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

  920 Beaumont Ave Spartanburg, SC 29303-3139

• 

  Duke Energy

  500 Utility Dr Clemmons, NC 27012-8337

• 

  Duke Energy

  664 Issaqueena Trl Central, SC 29630-4434

• 

  Duke Energy

  201 N Main St Travelers Rst, SC 29690-1526

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:08/22/2022

  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 Power through a subsidiary sprayed harmful chemicals on my main road leading up to my home. They do this a couple times a year and I understand that they need to keep weeds and vines off their power lines etc. But, during this spraying they have killed two ****** Cypress trees and bamboo ****. I have a gate that the sprayers would have had to go around to spray, which is trespassing. The power lines in question that they sprayed under are not even active so not sure why they sprayed. The sprayers are latino and speak or don't understand english according to my wife.

  Business Response

  Date: 08/29/2022

  Currently our ********************* team is trying to work with Mr. ****** to address his concerns.  Our specialist has been having some trouble getting in touch with him due to cell reception in his area.  We've asked for another update today.  I will let you know when ********************* lets me know it is completed.  Thanks.

• Initial Complaint

  Date:08/19/2022

  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.

  August 11th, 2022 I received a bill for $1039.68 from Duke Energy. There is no way this bill is correct. I am one person living in a 900 square foot townhome. I had a negative account balance of ******* on 30JUL2022. When I checked my duke energy application to pay my bill. I could not pay the bill since the account was negative. Duke swears this bill is correct, but it is not. They stated they just re-issued all my bills since start of service. I have attached a detailed complaint document. As well as all my bills they sent me dated 11AUG2022 they literally resent me every bill since November 2021. I do not know what kind of business practice this is, but it seems Duke energy wishes to take advantage of customers who have no other option for electricity. Electricity is considered a necessity. **** is trying to make it unaffordable. I am single and live in a 900 square foot home. This bill is not correct. The fact that all my bills were re-issued and that the application my balance as negative for 2 weeks tells you their billing system is flawed. I called customer care and they swore the bill was accurate. Is duke energy trying to re-issue bills to take full advantage of the current economic crisis and inflation. Seems very backhanded to me. They are greedy and trying to drain Americans of their hard earned money. I am not paying this bill of $1000 this is absurd!

  Business Response

  Date: 08/31/2022

  On August 25 reviewed the customers account and the balance is $1039.68 which includes a past due amount of $838.16. The additional deposit that was added was removed as of August 31. The customer balance is correct no action is required. The rebilling was done to bill the customer correctly for the electricity that was used. 

• Initial Complaint

  Date:08/19/2022

  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.

  Ever since I moved into this new property I have had to contact Duke Energy EVERY month because the billing is completely wrong. They try to double and triple bill me for overlapping periods. The online bills are not viewable, and only give a PDF Not Available error message. Also I had an outdoor area light installed that I agreed to with the condition that it would be billed under it's OWN account number. This is still not resolved. I am demanding that Duke Energy fix their billing system. STOP harassing me for fictitious past due bills, that are solely created due to YOUR system errors. My property has ONE home and ONE electric meter. Create the **** second account billing me for the outdoor area lighting separately because it is apparently beyond your ability to bill correctly when it's all jumbled together.. This experience is UNACCEPTABLE. FIX IT ALREADY!

  Business Response

  Date: 08/23/2022

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

• Initial Complaint

  Date:08/18/2022

  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.

  Well I have been over charged several times for last two years I pay large lump sum get caught up they **** me again even larger **** I had credit of 600 00 dollars one month then they send me **** saying they refunded me 290 they did not then they said they refunded my deposit to help on the **** I was in negative with 290 they use my deposit said I still owed 564 took out my account then they say I was 424 owed I live alone I don't use the much power I called bunch times an even got one Manger said he saw the numbers did not add up an said he fix it he did not they have over charge me thousands of dollars I screenshot my bills my payments what they say my **** was numbers so t add up no were please help me last time I called she said she woukd look into it call me back there's several of my payments that they say was returned but yet they took them out of my account somethings going on with my a couple t an duke energy please fix this

  Business Response

  Date: 08/19/2022

  An audit of the account concludes that the balance on the account is correct. Please see a timeline of the account history.
  Customer **** dated 1/10/****** deposit/interest applied to the account balance. The total amount due on or before 2/4/22 was $564.68. 
  Customer **** dated 2/7/22:$564.68 posted 2/4/22, current charges $298.51 due on or before 3/4/22.
  Customer **** dated 3/8/22:$282.53 posted 3/4/22, remaining balance $249.96 due on or before 4/4/22.
  Customer **** dated 4/11/22:$249.96 posted 4/6/22, current charges $234.39 due on or before 5/6/22.
  Customer **** dated 5/6/22: $453.73 due on or before 5/31/22.
  5/6/22: $234.39 posted to the account, remaining balance $219.34.
  5/31/22: $219.34 posted to the account 5/31/22, remaining balance $0.00.
  Customer **** dated 6/7/22: Current charges $207.62 due on or before 7/5/22.
  6/10/22: $219.34 payment returned,and the reason noted is insufficient funds ($5.00 fee).  Balance due $431.96.
  7/6/22: $426.96 posted to the account, remaining balance $5.00.
  Customer **** dated 7/8/********** charges $239.26 due on or before 8/2/22.
  7/18/22: $426.96 payment returned,and the reason noted is insufficient funds ($5.00 fee), balance due $671.22
  7/19/22: $426.96 posted to the account, remaining account balance $241.26.
  7/27/22: $426.96 returned to the account and the reason noted is account closed ($5.00 fee), balance due $******.
  Customer **** dated 8/5/22: Current charges $188.77 + ****** outstanding balance = $864.99 due on or before 9/2/22.
  

• Initial Complaint

  Date:08/18/2022

  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 checked my credit report and noticed I had a collection from DUKE ENERGY CAROLINAS that was opened in 02/28/2022 for $258.00 with account number starting in ******* that I do not recall and am not liable for. I never entered into a signed agreement or completed an original contract with them. This is fraudulent and a violation of my rights. This inaccurate collection is not mine. If you believe this account is mine, prove the validity.I would like all collection activity to cease immediately and for this inaccurate and fraudulent collection to be removed from my credit report or I will file for litigation and report you to the **** and FTC.

  Business Response

  Date: 08/23/2022

  We have attempted to contact the customer 3 different occasions at ************ with no response.  As a courtesy attempt, we have emailed the customer at ******************** advising of our phone attempts and provided information to help the cusotmer resolve the issue if this is a case involving stolen identity.  At this time we are closing the complaint due to no response.  

• Initial Complaint

  Date:08/12/2022

  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 called in on June 15th to transfer service to a new address, the person over the phone explained that the service had been transferred with the start date of June 16th and the prior address would be turned off on June 21st. The Duke Energy did not turn off the old service which has incurred an additional **** by a new tenant. The account number is ************ with a **** due of $153.**. Due to the fact that the employee did not perform the task at hand, I now have a past due **** for an address and usage that I should not have to pay. Notes on my account due show the call that I made, and I do have emails showing the new tenant requested service back in May to start on July 1st. I noticed the **** as of July 21st to which I called in to get fixed, and customer service was not willing to help, despite acknowledging the notes on the account and clear error on their employees side. I would like Duke Energy to fix the mistake that their representative made, as I should not be held responsible for their error in their system.

  Business Response

  Date: 08/22/2022

  The billing has been reviewed. An adjustment has been made to remove all charges incurred from 06/22/22 through 07/21/22. A corrected **** has been mailed. We sincerely apologize for the inconvenience and confusion. Thank you for giving Duke Energy Progress the opportunity to research this matter. 

• Initial Complaint

  Date:08/11/2022

  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 installed a security light on a telephone pole next to the property line at my neighbors house...it is directed at my house and is lighting up my whole downstairs and side yard on that side. I called Duke Energy and they said the homeowner needs to contact them...They will not speak to me....I did not want this light and it should not be shining in my yard...Duke Energy installed it and they need to redirect it or put a ******* on it....This is invasion onto my property and is killing all of the plants in the flower bed on that side. 15 varieties of Hostas.

  Business Response

  Date: 08/15/2022

  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:08/05/2022

  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.

  It has come to my attention that we pay a "storm recovery cost" on our energy bills. I'm sorry, but I shouldn't have to pay Duke energy to prepare for storms. That should be part of your regular charge knowing that storms, hurricanes, winter weather, etc. will come through. I have attached the most recent 3 bills as proof of this fee. I would like to be reimbursed all "storm recovery cost" charges for 2022. Since Duke is a monopoly, I cannot freely go and pick another provider for this service like I can with everything else in the course of normal business.

  Business Response

  Date: 08/07/2022

  ************** regulators approved the issuance of the storm recovery bonds after determining they would provide quantifiable benefits to customers when compared to the costs customers would have incurred without storm recovery bonds. The storm recovery charge includes costs for 2018 and 2019 hurricanes ********* ******** ******* and Winter Storm ***** in **************, including capital, O&M, carrying costs, and financing costs. The storm recovery charge began appearing on customer bills in December 2021. Due to an under-collection from when storm securitization was first implemented, this line item temporarily increased on customer bills in April, May and June 2022. As of July 2022, the charge subsequently decreased to below its initial level. For residential customers using ***** kWh per month, the storm recovery charge is as follows: DEP  Initial: $2.44; April-June:$3.00; July-Dec 2022: $2.27*
  *Charges in 2023 and onward will be recalculated semi-annually for any under/over-collection all changes are subject to NCUC review.

• Initial Complaint

  Date:08/05/2022

  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 have solar panels in the month of **** I had an excess of 454KwH. On, May 31st at midnight or **** 1st at 1 minute am, the yearly accrued energy is supposed to be reset to 0. Duke reset my **** excess energy, because as it is explained to me, I have two days in the billing cycle of May. So, all of my excess in **** was nulled. If, they have done that in years past please show it to me. I would appreciate seeing from the past years where Duke has done this.It appears the monitoring system has the capability to reset excess energy use on any date, since it was done on **** 29 as well as **** 1st.

  Business Response

  Date: 08/10/2022

  NET METERING FOR RENEWABLE ENERGY FACILITIES RIDER NM-4B

  
  For electric service under a standard schedule without time-of-use rates: Item #3: Excess Energy not used in the current billing month to reduce billed kWh usage shall be accumulated and used to reduce usage in future months; however, any accumulated Excess Energy not used to reduce billed kWh usage SHALL BE SET TO ZERO IN THE BILLING MONTH THAT INCLUDES USAGE INCURRED ON MAY 31ST EACH YEAR. There will be no compensation paid to Customer for Excess ********************** granted to Company.

  *The customers billing is accurate per the net metering rider.*

  Thank you for reaching out to Duke Energy with your concern and we hope this information is helpful

• Initial Complaint

  Date:08/04/2022

  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.

  Trees to be trimmed by Duke energy were instead destroyed on or about 6/16/22. Later between 7/2/22 - 7/30/22 trees on a private drive between 100' - 300' from power lines were destroyed by someone trespassing and refuse was left. Also in that same time period a tracked vehicle likely with a forestry mulcher head destroyed ground vegetation in place to prevent runoff into Lake *******, destroyed additional trees, damaged turf, destroyed stored fence rails, destroyed ground cloth and left refuse on the ground.I have tried multiple times since 6/17/22 to fill out and submit a claim to Duke energy only to have their site fail and instruct me to try again later. I'm deaf so I need someone who can email me, multiple people might have called but I cannot communicate over the phone.

  Business Response

  Date: 08/16/2022

  We have contacted the customer and addressed his concerns and ********************** Consumer Affairs is still working with the customer to help resolve his issues and concerns.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17669434
  
  I am rejecting this response because: , I have made every attempt to get them pictures of everything that was damaged and no genuine effort has been made to rectify the problem created by Duke Energy's contractor.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/27/2022

  We have contacted the customer and addressed his concerns.  This was a routine tree trimming maintenance, and the proper actions were taken to rectify the disturbed areas of the property after the maintenance.  Grass seed and straw were put down and the grass has already started to grow.   We have made an additional site visit to the customers property to address the customers complaint with the wood rail fence, damaged bench, oil spill, and cut tree within the right of way.  It was found the wooden rail fence was not treated wood as the customer informed and was already rotting away.  As the customer requested, we provided the customer with materials to replace the section of the rail.  The wooden bench was damaged and rotten and partially covered by debris and weeds.  We provided offers to help replace the bench on two occasions and the customer declined both offers of good will. The customer also could not identify for us the area of damaged soil, nor the tree that was cut down inside the right way.  We explained our process and tried to help resolve the customers complaints only to receive rejections. We are closing the complaint.  Please let me know if there are any questions.