‘We apologize’; Dominion Energy says it’s working to fix customer bill issues

NORFOLK, Va. (WAVY) — Dominion Energy said it’s committed to its customers despite several of them not getting their energy bills.

10 On Your Side requested a sit-down interview with Dominion to understand the issue and learn what customers can do.

“There’s not a single customer who has expressed frustration that we don’t honestly care about,” said Utibe Bassey, Dominion Energy’s Vice President of Customer Experience. “It’s very, very important. We take our customers’ needs very seriously.”

She said Dominion serves 2.7 million customers in Virginia.

“We do know and understand that a small percentage of those customers have experienced a delay in getting their bill. And we are aware of it. And we understand how frustrating it is for a customer to have a delayed bill,” Bassey said.

In June , 10 On Your Side spoke to two Dominion customers who didn’t receive a bill for the past five months. Their account showed they owed $0 each month. After the story aired several other people reached out to 10 On Your Side to say they experienced the same bill issue.

Why is it happening?

“It’s usually an indicator that the account, something is an issue with the way the account was set up or with the way that the account is communicating those charges to us,” Bassey said.

She said those with that issue should call customer service.

“They can make payments to that account. Those payments are applied as a credit, and those credits will be applied to the bill,” Bassey said.

Bassey said Dominion is working around the clock to get problems fixed.

“We apologize that it’s taking longer than we would like for some of our customers to get their issue resolved,” Bassey said. “There’s not a one size fits all just because of the uniqueness, but we are working hard at it.”

Bassey said more staffers trying to tackle customer needs.

“We’re working through it. We are doing a lot and we’ve added even more colleagues to focus on this issue, just to make sure that our customers are have every single customer’s needs met in a timely manner,” she said.

Bassey said customers can set up payment plans and there is a bill assistance program .

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