Columbia Gas of Virginia Reviews (%countItem)
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Columbia Gas of Virginia Rating
Address: 25 Blue Bird Lane, Buena Vista, Virginia, United States, 24416
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This is a blatant violation of my rights as a customer simply because someone deems my payment record to be unsatisfactory to the standard of Colombia Gas. Is this the criteria by which customers are valued?
My service has never been terminated, nor do I have one reconnection fee associated with my account. I have late payments, and even termination notices, but that is what makes me a customer.
I asked yesterday to escalate this to a supervisor and was told that someone would call me before the close of business, unfortunately, I never received a call.
Furthermore, I would like to have a conversation with someone about the unintended burden that this requirement superimposes on customers like myself, who may have other financial obligations to balance. Policy without heart only inflict cruelty, and I am sure that is not the intent of Colombia Gas.
I intend to escalate this to the highest level possible until some reasonable recourse is achieved. And so, I look forward to having a civil conversation with someone who can shed some light on the intended outcome for this security deposit requirement.
Alas, the first we did not notice any bills from Columbia since we pay via e-bill and also the letters are not marked in any way to alert us that they are not yet another mail flyer for level billing scheme that Columbia have a particular vehemence in sending at frequent intervals. The phone line was, unfortunately, a land line that we abandoned some time ago because we never used it. The emails, alas, went into the morass that is my wife's email account flooded with spam emails.
Now, arguably given the three types of contact attempt Columbia have done their part to alert us to the past due balance. However, I'd like to assert that none of these modes of contact elicit a positive confirmation that we have received the bill and are akin to the tree falling in the forest when there's no-one to hear it. Rather, taking Columbia's view of it,we as good customers of Columbia for the past 16 years have suddenly decided to not pay our bills at - suspiciously - the precise time when Columbia stop sending e-bills through Bank of America. Instead of sending a noteworthy and not junk mailing with, perhaps, a needed signature through USPS, Fedex, UPS or whoever, they have decided instead to punish us in the month of January in sub-freezing temperatures by cutting us off. I am happy to pay, have demonstrated a willingness to pay over the past 16 years, and they don't want to positively confirm my novel unwillingness to pay? In January?
So, the upshot: I have happily settled the account owing, however, I have been stuck with a re-connection fee, another expedited re-connection fee for today, a $625 fee security deposit across the next three monthly payments, and am now waiting for the hapless technician who, presumably, cut me off this AM to re-connect me and re-light all the pilot lights around the house all in the time of COVID.
A registered letter ($12.80) would have stopped this train of events in their tracks. Presumably, I would have been stuck for the capture of that cost but OK.
We travel often. If this had been a week when the house would have been unoccupied the pipes would have frozen leading to tens of thousands of dollars of unnecessary damage for want of a positive confirmation of bill receipt at a time when Columbia has knowingly changed the way they bill, I am guessing, thousands of other customers. It boggles the mind. It is one thing to cut off without advance notice something like the internet but utilities like electricity, gas, and water are really kind of essentials in the depths of winter.
This is unethical corporate practice and I shall be writing a similar complaint to Columbia, the Virginia SCC OAG and, possibly, my local Congresswoman.
On Thursday Jan 2nd, 2020 my family and I got home to see a Gas shutoff letter on our door. Columbia Gas of Virginia came and shut off our gas which is used for our house heating, hot water tank and stove. We called the emergency# they provided to pay the amount they requested to turned it back on but we were told by the operator that we must called in the morning to do that. I told the operator that we have little ones in the house but to no avail. So my family (our two young kids, plus a six year old and a baby) we turned on our potable heater in the living room with lots of blankets and slept there together. Very early in the morning my husband called them to make payments so they can come that morning and turned the Gas back on because we have very young kids in the house plus a baby he told the representative on the phone. But after the payments were made they told my husband that they cannot come to turn it on until Monday so that means we will have to stay in the cold house with the kids throughout Friday and the weekend. My husband keeps telling them that we cannot stay in the cold house like that and they have to come and turn it back on because we have a baby and young kids in the house but Columbia Gas told my husband in order for them to come out that Thursday to turn it on he must pay additional $*** if not we will have to wait until Monday. So my husband went ahead and paid the additional charges of $, then they said it's going to be between 8am to 4pm window time frame for them to come out to turn it on. This is morally insane and unethical, they're only in business to make money but does not have any moral and ethical values to see themselves through the customers eyes and what they might be going through at that moment. They're very heartless and very wicked and their actions are sickening. So disappointed to see this kind of behavior from them. I would not wish this experience on any other hardworking and a Patriot family in America. God bless you you all and God bless America!!!
We need more information from the customer (account holder name, account info, address) in order to do some research and properly respond.
The customer can contact us at [email protected] and provide this needed information.
It should be noted, our fees charged for reconnection and rush reconnection are based on our tariff (https://www.columbiagasva.com/docs/librariesprovider10/rates-and-tariffs/virginia-tariff.pdf?sfvrsn=31).
My gas service was shut off during the cold winter month of December. Gas is the only resource to heat my home. I paid the disconnection fee and re connection fee. Once paid, Columbia Gas stated they will not be able to come out until 24 hours. I pleaded with them to reconsider. Not only did I pay full my bill and reconnect fee but I also have a newborn baby. My house is very cold even when the gas is on 70 degrees. Columbia gas informed me if I pay and additional $*** they will come out today.
I was livid. Columbia gas has shut off my gas even when the bill was less than $*** and make me pay the re connection fee every single time. I feel like they are cutting people gas off just so they can get extra money with the re connection fee. The attempt they made to alert me my bill was disconnected was the disconnection. Not having my gas on after I made payment should be illegal and unethical. This company has unethical business practices and should be shut down.
In response to the complaint, we investigated Ms. history with Columbia Gas. In the past three years, she has been disconnected seven times. The fee has been waived in the past as a courtesy. Additionally, payments have been sporadic. She currently receives a paper bill which has never been returned due to wrong address, etc.
For this last shut off, six phone calls were made to Ms. regarding payment of her bill and to notify her the gas would be disconnected. She was shut-off 12/09, made the required payment later that same day and was scheduled for and restored the next day 12/10. She was advised of the additional $*** priority fee if she wished for service to be reconnected sooner than the next business day, and she declined. There still is an outstanding amount on her account for gas usage, which is due by 12/17/19.
Based on her past history and multiple attempts to inform her of her account's status, we do not agree that any more fees should be waived at this time. There are multiple agencies which may be able to assist Ms. with her heating bills if she qualifies. We encourage her to contact the *** to inquire what options may be available to her.
The termination of service for non-payment along with the timing of reconnection is in compliance with Columbia Gas of Virginia's tariff which is available at columbiagasva.com on the Regulatory page.
Yesterday, Dec.27, 2018 Columbia Gas sent me a message that they were doing an inspection of their gas lines that might have rusted and leaked. I was in the hospital and came home around 4:30pm and found that they had cut off my gas to heat my home. I called them and they said the gas leak was in my house. I asked them to send an inspector and he could not find a leak in my house, but refused to turn my gas back on. I subsequently called HVAC contractors thru the night to have someone help me. A company showed up with 2 technicians who charged me $*** and told me the leak is Columbia Gas problem because there is sediment in the gas line. I have a credit of over $*** with Columbia Gas because I have added $*** each month to my budget plan in anticipation of a cold winter. That means Columbia Gas has over $*** of over payment from me at this time. I called Columbia Gas several times telling them that I needed my heat and that my house was now below 40 degrees and that I am a disabled senior. Columbia Gas has refused to restore my gas connection where I shall have heat. They say that I have to fix the sediment in their gas line. The contractors say they cannot clean the gas line into my home because that is not their responsibility. Columbia Gas says that they will not even look at my gas line until Jan. 4, 2019. By then, my water/sewer lines will have frozen, my animals will have died, and my property will no longer be habitable. I believe this is elder abuse, because I have my usage records, and my bills have been paid, and a credit of $*** is on my Columbia Gas bill. Further, I had the contractors talk directly to Columbia Gas and they were hung up by the gas officials. When I talked to Columbia Gas, they laughed at me and said too bad, and that maybe I would get a credit after I died of carbon monoxide poisoning while trying to stay warm in my car. I said I wanted to change gas companies and they told me that I could not change companies - I guess they have a monopoly. All I want is my heat restored, and a credit to my $*** over payment. I also want to be able to have a gas company that is responsible, ethical, and safe. They never did dig up their rusty pipe line leading into my house - no soil was disturbed. The notification then was a lie because that is why they were supposedly on my property. Is the pipe into my property rusted, I think it is, because I painted the meter this summer that was total rust. The original Columbia Gas pipeline into my house was installed in 1963 when the house was built. No repairs have ever been made since 1989 when I purchased my home. This company is responsible for the potential of my house blowing up from their rusty pipes dating to their own records of 1963.
Columbia gas allowed my landlord to disconnect my service to allow him to take over and establish an account for him with out my knowledge or consent. Now he told them to disconnect his service forcing me to have to make a *** deposit that I don't have before they will make me a new account. It is 5 days from Christmas, in the middle of winter, with a house full of disabled people including my dad who has ***. I asked Columbia how can someone just have my service disconnected and open someone else's while I'm still living in the house and they told me that unfortunately anyone can do just that and I'd have to pay the ***.and he is having his service disconnected tomorrow.
All customer interactions are recorded for accuracy and training. As such, we were able to pull the calls for this situation to determine what occurred. Based on those calls, Columbia Gas acted accordingly.
An applicant can call in at any time requesting to take responsibility for gas service at any address. Ms. landlord called in on 09/21/18 and requested to transfer the gas service into his name. The transfer of billing was completed on 09/24/18, taking service out of Ms. name and into the landlord's name. During one of multiple calls between Sept and Dec 2018, the landlord indicated he requested this be done as he was in the process of evicting the renters.
Regarding the deposit, Columbia Gas complied with the *** regarding security deposits applicable to customers taking service. Based on past consumption and billing history at this address, the deposit requirement was justified. Although, Ms. bill was paid in full on 10/29/18, there was a history of collection efforts for non-payment of account arrears and Ms. Polite is therefore considered a credit risk. Ms. Polite was referred to local charities for possible assistance with payment of the security deposit.
Gas service was transferred back into Ms. name on 12/21/18 and at no time was the residence without service.
Complaint Detail / ProblemComplaint Type:Customer Service IssuesselectProblem:I have already complained about this particular case and my ID# is *** and I received a reply from the Revdex.com with the company's reply. Columbia gas is responding stating fair practices which I do not agree with. If they allow anyone to assume anyone else's gas account, I feel that the account holder should at least be notified which they did not contact me. Months went by and I didn't know my account had been closed, and if the account holder contacts Columbia gas and makes them aware of the problem then I feel the security deposit should be waved because it's at no fault of mine. And I should at least be treated with understanding of the false reposetion, instead of speaking of my account history of financial hardships after I had been out of work sick. Also it's a lie about my residence not being without service because the very next day after I paid the required deposit, there was a technician that came and disconnec, not switch, my service and if my dad who by the way is elderly and has ***, had not been sitting outside on the porch the service would have been disconnected. And I wouldn't have known until at night when the heat is supposed to come on, or if all of the hot water that was still in the heater had cooled. Fortunately my dad came and told me and I was able to catch the technician before he drove off and after going back to his truck for about 5 minutes to verify my status, he came back to my door and told me that the representative intered a reconnect date of December of 2019. I cannot understand such disregard for human beings who by the way all of the people who reside here is disabled, but because of my dad's *** I do my best not to expose him to the issues that will and does set him off.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I want Columbia gas to wave the *** security deposit that has been imposed on me at no fault of mine. And perhaps contact account holders before letting anyone access their account, and verify. Now I will not qualify for energy assistance because I cannot prove the account being in my name during the required time period.
I MOVED FROM THE ADDRESS BACK IN APRIL 2017. I HAD RECEIVED A REFUND CHECK FROM COLUMBIA GAS OF *** FOR $***. IN THE PROCESS OF MOVING I MISPLACED THE CHECK SO BY THE TIME I FOUND IT 180 DAYS HAD ALREADY PASSED, SO I CALLED THE (877) NU,BER THAT WAS ON THE CHECK AND I WAS TOLD TO MAIL IN THE CHECK WITH A LETTER STATING MY NEW ADDRESS AND A REPLACEDMENT WOULD BE SENT IN 10 DAYS OF THEM RECEIVING THE STALE DATED CHECK.
THE ADDRESS ON THE CHECK: COLUMBIA GAS OF *** (877) 629-6286
CHECK DATE 05/17/2017 CHECK #*** I HAVE MADE SEVERAL ATTEMPTS TO CHECK ON THE STATUS, SPOKEN TO SUPERVISORS WHO SAID MY CASE WAS ESCALATED TO THE PAYROLL PERSON THAT ISSUED THE CHECK AND I AM STILL WAITING. I CALLED YESTERDAY TO SEE IF I COULD SPEAK TO A MANAGER AT THIS TIME AND WAS TOLD THAT THEY ARE BUSY, SO I GOT NO WHERE ONCE AGAIN. I ASKED IF THEY HAD A COMPLAINT HOTLINE AND I WAS TOLD THAT THE NUMBER I DIAL (800)543-8911 IS WHERE YOU MAKE YOUR COMPLAINTS TO. I HAVE BEEN VERY PATIENT AND UNDERSTANDING IN REGARDS TO THIS MATTER, AND SEE NO OTHER RESOLUTION BUT TO CONTACT THE Revdex.com TO SEE IF THIS MATTER COULD BE RESOLVE.
We have been trying to reach the customer to confirm their address. An email was sent on 12/17/18 with no response as of 12/26. Calls to the number provided in the Revdex.com complaint have not been answered and there is no voicemail set up to leave a message. The customer provided an address through the complaint and we have a different address listed in our system. The check is waiting to be reissued but we want to verify where to send it. If we do not hear by Jan. 7, 2019 we will send the check to the address listed on this complaint.
Monique F
Columbia Gas of
I was on the phone with Walin Atkisson this afternoon before my phone service connected started acting up, who informed me that I needed to send an email to the ***, in order to open up the close case to have Columbia Gas send the refund check to my new address in the state of *** and not ***.My complaint was at the services rendered in *** when I was a residing in that state, but now have moved to ***.The address I have given to Columbia Gas should reflect:
A check was issued on 12/28/18 for the amount of $*** to Ms.. The check number is *** and was mailed to the address requested by Ms. (updated address per her request through a call to our customer service number). The customer should have the check by now.
[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.]
Revdex.com:
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: [email protected].
Regards
About 2 months ago we fell behind in our gas bill and received a disconnect notice. I had came up with a payment plan to pay this before it would be cutoff. I thought I had until Monday and planned to make the payment on Friday (scheduled cutoff) (past due was less then $***). But the gas cutoff was that Friday and when we got home it was paid in full that Friday afternoon along with a security deposit of ($*** instalment payment), $*** (reconnection fee), to get the gas reconnected on Monday an additional $***. Or we would have to wait three to four days to be reconnected. If we needed a pilot Lite additional $*** (Total $***) paid that day. Not including monthly installments of ($***) (Total Security Deposit $***).
Continue to receive Collection Notices for ($***) that we already paid monthly. We call Columbia Gas of Virginia to avoid this to happen to us again. We are told that their collection system is generating this notice and they have corrected this issue, but this notice continues as of 08/16/2018.
This is an unfair practice that Columbia Gas of Virginia is taking advantage of it customers, being out of service for and additional fees when patrons have unfortunate hardships. This type of practice creates more hardship and stress.
We had some unexpected medical bills and at the same time the veterans administration had cut my disability by %. Recently got the bills paid and disability restored.
Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr. experience with Columbia Gas of Virginia. It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.
On 05/18/18, Columbia issued a termination notice for nonpayment of $*** arrears; termination date 06/01/18. The customer did not contact Columbia to inquire how to avoid termination of gas service nor was the customer on a company issued payment plan. The gas service was terminated on 06/15/18 for nonpayment of $*** arrears. Later that day, the customer contacted Columbia for an amount to restore. Columbia advised the customer to pay $*** which consisted of $*** account arrears, $*** reconnection fee, $*** pilot light fee, and $*** security deposit installment; then the remainder of the security deposit would be billed at $*** on the 1st and 2nd billing after the service was restored (total security deposit is $***). Columbia advised they were willing to bill the reconnection fee of $*** per the customer's request for a lower restoration amount. The customer made a payment in the amount of $*** to cover the account arrears, security deposit installment, and the pilot light fee to restore services and the reconnection fee was billed. Columbia attempted to schedule the order for Wednesday, 06/20/18, however, the customer requested to have the service restored the same day. Columbia explained it could schedule the reconnection order for Monday, 06/18/18 with a priority fee of $*** that could be billed. The customer accepted and the order was scheduled for 06/18/18. On 06/19/18, Columbia issued a separate bill in the amount of $*** for the priority fee. On 08/02/18, Columbia issued a collection notice for the $*** priority fee. On 08/07/18, the customer contacted Columbia and made a payment in the amount of $*** for the priority fee. In error, Columbia processed the payment to the incorrect account number resulting in the $*** payment being applied to the customer's gas bill rather than the priority fee bill. A 2nd collection notice was issued on 08/16/18. On 08/22/18, the customer contacted Columbia to inquire about the collection notice and to advise the $*** payment was made on 08/07/18. Columbia realized the error and transferred the $*** payment to the correct account.
All of the fees Mr. was charged are in Columbia’s tariff and are approved by the Virginia State Corporation Commission. If Mr. is unable to pay his bill, Columbia is willing to set him up with a payment arrangement to avoid disconnection. This fact was included in his termination notice sent on 05/18/18. Additionally, there are energy assistance programs available to Mr. if he is interested. Please go to https://www.columbiagasva.com/billing-payment-options/energy-assistance for more information.
Please let me know if you have any questions or concerns.
Sincerely,
Kristine R
Manager – Communications and Community Relations
This is undoubtedly the worse utility company that I have ever worked with.
First off, I haven't paid a utility deposit since I was 19 years old. Annoying, but okay.
Secondly, I have to fax or email in a copy of a photo ID, then wait two days and hope they haven't lost or misplaced the document. It's been over two days, and in spite of my personal verification of the document's receipt, Columbia Gas can't find the document.
This company is stick in an early 1990s time warp. Plus they don't have offices in Virginia where this would take 20 minutes. I'd have to drive to Pennsylvania, which as this point is preferable. At least the hotels have hot water.
Oh, once they find my photo ID, then I have to call them to schedule a gas turn on appointment with a company that isn't physically present in Virginia.
What's worse is I work as a consultant, so I'm on the road nearly every week. I have to go to the gym or boil water to bathe.
If I had a choice in gas companies, I would never choose or recommend Colombia Gas.
We live in an apartment complex and our gas was shut off in late May. We knew this was not from a lack of payment as we have automatic payments set up and our bill is normally approximately $*** We called the emergency Colombia Gas line and they sent someone out to examine the issue. This person then confirmed that they had incorrectly shut off our gas because a neighbor didn't pay their bill. They were supposed to shut off the neighbor's gas. Approximately 2 weeks later we get our routine bill that now says we owe over $***. When we called, we were told that the wrong meter had been hooked up to our apartment for months and we had not been paying the correct amount. This is not what we were told; again, we were told that the wrong meter had been shut off. The Colombia Gas representative escalated the issue to another unnamed department who confirmed that the wrong meter had been shut off but we were still liable for the back-gas used. This situation is not our fault and we should not be held responsible for Colombia Gas's mistake when we have been diligently paying our bill every month.
Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr. experience with Columbia Gas of Virginia. It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.
On 05/03/18, Columbia arrived at *** (a neighboring property to Mr. property) to terminate the gas service for nonpayment. The gas was shut off. Later that day, Mr. contacted Columbia to report a no gas situation. When the service technician arrived at Mr. residence, he confirmed the meter number for Mr. resident (***.) and the meter number at Mr. neighbor’s residence ***) were switched. This confirmed that Mr. gas was off in error. The gas service was restored at Mr. residence. After it was confirmed the meter numbers were switched in the Company's system, an adjustment to the billings was performed on all parties effected. All parties were billed according to the amount of gas that passed thru the meter that is connected to their premise. The Company has now corrected their records so that the premises now reflect the correct meter number. These meters were both installed on 03/30/16. Mr. and Mrs. established gas service on 07/11/16. Per the ***, the Company is authorized to re-bill up to 12 months in this situation. The Company has applied a $*** credit as an atonement for the switched meter which resulted in inaccurate billings as well as their service being disconnected in error. The Company is also willing to offer a payment arrangement of up to 24 months to assist in paying off the remaining balance.
Please let me know if you have any questions or concerns.
Sincerely,
Kristine J
Manager – Communications and Community Relations
Revdex.com:
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
I had a leaking hot water heater from Jan-April 2018 which caused my consumption rate to be highly elevated but it was hot water that I did not consume. Ive spoken with 2 supervisors, and 2 differents customer service reps but none of them was willing to budge. I asked for adjustment assistance and consideration for those months but none was given.
Thank you for contacting Columbia Gas of Virginia regarding the concerns of Ms. experience with Columbia Gas of Virginia. It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.
On 05/14/18, Columbia Gas issued the monthly bill to the customer which included a termination notice. The bill message stated "Termination Notice. Your account is past-due in the amount of ***. Payment in this amount must be posted to your account by May 25, 2018. Your gas service is scheduled for shut-off on or after May 29, 2018."
On 05/18/18, the customer called Columbia Gas to advise that her hot water heater had malfunctioned and burst. She was seeking an adjustment to gas bill due to the hot water heater malfunction. She spoke to both an agent and a supervisor. Both the agent and the supervisor informed the customer that since there was no gas leakage or error by Columbia Gas, the gas that passed through the meter was used by the customer, and no adjustment could be offered.
On 05/21/18, the customer again called Columbia Gas seeking an adjustment to her gas bill due to hot water heater malfunction. This date she spoke with three employees, who all stated the same as the previous agents; since there was no gas leakage or error by Columbia Gas, the gas that passed through the meter was used by the customer, and no adjustment could be offered.
The customer feels that since the hot water was draining from the burst hot water heater, the hot water was not "consumed" by her, therefore the gas used to heat the escaped water was also not "consumed" by her. The customer also feels that since the water company offered an adjustment, the gas company should as well. Each agent and supervisor was extremely empathetic to the customer's situation, and each apologized for not being able to offer an adjustment. It was thoroughly explained to the customer that appliances are the responsibility of the customer, and that Columbia Gas does not offer adjustments due to customer owned appliance failure. Any gas that passes through the meter is registered usage and considered consumption.
Because the Revdex.com complaint states "I had a leaking hot water heater from Jan-April 2018 which caused my consumption rate to be highly elevated..." Columbia Gas did a comparison of the customer's usage, comparing January through May of 2017 billings to January through May of 2018 billings. The customer's usage is slightly more this year, but in no way out of line. Looking at billing amounts instead of consumption, again, the combined bill amount is slightly more this year, but again not significantly out of line.
On the Revdex.com complaint, the Desired Settlement states the customer wants "Bill adjusted to actual consumption." There is no adjustment necessary, as the customer was billed the actual gas consumption that passed through her meter. There are multiple appliances using gas at this location, and it is impossible to set apart possible elevated consumption on the faulty water heater from the gas consumed by the other appliances.
Please let me know if you have any questions or concerns.
Sincerely,
Kristine J
Manager – Communications and Community Relations
I have been in contact with Columbia Gas since April 26th regarding a "high bill" alert. In January, the bill was $***, which was paid in February and then another bill of $*** was paid in March-April. Currently, there is a $*** bill for May. Please understand the home is vacant and no gas appliances are on. I am the executor of the estate and therefore began taking over paying the bill in January. Before taking over this year, the bills were paid by a third party without any questions asked. The house has been vacant since 2014 when my father moved out. On May 2nd, a technician from Columbia Gas came to the home and verified the reading on the meter was *** even though the bill said the reading was ***. I have not received adequate communication from Columbia Gas about the meter readings. I emailed and requested a call and someone finally called on May 4th. I explained to the senior rep my concern about the incorrect meter readings and requested an investigation. When I called on Friday, May 11th, I was then told someone went to the property on May 10th and made a change to the meter. However, I would not have known if I had not called for an update.
I have requested AGAIN a refund of the money I paid this year alone as well as investigating as far back as September 16, 2016. On May 17th, Amy from compliance at CG stated the analyst has been out for three days and should be back tomorrow, but until then she doesn't have an update. The standard response from the customer service reps is "this could take up to 2 billing cycles". This is unacceptable given they have faulty reading meter readings and I am requesting a refund ASAP. No one provides updates UNLESS I make the phone call. The customer service at CG is very poor. As a customer that has been paying incorrect meter readings, this should be on the top of everyone's list to correct right away! CG is committing fraud by having people pay excessive $ for incorrect meter readings.
Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mrs. experience with Columbia Gas of Virginia. It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.
Columbia Gas completed a premise investigation on 5-2-18. During the investigation, Columbia Gas discovered the misalignment of the automated meter read device and index. Columbia Gas noted, "no one has been living in the home since December 2013," based on information given while at the property. Each home has a unique meter and AMR number associated with it to ensure the correct consumption is billed. Columbia Gas verified that the meter and AMR serial numbers for this home matched our records. Columbia Gas detect any leaks.
The AMR device transmits the read to the responder unit that the company’s meter reader has in their vehicle. The AMR device registers readings when the gas is used then spins the dials on the index for a visual read on the meter. On the meter read date the company receives the read as the responder is within range of the AMR device. The company uses this read to bill the customer. If the spinner on the AMR device is broken it cannot turn the meter index dials as the consumption is registering therefore causing the AMR and the meter index to be out of sync.
Columbia Gas was at the premise to check the AMR device on 5-10-18. Columbia Gas found the spinner tip on the AMR device was broken which kept the meter index dials from turning; therefore when the meter index was viewed it appeared the registered reads were incorrect. The AMR device was sending the correct reads to the responder unit which allowed the customer to be billed, but the meter index stopped showing the correct reads due to the broken spinner. Columbia Gas replaced the AMR device on 5-10-18; so that the index and the AMR reads would be the same. Columbia Gas programmed the new AMR device to match the meter index read of ***.
Columbia Gas has installed and programmed a new AMR device to match the meter index read of ***. Columbia Gas feels the issue was corrected by replacing the AMR device with a new unit and reprogramming that unit to match the meter index read of ***.
Columbia Gas has no proof the meter has malfunctioned. The meter index and the AMR device reads were verified to be out of sync (not matching). The company feels the meter index was affected by the broken spinner tip on the AMR device as explained above, however; the AMR device continued to register the gas flowing through the meter and sending correct reads for billings to the AMR device responder.
Columbia Gas has offered to pull the meter, replace it and test the meter. To date, Mrs. has declined that offer. Without thoroughly testing the meter, Columbia Gas must rely on the field tests that were administered and showed the meter read of *** was correct and Mrs. was billed correctly.
Mrs. has also submitted a complaint to the ***, and Columbia Gas is submitting responses to questions and working with the Commission in resolving this matter. Additionally, Columbia Gas has Commission approved tariff provisions outlining how to respond to questions about a possible high bill and we are working within those guidelines.
Please let me know if you have any questions or concerns.
Sincerely,
Kristine J
Manager – Communications and Community Relations
Revdex.com:
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.
I forget to include, for the month of May, which is currently due, has a balance of $***.. Which means, if this bill is paid in full, I would’ve paid over $*** in gas bills from January 2018 to May 2018. Anyone would know these numbers are too high for a vacant home with NO gas on in the home. I live in Northern Virginia, and the weather is much colder here than in the Tidewater area. There is NO WAY these charges can be correct—even if everything was in “sync.”
Dear Revdex.com,
I am rejecting the resolution for case number *** from Columbia Gas. Since there are no gas leaks at the property and the property is not being occupied, the gas consumption at this property is not consistent with a vacant home. The read on the April high bill alert was over *** which is consistent with a home being occupied as I have confirmed with the neighbor's readings.
According to their findings, the AMR device was broken which is why the reading on the dial is wrong? If the spinner tip on the AMR was broken and kept the meter index from showing the correct read (which we still don’t know what that is) then why did Columbia Gas adjust the readings to *** and not the over *** read that I was actually billed this year. Columbia Gas is not lowering the meter read just because they want the two devices to be in sync; it was adjusted to *** because that is the actual consumption and they don’t want to give me a refund for being over charged so much more. This is a total disregard of the facts. As I have stated, if the gas has been turned off, how can we have over $11*** in charges just in 4 months of this year not even referring to previous years. They are trying to justify wrong meter reading and not wanting to compensate customers for their error of overcharging. The neighbor’s reading on May 25th is now at ***, so if my meter was bill correctly???, then why is my meter not in the not reading in the ***”s? The neighbor’s readings are consistent with their April’s reading; mine is NOT!!!
The equipment did malfunction and that is the reason they had to replace a part to make it in sync.
I am declining the resolution that the meter reading is correct. I have NEVER said Columbia Gas could not pull the meter to check. I have NEVER spoken with Kristine J, the person writing the response letter. I spoke with Earlene and stated to her they could go get the meter for further testing after I have in writing what actions have been taken to correct the readings. She stated to me should would correct this in her letter to the ***. However, I was also reminded by the Operational Manager, the meter belongs to Columbia Gas and Columbia Gas has the right to pull the meter ANYTIME THEY LIKE. So, this is just another excuse by the company to put the blame on the owner about declining them to test the meter. It’s all a lie because the meter belongs to them and they can test it any time. Bottom line, I can not stop them from getting a meter that belongs to them. Jeremy told me they would let me know when they will pull the meter for testing. However, I have not been notified as of May 30th. I am not sure what is taking so long. Last Monday, they appeared at my home, but no one has a record of why or what they did while there.
The bill needs to be corrected. The only solution at is a refund!
Regards
I apologize for the delay. I was awaiting the meter test results. The meter previously located at *** was tested and found to be running .*% slow. Based on the company's investigation of Leonia ***'s complaint, the company believes the bills for the Estate of *** are correct as rendered and no credit adjustment is necessary. The company concludes that the meter index and the Automated Meter Read device reads were out of sync (not matching) due to the broken spinner tip on the Automated Meter Read device. The final bill amount under Estate of *** is $***.
Revdex.com:
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,
***
These readings are not correct and there’s no way we could owe an additional $480 this year when we have paid over $ ***.*** this year when no one has lived at the home. With this additional $*** that would be about $*** in gas bills for a vacant home. The company doesn’t want to admit these readings are incorrect. There should not be a balance on the estate account.
In late march 18 I was contacted by Columbia gas to let me know that my gas meter needed servicing. After additional discussion, it was determined that the meter had failed and needed to be replaced. On April 4th, 18, I received a bill for $*** for the past year, since the smart meter provided by Columbia Gas hadn’t been communicating with the rest of the infrastructure for a year. I called the same day the bill came in – going into work late since I work in a secure environment and Columbia Gas customer service is only available 07-19*** Mon-Fri. I spoke with the woman about setting up payment arrangements, and had to go online to pay the first one.
After this discussion – it occurred to me that I was paying a monthly customer service fee of $*** – totaling $*** of the *** past due. While I understood back payments for utilization are required, Columbia Gas provided 0 customer service during that period – they couldn’t even O&M their own infrastructure which had failed, and waited a year to call me about it to have someone come troubleshoot the issue. Columbia also didn’t bother to come pull a manual meter read during that period. It seemed odd that I should pay $*** out of $***, so I finally called on 5/10 about the issue. I spoke with a supervisor in the customer service department, explaining that due to their restricted business hours it took me a bit to call back, again reiterating my desire to pay for past consumption, and also requesting the account be reviewed for a discount. The woman said she would request a discount be applied to the account, and advised I could set up payment arrangements at that point. I explained, again, that I work in a secure environment and getting in touch during the hours Columbia Gas makes itself available to customers is problematic – indicating a strong desire to have this taken care of and on auto payments for a payment arrangement. The woman said she would call and leave a voicemail with the adjusted amo
Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr. experience with Columbia Gas of Virginia. It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.
Columbia sent a letter on 3/3/16 requesting an update of equipment being used due to the zero usage registering since March 16. On 5/7/16, Columbia attempted to contact the customer via telephone, but was unsuccessful. Columbia left a voice mail requesting a return call. On 5/9/16, Columbia attempted to contact the customer via telephone and left a voice mail. Later that day, Mr. contacted Columbia to advise the reason for zero usage was due to the property being vacant. The zero usage continued and on 02/02/18, Columbia attempted to contact the customer via telephone, however was unable to leave a message as the voice mail was full. On 02/17/18, Columbia left a voice mail in regards to the zero usage requesting a return call. On 03/07/18, Columbia left a voice mail in regards to zero usage requesting a return call. On 03/23/18, Columbia contacted Mr. in regards to the order that was scheduled to investigate the zero usage. He refused to provide inside access to the property during Columbia Gas' normal business hours and stated he will not allow anyone from his building to have access without him being present. He requested to speak to a supervisor, but then disconnected the call. On 03/26/18, Columbia (a supervisor), contacted Mr. who confirmed he was using gas and the order was scheduled for 03/27/18. On 03/27/18, Columbia was able to verify the meter was not registering any usage. On 3/27/18, a new meter was installed.
The customer contacted Columbia on 04/25/18 to inquire about the adjusted bill he had received. Columbia explained the adjusted bill was due to a faulty meter and explained that the adjustment only covered the previous 12 months rather than all billings back to 03/2016, as Columbia’s *** approved tariff requires. Customer accepted the explanation and requested a payment arrangement. Columbia offered and the customer accepted a payment plan which consisted of a down payment in the amount of $*** by 05/01/18, then $*** + current bill for 12 months. Columbia did not receive the down payment to initiate the payment arrangement. On 05/02/18, Columbia mailed a 10 day termination notice for nonpayment of $*** account arrears; termination date 05/16/18. On 05/09/18, Mr. contacted Columbia requesting all customer service charges for the months of 03/2017 through 03/2018 to be removed. Columbia explained the "customer service charges" were a monthly charge to cover such local distribution company costs as maintaining the gas lines, meter reading, and billing. Columbia explained these charges cannot be waived. Columbia again offered a payment arrangement, but the customer was insisting the charges be waived and removed from his bill. Columbia advised again the charges cannot and will not be waived. Mr. stated he would be making a payment the following day. Columbia then offered and the customer accepted a *% discount off of the consumption and advised it would request for the adjustment to be completed. On 05/16/18, Columbia shut off the gas service due to nonpayment of $*** account arrears. When the gas service was reconnected on 05/17/18, the Company waived the $.*** reconnection fee as well as the $.*** fee to light the pilots. The service was restored the same day without any priority fee being billed in the amount of $..
During the conversation with Mr. on 05/09/18, Columbia offered a *% discount to the adjusted consumption in which the customer accepted. Columbia advised they would contact Mr. once the adjustment was completed. However, Columbia received a *** complaint from Mr. and was investigating the complaint before the adjustment could be completed. Now that the investigation is complete, the agreed upon 5% adjustment to consumption will be performed within the next two business days. Once the adjustment is completed, the Company will contact Mr. to advise and offer a payment arrangement.
Also, Mr. stated in his compalints that Columbia’s limited Call Center hours conflict with his work schedule. Columbia Gas of Virginia's customer service hours are Monday through Friday 7:*** AM to 7:*** PM and Saturday 8:*** AM to 12:*** PM.
Please let me know if you have any questions or concerns.
Sincerely,
Kristine J
Manager – Communications and Community Relations
Revdex.com:
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
We moved to or new home my wife set up gas with Columbia gas in *** they never told her about paying $*** dollars to set it up they told her it will be on the first month bill nothing will be cut off from the previous home owners it will just transfer over. But on April 2 2018 we had no heat and no hot water my wife called them on Tuesday April 3 2018 early morning they told her she has to pay $*** dollars to get started ok we payed that but they told us no one is available until the next business day we let them know we have a 8 month and a 3 year old staying at the house and it is very cold in this house with no heat and hot water and they would not send anyone. I feel this is not right and my kids myself and my wife can get sick.
Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr.’ experience with Columbia Gas of Virginia. It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.
Mrs *** contacted the Company on 03/16/18 @10:51 AM to inquire about gas service being transferred in to her name. The Company representative explained there would be a security deposit requirement in the amount of $*** in which $.*** was due up front before the connection could be completed and then $.*** would be billed on the first two billings. The Company representative offered to process a payment for Mrs. and she also provided a few different payment locations if Mrs. chose to go that route. Mrs. requested the account number and confirmed the amount owed and stated she would call back to process the payment as she did not have the required information with her in order to process the payment. On 04/02/18 @11:53, the gas service was disconnected at *** at the previous tenant's request. On 04/03/18 @ 7:10 AM, Mrs. contacted the Company to inquire why no gas service as she didn't have any heat. The Company representative explained the gas was shut off and went on to explain the security deposit requirement had to be met prior to obtaining gas service. Mrs. agreed to process the required payment of $.*** for the security deposit and the connection order was scheduled for 04/04/18 which was the first available date following scheduling guidelines. The Company representative explained to Mrs. that there is an initiation fee of $.*** in which will be billed to them on their first bill. Mrs. stated she refused to pay the fee. What the Company did not do is offer to light the pilot lights and explain that fee, therefore the order was scheduled to light the pilot lights and that particular fee will be waived, but the initiation fee will be required to be paid, as will the deposit.
Please let me know if you have any questions or concerns.
Sincerely,
Kristine J
Manager – Communications and Community Relations
On March 9,2018 our gas was shut off even after we were told that we had until 5:pm to pay. So I called talked to the supervisor and had no choice but pay the reconnecting fee. This was a Friday and I was told it couldn't be reconnected until Monday. I explained I had my mother in law who is disabled living in the home and would have no heat still nothing could be done. At 9:*** am on the Monday of the re-connection day I received a phone call that they won't be out until Tuesday. I explained that my mother in law needed the heat and we are expecting bad weather. They refused and now I'm waiting to see if Tuesday they can reconnect We are in the house with no heat or hot water even though the bill has been paid.
Thank you for contacting Columbia Gas of Virginia regarding the concerns of Ms. ***’s experience with Columbia Gas of Virginia. It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.
Below is a timeline of events:
The customer received a termination notice on her billing statement dated 02/15/18 advising a $*** payment needed to be received by 02/27/18 on the account to avoid termination. Termination date was on or after 02/28/18.
On 02/27/18, the customer contacted the Company to provide receipt number for $***.*** payment. The Company documented the payment information and advised the total termination amount was $***. The Company provided an extension for the customer to pay the remaining amount of $*** account arrears in full by 3/8/18 to avoid termination. On 03/09/18, the Company terminated service for non-payment of $*** account arrears. Post termination notice was left on site. Ms. contacted the company on 03/09/18 to see what was needed to restore gas service. The company advised $*** ($*** account arrears, $.*** reconnection fee) was needed to restore gas service. The Company also advised of a $.*** fee if the customer wanted the company to light her pilots. Ms. made a payment of $***.*** and an order to restore gas service was scheduled for 03/12/18.
On 03/12/18, the company was in emergency only mode due to weather conditions. The company contacted the customer to advise it would not be able to work her reconnect order until the next day, 03/13/18, when service was restored.
Ms.’s reconnection should not have been pushed to 3/13/18. As atonement of the error, the Company is crediting the $*** reconnection fee to her account.
Please let me know if you have any questions or concerns
Sincerely,
Kristine J
Manager – Communications and Community Relations
[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.]
Revdex.com:
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
I received a bill #*** of $*** from Columbia Gas of Virginia a few months ago covering a period after I sold my property on Aug 16, 2017, at *** Lane, ***, Va. I contacted Columbia Gas of Virginia after I received this bill disputing the charges and explained that the day after I closed on my property I was deploying to *** so I thought my realtor was going to cancel my utilities for me or that the new homeowner (***) would call and set up service for utilities to the property they now owned, I was not thinking about that since I was . I talked to a woman at Columbia Gas of Virginia and explained my circumstances, and she said she would look into it and call me back. A day or so later I had received an email survey asking about Columbia Gas of Virginia's performance, and I rated them very poorly due to this incident and got a call a day or so later. The woman who called me told me she was with the QA department of Columbia Gas of Virginia stating that she had listened to the recording of the previous conversation and she told me the first woman had taken no action and that they were very sorry and would settle my account and it would be a $*** balance. The woman with the QA department told me it would take 1-2 billing cycles to correct and that she couldn't provide me anything in writing at that time which I thought was odd. I had forgotten about this bill until my parents got a notice from The Offices of Credit Management L.P. Reference #***.
Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr. ***’s experience with Columbia Gas of Virginia. It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.
On November 20, 2017, on a call with Mr., Columbia’s customer care agent did agree to back date Mr.’s bill to the August 16, 2017 closing date. That adjustment was not completed. We have now adjusted that and Mr.’s balance is zero. We would like to offer Mr. a $*** atonement that can be mailed to him in the form of a check.
I apologize for the inconvenience and misunderstanding resulting in this situation.
Please let me know if you have any questions or concerns.
Sincerely,
Kristine J
Manager – Communications and Community Relations
[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.]
Revdex.com:
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
I never received a bill from this company but yet my services were interrupted. I was told by a rep and supervisor of the company that my bills were returned but that I was sent a bill every month. If you are saying that it was returned how did I receive them. This company charges fees on top of fees and also puts the blame on the customer. These fees are outrageous and unethical. I had to continuously call in to ask questions that supervisors did bother to come up with. I have been in a apartment without heat, hot water to wash with and no gas to eat. This company puts all the blame on the customer and doesn’t care about to well being of customers as well. Now I’m being charged over $*** which $*** are in outrageous fees. I pray no other human has to go through such a horrible experience like I am. Now I’m being told which was by a rep not a supervisor that someone from my apartment complex can let someone from the gas company in. None of the supervisors are friendly or understanding. I’ve been waiting 20+ minutes to speak with the supervisors boss. I was also told on day 2 (which once again I had to call and ask) that I could bill the $*** to my bill to get my services expedited but not after 4pm. When I called it wasn’t 4pm. Not to mention another $*** because the driver came out and I wasn’t home already from work which could have been avoided if I would have known that the apartment complex could have let them in. I can’t cook, I can’t wash and I’m don’t have any heat. This company cares nothing about the people that pay them. That same urgency it took to disconnect my services should be the same one to reconnect them.
Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr. *** experience with Columbia Gas of Virginia. It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.
Below is a timeline of events:
10-31-17: *** called to connect gas service. Service address is *** in ***, ***. Customer stated bills should be mailed to the service address. The customer agreed to go on the budget at time of connect.
11-1-17: Gas service was connected in Ms.’s name with an actual read of ***.
11-20-17: The company issued a bill for $*** (44 thms) based on 5559 actual read; budget amount $.; actual account balance $***; budget balance $.. This bill was returned to the company on 12-13-17 – no address found.
12-21-17: The company issued a bill for $*** (87 thms) based on 5639 actual read; budget amount $.; actual account balance $***; budget balance $***.. This bill was returned to the company on 1-11-18 – no address found.
1-12-18: The company contacted the customer via email (***@yahoo.com) to confirm the mailing address to be the same as the service address. No response was sent by Ms..
1-24-18: The company issued a bill for $*** (131 thms) based on 5761 actual read; budget amount $***.; actual account balance $***; budget balance $***.. This bill included a termination notice for $***.*** budget arrears; termination date of 2-7-18. This bill has not been returned to the company.
2-20-18: The company terminated gas service for nonpayment of $***.*** budget arrears. Post termination notice was left on site.
2-21-18: Ms. contacted the company to see what was needed to restore gas service. Based on account information, the company requested $***.*** ($***.*** budget arrears + $.*** reconnect fee + $*** first installment of security deposit) to restore. The company advised there was an additional $.*** fee if the customer would like the company to light the pilots. Ms. was very upset stating she has not received any mail or emails or phone calls we made concerning the returned mail. Ms. stated she believed her gas bill to be included in her rent payment, despite calling to connect gas services in her name. Ms. requested a lesser amount to restore. The company offered to bill the $.*** reconnect fee, so she would only need to pay $***.*** to restore. Ms. paid $***.. An order to restore gas service was scheduled 2-22-18 between 2 and 4pm. Ms. requested an earlier appointment, company advised of priority fee, customer declined. (Payment was divided: $.*** towards the gas acct, $.*** towards the reconnect fee, and $.*** first security deposit installment).
2-22-18: The company was unable to restore gas service as no one was at the property. Ms. contacted the company upset stating the company told her between 4 and 6pm. The company reviewed the phone call and advised the customer she chose an appointment between 2 and 4pm. The customer also advised an adult would be at the property to provide access during that appointment window. Company offered to reschedule appointment for the next day.
2-22-18: The company issued a bill for $*** (84 thms) based on 5839 actual read and $.*** second installment of security deposit; budget amount $***.; actual account balance $***; budget balance $***.; security deposit balance $..
It does not appear the customer was charged a return-trip fee as stated in her complaint and the fees charged are in our SCC-approved tariff. Due to this, no reimbursement of credit of fees will be offered at this time. I apologize for the inconvenience and misunderstanding resulting in this situation. In order to avoid any confusion or missed payments in the future, I suggest Ms. sign up for our eBill and automatic payments. More information about both programs can be found on our website: www.columbiagasva.com.
Please let me know if you have any questions or concerns.
Sincerely,
Kristine J
Manager – Communications and Community Relations
Both of my parents passed away and their home was deeded to a Trust. I called Columbia Gas to give them this information. They said I would need to send the death certificates and proof that I was Trustee. The only way they have to send it is mail, fax or upload on their site. I uploaded all the documents they asked for. They do not send you a confirmation that they received it. I assumed they did. I have paid the bills on time and they cashed my checks. I received one phone call asking for the death certificates, I uploaded them again, no confirmation was given to me. With the amount of other things to do regarding the closure of my parents estate, I did not call to see if it was complete and I never heard from them. They shut the gas off to my parents home without giving us termination notice. On their website it states they will give you a termination notice. I am getting my parents mail forwarded and going by their home everyday. I spent $*** for a service call to find out they had shut it off. How can they take my payment, the account is fully paid with a credit, and turn the gas off without notification. I am going to have to spend money getting it turned back on with a service company when they restore it. They need to cover the cost because this should have never been done over a name change. They tell me it will take 48 hours for them to review the third time I have sent this information. I feel this is fraud to take a payment on a fully paid account and shut the gas off over a name change. Please help me. The customer service is rude and acts like there is nothing they can do. I even talk to a "supervisor". Cold weather is to come this weekend and we could have the risk of frozen pipes.
A representative of CVA contacted Mrs. on 2-18-18 to discuss this matter. Below is an account of what has transpired.
The account holder, *** is deceased. When contacted by *** (daughter), CVA requested that she provide required documentation to have the service transferred to the name of the trust. CVA explained that once the requested documentation was received, the account would be transferred and service would be reconnected in the name of the trust.
CVA received the required documents and transferred the service into the name of the trust. Reconnection was scheduled and completed on 2-16-18. The gas service was reconnected at no additional charge to the customer.
CVA called and spoke with Mrs. and she was satisfied with her experience of having the gas reconnected at no charge. She was a bit frustrated by the process of uploading documents to the CVA website and feels that the process is not very user friendly. The CVA representative apologized for any inconvenience this may have caused Mrs. and assured her that the information would be shared and looked into to avoid a similar experience from other customers. The account is now in the name of the Trust and Mrs. will be responsible for paying the bills and understands this. The account currently has a credit balance of $***.. Mrs. explained that no one lives there full time but does expect to have minimal consumption each month.
Revdex.com:
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.
I would like to receive a reimbursement of $*** for the service call I had to pay because I thought there was a problem with the gas heating system. I told the gas representative I would be happy to provide the receipt of payment for the service call if need by. The representative told me she see what she could do. I then received a call from Lisa who did say she was able to change the name on the account, but did not mention the $*** reimbursement. Again, I would be glad to provide them with a receipt for my payment. If they had sent a termination letter as their website states, I would have been able to prevent this possibly.
Regards
On January 22, 2018 I paid my Columbia Gas bill, and two days later on January 24, they debited my account for a duplicate transaction. I was notified by email that they were "working to resolve an issue with my payment ' and if there were any overdraft fees associated with this error to call the number provided in the letter to notify them. I did call promptly when I received the email to notify them that I have fees associated with their error on my account. When I called I was not asked for any details of the overdraft fees, such as the amounts or number of fees incurred. And I have not received any further contact from them regarding this. It took close to a week to have the duplicate payment returned to me. I still have not received any compensation for overdraft fees.
On 01/19/18, Mr. processed a payment in the amount of $*** via Web Self Service. On 01/23/18 it was brought to CVA’s attention that a technical issue occurred that impacted customer payments that were made on 01/18/18 and 01/19/18 via WSS (Web Self Service). The results of this issue were that accounts were showing a double payment with some resulting in NSF fees at their financial institution. We are in the process of correcting this situation by delaying any possible credit action and also to eliminate any late or NSF fees. On 01/25/18, Mr. contacted the CVA in regards to this situation. Unfortunately, the customer service agent did not request the amount of the NSF fee that Mr. incurred. CVA is ready to reimburse the overdraft fee once we obtain the amount that is owed. Our representative has made 3 unsuccessful phone attempts to the customer and left a voicemail requesting a return call to ***-***-***. If Mr. will please call the call back number, we will be able to get the amount of the NSF and refund that amount to him.
I called Columbia Gas of Virginia in December and talked to an agent concerning my account deposit being applied to my account. I have had this account since March 2006. The agent advise me that I could have the deposit sent to me or applied to my account. I let her know that I wanted it applied to my account. She let me know that it may take two billing period to show-up. I thanked her and the phone call ended. About I week ago, I received a termination notice. I immediately called Columbia Gas to discuss. They let me know that the deposit could not be applied since I have not made twelve consecutive payments on time. The agent I talked to in December did not tell me anything about this prior to our conversation ending and I recieved to correspondence to let me know that the deposit would not be applied. I want my deposit applied to my account as soon as possible. I have has the same account for almost twelve years. I need your assistance to fix. Thank you.
Columbia Gas of Virginia (Company) reconnected service at *** into Mr. ***’ name as of April 23, 2010. The Company advised, based on his service being shut off for non-payment, a security deposit in the amount of $*** would be required. The company quoted Mr. $*** to restore service, which included $*** account arrears plus $*** reconnection fee and $*** security deposit installment. The Company advised the security deposit would be divided into installments with the first installment amount of $*** due upfront, and the remaining deposit billed in two installments of $*** with first and second billings. On April 16, 2010, Mr. paid $*** toward the total $*** restoration amount. On April 23, 2010, Mr. called for the remaining account balance. The company advised the remaining account balance was $***. Mr. paid $*** on April 23, 2010 and the company placed an order to restore service at 124 Liberty Way, Carrollton Virginia. On July 21, 2010, the security deposit was paid in full for $***.
Per the Company’s tariff, which was approved by the ***, (see attached tariff sheet 418, section 7.2) when the customer is required to pay a security deposit, they may provide a guarantor in its place. A guarantor is a current Columbia Gas customer with good credit history for at least 1 year that is willing to assume 60 days of unpaid final balance.
Mr. *** chose to pay the security deposit in three installments, and it was paid in full on July 21, 2010.
The Company’s normal security deposit process is to refund the total deposit plus accrued interest after Mr. *** has established a record of prompt payment for twelve (12) consecutive months. That has not occurred as of yet.
The Company has applied interest accrued yearly with each January billing. The most recent interest payment posted on the January 19, 2018, bill for $***.
Since it is confirmed that our agent did indeed tell Mr. the security deposit would be refunded to his account of the January billing, the Company, as a one-time courtesy, is willing to refund the $***.*** security deposit amount to the account. This amount of $***.*** includes $*** total security deposit plus $.*** interest accrued from 1-19-18 through 2-5-18. This refund is posted to his account today, February 6, 2018.