ComplaintsforDuke Energy

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My power was out in July 2, and made a call for the service, they company sent out an technician just walk around the building and look at the one of the two meters that’s functional without actually figure out the other 3 phase meter was out of power from the meter. And then we called again on second and 3rd days same issue never fix anything. Thereafter I called again on the 5th trying to tell the customer service how urgent this issue is and the damage it has caused my business close for 4 days. Due to the careless of the customer service and technician it caused us lots almost $7000 for business sales. I was asking for a supervisor to help me to push it and help us to take care the issue, but the customer service won’t let me talk to the supervisor and kept saying the supervisor not available.

  Business response

  07/16/2024

  Duke Energy has reviewed the concerns and is able to confirm the issue has now been resolved.

  According to the company’s records, this customer 1st called on 7/2/24 at 10:24pm to report an outage. This customer explained the breaker connected to the restaurant was not sending any power, resulting in a partial outage. On the following day, 7/3/24, a tech had arrived on site by 5:00pm and identified the problem to be on the customer’s side and referred them to an electrician. By 7/4/24 this customer had called back to Customer Service to report an electrician had already been on sight and identified the problem to be a Duke issue. This customer stated they still had partial power and another trouble ticket was submitted. A tech responded to this ticket by 7:30pm and closed the ticket, advising the meter was working correctly. On this same day this customer called back again, advising they still had partial power and reported there are 2 meters on the premise this customer pays for. It is believed the tech that responded to the incident and closed the ticket due to the meter testing ok, had checked the incorrect meter, and ultimately delayed the restoration of power for a day. After it was determined there were 2 meters on sight at this premise; 1 fully operational and 1 that was off, not providing power at that time, another trouble ticket was submitted, and it was confirmed the power was fully restored by 7/5/24 at 10:30am. 

  After further review the company accepts accountability for the additional time this customer’s power was not fully restored, due to a field error when 1 of the 2 meters on site were checked. Information regarding how to file a claim for the revenue lost during the extended outage period of 1 day was going to be given by phone during an attempted phone call; however, the number this customer has on file is no longer in service. For information on how to file a claim this customer can call Customer Service.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Duke Energy sent me a bill on 05/31/2024 that i have attached and showed my April amount on the bill and the due date for $349.10 due on June 21. When I got online on 06/21 to make the payment it showed I had a disconnect and was kicked off my payment program. They stated I had to pay the full amount or lose electric. I have enclosed both bills for you to review they were wrong when they generated a new bill on 06/21 before I had a chance to make a payment

  Business response

  06/27/2024

  Duke Energy has reviewed the concerns. This account is scheduled for disconnection on or after 7/5/24. The balance on this account is $442.83. To avoid disconnection a payment of $267.59 is due immediately.

  According to the company’s records, this customer called to set up an installment plan on 5/9/24. At this time the balance on the account was $463.99 and a delinquent past due amount of $240.24 that was due on 5/2/24. This customer agreed to make a down payment of $232 by 5/10/23 in order to start the Down Payment installment plan. This was a 9-month installment plan for the balance of $463.99. The installment plan included 9 monthly installments of $29 + the current electric charges for each billing cycle. 

  The 5/13/24 bill was executed for service dates April 10th – May 9th and had a due date of 6/3/24. This bill had a previous amount due of $271.94 – the down payment made on 5/10/24 of $232. The installment plan balance of $231.99 was deferred to installment plan # ************ and this customer owed the $29 installment + the current electric charges of $214.80, totaling $243.80 due by 6/3/24. 

  There was no payment made on 6/3/24; however, the following bill was executed 5/31/24 for service dates May 10th – May 21st. This was a short cycled bill of only 12 days, with the past due amount of $243.80 + the $29 installment and the current electric charges of $76.30, totaling $349.10. Although this bill was executed before the previous bill’s due date, it did not kick this customer off the 9-month Down Payment installment plan. This customer still had the opportunity to pay the $243.80 by 6/3/24 for the installment plan to continue, however a payment was not made until 6/27/24 in the amount of $255.50. 

  Customers are only allowed 2 defaulted/cancelled installment plans within a 12 month period and this customer has exceeded that; however, due to the confusion of the short cycled bill, I was able to override another 9-month installment plan to cancel this customer’s current disconnect. The balance of $442.83 is now deferred in a new plan that consists of 8 monthly payments of $49.20 and a final 9th payment of $49.23 + the current electric charges each billing cycle. If the amount due is not fulfilled in full each billing cycle and results in the installment plan getting cancelled, it is possible another installment plan will not be allowed for up to 12 months. 

  The current status of this account states the previous balance is being set up on an installment plan that will be effective with your next bill. This customer can view this message online and will receive a new bill in the mail reflecting the details above. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Thursday, June 13th I was told by a rep that I would have to set up the payment plan over the phone at that time or I would not get the deal that I was looking. On Friday I speak with three reps. The first rep told me that disconnection from Duke changes every 24hrs which not correct, then I transfer to supervisor and she told me that Duke has four options for customers Two n money-down plans, the second option is 20% or 50%, and a final 175 option she told me that a manager is the only one that can do the second another no money down options. So when I was transferred to the manager she told me that she would not give me the no money option and I would need to pay a down payment with silly that this company wants someone to play for a payment plan when the customer was told there another no money down option for the customer.

  Business response

  06/18/2024

  Good morning,
  
  I have completed my review of the customer’s complaint regarding his request for a new installment plan on his account and being provided different information with each specialist he spoke with.
  
  The Complainant spoke with Customer Service first on 6/13/2024 regarding his account and was advised it was scheduled for pending disconnection due to a past due balance. He was advised that he is only eligible to reset an installment plan if he makes a minimum 25% down-payment on the account due the amount of previously removed installment plans with no down-payments required. He was advised that he may not receive the same quote if he waits and calls back. The Complainant then called back on 6/14/2024 about the disconnection notice and installment plan options and was provided the same information as before and that he only qualified for a minimum 25% down-payment installment plan due to the amount of previously removed agreements. The customer last spoke with Customer Service on 6/17/2024 and was advised that he was not eligible to reset a payment arrangement on the account with no payment down and that the pending installment plan for a down-payment of $438.96 would remain an active option while he investigated disputing his options.
  
  Our records indicate the customer has had 2 12-month payment arrangements, 3 9-month payment arrangements and 1 6-month payment arrangement all removed due to insufficient payments made toward the account within the last 12 months. The customer has since enrolled the account into a new 9-month payment arrangement as of 6/15/2024 through his online web account, which does require a minimum payment of $438.96 that is due immediately to finalize the setup of the new plan.
  
  Unfortunately, I was unable to reach the customer regarding his concerns; however, a detailed voicemail was left advising that the account information had been reviewed and no override can be provided to set up an installment plan without a down-payment due to the number of defaulted arrangements within the last 12 months. The customer was advised the option to pay 25% down, or $438.96, to set up the current payment arrangement is still valid and the only option available to reset an installment plan and to contact me if he had any additional questions.
  
  Please let me know if you have any further questions.
  
  Thank you,

  
  Amber
  Midwest Consumer Affairs 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to turn on service at **** ******** *** *********** **** ***** for multiple days. I own this property and rent it out. My tenant had the utilities taken out of their name effective 6/3/24. I called twice 6/3/24 and once 6/4/24 spending a minimum of 3 hours trying to get this account switched over. The first 2 times I called after repeated attempts to reach a different department by your customer service rep, I was told the 2nd dept was unavailable. I have had Duke accounts for 27 years. My account at my residence *** ******** ***** *** ********* ** ***** has been listed as ** ***** for 27 years. The account is set to autopay. The issue is that you have now implemented a system “requiring” that the new account ************ be listed in my full name as per my experion report. I strenuously object to this. I have an active account in my initials. I have always used my initials instead of my name. Why? Because I have always found that the level of helpfulness and respect for “ **” has been far greater than for “Linda”. I asked your associate how they handle deadnames for non-binary individuals and she (manager Rhonda in ******* location) stated that you had a form for that. So it is acceptable for a non-binary individuals to use their initials but not for me. That is very clear discrimination. Further social security numbers are clearly printed on the card “not to be used for identification purposes”. Every company that continues to use a ss number in this day and age of identity theft puts us all at greater risk and the process should be discontinued! The very fact that I have been your customer for 27 years and paid on time should immediately bypass the need for any further verification, period! I want this new account to be correctly titled as “** *****”. Every staff member that I spoke with also needs retraining. I was absolutely lied to by the manager that they could change the account once opened and then told no.

  Business response

  06/06/2024

  Duke Energy has reviewed the customer’s concerns and have the summary of events that occurred regarding it.

  According to the company’s records, this customer started calling to request the start of service at a new address on 6/3/24. At this time, the customer provided their initials and was placed on hold by an agent due to an identification failure, when attempting to start the service. This customer had to disconnect the call due to the wait time and advised they would call back. This customer called later that day, after normal business hours, to attempt the same request. They were then advised the department that does the additional identification verification is closed.

  This customer called for the 3rd time on 6/4/24 during normal business hours. During this call they were advised to please verify the same information they verified on the prior calls, to complete the start of service at a new address. Upon asking for this customer’s identification, they refused to provide their full name and advised the agent that it is illegal to use their Social Security Number for verification purposes and requested to speak with a supervisor. During the call with a supervisor, this customer was advised when they started service with our company, they provided their Social Security Number as a source of identification, which was why it was being requested of them to verify. During the call with the supervisor, this customer was also advised for a 2nd time, the system is not allowing the start of service due to an identification verification failure. After the supervisor consulted with the internal department to proceed with additional verification, it was advised to this customer they could not be identified properly by their initials. The customer stated they have used their nickname for 30 years and asked the supervisor how our company handles non-binary people. It was explained there are forms customers can request to fill out that still allows proper identification through the credit reporting agency our company uses to ensure their identity is verified. This customer then requested to speak with the supervisor’s supervisor; however, they were advised all supervisors were on calls at that time. It was advised to this customer that they can receive a call back or the supervisor on the call and proceed with the start of service. This customer chose to have a call back and proceed with the start of service. After attempting to proceed, the supervisor apologized for the inconvenience and advised this customer due to a new system and policy changes our company has undergone, they will need to provide their full legal name, in order for their identity to be verified. This customer chose to complete all verification requested, in order to verify their identity and the start of service request was completed. 

  After reviewing the account further, it was confirmed the request for this customer to receive a call back from an additional supervisor was attempted on 6/5/24. This customer was not able to be reached and a voicemail regarding the matter was left. 

  To ensure all information provided to this customer was correct, the supervisor of our Revenue Services department, who covers all Tamper, Fraud, Accounts Receivables, etc., was contacted regarding the request of this customer’s legal name. It was confirmed we must use customer’s legal names to positively identify the customer and ensure we have all correct information, as we no longer accept “nicknames” for a request to start service. It was also advised this customer can go online and change the identification source that is stored on the account if they no longer wish to verify their Social Security number. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello Sir I have been having serious issue with Duke energy with billing it does looks like they are running some kind of scam on gas charges. In the last two months we have not used any service in our team with leverages GAS but I see still some a single dollar usage for that they are charging service charges amounting to $48 - This has happened more than once. - al teast 4 times they collected similar kind of money. Here is the latest billing sample Duke Energy Delivery Service Delivery Fixed Delivery Service Charge $43.29 Usage-Based Charge 11.000 CCF @ $0.09915300 1.09 Gas Delivery Riders 4.29 Applicable Surcharge 11.000 CCF @ $0.00220000 0.02

  Business response

  06/11/2024

  Duke Energy has reviewed the customer’s concerns and have the summary of events that have occurred regarding them.

  According to the company’s records, this customer began calling Customer Service requesting assistance with his gas service in December of 2023. This customer called and requested his gas be turned off as a seasonal gas customer; however, each time a soft close was placed on the gas meter, the gas service would be reinstated and this customer would continue calling, to request the service be turned back off.

  This customer called and requested a refund for gas charges on 6/3/24. After further review, I was able to confirm, this customer’s gas meter was on a soft close and due to the gas usage being consumed at this premise, exceeding the allowed amount for a soft close, the gas service continues to be reinstated. On the phone call between this customer and Customer Service, this customer continued to advise he is not currently using gas. Once this customer requested to speak with a supervisor, the supervisor confirmed she will create a Service Order for his gas meter to be sealed; however, it was advised if the customer wants to narrow down what appliances in his home are using gas, he will need to hire a plumber or electrician. The supervisor also explained to this customer, due to there being gas consumption, no adjustments can be made on the account to credit the gas charges he has already been billed for.

  On 6/5/24 the Service Order to seal the gas meter was completed and on 6/6/24, this customer called Customer Service again to request his gas service be turned back on immediately, due to realizing his hot water heater ran off gas. Within 3 hours the gas meter was unsealed, and this customer will continue to be billed for gas. 

  Customer response

  06/12/2024

  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

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Duke Energy took a deposit of $350 to start service. Was told that would be credited to our bill in 1 year. Now they are saying that it won’t be returned until we decide to end service. That money rightfully belongs to me and I want it credited to my account as I was told would happen

  Business response

  05/30/2024

  Good afternoon,
  
  I have reviewed the account information and concerns of the customer. Security deposits are only applied back to the account after 9-12 consecutive on-time payments, or if the account is closed prior to establishing a good on-time payment history.
  
  Unfortunately, I was unable to reach the customer to discuss their concerns; however, a detailed voicemail was left to advise the customer that they have not established the required on-time payment history needed to have the security deposit released. The customer was advised of the criteria necessary to refund the deposit and that if needed, a payment arrangement can be set up on the current account balance to assist with getting the account current.
  
  Attached is the customer’s billing and payment history since service was started in the customer’s name.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 9 I attempted to pay my Duke Energy bill using their electronic system. The system took the total amount of my account ($936) instead of my regular payment of $173, which overdrew my account. When I called the company as soon as the office opened on May 10, I was told the payment could be reversed but it would take a couple of days and I should call my bank to let them know of the problem and see if they could reverse the overdraft fees. I called my bank, two overdraft fees of $34 ($68) were reversed. I also had to take funds from my savings account to put into checking as a precaution for future overdraft fees since the Duke Energy reversal would take a couple of days. On May 14, I called back to see where my refund was. I was told by the representative the form requesting the reversal had been sent. She asked what I was trying to pay, I told her $173. She said I would get the $763 returned to my account. On May 15th, I called to see why the reversal had not happened. The rep said he could see it had been requested but no action was taken.He understood the urgency of my request and transferred me to the department that handled this. I spoke with Diane who required me to again verify myself, even though the previous rep said that wouldn't be necessary. I asked to speak to a supervisor since Diane was unable to help me even though she said she all the notes. I requested a supervisor. She initially refused but finally agreed. Supervisor Brian came to the phone asking what was the problem. I asked if had the notes and told him I was awaiting my refund. He said he had the notes and that it was not possible to return any money once a payment had been made. I told him every rep before him said it was no problem, were they all wrong? He said the department that handles this said it is impossible to reverse. When I questioned that and asked for a supervisor, he refused, then said a superior would call me within 48 hours and I should call the PUCO. Noone has called me

  Business response

  05/17/2024

  Good afternoon,
  
  I’ve completed my review of the account information for the customer. The payment processed was done so directly by the customer through the automated system. She called customer service on 5/8 and the specialist advised her that because it was pending with the bank, there was nothing they could do at that time and that she’d need to call back after it cleared.
  
  The customer then contacted Customer Service again on 5/9 and they advised a ticket was opened to reverse the payment if possible and that their recommendation would be to contact the bank directly about reversing the payment instead, but that it could take 3-4 days to reverse on our end if possible.
  
  She then contacted Customer Service on 5/15 about the ticket and was advised that the ticket stated she would need to contact her bank for a reversal since the payment was made through the automated system. She then requested a supervisor who advised her there were no other updates on the account. She then spoke with a 3rd specialist on 5/15 who she advised that she was previously misinformed about the payment reversal being handled by Duke and requested another supervisor. The customer did escalate internally and was resolved with Consumer Affairs prior to the complaint being received.
  
  I was able to speak with the customer regarding her complaint. She was advised that after reviewing the calls, she was not definitively advised that we would be able to reverse the payment; however, was advised that before we could do anything, the payment would need to fully process toward the account. The customer was advised a ticket was opened with the billing/payment department to determine if we’d be able to reverse the payment once it cleared on our end.
  
  The customer was then advised that for the payment to be reversed, she would need to contact her bank directly and have them process an unauthorized transaction. She was also advised that once the payment was reversed and the balance reflected due again on her account, we’d reset her installment plan and waive the returned check fee as a one-time courtesy. I did apologize to her for all the confusion and inconveniences she experienced with her Customer Service interactions. I let her know that I’d keep an eye on the account and that our interaction would be noted on the account in the event she did contact Customer Service to follow up.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

  Customer response

  05/21/2024

  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

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled my service in early March and had paid a deposit that my last bill was not as much as the deposit so I got an email that they would be sending a check to my address with my address on the bill. Still no check. Haven't heard from them at all in any way so I contacted them for them to say I see what happened but not tell me what happened and then ask again for my address to have my check sent. Duke was going to keep my money because I'm only 19 and they didn't think I'd contact them for it!

  Business response

  05/22/2024

  Duke Energy has reviewed this customer’s concerns. The customer who filed the complaint is not the Customer on Record; however, I was able to speak with the account holder regarding their concerns.
  The company’s records show the customer had been requested a Security Deposit upon move in, 2/5/24, in the amount of $165.

  When reviewing the billing history for this account, it was determined the 1st invoice was printed on 3/12/24. This bill reflected the $165 Security Deposit request, electric charges for that billing period in the amount of $145.57, and a payment of $165 the customer made for the Security Deposit, prior to the bill being executed. Due to the Security Deposit being satisfied, the customer had a remaining amount of $145.57 for the electric charges, due by 4/2/24.
  This customer advised she called in early March to request a move out date of 4/8/24. Upon that request being made, this customer also paid the remaining account balance of $145.57 on 4/3/24.

  The account shows the final bill was executed and printed on 4/9/24, reflecting a credit of $-24.69. This amount was due to there being a difference between the Security Deposit request and the electric charges from the 1st billing cycle.   
  After reviewing this account’s call history, the company’s records show the only interaction record on file was an account note from our Online Chat Customer Service on 5/17/24. The interaction record noted the customer was inquiring about the account balance and was advised by the rep, a refund will be mailed to the last known mailing address, once all outstanding balances are satisfied. Although the rep advised this customer a refund would be authorized, the interaction record confirmed the refund was not processed as it should have been on 5/17/24, when the chat inquiry occurred. Feedback will be given regarding the refund process the rep failed to complete.

  As of 5/20/24 the refund has been processed successfully in the amount of $24.69 and as of 5/22/24 it has been accepted. The refund will be mailed via check on 5/23/24 to the mailing address on file and should be received within 5-7 business days. 

  Customer response

  05/24/2024

  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

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 05,2024 ***** * ****** and ****** ******** ***, has paid Duke 173.00 for Duke electric. Every thing in my our apartment that we are living in is all electric.. today is May 13,2024 at 1pm we receive a new Duke in the amount of 208.46. We belive that these amount aren't 100% accurate that we belive the unit May be tie with another tenant or Duke isn't getting in to read the electric meter we belive that our bill for Duke is being guesstimate and we are on a payment plan. We want our billing for Duke explain and we want to know why it being a extra 100 from the last bill to the bill we receive today on may 13,2024. . We want our billing caulated accurately. Not trying pay for someone else if it's tie to someone else unit or if it being guesstimate..

  Business response

  05/20/2024

  Duke Energy has reviewed this customer’s concerns. The customer who filed the complaint is not the Customer on Record; however, I was able to speak with the account holder regarding the concerns.
  The company’s records show a payment of $170.87 was made on 4/1/24 and a payment of $175.68 was made on 5/2/24.
  The payment of $170.87 was made and credited towards the invoice dated 3/11/24 for service dates Feb 8th- Mar 7th. This bill had an amount of $170.87 due 4/1/24, and the meter was read on 4/5/24. After the 4/5/24 meter read, the following invoice was printed on 4/9/24 for service dates Mar 8th – Apr 5th. This bill had an amount of $175.68 due 4/30/24. The payment of $175.68 was made after the due date on 5/2/24, but was still credited towards the 4/9/24 billing cycle, due to the next meter read date not being until 5/7/24. This customer’s current invoice was printed on 5/9/24 after the 5/7/24 meter read, for service dates Apr 6th – May 7th. The current bill has an amount of $208.16 due 5/30/24.
  After reviewing the account usage, the current bill for 5/9/24 increased by $32.48 due to an increase in usage. The previous bill from 4/9/24 had 865 kWh used, and the current bill from 5/9/24 had 1054 kWh used. This account is being billed based off of actual readings and is not being estimated. There are no additional charges being added, outside of the 9 month Installment Plan the customer requested to be set up on 2/7/24. This was a 25% down Installment Plan and is for a total balance of $539.28. The 1st installment paid was for $134.82 due 2/8/24, and all 8 remaining installments are $50.56 each month, plus the customer’s electric charges based on their usage.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Duke energy disconnected my gas service on July 7, 2023, for not having an inside pipe inspection on my gas lines. I have the physical notice that a Duke representative left on my door when they disconnected my service, saying they were disconnecting my service. This was not reconnected until October of 2023, and Duke continued to charge me not only for gas connection/delivery but also usage amounts, despite being fully disconnected from service. They claim this by giving "actual reading" for those months, despite the fact that the gas meter installed at that time was not remote and Duke did not have access to the meters to read them. This was $31.26 in Fixed Delivery Service Charge and $16.xx in Gas Delivery Riders for each of the three months service was disconnected. Separately, Duke has been charging me an "AMI Opt Out Fee" since August of 2022 despite never opting out of anything. This was $30 each month with the exception of August 2023 which was mysteriously $35. This was apparently to change meters that they wanted to come into my house for while still under a CDC public health emergency. When I had them reconnect my service in October 2023 and go ahead and replace my meters, they apparently elected to only change my gas meter and continue charging me $30/month for the electric meter.

  Business response

  05/29/2024

  Duke Energy has reviewed this customer’s concerns. The current status of the account is a balance of $276.99 due 5/22/24 and a delinquent past due amount of $152.37 that was due 4/24/24.

  The company’s records did not indicate a gas disconnection on July 7th 2023 as stated by the customer; however, after speaking to the Gas Inside Pipe Inspection team, it was confirmed the services were shut off from 7/7/24 – 10/2/23.
  When reviewing the account further it was determined the customer was charged both estimated gas and electric usage during this duration of time. This customer had both estimated gas and electric charges due to having an electric Non-AMI meter, and having a non-activated module on the gas meter, which prevented the company from receiving remote reads.  This also resulted in the customer being charged $30 monthly for the Non-AMI Opt-Out fee. All residential customers are charged this monthly amount If they do not have an AMI remote electric meter. These meters are marked as hard to access on the customer’s premise and there were several Service Orders scheduled to have these meters exchanged throughout the period of 4/22/22 – 4/11/24. The Exchange Order did not successfully get completed for gas until 7/23/23 and electric 4/11/24.

  After further review, it was discovered the customer was charged gas usage for the duration of time the services were shut off due to failing the Inside Pipe Inspection. This was caused from estimated reads and has now been corrected. A credit of $-237.58 will be applied towards this customer’s gas balance for service dates 7/7/23 – 10/2/23. The customer has also been charged Non-AMI Opt-Out fees for the duration of time the electric meter was unable to be exchanged. Due to the customer having an electric AMI meter as of 4/11/24 he will no longer be charged the $30 Opt-Out fees. The most recent invoice is for service dates 3/28/24 – 4/26/24, therefore on the following invoice, the customer will no longer see this charge being billed.

  Customer response

  05/30/2024

  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,
  
  *** *******
  

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