Duke Energy

RE: Brad [redacted]
Our records show on 4/18/14 Mr. [redacted] called to request a disconnection of service at his previous address on Rosebud. A final bill generated on 4/30/15. The final bill balance due was $631.42.On 5/12/14 he called about a Security Deposit and was informed there had never been a deposit in the system for this account. He was advised to provide a deposit receipt as proof that he paid a deposit and we would credit the account. By May of 2015 Mr. [redacted] was adamant that Duke Energy has "stole a $500.00 security deposit from him. On 5/16/14 Mr. [redacted] agreed to enter into a payment plan agreement for the $631.42 balance on his account . He was unable to maintain the payment plan causing the plan to default. The balance was turned over to a collection agency. It looks like the mailing address that was provided by Mr. [redacted] in May 2014 was incorrect. I am unable to monitor calls that old and cannot confirm if the address information that was provided was inaccurate or if our representative entered the address incorrectly. I am working to confirm if this past due balance has been reported to the credit bureau. If so I will work to get it removed. I spoke to Mr. [redacted] earlier this month regarding the balance on the account. I also offered another opportunity to enroll in a payment arrangement. He said he would have his wife contact me for to discuss the account. When I did not hear from her I called and left a message for a return call. There had been no response. I also spoke to Mr. [redacted] today. He says his wife has questions about the account. I've confirmed he has my direct phone number and look forward to addressing any questions Mrs. [redacted] has about the account.
Please let me know if you need any additional information.

Duke Energy would like to apologize for the inconvenience. We sent a crew back out to the customer's address and had the debris cleaned up.

RE: [redacted] This  all- electric 1,632 square foot property was transferred into the customer’s name on 1/29/16. Our records indicate between the meter reading dates of 11/18/16 – 12/21/16 Ms.  [redacted] was billed for  4,788 kwhs. The  all – electric 1,612 square foot...

 property located next door at [redacted]. had usage similar to Ms. [redacted]s. The neighbor was billed for 4,754 kwh at the 12/21/16 meter reading. The all- electric property at [redacted]. is a smaller property at 1,112 square foot. The usage totaled 1,556 at the 12/21/16 meter reading.  I also located a 1,632 square footage property at [redacted]. The square footage is similar to Ms. [redacted]s’  property however the usage at 2,171 kwh  at the 12/21/16 meter reading was much lower that hers. All these residential properties are equipped with AMI meters. The daily meter  readings for each account are  being transmitted successfully. A re-read was conducted on 12/28/16 for Ms. [redacted].  The read was in line with the previous read taken on 12/21/16. A switched meter investigation conducted on 1/10/17 confirmed that the meters are not switched. I explained to the customer, if she feels she is supplying service to another area that she is not responsible for  there may be an electrical issue. A certified electrician could trace the wires for confirmation.   The Smart meter allows me to review daily usage. There are significant increases in daily usage as well as decreases in daily usage in particularly around Thanksgiving and Christmas. This may be an indication that the customer might have been away for the holidays.  The next meter reading date is scheduled for 1/24/17. According to the daily usage and meter readings she had  used 2,594 by 1/9/17.   I’ve discussed the account with Ms. [redacted]. I’ve informed her because she has a Smart Meter she can check her daily usage as a way to manage her account.  She is aware the meter is scheduled to be tested  and I plan to provide the results of the meter test as soon as the information becomes available. I have also offered a payment arrangement. She has declined the payment arrangement at this time.  Please notify me if I can be of further assistance. My contact information is listed below A J[redacted]Consumer Affairs SpecialistDuke Energy[redacted]

RE: [redacted]   On 9/16/16 a bill generated at the customer’s previous address. The account balance at that time was $368.97. The bill included a disconnection notice in the amount of $199.65 for the past due amount. On 9/21/16 Duke Energy received an On Line Service request for new gas...

and electric service at the customer’s current address. Duke Energy is unable to provide new service when the customer has an outstanding account balance. The customer was required to pay the past due balance of $199.65 prior to obtaining new service. As a courtesy on 9/23/16 a decision was made to allow the customer to pay $100.00 for new service. The Appointment Scheduler tool allows a specific amount of orders to be scheduled, and has built in logic to ensure our field partners are able to meet those appointments. We did not receive a payment for the past due amount at the previous address until Friday 9/23/16. We do not schedule weekend appointments unless there are extenuating circumstances. The service restoration order was scheduled for 9/26/16. Gas and electric combination accounts with an electric and gas meter that are sealed require two technicians to perform the work. The electric service must be turned on first due to the electric blower forcing gas through some appliances for safety testing. The gas and electric service at the current address had been turned off at the pole and street. There was a delay in securing a bucket truck to restore the electric service at the pole due to electrical outages in the area on 9/26/16. Electrical outages are prioritized by safety standards. A crew arrived on 9/27/16 to restore the electric service. We found the electric meter was missing. A new electric meter was installed prior to the electric service being restored. The gas service was also turned on at the curb on 9/27/16. Our goal is to provide excellent customer service; unfortunately sometimes extenuating circumstances may cause a delay in providing service. [redacted] Claims Management Services ([redacted]) handles liability claims, or claims against Duke Energy for injury or damage to customer or their property.  [redacted] is responsible for generating claims on behalf of Duke Energy customers and handling all follow-up inquiries within five (5) days. Their contact number is ###-###-####, ext. [redacted]. Please let me know if you need any additional information. My contact number is listed below: A. J. Duke Energy Consumer Affairs ###-###-####

Revdex.com:The response is inaccurate and misleading.  The 2 units were not turned off.  There was no problem with the furnaces.  The problem was with the second floor gas line pipe only and in the joints far from the flexible gas line.  Last week I had another Duke person out to talk about eliminating one meter since this is being used as a one family.  He apologized for what was done and plans to get back to me regarding this expense.  The flexible lines were within code when installed in 2004.  There were no gas leaks or wear making them dangerous.  Only the second floor gas was turned off because the only danger was the pipe above where there were 3 tiny leaks which required the gas be turned off.  Again, if I am expected to replace something every other homeowner who had a furnace replaced before the code was changed then why not require an inspection in every residence?  This is arbitrary and unfair.  Again-no leak was found in either flexible gas line - it was not dangerous.  The only gas detected was far from the flexible hoses and only 1 gas service was turned off.  The rationale for requiring I spend 400 dollars was not based on any leak and was simply because it was not currently in code.  There was no danger and if it is so dangerous in Dukes opinion then Why are they not inspecting every furnace ?  This is arbitrary, unfair and unreasonable.   
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]

As stated in the earlier response,  the customer may provide a letter of credit from a previous utility if he would like.   Duke Energy does not receive any information regarding a customer's credit score or credit history background.  Once the soft credit check is performed,  [redacted] provides an answer to Duke Energy on whether a security deposit is required or not.   The customer could also provide a copy of his credit report and rental agreement or deed to the home if a letter of credit is not available.

The information that duke energy have provide is incorrect, here are the copies of the statements  from [redacted] and collection agency and balance show the it a five dollar different and the payment of 248.30 was paid to duke on May 27 so that will prove that no balance is  required for [redacted].

I reject only to where's my bill is not a 0 balance I should be completely caught up on the whole bill without agreement arrangement my statement online reads 0 balance

[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. I just don't see why it took so long.  I got the check.............finally...........after having to call repeatedly for four months.
[redacted]

Duke Energy has blocked the customer’s card from being used through our payment system. We have contacted the customer and advised him to contact his credit card company or bank to report the unauthorized payment and initiate the refund.

[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.
I had a previous complaint against Duke Energy where they had transferred a bill into my account. The previous complaint was resolved and the amount of $39.80 was removed off of my bill. I received my bill for December and the amount has been transferred back to my account. This is ridiculous. This transferred amount is not mine and I don't understand why it is getting transferred back to my account.Desired Resolution: Billing AdjustmentBilling AdjustmentDesired Outcome: I want this charge permanently removed from my account. I want this rental property to be removed from my name and account. This is NOT my property. I want documents to show that this property has been removed from my name. I want the amount to be removed. I want to see the documents that show this information. I want my account to be documented that this property is not mine and I want to have a letter sent to my address that shows this has been completed and the money removed from my account. I also want my account to be noted that changes or additions cannot be made unless they are in writing and that they have my signature for the changes or additions.
Regards,
[redacted]

Duke Energy has contacted the customer and advised that we
have submitted a withdrawal request to have the debt removed from his credit
report.

We apologize for the inconvenience. The customer was enrolled in our auto pay. Anytime a payment is made or scheduled, the payment is pending with the bank the day before the payment actually posts. Unfortunately, when a payment is due on a Monday, the payment does go pending on Friday. The customer...

has since cancelled her enrollment with auto pay, so she will now have to schedule her payments monthly.

Duke Energy reviewed the account and spoke with the customer. As a courtesy, the security deposit of $285.00 has been waived. If in the future, the account is in arrears or disconnected for non-payment, another security deposit could be charged at that time. Duke Energy apologizes that a...

supervisor failed to follow back up with the customer when he requested. It is Duke Energy's goal to respond quickly to any concerns of a customer and we strive to make that a better experience in the future.

Duke Energy has reviewed the usage for the customer's account.  Both meters have been read each month and the last reading on February 14, 2017 showed usage of  1,141 kilowatt hours for 29 days of service, along with 112 cubic feet of gas usage for the same 29 days. ...

The electric usage is higher than the previous year, but the gas usage is consistent with the previous year.  Voicemails were left for the customer to contact Duke Energy,  however we were unable to speak with this customer. The next scheduled meter read date is March 15, 2017.  The customer is welcome to call Duke Energy directly by dialing ###-###-#### to speak with a representative who can review and discuss the account with the customer.

We have attempted to contact him and there has been no response. Could you have the customer contact me directly at [redacted]. Thank you.

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: Duke Energy overcharged me and sent a check in my Mother's name [redacted] to my address. The amount was for $715.00. I contacted to tell them my Mother is deceased and it's my account now and to reissue a check in my name. This happened in September and I had to call and call for months for them to mail me an affidavit that I had to get notarized and send back to them with the original check in order for them to issue me a new check in my name. They finally sent me my affidavit after having to makes phone calls for months and I received it on 12/10/16. I had the affidavit notarized and sent it back to Duke by registered return receipt mail. I received my confirmation of receipt by Duke on 12/27/16. My problem is that they still will not mail me my check. What will it take?TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: I want Duke Energy to simply drop the check that is due me in the mail. Should I have to jump through all of these hoops and make all of these phone calls to make this happen? I don't think so.
Regards,
[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]

[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.  As long as Duke Energy provides the 20% discount mentioned above.
Regards,
[redacted]