How long did the disconnection suspension last?
The suspension on disconnections in March 2020 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 resumed in September. Customer bills include past due amounts, the payment amount needed to avoid disconnection and a possible disconnection date.
Did customers have to pay for electric service used during the emergency?
Yes, customers were still responsible for all billed electricity. Our representatives are always available to discuss payment options. Please contact us. We will work with you to set up payment arrangements and make appropriate accommodations.
What happened when the suspension expired in September?
If you made and kept up with payment arrangements, you were 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 were subject to disconnection after the suspension lifted in September. Our goal was to have no customer disconnected, and we remain available to you to set up payment plan.
What payment options are available to customers?
For residential, commercial and industrial customers dealing with financial hardships, AEP Ohio offers payment plans. 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.
How is AEP Ohio protecting its employees?
We have taken significant steps to keep our employees healthy and ensure we can still serve our customers. Our line workers and other employees critical to maintaining service are working in smaller teams, adjusting work schedules, practicing social distancing, monitoring themselves for any symptoms and taking other prevention measures recommended by the CDC. All employees who can are working from home to help prevent the spread of the virus.
How are AEP Ohio’s employees handling in-person interactions?
The health and safety of our customers, crews and communities are our top priorities. As part of our efforts to reduce the spread of COVID-19, we have limited face-to-face meetings with customers. Our line and tree crews have resumed knocking on customers’ doors if we need to get in touch while completing work. Rest assured, we’ll continue to follow appropriate safety guidelines. We ask customers to continue to keep physical distance for your safety and ours.
Is AEP Ohio prepared for this ongoing crisis?
AEP understands the critical nature of the services we provide and is committed to the health and safety of our customers, communities and employees. We prepare for all types of emergencies, but have updated our plans for the COVID-19 pandemic. We are closely monitoring the situation and don’t anticipate COVID-19 will disrupt our ability to provide electric service for our customers.