Dive Brief:

• Duke Energy mistakenly reported up to 500,000 customer payments as "late" to the National Consumer Telecom & Utilities Exchange (NCTUE), a consumer reporting agency whose data is used in credit-related decisions.
• Payment data for about 5,000 nonresidential customers on payment plans may also have been reported incorrectly to Dun & Bradstreet (D&B) and Equifax Commercial Services (ECS).
• Additionally, Duke found examples of incorrect reporting in situations such as customers who have adjusted due dates and non-utility charges on their bills. The number of impacted customers in that situation is unknown.

Dive Insight:

Duke is moving to get in front of the story, saying it "took immediate steps" to remedy the problem, dating back to 2010, when it was discovered in August. 

The utility explained to customers that all information previously reported to NCTUE has been blocked and can no longer be used by others for credit-related decisions. The company said it had taken similar steps with information reported to D&B and ECS. Additionally, Duker said it no longer reports payment data to NCTUE, D&B or ECS. 

The utility also said it would be contacting additional customers throughout the month of October. 

“Taking care of our customers is paramount, and we deeply regret this error has occurred,” said Gayle Lanier, Duke Energy senior vice president of customer operations. “We take responsibility and apologize for this mistake.”