RevDex.com,
Thank you for bringing this customer’s concerns to our
attentionWe appreciate the opportunity to research and respond as necessary
We
empathize that a serious medical condition exists at this service locationWe
completed an in-depth
review of the customer’s account and discovered a Serious
Medical Condition Certification Form (SMCC) was mailed by the United States
Postal Service via certified mail on *** *** ***. We received a tracking confirmation that the mailing
was delivered to an individual at the address at *** ***on *** *** *** As a one-time courtesy, a second SMCC form was mailed upon
the customer’s request on *** **, ***. Our
investigation concludes the Company has complied with the Terms and Conditions
on file with the Virginia State Corporation Commission (SCC) indicates the
company is only required to issue one SMCC form per year upon the customer’s
request. Per the SCC, the completed form
must be returned to us within ** (calendar) days. We regret to inform you that we are unable to
honor our customer’s request to mail another form at this timeThe customer
may download and print the medical form from our website at www.dominionenergy.com
While we understand this is not the desired outcome, we
trust you understand the Company’s position
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 ***
Sincerely,
*** ** ***
*** *** *** * ***
If DOM had actually spoken to the landlord as they claim in their response to you, would they not already have confirmation that I did not live there during the billing period in question? There are too many inconsistencies in their stories about thisAnd why has no one before been able to see that they contact me and the landlord in May 2014? Because they didn'tNot less that TWO of the persons that I spoke to told me that they did NOT attempt to contact the landlord, or that they see no where in the "notes" where such attempt was made; and further, they had no way to contact me which is why I heard nothing from them until Dec And I have asked numerous times to be provided a billing statement for the amount they claim I owe, but I have been told that they are unable to provide a billSo they demand that I pay this amount but they cannot substantiate the amount to me with a proper bill? And now I suffer with no electricity because THEY failed to do their job? Why is it that they can see everything else and something "new" each time I try to resolve this, but cannot see my original request to terminate service back in 2013? If I do not get proper resolution here, I will forward my complaint to the FTC. I was also lied to and told that I should have seen the collection on my credit reportI have been a member of *** *** for over a year, I view my *** *** and *** reports constantly, there is not now nor has there ever been, at least not since 2013, a collection item for Virginia Dominion Power, nor any collection agency acting on their behalfDOM is full of lies, and the customers suffer from themThey get away with it because they are a monopoly, which I thought was illegal?Additionally, when I was informed on yesterday at approximately hrs to get a copy of the eviction notice from the Sheriff (which was why I moved), I was not given any time to do so as I was told that my power would be off today in spite of my repeated and ongoing attempts to resolve the issueMy power is now off for the $1,that I am told is owed on the old accountThere is an additional balance of approx$which I would have been able to pay, and told the supervisor such, but now must use to provide temporary lodging for myself so that I can continue to work and eatI also informed her that I work 12-hr shifts and would likely not be able to get the info from the General District Court in *** until ThursdaySince this was the first I time I was told to do so, I should have at least been given 24-hrs to accomplish the taskAlso, I was told that this was indeed an identity theft/fraud issue, and was not told that it was not until yesterday when I calledNever mind that this was the 5th time I tried to call since receiving the current cut-off notice, but I work during the day when they are open on an ambulance service, and I cannot sit on hold for 30-minutes at a time, which is what happens when DOM is calledFurther, I was also told by the supervisor I spoke with on yesterday (MsB***, ***) when I asked her why no one had called or contacted me about the problem until the letter in Dec '15, she stated "we do not call customersThey call us." And she also stated that they had no way to contact me until Dec when they transferred the balance to my current account, contrary to the lie that their latest response statesDOM did NOT contact me in May 2014, for as I said, the matter would have been settled at that timeThe supervisor named Justin, whom I spoke with initially on yesterday also said the same thing, which I told him I found that to be unsettling since I did have DOM accounts since this incident and they have my SSN to link toDuring the course of me attempting to resolve this, I have spoken to "supervisors" who promised they would call me back after "looking something up", and they didn't, one of which was a "Gladys." I have been attempting to resolve this since receiving the letter in mid-DecemberEach time, I get different people, have to explain the situation 2-times per call; I get different "solutions", all of which I'm eventually told is wrong; I get different dates for the svc, initially it was May 'until Dec '13, then May 'until Dec '13; I'm told of different or additional "notes" that whoever I end up talking to is "seeing on the screen", such as now I'm being told that they see where I was contacted in May 'yet no one told me that before, because I wasn'tThis is getting ridiculous, and I'm the one who is sufferingIf they contacted the landlord in May as they said, and he confirmed that I had moved out in 2013, this would not be an issue, unless he liedDOM's story isn't adding up, but it equals me being without electric service now for THEIR mistake, oversight, and constant mishandling and mismanagementIt seems that their "supervisors" need some training on procedures of what and what not to tell customers just to get them off the phone.*** *** I was also lied to and told that I should have seen the collection on my credit reportI have been a member of *** *** for over a year, I view my Trans Union and *** reports constantly, there is not now nor has there ever been, at least not since 2013, a collection item for Virginia Dominion Power, nor any collection agency acting on their behalfDOM is full of lies, and the customers suffer from themThey get away with it because they are a monopoly, which I thought was illegal?
Revdex.com,
The meter test requested by our customer
has been completed The meter was found to be recording as indicated
below:
Light Load Series
99.70%
Full Load
Series 99.77%
Power Factor Accuracy
99.43%
Dominion attempts to
explain the usage; however, we are not always able to do so. Therefore,
we must rely on the accuracy of the meter to determine the accuracy of the
bill. Our tariff, filed with the State Corporation Commission, states
that the meter should record at plus or minus 2% of 100% to be considered
accurate. The result of the meter tests indicates the meter is recording
accurately and the bills previously rendered are considered correct
We appreciate the
opportunity to respond to our customer’s concerns and trust that the results of
our investigation are satisfactory. Should our customer have any
additional questions or concerns, he may contact Customer Relations at
***
Sincerely,
** ***
*** *** * *** *** *
[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,Thank you for bringing our customers concerns to our attentionAn amicable agreement for payment of electric services has been reached with them.They have been given our contact information if further questions arise.Sincerely,
** ***
*** *** * ***
RevDex.com,
We
have reviewed the concerns of our customer and found the following:
Service
order to start service at *** ** *** ** ** *** ** and end service at *** ** *** *** * ** *** ** was requested online at 11:12/29/15Service
order to start
service at *** ** *** ** ** *** ** was canceled online at 23:12/29/15The
previous customer service order to end service was completed at 11:1/15/16Same
day service order to start service was requested by phone 20:1/15/16Service
was restored 21:1/15/and set in the current customer’s name
The user
name used to initiate and cancel the order online has been validated as one
used by the complainant for both premises
No
compensation is appropriate based on this reviewFurther questions can be
addressed by calling Customer Relations & Policy at 1-800-938-
Sincerely,
C
B***
Customer
Relations & Policy
1-800-938-
Revdex.com:I am grateful for the assistance with this matterAlthough their review noted the breakers to be on, this was notably falseI wanted to to ensure my statement about the event proceeding that initial timeframeFollowing the next two days I was met with either disregard or excuses for all efforts to reestablish my electricityI was told the order would be completed on the third, this did not happen and no technician made faceI also was told the electricity would be turn on the following day, May 4th, this also did not happenIt was not until May 5th, I and my family of were able to use hot water or electicityThe most common excuse I was given is that this buisness could not contact the technicians in any wayThis is unnaceptable for a service such as electricity which is a necessityI will settle my complaint with the 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,
*** ***
December 18, 2015
Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further
On December 17, 2015, Dominion made telephone contact to the
customer’s daughter, and after
account verification, discussed their high
bill concern Going forward, the Company
and the customers intend to work together to help resolve the high bill
issue. The Company has placed work orders
to schedule a high bill investigation and an on-site meter test for the
customers. The Company will provide the
customers with the results of our investigation and meter test by official
correspondence
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 W***
Dominion Virginia Power
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,We contacted our customer and attempted to explain how security deposits are transferred from one account to another when service ends at one and starts at another with no break in serviceThe deposit is applied to the closing accountThe remaining balance is then
transferred to the new account and the deposit is rebilled on the new accountIn other words, the customer is credited for the deposit on the closing account and debited the deposit on the new accountThe result of the credit and debit is off-set.*Example (not the actual amount for this customer): A customer has a $balance on a closing accountThe customer has a deposit of $held on the accountThe deposit is applied/credited to the balance of $leaving a balance of $The balance of $is then transferred to the new account and the debit of the security deposit of $is also transferredThe result is that a total balance of $is transferred to the new account We regret to inform you that our customer was not satisfied with our attempt to explain the transfer processAt her request, copies of statements beginning July to the present have been mailed to her current addressThis is for three (3) separated premisesA PDF of all of the copies is also attached to this response but can only be shared with our customer of recordThis same information is available to the customer by accessing Manager Account at ***
*Additionally, our customer was offered and accepted contact information for the *** ** *** *** *** ** *** *** *** *** ** ** ***Once contacted by the *** staff, our office will provide the same information to them to review with our customer. Our customer may contact us at *** should she desire further assistance. Sincerely,Customer Relations & PolicyDominion Energy Corporate Headquarters
[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,
*** ***
Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessaryDominion’s deposit policy is not based off of customer’s credit scores but rather their previous credit history with Dominion within the past months.
In the event a customer has not had service with Dominion within the past months, they will be assessed the standard initial security deposit. Deposits are held until the account has been maintained on a current basis for one year from the receipt date of the depositIf the account is eligible for a refund after one year of paying on time, the deposit plus simple interest is credited to the account. We have specific deposit guidelines, which are administered uniformly for all of our customers. If the new account holder does not meet the above mentioned criteria, they will be subject to the same deposit guidelinesAgain, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938-Sincerely, Daniel G*** Dominion Virginia Power
October 14, 2016Revdex.com,Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further.Dominion made telephone contact to the customer and discussed the transferred balance issueThis transferred balance to
the customer’s account was caused by an inadvertent error on the Company’s part, due to similarity of names on Dominion accountsFor this error, Dominion sends an apology to the customer for the frustration and inconvenience we caused As a token of our apology, the Company applied a goodwill credit toward the customer’s accountThe 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 ***Sincerely,Greg W***Dominion Virginia PowerCustomer 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,
*** ***
July 1,
Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further
Dominion has been working to resolve the customer’s high
bill issueOn June our Service Investigator
visited the customer’s
residence and confirmed the customer’s air-conditioning unit was malfunctioning. At this point, Dominion can attribute the malfunctioning
air-conditioning unit to be a main source of the customer’s high bills. Additionally, the customer’s old meter was exchanged
and is scheduled to be tested in our meter shop very soonThe results of the
meter test will be provided to the customer when available
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 ***
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
[Provide details of why you are not satisfied with this resolution.]
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
There was no real offer proposedThey simply repeated the same thing they told me they were going to do in the first place when I was trying to resolve this by speaking with them on the phone and I never heard back from the company.I do not accept this offer because this is the exact same offer they proposed in the first place and nothing got resolved or answeredI have attached a picture of my energy usage which clearly shows a huge spike in my usage which is completely abnormalI have attached photos which shows the energy usage graph, average daily usage, past bills, and the usage period in question (6/15-8/Meter Readings)The average usage excluding the dates in questions is kWh which was around $a monthThis is by far the most difficult and worst customer experience I have ever seenThe data usage clearly clearly show unusual usage but the company blames it on their customersWhat a shame and no wonder there are so many complaints against this company.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
[Provide details of why you are not satisfied with this resolution.]i have been requesting this information for a long time and they did not respondIf the time has expired now is due to their negligenceI am entitled to have all bill copies and I am also aware that they have an archive that dominion power has an archive that they can go to and get old bills and payment recordsThey just don't want to do the work to get the old bill records.
Regards,
*** ***
Revdex.com,Our customer contacted Customer Relations & Policy regarding a missing paymentNotes on the account indicate the payment could not be found after multiple attemptsThis office offered to accept a copy of her bank statement and to directly work with Payment Services to
resolve the issueThe customer declined the offer stating she was calling her bank.Customer Relations & Policy can be contacted at 1-***-***-*** if the customer wants information on how to fax or email her bank statement or a screen shot of online banking data.Sincerely,CB***Customer Relations & Policy Specialist
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessaryDominion strives to provide its customers with the best possible level of service and we value customer feedback when we have fallen short of
expectationsWe certainly apologize for the frustration our customer experienced when attempting to transfer service using our websiteOn June 25, I contacted the customer and manually processed the service orders to complete the transfer of serviceA waiver for the service initiation charge was grantedAs described by the customer, our IT team identified an intermittent issue associated with the telephone number entry and will work to resolveOur customer’s input is invaluable and will use this experience to improve our processesAgain, 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 *** Sincerely,
*** ** ***
*** *** *** * *** *** **
RevDex.com,
Thank you for bringing this customer’s concerns to our
attentionWe appreciate the opportunity to research and respond as necessary
We
empathize that a serious medical condition exists at this service locationWe
completed an in-depth
review of the customer’s account and discovered a Serious
Medical Condition Certification Form (SMCC) was mailed by the United States
Postal Service via certified mail on *** *** ***. We received a tracking confirmation that the mailing
was delivered to an individual at the address at *** ***on *** *** *** As a one-time courtesy, a second SMCC form was mailed upon
the customer’s request on *** **, ***. Our
investigation concludes the Company has complied with the Terms and Conditions
on file with the Virginia State Corporation Commission (SCC) indicates the
company is only required to issue one SMCC form per year upon the customer’s
request. Per the SCC, the completed form
must be returned to us within ** (calendar) days. We regret to inform you that we are unable to
honor our customer’s request to mail another form at this timeThe customer
may download and print the medical form from our website at www.dominionenergy.com
While we understand this is not the desired outcome, we
trust you understand the Company’s position
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 ***
Sincerely,
*** ** ***
*** *** *** * ***
If DOM had actually spoken to the landlord as they claim in their response to you, would they not already have confirmation that I did not live there during the billing period in question? There are too many inconsistencies in their stories about thisAnd why has no one before been able to see that they contact me and the landlord in May 2014? Because they didn'tNot less that TWO of the persons that I spoke to told me that they did NOT attempt to contact the landlord, or that they see no where in the "notes" where such attempt was made; and further, they had no way to contact me which is why I heard nothing from them until Dec And I have asked numerous times to be provided a billing statement for the amount they claim I owe, but I have been told that they are unable to provide a billSo they demand that I pay this amount but they cannot substantiate the amount to me with a proper bill? And now I suffer with no electricity because THEY failed to do their job? Why is it that they can see everything else and something "new" each time I try to resolve this, but cannot see my original request to terminate service back in 2013? If I do not get proper resolution here, I will forward my complaint to the FTC. I was also lied to and told that I should have seen the collection on my credit reportI have been a member of *** *** for over a year, I view my *** *** and *** reports constantly, there is not now nor has there ever been, at least not since 2013, a collection item for Virginia Dominion Power, nor any collection agency acting on their behalfDOM is full of lies, and the customers suffer from themThey get away with it because they are a monopoly, which I thought was illegal?Additionally, when I was informed on yesterday at approximately hrs to get a copy of the eviction notice from the Sheriff (which was why I moved), I was not given any time to do so as I was told that my power would be off today in spite of my repeated and ongoing attempts to resolve the issueMy power is now off for the $1,that I am told is owed on the old accountThere is an additional balance of approx$which I would have been able to pay, and told the supervisor such, but now must use to provide temporary lodging for myself so that I can continue to work and eatI also informed her that I work 12-hr shifts and would likely not be able to get the info from the General District Court in *** until ThursdaySince this was the first I time I was told to do so, I should have at least been given 24-hrs to accomplish the taskAlso, I was told that this was indeed an identity theft/fraud issue, and was not told that it was not until yesterday when I calledNever mind that this was the 5th time I tried to call since receiving the current cut-off notice, but I work during the day when they are open on an ambulance service, and I cannot sit on hold for 30-minutes at a time, which is what happens when DOM is calledFurther, I was also told by the supervisor I spoke with on yesterday (MsB***, ***) when I asked her why no one had called or contacted me about the problem until the letter in Dec '15, she stated "we do not call customersThey call us." And she also stated that they had no way to contact me until Dec when they transferred the balance to my current account, contrary to the lie that their latest response statesDOM did NOT contact me in May 2014, for as I said, the matter would have been settled at that timeThe supervisor named Justin, whom I spoke with initially on yesterday also said the same thing, which I told him I found that to be unsettling since I did have DOM accounts since this incident and they have my SSN to link toDuring the course of me attempting to resolve this, I have spoken to "supervisors" who promised they would call me back after "looking something up", and they didn't, one of which was a "Gladys." I have been attempting to resolve this since receiving the letter in mid-DecemberEach time, I get different people, have to explain the situation 2-times per call; I get different "solutions", all of which I'm eventually told is wrong; I get different dates for the svc, initially it was May 'until Dec '13, then May 'until Dec '13; I'm told of different or additional "notes" that whoever I end up talking to is "seeing on the screen", such as now I'm being told that they see where I was contacted in May 'yet no one told me that before, because I wasn'tThis is getting ridiculous, and I'm the one who is sufferingIf they contacted the landlord in May as they said, and he confirmed that I had moved out in 2013, this would not be an issue, unless he liedDOM's story isn't adding up, but it equals me being without electric service now for THEIR mistake, oversight, and constant mishandling and mismanagementIt seems that their "supervisors" need some training on procedures of what and what not to tell customers just to get them off the phone.*** *** I was also lied to and told that I should have seen the collection on my credit reportI have been a member of *** *** for over a year, I view my Trans Union and *** reports constantly, there is not now nor has there ever been, at least not since 2013, a collection item for Virginia Dominion Power, nor any collection agency acting on their behalfDOM is full of lies, and the customers suffer from themThey get away with it because they are a monopoly, which I thought was illegal?
Revdex.com,
The meter test requested by our customer
has been completed The meter was found to be recording as indicated
below:
Light Load Series
99.70%
Full Load
Series 99.77%
Power Factor Accuracy
99.43%
Dominion attempts to
explain the usage; however, we are not always able to do so. Therefore,
we must rely on the accuracy of the meter to determine the accuracy of the
bill. Our tariff, filed with the State Corporation Commission, states
that the meter should record at plus or minus 2% of 100% to be considered
accurate. The result of the meter tests indicates the meter is recording
accurately and the bills previously rendered are considered correct
We appreciate the
opportunity to respond to our customer’s concerns and trust that the results of
our investigation are satisfactory. Should our customer have any
additional questions or concerns, he may contact Customer Relations at
***
Sincerely,
** ***
*** *** * *** *** *
[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,Thank you for bringing our customers concerns to our attentionAn amicable agreement for payment of electric services has been reached with them.They have been given our contact information if further questions arise.Sincerely,
** ***
*** *** * ***
RevDex.com,
We
have reviewed the concerns of our customer and found the following:
Service
order to start service at *** ** *** ** ** *** ** and end service at *** ** *** *** * ** *** ** was requested online at 11:12/29/15Service
order to start
service at *** ** *** ** ** *** ** was canceled online at 23:12/29/15The
previous customer service order to end service was completed at 11:1/15/16Same
day service order to start service was requested by phone 20:1/15/16Service
was restored 21:1/15/and set in the current customer’s name
The user
name used to initiate and cancel the order online has been validated as one
used by the complainant for both premises
No
compensation is appropriate based on this reviewFurther questions can be
addressed by calling Customer Relations & Policy at 1-800-938-
Sincerely,
C
B***
Customer
Relations & Policy
1-800-938-
Revdex.com:I am grateful for the assistance with this matterAlthough their review noted the breakers to be on, this was notably falseI wanted to to ensure my statement about the event proceeding that initial timeframeFollowing the next two days I was met with either disregard or excuses for all efforts to reestablish my electricityI was told the order would be completed on the third, this did not happen and no technician made faceI also was told the electricity would be turn on the following day, May 4th, this also did not happenIt was not until May 5th, I and my family of were able to use hot water or electicityThe most common excuse I was given is that this buisness could not contact the technicians in any wayThis is unnaceptable for a service such as electricity which is a necessityI will settle my complaint with the 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,
*** ***
December 18, 2015
Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further
On December 17, 2015, Dominion made telephone contact to the
customer’s daughter, and after
account verification, discussed their high
bill concern Going forward, the Company
and the customers intend to work together to help resolve the high bill
issue. The Company has placed work orders
to schedule a high bill investigation and an on-site meter test for the
customers. The Company will provide the
customers with the results of our investigation and meter test by official
correspondence
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 W***
Dominion Virginia Power
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,We contacted our customer and attempted to explain how security deposits are transferred from one account to another when service ends at one and starts at another with no break in serviceThe deposit is applied to the closing accountThe remaining balance is then
transferred to the new account and the deposit is rebilled on the new accountIn other words, the customer is credited for the deposit on the closing account and debited the deposit on the new accountThe result of the credit and debit is off-set.*Example (not the actual amount for this customer): A customer has a $balance on a closing accountThe customer has a deposit of $held on the accountThe deposit is applied/credited to the balance of $leaving a balance of $The balance of $is then transferred to the new account and the debit of the security deposit of $is also transferredThe result is that a total balance of $is transferred to the new account We regret to inform you that our customer was not satisfied with our attempt to explain the transfer processAt her request, copies of statements beginning July to the present have been mailed to her current addressThis is for three (3) separated premisesA PDF of all of the copies is also attached to this response but can only be shared with our customer of recordThis same information is available to the customer by accessing Manager Account at ***
*Additionally, our customer was offered and accepted contact information for the *** ** *** *** *** ** *** *** *** *** ** ** ***Once contacted by the *** staff, our office will provide the same information to them to review with our customer. Our customer may contact us at *** should she desire further assistance. Sincerely,Customer Relations & PolicyDominion Energy Corporate Headquarters
[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,
*** ***
Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessaryDominion’s deposit policy is not based off of customer’s credit scores but rather their previous credit history with Dominion within the past months.
In the event a customer has not had service with Dominion within the past months, they will be assessed the standard initial security deposit. Deposits are held until the account has been maintained on a current basis for one year from the receipt date of the depositIf the account is eligible for a refund after one year of paying on time, the deposit plus simple interest is credited to the account. We have specific deposit guidelines, which are administered uniformly for all of our customers. If the new account holder does not meet the above mentioned criteria, they will be subject to the same deposit guidelinesAgain, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938-Sincerely, Daniel G*** Dominion Virginia Power
October 14, 2016Revdex.com,Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further.Dominion made telephone contact to the customer and discussed the transferred balance issueThis transferred balance to
the customer’s account was caused by an inadvertent error on the Company’s part, due to similarity of names on Dominion accountsFor this error, Dominion sends an apology to the customer for the frustration and inconvenience we caused As a token of our apology, the Company applied a goodwill credit toward the customer’s accountThe 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 ***Sincerely,Greg W***Dominion Virginia PowerCustomer 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,
*** ***
July 1,
Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further
Dominion has been working to resolve the customer’s high
bill issueOn June our Service Investigator
visited the customer’s
residence and confirmed the customer’s air-conditioning unit was malfunctioning. At this point, Dominion can attribute the malfunctioning
air-conditioning unit to be a main source of the customer’s high bills. Additionally, the customer’s old meter was exchanged
and is scheduled to be tested in our meter shop very soonThe results of the
meter test will be provided to the customer when available
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 ***
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
[Provide details of why you are not satisfied with this resolution.]
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
There was no real offer proposedThey simply repeated the same thing they told me they were going to do in the first place when I was trying to resolve this by speaking with them on the phone and I never heard back from the company.I do not accept this offer because this is the exact same offer they proposed in the first place and nothing got resolved or answeredI have attached a picture of my energy usage which clearly shows a huge spike in my usage which is completely abnormalI have attached photos which shows the energy usage graph, average daily usage, past bills, and the usage period in question (6/15-8/Meter Readings)The average usage excluding the dates in questions is kWh which was around $a monthThis is by far the most difficult and worst customer experience I have ever seenThe data usage clearly clearly show unusual usage but the company blames it on their customersWhat a shame and no wonder there are so many complaints against this company.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
[Provide details of why you are not satisfied with this resolution.]i have been requesting this information for a long time and they did not respondIf the time has expired now is due to their negligenceI am entitled to have all bill copies and I am also aware that they have an archive that dominion power has an archive that they can go to and get old bills and payment recordsThey just don't want to do the work to get the old bill records.
Regards,
*** ***
Revdex.com,Our customer contacted Customer Relations & Policy regarding a missing paymentNotes on the account indicate the payment could not be found after multiple attemptsThis office offered to accept a copy of her bank statement and to directly work with Payment Services to
resolve the issueThe customer declined the offer stating she was calling her bank.Customer Relations & Policy can be contacted at 1-***-***-*** if the customer wants information on how to fax or email her bank statement or a screen shot of online banking data.Sincerely,CB***Customer Relations & Policy Specialist
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessaryDominion strives to provide its customers with the best possible level of service and we value customer feedback when we have fallen short of
expectationsWe certainly apologize for the frustration our customer experienced when attempting to transfer service using our websiteOn June 25, I contacted the customer and manually processed the service orders to complete the transfer of serviceA waiver for the service initiation charge was grantedAs described by the customer, our IT team identified an intermittent issue associated with the telephone number entry and will work to resolveOur customer’s input is invaluable and will use this experience to improve our processesAgain, 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 *** Sincerely,
*** ** ***
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