Business Profile

Electric Companies

Duke Energy

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Complaints

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

Customer Complaints Summary

202 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

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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:04/08/2025
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 a monster that is gobbling up all life savings due to their bad and unsubstantiated business practices. They are charging different rates within the city limits. They are charging more to deliver than the services provided. I asked that no 3rd party billers be allowed. They allowed a 3rd party biller on my account. I was consistently sent between the 3rd party biller and Duke for help with understanding the bill.
Business Response
Date: 04/14/2025
Good afternoon,

Our records show that the account was enrolled with Dynegy Energy from May 11,
2024 – February 28, 2025, for the electric service. This enrollment was due to
the City of Cincinnati Aggregation. Attached is a copy of the enrollment letter
that was sent to the customers email on April 15, 2024.

The Customer Choice is a program which allows Duke Energy Ohio customers to
choose the company that supplies their electricity and/or natural gas and is a
voluntary program. Duke Energy will continue to deliver the electricity and/or
natural gas to its customers, including those who change suppliers. Under an
aggregation, the customers in township, municipality, or county are grouped
together to receive a price negotiated by their community leaders from a
supplier. The customers are able to “opt out” if they prefer not to be enrolled
with the aggregation.

I attached a copy of the electric residential bill calculator that can be found
on our website at **************************************************************.
This provides a breakdown of charges within the bill. I filled in the
information based on the final bill for this location. Since this bill is a
partial bill, the totals will not be exact. The customer can find the
individual riders on our website as well at
******************************************************. I attached a copy of
the final bill as well.

The customer has been billed correctly, so no adjustments are needed.

Unfortunately, I was unable to reach the customer regarding their concerns;
however, a voicemail was left letting them know their complaint was received
and they could contact me back if they had any further questions.

Thank you.
Customer Answer
Date: 04/19/2025
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.

(PLEASE TYPE YOUR REASONS HERE)

Regards,

******** *******
Initial Complaint
Date:04/08/2025
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 is erratically charging different rates for their customer within the same city limits. They are charging more to receive their services than the actual services provided.
Business Response
Date: 04/14/2025
Good morning,

Our records indicate that this customer is being billed for
electric services based on the Standard Service Offer rate applicable for a
residential account. As the Company is a regulated utility, the customer is
being charges at the approved rate. More information about rates and riders can
be found online at *************************.
The customer does have the option to enroll with a third-party supplier through
the Ohio Choice program and can find additional information regarding that at
*********************.

Unfortunately, I was unable to reach the customer regarding
their concerns and was unable to leave a voicemail due to a full inbox.

Thank you,
Amber
Midwest Consumer Affairs
Customer Answer
Date: 04/19/2025
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,

***** *******

Customer Answer
Date: 04/30/2025
There was no call or explanation why it cost more to deliver their service than the service itself. This has to be usury
Business Response
Date: 05/14/2025
Good morning,

Duke Energy is a regulated public utility. Therefore, unlike
other businesses, we do not set the final prices our customers pay. Instead,
all rate schedules and pricing proposals must be reviewed and approved by the
Utility Commission. Duke Energy goes through a detailed public process when
requesting a change in our prices.

As a regulated utility, Duke Energy is allowed to recover the costs necessary
to ensure reliable power and the opportunity to earn a reasonable rate of
return. That return is used to fund new infrastructure improvements and to
compensate our shareholders and bondholders for their investments in the
company.

Overall, a typical residential customer using 1,000 kWh per
month will see a decrease of approximately $0.32 or (0.20%) per month effective
April 2025. Rates do vary depending on the total kWh usage per home, which is
why rates fluctuate from one billing cycle to the next and may be different
from neighboring homes. All rate and rider information can be found at ************************* and a
detailed breakdown of charges can be found by visiting Electric
Calculators - Duke Energy Ohio.

Thank you,

Amber
Midwest Consumer Affairs
Initial Complaint
Date:04/08/2025
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.
This company consistently fluctuates in their rates and area of the city. They are charging more to deliver services than the services received.
Business Response
Date: 04/14/2025
Good morning,

Our records indicate that this customer has gas and electric
services. Gas services are being billed based on the approved Standard Service
Offer for a residential property and electric services are being billed for the
supply through a third-party company. As
the Company is a regulated utility, the customer is being charges at the approved
rate for delivery of electric services and for the delivery and supply of gas
services. More information about rates and riders can be found online at *************************. More
information on how third-party supplier billing is done can be found at
*********************.

Unfortunately, I was unable to reach the customer regarding
their concerns and was unable to leave a voicemail, as the call was answered
but the disconnected immediately.

Thank you,
Amber
Midwest Consumer Affairs
Customer Answer
Date: 04/24/2025
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,

****** *****

Customer Answer
Date: 05/13/2025
(Response taking manually over the phone)

I don't have third party supplier on my account. If they claim I have a third party, they need to submit my bill to the BBB proving that. Duke Energy has never tried to call me. They are flat out lying.
Business Response
Date: 05/13/2025
Good afternoon,
Attached is the customer's most recent billing statement. I have highlighted the electric third-party supplier information for your review. This information can also be seen on the billing statements provided by the complainant.
Thank you,
Amber
Midwest Consumer Affairs
Initial Complaint
Date:03/31/2025
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 has been notified dating back to 2022 to remove ****** Energy Services from my account with Duke Energy. I contacted Duke Energy, requested for the protocol to have ****** Energy Services removed and completed what was asked of me. The problem is ****** Energy Services have continuously been forced back onto my Duke Energy account (1) against my written authorization (2) verbal authorization (3) Do Not aggregate List, yet and still they have been placed back on my Duke Energy bill in 2023, 2024, and now 2025. When Duke was contacted again about this ongoing reoccurring incident that they refuse to release me of, they continued to give me the same protocol and procedures to complete, they have expectation that I submit a payment to ****** Energy Services, and refuse to eliminate this issue that Duke Energy has continuously perpetuated against my account. I have never had any payment issues with my account, but I am not going to continue to complete what Duke Energy claims will be removed from my account but continue to add it against my wishes and request payment for what I DIDNT ASK FOR! I SPECIFICALLY REQUESTED ****** ENERGY SERVICES TO BE REMOVED 3 YEARS AGO AND DUKE ENERGY REFUSES TO COMPLY WITH MY WISHES AND THEIR PROCESSES! I WANT ****** ENERGY AND THEIR CHARGES REMOVED FROM MY ACCOUNT IMMEDIATELY!!!
Business Response
Date: 04/02/2025
Good morning,

Our records indicate that an enrollment was received from
****** Energy on 4/10/2023 as part of the township aggregation but was
rescinded when the customer contacted us on 4/14/2023. A new aggregation
enrollment was received by ****** Energy on 3/12/2024 that went into effect
4/2/2024 and ended 10/1/2024. The supplier sent another aggregated enrollment
on 9/9/2024 and was in effect from 10/2/2024 to 3/3/2025.

The customer did contact the company again on 9/10/2024
regarding the supplier on the account and the request to drop the third-party
was submitted. The request was submitted; however, another enrollment had
already been received by the third-party, which is why they remained on the
account. The customer did not contact the company again until 2/12/2025 and
requested the third-party be removed from the account again. This drop went
into effect 3/3/2025 and no longer has a supplier.

As the customer had requested the third-party be removed
from the account; however, we can go back and rebill the account at the
company’s rate for the supply portion of the billing, if the customer wishes. After
a thorough review of the account and charges, it was identified that the
supplier did have a rate lower than the company’s standard service offer rate
each month and saved the customer money by being enrolled on the account.

Unfortunately, I was unable to reach the customer regarding
her concerns; however, a voicemail was left letting her know that she could
contact me back if she had any additional questions.

Thank you,
Amber
Midwest Consumer Affairs
Customer Answer
Date: 04/07/2025
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.

****** Services were REQUESTED to be removed period. ***** ******, account holder and the only authorized party, NEVER AUTHORIZED ****** not through 1) ******** Township 2) Duke Energy 3) ANYBODY ELSE. Duke Energy making unauthorized changes to my account that affect my monthly payment and monthly bill is illegal. I have never given Duke Energy permission to allow ANY THIRD PARTY to be added to my account for ANY REASON. I have continuously contacted Duke Energy to inform them that nobody is to make ANY UNAUTHORIZED CHANGES to my account WITHOUT MY PERMISSION. Duke Energy has consistently gone against my authorization and has expectations that I should continue to make payments to a Third-Party that ONLY DUKE ENERGY PERMITTED TO ILLEGALLY ACCESS AND CHARGE MY ACCOUNT. Duke Energy has NEVER RECEIVED ANY WRITTEN OR VERBAL AUTHORIZATION FROM ***** ****** TO ADD/RECONVEINE ANY SERVICES WITH ****** SERVICES! Duke Energy continues to go against my wishes because they NEVER PROVIDED AUTHORIZATION FROM ME TO DUKE ENERGY FOR ANY THIRD PARTY! Duke Energy was never permitted to add ****** Services to my account, which is why this divisive action against my account has continued. Duke refuses to keep this Third-Party off of my account because they are getting a portion of the charges that ****** Services charges for. ****** Services is not in fact cheaper, because my Duke Energy bill has unauthorized charged from a ****** Energy Services, Duke Energy's third-party company. Cheaper is not having an outstanding balance of $411.86, that is the opposite of cheap, that's an excessive charge. Nobody has the authority to go against what I have requested on behalf of my account. Duke Energy acted in bad faith, because after the 9/10/2024 phone call, they still went against my authorization. Duke Energy acting in bad faith against the understanding that Duke Energy and ***** ****** had means they will move forward by dismissing this charge for acting in bad faith against our agreement.

Regards,

***** ******

Business Response
Date: 04/16/2025
Good afternoon,

The customer was advised on 4/7/2025 when we spoke that an
enrollment with the third-party supplier was received within the same time as
her request to remove the supplier, which resulted in a new enrollment being
processed on the account. Due to this issue, the Company is working on
correcting the customer’s account and having the third-party charges removed
and the account rebilled based on the Company’s approved rates for the supply
of electric.

The customer was sent notifications via email on 3/12/2024
about the aggregated enrollment with the third-party and no request to rescind
that enrollment was received. She was advised that the enrollment was processed
with through the City. On 9/10/2024, a notice was emailed to the customer about
the removal of the third-party, but another notice was emailed on 9/17/2024 to
advise of the cancellation of that removal. The last notices that were emailed
to the customer were on 2/12/2025 and 4/14/2025 about the removal of the
third-party.

Our billing department is currently still in the process of
making the billing corrections to the account.

Thank you,
Amber
Midwest Consumer Affairs
Customer Answer
Date: 04/22/2025
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.

After having conversation with Duke in March 2025, we discussed the issue; (1) Duke Energy Violating their Standard Operating Procedures pertaining to adding third parties to existing accounts against the account holder's authorization. Duke failed to notify me that they refused to accept my submission to their Standard Operating procedures and willfully acted against my (a) submission (b) authorization (c) agreement. After failing to convert my account to Duke Energy exclusively, Duke and ****** continued to charge my account improperly. I requested for ****** to be removed from my account in September and complied with Duke Energy's Standard operating procedures to remove ******-Third Party from my account. Here in April 2025 (8 months later), Duke still has ****** listed on my account, Duke is still charging my account for ******, Duke's alleged process to remove ****** from my account has gone unmet. As of today, Duke's representatives states that ****** will not be removed until AFTER May 2025. Leaving me paying both Duke and ******, meanwhile, Duke instead of fulfilling the agreement to bring the account up-to-date since Duke refused to comply with their SOP, they now are charging for August 2024 and September 2024 in addition to their charges for October 2024- April 2025. Duke Energy wants to reassess my account and have put all their efforts and energy into giving me the Duke Energy rate for the months that Duke Energy refused to comply with the account holder regarding removing a third party from my account and has expectations I pay Duke in place of ****** Services. The problem that Duke has, is that once Duke Energy provided my Clear Choice ID to ****** Services September 2024 against my authorization, they disqualified themselves from receiving payment because they were not acting in good faith, they were not abiding by their set procedures, and they REFUSE to this day to remove ****** Energy Services from my account although I am on the Do Not Aggregate list as we speak per **** of ****** ********* ********** ** **** (****). Although I have been on this list for years, Duke Energy wants to dismiss their bad deeds of business and receive payments instead penalty. Their penalty for deliberately disobeying my authorization is for them to consume $535.24 because they admitted to fraudulent activity and provided account and identity information that has lead to a third party having easy-open access to do what they want, when they want, meanwhile, I still can't remove this third party from my account because of Duke Energy's "process" but Duke Energy has displayed that they have no intentions of honoring my consumer request as they have not removed ****** service from my account, they refuse to acknowledge and accept the consequence for their illegal, illegitimate, unauthorized, willful data breach by continuing to allow a third party access to my account when I have abided by their standard operating procedures to have ****** Services properly removed. Duke Energy has insurance on their business and they need to exercise that insurance for their willful actions applied to my account on their behalf and ****** Services.

Regards,

***** ******

Business Response
Date: 05/05/2025
Good morning,

Our records indicate there was a delay with the account
corrections for the removal of the third party on the account. This has since
been resolved and the account rebilled with the removal of the supplier with
the correct removal date of 10/1/2024 with the customer’s most recent request
to the company to remove them on 9/10/2024. Suppliers cannot be removed within
the middle of a billing cycle and go into effect on the last date of a billing
cycle within 1-2 cycles depending on when the request was received. The
customer does have the option to set up a payment arrangement on their current
account charges if they wish to do so.

Thank you,
Amber
Midwest Consumer Affairs
Customer Answer
Date: 05/07/2025
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 Energy alleging there was a delay in removing the third party from my account is not my penalty to pay nor did Duke Energy become proactive about any delay. They previously noted that 9/10/2024 they received notification from me that ****** Services needed to be removed but accepted an unauthorized referral the very next day which is breaching the agreement for the process that they imposed. The delay was Duke Energy willfully breaching our agreement of following their process to remove another third party from my account with Duke and for months Duke Energy made no efforts to remove ****** Services from my account. Duke Energy made no efforts to notify me of this alleged "delay" but they continued to service my account with ****** and received payments on time without delay. Duke Energy continued to increase the amount owed by going back to July 2024 rather than Sept 2024/Oct 2024.

Suppliers cannot be removed in the middle of billing cycle- is another penalty imposed upon the account from Duke Energy. ***** ****** ****** made the same similar request upon my account activation. Duke Energy and ***** ****** ****** was notified that no merging will be taking place on my account, Duke Energy received notification from myself, ***** ****** ****** received notification and the **** received notification. Duke has pursued and continued to violate my consumer rights by adding third parties (1) against my authorization (2) without properly notifying me -[as all referrals/documents forwarded require my signature and authorization and they didn't] (3) willfully breaching our agreement of the process that Duke Energy has put in place in order to properly remove third parties from account-what is the purpose of a process for consumers to follow when business refuse to abide by their own actions and lack of efforts?

Duke Energy acted maliciously and egregiously by delaying this process and making their issue my fault when I followed proper procedures and they ignored them by their own words.

Regards,

***** ******

Business Response
Date: 05/14/2025
Good morning,
Duke Energy received
notification in September 2024 to remove the third-party from the account. As
previously advised, there was a delay in the removal due to a new request from
the third-party being received at the same time as the drop request, which resulted
in the supplier remaining on the account in error. This has since been
corrected, and the account rebilled based on the rates the customer should have
been billed without the supplier. If the customer would like to set up a
payment arrangement on the current balance of the account, she can contact us back to
do so.
Thank you,
Amber
Midwest Consumer Affairs
Customer Answer
Date: 05/15/2025
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 Energy received notification in September 2024 to remove the third-party from the account. As previously advised, there was a delay in the removal due to a new request from the third-party being received at the same time as the drop request, which resulted in the supplier remaining on the account in error. This has since been corrected, and the account rebilled based on the rates the customer should have been billed without the supplier. If the customer would like to set up a payment arrangement on the current balance of the account, she can contact us back to do so.

Duke Energy never notified the account holder after receiving another referral following September 2024. Isn't an incidental occurrence on Duke Energy's behalf, Duke has consistently provided my personal information along with their my Duke Energy account with third parties for the life of the account. This has occurred 2023, 2022, and when the account was being activated in September 2021. Duke has placed this misfortunate hassle on consumers. Duke wanting to correct their forced-placed error on my account after this has been brought to their attention for an error that they have been informed about for years. Duke being notified, notating in my account that no third-party is authorized, all referrals and account activity that occur without my approval are actions that need to be brought to the attention to the account holder. Now that Duke fixed what they did, they want to receive an additional payment for services that they wrongfully forced onto my account. They refused to notify me, one of Duke's representative said they don't have the people power to notify customers of all the changes to the account when they are occurring while having consumers wait on the phone to hear all about their Artificial Intelligence features that will help advance consumers inquiries and provided assistance. Yet, here and still, Duke Energy didn't notice the error just like the Artificial Intelligence server didn't notice this forced-placed error.

Duke Energy has been paid monthly in addition to ****** Services. Duke Energy needs to file an insurance claim with their insurance carrier about how they illegally forced and continued to provide flawed and error services for 5 months. Inform their insurance carrier that they acted in bad faith, violated our agreement by ignoring my authorization and by accepting a third-party's referral over an account holder's authorization and wishes. Duke Energy believing they deserve to be rewarded for breaching a contract, violating an agreement in business, while receiving money on a monthly basis is excessive. Duke Energy has not provided any assurance that this won't happen again, and they are still expecting to get paid for what somebody else wasn't suppose to do on my account. That's illegal. Refusing to notify an account holder of a third-party's accessibility, overriding the authorization of the account holder with an UNAUTHORIZED THIRD PARTY, requiring consumers to follow provided procedures year after year only to end up paying for the mistake of Duke Energy is rewarding unethical business ethics and conduct. Once Duke Energy file's an insurance claim to cover what they damaged in my account, accessing my personal information without and against my authorization, will help Duke Energy learn how to develop an Standard Operating Procedure for how Duke Energy engages with Third-Parties and Consumers in business moving forward. This is the first time I reported this ongoing issue with the Better Business Bureau. Duke Energy has been pursuing adding third parties to my account for the life of the account and their actions from activation of a Duke Energy account to present, they are more consistent with adding third-parties than they are with providing ethical business services to consumers.

Duke Energy needs to dismiss this balance as they have acted in bad faith, breached our agreement, failed to notify me of changes, updates or account activity done without my authorization. Screening me every time I contact them to confirm that I am the account holder, only to willingly allow third-party companies access my account without my permission and against my authorization is dangerous. It is willful data-breaching by allowing this to go on. It's fraudulent NOT to notify the account holder of account activity involving third-parties. This is a pattern behavior, and Duke Energy has provided no reassurance that this will not happen again, or about their efforts to make sure it won't happen again. This type of business tactics is abusive without remorse.

Regards,

***** ******

Business Response
Date: 05/20/2025
Our records indicate the customer was sent an email on 9/10/2024 advising that she would return to Duke Energy as her third-party; however, an additional email was sent on 9/17/2024 advising this drop request was cancelled and the supplier would remain on the account.

When a request to enroll with a third-party is received, we must abide by that enrollment request as we are a regulated utility. If a customer is enrolled with a third party that they did not wish to have, they must dispute this directly with the third party. All charges billed to the account are for services rendered. We must bill all customers for the services they have used, which is why the account was rebilled at the Company rates for the supply of service, along with the delivery charges.

No personal information was provided to a third-party company. Any third-party enrollment on the account was done via the **** governmental aggregation program. Additional information can be found at **************************************************************************** on how the program is ran.
Customer Answer
Date: 05/20/2025
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.

Reviewing my records in email, Duke Energy never emailed me at any point notifying me of they "cancelled" my drop request of ****** Services. Duke Energy needs to provide evidence of this alleged email from their records because the only email that was sent from Duke Energy to myself, is the Usage Alert. Duke Energy's entire process of removing third-party companies from their system has been negated because they failed to notify me of this cancellation, and haven't provided a valid reason to cancel my authorization to cancel ****** Services.

You will also notice in the screenshot of my email account the payments made to Duke Energy + ****** Services. Duke Energy and addition to ****** Services. Duke Energy was suppose to be the only provider of services. Duke wants to get compensated for the Third-Party they were happy to continue business transactions on my account against my authorization because Duke Energy for some unknown reason has given priority, authorization, and access to third party companies to their system for accounts. That is rewarding Duke Energy for breach of contract which I am not in favor of.

Regards,

***** ******

Business Response
Date: 05/21/2025
The attached notice was emailed to the customer on 9/17/2024 at 7:11 a.m. EST.
Customer Answer
Date: 05/22/2025
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 reason I reject this response is because Duke Energy has provided an attachment not an email showing 9/17/24 at 7:11 AM. Instead Duke Energy has provided an attachment that has the time stamp of 5/21/25 at 3:48 pm not an email sent to *************************** on 9/17/24 at 7:11 AM. I have provided screenshots showing this manufactured attachment that has not come through my email. Reflecting on the previous response, all the emails that I received from Duke I never received that. To go even further, Duke Energy still hasn't identified this alleged delay or cancellation that was forced onto my account, without my knowledge. Duke Energy has not provided any valid reasons to cancel my choice of service provider on my account that they currently hold. Duke Energy has provided emails of User Alert which I confirm receipt for but not for cancelling my authorization.

Duke Energy has not been working hard on earning my confidence and trust because they continue to lack integrity with their fault. I want Duke Energy to honor what they have advertised on their website, Duke Energy operated in error and bad faith willfully breaching our agreement of removing ****** Services, they failed to properly notify me, rejected my authorization, allowed a ****** Services to have priority over my account against my authorization and now they are going to file an insurance claim with their insurance carrier to compensate for this alleged outstanding balance. Duke Energy was paid and ****** Services were paid due to Duke Energy violating their policies and procedures by failing to notify me of why they cancelled my authorization but granted ****** Services (third-party) priority over my authorization in my account. Now Duke Energy wants to be paid under the pretense of them providing the services in months they were happy to ignore my authorization, receive payments on time, and pay for an illegal third-party due to their willful error. That lacks accountability for Duke Energy. Duke Energy only wants to be overcompensated for having third-party contracts and sharing business transactions which isn't ethical or appropriate in business.

Regards,

***** ******

Customer Answer
Date: 05/22/2025
*********,
Proof of cancellation request you made to ******-I contacted Duke Energy by phone and contacted **** as directed with the number provided. This was a transaction over the phone because that is the process according to Duke Energy. Why aren't you requesting them to provide evidence that hasn't been manipulated regarding 9/17/24 7:11 AM email that they keep alleging they have but haven't shown proof of?
I understand this situation has been frustrating, and I appreciate your patience as we work through it.-Frustrating is dealing with this situation the first time, we are 3 YEARS INTO THIS IS A SITUATION THAT NEVER SEEMS TO END.
Duke Energy has explained in previous responses that they are not responsible for ****** appearing on your bill. According to their records, they received a request to continue ******’s service even after your cancellation request was submitted.-Duke Energy also provided false claims and false information, as the Better Business Bureau, it is your duty as the appointed service provider to properly notify all account holder's of ANY and ALL changes to the account which they CLEARLY HAVE NOT! This is draining, time consuming, and feels like Duke Energy is force placing blame on me, the account holder for Duke Energy's systemic errors, flawed policies, and outdated Standard Operating Procedures, because they have admitted fault at least 3-4 times, and have changed their story every response at this point.
If you would like ****** to stop submitting these types of requests to Duke, you’ll need to contact ****** directly to make that request.-I DID THAT 2021, 2022, 2023, 2024, AND 2025 AGAIN! HOW MANY MORE TIMES DO I NEED TO CONTINUE TO KEEP A THIRD-PARTY OFF OF MY ACCOUNT THAT DUKE ENERGY HAS A MONOPOLY TO HAVE PRIMARY ACCESS TO IN THE CITY OF CINCINNATI???????????!!!!!!!!!! This is the first time that I am bringing this ONGOING ISSUE TO THE BETTER BUSINESS BUREAU BECAUSE IT CONTINUES TO HAPPEN YEAR AFTER YEAR AFTER YEAR AFTER YEAR AFTER YEAR! Nobody from Duke Energy or ****** Services are paying me to take time out of my day to handle their continuous efforts to defy my authorization.

That said, if you have any documentation showing that Duke Energy allowed ****** to remain on your account after you submitted a cancellation directly to them, I’m more than willing to continue pursuing this complaint. If no such documentation is available, I will consider the matter resolved, as Duke Energy appears to have made a good faith effort to address the concerns raised.-How on God's green and blue earth can I provide a document THEY NEVER SENT?! THEY NEVER SENT A NOTIFICATION ABOUT REFUSING TO CANCEL THE THIRD PARTY AND YOU WANT TO CLOSE THIS CASE ON BEHALF OF DUKE ENERGY WHEN THEY HAVE FAILED TO BE CONSISTENT WITH THE TRUTH AND FAILED TO PROVIDE PROPER EVIDENCE!!!!!???!?!!!! YOU AND I BOTH KNOW THAT THEY HAVE NOT FULFILLED THEIR OBLIGATION OF PROVIDING ADEQUATE EVIDENCE, DOCUMENTATION, NOR JUSTIFICATION REGARDING THIS MATTER!!! YOU ARE COMPLETELY IGNORING THE FACT THAT THEY HAVEN'T PROVIDED AN ACTUAL EMAIL SO MUCH AS DUKE ENERGY HAS PROVIDED AN ATTACHMENT THAT THEY PRINTED OUT 5/21/2025 AT 3:48PM NOT AN EMAIL THAT HAS BEEN FORWARDED TO MYSELF ON 9/17/2024 AT 7:11 AM!!!!!!!!!!!!!

********* YOU IF YOU DISMISS IT WILL NOT BE BECAUSE THIS MATTER IS RESOLVED, IT WILL BE BECAUSE YOU DECIDED NOT TO QUESTION DUKE ENERGY'S EVIDENCE, REQUEST THEM TO PROVIDE UNOBSTRUCTED EVIDENCE, AND SO FAR HAS FAILED TO DO SO! I DO NOT AGREE WITH ANY RESOLUTION BECAUSE THEY KEEP CHANGING THEIR REASON, MANUFACTURING EVIDENCE, AND REFUSE TO TAKE ACCOUNTABILITY FOR THEIR INTENTIONAL BREACH IN CONTRACT. SO IF ********* RESOLVES THIS MATTER, IT'S BECAUSE SHE DID NOT DO HER JOB AND IS SWEEPING DUKE ENERGY'S ERRORS AND FLAWED WAYS UNDER THE RUG BECAUSE I HAVE PROVEN THAT DUKE ENERGY NEVER SENT ME A NOTICE ON 9/17/24 AND DUKE ENERGY PROVIDED EVIDENCE THAT THEY TOO DID NOT EMAIL ME ON 9/17/2024 BUT THAT THEY RUSHED TO REPRINT A PAPER ON 5/21/25! THIS IS FRAUDLENT ACTIVITY!!

I provided evidence that Duke Energy has never sent a cancellation notice regarding my drop request. The Better Business Bureau needs to request the ACTUAL EMAIL THAT CONTAINS A NOTICE OF CANCELLATION OF DROP REQUEST 9/17/2024 FROM DUKE ENERGY TO ***************************. ANYTHING LESS IS THE BETTER BUSINESS BUREAU JUSTIFYING THE EGREGIOUS ACTIONS OF DUKE ENERGY WITH ****** SERVICES!

You are requesting me to provide information of a cancellation when you received information from them informing you and me that they removed the drop request. Th
Initial Complaint
Date:03/20/2025
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.
Duke energy charged me for gas delivery for five months from Oct 2024 through Feb 2025 despite our house not having an active gas line nor any gas appliances. In fixing this problem and crediting my account for the gas charges, they reissued bills from Oct 2024 through Feb 2025. However the reissued bills had a higher electric supplier rate than the original bills, effectively charging me more now for electricity that I had used and already paid for in the past. The amounts are highlighted in the attached files, both for the (4) original bills and for the (1) reissued bill. I have called Duke customer service at least 5 times without finding anyone who is able to resolve this issue.
Business Response
Date: 03/24/2025
Duke Energy reviewed this customer’s concerns.

Our records indicate on 1/21/2025, a ticket was submitted to
correct the gas charges, as the customer claims they should have not been
charged for gas services. The account
was corrected, which removed the gas charges from the account, and the account
was rebilled for the time period of 10/8/2024 – 2/7/2025.

On 3/19/2025, the customer contacted Customer Service
indicating the rebilled rate is different than what they were previously
billed. A new ticket was submitted for
additional review.

Upon completion of the additional review, it was determined
the rebilled amount was correct, as the customer is enrolled with an ****
Choice Supplier (*********** ******, ***), and the charges and rate on the
corrected invoice were returned from the selected **** Choice Supplier.

There will not be any corrections and/or adjustments made on
the account in question. The balance on
this account is $159.19 due 4/3/2025.
Customer Answer
Date: 03/24/2025
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.

At no point in any of my multiple phone calls with Duke Energy or *********** ****** or in the response to this complaint has anyone explained why I was billed one rate on the original bills and a different rate when the gas charges were fixed even though both sets of bills were for the exact same time period. Either Duke Energy or *********** ****** made a significant billing error either on the original bills or on the revised bill and I need to understand who made the mistake and how the mistake happened. I will not consider the complaint resolved until that explanation is provided.

Regards,

**** *****

Business Response
Date: 04/01/2025
The customer’s account is enrolled on a “Bill Ready” billing
option with the chosen **** Choice Supplier, *********** ******, ***. The charges were returned from *********** ******, ***, and they are accurately reflecting on this invoice.

A “Bill Ready” billing option means the **** Choice Supplier
does their own rate calculations and sends the charges to Duke Energy to be included
on the invoice.
Customer Answer
Date: 04/03/2025
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 business in reference (Duke Energy) states that "The charges were returned from *********** ******, ***, and they are accurately reflecting on this invoice." However, as seen in the attached invoices, there are *two* invoices for each billing period and each of those two invoices has a different rate and a different electric charge. By definition, it cannot be possible for both invoices to be accurate since they show different charges and different rates. As requested in my previous response, please explain which of the two invoices for the billing period is correct, why that invoice is correct and not the other invoice, and why the rates are different for the two invoices for each billing period. If sufficient answers to those questions are provided, I will accept the resolution of the complaint.

Regards,

**** *****

Business Response
Date: 04/09/2025
Duke Energy has reviewed the customer’s request for
information regarding the account billing.

The invoice dated 11/12/2024, which was the usage from
10/8/2024 – 11/7/2024, was reversed.
This is labeled as “Bill Due 12.3.2024 – REVERSED” as an attached
document.

The invoice dated 12/10/2024, which was the gas AND electric
usage from 11/8/2024 – 12/6/2024, was reversed.
This is labeled as “Bill Due 12.31.2024 – REVERSED” as an attached
document.

The invoice dated 1/14/2025, which was the gas AND electric
usage from 12/7/2024 – 1/8/2025, was reversed.
This is labeled as “Bill Due 2.4.2025 – REVERSED” as an attached
document.

The invoice dated 1/23/2025, which was the gas usage from
1/9/2025 – 1/21/2025, was reversed. This
is labeled as “Bill Due 2.13.2025 – REVERSED” as an attached document.

The invoice dated 2/13/2025, which was the electric usage
from 1/9/2025 – 2/7/2025, was reversed. This
is labeled as “Bill Due 3.6.2025 – REVERSED” as an attached document.

The invoice dated 2/18/2025, which was the electric usage from
10/8/2024 – 2/7/2025, was a corrected invoice.
This is labeled as “Bill Due 3.11.2025 – CORRECTED” as an attached
document.

The invoice dated 3/13/2025, which was the electric usage
from 2/8/2025 – 3/7/2025, is a current invoice with a pending disconnection
notice. This is labeled as “Bill Due
4.3.2025 – DISCONNECTION NOTICE” as an attached document.

The invoices shown as “REVERSED” are bills that are no
longer accurate due to Duke Energy rebilling the account. The invoice shown as “CORRECTED” is the
correct and accurate invoice showing the bill breakdown details of each charge. As mentioned previously, the account
underwent a rebill due to the **** Choice Supplier, *********** ******, INC,
when corrections were made after the **** Choice Supplier provided their own
calculations for the rate enrolled in their contract with the customer.
Customer Answer
Date: 04/13/2025
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 states that "The invoices shown as “REVERSED” are bills that are no longer accurate due to Duke Energy rebilling the account. The invoice shown as “CORRECTED” is the correct and accurate invoice showing the bill breakdown details of each charge. As mentioned previously, the account underwent a rebill due to the **** Choice Supplier, *********** ******, INC, when corrections were made after the **** Choice Supplier provided their own calculations for the rate enrolled in their contract with the customer."
However, Duke does not explain that the bills were only rebilled because they incorrectly charge me for natural gas service that I did not have and the bills needed to be rebilled in order to remove the gas charges. There were no changes to electric service in the reissued bills. And even though there were no changes to electric service, the reissued bills charged a different rate than the reversed bills. An explanation of why the reissued bills charged a higher electric rate than the reversed bills is needed to close this complaint. I have not received an explanation for this from either Duke or ***** ****** ******. Until I do receive that explanation, I will not consider this matter closed.

Regards,

**** *****

Business Response
Date: 04/23/2025
The customer’s account was
rebilled at a different rate due to the original rate billed being incorrect
from *********** ******, ***. When this
issue was discovered, the account had to undergo a rebill to correct the
account with the correct rate.
Customer Answer
Date: 05/01/2025
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 response from Duke simply restates the problem. It does not explain how or why the problem occurred. Blaming ***** ****** ****** does not resolve Duke from responsibility in this issue because the only reason the bills had to be reissued were because of a mistake they made in the original bills. As such, I will repeat my previous comments that explain how I can accept resolution of this complaint.

"Duke does not explain that the bills were only rebilled because they incorrectly charge me for natural gas service that I did not have and the bills needed to be rebilled in order to remove the gas charges. There were no changes to electric service in the reissued bills. And even though there were no changes to electric service, the reissued bills charged a different rate than the reversed bills. An explanation of why the reissued bills charged a higher electric rate than the reversed bills is needed to close this complaint. I have not received an explanation for this from either Duke or ***** ****** ******. Until I do receive that explanation, I will not consider this matter closed."

Regards,

**** *****

Customer Answer
Date: 05/05/2025
[Entered manually-direct email rcvd from consumer]
Regarding Complaint ID: ********: ***** ****** ****** has now acknowledged that the billing mistake that was the cause of the complaint was on their end and not Duke Energy's. The specific complaint #******** against Duke can be closed.
Initial Complaint
Date:03/17/2025
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.
In 2021, when I started service with Duke Energy, I paid a $225 deposit to start service. I was told I would not have to pay anything other than my bill in the future. A year and a half later, when we moved, we transferred service without issue and did not pay anything for the transfer. We moved yesterday and now Duke is telling us that if we want our electricity transferred we have to pay another $180 deposit. Our bill is up to date and current. We have never had the electricity shut off. This secondary deposit is viewed as price gouging and unnecessary. Because Duke holds a monopoly on energy in my area, I cannot go to a new provider. This practice is illegal and we all know Duke has a long history of illegal practices. I demand something is done about this price gouging - residents of this area (and others) deserve better than a monopoly who steals from them.
Business Response
Date: 03/20/2025
Good afternoon,

Our records indicate that the customer’s current account
does not have a security deposit associated to it. The security deposit amount
is based on the new address’s average bill and is being requested due to the
customer’s account history at her current address. The customer has had 5
disconnect notices in the last 12 months, which has flagged her accounts as a
credit risk.

The security deposit that was billed to the customer for a
prior address was credited back to them when that service was stopped and a
credit balance remaining of $19.07 was transferred to the current account on
their August 2024 billing statement. The customer is transferring services from
an apartment in ** to an apartment in ** and was offered a 3-month payment
arrangement on the $140 security deposit if she did not want it billed in full
with the first month’s bill. Security deposits in ** are based on the average
monthly bill x 1.3 (or 130%).

Unfortunately, I was unable to reach the customer regarding
her concerns; however, a voicemail was left letting her know that the complaint
was received and if she had any additional questions to contact me.

Please let me know if you have any further questions.

Thank you,
Amber
Midwest Consumer Affairs
Initial Complaint
Date:03/17/2025
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.
There was a storm at 5:30am on March 15th. There was a pole broken and a line down on the neighbors driveway near our property line. This home is owned by an older woman and a disabled man so we reported it for her.
Over and over I called to report this I show over 15 calls. I spoke to an individual at least 6 of those times explaining no one had been out to look at the down wire. I explained how close it was to the home and the real danger it could pose when the power came back on. At about 1pm on the 17th the power came back on for only a moment. It was shut right back off. When we returned home at 4pm the road to our house was closed due to a live wire having caught a mailbox on fire down the street. Later that night about 9pm our power cam on. Wire still in the ground! I called again. They said some person on the crew said it wasn't a power line but she would put the report in again after I insisted. Around 10pm trucks showed up and said yes it was hot and dangerous and put yellow tape around it. It is still on the ground today. No one has showed up! This carelessness is unacceptable and could result in death! The first day I even called the county sheriff to have them report it also. I'm contacting them as well.
Business Response
Date: 03/19/2025
Good morning,
Our records do show that the
customer contacted the Company several times regarding their concerns and
Customer Service did follow their correct processes with submitting tickets for
field investigations. We do have record that a contracting Company responded
and placed caution tape on the wire; however, due to a lack of communication,
there was a delay in having a restoration crew dispatched to fix the pole and
power line.

This has since been addressed,
and all repairs have been made. The customer has been in contact with several
Company representatives and was made aware of the situation.
Please let me know if you have any further questions.
Thank you,
Amber
Midwest Consumer Affairs
Customer Answer
Date: 03/24/2025
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.

It took over 36 hours to get anyone to even come look. The next day the Harrison fire station and myself were both told that it wasn't a Duke wire. They make it sound like this was a small miscommunication. It was not! I made over 10 calls reporting this, and the wire was live on the ground during several of these. I expect better. I expect more of an apology for the poor service we were provided. I expect them to admit more than that.

Regards,

***** ******
Initial Complaint
Date:03/16/2025
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 was wrongfully charged on my account by Duke Energy. I was charged for a polite light being lit when that did not happen. I have an electric gas stove that I did not understand how to work. It was not turning on and I smelled gas so I was concerned about a possible gas leak. The technicians came out and informed that I need per to put my covers back in the eye for the stove to turn on and that I had no gas leak and that my stove was electric. On my February bill I was charged $50 extra on my bill. I called a week prior and let them know what happened and was told that it is documented on my account by the technician that he did not light a pilot light. The customer service rep. informed me that he submitted my claim to the back office to get it taken care of. The day my bill was due 3/14/25 my bill was still overcharged $50. I called to let them know and they informed again that the tech did report that he did not light my pilot light and to not charge me. I told the rep that Idid not have the money to pay and that I needed it taken care of. He said he submitted another claim to back office but that I need to pay my bill to not have my services cut off and to call back to be refunded once I paid. I asked him if I could speak to his supervisor and he refused because he was “equipped to handle this situation”I do not have the money and had to use one of my payment extension which I shouldn’t have to use. I am disgusted that duke energy would allow a paying customer to be without electricity risking food spoilage and being cold over a mistake THEY made. If this is not handled by the 21st and my bill extension is not credited back to me I 100% will be sending a cover letter to the CFO of duke energy for property and emotional damages. Further actions will be taken if my this is reported as a late payment to my credit report.
Business Response
Date: 03/17/2025
Good afternoon. On 03/05/25,
I show the customer started calling in about the $50 Gas Pilot Lighting fee. It was listed on their 03/14/25 bill that was issued
on 02/21/25. The specialist the customer
spoke to on 03/05/25 reviewed the service orders from February that were
submitted for a possible gas leak or to light the pilot light if needed. They determined that no issue was found, and
no pilot lights needed to be lit. The
specialist submitted a request to have the fee waived. The customer called back
on 03/14/25 because the $50 fee was still showing owed for their March due
date, which was that day. The specialist
the customer spoke to that day advised that the request had not been completed
yet. They advised the customer that they
would update the ticket with why the fee needed to be waived. The specialist did advise the customer that
they could pay their bill in the meantime to avoid being late, and that once
the request was completed any credit balance could be refunded back to
them. The customer did want to escalate
the issue, but the specialist advised that they could not for this issue. The specialist could have reached out to a supervisor
to see if there was any way to expedite the fee being waived since the customer’s
due date was that day. I’ll submit
feedback on this specialist. I have gone ahead and waived the $50 fee for the
customer. The customer no longer owes
$135.26 for March. With the $50 fee
waived, the customer now only owes their gas and electric charges of $85.26. I tried calling the customer this afternoon,
but I was unable to reach them. I left a message with my office number, so they
can call me back directly to discuss their concerns. Thank you.
Customer Answer
Date: 03/29/2025
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.
Has the company addressed the issues of this dispute?
Yes
* If an offer of resolution was made, has the company fulfilled the proposed offer?

There was no offer made they just put last month and this months bill on one bill.

Regards,

****** ********
Initial Complaint
Date:03/13/2025
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 always adding these random charges to my bill !! Making my bill $100-$200 more !!!!
Business Response
Date: 03/20/2025
Good afternoon,

Our records show that the customer contacted the company on
March 13, 2025, regarding their concerns with their gas bill and the two
charges that are being billed. Customer Service did explain to the customer that
their account was enrolled with a third-party supplier by the name of *** ****** *** for the gas service on November 2, 2024, and the enrollment was part
of the aggregation in the area. The company explained that they received
notification regarding the enrollment giving them the opportunity to rescind
the offer. Unfortunately, the offer was not rescinded, and *** ****** *** was
added to the account. The company also explained that there are delivery charges
and generation charges that appear on the bill. The delivery charges are from Duke
Energy and the generation charges are from *** ****** ***. The company
explained that the third-party supplier charge is not an additional charge and
even if they did not have a supplier on the account, they would have been
charged generation charges from Duke Energy as well.

A request was received on March 13, 2025, to drop the gas
supplier with an effective date of April 1, 2025.

Unfortunately, I was unable to reach the customer regarding
their concerns; however, a voicemail was left letting them know the reason for
my call. I left my name and phone number that way they can contact me directly to
discuss their account.

Thank you.
Initial Complaint
Date:03/11/2025
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.
I moved into a home after my sister moved out. I have been trying to have electric hooked up for a couple days now and duke is refusing to due to my sister having a balance on her bill that she closed out. They asked if my sister is staying with me, I told them no! Me, my sister and my landlord has called himself as well! I offered to send my proof of residency (lease) and they told me no! I have 4 kids who need electric! One does homeschooling and all are waking up sick from it being so cold at night! This is by far the worst case with duke that I have ever heard anyone have to deal with! I do not have to show proof of anything other than my info and lease! To refuse me electric because of my sister is illegal!
Business Response
Date: 03/19/2025
Good afternoon,

The customer initiated a requested to have service placed in
their name at ***** ********** ***** *********** ** ***** on March 10, 2025.
The down tenant, who is the customer’s sister, was scheduled for disconnection due
to non-payment. The customer was advised that the balance would need to be paid
or they would need to provide documentation that the sister no longer resides
at that location. The landlord contacted us to confirm that the new tenant is
taking over and the down tenant no longer resides at this location.

The gas and electric service was placed in the customer’s
name on March 12, 2025. A security deposit was requested in the amount of
$345.00 and was set up on a 3-month installment plan. The customer will pay
$115.00 plus the current charges for 3- months.

Thank you.

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