Dominion Energy Ohio

Dominion Customer Relations10:AM to me *** ***
*** *** ***
*** *** ***The gas service at *** *** *** was disconnected on 6/8/for non-paymentThe customer made the required payment on 6/9/and was scheduled for reconnection for 6/10/ The
appointment was considered to be all day, any time from 8AM to Midnight DEO did not arrive as scheduled on 6/10/due to an error. DEO made contact with the customer to apologize for the error and make special arrangements for the reconnection The customer has requested that DEO reconnect the gas service on 6/11/after 5:PM As requested, the gas service was reconnected at 5:PM The technician lit the furnace, water heater, and dryer Due to the error, DEO waived the customer’s reconnection fee.Dominion East OhioCustomer Relations

(The following was cut/paste by Revdex.com staff, LST)***From: *** ***>Date: Thu, Dec 28, at 11:AMSubject: RE: [External] complaint #***.To: Revdex.com Hello,Below
are the findings regarding Revdex.com #***Ms*** had a DOT inspection scheduled for 12/23/between 12:noon and 4:PM.A dispatcher called to see if Dominion could come sooner.Ms*** advises yes.While in route, a call ahead was also placed by the rep at 10:AMThe call ahead was answered by Ms***.The rep arrived at 10:AM and went to the front door and knockedHe stated he knocked several times.Ms*** has stated she was at the back door waiting.The rep wouldn't know to go to the back door unless advised in the service order.After no response, he left a card on the door and left.Ms*** later called dispatch to have the rep come right back, but he was in route to another stop.Customer Relations spoke with Ms*** on 12/27/to apologize and advise her that the DOT inspection has to been doneThe agent advised her that she would schedule another appointmentThe agent called the supervisor of the local shop and scheduled Ms*** for Saturday, December 30th.Thank You,Dominion Customer Relations

In an e-mail comment to Revdex.com staff (*** the company stated that they are in the process of removing the unauthorized usage charges. A new bill will be issued showing nothing is owed and all collection activity will cease. The company has also contacted the customer by email to
provide this information

Dominion Customer RelationsJun 1 ** **
*** Below is the response from Dominion East Ohio regarding ID #*** A review of the account payments does not show the payments that *** *** listed in her complaint The company placed a call to *** *** to discuss all
of her payments She was advised of the payments that Dominion has received, the dates that the payments posted, and the form of payment It was further explained to *** *** that a payment in the amount of $ had posted to her previous account number *** And that a Dominion employee had moved the payment to her active account as of 6-1- An email has been sent to our credit department to have them update the pip plan information for the active account number Once the pip plan information is updated, *** *** should be reset to start the pip payment plan with her next billing statement on or around 6-08-2015. The company suggested to *** *** that she review her online payments that she thought she was making to Dominion East Ohio, and check the amounts against her bank statement to see if those amounts were removed from her bank accountShe was advised that if payments were paid to Dominion East Ohio Gas that she should contact the company to provide the account number which the money was paid toThe company reviewed her final accounts and was unable to locate any credits on the final paymentThis customer was given the hotline telephone number to contact the company if needed in the future. Thank you,Dominion East Ohio Customer Relations

Dominion Customer Relations9:AM to me Hello,Below are the findings regarding ID ***According to Dominion East Ohio records we did our due diligence on giving this customer the opportunity to schedule the DOT inspection prior to the service being turned off which would have avoided the
reconnection feeSeveral notices were mailed outAn initial notice advising that access is needed to the meter was issued on 1-26-16; this was the 1st requestOn 2-9-the 2nd request was mailed, and on 2-23-the last warning was mailed The statement that was prepared on 4-22-also advised the customer of the final shut off noticeThe company also attempted to reach the customer by phone on 2-2-16, 2-16-16, and 3-29-to no avail.On 2-29-this customer accessed the company website and scheduled a service order for 3-22-between 4:00PM and 8:PM; upon arrival at approximately 3:PM there was no access.This customer contacted the company on 3-29-and spoke with an agent to reschedule the order for 4-2-between 12:noon and 4:00PM; upon arrival at approximately 12:PM there was no access.The company completed the turn off due to no access on 5-5-Shortly after the turn off this customer contacted the company on 5-5-to restore the service; after completion of the service order the reconnection fee was billed to the account; the charge will standThe notices that were issued advised the customer that the $reconnection fee would be charged if the gas is turned off.The inspection is a requirement of the company’s Minimum Federal Safety Standards. On 6-15-Dominion East Ohio called Mr.*** to advise him of the findings Thank you, Dominion Customer Relations

Dominion has reviewed Ms***’s concern Dominion position stands as noted on the 6/24/response There is no record of *** *** calling to disconnect the service at *** *** on 10/3/ The balance was transferred to *** *** Dominion did offer a payment agreement on 5/22/As of this date no payment has been made to activate the agreement. Dominion Customer Relations

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

On 4/11, I left a voicemail for *** to discuss possible appointment windows; and on 4/12, *** returned my call. I explained that human error caused the 4/scheduled appointment to be missed, and confirmed the 4/AM (8-12) appointment. I apologized for the inconvenience ***
encountered while trying to schedule to DOT inspection, as well as the missed appointmentAdvised we would address the pushback *** experienced during the DOT scheduling process. Notified local supervisor of 4/AM appointment, supervisor confirmed DOT will be scheduled and completed on 4/15, 8-Customer satisfied. Dominion Customer RelationsJeremy W.- InvestigatorAngie Z***- Reviewer

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

*** *** gas service was restored 3/23/at approximately 11:pm. We have been unsuccessful when attempting to contact *** *** via telephone to discuss her complaint A ‘please call’ letter has been issued. Dominion East OhioSupervisor Customer Service
CenterCustomer RelationsOhio Integrated Service Centertie line: 654-7220office: 330-798-7220fax: 888-650-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I would gladly pay the $to have services restoresWhy would I get a medical certificate signed? The fact that its below degrees and there are minors living in the home should be reason enough for services to be restored until this PIPP mess is straightened out

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
There was a call made to dominion to have service disconnected at *** *** because we were moving on 10-31- As you can see there was no usage at the address for the time between 10-31-and - I told the representative tha the charges were in accurate from the first time I called in

Dominion Customer RelationsJul 24 This is in regards to *** *** who resides at *** *** **in LakewoodMs*** has been a DEO customer since 5/31/On 3/11/2013, Ms*** called in to start a payment plan and did advise DEO that she could only afford $a
month. On 4/15/Ms*** was set up on the Budget plus for $100.40; with the first plan amount being due 4/17/Ms*** made all required payments until 8/13/As of the 9/13/date Ms*** was dropped from this payment plan for the past due amount of $88.64; this amount was due on 9/11/2013. On the 9/25/billing statement there was a disconnection noticeThere has not been a phone conversation from Ms*** on the disconnection notice or why she was dropped from her payment planMs*** is still making $a month payment’s on her account, but is not responding to the disconnection notice on her statements every month. The last phone conversation on record was 7/23/and before that was 4/15/There are several different options that can be offered and may qualify for the PIPP Plus program. DEO has attempted to contacted Ms*** via phone 7/23/with no responseWill offer another payment plan that will be lower than $and also advise about the PIPP Plus programDEO has mailed a please call letter for follow upMs*** can contact DEO Customer Relations Department at (888)263-Monday through Friday from am to pm. Dominion Customer Relations

Dominion Customer Relations8:AM to me *** *** *** *** ** *** ID *** On 3/31/DEO sent a technician out to Ms*** home on the appointment she was able to make and her meter inspection was completed. Thank YouDominion Customer
RelationsDominion East Ohio

Dominion Customer Relations7:PM *** *** entered into a Landlord reversion agreement with DEO at the service address of *** *** *** in Youngstown The Landlord Reversion agreement authorized DEO to transfer service into the property owner’s name if/when a tenant
calls to request a turn off The property owner is required to provide a mailing address, and update the mailing address if any change is needed. Ms*** provided the mailing address of *** *** Avenue in Youngstown on the Landlord Reversion agreement, so when the service reverted into *** ***’s name on 9/11/at *** *** Road in Youngstown, the billing statements and correspondence were being sent to *** *** Avenue in Youngstown since a new mailing address was not provided. The account ended on 1/30/when the service transferred to a new party, as requested, and at that time the mailing address DEO had on file was for *** *** Avenue in Youngstown. *** *** contacted DEO on 7/2/after receiving notification from a collection agency regarding the outstanding balance DEO advised Ms*** the outstanding balance was $248.30, and DEO updated the mailing address immediately once Ms*** informed DEO of the address change DEO updated the mailing address to *** *** *** in Youngstown. DEO recalled the account from collections on 7/2/ once it was discovered that Ms*** had not received a final bill DEO issued a Zero Balance Letter once the payment of $was received Ms***’s credit report will reflect the balance had been paid in full in approximately 30-days to update the customer’s credit information. DEO attempted to contact *** *** to follow up A voicemail was left to please return the callDEO issued a Please Call Letter

Dominion Customer Relations8:AM to me Hello, Mr*** is requesting that he be reimbursed for his overdraft charges and for charges he incurred at a hotel stay Mr*** stated this happened because his gas serviced could not be turned on due to the lease and id could not be viewed; it was too dark Mr*** was advised to send in proof from his bank as well as hotel receipts. Mr*** was given the mailing address and fax number to submit his claim Mr*** was advised this decision would be made by the claims department The response can take up to days. An additional apology was offered to Mr***. Thank you,Dominion Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that at this time, the company appears to be willing to work with me and the information I am able to obtain to resolve the matterAlthough the issue is not closed, I think we may be able to resolveThank you
Regards,
*** ***

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

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

The address in question is *** * *** Cleveland OH 44102, not *** *** *** Cleveland OH The account in question billed from 1/9/2014-3/25/2014; there was an outstanding debt that was not satisfied and sent to collectionsThis investigation revealed that the son and the father
share the same nameThe Social Security number attached to the account is the son’s numberIt was determined that the collection agency transferred the debt under the father’s social security number in error. *** ***, the father, is not associated with this account and never wasHe went to apply for a loan and found this debt of $ on his credit reportHe was having difficulty communicating with the agent at ***DEO and Mr*** called and spoke with a supervisor from *** and explained the situation and what could have possibly happenedThe Supervisor from *** requested that the DEO agent leave the conversation and have Mr*** them call back. When Mr*** called DEO back he stated that *** advised him that the situation would be handled within 2-weeks and that the debt will be removed off of his credit report DEO advised Mr*** that if there are any further questions to call Customer Relations Department at (888)263-Monday through Friday am to pm. Thank you,Dominion Customer Relations