Duke Energy

RE: [redacted]   Our records indicate the meter has been read incorrectly. The results of a special meter reading taken on 9/1/16 shows the reading was lower than 2 of the previous meter readings.  The meter is scheduled to be read today.  The meter reading information will...

be available for review on 9/22/16. Once the results of the meter reading taken today are available for review I will be able to make a decision on how to address the request to reimburse for expenses the customer incurred regarding the utility service. I have left a message. I am looking forward to discussing the account with Mr. [redacted]. Please let me know if I can be of further assistance. My contact information is listed below.   A.J[redacted] Duke Energy Consumer Affairs Specialist ###-###-####

We apologize for the inconvenience. Unfortunately there is
no way to guarantee that a customer may not call in and provide us with the
wrong address to start service, which is what happened in this case. We cannot
deny anyone service, if they call in and want to take responsibility for...

the
billing. The account was taken out of the customer’s name, but once we were
made aware of the error, we reinstated the account to the correct tenant. All billing
and payment history is still on the account. 
The customer has enrolled in our Ebill service and can view all her
billing and payment history. We apologize again for the inconvenience this has
caused.

Just wanted to let you know the problem has been solved, and thank you so much. 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]

RE[redacted]
I have researched the outage incident that our customer experienced. It appears the cause of the outage was unforeseen. It was initially difficult to detect the cause of the outage. Below is a report of the incident provided by Duke Energy's Reliability Team.
At 15:46 there was...

a circuit outage that occurred affecting approximately 3879 customers. There were no electronic information at our disposal that gave an indication of the location of the problem, so first responders were sent out to patrol the circuits. Several attempts were made to restore the circuits that were involved. Each attempt resulted in not isolating the problem until around 20:46. Once the problem was determined (a broken wire wrapped around itself), the defective circuit, substation and the cause was isolated in order to restore all customers.
I have spoken with [redacted] and made him aware this incident was not an act of negligence on Duke Energy's part. Duke Energy did not cause the outage and is unable to pay a claim.
If you need any additional information please let me know. My contact information is listed below.
A. J. Consumer Affairs Specialist
Duke Energy
###-###-####
_______

RE: [redacted]        Periodic Gas Meter Change    The Utility Commission requires that Duke Energy change Kentucky gas meters periodically.Our records indicate a KY periodic meter change postcard was mailed to the premise on 4/26/16. The post...

card notification included a request to contact the company to schedule a gas meter change. There was no response to the post card. There was also no response to a letter mailed to the premise on 8/5/16 informing the customer the service was subject for a non-compliance disconnection. I have spoken with Mr. [redacted] and he stated that he did not receive this mailed correspondence.The gas was disconnected at the curb on Friday 10/14/16. Mr. [redacted] called after hours that same date to schedule the appointment for the gas meter change. The meter change was scheduled and performed on 10/17/16, the following Monday.During the course of our conversation Mr. [redacted] informed me our representative provided an incorrect phone number for him to schedule the meter change He also stated he was under the impression that his gas service would be restored that weekend. He stated the postcard that was left at his door after the service was disconnected did not include an area code. I plan to monitor the phone calls he made from his phone number in order to identify potential coaching opportunities for our representative. Mr. [redacted] feels he should be compensated for the inconvenience he experienced as a result of having his gas service disconnected on a Friday. I have provided the number to [redacted], Duke Energy’s claims administrator as well as offered my apologies. Please let me know if you need any additional information. My contact information is listed below. [redacted]Duke EnergyConsumer Affairs Specialist[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.
I’m reaching out, as my complaint has been closed due to not receiving a response back from me. Essentially, when the company, Duke Energy, responded, they indicated that they would be correcting the issue, and sending me an updated bill in a few days. However, they did not, and the time for me to mark this issue resolved or unresolved has lapsed. I was told to email the updates below to you directly, and am asking for you to please update my complaint with the below, and reopen, if possible, as I would like a response from Duke Energy.I received a “Final Bill” today (I moved out of Ohio on February 10th, and my service was cancelled as of the 10th). This bill is also for estimated charges, and therefore according to their policy cannot be considered a final bill, as they are required to bill for actual charges. My first ask that Duke Energy said they would provide of having an actual bill has not been fulfilled.Upon calling Duke Energy today, and being treated rudely, once again, by a Tier//Level 1 Customer Representative, I had to ask to speak with a manager multiple times. Upon speaking with a manager, I was informed that the initial request for a “Special Reading” in January, which the Customer Representative insisted was the correct policy, was in fact not the correct action to take, and has resulted in further delays to fixing the meter and my account. It has been noted that they are to schedule a replacement of my meter as it is faulty; however, that request did not go in until February 7th, 2017. This is a full month after the start of my initial requests to Duke Energy, and two weeks after my complain through the Revdex.com.The Customer Service Manager, [redacted], stated that she would try to escalate the repair, but could not cancel the erroneous bill issued on the 15th until the meter was replaced and a final bill for actual charges was issued. I have now been billed twice in the month of February, once on the 2nd and once on the 15th. And will receive a third bill at some unknown time in the future for the actual charges.This is an unacceptable why to conduct business. Duke Energy needs to update it procedures to include a process for the Billing Department to notify the Service Department of estimated bills, especially when they span numerous months, and be proactive in their Customer Service response to these issues.I have asked for a credit due to the hassle and aggravation this matter has caused, and was told that the company does not offer any sort of renumeration due to inconvenience. I then asked for a letter of apology, which would require that the company acknowledge that this matter is the fault of the company through broken equipment, mismanagement of resolving the issue, and negligence on the part of the service technicians who did not follow the instructions to gain access to the meter when the initial and secondary complaints were filed. I was told by the Customer Service Manager today that she would look into if this can be done.Thank you for your time.Kind regards,[redacted]
Regards,
[redacted]

RE: Duke Energy
[redacted]
We do sincerely apologize for the outage that you experienced at your residence and the confusion we caused you by incorrectly estimated the outage restoration times. We would like to explain some of our hurdles during high volume storm situations...

that may assist in explaining how these estimations may be incorrect at times.
On the evening of 7/18 and again on the evening of 7/19 we had a series of storms that impacted the Ohio and Kentucky Service Territory. These storms caused a significant number of customer outages. On 7/19 at approximately 2 a.m. we peaked at 8,300 customer outages. We worked to restore the majority of these outages before then climbing back to 5,100 customer outages at 6 p.m. on 7/19. We had numerous crews that had previously been sent to Indiana for storm restorations from a storm on 7/17 that were rerouted back to Ohio to manage the large number of outages.
Our outage management system is designed to make predictions to the possible outage location. When a single customer calls in, the system uses the call patterns of the customer location to predict to the next device upstream. Think of a tree with many branches. The responding crews first restored power to the higher level device, which is why notification was sent that your power was initially restored. Our system requires a “call back” through the automated response that power has not yet been restored. This will then use the same prediction rules based on the call backs to determine the next device that is still out. Based on what you have reported our IVR system was providing inaccurate information. I have provided this information to Duke Energy's Preventability Team to research and review.
Liability claims against Duke Energy for injury or damage to the customer or their property are handled by [redacted] Management Services. To file a claim please call 1-855-398-2370.
Again, we do apologize for the confusion that you experienced. We want to assure you that we are constantly evaluating our systems and processes to provide the most accurate estimated times of restoral as possible. Our goal is to provide as many points as possible to the customer so that they can make the best possible decisions.

RE: [redacted]
Duke Energy contracted with a company by the name of Accu-Read for meter reading services.During the end of last year the company endured an extensive turnover in their personnel. As a result some of our meters were read late and unfortunately some meters were read...

incorrectly. It appears the customer’s meter was read incorrectly at the 11/21/15 and 12/23/15 meter readings. The meter readings were to low.
The meter was read on time and correctly in January. The 1/26/16 meter reading trued up the actual usage and the customer received a monthly electric bill charge of $489.97. The meter reading the following month on 2/23/16 confirmed the 1/26/16 meter reading was accurate. I've spoken to Ms. [redacted] regarding her account. I've apologized and explained what occurred to cause her high bill in January. The billing reflects the service she actually used. We discussed payment plan options and I enrolled her account balance into a modified payment plan.I also referred her to apply for Energy Assistance from the Clark County CAA. Her current account balance is $559.56. Our records show that on 4/12/16 an Energy Assistance Agency notified our office they are pledging a total of $425.00 towards Ms. [redacted] account. I have left a message for Ms. [redacted] to contact me in order to address any additional questions or concerns she may have about her account.
Please let me know if you need any further information. My contact information is listed below.
[redacted]
Consumer Affairs Specialist
Duke Energy
513-[redacted]

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] I have had the opportunity to speak with Ms. [redacted] regarding her concerns with her account and what she perceives as a miscommunication of what she has agreed to. Private Information laws limit how much information we can share on account holders billing to a 3rd party without...

the account holders consent. This is why we are unable to discuss specific information regarding the previous account holder for the residence We are unable to provided recorded calls to our customers because these calls are a part of Duke Energy Business Practice. However we are able to release our recorded calls if the request is included in a subpoena. Ms. [redacted] is adamant that she did not agree to be backfilled for any amount of time prior to the date the service was actually transferred into her name. I have apologized for any misunderstanding and I have agreed to make a correction on the bill. I have also made arrangements to have her telephone interactions with our representatives monitored for quality assurance. I’ve made arrangements with Ms. [redacted] to contact me on 11/18/16 to confirm the bill has been corrected and address any additional concerns she may have with her account. Please let me know if you have any questions. My contact information is listed below.   [redacted] Duke Energy Consumer Affairs Specialist [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.]I now have been contacted as stated but I ask for my service line to be changed over as my neighbors have due to I have cancer and need my service the best that it can be in this day-in-age.  They say there looking into it but to date nothing has transpired.  I just want a simple request but they drag it out while harassing me with stupid statements that I know why.  I've known why for 41 years and they have not fixed my problem.  They hope I'll go away but If I do not hear back on my situation by 4/15/2016, I will contact my Senitor, Congressman & Governor to get them involved to resolve a veteran soldier complaint how I'm being treated by Duke Energy.  I have heard from a nice man at Duke looking into  my issues by the name of Vern but almost two weeks have past to no avail.  How can you allow them to tell lies when I still have the same issue.
Regards,
[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]

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 business continues to apologize but they have not help me with the requested shield.
Regards,
[redacted]

At this time, we do not need to make a site visit. We are able to get daily reads from the meter, and the usage has been higher due to the colder temperatures. If the customer would like to enroll her account online through the Duke Energy website, she can view her daily usage and see when the usage is being used. Again, we apologize for the missed appointment, but we do not need to make a site visit.

RE: [redacted] Our records indicate a new meter was installed and energized on 8/3/16. The electric service was  subsequently transferred into a tenants name on 8/16/16. I spoke with Mr. [redacted] today and confirmed the electric service is active. He is satisfied that this issue has been resolved.Please let me know if you need any further assistance.  My contact information is listed below. [redacted]Duke Energy, Consumer Affairs Specialist[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.
[redacted]h with [redacted] did inspect tree. Mr. [redacted]h did acknowledge that trimming operations that were performed could have taken more care, as evidenced by the tree trimmings left on the easement, rather than removing them from the site. More care could have been used to take the leaning tree into account prior to trimming. Mr. [redacted]h did attempt to rectify the tree problem with additional trimming that was performed on December 4, 2015. As a direct result of Duke Energy's neglect of this complaint since August, the tree is now dormant. Any negative effects from the trimming will not be visible until the spring/summer of 2016. I reserve all legal rights until that time.
Respectfully,
[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.
I feel the refusal to reverse the security deposit compared to others who have complained to the Revdex.com proves that there has been a racial discrimination against me on this issue.   I am requesting all internal notes on the escalation of the security fee to present to me legal team for a discrimination lawsuit.
Regards,
[redacted]

Duke Energy stands by its decision to disconnect the service for safety. We found a situation that wasn’t acceptable, dangerous even according to the manufactures guidance. Duke Energy will not be reimbursing the customer for the cost of any repairs.

The customer started service at this address in April 2016. The customer did pay a security deposit in the amount of $135.00. The security deposit will be credited back to the customer’s account, with interest, when the Duke Energy account is paid in full by the due date for nine consecutive...

months, or for 10 out of 12 months. If the customer closes the account before that time, the deposit is credited to the final bill, once the service has been disconnected. If there is a credit remaining after being applied to the final bill, the credit will be sent to the customer as a refund check. If there is a balance still owed, the customer will be sent the final bill.

Security deposits are billed based on the last 12 months history at a location. The average monthly bills for this location have been between $100- $108 a month. The security deposit is 1 and 1/3 times the average monthly bill. The deposit amount is correct, there is nothing to be refunded to the customer.