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

  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

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  Duke Energy

  1636 Pearman Dairy Rd Anderson, SC 29625-2008

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:11/14/2022

  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 was without power for 5 days. I spoke to a representative they said your power fine and it must be on my end. Same experience multiple times speaking with a representative. Never sent out a tech until a electrician was brought out. Then at this point it was figured out that my meter was connected to the other apartment. I am certain I was paying the other ***** electricity for the last 10 month. Tomorrow will be 7 days and havent heard anything from the company other than when I reach out. Lost food, my living space and peace of mind.

  Business Response

  Date: 11/28/2022

  Duke Energy has confirmed that the customer was being billed for a neighboring unit due to mislabeled meter bases. Please note that meter bases are labeled by the landlord. The customers billing has been corrected and new bills have been generated.  We are sorry to hear about the losses that the customer incurred. If he would like to file a claim, he may do so online at https://www.duke-energy.com/customer-service/report-claim or by calling **************. ******** ***************** Services handles claims on behalf of Duke Energy. We sincerely apologize for the inconvenience and confusion. Thank you for allowing DEP the opportunity to resolve this matter. 

• Initial Complaint

  Date:11/14/2022

  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.

  Duke energy is ignoring complaints on billing. I have called a couple of times this year as their billing is not up to date and charges keep going up even though the number of people in the household has gone down and the amount of electronic equipment has gone down. I was gone for 16 days in September, with almost all items unplugged and the ** set to 80 and my bill was the highest its been. When calling customer service I am told I will have to pay a service fee if someone comes out to check the meter. We are being steamrolled by a horrible business.

  Business Response

  Date: 11/16/2022

  A review of the account shows that the customer has been billed based upon actual meter readings. The customer consumed ***** kWh for the 09/02/22 10/03/22 usage cycle compared to ***** kWh for the same period in 2021. For the most recent billing cycle, 10/04/22 11/01/22, the consumption was 960 kWh compared to ***** kWh during the same period in 2021. On 11/16/22 the meter reading is ***** compared to the reading of ***** on 11/01/22. The usage is in line with the customer's historical consumption.Customers may request a meter test once within a twelve-month period without incurring a fee. Service Order Number ************ has been issued to have the meter tested. Meter tests are generally completed within **** business days. The customer will be notified of the meter test results via letter. Thank you for giving Duke Energy Progress the opportunity to research this matter.

• Initial Complaint

  Date:11/11/2022

  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.

  I was just notified that ****************** have a debt collection on me for over $3000 on all 3 credit reporting bureaus for Duke energy bill. I have worked long and hard to obtain great credit. I worked during the pandemic to ensure my bills continued to be paid on time! Seeing this was very upsetting! No one had contacted me including this collector! I have not lived at this address for over 5 years. Years back my husband and I had our lights transferred and our account continues to be in good standing with Duke energy. Beginning of the pandemic, I found out these lights were still in my name. Reminder I have not seen a bill yet, guess they go to that address. I did ask them to cut off or transferred lights into the young lady staying there name. Afterward, I received an text message confirmation that the lady living there had transferred the lights and took responsibility of the bill. The message stated if I had any concerns to call the number immediately. I didn't call because I was glad it was finally fixed. Never heard or receive anything else until now. After investigating and speaking to the lady living at the address, she stated that she called Duke energy time back told them, she had been living there and took full ownership of the light bill. She said they transferred everything in her name and set up a payment plan. She been paying the plan and recently needed surgery, got behind on the payment and her lights were cut off within the last couple of weeks. Now it appears with a $3000 light bill that I knew nothing about, but Duke energy did not collect money during the pandemic now trying to reassign me to a large bill as a way to collect money. How can they pin this on me when I haven't been living there. This is Duke energy mistake. If someone would have informed me I could have told them again. I don't live there! I can give the name of the lady living there but she said they already have her name on the account. Collect money from lady living there

  Business Response

  Date: 11/10/2022

  This customer is a ************** Customer. Please refer to the ************** BBB. 

  Business Response

  Date: 11/16/2022

  Service at the address was established in the customers name on 08/20/2010 and remained active until another customer requested to start service. The final bill was generated for this customer effective 06/02/2022. When vacating a home, it is the customer's responsibility to contact ********************** to stop service. A request to disconnect service was never made, therefore the customer is responsible for the charges incurred. All disputes must go through the assigned collections agency. The customer may contact ****** & *********** **** at ************. Thank you for giving Duke Energy Progress the opportunity to research this matter. 

• Initial Complaint

  Date:11/10/2022

  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 was on a budget plan for ******, all of a sudden they claim there was a billing issue and now my monthly amount will be $424.00 this is robbery, and here's why. They automatically put me on a Quartly plan which I never agreed to so this way they can change the amount every 3 months instead of annually. I want something to be done about this if not I will go to a higher source. I called in and said I wanted it changed back to the annual they told me no because I was late one month out of all the years I've been with them. I want this changed back now, I didn't authorize this.

  Business Response

  Date: 11/11/2022

  Tell us why here...The account was previously on the Equal Payment Plan. When **** upgraded the billing system in October 2021 that plan was no longer available. Accounts that were previously on the Equal Payment Plan were transitioned to the Quarterly Budget Billing Plan (***). The *** plan keeps monthly charges steady throughout the quarter, even as the usage goes up or down. At each quarterly review, we may adjust the amount of your monthly charges based on the usage over the previous 12 months. Each bill will reflect the difference between plan charges and actual usage costs. When the plan transitioned from EPP to *** the accumulated account balance difference was $1550.16. On the *** there are no settle up charges so as a result the monthly amount changed from $151.00 to $241.00.
  
  As referenced on the 11/9/22 customer invoice: Due to a technical error, recent adjustments to your Budget Billing plan did not calculate properly. This system error has been resolved. Your new monthly payment amount has been adjusted upward to include a portion of the accumulated balance. Going forward, periodic reviews and any necessary adjustments will resume according to the terms of your plan. As a result of, the review the new monthly charge increased to $424.00.
  
  If you would like to be removed from ***, you may call ************ to discuss options. Specialists are available Monday Friday, 7:00am 7:00pm.
  

• Initial Complaint

  Date:11/07/2022

  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.

  Duke Energy apparently came out to trim trees from power lines in my backyard on the opposite side of my fence - I knew nothing about this, I was at work. I came home to limbs, branches, and almost *********** all over my yard and jammed into my chain link fence. I called to ask how they were going to clean up and was on the phone with 5 departments, 3 Incohearent robots, and spent over an hour and a half on the phone. I filed a complaint with their department, and requested that someone come clean it up - preferably the same crew that did it. They said it would take 10 days for someone to be out here, so I tried to start cleaning it up myself but the branches and *********** are too big to properly clean up and its going to be an even bigger mess if I do it. My resolution is I want the same crew out here right now and a credit to my account.

  Business Response

  Date: 11/11/2022

  This complaint was forwarded to our *************************** for handling.  Their representative met with the customer on 11/08.  Brush was removed from her yard on 11/07 and the fence is not damaged.  ********************** was pleased with his visit and our response.  Please let me know if you need anything else.

• Initial Complaint

  Date:11/01/2022

  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.

  We sold a house address *************************************************************** June 2, 2021. Well after we sold the house we paid our final bill. Had service transferred etc. Then April ************************************************************************************* the amount of $68.94 stemming from July 2021. I didnt own the house in July 2021 so I disputed the charge through collections and won the dispute. Well now Oct 2022 I receive my bill for my active address ******************** Extension and the charge for $68.94 along with a $3 late fee charge is tacked to my bill along with my monthly charges. Since then I have contacted Duke Energy NUMEROUS times. Every phone call is atleast a hour long or longer. The end of every call I am assured the charge will be removed from my account. However, it hasnt been. Now I am concerned my electricity will be affected for nonpayment even though this is a bill I do not owe and shouldnt have ever been added to my active address account to begin with. Especially considering the fact I have already beat this dispute through collections. As well as sent proof I did not owe this balance nor was I even the owner of the residence at the time it was accrued. Please help me. Thank you so much.

  Business Response

  Date: 11/10/2022

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

• Initial Complaint

  Date:10/27/2022

  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.

  I am filing this complaint because DUKE ENERGY is not transparent with its ON-LINE Billing portal. Consistently, when you try to reach customer service, you are not able to talk to a supervisor OR none of the reps are able to view what you see on DUKE's (their) website. This causes extreme frustration when trying to explain how your 'daily usage' is being monitored. Frustrated with my numerous inquiries, I have tried to understand how I am being charged whereby the only thing a rep can see is my past "printed bill" and not the actual portal information that I rely on/view online. In addition and on numerous occasions, I have requested /tried to speak with a supervisor to no avail. This repeated effort and definitely time-consuming action for a company that should have better customer service and technical support, here are my immediate concerns: 1) Can't reach anyone at corporate 2) **************** reps are not prepared with contact/account information 3) Website portal access is unavailable to reps.4) Supervisors are reached via rep's ***** exchange, not direct access for reps.5) Wasted time trying to get accurate information on billing/charges. For anyone to keep getting the run around for technical support, I am questioning their reliability as a service provider, and billing charges are extremely inconsistent. I would like a follow-up from someone who understands how to explain Duke's technical "energy usage" and billing charges. Otherwise, I will keep filing complaints until this matter is handled/resolved.

  Customer Answer

  Date: 10/27/2022

  The first name is ******.

  Business Response

  Date: 11/07/2022

  Called customer and was able to make contact with and advised I would call back with the information.  Called three times and not able to leave voicemail to advise that Duke Energy has a Web Support team that is able to impersonate and view the same online data as the customer. Consumer needs to be advised once the calls Duke Energy ask to be transferred ***************** for assistance. 

• Initial Complaint

  Date:10/27/2022

  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 a temporary power pole on my property that was left during construction of my home, which completed in March 2022. I called Duke Energy for the first time in June asking for the pole to be removed and was told that someone would come out. Someone came to my home and then I never heard from them again, the pole remained. I called again in July and was told that something was still hooked up and they will come out to remove the pole. Again, no movement. I called twice in October and every time I called the representative couldn't find a ticket or give me an update on what was happening and when the pole would be removed. After nearly five months of contact I am very frustrated with the lack of progress or communication.

  Business Response

  Date: 11/04/2022

  We have contacted the customer and addressed his concern and the customer is now satisfied.  Customer also has my contact should he is in need of further assistance. Please let me know if you have additional questions.

• Initial Complaint

  Date:10/26/2022

  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 filing this complaint because Duke energy is over charging us on Our electric bill we have a **** sq ft house and we are billed $280 per month and it went up from $205 which I also thought was crazy and I have talked to Duke and they say it is because my wife is on Oxygen That everybody is charged extra who is on Oxygen this is ******** and I want something done with these crooks Thank You in advance WE WANT AN ADJUSTMENT TO OUR BILL I should not have to pay more than $150 per month

  Business Response

  Date: 10/28/2022

  The customers concern has been forwarded to the correct jurisdiction,  Consumer Affairs MW.

• Initial Complaint

  Date:10/20/2022

  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.

  I own a rental property and I setup an what they call a landlord account so they know this is not where I live. I have my primary address set-up as my contact address. When I obtained a new tenant the account was closed. The account was set-up with autopay. However they never informed me they will not autopay a final bill. They have my email address as well. they only mailed bills to the rental property. I use a management company so the tenant did not know to contact me will bills. Duke Energy NEVER made any attempt to contact me by email, phone or my mailing address about this bill. Now I have a collection on my credit report for a ******************************** about and they were authorized to auto bill. Neither Duke Energy for the collection agency are will to discuss this. Had they actually contacted me through any of them means available and known to them this would have been paid immediately.

  Business Response

  Date: 10/21/2022

  I forwarded ******************** complaint to our ************************* for investigation.  Once I hear back from the group, I will send update to *****************  I have advised him of the same information.