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:03/17/2025

  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.

  In 2021, when I started service with Duke Energy, I paid a $225 deposit to start service. I was told I would not have to pay anything other than my bill in the future. A year and a half later, when we moved, we transferred service without issue and did not pay anything for the transfer. We moved yesterday and now Duke is telling us that if we want our electricity transferred we have to pay another $180 deposit. Our bill is up to date and current. We have never had the electricity shut off. This secondary deposit is viewed as price gouging and unnecessary. Because Duke holds a monopoly on energy in my area, I cannot go to a new provider. This practice is illegal and we all know Duke has a long history of illegal practices. I demand something is done about this price gouging - residents of this area (and others) deserve better than a monopoly who steals from them.

  Business Response

  Date: 03/20/2025

  Good afternoon,
  
  Our records indicate that the customer’s current account does not have a security deposit associated to it. The security deposit amount is based on the new address’s average bill and is being requested due to the customer’s account history at her current address. The customer has had 5 disconnect notices in the last 12 months, which has flagged her accounts as a credit risk.
  
  The security deposit that was billed to the customer for a prior address was credited back to them when that service was stopped and a credit balance remaining of $19.07 was transferred to the current account on their August 2024 billing statement. The customer is transferring services from an apartment in ** to an apartment in ** and was offered a 3-month payment arrangement on the $140 security deposit if she did not want it billed in full with the first month’s bill. Security deposits in ** are based on the average monthly bill x 1.3 (or 130%).
  
  Unfortunately, I was unable to reach the customer regarding her concerns; however, a voicemail was left letting her know that the complaint was received and if she had any additional questions to contact me.
  
  Please let me know if you have any further questions.
  
  Thank you,
  Amber
  Midwest Consumer Affairs 

• Initial Complaint

  Date:03/17/2025

  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.

  There was a storm at 5:30am on March 15th. There was a pole broken and a line down on the neighbors driveway near our property line. This home is owned by an older woman and a disabled man so we reported it for her. Over and over I called to report this I show over 15 calls. I spoke to an individual at least 6 of those times explaining no one had been out to look at the down wire. I explained how close it was to the home and the real danger it could pose when the power came back on. At about 1pm on the 17th the power came back on for only a moment. It was shut right back off. When we returned home at 4pm the road to our house was closed due to a live wire having caught a mailbox on fire down the street. Later that night about 9pm our power cam on. Wire still in the ground! I called again. They said some person on the crew said it wasn't a power line but she would put the report in again after I insisted. Around 10pm trucks showed up and said yes it was hot and dangerous and put yellow tape around it. It is still on the ground today. No one has showed up! This carelessness is unacceptable and could result in death! The first day I even called the county sheriff to have them report it also. I'm contacting them as well.

  Business Response

  Date: 03/19/2025

  Good morning,

  Our records do show that the customer contacted the Company several times regarding their concerns and Customer Service did follow their correct processes with submitting tickets for field investigations. We do have record that a contracting Company responded and placed caution tape on the wire; however, due to a lack of communication, there was a delay in having a restoration crew dispatched to fix the pole and power line.
  
  This has since been addressed, and all repairs have been made. The customer has been in contact with several Company representatives and was made aware of the situation.

  Please let me know if you have any further questions.

  Thank you,

  Amber

  Midwest Consumer Affairs

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  It took over 36 hours to get anyone to even come look. The next day the Harrison fire station and myself were both told that it wasn't a Duke wire.  They make it sound like this was a small miscommunication.  It was not! I made over 10 calls reporting this, and the wire was live on the ground during several of these. I expect better. I expect more of an apology for the poor service we were provided. I expect them to admit more than that.

  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:03/16/2025

  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.

  I was wrongfully charged on my account by Duke Energy. I was charged for a polite light being lit when that did not happen. I have an electric gas stove that I did not understand how to work. It was not turning on and I smelled gas so I was concerned about a possible gas leak. The technicians came out and informed that I need per to put my covers back in the eye for the stove to turn on and that I had no gas leak and that my stove was electric. On my February bill I was charged $50 extra on my bill. I called a week prior and let them know what happened and was told that it is documented on my account by the technician that he did not light a pilot light. The customer service rep. informed me that he submitted my claim to the back office to get it taken care of. The day my bill was due 3/14/25 my bill was still overcharged $50. I called to let them know and they informed again that the tech did report that he did not light my pilot light and to not charge me. I told the rep that Idid not have the money to pay and that I needed it taken care of. He said he submitted another claim to back office but that I need to pay my bill to not have my services cut off and to call back to be refunded once I paid. I asked him if I could speak to his supervisor and he refused because he was “equipped to handle this situation”I do not have the money and had to use one of my payment extension which I shouldn’t have to use. I am disgusted that duke energy would allow a paying customer to be without electricity risking food spoilage and being cold over a mistake THEY made. If this is not handled by the 21st and my bill extension is not credited back to me I 100% will be sending a cover letter to the CFO of duke energy for property and emotional damages. Further actions will be taken if my this is reported as a late payment to my credit report.

  Business Response

  Date: 03/17/2025

  Good afternoon.  On 03/05/25, I show the customer started calling in about the $50 Gas Pilot Lighting fee.  It was listed on their 03/14/25 bill that was issued on 02/21/25.  The specialist the customer spoke to on 03/05/25 reviewed the service orders from February that were submitted for a possible gas leak or to light the pilot light if needed.  They determined that no issue was found, and no pilot lights needed to be lit.  The specialist submitted a request to have the fee waived. The customer called back on 03/14/25 because the $50 fee was still showing owed for their March due date, which was that day.  The specialist the customer spoke to that day advised that the request had not been completed yet.  They advised the customer that they would update the ticket with why the fee needed to be waived.  The specialist did advise the customer that they could pay their bill in the meantime to avoid being late, and that once the request was completed any credit balance could be refunded back to them.  The customer did want to escalate the issue, but the specialist advised that they could not for this issue.  The specialist could have reached out to a supervisor to see if there was any way to expedite the fee being waived since the customer’s due date was that day.  I’ll submit feedback on this specialist. I have gone ahead and waived the $50 fee for the customer.  The customer no longer owes $135.26 for March.  With the $50 fee waived, the customer now only owes their gas and electric charges of $85.26.  I tried calling the customer this afternoon, but I was unable to reach them. I left a message with my office number, so they can call me back directly to discuss their concerns. Thank you.  

  Customer Answer

  Date: 03/29/2025

  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. 
  Has the company addressed the issues of this dispute? 
  Yes
       * If an offer of resolution was made, has the company fulfilled the proposed offer?
  There was no offer made they just put last month and this months bill on one bill.
  Regards,
  
  ****** ********
  

• Initial Complaint

  Date:03/13/2025

  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.

  Duke energy is always adding these random charges to my bill !! Making my bill $100-$200 more !!!!

  Business Response

  Date: 03/20/2025

  Good afternoon,
  
  Our records show that the customer contacted the company on March 13, 2025, regarding their concerns with their gas bill and the two charges that are being billed. Customer Service did explain to the customer that their account was enrolled with a third-party supplier by the name of *** ****** *** for the gas service on November 2, 2024, and the enrollment was part of the aggregation in the area. The company explained that they received notification regarding the enrollment giving them the opportunity to rescind the offer. Unfortunately, the offer was not rescinded, and *** ****** *** was added to the account. The company also explained that there are delivery charges and generation charges that appear on the bill. The delivery charges are from Duke Energy and the generation charges are from *** ****** ***. The company explained that the third-party supplier charge is not an additional charge and even if they did not have a supplier on the account, they would have been charged generation charges from Duke Energy as well.
  
  A request was received on March 13, 2025, to drop the gas supplier with an effective date of April 1, 2025.
  
  Unfortunately, I was unable to reach the customer regarding their concerns; however, a voicemail was left letting them know the reason for my call. I left my name and phone number that way they can contact me directly to discuss their account.
  
  Thank you. 

• Initial Complaint

  Date:03/11/2025

  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 moved into a home after my sister moved out. I have been trying to have electric hooked up for a couple days now and duke is refusing to due to my sister having a balance on her bill that she closed out. They asked if my sister is staying with me, I told them no! Me, my sister and my landlord has called himself as well! I offered to send my proof of residency (lease) and they told me no! I have 4 kids who need electric! One does homeschooling and all are waking up sick from it being so cold at night! This is by far the worst case with duke that I have ever heard anyone have to deal with! I do not have to show proof of anything other than my info and lease! To refuse me electric because of my sister is illegal!

  Business Response

  Date: 03/19/2025

  Good afternoon,
  
  The customer initiated a requested to have service placed in their name at ***** ********** ***** *********** ** ***** on March 10, 2025. The down tenant, who is the customer’s sister, was scheduled for disconnection due to non-payment. The customer was advised that the balance would need to be paid or they would need to provide documentation that the sister no longer resides at that location. The landlord contacted us to confirm that the new tenant is taking over and the down tenant no longer resides at this location.
  
  The gas and electric service was placed in the customer’s name on March 12, 2025. A security deposit was requested in the amount of $345.00 and was set up on a 3-month installment plan. The customer will pay $115.00 plus the current charges for 3- months.
  
  Thank you.

• 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.