Kelly Scott Heating & Air Conditioning

RE: [redacted] Revdex.com # [redacted] The electric meter at this property was installed prior to At that time Duke Energy was installing dial meters for most residential homes in the Indiana areaThis type of meter is only capable of registering 1/of what the customer has actually usedFor every amps of service this customer uses the meter will only register ampFor accurate billing purposes a formula is used that includes multiplying the monthly usage by I have attached a copy of the current bill due 1/24/for review The bill will show between the meter reading dates of 11/28/(9560) – 12/29/(9564) the difference in the meter reading is The usage appears to insinuate the customer only used KWH with a day periodFurther review of page of the current bill will show a multiplier of was used to calculate the usageThe result indicates the customer used KWH during the day period= (X 40= 160KWH)These results are also shown on page of the current billThere have been times when we have estimated a meter reading due to non-access of the meterThe meter reader has indicated a gate padlocked on multiple occasions We have generated orders to read the meter in between scheduled monthly meter readings to confirm that the meter readings are in lineI have scheduled a meter test for today to confirm that the meter is not defectiveI have spoken with Ms [redacted] regarding her concernsI plan to follow up with her with the results of the meter test once this information becomes availableMs [redacted] also has the option to enroll in a Duke Energy payment planPlease let me know if any additional information is requiredMy contact number is listed below A J [redacted] Duke Energy Consumer Affairs Specialist 513-287-

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 statesThese indictable were there between 7:50am - 8: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]

RE: [redacted] ***Fixed Bill Program Mr [redacted] enrolled in Duke Energy's Fixed Bill program in August of Please review the Terms of Service for this program: The term of the Service Agreement will be for twelve (12) monthsEach year, before the 12-month Fixed Bill period is over, a new Fixed Bill amount for the following year will be calculated and the customer will be notified of the new contractual amountThe customer must then authorize renewal in the program via Web, Phone or Business Reply CardAfter the customer has completed two consecutive years in the program, Service Agreements will automatically renew at the new fixed Bill amount for the following year, unless the customer notifies the Company otherwiseUp until the 10/2/meter reading date the Fixed Bill installment amount was $The new contractual amount adjusted to $at the 11/2/meter reading dateDuke Energy’s Indiana customer accounts include a state tax The $Fixed Bill due 10/27/included a $Fixed Bill installment and a $state tax ($+ $= $171.44)The $Fixed Bill due 11/25/included a past due amount of $and a current Fixed Bill charge of $($+ $227.65= $403.90)The bill due 10/27/had not been paid prior to the next bill generating at the 11/2/meter reading dateAs a result the bill due 11/25/included a past due amount which also includes a $late chargeOn 12/3/our representative spoke with Mr [redacted] regarding an application for new serviceHe stated he has recently closed on a new home at a different addressI monitored the phone call and Mr [redacted] did not request to be removed from the Fixed Bill Program from his previous addressHe also did not request the service disconnected at the previous addressHe did however request to become enrolled in Duke Energy’s Budget Billing Program at the new location at which time there was discussion regarding his other account being on the Fixed Bill programHe did not request to be removed from the program at that timeOur records indicate Mr [redacted] notified the company on 3/24/that he wanted his account to be removed from the Fixed Bill programThe Fixed Bill installment amount had adjusted at the 11/2/meter reading date and the account was only months into the month service agreement requirement when we received a removal notification A decision was made to waive the $early cancellation feePlease review the Customer Voluntary Removal agreement below: Customer Voluntary RemovalIf customer chooses to leave the Fixed Bill Program prior to the end of the 12-month Service Agreement period, customer will be removed from the Fixed Bill Program, and Applicable Removal Charge will applyAfter the end of the Service Agreement period, eligible customers may choose to enter into another 12-month Fixed Bill Service Agreement, or return to Standard Residential TariffIn either event, no Applicable Removal Charges will apply Please let me know if I can provide any additional informationAJ [redacted] Consumer Affairs Duke Energy 513-287-

RE: Duke Energy Account [redacted] Payment: $Revdex.com CASE: [redacted] Dear Sir/Madam: On 5/24/the service at MrPlummer’s residence was disconnected for non-paymentA representative of a support agency called requesting information on the amount needed to restore the serviceOur representative informed the agent that the amount to restore the service was $429.49.Our records show on 5/28/a payment totaling $was made via the Speedpay electronic payment systemOn 6/2/the payment was returned to the company by the bank noting: “Account not found” Speedpay is a customer driven automated electronic payment systemThe individual conducting the payment transaction would need to have knowledge of the Duke Energy account to which the payment is to be appliedA review of the Speedpay record indicates an inaccurate checking account number was entered into the systemThe Speedpay system is not capable of discerning if a checking account number is accurate or notOnce the individual making the payment has submitted the required information the payment post to the Duke Energy accountThe payment is then forwarded to the bank to be reconciledIn this case the payment was not reconciled because the bank was unable to match the checking account number provided to a checking account in their system Duke Energy does not impose payment constraints on individuals or the agency’s that are in place to support our customersIt is quite possible that the customer did not physically conduct the Speedpay transaction; however the customer may have been aware that an agency was going to make a payment on their behalf to restore their serviceI have left a message for our customer to contact me in order to address any other concerns they may have Please let know if I can be of further assistanceMy contact information is listed below A.J [redacted] Duke Energy Consumer Affairs Specialist 513-287-

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]

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, As a courtesy, the $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-

The security deposit of $has been placed on a three month payment plan for $a month in additon to the monthly bill charge Currently a balance of $is due July 10, The first payment of $will be due with the next bill that generates after July 17, The $balance are electric charges from May 16th through June 11, The account is currently not scheduled for disconnection If the $is not paid by July 10th, the account will be eligible for disconnection with the next bill after July 17,