Complaints

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

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• 

  Duke Energy

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

• 

  Duke Energy

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

• 

  Duke Energy

  PO Box 960 Cincinnati, OH 45201-0960

• 

  Duke Energy

  1000 E Main St Plainfield, IN 46168-1765

• 

  Duke Energy

  424 Gest St Cincinnati, OH 45203

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

• Initial Complaint

  Date:11/07/2024

  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.

  Since really the start of 2024 Duke has been a mess. As of 5/24 I show a credit of 319. Then in April, my bill was 1,537. I called 4-5 time asking if they could explain, and they said it’s happening to multiple customers but will be corrected. It is Nove**** and still nothing matches. I would love to settle for a fair amount. As of 11/24 it is billed at a total of 2,793. The other issue is that since start of year I have had electric with in unlimited supply at $150 a month. I think if we take the credit in May until today, the amount due would be no more than 1,200. I would settle at this amount and move forward. Their billing system is not my issue.

  Business Response

  Date: 11/11/2024

  Good morning,
  
  Our records indicate this customer filed a complaint
  internally on 11/1/2024. The customer was contacted on 11/1/2024 and advised
  that their account was being investigated and they would receive an email back
  once all the information was obtained and a resolution identified.
  
  The customer spoke with the Company again on 11/7/2024 and
  was advised that the account was still under investigation and Consumer Affairs
  would reach back out once a resolution was obtained and the account balance was
  validated. Consumer Affairs emailed the customer on 11/11/2024 advising that
  our initial investigation was still in process, and we would reach out again
  once the investigation was completed with the account information and billing
  details.
  
  Once the billing has been validated, the customer will have
  the option to set up an extended payment arrangement if they do not wish to pay
  the balance in full.
  
  Please let me know if you have any further questions.
  
  Thank you,

  A****
  Midwest Consumer Affairs

• Initial Complaint

  Date:10/23/2024

  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 lived in in *** ******* ******* ** *** ** **** *** for fifty years & almost three months. I moved from that address on June 9th, 2024 I had all utilities shutoff the 26th of June 2024. I received my final bill from Duke Energy after that & it shows a $30.06 credit. I have tried numerous phone calls to them and it seems like it's like I am either getting a runaround or it's been falling on deaf ears. After fours months of patiently waiting I have received absolutely "zip" from them. And I know that it's been more than long enough for them to issue me my refund. Being on a fixed income for over twenty three years nowadays every dollar counts. Thank you & have a wonderful day. :(

  Business Response

  Date: 10/25/2024

  Good afternoon,
  
  Our records indicate the customer’s first refund check was
  processed on 8/29/2024 for $30.06. A refund check does take 4-6 weeks to be
  processed and mailed to the customer; therefore, a new refund could not be
  issued within 30 days of the original refund. The customer was advised of this
  information on 9/24/02024 and 9/30/2024 when he contacted the Company
  requesting a new refund. The customer has not contacted the Company since.
  
  As the customer has not received the initial refund, a new
  refund check was issued as of 10/25/2024 in the amount of $30.06 with the
  original refund check being voided. The customer should expect to receive this
  within 4-6 weeks. Unfortunately, there is no way for us to expedite this
  process.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

  Customer Answer

  Date: 10/25/2024

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

• Initial Complaint

  Date:10/08/2024

  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’m a case manager I have a client that has been approved for an apt and needs utilities put in their name prior to move in there is an unregistered meter to this apt that duke need to add to their system I’ve been speaking with several reps in new construction and left several messages thru several reps to the supervisor Kelly who has stated a call back several would be done and she has failed to do this this is poor business on behalf of Duke as a whole this is delaying the process if a move in for my client which is currently receiving a section 8 voucher cmha has passed the inspection but the delay as stopped the process of moving forwarding

  Business Response

  Date: 10/23/2024

  Duke Energy has reviewed the concerns. The complaint filer
  is not the Customer On Record or the customer trying to start new service,
  therefore, per company policy we are unable to speak with the filer regarding specifics
  of the account. The customer requesting service must add the case manager as an
  authorized user or give permission via phone call to speak about the account.

  It appears the case manager who filed the complaint, did not
  include the address where the customer was attempting to start service at.
  However, after further review, it was determined the customer did call in to stop
  service at their prior address and start service at a new address. The new
  address the customer requested to start service at is now active under a
  different name than the name provided by the case manager as of 10/11/24.

• Initial Complaint

  Date:09/30/2024

  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 and ******** (Duke's3rd party payment system) is in violation of the Electric Funds Transfer Act.
  On Thursday September 26th I attempted to make a payment of $239 through Duke's phone payment system. There were technical difficulties that day so I went to pay online. Finally I received a confirmation number of payment. By Friday the 27th my bank confirmed not one but four payments of $239 were pulled and pending.
  Duke denied seeing this error and "that was that" on their end.
  By Monday the 30th Duke continued to deny the error that was confirmed pending from my bank account. After frustratingly speaking my way through incompetent employees the error was finally acknowledged. I thought this could be resolved.
  "Lo and behold" Duke employees cannot do anything, not a date or notification when the I.T. dept. Will get my money out of limbo. Duke's indifferent employees try to dissolve the blame by passing it off as my banks issue. U.S bank, however, has been extremely transparent showing the fraudulent transactions being held by Duke and ********. Unfortunately my bank can not dispute or stop payment until Duke accepts or denies the charges.
  My money is literally in Limbo, I cannot access the $700 plus dollars of My MONEY. I am extremely disheartened by this situation and the lack of care from Duke employees. The customer service and chain of command system is a disgrace to good business. The unfairness is disgusting, if I owed Duke a fraction of what was illegally taken from me I would be called, texted and emailed with threats of disconnection. Duke is allowed to take my money and I just have to WAIT.
  There was no one to make a formal complaint to. No one that tried to rectify the situation. All I recieved were patronizing I understand or i apologize in response to my complaints. I asked to be notified when the I.T dept found the "LIMBO" money, but was denied. Sadly Duke is the only game in town or I'd take my business elsewhere.

  Business Response

  Date: 10/17/2024

  Duke Energy has reviewed the complaint that has since been
  corrected. The current balance of this customer’s account is $399.87 due
  10/17/24 which includes a prior balance of $206.71 due 9/18/24.

  According to the company’s records this customer has made 3
  payments that have posted to the account successfully within the past 6 months;
  4/15/24 for $533.23, 6/27/24 for $448.56 and 9/27/24 for $239.00. There is no
  history of returned payments and currently no pending payments.

  After reaching out to the 3rd party payment
  vendor, ********, it was advised to the company that they were experiencing
  intermittent credit card payment issues on 9/27/24. This was a system issue
  that DE customer’s have not experienced in the past while using ********. ********
  recognized the issue right away and resolved the issue for all customers
  effected within 72 hours. Any and all payments that were attempted multiple
  times and showing “pending” on the customer’s bank statement, were resolved and
  had fallen off of the account by 9/30/24. According to the customer’s bank policies,
  it could have taken 1-3 business days to see those funds released to the bank
  account.

  This issue has since been resolved and is not an ongoing
  concern. We apologize to the customer for any inconvenience this caused. 

• Initial Complaint

  Date:09/30/2024

  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 has been an ongoing issue since the beginning of the year. It involves my gas/electric bill. Starting in January 2024 I received 5 bills showing a credit and 0.00 due. On 7/15/2024 $337.36 was withdrawn from my account with no prior notice so I stopped the auto debit from my account. Duke Energy customer service has no explanation as to why this happened. I have received several adjusted bills and was told during my last conversation with them that there would be 2 more adjustments so at this point I am not sure as to what I owe. I have always been on even billing and I have never had a problem with it. I have not been able to get anywhere with customer service at Duke Energy. I have filed a complaint with **** also.

  Business Response

  Date: 11/14/2024

  Good afternoon,
  
  As part of the new billing system, choice customers undergo
  a soft move in/out process when they switch third-party suppliers. The customer
  had not received a bill because a potential error was identified, and a lock
  was placed on the account to prevent erroneous billing statements being issued.
  Despite our best efforts, it is impossible to eliminate human error or
  occasional technical issues with the Customer Information System (CIS). The account
  is set up on Auto Pay and on July 15, 2024, the system debited her bank account
  in the amount of $337.36. Unfortunately, at the time the amount was drafted, we
  were working on correcting the billing for this account and there were billable
  charges listed that had not been reversed. The last bill that printed in the system
  (but did not go out to the customer) had a due date of July 15, 2024, which is
  why the billable amount drafted. We continue to diligently monitor billing
  processes, learning from past mistakes to prevent their recurrence, as we did
  with our previous system. Our commitment remains focused on continuously
  improving our billing services to meet customer expectations and comply with
  regulatory standards. We apologize for any inconvenience this may have caused the
  customer.
  
  The company has made multiple attempts to speak with the
  customer but unfortunately, we have been unsuccessful. A voicemail was left
  each time we have called the customer to let her know the reason for our call
  along with a name and call back number. At this time, she has not returned the
  call.
  
  Thank you,

  Customer Answer

  Date: 11/14/2024

  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.

  
  

  
  

  Any messages that were left were updates until yesterday and I work late this week and have not been able to return the call to Brandy  I would like a copy of the bill/statement showing the 337.36 due that she said was generated but not mailed to me but the $337.36 was drafted from my account. 
  
  
  Regards,
  
  
  
  ***** *****
  
  

  Business Response

  Date: 11/25/2024

  Good afternoon,
  
  The amount that was drafted was a portion of open billable
  charges that had not been reversed. We do not have a statement that shows that exact
  amount. I can provide you with what we have available, but the invoices were
  not accurate, which is why they weren't printed and had to be corrected. A lock
  was placed on the account to prevent erroneous bills from printing and going
  out to the customer but the due date on the invoice was not updated to prevent the
  account from pulling an automatic payment.
  
  Thank you,
  

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We lost power at 3:20pm EST and they claimed to be sending men out to fix the problem once storms cleared. Storms cleared at 6:49pm EST.power has not been restored and no communication has happened from the power company. I signed up for text updates for restoration at 5pm EST and have still yet to have a single text update at 11:54pm EST. I called the customer service line and was connected to someone who was clearly not in the United States and kept repeating that they could provide no updates and actually placed me on hold twice for 5+ minutes to speak with a supervisor, the first time telling me the supervisor was not available at that time and the second telling me that the supervisor would call me back. Still with no update on a time of restoration or even a time when a crew would be out to start working on a resolution. This is a disgusting business practice and not customer service forward at all. We pay a lot of money for electrical services and we should be able to expect superior customer service for the money we are charged for electricity.

  Business Response

  Date: 10/15/2024

  Duke Energy has reviewed the customer’s concerns and have a
  summary of events that occurred.

  According to the company’s records on 9/28/24 at 3:20pm EST
  an outage was reported by this customer due to weather conditions. This
  customer called customer service at 4:11pm and an ETA was not available at that
  time, due to the cause of the outage still being assessed. On 9/27/24 at 8:03pm
  a subsequent outage was reported for the same issue, opening a new trouble
  ticket within the system.

  At the time of this storm Duke Energy was also responding to
  a significant volume of customers effected by Hurricane Helene in the *********
  and *******, causing a delay with ETA notifications. The company apologizes for
  this and was responding the best we could with the terrible destruction that had
  happened.

  After further review I was able to determine the
  damage that resulted in this outage occurred over 2 locations: the overhead
  line and substation, causing a longer outage than normal, due to the damage of
  equipment at the substation. This resulted in an extended outage for multiple
  customers, including the complaint filer. Crews continued
  to work overnight and was able to get the power restored for the whole grid by 5:40am. This customer was notified of the restoration via text message
  notification. 

  Customer Answer

  Date: 10/16/2024

  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:09/17/2024

  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 Duke energy bill is 7,120.00 and just last year it was half of what it is now and I cannot pay that amount of money and I’m not sure how my bill accumulated that high of a bill since last year! They put me on an installment plan for only 3 months which makes my monthly bill 2976.00 due on October 4th which is completely ridiculous! Who in their right mind can make those kind of payments especially when I have one income! Duke energy is the worst company ever and they will not help you at all! How can a business let someone ones bill get to be that much money and where are the charges coming from!

  Business Response

  Date: 09/19/2024

  Duke Energy reviewed this customer’s account.  The balance on this account is $2,960.25 due 10/04/2024 which includes a $2,620.72 installment amount.
  
  This customer has carried a large outstanding balance for quite some time.  The Company has attempted to assist this customer by offering multiple Installment Plans, but payments weren’t being made, so the Installment Plans default, and the whole account balance becomes due again.  For ******* customers, the limit for an Installment Plan is 3-months.  This account also has a history of the account name changing between parties.
  
  Actual meter readings are being obtained at the address in question, and there are no indications the account has been incorrectly invoiced.
  
  Currently, the account is already enrolled in an Installment Plan, which the customer agreed to when setting up.  If payment is not made by the due date, then the whole account balance will become due.

• Initial Complaint

  Date:09/10/2024

  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.

  Power was turned off without notification and attempts to pay and reinstate power were made difficult by uneducated and obnoxious employees who refused to give help to restore it.

  Business Response

  Date: 09/17/2024

  Duke
  Energy has reviewed the concerns and have the summary of events that occurred. The current status of this customer’s account
  is active and the balance on the account is a credit of $-115.99. The credit
  will be applied to the next bill.

  According to the company’s records, the last payment made on
  the account, prior to the account’s disconnection, was 6/17/24. It was determined
  the customer received the 1st disconnect notice on their 8/8/24
  invoice. This invoice had a past due amount of $495.87 and current electric
  charges of $569.90, leaving a total balance due of $1065.77 by 8/29/24. The
  disconnect noticed advised the past due amount of $495.87 needed to be paid by
  8/21/24 to avoid disconnection. An outbound call was made on 8/23/24 regarding the
  accounts 10-day final disconnect notice and to make a payment immediately to
  avoid service interruptions. A 2nd outbound call was made on 9/5/24
  regarding the accounts 2-day disconnect notice and again on the day prior to the
  disconnect, 9/9/24. Due to no payment being made on the account, this customer’s
  electric was disconnected for non-pay on 9/10/24.

  After further review, it was confirmed this customer 1st called on Sept 10th at 11:04am to report that their services had
  been disconnected. It was advised to the customer at this time that the account
  was disconnected for non-pay. The account had billed again, and a new invoice
  was executed on 9/10/24. The balance was a past due amount of $1065.77 +
  current electric charges of $509.71 + late fees of $15.99, leaving a total balance
  due of $1591.47 by 10/1/24. Upon this customer’s call to customer service, 3
  payments were made; 1 of $100 via ACH, a 2nd of $998.75 via Credi
  Card, and a 3rd of $592.72 via a Credit Card. After the payments
  were made, this customer was advised the late fees were credited back to the
  account and a Service Order was submitted for reconnection of their electric.
  By 12:08pm this customer called upset and asked to speak with a supervisor regarding
  the disconnection, but a supervisor was not available at that time. This
  customer called again at 2:58pm upset because the services had not been
  restored. At this time the customer was advised the order is pending and the
  company has until Midnight to complete all reconnect Service Orders. This
  customer called again and was able to speak with a supervisor at 3:06pm. The
  supervisor attempted to go over the customer’s bill delivery method to find out
  why the customer had not seen the past due amount and disconnect notices, due
  to the customer advising they were not informed by Duke prior to the services
  being interrupted. On this call, the customer cut off the supervisor and
  demanded the Service Order be expedited. The supervisor advised the Service
  Order was not showing remote, and therefore there was unfortunately no option
  for it to be expedited. This customer advised the supervisor was lying and
  refused to hang up the call until the reconnect happened. The customer ended up
  requesting someone higher up than the supervisor, where the same information was
  advised; the company has until Midnight to complete all pending Service Orders.

  This customer’s services were reconnected 9/10/24 23:59:59. Another
  supervisor attempted to call this customer, per their request, the following
  day on 9/11/24 and this customer did not answer. A voicemail was left. 

  Customer Answer

  Date: 09/18/2024

   

  
  I do not accept the response from Duke.

  First, the copy of the bill sent by one of your employees did NOT have a disconnect notice.  I would send a copy but I assume you have a copy.  

  Second, this response DOES NOT address the obnoxious and rude attitude and comments of your employees, other than the last one I spoke to.  She was sympathetic and understood what I was saying. Your employees actually told me that there was not a supervisor available other than the RUDE person who said she was the top person.  Please listen to the phone call.  The others I spoke to all told me different things.  

  Third, I finally received a call several days later from a supervisor who left me the wrong number to call back. I did save a copy of her message with the phone number of a care facility.  

  After over 36 years of using Duke, this is the way your customers are treated who have not missed other payments and pay their bills in full? 

  Third, the call I got a few days later left a wrong number.  It was not a Duke number and I did keep a copy of her call.  

  Your response just confirms what I am saying about customer service.  
  Regards,
  
  
  
  ******** *****
  
  

• Initial Complaint

  Date:09/04/2024

  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.

  In August 23rd I submitted an order to get my electricity back on my house. It's been 12 days without electricity with a 22 month old baby living in this house and No one sending a technician to put the electricity in. We don't have any other place to stay or money to pay a hotel. It's been a very hard days living without electricity for 12 days with a minor. They promise delivery in no more than 3 days. Nothing yet.

  Business Response

  Date: 09/06/2024

  Good morning,

  Our
  records indicate that the customer contacted the company on 8/23/2024 regarding
  repairs that were done to the home and requested that service be reconnected.
  The customer was advised a work order was placed and that services would be
  restored within 10-business days weather permitting due to the type of work
  that was completed and the necessary equipment the company needed to reconnect
  the service to the property. The customer was also advised they would attempt to
  expedite the request. On 8/30/2024, a technician went to the property to reconnect
  service; however, was unable to do so because a connection device was missing.
  The technician reached out to the electrician and left a voicemail, and a
  follow up email was sent, as well, advising them the connection device needed
  to be installed before services could be reconnected. The customer then
  contacted the company again on 9/3/2024 and 9/4/2024 advising that the
  connection device was repaired and requested for services to be reconnected.
  The work order was updated with this information and the complaint was received
  before it could be addressed. A technician was dispatched to the property on
  9/5/2024 after speaking with the electrician and they installed the connection
  device themselves so that power could be restored to the property. The customer
  was notified of the repair that was needed before service could be restored and
  was later notified after the service was reconnected and advised that the main
  breaker inside the home would need to be turned on for power to fully be
  restored.
  
  Please
  let me know if you have any further questions.
  
  Thank
  you,

  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:08/26/2024

  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 has billed our address sporadically for the past 3 months, resulting in higher bills. Billing dates are as follows: 4/26/24, 6/26/24, 7/29, and 7/30. Our billing agreement is stated to be billed on the 15th of every month. Two separate calls were made to customer service in June 2024, and I was told to “guess how much I would owe and pay that amount” or wait for the billing cycle to adjust itself.

  Business Response

  Date: 09/05/2024

  Duke Energy has reviewed the customer’s concerns noted in
  the complaint and have a summary of events that have occurred.

  According to the company’s records they have had 6 bills
  executed in the last 6 months; 4/26/24 for service dates March 26 – Apr 24 with
  both gas and electric charges, 6/24/24 for service dates Apr 25 – May 26 with
  both gas and electric charges, 6/26/24 for service dates May 25 – Jun 24 for only
  gas delivery (no gas usage) and electric charges, 7/29/24 for service dates Jun
  25 – Jul 25 for only gas delivery (no gas or electric usage charges), 7/30/24
  for service dates Jun 25 – Jul 25 for only electric charges, and on the most
  recent bill 8/28/24  for service dates
  Jul 26 – Aug 26 for both gas and electric usage charges.

  The billing cycles are according to how many days are in the
  month and are calculated based on the meter reading date. The meter read date
  can be found on the bill, on the left-hand side of Pg. 2, where it states, “Your
  next meter reading:”, and a new invoice is executed about a week after the
  meter read. This will likely never be on the same date each month, as some
  billing cycles are 29 days, 30 days, 31 days, etc.

  After further research the reason this customer received
  bills with no usage, is due to the customer opting out of their 3rd party supplier. When a customer opts-in or opts-out of a supplier, ** must
  perform a “new move in” systematically for the customer, so the customer is accurately
  billed at the new rate. This account was enrolled with a gas supplier, *** Energy, from 4/5/22 – 7/25/24 and was enrolled with an electric supplier,
  ****** ****** ***, from 12/02/2021 – 5/24/24. This resulted in the customer not
  receiving bills for their gas usage in May and not receiving bills for their electric
  usage in July.

  Now that this account has opted back in with ** for both gas
  and electric services, the issue with billing that had occurred, will be
  corrected moving forward.  The current
  balance on the account is $238.55 due 9/18/24. An installment plan is available
  for this account if the customer chooses. They can call ###-###-#### to
  request a plan be set up with no derogatory marks to their account. 

  Customer Answer

  Date: 09/11/2024

  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,
  
  
  
  ****** *******