Complaints

This profile includes complaints for Dominion Energy Virginia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Dominion Energy Virginia

  600 E Canal St. Fl 16 Richmond, VA 23219-3852

  
• 

  Dominion Energy Virginia

  PO Box 26666 Richmond, VA 23261-6666

  
• 

  Dominion Retail, Inc.

  501 Martindale St Ste 400 Pittsburgh, PA 15212

• 

  Dominion Retail, Inc.

  PO Box 298 Pittsburgh, PA 15230

• 

  Dominion Retail, Inc.

  PO Box 298 Pittsburgh, PA 15230

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is no way to contact Dominion to resolve an issue of a Senior citizen whose electric account was cancelled by mistake (we don't know how) and is now being threatened with apartment eviction. She wants to restore her account but cannot reach Dominion for assistance. She has the funds to pay, this is not an affordability issue. The problem is that there is no way to reach anyone at Dominion. Their phone number - we have both been trying it for two business days - provides an automate message that no one is available. The website does not work for her. I verified she is trying to login correctly, but the website is broken on the step of the "login" code - it emails her a code but then says the code is invalid. The "start new service" function on the website also doesn't work. She needs immediate help with this urgent problem and Dominion is providing no method of customer service for us to resolve this. What are we supposed to do?

  

  Business Response

  Date: 05/08/2025

  Dear Better Business Bureau,

  Thank you for contacting us regarding the concern of the account closing without your request. We have reviewed the account and located the concern. As of today, I can confirm that you did not request the account to close and ******************************************* has ensured the account is re-open in your name as it should have not been closed. By re-opening the account, the account does have a new account number. I have contacted the customer to provide a full explanation and a direct contact option to allow the apartment complex to speak with Dominion Energy directly. 

  Thank you again for the opportunity to address your concerns. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.
   
  Should there be additional questions regarding this matter, please feel free to contact us.

  Sincerely,
  
  
  Dominion Energy Customer Relations and Policy

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  The account issue with ******************** has been resolved.  I appreciate the contact from the Dominion customer service.  For the future, I recommend that Dominion make the following improvements.  1.  Add more customer service agents so that customers calling during business hours are able to easily reach a human.  2.  Add evening and weekend customer service hours.  3.  Do not allow people to take over someone else's electric service account without proof of ownership/tenancy (to prevent future mistakes like this).
  
  Regards,
  
  **** *******
  
  
  
  

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a payment arrangement with Dominion power and just because I paid my bill a couple of days past the deadline, my light service was disconnected. Reason why I was in a payment arrangement is because even though my daily routine with my light has never changed , my bills fluctuate higher and higher, making it harder for me to keep up with it. They are also aware I strictly get paid twice a month, the 7th , and the 22nd of each month. The bill doesnt generate until the 14th, so I pay my bills on the 22nd, this time even after i made a payment on the 21st of April, they still disconnected my service and refused any leniency or consideration that I work from home and I have an infant and an autistic child at home. The dominion *** I spoke to Dominquie or Diamond, was extremely rude and refused my request to speak to a supervisor. My current past due is Aprils bill yet I was refused to extend that payment until I get paid.

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  

  Better Business Bureau,
  

  Thank you for bringing this customers concern to our attention.  We appreciate the opportunity to research and investigate further.
  

  Upon receipt of the customers concern, we reviewed the account in question thoroughly. The company does offer payment arrangement options to our customers to help maneuver through difficult life events.  The payment plan the customer is referring to is a long term plan designed to avoid a large lump sum payment when attempting to bring an account current.  A down payment of half of the total balance owed initiates the plan and the remaining half is split into installments to be added to the current  usage of each billing period within the plan until it expires.  By doing so, the account becomes current at the end of the plan.  
  

  The customer has admitted to not honoring the terms of the plan they agreed to avoid disconnection of service. Please note that certain plans are no longer available once previous ones established are not kept.Payment arrangements are also not available once the service has been disconnected for non-payment. The full amount is arrears is required to reconnect service.
  

  Since receipt of this inquiry, the customer has been advised of the amount required to re-establish service; the required payment remitted; and service restored accordingly.
  

  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at **************.
  

  Sincerely,
  **** ******
  Dominion Energy

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  They do not set up the payment arrangement where it had been convenient to me as a way to help as they claim they do. The *** I spoke to when I called refuse to allow me to speak to a supervisor to explain the obstacles that they have placed to comply with the payment plan but also that my recent payment I made on 4/22/2025 puts me to owe less than 90 days making the disconnection threat not a reasonable course of action.  
  I have an infant and a disabled child at home, and they have treated me like if I have gone months without paying which has never been the case!! I did make the payment on 4/22/25 the only problem was it was done a couple days after the day they chose not a date where is possible for me, and claim  they cant do that.  I get paid twice a month , the 7th and the 22th and they only set up payment arrangement for the 14th. Yet I know that payment extension has been granted before but this time they do not want to work with me and even after I made the payment arrangement payment of ****** 8 days later they still went ahead and disconnected my service and made payment extension , payment arrangement, budget billing and any other services they offer as a way to help not eligible for me!!! Its not right!! So again I need someone to want to actually help me and look into my account and see that the past due balance I owe currently is less than 90 days behind and does not put ineligible for assistance!! 
  
  ******** ******
  
  
  
  
  

• Initial Complaint

  Date:04/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold house and settled 8-15-24, dominion wants me pay ****** for period 8-13-24 thru 9-12-24, I paid ***** for the 13th & 14th I called 5 times to get this resolved to no avail, found out it was sent to a collection agency / attorney in ********** Phone # ************

  

  Business Response

  Date: 04/30/2025

  Better Business Bureau,

  Thank you for bringing issue this to our attention. I reviewed the case and found that our ****************** did rebill the account to correct the dates but did not reverse the agency write-off. This left the account with an incorrect balance. That is now corrected, and the account is balance $0.00.

  Additionally, our ***************** sent a letter to the agency requesting the full amount be removed from credit reporting. This includes the amount that was due for 8/13/24-8/15/24 which the customer has now paid. The customer is cleared from any debt with *******************************************.

  If the customer has additional concerns, he can call our direct office line at ************** or **************.

  Respectfully Submitted,

  *. ****
  Customer Relations & Policy Specialist II

   

  Customer Answer

  Date: 05/01/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** *****
  
  
  
  

• Initial Complaint

  Date:04/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Dominion Energy. I do not have a contract with CONTRACT ***********. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 04/25/2025

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding the disputed balance. We regret the issue the customer explained in their contact to the Better Business Bureau.
  

  Research indicates the outstanding balance is for services provided in 2022.  The Company has had recorded telephone calls,from the same telephone number listed on the complaint up to 2 days after the service was disconnected 2022.  The account was billed and reported to collections fairly and accurately.
  

  Again,thank you for allowing us the opportunity to address the customers concern.  For any further questions please contact our *********************** at ************.
  

  Sincerely,
  

  Customer Relations & Policy
  **********************

  
  

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my condo in Aug 2019 listed on account ************. ******************************************* bill me on this account for $36.52 even though the property was not mine. I emailed in to ************************************* with all the information on Apr 21, 2025. I should not *** this debt and I paid this against my will because Dominion turned it over to a debt collector called ********************** both Dominion and Contract Callers will not take documents to show I sold the property. I want a refund for the amount owed and what I paid because the debt is not mine. I also want Dominion Energy to remove the collection notice to ********************* for their account ********. I also want verification that I can never be billed on an account in my name or the address going forward, I moved out of Virginia in June 2015 and have not lived there since then.

  

  Business Response

  Date: 04/22/2025

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding the disputed charges.  We regret the issue the customer explained in their contact to the Better Business Bureau.
  

  Dominion Energy has investigated the claim.  This property had an active revert to owner agreement contract. Section 9 of the contract states- The Landlord agrees to promptly notify Dominion Energy, in writing, when he/she wishes to change the billing address, sells the property (ies) or cease to operate the covered property (ies), needs to add or delete property (ies), change the authorization number,or discontinue the revert to owner agreement. 
  

  Although the customer may have closed his account and sold the property, the customer failed to submit written notification to cancel the revert to owner contract.  The debt reported to the credit bureau was reported accurately & fairly and will not be removed.  No fraud occurred with this customers information. Our team has now cancelled the agreement, per the customers request,and no further revert to owner agreement accounts will be opened under the previous account terms.
  

  Again,thank you for allowing us the opportunity to address the customers concern.
  

  Sincerely,
  
  
  Customer Relations & Policy
  **********************

  
  

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like the reporting to the credit bureaus be removed. There has been no correspondence about the debt or amount owed to me. It would be a good faith effort to have those removed. 
  
  Regards,
  
  **** ******
  
  
  
  
  

  

  Business Response

  Date: 04/28/2025

  Better Business Bureau,

  We regret the customer's dissatisfaction with the investigation results and understands the customer's request to have the report removed.  Dominion Energy has no authority over the process of the Credit Bureau.  The customer failed to submit written notification to cancel the revert to owner contract.  The position of the Company is consistent; the debt reported to the credit bureau was reported accurately & fairly and will not be reversed.  

  Again,thank you for allowing us the opportunity to address the customers concern. 

  Customer Relations & Policy
  *******************************************

   

   

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response is inadequate:

  Dominion Energy has no authority over the process of the Credit Bureau. 
  

  You have yet to provide information to me that shows you attempted to contact me regarding these past due balances. You need to contact contract ************* to show you inadequately failed to alert me to a problem on my account. Your reporting of the past due balance to contract callers is your acknowledgment that it is on my credit report. You need to contract contract callers and fix this. It is part of your responsibility to inform your customers of debt owed and problems on their accounts. My phone number and email address were the same now as they were back at the time of the accounts. It even says on the phone prompts when you call in to customer service that ******************** may call you to report past due amounts on your account.

  Your response is also contradicting. You say this will tendon on your credit report, but then your next response says we have no process in reporting to the credit beuraus . You can do something to fix it. Send me a letter? Anything?

  Really terrible Dominion. You need to do better. 

  
  
  Regards,
  
  **** ******
  
  
  
  

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged with late fees during a current hold/investigation of my meter. The case hasn't been closed until mid- April when I followed up and in the meantime, I was charged late fees for my bill. I have at least 10 unanswered emails to multiple departments of Dominion Energy with no response. Completely unethical practice.

  

  Business Response

  Date: 04/15/2025

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding their billing and response time concern.  We regret the issue the customer explained in their contact to the Better Business Bureau.
  

  Records indicate the late payment charges have been removed.  As discussed in the recent conversation dated 04/04/25, a goodwill credit has also been applied to the account. Be assured, a thorough internal investigation on the process of your request will be conducted.  Any training or coaching opportunities will be identified and addressed as necessary.
  

  Again,thank you for allowing us the opportunity to investigate and address the customers concern.  
  Sincerely,
  
  Customer Relations & Policy
  **********************

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dominion Power installed the main power line thru two of my drainage culverts that run underneath my driveway and now the driveway is collapsing at those two spots. I have tried to call Dominion and seek help but they are not willing to do anything.

  

  Business Response

  Date: 04/11/2025

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding their property damage claim. We regret the issue the customer explained in their contact to the Better Business Bureau.
  

  After some heavy rains in February, a portion of the Customers driveway developed a sinkhole. At that time, it was discovered the power supply cable to his 2003 residence had been installed through two culvert pipes under this driveway. Unfortunately,the 22-year installation exceeds the 5-year Virginia statute of limitation, and the claim has been denied.
  
  Dominion Energy recognizes this is not the desired outcome of the request; however, the Companys position stands.  Any escalation would need to be filed directly through the local litigation process. The customer is suggested to review the homeowner insurance policy for a possible claim.

  Again,thank you for allowing us the opportunity to address the customers concern.
  

  Sincerely,
  
  Customer Relations & Policy
  **********************
  
  
  

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I expected no less from this company as they answer to no one. I can't even repair it myself because the line is in the culverts. As of right now, I have a hole in my driveway that is getting bigger with each heavy rain, and I have an exposed power line that poses a safety hazard. All of this has happened because of their negligence when installing the cable.
  
  *********************
  
  
  
  
  

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dominion Energy seems to be running a scam with local contractors under its "home energy audit" program. Their website gives you contact info for these contractors who promise you (over the phone) that they will perform a check on your HVAC unit among other aspects of your home. However, when they show up, they only chat with you and replace a few light bulbs.Dominion and ********* teams are involved in administering the program. If you call them to complain, they give you the "fine print" hidden (per their own admission) deep within their website and tell you that your contractor was great regardless.Contractor Information:***** ******** ************************* Energy Auditors *****************************************

  

  Business Response

  Date: 04/10/2025

  Dear Better Business Bureau,

  Thank you for your inquiry.  I apologize for the inconvenience that may have been caused by your audit.  Based on what is offered, the contractors could install LED bulbs and/or add water heater pipe insulation among other energy efficiency measures.  After the appointment, you receive a report with cost-effective options and recommendations to make the home more energy efficient.  If you do not feel this was done, we would like to assist by forwarding your complaint.  We have gotten great responses from others using the program but if you were not pleased, we would be happy to forward your concerns.

  Thank you again for the opportunity to address your concerns. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.

  Sincerely,

  ******************************************* Customer Relations & Policy

• Initial Complaint

  Date:04/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting in March 2024 Dominion Energy experienced a billing error causing accounts to not receive accurate invoices. Since I had recently moved and had a credit applied to my account, this combined with the billing error caused me to not receive an invoice until Dec. 2024 when I paid my account balance in full for $424.74. After making this payment and several others ($260.00 and $12.66 on 1/18/2025, $262.54 on 2/26/2025, $184.72 on 3/21/2025) I noticed 3/5 payments were "Balanced Transfer to Another Account" as noted on the invoice. I've called numerous times between Dec. 2024 and March 2025 to figure out what was going on and why my payments were not being applied toward my account balance. I was advised it was a payment glitch and this would be corrected in the coming months. On the most recent call to Dominion, I was told I suddenly owed $1,063.82 for "Unauthorized usage" or a "Deferred Energy" charge. These charges are listed nowhere on any invoice I have received from Dominion nor was this mentioned over the phone until my most recent call to Dominion at the end of March. From my point of view, 3 out of 5 of my payments have just been magically disappearing with no resolution after months of calling and talking to different representatives, being transferred to various departments, and being placed on hold for *****+ minutes. I was not notified of any account/billing errors. There is no mention of the $1063.82 worth of charges/fees on my account or any explanation for why/how/when this was charged to my account. I want to dispute the entire charge since this was handled and communicated so poorly. There are also several articles noting billing issues Dominion was having during the time frame they claim I had unauthorized usage on my account.

  

  Business Response

  Date: 04/11/2025

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding the billing concerns. We regret the issue the customer explained in their contact to the Better Business Bureau.
  The customer was billed zero usage from March to July due to an inverted meter.  Terms & Conditions prohibit tampering with Company facilities.  While the meter was inverted, the meter continued to accurately record the usage. 
  
  As a courtesy, Dominion Energy has waived the trip fee, the reconnect fee, and the additional deposit.  The usage remains the Customers responsibility. The account has been updated and is accessible online.  All payment history is available, and the customer will have the opportunity to create payment arrangements, if necessary.
  Again,thank you for allowing us the opportunity to address the customers concern.
  Sincerely,
  
  
  Customer Relations & Policy
  **********************
  

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to know why charges were added to my account without informing me? They are not listed on any invoice on my account. This wasted my time and the time of several employees, since I called in for months and no one was aware I had charges added to my account from not being billed previously. When this was finally relayed to me on 4/1/2025, I requested a breakdown of the charges since, they are not listed anywhere on the account for me to review. The breakdown has not been provided to me as of 4/14/2025 and not available for me to view online.

  I would also like to know how the company was able to come to the conclusion that me not being billed was my fault? If the meter was still reading usage then it was working properly? Was there any evidence of tampering? What day and time did a Dominion representative visit my home and did they write up a report on their findings? Again, I was never made of aware of any issue nor was I tampering with my electric meter at any point in time.

  
  Regards,
  
  ******* ****
  
  
  
  

  
  

  

  Business Response

  Date: 04/16/2025

  Better Business Bureau,
  
  Thank you for the response.  On 08/06/24, the meter was checked for usage being recorded on the second channel and the meter was found inverted,tampering at the seal, and no cover on the base.  A door tag was left advising we were there and directions to contact our Revenue Protection department.  On 08/13/25 the meter was exchanged, an energy diversion account was opened, and the charges were transferred to the active account.  Photos of the inverted meter and the location conditions were obtained.
  

  As stated in the previous response, as a courtesy, the Company has waived the trip fee, the reconnect fee, and the additional deposit.  The only charges to the customer were for the ********************** consumption. The customer may not have physically tampered with the meter, but the usage was consumed during occupancy of the residence. 
  

  Dominion Energy has completed a thorough investigation on the issue and the result is within **************************** regulation. No further escalation within Dominion Energy is available and the result stands.
  
  Again, thank you for allowing us the opportunity to address the customers concern.
  
  Sincerely,
  
  Customer Relations & Policy
  **********************

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The charges are still not listed anywhere on my account and I have no idea what my true balance is. Only my payments and actual INVOICED CHARGES are available to be viewed online. Some payments were removed and I assume applied to this mystery diversion charge and some did not. Why would that be? Please send me a breakdown of the usage and charges that I am being held accountable for. I received no notice in August and this was never noted on my account so, it could have been addressed when I first called in December 2024. Is it Dominion Energy's practice to hold customer's accountable for charges that were never invoiced? Why were customer service **** and the other **** in other departments I spoke to unable to provide me this information months ago?
  
  Regards,
  
  ******* ****
  
  
  
  
  

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My average monthly bill for Dominion is around $150. They charged me $284.34 for one month, claiming it was higher due to the cold spell, and using more energy than usual. We used our electric fireplace, and barely our HVAC, during this time, because we were only heating the living room, with the air rising to heat our upstairs. We only needed our HVAC."The monthly cost will vary based on usage frequency. If you rely on the fireplace for daily heating, expect to spend approximately $30 to $50 per month".That does not explain why my bill is $140 extra. They just kept repeating "well, it was colder during that time" and then they were nice enough to mundanely and inaccurately try to teach me about meteorology.Even after I explained that we are a middle townhouse, with an insulated roof, and the sun hits the front of our house. So we really, *really* did not use as much as they are trying to say we did.Two or 3 days later we get a notice on our door that they were trying to access our panel, to replace it, and could not access it. There was no advanced notice, and after not seeing them in the 2 years since we moved in, it seemed a little suspect. And there was legitimately just a cooler in front of it.Also, come to find out I have been paying an extra $10 each month for denying them permission to update my meter. I was NEVER asked, and I would have never declined it. It first posted on my January bill, but they also could not explain that.If multiple employees cannot come up with an answer, there is definitely something wrong with this situation

  

  Business Response

  Date: 04/01/2025

  Dear Valued Customer,
  
  Thank you for bringing your concerns to our attention. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.

  
  I apologize for any misunderstandings you have encountered regarding your account. Your billing is based on your verified actual usage.Historically, the energy consumption recorded on your account is in line with your usage from the past year (considering differences in temperature). Should there be any issues within the home causing higher energy consumption, you would need to seek assistance from someone to have that addressed. Dominion Energy only supplies your home with the energy, we cannot determine how it is utilized. Upon review, we show that your bill is currently high due to two unpaid bills (January and February 2025. To date, your account has a total account balance of $550.24, including the past due amount of $431.81. The past due should be paid by April 11, 2025, by 5:00 pm, to avoid disconnection. This information is on your recent billing statement dated Mar 31, 2025. If you have additional questions, feel free to contact our *************************** at **************. A representative is available Monday through Friday, from 8:000 a.m. to 5:00 p.m. to assist. 
  
  Respectfully,
  
  Customer Relations & Policy
  **********************
  ******************************************* **************
  Mailing Address: P. O. *****************************************

  
  

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *****-*******