Dominion Energy Ohio

Hello, On 8/10/2015 I called and spoke with [redacted].I advised I scheduled his order for the turn on for today – 8/11/2015 - from 8 am to noon.I advised I needed an adult on the premises.Mr. [redacted] was very thankful we were able to schedule his turn on for today...

8/11/2015.  [redacted]Customer Relations SpecialistPUCO Compliance Investigator[redacted]

Ms. [redacted] is moving from [redacted] in East Cleveland on 12/5/15. The account balance is $198.06.  Ms. [redacted] is moving to [redacted] in East Cleveland. The gas is off at the property on [redacted]. Dominion is requesting the arrears of the payment plan to be paid...

upfront before the gas could be turned on at [redacted]. The amount required is $154.61. Spoke with [redacted] on 12/2/15. Provided options on getting gas service turned on for the customer. Referred Ms.[redacted] to agencies that could provide emergency assistance. Ms. [redacted] appreciated the information.   Dominion Customer Relations

Called and spoke with Mr. [redacted] regarding the faxes. I asked him what the fax read. It had their old address on it, which might be the reason the faxed information was not notated on the account. We do not service where they previously had electric, which is the address on the...

letter. I advised Mr. [redacted] that he could email me a copy of the letter for review. Mr. [redacted] emailed me a copy of the letter and his security deposit was waived. Mr. [redacted] was very pleased.  Dominion Customer Relations

Dominion Customer Relations11:16 AM to me Hello, On June 15, 2016 the company provided a response regarding the customer’s dispute; at that time this customer was advised that the reconnection fee will not be waived.  As reported on June 15, 2016 the charge will stand Thank you, Dominion Customer Relations

(The following was copy/paste by Revdex.com staff - [redacted]From: Dominion Customer Relations <[email protected]>Date: Wed, Jul 12, 2017 at 10:59 AMSubject: ID [redacted].To: "[redacted]@cleveland.Revdex.com.org" <[redacted]@cleveland.Revdex.com.org>[redacted]...

[redacted]ID [redacted]The gas service at [redacted] in [redacted] was closed in error for [redacted].A customer called in for a transfer of service and the agent took the order on the wrong address in error. Once Mr. [redacted] notified Dominion that he received a final bill we investigated the issue and make the correction. The calls were reviewed and the agent was coached.On 7/12/17 Customer Relations spoke with Don [redacted]. We apologized for this error and confirmed this issue has been corrected .The bills have been reviewed and new amount to pay was discussed.  Mr. [redacted] appreciated the call.Investigated by Vicki R. Dominion Energy OhioCustomer Relations

Dominion Customer Relations2:23 PM (18 hours ago)to me Hello, Below are the findings regarding Revdex.com ID [redacted] The statement which was prepared on 8-18-16 advised this customer that the past due amount of $355.80 was due immediately and that the service could be turned off at any time...

due to nonpayment; the statement reflected a total account balance in the amount of $427.84. The service was turned off due to non payment on 9-9-16. On 9-14-16 a $100.00 payment posted to the account. The previous security deposit in the amount of $87.00 along with $0.23 interest was credited to the account when the final bill was issued. The final current charges were $28.94. The final account balance is $269.55. Anytime a statement reflects a disconnection notice the customer is advised that a security deposit along with a $33.00 reconnection fee will be billed to the account upon reconnection. On 9-26-16 Dominion East Ohio Customer Relations called Mr. [redacted] to advise him of the findings. A message was left for him to return our call on the hotline. A letter was also issued requesting that he contact the company. Thank you,Dominion Customer Relations

This is in regards to the address [redacted] Blvd. Cleveland Heights, Ohio. Ms. [redacted] owned this property from 11/22/1978-7/1/1988. Per the county Auditor’s web site. There was a landlord reversion on the property, when this property was sold, Ms. [redacted] did not notify DEO on how to...

cancel the reversion so it remained on the property.  So, when a tenant moved out the service would revert back into Ms. [redacted]’s name for a short period of time causing charges to occur.  On 1/12/2015, the previous tenant called to take service out of their name. This caused the service to revert back into Ms. [redacted]’s name. Dominion contacted the current owner [redacted] Properties and they have agreed to take responsibility from 1/12/2015-1/28/2015. Reviewing the history at [redacted], there was a time frame from 9/30/03-5/11/05and 8/14/06-10/11/06 this would have been past the statute of limitations. Charges from 3/9/2010-7/6/2010 have been removed as a courtesy. Also, these charges have been recalled from the collection agency. DEO has sent a zero balance letter for this property at  [redacted] Blvd. Ms. [redacted] has no obligation to this property and the Landlord Reversion has been removed from the property. DEO has contacted Ms. [redacted] regarding this concern via phone left message. Will also send a contact letter. Ms [redacted] can contact DEO Customer Relations Department at (888)263-8989 Monday through Friday from 8 am to 5 pm.  Dominion Customer Relations

On 7-27-15 Dominion East Ohio spoke with this customer regarding the meter spot for new service; the service order was completed 7-31-15. On 11-25-15 the company mailed the application packet to the address that was on file. Mr. [redacted] contacted the company on 12-1-15 and requested that the application packet be emailed to him. The contractor completed the installation of the service line and tie in on 12-5-15. On 12-5-15 the company went out to turn the service on; upon arrival the customer requested that the company leave all the appliances off. On 12-7-15 Dominion East Ohio called Mr. [redacted] to advise him of the findings but there was no answer. A letter was issued to the customer requesting that he contact customer relations. Thank you,Dominion Customer Relations

Dominion Customer Relations2:12 PM to me [redacted]3136 Lost Nation RoadWilloughby, Oh 44094 (440)214-4484 Revdex.com- 11531656 DEO Response6-27-16 According to Dominion East Ohio’s record, this balance is for gas used at 247, E 206th St. from 8-31-2011 thru final date...

3-14-2012. The gas for Ms. [redacted] was turned on at 3136 Lost Nation 8-6-2014. When the gas was turned on the final bill balance was not transferred to her new account number. This debt $821.72 was transferred to Ms. [redacted]’s bill prepared 5-16-2016. This was an oversight on Dominion. However, it was not past the status of limitations for the amount to be transferred to the active account.  Prior to this balance transferring to her new account number, Ms. [redacted] had a balance $474.87 on the bill prepared 4-15-2016. According to notes on account, Ms. [redacted] was offered payment plans options. There has only been one payment in 2016.  That was used to restore service after it was shut off for non- payment. 6-26-16 there is a payment pending for $340. However, she will need an additional payment for $633.95 to have her gas restored or she may use a medical if eligible. 6-27-16 Customer Relations attempted to contact Ms. [redacted] and could not reach her. A message was left to call the hot line number to discuss her complaint.  A please call letter was sent.  Dominion Customer Relations

DEO has scheduled a turn-on order for [redacted] for 7/24/2015 at [redacted] Street in Akron, OH  44306.  Ms. [redacted] has been advised that an adult will need to provide access from 8 am to 12 noon on 7/24/2015 for the turn on to be completed.

Hello!  On 6/30/2015 Mr. [redacted] scheduled to turn off the gas service at [redacted] Rd on the date of 7/13/2015.  The customer did want a sooner date, however, our schedule was booked.  The customer was advised we needed access to the meter because the meter is inside the...

home.  7/2/2015  Mr. [redacted] advised DEO he would have the new party call and transfer the service at [redacted] Rd which would in turn end his service. No one called to transfer the service which left the service in Mr. [redacted]’s name.  7/13/2015 – DEO went to the address, the technician called ahead and the call was answered.  When we arrived at 10:57 am we were not able to gain access into the home to get to the meter. The technician left the home at11:10 am with the service still on.  7/28/2015 – DEO sent a truck out to turn off the service at the curb box however, the technician could not find the curb box to turn off the gas.  The gas remained on until 9/2/2015 when a specialized curb box truck and Technician went out and dug up the ground to locate the curb box.  We were finally able to turn off the service.  ////////////////////////// Resolution:  It is the responsibility of the customer to let DEO into the meter to turn off the gas if the meter is on the inside if they want to end service.  Our standard operating procedure is not to turn off the gas at the curb box because we can not always get to the curb box, as it was in this case.  There are times when the curb box is covered up by dirt, tree roots, concret and even cars.    The gas was finally turned off on 9/2/2015 when the curb box was dug up and found.  The decision was made that we will end Mr. [redacted]’s service as of 7/28/2015.     9/4/2015 – I called and spoke to [redacted] and explained the situation.  I advised his final bill will be $25.64.  He said he understands and thanked me for helping him.

Dominion Customer Relations1:51 PM to me Hello, The customer was contacted on 6/14/16 and a message was left to contact Dominion Eat Ohio to discuss her consumer complaint. A return call was not received. The Service Charge is listed along with an explanation on every bill under the Explanation of Billing Terms. As stated in the original complaint the Basic Service Charge is not a monthly charge it covers multiple things. Below explains the charge: • The Basic Service Charge covers the cost of supplying standard customer service for emergency & non-emergency needs • Those costs include everything from meter reading & billing expenses to depreciation & property taxes on our pipelines & other facilities • Basic Service Charges consist of the Basic Service Charge, Automated Meter Reading Cost Recovery Rider & Pipeline Infrastructure Replacement Cost Recovery Rider o Applies to Residential, Non-Residential, & Large Volume • The Basic Service Charge is not prorated When a customer calls in to place a turn off/transfer the customer is asked what date they want to end services. The billing cycles do not get discussed. It is the date the customer requests. The customer was contacted on 6/27/16 and advised that there is no amendment to her billing. It was explained that when she was called on 6/14/16 the company left a message for her to contact us back regarding her original complaint. She stated she did not file a second complaint she just wrote back to the Revdex.com that she was not happy with our original response. The company explained that there will not be an amendment to her billing and our original response stands. The company further explained that the top of her billing statement gives her the next meter reading dates. The company explained billing cycles to the customer. Thank you,Dominion Customer Relations

Dominion Customer Relations1:02 PM to me  [redacted] Revdex.com #[redacted] 2/25/16 On 2/22/16 DEO went to [redacted] for a meter change. Once the meter change was complete, our DEO service technician then relit the furnace and the water...

heater. He red tagged and left off the cook top due to the brass flex connector, and that the pilots would not light. Ms. [redacted]  advised the service technician that she lights with a hand lighter. The service technician then explained the issues with the cook top. He red tagged and left off the oven as well. He lit the pilot on the built in oven, and it lit but would not get main burner gas (possible bad safety or control). Ms. [redacted] was upset and stated that the unit worked before DEO arrived. This is a safety concern. The unit could have held connection to work the main burner while the pilot was on,  however once the gas was turned off, (the safety cooled) and the pilot relit, it may not generate the connection required to control the main burner gas. The oven may have worked before the gas was turned off, but once DEO tried to relight it, the unit couldn't make the connection. Ms. [redacted] would need an appliance repair person. All DEO did was turn off the gas to change the meter, and then start the gas back up. Ms. [redacted] stated that the unit has not been serviced in 27 years. 2/25/16 DEO called to advise Ms. [redacted] of the findings and she stated that she was contacting her attorney. Thank YouCustomer RelationsDominion East Ohio

Dominion Customer Relations11:36 AM [redacted]   [redacted]Case ID [redacted] 6/8/15 [redacted] initiated the transaction after 4 pm on 6/5, meaning the processing for a Pay Now would be pushed to the next business day (Monday 6/8)...

and a the earliest you could schedule a Pay On would be for the second business day (Tuesday 6/9). [redacted] could have changed from Pay On to Pay Now. DEO called [redacted] and he stated he made his payment on Friday and wanted to make sure he would not receive any late payment fees. DEO advised [redacted] that he would not be charged any late payment fees.

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: [redacted]>Date: Fri, Dec 8, 2017 at 12:14 PMSubject: FW: case #[redacted]To: "lou[redacted]>[redacted]...

[redacted]   [redacted]case #[redacted]DEO Response 12-8-17According to Dominion Energy’s records, the gas at this property was turned off for non-payment of the bill on 10-9-2017. On 10-10-17 the customer paid the amount needed for gas to be turned back on.On 10-10-17 the company made an attempt to reconnect the service. A call ahead was made. Dominion Energy’s technician arrived at 6:34 and departed at 6:40 and was unable to gain access at that time.According to Dominion Energy’s records the customer never contacted the company to request another appointment for the gas to be turned on.On the bill prepared 10-20-17 the customer received a bill and was advised on the bill --this is your final bill. In most cases if the customer receives a final bill, they will contact the company to advise they are still living here and the company will investigate as to why the customer is receiving a final bill. The customer never contacted Dominion Energy to inquire about receiving the final bill.On 12-6-17 an order was sent to the field to investigate as to why there was usage on a meter that was turned off.  The company found the gas was on, therefore the gas was turned off and a notice was posted at the premise to show we turned off the gas.On 12-7-17 Ms. [redacted] contacted Dominion to find out why the gas was turned off. She was advised Dominion’s records show the gas was turned off on 10-9-17 and Dominion made an attempted to turn on gas on 10-10-17 and could not gain access. She was advised the company found usage on the meter; therefore, the gas was turned off for safety reasons.Ms. [redacted] was advised to pay $276 for the additional usage on the meter. The payment was received and posted on 12-7-17. The gas is scheduled to be turned on 12-13-17 which is the next available date for any customer whose account has been off for more than ten days.12-17-17 Dominion Customer Relations spoke with Ms. [redacted] and advised her of all of the above.Thank youMary- InvestigatorVickie M – ResearcherDominion Energy Ohio

Dominion Customer RelationsJul 25to me Hello, Below are the findings regarding Revdex.com ID [redacted] According to Dominion East Ohio records the service for this customer was turned off due to non payment on 7-11-16. The current [redacted] plus default in the amount of $334.91 can be paid to...

reconnect the service; this payment will also enroll the customer back on the [redacted] plus plan. It was explained to this customer that until the service is reconnected the [redacted] plus default amount will change monthly because a [redacted] plus amount is added to the default amount. There will be a $33.00 reconnection fee which will be billed.On 7-25-16 the company called [redacted] to advise her of the findings; a message was left on her voicemail to return our call. A letter requesting that she contact the company was also issued.Thank you,Dominion Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is the response I got from my bank.  I was told that Dominion requested the customer contact them directly so they could credit the correct account.  Unfortunately, our non-profit does not have an account to credit.  I have also placed a police report.  Officer [redacted] department,  said they were uncooperative about this matter with him also.  He was going to obtain a subpoena for records.  It is unfortunate that we are being forced to press charges for a bank error.
Regards,
[redacted]