Dominion Energy

I have not had any issues with the app, payments, or my credentials. I actually love that the app shows my daily usage in a graph, also containing the cost, temperatures, and averages. I had no problem setting up my electricity either. The only problem I did have is that, due to a lack of credit history, I had to make a deposit and was told that this deposit would act as credit toward my first bill or two. Only later, when my bill was due—which I had not budgeted for since it was prepaid—was I told it does NOT apply as a credit! And that I would not get the deposit back until at least 12 months after the service started! Please train your customer service reps better. Telling me the exact OPPOSITE of a policy (which should be fairly simple) is absolutely unacceptable. I have only taken off one star as the app is great, but wanted to include my experience with the customer service.

I paid my bill online with my phone and didn’t have a problem . I ran into a problem when there was a double payment ending up on my account . So I called it in and told them about it the lady on the phone said ok , she seen it on my account , that the second payment will take weeks for me to get it credited back to me. She said she could also apply it to the next months payment , I agreed to that . When I got the pay notice in the mail , they had refused my payment , and I could not use the online service to pay the bill , instead I had to go to Walmart to pay the bill . Very frustrated with being treated so rudely , and said I was doing something illegally and could be charged with fraud ! What the heck is going on here ? I was ready to fire back with a letter , that I might have to speak with a lawyer about all this confusion with this Dominion Energy . The payments that I was making on line , were directly from my bank . I don’t mail my bill in now , I continue to go to Walmart to pay the gas bill , the only utility I’ve had problems with , maybe they’ve become to big for their britches . I asked for an explanation , my calls were never returned or my text messages .

Since they upgraded their systems, I’ve haven’t been able to log in to my account, for a number of reasons. First I had to reset the password. It magically assigned me to another state and also put me up for a gas bill (mind you I don’t have gas at my apartment). Called customer service. They’re applying a very mean, cowardly technique recently. They’d put you on hold like they’re trying to find something for not coming back… at all! They’re either leave you on hold forever, or after an extended period of time (30, or 45 minutes… maybe more) they’ll disconnect the call! They can do that because they got us on the hook, at the end of day we’ve got to pay the bill regardless on whether they solve our issues, otherwise they’ll disconnect the service. I try to log in to my account providing my social security, I keep getting the message “that’s not the information we have on file. Call us!” Call you? For what? Just to be placed on hold forever from the next representative? Rip off company without any integrity! Not only putting the burden on people by raising prices uncontrollably and unilaterally, but not even able to effectively administer its own tools! Do they even have any management at all? Does anyone even care about providing customers solutions for the problems Domion itself creates??? One star?? You need to be put out of business!!!