Duke Energy Sucks: Handling Existing Customer Account Changes

We recognize the essential nature of our service and strive for excellence in all we do. We work our hardest to earn your confidence and trust every day.   ~Duke Energy

There’s nothing like a monopoly in the US to make you think that maybe we don’t live in a first world country. Duke Energy, an American electric power and natural gas company headquartered in Charlotte, NC has a policy that no matter how long you’ve had an account and paid your bills on time, the company will not provide power to a new home unless they run a credit check, even if you prepay for the power.  Ask them why?  The standard answer is “it’s our policy.” That’s not a reason.  Handling new accounts without a payment history is one thing; mishandling existing on-time paying customer accounts is quite another.

In 2017 some of the big credit data companies (i.e. Equifax, Experian, and TransUnion) reported data breaches which leaves consumers vulnerable to identity theft.  Consequently, I froze my accounts at these companies so that no one who obtained personal data illegally from these credit breaches could use that information to open accounts in my name.

Theoretically, I should be able to unfreeze my credit data but it’s a very difficult process complicated by the fact that its nearly impossible to get a human being on the phone at these companies.  Instead, they want requests to unfreeze an account to be made in writing and mailed, which given the state of the USPS these days, it may or may not get there for a week or more.  But, even if it was easy (as some people claim if you download the app), it’s besides the point:  Duke Energy does not recognize credit worthiness of customers based on payment history or pre-payment.

I opened an account with Duke Energy in 2017 and have a perfect payment history on a residential home.  That’s right:  75 monthly payments paid in full and on time.  So, when I called Duke Energy today  to have them add power at a second home I am purchasing in a week, Duke Power refused saying they would not turn on power at the new home unless I unfreeze my credit data (which will never get done in time before the closing) so they can run a credit check. But, this gets even better. I asked if there were any other options because of the time constraints and was told that I could pre-pay for my electricity (great) but that the company still required a credit check.  Yes, Duke Energy will allow me to pay a bill ahead of time but still require a credit check when there is absolutely no risk of non-payment.  I would like to meet the moron who thought of and put that policy into place.

So, why does Duke Energy keep power on at my existing home but won’t let me add power to another home without running a credit check – whether I prepay or not?  Does senior management ever think about the absurdity of these policies?  Obviously not.  And, they don’t have to because no matter how illogical the policy I have to comply. Duke Energy is the only game in town.  For the first time in my life I now understand why people who profess to detest Duke Energy switch to solar panels so they can rely as little as possible on Duke Energy.

To be fair to Duke Energy, I really tried to think of why these policies exist.  Why would a company want to run a credit check on an existing customer who has an excellent payment history and is moving to a new residence or on a customer who wants to pre-pay?  And, for the life of me I can’t figure it out. Running a credit check on a customer based on the addition of or change to another property is an unnecessary expense (every credit check costs) because its not the property that drives risk; it’s the customer.  Instead of treating each location as a separate customer, Duke Energy should look at the totality of the relationship which means focusing on the customer instead of the property.  People move all the time but I guess Duke Energy didn’t get the memo.

So, Lynn Good (the President and CEO), if you’re ever sitting in your corporate office in Charlotte, NC contemplating how to make Duke Energy more efficient (after all, public companies are all about maximizing shareholder value), look at what your employees are spending their time doing:  enforcing the most illogical, inefficient, and time sucking policies I’ve ever experienced in the 21st century. Know this:  There is a difference between establishing a new account without a credit history and extending service on an existing account that has never had a payment issue.  Please tell me that I really am in the US and that its 2023 and that I am dealing with a Fortune 150 company.