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

  1636 Pearman Dairy Rd Anderson, SC 29625-2008

• 

  Duke Energy

  500 Utility Dr Clemmons, NC 27012-8337

• 

  Duke Energy

  201 N Main St Travelers Rst, SC 29690-1526

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:12/09/2024

  Type:Order 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 not liable for this debt with Duke Energy. I do not have a contract with ***************************** they did not provide me with the original contract as I requested.

  Customer Answer

  Date: 12/09/2024

  The address related to the dispute is : ****************************************************.

  Business Response

  Date: 12/11/2024

  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: 12/23/2024

   
  I am rejecting this response because:

   

  My phone number is ************. I can be reached between 12 noon to 4pm.

   

   

  Thank you.

   

   

  Sebastine.

   

   

  
  

  Business Response

  Date: 12/26/2024

  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: 12/27/2024

   
  I am rejecting this response because: Duke Energy never called me. I did not receive a call or missed call from Duke Energy. The call I received was from a third party that I have no contract with. I do not owe Duke Energy any money. I request that this issue be resolved in my favor and the alleged debt be deleted from my credit reports. 

   

   

  
  

  Business Response

  Date: 12/31/2024

  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: 12/31/2024

   
  I am rejecting this response because: I did not receive any call or missed call whatsoever from Duke Energy. I demand to continuously dispute this matter. I do not owe Duke Energy.
  
  

  Customer Answer

  Date: 12/31/2024

   
  I am rejecting this response because:

   

  Date Sent: 12/31/2024 1:38:42 PM
   
  I am rejecting this response because: I did not receive any call or missed call whatsoever from Duke Energy. I demand to continuously dispute this matter. I do not owe Duke Energy.

   

   

  
  

  Business Response

  Date: 01/02/2025

  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: 01/03/2025

   
  I am rejecting this response because: I did not receive any call or missed call from Duke Energy. I demand to continue to dispute this matter.
  
  

• Initial Complaint

  Date:12/08/2024

  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.

  I entered into monthly installment plan around August or September with Duke Energy payments were made on time. Until October when I called during the week of October 7th questioning I had not received my bill at time the **** stated to me your has not generated yet and I would have it in about a week. I received my bill on October 14th for $141 which had a due of November 12th. When I attempted to make my monthly payment on November 10th there was a new balance of $265 and due date of December 2nd. I attempted to pay the $141 twice in which there was an error message each time "anything less than the outstanding balance is subject to disconnection " with that message Duke Energy gave the impression my lights would be disconnection upon receiving the error message and new balance and due date I attempted to pay again on Nov 26th at this time there was a new balance of $356 in which Duke Energy claims I breached my installment agreement which I did not when I called on the 26th the **** stated to me due dates are not set in stone your due date could come at any time. Which made no sense to me seeing as how for 20 plus years I have had the same due every month. I spoke with another **** that very day I requested I would like to file a dispute this **** ******** was less than professional she then placement me on hold after 20 plus minutes the call was disconnected. Duke energy should honor the fact they drop the ball when first with my monthly bill came late and I received three different amount with two different due dates I never breach my installment agreement. I feel as I was made to pay three months of billing after not receiving October monthly bill on time and not being able to pay in November by the initial due date.

  Business Response

  Date: 12/10/2024

  Spoke with the customer and the issue has already been resolved.  No action required.
  

• Initial Complaint

  Date:12/06/2024

  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.

  Unfair practice at fault of Representatives for this company when requesting assistance during a hardship my current budget billing was impacted and canceled. This resulted in me to get on a payment plan with a much higher monthly bill. I was advised by management i would once again be eligible for budget billing. What was offered to my was not budget at all. They gave me a higher bill stating this was based on previous tenants use I advised I have been living at this residence for over a hire and by regular bill was a less than the budget billing they offered. This is unfair practice.

  Business Response

  Date: 12/09/2024

  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:12/06/2024

  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.

  I moved into a rental in May and was charged a deposit of around 150. This was my first time being a customer of ****. I paid it and was never ever late. I was forced to move due to unsafe living conditions and found a new rental. When I set Duke up, they penalized me for moving by charging me a NEW deposit of over 400!!!!!!!! I was never late. They do nothing but threaten to turn off my electricity when I beg them to break the deposit up over several payments so I can afford food and my disabled mother's medical expenses, yet they refuse to help. i have asked for a manager 4 times...never ever hear back. It not like I have a chose of providers. If I did, I would never eve use Duke as they are price gouging and deliberately trying to harm lower income level patrons. I want then held accountable for going after the poorest of customers by charging huge deposits

  Business Response

  Date: 12/05/2024

  Good afternoon,

  We apologize for the inconvenience; however, this customer is located in **************. Please transfer complaint to ********* BBB.

  Thank you,

  Amber 

  Midwest Consumer Affairs

  Business Response

  Date: 12/13/2024

  We have attempted to call the customer on three different occasions at phone #************ leaving my direct phone number with no response.  We are closing the complaint due to no response. 

  Customer Answer

  Date: 12/14/2024

   
  I am rejecting this response because:
  They aren't replying.

• Initial Complaint

  Date:12/05/2024

  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 was behind on my payments, I was made an installation plan with false information. I then was told the notes would be updated to reflect the call. The lady said I could pay $200 in November and then if the installments defaulted I could call back in. When I call back in this month Im told I can only do the installments if I pay a down payment of $350 which is about 50% of the total I owe. I then spoke to a manager who then explains that isnt an option and that the guy was new. I explained that they should at least hold up to what they had advised and all the managers could say was Im sorry but we cant do that so I would really like for Duke energy to uphold what they had told me. I feel like I was mislead and now I may have a lose of power because of it. I think that since the notes validated what I was told was true that they should uphold it on heir end.

  Business Response

  Date: 12/06/2024

  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: 12/06/2024

   
  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. The personal who contacted me made efforts to better my experience and expectations going forward. They reviewed the account and options available to me. The representative was professional, listened, and truly helped me see this business in a better view. I intend to speak with them again and appreciate how detailed and proactive they were to help me. 
  
  Thank you. 
  

• Initial Complaint

  Date:12/05/2024

  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 spoke to Duke Energy a month or two ago. I was affected by the hurricane she told me to pay what I can pay and once I finish, I guess we construct house to call you guys back and schedule an arrangement which I called back. Guy was rude and they told me I needed $3000 to get on a payment arrangement. Im a single mother of five. I dont have that type of money and Im scheduled for disconnection on Monday. I have two people with disabilities in my home and I need help. If they turn my power off, that means my kids wont have power or heat.

  Business Response

  Date: 12/11/2024

  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:12/05/2024

  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 energy came out to a call for a house that didnt have power. I was working in the neighborhood. There was a problem with one of the stub up power connections for a future house. The wires were not incased in a plastic protective pipe. The wires where just laying out on top of the ground. At some point there was two of the three wires cut. Above ground!!!Causing the power outage. Which there were other companies in the area working. Unsure on who cut and damaged the wire. Duke energy sent out about 8-10 trucks and crews to the call. There were ten guys watching one guy work. For about 30 minutes tops. They decided to take the stub up out. Which caused extra time and effort. Having to dig down with a. Shovel to get down to the wires that are below ground about ten inches. To make three wire crimp connection and cover back up. Which still took less then 30 minutes. And was unnecessary since the empty lot is having a house built on it. In the very near future. And the power connection will be needed. I was never able to speak to anyone at duke energy about the situation. And the next thing I noticed.was a collections letter in the mail. About 2-3 weeks after the date of the power interruption. They sent me a bill for $1,800 which included all of the trucks and men That came out. When 95% of the men and truck didnt do anything. They charged for 2 hrs for every man and truck that was there. Even charging for bucket trucks. For an underground situation. I really feel that this was a scam to get some of there wages paid for the day.This is totally unfair and I feel Like this normal practice for duke energy. I tried to call duke energy many times over and over. Leaving messages. Trying to speak to someone about this situation. I sat on hold and never received a phone call back. I finally tried to speak to the collection company. And they werent helpful on getting me In contact with the right person at duke energy. Not fair imalocalsmallbuz

  Business Response

  Date: 12/20/2024

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

• Initial Complaint

  Date:12/05/2024

  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.

  Im having Problems with Duke power. I worked here for over 20 years. My benefits are not correct. I am also having probelms with my light bill

  Business Response

  Date: 12/06/2024

  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:12/04/2024

  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 have 3 outside lights that have been tuend off for 10 Yeats. On October 19th, 2024 I had the light turned back on at my driveway. I received a new bill charging me for my one light a total of $59.00. The bill is charging me for 3 lights which only one is turned on. The other two are still disconected. The **** website states that one light cost aroung $15-$20. I have been overcharge $$39.00.I contacted ********************* on November 25th, 2024 and I was told an audit had to be conducted on my lighs and someone would come out and see that one light is working I was told it would **** *-8 days. I called back on December 4th and was told it has not been resolved yet. One of the lights that is off doesnt even have a wire hooked up or light which was taken ten years ago when I had the light turned off. The other light was cap off at the top. I have been with Duke Energy for 30 years and never had a problem like this before. I feel like I am getting the run around . I am concerned that if this is not resolved soon I will be charged another $59.00 on the next **** ****.

  Business Response

  Date: 12/10/2024

  We contacted the customer and addressed their concerns. We explained our process and apologized for any inconvenience. The account was updated to reflect billing for one light, a credit was issued and will appear on the next invoice. We are closing the complaint. Please let me know if you have additional questions.

  Customer Answer

  Date: 12/10/2024

   
  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:12/03/2024

  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.

  On June 19 2024 the ***************************** paid my energy bill because I was approved for the ****** According to Duke Energy website I was deemed eligible for their CAP ( Customer Assistance Program) to receive a credit up to $42 a month for 12 months. I have went back and reviewed all my bills and noticed I have not received any credits. On December 2 2024 I reached out to Duke Energy for a resolution and spoke with ******* who informed me I would need to go on the ***** website and apply. I then escalated to a supervisor by the name of ******* who told me I needed to contact ************** and they would have to call and tell Duke Energy to put me on the CAP. December 3 2024 I called ************** and informed my case worker, who stated '' she is unaware and has never heard anything pertaining to they would have to call just so the customer can receive the credits''There is no where on the website that states the ***************************** would need to contact Duke Energy directly. I am requesting a thorough investigation and a billing adjustments for the missed credits. I have had nothing but absolute trouble with Duke Energy to where I am bout to

  Business Response

  Date: 12/05/2024

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