AEP Ohio Announces Intent to Resume Standard Business Practices

Payment Arrangements, Assistance Programs Available for Customers Facing Financial Constraints

GAHANNA, Ohio, July 6, 2020 – AEP Ohio, an American Electric Power (NYSE: AEP) company, today filed a plan with the Public Utilities Commission of Ohio (PUCO) to begin a careful transition to standard business operations. Since March 13, 2020, AEP Ohio has operated under a COVID-19 emergency plan, which includes a moratorium on service disconnections for non-payment. As part of the AEP Ohio transition to standard business operations, service disconnections for past due customer accounts will resume in September, upon approval from the PUCO.

“As our state’s economy begins to reopen amidst a coordinated effort to reduce the spread of COVID-19, AEP Ohio is joining other businesses across the state by taking steps to return to standard operations with a careful, phased approach,” said Raja Sundararajan, AEP Ohio president and chief operating officer. “We understand that a full economic recovery will take time and there are customers who are still experiencing financial uncertainty. For customers struggling to pay their bills, we ask that you reach out to us so we can help. Taking action now can help keep balances and bills manageable, and your electric service connected.”

Supporting Customers

For residential, commercial and industrial customers dealing with financial hardships, AEP Ohio is offering extended payment arrangements and waiving deposit requirements. In order to qualify for payment arrangements, customers must pay a portion of their unpaid balance, and the remaining balance will be added to future bills. Deposit requirements will be temporarily waived for payments missed between March and July 2020.

Customers can discuss payment options with AEP Ohio customer service by:

Service Disconnection Notifications

Disconnections would only occur after multiple notices and providing customers opportunities to bring their bill current. AEP Ohio is notifying customers facing possible disconnection in September through bill messages detailing their past due amounts and via automated notifications. September bills will include disconnection notices providing the payment amount needed to avoid disconnection and a possible disconnection date.

 “We hope the plans we're putting in place will ensure all customers can maintain their service despite the personal financial impacts of COVID-19,” said Sundararajan. “We want to help and encourage customers in need to take the first step and reach out.”

In some circumstances, an AEP Ohio representative may initiate in-person notifications. In these cases, AEP Ohio employees will adhere to social distancing guidelines and wear face coverings. Customers are encouraged to maintain a distance of at least six feet from AEP Ohio employees.

Caring for Our Communities During the COVID-19 Pandemic

Since March, the AEP Foundation has donated more than $500,000 to organizations in Ohio providing direct assistance to those in need, including $180,000 in emergency funds to help address the hardships faced by customers and communities due to the pandemic.

AEP Ohio’s Neighbor to Neighbor program provides direct payment assistance for those in need. Customer contributions made to the N2N program are matched by the AEP Ohio Foundation. More information is available at AEPOhio.com/N2N.


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Privacy Policy

Privacy Policy for AEP Ohio, a unit of American Electric Power (AEP)


This Privacy Policy applies only to AEPOhio.com and the AEP Ohio customer mobile app (com.aep.customerapp.aepohio). Other AEP websites and apps may be governed by their own privacy policies, appropriate to the uses and needs of each. Throughout the site or app, we may provide links to resources and sites that are not part of AEPOhio.com or the AEP Ohio customer mobile app. This Privacy Policy does not apply to those resources and sites.


By using this site or app, you consent to the terms of this Privacy Policy. Whenever you submit information via this site or app, you agree to the collection, use, and disclosure of that information in accordance with this Privacy Policy.

Information Collected

  1. Passively collected information

    During your use of this site or app, we may collect anonymous information about your visit here through the use of server logs, cookies, scripts, tracking pixels and other Web traffic tracking systems. This information is aggregated and used to improve user experience through analysis of user activities. This information is never combined with any of the personally identifiable information you may provide in your use of the features of this site or app.
  2. Personally identifiable information

    On certain forms of this site or app, you may be asked to provide information about yourself or your account with us, either to identify yourself to us or to request a service from us. In each case, we will inform you what information is provided at your option and what information is required to complete the transaction or activity you are engaged in. If you are unwilling to provide this required information, you will be unable to complete the requested transaction.

Use and disclosure of information

The information you provide to us will be used to respond to requests you may make for services. Some or all of this information may be added to your permanent account record and may be used for research purposes.

In addition, we may use elements of this information in the following situations:

  1. We may transfer the information to AEP Ohio’s affiliates and subsidiaries, unless such transfer is prohibited by law;
  2. We may transfer the information as part of a merger, consolidation, acquisition, divestiture or other corporate restructuring (including bankruptcy);
  3. We may make the information available to third parties who are providing the product, service or information that you have requested (but not your password);
  4. We may make such information available to third parties who are providing services to AEP Ohio (for example, providing the information to third parties performing computer-related services for AEP Ohio);
  5. We may use the information to communicate with you about products and services that may be of interest to you.
  6. We may disclose the information if we form a good-faith belief that disclosure of such information is necessary to investigate, prevent, or take action regarding any illegal activities or regarding interference with the operation of our site or violation of its terms of use; or
  7. We may disclose the information if we believe that disclosure is required by law or regulation or in response to a subpoena or other order of a court or other governmental agency.

AEP Ohio uses Flurry Analytics Service (provided by Yahoo) in order to improve its mobile apps. Flurry’s privacy policy governs the use of this information.

Also, AEP Ohio reserves the right to share any aggregated information (i.e., non-personally identifiable information) with any third parties for any reason, unless prohibited by law.

We will not sell, rent or otherwise disclose the information we gather about you or your account to any third party, except as outlined in this Privacy Policy.


AEP Ohio takes reasonable steps to protect your personally identifiable information as it is transferred to us, through the use of Web technologies such as the Secure Sockets Layer and others. However, no Internet transmission of information is ever completely secure or error-free. In particular, e-mail sent to or from AEP Ohio may not be secure.

How to Reach Us

If you would like to update your personally identifiable information or if you have questions about this privacy policy, please contact us.

Changes to This Policy

AEP Ohio reserves the right to change this Privacy Policy at any time. If this Privacy Policy changes, the revised policy will be posted to this site. Please review this Privacy Policy before you provide any personally identifiable information through this site. Use of our web site after the posting of a revised privacy policy constitutes your consent to the revised policy.

This policy was last revised on December 13, 2017.

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