Duke Energy wants to give my client a bill credit instead of a cash refund for a $4,800 billing error. Client is moving locations next month and wants the cash. Can I force them to issue a refund instead?
Duke Energy credit vs refund question
Vera, if the customer is closing their account, Duke has to issue a refund within 30 days. They can't force bill credits on departing customers. Reference their tariff Section 3.12 - it's pretty clear on final bill settlements.
Randy's right. I had this same issue with Duke last year. Once I cited the tariff section about final bills, they processed the refund check within 2 weeks. Some customer service reps don't know the rules.
Perfect! Quoted that tariff section and they're cutting a refund check. Thanks Randy and Dolores - saved me a lot of headaches.