Duke Energy

The customer did not call in to cancel service at their old location. I reviewed the calls: Customer called on 11/3/14 to request service in the new location and specifically said the power has to stay on at the old location because they were not ready to move. Customer called on 11/6/14 to go on the equal payment program. Customer called on 2/19/15 to make sure they were on the equal payment program. Even though they moved out on March 3, 2015 they are still responsible for the billing because they never called to cancel the service. We have attempted to contact the customer at [redacted]and still have not gotten a response. We are closing this complaint.

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.  I've been...

out of work since july, if I dont find a job soon I may be leaving the area. I am willing to set up an automatic payment plan to avoid further late payments but cannot handle a fee/deposit of that size with my lack of income at this time. 
Regards, 
[redacted]

Customer has taken complaint to commission. In doing so, escalated beyond my dept's ability to assist. We are closing this complaint.

Offered [redacted] a 6 month payment arrangement to pay off the chared off account.  [redacted] did not accept the offer. Thank you.

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]

We contacted the customer and addressed her concerns and the customer is satisfied. Please let me know if you have additional questions.

The customer needs to contact the SC Office of Regulatory Staff in order to resolve this issue. He has already contacted them and it has now escalated beyond this department's ability to assist.  Thank you.

Duke Energy has researched our records which indicate the Deferred Payment Arrangement was set  by the customer via our automated system and established as confirmed on the customer's account.  No record found of any other arrangement agreed and confirmed in the automated system and...

no record of  a different date quoted.  The customer did not pay the Deferred Payment Arrangement according to the agreed upon terms.  As a result, the agreement was in default, the power was disconnected for nonpayment, required payment to restore service received, and the service was restored the same day of disconnection.

Duke Energy apologizes to the customer for the time necessary to complete the new service installation.  The inspection was received from the inspection department on 8/25/17 and in most cases the meter is set within 2 business days.  In this case, we found existing underground service at...

the location but more work required that involved installing an additional underground service cable.  This caused a delay with completing the service installation for the customer.  The previous commitment date quoted to the customer was prior to the knowledge of the additional underground work required.  The meter was installed on 9/7/17 at 1236pm.  Duke Energy called Mr. [redacted] to inform of the completion.  Duke Energy closing the Revdex.com based on this resolution.

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. I have not file any complaints with anyone but the Revdex.com .
Regards,
[redacted]

Reduced deposit to $150.00 and offered a 5 month payment arrangement. Customer declined the payment arrangement.

We have contacted the customer and addressed his concerns and the issue is resolved. Please let me know if you have additional question.

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. 
Regards,
[redacted]

We reviewed the customers concerns and their account has been credited. We tried to contact the customer but did not receive a response back. Please let me know if you have additional questions.

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.  Regards,
[redacted]That is false. Firstly there was no phone call on 11/6- that was the online form I first submitted for changing over services. The phone call to give exact service dates change was in mid-february. Duke Power is lying. I do not accept this verdict, however thank you Revdex.com for your efforts.

Review: The new smart meter Duke Energy installed is producing unusually high bills. I received a $177 bill for my house that I live in only a few days a month. This is my second complaint about Duke Energy to Revdex.com this year. REFERENCE Revdex.com CASE#: [redacted] have called Duke Energy several times to follow up on this issue and they have not returned my calls and did not come out to look at the meter and discuss this with me.Desired Settlement: I would like a new meter and an a refund. The refund would be the current bill less the amount of my bill for the month from last year (when 1 person was continuously living in the house vs now when I'm there only for a few days) as the reference.

Business

Response:

We have attempted to contact the customer several time at [redacted] with no response. We are closing this complaint due to no response.

Review: On January 29th, I called Duke Energy to pay my bill of 191.50. This was processed by a live person. Shortly after this transaction, I proceeded to pay other bills, more specifically, my health care bill. This is when I noticed that my bank account had been drafted twice by Duke energy for the same amount. My first attempt to recover these funds from Duke energy was met with a "we didn't draft the account but once". I then faxed bank documents that clearly shows that the account was in fact drafted twice by the same company, for the same amount. when this information was presented to Duke Energy, I was then told that they would have to find out where the money went, and how this could have happened before they could give me my money back that was wrongfully and without permission, taken from my account. I asked to speak with some from management about this issue after talking with 2 different reps. and was handed over to a supervisor who basically added to the already established list of unexplainable excuse as to why they could give me back the money that was stolen from my account. I then asked to speak to someone higher up when this supervisor told me that there was no one higher up! I then said that theres always someone higher up when she decided to take my number which she already had, to give to someone to contact me. As a result of duke energies negligence and lack of concern for the damages to my financial status, I'm forced to have to make late payments on other bills that I needed to pay, not to mention that this is the first payment period on my government assisted health care.Desired Settlement: I would like to get my money back with any interest, as well as compensation for any fee's that I may have to incur as a result of the stupidity know as Duke Energies process as it pertains customer care.

Business

Response:

There was a server issue on January 29, 2015 that caused a double hold on customer's bank account. We have requested that his bank release one of the holds. Thank you.

Review: I have a little kid that needs to be in the a/c but Duke power cut my power off and didn't send anybody to my home to turn it back on and said they couldn't do anything I'm very mad and [redacted] my food is going to go bad because of thisDesired Settlement: They should give me credit for not explaining anything to me

Business

Response:

We contacted the customer and spoke to her son due to a language barrier. We discussed what occured and the customers issue has been resolved. They have electrical service and are satisfied.

Review: I have 2 houses and I had been signed up for Home wire on one and then I signed up for homewire on the other that I rent out. My acc # [redacted] Duke/progress energy carolinas. No I need a service call for the house [redacted] and I called it in and talked to [redacted] and they act like theye are having a problem hinding the account of I dont even understand. I am getting charged on my bill for both houses [redacted]Desired Settlement: I want the service I am paying for

Business

Response:

On January 21, a work order was sent to an electrician to perform the repair at the rental address. There was direct contact with [redacted]. The complaint was closed.

Review: We bought a rental unit that needed a complete refurbish, and had the power put in our name on 2-23-15. The billing cycle for that month was only 7 days. The bill for that 7 days was $55.36 $15.00 of that was a connect fee which is not in dispute. Also should be noted that one of those 7 days the power was out due to weather. The bill for the following month (30 days) was $56.87. This home did not have any appliances except for an electric furnace which was removed 3 weeks after the power was put in our name. It is obvious that there is an error on that first bill because we are only using electricity for tools and light. My wife contacted Duke Energy and had an investigation started. When she followed up a few weeks later, they informed her that the meter was working properly and there would not be any action taken. We never doubted the meter's function, it was the initial reading that was in question. She asked to speak to a supervisor and was informed someone would call back that day. That was 3 business days ago.Desired Settlement: We feel the first bill should be $10 or less plus the connect fee of $15

Business

Response:

We have checked the meter and the readings and all is correct. Thank you