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

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

• 

  Duke Energy

  1451 Military Cutoff Rd Wilmington, NC 28403

• 

  Duke Energy

  425 Fairforest Way Greenville, SC 29607-4437

• 

  Duke Energy

  461 Winston Rd Jonesville, NC 28642-2243

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:10/11/2024

  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.

  Starting April, I stopped receiving bills from Duke Energy and their online account showed no payment/due information. Duke Energy notified myself (and assuming other customers) that there was an issue with the *** EV program that I am on and it was affecting billing. Duke Energy sent a communication in August that this would be resolved by **************** appears the company has resolved a portion of the billing issue, because on September 20, my account shows a balance due of $595.21. However, I am unable to see a bill representing this amount in the online portal. I've contacted Duke Energy and they are unable to produce a bill at this time showing the itemized charges, including solar delivery, energy costs, EV charging costs, and EV charging plan charge as well as all taxes, fees, etc. *********** representative advised there was a hold on my account, but wasn't able to resolve it, and advised she could not send a duplicate bill. A case has been opened (**********) but I feel as though this situation should not be taking months to resolve and still unresolved at this time.I am unable to validate the amount is correct based on the online information and amount due, and will not submit payment to Duke Energy unless they can provide a standard billing invoice outline all charges for 2024 by month as required. I need Duke Energy to resolve this issue.

  Business Response

  Date: 10/16/2024

  Duke Energy is aware of this issue. We have contacted the customer but did not receive a response. A voicemail was left for the customer to contact the correct team to discuss his concern.

• Initial Complaint

  Date:10/10/2024

  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 have set up 2 different payment installments for my Duke Energy bill and they keep cancelling and when I call and ask for a supervisor they give you the run around every single time. Im also being told speaking with a supervisor wont change anything because they will tell me the same thing. Now 3rd time around the installment plan has increased yet again in addition to my bill. This time I called and spoke with a representative after it was set and I told her I would make a payment that day as well. Its not right because we dont have the option to chooser another electric company.

  Business Response

  Date: 10/18/2024

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

  Customer Answer

  Date: 11/13/2024

   
  I am rejecting this response because:

   

  I have done 3 payment installments and they cancelled 2 of them and increased the last installment to 271 in addition to my monthly bill. All I am told is the system did it and its nothing they can do. My first installment that cancelled was a hundred and something and not its up to 271.
  

  
  

  Business Response

  Date: 11/19/2024

  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:10/08/2024

  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.

  Duke energy offers multiple rate plans. I asked their customer support to change my plan to time of use plan on 7-9. I was told it will be applied in next billing cycle starting 7-13. I also received a email on 7-15 stating ************ Option Alert Tomorrow, July 16th, we anticipate energy demand to be high. Remember to minimize power use from 6PM to 9PM to keep your costs low through the Critical Peak Pricing period.**** revised their rates on 8-1(used to be lower before) and i called them on 8-19 to return me back to regular rate from next bill cycle. I received following email next day: ************ Option Cancellation Thank you for your participation in the ************ Option rate. As requested, you have been removed from the time-of-use plan and your energy rate will return to the standard rate effective with your next bill ******** bill was adjusted on 10/7 for billing cycle 7-13 to 8-13. It states regular rate from 7-13 to 7-31 and *** rate for 8-1 to 8/13(13 days). I was following the *** plan timings every day to minimize my usage during peak times for 2 billing cycles only to know it was applied only for 13 days instead of 2 billing cycles. This is unacceptable as this is not what I have asked for. I was not informed why **** decided to change the rate plan as they like on random ******** requested by me and promised by duke agents I should have been on *** plan for 2 billing cycles 7-13 to 8-13 and 8-14 to 9-13.I had already called customer service and got transferred to 4 different people and was on line for 2hours+ only to know that there is a back office who does bill corrections and they confirmed that they will not be making any changes. Its upto back office to decide what charges/ rate they are going to apply. This is totally unacceptable as what is being told before is not followed in reality.

  Business Response

  Date: 10/23/2024

  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.

• Initial Complaint

  Date:10/07/2024

  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.

  **** is putting out inaccurate and blantly lying about reconnection times for power restoration. I am not sure whose idea it was to place "reconnection" times at every 48hrs with no actual information behind it. But it makes planning extremely hard and really is misleading and cruel. If **** doesn't know when the power will be turned back on then don't lie about the information. Just say "we do not have a reconnection time". 4x we had times expected to reconnect 4x we were mislead and it became disheartening and frustrating in a already bad situation.

  Business Response

  Date: 10/22/2024

  We have attempted to contact the customer 3 different occasions with no response.  We are closing the complaint due to no response

  Customer Answer

  Date: 10/22/2024

   
  I am rejecting this response because:
  I have had no contact from duke energy about this.  I can show my call log and I have not received a call from duke.

  Business Response

  Date: 10/25/2024

  Left three messages from my direct phone number. We don't offer any credits. We do offer an outage letter of the reported outage to present to *************** to help with items that might have been lose during the storm.  

• Initial Complaint

  Date:10/07/2024

  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.

  I switched bank for payment duke energy. I WAS ENROLLED IN AUTO PAYMENT BEFORE THE SWITCH BANK ACCOUNT. WHY WAS I NOT ENROLLED WITH ******** ACCOUNT. MY PAYMENT WAS LATE. DUKE ENERGY NEEDS IMPROVE THIS PROCESS

  Business Response

  Date: 10/09/2024

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

• Initial Complaint

  Date:10/06/2024

  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.

  My home, along with thousands of others, lost power due to Hurricane ******. The outage began the morning of 09/27/24. I was initially understanding of the long time-frame for restoration, and I appreciate the hard work crews have put in to restore power. However, what I do not appreciate is being intentionally mislead (if not outright lied to) about the estimation for power restoration. **** sent me both a text message and an email earlier this week stating they believed the power would be back on by 11:45 pm on Friday 10/04. This estimate turned out to not even be close, as we still do not have power as of Sunday morning 10/06. Duke themselves changed the estimate to Sunday 10/06 and announced this via the local news media, but I have not received any more direct communication from them. This is despite me re-reporting the outage multiple times to ensure it is remembered, and submitting a complaint about the situation via ***** customer service message feature on their website on Saturday 10/05. I feel I am being ignored. Late on Saturday, more of my close neighbors had their power restored, but still not myself. This is in addition to the fact that other nearby properties have had power for almost the entire event. There has been no rhyme or reason and no adequate explanation for why these outages have occurred the way they have, and I am of the opinion that Duke Energy is being negligent in their handling of the customer service aspect of this disaster. To reiterate my primary complaint, in light of all that has occurred, the prior estimation for power restoration was completely wrong, and I believe it to have been a lie meant to placate us. When this estimation turned out to be bogus, it caused tremendous emotional distress to my family and extra hardship in the form of us having to find ways to continue enduring a prolonged power outage.

  Business Response

  Date: 10/10/2024

  While most outages are caused by severe
  weather, vehicle accidents or other events beyond our control, we recognize
  that any power interruption is an inconvenience for our customers, regardless
  of the cause. A review of the outage history shows that an outage was reported
  on 09/26/24 at 9:51 p.m. There were 1,815 customers affected. The outage was
  due to fallen trees and damaged equipment from Hurricane Helene. Power was
  restored on 10/07/22 at 10:00 a.m. We attempted to contact the customer,
  without success, on two occasions to confirm power restoration. We sincerely
  apologize for the inconvenience. Thank you for
  giving Duke Energy Progress the opportunity to research this matter. 

  Customer Answer

  Date: 10/14/2024

   
  
  I am rejecting this response because:
  
  The company continues to lie about the situation. There is no conceivable way that two attempts were made to contact me for the purpose of confirming the status of my power, and both of those attempts being unsuccessful. I can say this confidently because the company did successfully email me multiple times during the course of this event, including one acknowledging their receipt of a complaint I messaged directly to them. At no time did I receive an inquiry about whether my power was back on, and I challenge Duke Energy to provide proof that they attempted to contact me as they say. Their response does correctly report the eventual time of restoration, but at this time I will not be engaging them via any other route besides the BBB. This is because they continue to show a pattern of dishonesty. I was content that my original point was made when I got the email directly from them, but unfortunately I now feel obligated to refute their further lies in the interest of good business practices. All I wish is for Duke Energy to admit that this entire situation was handled poorly. 

  Business Response

  Date: 10/14/2024

  We sincerely apologize for the
  inconvenience and frustration that the customer experienced. However, our
  position has not changed regarding the restoration of service and the attempt
  to contact the customer on the number provided via his complaint. I reached out
  to the customer via phone call on October 7th at 11:38 AM and
  October 10th at 8:56 AM with both attempts stating the customer was unreachable. Thank
  you for giving Duke Energy Progress the opportunity to research this matter.

  Customer Answer

  Date: 10/15/2024

      In regards to the company’s attempts to contact me, I was able to confirm that I did have a missed call from a number unknown to myself at one of the exact times they claimed to have called. I appreciate that I can now see that this effort was made. I consider this matter closed, but in this day and age of widespread spam calls, I would like to suggest the company leave a voicemail to identify themselves. If that function is for some reason not working, then perhaps try other means of contact such as email, and specifically reference the phone call attempt. The only emails I received were generic emails regarding status updates, and the one which referenced my complaint but made no mention of any phone call attempts. It asked me no questions, and simply instructed me on how to contact customer service myself. I want Duke Energy to understand that from my perspective at the time, my concerns were not being adequately addressed. Even if in reality attempts were being made. I hope that in the future more due diligence can be used. 

• Initial Complaint

  Date:10/04/2024

  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 have attempted to include my entire email thread trying to get resolution on this issue which is now 3 months old. It is attached in the upload section Quick summary:- My elderly father (90 years old) lives at **********************************************************************- I care for him and am the Power of Attorney for all of his affairs - Duke Energy was replacing poles along *************** in ************ during June/July - Team ****** was their subcontractor doing the work - Team ****** was witnessed by my neighbors driving a line truck and a loaded dump truck over the septic field without asking permission. - I noticed the damage when I pulled in to check on my dad on July 3rd. I have pictures and witnesses. - I immediately filed a claim and was passed off to ********. I have continually gotten the run around with no resolution for 3 months now. I cant even get a response from Duke or Team ******. The entire email thread is attached below and the most recent correspondence was sent to the **** CEO and the Team ****** President. The top request for a response was sent this morning 10/4/24. I need help!Duke nor Team ****** has contacted me at all.

  Business Response

  Date: 10/22/2024

  We contacted ***** ****** on three different occasions at ************.  ***** ****** is not the customer of record and there is no ********************** of attorney on file.  We are closing the complaint due to no response.  

  Customer Answer

  Date: 10/25/2024

   
  I am rejecting this response because:  I have been in direct contact with Team ****** - A sub of Duke Power as well as their claims company Sedgwick.  Their statement that I cannot be reached is entirely false.  I have received a rejection from the sub Team ****** as they state that they did not remove the pole and the telephone company did.  I reached out to the telephone company AT&T and filed a claim with them (also through Sedgewick) and as of yesterday, their official response was that they never remove poles.  I am sending an email to all parties including the contact I have been provided with the Better Business Bureau as of today 10/25/24.  

  As Duke Energy was replacing the poles with their sub, Team ******, and the entire reason that the old pole was removed is because of this replacement of a Duke Facility.......no matter who removed the pole, this claim should remain open until I, as a customer have someone admit to the wrongdoing.

  I did not remove the pole, I did not damage the yard, and someone needs to be mature enough to step up and do the right thing.  

  If someone from **** truly wants to get in touch with me, they can reach me at ************. If I do not answer, please leave a voicemail and I will return your call.    I can also be emailed at ******************************************.  I will be glad to share the *** documentation with anyone if necessary.  

   

   

  
  

  Business Response

  Date: 11/07/2024

  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: 11/07/2024

   
  I am rejecting this response because:
  

  I have been in contact with ********************* and we are finally making some progress.  At this juncture, they have requested that I obtain a quote for the repairs, which was finally requested formally yesterday (11/6/24).  Once I receive the quote for the repairs and send to them, we will see where it goes from there.  I am hopeful that we are heading in the right direction but since it has now been more then 4 months of no resolution, I kindly request that this BBB claim remain open.  Once I am reimbursed for the repairs in full, I will then and only then consider it closed.  

  
  

• Initial Complaint

  Date:10/03/2024

  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.

  For the past 7 days, we have had power out in the area of *******/ near *******. Every time there is an outage, they come to our area last. Its like they save all of the real work that will take longer for the last minute. They are lazy and slow even though they have tons of help. My child is getting eaten up by bugs because we have to have the windows open at night in order to be able to sleep in this heat. They should be working 24 hours a day with this kind of outage and I see pictures of them eating for free at sit down luxury restaurants when they should be getting food to go and getting back to work

  Business Response

  Date: 10/09/2024

  We have attempted to call the customer three different occasions at 864-478-7496 with no response.  We are closing the complaint due to no response.

• Initial Complaint

  Date:10/02/2024

  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.

  My power has been off since 09/26/2024 due to Hurricane ******. At this very moment there is no one in the area, working to get the power restored in the ************* area. Trucks and lineman are scarce and when they are seen they are just standing around. Duke Energys rates have been raised ridiculously, but we cant get the product that we have to pay for. We could help others, especially in the ********* area and areas hit worse if we could get some help. We are suffering and Duke Energy states that they are not responsible. They did not prepare for this weather and are not trying to provide the service that they offer. No gas nor groceries on this side of town and no one has came to this side of town to offer resources. The people on this side of town cannot get to resources if they can not get a working gas station. Duke Energy has been negligent to lower class neighborhoods and served higher class neighborhoods first who have access to resources being given out. RESTORE OUR POWER!!

  Business Response

  Date: 10/07/2024

  We contacted the customer and addressed their concerns. We explained our process and apologized for any inconvenience. We explained the outage is due to Hurricane ****** causing significant structural damage in parts of the state. We worked to restore service as quickly and as safely as possible. We are closing the complaint.

  Customer Answer

  Date: 10/07/2024

   
  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:09/27/2024

  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.

  I called duke like I always have been for the past 60 days because my bill went from $700 to $3,500..to *******.. so I call on 9/27/24 around 3:40 3:35.. now everytime I call the rep. *** for my name address last four of the social security number. Well this lady said mine was wrong then ask for the whole number again. Me not thinking I gave it to them I didnt realize what I was giving her at the time but then I did so I questioned her about it and she said they didnt have it now its updated in the system.??? I ask to speak with a supervisor becausethey record every call what the representative said to me but would not let me speak with one. When i hung up an call again asking to speak with a supervisor a different representative tells me why the other representative did what she did, when I ask to speak with a supervisor from her line, now Im asking my self why would you try an justify anything from a conversation you havent heard?? A she did not let me speak with any!! An all I want to know if someone can listen to the conversation we had?!?? an if my social security number stolen?!?? I think it is!

  Business Response

  Date: 10/04/2024

  On 9/30 a voicemail was left for the customer to call ********************** representative.  A callback wasn't received from the customer.

  The current account was originally established on 6/8/24 and the *** and DOB were provided. On *******, an audit of the account concluded that the *** information was incorrect. Therefore, it was removed from the account. On 8/6/24, a phone call was received from customer who called in to update the ***. Customer was advised that the department that could assist was not available. Customer was given the hours to call back to update the account.The specialist also reviewed the account balance and charges that had transferred to the account. Per the request of the consumer, we have listened to three phones calls from 9/27/24

  The 1st call was at 3:29pm. The specialist explained that some of your information was not on file. She then asked for the entire ***, in order to update the account. The specialist offered a supervisor callback. The caller would not give a reason for the callback. The specialist didnt issue a callback request.

  
  The next call was @ 3:54 pm and the specialist reviewed the notes from the previous call. The caller provided a reason they needed to speak with a supervisor. The call was eventually transferred to a supervisor.

  
  The next call was @4:10pm. The supervisor attempted to explain that a 2nd ID was needed on the account. Supervisor added that on 8/6, customer called in to add the ***. The customer ended the call and didnt want to discuss the account.

  
  There has not been any fraud or misuse by **** with the ******** was following the process of having the correct identity information on the account.