Report Fraud and Scams

Be aware of scammers who pose as utility employees and demand immediate payment or personal information under the false threat of service disconnection. Criminals’ tactics are becoming increasingly sophisticated and tend to intensify during the holiday season.

Thieves typically attempt to steal money by phone or in person but be on the lookout for falsified mail and email as well.

AEP Texas never asks customers for pre-paid debit cards for payment.

Questions & Answers about Scams

Q. What are thieves telling customers?

Thieves are calling AEP Texas customers and

  • Threatening to shut off power unless an immediate payment is made;
  • Telling customers they need a new meter, but a payment must be made before the new meter is installed;
  • Going door to door and negotiating total bill amounts if an immediate payment is made;
  • Offering a discount on their AEP Texas bill if they sign up for auto-pay;
  • Demanding a deposit be paid immediately.

AEP Texas never asks customers to use pre-paid debit cards for payment.

Some scammers are displaying AEP Texas’s name as the Caller ID. Others play a telephone recording that sounds like AEP Texas’s phone system message.

Q. What should I do if I may have been contacted by a thief impersonating AEP Texas?

It’s important to remember that within the AEP Texas service territory customers purchase their electricity from a Retail Electric Provider (REP) not from AEP Texas.  The REPs send your monthly bill, and the REPs instruct AEP Texas to disconnect service for non-payment.  AEP Texas does not contact the customer asking for payment for monthly electric service.  If there is a question about payment status, you should call your REP by referring to the phone number on your monthly electric bill.  

Q. How can I know if it’s really AEP Texas contacting me?

Hang up the phone and call AEP Texas immediately at 1-877-373-4858.  Again, please remember that you pay your Retail Electric Provider (REP) for your electric service. 

Q. If I’ve been scammed, what should I do?

Contact your local police through their non-emergency telephone number and report the scam. Please also call AEP Texas at to report the scam. AEP Texas is working with local, state and federal law enforcement agencies to identify and prosecute scammers.

Q. Should I report a scam attempt to AEP Texas?

Absolutely! Call AEP Texas at to report the scam attempt. AEP Texas tracks scam attempts and works with local, state and federal law enforcement agencies to identify and prosecute scammers.

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Privacy Policy

Privacy Policy for AEP Texas, a unit of American Electric Power (AEP)

Scope

This Privacy Policy applies only to AEPTexas.com and the AEP Texas customer mobile app (com.aep.customerapp.aeptexas). Other AEP websites and apps may be governed by their own privacy policies, appropriate to the uses and needs of each. Throughout the site or app, we may provide links to resources and sites that are not part of AEPTexas.com or the AEP Texas customer mobile app. This Privacy Policy does not apply to those resources and sites.

Consent

By using this site or app, you consent to the terms of this Privacy Policy. Whenever you submit information via this site or app, you agree to the collection, use, and disclosure of that information in accordance with this Privacy Policy.

Information Collected

  1. Passively collected information

    During your use of this site or app, we may collect anonymous information about your visit here through the use of server logs, cookies, scripts, tracking pixels and other Web traffic tracking systems. This information is aggregated and used to improve user experience through analysis of user activities. This information is never combined with any of the personally identifiable information you may provide in your use of the features of this site or app.
  2. Personally identifiable information

    On certain forms of this site or app, you may be asked to provide information about yourself or your account with us, either to identify yourself to us or to request a service from us. In each case, we will inform you what information is provided at your option and what information is required to complete the transaction or activity you are engaged in. If you are unwilling to provide this required information, you will be unable to complete the requested transaction.

Use and disclosure of information

The information you provide to us will be used to respond to requests you may make for services. Some or all of this information may be added to your permanent account record and may be used for research purposes.

In addition, we may use elements of this information in the following situations:

  1. We may transfer the information to AEP Texas’s affiliates and subsidiaries, unless such transfer is prohibited by law;
  2. We may transfer the information as part of a merger, consolidation, acquisition, divestiture or other corporate restructuring (including bankruptcy);
  3. We may make the information available to third parties who are providing the product, service or information that you have requested (but not your password);
  4. We may make such information available to third parties who are providing services to AEP Texas (for example, providing the information to third parties performing computer-related services for AEP Texas);
  5. We may use the information to communicate with you about products and services that may be of interest to you.
  6. We may disclose the information if we form a good-faith belief that disclosure of such information is necessary to investigate, prevent, or take action regarding any illegal activities or regarding interference with the operation of our site or violation of its terms of use; or
  7. We may disclose the information if we believe that disclosure is required by law or regulation or in response to a subpoena or other order of a court or other governmental agency.

AEP Texas uses Flurry Analytics Service (provided by Yahoo) in order to improve its mobile apps. Flurry’s privacy policy governs the use of this information.

Also, AEP Texas reserves the right to share any aggregated information (i.e., non-personally identifiable information) with any third parties for any reason, unless prohibited by law.

We will not sell, rent or otherwise disclose the information we gather about you or your account to any third party, except as outlined in this Privacy Policy.

Security

AEP Texas takes reasonable steps to protect your personally identifiable information as it is transferred to us, through the use of Web technologies such as the Secure Sockets Layer and others. However, no Internet transmission of information is ever completely secure or error-free. In particular, e-mail sent to or from AEP Texas may not be secure.

How to Reach Us

If you would like to update your personally identifiable information or if you have questions about this privacy policy, please contact us.

Changes to This Policy

AEP Texas reserves the right to change this Privacy Policy at any time. If this Privacy Policy changes, the revised policy will be posted to this site. Please review this Privacy Policy before you provide any personally identifiable information through this site. Use of our web site after the posting of a revised privacy policy constitutes your consent to the revised policy.

This policy was last revised on December 13, 2017.

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