Dominion Energy Ohio

Hello, Below are the findings regarding Revdex.com ID [redacted] Review of Ms. W[redacted] account for [redacted] Martin Luther King Jr. Dr [redacted] is as follows: Ms. W[redacted] was dropped from Pipp Plus in 2015 for not re-verifying and missed payments.   Account#[redacted] account...

balance $667.40. Ms. W[redacted] paid the balance in full and restored services at [redacted] Martin Luther King Jr. Drive on 9/19/2016.  Ms. W[redacted] was on normal billing at this time.  She was charged a security deposit $70.00 and a reconnect fee of $34.52. She re-verified her Pipp Application on 11/8/16 DEO received information from Ohio Development Service Agency.  The customer at this time would be charged current charges and late fees if applicable. Per 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 payment. Once 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 2/1/2017 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 account. DEO Attempted to contact Ms. W[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 1-888-263-8989 to discuss her results. 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.
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 avoided. If this would help my dispute. I have also called about my name being spelled wrong on my account as well, since I had filed a stolen identity claim last year. This also has not been fixed or resolved. I am also not receiving the letters or mail they "claim" they are sending. I 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 well. I believe that call also backs up my claim/proof of them not searching for my previous calls. I believe this is resulting in poor customer service and really should have more respect for their customers. I 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 call. I think that providing them with my last calls info would again prove useless due to their poor record keeping. I 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]

Thats correct.  I never received a postcard or anything else.  I was signed up without my permission, knowledge or consent and others are writing online how upset they are also

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.
[redacted]11:04 AM I submitted complaint #[redacted] and received an email that the complaint has been closed due to my lack of response. I would like to reopen the complaint as the issue is not resolved. I had an unexpected death in my family and fell behind in my emails. I read the response from Dominion and do disagree with the following portions of their statement:"On 7/8/15, DEO reviewed a call from 2/7/14 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 address. The representative advised Ms. [redacted] of the dates of service, which was from 4/3/08 to 5/3/11.  [redacted] advised the representative that she did not live at the [redacted] Street address that long and that the dates were incorrect." In response to this statement, I do not recall the details of this phone call that took place in 2014, but I do know that I initially believed the error was due to an account I may have held very briefly several years ago. I was not sure that I had gas service on at this address, which I believe was on [redacted] Street and I was pretty sure utilities were not on in my name. I lived there less than a month. If I did agree to a payment plan at the time of this call (I do not recall), it was because I needed to start gas service at [redacted] Boulevard and had to agree to a plan in order to start the service; I lived on [redacted] Boulevard for several years and paid all of my bills, never receiving a bill for this account or being contacted about it until I opened this investigation. If there was a payment plan put in place in 2014 during that phone call, and Dominion had my current address and phone number at that time, why was I never sent a bill for this account? And how is it that this account was opened in the first place, without any Identifying documents or verification? Their response goes on to say:"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] Boulevard, Cleveland address.  She stated she is still proceeding with the ID Theft investigation."I did not state that I was getting it confused with the [redacted] Boulevard address, but rather I could have been thinking the bill was generated during the time I briefly lived on [redacted] Street. Again, my stay at that address was very brief and I do not remember the year nor the house number of that address, but I do not believe gas services were started in my name at that address. "DEO 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 (4/3/08 – 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) 438-4338 to request the affidavit to be mailed out." Submitting Photo ID and Social Security Card, as well as the FTC affidavit are not an issue. I filed and obtained a copy of the police report, which is now being investigated by the Financial Crimes department of the Cleveland Police, but the officer I spoke with told me they do not sign the reports and that anyone can request a copy of the report if they have the report number ([redacted]). Showing Proof of Residency during the time of disputed usage is the biggest obstacle I am facing in disputing this account. I contacted the IRS, but they only have tax returns for the past 3 years. I requested a "tax transcript" for those years, but the transcript I received reflects the same. I am attempting to locate school records or some other acceptable form of Proof of Residency during these dates. I have federal student loan promissory notes during these years and will submit them, but am unsure if they will qualify as acceptable documents. The unexpected death in the family did put these matters on hold for me, but this is definitely unresolved and I would like to proceed with the complaint. I will do what I can to prove that the account does not belong to me, but I would like to know what DEO is doing to prove that the account was opened with my authorization. If they can pull phone calls, where is the call that started this service? I need to show proof now that I never lived there; did they not require proof at the time service was started that I did live there? If I have to submit a copy of my ID and Social Security now, wouldn't those documents have needed to be submitted then as well? If these documents were submitted at the time the service was started, I would need to know about that. And if they were not required/submitted, DEO was being negligent in opening this account without proper authorization.Please let me know how to reopen this complaint. Thank you for your time and consideration of this matter. [redacted]
[redacted]

[redacted]From: Dominion Customer Relations <[redacted]Date: Fri, Jun 16, 2017 at 9:31 AMSubject: RE: [External] regarding complaint [redacted]To: "[redacted]Hello,Below are the findings...

regarding ID [redacted]Customer Relations Spoke to Mrs. [redacted] on 6/16/2017. She was advised that the company removed the security deposit that was charged twice ($66.00) along with the late payment charges in the amount of $2.50. After the adjustments the total amount due shows $125.00. The shutoff has been removed. Mrs. [redacted] was satisfied with the resolution.  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.
Regards,
[redacted]
The personnel at Dominion Energy are rude and have no respect for their customers.The time as stated in your current reply to me is 10 minutes later than that noted on the card.  But that's beside the point.  The point is, the tech lied about knocking -- I am able to hear knocking on my front door when I am in the kitchen, as it's very close by.  My belief is that he simply wanted to be done with his list of customers, and he gave us all short shrift.When Tamara called me at 9:15 a.m. on Weds., Dec. 27, I told her I was on my way out the door, and I asked her to call me at 1 p.m.  She said she would.  She didn't call then, but she called me at 2:40 p.m.  I told her that I was just turning in to the [redacted] for a water therapy appt., and I pointed out that she had agreed to call me at 1 p.m., but didn't.  I asked her to call me at 4 p.m.  She agreed.  However, she didn't call me until 4:20 p.m.  I agreed to a Dec. 30 appt., but Tamara said that she would have to check with the supervisor.When Tamara called me at 9:04 a.m. on Dec. 28, I was literally inside a [redacted]., and unable to answer the phone.  I called the number that Tamara left for me at 10:45 a.m.  Vicki answered the phone, and she seemed to be a very pleasant individual.  When she summoned Tamara to the phone at 10:50, I overheard her caution Tamara NOT to call me "[redacted],"  which she knew upsets me.  Tamara agreed to set the appt. for 1 p.m. on Dec. 30.  Then Tamara called me back at 11:05 -- just a few minutes after we had hung up -- and she gleefully and loudly greeted me as "MISS [redacted]."  This is disrespectful and mocking, and, I'm sorry to say, typifies the behavior one receives from employees of Dominion Energy.At 5:01 p.m. on Dec. 29, I received a robocall from Dominion Energy, stating that a technician would arrive "between 12 and 4 p.m." on Dec. 30.  What about the 1 p.m. appt. that Tamara had agreed to??  Then I received a robocall at 12:06 today, Dec. 30, stating that a technician was on his way.  He arrived about 12:20.  Clearly, Dominion Energy does not care about its customers; they seem to believe that they can treat us any way they like.

Dominion Customer Relations8:32 AM to me Hello,Below are the findings regarding Revdex.com ID [redacted]On 7/11/16 DEO left Ms[redacted] a message advising her that an email was sent to get the date of 7/20/16 and the time slot of 4-8 pm scheduled for her meter change appointment.On 7/20/16 the appointment...

was not reached and the order was removed from the technicians match unit (computer communication device in the vehicle).At 7:58 a dispatcher rescheduled the order for 7/22/16 and as an all day order. At that time the dispatcher should have called Ms[redacted] to advise her that she was rescheduling her appointment. There will be a coaching in the matter of communicating with the customer.On 7/21/16 Ms[redacted] called and stated no one showed up and at that time another order was taken and placed on hold for an evening appointment (4-8 pm). The date of 8/4/16 was the new appointment date but again the evening was not available, so an email was sent to the shop to see if minutes could be opened up from 4-8 pm.On 8/4/16 the field representative arrived at 7271 Welland at 2:43pm. Due to the configuration of the computer communication device in his truck, the special instructions (work between 4-8pm) were not seen.DEO was able to change the meter at the home on that date.DEO accepts responsibility for the errors made and appreciates that Ms[redacted] brought the issues to our attention.  The information will be used to assist us in looking at our internal processes to better serve our customers.DEO has made several attempts to reach Ms[redacted] to discuss the findings. Several voice messages were left and have not been returned.DEO does not reimburse customers for lost wages, but we are willing to offer a $25 credit to Ms. [redacted]'s account.Thank you,Dominion Customer Relations

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: [email protected] <[email protected]>Date: Tue, Sep 19, 2017 at 4:50 PMSubject: ID [redacted]To: "[redacted]>Service was started for [redacted] on...

1/11/13.  Our technician left the gas meter on and ready for use, but did have to red-tag the furnace because there was no power.   Because the gas meter was left an, the customer had the ability to use the service on demand.  The customer never requested to stop the service because she was not using it.  Instead, the service was disconnected for non-payment on 10/1/13 and the technician found the meter on and subsequently turned it off.  The billing stands and no adjustments will be made.  The final bill was mailed to the customer.  The customer disagrees with these findings and will continue to fight the charge.  Dominion Customer RelationsAngie

According to Dominion East Ohio records our technician arrived at the premise to complete the service order at approximately 9:24 AM on 12-1-15; prior to the arrival an automated call ahead was completed. The technician documented that he went to both the front and side door to attempt access....

This customer contacted the company at approximately 9:54 AM and was advised that the next available date to reschedule the service order is 12-3-15 between 12:00 and 4:00 PM.  On 12-2-15 Dominion East Ohio called this customer to advise her of the findings but there was no answer. A message was left on her voicemail regarding the findings. A letter was also issued to the customer requesting that she contact Customer Relations with any further questions. Thank you,Dominion Customer Relations

The gas service was transferred to [redacted]s name at [redacted] Street on 6/2/15.  The gas was on at that property so the gas was able to be transferred along with the outstanding debt of $ 469.55 from a previous address. Ms. [redacted] was advised of the debt at the time of the transfer and...

understood it would become due on the first bill.On 7/7/15 Ms. [redacted] contacted Dominion and was advised again of the debt $469.56. The first bill went out on 7/8/15 with the debt with a shut off notice due 7/27/15.On 7/28/15 Ms [redacted] spoke with an agent that quoted a PIPP amount due of $30 to keep gas on as long as the customer went to her appointment   to re-verify her income for pip on 8/10/15. The customer paid $30 on 8/12/15 however did not go to her appointment on 8/10/15.The gas was shut off on 8/20/15 for non- payment.Ms. [redacted] was contacted on 8/21/15. An offer to turn the gas back on the same day was made since she paid what was quoted. Ms [redacted] was not sure she wanted the gas back on in her name. Ms. [redacted] stated is she wanted the gas back on in her name she would call me.  A payment of $ 104.22 which is now the PIPP amount due would need to be paid before 8/28/15. Ms [redacted] would need to keep her appointment next week to re-verify her income for PIPP.As of 8/24/15 Ms. [redacted] has not contacted me.  Dominion Customer Relations

Dominion Customer Relations12:57 PM to me  Hello,Dominion East Ohio attempted to reach this customer by phone on 1-12-16 and 1-13-16 to advise her of the findings regarding her dispute. There was no answer; a voicemail message was left to return the calls. A letter was also mailed to this customer on 1-13-16 requesting that she call us at (866)344-6260, Monday through Friday from 8 a.m. through 5 p.m. There is no indication of her speaking with a manager and being told that she was being avoided. During the initial investigation of the complaint, it was determined that there is no record of this customer contacting Dominion East Ohio to cancel the new service request prior to the transfer of service or to advise the company that she never moved into the new address. On 1-19-16 the company issued copies of the bills showing the breakdown of what is owed. On 1-19-16 the company attempted to reach this customer by phone again; a voicemail message was left to return our call. A second letter was also mailed to this customer requesting that she contact us at (866)344-6260, Monday through Friday from 8 a.m. through 5 p.m.  Thank you,Dominion Customer 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]

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: [email protected] <[email protected]>Date: Fri, Nov 3, 2017 at 9:53 AMSubject: ID [redacted]To: "[redacted]>We can only address Ms. [redacted] account for this complaint.  There are strict rules surrounding the state run PIPP Plus Plan and the company is unable to deviate from the guidelines as this would make us out of compliance.  Ms. [redacted] was removed from the PIPP Plus Plan in August 2016 for being behind on her payments.  In order to re-enroll in the plan, per the State of Ohio, the customer must satisfy the original missed payments plus any current charges that she has incurred since being removed from PIPP Plus.  The customer has not processed any payments on her account in almost 2 years.  Since being removed from PIPP Plus, Ms. [redacted] was set up on a company payment plan based upon her account balance.  The customer’s large balance of over $8000.00 makes it difficult to create a reasonable payment for her gas bill.  Each month the customer has been sent a bill for gas consumed and payment has not been rendered for our service.  After speaking with [redacted], her issue seems to be with the local community action agency and possible misinformation that she provided.  Ms. [redacted] stated that the agency told her that she would be set up on PIPP Plus and default would be erased.  This is not the case and the customer would need to speak with the agency as to why she was provided this information.  We consider this matter closed. Dominion Customer RelationsAngie

Ms. [redacted] contacted Dominion East Ohio on 7-16-2015 to dispute her issue. She requested a supervisor and according to notes on account the supervisor took over the call. On 8-20-15 spoke with Ms. [redacted] to confirm with her if the issue she originally called about has been settled....

 She stated the bills were confusing after she changed the account from her deceased husband’s name.  Explained the billing to her, and apologized to her for any misunderstanding. Ms. [redacted] appreciated a call back from the company in regard to her situation.  Dominion Customer Relations

Dominion Customer Relations10:35 AM 
[redacted] Revdex.com [redacted] has three previous cases on file. 10-31-14 ID [redacted]  3-10-15 ID [redacted] and 5-18-15 ID [redacted]. Dominion has set up payment arrangements with the customer. [redacted] has failed to keep the...

agreement. There will be no extension granted. The gas could be shut off at anytime for not paying the $233.29 that was due on 5-11-15. An additional $194.35 is due by 6-8-15. To use a medical certificate,  [redacted] would need to call 1-800-362-7557 to provide Dominion with the doctor’s name, fax number, office number, and patients name. The medical could be faxed to the doctor. The approved medical could be used to maintain service or reconnect service within 21 days of the shut off. Left a message with [redacted] on 5-28-15.  Dominion Customer RelationsAMZ

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: [email protected] <[email protected]>Date: Tue, Oct 31, 2017 at 2:53 PMSubject: ID [redacted]To: [redacted]>Ms. [redacted] is currently enrolled on the 1/9th Payment...

Plan.  She has a past due amount of $3,277.72 and a total payment plan balance of $4,404.76.  Ms. [redacted] was dropped from PIPP Plus last year on 8/18/16 for her anniversary date.  Currently, to re-enroll on PIPP Plus a past due payment of $2,975.51 or the total of $3,089.68 is needed.  Ms. [redacted] did receive a Heap Direct credit in the amount of $220.00 on 7/11/17.  As you know this payment does not apply towards the PIPP default.  The last customer payment was made last year on 3/7/16 in the amount of $285.00.  The customer is currently utilizing a medical certificate which expires on 11/19/17.  She will have 1 medical certificate left to use until 5/11/18.  Ms. [redacted] also filed a complaint with the PUCO in regards to the same issue.  I spoke with Ms. [redacted] on 10/30/17 and we discussed the options available to her to maintain gas service.  She disagrees with the amounts that she has been billed and will continue to fight the charges. Dominion Customer RelationsAngie

Dominion East Ohio scheduled the turn-on order for Ms. [redacted] at [redacted] in Cleveland Heights for an all-day appointment today, 7/13/15.  Ms. [redacted] has been advised that an adult needs to be present at the property to provide access for the turn-on order.

Dominion Customer RelationsJun 9to me [redacted]Daytime Phone: [redacted]E-mail: [redacted]@att.net Id: [redacted] For the address of [redacted] Avenue, Cleveland, Oh [redacted]  and [redacted] Avenue, Euclid, Oh [redacted] - per the Auditor,...

the owner of these two address are [redacted]. Ms. [redacted] says she does not own them, so I advised Ms. [redacted] to contact the auditor if she has any discrepancy about this. For the amount of $588.40 – it is broken down as $51.94 for the address of [redacted] Ave and $536.44 for [redacted] Ave. Regarding the $51.94 for [redacted], as a onetime courtesy DEO removed those charges.  Regarding the $536.44 for [redacted], these charges stand. The service dates for this bill are from 10/17/2014 - 9/23/2015.  This bill was created thru a landlord reversion.  Ms. [redacted] had applied this program on this address which is when a tenant moves out of the home, the gas is not turned off but goes back into the landlords name – per the landlord reversion agreement.  The bills were mailed to the address that Ms. [redacted]  asked to send them to at:  [redacted] Avenue, Euclid, Ohio [redacted].  The address of [redacted], we received a cancelation of the landlord reversion on 6/2/2016, however, on 5/24/2016 the reversion was in effect so gas service went back into Ms. [redacted] name because a tenant moved out.  We have set up a turn off of service for her on 6/9/2016 between 8:00 – noon.  We advised her she needed to gain access for us to turn off the service but she said she has no access.  DEO cannot turn off the service if there is no access.  We did go to the home, but could not get into the home.  The gas service is still in her name and she was advised of this situation.This is an up and down home and someone lives in the up unit so therefore we cannot turn off at the street. We received paperwork from Ms. [redacted] and as of 6/2/2016 there is no longer a landlord reversion for the [redacted] address.  The address of [redacted]/10614 [redacted], we also cancelled the landlord reversion as of 6/2/2016. The customer feels this bill for $536.44 is covered under the Chapter  7.  We checked with our Bankruptcy department and they stated that any charges incurred before 1/22/2011 are covered under her Chapter 7, any charges incurred after 1/22/2011 are not covered under bankruptcy. Therefore, the customer is responsible for the $536.44. 6/9/2016 – We have spoke to Ms. [redacted] a few times, but I left another message for her today to call me to discuss her situation. Thank youVickie M[redacted]

On 7/22/15 Ms. [redacted] requested the gas to be turned off at [redacted] in Cuyahoga Falls, Ohio. The appointment was scheduled for 8/5/15 between 8 AM-12 .The gas meter is inside and access to the meter was requested. Dominion arrived on 8/5/15 at 10:55 AM however we...

could not get in. On 9/1/15 Ms. [redacted] contacted Dominion concerning her turn off request. The customer was informed the gas was still on in her name and she would be billed until access was provided. On 9/3/15 the gas was transferred to a new tenant. This created a final bill for Ms. [redacted] as of 9/3/15. On 9/10/15 Ms. [redacted] was contacted concerning her final bill. As a one- time courtesy her final bill we be adjusted to end 8/5/15.  Ms. [redacted] was satisfied with the resolution.  Dominion Customer

This is in regards to the above address. Ms. [redacted] contacted DEO requesting her last day of service to be on December 31, 2015. The billing cycle ended on December 30, 2015. Since this happened, Ms. [redacted] is disputing the one extra day that was billed for the basic charge. DEO agreed to...

re- bill the account to December 30, 2015 to avoid the extra charge. Ms. [redacted] is satisfied with the resolution.   Dominion Customer Relations