ComplaintsforDominion Energy Virginia

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled service effective 30 Sep 2024 due to a move from ** to **. I was notified of my final bill by 04 Oct 2024 which is a credit balance of $105.28; I should have received a refund. I called DEV to have the refund processed and mailed to me, I was told I should receive it within two weeks, I did not. I called back on 18 Oct 2024 demanding my refund and was told it would be processed and mailed the following ******* of today, 30 Oct 2024, my refund has not been received. I called back this morning and was told it was mailed on the 18th or 19th of Oct and to allow seven to 14 business days for the **** to deliver the check. This is bold lie since it does not take the **** more than three days to deliver mail between VA and MD, it usually only takes two days.Dominion Energy has continually lied to me about this refund. I just want my money back!

  

  Business response

  11/05/2024

  Dear Better Business Bureau,

  Thank you for contacting us regarding your deposit refund. We have confirmed that the refund check has been received. 
  
  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

  10/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dominion Energy replaced meter last week of July 2024 with new smart meter. First bill I received after was for $440.26. Old meter reading was showing ***** total kWH usage from 7/11 - 7/21. This had to be an error. I have lived in my home for 17 years under the same account and have never used over ***** kWH in one month, even during the hottest months of the year. In addition, I had a brand new AC/HVAC unit installed in February 2024. I called in to submit a ticket early August. Heard nothing for a month and then received a disconnect notice. Called in again 9/11/2024 only to be told there was NO record of a ticket being issued OR my call. So, I requested they issue a ticket. In addition, the only way they could stop the disconnect was for me to either pay the incorrect amount or put my account on a payment plan while we waited for resolution. I opted for the payment plan as I didn't feel it was fair for me to pay this high bill which I truly believe is in error. Another month passed, no response. I called back in the beginning of October only to be told that my ticket was CLOSED/RESOLVED 2 days later and deemed accurate. *** stated they have a picture of the meter reading. I requested the picture, which I still haven't received. Was told it could take 30 days for them to send it. I said if they actually have a picture with that reading than the old meter needs to be calibrated because it definitely must have been malfunctioning. I asked to open another ticket to readdress this problem and was told they would not open another ticket that the issue had been resolved and meter reading deemed accurate. So now I am just stuck with having to pay for something that I do not believe I owe? And I am just supposed to accept "it has been deemed accurate" with no proof or examination of the old meter? Clearly if you look at the 17 years of billing history on my account you can see bill has never been over $250 and kWH usage has always been under *****.

  

  Business response

  11/06/2024

  Dear Better Business Bureau,
  

  Thank you for contacting us regarding your billing concern. I apologize for the delay in responding. We have reviewed the use and researched the final reading on the removed meter. The information has been corrected and your updated bill is available via your online profile. 

  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 response

  11/06/2024

  [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

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  As the Executor of my moms estate (my mother died on July 16, 2024), on 10/4/24 I paid Dominion Energy / Virginia Power, $649.69 which was the total, final amount due on my moms electric bill. On 10/6/24, Dominion Energy Virginia went in MY bank account, without my permission, and withdrew $567.47. On 10/8/24, Dominion Energy went in MY bank account, without my permission, and withdrew $117.22. Both of these amounts added together ironically equal $649.69.I called them and they admitted they did in fact take the money! However, to correct their error, they will only cut a check to reimburse me for their mistake in my father's name, who was listed on the electric account for my parents house. My father died 10 years ago! I cannot cash a check in my father's name?Dominion Energy went in my bank account electronically and TOOK my money, without my persmission, out of MY bank account and they are making it so I can't get my money back? The bank will not cash a check in my father's name!! I need a check in my name. I am the Court Appointed Executor for my mother's estate to which this final bill falls under and was paid in full, on time, by me. They took the money out making it so the final bill was paid twice!!!!The amount due was already paid in full!! They made a mistake and went in and basically stole my money!! Not my mom's money, not my dad's money, MY MONEY. I need a reimbursement check for $649.69 sent to my address, in MY NAME!! ***** A. ******* ******************************************************* Apt. ************************

  

  Business response

  10/24/2024

  Better Business Bureau,
  
  Thank you for the opportunity to investigate the customers billing concern.  We regret the experience explained in the report and appreciate the customers diligence in resolving the issue.
  

  Dominion Energy has completed a thorough investigation on the events and our policy. 
  The Autopay program is self-serve.  The customer is the only authority, to unenroll from Autopay prior to a draft. If a statement has already processed and the account is on Autopay, it is the task of the customer to stop the Autopay program (prior to the scheduled draft date).
  DE policy for refund checks on a deceased account holder is to not change the name of the payee on the disbursed check. This is to keep the responsibility on the Trustee.
  The payment return policy provides DE the opportunity to return electronic payments to the source.   
  
  Based on the electronic return payment policy, our Payments team has begun processing the request to return the last 2 payments on the DE account.  The payments will be returned to the financial institution account source, and the approximate process time is 2-3 business days. Additionally, a stop payment has been submitted for the original refund check.  This check should be destroyed as quickly as possible.
  

  Again,thank you for allowing us the opportunity to address the customers concern.  Please be assured an internal review on the customer service experience will be conducted. Any coaching or training opportunities will be identified and provided as needed.  Have a safe day.
  

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

  Customer response

  10/31/2024

  Dear BBB, 

   

  I want to thank you so much for your assistance in getting this matter resolved with Dominion Energy.  

   

  The company contacted me the very next morning and refunded my money. 

   

  This was my first time contacting the BBB and I was so impressed with your customer service, process, website and professionalism. 

   

  Thank you again for your help!

   

  Sincerely, 

   

  ***** Buscher 

   

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Complaint Details:I am writing to formally complain about Dominion Energy's inaccurate billing and energy usage reporting. My account number is ************, and I have been a customer since June 18, 2024. I believe the energy usage reported on my recent bills is incorrect and does not reflect my actual consumption.According to my September 2024 bill, Dominion Energy claims I used ***** kWh from August 28 to September 26, 2024. This brings my total reported usage from June 18, 2024, to September 26, 2024, to an excessive and unreasonable amount of ***** kWh. This is drastically higher than my average monthly monthly consumption of approximately 1,000-1,100 kWh. Even if this was an estimated reading, this amount is still inexplicable based on my household's consistent usage patterns.July: 215 kWh August: 688 kWh September: 623 kWh October: ***** kWh There is no reasonable explanation for such a significant ***** in energy consumption, even if the readings were estimated. I have made no substantial changes in my household that would drastically increase electricity usage. My house averages 1,000-1,100 kWh per month, making the ***** kWh recorded over three months inaccurate.Dominion Energy installed a smart meter at my residence, which should provide accurate and real-time consumption data. However, based on my historical usage, I find the recent reading implausible and unreflective of my actual consumption.I am seeking assistance from the BBB in mediating this issue, as Dominion Energy has failed to provide a reasonable explanation or resolution to my concern. I have been overcharged for services I did not use, and I request that this issue be resolved promptly.Desired Resolution:Refund or adjustment to reflect accurate energy usage.A formal investigation into the smart meter's accuracy.

  

  Business response

  10/22/2024

  Dear Better Business Bureau,
  
  Thank you for contacting us regarding your billing concerns.I am happy to provide additional information regarding your bill. The bill you received is multiple months bills as well as it does have a deposit installment billed. This bill reflects use from 6/18-6/27, 6/287/29, and 7/30-8/27.The total amount mentioned in your complaint was for the usage and the full deposit. This was not the amount due for the bill dated 9/4/2024. Also, the meter at your location has been tested within the last year and did pass for recording use accurately.
  
  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 response

  10/22/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business regarding 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.
  
  Team,
  
  I understand estimated billing. The issue is more than just the over 4600 kW (or catchup of estimated billing). But also, that asks of the date of the attached billing states over 7800 Kw were used in a three-month period in a brand new (less than three months old and HVAC units manufactured less than three months before) energy efficient home, which averages 1000 - 1200 Kw a month. This means that from June to September. With July being the hottest month on record, our home uses more than ***** times the energy it consumes monthly.
  Additionally, the last bill from the builder (given to me), which ended at over 2900 Kw plus our estimated (200 kw) usage, equals the exact amount of Kw usage for June, which leads to the conclusion that we are also paying for what the builders used from April to June 17th. We bought the house on June 18th, but no furniture or major appliances (other than HVAC would have been used for over a month). 3100 plus Kw for the first month would have been unbelievable usage. 
  
  Unfortunately, this house could not have used 7800 plus Kw of energy in a three-month time frame unless either Kw were being siphoned or the smart meter had an error. Even compared to similar-sized houses in the immediate area, that is well above the threshold. 

   

  Please explain 7800 kw usage from June 18 to September 18. Please explain matching amount of energy used between builder ending kw usage and our June kw usage of almost 3000 kw. And please explain what last month $336 payment went to last month. Please explain why if meter zeros out after account change whily it redbover 2000 kw after moving in. Please use data of comparison homes, new energy efficient build, and recently built/serviced (June  2024) HVAC. 
  
  
  Regards,
  
  **** *********

  
  

  

  Business response

  10/23/2024

  Dear Better Business Bureau,

  We are emailing the customer directly with in depth information regarding the billing questions. We are not able to provide detailed use and charges questions via responses to the BBB due to this is customer sensitive information. When a meter is installed at a location the meter typically does start with 0 use. However, when the account is moved into a different customers name the meter does not reset to 0. We obtain a reading on the requested date and bill the previous customer a closing bill based on that reading and the new customer receives their bill reflecting the reading on the meter from their start service date. Unfortunately, we are not able to determine what is causing higher use than expected. We can only confirm that we are billing based on the use at the location. The meter at your location was testing prior to being put installed and was found to be working properly. One way we can confirm is that the reading that initiated your account is an actual read and not an estimate. The customer will have access to detailed information regarding the use and charges in their email. 

  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

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I initially moved in my apartment June 26th 2023 I schedule service to be turned on under my name to the new apartment which would be *********************** Virginia. I called Domino Energy multiple times spent numerous hours on the phone trying to get my account straight.They basically were not charging me and blaming it on their system change. I didn't find this out until the beginning of October they were actually billing my management company for my account and not me. They management company had my services turned off still this is all unbeknownst to me I get home to no power. I contact Dominion yet again and I get told that there's a power outage. At midnight or around 11:00 p.m. a representative finally told me about their egregious error in having two account set up for me and because the second account was still in my management company they turn to power off. I have two small kids so I couldnt stay in my house The next morning I had to deal with my leasing office because they charged me for Dominion bill and additional 500 and something dollars. After spending a half day off work in my leasing office on the phone with Dominion trying to have my issue straighten out I was told I would began being charged in October. They created a new account for me October 6th 2023 and I just called because I finally received after over a year the bill from that time frame. The numbers weren't adding up to me so when I went to speak to a representative today they are telling me that I was still build incorrectly after the account issue was straightened out and now I owed him $700 by November 4th when they just notified me yesterday. I know that I do owe them something however I do not agree with the amount I do not like how they want about doing this.I have never seen any original bills from that time not from Dominion or my management company and they have deleted all my previous statements with 12 new updated statements that I do not understand.

  

  Business response

  10/23/2024

  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 completed a thorough investigation on the issue and the necessary billing adjustments have been completed. Additionally, more detailed information will be provided in our formal response to the **************************** inquiry.
  

  Again,thank you for allowing us the opportunity to address the customers concern. We greatly appreciate the customers patience during the investigation, as well as the processing time for the adjustments. 
  Sincerely,
  
  Customer Relations & Policy
  **********************

  
  

  Customer response

  10/23/2024

  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

  10/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been attempting to get answers from Dominion Energy since June 2024 for exorbitant billing from November 2023 - May 2024. I have had to call customer service/customer account management numerous times to get answers and dispute billing charges. I made those calls on June 13, July 1, July 11, Aug 2, Aug 20, Sept 13, Oct 10, and Oct 11. I have asked Dominion to revise my bill from Nov 23 - May 24. The amount I am being billed for is triple my historical usage. The readings for those months were estimated readings. Dominion claims I used ****** kWh for months Nov 23 - May 24 which divides out to ***** kWh monthly. My 4 year historical data states that my typical total usage for Nov - May is 5600 kWh which divides out to 700 kWh per month. The company is charging me for triple normal historical usage with no explanation. I have received the run around about why our bill increased drastically over that period. I have also received inconsistent feedback concerning when it would be resolved. Furthermore, on Aug 2, Aug 20, Sept 13, and Oct 11, I asked to speak with a customer management supervisor. I have NOT received a single call (or have any missed calls or voicemails) from any supervisor with Dominion Energy. Our meter was replaced on August 1st with a Smartmeter. The technician who replaced the meter said our current meter was faulty and would not give accurate readings. I relayed this information to Dominion on Aug 2nd. When I called on Oct 10, the customer service agent explained that our dispute was closed and the bill had been revised. The bill remained the same with no decrease in the usage and amount owed. At that time, I opened our second billing dispute. Every time I call, I confirm that my account is on "hold" or "freeze" status to avoid late charges and disconnection. On August 9, I was charged a $29.67 late fee which I insist is removed. Note: since June 2024, usage rates match historical averages. Billing summaries are attached.

  

  Business response

  10/23/2024

  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 contacted the customer and their concerns are being resolved.
  

  Again,thank you for allowing us the opportunity to review and research the customers concerns.
  

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

  
  

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Moved into a new apartment (The Commodore) on April 28th, 2024 and started service with Dominion Energy as the electrical provider. Since then, 6 months later, they still have not sent a bill of the services they are providing. My online profile shows energy being used (1411kWh) and has a running total. I have called at least twice a month, with an open Ticket #******* and they still have not sent over a bill. Every time I call, they state they are going to escalate the case, and it has no effect.

  

  Business response

  10/16/2024

  Better Business Bureau, 
  

  Thank you for the opportunity to investigate this customer’s concern. We regret the issue the customer explained in their contact to the Better Business Bureau. Dominion Energy has contacted the customer, and the concerns have been resolved.
  

  Dominion Energy

  Customer response

  10/16/2024

  [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 22410563, and find that this resolution would be satisfactory to me. thank you for the quick action to address this issue.
  
  Regards,
  
  Ryan Bordenave
  
  
  
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is with Va Power/Dominion Power and my bill. I have been trying to get a straight answer on why my electric bill is over 2200. I have never missed a payment and every time I call, I get a run around answer that this will be fixed and now after 3 months I am still no further than when I started. I have read in online that they know of this problem, but no one is trying to help me figure out why. I have called them 7 times and talked to 7 different people. I am worried that they will not fix this and I will have my power shut off. This is wrong and I feel like they're making the billing so confusing and then not explaining it so after a few months it will be to far for them to go back and I'll owe this. I am limited on space here but I have a lot of examples of me calling and getting know where. Please help me.

  

  Business response

  10/22/2024

  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 completed a thorough investigation on the issue and the necessary billing adjustments have been completed. Additionally, the account balance has been updated in our online web portal.
  

  Again,thank you for allowing us the opportunity to address the customers concern. We greatly appreciate the customers patience during the investigation, as well as the processing time for the adjustments. 
  

  Sincerely,
  

  Customer Relations & Policy, Dominion Energy Virginia

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Energy bills have been relatively the same for months and for July 2024, the energy usage was significantly higher and 3xs what we normally pay (even in the Summer months). Dominion sent out a disconnection notice but I refuse to pay this amount and believe it to be fraudulent charges. Something is wrong here and its predatory.

  

  Business response

  10/23/2024

  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 his complaint.  Should there be additional questions regarding this matter,please feel free to contact us.

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

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our business has not received an invoice for electricity since May 2024 on one of our three accounts, and the second account has not been invoiced since July 2024, I have continued to call Dominion monthly for an update and a requested ticket to get this situation resolved, however as of today 10/4/2024 still no resolution, the operator ******* said the company is aware and are working on it. I asked to speak to a manager in which was declined as he said there is nothing they can do at this time; they are working on it.We have a total of 3 accounts and two are not providing billing for.Our account numbers are as ******************** (Not invoiced since May 2024)210008857182(Not invoiced since July 2024)210008892114 (Not Invoiced since August 2024)

  

  Business response

  10/21/2024

  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 contacted the customer and the concerns have been resolved.

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

  Dominion Energy

*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. ↩