Duke Energy

Duke Energy has re-issued the customer’s refund check and it
has been placed in the mail today 1/19/The customer should receive it within
7-days depending on the mail
We do advise customers to allow 4-weeks when we have to
re-issue a refund check do to the processing time frame
Once we request a stop
payment on the old check, there are a number of days that we must wait to make
sure that the check hasn’t been cashed alreadyThen we have to place a request
for a new check to be printedSometimes that processes does take a few weeks
to completeWe do apologize for the inconvenience

Duke Energy billed a $security deposit as a result of new service for the customer in September The customer had previous service with Duke Energy and a previous security deposit was on file at the now closed accountDuke Energy requires a security deposit from customers if services
are subject to disconnection or payment history warrants a security deposit to be on the accountIn this situation, the payment history from the prior account did warrant billing another security depositThe customer has paid $of the $security deposit and Duke Energy has agreed to waive the remaining portion of the security deposit, $The remaining balance due November 23, is $Duke Energy will credit the paid deposit, plus any interest earned, to the bill upon satisfactory payments for a period of either nine consecutive months or any nine out of twelve consecutive monthsThis is provided that there are no late payments for any two consecutive months
If the customer chooses to discontinue the service before the deposit has been credited, it will be applied to the customer's final billAny remaining credits would be sent as a refund check or will be transferred to another active account in the customer's name if possible

Duke Energy has de-certified the meters in this areaWe have made several attempts at gaining access to the customer's meters, but we have not been able toWe have tried to contact the apartment manager and maintenance person but have not been able to get a hold of them. The customer is now enrolled in *** so she will pay the same amount every month regardless of what her usage is or estimated atWe will continue to attempt to gain access until the construction is completed and we can remotely read the meters again

We are unable to reach the customer at the phone number provided in the complaint to work out any arrangements, and the customer has not paid the $as stated in her offer. We are closing the complaint

Duke Energy would like to apologize for the inconvenienceWe have removed the apartment number from the service addressWe scheduled to have the customer’s meter changed out since we are not getting the reads from the meter remotelyThis will be completed this week We sent a technician out
to get a reading from the meter on 1/27/and the estimates are in line with the meter readingOn 1/the customer’s meter reading was and then the estimate was *** on 1/30/At this time there aren’t any billing corrections that need to be madeOnce we change the meter, we should begin receiving the reads remotely again and the customer should not receive any additional estimates

Duke Energy apologizes for any inconvenience this has caused. The refund check of $will be applied to the customer’s active account within to business daysThe customer lived at a residence in Kentucky and moved to an address in Ohio. Once the refund generated,
unfortunately, a refund cannot be automatically applied to an address in a different state. The process is manual and before that could happen, the refund check had already printed and mailed out. We will address the process with the representatives that were involved with Ms***’s account, as she was not informed correctly on the process works when a refund check is generated. Duke Energy is sincerely sorry for the frustrating experience the customer endured

RE: *** *** * ***
The gas and electric service was transferred out of Mr***'s name at his previous address on 4/30/On 5/12/Mr*** was informed there was no security deposit on file for the accountHe became very upset and was advised to provide a security
deposit receipt due to no notification of a deposit in our systemMr*** has accused duke Energy of keeping a $deposit
A Final bill generated in May after the service was disconnectedMr*** agreed to enroll the $Final bill balance in a payment planHe also provided his current mailing address to the billMr*** did not maintain the Payment Plan and the account balance was turned over to a collection agency for collectionThe agency has contacted Mr***Mr*** is stating he was told he does not owe a bill due to a deposit being applied to the final bill
Please let me know if you need any additional informationMy contact information is listed below
** *** Duke Energy
Consumer Affairs
***

I am billed by Duke Energy for service not provided
I am a 100% disabled Veteran with a wife who is also disabled.Florence blew a tree onto my house & I need a new roof & also had water damage to my ceilings.I had no power for days.On Sept.14th the storm disabled an area light which I pay Duke Energy $a month forI called them over a month ago to fix it but they didn't yet they continue to bill me for it & said they will not give me the months credit they owe me for it.I cancelled the light but feel they still owe me months credit ( $) for no light

[A default letter is provided here which indicates your acceptance
of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

RE: *** *** I have had the opportunity to review an email correspondence that was sent to Ms*** on 11/25/The email was provided by our customer and confirms that she was informed by a Duke Energy representative that her balance from her previous address was “paid in
full”. I apologize for the confusionThis debt was not paid in full and was reported to a collection agencyHowever; I have confirmed with our Duke Energy Agency Representative that this debt was not reported to any of the credit bureausOur representative mistakenly informed our customer that her balance had been paid in full when in actuality the balance was not paid fullBecause we honor our commitment the $70.51 debt has been cancelledWe have also notified the collection agency that the balance will be cancelledOur records show the electric service was transferred into her name at her new residence on 8/24/and the gas is scheduled to be transferred into her name on 8/31/I have left a message for Ms*** to contact meI would like the opportunity to apologize and provide this updatePlease let me know if you need any additional information AJ*** Duke Energy Consumer Affairs Specialist ###-###-####

Unfortunately almost all customers have seen an increase in usage this winterCustomers’ heating demand was up 206% in Decfrom Novand overall residential usage was up 61%We can not say for sure what is using the power in a customer’s home, but we did verify he meter reading and tested the meterThe usage was usedWe did read the customer’s meter again on 2/2/and the current month’s bill was $I have submitted an order to have someone go out and replace the lock on the meter

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I missed a call from Duke and specifically asked, based on my schedule, that a detailed message be left on my voice mail. Those directions can't even be followed. I plan to switch suppliers for gas and electricI realize Duke will bill me but of course their answer is system generatedThe large companies continue to monopolize the business and don't listen to the customers.
I'm done with Duke
*** ***

Duke Energy has a policy that requires a security deposit from customers if services are subject to disconnectionThe *** *** Drive address was subject to disconnection times in the months prior to the $security deposit being charged on May 6,
When the customer contacted Duke Energy to request service at the current address, it was explained that a security deposit for the new account would also be charged of $due to the previous payment history at *** *** Drive
Your charges for electric service are reasonable and just as required by I.C8-1-2-and have been approved by the Indiana Utility Regulatory Commission (“IURC”)
Duke Energy is authorized to charge a security deposit as allowed by the IURC in its approved Tariff and the Indiana Administrative Code, IAC 4-1-
As the customer is aware, Duke Energy agreed to remove $of the current security deposit, leaving $as a paid security deposit on the accountThe payment history of the previously closed account justifies having a paid security deposit on file
Duke Energy will credit your paid deposit, plus any interest earned, to your bill upon satisfactory payments for a period of either consecutive months or any out of consecutive monthsThis is provided that there are no late payments for any two consecutive months
If you choose to discontinue your service before the deposit has been credited, it will be applied to your final billAny remaining credits would be sent as a refund check or will be transferred to another active account in your name if possible
If the customer is requesting Duke Energy to test the electric meter at the current address, please contact our Customer Service Department at ###-###-#### to request an appointmentDuke Energy can make arrangements with the customer if he would like to be present for the meter test with one of our techniciansMeter tests are performed Monday through Friday between the hours of am and pmOne our technicians can provide a more detailed timeframe once the appointment is scheduled with the customer
In response to the statement that the information provided on the return of the security deposit at *** *** Drive, the information that was provided on the final bill generated on October 6, is accurateThe billing statement advises the security deposit plus interest was applied to the final balance, resulting in a final balance of $51.01, which was paid in full by the customer on October 25, Interest for security deposits will not be listed on every single bill, only the total accrued interest will appear on the billing statement that shows the security deposit applied to the account
The paid security deposit of $will not be removed until satisfactory payments for a period of either consecutive months or any out of consecutive monthsThis is provided that there are no late payments for any two consecutive months
If you choose to discontinue your service before the deposit has been credited, it will be applied to your final billAny remaining credits would be sent as a refund check or will be transferred to another active account in your name if possible
No remote equipment is used to read the electric meterThe meter is read by a meter reader and the read obtained from the meter is entered by Duke Energy’s billing system to calculate the charges for the current billFor the current bill generated on December 2, 2015, the previous reading obtained on October 28, was *** and the present reading obtained on December 1, was The difference between those readings is 1,kilowatt hours, which is what was billedThe bill is calculated using the base rate and ridersRiders are additional surcharges or credits that allow for the collection or return of money to customers for certain costs not reflected in a base rateApproval of the riders are obtained by the Indiana Utility Regulatory Commission (IURC)

They messed up our billing and told us not to pay until everything was fixed and it would all be whipped till they got it rightThen sent $bill
My girlfriend and I moved into an apartment months agoWe got our power turned on and everything then when we got the bill everything was messed up with our landlords name and her name all over everything when that's not how we set it upThey told us not to pay for it until they got the billing fixed and everything would be whipped clean until they got it all fixedThen hit us with a $bill for not payingWe tried calling them and telling them that they said for us not to pay until they got everything fixed then accused us of saying we said we didn't have to pay for their servicesCustomer service is super rudeDuke is just an overall awful companyI'd rather live with no power than live under a monopoly like this

We have attempted to call customer different occasions at *** with no responseWe are closing complaint due to no response

RE: Duke Energy *** *** At Duke Energy we value our customers and encourage their feedbackI respect Ms*** decisions to reject our explanation of the account balance on her billHowever; I have thoroughly researched the account and provided responses to the Revdex.com on behalf of Ms***I can find no opportunity to adjust the billingThe billing is accurate. Please let me know if you need any additional informationMy contact information is listed below. ** ***Duke Energy Consumer Affairs Specialist513-***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I paid $for my Janbill which was a accurate bill then Feb bill was how could my bill quadruple in a months timeHow can a meter be read in Feb from Nov and Dec of I state that we hadn't had bad weather at that time and because my bills were too low for their sake they went back years and just estimated what they thought my bills should have been which and said I'm to pay and it just puzzles me how they say my meter was misread months in a row and again there's no way I used worth of electric in a months time and it just me
Regards,
*** ***

Duke Energy reviewed the customer’s concerns and found that due to unforeseen error, when the Power Manager device was installed in September 2016, the customer’s account was inadvertently left off the enrollment report, which allows the customer to receive the enrollment credit.Duke Energy
apologizes for the inconvenience and the customer has been contacted by phone. We will issuing a gift card in the amount of $to the customer, which we will meet her in person on May 5, and provide her the gift card. The customer also advised that she has decided to stay with the Power Manager program.Duke Energy’s goal is to build a genuine connection with all of our customers and we failed here. We appreciate the customer bringing this to our attention so that feedback can be provided to prevent this in the future

Revdex.com:Since there is a recording of the phone calls they need to be listened toWhen I spoke to the representative she said that the meters weren't always read, that since they have so many to read that estimates will be done based on the previous years weather and your my usage the previous yearEvery time I speak to a representative it's back and forth, I can't ever get an actual explanationI have requested to be made aware when my meter will be read and was told that wasn't possibleIf its possible for the service man to contact me why have I never been made aware of this? I've made several complaints for months that my meter isn't being read, I've waited by the meter for hours on end and they Do NOT show up!! You would think a business wanting to keep their customers would be more concerned and try harder to fix the problemI've had the same complaint since July of This is an ongoing problem and I'm not going to keep being overcharged and lied to
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***

As a long-time customer relocated from Florida to North Carolina, I setup a new account in May of In August of 2017, I stared getting emails, texts and calls saying that my bill was past due (in the amount of $188.33) and that my service would be shut offAt the same time, I was also receiving a separate billing email with the account number that I recognized, and would always pay these on time or earlyUpon further investigation and after calling to speak with a Duke Energy rep, I learned that the person who setup my account in May had also setup another account under my name, but with a different address (that I didn't/don't recognize; ***) and different account numberI never requested nor authorized the additional account and have no idea where the additional address came from...I only have one homeThe account was marked as past due and when I complained, the person on the phone said the best they could do was to have the accounts team removed t