INDIANAPOLIS — Robert Dunn just wants to pay his bills.
"I want to know what I owe and pay it on time," Dunn said.
His problems began in March, when AES Indiana pulled $366 from his bank account instead of his typical $145.
"There's nothing that's happened here at this house to generate that sort of increase in billing," Dunn said.
So, Dunn shut off his auto debit and the budget billing feature.
"I sent a complaint to AES, letting them know my displeasure with the billing. And then, I also reached out to the IURC (Indiana Utility Regulatory Commission)," Dunn said.
AES said he'd get a refund check for $221.
"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. At this point, I don't know whether I'm still expecting a check for $220 or a credit of $283."
When Dunn, who has an MBA, tried to do the math on his own, more problems arose.
"We are sorry," he read from his computer screen, "we are unable to locate bill for this account number in our system."
Other people reported having issues, too.
AES said in a filing to the state that more than 22,000 customers have been impacted by out-of-balance bills. That means the information is accurate within the system, but the printed bill is incorrect. AES added that less than 10% of the total customer base has been impacted by some form of billing issue captured in the ticketing system at any given time.
A company spokesperson shared they "acknowledge the challenges faced by some of our customers" and to call their dedicated line at 317-261-2085.
It's another step Dunn said he will take to try and get his either $221 back or $283 credit.
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. With over 400 dedicated professionals diligently working within the new system, we have been actively addressing concerns and streamlining processes to ensure seamless service delivery.
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. Our team is focused on resolving billing errors and ensuring all customers receive their monthly statement on time.
Our team is working diligently to investigate and resolve each billing concern with the utmost urgency. We encourage any customers experiencing issues with their bills to reach out to our customer service team. We recognized that each of the issues tends to be unique to the customer and requires a unique fix, which is why we created a dedicated line to help customers with their billing issues. 317-261-2085.
Each issue faced by our customers, including Mr. Dunn, is unique, which is why we emphasize to our customers the importance of reaching out to Customer Service for personalized assistance. There is not a one-size-fits-all solution, resolving these issues requires individual attention and tailored support. Each of these are being worked on diligently by our team and we sincerely apologize for any difficulties this has caused our customers.
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."