Complaints

This profile includes complaints for Duke Energy Carolinas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Duke Energy Carolinas

  9700 David Taylor Dr Charlotte, NC 28262-2363

  
• 

  Duke Energy

  425 Fairforest Way Greenville, SC 29607-4437

• 

  Duke Energy

  920 Beaumont Ave Spartanburg, SC 29303-3139

• 

  Duke Energy

  500 Utility Dr Clemmons, NC 27012-8337

• 

  Duke Energy

  664 Issaqueena Trl Central, SC 29630-4434

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  complaint against ******** hired by duke energy.******** trespassed on private property, damaged private property, and blocked private driveway of residence during medical emergency THeir workers began loud work without notice, during quiet hours before noise was permitted. Damaged private property such as driveway border, asphalt, security system, mailbox, All of this was on video from multiple angles and witnessed by residents.Multiple complaints filed with ******** who claims the complaint should be with **** since they were hired by them Complaints filed with **** whose agents keep telling us to wait for status update but will not provide one

  Business Response

  Date: 02/19/2025

  We responded to the customer and provided them with the claims department telephone number so that they may file a claim.

  Customer Answer

  Date: 02/19/2025

   
  I am rejecting this response because:
  This is the ENTIRE response message from the company: We responded to the customer and provided them with the claims department telephone number so that they may file a claim.

   

  1) They did not respond to me, the customer

  2) There is no claims number

  3) I have previously filed a claim through the website. Duke Energy has a 3rd party that handles claims, who told me to wait for a response from Duke Energy, but the Duke Energy claims department told me to wait for a response from their 3rd party. They have been doing this now to avoid responsibility for this claim for 9 months. 

  This is a blatant attempt for a large company to ***** its responsibilities for damages and get away with it and demands investigation.

  Business Response

  Date: 02/20/2025

  We sincerely apologize for the inconvenience and frustration that the customer experienced. However, our position has not changed regarding the claim that was filed by the customer. 

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been charged with an high electric bill. I called multiple times trying to at least get someone to check my meter and they keep hanging up on me. I live in a 2 bedroom apartment and theres no way I would spend that much energy. My last bill was $349 and they just say that was because of Christmas or give me whatever excuse they want. Me and my girlfriend work Monday through Friday from 8 am to 5 pm, my son go to school so during daytime theres no one home. We barely use the stove because we are out the majority of time. So I dont find a justification for a bill like that. We wash clothes every 2 weeks after 5 pm because that was the advice a Duke energy employee told me. Yes, when I call, I call with a lot of frustration and mad but instead of them trying to find a solution they hang up on me and leave me talking by myself. Im tired of these situation and hope someone can help me.

  Business Response

  Date: 02/21/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone set up an account with ********************** using my Gmail address (************************************************************************************************************************** person does not have my permission to use my email address for any reason.I have repeatedly asked Duke Energy to remove my email address from their system, but I keep getting this persons account-related emails. Duke Energy has been by far the worst company I have dealt with on getting my email address removed.

  Business Response

  Date: 02/24/2025

  We have attempted to contact the customer 3 different occasions at ************ with no response.  We are closing the complaint due to no response

• Initial Complaint

  Date:02/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having trouble paying my electric bill in the month of November 2024. I opted to take a payment plan. There was no indication of paying a fee for a payment plan. I had missed my payment date and had called DUKE ENERGY, spoke with a representative, who informed me I was removed from the payment plan. I then made multiple payments to get caught up. In January, I applied for *** and received assistance from them and the pledge was applied to my account. I received this months bill and see where I am on a payment plan. And am charged $46.13 for this. I called this day and spoke with a representative who informed me that I am still on the payment plan- yes, I missed the deadline and should have been taken off, but since I am making my payments on time, theres nothing they can do.I question why there is a charge for those that need assistance? This is my first time requesting a payment plan and it seems to be set up to hurt families financially. I also question why and how I am on a payment plan when I missed the deadline and all fees were due asap. I recorded the conversation that I had today with the Duke Energy representative.

  Business Response

  Date: 02/20/2025

  We contacted the customer and addressed her concerns, and the customer is now satisfied.  Please let me know if you have additional questions.

  Customer Answer

  Date: 02/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid to zero out my account balance back in November. The account was 0.00 And disconnected I moved the end of November Duke energy illegally added ****** from the previous account onto my new account. They also are charging ****** in late fees Causing peoples bills to be doubled in prices There are complaints all over about the outrages prices with duke energy I have been here 2.5 months and my light bill is 1******.

  Business Response

  Date: 02/17/2025

  We have attempted to call the customer 3 different occasions at ************** with no response.  We are closing the complaint due to no response.
  
  

  Customer Answer

  Date: 02/17/2025

   
  I am rejecting this response because:

  a person called Friday at 445 the end of the business day. I was at a prenatal appointment. This representative has lied stating they have called three times. I will not accept this response! 

  
  

  Business Response

  Date: 02/21/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

  Customer Answer

  Date: 02/21/2025

   
  I am rejecting this response because:
  Because I deserve credits applied to my account because it was never behind or late. They transferred accounts illegally on my account with notifying me or addressing my concerns

  Business Response

  Date: 02/26/2025

  We have attempted to call the customer 3 different occasions at ************** with no response.  We are closing the complaint due to no response.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dont believe they are accurately giving power readings or something. Somehow my bill keeps getting higher and higher even though I'm actively trying to get it down. How does my power usage jump 100 in a month? Especially when we actively make sure to not use heat.

  Business Response

  Date: 02/20/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Billed for **************************************** 27years. Recently widowed, live alone, use very little electricity compared to when husband was alive. How can an 82 year old woman use $561.01 in electricity in one month?

  Business Response

  Date: 02/18/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived at my current residence for 3 years my power is constantly going out and idk why. I was informed a price increase. The amount that is stated for the increase is nothing compared to the increase in which Im charged. The most expensive bill I have ever received until now was around 300$ with all the extra protection well now I have no extra protection and I am receiving a 555$ bill for a 1400 sq ft well insulated home with which I dont leave doors open and I keep the heat at 66 degrees this is rediculous. I could literally go to oil or gas heat and it would pay for itself quickly and save money. This is a 100 percent price increase for garbage service

  Business Response

  Date: 02/24/2025

  We have attempted to contact the customer 3 different occasions at ************ with no response.  We are closing the complaint due to no response
  

  Customer Answer

  Date: 02/24/2025

   
  I am rejecting this response becausno efforts made to resolve issue and have 1 missed call not 3
  

  Business Response

  Date: 02/27/2025

  Spoke to Mr. ****** and he is not authorized to make any changes to the account. He was advised to have his girlfriend who is the account holder, and she has not returned the call.  We are closing the complaint. 

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a bill from Duke on Jan 7th for the home we sold. The billing date was from Nov 27th 2024-Jan 5th 2025 when we sold the home. It sat vacant from 11/22/24 until new owners moved in on Jan 6th 2025. Duke billed us $211.02. The house did not have any lights on, nobody was living in it. The ** was turned down and wasnt running much. I called to file a dispute after receiving the bill and didnt receive a call back AT ALL. We had to call back to find out they werent going to do anything, and said the daily usage was the same as previous months. There is absolutely ZERO way it was the same daily usage amount as when we were living at the home. It was V**ANT! This company has refused to do anything and we blocked the bill from coming out of our bank account. We will not pay this, considering there is absolutely zero possibility of the daily usage being the same as previous months when nobody was living there for almost two months - this billing cycle. Im happy to seek outside counsel if they cant resolve the problem amicably for both parties. It even shows on the monthly usage chart in the bill how much it dipped down in November and December to January, I was this bill adjusted and actually looked into.

  Business Response

  Date: 02/27/2025

  We contacted the customer and addressed their concerns.  We explained out process and apologized for any inconvenience.  We are closing the complaint.

• Initial Complaint

  Date:02/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a house that has been vacant for 3 years. Nothing is plugged in or connected, and the heat is turned off by the breaker box. Yet every winter the electricity bill goes up. No one has access to the house and its rural , closest neighbor is 80 yards and elderly. Ive contact Duke Energy, they did a virtual meter check and stated the meter was working . There is no possible way the light bill should be going up $300 per month in a vacant house.

  Business Response

  Date: 02/10/2025

  After a review of the account the January 2024 and January 25 usage there is not much difference in the kWh. We are not able to answer or address the specific cause of high usage within a home. We do provide excellent online resources that might be beneficial to the consumer.

  *Lower My Bill ******* *********************************************************************************************************
  *Seasonal Tips *********************************************************************************************************************************
  *My Account **************************************************************************************
  By setting up My Account the consumer can check spikes throughout the month, by day, and even hour, to understand what appliances and behaviors could be increasing the bill.
  *Usage Alerts ************************************************************************************************.
  Avoid billing surprises by tracking energy usage.Duke Energy customers with a smart meter can sign up for Usage Alerts.
  *Budget Billing ******************************************************************************************
  Can make planning and budgeting for energy costs easier and more accurate than ever.
  You get predictable monthly energy bills regardless of changes in your energy usage or the weather.
  *Energy Assessment ***********************************************************************************************************************************
   An energy assessment can help lower the energy bill. Sign up for a free in-house energy assessment, valued at $250, through our Home Energy House call program. The assessment is designed to help learn how your home uses energy and how you can save on monthly bills.