Duke Energy

Date Sent: 12/30/2015 7:46:45 PMRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, butI would like to have a letter in writing that is sent to me that shows that the address of this rental property has been completely removed from my name.  Regards, [redacted] 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Date Sent: 10/30/2015 9:55:19 AMRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Although it took numerous phone calls and emails with Duke representatives,  the issue was finally resolved.  Hopefully this experience will not be repeated in the spring when I turn my gas service off for the season.  Duke's aggressive billing practices for billing customers for natural gas that they never used should be monitored closely.  Duke has a history of unethical billing practices so it was not surprising that I experienced these problems personally.  Regards, [redacted] 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

RE: [redacted]I have contacted the Regional Manager for Southern Cross to address Ms. [redacted]'s concerns that she did not receive all the correspondence that was sent to her home. I've also made him aware that she also stated she did not receive any phone calls to make her aware we were trying to contact her to schedule an appointment for the inside gas piping inspection. The Manager has stated that these letters and phone calls were system generated and is confident that the information was sent. I have left a message for Ms. [redacted] to contact me for this update.Please let me know if you need any additional information.A. J[redacted]Duke Energy, Consumer Affairs, [redacted]

Duke Energy does have measures in place to verify our
customer’s identity. The customer did not pass our initial credit checks,
therefore we do require customer’s fill out an identity verification form. The
ID verification form does have to be printed out, filled out, notarized, and
then sent...

back in to us in order for us to grant the customer service.
I show the customer did send in an ID
verification form and it was approved on 11/11/15. The customer has an order to
have service in his name effective 11/13/15.

Good afternoon, Our records indicate Ms. Klungle’s Duke Energy  account was enrolled via government aggregation with an electric supplier. The customer notified our representative that they wished to rescind the enrollment and the enrollment has been cancelled. The account was never...

billed with the supplier rate. The account has been coded with a “No Choice” special condition. This code will prevent the account from being included on supplier list’s in the future.   Duke Energy is required to provide suppliers a list of our customers  upon request. In turn Duke Energy will provide a “best efforts” list. The supplier is required to ensure that all accounts are able to be enrolled in the Choice Program. Suppliers are also required to provide the customer’s with an opt out letter that gives the customer the opportunity to opt out of the aggregation enrollment. If the completed opt out  letters are not returned the suppliers provide Duke Energy with a list of customer’s to enroll in the choice program. Ive spoken to Ms. Klungle and made her aware certified suppliers are regulated by the Public Utilities Commission.  Please let me know if you need any additional information. A. J[redacted]Duke EnergyConsumer Affairs Specialist

I only applied to [redacted] because that was the only resource available to avoid disconnection. I do not plan to stay on [redacted] and I believe my bills would be less if they were read and not estimated. Again I don't think it is fair to estimate my bills based on a previous tenant's usage. The apartment manager stated she was not aware that Duke was attempting to reach her. She stated she has not had any messages, has been in the office and she gave Duke a key to enter the building. According to Laura R[redacted] at Duke, the meters were de-certified which means they are not able to be read remotely. She sated I can read the meter myself and call in the reading. I will inform the apartment manager that information but I am not satisfied with Duke's response. I don't want to stay on [redacted] because even that amount is not fair. It may be in the winter or summer but not the fall or spring. I've been a Duke customer for over 35 years and never missed paying my bill. If the meter was read fairly, I would not have to be on PIP. I had no choice because I have been trying to resolve this since September. It has been almost 6 months!!!    Tell us why here...

The customer spoke to our tree trimming supervisor and was
satisfied with our additional work that was done. At this time, Duke Energy has
rectified the unsatisfactory trimming that was done previously.

RE: [redacted] Teal
The property Ms. [redacted] lives in appears to be a 4 family structure. Each unit is equipped with an electric meter and each tenant is responsible for the electric meter included on their Duke Energy account. While the owner does not live at this property he does have a separate...

account in his name that includes common use gas and electric meters. On 3/25/15 Duke Energy received notification that there was an indication that the electric common use house meter for the building was billed on Ms. [redacted]'s Duke Energy account and that the electric meter for Ms. [redacted]s(the tenant) was inadvertently billed on the house account. This is a description of a "switched meter".
On 5/4/15 an electric switched meter investigation confirmed that the Ms. [redacted] was being billed for the house electric meter usage and that the account for the house meter included her electric metering usage.
I have attached a spread sheet to show the minimal monthly electric charges that appeared on Ms. [redacted] Duke Energy account between 4/28/14 - 4/28/15. The minimal electric charges are a reflection of the meter servicing common use areas of the building, ie.. hall, basement etc... The spread sheet also shows her actual usage that generated in her unit but was mistakenly billed on the house account between 4/28/14 - 4/28/15. Please notice the typical increase in usage during the winter months. In order to correct the billing we added $748.34 to Ms. [redacted] account. The amount is the difference in what she was billed and what she should have been billed during the 12 month period.
Duke Energy is regulated by the Public Utility Commission of Ohio. Please review the information from the PUCO I have attached regarding "Billing Adjustments". Paragraph 5 states Duke Energy is limited to a 12 month adjustment for residential service that has been undercharged.
Ms. [redacted] account is enrolled in Duke Energy Ebill program. She has chosen the option to Autopay her bill each month. The current bill due of $70.97 generated at the 12/29/15 meter reading. The $748.34 adjustment amount was added to the balance on 1/14/16. The Ebill Autopay system only deducted $70.97 from Ms. [redacted] account. The $748.34 adjustment will be included on her next bill.
Ms. [redacted] stated in her inquiry that a pending payment for the full amount cause her account to become overdrawn. I am happy to discuss this issue with her and will need supportive documentation.
I understand how these additional charges are concerning to our customer. This issue is nothing she initiated or was even aware of. We have payment plan options available that I can modify to fit her budget. I have tried to call her several times but the mailbox is full and I am unable to leave a message. I will use her email contact information to reach her. I would like the opportunity to address her concerns. Please let me know if you need any additional information.
A. J[redacted]
Duke Energy
Consumer Affairs Specialist
###-###-####

Duke Energy records show that the issue the customer was experiencing with [redacted] pay was resolved in July 2015.
The account has been subject to disconnection 9 times in the last 12 months. Duke Energy has a policy that requires a security deposit from customers if services are...

subject to disconnection. Duke Energy has previously waived a security deposit in October 2014, May 2015 and July 2015.
A security deposit of $350.00 was billed in August 2015 due to the account being subject to disconnection again. With that said, Duke Energy has agreed to remove the $350.00 security deposit for a final time. If the account is subject to disconnection in the future or is disconnected for non-payment, Duke Energy has the right to bill another security deposit.
Furthermore, Duke Energy is authorized to charge a security deposit as allowed by the [redacted] in its approved Tariff and the Indiana Administrative Code, 170 IAC 4-1-15(e) (copy attached).
The security deposit has been removed, along with a late fee of $3.69. An account balance of $135.51 remains. The bill was due on October 5, 2015. Duke Energy read the meter on October 7, 2015 and currently there is a new bill being generated, however the balance for that new bill has not been calculated. Duke Energy tried reaching the customer by phone, but there was no voicemail setup to leave a message.

Duke Energy has reviewed the customer’s account. The increase in usage is due to the colder temperatures we have had. The average daily temperature for the billing period was only 30 degrees, compared to a daily average of 48 degrees the month before. Comparing the usage with previous history for...

this account, the usage is in line with previous winter bills. We understand that the customer states she was not at the apartment for much of the billing period, however an empty house with the heat on low can still use a significate amount of power when the temperature outside is lower. The house does not have the daily routine of cooking, showers, and people to help heat the air. This was an actual meter reading, not an estimate, so the usage is correct. On 1/26/17 we tested the customer’s electric meter and the meter tested accurately. We also took another meter reading and the meter shows an additional 600 kWh being used since the last meter reading on 1/5/17. We might suggest our seasonal energy saving tips available at https://www.duke-energy.com/home/savings.  We also offer a Budget Billing Program which is based upon the average monthly bill for the property.  You can find a detailed explanation of the program and what options are available at https://www.duke-energy.com/home/billing/budget-billing. I hope this information is helpful.

RE: Duke Energy        [redacted]   I had the opportunity to speak with [redacted] this morning regarding his concerns  related to frequent outages in his area. I informed him that I was directing his request for an...

investigation to Duke Energy’s Reliability Team. The team will identify the root cause of the outages he is experiencing and work to minimize the outages that occur in his neighborhood. [redacted] is aware that outages resulting from storms or vehicular accidents may be unavoidable. Duke Energy’s Reliability Team is committed to finding opportunities to minimize electrical outages when we can. I have informed [redacted] I will contact him to provide an update once we have completed the investigation. He also has my contact information should he need an update prior to me following back up with him. Duke Energy is unable to provide a credit on an account based on an outage experience. The customer is charged for usage that passes through the meter. In an outage situation no usage is passing through the meter. Please let me know if you need any additional information. My contact information is listed below.   A. J. Consumer Affairs Specialist Duke Energy ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Date Sent: 10/29/2015 12:38:49 PMDuke Energy did make the necessary corrections to the customer’s account on 9/14/15. The customer made payment on the account on 9/16/15 and the account is paid in full.

Date Sent: 5/19/2016 8:27:28 AMThe complaint has been settled with much resistance.  It took 41 years & the PUCO to help settle my complaint.  Why is Duke allowed to create animosity between customers & Duke?  These people in my opinion are as close to corrupt as possible.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I reject it because  they lied from day one and made me lose my  time  and wasting money getting not one but two  affivdavits  sent in to the company .If my mom really  was on  energy  assistance  I would like to know  why ,I was  made to make payments ?  I have  bills  that  were sent to my house for my mom's house in which I had to pay the bills .I just think  you  all came up with a way to keep her money .
Regards,
[redacted]

RE: [redacted]
The property is equipped with an electric Smart Meter. In November the meter failed to transmit meter reading data electronically for billing purposes and the account was billed $205.35 due 12/28/15 with an estimated meter reading.In December the meter was replaced and our...

technician was able to retrieve the actual meter reading from the meter. The prior estimated bill was cancelled out and a new bill should have generated based on the actual meter reading obtained in December. Unfortunately that did not happen. The billing due 12/28/15,1/27/16 and 2/26/16 were all held systemically and the customer received bills showing $0.00 amount due for those due dates.
The billing issue was resolved in February. The customer received 3 bills within one month.
I have spoken to Mr. [redacted]. I have apologized and explained the billing issue that occurred causing him to receive 3 bills in one month. The bills are accurate and based on actual meter readings and not an estimate. He has agreed to an extended payment plan modified to fit his budget.
Please let me know if you need any additional information. My contact information is listed below.
A. J[redacted]
Duke Energy
Consumer Affairs
[redacted]

RE: Duke Energy Account
For: [redacted]
Our records indicate the Duke Energy bill prepared 8/1/2014 included a notation that stated-Attention: "Existing accounts without satisfactory security, and carry a past due balance or have been disconnected for nonpayment, may be charged a deposit"....

At this time we do not have a Security Deposit on file for Mr. [redacted]'s account that would ensure compensation for service we have already provided. The message on the bill that generated on 8/1/14 was an alert designed to make our customer aware the probability existed for a security deposit request to generated. Non-payment disconnection notices precipitate a security deposit request. His Duke Energy account continually included disconnection notices and as a result a security deposit request was included with the most recent bill. I have left a message for Mr. [redacted] to contact me. Perhaps there is a way we can work together to alleviate the hardship the deposit has placed on him and his family. I am hopeful he returns my call soon as I am unable to offer assistance without communication.
Please let me know if you need any additional information. My contact information is listed below.
[redacted]
Consumer Affairs Specialist
Duke Energy
513-[redacted]

The service was disconnected for non-payment effective January 8, 2016. The last payment received was $175.00 on October 29, 2015. In order to restore service, Duke Energy requires payment before service would be reconnected. The customer was informed on January 12, 2016 that Duke Energy would...

require a minimum of $498.00 to restore the service. The customer was on PIPP, but was removed effective January 14, 2016. At this time the final amount due on the account is $2,602.15 due February 5, 2016. Again, Duke Energy will require $498.00 to restore service. A $25.00 reconnect fee will also apply to restoring service.

RE: [redacted]
The electric service at Ms. [redacted] residence was disconnected for non-payment on 7/6/15. The customer was informed of various options to restore the service. The service could be restored without a payment with a medical certification from a health professional or she could...

choose the Separation of Service Option. This option enables our customers to restore the service for a reduced amount. However the second service must be disconnected until which time a sufficient payment can be made to restore that service. Ms. [redacted] chose the Separation of Service option. The gas meter was disconnected. The gas meter and account balance was separated from the electric account and the electricity was restored on 7/6/15. Ms. Mallory contacted the company in October to inquire why her water heater is not working. Our representative reminded her the gas service has been off since July. Our representative informed her the required payment to restore the as service was $291.50 or she could use the Winter Rule option and make a minimum payment of $175.00 to restore the gas service. The remaining balance would be enrolled in a payment plan. Ms. [redacted] became very upset. A decision was made to restore her gas service without a payment and an order was generated to restore the service. Ms. [redacted] ask that we come between 12:00 noon and 4:00 p.m. on 10/23/15/ The technician arrived at 3:02 p,m. and no one was at the premise. We cannot restore gas service without the customer being at the premise due to required safety checks. The customer called back in at 4:26 p.m. to reschedule the order to restore the gas service. Unfortunately crews were booked up to capacity. The next available opening was on 10/26/15. The gas service was restored at 11:30 a.m. on 10/26/15.
I have tried to contact Ms. [redacted]. I would like the opportunity to address her concerns, apologize for any inconveniences and discuss the account with her as well as offer a payment arrangements to avoid this situation from occurring again.
If you need any additional information please let me know. My contact information is listed below.
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]