INDIANAPOLIS — Hoosiers who are behind on paying their AES Indiana electric bills could soon see charges on their account.
Since October 2023, AES has paused all disconnections and late fees for nonpayment. The move came as the company revamped its customer systems and experienced technical issues along the way.
Now, however, an AES spokesperson says the systems "have resumed normal business operations" and disconnections and fees will begin again on Nov. 1.
Kelly Dawn Jones is an AES customer who lives on Indy's southeast side. Her home is also her business of more than 15 years, Love Your Child's Care Childcare.
"'Love' stands for 'Learning Opportunities Valuing Education,'" Jones said.
She lives in an 800-square foot home. In April, her electric bill was $72. Now, she has a bill of $862 due Oct. 9.
"The math is kind of not mathing," said Jones.
Jones said she is willing to pay the bill, with help from AES, as long as the bill is accurate.
"It's extremely difficult to get ahold of someone to actually say, 'Hey, I need help,'" she said.
Nearly a year into AES' upgraded customer systems, Jones isn't the only one with questions.
In December 2023, 13News met Sue Hildebrandt who received an incorrect bill of more than $10,000. Robert Dunn of Indianapolis was charged an extra $221 on his March 2024 bill.
Earlier this year, AES said in a filing to the state that at least 22,000 customers had been impacted by out-of-balance bills. That means the information is accurate within the system, but the printed bill is incorrect.
Jones believes she may be one of the customers. With a nearly $900 charges and the threat of fees looming, she said she needs help right away.
"I don't know," said Jones. "I don't know what I'm supposed to do."
A spokesperson for AES said there are resources available for customers:
"All customers are eligible for extended, flexible payment options inclusive of three-, six-, nine-, or 12-month payment plans. For customers who are behind on their payments, we encourage them to call the AES Indiana Customer Care team at 317-261-8222 for residential customers and 317-261-8444 for business customers to get set up on a payment plan that fits their needs."
"People want their electricity," said Jones. "I don't know anyone that doesn't want their electricity on, and I don't really know too many people that aren't trying to figure out how to pay that bill."