Duke Energy

RE: [redacted] The electric service at Ms [redacted] residence was disconnected for non-payment on 7/6/The customer was informed of various options to restore the serviceThe service could be restored without a payment with a medical certification from a health professional or she could choose the Separation of Service OptionThis option enables our customers to restore the service for a reduced amountHowever the second service must be disconnected until which time a sufficient payment can be made to restore that serviceMs [redacted] chose the Separation of Service optionThe gas meter was disconnectedThe gas meter and account balance was separated from the electric account and the electricity was restored on 7/6/MsMallory contacted the company in October to inquire why her water heater is not workingOur representative reminded her the gas service has been off since JulyOur representative informed her the required payment to restore the as service was $or she could use the Winter Rule option and make a minimum payment of $to restore the gas serviceThe remaining balance would be enrolled in a payment planMs [redacted] became very upsetA decision was made to restore her gas service without a payment and an order was generated to restore the serviceMs [redacted] ask that we come between 12:noon and 4:p.mon 10/23/15/ The technician arrived at 3:p,mand no one was at the premiseWe cannot restore gas service without the customer being at the premise due to required safety checksThe customer called back in at 4:p.mto reschedule the order to restore the gas serviceUnfortunately crews were booked up to capacityThe next available opening was on 10/26/The gas service was restored at 11:a.mon 10/26/ I have tried to contact Ms [redacted] I would like the opportunity to address her concerns, apologize for any inconveniences and discuss the account with her as well as offer a payment arrangements to avoid this situation from occurring again If you need any additional information please let me knowMy contact information is listed below [redacted]

Good afternoon, Our records indicate MsKlungle’s Duke Energy account was enrolled via government aggregation with an electric supplierThe customer notified our representative that they wished to rescind the enrollment and the enrollment has been cancelledThe account was never billed with the supplier rateThe account has been coded with a “No Choice” special conditionThis code will prevent the account from being included on supplier list’s in the future Duke Energy is required to provide suppliers a list of our customers upon requestIn turn Duke Energy will provide a “best efforts” listThe supplier is required to ensure that all accounts are able to be enrolled in the Choice ProgramSuppliers are also required to provide the customer’s with an opt out letter that gives the customer the opportunity to opt out of the aggregation enrollmentIf the completed opt out letters are not returned the suppliers provide Duke Energy with a list of customer’s to enroll in the choice programIve spoken to MsKlungle and made her aware certified suppliers are regulated by the Public Utilities Commission Please let me know if you need any additional informationAJ***Duke EnergyConsumer Affairs Specialist

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 timesWe 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/and again on the evening of 7/we had a series of storms that impacted the Ohio and Kentucky Service TerritoryThese storms caused a significant number of customer outagesOn 7/at approximately a.mwe peaked at 8,customer outagesWe worked to restore the majority of these outages before then climbing back to 5,customer outages at p.mon 7/We had numerous crews that had previously been sent to Indiana for storm restorations from a storm on 7/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 locationWhen a single customer calls in, the system uses the call patterns of the customer location to predict to the next device upstreamThink of a tree with many branchesThe responding crews first restored power to the higher level device, which is why notification was sent that your power was initially restoredOur system requires a “call back” through the automated response that power has not yet been restoredThis will then use the same prediction rules based on the call backs to determine the next device that is still outBased on what you have reported our IVR system was providing inaccurate informationI 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 ServicesTo file a claim please call 1-855-398- Again, we do apologize for the confusion that you experiencedWe want to assure you that we are constantly evaluating our systems and processes to provide the most accurate estimated times of restoral as possibleOur goal is to provide as many points as possible to the customer so that they can make the best possible decisions

They have wasted my timeThey have also added to my bill and some change which should go on next step months billAlso the lady that I talked to said that there hasn't been increase on the charge of gas and there has beenDuke has lied to me and gave me the run around and still continue toIf they wish not to resolve this issue then I will contact the attorney general and we can go from thereAll I'm asking is for you all to own up for your alls mistakes and issue me a creditI should not have to suffer for your all not being able to.follow instructions and waste my time calling in every monthYour guy sated a pad lock on the gateThere was no pad lock and never has been

The customer started service at this location 5/5/At that time, we were able to get a meter reading from both the gas and electric metersOn 6/we were also able to get a read form both metersThen starting with the 6/meter reading, we have not been able to communicate with the electric meter to get the readingsWe discovered that there is construction going on in this area and it is interfering with our communicationAs of 9/construction is still very much underway, so we have decided to decertify the meters in this area so that they will go back to a meter reader to get reads every month I spoke to the customer to advise her of what is going onI also asked her if she could get a meter reading and she stated she doesn’t have access to the metersI advised her that once we are able to get in and read the meters, we would adjust her bills accordinglyI did advise our meter group of the access restrictions and gave them the information to contact the apartments for accessThe meter group may have contacted her just to confirm the information I gave themThe next meter reading is scheduled for 10/28, however we did send a technician out on 10/and he was able to get a meter readingWe have adjusted the customer’s billShe currently owes $due 11/ We do not need to change the meter, if she was advised that after I spoke to her then the agent provided incorrect information

Better Business BureThe bussiness has not made any attempt to resolve this matterThey claim the meter is read but I was told it has been estimatedIf calls are recorded then the recordings need to be listened toI've never saw anyone read my meter even when I requested it and sat outside all day 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 F 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 meI just don't see why it took so long I got the check.............finally...........after having to call repeatedly for four months [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 reject this response again because I still don't get how you can take what my readings were previously and add on and just say that's what I used and how was it totaling 298 and how could my meter have been misread two months in a row and it stated my Jan 2016 was normal which was $84 so how can a month before that be so much higher would like face to face with someone where we can sit down and go over these bills together cause I know there's a big big mistake somewhere [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

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

Good Afternoon, I spoke with Ms [redacted] on 4/19/At that time she informed me she had only received letter marked "final notice" making her aware we needed access to her inside gas meter in order to perform a federally mandated inspection of her gas pipingOur records indicate that multiple letters were sent and that phone calls were made in an effort to contact herI have apologized to Ms [redacted] for this inconvenienceI have also forwarded her information regarding not receiving the correspondence and phone calls to Duke Energy's Preventability Team for further investigationThey will validate that the letters were generated and sent and that the phone call messages were left I have spoken to Ms [redacted] this afternoon and assured her I will follow up with her with the results of the investigation

Reduced deposit to $and offered a month payment arrangementCustomer declined the payment arrangement

Revdex.com:The response is inaccurate and misleading The 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 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 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 Agaleak was found in either flexible gas line - it was not dangerous The only gas detected was far from the flexible hoses and only gas service was turned off The rationale for requiring I spend 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]

I feel I am being overcharged for power. To have a meter read again costs $75 if I am wrong. How could one verify if they are ripped off? My avg daily kwh in June=12, July=15, August=14, September=11, October=8, November=6, December=16, and January jumps to 26 with a rate increase of $1.01 per daily kwh. My routine had not changed, and I am often away from my home. I had no Christmas lights. I have no light in my bedroom. I don't have a tv. I mostly just sleep at home. I do not believe that my usage increased by so much. To have my meter checked again will cost me if I am proved wrong. What if they are proved wrong? How can a customer be sure that they are not being ripped off twice of they have no prior knowledge of meter reading even if they do pay the $75 fee?

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 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]

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

RE: Duke Energy Account For: [redacted] Our records indicate the Duke Energy bill prepared 8/1/included a notation that stated-Attention: "Existing accounts without satisfactory security, and carry a past due balance or have been disconnected for nonpayment, may be charged a deposit" At this time we do not have a Security Deposit on file for Mr [redacted] 's account that would ensure compensation for service we have already providedThe message on the bill that generated on 8/1/was an alert designed to make our customer aware the probability existed for a security deposit request to generatedNon-payment disconnection notices precipitate a security deposit requestHis Duke Energy account continually included disconnection notices and as a result a security deposit request was included with the most recent billI have left a message for Mr [redacted] to contact mePerhaps there is a way we can work together to alleviate the hardship the deposit has placed on him and his familyI am hopeful he returns my call soon as I am unable to offer assistance without communication Please let me know if you need any additional informationMy contact information is listed below [redacted] Consumer Affairs Specialist Duke Energy 513- [redacted]

When the service began at the current address, the customer was informed on the phone, July 28, that a $security deposit would be charged on the first billThe customer at the time did not ask any questions regarding the security deposit The first bill was due September 11, for a total of $The customer contacted Duke Energy on September 1, and requested an extensionWe advised the customer they could be extended until September 18, and he said he would pay the bill by that date Duke Energy did receive a payment of $on September 18, 2015, but that still left a past due balance of $due by October 13, Of that past due balance, $was for the security depositAny payments received on a customer’s account when a security deposit is due will apply to the security deposit amount first In this case, Duke Energy did not receive any payment for the bill that was due on October 13, and the electric was disconnected for non-payment on October 14, The customer did pay $to have the service restored and since the security deposit was due at that time, that entire payment paid the security depositThe security deposit is now paid in full on the account and the customer will receive the paid security deposit back once satisfactory payments for a period of either consecutive months or any out of consecutive monthsThis is provided that there are no late payments for any two consecutive months If the customer chooses to discontinue their service before the deposit has been credited, it will be applied to their final billAny remaining credits would be sent as a refund check or will be transferred to another active account in their name if possible The customer did have a paid security deposit on file at a previous address which the billing ended in May That paid deposit plus interest, totaling $was applied to the final bill at that account At the current address, a payment arrangement is setup currently and Duke Energy is scheduled to read the meter again on December 18, 2015, at which time another bill will be generated

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 areaI 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, ***

[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] *** Our records indicate a new meter was installed and energized on 8/3/The electric service was subsequently transferred into a tenants name on 8/16/I spoke with Mr [redacted] today and confirmed the electric service is activeHe 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]