Duke Energy announces additional help for customers during pandemic

FROM STAFF REPORTS

Duke Energy and Piedmont Natural Gas are adding steps to help customers who are suffering financial hardship as a result of the COVID-19 pandemic.

These steps build on actions both service providers offered customers at the start of the response to the pandemic. Both suspended key credit processes, including disconnections for nonpayment, late payment fees and fees for credit card and other payments.

The company also donated $6 million for COVID-19 relief efforts in South Carolina, North Carolina, Florida, Indiana, Kentucky, Ohio and Tennessee.

"We were proud to give our customers peace of mind that their electric and natural gas services would remain on as pandemic conditions left many families without incomes," said Barbara Higgins, Duke Energy senior vice president and chief customer officer, in a news release. "Now, we want to help customers prepare as states contemplate fully reopening their economies."

Duke Energy is monitoring restart activities and local orders in each of the states where the company operates to determine when standard billing and payment practices can resume, and those timelines may be different.

"The financial impacts from this pandemic are far from over," Higgins said. "We will be following the states' lead for when we resume options, and while the timelines may be different, our commitment to customers and the solutions-focused care we offer will be abundant and consistent."

The company will continue to provide assistance to residential and business customers whose accounts have fallen behind due to illness or lost wages.

These efforts include:

- Online tools so customers can directly choose an extended payment arrangement that best fits their needs;

- Simplified processes for accessing Low Income Home Energy Assistance Program and other funds available through communities' agencies;

- Professional guidance for small business customers to help analyze their energy usage, discuss energy rates and identify solutions to help lower their energy bills as they are reopening; and

- Continued waiving of credit / debit card and walk-in payment fees for residential customers for an additional two months, once billing and payment practices resume in their states.

What Customers Can Expect

Customers will receive direct communication from the companies when standard billing and payment processing is expected to resume. Regardless of the timeline, all customers will have at least one full billing cycle to prepare, discuss options and make payment arrangements.

The company anticipates higher than normal call volume as operations return to normal and encourages customers to consider using the online self-service options now to avoid long wait times.

Customers should download the company's mobile app or visit duke-energy.com for information and most service transactions. Duke Energy Progress customers who are unable to self-serve can contact the company at 1-800-452-2777.

Duke Energy's customer service specialists are available Monday-Friday 7 a.m. to 7 p.m. to assist customers with customized payment plans that meet their specific situations.

Customers who need financial assistance are encouraged to visit 211.org to locate available resources. This free service can help customers find local community agencies providing assistance with a wide range of needs including:

- Utility bills;

- Housing, food and other essentials;

- Child and elder care; and

- Medical expenses and health counseling.

To get started, simply visit 211.org or dial 211 from your phone.