I just called customer service about an on-line billing problem and Ryan was amazing He was very professional, explained they were having issues with the billing website, credited me for the late payment fee, and got me all set up for auto-pay so I don't have to worry in the future What a difference a customer service representative can make! Do I wish my payments weren't so high, well of course
Duke Energy has erroneously charged me in Excess of $for one months electricThe have erroneously shut off my power with a sick asthmatic person in my homeThey charged the tax payer for a power plant that was never built and "accidentally" destroyed another, never claiming any financial liability for their mistakes and violation of public trust
Now after Hurricane Irma, Duke made every effort to restore businesses, but my neighborhood, including some very elderly and needy neighbors are forced to sufferWalmart, Target and Innisbrook (that is housing many Duke employees) are priorities over those living paycheck to paycheckThey have their power
I personally have lost in excess of $worth of food and my fish are dying, not to mention my wife, year old daughter and little dog are sick from the heat
Every day we now report the outage in our neighborhoodEveryday Duke tells us it must be on, because there's no record of any outage reportedA Duke representative went so far as to blame me for, stating I just need to turn on my breakersITS MY WHOLE NEIGHBORHOODHundreds of peopleThey don't all need to flip their breakers
We already pay the highest rates in the state and despite all of their blunders, Duke is seeking a rate increase next year
Duke has been a pox on the great state of Florida and a burden on our wallets and tax dollars
Plan to see me at every public meetingI will post/disclose my discontent on every public forum
I will do everything in my power to build a coalition to erradicate this parasitic organization from this state
The company is making individual families suffer without power during unacceptably high temperatures to get malls and shopping centers back up
On several occasions I have contacted them for reports and updatesThis company shows no sense of urgency in helping there customers get power back and are giving misinformation to customers about when service *** be restored
Failure to maintain tree trimming on their easement
Repeat calls to Duke Energy about trees growing into transformer; setting trees on fire and pulling on wires has not resulted in any assistance from the companyOn Monday a man showed up, assume he was a lineman, he never identified himselfHe just walked onto my property and said nothing about the treesToday a private tree service apparently hired by Duke showed up and said there was no problemTrees are trimmed every years unless there is an emergencyThere is a problem and the trees need to be trimmed before my shed catches fire or my family gets hurtPrivate tree trimmers won't trim the trees because they said Duke has toNo one seems willing to helpTrees on their easement have pulled my telephone wire off my house and their response was "hire an electrician to fix it"
For years every time it rained my whole neighborhood would lose powerA while back the power company came out and trimmed all the trees and growth around all the transformers on two of the three streets in my neighborhoodUnfortunately they did not take care of their equipment on my road and on Sept2, all houses on my street lost power for hoursThe rude people answering phones at duke energy, are ridiculous, every one we spoke to told us different lies about why its out and how long it would be out forWe were supposed to get text messages updating us, never got anyWhen I asked why they had not trimmed the growth around the transformers on our street she did not know why and asked if I would like them to come out, I agreed for them to since they should have done it when they did the other two streets, and if they had then most likely our whole street would not have lost hundreds of dollars worth of food, and had to suffer the inconvenience of hours without power
Duke Energy is taking advantage of customers because of the monopoly they have on electricityI complained about the jump in my bill about months ago yet they are still giving me high bills again and are trying to convince me thats its my fault when I know how long I use the electricity in my houseI live in an apartment thats small and its only myself and a * year old kid who is in school most of the day while I workI turn the air conditioner off most of the time and cook very littleI also run the washing machine once a weekI lived in the same apartment complex in another apartment that is way bigger than the current one and had FOUR people living there yet the bill was lowerThis last recent bill is way too high and something needs to be done about itI am sick and tired of being robbed blind by this electric company! There are charging me way too much money and trying to convince me that it is correct and I know its not*** ***
budget billing discrepancies
they are charging me a month on my budget billing which is way offmy bill was under for months but they still seem to be charging me even thought its supposed to change every months and be lower if the actual bill is loweri had bills last year that maybe added up to
maybe which has been paid off but they continue to add more charges on my account falsely and charging me more and more
Duke Energy has been completely unprofessional and unorganized since the power outage caused by Irma
I am going on days with no powerDuke Energy has provided different stories online than the ones they tell when you callTheir outage map has changed it's range for my address twice and I am not sure how that is possible unless they changed the electrical grid my street is onAlso I should note that part of the range they have showing on the map now already have powerAlso I reported my outage again twice today 9/and each time I got a message back from Duke stating an outage was never reported in my area which is not trueI have screenshots for proofOne day I called and they said someone was dispatched to my area at 9:45AM and I did not get power that dayThe next time I called on 9/the female employee advised me that the duke systems and the systems of the out of state techs do not communicate so if there is an issue the out of state techs have to drive to the duke e
Had service with Duke for yearsReturned my deposit per their policyMoved to new home, wouldn't allow a transferAsked for deposit again!
Duke Energy's policy is to return your deposit after months of service We lived in our home for years, they returned our deposit We bought a new home and I called to transfer service and the customer service representative I spoke with said I wasn't allowed to transfer services because someone had already canceled my serviceI told him that makes no senseI know I didn't cancel my service, and my husband did not eitherI wasn't happy after going back and forth with the rep and I reluctantly gave them an additional deposit that they were requiring me to give them to start new serviceI needed to make sure we had service as the the weekend was approaching and didn't want to be without service for myself and my family Later that day I told my husband the story and how ridiculous it was so he called back and spoke to another rep and
I received a *** from Duke Energy for double my standard *** for the month of August
On or about 08/07/2017, I contacted Duke Energy to transfer my service effective 08/25/due to a move from an apartment to a houseI had been on budget billing which averaged my *** on a month cycle based on the previous yearI was currently under a *** of $and had automatic payments sent from my bank before the due dateWhen I received my *** for Aug (due in September) it was $When I called to find out what happened and why my *** was so high, I was told I had to pay the balance from the budget billingI don't have a problem paying the *** but it would have been nice to know this when I scheduled the transfer of service so I could have planned for this additional expenseBut now, it's nearly September and I've just moved which is an added expense and I have other bills that have additional expenses due to the move and additionally an electric *** that is double my nor
I am being required to provide an unnecessary security deposit to establish service with Duke Energy
My husband and I are relocating to Largo, FL from out of state next monthOn 6/30/16, I registered for an account at the Duke Energy website and attempted to establish service to begin 7/18/at *** *** *** in Largo Upon submitting our info, including my social security numbers, I was informed that a $deposit is required to establish serviceMy husband and I have excellent credit, and the only recent credit inquiry was made on 6/20/by a rental house property management firm who informed my husband and I that we have "stellar credit."
Assuming there must be a mistake, I followed up by calling Duke Energy three times on 6/20/and speaking with three customer service reps to determine the reason for the security deposit requirement and whether it could be waived or met using a guarantor or a letter of reference from out current utility companyI received vague answe
My wife recently moved and since then we have had issues with billingDuke has given incorrect fees and taking out of account later than scheduled
My wife recently moved and since then we have had issues with billingDuke has given incorrect fees and I have been slapped with a outstanding balance I was unaware of considering when I moved I was given a break down of the balance I would oweDuke also has been taking out of account later than scheduled causing issues with my account considering I have other bills taking out my account automaticallyThis is the third time this has happened and I spoke with a manager March and the only answer I could get is well they have a third party and they take out later and the funds should be there if I know I have a bill hat needs to be paid with them
On 11/27/I spoke to a customer service rep in regards to my online request to have my services at my old address closed on 12/22/and to transfer the new address to my nameThe customer service rep stated that my request will be worked and confirmed the dates with meShe stated that on 11/28/the name will transfer to my name at my new address and that my old address the services will be shut off on 12/22/I get a message from my landlord on 1/5/who the new address elecyric account was still in his nameI called to Duke Energy customer service rep on 1/5/to find out what is going onThe customer service rep stated that my services was not closed at the old address and she sees no request to have my name transferred to the new addressI have the screenshot of my online request for the services closed and the name transferShe then goes and states that it was never done because there should be an additional $deposit to the account to do thisI looke
I am making a complaint about Duke Energy because of their poor customer services to me as a customerI spoke to "Linda" this afternoon regarding a billing issue that was supposed to stop on May 13th, because we sold our other residence at *** *** ***, Holiday, FL *** I expected the billing to stop on the same day and not May 16th, The new owner stated that he contacted Duke Energy that same day on May 13th, sometime in the morning to have services changed to his name Linda explained to me that it is their policy to change the services the following business day in this case May 16th, I was attempting to receive a logical explanation from Linda as to why they wouldn't change it that same dayShe explained to me that it is their policy She also became rather irate and very unfriendly to me I stated to her that Duke Energy is gauging their services to their policies and procedures instead of taking care of their customersLinda hung up the phone
Duke Energy repaired a streetlight & destroyed my front lawn Work was done by *** and/or *** Failed to repair lawn to original state
On 1/11/16, Duke Energy subcontracted Sedgwick and/or *** Company (XXX) XXX-XXXX to repair a non-working streetlight on the tree lawn in front of my house My front lawn was destroyed during this repair On 1/13/16, I contacted Duke and filed a damage claim, number XXXXXXXXXXXXXXXOn 1/13/16, I received a phone call from Trish of *** (XXX) XXX-XXXX, who advised someone would come out to my house on 1/15/16, look at the damage and contact me to discuss repairs Since I was out of town on 1/15/16, I can't verify if anyone came to my house or not and I never received a call back From what I remember, possibly between January 20-22, 2016, I came home and observed that a patch of sod had been placed on top of the damaged area of my lawn and was just thrown on top of the ruined area I have photos of the lawn before and after
Shut me off with $past dueNo warnings, No Calls!
I was past due for $which I figured was small enough to wait until next months billThis morning, my service was disconnectedNo warningsNo noticesNo phone calls! Just shut me off over such a small bill! I immediately made a payment which they tacked on $more dollars and a so-called "convenience fee" for paying over the phoneI explained they did not properly contact me and they only relayed that I was past due since last monthI don't appreciate this and would like more notice before shutting me offAnd over $measly dollars!? Come on! I've probably got about bucks worth of food that is going to go bad now not to mention the Florida heat may jeopardize my pets healthFurry animals stuck in a home without air conditioner in degree heat, i'll be lucky if they are still living when I get home from work! As you can see, this has stressed me out greatly due to them not following up as expectedAlso,
We are trying to have a pool installed and we need an electric line moved .duke energy has been impossible your customer service is terrible
We have been trying to get an electric line moved so we can install a pool and it's been taking months every step of the way together and they don't come through they do not call you back and every step takes three weeks to a month to complete it took me three weeks just to pay the money for the job I cannot get a date on when they will start to move the line they have been impossible I leave message after message after message after message the whole job could've been done in one day and they are dragging it out and dragging it out.Because of Duke energy I am paying for a pool that I have not even had installed yet the pool company is waiting on them to move the line so I can get permits we are dragging their feet on purpose I feel!!!
Duke Energy failed its customers in FL, mismanaged resources, and kept customers in unnecessary danger
After hurricane Irma, other Florida electric companies had power restored to their customer base within 24-hoursFlorida Power and Light had manpower in place and ready to go as soon as the storm was over Duke clearly neglected to prepare for this storm They obviously do not have the staff nor manpower to handle hurricanes in FL One week after Irma, they continue to push back their estimates for restoring power, making excuses about excessive damage All of the downed trees did not magically fall only on Duke linesFPL was able to clear trees and rebuild lines within days In our town, some customers have FPL, and some have Duke So Duke's claims of extensive damage are not acceptable They had the same amount of damage to handle as FPL Duke has FAILED its customers I have repeatedly reported a downed line, laying on the sidewalk of a very busy neighborhood road
Improper billing RE: selling a home, closing your account with Duke, and paying for several days of electric service for a home you no longer own
On Friday, May 25, I sold a home located at *** *** *** *** *** Duke Energy was my provider, account # XXXXX XXXXXThat same day I called Duke to terminate my accountA few days ago I went online to my account and read my final *** This *** was from May - May 29, for a total of $I called Duke to inquire why they are charging me for electric service from May - being that I sold my house on May They told me that the earliest they could terminate my service was May 29, since that was the 1st business day after my phone call..I asked them if they could pro rate the bill
They refused to do soI asked them why I had to pay for electric on days that I did not own the home They again stated that the earliest they could send someone to the house was on Tuesday, May I asked to speak
Was charged a $fee due to duke energy's inability to locate my checking account
I paid my bill online in full and it said the payment was secureThen much later I received a notice by mail stating the payment could not be received because duke was unable to locate my account at my financial institutionI was charged an NSF Fee but it was not an NSF issueSimply they couldn't find my accountI am requesting that the Fee be credited back to my account
I just called customer service about an on-line billing problem and Ryan was amazing He was very professional, explained they were having issues with the billing website, credited me for the late payment fee, and got me all set up for auto-pay so I don't have to worry in the future What a difference a customer service representative can make! Do I wish my payments weren't so high, well of course
Duke Energy has erroneously charged me in Excess of $for one months electricThe have erroneously shut off my power with a sick asthmatic person in my homeThey charged the tax payer for a power plant that was never built and "accidentally" destroyed another, never claiming any financial liability for their mistakes and violation of public trust
Now after Hurricane Irma, Duke made every effort to restore businesses, but my neighborhood, including some very elderly and needy neighbors are forced to sufferWalmart, Target and Innisbrook (that is housing many Duke employees) are priorities over those living paycheck to paycheckThey have their power
I personally have lost in excess of $worth of food and my fish are dying, not to mention my wife, year old daughter and little dog are sick from the heat
Every day we now report the outage in our neighborhoodEveryday Duke tells us it must be on, because there's no record of any outage reportedA Duke representative went so far as to blame me for, stating I just need to turn on my breakersITS MY WHOLE NEIGHBORHOODHundreds of peopleThey don't all need to flip their breakers
We already pay the highest rates in the state and despite all of their blunders, Duke is seeking a rate increase next year
Duke has been a pox on the great state of Florida and a burden on our wallets and tax dollars
Plan to see me at every public meetingI will post/disclose my discontent on every public forum
I will do everything in my power to build a coalition to erradicate this parasitic organization from this state
The company is making individual families suffer without power during unacceptably high temperatures to get malls and shopping centers back up
On several occasions I have contacted them for reports and updatesThis company shows no sense of urgency in helping there customers get power back and are giving misinformation to customers about when service *** be restored
Failure to maintain tree trimming on their easement
Repeat calls to Duke Energy about trees growing into transformer; setting trees on fire and pulling on wires has not resulted in any assistance from the companyOn Monday a man showed up, assume he was a lineman, he never identified himselfHe just walked onto my property and said nothing about the treesToday a private tree service apparently hired by Duke showed up and said there was no problemTrees are trimmed every years unless there is an emergencyThere is a problem and the trees need to be trimmed before my shed catches fire or my family gets hurtPrivate tree trimmers won't trim the trees because they said Duke has toNo one seems willing to helpTrees on their easement have pulled my telephone wire off my house and their response was "hire an electrician to fix it"
For years every time it rained my whole neighborhood would lose powerA while back the power company came out and trimmed all the trees and growth around all the transformers on two of the three streets in my neighborhoodUnfortunately they did not take care of their equipment on my road and on Sept2, all houses on my street lost power for hoursThe rude people answering phones at duke energy, are ridiculous, every one we spoke to told us different lies about why its out and how long it would be out forWe were supposed to get text messages updating us, never got anyWhen I asked why they had not trimmed the growth around the transformers on our street she did not know why and asked if I would like them to come out, I agreed for them to since they should have done it when they did the other two streets, and if they had then most likely our whole street would not have lost hundreds of dollars worth of food, and had to suffer the inconvenience of hours without power
Duke Energy is taking advantage of customers because of the monopoly they have on electricityI complained about the jump in my bill about months ago yet they are still giving me high bills again and are trying to convince me thats its my fault when I know how long I use the electricity in my houseI live in an apartment thats small and its only myself and a * year old kid who is in school most of the day while I workI turn the air conditioner off most of the time and cook very littleI also run the washing machine once a weekI lived in the same apartment complex in another apartment that is way bigger than the current one and had FOUR people living there yet the bill was lowerThis last recent bill is way too high and something needs to be done about itI am sick and tired of being robbed blind by this electric company! There are charging me way too much money and trying to convince me that it is correct and I know its not*** ***
budget billing discrepancies
they are charging me a month on my budget billing which is way offmy bill was under for months but they still seem to be charging me even thought its supposed to change every months and be lower if the actual bill is loweri had bills last year that maybe added up to
maybe which has been paid off but they continue to add more charges on my account falsely and charging me more and more
Duke Energy has been completely unprofessional and unorganized since the power outage caused by Irma
I am going on days with no powerDuke Energy has provided different stories online than the ones they tell when you callTheir outage map has changed it's range for my address twice and I am not sure how that is possible unless they changed the electrical grid my street is onAlso I should note that part of the range they have showing on the map now already have powerAlso I reported my outage again twice today 9/and each time I got a message back from Duke stating an outage was never reported in my area which is not trueI have screenshots for proofOne day I called and they said someone was dispatched to my area at 9:45AM and I did not get power that dayThe next time I called on 9/the female employee advised me that the duke systems and the systems of the out of state techs do not communicate so if there is an issue the out of state techs have to drive to the duke e
Had service with Duke for yearsReturned my deposit per their policyMoved to new home, wouldn't allow a transferAsked for deposit again!
Duke Energy's policy is to return your deposit after months of service We lived in our home for years, they returned our deposit We bought a new home and I called to transfer service and the customer service representative I spoke with said I wasn't allowed to transfer services because someone had already canceled my serviceI told him that makes no senseI know I didn't cancel my service, and my husband did not eitherI wasn't happy after going back and forth with the rep and I reluctantly gave them an additional deposit that they were requiring me to give them to start new serviceI needed to make sure we had service as the the weekend was approaching and didn't want to be without service for myself and my family Later that day I told my husband the story and how ridiculous it was so he called back and spoke to another rep and
I received a *** from Duke Energy for double my standard *** for the month of August
On or about 08/07/2017, I contacted Duke Energy to transfer my service effective 08/25/due to a move from an apartment to a houseI had been on budget billing which averaged my *** on a month cycle based on the previous yearI was currently under a *** of $and had automatic payments sent from my bank before the due dateWhen I received my *** for Aug (due in September) it was $When I called to find out what happened and why my *** was so high, I was told I had to pay the balance from the budget billingI don't have a problem paying the *** but it would have been nice to know this when I scheduled the transfer of service so I could have planned for this additional expenseBut now, it's nearly September and I've just moved which is an added expense and I have other bills that have additional expenses due to the move and additionally an electric *** that is double my nor
I am being required to provide an unnecessary security deposit to establish service with Duke Energy
My husband and I are relocating to Largo, FL from out of state next monthOn 6/30/16, I registered for an account at the Duke Energy website and attempted to establish service to begin 7/18/at *** *** *** in Largo Upon submitting our info, including my social security numbers, I was informed that a $deposit is required to establish serviceMy husband and I have excellent credit, and the only recent credit inquiry was made on 6/20/by a rental house property management firm who informed my husband and I that we have "stellar credit."
Assuming there must be a mistake, I followed up by calling Duke Energy three times on 6/20/and speaking with three customer service reps to determine the reason for the security deposit requirement and whether it could be waived or met using a guarantor or a letter of reference from out current utility companyI received vague answe
My wife recently moved and since then we have had issues with billingDuke has given incorrect fees and taking out of account later than scheduled
My wife recently moved and since then we have had issues with billingDuke has given incorrect fees and I have been slapped with a outstanding balance I was unaware of considering when I moved I was given a break down of the balance I would oweDuke also has been taking out of account later than scheduled causing issues with my account considering I have other bills taking out my account automaticallyThis is the third time this has happened and I spoke with a manager March and the only answer I could get is well they have a third party and they take out later and the funds should be there if I know I have a bill hat needs to be paid with them
On 11/27/I spoke to a customer service rep in regards to my online request to have my services at my old address closed on 12/22/and to transfer the new address to my nameThe customer service rep stated that my request will be worked and confirmed the dates with meShe stated that on 11/28/the name will transfer to my name at my new address and that my old address the services will be shut off on 12/22/I get a message from my landlord on 1/5/who the new address elecyric account was still in his nameI called to Duke Energy customer service rep on 1/5/to find out what is going onThe customer service rep stated that my services was not closed at the old address and she sees no request to have my name transferred to the new addressI have the screenshot of my online request for the services closed and the name transferShe then goes and states that it was never done because there should be an additional $deposit to the account to do thisI looke
I am making a complaint about Duke Energy because of their poor customer services to me as a customerI spoke to "Linda" this afternoon regarding a billing issue that was supposed to stop on May 13th, because we sold our other residence at *** *** ***, Holiday, FL *** I expected the billing to stop on the same day and not May 16th, The new owner stated that he contacted Duke Energy that same day on May 13th, sometime in the morning to have services changed to his name Linda explained to me that it is their policy to change the services the following business day in this case May 16th, I was attempting to receive a logical explanation from Linda as to why they wouldn't change it that same dayShe explained to me that it is their policy She also became rather irate and very unfriendly to me I stated to her that Duke Energy is gauging their services to their policies and procedures instead of taking care of their customersLinda hung up the phone
Duke Energy repaired a streetlight & destroyed my front lawn Work was done by *** and/or *** Failed to repair lawn to original state
On 1/11/16, Duke Energy subcontracted Sedgwick and/or *** Company (XXX) XXX-XXXX to repair a non-working streetlight on the tree lawn in front of my house My front lawn was destroyed during this repair On 1/13/16, I contacted Duke and filed a damage claim, number XXXXXXXXXXXXXXXOn 1/13/16, I received a phone call from Trish of *** (XXX) XXX-XXXX, who advised someone would come out to my house on 1/15/16, look at the damage and contact me to discuss repairs Since I was out of town on 1/15/16, I can't verify if anyone came to my house or not and I never received a call back From what I remember, possibly between January 20-22, 2016, I came home and observed that a patch of sod had been placed on top of the damaged area of my lawn and was just thrown on top of the ruined area I have photos of the lawn before and after
Shut me off with $past dueNo warnings, No Calls!
I was past due for $which I figured was small enough to wait until next months billThis morning, my service was disconnectedNo warningsNo noticesNo phone calls! Just shut me off over such a small bill! I immediately made a payment which they tacked on $more dollars and a so-called "convenience fee" for paying over the phoneI explained they did not properly contact me and they only relayed that I was past due since last monthI don't appreciate this and would like more notice before shutting me offAnd over $measly dollars!? Come on! I've probably got about bucks worth of food that is going to go bad now not to mention the Florida heat may jeopardize my pets healthFurry animals stuck in a home without air conditioner in degree heat, i'll be lucky if they are still living when I get home from work! As you can see, this has stressed me out greatly due to them not following up as expectedAlso,
We are trying to have a pool installed and we need an electric line moved .duke energy has been impossible your customer service is terrible
We have been trying to get an electric line moved so we can install a pool and it's been taking months every step of the way together and they don't come through they do not call you back and every step takes three weeks to a month to complete it took me three weeks just to pay the money for the job I cannot get a date on when they will start to move the line they have been impossible I leave message after message after message after message the whole job could've been done in one day and they are dragging it out and dragging it out.Because of Duke energy I am paying for a pool that I have not even had installed yet the pool company is waiting on them to move the line so I can get permits we are dragging their feet on purpose I feel!!!
Duke Energy failed its customers in FL, mismanaged resources, and kept customers in unnecessary danger
After hurricane Irma, other Florida electric companies had power restored to their customer base within 24-hoursFlorida Power and Light had manpower in place and ready to go as soon as the storm was over Duke clearly neglected to prepare for this storm They obviously do not have the staff nor manpower to handle hurricanes in FL One week after Irma, they continue to push back their estimates for restoring power, making excuses about excessive damage All of the downed trees did not magically fall only on Duke linesFPL was able to clear trees and rebuild lines within days In our town, some customers have FPL, and some have Duke So Duke's claims of extensive damage are not acceptable They had the same amount of damage to handle as FPL Duke has FAILED its customers I have repeatedly reported a downed line, laying on the sidewalk of a very busy neighborhood road
Improper billing RE: selling a home, closing your account with Duke, and paying for several days of electric service for a home you no longer own
On Friday, May 25, I sold a home located at *** *** *** *** *** Duke Energy was my provider, account # XXXXX XXXXXThat same day I called Duke to terminate my accountA few days ago I went online to my account and read my final *** This *** was from May - May 29, for a total of $I called Duke to inquire why they are charging me for electric service from May - being that I sold my house on May They told me that the earliest they could terminate my service was May 29, since that was the 1st business day after my phone call..I asked them if they could pro rate the bill
They refused to do soI asked them why I had to pay for electric on days that I did not own the home They again stated that the earliest they could send someone to the house was on Tuesday, May I asked to speak
Was charged a $fee due to duke energy's inability to locate my checking account
I paid my bill online in full and it said the payment was secureThen much later I received a notice by mail stating the payment could not be received because duke was unable to locate my account at my financial institutionI was charged an NSF Fee but it was not an NSF issueSimply they couldn't find my accountI am requesting that the Fee be credited back to my account