Complaints

This profile includes complaints for Duke Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Duke Energy

  EA 025 149 E 4th St PO Box 960 Cincinnati, OH 45201-0960

• 

  Duke Energy

  PO Box 960 Cincinnati, OH 45201-0960

• 

  Duke Energy

  1000 E Main St Plainfield, IN 46168-1765

• 

  Duke Energy

  EA 025 149 E 4th St PO Box 960 Cincinnati, OH 45201

• 

  Duke Energy

  424 Gest St Cincinnati, OH 45203

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 2020 I lived in **** and signed up with Duke energy for their even payment plan for my electricity. Each month I was charged $152, at the beginning of the next year the money would transfer if I overpaid and cover the next few months until that extra money ran out and then I would be back to paying the $152 a month. In October of 2021 I closed out my account because I was moving and no longer needed their services. I ended up over paying by $442.08. I was told I would receive a check in the mail for that remaining balance, It has now been over a year and I have yet to receive that money. Every time I call they tell me to give them a couple months but still haven't seen the money. I just called back December 12th, 2022 and was told that my account history has been erased and they have no way to track any of this information. I have emails, phone records, bank statements, case numbers, employee names, etc. regarding this issue. Please help.
  
  Best,
  ******** ****

  Business Response

  Date: 01/06/2023

  Hi *****, 
  
  I apologize for the delay in getting back to you about this complaint, and now I see that this has been closed. 
  
  If there is a way to re-open the case, we have issued the customer a new refund check for the amount of $442.08 to be sent to her at her mailing address in ******** **. It took some time to verify that the old check was not cashed since this was an older check and was in our old billing system, but the customer should receive the new refund check in 4-6 weeks.
  
  Please let me know if you have any questions.
  
  Laura R*******
  
  Consumer Affairs Specialist
  
  ###-###-####

  Customer Answer

  Date: 01/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If I fail to receive this check yet again I will begin taking further action by taking this to court. 
  
  
  
  Regards,
  
  
  
  ******** ****
  

• Initial Complaint

  Date:12/08/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a credit of over $1,600 that I have asked for 3 times- 11/1/22, 11/29/22 and today 12/8/22, and it hasn't even been processed yet. I have case# ********** and I have spoken with Naimba, Kathy, Taleah and Sean in that order. I was told on 11/1/22 that the refund would take 10-14 business days. When I called on 11/29/22 I was told I have to be taken off of budget billing to get the refund issued but the she (Kathy) would take me off and try to expedite it. I was told today by Sean that they can't issue me a refund until the next meter reading, which will be 12/27/22. I asked for this refund 11/1/22 so I could use this money for Christmas. Sean insists there is nothing he can do to expedite or help me. I am looking for a timely refund and it has been 5+ weeks.

  Business Response

  Date: 12/12/2022

  Good morning,
  
  Our records indicate a system issue occurred when attempting to manually refund the customer the credit balance owed on the account. The issue has been fixed as of 12/12/2022, and the customer’s refund will be mailed within 7-10 business days.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs 
  
  

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as it actually happens.  I do not want to be writing to you again in 3 weeks.  Can someone at Duke follow through to make sure the refund gets sent out?  Many thanks.  I would feel better if I had a name, phone # and email of someone who is going to make sure this happens.
  
  
  
  Regards,
  
  
  
  **** **** **** *********
  

• Initial Complaint

  Date:12/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for automatic payments since the purchase of my first home in August 2020. In winter of 2020 I lost my job and didn't find stable employment until summer of 2022. Two payments made over the 2022 summer months were returned due to insufficient funds and I was unaware until I was notified sometime in the fall of 2022. I then made the good faith attempt to fix this issue but I was told by customer service representative Michael that I was not allowed to sign up for autopay because of the previous insufficient funds issue. He also stated that I was unable to use my Checking Card, which is directly linked to my bank checking account, nor a Physical Check. He said I had to physically come to a Duke Energy store to give them Cash. This is highly unusual and suspicious and I requested that this issue be addressed. No word from Duke Energy until I received a text message 12/6/22 stating that my power will be shut off in 10 days. After calling I made a payment of ~$300 to keep the power on but I didn't receive a receipt for the transaction. This payment was made with the same exact Checking Card/Bank Account I had previously used for autopay and there was no issue. The customer service representative could not elaborate on why I was told I couldn't use these payment options. Before ending the call I requested that a formal complaint is filed against the company and after several minutes of being on hold the representative gave me an address where I must mail a physical letter documenting my complaint. This form of complaint submission is insufficient and unacceptable. I still owe Duke Energy ~$200 due to accounting errors on their end and I'm requesting that those charges be removed since I was told I was unable to pay them using the methods I have available to me. FYI, there is no Duke Energy store where you can go to pay bills and because Duke is the only energy provider in the region they effectively hold a monopoly which prevents me from changing providers.

  Business Response

  Date: 12/13/2022

  We apologize for any inconvenience. When a customer has 2 returned
  payments on their account, the customer is no longer allowed to make payment through
  auto pay, or with a check for 12 months. A payment can still be made over the phone
  or online through ******** using a checking/debit card, or by going into a
  payment center and making a payment by cash, debit, or money order, or by
  mailing in a money order. We apologize that not all of these options were
  explained, and feedback will be provided to the agent they spoke to. We do have
  several payment centers, such as ****** or ********* where the customer lives
  that they can make a payment in person. Customers can find a convenient payment
  center online at Pay Bill in
  Person - Payment Locations - Duke Energy (duke-energy.com).
  
  The confirmation number for the payment the customer made on 12/6 is *********
  and will be reflected on his next month’s billing statement. The customer does
  owe a remaining balance on the account of $191.07 which was due 12/9. Unfortunately
  we are not able to remove that balance.

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I still did not receive a receipt for the recent payment; a confirmation number is useless if there is no accessible information associated with it. I also need to see the "fine print" which describes the returned check policy; if this policy cannot be reviewed by customers then how can it be enforced? I was notified that the hold on my account has been lifted and I can now continue automatic payments. I am disturbed that Duke Energy is not transparent about their payment policies and I request that a copy of the returned check policy and my receipt of payment be sent to my email address immediately. 

  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 01/05/2023

  Our refund check policy is as follows: Accounts
  with two checks returned within twelve months will not be able to make
  additional payments by check for twelve months after the second check is
  returned.

   

  We have attached a copy of the customer's current bill showing the last payment the customer made for $390.51. 

• Initial Complaint

  Date:12/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill from Duke Energy (bill date of June 17, 2022) with $1533.62 of current gas charges. When I first saw this bill, I laughed because I thought to myself, what would we have had to do to accumulate over $1500 in gas charges. I called Duke and was told they had underestimated my bill from May 2021 until June 2022 and that someone had come out to read the meter and those were the charges they gathered. I asked why Duke had estimated by bill for more than a year and was informed the smart meter was not communicating correctly. I asked why Duke allow this miscommunication to go on for a whole year, and the Supervisor simply apologized for someone not coming out sooner. I asked for someone to come fix the meter. Someone came and switched out the meter and the bills went down to our normal use of gas and electric. Duke still kept the $1533 on our bill. I explained that in order to owe more than $1500 in GAS CHARGES ONLY, they would have had to underestimate my gas charges by $115 each month for those 13 months. I asked them to show me proof of how much I paid and how much I actually used during those months to amount to a shortage of $1533. 62. I have been dealing with this issue for 6 months now and Duke has not given me any form of proof. We are now in months where I can compare my current 2022 use to the estimated 2021 bills, and they are very similar in charges. For example, July 2021- I paid an estimated bill of $205.07; July 2022 my actual bill was $206.72. September 2021, I paid an estimated bill of $203.03; September 2022 my actual bill was on $168.12 meaning they may have overcharged me in September of 2021. I have continued to pay all new charges minus the $1533.62. I would like for those charges, which were read from a faulty meter, to be removed from my account.

  Business Response

  Date: 12/08/2022

  Duke Energy has reviewed the customers concerns regarding the gas
  usage. The customer’s gas usage began estimating in May 2021 and was estimated
  every month until June 2022. In June 2022, we obtained an actual meter reading
  on 6/14/22 and then again on 6/30/22. The customer is being billed for accurate usage;
  the estimates were too low.
  
  On 6/24/2020, we changed out the gas meter index. At that time, the gas
  meter reading was 6697. After the index change, the meter reading was all 0’s.
  We were obtaining actual meter readings up to April, when the meter reading was
  584. Unfortunately, we cannot say for sure how much gas was used each month from
  May 2021 to June 2022, but we know for sure that they used 1,632 ccf’s (2216 –
  584= 1,632). That usage did result in the customer receiving a large gas bill.
  
  We also compared the gas usage from June 2020 to June 2022 to the
  usage from June 2018 to June 2020. The gas usage from 2020-2022 was 2,223 cc’f
  compared to 2,145 ccf’s used from 2018 to 2020, which is in line with normal usage. 
  
  The customer was previously set up on a 12-month payment agreement,
  but that agreement has since defaulted. The customer currently owes $1,338.90
  which was due 12/7/22. We would be happy to place the account balance on
  another payment agreement if needed.
  
  We have attached a copy of the customer gas usage history to show the
  prior gas usage history.

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

   

  My gas usage from June 2018 through May 2019 was 1093 CCFs. My gas usuage from June 2019 through May 2020 was 1045 CCFs. My gas usuage from June 2020 through May 2021 (for which only two months were estimated was only 669 CCF. How is it the year you estimate, I use 1632 CCFs? While you may have underestimated during the Winter months, you overestimated during the Summer months. I was charged for 39 CCFs in June 2021, 37 CCFs in July 2021, and 41 CCFs in August 2021 when I usually avearge 15 CCFs during those months. Your estimations from April 2021 through April 2022 resulted in 508 CCFs. Eventhough I am sure I did not use 1100 CCFs during that year, based on my usuage during the 20-21 year, I am willing to pay the difference. That would be 1100-508 CCFs. Resulting in 592 CCFs owed. Thank you

   

  
  Regards,
  
  
  
  ***** *******
  
  

  Business Response

  Date: 12/29/2022

  We apologize but the gas usage is correct and there are no billing
  adjustments to be made. We obtained an actual meter reading in March 2021 of
  584 and then another meter reading in May 2022 of 2216. We know that from March
  of 2021 to May 2022, a total of 1,632 ccfs were used which is what the customer
  is being billed for.

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  The gas meter reading was collected from a faulty meter. The faulty meter overcharged me. The faulty meter has since been changed out. This is not an uncommon occurrence. Why is Duke making this matter so difficult? I have never, in the history of being Duke customer, used that many CCFs in any given year. I am willing to come to an agreement, but for Duke to say, this is what it is, deal with it, is not right by any means. It is not my fault the meter was not operating correctly. 

   

  Regards,
  
  
  
  ***** *******
  
  

• Initial Complaint

  Date:12/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  duke energy is refusing to fix **** credits which was applied to adjusted bills in may-june and june july 2022 bills totaling 1400.00 my credits were 1500.00 that were applied wrongly when my original bills for these months were removed from there online site they continue to double bill me in every month do not update the correct month and charge me for amounts not owed in the previous amount due while taking these amounts from my credits and applying to next bill i have all copies of these charges kwh on bill are wrong they continue to say im residential billing there rate changed with the account number change 0.144545 this was also in june 2022 the new account number was falsely in the wrong billing class not **** billing which is **** ******** i live in section eight low income housing in march april 2022 bill format changed and now these charges that i should not have on my bill are ridiculous payment received was removed from the actual bill this was used to show this amount was taken from previous bill not with it removed they continue to take this twice and this company duke energy i have been fighting sine may-june 2022 to get them to fix this along with **** refused ***** *******,**** **** and **** ****** all received letters and emails and ***** county ***** and dept of development refused to fix the rate with re retail rider which was wrongfully changed also making mu utility bill skyrocket and also my credits were affected 1500.00 and overbilling since then I have amounts on every bill and every copy of this and emails from duke energy stating the correction which they did not attempt once and **** never investigated duke energy decided to sign a waiver on all these over charges i have that letter also i am asking for all the overcharges and credits be refunded the cash amount is overages due to overbilling in the wrong billing class these amounts are previous amount due this is double charges may-june amount 2022 118.15,253.00 original bills was removed

  Business Response

  Date: 12/09/2022

  Duke Energy previously worked with the **** regarding this
  customer’s account.
  
  Since receiving this new complaint, the Company forwarded this
  customer’s concerns to our internal **** team to investigate further. 
  
  The customer is being billed one **** installment each
  month.  It was also determined that this
  customer was impacted by the cancel/rebill issue that previously happened, but
  after reviewing the billing period windows, the customer has only been billed
  once per month.  The monthly installment
  was reverified by the State to 42/42 on 8/8/2022 from 40/40. 
  
  The credit amount due is from Payments, and the remaining
  $133 Gas Tax Credit received.  It does
  look like the customer received $784 in HEAP dollars, but those dollars apply
  to the arrears.
  
  After reviewing this account, it does appear the customer is
  being billed accurately.

  Customer Answer

  Date: 12/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********

  I am rejecting your letter on the grounds of you did not pay attention to my copies I provided in this complaint there is a problem with everything on these utility bills since June 2022 including no current month or current bill, double billing posting payments to my account which you sent letters saying I was not current I am paying my bill  theres no current months bill has your company received phone calls on these matters which they cant answer or provide any current or revelant information for anything on the utility bill or reslove it I filed a case with hillary duke energy on this nothing was done **** i filed a complaint on July 27/2022 **** closed this case i had to call them back on the july29/2022 to reopen it i have the copy for july27/2022 showing filed the complaint no one between your company and **** has done nothing to follow state guideline in anything customer utility rights ,process of complaint process, billing payment guidelines **** guidelines your bill format change in march april 2022 started the whole overbilling process i have all copies of these charges monthly on time credits never applied rate difference re retail rider never fixed my rate i was over charged since june 2022 your rate 0.144545 was the only one changed in my whole apt complex i have paperwork on this stating from the state that rate should of never been changed I have stage 4 cancer and on disability can you state why i was singled out for this rate change out of all these other people i have copies of the refund i am asking for and the amount and where the charged are on these bills it totals 7625.15 these refunds come from double billing from previous amount due being taken off the credits and being brought

  forward to the following bill rate change refund 403.28, payment received removed causing overcharges 2147.00 refund, adjusted bill overcharge refund 3671.45, on time payment monthly refund 1402.87, this total is 7625.15 these copies you have on your online site i have everyone also including state guidelines your company and **** did not follow in this process of complaint procedure and alternate offices i had to contact because this process were not followed including now better business bureau so have your company addressed my dispute no not one time or this complaint either duke energy has not addressed my dispute because they require the help of *** that handles there billing process when duke energy just handles the meter read data and usage which is stated and your court case which is ongoing just named you the utility in court case ************** I have that copy also so how can you provide the copies to fix my utility bill? and now I understand your response can you provide information on my errors or even acknowledge now what they are because in my copies the amounts are correct with your response 133.00 and 759.00 are incorrect offers for the amount of errors overbilling, overcharges, and the refund you owe to me for these wrongful billings are 7625.15 is correct I am asking for this refund and restitution be owed to me considering house bill 260 has approved utility customers receive refunds for these reasons with interest and how to apply interest to refunds I have all copies in the right order of refunds where the charges have come from and the accurate bill to prove this evidence in this complaint also state letter which shows the evidence to prove there was no rate change for where I live project based section eight housing this rate change did not affect us i June 2022 as kristina c****** stated in a recorded phone call 54 minutes and also kristy from duke energy I have her information as well and recorded for the reasoning **** stated by mike with **** she was a part of this investigation she was not stated on recording i have emails also to correspond with this complaint where they are false and made up to look like a investigation went on with dates that are wrong on **** side I have originals of these also my gas bill and rate are wrong also considering with the bill format change re retail rider also makes customers pay for usage and amounts they do not use which is false kwh being used the tarriffs label rs and also rs3p as **** customer rate and what they use for the rate and this is the only place this is used in **** tarriffs and in the court case ************** on duke energy website reading my bill and calculators **** customers rate is **** which means residential **** service this is not in **** tarriffs  labeling **** customers under the true rate which is 0.034375 from month 1-5 in month six this rate change only should affected rs,rs3p the rate as of june 2022 was 0.144545 but the residential **** service (RSPP) was removed from duke energy bill in march-april 2022 bill format change and changed to residential service just (RS)  for the court case ************** so everyone was affected and added **** making it look ok because (RS) WAS ALREADY CHANGED OVER so there was no way to catch this but i have copies of this  why doesn't **** have a rate in the **** tarriffs? residential **** service how was this a approved change for **** customers and in the court case ************** it was residential sso not **** sso I am asking you this because the bill format change march-april 2022 gave me and many others 2 account numbers and this has affected my bill because my criteria and information was not added to the new account number all customers believed there was no change within the two account numbers including me this is alot of misinformation given on your companys part and this is also the reasoning behind the charges no answers no resolutions and no help throughout my process of this journey since June 2022 with the rate change there was a D.A.S.R was done which is a direct access service request form of communication that is exchanged between the company and a certified supplier in certain circumstances like a rate change so that means duke energy/*** *************** did not update the other account number when they gave all the customers two accounts making me singled out being charged as a residential customer instead of a **** which is a residential **** service and applying the rate to someone that is on **** and also that lives in project based section eight housing who also has stage 4 cancer and is on disability and has fixed income and that was overcharged and also received 7 bills in two months and continues to receive double bills every month because my information was not entered correctly into a entity *** that handles invoices through your company but is not labeled on your invoice like the utility laws state so as I said the 7625.15 your company needs to know this is the actual total due as a refund to myself in error of your company and *** the invoice and record holder of these errors I am owed a refund to myself not my utility bill  due to the house bill 260 in a resolution filed and the bill 2021-2022 for utility customers to receive a refund to them with interest I am asking for this in this complaint state law says you have to put what you want or the outcome of a complaint this is mine and what I have listed up above in the form of a refund owed to me as stated above in the amount of 7625.15

   

   

   

   

   

   

  Business Response

  Date: 12/27/2022

  After a complete investigation, it was determined this customer's account is accurate, and there will not be any credits given in the amount requested by the customer.  The current credit of $314.08 will be applied to the next month's bill.

  Customer Answer

  Date: 12/31/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********

  I am rejecting your findings and also your company neglecting to see the overcharges and errors since march-april 2022 with the bill format change you have not took the time to figure out I have sent more copies to the BBB on December 29,2022 by mail explaining all the refunds owed to me not my electric bill according to house bill 260 and 351 as explained I have recordings also phone conversations I will be sending also to the BBB for evidence Kristy, Jessica Duke Energy and also **** Kristina c****** in this complaint process all your replies are false I am still getting double billed and also overcharges there has nothing been fixed or corrected on any bills including in my November 2022 bill there are two and only giving me three to four days to pay my utility bill I have to label my money orders for which months so it does not effect my credits for **** i only owe one bill a month not multiples which I receive still in the present date  which your company and *** refuse to fix which *** is your invoice holder and where the invoices are corrected which also your company has been misinformative about this also to me and other customers  the copies I have sent BBB show proof of mistakes and also monies owed to me as stated in the last letter as refunds owed to me in the amount of 7625.51 is the correct total these copies BBB has to the penny and what refunds are owed to me and why they are owed  I have asked your company multiple times and also all state offices listed in my copies given to BBB under contacts to help me on these issues and nothing has been done also your company labeling Duke energy having **** personnel nothing has been done with that either stated on phone conversations I live in low income housing section eight project based housing this rate change in June 2022 did not effect this apartment complex 47 units it affected me only I have this copy also provided to BBB showing there was a utility allowance increase of 5.00 not a rate change from the contract administrator and from hud housing which your company also ignored and failed to fix or correct as stated on the copies given to BBB I am on disability I am 100 percent disabled and have stage 4 cancer and I have been singled out and I do believe this is discrimination on all forms at this point considering no one else was effected by your bill format change in March-April 2022 my original OR old account number and also stated on my money orders sent to your company  was not added to my online account as stated by your companany on the utility bill was never done correctly only the new account number showing this error copy provided to BBB which labeled me low income project based that takes this complex out of the whole rate change and i am not a residential customer as labeled by your company from this change in March-April 2022 I am low income **** your company changed this

   

   

  information on my utility bill which if you told the truth the right information would of been added with the correct information and billing criteria and billing class which your company also failed to do and still fails to do as of present day I asked your company for an explanation of charges meaning all of what you have done to my utility bill and also why I was changed to the wrong billing class as of this date December 31, 2022 without any correction to anything I have asked for multiple times from your company I have had my usage, Kwh, rate that I have not used on average i RUN A 433 KWH at a rate of 0.034375 for my apartment complex which is project based low income housing which has not been identified by your company or your **** personnel since August 2022 recorded phone conversation the rate change is 0.144545 which labels **** customers on your Duke energy site **** residential **** service on **** tarriffs **** customers are labeled RS residential and RS3P residential 3 phase at this rate 0.144545 now why isnt **** labeled in **** Tarriffs???? this is the major error your company has used the bill format change in March-April 2022 and my bill since there wasn't the right billing criteria added to my account your company used a **** which is from the rate change to use my information which I did not agree to or write a letter for this to be done and you picked my utility bill at random which also BBB has these copies I am requesting your company one more time to fix the errors and also to refund me the overcharges and errors labeled in the copies given to BBB and also explains what the refunds are from on my utility bill and the amount which is the correct amount stated to BBB your company AND ***, stated 314.00 YOUR COMPANY NEEDS TO also apply my old account 

  number to my online account and also apply the correct information from the old account and then your company and *** can see the errors and where they came from this might be a long letter but to get the point across to you and *** and to get the correct information on my utility bill why isn't *** correcting these errors when court cases has labeled you as a meter reader management and *** handled the invoice and billing why was this not labeled on the utility bill??? the  phone conversation I have stating this also by your customer service reps stating that your customer service personnel and **** personnel you stated for Duke Energy and the supervisors at Duke Energy cannot correct the utility bills no one can at Duke ENERGY so what kind of investigation do you have on this complaint and what evidence do you have I have all evidence of what I have stated and it is the truth on all parts and refunds owed to me and why  and this information on recorded phone conversation August 2022 I have three which state all of what I have stated this will also be given to BBB PER THIS COMPLAINT attachments and copies have been sent to my investigator for BBB and these copies were sent with insurance from post office and these copies were received by BBB on December 29,2022 priority mail 

   

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 14 2022 I sent check #*** for the amount of $101.51. It was cashed October the 17th by Duke energy. They are saying they don't have it and keep putting $101.51 on every payment due. I'm fed up

  Business Response

  Date: 12/15/2022

  Duke Energy left a voicemail for the customer on 12/13 asking for a full copy of the back side of the canceled check or a detailed transaction sheet from the bank. To date, no further information has been provided and we are not able to locate the payment based on the provided information. Once the customer submits the additional information, we can locate the missing payment. 

• Initial Complaint

  Date:12/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint goes back to May 18, 2022.
  I called Duke to get information about our account. No information could be given because I couldn't satisfy them on our SS numbers. As it turned out they had our numbers switched and said they couldn't change the
  computer to fix our numbers...said it 5 times. They repeat each time that they could delete my husbands account and put one in my name. Finally I said yes. This caused me to loose my *** rates of which with lots of effort I got reinstated. From that period on my bills have been a mess. As of June they quit sending me bills because I had a credit and was letting it expire while working to fix my account. I paid three payments and realized I had a credit of $677.00 and stopped payments. Now I owe $1341.00. They sent reprinted bills but I still don't understand how I owe this much. I can't figure out their methods. I can't talk on the phone as I can't see what they are looking at. I need a thorough explaination.

  Business Response

  Date: 12/05/2022

  Good morning,

   

  Our records indicate the customer originally filed a complaint through the ****** ******* ********** ** ****, and the Company has been in contact with the customer regarding their concerns for their billing. A defect was identified with the integration of the new billing system, where the legacy system allowed for multiple customers of record and Social Security numbers, but the new system does not. This resulted in information being transposed and associated with the incorrect business partners. That defect has since been fixed, and the customer's information is now correct on their account.

   

  As for the $677 credit that the customer had on their account, this was due to another identified defect where the customer did not have invoices processed toward their account due to the third-party Ohio Choice billing not processing correct. The $677 credit was due to two full payments, and one additional partial payment that were made in excess to the requested balance due at the time of no invoices occurring. The payment due for July was only $139; however, the customer made a payment of $272 toward that statement, as well as the following 2 that had not reflected toward the account at that time.

   

  Once the defect was identified with the invoicing not reflecting toward the account, the Company was able to successfully obtain the actual billing information for the missing invoices. The customer requested detailed statements through the ****** ******* ********** ** **** case; therefore, detailed statements were sent for both gas and electric. Through conversations with the customer directly on the phone, and according to phone records, the customer advised that she processed a future payment for December without looking at the billing statement dates on the account.

   

  The current balance of $1,341 due is for the missing Budget Billing installments that had not been paid for, as no payment has been received since 8/24/2022. All payments prior to that date, went toward the previous installments due with the increase in the customer's Quarterly Budget Billing installment.

   

  I have been able to speak with the customer regarding her account; however, have been advised to call her back at a later date and time to allow her the opportunity to review the statements and determine if she is obtaining the same amounts due that are reflected on her statements. The customer has been advised that even though her Budget Biling installments reflect a current balance of $1,341 due, there is actually an overage of $827.20 due to the decrease in services used versus what's already been paid for while on Budget Billing. The Company did offer to cancel the current invoice of $1,341 due to allow the credit balance to reflect on the account, and either remain there to be used for future billing or have a refund check issued for the credit balance. The customer again just requested that the Company contact he 

  Customer Answer

  Date: 12/05/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.  I still need the said phone call to me at 9:00 a.m. Friday 12/9/22 to happen.
  
  
  
  Regards,
  
  
  
  ******* *****
  

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Duke called me back and located Amber K******.  She reported that she is with the billing department working on it and would send me an email as soon as it is resolved.  I told them I prefer a phone call but if email was all they could do, then send it by 12:00.

  
  
  
  Regards,
  
  
  
  ******* *****
  
  

  Business Response

  Date: 01/12/2023

  Good morning,

  
  I have completed my review of the customer’s concerns
  regarding her account, and billing successfully completed their audit of the
  charges. *** ***** was contacted via phone after she spoke with Customer
  Service to advise we were still working on the case at that time.

  
  It has since been brought to my attention that the credit
  that was noted on the previous billing statement of $827.20 was a fictitious
  credit. The credit would have been a true credit had the payments been up to
  date at that time. The newest billing statement is a true reflection of the
  actual account and billing. As there have been no payments made since August,
  the account now has an accrued balance of $794.03. The newest statement
  provided from 1/3/2023 does have a breakdown of charges from 4/19/2022 through
  12/19/2022. There are no additional corrections to be processed.

  
  All information was presented to *** ***** via email to
  provide her additional documentation with the breakdown of her Budget Billing
  History. She was provided the opportunity and information to set the balance on
  an Installment Plan for the balance owed to start on next month’s billing
  statement. The next meter read is scheduled for 1/19/2023, and the next billing
  statement will generate after that date.

  
  Please let me know if you have any further questions.

  
  Thank you,

  
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:11/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice the other day that Duke Energy is nearly doubling my monthly energy bill, citing 'usage habits'. When you review usage year over year, it has not changed at all - in some cases it is even decreasing.
  
  I posted to a community page and a number of people are reporting the same frustrations, with some calling Duke for an explanation - their customer service team cannot or will not explain.
  
  Obviously this is concerning in uncertain times where everything is more expensive. I would guess this is another company taking an opportunity to price gouge its customers.

  Business Response

  Date: 12/02/2022

  Good afternoon,
  
  Upon review of the customer’s account, the Budget Billing
  Plan installment did increase to $209 per month from $94. Our records indicate;
  however, that the customer was using anywhere rom $130-$250 per month in actual
  services. The adjustment from $94 to $209 is to account for the adjustment
  difference of what was used and what was paid for. A lower installment could be
  issued; however, this may result in a very large increase in the next Quarterly
  review and adjustment, which would further result in the customer receiving a
  large closeout balance on their Budget Billing account.
  
  Please let me know if you have any further questions.

  
  Thank you,

  
  Amber
  Midwest Consumer Affairs

  Customer Answer

  Date: 12/05/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  the figures cited by Duke do not match what I am being billed for.  My monthly amount increased from $156 to $271, vs. what was quoted at $90 and $150 respectively? 
  

  I am having a hard time reconciling anything provided by the company.

  
  
  Regards,
  
  
  
  **** ******
  
  

• Initial Complaint

  Date:11/10/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From October to November I have used less kilowatts than any of the previous months. Nothing has changed in my house hold. Even the temperatures outside have been cooler than the summer months. My energy bill has gone astronomically high. It has gone from $234 to $402 dollars in a month that I have used less kilowatt. I have tried to call and have them explain to me and they can’t get me any answers. I need help this has to stop. Thank you for your time.

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Currently having a issue with Duke Energy, gas meter was upgraded upon Dukes request in early October, the next bill I received was not the usual 30 day cycle but revised billing for 185 days with a current due of over $2000 . When speaking to the CS agents at Duke they blame ** ********* gas provider, and the City of ** ******* and will not admit they are trying to charge me for 185 days of service that I've been paying monthly in full for 6 months. I've had 2 cases made to investigate the obvious over billing the first case was closed without my knowledge with no contact from Duke. I currently have a new case but no timeframe or idea what my next bill total or due date will be. Duke will not let you call directly to supervisors familiar with your case so you have to call weekly and explain the issue to several different agents often they just tell you this is what you owe and there's nothing they can do.

  Business Response

  Date: 11/08/2022

  Good afternoon,

  
  We have completed our investigation of the customer’s
  concerns regarding their billing.

  
  Our records indicate that the incorrect meter read was
  submitted for the customer’s move-in read with the migration of our new billing
  system that occurred 4/6/2022. This incorrect read resulted in the customer’s
  usage being estimated since that point. Billing was able to successfully obtain
  a meter read for the services, cancel the incorrect billing statements, and
  correct the bill for each month of service. The customer now has a balance of
  $225.30 due for both gas and electric service through 10/10/2022. A new statement
  has been issued to the customer.

  
  Please let me know if you have any additional questions.

  
  Thank you,

  
  Amber
  Midwest Consumer Affairs

  Customer Answer

  Date: 11/08/2022

  Better Business Bureau:
  
  THANK YOU!!!
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****