ComplaintsforDuke Energy

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to reach Duke energy regarding several discrepancies on my bill since I moved from one address to my new one in June of 2019 Duke energy refuses to correct all errors and continue to charge my account and turn off services I'm on disability and have children I'm also on pip program I'm only supposed to be paying $110 a month but I'm paying $330 to 2:20 every month for my electric to not be shut off nobody will help fix the issues nor look at what's going on

  Business response

  08/18/2021

  Good afternoon,

   

  We have reviewed the following information provided regarding the issue. Unfortunately, our records indicate that payments were received late and/or after the next bill was generated toward the account resulting in multiple months being due at the same time. We were also not notified that the customer was not living at the residence for an extended period of time, which resulted in bills continuing to accumulate since service remained active, although minimal. We also have record of a gas meter change in December 2020 which resulted in confusion and the customer believing they were billed twice in error, which was not the case.

   

  This customer was contacted back via phone and we discussed the bill at length, and she was educated on how to read everything in more detail. There were no discrepancies located within her billing or account.

   

  If you have any questions, please let me know.

   

  Thank you,

   

  Amber

  Midwest Consumer Affairs Specialist

  

• Initial Complaint

  08/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My service was disconnected for non-payment on June 2nd. I was having some Medical issues, and didn't realize I had not paid the bill. I called within a minute of it being disconnected to pay in full (including the reconnection fee). I asked if they could waive the deposit added to my account. The lady took my payment and asked if there was anything else I needed. I said no and we ended the call. On July 2nd I called again to pay my bill in full and the $320 deposit was still listed on my account. I explained my last call and my call was escalated to a supervisor. They advised that my call would need to be pulled because they never waive a deposit and they wanted to make sure of what I was advised before they would rectify my account. I never received a call back. I called again on July 23rd and was told I'd receive a call by the following Monday - it's now Friday and my service is set for disconnection tomorrow because of this issue that should have been corrected back in June.

  Business response

  08/04/2021

  Duke Energy reviewed the account for this customer in detail, as well as the customer’s comments listed in this BBB Complaint.  The Company also reviewed the phone conversation that happened on 6/2/2021 between this customer and the Company.
  
  Here is what was discovered:
  The service was disconnected for non-payment on 6/2/2021 due to the customer not making a payment by the requested due date.  After the service was disconnected for non-payment, the customer contacted Customer Service stating they just made the payment online and would like for the security deposit to be removed.  Unfortunately, the Customer Service agent opened up an application that mutes or freezes the recording of the call, and we cannot determine if the Customer Service agent advised this customer that the security deposit could be waived.  To satisfy this customer, the Company made a decision to waive the security deposit as a one-time courtesy.
  
  With that being said, since the security deposit is currently already shown as “paid” on this customer’s account, the Company has refunded the security deposit back to the account, which took the current balance of $359.66 due 8/24/2021, which includes the past due balance of $160 that would have needed to be paid by 8/27/2021 to avoid any interruption of service to $39.62 due 8/24/2021.  There was an amount of $320.04 (security deposit and interest) that was applied to this customer’s account.
  
  When the service is disconnected for non-payment and there is not currently a security deposit on file, the Company requests a security deposit to be paid, so it is on the account.  In this instance, the correct process was followed; however, it appears the Customer Service agent made an exception.  The customer needs to be aware that if the account becomes past due in the future or gets disconnected for non-payment in the future, Duke Energy will not be able to waive the security deposit again.

  Customer response

  08/05/2021

  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

  08/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Duke energy us signing us up for multiple energy providers who are now literally TRIPLE BILLING us for the same wattage hours. This is insane. Our bill is absurdly high as they sign us up for multiple carriers to rape us on billing.

  Business response

  08/03/2021

  Duke Energy does not enroll customer’s with choice suppliers. Suppliers can enroll customers by sending mail/post cards, over the phone, or through face to face sales. Customers can also be enrolled through a local government aggregation. The customer has been enrolled with a supplier since July 2013, and their most recent supplier is ****** ******, who they have been enrolled with since December 2020. The customer did contact Duke Energy and dropped the enrollment with the supplier. They will return to Duke Energy as their electric supplier as of their next meter reading 8/24/21.

• Initial Complaint

  08/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been in contact with Duke Energy three times. I received a refund checked for my deceased mother's residence, which also had my name on the property, daughter, and the check was only in my mother's name. A Duke representative told me to return the check with a death certificate, to have the refund check changed to my name, daughter. After months and no response from Duke, I called & was told that they would send an affidavit that I would have to get notarized along with the death certificate, in order to get the refund put in my name. To this day, my 1st call was made to Duke Energy in April, & I have not received an affidavit from Duke Energy. So, I will call again, & hopefully with BBB assistance I can get assistance in resolving this issue, because we are talking about over $250. Thank you, ****** ******

  Business response

  08/06/2021

  Good Morning, I reviewed the customer’s complaint and found that we did submit a request to have an affidavit sent out.  I checked with the department who handles mailing out the affidavits, and they advised they mailed one out on 06/14/21. I have spoken with the customer and advised I’m not sure why she did not receive the one we mailed, but that we would mail out another one this week.  I went over the process and provided the mailing address to send the affidavit once it is filled out completely and notarized. She is going to contact me once she receives it, so we are aware she got it.  Please let me know if you have any questions.  We did receive two cases for this complaint, so this response is also for the complaint # ********. Thank you.

  Customer response

  08/07/2021

  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.

  Thank you for responding to my concern.  If an affidavit was sent in June, I did not receive it.  However, I called Duke in July, & my information was taken again, & I was told that they would send out the affidavit, & was given instructions to have the affidavit notarized.  I waited and never received the affidavit, again.  Now, in August, the representative is telling me to wait until Wednesday, August 11 to receive the affidavit, & if I don't receive it, to call her back.  So hopefully, I will receive the affidavit this Wednesday, so I won't have to return her call.  Hopefully when I return the notarized affidavit, it won't take 3 months to get my refund in my name instead of my Mother's name.  

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

  Customer response

  08/11/2021

  I received the affidavit on Wednesday, & made a follow up called to the Duke representative that I had received the affidavit.  In addition, I told the representative that i would have it filled out with copies of all my information, and in the mail tomorrow.  

  Thank you for all your assistance with this issue,

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

  Business response

  08/12/2021

  Good Afternoon, thank you for the response. If there are any further issues with this matter, the customer has my direct contact number.

  Customer response

  08/12/2021

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

*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. ↩