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 Energy Virginia

  PO Box 26666 Richmond, VA 23261-6666

  
• 

  Dominion Retail, Inc.

  PO Box 298 Pittsburgh, PA 15230

• 

  Virginia Power

  11133 Fairfax Blvd Fairfax, VA 22030

• 

  Dominion Retail, Inc.

  501 Martindale St Ste 400 Pittsburgh, PA 15212

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:02/13/2025

  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.

  Oct, 4th 2024 I closed my Dominion Energy account (We moved).Oct. 4th, 2024 my balance was $115.17 Oct. 9th, 2024 I made a manual payment of $115.17 to satisfy my debt and, I could close my bank account which I had the auto-pay linked to.--Nov 4th, 2024 Dominion tried to auto-withdraw funds of $115.17 from an improper bank account.Nov 6th, ************************* sent me a refund check of $115.17 from my legitimate payment on Oct. 9th, 2024 Nov 16th, 2024 Dominion sends me a bill of $127.34 ($115.17 + penalty fee).--Tried communicating with Dominion numerous times and experienced long hold times, horrible customer service, disconnections, and no call-backs.Jan 10th, 2025 Dominion sends my account to collections,I made good on this account on Oct. 9th, 2024 and due to an accounting error at Dominion, I was charged a service fee from my bank ($30.00), plus a penalty fee from Dominion of $12.17.With all the time I spent on the phone with a Dominion account representative (probably totaling 5 or 6 hours in combined calls) this issue could have been rectified back in October and has now cost Dominion a lot more than the original bill with the penalty fee in labor costs.

  

  Business Response

  Date: 02/25/2025

  Dear Better Business Bureau,

  Thank you for this inquiry.  After reviewing the account, we have figured what has taken place on the account.  

  When the manual payment was processed, that cleared the account to zero but it did not remove the auto draft.  We would need you to request the removal or stop from your end.  Per your bill, our draft date would be November 4th (on or after).  We attempted the draft on the account.  Not knowing the item would be returned, we showed the account with a credit balance.  For this reason, we sent a refund check.  Later, the payment that we attempted was returned to us.  Since the payment that we attempted was returned, and the check cashed by you, we are requesting that amount be returned.

  Please let us know if there are additional questions.

  Thanks,

  Dominion Energy Customer Relations & Policy

  Customer Answer

  Date: 02/25/2025

  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 made a manual payment to satisfy my remaining balance five days after I closed the account. Once my account was closed, there was no reason Dominion needed to request an auto-pay from our closed bank account. THE ACCOUNT WITH ******************** WAS CLOSED ON OCT 4TH SO WHY WOULD ANY PENDING AUTO-PAYMENTS BE NEEDED? I HAD A ZERO BALANCE! Dominion Energy cost me a $30 bank fee when they initiated an auto-pay after I had a zero balance and a closed account with ********************. I am willing to give them the $115.17 refund check (minus the $30 bank fee). I also want an apology for the treatment I have receive from their customer service over this ordeal. I will wait for a new invoice to arrive at my house.
  
  Regards,
  
  **** ******
  
  
  
  
  

  

  Business Response

  Date: 02/27/2025

  Dear Mr. ******************* you for your response.  I apologize for the inconvenience that may have been caused.  

  Your closing statement shows that we were to draft the final balance from the account.  If this was not what you would want, we would have needed the notification not to do so by you cancelling the draft.  We attempted the draft as we had been doing monthly.  We had no way of knowing that the bank account had been closed.  With this being the case, the bank returned the attempt and processed based upon their fees - and we in turn with ours.  

  Again, we apologize for any inconvenience.

  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 ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I paid my amount due with Dominion. I closed my account with ********************. IF THAT DOESNT TELL YOU TO STOP MY AUTO PAY, THEN SOMETHING IS DEFINITLY WRONG WITH ****** ENERGY's POLICY!!!!!!!

  So, what's the deal? You have failed to acknowledge any of my concerns. Are you going to send me a new invoice to my new address? Are you going to subtract your heinous penalty? Are you going to do the right thing and subtract the bank fee that was unnecessarily imposed on me by my bank? Are you going to withdraw your submission to collections? All these questions that have not been answered. This is unacceptable and unprofessional. 

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

  
  

  

  Business Response

  Date: 02/27/2025

  Dear Better Business Bureau,

  Thank you for your inquiry.  Based on the customer response, I will provide an additional response.

  When an account closes and the customer is on autodraft, we have no way of knowing the account has reached a zero balance before submitting for payment to the customer banking institution.  Our debits are based on the amount of the customer bill at the time of billing.  If the customer does not wish to have the account debited, we would need the customer to cancel the autodraft.  When we submit the billing for draft, we also do not know if funds are available or not on the customer end.  We are debiting based on the customer request for us to debit - as we had done months before.

  I apologize for any inconvenience caused to the customer, but the fees imposed by the bank would need to be reviewed by the bank.  In addition, the return fee from Dominion would not be removed because the funds were insufficient when the debit was initiated to the financial institution.

  I do understand that there is a level of frustration, but we gave proper notice on the bill to advise of the date of the draft.  Once the amount is paid that is outstanding, if it has been reported to credit agencies, it will be updated to show as paid.

  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 ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not accept your insufficient resolution as  your explanation of events do not match any form of logic. I had a zero balance at time of billing, my account was closed, so again, no reason to ask for any funds from my account. In addition, when I closed my account, i was assured there was nothing else I had to do on my part. So, I reject your response. 
  
  Regards,
  
  **** ******
  
  
  
  
  

• Initial Complaint

  Date:02/11/2025

  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 recently moved to *********** where Dominion Energy services the area where I live. I am a senior in a new area and have exhausted every avenue I can think of before filing a complaint with the BBB. In September 2024 I attempted to pay my electric bill via bill pay through Navy ******************** ****). Dominion Energy charged me a late fee. When I provided documentation showing I had attempted to pay my bill in advance of the due date, they refused to credit my account the late fee. The payment left my account and was sent to Dominion Energy, a few days later, the money was returned to my account and I was advised the reason the payment was rejected was because there was no such account number. I provided ******************************************* copies of several monthly statements as well as a screen shot of the "bill pay" page I set up for Dominion Energy with NFCU which showed the CORRECT account number. I have sent this information several times, because Dominion Energy is structured in such a way that I never talk to the same person twice. When I ask for the name of the person I am speaking with, they refuse to give it; when I ask for a phone number (direct line) I have been told none exits; when I asked for an address so I could address my issues in writing, I was told there was no address that they could give me. I have been trying to resolve this issue since September 2024. Today, after the individual said "give her a month" and she would see what she could find out, I received a call advising me they would no longer look into my issue. I am a paying customer of ******************************************* and they have refused to try and resolve this issue. I have sent documentation to Dominion Energy twice supporting that I have done everything correct on my end and request you assistance.

  

  Business Response

  Date: 02/27/2025

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers billing concern.
  ******************************************* has completed a thorough investigation on the issue.  Dominion Energy does have authority over third party payment processes.  Some third-party bill pay providers mail in their payments from their customers and some are processed electronically.  We have reviewed the case internally and with our bank and the payments were not collected by Dominion Energy. 
  
  Again, thank you for allowing us the opportunity to research the concerns.  We urge our customers to utilize our other payment options available online at ********************************************** or our mobile app.  Payments made directly though DE are posted the same day, and some options do not charge a service fee.  A consistent message has been provided in response to the complaint filed with the ***************************** 
  
  Sincerely,
  
  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 ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I have documentation from my credit union (two Checking Account Statements) showing the money leaving my account; going to *******************************************; and a few days later being returned to my checking account.  I have provided copies of these bank statements twice to Dominion Energy and their employees have confirmed receipt of those documents.   I am enclosing copies of bank statements showing the money being sent to Dominion Energy and after 2-3 days returned to my account.  I believe there is a problem with the contractor who handles bill ****  I am willing to adjust on my end, but at this time Dominion Energy offers bill pay as an option for customer payment and they are not allowing me to use this function.  The customer service representations at ******************************************* I have spoken both at the initial level and when elevating this problem have all confirmed this, but advised me there supervisors do not wish to pursue a fix.  I found this very sad as a customer and why I contacted ********************.  Bottomline, nothing has been done by Dominion Energy to resolve this issue.
  
  Regards,
  
  **** *********
  
  
  
  
  

• Initial Complaint

  Date:02/10/2025

  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.

  Last year I had a problem with ****** overcharging for services. They stated they did an investigation and of course they did not find an issue. This took months to resolve because you could not get an account manager on the phone. However, again this year the charges are outrageous, there is no one living in the home. The only item running is the heater which is set at 60 degrees. Lights are only turned on 8 times a month for less than 2 hours at a time. There is no hot water turned on, no other appliances as the home is almost empty. But the bill has been over $200 each time for January and February, now there is a disconnect notice. My sister who lives across the street has the TV going all day, the heat at 70, lights on in every room, dryer, hot water, stove, etc. And their bill is over $85 cheaper for each month than my bill. This is a mobile home. Something is wrong here. And I know they advertise if you need help with the payments, but you have to go through your local social service office, I definitely don't qualify. I want this investigated as why this bill is so high.

  

  Business Response

  Date: 02/19/2025

  Dear Better Business Bureau,

  Thank you for your inquiry.  Based on your account review, I show that you have contacted our phone center and gotten a breakdown of the account.  In addition, your bill does not show an estimates.  Each month your billing has been based on actual consumption on the meter..  Due to the extremely cold temperatures, your bill would likely show more of an increase with your heat pump keeping up with the conditions.  Please feel free to contact us further on the call center level for more of a discussion on the billing components.

  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:02/09/2025

  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 bill is double than normal this month and my consumption is the same, I left my home at 6 am and get back at 8 pm my heater is off during those times, I call then and they just say everything is fine and I dont think everything is fine with the meter.

  

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau,
  

  Thank you for contacting us regarding the billing concerns at your location. I have reviewed the account and ensured the meter has been tested less than a year ago and shows to be working properly. I did not find any issues on your account or with your equipment as we have continued to obtain the actual readings from the meter and billed based on the use at the location. Unfortunately, we are not able to tell what is using the power, we are only able to confirm that we bill based on the correct information and that the equipment is recording properly. 

  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

  Date:02/06/2025

  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 wife ***** opened an account with ******************************************* for our house 5 years ago. We have lived here, a nowhere else, meaning this has been our only residence. November 2024, our bill showed a transfer of ****** transferred from another account. 5 weeks ago, my wife called dominion energy to have them investigate and remove the fraudulent transfer. They said it was done by phone call, they were investigating, and would report back to us within the month. Since it has been 5 weeks, we called back and spoke to another agent who had to take all of the information again, not sure why we were having to repeat it all. After an hour on the phone with a patient, professional, and thorough agent, it was determined that it was theft of identity and that it was up to us to complete a checklist (which we haven't received yet as they were mailing it to us) of materials including a police report. Now, first, how is it apparently this easy to get almost one thousand dollars of charges moved to our account. The fraud account was closed March of 2024, as explained by the agent, but they allowed them to move it over to another account. It was done over the phone, what we were told the first time, so why no record of that conversation when they record all conversations as the automated operator states. Second, why are we under the 30 day deadline when they couldn't even respond in 5 weeks. Third, when I asked what is required for someone to transfer their balance over to someone else's account, they didn't know. Why is the ownness on us. Fix your mistake.Fourth, what is my assurance this won't happen again when they don't know how to watch out for fraud.

  

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau,
  

  Thank you for contacting us regarding the balance transfer to your account. Our credit department has sent a list of items needed to dispute the balance transfer. Please respond to the request with the requested items to allow us to fully research the concern. Once the documents are received our credit department will communicate with you during the process and to notify you of the final results. 

  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

  Date:02/05/2025

  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.

  The past two months I have called customer service and requested a technician to look at my meter and determine if it was working properly because I am shocked at how high my bill has become and they flat refused to send some one to check and determine if the meter is working properly.

  

  Business Response

  Date: 02/07/2025

  Dear Valued Customer,
  
  Thank you for bringing your concerns to our attention and allowing us to provide additional information regarding your higher-than-expected bill. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.
  

  I understand the frustration caused by a bill higher than expected. I have reviewed your account, and the meter was tested 1 and a half years ago to confirm the meter is working properly. While we are unable to determine what appliances are using the power we can see the use increased once the temperatures became lower. This is typically due to more days where the temperature outside is under your requested thermostat setting and nights where the heating system is running longer to keep the home at the desired setting. 

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

  
  

  Customer Answer

  Date: 02/07/2025

  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,
  
  ******* Chance
  
  
  
  
  

• Initial Complaint

  Date:02/02/2025

  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 am being incorrectly charged and amount that I paid over 1 year ago!**** due Feb 3 includes charge of ****** stating from previous account. I called and spoke with Representative advising g I made the payment in June 28, 2024. Also shows online under that past account as paid. I also have where it was taken out of my bank account. She advised she was having someone look into it and I have not seen any correction as of yet.

  

  Business Response

  Date: 03/13/2025

  March 13, 2025
  

  Better Business Bureau,
  

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

  The account in question was closed in 8/2023. The payment to resolve the final balance was not received until 6/28/24. Normal policy would have an unresolved balance forwarded to collections after 60 days, however,this type of credit action was put on hold in 2023 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 the customer opened a new account a month after the payment was received the credit balance was immediately applied to the new account (original debt still unresolved). When our credit action protocols were re-instated the debt in question was then applied to the new account (the same available active account at that time).
  

  Since this action resulted in the applicable debt and intended payment being applied to the same account the debt in question was then official resolved. With that said, on 3/7/25 both line items (debt and payment) we retuned to the original closed account for historical accounting purposes. Since this action of formality only relocated line items that already zeroed/canceled each other out the current balance in the active account is unchanged and 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 Relations & Policy.

  Customer Answer

  Date: 03/19/2025

  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,
  
  ******* *******
  
  
  
  
  

  Customer Answer

  Date: 03/20/2025

  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.
  
  

  Hello, I reject the correction because based on speaking with an associate yesterday and due to "accounting " they had to add the $****** to my March bill(which made my bill $****** instead of the actual usage amount of $235.28) in order to credit the amount the $******.

  However, the ****** has already been added to my bill back in Dec/Jan, so why would it be added again?

  Based on my past conversations:

  My total account balance was ****** which included the 218.66.  I made a payment of $300 per advise from associate just to pay something.  So my balance was ****** while waiting for the credit of ******.  So I would owe a total of $409.37 after the credit correction applied.  Some how they are saying they needed to add ****** to ****** and then subtract ******, and that is giving me a 'duplicate' ****** charge since that incorrect amount has already been added.

   

   

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

  

  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 additional review of the account per the customers rebuttal,we have confirmed that the previous data shared is totally accurate (the transactions in questions have canceled each other out). With that said, we do see how said facts are not clearly stated on the bill dated March 10, 2025. The confusion stems from the fact that the final adjustment (moving the debit and equal credit back to the original account) are reflected amongst the new usage charges simultaneously.Technical limitations with the bill presentment process are preventing the supporting line item to be visible on the bill. As a result, the total amount due on the physical bill only is incorrect. The true balance at that time the bill was printed is exactly $216.88 less (the amount in question). The correct balance is accurately reflected internally, online and via our phone automated system.
  

  As we do not want to share specific numbers (one personal account data) on a public forum the customer can further vet these facts by reviewing their current balance owed. As further confirmation, if you take the incorrect balance on the bill and subtract the payment received since, the amount will again reflect the difference referenced (current balance will be less accordingly). We do apologize for the confusion this matter has caused, however, our position previously stated that no further adjustment is warranted in unchanged.
  

  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: 03/29/2025

  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've called and left a message for the person that responded requesting a copy of my charges and credits so that I can see what they are saying what happened.   I've had mistakes made by Dominion Energy before where they made me for someone else's electricity because of their mistake.  I just don't understand how the charge was put on in January, put on again and then the credit given.  Appears they can do whatever they like to customers regardless of being correct or fair.
  
  Regards,
  
  ******* *******
  
  
  
  

  
  

• Initial Complaint

  Date:01/30/2025

  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.

  While living in my apartment in *********** Virginia I had an issue with the apartment and the apartment complex decided to move me to another apartment within the same complex . Then I started the transfer of all my services and for Dominion Energy I used the mobile application, I started the process and got a confirmation that the request was in . Around two / three days later I decided not to move to the new apartment so I cancelled the request via the mobile app and I also received a confirmation that the request was cancelled. When the day of the supposed move was here I decided to check to see if the apartment had power to my surprise it did and I called and the told me the order was executed per request. I explained the situation and they apologized for the mistake and told me that they were disconnecting the power and back dated so I didnt get charge . Later on my next bill i see the charge for the four days the apartment had power.

  

  Business Response

  Date: 01/31/2025

  Dear Better Business Bureau,

  Thank you for your inquiry.  I have reviewed the account, and I see that the $35.71 was credited to your account effective 12/30/24.  The credit shows on your bill dated January 17, 2025.  Please review the billing and advise if you have additional questions.

  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:01/29/2025

  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.

  My electric bill doubled for Dec/Jan compared to same Dec/Jan billing cycle from previous year. I have no changes to household to account for an 80% hike on my electric bill. I called Dominion energy and all I could get from the associates is that it was unusually cold and this made my system run additionally l. But I just can't understand how a few days of a few degrees colder would account for the almost double consumption they report from our meter. Since they're the only electric company I feel I'm being price gouged with no recourse by not having another option to receive the electric utilities in my area. My HVAC system is running optimally I had it checked 6 months ago by a professional and with no household changes I just can't understand how my services and cost has doubled when comparing to high consumption previous billing cycles. I show no usage this high since moving to my house two years ago.

  

  Business Response

  Date: 03/12/2025

  March 12, 2025
  

  Better Business Bureau,
  

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

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

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

  Based on our investigation, the meter readings on the account in question are accurate. It is important to note that historically our summer and winter seasons have been warmer and colder for at least the last decade if not longer. Per account notes the customer has stated that their heat is set between 68 and 70 degrees. Although most may remember some of the warmer days (still under most home heat settings), this winter has generated the most nights of temperatures at or below freezing resulting in an increase in daily usage as the biggest appliance(s) in the home are running more frequently and harder than previous years. During the ******* billing in question, there were also multiple days when the temperature was at or below freezing all day and night.
  

  With regards to the colder temperatures described, Heat ************ can only operate under normal parameters when temperatures are above freezing (32 degrees). When they are lower these systems require a secondary heating unit to engage in order to keep ones home at the desired setting. This feature is identified as Emergency Heat and when working properly will automatically engage accordingly. When is use the system is working twice as hard and thus increasing electricity usage in kind. This is yet another example of how billing will drastically increase during the winter season.
  

  Review of the account has also revealed that the billing to follow decreased just about as much as it increased from the previous month (almost by half). This fact is further confirmation of the data shared above solidifying that the usage is directly in line with the heat source vs. the ambient temperatures.
  

  Please also note that the wiring from the meter base to the home and the appliances inside are the responsibility of the property owner. With no indicators of an issue on the company side of the meter there are only two possible conclusions. Either the billing in question is the result of actual usage or the possibility of an issue with the appliance(s) inside the home needs to be considered.
  

  If you have any questions, or if we can be of any further assistance, please call us at **************.
  

   

  Sincerely,
  

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

• Initial Complaint

  Date:01/22/2025

  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.

  Dominion Energy is the sole provider of energy and power in my region, so I am forced to remain their customer and they know there is no competition. I live in a 1000 sq. ft. apartment and my power bill is usually consistent, occasionally higher during the Summer months when the air-conditioning is running more than usual. During the winter, I do not use the heat except occasionally in order to save some money on my power during those months. For some reason, my bill this past month reads well over double what my bill typically is, even in the hotter months when I use more energy. While I naturally have issues with this, the bigger issue is how Dominion refuses to address it. They provide zero customer service, forcing me to only use whatever pre-determined automated answers they have on their phone line, and when attempting to speak to a representative the line states "I did not understand that, please only use your keypad to respond," successfully denying the customer the option to speak to a human and get answers for any questions in regards to a disputed bill.I understand they have energy usage graphs on their website, however, I feel it is more than reasonable to request a service representative to verify, prove, justify a bill charge for hundreds of dollars more than my standard monthly payments. I have checked to see if maybe I missed a month accidentally which would explain some of the extra charges, but on my account it clearly states zero dollars past due.

  

  Business Response

  Date: 01/22/2025

  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 investigated the issue and identified a transferred balance from a closed account.  The final bill from the previous address was never paid and has since transferred to the open account.  Records indicate the account closed on August 24, 2023.  Terms and Conditions of service, approved by Virginia State Regulators, are posted online and explain responsibilities of outstanding balances. There are no anomalies in the usage at the current property. December and January display reduced usage from November. 

  Our interactive voice response unit requires customers to authenticate the account in order to be placed with the agent most suitable for your need.  In this case, please call ************ and enter or say 2, next you would enter or say 1, every response after will need the account number or the social security number to access the account.  You may also say agent after every prompt. 
  

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

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

  
  

  Customer Answer

  Date: 01/22/2025

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