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Business Profile

Electric Companies

Duke Energy Carolinas

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 684 total complaints in the last 3 years.
    • 256 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 charges way too much. We keep everything that we can unplugged. Our usage should be very minimal. The agents when we call are always very mean and it takes forever to reach them from the automated system. According to Duke Energy, our usage doubled from a year ago. Duke Energy claims the that because we are on a budget plan and that our usage allegedly went up so we are charged extra.We dont know if Duke Energy even sent out someone to read the meter and if so, was it even from our meter.We are disputing the $200/month bills.

      Business Response

      Date: 03/21/2025

      The individual that filed this complaint is not the account holder nor authorized on account. For security and privacy reasons, we can only assist the account holder. Please have the account holder contact our customer service team directly at ************** for assistance. Our customer care specialists are available Monday - Friday, 7 a.m. to 7 p.m. Thank you!

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased 2 home protection plans that are supposed to be paid monthly with the bill, the bill was behind but I've attempted to catch up the bill the bill at 1073 was extremely high I have made repairs in the home to try to lower heating and cooling cost. Per the last bill I think I've solved the problem. The 1407 *********** Rd has been behind because someone else was suppose to make payments but did not so I'm trying to catch both locations up. Duke Energy is sending letters threatening to drop the plans. My understanding is that the payments came out of the monthly payments. So at the 1073 location I made at least 4 to 5 payments in a month and a half in which the home protection payments should've came out.

      Business Response

      Date: 03/20/2025

      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:03/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 taking off the buget billing and wasn't told about it. An my bill. Went up. An no one couldn't tell me why. I would of pay something of i knew about. So there trying to make me pay the whole thing. To get back. On the billing budget.

      Business Response

      Date: 03/18/2025

      I called the customer this morning and did speak with him. I try to explain his bill and how the budget billing plan works. Customer stated he did not want to talk to me and hung up. 

      Customer Answer

      Date: 03/18/2025

       
      I am rejecting this response because:

      Business Response

      Date: 03/18/2025

      I contacted the customer to try to explain the bill and how the budget billing program (***) works.  The customer said he did not want to speak to me and disconnected the call stating the bill was incorrect.
       
      The customer is on the Quarterly ***.  Account on the Quarterly *** is periodically reviewed every three months and the *** amount may be adjusted accordingly to the customer's usage and bill.  Customers on *** are encouraged to monitor their usage each month to understand their actual usage and charges.  Whether a customer is on the annual or quarterly ***, the *** is removed after two missed payments.
       
      The last payment on the customer's account of $23.00 on 2/21/25 was a returned payment.  The last good payment received was $22.50 on 12/20/24.  The customer has been removed off the ***, and the accumulated difference was added back onto the customer's account to be due.  The current balance is $265.38, due today 3/18/25.
       
      After disconnecting the call with me, the customer contacted ********************** **************** twice to dispute his balance and request a meter test.  As a courtesy, the meter test was issued for the customer.

    • Initial Complaint

      Date:03/17/2025

      Type:Billing Issues
      Status:
      Resolved
      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 file a complaint against Duke Energy regarding an unresolved issue with my credit report and a collection account that I believe is inaccurate and unjustified. I recently discovered that Duke Energy has reported a collection to my credit report for an account associated with an address where I was not living at the time the bill was accruing. I moved out of the residence in question prior to the charges being incurred, and I have provided all the necessary documentation to Duke Energy to prove this, including a copy of my lease agreement showing my move-out date and other relevant documentation supporting my claim. Despite submitting these documents, Duke Energy has failed to remove the collection account from my credit report. Additionally, I was never informed that the account had not been properly closed or that services were not disconnected. I did not receive any notification or communication from Duke Energy regarding the status of the account, which has caused significant confusion and hardship for me in attempting to resolve this issue. I have made several attempts to resolve this matter directly with Duke Energy, but they have not provided me with a satisfactory response or taken the necessary action to correct this mistake. As a result, I am requesting that the Better Business Bureau intervene to facilitate the removal of this inaccurate collection from my credit report and ensure that Duke Energy addresses this issue promptly.

      Business Response

      Date: 03/18/2025

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

      Customer Answer

      Date: 03/18/2025

       
      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. 

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 says I owe $516.00 for my ending bill.However, they decided to go through a 3rd party instead of emailing me about a payment and show me my last billing statement. This wasn't on my credit until I paid my older bill from *************, **. Duke Energy told me I can not pay them the remaining balance I have to go through the 3rd party which told me they would have to run my credit in order to see the bill and charge me a $1.00 Thank You

      Business Response

      Date: 03/20/2025

      We have attempted to call the customer on 3 different occasions at ************ with no response. However, the customer reached out to our customer service and received a full explanation of the account billing and payment history and our process. We are closing the complaint due to no response.

      Customer Answer

      Date: 03/20/2025

       
      I am rejecting this response because:
      I don't see no documentation where the security deposit went towards.

      Then you charged twice for breaking a lease?. I have my lease agreement.

      Also, you charged a little over a $1,000 for clean up. I really did not have any furniture in there or occupied it long enough.

      Especially with mold(a big issue)being in there and insects crawling through the window.

       August rent?

      It should be broken down and highlighted 

       

      Business Response

      Date: 03/20/2025

      Based on the details provided in the rejection, it appears the customer may be referring to a different **********************. We recommend the customer reach out to the appropriate ********************** for resolution.

    • Initial Complaint

      Date:03/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      **** was tring to charge me fraud fees on some property I inherited. **** and the Utilities Commision both said that they would not add those charges to my other accounts. Well in February they added those charges to another account and say they are going to turn my power off if I dont pay.

      Business Response

      Date: 03/21/2025

      The customer has chosen to have this issue addressed via the *********************************. In doing so, this has escalated beyond my ability to assist. We are closing the complaint.

    • Initial Complaint

      Date:03/13/2025

      Type:Billing Issues
      Status:
      Answered
      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 against Duke Energy due to improper billing, failure to disclose fees, and lack of response to my dispute. Despite multiple attempts to resolve the issue, Duke Energy has ignored my concerns and added disputed charges to my new account. Old Account Number: ************ Service Address in Dispute: ****************************************************** Key Issues: Failure to Disclose Fees: I contacted Duke Energy on August 5, 2024, and was told my outdoor lighting service would be disconnected with no further charges. On October 3, 2024, a representative briefly mentioned a lighting termination fee ($174.87) but then dismissed it.Improper ************** of Notice: I was never billed for these charges and only discovered them online. The total disputed amount is $448.20, including a Lighting Termination Fee ($174.87), Current Lighting Charge ($19.80), and Rider Adjustment ($9.73).Failure to Address My Dispute: Duke Energy ignored my formal dispute and instead forwarded my complaint to another department with no resolution. A representative named ******* responded to my emails but failed to clarify or assist.Unfair Billing Practices: Instead of addressing my concerns, Duke Energy transferred the disputed charges to my current account (Account # *************. The ********************** never provided proper notification after I mailed them a formal dispute letter. I am concerned about my current account will be impacted with possible disconnection forcing me to pay a balance that I am not entitled to pay, and possible damage to my credit if this issue is not resolved.Resolution Sought:A full waiver of the disputed charges, assurance that this will not impact my credit or be sent to collections. I have made multiple attempts to resolve this with Duke Energy, but they have failed to respond. Including the initial complaint filed with the BBB last year. Thank you for your assistance. Dr. ******* A. ********-******

      Business Response

      Date: 03/21/2025

      We contacted the customer and addressed their concerns. We explained our process and apologized for any inconvenience. The customer signed a lighting contract that listed the termination information. As requested, we will provide the customer with a copy of the contract. We are closing the complaint.

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently noticed a $265 deposit charge on my account after my service was momentarily disconnected while I was in the process of making a payment. Upon calling customer service, I was informed that a deposit can be charged whenever service is interrupted. However, I find this practice unfair, especially given that I have maintained continuous service in my home for ***************************************************** errors on Duke Energys part.Additionally, I previously paid a deposit when I first started service in 2005, and I have never received that deposit back. I would like clarification on why I am being charged a new deposit and what happened to my original deposit. I kindly request a detailed explanation and review of this charge. As a long-standing customer, I find it concerning that such fees can be imposed arbitrarily, and I hope to resolve this matter fairly.

      Business Response

      Date: 03/18/2025

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

      Customer Answer

      Date: 03/18/2025

       
      I am rejecting this response because Nobody has called me or left any messages to speak with me. 

      Business Response

      Date: 03/19/2025

      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:03/13/2025

      Type:Billing Issues
      Status:
      Answered
      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 file a complaint against Duke Energy regarding an incorrect outstanding balance and the threat of disconnection of my current services. On January 14th 2025 I received a letter from Duke Energy referencing an outstanding balance of ****** for a service address where I have never lived. Upon receiving this letter, I immediately contacted Duke Energy to resolve the matter. I made several follow-up attempts since then, but the issue remains unresolved. After speaking with customer service representatives *****, ******** and ***** it was confirmed my accounts are either paid off or current. I was repeatedly advised not to panic; disregard and continue checking billing statements for update correction. Surprisingly, when I went to pay my current bill I find a notice to disconnect my services. There has be an ongoing problem with many Duke Energy customers complaining about accuracy of monthly bills increasing up to $300. When I noticed a discrepancy on my credit report, it was disputed and removed. Now it's back on my report causing a significant lowering of my credit score. I would also like to note all three credit bureaus are locked due to fraudulent activity. While working for the government ***** of Veteran's Affairs) our systems were hacked and we were granted additional 5-year monitoring. I would like this resolved immediately. I'm requesting the following corrective actions (1) Removal of false balance from my Duke Energy account and credit report (2) An explanation of why my current services are threatened with disconnection despite payment (3) Review of all documented notes and recorded customer service calls. (4) Explanation of how a different account number is merged. Thanks in advance for your assistance. Please feel free to contact me via email or phone if any additional information is needed. Respectfully,***** M. ********-******

      Business Response

      Date: 03/20/2025

      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

      Date:03/12/2025

      Type:Order Issues
      Status:
      Answered
      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 has made me pay the bill of a pass tenant at a house I rented in the passed and just recently moved back too. Since 2024 I have paid over ***** on a bill that was not mine. I sent Duke energy my lease to a home I lived at in another county as well as my utilities agreement for that county. They would not allow me to put the lights in my name until I paid the pass tenant bill. March of 2024 I had to pay ******, 796 in June of 24, and the list goes on and on for a year. Again this is not my bill to pay. I do not know the pass tenant so I was unable to get into the account to see what was all going on. Finally on 3/4/25 I was able to get my lights switched to my name after paying 536 dollars. Now they are telling me I still have a ****** bill leftover. Please help.

      Business Response

      Date: 03/13/2025

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

    Duke Energy Carolinas is BBB Accredited.

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