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

  848 Bypass 72 NW Greenwood, SC 29649-1202

• 

  Duke Energy

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

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:05/20/2025

  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 have A drooping electric wire on my property that extends across the road, I have reported this many times to Duke Energy, including an engineer. They will do nothing about it.They are ignoring me as if it's an everyday normal thing to have hanging dangerous electrical wires on a person's property.

  Business Response

  Date: 05/20/2025

  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:05/19/2025

  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.

  I am currently trying to move into the trailer next-door, which is at ************************* as the trailer I am in belongs to whoa distant family member who is currently trying to move it off of our family land. I have had service at this address for the last 2 to 3 years kept my bill current. The person that lived in *********************************** Has recently been in the hospital since mid April and since placing a nursing home and not able to return home. I had absolutely nothing to with that home and have not spoke to the account holder in over two years due to her, allowing her drug addict, daughter and several ofher drug addict friends to move in and just cause complete havoc And miserable times for me and my two children that has even included me getting the police involved several times. However, Duke energy is tryingto make me pay the current bill that they owe before they will transfer my service to that address. I have told them repeatedly. I did benefit from the power of that address nor is the person listed on the account gonna benefit from the power. Im trying to put there All. Im trying to do is make a better situation for me and my two children as my bill is current and paid up and had been. Im a single mother of two and dont have extra money to throw around to pay others bills as I work hard to pay my own.

  Business Response

  Date: 06/02/2025

  The customer contacted **************** on 5/13/2025 requesting to start service at a new address, which is located next door to the customer's current address.

  The new address had a high outstanding balance, and in such cases a standard review is required to determine if there is any relationship or association between the requesting party and current occupant. This is also required to prevent name swapping and or bill avoidance.

  The review was completed on 5/14/2025, and confirmed the customer was associated with the previous occupant, and that the balance would need to be resolved before service could be started at the new location.
  On 5/20/2025, the customer spoke with customer service and requested that the existing credit balance of $763.01 be applied toward the outstanding amount at the new location. The credit was transferred on 5/21/2025.
  The customer followed up on 5/27/2025 to confirm payment had been transferred, and we were able to successfully activate service at the new location on 5/28/2025.

  Thank you for allowing Duke Energy the opportunity to research this matter.

• Initial Complaint

  Date:05/19/2025

  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 has failed to place me on their ********** energy plan despite many calls requesting for this service.I called before my balance reached an amount that caused the company to cut off my electric.I am at home now with no electricity because they failed to provide me with an affordable rate.

  Business Response

  Date: 05/21/2025

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

  Customer Answer

  Date: 05/21/2025

   
  I am rejecting this response because: the customer servant agent who called me failed to assist me with a payment plan to restore my service.  I also was not placed on an affordable energy plan.
  
  

  Business Response

  Date: 05/27/2025

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

  Customer Answer

  Date: 05/27/2025

   
  I am rejecting this response because:

  I am requesting that all further communication be conducted in writing for documentation purposes. I will not consent to further phone calls or recordings from phone number ***************** ***** from Duke Energy Consumer Affairs.

   

   

  
  

  Business Response

  Date: 05/28/2025

  On May 21, 2025, I contacted the customer and advised ********************** offers six different residential rates, and information is available online on our *********************************** website.  Here is the link to the page **** Information for North and ************** - Residential - Duke Energy.  
  
  I have reviewed the customers account and provide the following information:
  There has not been a payment received on your account since November 20, 2024.
  On March 13, 2025, the customer requested a payment arrangement and was set up on a 6-month installment plan with a downpayment of $316.18 due. Because the agreed down payment was not received, the installment plan was canceled.
  On May 15, 2025, the customer request for another installment plan but was denied because the service was already disconnected earlier this day.
  
  We apologize for the inconvenience.  Because no action was taken to reconnect the service in a timely manner, the account has become inactive, and the customer will need to reapply for service again.
  
  Duke Energy does offer programs to assist our customers such as the Budget Billing Plan (BBP). We have a Quarterly or Annual BBP. With the quarterly plan, we will review your account every three months to ensure your monthly payment amount is in line with your actual, and any difference between your plan amount and actual usage will be reflected in the quarterly adjustments. With the annual plan, bill payments are the same for 11 months with no quarterly adjustments, but there is a year-end settle-up which occurs in month 12 of the plan.  This information is also online on our website.  
  

  Customer Answer

  Date: 05/28/2025

   
  I am rejecting this response because:
  I was not told  On May 21, 2025, that Duke Energy offers six different residential rates, and information is available online on our *********************************** website.  

  
  I asked about an affordable plan and was told that Duke Energy did not have one by *****.  As the call was recorded on Duke Energys end- there should be no trouble verifying the truthfulness of this statement.
  
  I was told the last time my service was disconnected and after I paid to get it reconnected that I could not be placed on  
  the Budget Billing Plan (BBP).
  

  I am seeking an audit of my Duke Energy bills because I believe that I was overcharged then and now.  I am also seeking service restoration. I also request to be placed on an affordable energy plan ASAP.

  Business Response

  Date: 05/29/2025

  All available residential rates are on Duke Energy's website, and because no action was taken to reconnect the service in a timely manner, the account has become inactive. The customer will need to reapply for service again and a new deposit may be assessed while applying for service.

  Customer Answer

  Date: 05/29/2025

   
  I am rejecting this response because:
  The response does not include the fact that I have been trying to obtain an affordable rate before my service was disconnected.

  Duke Energy has failed to assist me before the disconnect, failed to assist me during the disconnect; and failed to assist me after the disconnect.

  I am awaiting an affordable rate and an audit into my energy bills to ensure I am not being overcharged. 

   

• Initial Complaint

  Date:05/18/2025

  Type:Delivery 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.

  Just received an outrageous bill with a deposit charge totaling $210 + my current electric charges. Why would this be appearing on my bill? This needs to be removed. Please contact me asap

  Business Response

  Date: 05/27/2025

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

• Initial Complaint

  Date:05/13/2025

  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.

  Recently I found out my husband has a huge bill with Duke energy and then he left me. Its now just me with my daughters and he will not speak to Duke for me since hes the account holder. They will not speak to me bc its in his name. I essentially have 24 hours to come up with 2 grand to keep my power on. I was blindsided with this and have absolutely no clue what to do. I spent all day explaining my situation to every place in my county that could help and no one has any funds to help me bc the amount is so high and everyone here is struggling. I am heartbroken not only over the dissolution of my marriage but also the lies he told to try to protect me and the lack of choices I now have. I have no family to help. Once I got home from begging for help I started applying for every loan online that I could and since I gave no credit I cant even get a high interest loan to help us out. Im heartbroken for my daughters and how Im going to explain this to them. And the worst part is that bc he didnt want me to know he broke agreements and now Im only eligible to put 50 percent down (2 grand) nothing else. Not even two weeks extension to get some sort of help. I had three days from finding out to it being due. I dont know what else to do. Im lost.

  Business Response

  Date: 05/15/2025

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

  Customer Answer

  Date: 05/15/2025

   
  I am rejecting this response because: the three times they have said they called I have been at work and they have not left a voicemail and way for me to return a call. They could email or leave number to communicate with. If they have called (like I said no voicemail) theyve given me no other info on how to communicate if some of us arent able to accept a call when they call. They made no attempt besides these calls and immediately move to close? I reject this and wonder since theyre closing my case (with 0 resolution) if my next step may be some sort of media. 

  
  

  Business Response

  Date: 05/15/2025

  When I call the number listed in the complaint the phone rings once and a message cannot be left. We do not send email communication because we have no way of verifying with whom we are communicating. The customer can contact me to discuss their complaint with my direct number ************.

• Initial Complaint

  Date:05/13/2025

  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.

  We called about adding lighting to our business account with **********************. Upon calling the representative informed us that we have been paying for the and we let her know at that time that the lighting has not ever worked. They prepared a work order and she shared a credit be issued to the account once the work order was complete. I reached out on multiple occasions where they continue to state that they were going to escalate it since the work order was completed and nocredit have been issued to the account after several phone calls with no resolution I was transferred today to a supervisor, who advised me that they longer have record of a work order ever being issued. I requested she pull the call log dating this complaint as of November 28, 2024. The representative advised me that they would only be a partial credit issued, and that, although she pulled the call log and determine that that was theinformation that it was incorrect, and they would not stand behind what I was told I have made countless phone calls and consume, countless hours, reaching about this issue, only to be misinformed and for them to misrepresent themselves on each and every phone conversation. I was advised that my credit would be $598.00.

  Business Response

  Date: 05/21/2025

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

  Customer Answer

  Date: 05/22/2025

   
  I am rejecting this response because:

  Good morning. Duke Energy did make contact however they did not resolve the issue at this point. Theyre not willing to honor  what was told to me by multiple representatives. The associate did say she would investigate further however per their policy. I was misinformed in the lighting department is not willing to honor the credit amount that was stated to me during multiple points of contact with their department.

   

  *** Kecki 

   

  
  

  Business Response

  Date: 05/22/2025

  I spoke with the company representative for ******************, *** *****, on 05/21/2025. They had an outside light that was on their invoice since service began on 09/01/2025.
  If the outside light is not working, it is the customer's responsibility to reach out to ********************** to report the light with the correct location so we can make the repairs. The first repair was under *********************I did find WO# ******** reported 11/27/2024 (repair 12/4/24) and WO#******** reported 1/16/25 (repair 1/21/25).
  We were able to go back 150 days and credit our customer $30.90 x 5 months for a total of $154.50, the credit will appear on their next invoice. 
  

• Initial Complaint

  Date:05/11/2025

  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.

  I have solar panels on my house. I rent my house to a tenant. I pay ****** directly for the solar panel lease which is $134 a month. The extra energy produced by the solar panels that is not used by the home is sent to Duke Energys grid. I was under the impression that the tenant was receiving credits on their bill for the energy sent to the grid, but this was not the case and **** demanded $1400 from the tenant for back payment once they found out she, as the account owner, did not own the property. They told her she did not qualify for the credit since she did not own the property. Once I found out about this, I called Duke to square things away but was told that the tenant did not fill out an interconnection form. According to ****, they report sending the tenant an email about the interconnection form, but the tenant reports she did not receive this email. Regardless, **** has been harvesting free energy from my solar panels that I pay $134 a month for and neither the tenant nor myself have seen the credits for this energy. In my opinion, **** owes either me or her credit for all of the free energy they have received over the last 3 years regardless of this interconnection form that neither the tenant nor myself were made aware of. The address of the home is ********************************. The tenants name is *************.

  Business Response

  Date: 05/28/2025

  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:05/11/2025

  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 am the property owner of ****************************************************, currently under new construction. My builder and I have been attempting to get electrical service installed on the premises since Januarywe are now in May, and there has been no resolution despite repeated attempts to communicate and escalate the ********* builder has contacted Mr. ***** ***** multiple times via phone, text, and email. He also spoke with supervisors Ms. ***** ******** and Ms. ******* ****, who informed him that subcontractor Mr. ******* **** would need to visit the site to complete required work. Unfortunately, Mr. **** has never shown up, and we do not know if he has even been officially notified of the job.I personally contacted Duke Energy customer service and was told a supervisor would return my call within 24 hoursthis did not happen. We are now at a point where the home is move-in ready, yet we cannot occupy it because of Duke Energy's failure to complete the electrical connection.This delay is unacceptable and is now costing us substantial time, money, and causing undue stress. I am extremely concerned about the apparent lack of communication, coordination, and accountability within the company.I am requesting immediate clarification on the following:Has Mr. **** been officially assigned to complete the required corrections?When exactly will this work be done?Why has this issue not been prioritized after multiple escalations?Please help resolve this issue as soon as possible. I am truly at my wits end.Sincerely,****** ********** ************ ****************** Property Owner, **********

  Business Response

  Date: 05/21/2025

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

• Initial Complaint

  Date:05/05/2025

  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.

  Hi! Having issues with getting a refund. Set up a payment arrangement on March 24th for the payment of $438 to come out on March 29th. Something came up & switched it to the due date on March 31st. They still drafted my account on the ********** again on April 1st. Called, spoke to a representative, she handled the situation & told me that I called in time because if I hadnt, it wouldve gone down as a credit. She told me to follow up on everything that following Thursday or Friday, so I will know when it would be refunded. Called Friday & a representative saw where everything was filed & should be receiving my refund that following week. I asked was it going to go back into my banking ************* told me it was. The following week, I kept checking my accounteven called my bank to see if they could see when the refund will post. Nothing. Called back that Friday & another representative told me that she saw no information on the refund. I nicely explained to her what was going on & she still saw nothing. Kindly thanked her & called back because I felt she was new. Called again & another representative told me that she saw it & that it will take a few days. From that point, Ive been calling & calling & getting different information. The entire time, Ive been patient & nice to all, but there has been no resolution. Today, makes OVER A MONTH Ive been waiting. I feel like Im getting the run-around because no one seems to know what is going on & when asked to speak to someone from higher management, they will put me through to ( I guess ) a supervisor of that department. The very first **** I talked to on April 1st knew what she was doing & I applaud her. After it left her department & went to the refund department, its been absolute chaos! All I want is the truth & want my money!!!!! I gave the system 2 days when I had to change the date! Its sooo much to explain & will b gladly to explain through a call or another letter because Im running out of space.

  Business Response

  Date: 05/16/2025

  A payment of $438.13 was processed online on 03/31/2025.A second payment of $438.13 was processed online on 04/01/2025. These payments were customer initiated. Both payments were credited to the account,resulting in an account credit of $483.13. On 04/01/2025, a refund was generated. Generally, it can take 5 to 7 business days for the customer to receive the refund.
  
  The customer contacted customer service to inquire about the status of the refund. On 04/17/2025, it was determined that the check was mailed to Apt. C in error due to an incorrect mailing address being on file.The apartment number was corrected on 04/17/2025. There is a 30-day waiting period from the issue date for cancellation and reissuance of refund checks.
  
  On 05/06/2025, a new invoice was generated with a total balance of $217.60 due 06/02/2025. On 05/12/2025, the refund check for $438.13 was voided and the credit applied towards the $217.60 balance, leaving a credit of $220.53. On 05/12/2025, a refund check was generated for the $220.53 credit.
  
  The customer was contacted via telephone on 05/12/2025.We completely understand how frustrating this has been and apologize for the inconvenience.
  
  Thank you for allowing DEP the opportunity to research this matter. 

  Customer Answer

  Date: 05/16/2025

   
  I am rejecting this response because:
  This was NOT the agreement! I was supposed to receive the FULL refund OF $438.13!!!!!!!!! I was unaware of it taking 30 days to receive the check!!!!!! Everytime I called, I kept hearing, It should show up in your account soon, I dont see anything about a refund, I see it here & it should hit your account in a few days, it was mailed, it will be 5-7 business days, ***** business days, it was mailed after April 2nd, it was mailed to Apt. C, were issuing another check & will take ***** business days, we cant credit it to your banking account because you dont have Autopay or Zelle, once its processed, it has to go to ** ****** & they make the checks, it should be there soon..& now heard.this months bill was deducted & left you with a remaining balance of $220 & it will be mailed out this week. I am sick & tired of the lies from them! If the check was mailed, then how did they all of a sudden deduct this months bill!?!?!?!?!?!? This is an absolute joke! I am tired of this!!!! Ive been calm, tried to be patient, never cursed or argued wit any of the representatives during this! I feel as though they are taking advantage because I havent been hostile!!!! I WANT MY MONEY!!!!!!!! Please help!!!!!!! 

  Business Response

  Date: 05/29/2025

  We completely understand how frustrating this has been, we apologize for the inconvenience and delays the customer has experienced. While the customer's account currently has a zero balance, as discussed, we are unable to issue credits toward fully paid balances. Thank you for allowing *** the opportunity to research this matter.

  Customer Answer

  Date: 05/30/2025

   
  I am rejecting this response because:
  Once again, no attempt to resolve this situation!!!!!!!! Theyre trying EVERYTHING to not give me the refund & this is unacceptable!!!!! I can understand if it was an error on my end & I would understand, but this is their fault!!!!!!!! If they wouldve been straightforward after that following week after the first representative sent the refund information, I wouldve understood, been prepared & knew what to do!!! Here it is going on 3 MONTHS & still fighting to get my refund!!!!!! These people do NOT care!!!!! Im tired of them lying & lying to you all about what is going on!!!!! Received a call from their ************************ a few weeks ago telling me the same BS & will send a check of the remaining balance to me. Still no check!!!!!!!!!! Theyre stalling, so when my next bill comes, theyll do just like they did last time & deduct it! I want to write a letter to the corporate, but havent had time because Ive been busting my **** trying to get caught up from this! I feel as though they are unaware of what is happening, how incompetent their customer service is & can do whatever they want & treat customers like crap!!!! I appreciate what you all are doing, but Im getting to the point where once I get everything caught up, I will have to take legal action with my lawyer. I cant put up with this any longer & if one of them were in my situation, they definitely wouldnt go through this!!!!!!! The stupid part was when they said that they cant issue any credit to a zero balance! WHY NOT!!!!!! Like Ive told them with all that Im going through, I should NOT pay the next 2 months & give me a $438 credit. Ive had enough of this!!!!!!!!!!!! 

• Initial Complaint

  Date:05/04/2025

  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.

  The Problem I am having is with my Feb. Power bill being 377 dollars and some odd change. My other monthly bills have been no higher then 220 to 225 and even lower. They keep saying they send technicians out to look at meter and as of to date no-one has been out and my wife is there everyday to wait for them and no-one has shown up. I am disputing the bill for the month of feb. And I am not the only one that this has happened to. I want my bill adjusted and also a new meter after the technician pulls the meter not just read it thru a computer and also I want the technician to let me know exactly what he finds.

  Business Response

  Date: 05/08/2025

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