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

  848 Bypass 72 NW Greenwood, SC 29649-1202

• 

  Duke Energy

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

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:04/26/2023

  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 have paid my bill every month but yet **** comes up with me owing a $400 bill because we wasn't charged the correct amount

  Business Response

  Date: 05/03/2023

  We have reviewed the customer's account and confirmed that the customer has been billed appropriately. The customer was emailed a ******** bill and payment history. If the customer made a payment that is not reflected in the payment history, then proof of payment would need to be faxed to ************. 

• Initial Complaint

  Date:04/25/2023

  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.

  I just moved to our current house last year. We are used to the light bill being no more that two hundred dollars with Pee ************* but since we moved here the bills have been ridiculous. The only normal bill was the first one because we hadnt moved in completely yet. Now they are saying that they under charged us for a few bills and now I have to come up with eight hundred dollars by next month to keep our lights on. They made the mistake now I have to quite literally pay for it. I tried calling but all they offer is an apology and to put you on a payment plan with I was already on before. I understand mistakes are made but throwing it all on one bill is cruel especially during these times. I went from being told there was a credit on the accounts to sorry that was just a system error to now you owe us twice what you normally pay. I dont know how Im going to keep the lights on at this rate. If there was another company I would most definitely switch.

  Business Response

  Date: 04/27/2023

  On April 27, 2023, reviewed the account and the account balance is accurate. We have responded to ************** by email at ****************** and we also provided her with a copy of the billing and usage history. We have also set the account back on the Installment Payment Plan and provided her more time to pay.  

• Initial Complaint

  Date:04/24/2023

  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.

  We have been over paying on our budget plan since Nov 2022 (based on your statement on page 3) our current month actual costs are substantially less than previous months but yet our budget plan recalculation has increased. This will further increase our over payments. I called on April 10 to your customer, was passed on to 3 people that understood the dilemma but offered no help. This was after a 25 minute wait. I found out that Duke Energy had a "glitch" in their system ( a term used by the customer service person) and they will be retro actively charging for miscalculated energy usage for the pass 6 months. My monthly budget is going from $98/month to $133.96. To me this is outrageous and a classical case of detrimental monopolistic behavior. Is this legal?

  Business Response

  Date: 05/04/2023

  I have emailed the consumer a billing and payment history. I have advised that the Budget Billing amount increased based on actual usage. There have been no miscalculations on the account. The account is no longer enrolled in Budget Billing.

• Initial Complaint

  Date:04/21/2023

  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.

  Starting October 2022 - current date Ive called to Duke Energy over ************************************** regards to utility hikes that impacted my bill. It started out with them realizing something was wrong with the meter and adjusting the bill, to them admitting they couldnt change it and everyones utility bill was higher. Most of my family members and friends also have Duke Energy and they didnt complain about their bills increasing by $300+. My home is fully renovated, the insulation is well ABOVE average, all appliances are 100% energy efficient. They sent someone out to check the meter and I have him on my blink cameras saying that the meter was old and wasnt accurate anymore. Yes, hes on camera saying he would get the information back to Duke so that the bills would be adjusted. Well ask me if he gave them the same report? Absolutely not! - he just reported to Duke that he replaced the meter and nothing more! Every person *** spoke with gave me the same song and dance that Im already well aware of. My smart thermostat keeps the house a steady temperature always. Theres no changing temperatures constantly. Secondly, I have a 60 gallon water heater and its just 2 people in my house. Most of the time were away on business, so when the representative brought that up, I politely told her the water heater wasnt the problem. Moreover, if that were true, my water bill wouldnt be $25 -$30 every month if there was an issue. Try again!!!! Last person from **** told me that they werent going to make adjustments because everyones bill was high. She went on to say her apartment electricity bill was over $800. I laughed to myself! How sad that she would try to justify her apartment with my well insulated, smart home. I am sick and tired of how this company is constantly taking advantage of its customers! We are already looking into solar panels being installed by the end of the year. Im not dealing with this company and their foolish games any longer!!

  Business Response

  Date: 04/24/2023

  On 1/11/23, a technician went to the location to the test the meter.  Upon arrival the technician was unable to test the meter. The technician noted the following during the meter test: When the **** comes on, the meter runs fast.  When not running, the meter slows back down. An actual reading was obtained before the meter was pulled to be tested.  When the meter was pulled the technician discovered a hot socket and shared this with the customer. ********************** is responsible for supplying the meter.  The meter base is customer owned and customers responsibility. No adjustments were granted because the account was billed for usage that passed through the meter.

  Customer Answer

  Date: 04/25/2023

   
  I am rejecting this response because:

  Typical response from someone trying to save the company some money! The hot socket youre referring was caused because the meter was worn out. When the meter was replaced, the meter no longer spun fast even with the **** running, and the technician stated this once he stood there afterwords. Meters do wear out, thats a fact you can not overlook. Ive just been in the house a little over a year but the house was built in 65, 95% brick home. Ive become aware that this was a rental property before I purchased and the tenants had utility assistance which meant that they didnt care of outrageous electric bills because they werent paying them out of pocket. But its fine, I refuse to be taken advantage of because of your greed. I know what needs to be done to eliminate the issue. One of the reps Ive spoken with even stated that a few days over that time period, the meter didnt even have any energy use at all. I understand you dont want to admit that your company is in the wrong. 

  Business Response

  Date: 05/10/2023

  A hot socket is what would cause a meter to malfunction.  The meter base is customer owned and the ********************** is not responsible for maintaining the meter base. ****** position has not changed, there will not be any billing adjustments.

• Initial Complaint

  Date:04/19/2023

  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 was billed by Duke Energy Progess ****** on 12/30/2022. I have given them all my payment stubs showing that I am not behind in my payment, but When I spoke with a supervisor, He told me that I need to pay that balance. I told him I owned nothing but the bill I had just sent to me. As I respected him, "Your office has all my payment information.

  Business Response

  Date: 04/24/2023

  On April 24, 2023, I reviewed the account and **************** paid $261.33 twice on her account. We received one of the payments on January 11, 2023, and the other one on January 13, 2023. On January 13, 2023, we refunded one of the payments and on February 7, 2023, the other payment returned.
  
  I reached out to the Remittance Team, and they stated that we issued a refund check on January 13, 2023, in the amount of $261.33. The refund check was cashed on February 3, 2023. Please see proof of cashed refund check attached above.
  
  We provided this information to **************** to her email at *************************

  Customer Answer

  Date: 04/24/2023

   
  I am rejecting this response because:
  I made two payments in February of 199 and ******  which covered the ****** , my bill was only ****** in February why would I pay ****** in February?? 

  Business Response

  Date: 05/09/2023

  Duke Energy representative has spoken with the customer and advised that the check was cashed, and they also explained in detail the status of her account. 

  Customer Answer

  Date: 05/09/2023

   
  I am rejecting this response because: she still didnt make it clear or explained to me how I paid twice in February but still owe when my account was at zero balance 
  
  

• Initial Complaint

  Date:04/18/2023

  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 December 31st 2022 (Christmas Eve) Duke energy started a black out in ************** due to high energy usage during below 18 degrees temperature. They never notified residents that they would do this in order for people to be prepared for these temperatures. Power in my ****** shut off at 5:30 am and was not restored until 9:30 pm after I called several times in an uproar. I have an aboveground pool which was installed on June 19, 2022 and is now in non working conditions due to the power outage. I reached out to Duke energy about replacing items for my pool due to their negligence and within a months time denied my claim and quickly submitted a non fault to any damage to personal property statement. I have even reached out to the company where I purchased my pool from and they will not replace my pool items because it is not a manufacturer break. Duke energy charge these excessively high energy rates and won't hold accountability for their actions. So now instead of just of me having to just add chemicals to get my pool opened I have to purchase a entire new pump for $500 and additional charges for cleaning up my pool because my pump is not working. Shame on duke energy for treating customers the way they do. I did find out that a number of people have had the same thing happen to them during that time and have not had any success with them.

  Business Response

  Date: 04/20/2023

  We have mailed the attached letter to the consumer regarding the rolling outages.

• Initial Complaint

  Date:04/14/2023

  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.

  2 years ago (about Dec. 2020) Duke Energy changed over to a new system for payments, and I was unable to pay for 3 months. After this initial problem I have had problems paying my light bill, I would make a payment, then a month or two after, they would not accept the payment threw the website or phone. This forced me into a installment plan, and same thing happen, and to redo the installment plan. And now because I have had two extension, they will not extend it again. I understand I owe the money (maybe not some late fess to to their problems) but they are unable to accept the payments in a timely fashion, and now I am the one being harmed.

  Business Response

  Date: 04/17/2023

  On March 10, 2020, Governor ******************* issued a statewide Executive Order declaring a State of Emergency in ************** to prevent the spread of the coronavirus. The ************** ****************** responded to this by issuing an order to suspend all utility disconnections for nonpayment. Duke Energy was well ahead of the curve and paused all billing and payment activities prior to the order being issued. During this time, accounts continued to be billed monthly and payment was due.  However, **** was not disconnecting service due to nonpayment.

  We apologize that the consumer may have experienced problems making payments on the account.  **** offers various ways to make payments which include:

  *In-person payments at a paystation. Please note that you'll need your account number when you make an in-person payment.
  *Make a payment by phone by calling ************ through Duke Energys automated phone system.
  *Mail a check or money order to Duke Energy, PO Box ****, *********, ** 28201-****
  *Make payments and more with the Duke Energy app. You can use your Duke Energy app to set up payments, view your billing history and much more. It's available for download on the App Store and ****** Play, or you can text ****** for a download link.

  The balance on this account is $3,287.38 which includes a recently returned payment of $1,643.69 that was due on 4/14/23. The last good payment that posted to the account is $750.00 on 11/18/22. Customer service should be contacted at ************ for additional assistance on the account.

  
  

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we are on a budget plan through duke energy.. bill has never been over 250 and now they tell us that our new plan will be 900 a month. something needs to be done. that is a mortgage payment.. please help us

  Business Response

  Date: 04/17/2023

  The customer concerns were already addressed with customer service, and the customer is now satisfied. We are closing the complaint.

  Customer Answer

  Date: 04/17/2023

   
  I am rejecting this response because:
  I feel the company did us wrong.  and should have let us know before a year was up. that we were over our usage..  their should be some type of forgiveness for this was not our fault!!!

   

  Thank you

   

  *************************

  Business Response

  Date: 04/21/2023

  The customer enrolled in Budget Billing Annual Plan (BBAP) providing customers with predictable monthly energy bills and better planning for budgeting energy costs. We provide customers with easy-to-read analysis chart to see exactly where they stand and reflects the progression of the *** charges and the customers actual usage costs to date each month. Customers may cancel at any time and return to regular billing. However, any *** balance will be due at the time of cancellation and any credit will be credited on the next months bill. The billing charges are for energy usage provided to the customer and we are not able to waive the amount.

  
  Based on the customers actual usage in this plan year, there is a difference of $2,140.17 between plan charges and actual usage costs. It was determined the *** amount will need to be adjusted to better reflect the customer actual ********************** usage. The customer was advised on the latest bill the monthly *** amount will be changed from $195.00 to $908.00. We contacted the customer to discuss the information, offer options to assist and the customer agreed. There are unknown internal issues causing the customers usage to increase, we provided the contact information to have a free Home Energy assessment, this program is designed to help customers learn how the home uses energy and how to save on the monthly bills. The customer acknowledged the details reviewed and shared that she only reads the 1st page of the bills, however, going forward will read all billing pages for important communications.

  
  We offer Installment Payment Plans (IPP), utilized to spread out larger amounts due by making smaller monthly payments over a specified period.Eligible charges are divided into equal installments, which are billed each month along with the current bill. Customers must be willing to commit to the dates and dollar amounts specified by the Installment Plan. For customer that need additional help, please visit the website for resource options.

• Initial Complaint

  Date:04/13/2023

  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.

  I have been calling for 3 days trying to get service, ******** in the billing department hung up on me. I am trying to get bills for our owner we have sent in the authorization from the owner with the owners EIN and all information we were asked for. At this point the service is just disgusting. I just want to pay these bills and Duke employees are making it so difficult. I NEED A CALL BACK TODAY!!!!!!

  Business Response

  Date: 04/14/2023

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

  Customer Answer

  Date: 06/15/2023

   
  I am rejecting this response because:
  Nothing but issues every time I call. I need an account representative that can assist large accounts. I was hung up on by ****** when I called in regarding account ************ this is a business account and put in as a final bill, there should be no final bill as this is a BUSINESS account. I need a CONTACT today and an new INVOICE that is not FINAL with the same account number ************
  

  Business Response

  Date: 06/21/2023

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

  Customer Answer

  Date: 02/20/2024

   
  I am rejecting this response because:

  Our entire online account was deleted? We logged in to see that it was just gone..... It has taken over 72 hours and still we do not have all of our accounts back. We have like 6 of maybe ****** accounts. We are not going to be liable for late fees as we are on paperless billing and cannot view our bills, this is an ongoing issue and you would think that with all this money Duke collects they could invest in a better online portal. We did not delete these accounts, there was no error on our end and this still has not been resolved or fixed. I have now taken 5+ hours out of my time to fix an issue I did not create.

  Desired Resolution:

  Contact by the business

  
  
  

  Business Response

  Date: 02/22/2024

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

  Customer Answer

  Date: 05/02/2024

   
  I am rejecting this response because:
  I have been on the phone for 3 hours straight trying to speak with a supervisor. There is no supervisor, I have not received a call back, we continue to have our meters taken away. *******, ****, and ***** were no help to us today. Why are our meters being removed? No one can answer this question....
  

  Business Response

  Date: 05/09/2024

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

   

• Initial Complaint

  Date:04/12/2023

  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 called on April 5th filing a complaint regarding two men showing up unannounced trespassing my property to take photos of my light pole. This is the second time it occurred with no notice from Duke Energy. I called and asked to receive a call back regarding my complaint. I have yet to receive the call. I want to file a complaint on who received my call and an investigation into why I have yet to receive a call back. Please note that no one is to trespass our property unannounced and without notice.

  Business Response

  Date: 04/12/2023

  On April 5, 2023, ******************* contacted Duke Energy and spoke with a team lead where she was advised that Duke Energy has the right to maintain our facilities that are located on her property. The authorized person threatened anyone from Duke that comes on her property with her dog if they do not give her notice that they are coming. 
  
  On April 11, 2023, Coroprate Security spoke with ******************* she stated that **** was not allowed on her property. Corporate Security explained that **** does have to access our facilities. ******************* then proceeded to advise that the next time that **** returns she will release her dogs. Unfortunately, **** has to be able to maintain our facilities that are located on our customers property. 
  

  Customer Answer

  Date: 04/12/2023

   
  I am rejecting this response because:
  I did not receive a phone call from anyone on April 11th. Please show proof that a call occurred as it did not. Furthermore, I asked for a call back and did not receive one regarding my complaint of two men coming on my property unannounced and without notice. They also did not have a vehicular with them or any kind of proof of being Duke Energy. I would like a full investigation as I am rejecting this response. I also would like the phone conversation on April 11th time stamped as it did not occur. I never received a call on my initial complaint. 

  Business Response

  Date: 04/28/2023

  On April 11, 2023, a Duke Energy Representative spoke with the customer who advised that ********************** employees are not allowed on her property. The customer indicated that this was the second occurrence of Duke Energy accessing her property without her permission and if it happened again, she would set her dogs loose and allow them to attack. The customer was advised that ********************** employees have the right to access company facilities. Per  Duke Energy ** Service Regulation (12-C):  Access To Premises: The duly authorized agents of Company shall have the right of ingress and egress to the premises of Customer at all reasonable hours over the same general route as Customer utilizes for the purpose of reading meters, inspecting Company's wiring and apparatus, changing, exchanging, or repairing its property on the premises of Customer and to remove such property at the time of or at any time after suspension of service or termination of Agreement. 

  Customer Answer

  Date: 04/28/2023

   
  I am rejecting this response because:
  
  

  Duke Energy can not come on this property without proper identification as two men have come on the property without a vehicle, without a badge and without the owners(me) knowledge. If no proper identification is shown, police will be called as it is trespassing. 
  

  This is my last notice.