3/18/2020

Let us help you

We have temporarily suspended all disconnections for non-payment. We urge customers to make every effort to keep their accounts current during the period when disconnections are suspended. If you anticipate problems paying your electric bill, please contact us to discuss payment options.

Bills will not be waived and we urge customers in financial distress to call us with bill payment concerns on 1-800-956-4237.

Residential Payment Options and Others Sources of Assistance

Visit AppalachianPower.com/account or call us for more information or any questions you have about your residential or business account.

Level Payments

  • Appalachian Power’s Average Monthly Payment Plan moderates fluctuations in monthly bills while avoiding the potential of a large settlement balance, or credit, at the end of the program. The monthly payment on the AMP Plan is based on the average of the current month’s bill, plus the previous 11 months’ bills. The payment amount will vary slightly from month to month, but avoids significant differences in billing due to large usage changes. Please note that this is not an equal monthly payment plan.

Payment Plans

  • One Time Payment Extension - this program gives you extra time to pay off a single bill
  • Extended Payment Agreement - this agreement helps you cover your account balance on a monthly payment plan

Payment Assistance Programs

  • Neighbor to Neighbor Program – Appalachian Power and Dollar Energy Fund have teamed up to match all donations from generous customers to assist low-income families paying their electric bills.
  • Low-Income Home Energy Assistance Program (LIHEAP) - We work with many private and non-profit community-based local and federal organizations that provide energy assistance to low-income residents. Check your state’s program to find out if you qualify for LIHEAP.

2-1-1 Can Help Customers in Need

  • Customers in need can contact the 2-1-1 service aimed at linking residents with the various services they might need, even beyond utility service. Customers can call 2-1-1 from their home phone and tell the agency about their issue, and 2-1-1 will direct them to sources for help.  

Saving Energy

This information also applies to AEP Appalachian Power customers in Kingsport and American Electric Power customers in Wheeling.

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Use of this site constitutes acceptance of the AEP Terms and Conditions. View our Privacy Policy. © 1996-2019 American Electric Power. All Rights Reserved.

Privacy Policy

Privacy Policy for Appalachian Power, a unit of American Electric Power (AEP)

Scope

This Privacy Policy applies only to AppalachianPower.com and the Appalachian Power customer mobile app (com.aep.customerapp.apco). Other AEP websites and apps may be governed by their own privacy policies, appropriate to the uses and needs of each. Throughout the site or app, we may provide links to resources and sites that are not part of AppalachianPower.com or the Appalachian Power customer mobile app. This Privacy Policy does not apply to those resources and sites.

Consent

By using this site or app, you consent to the terms of this Privacy Policy. Whenever you submit information via this site or app, you agree to the collection, use, and disclosure of that information in accordance with this Privacy Policy.

Information Collected

  1. Passively collected information

    During your use of this site or app, we may collect anonymous information about your visit here through the use of server logs, cookies, scripts, tracking pixels and other Web traffic tracking systems. This information is aggregated and used to improve user experience through analysis of user activities. This information is never combined with any of the personally identifiable information you may provide in your use of the features of this site or app.
  2. Personally identifiable information

    On certain forms of this site or app, you may be asked to provide information about yourself or your account with us, either to identify yourself to us or to request a service from us. In each case, we will inform you what information is provided at your option and what information is required to complete the transaction or activity you are engaged in. If you are unwilling to provide this required information, you will be unable to complete the requested transaction.

Use and disclosure of information

The information you provide to us will be used to respond to requests you may make for services. Some or all of this information may be added to your permanent account record and may be used for research purposes.

In addition, we may use elements of this information in the following situations:

  1. We may transfer the information to Appalachian Power’s affiliates and subsidiaries, unless such transfer is prohibited by law;
  2. We may transfer the information as part of a merger, consolidation, acquisition, divestiture or other corporate restructuring (including bankruptcy);
  3. We may make the information available to third parties who are providing the product, service or information that you have requested (but not your password);
  4. We may make such information available to third parties who are providing services to Appalachian Power (for example, providing the information to third parties performing computer-related services for Appalachian Power);
  5. We may use the information to communicate with you about products and services that may be of interest to you.
  6. We may disclose the information if we form a good-faith belief that disclosure of such information is necessary to investigate, prevent, or take action regarding any illegal activities or regarding interference with the operation of our site or violation of its terms of use; or
  7. We may disclose the information if we believe that disclosure is required by law or regulation or in response to a subpoena or other order of a court or other governmental agency.

Appalachian Power uses Flurry Analytics Service (provided by Yahoo) in order to improve its mobile apps. Flurry’s privacy policy governs the use of this information.

Also, Appalachian Power reserves the right to share any aggregated information (i.e., non-personally identifiable information) with any third parties for any reason, unless prohibited by law.

We will not sell, rent or otherwise disclose the information we gather about you or your account to any third party, except as outlined in this Privacy Policy.

Security

Appalachian Power takes reasonable steps to protect your personally identifiable information as it is transferred to us, through the use of Web technologies such as the Secure Sockets Layer and others. However, no Internet transmission of information is ever completely secure or error-free. In particular, e-mail sent to or from Appalachian Power may not be secure.

How to Reach Us

If you would like to update your personally identifiable information or if you have questions about this privacy policy, please contact us.

Changes to This Policy

Appalachian Power reserves the right to change this Privacy Policy at any time. If this Privacy Policy changes, the revised policy will be posted to this site. Please review this Privacy Policy before you provide any personally identifiable information through this site. Use of our web site after the posting of a revised privacy policy constitutes your consent to the revised policy.

This policy was last revised on December 13, 2017.

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