We have temporarily suspended all disconnections for non-payment. We know our customers are concerned about their families, and ensuring you have reliable electric service allows you to focus on staying healthy and well. 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 or consider the options on this page.
Disconnect Suspension FAQ
Payment Extensions & Agreements
Get an extension
One Time Payment Extension
One-time Payment Extension gives you a little more time to make your bill payment.
Make a payment agreement
Extended Payment Agreements
An Extended Payment Agreement lets you request a monthly payment plan to pay off your balance in full.
Payment Assistance Programs
Neighbor to Neighbor Help Available for Low-income Families
Appalachian Power has partnered with Dollar Energy Fund, a non-profit
hardship fund, to help low-income families in Tennessee, Virginia, and West Virginia
pay their electric bills.
Learn more about eligibility guidelines and how to apply.
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.
- Learn more about LIHEAP
-
Each state has different qualification requirements.
Check your state's program
to find out if you qualify.
West Virginia 20% Winter Discount Program
This discount program is for qualified residential customers 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
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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.