Revdex.com, Thank you for bringing this customer’s deposit concerns to our attentionWe appreciate the opportunity to research and respond as necessaryDominion prides itself in providing excellent customer serviceWe apologize for the human performance error of our Customer Care associateOur records indicate we processed a waiver for the $deposit on July 15, 2015, in favor of the customerThe deposit adjustment will appear on the next bill date of August 26, Based on our investigation, we found no evidence to support the account was assessed a reconnect chargeWe regret any inconvenience and frustration this matter may have causedAgain, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, [redacted] **
Revdex.com, Thank you for bringing this customer’s concerns to our attention We appreciate the opportunity to research and investigate further After receiving this inquiry the Customer Relations and Policy department reviewed this account and determined this location is currently actively net meteredThere are no additional steps the customer needs to complete to active or utilize the previously installed net metering at this locationDominion strives to provide excellent customer service when customer contact our company with questions unfortunately in this instance we were not successfulThe prior interaction this customer had with Dominion resulted in the Customer Service department providing some incorrect information to the customerThe information that was provided to the customer was the instructions that would be required if the customer wanted to install net metering, not if the equipment was already present from a prior customerThe previously installed net metering equipment remains active and the same net meter remains onsite/is used I sincerely apologize for the confusionI see that this customer has since been in communication with Dominion Energy regarding their concernsIf this is not the case or additional questions remain please contact our office at 1-***-***-*** Sincerely, Daniel G [redacted]
An additional deposit was assessed on account on 8/26/when the account was interrupted for nonpayment The customer was advised of this during a phone conversation on 8/26/16, at 13:hours As discussed during the phone conversation to have the account reconnected, the first deposit installment along with the required payment for usage had to be paid Customer did so
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 did contact Dominion to cancel my service PRIOR to me movingSecondly, the day I filed this complaint with the Revdex.com, I contacted Dominion about my bill and once again requested they terminate the service because I was not living at the residence since April I was assured by the manager that the service would be cut offHowever, Dominion just stated in their reply to the Revdex.com that I need to contact them to cut off serviceHow many times am I expected to contact them and tell them out right to cut off my service?!!!! They continue to deny that I contacted them to cut it off every single time, but every time I call them, I am assured it will be shut offI will NOT contact them again to tell them something I have already told them numerous times beforeI have done my part as a customer to not only pay my bills when I did have service, but also to notify them that I was moving so that my service could be shut offIt is now no longer on me to do anything elseIt is now up to Dominion to stop being unprofessional and irresponsible and just do what they assured me they'd do a long time ago, grant my request to cut off the service and stop trying to charge me for something I did not ask for nor did I useI will not be held responsible for charges due to their (Dominion's) lack of communication on their part and incompetence when it comes to closing accountsThey've done this to numerous customers and it is just not acceptable!!! They need to be honest and do right by their customers, point blank period! Regards, [redacted]
In recognition of energy assistance on the account, prior to disconnection, and as a courtesy to the customer we have waived the deposit Late fees are appropriate when the account is past due Because of the now waived deposit, we have removed late payment fees for May and June 2017, the two months when the deposit was on the account The current disconnect notice on the account is [redacted] The due date has been extended to [redacted] , by [redacted] **Service is subject to interruption if payment not received
[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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] @richmond.Revdex.com.org Regards, [redacted]
September, 21, Better Business Bureau, 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 systemPlease 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 customerOur 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]
hello--- I was asked to send a copy of something to/from Dominion regarding last ebill unfortunately, going back more than 6mos, I was unable to find any Dominion mail I guess I permanently delete things I think I won't need sorry---I see nothing at all recently from Dominion ex today I got their "gift card" (in reg mail) to make me "happy"I talked to them today and got nowhere call again if there is something else I can send u otherwise my only option is to wait wks to see if they actually send my bill this mobut it's not what a consumer should have to do--check on the supplier to see if they sent my monthly bill!very frustratingly[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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]
July 23, Revdex.com, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further Dominion was able to accommodate the customer’s request to have the Smart Cooling Rewards Program device deactivated and removed We apologize for the inconvenience and frustration this issue has caused the customer Again, thank you for allowing us the opportunity to address this customer’s concern If Customer Relations may be of further assistance to you or the customer, please call us at [redacted] Sincerely, [redacted]
January 5, Revdex.com, Thank you for bringing this customer’s concern to our attentionWe appreciate the opportunity to research and investigate further Dominion Energy made telephone contact to the customer and discussed their outage information concern Dominion strives to provide excellent customer service and certainly has good intentions to provide our customers with accurate information during power outages; however, there are situations beyond our control which may cause an outage re-assessment, resulting in changes to our estimated restoration timeframeThe customer appears to be satisfied with the Company’s resolution If you have questions, or if Customer Relations may be of further assistance to you or the customer, please call us at 1-***-***-*** Sincerely, Greg W [redacted] Dominion Energy Virginia Customer Relations & Policy
February 14, Better Business Bureau, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further The customer agreed to a payment arrangement with a lower than down payment Unfortunately, the customer’s check payment for the down payment returned due to non-sufficient funds, thus breaking the arrangement Subsequently, the Company has not received payment for rendered services since connection of service in August We regret the financial hardship the customer may be experiencing at this time; however, the Company has exhausted its avenues for assistance The Company respectfully suggests the customer contact a third party for additional assistance with her electric billThe contact number to the customer’s local [redacted] 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
February 10, 2017Revdex.com,Thank you for bringing the customers’ concern to our attention We appreciate the opportunity to research and investigate further.Dominion made telephone contact to the customers and discussed their deposit issue Based on our research and investigation, Dominion cancelled the security deposit and waived the connection fee as a good faith gesture and a one-time courtesyThe Company sends a sincere apology to the customers for any inconvenience and frustration we may have caused The customers appear to be satisfied with the Company’s resolution.Again, thank you for allowing us the opportunity to address the customers' concern If Customer Relations and Policy may be of further assistance to you or the customers, please call us at [redacted] Sincerely,Greg W [redacted] Dominion Virginia PowerCustomer Relations & Policy
Better Business Bureau, We certainly understand our customers’ concerns regarding the deposit requested at the time of reconnectionDeposits 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 billWhile 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 customersUnder 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’ usageThe deposit request meets the conditions for a security deposit and unfortunately, we are unable to comply with the request to waive the depositWe understand this is not the response our customer was hoping to receive; however, we trust our position is understoodFor additional questions we ask our customer to call Customer Relations & Policy at [redacted] Sincerely, CB***Customer Relations & Policy
[redacted] Revdex.com,Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate furtherDominion Energy Customer Relations and Policy department made telephone contact to the customer and discussed high bill concernsWe shared Energy Saving Tips with the customer and suggested visiting our website at www.dominionenergy.com for even more “saving tips” informationAdditionally, Dominion Energy scheduled to conduct an on-site meter test for the customer and allow the customer the opportunity to witness the meter test The meter test should be completed during the week of [redacted] *** The Company will send the results of the on-site meter test to the customer by official correspondenceAgain, 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, [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 [Provide details of why you are not satisfied with this resolution.]Well no one showed up at my house to investigate the week of the *** to look at the use of the electricAlso the tech that did show up was unable to even get a read off the meter that was installed at the house as they would from the roadIt is also my understanding that as I have call in to find out about the meter reads that customer service has even told me that the charges are proratedDue to the meter not being able to be read at the time the tech was at my house it was changed outI did let him know that on the month in question that the breakers were off as well as the only things running at the house were the AC unit that is an energy star unit and only cuts on when it needs to that was set to as well as the refrigerator all other electronics were offThe house does not have a water pump that could be running as well it is pumped from next door and the electric to run it is from there's not my houseSo in light of all of that if things are cut off at the breaker and unplugged how is it the bill would be just as high as if I was home and using it? Also how is it that if I call and talk to dominions customer service that I have been told the read was pro rated from last year as well as months before? Also how is it they can read the meter from the road and not from a few feet to a few inches with two different units that have 94% and 97% battery life on them? Seems a bit fishy to me and is why I am still asking for the bill to be fix as I have stated in previous corespondents Regards, [redacted]
April 29, Revdex.com, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and respond as necessary Dominion’s policy requires a security deposit from new customers and returning customers who have not had service with us in the last months Based on the results of our investigation, and as a courtesy to the customer, the Company has waived the requested security deposit Again, thank you for allowing us the opportunity to address this customer’s concern If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at [redacted] Sincerely, [redacted] Customer Relations & Policy Dominion Virginia Power
Dear Revdex.com, Thank you for bringing our customer’s concerns to our attention The meter installed at this service location is equipped with an Encoder Receiver Transmitter (ERT) The ERT allows us to read our meter remotely while driving through an area in a specially-equipped van Our records indicate we received notification from the customer about a potential issue with our metering equipment on July 29, As a result, we created a service order to inspect the meter We discovered the dials on the meter were correctly recording the actual usage but the ERT had stopped transmitting the meter data on August 2, We completed a meter exchange order to remove to install a new meter and removed the old meterOur representative obtained a “visual” meter dial reading of from the old meter and the ERT reading of In this instance, this is not a non-recording meter situation since the actual meter continued to correctly record actual usage, but the ERT was not relaying the meter data correctly We were able to determine the ERT stopped transmitting data on April 21, The electric service account was re-billed for the usage from April 21, to August 19, on September 1, When an account is undercharged the Company will re-bill the customer for the usage up to days in accordance with our Terms and Conditions filed with the Virginia State Corporation Commission We regret any misunderstanding between the customer and our associates In view of our findings, no billing or credit adjustments are warranted Again, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, MsKC [redacted] Dominion Customer Relations & Policy Specialist
Revdex.com, Thank you for your letter concerning this customerOur records show the same customer contacted the [redacted] on 01/04/regarding the same issueThe customer’s total balance, at the time of contact to the [redacted] was $ [redacted] On 01/04/17, the Company offered to lower the customer’s down payment from $ [redacted] to $ [redacted] to be paid by 01/11/17, followed by an eight-month installment plan The customer confirmed this agreement with the ***, but failed to keep the arrangement as agreedSince the customer’s most recent bill generated on 1/11/17, the bill balance has increased to $ [redacted] To date, the Company has not received a payment for rendered servicesA current review of the customer’s account revealed another customer has applied for service at the residence If Customer Relations may be of any additional assistance to you or the customer, please call us at [redacted] Sincerely, Greg W [redacted] Customer Relations & Policy Associate
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]
Revdex.com, Thank you for bringing this customer’s deposit concerns to our attentionWe appreciate the opportunity to research and respond as necessaryDominion prides itself in providing excellent customer serviceWe apologize for the human performance error of our Customer Care associateOur records indicate we processed a waiver for the $deposit on July 15, 2015, in favor of the customerThe deposit adjustment will appear on the next bill date of August 26, Based on our investigation, we found no evidence to support the account was assessed a reconnect chargeWe regret any inconvenience and frustration this matter may have causedAgain, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, [redacted] **
Revdex.com, Thank you for bringing this customer’s concerns to our attention We appreciate the opportunity to research and investigate further After receiving this inquiry the Customer Relations and Policy department reviewed this account and determined this location is currently actively net meteredThere are no additional steps the customer needs to complete to active or utilize the previously installed net metering at this locationDominion strives to provide excellent customer service when customer contact our company with questions unfortunately in this instance we were not successfulThe prior interaction this customer had with Dominion resulted in the Customer Service department providing some incorrect information to the customerThe information that was provided to the customer was the instructions that would be required if the customer wanted to install net metering, not if the equipment was already present from a prior customerThe previously installed net metering equipment remains active and the same net meter remains onsite/is used I sincerely apologize for the confusionI see that this customer has since been in communication with Dominion Energy regarding their concernsIf this is not the case or additional questions remain please contact our office at 1-***-***-*** Sincerely, Daniel G [redacted]
An additional deposit was assessed on account on 8/26/when the account was interrupted for nonpayment The customer was advised of this during a phone conversation on 8/26/16, at 13:hours As discussed during the phone conversation to have the account reconnected, the first deposit installment along with the required payment for usage had to be paid Customer did so
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 did contact Dominion to cancel my service PRIOR to me movingSecondly, the day I filed this complaint with the Revdex.com, I contacted Dominion about my bill and once again requested they terminate the service because I was not living at the residence since April I was assured by the manager that the service would be cut offHowever, Dominion just stated in their reply to the Revdex.com that I need to contact them to cut off serviceHow many times am I expected to contact them and tell them out right to cut off my service?!!!! They continue to deny that I contacted them to cut it off every single time, but every time I call them, I am assured it will be shut offI will NOT contact them again to tell them something I have already told them numerous times beforeI have done my part as a customer to not only pay my bills when I did have service, but also to notify them that I was moving so that my service could be shut offIt is now no longer on me to do anything elseIt is now up to Dominion to stop being unprofessional and irresponsible and just do what they assured me they'd do a long time ago, grant my request to cut off the service and stop trying to charge me for something I did not ask for nor did I useI will not be held responsible for charges due to their (Dominion's) lack of communication on their part and incompetence when it comes to closing accountsThey've done this to numerous customers and it is just not acceptable!!! They need to be honest and do right by their customers, point blank period! Regards, [redacted]
In recognition of energy assistance on the account, prior to disconnection, and as a courtesy to the customer we have waived the deposit Late fees are appropriate when the account is past due Because of the now waived deposit, we have removed late payment fees for May and June 2017, the two months when the deposit was on the account The current disconnect notice on the account is [redacted] The due date has been extended to [redacted] , by [redacted] **Service is subject to interruption if payment not received
[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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] @richmond.Revdex.com.org Regards, [redacted]
September, 21, Better Business Bureau, 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 systemPlease 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 customerOur 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]
hello--- I was asked to send a copy of something to/from Dominion regarding last ebill unfortunately, going back more than 6mos, I was unable to find any Dominion mail I guess I permanently delete things I think I won't need sorry---I see nothing at all recently from Dominion ex today I got their "gift card" (in reg mail) to make me "happy"I talked to them today and got nowhere call again if there is something else I can send u otherwise my only option is to wait wks to see if they actually send my bill this mobut it's not what a consumer should have to do--check on the supplier to see if they sent my monthly bill!very frustratingly[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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]
July 23, Revdex.com, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further Dominion was able to accommodate the customer’s request to have the Smart Cooling Rewards Program device deactivated and removed We apologize for the inconvenience and frustration this issue has caused the customer Again, thank you for allowing us the opportunity to address this customer’s concern If Customer Relations may be of further assistance to you or the customer, please call us at [redacted] Sincerely, [redacted]
January 5, Revdex.com, Thank you for bringing this customer’s concern to our attentionWe appreciate the opportunity to research and investigate further Dominion Energy made telephone contact to the customer and discussed their outage information concern Dominion strives to provide excellent customer service and certainly has good intentions to provide our customers with accurate information during power outages; however, there are situations beyond our control which may cause an outage re-assessment, resulting in changes to our estimated restoration timeframeThe customer appears to be satisfied with the Company’s resolution If you have questions, or if Customer Relations may be of further assistance to you or the customer, please call us at 1-***-***-*** Sincerely, Greg W [redacted] Dominion Energy Virginia Customer Relations & Policy
February 14, Better Business Bureau, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further The customer agreed to a payment arrangement with a lower than down payment Unfortunately, the customer’s check payment for the down payment returned due to non-sufficient funds, thus breaking the arrangement Subsequently, the Company has not received payment for rendered services since connection of service in August We regret the financial hardship the customer may be experiencing at this time; however, the Company has exhausted its avenues for assistance The Company respectfully suggests the customer contact a third party for additional assistance with her electric billThe contact number to the customer’s local [redacted] 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
February 10, 2017Revdex.com,Thank you for bringing the customers’ concern to our attention We appreciate the opportunity to research and investigate further.Dominion made telephone contact to the customers and discussed their deposit issue Based on our research and investigation, Dominion cancelled the security deposit and waived the connection fee as a good faith gesture and a one-time courtesyThe Company sends a sincere apology to the customers for any inconvenience and frustration we may have caused The customers appear to be satisfied with the Company’s resolution.Again, thank you for allowing us the opportunity to address the customers' concern If Customer Relations and Policy may be of further assistance to you or the customers, please call us at [redacted] Sincerely,Greg W [redacted] Dominion Virginia PowerCustomer Relations & Policy
Better Business Bureau, We certainly understand our customers’ concerns regarding the deposit requested at the time of reconnectionDeposits 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 billWhile 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 customersUnder 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’ usageThe deposit request meets the conditions for a security deposit and unfortunately, we are unable to comply with the request to waive the depositWe understand this is not the response our customer was hoping to receive; however, we trust our position is understoodFor additional questions we ask our customer to call Customer Relations & Policy at [redacted] Sincerely, CB***Customer Relations & Policy
[redacted] Revdex.com,Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate furtherDominion Energy Customer Relations and Policy department made telephone contact to the customer and discussed high bill concernsWe shared Energy Saving Tips with the customer and suggested visiting our website at www.dominionenergy.com for even more “saving tips” informationAdditionally, Dominion Energy scheduled to conduct an on-site meter test for the customer and allow the customer the opportunity to witness the meter test The meter test should be completed during the week of [redacted] *** The Company will send the results of the on-site meter test to the customer by official correspondenceAgain, 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, [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 [Provide details of why you are not satisfied with this resolution.]Well no one showed up at my house to investigate the week of the *** to look at the use of the electricAlso the tech that did show up was unable to even get a read off the meter that was installed at the house as they would from the roadIt is also my understanding that as I have call in to find out about the meter reads that customer service has even told me that the charges are proratedDue to the meter not being able to be read at the time the tech was at my house it was changed outI did let him know that on the month in question that the breakers were off as well as the only things running at the house were the AC unit that is an energy star unit and only cuts on when it needs to that was set to as well as the refrigerator all other electronics were offThe house does not have a water pump that could be running as well it is pumped from next door and the electric to run it is from there's not my houseSo in light of all of that if things are cut off at the breaker and unplugged how is it the bill would be just as high as if I was home and using it? Also how is it that if I call and talk to dominions customer service that I have been told the read was pro rated from last year as well as months before? Also how is it they can read the meter from the road and not from a few feet to a few inches with two different units that have 94% and 97% battery life on them? Seems a bit fishy to me and is why I am still asking for the bill to be fix as I have stated in previous corespondents Regards, [redacted]
April 29, Revdex.com, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and respond as necessary Dominion’s policy requires a security deposit from new customers and returning customers who have not had service with us in the last months Based on the results of our investigation, and as a courtesy to the customer, the Company has waived the requested security deposit Again, thank you for allowing us the opportunity to address this customer’s concern If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at [redacted] Sincerely, [redacted] Customer Relations & Policy Dominion Virginia Power
Dear Revdex.com, Thank you for bringing our customer’s concerns to our attention The meter installed at this service location is equipped with an Encoder Receiver Transmitter (ERT) The ERT allows us to read our meter remotely while driving through an area in a specially-equipped van Our records indicate we received notification from the customer about a potential issue with our metering equipment on July 29, As a result, we created a service order to inspect the meter We discovered the dials on the meter were correctly recording the actual usage but the ERT had stopped transmitting the meter data on August 2, We completed a meter exchange order to remove to install a new meter and removed the old meterOur representative obtained a “visual” meter dial reading of from the old meter and the ERT reading of In this instance, this is not a non-recording meter situation since the actual meter continued to correctly record actual usage, but the ERT was not relaying the meter data correctly We were able to determine the ERT stopped transmitting data on April 21, The electric service account was re-billed for the usage from April 21, to August 19, on September 1, When an account is undercharged the Company will re-bill the customer for the usage up to days in accordance with our Terms and Conditions filed with the Virginia State Corporation Commission We regret any misunderstanding between the customer and our associates In view of our findings, no billing or credit adjustments are warranted Again, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, MsKC [redacted] Dominion Customer Relations & Policy Specialist
Revdex.com, Thank you for your letter concerning this customerOur records show the same customer contacted the [redacted] on 01/04/regarding the same issueThe customer’s total balance, at the time of contact to the [redacted] was $ [redacted] On 01/04/17, the Company offered to lower the customer’s down payment from $ [redacted] to $ [redacted] to be paid by 01/11/17, followed by an eight-month installment plan The customer confirmed this agreement with the ***, but failed to keep the arrangement as agreedSince the customer’s most recent bill generated on 1/11/17, the bill balance has increased to $ [redacted] To date, the Company has not received a payment for rendered servicesA current review of the customer’s account revealed another customer has applied for service at the residence If Customer Relations may be of any additional assistance to you or the customer, please call us at [redacted] Sincerely, Greg W [redacted] Customer Relations & Policy Associate
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]