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

• 

  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:04/15/2025

  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 around January 12th 2025 to cancel my services on January 16th 2025 as I had no need to transfer them. On February 16th, 2025, I received an email saying my services were stopped. I called to inquire why my services were stopped 1 month after I left and was informed that the inputed stop services date for my account was for February 15th. I told them that was inaccurate and asked if they could pull the call to verify that information. They created a case#- ********** and informed me someone would be back with me in 7-10 days. When no one reached back out, I called again on 3/3/25 and was informed that it was never submitted because they got a piece of information wrong and it needed to be resubmitted. Upset that no one reached out, I still agreed to submit a new case and the *** informed me it would only take 3 days for someone to reach out to me for this new case (#**********) as it would be expedited. It is now 4/15/25 and I have yet to hear from anyone from Duke Energy. As I sit on the phone with them, I am typing this up as I have been told no one sees an update this far. This is beyond unacceptable. This is gross negligence and I expect this to be rectified immediately, and a formal apology for their neglect. Is this task takes longer to completed, I will be seeking a monetary payment for the stress this is causing me. I am scared each day that this will affect my credit score somehow, which new shots right above a 715.

  Business Response

  Date: 04/17/2025

  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:04/14/2025

  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 writing to express my disappointment and frustration with the recent $190 disconnection fee charged to my account. While I acknowledge that I was responsible for not updating my new phone number in the system, the fee imposed is disproportionate and unreasonable.I was promptly reconnected within 20 minutes of contacting customer service, and without this exorbitant charge, my new bill amount would have amounted to a mere $73. I find it unacceptable that Duke Energy would take advantage of customers in this manner, especially during these challenging economic times. Furthermore, I was informed by a representative that my previous security deposit was credited back to my account in 2021 due to my good payment history. However, if this was not the case, the $190 fee would not have been applied. This lack of transparency and decision-making on behalf of the company is deeply concerning and disturbing.

  Business Response

  Date: 04/14/2025

  We 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:04/14/2025

  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.

  **** sent my account to collections the collection agency is now on my credit even though I dont owe any money have a zero balance and received a refund from my previous account I now have a new account that required no deposit a month after opening my new account I got a debt letter I called several times to Duke I was told dont worry disregard we didnt sent to collections I called the debt collector and then called Duke 3way the debt collector explained she was hired by **** they told her over and over zero balance but it still got added to my credit even after **** sent me a email showing zero balance when I closed my last account they used the deposit to pay out the account they settled the account after sending it to collections for non payment they admitted as much but still refused to update the collections account to have them not attempt to collect from me now its on my credit my credit it down over 80 points because of this and Im on hold as I type talking to representatives who keep telling me they dont see anything about collections

  Business Response

  Date: 04/21/2025

  The customer filed a complaint with the ****, and the account has been corrected, and the customer has been notified. Thank you for allowing Duke Energy the opportunity to research this matter.

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service 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.

  I am filing this complaint regarding Duke Energys customer service practices, particularly the outsourcing of their support operations to foreign agents, often based in *****. My concern stems from multiple negative experiences where customer service representatives provided inaccurate or misleading information regarding billing and account management.During my recent interactions, I was given contradictory information about my billing cycle and payment arrangements. When I asked for clarification, the representatives either avoided direct answers or provided explanations that turned out to be false. This has caused confusion, unnecessary stress, and put me at risk of service interruptions despite making timely payments.I understand the need for businesses to manage costs, but outsourcing critical customer service functions to representatives who may not fully understand Duke Energys policies or the regional nuances of their customers needs results in a frustrating and untrustworthy experience. When I asked to be transferred to a U.S.-based representative, my request was denied or ignored.I am asking Duke Energy to take responsibility for the accuracy and transparency of their customer service. I would prefer that future support be handled by trained, knowledgeable, and local representatives who can communicate clearly and honestly.Desired Resolution:A written apology for the misleading information and poor customer service.A clear explanation of their customer service practices and who handles sensitive billing/account issues.A commitment to improving transparency and accuracy in customer communication, including the option to speak with a U.S.-based representative upon request.

  Business Response

  Date: 04/08/2025

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

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/07/2025

  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 did a transfer of service and didnt require any deposit. I moved into a unit that was ***** infested and not up to code and had to move in less than two weeks. I have outstanding payment history and had to move not because I want to but because of unforeseen circumstances. The agents kept shutting my down but they dont get what I am saying. The refused to look at my old accounts. It took 30 minutes for a supervisor. I asked to get transferred to a manager and then decided to file this complaint. I will also be reaching back out to the **** tomorrow. This treatment is unfair. I need this deposit removed I have great payment history and shouldnt be penalized. I need my payment history investigated and this deposit removed.

  Business Response

  Date: 04/08/2025

  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:04/04/2025

  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 was told by Duke energy that the account for this property is no longer in my name, and that I dont owe any further payments on this account by one of their specialists. Then later sent a letter demanding payment or theyll send it to collections. Absolutely shady businesses practices.

  Business Response

  Date: 04/16/2025

  Thank you for reaching out to Duke Energy. We understand the customers concern regarding the final bill and the recent notice regarding potential collections. Id like to clarify the timeline and status of the account.
  
  Service at the address was established in the customers name on 07/10/2023 and remained active until 02/04/2025.The final bill was $105.46 and covered usage from 01/14/2025 through 02/04/2025. The prior bill was $140.23 and covered usage from 12/11/2024 through 01/13/2025. These two bills combined total $245.69.
  
  On 2/10/2025, a payment of $140.23 was received and applied toward the customers previous balance. However, the final bill for $105.46 remained outstanding at that time.
  
  Our record indicates the customer spoke with a representative on 3/3/2025 and inquired about the final bill, but the call was disconnected. Unfortunately, the balance remained unpaid following that call.
  It is important to note that Duke Energy does not reimburse for usage that has already occurred,and the customer was billed accurately for the ********************** consumed prior to the stop date.
  
  We sincerely apologize for any confusion or frustration this may have cause by the collections notice.
  
  

  Customer Answer

  Date: 04/16/2025

   
  I am rejecting this response because:
  This is not a debate about whether or not I owed Duke Energy. This complaint is regarding the fact that a representative from your company told me in the attached email that the service at ************************* was no longer in my name and no payment is required only to be followed up with a collections threat the following month. This is not legitimate business practice. 

• Initial Complaint

  Date:03/29/2025

  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.

  I get 956 or so a month SSI and I pay water power rent phone bill insurance and garbage my rent is 650 I owe 400 extra for being late my water bill was right at 500 or 600 and I just paid 300 today and thought lieap program was going to pay 600and she told me in two days to pay a hundred and I did and duke energy sent me back the 100 back to my roommates card and the garage pickup is like 20 my car insurance 83 a month and my soap shampoo

  Business Response

  Date: 04/02/2025

  We have attempted to call the customer on 3 different occasions at ************ with no success. We are closing the complaint due to no response.

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:03/27/2025

  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.

  **** is not only ripping me off but thousands of other customers as well. They are not giving itemized billing statements and refuse to explain. You get the run around. I want Duke Energy to contact me because this is affecting my credit and my tenancy.

  Business Response

  Date: 04/01/2025

  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:03/27/2025

  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.

  Ordered power to be ran to my land which is 3 lots down from their transformer and quoted me ***** to get power. Are you kidding me what a scam company. I will never buy and land where they are the company. The county i am in is running the power for free. In simpler words duke was trying to charge me for the power to the vacant 3 lots next ***** to her me power. Stay clear of this fraudulent power company

  Business Response

  Date: 03/31/2025

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

• Initial Complaint

  Date:03/26/2025

  Type:Delivery 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.

  received a phone call advising the power line was being raised asked if there would be any digging or anything was told no. when i got home i saw there was a huge power pole installed in my front yard about 20 ft in front of my kitchen window without any type of approval or notice. if a storm knocks it down it will fall directly onto my house.

  Business Response

  Date: 04/01/2025

  We have attempted to call the customer on 2 different occasions at ************ with no success. However, we left a voice message advising that we will address their concerns and provided a direct contact number. The customer should follow up directly for further details. We apologize for any inconvenience and hope this information is helpful. We are closing the complaint.