AES Ohio is investing in new digital solutions to better serve you. This upgrade will improve and simplify your customer experience, making interactions with AES Ohio more efficient and user-friendly. 

Currently, AES Ohio customers may experience limited system operations in the MyAES online portal. Customers are still able to make payments by calling Customer Care at 800-433-8500. 

We are more than just an energy company for our customers — we are partners

We’ve allocated extra resources and customer care agents to assist with any questions you might have during this process. We’ll provide frequent updates. Please revisit this page for the latest information.

FAQs

We are aware of a system issue that has caused a small number of customers not to receive their bill statements. Our team is actively working to resolve this issue as quickly as possible. Once bill statements resume, you will receive a bill statement that includes previous usage that has not yet billed in addition to your current usage. If you have not received your expected bill statement, please contact us. Our customer service team is ready to assist you and ensure you receive the necessary information.

What should I do?

  • Review your MyAES online account at myprofile.aes-ohio.com.
  • If a balance due is not provided in your MyAES online account or through our phone system, you can still make a payment to stay current with your bills. Consider making a payment based on your average usage. Payments will be credited to your account when your bill statements resume. Any overpayment will automatically appear as a credit on your next bill.
  • Contact our Customer Service team via chat at aes-ohio.com or by calling 800-433-8500. Customers may also use our email form at aes-ohio.com/contact-us.
  • If you need help paying your bill once billing resumes, payment options are available. For more information, visit aes-ohio.com/pay-agreements.

Due to a system error, some customers who have both electric and nightlight on the same bill did not have electric charges on the bill they received in September. The electric charges will be included in the billing statement they receive in October with no negative impact to the customer.

Customers enrolled in a budget billing, pay agreement or payment assistance plan may receive an incorrect amount due when attempting to make a payment through Kubra EZPay online or in the self-service phone options. Customers are encouraged to pay the amount due listed on their bill statement or in the MyAES online portal.

Due to a system error, budget billing customers whose amount due was less than their budget billing amount had their actual amount due deducted from their bank account instead of their budget billing amount.

Pay agreement and payment assistance customers who made a partial payment prior to their auto-payment date may have experienced their original amount due withdrawn from their account. Any overpayments that occurred as a result of this will be applied as a credit on the next bill statement. 

New customers may have incorrectly received a bill statement with a message noting their past due balance is being sent to collections. This message was sent in error due to the system upgrade. New customers do NOT have a past due balance, no action is needed.

To help you access your new account ID, visit our Access Your New AES Ohio Account Number page and enter your old account ID. You will receive your new account number and be able to use it for payments. Note: if your old account number starts with a 0 (zero), please “drop the zero” and enter the rest of your old account number.  

Yes. You will be able to use your account number after the system upgrade is complete. To ensure a smooth transition, please take the necessary steps to access and use your new number after you receive your September 2024 bill.

No, you can still use your current MyAES online account to access information.

Yes, customers can use Kubra EZ Pay. PIPP customers should pay the amount shown on their bill statement, or call Customer Care at 800-433-8500 for correct payment information.

A small number of Bank Plan customers experienced a delay in their auto-payment deduction from their bank account between September 3-27.

Although your MyAES online portal account may show your payment processed on your bill due date, the actual processing of your payment was delayed until September 17-30. There will be no negative impact to you, and no action is needed by you at this time.

Please note: Impacted customers will notice a payment reversal for the incomplete transaction in the MyAES online portal once their completed payment has processed.

Thank you for your patience as we are experiencing high call volumes on our Customer Care Line. Using your account number, you can select a self-service option to avoid the wait.

AES Ohio is in the process of transforming our digital platforms to help simplify and elevate your experience with us, making everything from payments to account management more flexible and user friendly to better serve you.

  • Improved and more flexible payment options
  • Easier ways to manage your account
  • More options to start / stop / transfer service   

Our dedicated Customer Service team is available to assist you with any inquiries, issues or service requests at 800-433-8500.

Thank you

For more than 110 years, you have trusted us to deliver reliable energy services. We don’t take this trust lightly and are working daily to better serve you in new ways.