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Reliability

  • We’re prepared, and our teams continue to monitor the situation and reassess our plans as needed. As a part of your community, and as a provider of an essential service, we are determined to continue delivering the reliable power you need while helping to protect the health and safety of our employees, neighbors and everyone around us.
  • We’re taking steps to ensure the stability and continuity of our operations, including resource and supply chain planning. Delivering reliable power is our responsibility – and it’s our commitment to you.
  • Our employees and contractors are taking many additional steps right now to help protect the team’s health and safety – and our ability to generate and deliver reliable power. These extra measures include new restrictions on visitors and access, additional cleaning and disinfecting, screenings at critical facilities, splitting operations for critical functions and much more. Above all, we are determined to continue delivering the reliable power you need throughout this challenging time.

Billing

  • We understand that many customers may be facing unexpected financial hardships. To help, we have suspended disconnections for nonpayment for home and business accounts during this time. Effective March 21, we will waive all fees for late payments and returned checks, and for credit or debit card payments for residential accounts. In addition, we are relaxing our usual timelines for payment arrangements. Customers who were recently disconnected can contact us to make arrangements for service restoration.

    We know this is a difficult time, and we are committed to serving you and your community. If you are having trouble paying your bill, please contact us so we can work with you to develop a plan.

  • To help residential customers who may not be able to leave home during the pandemic, we have worked with our vendors to waive fees for credit or debit card payments effective March 21. We’re also waiving fees for late payments and returned checks and have suspended disconnections for all customers.

    Business customers can take advantage of several free electronic payment options, including electronic fund transfer or electronic data interchange (EDI). You can learn more on our website.

  • It means that we’re allowing you extra time to pay if you need it. If you are in an unusual situation and need assistance, we’ll work with you on an extension. We will continue to read meters and send bills, so it’s best to pay what you can to avoid building up a large balance that will be harder to pay off later.

    It also means that we won’t disconnect customers’ electric service right now even if they haven’t paid bills that are overdue. But again, we encourage everyone to stay as up to date as possible with their payments to avoid building up a large balance for later.

  • We may have to work with reduced call center staff when employees need to take care of loved ones, including children home because of school closures. You may find it easier and more efficient to visit our website or download our mobile app. These tools are also good ways to stay up to date with the latest information from our company as this situation unfolds.

Safety

  • We’re implementing preventive measures to help keep our employees as safe as possible. All those who are able to perform their work without being in an office or facility are working remotely. Employees whose work requires in-person customer interaction may cancel or reschedule nonurgent appointments and services. When employees must be on-site, they have been directed to not shake hands, remain at least 6 feet away from other individuals, or to use virtual forms of communication where possible.
  • As part of our efforts to help reduce the spread of COVID-19, we’re taking extra steps before any direct interactions with our customers or others in the public. If an in-person meeting is necessary, our employees may ask a series of questions before entering a home or facility. They may also wear special protective clothing and ask that you help them maintain a distance of at least 6 feet. We will also try to resolve issues by phone or other communication methods to avoid the need for direct interactions when possible. Thank you for your understanding.
  • It’s possible that, due to social distancing requirements or government ordinances, we may not be able to read certain meters – for example, those located indoors that cannot be read remotely. In this unusual situation, we will still issue a bill with an estimated amount based on historical usage. Once COVID-19 restrictions are lifted, we will resume reading these meters and issue a new bill based on actual usage. This will include any adjustments necessary between what you’ve paid and what you’ve actually used. To avoid building up a large balance or a multimonth bill, we encourage customers in this situation to pay what they can now, even if it’s not the total estimated amount.
  • Be aware of scammers who continue to target customers, threatening disconnection of service and asking for immediate payment over the phone. Duke Energy never asks for personal information over the phone and never demands payment using money orders or gift cards. If you are unsure if a call or visit is legitimate, hang up or decline service and call customer service.

    While we are limiting all direct customer interactions to those practices necessary for the continuous delivery of reliable electric and gas services, there still may be occasional reasons for Duke Energy personnel to visit your home or place of business. When doing so, we will follow increased safety protocols as defined both internally and by the CDC (Center for Disease Control and Prevention), including wearing enhanced protective equipment and following strict social distancing practices. All employees and representatives conducting work on behalf of Duke Energy will display the appropriate identification. You should not allow anyone to enter your home or facility if they fail to provide proper identification.