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I always make my payment early and made a payment by e check like I always have. For some reason after the typically three days to process the payment never went. Checked online still said the payment was made but it never went through my bank account. Called customer service they assured me everything was fine. On my due date I called and said that they have yet to take the money from my account. Customer service rep still assured it was fine I shouldn’t have any issues. Three more days go by and I check my account on the app. Shocking how the payment didn’t go through even though there was more than enough money. So on top of being charged for a “bounced check” I had added late fees. Called customer service. Was told there was nothing they could do and to try switching to a different payment method. Scam company right here. If I could give less stars I would.

This is awful. I do not mean from a service point of view regarding my electricity. What I mean is that their app is not compatible with VoiceOver or a braille display. VoiceOver is a screen reading accessibility option on iOS. I'm not able to sign into my account at all. No, I do not mean because I forgot my email address or password, it's because Duke Energy's app developers clearly do not understand what accessibility features developed by Apple are. The website is also a terrible experience for blind and DeafBlind users. The only way I can easily do anything with my account is through the phone. Which would be fine, except that I'm also deaf, so cannot use the phone. You would think a public utility would be held accountable for making their digital services accessible for people with disabilities, but not in this case.

It is not acceptable in this day and age to force paperless billing on a customer just to be able to view your monthly bill in pdf form online, period. The only way you can see your full bill either online or in this app is if you select paperless billing, this is the only company I have ever dealt with that does this. This needs to change!!! Also, you get charged a fee to pay your bill (again only company we deal with that does this) unless you ... you guessed it, sign up for paperless billing. Not everyone wants or can do that... and don’t give me the excuse that it’s your third party vendor that charges the fee... get a new vendor then because many companies do not charge that fee and can do it without, also, funny how the fee doesn’t apply if your paperless... same vendor.. why not. That’s because it’s a choice of Duke Energy to have it charged... TAKE BETTER CARE OF THE CUSTOMER!!!