Call For Action: Mistake Almost Cost Duke Customer

3:58 PM, Jun 10, 2013   |    comments
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Greensboro, NC -- Going back to school for criminology, Faye Morris does her homework - making sure her tight budget stretches just far enough. But no amount of studying could have prepared Faye for a bill of more than $400 from Duke Energy in March.

"I was devastated. I didn't know what to do," she said.

If she couldn't pay -- her lights could have been turned off. Faye says Duke Energy told her another customer accidentally gave her address in a request to start new service - triggering the computer to bill Faye for usage above her preset easy-pay plan. That billing structure lets her pay a set amount for 11 months and then cover any excess on the 12 month in a balloon payment. This address accident moved up the balloon payment, and she wasn't prepared.

"That is absurd. That is ridiculous. That should not be allowed to happen. No way," Faye said.

Faye says she went round and round with Duke on the phone.

"They tried to explain it. They knew it was a mistake, but they weren't willing to change it," she said.

But when 2 Wants To Know called, Duke had a different response.

"It was an honest mistake, and we're glad we're able to work closely with the customer to undo the change and go back to the way things were on her account," Spokesperson Kristina Hill said.

If you have a consumer problem you'd like Call For Action to help with, please call them at 336-379-5618.

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