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

  425 Fairforest Way Greenville, SC 29607-4437

• 

  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

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:03/13/2025

  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.

  Im not sure of what I really need to do but I want to have Duke Energy investigated for Embeziling because I have been overcharged on my bill and plus it just keeps on going up no matter what I do. I want them to repay me for all of the money they have taken and Im looking for it to be resolved. Its not fair when you pull my billing up and look at it. I pay my bill every month but they skip that and say Im late and then be charged even more. Thanks *****

  Business Response

  Date: 03/27/2025

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

• Initial Complaint

  Date:03/13/2025

  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 filing this complaint against Duke Energy due to improper billing, failure to disclose fees, and lack of response to my dispute. Despite multiple attempts to resolve the issue, Duke Energy has ignored my concerns and added disputed charges to my new account. Old Account Number: ************ Service Address in Dispute: ****************************************************** Key Issues: Failure to Disclose Fees: I contacted Duke Energy on August 5, 2024, and was told my outdoor lighting service would be disconnected with no further charges. On October 3, 2024, a representative briefly mentioned a lighting termination fee ($174.87) but then dismissed it.Improper ************** of Notice: I was never billed for these charges and only discovered them online. The total disputed amount is $448.20, including a Lighting Termination Fee ($174.87), Current Lighting Charge ($19.80), and Rider Adjustment ($9.73).Failure to Address My Dispute: Duke Energy ignored my formal dispute and instead forwarded my complaint to another department with no resolution. A representative named ******* responded to my emails but failed to clarify or assist.Unfair Billing Practices: Instead of addressing my concerns, Duke Energy transferred the disputed charges to my current account (Account # *************. The ********************** never provided proper notification after I mailed them a formal dispute letter. I am concerned about my current account will be impacted with possible disconnection forcing me to pay a balance that I am not entitled to pay, and possible damage to my credit if this issue is not resolved.Resolution Sought:A full waiver of the disputed charges, assurance that this will not impact my credit or be sent to collections. I have made multiple attempts to resolve this with Duke Energy, but they have failed to respond. Including the initial complaint filed with the BBB last year. Thank you for your assistance. Dr. ******* A. ********-******

  Business Response

  Date: 03/21/2025

  We contacted the customer and addressed their concerns. We explained our process and apologized for any inconvenience. The customer signed a lighting contract that listed the termination information. As requested, we will provide the customer with a copy of the contract. We are closing the complaint.

• Initial Complaint

  Date:03/13/2025

  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 recently noticed a $265 deposit charge on my account after my service was momentarily disconnected while I was in the process of making a payment. Upon calling customer service, I was informed that a deposit can be charged whenever service is interrupted. However, I find this practice unfair, especially given that I have maintained continuous service in my home for ***************************************************** errors on Duke Energys part.Additionally, I previously paid a deposit when I first started service in 2005, and I have never received that deposit back. I would like clarification on why I am being charged a new deposit and what happened to my original deposit. I kindly request a detailed explanation and review of this charge. As a long-standing customer, I find it concerning that such fees can be imposed arbitrarily, and I hope to resolve this matter fairly.

  Business Response

  Date: 03/18/2025

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

  Customer Answer

  Date: 03/18/2025

   
  I am rejecting this response because Nobody has called me or left any messages to speak with me. 
  
  

  Business Response

  Date: 03/19/2025

  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:03/13/2025

  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 formally file a complaint against Duke Energy regarding an incorrect outstanding balance and the threat of disconnection of my current services. On January 14th 2025 I received a letter from Duke Energy referencing an outstanding balance of ****** for a service address where I have never lived. Upon receiving this letter, I immediately contacted Duke Energy to resolve the matter. I made several follow-up attempts since then, but the issue remains unresolved. After speaking with customer service representatives *****, ******** and ***** it was confirmed my accounts are either paid off or current. I was repeatedly advised not to panic; disregard and continue checking billing statements for update correction. Surprisingly, when I went to pay my current bill I find a notice to disconnect my services. There has be an ongoing problem with many Duke Energy customers complaining about accuracy of monthly bills increasing up to $300. When I noticed a discrepancy on my credit report, it was disputed and removed. Now it's back on my report causing a significant lowering of my credit score. I would also like to note all three credit bureaus are locked due to fraudulent activity. While working for the government ***** of Veteran's Affairs) our systems were hacked and we were granted additional 5-year monitoring. I would like this resolved immediately. I'm requesting the following corrective actions (1) Removal of false balance from my Duke Energy account and credit report (2) An explanation of why my current services are threatened with disconnection despite payment (3) Review of all documented notes and recorded customer service calls. (4) Explanation of how a different account number is merged. Thanks in advance for your assistance. Please feel free to contact me via email or phone if any additional information is needed. Respectfully,***** M. ********-******

  Business Response

  Date: 03/20/2025

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

• Initial Complaint

  Date:03/12/2025

  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.

  Duke energy has made me pay the bill of a pass tenant at a house I rented in the passed and just recently moved back too. Since 2024 I have paid over ***** on a bill that was not mine. I sent Duke energy my lease to a home I lived at in another county as well as my utilities agreement for that county. They would not allow me to put the lights in my name until I paid the pass tenant bill. March of 2024 I had to pay ******, 796 in June of 24, and the list goes on and on for a year. Again this is not my bill to pay. I do not know the pass tenant so I was unable to get into the account to see what was all going on. Finally on 3/4/25 I was able to get my lights switched to my name after paying 536 dollars. Now they are telling me I still have a ****** bill leftover. Please help.

  Business Response

  Date: 03/13/2025

  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:03/11/2025

  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.

  Hello, Duke Energy does false advertising. They have a Disconnection Mortorium stating that utilities are prohibited from disconnection from November 1st-March 31st. I have an extremely high bill due to a lay off but have recently returned to work. I had exhausted my installments but will eligible for another on March 25 2025. Yes I had 2 return payments because they have customer representatives who have no clue of when a payment will be debited from a checking account which resulted in funds being unavailable at the time. I have tried to set up an arrangement to pay my past due balance in 2 installments but they don't give a c*** They have threatened with Disconnection on or after tomorrow which I don't understand how you dont have an accurate date. Their Disconnection Moretorium states that utilities are prohibited from Disconnection 1. Disabled or 65 and older 2.CANT PAY UNDER AN INSTALLMENT PLAN. 3. Have a letter from *** stating yoyr getting utilities assistance from them. ******************** are joined forces with Duke Energy cause they do not help which is a waste of tax payers dollars because why have a job cause they don't do it. I want clarification about number 2 of the Matorium if you can't pay under an installment plan why can't anyone get help with a payment plan if someone now has the ability to pay just not the whole balance? If your not cutting off people power for non payment until March 31st why not tell your customers. I have contacted a lawyer about the false advertisement in the Disconnection Matorium because it's misleading

  Business Response

  Date: 03/12/2025

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

• Initial Complaint

  Date:03/11/2025

  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 a complaint against Duke Energy due to fraudulent billing practices and extremely poor customer service. Despite following proper procedures to stop service, I was overbilled, misled by multiple representatives, and denied resolution.I moved out of my apartment on February 3, 2025, and submitted a stop-service request for February 6, as the system would not allow me to select the 3rd. However, on February 11, I received a text stating my service had just been stopped. I immediately called customer service, and a representative admitted this happens when another request for the same unit is placed first, which voids subsequent requests. He assured me my bill would be backdated, but no adjustments were made.After receiving my bill, I called Duke Energy again and spent nearly two hours being transferred between representatives, none of whom provided real assistance. One representative was rude, yelled at me, and hung up. A supervisor acknowledged the issue, filed a complaint, and promised Id be connected to someone who could resolve it. Instead, the next person refused to open a new case and directed me to web support.Web support was dismissive and implied I was lying, despite my detailed explanation of the process I followed. No one was willing to reopen my case or take responsibility for the system error.Duke Energys handling of this matter was unprofessional and fraudulent. Customers should not be overbilled due to system failures, misled by representatives, or dismissed when seeking fair resolution. I request that my bill be corrected to reflect the proper stop date of February 6 and that Duke Energy improve its accountability and customer service practices.

  Business Response

  Date: 03/14/2025

  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:03/11/2025

  Type:Product 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.

  Yes, ***orted to Duke Energy an outside light out on March 6, 2025. Was told when the lady took all my information. To call the business office when light was ***aired to receive credit for time the outside light was out. Today March 11, 2025 light ***aired on the sixth day. So five days the light was out, March 6, 7, 8, 9, and 10th. Call Duke Energy twice, after ****************************************************************** to billing.Second call, told by *****, that no credit would be issued for the five days the light was out. Why did the customer service *** tell me when she took the information that the light was out, to call and get a credit when ***aired for the days I did't have use of the light. This is poor customer service one person telling you to call and get credit for the days the light was out. Another when you do call to get a credit that no credit will be issued for the time you didn't have use of the outside ************* oder ********

  Business Response

  Date: 03/14/2025

  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:03/10/2025

  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 am not responsible for the debt alleged by DUKE ENERGY PROGRESS. There is no agreement between me and DUKE ENERGY PROGRESS, and they have not provided the original contract as requested.

  Business Response

  Date: 03/12/2025

  After reviewing the information, we found an account in the customers name for service dated from 10/14/2021 until 6/29/2023, and there is evidence of payments made towards the account during this time.
  If the customer believes that service was placed under her name without her knowledge there is a process for investigation. Please refer to *********** or call ************ once all documentation has gathered. Please send the information to:
  
   Duke Energy Mail Stop NC-05
  P.O. Box 1771
  *****************

  
  Once we receive and process the documents,the account will be updated within ten (10) business days. Please note that a letter will only be sent if the account is found to be legitimate.
  If the customer is disputing to have the collection item removed from her credit report, the dispute must be initiated through the assigned collections agency. The customer may call *********************************** at **************. Thank you for giving Duke Energy Progress the opportunity to research this matter.     

• Initial Complaint

  Date:03/04/2025

  Type:Order 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 recently moved to the ***************** area and needed to set up electrical service with Duke Energy. When I called to initiate service, I successfully signed up and was told by the representative that I would need to be transferred to another department to "complete activation." I specifically asked if this was required, and the representative insisted that it was. However, upon transfer, I was met with an agent whose sole purpose was to sell me Spectrum Internet.This is misleading and deceptive. I contacted Duke Energy solely for electrical service, yet I was subjected to an upselling attempt under the guise of a required activation process. Regardless of how Duke Energy labels this as a "partnership," this is, by definition, an upselland one that customers should not be forced to undergo when setting up essential utility services.Further, after signing up, I began receiving promotional emails linked to Duke Energy, including offers from third-party companies like CB2. I never consented to receiving these promotions, nor did I agree to have my information shared. This is an invasion of privacy and an unacceptable business practice.I am requesting the following:1) Immediate removal of my information from all marketing and third-party promotional lists.2) A clear and transparent statement from Duke Energy regarding its data-sharing policies and whether customers can opt out during the signup ********** A review of Duke Energys sales practices to prevent misleading upselling tactics in the future.This practice is highly predatory and should not be allowed, especially for a service as essential as electricity. Customers should be able to sign up for utility services without being pressured into additional purchases or having their information shared without explicit consent.I expect a prompt resolution to this matter.Sincerely,Crystal

  Business Response

  Date: 03/18/2025

  First and foremost, we want to assure you that we are committed to protecting the customers personal data and ensuring that it is handled with the utmost care and security. We have escalated your request to immediately remove your information from any third -party listings or databases.
  
  Our full data sharing policy can be viewed at ********************************************************************* document provides information on our data-sharing practices, including your rights and how we ensure your data is protected. There is also an Information Sharing section, followed by Your Choices and Third-Party Websites and Features toward the middle of the page.
  
  Please know that our customers have the option to opt out of the transfer to third party move services. After a thorough review of the call,it has been determined that the specialist provided inaccurate information regarding the transfer requirement. We take such matters very seriously and have implemented corrective measures. The specialist in question has undergone coaching and training to ensure that similar issues do not arise in the future.
  
  Thank you for giving Duke Energy Progress the opportunity to research this matter.
  

  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!