Dominion Energy

Dominion Customer Relations <[email protected]>Jan 29 to me ID [redacted]DEO was able to locate the POA paperwork that Ms. [redacted] sent in.  The family member’s account was updated accordingly.  DEO contacted Ms. [redacted] and a message was left to...

discuss the account. No return phone call was received.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that dominion claimed that they will credit my account for the overcharge (due to their inaccurate reading), and it will be reflected on my next statement. I have yet to see that statement. I will contact Revdex.com if the credited amount is not commensurate with the correct reading established.
Regards,
[redacted]

[redacted]Apr 24 [redacted]  The account that was set up in error has been corrected.The Collection Agency has been notified of the error.It may take up to 30 days for the results to show at the Collection Agency.An e-mail has been sent to...

the customer advising of all.  Customer Relations[redacted]

Customer Information:
[redacted] **  [redacted]
 
 
The Basic Service Charge is a PUCO-approved charge for all DEO customers for a billing period or portion of a billing period.  DEO does not prorate the BSC, nor will we waive...

it.
 
Regardless of the amount of gas used, the Basic Service Charge is billed on each statement generated, whether it is for a month or any portion of a month, as long as the meter remains open and the account is active or on a final bill. As a one-time courtesy, the Basic Monthly Charge for the 2-day billing period was removed in this instance only. This is not the normal procedure and is not a change in the approved charge.
 
9/10/14 DEO called to discuss the findings with Ms. [redacted]. Left a voice message.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I want to thank [redacted] for being the first person that I spoke with in the past 10 months that took the time to understand what my concern really was and why I was frustrated.  This could have been resolved with the first phone call last year by simply providing the information that was provided in the response.
If Dominion had more people like [redacted] trained to address customers concerns on the front end, all of this could have been avoided.  However, I again want to reiterate that even though it took so long to get resolved, I appreciate the work that she did.
Regards,
[redacted]

Ms. [redacted] had 3 meters at [redacted]. The DOWN meter she had service from 4/1/09 to 8/18/10. That bill was $366.38. The 2ND Floor meter she had service from 3/26/08 to 8/18/10. That bill was $519.13. The 3RD Floor meter she had service from 12/23/08 to 8/18/10. That bill was...

$613.02. The service was disconnected on 8/18/10 and that is why all of the final bill dates are 8/18/10. Ms. [redacted] states she faxed over a request to end service on 7/20/2010. Her mother states she has proof that Ms. [redacted] faxed over the request. I advised [redacted], that even if [redacted] would have faxed a request in, she would have been advised to call Dominion to schedule a turn off as we do not schedule service orders via fax.  Also, another reason we would have had the customer call and speak to us, the meter is on the inside of the building and the customer would have had to be there to let us into the meters to end the service. [redacted] had a landlord reversion on her account also.  This means when a tenant calls to turn off the service, the service is not disconnected but the gas is flipped back into the owners name and then the owner becomes responsible for the bill.  [redacted] had to fill out paper work for a landlord reversion in order to have this process on the address.In turn, to cancel a landlord reversion, the customer, same as filling out paperwork to sign up for a landlord reversion, must write a letter stating to DEO to cancel the landlord reversion of which we never received from [redacted].DEO does not know when customers sell houses and the landlord reversion will stay on an account.  This is the responsibility of the customer to notify us. The 2ND Floor meter billed in her name via landlord reversion from 9/9/13 to 10/28/13 with a bill of $100.61 and again from 6/1/15 to 6/18/15 with a bill balance of $31.11. The 3RD Floor meter billed in her name via landlord reversion also from 12/20/12 to 4/30/13 with a bill balance of $224.16 and is currently being billed in her name since 1/2/15. I tried to call the landlord of the property –owner since 8/12/10- [redacted], several times. I have left several voice mail messages. I have now deleted the landlord reversion information for [redacted], and updated it the landlord information with Mr. [redacted]'s name. I sent a letter today 11/12/2015 advising Mr. [redacted] that if we do not gain access to the 3RD Floor meter, we will place that service into his name. Once I speak to Mr. [redacted], I will proceed with discussing the bills from 8/18/10 to current to see if he will accept responsibility for the usage. While reviewing the [redacted] address for Ms. [redacted], DEO found that she also had service at [redacted] #D and [redacted] units U and 3RD Floor. [redacted] #D from 3/31/09 to 7/21/10 has a balance of $296.10. [redacted] #U from 9/2/14 to 10/1/14 has a balance of $51.39. [redacted] 3RD Floor has a balance of $397.40. There was a Landlord Reversion on this property as well and on 11/9/15, [redacted] #D reverted back into [redacted]'s name. The current owner of that property, [redacted], has been contacted as well and DEO is waiting on his return call. Once he calls, we will discuss access to turn off the gas at [redacted] #D. Thank YouDominion East Ohio

Response was provided on 7/09/14
 
Subject: ID [redacted] 
Dominion East Ohio replaced the main lines in the street at this premise. The houseline is not touched during this process. Upon reconnecting the service, DEO discovered houseline leaks which are the property owners...

responsibility to repair and service line leaks. The service line is DEO responsibility. DEO cannot install a new service line until the houselines are repaired. 
A telephone message has been left with the customer to advise DEO if the houseline repairs have been completed. Once this is done, DEO will install a new service line and reconnect the gas service. 
 
Customer Relations
Akron Eastwood

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
There are some points of inaccuracy but all I care about is the resolution. 
Regards,
[redacted]

The gas service was transferred to [redacted]s name at [redacted] Street on 6/2/15.  The gas was on at that property so the gas was able to be transferred along with the outstanding debt of $ 469.55 from a previous address. Ms. [redacted] was advised of the debt at the time of the transfer and...

understood it would become due on the first bill.On 7/7/15 Ms. [redacted] contacted Dominion and was advised again of the debt $469.56. The first bill went out on 7/8/15 with the debt with a shut off notice due 7/27/15.On 7/28/15 Ms [redacted] spoke with an agent that quoted a PIPP amount due of $30 to keep gas on as long as the customer went to her appointment   to re-verify her income for pip on 8/10/15. The customer paid $30 on 8/12/15 however did not go to her appointment on 8/10/15.The gas was shut off on 8/20/15 for non- payment.Ms. [redacted] was contacted on 8/21/15. An offer to turn the gas back on the same day was made since she paid what was quoted. Ms [redacted] was not sure she wanted the gas back on in her name. Ms. [redacted] stated is she wanted the gas back on in her name she would call me.  A payment of $ 104.22 which is now the PIPP amount due would need to be paid before 8/28/15. Ms [redacted] would need to keep her appointment next week to re-verify her income for PIPP.As of 8/24/15 Ms. [redacted] has not contacted me.  Dominion Customer Relations

Thank you for the follow up information from our customer.  Please see the breakdown below for further clarification of the charge in question.     - December 31, 2014 - 3 month payment plan initiated by customer to pay down balance of $760.50     - Down payment received which resulted in a credit balance on the payment plan portion of the bill.     - January 6, 2015 - First monthly statement on payment plan reflected the credit balance forward and sent a bill for $0.00 due that month.     - February 4, 2015 - Second monthly statement sent for $215.75 due by February 26, 2015.     - March 5, 2015 - No payment received for February statement which resulted in the payment plan breaking.  The balance forward of $342.25 included the third installment amount of $126.50 from the payment plan set up on Dec 31, 2014 which is the reason the balance forward vs. the prior amount due of $215.75 is $126.50 greater. Our customer can view their bills on line at [redacted] using the Manage Your Account portal for further clarification.  Should the customer have further questions please contact our Customer Care Center at 1-866-366-4357 or Customer Relations at 1-800-938-2118.  Sincerely,Dominion Customer Relations

Revdex.com,Thank you for reporting our customers' concerns. Each of his points is addressed below.
 
·          The customer was indeed on the Budget Billing Plan but did not fulfill the payment requirements to remain on the...

plan. When a customer is removed from the plan the total balance of the account becomes due.
·          The customer was disconnected 21 days after notice of disconnection was sent.
·          The customers’ account was finalized 14 calendar days/10 business days from the date of disconnection.
·          When a previously finalized customer applies to reconnect service the full balance of the finalized account is due as well an 1/3 installment of the appropriate security deposit
Dominion policies and procedures were followed related to this customers' account.
[redacted] – Customer Relations & Policy

Upon review of the account, Dominion East Ohio has offered the customer a payment plan.  The budget plus plan has been accepted by Mr. [redacted].  Mr. [redacted] has also been advised of the HEAP and PIPP programs that he may be eligible for. 
 
 
Customer Relations
Akron...

Eastwood

April 16, 2015 Revdex.com, Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond. Dominion understands no one wants to pay more for electricity than they feel they have used. We reviewed our records and were unable to find...

any evidence to support any customer contact since October 10, 2014. Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer’s usage. On April 14, we made telephone contact and spoke to the customer. We communicated if a meter malfunctions; it usually stops recording electric use, which would cause a significant decrease in the electric usage and bill amount. Our research revealed the meter installed at the customer’s home is equipped with an Encoder Receiver Transmitter (ERT). The ERT allows Dominion to read our meter remotely while driving through an area in a specially-equipped van. Outside of our monthly cycle readings we were able to obtain “off cycle” meter readings. For our customer’s review, we have provided the “off-cycle” readings obtained during the March 2015 bill cycle which may help the customer determine when the electricity was used. This February was the fourth coldest on record, with average temperatures about 10 degrees colder than last February. We reviewed the electric consumption from 02/05/15 to 03/10/15 (total 4533 kWh) compared to 02/05/14 to 03/06/14 (total 4068 kWh) for the previous year, and the usage was in line. The extremely cold temperatures reported during the time period in question may attribute to an increased amount of electricity used for heating. Our investigation failed to disclose any conditions which would indicate the bills previously rendered were incorrect and no billing adjustments are warranted. We realize this is not the desired outcome; however, we trust our customer will understand our position. Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, please call us at 1-800-938-2118. Sincerely, [redacted] Dominion Customer Relations OFF CYCLE METER READINGS                          Max   Min Date     Reading Temp Temp [redacted]     **     **
[redacted]     **     **
[redacted]     **     **
[redacted]     **     **
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Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
iF YOU CHECK YOUR RECORDS THE LIGHT DID NOT GET REPAIRED UNTIL 03/02/2017

This is in regards to the address [redacted] Blvd. Cleveland Heights, Ohio. Ms. [redacted] owned this property from 11/22/1978-7/1/1988. Per the county Auditor’s web site. There was a landlord reversion on the property, when this property was sold, Ms. [redacted] did not notify DEO on how to...

cancel the reversion so it remained on the property.  So, when a tenant moved out the service would revert back into Ms. [redacted]’s name for a short period of time causing charges to occur.  On 1/12/2015, the previous tenant called to take service out of their name. This caused the service to revert back into Ms. [redacted]’s name. Dominion contacted the current owner [redacted] Properties and they have agreed to take responsibility from 1/12/2015-1/28/2015. Reviewing the history at [redacted], there was a time frame from 9/30/03-5/11/05and 8/14/06-10/11/06 this would have been past the statute of limitations. Charges from 3/9/2010-7/6/2010 have been removed as a courtesy. Also, these charges have been recalled from the collection agency. DEO has sent a zero balance letter for this property at  [redacted] Blvd. Ms. [redacted] has no obligation to this property and the Landlord Reversion has been removed from the property. DEO has contacted Ms. [redacted] regarding this concern via phone left message. Will also send a contact letter. Ms [redacted] can contact DEO Customer Relations Department at (888)263-8989 Monday through Friday from 8 am to 5 pm.  Dominion Customer Relations

Dominion East Ohio has issued a priority rush to complete the restoration for this customer; Crews will be there next week. Dominion East Ohio contacted the customer to advise him of the findings.   Thank you,Dominion Customer Relations

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 am not satsfied with this response.  Mr. W[redacted] has contacted me twice and left voicemails twice.  I work at 7AM and typically work overtime.  When I get off which is generally after 6pm, the office is closed.  He left a voicemail stating he wanted to go over there policies.  The policies of Bill Matrix which is the website they use to make card payments.  When the payment link is clicked on through the Virginia Dominon Power website, their system sends you to Bill Matrix to make the payment.  Virginia Dominion Power should have on their site to say you can only make three payments in one day.  My wife normally handles the billing and payments that's why she was an authorized user.  She removed herself the day of the call after speaking to a supervisor.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

After examining the account and information that had been provided to DEO by the customer, all charges have been removed from account.  The customer has been notified of same. Customer RelationsAkron Eastwood

Dominion Customer RelationsMar 18to me Hello, Below are the findings regarding ID [redacted]. According to Dominion East Ohio records the company made several attempts to reach this customer by phone. Several letters were also mailed requesting that he contact the company to schedule an...

appointment so that a DOT inspection can be completed. The DOT inspection is a requirement of the Minimum Federal Safety Standards. A leakage survey must be conducted at least once every 3 calendar years at intervals not exceeding 39 months.  On 3-16-16 the company left a message for Mr. [redacted] to contact Customer Relations.On 3-18-16 Mr. [redacted] contacted the company and scheduled the appointment so that the inspection can be completed.  The company advised Mr. [redacted] of the need to provide access to the meter and apologized for any inconvenience that he may have experienced in his attempt to speak with the company and schedule the service order. Thank you,Dominion Customer Relations