Complaints

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

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  Duke Energy Carolinas

  9700 David Taylor Dr Charlotte, NC 28262-2363

  
• 

  Duke Energy

  425 Fairforest Way Greenville, SC 29607-4437

• 

  Duke Energy

  40 W Broad St Ste 690 Greenville, SC 29601-5208

• 

  Duke Energy Carolinas, LLC

  410 W Chapel Hill St Durham, NC 27701-3617

• 

  Duke Energy Carolinas, LLC

  4412 Hillsborough Rd Durham, NC 27705-2340

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:07/28/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name:10 DUKE ENERGY FL PROGRESS ENERGY Account #: ***************** Balance: $406.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 07/29/2025

  The consumer had active services at two different locations. One from 06/01/23 - 12/28/23 and the other from 04/19/22 - 01/30/23. Both locations had charge-off balances in the amount of $98.17 and $406.20. The billing history for each location has been sent to the consumer by mail.

  Thank you for giving Duke Energy Progress the opportunity to research this matter.

• Initial Complaint

  Date:07/22/2025

  Type:Product 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.

  Dear Duke Energy Customer Relations,I am writing to formally express my frustration and disappointment regarding a recent experience I had with your customer service team involving a miscommunication about a payment arrangement for my electricity account.On or around July 14th, I contacted Duke Energy to request a change in my payment arrangement due to financial hardship. I was informed by one of your representatives that I would be able to modify my payment arrangement date. Trusting this information, I planned accordingly and adjusted my finances based on the updated terms that were given to me.Unfortunately, I later discovered that this information was inaccurate, and I was not allowed to change the date as promised. When I escalated the issue, a supervisor reviewed the call and acknowledged that I was provided incorrect information. While I appreciate the apology, it is extremely disappointing that Duke Energy has refused to honor the arrangement or provide any meaningful resolution leaving me with an unexpectedly high balance and no support despite the clear error on your end.I find this unacceptable, especially as a longstanding customer who followed procedure, asked clarifying questions, and relied on your representatives guidance in good faith. At minimum, I am requesting the following:That Duke Energy honor the original payment arrangement promised to me;That any late fees or penalties associated with this miscommunication be waived;And that your representatives receive better training to avoid situations like this in the future.I trust that Duke Energy values integrity and customer trust. I am prepared to escalate this complaint further to the *********************************** and the Better Business Bureau if this matter cannot be resolved fairly and promptly.

  Business Response

  Date: 07/25/2025

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

  Customer Answer

  Date: 07/27/2025

   
  I am rejecting this response because:

  I am writing in response to the most recent communication, from Duke Energy *** and I must express my deep concern regarding the tone and content of their responses. 
  It is spiteful and inappropriate and unacceptable to reference or display details of my current billing & old statements as a means to deflect from the core issue: I was provided with incorrect information by your representative, who then denied my payment. This incident demonstrates a continued lack of transparency and accountability on your part.
  In the previous email it was asked if I was satisfied with the resolution and my responses followed: 

  
  During my conversation with DE *** Ms. ********, I was open and honest about my financial situation. At no point did I suggest that your services were free, nor did I misrepresent my intentions. I clearly stated that I was trying to bring my account back into good standing, and your representative agreed to work with me.
  Ms. ******** offered a payment arrangement of $172 due August 1. I inquired if a lower payment could be accepted, as I had other financial obligations around that date. She acknowledged this, told me we will leave it at that, and provided her contact information for FOLLOW UP ON THAT DATE. That doesnt mean I am satisfied with her purpose payment options. 
  However, Ive since been informed that if I do not pay by the deadline, Ms. ******** is now attempting to increase the balance on the arrangement. This approach feels punitive and unprofessional, especially after her prior acknowledgment of the situation. 
  Additionally, the use of my billing details in your response serves no purpose other than to undermine my valid concerns. It is both unprofessional and a breach of good-faith customer communication.

   

  
  

• Initial Complaint

  Date:07/21/2025

  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.

  I have called into Duke Energy customer service multiple times in regards to my bill. I received an extremely large bill during the winter months. I called in at least three times to discuss the amount. I received conflicting information. One told me not to pay and get my appliances checked, then I was told another time that even if I got it checked it wouldnt matter. I got frustrated trying to question the bill amount I finally agreed to just pay and asked for assistance by asking for a payment plan. I recently started a new job and realized there was no payment and called into to question what the problem was. I spent over 30mins on the phone 7/07/25 to be told that was no longer an option due to no payment received. I was at work on lunch break and told them I would have to call back. I called back on 7/14/25 to be told that the only option was to pay 50% of the balance and $197.97 would be added to each monthly bill. I told them I would have to call back to pay after I get paid Thursday. I paid $984.84 7/19/25. I called back again today and spent 54 minutes speaking with a customer service representative and their supervisor *****. She informed that the last customer service representative supervisor stated that I declined the offer, which is false and that the the option offered on 7/14/25 is no longer and option even though I followed through and made a payment of $984.84. I was told I would have to pay $441 over three installments. I kept stating that I have received conflicting information and false information has been placed on my account. I finally agreed to 6 installments of $205.97. My fear is another issue. I have responded to every survey and stated issues and given poor reviews. 9100 0487 9268

  Business Response

  Date: 07/25/2025

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

• Initial Complaint

  Date:07/18/2025

  Type:Customer Service 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.

  Back in June, I had a new HVAC system installed based on the Duke Energy Authorized contractor. Part of the incentive program was a minimum $400 rebate. I have tried multiple times to navigate the Duke Energy **************** and apply for this rebate but can not get beyond basic level customer support who can not resolve my concern..

  Business Response

  Date: 07/21/2025

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

• Initial Complaint

  Date:07/17/2025

  Type:Sales and Advertising 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.

  You had a tree service to open up the over head power lines. They came in to *************** and cut down trees and DID NOT CLEANUP the mess.

  Business Response

  Date: 07/22/2025

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

  Customer Answer

  Date: 07/23/2025

   
  I am rejecting this response because: The tree service came in and cleaned up one of two areas. They never touched the other area due to too hard to clean up. I never talked to the tree service guys since I told them about the two areas.
  
  

  Business Response

  Date: 07/23/2025

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

  Customer Answer

  Date: 07/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair 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 filed a Liability claim for property damaged that occurred on my side lot yard. Complaint was filed through a 3rd party ********************(Claim# 4A250632GNH0001). I have contacted Company to speak to Supervisor to get grading of yard work several times to be done. Supervisor of Duke Energy contacted me but and apologized for the damage but has not scheduled any work to done. I need to this job started and get my yard restored back normal and completed.

  Business Response

  Date: 07/21/2025

  We contacted the customer and addressed their concerns. We explained our process and apologized for any inconvenience. The customer has the direct contact information for the appropriate contacts. We are closing the complaint.

  Customer Answer

  Date: 07/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/16/2025

  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 writing to formally dispute recent charges and service actions on my account, [Insert Account Number]. There are several issues I am requesting review and reconsideration of:?1. Deposit Charged After DisconnectionI was recently charged a deposit of $[amount] following a disconnection. However, I had previously paid a deposit on an earlier account, which was refunded due to good payment history. Charging a new deposit after a one-time event in addition to a reconnection fee feels excessive and inconsistent with how long-standing customers should be treated. Im requesting this deposit be reviewed and waived or refunded based on my overall account history.?2. Premature DisconnectionMy power was disconnected before 5:00 PM on the same day the disconnection was scheduled.Per the ***********************************, utilities must not disconnect service prior to the end of the business day on the scheduled disconnection date. Disconnecting service earlier than that deprived me of the opportunity to make payment and avoid loss of power. This action was premature and procedurally unfair, and I request this be formally reviewed and acknowledged as improper.?3. Inconsistent Billing Cycle TimingIve also noticed that Duke Energy often applies a new bill before a full 30-day cycle has passed, sometimes mid-month. This billing practice creates financial strain and makes it difficult to budget or prepare for due dates, especially when bills are posted earlier than expected.?

  Business Response

  Date: 07/17/2025

  Duke Energy contacted the customer on 7/16/25 at *******. The customer stated she was not able to talk because she was on vacation. After investigating the account, this customer has filed a complaint about this same issue previously, at least twice. Duke Energy has addressed this issue with the customer. If the customer needs further assistance, customer service is available at ************, Monday - Friday, 7am - 7pm.

• Initial Complaint

  Date:07/14/2025

  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.

  Duke Energy of the Carolinas recently started new residential service at my home. Before ever receiving the first month's bill, there was an over eight thousand dollar delinquent bill attached to my bill. After speaking with several different specialists, I found out there was some sort of tampering at a seperate residence and somehow it was attached to my bill. I'm not an expert, but I called and verified on a recorded line that they will not start new service if you owe a past due bill until the past due amount is paid in full. I asked for a copy of the phone call, but of course it could not be provided to me. I know for a fact that they run a credit check before starting service as well and oftentimes a deposit is required in order to start your service. Apparently, because the address beside mine had a delinquent bill, I am now responsible for their past due amount. I have provided proof that a seperate individual owned the property at the time of the delinquent charges. Yet I'm still faced with having my power disconnected. According to this theory, if you plan to get new residential service you better make sure none of the neighbors on your street have a past due bill or else you'll be held accountable and it will become your responsibility. Of course you won't be informed about this until you recieve a disconnect notice after your service has already started and you have already settled in. Someone somewhere didn't do their required job. Something like this doesn't just slip through the cracks. Its not fair or logical for this company to be able to get away with this kind of behavior. Just because someone alledgedly tampered with something down the street and didn't pay their bill, doesn't mean the next person that moves in should be punished for it years later. I am already financially burdened or I would attempt to hire an attorney. If I could afford that I might as well just give this Goliath company several more thousands to keep power.

  Business Response

  Date: 07/22/2025

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

• Initial Complaint

  Date:07/11/2025

  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 had reached out to Duke Energy for a payment plan on my account and while on the phone with them I paid the deposit but because it didn't post until the following day it defaulted the payment plan, and they are going to disconnect my service because of their posting issue. I've spoken to multiple ***** and they all say we can't help you. also, believe i am paying for a neighbors outdoor lighting.

  Business Response

  Date: 07/21/2025

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

  Customer Answer

  Date: 07/21/2025

   
  I am rejecting this response because: if they called the number shows up as spam. 
  
  

  Business Response

  Date: 07/22/2025

  We have attempted to contact the customer 2 additional occasions again at ********** on 7/21/25, and 7/22/25 with no response, and left the messages again to contact us back.  As a courtesy, we have mailed the customer a letter advising we have been trying to reach her by phone, and to contact me, and provided my contact number.  We are closing this complaint again due to no response. 
  
  

• Initial Complaint

  Date:07/09/2025

  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.

  Need Tree debris removed from my yard that was cut down by ******** contracted to ****. Talk to **** Zickerath several times. Has not been resolved. The new company xylem said they will remove it if they have a work order. I tried calling **** again. No answer that's not return my call. All I'm asking is that they clean the mess up out of my yard that they did without getting permission to cut trees down that were healthy

  Business Response

  Date: 07/14/2025

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

  Customer Answer

  Date: 07/14/2025

   
  I am rejecting this response because: **** from **** said the vegetation committee inform me that they will not have Xylem take care of the problem. They told me that we'd all need to hire a private company and pay for it to get it cleaned up. Not trying to get something for free. We did not ask them to cut it. They cut it on their own without asking. All we are asking is that they clean up the debris and trees that they cut down. Thank you
  

  Business Response

  Date: 07/15/2025

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

  Customer Answer

  Date: 07/15/2025

   
  I am rejecting this response because:
  Nothing has changed.**** called me again and said they are not going to do anything. Said that I need to hire a contractor and pay for it myself. I would like to get this settled in to settle this claim. All they need to do is pick up the tree and debris that they left in my yard. Thank you