Absolutely. If you have any questions about your bill or are having trouble paying it, we’re here to work with you.

We provide a variety of payment options including electronic fund transfer, online, via our app, by mail, by phone and in person.

We also offer a variety of payment plans to help those who need help with their monthly bills. The Average Monthly Payment Plan and Budget Billing Plan are levelized payment options that make bills more consistent throughout the year, even during the winter and summer when you may use more electricity.

We also partner with government agencies and non-profits to help low-income households with their utility bills. For example, Ohio PIPP Plus is a payment assistance program plan that makes monthly payments more affordable on a year-round basis. No matter your situation, we can work with you to customize a plan. Send us an email at help@aep.com or call us at (800) 672-2231.

More info: AEPOhio.com/account/bills

44 responses to “I have a billing issue. Can you help?

    1. Hi Billie. So sorry to hear about your high bill. Please call us right away so we can look into it and try to help you out: (800) 672-2231.

  1. Husband is the only one working I got Fired 03/17/2020 and no work looking for it but no luck can I do something for help with bill?

    1. Betty, we will do what we can to help. Please call us right away at (800) 672-2231 or contact us at Facebook or Twitter so we can come up with a plan.

  2. Good afternoon, these difficult times what happens if we fall behind in a payment for being out of work due to the quarantine of covid 19, we are concerned because we have three children, greetings and thanks!

    1. You’re definitely right, Andrea. These are difficult times for sure. And it’s OK if you fall behind on a payment because you’re out of work. We’ve temporarily suspended disconnections for non-payment during the pandemic. We also urge customers to try to keep their accounts current during this period.

  3. Hello I’m on SSI and I’m having trouble deciding what to do about either paying my bill right now or eating. I’m struggling since all of this corona virus started. I know that there is an extension on all utilities but how long

  4. Our bank account doesn’t show a deduction for this month. It is always deducted by this time of the month. Do I need to do anything?

    1. Hi there. Without seeing your account status I can’t say for sure. I would recommend calling us 800-672-2231 or contacting your bank to get this cleared up.

  5. I was wondering if Billmatrix changed their site and why looks different then it always has. When I made a payment in June it was like it has always been. Went to make a payment end of July and site looked completely different, my checking account information that was saved and I just could click on without typing everything again was gone and when I went to payment history it said there was none for my account but I always use billmatrix. Who removed this information when its been saved for at least 2 years.Just a little curious of why the sudden change but no notice or information about it.

    1. Good question, Melissa — thanks for asking! I looked into this for you. I’m told there have been updates to the interface for BillMatrix designed to improve the customer’s experience by not forcing you to navigate to a different site. When you click to pay this way, you’re redirected to add payment information directly through the site. This is a one-time inconvenience as long as you click “save for future use.” The payment history error message was also due to the recent updates. Hope this helps, Melissa. Please feel free to let us know if you have any more issues!

  6. I would like my bill sent to my by mail, the paper version. You stopped mailing my bill and I continue to forget to pay it without the paper version. I did not want you to stop mailing my bill but you did not provide an option to keep it. My payment continues to be late because I forget to mail it in since you went to electronic billing. Currently, I do not even know how much I owe. If I had a paper copy, I could look at it.

    1. Thanks for writing, Robin. You should be able to modify your paperless billing settings by logging into your account online (aepohio.com/account) or via our mobile app. You can also give us a call and a customer service rep can help.

  7. So between my boyfriend and I, I’m the only one working right now because he has a broken ankle. I don’t make much unfortunately and we’re struggling to pay our bills as it is right now.We received a bill due this month for over 800$ , most of which is due in three days and I have no money and won’t until my next pay check. Is there something I can do now to avoid a shut off ? The bill is in his name.

    1. Hi Hailey. I’m so sorry to hear about your troubles. Please call us right away and we will see what we can do: 800-672-2231.

  8. I’m going to have trouble paying my bill this month. I understand that is a late fee, but will my electricity get cut off if I don’t pay it until the end of the month?

    1. Hi Miracle. If you expect trouble paying your bill you should please notify us right away. Give us a call or send us a message on Facebook or Twitter.

  9. I am attempting to see if I can get a week extention on my bill.Ross county is now taking appointments for pipp I have a appt on wednesday of next week.The last couple months have been very hard due to covid.I lost my job in november because of covid and have picked up a parttime job making about 200 a week which has barely covered gas and food.I have tried everything i can think of to take care of this bill but until I get to that appt.at family services next week I dont know what to do.Can u please help me

    1. Hi Tanya. I’m so sorry to hear you’re struggling with this. To get this resolved please call us right away: 800-672-2231. Be well.

    1. Hi George. You can either manage your paperless / paper preferences by logging into your account at AEPOhio.com/Account/Settings or by reaching out to our customer service team at 800-672-2231.

  10. I have a negative balance in my AEP app after I had cancelled my service due to me not living at my place no more. Will I be getting a deposit back ?

    1. Hi Michelle. We’re happy to review your account and try to help with this. Please send a message via Facebook or Twitter or call (800) 672-2231. Thank you.

    1. Hey Ronald, you sure can! Log into your account online at AEPOhio.com or give us a call at (800) 672-2231 to make this change.

    1. Hi Nikki. I’m sorry but we’re unable to find your account from the information you’ve provided. Please email help@aep.com or call (800) 672-2231 so we can look into this for you. Thanks.

  11. My bill for 12/17/21 is $208.94. Bills for the peviouus months runs b ettween $134.00 and last months was $111.14 Why would our bill double in one month? We did not even turn our thermostat up and had no Christmas decorations. Our Bill was doubled. We do not receive as bill. AEP deducts the amount from our banking account.

  12. I’m looking for help with my rent and utilities and besides PIPP
    Is there other organizations that can help me with my rent and utilities… I’m on social security disability and my monthly check is under $1,000.00 a month. My rent is $605.00 and my electric bill was under $20.00 because I just moved into my apartment on December 10th 2021 and they billed me from the 10th to 21st day of December so 11 day’s. During winter months I know that my electric and gas can really be costly due to staying warm…

  13. My electric bills are going out of sight. I live in a 2 berm apt but shut the one room off. How in the world could it have been $299 one month and $353 the next? That’s crazy!
    In the summer I didn’t use ac but my bills were normall over a hundred. Why!

  14. Trying to make a payment on my bill, but ask for phone #, which I used before, system will not accept. Can you help me? Thanks

  15. I have rented from same landlord for almost 15 years. The AEP bill is in her name. My name appears on the actual bill below hers, but the account is in her name. When I attempt to apply for hardship assistance based on my husband and my incomes, the website stops me and says income is incorrect. How do I receive desperately needed assistance when we are ENTIRELY responsible for the payment of the AEP bill, but it is NOT in my name??? We have filled out HEAP and PIPP applications and have been denied as well. We are both on disability. These rising bills are killing us!!!!

    1. I’m so sorry to hear about this, Shannon. I have sent your message to our customer service team and you will hear from someone soon. Be healthy and be safe.

  16. Is there any way of changing the time of month when my bill is due? Like changing from the beginning of the month to mid month?

    1. Cheryl, I will look into this but I am not sure that it’s possible. I have sent your question to our customer service team and you should hear from someone shortly.

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