Submitted
Editor’s note: The following is a statement from Barbara Higgins, Chief Customer Officer at 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. On Wednesday, we filed our intent to resume regular credit practices with the Indiana Utility Regulatory Commission. This would keep disconnections for nonpayment and late payments fees suspended through Sept. 15, one full month after the commission’s moratorium is currently set to expire. Additionally, we will continue to waive fees for credit card and walk-in payments for residential customers through October.
Offering extended payment arrangements
We’re also here to help anyone who may still need time after normal policies are reinstated. Many customers have already taken advantage of more flexible installment plans that allow them to catch up on their energy bill over time. Customers still facing economic hardship can request an extended payment arrangement of up to six months quickly and easily online. 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 800-521-2232.
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.
Providing guidance to financial assistance
The process of economic recovery and returning to business as usual 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 need them. You can get more detail by visiting the Customer Assistance page at dukeenergyupdates.com.
The last several months have been hard on everyone and we are grateful for the patience and support of our customers and communities. Above all, we remain ready to listen and work with you as we move forward – together.