Duke Energy (NC & SC) Customer Service Issues

I have a client enrolled in the medical essentials program who is significantly behind on his utility bill, totaling over $[redacted]. Despite attempts to arrange a payment plan, the system is requesting $[redacted] upfront, which he cannot afford on his $[redacted] monthly income. He is facing a disconnection notice, which is worrisome as he relies on electricity to operate his breathing machine. I seek assistance to resolve this urgent matter. Thank you for any help you can provide.