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:03/26/2025

  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.

  March 26th I've called 2nd time about ************* about a ****** Electric bill. I asked the *** could they send someone out to read the meter she tells me I have to track down the owner of the townhome and they have to put the order in? Ha... I pay them (****) not the owner?. I've been using my Healthy Choice Benefits to pay my . I've paid them 120. On 1/1/25 I still don't see a bill that reflects my payment 3/1/25 I've paid ****** the majority of my Benefits for March. Dss gave me a ****** help payment that's the only credit I've seen so far on my bill to date. I need help I pay them but they could direct me to someone else. Duke running me around this city knowing the places they have to me wasn't going to help me ********* is a Scam. I want my meter read because my Electric shouldn't been ******. I'm disabled I know this is wrong. I feel like they not being honest.

  Business Response

  Date: 04/10/2025

  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:03/24/2025

  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 was placed on the budget bill with Duke energy, I was sent a letter stating that my charges was going up. When my bill arrived they stated that I owed $764.47 because of the energy amount used was more than was allocated for on the budget plan. No one told me that I would incur these charges at the end of the plan when I signed up. I just thought that if an adjustment would be needed that would be done throughout the plan, but NO they send you this $764.47 bill and more less states that I would pay it or the lights would be turned off. I spoke with Asia and Supervisor Christian at the call center which is located in the ***********. ********* admitted that this is wrong to do people like this but laughed and stated that it would have to be paid or I would be in the dark. This is entrapment, just think about the senior citizen who are getting it stuck to them by Duke Energy over this so called Budget Billing plan, only to find out that you are still paying regular charges one way or another. I am asking to have these charges removed due to false advertising and entrapment practices. My eighty year old neighbor has been done the same way and she was under the same intent that I was when we signed up.

  Business Response

  Date: 04/09/2025

  The customer was enrolled in our Annual Budget Billing Plan (ABBP), which averages energy cost into consistent monthly payments. The monthly ABBP amount was $207.00 per month for 12-months. While this helps manage monthly expenses, it is important to note that actual usage is still being tracked, and any difference, whether over or under, is reconciled at the end of the billing period. We include an easy-to-read analysis chart on every bill so customers can see exactly where they stand with the plan. Additional information can be found at **************************************************************************************************.

  The customers actual usage exceeded the estimated monthly payments, resulting in a balance that now needs to be settled. While we are unable to waive the balance since it reflects actual usage, please note that Duke Energy offers an Installment Payment Plan, which will allow the customer to pay the settle-up difference in smaller increments. The customer remitted payment for the total balance on 03/30/25.

  We understand this may have come as a surprise,and we truly regret any frustration this has caused. Thank you for allowing us the opportunity to research the customers concerns.

• Initial Complaint

  Date:03/21/2025

  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.

  Duke Energy charges way too much. We keep everything that we can unplugged. Our usage should be very minimal. The agents when we call are always very mean and it takes forever to reach them from the automated system. According to Duke Energy, our usage doubled from a year ago. Duke Energy claims the that because we are on a budget plan and that our usage allegedly went up so we are charged extra.We dont know if Duke Energy even sent out someone to read the meter and if so, was it even from our meter.We are disputing the $200/month bills.

  Business Response

  Date: 03/21/2025

  The individual that filed this complaint is not the account holder nor authorized on account. For security and privacy reasons, we can only assist the account holder. Please have the account holder contact our customer service team directly at ************** for assistance. Our customer care specialists are available Monday - Friday, 7 a.m. to 7 p.m. Thank you!
  

• Initial Complaint

  Date:03/20/2025

  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.

  This bill is almost $2,000 . Its at least $800 every month and I dont understand why. In the past I have been billed for ******************** . Ive ask to have someone come out and check meters or adjust my bill based on the household size. This is high enough to cover a business! Two people in the home also have severe health problems including stage 4 cancer and we cannot be without power but this bill is ridiculous and no way it should be this high

  Business Response

  Date: 03/26/2025

  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:03/17/2025

  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 purchased 2 home protection plans that are supposed to be paid monthly with the bill, the bill was behind but I've attempted to catch up the bill the bill at 1073 was extremely high I have made repairs in the home to try to lower heating and cooling cost. Per the last bill I think I've solved the problem. The 1407 *********** Rd has been behind because someone else was suppose to make payments but did not so I'm trying to catch both locations up. Duke Energy is sending letters threatening to drop the plans. My understanding is that the payments came out of the monthly payments. So at the 1073 location I made at least 4 to 5 payments in a month and a half in which the home protection payments should've came out.

  Business Response

  Date: 03/20/2025

  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:03/17/2025

  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 was taking off the buget billing and wasn't told about it. An my bill. Went up. An no one couldn't tell me why. I would of pay something of i knew about. So there trying to make me pay the whole thing. To get back. On the billing budget.

  Business Response

  Date: 03/18/2025

  I called the customer this morning and did speak with him. I try to explain his bill and how the budget billing plan works. Customer stated he did not want to talk to me and hung up. 

  Customer Answer

  Date: 03/18/2025

   
  I am rejecting this response because:
  
  

  Business Response

  Date: 03/18/2025

  I contacted the customer to try to explain the bill and how the budget billing program (***) works.  The customer said he did not want to speak to me and disconnected the call stating the bill was incorrect.
   
  The customer is on the Quarterly ***.  Account on the Quarterly *** is periodically reviewed every three months and the *** amount may be adjusted accordingly to the customer's usage and bill.  Customers on *** are encouraged to monitor their usage each month to understand their actual usage and charges.  Whether a customer is on the annual or quarterly ***, the *** is removed after two missed payments.
   
  The last payment on the customer's account of $23.00 on 2/21/25 was a returned payment.  The last good payment received was $22.50 on 12/20/24.  The customer has been removed off the ***, and the accumulated difference was added back onto the customer's account to be due.  The current balance is $265.38, due today 3/18/25.
   
  After disconnecting the call with me, the customer contacted ********************** **************** twice to dispute his balance and request a meter test.  As a courtesy, the meter test was issued for the customer.

• Initial Complaint

  Date:03/17/2025

  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 am writing to formally file a complaint against Duke Energy regarding an unresolved issue with my credit report and a collection account that I believe is inaccurate and unjustified. I recently discovered that Duke Energy has reported a collection to my credit report for an account associated with an address where I was not living at the time the bill was accruing. I moved out of the residence in question prior to the charges being incurred, and I have provided all the necessary documentation to Duke Energy to prove this, including a copy of my lease agreement showing my move-out date and other relevant documentation supporting my claim. Despite submitting these documents, Duke Energy has failed to remove the collection account from my credit report. Additionally, I was never informed that the account had not been properly closed or that services were not disconnected. I did not receive any notification or communication from Duke Energy regarding the status of the account, which has caused significant confusion and hardship for me in attempting to resolve this issue. I have made several attempts to resolve this matter directly with Duke Energy, but they have not provided me with a satisfactory response or taken the necessary action to correct this mistake. As a result, I am requesting that the Better Business Bureau intervene to facilitate the removal of this inaccurate collection from my credit report and ensure that Duke Energy addresses this issue promptly.

  Business Response

  Date: 03/18/2025

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

  Customer Answer

  Date: 03/18/2025

   
  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:03/17/2025

  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.

  Duke energy says I owe $516.00 for my ending bill.However, they decided to go through a 3rd party instead of emailing me about a payment and show me my last billing statement. This wasn't on my credit until I paid my older bill from *************, **. Duke Energy told me I can not pay them the remaining balance I have to go through the 3rd party which told me they would have to run my credit in order to see the bill and charge me a $1.00 Thank You

  Business Response

  Date: 03/20/2025

  We have attempted to call the customer on 3 different occasions at ************ with no response. However, the customer reached out to our customer service and received a full explanation of the account billing and payment history and our process. We are closing the complaint due to no response.

  Customer Answer

  Date: 03/20/2025

   
  I am rejecting this response because:
  I don't see no documentation where the security deposit went towards.

  Then you charged twice for breaking a lease?. I have my lease agreement.

  Also, you charged a little over a $1,000 for clean up. I really did not have any furniture in there or occupied it long enough.

  Especially with mold(a big issue)being in there and insects crawling through the window.

   August rent?

  It should be broken down and highlighted 

   

  Business Response

  Date: 03/20/2025

  Based on the details provided in the rejection, it appears the customer may be referring to a different **********************. We recommend the customer reach out to the appropriate ********************** for resolution.

• Initial Complaint

  Date:03/16/2025

  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.

  My bill has been astronomically high since ******. Over 300 dollars a month and I have experienced continual power outages. Today marks the 3rd outage since ******. I spotted Duke energy employees on my property looking at a pole. I was later Informed that **** was aware that the pole was damaged ( see case#). Yet, even though they knew the pole was damaged and that is what was contributing to my high bills they did not and have not fixed the issue. Two days later the power went out due to down power lines which I reported. They came and cleared the tree. The power line is laying in the street and the power is still off. We are going on 17hrs without power.I have an infant that I had to wake up at 6am to take to the coffee shop to get hot water so she could have a bottle. My neighbor down the street is on oxygen. This is insane that it takes this long to fix an outage. Duke energy is not pro active. If they had taken care of the pole and the compromised trees near their equipment before the storm the power would be on and my bills would not be 300+ dollars each month.

  Business Response

  Date: 03/17/2025

  We have confirmed that the billing for the December 2024,January and February 2025 invoices is correct and reflects the customers actual usage. The charges are based on the electricity used during the billing cycle and are consistent with the customers typical winter usage patterns. Our records show bills have been higher during the colder months, which is common due to increased energy usage for heating.
  We encourage the customer to continue monitoring her usage or explore energy saving tips that may help reduce future consumption.
  Lower My **** Toolkit *************************************************************************************************************
  Seasonal Tips *********************************************************************************************************************************
  My Account ************************************************************************************** - By setting up My Account the consumer can check spikes throughout the month,by day, and even hour, to understand what appliances and behaviors could be increasing the bill.
  A meter test has been requested and can take up to 7 calendar days for completion. The customer will be notified via email of the results.
  
  While we understand that the outages may have been inconvenient, we can confirm that power was restored on March 16, 2025.
  
  Thank you for giving Duke Energy Progress the opportunity to research this matter. 

  Customer Answer

  Date: 03/17/2025

   
  I am rejecting this response because: The bills are not accurate due to compromised equipment. Look at last year's bills. Never were they over 300 dollars during the winter months. 

  perhaps this has something to due with the fraudulent account ( ****** *********) associated with my address. Either way. This is not accurate billing.

  
  

  Business Response

  Date: 03/25/2025

  The customers metering concerns were reviewed and, in a case, where it appears that the kilowatt-hour (kWh) or kilowatt (KW) consumption is higher than normal, we look for meter malfunction.  The meter located at the customer's address was tested on 03/19/2025. The meter tested with an overall accuracy of ******%, which is well within the meter accuracy that was established by the ************************************ Rule R8-12. If the meter is accurate, then we know that the electricity the customer was billed passed through their meter. Assuming that no new high-load equipment has been added, and the occupancy of the home has not changed, an increase in usage is most often caused by 1) temperature extremes causing excessive running of electric heating/cooling; 2) equipment problems with heating/cooling or water heating;3) identifiable changes in the way the customer operated their equipment,including operational errors.
  
  Since our equipment tested accurate, we are unable to determine the cause of the electric usage increase for this period by looking at DEPs side of the service. We have energy savings tips on our website at *************************************************************************** under Savings and Solutions.

  In response to the customer's concern about the account in a different name, please be advised that there is a pump house, which is usually for water supply, with the same address. The account was established in 2019, has a separate meter number and premise number. We are unable to make changes to the other account without first speaking with the account holder. We have made attempts to contact the other party to obtain a valid address. Upon receipt of a response from that customer, we will update the address.  

  Customer Answer

  Date: 03/25/2025

   
  I am rejecting this response because the faulty light pole that is on my property has not been addressed. 

  If the account was established in 2019, and has a separate meter number and premise number. Why have I been receiving their bill on my address since last summer. I purchased this property in 2021. If they are using my 2nd well pump that is stealing from my well and the pump needs to be disconnected immediately! 

  Duke energy has felt free to enter my property without notification several times and are on video doing so. I was never notified about anyone coming out to check the meter a man just showed up at my door. This treatment is completely unacceptable. 

  Business Response

  Date: 04/01/2025

  Utility company owned facilities are subject to inspection by the utility. The customer inquired about a ********************** crew surveying the property. She was informed of work order number ******* for pole replacement. Per account notes, the customer requested to have the pole removed, as she feels that there is not an easement. A request was made for review of the easement. A land agent will follow up with the customer upon completion of the easement research. 

  We are unable to discuss specific details regarding an account that is in another customers name. As previously advised, the meter is being billed to another customer. We are unable to disconnect the meter or make changes to the account without first speaking to the other party. 

  The customer contacted the *********************** to file a high bill complaint. In a case where it appears that the kilowatt-hour (kWh) or kilowatt (KW) consumption is higher than expected, we look for meter malfunction. A meter inspection service order was completed to address the customers high bill concerns. The meter tested well within the meter accuracy that was established by the ************************************ Rule R8-12. The meter is owned by the utility company, and as such, we require access to it for regular maintenance, readings, and necessary inspections. 

• Initial Complaint

  Date:03/16/2025

  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.

  **** was tring to charge me fraud fees on some property I inherited. **** and the Utilities Commision both said that they would not add those charges to my other accounts. Well in February they added those charges to another account and say they are going to turn my power off if I dont pay.

  Business Response

  Date: 03/21/2025

  The customer has chosen to have this issue addressed via the *********************************. In doing so, this has escalated beyond my ability to assist. We are closing the complaint.