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: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.

  On 2/20/23 I received a text from Duke Energy about a technical error on my bill. They back billed me to September '22 for failure to transfer ownership of solar panels.We did everything correctly when we purchased the home in May 2022 except fill out the transfer of ownership form - which **** assured me in May 2022 I wouldn't need despite myself and the previous owners asking what else needed to be done.I spent an hour on the phone with ******************************* on 2/21. I was sent the wrong transfer of ownership form on 2/20, starting a new claim. She sent me a new link for transfer of ownership but it wouldn't let me start a new one. She helped me fill out the entire thing, but I had technical errors and it froze. It expected me to pay $200 instead of $50. ********** assured me it would work.I called every week since 2/21. NO ONE brought up the $50. I was passed back and forth between Duke Energy and the **************** asking where my back credits were and how long it would take.To delay late fees and overdue notices, **** pushed back my payment due date to March 31st. I called again and was told it was a final resolution phone call. It was not. I called again and was told my application was rejected because I never paid $50.After an HOUR on the phone with "management," the $50 was waved but it will still be ***** days until I receive back credit owed, and they will only go back 150 days.**** backed billed me to Sept 3rd and racked up months of incorrect billing all on 2/3. I expect the back credits to date back to 9/3/22. That's 203 days.There's been NO sense of urgency, communication, follow up, return calls, reassurance, NOTHING to correct a "technical" error Duke created. None of which is actually our fault. Our bills were correct, Duke and their solar depart weren't communicating.I had a $200 credit on my account, **** took it. I still owe $460. I expect $660 worth of back credits plus another $100 for all trouble Duke Energy put us through.

  Business Response

  Date: 04/05/2023

  We have contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience.  We are closing the complaint.ell us why here...

• Initial Complaint

  Date:03/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents had the same electric service Duke Energy now for 60 plus years and never had a problem.....They had there payment set up on a bank draft for years.....well in August of last year my dad passed away and his account was locked out and I ended up making the payment with check.....everything was well until Feb of this month....I made a payment through an Estate Account and thought everything was ok....well I got a March bill and sent another check and thought everything was good.....well today I got them March check back and saying the account had be closed....so I went to the bank and It was not closed.....SO I talked to Duke Billing and they told me that since I had a bank draft stopped IN August of last year and then the Feb. check was on a closed account that they no longer accepted check for this account.....So I went to the bank and there was nothing wrong with the account and it shouldn't be a problem....well on top of that they never sent the Feb. check back to me so I would know there was a problem.....I mean.....lt this account is a Estate account and I had no other choice.....I paid the Feb bill with a debt card from the same account and the March Bill with a Money Order to make sure service was not interrupted.....I talked to a total of 4 people and 2 I could not even half understand......I make the story short even If someone passes away they are not willing to straighten things out......The last one was a supervisor and she was rude as ****......I wish we had an option with electricity i would change mine.....I have friend that work with Duke and they are good people....but there main office is rude and very unhelpful.....

  Business Response

  Date: 03/24/2023

  We apologize that the customer has experienced issues with regard to the account.  Unfortunately, once Duke Energy has been notified, we are no longer able to continue to bill in the name of a deceased person.  This information should have been conveyed prior to now. **** is unable to place the account in the name of an estate.  The surviving spouse or whomever elects to have the service in their name *** call customer service,**************.  Specialists are available Monday Friday, 7:00am 7:00pm to assist with the request. 

• Initial Complaint

  Date:03/16/2023

  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 was promoting a Solar Rebate Program in 2021. Avolta was a third party subcontractor.for Duke/Progress for this process, and Titan Solar was the installer. I was made so many promises, such as a guaranteed rebate from Duke that ****** would coordinate the application process... When I asked about potential roof replacement I was told it would cost a flat rate of $500 for removal and re-installation. Within 24 hours of starting up the system the inverter failed. It took over a month to get the inverter replaced, all the while I am paying for electricity and solar panels that were not supplying power to the grid. Then I could not get in touch with anyone at Avolta.... finally I was able to contact the Avolta representative that had marketed the panels. Although he was no longer working for Avolta, he sent some final documents so that I could apply for the Solar Rebate of almost $8000, the website said funds were depleted. Now I am planning to get a fortified roof system, and ***** wants almost $5000 to remove and re-install the panels as opposed to the $500 as I expected. Your customer service representative said that I should have done my due diligence, but I guess when **** is involved in the transfer switch commissioning, net metering, etc. I actually trusted Avolta, Titan, and Duke. Now I cannot reach anyone at Avolta, Titan is just an installer, and **** is reaping the benefits of electrical power generation without burning fossil fuels. All I am asking for is what I was promised.... $8k solar rebate and $500 remove/re-install to fortify my roof. $8k is nothing to Duke/Progress, but significant to me.

  Business Response

  Date: 03/23/2023

  We have reached out to the customer to resolve their concerns.

  Customer Answer

  Date: 11/08/2023

   
  I am rejecting this response because:
  

  I had Solar Panels installed on my home in April 2022. I have an app that provides real time energy production. In reviewing my bills from Duke Energy, the amount Duke Energy credited me for the solar energy was significantly less than my inverter app was indicating. For instance, during the timeframe that I have had the solar panels installed my inverter app indicated I have produced over ****** kWh, but the totals from my Duke Energy statement was only slightly above **** kWh credited. I have contacted **** about the issue , but they just say their equipment is fine. I feel like Ive been ripped off. Based on the difference, the Duke Energy statements and the energy production indicated from my app, there is over **** kWh of electricity unaccounted for. I have been bounced from person to person trying to get resolution, but no one seems to be concerned. I would love help with this issue.

  
  

  Desired Outcome:

  Billing adjustment; Explanation of charges; Refund

  Business Response

  Date: 11/21/2023

  We responded to the customer on March 16, 2023, and November 9, 2023, regarding this complaint. If the customer has further questions or concerns regarding a rebate to contact the Solar Contractor.

• Initial Complaint

  Date:03/15/2023

  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 had solar panel installed at my residence last July and I have been paying whatever bills they sent to me monthly as electric bill from Duke Energy. The maximum until now has been like $20. Some months I do have credit and as such I didn't have to pay any bills for that month. Those credits were carried forward and definitely upset any usage for the current month. This Month (March) I got a bill from them totally $415.47 which they say it's for services Oct 14 - Feb 13 and due on Mar 27. I called and they told me the solar department is responsible for the explanation but I have been trying to call them to no avail. I don't understand why they have to sum 4 months of bills before billing me for. I am unable to pay that bill before the due date. It isn't my fault and I don't understand why I am being punished for it. I think the bill should either be canceled or split up over a period of time for me to able to pay it without the late penalties

  Business Response

  Date: 04/04/2023

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

• Initial Complaint

  Date:03/15/2023

  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 23, 2022 and December 24, 2022, the power for our home was lost for several hours. With the wind chill, the temperatures hovered in the single digits and the air was bitterly cold. The 23rd was extremely windy and downed tree branches caused the outage, but on the 24th we lost power for several hours due to a planned disconnection for ***** homes within our community. We received no forewarning from Duke Energy. My husband is 100% disabled and we have 2 children at home. We stayed warm by hanging quilts over doorways and huddling around our fireplace. After power was restored, we discovered that our well pump and the motor for the pump had been fried and damaged due to the abrupt power outage and we were without water for several days, having to bathe at a relatives home. In January, when we rece8ved our power bill fpr December, we were shocked to see a huge spike in usage on our accountnfor the 2-3 days we were without power and water I contacted Duke Energy about the damage to our property and our increased rate on our power bill and I was told to file a claim with a third party company. I have left several messages with Duke Energy and this third party company, but am still awaiting a resolution. It was explained to be that the well pump and motor would be an out of pocket expense for my family. ($500.00). My family was also told that due to the cold weather, **** had purposefully disconnected our power to avoid a larger blackout and that our larger power bill was due to the extra power we used to warm our home back up.

  Business Response

  Date: 03/31/2023

  We have attempted to call the customer 3 different occasions at ************** with no response. Left message on first attempt. The second and third attempt voicemail was full. We are closing the complaint due to no response.

• Initial Complaint

  Date:03/14/2023

  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.

  I wasn't home ******* the month of January so I sent Duke energy an extra ****** dollars just to have some cushion when I did go home . When I got home I had a bill for 180. 00 dollars. They claimed that was after my credit of $****** . I was furious. My bill has never been more than $100.00 a month with being home everyday . They apologized and promised my next bill would be " normal " ( what I've been use to ) . My current bill is the exact same as last month . On my bill it show how little killiwats were used ( lowest sense I've lived in my house ) , yet they wont stop price gouging me . What can I do besides move ? This isnt fair at all. I'm now having to budget the last 2 bills because I just cannot afford it on my income or budget . I explained this to them and they .claim it due to I flation . My family members light ****'s havent gone up . Theirs have gone down as a matter of fact bc we had a nice jan , Feb. Is there something that can be done about this ? This is literal robbery .

  Business Response

  Date: 03/15/2023

  I have emailed the customer a billing/usage history. Our rates are based on approved tariffs with the ************** ******************** and the customer has been billed accordingly.

• Initial Complaint

  Date:03/10/2023

  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.

  Duke energy is demanding I pay a 912$ electric bill in less than a month. My previous account balance was 0$. I called Duke energy. They claim that an error on their side caused the sudden, massive electric bill but they won't reverse the charge.

  Business Response

  Date: 03/12/2023

  Tell us why here...The service has been active since 11/26/22.  The 1st invoice was dated 1/9/23 and the usage period was 11/26/22 1/6/23.  The account was billed for electric from 11/26/22 12/6/22 and lighting was billed   from 11/26/22 1/6/23.  The balance $91.50 was due on or before 2/3/23.  A payment of $91.50 posted to the account on 1/19/23.

  
   The next invoice dated 2/27/23 reflects a usage period of 12/7/22 2/6/23. The account was billed **** kWh for the usage period 12/7/22 1/6/23. The account was also billed **** kWh for the usage period 1/7/23 2/6/23.  Lighting was billed for the usage period 1/7/23 2/6/23.  The balance of $703.21 was due on or before 3/24/23. We apologize that the account was billed for 62 days. 

  
  The next invoice dated 3/9/23 reflects a usage period of 2/7/23.  The account was billed for electric for the usage period 2/7/23 3/7/23. Lighting was billed for the usage period 2/7/23 3/7/23.  Th current charges total $208.95. The total account balance $912.16 is due on or before 4/3/23. 

  
  Thank you contacting customer service and establishing a ******* Installment Payment Plan.
  

• Initial Complaint

  Date:03/09/2023

  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.

  I was utilizing the equal payment plan that duke energy offered, where I was paying a fixed amount per month. There was no issue with this program until I was charged over 800 when I tried to close my account due to moving and duke energy would not be my service provider at that time. I was Informed I was not being charge correctly by their system for over a year as my lease was a one year lease. The representative stated that I was being charge the rate of the previous tenant, and offered no recourse other than coming up with 600 lesser than the total bill minus security deposits. I do not understand how though no fault of my own, how I am required to pay in full when one I had a new utility bill on top of moving expenses, with no payment plan offered, with no discount due to their obvious mistake, miscalculation, and blatant misinformation about the terms of their program. This lack of communication on their website stating the what their equal payment plan accurately entails, along with a collection for the amount, is unacceptable and predatory. For a program entitled to assist low income, and to ensure transparency in billing, is rather ironic when this huge bill when my monthly bill was around one third of the final price. I feel the loss of my security deposit was of enough recourse on duke behalf as partial payment for their program that makes little sense for people who only lease/rent. Especially during the pandemic and economic recovery. I am making this complaint as there is a collection line posted by a collection agency on behalf of duke, finding out I have this balance now as of 02/07/23

  Business Response

  Date: 03/15/2023

  We have reached out to the customer to resolve their concerns.

• Initial Complaint

  Date:03/07/2023

  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.

  We always had a zero balance paid each month in full on time. However customer service claims a balance owed. I have recipients/ confirmation # .Bill mailed is correct but voice mail at Duke Energy says a balance. I have gotten hung up on 3x.I have names and I request for Duke to call me ASAP to fix their error.No money is owed.Supervisor lied as well.I have 2 phone numbers of contact. Call the ************. On my profile is ************ ( leave message) We will not pay 2 bills within same month. CEO ************* was contacted as well...***********************

  Business Response

  Date: 03/07/2023

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

  Business Response

  Date: 03/09/2023

  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:03/06/2023

  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.

  I had Duke Energy for my electric. I set up automatic payments to be deducted monthly. I moved. (Nov 2022) I called the week after my move, maybe 2 weeks after my move, to inform them I was moving and discontinued service, revert to my landlord. After a month passed, I got a text a bill was due. I logged in and no longer had an account associated with my login. I called, associate said no bill due. 3 months later I get a letter from a collection agency stating I have a past due bill. **** never sent me a bill. **** never acknowledged I had a final bill. They sent me to collections before ever trying to resolve it with me. Asinine ways of doing business when someone has automatic payments and then gets sent to collections.

  Business Response

  Date: 03/07/2023

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