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:02/06/2025

  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.

  Been having huge increases on energy bill, since November my electric bill has went up approximately 100 every month. 250 from 160 November, 250 to 350 in December, and got January bill today and it's 450. Called to see if someone could at least come out and check my meter that we had taken steps and it still went up 100 dollars. Was told there computer was accurate in the reading and they would not send someone to check but they could tell me about high usage. I feel this is terrible business practice and Duke energy should be investigated for customers potentially being purposely over charged on there energy bills. And refusing to help a customer when they express they believe something is not right with the increase happening. Please help at least look into this they are possibly taking advantage of people and refusing to help a paying customer is ridiculous.

  Business Response

  Date: 02/12/2025

  Good morning.  I
  reviewed the customer’s account and show that they started service at this
  location on 03/22/24, so there is not a lot of usage history to compare for
  them yet.  Since the customer did not have
  service at this location last winter, I reviewed the historical data for the location.
   In my review, I do show that the usage
  does increase in the winter months, which is likely why the customer started seeing
  an increase in their usage/charges on their November/December bills.  In previous years, I do show the usage can
  get over 2,000 kWh during the winter months and sometimes it can even get
  around 3,000 kWh.  The increased usage would
  cause their bill charges to increase as well.  Based on the customer’s usage since they started
  service, it appears that the winter months will be when they see an increase in
  their bill charges due to the increased usage.  I tried reaching out to the customer yesterday,
  but I was unable to reach them.  I left a
  message with my office number, so they can call me back directly to discuss
  their billing concerns.  Once I speak with
  the customer, I will also offer to have a meter test completed, so that we can
  ensure that our equipment is functioning properly. Thank you. 

  Customer Answer

  Date: 02/12/2025

  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:02/06/2025

  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.

  The power in my home went out at 7:30 pm. Duke energy continued to change the ETA as to when the power would be back on. I finally called duke energy at midnight 2/6/25, and they told me the power is estimated to be in on at 6am.
  
  Duke energy needs to recognize its customers that are suffering in this cold weather for more than 10 hours. We are charged way to much money by duke energy for them to not compensate its loyal paying customers in there time of need.
  
  The area I live in has power outages often. It is disappointing that a simple rain has made the power go out for 323 people and that it will not be restored in a timely manner. In these winter conditions due to duke energys lack of due diligence with the power grid in this area.
  
  Having no power in the winter time when there was no severe storm is unacceptable and needs to be investigated and reevaluated for the sake of its customers! We are cold and nobody cares! This is unacceptable

  Business Response

  Date: 02/13/2025

  Duke Energy reviewed this customer’s concerns regarding a
  recent power outage.  This specific
  outage had a hard to access site, which hampered the restoration time.  The Company understands how frustrating it is
  to receive changes to restoration times when power is out; however, crews
  worked endlessly to restore the power.
  
  Consumer Affairs consulted with Electric Operations specifically
  for this location, and the customer has experienced 7 outages in the last 2 ½ years.  Six of the seven outages were on ******** **
  that feeds the ******* **** ** circuit, which is the circuit this customer is
  on.  Four of the ******** ** outages were
  for vegetation, and two of the outages were for an equipment issue and
  conductor clearance issues. 
  
  The ******** ** circuit was last fully trimmed in mid-2024.
  
  Duke Energy sincerely apologizes for the prolonged outage delay.  All damage from the vegetation, equipment and
  clearance issues have been fixed.

• Initial Complaint

  Date:01/15/2025

  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 sold my house and moved out 12/26/24. I told Duke I was moving on 12/17/24 asking them to turn off the power on the 27th. I'm being charged till the end if December. They said I should have called them when I moved. I don't remember this but since I gave them 10 days notice I think that is more than enough. The woman that bought the house didn't turn the power on until 12/29 so I'm paying for her to live there. It's wrong for me to pay for a week I didn't live there after giving them 10 days notice.

  Business Response

  Date: 01/27/2025

  Good morning,
  
  Our records indicate that the service at **** ********* **** ********* ** ***** are not in the customer’s name, however, the company was able to locate an account at **** ******** **** *********** ** ***** that was in the customer’s name until December 29, 2024.
  
  The customer contacted the company on December 18, 2024, to discuss stopping services at **** ******** **** *********** ** ***** since she is selling the home. The representative she spoke with let her know there are a couple options available… 1. She (the customer) can set up to have the services stopped in her name and then the new owner would need to contact the company to have the services started in their name or 2. When the new owner contacts the company to have the services started in their name, that will automatically close her account. The representative explained to the customer that if the new owner does not contact the company to start services in their name the customer would have to contact us to request the services be taken out of her name/stopped. The customer stated she didn’t want to leave the new owner without service so she would wait for the new owner to call in to start the services under their name. The customer let the representative know she would ask the new owner at closing if they have started the services in their name and if they had not at that point, she would contact us to have the services taken out of her name. The customer stated that the closing date was going to be December 27, 2024, and asked when the best time to call would be. The representative let the customer know she would recommend contacting us before 5:00 p.m. on the December 27 to request the services be stopped in her name that same day.
  
  Our records show that the customer did not contact us again until December 30, 2024, and the services had already been taken out of the customer’s name as of December 29, 2024.
  
  I spoke with the customer on January 17, 2025, and explained the above information to her.
  
  Thank you.

  Customer Answer

  Date: 01/29/2025

  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.

  
  

  I gave Duke 10+ days notice that the service at my home needed to be disconnected on 12/27/2024. That is a final notice on my part. The buyer turned Duke service on 12/29. Regardless of if I called Duke again they had final notice. I shouldn't have had to pay after the 27th. This is ridiculous that I was charged almost a week after I moved out when they were notified in advance. 

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

• Initial Complaint

  Date:01/08/2025

  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 paid for insurance and when I needed it was told they don't cover my area. They offered to let me pay out of pocket and reimburse me later or give me my money back. Those options don't work for my situation. I paid for repairs to be done and now I need them done. If I'd known the insurance wasn't any good I would have saved money incase of repairs needing done.

  Business Response

  Date: 01/10/2025

  Good morning,
  
  The company did investigate the customer’s complaint, and
  the customer is enrolled in four of our Hom Protection Plans: Gas Line Repair,
  Home Wire Premium, Sewer Line Premium and Water Heater Premium. The customer enrolled
  via our website on January 1, 2024, for Gas Line Repair, Sewer Line Premium and
  Water Heater Premium. The Home Wire Premium was enrolled via phone with one of
  our Customer Service Representatives on November 22, 2023.
  
  In regard to the company not having a plumbing Contractor
  for the customer’s sewer line, the company actually does, but when our Service
  Coordinator create the service request on December 31, 2024, the Contractor did
  not autopopulate, so the Service Coordinator assumed that there was not an
  assigned Contractor. The Service Coordinator should have looked at our zip code
  assignment file to see who the Contractor was and manually assigned it to the
  Contractor. The customer was offered reimbursement on this call, but that did
  not satisfy the customer. The customer was upset over the lack of a Contractor
  to service the sewer line. One of our Senior Service Coordinators spoke to the
  Customer on January 6, 2025, apologized for the inconvenience and mistake,
  dispatched a rush order to the assigned Contractor and the Contractor was out that
  same day to address the issue. The Contractor is returning next week to run a
  camera thru the customer’s sewer line to see if there are any other issues.
  
  We are working with our IT Department regarding the
  technical issues that prohibited this Contractor from auto populating for this
  zip code and we have also addressed this with our team that in the future, we
  should consult the zip code assignment file whenever a Contractor does not
  autopopulate to ensure this does not happen again.
  
  Thank you,

  Customer Answer

  Date: 01/10/2025

  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.

  
  

  
  I have not been made aware of anyone coming out next week to run a camera however I will admit the communication has been terrible so who knows. The plumber did show up the next day to unclog the drain and 3 days later we had to plunge the toilet again to get it to go down. 
  
  Regards,
  
  
  
  ******** ******
  
  

  Business Response

  Date: 01/17/2025

  Good afternoon,
  
  I spoke with the customer on January 15, 2025, and let her know
  ****** ***** ******* original goal was to be out this week with a camera but
  unfortunately, due to weather, they are leaning more towards next week. I let
  her know they will contact her prior to coming out.
  
  Thank you. 

  Customer Answer

  Date: 01/25/2025

  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.

  
  

  
  This issue is still ongoing and unresolved. They came out with a camera and decided what repairs need to be done but the only way to keep them on track seems to be to keep calling  them over and over and keep this complaint open to hold them accountable hopefully. It's been  so long it seems and next will be trying to get my bathroom repaired from the damage caused by the issue. Which the insurance should cover
  
  Regards,
  
  
  
  ******** ******
  
  

  Business Response

  Date: 01/31/2025

  Good afternoon,
  
  We have contacted the contractor ****** ***** ******
  regarding the additional repairs the customer mentioned. ****** ***** ******
  informed us that the work the customer previously had done was not done
  properly, however, they are going to correct the issues as a courtesy. The
  contractor will be replacing 30-40 feet of her line as well as adding a clean
  out for her. The contractor will be contacting her to schedule a time for the work to be completed. 
  
  The customer has been previously advised to work directly with
  the contractor regarding any additional services or repairs they will be completing
  for her.
  
  Thank you. 

  Customer Answer

  Date: 02/10/2025

  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.

  
  

  I still need the insurance to fix the bathroom and that hasn't been addressed yet. The floor is rotted due to the issue

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

  Business Response

  Date: 02/24/2025

  Good afternoon,
  
  I called to speak with the customer but was unable to reach her.
  I left a voicemail letting her know that ****** ***** ****** has her scheduled
  for a repair on February 26, 2025.
  
  Thank you.

  Customer Answer

  Date: 03/08/2025

  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. The company really came through for me at the end
  
  
  
  Regards,
  
  
  
  ******** ******
  

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising 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 received a letter on 11/7/24 from some random “electric supplier”, ******, stating they were my new supplier and giving me 7 business days to cancel from the 11/7/24 date of their letter—I didn’t receive the the letter until 12/23/24. I then contacted Duke to find out what was going on, and how did I get enrolled with them and that I wanted to cancel their services and stay with Duke. They said they could not reach out to them and that since I was in the middle of the billing cycle and calling after the recision date I may incur additional charges and I would return to the Duke Energy standard service offer.
  
  I then emailed ******** customer service noting that I did not enroll in their services and that I wanted to remain with Duke. They promptly canceled, sending me a confirmation number which I then forwarded to Duke saying I was unenrolled and wished to remain with them.
  
  Thought the problem was resolved until I received my bill from Duke on 1/3/25. While their charges were a normal $93, there was an additional charge from a new electric supplier, ******** ****** ***** in the amount of $106.46, totaling $199.89! I never selected either of these electric suppliers nor enrolled with them—what the heck is going on, Duke?!

  Business Response

  Date: 01/08/2025

  Good afternoon,
  
  Our records indicate this customer started service on
  5/6/2024. The account began billing with the Company’s Standard Service Offer
  (SSO) rate; however, an enrollment request with ******** ****** **** as part of
  the **** Choice program was received on 9/16/2024 effective for 10/25/2024. A
  new enrollment request for ****** Energy was received on 11/13/2024 to go into
  effect on 12/21/2024, also as part of the **** Choice program. Emails were sent
  to the customer to advise of each enrollment on the date they were received.
  The customer did request to drop ****** Energy as of 12/26/2024, which will go
  into effect as of 1/23/2025 and the customer will revert to the Company’s SSO
  starting on 1/24/2025.
  
  These enrollments are received when the customer or someone
  from the residence provides the third-party with their account number. Provision
  of this information is the customer’s agreement with the third-party to be
  enrolled in their services. This can be done via mail, online, door to door visits,
  representatives at the grocery store, etc. The customer would have to dispute
  the enrollments and charges with the third parties directly, as these are not charges
  directly from our Company.
  
  Unfortunately, I was unable to reach the customer regarding
  their concerns; however, a detailed voicemail was left explaining the
  information above.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:12/23/2024

  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 recently received a charge to an apartment I have not lived in for almost 3 years. I have spoken to multiple customer service agents and everyone refuses to help. They keep saying the charge is from corrected bills that the company they were working with got “incorrect”. That is not my fault that they as a company cannot get their billing right. For them to try to charge me 3 years later is super predatory and not okay. The customer is not responsible for the business not doing their job and billing incorrectly. I recently asked to speak to a supervisor since no one else has been able to help so we will see once she calls me back. How is this even allowed. I asked them to wipe my information from their system too and they are still texting me and emailing. Ive seen so many articles in the news about Duke and their malpractices when it comes to billing and im surprised they are allowed to get away with this so often.

  Business Response

  Date: 01/06/2025

  Duke Energy reviewed the account in question for this
  customer.  It appears the bill documents that
  were reversed in 2022 to correct the estimated meter readings, but at that
  time, they were never able to invoice due to an Ohio Choice Supplier issue.  This was recently completed after the Ohio
  Choice Supplier issue was resolved, which ultimately invoiced the customer for
  the usage that was previously estimated when the service was active in their
  name.
  
  Due to this issue, the Company has issued a credit of $374.83,
  which makes the account balance $0 (zero).
  
  Duke Energy apologizes for the inconvenience of this matter
  and hopes this resolves the customer’s concerns.

  Customer Answer

  Date: 01/06/2025

  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:12/17/2024

  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.

  On November 29, 2024, Duke Energy charged my bank twice without authorization to do so. One for $132.50 and another for $133.75. I have attempted to resolve this by sending a message through the Duke Energy website and with a customer service rep through their "online chat".
  
  On December 6, 2024, the representative from the online chat portal stated that Duke energy did not receive a payment for $133.75. However, I uploaded my bank statement showing both of the payments noted above. In the end, the rep stated there is nothing they can do. I requested to speak with a supervisor. They told me that one would call me back within 4 hours. As of today, December 17, 2024, I have not received a phone call from a Supervisor.
  
  After communicating with a Duke Energy customer service rep via online chat, I was given conflicting information and the rep refused to answer some of my questions. I have a copy of the chat saved.
  
  I have made it very clear to Duke Energy through the channels mentioned above that I made only one payment for the full amount of my monthly bill and I did not authorize two payments. I have also demanded a refund for the double charge.
  
  Bottom line, Duke Energy stole money by withdrawing funds from my bank account without authorization to do so which caused an undue hardship to myself and my family.
  
  Based on the complaints / reviews on this website, I would be shocked if greedy Duke Energy attempts to resolve this issue.
  
  I demand a refund for their error.

  Business Response

  Date: 12/18/2024

  Good afternoon,
  
  Our records indicate that the customer made a payment of
  $132.50 scheduled online through their account on 11/28/2024 with their
  checking account information and a second payment of $132.50 + $1.25 processing
  fee was made the previous day through the automated phone system using a debit
  card. The first payment applied toward their previous bill and the second payment
  applied to the current bill, leaving a balance remaining due of $9.65 by
  12/23/2024. If the customer wishes to have a payment refunded, they will need
  to contact their bank and follow the process for a stop payment.
  
  The customer did contact the Company regarding their
  concerns and requested a supervisor call them back. The supervisor did attempt to
  contact the customer on 12/6/2024 at 1:03 p.m.; however, there was no answer,
  and they were unable to leave a voicemail. Unfortunately, I was unable to reach
  the customer, as well; however, was able to leave a voicemail with the
  information above.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

  Customer Answer

  Date: 12/18/2024

  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 response has no merit and only repeats some of the facts as described in my initial complaint.

   

  Again, Duke energy took out two payments from my personal bank account without privilege or authorization to do so. In their response they acknowledge they received two payments, however, they completely ignore the reason for the complaint.  I never gave permission for two payments to be taken out and I demand a refund of the money they took. 

   

  I would not be surprised if their recent data breach of customers personal information is the reason behind this or is it that Duke energy is another greedy corporation who behaves as if the law does not apply to them?

  Regards,
  
  
  
  *** ****
  
  

  Business Response

  Date: 12/30/2024

  Good afternoon,
  
  As previously advised, two payments were scheduled via two
  separate processing systems. Both systems would have required a customer to
  enter in the account information and payment information for the payment(s) to
  be drafted. As both payments were applied to the account where a balance was
  owed, we are unable to issue a refund. A refund can only be issued in the event
  there is a credit on the account. The customer would need to contact their bank
  to process a stop payment. Once a stop payment is processed, the chosen payment
  will be reversed and the balance owed debited back to the account. Currently,
  the account balance is $0 due.
  
  I did attempt to contact the complainant again regarding his
  concerns; however, there was no answer. A voicemail was left with the
  information above and my direct contact information if he has any other
  questions.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:12/09/2024

  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.

  My problem is duke is charging me a convenience fee to pay my bill to them. Somethings I thought the government had put a stop too.

  Business Response

  Date: 12/10/2024

  Good morning,
  
  Our records indicate that the customer makes their payments
  via debit/credit card. Payments via debit/credit do have a processing fee as
  Duke Energy uses a third-party payment processing vendor through Western Union
  Speedpay. This processing fee is the vendor’s fee, not Duke Energy. The
  customer does have the option to pay their bill for free using their checking or
  savings account through their online profile or by sending a check in the mail.
  
  I was able to speak with the customer and provide them this
  information.
  
  Please let me know if you have any additional questions.
  
  Thank you,
  A****
  Midwest Consumer Affairs

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Duke Energy sent us 15 months surprised bills, over charged, treating and very terrible customers service and hiding information by did not tell the customer true and did not keep their words

  Customer Answer

  Date: 12/04/2024

  Here are the following issues from Duke Energy:

  1. Send the wrong address and used incorrect contact information to contact me

  2. Duke Energy agreed to send 15 months surprise past due balance bills

  3. Per Duke Energy policy, if they have 2-3 months past due balance. They will send a disconnect letter and disconnect service 

  4. Make up their excuse to cheat the customer

  5. Dishonest and had very poor customer service 

  6. Hiding, cheating and misleading when customer request the documents

  Overall I would request their fair service and charge anything that we did not use. Duke Energy must pay all damages regarding my credit report when they me to collection company and damages to my business 

  Business Response

  Date: 12/18/2024

  Good afternoon,
  
  The company has reviewed the account for the customer. Our
  records show the account was being billed each month and the billing statements
  were being mailed to the service address. The customer was also making payments
  toward the electric account, but we only received two payments towards the gas
  account. The first payment was for $307.56 on January 12, 2023, and then the
  final payment for $2,051.21 on December 5, 2024.
  
  Our records do not show that the customer contacted customer
  service to place a request to have the gas service shut off for the warmer
  season in 2023. As a courtesy, we removed the gas charges from June 2023 – October
  2023 since the customer had zero usage during those months. The amount that will
  be refunded to the customer is $297.40. The customer has been informed that they
  have to contact us when they are ready for the gas service to be shut off for
  the season. If they fail to do so in the future the charges will remain on the account,
  and they will be held responsible to pay for the service.
  
  Thank you, 

• Initial Complaint

  Date:11/12/2024

  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.

  This account was canceled as of May 1, 2024. After the account was closed, we were billed an additional 261.80 for charged incurred after our date of cancellation. Duke did an autopay withdraw from a payment method tied to a different account that we have with them.
  
  This is for my daughter's apartment near the University of Cincinnati. She lived at an Ohio Avenue address, but was required to move out. The apartment was to be renovated and her lease ended. We canceled our Duke account effective May 1.
  
  She moved into a different apartment in the same area on August 5. Both accounts were in my name.
  
  Power used at the old address was billed to me mistakenly. I have spoken with Duke many times. They have acknowledged that these charges were in error. But they have dragged their feet on refunding my money. I call them every week, and they always tell me that it is "under investigation".
  
  In the bill that I have uploaded, you can see no electric usage in May, but charges begin in June. The apartment was uninhabited at that time. Our lease had expired. Our Duke account had been cancelled.

  Customer Answer

  Date: 11/19/2024

  From: *** ***** <******************>
  Sent: Monday, November 18, 2024 7:47 PM
  To: ********* ***** <*************************>
  Subject: My complaint with Duke Energy has been resolved

   

  ID ********

   

  I had filed a complaint with Duke Energy, requesting a refund for an overcharge.   This matter has been resolved.  They credited the overpayment to my account.  I had also filed a complaint with the **** on this matter.  

   

   

  Thank You,

  *** *****

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