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

  664 Issaqueena Trl Central, SC 29630-4434

• 

  Duke Energy

  201 N Main St Travelers Rst, SC 29690-1526

• 

  Duke Energy

  808 Duncan Reidville Rd Duncan, SC 29334-9741

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:01/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted them about a bill that was on my credit. I have service now so I wasn't sure what was going on so I called the number for the collection and spoke with someone. After further investigation to find the address to this bill which I knew wasn't mines. I told them I NEVER LIVED or have ever been affiliated with the address *****************************. After contacting numerous times I finally talked to someone and they would investigate it and some will contact me back within a few days. No one has contacted me and the bill is still on my credit and is affecting badly. I shouldn't have to be affected by this mistake that was clearly on their behalf.

  Business Response

  Date: 01/13/2023

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

• Initial Complaint

  Date:01/05/2023

  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 is telling mixed information about my bill. An give me the run around.

  Business Response

  Date: 01/06/2023

  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:01/05/2023

  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 normally issue refunds for the deposits on the account. i have been trying to get mine refunded for over 2 years and every time I get an excuse. Call back in 4 months and you will qualify. Call back once your off the installment plan and you will qualify. I've been told that they don't know why I haven't gotten in back yet but should have. but the mangers only reply that that system does it automatically so they can try to keep your money and not give it back to you. Its always an excuse when you call in to them.

  Business Response

  Date: 01/09/2023

  We have reached out to the customer and resolved their concern.

• Initial Complaint

  Date:01/04/2023

  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 currently behind on my Duke Energy Bill. They have just disconnected my service. I have tried and tried to work with them. My outside lights front and back have been messing up for almost the whole year of 2022. The have come out several times to repair, buthe front light starts blinking a couple days after they leave. The back light they said they had to replace whole fixture cut the line leading to it and it has been laying in my back yard for over three monts. Yet i get charged for these lights every month! Credit my bill for all the months my outside lights are and were out and I bet we would be close to even. The supervisor didn't want to even talk about the outside lights that was a separate issue. Yep i can miss payments and no service, Duke energy wont fix their products and still charge, but thats ok.

  Business Response

  Date: 01/20/2023

  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:12/29/2022

  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 8/13/22 I moved to a new residence in ***********, **. On 9/6/22 I was billed $66.22 for the partial month's energy usage (for Aug 14- Sept 1) at my current address. I paid that bill on 9/21/22 via my Bank's online bill pay service. Every month since then, I have been re-billed/overbilled that same amount ( $66.22) plus my current month's usage. Every month I call Duke Energy and file trouble tickets (ref # ********** and ref #**********). Both times I escalated to a Manager (**** and ***** on 12/19). Both managers confirmed that the bill was paid---but that Duke Energy accidentally assigned the payment of $66.22 to the wrong account (my old address---which was already paid and closed with a zero balance). My current Duke Energy acct # is ************. The payment was erronously applied to my old/closed acct 910037504225.The Duke Energy Service Managers confirm that there is a credit on that closed account that needs to be applied to my current account, but they say that cannot transfer it to my current acct. themselves... only the 'back office' staff can apply a credit. The 'back-office' staff have refused twice now to apply the credit (without justification). It is now the end of December, and Duke Energy still charging me an extra $66.22 for this month's service and has not credited my account the $66.22 payment that they applied to a closed account back on 9/21/22. They even threatened to cut off service on my last billing statement for a 'late payment'! I have proof of every payment via electronic bank statements and will provide that info as necessary. I have been trying on my own for months to resolve their error. I need your assistance to resolve a problem that should never have been a problem. This is literally an accounting error that only their accounting staff can correct and they refuse to do it. This is an error that has already been confirmed twice by two different Duke Energy service desk managers on 2 separate tickets.

  Business Response

  Date: 01/06/2023

  We have contacted the customer and addressed her concerns and apologized for any inconvenience that her concern was not answered and explained.  We have gone over the billing concerns with the customer and have additionally emailed her the details to help her understand her billing and payment history for her accounts.  The customer has my contact information should she have other questions.  Please let me know if you have additional questions.

• Initial Complaint

  Date:12/28/2022

  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 a current customer of ********************** in the ********** and they rolled out a blackout outage to my address on Dec. 24 without prior notice from them. There was no email or text prior to regarding this. I was without power for 5+ hours on Dec. 24. I contacted them with several calls attempting to voice my complaint. I was hung up on the first time I attempted to get someone in management or corporate regarding this and my complaint and feedback. I was then told by another phone agent that they couldn't transfer calls to supervisors without good reason. Finally my third call , was another call where the agent stated she was getting a supervisor and then the call disconnected. Duke Energy Progress purposely turned off power to me without notice. I was denied corporate information when I asked. I find this unprofessional and certain ************** codes were broken in doing this .

  Business Response

  Date: 12/29/2022

  We do apologize for any inconvenience this outage may have caused you and that previous communication was not sent. Due to extreme conditions and demand for electricity on the electric system, we took emergency steps, during the holiday weekend, to manage customer electric use. 
  We conducted emergency temporary interruptions of service to customers to extend available power generation and help maintain operations until additional power is available.??  
  These outages were temporary and rotated among customers and continued until additional electricity was available and normal operation of the power grid resumed. 
  The duration of a customer's load shedding event varies. 

• Initial Complaint

  Date:12/28/2022

  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 enclosed the complete repair cost for my tankless water system that froze because Duke Power decided to conduct a rolling blackout for 6 hours during one of the coldest days of the year. This was negligent and showed poor judgement. This should have been conducted before extreme cold temperatures or when temperatures were above freezing 32 degrees or higher. Thanks in advance for resolving this matter.

  Business Response

  Date: 12/29/2022

  The customer was emailed the ********************** link to file their claim concerning their tankless water system. 

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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.

  Like all, we have suffered from a spike in prices from rent to food to gas to everyday cost of living. During the Covid surge like many, I took advantage of the Covid relief program and accumulated a huge bill! I outreached to Duke Energy and set up a payment arrangement. At the time I wasnt able to adhere to the arrangement but I knew if I paid something my account would be okay. Then there came a time where I needed a second arrangement and one was set for me. The expense of the payment arrangement was a little over 300 monthly so I paid as I could in knowing that as long as I did, my power would remain on. It wasnt until I received a letter regarding that I called and was told that no more payment arrangements would be granted since I had exceeded the 2 per year rule. I told the rep this was never told to me that there was a 2 time a year ONLY payment arrangement in fact, a rep just told me previously that I was okay as long as I called once I received my letter to pay. Last week I was informed by a supervisor between the dates of 12/6-8 that I could add my husband and make him the account holder with a 0 balance and I would just have to pay my remaining due before it goes to my credit. This was offered after a supervisor told me a letter couldnt given. At that time I was confident I would gain assistance from one of the programs listed for energy assistance. I was denied or told no over and over. Finally we received a letter from Davidson county that we were denied for their LEIAP program. I called today, 12/15 Duke trying to add my husband so that we wouldnt face our lights being shut off. I spoke with a supervisor who pulled 1 call and refused to pull the one where a supervisor told me this was possible. She said I was told incorrectly and that since my bill is over 1k there is no bell that can be offered. As a long time Duke customer, I was disappointed and disgusted all at once at the inconsistency and the unwillingness to help!

  Business Response

  Date: 12/28/2022

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

• Initial Complaint

  Date:12/27/2022

  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 started my account 6 months ago without a deposit and because I moved they are trying to say I owe them $300 deposit due to late bills on my past account. My account was on auto draft and the months they say are late, are because their system processed the account late. I think its insane to have someone pay $300 when I've never missed a bill, never had a late payment, and actually pay my bills with them. I spent over 3 hours on the phone being hung up on numerous times and no one there seems to want to actually provide customer service.

  Business Response

  Date: 12/30/2022

  We have attempted to contact the customer 3 different occasions at ************ with no response.  Therefore, we are closing the complaint due to no response.  The customer issue was resolved.  The customer was in the process of securing a guarantor for her account, but it is no longer needed.  Please let me know if you have additional questions.

• Initial Complaint

  Date:12/27/2022

  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.

  December 24, 2022.Duke energy, without warning, turned off power to many areas within the ***************** including my home for almost 6 hours. They did this without regard to the holiday or health of their customers. Specifically to me, by intentionally shutting down power, my pool was without power thus shutting off the freeze protection causing my pool pump to freeze and fail. We do not know yet the extent of the damage which may also include cracked pipes etc. If Duke Energy had for warned customers and kept the rolling blackouts to 2 hours or less, this damage most likely would not have occurred. I expect a logical explanation and process to request a refund for damages.

  Business Response

  Date: 01/12/2023

  We have contacted the customer and addressed his concerns.  We apologized for the outage experience and inconveniences the event caused to the customer.  In a follow up message left for the customer, advised to have him visit **********************'s website to file a claim, and his claim will be reviewed by the claims team.  Please let me know if you have additional questions.