Complaints

This profile includes complaints for Duke Energy Carolinas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Duke Energy Carolinas

  9700 David Taylor Dr Charlotte, NC 28262-2363

  
• 

  Duke Energy

  425 Fairforest Way Greenville, SC 29607-4437

• 

  Duke Energy

  461 Winston Rd Jonesville, NC 28642-2243

• 

  Duke Energy

  808 Duncan Reidville Rd Duncan, SC 29334-9741

• 

  Duke Energy

  2500 Fairfax Rd Greensboro, NC 27407-4226

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:09/17/2024

  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 was billed for $78.27 for Duke Energy for my previous months usage and then a month later they added $79.17 to the current bill as a rollover charge. I called and talked on the phone with corporate for an hour and they wouldnt resolve the issue.

  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.

• Initial Complaint

  Date:09/16/2024

  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.

  MOTHER PASSED 6/20/2020 SHE WAS SENT A BILL ON FOR ***** AFTER HER DEATH. I CONTACTED DUKE ENERGY WHEN SHE PASSED TO STOP SERVICES. I HAVE THE DEATH CERTIFICATE (was already sent in with POA)link to obituary: ****************************************************** I CONTACTED PROBATE COURT. PROBATE COULD NOT BE CLOSED DUE TO BILL SHOWING FOR THIS AMOUNT. I REACHED OUT TO DUKE ENERGY AGAIN WITH NO RESOLVE TO ADJUST AND REMOVE THE BALANCE. i AM ASKING PLEASE ADJUST AND REDUCE **** TO $0

  Business Response

  Date: 09/29/2024

  A request has been entered to have all charges incurred after 06/20/2020 reversed. The consumer has been contacted via email. Thank you for allowing Duke Energy Progress the opportunity to resolve this matter. 

• Initial Complaint

  Date:09/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 16th, 2023 I was notified via email about a large amount of money being deposited into my account. When I called to check what was going on, I was told that someone had anonymously sent in a check with my name on it. I told the representative I had no knowledge about it but was then told that it was probably from an inheritance. A few weeks later the deposit was removed from my account so I called again and was told that it may have been a mistake on the companys part. Im not sure if this money was ever mine in the first place. But if it is I would like to have my money back.

  Business Response

  Date: 09/18/2024

  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: 09/23/2024

   
  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:09/12/2024

  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 am contacting BBB on behalf of my roommate, ******************************, who owns the house at **********************************, that the power was cut to. Power cut today 09/12/2024. We have exhausted every attempt at local, government and federal assistance and cannot find assistance to help, past contacting Duke Energy. She has a past due balance of just under $3400 including for the current month. She is ineligible for another payment plan, as she was unable to make all payments on time and all payments under the plans. We are asking that Duke Energy turn her power on and make an exception to the previous payment plans used, as long as another family member or accountant is immediately appointed to keep track and control of her finances going forward under either power of attorney or another legal council. She also has established medical issues that require her to have a climate controlled home, as well as having 2 cats and 2 dogs who need to be kept in a habitable environment. She currently works as a teacher at ECU Mondays, Wednesdays and Fridays, and having her power cut stops her from having access to what she needs to fully complete her tasks as a teacher. She is planning on retiring before the start of next year to focus on her care plan, and has been dedicated to completing her role as a teacher thus far. She is unable to manage her finances solely on her own, and I feel like **** has mismanaged and misunderstood the situation.I am in contact with her family at the moment to figure out what legal steps are needed in order to assist *************** with keeping her dignity and as much independence as possible. Cooperation with **** to get her on a payment plan she can afford, and have her power turned back on is what we are asking for.

  Business Response

  Date: 09/13/2024

  Thank you for contacting Duke Energy on behalf of your roommate. Unfortunately, we are unable to establish an agreement with anyone other than the account holder. We suggest that the account holder contact NC211.org. NC211 org is a free service that can help you find local community agencies that provide assistance with a wide range of needs including:
   Utility bills
   Housing, food and other essential
   Child and elder care
   Medical and health counseling

  
  To get started, simply visit NC211.org or dial 211 from your phone.

  
  

  Customer Answer

  Date: 09/13/2024

   
  I am rejecting this response because:

  I had already spoken with Duke on the matter on behalf of ************** over the phone after they had verified her information for the account.
  

  The phone was on speaker and she and the agents were all able to hear that she had given me access to resolving this on her behalf. I escalated it from ****** to ******* to ******* and she escalated it to a callback within 48 hours. 
  

  Providing further clarification on assistance available or resolution directly from Duke would be helpful. We already exhausted attempts for federal, government and local assistance.
  

  Applications for assistance are 2-3 woks behind, and she does not qualify for many of the programs due to her income level.

  She gets back from her job today after 2pm, so there is absolutely the ability to offer a direct resolution from Duke, call her and ask her to have a family member or myself to assist her with the call and managing any payments going forward.

  
  

  Business Response

  Date: 09/13/2024

  Our position has not changed regarding your willingness to assist the account holder. The account holder will need to make any arrangements on the account. 

• Initial Complaint

  Date:09/12/2024

  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 had a Duke energy bill in collections. I payed the collector $600 to take it off my credit so I thought it would go to Duke energy. Now they're telling me that the $600 was just too disputed after they told me that after I pay off the collections then I'm good with Duke energy so I can move

  Business Response

  Date: 09/18/2024

  We have attempted to call the customer 3 different occasions at ************, left messages.  I have not received a reply.  We are closing the complaint due to no response.  

• Initial Complaint

  Date:09/11/2024

  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.

  9/11/2024 I have a Land Lord account. That was setup before Duke Bought ******** Power and Light.Account Number ************. The light service should automatic transfer to My tenants name. I received a bill called. The lights were still in my name at ********************* and the Tenants were setup under 2 A ******. There is not a 2A They were setup with a different meter ********* for 2A ******. As I explain there is only one structure there and one meter. The Tenants wife was on the phone as we were talking. **** said have her Husband to call and transfer the lights. They were unable to so because there is not a 2 ****** even giving them the meter number ********* that is at 2 ******. That is the meter for the above Land Lord account. I spoke with ****** *************************** 2A belongs *********************** meter ********* this the tenant meter Duke is showing. They could not change from my name to Theirs Because **** is saying they are not showing a 2 ****** all they have is 798 ****** with a 2. I have own that property fo 20 years never had this problem. At this point I am responsible for my tenant lights because they cannot get Duke to realize they have their service at the wrong address. As I found out to day I will be receiving another bill for september. I do not understand If I have ********************* under my name being billed how hard is that to put the lights in my tenant . 798 ****** has nothing to do with me.

  Business Response

  Date: 09/12/2024

  We have reached out to the customer and resolved her concerns.

• Initial Complaint

  Date:09/10/2024

  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 been on a budget billing plan with Duke Energy at every residence I've lived since being in ** (21 years) which has allowed for more "consistent" bill throughout the year to help balance those times of high usage. My energy consumption has not markedly changed at any point and yet I received a bill for this month that was 5x more than what I normally pay each month!! FIVE TIMES!!! Every year, the price goes up due to previous years usage and there may be a credit or overage due, but never by so much ... $550+ more!! in one bill!! No warning, no explanation, NOTHING!! When I called, they claimed I had "more" usage, but $550+ more???? They could not and would not explain. Then the first ***** stated that there was a 30+% price increase at some point. I explained that I was recently unemployed and would not be able to pay the additional $550+. She said I could be put on a plan to space out the balance over the next year, after I made the "normal" payment of $117.83. I did, plus a little more. Was told to call back once pymt posted to setup plan for balance, when I did, the new ***** said I had to pay first "past due fee", then changed and said it was for "products and services, taxes" not paid on the current bill (which I did - as part of $117..) and finally said that it was a "fee" for products and services/taxes in order to setup an installment plan. I expressed frustration over not being placed on a budget plan only to be given, after 21 years and NO overt changes in usage, a bill 500% more than what I was used to paying AND then turn around and try to charge me a random "fee" that they refuse to clearly and consistently identify what it was for and why the sudden "fee" request changed from one ***** to the next. Duke Energy of Carolinas is engaging in unfair, unjust and malicious business practices while preying on customers who truly cannot afford to pay 5x more than normal in one bill, nor be without heat for their children.

  Business Response

  Date: 09/18/2024

  I am still working on this complaint for ************************** and have let her know that. I will be responding directly to her and let you know when completed.

  Customer Answer

  Date: 09/19/2024

   
  Technically, I am NOT rejecting their "response". I just do not wish to close this until a resolution has been reached. Yes, I have been contacted by a representative for the business and am still awaiting their response. The other option - ACCEPT - seems to close it as if a resolution has been reached and it has not. Thank you!
  
  

  Customer Answer

  Date: 12/12/2024

   
  I am rejecting this response because:

   

  Initially, a complaint was filed due to unclear and malicious business practices being levied without clear explanation and misleading information. I was assessed an end of the fiscal year budget plan settle up balance that was 5x my normal monthly bill without warning or explanation and then told I had to pay to be placed on a payment plan. Unfortunately, after months of trying to get a resolution to this problem that allowed me to be able to afford other household bills, as well as gain much requested answers regarding why my bills have been assessed certain fees, how costs were tabulated, and the very noticeable discrepancies, I am still without answers. In fact, as of 12/8, I was facing disconnection if monies were not paid, despite paying what was asked of me back in November but without clear explanation as to what the monies were for, but in the interest of no longer being up for disconnection and getting past this. Even after all of that and my consistently doing my part in this process with prompt, detailed responses only to be ignored/forgotten for weeks to months and still be without answers and unclear fees being assessed every single month. While patiently waiting for responses after my last complaint, my bill continued to grow despite not even being in my home using electricity for nearly two months, but the "fees and taxes" somehow magically increased to offset my decreased usage and was set for disconnection. I paid what was asked and my account status never changed. I have consistently been misled and/or "forgotten" thereby driving my account, which by the way was never in default for the 20 years I've been a Duke Energy customer until I had to wait on them. I was forced to pay monies I do not have to avoid disconnection despite paying extra money after being told it was what was needed to get things back on track, nearly 3 weeks ago. These have been completely unfair, malicious and disheartening practices on their part. I am unable to upload docs

   

  Billing Adjustment

  
  

  Business Response

  Date: 12/16/2024

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

• Initial Complaint

  Date:09/09/2024

  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.

  Hello, I have been trying to get my smart thermostat enrolled in the power manager program for several months now and I keep getting emails from duke energy asking me to unenroll from the previous power manager program I was under. I have called duke energy several times and spoke with multiple agents who have confirmed that I am unenrolled and I just need to submit a new application for the smart thermostat power manager program. But when I submit the new applications i inevitably get an email from duke saying that I am still enrolled in the other power manager program. At this point the reapplication link doesnt show a thermostat available for me to enroll, because it says its already enrolled , however I am not seeing the proof of that on my duke energy account nor have I received the first bill credit. I have reached out to duke energy over 15 times over the last 10 months.

  Business Response

  Date: 09/10/2024

  ********************************* is not the account holder. Please have the account holder contact customer services to help with this concern, the phone number is ************** between the hours of 7 am to 7 pm Monday through Friday.

  Customer Answer

  Date: 09/10/2024

   
  I am rejecting this response because:
  

  The account holder is my husband and at no point during the last 10 months did anyone mention He needing to be the specific person to call and complain about the issue we have been having.  

  
  

  Business Response

  Date: 09/10/2024

  I apologize we are unable to assist *********************************. Please advise to have the account holder contact Duke Energy *****************  However, I would like to advise that she can visit Duke Energy's website at www.duke-energy.com for more information on the power manager Smart Thermostat program (www.duke-energy.com/home/products/power-manager/smart-thermostat).  On the Smart Thermostat page customers will find the email address of ********************************************** which they can email their program concerns to.  

  Customer Answer

  Date: 09/11/2024

   
  I am rejecting this response because:
  The account holder has reached out to Duke energy customer service as well as the ********************** manager program team and we havent reached a resolution. 

  Business Response

  Date: 09/11/2024

  As a courtesy, we have reached out to power manager team and they have tried reaching ********************** and left her a voicemail and contact number.  Please advise the her to contact them back.  Please let me know if you have other questions.  Thank you. 

  Customer Answer

  Date: 03/14/2025

   
  I am rejecting this response because:

  I had to wait a year for duke energy to figure out how to enroll me into a program they advertised with an incentive for each year of enrollment plus a sign up incentive. I changed my internet provider and without any notification duke energy I enrolled my account from the program. The customer service I have received has been awful. I cant talk to anyone who knows how to fix this problem, I have to jump from phone calls to emails and it absolutely unacceptable to have to wait more than 3 months to get enrolled in a program let alone wait a year to then have it all undone in a day without any notification.
  

  I would like my account to be enrolled in the energy saving program advertised for switching to a smart thermostat. I would also like the incentive advertised for switching to said thermostat. In lieu of the holiest two resolutions, I would also accept an amendment to the communications policy, in the future, a customer should be notified they are at risk of losing their credit or enrollment status before the company decides to unenroll the account. This could have all been avoided if a representative would have called/emailed me to let me know what was going on.

   

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

  
  

  Business Response

  Date: 03/14/2025

    I apologize we are unable to assist ******* *********. Please advise to have the account holder contact Duke Energy **************** at ************ .  However, I would like to advise that she can visit Duke Energy's website at *********************************** for more information on the power manager Smart Thermostat program (*******************************************************************************************************************************************; On the Smart Thermostat page customers will find the email address of ********************************************** which they can email their program concerns to.  

• Initial Complaint

  Date:09/09/2024

  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 stopped my service at our 517 Textile *********************** In May 2024 I was told I would get my refund in the amount of $1,037.36 within 30 days. Ive spoken to multiple representatives and have not been paid my money back yet. I was told that they sent it to my home address but forgot to add my ************************************************************************************************************************************ That it would be sent in 3 days and Ive been told this every single month and they have been holding my money hostage seems like

  Business Response

  Date: 09/13/2024

  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: 09/13/2024

   
  I am rejecting this response because: I have not received a missed call or voicemail from them. If they called someone should at least leave a voicemail on who I can call back. Or provide a phone number and extension here for me to call someone. Its crazy for duke energy to try to close a case and keep my money! 
  
  

  Business Response

  Date: 09/16/2024

  Ms. ******* refund check has been reissued and mailed. I left her a phone message today and followed that up with email to both email addresses provided in her voicemail.

  Customer Answer

  Date: 09/16/2024

   
  I am rejecting this response because:
    Until I receive my check in the mail I would like this case to remain open. Ive been told that since June and have not received it yet. I called this morning and was told by a *** which Im attaching the phone call. I was told by a *** that she do not see any records of a phone call being made out. I did receive a call today for the first time and will return it when Im home. I was told if the check is lost in route then it would be an additional 30 days and that no tracking can be provided because they dont have that. 

  Business Response

  Date: 09/24/2024

  We understand the customers concern and apologize for any inconvenience. A refund check was reissued and mailed. Please allow 30 days for the customer to receive. We contacted Ms. ****** leaving a voice message with an explanation and followed with an email to both email addresses provided in her voicemail. Please let me know if you have additional questions.
  

• Initial Complaint

  Date:09/09/2024

  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.

  I want to assert that I am not liable for the debt that is linked to Duke Energy Fl, as there has been no contractual agreement between us. It is essential to emphasize that I have not willingly entered into any financial obligations with them. Furthermore, in my effort to address this issue appropriately and transparently, I made a formal request to ONLINE INFORMATION S for the provision of the original contract relevant to this particular debt. Regrettably, despite this request, they have not fulfilled my inquiry by providing the requested documentation. This lack of transparency and cooperation from ONLINE INFORMATION S has added to the complexity of the situation, making it necessary for me to seek further assistance and clarification to resolve this matter effectively.

  Business Response

  Date: 09/10/2024

  All disputes must go through the assigned collections agency. Please resubmit this complaint with the Florida Better Business Bureau, as the customer referenced a ********************** Florida account. When submitting the complaint, please include the address of the disputed bill. Thank you.