INDIANAPOLIS — On Monday, AES Indiana leaders answered questions from the Indiana Utility Regulatory Commission about AES customers' billing problems.
Issues started after the utility company launched its new system, called the ACE Project, on Nov. 6, 2023.
The IURC wanted to know what went wrong during the implementation of the new system and what is being done to fix it. Concerns include customers not getting bills, or customers' bank accounts getting debited more than once a month.
One of the questions for AES leaders: "Was the new system tested?"
AES said, yes, tests were conducted, but that it did not do a soft launch.
A spokesperson said, "Approximately 12% of our 520,000 customers have experienced issues; currently this figure is much lower, around 3%."
Still, 12% of customers is more than 60,000 people.
AES said they are working toward stabilization and that it will go through a third party to figure out what went wrong.
"Today, our focus remains on reaching stabilization, and the data shows that we are trending towards this goal," the spokesperson added.
IURC Chairman Jim Huston made it clear the issues are not going unnoticed by state regulators.
"We have not seen this level of complaints on any transformation inside this jurisdiction that I'm aware of," Huston said to AES leaders.
Huston continued that these issues could hurt the people they serve.
"It could impact someone whose living paycheck to paycheck. They budget $100 a month and, boom, all of a sudden 300 bucks is taken out," Huston said.
So, how did this happen?
Another big topic state regulators asked about: How AES picked out their new system.
Huston said while he is not trying to point fingers at the vendors, there is a problem.
Commissioner Wesley R. Bennett wanted to know if AES had a target a number of customers that could be negatively affected when the system went live.
AES said they did not forecast a number of customers who could be negatively affected by the system change.
If you are a customer still having issues, AES asks you contact their dedicated line at 317-261-2085.