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:03/03/2025

  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 moved in a place with an ex roommate that person was in Charge of the light bill bearing all the responsibilities the bill was solely in their name. They moved out in 2022 and I switch the lights over to my name now in 2025. They are trying to come back and make me pay the balance that that person left

  Business Response

  Date: 03/12/2025

  The previous account holder started service with Duke Energy Progress in August 2014. A credit disconnection order was scheduled for 07/25/23. The current account holder contacted Duke Energy Progress to request service effective 07/26/23. Public records show that the current account holder has been associated with the address since 2012 and therefore benefited from the service. Please be advised that Duke Energy Progress reserves the right to transfer balances if name swapping is involved. As a one-time courtesy, we can offer to accept $1,500.00 prior to disconnection for non-payment and establish a 12-month installment payment plan on the balance. If service is disconnected for non-payment, the total arrears will be required to restore service. Thank you for allowing Duke Energy Progress the opportunity to research this matter.

• Initial Complaint

  Date:02/28/2025

  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.

  Duke Energy forced me to open a new account when I moved into my new apartment. I was told I would receive the difference of my old deposit, in the mail, by check. I waited patiently for two months for the check to arrive, and when I called i was told they took the money to credit my account. However, they took the money I made to make the deposit on the new account and claimed i never made the deposit, charging me another deposit on my first bill. so not only are they not giving me the money from my previous deposit via check like i was told would happen, they took that money and charged it against a deposit that i have already paid. when talking on the phone i was talked in circles by a man calling himself ******, telling me id need to produce payment information to prove that i paid my deposit, completely disregarding that I called because i was told id receive a check. you cannot tell people that you are sending them their money and then not do so. I would have been fine getting robbed of one deposit by these crooks but they took two deposits in one billing cycle and charged me for a third. im out about 400 dollars that i was depending on to feed my family.

  Business Response

  Date: 03/07/2025

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

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was overcharged $235.00, I paid $300 on 1/27/2025, February ****** $100 after my lights had been disconnected I wasn't informed about any extra charges. on February ******* I paid $580. that's a total of $980. Within a months time. My bill stated a bill of $776.82 due by March 17, 2025. I tried contacting **** but no solution, I have struggled to pay that current bill, I'm not able to work due to my kids recent healthcare problems, much less pay and extra $300 that won't even be added to my account if I'm not able to pay in the future, it's robbery basically. I called several times to try to resolve the issue. After the $300,$100,and $580 totalling $980.00 my current bill is stating that I have a $105.32 remaining balance. My account should state a credit of like $200 or more I am not quite sure didn't do the math. I hope you can help me get this security deposit removed. To connect for the first time I was charged a security deposit, and that was never credited to my account. I was informed that this deposit won't either.l don't understand.

  Business Response

  Date: 03/04/2025

  If an account has an unsatisfactory payment history, Duke Energy is permitted to secure the account by assessing a deposit. Residential customers who are reconnected after being disconnected for nonpayment and do not have an existing security deposit on file, will be billed a security deposit. The initial deposit on this account was credited to the account on 6/1/2021 due to establishing a good payment history. A billing and payment history from our legacy billing system detailing the deposit refund is attached.

  Residential customers required to pay a deposit for service are eligible to have that deposit refunded after 24 months of continuous service if:

  Account has no more than one (1) reminder (late) notice in the most recent 12 months.
  Account has no return items or credit/debit card chargebacks in most recent 12 months.
  Account has no cut for non-payment, or eligible for cut in the most recent 12 months.

  Interest rates for ************** accounts:
  Deposit interest begins on the 91st day after the deposit is paid.
  The deposit interest rate is 8 percent.

   

• Initial Complaint

  Date:02/26/2025

  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.

  Our company ******* Products Company has been trying to resolve a billing issue that began in June 2024. We have provided copies of Duke Energy's bills and our check numbers paying them all. All checks have cleared our bank. They made a keying error in June 2024 is all that I can think of and they say we owe them exactly $1000 that we do not owe. Our payments equal all of their bills. They do not allow you to discuss the issue with their "back office" staff who are the people that make decisions regarding accounts. They do not have direct emails to talk to or send information. Only a generic email. Very poor service when an issue has gone on for so long. Now they are threatening to turn off our service. What other choices do customers have if they can't talk to someone that has authority to make decisions? We just want the account corrected. We should ask for a credit to our account for the hours of work put in on trying to resolve this, but at this point, we just want the account corrected and no threat of turn off.

  Business Response

  Date: 02/28/2025

  We contacted the customer and addressed their concerns. We explained our process and apologized for any inconvenience. The customer was provided with a detailed breakdown of the billing and payment history outlining the sequence of events that lead to the reversed charge. Additionally, the customer was advised to contact her bank for assistance and resolution. We are closing the complaint.

  Customer Answer

  Date: 02/28/2025

   
  I am rejecting this response because:

  The issue was not resolved. 

  Our bank has advised us that no Adjustment Letter was ever initiated by ***************, and they are sending a letter to explain that.  

  The only explanation now is fraud either on Duke Energy's side or ***************'s.  ******* Products has shown that this $1000.00 did not come back into our bank account.

  I am working with ***************'s fraud department currently.

  **** refuses to provide a copy of the **************** Adjustment Letter that they have which would help greatly in the investigation of fraud.  

  This may take some time. So, I would ask that **** extend the turn off of our service.  If they would provide the Adjustment Letter that they it would speed things up. 

  We could have done this much sooner had **** communicated with me better over the last 9 months.  It took the ** complaint to get their attention.

  Thank you - ***** *******

   

  
  

• Initial Complaint

  Date:02/24/2025

  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.

  Duke Cut off my service without the request coming from me. I called to inquire and report the discrepancy on thier end to no avail. I asked to speak to a manager and was told none was available. I asked them to reverse thier mistake and they refused. Now I am still in my apartment without service.

  Business Response

  Date: 03/07/2025

  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.

• Initial Complaint

  Date:02/23/2025

  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 Have been with Duke Energy for some time..My bills fluctuated up and down, sometimes we would never been home for weekends but my bill was still high. So in 2023 I bought solar panels, thinking my light bill would go down, plus I enrolled in budget billing, every since I had my solar panels it seemed like my bill went up and up. Now I'm paying $452 dollars a month they Duke energy said that if I leave budget billing my bill will go up extremely in the winter, even with solar panels. So now I'm scared to get off budget billing and I have a sister who has Cancer that I take care of ,my Husband just had a kidney transplant 2 months ago ,I don't work he is on disability ,plus I travel back and forth going a hour and 20 minutes to doctors and infusions. I need help please Help.i have the latest bill which is $352 now next month they said we have to pay $425.00 this has been going on for the last two years and more. Someone has to do something. This is a rip off too many complaints and no one is helping. WHY?

  Business Response

  Date: 02/24/2025

  
  If the consumer would like to be removed from the Budget Billing Plan. The consumer will need to contact customer service to request removal. The account balance can be established on a 9-month Installment Payment Plan. Installment Plans are utilized to spread out larger amounts due by making smaller monthly payments over a specified period. Eligible charges are divided into equal installments, which are billed each month along with the current bill. Customers must be willing to commit to the dates and dollar amounts specified by the Installment Plan.
  
  We are not able to answer or address the specific cause of high usage within a home. We do provide excellent online resources that might be beneficial to the consumer.
  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.
  Usage Alerts ************************************************************************************************
         Avoid billing surprises by tracking energy usage. Duke Energy customers with a smart meter can sign
         up for usage alerts.
  Budget Billing ******************************************************************************************
          Can make planning and budgeting for energy costs easier and more accurate than ever. You get  
          predictable monthly energy bills regardless of changes in your energy usage or the weather.
  Energy Assessment ***********************************************************************************************************************************
              An energy assessment can help lower the energy bill. Sign up for a free in-house energy
              assessment, valued at $250.00, through our Home Energy House call program. The assessment
              is designed to help learn how your home uses energy and how you can save on monthly bills. 
  
  
  
  

• Initial Complaint

  Date:02/22/2025

  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.

  My **** has been 200 and under for months. ******* pops in and my **** was 500 plus. February managed to make it up as high as 700. I made no changes in my home whatsoever. I reached out yesterday 2/21/25 and two different representatives informed me that my **** was ONLY 275 and not due till March 17th. I was excited but something in my spirits said it was too good to be true. I checked this morning 2/22/25 and now my **** says 575 due the 17th. Ridiculous. I also adjusted my due date online earlier in the week for the end of the month because that is when I get paid..it was adjusted according to what they wanted which was the 17th and NOT AS I requested. I have screenshot and recordings of my calls and messages with this company representatives. They never add up between them. I want answers and adjustments made immediately. Thank you.

  Business Response

  Date: 03/06/2025

  Per the December and January invoices, the account was billed for actual usage. Your service area did experience extreme call weather during that time. We are not able to answer or address the specific cause of high usage within a home. We do provide excellent online resources that might be beneficial. A few of the resources include:

  Lower My Bill ******* **************************************************************************************************************;
  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.          

  When an account in enrolled in the Pick Your Due Date program. The change to the due date may affect the timing of other charges on the next two bills. As noted on the 2/18/25 invoice it reflected a balance of $875.30 due on 3/17/25. A pledge of $300.00 was noted, therefore it reduced the amount due to $575.30. The balance on the account is currently $662.38 which includes a $5.00 return payment fee. $408.00 posted to the account on 2/28/25 and returned on 3/5/25. The account balance is correct, and no adjustments are needed. 

  We apologize for any miscommunication. 

  
  

• Initial Complaint

  Date:02/21/2025

  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 contacted Duke Energy several times since December of 2024 about an installment plan of $88.74 started on December 13th, which I paid off the whole balance of $266.52 on December 14th. Every month moving forward it still has the installment amount included in my bill, which I felt was incorrect due to a billing error as the installment should have stopped once the amount was paid in full. I have paid the bill and thought it would correct itself and I would have a credit balance on the account. I called in today and spoke to someone but my issue was not resolved, I asked to have the installment plan stopped and was met with talk of disconnection if I dont pay which I stated to the person that my account is in good standing and the bill is not due until March 15th. Please help me as I feel the installment plan continued unfairly once I paid it off in full. Going back from December until now I would like the account to be reviewed by the monthly charges.

  Business Response

  Date: 02/25/2025

  The name on the complaint does not match the name on the Duke Energy account. Please verify the name on the Duke Energy account. 

  Customer Answer

  Date: 02/25/2025

   
  I am rejecting this response because:
  Original name is ***** ******** before marriage.

  Business Response

  Date: 03/06/2025

   

  When a customer pays the Installment Payment Plan (***) in full prior to the scheduled end date, the *** must be canceled. If it is not canceled, the installment amount will continue to show on the bill. Since this *** was not canceled after the $266.52 payment was credited on 12/14/24. The 12/19/24 invoice reflected a balance due of $5.30 ($182.98 + $88.84 - $266.52) instead of the $182.98 that was actually due.  The January 2025 bill has $321.09 as the total due ($246.95 + $88.84 -$14.70 (credit from $20 payment).  The balance of $278.45 due on 3/18/25 is correct. No adjustments are required. Please review the attached chart. 
  
  

  
  

  Customer Answer

  Date: 03/07/2025

   
  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:02/21/2025

  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.

  I am writing on behalf of myself **** ***** ****** ** to dispute the validity and continued collection under multiple federal consumer protection laws. As a Federally Recognized Consumer under 15 U.S.C. 1681a(2)(xi), I assert my rights under the following statutes: 15 U.S.C. 1692c Prohibits unlawful and harassing debt collection practices. I demand that all collection activities cease immediately. 15 U.S.C. 1692g Requires proper validation of the debt. I demand a full verification, including the organic wet-ink promissory note proving lawful assignment of the debt. Copies and reprints shall no suffice. 15 U.S.C. 1681e(b) Requires credit reporting agencies to maintain accurate and complete information. Any inaccurate or unverifiable student loan reporting shall be listed as paid. 15 U.S.C. 6802 Protects my personal financial information. I demand disclosure of all third-party entities with whom my information has been shared. 15 U.S.C. 1801 Prohibits deceptive financial practices. I challenge the legal basis for my alleged obligations and request full disclosure of the original creditor, funding source, and contractual authority. I demand the Forward Flow Agreement and Chain of Title for my student loans, proving the lawful assignment and ownership of any alleged debt. Without this evidence, any collection efforts or reporting on my credit file constitute fraud, misrepresentation, and defamation under federal law. Discharge of my student loans if they cannot be properly validated. Cessation of all collection activities unless you provide full legal proof of claim. This letter serves as formal notice under the Fair Credit Reporting Act (FCRA), Fair Debt Collection Practices Act (FDCPA), and *****-*****-****** Act (GLBA) that failure to comply with my request may result in potential legal action. I expect a full response within 30 days, as federal law requires. Sincerely, ******, **** ***** ** Without Prejudice, All Natural Rights Reserved,

  Business Response

  Date: 02/25/2025

  We are sorry to inform the customer's argument presented will not excuse his payment obligations to Duke Energy for the service he has been provided. Courts have routinely rejected such claims as frivolous.  We have sent this customer a frivolous mail response on several occasions and will send him the response letter again.  We encourage the customer to resolve any billing concerns with a customer service specialist at **************.  Representatives are available Monday-Friday, 7:00 AM to 9:00 PM. 

  Customer Answer

  Date: 02/25/2025

  I demanded Duke Energy to Validate their purported claims by providing all demanded documents per my original complaint, per contract law, per my rights. I will not hesitate to litigate the Duke energy Officer responsible for this response and there continued violations, and breach of contract and their continued fraudulently sending me response letters with no name, officer, or agent name nor signature listed on the letters to directly address. I have the Constitutional Rights to face my accusers. Duke Energy is obligated to provide all demanded documents concerning the Validation of their alleged claims; non-assumpsit. Silence is defined as acquiescence and default judgment. In closing Duke Energy and its Agents are not the Courts, Judges, Attorneys, nor law makers; meaning their response is unwarranted and not a lawful response nor are they expert regarding the Courts. There are Obligated to validate there alleged claims per LAW! I demand the Officers name who submitted this response; their title, work ID number, and direct contact information per my contractual and constitutional rights for litigation purposes and to file a complaint with the Postmaster General regarding Mail Fraud and the continued withholding of my securities sent U. S. Mail with no return or discharge per UCC *****. This is not a acceptable or contractual lawful response; Duke Energy has the burden of proof and Contractual obligations to Validate their alleged claims by providing all demanded documents to substantiate their claims. If all demanded documents are not provided to me to Validate there alleged claims in now less than 30 days as the law requires than I **** ***** ****** ** a Federal Protected Consumer have no debt nor Obligations to or with Duke Energy Carolinas LLC, and this new contract is final. 
  I am rejecting this response because:
  
  

  Business Response

  Date: 02/25/2025

  We are sorry to inform the customer's argument presented will not excuse his payment obligations to Duke Energy for the service he has been provided. Courts have routinely rejected such claims as frivolous.  We have sent this customer a frivolous mail response on several occasions and will send him the response letter again.  We encourage the customer to resolve any billing concerns with a customer service specialist at **************.  Representatives are available Monday-Friday, 7:00 AM to 9:00 PM.

• Initial Complaint

  Date:02/19/2025

  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.

  Hi, I have been with Duke energy for many many years and have been a loyal customer. I have an extremely large bill because I have experienced a couple deaths in my family, unfortunately and have been struggling and having extremely hard time. I am just trying to get aHi, I have been with Duke energy for many many years and have been a loyal customer. I have an extremely large bill because I haveexperienced a couple deaths in my family, unfortunately and have been struggling and having an extremely hard time I am just trying to get a payment arrangement I being told. I am unable to get one. I am a single mother and as again I have experience many debts within the past couple months Duke energy is not doing anything to try to work with me or to help me and on top of that, my bills are extremely highand I am trying to get an explanation as to why Duke energy is not cooperating and trying to help me in anyway, and I am being threatened to be cut off in a couple days they are showing no compassion and they act like they could really care less about me and my family. I am highly disappointed and I need help with this matter as soon as possible.

  Business Response

  Date: 02/20/2025

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