Security Deposits For Residential Customers

This security deposit information applies to residential customers. Business customers should contact us for information about security deposits.

Why do we require security deposits?

Deposits – normally cash - are used to secure your outstanding account balance. The amount of the deposit is based upon the type of heat (electric, gas, etc.) or usage history at your address. We normally require them from customers who are:

• New to AEP.
• Existing or past customers who haven’t consistently paid their bills on time.

What are my options in providing a deposit for a new account?

In lieu of a cash deposit, you may provide:

• An acceptable guarantor. A guarantor agrees in writing to be financially responsible for some portion of your account. The guarantor must meet certain guidelines in order to qualify.
• A letter of credit from another utility showing on time payment history for at least twelve months.

Will I earn interest on my cash deposit?

Yes, as long as your deposit is held at least six months. Interest is earned:

• From the date the deposit is paid.
• At a rate of 3.00% per year.

When/how will I get my deposit and interest back?

Your deposit and interest will be applied to your account after one year, provided that no more than two bills were paid late. If two bills are paid late, they must not be paid more than 30 days past their due date or the deposit/interest will not be applied.

If you close your account before a year has passed, the deposit/interest will be applied to your final AEP bill.

Refunds For Residential Customers

AEP Ohio is now offering residential customers who have a refund a Wirecard North America Prepaid MasterCard® issued by Sunrise Banks N.A. The cards will be mailed to customers.

This refund information applies to residential customers. Business customers should contact us for information about refunds.

What if I don’t want a Wirecard MasterCard, I want a check?

Once a customer receives their Wirecard MasterCard in the mail, the customer can elect to either start using the card for purchases, they can request a transfer of the amount to their bank account, or they can request a check be sent to them. The instructions for all three options are in the letter which is sent with the Wirecard MasterCard.

Can I just request a check now?

The system must process the card first and send it to the customer, once the card is received the customer again has the option to follow the instructions on the letter with the card to either make purchases, request a paper check, or transfer the funds directly into the customer’s bank account.

Why am I getting a Wirecard MasterCard and not a check? How does this help me as a customer?

Prepaid cards allow customers access to instant funds. Checks may take days to process before the funds are available to use. Customers who do not have a banking facility also will have immediate use of the cards without paying any additional check cashing fees. Prepaid cards allow instant access to the refund amounts and allow for immediate spending at stores.

I am a business owner and do not want a Wirecard MasterCard.

Only residential customers will be receiving prepaid cards as refunds. Business Owners will still receive a check.

Where can I use my Wirecard MasterCard?

Wirecard MasterCard is accepted at all locations that accept MasterCard such as grocery stores, fast food establishments, retail clothing establishments, and movie theaters, just to name a few. Certain restaurants and gas stations when using the card may place a hold for a larger dollar amount on the card, for either a tip at a restaurant or pre-pay at the gas station pump hold. At gas stations take the card in to the attendant and let them know the dollar amount you want to use against the card so that a larger hold amount is not placed on the card which can cause it to be declined.

How can I tell the balance on my card?

Call the number on the back or the card or use the website on the back of the card to keep a tab on balances.

I forgot I had the card and it is now expired, can I still get my money?

If your card has expired, after the inactivity fees are applied, any remaining funds will be handed over to the State and held in an account. Call the number on the card and they will walk you through how to claim the funds from the State.

What if I lose my card?

Customers can either call Wirecard North America directly for a replacement card or call AEP to be transferred to a Wirecard North America MasterCard representative. Initial replacement cards are free, subsequent cards may have a replacement fee.

I plan to make a larger purchase than the dollar amount left on my Wirecard MasterCard, will I have an issue with that?

Most large retail chains have advanced credit cards systems which will allow you to swipe your prepaid card and will use the total amount on the card and require the remaining balance to be paid by a different method (cash, check, credit card, etc.) Small retailers may require that you know the amount you wish to use on the card and can type in that value manually, with the remaining balance paid by another means. Customers can try swiping their card first to see if the location has an advanced system, if the card is declined, then a dollar amount must be given against the card value.

Is there an expiration date of the card?

Yes, just as checks must be cashed within a certain period of time, prepaid cards must be used within a certain amount of time before an account maintenance fee is processed. Customers must start to use their cards within 6 months to avoid account maintenance fees

What if I want to use my card in 9 months for an upcoming vacation and I don’t want account maintenance fees?

Customers who don’t expect to use their card within six months may want to consider requesting a check or having a bank transfer to avoid inactive account maintenance fees.

I never got my refund card in the mail. Who do I call?

You can call AEP Ohio to request another card. Please be sure to verify the correct mailing address when calling.

My Wirecard MasterCard was declined when I went to use it, what is wrong?

You will want to check the amount on your card to ensure the balance on the card is what you expect it to be. Also check to see if the place you used it at may have placed a hold for a certain dollar amount on the card which is larger than the balance, this can happen at gas station pumps and certain restaurants who accept tips. If there are any issues you can contact the number on the back of your card to see if there are any issues with the card itself.