Dominion Energy

Hello, Mrs.  [redacted] contacted our office on 7/22/2015 and filed a complaint stating on 7/16/15 we replaced gas lines and she found on 7/20/2015 that their freezer was unplugged and they lost frozen meat and other miscellaneous frozen items.     On 7/25/2015  a letter...

was issued  to customer with subject: Claims Acknowledgement.  Our claims department reviewed and gave claim request to [redacted] whom is contractor that performed gas line work.  We verbally advised the customer to contact the contractor [redacted] Construction at [redacted].  We advised the customer that the complaint is with contractor and not Dominion East Ohio and that the  complaint  was forwarded to [redacted] .  Upon this  current consumer complaint, I verified information from contactor [redacted] that on 10/20/2015 [redacted] who advised the customer that they would not reconsider their claim that was filed in July. Customer advised to contact [redacted] Construction [redacted] for any questions.  The claim is not with Dominion East Ohio. Thank YouDominion East Ohio

Ms. [redacted] started service at [redacted] on 11-7-2013 , she made the first payment on the account 06-03-2014 by check in the amount of $494.54. Dominion was notified 06-13-2014 that the check was returned as NSF. Ms. [redacted] paid $175 toward the NSF check on 06-27-2014 . Dominion...

requires the NSF check be paid in full within 6 days of the notification that is mailed to the customer. The disputed amount of $993.83 was from a final bill at Ms. [redacted]'s previous address.  Dominion received a payment of $955.00 which posted to the previous final account in Ms. [redacted]s name. Dominion moved that payment to Ms. [redacted]'s final account at [redacted]. on 07-15-2014. Ms. [redacted] is required to pay the remaining NSF check amount of $332.39 in full plus the remaining balance of $1191.99 or a total payment of $1524.38 to restore service at [redacted]. 
Customer Relations
Akron Eastwood

Dominion is holding 9 NSF payments which resulted in a non-payment situation totally $2,514.70, these payments need to be paid before customer can utilize any PUCO approved payment plans.
 
The PUCO reviewed and closed CASE ID: [redacted] regarding NSF, Medical Certificates...

and Payment Plans for [redacted].  NSF payments need to be paid.

This complaint was assigned ID [redacted].
Mr. [redacted] called on August 29, 2014 to begin gas service in his name. An appointment was scheduled for September 4, 2014 between the hours of 8 am and 12 noon. A technician arrived at the premise at 9:34 am and left at 9:45...

am after not being able to gain access to the property. Mr. [redacted] called Dominion to reschedule his appointment and the first available date was September 9, 2014. Mr. [redacted] requested an earlier appointment and was advised that Dominion was not able to send a technician out sooner. After reviewing the schedule of appointments, Dominion was able to send a technician back to the premise on September 4, 2014 to restore the service at 7:12 pm. Mr. [redacted] was available to provide access at that time and gas service was restored.  Mr. [redacted] has no further concerns. /mr2

Thank you for bringing our customers concern to our attention. We have spoken with the customer and initiated a suitable payment plan to pay down the balance. Customer agreed to the terms and thanked us for our assistance.  Mr. B[redacted]Customer Relations & Policy

September 30, 2014
Revdex.com,
Thank you for bringing this customer's concern to our attention.  We appreciate the opportunity to research and investigate further.
Dominion made telepphone contact to the customer on September 22, 2014, and discussed the high bill...

concern.  On September 24, our representative conducted a field meter test for the customer. Unfortunately, the meter's Encoder Receiver Transmitter (ERT) malfunctioned; however, the meter itself passed its time-run meter test. Subsequently, because of a mismatch meter reading between the ERT and dial meter readings, the Company has made the appropriate adjustment for the customer and exchanged the customer's meter with a digital meter. The customer is satisfied with the Company's resolution. 
Again, thank you for allowing us the opportunity to address the 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,
Thank you for bringing this customer’s
concerns to our attention. We appreciate the opportunity to research and
respond.
Our research revealed we have an active Owner’s Agreement on
file with [redacted] for five different...

service
addresses.  Every time an individual service
address is transferred from one applicant to another, a closing bill is
rendered and a new account number is initiated. 
Hence, there is no designated “master” account number. 
According to our records, the owner requested to turn on the
electric service at [redacted] on June 30, 2015.  Subsequently, on August 31, 2015, the owner
requested to turn on the electric service at [redacted].  We mailed the final bill for the electric
service account at [redacted] to the service address, the only
address available to us on August 17, 2015. 
On October 2, 2015, after several months in which payment was not
received, our only recourse to prevent further collection action was to
transfer the unpaid balance ([redacted]) to another active account
([redacted]) with the same Federal Tax Identification Number (FTIN).
We confirmed the FTIN for both electric
accounts belong to [redacted] our customer of record.
We strongly encourage the customer to update the agreement
to include all service locations and alternate mailing addresses impacted. The agreement we have on file protects the
property owner/agent from any missed correspondence.  Based on our policy no
billing adjustments are warranted, at this time.
We regret any inconvenience and
frustration this matter may have caused.
Again, thank you for allowing us the
opportunity to address this customer’s concerns. If you have any additional
questions, or if we can be of further assistance, 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.
Mrs c[redacted] called me on the 19th at 11am she told me she would take the disconnection of for that day and that it would go back on the next day and what I understood was it needed to be paid by 5pm I told mrs c[redacted] I would contact social service energy assistance worker to get energy assistance expedited and once I spoke to here I would let her know the plan I called the worked numerous times left several voicemail's and didnt get  get a response so being that I knew the only way to keep the energy was to have the $877 paid in 24 hours and I had it paid in less then 24 hours I didnt call mrs c[redacted] back because it was me who said I would call once I spoke to worker so why would I call her back to say I didnt get an answer no I went on a found the money any means necessary I would have never agreed with she to have it 877.00 paid in 6 hours witch it would have been if her expectation was for it by paid by 5pm the same day we spoke that was impossible seems how she knew I had 0 dollars and a severely sick child on machines to live knowing I have been out of work and have 0 dollars why would you take my only money and not honor what we agreed on and now I cant even provide a hotel over my child head with electricity for these machines I am going to be contacting channel 10 today because this is crazy and my only result is to check my child into a hospital yo ensure she has electricity is totally curl 
Regards,
[redacted]

[redacted] [redacted]
Dominion East Ohio contacted Ms. [redacted] and advised that a payment of $387.56 is needed to re-connect the gas service at [redacted] Avenue. Ms. [redacted] is to pay the $387.56 in full on 10/16/14 with cash at an authorized payment center location. This...

payment will clear the NSF item on the account and bring her balance current. 
Dominion East Ohio performed an analysis on the account for Ms. [redacted] and discovered that the Budget Plan may be more beneficial to the customer. Ms. [redacted] has decided to drop the PIPP plan, which was $185.00 payment per month, and set up the Budget Plan for $75.00 per month starting with the next bill cycle once service is restored. Ms. [redacted] was advised that the Budget Plan is reviewed periodically by DEO. 
Customer Relations
Akron Eastwood

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Since dealing with this situation I have received the same response from countless customer support representatives and customer account management representatives and I have told every single one of them the same thing, that the explanation provided to me is completely understandable. However, what Dominion Power fails to realize is this is an issue of what is RIGHT and WRONG. A representative of Dominion Power, someone working on behalf of the company, told me that I would not be charged for service during the time of the faulty meter. There are three things wrong with this; (1) Dominion Power tried to resolve an issue before knowing the real reason for the faulty meter. Dominion Power never should have told me that I would not be charged for service until they fully understood the extent of why my meter or meter components were not properly working, (2) Dominion Power never should have told me "YES" when I asked the question, "So I basically have free power until this issue is fixed?" Listen to the first phone conversation that I had with Dominion Power when I was made aware of this problem, and lastly (3) Dominion Power should not have waited almost three months to fix a known issue. All of this could have been fixed early on and this issue would not be an issue right now.Now onto the ethics issue I have with all of this. Dominion Power constantly says in all of their commercials that they are all about community help. If that is true, why did Dominion Power lie to one of their customers. If someone doing business for a company and directly representing that company tells you something, it is taken by the customer in GOOD FAITH that what the representative told them is true. I was mislead. This is why this issue is a matter of what is RIGHT and WRONG. It is wrong for a business representative to say one thing and then the company to do another. It is RIGHT for the company to fix the problem that one of their employees made by keeping true to their word. $729 is a very small piece of change for a company that runs a monopoly on power is the state of Virginia. $729 is a HUGE amount of money to an active duty military member living in the state of Virginia. Its not like I can just change electric companies. But now, because a Dominion Power employee mislead me I am out of a very large sum of my income. Its not ethical. Dominion Power needs to make right on this and keep their word to their customers.
Regards,
[redacted]

Dominion Customer Relations11:41 AM [redacted] ID[redacted]Customer: [redacted]Address:  [redacted] **  [redacted] paid the $175.00 payment to utilize the Winter Reconnect Offer available for DEO customers during the winter heating season on 3/11/15 to avoid her service from being interrupted.  DEO set up a current plus payment plan once the $175.00 payment was received on her remaining balance, and that payment arrangement has not been kept in compliance.  Prior to the $175.00 payment, that last payment that [redacted] applied to her gas account was on 8/29/14.  Before DEO can discuss any other type of payment plan options, [redacted] must bring her current plan into compliance.  There is an immediate disconnect balance of $233.29, and service can be disconnected at any time for this minimum past due amount.  [redacted] also has an additional past due balance of $194.35 due by 6/8/15 to prevent a further disconnection of service.  Therefore, the total past due balance of $427.64 is due to avoid an interruption of service. DEO would be happy to discuss other payment plan options that are available for the remaining account balance once $427.64 has been paid in full by 6/8/15. The total account balance at this time is $938.85. If [redacted] meets the income guidelines, she may qualify for the PIPP Plus program set up through the state of Ohio.  She can contact the ODSA to enroll in the PIPP Plus program at (800) 282-0880. Dominion Customer RelationsAMZ

[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]

[redacted] is currently set up on a payment plan on the account at [redacted] in Cleveland.  Dominion East Ohio has attempted several times via email and phone to contact Ms. [redacted] to discuss alternate payment arrangement options, but has not received follow up from Ms. [redacted]. Ms. [redacted] must contact Dominion East Ohio Customer Relations to discuss all plan options at (888) 263-8989 Monday through Friday 8 am to 5 pm.

Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
 
We regret the misunderstanding between our customer and our Customer Care associates.  We attempted to reach the...

customer by telephone to no avail. 
Our research revealed the new turn on service order for October 31st was systematically placed on hold in error.  As a result, we released this service order from hold.  We verified the two outstanding balances for the previous service locations in question are accurate for our customer of record.  In accordance with the customer’s request, we furnished copies of the closing bills for the electric accounts via email.  The customer was advised of the required action to proceed with the new service request.
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
 
[redacted]
[redacted]
Dominion Customer Relations & Policy Specialist II

Revdex.com, We contacted our customer regarding her concerns. Our records of billing and payment amounts do not match the information the customer gave in this complaint so we requested she fax the billings she received for verification. The documentation provided by the customer is...

not representative of the original billing statement sent. As of this time, we maintain that the statements sent to the customer are correct as well as the current amount due. Please see the breakdown of charges and payment below. This information is available to the customer at [redacted] Billing and Payment Statement Meter Read Date Bill Amount Due Date Late Payment Payment Amount Payment Date ADJ. Total Amount Due 06/29/2016 $29.68 07/26/2016 $0.79 $0.00 $0.00 $123.91 06/01/2016 $68.03 06/24/2016 $0.36 $0.00 $0.00 $93.44 05/17/2016 $0.00 $0.00 -$60.00 05/17/2016 $0.00 $25.05 05/02/2016 $85.05 05/26/2016 $0.00 $0.00 $0.00 $85.05 04/12/2016 $0.00 $0.00 -$54.00 04/12/2016 $0.00 $0.00 04/05/2016 $54.00 $0.00 $0.00 $0.00 $54.00 Totals $221.76 $1.15 -$114.00  The customer has been advised the amount to reconnect services is $93.44 and can call Customer Relations & Policy at [redacted] if she has further questions. Sincerely, C. B[redacted]Customer Relations & Policy

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.  **As previously stated in my complaint, there is no winning in this situation. The business has the upper hand. After reviewing complaint after complaint on multiple sites, it all comes down to the fact that you either play by their rules, or freeze. No wonder this company has a 1 out of 5 star average on consumer affairs. Had their technician actually even bothered to knock on the door, I was at home deciding to pay my electric or gas bill first. Guess I picked wrong company. First energy actually knocks to inform of an impending disconnection, and gives you a chance. They don't sneak out and yank your service so they can make a quick buck with reconnection fees.**
Regards,
[redacted]

Dominion Customer Relations4:16 PM to me ID10703730  On 7/8/15, DEO reviewed a call from 2/7/14 where [redacted] was calling regarding a payment made on an ex-boyfriend's account.  At that time, the DEO representative informed Ms. [redacted] that she had an outstanding...

balance with the company from the service address of [redacted] Street in Cleveland, Ohio.  [redacted] stated she would like to place the balance on a payment plan, so that she could begin service at her new address. The representative advised Ms. [redacted] of the dates of service, which was from 4/3/08 to 5/3/11.  [redacted] advised the representative that she did not live at the [redacted] Street address that long and that the dates were incorrect.  DEO contacted [redacted] to advise the call had been reviewed.  Ms. [redacted] stated she never lived at [redacted] Street in Cleveland, and that she was getting it confused with the [redacted], Cleveland address.  She stated she is still proceeding with the ID Theft investigation. DEO has advised [redacted] that she will need to submit a photo ID, copy of her Social Security card, proof of residency during the time of the disputed usage (4/3/08 – 5/3/11), an affidavit and reference number from the Federal Trade Commission and a signed police report.  Ms. [redacted] can contact the Federal Trade Commission (FTC) at (877) 438-4338 to request the affidavit to be mailed out. Ms. [redacted] will need to fax all requested documentation to our ID Theft Department at (855) 241-0376 to begin the ID Theft investigation process.

[redacted] (Energy - 5) <[redacted]@dom.com>12:17 PM to me Dominion East Ohio Customer Relations has contacted Mr. [redacted] and his service will be reconnected on Friday, February 13.  The appointment is an evening appointment between 4pm and 8 pm.  DEO will...

attempt to work the order after 5:30 at Mr. [redacted]’s request although this cannot be guaranteed.  Due to the service having been off since 6/11/14, the reconnection is scheduled into the minutes as a next available date.  Customer RelationsAkron Eastwood

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In the response, the business didn't even properly spell my name correctly. I spoke with representative T[redacted] this week and will contact her if I have further questions. We agreed that my reconnect fee will be waived, and she may be able to resolve the issue further after reviewing recorded phone calls, including those in which I was promised someone would visit to connect my service on the same day of my payment.The business is correct in stating that I did not contact them for 7 months, during which time I was using the gas, which I understand is necessary to pay for! My problem wasn't in paying it, but in paying the entire amount up-front simply because I hadn't called before. As a full-time college student and young professional, forgive me if I don't have time to notice that my gas company made a mistake and hadn't been billing me. No notice was made at the service address, either.I also don't believe that the answer of, "The company [being the investment company that has nothing to deal with my rental services or personal assets] must have given us the wrong address..."  answers why this mistake was being made in the first place. Further question sto pose: why didn't the investment company notice they were being billed or not receiving gas services? Who are these people that took the gas out of my name? Nothing about this situation is right.There's more to this than just waiving a reconnect fee, and I am making such an effort here so that this doesn't happen to another customer in the future.I am happy to finally get a contact number of someone local who handles these kind of customer service issues rather than being transferred through a phone center in Texas with individuals that couldn't help me at all, so that's a bit of a relief, but I am quite frankly still a little lost as to how the business let this happen in the first place.
Regards,
[redacted]

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. 
Regards,
[redacted]