AES Indiana digital transformation update 

AES Indiana is implementing remote disconnection / reconnection procedures in November. On April 17, 2024, the Indiana Utility Regulatory Commission approved AES Indiana’s request for a waiver of 170 IAC 4-1-16(f). This means AES Indiana is no longer required to visit customers’ premises prior to performing a disconnection.   

AES Indiana will be notifying customers of an upcoming disconnection by phone, text and email. Therefore, it is important that AES Indiana has your updated contact information. Please update your contact information by accessing “My Profile” under “Account Summary” on our online account portal as soon as possible. This will ensure you do not miss important notifications. If you do not have internet access and need to update your information, please call AES Indiana’s residential customer service line at (317) 261-8222 to do so.

AES Contract Money

Improved, more flexible payment options

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Easier ways to manage your account

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More options to start / stop service

FAQs

No. At this time, AES Indiana is not disconnecting customers have errors on their bill due to our system upgrade, nor are any late fees incurred for these customers.

We encourage customers who haven’t paid anything towards their bill during this time to get as current as possible. Please call us at 317-261-8222 to discuss payment assistance options that may be available to you.

Due to an issue following the system upgrade, some bills have not yet been printed for some customers. We apologize for the difficulty. Please contact us on our dedicated system upgrade line, 317-261-2085, for help with this issue.

We understand some customers have charges on their account that may appear in error. We will be glad to help identify the charges and reverse any charges that were applied in error. Please call us on our dedicated system upgrade line, 317-261-2085.

Budget billing customers may have seen impacts during our system upgrades. Budget billing remains available. Please call us on our dedicated system upgrade line, 317-261-2085, so that we may assist you with this issue.

A known issue following our system upgrade has caused some bills to be printed without usage details. We are happy to walk through the details of your bill so that you can trust it is accurate and correct. Please call us at our dedicated system upgrade service line, 317-261-2085, where our agents will gladly assist.

Higher bills can be common during the summer months as we use more energy to cool our homes or businesses. If you’ve not received a bill due to an issue following our system upgrades, it’s also possible your bill contains multiple months of charges. Please call our dedicated system upgrade number, 317-261-2085, where representatives can help review your bill. Payment assistance and extension options may be available to help customers with an unexpectedly high bill.

Yes, please call our dedicated system upgrade line at 317-261-2085. Agents are available to help review your bill and answer questions regarding your expected bill credit.

Yes, please call us at our dedicated system upgrade number, 317-261-2085, for discrepancies in your "Green Power" charges.

Please call our dedicated system upgrade line at 317-261-2085 so that we can look into the auto-drafted payment and correct any inaccuracies or incorrect payments drafted from your account.

We have recently corrected an issue related to our system upgrade that previously caused some auto-payments to not process. Please call us at our dedicated customer service number, 317-261-2085, so that we can help resolve any discrepancies with your auto-pay deduction.

Some customers have experienced issues starting service on newly constructed homes or businesses. We apologize for the difficulty. Please contact our Construction Team at 317-261-8333 so that we can help get you connected. If you need help starting service after moving into an existing location, please call our Customer Service team at 317-261-8222.

We have resolved an issue following our system upgrade that caused some customers to be incorrectly charged with returned payment fees. Please call our dedicated system upgrade number, 317-261-2085, for help identifying and reversing any fees that were incorrectly applied.   

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Thank you for your patience!

For more than 100 years, you have trusted us to deliver reliable energy services. We don’t take this trust lightly and we are working each and every day to serve you in better ways.

Previous announcements

  • Enrollment in Budget Billing will be unavailable September 29 through November 6

  • Enrollment in long-term and short-term payment extensions will be unavailable September 29 through November 6

  • Cash payment kiosks will be unavailable for use October 30 at 8:00 PM through November 6 at 6:00 AM. Our walk-in payment sites are able to accept cash, check, money order, and cashier’s check payments; however, those payments will not be reflected in your account until November 6. You will not be charged a late fee. To find those locations, please visit www.aesagents.com.

  • While our upgrades will impact your ability to make payments and receive customer service support, we are still here to serve you in the event of an outage, or should you need to schedule start, stop or transfer services. Please call 317-261-8222 for any of these events.

  • If you call to enter a move in, move out, or transfer date past October 31, 2023, the call will be directed to an agent. We can schedule the date you would like to move in, move out, or transfer past October 31, but it will not be processed until November 6.

  • You will be unable to create an online account while we are making upgrades to our systems. If you need to create an online account, please revisit our website on or after November 6, 2023.