---
company: duke-energy
title: Duke Energy — how complaints actually go
last_verified: 2026-10-12
---

## In short

Duke 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.

## How complaints actually go

- 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)
- 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)
- 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)

## What tends to work

- 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)
- 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)
- 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)

## Traps and fine print

- 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)
- 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)

## Scams that target customers

- 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)
- 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)
- 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)
- 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)