Business Profile

Electric Companies

Duke Energy Carolinas

Headquarters

Complaints

This profile includes complaints for Duke Energy Carolinas's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

690 total complaints in the last 3 years.
252 complaints closed in the last 12 months.

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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:07/07/2023
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.
Duke Energy never sent a bill by mail and we never signed for paperless billing. For over a year we would receive energy reports but no bill!Because my wife and I are being treated for cancer we were told by a supposed friend that power bill was being taken care of.When they finally mailed us a statement it said we owed $10,000.00 and they would divide it into 6 payments!We couldnt afford the payments but when the first one came due, by Gods ***** we were able to sell our vehicle and pay over $2000.00. When the second payment came due we were unable to pay..With our balance so high we will never have power here and our health, mine and my wifes, is deteriorating rapidly.Please allow a reasonable plan to have our service reconnected. We have been customers for a long time.
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.
Customer Answer
Date: 07/08/2023

I am rejecting this response because:
Ms. ***** with Duke Energys Consumer Affairs gave one option: hand over $******* all at once immediately if we want power back on.
She never explained how a single family dwelling was allowed to reach a balance of $10000.00.
if she apologized, I didnt catch it. I was a little nervous in the beginning because it is so important for us to get this resolved. There was certainly no apologetic sentiment.
t
Telling me to pay ******* at this point is same as telling me to pay a million My wife and I are living month to month and can barely afford our medications.
thank you

Business Response
Date: 07/10/2023
Customer was contacted and advised:
1. Duke Energy does not automatically enroll customers into paperless billing. This is because the customer has to choose a username and password. Once the customer agrees to the terms and conditions, the account is placed on paperless billing and the bill is emailed to the email address listed.
2. The last successful login for the paperless billing online account was in April 2023. The balance is displayed as soon as the login has been verified with the password. The person who logged into the account was made aware of the account balance at that time.
3. Duke Energy has attempted to work with the customer by allowing them to set multiple installment payment plans. This customer has defaulted on 5 installment plans within the last year by not adhering to the arrangement they agreed to.
4. This customer has tried to avoid paying the outstanding balance by having someone else apply for service. This is considered bill avoidance and is now being handled by a specialized group.
5. Notifications have been sent to the customer via phone call, text message, and/or email each time the account has been scheduled for disconnection due to nonpayment.
6. The customer has at least 2 returned payments within the last 12 months with the most recent payment from April returning due to insufficient funds.
7. Attached are copies of disconnection notices and the most recent installment plan letter that was MAILED to the customer.
Initial Complaint
Date:06/27/2023
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.
On May 24,2024 I requested Duke Energy to terminate the electrical service to **********************************************************************, account *******. I removed the automatic charging allowance to my bank account, requiring ********************** to forward me the final bill via US Mail to my home address for verification and to ensure I was not overchanged electrical services. On July 25, 2023, Duke Energy forwarded an email to my gmail address ********************** notifying me that they had automatically charged my bank account, which was not authorized.
Business Response
Date: 07/05/2023
We have reached out to the customer directly to resolve this concern.
Customer Answer
Date: 07/05/2023

I am rejecting this response because:
Duke Energy provided a response that said the power was terminated on *** 25, 2023 due to the new tenants request to begin service for that address. They also indicated they had no formal request from me to terminate the service. I forwarded Duke (***************************) the email which identifies order #*********** was processed on *** 24, 2023, requesting termination, but ****** earliest date was *** 26th. This was changed to *** 25th as the new tenants wanted power to begin on the 25th. I deleted the auto pay option on the 24th and the payment was processed weeks after.
Sincerley,
*******************

Business Response
Date: 07/05/2023
We apologize for any confusion. The service order that was completed to take service out of the consumer's name was due to another party applying for service. The service was taken out of the customer's name on 5/25/23 and started in the new party's name on 5/26/23. We read the meter on 5/25/23 and sent a final invoice to the customer. Auto Pay was not cancelled on the account (it is not automatic when the account is scheduled for disconnection), therefore, the customer's final bill for service through 5/25/23, was drafted as our normal process.
Customer Answer
Date: 07/05/2023

I am rejecting this response because:
The Duke Energy response confirmed the bill was not automated, yet the final bill was processed to automatically withdraw funds from my bank account. I assume this is not a permitted practice (unauthorized withdrawal)...am I assuming incorrectly?
Thanks,
Sincerely,
*******************

Business Response
Date: 07/05/2023
Yes, we followed the correct process as the account was still enrolled in Auto Pay. We sent the final bill to the customer for service through 5/25/23, and it was due on 6/26/23. The customer has a zero balance and no further drafts will be made as we are no longer billing this customer for service.
Initial Complaint
Date:06/26/2023
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.
In October 2022 we installed solar panels on our home. When we produced more kilowatt hours (kWh) than we produced, Duke Energy issued us a credit. We were dismayed to see that as of May 31, 2023, Duke had confiscated 441 kWh hours that wed produced. **** called this a reset. We think this is an unjust confiscation without compensation of energy that we produced with panels that we purchased. While we understand that this policy was approved by the ** ********************* we question the legality of this policy.
Business Response
Date: 06/26/2023
The customer chose to have this issue addressed via the ************** Utility Commission/**************************. In doing so this has escalated beyond my ability to assist. We are closing the complaint.
Initial Complaint
Date:06/26/2023
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.
Power was suppose to had been disconnected on May 20th in which I received a stop service confirmation for it. I called them and told them I submitted one they said theyd tell me where to send it and never did so I sent an email saying I stopped service and they said the bill is correct I have to pay it in which it was not I looked and the stop service says May 20th it was suppose to be disconnected as I was moving to my new apartment. I was told that my bill would be corrected as well and never was.Please correct my bill and refund me as well as a credit for the mistakes.
Business Response
Date: 06/30/2023
We have contacted the customer and addressed his/her concerns and the customer is now satisfied. Please let me know if you have additional questions.
Initial Complaint
Date:06/26/2023
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.
I moved out of my previous address June 10, 2023 and into my new address the same day. My start service request at the new address was received with no issue. However, for unknown reasons my stop service request never went through. I called Duke to ask them to adjust the stop service as I had moved out and they made my stop service 2 weeks later. I spent 40 minutes on the phone and explained the situation to 2 to 3 people. I was out on hold for a manager and then the line disconnected . They did not change my stop service to the correct date and are trying to charge me for 2 weeks I didnt even live there. Like Duke doesnt make enough money off people already.
Business Response
Date: 07/03/2023
We have contacted the customer and addressed her concerns and the customer is now satisfied. Please let me know if you have additional questions.
Customer Answer
Date: 07/07/2023

I am rejecting this response because:

Duke Energy has 100% flat out lied. They have NOT contacted me at all about anything. I have had NO correspondence with Duke Energy.

Business Response
Date: 07/11/2023
We have contacted the customer and addressed her concerns and the customer is now satisfied. Please let me know if you have additional questions.
l us why here...
Initial Complaint
Date:06/23/2023
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 continues to send me threatening bills stating that I am past due. As you can see on the uploaded document I have never missed a payment and the Duke billing system has generated multiple bills prior to the 30 day period, ie; April **** a 16 day billing cycle then again April 22-May 4 a 13 day billing cycle was again generated. This has left my account to appear delinquent as well as add late payment charges to my bill. I have called as well as emailed on many occasions for resolution and still have had no response from Duke Energy.I have tirelessly called and contacted Duke Energy with no help from them. I typically get left on hold for 30 + minutes then someone will pick up verify my information and the call will drop. Not one time has anyone called me back from the customer service center. I am then left to start all over again. I beg for resolution from Duke Energy as the appearance of a delinquent bill brings a great amount of stress to me. Thank you. *********************** ********************* Thanks
Business Response
Date: 06/30/2023
When the account was enrolled in the Pick Your Due Date program. The account was billed a 2nd Budget Billing monthly charge. A billing adjustment has been completed. After the adjustment the balance of $552.59 has been corrected. A payment of $329.48 is due on or before 7/25/23. A corrected bill has been mailed. We apologize for the delay in resolving this issue.
Initial Complaint
Date:06/21/2023
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.
The amount im paying in electricity
Business Response
Date: 06/28/2023
We have been in contact with the customer and are working to resolve his issue
Initial Complaint
Date:06/21/2023
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.
I am currently experiencing an issue with Duke Energy Progress per the description below. ********************* ******************************************************* ******************* ************* Duke Energy Progress ***************************** (Interconnection Request Application) Issue:Duke Energy Progress's ****************************** will not review the latest data available to reconcile a disagreement on details concerning an Interconnection Application Request. For the address in question (listed above), Duke Energy Progress's consumption data (downloaded directly from Duke's website in .xml format) shows a peak load of ***** kW, but Duke is currently limiting the size of the solar inverter approved for use at the address of the complaint to 14 kW, claiming that the peak demand at the address does not exceed **** kW. Duke will not disclose or document the details of their solar inverter sizing policy despite numerous requests - instead saying "their system" only allows a **** kW inverter and this is based on peak demand at this address. The maximum residential solar inverter sizing is 20kW, but the applicant has only requested a 15kW inverter, based on solar system size and anticipated household demand. The applicant has called Duke five times in an attempt to resolve this issue and each time ***** representatives prove to be courteous but unhelpful and finally unwilling to escalate the issue beyond the customer service staff. Duke's Response:Descriptive Summary... "Too Bad - we won't look at our own data and explain our Solar Inverter Sizing methodology, even though it is contradicted by the data we provide customers regarding energy demand. As a result, customers requests to size inverters to an appropriate size are ignored. Have a nice day."Desired Outcome:Approval of interconnection Application Request ****** allowing installation of a 15kW inverter.Comments:**** is neither being transparent (no written policy showing inverter sizing calculation methodology) nor willing to collaborate to achieve a reasonable solution. The customer is left without an avenue to resolve a data backed complaint. ****** own data points out the error in this case. I have spoken to the following individual at Duke regarding this matter. ***, ********, ***, ********, awainting a callback from *******, **** or ******.
Business Response
Date: 06/27/2023
We have been in contact with this customer and are working to resolve his issue.
Customer Answer
Date: 06/27/2023

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:06/20/2023
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.
Duke power is billing me for services I have already paid for.Bill Invoice Date: Jan 27, 2023. *************** : Dec28-Jan 25. On invoice says: Previous amount due ******. Paid this on 2/1/23. For current service ***** which i paid on I paid the 003/7/23. i have receipt. Bill invoice date: Feb27,2023J *************** for Jan26- Feb 23. i paid the ****** and the ***** which left for the month of February a bill of *****.Bill invoice Date: Feb24- March 27. *************** for Feb 24-March 27. Previous amount due: 1***** which i paid on above dates. i owed ***** for **************** and ************* I owed ******. i paid ****** May 2, 2023. I have receipt.**** invoice date: May 26, 2023.***************: April26- May 24. Previous amount due; ******. i paid that as noted above on May 2, 2023. I owed ***** on current bill , *********** shows i owe *****. I paid ***** on June 18.I have receipt.I was on the phone for 1 and 1/2 hours with Duke energy trying to get the bill fixed. The service people I talked to did not seem to care or sounded confused. i would appreciate any help you could provide. I have all receipts if you need them.
Business Response
Date: 07/05/2023
We have been in contact with the customer and are working to resolve her issue.

Initial Complaint

Date:06/14/2023

Type:Service or Repair Issues

Status:

Answered

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 02/21/23, I contacted Duke Energy regarding the installation of a light in my yard. ***** contacted me on 02/22/23 to confirm the order and to advise that someone would contact me within a few days. When I didn't hear from the technician, I called ***** back on 03/08/23 to let her know. She told me she would contact the technician and have him contact me. On 03/20/23 and 03/21/23, I attempted to contact her again, but did not receive a response, so I called the main number on 03/21/23 and filed a complaint. Someone who claimed to be the technician's manager contacted me. ******* contacted me eventually. Following ********* assessment, I decided to move forward with the project. I was informed by ******* on 04/19/23 that the light would be installed by the end of May. The contractors arrived without notice on 05/04/23 to install the light and kept interrupting my work day and told me they would have to cut the power to my home to finish the light installation. This was a significant concern for me since I work from home. After they struck a pipe in my yard, I was asked to make a decision on the fly regarding something I did not understand. Despite leaving him a message, ******* never returned my call. On the following ****************** (********* Supervisor) called me to apologize for what happened, inform me about the claims process, address my concerns, and listen to my grievances. He assured me that he would call me back with a solution and was committed to making things right. In my opinion, he did that, however, after the light went live, I contacted him four times concerning the conduit stub and the red flags that the crew left behind. I initially did not receive a response, but after sending him a picture of what was left behind, he stated they would be removed next week. The flags and conduit stub have not been removed as of 06/14/23. As a result of ********* lack of communication and Duke Energy's lack of follow through on this project, I am truly disappointed.

Business Response

Date: 06/29/2023

This report is from our LIghting Director.

*************************, Construction Specialist, spoke to ********************************* *******************************************************************.

***** apologized to ********************************* for her bad experience. She asked ***** to remove a few pieces of old dead tree limbs that were apparently cut when the OH was installed. ***** made arrangements to get those cleaned up off of her lawn.
***** told her he personally would drive by on his way home this afternoon and check it. She seemed very satisfied with ****** response on behalf of Duke. We have taken the following actions to remedy this issue.

811 Locate Flags removed.
Conduit removed that was marking underground pipe.
Limbs removed.
Apologized for designer communication issues.

Customer Answer

Date: 11/08/2023

I am rejecting this response because:

In February 2023, I contacted Duke Energy about installing a light in my backyard. I was told I would hear from someone within a few days. Several times, I had to call back and even filed a complaint about the delay in receiving a call. After some back and forth, *************************** came to my home and told me that they would have to dig underground to get power to the lighting. My decision to allow the underground digging was based on weighing the risks against my safety concerns. Based on the information provided by the engineer, I signed releases. On 05/04/23, the contractor (ULCS) came to my home without notice and began digging in my yard (I was advised by ******* that I would receive notice beforehand). They damaged a pipe in my yard when digging. The next day, I received a call from ******************* (????) with Pike Engineering. ***** advised me he was ********* supervisor and asked me to explain what happened. In addition, he said he didn't know about the installation and wanted to correct it. After reassessing the issue, he said he would devise a plan and get back to me. That's what he did. As a result of the reassessment, the power for the light was sent overhead rather than underground. As a result, I inquired why this was not done the first time. I was informed that they did not even need to go underground and had the engineer assessed my yard correctly beforehand, this could have been avoided. I asked ***** several times when they were going to come and remove the signs and the conduit (where they struck a pipe) and even though he promised to send someone to remove it, he never did. Back on 06/14/23, I had to file a complaint with the BBB for assistance. ************************* became involved at that point. He had the crew clean the area and apply seed and straw after removing the items. My concern is about the pipe that was struck. I filed a claim with ******** based on ******* recommendation but it was denied as they said they did what Duke Energy told them to do.

Desired Outcome:

I would like someone to check the pipe and determine the extent of the damage before it gets too cold. It is tiring to go back and forth with them about this matter. As a result of ********* inaccurate assessment, this situation occurred. Having been a client for more than two decades, Duke Energy needs to make this right and assume some responsibility (especially since ******* did not need to send a crew out to my house to install the light).

Business Response

Date: 11/15/2023

Our lighting service tech visited the location on 11/10/23 and the remaining conduit had been removed. ********************************* was not home at the time for him to speak with her. The pipe that was hit serves a vacant lot next to her lot. There was no damage that would have caused any damage to ************************************* plumbing. Our Lighting Manager attempted phone contact on 11/14/23; a lady answered and when he told her why he was calling she said ******* didn't live there and he had the wrong number. He tried the secondary number we have on file for her, and no one answered. He left a message, but she did not call him back. Our Claims Manager has also reviewed her damage claim and the denial is correct. Since the conduit has been removed and there is no damage to piping affecting *********************************, we consider this investigation complete and are closing this case.

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