As Duke Energy resumes standard billing and payment practices, we remain committed to helping our customers experiencing financial hardship due to the COVID-19 pandemic.
We realize the financial impact of the pandemic is far from over. That’s why we’re taking a gradual approach, giving those customers who need extra time an opportunity to reach out for assistance. Our resumption of standard billing and credit practices will occur in mid-August. Disconnections for nonpayment and late payments fees will remain suspended until Sept. 15. 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:
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 800.521.2232 for residential customers and 800.774.1202 for business customers.
One-Page Info sheet
Customer Assistance Fact Sheet
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