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

  848 Bypass 72 NW Greenwood, SC 29649-1202

• 

  Duke Energy

  920 Beaumont Ave Spartanburg, SC 29303-3139

• 

  Duke Energy

  500 Utility Dr Clemmons, NC 27012-8337

• 

  Duke Energy

  664 Issaqueena Trl Central, SC 29630-4434

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:10/28/2024

  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.

  In July and August I received multiple notices of rebates I was eligible for as a customer of ********************** for a thermostat. When I go to check out (on their website) to purchase the thermostat they would inform me that they can't verify that I'm a customer based on my account number or my address. I have timely paid three energy bills and should be eligible. When I contacted customer service, they said it was an error in their system that could take a few months to repair (an insane timeline, but ok...). It has now been months, no follow up from the company, still not able to get my advertised rebate. I'm requesting the company either stop advertising these rebates, or they actually let me get my discounted smart thermostat. I've overpayed an estimated 20% on my electric bills these last 3 months by waiting for them to fix this issue. I've contacted customer service twice now and they've been useless each time.

  Business Response

  Date: 11/07/2024

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

• Initial Complaint

  Date:10/28/2024

  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 tried to get power switched into my name on a property I bought and they came out turned it off and are tring to extort thousands of dollars from me to get power.

  Business Response

  Date: 10/28/2024

  The customer has brought this issue to the ********************************* twice and have been advised by the commission and the company of the tampering of the meter and meter base at the premise. We explained the process and apologized for any inconvenience. The customer has been advised of ********************** Protection and has been quoted the requirements needed to restore service to the premise. Please let me know if you have additional questions

  Customer Answer

  Date: 10/28/2024

   
  I am rejecting this response because:
  The previous owners should be responsible for this.  Tring to get thousands of dollars from me is extortion.  

  Business Response

  Date: 10/29/2024

  The service remained in the customer's father's name though his father passed away in 2021.  The customer's mother remained in the home, but passed away too, in 2023. The service has been disconnected to the home since April 2024 due to meter tampering and jumpers were found in the meter base.  Also in April, the customer called trying to start service at the home in his name.  He was advised of the Energy Protection violations found at the home.  The customer informed this is a family home and inherited the home. In July 2024, the company received a General Warranty Deed dated June 6, 2024.  Also in July, the company received a call from someone stating he was the deceased owner, and he was going through a divorce and had nowhere to go so he needed power restored. The customer has been advised of the tampering of the meter and meter base at the premise and has been quoted the requirements needed to restore service to the premise. Please let me know if you have additional questions.

  Customer Answer

  Date: 10/29/2024

   
  I am rejecting this response because:
  The bill was from previous owner.  I was not involved in the making of the bill so therefore not responsible for the thousands of dollars they want.  

• Initial Complaint

  Date:10/23/2024

  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.

  Dear Duke Energy Customer Service,I hope this message finds you well. I am writing to formally express my dissatisfaction with the recent tree cutting operations conducted by Duke Energy near ****************************************************************On October 23rd, at approximately 1 PM, I observed that your crew cut down a couple of trees and limbs along the roadway. While I appreciate the work being done to maintain the area, I was disappointed to see that the last few days the crew had cleaned up thoroughly, today they simply piled the cut branches and debris into the ***** nearby.I called Duke Energy to report this issue and spoke with ******, who informed me that someone would follow up with me within five days regarding my complaint. I find this frustrating, as I believed my conversation with her was intended to address my concerns directly. Additionally, as I work 12-hour shifts in police dispatch, I am unable to take outside calls while on duty. I expressed this to ****** and asked if any action would be taken if I couldn't answer, and was told that it likely wouldn't.I believe it is reasonable to expect that Duke Energy should clean up the mess left from their operations without requiring me to provide the same information multiple times. My address, Social Security number, and phone number were all verified during my call.I kindly request that you address this issue promptly and ensure that the area is cleaned up appropriately. Thank you for your attention to this matter.Sincerely,***** ********** ************************************************************** ************ ******************************

  Business Response

  Date: 10/29/2024

  We have reached out to the customer to resolve his concerns.

  Customer Answer

  Date: 10/30/2024

   
  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:10/22/2024

  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 tried to open an account with ********************** today. They insist that have get a soft credit report with Experian and only Experian. My account is frozen. I explained that information at Experian had been compromised and I can not access any of my information. I called those people 5 times only to be hung up on and unable to be transfer to a human being. That is an example of the poorest CS ever. I offered a deposit, produce my passport, banking information and drivers license. I offered to present my information if person. The ** representative supervisor just kept repeating herself as if I didn't hear it the first time. I explained it to her again. I can't access my Experian information. There has to be a way to open an account without using Experian. If you don't have the process in place then you need to develop one.I'll be standing by.

  Business Response

  Date: 10/30/2024

  All move-ins for individual ***************** require an ID check to see if there are red flags that need to be addressed before we can grant service. Mr. ********** contacted Duke Energy on October 22, 2024, to complete an application of service, and it was advised that the customer has a freeze on his credit profile. Mr. ********** was advised to contact Experian to lift the freeze or get a pint number, so that we can run the credit check. 

   

  Customer Answer

  Date: 10/30/2024

   
  I am rejecting this response because:

  I explained to the ** rep *** that I am having issues with Experian that are beyond my control. As of this moment I have not had a productive conversation with a ** representative at Experian. 

  I had no other issues with obtaining service with any other utility/provider doing a soft credit check. 

  To deny electrical utility service to a residential customer and having a monopoly to boot should be investigated by the State of NC. 

  For a utility company to rely on a sole agency to establish service, and when that company (Experian) has a poor reputation itself is absurd. 

  I can provide the necessary documentation as I mentioned before in order to open an account. 

   

  
  

  Business Response

  Date: 10/30/2024

  Our position has not changed. As stated before, the customer must contact Experian to lift the credit freeze or retrieve a pin number to establish electrical service.
  

• Initial Complaint

  Date:10/21/2024

  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 - there are so many issues with Duke Energy, but my biggest concern is that the quarterly budget is impossible to understand, misleading and I believe it is not calculating the charges correctly. There is no transparency in the method for the ****ing. My account shows a deficit of $703 and an increase from $267 to $426 next quarter. These egregious amounts prompted me to do a deep dive into my all my past statements and it has just led to more confusion and frustrations, with no answers. There is no one at all to help you. I should not need a *** to understand my energy ****, and there should be someone at **** that can explain itwhich there is not. I have not found anyone who can accurately explain the deficit of $703 and the increase from $267 to $426 next quarter. The math does not math. The website and the monthly ****s clearly say that At each quarterly review, we may adjust the amount of your monthly charge based on your usage over the previous 12 months. If that was the case, averaging the most recent *************************************************** deficits should be the new quarterly payment. That is not the case. The customer service supervisor told me that the *** amount on the monthly **** keeps rolling over to the next month. But that math does not add up either. I calculated the average usage from the last 12 months as my **** says but the amount does not equal $426, it would be $315.97, not to mention the supervisor could walk me through any math that equaled the $703 deficit amount, she tried but couldnt get her math to equal the amount either, all the explanations equated to different numbers or held no logic.

  Business Response

  Date: 11/01/2024

  We have confirmed that there was an error in the pricing data used during the customers budget bill renewal calculation. The error has been corrected and the customers budget bill renewal amount will be adjusted before the next invoice. We apologize for any confusion or concern this may have caused. 

• Initial Complaint

  Date:10/21/2024

  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 refuse to give me my refund and do a proper investigation. I spoken into several representatives over the last month and I keep being told they need to put in a claim.

  Business Response

  Date: 10/25/2024

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

• Initial Complaint

  Date:10/21/2024

  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.

  I am enrolled in Duke Energy's Budget Billing and have used United Healthcare to make the $25 monthly payment. Never missed a payment. NOW I have a past due delinquent bill of $86.94. I contacted DE via live chat and was told the credits had been incorrectly applied????? When I joined the program NO WHERE did it say I would be paying an extra $25 along with the budget payment of $25. If I had known this I wouldn't have signed up. But noooo, all I got was Statements thanking me for paying my $25 and that was it. Nothing more. Now, they tell me I have to set up a 6 month payment arrangement to repay credits THEY mistakenly applied?!!!!! Just HOW in the *** **** does THAT work?!

  Business Response

  Date: 10/24/2024

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

  Customer Answer

  Date: 10/24/2024

   
  I am rejecting this response because:
  

  I have no missed calls or voice messages from Duke Energy. Not one. What would be the number since I do not accept unknown callers due to being spammed relentlessly. I have not received emails either which is my preferred method of contact. 

   

  Thank you

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

  Business Response

  Date: 10/24/2024

  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: 10/24/2024

   
  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:10/15/2024

  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.

  October 11th I spoke with a supervisor by the name of ****** ******, we spent about a hour going over my account from top to bottom.He reassured me that I did not have a balance on a past account. I asked him several times throughout the phone call just to make sure. I also asked him for email confirmation that I did not owe a bill, he told me after the phone call I would receive the email. I never received the email which prompted me to call back. I was then told by another manager sorry for the incorrect information that he gave you but you do have another bill that you have to pay. I called several times trying to get clarity and understanding of being misinformed several times by several different managers. This is literally the worst company I have ever done business with!!!! I hate moving forward there is not another company that services my area because I hate to give them my money!!!! The managers have no idea what they are talking about They tell you anything they price ***** cant explain why you have to pay this price and the customer is just stuck paying. I was charged a $270 bill that no one can explain the usage for. The total balance came out to $470 which is completely outrageous. I literally HATE this company!!!!!!!

  Business Response

  Date: 10/22/2024

  An email has been sent this morning advising Ms. ****** that her balance is correct. Her final bill from a previous location has correctly been transferred to her current account. She was given incorrect information by customer service that has been addressed. Thank you.

• Initial Complaint

  Date:10/15/2024

  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 am on the level payment program through ****. On Saturday, one day after my power came back on from the ****** ***** after 2 weeks, I got an email stating that my level payment amount was going up by almost $50 per month. I find this extremely unlikely that we are using more power because the number of persons in my household has shrunk from 5 to 2 over the last couple of years with kids going off to college and such. Additionally, I get a home energy report from **** showing that I am using less power each month compared to previous year. Also, I have enrolled in a Duke program where they can adjust my house's thermostat in times of excessive power usage in our area. I was on the phone with them for over an hour. The first ********* I spoke to said he found some errors in their calculations, but he had to transfer me to someone else to get the corrections made. The woman he transferred me to was rude. She would not let me complete a sentence, and she totally discounted my concerns as that's just the way it is. She provided me with no viable solutions except to come off of level payment plan and "see what happens".

  Business Response

  Date: 11/01/2024

  We have confirmed that there was an error in the pricing data used during the customers budget bill renewal calculation. The error has been corrected and the customers budget bill renewal amount will be adjusted before the next invoice. We apologize for any confusion or concern this may have caused.

  Customer Answer

  Date: 11/01/2024

   
  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:10/14/2024

  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.

  Im not liable for this depth. I do not have a contract with Duke energy collection agency. They did not provide me an original contract as requested! I demand this account to be removed from my credit report!

  Business Response

  Date: 10/22/2024

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