Duke Energy Florida announced Tuesday that it will issue a credit to customers who paid more than they should have because of a billing error stemming from its rerouting of meters.
The company said it embarked on the meter project because the old meter routes were inefficient. The project is complex, the company said in a news release, and “some customers incurred a bill with more days than a normal billing cycle, which unintentionally put them into a higher rate tier due to additional usage over the extended period.”
Duke on Tuesday notified the Florida Public Service Commission that the company “will be issuing a credit to all customers whose bills were affected by the reroute,” according to the press release.
“We apologize for any hardships and confusion we have caused our customers, and we will make this right,” said Alex Glenn, state president of Duke Energy Florida. “We will continue to work with impacted customers until all credits have been issued. We are also taking steps to ensure that this does not happen again.”
In a letter to PSC Chairman Art Graham (see below), Glenn apologized for the mistakes and said, “our intentions were good.”
Duke said it has added workers to its call center so that customers can get answers quickly. Customers can call 800-700-8744 from 7 a.m. to 9 p.m. Monday through Friday.