Although we understand that bumps in the road come along with implementing new technology, these issues have persisted for months and have put many AES customers in very difficult positions.

AES customers have reported a variety of problems, including:

• Being charged for the same monthly bill up to ten times
• Inaccurate bills, with some reportedly doubling or tripling
• Failing to receive bills
• Records indicating they haven’t paid bills since as far back as 1970

Making matters worse, customers who have been overcharged are also having a hard time getting their money refunded by AES in a timely fashion. 

How to file a complaint with the IURC

If you have experienced a billing issue that you cannot get resolved with AES, please file a complaint at the Indiana Utility Regulatory Commission.

You can file a complaint with the IURC in one of two ways:

• Go to the IURC Online Services Portal and click "Login via Access Indiana." On the next page, click "Don't have an Access Indiana account?" to create an account. Once you've created the account, you will be redirected to the IURC complaint form.
• Contact the IURC Consumer Affairs Division at 1-800-851-4268 or 317-232-2712, and ask them for an invitation code to file a complaint. Once you have that code, you can login to file your complaint at the IURC Online Services Portal by redeeming your invitation code.

Being overcharged can put anyone in a bind, but it is especially harmful for our most vulnerable Hoosiers: seniors with fixed incomes, people with disabilities, and families with low to moderate incomes. Being overcharged by AES may cause customers to pay overdraft fees or late fees in the event they fall behind on other bills.

AES states that they are not disconnecting any customers who have reported billing issues, which we appreciate. However, these issues have persisted for nearly six months. AES customers deserve transparency about the extent of the problem and the steps AES is taking to resolve all ongoing issues.