Duke Energy

Duke Energy does not appear to be managing what their employees tell people. They baited and switched average paying, sent confusing card to sign which it was assumed was to confirm the same plan presented but it was deceptively used to bait and switch.
I spoke with Duke’s attorney Ms Ennis and she assured me she had fixed it to reverse any and all charges from their special programs and restore my account to the former, business as usual, setup. She had a Duke representative in accounting call me and he said he took care of everything but we agreed I would pay the current balance (to not cause further charge problems) and I would see a credit on my next statement. They did not do what was promised. Now I am waiting for a call back. Let this be a warning to anyone receiving a call or offer from Duke. Their sales force must be under pressure to lie and cheat customers like they do

On 4/27/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/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/Mr [redacted] called to apply for service at [redacted] ***lHe wanted the meter reinstalled On 5/12/we returned to the premise pulled the meter and inspected the meter base for safety On 5/17/the customer was billed $for unauthorized usage of a meterPlease review the breakdown below: $kwh usage$trip fee (for visiting the premise due to meter tampering)$( a new meter)$(lock fee) The total $was paid on 6/1/Mr [redacted] has been eligible to apply for service since 6/1/ Our records indicate he was given the number to Duke Energy Service and Installation Depton 8/2/to discuss installing a new meter and restoring the serviceThe number to Service and Installation is Service Installation: [redacted] Please let me know if you need any additional informationMy contact information is listed below [redacted] ***Consumer Affairs SpecialistDuke Energy [redacted]

We would like to apologize for the inconvenienceI 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 addressWe have contacted the collection agency and asked that the bill be removed from the customer’s credit report due to the mailing address errorWe do show that the account has been paid in fullThe customer’s credit report will be updated accordingly

I am billed by Duke Energy for service not provided I am a 100% disabled Veteran with a wife who is also disabled.Florence blew a tree onto my house & I need a new roof & also had water damage to my ceilings.I had no power for days.On Sept.14th the storm disabled an area light which I pay Duke Energy $a month forI called them over a month ago to fix it but they didn't yet they continue to bill me for it & said they will not give me the months credit they owe me for it.I cancelled the light but feel they still owe me months credit ( $) for no light

RE: [redacted] On 9/16/our representative transferred both the gas and electric service into Ms [redacted] name at a rental propertyShe later notified the company she did not request the gas service at that timeAs a result those charges totaling $and the gas service were cancelled The electric service remained on in her nameThe gas service was later transferred into her name per her request on 12/4/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/A tenant moved into the property on 12/8/and a final bill generated for the owner Mrs [redacted] The final bill was transferred to another rental propertyThe transferred final bill included gas charges that were rebilled in errorWe have cancelled the gas charges that were transferred in error and the billing has been correctedI spoke to Mrs [redacted] this afternoon and apologized for the discrepanciesShe 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 questionsMy contact information is listed below [redacted] Consumer Affairs Duke Energy ###-###-####

RE: [redacted] Teal The property Ms [redacted] lives in appears to be a family structureEach unit is equipped with an electric meter and each tenant is responsible for the electric meter included on their Duke Energy accountWhile the owner does not live at this property he does have a separate account in his name that includes common use gas and electric metersOn 3/25/Duke Energy received notification that there was an indication that the electric common use house meter for the building was billed on Ms***'s Duke Energy account and that the electric meter for Ms***s(the tenant) was inadvertently billed on the house accountThis is a description of a "switched meter" On 5/4/an electric switched meter investigation confirmed that the Ms [redacted] was being billed for the house electric meter usage and that the account for the house meter included her electric metering usage I have attached a spread sheet to show the minimal monthly electric charges that appeared on Ms [redacted] Duke Energy account between 4/28/- 4/28/The minimal electric charges are a reflection of the meter servicing common use areas of the building, iehall, basement etcThe spread sheet also shows her actual usage that generated in her unit but was mistakenly billed on the house account between 4/28/- 4/28/Please notice the typical increase in usage during the winter monthsIn order to correct the billing we added $to Ms [redacted] accountThe amount is the difference in what she was billed and what she should have been billed during the month period Duke Energy is regulated by the Public Utility Commission of OhioPlease review the information from the PUCO I have attached regarding "Billing Adjustments"Paragraph states Duke Energy is limited to a month adjustment for residential service that has been undercharged Ms [redacted] account is enrolled in Duke Energy Ebill programShe has chosen the option to Autopay her bill each monthThe current bill due of $generated at the 12/29/meter readingThe $adjustment amount was added to the balance on 1/14/The Ebill Autopay system only deducted $from Ms [redacted] accountThe $adjustment will be included on her next bill Ms [redacted] stated in her inquiry that a pending payment for the full amount cause her account to become overdrawnI am happy to discuss this issue with her and will need supportive documentation I understand how these additional charges are concerning to our customerThis issue is nothing she initiated or was even aware ofWe have payment plan options available that I can modify to fit her budgetI have tried to call her several times but the mailbox is full and I am unable to leave a messageI will use her email contact information to reach herI would like the opportunity to address her concernsPlease let me know if you need any additional information AJ [redacted] Duke Energy Consumer Affairs Specialist ###-###-####

The service was disconnected for non-payment effective January 8, The last payment received was $on October 29, In order to restore service, Duke Energy requires payment before service would be reconnectedThe customer was informed on January 12, that Duke Energy would require a minimum of $to restore the serviceThe customer was on PIPP, but was removed effective January 14, At this time the final amount due on the account is $2,due February 5, Again, Duke Energy will require $to restore serviceA $reconnect fee will also apply to restoring service

The customer's usage has increased since NovemberIt is higher than what they typically used during the winter months, but we have tested the meter and the meter is working properlyUnfortunately we cannot say for sure what has caused the increase, we have no way of knowing what uses the power once it passes through the meterThe customer does have a smart meter and online services, so they are able to log in and see their daily usage to try and determine what is causing the increased usageBased upon their usage pattern, it appears the highest usage days are the days that have been cold.We tested the meter 1/12/and the meter test was goodThe results were : FL PF LL 100.29.The day we tested the meter the reading on the meter was 65770, which was higher than the read in December, so we know that the usage is accurateWe apologize for the inconvenience, but we are not able to say what is causing the increase in usage

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 Duke has reimbursed me on both accounts and their customer service was friendly and easy to work with Thank you for your help, I think working with the Revdex.com on this issue will help prevent it from reoccurring in the future Regards, [redacted]

At this time, we do not need to make a site visitWe are able to get daily reads from the meter, and the usage has been higher due to the colder temperaturesIf 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 usedAgain, we apologize for the missed appointment, but we do not need to make a site visit

RE: Duke Energy account for [redacted] Our records show Mr [redacted] 's neighbor did call for service and was originally placed at the correct address but the wrong apartmentTo resolve the error the neighbor was placed on the correct apartmentThe correction should have generated a final bill for Mr [redacted] reflecting the off date of 6/30/as well as the meter reading associated with that dateI have reviewed the account and am in the process of correcting the billingI've also contacted Mr[redacted] to apologize and make him aware that he will receive a corrected Final bill for his records Please let me know if you need any additional informationMy contact information is listed below A [redacted] Duke Energy Consumer Affairs [redacted]

Mixed up billings, addresses and dates of birth's with my neighbor across the street Duke Power somehow crosses my address with my neighbors address along with our dates of birth and our meter readings When I bought the house they had his meter and address being billed to my house Then they fixed it for a short time, then mine was billed to his address We got that fixed Now my new bill is his address on it again and my DOB is incorrect in their system AGAIN Everything I've had to correct it, I've had to take my DL down to them to prove my DOB and my title to my home to prove my address with a picture of the meter outside my house because they will NOT send someone out to the houses to do the leg work themselves My neighbor has cancer and I work in Greenville SC I am home hours a day to sleep In addition to this I have only my water heater, my fridge and my furnace and of the are brand new According to them my usage has gone up from KW of power to over

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

[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] ***

Duke Energy has been out to see if we can accommodate the customer’s request for a shade on the street lightUnfortunately, we cannot place a shade on the light the customer is requesting because it would cause a void in lighting the attended areaThis light is houses down from the customer’s addressAt this time there is nothing we can do to help the light shining on his yard or house

RE: [redacted] On 9/16/a bill generated at the customer’s previous addressThe account balance at that time was $The bill included a disconnection notice in the amount of $for the past due amountOn 9/21/Duke Energy received an On Line Service request for new gas and electric service at the customer’s current addressDuke Energy is unable to provide new service when the customer has an outstanding account balanceThe customer was required to pay the past due balance of $prior to obtaining new serviceAs a courtesy on 9/23/a decision was made to allow the customer to pay $for new serviceThe 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 appointmentsWe did not receive a payment for the past due amount at the previous address until Friday 9/23/We do not schedule weekend appointments unless there are extenuating circumstancesThe service restoration order was scheduled for 9/26/Gas and electric combination accounts with an electric and gas meter that are sealed require two technicians to perform the workThe electric service must be turned on first due to the electric blower forcing gas through some appliances for safety testingThe gas and electric service at the current address had been turned off at the pole and streetThere 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/Electrical outages are prioritized by safety standardsA crew arrived on 9/27/to restore the electric serviceWe found the electric meter was missingA new electric meter was installed prior to the electric service being restoredThe gas service was also turned on at the curb on 9/27/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 follinquiries within five (5) daysTheir contact number is ###-###-####, ext***Please let me know if you need any additional informationMy contact number is listed below: AJDuke Energy Consumer Affairs ###-###-####

RE: [redacted] * [redacted] The property is equipped with an electric Smart MeterIn November the meter failed to transmit meter reading data electronically for billing purposes and the account was billed $due 12/28/with an estimated meter reading.In December the meter was replaced and our technician was able to retrieve the actual meter reading from the meterThe prior estimated bill was cancelled out and a new bill should have generated based on the actual meter reading obtained in DecemberUnfortunately that did not happenThe billing due 12/28/15,1/27/and 2/26/were all held systemically and the customer received bills showing $amount due for those due dates The billing issue was resolved in FebruaryThe customer received bills within one month I have spoken to Mr***I have apologized and explained the billing issue that occurred causing him to receive bills in one monthThe bills are accurate and based on actual meter readings and not an estimateHe has agreed to an extended payment plan modified to fit his budget Please let me know if you need any additional informationMy contact information is listed below AJ [redacted] Duke Energy Consumer Affairs [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 am paid in fullI would like a full accounting of all bills since March, a s first step as reimbursement of overpayment and then a retroactive budget renewal as they ignored my comments and explanation

RE: [redacted] This all- electric 1,square foot property was transferred into the customer’s name on 1/29/Our records indicate between the meter reading dates of 11/18/– 12/21/Ms [redacted] was billed for 4,kwhsThe all – electric 1,square foot property located next door at [redacted] **had usage similar to Ms [redacted] sThe neighbor was billed for 4,kwh at the 12/21/meter readingThe all- electric property at [redacted] **is a smaller property at 1,square footThe usage totaled 1,at the 12/21/meter reading I also located a 1,square footage property at [redacted] **The square footage is similar to Ms [redacted] s’ property however the usage at 2,kwh at the 12/21/meter reading was much lower that hersAll these residential properties are equipped with AMI metersThe daily meter readings for each account are being transmitted successfullyA re-read was conducted on 12/28/for Ms [redacted] The read was in line with the previous read taken on 12/21/A switched meter investigation conducted on 1/10/confirmed that the meters are not switchedI 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 issueA certified electrician could trace the wires for confirmation The Smart meter allows me to review daily usageThere are significant increases in daily usage as well as decreases in daily usage in particularly around Thanksgiving and ChristmasThis may be an indication that the customer might have been away for the holidays The next meter reading date is scheduled for 1/24/According to the daily usage and meter readings she had used 2,by 1/9/ 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 availableI have also offered a payment arrangementShe has declined the payment arrangement at this time Please notify me if I can be of further assistanceMy contact information is listed below A J***Consumer Affairs SpecialistDuke Energy [redacted]

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 times in the past 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.C8-1-2-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, IAC 4-1-15(e) (copy attached)Duke Energy will not be waiving or reducing the security depositThe total account balance of $was due March 9th, 2017, however we agreed to set up a payment agreementTo 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 monthsThis 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