Duke Customer Care: Fast, Practical Help for Duke Energy Customers

Who Duke Energy Serves and What Customer Care Handles

Duke Energy supplies electricity to more than 8 million retail customers across six states: North Carolina, South Carolina, Florida, Indiana, Ohio, and Kentucky. Its customer care organization supports residential, small business, and large commercial/industrial accounts, handling everything from outages and billing to new service requests and energy-savings programs.

Support is available through phone, web, mobile app, chat, and social channels, with emergency lines staffed 24/7. Routine billing and account questions are typically handled during regional business hours, while outage reporting, downed power line safety, and emergency dispatch remain available at all times. The primary website for self-service and resources is https://www.duke-energy.com.

Contact Channels and Hours

For most non-emergency issues (billing questions, payment arrangements, start/stop service, profile updates), you can use the Duke Energy mobile app or the online portal. Both support features like bill pay, payment arrangements, outage reporting, and usage history. You can also initiate web chat from the customer-service section during business hours, which vary by region, typically Monday–Friday, 7:00 a.m.–7:00 p.m. local time.

Emergency and outage calls are answered 24/7. If you see a downed power line, stay at least 35 feet away and call the outage line immediately; do not attempt to move anything touching the line. For any suspected gas leak (in areas where Duke Energy supplies natural gas), leave the area immediately and call 911.

• Duke Energy Electric Outage (24/7, all regions): 800-769-3766 (800-POWERON)
• Duke Energy Carolinas (NC/SC) Customer Care: 800-777-9898
• Duke Energy Progress (Eastern NC and parts of SC) Customer Care: 800-452-2777
• Duke Energy Florida Customer Care: 800-700-8744
• Duke Energy Indiana Customer Care: 800-521-2232
• Duke Energy Ohio/Kentucky Customer Care: 800-544-6900
• Website (account, billing, service, chat): https://www.duke-energy.com/customer-service
• Outage map and status: https://outagemap.duke-energy.com
• Social support and updates: https://twitter.com/DukeEnergy and https://facebook.com/DukeEnergy

Outages, Emergencies, and Safety

Report electric outages via the app, your online account, by calling 800-769-3766, or via the online outage map. If you’ve provided a mobile number, you can also opt in to outage text updates; Duke will send crew status and estimated restoration times when available. Restoration prioritizes public safety (e.g., hospitals, fire, police), then critical infrastructure, then the greatest number of customers possible, before addressing individual service lines.

If you encounter a downed power line, treat it as energized: keep at least 35 feet away, do not touch fences or trees contacting the line, and call the outage line immediately. If you are in a vehicle in contact with a line, stay inside, call 911, and wait for responders unless there is a fire; if you must exit, jump clear with both feet together and shuffle away keeping both feet on the ground.

Billing, Rates, and Payments

Rates and riders differ by state and tariff. Your monthly bill typically includes basic service charges, energy usage (kWh) by tier or time-of-use, applicable riders (e.g., fuel cost adjustments, storm recovery), and taxes/fees. You can view your detailed bill and prior statements in your online account or the mobile app, which also shows prior-year usage for comparison and projected costs based on seasonality.

Payment options include AutoPay (bank draft), one-time bank transfer, debit/credit (third-party fees may apply), pay-by-phone, and authorized payment locations. Payment arrangements can often be requested digitally before the due date. Budget Billing (sometimes called Equal Payment Plan) spreads seasonal costs into a stable monthly amount, reconciling periodically. For financial assistance, check Duke’s assistance page for referrals to LIHEAP/LIHWAP, state/local funds, and Duke-supported programs in your area.

Start, Stop, or Transfer Service

Plan 1–3 business days for standard start or transfer requests; longer lead time may be needed for new construction, meter sets, or service upgrades. You can request service online with your service address, preferred start date, a government-issued ID, and, for renters, landlord or property management details. Deposits may be assessed per state rules and your credit screening; many accounts qualify for deposit waivers with a satisfactory payment history or letter of credit.

When stopping service, submit the request with a forwarding address for your final bill and any deposit refunds. If moving within Duke Energy’s footprint, use “transfer service” to keep your online account, AutoPay setup, and communication preferences. If you have critical medical equipment at home, notify customer care to register for severe-weather and planned-outage notifications; participation does not guarantee uninterrupted service, but it prioritizes communications and planning.

Business and Commercial Accounts

Small and medium businesses can use the same online portal to start/stop/transfer service, manage multiple premises under one login, and delegate access to staff or contractors. The portal shows historical usage by meter and can export data to CSV for cost analysis. Demand charges, power factor, and time-of-use schedules may apply to commercial tariffs; your bill and rate schedule documents explain the thresholds and calculation methods.

Larger commercial and industrial customers can request a rate review, add interval data services, or consult on energy efficiency and electrification projects. For new construction or service upgrades, submit load letters and single-line diagrams early to avoid delays; lead times for transformer changes or primary service can range from weeks to several months depending on permitting and material availability.

What to Have Ready When You Contact Duke Customer Care

Arriving prepared can shorten your call or chat and help agents resolve issues on the first contact. Keep your account number handy (top right of your bill or in the app), along with the service address and the last four digits of the account holder’s SSN or your tax ID for business accounts. For outage calls, note the time power was lost and any visible hazards.

• Account and identity: Account number, service address, and last four of SSN or Tax ID
• Billing/payment: Date and amount paid, confirmation number, bank/card details used, and a photo/PDF of your bill if disputing
• Service changes: Desired start/stop date, ID, lease/deed or landlord contact, and any access instructions
• Outages/safety: Time of outage, neighborhood landmarks, downed lines or tree limbs on lines, and any medical needs at the location

Escalations, Complaints, and Regulatory Options

If an issue isn’t resolved, ask the representative to document a case number and summarize the next steps and timeline in your account notes. You can request escalation to a supervisor or a specialist team (e.g., billing research, field services, complex credit/collections). Keep copies of bills, photos, correspondence, and any contractor invoices if your concern involves equipment damage or voltage issues.

Each state’s public utilities commission provides a complaint process for regulated service disputes. If you exhaust Duke Energy’s internal resolution path, consult your state commission’s website for residential complaint forms and mediation. Links are available from Duke’s “Help & Support” pages, and your bill footer typically lists your state regulator’s contact information.

Addresses, Apps, and Useful Links

Corporate headquarters (for correspondence not requiring payment or regional processing): Duke Energy, 550 S Tryon St, Charlotte, NC 28202. Do not mail payments to this address; use the payment instructions on your current bill or your online account to ensure proper and timely posting. Many in-person payment offices have been consolidated or closed; check the “Pay in Person” locator on Duke’s site for authorized locations.

Download the Duke Energy mobile app by searching “Duke Energy” in the Apple App Store or Google Play. For quick access to services and policies: Customer Service hub (https://www.duke-energy.com/customer-service), Outage Map (https://outagemap.duke-energy.com), Start/Stop/Transfer (https://www.duke-energy.com/home/start-stop-move), and Billing & Payments (https://www.duke-energy.com/home/billing). For updates during storms, follow @DukeEnergy on X and Facebook; social channels post crew counts, restoration progress, and safety advisories by region.

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 do I speak to a live person at Duke Energy?

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.

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.

What time of the day is Duke Energy the cheapest?

Time-of-Use Periods

	Applicable Days	Time-of-Use Periods
On-Peak Period:	Monday – Friday Excludes Holidays* and weekends	5 p.m. – 9 p.m.
Discount Period:	Daily Includes Holidays* and weekends	12 a.m. – 4 a.m.
Off-Peak Period:	All hours that are not On-Peak or Discount hours.