Complaints

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:03/01/2025

  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.

  Yesterday(Feb.27,2025), I charged my *** i4 using Electrify Americas charging station. As a *** i4 owner, I am entitled to 30 minutes of free charging per session. However, after the first 30 minutes of charging, I noticed that I was charged an idle fee, even though the charging session unexpectedly stopped after only about 10 minutes. And I was in that car. There was no notification from Electrify America about the session ending early, yet I was charged without any explanation.When I reached out to your customer service team for help, they refused to take responsibility and failed to resolve the ***********, I attempted to charge my car again at a different Electrify America station located at *********, and the situation became even more ridiculous. The charging session stopped automatically after only 4 minutes, and once again, I was charged an idle fee. Especially I checked the app, it showed that the car would be fully charged by 16:15 .When I called customer service, they blamed my cars settings, claiming that my *** might have a charging limit of 85%. This is completely false my car still had 91% charge yesterday, and my *** i4 has no charging limit and can charge up to 100%.It is evident that Electrify America is charging unjustified fees and providing inaccurate information. Despite being told that a supervisor would call me back within an hour, no one followed up. When I called again, after being kept on hold listening to music for more than ************************************************************************ the same day and yet, no one ever did.

  Business Response

  Date: 03/12/2025

  Please see the attached response from Electrify America.

• Initial Complaint

  Date:02/26/2025

  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.

  Electrify America has 4 flaws in normal operations that charged me unfairly.1. Charges session penalty when problem is in their hardware 2. Unable to terminate subscription in app 3. Unable to terminate membership and charges in app, email, and via phone call 4. Unable to resolve issues via phone; pushed to email that is unreliable

  Business Response

  Date: 03/03/2025

  Please see the attached response from Electrify America.
  

  Customer Answer

  Date: 03/04/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22993494
  
  I am rejecting this response because:
  

  Electrify America has 4 actions in its customer service process that is designed to take money from clients.

  1. Electrify America (EA) has phone record of the failures at its charging station, yet failed to acknowledge its role and continues to penalize its customers for its errors. Though mere $2.40 this time, this practice multiplied by all sessions ** has charged its customers for its errors is unacceptable.

  2. Even with acknowledged receipt of request of termination of membership, ** claims a nonexistent email it claims to have sent 3 days later but was not received, suffices it's continued charges for its membership.

   

  3. ** has intentionally made it's user interface obtuse and misleading so that it can benefit from charging monthly subscription.  Each month I received its notice that ** had already taken $7 for a subscription I was unable to remove my account from, in a membership I had already requested to be terminated in writing, has been another source of unfair revenue that ** has benefited, times multiple customers EA has done this to.

  4. ** has not only taken $2.40 from my **** card against my wishes, it has continued to keep about $10 from my **** even after written request for termination and refund; EA continued to take $7 per month since Christmas and holidays that had my attention elsewhere.
  

  I am afraid that the only satisfaction a client can get, is how much lawyer time EA spends responding to these complaints of failures in its customer management processes.

  
  Regards,
  
  **** Son
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/23/2025

  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.

  Electrify America did not honor its complimentary charge from my last complaint. There is no record per their employees and I had problems charging at a working chademo charge station. For some reason it just charged me until 4.00, when I had 7.00 on the account. I the. Had to load more money, which makes no sense because I should have complimentary charge on file. I now seek two complimentary charge vouchers and for there to be a record of it on file.

  Business Response

  Date: 02/27/2025

  Please see the attached response from Electrify America.

   

  Customer Answer

  Date: 02/27/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22980038
  
  I am rejecting this response because: I have no clue what theyre talking about. I have one account and the one account I called about and reported. Theyre not telling the truth. Additionally, they keep repeating the same garbage that takes up two pages versus answering the question. I would like a VP to contact me.

  Thank you.
  
  
  Regards,
  
  ********* *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/20/2025

  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.

  Plugged into charger and put in phone number to receive notifications regarding charging. Did not receive a notification when charging ended. Was inside the building and couldve come out to stop it. Was erroneously charged $26 for idling.

  Business Response

  Date: 02/27/2025

  Pelase see the attached response from Electrify America.

• Initial Complaint

  Date:02/15/2025

  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.

  I was over charged numerous times on multiple dates. July 4th 11:52pm $10, 11:52 $10/ July 12th 12:45am $10, 1:14 am $10/ July 16th 10:43pm $10, 11:07pm $30/ July 20th 9:47am $10, 9:56am $10, 10:05am $10/ July 22nd 12:54am $10, 1:03am $10, 1:18am $10/ July 24th 5:32am $10, 5:43am $10/ October 24th 4:55am $10, 5:21am $10/ October 26th 6:50am $20, 7:07am $10/ October 27th $20/ October 30th 6:51am $20/ October 31st 8:16am $10 8:54am $10/ November 2nd 2:34am $10, 3:08am $10, 6:24am $10, 6:35am $10/ November 4th 9:10am $10, 9:36am $10/ November 5th 12:36am $20, 1:22am $10, 6:57am $10, 7:11am $10/ November 7th 5:51am $10, 6:41am $10/ November 8th 3:55am $10, 4:05am $10, 9:53am $10, 10:17am $10, 10:30am $10/ November 9th 8:07am $10, 8:30am $10/ November 10th 2:30am $10, 3:12am $10, 7:27am $10, 8:19 $10, 1:35pm $10, 2:16pm $10/ November 11th 10:02pm $10, 10:28pm $10/ November 12th 7:45pm $10, 8:18pm $10, 8:28pm $10/ November 13th 8:17am $10, 8:44am $10, 3:23pm, 3:39pm $10/ November 16th 12;48am $10, 1:07am $10/ November 18th 2:07am $10, 2:31am $10. 1:57pm $10, 2:35pm $10/ November 24th 1:23pm $10, 1:54pm $10/ November 25th 1:01am $10, 1:21am $10/ November 26th 8:03pm $10, 8:39pm $10, 8:55pm $10/ November 29th 9:43am $10, 10:12am $10/ December 1st 6:57pm $10, 7:10pm $10/ December 3rd 1:13am $10, 1:41am $10. All of these dates and times that I'm being over charged. I had their monthly membership for $7 which cut out a lot of the cost supposedly but that's not what I'm seeing. And when you have an account with them you have to link your debit card to your account so they have access to my card. I haven't found a way to get in touch with this company. All I know is that I need to be reimbursed my $840 that I was over charged for. And most of these charges were during the time my mother passed away October 15th 2024 so I was taking care of her arrangements and this money was going towards her services.

  Business Response

  Date: 02/19/2025

  Hello,

  Pelase see the attached response from Electrify America with regard to Complaint ID ********.
  

• Initial Complaint

  Date:02/05/2025

  Type:Product 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.

  I used an Electrify America charging station on 2/1/25 with the session ID ********. This was my first time using an Electrify America charging station and the charger said it was operating before I walked away. It later turned out that for whatever reason, the charger stopped charging a minute after I walked away and my car did not receive a charge. Despite this, I was charged $17 for the session for "idle" time at the station. I received no notification that the ******* had stopped charging, so there was no way for me to know that there was an issue. I subsequently called their customer service to refund the charges once I did return to the car since it made no sense to charge me. The customer service *** I talked to reviewed the case and agreed that I shouldn't be charged and told me I would be given a refund. A day later, I received an e-mail that I would not get a refund because the case had been reviewed and I wasn't owed anything. This despite the fact that the person I actually spoke with agreed with me and had already offered the refund. In effect, the company stole $17 from me as I received absolutely nothing for this money and they refuse to give a refund.

  Business Response

  Date: 02/07/2025

  February 7, 2025
  
  Dispute Resolution Team
  ************************ serving *******************
  and ********************
  *************************
  *******************-3404
  
  VIA BBB Portal
  
  re:       Response to Complaint ID ********
  
  Dear Dispute Resolution Team:
  
  Electrify America, LLC, (Electrify America or the Company) is in receipt of your correspondence dated February 5, 2025, under the above-referenced file number and the related complaint regarding Complaint ID ******** (the Complaint).  We will refer to the person that made this complaint as the Complainant.
  
  Electrify America is a coast-to-coast electric vehicle (EV) charging station operator and as part of its services, offers customers direct current (DC) fast charging services for EVs. The Company is currently the largest open DC fast charging network in the ***** and is investing more than $2 billion in Zero Emission Vehicle (***) infrastructure, education and access. The investment will enable millions of Americans to discover the benefits of electric driving and support the build-out of a nationwide network of ultra-fast community and highway chargers that are convenient and reliable. Electrify America expects to have more than ***** total charging stations with over ****** individual chargers in ***************** and ****** by 2026. During this period, the company will be expanding to 49 states and the ********************, supporting increased *** adoption with a network that is comprehensive, technologically advanced and customer friendly.
  
  *********************** portfolio of charging stations around the country is still in its early stages[1], and is growing rapidly[2].  As part of Electrify Americas commitment to provide customers with a quality charging experience, Electrify America maintains a comprehensive maintenance and management program for its EV charging stations, and monitors charging stations through a number of channels.  Electrify America maintains a *************** which operates 24 hours a day, 7 days a week, 365 days a year to provide Tier 1 support for customers. Additionally, and importantly, the ************** has linguists available to respond in 240 languages and dialects if the customers first language is not English. 
  
  Electrify Americas ************************ is staffed by engineers around the clock to respond to technical issues and dispatch maintenance to the stations, if needed. Electrify America has engaged a third-party maintenance and repair vendor to perform routine, regular,pro-active campaign, and emergency maintenance to help keep the charging stations operational.  Lastly, the Electrify America network is proactively monitored through a backend software system to ensure the Electrify America chargers are online and available for customers, and if issues occur, technical assessment is conducted promptly and escalated to the appropriate channel for diagnosis, response, and repair. 
  
  The Complainant broadly says they started a charging session, walked away, and after one minute, the session stopped. Then, they were billed for idle ******* is important to note here that the Complainants credit card was declined, resulting in the session stopping. The Complainants desired resolution is a refund of $17.00.
  
  Electrify America refunded the idle fees billed back to their Electrify America wallet on February 7, 2025 in the amount of $16.40. The refund has been provided as a goodwill gesture and without obligation to do so.
  
  Electrify America takes the Complainants allegations seriously, and is committed to bringing a quality charging experience to its customers.  The Company continues to work hard to provide maintenance and any necessary repairs to help keep the charging stations operational.    Should the Complainant have any further questions or any specific problems, they should please contact the Electrify America ************** 24/7/365 at **************.       
  
  
  
  [1] Electrify America opened its first charging station for public use on May ******. (**********************************************************)
  [2] As of May 2, 2022, Electrify America has roughly 800 stations, or ***** individual chargers, open or with construction completed and awaiting commissioning.
  (***********************************************************)

  Customer Answer

  Date: 02/12/2025

  [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

  Date:02/04/2025

  Type:Product 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.

  I purchased a subscription plan where I pay a monthly fee to get a discount on the per kwh charging price. However, 1) they did not prompt me to make this new plan the default plan. Instead they left an expired plan active/default on my account, by which they continued to charge me the full, undiscounted price. They marketed that if I sign up of this subscription plan, I'd get a discounted price. But I did not. (They blame me for not following the "terms and conditions", but "terms and conditions" is not to be considered a user guide, and good software should default to using a new plan I paid for.) Further, they refused to make this right by refunding the difference once I pointed out this error in their software. 2) I left the country for an extended period, so I wanted to cancel my monthly subscription. The only way to cancel is by logging into their app. But, their app does not allow me to login while out of the country. I called their customer service, but they were also unable to cancel my subscription. Nor were they able to refund my charge. They said only a person physically within the ** can log in to the app and cancel a subscription. They will continue to charge me a monthly fee for a subscription which I can neither use, nor cancel, until I am able to return to the **.

  Business Response

  Date: 02/13/2025

  Please see the attached response from Electrify America.

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Their response is the minimum I would have expected from their **************** Agent. I'm not sure why their agents were not able or capable of downgrading a plan when I called in. And I see no commitment from them to make that so in the future. 

  Since I'm out of the country, I have no way of logging in to my account and confirming any of the remedy they offer. I'll have to take them on their word here. I still don't understand why one can't login to their account out of the **. I do understand why charging would not be initiated outside the country. But those two items (account management vs charging usage) can easily be separated and allowed or denied based upon location. 

  I disagree with their statement that the app requires me to accept a plan before proceeding. I opened the app, selected a station, and swiped to start charging. It did not make me select between plans before proceeding to charge. It simply defaults to the plan previously set as default. And the app made no attempt to replace or prompt me to replace my default with the new plan when I purchased it or at any time while it continued to use a plan that charged higher rates than a plan I had actually purchased. They also do not acknowledge this to be a problem that it is. 

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

• Initial Complaint

  Date:01/25/2025

  Type:Sales and Advertising 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.

  I have an electrify America account and the service is poor. Twice I had to get towed in two weeks because their chademo ports were down. The customer service will not get a manager and not help full. Furthermore, theyre not updating repair locations online.

  Business Response

  Date: 02/06/2025

  Please see the attached response to Complaint ID ********.

  Customer Answer

  Date: 02/06/2025

  [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.  While, the totality of their response is not true, for example it was not in the app or online the session was down. And, there are no technicians in sight or available to come out. However, I will accept the goodwill session because it covers the monthly fee costs. 
  
  Regards,
  
  ********* *****
  
  

• Initial Complaint

  Date:01/23/2025

  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.

  This complaint is about Electrify Americas unjust revocation of my premium charging pass under the 2022 ID.4 Charging Plan.The 2022 ID.4 Charging Plan provides Volkswagen ID.4 owners or lessees with three years of complimentary charging sessions, each allowing 30 minutes of DC fast (CCS) charging or 60 minutes of Level 2 charging. I am in the second year of my lease and have been using this benefit as intended.The issue arose due to an error in the Electrify America app, which mistakenly attempted to apply the pass when charging my other electric vehicle (EV). I own two EVs and frequently use the same Electrify America station. The stations screen indicates it is verifying the car, which led me to believe that the system ensures the pass is applied correctly. However, due to what appears to be a backend issue with the app, this was not the case. This error is beyond my control and does not constitute misuse of the plan.Despite multiple attempts to address this with Electrify America, they stated their decision to revoke the pass is final, without providing any evidence or reasonable justification. Their communication has been unprofessional and dismissive, as I sought resolution in good faith. Additionally, I was not notified of any issue prior to the revocation. I discovered the issue only when the pass disappeared from my app and reached out for clarification.I have email records showing my efforts to resolve the matter and Electrify Americas refusal to cooperate, which I can provide upon request.Electrify Americas handling of this matter has caused significant inconvenience. Customers should not be penalized for issues stemming from system errors. I expect fair treatment and a resolution aligned with Electrify Americas commitment to excellent customer service.

  Business Response

  Date: 02/05/2025

  Please see attached response to this complaint. Thank you.

  Customer Answer

  Date: 02/05/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22848868
  
  I am rejecting this response because:
  
  I am writing in response to Electrify Americas (EA) reply regarding my complaint. Their response fails to acknowledge their own responsibility in this matter and instead places the blame entirely on the customer for an issue rooted in their own flawed system.
  
  Electrify Americas charging system is designed to verify the vehicle before applying a premium offer, as indicated on the stations screen. The companys failure to properly verify the vehicle before applying the Volkswagen ID.4 Charging Plan is a systemic failure on their part, not a misuse on my end. Their response conveniently ignores this crucial point.
  As a customer with multiple EVs, I am expected to rely on their verification process. However, Electrify America's app and charging stations failed to differentiate between vehicles, improperly applying my premium benefit. If their system is incapable of ensuring that the correct vehicle is being charged under the premium offer, then ** is penalizing customers for their own technological shortcomings.
  
  At no point did Electrify America notify me that their system was erroneously applying the premium benefit to another vehicle. If ** identified what they claim was "misuse," they had an obligation to:
  Provide a clear warning that the pass was being incorrectly used.
  Offer an opportunity to correct the issue before permanently revoking the benefit.
  Present verifiable evidence of any alleged misuse before taking action.
  Instead, Electrify America retroactively blamed the customer for their own apps failure and took unilateral action without due process. This is unfair, unprofessional, and demonstrates a lack of accountability.
  
  It is evident that ** is unable to properly manage their own backend system and customer verification processes. This issue stems from a fundamental flaw in their software, backend infrastructure, and customer communication protocols. Instead of addressing these deficiencies, ** chooses to penalize customers. This raises concerns about their ability to manage a nationwide charging network effectively.
  Requested Resolution
  Reinstate my Volkswagen ID.4 Charging Plan, as there was no intentional misuse or fraudulent activity on my part.
  Ensure proper verification of vehicles before applying premium benefits to prevent this issue for other customers in the future.
  Provide evidence of any supposed "misuse" that was intentional or fraudulent, rather than blaming customers for *** own technical shortcomings.
  Electrify America's failure to address its own internal problems, including but not limited to backend software failures, verification issues, and customer satisfaction practices, is unacceptable. I urge the Better Business Bureau to recognize *** lack of responsibility in this matter and ensure they are held accountable for these unjust actions.
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:01/22/2025

  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.

  On January 4, 2025, I drove my Mercedes EQE SUV to ELECTRIFY AMERICA's charging station in ********, **********, for charging. After making sure that the charging head was correctly inserted into the vehicle charging port, I returned to the car and waited. The vehicle can be charged normally at first. But after five minutes the charge was cut off and I tried to pull the charging head out and plug it back in but I couldn't. The charging head is stuck in the charging port. I called customer service for help and after following all the instructions, the problem was still not resolved. Eventually, Electrify America sent a service personnel to the scene to forcibly pull out the charging head. The charging port of the vehicle was badly damaged and could no longer be charged. The service personnel at the scene said that the reason for this problem is that the charging head itself is damaged or there is substance inside it. ******** dealership's repair center quoted me about $3,700 to repair the damage to my vehicle. Electrify America is responsible for this incident because they should ensure that the product they provide is complete and safe.

  Business Response

  Date: 02/04/2025

  Please see attached response to the complaint. Thank you.

  Customer Answer

  Date: 02/05/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22844824
  
  I am rejecting this response because: ** didn't state in their response why the charger was irrelevant to what caused the damage to my vehicle. I have contacted the manufacturer of the vehicle regarding this matter. The manufacturer has stated that the incident has nothing to do with the parts of the vehicle itself and has given a reason for this. The cause of the damage to the vehicle's charging port was a poor contact between the vehicle's end connector and the charger match. The charging port had been protected by a protective cover since the last normal charge and the vehicle had not been involved in any collision. Therefore, the charging port could not have been damaged and should be in the same condition as during the last normal charging. The cause of this problem is that the structure of the charger terminal connector has been damaged.
  
  
  Regards,
  
  ********* ***