We understand that many of our customers may be experiencing financial hardship due to COVID-19.
If you anticipate problems paying your electric bill, please contact us so we can work together on a plan:
How long will the disconnection suspension last?
The suspension on disconnections was a temporary measure to provide short-term relief for customers. As part of our return to standard business operations, service disconnections for past due customer accounts will resume in September. No disconnects will occur before September 14. Please refer to your September bill for a potential disconnect date on your individual account.
Will customers have to pay for electric service used during the emergency?
Yes, customers are still responsible for all billed electricity. We urge customers to make every effort to keep their accounts current during the period when disconnections are suspended. If you anticipate problems paying your electric bill, please contact us to discuss payment options. We will work with you to set up payment arrangements and make appropriate accommodations. Keeping up with payment arrangements will ensure you remain in good standing and will remain connected once normal operations resume in September.
Why am I still receiving disconnect notices?
If you would normally be subject to disconnection, you may still receive disconnect notices even during the suspension. The notices are to inform you that a balance is due and will stress the importance of contacting us to work out payment arrangements. Keeping up to date on payment arrangements will allow you to maintain service when the suspension on disconnects expires in September. Community action agencies also need disconnection notices to process and provide social service assistance.
What happens when the suspension is over?
If you have made and kept up with payment arrangements, you will be considered to be “in good standing.” If you did not make, or did not keep current with payment arrangements and were subject to disconnection prior to the suspension, you will be subject to disconnection after the suspension is lifted in September. Our goal is to have no customer disconnected, and we will work with you to set up payment plans. Please contact us to find a solution.
How will I know if my service is going to be disconnected?
Customers facing possible disconnection will be notified in July and August through bill notices and targeted messages. September bills will include a disconnection notice that outlines minimum payment amounts and possible disconnection dates.
What payment options are available to customers?
For residential, commercial and industrial customers dealing with financial hardships, AEP Ohio is offering extended payment arrangements, and waiving deposit requirements. In order to qualify for payment arrangements, customers must pay a portion of their unpaid balance, and the remaining balance will be added to future bills. Deposit requirements will be temporarily waived for payments missed between March and July 2020.