Duke Energy

I only applied to [redacted] because that was the only resource available to avoid disconnectionI do not plan to stay on [redacted] and I believe my bills would be less if they were read and not estimatedAgain I don't think it is fair to estimate my bills based on a previous tenant's usageThe apartment manager stated she was not aware that Duke was attempting to reach herShe stated she has not had any messages, has been in the office and she gave Duke a key to enter the buildingAccording to Laura R [redacted] at Duke, the meters were de-certified which means they are not able to be read remotelyShe sated I can read the meter myself and call in the readingI will inform the apartment manager that information but I am not satisfied with Duke's responseI don't want to stay on [redacted] because even that amount is not fairIt may be in the winter or summer but not the fall or springI've been a Duke customer for over years and never missed paying my billIf the meter was read fairly, I would not have to be on PIPI had no choice because I have been trying to resolve this since SeptemberIt has been almost months!!! Tell us why here

RE [redacted] I have researched the outage incident that our customer experiencedIt appears the cause of the outage was unforeseenIt was initially difficult to detect the cause of the outageBelow is a report of the incident provided by Duke Energy's Reliability Team At 15:there was a circuit outage that occurred affecting approximately customersThere 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 circuitsSeveral attempts were made to restore the circuits that were involvedEach attempt resulted in not isolating the problem until around 20: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 partDuke Energy did not cause the outage and is unable to pay a claim If you need any additional information please let me knowMy contact information is listed below AJConsumer Affairs Specialist Duke Energy ###-###-#### _______

I apologize for how long it is taking for you to receive the refund check.A new check was reissued in your name on January 11, and was mailed out Please allow 4-weeks starting from January 11, to receive your refund check

Re: [redacted] ***Duke Energy's Budget Billing Program offers Budget Billing plan typesAnnual Plan Computesmonths usage and divides by Reviews in months and Prints bill message in month with new BBP amount Cus***er must call to change BBP for month *Quarterly Plan Computes months usage and divides by Reviews in months 3, 6, 9, and Prints bill message informing cus***er of new amount if variance This plan has no balancing out month Mr [redacted] was enrolled in the Quarterly Budget Billing plan at the previous address on [redacted] WayThis plan has no balancing out monthI have attached a copy of the bill document that generated in June The bill includes information regarding the quarterly reviewThis information can be found on the 1st page of the billThe Budget Billing Plan enrollment notification and total account balance is printed on each monthly billThe information includes what type of Budget Billing plan the cus***er is enrolled inThe bill I have attached includes this specific information on page as well as the total account balance of $1,The total account balance can differentiate based on the quarterly adjustmentsFor example the total account balance at the June Quarterly review was $I have attached a copy of the bill for your review.The Quarterly Budget Billing plan was designed to avoid sharp increases in the monthly amount to payThe quarterly review enables the cus***er to adjust to gradual increases or decreases on a quarterly basis which can be easier to maintain on a budget.The cus***er notified the company he needed to transfer serviceThe transfer effectively ended the Budget Billing enrollment and closed the account at the previous addressAs a result a final bill generated on 9/12/for the total account balance of $1,A review of the new account indicates the cus***er has chosen to enroll in Duke Energy’s CAB (Combination Agreement and Budget Billing Program)This payment plan option allows the cus***er to pay a monthly installment towards the total account balance in addition to a monthly Quarterly Budget Billing installmentI have left a message for Mr [redacted] to contact meI would like the opportunity to address any additional questions or concerns he may havePlease let me know if you need any additional information.A J***Consumer Affairs SpecialistDuke Energy [redacted]

RE: Duke Energy Mr [redacted] Our records indicate a past due balance of $from a previous address at [redacted] *** A final bill generated in the amount of $for gas and electric charges at the previous address The final bill was due on 4/19/On 4/15/a partial payment of $posted to the account leaving a remaining balance of $ Because the total amount due of $was not paid a late charge of $was added to the balance making the total account balance $ On 3/25/the customer opened another account at a different location with Duke EnergyThe residence was all electricRegulatory guidelines prevent us from transferring gas charges to an all-electric accountAs a result we were only able to transfer electric charges totaling $of the total $to the new accountThe transferred charge of $was deducted from the $account balance at [redacted] ***leaving a remaining balance for gas charges of $ On 4/25/this outstanding balance was assigned to a collection agency for collections On 5/9/as a courtesy, our representative transferred the $from the current account back to the finaled account The debit increased the balance back up from $to $ On 5/13/a $payment was applied to the account reducing the balance down to $Some of this payment was applied towards the electric charges that had been transferred back to the finaled accountThe account balance of $was enrolled in a month payment planMr [redacted] was advised if the payment plan defaulted we would transfer any outstanding electric charges back to his active account for collectionsAn installment of $was due on 6/27/and we did not receive a payment causing the payment plan to defaultThe remaining electric charges of $have been transferred back to his current accountAs a courtesy we will suspend collections on the current account and generate a current bill showing the additional chargesThe suspend will provide the opportunity for the customer to receive the billThe customer has the option of contacting our Customer Service Deptat ###-###-#### to discuss a payment arrangement if needed Please let me know if you need any additional informationMy contact information is listed below A J [redacted] Consumer Affairs Specialist Duke Energy ###-###-####

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'm glad to know I will no longer be receiving the monthly reports, since they obviously reflect inaccurate information based on the fact the report that coincides with the bill in question indicated my usage was better than the others with whom I was compared!Regarding the company's response, it is not clear enough in order for me to determine whether or not the company plans to make an on-site visit Specifically, the response indicated an order was placed and the company was behind schedule That response coincides with my original call to the company during which the person indicated someone needed to make an on-site visit to determine whether the gas meter was operating properly due to the recent increased gas usage However, after staying home all day and making three calls, the first two of which indicated someone was on the way, the response I received from the third call was that no one would be making an on-site visit because of the type of meter that is installed in my homeAs you can determine, the company's response provided to the Revdex.com needs to be clarified because I still can't determine whether or not an on-site visit is required Regards, [redacted] ***

We apologize for the inconvenienceThe customer was enrolled in our auto payAnytime a payment is made or scheduled, the payment is pending with the bank the day before the payment actually postsUnfortunately, when a payment is due on a Monday, the payment does go pending on FridayThe customer has since cancelled her enrollment with auto pay, so she will now have to schedule her payments monthly

Date Sent: 12/30/7:46:PMRevdex.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, butI would like to have a letter in writing that is sent to me that shows that the address of this rental property has been completely removed from my name 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] ***

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]

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 And I also spoke with duke they asked me to pay $in order to go on an installment plan Regards, [redacted]

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

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 personnelAs a result some of our meters were read late and unfortunately some meters were read incorrectlyIt appears the customer’s meter was read incorrectly at the 11/21/and 12/23/meter readingsThe meter readings were to low The meter was read on time and correctly in JanuaryThe 1/26/meter reading trued up the actual usage and the customer received a monthly electric bill charge of $The meter reading the following month on 2/23/confirmed the 1/26/meter reading was accurateI've spoken to Ms [redacted] regarding her accountI've apologized and explained what occurred to cause her high bill in JanuaryThe billing reflects the service she actually usedWe 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 CAAHer current account balance is $Our records show that on 4/12/an Energy Assistance Agency notified our office they are pledging a total of $towards Ms [redacted] accountI 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 informationMy contact information is listed below [redacted] Consumer Affairs Specialist Duke Energy 513- [redacted]

10/9/- per phone call from customer: I am writing to confirm that I will be able to pay the amount $on Oct15, Provided there are no late fees, deposits, etcadded to my bill I will then make another payment of $on Oct22nd I called today to confirm my total amount via the automated system & I was told/confirmed my total is $due Oct 30.If there is a problem, please call me directly PH: ###-###-####I also understand that if this is not resolved I can reopen my complaint.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] ***

bill not mine sent bill not mine

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 was paid to duke on May so that will prove that no balance is required for [redacted] ***

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/The post card notification included a request to contact the company to schedule a gas meter changeThere was no response to the post cardThere was also no response to a letter mailed to the premise on 8/5/informing the customer the service was subject for a non-compliance disconnectionI 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/Mr [redacted] called after hours that same date to schedule the appointment for the gas meter changeThe 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 weekendHe stated the postcard that was left at his door after the service was disconnected did not include an area codeI plan to monitor the phone calls he made from his phone number in order to identify potential coaching opportunities for our representativeMr [redacted] feels he should be compensated for the inconvenience he experienced as a result of having his gas service disconnected on a FridayI have provided the number to [redacted] , Duke Energy’s claims administrator as well as offered my apologiesPlease let me know if you need any additional informationMy 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 meEssentially, when the company, Duke Energy, responded, they indicated that they would be correcting the issue, and sending me an updated bill in a few daysHowever, they did not, and the time for me to mark this issue resolved or unresolved has lapsedI 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 chargesMy 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 Customer Representative, I had to ask to speak with a manager multiple timesUpon 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 accountIt 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, 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 issuedI have now been billed twice in the month of February, once on the 2nd and once on the 15thAnd will receive a third bill at some unknown time in the future for the actual charges.This is an unacceptable why to conduct businessDuke 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 inconvenienceI 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 filedI 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]

[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: After months of calling Duke in reference to complaint ID [redacted] , it finally took a complaint to the Revdex.com, PUCO and an attorney for Duke to add the meter Horrible customer service Regards, [redacted] ***

Duke Energy has changed my meter without my permission and my bill has jumped! Some time ago we started to receive letters from Duke Energy saying they were changing our meters out to "smart Meters" There was a promise that these new meters would not effect our power bills Of course that was not true! I called Duke today about the increase in my bill as soon as they changed my old meter from meter # [redacted] to their "smart meter" of [redacted] They gave me some sort of run around about I could "opt out" of the smart meter program but I would have to pay $plus and then pay an extra charge per month for someone to read the meter but I couldn't have the old meter back or some kind of nonsense like that I don't know what they have done but I want my equipment and my billing restored to it's previous state I am not the only one this has affected From reading posts of friends and family on facebookthis is a common problem with Duke and their "smart meters"!!!!

RE: [redacted] Our records indicate the meter has been read incorrectlyThe results of a special meter reading taken on 9/1/shows the reading was lower than 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/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 serviceI have left a messageI am looking forward to discussing the account with Mr [redacted] Please let me know if I can be of further assistanceMy contact information is listed below A.J [redacted] Duke Energy Consumer Affairs Specialist ###-###-####