October 6, Revdex.com, Thank you for bringing this customer’s concern to our attentionWe 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 serviceAs 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-paymentAdditionally, 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-***-*** Sincerely, Greg W [redacted] Dominion Energy Virginia Customer Relations & Policy
October 5, 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 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 Better Business Bureau 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, Thank you for bringing this customer’s concerns to our attentionWe 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, 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, On October 27, 2016, we issued a refund check for the credit balanceAgain, 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
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessaryWe understand economic and medical conditions may cause difficulties for our customers; therefore, we abide by credit practices that are both fair and economicalWe regret a medical note on an account does not release a customer from bill payments, nor does it eliminate the possibility of service interruptionTo help bring accounts to a zero balance and prevent disconnection of service, we offer short and long-term payment arrangements to our customersOur records indicate a short-term payment arrangement was initiated via the internet on March 18, and we granted an extension until PMon April 13, On April 14, the payment information was reported and the service was restored before PMon the same day While it is never our desire that our customers be without electric service, we trust you understand our positionAgain, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at 1-800-938- Sincerely, MsKC***Dominion Customer Relations
Revdex.com,Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and investigate further.It is never our desire to disconnect a customerWhen the service at this location was disconnected, Dominion’s records indicate the apartment complex was notified that repairs would be required before the service could be reconnectedThe damage to this meter did not prevent the meter from being read on a monthly basis but did constitute a possible safety issue that needed to be corrected before reconnecting serviceThe damage has been corrected by an electrician and the service has been reconnected by Dominion.The disconnection of service and subsequent delay in reconnection was not caused by any negligence of Dominion and thus a credit or any compensation is not warrantedIf you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-***-***-***.Sincerely, Daniel G [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 I never saw anyone actually come and pull the meteR to test itOnly spoke with the investigatorPlease advise when the meter was pulled for testing Regards, [redacted]
On December 31, customer entered into a long term pay arrangement to assist with the account balance The terms of the arrangement were to pay $ [redacted] per month along with the current bill That is where the figure came from Unfortunately the terms of the agreement were not sustained Account details have been provided to the customer through our help line at [redacted] The customer can view her billing and payment on line as well by logging into her account at [redacted] A complete summary of past bills and payments are available there There has been no addition added to the 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 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: [email protected] Regards, [redacted] [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.] I look online you've charging me one amountI just receive a disconnect noticeFor the amount $ [redacted] I never receive a letter from the company stating anything regarding the balanceSo my next step will be to hire a lawyer and show them all the paperNew account with zero balance.should only be two billsLegally he is responsible for the bill.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 The response from [redacted] misstates the transactions which occurred The OWNER of the property at [redacted] has NEVER contacted Dominion Power to request service The OWNER of [redacted] has NEVER contacted Dominion Power to request service They are NOT the same owner! We have explained this over and over [redacted] manages on behalf of both owners, however, their accounts are SEPARATE and should never, ever be combined in any way.Why is this so difficult for Dominion to understand? 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 The understanding of "your" company is obviously not that the information would be updatedI was told on numerous occasions, before and after payment, that this information would be deleted from my credit profileDelete this information or communicate the deletion to the collection agency or "your" company is in direct violation of bait and switch regulations that were set in place to protect consumers like myselfIf u don't believe the information I say as true, please refer to your phone records where I called from where I was told that this shouldn't be reporting from you or the agency"Your" company lied to me and I expect "you" to deliver on your word Regards, [redacted]
[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] Regards, [redacted]
Revdex.com, Thank you for bringing our customers' concerns to our attentionReview of the account shows start of service at the request of the customer but there is no record of a customer request to end the service or to cancel the request for serviceWhile we understand the customer never moved into the residence, the customer accepted responsibility for the services until we were notified to remove the nameWe suggest the customer contact the rental office of the complex to request acceptance of responsibility for the servicesAn email has been sent to the customer with our contact informationWe will be glad to discuss this with the customer once contact is madePlease advise the customer to contact Customer Relations & Policy at 1-800-938-for further assistanceSincerely, CB [redacted] - Customer Relations & Policy
Revdex.com, Thank you for bringing our Customer’s concerns to our attention We appreciate the opportunity to research and respond as necessary Residential security deposits are eligible for refund months from the date the final installment is received if the account is in good standingDominion has received a letter from this customer requesting the same information and we will respond to that letter quoting the specific requirements necessary to obtain a deposit refund on this account Again, thank you for allowing us the opportunity to address our customer’s concernsIf you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, [redacted] Dominion Virginia/North Carolina Power
Revdex.com, Thank you for bringing this customer’s concerns to our attention We appreciate the opportunity to research and investigate further As a result of this customer’s inquiry directly to Dominion, a high bill investigation was requestedThe investigation was in the process of being scheduled when this inquiry was received from the Revdex.comDominion has since successfully scheduled and completed an onsite high bill investigation with the customer presentThe results of that investigation revealed that the customer’s meter readings and usage were inlineDominion’s Service Investigator discussed energy saving tips with the customer and the recent extreme cold temperatures and their effect on auxiliary heat as it relates to heat pumpsUltimately no error, malfunction, or billing discrepancy was discoveredIf you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-***-***-***Sincerely, Daniel G [redacted] Dominion Energy Virginia 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 This is just repeating exactly what was told to me over the phoneThey already collected a deposit for when I was a customer in No further deposit should be requiredI have offered to provide details of good payment history (but not from a utility company)That detail should show Dominion that I am a reputable customer but as you can see - Dominion refuses to accept reasonable documentation to waive the fee.Please inform Dominion that I REFUSE to pay this fee and WILL continue to escalate this unless it is immediately and amicably resolved 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 Since dealing with this situation I have received the same response from countless customer support representatives and customer account management representatives and I have told every single one of them the same thing, that the explanation provided to me is completely understandableHowever, what Dominion Power fails to realize is this is an issue of what is RIGHT and WRONGA representative of Dominion Power, someone working on behalf of the company, told me that I would not be charged for service during the time of the faulty meterThere are three things wrong with this; (1) Dominion Power tried to resolve an issue before knowing the real reason for the faulty meterDominion Power never should have told me that I would not be charged for service until they fully understood the extent of why my meter or meter components were not properly working, (2) Dominion Power never should have told me "YES" when I asked the question, "So I basically have free power until this issue is fixed?" Listen to the first phone conversation that I had with Dominion Power when I was made aware of this problem, and lastly (3) Dominion Power should not have waited almost three months to fix a known issueAll of this could have been fixed early on and this issue would not be an issue right now.Now onto the ethics issue I have with all of thisDominion Power constantly says in all of their commercials that they are all about community helpIf that is true, why did Dominion Power lie to one of their customersIf someone doing business for a company and directly representing that company tells you something, it is taken by the customer in GOOD FAITH that what the representative told them is trueI was misleadThis is why this issue is a matter of what is RIGHT and WRONGIt is wrong for a business representative to say one thing and then the company to do anotherIt is RIGHT for the company to fix the problem that one of their employees made by keeping true to their word$ [redacted] is a very small piece of change for a company that runs a monopoly on power is the state of Virginia$ [redacted] is a HUGE amount of money to an active duty military member living in the state of VirginiaIts not like I can just change electric companiesBut now, because a Dominion Power employee mislead me I am out of a very large sum of my incomeIts not ethicalDominion Power needs to make right on this and keep their word to their customers Regards, [redacted]
Better Business Bureau, Thank you for bringing our customer's concerns to our attention We appreciate the opportunity to research and respond We completed an in-depth investigation and discovered the leaseholder at the service address in question is not the complainant Due to recent activity at this location lease verification is required for the applicant otherwise the verification as well as full payment for any outstanding balance is required to restore the electric service 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 [redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary This customer was incorrectly advised that a initial security deposit would not be necessaryDominion apologizes for the mistake and the inconvenienceAs a one-time courtesy, Dominion has cancelled the requested security depositPlease 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 concernIf you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, [redacted] ***
October 6, Revdex.com, Thank you for bringing this customer’s concern to our attentionWe 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 serviceAs 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-paymentAdditionally, 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-***-*** Sincerely, Greg W [redacted] Dominion Energy Virginia Customer Relations & Policy
October 5, 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 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 Better Business Bureau 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, Thank you for bringing this customer’s concerns to our attentionWe 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, 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, On October 27, 2016, we issued a refund check for the credit balanceAgain, 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
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessaryWe understand economic and medical conditions may cause difficulties for our customers; therefore, we abide by credit practices that are both fair and economicalWe regret a medical note on an account does not release a customer from bill payments, nor does it eliminate the possibility of service interruptionTo help bring accounts to a zero balance and prevent disconnection of service, we offer short and long-term payment arrangements to our customersOur records indicate a short-term payment arrangement was initiated via the internet on March 18, and we granted an extension until PMon April 13, On April 14, the payment information was reported and the service was restored before PMon the same day While it is never our desire that our customers be without electric service, we trust you understand our positionAgain, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at 1-800-938- Sincerely, MsKC***Dominion Customer Relations
Revdex.com,Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and investigate further.It is never our desire to disconnect a customerWhen the service at this location was disconnected, Dominion’s records indicate the apartment complex was notified that repairs would be required before the service could be reconnectedThe damage to this meter did not prevent the meter from being read on a monthly basis but did constitute a possible safety issue that needed to be corrected before reconnecting serviceThe damage has been corrected by an electrician and the service has been reconnected by Dominion.The disconnection of service and subsequent delay in reconnection was not caused by any negligence of Dominion and thus a credit or any compensation is not warrantedIf you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-***-***-***.Sincerely, Daniel G [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 I never saw anyone actually come and pull the meteR to test itOnly spoke with the investigatorPlease advise when the meter was pulled for testing Regards, [redacted]
On December 31, customer entered into a long term pay arrangement to assist with the account balance The terms of the arrangement were to pay $ [redacted] per month along with the current bill That is where the figure came from Unfortunately the terms of the agreement were not sustained Account details have been provided to the customer through our help line at [redacted] The customer can view her billing and payment on line as well by logging into her account at [redacted] A complete summary of past bills and payments are available there There has been no addition added to the account
Dominion Program Manager reviewed and did agree the customer had a valid complaint Manager authorized a $ [redacted] 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 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: [email protected] Regards, [redacted] [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.] I look online you've charging me one amountI just receive a disconnect noticeFor the amount $ [redacted] I never receive a letter from the company stating anything regarding the balanceSo my next step will be to hire a lawyer and show them all the paperNew account with zero balance.should only be two billsLegally he is responsible for the bill.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 The response from [redacted] misstates the transactions which occurred The OWNER of the property at [redacted] has NEVER contacted Dominion Power to request service The OWNER of [redacted] has NEVER contacted Dominion Power to request service They are NOT the same owner! We have explained this over and over [redacted] manages on behalf of both owners, however, their accounts are SEPARATE and should never, ever be combined in any way.Why is this so difficult for Dominion to understand? 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 The understanding of "your" company is obviously not that the information would be updatedI was told on numerous occasions, before and after payment, that this information would be deleted from my credit profileDelete this information or communicate the deletion to the collection agency or "your" company is in direct violation of bait and switch regulations that were set in place to protect consumers like myselfIf u don't believe the information I say as true, please refer to your phone records where I called from where I was told that this shouldn't be reporting from you or the agency"Your" company lied to me and I expect "you" to deliver on your word Regards, [redacted]
[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] Regards, [redacted]
Revdex.com, Thank you for bringing our customers' concerns to our attentionReview of the account shows start of service at the request of the customer but there is no record of a customer request to end the service or to cancel the request for serviceWhile we understand the customer never moved into the residence, the customer accepted responsibility for the services until we were notified to remove the nameWe suggest the customer contact the rental office of the complex to request acceptance of responsibility for the servicesAn email has been sent to the customer with our contact informationWe will be glad to discuss this with the customer once contact is madePlease advise the customer to contact Customer Relations & Policy at 1-800-938-for further assistanceSincerely, CB [redacted] - Customer Relations & Policy
Revdex.com, Thank you for bringing our Customer’s concerns to our attention We appreciate the opportunity to research and respond as necessary Residential security deposits are eligible for refund months from the date the final installment is received if the account is in good standingDominion has received a letter from this customer requesting the same information and we will respond to that letter quoting the specific requirements necessary to obtain a deposit refund on this account Again, thank you for allowing us the opportunity to address our customer’s concernsIf you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, [redacted] Dominion Virginia/North Carolina Power
Revdex.com, Thank you for bringing this customer’s concerns to our attention We appreciate the opportunity to research and investigate further As a result of this customer’s inquiry directly to Dominion, a high bill investigation was requestedThe investigation was in the process of being scheduled when this inquiry was received from the Revdex.comDominion has since successfully scheduled and completed an onsite high bill investigation with the customer presentThe results of that investigation revealed that the customer’s meter readings and usage were inlineDominion’s Service Investigator discussed energy saving tips with the customer and the recent extreme cold temperatures and their effect on auxiliary heat as it relates to heat pumpsUltimately no error, malfunction, or billing discrepancy was discoveredIf you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-***-***-***Sincerely, Daniel G [redacted] Dominion Energy Virginia 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 This is just repeating exactly what was told to me over the phoneThey already collected a deposit for when I was a customer in No further deposit should be requiredI have offered to provide details of good payment history (but not from a utility company)That detail should show Dominion that I am a reputable customer but as you can see - Dominion refuses to accept reasonable documentation to waive the fee.Please inform Dominion that I REFUSE to pay this fee and WILL continue to escalate this unless it is immediately and amicably resolved 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 Since dealing with this situation I have received the same response from countless customer support representatives and customer account management representatives and I have told every single one of them the same thing, that the explanation provided to me is completely understandableHowever, what Dominion Power fails to realize is this is an issue of what is RIGHT and WRONGA representative of Dominion Power, someone working on behalf of the company, told me that I would not be charged for service during the time of the faulty meterThere are three things wrong with this; (1) Dominion Power tried to resolve an issue before knowing the real reason for the faulty meterDominion Power never should have told me that I would not be charged for service until they fully understood the extent of why my meter or meter components were not properly working, (2) Dominion Power never should have told me "YES" when I asked the question, "So I basically have free power until this issue is fixed?" Listen to the first phone conversation that I had with Dominion Power when I was made aware of this problem, and lastly (3) Dominion Power should not have waited almost three months to fix a known issueAll of this could have been fixed early on and this issue would not be an issue right now.Now onto the ethics issue I have with all of thisDominion Power constantly says in all of their commercials that they are all about community helpIf that is true, why did Dominion Power lie to one of their customersIf someone doing business for a company and directly representing that company tells you something, it is taken by the customer in GOOD FAITH that what the representative told them is trueI was misleadThis is why this issue is a matter of what is RIGHT and WRONGIt is wrong for a business representative to say one thing and then the company to do anotherIt is RIGHT for the company to fix the problem that one of their employees made by keeping true to their word$ [redacted] is a very small piece of change for a company that runs a monopoly on power is the state of Virginia$ [redacted] is a HUGE amount of money to an active duty military member living in the state of VirginiaIts not like I can just change electric companiesBut now, because a Dominion Power employee mislead me I am out of a very large sum of my incomeIts not ethicalDominion Power needs to make right on this and keep their word to their customers Regards, [redacted]
Better Business Bureau, Thank you for bringing our customer's concerns to our attention We appreciate the opportunity to research and respond We completed an in-depth investigation and discovered the leaseholder at the service address in question is not the complainant Due to recent activity at this location lease verification is required for the applicant otherwise the verification as well as full payment for any outstanding balance is required to restore the electric service 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 [redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary This customer was incorrectly advised that a initial security deposit would not be necessaryDominion apologizes for the mistake and the inconvenienceAs a one-time courtesy, Dominion has cancelled the requested security depositPlease 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 concernIf you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, [redacted] ***