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Business Profile

Electric Companies

Duke Energy Carolinas

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 690 total complaints in the last 3 years.
    • 256 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/07/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.



    • Initial Complaint

      Date:02/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Duke energy is robbing me blind i just paid them $1,157 dollars in December and now it's February 7 and they are telling me I owe them $1,337.87 and too keep my power on I need to pay $893.52 too keep my power on now I know ain't noway my bill should be that high and I live by myself with no kids and I be at work for 14 hours a day for 5 days a week and weekends I stay at my girl friends house which by the way she has 5 kids and a 5 bedroom house and her bill is no higher then about $250 a month I told them something is got too be wrong somewhere and they are telling me that my bill is normal please can someone help me out

      Business Response

      Date: 02/25/2025

      We have attempted to call the customer three different occasions on both their Primary Phone ********** and Alternate Phone ********** with no response.  We are closing the complaint due to no response. 

    • Initial Complaint

      Date:02/07/2025

      Type:Order Issues
      Status:
      Answered
      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 carbs several times to make payment arrangements and they stated that I was not eligible to make any payment arrangements. It took them a week and a half to try to pull the money out of my account. When I realized it I did call and try to make arrangements. I have a 12-year-old child in the house who has asthma and allergies real bad and also I am sickling myself with heart conditions and cancer.

      Business Response

      Date: 02/17/2025

      We have attempted to call the customer three different occasions at ************, with no response.  We are closing the complaint due to non-response.

      Customer Answer

      Date: 02/17/2025

       
      I am rejecting this response because:
      The number is incorrect **********

    • Initial Complaint

      Date:02/07/2025

      Type:Order Issues
      Status:
      Answered
      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 the bill and it took a week and a half for them to pull the money out of my account. I have called to make a payment arrangement and it was stated that I had to pay the full amount. I have a child in the house that has asthma and I also have health issues as well. I'm willing to make arrangements.

      Business Response

      Date: 02/25/2025

       We have attempted to call the customer three different occasions at ************, with no response.  We are closing the complaint due to non-response.

    • Initial Complaint

      Date:02/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Duke energy came to my residence over 2 years ago and disconnected my outdoor light. It has been disconnected and not worked since that time. I have made multiple calls to Duke Energy customer service to remove the light and/or remove the outdoor lighting charge from my bill. They will not remove the charge from my bill. It is now up to $16.00 month for a light that is not working. They came to the house and looked at the light and still did nothing to remove the light or the charge.

      Business Response

      Date: 02/11/2025

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

    • Initial Complaint

      Date:02/06/2025

      Type:Order Issues
      Status:
      Answered
      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.
      My power was turned off. My bills is high. And I don't understand why it's that high share paid in August witch left my bill at 0 now I have a 1700 I been trying to vet someone out ro see why was my bill so hifh.

      Business Response

      Date: 02/11/2025

      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:02/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On February 5, 2025 I received an outstanding bill from Duke Energy in the amount of $159.32 due by February 24, 2025. I called Duke Energy Automated System to clarify the amount in hopes this was a mistake. The automated system clearly stated the same thing. The difference is I requested that Duke Energy conducted a meter inspection due to overlapping of bills and to make sure their system combined with the residential meter be accurate. However, I got billed additional $50 for a meter test in which I asked that they waived due to several system errors with their payment system. Plus, I dont run my heat as much during the freezing season due to additional bedding/comforters and I know I didnt run my heating system that much. The current bill shows a previous payment of $152.08, but the actual bill was$92.62, which it didnt indicate that amount. I am disputing this amount and will attach supporting documentation. According to a ***** in their corporate office Duke Energy bills run through 28 days or 31 days and this bill ran for 33 straight days without a sheer amount of courtesy. I have absolutely no clue of how to fix this without Duke Energy and their Affiliates acknowledging there continues to be a problem.

      Business Response

      Date: 02/06/2025

      We have 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: 02/06/2025

       
      I am rejecting this response because:  The Duke Energy associate ****** was instructed to call me this morning from ***** her supervisor or team lead.  ****** agreed to waive the $50 and have their billing department to reissue a bill reflecting my actual payments however it is going to take up to 5 to 7 business days for this to reflect so I would like for the case file to remain open until this is finally handled.  They never rectified the last issue.

      Customer Answer

      Date: 02/13/2025

       
      I am rejecting this response because:

      Dear ***** M. *****,

      I just left you a voicemail.  I am reaching out to you in reference to a previous request I made with one of your colleagues named ****** on February 6, 2025 approximately 8:30 AM.  I asked ****** to request Duke Energy billing department to rectify my billing statements to reflect the $59.46 paid in full on for October 29 - November 25 28 days in the cycle which was paid on December 27, 2024 confirmation *********. Second, The billing statement of $92.62 for service dates November 26 - December 26 31 days in the cycle, which was paid on January 23, 2025. Third, The billing statement where current charges are due by February 24, 2025 in the amount of $102.17 where the sales tax has surged from $6.06 to $7.15 from previous bill to current bill.  I have checked with the **** just to see whether an updated bill correspondence has been received and there isn't anything from Duke Energy as of yet.  ****** stated that the $50 Meter Test would be removed in which I asked her to have that indicated on the updated reissue billing statement that I simply asked that Duke Energy issue hopefully before February 24, 2025.  Each time the bill has drastically increased due to overlapping bills on the invoices I have incurred an increase in sales tax.  I am looking forward to Duke Energy and it's affiliates to rectify this issue going forward.

       

                                                          Kind Regards,

       

                                                          **** Roslyn ******************                                                   *************************


    • Initial Complaint

      Date:02/05/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 have been promised lower rates and bills and we have yet to see any decrease in our bills! I am a single person household paying an energy bill of a multifamily household! My bill used to be below $150 now it is always almost double that and it is blamed on heat but that can not be when I dont even run the heat as I have to use space heaters and confine myself to one room! This is totally unacceptable from Duke Energy to basically rob their customers from their money while the CEOs and Presidents take in all the money! Something needs to be done about this billing issue as there is no way I am using what they claim I am using.

      Business Response

      Date: 02/13/2025

      Customer has been contacted, and their concerns has been addressed

    • Initial Complaint

      Date:02/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 set up on an installment plan because of the hurricane that happened and was short on funds. Was told on a phone call that I would start paying that in December as I needed to make sure it aligned with when I had funds. Well without telling me or anything it showed in my duke energy app that it was due in December and then a week goes by and now its saying November. They claim they cant adjust these things but obviously somthing happened and mine was adjusted and its just caused issues since then trying to go back on an installment plan because the bill remains high. They say they cant cause the other one wasnt not paid upon after they changed the date of it from when it was set up cause me and the guy that set up talked and I made sure it would be due when I had funds.

      Business Response

      Date: 02/05/2025

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

      Customer Answer

      Date: 02/05/2025

       
      I am rejecting this response because:

      They admitted that they head there employees say December was the first payment due date then if they check the next call the other employee saying let it go by the date and Ill be able to set up another one  in result still without power when I tried to set up a promise to pay or anything even said within the next few weeks I can pay of the full amount when my taxes are spouses to come back they have done nothing to help work with me besides give me a list of agencys that told me there is no help in my area already as stated before the phone call ended


      Business Response

      Date: 02/05/2025

      The customer service was disconnected on February 4th, 2025. The customer only made 3 payments last year in 2024, with the last payment received on August 17, 2024, and he's defaulted on 7 installment payment plans. The customer's current total balance is $1,796.82.  He was informed during our phone conversation he will need to satisfy the past due of $1,489.95 to restore his service.  As requested, a list of agencies in his area had been emailed to him. 

      Customer Answer

      Date: 02/05/2025

       
      I am rejecting this response because:
      As stated they all tell me nothing in my area. 

      as stated before because I was told multiple things from your company about how to go about things I follow what people that work for you tell me 

    • Initial Complaint

      Date:02/04/2025

      Type:Billing Issues
      Status:
      Answered
      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 would love to know why my Bill is ****** for month of January 2025.,We had a new heating system installed in last of December 2024.,And what is rider Adjustment ? This is unreal the fees we are charged for,Unreal

      Business Response

      Date: 02/06/2025

      This meter tested good on 2/5/25 with an overall accuracy of ******%, which is well within the meter accuracy that was established by the ************************************ Rule R8-12. If the meter is accurate, then we know that the electricity the customer was billed actually passed through their meter.

      We have sent a Billing/Usage history to the consumer via email.

      A rider is a mechanism used to recover costs or credit customers for programs, purchases or regional policy initiatives that are outside of standard base rates. The Summary of Rider Adjustments line item found in the Billing Details includes, but is not limited to: fuel- related costs, demand-side management, energy efficiency program costs, generation assets, and the competitive procurement of renewable energy. For additional detail, please visit ********************************************************** to view the Summary of Rider Adjustments tariff found within the Index of Rate Schedules tab. Each of the individual rider tariffs are located under the Retail Riders heading. For a complete listing of all North Carolina rates and riders, visit ********************************************************************.

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