Thursday, December 3rd, 2020

Duke offering assistance during COVID-19

Posted: Friday, August 7, 2020

At the start of the pandemic, Duke Energy launched a sweeping series of steps to help, including suspending disconnections for nonpayment and waiving late payment fees as well as fees for credit and debit card payments. Duke Energy also made changes within their field operations to help ensure the safety for both employees and the communities they serve.

Now, as we move to resume standard billing and payment practices, we remain committed to providing customer assistance to our business and residential customers still experiencing economic hardship due to COVID-19. As we have notified customers, we will continue to suspend disconnections for nonpayment until after September 15.

Duke Energy donated more than $6.3 million for COVID-19 relief efforts across all the states we serve. More flexible payment arrangements have been available since April, offering extended repayment timelines up to six months. For customers currently behind on their bills, Duke Energy is proactively offering extended payment plans via email and text/SMS. We have developed an online request form for customers to set up extended payment plans on their own. Customers who are delinquent on their bill now have the option to request an extended payment arrangement easily without the need to call the customer service center. They can simply visit one of the following web pages and enter their phone number or account number to get started: duke-energy.com/ExtraTime for residential and duke-energy.com/Extension for businesses.

Customers with more complex needs can speak with a customer care representative Monday through Friday from 7 a.m. to 7 p.m. Duke Energy Indiana for residential: (800) 521-2232 and businesses at: (800) 774-1202. Professional guidance is being offered for small business customers to help analyze their energy usage, discuss energy rates and identify solutions to help lower their energy bills at bea-team@duke-energy.com.

Duke Energy is continuing to waive credit and debit card payment fees as well as walk-in payment fees for residential customers until November 2020. They are giving customers the freedom to choose a consistent monthly payment date that best fits their needs. Duke Energy is also providing access to assistance agencies and third-party charities that can help with utility payments and other essential needs.