ComplaintsforDominion Energy Virginia

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have an account with *******************************************, but I cannot access it. I have not received a paper bill in months, and I dont know the account number. I cant reach a person to ask a question no matter how I try. I cant resolve the issue through their phone tree. I get text messages saying I have an overdue balance and am subject to disconnection, but I do not know the account number and based on my name and address the website tells me that the account does not exist. I need someone to call me!

  

  Business response

  07/22/2024

  Dear Better Business Bureau,

  Thank you for your inquiry.  I have telephoned our customer and spoken through her concerns.  If there are additional concerns after this, our phone center will be able to further assist.

  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.

  Dominion Energy Customer Relations & Policy

  Customer response

  07/22/2024

  [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:
  
  In reference to complaint ID ********, I appreciate that a representative from Dominion Energy contacted me, and they were able to resolve my problem. However, it is pretty ridiculous that the only way I could find to speak with a representative was to submit this complaint through the BBB.  They need to make it possible for customers to reach a live person if their concerns cannot be addressed through automated tools available over the phone and online.
  
  Regards,
  
  *********************** *******
  
  
  
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $9.30 because they received the payment later. I did everything right. I sent the payment more than 2 weeks earlier. Please see when I made the payment. On June 11, I made a payment for July 1. The bank sends the payment well in advance. Who was at fault?? Why should I suffer the consequences?

  

  Business response

  07/15/2024

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers billing concern. We regret the issue the customer explained in their contact to the Better Business Bureau.
  Dominion Energy has waived the late payment charge as a one-time courtesy.  Dominion Energy cannot guarantee, or predict,payment process or hold times when made through a third party.  Online payment options are available on our website at www.dominionenergy.com/virginia/billing/pay-my-bill to mitigate future delays. 
  
  Again, thank you for allowing us the opportunity to address the customers concern. The requested billing adjustment has been completed.  For any further questions,please contact our *************************** team at ************. 
  
  Sincerely,
  
  
  Customer Relations & Policy
  **********************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started service with Dominion Energy on 11/23/2022 at ************************ unit #***. And I received a bill for the meter reading for apartment #***. I contacted customer service on January ******** spoke with customer service representative ******************** she reviewed everything and said the mistake was due to a glitch in the system and that she would send the information to the dispute department and will keep me updated. She reached back out to me a few weeks later and said for me to send in copy of lease which I did. On 2/9/23 I received an email from ******************** stating that the dispute was still in review. On 2/20/23 I received an email from ****************** with Dominion Energy saying the mistake of the $220.55 was corrected and removed. On 3/16/23 I received a electric bill from Dominion Energy saying that I had a past due balance of $220.55. I called spoke with a representative who said the charge would be removed and there was nothing else I needed to do. I moved out of the state of ** in April of 2023 and have recently moved back. I'm to move into new place here in ** but when I called to start new service I was told I have a previous past due balance of $220.55 for ************************ #***. I called 3 weeks ago about this issue that I've been dealing with since January 2023 and I've spoken with ***** she said she sees in the system that it was to be corrected but it wasn't sent to the right department so she escalated it to her manager. I heard nothing back, called again and spoke with ***** another rep and he said he would have his manager review and let them know of the urgency due to my needing new service by 7/16/24 I heard nothing back so I called again on 7/10/24 and spoke with **** who assured me that she would escalate it. I've never lived in that unit and this is preventing me from moving into new place on July 16th. I've already taken off work and paid deposit for movers I really would like for this to be corrected once and for all.

  

  Business response

  07/16/2024

  Dear Better Business Bureau,
  
  Thank you for contacting us regarding a balance transfer on your account. We have researched the amount discussed and upon further review the balance is a valid charge. The amount of $141.26 has been transferred from a valid account at an address located at *************. The remainder is the final bill from the correct account with the apartment number 401. We did determine the service initiation charge should be credited back and this has been completed as of today. The account that had been set at the wrong address was previously corrected. 
  
  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 our ************** at **************. All notes regarding this matter will be on the account. 
  
  Sincerely,
  
  Dominion Energy Customer Relations and Policy 
  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dominion energy turned my lights off 8/31/2023 because my landlord called and said I was moving out, however I ever moved. From Sept 2023- April 2024 my lights were on under my landlords name. I called several times asking if I could get the lights back on in my name and Dominion told me I needed to pay my entire previous before I they could reactivate in my name. Today July ********************************************************* because they reviewed my lease they decided to turn my lights back on without payment and notice to me. They acknowledged they told me payment was needed and not received yet they reconnected my account. Now I am without electricity due to their error and additional fees that I cannot pay. Mt children and I need lights to live and dominion will not correct this situation. From Sept to April I was paying the light bill under my landlords name and they never told me it would be connected under my name without payment.

  

  Business response

  07/15/2024

  Better Business Bureau, 
  

  Thank you for the opportunity to investigate this customers concern. We regret the issue the customer explained in their contact to the Better Business Bureau. Dominion Energy has communicated with our customer and provided a breakdown of the account status. The customers concerns have been addressed.
  

  Again, thank you for allowing us the opportunity to review and research this matter.
  

  Dominion Energy

  Customer response

  07/22/2024

  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.
  
  [lights are back under disconnect notice dominion wants 1128 before I can get a payment arrangement. This would not be required had the lights stayed on in my land lord name! Or if dominion advised me that a payment would be due before making any changes to my account. 
  
  Regards,
  
  *******************************
  
  
  
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dominion Energy did not provide me with a monthly statement for 4 months, and did not notify me of this, even though they are supposed to let me know about my monthly electric usage and payment. They have now sent a bill in excess of $3000. We have called and emailed numerous times with no resolution. Dominion tells us that it is our fault that we did not receive a monthly bill and they will not accept any responsibility.

  

  Business response

  07/16/2024

  Dear Better Business Bureau,
  

  Thank you for contacting us regarding the delay in having the delay in billing on your account. I do apologize for the inconvenience of not having the bill available when it was expected. We have confirmed that the account has been billed for the correct reading. We also confirmed that the meter is working properly, and you are being billed for the actual use at the location.

  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. You can reach our ************** Monday through Friday 8am to 5pm at **************.
  
  Sincerely,
  
  Dominion Energy Customer Relations and Policy 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 26, I made a payment to them and was told the payment the payment will take 24 hours to process. They received the payment on the morning of April 27 at 5 am. They charged me a reconnect fee of $138 when I was told $38 for a reconnect fee. A computer turned it on. Not a person. Dominion energy refused to help and I have threatening to turn me off again if I do not make that payment.

  

  Business response

  07/18/2024

  Better Business Bureau, 
  

  Thank you for the opportunity to investigate this customers concern. We regret the issue the customer explained in their contact to the Better Business Bureau. Dominion Energy has reviewed the customers account, and determined our **************** center relayed our reconnection fees, and policy in detail. Our records indicate the payment was made at 5:00 am. That timeframe is outside of Dominions business hours and require an after-hours reconnection charge.
  

  Again, thank you for allowing us the opportunity to review and research this matter.
  
  Dominion Energy

  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dominion is refusing to turn on the power to one of our properties, due to a debt owed on two accounts. The two accounts they are referencing have been paid, and one has been paid two times, yet they still refuse to turn on the power. I have confirmation numbers of the payments, yet Dominion still is refusing to acknowledge the money paid, and to issue a refund for the multiple overpayments. The government needs to investigate all of the money Dominion steals from customers regularly, and their refusal to issue refunds. It is over 90 degrees in the unit with workers! How many times does someone need to pay the same bill for Dominion to turn on the power!

  

  Business response

  07/18/2024

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern.  We regret the experience explained in their contact to the Better Business Bureau.
  

  Dominion Energy has identified the program issues impacting the initiation of service.  The system challenges have been addressed and the electricity has been activated, at the property in question.  Additionally, a refund check for the additional payment has been submitted. The refund will be processed and mailed to the mailing address on file. 
  
  Again, thank you for allowing us the opportunity to address the customers concern. For any further questions,please contact our *************************** team at ************. 
  
  Sincerely,
  
  Customer Relations & Policy
  **********************

  Customer response

  07/18/2024

  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.
  
  Power has still not been restored to the unit. Dominion has lied again and failed to do as they said.  They continue to ask for payment for bills that have been made multiple times in order to turn service on.  They continue to hold us hostage and demand payment for accounts already paid.
  
  Regards,
  
  *****************************
  
  
  
  
  

  

  Business response

  07/19/2024

  Thank you for the response.  Our customer was having challenges with multiple units.  We have contacted the business partner directly.  All units in question have been activated.

  Dominion Energy, Customer Relations & Policy

  Customer response

  07/19/2024

  [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

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company listed above is my electrical provider and I contacted them several times about not being billed and they told me they needed to get a meter reading and now theyre telling me their billing system was down for several months and are charging me *************************************************************************************************************************************** several bills at once

  

  Business response

  07/11/2024

  Better Business Bureau,

  I reviewed the account for ********************** and find that billing was completed for the correct amount and timeframe of 150 days or less, per our Terms & Conditions as approved by the ***************************** of Virginia. I contacted ********************** to apologize for the significant delay in billing and we agreed to set a payment plan that is reasonable to him. In lieu of the typical 6-month plan, we extended his plan to ***************************** fees associated. Additionally, a Good Will Credit of $50.00 was posted to the account for the frustration and inconvenience he has experienced. 

  Verification of this was sent by email to ********************** moments ago.

  Respectfully Submitted,

  *******************, M.Ed.
  Customer Relations & Policy Specialist II
  
  Dominion Energy Virginia &
  Dominion Energy **************

   

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive been paying my dominion energy bill faithfully before I started budget billing in March 2024. For some reason Im being charged all these fees and the main one was generation they charged me $147 for **** and $122 for July making my entire bill $700. Im on budget billing which my bill supposed to one set amount of $164 but lately Ive been pay over $170 every month and when you look at my bill instead of it going down its going up. My current whole bill is $700. I shouldnt owe that much if my bill is set at $164, but Im paying $172 and my whole bill $700 on budget billing.

  

  Business response

  07/12/2024

  Dear Better Business Bureau,

  Thank you for the inquiry.  I have reviewed your account and would like to share information regarding your budget and the breakdown of the bill.

  The budget for your account is still $164 monthly as quoted.  There is an additional rider now added to customer bills that will cause the monthly billing to change based on usage.  It's the deferred fuel cost that has to be collected each month and cannot be added into the set monthly budget.  The additional charge can be viewed in our terms and conditions.

  Regarding the generation that you advised, this comes under our breakdown of charges on the billing.  The generation is part of your electric supply service.  Generation is the charge associated with the production of your electricity at our power plants.  This charge is based on your kilowatt hour consumption each month.  For this reason, when we break down the actual usage each month, it will vary based on your usage.

  Finally, the $700 that you spoke on is the total actual balance for services used and not yet paid.  The budget billing is a tool to give you a consolidated amount monthly, but you are still responsible for all usage.  We show an actual account balance each month so that you are able to see your consumption amounts.   Your bill does not appear to have gone down as of yet because you are using more than your budget amount.  When we review your account, any outstanding balances will factor into any increase/decrease in your monthly payment amount.

  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 & Policy

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a new Virginia resident, I had to pay a deposit to Dominion Energy. I was told I would have this credited to my account within 12 months (with interestas if this would make up for having to have them hold my money). I called after 12 months to get it back. They said actually I had to wait until 15 months after I opened the account. I called 15 months after I opened the account and they said to call on the 1st of July. I called on the 1st. I was told that the agent I spoke to was wrong and that they are working on refunding the deposit, but it might be denied. I have always paid my bill on time and early. No one at Dominion that I spoke to knew anything, and I was told conflicting information by everyone I spoke to. I would like my deposit back.

  

  Business response

  07/11/2024

  Dear Better Business Bureau,
  
  Thank you for bringing the customer's concerns to our attention. At *******************************************, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers. 
  
  We spoke with the customer and was able to resolve the issues mentioned in her complaint.  Should there be additional questions regarding this matter, please feel free to contact us.
  
  Sincerely,

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

   

*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. ↩