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,
*** ***
Dominion Power sent me just the meter readings I am requesting this information for the *** they need to see a address and my name attached to the billAll they sent me was my name on an invoice with meter readings nothing elseI have told them this multiple times exactly what the *** was requested I have to verify I lived at that address during that time I've even asked them to send a letter on a letterhead stating that I had power at that address during that time
Revdex.com, Thank you for forwarding our customers' concernsDominion is in the process of trimming the circuit serving this customerThis project should be completed by early fall of this yearTrimming typically occurs every 3-yearsThis should significantly reduce tree
related outages in this area. Related to the line location of frequent outages, please have the customer contact Customer Relations & Policy a* *** so that we can obtain more details in order to investigate this issue. 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,
*** ***
[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,
*** ***
Better Business Office, We have come to an agreement with the customer that is acceptable to herPlease contact Customer Relations & Policy for further questions. Customer Relations & Policy
December 2, 2016Revdex.com,Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate furtherDominion Customer Relations department made several attempts to reach the customer by telephone and we were not
successfulWe regret the refund check complications and the frustration and inconvenience the customer experienced The inadvertent delay in the check refund was caused by internal operational issues which have been resolvedAs of December 1, 2016, a check refund, as the customer requested, was able to be completed and processedThe customer should receive the check at the preferred mailing address very soonAgain, 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
Revdex.com,As of 12:today 6/23/documents received from the customer were processed to change the customer record to show the current legal nameThis same information has been sent to the *** *** *** *** per their request.If the customer needs further verification of name change he may visit *** and sign in or register to view his new accountHe may also call Customer Relations & Policy at *** ***
*** *** * ***
On 1/3/a request to terminate service was placed via our website to be effective 1/27/17. We attempted to work the service order but was unable to do so due to no access to the electric meter. A new applicant applied for service at which time we were able to obtain a reading and
completed the original request as of 1/27/17. A closing bill has been issued to the customer The held deposit plus simple interest was applied towards the closing bill and a remaining credit balance was transferred to the customer's current account. The credit can remain on the account and apply to future bills or the customer may contact us at 1-866-*** to request a refund check for the credit amount
Revdex.com, We have reviewed the account in question and find that our customer did not contact Dominion to end service at the end of his leaseConsequently, the service continued in his name and the charges remained his responsibilityThe apartment complex carries a revert to
owner agreement which would have gone into effect had our customer called to end service at the end of his lease.As a courtesy, we contacted the apartment complex management today and they agreed to accept charges from the end of the lease through the date our customer called to end service on 12/7/Once the billing adjustment is done to reflect this date our customer will receive an adjusted billIn the meantime, the account has been withdrawn from collections anticipating that our customer will pay the amount due for services through the end of his lease.If our customer has further questions he can contact Customer Relations & Policy at *** for further assistance.Sincerely,CB*** - Customer Relations & Policy
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. The Customer Relations and Policy department was already in communication with this customer prior to this RevDex.com inquiry and will continue to work with this customer to resolve their concerns After notification of this customer’s concerns my department reviewed the customer’s account to ensure billing accuracyWhen customers contact us regarding high bills, we attempt to help explain the usage. However, we are not always able to do so due to a variety of factorsSome of the key factors to consider when comparing electric bills are the number of days in the billing cycle, rates, and the average daily temperature during the time period in question. In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heating My review did not reveal any information that would indicate this account has been billed incorrectlyAll of the readings are actual, not estimatedHowever, to ensure the meter serving this home is recording accurately, Dominion contacted this customer to schedule an on-site meter testThis meter test was completed = passed If 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*** 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 ***, 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, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. Dominion Energy’s Customer Relations and Policy department also received notice of this customer’s concerns via the ***
*** *** *** (***)Our department responded to them alsoBelow is a summary of that responseProvided months of billing and payment historyVerified the meter readings were verified, not estimated Summarized Dominion’s previous steps to investigate this customer’s concerns including: Reviewing billing history and meter readings with customerVerifying readings were actual, not estimatedDiscussed possible causes of increased usage including weather and thermostat settingsAlso discussed with the customer how to perform a breaker test in an attempt to pinpoint the cause of the usageThe customer advised they would attempt a breaker testProvided the results of the most recent meter test = PASSEDThis meter test was completed on 8/20/When customers contact us regarding high bills, we attempt to help explain the usage. However, we are not always able to do so due to a variety of factorsSome of the key factors to consider when comparing electric bills are the number of days in the billing cycle, rates, and the average daily temperature during the time period in question. In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heatingSince Dominion is unable to explain individual customer usage we must rely on the accuracy of the meter to determine the accuracy of the bill. Our tariff, filed with the *** *** ***, 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 correctWe appreciate the opportunity to respond to your concerns and trust that the results of our investigation are satisfactoryIf you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-***-***Sincerely, Daniel G*** Dominion Energy *** Customer Relations & Policy
Revdex.com, Thank you for your inquiry on behalf of our customerWe have taken steps to resolve our customers' concerns and communicated those steps to the customer We trust she will be pleased with the outcome of her account review and agree with the actions taken on her
behalf. Please contact Customer Relations & Policy at *** if you have further questions. Sincerely,
** ***
*** *** * ***
*** *** ***
Revdex.com, Copies of original billing statements are maintained for monthsFinal billing for this service under this customers' name was Feb3, Therefore, copies of statements are not available. However, account records are retained for a maximum of three (3)
years from the current dateThis information has been sent to the customer as of March 2, Information prior to March 2013 is not available. For further questions, contact Customer Relations & Policy at 1-800-938-2118. Sincerely, CB***Customer Relations & Policy
Revdex.com, Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond We regret any misunderstanding between the customer and our associates. Our research revealed a joint account is involved and
this is considered a domestic matter. Domestic matters fall outside the realm of Dominion’s responsibility. Please understand we are unable to reverse the payment transaction initiated by the customer. We strongly encourage the customer to contact their bill pay service to recover the payment 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, MsKC***
*** *** *** * ***
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 would like to know the date this will be reinstated, and I was unaware of this from the beginning.
Regards,
*** ***
Revdex.com, We contacted our customer and reviewed her charges and corresponding usageThe meter used to record her usage transmits at the same time each day so we are able to give her a very good picture, if you will, of how she is using power every day We found usage
during the time period she was out of the country did in fact decreaseThe usage during that time stayed basically the same each day until she returnedThis seems to indicate the meter was and is recording usage properlyHowever, as a courtesy to our customer we have requested a meter test to verify the meter is recording appropriatelyShe will receive a letter detailing the results once completed. In the meantime, we suggested she contact her apartment complex management to request an energy audit on her unit to insure there are no issue that would result in excess power usage. She has indicated she is satisfied with our response and the actions taken on her behalfIf there are further questions, please contact Customer Relations & Policy at *** Sincerely, CBoyd - 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
Dominion
is committed to customer excellence, and based on our investigation; we fell
short of our
customer’s expectations. On
January 31, 2017, we extended an apology to the customer for their recent
customer experience As requested, our
metering representative met with the customer to inspect the meter and ensure
the customer was being billed for the correct usage on February 1, 2017. We obtained a visual meter reading which was
in line with previous meter readings and performed a calibrated meter
test. The results of this test reflected
the meter was recording well within the accuracy limits of 2% plus or minus
100% as set forth by the *** *** *** ***To
protect our customer’s privacy we furnished a copy of the meter test results to
the customer via email to review.
Our investigation failed to disclose any conditions which
would indicate the meter was not functioning properly and the bills previously
rendered are considered correct
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,
MsKC***
Dominion Customer Relations &
Policy
Revdex.com, Thank you for bringing our customer's concerns to our attentionWe contacted her by email to let her know how to file a claim for possible reimbursementAdditionally, we have asked *** *** to review the issue related to the damage the customer describesOur
local forester will contact the customer to review their findings and further assist in resolution. We will continue to work with our customer until fruition.Sincerely,CB***Customer Relations & Policy
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
According to your website the only way to make a payment without incurring a fee is to use the bank draft optionI cannot physically walk into a location to pay my billI have to go through third parties to pay my accountEven your online Bill Martrix charges a feeI would like some way other than bank draft to pay my bill without incurring the fees involved
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.]
Regards,
*** ***
Dominion Power sent me just the meter readings I am requesting this information for the *** they need to see a address and my name attached to the billAll they sent me was my name on an invoice with meter readings nothing elseI have told them this multiple times exactly what the *** was requested I have to verify I lived at that address during that time I've even asked them to send a letter on a letterhead stating that I had power at that address during that time
Revdex.com, Thank you for forwarding our customers' concernsDominion is in the process of trimming the circuit serving this customerThis project should be completed by early fall of this yearTrimming typically occurs every 3-yearsThis should significantly reduce tree
related outages in this area. Related to the line location of frequent outages, please have the customer contact Customer Relations & Policy a* *** so that we can obtain more details in order to investigate this issue. 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,
*** ***
[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,
*** ***
Better Business Office, We have come to an agreement with the customer that is acceptable to herPlease contact Customer Relations & Policy for further questions. Customer Relations & Policy
December 2, 2016Revdex.com,Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate furtherDominion Customer Relations department made several attempts to reach the customer by telephone and we were not
successfulWe regret the refund check complications and the frustration and inconvenience the customer experienced The inadvertent delay in the check refund was caused by internal operational issues which have been resolvedAs of December 1, 2016, a check refund, as the customer requested, was able to be completed and processedThe customer should receive the check at the preferred mailing address very soonAgain, 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
Revdex.com,As of 12:today 6/23/documents received from the customer were processed to change the customer record to show the current legal nameThis same information has been sent to the *** *** *** *** per their request.If the customer needs further verification of name change he may visit *** and sign in or register to view his new accountHe may also call Customer Relations & Policy at *** ***
*** *** * ***
On 1/3/a request to terminate service was placed via our website to be effective 1/27/17. We attempted to work the service order but was unable to do so due to no access to the electric meter. A new applicant applied for service at which time we were able to obtain a reading and
completed the original request as of 1/27/17. A closing bill has been issued to the customer The held deposit plus simple interest was applied towards the closing bill and a remaining credit balance was transferred to the customer's current account. The credit can remain on the account and apply to future bills or the customer may contact us at 1-866-*** to request a refund check for the credit amount
Revdex.com, We have reviewed the account in question and find that our customer did not contact Dominion to end service at the end of his leaseConsequently, the service continued in his name and the charges remained his responsibilityThe apartment complex carries a revert to
owner agreement which would have gone into effect had our customer called to end service at the end of his lease.As a courtesy, we contacted the apartment complex management today and they agreed to accept charges from the end of the lease through the date our customer called to end service on 12/7/Once the billing adjustment is done to reflect this date our customer will receive an adjusted billIn the meantime, the account has been withdrawn from collections anticipating that our customer will pay the amount due for services through the end of his lease.If our customer has further questions he can contact Customer Relations & Policy at *** for further assistance.Sincerely,CB*** - Customer Relations & Policy
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. The Customer Relations and Policy department was already in communication with this customer prior to this RevDex.com inquiry and will continue to work with this customer to resolve their concerns After notification of this customer’s concerns my department reviewed the customer’s account to ensure billing accuracyWhen customers contact us regarding high bills, we attempt to help explain the usage. However, we are not always able to do so due to a variety of factorsSome of the key factors to consider when comparing electric bills are the number of days in the billing cycle, rates, and the average daily temperature during the time period in question. In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heating My review did not reveal any information that would indicate this account has been billed incorrectlyAll of the readings are actual, not estimatedHowever, to ensure the meter serving this home is recording accurately, Dominion contacted this customer to schedule an on-site meter testThis meter test was completed = passed If 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*** 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 ***, 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, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. Dominion Energy’s Customer Relations and Policy department also received notice of this customer’s concerns via the ***
*** *** *** (***)Our department responded to them alsoBelow is a summary of that responseProvided months of billing and payment historyVerified the meter readings were verified, not estimated Summarized Dominion’s previous steps to investigate this customer’s concerns including: Reviewing billing history and meter readings with customerVerifying readings were actual, not estimatedDiscussed possible causes of increased usage including weather and thermostat settingsAlso discussed with the customer how to perform a breaker test in an attempt to pinpoint the cause of the usageThe customer advised they would attempt a breaker testProvided the results of the most recent meter test = PASSEDThis meter test was completed on 8/20/When customers contact us regarding high bills, we attempt to help explain the usage. However, we are not always able to do so due to a variety of factorsSome of the key factors to consider when comparing electric bills are the number of days in the billing cycle, rates, and the average daily temperature during the time period in question. In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heatingSince Dominion is unable to explain individual customer usage we must rely on the accuracy of the meter to determine the accuracy of the bill. Our tariff, filed with the *** *** ***, 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 correctWe appreciate the opportunity to respond to your concerns and trust that the results of our investigation are satisfactoryIf you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-***-***Sincerely, Daniel G*** Dominion Energy *** Customer Relations & Policy
Revdex.com, Thank you for your inquiry on behalf of our customerWe have taken steps to resolve our customers' concerns and communicated those steps to the customer We trust she will be pleased with the outcome of her account review and agree with the actions taken on her
behalf. Please contact Customer Relations & Policy at *** if you have further questions. Sincerely,
** ***
*** *** * ***
*** *** ***
Revdex.com, Copies of original billing statements are maintained for monthsFinal billing for this service under this customers' name was Feb3, Therefore, copies of statements are not available. However, account records are retained for a maximum of three (3)
years from the current dateThis information has been sent to the customer as of March 2, Information prior to March 2013 is not available. For further questions, contact Customer Relations & Policy at 1-800-938-2118. Sincerely, CB***Customer Relations & Policy
Revdex.com, Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond We regret any misunderstanding between the customer and our associates. Our research revealed a joint account is involved and
this is considered a domestic matter. Domestic matters fall outside the realm of Dominion’s responsibility. Please understand we are unable to reverse the payment transaction initiated by the customer. We strongly encourage the customer to contact their bill pay service to recover the payment 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, MsKC***
*** *** *** * ***
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 would like to know the date this will be reinstated, and I was unaware of this from the beginning.
Regards,
*** ***
Revdex.com, We contacted our customer and reviewed her charges and corresponding usageThe meter used to record her usage transmits at the same time each day so we are able to give her a very good picture, if you will, of how she is using power every day We found usage
during the time period she was out of the country did in fact decreaseThe usage during that time stayed basically the same each day until she returnedThis seems to indicate the meter was and is recording usage properlyHowever, as a courtesy to our customer we have requested a meter test to verify the meter is recording appropriatelyShe will receive a letter detailing the results once completed. In the meantime, we suggested she contact her apartment complex management to request an energy audit on her unit to insure there are no issue that would result in excess power usage. She has indicated she is satisfied with our response and the actions taken on her behalfIf there are further questions, please contact Customer Relations & Policy at *** Sincerely, CBoyd - 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
Dominion
is committed to customer excellence, and based on our investigation; we fell
short of our
customer’s expectations. On
January 31, 2017, we extended an apology to the customer for their recent
customer experience As requested, our
metering representative met with the customer to inspect the meter and ensure
the customer was being billed for the correct usage on February 1, 2017. We obtained a visual meter reading which was
in line with previous meter readings and performed a calibrated meter
test. The results of this test reflected
the meter was recording well within the accuracy limits of 2% plus or minus
100% as set forth by the *** *** *** ***To
protect our customer’s privacy we furnished a copy of the meter test results to
the customer via email to review.
Our investigation failed to disclose any conditions which
would indicate the meter was not functioning properly and the bills previously
rendered are considered correct
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,
MsKC***
Dominion Customer Relations &
Policy
Revdex.com, Thank you for bringing our customer's concerns to our attentionWe contacted her by email to let her know how to file a claim for possible reimbursementAdditionally, we have asked *** *** to review the issue related to the damage the customer describesOur
local forester will contact the customer to review their findings and further assist in resolution. We will continue to work with our customer until fruition.Sincerely,CB***Customer Relations & Policy
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
According to your website the only way to make a payment without incurring a fee is to use the bank draft optionI cannot physically walk into a location to pay my billI have to go through third parties to pay my accountEven your online Bill Martrix charges a feeI would like some way other than bank draft to pay my bill without incurring the fees involved
Regards,
*** ***