Call Duke Energy Customer Care: Numbers, Hours, and Practical How‑Tos

Why and when to call customer care

Duke Energy serves roughly 8 million electric and about 1.6 million natural gas customers across six states (NC, SC, FL, IN, OH, KY). Calling customer care is the fastest way to handle account-specific issues such as billing questions, payment extensions, start/stop/transfer of service, name changes, deposit inquiries, medical necessity flags, and service reconnection after payment. Outage reporting and downed-line hazards should be handled through the 24/7 outage and emergency lines listed below.

For quickest live support, avoid the morning rush on Mondays and the lunch hour. Hold times tend to be shorter midweek (Tuesday–Thursday) right after opening and in the early evening. The automated phone system and the online portal often resolve common needs in under 2–4 minutes, including payment, due‑date details, and outage status, without waiting for an agent.

Official Duke Energy customer care phone numbers (by territory)

Call the line aligned to your service territory as shown on your bill. Residential support is available during business hours (typically Monday–Friday, about 7 a.m.–7 p.m. local time; hours can vary slightly by state and season). Outage and emergency lines operate 24/7. If you use a TTY device, dial 711 to reach Telecommunications Relay Service and request Duke Energy.

You can also manage your account online at https://www.duke-energy.com/ or via the Duke Energy mobile app (iOS/Android). For outages, visit https://www.duke-energy.com/outages and use the interactive map and status updates.

• Carolinas (Duke Energy Carolinas – most of western/central NC and Upstate SC): 800-777-9898 (residential care). Outages: 800-769-3766 (800-POWERON).
• Carolinas (Duke Energy Progress – most of eastern NC and parts of SC): 800-452-2777 (residential care). Outages: 800-769-3766.
• Florida: 800-700-8744 (residential care). Outages: 800-769-3766.
• Indiana: 800-521-2232 (residential care). Outages: 800-769-3766.
• Ohio and Kentucky: 800-544-6900 (residential care). Electric outages: 800-769-3766. Natural gas emergency (suspected leak): 800-634-4300; leave the area immediately and call from a safe location.

What to have ready before you call

Having the right details on hand reduces call time and prevents repeat calls. The IVR (automated attendant) may authenticate you with a phone number on file, account number, or the last four digits of your SSN/Tax ID. Agents will ask for your service address, a callback number, and a brief description of your request to route you correctly (billing, credit & collections, move service, outage, or technical service).

If you’re calling about an outage or hazard, note whether your neighbors are also out, whether you heard a transformer pop, and if there are visible hazards (e.g., downed lines, tree on line, sparking). For payment questions, have recent payment confirmation numbers and bank/credit card transaction timestamps ready.

• Account info: 10–12 digit account number (from your bill), service address, phone/email on file.
• Identity verification: last 4 of SSN/Tax ID or other ID used when opening the account.
• Billing/payment: payment method used, confirmation numbers, bank/issuer name, and dates.
• Moves: new and old service addresses, move-in/move-out dates, landlord info (if applicable).
• Outages/safety: outage start time, any medical equipment at the location, and safe access notes.

Hours, self‑service options, and smart IVR navigation

Residential phone support generally operates Monday–Friday, approximately 7 a.m.–7 p.m. local time (check your state page at https://www.duke-energy.com/home/customer-service for current hours and holiday schedules). The automated system is available 24/7 for common tasks: make a payment, check balance/due date, set up outage alerts, or get restoration ETAs.

Useful shortcuts: when the IVR begins, say “outage,” “payment,” “move service,” or “agent” to reach the correct queue faster. For Spanish, say “Español” at the start of the call. For outage text alerts, text REG to 57801 to enroll, then text OUT to 57801 to report an outage and STATUS for updates. Message and data rates may apply.

Start, stop, or transfer service by phone

Plan moves at least 3–5 business days in advance to secure your preferred date and avoid field‑crew bottlenecks during peak seasons (end of month, summer). When starting service, Duke Energy may run a soft credit check and, per state tariff, may assess a refundable deposit if required by credit criteria or prior payment history. Deposits, if assessed, are typically returned as a bill credit with interest after a period of on‑time payments (terms vary by state).

New service can often be connected remotely if you have an AMI (“smart”) meter and the location is safe to energize; otherwise, a field visit may be needed. Tell the agent if gates, dogs, or locked rooms could hinder access. For disconnects, provide your forwarding address to receive any final bill or deposit refund. To move online instead of by phone, visit https://www.duke-energy.com/home/moving.

Billing, payment assistance, and common fees

You can pay by bank draft, debit/credit, or at authorized payment locations; third‑party processors may apply a convenience fee for card payments. Ask the agent to confirm whether a fee applies before authorizing payment. If you need flexibility, request a payment arrangement before the due date; multi‑installment plans are often available based on eligibility and account status.

Financial assistance is available through federal/state programs and local nonprofits. Examples include LIHEAP (apply via your local community action agency), the Salvation Army’s utility assistance in many counties, Share the Warmth (Carolinas), Energy Neighbor Fund (Florida), and assistance partners in Ohio/Kentucky and Indiana. Customer care can provide current eligibility rules, application windows, and agency contact points for your ZIP code. For paperless billing and Budget Billing (levelized payments), enroll via the IVR or at https://www.duke-energy.com/home/billing.

Outages, emergencies, and safety protocol

Always treat downed wires as energized. Keep at least 30 feet away and call 911 first, then report to Duke Energy at 800-769-3766. During large storms, use the text short code 57801 for rapid reporting (text OUT) and status (text STATUS), or check the outage map at https://www.duke-energy.com/outages. If you rely on electrically powered medical equipment, inform the agent so a medical alert can be noted on your account; this does not guarantee priority restoration but helps planning.

For suspected natural gas leaks (Ohio/Kentucky gas customers), leave the premises immediately without using switches or phones indoors, move to a safe distance, and call 800-634-4300 and 911. Do not attempt to locate the leak or relight equipment yourself. After large outages, be prepared for estimated times of restoration to shift as field assessments progress—agents and the IVR will share the latest crew status.

Escalations, documentation, and getting results

If your issue isn’t resolved on the first call, ask for a case number and the department name handling the follow‑up (e.g., Credit & Collections, Field Operations, or Billing Research). Request the expected resolution date and note the agent’s first name, time, and any promised callbacks. If you’re disputing a bill, ask for a “billing hold” while the investigation proceeds so collection activity pauses where allowed by your state’s rules.

Unresolved matters can be escalated to a supervisor through customer care. If you still need assistance after a documented internal escalation, your state utility regulator maintains a consumer services team and an informal complaint process; customer care can provide the correct regulator link for your state. For general corporate inquiries (not customer account service), visit https://news.duke-energy.com/ or the contact hub at https://www.duke-energy.com/our-company/contact-us.

Pro tips from the field

Call with a recent bill in hand so you can quote the exact service address and account number. If you’re arranging reconnection after payment, provide the payment confirmation number and method; ask the agent to “refresh” the account to see the posted payment and request the next available reconnection window. During storm events, use text and the outage map for faster updates, and reserve phone calls for hazards or medical priority needs to keep lines open.

Finally, keep your contact info current. Add a mobile number and email to your profile so automated outage alerts, appointment windows, and crew arrival notices reach you instantly. It typically takes less than two minutes to update this via the IVR or online portal, and it saves considerable time when every minute counts.

Can Duke Energy lower your bill?

You could be eligible for free energy improvements that can help lower your energy use – and your monthly energy bill. Upgrades can include heating and cooling systems, insulation, air sealing, appliances and more.

How many days is the grace period for Duke Energy?

How far can I extend my due date? Up to 10 business days total (twice a year in five-day increments on a 12-month rolling basis).

What is the number for Duke Energy 800 777 9898?

Make a payment by phone
You can call us at 800.777. 9898 anytime and make a payment through our automated phone system.

How do I speak to a Duke Energy representative?

The best way to contact Duke Energy customer service is to call their hotline at 1-800-777-9898. Customer service representatives are available 24 hours a day, 7 days a week. Additionally, customers can use Duke Energy’s online support system and email service to reach out with any inquiries or problems.