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

  920 Beaumont Ave Spartanburg, SC 29303-3139

• 

  Duke Energy

  461 Winston Rd Jonesville, NC 28642-2243

• 

  Duke Energy

  848 Bypass 72 NW Greenwood, SC 29649-1202

• 

  Duke Energy

  40 W Broad St Ste 690 Greenville, SC 29601-5208

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:02/03/2025

  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.

  Call the ************ from a friend phone. ************ immediately tried to save their number to my account. Even after I said No. I had entered my full social security to Auto. I then got a drunk sounding *** that was not helpful and she would not get a **************** ***.. I had a time getting help. Please help me get this company reprimand this company.

  Business Response

  Date: 02/06/2025

  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: 02/07/2025

   
  I am rejecting this response because:
  I have had pbond issues I apologize. I do wish to speak to tbis company. I can be reached at **************. Sincerely, ******* *****

  Business Response

  Date: 02/11/2025

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

• Initial Complaint

  Date:01/30/2025

  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.

  THE ELECTRICITY IN MY HOUSE WAS DESTROYED IN APRIL, MAY, JUNE, AND JULY, AND I NEVER ASKED FOR A DIGITAL METER FOR MY HOME OR THE BUSINESS AND THEY INSTALLED IT ANYWAY FOR SOME REASON. I ASKED THEM TO CHECK MY HOUSE, AND I WAS TOLD THAT IT WOULD BE A REGULAR METER OVER AND OVER. I WORK FROM 9:00 AM TO 8:00 PM MONDAY THROUGH SATURDAY. I TURN EVERYTHING OFF, AND I LIVE ALONE. THIS PRICE GOUGING IS ILLEGAL; MY HOUSE IS ONLY ***** SQUARE FEET. THEY HAVE TO STOP CHEATING US, AND IT IS NOT JUST ME. THE PEOPLE IN THIS COMMUNITY ARE NOT ALL ABLE TO GET HELP. THERE IS NO WAY WE ARE USING THIS MUCH HEAT OR AIR. I ALSO HAVE A WORKING FIREPLACE. WE MUST HOLD THESE DUKE ENERGY ACCOUNTABLE FOR FRAUD

  Business Response

  Date: 01/30/2025

  This customer has taken the issues to the *********************************** and the commission has addressed the customer concerns. We are closing this complaint.  

• Initial Complaint

  Date:01/29/2025

  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.

  Hello, On November 26th Duke Energy confirmed my meter was crossed with another unit in my building. I have been trying to work with Duke Energy for several months to get this corrected. They have been over charging me for four years. The last conversation I had with them in late December was to allow them to 1/31 to review all 48 bills to cross reference what I should have been charged. As they have been charging me for Unit 2312 and not my unit 2301. I called today for an updated and the lady explained the case was closed and no on reviewed my account. the balance on the account is $822 which is not my balance. Please help me get Duke Energy to review and correctly charge my account for the last 48 months. Thank you for your time, ****

  Business Response

  Date: 02/07/2025

  We contacted the customer, and we are addressing all their concerns. We explained our process and apologized for any inconvenience. Several departments are collaboratively working to come to a satisfactory resolution with this customer. The customer has the direct contact information for the appropriate contact and was notified this will take additional time to process the necessary corrections. At this time, we are closing the complaint. Please let me know if you have additional questions.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair 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 just started service on 1/25/25 and a few days later I received a bill. I haven't even had the service for a month and I have a payment due on 2/11. Then I had to pay $60 for a box because I live in a new apartment. They guy on the phone told me I can pay it on a payment plan. The woman I spoked to today 1/28 told me they don't offer payment plans and I had until the 1/24 to pay the bill in full. This is unfair because I shouldn't be penalized because I live in a new development. Then they have my name as *****. When I first seen my last name was wrong. I called back that same day. Now why has my name not been changed? Why did the *** even put ***** and I spelled my whole name for him. It's been a week and my name has not been changed. These companies are a rip off and charging hard working people all these high prices. Then I signed up for the $50 plan but I see $60 plan instead. They telling me you paying $10 for WiFi. That was not discussed on the phone with the *** at all. These calls are recorded right. Please pull up my phone call from 1/17. I called twice. I'm highly upset when I signed up I was told one thing. Now I have service I am being told something else. That the scam to lure you in then change things. Don't nobody have money to be paying all these different prices.

  Business Response

  Date: 01/31/2025

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

  Customer Answer

  Date: 01/31/2025

   
  I am rejecting this response because: stop with the lies. Do you know technology can show me when you called? You did not call me 3 times and I have the phone log to prove it. The 1st call was on 1/29 at 9:06 a.m. How do I know who was calling? You did not leave a message or a return number to call. I then have a missed call yesterday  at 11:26 a.m. with a voice message stating ya'll tried to call 3 times and will let the BBB know. There also wasn't a number to return a call. If I don't answer it's obviously that I'm busy. There is a reason for a voice-mail is to leave a name and number. That way I can return a call. 
  
  

  Business Response

  Date: 01/31/2025

  We contacted the customer and determined the concern is for a different company, not Duke Energy. The customer was advised to locate the correct company's information. We are closing the complaint.

  Customer Answer

  Date: 01/31/2025

   
  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:01/23/2025

  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 am a new customer of ********************** as of Aug 2024 from ******* and I have been on the same scheduled due date to current. Recently as of my January 2025 bill which was double the amount I previously paid, most likely due to the change in weather, I went to the website to change my due date since not only had my bill increased but also my property taxes were due and I felt I made an INFORMED Decision based on the information that generated on line advertising it takes 2billing cycles to process. This was the bases of my decision. Leaving out the most important fact for the consumer to make an intellectual informed decision that another bill will be due 20day after. Due the lack of Full Disclosure of another bill due 20days, both me and my disabled (ADA)persons risk elec being disconnected since I obviously will not be able to pay. My issue is after I paid the $412 that was due by Jan 19 or 21st, another bill due Feb 10, 2025,($266) just 20 days away. I immediately reached out to **************** of ********************** and advised if I was fully informed of this process, I would have left my bill due date as it remained.(******* #id ********* and to cancel my request to change the bill due date to the 29th, due to this 20day upcoming bill. Consumers not only with disabilities should be fully informed before making such changes especially since the bases was allowing additional time to pay. I and son both have medical conditions that have elevated my emotional and mental health fearing the outcome of being without service. Citing Duke Energy to fully disclose the processing of changes steps, I feel the most important (20 day ucoming bill)I emailed ceo-**** ************ ******* and no response. Advertising(web site) of Full Disclosure is necessary especially for me as a disabled adult. and a full time student that is dependent on my electricity for medical and basic needs.

  Business Response

  Date: 01/29/2025

  We reached out to the customer to resolve their concerns.

• Initial Complaint

  Date:01/22/2025

  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.

  So we are on the annual plan for budget billing and per their website the plan stays the same for the year the either a credit will be applied or a balance will need to be paid. Our bill has now went up which is not what is to happen. This is false information and I contacted them and they don't care

  Business Response

  Date: 01/22/2025

  After reviewing the account, the customer is enrolled in the Yearly Budget Billing Plan. The monthly amount did not increase, it stayed the same. Budget Billing is not a program that customers have to enroll in they can unenroll and pay the monthly amount they are billed each month.

  Customer Answer

  Date: 01/22/2025

   
  I am rejecting this response because: even tho it is $1 our bill has increased on the next bill
  
  

  Business Response

  Date: 01/22/2025

  The Budget Bill **** charges is the same amount and did not increase. The actual usage costs did increase from last month. After careful consideration, Duke Energys position regarding this matter has not changed

• Initial Complaint

  Date:01/21/2025

  Type:Product 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.

  Bill,First Residental complex department from Duke energy confirm owing me ,Then after a refund was issued December 3-4.ALLof a sudden I owe them, even after a provison of my account was already made and found that I was being over charged year 2022, why I was issued a refund in the first place.

  Business Response

  Date: 02/07/2025

  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: 02/07/2025

   
  Better Business Bureau:Duke Energy called me about refund on 2/7.representative stated issue with refund would be fixed by Monday and she would return a follow up call with amount of refund , why I agreed.
  
  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. 
  

  Customer Answer

  Date: 02/11/2025

   
  I am rejecting this response because:

  Duke energy refuses to pay me what is owed to me.First escalations calls around 3:00 p.m friday ,asking me to close my BBB complaint,I advised her what about my refund *********************** advised me ,I would be receiving a call back Monday to resolve *********** we are Tuesday and still no ********* I told the representative on Friday ,YOUR ONLY TELLING ME THIS SO ILL CLOSE THE **** .I no longer want to wait .I would like the money I was owed after provison was done.Duke energy gave me one payment ,Then came back and wanted that money back and stated i owed.When I pushed the issue ,they stated we're still working on your refund .

  
  

  Business Response

  Date: 02/21/2025

  I have tried to contact the customer by phone on several occasions with no success.  Fortunately, I was able to reach the customer and communicate with her by email.  We explained the large refund sent to her in December was an error, that she was not owed any credit, and she actually had a balance due to Duke Energy at that time. 
   
  We informed the customer when the error was found, it was corrected, resulting in the rebilling of her account the $10,600 she mentions.  This amount includes the large refund error.  
  
  To the customers benefit, her billing was adjusted, and she was back billed only 150 days because this was no error on the customers part.  
  
  We also had questions for the customer regarding the information she provided and provided to the BBB.  The customer did not respond to the questions, and instead stated Duke Energy owed her money, she felt discriminated, and she would be seeking legal action. The customers balance is $2,461.70 due by 3/18/25. We apologize to the customer for the confusions.  
  
  

  Customer Answer

  Date: 02/21/2025

   
  I am rejecting this response because:Why wasn't this fixed 2 years ago.Why now that I'm asking for a refund that I was told ,was owed due to being overcharged.I heard I'm on the ***** FROM ALLOWED LIST.What does that mean?January 27 ,invoice was reversed ,Why?Duke was all around my neighbors houses switching transmitters,maybe that's where the error occurred and they tried charging me .Every deposit was never given back duke always said I owed ,even know i pay my bill every month.I recently was owed ****** what did duke energy do kept that as well,That's how I know I'm owed .November 3 and the 29 i was double charged adding up to ****** and that was since ******* definitely owed money .
  
  

  Business Response

  Date: 02/24/2025

  We are closing this case due to the customer has chosen to escalate the issue with the ************************ 

  Customer Answer

  Date: 02/24/2025

   
  I am rejecting this response because:**** is stating that I owe close to ***** by march.Okay duke if I owed you'll why would duke reverse the collection agency debt ?I believe they replied back stating it was a billing issue and couldn't help ,I believe.If I'm wrong and utility commissions is working on my case then I would agree to my case being closed.**** also wants me to repay ***** ,THAT duke sent me for being over charged.I have proof of when it started ,around the sametime the auditors found the problem.
  
  

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair 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.

  Duke energy has failed to complete a work order for underground power line connection after several estimated completion. An engineer has been in contact and told us completion would be in December and then again in January. In January we contacted duke energy customer service because no one had showed up and the engineer quit returning our calls. **************** told us there was no active work order for our address and that it would be February before something could be done. Following that call the engineer reached back out and said that there was a work order and he would have it completed this week (jan13-17). As of today, he has not showed up, and has not returned any communication. Spoke with customer service again and they stated the completion date was 1/24, and they would have the engineer reach out. Which has proven to be a failed solution. At this point we have lost time and additional money by delaying and rescheduling subcontractors due to the failure of project management within duke energy. No further solution or escalation has been offered by duke energy.

  Business Response

  Date: 01/21/2025

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

  Customer Answer

  Date: 01/21/2025

   
  I am rejecting this response because: no completion date given, will be satisfied when job is complete 
  
  

  Business Response

  Date: 01/27/2025

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

  Customer Answer

  Date: 01/27/2025

   
  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:01/16/2025

  Type:Customer Service 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.

  My Duke Energy bill went from $92 to $322 in from December to January. My bill has never once even been close to this high in the 4 years I've been in the . I called them to complain and they stood by their bill...I wasn't even in town for one of the weeks that they claim I was using an insane amount of electricity. I need some help here.

  Business Response

  Date: 01/28/2025

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

• Initial Complaint

  Date:01/11/2025

  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 am part of the revert to owner program. Somewhere along the way someoen asked for power to oen of my properties be turned off in error. As I got a notice that tenant had requested power be turned off. I contacted him and foudn ith wasnt true he contacted **** and made sure power woudlnt he turned off. Then I recieved a bill for an outdoor light I never requested nor requested it be turned on. I have contacted **** at lest 10 times to protest the bill. Has done me no good. If it goes to collections will sue Duke energy for 10 million dollars due to stress. Illegal billing practices and anythingels my lawyers can dream up. Its simple I didnt order the service I shoildnt be forced to pay for soemhting I didnt order

  Business Response

  Date: 01/16/2025

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