AEP's Response to COVID-19
American Electric Power understands the critical need for reliable electric service and is committed to the health and safety of our customers, communities and employees. We’ve updated our emergency response plans for the COVID-19 pandemic and don’t anticipate COVID-19 will disrupt our ability to provide electric service for our customers.
We’ve taken significant steps to keep our employees safe and healthy. Our line workers and other critical employees are working in smaller teams, practicing physical distancing, wearing facial coverings when physical distancing is not possible, monitoring themselves for symptoms and taking other prevention measures recommended by the Centers for Disease Control and Prevention (CDC). AEP employees who can work from home continue to do so to help minimize contact for all employees. We have not set a timeline for returning to the workplace but are monitoring key health information and government recommendations. Once we do begin transitioning back to the workplace, we have strict guidelines in place to help keep everyone safe.
Billing and Financial Hardship
We understand that some of our customers are facing financial hardships due to the pandemic. We are providing flexible payment plans, and we have waived late fees and will not charge additional deposits for missed payments where permitted by state commissions. We are proactively contacting customers ahead of resuming disconnections – which were temporarily suspended beginning March 13 – to help them set up payment plans and provide other options to prevent disconnections. If a customer is having trouble paying their bill, they should contact us by phone or through Facebook or Twitter to discuss payment arrangements.
For local contact information or to read disconnect suspension FAQs, enter your ZIP code:
The American Electric Power Foundation has donated nearly $4 million in COVID-related emergency funds to support basic human needs and help address the hardships faced by customers and communities. Additionally, the company has donated 119,000 masks, 110,000 gloves and 3,500 face shields to support front-line health care providers. We also continue to honor our financial support commitments for events and local fundraisers canceled due to COVID-19 to help sustain local arts and cultural organizations.
Small Business Assistance
AEP has a team dedicated to helping small business customers apply for federal relief programs and make payment arrangements. Business customers can reach a solutions specialist at 1-888-710-4237.