Complaints

This profile includes complaints for Duke Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Duke Energy

  EA 025 149 E 4th St PO Box 960 Cincinnati, OH 45201-0960

• 

  Duke Energy

  EA 025 149 E 4th St PO Box 960 Cincinnati, OH 45201

• 

  Duke Energy

  424 Gest St Cincinnati, OH 45203

• 

  Duke Energy

  593 Todhunter Rd Monroe, OH 45050

• 

  Duke Energy

  PO Box 960 Cincinnati, OH 45201-0960

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a a fixed billing in the amount of 129.69 from 3-14-21 thru 10-11-21. The last bill I paid was on 10-07-21 in the amount of 129.69. I sold my home at **** *** ***** and moved to my current address. I filed for change of address with the postal service and all my mail has been forwarded to my current address. On 6-16-22, I was contacted by ****** * ********** out of ****** *******. The agent I spoke with was named "Angie". She informed me that she was attempting to collect on a bill from Duke Energy in my name in the amount of almost 700 dollars. Duke Energy has had my phone number for the entire 6 years I was at **** *** *****, and I have had said phone number for almost 10 years to date. Yet, I never received a single call from them in regards to this alleged unpaid bill. Instead they send ****** * ********** my contact info and mind you it was bad info ***** **** **** ******* ********* *******) is the address they gave ****** for me. My address is **** **** **** ******* ******** *******. I never was late, nor did I never pay a bill I owed Duke Energy. I was nothing but a good customer and paid my bill in full every month for the duration that I utilized Duke Energy at **** *** *****, ********* *******. To be told 7 months after I had moved by a collection agency that I owe Duke Energy 700.00 dollars due to a prorated fixed billing program is beyond ludicrous. Especially, considering Duke Energy has "no one " you can speak to in regards to fixed billing to explain what the alleged charges are. I feel like Duke Energy scammed my wife into agreeing to a fixed billing, without explaining all details of the fixed billing. Furthermore, when I called to disconnect service there was never any mention that their would be a "penalty" shutting service off because of the fixed billing. Duke Energy is scamming customers by not being up front in regards to their fixed billing, especially when they have provided not one piece of paperwork on this charge.

  Business Response

  Date: 06/22/2022

  The customer was enrolled in our fixed bill program. This is a voluntary program that only certain customers are eligible for and they must be sent an offer by the company. The customer was sent an offer for fixe bill in fall 2020. In the fixed bill offer, there are the terms and conditions on page 2. In the terms and conditions it states:
  
  3. Removal from the program:
  A. Move from Current Residence. If customer has moved from his or her current residence so that there is a tenant change before the 12-month Service
  Agreement period expires, Company will calculate what the customer would have paid under Standard Residential Tariff, including applicable riders
  during the FixedBill Service Agreement period. If the customer has paid less than Standard Residential Tariff, the customer will be charged the
  difference. If the customer has paid more than Standard Residential Tariff, the customer will not be credited with the difference. There will be no
  Administration Fee applied to these customers.
  B. Delinquent FixedBill Payments. If a customer becomes delinquent in the FixedBill payments, Company will follow standard procedures for Standard
  Residential Tariff customers. If customer enters into a payment arrangement plan or is disconnected for nonpayment, customer will be removed from
  the FixedBill Program, and Applicable Removal Charges will apply.
  C. Increased Actual Usage Over Expected Usage. If customer has actual usage for any month that is 15 percent greater than expected usage, then
  Company has the right to re-price the FixedBill amount for the customer based on the updated usage information. If the customer does not accept
  the new FixedBill amount, then customer will be removed from the FixedBill program, and Applicable Removal Charges will apply.
  D. Customer Voluntary Removal. If customer chooses to leave the FixedBill program prior to the end of the 12-month Service Agreement period,
  customer will be removed from the FixedBill program, and Applicable Removal Charges will apply. After the end of the Service Agreement period,
  eligible customers may choose to enter into another 12-month FixedBill Service Agreement or return to Standard Residential Tariff. In either event, no
  Applicable Removal Charges will apply.
  E. Estimated Meter Reads. If customer has two or more estimated meter reads during the FixedBill Service Agreement period where the meter reader
  was unable to gain access to the meter, then the customer may be removed from the FixedBill program, where Applicable Removal Charges will
  apply.
  F. Other Reason. If customer leaves or is removed from the FixedBill program before the end of the Service Agreement period for any other reason,
  Applicable Removal Charges will apply.
  4. Applicable Removal Charges. In items B through F above, Company will calculate what customer would have paid under Standard Residential Tariff,
  including applicable riders during the FixedBill Service Agreement period. A customer who has paid less than Standard Residential Tariff will be charged
  the difference. If the customer paid more than Standard Residential Tariff, the difference will not be credited. In either case, the customer may be charged
  an Administration Fee of $50 and will be returned to the previous Standard Residential Tariff.
  
  Since the customer ended service before the end of the 12 month fixed bill program, they were billed the balance of what they would have paid had they not been on fixed bill. The final bill amount is $679.22 and a late fee of $20.19 was added because payment was not received by the due date. The final bill was mailed to the final mailing address the customer provided.

  Customer Answer

  Date: 06/22/2022

  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,
  
  ***** ******
  

  Customer Answer

  Date: 06/22/2022

  1st off there still have a no break down on how they arrived at the amount for my final bill. 2nd, so am not the person whom signed up for the fixed bill pay, as my ex wife did it. I want a true itemized break down on the bill, which I am entitled too. 

  Business Response

  Date: 06/23/2022

  We have attached a spread sheet showing the billing dates the customer was on fixed bill, what the kWH usage was, what they would have been billed if they were not on fixed bill, their fixed bill charge, and the difference of the 2. The difference was $585.40. These amounts are also shown on page 3 of each monthly bill. We have also attached copies of all the bills while they were enrolled in fixed bill.

• Initial Complaint

  Date:06/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was getting ready to move to my new apartment, so I called Duke Energy to get my services switched over to my new place. So I got all of that situated and a month later, I saw Just Energy pop up on my Duke bill. So I called them to see why they were popping up on my bill when I never agreed to enroll with them. They said that I agreed over a phone call with them to enroll with them when I was getting my Duke Energy services switched over. That is absolutely false to my recollection. I remember telling the gentleman that I spoke with, that I was not interested in their services. I expressed that to them and I was told that they would conduct an investigation on the matter and get back to me since all of their phone calls are recorded, that should be a easy fix. That was on April 14th of this year. I never heard back from them and I’ve called 3-4 times in this two month time period trying to get an update on the investigation. I was met with they are trying to get to my order but they are currently backed up. The last time I called, I spoke with a supervisor and told her that I would give them a week, and that if I don’t hear back from them in that time period, I will be reporting them to the Better Business Bureau. I didn’t see any type of urgency in them trying to fix my solution. I had to cancel the services that I had with them in which I didn’t sign up for, and they would fall off my Duke bill in the next two billing cycles. I feel like the money that I had to pay for them showing up on my bill should be reimbursed to me and then some, since they took my information and enrolled me in their services without my consent. Then they don’t even try to fix the problem in a timely manner like they don’t care at all. Please help me with this situation. I don’t want to take it to court. I just want the situation resolved and the money reimbursed to me. Thank you so much!

  Business Response

  Date: 06/20/2022

  We have reviewed the customers account. The customer started service at this address 2/4/22. The customer was enrolled with a choice supplier 2/5/22. Duke Energy does not enroll or promote choice suppliers. The customer would have been enrolled by the supplier. Suppliers will call customers, come to their homes, and send post cards to get customer’s to switch. The customer has canceled their enrollment with the supplier and returned to Duke Energy as of their meter read, 5/18/22. We apologize for any inconvenience.

  Customer Answer

  Date: 07/07/2022

  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.

  Hello I am extremely sorry but I am responding to a complaint I had with you guys that I forgot to respond back too. The ID number was #********. You guys closed the complainant due to my lack of response in a timely manner and I truly apologize for that. I still need your help due to the response by Just Energy that reads “ We have reviewed the customers account. The customer started service at this address 2/4/22. The customer was enrolled with a choice supplier 2/5/22. Duke Energy does not enroll or promote choice suppliers. The customer would have been enrolled by the supplier. Suppliers will call customers, come to their homes, and send post cards to get customer’s to switch. The customer has canceled their enrollment with the supplier and returned to Duke Energy as of their meter read, 5/18/22. We apologize for any inconvenience.” That response from them isn’t resolving my problem whatsoever. I have an outstanding balance on my Duke Energy account due to them enrolling me without my consent. I would like the amount that Just Energy charged me for the first month that they popped up on my bill along with the previous two months that they continue to stay on my bill after canceling enrollment reimbursed. The message that they sent you guys makes it seem like I agreed to enroll with their services and that is not the case! That is the whole issue at hand. Please help me because the money I owe Duke Energy I will pay for the Just Energy portion only if Just Energy reimburses me the money that they say I owe them.  Billing Adjustment

  
  
  Regards,
  
  ******* *****
  

  Business Response

  Date: 07/12/2022

  This complaint has been sent to Duke Energy. It appears as if the complaint is meant for the supplier. Duke Energy cannot remove the supplier charges. 

• Initial Complaint

  Date:06/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had canceled my electric service on January 29th, 2022 because I was moving out of my apartment. Using Duke's website, I clicked the "Stop service" option under my account. I entered my intended move out/service stop date of 2/14/2022. I received an automated email that my request to stop service had been received. The following month, at the end of February, I was billed for the entire month. When I contacted Duke, they said since I had not contacted via phone, my request had not been fulfilled and service hadn't been stopped. I continued to call for the next 4 weeks several times a week inquiring the status of my service and the refund, of which I was not given an amount. I was billed yet again for March. They finally managed to stop service and listed a refund of $72.07 as the amount I would receive via a check in the mail. I gave them my new forwarding address over the phone and I was given a 6-8 week estimate to receive the funds. I received notice of the refund amount via mail dated March 28, 2022. As of today June 13 2022, nearly 3 months later, I have not received a check nor a debit transaction in my checking account. When I contacted Duke to ask where my check was, they confirmed the shipping address they had on file, but said the check must have "gotten lost" or gone to the wrong address since I didn't give them an abbreviated street name. I asked when I should expect to receive the check, and the representative said she "didn't know." I questioned how she could not give me an estimate, then she suggested 4-6 weeks, but she wasn't positive. My multiple requests to speak with the available supervisor in order to reach a different solution were denied. They could not give me a solution other than having me wait an indeterminate amount of time again hoping they send the money. A priority check or a debit to my checking account which I used to pay my bills was not even considered.

  Business Response

  Date: 06/15/2022

  Good morning,
  
  I have reviewed the account information and concerns of the customer regarding their refund check.
  
  Our records indicate a refund check was mailed on 4/4/2022; however, the customer did not receive that check. On 6/14/2022, the customer contacted Customer Service and spoke with several representatives and supervisors and a new refund check was issued. The customer should receive that within 7-10 business days dependent on the postal service delivery.
  
  Unfortunately, Duke Energy does not have the option to expedite a refund check and the only time a refund can be sent by ACH back to the customer’s checking account is if they are enrolled in the Company’s AutoPay program for that specific account after the conversion to the new billing system.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs Specialist
  Duke Energy

  Customer Answer

  Date: 06/23/2022

  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.
  
  The check was received today. I would advise Duke to reconsider their current process of handling customer refunds, as I could have saved dozens of hours and frustration with the proper handling. Customer service was generally unknowledgeable and uncaring towards me. I had to really push in order to hear from a supervisor's manager, and only then did they finally sent me what I was due.
  
  
  Regards,
  
  
  ****** *****
  
  

• Initial Complaint

  Date:06/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My power went out around 6:10pm. I found that a tree had fallen on a power line resulting in the power loss. Only half the people on my street had a power outage, approximately 22 people. Reported power outage to Duke and received text message that power would resume at 10:45pm. I drove around looking for service trucks within a five mile radius and did not note a single truck in the ******* area. At approximately 9:00pm, I called Duke back in attempt to get an update and assure they located the fallen line. Erica, the customer service representative said she had no update and the power outage could continue for an indefinite period of time. She explained only dispatch would know. I requested to speak with dispatch but Erica reported she could not share the number. I asked to speak with Erica’’s supervisor and was placed on hold for 3-4! minutes. 3-4 minutes later, Erica reported that her supervisor, Erin or Aaron could not speak with me and could not provide an update. In addition, the supervisor labeled the mater as a “natural disaster” and she could not provide additional information. I asked for Erin/Aaron and Erica employment number, but Erica said she could not release that information because it was private. I explained I was not asking for a last name or anything that could possibly put them at risk. She explained she could not release. The employment numbers. I asked if this was Duke policy. She could not answer the question. I explained I would be filing a report with the BBB for failure to provide service and failure for both employees to identify themselves as Duke employees.

  Business Response

  Date: 06/15/2022

  Good morning,
  
  I have reviewed the account information and concerns for the customer regarding their recent power outage.
  
  The customer’s outage was just a small portion of a much larger weather event that swept through the Company’s territory causing widespread outages. The customer did speak with the local Electric Operations Supervisor regarding his concerns and was advised in detail the steps they are required to take when dealing with a large weather event. Unfortunately, the customer was still dissatisfied because he and his family had to get a hotel room for the evening.
  
  The Company works as quickly and as safely as possible to restore our customers. With the extent of the damages in a lot of areas, it does take time to get the equipment repaired and/or replaced if necessary. Our service people have been working around the clock to restore everyone. Our customers also have the option to enroll in an outage notification, so anytime there are updates to their specific outage, they will get an automated voice message, text message, or email advising of the situation.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs Specialist
  Duke Energy

  Customer Answer

  Date: 06/15/2022

  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.

  * I am still without power and my family has had to relocate.

  * This has been an issue for 20 years. Neither Duke or the previous provider has addressed the issue of burying the lines to prevent reoccurrence.

  * I spoke with Erica, not Erin, the supervisor.  Erin did not take the time to speak with me.  Neither individual would provide their employment number for this complaint. Stating I spoke with a supervisor is false information.  The conversation was recorded by the provider.  

  * It states service personnel have been working around the clock.  This seems more of a staffing issue.  
  
  * My neighborhood has several elderly people who are medically fragile.  Duke has shown a continuous disregard for their safety

  ***I will say that Todd J**** was the only staff that cared to keep me informed about the proceedings 

   

  Regards,
  
  **** *******
  

  Business Response

  Date: 06/21/2022

  Good morning,
  
  I have reviewed the customer’s account information again and he has been provided a 10-year outage history for his location. The last storm he was subject to was due to a tree taking down a conductor on the transformer. Due to the extent of the damages and widespread outages throughout our territory, most repairs were complex, and some required completely new equipment.
  
  Due to the placement of the customer’s service entrance on the rear of his lot, it makes access more difficult. It is also surrounded by a tall stand of trees, which have caused majority of the issues at his property. The trees on this circuit were trimmed in 2021.
  
  The customer did speak with our Area Operations manager several times, who explained the situation in length and detail. He was also advised of the process by which we restore our customers and the number of outages we were working at the time of this storm event. Unfortunately, the customer was not satisfied in the responses he received, but we were able to get him restored.
  
  Please let me know if you have any further questions.
  
  Thank you,

  
  Amber
  Midwest Consumer Affairs Specialist
  Duke Energy

• Initial Complaint

  Date:06/13/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our May 2022 bill had an error for the 'Previous reading on March 24'. It should have been 90116 (see Actual reading on Mar. 24 in Duke bill dated March 28, 2022-attached) and NOT 70441. So instead of a bill of around $2000 we had a bill of over $16,000. I have called numerous time (call log attached) but no action from Duke. I made a payment of $2500 las week so there is no late payment while this mistake (in Duke's billing) is fixed by them. This is extremely frustrating and a waste of time for us! We request Duke Energy to fix this ASAP.

  Business Response

  Date: 06/17/2022

  Good morning,
  
  I have reviewed the account information and concerns regarding the customer’s most recent billing statement.
  
  Recently, the Company went through a new billing system integration which presented a defect with estimated meter reads, where there should have been an actual meter read. This resulted in inflated billing being sent to the customer.
  
  Our billing department has corrected the meter reads to reflect the actual accumulated usage versus the estimated usage, and a new billing statement has been issued to the customer with the corrected amount due.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs Specialist
  Duke Energy

  Customer Answer

  Date: 06/23/2022

  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. Revised bills have been issued and I hope the issue is resolved.
  
  Regards,
  
  *** *****
  

• Initial Complaint

  Date:06/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was notified of a collection on my credit report for an amount of 355.37. When I investigated it, this was for a Duke Energy Bill. When I called the creditor- they stated it is for an unpaid Duke electricity service bill for Feb. 2020 at address ** ******* ** * ********** **. I have not owned this property since 2013. When I told the collection person that, he stated that I didn't turn off my service and was charged for it. How does that not sound ridiculous? So I called Duke Energy, I was moved around from service agents (because I am still a Duke customer, but now live in ** so it kept directing me to ** agents). No one could find an account. No one could help. And I STILL have this as a collection on my account. **** **** sent me the "bill" in question and it is for electric service for 2020. This to me is Fraudulent charges. 1. I have not owned ** ******* for 7 years (attached is property transfer from county auditor); why charges from 2020? 2. Bill was sent to a previous address in ****. I have resided in ** for almost 8 years. I have a ** Duke account that is current. 3. Calling both Duke and ****** Energy an account with a balance could not be located. 4. Logging into Duke under the account on the bill sent by **** **** ********* ********* pulls up "Account Not Found". I want this removed from my credit report, and an apology would be nice.

  Business Response

  Date: 06/13/2022

  Good afternoon,
  
  I have reviewed the account information and concerns of the customer regarding their service dispute.
  
  We apologize for any inconveniences this has caused. Our records indicate an automatic landlord contract was listed on this account in the customer’s name, and no record was received of the property being sold. When the existing account holder stopped service in their name, it automatically reverted back to the name listed on the account's automatic landlord contract. Duke Energy’s policy requires a written letter of retraction for a landlord contract to be removed when a property is sold; however, due to the circumstances of the property and the length of time the customer went without service, an executive decision was made to cancel any outstanding charges related to the property in Cincinnati. Once the charges have been cancelled, the affiliated collection agency will be notified.
  
  Please let me know if you have any further questions.
  
  Thank you,

  
  Amber
  Midwest Consumer Affairs Specialist
  Duke Energy

• Initial Complaint

  Date:06/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 9, 2022 we made a $1300 payment in error to Duke Energy. We called and spoke to Keosha(?) and she said they would issue a refund check within 7-14 days. Next month, no check has been issued or received and our utility bill shows an $1106.94 credit. We called and spoke to Michael on June 6, 2022 and he said that no check has been issued, the request was still in process, and the system would not allow him to issue a check even though it still shows a credit. He also said it would take 4-6 weeks - not the 7-14 days quoted by Keosha. He also said he would send a request to the credit investigation team (?) and that it would take 30 days for them to even look at it. This is case # 1005 9950 24. It should not take this long to issue a check from Duke Energy and it is illegal for them to continue to hold our money hostage. We have always paid our bill on time and have never been behind in our payments. It is outrageous that a simple transactions cannot be completed by Duke Energy. It also outrageous that we get a different story about the process and how long it takes each time we call. I told Michael that Duke Energy will most likely fail once more to send a check and that I would have to call back next month and hear yet another story about how Duke Energy is unable to send a check to it's customers. It is poor customer service. I would like a refund check issued ASAP and delivered overnight via FedEx in addition to a $60 fee for every 30 days they are late sending it back starting on May 9.

  Business Response

  Date: 06/15/2022

  The customer did make a payment on the account for $1,300.00 on 5/9. We have to wait for the payment to be on the account for 10 business days before we can request a refund check. The customer called in about not yet receiving the refund check on 6/6 and the agent advised that the account showed a pending refund and they would have someone from billing check into it.
  
  Due to the large amount of the payment/ refund ($1,106.94) the credit did need to be reviewed before we sent the refund check. We asked that this be expedited, and a check was issued yesterday and sent out today. We hope that the customer should receive the refund in 7-10 days through the US mail.
  

  We called the customer and advised that the check has been sent.

• Initial Complaint

  Date:06/02/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the first week of March, 2022, **** called Duke Energy to request a service end date of 3/28/22. **** is no longer a tenant of that residence beginning on 3/28/22 and the business was asked to transfer billing back to the owner of the building beginning on that date- ***** ********** at *** **********. Company failed/refused to provide proof of service end date/phone conversation because "they don't do that". In April **** noticed his bill continued to accrue beyond service end date that was requested. **** called company on 4 different occasions asking for this to be resolved between the beginning of April and end of May. Quite simply, the customer's bill needs a backdate invoice date to the CONFIRMED requested service end date of 3/28. During previous phone calls, Duke Energy has remained adamant that a manager will call back, expedite, and resolve said issue. Among other excuses, the following 'case number' has been provided from company to customer... **********  Duke Energy keeps voice/script recordings of all phone calls with customers and has reviewed/accessed them while I am on the phone with them and confirmed I am correct and that my bill is incorrect. Please do not hesitate to ask for those for proof. I have no idea why this hasn't been resolved. Unbelievable. Thank you.

  Business Response

  Date: 06/08/2022

  Good afternoon,
  
  I have reviewed the account and concerns for the customer regarding their stop service request.
  
  Our records indicate a defect was identified when the customer’s service was scheduled to be turned off in the midst of the Company’s billing system integration from one application to another. This caused the services to remain active in the customer’s name when it should have been transferred to the landlord on 3/31/2022.
  
  The information has been escalated to our billing department for all charges 3/31/2022 forward to be cancelled and issued back to the landlord. The customer will receive a corrected final billing statement showing the balance that should have been billed through 3/31/2022. If a credit is due, a refund check will be issued to the customer via mail.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs Specialist

  Customer Answer

  Date: 06/08/2022

  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 reason I reject this response is because I have received this response three times already.

  
  Regards,
  
  **** *******
  

  Business Response

  Date: 06/10/2022

  Good afternoon,

   

  I have reviewed the complaint information for the customer again.

   

  Our records indicate the billing was adjusted as of 6/8/2022, and all charges after 3/31/2022 were removed from the account. The final charges due on the account from 3/10/2022 to 3/31/2022 are $35.45. A new billing statement has been sent to the customer reflecting the corrected balance due.

   

  Please let me know if you have any further questions.

   

  Thank you,

  Amber

  Midwest Consumer Affairs Specialist

  Customer Answer

  Date: 06/13/2022

  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

  Date:05/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Duke Account Number* **** **** **** (My Duke Account Number for my home address active since October 2020--this is the only Duke Account I have and the only account that I have ever authorized) Last month, somewhere around the first week of April 2022, I received a letter from Duke Energy stating that they had found an account that belonged to me. The letter referenced an address that I have never lived at and for which I had never had a utility account, in a town I had never lived in (Mount Dora). The letter stated that the account had been closed and that the due balance on that account of $1294.41 was going to be merged with my own account and added to my own balance. This was incredibly upsetting and I called Duke immediately upon receipt of this letter to let them know that they mustve made a billing mistake. I only have one Duke account---I have only ever had 1 Duke Energy account--and I have absolutely NEVER authorized a second account--especially for a home I have never lived in, a property I have zero financial interest in, and for people I don't even know. Duke was not helpful when I called. I was completely perplexed at how such a thing could've happened (although we later figured out that it was fraud--it was opened in my name without my knowledge or authority). I told her that it was simply NOT my account and that I needed to have it removed. The Duke Agent put me on hold for a long time while she conferred with her manager. When she came back, she said that not only could she not do anything, but that my bill was past due. I kept my calm, but I was livid. I have always paid my Duke bill on time--even paying in advance of receiving the bill so that I am absolutely never in a situation where I owe Duke money or carry an outstanding balance past a due date. You can imagine my utter shock when Duke not only added somebody else's $1300 in charges to my fully paid up account, but then told me I was past due. How can Duke do this?

  Business Response

  Date: 05/20/2022

  This customer is in Florida. Please send to the Florida BBB. 

• Initial Complaint

  Date:05/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In april 2022 I was not able to get on duke site to pay my paperless bills. I called in and duke employee said that the website was being redone because of problems with the site. I got charged 1.50 for each account that I had to pay over the phone plus some of the accounts had late charges from where I paid before and did not go through because of problems with Duke website. The lady said that she will go in after they get the site back up and take the late charges off. As of May 3, 2022 when I paid my six accounts the late charges was still on my accounts.

  Business Response

  Date: 05/23/2022

  We have reviewed all the accounts the customer has. The customer was charged late payment fees on 3 of the accounts because payments were due on those 3 accounts 3/25/22, not in April. As a one time courtesy, we have gone ahead and waived those 3 late fees and the customer will see the adjustment on the next months billing statement.

  Customer Answer

  Date: 05/23/2022

  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. 

  Yes and it was due to Duke Energy internet system having problems which as been going on for a long time. The lady that I talked to in April knew that reason why she was going to credit my accounts back which did not happen. She also said that is one of the reason why that the system was being redone. 
  
  Regards,
  
  ***** *******