Complaints

This profile includes complaints for Dominion Energy Virginia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Dominion Energy Virginia

  600 E Canal St. Fl 16 Richmond, VA 23219-3852

  
• 

  Dominion Retail, Inc.

  501 Martindale St Ste 400 Pittsburgh, PA 15212

• 

  Dominion Altavista Power Station

  104 Wood Lane Altavista, VA 24517

• 

  Dominion Energy Virginia

  PO Box 26666 Richmond, VA 23261-6666

  
• 

  Dominion Retail, Inc.

  PO Box 298 Pittsburgh, PA 15230

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dominion has been working in my area for the past few months even though I'm a PGCoop customer I have a domion pole and lines that run through the back of my property domion damaged my soil, sod , and left divets and dead grass on my property, I address the issue w the ******* and a online complaint and the ******* filled it in partially however the divets remain, my sod and grass seed needs replacing.

  

  Business Response

  Date: 05/15/2025

  Dear Better Business Bureau,

  Thank you for contacting Dominion Energy regarding the complaint of damage done to your yard. We appreciate the ability to review the information. We are working with another agency the complaint was sent to due to we are able to provide more detailed information via that source. Our technician visited the location yesterday and provided pictures of the location. The technician did not see any location that needs repairs of sod or grass. We will provide the update to the other agency the complaint was made to as well.

  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 Answer

  Date: 05/15/2025

  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,
  
  ***** ****
  
  
  
  
  

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are applying charges to my account and cannot explain why they are applying charges that are not mine to my account. They keep having me talk to these lying supervisors that claim they will reach back out to me but do not. If this is not resolved I will be contacting my lawyer.

  

  Business Response

  Date: 05/22/2025

  May 22, 2025
  

  Better Business Bureau,
  

  Thank you for bringing this customers concern to our attention.  We appreciate the opportunity to research and investigate further.
  The customer recently started service at their current address in April of 2025. A thorough review of their historical data has confirmed that the debt in question is from the address they immediately moved from in March of 2025. The service was in the customers name for the address related to the debt from **************.
  

  Please note that Dominion Energy has the legal authorization to transfer any unresolved debt (within the last 3 yrs.) to any active account with the same name and social security number. Any debt older than 3 yrs. would reflect on ones credit report if not addressed after being referred to a collection agency.
  Our investigation has confirmed that the debt in question is valid and was transferred to the active account under the same customer profile within company policy/procedure.
  

  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 Answer

  Date: 05/30/2025

  No they have not addressed my issue but, I didnt expect no one to listen to me anyway. Good day.

• Initial Complaint

  Date:05/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This account has been open for many years and there has never been an issue with me making payment.I attempted to make payment to Dominion on via ****** on *****, *****, and ***** each time I was told the payment was accepted; only to receive notice a few days later that each payment was being returned. After the 1st notice I contacted Dominion to see why the payment was returned (as well as each subsequent time) and they suggested that I contact my bank. I contacted my bank to see if there was any disconnect with my account or with me making electronic payments and there was no issue. On one occasion I had a bank employee on the phone and was reading out the numbers aloud as I was entering them to make sure they were correct, they were. I submitted the payment, was told it was accepted; only to receive the notice a few days later that it was being returned. There is not an issue with my bank and money has always been in the account. The last payment that I attempted to make was via a paper check that was mailed from my bank; however, I had to place a hold on the check because when I contacted Dominion, they told me that it wasn't received and they considered it as lost.Eventually, the last representative that I spoke with told me that because my very 1st echeck was returned, Dominion will not accept any more checks from me. I'd spoken with at least 2 other representatives and was not given that information previously.I eventually had to make payment in person because Dominion has placed me on a list to not accept my checks and is threatening to charge me a late fee; although every time my check was returned, I talked to a representative to try to resolve the problem and requested that the file be noted to show that I was attempting to make payment and therefore, should not be charged any additional fees.I can provide evidence of money being in my account, as well as the many times that I contacted Dominion.

  

  Business Response

  Date: 05/21/2025

  May 21, 2025
  

  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. Unfortunately, this issue is in no way due to any negligence on the part of Dominion Energy. As a regulated utility company (not a bank) we do not have the ability to initiate, cancel or return payments processed. As a result, all available payment options are strictly self-service.Electronic/automated forms of payment are made through a third party (Paymentus).
  

  Please note that payments can be returned for reasons other than insufficient funds (i.e. account not found, invalid account number, stop payment, etc.) With that said, we have since been in direct contact with the customer and addressed the matter to their satisfaction.
  

  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

  Date:05/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is no way to contact Dominion to resolve an issue of a Senior citizen whose electric account was cancelled by mistake (we don't know how) and is now being threatened with apartment eviction. She wants to restore her account but cannot reach Dominion for assistance. She has the funds to pay, this is not an affordability issue. The problem is that there is no way to reach anyone at Dominion. Their phone number - we have both been trying it for two business days - provides an automate message that no one is available. The website does not work for her. I verified she is trying to login correctly, but the website is broken on the step of the "login" code - it emails her a code but then says the code is invalid. The "start new service" function on the website also doesn't work. She needs immediate help with this urgent problem and Dominion is providing no method of customer service for us to resolve this. What are we supposed to do?

  

  Business Response

  Date: 05/08/2025

  Dear Better Business Bureau,

  Thank you for contacting us regarding the concern of the account closing without your request. We have reviewed the account and located the concern. As of today, I can confirm that you did not request the account to close and ******************************************* has ensured the account is re-open in your name as it should have not been closed. By re-opening the account, the account does have a new account number. I have contacted the customer to provide a full explanation and a direct contact option to allow the apartment complex to speak with Dominion Energy directly. 

  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 Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  The account issue with ******************** has been resolved.  I appreciate the contact from the Dominion customer service.  For the future, I recommend that Dominion make the following improvements.  1.  Add more customer service agents so that customers calling during business hours are able to easily reach a human.  2.  Add evening and weekend customer service hours.  3.  Do not allow people to take over someone else's electric service account without proof of ownership/tenancy (to prevent future mistakes like this).
  
  Regards,
  
  **** *******
  
  
  
  

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dominion required a lease ID verification being there was an unpaid bill from previous tenants at our newly purchased home. We moved in with medical Equipment and have had no power why they make sure we have ownership rights to the property. Dominion wants to make sure they cant charge us through this process for the previous tenants bill. putting their profits over Medical Conditions we have medical equipment that requires power. Without any empathy they said we could call an emergency shelter hotline. All of this so they can make money. Terrible Terrible customer service and spoke to several managers pleading for our electricity and they told us just to wait. For days.

  

  Business Response

  Date: 05/19/2025

  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.

  I apologize for the delay in starting your service and any unpleasant experience you encountered during this process.  After reviewing your account, it has been verified that your service is active as of May 5, 2025. Because you were a new tenant at the location where you requested service be started, a lease/deed was required for additional verification.  This is a part of our process when new service is being requested. Until the requested lease/deed is received and verified, the service request will remain on hold.  Should further assistance be required, please contact our *************************** at **************. A representative is available Monday through Friday, between the hours of 8:00 a.m. and 5:00 p.m.

   

  Respectfully,

  Mrs. *. ******
  Customer Relations & Policy

  **********************
  ******************************************* **************
  Mailing Address: P. O. *****************************************
  

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a payment arrangement with Dominion power and just because I paid my bill a couple of days past the deadline, my light service was disconnected. Reason why I was in a payment arrangement is because even though my daily routine with my light has never changed , my bills fluctuate higher and higher, making it harder for me to keep up with it. They are also aware I strictly get paid twice a month, the 7th , and the 22nd of each month. The bill doesnt generate until the 14th, so I pay my bills on the 22nd, this time even after i made a payment on the 21st of April, they still disconnected my service and refused any leniency or consideration that I work from home and I have an infant and an autistic child at home. The dominion *** I spoke to Dominquie or Diamond, was extremely rude and refused my request to speak to a supervisor. My current past due is Aprils bill yet I was refused to extend that payment until I get paid.

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  

  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 the customers concern, we reviewed the account in question thoroughly. The company does offer payment arrangement options to our customers to help maneuver through difficult life events.  The payment plan the customer is referring to is a long term plan designed to avoid a large lump sum payment when attempting to bring an account current.  A down payment of half of the total balance owed initiates the plan and the remaining half is split into installments to be added to the current  usage of each billing period within the plan until it expires.  By doing so, the account becomes current at the end of the plan.  
  

  The customer has admitted to not honoring the terms of the plan they agreed to avoid disconnection of service. Please note that certain plans are no longer available once previous ones established are not kept.Payment arrangements are also not available once the service has been disconnected for non-payment. The full amount is arrears is required to reconnect service.
  

  Since receipt of this inquiry, the customer has been advised of the amount required to re-establish service; the required payment remitted; and service restored accordingly.
  

  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 Answer

  Date: 05/02/2025

  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.  They do not set up the payment arrangement where it had been convenient to me as a way to help as they claim they do. The *** I spoke to when I called refuse to allow me to speak to a supervisor to explain the obstacles that they have placed to comply with the payment plan but also that my recent payment I made on 4/22/2025 puts me to owe less than 90 days making the disconnection threat not a reasonable course of action.  
  I have an infant and a disabled child at home, and they have treated me like if I have gone months without paying which has never been the case!! I did make the payment on 4/22/25 the only problem was it was done a couple days after the day they chose not a date where is possible for me, and claim  they cant do that.  I get paid twice a month , the 7th and the 22th and they only set up payment arrangement for the 14th. Yet I know that payment extension has been granted before but this time they do not want to work with me and even after I made the payment arrangement payment of ****** 8 days later they still went ahead and disconnected my service and made payment extension , payment arrangement, budget billing and any other services they offer as a way to help not eligible for me!!! Its not right!! So again I need someone to want to actually help me and look into my account and see that the past due balance I owe currently is less than 90 days behind and does not put ineligible for assistance!! 
  
  ******** ******
  
  
  
  
  

• Initial Complaint

  Date:04/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold house and settled 8-15-24, dominion wants me pay ****** for period 8-13-24 thru 9-12-24, I paid ***** for the 13th & 14th I called 5 times to get this resolved to no avail, found out it was sent to a collection agency / attorney in ********** Phone # ************

  

  Business Response

  Date: 04/30/2025

  Better Business Bureau,

  Thank you for bringing issue this to our attention. I reviewed the case and found that our ****************** did rebill the account to correct the dates but did not reverse the agency write-off. This left the account with an incorrect balance. That is now corrected, and the account is balance $0.00.

  Additionally, our ***************** sent a letter to the agency requesting the full amount be removed from credit reporting. This includes the amount that was due for 8/13/24-8/15/24 which the customer has now paid. The customer is cleared from any debt with *******************************************.

  If the customer has additional concerns, he can call our direct office line at ************** or **************.

  Respectfully Submitted,

  *. ****
  Customer Relations & Policy Specialist II

   

  Customer Answer

  Date: 05/01/2025

  [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,
  
  ****** *****
  
  
  
  

  Customer Answer

  Date: 05/14/2025

  Dominion will not return my call. The $353.97 is still active with the collection agency #************. I am 83 and never had nothing but excellent credit! This company is, I can't say what needs to be said. Thank you so much for all your help! ******* *****

  

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  Better Business Bureau,
  
  Thank you for bringing this customers concern to our attention.  We appreciate the opportunity to research and investigate further.
  
  Please note that this BBB inquiry is directly related to complaint# ******** for which a response was previously sent by the company and the BBB closed. It is important to note that when Dominion Energy requests to have a debt recalled from a 3rd party collection agency, it can take 30 90 days for them to update their systems internally which Dominion Energy has no control over.
  
  Our records show that the amount in question was recalled from the collection agency on 4/9/25. We have since contacted the agency directly who confirmed that the account was closed out of there system as of 6/2/25. As a result, we consider the matter resolved.
  
  Please also be mindful that forwarding an account to a collection agency is only a preliminary step to attempt to collect a debt. Information can only be referred to ones ************* report by a collection agency after inability to collect a debt. Dominion Energy is not a reporting agency to any *************. 
  
  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

  Date:04/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Dominion Energy. I do not have a contract with CONTRACT ***********. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 04/25/2025

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding the disputed balance. We regret the issue the customer explained in their contact to the Better Business Bureau.
  

  Research indicates the outstanding balance is for services provided in 2022.  The Company has had recorded telephone calls,from the same telephone number listed on the complaint up to 2 days after the service was disconnected 2022.  The account was billed and reported to collections fairly and accurately.
  

  Again,thank you for allowing us the opportunity to address the customers concern.  For any further questions please contact our *********************** at ************.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my condo in Aug 2019 listed on account ************. ******************************************* bill me on this account for $36.52 even though the property was not mine. I emailed in to ************************************* with all the information on Apr 21, 2025. I should not *** this debt and I paid this against my will because Dominion turned it over to a debt collector called ********************** both Dominion and Contract Callers will not take documents to show I sold the property. I want a refund for the amount owed and what I paid because the debt is not mine. I also want Dominion Energy to remove the collection notice to ********************* for their account ********. I also want verification that I can never be billed on an account in my name or the address going forward, I moved out of Virginia in June 2015 and have not lived there since then.

  

  Business Response

  Date: 04/22/2025

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding the disputed charges.  We regret the issue the customer explained in their contact to the Better Business Bureau.
  

  Dominion Energy has investigated the claim.  This property had an active revert to owner agreement contract. Section 9 of the contract states- The Landlord agrees to promptly notify Dominion Energy, in writing, when he/she wishes to change the billing address, sells the property (ies) or cease to operate the covered property (ies), needs to add or delete property (ies), change the authorization number,or discontinue the revert to owner agreement. 
  

  Although the customer may have closed his account and sold the property, the customer failed to submit written notification to cancel the revert to owner contract.  The debt reported to the credit bureau was reported accurately & fairly and will not be removed.  No fraud occurred with this customers information. Our team has now cancelled the agreement, per the customers request,and no further revert to owner agreement accounts will be opened under the previous account terms.
  

  Again,thank you for allowing us the opportunity to address the customers concern.
  

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

  
  

  Customer Answer

  Date: 04/22/2025

  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.
  
  I would like the reporting to the credit bureaus be removed. There has been no correspondence about the debt or amount owed to me. It would be a good faith effort to have those removed. 
  
  Regards,
  
  **** ******
  
  
  
  
  

  

  Business Response

  Date: 04/28/2025

  Better Business Bureau,

  We regret the customer's dissatisfaction with the investigation results and understands the customer's request to have the report removed.  Dominion Energy has no authority over the process of the Credit Bureau.  The customer failed to submit written notification to cancel the revert to owner contract.  The position of the Company is consistent; the debt reported to the credit bureau was reported accurately & fairly and will not be reversed.  

  Again,thank you for allowing us the opportunity to address the customers concern. 

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

   

   

  Customer Answer

  Date: 04/28/2025

  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.
  
  This response is inadequate:

  Dominion Energy has no authority over the process of the Credit Bureau. 
  

  You have yet to provide information to me that shows you attempted to contact me regarding these past due balances. You need to contact contract ************* to show you inadequately failed to alert me to a problem on my account. Your reporting of the past due balance to contract callers is your acknowledgment that it is on my credit report. You need to contract contract callers and fix this. It is part of your responsibility to inform your customers of debt owed and problems on their accounts. My phone number and email address were the same now as they were back at the time of the accounts. It even says on the phone prompts when you call in to customer service that ******************** may call you to report past due amounts on your account.

  Your response is also contradicting. You say this will tendon on your credit report, but then your next response says we have no process in reporting to the credit beuraus . You can do something to fix it. Send me a letter? Anything?

  Really terrible Dominion. You need to do better. 

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

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged with late fees during a current hold/investigation of my meter. The case hasn't been closed until mid- April when I followed up and in the meantime, I was charged late fees for my bill. I have at least 10 unanswered emails to multiple departments of Dominion Energy with no response. Completely unethical practice.

  

  Business Response

  Date: 04/15/2025

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding their billing and response time concern.  We regret the issue the customer explained in their contact to the Better Business Bureau.
  

  Records indicate the late payment charges have been removed.  As discussed in the recent conversation dated 04/04/25, a goodwill credit has also been applied to the account. Be assured, a thorough internal investigation on the process of your request will be conducted.  Any training or coaching opportunities will be identified and addressed as necessary.
  

  Again,thank you for allowing us the opportunity to investigate and address the customers concern.  
  Sincerely,
  
  Customer Relations & Policy
  **********************