COVID-19 Duke Energy Customer Assistance
Duke Energy is resuming our 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. 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:
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.