Duke Energy (NC & SC) Customer Service Issues

I have lived at my home at [redacted] Masonboro Loop Rd since it was built in [redacted]. My lot, unlike many in this area, has many sloping grades. A particular issue was the roadside ditch that connects to a branch running under the road towards the intercoastal waterway. Years ago, I made an arrangement with the previous owner of our water/sewer service to place tile in the ditch while he filled it in. Recently, I discovered that the grass and small trees started browning. Upon closer inspection, I found deliberate cuts on the trees, impacting their health. I reached out to the City of Wilmington Parks and Recreation, who confirmed it was not their doing. Could this be the work of Duke Energy? Thank you, H. Parham Wilmington, NC

I made a payment via e-check on 7/13/21 for the 8/2/21 due date. The payment bounced for an unspecified reason. When I called on 10/4/21, Dennise assured me she would submit a ticket and have someone follow up. However, as of today, 10/14/21, I have not received any calls, and my account now shows a $90 balance, including the late $45 payment from 7/13/21. During today's call, Carla informed me that I needed to reach out here to resolve the issue quickly. I have been on the EPP plan for eleven years without any payment issues. I sent two other e-check payments post-8/2/21 without any problems. I believe this issue may have been related to the recent updates to your system. Could Duke Energy please explain why the first payment failed while the subsequent ones were successful?

Hello, I wish to address a concerning issue at our inherited property. Back in July [redacted], my sister and I became the owners of our parents' home and land. Unfortunately, the electrical system is outdated and poses a significant fire risk due to the use of electric heaters. Lately, unauthorized individuals have been residing there and have somehow connected to the electric service. They are scheduled to leave by 7 pm today, 12/10/[redacted]. To prevent the possibility of a fire and to prepare for a rewiring of the electrical system starting on 12/13/[redacted], we kindly request a complete disconnection of all electric service by the end of business hours today. We possess all necessary documentation to prove our ownership if required. We hope to receive a prompt response. Thank you. Best regards, H. S. & A. W.

I've been a customer since [redacted] and had to pay a deposit when my power was turned on. In August [redacted], I transferred my service to a new address and was informed back then that I wouldn't need to pay another deposit as I had already done so. However, today I was told that I need to pay a $[redacted] deposit, which seems unfair considering you already have my initial deposit on file.

Dear forum members, I'm Victoria Arthur. I opened my service account in [redacted], and in August [redacted], I relocated my service to a new address. Initially, I was advised I wouldn't need to pay an additional deposit as it was a transfer, not a disconnection. However, after 2 months at my new residence, I discovered my first deposit wasn't refunded, and a new deposit was requested. Moreover, the power bill continued under the previous resident's name until recently, resulting in dual payments. I've always had positive experiences with the service and customer support until now. It's puzzling why these issues have arisen. I urge someone from the company to reach out and address these concerns promptly. Thank you, Victoria Arthur

The Crown Centre Unit Owners at [redacted] Sardis Road North, Charlotte NC [redacted] have two lights out on the light poles in the front and rear parking areas that need to be changed to LED. One light pole is obscured by trees, and relocating it would be preferable to tree removal or trimming. This is urgent for the property's security. Please reach out to assist with this matter promptly. Best regards, R. Best [redacted] [redacted]

I am a loyal customer facing a serious issue with the contractor you hired to replace my outdoor security light. Although I was notified about the replacement, I am unhappy with the contractor's work. After attempting the job on wet ground, he caused damage to my yard and my sewer pipe. This needs urgent attention as my yard is torn up, and the sewer pipe is broken. If this matter is not swiftly resolved, I will have to escalate it further. Please contact me promptly at [redacted]. Thank you. - Rachel N., 5 Peden Rd, Piedmont, SC.

I recently discovered an account sent to a collections agency by Duke, showing on my credit report. I have never resided in North Carolina or had any utilities with Duke Energy. This mistake is harming my credit score, and I urgently need to address and rectify this situation. I am hopeful that those responsible will be identified and held accountable. I am requesting that this erroneous entry be removed from all credit reports promptly and replaced with a clear note that it was a fraudulent account.

Hello, I am reaching out about a property I own in King, NC located at [redacted] Stone Point Drive. I have been the owner for approximately 7 years. When I purchased the land, there were no buildings on it, but the previous owners had placed an RV on the lot, which had water and electric connections. After buying the property, I added a small shed/cabin. Unfortunately, during a storm, the electric pole supporting the cabin's power supply fell down. Despite my request to have it fixed or replaced being denied on the grounds that the cabin was not a permanent structure, it puzzled me because the previous owners had electric access without a permanent building. I am considering placing a tiny home on the lot to use as my primary residence by the middle of the year. Before proceeding, I need clarity on what is required to restore electric access to the property. Ideally, I would like it restored now to facilitate my plans for the summer. Thank you for your assistance. Sincerely, Mike J. Email: [redacted]

I received a "home energy report" from Duke suggesting I could save money by shortening my shower time. Curious, I delved into Duke's rate history. Between [redacted] and [redacted], rates increased by 12%. In September [redacted], there was another 12% hike, followed by a further 20.5% increase from January [redacted] to February [redacted]. This totals a significant 32.5% rise in just a year and a half. It seems ironic that they would advise me on reducing shower time when rates are soaring. Additionally, Duke has been charging a monthly connect fee since June [redacted], which seems unreasonable once a connection is established. The consistency of these increases is concerning, and I feel the Indiana Utility Regulatory Commission and Duke should address these steep hikes. I urge Duke's board of directors to review these persistent rate raises and provide customers with transparent justifications.

I am currently facing an issue with being charged for a service provided to my new home before my closing date and requested turn-on date. Despite ongoing conversations with customer service for the past 6 months, the problem remains unresolved. Promised call backs from supervisors have not materialized, leaving me frustrated. I have consistently paid all new charges while requesting an adjustment, but my pleas seem to be ignored. Now I am threatened with disconnection, which is deeply concerning. As a responsible Duke Energy customer, I have always paid my bills promptly. The lack of empowerment for customer service reps to address this issue is distressing. I am seeking guidance on how to resolve this billing discrepancy effectively. Your assistance in this matter is greatly appreciated. Thank you - J. Heyward from Burlington, NC.

When reviewing the footage from my Ring doorbell camera, I noticed unfamiliar individuals backing into my driveway and disappearing into the backyard. After driving home from work to investigate, I encountered several men working on utility boxes. When I inquired about their identity, they claimed to be from Duke Energy, although I did not see any official markings confirming this. Their presence without prior notice or permission left me feeling concerned for my security. It would have been appreciated to receive advanced notification about their visit to avoid any misunderstandings. Despite understanding the necessity of their work, I believe it is important to be informed about unfamiliar individuals accessing my property for safety reasons and mutual respect.

Subject: Name Update Request for Account and Bills Dear Duke Energy Company, I am reaching out to request assistance in updating the first and last name on my account, number [redacted]51, to reflect my legal name, Tanya Kruchenkov. Despite my previous request on August 24, [redacted], both verbally and in writing, my old name, Tatyana Krioutchenkov, continues to be displayed on my account and bills from Duke Energy. I apologize for any inconvenience this may have caused and kindly ask for the name change to be made promptly. Legal Name: Tanya Kruchenkov Address: [redacted] John Penn Circle, Salisbury, NC [redacted] Contact Phone: [redacted] Email: [redacted] I have enclosed a copy of my valid driver's license for verification purposes. Thank you for your attention to this matter and for your assistance in updating my information correctly. Warm regards, Tanya Kruchenkov

Subject: Correction Needed: Name Change Request for Account Information Dear Duke Energy Company, I am reaching out regarding account number [redacted]51 to request an update to reflect my correct name, Tanya Kruchenkov. Despite my previous request on August 24, [redacted], both verbally and in writing, my bills and account still display my old name, Tatyana Krioutchenkov. I apologize for any confusion this may have caused and kindly ask for your prompt assistance in correcting this information. Legal Name: Tanya Kruchenkov Address: [redacted] John Penn Circle, Salisbury, NC [redacted] Contact Phone: [redacted] Email Address: [redacted] Account Number: [redacted]51 I have included a copy of my valid driver's license for verification purposes. Thank you for your attention to this matter. Warm regards, Tanya Kruchenkov

I need help removing a guy wire from an existing 208v service pole at SC Johnson Professional in Stanley, NC. Tyler Huss, the Duke Power Engineer, has assessed it and confirmed that the guy wire can be removed as it is redundant. The pole has two sets of guy wires, and the one that needs removal seems to be from an old setup that was never taken down. Tyler advised me to submit a work order to have the wire removed.

I have observed a situation where the residents at [redacted] Whelchel Rd, Mooresboro, NC [redacted] are acquiring illegal power. Their meter box is concealed with a piece of wood, and there are two metal pieces in the neighbor's box with wires running underground to their residence. The neighbor's address is [redacted], and their yard appears to be in disarray. It seems that the best time to address this issue would be at night when they are less vigilant, as they have surveillance cameras. When noticed, the individual in question rushes out the back door to disable the power connection. This behavior is unethical, and I believe action should be taken to disconnect their unauthorized power supply and implement measures to prevent future illegal connections.

There are two damaged Duke poles next to [redacted] S. Broad St. in Brevard, NC. The poles are a threat to drivers and pedestrians. Duke is waiting on the cable company and DOT to transfer the lines. It seems the lines have been transferred, and Duke can now remove the poles. DOT removed their line two weeks ago. The poles are tied to the new poles to prevent them from falling. I can provide photos if needed. Thank you!

I am the owner of an old abandoned house at 20 Avena Street in Black Mountain, NC [redacted]. This house has been vacant for years, and I am looking to have it demolished. The electric meter has been removed, but there are still live cables connected to the house that need to be taken care of by Duke Energy before the demolition can proceed. I do not have any information about the last resident's account number. My name is Charles Randy Cantrell, and you can reach me at [redacted]. Thank you.

Asplundh has been working in the Pleasant Garden area for about a month. Unfortunately, they have left a mess of large tree limbs near my utility building, which I believed would be cleared. The tree roots have been partially pulled out, causing ruts in my yard where I usually mow the grass. Despite notifying a worker and them promising to inform their boss, the area remains uncleaned after a second visit. Being 71 and living alone, I now have to pay someone to sort this mess. Additionally, painting my house and the utility building has been hindered by the debris preventing access to the back and side of the building. I've tried contacting Asplundh with no success.

I am reaching out on behalf of the HOA board at Mountain Condominiums in Maggie Valley regarding a recent issue with 3 out of 4 elevators going out due to a potential lightning strike on July 1. We are looking to install surge protection but need to determine the cause of the damage to ensure we address the right issue. A pole-mounted circuit breaker tripped, causing a loss of power, but no other damage was reported. We would appreciate assistance in understanding if it was related to a lightning strike, a surge, or another electrical event. Thank you for your help. -JR, Mountain Condominiums, Maggie Valley.