ComplaintsforDominion Energy Virginia

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved to my apartment in October 2023 and after a couple of months, I realized I hadn't received an electric bill yet. I called the customer service line 1/5/24 and was told that there was an issue with the billing system. In April, I still had not received a bill, so I called on 4/8/24, and I spoke to someone from Dominion Energy through the customer service phone number and was transferred to another person. I was told my request would be escalated and should take 2 weeks. I never received a call back from this. I submitted a complaint through the Customer Relations Form. I did receive a response to that complaint on 4/11/24 stating that this was a known billing issue and that when I do receive a bill, it would only be backdated up to 150 days. I finally received my first bill on 8/9/24 and it was backdated 287 days, rather than 150 days. The bill was for $911. I called Dominion Energy on 8/9 to get an explanation for being charged ****************************************************************************************** back. I never received a call back. I logged into my account on 8/16 and had an account balance of $617, but no explanation for the change or a new bill. When calculating what my bill should be for 150 days based on the charge breakdown of the original bill, I calculated ~$520. I called to ask for an explanation of the new fee. No one can provide me a new bill or information on how a $294 credit to my account was determined.

  

  Business response

  08/16/2024

  Dear Better Business Bureau,

  Thank you for your inquiry.  I have the account under review for our customer. Once I have received more information regarding the inquiry, I will be in contact with the customer to advise.

  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

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is in regards to a business account I manage that was on Budget Billing and the previous organization had merged with another like-purpose organization. I have three complaints with how our account has been handled:1. Misinformation by customer service phone agents On 6/19, I spoke to A****a to explain our merger situation and to get a new account set up. She submitted a ticket (*******) to transfer a credit balance from the old account to the new account and indicated this was possible. She also said I could call back to set up the new account on Budget Billing.On 8/15, I spoke with S***y and she said that the prior agent was incorrect on both matters. A credit balance cannot be transferred between two accounts and we cannot set up Budget Billing on the new account yet, even though the address and property usage remain the same.2. Failure to follow up on commitments Phone agents told me 3 times that I would be followed up with and that did not happen:7/30 - L**a said I would be contacted by supervisor in ***** hours; I was never called 8/12 - T**i said I would be contacted by supervisor in 24 hours; I was never called 8/15 - My call with V******a failed and she did not call me back like she said she would even though I provided by phone number at the beginning of the call 3. Charging for multiple bills in one month while enrolled in Budget Billing. Dominion's webpage on Budget Billing does not provide a disclaimer that this could happen. We were charged for two bills in May on two consecutive days for ~$2,500 each. That put a strain on our cash flow. Advertising Budget Billing as helping to "avoid seasonal *** and downs" is not consistent with charging two bills in one month.We would like a goodwill credit on the new account due to the above complaints. We also want to enroll in Budget Billing on the new account since the building has been in existence for around 60 years, and our building use purpose is the same as the prior organization.

  

  Business response

  09/13/2024

  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 attempted to contact the customer regarding the complaint, however we were unsuccessful.  A message was left on the customer's voicemail.   The customer has been enrolled in budget billing; the monthly budget billing payment is $2342.00.  Also, a Good Will credit of $30 was applied to the account on August 30, 2024. The next bill generates for the account on September 23, 2024. Should there be additional questions regarding this matter,please feel free to contact us.
  

  Sincerely,

  Customer Relations & Policy
  

  Dominion Energy Virginia
  Dominion Energy **************
  
  

  
  

  Customer response

  09/14/2024

  [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

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Earlier this year dominion power came out to change everyone's meter out. After changing my meter, I stopped receiving bills from dominion, which I noticed this about a month later because I always had my power bill on autopay. Upon calling them I was told that ********* had stopped my billing due to an internal issue on *********'s part where they were not able to get proper readings from the new meter they had just installed. They did not reach out to me and let me know that they had stopped my billing. I had to reach out to them to find this out. Upon calling them they stated that they would put in a request to have someone come out and correct the issue. Multiple months and calls later I still was not receiving a bill to which I ask, since this was not on my end and because they had never reached out to me about the issue I would like to have a request placed to waived any accrued fee due to whatever this issue was with dominion. finally on 08/14/2024 I get a bill for $1.7k with every bill dated for 8/06/2024. Upon speaking with the last representative I was told I could set up a payment plan with an $800 down payment. I thought this was utterly ridiculous and requested to be sent to the department to dispute the charges. I've currently been on hold with domionion for 30 minutes waiting to speak with someone while I type this. Since February of 2024 I've been making phone calls to dominion power, creating work orders, and reporting issues while they have not been doing anything to correct this issue. To make things worse, they never sent anyone out to actually fixed the issue, they just fabricated the missing months that were never sent and dated them all for 8/06/2024. How do you get correct amounts from a meter that was not reading correctly, so you shut the billing off, and this was according to dominion. I would like the balance waived since this was at fault of domionion.

  

  Business response

  08/22/2024

  Dear Better Business Bureau,

  Thank you for your inquiry.  We will research the account as well as contact our customer regarding the billing.  Any adjustments needing to be made will be discussed directly with the customer due to not being able to release information to a third party.  We will contact the customer at the email address that has been provided.

  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

  Customer response

  09/03/2024

  This is my 2nd complaint due to the first complaint not actually being resolved. Dominion turned off my billing, did not tell me, I had to reach out to them. They said they were going to send someone out to fix my meter that they had just installed (which caused the issue). They said the meter was not reading properly so they stopped my billilng, but when I asked how were they going to calculate a bill if the meter was not reading properly, they changed it to It just wasn't sending a signal to dominion. If it wasn't sending a signal, why not send a *** out like they have been doing to get the reading? Now after months of me begging for a bill and them refusing, months later they finally send me one for 1.7k. I also was told by a *** that she would put in a request to waive the fee because this was all on the fault of Dominion. I placed a BBB complaint to which they stated they would not give personal information on the complaint, and they would reach directly out to me. They reached out to say they would contact me after they finished reseaching, which was 7 days ago. They literally dragged this out so that the complaint would close out, which is the same service I received when attempting to get a bill. I would like this ***************, including i'm going to now how to pay it with a credit card just to keep the lights on for my family. I've been a dominion customer for over 7 years and have never been late on any payments until now. It's aready hard enough as a disabled veteran to get around and get things taken care of, without a company messing up on their end and expecting you to deal with the consequences for their mistakes. They are now not now responding as they stated they would so I will be following up more on this request.

  

  Business response

  09/05/2024

  Dear Better Business Bureau,

  Thank you for your inquiry.  We have been communicating directly with the customer with the last contact being September 3, 2024.  The account has been reviewed and adjustments completed.  As of the last contact, we advised we were requesting an additional review, but the account will not be subject to any credit action while under review.  

  Thank you again for the inquiry.  We will continue our detailed communication with the customer as we have been - due to personal identifiable information on the account.

  Sincerely,

  Dominion Energy Customer Relations & Policy

  Customer response

  09/05/2024

  Better Business Bureau:
  
  They have not been in contact with me with any solution thus far, they've only told me they will review and be in contact. Essentially the same issue I had when trying to get my bill in the first place. 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,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased a home with 48 solar panels Sept 2023 and opened an account with Dominion. In October/November called to ask about a bill and was told our solar covered it. We continued to receive no bills even though I had signed up for email billing and auto payment. Called again to question and was assured we would get one if needed. Fast forward 10 months later to July and a $1910.00 bill comes. After numerous calls and agents we determined the amount was correct and offered an extended 60 days to pay. I made 3 payments and paid infull (prior to original bill date) including a 2nd bill of $400. This morning they auto withdrew $1910. And are telling me that I have to wait a week to possibly receive the refund. I dont understand how that happened when there is no bill to pay any longer. I am currently getting the run around with promises of a call back with none coming.

  

  Business response

  08/14/2024

  Dear Better Business Bureau,

  Thank you for your inquiry.  We have contacted the customer via email and will be working to resolve the matters with her.  Once our research is complete, we will be responding back to her with more of a resolve.

  Regards,

  Dominion Energy Customer Relations & Policy

   

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they make it impossible to pay you bill and then they charge you interest in late fees and then they try to cut you off. I paid $477 last month and my ******************* has not been credited to my account. It is credited to a gas company in ****, but I have proof that it says it paid Dominion power and then when you call them, they are the rudest meanest, nastiest people that you could talk to you on hold forever on purpose and you can hear them laughing in the background horrible horrible customer service. They are stealing from us every day. Something has to be done, please

  

  Business response

  08/14/2024

  Dear Better Business Bureau,

  Thank you for your account inquiry.  We apologize for the inconvenience regarding your account payment.  Please be advised that payments never posted to an Ohio account.  This was an error on our part with the notification after payment posting.  We advised online that the posting had been updated so that our customers would be aware that the payments had posted to their Dominion Virginia Power account.

  Based on additional review, we show your payment posted 7.2.24.  Please advise if there are additional payments that you may have made that do not show on the account.  We will be happy to research the matter or speak to you further.

  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

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dominion Energy updated our meter in the December 2023 / January 2024 time frame. The next month we were billed for over $600. Showing something over ***** KWh in a single month. Our normal usage is around ***** KWh. I called in February and asked them to review usage, and I mentioned they had just exchanged our meter. Looking at usage numbers from the new meter, they suspected that the technician may have read the wrong usage number on the old meter when uninstalling it. They actually pulled the physical meter from a warehouse and confirmed the actual usage for the month was around 1200 KWh. I was impressed that they were able to figure this out. I asked if they could send an updated bill. They said they could not, but would credit our account within 60 days? I asked about the current $612 bill, and they said I would need to pay it. Silly, but we did it. It has now been over 6 months and I have called maybe 8 times. They (Dominion ************** told me they were having problems with their billing system, but nothing seems to be getting done. I cannot call billing directly, I have to call customer service and they have no answers. I'm really getting annoyed at this one sided handling of our issue. I had the issue escalated with their customer service in April 2024, and they assigned me a ticket number (#*******) which remains Unresolved. I'm so disappointed and can't understand why they just can't issue a credit on the account. Meanwhile we faithfully keep making payments every month, and Dominion does not reciprocate on their end. I can't imagine many businesses (or consumers) that can get away with this type of disregard for money that is owed.

  

  Business response

  09/05/2024

  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 the concerns have been discussed and resolved.
  

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

  Dominion Energy

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dominion energy bill increased over $100. I contacted their billing customer service but they were unable to assist other than asking if I had purchased any new appliances. The answer was no. Im the only resident in this home of 1000 square feet so I definitely questioned the one month bill amount of $287.44. I requested to have a technician come out to check my meter and I was advised that it would be done on 7/25/2024. I requested an approximate time in order to unlock the gate and ensure the dog was out of the way. I spent the entire day waiting. The tech never showed. I called dominion energy back again and was told my request had not even been assigned to a technician. Once again my request was noted but nothing was done so I called a third time and again transferred to customer assistance but was disconnected after waiting for 30 minutes. I want my meter checked and I want the outcome for my bill to be adjusted. My account number is ************ at ***************************************. Contact number ************. Thank you in advance

  

  Business response

  08/13/2024

  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 completed an analysis of the customers account and have found that the billing statements are correct. A factor in the increase was related to a malfunctioning appliance. We have communicated with the customer and explained this in detail.
  Again,thank you for allowing us the opportunity to review and research the customers concerns.

  *******************************************

  Customer response

  08/13/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Virginia Wenter
  
  
  
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Solar Panels installed on my home to participate in Renewable Energy and to save a little money. Im a Senior citizen and every little money saved goes a long way. In February of this year 2024, my panels became operational. Dominion Energy serves my area here in **********. Before becoming operational Dominion Energy came to my home to check out the equipment and grant ********** I suppose to start using the panels. A representative from Freedom Solar gave me an overview of what was going on. Freedom Solar provided an App that allowed me to see the energy I was producing and how much was being sent to the grid; Dominion Energy. Early this month I spoke with **** from Freedom Solar about this energy sent to the grid and does it show in my billing statement from Dominion. He said it did and explained to me about NET METERING, A STATEMENT LAW.Well I couldnt find it on my bill anywhere. So I called Dominion **************** Number. What a complete waste of time. I talked briefly with several associates who didnt even know what Net Metering was. On three (3) occasion my call was disconnected. I did manage to speak with one person who put me through to that Department. I got nothing but lies and more lies. Name ********, who said she would open up 2 tickets, one to technical and the other to billing to credit my account far back as February. THAT DIDNT HAPPEN. AND I GOT NO CONFIRMATION EMAIL AS PROMISED. And just today, rather than wait in line, we will call you back . THAT DIDNT HAPPEN EITHER.I SURE IM NOT THE ONLY ONE AFFECTED BY THIS POOR SERVICE. OBVIOUSLY DOMINION HAS NO OVERSIGHT COMMISSION TO REPORT TO SO THEY DO AS THEY PLEASE. And employing PEOPLE with no knowledge of the business and their products is JUST INEXCUSABLE.I didnt choose Dominion, I had no other choice. BUT I WONT BE TAKEN ADVANTAGE OF LIKE THIS WHILE YOU PROFIT FROM THE ENERGY I AM PRODUCING.

  

  Business response

  07/31/2024

  Better Business Bureau,

  ******************** account has been reviewed and corrected. All credits for solar delivered and received have been accounted for and rebilled for each month. ****************** has been issued new invoices for the services. 

  We apologize for the inconvenience and frustration this may have caused. For this reason, I have posted a Good Will credit of $50.00 to his account.

  If ****************** has questions after the invoices are received, he can call me at **************. 

  Sincerely,

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

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . I moved into my home, a new construction, in ******** in September of last year and established a new account with you shortly after. I have been receiving bills every month since then. I was only made aware that there was a problem with my meter earlier this month when I received a $0 bill. After receiving this I called to inquire about it and the lady I spoke with explained that my bills had been for estimated usage and not actual usage and that they were going through and adjusting my previous bill. Fast forward to yesterday and I received a bill for $960 and a usage that seems to say that I was only billed for about half of what I used over a ten month period. I spoke with ****************** and she stated that my meter hadn't been sending any readings and that this bill was for the difference between my estimated usage and actual usage. I questioned her about the estimated usage and she told me it was based on previous usage, which confused me even more because there is no previous usage being that it is new construction and we are the first people to live there. When I asked if she could explain how my meter could go so long without sending readings and not be caught she replied with "Well there's somethings we just don't have answers for and this is one of them." I then asked if she could transfer me to someone who could answer my questions. She told me that she was the person I needed to speak to. My wife then spoke with ****** and later ******* in the billing department. While on the phone with ******* my wife was told that this was a known issue the entire time.,She also asked him if we could have copies of our previous bills before they were amended to which he told her no.If I keep receiving the same treatment from Dominion's representatives I will be forced to reach out to local news agencies and the ***************************** This is not a fair business practice.

  

  Business response

  07/30/2024

  Dear Better Business Bureau,
  

  Thank you for contacting us regarding the billing at your location. We have updated the billing, and the new bill is visible via your online profile at www.dominionenergy.com. 

  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 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dominion Power without notifying us cut off power. "Someone else had taken over the bill and then cancelled power." It was difficult to get power back up, after being on hold for and working with them for several hours (they cut it off immediately, and couldn't figure out how to get it back on).The addresses of our units are not correct in the system apparently causing confusion for all of our neighbors and us and might have driven this issue (with a neighbor potentially taking over and cancelling it, but we can't know because they can't give us the information of the people who took over our power without notification).Then when they finally were able to turn power back on, they said we would be (and we were) charged for an initiation fee. But then they said we could dispute the charge, but only after it came through. We called to dispute the charge a month later and after being on hold and explaining the story for an hour, they told us it would be removed.The next bill came and it hadn't been removed so we repeated the process where they told us it could not be removed. We have spoken with someone since who has said that it could be removed, but we won't know until we get the next bill. This has been incredibly stressful, cost us a small fee, but more importantly cost us nearly 5 hours on hold in total and about that many hours without power. We'd pay anyone about anything to give us electricity right now if it wasn't dominion.

  

  Business response

  08/05/2024

  Dear Better Business Bureau,

  Thank you for your inquiry.  I apologize for the delay in posting the refund for the service initiation charge.

  Based on a review of the billing, the service initiation charge for $24.88 was credited back to the July 31st billing statement.  The agent requested the adjustment as advised.

  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

*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. ↩