Financial Hardship

We understand that many of our customers may be experiencing financial hardship – for some, made worse by the current situation. We’ve temporarily suspended disconnections for non-payment. 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 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

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

Community Support

The AEP Ohio Fund of the Columbus Foundation will donate $180,000 in emergency funds to help address the hardships faced by customers and communities amid the COVID-19 pandemic. The grant is part of nearly $500,000 that the AEP Foundation awarded to support more than 40 not-for-profit agencies that provide basic human services, such as food, shelter and housing across AEP Ohio’s service territory. The United Way, Salvation Army, YMCA, and local food banks and pantries, in addition to other local organizations will receive funds through this donation.

In total, the AEP Foundation will donate $1.5 million to communities served by AEP in eleven states to help those in need.

36 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.

  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. 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.

  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

    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.

    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.

  11. 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.

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