Revdex.com,The debt in question has been extensively researched and findings presented to the customerWe found by reviewing phone recordings that the customer of record did in fact request the service for which the balance is being requiredWe mailed copies of the bill on August 7, per her request.A message was left for the customer also on August 7, to call for a payment arrangementShe has been given an extension until 5pm August 10, to make payment to avoid interruption of service as early as August 11, 2017.If our customer wishes to set up a payment plan in lieu of full payment she can call Customer Relations & Policy at [redacted] .Sincerely,CB***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 Our investigation revealed on May our technician discovered a breaker was in the “on” position when a voltage check was performed at the meter on the scheduled start date When this occurs, for safety reasons we are unable to connect the service since this may cause a fire or damage to an electrical applianceOnce we received notification from the customer that the breaker condition was resolved we released a same day service order and turned on the serviceWe apologize for the inconvenience caused by our associates communicating the incorrect reason why we could not complete the service work As a token of our sincerity, we have applied a $goodwill credit to the customer’s electric service account 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 1-800-938- Sincerely, MsKC [redacted] Dominion Customer Relations & Policy
Original notice expired on 3/2/ We do not have record of a requested pay arrangement Left messages for customer, but customer was able to secure fuel assistance and service was restored on 3/8/
October 20, 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 CBE Group Collections Agency and requested to cease mailing collection correspondence to the customer immediately The original customer of the debt provided the other customer’s address for bill forwarding which prompted the issue Dominion sends a sincere apology to the customer for any frustration and inconvenience this issue may have caused 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]
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 reject the offer because you cannot charge a customer for something that already paidAlso, Dominion Energy's statement does not have a detailed explanation if each line itemI am forwarding my complaint further Regards, [redacted]
Revdex.com,Thank you for sharing our customer's concernsDominion's forester for this customer's service area contacted him to discuss his concernsThe customer requested instead to speak to a [redacted] supervisorThe Regional [redacted] supervisor contact the customer todayWe have agreed to no longer use the customer's property to access the right-of-way to perform tree trimming activitiesOur records have been permanently marked to alert the local forester of this agreementAdditionally, 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]
Revdex.com, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further Based on our investigation, Dominion Energy concludes the customer has not submitted all Identity Theft information as requiredAdditionally, our investigation revealed this issue may have been caused by a person who was familiar with the complainant If the complainant would like to have the balance owed removed or recalled from the major credit bureaus, please contact our Credit Services department, MsAna Figueroa at (***) ***-***Credit Services is able to assist the customer with a payment plan, if desired On the other hand, if the complainant wishes to pursue this matter as Identity Theft, the Company requires the following documentation be submitted: Fax: 1-***-***- [redacted] Mailing address: Dominion Energy Virginia/North Carolina Attn: Credit Service **th Floor [redacted] Required documentation: Police Report signed with officer’s nameInclude the following: Name of person who may have stolen identity (if known) OR Affidavit from the Federal Trade Commission’s website or contact the FTC Identity Theft Hotline @ 1-***-***-*** All pages must be completed and notarized Include the following: Name of person who may have stolen identity (if known)Service address in disputeTotal charges PLUS Driver’s License/Passport or Social Security cardProof of residency during time usage occurred Acceptable documents: Vehicle registrationWFormsVoter Registration-must include verification letter from the City or County where individual resided during disputed timeframeCopy of pay stubMilitary orders All documentation must be received before Dominion Energy will investigate Again, thank you for allowing us the opportunity to address the complainant’s concern If Customer Relations and Policy may be of further assistance to you, or the complainant, please call us at 1-***-***-*** Sincerely, [redacted] Dominion Energy Virginia/North Carolina Customer Relations & Policy
Revdex.com,
Thank you for bringing our customer’s concerns to our attentionWe appreciate the opportunity to research and respond
Under certain circumstances Dominion requires lease verification or proof of ownershipTypically Dominion is able to validate the lease or deed
within hoursThe intent of this policy is to ensure Dominion is billing the correct, responsible partyAs part of Dominion’s filed Terms and Conditions, approved by the State Corporation Commission, service must be in the leaseholder or owner’s nameDominion regrets any inconvenience to our customer
Ultimately, the customer’s request was successfully completed once the additional requested information was received and processed
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 ***
Sincerely,
*** ***
*** *** * *** ***
*** *** *** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Dominion was provided proof of ownership on the 1st day. They refused to acknowledge the documents provided and ultimately kept the power off an additional days. During that time my wife fell down the stairs as a result of the unsafe conditions created by Dominion's unwillingness to provide service. To say they were following policy is both inaccurate and insulting. We reject there response finding it lacking accountability or correction
Regards,
*** ***
Revdex.com,We have researched the issue with the customer billing and found the customer's email provider considers the address from Dominion to be spam and blocks the emailsWe have advised the customer of the steps needed to receive future emails from DominionSincerely,C
B***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 ***, 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: ***
Regards,
*** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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 photos of the meter and dates of the readings and they do not match the date readings from Dominion stating they are doing an actual readingI'm requesting there meter reading dates and the meter reading results for the past monthsI have not had no other payment agreements at all this year or last year that I did not honor that is totally and my bill only just recently went into my first plan in years due to a cut off notice and I made the payment for thatAnd to note Dominion was at fault before and credit me back for an error like this in the past in which a Congressional Inquiry got me a refundSo I want to have the proof of dates and meter reading numbers to show if they match my accurate reading for specific datesIf Dominion can't provide this proof that they are doing actual readings and my meter reading matches there's I will be more than satisfied that I was incorrect but until I see the actual meter reading and dates read for the past months I will not be satisfied and will have to take this mater up with further investigations
Regards,
*** ***
Revdex.com,The complaintant is not the customer of record with Dominion VA PowerWe cannot, for security purposes, release information without the customer's permission. However, we can report; according to program records the customer of record or a designated contact has
requested changes to the program participation.For details, the customer or their designee may contact *** at *** M-F 7am-9pm and Sat 9am-6pm.If there are further questions or if difficulties with contact arise, please contact Customer Relations & Policy at ***Sincerely,** ***
*** *** * ***
February
9,
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further
On February
5, 2016, Dominion made telephone contact to the customers to acknowledge their
outage
experiencesSubsequently, on the same day, the customer’s concern was
immediately forwarded to Dominion’s Reliability department for a 3-year outage
history report. As evidenced by the
outage report, the customers’ outages, including the most recent outage on
February 4, have been mainly tree-related, outside of our right of wayThe
recent outage involved a wire down and a broken power pole, located near South
Sycamore Street and approximately yards north of Ivy Lane in Petersburg Other outage occurrences were caused by vehicle
accidents, lightning and equipment failure
To
minimize the customers’ outage experience, the Company’s action plan is to
patrol the lines in their area and conduct “hot spot” tree trimming. Hot spot tree trimming is tree work performed
in strategic areas prior to the 3-year cycle trimming Additionally, our Reliability team will
perform an infrared scan of our facilities to ensure there are no issues or
damage to our infrastructure. This work
should be completed within the next two weeks and is expected to improve service
reliability
We regret the inconvenience and frustration the outages have
caused the customers
While it is never our desire that
our customers be without electric service, even our best efforts cannot
guarantee the flow of uninterrupted electricity. Dominion Virginia Power constantly monitors
and evaluates the performance of its facilities to provide its customers with
safe, reliable service they depend on every day.
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 customer, please call us at 1-800-938-
Sincerely,
Greg ***
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
When this matter was initially brought
to our attention it appeared as Identify TheftWe completed an in-depth
review
of our records and were unable to find any evidence to support the customer requested
to disconnect the electric service in February Our research revealed a
new applicant contacted
us and requested to transfer the service into their name on May 15, 2014. As a result, we advised the customer to submit documentation of the vacate
date and have the owner contact us to accept responsibility for the usage in
question. Otherwise, this is a landlord-tenant
dispute which
falls outside the realm of Dominion’s responsibility.
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
1-800-938-
Sincerely,
MsKC***
Dominion 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 ***, 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: ***
Regards,
*** ***
Another customer applied for service at this customer's location. It took some time before the customer's mistake was realized. We have apologized for the mix up on this and have offered a goodwill credit as an expression of our sincerity. Please note, the cover for this issue
states no response is needed
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
After calling the number provided Dominion Power is still refusing to provide me with a general ledger of where my money went I need for Dominion Power to do either one of these solutions, provide me with a refund or provide me a general ledger of where my money went in their system in order for me to reconcile my records and account As a consumer I have the right to know where my hard earn government money went
Regards,*** ***
Revdex.com,The complainant is not our customer of recordAdditionally, we do not have documentation of Power of Attorney (POA) for the customer of recordThe customer of record can contact Customer Relations & Policy (CR&P) at 1-800-938-2118 to discuss payment
arrangement optionsIf the complainant wishes to contact CR&P, POA documentation must be presented in order to release information and/or make payment arrangements.Sincerely,Customer Relations & Policy1-800-938-
Revdex.com,The debt in question has been extensively researched and findings presented to the customerWe found by reviewing phone recordings that the customer of record did in fact request the service for which the balance is being requiredWe mailed copies of the bill on August 7, per her request.A message was left for the customer also on August 7, to call for a payment arrangementShe has been given an extension until 5pm August 10, to make payment to avoid interruption of service as early as August 11, 2017.If our customer wishes to set up a payment plan in lieu of full payment she can call Customer Relations & Policy at [redacted] .Sincerely,CB***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 Our investigation revealed on May our technician discovered a breaker was in the “on” position when a voltage check was performed at the meter on the scheduled start date When this occurs, for safety reasons we are unable to connect the service since this may cause a fire or damage to an electrical applianceOnce we received notification from the customer that the breaker condition was resolved we released a same day service order and turned on the serviceWe apologize for the inconvenience caused by our associates communicating the incorrect reason why we could not complete the service work As a token of our sincerity, we have applied a $goodwill credit to the customer’s electric service account 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 1-800-938- Sincerely, MsKC [redacted] Dominion Customer Relations & Policy
Original notice expired on 3/2/ We do not have record of a requested pay arrangement Left messages for customer, but customer was able to secure fuel assistance and service was restored on 3/8/
October 20, 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 CBE Group Collections Agency and requested to cease mailing collection correspondence to the customer immediately The original customer of the debt provided the other customer’s address for bill forwarding which prompted the issue Dominion sends a sincere apology to the customer for any frustration and inconvenience this issue may have caused 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]
The meter was tested on 5/4/ Test results previously sent to Revdex.com and State Corporation Commission
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 reject the offer because you cannot charge a customer for something that already paidAlso, Dominion Energy's statement does not have a detailed explanation if each line itemI am forwarding my complaint further Regards, [redacted]
Revdex.com,Thank you for sharing our customer's concernsDominion's forester for this customer's service area contacted him to discuss his concernsThe customer requested instead to speak to a [redacted] supervisorThe Regional [redacted] supervisor contact the customer todayWe have agreed to no longer use the customer's property to access the right-of-way to perform tree trimming activitiesOur records have been permanently marked to alert the local forester of this agreementAdditionally, 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]
Revdex.com, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further Based on our investigation, Dominion Energy concludes the customer has not submitted all Identity Theft information as requiredAdditionally, our investigation revealed this issue may have been caused by a person who was familiar with the complainant If the complainant would like to have the balance owed removed or recalled from the major credit bureaus, please contact our Credit Services department, MsAna Figueroa at (***) ***-***Credit Services is able to assist the customer with a payment plan, if desired On the other hand, if the complainant wishes to pursue this matter as Identity Theft, the Company requires the following documentation be submitted: Fax: 1-***-***- [redacted] Mailing address: Dominion Energy Virginia/North Carolina Attn: Credit Service **th Floor [redacted] Required documentation: Police Report signed with officer’s nameInclude the following: Name of person who may have stolen identity (if known) OR Affidavit from the Federal Trade Commission’s website or contact the FTC Identity Theft Hotline @ 1-***-***-*** All pages must be completed and notarized Include the following: Name of person who may have stolen identity (if known)Service address in disputeTotal charges PLUS Driver’s License/Passport or Social Security cardProof of residency during time usage occurred Acceptable documents: Vehicle registrationWFormsVoter Registration-must include verification letter from the City or County where individual resided during disputed timeframeCopy of pay stubMilitary orders All documentation must be received before Dominion Energy will investigate Again, thank you for allowing us the opportunity to address the complainant’s concern If Customer Relations and Policy may be of further assistance to you, or the complainant, please call us at 1-***-***-*** Sincerely, [redacted] Dominion Energy Virginia/North Carolina Customer Relations & Policy
Revdex.com,
Thank you for bringing our customer’s concerns to our attentionWe appreciate the opportunity to research and respond
Under certain circumstances Dominion requires lease verification or proof of ownershipTypically Dominion is able to validate the lease or deed
within hoursThe intent of this policy is to ensure Dominion is billing the correct, responsible partyAs part of Dominion’s filed Terms and Conditions, approved by the State Corporation Commission, service must be in the leaseholder or owner’s nameDominion regrets any inconvenience to our customer
Ultimately, the customer’s request was successfully completed once the additional requested information was received and processed
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 ***
Sincerely,
*** ***
*** *** * *** ***
*** *** *** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Dominion was provided proof of ownership on the 1st day. They refused to acknowledge the documents provided and ultimately kept the power off an additional days. During that time my wife fell down the stairs as a result of the unsafe conditions created by Dominion's unwillingness to provide service. To say they were following policy is both inaccurate and insulting. We reject there response finding it lacking accountability or correction
Regards,
*** ***
Revdex.com,We have researched the issue with the customer billing and found the customer's email provider considers the address from Dominion to be spam and blocks the emailsWe have advised the customer of the steps needed to receive future emails from DominionSincerely,C
B***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 ***, 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: ***
Regards,
*** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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 photos of the meter and dates of the readings and they do not match the date readings from Dominion stating they are doing an actual readingI'm requesting there meter reading dates and the meter reading results for the past monthsI have not had no other payment agreements at all this year or last year that I did not honor that is totally and my bill only just recently went into my first plan in years due to a cut off notice and I made the payment for thatAnd to note Dominion was at fault before and credit me back for an error like this in the past in which a Congressional Inquiry got me a refundSo I want to have the proof of dates and meter reading numbers to show if they match my accurate reading for specific datesIf Dominion can't provide this proof that they are doing actual readings and my meter reading matches there's I will be more than satisfied that I was incorrect but until I see the actual meter reading and dates read for the past months I will not be satisfied and will have to take this mater up with further investigations
Regards,
*** ***
Revdex.com,The complaintant is not the customer of record with Dominion VA PowerWe cannot, for security purposes, release information without the customer's permission. However, we can report; according to program records the customer of record or a designated contact has
requested changes to the program participation.For details, the customer or their designee may contact *** at *** M-F 7am-9pm and Sat 9am-6pm.If there are further questions or if difficulties with contact arise, please contact Customer Relations & Policy at ***Sincerely,** ***
*** *** * ***
February
9,
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further
On February
5, 2016, Dominion made telephone contact to the customers to acknowledge their
outage
experiencesSubsequently, on the same day, the customer’s concern was
immediately forwarded to Dominion’s Reliability department for a 3-year outage
history report. As evidenced by the
outage report, the customers’ outages, including the most recent outage on
February 4, have been mainly tree-related, outside of our right of wayThe
recent outage involved a wire down and a broken power pole, located near South
Sycamore Street and approximately yards north of Ivy Lane in Petersburg Other outage occurrences were caused by vehicle
accidents, lightning and equipment failure
To
minimize the customers’ outage experience, the Company’s action plan is to
patrol the lines in their area and conduct “hot spot” tree trimming. Hot spot tree trimming is tree work performed
in strategic areas prior to the 3-year cycle trimming Additionally, our Reliability team will
perform an infrared scan of our facilities to ensure there are no issues or
damage to our infrastructure. This work
should be completed within the next two weeks and is expected to improve service
reliability
We regret the inconvenience and frustration the outages have
caused the customers
While it is never our desire that
our customers be without electric service, even our best efforts cannot
guarantee the flow of uninterrupted electricity. Dominion Virginia Power constantly monitors
and evaluates the performance of its facilities to provide its customers with
safe, reliable service they depend on every day.
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 customer, please call us at 1-800-938-
Sincerely,
Greg ***
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
When this matter was initially brought
to our attention it appeared as Identify TheftWe completed an in-depth
review
of our records and were unable to find any evidence to support the customer requested
to disconnect the electric service in February Our research revealed a
new applicant contacted
us and requested to transfer the service into their name on May 15, 2014. As a result, we advised the customer to submit documentation of the vacate
date and have the owner contact us to accept responsibility for the usage in
question. Otherwise, this is a landlord-tenant
dispute which
falls outside the realm of Dominion’s responsibility.
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
1-800-938-
Sincerely,
MsKC***
Dominion 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 ***, 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: ***
Regards,
*** ***
Another customer applied for service at this customer's location. It took some time before the customer's mistake was realized. We have apologized for the mix up on this and have offered a goodwill credit as an expression of our sincerity. Please note, the cover for this issue
states no response is needed
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
After calling the number provided Dominion Power is still refusing to provide me with a general ledger of where my money went I need for Dominion Power to do either one of these solutions, provide me with a refund or provide me a general ledger of where my money went in their system in order for me to reconcile my records and account As a consumer I have the right to know where my hard earn government money went
Regards,*** ***
Revdex.com,The complainant is not our customer of recordAdditionally, we do not have documentation of Power of Attorney (POA) for the customer of recordThe customer of record can contact Customer Relations & Policy (CR&P) at 1-800-938-2118 to discuss payment
arrangement optionsIf the complainant wishes to contact CR&P, POA documentation must be presented in order to release information and/or make payment arrangements.Sincerely,Customer Relations & Policy1-800-938-