When Durham retiree Sophia Blake’s Duke Energy bill climbed to more than $800, she received a letter warning her to pay down the balance or risk having her lights shut off.

Struggling to afford the bill, and confused about why it had gotten so high, Blake turned to 5 On Your Side for help.

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“I just don’t understand it at all,” Blake said.

5 On Your Side set out to answer three questions: Was Duke Energy’s budget billing plan helping or hurting her? Were the charges tied to higher usage, a billing mistake or something else? And why do so many Duke Energy bills feel higher right now?

For Blake, the bills and overdue notices kept arriving. The situation became so stressful that she said she began keeping lights and devices off as much as possible.

“I’m living like a vampire, no lights on in my house because I don’t want my bills to go up any further,” Blake said.

How budget billing works

Blake signed up for Duke Energy’s budget billing program in 2024. The program is designed to make monthly bills more predictable.

Instead of a customer’s bill changing sharply month to month, Duke Energy averages the customer’s past usage and assigns a set monthly payment. At the end of the cycle, the company compares what the customer paid to what they actually used.

If the customer used more energy than expected, they may owe money. If they used less, they may receive a credit.

That means budget billing can smooth out monthly costs — but it can also leave customers with a larger balance later.

Duke Energy spokesperson Caroline Fountain said the goal is for customers who make timely payments and use about the same amount of energy as the previous year to have “little to no settle-up” at the end of the cycle.

But that is not what happened for Blake.

“$878.62 — that’s what they’re saying I owe now,” Blake said. “Or my lights would get cut off.”

What 5 On Your Side found

5 On Your Side began asking Duke Energy questions about Blake’s account, including why the balance was climbing when her usage appeared similar year to year.

Duke Energy said the biggest factor was not a billing error. It was missed payments.

According to the company, Blake’s monthly budget billing amount — about $142 — was not consistently paid in full.

“And so that builds up over time,” Fountain said.

Working with Duke Energy, 5 On Your Side found Blake’s balance grew because of several factors:

  • Missed payments and late fees in 2024
    • Increased usage in 2025
      • Rising external costs, including higher rates and fuel-related expenses

        Electric bills in North Carolina have increased by about 22% since 2020, driven more by rising rates, cost recovery and fuel costs than individual household usage alone.

        Duke Energy gives customer more time

        While Blake’s large balance was not caused by a billing error, Duke Energy agreed to give her more time before any shutoff. The company also checked her meter.

        Duke Energy found one additional issue: Blake’s payment due date did not match the date she had set to pay the bill, which contributed to overdue charges.

        Blake said 5 On Your Side’s involvement helped her finally understand what happened and how to move forward.

        “That’s why I reached out to you,” Blake said. “I didn’t know what else to do.”

        Resources to help

        Low Income Energy Assistance Program (LIEAP)

        This is a main federally funded heating assistance program in North Carolina. It provides a one-time payment directly to the utility company to help eligible households with heating bills. (NC DHHS)

        Key details:

        Available from Jan. 1 – March 31

        Households including a person aged 60 or older or disabled persons receiving services through the NC Division of Aging and Adult Services are eligible to sign up for assistance from Dec. 1 – 31.

        Available through local Departments of Social Services

        Priority households (seniors/disabled) apply first

        Income-based eligibility

        Money goes directly to the utility provider

        Apply here: NC Energy Assistance Application (ePASS)

        Program info: NCDHHS LIEAP Information

        Crisis Intervention Program (CIP)

        This is emergency utility help for people facing shutoff notices, no heat, no AC during dangerous weather, or other energy emergencies. It can help with both heating and cooling crises. (NC DHHS)

        Important details:

        Runs year-round until funding runs out

        Disconnect notice may not always be required

        Designed for urgent situations

        Payments go directly to utility companies

        More info: NCDHHS Crisis Intervention Program

        Duke Energy Programs

        For customers of Duke Energy in North Carolina:

        Customer Assistance Program (CAP)

        If someone qualifies for LIEAP or CIP, they may automatically qualify for a monthly Duke Energy credit of up to about $42/month for a year. (Duke Energy)

        Up to 12 billing cycles vs months for a year

        The program connects LIHEAP customers with additional energy efficiency and weatherization resources

        More info: Duke Energy Customer Assistance Program

        Duke Energy Special Assistance

        Duke also offers:

        Payment plans

        Extensions

        Medical alerts

        Budget billing

        Community agency referrals (Duke Energy)

        More info: Duke Energy Bill Assistance Resources

        Free Home Energy Improvements

        Weatherization Assistance Program

        This is one of the most underused resources.

        It can provide:

        Insulation

        HVAC repair/replacement

        Air sealing

        Efficiency upgrades

        Safety improvements

        For qualifying households, these upgrades are often FREE. (NC Department of Environmental Quality)

        More info: NC Weatherization Assistance Program

        Community & Emergency Help

        NC 211

        This is one of the best quick resources because operators can connect people to:

        Local nonprofits

        Church assistance

        Salvation Army

        Utility grants

        Emergency crisis funds

        County-specific help

        Call: 211 NC 211

        OTHER PLACES TO CHECK:

        Local Department of Social Services

        Salvation Army

        Catholic Charities

        Community Action Agencies

        County emergency assistance funds

        Local EMC/member co-op hardship funds

        BEST PRACTICES WHEN LOOKING FOR ASSISTANCE:

        Apply EARLY because funds run out

        Ask about BOTH LIEAP and CIP

        Even renters may qualify

        Seniors and residents with disabilities often get priority

        Weatherization programs can permanently lower bills

        Don’t ignore shutoff notices, crisis help may still be available

        If denied, ask whether another household member’s income documentation is needed or if additional programs are available