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:12/02/2024

  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.

  On September 12, 2024 I requested the outdoor lighting at my residence to be disconnected. There was a misunderstanding when I moved in June and they were connected in July although I did not want the street light to be connected. However, I just took those 3 months but when I realized I asked for them to be disconnected (September 12, 2024). After having to call several times after they were finally disconnected on November 12th, 2024. In between September and November I was told twice that it was disconnected. I noticed I was still getting billed and then I was also told they were never disconnected. Two separate **** told me twice since that I would be receiving a credit for the time I was charged for the lighting between September and November. The credit has not been applied still after calling three times. Each time I call has been a huge inconvenient as I'm on the phone anywhere from 1 -2 hours as they transfer me to several different departments and give me the run around. Every department has to pull the call(s) which takes 30 minutes because in their words, "We can't just take another department's word for it" should their not be solidarity amongst departments for ONE company. It has just been a huge headache since September and tired to going through the same hoops with no result.

  Business Response

  Date: 12/04/2024

  We have attempted to call the customer 2 different occasions at ************ with no response. However, we left a voice message advising that we addressed their concerns and issued a billing credit. We are closing the complaint.

  Customer Answer

  Date: 12/05/2024

   
  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:11/27/2024

  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.

  Duke energy budget billing is a scam. They claim it will save you money but then if you cancel they hit you with a large fee. I did the 3 month budget billing which is supposed to be evaluated every 3 months to avoid the astronomical charge they hit people with if they do the yearly one. However I canceled after the 3 months because I did not see a benefit like they state and because after the hurricane we were out of power for almost a week. Which also somehow my bill was higher that month even after being without electricity for the week? Then my next bill should have been $120 but they charged me an extra $100 because I canceled the budget billing. They have raised rates without providing better service. Our electricity goes out all the time. After the hurricane we had to throw all our groceries out that left us with pretty much nothing to eat and had to wait til payday to buy more and they have the audacity to price ***** people somehow. Absolutely disgusting practices by a company who has a monopoly on service around these parts.

  Business Response

  Date: 11/27/2024

  This is not the customer of record for ****************************************************
  ******** Childress
  *****************************************************
  Daytime Phone: **************
  E-mail: ************************************

  In order to investigate this complaint, the customer of record would have to issue the complaint.

  
  

• Initial Complaint

  Date:11/25/2024

  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 contacted Duke Energy on 11/25/2024 due to a cancel notice for my energy bill. Upon speaking with ***** on chat to set up an installment plan, I was informed that was not possible due to reaching the max amount of payment plans allotted in the year. Upon talking to *****, I was informed that I had set one up previously in February of 2024 - which I had done due to my husband losing his job and was the only one employed in our house at the time. We applied for a payment plan to keep us afloat. ***** informed me that there was one also set up in August. I let her know I had not set that payment plan up due to us being on one already. She let me know that she could not set up another payment plan due to the plan set up in August. When I reinformed her that I did not set that up, I decided to call in to speak into someone. The customer service *** that I spoke to also met me with the same unwillingness to help resolve. Upon asking to speak to someone else who may help since I did not make that change, and my email and bank account had been hacked; he informed me that I set up the second plan in July. Upon being frustrated due to two different months being told to me, I asked for a supervisor and the *** told me why so they can tell you the same thing Im telling you and not help too?I was shocked to be have someone be so cold and unwilling to help. The supervisor I spoke with laughed at me and kept ***eating herself and I asked for help while crying because I did not set up the second arrangement, she tells me that it was set up in September. I informed all three ***s I cannot pay that amount, but can do a new plan since something seriously went wrong since I had set up autopay in February with the original installment plan. I never made further changes or received any emails due to my information being hacked as well as my bank account. This needs to be resolved since I did not initiate this and was met with cruelty and just want to set up a plan to pay.

  Business Response

  Date: 11/26/2024

  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:11/25/2024

  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 November 25th at 1 PM, Duke Energy disconnected my electricity. I called **************** several times only to be told I made my payment and it wasnt a true disconnection but a power outage. The maintenance supervisor and technician for the apartment complex took a picture of my meter showing it was disconnected. I called **************** back again and told them this they said oh the lines were crossed. I received a call from the power outage department and they told me that my service was disconnected. Upon investigation, the meter that they disconnected for nonpayment should have been apartment 4 and I am apartment 2. I provided customer service with the meter number to apartment 4 and to my apartment. Not only did they leave me without service for hours, they also said they are refusing to compensate me for their mistake. I want compensation for this or I am going to the media and exposing them in public.

  Business Response

  Date: 11/26/2024

  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:11/25/2024

  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.

  This is against Duke energy progress there was an agreement between me and a customer service representative November ********* about a payment plan revision when I called back on the November 18th of 2024 they said that their policy changed two days after they did not tell anybody that the policy changed not by email nor by letter so now they are saying that I'm possibly going to get my electricity disconnected they will not hold to the original agreement and they're asking me for more money this is not right or Fair they should have to tell when they make policy changes they need to honor the agreement that we had I did this because I have a sister in ******* that is passing away from cancer and this is why I needed to have another revision done I'm on disability and only get $943 a month I don't feel that I should have to choose between my electric bill and being with the family member that is dying

  Business Response

  Date: 11/26/2024

  We cannot make payment arrangements with anyone other than the customer of record. To make a payment arrangement, please have the customer of record contact customer service. 

• Initial Complaint

  Date:11/24/2024

  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 paid $695.80 to Duke Energy- after they cut off my electricity, yesterday on Monday, November 18, 2024.I received a notice that -$426.42 was due November 13, 2024 5 days earlier.Furthermore, How would I owe $830.52?Out of the $830.52 they claimed I owed, $696.80 I was duressed into paying to restore my service on Tuesday, November 19, 2024.Out of the $696.80 I received text notification that $426.42 was Past Due, which means $269.38 was charged in excess of the $426.42 and not accounted for!$830.52- $697.80= $133.72 When I was sent mail stating $426.42 was due on November 13, 2024.I have been with Duke Energy since 2019.There was no need for me to have a security deposit charge of $230.00 and an additional $39.38 to pay out of pocket to get my electricity restored after it cut-off without a payment arrangement being made!I can understand a reconnection fee, however, being assessed a security deposit charge was not communicated to me.Please assist me in verifying the accuracy of the charges and reimbursement of excessive fees by this energy provider.

  Business Response

  Date: 12/04/2024

  The customer's billing has been investigated and determined to be correct. I sent her an explanation of the billing.

• Initial Complaint

  Date:11/21/2024

  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 am. 76 year old senior citizen, who has resided in my apt for 6 1/2 years, as of July of 2024, my utility bill has been increasing monthly, with no change in my routine. In July of 2024, I could no longer use my bedroom, because of water damage to my ceiling right over my bed, it was just fixed in sept, but my bed was moved to accommodate the fixing of the ceiling, but no one has moved my bed back to where it should be, having said that, I havent slept in my bedroom for 4 months, yet my utility bill has increased every month since then. Today I spoke to several customer service ***** and a supervisor, regarding this situation, with negative results. No one can explain to me why my bill keeps going up and why this latest bill, due in Dec, is $50.00 higher than last month. As a senior living in a one bedroom apt, and not using my bedroom, why is my bill increasing, and Im using less energy? Please help me resolve this issue, as I feel that an error has been made regarding my usage, and the reading of my meter. Thank you.

  Business Response

  Date: 12/04/2024

  Was unable to speak with the customer, multiple calls were made. The customers metering concerns were reviewed and, in a case, where it appears that the kilowatt-hour (kWh) or kilowatt (KW) consumption is higher than normal, we look for meter malfunction. The meter was tested on December 03, 2024.  The meter tested ******%full load, ******% light load and ******% overall accuracy, which is well within the meter accuracy that was established by the *********************************** Regulation R8-12. If the meter is accurate, then we know that the electricity the customer was billed actually passed through their meter. Assuming that no new high-load equipment has been added, and the occupancy of the home has not changed, an increase in usage is most often caused by 1)temperature extremes causing excessive running of electric heating/cooling; 2)equipment problems with heating/cooling or water heating; 3) identifiable changes in the way the customer operated their equipment, including operational errors.

• Initial Complaint

  Date:11/15/2024

  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.

  We have had Duke energy the whole time we have lived in **. The entire time we have lived here our electric bill has been anywhere from $140-157 a month. Recently I got a bill that was over $760. I was shocked to say the least. I immediate called **** and the First **** I spoke to was helpful, she explained it was very strange to see a ***** like that and to go home and shut off the breakers. The amount of KWh was over ***** which is almost impossible to do. After speaking with more people during the weekend they did a meter reading they said their meter was reading but yes they do see a huge ***** and seems a huge anamoly . We had *************** come out and check our wires and they were perplexed they have no idea why the reading was so high. Fast forward to today, we finally got through to a supervisor with ****. We explained everything to her and how something but have went wrong with the reading and this is an anomaly and that Duke people have said the same and agreed. She was dismissive, said its our bill and were going to pay it. I was so put off with her lack of willingness to help and her horrible customer service. She dismissed all of our concerns and said we thought wrong if we thought she would change the bill. Like I said before we have had a consistent bill of $150 the entire time. We have not changed any of our habits or appliances. We are just looking to get this resolved and want to also be treated with respect. It was the absolute worst customer service I have ever dealt with and the lack of help trying to figure out what the issue is is appalling but after seeing all these other reviews for similar issues it seems to be a trend with this company.

  Business Response

  Date: 11/26/2024

  Spoke with the customer and address the concerns. Provided resolution and the customer agreed to resolution provided. 

• Initial Complaint

  Date:11/15/2024

  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.

  On 11.14.24 I tried to register for electricity with ********************** Charlotte *** I am disabled and moved into disabilty housing but had fraud alert on credit. In ******* ********************** waived alert because of disability and had service there for 9 months. Charlotte ********************** refused to waive so I removed fraud alert with email confirmation from Experian. Today 11.15.24 agent said I still have fraud alert and need phone number from 2017 that I cannot locate. They refuse to accommodate me under *** as Duke Progress in *******. I still have no service in my name. I emailed Experian and wait response. ********************** ********* needs to honor *** **** as Raleigh did. Kindly assist in putting electricity in my name .

  Business Response

  Date: 11/20/2024

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

• Initial Complaint

  Date:11/15/2024

  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.

  ***** ******* is my mother who lives in *********, ** with a live in Caregiver,her power was shut off yesterday on November 14 , 2024 by Duke energy the utility company. My mom has been doing her best to make payments on her utility bill and she has proof of receipts . I LaDoya ******* who is an advocate for my mom and a remote caregiver for my mom has spoken with the utility company with a support customer representative named ****** and the other person named *** and they have not and will not turn the power back on. My mom made 2 payments for a total of $1400 for the month of September 2024. So she didnt make a payment for October 2024 because of the large payment she made. Duke Energy was offered a payment arrangement agreement from my mom but they refused. They also informed me that they had to speak with my mom, ***** ******* and get permission from her to talk to them. However they did speak with ***** ******* my mom but refused to turn her power back on. My mom has no place to go and she is disabled. She has a breathing machine that she needs to survive daily. Please can BBB connect with Duke Energy and get this resolved by accepting a payment agreement to turn my moms power back on. My mom has reached out to multiple organizations for emergency financial assistance and they refused to help her. There is rules in the area that the power cannot be disconnected if a person is elderly or disabled. Duke Energy has violated the policy. Please help us. My mom is 72 years old and she is unable to work and lives on limited amounts of resources.

  Business Response

  Date: 11/18/2024

  The customer chooses to have this issue addressed via **********************************  In doing so this has escalated beyond my ability to assist.  We are closing the complaint.