Business Profile

Electric Companies

Duke Energy Florida

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Complaints

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

Customer Complaints Summary

440 total complaints in the last 3 years.
190 complaints closed in the last 12 months.

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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:04/21/2025
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.
I am writing this helping my grandmother out if people took over $800 out for a bill that she never intended on paying that much incompetence throughthe roof then you made my grandmother wait two weeks to receive a check back and its not even for the full amount its for $710.32 then top of it with your incompetence trying to charge her a late fee I need so much to return this correspondence as my grandmother does not owe you people anything since you people took out well more than her intention was the refund check number was 497-014-5025 and the service address is ***************************************** I would appreciate someone corresponding back with me and this will be also submitted to the ************************ I want a full waiver of any late fees on her account and I want a full check for the amount that you took out which is $90 which you never told her and she never gave you permission on .. the representative who she spoke to said that she was mailing out the check right then and there and it was over two weeks later she received it and not for the full amount
Business Response
Date: 04/28/2025
On March 10, 2025, Duke Energy Florida (DEF) issued a statement for $84.62 (Current) with a due date of March 31, 2025.
On March 26, 2025, a payment was received of $884.62.
On March 31, 2025, *** ******* ******** contacted DEF regarding the over payment applied to the account. A refund request was issued.
On April 8, 2025, DEF issued a statement with a credit balance of -$710.32 ($89.68 Current - $800.00 Overpayment Credit).
A refund check was issued for $710.32.
On April 16, 2025, the payment of $884.62 was returned unpaid.
On April 23, 2025, *** MaiLing *****, Consumer Affairs Specialist, attempted to contact *** ******** to acknowledge receipt of her complaint and discuss her concerns. A voicemail was left requesting a return call.
On April 24, 2025, ******************************** confirmed the refund check was outstanding; therefore, they voided the check and applied the credit back to the account, leaving a balance due of $174.30 ($884.62 Returned Payment -$710.32 Credit. That day, *** ***** attempted to contact *** ******** and left a voicemail requesting a return call.
On April 28, 2025, *** ***** spoke with *********** who confirmed she contacted her bank to report the overpayment and advised she usually does not have an issue with processing her payments. ******** reviewed the account and confirmed the refund check was voided due to the return payment and offered to waive the return fee once it applies, as a ***********. ***** advised of the balance due of $174.30 for the March and April ********. Odonnell expressed her understanding and appreciation for the assistance.
Initial Complaint
Date:04/21/2025
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.
*** ***** ******** ************************************************** To Whom it may Concern:My complaint is regarding the amount of $415 being charged as a deposit on the last bill. When was still Progress Energy ( before changing the name to Duke Energy) I had already made a deposit, which was never returned. I would like this amount to be removed from my account.I would like you to consider my request.Thank you for your attention.
Business Response
Date: 04/24/2025
On December 30, 2024, Duke Energy Florida (DEF) issued a statement for $388.87 ($160.78 Current + $223.09 Previous Amount Due + $5.00 Late Fee), with a current bill due date of January 21, 2025.
On January 1, 2025, payments were received of $75.00 and $150.00.
On January 22, 2025, DEF mailed a late payment notice for $163.87, requesting payment by January 29, 2025, to avoid an interruption of service. The letter advised accounts that carry a past-due balance or have been disconnected for nonpayment may be charged a new or additional deposit.
On January 30, 2025, DEF issued a statement for $266.95 ($98.08 Current + $163.87 Previous Amount Due + $5.00 Late Fee), with a current bill due date of February 20, 2025.
On January 31, 2025, the service was interrupted for the delinquent balance of $209.46. That day, a pending payment was received of $163.90, and the service was restored.
On February 3, 2025, DEF mailed a letter advising due to the recent service disconnection for non-payment, the account is being assessed an additional deposit.
On February 21, 2025, DEF mailed a late payment notice for $103.05, requesting payment by March 2, 2025, to avoid an interruption of service. The letter advised accounts that carry a past-due balance or have been disconnected for nonpayment may be charged a new or additional deposit.
On February 28, 2025, DEF issued a statement for $246.86 ($138.81 Current + $103.05 Previous Amount Due + $5.00 Late Fee), with a current bill due date of March 21, 2025.
On March 5, 2025, a payment was received of $246.86.
On March 28, 2025, DEF issued a statement for $583.08 ($168.08 Current + $415.00 Deposit), with a due date of April 21, 2025.
On April 2, 2025, payments were received of $17.01 and $151.07.
On April 21, 2025, Ms. ********** ****, Consumer Affairs Specialist, attempted to contact Ms. ******** to acknowledge receipt of her complaint and address her concerns. A voice mail was left requesting a return call.
On April 22, 2025, Ms. ******** returned Ms. ***** call expressing concern with the deposit billed to her account as she paid a deposit in the past. Ms. **** explained her prior deposit was returned to her in March 2017. Ms. **** reviewed the account and explained the recent deposit assessed to the account was due to the service disconnection for non-payment. Ms. **** agreed to waive the deposit as a one-time courtesy and enrolled Ms. ********** account in DEFs Auto Pay program, per her request, to avoid future late payments.
Initial Complaint
Date:04/17/2025
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 was just notified today (April 16th), the day after I was scheduled for disconnect (April 15th). I'm late on my payment by only two weeks with no other outstanding balance (That I was aware of). Upon Calling to make payment arrangements, I was informed they tacked on an additional $625 fee for having my power shut off previously. NOT a reconnect fee. They called it a "Security Deposit". ****, The customer service *** I spoke to, informed me that it was "due to my power being shut off previously." So, if I was scheduled to be shut off the day before I was actually notified, they were trying to get me shut off so they could add the fee. I had this same issue the time it was shut off. They are predatorily trying to inform people late, so they can add this fee. With them being the only option in the area, people are have no option but to do as they say. I want this fee removed, and they need to stop doing this to people. I have the text notifications, and bills to prove my statements.
Business Response
Date: 04/24/2025
On January 15, 2025, Duke Energy Florida (DEF) issued a statement for $863.33 ($513.97 Current + $344.20 Previous Amount Due + $5.16 Late Fee), with a current bill due date of February 5, 2025.
On February 2, 2025, a payment was received of $400.00.
On February 6, 2025, DEF mailed a late payment notice for $463.33, requesting payment by February 13, 2025, to avoid an interruption of service. The letter advised accounts that carry a past-due balance or have been disconnected for nonpayment may be charged a new or additional deposit.
On February 14, 2025, DEF issued a statement for $960.12 ($489.84 Current + $463.33 Previous Amount Due +$6.95 Late Fee), with a current bill due date of March 7, 2025.
On February 18, 2025, the service was interrupted for the delinquent balance. That day a pending payment of $463.33 was received, and the service was restored.
On February 20, 2025, DEF mailed a letter to Mr. ******* ****** advising that due to the recent service disconnection for non-payment, the account is being assessed a deposit.
On February 24, 2025, the payment of $463.33 returned unpaid.
On March 1, 2025, a payment was received of $960.12.
On March 14, 2025, DEF issued a statement for $463.30 ($423.30 Current + $463.33 Returned Payment +$40.00 Returned Payment Charge - $463.33 Payment Credit), with a due date of April 4, 2025.
On April 7, 2025, DEF mailed a late payment notice for $463.30, requesting payment by April 14, 2025, to avoid an interruption of service. The letter advised accounts that carry a past-due balance or have been disconnected for nonpayment may be charged a new or additional deposit.
On April 14, 2025, DEF issued a statement for $1,548.88 ($454.23 Current + $463.30 Previous Amount Due + $625.00 Deposit + $6.35 Late Fee), with a current bill due date of May ******.
On April 16, 2025, the service was interrupted for the delinquent balance. That day, payments were received of $463.30 and $.30, and the service was restored.
On April 17, 2025, DEF received Mr. ******* complaint filed with the Better Business Bureau. Ms.Maurkeeyah ****, Consumer Affairs Specialist, attempted to contact Mr. ****** to acknowledge receipt of his complaint and address his concerns. A voice mail was left requesting a return call.
On April 21, 2025, ******* contacted Mr. ****** to review the account and explain the deposit was assessed to the account due to the service disconnection for non-payment. ******* agreed to waive the deposit as a one-time courtesy and explained additional negative account activity may result in a deposit requested. ********* expressed his understanding and satisfaction.
On April 22, 2025, the payments of $463.30 and $.30 returned unpaid, and the account was set up to no longer accept check payments.
Initial Complaint
Date:04/17/2025
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.
I have complained to Duke Energy concerning the streetlight in the front of my home the I pay a monthly fee for. This light is extremely bright and lights up my neighbor's back yard causing a nuisance. My last request was on April 9th 2025 at which time I cancel my service on this light for all the anxiety they have caused us. To date this light remains "ON".
Business Response
Date: 04/25/2025
On April 2, 2025, Mr. ******* ****** contacted Duke Energy Florida (DEF) to report the Outdoor light associated with his account, is too bright. A lighting audit request was issued.
On April 7, 2025, DEFs Lighting team attempted to contact ********* and left a message requesting a return call.
On April 11, 2025, DEFs Lighting Team spoke with Mr. ****** and discussed options for the light; however, Mr. ****** expressed his belief that his only option available was to disconnect the light and ended the call.
On April 17, 2025, Ms. ******* *****, Associate Consumer Affairs Specialist, attempted to contact Mr. ****** to discuss his concerns. A voice mail was left requesting a return call.
On April 21, 2025, DEFs Lighting team advised Ms. ***** of their conversation with Mr. ****** and explained they needed confirmation of how he wanted to proceed. That day, Ms. ***** spoke with Mr. ****** to inquire if he wanted to have the light disconnected (no cost) or have a shield installed, at an added cost. Mr. ****** opted to have the light disconnected and the service request was issued.
On April 22, 2025, the service request was completed.
On April 23, 2025, Ms. ***** left Mr. ****** a voice mail advising the light was disconnected.
Customer Answer
Date: 05/06/2025

Complaint: 23209252

I am rejecting this response because: They liedto both off us. I canceled service and they told you the light was turned off. T date the light remains on and the neighbors are now harassing me and my family.

Sincerely,

******* ******
Customer Answer
Date: 05/12/2025

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.
Thank you. The light was turned off yesterday.
Sincerely,

******* ******
Initial Complaint
Date:04/14/2025
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 am writing to formally dispute Duke Energys refusal to activate service at my residence based on a past tenants debt, which you claim is associated with my address through LexisNexis public records. I have legally opted out of LexisNexis, meaning my information should not be used for such verification. Furthermore, holding me responsible for a debt that is not in my name violates Florida law and utility ***************** ******************************************** Statute ****** Unjust Discrimination Duke Energy is unfairly penalizing me for a debt I did not incur, constituting discriminatory practices.Florida Administrative Code Rule 25-6.105(3) **************** Requirements You may require a deposit based on my credit history, but not based on a prior tenants unpaid balance.LexisNexis data does not override my legal right to service as a new ******************************* Statute ***** Landlord/Tenant Responsibilities The landlordnot **** responsible for any unpaid utility bills from prior tenants, unless a lease agreement states otherwise.Fair Credit Reporting Act ******************* Opt-Out Rights I have legally opted out of LexisNexis' personal data collection, meaning Duke Energy should not be using their reports to deny me service.If Duke Energy is relying on LexisNexis for credit decisions, you must comply with **** dispute procedures (15 U.S. Code 1681).
Business Response
Date: 04/25/2025
On April 4, 2025, Duke Energy Florida (DEF) disconnected the service at *************************************** Apt 101,************* FL ****** for a delinquent balance.
On April 7, 2025, ********* ***** contacted DEF to request service at *************************************** Apt 101,**********************. Due to the inactive service at the premise with a financial obligation, the ************* Specialist requested he submit a copy of his lease agreement and referred him to DEF's Energy Protection (**) team for further assistance.
Over the course of several days, *** ***** had several conversations with DEFs ** team regarding his request to place the service in his name. DEFs ** team explained they completed their investigation which identified both *** ***** and the prior Customer of Record (***) occupied the premises at the time the delinquency occurred, and the *** continues to occupy the premises; therefore, payment of the delinquent balance is required before either party can activate service in their name. ******** disagreed with the information obtained.
On April 10, 2025, ********** ****** Associate Consumer Affairs Specialist, contacted *** ***** to discuss his concerns. *** ***** explained he was a new tenant at the premise and expressed his belief he should not be responsible for the delinquent balance. Ms. ***** advised she would request the assistance of the ** team with his concerns and follow up once she had more information.
On April 11, 2025, ******** spoke with *** ***** and requested he submit his lease agreement for review. *** ***** advised he has already submitted the requested lease to the ** team for review. Ms. ***** advised she would request an update from the ** team. Later that day, DEFs ** team explained the lease was not signed, and they contacted the leasing office who confirmed there is no new lease agreement or change in occupancy at the premise.
On April 14, 2025, ******** spoke with *** ***** and reviewed the information from the ** team and advised the financial obligation would need to be satisfied before activating service. That day, a payment was received for the delinquent balance and the service was restored.
On April 16, 2025, ******** spoke with *** ***** who expressed his dissatisfaction with the information obtained to investigate his service request. Ms. ***** explained he could dispute the information provided, with the entity.
Customer Answer
Date: 04/27/2025

Complaint: 23181434

I am rejecting this response because:
Duke Energys inaccurate and legally deficient response to my complaint. ***** actions constitute multiple violations of Florida utility law, the Fair Credit Reporting Act (FCRA), and fundamental contract principles under the Uniform Commercial Code (UCC). Below is a legal rebuttal to ***** false claims:
1. Duke Energys Unlawful Denial of Service Based on a Third Partys Debt
Duke claims that I am responsible for a delinquent balance incurred by a prior tenantan assertion that is both factually incorrect and legally indefensible. Their refusal to activate service based on another individuals debt violates:
Florida Statute 366.04 Unjust Discrimination:
**** is penalizing me for a debt I did not incur, which constitutes discriminatory treatment under Florida law. Utilities cannot deny service based on a prior occupants unpaid balance unless the current applicant is legally responsible (which I am not).
Florida Administrative Code Rule 25-6.105(3) Credit & Deposit Requirements:
This rule explicitly states that a utility may only require a deposit based on the applicants own credit historynot the credit history or unpaid bills of a previous tenant. ***** actions directly violate this provision.
UCC ***** (Contract Liability) No Obligation for Non-Signatory Debt:
Under basic contract law, a debt belongs solely to the party who incurred it. ***** attempt to force me to pay a strangers debt is a blatant violation of *** principles, which require mutual assent to contractual obligations.
2. Illegal Use of *************** Despite FCRA Opt-Out
***** reliance on LexisNexis to justify their denial of service is unlawful for two key reasons:
Fair Credit Reporting Act (15 U.S. Code 1681e(b)) Maximum Possible Accuracy:
The **** requires that consumer reporting agencies (like LexisNexis) and entities using their data (like ****) ensure the accuracy of credit decisions. Since I have legally opted out of *************** collection, **** had no right to use their flawed occupancy data to deny me service.
FCRA 1681b Permissible Purpose Violation:
Even if LexisNexis had data on me (which it should not, due to my opt-out), **** lacked a "permissible purpose" to use it in this manner. The prior tenants debt has no bearing on my creditworthiness.
3. Coerced Payment Under Duress & Violation of Good Faith (UCC *****)
***** refusal to restore service unless I paid another persons debt constitutes economic duress. Under UCC *****, all parties must act in good faith when enforcing contracts. ***** actions were predatory, forcing me to pay a debt I did not owe simply to obtain essential utility services.
4. Florida Statute ***** Landlord, Not Tenant, Responsible for Prior Debts
Unless my lease explicitly states otherwise, Florida law places responsibility for unpaid utility bills from prior tenants on the landlordnot the new tenant. ***** failure to recognize this legal distinction further demonstrates their reckless disregard for statutory obligations.
Demand for Immediate Corrective Action
Full refund of the illegally demanded payment.
Permanent removal of any false delinquency associated with my name.
Written confirmation that **** will comply with FCRA opt-out requests and cease using *************** in violation of federal law.
Duke Energys practices are not only unethical but also in direct violation of multiple state and federal laws. If this matter is not resolved promptly, I will escalate it to the Florida *************************, the ************************************ (****), and the Florida ************************
Sincerely,

****** *****
Business Response
Date: 04/30/2025
Duke Energy is within their right to use tools to obtain information to provide customers with service. A thorough investigation shows that both the current and previous occupants are the same and are responsible for the previous debt.
Customer Answer
Date: 05/05/2025

Complaint: 23181434

I am rejecting this response because: I am deeply dissatisfied with Duke Energys latest response, which blatantly ignores the legal violations I previously outlined. Their assertion that they are "within their right to use tools" is irrelevant when those tools are used unlawfully to deny me service based on another partys debt. Below is a formal rebuttal to ***** flagrant disregard for state and federal law:
1. Duke Energys Response Violates Florida Utility Law
***** claim that I am responsible for a prior tenants debt directly contradicts:
Florida Statute ******: Prohibits unjust discrimination by utilities. Holding me liable for a strangers debt is discriminatory and unlawful.
Florida Admin. Code Rule 25-6.105(3): Permits deposits based on my credit historynot a prior occupants delinquency.
Florida Statute *****: Clearly places responsibility for prior utility debts on the landlord, not a new tenant, absent a lease agreement stating otherwise.
***** "investigation" is factually and legally deficient. If they cannot distinguish between tenants, their verification process is negligent.
2. FCRA Violations & LexisNexis Opt-Out
***** reliance on ***************despite my legal opt-outviolates:
15 U.S. Code 1681e(b): Requires maximum accuracy in credit reporting. Duke used inaccurate data to deny service.
FCRA Permissible Purpose (15 U.S. Code 1681b): Duke had no right to access or use another individuals debt to assess my eligibility.
3. Coerced Payment Under Duress
***** refusal to restore service unless I paid anothers debt constitutes economic duress (UCC *****). Utilities cannot hold essential services hostage to extract unlawful payments.

Demand for Immediate Action

Remove all false delinquencies tied to my name or address.
Provide written confirmation that Duke will:
Comply with FCRA opt-out requests.
Cease using *************** to deny service unlawfully.
Adhere to Floridas tenant protection laws.

Sincerely,

****** *****
Initial Complaint
Date:04/11/2025
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.
Hello, I am the President of Calabay ********. We recently switched management companies. During the switch a payment was missed to Duke Energy and power to part of our communities street lights and CCTV was turned off on March 19th 2025. After this occurred we reached out to our new management company and payment was made in full on Friday March 21st. As of today the power still has not been restored and each time we call we keep getting told it will be restored in ***** hours.
Business Response
Date: 04/23/2025
On March 17, 2025, the service was interrupted, due to non-payment, for metered account number ************, for *********************
On March 18, 2025, the service was interrupted, due to non-payment, for the unmetered street lighting account for *********************
On March 21, 2025, a payment was received for the unmetered street lighting account, and a service request was issued to reconnect the streetlights.
On March 26, 2025, the service request, to reconnect the lights, was completed.
On March 27, 2025, account number ************ closed due to inactivity.
On March 28, 2025, the ************ HOA contacted Duke Energy Florida (DEF) to report the streetlights were still out. A service request was issued to reconnect the streetlights.
On March 31, 2025, the service request to reconnect the lights was completed. The DEF technician tested the lights and confirmed they were working.
On April 2, 2025, the management company contacted DEF stating the streetlights were out. A service request was issued to reconnect the streetlights.
On April 4, 2025, the service request was completed.
On April 7, 2025, ****************, contacted DEF to report the streetlights were still not working after several requests. A new service account request was issued to connect the streetlights, in error.
On April 10, 2025, Mr. ******* ******, with the ****************, contacted DEF to report an outage affecting the security cameras,irrigation system, and wall lights in the community. An outage ticket was created with the information provided. DEF responded to the outage and identified the service to the metered account (number *************************, was disconnected for non-payment.
On April 11, 2025, Mr. ****** contacted DEF to reestablish service for metered account number ************. That day, the request was completed, and the service was restored.
On April 14, 2025, DEF received Mr. ******* complaint filed with the Better Business Bureau. Ms. ********** ****, Consumer Affairs Specialist, attempted to contact Mr. ****** to acknowledge receipt of his complaint and address his concerns. A voice mail was left requesting a return call.
On April 15, 2025, Ms. **** attempted to contact ********* and left a message requesting a return call.
On April 16, 2025, Mr. ****** returned Ms. ****** call and confirmed service was restored to the streetlights and equipment; however, wanted to voice his frustration with his experience and delay in restoration. Ms. **** apologized for his experience and reviewed the accounts and identified there was confusion as two separate accounts were disconnected, and the requests to reconnect the service were for the streetlights (unmetered account), with no prior mention of the irrigation system (metered account).
Initial Complaint
Date:04/10/2025
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 honestly dont get why ********** is reporting this debt under my name because I dont owe them anything. I never signed anything with them, and when I asked for a copy of the original application, they didnt even bother to provide it. Its frustrating because this is hurting my credit for no reason, and its just not fair. How can they just put something on my report without any proof?Account No: Amount Disputed:
Business Response
Date: 04/21/2025
Duke Energy Florida (DEF) is unable to provide billing or account history, due to consumer privacy, until the Customer of Record is verified.

On April 11, 2025, *** MaiLing *****, Consumer Affairs Specialist, attempted to contact *** ******* ******* to discuss her concerns; however, the phone number provided by the Better Business Bureau was an invalid phone number. *** ***** attempted to contact *** ******* using the phone number associated with her DEF account and left a voicemail requesting a return call.
On April 15, 2025, *** ***** attempted to contact ********** using the phone number associated with the account and left a message requesting a return call.
On April 15, 2025, *** ***** made a final attempt to contact *** ******* using the phone number associated with the account and left a message requesting a return call.
Initial Complaint
Date:04/09/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint due to an unexpected and unfair deposit fee of $195 that Duke Energy is now requiring after two service disconnections. I was never previously required to pay a deposit, and this new policy was not communicated to customers prior to implementation.When I contacted Duke Energy to speak with a supervisor, I was informed that the policy had changed in November 2024. However, the supervisor admitted that no formal notification was sent out to customers regarding this change. As a long-time customer, I have never encountered this issue with Duke Energy or any other electric company Ive used in the past.I believe it is unacceptable to enforce a new financial policy without informing customers in advance. I am formally requesting that this $195 deposit fee be waived, especially since no official notice of the policy change was provided. I was told the only option was to set up a payment plan, which does not address the core issue: lack of transparency and proper communication about this change.I hope Duke Energy will take responsibility for this oversight and resolve the matter fairly.
Business Response
Date: 04/21/2025
Duke Energy Florida (DEF) is unable to provide billing or account history, due to consumer privacy, until the Customer of Record is verified. DEF has made multiple attempts to contact Ms. ******* ****** to discuss her concerns, as noted below; however, has not been successful.
On April 10, 2025, Ms. ******* *****, Associate Consumer Affairs Specialist, attempted to contact Ms. ****** to acknowledge receipt of her complaint and discuss her concerns. A voice mail was left requesting a return call.
On April 11, 2025, Ms. ***** attempted to contact ********* and left a message requesting a return call.
On April 16, 2025,Ms. ***** made a final attempt to contact Ms. ****** and left a message requesting a return call.
Initial Complaint
Date:04/08/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm not liable for this debt with Duke Energy Carolinas Progress, I do not have a contract with **************************** and they did not provide me with the original contract as i requested
Business Response
Date: 04/14/2025
Duke Energy Floridas (DEF)records indicate ************************* had service in his name at ************************************* Apt 8 ************************, from July 2, 2021, to September 8, 2021.
On October 8, 2021, the unpaid final balance of $384.83 was sent to a collection agency, to collect the debt on behalf of DEF.
On April 8, 2025, DEF received *** ******** complaint filed with the Better Business Bureau.
On April 9, 2025, Ms.MaiLing *****, Consumer Affairs Specialist, attempted to contact *** ******* to acknowledge receipt of his complaint. A voicemail was left requesting a return call.
On April 10, 2025, ******** contacted *** ******* who confirmed he did reside at *****************************;however, vacated the premise and stated his belief his father had the service disconnected in his name. Ms. ***** confirmed the debt is valid and provided the collection agencys information. *** ******* inquired about the dates of service in his name and Ms. ***** advised she would gather the information and follow up.
On April 11, 2025, ******** contacted *** ******* to review the service dates and account history. ********** stated he did not reside at the premise during the service dates provided. Ms. ***** confirmed the service dates and explained once the debt is paid in full to the collection agency, it will reflect satisfied on his credit *********. Borrero expressed his understanding and thanked Ms. ***** for the information.
Customer Answer
Date: 04/14/2025

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.
Obviously Im still not satisfied with the outcome because theres a debt in my name and I was led to believe that the power had been shut off by my father and then I got a very high bill while being incarcerated but I will reach out to the collection agency and try to resolve this. Thank you

Sincerely,

******** *******
Initial Complaint
Date:04/08/2025
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.
Basically I put in a request with Duke Energy to upgrade my electrical for from 150 amps to 200 amps, for this type of work I required to get a permit from the county which I already had done so. I contacted Duke Energy to follow the process. I was send communication via email with a few different personnel. The 1st was August, A few weeks after putting the request a **** employee arranged for ******** to take a look at the existing system to verify if they were able to fulfill the request. ******** stated that base on my request that they needed to send a worker and verify the cable size based on my request a couple days later the same ******** writes me informing me they he still working on the calculations based on what the worker had summited to him and that it shouldnt take no more than a couple days for him reach back out to me. Days rolled by with no answer. I waited patiently. I email the ******** but did not hear back from him After almost 2 weeks I decided to email him back again. I responded hours later stating that he need to speak to me to go over the numbers. Basically I was told by ******** several times that I would not be able to upgrade my service if I didnt pay $15,000 but that I would get some type of credit and If I wanted to proceed that I would have to pay before work could be started. ******** went on about the existing transformer is not big enough to handle my upgrade. ******** also mentioned that if I wanted that **** could replaced the wires going from the pedestal to the meter at a cost of $1,600 roughy but that I would be responsible for the clean up of the mess that would leave behind from making a trench for the wires. I ask why I was being charged when this is a service that I am paying for already for the utility every month and that added cost is unreasonable because I would like to upgrade the electrical In my home. I was never given a written quote and it make me think ******** was trying to scam of some money.
Business Response
Date: 04/21/2025
On February 25, 2025, ******** ********* contacted Duke Energy Florida (DEF) to request to upgrade his service from 150 to 200 amps. A work order was created for his request.
On February 27, 2025, a load form was sent to *** ********* to be completed and returned.
There were several back-and-forth communications regarding ********************** upgrade request as he wanted to install an ** charger, pool heater, and jacuzzi. It was identified the ** charger demanded too much load for the existing transformer, therefore, the transformer and some underground cabling needed to be upgraded.
On April 8, 2025, ********** ****** Associate Consumer Affairs Specialist, attempted to contact *** ********* and spoke with another party, who requested she call back the following day.
On April 9, 2025, ******** spoke with *** ********* who expressed his frustration with the higher-than-expected quote provided to upgrade his service from 150 to 200 amps, for him to install an ** charger and pool heater. *** ********* requested service upgrade options and quotes to be emailed to him. In addition, he requested information on receiving ** charging credits. Ms. ***** advised she would engage the assistance of the engineering team with his requests.
On April 10, 2025, DEFs Power Grid Operations (PGO) manager attempted to contact *** ********* to further discuss his request, however there was no answer, and they were unable to leave a message.
On April 11, 2025, ******** spoke with *** ********* who requested a call later that week.
On April 15, 2025, ******** and DEFs PGO manager spoke with *** ********* to further discuss his service upgrade request. **** *** manager agreed to provide service upgrade options and quotes to *** *********.
On April 17, 2025, service upgrade options/quotes and ** charging credit information was sent to ************* via email. That day, Ms. ***** spoke with *** ********* who confirmed receipt of the email. Ms. ***** advised DEF will continue to communicate with him regarding his project once he advises how he will be proceeding.
Customer Answer
Date: 04/22/2025

Complaint: 23172991

I am rejecting this response because: base on the lack of communication from Duke energy. I have been given an estimates that are not easy understood. They want to charge for upgrades that I currently have and is not causing any issues with the transformer. Ive called to speak to some to get an explanation of the estimate but I only get email replies. This has been an unpleasant experience with lack of communication from Duke energy. I was supposed to hear back from some to discuss the estimate all I received wan email with the same information.

Sincerely,

***** A *********
Business Response
Date: 04/25/2025
On April 23, 2025, Ms. ***** contacted Mr. ********* to further discuss his concerns, which he requested a return call the following day.
On April 24, 2025,Ms. *****, the PGO Manager, and Senior Engineer spoke with Mr. ********* to further discuss the cost options previously emailed to him. Mr. ********* explained his intent to use a Level 2 EV charger and was advised by doing so, a transformer upgrade is necessary, as the added upgrades he is making will exceed the capacity of the existing transformer. Mr. ********* advised he will contact DEF when he is ready to move forward and remains dissatisfied with the costs associated to complete the upgrades to his premise.

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