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

  1636 Pearman Dairy Rd Anderson, SC 29625-2008

• 

  Duke Energy

  808 Duncan Reidville Rd Duncan, SC 29334-9741

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:08/10/2023

  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.

  It seems to be a problem with this company every month I paid my bill down and my next bill came in at 85$ the next bill went up to 150$ and then the bill after that came in at 245$ I have cancer and I dont use my power at all if any during the day I use natural light until sun set my thermometer does not change throughout the whole year. And I am being told its be Im moving my thermostat back-and-forth and it further from the truth. During the winter, my thermostat stays the same and I utilize my fireplace to warm my home, but for some reason they tell me that because of what my thermostat is on it its pulling more energy which makes no sense. I would greatly appreciate if somebody would take the time to look in to the pricing that hes been giving to the community. Something is not right and its been like this for years. At some point we is a community need to stand up against the only power source that we have.

  Business Response

  Date: 08/14/2023

  This is the response I just emailed to ****************:

  Good afternoon, ****************
  
  I have reviewed the information you furnished to the BBB along with the account billing and payment history. I understand with your medical situation and being on disability that high bills can be challenging.  After completing my review, I found no improprieties in the usage billed to your account.  Your billed usage is determined by what pulls electricity within your home.  I know you said you dont use any electricity during the day; however, your water heater and refrigerator are constant users of electricity as well as the heating and cooling system.  These are the biggest users of electricity in your home.  Even if you dont make any adjustments to your thermostat, the usage will fluctuate based on the time of year.  Your usage is higher in both the winter and summer. One way that you can more accurately monitor your usage to help you determine anywhere you can conserve electricity is to sign up on our website, www.duke-energy.com, for MyAccount.  Once you do that, you can see the usage daily.  It will show when the usage spikes and may help you in lowering your usage.  For your review, I have included a billing and payment history of your account beginning with the bill dated April 2021 through the current bill dated July 2023.
  
  Please let me know if you need anything else once you have reviewed this information.
  
  Thanks, **********;

• Initial Complaint

  Date:08/07/2023

  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.

  On Wednesday, August 2, 2023 at approximately 2pm, Duke Energy came to my residence to un-install a surge protector, at my request, and, while doing so, sent a surge to my home and shorted out my oven. My 85 year old mother was at home alone at the time and specifically asked the techinician did he need access to the house. He replied, "No." I called Duke Energy on August 3, 2023, to report the incident to the Manager and was told that he was not available and to expect a call later that morning. I never received a call. Therefore. I called back that afternoon and was told it took 24 hours. On August 4th, no one called, and again, I called back and was informed to expect a call by 5:00pm. Still no call. Duke Energy has outright failed to address this issue and neglects to retify their mishap.

  Business Response

  Date: 08/10/2023

  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: 08/10/2023

   
  I am rejecting this response because:
  I reject Duke Energy's response because as of today, August 10, 2023, I have not heard back from Duke Energy in response to filing a complaint as instructed with ******** on August 7th. I have been without an oven due to Duke Energy's mishap and negligence since August 2, 2023. Duke Energy has failed to resolve this issue efficiently and in a timely and reasonable manner. 
  

  Business Response

  Date: 08/11/2023

  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:08/04/2023

  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.

  The Duke energy website promotes the share light fund program that is supposedly a way to provide financial assistance towards a customers electricity bill. They provide a phone number that is supposed to be used to sign up for said program which is not a number that is related to the Duke energy entity, it is a phone number that is for the ** dhhs automated hotline where you cannot talk to a live person nor receive help with paying your Duke Energy bill. They also promote that customers are able to donate towards this program but it simply does not exist. Customers like myself am have hardships where they fall behind on their bill due to life circumstances and Duke energy continues to promote the said program that just leads you to a state hotline thats not help at all and their electricity service ends up being disconnected.

  Business Response

  Date: 08/06/2023

  The program information submitted by the consumer with regard to the Share the Light Program is correct.The Share the ********** is designed to bring together customers and communities to help individual and families struggling to pay their energy bills.  The Duke Energy Foundation matches every dollar donated by customers and employees up to $500,000.  The funds are distributed and disbursed by local charities.  

  
  In an effort to assist customers with paying their bill.  Duke Energy offers Installment Plans, Due Date Extensions and Disconnect Extensions. More information for these payment assistance options can be found by visiting: *********************************************************************************; We hope that this information is helpful.

  Customer Answer

  Date: 08/07/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:08/03/2023

  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.

  On April 21, 2023 I made a payment of $444.13 as part of a set payment arrangement. I received confirmation of said payment that same day and thought the matter was complete and that my next payment was due in May. In May when I called to make my payment I was informed that my payment arrangement had been cancelled due to non-payment. When I inquired further I was told that although I made the payment on time the bank did not pay out to Duke Energy until the 24th so they (Duke Energy) would not honor the payment and consider it a breach and therefore cancelled my payment arrangement. I have been trying to speak with a supervisor about this issue since may and my calls have not been returned and everyone I speak with keeps saying they are sorry but nothing can be done. I do understand that my bill is extremely high, which is why I got the payment arrangement in the first place, and I need to break it down into payments so that I can get it paid off. I am not asking for anything free just for them to reverse a decision based on circumstances outside of my control and allow me to make a payment arrangement so that I could avoid disconnection.

  Business Response

  Date: 08/07/2023

  We have attempted to call the customer 3 different occasions at ************* with no response. However, the customer reached out to our customer service specialist and received a full explanation of the account billing and payment history and our process. We are closing the complaint due to no response.

• Initial Complaint

  Date:08/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been on Duke Energys budget billing plan since 2007. My annual renewal date is ******* of each year. In December 2022 Duke energy started adjusting my monthly budget billing amounts up and down for several months. The last statement I received my budget billing amount was being adjusted again. My understanding of the budget billing plan that I signed up for was that a set amount would be taken out of my account each month to pay for my power and at renewal Duke energy would look at the the year and determine if the new budget billing amount for the next year would go up or down based on prior year energy use. Ive called Duke Energy about this and was told that they do quarterly reviews and thats why my monthly payments have been going up and down since *******. I explained my understanding of the plan I signed up for to the representative but she just kept saying they do quarterly reviews and couldnt tell me when the budget billing plan was changed from annual review to quarterly review and she couldnt tell me when Duke Energy notified their customers of this change. In the past, the actual monthly adjustments didnt occur until the annual renewal date. I dont like that Duke Energy changed their budget billing practice/customer contract without notification. I never received any notice from Duke Energy that they were changing their billing practices on the budget billing plan. In addition there is multiple social media posts about Duke Energy and the ridiculous high bills people are receiving. I disagree with this billing practice and I would like it resolved. I would like Duke Energy to honor what I signed up for otherwise why would I be doing budget billing when my amounts are going to fluctuate every other month? Thank you.

  Business Response

  Date: 08/04/2023

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

  Customer Answer

  Date: 08/05/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:08/02/2023

  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.

  This spring Duke notified us that they would be coming through to trim our trees away from the power line. On the day it happened we returned home late to find that 1/3-1/2 of our 50+ year old tree's canopies had been cut out leaving the trees unbalanced and endangering their health. We called to report it to the Contractor and he came out and said his guys were "a tad aggressive". But that doesn't fix the issue. Further, they asked us to transplant our 3 year old trees from the fence line and when one was moved it died. Since duke hired the contractor's they are responsible for replacing our trees. Both the 50 year old shade tree and the young tree that they decided needed to be transplanted but was clearly too old to move. ****'s are very versatile things WHEN they are managed right, but **** doesn't care what happens to the trees. They only care about cutting them out of their way.

  Business Response

  Date: 08/07/2023

  We have attempted to contact the customer 3 different occasions at ************* and the Daytime Phone: (813) ******* that was provided in the complaint
  with no response.  We are closing the complaint due to no response.

  Customer Answer

  Date: 08/11/2023

   
  I am rejecting this response because: I emailed back. true the ************ has changed but I provided in my email that they could reach us at ************.
  
  

  Business Response

  Date: 08/25/2023

  The first complaint was not answered due to the primary phone number on their account was not in service.  The secondary number provided was missing the last number.  I placed a work order to resolve our customer's issue the tree trimming that was done on 8/14/2023.  I reached out to *************** at ************ on the same day.  I reached out to *************** again today, 8/24/2023 regarding her complaint. I reached out to our vegetation team to get their plan of action and once I receive their response, I will reach back out to *************** at ************,

  Customer Answer

  Date: 08/29/2023

   
  I am rejecting this response because: I have spoken to them via phone and they were given a proper number. A ticket was made in their system and then closed without anyone talking to me. Awaiting response from them. 
  
  

• Initial Complaint

  Date:08/02/2023

  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.

  Last Sept (2022) my wife moved out & into her own crib. She confirmed with Duke Energy (DE) that everything in place, will stay in place. My name will remain on the ****, the solar panels will stay but her name needs to be removed because she is moving. They removed her name and service continued without any interruptions, notifications from DE, or any communication at all. Last Friday (7/28) I received an unusually high bill from DE, so I called to inquire. At this time I find out not only has DE stopped giving me money for the energy my solar panels are creating; DE is actually taking and using this same energy from the same solar panels that I purchased and they disconnected. WOW! Still blows my mind! Anyway, I immediately begin trying to rectify the issue and this is when bad goes to worse. DE gives me the complete run around, several transfers, left on hold for dozens of minutes, hung up on, and lastly a lady finally calls herself helping me BUT I soon learn that we complete the wrong form. As my faith in this entire process continues to dwindle, I quickly follow up to check the status of what's been submitted and I'm then instructed to complete another request form because the previous rep. completed the wrong form. Eventually what I'm praying is the correct form was submitted yet DE refuses to even ensure me that the form is complete, completed corrected and/or if anything else is needed. I'm only being told that they have a review period of 10 days and after those 10 days they will let me know the status. It's absolutely ridiculous for DE to treat a 30 year paying customer this way, but the true illegal kicker is they are still stealing the energy that my solar panels are making. Todays rep confirmed that the power from my solar panels are helping charge DE's power grid. I don't have an issue with that especially during these summer months, but being that the solar panels belong to me, I'd like to get credit also. Please Help! /":

  Business Response

  Date: 08/02/2023

  There is no issue related to the form needing to be filled in.  The customer has submitted a Transfer of Ownership as of 07.31.2023 and would like an expedited reply if the information provided by him is correct.  We cannot provide a solid yes or no without completing a full review within 10 business days which is our standard process for all six states that we service. The customer received the notification in 2019 advising that the Net Metering agreement will not survive a Transfer of Ownership on page 8 of the documents that his wife signed on 07.30.2019. (attached). 

  Customer Answer

  Date: 08/02/2023

   
  I am rejecting this response because:
  This response doesn't respond to my entire complaint nor does it address a resolution. Once I'm at home, I'll also attach the email in which Duke Energy sent me saying I was rejected for completing the wrong form. But regardless of that what about me finally getting my solar panels connected NOW and receiving the proper credit, as well as the solar power Duke Energy has stolen from me for the past year?

• Initial Complaint

  Date:07/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rude. Absolutely the rudest customer "support" representatives I've ever had the displeasure of interacting with. Every time I call there is attitude and indignant demeanor. I feel that any request I make goes no where. Worst of all the support reps are Americans... this is not outsourced assistance. I'm floored at the abrasive insincerity of the past 4 agents I've spoken with. This is a trend and systemic.

  Business Response

  Date: 08/15/2023

  We are sorry to hear about the unpleasant customer service experiences and would like to investigate this matter. We are unable to locate any current or previous accounts in this name.An email has been sent requesting additional information to assist us in researching this issue. 
  

• Initial Complaint

  Date:07/27/2023

  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 was billed ******* that was due on July 25 on my bill. Which is pictured. Online they are also trying to back bill me for **** dollars. The balances create confusion and is not user friendly. The numbers don't match up and is misleading and my balance should be zero after I paid **** today. I want my remaining balance owed to be what it shows online and the payment over ******* today to be credited to my next bill.I have been a customer with them since ****. They have a monopoly in our state and do not treat customers respectful when you call them for help etc. They also reflects in there less than 2 star review on BBB

  Business Response

  Date: 07/27/2023

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

• Initial Complaint

  Date:07/25/2023

  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 July 13th 2023 I tried making a payment using my debit via the Duke Energy for my light bill and noticed that I was no longer able to access making a payment using a debit card. And that it would only allow electronic bank account using a account and routing number to be used. I have called in so many times and have had so many agents logging in and confirming they aren't sure why I am not able to pay using my debit card online I even tried making a payment by phone and it wouldn't allow me to make a payment via phone either. Which is weird because I just paid my light bill the beginning on July via the Duke energy website using my debit card and now it's not allowing me to pay via debit card anymore. I have at least three tickets in and was told someone would get in contact with me to fix the issue and it's been almost 2 weeks and I am still not able to pay by phone or on the website. There are at least four web support rickets in that have not been resolved. I have been making payments online using my **** debit cards for years. And no one can figure out what's going on or if it's system issue.

  Business Response

  Date: 07/26/2023

  I spoke with ****************** today and explained that the payment system, Speedpay, only allows 5 payments using different debit/credit cards within a rolling 30-day period.  This is the only reason she couldn't make another payment.  She understands this process.  I also apologized that the customer service reps didn't give her this information; feedback will be provided.  I am going to monitor her account and call her back on 07/31 to process another payment.  She also understands that I am supplying this information to you.