Business Profile

Electric Companies

Duke Energy

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Complaints

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

Customer Complaints Summary

203 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

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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:07/02/2025
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.
My husband and I just bought a house, when we went to switch over our electricity we were told the property has a lock on it from the previous tenants not paying. We did not live here or own it when that bill was established. Now they are telling us they can not turn on our power because of that bill. To be clear that is NOT our bill. They said there is nothing they will do. Even though we have had Duke Energy for years with no problems. Now we are stuck in a house with no power in the middle of summer with a child and dogs. Even though our account has been paid.
Business Response
Date: 07/08/2025
We have reviewed the customer’s
account, and our records show the service was placed into the spouse’s name as
of 7/3/25. Service has been turned on and is available for use.
Customer Answer
Date: 07/08/2025
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:06/09/2025
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.
On 01/03/2025, I paid my energy bill using account # **** from **** bank. I started having problems with account # **** and used account # **** from another bank to pay my energy bill on 02/05/2025. Now on 02/26/2025, I had **** bank close account #**** and on 03/07/2025, I paid my energy bill using the replacement bank account#****, now I will like to stress that every time I enter a bank account # when paying my bill I was ask to save the account # to my energy account. Meaning that every time I paid my bill the account # that I used the month before was the account# that was present the next month. Next thing I know I pay my bill on 04/10/2025 and 05/09/2025 and I will like to also stress that I did not owe any money to Duke energy I was adding on to the credit that I already had. Next thing I know I go to pay my bill in June and Duke energy is saying I owe them a returned payment fee because they charged the wrong bank account and they even want a late fee and I didn't even owe them any money. Like I told them I closed account# **** on 02/26 and used the new account# **** two months later so why would I use a account the I had closed. Again I closed it on 02/26 and paid my 03/07/2025 bill with the replacement account.
Business Response
Date: 06/10/2025
Good afternoon,

Our records indicate that the customer only has one bank
account associated to his Duke Energy online profile ending in ****. The
customer had 2 payments returned of $20 from 4/7/2025 and 5/6/2025, which is
why a $20 returned check fee was assessed to the account for each returned
payment. The customer also carried a balance forward on the most recent billing
statement, which is what resulted in the $1.40 late fee being assessed to the
account.

As a one-time courtesy, the late fee and one returned check
fee has been waived from the account, despite the payments being scheduled by
the customer and not a Duke Energy specialist. As the customer has stated that
this bank account has been closed, this bank account has been removed from the
customer’s profile and the next time a payment is scheduled, it will request
the customer add the bank account information.

Unfortunately, I was unable to reach the customer regarding
their concerns; however, a voicemail was left letting them know the complaint
was received, $21.40 was credit back to the account, leaving a $19.99 balance
and the closed bank account was removed from the profile with no record of any
other bank account being added in the past.

Please let me know if you have any further questions.

Thank you,
Amber
Midwest Consumer Affairs
Business Response
Date: 06/10/2025
He was advised that the complaint was received, a credit of $21.40 was applied to the account, leaving a remaining balance of $19.99 due. He was also advised that the closed bank account ending in **** was removed from his profile so that when he goes to make a future payment, he will need to add the new bank account to the profile because no other bank accounts showed saved in his profile
Customer Answer
Date: 06/11/2025
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.

The company is now not allowing me to add a bank account to pay my bill and now wants me to pay a fee to pay my bill.

Regards,

******* ******

Business Response
Date: 06/11/2025
Good afternoon,

The customer does have the option of signing in to their
online profile and making a payment without a fee. When adding a bank account,
the customer needs to select the “Pay Now” option, then selecting “Bank Account”,
and will then be prompted to add a bank account.

Thank you,
Amber
Midwest Consumer Affairs
Customer Answer
Date: 06/15/2025
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.

)The company now wants me to pay a fee to pay my bill and not use my bank account

Regards,

******* ******
Initial Complaint
Date:05/12/2025
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.
My credit score has always been in the 800s, at times 840. **********, because of Duke Energy reporting, is listing my score at 688. My accounts with Duke have always been paid on time and in full. I have made many calls and talked to various employees to no avail. I sent a letter on March 31, 2025 detailing the issue, to no avail. Duke Energy has not responded to ANY of my calls or my correspondence. The complaint was filed against a property that I sold. I did request that my name be removed from the account after the sale. Account #**** **** **** **** ****** ***** ********** ** *****. $400.19
Business Response
Date: 05/13/2025
Good morning,

Our records indicate that the complainant’s service was stopped
at this location on 9/9/2024. The balance of $400.19 is for the charges that
were owed while service was in their name from 6/5/2024-9/9/2024. This will not
be removed from the collections until paid. If services were in the customer’s
name fraudulently, they would need to visit *********** or call ###-###-#### and follow the process for reporting identity theft. We
have no record of receiving the letter of complaint from the customer attached
to this complaint. She has spoken with customer service several times as of
5/8/2025 and 5/9/2025. Attached are all the billing statements since services
were in the complainant’s name.

Unfortunately, I was unable to reach the complainant regarding
their concerns; however, a voicemail was left letting them know the complaint
was received and information would be forwarded to the BBB complaint.

Thank you,
Amber
Midwest Consumer Affairs
Customer Answer
Date: 05/13/2025
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.

(I did cancel services and was not the owner of this property during that time.

Regards,

***** ******* *** * *****

Business Response
Date: 05/14/2025
Good afternoon,
I was able to speak with the complainant regarding her
concerns. She was advised there is no record of us receiving a request to stop
services in her name at this location. She was advised the balance would remain
on the account, unless the new property owner called in to accept
responsibility for the charges. The customer is aware this is a dispute between
themselves and the new owner.
Thank you,
Amber
Midwest Consumer Affairs
Initial Complaint
Date:05/06/2025
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 paid a total balance on March 11th said we were completely caught up and then just received a disconnect notice on Friday may 2nd that we are going to be disconnected for 393 and some change but we have a bill from February 12 to March 11 of 240 and some change but when we paid in full on March 11 we got told wouldn't receive next bill until April
Business Response
Date: 05/06/2025
Good afternoon,

Prior to the most recent billing cycles, the customer did
have a balance of $1,553.82 due 3/6/2025. The customer made payments of $1000
and $562 on 3/11/2025. The next bill was generated on 3/13/2025 for the balance
due $240.39 by 4/3/2025. This payment was not received until 5/6/2025;
therefore, that balance was carried over to the next billing statement due for
5/2/2025 as a disconnect notice. There is a balance remaining of $153.04 that
was due on 5/2/2025. The next meter read is scheduled for 5/9/2025 and if the
remaining balance is not paid for by that date, the $153.04 will carry over to the
next bill again as another possible disconnect notice.

The customer did speak with Customer Service on 5/5/2025 and
was advised of this information. Unfortunately, I was unable to reach the
customer regarding her concerns and I was unable to leave a voicemail due to a
full inbox.

Please let me know if you have any further questions.

Thank you,
Amber
Midwest Consumer Affairs
Initial Complaint
Date:04/28/2025
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.
On 02/20/2025 my home at **** ********** *** caught fire and the damages caused my family and I to become displaced. Subsequently, I was forced to contact the utilities companies and request and was granted a suspension in my services until the repairs on my home were completed. At the time of the suspension my Duke Energy account on ********** ***** had a credit balance of 2001.19. Also as a result of this tragedy, our homeowner’s insurance company has provided us with a rental property to reside in while my home is being restored. The address is ** ******** ***** *********** *****. One of the stipulation of residing in this temporary living accommodation was for me to open and maintain a new utilities account with Duke and the Water Company. I received my first bill on 04/09/2025 for services rendered from 03/21 thru 04/07, or the first 18 days. After reviewing the bill I discovered several discrepancies in the statement. The current billing charges for the 18 days that I was billed for should be $134.12, instead and for whatever reason Duke is charging me $498.61, offering no explanation for the overcharge. Also as previously mentioned, I had a $2001.19 credit balance on my suspended account at **** ********** **ive, again for whatever reason and completely without my authorization, Duke has elected to subtract monies from my credit balance on ********** ***** and apply them to the bill at the rental property located on ******** place. To summarize, after reviewing the billing statement for the ******** address, Duke is saying that they applied $498.61 of my credit balance from another address to a billing statement where the services amount only adds up to $134.12. Leaving me with a credit balance at my home on Clearbrook of $364.49. After adding these two balances together and subtracting it from my original balance of $2001.19, it leaves $1,138.09 missing or completely unaccounted for. I’ve had several communications with Duke regarding these issues no resolve
Business Response
Date: 05/06/2025
Good afternoon,

The company has reviewed both accounts for this customer. The
account at **** ********** ***, *********** ** ***** was enrolled in the
Percentage of Income Payment Plan (PIPP). PIPP is an extended payment
arrangement for low-income Ohio residential customers in which the company
accepts monthly payments based on a percentage of the customer’s household
income. PIPP customers receive an arrearage reduction (on-time credit) for
payments made on time and in full. These credits are applied to the customer’s
total balance (arrears).

On the bill dated January 31, 2025, for account at 1105
Clearbrook Dr, this customer had a credit amount due of $-2,001.19 but only had
a total account balance credit of $-61.25. The credit balance was due to a
pledge that was made toward the account by an agency. If you look at the final bill
dated February 27, 2025, and take the total credit of $-2,151.19 and add the PIPP
Plus Balance of $1,903.19 it leaves the customer with a credit of $-248.00. You
then take the Total Account Balance of $-248.00 and added in the on-time
credits of $-27.13 + $-223.48 which equals the overall credit of $-498.61. This
is the amount that was transferred to the account at ** ******** ****** *********** ** *****.

On the account at 27 ******** Place, the current charges are
$134.12, which if you subtracted those charges from the credit of $-498.61, that
leaves the customer a credit of $-364.49.

I have attached the billing statements referenced above for
this complaint.

I spoke with the customer and explained the above
information to him.

Thank you.
Initial Complaint
Date:04/28/2025
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.
On 2/25/2025 my service was disconnected. At the time I was in a lengthy hospital stay and had just recently come out of surgery. My minor daughter called and told me the WiFi/ lights had gone off while doing her homework. I immediately called Duke energy and paid my bill through the automated system. After paying I wanted to speak with a representative at Duke energy to confirm services were restored and if not to get a timeframe. I needed to confirm if there would be a security as well to prepare my budget for the next bill. A Duke energy customer service rep assured me there would be no deposit to my account on 2/25/25 when I called to inquire. He said my services were back on and no deposit was required . I received my new bill a few days later with a $355 security deposit included. When I called to request it be removed I spoke with a Supervisor named Janet who said the phone call was recorded and agreed to have the call pulled. After listening to the call supervisor Janet confirmed that the representative told me there would be no security deposit added to my account on a recorded line. Next there were a series of calls to supervisors and a case number for my complaint ********** filed by another supervisor named Vie. Vie assured me the $355 security deposit would be removed from my bill and told me to call back in one week. He agreed that the call was pulled and also confirmed I had been misquoted on cost for the next bill. I was mislead and the deposit was not revealed when I asked about it on the phone but added a few days later. So far no one is willing to correct this mistake of being mislead, misquoted and given false information. This must be resolved immediately.
Business Response
Date: 05/02/2025
Good afternoon,

The company reviewed this customer’s account.

Our records show that on 2/25/2025 the service at this
location was disconnected for non-payment. The customer made a payment in the
amount of $417.57 through our automated system to restore services. The customer
spoke with a representative on 2/25/2025 regarding his payment and the reconnection
of service. Unfortunately, the customer was provided with incorrect information
regarding the security deposit which we will address.

The customer is notified via a bill message that a security
deposit may be required if the service is disconnected. Due to the financial hardship
the customer is experiencing and the incorrect information provided we returned
the security deposit to the account. Currently, the account has a credit balance
of $-137.01.

I spoke to the customer to let them know the security deposit
has been returned to the account and advised them of the credit balance that
will be applied to the next bill. I let the customer know that if a security
deposit is added to the account in the future, we will not be able to waive it.

Thank you.
Initial Complaint
Date:04/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When setting up service I requested paper billing. As I can not access the web billing. They didn't send paper billing. Then charged $8.08 late fee. They would not refund the fee even with paying the bill and catching up the balance due. I would like the charges returned.
Business Response
Date: 04/15/2025
The customer started service at this account on 12/2/24.
This is the first contact we show from the customer regarding this account
since it was established in their name. The customer spoke to customer service on
4/15 and we have removed them from paperless billing, so they will be receiving
a paper bill in the mail going forward. As a courtesy, the late fee has been
waived. Currently the customer owes $738.65 due 4/21/25 and does have a past due
balance of $525.59 due immediately to
avoid disconnection.
Customer Answer
Date: 05/06/2025
I'm filing another complaint as my previous one was not settled but the account was closed. Duke energy had not sent any bills and when they finally sent notice of disconnection and I asked for bills I noticed they had charged two late charges. I have already paid and made current since they finally did send me paper bills which I had originally requested upon opening the account. And the response to the better Business bureau they said they did refund me. That was not 100% true. They only refunded me one of the late fees which was $4.75. this was already done by the customer service rep when I called in. They had not done anything since the BBB complaint. There is still a remaining $8.08 late fee that I am requesting to be credited back to my still open and all caught up account. This is the previous BBB file complaint number ********. This entire situation started when they changed it to paperless billing which was never requested by me. It was the exact opposite of what I request when I set up accounts. Like I mentioned before this entire account has been caught up and is current. Please refund my $8.08. Thank you
Business Response
Date: 05/07/2025
As previously advised, the late fees were already removed from the account. As shown on the customer's current bill dated 4/29/25 'Other Charges and Credits' -12.83 was issued. Then detailed on page 4, it shows Late fee credit of $-12.83 ($4.75+ $8.08= $12.83).
Initial Complaint
Date:04/14/2025
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 am filing this complaint against Duke Energy regarding an incident that occurred on my property, where I was not notified of planned tree cutting on my own land. This event has left me deeply frustrated with Duke Energy’s practices, lack of communication, and poor customer service.

This morning, I discovered workers from Duke Energy on my property cutting a beautiful weeping willow tree. When I questioned the workers about why I had not been notified in advance, one of them falsely claimed that I had been spoken to and a door hanger was left at my residence. This was completely untrue. At no time did I receive any notification about this planned tree work.

To resolve the issue, I contacted Duke Energy and spoke with a supervisor named Daniel from the corporate office. Unfortunately, Daniel refused to provide his last name or details about his location. During our conversation, I was told the following:
- Duke Energy is not required to notify homeowners of tree cutting on their property.
- Duke Energy does not care about the health or aesthetics of the tree.
- It is the homeowner’s responsibility to manage the tree, without Duke Energy telling them about an issue.

I was shocked and disappointed by Daniel's dismissive attitude, especially given that I explained we would have preferred to hire a professional arborist to manage the tree, had we been properly notified.

The lack of transparency, communication, and professional courtesy shown by Duke Energy is deeply concerning. It is unacceptable for a company of this size to disregard proper notification procedures and to offer such unsatisfactory customer service. Furthermore, it is troubling that false claims were made about prior communication and that my concerns were met with indifference.

I am requesting that the Better Business Bureau investigate this matter and take appropriate action to ensure that Duke Energy improves its notification procedures and customer service practices.
Business Response
Date: 04/16/2025
Good afternoon,

We have confirmed that routine tree trimming was completed
at the customer’s property on 4/14/2025. It has been confirmed that notices
were provided to the customer in the form of a public notice submitted in the
local newspaper on 12/12/2024. The second form of notification was a door
hanger left on the property on 3/10/2025 at 12:17 p.m. and an outbound
notification was sent to the phone number on file. The customer was also
notified via in-person when the crew was onsite to perform the work.

The customer did contact Customer Service on 4/14/2025
regarding her concerns with the work being done and the CSR she spoke with did
provide inaccurate information and was not very professional in his interaction
with the customer. This has all been addressed with his supervisor. She spoke
with our Vegetation Management Program Manager for the area on 4/14/2025 and
the contracting company also reached out to her on 4/15/2025 regarding her
concerns. After speaking with the contractor on 4/15/2025, she advised him she
would look at the tree on 4/16/2025 and he would contact her again on 4/17/2025
to determine if an onsite meeting is needed to discuss her concerns further.

The tree was pruned enough for a private contractor to prune
the tree further if the customer desired. She was advised that a private tree
company cannot come within 10 feet of the lines due to safety standards, which
she was previously unaware of. I also reached out to the customer directly and
left her a voicemail to let her know that her concerns with the CSR she spoke
with were addressed by his supervisor with the feedback I sent.

Please let me know if you have any further questions.

Thank you,
Amber
Midwest Consumer Affairs
Initial Complaint
Date:04/10/2025
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 energy bill has been consistently higher than others in my neighborhood. I have requested many times for the meter to be checked for accuracy and for a billing audit to be completed. The meter “has been checked” electronically and they’ve stated there are no problems . I have also requested to be added to the annual budget billing program and they have stated that my account has to have a zero balance in order to enroll. Their website clearly states that anyone is electively for the budget program as long as there is no PAST DUE amounts on the account.
Business Response
Date: 04/15/2025
Good afternoon. I
have reviewed the customer’s usage for the last several years and I see that in
the winter months their usage does increase pretty significantly, which causes
their bill charges to also increase. Typically,
their usage ranges from around 2,000-3,000 kWh during the winter months, and
sometimes the usage can get over 3,000 kWh.
The rest of the year their usage usually ranges from around 800-1,800
kWh. Since the usage is higher in the winter
months, it’s likely the heat source that’s causing the higher usage. On
04/10/25, the customer contacted Customer Service to discuss their high bill concerns. A supervisor that the customer spoke with
that day was able to communicate with the customer’s meter and did not find any
issues, and they also could see that the customer’s meter readings had been
actual. The customer seemed okay at that
time with the information the supervisor provided, and they advised that they
would call back to make a payment later that day. I am not seeing any discrepancies with the billing.
In the last 6-months, there have been months,
where we have not received payments and a couple of the customer’s payments came
back returned, which caused the charges to go back onto the account and become
due again. These two issues have contributed
to the balance being higher at times because the overall balance included past
due charges. In regard to Budget
Billing, I see that the customer contacted Customer Service again later in the
day on 04/10/25 to see about enrolling in the Budget Billing program. The customer had recently paid their past due
balance that day, but it hadn’t posted to the account yet. The customer’s payment posted on 04/11/25. It may have appeared that Budget Billing wasn’t
eligible because the payment hadn’t posted yet.
The specialist should have advised the customer to contact us back the next
day to see if the payment had posted and to see if the account was now eligible
for Budget Billing. Even though the customer
still had an account balance, they had paid their arrears, so Budget Billing
should have been eligible once their payment had posted, and they were current.
I tried contacting the customer this afternoon
to discuss this information, but I was unable to reach them. I left a message
with my office number, so they can call me back directly. Once they call me back, I will offer to have
their meter tested if they still have concerns with their meter. Thank you.
Customer Answer
Date: 04/18/2025
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.

I have requested for someone to come out and physically check the meter/service the meter MANY times over the last few years and they refuse or say "we have checked it remotely and it's fine". I have also asked for a billing audit to be completed and they said I could do that myself. I am now seeking all of these things to be completed AND I want reimbursement for all the overage I've paid since their error occurred. If this is not resolved immediately, I will be taking this complaint to the attorney general. This company has been overcharging me for years and I can not afford to keep paying for their neglegence.

Regards,

******* *****

Business Response
Date: 05/01/2025
Good morning. I
reviewed the customer’s billing, and I do not see any discrepancies. I tried contacting the customer again yesterday
afternoon to discuss their billing concerns, and to also offer to have their meter
tested to ensure it's functioning properly. I was not able to reach the customer, but I
did leave another message with my office number, so they can call me back
directly to discuss their concerns and to schedule the meter test. Thank you.
Initial Complaint
Date:04/08/2025
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 a monster that is gobbling up all life savings due to their bad and unsubstantiated business practices. They are charging different rates within the city limits. They are charging more to deliver than the services provided. I asked that no 3rd party billers be allowed. They allowed a 3rd party biller on my account. I was consistently sent between the 3rd party biller and Duke for help with understanding the bill.
Business Response
Date: 04/14/2025
Good afternoon,

Our records show that the account was enrolled with Dynegy Energy from May 11,
2024 – February 28, 2025, for the electric service. This enrollment was due to
the City of Cincinnati Aggregation. Attached is a copy of the enrollment letter
that was sent to the customers email on April 15, 2024.

The Customer Choice is a program which allows Duke Energy Ohio customers to
choose the company that supplies their electricity and/or natural gas and is a
voluntary program. Duke Energy will continue to deliver the electricity and/or
natural gas to its customers, including those who change suppliers. Under an
aggregation, the customers in township, municipality, or county are grouped
together to receive a price negotiated by their community leaders from a
supplier. The customers are able to “opt out” if they prefer not to be enrolled
with the aggregation.

I attached a copy of the electric residential bill calculator that can be found
on our website at **************************************************************.
This provides a breakdown of charges within the bill. I filled in the
information based on the final bill for this location. Since this bill is a
partial bill, the totals will not be exact. The customer can find the
individual riders on our website as well at
******************************************************. I attached a copy of
the final bill as well.

The customer has been billed correctly, so no adjustments are needed.

Unfortunately, I was unable to reach the customer regarding their concerns;
however, a voicemail was left letting them know their complaint was received
and they could contact me back if they had any further questions.

Thank you.
Customer Answer
Date: 04/19/2025
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.

(PLEASE TYPE YOUR REASONS HERE)

Regards,

******** *******

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