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Business Profile

Electric Companies

Duke Energy Carolinas

Headquarters

Complaints

This profile includes complaints for Duke Energy Carolinas's headquarters and its corporate-owned locations. To view all corporate locations, see

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Duke Energy Carolinas has 17 locations, listed below.

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    Customer Complaints Summary

    • 690 total complaints in the last 3 years.
    • 255 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/07/2022

      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 mother lives in a small house that uses gas heating and cooking, she lives alone and only uses two rooms in her home and yet Duke energy just recently sent a notice that they have had an error in calculating her budget bill for the past year leaving a deficit of $300+ and increasing her budget bill from $113 to $208. They are trying to blame this on state regulators and natural gas price increases. This is outrageous and clearly not based on real costs. They are gouging. My mom is a senior and cannot afford these prices. Fortunately, I am paying her bill but this is out of control. I live in ******** in a larger home with two of us using a lot more energy but with gas heating. Still, our average bill is more than $120 lower.

      Business Response

      Date: 12/06/2022

      Duke Energy would like to look into this, however, in order to do so, the customer's service address will need to be provided.  Thank you.

      Customer Answer

      Date: 12/07/2022

      Hi *****,

      Thank you and yes her address is: 220 **************** ******** ************** 29625.

      Thank you!

      Business Response

      Date: 12/14/2022

      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:12/06/2022

      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 called in and requested to have services stopped at one address and started at another address for the date of 01/06/2022. Up until August of 2022, I believed that everything went smoothly until Duke Energy slapped a bill of $265 onto my account out of nowhere. I called in and they told me it was a final bill for my old address. Turns out, they never disconnected services in my name at the old address and then tried to charge me for it. I called in plenty times over the course of 3 months to get this is*** resolved! THREE MONTHS!!! It is now December and I am still facing this is***. Every time I call in they ensure me that the problem is being taken care of but then theres always another is*** and the next agent has no clue what has been done on the account. I have to continually explain to each new agent what *** been through, whats supposed to be done and it takes forever. Even after listening to the call where I called in to have services stopped, they still seem to be having an is***. This morning I received a disconnect message through text so I called in and they ensured me I wouldnt be disconnected. Well here it is a few hours later and Im disconnected do to DUKE ENERGY ERROR. The agents have no clue what theyre doing! Its probably due to the poor training that they provide. I have never been more stressed out with a company in my life. At this point Im ready to *** for pain and suffering!!!

      Business Response

      Date: 12/09/2022

      We have attempted to contact the customer 3 different occasions at ************ with no success.  Unable to reach customer or leave a message due to mailbox full.  Furthermore, we would like to inform the billing issue was resolved, and a corrected final bill was re-billed for the account for service from 12/28/21 to 1/6/22.  We are closing the complaint due to no response.  Please let me know if you have additional questions.
    • Initial Complaint

      Date:12/02/2022

      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 recently purchased a new home and duke energy thinks its ok to charge me an $1100 security deposit for power claiming it is because of credit when I have good credit. then claim its based on a 2 month average from previous residents when I am the first owner of the home. Then tell me that nothing can be done about it.

      Business Response

      Date: 12/06/2022

      We're sorry for any confusion regarding the deposit. A credit check is processed at the time of application to determine if a deposit will be required. The deposit amount is based on two times the average bill for the address or the square footage of the structure. The deposit amount has been recalculated and reduced to our minimum deposit. The customer has been notified.  Thank you for allowing DEP the opportunity to resolve this matter. 
    • Initial Complaint

      Date:12/01/2022

      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.
      11/7/22 Duke Energy took $110.86 out of my checking account without my authorization for the November payment. The account was paid by me on 10/25/22 in the amount of $110.86. I launched an investigation thorough Duke Energy and they said, I did it and they did not do it. I had to go through my bank to dispute the amount and get my refund. When the monies was taken from my account on 11/7/22, no monies were owed to Duke Energy and the money was a $110.86 credit to my account. Duke Energy takes no responsibility and actually charged me a charge back fee - which I got removed later.

      Business Response

      Date: 12/09/2022

      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:11/29/2022

      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.
      Had an extremely uncomfortable situation with Duke on 11/28/2022. I called to set up a power service that I will be moving to next month and had no problem setting up the service. At the end of the phone call, I was redirected to an extremely pushy third party called "All Connect", in order to "verify my information". Why I need to be redirected outside of the company for information verification is beyond me, but I digress. I was not informed that I would be redirected outside of the company. After confirming my information, they then attempted to sell me home surveillance equipment, and transfer my internet services for me. I declined both services but received a confirmation email that my internet service would be moved for me regardless. I contacted my internet provider after and they stated that they had no record of this, nor did they utilize All Connect for any servicing. I tried to call All Connect afterwards, to no avail, as none of the four numbers I tried were correct. I then followed up with the *************************** at **********************. The first representative I talked to said that it was against policy to transfer customers to third party companies but said she could not disclose any information about any other companies. I then was connected to a supervisor who confirmed that they redirect all customers to All Connect for the purpose of confirming information and offering free services. When I stated that they tried to sell me home surveillance and move my internet service she claimed that they had nothing to do with that. It seems that **** is well aware of the situation and has no plans on changing their under the table upselling policies. If I was able to utilize another power company in my area I would, and I warn future and current customers to avoid any communication with All Connect. I would like to believe that All Connect doesn't have any of my bank information, but I am wary.

      Business Response

      Date: 12/02/2022

      We have contacted the customer and addressed his concern.  We apologized for any inconvenience and advised his feedback would be shared appropriately.  We are closing the complaint.  Please let me know if you have additional questions.
    • Initial Complaint

      Date:11/28/2022

      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.
      **** has purchase the easement to my property but did not maintain the property for years. A new subdivision is being built in my neighborhood and duke has decided to start using the power poles that has been on the property without any active power for years. They have stored equipment on my property for months, left cables on the ground for months, driven heavy equipment through my yard leaving tire tracks, holes, large rocks and have remove property marker. I have tried contacting the company just to be told someone will contact me but no one has. They are putting all kind of access boxes on my property because other neighbors have complained and do not want any access or eye soars on their property. I understand growth but is should not be at the cost of my property

      Business Response

      Date: 11/30/2022

      We contacted the customer and addressed their concerns, and the customer is now satisfied.  Please let me know if you have additional questions.
    • Initial Complaint

      Date:11/28/2022

      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.
      Date of auto draft: 11/07/2022 Amount $114.48 Amount Due on Account at the Time of Draft: $0 Current Account Balance: -$114.48 I have been calling for three weeks and two days to the customer service main line for ********************** trying to have this refunded to my bank account. I have been told that there is nothing that they can do as there is "a system error preventing them from issuing a manual refund."This is theft. Nothing has been done to rectify this situation, and every person I speak to, including one of the managers at Carolinas ************ has not solved this issue. I truly am at a loss as to how to get my money back. I never receive a callback from anyone letting me know what is being done. The "back office" and "senior accountants" keep saying there isn't a credit on the account. I have screenshots of everything and statements from my bank. How is it that no one can see where this money is?

      Business Response

      Date: 11/28/2022

      The customer chose to have this issue addressed via the ************** Utility Commission.  In doing so this has escalated beyond my ability to assist.  We are closing the complaint.
    • Initial Complaint

      Date:11/21/2022

      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 Duke Energy as an electric supplier. I just received a balance of over $400 due next month. I pay my bills in FULL, EARLY, every month. I last paid on Nov 2, 22, which left a $100 CREDIT on my account. No balance, no due date... A CREDIT! I logged in on Sat, and I see a $459.88 bill due 12/13/22. I was told the meter wasn't ready properly or it wasn't giving proper readings. Since Nov 2021. But there's 10 invoices (all dated 11/18/22), with different amounts. I was told the account was adjusted for usage incurred for those months. I was told that I'd ONLY been billed for "basic facility charges" and not "actual usage". Ok .. how is that MY FAULT? I didn't NOT charge the account properly for 6 whole months!!!! They did! They messed up! And are now trying to make ME PAY. I don't understand how this is ok to do to people.

      Business Response

      Date: 11/22/2022

      The customer chose to have this issue addressed via the ************** Utility Commission.  In doing so this has escalated beyond my ability to assist.  We are closing the complaint.
    • Initial Complaint

      Date:11/21/2022

      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 havent received a bill in months I called every month about my bill to Duke energy have phone records and all was told my complaint about my bills was actually a credit they owed me **** well low behold fishy things started happening no one giving straight answer this is a brand new energy efficient home my husband and I work but our bills is over 150 or more now its been that way since we was out of power no one could figure problem with our meter there worker put some one else meter in our box left it our meter and thermostat is the eco efficient so why I get a ********************* demanding payment ******* there is no way they couldnt figure problem neither could there workers so now Im stuck with a bill I cant pay off unemployment and Im being screwed out of my money not fair and Duke energy messes up Im having to try pay for there lazy workers mistake no one returning my emails calls nothing

      Business Response

      Date: 11/28/2022

      We have completed our review of ****************** account and responded to her today via email.  This was a crossed meter situation that has been corrected and her balance is correct.
    • Initial Complaint

      Date:11/16/2022

      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 10/28/22 I received a bill from Duke Energy for $187.98 from an adjustment they made to my energy usage for the past 12 months. I called in to see what happened and they were not able to provide an answer. They advised me that they would open a ticket to further research and to call back in 3-5 business days. I called Duke back and there was still not an update on the ticket and I was advised to call back the next day. I did this and there was still no answer as to what is going on. I was transferred to a different department to assist and I was advised my meter was read incorrectly. I asked why this took 12 months to come to light, and ******* did not know. I was transferred to a supervisor who was doing further research on this and was to call me back no later than Nov 10th. It is now Nov 15th and I still have not heard back from anyone.

      Business Response

      Date: 11/17/2022

      The customer received an adjusted bill because we determined that the meters were crossed at the location the customer moved from, which increased the amount of the balance. As a one-time courtesy, we have adjusted the account and the customer will be billed for the final charges he was previously charged. 

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