Payment Assistance

Neighbor to Neighbor Help Available for Low-income Families

Appalachian Power has partnered with Dollar Energy Fund to help low-income families in Tennessee, Virginia and West Virginia pay their electric bills.

Learn more about Neighbor to Neighbor

Appalachian Power has partnered with Dollar Energy Fund to help low-income families in Tennessee, Virginia and West Virginia pay their electric bills.

Appalachian Power gives hundreds of thousands of dollars every year to help customers through the Neighbor to Neighbor program, with some customers voluntarily contributing even more by adding a little extra to their own bill payments.

The eligibility of recipients is determined and funds are distributed by the Dollar Energy Fund. To find out what agency to contact in your area, check with the Dollar Energy Fund.

Low-Income Home Energy Assistance Program (LIHEAP)

Having trouble managing your bills? Appalachian Power works with many private and non-profit community-based local and federal organizations that provide assistance to low-income residents. LIHEAP is one of the programs offered to provide energy assistance.

West Virginia 20% Winter Discount Program

This discount program is for qualified residential customers aged 60 and over December through April. Contact the West Virginia Department of Health and Human Resources to apply.

Learn more about the 20% discount

The West Virginia Reduced Utility Rates or 20% Discount Program is based on state mandated requirements, and applications are mailed to qualifying customers from the Department of Health and Human Resources in the month of October.  If you believe you qualify for this program please contact your local Department of Health and Human Resources for more information about qualifications and for an application. 

Completed applications must be signed by the payee on the bottom of the application and mailed to Appalachian Power at the following address (do not send payments with the applications):

Appalachian Power
1 AEP Way
Hurricane, WV 25526

The discount is not effective until the electric meter is read for the month of December, the program ends after the April meter reading.  If an application is received after the December meter reading, the discount will become effective with the next meter reading.

Help A Relative Or Friend Avoid Disconnection Of Service

You can help someone avoid electric service disconnection with our Third-Party Notification program. This free service is often used on accounts of those who are elderly or ill, but it can be used for any customer.

How does Third-Party Notification work?

• As an authorized third party (designated by the account holder), you will receive copies of the billings if electric service is at risk of being disconnected due to nonpayment.
• You will not be responsible for paying the bill.

To enroll, print a registration form and mail it to us. Please note that the form must be completed and signed by the account holder.

Serious Medical Condition Certification

Medical Certification Program

Appalachian Power works with customers on a case-by-case basis when they are having trouble paying their electric bill or face a disconnection.

Apply for Medical Condition Certification in Virginia

In 2011, the Virginia State Corporation Commission enacted rules for utilities in Virginia to follow when service is scheduled to be disconnected to a residence occupied by someone who has a serious medical condition. If you are a Virginia customer and someone in your household has a serious medical condition, please have your physician complete the attached Medical Condition Certification form and send it to the following address:

Appalachian Power
1 AEP Way
Hurricane, WV 25526

The completed form may also be faxed to us at 800-281-3916.

Note: This form is for Virginia customers only.

Apply for Medical Condition Certification in West Virginia

Customers may request to participate in the Company’s medical certificate program. The customer must provide written certification from a currently licensed physician, nurse practitioner or physician assistant that termination of service would be dangerous to the customer or a permanent member of the customer’s household for medical reasons.

Participating in the program does not relieve you from the obligation of paying your electric bill. Participation in the program does not prohibit disconnection of your electric service. For more information, call 1-800-956-4237.

Life Support Program

Appalachian Power is sensitive to customers who require essential medical equipment to protect their well-being. The Company’s Life Support Program will help ensure careful handling of the accounts of customers who depend upon life support equipment when experiencing difficulty paying their electric bills or facing disconnection.

Learn more about the Life Support Program in West Virginia

Participation in the program does not prohibit disconnection of your electric service for nonpayment and it does not mean that you will not experience power outages. Due to the nature of restoration activity, we cannot assure priority restoration for customers using life support devices. Customers with medical needs should prepare in advance for extended outages due to storms or other outage conditions.