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

  1636 Pearman Dairy Rd Anderson, SC 29625-2008

• 

  Duke Energy

  201 N Main St Travelers Rst, SC 29690-1526

• 

  Duke Energy Carolinas, LLC

  410 W Chapel Hill St Durham, NC 27701-3617

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:09/08/2023

  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 run a power line through my backyard outside of their easement. Power line is currently preventing my wife and I from completing a project and having access to all of our backyard. I reached out to Duke energy on multiplications regarding the matter and no one has even had the decency to respond.

  Business Response

  Date: 09/08/2023

  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:09/07/2023

  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 recently read Duke Energys ** and ** April 2023 - Requirements for ****************** and Meter Installations. Within the documentation I came across this on Page 9, General Information, Section ** Rights and Responsibilities:The Company shall have the right of ingress to and egress from the customers premises for any and all purposes associated with the delivery of service including installation, removing, testing or replacing equipment and for reading meters. According to this statement, it seems Duke Energy will come out and fix anything that is wrong with the meter, since it is ****** property, and all the technologies within it. I would assume this covers my nodes communication channels back to where it reports my kW usage. If my node, which connects back to a central repository of some sort to log my homes kW usage that accurately calculates my bill, becomes unsynchronized for any reason from that process..-Who is responsible for correcting this?-Is there a log of my node not synchronizing with the main database?-How do these errors get corrected? Automation, human interaction? -How does my node become synchronized again?-When my node is not synchronized, am I notified?I appreciate you all taking the time to answer these questions, as it related to a real matter I have with my meter. I recently purchased my new built home in *******, ** last July. Upon moving in I signed up for automatic payments, email, etc. I just got a bill that was corrected for 8 months of my electricity apparently not being synchronized with some database. On a new home how do you calculate the monthly bill when the data is so scarce and inaccurate or when it is not synchronized? Since I had auto pay my bill was always around $75-100, paid every time. The corrected bill sent to me states I owe an additional $955.00. I spoke with ***** ***************** who offered only a payment plan? For YOUR faulty equipment? Sounds like a lawsuit..

  Business Response

  Date: 09/12/2023

  We have reached out to the customer and provided a resolution to their concerns. 

• Initial Complaint

  Date:09/05/2023

  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 have instructed cfo in writing to apply my balance of the bill to my account by endorsement. I endorsed both the bill and sent him an certified letter in May 2023. I preceeded my fiduciary duties and my daughter was in a car wreck and had to stop the process. I started again in August 2023. I then received an email for someone whom I don't know and she stated that she had received a copy of my duke energy bill via email along with 7 others from duke energy. I thought it was a scam so I didn't reply till she sent my bill with all my personal information and name on it. I was immediately upset. It was the same bill I sent back in May 2023. I made an complaint to duke energy and no response. I feel like I been violated, breach of data, and high risk of identity theft. And no response! This is my finally step before I seek an lawyer

  Business Response

  Date: 09/07/2023

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

  Customer Answer

  Date: 09/07/2023

   
  I am rejecting this response because:
  *********** only wanted to rectify the company and not my concerns for the matter in why I'm here or my identity was breach. In fact he said they wasn't going to do nothing., It was an error. People make errors all day and still have consequences. He was concern for my identity, breach or remedy. In fact he saw endorse the bills was illegal. It states in law, in 8 places that its not. It's our right. That's extortion!!! It's against the law to leak my information and he say the company will not rectify. I want to pursue farther

   

• Initial Complaint

  Date:09/05/2023

  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 have gotten behind on my utility bill because I have sarcoidosis on my lungs and Ive been sick and I have children and are not willing to give me a payment arrangement even though I had one before, but I broke it because I was sick and I couldnt afford it and theyre not willing to help me

  Business Response

  Date: 09/05/2023

  The customer had this issue addressed via the ************** ****************** on 08/15/23.  The customer defaulted on all her installment payment plans; and made 8 payments since service started in February 2022, of which 1 payment was an agency pledge and 4 were returned payments. This issue was escalated already beyond my ability to assist.  Therefore, we are closing the complaint.

   

  Customer Answer

  Date: 09/05/2023

   
  I am rejecting this response because:
  The last one that I missed I explained to them that I have sent my payment in well before the date and then I called in to ask them did they receive it and she then say no and you have defaulted on your arrangement and them told me I was not the only one this happen too, but its nothing they can do so this company is horrible! And disrespectful when I call in. Its not fair and I am a single mother with a disability and all they had I to do is put the payment arrangement back into play and say dont send it I. Go to a pay center so now my bill is ***** and they want me to pay all that I need help! 

  Business Response

  Date: 09/06/2023

  The customer had this issue addressed via the ************** ****************** on 08/15/23. The customer defaulted on all her installment payment plans; and made 8 payments since service started in February 2022, of which we have now confirmed 2 of the payments were agency pledges, and 4 were returned payments.  The customer was informed $1,548 is needed to avoid a disconnection of the account.  The payments are as follow:

  $117.99 received on 4/12/22
  $600.00 received on 10/28/22 Pledge
  $577.78 received on 4/19/23
  $1000.00 on 7/14/23 Returned Payment
  $548.00 on 7/14/23 Returned Payment
  $200.00 received on 7/17/23 Pledge
  $549.00 on 7/24/23 Returned Payment
  $1000.00 on 7/24/23 Returned Payment

  This issue was escalated already to the ************** ****************** and is beyond my ability to further assist.

• Initial Complaint

  Date:09/01/2023

  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 11-23-22 Duke Energy was requested to turn on power for my property. They instead turned on the outdoor lighting and began billing me for outdoor lighting. Months of me calling them to turn off the lights have resulted in a series of continuous errors of a new account being created, lights being turned on and off and no resolution. I have case numbers but no one has contacted me to resolve the bill I keep paying. On July 8th I was given 2 case numbers with a promise that I would be contacted and the money I paid would be credited back to my account. Duke employees I have spoken to over the phone have verified that my initial phone call from November was listened to and they made an error turning the lights on however I have yet to be refunded for the charges they billed me for. I can no longer see the online statements to one of my accounts and have not been credited the charges incurred. I have spent over 14 hours on the phone with them since January and have just given up. I need help and just keep getting transferred from one dept to another. Today I was told my initial account is for a business and that I would have to be transferred yet again. I was disconnected and have just given up on ever seeing my refund.

  Business Response

  Date: 09/11/2023

  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: 09/12/2023

   
  I am rejecting this response because I still do not have the money owed to me for months.  After my last phone call over a week ago I was told a check was in the mail. It is not in my hands yet.  I also requested to see the bills from my account and they have refused to allow me to see them.  They removed the bills from my online account and will not send me paper or digital copies.  My funds have been held for months and I still do not have a credit on my other account or a check for the owed amount.  I do not understand how a company can withhold money for months at a time when they have made numerous errors.  There is no accountability for their company and I am only given excuses every time I call.  
  

  Business Response

  Date: 09/14/2023

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

  Customer Answer

  Date: 09/15/2023

   
  I am rejecting this response because:

  I had a phone call asking to be called back at 1:45. There was another message that was just a recording to listen to your message and press 1 to send your message??? This sounded like an error by the company.  The last message left on my phone was after 5:00. The message stated to check my Zelle account for my balance   I do not have a Zelle account and have never had one   I called back and left a message stating I didnt have a Zelle account.  I still dont have my money that has been owed for months. I have checked my mail every day to see if a check has arrived.

  
  

  Business Response

  Date: 09/22/2023

  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:08/31/2023

  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 never sent me a final bill after I requested the final bill to be mailed to my new address: ********************************************************************. Since then, they sent a text stating that my bill was overdue last week of the balance. I called last Thursday and spoke with ****, who told me they were sending me to collections if no payment was made by September 1. I told the agent I didn't receive a bill, and couldn't pay the entire bill of $239.00 until 9/16.

  Business Response

  Date: 08/31/2023

  Good morning,

  Our records indicate this customer's service was located in *******, **. Please transfer complaint to the ********* BBB.

  Thank you,

  Amber
  Midwest Consumer Affairs

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. Please forward my complaint to the ********* office.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 09/01/2023

  We have reached out to the customer and resolved their concern. 

• Initial Complaint

  Date:08/31/2023

  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 informed Duke energy to close my account in April 2023 because I was moving to another state. Due to the deposit I had paid, I am owned the amount of $89 refund after my last bill was deducted. Till date, I am yet to receive my refund. I have called multiple times. I was told they sent the refund check but it was addressed to the wrong apt so they had to reissue. I was informed that informed that the reissued check was sent and this was two months ago. I am yet to recieve the check. They are quick to report your account to the credit bureau but when you are owed money they either don't want to issue it or give you the run around.

  Customer Answer

  Date: 08/31/2023

  What is the address you are complaint about?

  The address of service was

  *******************************************;

  *********, ** 28262

  Business Response

  Date: 09/07/2023

  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:08/30/2023

  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 is required to provide it's customers with a medical opt-out form from their smart meter program. *************** filled out the medical opt out form. On the form Duke Energy provided a section for a notary. *************** were willing to fill out the form without a notary present. Duke Energy is refusing to accept the opt-out without a notary. They were not required to attest tot the form. Further, their claims that it is to prevent forgery of the doctors signature is disingenuous. How can they prevent a forgery of the notary when they refuse to be present at the document signing. They are preventing my family from being able to legally opt out of a program that my doctor has advised could lead to adverse health conditions. Additionally, they have threatened severing service if I do not agree to additional up front fees and monthly fees or...find another doctors office with a notary. Further proving that they do not care about the patient doctor ************ as they have told me, in no uncertain terms, to go shopping for a doctor just to have a notary in the office.

  Business Response

  Date: 08/31/2023

  The customer filed a Commission complaint as well as a BBB complaint. We will work with the **** on resolving the customer's issue.

• Initial Complaint

  Date:08/30/2023

  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.

  We use Duke Energy for our power source. Monthly, I have noticed my bill due date to change at least 1-2 days from the previous month. I contacted Duke Energy who stated I could choose a bill due date, however, it is not guaranteed to be that date. Therefore, they will change the due date every month. Additionally, they charge 1.5% of your monthly bill if you have not paid the bill on their ever changing due date. I find this highly suspicious & frankly illegal to be able to change customer's due dates on a monthly basis. This is crooked & likely contributes to illegitimate late fees for struggling families. I'd like for the BBB to investigate to see if this is truly legal & ways to avoid said late fees when due dates are changing on monthly bases. Thank you, *******

  Business Response

  Date: 08/30/2023

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

• Initial Complaint

  Date:08/29/2023

  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.

  *****************( *** manager) have been contacting Duke energy about maintaining the easement (cutting the weeds/grass) behind my house since 5/4/23. A work order has been submitted and approved but no one has come. I emailed *************************** regarding my concerns on 7/7/23. I have NOT received any reply and the weeds have not been cut. Duke really ***** and they think they cannot be replaced. I work for the City and Im here to tell you, every company is replaceable with enough time and complaints. Thats why Im writing this complaint on ****** and sending it to our district representatives because the fact that I have to wait from 5/4/23 until STILL NOT COMPLETE is ridiculous.

  Business Response

  Date: 08/30/2023

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