Billing & Financial Hardship

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:

Business Assistance & Resources

We recognize that for many of you, recent times have not been business as usual. AEP Ohio is working closely with our business community as we navigate the challenges of the COVID-19 pandemic. To help support our business customers we’ve compiled a list of available federal, state and local resources.

Business customers with questions should contact our Business Solutions Center at 1-888-710-4237.

Payment Options

For residential, commercial and industrial customers dealing with financial hardships, AEP Ohio offers payment arrangements. In order to qualify, customers must pay a portion of their unpaid balance, and the remaining balance will be added to future bills.

You can learn more about payment options and assistance programs here.

Caring for Our Communities

Since March 2020, the AEP Foundation has donated more than $500,000 to organizations in Ohio providing direct assistance to those in need, including $180,000 in emergency funds to help address the hardships faced by customers and communities due to the pandemic.

AEP Ohio’s Neighbor to Neighbor program provides direct payment assistance for those in need. Customer contributions made to the N2N program are matched by the AEP Ohio Foundation. More information is available at AEPOhio.com/N2N.

87 responses to “COVID-19: Financial Hardship & Billing

  1. I think I signed up for a payment plan but when I went to make a payment the amount was different so I only paid the payment plan amount. My husband is currently unemployed due to COVID-19 and I’m on disability so we cannot afford the entire amount due. Can someone please review and let me know if I did things correctly?

    1. Hi Anita. I am unable to access your account here so you will need to call us (800) 672-2231 so we can review your payment history. Good luck to you and your husband.

      1. Kudos to you AEP Ohio for finding a way to help the less fortunate in such an uncertain time that we are currently living in. I mean, eventually you are going to have to admit that Tesla was onto something big and electricity exists naturally in our atmosphere, so it should be free…. but for now this will work i suppose.

          1. I do you think it is great that AEP is trying to do what they can to help their customers during the COVID-19 pandemic. But I mean if they really wanted to help, (my cell phone bill got paid for two months through my mobile service because of the COVID-19 pandemic and being out of work. Boost Mobile paid for my phone bill for two months.) So I don’t know if AEP can do anything like that for any of us that are currently out of work and/or Who are not physically able or on Social Security/disability? I would be homeless right now if it weren’t for my family. So if there’s anyway that our utilities can get extra time or whatever the case may be that would be great for everyone!

          1. I’m so sorry to hear this, Dija. We can try to help. Please call us at (800) 672-2231 to talk through some of your options.

          2. Last year I became totally and permanently disabled I just realized I have a debt on collections for $987 what can I do to have this removed? I no longer walk or able to work. I have all supporting documents if needed.

          3. Michelle, sorry to hear this. Please call us immediately at (800) 672-2331 so we can talk through any issues you may have regarding your account. We hope you’re doing OK.

    2. Hello,
      We get tested positive for covid-19 and I am also out of work for several week. I really need help paying my utility bill. Thanks

      1. Shiva, sorry to hear about your test results. I hope you’re OK! If you need help, please call us right away 800-672-2231 to discuss options on paying your bill. Good luck and be well!

  2. I lost income due to the Coronavirus pandemic and would love to discuss aid options available for me.

    Thank you,
    Danielle Duncan

    1. We are more than willing to discuss options with you, Danielle. We should be able to help you set up a plan. Give us a call at 800-672-2231.

  3. We are total electric and my husband was laid off but not eligible for unemployment because of a previous lay off due to health condition. I am on disability and we applied for assistance. Do we qualify for help with electric bill?

    1. Hey Teresa. We’d be happy to help and discuss your options. Please call us as soon as you’re able: 800-672-2231. I hope you and your husband are doing OK.

      1. Hello my name is layla n i am unemployed due to corna 19 now ive been on a payment plan n i pay every month but this month i am not able to make my payment im trying to find help with it i have even been able to pay phone bill i just used a wifi finnally able to get out by a restuartant with wifi

        1. Hi Layla. This sounds really hard. I’m so very sorry. We can talk over what to do about this. Call us as soon as you can at 800-672-2231. Be well and be safe.

          1. Hello,
            I have lost my ability to pay due to COVID and my potential unemployment is in a pending status so I can’t make any type of payment at all. Are there any options for me?

          2. Yes, Nicole, there are options! Please give us a call right away at 800-672-2231 so we can talk them over. Good luck to you.

    1. Matt, if you have any questions please call us at 800-672-2231 or reach out to us on Facebook and Twitter. We can pull up your account information.

  4. I lost my job due to Coronavirus. Please review my bill.
    Also I’d like to order the energy efficiency kit that was mentioned in this email.

    1. My bill is 2000 dollars or more now, I am on disability and having a very difficult time keeping up. As much as I pay Im not making a dent. Is hard paying the amount due plus my past due amount. Please don’t turn me off as my grandbabies and I will burn up in this heat. Thankyou.

      1. Hi Jessica. We have temporarily stopped all disconnections for nonpayment so you are not in danger of losing your service right now. That said, we encourage you to try to keep on top of your account balance and please give us a call right away at 800-672-2231 so we can review your situation. I hope you and your family stay healthy and safe!

  5. I will make every effort to pay my bill in full and on time, however, like everyon else, I have lost my job and money is tight. Depending on when I can return to work, and the money from the government which, hopefully I will be able to manage, I just wanted to know what your policy is if I were to pay late or not this next month??
    Thank you for your time in this matter!

    1. Thanks for your note, Debra. If you have made and kept up with payment arrangements, you will be considered to be “in good standing.” If you did not make and 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. I hope that answers your question. Please reach out to us if you have specific questions about your account. Be safe!

  6. I am a case worker and have a client that got a shut off notice in the mail on Saturday March 28, 2020. Are these shut offs put on hold for the time being? If you could let me know so I can pass this on to her so it will help reduce her stress.

  7. Thank you for what you have chosen to do, to help and understand the
    financial hardships during this time. Your compassion is is a blessing

  8. Im currently laid off from my job due to Covid-19 and I don’t know when I’ll be returning back to work. I applied for unemployment for the time being and it’s still being processed, is there any way i can set up a plan or have someone review my account ?

    1. Hi Kirsten. I’m sorry to hear you lost your job. Yes, if you gave us a call we can review your account: 800-672-2231.

  9. Hello I would love to speak with you in regards of help with my electric bill however I had money to be able to pay this month possibly next month is when I will neee the help
    Thanks

    1. Hi Stephanie. Yes, we would be happy to speak with you about help with your bill. Please give us a call as soon as you’re able: 800-672-2231.

    1. Oh my gosh, Carissa, that’s terrible news. I’m so sorry and I hope you’re OK. Well, I can tell you that we have temporarily suspended disconnections to give our customers just a little bit of relief. If you think you’re going to have trouble paying your bill then please call us right away or contact us on Facebook or Twitter.

  10. I have a very close friend who has been staying at a motel in the Weirton area, it is to my understanding that the business had previous plans of shutting down however we were all hit by this unfortunate pandemic. My question is this he is being told by people on/around the premises that the electric is being disconnected Wednesday due to NON PAYMENT?! What about the people still living there trying to move, will this happen even if the bill is past due?

    1. I’m very sorry to hear you’re struggling, Veralice. Please call us right away at 800-672-2231 so we can discuss how we can help you during this tough situation.

  11. How long will the no disconnect be in order for? We need a date. I believe Verizon is going out until June.

    1. Hi Kristi, due to the evolving nature of this pandemic, we have not determined a date of when service disconnections will resume. We’re working with our partners at state and local levels to monitor conditions and ensure our actions are meeting the needs of our customers and our communities. In the meantime, we are encouraging our customers to contact the Customer Solutions Center to discuss payment plans that can provide for some level of minimum payments now and avoid disconnects even after the rules allow these to resume: 1-800-672-2231.

    1. Hi Rayshaun. I’m so sorry you’re struggling. Please call us right away at 800-672-2231 so we can talk about ways we can help you.

  12. Please help my business has been closed since March 18 th I have received 2 very high electric bill’s since which makes no sense if no one is working. I cannot afford to pay another one as I paid the 1 st one I am just going back to work this is crazy something is wrong I turned everything off there is no way I should owe 166.00 for 1 month when I’m closed

    1. AEP has also been overcharging me. When I talk to them about it they just make assumptions as to why my electric is high and of course none of their assumptions is true. I let my father store his rv on our property until he can take it to the campground and AEP saw it and assumed it was hooked up to our electric and has been overcharging me ever since. When I asked why our bill has been so high there assumptions were, probably because you had extra family over for the holidays, probably because of your furnace and after telling them we heat with gas they said it was probably due to the blower motor then said maybe it was because we started using something that uses more electric when they said that they was referring to the rv and we told them no and they didn’t know what else they could blame so the call eventually ended. We live in a tiny trailer that’s remodeled and insulated, there is only 3 people living in our home, my husband child and myself, we heat with a gas fireplace that isn’t connected to electric and have a gas fireplace that we don’t use, we turn everything off when we leave and our bill somehow runs between $580-$800 a month now you tell me how it could cost that much unless AEP is ripping off their customers thinking they won’t question it or speak up or seek legal help.

  13. My electric bill is very high since March 15 I have been without job I have no income coming in and can’t return to work until June 1 what can I do

    1. I’m sorry to hear about this, Curtiss. Here’s hoping things turn around for you very soon. Please call us at 800-672-2231 or contact us via Facebook or Twitter so we can review you account and talk over any issues you may have.

  14. I have to say of all utilities AEP has been the hardest to work with and the least flexible. As a single parent making 38,000 they were nice enough to set me up with a budget plan of 253 dollars a month. If I miss a payment my power will be shut off . Hope you are helping others in a more caring way.

  15. Hey AEP, why not credit customer accounts for the deposits you keep when someone has made a late payment and your force them to set up and pay ongoing deposits in addition to their monthly charges??? It’s ridiculous that you hold the deposit ransom for an entire year!

  16. I need help paying my mortgage. It’s far behind due to COVId-19. Hoe can I get come help?

    1. Hi Mary. Sorry to hear your’re far behind. We know many people are struggling right now during these hard times. We should be able to help — please call us right away at 800-672-2231 to review your account and discuss some payment options. Thank you.

  17. AEP can care less about the American people. They do not plan on helping us out. They care more about their money more than us. It would be ashamed if we all just not pay our electric. And see how much longer they will be in business?

    1. Hi Travis. I hope you’re well. Please contact us right away — either by calling (800) 672-2231 or sending us a message through Facebook or Twitter — and we’ll take look at your account and see what we can do to help. Stay safe!

  18. I just moved from Texas to Ohio..
    I called Aep to have services turned on at My New Apartment and they say I owe a bill from PIP from 3 years ago… its December and I cant get the electric turned on unless I pay $957.57 or $175.00…
    I have no extra money for either solution… Does anyone no where I can get help paying either one???
    Please and Thank You…

    1. Hi Lisa. I’m sorry you’re struggling with this. You can apply for assistance with local energy assistance providers, which can help provide funds and info on getting the power turned on. You might want tp apply for PIPP, for winter reconnect assistance or Neighbor to Neighbor funds. All of that info is on our website, AEPOhio.com. Also, the Breathing Association is Franklin County’s local organization: http://www.breathingassociation.org or (614) 969-0978. Be safe and happy holidays to you.

  19. Hi
    I am currently in a payment plan due to falling very behind on my electric becasue of lack of income due to covid. I have a payment due today as part of my payment plan terms so does that mean its in disconnect status i just made a full payment Novemver 20th. Or can this be paid by the 29th this month and be ok? There are currently 6 people in my household including 4 children. I’d hate to have service disconnected right before Christmas.

    Thank you!

    1. Hi Dorothy, we don’t want your account number shared publicly, and deleted those numbers from your post but wanted to reach back out to you. Please contact a customer service representative at 1-800-672-2231 or direct message us on Facebook or Twitter. Best wishes to you.

  20. Hi, my name is Dawn Carlisle. And I’m disabled, I’m trying to get my disability and SSI right now but things are very difficult with the world being in it’s current situation. I have COPD and Emphysema Degenerative Disc Disease, Epilepsy Fibromyalgia Sacroiliitis Spondylitis and many other things. But, my husband’s unemployment just ran out because our state of Ohio said that we’re not going to get the 7 weeks like they’ve promised. My daughter Destynee who is 19 years old is unfortunately NOW STARTING TO GET behind on her own bills because she’s having to help myself and my husband out right now and she’s not going to be able to keep helping us out. We’ll be in the cold and I’m going to end up dead from SERIOUS health conditions.

    1. Dawn, we are so sorry to read about your situation. Please give one of our representatives a call at 1-800-672-2231 or DM us on our Facebook or Twitter pages. We can help set you up with a payment plan.

  21. I was on PIPP and ended up with an outstanding balance due to not being able to make payments on time. Covid has effected my family greatly over the past year and our income has decreased leaving us unable to pay a lot of our bills in full. Is their an option to help me pay off a $2,000 bill so that my electric isn’t shut off this month?

    1. Hi Stephanie. I’m so sorry to hear this. Please call us right away at 800-672-2231 and we can talk through some options.

  22. Is it possible to get help on a old bill from 2016 thats $3200 a settlement for a lot cheaper something I can’t get a place because of this. And I just don’t know what to do anymore

    1. Hi Ash. Unfortunately, I’m unable to pull up your account info here. Please send us a message via Facebook or Twitter or give us a call at 800-672-2231 and we’ll take a closer look at the issue. So sorry for the inconvenience.

  23. Hi ! My name is Keisha, I have a past due aep bill that’s due by the 14th of February of $800 and I can’t pay it by the disconnection date.But I can pay it 4days later on feb 18th but ya’ll won’t let me get a few day extension. I Already did the 175$ so since I couldn’t pay the 600$ a month plan me and my family and my 1 year grandchild will be in the cold. What can I do? I was told NOTHING.. Help it’s really cold outside. Any other options besides having no electric for 4days??

    1. Wow, Keisha, this sounds terrible. I’m so sorry. Unfortunately, I’m unable to help you here but please call 800-672-2231 immediately and we’ll see what options are available to you. Good luck and stay safe.

  24. Hello I’m currently 34 weeks pregnant due April 15th and I currently have a 1 yr old son. I’m struggling very hard to pay my Bill’s in this hard time. I am working, but hours have been cut. How do I go about help to bring my bill current or to even take some off my shoulders.

    1. Hi Sara. So sorry to hear you’re struggling. Please call us as soon as possible or send us a message on Facebook or Twitter so we can see how we can help.

  25. My service hasn’t been disconnected and is not 30 days late, but my income has been affected by the pandemic. My bill shows that I have to pay a deposit; I’ve been conserving energy to reduce my bill. Why would you be doing this to your customers that are having difficulty paying their bills to begin with right now? Please respond instead of telling me to call you; if you’re going to do something like that then you should be explaining it to your customers for all to see instead of trying to brush it under the rug.

    1. Hi Kaleb. We know how difficult it can be for our customers right now. We try our best to provide options that allow them to pay their bills, and make sure customers know help is there if they need it. Financial hardships happen, especially during a pandemic, and we can work together to find a solution.

  26. My husband & I recently called to turn on service where I live and I have a deposit that’s needed but I’m having a hard time coming up with. I’m worried because not only myself but the lady who lives with me has medical problems that require electric to run devices. Is there any thing else that we can do, we’re only a limited income since I’m disabled. Thank you

    1. Hi Shelli. I’m so sorry to hear this. Please call us right away at (800) 672-2231 so we can take a closer look at your situation. Thank you.

  27. My electric bill is $1400 and no one is able to work with me regarding payment arrangements and online states that all I have to do is make a payment of $265 and it will avoid disconnection.

    1. Hello there, Please give us a call at 800-672-2231 to speak with a customer service representative. You can also check out our payment plans and other available assistance at AEPOhio.com/Assistance.

  28. Seems to me it’s a pick and choose kinda who gets on a plan and who doesn’t why even have this site call a representative save you time on this

    1. Hello Kim. We’re sorry to hear of your frustration. There are a variety of assistance programs available. Please give us a call at 800-672-2231 to speak with a customer service representative.

  29. Hi I am 50 just got off the phone with aep and I owe a back bill of 1189 and I don’t have the money to get] this paid in full I’m moving in to a place and I need air conditioner I don’t have a income due to the covid is there any way I can get help with my back bill so I can have service

    1. Hello Rhonda. We understand that moving can be a financially difficult time, especially with loss of income due to COVID. Please let our customer service team explore all assistance programs for you by calling 800-672-2231. They can look into all of the options available and help you find a payment arrangement that fits your needs.

  30. Hello I just wanted to put electric on in my name but they r saying now that I have to have a occupancy review done which is for them to talk to my landlord and I gave them the phone number and vera didn’t even call him she tells me that I now have to pay my mom’s old bill,my dad’s old bill, my sister old bill and my grandma Old bill all I want is to have electric service in my name and pay the bill does anyone know who to call to get some help please.

    1. Hi Courtney. Thanks for your note. I looked into this and was told it will be easiest if you give us a call so we can talk through your situation. The number is (800) 672-2231. Good luck and have a nice day.

  31. I’ve been with AEP now for several years. Im currently on a plan and almost off of it in one month. I called to see if I could get a one day extension because that is my payday. Since Im on a payment plan I was not able to they said. To me asking for one day to pay my bill is ridiculous. I could see if I asked for a week but one day come on. People are having hardships and they told me to try to get help thru a service. I don’t need help I need one day to pay the full amount of my bill. Im definitely checking into changing companies.

    1. Thanks for writing, Robert. I’m sorry to hear you’re having trouble. I’ve passed your note on to one of our customer service representatives and someone will be in touch with you soon.

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