Some customers say their AES bills are out of sorts after the company updated its billing system in November. Allison Gormly tells us What's the Deal.
INDIANAPOLIS — Robert Dunn just wants to pay his bills.AES Indiana"There's nothing that's happened here at this house to generate that sort of increase in billing," Dunn said."I sent a complaint to AES, letting them know my displeasure with the billing. And then, I also reached out to the IURC ," Dunn said."That's over a month ago. So, I've not received a check," Dunn said."Now, I'm being told I have a $283 credit.
A company spokesperson shared they"acknowledge the challenges faced by some of our customers" and to call their dedicated line at 317-261-2085.AES' full statement "We acknowledge the challenges faced by some of our customers regarding billing discrepancies following the implementation of our new system. We understand the importance of accurate billing and are committed to resolving any issues promptly. Since the rollout of our new system, approximately 2.6 million bills have been generated for our customers.
We are in the process or upgrading a 25+ year-old customer information system. Once the new systems are stabilized, they will allow us to simplify and elevate the customer experience, including improved and more flexible payment options, easier ways to manage accounts, and more options to stop and start service. Large complex system implementations like this come with challenges and we are committed to a timely resolution.
We take our customers’ comments and feedback seriously and are working around the clock to ensure that all 520,000 get the service they deserve."
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