We moved into our property the 1st of December and immediately signed up online - or tried to. I had to call the customer service center. Despite not receiving a bill, I made 2 electronic payments in anticipation of a bill arriving soon.
We were flooded out of our home in mid-March. When I called to have the electric turned off for safety reasons they assured me it was not a problem. I also asked for a final bill at that time as the house was destroyed and we could not move back in.
After still not receiving a bill after 10 days I called again only to be told they had never received payment so would not be closing my account until it was current AND the electricity was still LIVE. We had been walking around in 2 feet of water trying to save a few valueables with LIVE ELECTRICITY after asking it be disconnected. I complained loudly about that one but did not even receive an apology.
I explained two payments had been made electonically via my bank and could provide printouts showing how much and when. I had to fax it twice before someone responded saying my proof was not good enough and that it had to be from the bank itself.
I was also told there were 2 accounts with my name on it and my payments had been made to the wrong account. How can they go to the wrong account when I paid the only account I was aware of?
3 WEEKS later and I am STILL trying to get Duke to move the payments to the correct account. They keep misplacing the faxes. I cannot get the same person to deal with my query when I call so I have to explain EVERY time I call the situation and get told by each representative that it was MY FAULT the payments went to the wrong account. Sure. Uh huh.
I just had a conference call today with a manager from my bank, someone from the electonic payments department from the bank as well as the company that process the payments for the bank and Duke. Duke is STILL refusing to acknowledge my payment even though the bank and processing company have verbally agreed it was made as well as provided faxes several times to the effect.
Duke has VERY poor customer service. Accuses its customers of creating the problem and refuses to assist in rectifying the situation.
I am NOT holding my breath even though the rep today promised it would be resolved.
BEWARE OF DUKE ENERGY.
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