Billing & Financial Hardship

We understand that many of our customers may be experiencing financial hardship due to COVID-19.

As part of AEP Ohio’s return to standard business operations, service disconnections for past due customer accounts have resumed.

Disconnections will only be made after multiple notices and the opportunity to bring your bill current is provided. Customer bills include past due amounts, the payment amount needed to avoid disconnection and a possible disconnection date.

If you anticipate problems paying your electric bill, please contact us so we can work together on a plan:

Please read our FAQs about disconnection suspension for more information.

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, 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.

60 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. 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. 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.

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