ComplaintsforDuke Energy Carolinas

• Initial Complaint

  11/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  For the past week, Ive been calling about setting up a payment plan for a previous balance. My old and new accounts were merged, and now Im being told I cant establish a payment plan unless both the current and previous balances are included together.Initially, I was assured a payment plan could be arranged for my previous $271 balance over 6 months on my new account, and I agreed to those terms. However, instead of setting that up, they merged both accounts and canceled the original plan without informing me. Now theyre saying I have to pay both balances together, and despite multiple calls and speaking to representatives who gave me conflicting information and attitudes, nothing has been resolved. Im left to deal with the stress and frustration of this situation on my own.On top of that, my power was out all day due to an accident, adding to the inconvenience. Ive experienced a lack of transparency and accountability from Duke Energy, and this situation has caused me a great deal of unnecessary stress at an already difficult time.

  Business response

  11/05/2024

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

  Customer response

  11/05/2024

   
  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

  10/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Duke Energy refused to make an adjustment in billing after an account name was changed from my name to the current resident. It would have been a simple matter to make a debit and credit entry in order to correct the billing and **** refused to do so. I was on hold for an extended period of time and was unable to speak with a supervisor. This was a simple matter that could have been easily handled. It took Duke over 60 days to transfer the balance in error to my existing account.

  Business response

  11/05/2024

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

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid equal payment plan. Moved out of house and continued to pay the bill. House was empty for 5 of the 6 months the account was opened. They claim the meter readings are perfect and that I used ****** worth of power in a 1200 sq ft empty house with lights out and thermostat set on 80. I use a wood stove for heat. An empty house uses less power than what we are being charged. Very unlikely that we used ****** in power when the bill at our new house is less. More sq.ft. same town

  Business response

  11/05/2024

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

  Customer response

  11/05/2024

   
  I am rejecting this response because:
  They have yet to prove i used the amount of power .  They continually insist their "system is perfect" it is not.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duke Power came out on 10/24/2024 because a tree(s) had fallen across the road. They trimmed the tip of the tree off that was near the power line and left the tree(s) across the road. Why did they not remove the tree(s) when they were there? Why not have Aspludh come out and remove?? When they decide they wanted my trees cut in my yard that were near the powerlines I received no call or letter letting me know they were going to kill half of my trees. I want an explanation why trim the tip and leave entire tree???

  Business response

  10/31/2024

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July and August I received multiple notices of rebates I was eligible for as a customer of ********************** for a thermostat. When I go to check out (on their website) to purchase the thermostat they would inform me that they can't verify that I'm a customer based on my account number or my address. I have timely paid three energy bills and should be eligible. When I contacted customer service, they said it was an error in their system that could take a few months to repair (an insane timeline, but ok...). It has now been months, no follow up from the company, still not able to get my advertised rebate. I'm requesting the company either stop advertising these rebates, or they actually let me get my discounted smart thermostat. I've overpayed an estimated 20% on my electric bills these last 3 months by waiting for them to fix this issue. I've contacted customer service twice now and they've been useless each time.

  Business response

  11/07/2024

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to get power switched into my name on a property I bought and they came out turned it off and are tring to extort thousands of dollars from me to get power.

  Business response

  10/28/2024

  The customer has brought this issue to the ********************************* twice and have been advised by the commission and the company of the tampering of the meter and meter base at the premise. We explained the process and apologized for any inconvenience. The customer has been advised of ********************** Protection and has been quoted the requirements needed to restore service to the premise. Please let me know if you have additional questions

  Customer response

  10/28/2024

   
  I am rejecting this response because:
  The previous owners should be responsible for this.  Tring to get thousands of dollars from me is extortion.  

  Business response

  10/29/2024

  The service remained in the customer's father's name though his father passed away in 2021.  The customer's mother remained in the home, but passed away too, in 2023. The service has been disconnected to the home since April 2024 due to meter tampering and jumpers were found in the meter base.  Also in April, the customer called trying to start service at the home in his name.  He was advised of the Energy Protection violations found at the home.  The customer informed this is a family home and inherited the home. In July 2024, the company received a General Warranty Deed dated June 6, 2024.  Also in July, the company received a call from someone stating he was the deceased owner, and he was going through a divorce and had nowhere to go so he needed power restored. The customer has been advised of the tampering of the meter and meter base at the premise and has been quoted the requirements needed to restore service to the premise. Please let me know if you have additional questions.

  Customer response

  10/29/2024

   
  I am rejecting this response because:
  The bill was from previous owner.  I was not involved in the making of the bill so therefore not responsible for the thousands of dollars they want.  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Duke Energy Customer Service,I hope this message finds you well. I am writing to formally express my dissatisfaction with the recent tree cutting operations conducted by Duke Energy near ****************************************************************On October 23rd, at approximately 1 PM, I observed that your crew cut down a couple of trees and limbs along the roadway. While I appreciate the work being done to maintain the area, I was disappointed to see that the last few days the crew had cleaned up thoroughly, today they simply piled the cut branches and debris into the ***** nearby.I called Duke Energy to report this issue and spoke with ******, who informed me that someone would follow up with me within five days regarding my complaint. I find this frustrating, as I believed my conversation with her was intended to address my concerns directly. Additionally, as I work 12-hour shifts in police dispatch, I am unable to take outside calls while on duty. I expressed this to ****** and asked if any action would be taken if I couldn't answer, and was told that it likely wouldn't.I believe it is reasonable to expect that Duke Energy should clean up the mess left from their operations without requiring me to provide the same information multiple times. My address, Social Security number, and phone number were all verified during my call.I kindly request that you address this issue promptly and ensure that the area is cleaned up appropriately. Thank you for your attention to this matter.Sincerely,***** ********** ************************************************************** ************ ******************************

  Business response

  10/29/2024

  We have reached out to the customer to resolve his concerns.

  Customer response

  10/30/2024

   
  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

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried to open an account with ********************** today. They insist that have get a soft credit report with Experian and only Experian. My account is frozen. I explained that information at Experian had been compromised and I can not access any of my information. I called those people 5 times only to be hung up on and unable to be transfer to a human being. That is an example of the poorest CS ever. I offered a deposit, produce my passport, banking information and drivers license. I offered to present my information if person. The ** representative supervisor just kept repeating herself as if I didn't hear it the first time. I explained it to her again. I can't access my Experian information. There has to be a way to open an account without using Experian. If you don't have the process in place then you need to develop one.I'll be standing by.

  Business response

  10/30/2024

  All move-ins for individual ***************** require an ID check to see if there are red flags that need to be addressed before we can grant service. Mr. ********** contacted Duke Energy on October 22, 2024, to complete an application of service, and it was advised that the customer has a freeze on his credit profile. Mr. ********** was advised to contact Experian to lift the freeze or get a pint number, so that we can run the credit check. 

   

  Customer response

  10/30/2024

   
  I am rejecting this response because:

  I explained to the ** rep *** that I am having issues with Experian that are beyond my control. As of this moment I have not had a productive conversation with a ** representative at Experian. 

  I had no other issues with obtaining service with any other utility/provider doing a soft credit check. 

  To deny electrical utility service to a residential customer and having a monopoly to boot should be investigated by the State of NC. 

  For a utility company to rely on a sole agency to establish service, and when that company (Experian) has a poor reputation itself is absurd. 

  I can provide the necessary documentation as I mentioned before in order to open an account. 

   

  
  

  Business response

  10/30/2024

  Our position has not changed. As stated before, the customer must contact Experian to lift the credit freeze or retrieve a pin number to establish electrical service.
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duke Energy - there are so many issues with Duke Energy, but my biggest concern is that the quarterly budget is impossible to understand, misleading and I believe it is not calculating the charges correctly. There is no transparency in the method for the ****ing. My account shows a deficit of $703 and an increase from $267 to $426 next quarter. These egregious amounts prompted me to do a deep dive into my all my past statements and it has just led to more confusion and frustrations, with no answers. There is no one at all to help you. I should not need a *** to understand my energy ****, and there should be someone at **** that can explain itwhich there is not. I have not found anyone who can accurately explain the deficit of $703 and the increase from $267 to $426 next quarter. The math does not math. The website and the monthly ****s clearly say that At each quarterly review, we may adjust the amount of your monthly charge based on your usage over the previous 12 months. If that was the case, averaging the most recent *************************************************** deficits should be the new quarterly payment. That is not the case. The customer service supervisor told me that the *** amount on the monthly **** keeps rolling over to the next month. But that math does not add up either. I calculated the average usage from the last 12 months as my **** says but the amount does not equal $426, it would be $315.97, not to mention the supervisor could walk me through any math that equaled the $703 deficit amount, she tried but couldnt get her math to equal the amount either, all the explanations equated to different numbers or held no logic.

  Business response

  11/01/2024

  We have confirmed that there was an error in the pricing data used during the customers budget bill renewal calculation. The error has been corrected and the customers budget bill renewal amount will be adjusted before the next invoice. We apologize for any confusion or concern this may have caused. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duke energy refuse to give me my refund and do a proper investigation. I spoken into several representatives over the last month and I keep being told they need to put in a claim.

  Business response

  10/25/2024

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

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