5 On Your Side

'It's not right': Unread meters lead to inaccurate Duke Energy Bills

Duke Energy estimates use for some customers, leading to bills either too high or too low.

Posted Updated

By
Keely Arthur
, WRAL consumer reporter

If you feel like your energy bill is higher than normal, you’re right. Duke Energy confirms to WRAL News that rates have gone up recently. Increased rates coupled with lower temperatures in January and February led to most of those higher bills, said a spokesperson for Duke Energy.

However, 5 On Your Side received several complaints from viewers who felt their bills were wrong. In one instance, Ann Kilian of Norlina was initially billed $1,049 for her February heating bill. Kilian said she never had a heating bill that was more than $325. She called Duke Energy’s customer service line and said she was offered a payment plan and slight reduction to $1,012.

“They basically said there was nothing they could do,” Kilian said in an interview with 5 On Your Side.

Unable to stomach such a large amount, she called 5 On Your Side’s Keely Arthur, who reached out to Duke Energy. Days later Kilian’s bill was reduced to $324.

“We certainly apologize for the confusion and concern the estimated bill caused for Ms. Killian. It does look like the error was corrected and the matter was resolved,” Jeff Brooks, the regional spokesperson for Duke Energy told 5 On Your Side.

Duke Energy explained that Kilian’s meter was being estimated, and when they looked at her actual usage, they reduced her bill to the final amount of $324.

Rhonda Brown of Harnett County tells 5 On Your Side her bills were guesstimated as well. This time though, it was lower than her actual usage, according to Duke Energy.

Brown contacted 5 On Your Side and explained that her initial bills were $201 and $226 for December and January, respectively. But after her meter was read, Duke Energy rebilled her, determining she owed $255 for December and $327 for January, and tacked on the extra charges to February’s bill, bringing her grand total due to $546.

According to the North Carolina Utility Commission, in most cases, the utility can legally collect the deficient amount over a period of 12 months. Duke Energy said most bills will note when a bill is guesstimated. They say Brown can pay in installments, and they’ve fixed the connectivity issues with her meter; however, she still must pay the full amount.

“It’s not right,” a frustrated Brown told 5 On Your Side. “How can they get away with this?”

Brown said she is considering moving to solar energy and filed complaints with the Better Business Bureau and the Attorney General’s Office, among others.

Brooks tells 5 On Your Side that these instances are rare. However, if you feel your Duke Energy bill is in error, reach out to customer service. You can also file a complaint with the North Carolina Utility Commission.

When asked about higher bills in general, Brooks said that rates have increased.

“We did have a rate increase to what we call our base rate late last year, which is the main part of the bill,” Brooks said.

Brooks said the base rate increase, combined with their fuel and energy efficiency rates, would increase a bill by about $10 per every 1,000kw. He said the average home uses about 1,100kw a month.

Things should get better as temperatures become milder.

“We usually see our highest usage in the winter months,” Brooks said.

You can take matters into your own hands to preserve energy in your home. Making small physical changes like weather stripping and caulking can make a very big difference at very little cost, according to Brooks.

Other things like turning off the lights and unplugging appliances when you’re not using them help too, said Brooks.

One thing that’s out of your hands is the cost of natural gas, which is used to produce electricity and is costing more, up 40 percent from this time last year. This could have an even bigger impact this coming winter when Duke Energy proposes its new rates.

“If we see the prices continue to increase, it’s very possible we could see some adjustments in our price down the road when we make those adjustments,” Brooks said.

 Credits 

Copyright 2024 by Capitol Broadcasting Company. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.