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

  1636 Pearman Dairy Rd Anderson, SC 29625-2008

• 

  Duke Energy

  500 Utility Dr Clemmons, NC 27012-8337

• 

  Duke Energy

  201 N Main St Travelers Rst, SC 29690-1526

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:05/25/2023

  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 call Duke energy every month around the 26th of the month to pay my utility bill in full. In April 2023 I called Duke Energy to pay my bill but this time when I spoke to a representative I was informed that I didnt have a balance, but in fact I had a credit and that I wouldnt have to make a payment again until May 2023. I called Duke last week to see if my May bill was available. To my surprise the representative told me my balance was over $700 because I didnt make a payment in April. I explained to the representative that I called in April and was told I didnt owe anything because after adjustments were made I had a credit. I am a senior citizen who doesnt have extra money to spare. I am very responsible and pay my bills every month. No one can explain to me why the representative in April told me I had a credit. I suggested that someone pull the recorded phone conversation so that we can get to the bottom of this. Ive been getting the run around and cant seem to get this exorbitant amount resolved. I would really appreciate any assistance you can help me with to resolve this matter.

  Business Response

  Date: 05/30/2023

  Due to an error, the bill was calculated incorrectly for one or more months.  The original January statement was $415.36.  Once the account was rebilled, it was billed $412.35. During the reversal of charges process, it would have created a credit. This was not a credit that was due to the customer. We apologize for any inconvenience that the customer may have experienced.  

• Initial Complaint

  Date:05/18/2023

  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.

  5/12/23 5/16/23 **** sent out information stating that there was a credit on my account due to a billing error which equated to me not owing anything for the month of February, paid in April. Jump to *** and they are auto-drafting my account twice in 4 days for $350 with no notice to me. They stated that they sent out a corrected bill on 4/17/23 reflecting this but I have never received it even though I have received every other communication with them prior to and after this date. I spoke with a representative this morning and they stated that I did have a credit for February and then said that I also had a bill for February. If you have a bill and a credit for the same amount that equates to a $0 balance but I was charged twice in less than a week to pay a bill that I had a credit for. **************** was poorly equipped to handle the situation and could not explain to me why there was both a credit and a charge. This seems incredibly devious but they know that they can get away with it since we don't have a choice but to use them as they are the only provider for our address. I am providing the bills that were provided to me after the phone call. One shows a credit, the next shows the $0 balance. The third shows my bill due in *** and the fourth shows the bill due in *** plus the bill that I had a credit for in February.

  Business Response

  Date: 05/23/2023

  Due to an error, your bill was calculated incorrectly for one or more months. As a result, you are receiving a corrected bill. You may disregard the previous bill received for the same billing period. If you have already submitted payment, it will be applied to your balance and adjusted next month. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 05/23/2023

   
  I am rejecting this response because: this does not resolve the issue. This is the blanket statement that **** has provided everyone. When you call, they give you a different response. I dont want money applied to my account, I want a refund for being double charged. This billing error has been going on for months now. If I am not refunded, I will be seeking council. 
  
  

  Business Response

  Date: 06/05/2023

  We did not receive the initial rejection. A billing explanation has been provided to the customer. The customer has been sent a billing and payment history.

  Customer Answer

  Date: 06/05/2023

   
  I am rejecting this response because:
  The files they emailed me do not match what I was provided and what I have provided to you during this claim. Its absurd to say that they didnt receive the initial claim, I called and spoke with an agent so they do have documentation of that. This has been a circus and they are using their place of being the only provider to their advantage. 

  Business Response

  Date: 06/08/2023

  Management has reviewed the response and it has been determined that the final response is the correct billing explanation has been provided to the customer. The invoice that the customer states they did not receive has been emailed to them.

• Initial Complaint

  Date:05/09/2023

  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.

  Upon closing my account with **********************, I was supposed to get the refund back of a deposit I paid to open the energy account in the first place. I closed my account in mid March 2023 and I keep calling Duke Energy and all I get is different responses. No resolution yet. The amount I should receive back is $231. I keep calling with no results so far. They can identify my account by ph nr of ************.

  Business Response

  Date: 05/16/2023

  A check in the amount of $233.81 was issued on 5/15/23 and is being mailed to the address on file. The customer should receive it within **** days. Thank you for your patience.

• Initial Complaint

  Date:05/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My electricity has been turned off a total of three times since September. The first time for six weeks on September15,2023 until November 23,2022 because I was told I had to pay $1000. My bill was current and paid. I refused to pay, I was told my deposit was taken and used toward the final bill, I would never get electricity again without paying the money however on November 23 at 2:45 pm my electricity just came back on. The second time February 14,2022. I came home with a door tag hanging on handle stating your electricity has been disconnected. Please pay and the dollar amount was blank. I called after five and someone picked right up. I was ask if I set up a payment plan for a deposit of $200. I told Duke Energy Progress no, I have no need to, why is my electricity off. Again it was turned on immediately. This last time was ***** 17,2023. I was told my electricity was turned off for nonpayment and my account was closed because no money was paid within five days. Also I was told my deposit would be taken again to be used towards the final bill. I have only ever paid one deposit when first getting electricity so I was totally confused. My bill was paid and current but somehow the bill was being added to overcharging me hundreds of dollars for some deposit agreement in said to be January 2023? I tried putting in two locations for Duke Energy Progress. I have had to deal with the ******************** ************** offices.

  Business Response

  Date: 05/15/2023

  The customer filed the same complaint with the ************** ********************* This complaint has been addressed and closed.

  Customer Answer

  Date: 05/16/2023

   
  I am rejecting this response!

  I conducted a conference call with Public Staff- ************** ******************** representative ********************************** and Duke Energy Progress Consumer Affairs representative ****************** at ************** to ask that all information previously requested by **************** be sent directly to her since the 12 month billing statements were not/ and still have not as she has previously requested. My complaint has not been closed although Duke Energy Progress is being uncompliant! I have also filed complaints with the Hoke *************************** Case Numbers ******** & 23040219,Grid One Solutions LLC: Contacter for Duke Energy Progress,Consumer **************************** **************,The ************************* **************,The Department of Energy, **************. My State House of Representatives official ***************************,and Senator ************************* Hopefully with everyone working together I can get my electricity back on and stay on! However I am still in the dark and have been since April 17,2023. Someone please help me!

  
  

  Business Response

  Date: 05/23/2023

  The customer is aware of what is required to reestablish services.

• Initial Complaint

  Date:05/04/2023

  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 am moving. I called Duke Energy to transfer service to the new location. New acct # ************ Current account number ************. I had to switch apartments at this location so there is another account number for the same address but a different apartment. I did not have a deposit to pay either time. i did not have a deposit to pay 2 locations prior to this reside either. I have paid Duke Energy on time for years however, i called on May 1, 2023 to transfer service and was told i have a deposit of $265. I do not understand this as I have not had a deposit for the past 4 locations and have paid them on time. I asked the representative to have this evaluated and was advised there is nothing that can be done. I know this is not true. My 10 year old son and I have lived here all winter with no heat and this is a new residence. We both had the flu and have hospitals bills that have to be paid. On top of the fact that I had emergency surgery in Han 2023. Because i was moving from temp to hired through the company, I did not get the insurance taken care of because i was in the hospital for weeks. Another ****** bill.I need this corrected because i should not have a deposit, I have always paid on time, and i should not have a deposit now. especially almost $300. This is totally wrong and I am in no position for Duke's errors. This is totally wrong. I feel this should be investigated and I need this resolved sooner than later. i have to move by May 20th or i will have to try to pay for two residences.

  Business Response

  Date: 05/10/2023

  We have reached out to the customer to resolve this concern.

  Customer Answer

  Date: 05/11/2023

   
  I am accepting this response because:

   

  I agree with the businesss resolution. They have agreed to waive the full deposit. I want to thank BBB for all your assistance.

  
  

• Initial Complaint

  Date:05/03/2023

  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 March of this year i had to make payment arrangements on my Duke Energy bill. The arrangement was for ******. In April, I was able to send the amount in to pay off the amount of ****** by sending them a check for ****** to cover the entire amount of the past due amount. When i called Duke energy on May 2nd to find out why the installment plan was still on there they said that i still owed the past due amount when in fact, on April 13, 2023 my check of ****** cleared my bank. That amount was for the past due that i made the arrangements for. When i called on May 2nd, i was told there was a credit for 127 dollars and some change because of the check that i sent in. When i asked to speak to a supervisor i was put on hold and then hung up on. I then proceeded to call on to call duke energy again on May 3, and was told that in essence i still needed to pay off the arrangement even tho i was told that i had a credit of 27 dollars which then tells me that i should not have to owe anything. I asked repeatedly how i owed the installment plan when the check that i sent them covered the past due amount and they refused to tell me anything at all about that but insisted that i still owe the installment plan. I called them trying to rectify the matter and they refused to help me with the problem. I want the installment taken off my bill because it was paid off and i want a written apology from them for trying to charge me twice for the past due amount and for other customers they need to check their bills and make sure duke energy is not doing the same to them. I do have proof that the bill was paid and can get transcripts of my calls and also my bank statement to prove that the past due amount was paid in full.

  Business Response

  Date: 05/09/2023

  We have contacted the customer and addressed their concerns.  We have tried to help the customer understand they are not being billed twice, and that the payment received in April only took care of ****** bill.  Below is the information shared with the customer by phone & email:
  
  On 03/16/23, the customer created a ******* Installment Payment Plan (***) for the March amount due of $258.75.
  
  The new April usage charge is $89.58.  The April bill shows $132.70 is due, which includes the installment amount of $43.12.  The April bill also provides the new installment plan details. 
  
  When the April bill was printed 04/04/23, the customer's account balance was actually $348.33 ($258.75 + $89.58).
  
  Then the payment of $260 was received on account 04/12/23.  
  
  The payment was not applied to the account balance because the account is on an ***.  The payment was applied to the April bill amount due of $132.70, and the remainder $127.30 ($260 - $132.70) is to be applied to the next bill in May. 
  
  The May bill created on 05/03/23, shows a credit of $39.53 and no money is due,because again, the customer is on an ***.  The credit of $127.30 was applied to the new May bill and installment.  The new May usage charge of $44.65 plus the installment amount of $43.12 was deducted from the credit of $127.30.  Therefore, the May bill shows a credit of $39.53, and no money is due ($127.30 - $44.65 - $43.12).
  
  Per the customer's request, the *** has been removed leaving a balance of $132.98 remaining on the account, which the customer has been made aware of.  We informed the customer this balance will appear on the June if it is not taken care of before the June bill is issued.  
  
  If we add ****** bill $258.75 + ****** electric charge $89.58 + **** electric charge $44.65, it equals $392.98.  Then when we deduct the payment of $260 received in April ($392.98 - $260), it equals $132.98. 
  
  We apologized to the customer for any confusion and inconvenience.  We are closing the complaint.

• Initial Complaint

  Date:05/03/2023

  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.

  I have been over charged on my April bill for Duke energy progress they havent read my meter on April 14 and they made a bill up on April 20 2023 for ****** for 121 days for December 15 to April 14 they will not remove the charges because they are committed fruad with my account my account number is ************ my name is ************************* they have been over charging me since November December January February March and April for six months with 800kwh and I do not live in a boarding home or any of those establishments I live in a private residential home they are getting these 800kwh off of a res- 78 form that ************************* delete off of Duke energy website he works for ************** office of regularity staff and he is committed fraud because these are his forms he is a customer service manger I have send you pictures of the bill it is not correct I am being over charged and on April 16 I had a credit of ****** they are take my credit and add it to the bill like I owe it and I dont they are doing it with this bill for April 20 2023 that they made up on Thursday April 20 2023

  Business Response

  Date: 05/03/2023

  Due to an error, your bill was calculated incorrectly for one or more months. As a result, you are receiving a corrected bill. You may disregard the previous bill received for the same billing period. If you have already submitted payment, it will be applied to your balance and adjusted next month. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:04/28/2023

  Type:Order 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.

  This business continues sending mail to my address which doesn't belong to me, with said name: ***************************. I have repeatedly approached this, both from a professional standpoint, as well as practically begging that the mail stop. I myself am in good standing with this company, having always paid my utility bills before the due date. As I do all my business transactions online, I should not be receiving correspondence addressed to this person, not only because I have opted out of paper bills and communications, but also because this person does _not live, nor has ever lived at my residence. The agent today informs me that the person herself would have to request that the mail should not be sent to my address. I explained to the representative that I do not have contact with this person and that I myself am both professionally and strongly urging that the mail communications simply stop coming to my home address. As my wife has deceased as of the 3rd of February, 2023, there is no other person besides myself who resides at this location. I am "Pleading" that this be resolved, as it is something which should be as of a simple clerical matter to correct at the business end and on their part, for the peace and sanity of myself, as well as their business and professional reputation, which is surely of vital importance to the welfare of business commerce and the good of common will. I am not nor never have been responsible for this person's dealings with this or any other company.

  Business Response

  Date: 04/28/2023

  On 4/28/23,A Duke Energy representative spoke with *****************  The representative explained that the customer referenced was contacted.  That customer was unsure of how or why the mailing address was updated.  Advised **************** that because of timing, he might receive a bill in May.  After that he should no longer receive the other customers mail.  **************** was provided with direct contact information should he have any other issues. 

  Customer Answer

  Date: 05/02/2023

   
  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:04/27/2023

  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.

  My business is on auto-draft with Duke Energy. We pay our bills on time every month. After paying the past 3 months of bills at the usual rate, Duke Energy said that we owed an additional $1,200 because they had made a billing mistake. They would not provide any details on what kind of mistake they made or why our bills were suddenly much higher than they used to be. We do not have any alternative for electric service here in Western **************, so we do not have the option to change services.

  Business Response

  Date: 05/04/2023

  We have reached out to the customer to resolve this complaint.

  Customer Answer

  Date: 05/08/2023

   
  I am rejecting this response because: They have not offered any explanation for our additional bill. 
  
  

  Business Response

  Date: 05/08/2023

  Due to an error, your bill was calculated incorrectly for one or more months. As a result, you are receiving a corrected bill. You may disregard the previous bill received for the same billing period. If you have already submitted payment, it will be applied to your balance and adjusted next month. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 05/09/2023

   
  I am rejecting this response because: There is no explanation of why this happened or why the rates went up. 
  
  

  Business Response

  Date: 05/17/2023

  The rate did not increase. An explanation of charges was sent to the customer.

• Initial Complaint

  Date:04/27/2023

  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.

  once again your tree people come and try to bully an 86 year old woman. They showed up at or about 9am today no notice to butcher trees behind our home. I asked them leave and if they had an issue to have their attorney call me.So at 2:10pm today they show up with sheriffs deputy and go to my Mothers door. She is disabled and had her hoe care nurse there. They through the people wheoever they ere said they had a easement and right of way. Show it to me. As a REALTOR in ** I have found nothing saying you have either. I am on phone with her now and she is crying over this. ONce again I will have to take to ER because you continue to upset her over and over.

  Business Response

  Date: 04/27/2023

  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: 04/27/2023

   
  I am rejecting this response because:
  they offered nothing in return. All he could say is Im sorry when their employee slandered my name on 3 ocassion in calling sheriffs **** making false 911 calls.If i didnt have to have Duke Energy I would never have it.

  Business Response

  Date: 04/28/2023

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