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Initial Complaint
11/14/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The underlining issue is the abusive and unreasonable practice of Dominion Energy (DE) holding the security deposit for the electric account #************. The total deposit installment amount of $260 had been on hold since the account inception date of 04/28/2023, and has surpassed the 12 month deposit hold time after maintaining the account with no arrears.We have contacted DE on 11/14/2024 and spoke with Supervisor ******* FC035980 to request the deposit funds to be released back to our account. We were informed by ******* that the deposit funds were not eligible to be released due to one late payment on the account and that the deposit had to be held for an additional 12 months, after having been on hold for over 12 months already. There was no other valid explanation offered or provided by the company Supervisor as to the reason for the funds to be frozen. Additionally there was no contract provided explaining the terms and conditions of the required security deposit in writing indicating that the funds can be held indefinitely if a late payment was *********** company is using its position of power to abuse consumer rights by denying their customers to have their deposit money back. Being the sole energy provider in the *** area they are exercising their monopoly on the energy costs and services without offering an alternative to customers that are not satisfied with its unfair business practices or its services. DE also does not require interest to be paid on the customer security deposits.Taking everything into consideration we are respectfully requesting the following: 1. The release of frozen funds in the amount of $260 including any interest held in DE company custodial account back to our personal account or as a billing adjustment credit. 2. Copy of written contract indicating the rules and conditions governing the security deposits. 3. Change in the abusive practice by DE with respect to security deposits.Respectfully,Camila Rekounov
Business response
11/18/2024
Dear Better Business Bureau,

Thank you for bringing our customer's concerns to our attention. At ********************************************** strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.

After reviewing the account, it appears the customer was not fully aware of our deposit refund process. A deposit is refunded based on the customers payment history; a deposit is held for at least 12 months after the date it was paid in full. The account's $260.00 deposit and $17.29 interest accrued, was applied to the account on November 14, 2024. This resulted in a credit balance of $200.43. We have contacted the customer to advise, a voice message was left. Our deposit refund policy is available for the customer to view at ************************************************************************************************************************************************************************.

If there are any other concerns, feel free to contact our *************************** Team at ************** ***************). A Customer Account Specialist will be available to assist you, Monday Friday between the hours of 8 A.M. to 5 P.M.
Customer response
11/18/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

Camila Rekounov
Initial Complaint
11/14/2024
Complaint Type:
Billing Issues
Status:
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.
The issue started around 8/01/2024 when Dominion Energy could not get auto pay from *********** because I closed that account and have my banking with Navy Federal Credit now. When Dominion notified me of this, I immediately contacted them to correct the problem and state auto pay with Navy Fed. I tried to pay the bill with a check from Navy Fed. and they did not accept it. I have been on the phone several time trying to correct this with today being the most recent. I paid my bill completely in the amount of $ ****** will still in contact with their customer service **** who told me that my request was denied. I asked to speak to the individual that denied my request, was put on hold, and then disconnected. Additionally, when I looked at the by I was being charged for return payment fee of $12.17 and late fee of 1.47. And finally a service fee of $1.65 to pay my bill.
Business response
11/13/2024
This complaint belongs to Dominion Energy VA. Please move from SC to VA. Thank-you.
Business response
11/20/2024
Dear Better Business Bureau,
Thank you for contacting us regarding your account concerns of not being able to make a payment by check. We have reviewed your account and due to the concerns removed the lock that was preventing payments by check as a one-time courtesy. Please ensure that the check payments sent include the valid account information.
Thank you again for the opportunity to address your concerns. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.

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

Sincerely,

Dominion Energy Customer Relations and Policy
Customer response
11/20/2024
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
11/08/2024
Complaint Type:
Billing Issues
Status:
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.
Subject: Request for Temporary Extension on Account Due to Health and Financial Hardship Dear Dominion Energy Customer Support,I am reaching out regarding my current balance of $133.50, as my power has been disconnected, and I urgently need assistance. I kindly request an extension until the 15th of this month, as I am due to receive a direct deposit payment by then. If my deposit arrives sooner, I will make the payment immediately.I have been experiencing significant health issues recently. My blood pressure has been high, and I am currently on medication and have been back and forth to the doctor. This situation has further increased my stress, making it more difficult to manage my health.Due to the loss of power, I have been without electricity for two days, and my food has begun to spoil, adding to the financial strain.Please consider granting me this extension to make the payment by the 15th. I would greatly appreciate any assistance you can provide during this challenging time.Thank you very much for your understanding and assistance.
Business response
11/12/2024
Dear Better Business Bureau,
Thank you for your inquiry. ************ has been restored prior to the receipt of the inquiry. All customer records indicate active service.
Sincerely,
Dominion Energy Customer Relations & Policy
Initial Complaint
11/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We moved to *************************************** in July 2024. Since then there is a "Hanover County Utility Tax" of $3.00 that appears monthly on our Dominion Energy bill. I've asked Dominion to remove the tax since we don't live in **************. They said they could not and I would have would contact the Hanover county about the tax. The tax is applied by address supplied to Dominion. ************** could not explain the reason why I am being taxed if I live in *********. If no one knows why this tax is shown and who is directing it I am asking it be removed. We live in recently built community of 49 other homes. I think all of them have this issue. I have attached my most recent bill from Dominion Energy. I don't need a refund. I just want the tax removed moving forward.
Business response
11/07/2024
Dear Better Business Bureau,
Thank you for your inquiry. We have contacted the customer directly since there is account information needed to complete the request. Once the customer responds, we will be able to research and resolve the matter.
Sincerely,
Dominion Energy Virginia
Customer Relations & Policy
Initial Complaint
11/05/2024
Complaint Type:
Customer Service Issues
Status:
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.
Early part of this year I had some health issues that caused me to get behind on my electric bill. I have communicated with Dominion and have kept them informed on these things. I currently use a machine to sleep with that is very critical for my health. I was setup on payment plan previously where I paid over $ ***** to setup and the bill was spit down into 6 payments, the 1st bill I thought was due October 28 but was due on October 21. Alot has been going on with family where we have been back in forth at the hospital with my dad for surgery that time slipped away from me. I called to advise them of the error to try to be setup another payment plan, the agents have been rude, unprofessional, and none is willing to assist me. They have me scheduled for a disconnection on November 6th, of I don't give them another large payment, which I explained I don't have. This company is cruel and not for the people. They are money hungry and with everything going on in the world, their new policies are not to help working people but instead find quicker ways to get money , not to mention all the added fees that don't make sense. My concern is with me having a medical form on my account, someone should be able to assist me with something being that I sleep with a machine and I don't have family to stay with. I need a resolution. I hate that I have to submit a complaint to get further help. This is definitely insane.
Business response
11/06/2024
Better Business Bureau,

Thank you for the opportunity to investigate this customers concern regarding the payment arrangements. We regret the issue the customer explained in their contact to the Better Business Bureau.
We recognize the challenges our customers face and make our best efforts to reach agreements, within regulation. As a courtesy, the customer has been contacted and adjusted payment arrangements have been established. The Virginia ***************************** and Dominion Energy have programs to assist with electric bills. In addition, many nonprofits and houses of faith help the community. Customers are urged to dial ***** for information on community resources.
Again,thank you for allowing us the opportunity to address the customers concern. If Customer Relations and Policy may be of further assistance to you or the customer, please call us at **************.
Sincerely,

Customer Relations & Policy
**********************
Initial Complaint
10/30/2024
Complaint Type:
Product Issues
Status:
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.
I canceled service effective 30 Sep 2024 due to a move from ** to **. I was notified of my final bill by 04 Oct 2024 which is a credit balance of $105.28; I should have received a refund. I called DEV to have the refund processed and mailed to me, I was told I should receive it within two weeks, I did not. I called back on 18 Oct 2024 demanding my refund and was told it would be processed and mailed the following ******* of today, 30 Oct 2024, my refund has not been received. I called back this morning and was told it was mailed on the 18th or 19th of Oct and to allow seven to 14 business days for the **** to deliver the check. This is bold lie since it does not take the **** more than three days to deliver mail between VA and MD, it usually only takes two days.Dominion Energy has continually lied to me about this refund. I just want my money back!
Business response
11/05/2024
Dear Better Business Bureau,
Thank you for contacting us regarding your deposit refund. We have confirmed that the refund check has been received.

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

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

Sincerely,

Dominion Energy Customer Relations and Policy
Initial Complaint
10/25/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dominion Energy replaced meter last week of July 2024 with new smart meter. First bill I received after was for $440.26. Old meter reading was showing ***** total kWH usage from 7/11 - 7/21. This had to be an error. I have lived in my home for 17 years under the same account and have never used over ***** kWH in one month, even during the hottest months of the year. In addition, I had a brand new AC/HVAC unit installed in February 2024. I called in to submit a ticket early August. Heard nothing for a month and then received a disconnect notice. Called in again 9/11/2024 only to be told there was NO record of a ticket being issued OR my call. So, I requested they issue a ticket. In addition, the only way they could stop the disconnect was for me to either pay the incorrect amount or put my account on a payment plan while we waited for resolution. I opted for the payment plan as I didn't feel it was fair for me to pay this high bill which I truly believe is in error. Another month passed, no response. I called back in the beginning of October only to be told that my ticket was CLOSED/RESOLVED 2 days later and deemed accurate. *** stated they have a picture of the meter reading. I requested the picture, which I still haven't received. Was told it could take 30 days for them to send it. I said if they actually have a picture with that reading than the old meter needs to be calibrated because it definitely must have been malfunctioning. I asked to open another ticket to readdress this problem and was told they would not open another ticket that the issue had been resolved and meter reading deemed accurate. So now I am just stuck with having to pay for something that I do not believe I owe? And I am just supposed to accept "it has been deemed accurate" with no proof or examination of the old meter? Clearly if you look at the 17 years of billing history on my account you can see bill has never been over $250 and kWH usage has always been under *****.
Business response
11/06/2024
Dear Better Business Bureau,
Thank you for contacting us regarding your billing concern. I apologize for the delay in responding. We have reviewed the use and researched the final reading on the removed meter. The information has been corrected and your updated bill is available via your online profile.
Thank you again for the opportunity to address your concerns. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.

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

Sincerely,

Dominion Energy Customer Relations and Policy

Customer response
11/06/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

****** ******
Initial Complaint
10/23/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
As the Executor of my moms estate (my mother died on July 16, 2024), on 10/4/24 I paid Dominion Energy / Virginia Power, $649.69 which was the total, final amount due on my moms electric bill. On 10/6/24, Dominion Energy Virginia went in MY bank account, without my permission, and withdrew $567.47. On 10/8/24, Dominion Energy went in MY bank account, without my permission, and withdrew $117.22. Both of these amounts added together ironically equal $649.69.I called them and they admitted they did in fact take the money! However, to correct their error, they will only cut a check to reimburse me for their mistake in my father's name, who was listed on the electric account for my parents house. My father died 10 years ago! I cannot cash a check in my father's name?Dominion Energy went in my bank account electronically and TOOK my money, without my persmission, out of MY bank account and they are making it so I can't get my money back? The bank will not cash a check in my father's name!! I need a check in my name. I am the Court Appointed Executor for my mother's estate to which this final bill falls under and was paid in full, on time, by me. They took the money out making it so the final bill was paid twice!!!!The amount due was already paid in full!! They made a mistake and went in and basically stole my money!! Not my mom's money, not my dad's money, MY MONEY. I need a reimbursement check for $649.69 sent to my address, in MY NAME!! ***** A. ******* ******************************************************* Apt. ************************
Business response
10/24/2024
Better Business Bureau,

Thank you for the opportunity to investigate the customers billing concern. We regret the experience explained in the report and appreciate the customers diligence in resolving the issue.
Dominion Energy has completed a thorough investigation on the events and our policy.
The Autopay program is self-serve. The customer is the only authority, to unenroll from Autopay prior to a draft. If a statement has already processed and the account is on Autopay, it is the task of the customer to stop the Autopay program (prior to the scheduled draft date).
DE policy for refund checks on a deceased account holder is to not change the name of the payee on the disbursed check. This is to keep the responsibility on the Trustee.
The payment return policy provides DE the opportunity to return electronic payments to the source.

Based on the electronic return payment policy, our Payments team has begun processing the request to return the last 2 payments on the DE account. The payments will be returned to the financial institution account source, and the approximate process time is 2-3 business days. Additionally, a stop payment has been submitted for the original refund check. This check should be destroyed as quickly as possible.
Again,thank you for allowing us the opportunity to address the customers concern. Please be assured an internal review on the customer service experience will be conducted. Any coaching or training opportunities will be identified and provided as needed. Have a safe day.
Sincerely,

**** *.
Customer Relations & Policy
**********************
Customer response
10/31/2024
Dear BBB,

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

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

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

Thank you again for your help!

Sincerely,

***** Buscher
Initial Complaint
10/21/2024
Complaint Type:
Billing Issues
Status:
Answered
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.
Complaint Details:I am writing to formally complain about Dominion Energy's inaccurate billing and energy usage reporting. My account number is ************, and I have been a customer since June 18, 2024. I believe the energy usage reported on my recent bills is incorrect and does not reflect my actual consumption.According to my September 2024 bill, Dominion Energy claims I used ***** kWh from August 28 to September 26, 2024. This brings my total reported usage from June 18, 2024, to September 26, 2024, to an excessive and unreasonable amount of ***** kWh. This is drastically higher than my average monthly monthly consumption of approximately 1,000-1,100 kWh. Even if this was an estimated reading, this amount is still inexplicable based on my household's consistent usage patterns.July: 215 kWh August: 688 kWh September: 623 kWh October: ***** kWh There is no reasonable explanation for such a significant ***** in energy consumption, even if the readings were estimated. I have made no substantial changes in my household that would drastically increase electricity usage. My house averages 1,000-1,100 kWh per month, making the ***** kWh recorded over three months inaccurate.Dominion Energy installed a smart meter at my residence, which should provide accurate and real-time consumption data. However, based on my historical usage, I find the recent reading implausible and unreflective of my actual consumption.I am seeking assistance from the BBB in mediating this issue, as Dominion Energy has failed to provide a reasonable explanation or resolution to my concern. I have been overcharged for services I did not use, and I request that this issue be resolved promptly.Desired Resolution:Refund or adjustment to reflect accurate energy usage.A formal investigation into the smart meter's accuracy.
Business response
10/22/2024
Dear Better Business Bureau,

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

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

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

Sincerely,

Dominion Energy Customer Relations and Policy
Customer response
10/22/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business regarding complaint ID ******** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Team,

I understand estimated billing. The issue is more than just the over 4600 kW (or catchup of estimated billing). But also, that asks of the date of the attached billing states over 7800 Kw were used in a three-month period in a brand new (less than three months old and HVAC units manufactured less than three months before) energy efficient home, which averages 1000 - 1200 Kw a month. This means that from June to September. With July being the hottest month on record, our home uses more than ***** times the energy it consumes monthly.
Additionally, the last bill from the builder (given to me), which ended at over 2900 Kw plus our estimated (200 kw) usage, equals the exact amount of Kw usage for June, which leads to the conclusion that we are also paying for what the builders used from April to June 17th. We bought the house on June 18th, but no furniture or major appliances (other than HVAC would have been used for over a month). 3100 plus Kw for the first month would have been unbelievable usage.

Unfortunately, this house could not have used 7800 plus Kw of energy in a three-month time frame unless either Kw were being siphoned or the smart meter had an error. Even compared to similar-sized houses in the immediate area, that is well above the threshold.

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

Regards,

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

Business response
10/23/2024
Dear Better Business Bureau,
We are emailing the customer directly with in depth information regarding the billing questions. We are not able to provide detailed use and charges questions via responses to the BBB due to this is customer sensitive information. When a meter is installed at a location the meter typically does start with 0 use. However, when the account is moved into a different customers name the meter does not reset to 0. We obtain a reading on the requested date and bill the previous customer a closing bill based on that reading and the new customer receives their bill reflecting the reading on the meter from their start service date. Unfortunately, we are not able to determine what is causing higher use than expected. We can only confirm that we are billing based on the use at the location. The meter at your location was testing prior to being put installed and was found to be working properly. One way we can confirm is that the reading that initiated your account is an actual read and not an estimate. The customer will have access to detailed information regarding the use and charges in their email.
Thank you again for the opportunity to address your concerns. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.

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

Sincerely,

Dominion Energy Customer Relations and Policy
Initial Complaint
10/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
When I initially moved in my apartment June 26th 2023 I schedule service to be turned on under my name to the new apartment which would be *********************** Virginia. I called Domino Energy multiple times spent numerous hours on the phone trying to get my account straight.They basically were not charging me and blaming it on their system change. I didn't find this out until the beginning of October they were actually billing my management company for my account and not me. They management company had my services turned off still this is all unbeknownst to me I get home to no power. I contact Dominion yet again and I get told that there's a power outage. At midnight or around 11:00 p.m. a representative finally told me about their egregious error in having two account set up for me and because the second account was still in my management company they turn to power off. I have two small kids so I couldnt stay in my house The next morning I had to deal with my leasing office because they charged me for Dominion bill and additional 500 and something dollars. After spending a half day off work in my leasing office on the phone with Dominion trying to have my issue straighten out I was told I would began being charged in October. They created a new account for me October 6th 2023 and I just called because I finally received after over a year the bill from that time frame. The numbers weren't adding up to me so when I went to speak to a representative today they are telling me that I was still build incorrectly after the account issue was straightened out and now I owed him $700 by November 4th when they just notified me yesterday. I know that I do owe them something however I do not agree with the amount I do not like how they want about doing this.I have never seen any original bills from that time not from Dominion or my management company and they have deleted all my previous statements with 12 new updated statements that I do not understand.
Business response
10/23/2024
Better Business Bureau,

Thank you for the opportunity to investigate this customers billing concern. We regret the issue the customer explained in their contact to the Better Business Bureau.
Dominion Energy has completed a thorough investigation on the issue and the necessary billing adjustments have been completed. Additionally, more detailed information will be provided in our formal response to the **************************** inquiry.
Again,thank you for allowing us the opportunity to address the customers concern. We greatly appreciate the customers patience during the investigation, as well as the processing time for the adjustments.
Sincerely,

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

Customer response
10/23/2024
Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

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

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