Business Profile

Electric Companies

Duke Energy Carolinas

Headquarters

Complaints

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

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.

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.
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.
Experienced total power loss and could not get Duke energy to give a repair time or a reason for the outage. All my neighbors had power. My community of over 230 homes had no power. This is not acceptable.
Business Response
Date: 01/16/2025
We have attempted to call the customer on 3 different occasions at ************ with no success. We are closing the complaint due to no response.
Initial Complaint
Date:01/09/2025
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.
Duke power is overcharging me for my ****. I want someone to look into this
Business Response
Date: 01/13/2025
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:01/08/2025
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.
On 18DEC24 Duke tech disconnected my front outdoor light for no reason and not requested by me. On 06JAN25 I received a $24.80 Lighting Termination Fee for my ***********, ** home.On 14OCT24, I had electricity to restore it in my ************ SC home to include one outdoor lighting at the other outdoor lighting could not be restored due to trees. I have in charge for both outdoor lightning since that date. On 07JAN25 Duke tech FINALLY turned on that rear outdoor light after we had to remove trees, etc so he can access it. On my last month's bill for that account I minus the $13 for the pole as it was not on. **** continues to bill and add that to my upcoming bill.I have contacted customer service and their ********************* at least 5 to 8 times over the past 3 months about both of these accounts and it seems like I'm getting ignored and continue to get billed for utilities not in use and utility that was turned off without my permission and still being charged for it as a termination fee
Business Response
Date: 01/14/2025
We have contacted the customer and addressed his/her concerns, and the customer is now satisfied. Please let me know if you have additional questions.
Customer Answer
Date: 01/15/2025

I am rejecting this response because:
II still have not been contacted about the account to *************************************** rear outdoor light being charged to me from October when I had all services reinstalled till it was FINALLY turned on 07JAN25. Your real life was not turned on because the service worker could not get to the pole due to some trees which will remove on 04JAN25 then turned on 07JAN25 by service worker
Business Response
Date: 01/16/2025
************, ** is served by Duke Energy Progress. Duke Energy Carolinas will not be able to assist with this concern.
Customer Answer
Date: 01/16/2025

I am rejecting this response because:

I accepted the answer as she stated that they weren't the same in which they are. So I want to rebuke my exception answer and do a rejection after discovering Duke Energy ******** and Duke Energy Progress are the same company.

***** *******

Business Response
Date: 01/16/2025
Duke Energy Carolinas and Duke Energy Progress are different jurisdictions and serve different cities. *********** is served by Duke Energy Carolinas and ************ is served by Duke Energy Progress. If the customer is still having an issue with her Johnsonville address, she will need to file a new complaint for Duke Energy Progress to handle.
Customer Answer
Date: 01/16/2025

I am rejecting this response because:
Duke Energy/Progress Energy Merger Effective July 3, 2012, Duke Energy and Progress Energy merged. Immediately prior to completion of the merger, Duke Energy

Customer Answer
Date: 01/17/2025

I am rejecting this response because:

Date Sent: 1/16/2025 3:53:42 PM

I am rejecting this response because:
Duke Energy/Progress Energy Merger Effective July 3, 2012, Duke Energy and Progress Energy merged. Immediately prior to completion of the merger, Duke Energy

Business Response
Date: 01/21/2025
As previously stated, a complaint must be filed with Duke Energy Progress for assistance with lighting in ************, **.
Initial Complaint
Date:01/06/2025
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.
Three seperate times I have called Duke to report the arching of a powerline to our property. The first time occurred around 11/25/24 and it started a fire on our property that theFire Department had to put out. This occurred while contractors were working on the line. The second time was on 12/18/24 and arching occurred all throughout the prior night and I was told they would send someone to check the lines and trim the trees. The third time was today 1/6/24 and I told customer service it had happens when the wind blows harder and she again said she would make this an urgent ticket so someone could come look at the lines. Approximately 5-10 minutes later, I was told a rude lady called and told our staff member that answered that the ticket had been closed and power was on. Our staff member said she should talk to me since I handle the Duke account and the lady said no, the ticket is closed and hung up. I fully expect the arching to occur again and am amazed at the lack of resolution and care for safety that seems to have been demonstrated so far. There are children that board the school bus right near where this arching has been occurring (accross the street from *******************************). Just look for the prior burn area and you will be in the right place. We also have not yet heard anything back on our insurance claim filed related to the November fire. ******* Claim #4A2411S9VHX0001.
Business Response
Date: 01/14/2025
We had someone visit the site on 1/7/25. Our contractors have been scheduled to trim a pine tree near the line. A response letter has been sent to the consumer regarding the claim filed.
Customer Answer
Date: 01/14/2025
I am rejecting this response because they have rejected our claim for reasons that don't appear to be based on the facts. See my appeal attached. I accept that they are performing the tree trimming.
Business Response
Date: 01/17/2025
The customer filed an appeal on 1/14/25, and we responded. Our position has not changed, and the denial stance was upheld.
Customer Answer
Date: 01/17/2025

I am rejecting this response because:
Their rejection of the appeal is made by the same biased party (Duke) that appeared to have provided the results of the first investigation that was simply wrong. They are unwilling to accept responsibility for what most people I think would see was a fire that was caused by them and could have been prevented by them. This in my mind is the definition of negligence, and it wouldn't be too big of a deal if they would just fix the issues they caused from the fire. See attached for more details.
Initial Complaint
Date:01/06/2025
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.
On January 4, 2025 I received a bill from Duke Energy claiming I didnt pay $59.46 and this amount was due on December 27, 2024 in which case I paid in full on this date. In which case I used Duke Energy Speed Pay Voice automated payment system. The billing invoice I plan to attach will show that Duke Energy is billing me for the billing amount of $59.46 and new bill amount of $86.56 in which case I would like to dispute also. Last year I was on Medical Leave and used my stove to prepare food in which I increased last year. On this year I wasnt on Medical Leave and Duke Energy has calculated the billing amount mimicking the last year billing amount. I am asking that Duke Energy send a Technician to this residence at no cost to me to check the meter attached to my residence. Whoever works in the payment processing facility needs to be reprimanded for overlapping billing. Every time I pay my bill for the last six months their system has shown a new bill overlapping and never tell me that the balance is ZERO accept through their Speed Payment System. Ive dealt with this for approximately 6 months now. There are individuals who would appreciate employment opportunities who are more experienced and willing to do a job explicitly to help manage their customers bills than those currently working in the payment processing system.
Business Response
Date: 01/17/2025
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: 01/18/2025

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. I will remain in contact with ***** at Duke Energy if any additional issues occur moving forward.
Initial Complaint
Date:01/03/2025
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.
August 2, *********************************************************** a cost of $10, ****** to replace damaged items in the house. We have been with Duke Energy since 1989 when we moved into the new house and have been paying for $9.99 a month for Surge ******************** Premium and $7.99 a month for Surge Protection. When we called Duke Energy after the incident we were told to go ahead and get our items replaced and keep the receipts so we could file the claim and it would be covered. Upon filing the claim we have received notification that Unfortunately our claim has been denied because of non-covered items and other things.
Business Response
Date: 01/22/2025
The consumer has been contacted, and paperwork has been requested for further review.
Initial Complaint
Date:01/03/2025
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.
Duke energy issued my bill that is Jan 3, 2025 and amount due was *******. Monday Dec 23 I logged in because our disconnection date was Dec 26 and found a bill totaling *******. There were no updates on my account stating where the additional balances had come from. Tried to get assistance with an installment plan but they continued to say we had met limit for plans allowed. How is anyone expected to pay ******* unexpectedly. They claim that these were old accounts transferred over to current account. Acct# ending in 2169 When we left that address there was no outstanding bill. From August 2017 through March 2021 our son was under medical care. He was born 24 weeks we . He has had a disability due to low birth weight since he was born.I also found final bill received for that address which was $446.68 that was transferred to Duke Energy account ending in 7599 and from this account the balance transferred over to where we currently reside was ******* which makes us due for $2899.00. There is no record of the $6232.00 that was adjusted.We want to pay what we owe and resolve this matter, but we want to resolve it fairly. We are a middle-class family and exhausted the savings we had for repairs to cover damages we lost during Hurricane ******. One of them being our car that was totaled. we should only owe $2899.00. I have yet to receive from Duke Energy the statement of account for the extra $6232.00 added on. My son has to have his nebulizer breathing treatments during the winter months. Failure to do so could put him in the hospital. I can provide an official medical note from the ******** ******************* respiratory specialty clinic. my wife was in the hospital due to a high-risk pregnancy and I also lost his job during that. we would like a thorough investigation and proof that all or part of the additional $6232.00 balance belongs to us.We would also kindly request in good faith an installment plan to cure this debt after review of the balances.
Business Response
Date: 01/10/2025
The customer filed complaints with both the ********************************************* and the ********************************* (****). In filing the complaint with the ****, this matter has escalated above the BBB complaint, and we are closing the BBB complaint. The customer's complaint was investigated and addressed via the ****. Please let me know if you have additional questions.
Customer Answer
Date: 01/12/2025

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:01/01/2025
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.
We making my arrange payment on time with Duke energy. When the balance was paid off the company decided to turn my account over to collection and add it to my credit report. Thas Bias to have a customer paid on the account faithfully for months and just when you about to pay the account off in full you decided to hand it over to a collection agency who then added it to my credit report. I am disabled and on A budget and to ruin my credit for such a small amount is a disgrace
Business Response
Date: 01/10/2025
We have attempted to contact the customer 3 different occasions at phone # ********** with no response. The customer voicemail is full, and we are not able to leave a message. We are closing the complaint due to no response.

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