Complaints

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

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• 

  Duke Energy Carolinas

  9700 David Taylor Dr Charlotte, NC 28262-2363

  
• 

  Duke Energy

  425 Fairforest Way Greenville, SC 29607-4437

• 

  Duke Energy

  461 Winston Rd Jonesville, NC 28642-2243

• 

  Duke Energy

  1636 Pearman Dairy Rd Anderson, SC 29625-2008

• 

  Duke Energy

  664 Issaqueena Trl Central, SC 29630-4434

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:05/02/2025

  Type:Customer Service 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.

  As a customer of ********************** in the ********************** for the past 14 years, I was disappointed to learn that the ************** program is only available to select customers in specific locations. This program, which provides opportunities to upgrade to more energy-efficient systems with costs covered through utility bills, rebates, and financing, is a valuable initiative.However, it is unclear why such a beneficial program is not made available to all customers across your service areas. I respectfully request clarification on this limitation and encourage Duke Energy to consider how such programs could be more equitably accessible to all customers, not just a select group.While I commend the concept and value of the program, I believe it would be far more impactful if offered more broadly.

  Business Response

  Date: 05/05/2025

  The customer reached out to our customer service department for assistance and his concerns were forwarded to the Products and ****************** for review. The customer will receive a response from that department regarding the information. We are closing the complaint. Please let me know if you have additional questions.

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service 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.

  Details are in the attached documents including filing a complaint with the ************************** and the *** who suggested filing with the *** since the big company Duke Energy committed a personal information ********* breach. This is against the law but yet we as consumers and customers both dealing as executor for a relative who died which is the source of the data breach and our being a customer in SC. We have proof of the ******* breach and spend hours and hours trying to resolve and get some sense of responsibility and accountability from DE - to no avail. Tried to resolve through Duke Energy who at one point with one of the families they shared our PI with - were accused ourselves of committing fraud by DE until that family contacted us to share since they recognized something was wrong. We filed appropriate paperwork with DE for the deceased's account so it has been a comedy of errors - not funny. It is complex for sure but no one in management ever worked with us or tried to resolve with even a simple "we regret this data breach occurred..." It is the principle of DE breaking the law that we try to get some action that would make DE takes accountability for their business practice that is flawed. At this point we hope the BBB can get some appropriate response from DE as we doubt we are the only persons having experienced this or just "lucky" that we discovered their breach. We are happy to discuss with anyone who cares to contact us and/or hope the attachments help to further clarify the sequence of events and the real problem - the data breach where no accountability has been enforced. Thank you for your time and help. With respect and appreciation, *** ***** and ***** *****.

  Business Response

  Date: 05/02/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

• Initial Complaint

  Date:04/26/2025

  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.

  We initiated contact with Duke Energy on March 28th to switch our service into our name after purchasing the property/home at *****************************************. We waited on our first months bill. On April 24, Duke Energy shut off our power and told us notice was sent to the former owner. We called them on April 24 and the manager assured us that the switch from the previous owner to us would be expedited. On April 25th we called Duke Energy again (day 2 without power) and were told they would not be able to resolve this until next Tuesday at the earliest. We have a total of 6 days without power minimum before power can be restored. Duke Energy was negligent and inept in shutting off our electricity and did not call us back or give us notice.

  Business Response

  Date: 05/05/2025

  The customer contacted **************** on 02/18/2025 and 03/28/2025 to request service. When there is a high outstanding balance at an address, we require proof of ownership or a rental agreement to verify the new responsible party before establishing service in a different name.
  
  The documentation was not received, therefore service remained active in the previous occupants name.Unfortunately, service was disconnected on 04/24/2025 due to an outstanding balance from the previous account. The requested proof of ownership was received on 04/25/2025 and service was started in the customers name.

  We apologize for the inconvenience and confusion. Thank you for allowing Duke Energy the opportunity to research this matter. 

• Initial Complaint

  Date:04/25/2025

  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.

  This is regarding the Customer Assistance Program that I was deemed eligible for starting Jan 2nd, 2025. I received notification of eligibility by email on Jan 2nd and disenrolled myself from the budget billing program the same day. I reached out to Duke Energy's customer service and they opened a case with the 'CAP team" to add the credit onto my account. This was not done for my January 7th billing statement since they claimed it takes 30days for an account to show it's not enrolled in budget billing. However, when my February 7th bill was generated, the $42 cap credit still was not applied, even after I received another email notification on February 6th showing I was approved for the CAP program. I reached out to customer service again and the ************************ multiple times in between this and more tickets were opened up to ensure it would be corrected before my March bill was generated. However, again when the March 7th bill posted it did not include the $42 cap credit. I was told multiple times and it has been documented that the *** team stated there was an issue with these credits automatically applying to customers' bills, and that this would be corrected and manually back dated for the months of eligibility. However, when I received my most recent April 7th bill there was only one $42 cap credit, and when I spoke to leadership in the Residential Complex department he stated there was no way to retroactively correct the error, even if it was Duke Energy's wrongdoing. He also claimed my account wasn't verified by the CAP team until March 11th, even though this process was started back on Jan 2nd. Duke Energy's entire team has displayed a huge lack of miscommunication and deliberate delay in processing the awarded financial credits I was already approved for which did not appear until months later, resulting in higher bills that I was expected to pay while my account was not longer enrolled in budget billing.

  Business Response

  Date: 04/30/2025

  We contacted the customer and addressed their concerns; we explained our process and apologized for any inconvenience.  We are closing the complaint.

  Customer Answer

  Date: 04/30/2025

   
  I am rejecting this response because:
  These alleged procedures are not disclosed when informing customers about the CAP program. I unenrolled myself from budget billing before my January bill was generated, which supposedly doesn't count and could have been disclosed to me when I contacted customer service to confirm when the CAP would go into effect.
  

  Business Response

  Date: 05/05/2025

  CAP enrollment is initiated at the time of Pledge Payment being received (Which may be different from when the pledge was placed on the account).   The delay was outside of that for a customer's enrollment due to:
  The Customer was enrolled in Budget Billing Plan - we have to wait at least 2 billing cycles from the time of *** removal in order to enroll (This will allow the *** final balance to print). The January 8th Invoice shows that Budget Billing Plan was removed.  The April 7th Invoice shows that the CAP Credit Discount was added to their invoice.  - They will receive this credit for twelve months. 

   

   

• Initial Complaint

  Date:04/24/2025

  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.

  Hello,My name is ****** ******, my Duke Energy account number is ************. I am reaching out in need of assistance against Duke Energy. I called to try to be put back on an installment plan, which I take full responsibility of defaulting on the last installment plan. I experienced a gas and water leak in my hot water heater in my home that caused me to have to pay thousands out of pocket to get fixed, while also having to pay for hotel for 4 nights for me and my children due to the gas. I was told by a representative name *** that I could not be set back up nor were there any options for a disconnect extension and he provided me with numbers for assistance but some werent even for this county. Ive been unable to get any help from anyone in addition to my landlord not willing to reimburse me for what I paid for repairs, but I am in desperate need of assistance in getting another installment plan set up for Duke Energy that can be spread out over 12 months so that I can maintain. Every time I call the customer service number they arent much help. I need someone higher up to contact me

  Business Response

  Date: 05/09/2025

  We have contacted the customer and addressed her concerns through the North Carolina Public Staff, and the customer is now satisfied.  Please let me know if you have additional questions.

  Customer Answer

  Date: 05/10/2025

   
  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. 
  

• Initial Complaint

  Date:04/24/2025

  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.

  about 3- 4 weeks ago duke energy didn't do what was supposed to be done they were sawing trees down to the roots and hauling it away in my neighborhood except me because it was quitting time 5:00 pm so they left never came back and said job was completed

  Business Response

  Date: 04/28/2025

  We have contacted the customer and addressed her concerns, and the customer is now satisfied.  Please let me know if you have additional questions.

• Initial Complaint

  Date:04/18/2025

  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 requested my smart meter be replaced with the Manually Read Meter (MRM) pursuant to Duke Energy's "Smart Meter Medical Opt-out program." I previously supplied Duke Power with the required documents, to wit: notarized "Physician's Verification Statement," and "Medical Release Form." This information is on record with Duke Energy.The original forms were supplied for the address I lived at the time (*****************************************************). I moved to my current address (********************************************). The $150.00 fee to "Opt-Out" is to be waived for a medical opt-out. The fee was originally waived at the ****** ***** Address. When I moved, I was told that I could not have 2 medical opt-outs; therefore, the manual meter was removed at ****** ***** and installed at the *********** address.Since the manual meter was installed, I have received a fee on my billing statement for $150 on each statement since bill statement dated 12/18/2024. I called Duke to have the charge removed and was told it would be removed. However, it was not removed from the next statement. And each month, I call Duke Power and am put on hold, transferred back and forth, and told the $150 would be removed. As of my current bill dated 4/10/2025, the $150 has not been removed. Along with my current bill, I also received a "Disconnect Notice" stating my service will be disconnected if payment is not made by May 13, 2025.I want the fee removed immediately. And I want to stop being harassed.

  Business Response

  Date: 05/07/2025

  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

  Date:04/15/2025

  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.

  Duke Energy is charging us hundreds of dollars per month and the electricity goes out all the time. Our electricity is out right now and we cant make dinner or anything and it says it will not be on until 10 PM tonight.

  Business Response

  Date: 04/23/2025

   

  Thank you for reaching out to Duke Energy.

  We understand the frustration regarding frequent outages the customer has been experiencing.
  To address this matter, a work order has been submitted for further investigation.

  Please note that this process may take up to 3 business days to complete.
  We apologize for any inconvenience this has caused and appreciate the customers patience while we investigate this issue.

  
  

• Initial Complaint

  Date:04/15/2025

  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.

  On 4/14/2025 we called Duke to cut power from the pole to our home's meter box (at the time we also set up for a line upgrade). We were told someone would be out on 4/15/2025 between 8am-10am EST to do what we asked. 4/15/2025 we drove to the house and waited 3 hours (8am-11am) for someone to arrive, only to find out a tech arrived at 7:30am when NO ONE was at the residence (we are unable to stay in the home right now because it is without power). Apparently whoever took down our initial request messed up and said the meter head just needed to be disconnected. The fire department already pulled the meter head when the breaker box overloaded, so nothing was done and the tech left before anyone else even set foot on the premise to talk to them. We then proceeded to play phone tag with Duke energy for the next 2.5 HOURS trying to get them to send a tech back out to do the job we initially requested they do. In the process, **** ***resentatives:- choose to argue with us about whether or not power needed to be disconnected at the pole, saying it didn't need to be (even though our electrician told us otherwise). I cannot stress enough how dangerous that advice could have been for someone who didn't know better.- argue with us about whether or not we initially requested the power be disconnected at the pole (I was there for the phone call, and can confirm that is exactly what we requested multiple times on 4/14)- promise us that someone was coming out only to find out an hour later they decided not to send anyone because the *** that told us they were sending someone decided that they didn't need to fulfill our request We eventually had to escalate to a supervisor. It's been another 2 hours and still no one has been sent out to service the address as requested. **** ***resentatives have been nothing short of condescending, incompetent, and difficult to work with. This shouldn't be as hard as they've made it, yet here we are.

  Business Response

  Date: 04/24/2025

  We have contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience.  We are closing the complaint

• Initial Complaint

  Date:04/15/2025

  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 called around January 12th 2025 to cancel my services on January 16th 2025 as I had no need to transfer them. On February 16th, 2025, I received an email saying my services were stopped. I called to inquire why my services were stopped 1 month after I left and was informed that the inputed stop services date for my account was for February 15th. I told them that was inaccurate and asked if they could pull the call to verify that information. They created a case#- ********** and informed me someone would be back with me in 7-10 days. When no one reached back out, I called again on 3/3/25 and was informed that it was never submitted because they got a piece of information wrong and it needed to be resubmitted. Upset that no one reached out, I still agreed to submit a new case and the *** informed me it would only take 3 days for someone to reach out to me for this new case (#**********) as it would be expedited. It is now 4/15/25 and I have yet to hear from anyone from Duke Energy. As I sit on the phone with them, I am typing this up as I have been told no one sees an update this far. This is beyond unacceptable. This is gross negligence and I expect this to be rectified immediately, and a formal apology for their neglect. Is this task takes longer to completed, I will be seeking a monetary payment for the stress this is causing me. I am scared each day that this will affect my credit score somehow, which new shots right above a 715.

  Business Response

  Date: 04/17/2025

  We have contacted the customer and addressed her concerns, and the customer is now satisfied.  Please let me know if you have additional questions.