Kelly Scott Heating & Air Conditioning, Inc.

The customer did receive a bill that reflected some corrected billing from the prior month. In December the meter reader entered a read that was too high, it showed that the customer would have used 11,849 kWh. Our billing system recognized that the reading was incorrect, and the bill was estimated....

In January when we took the next meter reading, the billing system found that the estimated read was too low so the estimated bill was canceled and rebilled based on the January read. The customer was billed for 934 kWh ($113.26) based on the original estimation, however they should have been billed around 2,398 kWh ($240.95) based on the January usage. Then their January usage was billed at 2,105 kWh ($214.26).   On the customer’s December bill, the present meter read does have an ‘E’ next to it indicating that the bill was an estimate. On the January bill, it shows that we canceled the previous bill amount of $113.26 and rebilled it at $225.19, which does show as a balance forward of $111.93. This does not have a negative impact on the customer’s account history. On the bottom of the January bill there is also a bill message that states the bill reflects the canceled and rebilled charges. On page 2 of the January bill, it does have a breakdown of the prior months charges.   I have attached a copy of the December and January bills.

As a one time courtesy, Duke Energy has waived the security deposit billed to the account and applied the security deposit with interest that was previously paid.  Just as a reminder, the total balance due is $13.72 on 09/20/16.

We apologize for the inconvenience. The customer was mailed a paper bill 3/30 that was a disconnect notice, they also received this by email as well. The minimum amount was not paid by the due date, so service was disconnected for non-payment. Any time service is disconnected for non-payment the...

customer is billed a reconnect fee and a security deposit, if they don’t already have one on file. The customer was billed the $25 reconnect fee and a security deposit of $135.00, we aren’t able to waive those fees.   The deposit will be credited back to the customer, with interest, when the account is paid by the due date for nine consecutive months, or for 10 out of 12 consecutive months.

Paid security deposits are applied to a
customer’s bill upon satisfactory payment by the customer for a period of
either 9 consecutive months (from the date the deposit was paid in full) or 9
out of any 12 consecutive months, provided that the customer did not make late
payments for any 2...

consecutive months. Once satisfactory payment has occurred, the
security deposit is applied to the active account, unless the customer contacts
Duke Energy prior to that happening or prior to a new bill being generated,
then a refund check for that full amount can be sent to the customer.In this situation, the security deposit was
applied to the account prior to the October 7th reading of the
meter.  A pending bill did generate on
October 8th, which was paid by the security deposit.  Once the bill printed on October 22nd,
the credit balance was $494.01, however Duke Energy read the meter again on
November 5th and a pending bill generated on November 6th,
at that time the credit balance applied to the new bill, resulting in a
remaining credit balance of $299.05,At this time, the credit balance of $299.05
is still on the account.  Duke Energy can
refund that amount, but the customer must agree to that.  Duke Energy is scheduled to read the meter
again on December 8th, which at that time another pending bill will
generate on or after December 9th.   The customer may contact Customer
Service at 1-800-521-2232 to request a refund of $299.05 prior to December 8,
2015.

I didnt put self on ebill I want the call reviewed                              Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from Duke Energy contains this sentence "The customer did receive a bill that reflected some corrected billing from the prior month."  This is the same issue that I faced when I spoke to their customer service department over the phone.  Some information is not all of the information.  The  explanation of the billing practices and how the total amount owed was calculated is convoluted and confusing.  All their response contained was a complicated explanation of their inability to read their own meters and a copy of the bills that they had already sent.  Nothing has changed to make me believe that the charges are legitimate.
Regards,
[redacted]

Duke Energy has reviewed the information provided by the customer.  Records show that the bill statements were mailed to a different address than the service address since service began in February 2015.The mailing address has been corrected to the service address.  Attempts to reach the...

customer were made and voicemail left for the customer to return Duke Energy’s call, but we have not heard back from the customer.  Although Duke Energy had the incorrect mailing address on the account, it is the responsibility of the customer to contact the utility if they are not receiving bills.   Duke Energy records do not show that the customer contacted the utility to inquire about not receiving the bills until the service was disconnected on May 7, 2015.   As a courtesy, the $25.00 reconnection fee was removed.   If the customer has not already filed a claim with Duke Energy, they made do that by calling Duke Energy’s Claims Department at 1-855-398-2370.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below Intersting that you don't have GPS for that date.  Then what date were you by my house?  I don't care what GOS states. These indictable were there between 7:50am - 8:30 am.  If they weren't in my area how else would I know the [redacted] work vehicles?   Why did your Duke Energy person agree that this was damaged caused by the "work" performed in our area?  Why was I told to get the estimates for damage - so I would be reimbursed for the expenses?  Obviously this gentleman knew it was the company doing the work for you.  How else would I have gotten the information needed to file complaint?  I would like the GPS information from that day - how do I know they had it turned on?   How do I know they didn't think "hey this will only take a few minutes let's get it knocked out quickly?  We had a member of your company apologize to us - agree it was your company's fault - and asked us to submit paperwork.   I'm guessing you don't have any record of that either.  
Regards,
[redacted]