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10 Exaples of why AEP invoices are failing TX SET ED1 Per TX SET, The SAC8 ultiplied by the SAC1 ust always equal the SAC5. 1. Invoice # 94X ($o,sw+~~ SOAH Docket o Docket o Cities 16th, Q. # 16-5e Attachent Sub Part e Page 55 of 75 You can se that * 1 does not equal (the decial is iplied in the SACOS) 2. Invoice# 94x $1, Here s a snapshot the transaction: g4X Q ~~ PA88 AI 3Texas Set Val i dati an error P5 I 8327~ s CETRAL POWER & LIGHT SJ RELIAT EERGY SOLUTIOS SVEL C3RAT WH A C C C C C C C C C C C EUBAS883 EUEAS881 EUD IS881 E U R R R EURRROB6 EURRRBOI E U M S C E U M S C EUT AOBI EURRR888 EURRR886 e , EA1 ERI K1348. El EA1 EA1 KH341 KH5Y1 36 KH341 K EA1 EA1

11 Let s focus on charge code RRROO1: SOAH Docket o Docket o Cities 16th, Q. # 16-5e Attachent Sub Part e Page 56 of * 341 does not equal

12 Matthew L Gerick 12/24/ AM To : cc: Subject: Jeffery S Stracener/AEPI@AEPI Cities 16-5(e) Reliant Rejects... Matt Gerick, PE, CEM C R R Account Engineer Aerican Electric Power Copetitive Retailer Relations P.O. Box 2121 Corpus Christi, TX 7843 SOAH Docket o Docket o Attachent Sub Part e Page 57 of 75 Corpus Office: Corpus Fax: Victoria Office: Victoria Fax: Eail: lgerick@aep.co "---- Forwarded by Matthew L GericklAEPl on 12/24/23 7:5 AM Matthew L Gerick 1/8/23 1 :37 PM To: cc: Subject: "Pond, Ji" cjpond@reliant.co> Re: FW: AEP unpaid files Ji, Here is a status report of the 144 rejects for Reliant, but we still have soe work to do to finish out the ones highlighted in yellow. I a working with Ji Purdy to investigate your dispute list so we can eliinate the back log of probles. 61

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17 Jeffery S Stracener 12l24l23 2:2 PM To: cc: Subject: David L Hooper/AEPI@AEPI Cities 16-5(e) Calpine Rejects Jeff Stracener Supervisor Custoer Service (361) Forwarded by Jeffery S StracenerlAEPl on 12/24/23 2:2 PM Matthew L Gerick 12/24/ AM To: Jeffery S Stracener/AEPI@AEPI cc: Subject: Cities 16-5(e) Calpine Rejects Matt Gerick, PE, CEM CRR Account Engineer ADS rejected the following invoices because they said didn't receive the Our records indicated we did send the Aerican Electric Power Copetitive Retailer Relations P.O. Box 2121 Corpus Christi, TX 7843 Corpus Office: Corpus Fax: Victoria Office: Victoria Fax: Eail: lgerick@aep.co aep.co SOAH Docket o Docket o Attachent Sub Part e Page 62 of Forwarded by Matthew L GericklAEPl on 12/24/ AM Matthew L Gerick 8/28/23 8:45 AM To : cc: Subject: Wanda.Gtice@alldata.net Unpaid invoices Wanda, We have sent the transaction to process these invoices, but they are still showing up as unpaid. Could you let e know of a status report on these? L Matt Gerick, PE, CEM Custoer Service Engineer Aerican Electric Power P.O. Box 2121 Corpus Christi, TX 7843 Corpus Office: Corpus Fax: Victoria Office: Victoria Fax: Ernail: lgerick@aep.co h ttp: llwww. ae p. co rn 66

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19 68 SOAH Docket o Docket o Attachent Sub Part e Page 64 of 75

20 "Keeler, Krista" To: er.co> cc: "Spooner, Gary" "Gerdes, Ti" 4/1/23 6:12 PM Subject: AEP Invoice Reject Analysis Matt, I wanted to see where AEP is with the analysis of the rejected invoices by FCP? I have attached FCP's coents, which is the sae eail that we discussed a couple of weeks ago with Dee fro FCP. Thanks, Krista Krista Keeler First Choice Pozoe~ 41 lriternational Plaza Fort Worth, TX 7619 Phoiie: (817) Fax: (817) SOAH Docket o Docket o Attachent Sub Part e Page 65 of 75 Matthew L Gerick 4/3/23 8:2 AM To: cc: Subject: "Keeler, Krista" <KKeeler@FirstChoicePower.co> Re: AEP Invoice Reject Analysis I believe we need to speak to Dee about these because in our syste your switch request processed and we show FCP as being the ROR. Apparently, your syste shows soething a little different which caused these rejected invoices. Do you have Dee nuber so I can get Ji to call her?... Matt Gerick, PE, CEM Custoer Service Engineer Aerican Electric Power P.O. Box 2121 Corpus Christi, TX ,...I 69

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24 Matthew L Gerick 1/8/ PM To: cc: Subject: "Keeler, Krista" <KKeeler@FirstChoicePower.co> Re: FW: AEP Invoices Krista, We cancelled the invoice with SUM and rebilled, but FCP took the cancel without taking the original into their syste. I a unsure how to clear these unless FCP can soe how pull these in and do soe anual intervention to get the loaded.... Matt Gerick, PE, CEM CRR Account Engineer SOAH Docket o Docket o Attachent Sub Part e Page 7 of 75 73

25 -----Original Message----- Fro: Keeler, Krista Sent: Friday, October 3, 23 5:13 PM To: Sheppard, Kristie; Black, Cathy; Spooner, Gary; Gerdes, Ti; Swening, Linda Subject: AEP Invoices I have established a new process for onitoring and organizing the Unpaid Invoices that FCP receives weekly fro the TDSP's. Please find the process docuent attached. Kristie, please investigate the invoices highlighted in green. Gary, please release all others for payent. I welcoe your feedback and questions. Thanks, Krista Krista Keeler First Choice Power 41 Lnturttntiorzal Plaza Fort Worth, 2'X 7619 Plione: (817) Cell: (517) (LX: (83 7) SOAH Docket o Docket o Attachent Sub Part e Page 69 of Original Message----- Fro: Spooner, Gary Sent: Wednesday, October 8, 23 8:33 AM To: Keeler, Krista; Sith, Lori Subject: RE: AEP Invoices Krista - The two 81 Invoices with Reject Code SUM - the TDSP needs to balance the 81 Invoice and resend. Most of these 81 Invoices were released 1/3/3 and brought into AP on 1/6/3 for payent. Others were released and paid earlier. Lori - Could you check on the A76 reject codes to validate y results? Thanks for the help. "Keeler, Krista" ckkeeler@firstchoicepower.cor To: "'lgerick@aep.co'" <lgerick@aep.co> 118/23 3:25 PM cc: Subject: FW: AEP Invoices Matt, Can you please resend the 81's with the SUM error corrected? Thanks, Krista 74

26 5 z 2 SOAH Docket o Docket o Attachent Sub Part e Page 71 of 75 a (I,. w -7 W ly r % a w I

27 > >>>>>>> > >. > >> >> SOAH Docket o Docket o 2884 Cities' 16th, Q # 16-51? Attachent Sub Part e Page 72 of 75 o o OOCU arzc!a c!?cckc! cor- c! 2. u)

28 Jeffery S Stracener :2 PM To: Hooper/AEPI@AEPI cc: Subject: SOAH Docket o Docket o Cities' 16th, Q. ## 16-5e Attachent Sub Part e Page 73 of 75 David L Cities 16-5(e) Entergy (2) Jeff Stracener Supervisor Custoer Service (361) Forwarded by Jeffery S StracenerlAEPl on 12/24/23 2:2 PM Matthew L Gerick 12/24/23 8:12 AM To: Stracener/AEPI@AEPI cc: Subject: Jeffery S Cities 16-5(e) Entergy (2) Matt Gerick, PE, CEM CRR Account Engineer Aerican Electric Power Copetitive Retailer Relations P.O. Box 2121 Corpus Christi, TX 7843 Corpus Office: Corpus Fax: Victoria Office: Victoria Fax: Eail: lgerick@aep.co Forwarded by Matthew L GericklAEPl on 12/24/23 8:ll AM "VOGLER, REE A" <RVOGLER@entergy.co> To: "'lgerick@aep.co'" clgerick@aep.co>, 12/3/23 12:12 PM "WEAVER, STEVE" "CAO-CO, LA" <Icao@entergy.co>, "PARET, LARRY C" <LPARET@entergy.co> cc: Subject: RE: Entergy's Rejects.._..-. I have ADS looking at the list to try and find soe issues and coon probles other than the standard reject reasons. Working with other TDSP's, it did not see to be just date issues. I will get with ADS and see if we can escalate the proble. Once they develop their inforation, we ay need to work directly with your 824linvoice person(s) for resolution. 77

29 I will get back with you. Ree Ann -----Original Message----- Fro: Sent: Wednesday, Deceber 3,23 12:7 PM TO: WEAVER, STEVE; CAO-CO, LA; VOGLER, REE A; PARET, LARRY C Subject: Entergy's Rejects SA.H Docket o Docket o Attachent Sub Part e Page 74 of 75 Ree Ann, We are receiving rejects everyday fro Entergy and want to get these to you, but there is nothing on our side we feel we can correct. I sent you a list a week or two ago and just wanted to know what we can do to ove these invoices to you. Here are soe ore exaples that we have received. Matt here is one you ay want to visit with Entergy about. (See attached file: Invoice Rejectsxls) 84 to work 11/17/3 and we copleted 11/25/3.... (See attached file: Invoice Rejects.xls) MVI for other REP 1/2/3 confired for 1/2/3. Final for Entergy 9/9/3 to 1/3/3. o corrective action required.... Everything our end is correct. There was a switch order sent back unexecutable. So Entergy is still the REP of Record. (See attached file: Invoice Rejectsxls)... (Ebedded iage oved to file: pic41.pcx) MVI sent by other REP cancelled but forced disconnect worked. Will need a new order sent for previous custoer - fni is valid. (Ebedded iage oved to file: pic pcx) On cycle switch for other REP 11/13/3 - fnl 1/15/3 to 11/12/3.... (Ebedded iage oved to file: pic6334.p~~) ETRGY took over service 7/14/3 scheduled drop for 11/3/3 but sent back unexecutable because no access. Invoice 1/14/3 to /3. 78

30 (Ebedded iage oved to file: pic265oo.p~~) SOAH Docket o Docket o Attachent Sub Part e Page 75 of 75 Related to a BSFEE & EDIV - ETRGY MVI 1113/3 to wk 1/17/3 coplete 1/27/3 - MSi 11/11/3... There is nothing wrong with our invoice so, no corrective action will be ade. Looks like one of there business rules is causing these to reject. (Ebedded iage oved to file: pic19169.pcx)(ebedded iage oved to file: picl 5724.pcx)(Ebedded iage oved to file: picl 1478.pcx) (Ebedded iage oved to file: pic29358.p~~) ESI received this invoice out of order but invoice is correct ESI I81 5 date change fro 111 to 111 3, invoice is correct ESI received MVO/MVI fro other REP 1/8/3 to wk 111 /3 MVI Entergy 1/9 to wk date altered to 111 3/3, invoice is correct.... *** Matt Gerick, PE, CEM C R R Account Engineer Aerican Electric Power Copetitive Retailer Relations P.O. Box 2121 Corpus Christi, TX 7843 Corpus Office: Corpus Fax: Victoria Office: Victoria Fax: Eail: lgerick@aep.co 79

31 ED Reject - Invoice Correction - Manual Process 1) oral Process MACSS produces invoice and usage essages (original and/or cancel-rebills) MACSS sends invoice data to DIPR AEP sends out invoice and usage essages to the MDCH MDCH translates into ED1 transactions - ED18 1 and ED1867 CR receives the invoice transaction fro AEP/MDCH ERCOT receives the usage transaction fro AEP/MDCH CR receives the usage transaction fro ERCOT SOAH Docket o, Docket o Cities 16th, Q. # 76-3 Attachent Sub Part f Page 1 of 3 i 1 2) Invoice Reiect CR deterines rejection required of invoice transaction CR sends rejection transaction - ED1824 referencing the invoice nuber, reject reason code, and if appropriate, additional text 3) Reports MDCH creates a reject report daily - TX 824 Detail Report and sends it to a specific distribution list CCO-IT adds it to the folder - Reject Inforation - Usage and Invoice MACSS - Bill Output creates a weekly report - 68 Reject Report and sends it to a specific distribution list CCO-IT adds it to the folder - Reject Inforation - Usage and Invoice 4) Review and Analysis of Reiect CCO-IT and MACSS Bill Output reviews the weekly report to deterine corrective action on backlog Deterinations are ade for any scenarios that are occurring and can be reedied with a progra change CRR support is required: o To help clarify rejection reason fro CR o If questions/answers need to be addressed to the CR to agree upon a correction path o Business rules are ipacting the rejection and or correction path i 8 1

32 5) Invoice Correction Corrective action is cancelhebill - either BAO or TCCT would process cancel/rebills; this is the ore prevalent resolution due to current syste liitations; cancel(s) and rebill(s) flow to the CR and to DIPR Corrective action is a essage fix - EW - an IT Proposal has been approved to write a progra to allow for specific corrections (case by case basis) known as the 'FIX-IT' progra; the correction invoices will flow out to the CR and notification will be sent to DIPR to apply anual datafix. o action is needed by AEP - soe CR's have business validation that creates a reject to us and there is nothing to correct on the invoice1 1/3/3 3:37 PM11/3/3 3:38 PM 6) Copletion of Reiect Message Cancelhebill solution will autoatically coplete the rejected essage that atches the reject invoice nuber A weekly job (ipleentation 11/21/3) that atches DIPR paid invoices with rejected invoices will coplete the reject essage Manually, using EMSG, set the flag to 'C' for case by case copletion SOAH Docket o Docket o ' Cities' 16th, Q. # 16-5f Attachent Sub Part f I Page2of3, Prepared by: Carole Root 1 1/3/3 81 2

33 SOAH Docket o Docket o Cities' 16th, Q. # 16-5f Attachent Sub Part f Page 3 of 3.- a, >.- C U c ffl u E u) c Q 8 a -, 'T' C 82

34 SOAH DOCKET O PUC DOCKET O APPLICATIO OF AEP TEXAS 8 BEFORE THE STATE OFFICE CETRAL COMPAY FOR OF AUTHORITY TO CHAGE RATES 5 ADMIISTRATIVE HEARIGS AEP TEXAS CETRAL COMPAY S RESPOSE TO CITIES SIXTEETH REQUEST FOR IFORMATIO Question o. 15: Follow up to Response to Cities a. Explain fully how each of the three ethods Retail Custoers ay use to report outages, interruptions and irregularities to TCC do or do not ake their way into the Trouble Entry Reporting Syste. b. Provide all docuents, definitions and guidelines TCC uses to identify or decide whether the Retail Custoer call report is (1) an outage, (2) an interruption or (3) an irregularity. c. For each kind of report, outage, interruption and irregularity, explain fully whether the event does or does not ake its way into any reporting syste and, d. If classified as an outage, identify every TCC report, whether developed for internal TCC or AEP use or for external use by a public or non-profit agency for which the outage data is an upstrea (but not necessarily direct) input. Include the nae, purpose of and intended audience or uses for each report. e. If classified as an interruption, identify every TCC report, whether developed for internal TCC or AEP use or for external use by a public or non-profit agency for which the outage data is an upstrea (but not <. necessarily direct) input. Include the nae, purpose of and intended audience or uses for each report. f. If classified as an irregularity, identify every TCC report, whether developed for internal TCC or AEP use or for external use by a public or non-profit agency for which the outage data is an upstrea (but not necessarily direct) input. Include the nae, purpose of and intended audience or uses for each report. 1 83

35 PUC Docket o Cities' 16th, Q. #15 Page 2 of 4 g. When easuring the duration of any outage, interruption or irregularity event, for each of the three ethods a Retail Custoer ay use to initiate a report, explain fully how TCC/AEP treats and easures for copliance reporting purposes: (1) the initial Retail Custoer call; (2) any delay between the initial Retail custoer call and TDSP receipt of callhotice; (3) TDSP receipt of callhotice. h. Provide all docuents analyzing the efficiency of REP or Retail Custoer notice and reporting of outage, interruption and irregularity events inforation to TCC. 1. What actions, if any, has TCC undertaken if any to increase the tieliness and accuracy of Retail Custoer and REP reporting of outage, interruption and irregularity events? Response o. 15: a. The Trouble Entry Reporting Syste (TERS) is a software progra utilized by TCC for the ain purpose of electronically capturing inforation associated with custoer service outageshnterruptions. Unique TERS entries are ade for each custoer call. When considering the response to this request, it is iportant to understand that the "three ethods that Retail Custoers ay usell to report outages are not left to the discretion of the custoer, but are decided by each Copetitive Retailer (CR). Each CR is responsible for inforing its retail custoers how to report outages using one of the three options. The three reporting options and associated entry into TERS are as follows: 1. Report taken solely by CR via telephone and electronically transitted to TCC -- electronic essage would be received by AEP and autoatically directed into TERS 2. Report taken by CR via telephone and call forwarded to AEP -- AEP Custoer Solutions Center Agent creates TERS entry 3. Report taken directly by AEP -- AEP Custoer Solutions Center Agent creates TERS entry if via phone conversation; TERS entry perfored autoatically through custoer inputs if via IVR (interactive voice response) phone call or via aepcustoer.co website visit Other service "irregularities" are responded to in a different anner, by creation of a field investigation order. These other service "irregularities" are captured and classified by the Custoer Solutions Center Agent based upon the custoer's description as "PART OUT", "DIM LIGHT", "FLICKERIG" and "BRIGHT- DIM". 84

36 PUC Docket o Cities' 16th, Q. #15 Page 3 of 4 b. TCC uses IEEE Standard 1366, which is available fro IEEE's website at as the guideline for classifying a Retail Custoer call report as a sustained outage/interruption. Other service irregularities are identified based on the custoer's description using classifications of "PART OUT", "DIM LIGHT", "FLICKERIG" and "BRIGHT-DIM". If there is not an outagehnterruption, then an "irregularity" can also be entered per custoer's description in the "O-TRBL" field. c. See response to a., above. d. TCC treats the ters "outage" and "interruption" as synonyous and does not separate custoer reports into an outage vs. interruption classification. TCC reports are developed to coply with PUCT Quality of Service reporting requireents and include annual outage indices/perforance easures as follows: Report ae Syste SAIFI Report Syste SAIDI Report Distribution Feeder 1 Indices - SAIFI Distribution Feeder Indices - SAIDI Purpose Meet PUCT Quality of Service reporting requireents Gauge syste perforance relative to regulatory requireents Meet PUCT Quality of Service reporting requireents Gauge syste perforance relative to regulatory requireents Meet PUCT Quality of Service reporting requireents. Identify highest (worst) 1% feeders Meet PUCT Quality of Service reporting requireents * Identify highest (worst) 1% feeders Intended Audience PUCT TCC Manageent PUCT TCC Manageent PUCT TCC Manageent PUCT TCC Manageent e. See response to d., above. f. TCC does not use an "irregularity" classification. on-outagehnterruption custoer reports are classified according to the custoer's description and 85

37 PUC Docket o Cities' 16th, Q. #15 Page 4 of 4 forwarded to the field operations for follow-up. TCC has no such reports as requested. g. (1) - (3) The duration of an outage/interruption is easured fro the tie of the first notification to AEP to when field crews restore electric service. A service "irregularity" (PART OUT, DIM LIGHT, FLICKERIG and BRIGHT-DIM) duration is not easured. h. TCC is not aware of any such docuents. i. In addition to the iproveents identified in response to Cities' Second Request for Inforation, Question o. 65, there have been enhanceents to the processing of outage reports to expedite the restoration of service. Specifically, the Custoer Solutions Centers have installed enhanced IVR systes to autoatically enter outage data into TERS, ipleented upgraded high volue call answering systes to iprove custoer access for outage reporting and installed advanced call routing systes to transfer calls to agents across the AEP syste and suppleental outsourced call centers during ajor stors. Additionally, AEP recently enabled a web-based outage reporting syste to provide custoers with flirther options. Prepared By: David M. Gordon Jeffry L. Laine Sponsored By: Jeffry L. Laine Harry R. Gordon Title: Manager, Asset Perforance Title: Director, Custoer Choice Operations Title: Director, Custoer Choice Operations VP, Distribution Region Operations 86