Reviews

Worst company I have ever been robbed from!! Been without electric for almost 24hrs and nobody seems to know why. They over charge every month and don't give two shits about there customers!

Thank you for the inquiry regarding the customer. The customer was upset about their bill being overcharged every month. The customer billing statements were investigated, and it was seen that the billing statement that was due on 01/07/25, the customer had a total amount due of $204.95 = $116.19 for the delivery total billed + $124.76 for the supply total billed. The customer used 1,953 kWh for that month with a billing period of 11/13/24-12/12/24 for 30 days with accurate reading. Also, the customer was upset with their electricity being out for almost 24 hours and claimed that no one could tell them the cause of the outage. On 12/29/24, there was a windstorm that caused a tree to fall on the power line causing 84 customers to be without power. Also, there was a utility pole that was rotten and tagged to be replaced. Our company outage department had to get a 4-man crew to come out and repair the damage that the windstorm caused. Our company outage department repaired the damage, and the customers power was restored. The duration of the outage lasted 19 hours and 54 minutes. On 12/30/24, the customer called our company Emergency Services regarding their power being out for almost 24 hours and stated that we did not care anything about it using irate language also requesting their food to be reimbursed. The customer also mentioned that he was told that the power would be on by 2:00 PM. The Emergency Customer Service Representative informed the customer that our company could not reimburse them for the food they had lost, continuing to use irate language. The CSR was showing empathy to the customer regarding their food, not being able to be reimbursed but the customer continued to be disrespectful to the CSR not listening using irate language. The CSR informed the customer that our company crews was redispatches and seen that some of the repairs was completed but needed a secondary crew was needed to come out to finish repairing the damages the windstorm caused. The customer used irate language towards the customer frustrated that it was taking a long amount of time for our company crews to get their power restored. informed the customer that due to the number of outages that occurred at that time it is taking a while for customers’ power to be restored. The CSR informed the customer that it is recommended that they have a plan B in case this happens again and assured that the customer’s power would be restored as quickly and as safely as possible. The same day, the customer called our company Customer Service Department and spoke with a CSR regarding the outage that occurred and wanted to know why it was taking so long to get their power restored. The CSR informed the customer that as more information about what is causing the outage or how large it is, the estimated time (not actual times) changes and starts to vary. The customer started using irate language out of frustration stating that our company just lies to customers. The CSR informed the customer that our company crew were working on the damages to get repaired to get the customers power restored, and that they could not give the customer an explanation of what the holdup was in getting their power restored using irate language being a hostile customer then the call was disconnected by the customer. Our company cannot control or prevent auto accidents, wind, storms, trees from falling out of our R/W or lightning. Our company understands that power outages are frustrating for our customers & we are committed to providing reliable service to all customers. Still, it’s important for all customers to have a plan in place in case of a power outage. The customer may contact our company Customer Service Department at: 937-331-3900 Monday through Friday 8:00 AM to 5:00 PM. However, our company cannot guarantee priority restoration, and any customer would need to have a backup plan in place, such as using a generator or staying with a friend or family member during an outage. The customer also mentioned being upset about their bill being overcharged every month. The customer billing statements were investigated, and it was seen that the billing statement that was due on 01/07/25, the customer had a total amount due of $204.95 = $116.19 for the delivery total billed + $124.76 for the supply total billed. The customer used 1,953 kWh for that month with a billing period of 11/13/24-12/12/24 for 30 days with accurate reading. (Please see the customers billing statement attached). Our company knows accurate billing is important and is committed to minimizing disruptions and ensuring a seamless experience. We appreciate our customers’ patience and value their trust.

AES Customer service is horrible. They have given me the wrong information 3 times. Put a request in for a double charge they had taken from my account. Called 4 times, 10 days apart for the first 3 because of the info they gave me. Each "confirmed" I had put in a request, and gave me different info each time. The first lady said 10 days and it will be back in your account. Waited 10 days. Money not there. Called again, this lady says it's actually 10 days from the previous 10 as it has to be verified by their bank. Can't get all my money back now because it's a new billing cycle and it took the extra I had in there. Whatever. Sucks but I still need the remaining money for other bills. So she says I'll get it back in my account in those next 10 days. Called again cause my money still isn't there. This new lady says it's gonna be a check in the mail. First time I'm hearing this. Supposed to be in my account, now it's in the mail. I waited the 5-10 business days. Called on the 13th business day as it had still not arrived. I'm so annoyed of waiting I called to void the check now and keep it in my account. This gentleman now says there had been no requests for this refund..... Same account, nothing changed. Request confirmed 3 times and apparently never there. My advice, keep the extra money there. At least you know your next bill is covered somewhat. Not worth the ignorance and hassle of AES Customer Service. Should be called AES Customer Disservice.

Thank you for the inquiry regarding the customer. On 09/11/24, the customer called our company and spoke with a Customer Service Representative (CSR) regarding an automatic payment that was taken out of their checking account in the amount of $311.75 after the customer made a manual payment. On 09/18/24, the customer’s new bill was posted to the account. The CSR reached out to our company Supervisor and advised the customer that the payment of $311.75 will be refunded but the customer would have to wait 10 days from the payment posting on 09/20/24, so that it is fully posted to the customer’s account and then they can call our company back to request a refund. On 09/26/24, the customer spoke with a CSR regarding not receiving their refund of $311.75 as they were told. The CSR informed the customer that the date of 09/20/24 will begin the 10 days for the customer to receive their refund. On 10/02/24, the customer spoke with a CSR regarding not receiving their refund. The CSR informed the customer that since the payment of $311.75 was posted into account, a new bill was due and the amount of the bill that was due taken out from the refund amount of $311.75. The CSR informed the customer that the amount of the refund that they would be receiving totaled $142.95. The CSR informed the customer that any credit that was applied before the next bill due date was taken out from the credit that was applied to the account of the refund amount of $311.75, and any credit that remained after the bill due date will be processed and refunded to the customer in the form of a check. The CSR informed the customer that by the time of the full amount of the refund being processed on the due date our company had to wait the 10 business days, because sometimes the bank could refused the payment and that would have caused the payment to be returned, then the customer would not have been able to receive their refund, so for that reason the customer had to wait until the 10 business days. The CSR explained that next what happens is that the bill that posted on 09/18/24 took the payment that was due crediting the customer only for what they did not owe. On 10/16/24, the customer spoke with a CSR regarding not receiving the remaining refund amount of $142.95. The CSR informed the customer that the credit of $142.95 will apply to the next bill and informed the customer that also during the time of the refund requested, our company was going through a system upgrade so that may have caused the refund to not be processed. The customer agreed to let the remaining credit amount of $142.95 stay in their account to apply to the next bill. Currently the customer has an amount of $311.09 due on 03/10/25. If the customer needs assistance with their utilities, our company does have payment agreements available. The customer may contact our company Customer Service Department at 937 331-3900 Monday through Friday from 8:00 AM to 5:00 PM, or they can contact their local Community Action Partnership to sign up for the PIPP or HEAP Program by dialing *** ********.