FAQs

Enrollment

• Do I need to install any equipment?

  There is no equipment to install or any changes in wiring or hardware. You also won’t experience any interruptions as a result of enrolling with AEP Energy and there will be no changes in your electricity delivery.

• Can I enroll with AEP Energy if I have an outstanding balance with my local utility?

  Unfortunately, if you owe money to the local utility, you are not eligible to enroll with AEP Energy until your balance has been paid.

• Do I need to call my local utility to cancel service?

  No, AEP Energy will take care of notifying the local utility. Enrolling with AEP Energy does not eliminate or cancel your current local utility service. You will remain a customer of your current local utility as they will continue to read your meter and provide maintenance and emergency services.

• When will my service with AEP Energy begin?

  In most cases, your service will begin on the next available meter-read date after your local utility accepts your enrollment. This typically takes up to 45-75 days after we receive your enrollment form.

• Are there any switching fees?

  Switching fees are a cost imposed by your local utility (with the exception of Pennsylvania) that you may incur as a result of changing suppliers; however, AEP Energy will cover those charges. Please note – switching fees should not be confused with early termination fees. Some suppliers may charge an early termination fee, so please carefully review the terms and conditions of your contract.

• Will I have an early termination fee?

  Yes, you may have an early termination fee if you terminate prior to the end of your contract. Please carefully review the terms and conditions of your agreement and contact us at 1-866-258-3782 if you have any questions.

• Will I have to enter into a contract?

  Yes, our price plans will require that you enter into a contract. Your agreement will outline the terms and conditions including your price and term length, as well as cancellation and renewal provisions.

• What price plans are available?

  AEP Energy offers a wide variety of price plans customized to your business’ operations and how much energy you use. Our plans range from fixed price all-inclusive, pass-through products, to hedged block(s) with variable price options. Please complete our online request a consultation form or call us at 1-866-258-3782 to discuss your options with one of our AEP Energy Sales Representatives.

• What information is needed to enroll with AEP Energy?

  You will need to provide AEP Energy with your account name and service address as listed on your utility bill, as well as your utility account number. Some utilities use various forms of account numbers or identifiers for their customers. Click here to use our Utility Number Reference Guide to help you find your utility account number and identify what type of information to provide AEP Energy.

• How do I enroll with AEP Energy?

  Our energy experts partner with businesses every day to build smart and successful energy strategies. Please call us at 1-866-258-3782 or request a consultation to have an Energy Solutions Manager contact you.

Billing

• How do I estimate my savings amount?

  You can compare the price per kilowatt-hour (kWh) offered by AEP Energy to the Price to Compare (PTC) on your electricity bill. The PTC is the price you currently pay for electricity generation service from the local utility. To calculate savings, take your PTC and subtract AEP Energy’s offer price. This equates to your savings per kWh. To determine your savings amount per month, multiply your savings per kWh by your monthly usage (kWh).

• What is an e-statement?

  An e-statement is an electronic copy of your monthly statement. These are stored on our secure website when you login to your online account. You can elect to receive an email notification each month when your e-statement is generated by visiting AEPenergy.com and updating your preferences in “My Account”.

• Can I make a one-time payment online?

  Yes. To make a one-time payment, simply visit AEPenergy.com, log into “My Account” and click on “Make a Payment”. Click on “Total Amount Due” or click “Other” and enter the amount you wish to pay. Follow the instructions to complete your payment transaction. At the current time, we do not accept credit cards.

• Does AEP Energy offer paperless billing?

  Yes. Paperless billing is an easy, efficient and environmentally-friendly way to receive your bill each month. To enroll in paperless billing, visit AEPenergy.com and log into “My Account”. Visit the Billing Center, click on “Billing Preferences” and select paperless billing. Your next invoice will be sent to you via email.

• Does AEP Energy offer auto pay? How do I set it up?

  Yes. By selecting auto pay, your monthly bill amount will be deducted from your bank account on the due date. Your monthly invoices will continue to be sent to you via the method you selected. To enroll in auto pay, visit AEPenergy.com and log into “My Account”. Visit the Billing Center and click on billing preferences. Then, enter your bank account information and follow the instructions. Please allow three business days for this change to take effect.

• How do I pay my bill?

  We offer several options for you to pay your bill. To enroll in paperless billing and receive your invoice by email, log into your online account and update your payment settings to paperless billing – see below for additional details. To enroll in auto pay, log into your online account to have your payments deducted from your bank account every month – see below for additional details. If you would prefer to pay by mail, please send your payment to AEP Energy Services, Inc., PO Box 6329, Carol Stream, IL 60197-6329. If you would prefer to pay by phone, please call our Customer Care Team at 1-866-258-3782.

• How will I be billed for the amounts I owe to AEP Energy?

  Your local utility will determine your billing options. In many cases, you will have the option to receive a separate bill from AEP Energy or the option to include AEP Energy’s charges as a separate line item on your utility bill. Your AEP Energy Sales Representative will review your options with you.

• When will I receive my first bill with AEP Energy charges?

  Depending on your meter read date, you should see AEP Energy’s charges appear on your electricity bill within two to three billing cycles.

Account Management

• How can I access my statement history for my AEP Energy account?

  To see your accounts and payments, log into your online account, click “Transaction History” located under the Statement Center. If you have any additional questions, please contact one of our Customer Care Representatives toll free at 1-866-258-3782 or by completing the contact form here.

• How can I see my energy usage?

  To view your historical energy usage, log into your online account and click “Usage Statistics”, located under the Statement Center. You can view and sort data or export it to a PDF, CSV or Excel file.

• How do I change the email address to which my statement is sent?

  To change the email address where you receive your monthly statement, log into your online account and click “Statement Preferences”. Make your changes under “Delivery Information” and save your changes. Your monthly statement can be sent to multiple email addresses. To enter more than one email address, press the return key before adding each additional email address. Please note: if your old email address is also your username for logging in to your online account and you want to change it, you can do so by clicking “Modify Email & Login ID.”

• My email address has changed. How do I update it on my AEP Energy account?

  To change your email address, visit AEPenergy.com and log into your online account and then click “Modify Email & Login ID”. Click “Edit Email”, enter your preferred email address under “Main Account Email” and save your changes. This is the email that AEP Energy will use to send you information related to your account. Please note: changes made here do not affect your statement delivery preferences. If you would like your monthly statement sent to a different email address, please make changes under “Statement Preferences”.

• How do I change my username?

  To change your username, log into your online account and select “Modify Email & Login ID”. Enter your changes in the box under username and select “Save Changes”.

• How do I create a new username and password?

  Your AEP Energy username is your email address. If you do not remember the password or email address on file, please click here.

• How do I login to my account?

  At the top right of the AEP Energy homepage, click “My Account” and enter your username and password to login to your online account. If you do not remember your login credentials, please click here. You may also contact one of our Customer Care Representatives toll free at 1-866-258-3782 or by completing the contact form here.

• How do I create an AEP Energy online account?

  A welcome letter, which will include your online account’s username and temporary password, will be sent to you after your account has been enrolled and processed with your local utility. You can also set up your login credentials by clicking here and selecting “I’ve never logged in before”. If you have questions about your online account, please contact one of our Customer Care Representatives toll free at 1-866-258-3782 or by completing the contact form here.

General

• Can I still participate in gridSMART programs if I switch to AEP Energy?

  AEP Ohio customers who elect to switch to a different electricity provider are not eligible to participate in gridSMART® programs, which consist of SMART Cooling℠, SMART Cooling Plus℠, SMART Shift℠, SMART Shift Plus℠, SMART Choice℠ and eVIEW℠. These programs are not available to customers who are placed on Open Access Distribution tariffs which apply when a customer takes generation service from another provider.

• Will I qualify for rebates for installing energy efficient appliances if I switch to AEP Energy?

  In most cases switching to a supplier does not affect local utility rebates. If you are unsure whether you will qualify for a rebate, please contact your local utility.

• What is an aggregation?

  A governmental aggregation is when a community joins together to act as a single, larger customer that buys energy for its members. A large buying group may be able to gain buying power to get the best value for the group’s energy needs.

• Does AEP Energy offer a renewable energy plan?

  Yes, we offer a variety of renewable energy offerings for our customers. From REC-based plans to PPAs, AEP Energy makes it easy for organizations to meet sustainability goals. Click here or contact our Sales Representatives at 1-866-258-3782 to learn more.

• Why choose renewable energy?

  Renewable energy comes from natural sources that are infinite and constantly replenished, like sunlight and wind. Choosing renewable energy is a sustainable and environmentally-friendly way to power your home. Learn more about renewable energy and its benefits here.

• I’m moving. How do I transfer service?

  If you are moving to a new business location, call your local utility to place a disconnect order and arrange for service at the new location. Then contact your AEP Energy Sales Representative or call us at 1-866-258-3782 to let us know your plans. Although you can’t transfer your agreement to the new location, you can sign up your new location under a new agreement if it is within a service area that we serve.

• What happens if I move before my agreement ends?

  Please refer to your service agreement for cancellation provisions.

• How does customer choice work?

  Learn how customer choice works here.

• What is customer choice?

  Many businesses have the power to choose an electricity and natural gas supplier, like AEP Energy. If your organization is located in a deregulated state, you can choose who supplies your generation and transmission services and what price you pay for it. This allows you to choose the supply plan and contract length that works for you. To learn more about how energy choice works and its benefits, click here.

Renewal

• How do I renew my agreement?

  Your business will receive a renewal notice prior to the expiration date of your agreement. In addition, our trusted Energy Advisors monitor market conditions and will notify customers to advantageous opportunities when considering renewal options.