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: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.
  

• Initial Complaint

  Date:09/26/2024

  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 with Duke energy that was paid via the hope program and now its showing up on my credit again and its been paid in full.

  Business Response

  Date: 10/14/2024

  We have attempted to call the customer 3 different occasions at (727) 336-0390 with no response.  We are closing the complaint due to no response.

• Initial Complaint

  Date:09/25/2024

  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.

  Duke Energy from ************** sent me a bill from my previous address, I never received the payment because I moved out of the state. I did make my payment before I left but for some reasons I needed to pay more. I paid the balance in full but they still sent it to my credit. Its not my fault because I never received the payment, I paid them their full balance I want it to remove from my credit history.

  Business Response

  Date: 09/26/2024

  It is the customer's responsibility to update their forwarding address with Duke Energy to ensure they receive their final bill or credit owed after closing their account. Outstanding balances are reported to the credit bureaus (Experian, *********** and Equifax) approximately 30 days after they are placed with a collection agency. Paid debts are not removed and will reflect as 'PAID' on the credit bureau file for seven (7) years. 

• Initial Complaint

  Date:09/25/2024

  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.

  We put In a request for some to look at my grandmothers light pole because there is vegetation grown on it from a neighbors tree. There are also cables loose from the pole. We were told that a solar ticket was put in for the cables. The engineer said **** cant cut the vegetation even though my grandmother pays for the pole monthly. We never her anything about the loose cable and just want to make sure this is ok and safe because she had a bad storm last night and is really nervous about the cables hanging with the vegetation. I would like to know the status of the ticket. We never saw anyone come when I was in town. Order: ********

  Business Response

  Date: 10/01/2024

  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.

  Customer Answer

  Date: 10/02/2024

   
  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:09/24/2024

  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 closed my account on 1/4/2024 after moving from ***********************************************************************. I requested new service for my present residence on 2/2. I made a payment which was the balance from my previous address in order to establish a new account. The representative assured me that there was no other balance, and I was able to establish service at my present residence. Three months I received notification from ******** that there was a new collection on my credit report. I called the collection agency to find that it was from Duke Energy. I made three different attempts to get more information, and the first two representatives told me that they could not see anything on my account. On the third attempt, the representative told me that it was due to terminating a Lightning Contract, which I knew nothing of. She stated that it was from having an extra light added to my light post. I was not told of any such contract, and neither was there any such invoice billed to me, which the representative for Duke Energy also confirmed. however, it went straight to collections. I am asking that this be removed from my credit report, immediately, as it has caused my credit score to decrease. If I truly owe this amount, I will be glad to pay in full, after it is removed.

  Business Response

  Date: 09/30/2024

  On behalf of Duke Energy Progress, as of September 30, 2024, the termination fee for the area light has been waived. Thank you

  Customer Answer

  Date: 09/30/2024

   
  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 especially if it is remove from my credit report  

  
  
  Thank you. 

  
  

• Initial Complaint

  Date:09/23/2024

  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 received a bill on 9/19/24 from Duke Energy for the amount of ******** dollars with a due date of Oct 15, 2024. When I called Duke Energy I was told they had a "glitch in their system" that forgot to draft the Autopay from my checking account. I was billed for Mar 1 to August 31, 2024 even though their records show I payed via Autopay for the months of March, ****** *** and June. There corrected bill that was sent is not accurate and I feel I am being overcharged for something that is Duke Energy's error.

  Business Response

  Date: 09/23/2024

  Good morning,

  I apologize for the inconvenience; however, this customer is located in **************. Please forward to the ********* BBB for assistance.

  Thank you,

  Amber

  Midwest Consumer Affairs

  Business Response

  Date: 09/26/2024

  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: 09/30/2024

   
  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:09/22/2024

  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 Power Carolinas Experiencing bi-monthly OR more rolling blackouts -exceeding 4 hr. food safety limit AND/OR -NOT receiving promised communication from DPC when power was restored -NOT receiving promised communication from DPC as to cause of outage These rolling blackouts are impacting FOOD SAFETY and SIGNIFICANTLY IMPACTING CUSTOMERS BUDGETS. Having to regularly DUMP FOOD because of 4 hr limit EXCEEDED or DPC NOT providing POWER ON time is exploitive and predatory business *********** addition, DPC is offering NO ************** addition, this area has been scouted and surveyed 3 times this year for quality inspections. Some poles in the arealeading to and ON residents properties are over 40 years ****** is obvious this area is not a priority for DPC ROI -suburban -not densely populated -not high energy usage/time These are EXPLOITATIVE and PREDATORY practices where DPC takes advantage for DPC benefits.I have in good faith called DPC and receive the identical script acts of nature, etc. Weve had several power outages on clear and not windy days. Thank you.Respectfully,Dr. *. ******

  Business Response

  Date: 10/03/2024

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

  Customer Answer

  Date: 10/04/2024

   
  I am rejecting this response because:
  I spoke with Ms. ***** and we agreed under the current disaster circumstances field engineers etc. need to focus efforts on those impacted.

  She agreed Duke Power will follow up with:

  1. Determine & provide the expected date of pole/equipment upgrade /repairs specific to this area ****** ** Kestrel Keep.

  2. Look into the erratic text communication. So we have CONSISTENT power outage & restoration times to determine food safety window.

  3. Ascertain the reason and provide concessions to customers in good faith from ********************** for the intermittent power outages occurring monthly.

  Thank you. Respectfully, Dr. ** ******

• Initial Complaint

  Date:09/22/2024

  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 closed my acct on *******, balance due was forwarded to my new address at ******************************. Paid immediately. Refund due on account approximately $484.00. I've called numerous times to ask about my refund I was told 1. Mailed to **********************************, an address I haven't lived at in almost 3 years.2. Called again told I would have to wait until 8.23 for a new cycle. 3. Called and told that it was mailed. Made sure correct address was on file. Was told it may be delayed due to holiday??4. Again, last week, called told another story the check was mailed 9.16, verified address and still NO REFUND.This has been a nightmare, lies from Duke Energy, but if I was late they would charge me a late payment fee or cut off my service. My account holds a very large credit and as I've moved I need my refund.I've asked to speak to accounting and was told they don't take calls.Please intervene on my behalf, because I keep getting the run around and it's unacceptable. I also receive updates from the *********** and nothing has been received. Thank you for your assistance in this matter.******* ******

  Business Response

  Date: 09/25/2024

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

• Initial Complaint

  Date:09/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from my previous address in 2021 with the services was with Duke Energy in April 2021. I moved to my new address and did a transfer of service after that in April 2023 our services was disconnected for nonpayment After we had made a payment previously the week before of over $600 the next day I was able reestablish the service under my name and not my ex-husbands name. I was told that that large amount and it would be sent to the complaint department because I should not have to pay it. Upon Duke Energy sending me invoices of bills for my previous address there were bills not only in his name but in another womans name that I do not know nor did he know here in 2024 Monday of this week my service was disconnected again upon calling Duke Energy to find out how to reestablish service and find out what was going on. I was told that we had to pay $5500 to reconnect service, so unfortunately what they did was that previous? That was my ex-husbands name as well as the other womans name and add it to my account which now theyre trying to make me liable for my children and I have been in a hotel since Monday the day that they cut the services off, I just want to try and set up payment arrangements even if I have to accept the fact that that balance has to be paid. I just want to opportunity to set up payment arrangements and Reestablish the service and get myself and my children out of this hotel , I have a disability and just want to be back in My Home.

  Business Response

  Date: 09/23/2024

  The customer chose 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:09/17/2024

  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.

  * The first interaction date was June 12, 2024. I paid $84 to transfer my electric to my current address. My First bill came in the mail sometime in July and my bill had a balance of $538 plus my current bill status, I called and asked them. Hey what was this $538 bill from they said it was from my address that I did not live at I explained to them I had Duke energy from 91 2021 at a current address is mine of ********************************************************************************************** ive been transferred my address from there to *********************************************************************************. They gave me that I had a balance on my account for $250 set up fee that was on my first month bill when I moved from *********************** in June I had a credit on my account for $251. I called Duke energy multiple times to try to rectify this bill or figure out where this bill is coming from. Ive spoken to them on three different occasions and each time they do not know what this is coming from nor do they have any options to help the last conversation I had with two women they said one woman said that she couldnt figure out where the bill was coming from, and that she seen on my account that there was a bunch of charges and fees and stuff that didnt make sense to her. She then transferred me to a specialist who knew nothing about what was going on? She also seen that she could not generate the invoice from whatever bill that they are adding to my account , Ive made several payments on this account. Also I had a credit $251 on the account that I have now and theyre still requesting that I pay $638 $538 in which Im not responsible for that, I have no knowledge of where it came from and they gave me a shut off notice that my electric would be shut off in 10 days if this balance is not paid I need help. Im a single mother with four kids and I take pride and keeping my bills paid paid.

  Business Response

  Date: 09/25/2024

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