Duke Energy plans gradual return to standard business operations while extending assistance for customers in need

PLAINFIELD – Duke Energy Indiana will continue to suspend service disconnections for nonpayment for an additional month beyond the state’s current moratorium on disconnection for nonpayment. Customers who are experiencing financial hardship due to the COVID-19 pandemic now have until Sept. 15 to settle their accounts or make payment arrangements.

Leading up to the deadline, Duke Energy is offering customers in need the opportunity to establish payment plans for up to six months in length. The company is also urging eligible customers to take advantage of additional Low-Income Home Energy Assistance Program funds available through statewide community action agencies due to the pandemic.

In response to the COVID-19 pandemic in March, the company immediately launched a sweeping series of steps to help customers, including suspending disconnections for non-payment, as well as late-payment fees and residential fees for credit card payments and other payment types.

During the pandemic, the Duke Energy Foundation has contributed more than $950,000 in foundation and corporate funds to Indiana not-for-profit organizations, focusing on food, small business recovery, education and workforce needs of its customers and communities.

“So many of our customers are facing unprecedented adversity during this pandemic. We want to be thoughtful and provide extended payment options to avoid power interruptions,” Duke Energy Indiana President Stan Pinegar said. “As financial assistance has become available for qualified customers, we believe now is the right time to begin resuming more standard operations. We will, however, continue to help our customers access resources to assist and provide additional information that can help reduce their bills.”

Duke Energy Indiana has contacted residential and non-residential customers with significant past-due balances on their utility bills, offering payment plans to mitigate potentially more significant financial challenges in the future.

“If you are facing a financial hardship, we are here to help,” said Marion Byndon, Duke Energy general manager for customer service. “Our customer contact specialists are prepared to support our customers through these challenging times and provide manageable solutions so customers can keep their lights on.”

Duke Energy Indiana will continue to provide assistance to residential and business customers whose accounts have fallen behind due to illness or lost wages.

Support for these efforts include:

· Federal-funded programs like the Low-Income Home Energy Assistance Program (LIHEAP). Additional funds were added to the program due to the pandemic, and the state is urging utility customers to apply through statewide community action agencies. Click here for details.

· The added convenience for customers to choose an extended payment arrangement that meets their needs on-line, anytime. Click here for more information.

· Resources are available here for small business customers as they are reopening, from financial assistance to billing and payment options to professional guidance to manage their energy usage.

· To make it easier to pay, the company will continue waiving credit and debit card and walk-in payment fees for residential customers for an additional two months once standard billing and payment practices resume. These fees will resume in November.

Duke will return to standard billing and payment practices in mid-August, which means customers in arrears will receive notices about their past-due balances and the earliest possible date their service could be interrupted. That change will result in disconnections for non-payment under regular credit and notice timelines after Sept. 15 for residential and non-residential customers.

Customers should download the company’s mobile app or visit duke-energy.com for information and most service transactions. Customers who are unable to self-serve can contact the customer contact center at 800.521.2232.