Dominion Energy Ohio

Dominion Customer Relations2:PM (minutes ago)to me [redacted] , CO *** Re: [redacted] *** Revdex.com # [redacted] Regardless of the amount of gas used, Dominion East Ohio bills the Basic Service Charge on each statement generated, whether it is for a month or any portion of a month, as long as the meter remains open and the account is activeThe Tariff establishing the Basic Service Charge was approved by the PUCOThe Basic Service Charge is a billing charge that is charged on every bill regardless of how many days is on the billIf there is a day bill or a day bill, the full basic service charge will be on the bill and is not proratedBelow 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 Ms [redacted] was contacted regarding the basic service charge this is not a monthly charge explained to customer weather the bill is day or days this fee is charged and approved by the PUCO Customer was advised this is not and will not be prorated for the service charge it is not a monthly charge Ms [redacted] was not in agreement Dominion Customer Relations

On 12/31/someone from the management company called to place service in their name at [redacted] Blvd, Cleveland OhioThe turn on was scheduled for 1/5/DEO placed the service on in their name at that timeWhen a customer calls for service DEO is expecting the customer to give the correct address, so when the management company called, DEO didn't question them needing service at this addressThe agent who took the turn on order even summarized the call with the management companyMs [redacted] at no time called to state she wasn't receiving a billThe last time her account was accessed was when the investment company was placing service in their name which was 12/31/Her first call regarding service or billing was on 8/3/ That is seven months with no call from Ms [redacted] Ms [redacted] lived at the address and used the gas so she was billed from the 1/5/date forward The reason she had to pay before service was restored was because the gas had been disconnected Ms [redacted] used the gas, never called for billing and to reconnect the disconnection had to be paidDEO can waive the reconnection fee for Ms [redacted] , but no compensation for the two days missedMs [redacted] called in 8/5/after 12:so her appointment was scheduled for the next day which was 8/6/15, the day the service was restoredAs a onetime courtesy DEO will waive Ms [redacted] ’s reconnect fee8/10/DEO called to advise Ms [redacted] of the findings

This business response was received by Revdex.com via email and is a copy/paste by [redacted] [redacted] We have reviewed all the information extensively again and have found that the past due balance on [redacted] account is correct and the amount stands as isWe have mailed all copies of all bills to [redacted] Thank You [redacted]

MsE [redacted] used the winter reconnect option with her $payment and gas services were restored on 3/16/MsE [redacted] was contacted to discuss possible other payment option available to her Her current billing statement advises she is on a disconnect notice and unless we received her past due by 4/5/her gas may be shut off She confirmed she had this billing statementMsE [redacted] stated that she has been waiting for Ohio Department of Development Services regarding her Pip Plus Plan for months I stated she is able to go to the local community action center to get her information updated immediately She was unaware of thatI advised she has other option of payment plans She was in agreement to not be on the Pip Plus Plan and she is now being placed on a Budget Plus month plan the first payment of $is due by 4/5/ She stated that this payment plan fit in her budget more than the Pip Plus Plan She was advised to still check on her application to receive the Ohio Heap which is a one- time payment applied to her balance MsE [redacted] thanked me for the explanation and stated she would be paying that amount on Friday I advised her if she has any additional questions, to contact Customer Relations Department Dominion East OhioCustomer Relations [redacted]

(The following was copy/paste by Revdex.com staff - LST)***From: [email protected] Date: Wed, Sep 20, at 11:AMSubject: Revdex.com ID [redacted] To: " [redacted] > [redacted] [redacted] ***Revdex.com ID [redacted] The gas service was shut off for non- payment on 9/13/at [redacted] at 12:PM.A payment was made the same day after the gas was shut off at 5:55PM.Dominion received a request to restore service on Friday 9/at 3:PMThe order was issued to be worked on Monday 9/from 8AM to 11:59PMDominion arrived at on 9/at 3:PM to restore serviceThere was no accessA call ahead was made and answered however no one answered the door.The order to re-store service was then re-scheduled for next available date on 9/PM.On 9/20/Customer Relations left a message for [redacted] A please call letter was mailedVicki R.Dominion Energy OhioCustomer Relations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Hello, Below are the findings regarding Revdex.com ID [redacted] Review of MsW [redacted] account for *** Martin Luther King JrDr [redacted] is as follows: MsW [redacted] was dropped from Pipp Plus in for not re-verifying and missed payments Account# [redacted] account balance $MsW [redacted] paid the balance in full and restored services at [redacted] Martin Luther King JrDrive on 9/19/ MsW [redacted] was on billing at this time She was charged a security deposit $and a reconnect fee of $She re-verified her Pipp Application on 11/8/DEO received information from Ohio Development Service Agency The customer at this time would be charged current charges and late fees if applicablePer the guidelines of the Pipp Plus program the customer must pay all current monthly charges and or late fees for the months that she was not enrolled in the Pip Plus to auto enroll into the Pipp Plus program At this time the enrollment would be in waiting status for a past due paymentOnce the past due amount also known as default amount is paid the customer would auto enroll however current charges would still be do on the most recent bill but moving forward instead of current charges customer would be placed on the Pipp Payment plan moving forward Ms W [redacted] was auto enrolled on the Pipp Plus payment plan on her 2/1/billing statement she covered the past due to auto enroll but did not cover current charges Review of her account and the amounts are accurate within the guidelines of the Pipp Payment Plan No adjustment will be made on the accountDEO Attempted to contact MsW [redacted] to advised the results of her complaint investigation that the amount due is accurate and no answer when contacted A please call letter is being sent to her to contact Dominion Customer Relations at 1-888-263-to discuss her resultsThank you, Dominion Customer Relations

A letter was mailed on 9-17-to Ms [redacted] acknowledging her request for compensation had been received by the claims department On 9-21-the claims department spoke with Ms [redacted] advising here to fax in documentation pertaining to her claim Upon completion of the investigation regarding the facts related to this matter, she will be advised of the company’s position with respect to her claim in approximately days from the date that all documents are received from the customer On 9-30-Dominion East Ohio attempted to contact Ms [redacted] by phone to advice of the time line the investigation would be completedAfter there was no response from the customer, a please call letter was sent Dominion Customer Relations

This is in regards to the address [redacted] BlvdCleveland Heights, OhioMs [redacted] owned this property from 11/22/1978-7/1/Per the county Auditor’s web siteThere 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 nameThis caused the service to revert back into Ms [redacted] ’s nameDominion contacted the current owner [redacted] Properties and they have agreed to take responsibility from 1/12/2015-1/28/Reviewing the history at [redacted] , there was a time frame from 9/30/03-5/11/05and 8/14/06-10/11/this would have been past the statute of limitationsCharges from 3/9/2010-7/6/have been removed as a courtesyAlso, these charges have been recalled from the collection agencyDEO has sent a zero balance letter for this property at [redacted] BlvdMs [redacted] has no obligation to this property and the Landlord Reversion has been removed from the propertyDEO has contacted Ms [redacted] regarding this concern via phone left messageWill also send a contact letterMs [redacted] can contact DEO Customer Relations Department at (888)263-Monday through Friday from am to pm Dominion Customer Relations

(The following was copy/paste by Revdex.com staff - ***)***From: Dominion Customer Relations Date: Wed, Jul 12, at 10:AMSubject: ID [redacted] .To: "***@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 errorOnce Mr [redacted] notified Dominion that he received a final bill we investigated the issue and make the correctionThe calls were reviewed and the agent was coached.On 7/12/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 RDominion Energy OhioCustomer Relations

Dominion Customer Relations4:PM to me ID On 7/8/15, DEO reviewed a call from 2/7/where [redacted] was calling regarding a payment made on an ex-boyfriend's account At that time, the DEO representative informed Ms [redacted] that she had an outstanding balance with the company from the service address of [redacted] Street in Cleveland, Ohio [redacted] stated she would like to place the balance on a payment plan, so that she could begin service at her new addressThe representative advised Ms [redacted] of the dates of service, which was from 4/3/to 5/3/ [redacted] advised the representative that she did not live at the [redacted] Street address that long and that the dates were incorrect DEO contacted [redacted] to advise the call had been reviewed Ms [redacted] stated she never lived at [redacted] Street in Cleveland, and that she was getting it confused with the [redacted] , Cleveland address She stated she is still proceeding with the ID Theft investigationDEO has advised [redacted] that she will need to submit a photo ID, copy of her Social Security card, proof of residency during the time of the disputed usage (4/3/– 5/3/11), an affidavit and reference number from the Federal Trade Commission and a signed police report Ms [redacted] can contact the Federal Trade Commission (FTC) at (877) 438-to request the affidavit to be mailed outMs [redacted] will need to fax all requested documentation to our ID Theft Department at (855) 241-to begin the ID Theft investigation process

Hello, On 8/10/I called and spoke with [redacted] .I advised I scheduled his order for the turn on for today – 8/11/- from 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/ [redacted] Customer Relations SpecialistPUCO Compliance Investigator [redacted]

The gas service was shut off on 8-11-for credit reasonsOn 8-12-Dominion did speak with [redacted] A quote for turn was given for $ The account holder at the time was not [redacted] The account holder is [redacted] Dominion does require the account holder to make the request for turn on The issue with the agents will be addressed as a coaching issue.Dominion does want to provide the information to our customers however a request for turn must come from the customer of record Adding [redacted] as a co-applicant allows us to handle all requests from her as wellOn 8-14-the required payment was made [redacted] was added to the account as a co-applicantThe gas service is scheduled to be reconnected 8-17-Spoke with [redacted] on 8-17-Confirmed the gas will be reconnected todayThe charges were reviewed with the customerAn outstanding debt of $was found under [redacted] name from a previous addressThat debt will be moved to G [redacted] since her name is now on that account as a co-applicant The debt will become part of the balance however will not change the PIPP amount due The customer will call me if she decides to get off PIPP and get on payment planAs a onetime courtesy, the reconnect fee of $33and security deposit of $will be charged.The customer was satisfied with the resolution 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 I would like to provide the Revdex.com, with the dates I have been calling and the User ID I was given from an employee of Dominion who said I was being avoidedIf this would help my disputeI have also called about my name being spelled wrong on my account as well, since I had filed a stolen identity claim last yearThis also has not been fixed or resolvedI am also not receiving the letters or mail they "claim" they are sendingI am becoming very frustrated that they can not even find the phone records where the manager tells me I am being avoided, just like they cant find my cancellation of the gas shut off call as wellI believe that call also backs up my claim/proof of them not searching for my previous callsI believe this is resulting in poor customer service and really should have more respect for their customersI had previously provided Dominion with the call dates and who I spoke with when I initially filed my complaint with them and they where then not able to find my callI think that providing them with my last calls info would again prove useless due to their poor record keepingI truly feel like I am being discriminated against, that they are not making efforts to find my phone calls and believe I should just being paying bills that are not mine! Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Scott [redacted] ***Cleveland, Oh ID: [redacted] 3/6/- The customer was disconnected for nonpayment The last payment made was in August 3/7/2017- MrB [redacted] called the next morning and we advised him to call back before 12:with his receipt number for that same day turn onWe reconnected the service at 5:pm on 3/I advised MrB [redacted] when someone is disconnected for nonpayment we try and get the service reconnected on as soon as possible once the payment is made We placed his order on a truck that has already been scheduled with other orders and when we get in his area of town we will come and reconnect the service This is why we cannot give him a time frame because we work around “scheduled orders”I did advise yes, we could have given him a time frame of hours however, he would not have the service on the same day and he would have to wait and schedule this for a later date not the same dayI advised when we reconnect service for nonpayment, there will be a reconnect fee for going back out to the home and turning on the service and that the fee standsHe did say he appreciated me calling him backThank YouVickie M/InvestigatorDominion East Ohio

Dominion Customer Relations11:AM [redacted] ** ID [redacted] Customer: [redacted] Address: [redacted] *** [redacted] paid the $payment to utilize the Winter Reconnect Offer available for DEO customers during the winter heating season on 3/11/to avoid her service from being interrupted DEO set up a current plus payment plan once the $payment was received on her remaining balance, and that payment arrangement has not been kept in compliance Prior to the $payment, that last payment that [redacted] applied to her gas account was on 8/29/ Before DEO can discuss any other type of payment plan options, [redacted] must bring her current plan into compliance There is an immediate disconnect balance of $233.29, and service can be disconnected at any time for this minimum past due amount [redacted] also has an additional past due balance of $due by 6/8/to prevent a further disconnection of service Therefore, the total past due balance of $is due to avoid an interruption of serviceDEO would be happy to discuss other payment plan options that are available for the remaining account balance once $has been paid in full by 6/8/The total account balance at this time is $If [redacted] meets the income guidelines, she may qualify for the PIPP Plus program set up through the state of Ohio She can contact the ODSA to enroll in the PIPP Plus program at (800) 282-Dominion Customer RelationsAMZ

According to Dominion East Ohio records our technician arrived at the premise to complete the service order at approximately 9:AM on 12-1-15; prior to the arrival an automated call ahead was completedThe technician documented that he went to both the front and side door to attempt access This customer contacted the company at approximately 9:AM and was advised that the next available date to reschedule the service order is 12-3-between 12:and 4:PM On 12-2-Dominion East Ohio called this customer to advise her of the findings but there was no answerA message was left on her voicemail regarding the findingsA letter was also issued to the customer requesting that she contact Customer Relations with any further questionsThank you,Dominion Customer Relations

Dominion Customer Relations2:PM (hours ago)to me Hello, Below are the findings regarding Revdex.com ID [redacted] The statement which was prepared on 8-18-advised this customer that the past due amount of $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 $The service was turned off due to non payment on 9-9-On 9-14-a $payment posted to the accountThe previous security deposit in the amount of $along with $interest was credited to the account when the final bill was issuedThe final current charges were $The final account balance is $Anytime a statement reflects a disconnection notice the customer is advised that a security deposit along with a $reconnection fee will be billed to the account upon reconnectionOn 9-26-Dominion East Ohio Customer Relations called Mr [redacted] to advise him of the findingsA message was left for him to return our call on the hotlineA letter was also issued requesting that he contact the companyThank 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 In the response, the business didn't even properly spell my name correctlyI spoke with representative T [redacted] this week and will contact her if I have further questionsWe agreed that my reconnect fee will be waived, and she may be able to resolve the issue further after reviewing recorded phone calls, including those in which I was promised someone would visit to connect my service on the same day of my payment.The business is correct in stating that I did not contact them for months, during which time I was using the gas, which I understand is necessary to pay for! My problem wasn't in paying it, but in paying the entire amount up-front simply because I hadn't called beforeAs a full-time college student and young professional, forgive me if I don't have time to notice that my gas company made a mistake and hadn't been billing meNo notice was made at the service address, either.I also don't believe that the answer of, "The company [being the investment company that has nothing to deal with my rental services or personal assets] must have given us the wrong address..." answers why this mistake was being made in the first placeFurther question sto pose: why didn't the investment company notice they were being billed or not receiving gas services? Who are these people that took the gas out of my name? Nothing about this situation is right.There's more to this than just waiving a reconnect fee, and I am making such an effort here so that this doesn't happen to another customer in the future.I am happy to finally get a contact number of someone local who handles these kind of customer service issues rather than being transferred through a phone center in Texas with individuals that couldn't help me at all, so that's a bit of a relief, but I am quite frankly still a little lost as to how the business let this happen in the first place Regards, [redacted]