We temporarily stopped all service disconnections for non-payment in March 2020, but disconnections for non-payment have resumed for all customers in West Virginia and Tennessee, and for non-residential customers in Virginia. No disconnect during protection dates if customer agrees and adheres to payment plan. Year-round protection from shut-off is available to all residential customers regardless of income with an initial down payment of 10 percent of a customer's total bill and a monthly budget plan. Temperature-based restrictions if unable to pay and has exhausted available assistance or is actively seeking assistance, or can pay, but only in installments. Total ban when <32. Use of this site constitutes acceptance of the AEP Terms and Conditions. Check with your PUC/PSC contacts and/or websites below to see if the state policy applies to your utility and read the Consumer FAQs or Bill of Rights for more information. 1996-2023 American Electric Power Company, Inc. All Rights Reserved. Disconnection with Notice: Prior to disconnecting your service, your water or sewer utility company must provide you with a separate written statement mailed or hand delivered. No disconnect for elderly or disabled when temperature is >95, or medical emergency. Commission may order a ban on all disconnections if severe weather or if dangerous to health of the customer. If a customer demonstrates a medical emergency from December through March, the utility shall not terminate service without offering a levelized plan. No disconnect if temperature is less than 10 F or less than 32 F for households with elderly age 62 or older. No disconnect if customer agrees to deferred or extended payment agreement. Cannot disconnect if payment agreement is in effect. Disconnect ban for those who are elderly, handicapped or seriously ill, households with a child under 2 years old, those who are receiving unemployment compensation, federal heating assistance or who qualify as a financial hardship (75% or less of state median income) or if arrears areless than $500 for primary source of heat or less than $200 if not primary heat source. Requires PUC approval. No disconnect if customer agrees and adheres to a payment plan. Utilities are required to offer payment plans to customers in danger of disconnection. Requires PUC approval. Low-income "hardship" policy - customers are entitled to have gas heat and electric service turned on between 11/1 and 5/1, even if they owe the utility company money. AEP has been known to disconnect customers for non-payment, but they have also disconnected customers for other reasons such as not meeting their service commitments.AEP typically disconnects customers after a certain amount of time has passed without payment. Customers unable to make payment may be eligible for amortization agreements not to exceed 12 months. Our simple transfer service makes it easier. Thanks for your interest in American Electric Power. To avoid unauthorized access, youll still have to enter your password. Additional service provider fees may apply. Start, Stop or Transfer Your Service START, STOP, OR TRANSFER SERVICE Start service Before you start, make sure you're not a current customer. Consumer line: 410-767-8000 (Baltimore) or 800-492-0474. New, continuing, or reconnection of service shall be provided if the customer enters into a written deferred payment plan to pay all past-due amounts. Use of this site constitutes acceptance of the AEP Terms and Conditions. For final bills and disconnection of your current service, contact your Retail Electric Provider (REP). Cannot disconnect any day when the temperature at 8 a.m. is below 32 F or if freezing temperatures are forcast for the next 24 hours for customers receiving public assistance or if household member is age 62 or older or disabled. Ban for special circumstances such as extreme weather or life-threatening situation. Updated 4:00 PM ET on Mar 03 Market data provided by Q4 Inc. 2022 Q4 Earnings Release A shock or arc blast from a temporary installation can be just as deadly as one from a permanent installation, and either type of installation is capable of igniting a fire if the conductors overheat or an arc is produced by faulty wiring. Money and Energy Savings for Your Business, Change your email, phone number, and other settings on your profile, Get bill and outage alerts, or manage how we contact you, This online function is currently only available to residential customers. Summer disconnent protection - a utility may not effect an involuntary disconnection of residential services in affected counties when an excessive heat watch, heat advisory, or excessive heat warning issued by the National Weather Service is in effect. If you have forgotten your security code, please call 888.710.4237. Customers called to full-time active military service during a time of declared national or state emergency or war, may apply for shut-off protection for up to 90 days and may request extensions of this protection by reapplying. Consumer line: 225-342-4404 (Baton Rouge) or 800-256-2397. Your security code is a short word or phrase you set up with our customer service associates to provide extra protection for your online account. Utilities must honor a physician's certificate in prescribed form that a customer/permanent resident has a serious medical condition and stating that suspension of service would result in substantial risk of death or grave impairment. Business customers, please contact us. Consumer line: 208-334-0300 or 800-432-0369. Summer disconnent protection - a utility may not effect an involuntary disconnection of residential services in affected counties when an excessive heat watch, heat advisory, or excessive heat warning issued by the National Weather Service is in effect. Cannot disconnect if a customer owes less than $75 or no more than last month's balance on Nov. 1. Three utilities. 30 day delay, with renewals up to 90 days, if physician certifies that disconnect would adversely affect the health of a household member. Disconnections are prohibited if customer agrees and adheres to payment plan. If the customer's service has already been disconnected, the customer must pay a reconnect fee of no more than $36 to restore. Elderly and handicapped must have 48 hours notice. TTY: 907-276-4533. . Consumer line: 800-225-7729, 608-266-2001 (Madison). Disconnection is prohibited if customer agrees and adheres to a monthly payment during the winter period. Disconnection is delayed if a medical emergency exists or 10% of the delinquent balance is paid within 5 business days. No disconnect if customer agrees and adheres to payment plan. Consumer line: 303-894-2070 (Denver) or 800-456-0858. Prohibited from disconnect if customer agrees and adheres to payment plan. No disconnect during protection dates if customer agrees and adheres to payment plan. If a household is shut off prior to December 1, the utility must attempt to contact the customer and attempt to negotiate an agreement regarding payment of any arrearages and restoration of service. Low income customers must make monthly payments of at least 7% of their estimated annual bill, along with a portion of any past-due amount, November through March to avoid shut-off. Delay disconnection for 30 days if detrimental to health of a household member, certified by a health professional. Termination would be postponed 30 days if adverse effect on a resident's illness or disability; certification by licensed physician required. Our goal is to work with customers to avoid having electric service disconnected through extended payment arrangements and bill assistance programs. This applies to both regulated and non-regulated energy vendors. Turn off electricity at your address and close your account. Use this feature if you're an individual who is keeping service at your current residence, but you also want to start service at an additional address. Allows customers to extend payment of pre-existing arrears beyond 12 months. Modify or upgrade service Reposition service equipment Move to new location Request a Letter of Credit If you need a credit reference, we can send one based on your history with us. Disconnection delayed for up to 63 days if detrimental to health or safety of household member. Consumer line: 866-380-9816 or 919-733-9277. Customers may negotiate a payment plan with the company for reconnection during the months of November through March if they are "income qualified" for certain public assistance programs and if they secure and present an official "Certificate of Need" from the state social services office. 4-6101; 702-486-2600 (Vegas); 775-684-6100 (Reno). The low temperature threshold does not apply if an energy utility offers a Commission-approved winter protection program. Prohibits disconnect if customer is blind, disabled, or 62 years or older and the remaining household members are 62 years or older, 18 years or under, or blind or disabled unless the utility contacts the household 72 hours prior to termination of service for the purpose of devising a pay plan. Disconnect shall be postponed for 21 days due to the medical condition of an occupant. The General Assembly is continuing a ban on service disconnections for the most vulnerable Dominion Energy customers through March 1, 2022. Consumer line: 404-656-4501or 800-282-5813. Unpaid Utility Bills When you opt in, we automatically fill in your ID from then on. Traditionally, utilities send a metering service person to connect or disconnect the meter. Winter Protection Plan for elderly 65 years or older, recipients of Medicaid, Food Stamps or Department of Human Services cash assistance, full time active military personnel or persons needing critical care or having a certified medical emergency. Consumer line: 603-271-1172 or 800-852-3793, Ban on disconnection for customers receiving Lifeline, LIHEAP, TANF, SSI, PAAD or GA or households unable to pay overdue amounts because of unemployment, medical expenses, or recent death of spouse. Termination may be postponed for up to 21 days (plus one renewal) with a physician's certificate or notice from a public health official stating that termination would be detrimental to the health/safety of a person. Service cannot be disconnected if customer agrees and adheres to payment plan. 30 day delay if physician certifies that disconnect would adversely affect the health of a household member. 1996-2023 American Electric Power. Temporarily suspending service disconnections to lessen any hardship the COVID-19 pandemic may have on customers. Must have a termination notice and have been refused utility service; appliied for HEAT and Red Cross energy assistance and make a good faith effort to pay utility bill on a consistent basis during moratorium. However, smaller water, gas, electric and wastewater. Customers called to full-time active military service during a time of declared national or state emergency or war, may apply for shut-off protection for up to 90 days and may request extensions of this protection by reapplying. Heist said he . The 30-calendar day delays may be consecutive. Disconnect is not allowed unless arrears are more than $125 for gas non-heating, $225 for electric non-heating and more than $450 for gas, electric and steam heating. However, if you're moving to another AEP address, use our transfer service form. Utilities must delay disconnect for 30 days for customers who are age 65 or older, ill, or disabled. AEP's advocacy helps 26 school districts receive federal funding to purchase 170 new battery-electric buses. 1-800-277-2177 To report power outages, check outage status, or view outage maps, enter your ZIP code below: Enter Zip Code Report problem Other Contacts Career inquiries Investor relations Media relations Supplier registration AEP Corporate Headquarters Phone: 614-716-1000 1996-2023 American Electric Power. emergency. Disconnection is delayed 60 days with certification of medical emergency, may be renewed every 60 days as necessary. Disconnect ban if customer declares inability to pay and income is <50% state median income and agrees to payment plan or if eligible customer pays 10% of income or the full amount of current bill (whichever is less) or if customer agrees and adheres to payment plan. https://www.energyandpolicy.org/utilities-disconnect-coronavirus/, table of state seasonal termination protections only, https://psc.alabama.gov/file-a-complaint/, Alabama Public Service Commission General Rules, http://rca.alaska.gov/RCAWeb/ForConsumers/SubmitInformalComplaint.aspx, Alaska Administrative Code - Disconnection of Services, https://efiling.azcc.gov/online-services/utilities-complaint-external, Arizona Residential Utility Consumer Office, www.cpuc.ca.gov/about-cpuc/divisions/news-and-public-information-office/consumer-affairs-branch/frequently-asked-questions, www.dora.state.co.us/pls/real/CCTS_oWEB.complaint_form, www.dpuc.state.ct.us/CAIUI.NSF/RevWebIntake?OpenForm, https://depsc.delaware.gov/frequently-asked-questions/, https://depsc.delaware.gov/formal-complaint-process/, 3002 Regulations Governing Termination of Residential Electric or Natural Gas Service by Public Utilities for Non-Payment During Extreme Seasonal Temperatures Conditions, www.dcpsc.org/Consumers-Corner/Utility-Bills-Complaints-and-Service-Providers/Consumer-Bill-of-Rights.aspx, www.dcpsc.org/Consumers-Corner/Utility-Bills-Complaints-and-Service-Providers/Utility-Consumer-Complaints-Mediation-Inquiries.aspx, District of Columbia Municipal Regulations Grounds for Disconnection, www.psc.state.fl.us/ConsumerAssistance/ComplaintForm, http://crs.psc.state.ga.us/Consumer/Contact/utilityIndustry.aspx?type=Inquiry, State of Georgia Public Service Commission, State of Hawaii Public Service Commission, https://puc.idaho.gov/Form/ConsumerAssistance, History of Restrictions on Winter Disconnection, Idaho Residential Utility Disconnection Factsheet, Illinois Public Utility Act (220 ILCS 5 / 8-206), ity Consumer Counselor - Winter Disconnection Moratorium: Frequently Asked Questions, https://iub.iowa.gov/sites/default/files/documents/2018/09/2018.09.18_r_r_gas.pdf, https://iub.iowa.gov/sites/default/files/documents/2021/10/customer-rights-and-responsibilities-electric-9.29.21.pdf, owa Utilities Board - Utility Service Questions Brochure (2018), www.kcc.ks.gov/file-a-complaint/file-a-utility-complaint, Kansas Corporation Commission - Electric, Natural Gas and Water Billing Standards, https://psc.ky.gov/PSC_WebNet/Inquiry.aspx, www.maine.gov/mpuc/consumer-assistance/faq, www.maine.gov/mpuc/consumer-assistance/file-complaint, http://webapp.psc.state.md.us/Intranet/psc/faq_new.cfm, http://webapp.psc.state.md.us/Intranet/info/complaintfront_new.cfm, Maryland Office of People's Counsel Fact Sheet: Consumer Information About Gas and Electric Utility Service, www.michigan.gov/mpsc/consumer/natural-gas, www.michigan.gov/mpsc/consumer/electricity, www.michigan.gov/mpsc/consumer/complaints, Michigan Public Service Commission Fact Sheet, https://mn.gov/puc/consumers/shut-off-protection/, https://mn.gov/puc-stat/documents//pdf_files/011566.pdf, Rules and Regulations Governing Public Utility Service, https://psc.mo.gov/CMSInternetData/ConsumerInformation/The%20Cold%20Weather%20Rule.pdf, www.efis.psc.mo.gov/mpsc/complaintform.asp, https://psc.mt.gov/Consumers/Request-Assistance, Administrative Rules of Montana (ARM) 38.5.2505, https://psc.nebraska.gov/natural-gas/natural-gas-complaint-form, http://puc.nv.gov/FAQ/Termination_of_Service/, http://puc.nv.gov/FAQ/Resolving_Disputes/, State of Nevada Public Utilities Commission, New Hamphire Public Utilities Commission - Winter Disconnection Rules for Electric and Gas Customers, www.bpu.state.nj.us/bpu/assistance/rights/, www.bpu.state.nj.us/bpu/assistance/complaints/inquiry.html, New Jersey Administrative Code 14:3-3A.5, www.nmprc.state.nm.us/consumer-relations/faqs.html, www.nmprc.state.nm.us/consumer-relations/file-complaint.html, https://psc.nd.gov/docs/ysk/e-1-protection-from-electric-and-natural-gas-disconnections.pdf, Protection from Electric and Natural Gas Connections, www.puco.ohio.gov/be-informed/consumer-topics/electric-customers39-bill-of-rights/, www.puco.ohio.gov/puco/index.cfm/contact-us/contact-us-form/index.cfm?intype=question, www.occeweb.com/Complaints/pucomplaints2.html, According to the Responsible Utility Customer Protection Act, www.puc.state.pa.us/general/consumer_ed/pdf/Act201.pdf, www.puc.state.pa.us/general/onlineforms/pdf/official_complaint_form_final.pdf, www.puc.pa.gov/filing_resources/filing_complaints/informal_complaint_form.aspx, Responsible Utility Customer Protection Act, https://ripuc.ri.gov/consumer-information, https://ripuc.ri.gov/consumer-information/how-file-complaint, www.psc.sc.gov/consumer-info/file-complaint, 20:10:20:10.