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Business Profile

Electric Companies

Duke Energy Carolinas

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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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    Customer Complaints Summary

    • 691 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:09/16/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Hey, I noticed a **** on my collections report. It was from Duke energy and i had no Idea I owed them money. I didnt receive any of the bills. I was help supporting my grandmother ever since my grandfather passed away and someone else moved into that house so I didnt need to pay the bill any longer. There seems to be a communication issue and Im willing to pay the balance in full, but I would want the the bill to be removed off my credit report. Thank you

      Business Response

      Date: 09/19/2022

      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:09/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 June 2nd or 3rd I called Duke Energy and told them my lease ends on June 22, 2022, and requested the utilities be turned off as of that date. They gave me a confirmation that the service would be turned off by end of day on the 22nd, I also asked them to start service at my new apartment which they did. When I received my final bill they had the service billed out to the end of the month. I called them and they told me that they could not turn off the service until the new tenants effective date, which I told them was unacceptable and I would not be paying for the utility used by the community to get the apartment ready for the next tenant. After a few calls, they agreed to backdate the service to my requested turn off date. A month went by and I got another bill with the same amount, so I reached out again. They told me they was not able to process the request because the rep. did not enter the entire account number and it was my responsibility to call back and make them aware the request was not processed. Another rep entered another request, I called back two weeks later and I was told the request was not processed because the rep in that department did not understand the notes the rep I spoke to entered. After pressing the rep, asking how that was possible, he read the notes and they were very clear and straight forward. I told him I could not assist with internal company issues, I just wanted to get the issue resolved so I could pay my final bill for that location. He then proceed to tell me that they needed proof of my move. I had the service for my new apartment turn on the same day I called to end service, not sure how much more proof would be needed as I had another account with them. A previous experience with them where they billed me almost a years utility in one month and they would not correct it, I had to call the ****************** and they got them to resolve the issue. Turned out to be someone else meter. That took about five months.

      Business Response

      Date: 09/19/2022

      The customer issue has been resolved and the customer has been contacted by email. Please let me know if you have any questions or concerns. 

    • Initial Complaint

      Date:09/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Aug. 13, 2022 I reported I had part power to Duke Energy. A technician arrived within an hour got power back on never said what problem was just came to door asked if it was on then left. The next day Aug. 14 same thing happened I called Duke Energy same technician came back out informed me then he had placed a temporary power box outside for me because something was bad in my underground power. He said someone would be out by that coming Friday to repair it. When Friday came no one had called or showed up so I called customer service who had no record of what was going on at my residence put me on hold called service **** who said by the following Friday it would be repaired. Again I called that Friday still no one could tell me when it was going to be fixed I have requested 3 call backs that I have never received my power is still on temporary box that goes out every day and has to be reset sometimes multiple times a day! So today September 9, ************************************************************************************************ what exactly the problem is and when it will be fixed. This is extremely frustrating and I want the issue RESOLVED!!

      Business Response

      Date: 09/12/2022

      I sent this complaint to our Manager of Area Operations to get an update of the situation, what we are doing to make repairs and when the work will be completed.  I have advised ****************** of the same information and supplied my direct contact information.  Please let me know if you need anything else at this time.

    • Initial Complaint

      Date:09/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Duke Energy to start new residential power service. The customer service lady was very professional and efficient. At the end of the call she told me she was going to connect me to a third party verification service. Once the third Party was on the line I was immanently being asked questions about my move, storage, internet provider. I then asked if there was nothing she needed from me to verify my new power service, she said no and hung up. This was not a verification service at all, this was Duke Energy sharing my information without my known permission with a company Called ALL Connect to try and sell me multiple services. I am now receiving serve all emails a day from All Connect, which means DUke gave them my email. I am sure they are hiding under the guise of a third party verification service in their agreement with Duke, but there is not their purpose. Duke Energy shroud at the very least be honest with their customers or stop this pratice. Thanks you

      Business Response

      Date: 09/07/2022


      Duke specialist spoke with Consumer on 9/2 and acknowledged that issue has been received. On 9/7, Duke specialist spoke with Consumer and provided the following feedback. The call to start new service was reviewed. The specialist stated, "with your approval, I will transfer you to a 3rd party. They will review your order and information, and verify free service offers that *** assist with the move. Duke specialist advised that concerns stated by Consumer with transferring to 3rd party will be shared with management. Consumer feels that after the call was transferred more emphasis was placed on selling' versus verifying' the new account. Duke specialist thanked the Consumer for the feedback and the opportunity to use it to make the verification/offer transition better.

    • Initial Complaint

      Date:08/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 owes me around a $100 refund. I have called 4 times since closing the account in June and provided Duke Energy with my current mailing address. Still to this day, **** has not mailed me my refund check. I was told by 4 representatives throughout the two month span since I have called about this issue, that **** continued to mail the refund check to my old address. I have also done a mail forwarding request with the *********** yet I have received no forwarded mail from Duke. Each time I speak with a representative from Duke, they assure me that my mailing address is being updated and the refund check is being mailed. Unfortunately, this does not happen as I still have not received a refund check.

      Business Response

      Date: 09/15/2022

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

    • Initial Complaint

      Date:08/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The cutoff date for this address was July 11, 2022. I clearly stated 2 times to operator that was cutoff date. I asked if I needed to do anything else. No, all taken care of was the response. Much to my surprise the last bill was high so I called to inquire. Operator stated all calls are recorded and they should be able to call up my recording and then reimburse (as this was drafted) Also someone would call me back. No one did. A week later I called back and was told they couldnt find the recording Im calling BS on this one. I have been a lifelong Duke Power/Energy customer and this is horrible customer service. I have been punished for their ineptness. Other companies credit you immediately. You could learn from them.

      Business Response

      Date: 09/09/2022

      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:08/30/2022

      Type:Product Issues
      Status:
      Answered
      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.
      When paying my Duke Energy bill online in August 2022, I accidentally paid $5,156.46 to Duke Energy for my $156.46 bill. When I realized the error, I called Duke Energy and Truliant ******************** (my bank). I was told that a note was put in my account at both entities, stating the error and that I would be refunded the return check fee. I was told that nothing else needed to be done. On Friday 8/26/22, I tried to pay my bills through my online banking. I was not able to do that. I called Truliant and was told a third party named Metavante, paid the $5,156.46 to Duke Energy, and I was responsible for repaying this money back . When I asked why, no one could provide me with an answer. I explained that I had no knowledge of this at all. I was told to contact Duke Energy, which I did and spoke with *******. She informed me that Duke Energy received the money and took out the August and September bill amount. I told her that I had not even received September's bill. She said they could refund the remaining balance, but would take 5-7 business days. I then went to Truliant FCU in person. They saw where the money had been deposited into my account but then credited to my account; like it was never there. I was not able to see it in my account, but they were able to on their end. The specialist there called and was told the same thing I was told. My account is locked until I pay Montavante their money back, that I didn't even ask for. I was not informed about them at all. I would not have known if I were not locked out of my bill pay on line account. I need some assistance in resolving this issue. Thank you!

      Business Response

      Date: 08/31/2022

      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:08/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 father passed away and I was left as executor of his will and in charge of paying his bills. Duke power was sending him 2 bills each month and I was unsure why there was 2. I called and spoke to a representative and they could not tell what each bill was for, and then transferred me to another department. I have spoken with 7 people at Duke Power so far, hung up on twice and this is what they are telling me, "We cannot give you any information on the deceased persons account; however, if you want to make a payment, we can process that for you." They furthermore told me that they could close the account down for me and then transfer the account into my name if I wanted them too. Now process this one for a moment, Duke Power cannot tell me why or for what they are billing my deceased father in order to protect him, but they will allow me to pay on the account or CLOSE IT DOWN COMPLETELY without any documentation. AND THATS THEIR WAY OF PROTECTING THE CUSTOMER. My father was the only person listed on the account so they will not speak with me (his son) or his widow, but they will allow either one of us to close his acct down without any documentation or explanation. For the record, I was not asking any personal info on my father and provided all information concerning my father that they requested (ie acct numbers, address, SSN, etc) I guess I just have to close the account down and transfer it to one of our names to find out what they are billing me for. This makes absolutely no sense whatsoever. Also, as I am writing this message I am currently on hold and have been for over 30 minutes. The length of thus call total has been 1 hr and 37 mins and counting along with the 2 other calls where I was hung up on being 15 mins and 19 mins respectfully. **** is a joke and a monopoly.

      Business Response

      Date: 09/12/2022

      Not Satisfied We contacted the customer and addressed their concerns. We explained our process and apologized for any inconveniences.Please let us know if you have additional questions. We are closing the complaint. 

    • Initial Complaint

      Date:08/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 August 25th duke energy planned upgrades for 2PM in the middle of a workday and is shutting off power to business customers in my area for 2 hours during the peak business time in our workday. There is no concern to the ability of a business to conduct their operation and their business service should be at least a little respectful to the customer, whom they care nothing about due to there monopoly status in the area. Basically s**** the customer because they can not go anywhere else.

      Business Response

      Date: 09/01/2022

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

    • Initial Complaint

      Date:08/24/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 has changed the power meter 3 times since Jan 2022 with no explanation until Aug 2022. Was told the meters failed communication transmitting power usage. A few months a credit was shown on the account without any info as to why, leaving me unable to pay online to my account. No one at customer service knew why at the time. On Aug 14 2022, online stated $163.88 was due. On Aug 15 2022, Bill amount went to $511. Several calls were made to customer service asking why, was only told because the meters were changed. An audit was conducted but no calls were made back to confirm problem. More calls for 1-2 hrs everytime was made with no resolution. Was told twice a supervisor would contact me within 24-48hrs, 4 days later no calls back. Finally contacted billing manager, only after calling back myself, and was put through to billing adjustment department and voiced my problem and displeasure. Told representative customer service was awful with no calls to explain, no calls when technicians came to residence even setting alarms and cameras off when I wasn't home, causing me to leave work to check residence since alarm had been set off. I asked for some type of compensation for having to do the work of contacting Duke Energy at least 6 times over 2 weeks and loss of work due to alarms and talking to representatives. Nothing was ever offered other than installment plans. I dont expect a total bill credit but a partial credit for the time and aggravation plus the poor customer service and no calls for explanations is warranted i think. Account details- ********************* *********************** Account # ****************************************************************************

      Business Response

      Date: 08/29/2022

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

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