Duke Energy will begin its standard billing practices in North Carolina in the coming weeks, keeping service disconnections for nonpayment suspended until October 2020, a full month beyond its required moratorium. North Carolina customers who are experiencing financial hardship due to the COVID-19 pandemic will have until October to pay overdue balances or make payment arrangements.
Beginning in September, those who need additional time to pay any outstanding balance will be able to establish flexible payment plans with no down payment required. Additionally, Duke Energy will continue to waive late fees until further notice.
The company also urges eligible customers to take advantage of available financial support through the North Carolina Department of Health and Human Services’ Crisis Intervention Program and Low-Income Home Energy Assistance Program (LIHEAP) funds available through statewide community action agencies.
In response to the COVID-19 pandemic in March, the company immediately launched a sweeping series of steps to help customers, including voluntarily suspending disconnections for nonpayment, as well as late-payment fees and residential customer fees for credit card payments and other payment types.
What customers can expect
Duke Energy Carolinas and Duke Energy Progress will return to standard billing and payment practices in October, which means customers in arrears will receive notices about their past-due balances and the earliest possible date their service could be interrupted. That change may result in disconnections for nonpayment under regular credit and notice timelines in October for residential and nonresidential customers with delinquent balances who do not request a payment arrangement.
The company urges customers to establish a payment plan to avoid disconnection.
The company anticipates higher-than-normal call volume and encourages customers to consider using the online self-service options now to avoid longer wait times.
Customers should download the company’s mobile app or visit duke-energy.com for information and most service transactions. Customers who are unable to self-serve can contact the customer contact center at:
- Duke Energy Carolinas: 1.800.777.9898
- Duke Energy Progress: 1.800.452.2777
Duke Energy’s customer service specialists are available Monday through 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. The free service can help customers find local community agencies that provide assistance to meet a wide range of needs, including:
- Utility bills.
- Housing, food and other essentials.
- Child and elder care.
- Medical expenses and health counseling.
To get started, simply visit 211.org or dial 211 from your phone.