{"id":"duke-energy","page":"https://escalate.alexgaoth.com/#/c/duke-energy","html":"https://escalate.alexgaoth.com/c/duke-energy/","generated":"2026-10-15","company":{"id":"duke-energy","name":"Duke Energy","aliases":["Duke","Duke Energy Carolinas","Duke Energy Progress","Duke Energy Florida","Duke Energy Indiana","Duke Energy Ohio","Duke Energy Kentucky","Piedmont Natural Gas"],"sector":"utility","website":"https://www.duke-energy.com","notes":"Electric operating companies: Duke Energy Carolinas and Duke Energy Progress (North Carolina and South Carolina), Duke Energy Florida, Duke Energy Indiana, and Duke Energy Ohio/Kentucky (electric and gas). Piedmont Natural Gas is Duke's gas utility in the Carolinas. Phone numbers differ by operating company; the bill shows which one serves the account. Duke Energy Carolinas and Duke Energy Progress applied in 2025 to combine into one utility; Duke targets January 1, 2027. Duke sold its Tennessee Piedmont Natural Gas business to Spire on March 31, 2026 (now Spire Tennessee). State commissions: North Carolina Utilities Commission (consumer complaints go to its Public Staff), Public Service Commission of South Carolina, Florida Public Service Commission, Indiana Utility Regulatory Commission, Public Utilities Commission of Ohio, Kentucky Public Service Commission.","channels":[{"id":"dec-customer-service-phone","type":"phone","label":"Duke Energy Carolinas residential customer service and pay by phone","value":"+1-800-777-9898","hours":"7 a.m. to 7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Duke also lists this number for high water and nuclear emergencies.","source":"https://www.duke-energy.com/Customer-Service/Business?jur=SC01","last_verified":"2026-10-12"},{"id":"dep-customer-service-phone","type":"phone","label":"Duke Energy Progress customer service and pay by phone","value":"+1-800-452-2777","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"def-customer-service-phone","type":"phone","label":"Duke Energy Florida customer service and pay by phone","value":"+1-800-700-8744","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dei-customer-service-phone","type":"phone","label":"Duke Energy Indiana customer service and pay by phone","value":"+1-800-521-2232","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"deok-customer-service-phone","type":"phone","label":"Duke Energy Ohio and Kentucky customer service (billing, usage history, medical certificates)","value":"+1-800-544-6900","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dec-outage-phone","type":"phone","label":"Report an outage, Duke Energy Carolinas (800-POWERON)","value":"+1-800-769-3766","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dep-outage-phone","type":"phone","label":"Report an outage, Duke Energy Progress","value":"+1-800-419-6356","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"def-outage-phone","type":"phone","label":"Report an outage, Duke Energy Florida","value":"+1-800-228-8485","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dei-outage-phone","type":"phone","label":"Report an outage, Duke Energy Indiana","value":"+1-800-343-3525","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"deok-outage-phone","type":"phone","label":"Report an outage, Duke Energy Ohio and Kentucky","value":"+1-800-543-5599","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"outage-text","type":"sms","label":"Text OUT to 57801 from the mobile phone on the electric account to report an outage","value":"57801","purposes":["service_outage"],"notes":"Text REG to the same number to sign up for outage alerts.","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Duke Energy natural gas emergencies (also call 911)","value":"+1-800-634-4300","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"piedmont-phone","type":"phone","label":"Piedmont Natural Gas emergencies and pay bill (also call 911 for a gas emergency)","value":"+1-800-752-7504","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"installment-plans-page","type":"portal","label":"Due date extensions and installment plans","value":"https://www.duke-energy.com/home/billing/assistance/installment-plans","purposes":["disconnection"],"source":"https://www.duke-energy.com/home/billing/assistance/installment-plans","last_verified":"2026-10-12"},{"id":"medical-certificate-request","type":"web_form","label":"Medical certificate request (Duke Energy Ohio and Kentucky)","value":"https://www.duke-energy.com/home/billing/assistance/medical-certificate-request","purposes":["disconnection"],"notes":"The licensed medical practitioner must request the certificate. A request does not guarantee approval.","source":"https://www.duke-energy.com/home/billing/assistance/medical-certificate-request","last_verified":"2026-10-12"},{"id":"medically-essential-page","type":"portal","label":"Medically Essential program (Carolinas)","value":"https://www.duke-energy.com/Home/Billing/Special-Assistance/Medically-Essential?jur=SC01","purposes":["disconnection"],"source":"https://www.duke-energy.com/Home/Billing/Special-Assistance/Medically-Essential?jur=SC01","last_verified":"2026-10-12"},{"id":"life-support-request","type":"web_form","label":"Life Support Program request (helps Duke locate customers with electric life support equipment)","value":"https://www.duke-energy.com/home/billing/special-assistance/life-support","purposes":["service_outage"],"source":"https://www.duke-energy.com/home/billing/special-assistance/life-support","last_verified":"2026-10-12"},{"id":"share-the-light-page","type":"portal","label":"Share the Light Fund (bill assistance through partner agencies)","value":"https://www.duke-energy.com/home/billing/special-assistance/share-the-light","purposes":["disconnection"],"source":"https://news.duke-energy.com/releases/duke-energy-launches-more-robust-customer-assistance-program-called-share-the-light-fund","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","note":"Call the customer service number for your operating company (on the bill)."},{"rung":"supervisor"},{"rung":"written_complaint","note":"Duke publishes no complaint email, form or mailing address. Put the dispute in writing through the account or by mail to the address on the bill."},{"rung":"state_agency","agency_kind":"utility_commission","note":"North Carolina: informal complaint to the Public Staff of the North Carolina Utilities Commission, or a formal complaint to the Commission. Other states: the state commission listed in notes."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with Duke first, keep paying undisputed amounts, then go to the state commission.","evidence":["the bill","meter readings shown on the bill","earlier bills for comparison","notes of each call with date and name"],"steps":[{"do":"Call customer service for your operating company. Ask whether the bill used an actual or an estimated reading, and ask for a correction.","channel":"dec-customer-service-phone","note":"Use the number for your own operating company. Each one is a separate channel in this file."},{"do":"If you think the meter is wrong, ask for a meter test and ask what it costs."},{"do":"Keep paying the part of the bill you do not dispute. Duke's South Carolina tariff says a claim against Duke cannot be set off against money owed for service."},{"do":"If Duke does not fix it, ask for a supervisor, then complain to the state utility commission."}],"facts":[{"kind":"fee","claim":"Duke Energy Carolinas' South Carolina service regulations list a meter test charge of $50.00 for self-contained meters and $65.00 for all other meters, for tests beyond the commission's test schedule.","issues":["billing_error"],"source":"https://p-cd.duke-energy.com/-/media/pdfs/for-your-home/rates/electric-sc/scleafs.pdf?rev=63f20062096c48ce9b94acecd09f7166","last_verified":"2026-10-12"},{"kind":"process","claim":"In North Carolina, Duke says a customer may appeal a company decision with an informal complaint to the Public Staff of the North Carolina Utilities Commission, or a formal complaint with the Commission.","issues":["billing_error","disconnection"],"source":"https://www.duke-energy.com/-/media/pdfs/for-your-home/dec-powerpair-terms-and-conditions.pdf?rev=431cd69341c344dcb7170779f97802f5","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for a due date extension or installment plan before the due date; use a medical certificate if someone's health is at risk.","evidence":["disconnection notice","account number","physician contact for a medical certificate"],"steps":[{"do":"Call customer service before the due date. Ask for a due date extension (up to 10 business days) or an installment plan.","channel":"dec-customer-service-phone","note":"Use the number for your own operating company."},{"do":"In Ohio or Kentucky, if disconnection would be especially dangerous to someone's health, call 800-544-6900 to check eligibility for a medical certificate. The medical practitioner then requests it.","channel":"medical-certificate-request"},{"do":"Apply for help from the Share the Light Fund through a local partner agency.","channel":"share-the-light-page"},{"do":"If Duke will not agree to terms, complain to the state utility commission before the disconnection date."}],"facts":[{"kind":"policy","claim":"A Due Date Extension gives up to 10 business days beyond the original due date.","issues":["disconnection"],"source":"https://www.duke-energy.com/home/billing/assistance/installment-plans","last_verified":"2026-10-12"},{"kind":"policy","claim":"Installment Plans for residential customers split past-due balances or deposits into equal monthly payments. No down payment is required, and the first payment is due with the next statement.","issues":["disconnection"],"source":"https://www.duke-energy.com/home/billing/assistance/installment-plans","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke's Medical Certification (Ohio and Kentucky) prevents disconnection for 30 days, or restores service if the certificate is provided within 21 days of disconnection. A household may get three certifications in a 12-month period and must enter an extended payment plan.","issues":["disconnection"],"source":"https://www.duke-energy.com/home/billing/special-assistance/medical-certification-and-customer-rights","last_verified":"2026-10-12"},{"kind":"policy","claim":"In the Carolinas, the Medical Alert (Duke Energy Carolinas) and Medically Essential (Duke Energy Progress) programs flag the account but do not prevent disconnection for nonpayment.","issues":["disconnection"],"source":"https://p-cd.duke-energy.com/-/media/pdfs/for-your-home/bill-inserts-2022/05may/annual-3rd-party-medical-alert-reg-dep-carolinas.pdf?la=en&rev=a49ce0bc7c9149e4bfb6649a03a75d0c","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Share the Light Fund pays energy bills, deposits and reconnection or connection charges for qualifying customers through partner agencies.","issues":["disconnection"],"source":"https://news.duke-energy.com/releases/duke-energy-launches-more-robust-customer-assistance-program-called-share-the-light-fund","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage to the outage line for your operating company, by text, or in the app.","evidence":["account number or service address","outage start time"],"steps":[{"do":"Report the outage by phone for your operating company, or text OUT to 57801 from the phone on the account.","channel":"outage-text"},{"do":"If someone uses electric life support equipment, register for the Life Support Program before an outage.","channel":"life-support-request"}]}],"tips":[{"kind":"official","text":"Each Duke operating company has its own customer service and outage number. Use the one that matches the company name on the bill.","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"}],"known_blockers":["duke-energy.com returned HTTP 403 to automated requests on 2026-10-12, and the main site showed a \"Be Right Back\" page. Values here come from that page and from search results on duke-energy.com.","Account changes, payment arrangements and extensions need sign-in to the Duke Energy account or a call by the account holder."],"official_domains":["duke-energy.com","piedmontng.com"],"security":{"never_asks":[{"kind":"policy","claim":"Duke Energy says it never threatens to cut off power immediately, never seeks immediate payment, and never calls customers to request personal information (January 2022 news release).","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy and Piedmont Natural Gas employees will never ask for cash or prepaid cards in exchange for service.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy never asks a customer with a delinquent account to buy a prepaid debit card to avoid disconnection. Delinquent accounts get advance notice with the regular monthly bill, never a single notice one hour before disconnection (March 2017 news release).","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim to be Duke Energy representatives and threaten shutoff unless a payment is made quickly, often by prepaid card, money wire or money order, then ask for the card's receipt number and PIN.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers have copied Duke Energy's automated payment phone system so their callback numbers seem real, and some spoof Duke's customer service number on caller ID.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Duke Energy during storms with live calls or robocalls. Duke says a caller who asks for payment by prepaid debit card is a red flag.","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors come to homes and businesses claiming to be utility employees. Duke advises not to let anyone in unless their identity is verified or the visit was scheduled.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scams-page","type":"web_form","label":"Duke Energy scams and fraud page (reporting)","value":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","notes":"The page blocked automated readers (HTTP 403) on 2026-10-12, so its contents were not checked. Duke also tells customers to use the number on their bill.","source":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"duke-energy","name":"Duke Energy","sector":"utility","website":"https://www.duke-energy.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the bill with Duke first, keep paying undisputed amounts, then go to the state commission.","evidence":["the bill","meter readings shown on the bill","earlier bills for comparison","notes of each call with date and name"],"steps":[{"do":"Call customer service for your operating company. Ask whether the bill used an actual or an estimated reading, and ask for a correction.","note":"Use the number for your own operating company. Each one is a separate channel in this file.","channel":{"id":"dec-customer-service-phone","type":"phone","label":"Duke Energy Carolinas residential customer service and pay by phone","value":"+1-800-777-9898","hours":"7 a.m. to 7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Duke also lists this number for high water and nuclear emergencies.","source":"https://www.duke-energy.com/Customer-Service/Business?jur=SC01","last_verified":"2026-10-12"}},{"do":"If you think the meter is wrong, ask for a meter test and ask what it costs."},{"do":"Keep paying the part of the bill you do not dispute. Duke's South Carolina tariff says a claim against Duke cannot be set off against money owed for service."},{"do":"If Duke does not fix it, ask for a supervisor, then complain to the state utility commission."}],"channels":[{"id":"dec-customer-service-phone","type":"phone","label":"Duke Energy Carolinas residential customer service and pay by phone","value":"+1-800-777-9898","hours":"7 a.m. to 7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Duke also lists this number for high water and nuclear emergencies.","source":"https://www.duke-energy.com/Customer-Service/Business?jur=SC01","last_verified":"2026-10-12"},{"id":"dep-customer-service-phone","type":"phone","label":"Duke Energy Progress customer service and pay by phone","value":"+1-800-452-2777","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"def-customer-service-phone","type":"phone","label":"Duke Energy Florida customer service and pay by phone","value":"+1-800-700-8744","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dei-customer-service-phone","type":"phone","label":"Duke Energy Indiana customer service and pay by phone","value":"+1-800-521-2232","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"deok-customer-service-phone","type":"phone","label":"Duke Energy Ohio and Kentucky customer service (billing, usage history, medical certificates)","value":"+1-800-544-6900","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Duke Energy natural gas emergencies (also call 911)","value":"+1-800-634-4300","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"piedmont-phone","type":"phone","label":"Piedmont Natural Gas emergencies and pay bill (also call 911 for a gas emergency)","value":"+1-800-752-7504","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"Duke Energy Carolinas' South Carolina service regulations list a meter test charge of $50.00 for self-contained meters and $65.00 for all other meters, for tests beyond the commission's test schedule.","issues":["billing_error"],"source":"https://p-cd.duke-energy.com/-/media/pdfs/for-your-home/rates/electric-sc/scleafs.pdf?rev=63f20062096c48ce9b94acecd09f7166","last_verified":"2026-10-12"},{"kind":"process","claim":"In North Carolina, Duke says a customer may appeal a company decision with an informal complaint to the Public Staff of the North Carolina Utilities Commission, or a formal complaint with the Commission.","issues":["billing_error","disconnection"],"source":"https://www.duke-energy.com/-/media/pdfs/for-your-home/dec-powerpair-terms-and-conditions.pdf?rev=431cd69341c344dcb7170779f97802f5","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Each Duke operating company has its own customer service and outage number. Use the one that matches the company name on the bill.","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","note":"Call the customer service number for your operating company (on the bill).","candidate_channels":["dec-customer-service-phone","dep-customer-service-phone","def-customer-service-phone","dei-customer-service-phone","deok-customer-service-phone","life-support-request"]},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Duke publishes no complaint email, form or mailing address. Put the dispute in writing through the account or by mail to the address on the bill.","candidate_channels":[]},{"index":3,"rung":"state_agency","note":"North Carolina: informal complaint to the Public Staff of the North Carolina Utilities Commission, or a formal complaint to the Commission. Other states: the state commission listed in notes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["duke-energy.com returned HTTP 403 to automated requests on 2026-10-12, and the main site showed a \"Be Right Back\" page. Values here come from that page and from search results on duke-energy.com.","Account changes, payment arrangements and extensions need sign-in to the Duke Energy account or a call by the account holder."],"security":{"official_domains":["duke-energy.com","piedmontng.com"],"never_asks":[{"kind":"policy","claim":"Duke Energy says it never threatens to cut off power immediately, never seeks immediate payment, and never calls customers to request personal information (January 2022 news release).","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy and Piedmont Natural Gas employees will never ask for cash or prepaid cards in exchange for service.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy never asks a customer with a delinquent account to buy a prepaid debit card to avoid disconnection. Delinquent accounts get advance notice with the regular monthly bill, never a single notice one hour before disconnection (March 2017 news release).","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim to be Duke Energy representatives and threaten shutoff unless a payment is made quickly, often by prepaid card, money wire or money order, then ask for the card's receipt number and PIN.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers have copied Duke Energy's automated payment phone system so their callback numbers seem real, and some spoof Duke's customer service number on caller ID.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Duke Energy during storms with live calls or robocalls. Duke says a caller who asks for payment by prepaid debit card is a red flag.","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors come to homes and businesses claiming to be utility employees. Duke advises not to let anyone in unless their identity is verified or the visit was scheduled.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scams-page","type":"web_form","label":"Duke Energy scams and fraud page (reporting)","value":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","notes":"The page blocked automated readers (HTTP 403) on 2026-10-12, so its contents were not checked. Duke also tells customers to use the number on their bill.","source":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":47},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 47 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric operating companies: Duke Energy Carolinas and Duke Energy Progress (North Carolina and South Carolina), Duke Energy Florida, Duke Energy Indiana, and Duke Energy Ohio/Kentucky (electric and gas). Piedmont Natural Gas is Duke's gas utility in the Carolinas. Phone numbers differ by operating company; the bill shows which one serves the account. Duke Energy Carolinas and Duke Energy Progress applied in 2025 to combine into one utility; Duke targets January 1, 2027. Duke sold its Tennessee Piedmont Natural Gas business to Spire on March 31, 2026 (now Spire Tennessee). State commissions: North Carolina Utilities Commission (consumer complaints go to its Public Staff), Public Service Commission of South Carolina, Florida Public Service Commission, Indiana Utility Regulatory Commission, Public Utilities Commission of Ohio, Kentucky Public Service Commission.","warnings":[]},"disconnection":{"company":{"id":"duke-energy","name":"Duke Energy","sector":"utility","website":"https://www.duke-energy.com","account_url":null},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Ask for a due date extension or installment plan before the due date; use a medical certificate if someone's health is at risk.","evidence":["disconnection notice","account number","physician contact for a medical certificate"],"steps":[{"do":"Call customer service before the due date. Ask for a due date extension (up to 10 business days) or an installment plan.","note":"Use the number for your own operating company.","channel":{"id":"dec-customer-service-phone","type":"phone","label":"Duke Energy Carolinas residential customer service and pay by phone","value":"+1-800-777-9898","hours":"7 a.m. to 7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Duke also lists this number for high water and nuclear emergencies.","source":"https://www.duke-energy.com/Customer-Service/Business?jur=SC01","last_verified":"2026-10-12"}},{"do":"In Ohio or Kentucky, if disconnection would be especially dangerous to someone's health, call 800-544-6900 to check eligibility for a medical certificate. The medical practitioner then requests it.","channel":{"id":"medical-certificate-request","type":"web_form","label":"Medical certificate request (Duke Energy Ohio and Kentucky)","value":"https://www.duke-energy.com/home/billing/assistance/medical-certificate-request","purposes":["disconnection"],"notes":"The licensed medical practitioner must request the certificate. A request does not guarantee approval.","source":"https://www.duke-energy.com/home/billing/assistance/medical-certificate-request","last_verified":"2026-10-12"}},{"do":"Apply for help from the Share the Light Fund through a local partner agency.","channel":{"id":"share-the-light-page","type":"portal","label":"Share the Light Fund (bill assistance through partner agencies)","value":"https://www.duke-energy.com/home/billing/special-assistance/share-the-light","purposes":["disconnection"],"source":"https://news.duke-energy.com/releases/duke-energy-launches-more-robust-customer-assistance-program-called-share-the-light-fund","last_verified":"2026-10-12"}},{"do":"If Duke will not agree to terms, complain to the state utility commission before the disconnection date."}],"channels":[{"id":"dec-customer-service-phone","type":"phone","label":"Duke Energy Carolinas residential customer service and pay by phone","value":"+1-800-777-9898","hours":"7 a.m. to 7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Duke also lists this number for high water and nuclear emergencies.","source":"https://www.duke-energy.com/Customer-Service/Business?jur=SC01","last_verified":"2026-10-12"},{"id":"dep-customer-service-phone","type":"phone","label":"Duke Energy Progress customer service and pay by phone","value":"+1-800-452-2777","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"def-customer-service-phone","type":"phone","label":"Duke Energy Florida customer service and pay by phone","value":"+1-800-700-8744","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dei-customer-service-phone","type":"phone","label":"Duke Energy Indiana customer service and pay by phone","value":"+1-800-521-2232","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"deok-customer-service-phone","type":"phone","label":"Duke Energy Ohio and Kentucky customer service (billing, usage history, medical certificates)","value":"+1-800-544-6900","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Duke Energy natural gas emergencies (also call 911)","value":"+1-800-634-4300","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"piedmont-phone","type":"phone","label":"Piedmont Natural Gas emergencies and pay bill (also call 911 for a gas emergency)","value":"+1-800-752-7504","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"installment-plans-page","type":"portal","label":"Due date extensions and installment plans","value":"https://www.duke-energy.com/home/billing/assistance/installment-plans","purposes":["disconnection"],"source":"https://www.duke-energy.com/home/billing/assistance/installment-plans","last_verified":"2026-10-12"},{"id":"medical-certificate-request","type":"web_form","label":"Medical certificate request (Duke Energy Ohio and Kentucky)","value":"https://www.duke-energy.com/home/billing/assistance/medical-certificate-request","purposes":["disconnection"],"notes":"The licensed medical practitioner must request the certificate. A request does not guarantee approval.","source":"https://www.duke-energy.com/home/billing/assistance/medical-certificate-request","last_verified":"2026-10-12"},{"id":"medically-essential-page","type":"portal","label":"Medically Essential program (Carolinas)","value":"https://www.duke-energy.com/Home/Billing/Special-Assistance/Medically-Essential?jur=SC01","purposes":["disconnection"],"source":"https://www.duke-energy.com/Home/Billing/Special-Assistance/Medically-Essential?jur=SC01","last_verified":"2026-10-12"},{"id":"share-the-light-page","type":"portal","label":"Share the Light Fund (bill assistance through partner agencies)","value":"https://www.duke-energy.com/home/billing/special-assistance/share-the-light","purposes":["disconnection"],"source":"https://news.duke-energy.com/releases/duke-energy-launches-more-robust-customer-assistance-program-called-share-the-light-fund","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"A Due Date Extension gives up to 10 business days beyond the original due date.","issues":["disconnection"],"source":"https://www.duke-energy.com/home/billing/assistance/installment-plans","last_verified":"2026-10-12"},{"kind":"policy","claim":"Installment Plans for residential customers split past-due balances or deposits into equal monthly payments. No down payment is required, and the first payment is due with the next statement.","issues":["disconnection"],"source":"https://www.duke-energy.com/home/billing/assistance/installment-plans","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke's Medical Certification (Ohio and Kentucky) prevents disconnection for 30 days, or restores service if the certificate is provided within 21 days of disconnection. A household may get three certifications in a 12-month period and must enter an extended payment plan.","issues":["disconnection"],"source":"https://www.duke-energy.com/home/billing/special-assistance/medical-certification-and-customer-rights","last_verified":"2026-10-12"},{"kind":"policy","claim":"In the Carolinas, the Medical Alert (Duke Energy Carolinas) and Medically Essential (Duke Energy Progress) programs flag the account but do not prevent disconnection for nonpayment.","issues":["disconnection"],"source":"https://p-cd.duke-energy.com/-/media/pdfs/for-your-home/bill-inserts-2022/05may/annual-3rd-party-medical-alert-reg-dep-carolinas.pdf?la=en&rev=a49ce0bc7c9149e4bfb6649a03a75d0c","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Share the Light Fund pays energy bills, deposits and reconnection or connection charges for qualifying customers through partner agencies.","issues":["disconnection"],"source":"https://news.duke-energy.com/releases/duke-energy-launches-more-robust-customer-assistance-program-called-share-the-light-fund","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Each Duke operating company has its own customer service and outage number. Use the one that matches the company name on the bill.","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","note":"Call the customer service number for your operating company (on the bill).","candidate_channels":["dec-customer-service-phone","dep-customer-service-phone","def-customer-service-phone","dei-customer-service-phone","deok-customer-service-phone","life-support-request"]},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Duke publishes no complaint email, form or mailing address. Put the dispute in writing through the account or by mail to the address on the bill.","candidate_channels":[]},{"index":3,"rung":"state_agency","note":"North Carolina: informal complaint to the Public Staff of the North Carolina Utilities Commission, or a formal complaint to the Commission. Other states: the state commission listed in notes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["duke-energy.com returned HTTP 403 to automated requests on 2026-10-12, and the main site showed a \"Be Right Back\" page. Values here come from that page and from search results on duke-energy.com.","Account changes, payment arrangements and extensions need sign-in to the Duke Energy account or a call by the account holder."],"security":{"official_domains":["duke-energy.com","piedmontng.com"],"never_asks":[{"kind":"policy","claim":"Duke Energy says it never threatens to cut off power immediately, never seeks immediate payment, and never calls customers to request personal information (January 2022 news release).","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy and Piedmont Natural Gas employees will never ask for cash or prepaid cards in exchange for service.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy never asks a customer with a delinquent account to buy a prepaid debit card to avoid disconnection. Delinquent accounts get advance notice with the regular monthly bill, never a single notice one hour before disconnection (March 2017 news release).","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim to be Duke Energy representatives and threaten shutoff unless a payment is made quickly, often by prepaid card, money wire or money order, then ask for the card's receipt number and PIN.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers have copied Duke Energy's automated payment phone system so their callback numbers seem real, and some spoof Duke's customer service number on caller ID.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Duke Energy during storms with live calls or robocalls. Duke says a caller who asks for payment by prepaid debit card is a red flag.","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors come to homes and businesses claiming to be utility employees. Duke advises not to let anyone in unless their identity is verified or the visit was scheduled.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scams-page","type":"web_form","label":"Duke Energy scams and fraud page (reporting)","value":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","notes":"The page blocked automated readers (HTTP 403) on 2026-10-12, so its contents were not checked. Duke also tells customers to use the number on their bill.","source":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":47},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 47 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric operating companies: Duke Energy Carolinas and Duke Energy Progress (North Carolina and South Carolina), Duke Energy Florida, Duke Energy Indiana, and Duke Energy Ohio/Kentucky (electric and gas). Piedmont Natural Gas is Duke's gas utility in the Carolinas. Phone numbers differ by operating company; the bill shows which one serves the account. Duke Energy Carolinas and Duke Energy Progress applied in 2025 to combine into one utility; Duke targets January 1, 2027. Duke sold its Tennessee Piedmont Natural Gas business to Spire on March 31, 2026 (now Spire Tennessee). State commissions: North Carolina Utilities Commission (consumer complaints go to its Public Staff), Public Service Commission of South Carolina, Florida Public Service Commission, Indiana Utility Regulatory Commission, Public Utilities Commission of Ohio, Kentucky Public Service Commission.","warnings":[]},"service_outage":{"company":{"id":"duke-energy","name":"Duke Energy","sector":"utility","website":"https://www.duke-energy.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report the outage to the outage line for your operating company, by text, or in the app.","evidence":["account number or service address","outage start time"],"steps":[{"do":"Report the outage by phone for your operating company, or text OUT to 57801 from the phone on the account.","channel":{"id":"outage-text","type":"sms","label":"Text OUT to 57801 from the mobile phone on the electric account to report an outage","value":"57801","purposes":["service_outage"],"notes":"Text REG to the same number to sign up for outage alerts.","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"}},{"do":"If someone uses electric life support equipment, register for the Life Support Program before an outage.","channel":{"id":"life-support-request","type":"web_form","label":"Life Support Program request (helps Duke locate customers with electric life support equipment)","value":"https://www.duke-energy.com/home/billing/special-assistance/life-support","purposes":["service_outage"],"source":"https://www.duke-energy.com/home/billing/special-assistance/life-support","last_verified":"2026-10-12"}}],"channels":[{"id":"dec-outage-phone","type":"phone","label":"Report an outage, Duke Energy Carolinas (800-POWERON)","value":"+1-800-769-3766","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dep-outage-phone","type":"phone","label":"Report an outage, Duke Energy Progress","value":"+1-800-419-6356","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"def-outage-phone","type":"phone","label":"Report an outage, Duke Energy Florida","value":"+1-800-228-8485","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"dei-outage-phone","type":"phone","label":"Report an outage, Duke Energy Indiana","value":"+1-800-343-3525","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"deok-outage-phone","type":"phone","label":"Report an outage, Duke Energy Ohio and Kentucky","value":"+1-800-543-5599","purposes":["service_outage"],"source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"outage-text","type":"sms","label":"Text OUT to 57801 from the mobile phone on the electric account to report an outage","value":"57801","purposes":["service_outage"],"notes":"Text REG to the same number to sign up for outage alerts.","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Duke Energy natural gas emergencies (also call 911)","value":"+1-800-634-4300","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"piedmont-phone","type":"phone","label":"Piedmont Natural Gas emergencies and pay bill (also call 911 for a gas emergency)","value":"+1-800-752-7504","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"},{"id":"life-support-request","type":"web_form","label":"Life Support Program request (helps Duke locate customers with electric life support equipment)","value":"https://www.duke-energy.com/home/billing/special-assistance/life-support","purposes":["service_outage"],"source":"https://www.duke-energy.com/home/billing/special-assistance/life-support","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Each Duke operating company has its own customer service and outage number. Use the one that matches the company name on the bill.","source":"https://be-right-back.duke-energy.com/home","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","note":"Call the customer service number for your operating company (on the bill).","candidate_channels":["dec-customer-service-phone","dep-customer-service-phone","def-customer-service-phone","dei-customer-service-phone","deok-customer-service-phone","life-support-request"]},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Duke publishes no complaint email, form or mailing address. Put the dispute in writing through the account or by mail to the address on the bill.","candidate_channels":[]},{"index":3,"rung":"state_agency","note":"North Carolina: informal complaint to the Public Staff of the North Carolina Utilities Commission, or a formal complaint to the Commission. Other states: the state commission listed in notes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["duke-energy.com returned HTTP 403 to automated requests on 2026-10-12, and the main site showed a \"Be Right Back\" page. Values here come from that page and from search results on duke-energy.com.","Account changes, payment arrangements and extensions need sign-in to the Duke Energy account or a call by the account holder."],"security":{"official_domains":["duke-energy.com","piedmontng.com"],"never_asks":[{"kind":"policy","claim":"Duke Energy says it never threatens to cut off power immediately, never seeks immediate payment, and never calls customers to request personal information (January 2022 news release).","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy and Piedmont Natural Gas employees will never ask for cash or prepaid cards in exchange for service.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy never asks a customer with a delinquent account to buy a prepaid debit card to avoid disconnection. Delinquent accounts get advance notice with the regular monthly bill, never a single notice one hour before disconnection (March 2017 news release).","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim to be Duke Energy representatives and threaten shutoff unless a payment is made quickly, often by prepaid card, money wire or money order, then ask for the card's receipt number and PIN.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers have copied Duke Energy's automated payment phone system so their callback numbers seem real, and some spoof Duke's customer service number on caller ID.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Duke Energy during storms with live calls or robocalls. Duke says a caller who asks for payment by prepaid debit card is a red flag.","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors come to homes and businesses claiming to be utility employees. Duke advises not to let anyone in unless their identity is verified or the visit was scheduled.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scams-page","type":"web_form","label":"Duke Energy scams and fraud page (reporting)","value":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","notes":"The page blocked automated readers (HTTP 403) on 2026-10-12, so its contents were not checked. Duke also tells customers to use the number on their bill.","source":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":47},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 47 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric operating companies: Duke Energy Carolinas and Duke Energy Progress (North Carolina and South Carolina), Duke Energy Florida, Duke Energy Indiana, and Duke Energy Ohio/Kentucky (electric and gas). Piedmont Natural Gas is Duke's gas utility in the Carolinas. Phone numbers differ by operating company; the bill shows which one serves the account. Duke Energy Carolinas and Duke Energy Progress applied in 2025 to combine into one utility; Duke targets January 1, 2027. Duke sold its Tennessee Piedmont Natural Gas business to Spire on March 31, 2026 (now Spire Tennessee). State commissions: North Carolina Utilities Commission (consumer complaints go to its Public Staff), Public Service Commission of South Carolina, Florida Public Service Commission, Indiana Utility Regulatory Commission, Public Utilities Commission of Ohio, Kentucky Public Service Commission.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Call the customer service number for your operating company (on the bill).","candidate_channels":["dec-customer-service-phone","dep-customer-service-phone","def-customer-service-phone","dei-customer-service-phone","deok-customer-service-phone","life-support-request"]},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Duke publishes no complaint email, form or mailing address. Put the dispute in writing through the account or by mail to the address on the bill.","candidate_channels":[]},{"index":3,"rung":"state_agency","note":"North Carolina: informal complaint to the Public Staff of the North Carolina Utilities Commission, or a formal complaint to the Commission. Other states: the state commission listed in notes.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["duke-energy.com","piedmontng.com"],"never_asks":[{"kind":"policy","claim":"Duke Energy says it never threatens to cut off power immediately, never seeks immediate payment, and never calls customers to request personal information (January 2022 news release).","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy and Piedmont Natural Gas employees will never ask for cash or prepaid cards in exchange for service.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Duke Energy never asks a customer with a delinquent account to buy a prepaid debit card to avoid disconnection. Delinquent accounts get advance notice with the regular monthly bill, never a single notice one hour before disconnection (March 2017 news release).","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim to be Duke Energy representatives and threaten shutoff unless a payment is made quickly, often by prepaid card, money wire or money order, then ask for the card's receipt number and PIN.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers have copied Duke Energy's automated payment phone system so their callback numbers seem real, and some spoof Duke's customer service number on caller ID.","source":"https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Duke Energy during storms with live calls or robocalls. Duke says a caller who asks for payment by prepaid debit card is a red flag.","source":"https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors come to homes and businesses claiming to be utility employees. Duke advises not to let anyone in unless their identity is verified or the visit was scheduled.","source":"https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scams-page","type":"web_form","label":"Duke Energy scams and fraud page (reporting)","value":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","notes":"The page blocked automated readers (HTTP 403) on 2026-10-12, so its contents were not checked. Duke also tells customers to use the number on their bill.","source":"https://www.duke-energy.com/Customer-Service/Report-Fraud-and-Scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":47},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 47 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Duke Energy — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/duke-energy.md","markdown":"## In short\n\nDuke Energy is several utilities: call the operating company named on your bill (Carolinas, Progress, Florida, Indiana, Ohio/Kentucky or Piedmont Natural Gas). If Duke does not fix the problem, go to your state commission; in North Carolina the Public Staff takes complaints and has a separate line for service at risk of disconnection. Ask Duke about payment arrangements and the Share the Light Fund before the shutoff date. Duke says it never demands immediate payment by phone and never asks for prepaid cards; verify any call with the number on your bill.\n\n## How complaints actually go\n\n- Each operating company has its own customer service line: Duke Energy Carolinas 800-777-9898, Duke Energy Progress 800-452-2777, Duke Energy Florida 800-700-8744, Duke Energy Indiana 800-521-2232, Duke Energy Ohio and Kentucky 800-544-6900, Piedmont Natural Gas 800-752-7504 (as listed in a 2018 Duke article; the same numbers are on Duke's current status page). [Duke Energy Illumination, November 2018](https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee) [Duke Energy status page](https://be-right-back.duke-energy.com/home)\n- North Carolina: the Public Staff of the Utilities Commission requires you to try Duke first, then takes complaints online, by email (consumer.services@psncuc.gov) or by phone; for service at risk of disconnection call 1-866-380-9816 (Monday-Friday, 8:00 a.m.-5:00 p.m.). An analyst contacts you after you file. [NC Public Staff](https://publicstaff.nc.gov/submit-complaint)\n- On 2026-10-12, Duke's maintenance page said duke-energy.com and piedmontng.com were temporarily unavailable and listed phone numbers instead; account tasks may need a phone call. [Duke Energy status page](https://be-right-back.duke-energy.com/home)\n\n## What tends to work\n\n- In North Carolina, if service is at risk of disconnection and Duke has not resolved it, call the Public Staff's line for that case, 1-866-380-9816. [NC Public Staff](https://publicstaff.nc.gov/submit-complaint)\n- The Share the Light Fund pays energy bills, deposits and reconnection charges for qualifying customers through partner agencies. [Duke Energy news release](https://news.duke-energy.com/releases/duke-energy-launches-more-robust-customer-assistance-program-called-share-the-light-fund)\n- When unsure about a caller, hang up and call the number printed on your bill; Duke says real delinquent-account notices come with the regular monthly bill. [Duke Energy news release, March 2017](https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams)\n\n## Traps and fine print\n\n- North Carolina's Public Staff does not handle municipal utilities or electric membership cooperatives; those go to the local government or the Rural Electrification Authority. [NC Public Staff](https://publicstaff.nc.gov/submit-complaint)\n- Numbers differ by operating company and state (Ohio and Kentucky share one line; outages have separate numbers, or text OUT to 57801), so match the company on the bill. [Duke Energy status page](https://be-right-back.duke-energy.com/home)\n\n## Scams that target customers\n\n- Duke says it never threatens to cut off power immediately, never seeks immediate payment, and never calls customers to request personal information. [Duke Energy news release, January 2022](https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm)\n- Duke Energy and Piedmont employees will never ask for cash or prepaid cards in exchange for service. [Duke Energy Illumination, November 2018](https://illumination.duke-energy.com/articles/avoid-scammers-how-to-recognize-a-utility-employee)\n- Scammers have copied Duke's automated payment phone system so their callback numbers seem real, spoof Duke's number on caller ID, and ask for a prepaid card's receipt number and PIN. [Duke Energy news release, March 2017](https://news.duke-energy.com/releases/duke-energy-joins-national-consumer-protection-week-to-warn-customers-of-utility-scams)\n- Scam calls spike during storms; a recorded or live caller asking for payment by prepaid debit card is a red flag. [Duke Energy news release, January 2022](https://news.duke-energy.com/releases/duke-energy-warns-customers-of-scammers-during-carolinas-winter-storm)\n"},"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}