Duke Energy

Duke Energy has reviewed the account and a special read for the gas meter was completed on February 7, 2017. The read obtained on February 7, 2017 was 3501, which is higher than the last read provided on February 3, 2017 of 3486.  Instructions for the meter readers advise to knock on the door...

if a dog is present.  Feedback has been provided to the Meter Reading Department to remind meter readers to follow the instructions provided to avoid any estimated reads in the future.  We apologize; Duke Energy does not provide credit adjustments if a meter reader did not obtain a reading.

Duke Energy has been out to see if we can accommodate the customer’s
request for a shade on the street light. Unfortunately, we cannot place a shade
on the light the customer is requesting because it would cause a void in
lighting the attended area. This light is 2 houses down from the...

customer’s
address. At this time there is nothing we can do to help the light shining on
his yard or house.

Duke Energy has been in contact with the customer regarding his outages. Most recently Duke Energy’s Reliability manager spoke to him on 4/8/16. We have reviewed the customers past outages and explained the causes for each outage. We have also reviewed with him the reasons why some of his neighbors...

could have power and he might not. We have patrolled the area and have made some improvements such as tree trimming in the area to help with the number of outages.

On 4/27/16 a Duke Energy service technician reported that [redacted] stated that he removed the meter that was installed at [redacted] and hooked it up to another Apartment.       On 5/2/16 our technician confirmed the electric meter located at [redacted]...

had been removed.   A meter tampering investigation was initiated.  Duke Energy Service and Installation group refused to provide service until  the metering tampering investigation had been completed.  On 5/6/16 Mr. [redacted] called to apply for service at [redacted]l. He wanted the meter reinstalled.  On 5/12/16 we returned to the premise pulled the meter and inspected the meter base for safety.   On 5/17/16 the customer was billed $174.15 for unauthorized usage of a meter. Please review the breakdown below:   $5.61 kwh usage$48.54 trip fee (for visiting the premise due to meter tampering)$110.00 ( a new meter)$10.00 (lock fee)  The total $174.15 was paid on 6/1/16. Mr. [redacted] has been eligible to apply for service since 6/1/16.  Our records indicate he was given the number to Duke Energy Service and Installation Dept. on 8/2/16 to discuss installing a new meter and restoring the service. The number to Service and Installation is Service Installation: [redacted] Please let me know if you need any additional information. My contact information is listed below. 
[redacted]Consumer Affairs SpecialistDuke Energy[redacted]

We would like to apologize for the inconvenience. I reviewed the account and I see where the final mailing address was provided, however due to a Duke Energy representative error, the final bill was sent to the service address. We have contacted the collection agency and asked that the bill be...

removed from the customer’s credit report due to the mailing address error. We do show that the account has been paid in full. The customer’s credit report will be updated accordingly.

10/9/2015 - per phone call from customer: I am writing to confirm that I will be able to pay the amount $135.00 on Oct. 15, 2015.  Provided there are no late fees, deposits, etc. added to my bill.  I will then make another payment of $106.00 on Oct. 22nd.  I called today to confirm my total amount via the automated system & I was told/confirmed my total is $241.00 due Oct 30.If there is a problem, please call me directly.  PH: ###-###-####I also understand that if this is not resolved I can reopen my complaint.Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Today I received a letter contradicting the response from duke Energy. Please can customer service stop sending me letters demanding 180.00$ and implying adverse action on my account?
Thank You,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

RE: [redacted] IIA meter test was performed on the electric meter on 3/6/16. The meter was found to be defective and the meter was changed. It appears the meter started to go bad at the 12/21/16 meter reading.  The account has been rebilled; however I would like the opportunity...

to discuss the account further with our customer. I have placed a suspend on the account and left a message for the customer to contact me to discuss the account further.A. [redacted], Consumer Affiars Specialis ###-###-####

[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:
After months of calling Duke in reference to complaint ID [redacted], it finally took a complaint to the Revdex.com, PUCO and an attorney for Duke to add the meter.  Horrible customer service.  
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]

A Duke Energy Project Manager met with Ms. [redacted] on 11/19/15 to discuss her concern reg[redacted]ing damage to a frost free water faucet at her residence. After an inspection of the faucet a decision was made to replace the faucet. Our representative has apologized to Ms. [redacted] for her inconvenience. He has...

made arrangements to follow up with her after the faucet has been replaced to confirm she is satisfied with the replacement.
If you need any additional information please let me know. My contact information is listed below.
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Duke Energy is authorized to charge a security deposit as allowed by the [redacted] in its approved Tariff and the Indiana Administrative Code, [redacted](e) (copy attached).   We ask that the customer provide a letter of credit from a previous utility to possibly waive the security deposit.  The letter of credit may be faxed to ###-###-####.   The customer can also provide a copy of his credit report and rental agreement or deed to the home if a letter of credit is not available.     Again,  Duke Energy does not receive any personal credit history regarding a customer when the soft credit check is completed.   We do not see a credit score or any history, so it is difficult to say why [redacted] would be advising that a security deposit is required.    Duke Energy will credit the 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]
On 9/16/14 our representative transferred both the gas and electric service into Ms. [redacted] name at a rental property. She later notified the company she did not request the gas service at that time. As a result those charges totaling $41.55 and the gas service were cancelled....

The electric service remained on in her name. The gas service was later transferred into her name per her request on 12/4/14. When the gas service was transferred back into her name our billing system inadvertently back billed the account from the original date the gas service was transferred into her name on 9/16/14. A tenant moved into the property on 12/8/14 and a final bill generated for the owner Mrs. [redacted]. The final bill was transferred to another rental property. The transferred final bill included gas charges that were rebilled in error. We have cancelled the gas charges that were transferred in error and the billing has been corrected. I spoke to Mrs. [redacted] this afternoon and apologized for the discrepancies. She confirmed that she was aware the corrections have been made on the account and is satisfied with the resolution.
Please let me know if there are any additional questions. My contact information is listed below.
[redacted] Consumer Affairs
Duke Energy
###-###-####

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 reason for rejection is because until just now they never gave an appropriate explanation of statement of credit.  In addition to this, the company in question still refuses to explain the credit check given and the factors that prompted a deposit to be made.  As a result, I feel they owe me an apology for refusing to give me and explanation and their insistence on vagueness.  If they want a statement of credit give me an appropriate way to send it. (A Fax number is not one of those so if they send one, I will consider it an act of professional belligerence.)
Regards,
[redacted]

Date Sent: 3/10/2017 9:10:15 AMDuke Energy spoke with the customer and explained that the account has been flagged and is password protected.  If someone other than the customer calls regarding the account, they would be required to provide the password.  The customer was grateful that someone contacted her and stated she is in the process of working with an attorney regarding this matter.  Duke Energy advised the customer that if she has other concerns to contact the company again.  This matter is closed at this time.

RE: Sondra & Ron R[redacted]
Our records show on 6/26/15 a crew was dispatched to Mr. R[redacted] home in response to a notification of a defective meter base. Our service person inspected the meter base and reported that the conduit has sunken & as a result the meter base had been pulled away...

from home. The customer was referred to an electrician to make repairs.
Based on the Revdex.com report our customer is in disagreement with the service person's findings and alleges Duke Energy has caused damage to his property.
[redacted] Services is responsible for generating claims on behalf of Duke Energy customers and handling all follow-up inquiries within five days. Customers requesting to file a claim should contact [redacted]. Their contact number is [redacted]).
If you need any additional information my contact information is listed below.
A. [redacted]

RE: [redacted]I spoke to Mr. [redacted] this afternoon regarding his account. I explained that our reps are encouraged to avoid supervisor call backs and take the opportunity in real time to work to resolve the issue the customer is concerned with. Often there is a wait associated with being transferred to a supervisor. Other times the rep may need to take a " call back" in order to manage the volume of supervisor calls. I also explained to him that anytime he receives a late charge on an account that has been electronically paid via Duke Energy EBILL program, the late charge will be cancelled if it was a result of a late posting.  Mr. [redacted] seems satisfied with our discussion regarding his account. If there are any additional questions feel free to contact me and the contact information listed below.A. [redacted], Consumer Affairs, Duke Energy , 513-[redacted]

Upon review of the account, the service was disconnected on November 21, 2016 for the previous customer.  Duke Energy had not received any request for service until the customer contacted us on November 21, 2016 stating they were now living at the property and needed service.  Due to the...

holiday, Duke Energy’s schedule is overbooked with service order requests, which is why the order for service is scheduled for Monday, November 28, 2016.  Duke Energy does require at least 24 hours’ notice from a customer in order to schedule service and we cannot always guarantee that a specific date the customer is requesting is available.  Duke Energy apologizes, but we are unable to reschedule the order for any earlier date than November 28, 2016.

Duke Energy's contractor contacted the customer and advised that the claim was approved and a check was mailed to this customer the week of July 19, 2016.  Duke Energy apologizes for any inconvenience this has caused.