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

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

• 

  Duke Energy

  1451 Military Cutoff Rd Wilmington, NC 28403

• 

  Duke Energy

  848 Bypass 72 NW Greenwood, SC 29649-1202

• 

  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:07/24/2023

  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.

  When we installed the solar system, the duke policy clearly shows "Any accrued credits will be reset to zero on May 31st each year" but this year, they reset the accrued credits on June 30th without any notification. This leads us lost 913 kWh that was generated by our solar system during June. I summited my request through email twice but they didn't give me any response. So I have to submit my complaint here to request they should give back ******* kWh to me.

  Business Response

  Date: 07/31/2023

  Customers billed on a Time-of-Use (TOU) rate with the *** METERING FOR RENEWABLE ENERGY FACILITIES RIDER NM-4B (Rider NM-4B) have their accumulated excess generation reset as of May 31st of each year. When a customer is on a non-TOU rate, the accumulated excess generation resets in the billing month that includes usage incurred on May 31st each year. Our records show that the customer is on the ******************* (RES) rate, which is not a TOU rate. The reset occurs in the billing month that includes May 31st.The billing month that included May 31st was the 05/31/23 to 06/29/23 usage period. We hope this information is useful. Thank you for giving Duke Energy Progress the opportunity to research this matter. 

  Customer Answer

  Date: 07/31/2023

   
  I am rejecting this response because:
  I received a response from them a few days ago, which was listed below:

  Thank your for your inquiry. You are correct the Carried Forward Balance should be reset on May 31st and no later. By the looks of your latest statement, it does look like it may have been reset after this date, so I have issued a request to have this checked over in case your bill does need to be adjusted to correct an error. Please, allow up to **** business days for this to be resolved. When our billing team completes the request, they will re-issue the bill with the proper Carried Forward Balance.
  Please, let us know if you have any questions.
  Thank you,
  ****************
  Lead ******** Services Spec
  Tel: **************

  so even their stuffs were confused with this policy, then how customer could understand well.
  

  So, 1st, I didnt see anywhere on their website shows the details how the reset process works. Can they provide a link for that?

  2nd, With smart meter, they should know the power generated each day. They should be able to reset the accumulated power on May 31st.

  3rd, now that they know the reset process happens on the billing statement ends on May 31st, So why they starts a new statement right on May 31st, rather than ends the old statement on that day? They did this on purpose to steal the power generated across the Whole June, which is not acceptable.

  No matter in which way, they should re-issue the stolen power back to us. 

  Business Response

  Date: 08/10/2023

  We sincerely apologize for the inaccurate information that was provided during your previous email correspondence with a Duke Energy representative. Please know that feedback has been provided to the representatives supervisor for coaching and training. The Net Metering *** Renewable Energy Facilities Rider NB-4B can be reviewed online at   rr3-**-rider-nm-dep.pdf (duke-energy.com).Item 3 on page explains the reset. The details are under *** electric service under a standard schedule without time-of-use rates: As the Tariff states, the reset occurs in the billing cycle that includes May 31st of each year. 
  The customer is on meter reading cycle 20. Billing cycles vary depending upon predetermined meter reading dates for the area. All meters in the area are read on the predetermined meter read date every month. The exception to this is for customers who choose to enroll in Pick-Your-Due-Date (PYDD), which allows the customer to select a due date that is convenient to them. *** more information on PYDD, please visit Pick Your Due Date - Billing - Duke Energy (duke-energy.com). 

• Initial Complaint

  Date:07/21/2023

  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.

  My rate is ES (All Elec). Per **** ** Rate Schedule my rates should be:Energy Charges *** the billing months of July October *** the first 350 kWh used per month, per kWh 9.0710*** all over 350 kWh used per month, per kWh 8.6175*** the billing months of November June *** the first 350 kWh used per month, per kWh 9.0710*** all over 350 kWh used per month, per kWh 7.6484My June usage was 614kWh and July usage was 980 kWh. I was billed $56.16 and $93.45 respectively. Using the rate schedule posted on the Duke website (above) I get $51.94 and $79.93 (for billing month June) or $86.04 (billing month July) for a difference of $4.22 and $13.82/$7.41 (June/July billing month) respectively. I have called customer Service twice without getting an adequate explanation to this issue. Both times the representative and their supervisor acknowledged the discrepancy and referred it to the ************* who only said it was correct and discrepancy was due to "rounding". What is being rounded? kWh, rates, ... ?All I'm asking is for someone to please explain the calculation to me that makes sense. A more detailed breakdown of energy charges on the bill might clear things up in these situations.

  Business Response

  Date: 08/08/2023

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

• Initial Complaint

  Date:07/20/2023

  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.

  Reached out to the company on several occasions. First 3/22/2022 to change my last name and sent documents showing I married and legally *******. Got a response to call customer service. Called customer service and it was explained they would change it. Moved and started new service at new address and name still shows in system on website and on bulls *************** old name. Called a couple of times to change it and still havent. Last call talked to ****** on 7/7/23. **** came and STILL not changed. How many times does it take to get this company to chsnge my name to my LEGAL NAME that is on all my documents!?

  Business Response

  Date: 07/25/2023

  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:07/19/2023

  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.

  I am trying to get back on my feet after Covid. I received a notice that I had to pay a **** bill to get service restored. I call to pay some on it and they want the whole amount. I dont have a problem paying it just cant all at one time. We got behind when Covid affected my husbands income. I had Covid twice within less than a year. Struggled with long Covid had to do therapy for that. I am trying to help take care of my father who relies on an oxygen compressor to live. I have asked several times for the form to be sent to me for the medically necessary and never got it. I finally was able to get it today after talking to three people. They tried to tell me I never asked for it. My father has been without his oxygen condenser. He is only living with one lung. This is not acceptable. I have since learned that my bank was not paying them like they were instructed. I have changed banks. I just need some time to get caught back up. But I still need my power in the process to keep my father alive.

  Business Response

  Date: 07/19/2023

  We have been in contact with the customer and are working to resolve his issue.

• Initial Complaint

  Date:07/18/2023

  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 did not send my monthly energy usage bill for 5 months. This was for a separate meter on my property I had Duke install as a business account. Meanwhile, I have been on autopay for my residential account for the last several years and have never missed a payment. When I contacted them for a resolution (aka, why have I not been receiving my monthly bill for the new structure) they FORCED me to pay my previous 5 months in FULL with no extensions, no payment plans, and no assistance or else they would disconnect my service. How can I pay something I was never receiving? They repeatedly did not take responsibility for the error. They even forced an auto-draft through my residential account (from installation I NEVER allowed **** to access my residential account through my business account) and I had to dispute the charge with **** of America to get a refund.This is extortion. I had only one option, pay in full or face disconnection. For this complaint I am seeking a refund for the $688.13 that I was forced to pay in full. I am 100% happy to pay this amount over the course of the 5 months that I never received my bills. I will also pay in full the amounts I am charged month to month. *** spent countless hours on the phone attempting to arrive at an amicable resolution with **** to no avail. They literally and figuratively have all the power. Very disappointed they couldnt see they made a human error and took zero accountability in this situation. This complaint is being posted in hopes this will not happen to the next duke customer.(The attached bill outlines the months I never received the bills, it also has account numbers, etc. also attached is the receIpt from the amount I was forced to pay)Please call or email for further details.Sincerely,************************* ************************* ************

  Business Response

  Date: 07/21/2023

  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:07/14/2023

  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 started the process of having my home shop powered from a separate power meter over a year ago. When I called and set everything up with Duke energy, I was told since I was an existing customer with excellent payment history, that I wouldn't be charged a security deposit for the second meter. I completed all the work, got my electrical inspection and contacted **** (June 13th 2023) to let them know I was ready for the new meter to be installed. There was no mention of a security deposit during that call. Then when I got my next bill, due July 10th, there was an extra $520 on the total amount due, but no explanation of what the $520 was for or why I was charged it. On July 3rd I spent over an hour on the phone with there "customer service" to determine the $520 was a security deposit for the service to my shop. I worked with ***** and filed case number ********** to dispute the deposit. I was told that I would hear back from them within a week. I did not, so, I called again on July 10th and spent another hour on the phone this time with ******. ****** told me that ***** had filled the deposit dispute case incorrectly and he was going to file a new one. He took all my info again and filed case # ********* and said someone would call me in a few days. No one contacted me. So today (July 14th 2023) I called and spent another hour on the phone with the so called customer service. I was transferred at least 4 times to different departments and finally spoke to a supervisor named ****** in the "business department". I again explained everything to her and even asked her to pull the recording of the original call from over a year ago when I was told there would not be a security deposit. Her response was that they could pull the call but even if I was told there wouldn't be a deposit, "it doesn't stop us from charging you a deposit". So Duke Energy can lie to you on the phone about how much a service will cost and then just charge whatever they want? Totally unacceptable!

  Business Response

  Date: 07/24/2023

  We're sorry for any confusion regarding the deposit. A credit check was processed at the time of application for identity verification and to determine if a deposit would be required.Based upon the credit screening, the deposit was not waived and was billed on the first invoice. As a one-time courtesy, we have reversed the deposit.Please note that if there are triggering events in the future (i.e., late payments, disconnection due to non-payment, returned items, etc.), the deposit may be reassessed and we will not be able to waive it again. Thank you for giving Duke Energy Progress the opportunity to research and resolve this matter.

• Initial Complaint

  Date:07/13/2023

  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.

  Miscommunication about my account. As far as not telling what I need to know. Removing thing off my account with out notice. Denying me a supervisor when ask

  Business Response

  Date: 07/18/2023

  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: 07/19/2023

   
  I am rejecting this response because: I not getting  the reason why  it happened. 
  
  

  Business Response

  Date: 07/20/2023

  We contacted the customer and addressed their concerns. We explained our process and apologized for any inconvenience. We would very much like to provide an explanation of the customer's account and guidelines regarding our programs offered to customers.However, the customer will not allow an opportunity to speak. The customer requested more time to pay his bill and was granted an extension. The customer was enrolled in our Budget Billing Plan (***) and based on the guidelines was removed from the *** due to a delinquent payment history. The customer was recently re-enrolled in the ***, this should reflect on the next invoice.

• Initial Complaint

  Date:07/10/2023

  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.

  My husband received a confirmation email on May 22, 2023 that our electric services were cancelled as requested for our previous home **. We closed on a new home in ********** on May 31, 2023 but received a statement of $7.65 from Duke Energy on July 6 to pay for the lamp post that was on our property in **. We were never notified of this charge through email/text/mail until receiving the statement. Our last payment had posted on June 15, 2023 which gave the company plenty of time to notify us of that last charge. The remaining balance on that statement also said $0. My husband called customer service and was told that because the new homeowners opted out of using the lamp post, the charge was sent to the previous account holder of the address i.e. us, even though we had already cancelled our account. We agreed to pay the $7.65 and asked to cancel the service for the lamp post but were billed again for $0.51 cents a day later for the same service. **************** told us that they are unable to remove the charge but gave no valid reason.

  Business Response

  Date: 07/10/2023

  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:07/07/2023

  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.

  In October 2021 I moved from *************************************** apt b3 ********* ** ***** to my new address. I told the representative over the phone that I wanted to transfer my services to my new address. The representative failed to stop my old service and started my new service. After 6 months of making payments I get a notice that my service would be suspended with a $1500 balance. I called and they said all of my payments were going to my old address. I asked for them to locate the call where I initially started my service and they could not locate the call or any notes on the accounts. I provided proof that I did move out and attempted to get Duke Energy to adjust my billing account to ************************************************* and I never got a response. I have also left multiple messages for a manger to call me to try to fix this issue and never got a response. This is not fair and very unethical leaving me with an outrageous bill due to failed procedures from the representative. Please help.

  Business Response

  Date: 07/06/2023

  Good afternoon,

  I apologize for the inconvenience; however, this customer's service is in **************. Please transfer complaint to ********* BBB.

  Thank you,

  Amber

  Midwest Consumer Affairs

  Business Response

  Date: 07/07/2023

  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:07/07/2023

  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.

  Trying to recover from covid financial burden as a single mom has been difficult. My bill is currently over $3000. **** has been generous in the past with setting me up on a payment plan but that doesnt stop the burden and other bills I have as well. I offered to pay half the amount due and asked for ***** with my bill one last time and was told there is no help. Pay 3k in 5 days or be disconnected. With a disabled child in my home this isnt an option. I am working on my end to try and get the full 3k in a week, but it wont be likely.

  Business Response

  Date: 07/07/2023

  Duke Energy representative spoke with the consumer and established a satisfactory payment arrangement.