ORLANDO, Fla. — Action 9 is getting calls from Duke Energy customers who are complaining about a sudden demand for big security deposits even when they claim they've always paid their power bills.
“I never missed a payment,” said Benjamin Chandler, who said he never had a disconnect notice.
So a Duke Energy letter demanding a $370 security deposit was an ugly surprise.
“It blindsided us. It completely blindsided us when we got that.”
Chandler admits he did have a few late payments.
Ian Richards claims Duke slammed him with a $460 deposit after it claimed his debit auto pay was declined even though he had a $5,000 bank balance. He tried to dispute the deposit.
“They said they had no policy. They would not put me through to a manager. They couldn't help me at all,” said Richards.
Action 9's Todd Ulrich checked with the Public Service Commission. Duke complaints have increased from customers claiming the deposit came without a warning or a good reason why.
In all, 273 customers challenged deposits since 2012. In just the past year, 104 consumers complained.
Duke told Ulrich a disconnection, bounced check or repeated late payments can trigger additional deposits.
The amount is your average monthly bill times two. The program is automated, but its customer service can review the records.
"We try to work with the customer even those who are consistently late. We are more lenient than state law allows,” said Duke Energy representative Susan Grant.
Ulrich asked Duke about Chandler's and Richards' complaints. After review, Duke said both customers did not have to pay the deposits based on loyal payment histories.
“All of that was just due to you guys making a call,” said Richards.
Chandler agrees, “They were swift to react to it, and I'm very pleased.”
Duke Energy said customers can recover deposits after a 12-month good payment record. Deposits cover unpaid bills to minimize the impact on all customers.
Duke Energy response:
Duke Energy assesses deposits based either on a new customer’s credit rating or an existing customer’s payment history. Deposits are necessary because we provide service to customers before we bill them.
Any customer whose service is disconnected for nonpayment or has returned payment, will be assessed a new or additional deposit.
Customers whose payments are consistently late – at least 12 recurrent late payments -- may also be assessed a deposit. This is more lenient than the state’s Administrative Code, which allows deposits on existing accounts after two late payments in 12 months.
Prior to assessing a new or additional deposit, customers will receive a mailed notice advising them of the pending action.
We encourage customers who could be assessed a deposit, have been issued a deposit – and any customer who is having difficulty paying their bill – to contact our customer care team as soon as possible at 800-700-8744 and ask the representative to discuss their payment options.
WFTV
