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

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

• 

  Duke Energy

  920 Beaumont Ave Spartanburg, SC 29303-3139

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/03/2023

  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 increased the monthly bill from $250 average through end of March to $580-$650 per month from ***************** have all the same applicances, weve even raised the smart thermostat temperature over the summer to use less power for ac, kept blinds closed and even went so far as having a Duke energy home assessment done I. Summer to identify energy saving tips. The assessment done by **** which was thorough and took a little over 2 hours to complete didnt identify any major issues with our home that would be wasting electricity.Despite all the efforts made to find a problem which would drive up utility bill from $280 to averaging $600 and above none were found.Several talks with Duke about why they are saying our usage doubled they say we electronically checked your meter and its sending a good signal so theres nothing they can do and thats just what the house uses for electric.They tried the heat of summer and insulation routine but I advised them our home energy audit done by a Duke contractor showed everything was normal. I told them we took additional steps to keep ALL blinds closed, raised smart thermostat up 2-3 degrees and that it actually was cooler in September (and we were gone for a week I. September) yet our bill went up again despite everything to $650.2 adults, 1 small child. Monopolies create jobs funded by those who have no option but to pay them whatever they want. If I had another power supplier option I would change immediately.Im in mid 40s, have had apartments, townhome and other single family home since I have been 18 years old. Been using Duke Energy for over 20 years. Never ever ever ever have I had bills more than double month after month.Customer service just nicely reads this is what it is, thats what you used and maybe you should call an electrician.Very concerned for so many others whos bills are artificially inflated and supplier says theres nothing theyll do to correct it.

  Business Response

  Date: 10/06/2023

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

• Initial Complaint

  Date:09/29/2023

  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 overgrowth along the right of way under the transmission lines is pulling my fence back towards the ground on the opposite side. I keep my side maintained, however the other side is inaccessible to me to maintain. I have tried spraying it and it has got out of control and is ruining my fence. Sevwral poles have been snapped off at the ground and my fence is being overtaken by the overgrowth under the transmission lines which borders and is not my property. I have been given several different stories and no one seems to want to help me. I am trying to prevent further damage to my property.

  Business Response

  Date: 10/23/2023

  We apologize for the delay in responding.  This customer is not serviced by **********************.  The concern has been submitted to our Vegetation department.  We will respond to the consumer and advise if this is within the scope of our work.  

• Initial Complaint

  Date:09/27/2023

  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 changed the Duke Power Account from my mom's name to my name due to her passing. I was not made aware the account number on the account would also change. I continued paying my bill monthly. This week I got a notice that my account was past due.I called Duke Power and we figured out the problem was the payment was being applied to the old account number. The total misapplied is $312.04 ( two months payments ). The Duke Power representative told they can neither apply the amount to my new account number nor can they refund me the money. They could offer me no means resolve this issue. I have now paid the total amount due to protect my credit. All I ask is that they either refund the money I have paid them or apply it to my account.

  Business Response

  Date: 09/27/2023

  Duke Energy received a request from ****************** via email on 9/27/23 requesting to have her payments transferred to her new account. The request was processed on 9/27/23 and her account has been updated.

• Initial Complaint

  Date:09/26/2023

  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.

  My power was disconnected 9/23/23 I didn't receive the disconnect notification until 9/24/23 . The amounts im being charged make no sense and now duke energy is stating that my bill is $2530.82..... one of the bills was a 9 day cycle and went up $800+ in a 9 day cycle. I feel im being excessively overcharged.

  Business Response

  Date: 09/29/2023

  The customer concerns were already addressed with customer service, and the customer is now satisfied. We are closing the complaint.

• Initial Complaint

  Date:09/20/2023

  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 spoke with 2 different reps about a $100 increase in electric bill. I advised that I live alone -when I'm not working, I'm traveling and have not changed my daily routine within the billing cycle. the first rep placed me on hold for an extremely long wait to "get help w the acct" only to come back and give me a number to call for assistance with paying my bill (which I did nota ask for, I thought she was giving me a # for a specific department for my complaint. called back spoke to a different rep who said she checked the smart meter and confirmed of the hike and it does seem unusual because I've never had a bill that expensive she advised me of "maybe electrical issues" I rent and had this checked with the report of no electrical issues. I asked about readjusting pay, said there is nothing they can do and no-one to speak with about it after her for payment resolution. I've never had a problem in the 20 years with duke progress and is very disappointed at the response without resolution. As a customer rep professional and management, I am confident that this is not the way to handle business.

  Business Response

  Date: 09/20/2023

  We will follow up with the customer to help resolve her concerns.

• Initial Complaint

  Date:09/19/2023

  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.

  A request to end the electric service with **** was to stop on July 12, 2023 and they continued to bill me for the entire month of August 2023. I reached out to their customer service line and they requested a screenshot of the *********** Request which I sent on August 31, 2023...they opened a ticket/case **********. It is now September 19, 2023 and I have not received a callback nor an email response back from DUKE so I am on the phone yet again and have spoken to 3 more individuals, ****** (customer service), ***** ****************** rep) with no resolution, they requested that I send the same information again and that I wait. I requested a member of management and ***** (team lead...who is trying and helpful) comes on the phone. I moved out before the end of June 2023

  Business Response

  Date: 09/25/2023

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

• Initial Complaint

  Date:09/19/2023

  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 was supposed to cancel a payment of $198 on my account so that it would not be drafted out of my checking account and they did not. Now my account is in the negative. Everyone at Duke Energy keeps given me the run around and they will not allow me to speak with a supervisor. I am so frustrated with Duke Energy because I'm not getting anywhere.

  Business Response

  Date: 09/20/2023

  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:09/12/2023

  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.

  On 8.11.22 I requested service for my residential address provided above. A security deposit was required in the amount of $360.00. I was told this would be held for 1 year. Fast forward to 8.10.23 when I called Duke Energy customer service to inquire of the refund status of my security deposit. I was told it would not be issued due to late payments - which I challenged and wanted to speak with a supervisor. My call was escalated to ****** - Residential Complex Team. She informed me after reviewing my account that, yes, I would receive a refund for $360.00 but it would be the 13th month - September 2023 versus 12th month August 2023. And to call back if I had not received it and the back office would further investigate what may have happened to it.I called 9.11.23 to again find the status of the security deposit refund and much to my disappointment, I was told no refund would be issued and it would probably be another 9 months to 1 year for it.I am not certain why Duke Energy wants to hold my security deposit refund hostage but I am in dire need of these funds. I am on a fixed income and every red cent is needed.Additionally, I am not satisfied with the constant lack of accurate information as it pertains to a security deposit refund. When I asked for the phone number to corporate it was never provided but routed to the Residential Complex Team.The only satifsfactory resolution for me at this time is to receive my security deposit refund with any interest it may have accured to date.I am further requesting Duke Energy review any and all calls as it pertains to this matter.It is appalling for Duke Energy to conduct business toward a residential customer in this deploring manner. For shame.Sincerely,******************************

  Business Response

  Date: 09/14/2023

  After payment, residential customers will automatically have their security deposit released to the account once they have established nine (9) consecutive months of on-time payments or 12 months of service with no more than two (2) late fees. In this case, the customer did not pay the deposit in full on the account until 11/4/22. The deposit will automatically be refunded to the account once the customer is eligible. We apology for any confusion.

  Customer Answer

  Date: 09/14/2023

   
  I am rejecting this response because: by representatives of Duke Energy stating I would receive my security deposit refund and then reneging is clearly unfair, unethical, and unprofessional consumer business practices.

  As early as July 24, 2023, I had contacted Duke Energy regarding the status of my security deposit refund.  No one could find anything at the time that would prevent me from receiving my security deposit refund and I was told to call in August 2023.  I called on August 10, 2023 and spoke with **************** service rep.  He stated I would not receive the security deposit refund and I challenged it and asked for a supervisor.  I was transferred to ****** - Residential Complex Team.  She reviewed my account and to paraphrase, said, "Yes, I would receive my security deposit refund, BUT, it would be within the 13th month (September 2023) and not the 12th month (August 2023), AND, If I did not receive it to callback and the back office would investigate."

  I called Duke Energy on September 11, 2023 and have been getting the round around since.  I only want what is owed me - my refunded security deposit and what was said to me.  I trusted Duke Energy to honor what their employee - ****** in a hierarchical escalation stated to be satisfied.

  This has not been the case and at every turn Duke Energy will not do the right thing.  Clearly, no one is reviewing phone conversations (as per my request) from Juy 24, 2023, August 10, 2023 and September 11, 2023.  

  All things being equal, Duke Energy has the power to right this wrong and issue my security deposit refund in the form of a paper check as soon as possible.

   

  Sincerely,

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

  Business Response

  Date: 09/21/2023

  Our position has not changed. In this case, the customer is not eligible until 12 months after the deposit has been paid in full. Once 12 months has passed, we will refund the deposit to the account on the 13th month, as long as the account does not have more than 2 late payments. The earliest we will refund the deposit is in December based on when the deposit was paid in full.

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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 closed our Duke Energy account in December 2019. I have an email confirming this.To-date, we continue to receive a monthly bill of ~$7. We don't have service.We have called customer service to explain we no longer live in the property and closed the service. The customer service confirms the account is closed, but cannot confirm how to stop the charge. The only solution they could provide was to remove the credit card on file.The card was removed, and is not being charged. However, the bill continues to come to my email aggregating in value each month, for almost a year now. The total value, as of Sept. 2023, is $52.55.I don't know of any further avenues to stop these charges, and this is why I am filing a complaint.

  Business Response

  Date: 09/18/2023

  A review of the account shows that metered service was taken out of the customers name effective 12/19/2022. The streetlight charges continued to be billed through 09/08/2023. On 09/15/2023 the streetlight charges from 12/20/22 through 09/08/2023 were reversed. The $52.55 balance has been adjusted, leaving a credit of $11.46. A refund has been generated. We apologize for the confusion and inconvenience. Thank you for allowing Duke Energy Progress the opportunity to resolve this matter. 

  Customer Answer

  Date: 09/19/2023

   
  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.

   

  If they send me another bill I will open a new case.

  
  Thank you for you help, BBB!

  Cheers,

  *****

  
  

• Initial Complaint

  Date:09/08/2023

  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 signed up for the Duke Energy Power Manager Thermostat Program and was promised a $75 reward for doing so. The third-party provider sends me a code to redeem the gift card, which doing so tells me the code has already been redeemed. I contacted the Power Manager Program as evidenced in the email, which redirects me to the third-party gift card provider. I called them, and they indicated that they needed me to contact the Power Manager program because the $75 was removed from the card. In which I did and have received no response. Either there is a process breakdown, fraud, or there is no intent to pay the $75 to the consumer as advertised. ACCT ************

  Business Response

  Date: 09/11/2023

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