I've been trying to get someone at AEP Ohio to explain their GS-1 demand charge calculation for a client here in Youngstown. Three phone calls and two emails later, I'm still getting the runaround. The billing rep keeps saying "it's standard tariff" but won't walk through the actual numbers. My client's seeing $2,800/month in demand charges that don't add up based on their peak usage data. Anyone else having trouble getting straight answers from AEP lately? Used to be much easier to work with them a few years back.
AEP Ohio refusing to discuss demand charges - anyone else?
Jim, I feel your pain. Duke Energy here in Charlotte has gotten much more bureaucratic too. Try asking for a supervisor in the Commercial Accounts department rather than regular billing. I've found they're more willing to actually look at the numbers. Also, reference the specific tariff section number when you call - forces them to pull up the actual document.
Derek's right about going up the chain. CPS Energy down here in San Antonio used to stonewall me until I started copying their regulatory affairs department on emails. Amazing how quickly they become helpful when they think the PUC might get involved. Not threatening, just keeping everyone in the loop.
PSO (AEP's Oklahoma subsidiary) has been the same way lately. I think it's a corporate-wide thing. Started requesting all correspondence in writing and suddenly they got much more responsive. Documentation protects both sides and they know it.
Thanks everyone. Ed, good point about the documentation. I'll try the supervisor route Derek suggested and copy regulatory affairs like Angela mentioned. This particular client is a manufacturing plant with some unusual load patterns so I need someone who actually understands the technical side, not just reads scripts.
Jim - one more tip. AEP has a "Customer Advocates" group that's separate from billing. They're supposed to handle complex issues that regular CSRs can't resolve. Might be worth a shot if the supervisor route doesn't work out.
Vince, perfect! I didn't know about the Customer Advocates group. I'll definitely try that route next. Appreciate all the suggestions from everyone.
For what it's worth, TVA here in Knoxville has always been pretty good about explaining charges, but they're a different animal being federal. The key with any utility is finding that one person who actually knows the tariffs inside and out, then keeping their direct contact info.