Complaints

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

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• 

  Duke Energy

  EA 025 149 E 4th St PO Box 960 Cincinnati, OH 45201-0960

• 

  Duke Energy

  PO Box 960 Cincinnati, OH 45201-0960

• 

  Duke Energy

  1000 E Main St Plainfield, IN 46168-1765

• 

  Duke Energy

  424 Gest St Cincinnati, OH 45203

• 

  Duke Energy

  593 Todhunter Rd Monroe, OH 45050

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:03/07/2025

  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.

  As a veteran, I have attempted to resolve the customer service issues and billing to no evail with Duke. I need a member of leadership to contact me with answers of why the billing is so high!

  Business Response

  Date: 03/10/2025

  Good morning,
  
  Our records indicate that the customer does have a significant increase to their usage every year during the winter months. All billing has been based on actual usage for this location. Along with the increase to the usage, the customer continues to carry over a balance that is currently set up on an installment plan. The customer owes their monthly installment charge, along with their actual billing for gas and electric services.
  
  Unfortunately, I was unable to reach the customer regarding their concerns; however, a voicemail was left letting them know that their billing increases every year during the winter months because their usage increases significantly. They were advised that they are also on a payment plan, which has a monthly installment charge due in addition to their current charges. Lastly, he was advised that because we are a regulated utility, we cannot offer rates or discounts on bills. He was advised he can contact 211 for financial assistance options, if needed.
  
  Thank you,
  
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:02/27/2025

  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 am not liable for this debt with Duke Energy. I do not have a contract with Duke Energy. They did not provide me with the original contract as i requested. It is also listed twice on my Credit Reports for two different amounts.

  Business Response

  Date: 03/03/2025

  Good afternoon,
  
  Our records indicate that the complainant had two separate services in their name at this location, one for gas and one for electric services. Gas and electric services began effective 9/21/2021 and stopped as of 4/20/2023. Gas services had a final balance due of $2,030.05 and electric services had a final balance due of $2,739.33. All requests for services are done verbally when the customer contacts us to start and/or stop service. If the customer believes this account was opened in their name fraudulently, they will need to follow the process for identity theft by calling ###-###-#### or visiting www.ftc.gov. At this time, there have been no discrepancies identified, and no changes will be made.
  
  I was able to reach the complainant about his concerns and provided him the information above.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:02/25/2025

  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 my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. 10 DUKE ENERGY ACCOUNT no.: **** DATE OPEN: 04/01/2024 BALANCE: $834.00

  Business Response

  Date: 02/27/2025

  Good morning,
  
  Our records indicate that the customer had services in their name from 3/28/2022-1/31/2023. The last payment made toward the account was on 12/27/2022 for a partial payment toward the balance that was due at that time. A balance began accumulating with minimal to no payments beginning in October 2022 and the last payment received was on 12/27/2022. The balance is accurate and based on actual usage. As the account stands, the balance will remain $834.28 and will not be removed from collections until paid.
  
  There is no record of the customer requesting a move out order prior to 1/31/2023 and if services were in their name fraudulently, they would need to go through the process of filing for identity theft. The customer can do this by calling ###-###-#### or going to ***********.
  
  Unfortunately, I was unable to reach the complainant regarding their concerns and was unable to leave a voicemail due to a full mailbox.
  
  Thank you,
  
  Amber
  Midwest Consumer Affairs

• Initial Complaint

  Date:02/24/2025

  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.

  Over the last year my energy bill has continued to increase to an insane amount based on my "energy usage" that has been collected, yet I have not made any changes to cause any fluctuation whatsoever. My bill has continued to increase over the last two years. When I call to discuss why my bill is obscene when I live alone and have gone out of my way to use the suggestions they have given me to see a decrease, they can't explain either. They verbal break down what is written out and suggest payment options. Say they are escalating the case without ever giving any follow up. When I ask for it in writing, they "refuse without a court order" but claim it is saved in their system. I have now had two conversations with customer service representative's supervisors who can only suggest payment options and tell me to use less when they agree I use very little as is. The information on my bill is also inconsistent without explanation, specifically the kWh that has been collected. On the same bill I received this month, there is a 2,148kWh difference between what was collect and what I am being billed on, but can't explain why, agree it does not look correct, they "flag it internally", and never follow up. Last year when I reached out about my bill climbing up to 2x what the families are paying living around me in bigger homes, I was told it was due to having a 3rd party contractor added to my account without my knowing, along with being in their budget billing program. I took off the contractor and was told it would be $800 to get out that program. I was put on a 9 mo payment plan. This month my bill is almost $400, again with incorrect data they can not explain yet claim its right and how I can pay. When I called today the suggestion was to be put back the program that last year, I was told was the cause of the increase! I feel I am getting scammed- where I live, Duke is the only option I am given for energy. I am willing to give my account information to audit. Thanks

  Business Response

  Date: 03/03/2025

  Good afternoon.  I have reviewed the customer’s account and see that during the winter months, the customer’s usage increases quite a bit.   During the winter months, the customer’s usage usually ranges from around 2,000-2,500 kWh.  The rest of the year, their usage ranges from around 1,000-1,500 kWh.  Since the usage does increase during the winter, the customer’s bill charges will also increase pretty significantly as well.  This winter the customer’s usage is down a little bit from last year.  Another reason why their bill seems higher right now is because they are on an installment plan.   Back in June of 2024, they set up a 9-month installment plan on their balance of $803.22.  When a customer is on an installment plan, they pay their installment amount in addition to their current charges each month until the installment plan is satisfied.  If the customer was not on an installment plan, their 03/07/25 bill would have been $301.07, but the bill was $390.37 because it also included their installment amount of $89.30.   Last year, their March 2024 bill was $331; however, the customer was on Budget Billing at that time.  Their actual charges for their March 2024 bill would have been $427.77 had they not been on Budget Billing last year.  Right now, the customer is not on Budget Billing, they are paying their actual charges, along with the installment plan amount.  The customer will likely see their bill charges around $200-$300 in the winter months because the usage increases significantly during those months.  I called the customer this afternoon and went over this information with them.  They are concerned about how high the usage gets in the winter months, so I offered to have the meter tested.  I have scheduled the meter test for 03/05/25, and it will be completed within 7 days of that date.  I advised the customer if there were any issues found during the meter test, I will call them back directly to discuss next steps.  Thank you. 

• Initial Complaint

  Date:02/21/2025

  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.

  Duke Energy has charged me for a disconnection notice reinstall plan number ************ for $363.83 have never been has been never disconnected at my address. They’re trying to overcharge me I was told I’ll be set up on billing budget after I have paid $377.17 on the due date now they’re sending me a summary of $774.57. This is all incorrect. I spoke to several associate agent at this company. The person by the name of Paul was really rude to me. Did not let me speak to a supervisor asked for a supervisor several time refused to let me do so So I asked them for a correction of my statement for the billing cycle January 30, 2025 and credit my account for $363.83 I need Duke energy to give me a correct bill because this is false information on this statement. my name is ***** ***** ****, **** **** ******** **** ******** ******** ** ***** account number ************

  Business Response

  Date: 02/28/2025

  We reviewed the account for the customer and the account balance is correct. The customer was enrolled in annual budget billing and settled up in April 2024. The settle up balance was $733.96. The customer set up a 6-month installment plan in June 2024. Unfortunately we did not receive a payment by the September due date, so the agreement defaulted, and budget billing was removed from the account. The customer owed a total amount of $727.64.
  
  In October, the customer called in stating that they had mailed a payment and was not aware that we had not received it, so we set them up on a new 6-month agreement. That agreement also defaulted in January because we did not receive the January payment by the due date. The bill was $377.17 due 1/21, however we did not receive the payment until 1/28.
  
  The remaining amount due on the agreement was $363.83 which was added to the current balance. The customer owed $774.57 by 2/20. The customer did pay $363.83 on 2/24; leaving a balance of $410.74 due. The customer’s new bill has generated, and they now owe $699.71 due 3/21. The customer was provided with payment options, and can call to take advantage of those options if needed. 

• Initial Complaint

  Date:02/18/2025

  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.

  Anna Li** was rude when I called in to address the mistake that Duke made ------------------January 13th I called in at 1249 pm to ensure that I would not get a disconnect and that did not happen -----Requesting a credit as veteran. The gentleman on January 13th did not tell me that I had to call back in once I made the payment.

  Business Response

  Date: 02/19/2025

  Good morning,
  
  Our records indicate that the customer contacted the Company on 1/13/2025 to inquire about a bill he had due that day for one of the two accounts. He was advised that a payment arrangement had been removed due to a late payment bringing the full balance due again. He was advised that to reset the arrangement, he would need to be in a disconnect status for that account but could then utilize Winter Rule in the future. The customer advised that he would schedule the payment for the full balance for 2/17/2025 instead.  They then discussed the second account, to which the customer was advised it was already set up on a payment arrangement and that the balance increased significantly due to the increase in the usage for the winter month. He was advised that he could use Winter Rule for a down payment of $175 and that he would have to let the current installment plan default and then make the down payment to reset the agreement for another 9 months. There was no discussion about resetting the payment plan during that call and the customer was advised it would be noted on the account for future reference and no discussion regarding a possible disconnect for the future bill.
  
  The customer then contacted the Company on 2/14/2025 to inquire about the account with the disconnect order. The first agent he spoke with did transfer him to a second agent that could better assist with his questions and concerns. He advised that he had made a payment of $175 and wanted to be re-enrolled in a Budget Billing plan. He was advised that she did see a note regarding the discussion about Winter Rule with the previous agent on 1/13/2025, but that he had not contacted us back to set up the payment arrangement after the payment was made. The customer advised that he was not made aware that he had to contact us back the same day the payment was made to reset the payment plan using Winter Rule. She advised him that she was reaching out to a supervisor for additional assistance to see what options were available. The customer was advised per the supervisor to remake his payment of $175 because the previous payment was done during the last billing cycle and Winter Rule would be set up on the account to start on the next bill because the call on 1/13/2025 was just an inquiry to the arrangement and nothing was set up or used then. He was advised that the payment must be made within the billing cycle that the agreement is being set up on.
  
  Unfortunately, I was unable to reach the customer regarding their concerns; however, a detailed voicemail was left letting them know their complaint was received. They were advised of the information above and that because we are a regulated utility, we cannot offer rates or discounts on bills. He was advised he can contact 211 for financial assistance options, if needed.
  
  Thank you,

  
  Amber
  Midwest Consumer Affairs

  Customer Answer

  Date: 02/19/2025

  The business has failed to address the customer services issue with the fact the agent failed to contact the customer with why the customer had to call in again after making the 175 first payment. 

• Initial Complaint

  Date:02/13/2025

  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.

  Me and my husband move in our apartment in November of 2024. In December we got the electric In my name. When our first bill came in January it was about $460 on a 40 day cycle. We get out second bill in February and it's $766 on a 32 day cycle. We have done everything the same since we've moved in, the only difference is we had some cold weather. I understand that the cold weather will increase our bill but not this much. We also have our deposit we're paying but that's only $182. After calling 3 or more times they explained that the electricity was only $100 more that last month. And after I went through every charge on the bill I realized that I had three different energy charges one for $44, $75, and $360. I'm not sure if the three energy charges are normal but the fact that the bill was $300 more is absolutely crazy.

  Business Response

  Date: 02/18/2025

  Duke Energy reviewed this customer’s concerns.  The service was placed in this customer’s name on 12/2/2024.  The balance on this account is $766.87 due 3/6/2025, which includes a $182.50 installment amount.
  
  When reviewing the account, it was confirmed there are actual meter readings obtained for this location, which indicates the account has correctly been invoiced.  For this most recent billing cycle, 1/11/2025 – 2/11/2025, our records indicate the customer used 4,675 kWh during this time.  Furthermore, looking at the billing details, the account is accurate.  The electric charges of $546.14 includes all associated fees for residential service. 
  
  More information regarding the breakdown of charges and rider fees can be found on Duke Energy’s website at duke-energy.com.

• Initial Complaint

  Date:02/12/2025

  Type:Billing 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.

  Astronomical jump in gas bill unprompted and without warning to customers; customer service unavailable to offer financial assistance. This goes beyond mere usage. Duke has raised its rates and is taking advantage of a difficult time of year for many customers. I would like Duke to lower its rates rather than taking advantage of customers who have limited options for energy providers, and to adjust my bill to a more reasonable payment/repay the amount that I overpaid.

  Business Response

  Date: 02/14/2025

  Good morning,
  
  I have reviewed the customer’s complaint and concerns with their high billing. After thorough review of the account, the usage is in line with previous usage at this location. This customer, however, has only had services in their name since April 2024 and is not enrolled with a third-party supplier like the previous account holder. As the Company is a regulated utility, we do not set the final prices our customers pay. Instead, all rate schedules and pricing proposals must be reviewed and approved by PUCO.
  
  Unfortunately, I was unable to reach the customer regarding their concerns; however, a detailed voicemail was left explaining that rates are set by the Company but must be approved by the PUCO. They were advised that the usage is in line with previous usage at this location, but that the previous account holder was enrolled with a third-party and she is not. They were advised detailed information can be found at ************************* for rate and rider information and they can visit ********************* for third-party supplier information. The customer was then advised that if they need financial assistance, they can contact 211.
  
  Thank you,

  
  Amber
  Midwest Consumer Affairs

  Customer Answer

  Date: 02/24/2025

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:02/12/2025

  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 stay in a 3 room apt it’s only 2 people currently living in my home. My bill is currently to high. Last month the bill was $264 I talked to Duke energy and they said to make sure I didn’t have extra things plugged up. I unplugged almost everything. I don’t run the heat in the back room. I did exactly what they said and more but this month the bill is higher it’s $368.44. I would like for that to be looked into.

  Business Response

  Date: 02/17/2025

  Good afternoon.  I reviewed the customer’s billing and see that during the winter months their usage does increase, which will cause their bill charges to increase as well.  Most of the year I see that their usage is around 500-800 kWh; however, during the winter months, their usage can get around 2,000 kWh and sometimes it can get over 2,000 kWh.  There will be about 4-5 months out of the year that they will likely see their usage range from around 1,200 – 2,000 kWh, and this will be during the colder months of the year.  The peak winter months is when they will likely see usage around or over 2,000 kWh.  Their usage on the bill in question is up a little bit from last year.  Last year, for the same time period, I see their usage was 1,999 kWh.  This year, their usage is 2,241 kWh.  During this bill period, which was from 01/03/25-02/03/25, we did experience multiple days of single digit weather and some days with negative temperatures.  This is likely why they saw their usage increase from the year before.  The gas usage is in line with previous years.  I also do not see any estimated billing, so their increased usage/charges are likely due to this time of the year being the months where they use the most energy.  I contacted the customer this afternoon and went over this information.  They seemed appreciative of the information.  I also offered to have their meter tested to ensure that our equipment is working properly. They did want to have the meter tested.  I scheduled the meter test for 02/19/25 and it will be completed within 7 days of that date.  The customer will get a communication of the results.  If there were to be any issues with the meter, I advised the customer that I will reach back out to them.  Thank you.  

• Initial Complaint

  Date:02/10/2025

  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.

  My former landlord ******* ******* and his partner ******** ******* moved into **** ******* Ave Cincinnati, OH where I lived for almost 8 years [August 2017 to January 3, 2025]. He inherited this property from his parents who are now deceased and his parents were my former landlord. On January 3rd, 2024 I moved out of **** ******* Ave at the request of my former landlord ******* ******* [Jr]. I had already contacted Duke Energy to discontinue both gas and electric service by January 4th. 10 days later I logged into my old account to see the final bill. It was then I seen usage still occurring. This was because your representatives failed to address the fraud occuring and that there were no security codes or pins ever established for Ohio accounts. I know this because a friend of mine who lived in North Carolina had a security code attached to her Duke Energy account. After several calls reporting fraudulent use of my account, your inept customer service representatives finally shut it down completely. I reported that my former landlord and his girlfriend restored my old account by fraudulently pretending to be me so they could use it instead of establishing their own account. I had also contacted my former landlord about where the usage was coming from and he then stated that someone had cut off both electric and gas twice at **** ******* Ave which I then knew it was him and his girlfriend ******** ******* who fraudulently accessed my account because Duke Electric allowed them to do so.

  Business Response

  Date: 02/12/2025

  Good morning,
  
  Our records indicate that the customer did contact the company to stop service on 1/3/2025 effective for 1/4/2025; however, a system error occurred resulting in the account remaining in her name until 1/26/2025. The landlord did contact us to accept responsibility of the charges, and our billing department is in the process of making those corrections.
  
  Unfortunately, I was unable to reach the customer regarding her complaint and concerns; however, a detailed voicemail was left providing her the information above.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs

  Business Response

  Date: 02/12/2025

  Good morning,
  
  Our records indicate that the customer did contact the company to stop service on 1/3/2025 effective for 1/4/2025; however, a system error occurred resulting in the account remaining in her name until 1/26/2025. The landlord did contact us to accept responsibility of the charges, and our billing department is in the process of making those corrections.
  
  Unfortunately, I was unable to reach the customer regarding her complaint and concerns; however, a detailed voicemail was left providing her the information above.
  
  Please let me know if you have any further questions.
  
  Thank you,
  A****
  Midwest Consumer Affairs