Duke Energy expands customer service options as pandemic continues

Press release from Duke Energy:

As our communities take careful and deliberate steps toward business as usual, we’re doing the same. Here’s what you can expect as we move into this next phase together.

Giving additional time
We realize that the financial impact of the pandemic is far from over. That’s why we’re taking a gradual approach, giving those customers who need extra time an opportunity to reach out for assistance.

At the onset of the pandemic, we had proactively paused many key credit actions. Earlier this week we announced our intent to resume regular billing and payment practices in October, a full month after the North Carolina Utilities Commission’s moratorium expired, and to keep late payment fees suspended until further notice. Additionally, for residential customers, we will continue to waive fees for credit and debit card payments indefinitely, and for walk-in payments until December.

Offering extended payment arrangements
We’re also here to help if you still need time after normal policies are reinstated. North Carolina customers still facing economic hardship can choose an extended payment arrangement of at least 12 months, unless you request a shorter period. These extended payment arrangements will be available if you have an outstanding balance when you receive your September bill. You can learn more now about how to easily set up these plans online, without the need to contact customer service; then return once your September bill has been issued to select a plan that works best for you.

If you have a more complex issue and need to speak with us, we are available to help you Monday through Friday from 7 a.m. to 7 p.m. at 800.777.9898.

Providing guidance to financial assistance
The process of economic recovery and returning to normal will take time. We want to continue to support you with resources available to help with outstanding energy bills and other essential needs, should you require them. Some customers may be eligible to take advantage of financial support through the North Carolina Department of Health and Human Services’ Crisis Intervention Program. You can get more detail on how and where to access available funding by visiting the Customer Assistance page at dukeenergyupdates.com.

Creating awareness of scams
Unfortunately, we have seen a rise in fraudulent activity as scammers look to take advantage of the changes and uncertainty all around us. Please know that Duke Energy will never ask for personal information over the phone nor demand payment using money orders or prepaid debit cards. If you are unsure whether a call or in-person visit is legitimate, please hang up or decline service and contact our customer care center.

This year has been hard on many of our communities, and we are grateful for the patience of our customers as we manage through these unprecedented times. Above all, we remain ready to listen and work with you as we move forward.

Barbara Higgins,
Chief Customer Officer