Complaints

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

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• 

  Duke Energy

  EA 025 149 E 4th St PO Box 960 Cincinnati, OH 45201-0960

• 

  Duke Energy

  PO Box 960 Cincinnati, OH 45201-0960

• 

  Duke Energy

  1000 E Main St Plainfield, IN 46168-1765

• 

  Duke Energy

  EA 025 149 E 4th St PO Box 960 Cincinnati, OH 45201

• 

  Duke Energy

  424 Gest St Cincinnati, OH 45203

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

• Initial Complaint

  Date:08/19/2022

  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.

  My complaint is against Duke Energy because for the last 6 months they have been charging me wrong on my bills. I am enrolled in Quarterly Budget Billing. When I signed up for that, the way they explained it to me was that that they would average out my power usage for last 3 months. Once average out I would pay a certain amount each month for 3 months & then at the end of the 3rd month they would do the same thing again. From 03/2021 to 02/2022 my bill was $155 every month. Then back on 03/2022 and 04/2022 my bill jumped to $250 & I only had two bills like that, which was not right because I was on Quarterly Budget Billing, therefore my bill should be the same FOR 3 MONTHS. Instead on 05/2022 I received a bill for $463.00. When I saw what my bill was i called Duke Energy to find out why it was so high. The lady I spoke to there explain to me that during the winter months I used a lot more electric & that was why my payment went up. She further explained that once I paid $463.00 a total of "3 MONTHS" that my bill would be reevaluated and lowered based on my low power usage. I paid $463 for the dates of 05/2022, 06/2022, & 07/2022. Then when I got my bill for 08/2022 IT WAS STILL $463, which made no sense. I have spoken with 10 different Duke representatives, 2 of them being managers. Half of them acted like im stupid and the other half agreed something doesn't look right. One of them told me to call back in 3-5 days so they could investigate. Well I called today & the lady I spoke to acted like she had no idea what I was talking about. She said I would have to wait 30 or more days for them to review it and I have to still pay bill or else they will charge me late fees. She even admitted they could have miscalculated my bills. Overall I have spent probably 4 hrs dealing with them and they all say something different. WHY DO I HAVE TO PAY $463 4 TIMES? WHY DID I PAY $250 ONLY TWICE? Quarter of a year is 3MONTHS!!! My account #: **************

  Business Response

  Date: 08/29/2022

  Good morning, I have reviewed the customer’s account.  The customer was on our Quarterly Budget
  Billing program.  The program works by paying a set amount for 3-months, and
  then an account review is completed to make sure the monthly payment amount is
  in line with what their actual usage has been over the previous 12-months.  If there is a difference between the Budget
  Billing Plan and the actual usage then there would be quarterly adjustments.
  There may be times when there are no adjustments needed for the quarter, so the
  installment will not change.  I did
  review what their usage has been for the last year, and it went up
  significantly during the colder months of this year, which caused their Budget
  Billing installments to increase to $463.  For example, this year when we read their
  meter in February they had used 3,133 kWh.  Last year when we read their meter in February they only used 1,013 kWh,
  so it does appear something may be going on at the location.  The customer did recently request to remove Budget
  Billing, so they will return to normal billing on their next bill.  Since they removed Budget Billing their plan difference
  of $236.91 will come forward and be due on their next bill.  They still owe the $463 this month for their bill
  that was due on 08/26/22.  I called the
  customer to discuss this information. The customer expressed they were unhappy with
  this because it was not explained to them correctly.  I apologized for any confusion on our end.  I advised to go ahead and pay what they can of
  the $463 for August, and that I would note their account that when they receive
  their bill for September if they need an agreement we can do that up to 9-months.  I did mention the abnormally high usage
  this past winter.  They advised they had an
  issue with their furnace, and that is why the usage was higher than normal. The
  customer seemed okay by the end of our conversation, and had no further
  questions.  Thank you.

  Customer Answer

  Date: 09/02/2022

  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, as long as they do what they said they would do, which was put me on a 9 month payment plan to pay off the remainder balance, so that I am not hit with it all at once, as well as them dismissing all late chargers. 
  
  
  
  Regards,
  
  
  
  ******* ******* * ******
  

• Initial Complaint

  Date:08/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For my July Bill it says I used 34,000kwh of power which I DID not, based on looking at the meter I used around 2,700. I have an open case with Duke (**********) but it has been weeks and I just keep getting "they are working on it" and yet my bill has still not been fixed. I would like my bill to be fixed since it should not take weeks to fix an incorrect meter reading.

  Business Response

  Date: 09/07/2022

  Good morning,
  
   I apologize for the inconvenience; however, my response to this BBB did not submit properly.
  
  
  We have identified where the customer’s solar generation request was completed as of 7/7/2022. Our billing department is currently in the process of going through the account and making the necessary corrections to the credits owed. At this time, we are waiting on the customer’s third-party supplier to rebill the account for their portion of the charges. Once that has been completed, the customer will receive a corrected billing statement.
  
   
  
  Please let me know if you have any further questions.
  
   
  
  Thank you,
  
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:08/15/2022

  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.

  In may/june I had a bill of 410.17. I received a credit from Duke from that class action lawsuit for I believe 134.00. I paid the remaining balance 223.00 on 5/24 and 54.17 on 6/3. I checked my account for July about 3 times and it was a zero balance. I spoke with a representative and was told account was find and again reviewed zero balance. I checked my account beginning of August and still zero balance. I checked today and had a bill of 709.17. I reviewed bill seen it was credits given and removed. Show I had outstanding bill in may-july which I did not. I should due for august and my bill never run more than 300 a month it's usually around 250.00 or so. They are practicing shady business practices. I cannot afford 709.00 and don't believe I owe this amount and it is an error on their part. I want my bill corrected and credited.

  Business Response

  Date: 08/17/2022

  Duke Energy reviewed the account for this customer in
  detail, and it was determined that the balance owed is accurate.  The customer did receive the $133 gas credit.  The June and July bills were reversed and
  rebilled to reflect the $133 credit.  On the
  corrected bill due 8/17/2022, there is a message stating the following: “You
  are receiving this corrected bill because you were erroneously debited for the
  Gas Tax Cuts & Jobs Act Rider due to a technical issue.  We have fixed the error, and the credit has
  been applied to your bill.”
  
  The current balance owed is technically a 3-month bill,
  which aligns with the average usage if you break it down into three months.  During this time, there also has not been a
  payment made on the account since 6/3/2022. 
  
  Currently, there is a balance of $709.17 due 8/29/2022.  If the customer needs assistance, they can
  contact Customer Service to inquire about a payment arrangement or seek
  assistance by dialing 211.

  Customer Answer

  Date: 08/17/2022

  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.
  
  You haven't received a payment since June because Ive had a zero balance. I had a zero balance in July and beginning of August. Now miraculously I have a 700 bill in August. Why didn't my July and August bill reflect any amounts? Now I have a 700 bill showing credits being reversed not added. This in unacceptable and put customers in a bind due to your error. This is unfair business tactics and fraudulent. I have no idea what my real bill is based off the bill I received in August. I've never had a 700.00 bill. I don't agree with your research.
  
  Regards,
  
  
  
  
  
  ******* ****
  
  
  
  

  Business Response

  Date: 08/22/2022

  After further review, the balance on this account is $194.83 due 08/29/2022.  

  Customer Answer

  Date: 08/23/2022

  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.

   

  It is not 194.00 I made a payment arrangement until you credited my account.  The balance is still 709.00.  I spoke with a supervisor who stated Duke made errors on everyone's bills which ultimately led to everyone receiving a 3 month bill at end of July and beginning of August.  We all received 0 balances June and July with credits that were later reversed due to system error.  Now everyone is extremely behind due to Duke Error.  Again, this is unfair and unethical.  This is shady business practices.  This started with the gas credit then you messed up everyone's account causing me to be behind on a bill I was current on!  In a time where people are experiencing financial hardship I feel you took advantage of your customers.  I'm not even sure if this balance is accurate due to all the errors your company admitted to.  I will consult an attorney since you refuse to rectify and credit my bill your company messed up.  That's unacceptable. 
  
  
  Regards,
  
  
  
  ******* ****
  
  

  Business Response

  Date: 08/25/2022

  The billing is accurate on the account.  There is an installment plan currently active, which reflects the total account balance.  This customer received a "Corrected Bill" with a due date of 8/17/2022, which shows a message stating the following: "You are receiving this corrected bill because you were erroneously debited for the "Gas Tax Cuts and Jobs Act Rider" due to a technical issue.  We have fixed the error, and the credit has been applied to your bill.  You may disregard the previous bill(s) covering the same time period.  If you have already made payment in full, any difference will be carried forward to your next bill.  We apologize for the inconvenience."
  
  If the customer does not have a copy of this bill, Duke Energy can supply another copy, so they have it for their records; however, the account is accurate, and there are no adjustments to be made.

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair 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.

  On May 19th I contacted Duke Energy as a new customer. I was calling to get service moved from the builder's name to our name, for our brand new home. I was transferred around several times! When I finally got help, I scheduled service transfer for May 28th. On the 28th I received confirmation, via text, that services had begun. After being in our home for 1 month, we hadn't received a bill. I was trying to register an online account and it would not allow me to. Around the 1 month mark we hadn't received a bill. We reached out and we were told the account was fine and we would receive a bill in the near future. In July we still didn't receive a bill. I reached out via the online contact form and was given an account number. I go to register online with an account # this time, rather than my SSN. No luck. I called customer service and was told that they only show an inactive account. Then the questioning begins.
  Are you a previous customer? No.
  What is the service address?
  Are you living there? Yes
  Do you have services turned on? Yes
  "Well, somehow your account was made inactive. We will need to pull credit." OK. That was fine. Then suddenly, after their mistake, we now owe a $250 deposit that we didn't owe back in May when service was started. I argued this with the kind gentleman that started our service, this go around. I have done the online contact form to complain and have spoken to 2 billing individuals that don't know how they decided we owe a deposit or why our account was deemed inactive. Now I'm waiting on 3 months of bills on top of a $250 deposit that I should not gave to pay!

  Business Response

  Date: 08/17/2022

  Good afternoon,
  
  Our records indicate that the customer did contact Duke
  Energy on 5/19/2022; however, due to multiple system issues, the Specialists
  were unable to establish the account for her at that time. The customer was
  advised that she would receive a call back, but we are unable to verify if the
  Specialist called her, again. There are no records that the customer called
  back to establish the service until she called in July.
  
  Due to the inconveniences the customer experienced, we have
  waived the security deposit as a one-time courtesy. In the event the customer
  receives multiple disconnection notices in a row, or service is interrupted due
  to insufficient payments, a security deposit will be reassessed to the account.
  
  Please let me know if you have any further questions.
  
  Thank you,
  *****
  Midwest Consumer Affairs
  Duke Energy

  Customer Answer

  Date: 08/17/2022

  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.  I do however need to add that I did speak with and confirm service. I even received the connection notification on May 28th. I appreciate the waiver of security deposit.
  
  
  
  
  
  Regards,
  
  
  
  
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:07/29/2022

  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.

  Good morning,
  We are reaching out to you as an absolute last resort after dealing with Duke energy for over four months.
  There was a situation where someone stole my daughters identity to set up Duke energy services at a separate address other than hers. (5*** ********* **** on 3/19/22).
  Because my daughter needed new services due to moving on 4/1/22 she had to pay their $199.48 Minimum payment in order to get her services switched to her new address.
  She was advised that upon filling out & submitting an identity theft and police report, The issue would be resolved and her refund would be restored within 7 to 10 business days.
  She had to fill out and submit this paperwork twice because Duke energy lost it the first time!!!!
  As you can see this has been going on for over four months and Duke energy is providing no answers or resolution thus far.
  There is also still an outstanding balance of over $230 worth of charges pending on her account because of services at this Beechmont address.
  We tried consulting with Duke energy yet again today with no resolution.

  Business Response

  Date: 08/12/2022

  Duke Energy has received the customer's information, however the ID Theft packet was incomplete. We are not able to investigate the customers claim until the complete packet is returned to us. We are missing the FTC Identity Theft report, and proof the customer was living somewhere else during the time of the usage. The customer will need to resubmit the completed ID Theft packet with all the completed information in order for us to investigate the claim of id theft. 

• Initial Complaint

  Date:07/28/2022

  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.

  Since 2020. Duke was installing new remotely read meters. I have had to sit hear five separate dates for the, to actually show up! Thought it was n informed this year it had not been. Both electric and gas installed May 26th! They are charging me $30 monthly for an opt out charge which I did not they have been installed. This month (yesterday) I received a bill in the amt of $246.17 which included the $30 charge AGAIN, and they estimated the reading reflecting the old meter number which no longer exists at my home! Their reading reflected 6606 units and I read and it is only 2406. I called and they can NEVER help as they do not note their systems. I told them I refuse to pay that amount as it is fraud! I am not the one that installed the meter and if it was wrong it’s on them and I will no longer sit here waiting on them as I am starting a new job and no longer working from home.

  Business Response

  Date: 08/08/2022

  Duke Energy reviewed this account in detail for the customer, and it was discovered that the meters were changed back in May; however, the gas meter needs to be mitigated, which is why the customer has been receiving the estimating meter readings on the bill.  Duke Energy needs to schedule a time with the customer to send a technician out to mitigate the gas meter.  Once this is completed, the issue will be resolved.  As a courtesy, a call was placed to the customer today, 8/8/2022 around 2:45pm, but the customer did not answer.  A detailed message was left, asking the customer to return the call.

  Customer Answer

  Date: 08/15/2022

  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.
  
  
  

  someone from Duke called me on the 8th, I started a new job last week and wS unable to call during work,in hours until Thursday.  I left a Vm for the person that left a message at 9:36am EST with no response to date.  She stated they have to do the gas meter which was done at the same time as the electric and that was in the message I left.  
  

  Issue is not resolved as they continually state things weren’t done.  As I am at a new job and no longer at home I cannot sit home and wait for the, again (already done + 5 times) for the, to keep saying it’s not done and over charging me.
  

  Regards,
  
  
  
  ***** **********
  
  

  Business Response

  Date: 08/22/2022

  The customer was contacted again today, 8/22/2022, but there was no answer.  In order to correct this issue, Duke Energy must schedule a time with the customer to mitigate the gas meter.

  Customer Answer

  Date: 08/24/2022

  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.

   

  if they called on August 22nd they did not leave a message.  I work for a living so I don’t carry my phone around all day.  They did not leave a voicemail for me to address so if they want to speak to me they need to leave a. Essays if I don’t answer.
  
  
  Regards,
  
  
  
  ***** **********
  
  

  Business Response

  Date: 08/29/2022

  The customer was contacted again today, 8/29/2022, at 2:30pm, and a voicemail was left for the customer to contact Duke Energy. 

  Customer Answer

  Date: 09/03/2022

  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.

  The voicemail I was left on August 29th literally said she would call back at her earliest convenience.  I left a voicemail in the morning of August 29th and advised if the number shows as unknown or spam I will not answer so she needed to send a message telling me when she is calling as I get way too many spam calls.  She has not responded and it’s been four days.  The last time it was well over a week before she called and she didn’t leave a message that time.  At this point I want my entire bill wiped because they are not even trying!

  
  
  Regards,
  
  
  
  ***** **********
  
  

  Business Response

  Date: 09/14/2022

  Duke Energy has contacted this customer multiple times, which the Company is unsuccessful at reaching the customer.  The Company also will call from an unknown or a private number.  Since there seems to be a lot of back and forth via phone calls, Duke Energy emailed the customer yesterday, 9/13/2022, asking for the customer to provide a time to contact them.  As of today, 9/14/2022, Duke Energy has not heard back.  
  
  Duke Energy cannot remove the bill charges for the customer, and the Company still needs to gain access to the gas meter in order for it to be mitigated.

  Customer Answer

  Date: 09/15/2022

  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.

  They have not tried to contact me multiple times.  I would give you the persons name but all they say is his is Duke Energy.  An unknown number left a  Vm on August 29th at  2:34pm and I called back on August 30th at 10:43am with absolutely no response until late in the day on September 13th.  I have been answering every call (spam I clouded) and hey never called.  Took the, over two weeks to respond.

  
  they have absolutely no respect for their customers and have no intention of making this right.  They continually charge me that fee for not upgrading my meters which i was to,d was done in 2020 and then i watched the idiots install early in 2022 because apparently the first person didn’t do it.  If the idiots installed the wrong meter It’s not my problem but they need to stop expecting customers to continually take off work for them to do their jobs correctly and they need to be respectful and stop taking over two weeks every si gale time yo return calls.

  Regards,
  
  
  
  ***** **********
  
  

  Business Response

  Date: 09/16/2022

  Good morning,
  
   
  
  RE:         ***** **********
  
                *** ******* ***
  
                *********** *** *****
  
                ********
  
   
  
  I just wanted to provide an update on this customer’s complaint, since. 
  
   
  
  Duke Energy finally spoke with *** ********** this morning, 9/16/2022, and explained what happened to her account.  We also were able to agree on a time for a technician to visit her property to check out the meters, so we can obtain an accurate meter reading to adjust her billing. 
  
   
  
  Appointment scheduled for Wednesday, September 21, 2022 between 10am-12pm.  She has also asked for the technician to give her a courtesy call ahead of time, so they will be doing that per her request.
  
   
  
  Once the appointment is completed, we will work with our Billing Department to make the corrections, as needed.
  
   
  
  Please let me know if you have any questions.
  
   
  
  Thanks,
  
  Kristi S*******
  
  Senior Consumer Affairs Specialist
  
  ###-###-####

  Customer Answer

  Date: 09/16/2022

  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 appointment is not until next week so I will not accept until the issue is closed.  I advised that as well on our call and in my email response to her.
  

  im pretty certain as soon as the maintenance people leave my house next week but I will not be accepting until the bills are corrected.

   

  Business Response

  Date: 09/27/2022

  Duke Energy’s technician visited with the customer on 9/21/2022, and changed the module, as well as confirming everything
  was working properly going forward.  Once the order was completed, a request was submitted to the Billing Department to adjust the account to reflect accurate meter readings, as well as removing the two opt out fees the customer was charged on previous recent bill.  There is a balance of $238.50 due 10/14/2022.  
  

• Initial Complaint

  Date:07/28/2022

  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.

  Got a bill for feb 18 $374.89 next bill march $2984.32 over charged me $1509.24 just added into the bill as Prior monthly charges. Called complained March and April, May, June, July, We are looking into it. Disconnect you if you don't pay. How long does it take to get correct billing and Meter problems power going off and on. They make appointments to change out meter but never show up or call. disappointed in Indiana how they let Duke energy scam us.

  Business Response

  Date: 08/09/2022

  Good afternoon,
  
  I have reviewed the account information and concerns of the
  customer regarding their account billing.
  
  Our records indicate that the customer’s service was interrupted
  in November due to insufficient payments processed to the account. Due to a
  system issue; however, the order was never fully completed until 1/27/2022.
  This resulted in the charges from 11/9-1/18 being included with the current
  bill for that cycle. Because the system was unable to process a statement for
  that time frame, the charges remained pending on the account until the order was
  completed.
  
  There have been no discrepancies with the billing statements,
  and an email was sent to the customer with the breakdown of the charges. We
  have also switched their billing statements from condensed to detailed, so they
  have a better explanation of their billing statement breakdown in the future.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs
  Duke Energy