Duke Energy Carolinas

Today is December 12, I'm a year resident of [redacted] County in [redacted] NCI have rental property which provides much needed affordable housing to the people of this communityI am accustomed to having power restored and a bill sent to me at my primary residence each time a tenant vacates the house Every year I call Duke Energy and every year I struggle with getting the power on so I can clean and perform repairsThis year I was forced by Duke Energy to have a soft credit hit performed before I would be allowed to have power restored to my rental unitThis has never been required in years pastSince my credit is locked down for security reasons, I needed to call [redacted] to have the lock down liftedIt took [redacted] days to lift itThis meant I needed to call Duke Energy back each and every day to see whether or not the credit lock had been liftedAfter days of calling it was finally liftedI was told power would be restoredI asked whether I needed to be present at the house when power was restored and I was told noImagine my surprise and frustration when I showed up with a cleaning crew on Sunday only to find there was still no power! I had to pay the crew to do absolutely nothingThey ended up leavingI went back to my primary residence and loaded a generator in my vehicle and drove the miles back to the house and proceeded to clean and vacuum by myselfWith temperatures below degrees I was really difficultNo heat! No lights! So it's been days and I am still without power! My questions are these; 1.) Why was I required to have a soft credit hit to restore service when I've been a customer in excellent standing for years? 2.) Why was I told this was necessary to verify my identity when they have been sending me a bill for years? My identity has not been in question for all these years so why now? 3.) Why was I not informed that the master circuit breaker needed to be shut off before a technician would restore power? The customer service representative could have easily mentioned this! Especially after I specifically asked if I needed to be present on the property! I could have avoided the delay of having the technician return! What a waste of time for both the technician and myself As a result of my poor experience with Duke Energy I will no longer be offering my rental property to the people of [redacted] CountyI'm done with incompetence! I'm done with trying to provide affordable housing to an ungrateful cityDuke Power is a super sized monopoly and with no other energy provider to fall back on I'm forced to get my electricity from themThis is fundamentally wrong!! I plan on going 100% solar with a large bank of storage batteries so I will be totally off the gridI will be the change I want to see!!! I have lost days and $Thank you Puke Power for NOTHING!!!

Today my air conditioner stopped working Had no idea why Temperature in my house went up to degrees I am diabetic and research shows that when it's hot out, more people with diabetes end up in the ER and are hospitalized because of heat illnessThe number of deaths in diabetes patients due to heat illness also increases in summer I called a repairman who charged me to tell me that Duke Energy had turned off my air conditioning due to a program I had signed up for years ago This has never happened to me before I was given no warning Of course I called Duke Energy to dis-enroll I requested a credit of on my account The customer service rep is sending in the request but I am sure they will say no

I have had electric service for at least the last ten years with progress energy seems like things have changed since the name Duke was addedMy credit with the electric company is good yet I am waiting to have my lights connectedI did what they asked by faxing a notarized copy of my leaseThe word fraud has been used(but I'm told there is nothing personal against me), it's only I'm the one sufferingI signed my lease Monday and I am being told they don't know when the light will be cut onBeing told that there is an undetermined amount of time is not acceptableDuke Progress Energy needs to find another way to do these types of things so their customers don't have to wait in vain like thisI want to cry but wont because I already know that Duke Progress Energy doesn't care

A while back, I switched to automatic payment, and turned off my regular payment at the same time. But a little more than a month after that, Duke Energy turns off my power without warning. When I called Duke Energy, Sonya (employee #XXXXXX) keeps repeating back to me that when I sign up for automatic bank draft, I was forewarned about possible missed payment due to billing cycles..etc (which I did not notice while trying to make sure that all the important parts of the online form were entered correctly), and so I have to pay the penalty fee to get reconnected. She also insists that warnings were sent out to me, but I had received none. Why would I not pay since I have the funds and would hate to have my power get turned off only to pay to get it turned back on again I asked to speak to her supervisor Stephanie who reiterated that I just have to pay up to get reconnected. I paid the extra fee to get reconnected. The moral of the story is that they will charge you even when it is unfair because it is more convenient to charge the customer then it is to improve there sign up process. I feel that the employees Sonya and Stephanie both just want to chant back to me "company policy" instead of attempting to understand my situation. When I mentioned that I'd be writing a review online, Stephanie expressed very little concern. I am only posting this because I would like things to improve for other consumers.

Today is December 12, 2016. I'm a 15 year resident of [redacted] County in [redacted] NC. I have rental property which provides much needed affordable housing to the people of this community. I am accustomed to having power restored and a bill sent to me at my primary residence each time a tenant vacates the house.

Every year I call Duke Energy and every year I struggle with getting the power on so I can clean and perform repairs. This year I was forced by Duke Energy to have a soft credit hit performed before I would be allowed to have power restored to my rental unit. This has never been required in years past. Since my credit is locked down for security reasons, I needed to call [redacted] to have the lock down lifted. It took [redacted] 4 days to lift it. This meant I needed to call Duke Energy back each and every day to see whether or not the credit lock had been lifted. After 4 days of calling it was finally lifted. I was told power would be restored. I asked whether I needed to be present at the house when power was restored and I was told no. Imagine my surprise and frustration when I showed up with a cleaning crew on Sunday only to find there was still no power!

I had to pay the crew to do absolutely nothing. They ended up leaving. I went back to my primary residence and loaded a generator in my vehicle and drove the 12 miles back to the house and proceeded to clean and vacuum by myself. With temperatures below 30 degrees I was really difficult. No heat! No lights!

So it's been 7 days and I am still without power! My questions are these; 1.) Why was I required to have a soft credit hit to restore service when I've been a customer in excellent standing for 15 years? 2.) Why was I told this was necessary to verify my identity when they have been sending me a bill for 15 years? My identity has not been in question for all these years so why now? 3.) Why was I not informed that the master circuit breaker needed to be shut off before a technician would restore power? The customer service representative could have easily mentioned this! Especially after I specifically asked if I needed to be present on the property!

I could have avoided the delay of having the technician return! What a waste of time for both the technician and myself.

As a result of my poor experience with Duke Energy I will no longer be offering my rental property to the people of [redacted] County. I'm done with incompetence! I'm done with trying to provide affordable housing to an ungrateful city. Duke Power is a super sized monopoly and with no other energy provider to fall back on I'm forced to get my electricity from them. This is fundamentally wrong!!

I plan on going 100% solar with a large bank of storage batteries so I will be totally off the grid. I will be the change I want to see!!! I have lost 7 days and $300.00. Thank you Puke Power for NOTHING!!!

My opinion is that Duke Energy intentionally creates billing issues to collect more fees. I have been trying to set up automatic draft for the past year on my primary residence and investment properties. I've spent countless hours on the phone and each customer service rep assures me the issues are resolved. The next day there is no trace of the payment or conversation and I have to start all over. It is not possible that this is due to incompetence. The inteniton on the other side of these billing issues is simple, greed fueled by a lack of competition. Duke Energy is corrupt and has very questionable business practices. An audit is in order.

Disconnected service in error. Want us to pay another depositMy husband received a letter from Progress Energy advising that we needed to pay another deposit otherwise we would lose our service. My husband called Progress Energy and was advised that someone else was looking to start service in our apartment. Our apt # is [redacted], and this person was moving into [redacted]. He spoke with a supervisor, and was advised that it was an error on the part of Progress Energy, however, it is still our responsibility to provide another deposit of $198.00 or lose our service. Please Help.Thank YouDesired SettlementI would like for the account to be credited as if another deposit was made, and to not lose our serviceBusiness Response Contact was made with the customer and explanation and resolution was provided. The customer was satisfied with the outcome of the conversation.Consumer Response My husband and I are very satisfied with the outcome with Duke Progress.Thank youFinal Consumer Response

A while back, I switched to automatic payment, and turned off my regular payment at the same time. But a little more than a month after that, Duke Energy turns off my power without warning. When I called Duke Energy, Sonya (employee #XXXXXX) keeps repeating back to me that when I sign up for automatic bank draft, I was forewarned about possible missed payment due to billing cycles..etc (which I did not notice while trying to make sure that all the important parts of the online form were entered correctly), and so I have to pay the penalty fee to get reconnected. She also insists that warnings were sent out to me, but I had received none. Why would I not pay since I have the funds and would hate to have my power get turned off only to pay to get it turned back on again I asked to speak to her supervisor Stephanie who reiterated that I just have to pay up to get reconnected. I paid the extra fee to get reconnected. The moral of the story is that they will charge you even when it is unfair because it is more convenient to charge the customer then it is to improve there sign up process. I feel that the employees Sonya and Stephanie both just want to chant back to me "company policy" instead of attempting to understand my situation. When I mentioned that I'd be writing a review online, Stephanie expressed very little concern. I am only posting this because I would like things to improve for other consumers.","neg-3

My opinion is that Duke Energy intentionally creates billing issues to collect more fees. I have been trying to set up automatic draft for the past year on my primary residence and investment properties. I've spent countless hours on the phone and each customer service rep assures me the issues are resolved. The next day there is no trace of the payment or conversation and I have to start all over. It is not possible that this is due to incompetence. The inteniton on the other side of these billing issues is simple, greed fueled by a lack of competition. Duke Energy is corrupt and has very questionable business practices. An audit is in order.","neg-4

Reference [redacted] Case: #XXXXXX-XXXXXX Consumer / Duke Energy Account #: XXXXXXXXXXService Address: [redacted] Unit [redacted]I [redacted] have never entered into an agreement creating debt with Duke Energy, this includes no Installment loan(s) and no Revolving credit account(s), etc Nothing- E*V*E*R.(Bullet #1) I was a customer/consumer of DUKE Energy from 01/2010 to 10/2011, with 20 (+) consecutive and successful utility payments made with the DUKE automated bill pay process - I was NEVER late, the 1 and only outstanding bill was a direct result of a relocation that required a 'Stop Service' request that resulted from a weak/broken DUKE Internal billing notification policy/process. (Bullet #2) Whilst DUKE Energy has chosen to ignore their sole contribution to the cause of Customers/Consumers being unaware of 'final payments' due to 'Stop Service' requests; DUKE Energy further continues to place the blame and burden of proof on customers/consumers to be responsible for 'uncollectible' debt and in many cases have written these 'final payments' off as 'consumer debt' and classified the with the IRS as 'Charge-Offs' whilst (in my case) accepting 'Full Payment' and not deleting fraudulent and abusive Credit Bureau reporting due to the circumstances that are out of the control of customers/consumers and refuses to resolve billing/reporting errors. (Bullet #3) DUKE 's lacks the ability to identify and control fraudulent and abusive billing practices, that clearly has high risk of recurrence. Specifically regarding, 'Stop Service' requests that are a direct trigger for disabling a pre-established Automated Billing Process that includes billing notifications that customers were aware of and dependent upon. (Bullet #4) Granted, the FDCPA does not apply to original creditors, but the NC Debt Collection Act applies to any person engaged in debt collection from a consumer, and regardless of DUKE Energy not taking responsibility to protect customers/consumers, they have not billed me and a multitude of other previous customers/consumers properly and cannot provide a traceable delivery method, such as a courier or certified mail, to support their claim/response that a 'final bill' was provide; thus, placing the burden of proof on us, the consumers. (Bullet #5) RECOMMENDATIONS: DUKE Energy should place an effort on reviewing the policies and standards that are causing 'uncollectible' debt and an increase in 'Charge-Off' claims to identify the end-to-end process requirements and weaknesses. (Bullet #6) Social media, (Revdex.com.org, boards, etc) provides evidence of 30 (+) similar Consumer Complaints that meet this exact criteria.(Bullet #7) The Duke Energy entry on my credit report has absolutely zero to do with a 'consumer debt' from an agreement loan, etc. This is Duke Energy's was of shifting the burden to unsuspecting customers who were never provided proper billing notifications. Regardless of how many times Duke Energy states they did provide customers proper billing notifications, will not make the fact that they 'did not provide proper billing notification' any less true.Desired Settlement#1) Delete the Duke Energy entry from my Credit report from all Credit Bureaus immediately. #2) For 3 Years, Duke Energy has reported a false and misleading report that is not a consumer credit debt, they have failed to provide debt validation and continue to 'Confirm' this account reported on my credit report is 'Confirmed' as accurate. I have requested (and not recieved) the basic North Carolina Statues: Section 1-104. Requirements for Debt Collection:(1) Complete, authenticated documentation that the person attempting collection is the owner of the specific debt instrument or account at issue; and (2) Reasonable verification of the debtor's liability and the amount of the debt allegedly owed by the debtor. For purposes of this subparagraph, reasonable verification shall include: (i) documentation of the name of the original creditor; (ii) the name, last address, date of birth and last four digits of the Social Security Number of the debtor as it appeared on the original creditor's records; (iii) the debtor's last account number with the original creditor; (iv) the date that the debt was incurred, and the date and amount of the last payment by the consumer toward the debt; in the case of credit, the date that the debt was incurred shall be the last extension made for the purchase of goods or services, for the lease of goods, or as a loan of money; (v) a copy of the signed contract, signed application, or other documents that provide evidence of the consumer's liability and the terms thereof; and Model Family Financial Protection Act 14 (vi) an itemized accounting of the amount claimed to be owed, including the amount of the principal; the amount of any interest, fees or charges; and whether the charges were imposed by the original creditor, a debt collector, or a subsequent owner of the debt. If the debt arises from a credit card, the account shall include copies of the last twenty-four periodic statements required by the Truth in Lending Act, 15 U.S.C. § 1637(b), that evidence the transactions, purchases, fees and charges that comprise the debt. Copies of actual business records.

Duke Energy has left a large power cable across my yard and driveway.Someone from Duke Energy came to my house on Aug 30th and told me that they were going to run a cable across my yard and driveway in order to provide power for the adjacent house, which has an outage. I did not expect the cable to still be there. There was no note or other information about how long it would be there. I called customer service and was told that it could be weeks before they make the repair and remove the cable. This is unacceptable - the cable is unsightly and interferes with lawn care and use of my driveway.Desired SettlementI would like for the cable to be removed (or at least moved to the street) ASAP Duke came today and removed the power cable, so you can close this as resolved.

Charging us after we requested to stop service. Customer service won't help us.My husband and I called to stop our service at our apartment a week in advance of moving out. Our lease ended on May 18th. I called Duke and I REMEMBER CALLING THEM to disconnect our service on May 18th. We also set up our new service at our house the same week. On July 19th we discovered they charged us for both places and never stopped our service at our apartment. We have now been charged $122 for power service we have never used. I spoke to Customer Service and the representative implied I was lying by saying we set up our account at our new address online so that somehow proved to her that we never called. I asked to speak to her supervisor and he showed no compassion to help us. He told us our only option was to call our apartment complex and ask them to assume responsibility of the bill from the time we moved out. I asked several questions about the nature of this and he ensured me it was in my hands to get them to take on the bill otherwise I would have to pay the bill myself. It's totally unacceptable for a company to treat their customers who always pay on time and have been good customers for years. Just because you're a monopoly, doesn't mean you have to treat customers like so. I can't afford to pay someone else's bill and I won't. I am going to do what I have to do to ensure I'm not paying this bill. I do not lie to companies ever, I always play by the rules and for them to treat me as if it's my fault and not once explore the avenue they made the error and not even attempt to help me is outrageous and unacceptable. Desired SettlementI want to bill of $122 removed from our account. We have not used this service, Duke knew we wanted to stop service, and is holding us accountable for their error.Business Response Reviewed phone call from 7-18-16 and male caller unable to verify authorized name listed on the account. Spoke with the customer of record who gave permission to speak with the caller. Male caller stated that he thought a request was made to disconnect the service. The request for new service connection was made via the web. The customer didn't speak with a representative to complete the work request. The account closed 7-6-16 because a new tenant applied for service at the location. The charges are valid

This monopoly seems to think its fair to treat customers unfairly they have denied me automatic draft payments refused my checks.I feel taken advantage of by my electric service first of all I've been with [redacted] energy since 06 or 07 and I closed my bank account in 2013 before then I hadn't even look at a bill I didn't recall my [redacted] energy account attached to that bank so I err but they viewed it as grounds to disregard all the on time payments over 6 or 7yrs and made me pay another deposit stopped my automatic draft payments and told me that I could only pay at payment stations the customer service reps we're rude and unsympathetic to a simple mistake like (where are you gonna go take it or leave it) Then when I tried to send in checks the took them for a couple of months and decided to deny those, too if they had competitors I would have went somewhere else. In march the sent me a letter saying that they do not accept checks for my account so I proceeded to get a money order for the check that I had written for 402.70 but when I checked my statement the check had been cashed and cleared. so I contacted customer service again explained what happened and they asked me to send in a copy of the check I send in a copy of the check from my statement and the research dept claims the can't read the numbers on the check then they asked to see a copy of my statement where the check cleared on my account I send that in and they say that they can't tell who the check went to which they have the copy of the check now they want me to contact my bank to have the bank verify the check which is not that difficult but seems to be a bit much to prove that they took 402.70 from me and this could have been remedied if they would have valued their customers and recognized human error which they made and which cost me 402.70 but when I err they made it harder to pay a basic necessity and made me pay another deposit where are the checks and balances they make mistakes and the consumer has to bare the burden we make mistakes and the penalize us even take you money and tell you to prove beyond a reasonable doubt that they stole it as if they don't do accounting if I had not paid they would have surely just turned off my lights but vice versa I can only do what i'm told to prove that I made that payment at the same time they can protect themselves with penalties what can we the consumer do sit in the dark until we give them the info that suits them not fair and something needs to be done about these monopolies Now they have dropped my equal pay so I have to pay $853 more dollars or they are disconnecting my service with 400 plus 200 deposit that's almost 1500 what working people have that type of money to be throwing around until things get sorted out.Desired SettlementI want them to adjust my account for the monies that they have already received(stolen) and reinstate my automatic draft basically rectify the situation and acknowledge their faultBusiness Response Had investigated and attempted to contact Mr. [redacted] on June 18 he did not call me back. Mr. [redacted] check was returned to him for $402.70. He acknowledged that he had received the check back. His bank statement showed that after the check was in his possession, it was cashed. Could not have been cashed by Duke Energy Progress. The consumer must have discovered what happened because he paid in full on June 26, 2014 , and we consider the matter closed.Consumer Response Totally untrue and proves my point by the response. I did receive a call from duke energy and returned the call with no answer, left a message and no one returned my phone call. To answer why I paid my bill was because there is no other company to get power from and they threatened to turn my power off I find the response from duke energy very disturbing because it situates that I lied I never received a check back only a letter and it was clear to them through statements that they cashed my check that was written to duke energy why would I cash the check. That is a very ignorant response. I wonder if they will a least have the decency to apologize for the they way that they deal with their customers if got that same care less attitude from most of their representatives.which is sad if they had competition they probably would be a little more respectful.

Pretty much just overcharging me for electric in a 325 Sq Ft aparmentwhen I first moved into my apartment my electric bills ranged from 40 to 80$ tops after some time I noticed my bill was geting higher then my ac went out called up my landlord had him replace the ac ever since the ac has been replaced I have been geting $150+ bills I had the landlord send out an electrician which found nothing really wrong other then my fridge was going bad had that replace mostly everything in my apartment is brand new with no avail I still have this issue and all they want to do is send out a guy to read the meter I have talked to them over 5 times in the past and they have always dismissed me with some other part that is not their problem im sick of it I want my proper electric bill not some number they do an estimate on when my ac was on the fritzDesired Settlementthe resolution I would like is my proper bill not some estimate they are making when my ac was on the fritz anyone could agree 150+ electric bill for a 325 sq ft apartment is highway robbery concidering half the time I cant even cook at home. if this is not handled I will take it to court and further my time investment on this and also sue for the last year that I have been paying for these high bills they refuse to say they are creatingBusiness Response A meter test was done on 8/31/16 and the meter tested at 100.04% overall accuracy. There were no estimated bills mailed to the customer in the past 24 months. A billing and usage history was mailed to the customer for his review.

Service turned off with absolutely NO WARNING, and now I am getting charged a reconnection fee.I just purchased a house... service was turned on November 11, 2014. On December 2, 2014, service was completely turned off with no warning, phone call, email, or statement/letter in the mail. I called and spoke to a representative and a supervisor, who BOTH told me that Duke Energy does NOT bill for deposits, and if they do not receive the deposit, they turn off service with NO warning. They both said I was told this at SIGN UP, which I do not recall.... but again, with buying a new house comes a lot of new company bills and setups, that it is easy to forget it you owe money. So someone came to the house today, WITH NO WARNING, and turned off service. My husband is stuck home (car in the garage) with 4 dogs, with weather in the 40s. Not only did they turn the power off with no warning, but they are charging me a reconnection fee. If they had only called, emailed, or sent me a statement in the mail, I would have paid it... no one would have disconnected the power, and I wouldn't be charged any additional fees. They also cannot give me any kind of a time window for when the power will be turned back on.This is my FIRST experience with Duke Energy. They should bill for deposits just like they would bill for a monthly statement. My bill hasn't even cycled 30 days yet. This is a HORRIBLE system. The supervisor refused to waive the reconnection fee, since they have to send someone to turn the power back on. It's not like I can go to another power company because they are the only ones that service my area... so basically, if I want power, I have to do and pay whatever they tell me I have to. Let me be VERY clear... I have been with [redacted] and [redacted] for almost 4 years, and I have NEVER had issues with those companies. If I could, I would drop Duke Energy right now. Horrible service. Horrible customer service. Desired SettlementI want the $25 reconnection fee waived. I want Duke Energy to put something in place to send customers warnings about ANY disconnection, regardless of it is from a nonpayment from a deposit or a bill. There should ALWAYS be a warning!!!!!!Business Response Spoke to Consumer - have waived reconnection charge and power should be restored within next hour. Advised customer there is a process change in the system to notify customer by text or call when deposit not paid - fix should go in first quarter of 2015 - customer satisfied.Consumer Response [redacted] from Duke Energy contacted me shortly after I submitted my complaint on Revdex.com. She said she totally agreed with me, and that she has been trying her hardest to change this process. She hopes this change will take place the beginning of next year. I feel like someone actually heard my concerns. She also waived the reconnection fee and personally called someone to come reconnect my power. She went above and beyond what I was expecting. I honestly wasn't sure if I would get feedback from posting a complaint on here, and I have very happily been proven otherwise. Thank you [redacted] for hearing me!

I have had electric service for at least the last ten years with progress energy seems like things have changed since the name Duke was added. My credit with the electric company is good yet I am waiting to have my lights connected. I did what they asked by faxing a notarized copy of my lease. The word fraud has been used(but I'm told there is nothing personal against me), it's only I'm the one suffering. I signed my lease Monday and I am being told they don't know when the light will be cut on. Being told that there is an undetermined amount of time is not acceptable. Duke Progress Energy needs to find another way to do these types of things so their customers don't have to wait in vain like this. I want to cry but wont because I already know that Duke Progress Energy doesn't care.","neg-2

On April 07, 2016 a a dry rotted duke energy pole fell in my yard and ripped the meter box from my house and the Ground wire, phone and computer linesThey gave me the number to their claim department and told me to call right away. I had to pay $731.00 that same day out of pocket to get an electrician to hook the meter box back up. This caused my home to have an indoor fireworks display destroying my personal property. The company they assigned our claim to still has yet to pay for our items or reimburse our cost even after submitting all the proff. They instructed us to take each item to a repair specialist and they will reimburse the fees. This is getting really expensive and time consuming for something I had know control over. All of this could have been avoided if they just replaced this pole over a year ago when we reported that is was leaning. This almost kilkilled me and my kids we were doing electricity shooting at us. Now all I want is the money that I had to pay and my things replaced. The claim company they have are rude and unprofessional they told us to go buy it and also said they did not care which in talking to them that is the feeling you get and they used profanity. The company is Called [redacted] and the claim rep is [redacted]. This is the company Duke has chosen to represent them. They are treating me lime I did something wrong. Please replace my stuff that was destroyed by your negligence. Desired SettlementI would like my things replaced immediately including this electrician bill, estimates I had to cover out of pocket.Business Response We have contacted the customer and confirmed that the issue has been resolved.

We attempted to disconnect our service on 21May2015 along with our rental via phone. The automated system said it would be done...it was not.We attempted to disconnect our service on 21May2015 along with our rental via phone. The automated system said it would be done...it was not. We found this information out when we received an email stating we would be charged for the full month...and would continue to be charge until they could get out to read a meter on Monday. They are attempting to charge us for half of a month of power. This is a complete abuse of a military family. This should be amended to charge us for the days used and abide by the original shut off date. It is not our fault the automated system failed.Desired SettlementAmend our bill and charge us for what we used...not what your system is trying to charge. We haven't even been in the state since the 21st of May.Business Response We contacted the customer and addressed his concerns and the customer is now satisfied. Please let me know if you have additional questions. Consumer Response The company called and remedied the issue. All is well.Final Consumer Response

Trying to charge me 150.00 deposit stating I have been late on payments. Want to transfer lights from deceased Dads house to me.I called and let them know my Dad had passed a way a little while ago and what I would have to do. I have been making his light payment. Everything is cut off except 2 lights at his home(60 watt). After they told me what I would have to pay I couldn't at the moment. They contacted his number which is my cell now so I can keep up with things(executor also). Called them back today to find out whay they called and stated to me I needed to change name on account. I asked how much I was looking at 17.00 transfer fee. I have no credit our lights are in husbands name [redacted]. I said lets put it in his name since these are at our house. She ran it and said it may show up as I would have to make downpayment 150.00. I didn't see any reason why it would do that, never late. I have gotten extentions BEFORE due date and paid BEFORE due date. I was told I was wrong. If I got an extention on 127.00, for example, even though I paid it by the due date, that I didn't pay it before the next bill came out. Well, that wasn't due before the 3rd of the next month. Why would I have to pay both if both were not due. [redacted] at Duke Energy told me that I had to pay the full amount. But I did pay what I was suppose to pay before the due dates. I was not late. It does state that if you get an extention you will still get charged a late fee but an extention is not considered late if you pay before date they grant you. Of course I asked why would [redacted] have to pay this and this is what I was told. I have always paid my bill on time even with the extention. I did get help with my [redacted] bill from [redacted] but only after I paid the 157.00(?) first. They sent out checks to Duke Energy and they were contacted by ** supervisor wanting to know where the check was that was to go on my account. They were holding it. Just so happened I called to check on this and found this out and they did post it to our account on that day, which it was due. I'm glad I called and got ** to call also, or it would have been late, got letter stating they were going to cut off my lights, when they got pledge from ** a month before. I have the dates and paperwork on this. We have been with them since 2004 and we have always had good standing with them. I have not been late on payments. Something is wrong on there end and I do not feel I should have to pay 150.00 deposit, we have already made one at our home in 2004. This is not a new account. [redacted] also told me after I ask her why I didn't get a letter telling me they were going to cut lights off 3/3/2014(found this out when I spoke to her). She said they sent out a letter. I let her know I got his mail coming to my house now even his light bill, and he has not gotten a letter of any kind like that but I have gotten his light bills and paid them. Its odd how I didn't get that letter but I get all the rest. I do not feel they are treating us fairly, especially as good of customers that we have been. I also find it a little expensive over 20.00 for 1-2 60 watt bulbs burning in a house. And that is not all month, they burn out and I have to replace. There is nothing else on, cut off at circuit, and water cut off.Desired SettlementI want this so called late off of our record([redacted]). I should not have to pay 150.00 deposit on lights at my Dads home. Business Response 03/0*) */Ms. [redacted] will need to make an Application for Service to determine if a deposit is required to establish new service with Duke Energy Progress. Each account holder's credit history is specific to the customer. A part of the application does involve a credit check to positively identify the customer and determine credit worthiness. If a deposit is required, the customer can pay it in cash or get a co-signer, a current DEP customer with a minimum of one year of service not exceeding two late payments.In addition, she has indicated that the account at [redacted] NC is in the name of her deceased father. This service will need to be transferred from the deceased account holder's name as soon as possible. A letter will be mailed to that address advising the resident to apply for service or termination in the current name will follow. Consumer Response 03/15) */The address I was speaking of transferring lights over was at [redacted] NC. The lights were in [redacted] name account number XXXXXXXXXX. He has passed away and needed to take lights out of his name and transfer them to either my name [redacted] or Husband [redacted]. They asked us to make a deposit 150.00 in order to do this. I didn't feel this was right because we have lived at our residence for 10 years and always paid our bill, good standing.(after I asked) [redacted] stated they sent a letter out to [redacted] address stating they were going to cut lights off that day on March 3rd. Like I told [redacted] no letter was ever gotten. I had [redacted] mail forwarded to my address because I am his executor and daughter. And it was not mailed out. Come to find out they were due to cut off that day, day I spoke with [redacted] on the phone, I had no idea. I asked her should I have not gotten a letter and she told me it was mailed out. I got my mail today at my home, addressed to [redacted] and our address [redacted] a letter from Duke Energy Revenue Specialist stating our home on [redacted] account XXX-XXX-XXXX, their records indicate the account located at [redacted] is currently in name of [redacted] we regretfully can no longer continue to provide service to that address under his name. The current resident or responsible party must contact our customer service center no later than March 27,201* to establish a new account to avoid disconnection. This update will insure that the account will accurately reflect the name of the proper account holder. What is going on here. Why are we having to do this at our residence on [redacted] has nt passed away. The lights were on in [redacted] name on [redacted] and wanted to get them transferred over because [redacted] has passed away. This is my dad. And his lights have been shut off. Why are our lights going to be cut off? What does this have to do with our lights, account number XXX-XXX-XXXX)? We are in good standing at our home. This letter they mailed to [redacted] is dated March 11, 201*, just recieved today Saturday March 15, 201*.There must be some confusion somewhere. I can be contacted by phone XXX-XXX-XXXX or cell XXX-XXX-XXXX. Have my home number already. Trying to figure out if this is a mistake or retaliation for my letter sent to Revdex.com. Odd get this letter after letter to Revdex.com to complain when [redacted] was no help to me on the phone. [redacted] is alive, [redacted] is the one whom passed at [redacted] NC. NOT [redacted]

Refusal to immediately refund payments that should have never been made due to poor billing reportingDuke Energy Progress is refusing to immediately refund payments made as a result of their poor billing and accounts management. They are claiming a 30 day holding period for any refunds, when payments were made after the account termination date. The account was showing active for 2 weeks afterwards (February 19th was the termination date), well after it was terminated. I also received billing correspondance well after the 19th, both postmarked and dated after Feb. 19 to this affect. The account did not show as inactive until March 3rd after 11PM.Desired SettlementImmediate refund of payments that never should have been made, as well as payment service charges that never should have been paid due to the fact that the payments never should have been made in the first place.Business Response The customer was advised that his refund check was released on 3/9/16. He will contact us if the check is not received within a reasonable amount of time.