I received a bill for almost $900 in March of 2021 for an empty office suite in a commercial building that we own. It covered the periods of November 2020 through March 2021. The bulk of the billing was related to a fee that is charged JUST TO HAVE GAS AVAILABLE EVEN IF THERE IS NO USAGE. It is almost $100 per month. This is not a billing for the gas itself. I called 5 plus times to ask for this to be reviewed because I would normally "cap" the gas to prevent this charge and usage HOWEVER due to COVID, they could not send anyone out to perform this for me. Every single time that I called, the agent told me that they would "note the account" and "send it to billing" for review. Neither of these were performed in any of my calls. Including wait times and time on the phone explaining my situation, I had over 3 hours into this. I requested that a supervisor call me today to discuss and was told that I would receive a call within 4 hours. It's been 5 hours. I'm not sure what has happened with the standards of customer service at Duke but it is beyond excusable to treat customers this way. I have never experienced this many people in an organization who have absolutely no follow through and no regard for helping a customer. It is a sad situation and if I had a choice, I would happily find another supplier. Obviously, Duke has no regard for the effects of COVID on their customers!! Disallowing employees to "cap off" gas lines has become a revenue center for Duke at the expense of their very own customers. What a corrupt and disappointing business model that is!! I paid your huge bill and I can only hope that you figure things out in the world of treating people right!!!