Duke Energy
reviews and complaints

My name is Tiffany Davis [protected]. I am a 10 month employee with Charlotte Mecklenburg Schools. My service was disconnected a few weeks ago. On a Monday I called and made the payment through the automated system it said my payment was accepted. I had no reason to think there was a problem. On Wednesday when I returned home my power was off. It was around 4:15. I began calling and trying to submit another payment. At this time the system would go al the way to the end and say my payment has been declined. After several attempts I contacted my bank to check my account. I had more than enough to cover the payment . I again attempted to make the payment the system again rejected my payment. I contacted a live customer service rep at SECU they stated that they see where I tried to make the payment but some how Duke Energy's system is putting in the wrong expiration date each time. I called Duke energy and pushed 0 several times to speak with an operator because it was close to 5 and it states after 5 it could be the next day that turn the power back on. I then used a gift card and another bank card and paid some of the bill the system had no problem and charged me the $1.50 for each transaction. I then contacted SECU again and told them they again told me that Duke system has an error. I had them check to make sure no one had taken my money out of the bank. They said no call duke back and explain. I called Duke back and waited through the message until it allowed me to speak with someone. At that time I explained what happened and that I would like this problem to be resolved. I was told a supervisor would contact me in 48 hours but no one called. The next week I received a email and a $200.00 reconnection fee had been added to my account. I called and spoke with a supervisor and she advised me that because I pay late that duke decided to charge me the reconnection fee. She said that if I were in right standing with them and paid on time and had never ever had a disconnect they could have waved the fee. I told her that does not seem fair that I work and live paycheck to paycheck but have not had my services disconnected in years. I pay late but not get it cut off. And any how this is your automated systems problem. Now I receive email s and telephone calls that the entire $200.00 plus the monthly bill is due by 12/26/2018 or my power will be cut off again. I would like someone to research this for me. I know that the notes are there so what I have described is noted in your system. I would also like for someone to listen to all the recordings and hear the way the gentleman talked to me the first day like I was a thief and liar. Also the way the supervisor the next week talked to me as if I were the same a thief and liar also poor and ignorant. This situation has stressed me out so bad. My daughter is a senior in High School this year. Because of all this mess up with my finances and using my other accounts to pay entire bills instead of what was due. I am struggling to provide gifts for her at Christmas. I will have to go to Crisis Ministry to ask for help with this bill. I am embarrassed and feel shamed. Please contact me ASAP to let me know what you all discover. Check to see if what I explained about the system is what happened. I would not be going through all this if it was not true. I try to live my life up right and loving and respecting people.

Thanks In advance, Tiffany Davis

I get it Duke Energy! I know I have a past due balance and it will be paid! I do not need 6 phone calls, 3 text messages, and 2 emails in less than 6 hours to remind me. It would be just like you to turn off the lights and heat for 2 disabled senior citizens who are on a fixed income during 20 degree weather. It will be paid as soon as our SSI disability check arrives. Got to make sure your CEOs get paid don't we!

We had the installation of our solar panel on our home completed in mid October. An application to approve the change of the meter and activation of the panels soon followed. Duke confirmed that they received everything when I called in November. They have taken no action at all. We are senior citizens who live on fixed income and cannot pay month energy bills of 300-400 dollar monthly from Duke. We are struggling to survive and took out a loan to install the solar panels which will start payment this month. We can not pay both the energy bill and the solar payments and having been contacting the department that handles this weekly in desperation. Please help to expedite this. We live on 13125 Glenview Lane, Grand Island 32735. My name is Hilda Ortiz and my phone is [protected]. Please, please help us. I will soon have to go dark and without heat soon.

Would like to complain about the recent power outage that has happened because of the snow storm that started 12/8/18. On several occasions Duke Energy was called to get updates on the outage in my parents neighborhood. On all occasions I was told there were not updates and that I would be notified as soon as the power was on. My parents are in their late 80's and one has demetia. I was never notified that their power was back on. I found out by going to their residence. I was told every time that I called that I would be notified on my cell phone and they recited the number to me. I never received a text and still have not. Not sure about your system but it does not work. The map on line was not accurate either. Then when you see duke energy employees in an Ingles parking lot throwing snow balls doesn't look good. I also work for a clinic that patients need dialysis and the power at the clinic is still not on. A medical facility should get priority. We understand we are not the only people without power but very frustrating when system does not work.

I have been waiting for power to be ran to my home for almost 30 days now. I just received a phone call and an automated message telling me my power was now going to be moved out from December 14th to December 20th which will then be more than a month past my request date. (my request date was 11/15) I had hopes of being able to move into the home awaiting power as the lease where I have been staying will be up this Friday December 14th. We have recently had some inclimate weather in this area the past few days, but that still does not compensate for such a long wait time. I feel as if there should not many others getting new power lines ran at this exact same time. Please let me know if there is any way to speed this process up. Thanks.
Regards,
Matthew Mclean

Received November's bill...paid in full. I checked my online account and noticed a high amount still due, I called and asked what the amount was for and was told they had applied a security deposit to the account in the middle of the month. After some research i found through their own website the max deposit is $250...they are attempting to charge me twice that with no explanation. Poor poor business practices.

Online bill pay was sent on time...The power was cut off without notice at my rental home in Pendleton South Carolina. Payment had been misapplied by DUKE ENERGY and no notice given. Power was turned back on, food spoilage claim filed, and I had to pay extra charges until I could provide proof from my bank that it was paid. It took the bank a week...So I now have a $449.82 credit plus they charged for an additional security deposit of $129, that they took out of my credit balance. Plus they denied the food spoilage claim and won't refund the deposit. Very shoddy customer service. Customer service supervisor told me I could mail her boss, the CEO, a complaint because she could not help me, seriously really?

Dear Sir/Madam,
I am the resident of city of Winston Salem and my address is 4209 oak pointe drive, 27105. The drainage pipe of our house got damaged and water is seeping out and soaking our yard and the side of our house. This incident occurred the first week of September 2018; we included photo evidence in our complaint to the city. We saw a few men working on our street with heavy machinery, so we filed the complaint to the Department of Risk Management in the City of Winston Salem and they sent a technician there to [censored] the cause of damage. I was told that due to passage of heavy machinery there was a back flow of drainage that cause the pipe to burst. I was told through the City that the machines belong to Duke Energy. We would like this incident resolved as soon as possible because it is causing excess damage to our property.

My fans was going up high and low lights flickering, tv, refrigerator, large fan, stoped working i called duke energy, they sent someone out. The worker that came out said the problem was there fault that the line was not suposed to be run copper to aluminum that it had become crowded and that was the problem. He said to file a claim for our damaged with duke energy.

We've had multiple outages in our area due to maintenance. We all understand that these things occur however due to the length of the extension of the maintenance we (the community) should've been provided proper notification to be able to work around the issue and re-route of traffic for those that live on the street. The foreman have been rude and have blocked us on both end of the street and they are reluctant to move vechiles and/or cones just to be able to get out. This has been going on for weeks! They've removed all the street lights and it's extremely dark and unsafe to return home to as a single woman. I've express my concerns to the supervisor over the foreman who simply told me call into Duke for complaints ... I feel as though no one is addressing our concerns and will report this to PUC

Since Hurricane Florence my family of six has been displace from our previous, so we're basically homeless until Duke Energy come and install underground wires at our new doublewide, previous date was Oct 08, 2018, and was told that because of the storm the date would not be affected. Now it's Nov. 26, 18 before they will come out. I have 3 school-age children and 1 toddler, this is very rough on our family without where we will be staying from week to week, because the power company is simply dragging their leg. Something needs to be done, no one should have to wait this long if they are deemed homeless.

On September 10, 2018 Duke sent a technician to put a sensor in my home for Florida energy program. My AC was working fine and I normally keep it at 75 during the night and 78 during the day. Soon after he started working in my evaporator intake in my garage, their technician dropped something and my AC stopped working. I went outside and he was standing looking on the right side of the top of the evaporator. He told me he had to fix a wire and needed to call his supervisor. He spent a few hours in the phone and my AC would not turn on. Around 9pm his supervisor with another man (now I know was from the company Duke hires) came and they re started my AC.
At the moment before they left, I told them that the air was not cooling the house, and they told me it would take a while to cool down because the AC had not worked for many hours. A couple of days later I call them again telling them that my house had reached 87 degrees even-though the AC was working 24/7. They try to say that it was my condensor that had a leak and I called a 3rd party and checked it out. It was not my condensor but the coil under the location where their technician had dropped something. They came again and asked me to go inside the house to turn on the AC and when I went back outside the three people were around my condensor and the owner of the company that Duke hired was kneeling by the pipe. He used his tool and said "look here is the leak and it sounded loud and clear". I had had a AC company come a few days before and he went inch by inch and there was definitely no leak there. I got suspicious and told them that. As soon as they left, I called my AC guy who tested it again inch by inch showing me everything he did, and there was not leak there. However, he had tested my AC evaporator and the leak was right under the right side where their technician was working and had dropped something.
Duke and the company they hire are trying to say that the tech drop his tool in the floor but it doesn't make sense. My evaporator froze after they damaged my coils. I had my AC guy add freeze on and last week, I had it tested again and my AC freeze on again has leaked to low numbers of 32 psi. I am so disappointed of Duke not fixing the problem and leaving it to me to deal with an expensive problem.
I want Duke to fix my coils and refund me what I have spent in putting freeze on again.

I am complaining because we didn't receive notice from Duke Power that they didn't receive good funds for our monthly invoice and they disconnected service without notifying us. Duke was charging our checking account for the monthly bills but unfortunately that account had been closed due to someone hacking the account and putting through unauthorized charges. In hindsight our reviewing of all the automatic disbursements we made form that old checking account wasn't sufficient as in this case Duke debited the account and it didn't show up on eBills. Once the power was disconnected we called and identified the issue and made payment on the phone at that time. However given Duke didn't notify us that their automatic debit of our checking account had failed we don't think that we should have to pay a $40 fee to have had the service turned back on. A representative of Duke said the notices didn't go out due to the impact of the Hurricane in NC. I am sympathetic to the devastation the hurricane caused but would suggest that if they don't send notices about disconnecting power that they refrain from taking the major step of turning power off, especially when it is 90 degrees at the house.

Duke energy tells us we have power restored. However, they didnt change the transformer on our line. we had partial power and surges in our house. Now we have lost our stove and fridge. I dont understand why they arent responsible. They didnt complete the job and turned our power on. How are we responsible to replace them. They worked before we lost power. Duke Energy turned it back on. Its very unfortunate.

First we where told power to be restored by Oct 13th by 11 a m. Well everyone in my neighborhood good has power 8 of us on bluebell lane. For some reason Duke power thought our power was on. Plus my neighbor has a line down. By the systems duke uses thinking we have power when we called to report we still do not have power moved our time to Oct 15th my 11pm.

First Duke needs to address their system so this will not happen showing we have power when we did not. Also they should keep their commitment to original data provided to us.

On caraway mountain in Asheboro NC there are about 15 workers who have blocked the road to fix a transformer.

1. That's great, glad they're fixing it no complaints there.

2. A worker called me a [censored]...and told me to slow down. I was going less than 35 upon approaching since 35 is the speed limit and I knew the road was closed.

Not cool.

No matter your position in the situation calling someone a derogatory name was not warranted. I said nothing. I only heard it because I had my window rolled down and was going to ask for an alternate route since I didn't know of one.

Just found out it will not be restored untill 11:50pmMonday Oct 15. The outage was reported Thursday at 12:57 PM I know this because I reported it! 5 days with no power. I'm very sick and laying here in the dark no food, water, shower. Just makes no sense. 200 dollars worth of groceries ruined and not replaceable. No money to eat out. Cant leave house anyway cause of sickness

When transferring service to my name in between tenant, I was never informed of a connection fee and tax. When calling customer service to express my concern and indicate I would have never transferred service if known - they indicated nothing could be done.

I'd like a resolution to this as I do not feel it is fair to pay a fee I was never informed of. I've been a long term customer and feel there is a way that this can be corrected - yet customer service says nothing can be done at this point.

I really dislike using your online site to pay only because I frequently have trouble logging in due to the stupid password requirements. I've learned that that doesn't help password security much at all so why are you forcing your customers to use a system that makes them choose a password they're not gonna remember thats case sensitive, needs at least 1 # and symbol or whatever. Then it cant be the same as the last (10) previous ones if you try to change it. I've changed my password so many times because I forget which specific way it has to be put in and which password I actually used and end up getting locked out then when I put for them to send me a code to change my password it takes Lord knows how long til I actually get that code maybe tomorrow or something "still waiting". I'm so tired of going through this ever other month. I know there's other way to pay the bill but there fees added it all crap. Do you want to get paid or not make your [censored]ING website easier to deal with if security is an issue make YOUR passwords super strong and set up more firewalls or whatever. or at the very least make it where I can get my code in second's in order to change my password. It's hard logging in and it hard to change my password. Why don't you have security questions or other means of getting into an account that's locked out? Why isn't there an option for a code to be sent directly through text. You guys make so much money but your software system definitely lacks and needs to be upgraded.

I have solar panels. In the month of June, I generated a surplus of 668 KWH that should have carried forward to the next month. The next month, however, I did not generated as much as I used, and Duke charged me for the surplus. I called. Duke's representatives did not know why, but said my surplus would be reflected on the next billing cycle. August comes around and once again, my KWH's are not carried forward and I have to pay Duke for the surplus. I call again. They say they do not know the issue, and they again apologize, and say my KWH's will be reflected on the next billing cycle. September rolls around. And once again, same old story. I call Duke again, after spending half an hour on hold, someone tells me that the net metering program resets itself on 5/31 and that Duke will not allow me to carry those 668 KWHs forward. I've probably spent two hours on the phone with Duke in the previous three months, and after apologizing to me for two months, they then tell me that I can forget about those KWH's and that there's nothing I can do. I am totally disgusted with Duke as a company. Their customer service is completely uninformed, and their May 31st reset essentially stole a months supply of power from me. I would never recommend this company to anyone.