Business Profile

Electric Companies

Dominion Energy Virginia

Complaints

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

Customer Complaints Summary

581 total complaints in the last 3 years.
139 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/10/2025
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 Power installed the main power line thru two of my drainage culverts that run underneath my driveway and now the driveway is collapsing at those two spots. I have tried to call Dominion and seek help but they are not willing to do anything.
Business Response
Date: 04/11/2025
Better Business Bureau,

Thank you for the opportunity to investigate this customers concern regarding their property damage claim. We regret the issue the customer explained in their contact to the Better Business Bureau.
After some heavy rains in February, a portion of the Customers driveway developed a sinkhole. At that time, it was discovered the power supply cable to his 2003 residence had been installed through two culvert pipes under this driveway. Unfortunately,the 22-year installation exceeds the 5-year Virginia statute of limitation, and the claim has been denied.

Dominion Energy recognizes this is not the desired outcome of the request; however, the Companys position stands. Any escalation would need to be filed directly through the local litigation process. The customer is suggested to review the homeowner insurance policy for a possible claim.
Again,thank you for allowing us the opportunity to address the customers concern.
Sincerely,

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

Customer Answer
Date: 04/11/2025
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 expected no less from this company as they answer to no one. I can't even repair it myself because the line is in the culverts. As of right now, I have a hole in my driveway that is getting bigger with each heavy rain, and I have an exposed power line that poses a safety hazard. All of this has happened because of their negligence when installing the cable.

*********************
Initial Complaint
Date:04/09/2025
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 Energy seems to be running a scam with local contractors under its "home energy audit" program. Their website gives you contact info for these contractors who promise you (over the phone) that they will perform a check on your HVAC unit among other aspects of your home. However, when they show up, they only chat with you and replace a few light bulbs.Dominion and ********* teams are involved in administering the program. If you call them to complain, they give you the "fine print" hidden (per their own admission) deep within their website and tell you that your contractor was great regardless.Contractor Information:***** ******** ************************* Energy Auditors *****************************************
Business Response
Date: 04/10/2025
Dear Better Business Bureau,
Thank you for your inquiry. I apologize for the inconvenience that may have been caused by your audit. Based on what is offered, the contractors could install LED bulbs and/or add water heater pipe insulation among other energy efficiency measures. After the appointment, you receive a report with cost-effective options and recommendations to make the home more energy efficient. If you do not feel this was done, we would like to assist by forwarding your complaint. We have gotten great responses from others using the program but if you were not pleased, we would be happy to forward your concerns.
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.
Sincerely,
******************************************* Customer Relations & Policy
Initial Complaint
Date:04/03/2025
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.
Starting in March 2024 Dominion Energy experienced a billing error causing accounts to not receive accurate invoices. Since I had recently moved and had a credit applied to my account, this combined with the billing error caused me to not receive an invoice until Dec. 2024 when I paid my account balance in full for $424.74. After making this payment and several others ($260.00 and $12.66 on 1/18/2025, $262.54 on 2/26/2025, $184.72 on 3/21/2025) I noticed 3/5 payments were "Balanced Transfer to Another Account" as noted on the invoice. I've called numerous times between Dec. 2024 and March 2025 to figure out what was going on and why my payments were not being applied toward my account balance. I was advised it was a payment glitch and this would be corrected in the coming months. On the most recent call to Dominion, I was told I suddenly owed $1,063.82 for "Unauthorized usage" or a "Deferred Energy" charge. These charges are listed nowhere on any invoice I have received from Dominion nor was this mentioned over the phone until my most recent call to Dominion at the end of March. From my point of view, 3 out of 5 of my payments have just been magically disappearing with no resolution after months of calling and talking to different representatives, being transferred to various departments, and being placed on hold for *****+ minutes. I was not notified of any account/billing errors. There is no mention of the $1063.82 worth of charges/fees on my account or any explanation for why/how/when this was charged to my account. I want to dispute the entire charge since this was handled and communicated so poorly. There are also several articles noting billing issues Dominion was having during the time frame they claim I had unauthorized usage on my account.
Business Response
Date: 04/11/2025
Better Business Bureau,

Thank you for the opportunity to investigate this customers concern regarding the billing concerns. We regret the issue the customer explained in their contact to the Better Business Bureau.
The customer was billed zero usage from March to July due to an inverted meter. Terms & Conditions prohibit tampering with Company facilities. While the meter was inverted, the meter continued to accurately record the usage.

As a courtesy, Dominion Energy has waived the trip fee, the reconnect fee, and the additional deposit. The usage remains the Customers responsibility. The account has been updated and is accessible online. All payment history is available, and the customer will have the opportunity to create payment arrangements, if necessary.
Again,thank you for allowing us the opportunity to address the customers concern.
Sincerely,

Customer Relations & Policy
**********************
Customer Answer
Date: 04/14/2025
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 to know why charges were added to my account without informing me? They are not listed on any invoice on my account. This wasted my time and the time of several employees, since I called in for months and no one was aware I had charges added to my account from not being billed previously. When this was finally relayed to me on 4/1/2025, I requested a breakdown of the charges since, they are not listed anywhere on the account for me to review. The breakdown has not been provided to me as of 4/14/2025 and not available for me to view online.
I would also like to know how the company was able to come to the conclusion that me not being billed was my fault? If the meter was still reading usage then it was working properly? Was there any evidence of tampering? What day and time did a Dominion representative visit my home and did they write up a report on their findings? Again, I was never made of aware of any issue nor was I tampering with my electric meter at any point in time.

Regards,

******* ****

Business Response
Date: 04/16/2025
Better Business Bureau,

Thank you for the response. On 08/06/24, the meter was checked for usage being recorded on the second channel and the meter was found inverted,tampering at the seal, and no cover on the base. A door tag was left advising we were there and directions to contact our Revenue Protection department. On 08/13/25 the meter was exchanged, an energy diversion account was opened, and the charges were transferred to the active account. Photos of the inverted meter and the location conditions were obtained.
As stated in the previous response, as a courtesy, the Company has waived the trip fee, the reconnect fee, and the additional deposit. The only charges to the customer were for the ********************** consumption. The customer may not have physically tampered with the meter, but the usage was consumed during occupancy of the residence.
Dominion Energy has completed a thorough investigation on the issue and the result is within **************************** regulation. No further escalation within Dominion Energy is available and the result stands.

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

Sincerely,

Customer Relations & Policy
**********************
Customer Answer
Date: 04/16/2025
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.

The charges are still not listed anywhere on my account and I have no idea what my true balance is. Only my payments and actual INVOICED CHARGES are available to be viewed online. Some payments were removed and I assume applied to this mystery diversion charge and some did not. Why would that be? Please send me a breakdown of the usage and charges that I am being held accountable for. I received no notice in August and this was never noted on my account so, it could have been addressed when I first called in December 2024. Is it Dominion Energy's practice to hold customer's accountable for charges that were never invoiced? Why were customer service **** and the other **** in other departments I spoke to unable to provide me this information months ago?

Regards,

******* ****
Initial Complaint
Date:03/24/2025
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.
My average monthly bill for Dominion is around $150. They charged me $284.34 for one month, claiming it was higher due to the cold spell, and using more energy than usual. We used our electric fireplace, and barely our HVAC, during this time, because we were only heating the living room, with the air rising to heat our upstairs. We only needed our HVAC."The monthly cost will vary based on usage frequency. If you rely on the fireplace for daily heating, expect to spend approximately $30 to $50 per month".That does not explain why my bill is $140 extra. They just kept repeating "well, it was colder during that time" and then they were nice enough to mundanely and inaccurately try to teach me about meteorology.Even after I explained that we are a middle townhouse, with an insulated roof, and the sun hits the front of our house. So we really, *really* did not use as much as they are trying to say we did.Two or 3 days later we get a notice on our door that they were trying to access our panel, to replace it, and could not access it. There was no advanced notice, and after not seeing them in the 2 years since we moved in, it seemed a little suspect. And there was legitimately just a cooler in front of it.Also, come to find out I have been paying an extra $10 each month for denying them permission to update my meter. I was NEVER asked, and I would have never declined it. It first posted on my January bill, but they also could not explain that.If multiple employees cannot come up with an answer, there is definitely something wrong with this situation
Business Response
Date: 04/01/2025
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 any misunderstandings you have encountered regarding your account. Your billing is based on your verified actual usage.Historically, the energy consumption recorded on your account is in line with your usage from the past year (considering differences in temperature). Should there be any issues within the home causing higher energy consumption, you would need to seek assistance from someone to have that addressed. Dominion Energy only supplies your home with the energy, we cannot determine how it is utilized. Upon review, we show that your bill is currently high due to two unpaid bills (January and February 2025. To date, your account has a total account balance of $550.24, including the past due amount of $431.81. The past due should be paid by April 11, 2025, by 5:00 pm, to avoid disconnection. This information is on your recent billing statement dated Mar 31, 2025. If you have additional questions, feel free to contact our *************************** at **************. A representative is available Monday through Friday, from 8:000 a.m. to 5:00 p.m. to assist.

Respectfully,

Customer Relations & Policy
**********************
******************************************* **************
Mailing Address: P. O. *****************************************

Customer Answer
Date: 04/01/2025
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:03/15/2025
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 moved into an apartment complex in ********* VA in August 2024. When I moved in Dominion said the apartments didn't have a meter but someone lived in the apartment before me. My apartment complex and myself contracted Dominion for a while. Fast forward to Feb 2025 I received 4 bills due at one time with estimated readings. I called and kept getting different answers from different supervisor. one supervisor, ********, stated that they could not charge me for estimated readings but yet told me that the bills was correct. I have multiple bills with estimated readings. This is wrong to send someone multiple bills at one time when it is not my fault and tell me I have to get on a payment plan. I cannot upload all the documents but I do have the documentation
Business Response
Date: 04/08/2025
April 8, 2025
Better Business Bureau,
Thank you for bringing this customers concern to our attention. We appreciate the opportunity to research and investigate further.
It is important to note that it is paramount that each meter that provides/records service for our customers accurately matches the applicable address. It is a necessity to ensure that one is only charged for their usage and not someone elses. If an address cannot be found upon request for service,there are only two possible reasons. Either the address does not fall within our service territory, or it is represented incorrectly in our system. When/if this scenario presents itself, we are limited to requesting the specific meter number data to ensure the account is set up correctly for the reasons previously expressed. Identifying the correct meter is also the preliminary step in determining why the property could not be identified by the address and resolve the matter accordingly to avoid any issues in the future.
As Dominion Energy is not responsible for assigning the address for any given property there are multiple factors that can affect the accuracy of the required data. Some of which our outside of our control. Our investigation did confirm that the address requested could not be found in our system at the time of the request. An internal technical issue compounded the problem which delayed the presentment of the customers usage data.
As a regulated utility company by the Virginia ****************************, we are required to issue a bill to a customer with an active account each month (barring any technical issues). This requirement is why a customer can and will receive an estimated bill. As a result, the customer was previously informed incorrectly regarding not being billed from estimated reads. It is important to note that there are multiple factors that can cause a customer to temporarily receive estimated billing. Some of which again our outside of the of the company. Regardless of the reason, estimated bills are typically based on previous seasonal usage to have the billing be as close as possible to actual. Once the issue is resolved the customer is properly rebilled based on actual usage. If the estimate was low the customer would most likely owe something to bring the account current.If the estimate was more than what was recorded the result would most likely be a credit balance.
The customer has since received two bills that followed with actual readings confirming that the usage has been trued up to date. The customer was also not charged for the full timeframe in question only being billed as of 10/8/2024 instead of the original date in 8/2024. Understanding that a lump sum payment for multiple billing periods in not feasible, payments arrangements are available and offered in such situations. With any applicable fees, including the opening service initiation fee since reversed there is no other adjustment warranted at this time.
We do apologize for the inconvenience this situation has caused. 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: 04/08/2025
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.

All the bills attached shows estimated readings. These are the bills that was sent to me all at once due at the same time. I should not have to pay due to their mistake and charging me based off of estimated readings.
Regards,

****** ********
Initial Complaint
Date:03/14/2025
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.
since i started service at my address of ********************************************* dominion has been misbilling me. the first time my lights were turned off was april of 2024. with no notice. i called them and they couldnt find an account. spoke with several people. no resolution. ended up having to pay $2500 plus another deposit to get my lights back on. nobody could tell me where my first deposit went bc it was not applied to my bill. i was also charged for 2 other addresses they said were in my name. march of 2025 i receive a bill of $1500. i called dominion and its the same situation. nobody knows anything but i am being billed for more than just my address. i have til 3/31/2025 to pay. ive called 4 times. each time im on hold for more than an hour only to be told somone will call me back. i got no return calls and everytime i call no one is trying to help me. i dont know what to do.
Business Response
Date: 03/21/2025
Dear Better Business Bureau,
Thank you for your inquiry. We have been in contact with the customer based on her inquiry to an additional group within Dominion. We have advised that we are getting the matter corrected. Our Billing team has the matter at this time and we're awaiting the final response and a new bill generating. The customer has been provided information to contact Customer Relations with further inquiry as needed.
Sincerely,
Dominion Energy Customer Relations & Policy
Customer Answer
Date: 03/25/2025
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 haven't received anything from dominion except for an email that said someone would reach out to me last week but that time has elapsed and I haven't gotten anything additional. The bill that they are reviewing is due on the 31st and like last time this happened they did the same. Cut off my electricity and I had no choice but to pay. I feel they are trying to do the same which is wait it out and then force me to pay a bill that's not mine.

Regards,

***** ******

Business Response
Date: 03/26/2025
Dear Better Business Bureau,
Thank you for your response. The account rebilled for the customer March 26th. The new bill has been sent and our customer notified.
Sincerely,
******************************************* Customer Relations and Policy
Initial Complaint
Date:03/03/2025
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.
In my first bill summary for the specific address of ************************************* APT L, for the month of January, it stated that an additional $326.67 was added to the current bill due to a transfer balance from another account. Since January, I have spoke with over 6 different customer representatives and they all tell me that the $326.67 was supposed to be a credit towards my account since I had never received it initially from my first apartment, ************************************ APT I (as in ******). Every call ends with to wait 5 business days for Dominion to deduct that credit but when I look for an update, the payment still stands. Since January I have been calling Dominion and trying to find a resolution but I am still dealing with this. I have not paid any balance as of yet since the last two customer representatives told me to wait for the charges to deduct to then pay and also because I have until March 11th to pay my bill, I am hoping to have this situation resolved before then.
Business Response
Date: 03/31/2025
March 31, 2025
Better Business Bureau,
Thank you for bringing this customers concern to our attention. We appreciate the opportunity to research and investigate further.
A thorough review of the customers historical data has confirmed that the amount in question originated from a previous account at the same complex under Apt. I. The account was opened in 10/2021 and was closed with the unresolved balance in 9/2022. The payment to resolve the debt was not received until 12/12/2023.
Normal policy would have an unresolved balance forwarded to collections after 60 days, however, this type of credit action was put on hold from 2022 2024 during our conversion to a new account system. As a result,when the payment was received, it did not get applied to the related debt leaving a credit balance instead on the closed account.
When our credit action protocols were re-instated the debt in question was then applied to the active account on file. The applicable credit balance that was still reflected in the old account has since been transferred to the most recent account on file, thus zeroing out the debt in question accordingly. As a result, we now consider the customer concern resolved.
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:02/28/2025
Type:Billing 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.
I have continuously been getting billed for 2 lights allegedly on my property - there is one light on my property which I asked to be cut off/disconnected/discontinued (it doesn't work anyway) and the person I spoke with at length said when she pulls up the record it shows there are 3 lights on my property so someone would have to come out and look. That was several months ago. Nobody has come (to my knowledge) and I am continuing to be billed for these alleged lights. I would like them to resolve this and credit me back for the entirety of my billing history for the lights. These are the ones I am being charged for:Mercury Vapor Lamp (Qty: 1 Size 7000 *********************** 16.18/mo.Sodium Vapor Lamp (Qty: 1 Size 8000 *********************** 15.42/mo.I set up the account service last year in April so the credit should be retroactively applied to that date.
Business Response
Date: 03/27/2025
March 27, 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 this notification, we requested a field agent to visit the home and disconnect any applicable lights. The customer billing has since been adjusted from inception to current accordingly. We have also been in contact with the customer directly and advised of the data shared above. As a result, we consider the customers concern resolved.
Sincerely,
**** ******
Dominion Energy
Customer Relations & Policy.
Customer Answer
Date: 03/27/2025
[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 have received a call from Dominion and they were able to resolve everything to my satisfaction. Thank you.
Regards,

******** **********
Initial Complaint
Date:02/26/2025
Type:Product 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've been battling Dominion Energy for their ** Charger rebate program for almost 5 months now. I just got off the phone with them and they did not resolve the situation so I'm filing this complaint. On 17 February ******************************************************************* Dominion Energys Residential Rebate Program. Your application is approved, were just waiting on your check to be processed, and mailed out. You should receive your rebate check in about 3-4 weeks, expect the check to be mailed in a blank envelope marked CLEAResult. This was for their $125 rebate program. On their website it says I'm approved and I'm still in the window to receive the check. This rebate I'm ok with, though it took several attempts on my end to get this resolved.On 14 January 2025, I received an email regarding Dominion Annual ** Charger Rebate program of $40 that stated This rebate application is in pending status due to missing information: proof of rewards enrollmentOn 16 January 2025, I sent to ************************************************* and ************************************************** resending all the required documentation to include proof of rewards enrollment On 17 January 2025, I received an email from ************************************************** confirming receipt and acceptance of my information including proof of rewards enrollment On 20 February 2025 I took a screenshot from Emporia App indicating that I am enrolled in the ** Charger Rewards Program (i.e. proof of rewards enrollment)On 21 February 2025, I sent to ********************************************* the 17 January 2025 email from ************************************************** confirming receipt and acceptance of my information including proof of rewards enrollment.On 26 February 2025, I spoke to a supervisor at ************ regarding the situation and was told the email from ************************************************** isn't good enough to update their system and didn't provide any information as to how they were going to fix or resolve the issue.I'm happy to discuss at ************
Business Response
Date: 02/27/2025
Dear Better Business Bureau,
Thank you for your inquiry. I have contacted the proper groups to get an updated response for our customer. Once I have an update, I will be responding to the customer directly. I have also asked the rebates area to update the customer as well. Once we have an update, we will respond back. I attempted contacted with the customer to advise and left a voicemail.
Sincerely,
Dominion Energy Customer Relations & Policy

Customer Answer
Date: 02/27/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********.

I would like to keep the case open while it continues to be worked by Dominion. I received a phone call and spoke with them and will close my complaint once the case is resolved.

Regards,

***** *******
Initial Complaint
Date:02/26/2025
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.
It seems that Dominion Energy has mistakenly created an account under my name and later transferred an outstanding balance from that account to my current one (Transferred from another account on the bill attached). Despite multiple calls, I keep receiving the same response: “We will review this with a supervisor and get back to you,” but no resolution has been provided.

We previously lived in an apartment where I had an account with Dominion Energy. At some point, I noticed an additional account under my name in their app—identical to my address except that it had no apartment number. I called them about it three years ago, and after a long conversation, they assured me they had identified the issue and would resolve it.

When we moved out, I closed my actual account, paid the remaining balance, and later moved into a home we purchased.

A year later, in December(2024), I discovered that a balance from that mysterious account had been transferred to my current account as an outstanding charge.

Since then, I have called Dominion Energy three times. Each time, the representatives acknowledge the issue. One even mentioned that I’m not the only former resident of that building experiencing the same problem. However, no action has been taken to resolve it.
Business Response
Date: 04/03/2025
April 3, 2025
Better Business Bureau,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity to research and investigate
further.
A thorough review of the customer’s historical data has confirmed
that service was started in their name at *** ******** ***** **. as of 9/2022. The
final bill was generated in 6/2023. There were no payments received on the
account in question leaving a significant unresolved balance.
Normal policy would have an unresolved balance forwarded to
collections after 60 days, however, this type of credit action was put on hold
from 2022 – 2024 during our conversion to a new account system.
When our credit action protocols were re-instated the debt in
question was then applied to the current active account on file (different address)
per company policy/procedures. Per the account data on file under the customer’s
name and Social Security Number (SSN) the billing data is accurate.
If the customer believes an
account has been fraudulently established in their name, they must complete the
dispute checklist protocol that is submitted as an attachment to this response. Valid completion of said checklist
will allow the debt in question to be expunged accordingly.
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.

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