Updated: July 6, 2020 

At AEP Ohio, we’re committed to the health and safety of our customers, communities and employees. We’re continuing to closely monitor the COVID-19 pandemic and don’t anticipate disruption in our ability to provide power to our customers.

Billing & Financial Hardship

We understand that many of our customers may be experiencing financial hardship due to COVID-19. We’ve temporarily suspended disconnections for non-payment and will resume service disconnections for past due customer accounts in September, upon approval from the PUCO.

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

Workforce Safety

Our team is monitoring guidance from the CDC and taking careful precautions to keep our workforce safe. We’re encouraging employees to work from home, if they can do so. For our lineworkers and field employees who are most critical in keeping the power on, we’re continuing to take preventative measures to minimize their exposure to the virus.

Working Together 

We’ll continue to look for ways to support our customers and communities as we work to keep the power flowing. And you have our promise that we’ll keep you updated on our efforts as we weather this unprecedented time together.

Please stay safe and healthy.

Additional Resources

119 responses to “UPDATE: AEP Ohio’s Response to COVID-19

  1. I am experiencing difficulty paying the disconnection amount of my bill. Is there any way I can pay $150.00 on the 20th of March? I will try to pay the rest before the end of the month, if possible.

    Thank you

    1. Hi Tresa. I am so sorry you’re having difficulties. Please give us a call right away at (800) 672-2231 so we can try to help come up with a plan.

      1. I would like to apply for a hardship, I have been out of work since February 29, because of the conona virus. I have been looking for a job but nothing as of yet.

        1. Hi Michael. I’m very sorry to hear this. It sounds pretty tough. Please call us right away at (800) 672-2231 so we can help you with some options.

      1. Hi Roger. I’m sorry to hear you’re not working. Unfortunately, many of our customers are in the same situation. If you want to talk over your bill and how we can help, please call us at (800) 672-2231.

    2. I am having trouble paying my 182 that was due on the 9th due to the virus some of the places the insurance companies for my long-term disability will not open or just moving slower than usual I still don’t have got paid for my long-term and still waiting payment I will pay it as soon as I get some money or I will pay what I can JFS also signed me up for Social Security disability

      1. Hi Pete. I’m sorry to hear about your situation. I am unable to help you here — please call us at (800) 672-2231 and we’ll see what we can do for you.

  2. Thank you for this information, I am currently unemployed with my one year old. We always pay our bill ahead of time and we will try our best to continue this.

  3. I am tremendously grateful for this brief, informative and compassionate post! I’m also thankful for the choice to add links for Ohio Department of Health, the CDC, and World Health Organization. Awesome job AEP!

    Thank you to your entire staff for their hard work, and dedication in this challenging period. Bless you! ❤
    ~Vashti Ramsaroop

  4. My question is why can’t your company read the meter till like 24 of month but now with this virus you already have a reading n a bill out to everyone that quick???

    1. Hello Georgene. I certainly understand your concern. During uncertain times like this we have to conform to government practices and procedures. Depending on our staffing levels and work load we may have been able to read the meter earlier in your area than expected. You have to understand this is not our usual practice. If you have any further questions or concerns we would be happy to assist you via Customer Service. We can be reached anytime at (800) 672-2231. Thanks.

      1. So, I see a bunch of questions about people requesting to pay some now and a rest at the end of the month or something close to that. Your response…”Hey give us a call so we can discuss it”. Well, what was the outcome of those or at least one of them? Please post it on their actual post so we can see who. It would be nice for people who are struggling to see that AEP truly understands and is there for them not just to only be concerned at getting money. Thanks

          1. it’s not discussing people’s account….jus say a generalized answer that you’ve done to help.so we know.
            I’m not going to call because I have problems finding the account number.because I’m paying a bill where I live that isn’t in my name.and I’m having issues w money right now and cannot have my electric shut off.so I need some kind of help and w this vitus it’s making everything rediculous…
            what is your address in Lima,Ohio 45801 so I can come to the office if you aren’t closed due to this darned virus…
            I’m scared and mentally I’ll.i can’t have my electric shut off or it will be all bad for me.

          2. If you don’t have your account number we should still be able to help, Joseph. So that’s the good news. Unfortunately, you will not be able to do this in person — you will need to give us a call so we can figure it out. Our number is (800) 672-2231. It sounds like you’re in a bad place right now and we will absolutely do what we can to make your life a little easier. Good luck and be well.

        1. They told me I don’t have to pay, but when the hold is released and disconnects are allowed the entire balance is due in full and non-payment will lead to immediate disconnect. So effectively this policy “call & we will help” is a complete farce. Good luck.

  5. So my current disconnection notice is suspended? Do we know how long? I’m trying to make sure it won’t be shut off but yes it’s a struggle over this

    1. Hi Chelsey. I certainly understand your concern. No worries, we are suspending ALL disconnects at this time. We have not concluded an end date yet so please continue to pay as you can to bring down your account balance. Once this is over we will notify customers and set any payment arrangements per specific needs. Thanks.

  6. We have a shut off for the 24th, since the shut offs are suspended, as long as I pay on it every two weeks, I’ll be left on?

    1. Hi Kevin. We are temporarily suspending disconnections for nonpayment but, if it makes you more comfortable, it’s not a bad idea to log in online or call us at (800) 672-2231 to confirm the status of your account and make sure it’s up to date.

    1. Hi Sharina. Unfortunately, no. Your electric service won’t be free; however, we are temporarily suspending disconnections because we know many customers are in financial distress.

  7. Our family is all confined to our home: students for school, and adults working from home. We’ve been without power in our neighborhood since around 8a and the estimated restore time has come and gone. Without power, we have no access to the tools to do our jobs, the students have no access to the tools to do their schoolwork, we have no heat, our refrigerator and freezer is getting close to having too high temps where we’ll have to throw out all of our perishable food… and we have no updates. What can we expect from AEP to both restore the power and provide remuneration of our spoiled food?

    1. Hi Brian. Sorry to hear about this. Call us at (800) 672-2231 if you have had issues with your service and we’ll see what we can do.

  8. Hello,
    I work for AEP as a sole proprietor – 1 man operation at the Dresden Ohio plant. I received an email stating that I cannot be on the property until at least May 1st. I work year around for them and charge $2200.00 per month with a service agreement for my services but now I do not qualify for unemployment and cannot work either. Do you have any suggestions for me as this is my only income?
    Sincerely yours,
    Brian Williard
    Timber Wolf Run

    1. Hi Brian. I am not familiar with your situation but it sounds unique. We will need to know a little more about your situation. Please call us at (800) 672-2231 or send a message through Facebook or Twitter. Thanks.

  9. Hi
    As a result of the COVID-19, I’ve experienced a severe decrease in income. I’m on the verge of losing my house and car. Any help with payment deferment would be tremendously appreciated.

    1. Hi Dustin. That sounds terrible, I’m sorry. We’re committed to doing what we can to help our customers during this tough time. That’s why we’re temporarily suspending all disconnections. Good luck to you, sir, and be well.

  10. I got a doctor’s report to excuse and have electric turned on. I thought I could caught up, but since I’ve been sick I have to pay someone to stay with me
    Thank you

    1. Hi Naomi. We’ll want to take a look at your account to make sure all information is correct and up to date. Please call us right away at (800) 672-2231 to confirm everything.

  11. Aep has always gone above and beyond to help me when needed. I do appreciate you for this.n It is the main reason why I refuse to switch to another supplier for my energy needs. I am a senior in the sensitive group and these are uncertain times, but it is nice to know that you are willing to work with me.

  12. Why not charge anyone an electric bill and have compassion, especially during these times? I mean your a multi billion dollar corporation. Why not provide free electricity for everyone. Or make the millionaires and billionaires pay their bills and forgive the poor or disabled, or people who lost their jobs.

    1. I agree… Utility companies should completely waive the bills for those unemployed and unable to pay during this time period. Not talking about past due bills, just the current amount for the affected month (s)

    2. And they have yet to reply to your post. Smh. I was wondering the same thing? Help not charge for this month or until this is all over. People are just going to get more behind without being able to work. Then if we are able to get some kind of help…its still not enough to cover ALL the Bill’s in the home, especially if your a single parent. I understand they are “trying to help people” but not having this next generated bill would be even better help!! Js

    3. Well, the reason, Kenneth, is that electric companies have to actually make money. Electricity isn’t a constitutional right. Compassion doesn’t pay people’s salaries, or bring someone to your door to fix your electric when the power goes out. Money does. Agencies exist to aid you during this time and they are listed in the replies. Multi-billion dollar corporations like AEP provide a service, which means thousands of people get up every day and go to AEP buildings and toil to provide electricity. Who is going to pay them if everyone gets free electric? It isn’t free to provide. Communist countries, on the other hand, take over utility companies and do exactly what you demand. So…you know…

      I’m pretty sure the wealthy are paying their bills.

      1. AEP charges enough in “fees” alone to keep us all powered up free of charge during this global crisis.. guaranteed. They will let us all get behind due to circumstances non of us have a bit of control over, and then want thousands to keep service on once a few jobs are opened back up. I’ve lived without power as a single mother for an entire winter with 2 babies because I couldn’t come up with literally THOUSANDS of dollars to keep it on (from an old pip bill I was late on a $20 pmt so they needed the entire balance at once). There are absolutely no charities out there that will put a dent in those bills. AEP had no compassion what so ever and what’s even more unfair is they have a monopoly in my city so I had no other power company options.. morally bankrupt and greed in my opinion. I now pay a ridiculous amt of over 500 a month for their service and it’s paid every single month.. My source of income has been shut down temporarily and I have no way to make that payment, so I’m thrilled to see how much I’m going to owe at once to keep service once this is said and done.. I’m sure more than I can afford.

    1. Hi Shawn. We’re urging customers to make every effort to keep their accounts current during the period when disconnections are suspended. I’d recommend contacting us right away if you’re going to have trouble making a payment so we can discuss options.

  13. I am currently passed due and already on a payment plan which may be suspended for nonpayment. When this is over and I am able to make a payment will I have options to reestablish my payment plan?

    1. Hi Rasheedah. I don’t know the specifics of your payment plan so I’m sorry to say I can’t answer. Please call us right away at (800) 672-2231 so we can look into it.

  14. So I am wondering about the people that are trying to get back on pip and had a dead line but couldn’t make it in time to pay all of it so how is that going to work out . I had to come up with 1,1159.48 for my pip by the 14th of the month and I made a payment of $555.48 and $175.00 and there was a credit that won’t show up for 2 billing cycles of $108.00 and than went to my appointment to get help with the rest which was onlyv $221.00 now that I didn’t know the $108.00 wasnt added until two billing cycles and my meter was read now I am back to square one trying to come up with 1,159.48 plus my bill off $600.00 to get back on pip I can’t do it so I don’t know what I am going to do cause I was denied at my appointment all because I was $108.00 short on my bill cause I thought the applied the $108.00 I have kids too and Aep don’t care at all. I would of even tried to come up with $108.00 to get put back on pip but the said I had to go read reapply for Neighbor to neighbor even though it was that same day . And I couldn’t go back there cause the lady that seen me she left for the day

    1. Hi Jessica. If you want us to review your account please call us at (800) 672-2231. You can also get answers via PIPP Assistance at (855) 654-7477 or AEPOhio.com/account/bills/assistance.

    2. My family has been in the exact same position for 2 years trying to get to a zero dollar ($0) balance to qualify to be put back on pip since we moved homes in 2018 and had a lapse in time between service. I feel they do this on purpose to keep families that move into better homes that use more electricity from getting the same benefits as for example when we lived in HUD apartments and our bill was never over $100-$150 whereas my bills in our home now are $500-$1000 per month.

    1. Hi Steve. We’re temporarily suspending disconnections during this time. If customers expect problems paying their bill, they should contact us by phone or through Facebook or Twitter to discuss payment options.

    1. Hi Denise. We are urging customers to make every effort to keep their accounts current during the period when disconnections are suspended. If you anticipate problems paying your bill, please contact us by phone or through Facebook or Twitter to discuss payment options.

  15. Thank you all for what you are doing for us, and l will try to pay on my electric bill. God bless you all we appreciate more than you know l will be praying for everyone at the electric company 🙏🙏🙏🙏

    1. We do not charge late fees on residential accounts, Karla, but deposits are billed as an automated process when past due bills accrue. If you are billed a deferred deposit as a result of past due payment then please reach out to us and we will work with you.

  16. Will there be any assistance for a small business? Maybe something like a budget bill setup similar to the gas company?

    1. Hi Anthony. We currently have a hold on interruptions in service for all customers, both residential as well as non-residential. While we encourage you to keep up with payment if able, once we’ve seen our way through the extreme circumstances caused by this pandemic we will work with our customers if arrangements are needed.

    1. Hi Sharon. Please call us right away or contact PIPP Assistance: (855) 654-7477 or AEPOhio.com/account/bills/assistance.

  17. I am on a fixed income and I pay my bill on the 3rd of every month. I am, so far, current with my bill but this is good to know in case a problem paying does arise. Thank you AEP for putting the information out.

    1. Hi Larry. I’m so sorry you can’t get through. Call volume may be high. We encourage you to please try again or get in touch with us on Facebook or Twitter — we are responding to customers through those channels also.

  18. I depend on oxygen 24/7 and hope that we don’t lose power and a little anxious about that possibility. Please let me know your plans for those in my situation.

    1. Hi Scarlet. If you or someone in your home needs electricity to assure their health and well-being, the AEP Medical Certification can help delay a service interruption for credit reasons. You can apply for this program by calling us at (833) 722-6446 to obtain a Medical Certification form.

  19. Thank you all any your staff who are going to have to go above and beyond may the all stay well prayers your way and for we your customers.

    1. Hi Elizabeth. Any information you saw in your online account account should be accurate, but to double check you may want to contact us by phone or through Facebook or Twitter.

  20. My job is closed and I have no way of earning any money until unemployment goes through. Is it possible to have a payment extension for the time being?

    1. Hi Anna. Sorry to hear about your job. We have temporarily suspended disconnections; however, we’re urging customers to make every effort to keep their accounts current during the period when disconnections are suspended.

  21. I like to know how a 570 sq ft house can have a $200 bill for March? Which is almost double than December bill with tons of Christmas Decor.

    1. Hi Lisa. That does seem unusual but there are lot of factors that go into your bill. Please give us a call so we can look at your account: (800) 672-2231.

  22. Will AEP suspend late payment charges as well? I have seen columbia gas offer such to those who have lost hours/jobs/or are suffering financial hardship due to this situation.

    1. Hi Brandon. If you have any issues with a late payment charge then the best approach would be to contact us by phone or through Facebook or Twitter.

  23. I just wanted to say thank you for trying to work with people in this crisis. I was so happy when we bought our home and found out. You would be our electric provider. It means so much to know. That you reach out with a compassionate post like this.
    Again, Thank you,
    Lillian M

  24. If someone electric was turned off prior the AEP suspending all shut off for now, can a person electric be restored.
    In reading some of the questions and AEP answers, if a more direct answer to the question was provided it would probably cut down on calls. Some people may have the same questions.
    Thanks in advance for your reply.

    1. It’s a good question — thanks for asking. Unfortunately, it’s really not something we can answer here without taking a closer look at your account. I know it’s probably frustrating but you’ll get a definitive answer by contacting us by phone or through Facebook or Twitter to discuss your specific situation.

  25. My electric is in my landlords name, but I am responsible for paying it. Before school let out, My children would be at school from 7:30 am until they went to their sotter at 3:40 by bus. I would sleep during this time, and go to work at 3. Sometimes we wont get home until 2 am. We would sleep for the next 4 hours. Somehow, my electric bill was over $400 this past month, and near that last month and the month before. Ive managed to pay half of an $832 bill last Friday when I was paid, but I cant continue to pay bills like that, especially since Im never home! Ive begged you all to come check the meter, I was also told that I would be put on a plan, and that didnt happen either! Now here I am, working on the front lines of this, and having to worry about if My babies are going to have power or not while they are home from school (they are 5&6). I am a single mother, and $400 seems a tad but steep to be paying every month, especially since we are never home!

    1. Hi Leslie. This sounds like a very tough situation, I’m sorry. We want to help … please call us right away at (800) 672-2231 so we can take a closer look at your account and try to figure it out. Hang in there, Leslie, good luck!

  26. Thank you so much for reaching out. So far so good as far as payment goes the important thing is is that everybody stays safe and stays healthy.

  27. I hope you are taking steps to keep your line workers healthy. If one comes down with the virus and all are quarantined in a single area, how will we get our electric service fixed?

    Also, I’m pretty sure Scarlett above wasn’t talking about credit problems. She was asking about losing power and being on oxygen. If your line workers get sick and are quarantined, who puts the wire back up?

    1. Hi Barb. Thanks for your note — those are great questions! We have taken significant steps to keep our employees healthy and ensure we can still serve our customers. Our line workers and other employees critical to maintaining service are working in smaller teams, adjusting work schedules, practicing social distancing, monitoring themselves for any symptoms and taking other prevention measures recommended by the CDC. All employees who can are working from home to help prevent the spread of the virus.

      1. Yes, I recognize the corporate-speak. Yes, I know non-essential workers are home (the name really begs the question as to why they are employed). And, yes, I know line workers are, as you say, “critical to maintaining service.” Hence, my question remains: If your line workers in a particular area are quarantined (Dr. Acton predicts 60% of Ohioan will get the virus.), who puts the wire back up? How, exactly, will you maintain service?

        1. Barb, we prepare for all types of emergencies and have updated our plans for the COVID-19 pandemic. We’re closely monitoring the situation and don’t anticipate COVID-19 will disrupt our ability to provide electric service for our customers.

  28. I am a customer on the pip program. I am currently fine to pay my bill, but I’m sure there are others that are going to be very concerned. Since this a program that you have to pay on time or you loose the ability to be in the program. Has there been any thought into this?

    1. Hi Audrey. If you’re on this program then the best way to get your questions answered is to contact PIPP Assistance at (855) 654-7477 or AEPOhio.com/account/bills/assistance. You can also give us a call at (800) 672-2231.

  29. What about those on a payment arrangement through you guys? Will we be in default of our current arrangement if we are unable to make our payments on the due date? Or will we be given a grace period to pay it without being in default and losing our current payment plan?

    1. Hi Kayla. I wouldn’t want to comment on your specific situation since I am unable to see your account information. Please contact us by phone or through Facebook or Twitter to review your payment arrangement.

  30. Just curious on how AEP is keeping their field employees safe and protected during this pandemic. What safety practices have you implemented beyond your normal safety practices?

    1. Hi Stanley. Thanks for asking! Our line workers and other critical employees are working in smaller teams, adjusting their work schedules, practicing social distancing, monitoring themselves for any symptoms and taking other prevention measures that the CDC recommends. All employees who can are working from home.

  31. I am concerned that My March payment was not automatically taken out of my bank account! It was due on the 10th. Have you stopped auto pay?

    1. Hi Karen. Unfortunately, I’m not able to view your account so I’m not sure. We can look into this if you call (800) 672-2231 or get in touch via Facebook or Twitter.

  32. Hospitals all over this country are in immediate need of N95 masks. If AEP has spare masks, it is my hope that they will please donate directly to hospitals.

  33. Unfortunately, mine was disconnected before this announcement. I was working very hard to get it turned back on. Now, I have a stay at home order with 4 children that are out of school. We are in a horrific situation.

    1. That sounds awful, I’m sorry. Hang in there. I am having one of our customer service representatives get in touch with you as soon as possible.

  34. I am receiving calls from someone claiming to be from AEP who is trying to give me two $50 rebates and a dining certificate. The first time he called it was only one $50 rebate. He says there is something on my AEP bill that varifies this but it sure sounds fishy to me. Is there an AEP rebate out there for some reason?

  35. Hi yes I’ve just received my bill and I’m honestly not sure if I’m going to be able to pay it on time. I have had a job since February 28th and I’ve got to choose between food and my electric. This is a very stressful time for a 22 year old living alone without a job. I just need more time to pay it because I can not afford to not have electricity.

    1. Hi Madison. I’m so sorry to hear about your situation. These are tough times and we’re trying to help by temporarily suspending disconnections for non-payment. (Though we’re also urging customers to make every effort to keep their accounts current during the period when disconnections are suspended.) If you expect problems paying your bill, please call us or reach out to us on Facebook and Twitter. Good luck, and be well.

  36. Kroger is bringing in “Hero Bonus” for frontline employees during this crisis. For those you have working in the public, I sure hope you are doing something similar. These employees are forced to take great risks to their health.

  37. I heard that Ohio electric companies are offering one month free electric. People I know are getting a 0.00 bill. Is that true?

    1. Hello. Customers are still responsible for all billed electricity. Disconnections have been suspended but we are urging customers to make every effort to keep their accounts current during this period. If you anticipate problems paying your bill, please contact us to set up a payment arrangement. Sorry if there has been any confusion on this.

  38. Hello,

    My question is, we are all ordered to stay home. So our utilities are obviously going to go up. Is AEP going to offer a discount due to this circumstance?

    Thanks,
    RB

    1. We definitely understand your concern, RB. Unfortunately, under the circumstances, we’re unable to compensate for additional power being used. To allow our customers to focus on the safety and health of their families during the pandemic, we have offered additional payment arrangements along with the suspension of service disconnections.

  39. I would like to know why my husband received a call that they would be disconnecting our service?!?! We moved in February and out old apartment had outrageously high bills (upwards of 400-600 per month!!! When we found out we were paying for practically the whole building we moved and at our new place it hasn’t been over 130$. We were under a payment plan before moving and were paying extra to catch up… when we moved I was told to wait until we received our final bill for the old place before setting up new payment arrangements. The. Covid hit. We have kept current in all payments but still owe roughly 600$ from the old place…. we are in financial hardship and your workers can clearly see from our account that we are doing our best to pay…. I am truly disappointed in your bullying approach of threatening to shut off services during a pandemic… when my husband spoke to a supervisor he asked about the no disconnects and was told that yes there was a halt on them…. but the original worker calling didn’t seem to know this!

    1. I’m sorry to hear you haven’t received a straight answer yet, Erin. I want to help; unfortunately, I don’t have access to your account information. You will need to call us at 800-672-2231 so we can look into your situation.

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