Customer ReviewsforDominion Energy Virginia

I dont even no where to began but, I am new to this area and I have really enjoyed retirement in ******** except for my experience with Dominion Energy. I have never seen a company as large as they do what they do to paying customers and WHY IS NO ONE HOLDING THEM ACCOUNTABLE. WE CAN ALL COMPLAIN BUT, until we step up and get some help there is nothing going to be done to provide the service we pay Doninion Energy for. Check out the some of the Corporate Salaries

Dear Valued Customer,

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

We apologize that you are having issues with your account.  However, there have been several attempts made to contact you to discuss your concerns. After completing a test of your meter and having a high bill investigation performed,there have been no issues found.  If you need to establish a payment plan to resolve your outstanding bill, you may do so online at ********************************************** or by contacting our *************************** at **************. A representative is available Monday through Friday, between the hours of 8:00 a.m. and 5:00 p.m.  

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

Dominion Energy is the worst utility company that I have ever dealt with. They are rude on the telephone and do not document prior written correspondence and calls. I do not recommend doing any business with them.

Dear Valued Customer,

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

We apologize that you have experienced issues when reaching out to our company.  Feel free to contact Customer Relations & Policy directly to discuss your concerns.  A specialist is available to assist you Monday through Friday, between the hours of 8:00 a.m. and 4:00 p.m.  

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

The worst at communication with customers. ******************** changed its billing info, so when my autopayment showed up on my bank account as something from ****, I thought it was fraud and told my bank not to pay it. Little did I know that it was the Dominion payment (I checked and I did not receive notification this change would occur). Dominion then cancelled my auto-payment without notifying me but I thought my bills were still being paid. It was not until my power was shut off and I went to register an outage that I saw I had a bill past due. I paid it and found out the reason my power was shut off was non-payment. No text notification was ever provided of power shutdown even though I had registered for texts BECAUSE they had no phone number on file! And they don't send email notifications. Then they told me since I had made the payment, there would be an automatic order placed to reinstate my service. I waited all day and no power. I called back to discover that no automatic order had been placed. The system was waiting for them to answer a question about whether I had gas hot water!?! Really?! I waited 45 minutes on the phone for them to manually place an order to turn my power back on. All this and the pleasure of paying them an additional $130 for the bonus of turning my power back on. If I had any choice of providers, I would change.

October 11, 2024 Better Business Bureau, Thank you for bringing this customers concern to our attention. We appreciate the opportunity to research and investigate further.We understand the customers concern and frustration with regards to the situation described. As Dominion Energy is not a bank all payments set up through our website are processed by a 3rd party, Paymentus. It was brought to our attention very early in the month of July 2024 that there was a processing error with payments to Dominion Energy posting to customers bank accounts under the statement descriptor (Enbridge Ohio Gas). An immediate investigation confirmed that this was a typographical error only. No account numbers were altered, and all monies were received as intended. As a result, no action was required by our customers regarding the matter. No later than July 5, 2024, a message identifying and explaining the situation was added to our website for all to be notified upon initial access (image included below). With that said, we understand the actions taken to protect ones finances when data looks questionable. We apologize for any inconvenience this issue has caused and have reversed any applicable fees/penalties accordingly. We have also attempted to contact the customer directly to advise of the adjustments made on the account. 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 *******************

Dominion Energy is garbage. I have not received a bill in over 4 months and my online account continues to say my balance is $0. I have reached out 5 separate times to have this issue resolved and each time I am told I will see a balance within 2 days/be sent a bill and that my issue has been escalated. But the balance NEVER changes. I have now been told to literally BLINDLY MAKE MONTHLY PAYMENTS OF WHAT I "THINK" I OWE EACH MONTH. Seriously?! I have now sent messages via ******** and they just completely stopped communicating. I can't believe Dominion is the only option to use for electric. ************* and **** employees that don't know what they are doing. Look at their rating! How are they allowed to continue to be the only option is this area?!

Customer ****************** has reached out to Ms. ******* to give my contact information so that she has a number to call for questions. I have assured her we will resolve this issue for her.

Want to know how my account went from 9/3/2024 at $229.and just received a bill and oct is not here yet saying that my bill due on Oct. 4, 2024 for $767.65 and I am wondering how my bill change and its less than 30 days. They must got my account mixed with someone else account and this same situation happen one time last year. Its like every year this big amount happens to my account. Someone playing around with people accounts.

September 25, 2024 Better Business Bureau, Thank you for bringing this customers concern to our attention. We appreciate the opportunity to research and investigate further.Upon receipt of this notification, we immediately proceeded to investigate the expressed concern thoroughly. Our research revealed that the customer had a bill generate on 8/8/24 representing the dates of service from 7/9/24 8/6/24 with an unresolved balance of $300.00 and current usage of $221.25. This resulted in a total balance due of $521.25 with a due date of 9/3/24. The next bill generated on 9/9/24 was for the service dates of 8/7/24 9/5/24 with current charges of $246.40 resulting in the total balance of $767.65 referenced buy the customer due by 10/4/24. Unless there is evidence of a previous payment not being received that can be addressed by contacting our helpline, the current billing has proven to be accurate. 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 *******************

Dominion Energy did not generate a bill for me from when I moved into a new home until 8 months later. During that period I placed 26 phone calls, all of which I've documented, to Dominion and was given vague explanations. My meter worked, it was automatically sending daily updates, but I was repeatedly told that due to "system upgrades" in their billing department they simply could not generate a bill. As this was a new home with electric heat, it was incredibly stressful to have no idea of my electricity costs during winter and beyond. I conscientiously placed phone call after phone call, and I made estimated payments based on my own estimates. I was eventually told that Dominion had made an internal decision to acknowledge the impact on customers in my position and would only bill for the prior 150 days to when a bill was finally generated. This was triple confirmed to me, and I was told that my estimated payments would only apply to 150 days of usage. This sounded like fair compensation for the hassle, and I was pleased. When a bill finally was generated after 8 months of waiting it did not reflect this promise. I made additional follow-up phone calls and was told by several people that Dominion would honor it's promise to me, and to expect call backs. I never received call backs. In the most recent interaction I made it clear that I would pay my bill on time even if no promised credit was applied, and if I had not received a call back as promised before that date I would file a complaint with the BBB. Dominion should not be able to treat customers like this with impunity.

Dear Valued Customer,Thank you for bringing your concerns to our attention. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.Please accept our apologies for the delayed billing you experienced. Currently, your account's billing issue has been resolved. As a result, your account has a credit balance remaining. To verify the updated information, log in to your account online. If further assistance is needed, please contact our *************************** at **************. A representative is available Monday through Friday, between the hours of 8:00 a.m. and 5:00 p.m..

Signed up for paperless billing but never received a paperless bill. I will be unsigning up for paperless billing due to the fact that I cannot sign up for auto pay. I am a new customer of *******************************************, and when I signed up for my online account, I wanted to sign up for autopay. According to their system, I couldn't because I didn't have a bill yet. OKAY- fast forward, 1st bill comes, I try to sign up for autopay and can't because I have to pay my bill first. No biggie- pay the bill. Try to sign up but next month's bill is showing so I can't sign up because I owe money that is due later. It's the same issue repeating this month. I reached out and asked if I have to pay an amount that isn't even due yet, in order to sign up for autopay and the answer- You have to pay the amount that is not due, but is owed, to sign up for autopay. That is straight up theft.

Dear Better Business Bureau,Thank you for your inquiry and sharing the review. We will reach out to our customer to review the account. The account has been reviewed and we show the ebill is currently in place on the account as well. In order to go on autopay, we do require the account be at a zero balance so that the auto pay amount the following month - and each month - is for the current bill. Again, we thank you for the inquiry. Dominion Energy Customer ******************

**************** here is terrible. I spoke to someone last month who said I would get credit into my account after paying on time for 12 months (it says that on their website). I call in today because the credit hasnt shown up. Now that I call today, the representative said thats not how it goes. I asked to speak to a supervisor and they hung up. I called again and asked to speak to a supervisor. They put me on hold and hung up again! This is very frustrating . Terrible customer service. Its no wonder they have less than a 2 star average rating. If I could go elsewhere I would.

Better Business Bureau, Thank you for the opportunity to investigate this customers concern. ******************************************* has reviewed the customers account, and our records indicate the security deposit has applied. This issue has been resolved. The deposit refund also reflects on the customers bill print date of 8/21/2024. Thank you for the opportunity to investigate this matter. Dominion Energy