[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]. I spoke with Mr. [redacted] and he was very helpful and understood my concern regarding the letter stating "insufficient account history" where I actually had years of history with them when the correct statement should have been "has not been a customer in the past twelve months." Thank you for the quick resolution.
Regards,
[redacted]
August
17, 2016
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further.
Based
on a thorough review of our records, we have determined the customer is not
responsible for...
services rendered at [redacted] from November 2, 2015 through January 6, 2016. The current debt collection agency, [redacted], has been advised to update their records on the balance of $[redacted].**. The customer may contact the major credit
bureaus to find out when this information will drop off of their credit reports.
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 & PolicE
Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
This customer was incorrectly advised that a initial security deposit would not be necessary. Dominion apologizes for the mistake and...
the inconvenience. As a one-time courtesy, Dominion has cancelled the requested security deposit. Please note that if the account becomes delinquent an additional deposit may be requested in the future.
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]
[redacted]
Revdex.com,Thank you for sharing our customer's concerns. Dominion's forester for this customer's service area contacted him to discuss his concerns. The customer requested instead to speak to a [redacted] supervisor. The Regional [redacted] supervisor contact the customer today. We...
have agreed to no longer use the customer's property to access the right-of-way to perform tree trimming activities. Our records have been permanently marked to alert the local forester of this agreement. Additionally, the customer has been provided with the supervisory's direct phone number should any additional issues arise.It is our understanding the customer is satisfied with this course of action.Sincerely,
[redacted]
[redacted]
RevDex.com,
Thank
you for sharing our customers’ concerns regarding start of electric service. On
10/4/16 application was taken for new service and request was made to send a
lease for the property so we could verify the customers requesting the service
are the...
customers on the lease.
As
defined in our Terms and Conditions filed with the [redacted] State Corporation
Commission (SCC), Dominion may, prior to initiating electric service and at
other reasonable times, require the Applicant to establish the Applicant is the
owner or the bonafide lessee of the premises and to require all owners or bonafide lessees to have the electric service in their names (Section II, A1).
A
lease was received on 10/4/16 but was missing signatures and the customers were
advised to send the completed lease for review. Valid lease was received at
21:28 on 10/5 which was after close of business. Verification was completed and
the order was released at 08:08 on 10/6//16. Service was active as of 12:05 on
10/6/16. On that same date and inquiry was received from the SCC on behalf of
the customer and the SCC was advised of this same information.
Please
ask the customers to contact Customer Relations & Policy at [redacted]
if they have further questions.
Sincerely,
C.
BoydCustomer
Relations & Policy
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. Dominion Energy apologizes for the delay in response to this customer’s concerns. This inquiry is regarding an outage that...
occurred on March 2, 2018 however Dominion Energy did not receive notice of this inquiry until March 26, 2018. We are sorry to hear that this customer had difficulty obtaining an update regarding the status of the ongoing outage. Dominion encourages customer’s to utilize our online outage map that is mobile friendly during times of high call volumes such as this outage in an attempt to received information regarding their outage. The online Outage Center allows customers to report outages, check the status of existing outages, and view the outage map. Additional information regarding the online Outage Map can be found at https://[redacted] If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-[redacted]. Sincerely, Daniel G[redacted] Dominion Energy Virginia Customer Relations & Policy
October 6, 2017
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
October 5th and discussed the electric service turn-on...
application requirement prior to
connecting service. As shared with the customer, our agents are trained to request
Lease and Identification information prior to connecting service, especially when
the previous customer (tenant/occupant) was disconnected for non-payment. Additionally,
the customer stated the application for service turn on was recently cancelled on
their own initiative.
If you have questions, or if Customer Relations
may be of further assistance to you or the customer, please call us at
1-800-[redacted].
Sincerely,
Greg W[redacted]
Dominion Energy Virginia
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,We have reviewed the account detail and find the balance to be correct and all options for payment arrangements explained to the customer. The balance the customer references in her completed was initial written off as a bankruptcy and when that bankruptcy was dismissed the...
customer was again held responsible for it.To set a payment plan customers must pay **% of the total balance and the rest can be separated into installments, typically 6 months. The customer has not made payments which total **% of the balance.The order for interruption of service was initially scheduled for 8/9/17 so the customer has had extra time to make the required payment to prevent interruption of her electric service.The customer payment history does not warrant waiver of company policy. The customer can call Customer Relations & Policy at [redacted] if she wishes to discuss her concerns further.Sincerely,C. B[redacted]Customer Relations & Policy Specialist
Customer is responsible to ensure past accounts are closed when they leave a premise. In light of past good credit, we have waived the required deposit at current location for the present time. Current amount due is $71.29.
[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]
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion has taken strong steps to resolve the technical issues that many of our customers experienced with our...
Smart Cooling call center regarding hold times and disconnects. On 06/17, we deactivated the cooling device on the customer’s AC unit in our operating system for future events. We processed a request to remove the switch which may take up to three weeks.
We apologize for any inconvenience or frustration this incident may have caused.
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]
After much research we have been unable to determine with certainty how the customer was informed of our "Green Power" program. Records indicate the enrollment was accomplished on line, but no other details are available. Recorded phone calls are not available from three years...
ago.Dominion certainly offers our apology to our customer for any misunderstanding with the program. The customer should have received a "welcome kit" and annual participation summaries with details of related fees.We have credited back all fees to the customer. Total credited for Green Power enrollment to the customer is $448.04.
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]
We regret that Mr. [redacted]’s service was interrupted during
the recent weather event. The Nor’easter that began Thursday, March 1st
was the 5th largest storm in the company’s history and caused
significant damage. Dominion personnel, contractors and...
mutual aid personnel
were out in the field as soon as safety allowed. A total of about 690,000
customers lost power.
As per our Terms & Conditions filing with the Virginia State
Corporation Commission:
XVIII. INTERRUPTIONS OF ELECTRIC SERVICE
A. The
Company will use reasonable efforts to provide Electric Service that is reliable,
but the Company does not undertake to guarantee that interruption will not
occur. Therefore, should Electric Service fail or be interrupted or become
defective through act of God, or the public enemy, or Federal, state, municipal
or other public authority, or because of accident, strikes or labor troubles,
or any other cause beyond the reasonable control of the Company, or due to the
Company’s need to safely construct, operate, and maintain the Company’s
facilities, the Company shall not be liable for such failure, interruption or
defect.
If Mr. [redacted] wishes to discuss his concerns further he
can call me at [redacted].
Sincerely,
C. Boyd
Customer Relations & Policy Specialist I
[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 apologize for the long hold time our customer experienced due to exceptionally high call volumes, especially toward...
month’s end. Depending on the inquiry type and skill level of the agent the customer may be transferred after the initial contact, as this was the case on October 26, 2016. Our records indicate the customer successfully reached a representative of our Customer Account Management team. A billing adjustment was executed to discontinue the electric service on October 3, 2016, in favor of the customer. The deposit on hand plus interest was applied toward the closing bill dated October 26, 2016. On October 27, 2016, we issued a refund check for the credit balance. 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. K. C[redacted] Dominion Customer Relations & Policy
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.I have never received a disconnect notice on my account and have never been removed from "Budget Billing". As far as I am concerned, I have met the requirements to have my security deposit refunded, otherwise, the deposit interest would not have been applied to my account.
Regards,
[redacted]
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.
NO, it was NOT resolved. Every single time I made the phone call to customer service they always said they would get back to me, they never got back to me, nor did they provide any set date in refunding/reimbursing my bill. Revdex.com is my last choice - I contact Revdex.com because Dominion Power keeps ignoring me (by saying they'd get back to me and never get back to me)I will only consider this matter "resolved" at the time when I receive a check or any type of refund.
Regards,
[redacted]
Revdex.com,Thank you for brining this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.Dominion and/or its contractor(s) have been in communication with our customer attempting to resolve this claim. We will continue to communicate...
with our customer to proactively address their concerns and claim.Again, thank you for allowing us the opportunity to address our customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938-2118.Sincerely,Daniel G[redacted]Customer Relations & Policy SpecialistDominion Virginia/North Carolina Power
[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]. I spoke with Mr. [redacted] and he was very helpful and understood my concern regarding the letter stating "insufficient account history" where I actually had years of history with them when the correct statement should have been "has not been a customer in the past twelve months." Thank you for the quick resolution.
Regards,
[redacted]
August
17, 2016
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further.
Based
on a thorough review of our records, we have determined the customer is not
responsible for...
services rendered at [redacted] from November 2, 2015 through January 6, 2016. The current debt collection agency, [redacted], has been advised to update their records on the balance of $[redacted].**. The customer may contact the major credit
bureaus to find out when this information will drop off of their credit reports.
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 & PolicE
Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
This customer was incorrectly advised that a initial security deposit would not be necessary. Dominion apologizes for the mistake and...
the inconvenience. As a one-time courtesy, Dominion has cancelled the requested security deposit. Please note that if the account becomes delinquent an additional deposit may be requested in the future.
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]
[redacted]
Revdex.com,Thank you for sharing our customer's concerns. Dominion's forester for this customer's service area contacted him to discuss his concerns. The customer requested instead to speak to a [redacted] supervisor. The Regional [redacted] supervisor contact the customer today. We...
have agreed to no longer use the customer's property to access the right-of-way to perform tree trimming activities. Our records have been permanently marked to alert the local forester of this agreement. Additionally, the customer has been provided with the supervisory's direct phone number should any additional issues arise.It is our understanding the customer is satisfied with this course of action.Sincerely,
[redacted]
[redacted]
RevDex.com,
Thank
you for sharing our customers’ concerns regarding start of electric service. On
10/4/16 application was taken for new service and request was made to send a
lease for the property so we could verify the customers requesting the service
are the...
customers on the lease.
As
defined in our Terms and Conditions filed with the [redacted] State Corporation
Commission (SCC), Dominion may, prior to initiating electric service and at
other reasonable times, require the Applicant to establish the Applicant is the
owner or the bonafide lessee of the premises and to require all owners or bonafide lessees to have the electric service in their names (Section II, A1).
A
lease was received on 10/4/16 but was missing signatures and the customers were
advised to send the completed lease for review. Valid lease was received at
21:28 on 10/5 which was after close of business. Verification was completed and
the order was released at 08:08 on 10/6//16. Service was active as of 12:05 on
10/6/16. On that same date and inquiry was received from the SCC on behalf of
the customer and the SCC was advised of this same information.
Please
ask the customers to contact Customer Relations & Policy at [redacted]
if they have further questions.
Sincerely,
C.
BoydCustomer
Relations & Policy
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. Dominion Energy apologizes for the delay in response to this customer’s concerns. This inquiry is regarding an outage that...
occurred on March 2, 2018 however Dominion Energy did not receive notice of this inquiry until March 26, 2018. We are sorry to hear that this customer had difficulty obtaining an update regarding the status of the ongoing outage. Dominion encourages customer’s to utilize our online outage map that is mobile friendly during times of high call volumes such as this outage in an attempt to received information regarding their outage. The online Outage Center allows customers to report outages, check the status of existing outages, and view the outage map. Additional information regarding the online Outage Map can be found at https://[redacted] If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-[redacted]. Sincerely, Daniel G[redacted] Dominion Energy Virginia Customer Relations & Policy
October 6, 2017
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
October 5th and discussed the electric service turn-on...
application requirement prior to
connecting service. As shared with the customer, our agents are trained to request
Lease and Identification information prior to connecting service, especially when
the previous customer (tenant/occupant) was disconnected for non-payment. Additionally,
the customer stated the application for service turn on was recently cancelled on
their own initiative.
If you have questions, or if Customer Relations
may be of further assistance to you or the customer, please call us at
1-800-[redacted].
Sincerely,
Greg W[redacted]
Dominion Energy Virginia
Customer Relations & Policy
Dominion Program Manager reviewed and did agree the customer had a valid complaint. Manager authorized a $** credit to customer account.
[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,We have reviewed the account detail and find the balance to be correct and all options for payment arrangements explained to the customer. The balance the customer references in her completed was initial written off as a bankruptcy and when that bankruptcy was dismissed the...
customer was again held responsible for it.To set a payment plan customers must pay **% of the total balance and the rest can be separated into installments, typically 6 months. The customer has not made payments which total **% of the balance.The order for interruption of service was initially scheduled for 8/9/17 so the customer has had extra time to make the required payment to prevent interruption of her electric service.The customer payment history does not warrant waiver of company policy. The customer can call Customer Relations & Policy at [redacted] if she wishes to discuss her concerns further.Sincerely,C. B[redacted]Customer Relations & Policy Specialist
Customer is responsible to ensure past accounts are closed when they leave a premise. In light of past good credit, we have waived the required deposit at current location for the present time. Current amount due is $71.29.
[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.
Dominion has taken strong steps to resolve the technical issues that many of our customers experienced with our...
Smart Cooling call center regarding hold times and disconnects. On 06/17, we deactivated the cooling device on the customer’s AC unit in our operating system for future events. We processed a request to remove the switch which may take up to three weeks.
We apologize for any inconvenience or frustration this incident may have caused.
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,
[redacted]
[redacted] [redacted]
After much research we have been unable to determine with certainty how the customer was informed of our "Green Power" program. Records indicate the enrollment was accomplished on line, but no other details are available. Recorded phone calls are not available from three years...
ago.Dominion certainly offers our apology to our customer for any misunderstanding with the program. The customer should have received a "welcome kit" and annual participation summaries with details of related fees.We have credited back all fees to the customer. Total credited for Green Power enrollment to the customer is $448.04.
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,
We regret that Mr. [redacted]’s service was interrupted during
the recent weather event. The Nor’easter that began Thursday, March 1st
was the 5th largest storm in the company’s history and caused
significant damage. Dominion personnel, contractors and...
mutual aid personnel
were out in the field as soon as safety allowed. A total of about 690,000
customers lost power.
As per our Terms & Conditions filing with the Virginia State
Corporation Commission:
XVIII. INTERRUPTIONS OF ELECTRIC SERVICE
A. The
Company will use reasonable efforts to provide Electric Service that is reliable,
but the Company does not undertake to guarantee that interruption will not
occur. Therefore, should Electric Service fail or be interrupted or become
defective through act of God, or the public enemy, or Federal, state, municipal
or other public authority, or because of accident, strikes or labor troubles,
or any other cause beyond the reasonable control of the Company, or due to the
Company’s need to safely construct, operate, and maintain the Company’s
facilities, the Company shall not be liable for such failure, interruption or
defect.
If Mr. [redacted] wishes to discuss his concerns further he
can call me at [redacted].
Sincerely,
C. Boyd
Customer Relations & Policy Specialist I
[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 apologize for the long hold time our customer experienced due to exceptionally high call volumes, especially toward...
month’s end. Depending on the inquiry type and skill level of the agent the customer may be transferred after the initial contact, as this was the case on October 26, 2016. Our records indicate the customer successfully reached a representative of our Customer Account Management team. A billing adjustment was executed to discontinue the electric service on October 3, 2016, in favor of the customer. The deposit on hand plus interest was applied toward the closing bill dated October 26, 2016. On October 27, 2016, we issued a refund check for the credit balance. 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. K. C[redacted] Dominion Customer Relations & Policy
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.I have never received a disconnect notice on my account and have never been removed from "Budget Billing". As far as I am concerned, I have met the requirements to have my security deposit refunded, otherwise, the deposit interest would not have been applied to my account.
Regards,
[redacted]
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.
NO, it was NOT resolved. Every single time I made the phone call to customer service they always said they would get back to me, they never got back to me, nor did they provide any set date in refunding/reimbursing my bill. Revdex.com is my last choice - I contact Revdex.com because Dominion Power keeps ignoring me (by saying they'd get back to me and never get back to me)I will only consider this matter "resolved" at the time when I receive a check or any type of refund.
Regards,
[redacted]
Revdex.com,Thank you for brining this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.Dominion and/or its contractor(s) have been in communication with our customer attempting to resolve this claim. We will continue to communicate...
with our customer to proactively address their concerns and claim.Again, thank you for allowing us the opportunity to address our customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938-2118.Sincerely,Daniel G[redacted]Customer Relations & Policy SpecialistDominion Virginia/North Carolina Power