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

56 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.


        1. Lynn, we’re sorry to hear you’re having problems with your account or former account. We have forwarded your message to our Customer Solutions team and they will be reaching out to you. If you want to contact them directly, please call 800-672-2231 or send them a message on Facebook or Twitter.

  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.

  17. I have been approved from PIPP. My documents say that I am under PIPP until 2024. How do I know how this increase will effect my payments?

    1. Nick, customers who are part of a municipal aggregation, participate in the Percentage of Income Payment Plan (PIPP) or shop in their individual capacity will not see this same increase.

  18. i have not had service active for some years. I am going to need to get service in the near future. I had an outstanding balance on my account. I do not have my account number and i no longer have the same email or phone number. How do I find out how much I owe?

    1. Hi Josh. Give our customer solutions team a call at 800-672-2231 and they will be happy to look up your account.

  19. Hello, I don’t know if it is typical for your employees to harass people while they are working, but if that is how you train your employees then shame on you! One of your inside sales representatives decided to cuss at my husband and try to get my husband to go to his house while he was working to fight my husband. I would highly appreciate it if someone could please get back with me as I find this very unprofessional!

    1. Jennie, thank you for letting us know. That is not at all the customer experience we want anyone to have and we appreciate you bringing it to our attention. We have shared your message with HR and the employee’s supervisor and they are conducting an investigation. You should expect to hear from them soon.

  20. I am a single mother of a 20 year old with autism and am the caregiver for my mother 81 who is losing her sight and is I’ll. My dad passed in 2021 then I loss my job our income was cut drastically as we all live together. We got behind in May I was offered an arrangement/ extension then had our bank account hacked and fell behind. Our average month is $222 now they are threatening disconnection if I don’t pay $2000 it’s not even matching my monthly average. I got a 30 day PPIP but have yet to hear back and am looking at disconnection 11/17 and have no funds for this. Have received NO help NO understanding or anything. We are trying to get caught up snd I have Never been unemployed or in this type of issue. I need help and all I have gotten from customer service is rude non helpful answers please help I am desperate

    1. Jamie, we are sorry to hear that you are experiencing financial hardship. Someone from our customers solutions team will be reaching out to you to discuss options.

  21. I bought this house in Feb. this year, 2023, having transplanted from another state. Since then, electric bills have been pretty much what I expected. However, my Dec., bill payable in Jan. 2024, is “well over double” what it was last month. Temps have not been much different than last month and my household use of electricity has not changed either. So I panicked when I saw it has risen so much. I am a retired widow, and admit I don’t know anything about comparing and choosing a supply company in order to try keeping costs down. I also understand you are not allowed to help me with that.
    I need to know why this month increased by so much when literally nothing has changed. And how do I get this back to pre-increase amounts? Please help …

    1. Hello Kathleen, thanks for reaching out to us. We have forwarded your comment to our customer solutions team so they can pull up your account and see what’s going on. They will be reaching out to you. The quickest way to reach them directly is to call 800-672-2231 or message them on Facebook or X (formerly known as Twitter).

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