Kelly Scott Heating & Air Conditioning, Inc.

Duke Energy spoke with the customer and agreed to setup extended payment arrangements for a period of months, along with Quarterly Budget Billing. The customer will receive a new bill reflecting these changes after October 4, 2016. The customer will be required to make payment on or
before the due date each month in order to keep the payment arrangement and Budget Billing on the account

RE: *** ***Duke Energy AccountDuke Energy records show a total balance due in September of of $2,644.02.In September the customer enrolled in a payment plan to pay monthly installments of $in addition to $Budge Billing amount (to represent current monthly
charges). The bill due 10/14/reflected the month payment plan installment due of $1,($+ $397.00)No payments posted to the account by the 10/4/due dateThe next bill due 11/14/was for the amount of $2,This bill included: Payment Plan installment amount plus the past due balance plus a late charge (Past due balance and late charge- $1,+ $plus monthly Payment Plan installment - $1,= $2,(TOTAL)On 11/19/a payments totalling $3,was applied to the accountThe payments paid out the amount due and left a credit of $Because of the credit on the bill the next bill generated in the amount of $this bill was due 12/15/No payments posted to the account by the due date and the payment plan defaulte and was removed from the account The next bill due 1/13/was in the amount of $1,This bill was based on actual charges. The bill reflected the past due balance of $+ $late charge plus the Budget Billing Installment amount of $At this point the arrearage had been paid out and the account remained on Budget BillingThe actual account balance was $No payments posted to the accountTe actual balance on the account was: $+ + $current charges + $Taxes= $1,This bill was due 2/18/No payments posted on the accountThe next bill was for the past due amount, current charges and taxes: $1,+ $+ $= $2,On 3/24/a $1,payment posted to the accountThe past due balance, curernt charges, late fees and taxes have been generated on the accountThe total balance at this time is $1,747.93.I spoke to Mrs*** this afernoonThe balance on the account has been enrolled in a Payment PlanShe informed me that she had spoken to a Duke Energy representative and does understand the bill at this pointIf there are additinal questions or concerns please let me knowMy contact information is listed below.A.Jones, Consumer Affairs, Duke Energy

RE: *** ***Our records show a bill in the amount of $due 4/25/ generated for current account at *** *** **A payment of $posted on 4/11/at the previous account at *** *** ***I have spoken with Ms*** and confirmed she made the payment at her bank and did
not realize that when she moved to her new residence her Duke Energy account number would change. She used the old account number and the payment was applied to her previous account and not the account for her current address I have transferred the payment to her current account at her requestI have also cancelled the late charges that generated at the current accountI've monitored the phone call she made on 1/30/when she applied for new service at her current address, *** ***. I've explained to Ms*** that she specifically stated she wanted to leave the service at her previous address, *** *** *** available until the end of AprilShe concedes that she did not call at the end of April to request a disconnect at the service at her previous addressShe also understands that customer's who are in good standing with Due Energy are not limited to how many accounts they can have in their name at the same timeThere are many scenarios today when individuals manage multiple accounts for different reasons ielandlords.Ms*** is satisfied with this resolutionPlease let me know if you need any additional information.A.J***Consumer Affairs SpecialistDuke Energy513-287-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to meThanks a lot for your helpIt is truly appreciated
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below I have been without power for days nowI understand originally the power was disconnected due to non payment but I had called and paid my bill which is why the technician was at my house to turn my power back onYour company did not do their jobs correctly and I have now lost all of my food the was in both my refrigerator and freezer as well as not been able to stay at my home for a weekAs a single mom of kids this has been very taxing on my budget and very stressing to all of us I have been told by Duke that they will not do anything for me without an inspection and new meter base installedIs that still the case.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Duke Energy spoke with the customer and agreed as a one time courtesy to remove the security deposit. The customer understands that if the account falls into arrears in the future or is disconnected for non-payment, another security deposit could be charged and would not be waived. The
customer will also bring the the account current and is eligible to enroll with Budget Billing if they desire to do so, they can contact Duke Energy. The disconnection that was scheduled on the account has been cancelled

Duke Energy would like to apologize for the inconvenience, our hours of operation are 7am to 7pm M-FIf payments are made after hours, your order for reconnection is placed for the next working dayI show that the service was restored on 3/at 1:pmI apologize that the agent you spoke to
after-hours was not able to provide that information, but they are only trained to handle emergency callsWe again apologize for the inconvenience

Duke Energy does provide a detailed explanation of the rebilled charges on page of the customers January billIn the box marked ‘Explanation of prior month charges’The customer is able to see that all of the charges are exactly the same as they were billed to him in December, with the exception of the kWh usage which was what we corrected

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I understand that no one did their job and documented my phone callBut a call was placed from my work office a week before this bill was dueI explained to the customer service representative that I got paid on June 12th and could schedule a payment or call in and pay on that dayShe continued to explain to me that it would not be disconnected for being two days past due and to call in with the payment that dayHow am I even supposed to prove that a call was placed, if no one recorded it? Normally; I would fully understand that this is what happens when you don't pay your billsBut I was told that no service interruption would occurNow we are being told that if we don't pay another deposit by July 10th, that our service will be shut off againThis is NOT a fair way to treat a customer who made every attempt to avoid a service disruptionWe do our best, and this just isn't rightAt allThere has to be a record of us calling, somewherePlease, do the right thing hereWe have no where to go if that happens and no way to power a breathing machine without electricityThere has to be a way to reach an agreementEven though I fully believe that we were mislead by a representative of your company, I would greatly appreciate being able to pay the security deposit of in three payments of Even though I know for certain we should not be being charged for this in the first place because someone on your end messed up.
Regards,
*** ***

Duke Energy reviewed the customer’s account and did not find any record of the customer contacting the utility prior to the disconnection being completed on June 11, 2015. In order to prevent disconnection, the minimum past due payment of $was due on June 10, The total account
balance was $293.51.Once service was disconnection, the full balance is required to be paid in order to restore service, which Duke Energy agreed to restore service by requiring the past due balance of $158.22, in addition to $reconnect fee and $of a $security deposit. Once the security deposit is paid in full, the customer will receive the security deposit back with interest after consecutive one time payments or out of consecutive months, provided the customer does not make late payments for any two consecutive months. As there were no records of any notes or phone calls that the customer attempted to make a payment or arrangements prior to the disconnection of service, the security deposit and reconnect fee will remain on the account

Duke Energy apologizes for any inconvenience this has caused the customer. There is an automatic meter at the location, which means that Duke Energy should not have to access the backyard to obtain the read every month. However, on January 23, 2016, the meter reader did access the
backyard to obtain the meter reading. For the safety for our employees, we do advise our employees that if a dog is present that they should not attempt to enter a yard or through a gateThe Meter Reading Supervisor for this employee has been made aware of this incident and appropriate action has been taken with the employee. There are instructions on the account as of January 25, 2016, that a dog is on the property and if we should need access to the meter for any reason, then we must knock and allow the customer time to have the dog confined before entering the backyardDuke Energy takes these matters very seriously and we would never want anyone, a customer, employee or a pet to be harmed

Duke Energy has a policy that requires a security deposit from customers if services are subject to disconnection. This particular account has been subject to disconnection times in the past months. The payment history of the account justifies having a paid security deposit on
file The charges for electric service are reasonable and just as required by I.C8-1-2-and have been approved by the Indiana Utility Regulatory Commission (“IURC”). Furthermore, Duke Energy is authorized to charge a security deposit as allowed by the IURC in its approved Tariff and the Indiana Administrative Code, IAC 4-1-15(e) (copy attached) Duke Energy will not be waiving or reducing the security depositThe last bill generated on June 2, for a total account balance of $due June 26, The security deposit of $was charged on June 13, and a payment of $was received on June 14, 2017. The account has a zero balance at this time To prevent future disconnect notices, the account balance must be paid in full by the due date each month. Duke Energy will credit your paid deposit, plus any interest earned, to your bill upon satisfactory payments for a period of either nine consecutive months or any nine out of twelve consecutive monthsThis is provided that there are no late payments for any two consecutive months If you choose to discontinue your service before the deposit has been credited, it will be applied to your final bill. Any remaining credits would be sent as a refund check or will be transferred to another active account in your name if possible

The transmission line that is located on this property was on Duke Energy’s maintenance cycle for herbicide this year, This means that all sections of the mile line that have brush on them will either be controlled with an EPA approved herbicide, or mowed if the property owner refuses the
herbicide application Ms*** refused both the herbicide application and the mowing earlier this summerDuke Energy advised Ms*** that Duke Energy would at least need to mow or hand cut the vegetationDuke Energy provided a copy of the easement on August 25, and informed her that a crew would be there to remove the brush on August 30, Duke Energy only targeted wood stemmed vegetation, such as trees or large shrubsIt was explained to Ms*** that for safety and reliability reasons Duke Energy could not skip her property until the vegetation was even taller Duke Energy addressed the property like all other properties on the transmission line

RE: *** ***I spoke to Ms*** this morning regarding her accountI explained the bill due 6/2/included a note printed on the first page to make her aware "Existing accounts without satisfactory security, and carry a past due balance or have been disconnected for nonpayment, may be
charged a deposit." This was her notification that a security deposit could be applied to her accountI've also included with my response a copy of the Indiana Administrative Code to show Duke Energy retains the right to request a deposit under specific circumstances detailed in: IAC 4-1-Creditworthiness of customer; deposits; refunds", section (e).Ms*** is on a fixed incomeShe is also enrolled in Duke Energy's Fixed Bill ProgramHer monthly Fixed Bill installment is $She has a past due balance at this timeShe has made arrangements to pay $by 5/12/to bring her account currentShe will notify me after she has made the payment at which time as a courtesy, I will waive the depositMs*** understands this is a one time courtesy and that the deposit will reapply if certain conditions exist on her account.Please let me know if you need any additional information My contact information is listed below.AJ***Duke Energy, Consumer Affairs Specialist, 513-287-

The customer did contact us on 6/18/to set up a payment agreement on her accountThe deposit of $was set up on a month payment agreement to pay $a month plus current chargesThe agent did advise her that the disconnection was canceled, however there was an error that caused the order
to still issue out and her service was disconnected for non-payment on 6/19/ I show the customer contacted us on 6/20/and we did accept a payment of $and reconnected her service on 6/20/At this time I did waive the customers $reconnection fee, because she should not have been disconnected The customer is still on a month payment agreement for the security deposit and her next bill is getting ready to be sent to her I apologize for the inconvenienceOur customer service department is open Monday through Friday from am to pm and Saturdays from 8am to pm

RE: *** *** Our records indicate the customer did speak with our representative on 2/17/and made arrangements to pay $by 2/26/The service was disconnected for non-payment on 2/18/in error. The service was then restored on 2/18/due to the service being
disconnected in errorOur representative failed to provide an extension until 2/27/for the customer to make a payment of $on 2/26/and the service was disconnected for non-payment again on 2/26/The customer was required to pay the past due balance in order to restore the serviceBecause the service was disconnected for non-payment the account was billed a $reconnection fee and a $deposit.I plan to forward my research to Duke Energy's Preventability Team for reviewThe issues that cause the service to be disconnected in error will be addressedI have cancelled the $reconnection fee and the $depositI have left a message for Ms*** to call meI would like the opportunity to apologize.Please let me know if you need any additional information.A***Duke EnergyConsumer Affairs513-287-

Upon investigation by Duke Energy, it was found that no error occurred in disconnecting this customer. The customer spoke to Customer Service on April 25, and was advised of the balance due at that time. The total account balance was $due May 16, 2017. Another
bill generated on May 22, 2017, which indicated that it was a disconnect notice. The customer had previously paid $on May 16, 2017; however that was not the full amount due. It still left $past due, which was the amount required to avoid disconnection before June 13, 2017. The bill that generated on May 22, advised that the entire balance of $was due June 13, 2017. When a payment was not received, the service was disconnected due to non-payment on June 14, The customer paid the required amount to restore service and the service was restored on June 14, 2017. The customer was not charged a reconnection fee. Duke Energy will credit the security deposit, plus any interest earned, to the bill upon satisfactory payments for a period of either nine consecutive months or any nine out of twelve consecutive monthsThis is provided that there are no late payments for any two consecutive months. If the customer chooses to discontinue the service before the deposit has been credited, it will be applied to the final bill. Any remaining credits would be sent as a refund check or will be transferred to another active account in the customer’s name if possible

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Based upon the information that Duke Energy received in February when the customer's sister contacted Duke Energy to request service, it has been determined that the outstanding balance currently owed of $2,will need to be paid in full before any service will be granted at the
property. With both customers living here and a previous balance was left, which although has been paid in full, shows a pattern of unpaid bills at the property and now the customer's sister is requesting service again, the property is not cleared for service until payment received in full

RE: *** ** *** *** ***A review of Mr*** ‘s account indicates Duke Energy is his electric supplier and that there is a noticeable increase in usage during each winter heating season; peaking in December or January. In our conversation on 1/23/he stated that his heat
source is gas, which he receives from another utility companyHe also stated he does not use electric space heaters as a secondary heat sourceAt the 12/24/meter reading our records show the meter registered 2,kwh over a days between the 11/21/and 12/24/meter reading. The usage that generated for this period included the holiday seasons when many families may use a little more service in comparison to the non-holiday periodsA re-read was conducted at the residence on 1/10/The meter reading was higher than the meter reading taken on 12/24/This confirms that the meter reading taken on 12/24/was accurateI have also scheduled a meter test in order to rule out the possibility that our meter may be defectiveI suggested Mr*** consider contracting an electrician to trace the lines in an effort to detect appliances or equipment that may account for the seasonal increase in usage at his residenceHe stated the fee for a professional electrician will not fit into his budgetA Duke Energy Home Energy House call has been scheduled for FebruaryThe Home Energy House Call program is a free in-home assessment that provides customers with personalized energy information unique to their homes and energy practices. The program is designed to help customers learn how their home uses energy and provide insight and recommendations on ways to save energy. I’ve also discussed Duke Energy’s Budget Billing Plan as a payment optionThis plan offers a fixed monthly installment amount which enables customers to know what the bill is going to be each monthMr*** stated he will discuss this option with his wife.Please use the contact information listed below if you need any additional informationA J***Alicia.J***@Duke-Energy.comDuke EnergyConsumer Affairs Specialist