Business Profile

Electric Companies

Duke Energy

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Complaints

This profile includes complaints for Duke Energy's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

201 total complaints in the last 3 years.
60 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/13/2022
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.
I moved from Ohio to Illinois and I cancelled my service with this company. They owed me a refund of $616.83. They told me they would send it on 7/28/22 and I would receive it in 10 days. They gave me a refund document number of ************. They told me I would receive it the first week of August. Every time I call, they say they are sending it out and I will receive it in 3-5 days. Then they'll tell me it is going through a supervisor approval and then it will be sent out.
Business Response
Date: 09/20/2022
We apologize for the inconvenience. We show a check has been reissued to the customer for the refund amount of $616.83 on 9/16/22. The customer should receive the refund check with in a few weeks.
Customer Answer
Date: 09/20/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** *******
It’s the same response I have been getting for months a total lie . What the company can do is realize it only take 3days to mail a check to me and then take it out of petty cash send a insurance with the check to make sure it gets to me . Horrible business by Duke energy and it’s staffing along with the BBB.
9/20/2022 @ 2:48 - Customer called requesting that Duke provide proof the check has been mailed.
Customer Answer
Date: 09/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
Per v/m from *** *******: I received my check in the mail. Thank you for all your help.

Regards,

***** *******

Customer Answer
Date: 11/23/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** *******

Customer called BBB on 11/23/22 and stated the same problem is happening again only now the credit amount is $202.00.
Business Response
Date: 12/06/2022
The customer received and cashed the original refund check for $616.83. There was an additional payment applied to the closed account which created a new credit of $202.00. A new refund check has been requested and will be sent to the customer.
Please allow 4-6 weeks for the check to be processed and sent through the mail.
Thank you.
Customer Answer
Date: 12/11/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** *******
The check should only take a week like last time.
Initial Complaint
Date:09/06/2022
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 bought a property in September, 2021. Afterward, my electricity was turned off and when I called to have it turned back on, they told me that it was on. They ended up having a man come out and confirm that they had some mistake in their system, and my home was labeled wrong. The power was restored when the man left, and I resumed paying my electricity bill as normal.

March of 2022, My account was closed, because for some reason, it had been assigned to one of the neighbors.

Customer service representative who confirmed this for me, informed me that I should not pay this bill, because it is not mine to pay.

She had also informed me that any payments I had made prior to that date, likely would not be credited to me, and that it would likely be very difficult for me to receive just compensation for their mistake.

I attempted to rectify the situation with customer service, but as the previous lady had told me, it kept showing up blank for them in their system, and anyone I talked to could not account for the technician that was sent to my home to service the meter, or for the payments that I had been making for the passed several months.

After many fruitless calls to customer service, I finally believed that I made progress in July, 2022.

The customer service representative that I was connected with seemed knowledgeable and informed, and instructed me to e-mail bank statements, and I agreed to make a payment in good faith that the issue would be resolved.

I had expressed my concerns, that I would be threatened with a shutoff unless I paid a bill that was not mine, and I had been assured by customer service that this would not be the case.

now, in September, 2022 I am being threatened with having my electricity shut off, unless I pay over two thousand dollars,.

I do not work for duke energy, and this is not my issue to correct.

I have no problem paying a bill that I actually owe, but I would like my bill to be accurate.
Business Response
Date: 09/19/2022
We reviewed the account for the customer. When the customer called in
for service in September the order was placed at the account labeled Misc A. The
customer called in the following day stating there was no power, so we sent a
trouble ticket out to get the service turned on. The next phone call we show
was in March 2022 when the customer called because they received a final bill.
The customer stated they would verify the meter number on the house and call us
back. The next call was from the customer calling in with the meter number verifying
that they had been billed for the wrong meter. The charges had been canceled
from their name back to September and then placed into their name at the
correct location an back billed to September when they moved in.

Unfortunately the payments they made to the wrong account were never
transferred and were sitting on the account as a credit. We have transferred
that credit of $765.04 to the active account. Their current balance is now
$1,724.07.

We have attached copies of the bills for the correct account and a
copy of the payment statement showing the payments on the incorrect account
that were transferred over.
Initial Complaint
Date:09/03/2022
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 noticed my past three bills were estimated, way over estimated. I had my meter read and Duke representative took the old meter for accurate reading. When the bill was adjusted Duke owed me refund. I requested refund by check and was notified by the representative a refund would be issued. Couple days later I noticed I was charged over $700 by Duke with no bill, when they still owed me a refund. Contacted Duke and requested a refund that now totaled over $800, the representative notified me a refund would be issued. Month later no refund check, Duke took my next bill out of what they owed me with no notification. Called and Duke representative said refund check was issued, still no check or refund. Asked Duke to refund funds still owed back to bank account. Some supervisors said, “yes”, other supervisor says,”no.” Representatives don’t know their own procedures. Should have just refunded money to my bank account when identified. Duke likes to keep your money like your a bank giving interest free loans. Monopoly Corruption due to no utility competition, we should not have one utility provider for an area. Surprised they would take advantage of disabled Veteran, hope they are not doing this to others.
Business Response
Date: 09/13/2022
Good morning,

I reviewed the account information and concerns for the customer regarding a refund they have been expecting.

Our records indicate that a refund check for $552.30 was printed today, 9/13/2022, and will be sent to the customer’s mailing address on file. Refund checks can take 4-6 weeks to be processed and received. Unfortunately, the Company is unable to process the customer’s refund directly back to the bank account, and a paper check has been sent.

Please let us know if you have any further questions.

Thank you,

Amber
Midwest Consumer Affairs
Customer Answer
Date: 09/19/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Duke did not send me a check for the amount stated on the corrected bill. Duke sent me a check 09/09/2022 for an amount less than what was owed back to me. Duke stated they are trying to resolve the issue refund and that someone will call me. I have not received a return phone call in regards to the resolution of the current issue with the refund.

Regards,

***** *******

Business Response
Date: 09/22/2022
Good afternoon,
We apologize for any inconvenience or confusion.
As the credits were applied to the account separately, two separate refund checks were issued; one for the $426.67, and the other for $125.63. You should receive the second check at anytime. If not received within 30 days of the date it was issued on 9/12/2022, please contact Customer Service and a new check will be issued.

Best regards,
Amber
Midwest Consumer Affairs
Initial Complaint
Date:09/01/2022
Type:Service or Repair Issues
Status:
UnansweredMore 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 improperly shut off my power for nearly a week while I was out of town. All in two fridges and freezers went bad. Duke acknowledged this as an error on their part, ie they shut off the wrong meter. I was told to file a claim, which I immediately did and which is being handled by a third party, ********, on their behalf. 6 months later they still have not resolved and will not provide a response to my inquiries.
Initial Complaint
Date:08/31/2022
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.
Our electric bill typically ranges around $130 in summer months. In July 2022 a bill for $538.44 posted to our account, following a new meter being installed on our home by Duke. We called many times and were told the charges were correct and that we had to pay the bill or our electric would be shut off. So, we paid, despite the energy usage being enough for 3+ homes. Then, in August 2022, a bill for $235 posted. We called again, and were advised that there was a “case” opened where it was identified that our starting usage was entered incorrectly when our new meter was installed and that we would be credited and to not pay anything further as our account would be frozen. Today, another bill of $120 was added to our owed balance. We have a 2nd baby coming in 3 weeks and cannot afford to continue to be held hostage by Duke Energy and forced into paying what we know is too high of bills for energy that we aren’t using then threatened to have our energy turned off, especially while I am on an unpaid maternity leave with a toddler and an infant. We are desperate for quick assistance!
Business Response
Date: 09/15/2022
Good morning, I have reviewed this customer’s account, and
have been working with our Billing department to resolve their billing issues. The customer’s meter was changed on
06/01/22. Unfortunately, it appears the last
read from the old meter was entered in incorrectly for billing, which caused
the customer to receive an abnormally high bill for July. That bill was for
$538.44. Typically, during that time of the year their bills are around $130 or
less. I do show requests were sent to
our Billing department to have the issue investigated, but it did take some
time for the issue to be resolved completely. That is why the customer received two bills
recently that still reflected inaccurate billing information. The issue has now been resolved, and a new
bill was issued out today, 09/15/22. The
customer now has a credit of $168.51 since they paid the $538.44. Once the billing
was corrected accurately, that payment covered their bill charges from 05/25/22-08/25/22.
The remaining credit of $168.51 will go towards their next bill. I called the customer this morning, and
apologized for the situation. I also
went over the corrected bill with her. She had no further questions. Thank you.
Initial Complaint
Date:08/29/2022
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 overpaid by mistake my May 2022 bill in early May. Paid $2054.00 on a $204.00 bill. Slip of the finger online. Have made no less than 11 calls - spoken to numerous personnel/Billing Supervisors to get my refund back. 16 weeks later, NO refund. Still sitting in the approval process. I have each & every person's name I've spoken to - each one giving me the same story i.e. you'll have your check in 6 weeks. NO check! How can I get a check if it's still sitting in approval? I don't know how these people keep their jobs. What they are doing to me is a crime! How flipping hard is it to send me a check. They have been paying my monthly bills with that money (still $1,200 remaining) and now I received a letter stating that my Budge Billing will be removed due to non-payment 2 consecutive months. HA! I have the bills showing they are paying my bills each month! Have sent letters to the TOP, doubt will get response. I was promised a callback from a Manager last week. NO call!
Again, this is a crime. I am seeking legal counsel. Never, in my long life have I dealt with such incompetence.
Business Response
Date: 09/06/2022
We apologize for the inconvenience. The credit balance on the customer’s
account of $1,258.33 was refunded to them on 8/31/22. We ask that they allow 7-10
business days to receive the refund check through the mail.
Customer Answer
Date: 09/06/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I took time away from work on September 2 to go to their downtown Cincinnati offices and no one was there to help me. I proceeded to speak with them on the phone for 45 minutes and this is the resolution they gave me. If I do not receive my refund I will be filing another appeal and taking legal action.

******** *****
Initial Complaint
Date:08/29/2022
Type:Product 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.
We closed out our service and moved in May of this year. Once our account was closed, we had a credit from the deposit that we paid when services began the year before. I was told that a check would be mailed to us 2-3 weeks after the account was closed. This time frame came and went with no sign of a refund check or any communication from Duke. I send multiple inquiries, and finally got on the phone with a customer service agent (who was doing a great job trying to help me) who confirmed to me that the check should have been sent by now, but there was nothing to show that it had been on my account. She opened up a ticket for someone to look into resending the check. We confirmed that my new address was correct and on file. This phone call was over 3 weeks ago and the refund check has still not come and I have received zero communication regarding updates on the ticket. I’m very frustrated that our money has been kept for so long past what was indicated.
Business Response
Date: 09/02/2022
We apologize for the inconvenience. We have reissued the customer’s
refund check. Please allow up to 4 weeks for the check to be received through
the mail.
Customer Answer
Date: 09/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.

Regards,

***** *******
Initial Complaint
Date:08/25/2022
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.
Duke energy is charging whatever they want
My bills are never over 115.00
And June bill was 277.99 and July bill was over 320.00
I've called them they came out meter was bad so they had to put a new one in and called yesterday bc they was supposed to fix my bill and representative noticed the meter they just installed was bad too
They are refusing to fix my bill to normal
I need help
I'm about to loose my place because of Duke energy
Never in a year I've had service I've never been behind on bill until now
I live in a one bedroom apartment no reason my bill should be this high
Plz help
Business Response
Date: 09/01/2022
Good afternoon,

We have reviewed the account information and concerns for
the customer regarding their high bills, and meter concerns.

Our records indicate that the customer had several meter
changes; however, each meter was tested after removal, and all came back within
the required regulatory guidelines. The customer’s meter that was removed on
8/4/2022 came back with results of 100% for a full load, 99.92% for a light load,
and a power factor of 99.99%. This is within the 98-102% regulation. A meter
change was also completed on 8/25/2022 at the request of the customer, with
that meter testing at 100.03% on a full load, 100.03% on a light load, and a
power factor of 100%.

The customer did previously advise Customer Service on the
phone that there were several issues with their air conditioning unit, and was
advised that that could have resulted in the higher billing. When an appliance
is not running properly, it still attempts to run as efficient as possible,
which results in it over working. There are no discrepancies with the customer’s
billing, and no corrections necessary.

Please let me know if you have any further questions.

Thank you,

Amber
Midwest Consumer Affairs
Initial Complaint
Date:08/24/2022
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.
Ever since the tax status of Duke energy changed, I've been getting random charges added to my account. I've never had a late fee because Ive always paid it before the next billing cycle then all of a sudden I get hit with a $20 late fee? I paid it anyways and it was reflected in my account. Not even two days later my bill changed and now is almost $150 more because it included a prior balance that was already paid off. I emailed Duke and never got a response. Then another random charge showed up from the "prior" bill even though I paid it in full!!!! I contact customer service and they were rude and acted like they don't know where the charged are coming from. I'm not paying for energy I didn't use. Switching my electric company ASAP.
Business Response
Date: 09/01/2022
Good afternoon,

We have reviewed the account information and concerns of the
customer regarding their account.

At this time, we have confirmed the $20 late fee the
customer is questions, was actually a return check fee. Our records indicate a
payment made 6/28/2022 was returned, which resulted in the $20 return check fee
being applied to the account.

As well, the customer had corrections made to their June and
July billing statements due to estimations on the account, which resulted in a
corrected billing statement being issued in between normal billing cycles. The
statement due 8/4/2022 was the corrected charges from June and July, and the
statement due 8/25/2022 included the corrected balance, along with the customer’s
most recent billing cycle charges.

There are no discrepancies with the account, and no further corrections
are needed.

Please let me know if you have any further questions.

Thank you,
Amber
Midwest Consumer Affairs
Customer Answer
Date: 09/10/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ***
Initial Complaint
Date:08/22/2022
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.
Duke Energy stopped sending me monthly paper bills in June of this year. I have called 7 times since July and their customer representatives keep telling me they are unable to help me.
Business Response
Date: 08/24/2022
Good morning,

I have reviewed the account information and concerns of the
customer regarding not receiving their paper billing statements.

Our records indicate that the Company is still processing
paper statements, and mailing them to the address on file. Other than a recent
system change in April, we have had no other changes to the customer’s account. We show no reason, and there's no indication in our system that would be preventing him from receiving his monthly bill statement. A
12-month history letter was mailed to the customer regarding the statements we
have sent him.

Please let us know if you have any additional questions.

Thank you,
Amber
Midwest Consumer Affairs

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