Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently received a charge to an apartment I have not lived in for almost 3 years. I have spoken to multiple customer service agents and everyone refuses to help. They keep saying the charge is from corrected bills that the company they were working with got “incorrect”. That is not my fault that they as a company cannot get their billing right. For them to try to charge me 3 years later is super predatory and not okay. The customer is not responsible for the business not doing their job and billing incorrectly. I recently asked to speak to a supervisor since no one else has been able to help so we will see once she calls me back. How is this even allowed. I asked them to wipe my information from their system too and they are still texting me and emailing. Ive seen so many articles in the news about Duke and their malpractices when it comes to billing and im surprised they are allowed to get away with this so often.

  Business response

  01/06/2025

  Duke Energy reviewed the account in question for this customer.  It appears the bill documents that were reversed in 2022 to correct the estimated meter readings, but at that time, they were never able to invoice due to an Ohio Choice Supplier issue.  This was recently completed after the Ohio Choice Supplier issue was resolved, which ultimately invoiced the customer for the usage that was previously estimated when the service was active in their name.
  
  Due to this issue, the Company has issued a credit of $374.83, which makes the account balance $0 (zero).
  
  Duke Energy apologizes for the inconvenience of this matter and hopes this resolves the customer’s concerns.

  Customer response

  01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* *****
  

• Initial Complaint

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 29, 2024, Duke Energy charged my bank twice without authorization to do so. One for $132.50 and another for $133.75. I have attempted to resolve this by sending a message through the Duke Energy website and with a customer service rep through their "online chat". On December 6, 2024, the representative from the online chat portal stated that Duke energy did not receive a payment for $133.75. However, I uploaded my bank statement showing both of the payments noted above. In the end, the rep stated there is nothing they can do. I requested to speak with a supervisor. They told me that one would call me back within 4 hours. As of today, December 17, 2024, I have not received a phone call from a Supervisor. After communicating with a Duke Energy customer service rep via online chat, I was given conflicting information and the rep refused to answer some of my questions. I have a copy of the chat saved. I have made it very clear to Duke Energy through the channels mentioned above that I made only one payment for the full amount of my monthly bill and I did not authorize two payments. I have also demanded a refund for the double charge. Bottom line, Duke Energy stole money by withdrawing funds from my bank account without authorization to do so which caused an undue hardship to myself and my family. Based on the complaints / reviews on this website, I would be shocked if greedy Duke Energy attempts to resolve this issue. I demand a refund for their error.

  Business response

  12/18/2024

  Good afternoon,
  
  Our records indicate that the customer made a payment of $132.50 scheduled online through their account on 11/28/2024 with their checking account information and a second payment of $132.50 + $1.25 processing fee was made the previous day through the automated phone system using a debit card. The first payment applied toward their previous bill and the second payment applied to the current bill, leaving a balance remaining due of $9.65 by 12/23/2024. If the customer wishes to have a payment refunded, they will need to contact their bank and follow the process for a stop payment.
  
  The customer did contact the Company regarding their concerns and requested a supervisor call them back. The supervisor did attempt to contact the customer on 12/6/2024 at 1:03 p.m.; however, there was no answer, and they were unable to leave a voicemail. Unfortunately, I was unable to reach the customer, as well; however, was able to leave a voicemail with the information above.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

  Customer response

  12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The response has no merit and only repeats some of the facts as described in my initial complaint.

   

  Again, Duke energy took out two payments from my personal bank account without privilege or authorization to do so. In their response they acknowledge they received two payments, however, they completely ignore the reason for the complaint.  I never gave permission for two payments to be taken out and I demand a refund of the money they took. 

   

  I would not be surprised if their recent data breach of customers personal information is the reason behind this or is it that Duke energy is another greedy corporation who behaves as if the law does not apply to them?

  Regards,
  
  *** ****
  

  Business response

  12/30/2024

  Good afternoon,
  
  As previously advised, two payments were scheduled via two separate processing systems. Both systems would have required a customer to enter in the account information and payment information for the payment(s) to be drafted. As both payments were applied to the account where a balance was owed, we are unable to issue a refund. A refund can only be issued in the event there is a credit on the account. The customer would need to contact their bank to process a stop payment. Once a stop payment is processed, the chosen payment will be reversed and the balance owed debited back to the account. Currently, the account balance is $0 due.
  
  I did attempt to contact the complainant again regarding his concerns; however, there was no answer. A voicemail was left with the information above and my direct contact information if he has any other questions.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  12/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My problem is duke is charging me a convenience fee to pay my bill to them. Somethings I thought the government had put a stop too.

  Business response

  12/10/2024

  Good morning,
  
  Our records indicate that the customer makes their payments via debit/credit card. Payments via debit/credit do have a processing fee as Duke Energy uses a third-party payment processing vendor through Western Union Speedpay. This processing fee is the vendor’s fee, not Duke Energy. The customer does have the option to pay their bill for free using their checking or savings account through their online profile or by sending a check in the mail.
  
  I was able to speak with the customer and provide them this information.
  
  Please let me know if you have any additional questions.
  
  Thank you,
  A****
  Midwest Consumer Affairs

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duke Energy sent us 15 months surprised bills, over charged, treating and very terrible customers service and hiding information by did not tell the customer true and did not keep their words

  Customer response

  12/04/2024

  Here are the following issues from Duke Energy:

  1. Send the wrong address and used incorrect contact information to contact me

  2. Duke Energy agreed to send 15 months surprise past due balance bills

  3. Per Duke Energy policy, if they have 2-3 months past due balance. They will send a disconnect letter and disconnect service 

  4. Make up their excuse to cheat the customer

  5. Dishonest and had very poor customer service 

  6. Hiding, cheating and misleading when customer request the documents

  Overall I would request their fair service and charge anything that we did not use. Duke Energy must pay all damages regarding my credit report when they me to collection company and damages to my business 

  Business response

  12/18/2024

  Good afternoon,
  
  The company has reviewed the account for the customer. Our records show the account was being billed each month and the billing statements were being mailed to the service address. The customer was also making payments toward the electric account, but we only received two payments towards the gas account. The first payment was for $307.56 on January 12, 2023, and then the final payment for $2,051.21 on December 5, 2024.
  
  Our records do not show that the customer contacted customer service to place a request to have the gas service shut off for the warmer season in 2023. As a courtesy, we removed the gas charges from June 2023 – October 2023 since the customer had zero usage during those months. The amount that will be refunded to the customer is $297.40. The customer has been informed that they have to contact us when they are ready for the gas service to be shut off for the season. If they fail to do so in the future the charges will remain on the account, and they will be held responsible to pay for the service.
  
  Thank you, 

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This account was canceled as of May 1, 2024. After the account was closed, we were billed an additional 261.80 for charged incurred after our date of cancellation. Duke did an autopay withdraw from a payment method tied to a different account that we have with them. This is for my daughter's apartment near the University of Cincinnati. She lived at an Ohio Avenue address, but was required to move out. The apartment was to be renovated and her lease ended. We canceled our Duke account effective May 1. She moved into a different apartment in the same area on August 5. Both accounts were in my name. Power used at the old address was billed to me mistakenly. I have spoken with Duke many times. They have acknowledged that these charges were in error. But they have dragged their feet on refunding my money. I call them every week, and they always tell me that it is "under investigation". In the bill that I have uploaded, you can see no electric usage in May, but charges begin in June. The apartment was uninhabited at that time. Our lease had expired. Our Duke account had been cancelled.

  Customer response

  11/19/2024

  From: *** ***** <******************>
  Sent: Monday, November 18, 2024 7:47 PM
  To: ********* ***** <*************************>
  Subject: My complaint with Duke Energy has been resolved

   

  ID ********

   

  I had filed a complaint with Duke Energy, requesting a refund for an overcharge.   This matter has been resolved.  They credited the overpayment to my account.  I had also filed a complaint with the **** on this matter.  

   

   

  Thank You,

  *** *****

  ************

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since really the start of 2024 Duke has been a mess. As of 5/24 I show a credit of 319. Then in April, my bill was 1,537. I called 4-5 time asking if they could explain, and they said it’s happening to multiple customers but will be corrected. It is Nove**** and still nothing matches. I would love to settle for a fair amount. As of 11/24 it is billed at a total of 2,793. The other issue is that since start of year I have had electric with in unlimited supply at $150 a month. I think if we take the credit in May until today, the amount due would be no more than 1,200. I would settle at this amount and move forward. Their billing system is not my issue.

  Business response

  11/11/2024

  Good morning,
  
  Our records indicate this customer filed a complaint internally on 11/1/2024. The customer was contacted on 11/1/2024 and advised that their account was being investigated and they would receive an email back once all the information was obtained and a resolution identified.
  
  The customer spoke with the Company again on 11/7/2024 and was advised that the account was still under investigation and Consumer Affairs would reach back out once a resolution was obtained and the account balance was validated. Consumer Affairs emailed the customer on 11/11/2024 advising that our initial investigation was still in process, and we would reach out again once the investigation was completed with the account information and billing details.
  
  Once the billing has been validated, the customer will have the option to set up an extended payment arrangement if they do not wish to pay the balance in full.
  
  Please let me know if you have any further questions.
  
  Thank you,

  A****
  Midwest Consumer Affairs

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I lived in in *** ******* ******* ** *** ** **** *** for fifty years & almost three months. I moved from that address on June 9th, 2024 I had all utilities shutoff the 26th of June 2024. I received my final bill from Duke Energy after that & it shows a $30.06 credit. I have tried numerous phone calls to them and it seems like it's like I am either getting a runaround or it's been falling on deaf ears. After fours months of patiently waiting I have received absolutely "zip" from them. And I know that it's been more than long enough for them to issue me my refund. Being on a fixed income for over twenty three years nowadays every dollar counts. Thank you & have a wonderful day. :(

  Business response

  10/25/2024

  Good afternoon,
  
  Our records indicate the customer’s first refund check was processed on 8/29/2024 for $30.06. A refund check does take 4-6 weeks to be processed and mailed to the customer; therefore, a new refund could not be issued within 30 days of the original refund. The customer was advised of this information on 9/24/02024 and 9/30/2024 when he contacted the Company requesting a new refund. The customer has not contacted the Company since.
  
  As the customer has not received the initial refund, a new refund check was issued as of 10/25/2024 in the amount of $30.06 with the original refund check being voided. The customer should expect to receive this within 4-6 weeks. Unfortunately, there is no way for us to expedite this process.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

  Customer response

  10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m a case manager I have a client that has been approved for an apt and needs utilities put in their name prior to move in there is an unregistered meter to this apt that duke need to add to their system I’ve been speaking with several reps in new construction and left several messages thru several reps to the supervisor Kelly who has stated a call back several would be done and she has failed to do this this is poor business on behalf of Duke as a whole this is delaying the process if a move in for my client which is currently receiving a section 8 voucher cmha has passed the inspection but the delay as stopped the process of moving forwarding

  Business response

  10/23/2024

  Duke Energy has reviewed the concerns. The complaint filer is not the Customer On Record or the customer trying to start new service, therefore, per company policy we are unable to speak with the filer regarding specifics of the account. The customer requesting service must add the case manager as an authorized user or give permission via phone call to speak about the account.

  It appears the case manager who filed the complaint, did not include the address where the customer was attempting to start service at. However, after further review, it was determined the customer did call in to stop service at their prior address and start service at a new address. The new address the customer requested to start service at is now active under a different name than the name provided by the case manager as of 10/11/24.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Duke Energy and ******** (Duke's3rd party payment system) is in violation of the Electric Funds Transfer Act. On Thursday September 26th I attempted to make a payment of $239 through Duke's phone payment system. There were technical difficulties that day so I went to pay online. Finally I received a confirmation number of payment. By Friday the 27th my bank confirmed not one but four payments of $239 were pulled and pending. Duke denied seeing this error and "that was that" on their end. By Monday the 30th Duke continued to deny the error that was confirmed pending from my bank account. After frustratingly speaking my way through incompetent employees the error was finally acknowledged. I thought this could be resolved. "Lo and behold" Duke employees cannot do anything, not a date or notification when the I.T. dept. Will get my money out of limbo. Duke's indifferent employees try to dissolve the blame by passing it off as my banks issue. U.S bank, however, has been extremely transparent showing the fraudulent transactions being held by Duke and ********. Unfortunately my bank can not dispute or stop payment until Duke accepts or denies the charges. My money is literally in Limbo, I cannot access the $700 plus dollars of My MONEY. I am extremely disheartened by this situation and the lack of care from Duke employees. The customer service and chain of command system is a disgrace to good business. The unfairness is disgusting, if I owed Duke a fraction of what was illegally taken from me I would be called, texted and emailed with threats of disconnection. Duke is allowed to take my money and I just have to WAIT. There was no one to make a formal complaint to. No one that tried to rectify the situation. All I recieved were patronizing I understand or i apologize in response to my complaints. I asked to be notified when the I.T dept found the "LIMBO" money, but was denied. Sadly Duke is the only game in town or I'd take my business elsewhere.

  Business response

  10/17/2024

  Duke Energy has reviewed the complaint that has since been corrected. The current balance of this customer’s account is $399.87 due 10/17/24 which includes a prior balance of $206.71 due 9/18/24.

  According to the company’s records this customer has made 3 payments that have posted to the account successfully within the past 6 months; 4/15/24 for $533.23, 6/27/24 for $448.56 and 9/27/24 for $239.00. There is no history of returned payments and currently no pending payments.

  After reaching out to the 3rd party payment vendor, ********, it was advised to the company that they were experiencing intermittent credit card payment issues on 9/27/24. This was a system issue that DE customer’s have not experienced in the past while using ********. ******** recognized the issue right away and resolved the issue for all customers effected within 72 hours. Any and all payments that were attempted multiple times and showing “pending” on the customer’s bank statement, were resolved and had fallen off of the account by 9/30/24. According to the customer’s bank policies, it could have taken 1-3 business days to see those funds released to the bank account.

  This issue has since been resolved and is not an ongoing concern. We apologize to the customer for any inconvenience this caused. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This has been an ongoing issue since the beginning of the year. It involves my gas/electric bill. Starting in January 2024 I received 5 bills showing a credit and 0.00 due. On 7/15/2024 $337.36 was withdrawn from my account with no prior notice so I stopped the auto debit from my account. Duke Energy customer service has no explanation as to why this happened. I have received several adjusted bills and was told during my last conversation with them that there would be 2 more adjustments so at this point I am not sure as to what I owe. I have always been on even billing and I have never had a problem with it. I have not been able to get anywhere with customer service at Duke Energy. I have filed a complaint with **** also.

  Business response

  11/14/2024

  Good afternoon,
  
  As part of the new billing system, choice customers undergo a soft move in/out process when they switch third-party suppliers. The customer had not received a bill because a potential error was identified, and a lock was placed on the account to prevent erroneous billing statements being issued. Despite our best efforts, it is impossible to eliminate human error or occasional technical issues with the Customer Information System (CIS). The account is set up on Auto Pay and on July 15, 2024, the system debited her bank account in the amount of $337.36. Unfortunately, at the time the amount was drafted, we were working on correcting the billing for this account and there were billable charges listed that had not been reversed. The last bill that printed in the system (but did not go out to the customer) had a due date of July 15, 2024, which is why the billable amount drafted. We continue to diligently monitor billing processes, learning from past mistakes to prevent their recurrence, as we did with our previous system. Our commitment remains focused on continuously improving our billing services to meet customer expectations and comply with regulatory standards. We apologize for any inconvenience this may have caused the customer.
  
  The company has made multiple attempts to speak with the customer but unfortunately, we have been unsuccessful. A voicemail was left each time we have called the customer to let her know the reason for our call along with a name and call back number. At this time, she has not returned the call.
  
  Thank you,

  Customer response

  11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Any messages that were left were updates until yesterday and I work late this week and have not been able to return the call to Brandy  I would like a copy of the bill/statement showing the 337.36 due that she said was generated but not mailed to me but the $337.36 was drafted from my account. 
  
  
  Regards,
  
  ***** *****
  

  Business response

  11/25/2024

  Good afternoon,
  
  The amount that was drafted was a portion of open billable charges that had not been reversed. We do not have a statement that shows that exact amount. I can provide you with what we have available, but the invoices were not accurate, which is why they weren't printed and had to be corrected. A lock was placed on the account to prevent erroneous bills from printing and going out to the customer but the due date on the invoice was not updated to prevent the account from pulling an automatic payment.
  
  Thank you,
  

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