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

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

• 

  Duke Energy

  PO Box 960 Cincinnati, OH 45201-0960

• 

  Duke Energy

  1000 E Main St Plainfield, IN 46168-1765

• 

  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:11/04/2022

  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 been a Duke Energy customer for over a year. About a year ago I enrolled in their quarterly budget billing program. The program states that my bill will adjust quarterly to my electricity usage. I noticed my bill was not adjusting to my usage so I spoke to a phone representative and she also noticed that my bill was not adjusting and I had a money credit that I over paid so she said my next bill would adjust and I would receive the money credit toward my bill. When my next bill came It didn't adjust and I didn't receive my credit toward the bill. Also my credit has grown to $416.32, I spoke to a person at Duke Energy on the phone about this and she said I would receive my credit within 2 days and she took me off budget billing because my bill was not adjusting. Well I still never received my credit of $416.32 so I called again and they were rude and didn't want to refund me for the money I overpaid. They are stealing money from me. Can the Better Business Bureau please help me get my refund of $416.32 that I overpaid on the budget billing program. The credit appears in the upper right hand side of my bill uploaded in the second paragraph. You will see a -$416.32 thank you and I hope you can resolve this for me.

  Business Response

  Date: 11/08/2022

  Good
  afternoon,
  
  I have reviewed
  the account information and concerns for the customer regarding his service.
  
  Our
  records indicate the customer contacted Customer Service on several occasions
  regarding his Budget Billing concerns. When a customer is on Quarterly Budget
  Billing, the system automatically adjusts the installment every 3 months
  dependent on the customer’s prior 12 months of usage. This continual adjustment
  cycle prevents the customer from having a settle-up month, where they may owe a
  difference for the prior months services if they had underpaid.
  
  Currently,
  the customer’s Budget Billing installment was $234, and while he does have an
  overage right now of $416.32, his winter months usage typically increases, and
  he pays for less service than what he uses. This balances out to overages that
  are paid for during the summer months, when the customer is using less
  electricity. Based off the prior year’s usage, the customer uses almost twice
  the energy he does in the summer, which results in the higher installments
  during the summer months, and lower installments during the winter. As the
  customer has only had service since 11/22/2021, all prior Budget Billing was
  based off the previous account holder’s usage.
  
  I was
  able to speak with the customer regarding his concerns and confirmed that he
  wished to be removed from Budget Billing. With the removal of Budget Billing, he
  was advised that the current month’s bill was paid for out of the $416.32
  credit, and he has a credit balance remaining of $182.32. The customer
  requested the credit remain on the account to pay for future billing until
  depleted. He is aware that he will now be charged for his month usage as it
  accumulates and has the option to reset his Budget Billing plan based off his
  actual usage at any time if he wishes.
  
  Please
  let me know if you have any further questions.
  
  Thank
  you,
  Amber

  Midwest Consumer Affairs

  Customer Answer

  Date: 11/09/2022

  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. 
  
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:10/24/2022

  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 moved from 111 S 7th St, *** *** **********, IN 47567, to *** * ****** **** the 15th of Sept, had the electric service shut off on Sept 30, 2022.I have a bal of $417. still on my account at Duke, my final bill was paid on October 4, 2022 out of the pror bal of $500. I asked for Duke to put thiis into my new account at my new address, they refused and advised the would send me a check for the bal. Never arrived, I have called demanding my money, no response, customer service was argumentative. I have sent 5 emails to customer service to no avail, they have not contacted me in any form, they are still holding my money on a closed account where the final bill has been paid, I need that money to pay upcoming utilities. Is it legal for them to refuse to send my or deposit it into my banking account (checking as that is how I pay my bills

  Business Response

  Date: 10/25/2022

  Good afternoon,
  
  Our records do confirm that the customer transferred services
  from one location to the next, leaving a large credit balance on the closed
  account. Our billing department was able to successfully transfer the credit
  from the closed account to the active, leaving a credit remaining of $332.97 to
  be applied toward future billing.
  
  Please let us know if you have any additional questions.
  
  Best Regards,

  
  *****
  Midwest Consumer Affairs

  Customer Answer

  Date: 10/26/2022

  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. 
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:10/13/2022

  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.

  On August 25, 2022, I received a bill from Duke Energy in the amount of $509.54 called a "156 day bill from Mar 21-Augu23". I consistently paid my Duke bill during these months and have automatic withdrawal. I called Duke after receipt of bill and was told that it was a mistake and I would not be billed - there was supposedly a glitch in the system that affected thousands of **** customers. On September 15, $509.54 was auto withdrawn from my account. I called on September 15 and was initially told that the customer rep couldnt understand my bill. I was then forwarded to a supervisor. The supervisor told me that it was indeed a mistake and she would send me to billing for a correction. Billing (agent was Autumn) then told me that they had no note on the file of any mistake, and it was not a mistake, but i underpaid from March to August and this was a reconciled bill. I asked Autumn multiple times to explain how they came up with the $509.54 and she couldnt give me a straight answer. She said she would have to open a ticket to look into this more. I was about to leave out of the country for 2 weeks so she committed to calling me back October 6 when I returned with the information. I received no call on October 6. On October 10, I called again. I first talked to an agent who again could not figure out if the bill was correct, she forwarded me to her supervisor who explained that she thought it was a mistake. Then, I was suddenly disconnected. I called back, and spoke to another agent who forwarded me to billing. I spoke to Tonya and she opened yet another case number (********** Case #) to look into this bill because she again had no explanation. I cannot explain to you the frustration and anger that not a single person I have called at Duke can either explain the bill or promptly follow-up with me after investigation. This is nothing but fraudulent billing practices and pathetic that consumers have no recourse and just get passed around with no resolution.

  Business Response

  Date: 10/19/2022

  Good afternoon,
  
  After reviewing the account, the gas meter was being
  estimated which resulted in the customer being undercharged for her gas usage
  from March to July.
  
  Once we were able to obtain an actual read the customer’s
  bill was corrected. Here is the breakdown of the corrections made. From March
  to April the customer was billed $92.52 when it should have been $106.20 which
  is a difference of $13.68. From April to May the customer was billed $78.26
  when it should have been $111.93 which is a difference of $33.67. From May to
  June the customer was billed $47.10 when it should have been $132.70 which is a
  difference of $85.60. From June to July the customer was billed $47.47 when it
  should have been $135.42 which is a difference of $87.95. If you add those
  difference together you get $220.90 plus you add the current charges for July
  to August which is $123.98 for gas usage and $164.66 for electric usage which
  totals $509.54 that was due September 15, 2022. As you can see the customer was
  only charged for the difference of what she originally paid compared to what
  she should have paid.
  
  If you have any further questions, please let us know!
  
  Thank you,
  Duke Energy

  Customer Answer

  Date: 10/25/2022

  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 complaint references the amount I was billed from March to April for gas (i.e. March billed $92.52; April billed $78.26; May $47.10) however, there is no detailed bill in my account of what I was billed for gas that matches any of those amounts. Not only can I not make sense in my bill overview of these amounts being charged, rather, my bill overview is extremely confusing and does not add up to any of the explanation provided in Duke's response. I have attached a screen shot of my Billing and Payment Activity. None of the "Auto Pay Payment ACH" have any bills attached detailing the amount paid for gas. 

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

  Business Response

  Date: 10/27/2022

  Good afternoon,
  
  I have attached copies of the bills we reversed which shows
  the incorrect amounts the customer was charged. The bill the customer provided
  dated August 25, 2022, for $509.54 due September 15 is the corrected bill
  showing the amounts the customer should have been charged.
  
  If you have any further questions, please let us know!
  
  Thank you,
  Duke Energy

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:
  

  I have reviewed the bills and understand the charges. I will say this was the FIRST time I had access to the bills, which is completely unprofessional to bill for something but then not produce the bills which substantiate the invoices. Since I filed fraud on my credit card until this was resolved, my credit card company pulled my payment back, and I see that Duke has now re-billed me for hte amoutn due PLUS a $20 late charge. Can you please remove the "returned" charge and I will pay the invoice of $509.54 plus the current gas/energy charges of $91.62 for a total bill of $601.16.

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

  Business Response

  Date: 11/02/2022

  Good afternoon,
  
  We have removed the $20.00 return check fee and the balance on
  the account is $601.16 due 11/14/22.
  
  Thank you,
  Duke Energy
  Consumer Affairs Department

• Initial Complaint

  Date:10/12/2022

  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 went to pay my bill on Duke Energy's website, the website said that I had a negative balance of $585. This is not the first time this has happened, as in the past, though in the past I just assumed I had somehow overpaid and just allowed the next few bills to be paid by this extra balance. So on September 19th, I see my account said -$585, assuming I overpaid this time by a LOT I called, they said they could not refund me, they transferred me to a manager who said that there had actually been an issue where the meters were misread and a bunch of people were over charged. I requested that the amount be refunded to my account on file and she told me that it would either be direct deposited to that account or a check would be sent to me in the mail.
  Now it is October 12th, I have not received a check and instead received 3 bills in the mail one totaling $816, another $900, and a third bill for $1200. I called and explained the situation, was put on hold for so long that I got reconnected to another customer service agent that knew nothing about the issue, then I was transferred again, sat on hold and then they dropped my call. No one called me back. I had to call back again, spent another half hour on the phone, was put on hold again and reconnected to yet another customer service agent who knew nothing about my situation. It is still not resolved and they said they are gonna call back later.
  I believe that they were dicking me around because they want me to just drop the issue. Most of the people in my neighborhood are low income and likely do not have the resources to sit on the phone for two hours with Duke. I feel like something purposeful and fraudulent is happening.

  Business Response

  Date: 10/21/2022

  Good morning,
  
  After reviewing the account, we had to reverse multiple
  bills from March to August due to the system saying the read was estimated.
  
  I have provided a breakdown of the reversed bills along with
  the corrected bills and any payments that were received. The most recent bill
  for $1,211.26 due October 25, 2022, is correct and the breakdown I have
  provided will explain in more detail.
  
  The customer has not made a payment since July 19, 2022,
  which is why she has such a large balance due. We set the account up on a 12-month
  agreement for the total balance of $1,211.26 which will start with the next
  bill. She will pay $100.93 plus the current monthly bill each month until that
  balance is paid in full. The customer agreed to these terms.
  
  If you have any further questions, please let us know!
  
  Thank you,
  Duke Energy
  Consumer Affairs Department

• Initial Complaint

  Date:10/11/2022

  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.

  At our last place of residence, duke energy began attempting to bill my wheel chair bound fiance and I for the house behind us, in addition to the gas and electric we were using. I attempted many times to explain to them that there is a front house (in which we were residing), as well as a rear house (in which our neighbor was residing)...that we really hadn't used that much gas or electric, and they would not listen. This racked up a huge bill in my name, 3ven though it was not mine to pay. They did attempt to put us on a payment plan a time or two, which would make the payments more manageable, but only after threatening to shut off our supply if we didn't pay ridiculously large amounts of $$ within very short times. Now we have moved and they tell us we can't start a new account until they receive a sum of $270.12. Ok, fine. On October 7th, I paid them $300.00. I called them today to set up this new account, and although they have always received my payments in the past, they tell me the last payment they received was in August! I am having to go to my bank and have copies of my statements sent to them as proof of payment, and at this point we are feeling very harassed and belittled. In addition, my fiance is in a wheelchair because of a stroke. His right side stays cold most of the time as it is. If this isn't resolved in a nice way, I will have no choice but to take them to court. Thank you for everything you are able to do about this. It is very much appreciated.

  Business Response

  Date: 10/20/2022

  Good afternoon,
  I have reviewed the customer’s request for new service.  When the customer called in on 10/11/22 we
  had not yet received their payment of $300, so their bill for September was
  still past due. They owed $270.12 for 09/20/22, so the $300 would cover that
  amount and make them eligible for new service once the payment was received.  A couple of hours after they called in about setting
  up new service, we did receive their payment of $300.  We are showing the payment came from their bank
  as an electronic fund transfer. It can take a few business days for payments to
  be received from their bank.  I did try
  contacting the customer, but I was unable to reach them.  I left a message advising them to call
  Customer Service because they are now eligible for new service.  Since their old account has now closed their agreement
  was removed and the full balance is now due on their final bill for 10/27/22.  They will want to call in before the final bill
  goes past due.  Otherwise, they may need
  to make another payment if they go past their due date of 10/27/22.  Once the new account is established, we can
  transfer the remaining balance on their old account to the new one and set up
  a new agreement.  After contacting the
  customer about getting the new service established, I believe I found the issue
  with their billing concern at their previous address.  I am currently looking into that and will be
  following up with the customer in the next 1-2 business days.  In the meantime, they can still go ahead and
  set up service at the new location. I
  have also notated their old account with this information.  Thank you.

• Initial Complaint

  Date:10/09/2022

  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.

  On 8/19/2022 I received a new bill changing my due date without explanation. I contacted Duke on 8/22/2022 for explanation. The first rep I spoke to told me that was my new due date going forward and it could not be changed. After speaking with a supervisor Courtney I was told that it was adjusted statement due to error on their part. During the 9/14/2022 call I was also informed that I owed $815.36 for prior balance as my budget billing payments have not been covering my usage. I have spoken to 10 plus reps in 4 calls and I have not been provided with details for the shortage. They refer me to log into my account online which I have done. Duke's system only goes back 18 months which only shows a shortage of $374.08 not $815.36. I was told my statement tells but it only shows a dollar amount of the shortage not details. I know that my shortage is not correct as I made payments totaling $926.00 and my usage was only $759.96. Which means I should have had $166.04 applied to the $815.36 they claim I owe. Instead my 10/03/2022 bill shows I still owe $815.36. When I spoke to Duke on 10/7/2022 they could not give me an answer and stated she could have the account reviewed which will take up to 30 days. They will only email me with a notice of an adjusted bill. The issue with this if they decide to make not changes I will still owe them whatever they show on the bill without proof as they do not send bills and I only have proof of the statements I still can access in their system. I have removed myself from budget billing so I do not continue to have this issue going forward.

  Business Response

  Date: 10/20/2022

  Duke Energy's Billing Department reviewed this customer's account in detail, and it was determined that the account has been billed accurately.  There was a large balance when Budget Billing was removed due to the account carrying a large balance when on the program.  Basically, the customer's actual usage accumulated was more than what the Budget Billing monthly installment amount, which resulted in the high balance.  
  
  The customer has also recently enrolled into an installment plan for the high balance, which will start with next month's bill.
  
  The customer can also view all bills online through their online account, and it will show the actual bill charge on the bill, as well as the Budget Billing monthly installment amount.

  Customer Answer

  Date: 10/20/2022

  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.
  

  As I have stated to both Duke and the BBB, Duke's system only goes back to the bill date of 3/1/2021 and because Duke will not provide copies of statements prior to this date I can only determine a shortage of $374.08. During this time frame I paid $6,287.00 and my actual usage was $6,661.08. I am asking for all account statements prior to the 3/1/2021 statement that their online system will provide that shows the full $815.36 that they claim I owe. I went on an installment plan not because I agree with the balance it was the only way to keep them from shutting off my electric because I could not pay the $1,201.79 in full. I also have not received an explanation of where the extra $166.04 went as it was not credited to the prior balance of $815.36. I have spent countless hours trying to get the statements from Duke. I am always directed online which does not provide the information to me. I am only asking for the proof of what makes up the balance they say I owe. If I had a choice I would never do business with Duke Energy going forward. I also strongly discourage anyone from ever using budget billing. I will never use again with Duke Energy. Unfortunately for me and everyone in Cincinnati they have the monopoly so I am unable to stop doing business with them altogether. 
  

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

  Business Response

  Date: 11/01/2022

  Per the customer's request, I have attached a few bills prior to 3/1/2021.  

  Customer Answer

  Date: 11/03/2022

  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.
  

  Thank you for providing the 1/29/2021, 12/30/2020 & 11/25/2020 statements that Duke's system no longer provides. Those three statements show a total shortage of $298.70 in addition to the statements I already have of $374.08 for a total of $672.78. That still leaves $142.58 that is not accounted of the $815.36 Duke claims I owe. I request that Duke provide the remainder of my 2020 statements to verify the remaining shortage they claim I owe.

  Kind Regards,
  
  
  
  ******* ***
  
  

  Business Response

  Date: 11/16/2022

  Per the customer's request, we were able to locate all bills for 2020.  Due to the amount requested, these have been emailed to the customer, because they all won't fit on this thread.

  Customer Answer

  Date: 12/07/2022

  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.

  Per phone call from *** ***:

  I did receive the requested billing statements Duke Energy.  

  I am still unclear that I really owe this balance. I would really appreciate a phone call from someone that can help me understand this  My direct phone number is ###-###-####.  Please call me ASAP.  Thank you for your time.

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

  Business Response

  Date: 12/16/2022

  A call was made to the customer to discuss the account, and it was determined that Duke Energy would email the customer bill copies for 2019 and possibly 2018, so the customer can review bills.  It was agreed that the customer and Duke Energy would discuss again if there were any additional questions regarding the account.

  Customer Answer

  Date: 12/21/2022

  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. Kristi with Duke has provided via direct email the additional statements that show the shortage due to Duke.
  
  
  
  Regards,
  
  
  
  ******* ***
  

• Initial Complaint

  Date:10/05/2022

  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.

  Moved into new home on Oct 2021, Duke Energy was setup to provide electric/gas services. We have been paying our bill monthly with no issue until during covid. June, July, August we had called and requested budget billing. Our bill went from 200-220 to 328 monthly. I have since requested budget billing be turned off as it was obviously not helping. Now we have a mysterious 700$ charge on our bill, and our new monthly bill is 300$, but our bills in Oct 2021 170, Nov 2021 190, confirmed by Duke Employees. I have spent over 14 hours on the phone trying to get someone from Duke Energy to escalate my issue or assist but due to some system upgrade in the spring they dont have the ability to see my data or assist and my escalations are falling on deaf ears.

  Business Response

  Date: 10/11/2022

  Duke Energy completed a thorough investigation regarding this customer's concerns; however, the address provided in the details is not associated with this customer nor is the service in this customer's name. If the customer would like to provide the service address or account number, Duke Energy can look into this matter further.

• Initial Complaint

  Date:10/03/2022

  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.

  Duke Energy has been charging me for 2 apartments for 5 months. I stopped and started in March. I recently received disconnect notice on my phone for old address. Called customer service. After being transferred 4 times they found my phone call for starting service but not stopping. Someone told me today that either me or landlord needs to accept responsibility. I have a feeling Duke won't accept responsibility. Because I know I stopped service.

  Business Response

  Date: 10/05/2022

  We apologize for any inconvenience. The customer's billing was corrected back to March 18th. The customer was sent a final bill showing the billing dates March 3-March 18 for $31.67 that was due 10/5/22. 

• Initial Complaint

  Date:09/22/2022

  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 moved out of my apartment on April 25th 2022 and recieved a notification that my duke energy services have stopped. In August to September I noticed I was still getting billed from Duke energy. I over paid one month so I had about $80 on the account as credit which it had been pulling from. I called several times to see why I was still getting billed, only to find out that they never canceled my gas, only the electric. I called on September 8th or 9th around 2pm to get the gas canceled as well. I was told it was cancelled and that a claim was put in to have it corrected. On September 21st, I got another email for a duke energy bill and when I called I was told that no one submitted the cancelation and that I'm still responsible for the billing for a place I don't even live.

  Business Response

  Date: 10/03/2022

  We apologize for the inconvenience. When the landlord called in for service they requested the electric only be switched into their name. We removed all the gas charges back to April when the electric service was taken out of the customer's name. The customer now has a credit that will be sent as a refund check. 

• Initial Complaint

  Date:09/15/2022

  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 not able to give my electric meter readings (start/stop) on a monthly basis and some how determines my usage which is very high. I have called several times and placed tickets with no answers in the last 7 days.
  How do I know how they have charged me.
  This is basic reading meter requirements that should be available on the bill statement and is missing.

  Business Response

  Date: 09/21/2022

  Good afternoon,
  
  I have reviewed the complaint for the customer regarding
  their billing statements not containing actual meter reads. Statements still
  contain the overall usage the customer was billed from one cycle to the next.
  
  Duke
  Energy’s billing statements no longer reflect electric meter readings because
  they are being billed based on intervals. For customers who have AMI interval
  meters, the Company does not use meter readings to determine the customer’s
  usage, or the amount that they are eventually billed. Every 15 minutes the
  meter captures the amount of electricity consumed and communicates that amount
  to the billing system.
  
  Duke
  Energy then calculates the amount that the customer should be billed by summing
  the total electric consumption over each 15-minute interval that occurred
  during the billing cycle. The total sum of the total electric consumption for
  the billing cycle occurs within the Company’s customer information system,
  rather than the meter. While the meters do typically have a digital display
  that shows a “reading”, that 5–6-digit number is not sent to the Company’s
  customer information system at all, much less for billing purposes. Only the
  consumption for each interval is transmitted.
  
  Approval
  was obtained from PUCO for the current bill formation, and of the removal of
  meter readings from the bills in Case Nos. *************** and **************.
  Duke Energy plans to continue with this billing format, as discussed in these
  cases. Customers will no longer see meter readings on billing statements for
  interval-billed electric consumption.
  
  Please
  let me know if you have any further questions.
  
  Thank
  you,
  Amber
  Midwest
  Consumer Affairs