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

  500 Utility Dr Clemmons, NC 27012-8337

• 

  Duke Energy

  664 Issaqueena Trl Central, SC 29630-4434

• 

  Duke Energy Carolinas, LLC

  410 W Chapel Hill St Durham, NC 27701-3617

• 

  Duke Energy Carolinas, LLC

  PO Box 1551 Raleigh, NC 27602-1551

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:04/11/2023

  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.

  Towards the end of Feb and March 2023, Duke Energy contracted ********************* and ULCS to come on my mother's private property at **************************************************** to make major transformations without any communication. Asplundh employees clear cut a corridor across her urban forest of approximate 100 yards long X 30 feet wide. Then, ULCS installed an electric underground cable. The forest had been untouched since it was bought by my parents in ****. Duke Energy has said the clear cut area was a mistake. But, **** ascertains there was an existing underground cable installed at some point. No one has ever said anything about installing an underground cable and a lawyer has confirmed no easement or right of way in the Registry of Deeds going back to ****. In ****, the surrounding area was all forest with no development. There was much damage done to the area which is located next to our property entrance and is extremely unsightly. Asplundh mutilated the forest and left a massive amount of cut trees on the property for my 83 yo mother to manage. The neighbor reported 7 men with chainsaws and heavy equipment cutting and removing the valuable part of the timber, leaving heavy cut limbs and smaller trees strewn about. Raw ground was left to ***** as the area was on an incline. Close by trees now have exposed roots and already leaning towards the road and neighbors property. Our iron survey property stake from 2017 survey, was freshly cut close to the ground, likely to allow equipment to pass over. The driveway culvert was bent from the heavy equipment and now drainage is effected. The corridor opened my mother's property to the road on one side and neighbors on the other, an invitation for trespassing, dumping, vagrancy and has increased liability and security risks. The path of destruction ran along an indented area in the forest which was originally an old wagon trail. It is now a 5 or 6 foot deep trough of clear cutting. And can provide more.....

  Business Response

  Date: 04/26/2023

  We contacted the customer and were addressing all of their concerns.  We explained our process and apologized for any inconvenience.  ******************* are collaboratively working to come to a satisfactory resolution with this customer.  The customer has the direct contact information for the appropriate contacts.  At this time, we are closing the complaint.  Please let me know if you have additional questions.

• Initial Complaint

  Date:04/11/2023

  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.

  Former Duke Energy customer here (not that you would know it if you looked at my current bill). I moved into another apartment on February 1st 2023 that is located in another county. I have a lease agreement with all the lease agreement information. Before I moved from ******************************************************************************************** called Duke energy on the 24th of January to pay my bill and to shut off services as I was moving to another location. I received a confirmation number (*********). Today (04/11/2023), I had to call Duke Energy yet again about the service address ***************************************************************************************** because of my old landlord said that the service has not been cut off and yet I told Duke Energy on the 24th of January that I was moving! Today I talked to Ms. ******* at 10:27AM for 21 minutes about this issue. She told me that the service had not been cut off and that it was no where in Duke Energy's notations that service was to be cut off. Ms. ******* said that she put in the request for service to be cut off and that she also put in the request for a pulled call. Ms. ******* told me to call back next Tuesday (4/18/2023) for an update. Now they are stating I still owe them money when I did not live there, got a confirmation number from cancelling the power, and have offered proof of the move and call. I am having to pay my assistant to help me deal with this. She makes $900 a week, so she has now spent 2 days dealing with it and now they are telling me to have her call again. They do not care about small business owners, definitely not the women ones, and forget about single mothers (which I am both a single mom and small business owner). It amazes me that a big company like this can intentionally hurt people (money matters), not take responsibility, and continue to cost other people money without making it right. When my business screws up, I have to pay for it. They will get a demand letter for my damages.

  Business Response

  Date: 04/12/2023

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience.  The customer did not request to end the service on January 24, 2023.  We did process the customer's recent request to end the service on April 11, 2023.  We are closing the complaint.

• Initial Complaint

  Date:04/11/2023

  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 moved into my new apartment back in July 2022. After moving into my place a bill was added from previous residence that I was unaware of. *** contacted duke several times about the bill when I first moved in. Now here we are today I have a ****** dollar bill. I received a bill that says I had until the may 1. keep in mind *** asked **** to send me a bill explaining the previous balance. Now my lights are cut off, and the company requesting I pay a previous balance from a prior resident plus my current to turn on my service. How is it that we received notification for everything but disconnection. Then when I log into my Duke account on a browser its showing a number that I have never seen in my life. How do I know that this previous bill is actually mines? I spoke with the supervisor ****** who was extremely rude, and argumentative. There was no empathy towards the fact that this disconnected was unjust do to the companys error. Then the supervisor questioned why I asked for her, and the representative name. Not to mention when I mention on filing a complaint to bbb she told me to go ahead and do so just to get me off the phone. I am the customer. There wasnt even the slightest attempt of trying to find a resolution to my reoccurring issue with duke. I have no choice but to use this company or I wouldve left years ago. Im looking for a resolution! My services shouldnt had been disconnected there was no notification nor a separation of the bill as I requested. Not to mention how I was treated during the call inquiring about the disconnection. This unacceptable and beyond disheartening I work from home and have to last minute make changes due to me having to be with duke energy!

  Business Response

  Date: 04/11/2023

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

• Initial Complaint

  Date:04/10/2023

  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.

  I have been on the equal payment plan with Duke Progress for many years. For past years, my monthly payments were $159.96, ******, ******, etc. Recently, Duke Progress started making quarterly adjustments rather than yearly adjustments. In Nov 2022 My monthly payment went from $179.87 to $309.47. I called and was told that **** had miscalculated and made an error. Therefore they were raising my monthly payment for 3 months to pay the difference ($309.47 each month) and then my payment would decrease. They could not tell me when or what the miscalculation was and my payments have not decreased. Usage is the same. My payments have been $284.24 and $318.02 for Feb and March. I had a text that my bill for ***** was $282 followed by another text that my bill was an additional $36.02 due by ***** 10. My bill is not going down and despite numerous calls, no explanation is given. Please investigate. I think they are doing this to alot of customers. Let me know what data you need.

  Business Response

  Date: 05/01/2023

  We have reached out to the customer and left a voicemail message with our direct contact information. An email providing further clarification on the Budget Billing Plan and the overall account balance has also been sent. We apologize for any inconvenience or confusion the customer may have experienced. 

• Initial Complaint

  Date:04/07/2023

  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.

  Duke Energy Surges Senior Citizen In order to "Improve Reliability." On March ******* I was notified Duke Energy was temporarily interrupting service to safely complete work in my area. During this time I had several power outages and then surges. During the time Duke Energy was doing the work a light bulb shattered/exploded in a chandelier resulting in glass all over the second floor. My dishwasher stopped working and the **** burnt out. Two of my ****'S outside also burnt out. Several of my breakers were tripped during this time.I need a Duke Energy Supervisor to come to my home to see the damage that occurred during this incident. I reported this to Duke Energy. I received a letter from ******** ******************************** The response was **** accepts no responsibility. The claim number is 4A23031xT9M-0001. Date of loss 03/13/2023.Thank you. *************************

  Business Response

  Date: 04/11/2023

  Duke Energy has investigated the claim that was submitted by the consumer.  A random, unforeseeable equipment failure occurred while completing routine maintenance on Duke Energy's electric distribution system. This resulted in an outage that affected 13 customers.  Notification was given to customer that an outage would be scheduled. There was no negligence on the part of Duke Energy that could have caused or contributed to the equipment failure and subsequent damage to the property. **** has determined that they are not responsible for the loss experienced by the customer.  

  Customer Answer

  Date: 05/02/2023

   
  I am rejecting this response because:
  
  

   I'm not surprised that **** refuses to acknowledge any responsibility for the costly repairs that occurred due to their negligence.

  I've talked with professionals in this area. I've been told the responsible action Duke needed to take was to inform their customers to turn off their breaker boxes while the repairs were being made in my area.

  As I've mentioned before I'm a senior citizen on a limited budget. Due to this fact I've not been able to make the repairs that were due to the power surges that  occurred during Duke's upgrading.

  My next step is to contact *******************, our attorney general, and let him know what has occurred. My position is **** has a monopoly in my area and is behaving in a way that is not professional or considerate of people who are in my position.

  Had I been notified in a timely fashion and given the information I needed I would still have a Bosh dishwasher that works and GFI's that provide safety and electrical usage. Instead I'm overwhelmed by the damages and the costly repairs.

  Sincerely, *************************

  Business Response

  Date: 05/03/2023

  While we certainly regret this customer's experience and apologize for any inconvenience or loss they may have experienced, this event was random and unforeseeable. In this situation, Duke Energy is not liable for their claim. We recommend that the customer check with and submit a claim to their insurance carrier regarding any loss claims related to power outages.

• Initial Complaint

  Date:04/06/2023

  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.

  Today I saw that yet again they changed my date on my bill after being told when I started my plan that it would be the same date every month now today they are saying it changes and they can give me the dates for each payment! I had said that I can pay as of the 12th since each date have paid has been after the newest date! I was told by one of the girls she cant do anything but she will get me to the person who can override it, once transferred the girl said she cant help me because she is in ******* then once again I needed to call back and asked for a manager by the name of ******* who kept repeating the same thing then contradicted herself after putting me on hold for ten minutes talking to the lady about my situation just for me to reexplain it and say she wont do anything and saying *** to me being on a plan they cant help! Im still waiting for the money from the hope company that they still have not added towards my bill nor have they rectified the situation! I am here to get my extension to the 12th so I can continue to pay my bill! They keep offering numbers for assistance to which the numbers are either out of service or they have exhausted the funds and have notified Duke energy! I would switch to a different energy company if I could but unfortunately they are the only energy service provider in *********! I want ******* reprimanded and I want my due date to stay the same or give me the dates in advance so I can pay it on time!

  Business Response

  Date: 04/06/2023

  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:03/31/2023

  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 am being charged for their failure to transfer all service to my account. They turned off the street light. The streetlight was not in my name. Tried to get the light transferred into my name and was told i have to pay the debt of someone elses account

  Business Response

  Date: 04/06/2023

  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: 04/06/2023

   
  I am rejecting this response because:
  If they have called they have not left a voicemail. 

  Business Response

  Date: 04/06/2023

  We contacted the customer and addressed their concerns, and the customer is now satisfied.

• Initial Complaint

  Date:03/29/2023

  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.

  Duke Energy received a notice of billing error for account ************. Company was made aware that they falsely had my consumer account associated in business with them with a business partner number. I advised company in writing to update my account to reflect a zero balance or credits for all previous payments made since April 2020. Company ignored my consumer demand for an investigation and continued to contact me after receiving cease and desist continued to bill outrages and erroneous charges without supplying actual validation of alleged debt. Company was mailed a certified notice of billing error pursuant to 15 USC ****b and failed to supply to adequate details of my account including true bill of sales and accounting ledger. Company falsely told to IRS that this was a business account and failed to pay the taxes on this account as trustee of account in tern demanding that the consumer/beneficiary conduct this business and pay which violates my consumer right. Company has failed to provide appropriate credits on this account and even after being made aware of there deliberate disruptive behavior failed to respond to my validation of debt request continued to communicate with me after a cease and desist and has threatened to disconnect service if payment of $2,000 is not paid by April 14th. Company has failed to provide original wet ink signature stating i owe company any alleged debt and I conducted to do business with them as a partner. I was assigned a business partner id and I was unaware of any written contracts between myself and Duke Energy. I am demanding a thorough investigation on this account usage and the means in which this account was created. I conducted a consumer credit transaction with company in which I received no benefit from. Company has 10 days to rectify and ZERO OUT MY ACCOUNT APPLYING ALL APPLICABLE CREDITS FROM PREVIOUS PAYMENTS. COMPANY HAS TO SUPPLY A CHECK MADE PAYABLE TO ACCOUNT HOLDER/BENEFICIARY FOR ALL PREVIOUS PAYMENTS

  Business Response

  Date: 03/30/2023

  The customer's account is scheduled for disconnection on or after 04/13/2023. The balance on the account is $2,145.11.  To avoid disconnection a payment of $1,956.11 is due immediately. 

  The last payment received on account was $163.23 on 3-4-22.  The customer attempted a payment of $1959.50 on 3-1-23 and it was returned insufficient funds.  The customer has also defaulted on two installment payment plans.  Customer informed she is not required to satisfy payment obligations because she is entitled by using her SSN to benefit the company.  It appears the first attempt disclaiming responsibility for payment of her utility bill was in June 2022 by mail using frivolous payment methods.  Unfortunately, examples of acceptable currency include the following:
  

  Checks from a banking institution for an open account
  
  Money orders issued by a banking institution or another source able to provide money orders (convenience stores, grocery stores)
  
  Active credit cards issued by a bank or other financial institution Federal and state tax forms, customer generated money orders, fiduciary documents, and the phrase Accepted for value, returned for value written on bills are not legitimate forms of ************* currency and will not be accepted as payment on customer accounts.
  
  Please be advised that continued non-payment will result in the disconnection of service.  We encourage the customer to resolve her billing concerns with a customer service specialist at **************.Representatives are available Monday-Friday, 7:00 AM to 9:00 PM.  Thank you.
  

• Initial Complaint

  Date:03/28/2023

  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.

  So this overlapping(man made error as she put it) happened with a lot of customers this month.My bill is usually right at $100 and this month it was $671.80.I call and get the run around and then Im told in 10 days that my bill will be back to normal well that was a lie because they have me in some kind of payment deferred plan so I have to pay $167 in order to get that started and there will be an extra $100 each month in addition to my regular bill now. I do not want service with this place. Id rather go back to a Onslow I was with them for over eight years and never had this problem but Im with you all for seven months and some kind of way my bill is $907. ******** Its only two of us here and when I tell you, we were not here majority of that and use the next time its just impossible for my bill to go from barely $200 till almost $700. I hate this sht

  Business Response

  Date: 04/06/2023

  Due to an error, not all meters or lighting billed. Charges for ******* were included on the February bill. The customer will see overlapping dates on the bill image with usage and consumption charges showing correct service dates. All services will be billed together each month going forward.

• Initial Complaint

  Date:03/27/2023

  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.

  The light pole has a crack in it. I have been complaining for years. It will fall and cause major damage. Also they installed a new electric line attached to mine and left a giant hole in my yard. Changed my enjoyments. I have been complaining for 5 years. Please help someone

  Business Response

  Date: 04/04/2023

  Spoke with customer and advised crew will be out to replace pole. Work will be completed by the end of the week.