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Initial Complaint
02/07/2025
Complaint Type:
Customer Service Issues
Status:
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.
I own a house that has been vacant for 3 years. Nothing is plugged in or connected, and the heat is turned off by the breaker box. Yet every winter the electricity bill goes up. No one has access to the house and its rural , closest neighbor is 80 yards and elderly. Ive contact Duke Energy, they did a virtual meter check and stated the meter was working . There is no possible way the light bill should be going up $300 per month in a vacant house.
Business response
02/10/2025
After a review of the account the January 2024 and January 25 usage there is not much difference in the kWh. We are not able to answer or address the specific cause of high usage within a home. We do provide excellent online resources that might be beneficial to the consumer.
*Lower My Bill ******* *********************************************************************************************************
*Seasonal Tips *********************************************************************************************************************************
*My Account **************************************************************************************
By setting up My Account the consumer can check spikes throughout the month, by day, and even hour, to understand what appliances and behaviors could be increasing the bill.
*Usage Alerts ************************************************************************************************.
Avoid billing surprises by tracking energy usage.Duke Energy customers with a smart meter can sign up for Usage Alerts.
*Budget Billing ******************************************************************************************
Can make planning and budgeting for energy costs easier and more accurate than ever.
You get predictable monthly energy bills regardless of changes in your energy usage or the weather.
*Energy Assessment ***********************************************************************************************************************************
An energy assessment can help lower the energy bill. Sign up for a free in-house energy assessment, valued at $250, through our Home Energy House call program. The assessment is designed to help learn how your home uses energy and how you can save on monthly bills.
Initial Complaint
02/06/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Duke energy came to my residence over 2 years ago and disconnected my outdoor light. It has been disconnected and not worked since that time. I have made multiple calls to Duke Energy customer service to remove the light and/or remove the outdoor lighting charge from my bill. They will not remove the charge from my bill. It is now up to $16.00 month for a light that is not working. They came to the house and looked at the light and still did nothing to remove the light or the charge.
Business response
02/11/2025
We contacted the customer and addressed their concerns, and the customer is now satisfied. Please let me know if you have additional questions.
Initial Complaint
02/06/2025
Complaint Type:
Order Issues
Status:
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.
My power was turned off. My bills is high. And I don't understand why it's that high share paid in August witch left my bill at 0 now I have a 1700 I been trying to vet someone out ro see why was my bill so hifh.
Business response
02/11/2025
We contacted the customer and addressed their concerns. We explained our process and apologized for any inconvenience. We are closing the complaint.
Initial Complaint
02/05/2025
Complaint Type:
Customer Service Issues
Status:
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.
We have been promised lower rates and bills and we have yet to see any decrease in our bills! I am a single person household paying an energy bill of a multifamily household! My bill used to be below $150 now it is always almost double that and it is blamed on heat but that can not be when I dont even run the heat as I have to use space heaters and confine myself to one room! This is totally unacceptable from Duke Energy to basically rob their customers from their money while the CEOs and Presidents take in all the money! Something needs to be done about this billing issue as there is no way I am using what they claim I am using.
Business response
02/13/2025
Customer has been contacted, and their concerns has been addressed
Initial Complaint
02/04/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I was set up on an installment plan because of the hurricane that happened and was short on funds. Was told on a phone call that I would start paying that in December as I needed to make sure it aligned with when I had funds. Well without telling me or anything it showed in my duke energy app that it was due in December and then a week goes by and now its saying November. They claim they cant adjust these things but obviously somthing happened and mine was adjusted and its just caused issues since then trying to go back on an installment plan because the bill remains high. They say they cant cause the other one wasnt not paid upon after they changed the date of it from when it was set up cause me and the guy that set up talked and I made sure it would be due when I had funds.
Business response
02/05/2025
We have contacted the customer and addressed his concerns, and the customer is now satisfied. Please let me know if you have additional questions
Customer response
02/05/2025

I am rejecting this response because:

They admitted that they head there employees say December was the first payment due date then if they check the next call the other employee saying let it go by the date and Ill be able to set up another one in result still without power when I tried to set up a promise to pay or anything even said within the next few weeks I can pay of the full amount when my taxes are spouses to come back they have done nothing to help work with me besides give me a list of agencys that told me there is no help in my area already as stated before the phone call ended

Business response
02/05/2025
The customer service was disconnected on February 4th, 2025. The customer only made 3 payments last year in 2024, with the last payment received on August 17, 2024, and he's defaulted on 7 installment payment plans. The customer's current total balance is $1,796.82. He was informed during our phone conversation he will need to satisfy the past due of $1,489.95 to restore his service. As requested, a list of agencies in his area had been emailed to him.
Customer response
02/05/2025

I am rejecting this response because:
As stated they all tell me nothing in my area.
as stated before because I was told multiple things from your company about how to go about things I follow what people that work for you tell me
Initial Complaint
02/04/2025
Complaint Type:
Billing Issues
Status:
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.
I would love to know why my Bill is ****** for month of January 2025.,We had a new heating system installed in last of December 2024.,And what is rider Adjustment ? This is unreal the fees we are charged for,Unreal
Business response
02/06/2025
This meter tested good on 2/5/25 with an overall accuracy of ******%, which is well within the meter accuracy that was established by the ************************************ Rule R8-12. If the meter is accurate, then we know that the electricity the customer was billed actually passed through their meter.

We have sent a Billing/Usage history to the consumer via email.
A rider is a mechanism used to recover costs or credit customers for programs, purchases or regional policy initiatives that are outside of standard base rates. The Summary of Rider Adjustments line item found in the Billing Details includes, but is not limited to: fuel- related costs, demand-side management, energy efficiency program costs, generation assets, and the competitive procurement of renewable energy. For additional detail, please visit ********************************************************** to view the Summary of Rider Adjustments tariff found within the Index of Rate Schedules tab. Each of the individual rider tariffs are located under the Retail Riders heading. For a complete listing of all North Carolina rates and riders, visit ********************************************************************.
Initial Complaint
02/03/2025
Complaint Type:
Customer Service Issues
Status:
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.
Call the ************ from a friend phone. ************ immediately tried to save their number to my account. Even after I said No. I had entered my full social security to Auto. I then got a drunk sounding *** that was not helpful and she would not get a **************** ***.. I had a time getting help. Please help me get this company reprimand this company.
Business response
02/06/2025
We have attempted to call the customer 3 different occasions at ********** with no response. We are closing the complaint due to no response.
Customer response
02/07/2025

I am rejecting this response because:
I have had pbond issues I apologize. I do wish to speak to tbis company. I can be reached at **************. Sincerely, ******* *****
Business response
02/11/2025
We contacted the customer and addressed the customers concerns, and the customer is now satisfied. Please let me know if you have additional questions.
Initial Complaint
01/30/2025
Complaint Type:
Service or Repair Issues
Status:
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.
THE ELECTRICITY IN MY HOUSE WAS DESTROYED IN APRIL, MAY, JUNE, AND JULY, AND I NEVER ASKED FOR A DIGITAL METER FOR MY HOME OR THE BUSINESS AND THEY INSTALLED IT ANYWAY FOR SOME REASON. I ASKED THEM TO CHECK MY HOUSE, AND I WAS TOLD THAT IT WOULD BE A REGULAR METER OVER AND OVER. I WORK FROM 9:00 AM TO 8:00 PM MONDAY THROUGH SATURDAY. I TURN EVERYTHING OFF, AND I LIVE ALONE. THIS PRICE GOUGING IS ILLEGAL; MY HOUSE IS ONLY ***** SQUARE FEET. THEY HAVE TO STOP CHEATING US, AND IT IS NOT JUST ME. THE PEOPLE IN THIS COMMUNITY ARE NOT ALL ABLE TO GET HELP. THERE IS NO WAY WE ARE USING THIS MUCH HEAT OR AIR. I ALSO HAVE A WORKING FIREPLACE. WE MUST HOLD THESE DUKE ENERGY ACCOUNTABLE FOR FRAUD
Business response
01/30/2025
This customer has taken the issues to the *********************************** and the commission has addressed the customer concerns. We are closing this complaint.
Initial Complaint
01/29/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Hello, On November 26th Duke Energy confirmed my meter was crossed with another unit in my building. I have been trying to work with Duke Energy for several months to get this corrected. They have been over charging me for four years. The last conversation I had with them in late December was to allow them to 1/31 to review all 48 bills to cross reference what I should have been charged. As they have been charging me for Unit 2312 and not my unit 2301. I called today for an updated and the lady explained the case was closed and no on reviewed my account. the balance on the account is $822 which is not my balance. Please help me get Duke Energy to review and correctly charge my account for the last 48 months. Thank you for your time, ****
Business response
02/07/2025
We contacted the customer, and we are addressing all their concerns. We explained our process and apologized for any inconvenience. Several departments are collaboratively working to come to a satisfactory resolution with this customer. The customer has the direct contact information for the appropriate contact and was notified this will take additional time to process the necessary corrections. At this time, we are closing the complaint. Please let me know if you have additional questions.
Initial Complaint
01/28/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I just started service on 1/25/25 and a few days later I received a bill. I haven't even had the service for a month and I have a payment due on 2/11. Then I had to pay $60 for a box because I live in a new apartment. They guy on the phone told me I can pay it on a payment plan. The woman I spoked to today 1/28 told me they don't offer payment plans and I had until the 1/24 to pay the bill in full. This is unfair because I shouldn't be penalized because I live in a new development. Then they have my name as *****. When I first seen my last name was wrong. I called back that same day. Now why has my name not been changed? Why did the *** even put ***** and I spelled my whole name for him. It's been a week and my name has not been changed. These companies are a rip off and charging hard working people all these high prices. Then I signed up for the $50 plan but I see $60 plan instead. They telling me you paying $10 for WiFi. That was not discussed on the phone with the *** at all. These calls are recorded right. Please pull up my phone call from 1/17. I called twice. I'm highly upset when I signed up I was told one thing. Now I have service I am being told something else. That the scam to lure you in then change things. Don't nobody have money to be paying all these different prices.
Business response
01/31/2025
We have attempted to call the customer on 3 different occasions at ************ with no success. We are closing the complaint due to no response.
Customer response
01/31/2025

I am rejecting this response because: stop with the lies. Do you know technology can show me when you called? You did not call me 3 times and I have the phone log to prove it. The 1st call was on 1/29 at 9:06 a.m. How do I know who was calling? You did not leave a message or a return number to call. I then have a missed call yesterday at 11:26 a.m. with a voice message stating ya'll tried to call 3 times and will let the BBB know. There also wasn't a number to return a call. If I don't answer it's obviously that I'm busy. There is a reason for a voice-mail is to leave a name and number. That way I can return a call.

Business response
01/31/2025
We contacted the customer and determined the concern is for a different company, not Duke Energy. The customer was advised to locate the correct company's information. We are closing the complaint.
Customer response
01/31/2025

Better Business Bureau:

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

Thank you.

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