New to disputes with Duke Energy in North Carolina. Got a TOU billing error worth about $22K over 18 months but customer service is giving me the runaround. What's the most effective escalation path? Should I go straight to the NCUC or work through their internal process first?
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Duke Energy NC - best escalation path?
Duke NC responds better to internal escalation than most utilities. Ask to speak with a Commercial Billing Specialist first, then their supervisor if needed. If you don't get resolution within 30 days, file the NCUC complaint. They're pretty customer-friendly compared to other Duke territories.
Pete's advice is solid. Duke NC has actually improved a lot in recent years after some pressure from the NCUC. Make sure you have your documentation rock solid - complete billing history, meter records, and the specific tariff sections showing the error. They're usually reasonable if you present a clear case.
Thanks! I'll try the Commercial Billing route first. Documentation is solid - clear time-of-use misclassification with meter data to back it up. Hopefully this goes smoother than I'm expecting.
Keep us posted on how it goes. I've got a potential Duke NC case coming up so your experience would be helpful. Good luck!