Duke Energy

Worst company to deal with. Disrespectful. If you have an alternative for power service, don't go with Duke. they will disconnect the service after 7 days of the bill been due!, not even when the next bill is due! they do that to collect the $40 reconnection fee. If you have to have their service, paying on time is the best way not to let them STEAL your money!

They have wasted my time. They have also added to my bill 28 and some change which should go on next step months bill. Also the lady that I talked to said that there hasn't been increase on the charge of gas and there has been. Duke has lied to me and gave me the run around and still continue to. If they wish not to resolve this issue then I will contact the attorney general and we can go from there. All I'm asking is for you all to own up for your alls mistakes and issue me a credit. I should not have to suffer for your all not being able to.follow instructions and waste my time calling in every month. Your guy sated a pad lock on the gate. There was no pad lock and never has been.

Duke Energy has a policy that requires a security deposit from customers if services are subject to disconnection.  This particular account has been subject to disconnection 6 times in the past 12 months.  The payment history of the account justifies having a paid security deposit on file....

Your charges for electric service are reasonable and just as required by I.C. 8-1-2-4 and have been approved by the Indiana Utility Regulatory Commission (“IURC”).  Furthermore, Duke Energy is authorized to charge a security deposit as allowed by the IURC in its approved Tariff and the Indiana Administrative Code, 170 IAC 4-1-15(e) (copy attached). Duke Energy will not be waiving or reducing the security deposit. The total account balance of $549.89 was due March 9th, 2017, however we agreed to set up a payment agreement. To prevent future disconnect notices, the account balance must be paid in full by the due date each month.  We will credit your paid deposit, plus any interest earned, to your bill upon satisfactory payments for a period of either nine consecutive months or any nine out of twelve consecutive months. This 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 bill.  Any remaining credits would be sent as a refund check or will be transferred to another active account in your name if possible.

Re: [redacted]Duke Energy's Budget Billing Program offers 2 Budget Billing plan types. Annual Plan Computes12 months usage and divides by 11 Reviews in months 6 and 12 Prints bill message in month 6 with new BBP amount  Cus[redacted]er must call to change BBP for month 7 *Quarterly...

Plan Computes 12 months usage and divides by 12 Reviews in months 3, 6, 9, and 12 Prints bill message informing cus[redacted]er of new amount if variance This plan has no balancing out month Mr. [redacted] was enrolled in the Quarterly Budget Billing plan at the previous address on [redacted] Way... This plan has no balancing out month. I have attached a copy of the bill document that generated in June 2017. The bill includes information regarding the quarterly review. This information can be found on the 1st page of the bill. The Budget Billing Plan enrollment notification and total account balance is printed on each monthly bill. The information includes what type of Budget Billing plan the cus[redacted]er is enrolled in. The bill I have attached includes this specific information on page 3 as well as the total account balance of $1,408.15. The total account balance can differentiate based on the quarterly adjustments. For example the total account balance at the June 2016 Quarterly review was $521.03. I have attached a copy of the bill for your review.The Quarterly Budget Billing plan was designed to avoid sharp increases in the monthly amount to pay. The quarterly review enables the cus[redacted]er to adjust to gradual increases or decreases on a quarterly basis which can be easier to maintain on a budget.The cus[redacted]er notified the company he needed to transfer service. The transfer effectively ended the Budget Billing enrollment and closed the account at the previous address. As a result a final bill generated on 9/12/17 for the total account balance of $1,410.12. A review of the new account indicates the cus[redacted]er has chosen to enroll in Duke Energy’s CAB (Combination Agreement and Budget Billing Program). This payment plan option allows the cus[redacted]er to pay a monthly installment towards the total account balance in addition to a monthly Quarterly Budget Billing installment. I have left a message for Mr. [redacted] to contact me. I would like the opportunity to address any additional questions or concerns he may have. Please let me know if you need any additional information.A J[redacted]Consumer Affairs SpecialistDuke Energy[redacted]

Good Afternoon,
I spoke with Ms. [redacted] on 4/19/16. At that time she informed me she had only received 1 letter marked "final notice" making her aware we needed access to her inside gas meter in order to perform a federally mandated inspection of her gas piping. Our records indicate that multiple letters were sent and that phone calls were made in an effort to contact her. I have apologized to Ms. [redacted] for this inconvenience. I have also forwarded her information regarding not receiving the correspondence and phone calls to Duke Energy's Preventability Team for further investigation. They will validate that the letters were generated and sent and that the phone call messages were left.
I have spoken to Ms. [redacted] this afternoon and assured her I will follow up with her with the results of the investigation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have been speaking with an Alicia with Duke Energy and have attached a statement from her. This problem has not  been resolved ,I have a problem with Duke stating that it was due to the weather and that is the reason that my bill has increased this much. We keep our furnace on 68 and have 2 fireplaces their is no legitimate reason that I can find  nor that Duke can find on  why my bill would have significantly increased like this, Duke can give no valid reason and I am requesting that this be taken care of and my bills be adjusted accordingly. Thank you  (copy of invoices are attached)
Regards,
[redacted]

RE: [redacted]        Duke Energy Account   I respect Ms. [redacted] decision to reject the detailed explanations I have provided regarding the inaccurate meter readings that were used for billing purposes at the November 2015 and December 2015 meter readings.  Those meter readings were too low. The meter reading taken in January was accurate. Duke Energy is no longer associated with the Contracted Meter Reading company that read our meters to low. The meter reading taken in January trued up the lower usage that generated from the bad meter readings in November and January. The result was a high bill in the amount of $489.97 that was due by 2/19/16. On 2/12/16 I enrolled the account balance of $489.97 into a modified 10 month payment plan. Typically our payments plans for Indiana account holders are limited to 3 months. On 4/11/16 I referred Ms. [redacted] to the Clark County CAA for assistance. Because she was income eligible she has been able to secure $425.00 in pledges. All the pledges have posted to her account. The bill due 5/17/16 in the amount of $143.03 has been paid in full. An Energy Assistance payment of $150.00 posted to the account 5/2/16. A new bill will generate after the 5/23/16 meter reading. The new bill will be due in June. Please let me know if I can be of any further assistance. My contact information is listed below.   [redacted] Duke Energy Consumer Affairs Specialist [redacted]

Duke Energy has sent our tree trimming contractor out to see
what needs to be done. We could not find any instability with the tree that was
trimmed on the customer’s property. The contractor noted that no one was home
at the time and left his card with his contact information for the customer to...

contact
him to discuss.

Duke Energy has reviewed the customer’s account and found that the meter reads have not been estimated since the customer began service in June 2015.  The electric meter has been read each month and on separate occasions, Duke Energy has completed special reads for the customer in August and...

September 2015 as well as February 2016.  The customer currently owes $818.17 that was due April 26, 2016.  The last payment received on the account was $350.00 on February 9, 2016.   The customer has only been charged one security deposit of $170.00 in June 2015, not two security deposits as the customer states.  The customer is requesting the previous bill be waived.  Duke Energy will not be waiving any bill on the account, due to no error has occurred with the bill.   If Duke Energy was not reading the meter each month,  the billing statement would reflect the meter read as an estimate.   There may be some instances where the meter is not read on the specific date listed, however Duke Energy makes every attempt to read the meter within a day of the scheduled meter read date.  A list of the future scheduled meter read dates for this property are below:     Future Read Dates 6/1/2016 6/30/2016 8/1/2016 8/30/2016 9/29/2016 10/28/2016 11/30/2016 1/3/2017 2/1/2017 3/2/2017 3/31/2017 5/2/2017 6/1/2017 6/30/2017 8/1/2017

Duke Energy did review the customer’s request for service.
It was determined that the customer did state he did not want the gas service.
A Duke Energy supervisor contacted the customer on 9/17/15 to advise that we
would be removing the gas charges from the bill.
 
We did remove the...

gas charges in the amount of $9.88 which
leave the customer with a bill of $190.22 due 10/1/15. We apologize for the inconvenience.

Revdex.com:
TTry again. You all are rip offs. When I talked to the lady on phone she said u wouldn't use the number I called in on on Feb 3. You all used that that number and charged me extra 28 and some change on my bill. Plus she said you all would be able to pin point the exact reading from the number I gave off the meter. Plus still there is an increase on gas charges that your employee said that the rates are still the same and that was lie. We're getting nowhere here because you all are rip off to customer can't own up to your all problems or being wrong. Think I'll just get ahold of the attorney general.
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]
Regards,
[redacted] I  did  try to get energy assistance  for my mother  for the 2016 -2017  year .I turned in paperwork   for that to the state  ,as I did not get a letter back  meant that  she was not approved  for that year .I made payments  for the electric  bill  that was sent to her home  for that period  of time ,her account should show that I made online payments  for her electric  bill .Had she had energy assistance for that time why would I make payments ? Why would they have issued a check in my mother's name ? Had she been  alive she would have cashed said check   into her bank  account .Why did  I have to fill out multiple  affivdavits ?Why was I told they would reissue it in my name  ?I do not accept  what they  said

I have attached copies of the customer's bills from March 2016 to current. I have also attached an account statement that will show the customer's usage. The customer is re-enrolled in the budget billing program and that will start on the next month’s bill. We do not have a way to retroactive the budget billing.

RE: Duke Energy Account for [redacted]
The service at [redacted] was transferred out of the customer's name on 2/10/16. Prior to the service being transferred out of her name a payment of $180.00 posted on 2/1/15. The payment was made electronically using the Speed Pay electronic...

payment option. On the same date a second $180.00 payment posted to the account. This second payment was made at a Pay Station. The electronic payment was sent back unpaid to the company. The payment was sent back by [redacted]'s bank. The return reason the bank submitted was: NON-TRANS ACCOUNT. This usually means that the account she used for the payment can't be used in that manner, like say if you tried to make an electronic payment and wanted to use your checking account and instead used your savings account.
On 2/5/16 [redacted] applied for a new account at [redacted] The service was transferred into her name on 2/8/16. [redacted] is not required to make a payment of $180.00. That issue was resolved when she made the second payment for $180.00. As a courtesy we have removed the $20.00 returned check fee and we are in the process of enrolling her account back on the [redacted] Program which she was enrolled in at her previous address. I have left a message for [redacted] call me. I would like the opportunity to address any concerns she has with her account.
I f you need any additional information feel free to contact me. My contact information is listed below.
A. Jones
Duke Energy
Consumer Affairs
[redacted]

I had a conversation this AM with Mr. [redacted] that clarified the situation.  Basically when Duke Energy wants to do a rebate program they have to submit a very detailed proposal to the  Public Utilities Commission for approval.  Only units that meet the details of the approved proposal are eligible for the rebate even if the unit in question, such as mine, may be even more energy efficient.  Seems like a 'red tape' problem.  Mr. [redacted] was very friendly and knowledgeable and even went so far as to look up my system and personally agrees with me. He offered to keep checking to see if there was anything he could do, but at present his hands and thus Duke's are tied.  I guess one would have to petition PUCO if we wanted to go further.  So, while I may not like the outcome, I'll say that Duke and Mr. [redacted] have tried and continue to try.I thank Revdex.com for their interest and Mr. [redacted] for his interest and talking at length with me.BarbaraTell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Problem: I was told my electric would be read rather than estimated from October 28th going forward. The electric was estimated again and it was $35 higher than the previous month. I made another complaint to [redacted] I received a letter from Duke stating there may be a meter malfunction and to call. An appointment was scheduled on 11/14/2016 to have the meter checked and read on 11/16/2016. It was not done. I called Duke and spoke with [redacted] who stated that appointment was cancelled by Laura from [redacted] PUCO stated they do not have an employee named [redacted] My apartment manager told me the meter was read on 11/18/2016 when another apartment meter was read by the Duke technician. Today, 11/21/2016, [redacted] stated the meter was not read. [redacted], a supervisor stated the system does not show it was read or it may take several days to show in their system and to check back next week. [redacted] suggested I pay the bill and get an adjustment when the bill is read and not estimated. I explained I could not afford the bill and asked why the estimation was $35 more than the previous month. I was told it was estimated based on the past 12 months. I didn't assume the bill until April. [redacted] suggested I contact United Way to get assistance to pay the bill. I don't agree with my bill being estimated based on the previous tenant's usage. After making a complaint with the Revdex.com, I was told by the Duke representative in October that my bill would be read on 10/28/2016 and going forward . Product_Or_Service: Electric Utility Account_Number: XXXX-XXXX-12-0Desired Outcome: DesiredSettlementID: Billing Adjustment Duke to stop estimating my bill because I am disabled, receiving Social Security and SSI and can't afford the estimated bill. And adjust my bill.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Not being transfer to a supervisor when I ask because of on going problems with billing Dunham Rd I get a on line bill. I notice due date was due around 12 days ahead of schedule. I called and was told not to worry about it that will be corrected. Days went by and not corrected. Then I notice at top had final bill. Plus I got a bill in the mail. I called again and ask for a supervisor. Lady would not transfer me. I told her that my problem has not been corrected like I was told is the reason why I want to talk to a supervisor. I hung up. Now on my other bills I notice that there is a charge on them after the bill's was paid in full. I tired of spending hours on the phone with out much response. I do not want to go with another electric company but if this keeps up I'm not going to have much of a choiceI like for some one to call me to let me know what these charges are for and why is this kind of thing going on. The bill's was paid in full. Dunham Rd why would my electric be switch. Billing needs to ask what name is the bill going out of when switching then they might catch a stupid mistake like what happen. Plus the charges be taken off.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The tampering accusation is not accurate. I paid the disputed charges the same day I received the bill so that cannot be used as an excuse. I have called at least twice a week since May to restore service and all I get are empty promises.
Regards,
[redacted]

Duke Energy would like to apologize for the inconvenience. We had to replace a piece of equipment that collects the reads in the area. This piece of equipment was in a  station and it did take a while for us to be able to identify the issue and then get it replaced. It has since been corrected...

and the customer’s meter readings are being obtained electronically again. The customer’s account has been corrected. The estimates were unfortunately too low. Normally during the winter months, the customer uses between $200- $350, the estimates however were only $80- $140 for several months. The customer currently owes a balance of $860.07 due 2/14/17. The customer is eligible for a payment agreement, if they would like a payment agreement they will need to contact Customer Service at 800-[redacted]. Again we would like to apologize for the inconvenience and we have the problem resolved.

The customer started service at this location 5/5/16. At that time, we were able to get a meter reading from both the gas and electric meters. On 6/1 we were also able to get a read form both meters. Then starting with the 6/30 meter reading, we have not been able to communicate with the electric...

meter to get the readings. We discovered that there is construction going on in this area and it is interfering with our communication. As of 9/20 construction is still very much underway, so we have decided to decertify the meters in this area so that they will go back to a meter reader to get reads every month.   I spoke to the customer to advise her of what is going on. I also asked her if she could get a meter reading and she stated she doesn’t have access to the meters. I advised her that once we are able to get in and read the meters, we would adjust her bills accordingly. I did advise our meter group of the access restrictions and gave them the information to contact the apartments for access. The meter group may have contacted her just to confirm the information I gave them. The next meter reading is scheduled for 10/28, however we did send a technician out on 10/19 and he was able to get a meter reading. We have adjusted the customer’s bill. She currently owes $91.61 due 11/11.   We do not need to change the meter, if she was advised that after I spoke to her then the agent provided incorrect information.