Duke Energy Reviews and Complaints About Bills, Outages and Customer Service

Duke Energy reviews and complaints often focus on high electric bills, security deposits, payment processing, budget billing, power outages, restoration estimates, disconnection notices, account changes, tree trimming, damage claims and difficulty reaching the correct customer-service department. Other customers describe prompt restoration, professional field crews, helpful individual representatives or useful energy-assessment programs.

Duke Energy Corporation is a large energy holding company headquartered in Charlotte, North Carolina. Its regulated electric utilities serve approximately 8.7 million customers in North Carolina, South Carolina, Florida, Indiana, Ohio and Kentucky. Duke Energy’s natural-gas utilities serve approximately 1.6 million customers in North Carolina, South Carolina, Ohio and Kentucky.

Duke Energy operates through several utility companies and service territories. The correct phone number, outage route, billing program and regulatory agency therefore depend on where the customer receives service. This guide explains those differences, summarizes recurring Duke Energy review themes and provides practical steps for documenting and escalating a complaint.

Duke Energy Company and Contact Information

• Company: Duke Energy Corporation
• Industry: Electric and natural-gas utility holding company
• Stock Symbol: DUK on the New York Stock Exchange
• Electric Service States: North Carolina, South Carolina, Florida, Indiana, Ohio and Kentucky
• Natural-Gas Service States: North Carolina, South Carolina, Ohio and Kentucky
• Electric Customers: Approximately 8.7 million, according to Duke Energy
• Natural-Gas Customers: Approximately 1.6 million, according to Duke Energy
• Corporate Headquarters: 525 South Tryon Street, Charlotte, NC 28202
• Corporate Office Phone: 1-800-488-3853
• Corporate and Investor Contact Outside the United States or Canada: 1-704-382-3853
• Official Website: Duke-Energy.com
• Customer Service: Duke Energy customer service
• Outage Center: Report or check a Duke Energy outage
• Outage Map: Duke Energy outage map
• Billing and Payment: Duke Energy billing resources
• Payment Assistance: Duke Energy payment assistance
• Start, Stop or Move Service: Duke Energy service changes
• Submit a Claim: Duke Energy claims
• Fraud and Scam Information: Report Duke Energy fraud or scams

Duke Energy’s website may ask customers to choose a state, enter a service location or sign in before displaying territory-specific information. Support numbers, hours, billing programs and eligibility rules can vary. Confirm the current route on Duke Energy’s official website or the customer’s most recent bill.

Duke Energy Customer-Service Numbers by Service Area

• Duke Energy Carolinas: 1-800-777-9898
• Duke Energy Progress: 1-800-452-2777
• Duke Energy Florida: 1-800-700-8744
• Duke Energy Indiana: 1-800-521-2232
• Duke Energy Ohio and Kentucky: 1-800-544-6900

Duke Energy Outage-Reporting Numbers

• Duke Energy Carolinas: 1-800-769-3766, also known as 1-800-POWERON
• Duke Energy Progress: 1-800-419-6356
• Duke Energy Florida: 1-800-228-8485
• Duke Energy Indiana: 1-800-343-3525
• Duke Energy Ohio and Kentucky: 1-800-543-5599
• Text Outage Reporting: Text OUT to 57801 from a mobile number associated with the Duke Energy account

Customer-service representatives do not normally dispatch restoration crews faster than the outage-reporting system. Report the outage through the official outage route so that Duke Energy can associate it with the correct location and circuit.

Which Duke Energy Company Serves the Account?

“Duke Energy” can refer to the parent company or one of several regulated operating utilities. Before contacting support, identify the company name shown on the bill, account page, outage notice or service agreement.

Duke Energy Carolinas and Duke Energy Progress

Both Duke Energy Carolinas and Duke Energy Progress serve parts of North Carolina and South Carolina, but they are separate operating utilities with different customer-service and outage numbers. A customer’s ZIP code or state alone may not identify the correct company.

Use the exact operating-company name displayed on the bill. If the bill says Duke Energy Carolinas, use the Carolinas numbers. If it says Duke Energy Progress, use the Progress numbers.

Duke Energy Florida

Duke Energy Florida customers should use the Florida customer-service and outage routes. Florida billing programs, rate schedules, minimum charges, assistance options and regulatory procedures may differ from programs offered in other Duke territories.

Duke Energy Indiana

Duke Energy Indiana provides electric service and uses its own account-support and outage numbers. Indiana utility complaints are handled through Indiana agencies rather than a Carolina or Florida regulator.

Duke Energy Ohio and Kentucky

Duke Energy Ohio and Duke Energy Kentucky provide electric service and also operate natural-gas systems in portions of those states. Electric outages and natural-gas emergencies use different phone numbers.

Piedmont Natural Gas Is a Separate Support Route

Piedmont Natural Gas is a Duke Energy subsidiary serving natural-gas customers in North Carolina and South Carolina. Its account and emergency routes are separate from the Duke Energy electric numbers.

• Piedmont Natural Gas Customer Service and Gas Emergency: 1-800-752-7504
• Official Customer-Service Page: Piedmont Natural Gas customer service

Duke Energy completed the sale of Piedmont Natural Gas’s Tennessee utility operations to Spire in March 2026. Tennessee natural-gas customers should use the provider and contact information shown on their current bill rather than assuming that Duke Energy remains the correct utility.

Duke Energy Home Services and Other Optional Programs

Some surge-protection, appliance-repair, warranty, energy-service or home-service products may be offered by an unregulated Duke Energy affiliate or an outside provider. These programs are not necessarily part of regulated electric or gas service.

Before filing a complaint, check the agreement for:

• The legal name of the company providing the product
• The administrator or contractor handling service
• The cancellation procedure
• The claim or repair process
• Coverage limits and exclusions
• Whether the charge appears separately on the utility bill

A complaint involving an optional protection plan may require a different department from a complaint involving electric usage, rates, an outage or regulated natural-gas service.

Public Duke Energy Review Snapshot

When this article was prepared in September 2026, the new Zero Stars Duke Energy listing had no published customer reviews. A displayed rating of 0 from 0 reviews means no rating history had been established. It does not mean customers collectively gave Duke Energy a neutral rating.

The Duke Energy Trustpilot profile displayed a rating of 1.4 out of 5 from 133 reviews. Trustpilot showed 87% of reviews at one star and stated that the unclaimed profile had no history of asking customers for reviews. Trustpilot cautioned that the sample might not be representative.

ConsumerAffairs maintained separate profiles for major Duke Energy service areas:

• Duke Energy Florida: The ConsumerAffairs Florida profile displayed 1.1 out of 5 from 389 reviews, with 95% at one star when checked.
• Duke Energy Carolinas: The ConsumerAffairs Carolinas profile displayed 1.1 out of 5 from 205 reviews, with 93% at one star when checked.

The Better Business Bureau profile for Duke Energy Florida showed an A+ BBB rating but stated that the business was not BBB Accredited. The BBB also explained that customer reviews are not used when calculating its letter grade.

These figures should not be added together or averaged. The pages cover different service territories, use different rating systems and attract different groups of reviewers. A voluntary review page is also not a scientific measure of satisfaction across millions of customers.

Customer reviews represent the experiences, opinions and allegations of their authors. They do not prove that Duke Energy made an error in every case or that all customers, service territories, employees and contractors provide the same experience.

What Customers Say They Like About Duke Energy

Prompt Restoration in Some Outages

Some reviewers report that Duke Energy restored service quickly or arrived sooner than expected. Restoration time depends on the cause, weather, access, damaged equipment, crew availability and the number of customers affected.

Professional Field Crews

Positive comments sometimes praise lineworkers, technicians or contractors for explaining the problem, working safely or completing repairs professionally. The performance of a particular crew does not necessarily represent every service event.

Helpful Individual Representatives

Some customers describe representatives who listened carefully, explained an account issue, provided reassurance or moved a complaint to the proper department. Positive comments frequently concern a particular employee rather than the entire support system.

Energy Assessments and Usage Information

Some reviewers praise home energy assessments and detailed explanations of possible energy loss. Duke Energy also provides online usage and energy-saving tools that may help customers compare usage over time.

Multiple Outage and Account Channels

Duke Energy provides online outage reporting, an outage map, mobile account tools, text reporting and regional phone numbers. Customers who can complete their request online may find these tools more convenient than waiting for telephone support.

Common Duke Energy Complaints

The following themes appeared repeatedly across public Duke Energy reviews examined for this article. They summarize what customers allege and should not be read as findings that every complaint is accurate or that Duke Energy caused every reported problem.

High or Unexpected Electric Bills

Many Duke Energy complaints concern a bill that increased more than the customer expected. Reviewers may attribute the increase to rates, fees, weather, inaccurate usage, a meter problem, a shortened billing period or an unexplained account adjustment.

The dollar total alone does not identify the reason for a change. A useful comparison includes kilowatt-hour usage, the number of billing days, the rate schedule, prior balances, deposits, optional services and average daily usage.

Rate Increases and Minimum Charges

Some customers complain that their costs increased even though they believe their electricity use remained similar. Rates, riders, fuel costs, minimum-bill provisions and approved adjustments vary by state and operating utility.

Ask Duke Energy to identify the rate schedule and each charge that changed. For a regulated rate concern, the state utility commission may have approved orders or tariff information explaining when the adjustment took effect.

Security Deposits and Additional Deposits

Deposit complaints often involve:

• A deposit required to establish service
• An additional deposit following late payment or disconnection
• The amount used to calculate the deposit
• How long the deposit will be held
• Whether interest applies
• When the deposit will be refunded or credited
• How a deposit is handled after moving or closing an account

Ask for the deposit policy, calculation, account event that caused the review and refund requirements in writing. Deposit rules may differ by state and utility.

Payment Posting, Returned Payments and Duplicate Charges

Some reviewers allege that a payment was delayed, returned, posted to the wrong account or processed more than once. Others report that an online payment appeared unsuccessful but later reached their bank.

When disputing a payment issue, preserve:

• The Duke Energy confirmation number
• The date and time the payment was submitted
• The payment method and last four digits
• The amount
• Bank or card records
• Any error message or screenshot
• The date Duke Energy says the payment posted or failed

Do not immediately repeat a payment after an error without first checking the bank account and Duke Energy payment history. A second attempt can create a duplicate withdrawal.

Automatic Payment Problems

Some customers say they believed autopay was active but later received a late notice, disconnection warning or returned-payment charge. Others report difficulty stopping automatic payments after moving.

Verify the enrollment effective date, scheduled withdrawal date and final payment status. After stopping service, confirm whether automatic payment will cover the final bill or whether the customer must submit it separately.

Budget Billing or Levelized-Billing Changes

Billing-plan complaints may involve an amount that changed, a plan that ended, an accumulated balance or a higher final payment than expected. Programs that smooth monthly payments are not necessarily discounts. The customer remains responsible for the actual charges accumulated under the applicable program.

Before enrolling, leaving or disputing a billing plan, request:

• The calculation used for the current payment
• The actual energy charges for each month
• Any deferred or accumulated balance
• The adjustment schedule
• The amount due if the plan or account ends

Difficulty Reaching a Live Representative

Public reviews frequently describe automated telephone systems, chatbots, long holds, repeated transfers or difficulty reaching an employee who can address a specialized issue. Some customers report that they received different explanations from different representatives.

Keep a contact log containing the date, time, phone number, department, representative’s name or identification, case number and promised follow-up. Ask for a supervisor or written explanation when the answer remains unclear.

Disconnection and Reconnection Complaints

Some of the most serious reviews concern service being disconnected after a disputed payment, a missed arrangement, a deposit request or an account misunderstanding. Others concern the amount required to restore service or the time needed for reconnection.

A complaint or review does not automatically stop a disconnection. Contact Duke Energy and the appropriate state regulator immediately when a shutoff deadline is approaching. Ask what amount must be paid, what documentation is required and whether any extension, installment plan or assistance program is available.

Power Outages and Changing Restoration Estimates

Outage complaints often concern repeated interruptions, a restoration estimate that changed, limited information about the cause or a longer outage than the customer expected.

Restoration estimates may change after crews inspect the damage, locate the failed equipment, clear a hazard or discover that additional repairs are required. Record each estimate and the time it was provided, but understand that an estimate is not necessarily a guarantee.

Start, Stop and Move-Service Problems

Some reviewers allege that service was not started or stopped on the requested date, that charges continued after a move or that an account transfer required unexpected identification or deposit information.

Save the online confirmation, requested date, meter information, move-out photographs and final bill. Do not assume that submitting a request completed the change until Duke Energy confirms it.

Deceased Account Holder or Estate Issues

Changing an account after the death of an account holder can require documentation showing who has authority to act for the estate or property. Reviews indicate that this process can be frustrating when the caller expects the utility to rely only on prior payment history or a joint bank account.

Before calling, gather the death certificate, letters of administration or other estate authority, identification, property documents and the current account information. Ask which documents are required before sending sensitive records.

Tree Trimming and Vegetation Management

Some customers complain about trees near power lines, trimming decisions, debris, contractor conduct, property access or landscaping damage. Photograph the area before and after scheduled work when practical, and identify the contractor shown on vehicles or paperwork.

Do not trim vegetation near energized utility lines yourself. Report immediate electrical hazards through the outage or emergency number.

Property Damage and Claim Decisions

Reviewers sometimes attribute appliance damage, electrical problems, food loss, landscaping damage or other property loss to an outage, voltage event, tree work or utility contractor. Determining responsibility may require technical records and a formal investigation.

Posting a review is not the same as filing a claim. Submit a formal claim and preserve photographs, receipts, repair reports and communications.

Optional Protection and Repair Programs

Some complaints concern surge protection, appliance-repair coverage or another paid program attached to the utility bill. Customers may allege that a repair was delayed, a contractor failed to arrive or the claimed damage fell outside the coverage terms.

Read the actual service agreement before assuming the regulated utility is responsible. The provider, administrator, contractor and claim rules may be different from Duke Energy’s ordinary electric or gas complaint process.

What To Check When a Duke Energy Bill Is Higher Than Expected

1. Compare kilowatt-hour usage. Compare the current kWh total with the prior month and the same season in an earlier year.
2. Check billing days. A longer billing period can increase the total even when average daily use remains similar.
3. Calculate average daily usage. Divide total kWh by the number of billing days for a more useful comparison.
4. Review the operating company and rate schedule. Duke Energy Carolinas, Progress, Florida, Indiana, Ohio and Kentucky may have different approved rates and charges.
5. Separate current usage from other charges. Look for prior balances, deposits, late charges, returned-payment fees, optional programs and adjustments.
6. Check whether the reading was actual or estimated. Ask Duke Energy how the usage was obtained and what review options are available.
7. Consider weather and occupancy. Heating, air conditioning, guests, working from home or an occupied property after vacancy can change consumption.
8. Inspect major electrical loads. HVAC systems, pool pumps, electric water heaters, space heaters, dehumidifiers and malfunctioning appliances can use substantial energy.
9. Account for new equipment. Electric vehicles, additional refrigerators, pumps, workshops and other new loads can alter usage.
10. Review billing-plan balances. Budget or levelized billing may separate the amount paid from the actual monthly energy charges.
11. Check solar credits separately. Customers with solar should compare production, meter information, exported energy and bill-credit details.
12. Confirm the service dates and address. Make sure the bill does not include days after a move, a prior address or an unexpected account transfer.
13. Request a written explanation. Ask Duke Energy to identify the exact usage, rate, fee or account event that produced the increase.

Duke Energy Payment Plans, Extensions and Assistance

Duke Energy provides several account-assistance pages, but eligibility and program terms depend on the customer’s state, operating company, account history and current balance.

Payment Assistance Finder

The Duke Energy Payment Assistance Finder helps customers search for available assistance resources. Programs may include government funding, community agencies, nonprofit assistance or territory-specific utility programs.

Funding can be limited and may not be immediately available. Keep proof of every application and ask Duke Energy whether an application affects an approaching disconnection date.

Due-Date Extensions

Duke Energy’s due-date extension page states that eligible customers may be able to extend a due date by one to 10 business days. The option may be limited to two times per year and may not be available when the account is already on an installment plan.

Confirm the exact amount and new date before relying on an extension. Save the approval screen or confirmation number.

Disconnect Extensions

Duke Energy also publishes a disconnect-extension option. The company states that eligible residential and business customers may receive up to five business days to pay a past-due balance and avoid disconnection.

This is not automatic and may not be available for every account. Obtain confirmation rather than assuming that calling customer service paused the shutoff.

Installment Plans

The Duke Energy installment-plan page describes payment arrangements that may divide an eligible balance over time.

Before accepting a plan, confirm:

• The initial payment
• The installment amount
• The regular monthly bill that remains due
• Every payment date
• Late-payment consequences
• What causes the arrangement to default
• Whether another deposit or reconnection charge could apply

Budget or Levelized Billing

Duke Energy may offer budget or levelized-billing options intended to reduce large seasonal changes in the amount due. These plans generally change the timing of payments rather than reducing the total cost of electricity.

Review the actual charges and any accumulated difference between those charges and the amount paid. Ask how that difference will be handled if the customer moves, closes the account or leaves the program.

Duke Energy Outages, Restoration and Electrical Safety

Report an outage through the Duke Energy outage center, the mobile app, the appropriate regional outage number or by texting OUT to 57801 from the mobile number associated with the account.

Use the Duke Energy outage map to check reported outages and restoration information.

What To Document During an Outage

• The date and time the power went out
• Whether the entire property or only part of it lost power
• Whether neighboring properties were affected
• The time and method used to report the outage
• Any confirmation or outage number
• Each estimated restoration time
• Changes to the estimated time
• The time full service returned
• Flickering, partial power, unusual sounds or damaged equipment
• Photographs of visible damage when safe to take

Downed Power Lines and Electrical Hazards

Treat every downed line as energized. Stay far away and keep other people and pets away. Do not touch the line, a tree, fence, vehicle, standing water or any object contacting the line.

Call 911 when there is an immediate threat to life, fire, traffic or public safety. Also report the condition using the Duke Energy outage number for the service area.

Generator Safety

Generators should be operated outdoors and far from doors, windows and vents. Never operate a generator inside a home, garage or enclosed area. Improper operation can cause carbon-monoxide poisoning or send electricity back into utility lines, creating a danger for crews and neighbors.

Restoration Estimates

An estimated restoration time can change as crews inspect damage, remove hazards, obtain materials or discover additional problems. During major events, utilities may prioritize emergency facilities, public-safety hazards and repairs that restore service to larger groups before individual service lines.

A changing estimate can still be frustrating, but it does not necessarily prove that no work is occurring. A useful review should identify the original estimate, later updates and the actual restoration time.

Duke Energy Natural-Gas Service and Gas-Leak Emergencies

Duke Energy provides natural-gas service in parts of Ohio and Kentucky. Piedmont Natural Gas, a Duke Energy subsidiary, serves customers in North Carolina and South Carolina.

Duke Energy Ohio and Kentucky Gas Emergency

If a Duke Energy Ohio or Kentucky customer suspects a natural-gas leak:

1. Leave the building or area immediately.
2. Do not operate lights, switches, appliances, phones or electronics near the suspected leak.
3. Do not light a match, smoke or create a flame.
4. From a safe location, call 1-800-634-4300 or 911.
5. Do not return until emergency or utility personnel say it is safe.

Official Duke Energy natural-gas information is available through the Duke Energy natural-gas page.

Piedmont Natural Gas Emergency

Piedmont Natural Gas customers in North Carolina or South Carolina should evacuate and call 1-800-752-7504 or 911 from a safe location.

Call 811 Before Digging

Call 811 before landscaping, fencing, excavation or construction so underground utilities can be located. A small digging project can still damage electric, gas, communication, water or other buried lines.

Duke Energy Claims for Equipment, Food Loss or Property Damage

Duke Energy provides an online liability claim form. The company states that Sedgwick, a third-party administrator, manages and processes claims submitted through this route.

A claim may involve alleged damage resulting from:

• A power event or voltage concern
• Utility or contractor work
• Tree or vegetation work
• A pole, line, meter or other utility facility
• Food loss during an outage
• Appliance or electronic-equipment damage
• Landscaping, driveway or other property damage

Submitting a claim does not guarantee payment. Duke Energy or its claim administrator may investigate the cause, responsibility, condition and value of the claimed loss.

Records To Keep for a Duke Energy Claim

• Photographs or video of the damage
• The date and approximate time of the event
• Outage, service-order or incident numbers
• Receipts, invoices and repair estimates
• Equipment model numbers and serial numbers
• Approximate purchase dates
• An electrician’s or technician’s written findings
• Witness information when relevant
• Emails, letters and notes from telephone conversations
• The claim number and all responses from Sedgwick or Duke Energy

A claim under an optional surge-protection or appliance program may have a separate administrator, coverage limit and submission process. Review the agreement before using the general utility liability form.

Start, Stop or Move Duke Energy Service

Duke Energy’s start, stop and move service tool helps customers open an account, close service or transfer service to another qualifying address.

Starting Service

Duke Energy may request identification, service-address information and a credit review. Depending on the operating company, account history and applicable rules, a deposit or guarantee may be required.

Before the start date, confirm:

• The exact service address and unit number
• The requested start date
• Whether access or a meter appointment is necessary
• The deposit amount and payment deadline
• The first billing date
• Whether an optional product was added

Stopping Service

Save the stop-service confirmation and record the meter reading when practical. Confirm the forwarding address, final bill, deposit disposition and automatic-payment status.

Do not assume that moving out, ending a lease or transferring ownership automatically stops utility billing. The account holder normally must submit and confirm the request.

Moving Within Duke Energy Territory

A move may involve closing one account and opening another. Ask whether the deposit transfers, whether the account numbers change and how the final and first bills will be handled.

Deposit Refunds

Duke Energy’s service information indicates that deposit treatment depends on the customer’s payment history and account status. A deposit may eventually be returned, credited or applied to a final balance under the applicable rules.

Request a written explanation showing:

• The original deposit
• Any additional deposit
• Interest, when applicable
• Credits or deductions
• The final refund or remaining balance

Duke Energy Scam and Imposter Warnings

Scammers may impersonate Duke Energy in telephone calls, search advertisements, text messages, emails, payment websites or door-to-door visits. Common tactics include threatening immediate disconnection or demanding an unusual payment method.

Warning Signs

• A demand for immediate payment to avoid instant shutoff
• Payment by gift card, prepaid card, wire transfer or cryptocurrency
• A request for a password or verification code
• A telephone number supplied in an unsolicited message
• A paid search advertisement using an unofficial support number
• A request to install remote-access software
• A claim that the customer must use one specific payment method
• An unexpected refund request requiring bank or card details

Do not use the number supplied by a suspicious caller or message. Hang up and use Duke Energy’s official website, mobile app, the number printed on a genuine bill or the appropriate service-area number listed above.

Duke Energy has warned that scammers may threaten an immediate disconnection, while legitimate utility procedures generally include notices and established account processes. An urgent threat should be independently verified before payment or private information is provided.

How To Escalate a Duke Energy Complaint

1. Identify the operating utility. Confirm whether the account is Duke Energy Carolinas, Duke Energy Progress, Duke Energy Florida, Duke Energy Indiana, Duke Energy Ohio, Duke Energy Kentucky or Piedmont Natural Gas.
2. Use the emergency route when necessary. Do not begin a downed-line, outage or gas-leak emergency with an ordinary billing complaint.
3. Gather the documents. Save bills, usage records, notices, payment confirmations, photographs, agreements, service orders and prior communications.
4. Contact the correct department. Separate billing, payments, service changes, outages, gas emergencies, construction, vegetation, claims and optional protection programs.
5. Open a formal case. Ask for a case, ticket, work-order, outage or claim number.
6. State the requested resolution. Explain whether you want a bill explanation, payment correction, deposit review, reconnection, service appointment, property repair or claim decision.
7. Request supervisor review. Escalate when the first representative cannot explain or resolve the issue.
8. Ask for the decision in writing. Written information is especially useful for deposits, disputed usage, denied claims and regulatory complaints.
9. Protect deadlines. A pending complaint does not automatically pause a bill, payment arrangement, disconnection, claim or appeal deadline.
10. Contact the state utility regulator. Use the regulator for the state and operating utility shown on the account when the regulated-service complaint remains unresolved.

Frequently Asked Questions About Duke Energy

What is Duke Energy’s main customer-service number?

Duke Energy does not have one residential account-support number for every customer. The correct number depends on the operating utility:

• Duke Energy Carolinas: 1-800-777-9898
• Duke Energy Progress: 1-800-452-2777
• Duke Energy Florida: 1-800-700-8744
• Duke Energy Indiana: 1-800-521-2232
• Duke Energy Ohio and Kentucky: 1-800-544-6900

What is the Duke Energy corporate-office phone number?

The Duke Energy corporate-office number is 1-800-488-3853. Account-specific billing, outage and payment questions should normally go to the appropriate service-area number.

Where is Duke Energy headquarters?

Duke Energy Corporation is headquartered at 525 South Tryon Street, Charlotte, NC 28202. Older sources may show 550 South Tryon Street, but the current corporate address is 525 South Tryon Street.

How do I report a Duke Energy power outage?

Report the outage online, through the Duke Energy app, by texting OUT to 57801 from the mobile number associated with the account or by calling the outage number for the service territory.

What is the difference between Duke Energy Carolinas and Duke Energy Progress?

They are separate regulated electric utilities that both serve portions of North Carolina and South Carolina. Use the operating-company name shown on the bill to select the correct customer-service, outage and regulatory information.

Why is my Duke Energy bill suddenly higher?

The increase may involve energy usage, billing days, weather, approved rates, a prior balance, deposit, optional service, payment charge or billing-plan adjustment. Compare kWh usage and every line item before asking Duke Energy for a written explanation.

Can Duke Energy require an additional deposit?

Deposit requirements depend on the state, operating utility, account history and applicable tariff or consumer rules. Ask for the reason, calculation, refund requirements and available dispute process in writing.

Does a payment extension stop disconnection?

Only when Duke Energy confirms that the specific extension or arrangement applies to the account and disconnection date. Do not rely on a pending request, assistance application or verbal discussion without confirmation.

Does budget billing reduce the cost of electricity?

Generally, no. Budget or levelized billing is designed to reduce seasonal payment swings. It does not eliminate the customer’s responsibility for the actual energy charges accumulated under the program.

What number should I call for a Duke Energy natural-gas leak?

Duke Energy Ohio and Kentucky customers should leave the area and call 1-800-634-4300 or 911 from a safe location. Piedmont Natural Gas customers in North Carolina or South Carolina should call 1-800-752-7504 or 911 after evacuating.

How do I file a Duke Energy damage claim?

Use Duke Energy’s official online liability-claim form. Duke Energy states that Sedgwick administers these claims. Keep photographs, invoices, technical findings, claim numbers and all correspondence.

Who regulates Duke Energy?

The regulator depends on the service state. Duke Energy customers may be regulated by agencies in North Carolina, South Carolina, Florida, Indiana, Ohio or Kentucky. Begin with the agency for the state and operating company shown on the bill.

Is Piedmont Natural Gas the same customer-service department as Duke Energy?

No. Piedmont Natural Gas is a Duke Energy subsidiary but has separate account and emergency routes. North Carolina and South Carolina Piedmont customers should use the Piedmont number shown on their gas bill.

Does a 0 rating mean Duke Energy received neutral reviews?

No. When this listing was created, Zero Stars displayed 0 because no customer reviews had been published. A genuine 0-star review represents a neutral or evenly mixed experience.

Can Zero Stars report my outage or stop a Duke Energy disconnection?

No. ZeroStars.org cannot access an account, report an outage, restore service, change a bill, approve assistance, stop a disconnection or process a claim. Use Duke Energy and the appropriate state agency directly.

What To Include in a Duke Energy Review

A useful Duke Energy review should explain:

• The operating utility shown on the bill
• The state, city or general service area without publishing the full address
• Whether the account was residential or commercial
• The approximate date or billing period
• Whether the issue involved billing, a deposit, payment, outage, service change, gas service, vegetation or a claim
• The disputed amount or energy usage when relevant
• The kWh usage and number of billing days for a high-bill complaint
• How and when Duke Energy was contacted
• The customer-service or outage number used
• Whether a case, work-order, outage or claim number was provided
• What Duke Energy said or did in response
• The resolution requested
• The final outcome
• Anything a representative or field crew handled well

How To Rate Duke Energy on Zero Stars

Zero Stars uses a color-coded scale from -5 to +5 stars. Consider billing accuracy, explanations of rates and fees, deposit handling, payment processing, outage response, communication, field work, safety, claim handling and the final resolution.

Conclusion

Duke Energy serves millions of electric and natural-gas customers across several states. The company provides regional outage reporting, online account tools, payment-assistance resources, service-change options and formal claim procedures. Some customers praise prompt restoration, professional field crews or helpful individual representatives.

Negative public reviews frequently concern bills, security deposits, payment processing, customer-service access, disconnections, restoration estimates, service changes and claims. Because Duke Energy operates through several regulated utilities, customers should first identify the operating-company name shown on the bill and use the correct regional number.

Customers can strengthen a complaint by documenting usage, billing days, payments, notices, case numbers, outage times and promised follow-up. Urgent electrical and gas hazards should be reported directly to the utility or 911. Unresolved regulated-service complaints may be escalated to the utility regulator in the customer’s state.

Compare this company with FPL reviews and complaints, or browse additional utility company reviews and complaints on Zero Stars.

Comments and Discussions

Join the conversation below. Read Duke Energy reviews, ask questions and share what happened with your bill, deposit, payment, outage, account, service change, natural-gas service, field work or customer-service complaint.

Information reviewed and updated September 2026. ZeroStars.org is an independent review platform and is not affiliated with Duke Energy Corporation, its regulated utilities, Piedmont Natural Gas, Sedgwick or any state utility commission. Customer-service numbers, outage numbers, assistance programs, eligibility rules, rates, claims procedures and public review totals can change. Customer reviews reflect individual opinions and allegations. This article provides general consumer information and is not legal, financial, electrical, medical or emergency advice.