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

  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

• 

  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:06/18/2025

  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.

  Paid duke energy $3,973 last Thursday to reconnect power, it's been a week and still now power. The one guy that fid come out asked my 14 year old son what he was supposed to be doing, my son told him and the guy got back in the truck and left. It's been a constant back and forth with the company.

  Business Response

  Date: 06/26/2025

  We researched and found that the customer’s account closed on
  May 29, 2025 with an ending balance of $3,973.29, which would be the amount to
  start new service. The customer made two payments on June 13, 2025 in the
  amounts of $2,253.70 and $1,719.51, which totals $3,973.21, $.08 cents short. She
  has since paid the $.08 to satisfy the balance that closed the account. She
  reached out and we have re-started her services. When an account is disconnected
  for payment, customers have 10 business days to pay to reconnect services or
  their accounts will close out completely and they would need to apply for new
  services, so her services not being restored may have been a mutual miscommunication.
   We appreciate the opportunity to resolve
  this complaint. 

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For months Ive been asking why my bill was so high no one could tell me. I received a plead to help with my bill of $600 when the bill never went down I was told the plead never came through so $600 was applied back to my account. After numerous calls since December. Im told the plead went through already and my bill is just high. I went on a payment plan of almost $400 because all during the time of them telling me a plead is pending to a plead never came. I was told to make payments minus the $600. After going back to my January bill myself I see where they applied $400 from a previous account and also charged it off to my credit report in the same month. I asked about the amount and Im told it still on my bill and to dispute with credit. It has already hurt my credit. I feel mislead because the $400 was charged off then applied to the account so now its like double for me. I it taken off my electric bill and I settle it through collections. I cannot afford an almost $4000 payment plan on top of a current bill.

  Business Response

  Date: 07/01/2025

  Spoke with the consumer about the issue regarding their bill, advised the consumer that a billing history will be sent for their review. Also, I was able to extend the payment arrangement to a more affordable monthly amount being that this was the first payment arrangement for this account. The consumer was pleased.

   

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the last 24 months, service through duke energy in ****** has felt like a 3rd world country. Since the beginning of June, myself and 2500 customers have been without ********************** on 4 separate occasions. The town of ****** continues build homes, approve duke for service and **** has made minimal investments to improve infrastructure. Each power outage that has occurred without severe weather indicating a this has been a growing issue that has failed to catch the attention of Duke energy.

  Business Response

  Date: 06/17/2025

  Late yesterday afternoon a power outage occurred affecting parts of the ****** community. Though our crews responded quickly and were able to restore service in just over an hour, we realize that recurring service interruptions are frustrating. We remain committed to reducing outage frequency in your area. Work to improve the reliability for the greater **************** will occur daily, carrying through the summer months, along with periodic updates on our progress. Thank you for your ongoing patience. 
  

  Customer Answer

  Date: 06/17/2025

  Outage dates (not even all of them) 
  
  9/3/24
  9/10/24
  9/27/24
  9/28/24
  11/6/24
  1/14/25
  2/16/25
  3/26/25
  4/28/25
  5/3/25
  5/20/25
  6/6/25
  6/9/25
  6/16/25
  
  You choose SUMMER time, and YEARS after the issue has been known to react by enforcing rate increases between ********* to pay for a project that should have been addressed years ago. How can a company pass on expenses for their operational neglect to homeowners? We receive inconsistent service now at a premium rate and the excuse is, we acted fast on an issue that shouldve never occurred when no weather conditions are in the affected area. Many of us rely on consistent/reliable infrastructure to collect a paycheck and theres only so many times we can be disconnected during an important business call before it begins impacting our livelihood. The amount of outages during perfect weather conditions and normal business hours is unacceptable and theres only so many times we acted fast to correct the issue will be an acceptable excuse for our employer. 
  

  Business Response

  Date: 06/17/2025

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

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a deposit with Duke energy of $****** when i began my account with this ********************** and I was billed another deposit on my June 2nd bill. I contacted **** to notify i was charged another deposit in error and was told that the power services was set to be disconnected on April 15, but on April 15 I made a payment to bring my account current. The bill amount was $175.30, and I was told even if the services were turn off or not they billed another deposit and I was told it was a system issue and shouldnt be charged for a deposit and the charge would be removed but the ****** was never removed. I contacted **** on 6/9/2025 and was told I cant dispute the charges and its not fair to charge another deposit, and was told when the system bills charges, they cant be removed and this isnt fair due to I already paid one deposit.

  Business Response

  Date: 06/17/2025

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

  Customer Answer

  Date: 06/17/2025

   
  I am rejecting this response because:
  Nothing happened the call consisted of someone saying nothing can be done. I explained a payment in full the same day as the power was set to disconnect and its not fair if the payment was made same day I was billed a deposit when I had a deposit when starting services again in 2022. I was also told the deposit will accrue interest over the period its on and its another way for Duke Energy makes money off the customers. Please help. 

  Business Response

  Date: 06/19/2025

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

  Customer Answer

  Date: 06/19/2025

   
  I am rejecting this response because:
  The concern wasnt resolved. I was told the company wasnt willing to waive the deposit, and the charges cant be taken off. It would be great if representatives of the bbb can provide assistance in this concern and maybe the outcome can be discussed. Duke energy has advised theyre unwilling to partner with this concern. 

• Initial Complaint

  Date:06/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Duke Energy Progress has been sending multiple bills (2) which are due within the same month for services provided. I have been paying Duke Energy Progress bills twice in the same month (example: 03/01/2025 and 03/28/2025). This have been happening since 2023 when the account was established. Here are the bills and their due dates, along with each bill's payment history:* 05/03/24 & 05/29/24 * 07/02/24 & 07/30/24 * 09/02/24 & 09/20/24 * 01/01/25 & 01/31/25 * 03/01/25 & 03/28/25 * 05/07/25 & 05/30/25 Duke Energy Progress customer service has been contacted, via telephone, for each multiple monthly bill received, without adjustment or resolution.This practice is unfair. Customers should be billed ONLY ONCE PER MONTH just like any other services being paid for (credit card, mortgage, phone, cable).Please assist.

  Business Response

  Date: 06/20/2025

  We contacted the customer and advised we may have identified the cause of the issue and are currently working to resolve the situation.

  We will provide an update to the customer once more information becomes available.

  Thank you for allowing Duke Energy to investigate this matter.

  Customer Answer

  Date: 06/24/2025

   
  
  I am rejecting this response because: The problem has not been completely resolved. Communication with the company indicates that a possible resolution is being worked on, however not in place or implemented. Waiting on final decision and actions from company.
  
  
  

• Initial Complaint

  Date:06/12/2025

  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.

  Ground wire I top of ground where you can trip on it or hit it with weed eater or lawnmower. I called **** to report it and they sent someone out to look at it and told me it would be buried but instead left note on door that its a ground wire, no hazard and ok to look like that. That is unacceptable ! It is dangerous having it like this where we walk. Called again and they just keep saying technician (who walked around our house in 1 minute according to our security camera) said its ok to look like that.

  Business Response

  Date: 06/13/2025

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

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising 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 duke energy $200.90 know it wasnt the full amount to reactivate wasme power, I did this on the 8th June. They had not taken my payment as of 6/10/2025 at 6:00pm. After I had already gone to my adopted mom and paid up what was due plus a re-activation fee before they processed my $200.90 payment toward the bill! Regardless of the balance which is not due till July they have been very uncooperative in canceling my $200.90 payment, which I have proof of, after I have already payed them! I have been in contact with my financial institution and duke energy as well. Had them on a combined phone call because one was saying one thing and the other was saying something different. I was hung up on and am now seeking your guidance!

  Business Response

  Date: 06/12/2025

  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:06/10/2025

  Type:Sales and Advertising 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 had a bill for $100 before July 1 2025 to bring account current and avoid disconnection. I have paid up to date. I was surprised I had a late payment or disconnection warning. I came home on 06/09/2025 to no power and had to pay over $300 to get my power turned back on plus a reconnection fee and a request for a down payment for future business. I HAD A BILL DUE BY JULY 1 2025 I have the bills, screenshots etc CAME HOME ON JUNE 9 TO NO POWER AND A DEMAND TO PAY FEES ETC. This needs to be corrected. I will contact attorney general and ******** etc. This is THEFT!!!

  Business Response

  Date: 06/13/2025

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

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Duke energy sent me the latest bill and it jumped up double from the previous months and the trend for my home. They had the person come out to read the meter again and the chagres did not change. We did not have any changes in our home that would have caused the higher bill and I dispute the charges. **** can not and will not explain how my bill jumped up to almost 700$. I need this bill reviewed and credited. We did not use this much energy and I have seen the law suits wth Duke and fasly meter readings. I am on hold for supervisors for hours. I was on the phone for over 2 hours on Friday, speaking with ****** and then ******* and no resolution. I am on the phones again today and over an hour now with no resolution and no one to speak with because they dont have leadership to help resolve issues

  Business Response

  Date: 06/13/2025

  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:06/08/2025

  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.

  Multiple times in the last 12mo have we experienced power outages. Rainy days, out. Thunderstorms, out. Sunnu and no cloud in the sky, out. Now we had a storm come through, typical warm weather storm, and here we are 24 hours without power yet out neighbor 30 yards from us had power. I've never been the one to complain, but it seems like our circuit is always, ALWAYS, affected by the most minor thing in our service, yet out bill always stays consistent. On our circuit, there was 340 customers without **********************,. neighbors circuit was at 320.....yet we sit in darkness and 82 degree house. We have been without power since 06/07/25 at 6:20p and I guarantee we will the last area to have power restored. I'm expect better, I expect whatever 3rd party company you contract to, to assess the magnitude and repairs vs the "good ole boy" bs that is clearly evident. I've loved in ******* my whole life, I've lived at my current address for 14yrs and this isn't the first time I've without power over 12 hours multiple times. My refrigerator, everything is ruined, my freezer is ruined....are you going to reimburse for all those cost????Will be more than glad to upload ******* receipts of Briskets, Boston butts and various other frozen items Again, not the one to complain, but at this point the is ridiculous and I'm out an absurd amount of money

  Business Response

  Date: 06/16/2025

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