Revdex.com,As stated in our original response, the concerns of the customer, related to credit of the current account, were completed prior to out receipt of this inquiry. The customer can request a check refund or leave the credit on the account to apply to the next billing period.If the customer does not wish to contact the helpline, as suggested in our response, Customer Relations & Policy can be reached at [redacted] to further assist the customer.Sincerely,[redacted]Customer Relations & Policy[redacted]
September,
21, 2016
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further.
Dominion made several attempts to reach the customer by telephone and we were not successful. ...
We
regret the payment complications the customer experienced in their attempts to pay
their Dominion electric bill using the Bill-Matrix payment system. Please understand Bill-Matrix is a separate entity
and has their own policies/guidelines which all participants using their system
must follow.
Additionally,
based on a thorough review of our records, and recent account activity, we have
determined the customer has reverted to their original account holder status for
their Dominion power bill, and the existing account no longer shows an additional
customer. Our records also show the Company explained its guidelines/position to
the customer regarding security deposits and its relation to other customers
being added to an existing account.
Again,
thank you for allowing us the opportunity to address the customer’s
concern. If Customer Relations and
Policy may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
Greg W[redacted]
Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer's usage. Therefore, we must rely on the accuracy of our meter to determine the accuracy of the bill. Our tariff, filed...
with the Virginia State Corporation Commission, states that the meter should record at plus or minus 2% of 100% to be considered accurate. As indicated by the test results below, the meter is recording accurately and the bills previously rendered are considered correct.Light load 99.68%Full load 100.34%Our investigation failed to disclose any conditions which would indicate your previous bills were incorrect. We share your concern in this matter, but in view of our findings no adjustments are in order.
In order for Products & Services warranty premiums to be paid by Dominion Virginia Power to the warranty program, all customer account payments must be paid in full and on time. Accounts with a past due balance are subject to termination of the warranty program. Customer notified on...
4/17/15 bill of possible cancellation of the program due to past due balance on account. Customer bill dated 5/18/15, full premium payments were credited back to customer account. Warranty program cancelled. Regardless of the status of the warranty program, the plan does not cover compressors. Paragraph 6 of terms and conditions, which all customers acknowledge receipt follows.
Dominion Products and Services, Inc’s Heating and Cooling Repair Program
Terms and Conditions
The Heating & Cooling Repair Program ("Program") by Dominion Products and Services, Inc. ("Dominion") covers all eligible residential forced air heating and cooling systems fueled by electric, gas, propane or oil in single-family residences.
6. The following are excluded from the Program: commercial systems, boilers and water heater based systems, steam systems, geothermal heat pumps, gas engine driven heat pumps, or radiant floor/ceiling heat; routine maintenance such as coil cleaning, duct cleaning, filter replacement, condensate drain clearing and seasonal turn-ons/turn-offs; add-on components including humidifiers, electronic or electrostatic air filters, electronic zoning systems, ultraviolet light systems and condensate lift pumps; auxiliary components including ductwork, grilles and registers, equipment casing/enclosures, condenser pads, snow legs, flues and chimneys. The following coverage limitations apply: The repair/replacement of compressors, indoor and outdoor refrigerant coils and heat exchangers will be limited to the manufacturer’s parts warranty period. Refrigerant leak repairs occurring in areas other than indoor and outdoor refrigerant coils will not be made for systems greater than fifteen (15) years of age. Dominion reserves the right to make final coverage eligibility decisions.
Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer's usage. Therefore we must rely on the accuracy of the meter to determine the accuracy of the bill. Our tariff,...
filed with the Virginia State Corporation Commission, states that the meter should record at plus or minus *% of [redacted]% to be considered accurate. The meter at your home was tested on February 16, 2018. As indicated by the test results below, the meter is recording accurately and the bills previously rendered are considered correct.Meter Test: [redacted].**%As a result of the meter test, no billing adjustments are in order.We appreciate the opportunity to respond to your concerns and trust the results of our investigation are satisfactory.
Thank You for bringing our customer's concern to our attention. We have reached out to the customer and she has requested to call us back to further address her concerns. A second message has been left with our contact information. Our investigation has resulted in a slight...
credit to the customer's account. We look forward to the opportunity to share this information with the customer at the time of a return call. Sincerely, Customer Relations & Policy
[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 [redacted], 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: [redacted].
Regards,
[redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. We understand economic and medical conditions may cause difficulties for our customers; therefore, we abide by credit...
practices that are both fair and economical. We regret a medical note on an account does not release a customer from bill payments, nor does it eliminate the possibility of service interruption. To help bring accounts to a zero balance and prevent disconnection of service, we offer short and long-term payment arrangements to our customers. Our records indicate a short-term payment arrangement was initiated via the internet on March 18, 2016 and we granted an extension until 5 P. M. on April 13, 2016. On April 14, the payment information was reported and the service was restored before 8 P. M. on the same day. While it is never our desire that our customers be without electric service, we trust you understand our position. Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, please call us at 1-800-938-2118. Sincerely, Ms. K. C[redacted]Dominion Customer Relations
October
5, 2016
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further.
Dominion
made telephone contact to the customer and emailed its explanation concerning a
credit, not...
a balance, on the customer’s Dominion electric account. Additionally, the Company sends an apology to
the customer for the hold time experienced, as mentioned to the RevDex.com. The customer appears to be
satisfied with the Company’s resolution.
Again,
thank you for allowing us the opportunity to address the customer’s
concern. If Customer Relations and
Policy may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
Greg W[redacted]
Dominion
Virginia Power
Customer Relations & Policy
RevDex.com, We
certainly understand our customers’ concerns regarding the deposit requested at
the time of reconnection. Deposits are held until the account has been
maintained on a current basis for one year.
If the account is eligible for a refund after one year of...
paying on
time, the deposit is credited to the account.
If not, the deposit will remain until satisfactory credit is established
or service is no longer requested, at which time the deposit will be applied to
the closing bill. While
it is never our desire to impose a financial burden on our customers, we must
secure our accounts against loss. We
have specific deposit guidelines, which are administered uniformly for all our
customers. Under our Terms and
Conditions filed with the Virginia State Corporation Commission, we are permitted
to collect a security deposit not to exceed our customer’s estimated liability
for two months’ usage. The deposit request meets the conditions for a security
deposit and unfortunately, we are unable to comply with the request to waive
the deposit. We understand this is not
the response our customer was hoping to receive; however, we trust our position
is understood. For additional questions we ask our customer to call Customer Relations & Policy at [redacted] Sincerely, C. B[redacted]Customer Relations & Policy
[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 [redacted], 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: [redacted].
Regards,
[redacted]
Revdex.com,Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. Dominion’s Customer Relations and Policy department reached out to this customer by phone and was able to adequately address their...
concerns.If you have questions, or if we can be of any further assistance to you or the customer, please call us at [redacted]Sincerely, Daniel G[redacted]Dominion Energy VirginiaCustomer Relations & Policy
Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion is in the process of scheduling a Service Investigator to visit this customer’s residence to help assist in ascertaining the...
cause for increased consumption. Dominion has performed a meter test at this location 24 months ago. The results of that test indicate that the meter here is recording accurately. Depending on the results of the Service Investigator’s visit, another meter test may be necessary to validate the accuracy of the readings.
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted].
Sincerely,
[redacted]
Customer Relations & Policy Specialist
Dominion Virginia Power
Our meter technician met the customer at the home on August 3, 2016 and performed a witness meter test.Test results:Light Load : [redacted]%Full Load: [redacted]%Weighted Average [redacted]%Our tariff filed with the Virginia State Corporation Commission states the meter should record at plus or...
minus 2% of 100% to be considered accurate. Our investigation has failed to disclose any conditions which would indicate that your bill was incorrect. No adjustments are in order. We appreciate the opportunity to research your questions.
Revdex.com,
Thank you for bringing this customer’s
concern to our attention. We appreciate
the opportunity to research and investigate further.
Based on our investigation, Dominion Energy concludes
the customer has not submitted all Identity Theft information as...
required. Additionally,
our investigation revealed this issue may have been caused by a person who was
familiar with the complainant. If the complainant
would like to have the balance owed removed or recalled from the major credit
bureaus, please contact our Credit Services department, Ms. Ana Figueroa at
([redacted]) [redacted]. Credit Services is able to assist the customer with a payment
plan, if desired. On the other hand, if the
complainant wishes to pursue this matter as Identity Theft, the Company
requires the following documentation be submitted:
Fax: 1-[redacted]
Mailing address:
Dominion
Energy Virginia/North Carolina
Attn:
Credit Service **th Floor
[redacted]
[redacted]
Required documentation:
Police Report signed with officer’s nameInclude the following: Name of person who may
have stolen identity (if known)
OR
Affidavit from the Federal
Trade Commission’s website or contact the FTC Identity Theft Hotline @ 1-[redacted].
All pages must be completed and notarized.
Include the following:
Name of person who may have stolen identity
(if known)Service address in disputeTotal
charges
PLUS
Driver’s License/Passport or Social Security
cardProof of residency during time usage occurred
Acceptable documents:
Vehicle registrationW2 FormsVoter Registration-must include verification
letter from the City or County where individual
resided during disputed timeframeCopy of pay stubMilitary orders
All documentation must be received before
Dominion Energy will investigate.
Again, thank you for allowing us the
opportunity to address the complainant’s concern. If Customer Relations and Policy may be of
further assistance to you, or the complainant, please call us at
1-[redacted].
Sincerely,
[redacted]
Dominion
Energy Virginia/North Carolina
Customer Relations & Policy
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. Dominion regrets that this customer’s account was closed in error. We apologize for any inconvenience this may cause. As...
requested, additional “flags” have been placed on this account in an attempt to prevent this from happening again. Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, Daniel G[redacted] Dominion Virginia Power
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Thank you for bringing this customer’s concerns to our
attention. We appreciate the opportunity to research and respond as necessary.
At Dominion Energy
we understand economic conditions may cause difficulties for our...
customers;
therefore, we abide by credit practices that are both fair and economical. We offer short and long-term payment
arrangements to help bring accounts to a zero balance over time and prevent
disconnection of electric service.
On June 19, 2017, I
placed a courtesy call to our customer of record. As a one-time courtesy, the
customer was offered a long-term payment arrangement. We regret to inform you that
the customer failed to honor the commitment and our only recourse was to
proceed with the disconnection.
Again, thank you for allowing us the opportunity to address
this customer’s concerns. If you have any additional questions, or if we can be
of further assistance, please call us at [redacted]
Sincerely,
Ms. ** C[redacted]
Customer Relations & Policy
Dominion Energy Virginia
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mrs c[redacted] called me on the 19th at 11am she told me she would take the disconnection of for that day and that it would go back on the next day and what I understood was it needed to be paid by 5pm I told mrs c[redacted] I would contact social service energy assistance worker to get energy assistance expedited and once I spoke to here I would let her know the plan I called the worked numerous times left several voicemail's and didn't get get a response so being that I knew the only way to keep the energy was to have the $[redacted] paid in 24 hours and I had it paid in less then 24 hours I didn't call Mrs c[redacted] back because it was me who said I would call once I spoke to worker so why would I call her back to say I didn't get an answer no I went on a found the money any means necessary I would have never agreed with she to have it $[redacted].00 paid in 6 hours witch it would have been if her expectation was for it by paid by 5pm the same day we spoke that was impossible seems how she knew I had 0 dollars and a severely sick child on machines to live knowing I have been out of work and have 0 dollars why would you take my only money and not honor what we agreed on and now I cant even provide a hotel over my child head with electricity for these machines I am going to be contacting channel 10 today because this is crazy and my only result is to check my child into a hospital to ensure she has electricity is totally curl.
Regards,
[redacted]
Thank you for bringing this customer’s
concerns to our attention. We appreciate the opportunity to research and
respond as necessary.
Dominion prides itself in providing excellent
customer service. We reviewed the
account history...
and recorded communications during the time period in
question. On May 9, we placed a courtesy
call to the customer and apologized for the incident that caused an interruption in service on May
5, 2017. Our investigation revealed the
customer provided us with the correct service address however, when our
associate validated the new service order information back to the customer, a human
performance error went undetected. When
the customer contacted us we discovered the customer’s electric service account
was established at an incorrect service address where the previous resident’s had
already scheduled a stop service request. As a result, we created a new account
for the correct service address and issued a same day service order to restore
the electric service.
Although these incidents are not typical, as a token of our
regret, we have applied a goodwill credit of [redacted] toward the account. I hope
this solution is satisfactory and meets your expectations. We value customer
feedback and see it as an opportunity to learn and improve our processes.
Again, thank you for allowing us the
opportunity to address this customer’s concerns. If you have any additional
questions, or if we can be of further assistance, please call us at
[redacted]
Revdex.com,As stated in our original response, the concerns of the customer, related to credit of the current account, were completed prior to out receipt of this inquiry. The customer can request a check refund or leave the credit on the account to apply to the next billing period.If the customer does not wish to contact the helpline, as suggested in our response, Customer Relations & Policy can be reached at [redacted] to further assist the customer.Sincerely,[redacted]Customer Relations & Policy[redacted]
September,
21, 2016
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further.
Dominion made several attempts to reach the customer by telephone and we were not successful. ...
We
regret the payment complications the customer experienced in their attempts to pay
their Dominion electric bill using the Bill-Matrix payment system. Please understand Bill-Matrix is a separate entity
and has their own policies/guidelines which all participants using their system
must follow.
Additionally,
based on a thorough review of our records, and recent account activity, we have
determined the customer has reverted to their original account holder status for
their Dominion power bill, and the existing account no longer shows an additional
customer. Our records also show the Company explained its guidelines/position to
the customer regarding security deposits and its relation to other customers
being added to an existing account.
Again,
thank you for allowing us the opportunity to address the customer’s
concern. If Customer Relations and
Policy may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
Greg W[redacted]
Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer's usage. Therefore, we must rely on the accuracy of our meter to determine the accuracy of the bill. Our tariff, filed...
with the Virginia State Corporation Commission, states that the meter should record at plus or minus 2% of 100% to be considered accurate. As indicated by the test results below, the meter is recording accurately and the bills previously rendered are considered correct.Light load 99.68%Full load 100.34%Our investigation failed to disclose any conditions which would indicate your previous bills were incorrect. We share your concern in this matter, but in view of our findings no adjustments are in order.
In order for Products & Services warranty premiums to be paid by Dominion Virginia Power to the warranty program, all customer account payments must be paid in full and on time. Accounts with a past due balance are subject to termination of the warranty program. Customer notified on...
4/17/15 bill of possible cancellation of the program due to past due balance on account. Customer bill dated 5/18/15, full premium payments were credited back to customer account. Warranty program cancelled. Regardless of the status of the warranty program, the plan does not cover compressors. Paragraph 6 of terms and conditions, which all customers acknowledge receipt follows.
Dominion Products and Services, Inc’s Heating and Cooling Repair Program
Terms and Conditions
The Heating & Cooling Repair Program ("Program") by Dominion Products and Services, Inc. ("Dominion") covers all eligible residential forced air heating and cooling systems fueled by electric, gas, propane or oil in single-family residences.
6. The following are excluded from the Program: commercial systems, boilers and water heater based systems, steam systems, geothermal heat pumps, gas engine driven heat pumps, or radiant floor/ceiling heat; routine maintenance such as coil cleaning, duct cleaning, filter replacement, condensate drain clearing and seasonal turn-ons/turn-offs; add-on components including humidifiers, electronic or electrostatic air filters, electronic zoning systems, ultraviolet light systems and condensate lift pumps; auxiliary components including ductwork, grilles and registers, equipment casing/enclosures, condenser pads, snow legs, flues and chimneys. The following coverage limitations apply: The repair/replacement of compressors, indoor and outdoor refrigerant coils and heat exchangers will be limited to the manufacturer’s parts warranty period. Refrigerant leak repairs occurring in areas other than indoor and outdoor refrigerant coils will not be made for systems greater than fifteen (15) years of age. Dominion reserves the right to make final coverage eligibility decisions.
Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer's usage. Therefore we must rely on the accuracy of the meter to determine the accuracy of the bill. Our tariff,...
filed with the Virginia State Corporation Commission, states that the meter should record at plus or minus *% of [redacted]% to be considered accurate. The meter at your home was tested on February 16, 2018. As indicated by the test results below, the meter is recording accurately and the bills previously rendered are considered correct.Meter Test: [redacted].**%As a result of the meter test, no billing adjustments are in order.We appreciate the opportunity to respond to your concerns and trust the results of our investigation are satisfactory.
Thank You for bringing our customer's concern to our attention. We have reached out to the customer and she has requested to call us back to further address her concerns. A second message has been left with our contact information. Our investigation has resulted in a slight...
credit to the customer's account. We look forward to the opportunity to share this information with the customer at the time of a return call. Sincerely, Customer Relations & Policy
[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 [redacted], 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: [redacted].
Regards,
[redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. We understand economic and medical conditions may cause difficulties for our customers; therefore, we abide by credit...
practices that are both fair and economical. We regret a medical note on an account does not release a customer from bill payments, nor does it eliminate the possibility of service interruption. To help bring accounts to a zero balance and prevent disconnection of service, we offer short and long-term payment arrangements to our customers. Our records indicate a short-term payment arrangement was initiated via the internet on March 18, 2016 and we granted an extension until 5 P. M. on April 13, 2016. On April 14, the payment information was reported and the service was restored before 8 P. M. on the same day. While it is never our desire that our customers be without electric service, we trust you understand our position. Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, please call us at 1-800-938-2118. Sincerely, Ms. K. C[redacted]Dominion Customer Relations
October
5, 2016
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further.
Dominion
made telephone contact to the customer and emailed its explanation concerning a
credit, not...
a balance, on the customer’s Dominion electric account. Additionally, the Company sends an apology to
the customer for the hold time experienced, as mentioned to the RevDex.com. The customer appears to be
satisfied with the Company’s resolution.
Again,
thank you for allowing us the opportunity to address the customer’s
concern. If Customer Relations and
Policy may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
Greg W[redacted]
Dominion
Virginia Power
Customer Relations & Policy
RevDex.com, We
certainly understand our customers’ concerns regarding the deposit requested at
the time of reconnection. Deposits are held until the account has been
maintained on a current basis for one year.
If the account is eligible for a refund after one year of...
paying on
time, the deposit is credited to the account.
If not, the deposit will remain until satisfactory credit is established
or service is no longer requested, at which time the deposit will be applied to
the closing bill. While
it is never our desire to impose a financial burden on our customers, we must
secure our accounts against loss. We
have specific deposit guidelines, which are administered uniformly for all our
customers. Under our Terms and
Conditions filed with the Virginia State Corporation Commission, we are permitted
to collect a security deposit not to exceed our customer’s estimated liability
for two months’ usage. The deposit request meets the conditions for a security
deposit and unfortunately, we are unable to comply with the request to waive
the deposit. We understand this is not
the response our customer was hoping to receive; however, we trust our position
is understood. For additional questions we ask our customer to call Customer Relations & Policy at [redacted] Sincerely, C. B[redacted]Customer Relations & Policy
[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 [redacted], 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: [redacted].
Regards,
[redacted]
Revdex.com,Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. Dominion’s Customer Relations and Policy department reached out to this customer by phone and was able to adequately address their...
concerns.If you have questions, or if we can be of any further assistance to you or the customer, please call us at [redacted]Sincerely, Daniel G[redacted]Dominion Energy VirginiaCustomer Relations & Policy
Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion is in the process of scheduling a Service Investigator to visit this customer’s residence to help assist in ascertaining the...
cause for increased consumption. Dominion has performed a meter test at this location 24 months ago. The results of that test indicate that the meter here is recording accurately. Depending on the results of the Service Investigator’s visit, another meter test may be necessary to validate the accuracy of the readings.
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted].
Sincerely,
[redacted]
Customer Relations & Policy Specialist
Dominion Virginia Power
Our meter technician met the customer at the home on August 3, 2016 and performed a witness meter test.Test results:Light Load : [redacted]%Full Load: [redacted]%Weighted Average [redacted]%Our tariff filed with the Virginia State Corporation Commission states the meter should record at plus or...
minus 2% of 100% to be considered accurate. Our investigation has failed to disclose any conditions which would indicate that your bill was incorrect. No adjustments are in order. We appreciate the opportunity to research your questions.
Revdex.com,
Thank you for bringing this customer’s
concern to our attention. We appreciate
the opportunity to research and investigate further.
Based on our investigation, Dominion Energy concludes
the customer has not submitted all Identity Theft information as...
required. Additionally,
our investigation revealed this issue may have been caused by a person who was
familiar with the complainant. If the complainant
would like to have the balance owed removed or recalled from the major credit
bureaus, please contact our Credit Services department, Ms. Ana Figueroa at
([redacted]) [redacted]. Credit Services is able to assist the customer with a payment
plan, if desired. On the other hand, if the
complainant wishes to pursue this matter as Identity Theft, the Company
requires the following documentation be submitted:
Fax: 1-[redacted]
Mailing address:
Dominion
Energy Virginia/North Carolina
Attn:
Credit Service **th Floor
[redacted]
[redacted]
Required documentation:
Police Report signed with officer’s nameInclude the following: Name of person who may
have stolen identity (if known)
OR
Affidavit from the Federal
Trade Commission’s website or contact the FTC Identity Theft Hotline @ 1-[redacted].
All pages must be completed and notarized.
Include the following:
Name of person who may have stolen identity
(if known)Service address in disputeTotal
charges
PLUS
Driver’s License/Passport or Social Security
cardProof of residency during time usage occurred
Acceptable documents:
Vehicle registrationW2 FormsVoter Registration-must include verification
letter from the City or County where individual
resided during disputed timeframeCopy of pay stubMilitary orders
All documentation must be received before
Dominion Energy will investigate.
Again, thank you for allowing us the
opportunity to address the complainant’s concern. If Customer Relations and Policy may be of
further assistance to you, or the complainant, please call us at
1-[redacted].
Sincerely,
[redacted]
Dominion
Energy Virginia/North Carolina
Customer Relations & Policy
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. Dominion regrets that this customer’s account was closed in error. We apologize for any inconvenience this may cause. As...
requested, additional “flags” have been placed on this account in an attempt to prevent this from happening again. Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, Daniel G[redacted] Dominion Virginia Power
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Revdex.com,
Thank you for bringing this customer’s concerns to our
attention. We appreciate the opportunity to research and respond as necessary.
At Dominion Energy
we understand economic conditions may cause difficulties for our...
customers;
therefore, we abide by credit practices that are both fair and economical. We offer short and long-term payment
arrangements to help bring accounts to a zero balance over time and prevent
disconnection of electric service.
On June 19, 2017, I
placed a courtesy call to our customer of record. As a one-time courtesy, the
customer was offered a long-term payment arrangement. We regret to inform you that
the customer failed to honor the commitment and our only recourse was to
proceed with the disconnection.
Again, thank you for allowing us the opportunity to address
this customer’s concerns. If you have any additional questions, or if we can be
of further assistance, please call us at [redacted]
Sincerely,
Ms. ** C[redacted]
Customer Relations & Policy
Dominion Energy Virginia
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mrs c[redacted] called me on the 19th at 11am she told me she would take the disconnection of for that day and that it would go back on the next day and what I understood was it needed to be paid by 5pm I told mrs c[redacted] I would contact social service energy assistance worker to get energy assistance expedited and once I spoke to here I would let her know the plan I called the worked numerous times left several voicemail's and didn't get get a response so being that I knew the only way to keep the energy was to have the $[redacted] paid in 24 hours and I had it paid in less then 24 hours I didn't call Mrs c[redacted] back because it was me who said I would call once I spoke to worker so why would I call her back to say I didn't get an answer no I went on a found the money any means necessary I would have never agreed with she to have it $[redacted].00 paid in 6 hours witch it would have been if her expectation was for it by paid by 5pm the same day we spoke that was impossible seems how she knew I had 0 dollars and a severely sick child on machines to live knowing I have been out of work and have 0 dollars why would you take my only money and not honor what we agreed on and now I cant even provide a hotel over my child head with electricity for these machines I am going to be contacting channel 10 today because this is crazy and my only result is to check my child into a hospital to ensure she has electricity is totally curl.
Regards,
[redacted]
Revdex.com,
Thank you for bringing this customer’s
concerns to our attention. We appreciate the opportunity to research and
respond as necessary.
Dominion prides itself in providing excellent
customer service. We reviewed the
account history...
and recorded communications during the time period in
question. On May 9, we placed a courtesy
call to the customer and apologized for the incident that caused an interruption in service on May
5, 2017. Our investigation revealed the
customer provided us with the correct service address however, when our
associate validated the new service order information back to the customer, a human
performance error went undetected. When
the customer contacted us we discovered the customer’s electric service account
was established at an incorrect service address where the previous resident’s had
already scheduled a stop service request. As a result, we created a new account
for the correct service address and issued a same day service order to restore
the electric service.
Although these incidents are not typical, as a token of our
regret, we have applied a goodwill credit of [redacted] toward the account. I hope
this solution is satisfactory and meets your expectations. We value customer
feedback and see it as an opportunity to learn and improve our processes.
Again, thank you for allowing us the
opportunity to address this customer’s concerns. If you have any additional
questions, or if we can be of further assistance, please call us at
[redacted]
Sincerely,
Ms. *. C[redacted]
Dominion Customer
Relations