Kelly Scott Heating & Air Conditioning

RE: [redacted] *** Refund Check The refund check originally generated on 7/11/In August Ms [redacted] notified the company she has not received the checkA Stop Payment was processed on the original check and the check was reissuedThe mailing address was also updatedThe refund check was mailed on 9/13/To date Ms [redacted] still has not received her refund checkOn 10/28/a stop payment was placed on that check and another check has been reissuedOur representative mailed the check to the Treasury Deptfor a signatureArrangements have been made to mail the check directly to Ms [redacted] after it has been signedI have spoken to Ms [redacted] and made her aware we are working to resolve this issue If you need any additional information please let me knowMy contact information is listed belowA J [redacted] Consumer Affairs SpecialistDuke Energy513-287-

We apologize for the inconvenienceThe customer was mailed a paper bill 3/that was a disconnect notice, they also received this by email as wellThe minimum amount was not paid by the due date, so service was disconnected for non-paymentAny 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 fileThe customer was billed the $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 out of consecutive months

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI am relieved that we do not need to worry about people entering our back yard without our permission However, I wish some attention had been paid to the poor customer service I received when calling Duke Customer Service about this issue Regards, [redacted]

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

Duke Energy has investigated the customer’s concernsTwo of our supervisors in the field have contacted the customer and spoken with him They reviewed each of the outages and the causes for each with himWe advised that we do have procedures in place to mitigate wildlife issues and that we addressing those needs in the areaTwo of his recent outages were cause by wildlife, one was due to storms in the area, and the 4th outage is still being looked into to determine the cause

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] there was nothing there to mention a bad read in november or of being told two times I would get an adjusted bill then was told I would not

The customer did receive a bill that reflected some corrected billing from the prior monthIn December the meter reader entered a read that was too high, it showed that the customer would have used 11,kWhOur 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 readThe customer was billed for kWh ($113.26) based on the original estimation, however they should have been billed around 2,kWh ($240.95) based on the January usageThen their January usage was billed at 2,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 estimateOn the January bill, it shows that we canceled the previous bill amount of $and rebilled it at $225.19, which does show as a balance forward of $This does not have a negative impact on the customer’s account historyOn the bottom of the January bill there is also a bill message that states the bill reflects the canceled and rebilled chargesOn page 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

RE: [redacted] ***Duke Energy has confirmed there is an issue with the account number assigned to [redacted] s account when making an electronic Payment through Western Union's Speed Pay optionWe are also aware that the same issue may be occurring when she tries to make a payment at Pay Agents that accept Duke Energy PaymentsDuke Energy's I T team is working to resolve this issue.I have spoken to [redacted] and notified her we are working towards a solutionI have also placed a suspend on her account to prevent any type of disconnection notices from generating on her account while we continue to investigate and identify what is preventing her to make electronic payments on her accountI will provide the customer with an update once this issue has been resolved.If your need any additional information please let me knowMy contact information is listed below.AJ***Consumer AffairsDuke Energy

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 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 total account balance of $1,is due March 2, We must receive your minimum payment of $prior to March 3, to avoid disconnection of service To prevent future disconnect notices, the account balance must be paid in full by the due date each month The customer may contact our Customer Service Department by calling 1-800-521-to setup payment arrangements on the balance if needed We 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

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 $on 09/20/

The customer did receive a larger bill in August, but that is due to the fact that the meter was under read in July, which resulted in a much lower bill for JulyIn July she was only billed for kWh but compared to the year before she used 1,kWhThe higher usage in August was catching up what she had used, but not been billed forThe customer is already on a payment agreement and owes $9/21/We apologize for the inconvenience

Duke Energy investigated the customer's concerns and found that he was setup for service at an incorrect address Once he contacted Duke Energy to have the account corrected, charges were already billed in the amount of $245.99, which he is not responsible for Duke Energy spoke with the customer and informed him that the charges have been removed and he is not responsible for the account that he never lived at Duke Energy apologizes for the error and the inconvenience this has caused the customer

Duke Energy apologizes for the customer’s less than desirable customer service experienceCoaching will be provided to the individuals involved It appears the previous owner had already disconnected the service by the time the customer called in for serviceThe agent did place the order for the same day, however due to the large number of outages we had due to storms, we were unable to complete that request the same dayI do show the service was restored the next day around 2:15pm

Duke Energy would like to apologize for the inconvenienceAfter a thorough investigation, we are confident in the decision to deny the customer’s claimNo evidence was ever provided by the claimant regarding the damage and her account of the events do not match the work that was performed near the residenceThe GPS reports on the equipment and the crew’s statement of the events also do not match what the claimant has stated We do not find that Duke Energy or [redacted] can be held liable or negligent for the damage

Duke Energy has a policy that requires a security deposit from customers if services are subject to disconnection This commercial account has been subject to disconnection times in the past months Duke Energy will not be waiving or reducing the security depositThe total account balance of $was due October 16, To prevent future disconnect notices, the account balance must be paid in full by the due date each month We will credit your paid deposit, plus any interest earned, to your bill upon satisfactory payments for a period of months This is provided that there are no more than late payments in 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 the same business nameA Surety Bond from your insurance company would also be accepted to waive the security depositThis is purchased by the customer from a surety company in the amount of the deposit requested by Duke EnergyThe bond binds the surety company and the customer to Duke EnergyIn the event of a payment default by the customer, Duke Energy can make demand from the surety company for payment of the bondDuke Energy may also accept an Irrevocable Letter of CreditThe customer would request this letter from a bank and the bank guarantees the deposit amount will be available to Duke Energy if the customer’s account warrants a deposit be charged in the future Irrevocable Letters of Credit will be accepted if issued by a bankLetters from credit unions and other financial institutions are not accepted

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 6 times in the past 7 months. The payment history of the account justifies having a paid security deposit on... file. Duke Energy does not make payment arrangements on security deposits. Your charges for electric service are reasonable and just as required by I.C. 8-1-2-4 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, 170 IAC 4-1-15(e) (copy attached). Duke Energy will not be waiving or reducing the security deposit. The total account balance of $843.63 is due February 11, 2016. We must receive your minimum payment of $264.82 prior to February 12, 2016 to avoid disconnection of service. To prevent future disconnect notices, the account balance must be paid in full by the due date each month. We 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 months. This 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 customer experienced this at her previous address. In January 2015 she was billed a security deposit because she had received 4 disconnection notices in 12 months. That security deposit was applied to her final bill for that address, which reduced her final bill amount to $98.14 which was transferred to her new account.

Paid security deposits are applied to a customer’s bill upon satisfactory payment by the customer for a period of either consecutive months (from the date the deposit was paid in full) or out of any consecutive months, provided that the customer did not make late payments for any consecutive monthsOnce 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 $ 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-to request a refund of $prior to December 8,

RE: [redacted] *** Good day,I have attached billing documents to show the bill due 2/13/was a result of a payment plan arrangement between Mr [redacted] and Duke EnergyOn 1/18/Mr [redacted] agreed to pay a $installment towards his existing balance in addition to the current charges and taxes for consecutive months in order to become current on his accountThe amount due of $includes- $installment plus current charge- $and-$tax chargeA payment was not made towards the amount due causing the payment plan to defaultThe last payment that posted on the account was in the amount of $on 1/19/Each subsequent bill did include a disconnection noticeThe service was disconnected for non-payment on 3/23/and a final bill generated on 3/28/Prior to the disconnection of his service Mr [redacted] did contact the office with questions about his payment planHe was advised to contact “211” in order to apply for financial assistanceHe was also informed he had the option of utilizing a Medical Certification to avoid disconnection of servicesA medical certificate prevents disconnection if a physician (or individuals with a medical title; i.eRN, LPN, etc.) Public health official, or licensed social worker determines a patient needs electricity due to their medical condition by extending the disconnect date for ten business daysThe postponement of disconnection shall be continued for one additional ten (10) business day’s period upon the provision of an additional such medical statementHowever a medical certificate cannot be used to restore service that has been disconnected for non-payment of the billA customer may use two Medical Certificates in a rolling month period.I have left a message for Mr [redacted] to contact me to discuss some options he may have in order to restore his service Please let me know if you need any additional informationJ***Consumer Affairs SpecialistDuke Energy513-287-

Duke Energy contacted this customer and tried to discuss the billing, however the customer was not open to have a long conversation regarding the bills or usage history Duke Energy has attached a copy of the usage history for the last two years The meter has not been estimated and the particular bill that the customer is referring to as a large increase is the January 12, bill statement, which was for days of service from December 9, through January 12, During that time period, colder temperatures were recorded in the customer’s area of below degrees for days during that billing cycle The cold weather that occurred during that time can certainly contribute to a higher bill, in addition to other factors, such as how many people are in the home, what appliances are used and what temperature the thermostat is controlled at in the home The conversation between the customer and Duke Energy did not speak of those items, as the customer requested to not speak with the Duke Energy representative any further Upon reviewing the account, Duke Energy has determined that no billing errors have occurred, no adjustments will be made to the customer’s account