AES Ohio smart upgrade

A small number of customers have reported the following bill concerns:

• Higher-than-normal bills
• Delays in receiving a bill
• Bills with estimated usage instead of actual meter readings

If your bill was estimated, an "E" will appear above the usage month in the Historical Usage table on your bill.

• Your payments will still apply to your account.
• Once actual meter readings are available, your bill will be adjusted accordingly, and any overpayment will be credited to your next bill.
• While we resolve this issue, you may experience delayed bills.

• Some customers are experiencing delayed billing due to the system upgrade.
• When billing resumes, your next bill will include any previous unpaid usage and current usage.
• To avoid a large balance when billing resumes, we recommend making payments based on your average monthly usage through the MyAES online portal.

• First, check if the bill covers a longer-than-normal billing cycle due to delays.
• Compare your current usage to past months to see if there are any unusual changes.
• Weather conditions, such as the record cold temperatures in January, may have impacted your energy consumption.
• If your bill still seems inaccurate, contact our Customer Service team at 800-433-8500, and we will review your usage and past data. If necessary, we will schedule a meter validation to ensure accuracy.

No. AES Ohio is not charging late fees related to these billing issues.

Any overpayment will be credited to your next bill once actual meter readings are applied.

If your bill was delayed and resulted in underpayment, your next bill will reflect the accurate amount due for any past usage. Flexible payment options are available if needed.

To explore available payment options, visit aes-ohio.com/pay-agreements.

For immediate assistance:

• Visit: aes-ohio.com
• Chat with us online: aes-ohio.com
• Call Customer Service: 800-433-8500 (Monday–Friday, 8:00 AM–5:00 PM)

A small number of customers may have incorrectly received a bill statement with a message noting a past due balance is subject to collections. If you believe you have received this past due message in error, please review your balance and payment history in the MyAES Online Profile. Customer Service is available to assist customers via web chat at aes-ohio.com or by calling 800-433-8500.

We are aware of a system issue that has led to delayed billing for a small number of customers. Our team is actively working to resolve this issue as quickly as possible. Once bill statements resume, you will receive a bill statement that includes previous usage that has not yet billed in addition to your current usage. If you have not received your expected bill statement, please follow the instructions below. 

What should I do?

• Check for delayed statements in the MyAES online portal at myprofile.aes-ohio.com. Delayed bills won’t appear in the “View Bills” section of Billing Options and your account summary may display a $0 balance.
• If a balance due is not provided or you have not yet received a recent bill statement, you can stay current by making a payment in the MyAES online portal. Consider making a payment based on your average monthly usage. Any payments made will be automatically credited to your account when your bill statements resume. Any overpayment will automatically appear as a credit on your next bill.
• While a $0 balance is present, payments can be made in the online portal only and cannot be processed through our phone system.
• To ensure no negative impact on your account due to this error, late payment fees will not be incurred.
• Payment options are available if needed once billing resumes. For more information, visit: aes-ohio.com/pay-agreements.
• If you need immediate assistance or have concerns, our Customer Service team is here to help. Reach us via chat at aes-ohio.com or by calling 800-433-8500, Monday through Friday, from 8:00 AM to 5:00 PM.

No, you can still use your current MyAES online account to access information.

AES Ohio is in the process of transforming our digital platforms to help simplify and elevate your experience with us, making everything from payments to account management more flexible and user friendly to better serve you.

• Improved and more flexible payment options
• Easier ways to manage your account
• More options to start / stop / transfer service   

Our dedicated Customer Service team is available to assist you with any inquiries, issues or service requests at 800-433-8500.

AES Ohio is dedicated to ensuring accurate billing. We value your trust and recognize the critical role accurate billing plays in household budget management. An unexpected issue has resulted in incorrect billing for a small number of customers.

Our teams are diligently working to correct these issues and update incorrect bills. Impacted customers will receive a corrected bill statement or an adjustment to their next bill as they are identified.

For immediate assistance, please contact our Customer Service team. Reach us via chat at aes-ohio.com or by calling 800-433-8500, Monday through Friday, from 8:00 AM to 5:00 PM.

Unexpected issues have resulted in discrepancies between the printed bill, online portal, and payment systems for a small number of customers. AES Ohio is dedicated to ensuring accurate billing. We value your trust and recognize the critical role accurate billing plays in household budget management.

Our teams are diligently working to correct these issues. Impacted customers should review their account summary in the MyAES online portal for their correct amount due or contact our Customer Service team. Reach us via chat at aes-ohio.com or by calling 800-433-8500, Monday through Friday, from 8:00 AM to 5:00 PM.

Our bill payment options have not changed, bills can be paid in the MyAES online portal or customers may visit aes-ohio.com/payment-billing to review our various payment options.

Customers may continue using the account number that was active at the time of the system upgrade, some customers may notice a smoother transition by using your new account number.

To access your new account number, visit our Account Number Locator and enter your old account ID. You will receive your new account number. Note: if your old account number starts with a 0 (zero), please “drop the zero” and enter the rest of your old account number.