As Duke Energy resumes their standard billing and payment practices, they remain committed to helping customers experiencing financial hardship due to the COVID-19 pandemic. They realize the financial impact of the pandemic is far from over. That’s why they are taking a gradual approach, giving those customers who need extra time an opportunity to reach out for assistance. Their resumption of standard billing and credit practices will occur in mid-August. Disconnections for nonpayment and late payments fees will remain suspended until Sept. 1. Credit and debit card fees and walk-in payment fees will be waived through the end of October.
Customers still facing financial challenges can request an extended payment arrangement quickly and easily:
• Residential customers
• Business customers
And customers with more complex issues who need to speak with us can call a customer care representative Monday through Friday from 7 a.m. to 7 p.m. at 800.700.8744 for residential customers and 877.372.8477 for business customers.
Customer Assistance Factsheet