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

  424 Gest St Cincinnati, OH 45203

• 

  Duke Energy

  593 Todhunter Rd Monroe, OH 45050

• 

  Duke Energy

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

• 

  Duke Energy

  PO Box 960 Cincinnati, OH 45201-0960

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:03/07/2025

  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.

  As a veteran, I have attempted to resolve the customer service issues and billing to no evail with Duke. I need a member of leadership to contact me with answers of why the billing is so high!

  Business Response

  Date: 03/10/2025

  Good morning,
  
  Our records indicate that the customer does have a
  significant increase to their usage every year during the winter months. All billing
  has been based on actual usage for this location. Along with the increase to
  the usage, the customer continues to carry over a balance that is currently set
  up on an installment plan. The customer owes their monthly installment charge,
  along with their actual billing for gas and electric services.
  
  Unfortunately, I was unable to reach the customer regarding
  their concerns; however, a voicemail was left letting them know that their
  billing increases every year during the winter months because their usage increases
  significantly. They were advised that they are also on a payment plan, which
  has a monthly installment charge due in addition to their current charges.
  Lastly, he was advised that because we are a regulated utility, we cannot offer
  rates or discounts on bills. He was advised he can contact 211 for financial
  assistance options, if needed.
  
  Thank you,
  
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:02/27/2025

  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.

  I am not liable for this debt with Duke Energy. I do not have a contract with Duke Energy. They did not provide me with the original contract as i requested. It is also listed twice on my Credit Reports for two different amounts.

  Business Response

  Date: 03/03/2025

  Good afternoon,
  
  Our records indicate that the complainant had two separate
  services in their name at this location, one for gas and one for electric
  services. Gas and electric services began effective 9/21/2021 and stopped as of
  4/20/2023. Gas services had a final balance due of $2,030.05 and electric
  services had a final balance due of $2,739.33. All requests for services are
  done verbally when the customer contacts us to start and/or stop service. If the
  customer believes this account was opened in their name fraudulently, they will
  need to follow the process for identity theft by calling ###-###-#### or
  visiting www.ftc.gov. At this time, there have
  been no discrepancies identified, and no changes will be made.
  
  I was able to reach the complainant about his concerns and
  provided him the information above.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:02/25/2025

  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 is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter.
  
  10 DUKE ENERGY
  ACCOUNT no.: ****
  DATE OPEN: 04/01/2024
  BALANCE: $834.00

  Business Response

  Date: 02/27/2025

  Good morning,
  
  Our records indicate that the customer had services in their
  name from 3/28/2022-1/31/2023. The last payment made toward the account was on
  12/27/2022 for a partial payment toward the balance that was due at that time.
  A balance began accumulating with minimal to no payments beginning in October
  2022 and the last payment received was on 12/27/2022. The balance is accurate
  and based on actual usage. As the account stands, the balance will remain
  $834.28 and will not be removed from collections until paid.
  
  There is no record of the customer requesting a move out order
  prior to 1/31/2023 and if services were in their name fraudulently, they would
  need to go through the process of filing for identity theft. The customer can
  do this by calling ###-###-#### or going to ***********.
  
  Unfortunately, I was unable to reach the complainant
  regarding their concerns and was unable to leave a voicemail due to a full mailbox.
  
  Thank you,
  
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:02/24/2025

  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.

  Over the last year my energy bill has continued to increase to an insane amount based on my "energy usage" that has been collected, yet I have not made any changes to cause any fluctuation whatsoever.
  My bill has continued to increase over the last two years. When I call to discuss why my bill is obscene when I live alone and have gone out of my way to use the suggestions they have given me to see a decrease, they can't explain either. They verbal break down what is written out and suggest payment options. Say they are escalating the case without ever giving any follow up.
  When I ask for it in writing, they "refuse without a court order" but claim it is saved in their system.
  
  I have now had two conversations with customer service representative's supervisors who can only suggest payment options and tell me to use less when they agree I use very little as is.
  
  The information on my bill is also inconsistent without explanation, specifically the kWh that has been collected. On the same bill I received this month, there is a 2,148kWh difference between what was collect and what I am being billed on, but can't explain why, agree it does not look correct, they "flag it internally", and never follow up.
  
  Last year when I reached out about my bill climbing up to 2x what the families are paying living around me in bigger homes, I was told it was due to having a 3rd party contractor added to my account without my knowing, along with being in their budget billing program.
  I took off the contractor and was told it would be $800 to get out that program. I was put on a 9 mo payment plan. This month my bill is almost $400, again with incorrect data they can not explain yet claim its right and how I can pay. When I called today the suggestion was to be put back the program that last year, I was told was the cause of the increase! I feel I am getting scammed- where I live, Duke is the only option I am given for energy. I am willing to give my account information to audit. Thanks

  Business Response

  Date: 03/03/2025

  Good afternoon.  I
  have reviewed the customer’s account and see that during the winter months, the
  customer’s usage increases quite a bit.   During the winter months, the customer’s usage
  usually ranges from around 2,000-2,500 kWh. 
  The rest of the year, their usage ranges from around 1,000-1,500
  kWh.  Since the usage does increase
  during the winter, the customer’s bill charges will also increase pretty significantly
  as well.  This winter the customer’s usage
  is down a little bit from last year.  Another
  reason why their bill seems higher right now is because they are on an installment
  plan.   Back in June of 2024, they set up a 9-month
  installment plan on their balance of $803.22.  When a customer is on an installment plan,
  they pay their installment amount in addition to their current charges each
  month until the installment plan is satisfied.  If the customer was not on an installment plan,
  their 03/07/25 bill would have been $301.07, but the bill was $390.37 because
  it also included their installment amount of $89.30.   Last
  year, their March 2024 bill was $331; however, the customer was on Budget
  Billing at that time.  Their actual
  charges for their March 2024 bill would have been $427.77 had they not been on
  Budget Billing last year.  Right now, the
  customer is not on Budget Billing, they are paying their actual charges, along
  with the installment plan amount.  The customer
  will likely see their bill charges around $200-$300 in the winter months because
  the usage increases significantly during those months.  I called the customer this afternoon and went
  over this information with them.  They are
  concerned about how high the usage gets in the winter months, so I offered to
  have the meter tested.  I have scheduled
  the meter test for 03/05/25, and it will be completed within 7 days of that
  date.  I advised the customer if there
  were any issues found during the meter test, I will call them back directly to
  discuss next steps.  Thank you. 

• Initial Complaint

  Date:02/21/2025

  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 charged me for a disconnection notice reinstall plan number ************ for $363.83 have never been has been never disconnected at my address. They’re trying to overcharge me I was told I’ll be set up on billing budget after I have paid $377.17 on the due date now they’re sending me a summary of $774.57. This is all incorrect. I spoke to several associate agent at this company. The person by the name of Paul was really rude to me. Did not let me speak to a supervisor asked for a supervisor several time refused to let me do so So I asked them for a correction of my statement for the billing cycle January 30, 2025 and credit my account for $363.83 I need Duke energy to give me a correct bill because this is false information on this statement. my name is ***** ***** ****, **** **** ******** **** ******** ******** ** ***** account number ************

  Business Response

  Date: 02/28/2025

  We reviewed the account for the customer and the account balance
  is correct. The customer was enrolled in annual budget billing and settled up
  in April 2024. The settle up balance was $733.96. The customer set up a 6-month
  installment plan in June 2024. Unfortunately we did not receive a payment by
  the September due date, so the agreement defaulted, and budget billing was
  removed from the account. The customer owed a total amount of $727.64.
  
  In October, the customer called in stating that they had
  mailed a payment and was not aware that we had not received it, so we set them up
  on a new 6-month agreement. That agreement also defaulted in January because we
  did not receive the January payment by the due date. The bill was $377.17 due
  1/21, however we did not receive the payment until 1/28.
  
  The remaining amount due on the agreement was $363.83 which
  was added to the current balance. The customer owed $774.57 by 2/20. The
  customer did pay $363.83 on 2/24; leaving a balance of $410.74 due. The
  customer’s new bill has generated, and they now owe $699.71 due 3/21. The
  customer was provided with payment options, and can call to take advantage of
  those options if needed. 

• Initial Complaint

  Date:02/18/2025

  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.

  Anna Li** was rude when I called in to address the mistake that Duke made ------------------January 13th I called in at 1249 pm to ensure that I would not get a disconnect and that did not happen -----Requesting a credit as veteran. The gentleman on January 13th did not tell me that I had to call back in once I made the payment.

  Business Response

  Date: 02/19/2025

  Good morning,
  
  Our records indicate that the customer contacted the Company
  on 1/13/2025 to inquire about a bill he had due that day for one of the two
  accounts. He was advised that a payment arrangement had been removed due to a
  late payment bringing the full balance due again. He was advised that to reset
  the arrangement, he would need to be in a disconnect status for that account
  but could then utilize Winter Rule in the future. The customer advised that he
  would schedule the payment for the full balance for 2/17/2025 instead.  They then discussed the second account, to
  which the customer was advised it was already set up on a payment arrangement
  and that the balance increased significantly due to the increase in the usage
  for the winter month. He was advised that he could use Winter Rule for a down payment
  of $175 and that he would have to let the current installment plan default and
  then make the down payment to reset the agreement for another 9 months. There
  was no discussion about resetting the payment plan during that call and the
  customer was advised it would be noted on the account for future reference and
  no discussion regarding a possible disconnect for the future bill.
  
  The customer then contacted the Company on 2/14/2025 to
  inquire about the account with the disconnect order. The first agent he spoke
  with did transfer him to a second agent that could better assist with his questions
  and concerns. He advised that he had made a payment of $175 and wanted to be
  re-enrolled in a Budget Billing plan. He was advised that she did see a note
  regarding the discussion about Winter Rule with the previous agent on
  1/13/2025, but that he had not contacted us back to set up the payment arrangement
  after the payment was made. The customer advised that he was not made aware
  that he had to contact us back the same day the payment was made to reset the
  payment plan using Winter Rule. She advised him that she was reaching out to a
  supervisor for additional assistance to see what options were available. The
  customer was advised per the supervisor to remake his payment of $175 because the
  previous payment was done during the last billing cycle and Winter Rule would be
  set up on the account to start on the next bill because the call on 1/13/2025
  was just an inquiry to the arrangement and nothing was set up or used then. He
  was advised that the payment must be made within the billing cycle that the
  agreement is being set up on.
  
  Unfortunately, I was unable to reach the customer regarding
  their concerns; however, a detailed voicemail was left letting them know their
  complaint was received. They were advised of the information above and that
  because we are a regulated utility, we cannot offer rates or discounts on
  bills. He was advised he can contact 211 for financial assistance options, if
  needed.
  
  Thank you,

  
  Amber
  Midwest Consumer Affairs

  Customer Answer

  Date: 02/19/2025

  The business has failed to address the customer services issue with the fact the agent failed to contact the customer with why the customer had to call in again after making the 175 first payment. 

• Initial Complaint

  Date:02/13/2025

  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.

  Me and my husband move in our apartment in November of 2024. In December we got the electric In my name. When our first bill came in January it was about $460 on a 40 day cycle. We get out second bill in February and it's $766 on a 32 day cycle. We have done everything the same since we've moved in, the only difference is we had some cold weather. I understand that the cold weather will increase our bill but not this much. We also have our deposit we're paying but that's only $182. After calling 3 or more times they explained that the electricity was only $100 more that last month. And after I went through every charge on the bill I realized that I had three different energy charges one for $44, $75, and $360. I'm not sure if the three energy charges are normal but the fact that the bill was $300 more is absolutely crazy.

  Business Response

  Date: 02/18/2025

  Duke Energy reviewed this customer’s concerns.  The service was placed in this customer’s name
  on 12/2/2024.  The balance on this
  account is $766.87 due 3/6/2025, which includes a $182.50 installment amount.
  
  When reviewing the account, it was confirmed there are
  actual meter readings obtained for this location, which indicates the account
  has correctly been invoiced.  For this
  most recent billing cycle, 1/11/2025 – 2/11/2025, our records indicate the
  customer used 4,675 kWh during this time. 
  Furthermore, looking at the billing details, the account is accurate.  The electric charges of $546.14 includes all
  associated fees for residential service. 
  
  More information regarding the breakdown of charges and rider
  fees can be found on Duke Energy’s website at duke-energy.com.

• Initial Complaint

  Date:02/12/2025

  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.

  Astronomical jump in gas bill unprompted and without warning to customers; customer service unavailable to offer financial assistance. This goes beyond mere usage. Duke has raised its rates and is taking advantage of a difficult time of year for many customers. I would like Duke to lower its rates rather than taking advantage of customers who have limited options for energy providers, and to adjust my bill to a more reasonable payment/repay the amount that I overpaid.

  Business Response

  Date: 02/14/2025

  Good morning,
  
  I have reviewed the customer’s complaint and concerns with
  their high billing. After thorough review of the account, the usage is in line with
  previous usage at this location. This customer, however, has only had services
  in their name since April 2024 and is not enrolled with a third-party supplier
  like the previous account holder. As the Company is a regulated utility, we do
  not set the final prices our customers pay. Instead, all rate schedules and
  pricing proposals must be reviewed and approved by PUCO.
  
  Unfortunately, I was unable to reach the customer regarding
  their concerns; however, a detailed voicemail was left explaining that rates
  are set by the Company but must be approved by the PUCO. They were advised that
  the usage is in line with previous usage at this location, but that the
  previous account holder was enrolled with a third-party and she is not. They
  were advised detailed information can be found at ************************* for rate
  and rider information and they can visit ********************* for third-party
  supplier information. The customer was then advised that if they need financial
  assistance, they can contact 211.
  
  Thank you,

  
  Amber
  Midwest Consumer Affairs

  Customer Answer

  Date: 02/24/2025

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

• Initial Complaint

  Date:02/12/2025

  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.

  I stay in a 3 room apt it’s only 2 people currently living in my home. My bill is currently to high. Last month the bill was $264 I talked to Duke energy and they said to make sure I didn’t have extra things plugged up. I unplugged almost everything. I don’t run the heat in the back room. I did exactly what they said and more but this month the bill is higher it’s $368.44. I would like for that to be looked into.

  Business Response

  Date: 02/17/2025

  Good afternoon.  I
  reviewed the customer’s billing and see that during the winter months their usage
  does increase, which will cause their bill charges to increase as well.  Most of the year I see that their usage is
  around 500-800 kWh; however, during the winter months, their usage can get around
  2,000 kWh and sometimes it can get over 2,000 kWh.  There will be about 4-5 months out of the year
  that they will likely see their usage range from around 1,200 – 2,000 kWh, and
  this will be during the colder months of the year.  The peak winter months is when they will likely
  see usage around or over 2,000 kWh.  Their
  usage on the bill in question is up a little bit from last year.  Last year, for the same time period, I see
  their usage was 1,999 kWh.  This year,
  their usage is 2,241 kWh.  During this
  bill period, which was from 01/03/25-02/03/25, we did experience multiple days
  of single digit weather and some days with negative temperatures.  This is likely why they saw their usage
  increase from the year before.  The gas
  usage is in line with previous years.  I also
  do not see any estimated billing, so their increased usage/charges are likely
  due to this time of the year being the months where they use the most energy.  I contacted the customer this afternoon and
  went over this information.  They seemed appreciative
  of the information.  I also offered to
  have their meter tested to ensure that our equipment is working properly. They did
  want to have the meter tested.  I
  scheduled the meter test for 02/19/25 and it will be completed within 7 days of
  that date.  The customer will get a
  communication of the results.  If there
  were to be any issues with the meter, I advised the customer that I will reach
  back out to them.  Thank you.  

• Initial Complaint

  Date:02/10/2025

  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.

  My former landlord ******* ******* and his partner ******** ******* moved into **** ******* Ave Cincinnati, OH where I lived for almost 8 years [August 2017 to January 3, 2025]. He inherited this property from his parents who are now deceased and his parents were my former landlord. On January 3rd, 2024 I moved out of **** ******* Ave at the request of my former landlord ******* ******* [**]. I had already contacted Duke Energy to discontinue both gas and electric service by January 4th. 10 days later I logged into my old account to see the final bill. It was then I seen usage still occurring. This was because your representatives failed to address the fraud occuring and that there were no security codes or pins ever established for Ohio accounts. I know this because a friend of mine who lived in ***** ******** had a security code attached to her Duke Energy account. After several calls reporting fraudulent use of my account, your inept customer service representatives finally shut it down completely. I reported that my former landlord and his girlfriend restored my old account by fraudulently pretending to be me so they could use it instead of establishing their own account. I had also contacted my former landlord about where the usage was coming from and he then stated that someone had cut off both electric and gas twice at **** ******* Ave which I then knew it was him and his girlfriend ******** ******* who fraudulently accessed my account because Duke Electric allowed them to do so.

  Business Response

  Date: 02/12/2025

  Good morning,
  
  Our records indicate that the customer did contact the
  company to stop service on 1/3/2025 effective for 1/4/2025; however, a system
  error occurred resulting in the account remaining in her name until 1/26/2025. The
  landlord did contact us to accept responsibility of the charges, and our billing
  department is in the process of making those corrections.
  
  Unfortunately, I was unable to reach the customer regarding
  her complaint and concerns; however, a detailed voicemail was left providing
  her the information above.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

  Business Response

  Date: 02/12/2025

  Good morning,
  
  Our records indicate that the customer did contact the
  company to stop service on 1/3/2025 effective for 1/4/2025; however, a system
  error occurred resulting in the account remaining in her name until 1/26/2025. The
  landlord did contact us to accept responsibility of the charges, and our billing
  department is in the process of making those corrections.
  
  Unfortunately, I was unable to reach the customer regarding
  her complaint and concerns; however, a detailed voicemail was left providing
  her the information above.
  
  Please let me know if you have any further questions.
  
  Thank you,
  A****
  Midwest Consumer Affairs

  Customer Answer

  Date: 04/16/2025

  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.

  
  

  
  

  
  Last year in April I made Duke Energy aware that I had not seen me being billed for gas usage. When the customer service representative did his investigation, he did discover the same thing and he also discovered that a gas service agent failed to connect the new meter to the house as well as their system to report the reading. In November 2022, I had reported smelling gas in my former home located at **** ******* *** *********** ** *****. My former now deceased landlord ******* ******* was told to find, replace, and fix the gas lines so they could restore services. Ultimately it was fixed but Duke's service guys didn't connect the meter and I was made liable for all the back billing. I asked for grace because they made the mistake. I was back billed almost $1800. Multiple representatives only offered a financial repayment plan. I do not have even the remaining balance amount. I am asking for a resolution for a problem that I did not create and it's been a huge financial burden. I am asking for a refund or for the remaining balance to be forgiven.
  
  
  
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 04/16/2025

  Good afternoon,
  
  Our records indicate that the customer had gas services
  beginning in March 2023, but due to the error mentioned, the gas billing did
  not start until February 2024. The account was corrected, and the customer was
  billed for the gas services that they had used. The account was rebilled within
  the regulated guidelines of 12 months and the customer was offered a payment
  arrangement extending to 24 months to repay the balance. There was an issue identified
  where the customer’s account had not been stopped as requested in January 2025,
  but this has since been corrected, as well. The customer’s billing stopped
  effective 1/2/2025 and all charges after that date were cancelled and a
  corrected bill was sent on 3/12/2025. The customer is responsible for the
  remaining charges and does have the option to set up an inactive account
  installment plan to pay monthly toward the balance owed.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

  Customer Answer

  Date: 04/21/2025

  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 check your records again about me calling about being back billed for your service agents failing to connect a meter after my home had a gas leak. As a result, I was not billed for months which a separate issue from the one earlier this year! I had tried multiple times to get that old balance removed because to me it made no sense to send me a bill on February 7, 2024. They marked it as corrected when it was not mistake that their agent didn't reconnect it by August through December 2023. They billed me for gas service on the bills that I attached to this complaint. The representative that spoke to on February or March of 2024 had to connect my meter from where he was because of this. I should not be playing  catch up for some gas service that they failed to catch and thus by putting me in a bind. This is price gouging and this cripples my ability to pay because of their mistake.
  
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 05/05/2025

  Good morning,
  
  Due to regulated guidelines, if a discrepancy is identified
  with the usage and/or billing, an account can be corrected for up to 12 months
  of services. On 2/7/2024, the account was rebilled for gas services within the 12-month
  regulation for services that had been used, but not previously billed for
  starting on 3/6/2023.
  
  Gas services were on and active; however, the customer had
  not been billed for the service starting 3/6/2023. The customer was previously billed
  for gas charges prior to that date, but the billing had stopped after the meter
  was changed on 3/5/2023 due to communication issues with the meter.
  
  All charges on the account have been validated and are
  correct and anything billed after 1/3/2025 was cancelled from the account. There
  are no fraudulent charges billed on the account.
  
  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.

  
  

  
  

  One by back billing me, they made it impossible to pay off such a large balance for their mistake. I never said that the amount back billed from 3/6/2023 were fraudulent, on the phone I told them that there is no way for me to be able to pay that off on my own even on a installment plan. Check the phone records again because I asked for the amount billed to be forgiven due to their mistake. Their mistake is why I am reaching out to have it forgiven. I feel that Duke did this on purpose to ruin customer's credit and ability to have future services. I feel as though this was also done with the intention of creating chattel debt. If the meter was connected when they made the change, I would have continued to make my payments without having to owe upon move out. I am asking for this past due amount to be forgiven because I didn't fail to make payments on time, they failed to connect the new meter.
  
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 05/14/2025

  Good afternoon,

  As the Company
  is a regulated utility and the corrections were done within the regulated
  timeframe, we cannot remove the charges from the account. The customer can
  contact 211 and/or local assistance agencies for financial assistance options
  or a new agreement can be set up on the account.

  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.

  
  

  
  

  I do not accept their resolution. They are unscrupulous thieves that has no mercy or care for their customers. They are trying to make me pay for their mistake. I will attempt to sue Duke Energy for their gross negligence because I asked for the amount to be waived. No one should be forced to pay a backdated amount that they could have paid off if the meter had been connected when those repairs were made. Check the phone records for the mistake they made. I will continue to reject their offer until they dismiss this amount. If I lived in a different neighborhood, they would make an exception. I have been their customer for over seven years at that time.
  
  
  Regards,
  
  
  
  ******** *******