{"id":"aep","page":"https://escalate.alexgaoth.com/#/c/aep","html":"https://escalate.alexgaoth.com/c/aep/","generated":"2026-10-15","company":{"id":"aep","name":"American Electric Power","aliases":["AEP","AEP Ohio","Ohio Power Company","Appalachian Power","Indiana Michigan Power","I&M","Kentucky Power","Public Service Company of Oklahoma","PSO","Southwestern Electric Power Company","SWEPCO","AEP Texas"],"sector":"utility","website":"https://www.aep.com","notes":"AEP operating companies and their states: AEP Ohio (Ohio Power Company, Ohio), Appalachian Power (Virginia, West Virginia, Tennessee), Indiana Michigan Power (Indiana, Michigan), Kentucky Power (eastern Kentucky), Public Service Company of Oklahoma (Oklahoma), SWEPCO (Louisiana, Arkansas, East Texas and the north Texas Panhandle) and AEP Texas (south and west Texas). Each has its own website and phone number; use the one on the bill. Texas retail electric providers list AEP Texas as the delivery utility (TDU) for outages, so customers there are billed by their retail provider and complain about bills to that provider. State commissions include the Public Utilities Commission of Ohio (PUCO), Virginia State Corporation Commission, Public Service Commission of West Virginia, Tennessee Public Utility Commission, Indiana Utility Regulatory Commission, Michigan Public Service Commission, Kentucky Public Service Commission, Oklahoma Corporation Commission, Louisiana Public Service Commission, Arkansas Public Service Commission and Public Utility Commission of Texas.","channels":[{"id":"aep-ohio-phone","type":"phone","label":"AEP Ohio Customer Solutions Center, emergencies and safety hazards","value":"+1-800-672-2231","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.aepohio.com/contact/","last_verified":"2026-10-12"},{"id":"aep-ohio-customer-concerns-mail","type":"mail","label":"AEP Ohio Customer Concerns (written complaints)","value":"Customer Concerns, 4500 S. Hamilton Road, Groveport, OH 43125","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"id":"aep-ohio-payment-arrangement","type":"portal","label":"AEP Ohio payment arrangement request","value":"https://www.aepohio.com/account/bills/pay/assistance/arrangement","purposes":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"},{"id":"aep-ohio-assistance-page","type":"portal","label":"AEP Ohio payment assistance (PIPP Plus, HEAP, Neighbor to Neighbor)","value":"https://www.aepohio.com/account/bills/pay/assistance/","purposes":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"},{"id":"appalachian-va-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Virginia) and emergencies","value":"+1-800-956-4237","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-tn-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Tennessee)","value":"+1-800-967-4237","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-wv-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (West Virginia)","value":"+1-800-982-4237","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-indiana-phone","type":"phone","label":"Indiana Michigan Power (Indiana) customer service and emergencies","value":"+1-800-311-4634","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-michigan-phone","type":"phone","label":"Indiana Michigan Power (Michigan) customer service","value":"+1-800-311-6424","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"kentucky-power-phone","type":"phone","label":"Kentucky Power Customer Solutions Center and emergencies","value":"+1-800-572-1113","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.kentuckypower.com/contact/","last_verified":"2026-10-12"},{"id":"pso-customer-phone","type":"phone","label":"PSO Customer Operations Center (833-PSO-POWR)","value":"+1-833-776-7697","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Spanish line 888-216-3505.","source":"https://www.psoklahoma.com/contact/","last_verified":"2026-10-12"},{"id":"pso-outage-phone","type":"phone","label":"PSO safety hazards and outages (833-PSO-OUTG)","value":"+1-833-776-6884","purposes":["service_outage"],"notes":"Spanish line 888-218-3924.","source":"https://www.psoklahoma.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-customer-phone","type":"phone","label":"SWEPCO Customer Operations Center (East Texas, Louisiana, Arkansas)","value":"+1-888-216-3523","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-outage-phone","type":"phone","label":"SWEPCO emergencies and outages (East Texas, Louisiana, Arkansas)","value":"+1-888-218-3919","hours":"24 hours","purposes":["service_outage"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-panhandle-phone","type":"phone","label":"SWEPCO Customer Operations Center (North Texas Panhandle)","value":"+1-800-723-7430","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"aep-texas-phone","type":"phone","label":"AEP Texas customer service and emergencies","value":"+1-877-373-4858","hours":"24 hours for emergencies and hazards","purposes":["billing_error","poor_service"],"source":"https://www.aeptexas.com/contact/","last_verified":"2026-10-12"},{"id":"aep-texas-outage-phone","type":"phone","label":"AEP Texas outages (also SWEPCO North Texas Panhandle emergencies)","value":"+1-866-223-8508","purposes":["service_outage"],"source":"https://www.aeptexas.com/contact/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call the operating company's number from this file or the bill."},{"rung":"supervisor"},{"rung":"written_complaint","channel":"aep-ohio-customer-concerns-mail","note":"Published for AEP Ohio. Other operating companies publish only an online contact form on their Contact Us page."},{"rung":"state_agency","agency_kind":"utility_commission","note":"AEP Ohio says to contact the PUCO if a complaint is not resolved after calling AEP Ohio. Other states: the commission listed in notes."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Ask the operating company to review the bill and test the meter; AEP Ohio's first meter test is free.","evidence":["the bill","meter readings","earlier bills","notes of each call"],"steps":[{"do":"Call the operating company and ask whether the reading was actual or estimated. Ask for a correction.","channel":"aep-ohio-phone","note":"Use your own operating company's number."},{"do":"Ask for a meter test. In Ohio you may be present at the test and get a written explanation of the results."},{"do":"In Ohio, if the call does not settle it, write to Customer Concerns, then contact the PUCO.","channel":"aep-ohio-customer-concerns-mail"},{"do":"If you buy power from another supplier in Ohio, ask that supplier about its charges (its number is on the AEP Ohio bill)."}],"facts":[{"kind":"fee","claim":"AEP Ohio: the first meter test is free; there may be a fee for additional tests in the following three years. If the meter is outside tolerance, the account is credited for overpayments and fees.","issues":["billing_error"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"AEP Ohio: file a complaint by calling customer service, through Contact Us at AEPOhio.com, or in writing to Customer Concerns. If it is not resolved, contact the PUCO.","issues":["billing_error","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a payment plan; in Ohio use the winter one-third plan, PIPP Plus or a medical certification.","evidence":["disconnection notice","account number","physician certification if it applies","income documents for PIPP Plus"],"steps":[{"do":"Call the operating company before the shutoff date and ask for a payment arrangement.","channel":"aep-ohio-payment-arrangement"},{"do":"In Ohio, from November 1 to April 15, ask for the Winter Heating Season Plan (pay one-third of the total bill each month).","channel":"aep-ohio-phone"},{"do":"If disconnection would be especially dangerous to someone's health, have a physician certify it."},{"do":"Apply for PIPP Plus, HEAP or Neighbor to Neighbor.","channel":"aep-ohio-assistance-page"}],"facts":[{"kind":"policy","claim":"AEP Ohio will not shut off service for unpaid bills if a physician certifies that it would be especially dangerous to the health of someone in the household; the limit is three 30-day medical certifications in a 12-month period.","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"AEP Ohio: from November 1 through April 15, residential customers are mailed an additional 10-day disconnect notice before service may be shut off.","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"AEP Ohio shuts off service only between 8:30 a.m. and 4 p.m. Monday through Thursday, and 8:30 a.m. to 12:30 p.m. on Friday and days before certain holidays.","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"AEP Ohio offers a One-Ninth Payment Plan year round (nine equal monthly payments on the arrears plus a budget plan) and a Winter Heating Season Plan from November 1 through April 15 (one-third of the total bill each month).","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PIPP Plus (Ohio) is for households at or below 175 percent of the federal poverty guidelines; after 24 on-time, in-full payments in a row, the outstanding balance is eliminated.","issues":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"AEP Ohio's cash deposit is capped by PUCO rules; ask for the refund terms in writing.","evidence":["deposit amount and date","payment history"],"steps":[{"do":"Ask the operating company when the deposit will be refunded and what interest applies.","channel":"aep-ohio-phone"}],"facts":[{"kind":"limit","claim":"AEP Ohio's cash deposit can't be more than an average 30-day bill plus 30 percent. Residential customers may offer a guarantor instead.","issues":["deposit_refund"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages online or to the operating company's emergency number.","evidence":["service address","outage start time"],"steps":[{"do":"Report the outage online (the /outages/report page on the operating company site) or call its emergency number.","channel":"aep-ohio-phone","note":"Use the outage or emergency number for your own operating company."}]}],"known_blockers":["The AEP Ohio customer handbook used here is marked Revised 11.23.2021. Check the current handbook for changes.","Outage status pages and most account changes need sign-in."],"official_domains":["aep.com","aepohio.com","appalachianpower.com","indianamichiganpower.com","kentuckypower.com","psoklahoma.com","swepco.com","aeptexas.com"],"security":{"never_asks":[{"kind":"policy","claim":"AEP Ohio and the other AEP operating companies say they never ask customers to use prepaid debit cards for payment.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers posing as utility employees threaten to shut off power unless an immediate payment is made, often by prepaid debit card, or ask for personal information under a false threat of disconnection.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Some scammers show the utility's name on caller ID or play a telephone recording that sounds like the utility's phone system message.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers they need a new meter and must pay before the new meter is installed.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers go door to door offering to negotiate a lower total bill amount if an immediate payment is made.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer a discount on the bill if the customer signs up for auto-pay.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-aep-ohio","type":"phone","label":"Report a scam or verify a call (AEP Ohio)","value":"+1-800-672-2231","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-appalachian-power","type":"phone","label":"Report a scam or verify a call (Appalachian Power)","value":"+1-800-956-4237","source":"https://www.appalachianpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-indiana-michigan-power","type":"phone","label":"Report a scam or verify a call (Indiana Michigan Power)","value":"+1-800-311-4634","source":"https://www.indianamichiganpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-kentucky-power","type":"phone","label":"Report a scam or verify a call (Kentucky Power)","value":"+1-800-572-1113","source":"https://www.kentuckypower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-pso","type":"phone","label":"Report a scam or verify a call (Public Service Company of Oklahoma)","value":"+1-833-776-7697","source":"https://www.psoklahoma.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-swepco","type":"phone","label":"Report a scam or verify a call (SWEPCO)","value":"+1-888-216-3523","source":"https://www.swepco.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-aep-texas","type":"phone","label":"Report a scam or verify a call (AEP Texas)","value":"+1-877-373-4858","source":"https://www.aeptexas.com/account/bills/fraud-scams","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"aep","name":"American Electric Power","sector":"utility","website":"https://www.aep.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Ask the operating company to review the bill and test the meter; AEP Ohio's first meter test is free.","evidence":["the bill","meter readings","earlier bills","notes of each call"],"steps":[{"do":"Call the operating company and ask whether the reading was actual or estimated. Ask for a correction.","note":"Use your own operating company's number.","channel":{"id":"aep-ohio-phone","type":"phone","label":"AEP Ohio Customer Solutions Center, emergencies and safety hazards","value":"+1-800-672-2231","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.aepohio.com/contact/","last_verified":"2026-10-12"}},{"do":"Ask for a meter test. In Ohio you may be present at the test and get a written explanation of the results."},{"do":"In Ohio, if the call does not settle it, write to Customer Concerns, then contact the PUCO.","channel":{"id":"aep-ohio-customer-concerns-mail","type":"mail","label":"AEP Ohio Customer Concerns (written complaints)","value":"Customer Concerns, 4500 S. Hamilton Road, Groveport, OH 43125","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}},{"do":"If you buy power from another supplier in Ohio, ask that supplier about its charges (its number is on the AEP Ohio bill)."}],"channels":[{"id":"aep-ohio-phone","type":"phone","label":"AEP Ohio Customer Solutions Center, emergencies and safety hazards","value":"+1-800-672-2231","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.aepohio.com/contact/","last_verified":"2026-10-12"},{"id":"aep-ohio-customer-concerns-mail","type":"mail","label":"AEP Ohio Customer Concerns (written complaints)","value":"Customer Concerns, 4500 S. Hamilton Road, Groveport, OH 43125","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"id":"appalachian-va-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Virginia) and emergencies","value":"+1-800-956-4237","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-tn-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Tennessee)","value":"+1-800-967-4237","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-wv-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (West Virginia)","value":"+1-800-982-4237","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-indiana-phone","type":"phone","label":"Indiana Michigan Power (Indiana) customer service and emergencies","value":"+1-800-311-4634","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-michigan-phone","type":"phone","label":"Indiana Michigan Power (Michigan) customer service","value":"+1-800-311-6424","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"kentucky-power-phone","type":"phone","label":"Kentucky Power Customer Solutions Center and emergencies","value":"+1-800-572-1113","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.kentuckypower.com/contact/","last_verified":"2026-10-12"},{"id":"pso-customer-phone","type":"phone","label":"PSO Customer Operations Center (833-PSO-POWR)","value":"+1-833-776-7697","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Spanish line 888-216-3505.","source":"https://www.psoklahoma.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-customer-phone","type":"phone","label":"SWEPCO Customer Operations Center (East Texas, Louisiana, Arkansas)","value":"+1-888-216-3523","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-panhandle-phone","type":"phone","label":"SWEPCO Customer Operations Center (North Texas Panhandle)","value":"+1-800-723-7430","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"aep-texas-phone","type":"phone","label":"AEP Texas customer service and emergencies","value":"+1-877-373-4858","hours":"24 hours for emergencies and hazards","purposes":["billing_error","poor_service"],"source":"https://www.aeptexas.com/contact/","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"AEP Ohio: the first meter test is free; there may be a fee for additional tests in the following three years. If the meter is outside tolerance, the account is credited for overpayments and fees.","issues":["billing_error"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"AEP Ohio: file a complaint by calling customer service, through Contact Us at AEPOhio.com, or in writing to Customer Concerns. If it is not resolved, contact the PUCO.","issues":["billing_error","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Call the operating company's number from this file or the bill.","candidate_channels":["aep-ohio-phone","aep-ohio-customer-concerns-mail","appalachian-va-phone","appalachian-tn-phone","appalachian-wv-phone","im-indiana-phone","im-michigan-phone","kentucky-power-phone","pso-customer-phone","swepco-customer-phone","swepco-panhandle-phone","aep-texas-phone"]},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Published for AEP Ohio. Other operating companies publish only an online contact form on their Contact Us page.","channel":{"id":"aep-ohio-customer-concerns-mail","type":"mail","label":"AEP Ohio Customer Concerns (written complaints)","value":"Customer Concerns, 4500 S. Hamilton Road, Groveport, OH 43125","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"AEP Ohio says to contact the PUCO if a complaint is not resolved after calling AEP Ohio. Other states: the commission listed in notes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The AEP Ohio customer handbook used here is marked Revised 11.23.2021. Check the current handbook for changes.","Outage status pages and most account changes need sign-in."],"security":{"official_domains":["aep.com","aepohio.com","appalachianpower.com","indianamichiganpower.com","kentuckypower.com","psoklahoma.com","swepco.com","aeptexas.com"],"never_asks":[{"kind":"policy","claim":"AEP Ohio and the other AEP operating companies say they never ask customers to use prepaid debit cards for payment.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers posing as utility employees threaten to shut off power unless an immediate payment is made, often by prepaid debit card, or ask for personal information under a false threat of disconnection.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Some scammers show the utility's name on caller ID or play a telephone recording that sounds like the utility's phone system message.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers they need a new meter and must pay before the new meter is installed.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers go door to door offering to negotiate a lower total bill amount if an immediate payment is made.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer a discount on the bill if the customer signs up for auto-pay.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-aep-ohio","type":"phone","label":"Report a scam or verify a call (AEP Ohio)","value":"+1-800-672-2231","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-appalachian-power","type":"phone","label":"Report a scam or verify a call (Appalachian Power)","value":"+1-800-956-4237","source":"https://www.appalachianpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-indiana-michigan-power","type":"phone","label":"Report a scam or verify a call (Indiana Michigan Power)","value":"+1-800-311-4634","source":"https://www.indianamichiganpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-kentucky-power","type":"phone","label":"Report a scam or verify a call (Kentucky Power)","value":"+1-800-572-1113","source":"https://www.kentuckypower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-pso","type":"phone","label":"Report a scam or verify a call (Public Service Company of Oklahoma)","value":"+1-833-776-7697","source":"https://www.psoklahoma.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-swepco","type":"phone","label":"Report a scam or verify a call (SWEPCO)","value":"+1-888-216-3523","source":"https://www.swepco.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-aep-texas","type":"phone","label":"Report a scam or verify a call (AEP Texas)","value":"+1-877-373-4858","source":"https://www.aeptexas.com/account/bills/fraud-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":38},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 38 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AEP operating companies and their states: AEP Ohio (Ohio Power Company, Ohio), Appalachian Power (Virginia, West Virginia, Tennessee), Indiana Michigan Power (Indiana, Michigan), Kentucky Power (eastern Kentucky), Public Service Company of Oklahoma (Oklahoma), SWEPCO (Louisiana, Arkansas, East Texas and the north Texas Panhandle) and AEP Texas (south and west Texas). Each has its own website and phone number; use the one on the bill. Texas retail electric providers list AEP Texas as the delivery utility (TDU) for outages, so customers there are billed by their retail provider and complain about bills to that provider. State commissions include the Public Utilities Commission of Ohio (PUCO), Virginia State Corporation Commission, Public Service Commission of West Virginia, Tennessee Public Utility Commission, Indiana Utility Regulatory Commission, Michigan Public Service Commission, Kentucky Public Service Commission, Oklahoma Corporation Commission, Louisiana Public Service Commission, Arkansas Public Service Commission and Public Utility Commission of Texas.","warnings":[]},"disconnection":{"company":{"id":"aep","name":"American Electric Power","sector":"utility","website":"https://www.aep.com","account_url":null},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Ask for a payment plan; in Ohio use the winter one-third plan, PIPP Plus or a medical certification.","evidence":["disconnection notice","account number","physician certification if it applies","income documents for PIPP Plus"],"steps":[{"do":"Call the operating company before the shutoff date and ask for a payment arrangement.","channel":{"id":"aep-ohio-payment-arrangement","type":"portal","label":"AEP Ohio payment arrangement request","value":"https://www.aepohio.com/account/bills/pay/assistance/arrangement","purposes":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"}},{"do":"In Ohio, from November 1 to April 15, ask for the Winter Heating Season Plan (pay one-third of the total bill each month).","channel":{"id":"aep-ohio-phone","type":"phone","label":"AEP Ohio Customer Solutions Center, emergencies and safety hazards","value":"+1-800-672-2231","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.aepohio.com/contact/","last_verified":"2026-10-12"}},{"do":"If disconnection would be especially dangerous to someone's health, have a physician certify it."},{"do":"Apply for PIPP Plus, HEAP or Neighbor to Neighbor.","channel":{"id":"aep-ohio-assistance-page","type":"portal","label":"AEP Ohio payment assistance (PIPP Plus, HEAP, Neighbor to Neighbor)","value":"https://www.aepohio.com/account/bills/pay/assistance/","purposes":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"}}],"channels":[{"id":"aep-ohio-phone","type":"phone","label":"AEP Ohio Customer Solutions Center, emergencies and safety hazards","value":"+1-800-672-2231","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.aepohio.com/contact/","last_verified":"2026-10-12"},{"id":"aep-ohio-customer-concerns-mail","type":"mail","label":"AEP Ohio Customer Concerns (written complaints)","value":"Customer Concerns, 4500 S. Hamilton Road, Groveport, OH 43125","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"id":"aep-ohio-payment-arrangement","type":"portal","label":"AEP Ohio payment arrangement request","value":"https://www.aepohio.com/account/bills/pay/assistance/arrangement","purposes":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"},{"id":"aep-ohio-assistance-page","type":"portal","label":"AEP Ohio payment assistance (PIPP Plus, HEAP, Neighbor to Neighbor)","value":"https://www.aepohio.com/account/bills/pay/assistance/","purposes":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"},{"id":"appalachian-va-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Virginia) and emergencies","value":"+1-800-956-4237","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-tn-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Tennessee)","value":"+1-800-967-4237","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-wv-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (West Virginia)","value":"+1-800-982-4237","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-indiana-phone","type":"phone","label":"Indiana Michigan Power (Indiana) customer service and emergencies","value":"+1-800-311-4634","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-michigan-phone","type":"phone","label":"Indiana Michigan Power (Michigan) customer service","value":"+1-800-311-6424","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"kentucky-power-phone","type":"phone","label":"Kentucky Power Customer Solutions Center and emergencies","value":"+1-800-572-1113","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.kentuckypower.com/contact/","last_verified":"2026-10-12"},{"id":"pso-customer-phone","type":"phone","label":"PSO Customer Operations Center (833-PSO-POWR)","value":"+1-833-776-7697","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Spanish line 888-216-3505.","source":"https://www.psoklahoma.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-customer-phone","type":"phone","label":"SWEPCO Customer Operations Center (East Texas, Louisiana, Arkansas)","value":"+1-888-216-3523","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-panhandle-phone","type":"phone","label":"SWEPCO Customer Operations Center (North Texas Panhandle)","value":"+1-800-723-7430","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"AEP Ohio will not shut off service for unpaid bills if a physician certifies that it would be especially dangerous to the health of someone in the household; the limit is three 30-day medical certifications in a 12-month period.","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"AEP Ohio: from November 1 through April 15, residential customers are mailed an additional 10-day disconnect notice before service may be shut off.","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"AEP Ohio shuts off service only between 8:30 a.m. and 4 p.m. Monday through Thursday, and 8:30 a.m. to 12:30 p.m. on Friday and days before certain holidays.","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"AEP Ohio offers a One-Ninth Payment Plan year round (nine equal monthly payments on the arrears plus a budget plan) and a Winter Heating Season Plan from November 1 through April 15 (one-third of the total bill each month).","issues":["disconnection"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PIPP Plus (Ohio) is for households at or below 175 percent of the federal poverty guidelines; after 24 on-time, in-full payments in a row, the outstanding balance is eliminated.","issues":["disconnection"],"source":"https://www.aepohio.com/account/bills/pay/assistance/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Call the operating company's number from this file or the bill.","candidate_channels":["aep-ohio-phone","aep-ohio-customer-concerns-mail","appalachian-va-phone","appalachian-tn-phone","appalachian-wv-phone","im-indiana-phone","im-michigan-phone","kentucky-power-phone","pso-customer-phone","swepco-customer-phone","swepco-panhandle-phone","aep-texas-phone"]},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Published for AEP Ohio. Other operating companies publish only an online contact form on their Contact Us page.","channel":{"id":"aep-ohio-customer-concerns-mail","type":"mail","label":"AEP Ohio Customer Concerns (written complaints)","value":"Customer Concerns, 4500 S. Hamilton Road, Groveport, OH 43125","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"AEP Ohio says to contact the PUCO if a complaint is not resolved after calling AEP Ohio. Other states: the commission listed in notes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The AEP Ohio customer handbook used here is marked Revised 11.23.2021. Check the current handbook for changes.","Outage status pages and most account changes need sign-in."],"security":{"official_domains":["aep.com","aepohio.com","appalachianpower.com","indianamichiganpower.com","kentuckypower.com","psoklahoma.com","swepco.com","aeptexas.com"],"never_asks":[{"kind":"policy","claim":"AEP Ohio and the other AEP operating companies say they never ask customers to use prepaid debit cards for payment.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers posing as utility employees threaten to shut off power unless an immediate payment is made, often by prepaid debit card, or ask for personal information under a false threat of disconnection.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Some scammers show the utility's name on caller ID or play a telephone recording that sounds like the utility's phone system message.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers they need a new meter and must pay before the new meter is installed.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers go door to door offering to negotiate a lower total bill amount if an immediate payment is made.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer a discount on the bill if the customer signs up for auto-pay.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-aep-ohio","type":"phone","label":"Report a scam or verify a call (AEP Ohio)","value":"+1-800-672-2231","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-appalachian-power","type":"phone","label":"Report a scam or verify a call (Appalachian Power)","value":"+1-800-956-4237","source":"https://www.appalachianpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-indiana-michigan-power","type":"phone","label":"Report a scam or verify a call (Indiana Michigan Power)","value":"+1-800-311-4634","source":"https://www.indianamichiganpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-kentucky-power","type":"phone","label":"Report a scam or verify a call (Kentucky Power)","value":"+1-800-572-1113","source":"https://www.kentuckypower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-pso","type":"phone","label":"Report a scam or verify a call (Public Service Company of Oklahoma)","value":"+1-833-776-7697","source":"https://www.psoklahoma.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-swepco","type":"phone","label":"Report a scam or verify a call (SWEPCO)","value":"+1-888-216-3523","source":"https://www.swepco.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-aep-texas","type":"phone","label":"Report a scam or verify a call (AEP Texas)","value":"+1-877-373-4858","source":"https://www.aeptexas.com/account/bills/fraud-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":38},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 38 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AEP operating companies and their states: AEP Ohio (Ohio Power Company, Ohio), Appalachian Power (Virginia, West Virginia, Tennessee), Indiana Michigan Power (Indiana, Michigan), Kentucky Power (eastern Kentucky), Public Service Company of Oklahoma (Oklahoma), SWEPCO (Louisiana, Arkansas, East Texas and the north Texas Panhandle) and AEP Texas (south and west Texas). Each has its own website and phone number; use the one on the bill. Texas retail electric providers list AEP Texas as the delivery utility (TDU) for outages, so customers there are billed by their retail provider and complain about bills to that provider. State commissions include the Public Utilities Commission of Ohio (PUCO), Virginia State Corporation Commission, Public Service Commission of West Virginia, Tennessee Public Utility Commission, Indiana Utility Regulatory Commission, Michigan Public Service Commission, Kentucky Public Service Commission, Oklahoma Corporation Commission, Louisiana Public Service Commission, Arkansas Public Service Commission and Public Utility Commission of Texas.","warnings":[]},"deposit_refund":{"company":{"id":"aep","name":"American Electric Power","sector":"utility","website":"https://www.aep.com","account_url":null},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"AEP Ohio's cash deposit is capped by PUCO rules; ask for the refund terms in writing.","evidence":["deposit amount and date","payment history"],"steps":[{"do":"Ask the operating company when the deposit will be refunded and what interest applies.","channel":{"id":"aep-ohio-phone","type":"phone","label":"AEP Ohio Customer Solutions Center, emergencies and safety hazards","value":"+1-800-672-2231","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.aepohio.com/contact/","last_verified":"2026-10-12"}}],"channels":[{"id":"aep-ohio-phone","type":"phone","label":"AEP Ohio Customer Solutions Center, emergencies and safety hazards","value":"+1-800-672-2231","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.aepohio.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-va-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Virginia) and emergencies","value":"+1-800-956-4237","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-tn-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Tennessee)","value":"+1-800-967-4237","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-wv-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (West Virginia)","value":"+1-800-982-4237","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-indiana-phone","type":"phone","label":"Indiana Michigan Power (Indiana) customer service and emergencies","value":"+1-800-311-4634","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-michigan-phone","type":"phone","label":"Indiana Michigan Power (Michigan) customer service","value":"+1-800-311-6424","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"kentucky-power-phone","type":"phone","label":"Kentucky Power Customer Solutions Center and emergencies","value":"+1-800-572-1113","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.kentuckypower.com/contact/","last_verified":"2026-10-12"},{"id":"pso-customer-phone","type":"phone","label":"PSO Customer Operations Center (833-PSO-POWR)","value":"+1-833-776-7697","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Spanish line 888-216-3505.","source":"https://www.psoklahoma.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-customer-phone","type":"phone","label":"SWEPCO Customer Operations Center (East Texas, Louisiana, Arkansas)","value":"+1-888-216-3523","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-panhandle-phone","type":"phone","label":"SWEPCO Customer Operations Center (North Texas Panhandle)","value":"+1-800-723-7430","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"AEP Ohio's cash deposit can't be more than an average 30-day bill plus 30 percent. Residential customers may offer a guarantor instead.","issues":["deposit_refund"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Call the operating company's number from this file or the bill.","candidate_channels":["aep-ohio-phone","aep-ohio-customer-concerns-mail","appalachian-va-phone","appalachian-tn-phone","appalachian-wv-phone","im-indiana-phone","im-michigan-phone","kentucky-power-phone","pso-customer-phone","swepco-customer-phone","swepco-panhandle-phone","aep-texas-phone"]},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Published for AEP Ohio. Other operating companies publish only an online contact form on their Contact Us page.","channel":{"id":"aep-ohio-customer-concerns-mail","type":"mail","label":"AEP Ohio Customer Concerns (written complaints)","value":"Customer Concerns, 4500 S. Hamilton Road, Groveport, OH 43125","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"AEP Ohio says to contact the PUCO if a complaint is not resolved after calling AEP Ohio. Other states: the commission listed in notes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The AEP Ohio customer handbook used here is marked Revised 11.23.2021. Check the current handbook for changes.","Outage status pages and most account changes need sign-in."],"security":{"official_domains":["aep.com","aepohio.com","appalachianpower.com","indianamichiganpower.com","kentuckypower.com","psoklahoma.com","swepco.com","aeptexas.com"],"never_asks":[{"kind":"policy","claim":"AEP Ohio and the other AEP operating companies say they never ask customers to use prepaid debit cards for payment.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers posing as utility employees threaten to shut off power unless an immediate payment is made, often by prepaid debit card, or ask for personal information under a false threat of disconnection.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Some scammers show the utility's name on caller ID or play a telephone recording that sounds like the utility's phone system message.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers they need a new meter and must pay before the new meter is installed.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers go door to door offering to negotiate a lower total bill amount if an immediate payment is made.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer a discount on the bill if the customer signs up for auto-pay.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-aep-ohio","type":"phone","label":"Report a scam or verify a call (AEP Ohio)","value":"+1-800-672-2231","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-appalachian-power","type":"phone","label":"Report a scam or verify a call (Appalachian Power)","value":"+1-800-956-4237","source":"https://www.appalachianpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-indiana-michigan-power","type":"phone","label":"Report a scam or verify a call (Indiana Michigan Power)","value":"+1-800-311-4634","source":"https://www.indianamichiganpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-kentucky-power","type":"phone","label":"Report a scam or verify a call (Kentucky Power)","value":"+1-800-572-1113","source":"https://www.kentuckypower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-pso","type":"phone","label":"Report a scam or verify a call (Public Service Company of Oklahoma)","value":"+1-833-776-7697","source":"https://www.psoklahoma.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-swepco","type":"phone","label":"Report a scam or verify a call (SWEPCO)","value":"+1-888-216-3523","source":"https://www.swepco.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-aep-texas","type":"phone","label":"Report a scam or verify a call (AEP Texas)","value":"+1-877-373-4858","source":"https://www.aeptexas.com/account/bills/fraud-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":38},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 38 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AEP operating companies and their states: AEP Ohio (Ohio Power Company, Ohio), Appalachian Power (Virginia, West Virginia, Tennessee), Indiana Michigan Power (Indiana, Michigan), Kentucky Power (eastern Kentucky), Public Service Company of Oklahoma (Oklahoma), SWEPCO (Louisiana, Arkansas, East Texas and the north Texas Panhandle) and AEP Texas (south and west Texas). Each has its own website and phone number; use the one on the bill. Texas retail electric providers list AEP Texas as the delivery utility (TDU) for outages, so customers there are billed by their retail provider and complain about bills to that provider. State commissions include the Public Utilities Commission of Ohio (PUCO), Virginia State Corporation Commission, Public Service Commission of West Virginia, Tennessee Public Utility Commission, Indiana Utility Regulatory Commission, Michigan Public Service Commission, Kentucky Public Service Commission, Oklahoma Corporation Commission, Louisiana Public Service Commission, Arkansas Public Service Commission and Public Utility Commission of Texas.","warnings":[]},"service_outage":{"company":{"id":"aep","name":"American Electric Power","sector":"utility","website":"https://www.aep.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report outages online or to the operating company's emergency number.","evidence":["service address","outage start time"],"steps":[{"do":"Report the outage online (the /outages/report page on the operating company site) or call its emergency number.","note":"Use the outage or emergency number for your own operating company.","channel":{"id":"aep-ohio-phone","type":"phone","label":"AEP Ohio Customer Solutions Center, emergencies and safety hazards","value":"+1-800-672-2231","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.aepohio.com/contact/","last_verified":"2026-10-12"}}],"channels":[{"id":"aep-ohio-phone","type":"phone","label":"AEP Ohio Customer Solutions Center, emergencies and safety hazards","value":"+1-800-672-2231","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.aepohio.com/contact/","last_verified":"2026-10-12"},{"id":"appalachian-va-phone","type":"phone","label":"Appalachian Power Customer Solutions Center (Virginia) and emergencies","value":"+1-800-956-4237","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.appalachianpower.com/contact/","last_verified":"2026-10-12"},{"id":"im-indiana-phone","type":"phone","label":"Indiana Michigan Power (Indiana) customer service and emergencies","value":"+1-800-311-4634","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.indianamichiganpower.com/contact/","last_verified":"2026-10-12"},{"id":"kentucky-power-phone","type":"phone","label":"Kentucky Power Customer Solutions Center and emergencies","value":"+1-800-572-1113","hours":"24 hours for emergencies and hazards","purposes":["billing_error","bill_increase","disconnection","deposit_refund","service_outage","poor_service"],"source":"https://www.kentuckypower.com/contact/","last_verified":"2026-10-12"},{"id":"pso-outage-phone","type":"phone","label":"PSO safety hazards and outages (833-PSO-OUTG)","value":"+1-833-776-6884","purposes":["service_outage"],"notes":"Spanish line 888-218-3924.","source":"https://www.psoklahoma.com/contact/","last_verified":"2026-10-12"},{"id":"swepco-outage-phone","type":"phone","label":"SWEPCO emergencies and outages (East Texas, Louisiana, Arkansas)","value":"+1-888-218-3919","hours":"24 hours","purposes":["service_outage"],"source":"https://www.swepco.com/contact/","last_verified":"2026-10-12"},{"id":"aep-texas-outage-phone","type":"phone","label":"AEP Texas outages (also SWEPCO North Texas Panhandle emergencies)","value":"+1-866-223-8508","purposes":["service_outage"],"source":"https://www.aeptexas.com/contact/","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Call the operating company's number from this file or the bill.","candidate_channels":["aep-ohio-phone","aep-ohio-customer-concerns-mail","appalachian-va-phone","appalachian-tn-phone","appalachian-wv-phone","im-indiana-phone","im-michigan-phone","kentucky-power-phone","pso-customer-phone","swepco-customer-phone","swepco-panhandle-phone","aep-texas-phone"]},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Published for AEP Ohio. Other operating companies publish only an online contact form on their Contact Us page.","channel":{"id":"aep-ohio-customer-concerns-mail","type":"mail","label":"AEP Ohio Customer Concerns (written complaints)","value":"Customer Concerns, 4500 S. Hamilton Road, Groveport, OH 43125","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"AEP Ohio says to contact the PUCO if a complaint is not resolved after calling AEP Ohio. Other states: the commission listed in notes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The AEP Ohio customer handbook used here is marked Revised 11.23.2021. Check the current handbook for changes.","Outage status pages and most account changes need sign-in."],"security":{"official_domains":["aep.com","aepohio.com","appalachianpower.com","indianamichiganpower.com","kentuckypower.com","psoklahoma.com","swepco.com","aeptexas.com"],"never_asks":[{"kind":"policy","claim":"AEP Ohio and the other AEP operating companies say they never ask customers to use prepaid debit cards for payment.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers posing as utility employees threaten to shut off power unless an immediate payment is made, often by prepaid debit card, or ask for personal information under a false threat of disconnection.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Some scammers show the utility's name on caller ID or play a telephone recording that sounds like the utility's phone system message.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers they need a new meter and must pay before the new meter is installed.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers go door to door offering to negotiate a lower total bill amount if an immediate payment is made.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer a discount on the bill if the customer signs up for auto-pay.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-aep-ohio","type":"phone","label":"Report a scam or verify a call (AEP Ohio)","value":"+1-800-672-2231","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-appalachian-power","type":"phone","label":"Report a scam or verify a call (Appalachian Power)","value":"+1-800-956-4237","source":"https://www.appalachianpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-indiana-michigan-power","type":"phone","label":"Report a scam or verify a call (Indiana Michigan Power)","value":"+1-800-311-4634","source":"https://www.indianamichiganpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-kentucky-power","type":"phone","label":"Report a scam or verify a call (Kentucky Power)","value":"+1-800-572-1113","source":"https://www.kentuckypower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-pso","type":"phone","label":"Report a scam or verify a call (Public Service Company of Oklahoma)","value":"+1-833-776-7697","source":"https://www.psoklahoma.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-swepco","type":"phone","label":"Report a scam or verify a call (SWEPCO)","value":"+1-888-216-3523","source":"https://www.swepco.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-aep-texas","type":"phone","label":"Report a scam or verify a call (AEP Texas)","value":"+1-877-373-4858","source":"https://www.aeptexas.com/account/bills/fraud-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":38},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 38 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AEP operating companies and their states: AEP Ohio (Ohio Power Company, Ohio), Appalachian Power (Virginia, West Virginia, Tennessee), Indiana Michigan Power (Indiana, Michigan), Kentucky Power (eastern Kentucky), Public Service Company of Oklahoma (Oklahoma), SWEPCO (Louisiana, Arkansas, East Texas and the north Texas Panhandle) and AEP Texas (south and west Texas). Each has its own website and phone number; use the one on the bill. Texas retail electric providers list AEP Texas as the delivery utility (TDU) for outages, so customers there are billed by their retail provider and complain about bills to that provider. State commissions include the Public Utilities Commission of Ohio (PUCO), Virginia State Corporation Commission, Public Service Commission of West Virginia, Tennessee Public Utility Commission, Indiana Utility Regulatory Commission, Michigan Public Service Commission, Kentucky Public Service Commission, Oklahoma Corporation Commission, Louisiana Public Service Commission, Arkansas Public Service Commission and Public Utility Commission of Texas.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Call the operating company's number from this file or the bill.","candidate_channels":["aep-ohio-phone","aep-ohio-customer-concerns-mail","appalachian-va-phone","appalachian-tn-phone","appalachian-wv-phone","im-indiana-phone","im-michigan-phone","kentucky-power-phone","pso-customer-phone","swepco-customer-phone","swepco-panhandle-phone","aep-texas-phone"]},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Published for AEP Ohio. Other operating companies publish only an online contact form on their Contact Us page.","channel":{"id":"aep-ohio-customer-concerns-mail","type":"mail","label":"AEP Ohio Customer Concerns (written complaints)","value":"Customer Concerns, 4500 S. Hamilton Road, Groveport, OH 43125","purposes":["billing_error","disconnection","poor_service"],"source":"https://www.aepohio.com/lib/docs/global/CustomerHandbooks/AEP_Ohio_Handbook.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"AEP Ohio says to contact the PUCO if a complaint is not resolved after calling AEP Ohio. Other states: the commission listed in notes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["aep.com","aepohio.com","appalachianpower.com","indianamichiganpower.com","kentuckypower.com","psoklahoma.com","swepco.com","aeptexas.com"],"never_asks":[{"kind":"policy","claim":"AEP Ohio and the other AEP operating companies say they never ask customers to use prepaid debit cards for payment.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers posing as utility employees threaten to shut off power unless an immediate payment is made, often by prepaid debit card, or ask for personal information under a false threat of disconnection.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Some scammers show the utility's name on caller ID or play a telephone recording that sounds like the utility's phone system message.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers they need a new meter and must pay before the new meter is installed.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers go door to door offering to negotiate a lower total bill amount if an immediate payment is made.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer a discount on the bill if the customer signs up for auto-pay.","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-aep-ohio","type":"phone","label":"Report a scam or verify a call (AEP Ohio)","value":"+1-800-672-2231","source":"https://www.aepohio.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-appalachian-power","type":"phone","label":"Report a scam or verify a call (Appalachian Power)","value":"+1-800-956-4237","source":"https://www.appalachianpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-indiana-michigan-power","type":"phone","label":"Report a scam or verify a call (Indiana Michigan Power)","value":"+1-800-311-4634","source":"https://www.indianamichiganpower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-kentucky-power","type":"phone","label":"Report a scam or verify a call (Kentucky Power)","value":"+1-800-572-1113","source":"https://www.kentuckypower.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-pso","type":"phone","label":"Report a scam or verify a call (Public Service Company of Oklahoma)","value":"+1-833-776-7697","source":"https://www.psoklahoma.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-swepco","type":"phone","label":"Report a scam or verify a call (SWEPCO)","value":"+1-888-216-3523","source":"https://www.swepco.com/account/bills/fraud-scams","last_verified":"2026-10-12"},{"id":"report-scam-aep-texas","type":"phone","label":"Report a scam or verify a call (AEP Texas)","value":"+1-877-373-4858","source":"https://www.aeptexas.com/account/bills/fraud-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":38},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 38 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}