ComplaintsforEnbridge Gas Ohio

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dominion Energy is my home gas supplier, for the last two bills my payments have not posted to my account, I have not sent the payment late the way in which I have paid is the same, I have sent proof of payment to Dominion and talked with several of there representatives and now my bill is reflecting a discount and late fees. I can’t seem to get any information, help or the situation resolved.

  Business response

  03/26/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  The missing payment (s) issue has been resolved.
  
   
  
  Thank You,
  
   
  
  Customer Relations
  
  Enbridge Gas Ohio
  
  (Formerly Dominion Energy Ohio)

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company took over ******** ****** ***** They say the invoices for natural gas usage were prepared on February 22, 2024. However, customers did not receive the invoices until March 18, 2024. Payment of the invoices was marked due by March 11, 2024, otherwise a late fee would be applied. Customers didn’t receive the invoices until a full week after they were marked due, resulting in everyone getting “automatic” late fees and penalties applied to their accounts. They are trying to blame the post office, but they could just as easily be backdating invoices to extort late fees from unsuspecting customers. At the very least, their untimely mailing errors of customers invoices should not be the customers burden to fix. They should extend the due dates on the invoices or cancel all the late fees. Everyone in the entire greater Youngstown area got their invoices late.

  Business response

  03/19/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello *******,
  
  **** ******* contacted Enbridge Gas Ohio formally known as ******** ****** **** on 3-18-24 to discuss the account. The agent explained that since he is a third party, he cannot call to discuss the account. A third-party caller is anyone other than the party of record, co-applicant, or Power of Attorney.
  
  Enbridge Gas Ohio formally known as ******** ****** **** has no control on how long it takes USPS to deliver mail.
  
  There is a grace period: late fees are not applied to an account, unless the payment is not applied to the account before the next bill is issued.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The portal for Dominion Energy has been down every time I try to pay my bill. I keep receiving the following message "we are unable to perform the action you requested due to a system issue that we are actively resolving. We are very sorry for this inconvenience please try again later". I reached out to customer service to find another way to pay my bill. I was informed that the options to pay would cost me an additional 1.55. I asked for this 1.55 to be credited to my account since the portal continues to be down and am not given any timeframe for this to be fixed.

  Business response

  02/26/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  I spoke with *** ***** on 2/23/24 and assisted her in logging into Manage Your Account from her home computer so she could pay her bill. She was attempting to log in through a work computer that had firewalls blocking the log in.
  
  She was satisfied with the resolution and has my contact information if she needs further assistance. 
  
   
  
  Thank you,
  
   
  ******** *
  
  Dominion Energy Ohio
  
  Customer Relations

  Customer response

  02/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill in December 2023 for $90.00, wrote a check for it on 12/01/2023 and mailed it in to Dominion Energy. January 6, 2024 I stopped payment on the check. On January 5, 2024 I got a bill from Dominion Energy for $180.00 which I paid by check and on January 11, 2024 it cleared my bank. Today 01/22/2024 I got a letter say that my service could be turned off if I do not pay the $90.00 from the December with a extra fee. I called Dominion Energy and my account is paid in full, no outstanding balance. I was told that I have to pay the $90.00 and fee which both will be credited to my account even though I have no outstanding balance. Why should I have to pay extra which will be credited to my account to be deducted from my next bill? My bill is paid in full and that should be it.

  Business response

  01/23/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello *******
  
   
  On 1-23-24 I spoke with *** **** and advised the account has been corrected.
  
   
  
  Thank you,
  
   
  
  ******* **
  
  Dominion Customer Relations

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sent a bill and told to pay or disconnect. Idk where this is from..idk why i am being charged this bill. I have had services for years and idk why this is happening. This did not show up on any credit report when I was consolidating my credit.

  Business response

  01/08/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
    *** ****** had an unpaid debt accumulated from multiple accounts. She previously had been set up on  PIPP and was dropped for not reverifying.  In 2018 she began service at a new address and the balance was not forwarded to her new account at that time in error.
  
  When *** ******  established new service again in 2023 the balance was forwarded to her active account. She contacted Dominion and was advised of the above and placed on a payment plan.
  
    The debt is in statute and owed by *** ******. I attempted to reach her on 1/4/24 and left a voice mail message. When she returns my call I will refer her for assistance to the Ohio Department of Development to reapply for PIPP.
  
   
  
  Thank you,
  
   
  ******** *
  
  Dominion Energy Ohio

  Customer response

  01/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I remember going to battle with them about this. Years ago i asked them to prove that this was my balance. They cant just charge someone any amount. I lived alone years ago no way this is my balance. They should send me a usage summary Not a balance bill..years ago they wouldn't remove it..they bullied me into taking payment plans i couldn't afford just to keep my gas on in the winter.i have sent letters to them about this. I spoke to an agent who removed this balance. They cant just charge me thousands of dollars without proof. They cant even send me that bill..they said these charges are from 2013. 

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  
  
  
   

• Initial Complaint

  10/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Customer service randomly sent a tech out to my house without my knowledge to switch out my meter I called them to get details they tried to tell me that I was the one that did it I never called never scheduled it online they told me they would shut off my gas if I didn’t switch out my meter then told me I’m not in jeopardy of meeting that timeline yet but they could if it came to that date . I scheduled a date that worked for me which was today for the hours of 8 AM to 12 PM and they never showed I called customer service and everyone in customer service is useless none of them should be employed they don’t help her answer questions just say if you don’t get the meter switched it could potentially get shut off and I told him I’m trying to get my meter switched and no one showed up. I told them this is not my fault this is your fault and they said it’s not their problem. They said techs are working until 12 AM and could show up by then I told them I don’t want someone out of my house at night I schedule it during the day so the meter could be switched while my kids were at school I was at home all day waiting for this person and they never showed I called back before closing they hung up on me then the last person a couple minutes before close said they were going to reschedule it for the next day 8 AM to 12 PM and as soon as it hit closing time he hung up the phone this is the worst company I have ever had to deal with their customer service speaks volumes of how they operate. If I was able to switch to a different company I would. I’ve never missed a payment never behind on a bill everything’s on auto pay this is ridiculous.

  Customer response

  10/26/2023

  CONSUMER FILED A SECOND COMPLAINT RELATED TO THE ORIGINAL. HERE ARE THE DETAILS:

  I called again last night twice for the meter change after waiting all day and no one showing for the 8am - 12pm scheduled time they told me keep waiting I called back right before they closed at 7pm as they instructed to reschedule the following day and they would ‘force it through’ for that time slot the first person placed me on hold as soon as I verified the account no warning so I called back and the second person said they would put it through as soon as it turns 7 o’clock he hung up the phone and I couldn’t get back through because the office was closed. I called back 7 AM this morning went through the whole situation again trying to get it scheduled for 8 AM to noon they told me it’s not possible to push the order through that it would have to be an all day order I told him I just waited at home all day yesterday and no one showed they better show today they said they can’t guarantee it. How can a company threaten to shut off gas to someone whose never missed a payment schedules meter services then change it and say I’m not at risk for shut off they just need to change the meter. The customer service for this company is THE WORST!!!! Everyone says something different from the next, no one does what they say they are going to do. I wish there was another gas company to chose instead of being forced to use this lousy company.

  Business response

  10/31/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
  

  Hello,
  
  The meter change was completed on 10-26-23.
  
   
  
  Thank You,

  
  Dominion Customer Relations

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello I am in the process of a move from Texas to Beachwood Ohio. I have rented the said address apt, started my electricity service etc. but when I called Dominion energy (*************** to setup a gas account, they took all the info, name, dob and SSN. And then the customer agent said, we cant open an account because you have an account freeze. An acct freeze applies to bank accounts and credit cards. Why is a gas company refusing to start a new account unless I unfreeze all my credits. They can see my credit scores and history. No one from rent leasing, insurance or electricity has asked me to unfreeze my credit freeze. I offered that I can present my state ID, passport ID and or other forms of identification to verify my identity… but the manager Carlos kept saying unfreeze your credit. That is the only way! My reasons for freeze are: My credit card had unknown charges twice last year, so I setup a freeze. Also my documents’ envelope from US dept of naturalization services had been opened up during mail service— although certificate was never removed. I met with a postal ******** who recommended I apply credit freeze. Since then, I have kept it so. I feel no one has the right to tell me to unfreeze my credit unless I am opening a new bank or credit card company.. Any help is appreciated. Thank you. ****** ******

  Business response

  10/25/2023

  Hello,
  
  ****** ****** contacted the company on 10-24-23 to start service. While verifying the customer’s identity through Experian it was determined that there was a freeze on her social security number.
  
  The freeze is a federal mandate and was placed by the consumer for their protection. ****** ****** was advised that she would need to contact Experian to temporarily lift the freeze before service could be started.
  
  On 10-25-23 I spoke with ****** ******. The freeze has been lifted. Service was placed into her name as of 10-25-23.
  
   
   
  
  Thank You,
  
  ******* **
  
  Dominion Customer Relations

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not FULLY resolve my question.

  In the past experian use to require a PIN no, to unfreeze, but now with my experian account it allows me a limited unfreeze or thaw, which I did for a day— I was not given a choice by Dominion, Im moving in next few days, and I had to have a gas acct!! 

  [Here is my question and which ******* was unable to answer. => How is it that I can rent an apartment, setup electricity acct with Illuminating company, get a job with Cleveland clinic— all three used my SSN to look at all my records and get the appropriate ID information they needed BUT a gas company wants me to unfreeze my account to confirm my identity? That can only mean they are presenting themselves as a Bank or Credit Card company, and Experian perceives it as not an ID check BUT as a financial account opening process? There has to be a problem in how Dominion Energy is approaching Experian. And forcing me to unfreeze my acct when I am merely opening a gas account is not acceptable.
  There is an internal processing issue with Dominion. And their agent said she was NOT able to answer my questions. If BBB cannot get an answer, please let me know… I will take this matter further up to a Federal Business agency. 
  However, I do appreciate how fast the response has been and if BBB had not gotten involved DE would never have followed up.]

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

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im the landlord for the property located under account # 2************* The tenant in the referenced unit moved into the unit in Jan of 2023. The tenant was supposed to call Dominion and transfer service in the tenant name. This never occurred. I received a bill and called Dominion to seek resolution. They provided a fax number i could send a copy of the lease to and I sent the fax. Now Im getting collection letters.

  Business response

  10/20/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  On 10-20-23  I called ******* ****** to advise this is a landlord/tenant issue. There is no record of the tenant contacting the company to request that the service transfer into their name.
  
   
  DEO will not accept a lease from the landlord to bill the tenant, however, the tenant can contact DEO and request to take responsibility  of the  service from 1-2023 to 8-2023.
  
   
  There was no answer a message was left on *** *******s voicemail.
  
   
  Thank You,
  
   Dominion Customer Relations

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We took possession of a home at *** ** ******* ** ** ******* *** in late September and went to Dominion's website to set up service. Part way through the process we got an error message that it couldn't be completed. So we tried again later in the day, got the same error message. Tried again the next day, got the same error message. Then a couple days later, we received two final bills. Apparently, the online system took our new accounts (and also canceled them). So we're getting multiple $42 bills for literally one day of service each. Tried calling to get it fixed. On hold for over an hour. The employee can't help us. This company is a NIGHTMARE! All we wanted to do is establish service ONE TIME, and their online system kept taking our attempts, then cancelling our attempts. It's ridiculous to think that the same homeowner would start and stop service at the same location multiple times in just a couple days. But that's what they're doing to us. We cannot get in touch with a human being to help us fix this.

  Business response

  10/10/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  On 10-9-23 I spoke with *** ***** and adjusted the accounts.
  
   
  
  Thank You,
  
   
  
  ******* **
  
  Dominion Customer Relations

  Customer response

  10/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
  A customer service manager at Dominion Energy called me yesterday afternoon. She acknowledged that the problem was on their end, and she made the billing and account corrections. We consider this to be resolved to our satisfaction. Thank you for your help.
  
  Thank you,
  
  **** *****

  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Contacted Dominion Energy regarding billing statement for period of time that I was no longer residing at a residential apartment community address. Dominion has no record of my call to terminate service as of 9/8/23. Dominion has sent me a bill in the amount of $41.70 and states I will be receiving another "Final Bill" as of 10/6/23. Dominion states that they received a change order for a new resident to move in to the address as of 10/6/23. I pleaded with Dominion to work with me to correct the billing issue, however they refused. I offered to have an Affidavit sent to Dominion directly from the Landlord in order to legally produce my move out date and dates of responsibility, however, Dominion was unwilling to work with me to correct the concern. I would like to receive a final bill with a termination date of 9/8/23. I am a Landlord myself and have worked with Dominion to correct accounts, yet, they are unwilling to offer me the same opportunity for some unknown reason. They have the ability and capability to correct the account but will not. They told me numerous times that if there was a record of my call, they could correct the account. This proved that Dominion has the capability to correct the account and still refuses to do so even if furnished a legal Affidavit.

  Business response

  10/06/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  Customers are responsible for service in their name until they request a turn off, and access is provided to the meter if the meter is inside, or service is transferred to a new party.
  
  In this case, *** ***** contacted DEO on 10/06/2023 to request that the company backdate the turn off as of 09/08/2023. There is no record that *** ***** contacted DEO prior to 10/06/2023 to request a turn off.
  
  As a one-time courtesy DEO will backdate the bill at the customer’s request.
   
  I attempted to reach *** ***** on 10/06/2023 to advise. I left a message to return my call.
  
   
  
  Thank you,
  
   
  Dominion Energy Ohio

  Customer Relations

  Customer response

  10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I appreciate DEO willing to work to adjust the billing at my request, which they have stated in their response to the BBB that they will do. However, please see the 3 attachments. Whoever made the adjustments on DEO's end has only credited the account on paper. This is unacceptable. On the new statement, it shows a credit of $41.70, however, a balance is now due in the amount of $83.40 which is double the original amount! Please Help!!

  DEO has failed to accurately adjust and correct the account as promised and is using sly, unfair, and dishonest business practices. This could be considered racketeering, which is illegal.

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Business response

  10/11/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
  The account billed in error for 42 days causing a final adjusted bill to be issued in the amount of $83.40. The companies intention was to rebill the account for 21 days instead of 42 days so that *** ***** would only be charged for one basic service charge. Upon receipt of this follow up, the account has been corrected. A new final adjusted bill will mail out on 10/10/2023.
  
  On 10/10/2023 I tried to contact *** ***** to advise of the above. There was no answer, a message was left on his voicemail to return my call on the hotline.
  
  

  Dominion Energy Ohio
  
  Customer Relations

  Customer response

  10/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have attached the revised October statement and payment that I completed for reference. The account should not be in satisfactory condition and I sincerely appreciate all parties efforts.

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

  
  

*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. ↩