ComplaintsforDominion Energy NC

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 03/19/2024 I goggled dominion energy to start a new service gave the costumer service rep my information but I never got gas because the rep said that they where located in va and I need to call Nc,the engery company never called me I called them from their website online in the start stop section a week later on 03/28/2024 I see fraudulent charges from the engery company taking money from my checking account 5 different times I would like to be refunded I called the number on my checking account the engery ********************** they say they do not see where I was charged so they can not refund me they dont see where I was charged

  Business response

  07/19/2024

  Unfortunately, this complaint was submitted to Dominion Energy NC - Gas. The gas division does not have access to electric customers' information. As a result, this hinders Dominion Energy NC - Gas to research and resolve. The complaint would need to be submitted to the Better Business Bureau of ********, Va.  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On or about 4/15 I contacted Dominion Energy and requested copies of my bills from January 2020 through August 2021. I was asked if I wanted them emailed or mailed to my home address- I asked for return by email and provided an email address. On 5/1, having not yet recieved the information, I called back and was advised that they were sent to the email address on 4/18. After verifying no receipt on the information I asked that it be re-sent and provided a different email address. I was advised that they would be sent in one business day. On 5/3 I called Dominion again as I had not received the requested information. At this time I was advised that they do not retain billing information more than 2 years. I then asked if that was so, how was the information supposedly sent to me on 4/18, to which they had no response. I then asked if they could provide me when I first enrolled into their "budget billing" (essentially an equal payment plan). Again, I was told they do not retain any billing information for more than 2 years.I find it shameful that a business attempts to tell a customer that they do not retain financial records for more than two years. These records are essential for me to have, and I do not know why they are so reluctant to provide them.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was a customer of ******************** for many years and had always used autopay from my credit card. There was a card # change in the summer of 2023 and even though I've added the card successfully, the autopay didn't happen for several months. I didn't receive any notifications about that (and I checked my spam folders).On 12/18/2023 I've got a voicemail from Dominion Energy saying that an important mail is coming soon, but I was leaving the country on that day for a 1 week vacation. So when the mail about disconnection came, I wasn't there, and I only got an email with disconnection information after the fact, and thus was not able to prevent the disconnect.After I came back I had to pay $80 reconnect fee and put a $135 deposit.And when I tried to change the card for auto-pay, all 3 times I tried the system didn't work.I've spent many hours on the phone with their support asking to apply $80 as a credit to future payments and I was denied, I was suggested to send my issue to 2 P.O. Boxes, which I did but I received no answer from either.I've also sent a letter to *********************** Experience and got no reply either.Taking to account that their autopay system was broken, and I didn't receive a proper notification about payment problems in advance, I am hoping to recover my $80 reconnection fee and the deposit.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have received countless calls, letters from Dominion energy in regards to my land to run a gas line. I have asked them to stop. I am not interested and I am not selling. They continued to send letters asking to buy the portion for $500.00 I declined via call and verbally and refused to sign anything giving them permission. On 4/11/24 I was interrupted while in a cooperate meeting on live camera on for work with a loud, rude knock on my door and it was ********************* from Gulf Coast LLC representing Dominion energy. **** had just called me on 4/9/24 in regards to the same matter. I politely told her I do not give permission as I had told the multiple reps previously. To stop calling me. On 4/11/24 she proceeded to show up at my house rude and uninvited. She proceeded to tell me rather I like it or not they are using my land. I have issued a cease and desist and If they do not abide I will proceed with legal matters including law suite. This matter is causing me stress.

  Business response

  04/22/2024

  Dominion Energy will not seek to obtain a temporary construction easement from ******************. Work will only be within the ** DOT Right of Way. A letter was sent to ****************** on 4/17/24 confirming the statements. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Closed on a new home ********************************************** ** and still havent received a bill yet. It was stated they couldnt read my meter and placed a trouble ticket for the meter. I still dont have a bill generated and dominion put a notice to disconnect services on my door. Can we please get the resolved so I can manage my account.Very Respectfully Thank you

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was set up on a payment plan with dominion energy for my gas account. I was told my payments were deferred and added to my following bills. I receive a email that my service has been disconnected after Ive paid my money. I call and ** told that it was set up incorrectly because another bill generated. They are still trying to charge me late fees reconnection fees etc and this is at no fault of my own. ******* on this last call couldnt give me adequate information as to why this is happening nor was my issue resolved. I am very disappointed with dominion .

  Business response

  01/31/2024

  ****************** was set up on a deferred payment plan on 1/8/24 for an outstanding gas utility balance.  Prior to the deferred payment plan, the customer had a short-term arrangement for the past due utility and requested more time to pay. The new arrangement required a down payment to be paid immediately. Upon further review, in addition to the outstanding utility balance, when the customer established ********************** in November 2023, instead of paying the deposit immediately to secure the account, ******************** billed the deposit on the first bill.  The initial deposit to establish service was not a part of the deferred payment plan established on 1/8/24. Notices were sent to the customer regarding the payment of the deposit to avoid disconnection of service.  It appears the account was disconnected for nonpayment of the deposit on 1/30/24.

  Additionally, the down payment on the deferred payment plan has been returned due to insufficient funds on 1/29/24. ****************** will need to pay the returned payment amount plus the returned payment fee of $25.  Since there has only been one payment made on the account since opened in November 2023, please contact our ******************** at ************** to negotiate payment of account balance and restoration of service. 

  Customer response

  01/31/2024

   
  Complaint: 21219465
  
  I am rejecting this response because:
  I processed a debit payment to go on the payment plan. Was assured I was clear and just disconnected with no letter or anything only a email when the services have been already turned off. This is poor customer ********************** 
  Sincerely,
  
  **********************

  Business response

  01/31/2024

  Notice of disconnection was sent on 1/22/24 & the *** left a message to contact Dominion Energy on 1/24/24. Please contact our ******************** to: (a) verify mailing address; (b) verify primary phone number on account; (c) discuss satisfying the returned payment and (d) options available to restore service - including the payment of the initial deposit to activate account in November 2023. The account has been noted with this information.

  Customer response

  01/31/2024

   
  Complaint: 21219465
  
  I am rejecting this response because:
  That is incorrect. If I had the funds I wouldnt be filing a complaint nor going back and forth with you all. I went on a payment arrangement and was assured I was clear and now with a disconnect? Sounds unfair and I also asked to put my husbands name on an account and was denied as well his right. DISCRIMINATION!! 
  Sincerely,
  
  **********************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I called Dominion Energy North Carolina today *************) as I missed Dominion serviceman kicking on my door, however, I caught him driving away in his Dominion Energy vehicle. I called the 877 number mentioned here and enquired as to why a service person was at my door. They told me that my Dominion Energy account has been transferred to some person's name that I never heard of. I am the owner of my home and I did not place this request. This rep I was talking to, told me that they got the transfer request by phone and the account was transferred to someone called ***********************. How can Dominion Transfer make a transfer without due diligence. This is not an apartment for people to move in and out and for transfers to happen frequently. Any scammer/prankster can call them and transfer accounts on my home. This is most ridiculous. I am not even sure if I am talking to scammers on the phone. When asked about a brick and mortar office for Dominion Energy in ****/******/***********/Apex to go to and resolve my issue, the rep said there was none. I am sure Dominion Energy can cut my service anytime even though that I have $95 on my account (I pay excess on my bills). Please help resolve this issue. Thank you -******

  Business response

  02/02/2024

  Dominion Energy apologizes to ******************. A customer applied for ********************** online and used the wrong address in error. Unfortunately, when the applicant had to call Dominion Energy to complete the application process, further questioning regarding the address was not completed. When service orders are placed to turn on service or turn off service whether online or via phone both the new applicant and the existing customer are contacted via IVR indicating a service order is active on the account. This has been escalated for evaluation to improve our process. For the inconvenience a $50 credit for customer relations has been applied to the account.

   

  Customer response

  02/02/2024

   
  Complaint: 21181929
  
  I am rejecting this response because:
  

  Hi Dominion Energy --

  My address, specially the street is specific and there are only a few townhomes on this street. Since you said that the person who transferred utility on their name gave you a wrong address, I need to now write to my HOA and find out if that person has moved into one of the townhomes on this street to assume that she simply gave a wrong numbered addressed on this street.

  Also, the serviceman that came to my place had no patience to even talk to me for 10 secs as I had already spoken with your Rep and told them that I never placed a termination of services at my place. He was making a big scene at my residence talking loudly and being condescending. I asked him for his name and he said I know who I am and my company knows who I am. He told me that he was here to do me a favor not cut my services (presumably ******* talked to him), however, he proceeded to cut my services when I asked him for his name. He was the most arrogant serviceman that I have encountered. Please do not send such people to service us. Its just ridiculous and unpleasant.

  I don't need your $50. What I am concerned about is that I am a victim of Identity Theft. If it turns out that this person who transferred my home utility to their name has not moved to this street, she should be reported via whatever fraud reporting systems you have in place.

  Sincerely,
  
  ***************************

  Business response

  02/02/2024

  The customer applied for ********************** using the online option and unfortunately applied for service at the incorrect address. Existing customer information at a premise is not used nor required to apply for service - meaning your account information was not required nor given to the applicant. Additionally, account information is only released to the accountholder unless the accountholder provides a written release of information to a specific party. 

  The information you provided regarding the technician's behavior at your premise will be forwarded to management. The $50 credit was not intended to upset the situation and per your request, it will be removed.

  Customer response

  02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though the Dominion Energy is not telling me if they serviced this customer at another address, I am going to close my complaint as I cannot this pursue this matter any further. Dominion Energy telling me that they didn't give out my info is obvious to any thinking person. What they still don't get is that this person got a bill at my address falsely and could now be using it for nefarious purposes. 

  BBB -- thank you very much for your assistance. Please leave my complaint on your website without any personal info (names etc) so other Dominion Energy customers are aware that this can happen to them. 

  Sincerely,
  
  ***************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had an installment plan set up with them and they did not honor it. We paid a deposit and installments were never sent out. We have the proof of that never coming through. This isnt the first time it has happened and it has happened to others in the community who are not well off. Writing a complaint to warn others about their shady practices.

  Business response

  10/12/2023

  Could the customer provide the address associated with the complaint? Several customers within the system with same name.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying unsuccessfully to have my gas meter upgraded. Every time I contact Dominion I get different information about the steps needed to accomplish that. The first time I called they scheduled an appointment, did not tell me that anything else was needed and then canceled the appointment the day before because they didn't have evidence the final inspection was completed (they didn't ask for it and they knew exactly what we were doing bc they had been out to inspect earlier to know what kind of meter was needed). We could have provided this information had we been asked. I called back with the inspection project number. I spent 15 minutes on the phone with customer ********************** trying to convince me that my property address didn't exist in their system. This actually happened. She asked me if I was sure it was in **. Yes, yes I am sure. I finally let them know I would hang up and call back later to see if someone else could find my house. I called back later, explained the situation again, provided the project number for the final inspection, asked the rep if ANYTHING else was needed. 'No ma'am' and he scheduled the appointment (and I received email confirm). No one showed up. No one called to cancel or reschedule. I followed up again (asked for a supervisor this time) and was told that just giving the project number doesn't work, that I needed to email in the document i was provided. I clarified with the supervisor that the document did not have my name or property address on it and would that be OK. 'Yes'. She told me Dominion would contact me within 1 business day of receipt. 4 biz days later, no contact. I call again. I've now been on with them for a total of 40 mins and they need to transfer me to the ************************ Disconnected from their end twice. All sorts of stupidity has gone on in the midst of these multiple phone calls... too much for this little box. I am a business owner and if I ran my business like this we'd be out of business.

  Business response

  10/12/2023

  The final inspection has been verified and the service order to upgrade the meter is scheduled for 10/13/23. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have an account with ********************. This morning we noticed a charge from Dominion in the amount of $210.57, which we did not authorize. When I called to find out what happened, they told me to contact the bank. They told me there was nothing they could do because it wasn't showing up on my account - and that's the problem - there is $210 from Dominion Energy missing from our bank account but because we didn't know what account it went to, they could not help us. They made no effort to resolve the issue. When I asked what happened they had no answer either. They claimed there was nothing they could do, despite the fact that they collected that money. $210 came out of our bank account and was not credited to our energy account and yet, they could not/would not do anything. We shared the name that was associated with the charge - and the bank confirmed it was not my name and for previous charges it was. WHen i provided Dominion this name, they said they have more than 1 person by that name and again, there's nothing they could do. They refused to look at accounts under that name to see if the $210 was credited there. They stole from us and have made no effort to correct the error.

  Business response

  10/02/2023

  Dominion Energy has issued a fraud package to the customer in order to open an investigation regarding an unauthorized payment made to an unauthorized account. Customer will need to return the completed package.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩