Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duke power is overcharging me for my ****. I want someone to look into this

  Business response

  01/13/2025

  We have attempted to contact the customer 3 different occasions at ************ with no response.  We are closing the complaint due to no response

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Three seperate times I have called Duke to report the arching of a powerline to our property. The first time occurred around 11/25/24 and it started a fire on our property that theFire Department had to put out. This occurred while contractors were working on the line. The second time was on 12/18/24 and arching occurred all throughout the prior night and I was told they would send someone to check the lines and trim the trees. The third time was today 1/6/24 and I told customer service it had happens when the wind blows harder and she again said she would make this an urgent ticket so someone could come look at the lines. Approximately 5-10 minutes later, I was told a rude lady called and told our staff member that answered that the ticket had been closed and power was on. Our staff member said she should talk to me since I handle the Duke account and the lady said no, the ticket is closed and hung up. I fully expect the arching to occur again and am amazed at the lack of resolution and care for safety that seems to have been demonstrated so far. There are children that board the school bus right near where this arching has been occurring (accross the street from *******************************). Just look for the prior burn area and you will be in the right place. We also have not yet heard anything back on our insurance claim filed related to the November fire. ******* Claim #4A2411S9VHX0001.

  Business response

  01/14/2025

  We had someone visit the site on 1/7/25. Our contractors have been scheduled to trim a pine tree near the line. A response letter has been sent to the consumer regarding the claim filed.

  Customer response

  01/14/2025

  I am rejecting this response because they have rejected our claim for reasons that don't appear to be based on the facts. See my appeal attached.  I accept that they are performing the tree trimming.  
  

  Business response

  01/17/2025

  The customer filed an appeal on 1/14/25, and we responded. Our position has not changed, and the denial stance was upheld.

  Customer response

  01/17/2025

   
  I am rejecting this response because:  
  

  Their rejection of the appeal is made by the same biased party (Duke) that appeared to have provided the results of the first investigation that was simply wrong.  They are unwilling to accept responsibility for what most people I think would see was a fire that was caused by them and could have been prevented by them.  This in my mind is the definition of negligence, and it wouldn't be too big of a deal if they would just fix the issues they caused from the fire.  See attached for more details.   

• Initial Complaint

  01/06/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On January 4, 2025 I received a bill from Duke Energy claiming I didnt pay $59.46 and this amount was due on December 27, 2024 in which case I paid in full on this date. In which case I used Duke Energy Speed Pay Voice automated payment system. The billing invoice I plan to attach will show that Duke Energy is billing me for the billing amount of $59.46 and new bill amount of $86.56 in which case I would like to dispute also. Last year I was on Medical Leave and used my stove to prepare food in which I increased last year. On this year I wasnt on Medical Leave and Duke Energy has calculated the billing amount mimicking the last year billing amount. I am asking that Duke Energy send a Technician to this residence at no cost to me to check the meter attached to my residence. Whoever works in the payment processing facility needs to be reprimanded for overlapping billing. Every time I pay my bill for the last six months their system has shown a new bill overlapping and never tell me that the balance is ZERO accept through their Speed Payment System. Ive dealt with this for approximately 6 months now. There are individuals who would appreciate employment opportunities who are more experienced and willing to do a job explicitly to help manage their customers bills than those currently working in the payment processing system.

  Business response

  01/17/2025

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

  Customer response

  01/18/2025

   
  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.   I will remain in contact with ***** at Duke Energy if any additional issues occur moving forward.
  

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Duke energy issued my bill that is Jan 3, 2025 and amount due was *******. Monday Dec 23 I logged in because our disconnection date was Dec 26 and found a bill totaling *******. There were no updates on my account stating where the additional balances had come from. Tried to get assistance with an installment plan but they continued to say we had met limit for plans allowed. How is anyone expected to pay ******* unexpectedly. They claim that these were old accounts transferred over to current account. Acct# ending in 2169 When we left that address there was no outstanding bill. From August 2017 through March 2021 our son was under medical care. He was born 24 weeks we . He has had a disability due to low birth weight since he was born.I also found final bill received for that address which was $446.68 that was transferred to Duke Energy account ending in 7599 and from this account the balance transferred over to where we currently reside was ******* which makes us due for $2899.00. There is no record of the $6232.00 that was adjusted.We want to pay what we owe and resolve this matter, but we want to resolve it fairly. We are a middle-class family and exhausted the savings we had for repairs to cover damages we lost during Hurricane ******. One of them being our car that was totaled. we should only owe $2899.00. I have yet to receive from Duke Energy the statement of account for the extra $6232.00 added on. My son has to have his nebulizer breathing treatments during the winter months. Failure to do so could put him in the hospital. I can provide an official medical note from the ******** ******************* respiratory specialty clinic. my wife was in the hospital due to a high-risk pregnancy and I also lost his job during that. we would like a thorough investigation and proof that all or part of the additional $6232.00 balance belongs to us.We would also kindly request in good faith an installment plan to cure this debt after review of the balances.

  Business response

  01/10/2025

  The customer filed complaints with both the ********************************************* and the ********************************* (****). In filing the complaint with the ****, this matter has escalated above the BBB complaint, and we are closing the BBB complaint. The customer's complaint was investigated and addressed via the ****. Please let me know if you have additional questions.

  Customer response

  01/12/2025

   
  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

  01/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We making my arrange payment on time with Duke energy. When the balance was paid off the company decided to turn my account over to collection and add it to my credit report. Thas Bias to have a customer paid on the account faithfully for months and just when you about to pay the account off in full you decided to hand it over to a collection agency who then added it to my credit report. I am disabled and on A budget and to ruin my credit for such a small amount is a disgrace

  Business response

  01/10/2025

  We have attempted to contact the customer 3 different occasions at phone # ********** with no response. The customer voicemail is full, and we are not able to leave a message.   We are closing the complaint due to no response.

• Initial Complaint

  01/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Attempting to contact my "your Spending Account" to discuss a discrepancy, I call the number provided on the document.THREE TIMES I am told they can't find my account when I provide the requested information, then they provide a number to call which is the SAME number I called. I am a duke retiree associated with the pre-tax spending accounts for medical bills. I have spent over an hour on the phone going around in circles and once was disconnected by the automated response system. I asked for a good number to get to someone who could help and was told the number they gave (which said previously was wrong) is the only one they have. This is unacceptable. i would like a way to contact someone who can help resolve this problem. Am told my account can't be found. Letter I am responding to is dated 12/25/2024. One week later, my account can't be found by the providers. The person I was speaking with identified herself as "*******". Was just given the number I was told to be incorrect as the correct number, again. (fourth time) 1/1/2025 @ 1056hrs.

  Business response

  01/06/2025

  We have attempted to call the customer 3 different occasions at ********** with no response/success. We are closing the complaint due to no response. 

  Called on 1/2/24 at 8:52 am left a voicemail 

  Called on 1/3/24 left a voicemail 

  Called on 1/6/25 at 2:44 pm left a voicemail. 

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around October 31, 2024, a Duke Energy truck crossed the backyard of my property and ran over my septic tank, imploding the tank and subsequently becoming stuck in the septic tank. Duke Energy called a wrecker to dislodge their trucker. That wrecker (tantamount to an 18-*******) ran over a septic line and damaged the line, destroying my lawn in the process. The Duke Energy workers gave me the name of their supervisor, ***** ******, who said that he was going to assist me. In addition, I filed a claim with Duke Energy (Claim #4A2410ZM152-001) and emailed ******** ***********. I informed ******** that I had damage, including tenants in the property who were upset and refused to pay rent as long as the lawn was damaged. ******** informed me that that there was NOTHING she could do. Therefore, I contacted ***** ******. ***** contacted a contractor named ***** ******* to repair the septic tank. ***** ******* sub-contracted with ********** to make the repairs. On December 5, 2024 (more than a month AFTER the incident), BLS finally came to repair the septic tank. HOWEVER, the new septic tank was not covered properly and a crater/indention has formed around the tank, causing a trip-risk and a potential liability for me with tenants. I contacted ***** ******* on Wednesday December 18th about the issue. There has been no response. I have signed no paperwork with Duke Energy, ***** *******, or BLS Septic. My concern is that they did a shoddy job and left no paper trail. 1) I would like for the BBB to contact Duke Energy to document my experience. 2) I would like for the BBB to contact ***** *******/ BLS to complete my septic tank repairs. 3) I would like for BBB to help with other financial claims from Duke Energy that resulted from them damaging my septic tank at my rental property located at **********************************************CONTACTS ***** ****** (Duke Energy)- ************ ***** ******* (Contractor)- ************ ****** (BLS Septic)- ************

  Business response

  01/10/2025

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

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Typical utility corp, no"customers," they have "users." If you email, call, use online acct chat, etc. ALWAYS "you need to go to website and search and in particular read our "energy saving" info will be stated. Very self serving. 18 of the last 21 mos (attached) **** rated me as being better than an efficient home. Duke graphs attach. The other 3 months? I only TIED efficient homes, even with repairs on system during one!! So, why all this explanation? Power bill went crazy for December. The highest $$/day in power usage in YEARS! Even the Jan that we had a low of 7 degrees. I keep $$ info (for years) for budgets. ( Note, I use $$/day while **** plays with monthly billing. I do such because ***** definition of month can vary by 6 days.) I contacted this monopoly (yes, not having a choice is a MONOPOLY) 3 ways. See timeline attach with details, notice that my email sent thru Duke acct took 7 days to get a reply. Nothing helpful and NO offer of help or for **** to check their end! One did state that a "signal" was sent to my meter and the result was that nothing was wrong on ***** end. Wow?? No one ever set foot on my property. A magical signal! In seconds it searched and checked everything (from the main line on top of the pole, to the line running from the pole to my home, to the hook up of this line to meter / house from the pole) etc, etc & all else that could cause overcharging by ****?! As mentioned in the email contact to Duke, I have ran my heat on 69 deg in day and 64 deg at mite. With this debacle I have lowered nite to 63. In my seventies I do not look forward to that. Anyway, to cover bases, I called out ****** Heating/Air to check things out. Results? System 100% on spec! More $$ wasted on my part because of the Duke monopoly! Thanks for nothing **** as you have totally ignored this situation.

  Business response

  01/13/2025

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

  Customer response

  01/14/2025

   
  Better Business Bureau:
  
  Reviewed response by business in reference to complaint, and find resolution by **** is an insult. **** clearly stated that **** is done with this and has closed the complaint!  As I have stated before, and this very **** "we are done" statement by **** proves my point ... **** does not have customers, they have users! And NO, my concerns were not addressed by ****. Nothing "explained." It took a BBB complaint to get a meter checked! The employee who came out to check the meter ... I tried to relate to him that this was not on a whim.  I said that this was a SUDDEN TOTALLY UNEXPECTED SURGE to a record setting power bill for ME, which I had already made Duke aware. He replied "need to get heat checked." I said done wks earlier. System tested at 100% on spec!!! I further explained that ****** *******,in 2023, had came out and did upgrades/updates to plumbing, hot water heater included, etc and handed me a bill for over $8,000. He replied that "**** has miswired a hot water heater before." To which I replied that if mine had been miswired in 2023 and it was now 2025, surely this would reared its ugly head way before now. I said to myself "no more." Why try to be polite. Why? So I just shut and let him be to do his menial task. Look at his previous statements. For everything I said positive for conserving energy he had something negative to divert the problem away from Duke Energy back to me.  ****** very **** statement very clearly sends a message...it is NEVER Duke's problem and users should never bother Duke!

  Bottom line, **** has closed the complaint! So be it! BBB needs to close it also but it should be notated that complaint closed with dissatisfaction on my part. I am done dealing with a monopoly's arrogance! If I have any future issues with a monopoly utility, there are other avenues to pursue. I thank the BBB for their time and efforts! This now CLOSED with Dissatisfaction!!

  
  
  Thank you. 

  
  

• Initial Complaint

  12/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I initially filed a complaint in August about an installment plan not being set up twice. After not accepting the first response from Duke Energy, I did receive a message stating that if I paid 50% of the past due balance, the remaining balance would be set up on an installment plan. The message also stated that a notation was made to my account to reflect this. I have reached out to Duke Energy and was told twice that no notation was made to my account. My account is now scheduled for disconnection once again on or after 1/2/2025. Times are hard, and I am a single mom and very concerned about my children being cold and in the dark. I can pay the 50%. I would like to be able to set up what I was previously told could be set up.

  Business response

  12/27/2024

  We contacted the customer with no success. However, the customer contacted customer service and was assisted with available options for the account. We are closing the complaint.

  Customer response

  12/28/2024

   
  I am rejecting this response because:
  The option that I was previously given after the first complaint was not noted on the account and I was therefore unable to get things set up. The option that was given to me after this complaint was not helpful at all. I was told that I had to pay just about the entire balance.I think it was like $30 less than what the account balance is before I could set up an installment plan. Why would I need to set up an installment plan for $30? All of this because of a glitch in their system obviously where the initial installment plan was never set up and then it was made to look like I missed the installment payment. Its obvious that theyre not going to work with me on this. 
  

  Business response

  12/30/2024

  I try to reach the customer again this morning, was not able to speak with customer but did leave a voicemail. 

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My bill is due January 13, 2025, of ****** to Duke Energy. My payments are up to date. My issue is I contacted Duke Energy at their phone # ************ about why my bill is 221% higher, nothing has changed. I rent at an apt. complex here in **********, **. For 7 years my bills are consistent between ***** - 85 dollars. I already called maintenance here, he came in and said he checked the meter, it seems to be running normal like everyone else and nothing looks out of the ordinary (theft?), really, running normal for a couple of seconds he looked at, that must be policy. Anyway, he checked all utilities inside apt. meaning visual and just touch, no testing of electrical, HVAC, hot water heater, stove, refrigerator, thermostat. He said everything is fine and wait until next bill, really, another month could go by and be worse, So, I contacted Duke Energy several times and spoke to several representatives and a supervisor, they all told me the same thing, Duke Energy does not come out, everything is computerized, we have analyzer, I rent not own, so the **** told me I had to hire an electrician in order to proceed or to investigate. Are you kidding me? and I said I am disputing this bill because it is wrong, personally I think it was some theft. The **** told me that if I don't pay the whole amount, they will cut off my power. No one is doing nothing about it, someone needs to come out and check their meter and do a house call in person and do an electrical check, I should not have to pay this, how can I, I am **********. Meanwhile I am checking with an government agency to see on what to do, I do believe I am at a start of a run around, someone please do their job, I always pay on time for the last 7 years and to be talked to like this is not right, I should not have to hire an electrician, since I rent, maintenance has checked, I don't know what to do. Please help me, I don't understand! I shouldn't have to pay this ******, duke can adjust bill after electrical test

  Business response

  12/20/2024

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

  Customer response

  12/20/2024

   
  I am rejecting this response because: a Duke Energy employee needs to come out and least check their meter to see if it is malfunctioning or needs repair. A computer reading a meter instead of a person when something goes wrong with the meter. is their policy. Can a computer come and access that. You need a person. I have never had this type of an issue, ever, only to be told its computerized and the meter is working fine, is just lazy. It would be nice to see someone come and check their meter, or this high bill I currently have to pay could continue without resolve. 
  
  

  Business response

  12/26/2024

  We contacted the customer and addressed their concerns. We explained our process and the customer understood the information. We submitted a request for a meter test to be completed within the next few days. The customer will receive a letter with the results. The customer will work with his property manager for any internal issues. We are closing the complaint.
  

  Customer response

  12/26/2024

   
  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. 
  

*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. ↩