ComplaintsforDuke Energy

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Duke energy sent me a bill of $606.66 for for 2 months bills. I never missed any payment but they told that they had a system glitch and omitted to send me one month bill which resulted in 2 months bill. The other issue I have with duke is that I called them to have service disconnected because I was moving into a new place which never happened. I called to find why am I getting a bill from my previous place just to find out that the account was never closed. I know that the agent told that our call was recorded but for some reason they didn’t have a record of me requested that. Now I’m stuck with $900 bill that I’m not aware of.

  Business response

  05/01/2024

  Duke Energy has reviewed the customer’s account. The customer called in to start service at a new location on 2/29/24. During that phone call the customer service agent asked the customer if they would like to have the current service taken out of their name on any certain date, and the customer advised us they would call back at a later time. Duke Energy cannot locate any other phone calls to take the service out of their name at that location until 4/24/24. The customer is responsible for all charges until they requested to have service taken out of their name.
  
  As for the billing, the customer received a bill in January for the usage from Dec 8- Jan 9 for $302.24. We received that payment on 2/12/24. In February there was a billing delay, so a bill did not go out. The usage from Jan 10- Feb 8 was added to the next month’s bill and sent in March with the usage from Feb 9- Mar 8. The customer then owed a total amount of $606.66 due 4/2. The customer owed $355.97 for the usage from Jan 10- Feb 8 and then $246.15 for the usage from Feb 9- Mar 8.
  
  On 3/20/24, the customer set the account balance of $606.66 up on a 6-month payment agreement. They currently owe $310.98 due 5/1/24. This account is no longer active in their name.
  
  The customer currently owes $240.14 due 5/17/24 at their new service address. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duke has not read my meter in over 7 months. They can only tell me I have an open IP ticket in the IP department and have spent hours every month only to her apologizes for not being read originally I tried to get Energy Harbor rates (as recommended by ******** ********) but Duke refused transfer because my late husband’s name was on account. Resolved that with Duke but was never transferred. As an elderly widow, I have addressed this monthly with a lot of stress resulting in no answer.

  Business response

  04/26/2024

  Good afternoon,
  
  Our records indicate that an error was identified with the enrollment of the customer’s new third-party supplier; therefore, a lock was placed on the account to prevent erroneous billing statements from generating while the pending enrollment issue was fixed.
  
  I was able to speak with the customer regarding their concerns and advised that we unfortunately do not have an estimated time of when the account fix will take place; however, once the account is fixed and the billing is generated, an extended installment plan can be set up on the account balance if necessary.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I originally contacted duke3/24 because my power was off. Cancel me to a person with the same name in ******* open up a new account and Duke thought it was me and it wasn't. After long time on the phone proving my identity that they just wiped/cancel me out without my knowledge. Duke restored my power restored- Very odd. How all the prompts you go thru to identify yourself how this could have happened. No one had an answer. On 4/4 my branch banker noticed that 2 unauthorized payments were taking out of my checking account on3/4 -148.54 and 4/3-93.63. We contacted the bank and Ms. Antenese asked for branch banker to send over an account transaction detail, and she was going to forward everything on and I should receive my money in 5-7 days if you don't receive your money by then call ###-###-#### and speak to someone in residential complex. I waited no money in my account, so I called 4/15 and to numerous reps which put notes in got a supervisor Carrie who ask for the account transaction report again because she claim she didn't see if from 4/4 and expedite to billing she was going to call me back-didn't 4/16 spoke to numerous reps again and but Teresa last one I talked to was in process, completion done by end of today & the amount would be hitting my account on 4/17-it didn't. 4/17 called talked to Terri now- payment/billing asking for a statement with my acct# I have provided these them what they asked, no one has reached out to me for their wrong in which I believe they're stalling for their wrong in the beginning for closing my account. This is fraud because I never authorized those payment to be sent to ******* and bank fraud. I would like to get my money and b compensated for these 2 horrible actions made by duke. My duke account is ************* and the ticket # that Teresa gave me yesterday is ********** that says that is was investigated, completed and my money will be hitting my account toady in which - that hasn't happened. Thank you, ******** ** *****

  Business response

  04/22/2024

  Duke Energy has reviewed this customer's concerns. 
  
  The Company's records indicate that the customer has contacted Customer Service regarding the misapplied payments, and in order to complete a full investigation, the Company is requesting a detailed transaction sheet, which should include the full banking details, including the customer's full name, address, bank account number, date/amount of payment(s), as well as the Duke Energy account number that the payment(s) applied to on the statement.  The documentation that was received was not able to be approved, as it did not include all of the correct information.
  
  Once the documentation is sent in, the review time is 24-48 business hours.

  Customer response

  04/22/2024

  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.
  
  Regards,
  
  ******** *****

  4/22/24 customer called stating she's talked to several people at Duke and all of them have told her the information she has already submitted should be sufficient. She is reluctant to provide complete account numbers and other details due to the fraud etc. issues in the past with her account. Please advise.

  Business response

  04/23/2024

  Duke Energy understands this customer’s concerns and apologizes for the inconvenience this may have caused. 
  
  After reviewing this issue with the Payment Help Team, the documentation that was previously submitted cannot be accepted.  To better assist this customer, the Company requests that the customer provide a copy of their bank statement providing a complete name and address of the account holder.  The Company needs this information in order to verify that this is, in fact, the customer’s bank account.  The documents can be faxed to ###-###-####. 

  Customer response

  04/23/2024

  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.
  
  Regards,
  
  ******** *****

   

  due to the circumstances and fraud and identity done by Duke energy the only way I would send my bank statement which now asking for a statement  when before it was an account transaction detail report so now which one is it. The only way I would send this STATEMENT is I block off my checking account # but the last 4 of my checking account I will provide and block off all other transaction and just leave the 2 accounts showing duke took unauthorized money out of my acct. AI don't feel comfortable with me giving them full access of my full account and other transactions.

  Business response

  04/24/2024

  Duke Energy understands this customer’s concerns with their personal information shown, but this documentation is being requested to identify the information is correct.  It is a normal process that is routinely done to better assist customers.  The customer does have the option to black out or white out any other transaction on their bank statement, which would then only show the transaction(s) from Duke Energy.

• Initial Complaint

  04/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have had a terrible time regarding the billing for my utilities. I have been calling since March as I am not receiving a bill each month. I was told several different stores. First I was told a bill would generate once I used up all the credit balance on my account. Then I was told to just wait. I called back and then apparently some ticket was open as my account is not generating a bill all of the sudden. I have continued to make payments as I know they will eventually SLAM me with a HUGE bill. Yesterday now my apartment complex is send me letters with a bill they received from Duke Energy for the past two months. The account number on the bill is not my account number. I have made no changes to my account, asked for my gas to be turned off or any changes at all. I do not understand what is happening and why I keep being told to wait up to 60 more days. Is it too much to get my bill and have it correct? The customer service agents do not care and just try to get me off the phone. Yesterday I demanded a supervisor and got transferred to a residential specialist. This agent told me the same thing basically and I just needed to keep making payments until this issue was resolved. I am blind and disabled and don't want to wake up one morning with no power. My apartment complex is reminding me that I am responsible for having utilities in my name. I have lived her for over 4 years and pay my bill. What is going on and why can't this be fixed. I even paid a deposit on the account when I opened it. That amount has not been returned or credited either. I have attached the bill that Duke sent to my apartment complex. The number at the top is not my account number. My account number is written in below. HELP PLEASE!

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duke Energy employees were banging on our door before 8am on friday, april 5th, 2024. This is not reasonable and constitutes harassment.

  Business response

  04/12/2024

  Duke Energy has reviewed the customer’s concerns. We did have a crew out to the customer’s property at approximately 8 am on 4/5 and they knocked on the customer’s door. They were seeking the customer’s permission to inspect the pole line next door to his house for removal. The pole line is on his property and used to feed his barn in the rear of the property. The customer asked why we were out there and we supplied him with all the answers to his questions. We were only on his property for approximately 5-10 minutes.
  
  Vegetation work is planned to be completed Monday 4/15, to allow us room to complete the removal of the services. A voicemail was left for the customer with this information. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** ****** ** **** is my gas supplier. I don't want them to be my gas supplier. I never requested them to be my gas supplier. Automated Duke Energy customer service menus do not address this issue. I have been on hold for 1 hour and counting. Frustration and lack of options is why I am filing this BBB complaint.

  Business response

  04/03/2024

  Good morning,
  
  The company has reviewed the account for the customer and our records indicate that ******** ****** **** *** has been the gas supplier on the account since November 24, 2021, through the Customer Choice Program in Ohio. The customer requested to drop ******** ****** **** *** as their gas supplier on April 1, 2024, which will take effect on April 25, 2024.
  
  Thank you.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to get answers as to why it is taking over 1 year to give me the final results of the adjustments. I have been requesting a copy of my monthly Duke Energy bills and no representative can supply me with any answers. I always here that they will get back to me and no one does. I am on an installment plan and can't afford be be set up on another one. I need some closure on this situation. Thank you! ***** *******

  Business response

  04/11/2024

  Duke Energy apologizes for the delay in responding on this customer’s matter; however, the issue has been resolved.
  
  There was a lock placed on the account to confirm the billing was accurate with the supplier charges.  Unfortunately, an issue occurred, and IT had to get involved.
  
  Due to this, the account is no longer enrolled in the Installment Plan that was recently created.  The balance on the account is $2,196.08 due 5/3/2024.  The customer should receive the new invoice within the next few days.  Once received, the customer can contact Customer Service to set up an extended Installment Plan, if they wish to do so.
  
  The customer also has the option to view invoices online at duke-energy.com by logging into their online account.  If the customer does not have an online account with Duke Energy, they have the option to enroll in one.  If the customer does not wish to enroll with an online account with Duke Energy, and they would like to have physical copies on monthly invoices, then they will need to specifically request which month(s) they would like, and those can be sent out.
  
  Please let us know if there are any questions or concerns regarding this matter.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Duke Energy is attempting to collect payment for services for the address of 8** ******** *** ********** **** for the month of September/October of 2023. The problem I have with this is that **** ***** ***** had already evicted us from the property and we had been gone from the property since the beginning of April of 2023. The eviction went to court, and although I had all documentation rent had been paid, eviction occurred and we left the premises. I had called Duke Energy at the beginning of April to inform them we would need services stopped, but they say they have no record of my phone call. I DO however, have eviction letter which I will include in this complaint, and I have record of bills since then at the new addresses where we have been since. If you can help us, it would be greatly appreciated. Duke Energy has now turned the bill into collections, and we are trying desperately to repair our credit.

  Business response

  03/28/2024

  Duke Energy reviewed the customer’s account. We have no record of the customer calling to disconnect the service. We also searched for any calls from the customers phone number in April and could not locate any calls. Unfortunately, because the customer did not request a disconnection of the service, they are responsible for the charges until the service was taken out of their name. The current amount owed is $245.23. 

  Customer response

  04/03/2024

  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.  WE WERE NOT ON THE PREMESIS OF *** ******** AFTER APRIL 2023 AND WILL NOT BE PAYING THE AMOUNT OWED BY **** ***** *****. DUKE ENERGY THINKS THEY CAN GET AWAY WITH RIPPING PEOPLE OFF BECAUSE THEY ARE THE ONLY ELECTRIC COMPANY AROUND, BUT I WILL NOT BE RIPPED OFF BY THEM, AND I NEED YOUR HELP, PLEASE!!!!! 
  
  Regards,
  
  ***** ******
  

  Business response

  04/03/2024

  We apologize for the inconvenience, but since the customer did not contact us and request the service be taken out of their name, they are responsible for the charges. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 5 I looked at my Duke bill and it states that I owed $360 and I have only been living here since January 4th the meter online in the duke energy system say my meter is 7849 and that is incorrect. MY METER IS **** I called and they said they would send someone out on March 8th no one came and I called they lied and said someone did come and they were still investigating. I then got another bill for $580 for the same incorrect meter and a disconnection notice, I keep getting the run around at duke I’ve talked with 10 people and the issue is still not fixed and I am yet getting billed.

  Business response

  03/26/2024

  Duke Energy reviewed this customer’s concerns.
  
  The customer first contacted Customer Service regarding this issue on March 7, 2024.  At that time, an investigative order was submitted.  These types of orders can take up to 30 days to complete.
  
  On March 20, 2024, a technician visited the property to conduct an investigation and to determine if the account in question is being billed incorrectly.
  
  During the field site visit, the customer was present when the technician was on site, and it was discovered that meter# *** *** *** is registered for **** * ******* *** ** ** *, which supplies power to that unit and a light in the basement.  Also, during this visit, it was found that the electric meter bases were not marked on premise, so the technician marked both meter bases to avoid any confusion in the future.
  
  After conducting this investigation, it has been determined that the meter being billed for this customer’s account is accurate.  There will not be any changes made.
  
  The account balance of $563.69 was recently enrolled into a 9-month Installment Plan, so at this time, there is nothing due.  Once the meter is read on 4/11/2024, a new invoice will generate, which will include the monthly installment for the active Installment Plan.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A subcontractor for duke who trims the power transmission lines using helicopters dropped large limbs and debris onto my property during their servicing of the lines. I was informed by the crew at the time that they would be back within 25 days to cleanup the debris which they failed to do. A phone call to customer service today informed me that Duke is not responsible for cleaning up after their work, however the limbs fell in a maintained portion of my yard which Duke has an easement on. I understand if the debris was small, but this is not: there are limbs which are 3-6" diameter plus a lot of smaller debris. Im not asking for them to groom my yard, but fulfill their responsibility to clean up after themselves during their operations. Every other crew which has been on site to fell large trees has cleaned up after themselves, and even crews which did light trimming at least stacked and slashed their brush piles. If Duke fails to remove this debris from my property, they will no longer have access via my property to access their easement, and will need to remove guardrails lining the road or cross the hilly terrain and creek to maintain their easement from here forth.

  Business response

  03/19/2024

  Good morning,
  
  Our records indicate that the customer was provided inaccurate information from Customer Service regarding the removal of debris after routine line clearing was completed at the property. Feedback has been sent to the specialist’s supervisor to address the correct information and scenarios for when the Company does not clear debris from a customer’s property.
  
  The Company’s vegetation management department did reach out to the customer regarding his concerns and was able to have a crew dispatched to the property the same day to have the debris cleared.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

  Customer response

  03/22/2024

  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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