Disconnections, late fees to resume in November for AES Indiana customers

INDIANAPOLIS – Changes are on the way for AES Indiana customers in the coming weeks.

In November, the utility company will resume disconnections and late fees for the first time since October 2023. AES paused those actions after switching to a new billing system.

The upgrade, implemented in November 2023, was aimed at improving customer experience. However, we’ve heard from many residents who’ve seen their bills increase—sometimes doubling or tripling. In other cases, payments weren’t being reflected on individual accounts or customers weren’t receiving bills at all.

Because of those issues, the utility paused late fees and disconnections months after implementing the new system. In April, the Indiana Utility Regulatory Commission reported it had received hundreds of complaints about AES billing during the first few months of the switch.

The disconnection and late fee moratorium gave customers a grace period as AES worked to get things on track. It appears that process is complete; in an email message to customers, the utility said disconnections and late fees will resume on Nov. 1, 2024.

In another change, the company is no longer required to visit a customer’s property before disconnecting service. Instead, AES will implement remote disconnection/reconnection procedures starting on Nov. 1. It will notify customers by phone, text and email.

Because of the change, the company recommended customers double-check the contact information associated with their account.

As for customers who are behind on their bills, AES said flexible payment options are available, including 3-, 6,- 9- and 12-month plans. You can find more information here .

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