ComplaintsforDominion Energy Virginia

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dominion Energy sent my mother (who is 93) a check in my fathers name. She called Dominion and was told to simply send proof of death and a copy of the check and they would reissue. Not the case. I called and spent hours on the phone and requested they reissue the check in my mothers name or credit her account. Numerous and lengthy conversations and emails proven fruitless. I mailed the check back to them. They have no idea what they are even requesting. I simply would like a check payable to my mother in the amount of $***** or have her account credited. I am attaching the emails with attachments and my father's death certificate. Thank you for taking the time to consider this small matter. It is something that really is bothering my mother as you can imagine these small things take a toll on the elderly.

  

  Business response

  04/06/2022

  April 6, 2022

  
  Better Business Bureau,

  
  Thank you for the opportunity to review the customer’s triennial review refund check concern. We regret the experience the customer expressed to the Better Business Bureau, and we apologize for any confusion we may have caused the customer.

  
  Dominion Energy Customer Relations & Policy department was able to speak with the customer today, 4/6/22 and we discussed their concern and the Company’s policy regarding refunds.  The Company is willing to refund the check in the customer’s mother’s name; however, the following information below are the Company’s requirements for all customers. Checks will only be reissued to the Executor or Administrator. We asked the customer to please provide the following:
  

  Letter stating reason for check to be reissued, to include:
  Name for reissued check
  Mailing address
  Phone number
  Original refund check
  Death certificate
  Certificate of qualification as Executor or Administrator

  
  This information should be emailed to [email protected] or faxed to 1-866-268-0324. Originals may be mailed to:

  Dominion Energy Customer Payment Service
                  Refund Checks
                  600 East Canal Street
                  Richmond, VA 23219

  
  If you or the customer have questions, or if Customer Relations & Policy may be of further assistance, please call us at 1-800-938-2118.
  

  Sincerely,
  

  **** ********
  Dominion Energy Virginia
  Customer Relations & Policy

  
  

  Customer response

  04/06/2022

  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.
  
  As I stated in my emails and repeated the customer service rep, not every estate must be probated therefore not every estate will have an executor or administrator appointed.  I suggested to variousl people that they consult with their in-house attorneys to confirm this information.

  As for the customer service reps request, below is my response:

  Letter stating reason for check to be reissued, to include: THIS WAS PROVIDED VIA EMAIL MULTIPLE TIMES
  Name for reissued check  ****** ** *****
  Mailing address **** ********** ***** *****, Charlottesville, VA 22911
  Phone number ************/ my cell: ************
  Original refund check $*****
  Death certificate  That was already sent
  Certificate of qualification as Executor or Administrator – NOT AVAILABLE OR NECESSARY

   

  I am attaching the same information I originally sent if Dominion Energy needs another copy.

   

  Thank you for your service.

   

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

  
  

  

  Business response

  04/13/2022

  April 13, 2022

  
  Better Business Bureau,

  
  Thank you for the follow-up response from the customer. As mentioned below, all required information would need to be forwarded to our Payments department using the email address, fax number, or mailing address below.   

  
  The following response was sent to the Better Business Bureau on April 6, 2022.

  
  Thank you for the opportunity to review the customer’s triennial review refund check concern. We regret the experience the customer expressed to the Better Business Bureau, and we apologize for any confusion we may have caused the customer.

  
  Dominion Energy Customer Relations & Policy department was able to speak with the customer today, 4/6/22 and we discussed their concern and the Company’s policy regarding refunds.  The Company is willing to refund the check in the customer’s mother’s name; however, the following information below are the Company’s requirements for all customers.

  
  Checks will only be reissued to the Executor or Administrator. We asked the customer to please provide the following:
  Letter stating reason for check to be reissued, to include:
  Name for reissued check
  Mailing address
  Phone number
  Original refund check
  Death certificate
  Certificate of qualification as Executor or Administrator

  
  This information should be emailed to [email protected] or faxed to 1-866-268-0324. Originals may be mailed to:

   
                          Dominion Energy Customer Payment Service
                                Refund Checks
                                600 East Canal Street
                                Richmond, VA 23219

  
  If you or the customer have questions, or if Customer Relations & Policy may be of further assistance, please call us at 1-800-938-2118.

  
  Sincerely,

  **** ********
  Dominion Energy Virginia
  Customer Relations & Policy

  
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’d like to report Dominion Energy for trying to overcharge the last bill for my my business. My business Staunton Miniature Speedway LLC closed January 31st, 2022. I called Dominion a few weeks before to close the account on January 31st. They said okay. Weeks later I heard nothing. Later checked the account at the end of February on their website. They were going to charge me an extra $*** of the average bill. I contacted them, they said we see you asked to close it, ignore that bill. We will get a final one to you. They sent me another one, was still $*** more, I ignored, they sent me another which I feel is still too high. It’s the same price as what has been the average price of a full month this year. On the high side mind you. The bill should be cheaper, as I was closed the last week of January. Also the fact the billing cycle ends/starts in the middle of the month. This shortens it buy two weeks alone. So the bill should be around or under $***. The previous bill was ****** for a full month. The weather was not that much colder, and the thermostat was left the same of the previous months. I told them this and they won’t acknowledge me at all which I believe is total crap. I even asked if they had a smart meter, they do not. No one checked the meter February 1st. Attached are the bills, the January 13th one is the last normal bill. The ones after are all messed up. Please advise. Thanks, ** ******** ************

  

  Business response

  04/01/2022

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customer’s billing concern.  We regret the issue the customer explained in their contact to the Better Business Bureau.
  Dominion Energy has completed a thorough investigation on the issue and the necessary billing adjustments have been made.  The account has been backdated and closed as of January 31, 2022.
  Again, thank you for allowing us the opportunity to address the customer’s concern and appreciate the customer’s patience during the time need for the investigation as well as the processing time for billing adjustments.  If Customer Relations and Policy may be of further assistance to you or the customer, please call us at ***************
  Sincerely,
  
  
  **** **
  Customer Relations & Policy
  Dominion Energy Virginia

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dominion Energy sent me two bills that are due within a week of each other, which is odd considering I've Never been late paying the bill. I received a bill for $****** that had a due date of March 14th and another bill in the amount of $****** that was due on March 21st. There is something seriously wrong about charging a customer for two bills that are due within seven days of each other when neither of them are late payments. Someone should seriously take a look at this company's business practices.

  

  Business response

  03/22/2022

  March 22, 2022

  Better Business Bureau,

  
  Thank you for the opportunity to review the customer’s billing concern. We regret the experience the customer expressed to the Better Business Bureau, and we apologize for any confusion we may have caused the customer.
  Dominion Energy’s investigation revealed the customer account changed to off peak billing as of  November 24, 2021, which was right before the November 29, 2021 billing statement generated.
  
  There was a gap in interval data, which resulted in an unusual exception which required billing review and resolution before the account billed. The work queue (validation/estimation system)  generated on January 23, 2022, and resolved on February 17. This resulted in two separate bills for the customer; the January bill that generated on February 17 and the February bill which generated on February 24. To clarify, the work queues generate from our meter data management system, which is the system which  interval data flows through for validation and estimation. 
  
  If you or the customer have questions, or if Customer Relations & Policy may be of further assistance, please call us at ***************
  
  Sincerely,
  

  **** ********
  Dominion Energy Virginia
  Customer Relations & Policy

• Initial Complaint

  03/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Dominion energy to address the unusually high energy usage experienced at my house, when and after following such recommendations in assistance of lowering electric energy usage my bills have increased. The reason for this review is because I was hung up on by 2 different employees multiple times. The employee identifications numbers are ******* and *******. The call times I placed were at 923am, 926am, 932am and 955am. To make matters worse they did not schedule a high bill investigation to be performed at my residence.

  

  Business response

  04/06/2022

  April 6, 2022

  
  Better Business Bureau,

  
  Thank you for the opportunity to review the customer’s billing concern. We regret the experience the customer expressed to the Better Business Bureau.

  
  Dominion Energy was able to conduct a high investigation for the customer on 3/23/22. Unfortunately, we were not able to determine if there were any internal appliances issues. Additionally, the Company conducted an onsite meter test on 3/28/22. The meter passed its accuracy test. Our tariff filed with the Virginia State Corporation Commission states the meter should record at plus or minus *% of ***% to be considered accurate. An official letter from the Company was mailed to the customer showing the passing results below:   

  
              Light Load: ***%
              Full Load:  *****%
              Weighted Average: *****%

  
  Based on these results, the Company’s meter is performing correctly, and the customer has been accurately billed. To learn more about energy saving, the customer may visit our website at dominionenergy.com, and enter “Energy Saving Tips” in the search field.

  
  Regarding the customer’s comment about being hung-up on by our agents; a thorough investigation through our Contact Intelligence department concluded its investigation as unsubstantiated. The first call on 3/17/22 at 9:25 a.m. was a poor line connection on the customer’s end which disconnected the call. The second call on 3/17/22 at 9:34 a.m. was an inadvertent system disconnection, certainly not intentional. The third call on 3/17/22 at 9:41 a.m. was again, poor line condition on the customer’s end, in which the call was accidentally dropped or disconnected.     

  If you or the customer have questions, or if Customer Relations & Policy may be of further assistance, please call us at 1-800-938-2118.
  

   

  Sincerely, 

   

  **** ******** 
  

   Dominion Energy Virginia

  Customer Relations & Policy
  
  
  
  
  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My usage somehow skyrocketed in a month when I removed a large chest freezer, and even shortly lost power, with no change in daily activities in my home. I also do not have electric heat.

  

  Business response

  04/01/2022

  April 1, 2022

  
  Better Business Bureau,

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

  
  Upon receipt of this notification, we proceeded to contact the customer directly. We reviewed the billing information with them and confirmed its accuracy. Please note that the wiring from the meter base to the home and the appliances inside are the responsibility of the property owner. As a result, once we have confirmed there is no issue with the equipment on the company side of the meter we can only provide tips of how to manage usage and look for signs of issues to help mitigate avoidable increases. In this case, it would seem that the billing in question is a direct result of seasonal increases in usage connected to heating the home.  

  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 Relations & Policy.

  Customer response

  04/01/2022

  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 high price and fluctuation of bill based on seasonal weather does not explain when I have not had AC in 2 years, have rarely used the propane heating system in the past 3 years while I wasn’t living in it full time, just removed a large appliance (freezer),  and do not heat the full home even now. I will evaluate my bills leading up to my move, and since I returned, but so far, the measurement of usage still does not equate to my actual usage, and appears to be an estimate based on the location rather than my actual individual usage. 
  
  Regards,
  
  **** ********
  
  
  
  
  

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was scheduled for an appointment for Monday, 7 March 2022, for a technician to come out to be home to check the meter to determine why electric bill has been EXTREMELY HIGH. I work from home and I canceled all appointments on Monday so I could be home from 0600 AM to 630 PM as that’s the timeframe the customer service representative told me the technician would come. No one came out to the home on Monday, 7 March 2022. This is a problem from me. I have called Monday, Tuesday, and today. I was hung up on on Monday. Yesterday and today I have been transferred to 3 different people and so far no one has been able to assist me. What is really going on with Dominion Energy Virginia? Why didn’t the technician show up? Why have I been transferred 3 times and still no one can assist me? I am still on the phone on HOLD as I type this email. BEYOND Poor customer service. As soon as I sent email, phone call with Dominion was disconnected again as I was on hold waiting to speak to a manager. Ridiculous. I can’t get customer service but dominion energy of Virginia you expect a $*** payment from me

  

  Business response

  03/24/2022

  March 24, 2022

  
  Better Business Bureau,

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

  
  We certainly understand the customer’s concerns as no one wants to pay for more electricity than they feel they have used.  Therefore, upon receipt of this request the account was thoroughly reviewed to ensure billing accuracy.

  
  When Dominion Energy is contacted regarding high bills, we attempt to help explain the usage.  However, we are not always able to do so due to a variety of factors. Some of the key factors to consider when comparing electric bills are the number of days in the billing cycle, rates, and the average daily temperature during the time period in question.  In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heating a home. The result is the same when the average temperature increases when cooling the home.  This is because the heating/air conditioning unit and the water heater combined, account for almost 60% of the monthly billing in a home.  This is the case whether the home is occupied or not.  As a result, a customer’s annual billing will increase drastically in the winter and summer when the units are utilized the most.  The billing decreases accordingly in the fall & spring as the appliances that use the most energy are running less frequently or not at all.

  
  As this is the customer’s first winter season in this home, they may not be familiar with the amount of energy required to keep the internal temperature to the desired setting. The customer does have a noticeable increase during the recent February billing cycle, however, it is in line with the seasonal usage of the same timeframe the previous year. The billing also drastically decreased (almost by half) the following billing period, which follows the seasonal fluctuations explained previously. Our records do show that a field agent did visit the premise on 3/7/22 around 10:11 AM., to check the meter reading and confirmed that the readings are line and accurate as a result.

  
  Please note that the wiring from the meter base to the home and the appliances inside are the responsibility of the property owner. As a result, the company would not be able to provide an explanation nor is responsible for any issue on the customer side of the meter.

  
  We recently contacted the customer and attempted to share the results of our investigation. 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 Relations & Policy.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/3/2022 our power went out and was not restored until the evening of 1/5/22. Our electric provider is Dominion Energy. On 1/25 we received a very high bill ($******). I called Dominion on January 26th to inquire about the high bill. Their only suggestion was that maybe our HVAC unit had broken during the power outage and that was causing the higher bill. I also asked if someone would come out and check our meter and explain/show where it was to us as well as a supervisor's call. No one ever notified us they were at our residence for a meter reading and I never received a call back from the supervisor. After more than a week of the HVAC company coming out (and a bill of more than $800) they were able to find the problem. A circuit had blown for one of our units which likely happened in the power surge when power was restored on January 5th. On 2/23 I received our latest billing statement (for $***). This is sill far above our normal range and we had our thermostat set lower than usual while the HVAC was being repaired. I called on 2/28 and was on the phone for over an hour (mostly on hold) and was eventually hung up on (despite providing a call back number). I called again today since I did not receive a call back on Tuesday. The representative, Lisa, told me that I could ask for a dispute and would not need to pay my bill until the dispute was resolved. I asked for confirmation of this in writing. She refused to provide a dispute number, or any communication in writing stating that my bill would be on hold until the dispute was resolved. I explained that if they can provide communication around a bill being due, then they should be able to provide communication stating that it wasn't due until a resolution had been found. I also asked that I be allowed to speak to someone about the dispute to provide information. Dominion refused to let me provide any information for the dispute and has failed to let me speak to a supervisor or call me back.

  

  Business response

  03/22/2022

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

  
  Upon receipt of this notification, we proceeded to review the billing information thoroughly. Our investigation revealed that the meter readings were verified and in line illuminating any issue with the meter. Although the billing in question is higher than normal, the historical data shows that the usage recorded is similar to that of previous winter seasons when the appliances that utilize the most energy (HVAC & Water Heater) are operating much more frequently. The most recent bill to follow also reflects almost a triple digit decrease as we slowly transition into the warmer spring season. Please note that the wiring from the meter base to the home and the appliances inside are the responsibility of the property owner. As a result, once we have confirmed there is no issue with the equipment on the company side of the meter we can only provide tips of how to manage usage and look for signs of issues to help mitigate avoidable increases. In this case, it would seem that the billing in question is a direct result of seasonal increases in usage connected to heating the home.

  
  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-938-2118.

  
  Sincerely,

  
  Troy N*****
  Dominion Energy
  Customer Relations & Policy.

  Customer response

  03/23/2022

  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.
  
  Dominion Energy provided conflicting information about their meter readings and I do not feel satisfied that they have actually checked the meter's accuracy.  On my first phone call with them they told me they would send someone to my house and show me where the meter was so I could see it myself.  No one ever came out to the house.  When I called a second time they told me someone had checked the meter at my house and I must not have been home, but I work from home.  I received a letter dated February 24th 2022 from Dominion stating "we sent a representative to your residence to verify the meter reading."  When I called on March 3rd I was told that no one had come out to my house despite what the letter said and that they had checked the meter electronically and the letter was just a template they send out.  I said I wanted someone to come out to my house to actually look at the meter to make sure it was accurate.  To date, no one has come out.

   

  Additionally, I filed a claim with Dominion because the HVAC repairman explained that the circuit that blew (and made the HVAC unit run without pumping air into the house and causing the other unit to work double time hence the high original electric bill) was likely due to a power surge when the power was turned back on after the snow storm in January.  I was told someone would reach out to me to gather my information about this claim and to date Dominion has not reached out to me other than to provide a letter saying a claim was in process.

   

  Dominion has lied multiple times and has not delivered on their promises and have no motivation to do so because they are the sole provide for electricity at my house and I have no choice but use them for my electricity.  
  
  Regards,
  
  ******* *******
  
  
  
  

  
  

  

  Business response

  05/04/2022

  
  The previous review of the account found no conflicting bill data, no equipment issue on the company side of the meter and confirmed that the billing was accurate. With that said, per the request of the customer through the BBB we submitted a request for a High Bill investigation to be witnessed by the customer. We made several attempts to contact the customer to schedule the investigation. Calls were made on 3/24/22, 3/28/22 and 4/4/22. Each time a voicemail was left with a callback number for scheduling. As there was no response, the order required completion by the field representative alone. The investigation found no issue with meter rendering the billing accurate. The field agent left a door tag confirming our visit and an Energy Efficiency Kit with beneficial information for the customers review. Please note the usage has decreased even more since our initial response as previously described under seasonal usage.

  
  With regards to the customer’s claim regarding their HVAC system, the initial claim request was submitted on 3/7/22. A letter acknowledging receipt and contact information for the claims agent was mailed on 3/11/22. The results of the claim investigation were mailed to the customer on 3/21/22.

  
  Per the data from our initial response and the results of our additional investigation, the company’s position on this matter is unchanged.

  
  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-938-2118.

  
  Sincerely,

  
  Troy N*****
  Dominion Energy
  Customer Relations & Policy.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lived at **** **** ** *** * ********** ** ***** From January 2019 to August 2020. I moved out in August 2020 to Washington DC and Cancelled my service with Dominion Energy. My account number with Dominion Energy was: **********  Today 3/2/2022 when I checked my credit score, I saw a collections charge derogatory mark for an account in collections. $** from Dominion Energy. Immediately after seeing this, I called Dominion Energy to inquire about this and they said there was an outstanding balance in my account of $***** I told the representative immediately that I was never informed of an outstanding balance, I NEVER received a bill in the mail, an email or a call, because if I had known I had known, I had an outstanding balance I would've paid it IMMEDIATELY. The representative said "it must have gotten lost in the mail, cause we sent it to your DC address" I asked why haven't I been contacted about the outstanding charge and sent to collections instead. The representative didn't have an answer and said that I could just pay the balance now. Which I paid in full through Dominion Energy's website immediately. Attached is the proof of payment. I was never notified of an outstanding balance or debt and that is very frustrating because I cannot pay a bill I didn't know I had, and instead of informing me they sent me to collections and affected my credit score. Credit score I have worked very hard to have in excellent standing. I want Dominion Energy to correct this and take that derogatory mark from my credit score. I should not be penalized for the company's lack of communication or sent to collections when they haven't even tried to notify me once of an overdue balance!

  

  Business response

  03/10/2022

  March 10, 2022

  
  Better Business Bureau,

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

  
  We certainly understand the customer’s concerns and willingness to resolve any known account responsibility.  Basic notification of Dominion Energy billing is processed via mail. Specific account information can also be accessed through the phone voice response unit and online at www.dominionenergy.com. Access and receipt of this information is contingent on accurate customer information maintained on file and the customers’ ability to verify that information when applicable for security proposes.  Unfortunately, it is not a company practice to notify customers of payment obligations by phone.  Although possibly not the original reason, this decision does help to minimize the possibility of customers being taken advantage of from the onslaught of scam phone calls these days.  Any call from a live person claiming to be a representative of Dominion Energy should be considered fraudulent & reported to Dominion Energy and the local authorities as soon as possible. 

  
  Review of the account revealed that the customer’s request to end service was processed by them solely through their secure online access (self-service). Although an alternate address was entered, we are unsure if the data is accurate. The billing in question was sent to the address of record per regulated protocol. The company is unable to address what occurs once the bill is mailed. With that said, the data would still be available via online services or our helpline by way of the telephone automated system (VRU) or a representative.

   Although we do regret the negative impact this has caused our investigation has confirmed that there was no negligence on the part of Dominion Energy. 

  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-938-2118.

  
  Sincerely,

  
  Troy Norris

  
  Dominion Energy
  Customer Relations & Policy.

  Customer response

  03/15/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 16824696, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Their explanation is not to my satisfaction given that they take no responsibility for the lack of communication on their part. Regardless of them not being able to call about an outstanding bill, I NEVER received a outstanding bill or a notice of collection, not physically nor digital. It feels to me that Dominion Energy is saying it is not their problem that I didn't received the final bill. Which is very disappointing given that I have NEVER been late on a credit card payment or payment of any sorts and now they have negatively impacted my credit score all for $** I did not know I owed. It isn't a problem for me to pay the bill, my problem I wasn't aware the bill existed. 
  
  Regards,
  
  ****** *****  
  
  
  

• Initial Complaint

  02/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I owned a townhouse at ***** ******** ***** ***** that was rented out to the same family for roughly 4 years. They moved out and canceled all utilities instead of transferring back to me. I created an account with Dominion Energy (act #**********) so work could be done and the house sold. That was on 6/15/2021. They charged me $***** service initiation charge and then a $*** deposit. I called and canceled in August and I never received any further bills from them until a collections letter came in the mail. I called to ask Dominion for a full accounting of the account since they had a $*** deposit, which likely covered the entire cost of power for the period of activity. But they refused to provide me ANY accounting of what I paid, what power was used, and why I owed $*******

  

  Business response

  03/10/2022

  Better Business Bureau,

  
  I have reviewed the account as requested for the customer. The customer indicates that the security deposit was paid but we have no record of any payments on the account so the full charges for the duration of the account are due absent proof of payment from the customer.

  
  The customer also indicates that he never received bills. The mailing address given at start of service was ***** ******** *** ******* ** **********. We received no return mail from this address and the customer did not contact Dominion to inquire about bills until placement with a collection agency.

  
            *06/15/21Service Connected
            *07/15/21First Statement
            *08/13/21Second Statement
            *09/03/21Final Bill for Closed Account
            *10/19/21Dunning Letter Mailed
            *11/03/21Account Sent to Collections

  
  An accounting of the charges is below.

  
                                               TRANSACTION         ACCOUNT
       DATE          DESCRIPTION         AMOUNT           BALANCE
     09/03/21 FINAL BILL                         *****          ******
     08/13/21 ACT(OR EST) BILL            ******           ******
     07/15/21 ACT(OR EST) BILL              *****            *****
     06/15/21 CONNECT CHARGE             *****            *****
  
  

  If the customer has further questions, he can call our office at ***************

  Respectfully Submitted,
  
  ***** ****, M.Ed.
  Customer Relations & Policy Specialist II
  
  Dominion Energy Virginia &
  Dominion Energy North Carolina
  600 East Canal Street, Richmond, VA 23219
  Mailing Address: **** *** ***** * **** ****** ********* ** ***** ** ************
  

  

  Business response

  03/17/2022

  Better Business Bureau,

   

  The data provided has been verified and presented in clear detail. There were no payments on the account and therefore there was no security deposit paid. For this reason, there was no security deposit on hand to cover the charges.

  Dominion's position has not changed in regards to this inquiry.

   

  If the customer wishes to discuss it further, he can call ************** to speak with me or another Customer Relations & Policy Specialist. This is a dedicated unit not the main helpline.

   

  Respectfully Submitted,

   

  ******* ****, MEd. 

  Customer Relations & Policy Specialist II

   

  Customer response

  03/17/2022

  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.
  
  

  Dominion NEVER sent me a bill. They entered my home/billing address incorrectly as ***** ******** ****. I live at ***** ******** ****. So they NEVER CALLED, EMAILED, or MAILED me a bill. The only communication from Dominion to me was the initial email which I shared, showing a deposit of $***.

  I only received a collections correspondence at which point I immediately called Dominion to inquire what it was referring to. I was told by Dominion they would not provide me any breakdown of the charges behind the collections request.

  How can you send someone to collections when you never send them a bill? Dominion is ruining my credit and it is unacceptable. 

  Again, I ask simply to BE REMOVED FROM COLLECTIONS and then PROVIDE ME A FULL ACCOUNTING of what is owed SO I CAN PAY WHAT I OWE. I cannot pay anything until I am removed from collections. I do not understand why this is so complicated for Dominion. You should not be able to send someone to collections when you NEVER SENT A BILL.
  
  Regards,
  
  *** ********
  
  
  
  

  
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I pay my power bill in its entirety every month, normally in the first couple of days. Today I received my bill for the period of 01/11/21-02/10/22 which was much higher than expected (total amount of bill $******). I reviewed the bill, it showed my previous balance of $****** and a credit/payment of $*****. I checked my check register and I have written down I paid $*** on check#****. My bank stated Dominion used an ach with drawl and they are not able to provide me a physical copy of the check or a check image. When I called Dominion billing they said I paid $14 because that is the amount they put in their system. They don't maintain physical check copies, after they are received they are destroyed and there is no way for them to prove the amount of the check. All I want is to see a copy of the check. If I paid the incorrect amount, I will pay the entire balance as I always do. However, as a consumer, I shouldnt have to take the companies word that I am wrong. I would to see proof of payment.

  

  Business response

  03/08/2022

  Dominion Energy has completed a thorough investigation on the issue.  The payment posted and deducted to the bank was misread as $*****.  Attached is an image of the check submitted.  Unfortunately, we are unable to correct a deduction after 5 business days.  I’ve attached the image obtained from our payment research. 
  Again, thank you for allowing us the opportunity to address the customer’s concern and appreciate the customer’s patience.  If Customer Relations and Policy may be of further assistance to you or the customer, please call us at 1-800-938-2118.
  Sincerely,
  
  
  Ruth V.
  Customer Relations & Policy
  Dominion Energy Virginia
  

*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. ↩