Winter hit Charlotte wallets hard this year as Piedmont Natural Gas customers opened bills that were suddenly way bigger than they were used to. Many households reported charges roughly double what they paid last winter, with some monthly bills climbing into the several-hundred-dollar range. Renters and residents on fixed incomes were among those feeling the squeeze, and as the big bills stacked up, so did calls and messages to the utility and state offices. Customers say they want clearer explanations and quicker paths to relief as each new statement lands.
What Piedmont and market data say
Piedmont has told local media that the jump is largely a mix of colder weather and pricier fuel. The company told the Charlotte Observer that customers, on average, paid about 20% more for gas service this winter, and that roughly 92% of the year-over-year increase came from higher fuel costs. The utility also pointed to an uptick in heating degree days compared with the previous winter, meaning homes needed more heat to stay comfortable. Wholesale prices at the U.S. Henry Hub benchmark climbed sharply in recent months, according to the EIA, which put additional pressure on what eventually shows up on residential bills.
Rate case and who ultimately pays
On top of the fuel spike, a recent regulatory decision also nudged monthly costs higher. A general rate case order that took effect Nov. 1, 2024 authorized Piedmont to collect about $88 million in additional annual revenue and set its return on equity at 9.8%. As outlined by Duke Energy, that settlement wrapped up the company’s latest rate review and was described as part of the normal regulatory process, separate from the pass-through fuel charges tied to commodity prices. But when a colder season and rising wholesale gas costs hit at the same time those new rates take effect, residents feel the one-two punch in a single bill.
How meters, estimates and billing checks work
Piedmont says its system is designed to catch weird spikes before they get too far. The company told reporters that its billing platform flags unusual consumption patterns and possible meter issues for review. Fewer than 1% of bills are based on estimates, according to details shared with the Charlotte Observer, which means most customers should be seeing charges based on actual meter reads. For people stunned by a sudden jump, the company’s guidance is to double-check recent meter readings, compare usage with the same period last year, and ask Piedmont for a usage review or even a field inspection if something truly looks off.
Help programs and filing a complaint
For those struggling to keep up, Piedmont is steering customers toward assistance options such as Share The Warmth, the federal Low Income Home Energy Assistance Program (LIHEAP), and its Equal Payment Plan that spreads costs more evenly throughout the year. The utility has also posted winter-bill advice and agency contacts in a recent customer notice, as outlined by Piedmont Natural Gas. If a customer still cannot resolve a problem directly with the company, state officials spell out how to file an informal or formal complaint and what documentation to gather. The NC Department of Justice lists contact information and step-by-step instructions for escalation.
Local TV crews have been busy covering the fallout, highlighting the frustration and the surge in calls pounding Piedmont’s phone lines this winter. Reporters have also pulled together basic how-tos on reading your own meter and what to ask when you finally get a customer service rep on the line. WSOC has recent examples from Charlotte residents detailing the steps they took to push for answers on their winter gas bills.
