Circle 5

Awful customer service. No willingness to help when they're at fault. Do not recommend

AEP strategically cut power in poorer neighborhoods during near triple digit temperatures (that likely live in apartments and have less access to cooler basements) rather than even trying to ask richer areas to reduce their power consumption. Despicable company.

Won't fix problems. Love flipping the power on then just rolling off only for it to shut back off an hour later. Any of us would be fired if we acted like these clowns

This electric company has zero program focused on sustainability. They offer nothing for smart thermostats, energy efficient appliance, and they have no programs designed to encourage sustainable actions by customers. If there are programs it is so minimal that it ensures no one would use the program. Moving here from another state, I'm embarrassed to be using a company that is so socially irresponsible. Congratulations, you provide electric. You were founded in 1907 and you still only do ONE Thing.

This company is ridiculous. They're charging me way too much. Something is really wrong with this company. They're scammers! Worst experience ever. First time I've paid like this amount and it's not right! Something is off. Spoke to their customer service and they're not being helpful at all and they're rude!

Only call AEP customer service if you want someone to be rude to you. Ive called on two separate occasions and they are extremely rude the entire time and provide absolutely no help at all.

Never had an issue with anything in the 2 years I had their service. Called to stop service at my apartment, Crystal was very pleasant and professionally handled my request. Great customer service.

Lousy service the bills arrive very expensive something is wrong with this company

I'm 61 and in poor health and I went this morning to call customer service to ask a question and all I got a "virtual" machine which couldn't help. I finally got through to live rep after minutes, literally 15 and was immediately put on hold, I stayed on the phone for another 12 minutes and the line finally seem I was going to be connected but as soon as I did, I heard someone and they through me back in the que, needless to say had to repeat the whole process with the "virtual" machine AGAIN which again took minutes.

I waited and then the line went dead and dial tone. This wasn't me but AEP's customer service. Greedy old AEP could care less about residential customers and try to help during the pandemic but not AEP. Just ask the people last winter in Texas. I do want to commend Columbia Gas for what they have done for their customers on fixed income instead of 6% they are taking 5%. It's not a lot but the gesture of trying to help is what I give them credit. You think AEP would do the same but not greedy AEP!

Absolute garbage customer service. They won't work with you in any capacity. Their whole job is to say sorry that sucks, genetic customer service empathy nonsense. Unfortunately they are the only provider here

Power went out shortly after 4 PM. After it had been off for an hour, I went to the website to report the outage. I waited another hour, and, not hearing anything, decided to call and check the status. The automated recording said I had reported my outage at 6:12! Concerned that the website isn't working, I asked to speak to a representative. 20 minutes on hold, then the automated system picked up again, and did not remember I was waiting for a representative.

Thank you AEP for never giving correct information and charging my account and STILL shutting off my electricity for a full weekend that's 90+ degrees. Classy. If you can avoid it, do NOT use AEP.

I unfortunately have no choice, I have to stay with AEP. I've been a customer for over 6 years. I missed ONE payment due to using a wrong card along with insufficient funds. First time ever, for the next year I have to pay by phone, check or go there. I can't use their app, due to this issue. There needs to be an "update" their policies, along with some type of forgiveness. I get it, I made a mistake, that being said. I went through all thier hoops, to not be helped in any way.

THEY WILL STEAL YOUR MONEY! They did not recognize my cancellation of my electric service and then automatically took the money out of my account and THEY DO NOT GIVE REFUNDS. DO NOT USE THIS COMPANY.

Turned my power off in the middle of winter for a $57.00 late bill that I had forgotten to pay. Yep for a 57 dollar past due amount

I have AEP and it has sucked the life out of me. Their pole snapped off at the ground nearly falling into my house. The pole ripped the wires out of the box. A think she knows it all engineering TECH Janet came out to assess the situation. Now I was told I simply needed someone that knows how to hook the wires from their pole to a new pole and that would be it.

Three thousand dollars later (crooks) out of my pocket. I'm still waiting. This is the worst company. Now I'm looking into solar energy. This company from Janet to Bob are no help and will drain your bank account to line their pockets.

I just recently moved into my new home and on 12/12, submitted my deposit. Came home that evening to no power. I recieved NO notice that it was shut off. Called, and received VERY little help from the representative. He was extremely rude. Today, 12/16, I called because it was STILL not back on. The representative I spoke with told me it would be on by 8pm because today was the third business day, he told me to call around 8 to make sure it was back on because I had driven 40 minutes to a family member. DID NOT grab anything from home because I planned on coming back.

It is shortly after 8pm, so I called them back to make sure.the representative i spoke with THEN told me it was NOT reconnected and would not be back on until tomorrow 12/17 and she "did not know where the other person I spoke to, got his information." I am SO extremely angry. This is thee absolute WORST customer experience I have ever had. I have had NO electric at home for 5 days now.

That is 5 days, i have had to sleep on the couch of a family member and drive 45 minutes to work every day rather than 12 minutes, as well as remove my cat from her home as well. If I could, I would give them a 0 rating.

Had the exact same experience as Grayson. Always pay on time and they still shut off my power, saying payments havent gotten through but they were charged from my bank account! And it was below freezing. Dirty thieves if only there was a choice for a different provider I would in a second!

American Electric Power is a standard giant utility, and so they really don't care about their small customers. But the service isn't gawdawful, either. Two contrasting cases: 1. We installed Ruud 17-SEER heat pumps in our home. AEP offers rebates, but only (a) if you install with one of *their* contractors and (b) only if the equipment is made by one of *their* manufacturers. It's a kickback scheme, not a true rebate system. 2.

We installed solar panels, which entailed changing our meter to one that can handle net metering. The installation was completely painless and things are working perfectly fine. They don't offer EV rebates, by the way; the only EV rebate system they have is a kickback scheme for government or commercial sites installing charging stations. Nothing for home chargers or EV purchases.

I am protesting the current billing charges. I strongly disagree with you telling me the only way to reduce my bill is to allow another company/energy service to offer me a reduced rate and then they charge me a fee for that service! Then to give me a Shut Off Notice because I made a partial payment for just the amount going through my meter not all those other charges!

The whole process is wrong and I call it Extortion! Read the law in Blacks law book! I have been having an account for 20 years at one address and now you demand a deposit because I refuse to pay your cost to bring me electricity under that 820 tariff on top half of bill! So Aep has me over a barrel! where I live 7 other people receive same electric on transformer and we all pay the transfer transmission charges x7 Everybody I talk to agrees with me but dont know how to stop it! I'm on social security 720 a month my bill for January 2018 was 864.00 one month no rear bill!

Any time my power is out it takes forever for it to be restored. My home is always the last in our area to be back up in service. It is very discouraging and I would love to find a better electric company to service my area.

Absolutely terrible service. Power has been out 5 times in the last 3 weeks. They do not care to fix the issue. My neighbors all have power.

Not an honest or professional company. Received a bill for 3 times my normal bill so I called to find out why and they told me I used that much for that month, I had this matter investigated or whatever they would like to call it and then this company tells me my bill is so high because the meter reader had been reading my meter incorrectly. This is a shady bunch of money hungry greedy people.

I will be switching to City of Columbus Electric Service, they have a better rating than AEP. Also their paperless billing is a joke it doesn't come monthly as it should so keep up with when your bill is due. My bill comes once every three months.

When you turn off the electricity and do not reconnect with AEP, you are given a credit card. However, in the case of spousal separation or some other reason, and you are paying the electric bill, they issue a refund with a credit card that can only be used for purchases. I paid the bill with cash. Since I had to move, I needed the cash back since I had to pay deposits on rent and other utilities.

I'm kind of done with AEP. I wish that there were more options for people who rent, but unfortunately, AEP is everywhere. I just spent 40+ minutes on the phone with AEP disputing my bill. Eventually, they fixed my budget amount. The rep that I spoke with quoted an amount (about $150) and I said cool, set up the agreement for the plan, end of story.

About 2 minutes later, a voicemail pops up on my phone and it's the same rep telling me that the $150 isn't correct and my ACTUAL budget amount needs to be more like $300 because of the history of use at the address (which I just moved in to BTW.) In what universe is this okay? I promptly called back and spoke to someone else, who I think fixed the issue, although the $150 amount is "no longer possible." But seriously, WTF?

I have never been anywhere or dealt with anyone where it has been acceptable to agree to a budgeted amount and then call back leaving a voicemail doubling the original amount. If you work in customer service and you don't know what you're doing, find another job, ask for more training, etc. Do what you have to do, or just simply say "I don't know" and transfer me to someone else.

AEP is not in the business of communication. I recently experienced my first run-in with the power company after moving into my first post-college apartment. We called to have the electric switched to our names and gave the name of a current AEP customer for a sort of collateral to get our application fee waived. It seemed simple enough. We moved in and were distracted by the whirlwind of things you have to take care of in that first month of settling.

Around the fifth week we began to wonder where our bill was. We had moved into the apartment mid month and thought that maybe they were holding our half-bill to be sent with our full-bill, so we'd be paying a month-and-a-half our first go around. We patiently waited. Then week six came and went. We called AEP to see what was going on. Where was our bill?

They informed us that the power had never officially been switched to our name. Somehow, there had been a screw up. They were going to turn our power off within the week. They hadn't even sent us a notice to tell us about this! We got everything straightened out without having to pay any kind of late fee or anything, but the idea of them messing up our application, not switching the electric into our names, and then preparing to turn our power off without any sort of communication is absurd. They need a few training sessions on customer service skills.