Dominion Energy

Dominion Customer Relations10:35 AM 
[redacted] Revdex.com [redacted] [redacted] has three previous cases on file. 10-31-14 ID [redacted]  3-10-15 ID [redacted] and 5-18-15 ID [redacted]. Dominion has set up payment arrangements with the customer. [redacted] has failed to keep the...

agreement. There will be no extension granted. The gas could be shut off at anytime for not paying the $233.29 that was due on 5-11-15. An additional $194.35 is due by 6-8-15. To use a medical certificate,  [redacted] would need to call 1-800-362-7557 to provide Dominion with the doctor’s name, fax number, office number, and patients name. The medical could be faxed to the doctor. The approved medical could be used to maintain service or reconnect service within 21 days of the shut off. Left a message with [redacted] on 5-28-15.  Dominion Customer RelationsAMZ

Called and spoke with Mr. [redacted] regarding the faxes. I asked him what the fax read. It had their old address on it, which might be the reason the faxed information was not notated on the account. We do not service where they previously had electric, which is the address on the...

letter. I advised Mr. [redacted] that he could email me a copy of the letter for review. Mr. [redacted] emailed me a copy of the letter and his security deposit was waived. Mr. [redacted] was very pleased.  Dominion Customer Relations

Customer is responsible to ensure past accounts are closed when they leave a premise.  In light of past good credit, we have waived the required deposit at current location for the present time.  Current amount due is $71.29.

Dominion Customer Relations <[email protected]>Dec 5 to me This message is in regard to a complaint submitted to the Revdex.com about your business on 12/3/2014 8:01:49 AM by [redacted].  This complaint was assigned ID [redacted].This service was turned off in...

another party’s name on 11-24-14 due to credit issues.  On 11-26-14, Ms. [redacted] contacted DEO to request service in her name; at that time the company requested a lease to verify her move in date due to the recent credit action.  She advised the agent she wasn’t living here due to a plumbing issue, although the lease started a few months ago.  On 12-3-14 DEO received a one year lease agreement between the customer and owner effective September 1, 2014.  Based on the legal document received from the customer, DEO billed her for services from 9-1-14 read through 11-24-14 read for a total of $84.42.  There is also 3 months of basic service charges that total $70.74. The company has quoted Ms. [redacted] $155.16 to reconnect the service. If she would like to further dispute the services billed to her during this time frame, and the reconnect amount, she would need to take the issue up with the property owner. Upon receipt of payment the company will schedule to have the services reconnected; there will be a reconnection fee of $33.00 plus applicable taxes billed.On 12-4-14 DEO called Ms. [redacted] to advise of the findings. She paid the required amount of $155.68; a service order was issued for 12-4-14 to reconnect the service. This customer was advised of the all day time slot and that access is required to reconnect the service.   Gas service has been restored. c/k

Revdex.com,Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond.After receiving this inquiry the Customer Relations and Policy department reviewed Dominion Energy’s Policy and Procedures associated with paying...

online and this customer’s account. Currently Dominion Energy will suspend the option to pay online if a customer has two returned items within a twelve month period. The ability to make payments online again will be restored once the date of the oldest returned item has passed and no additional returned items are received. Upon review of this customer’s account, it was determined that the policy has been correctly applied. The block on this account was already in place prior to the most recent returned item(s) that were associated with incorrect banking information.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 any further assistance, feel free to call [redacted].Sincerely,[redacted]

Dominion Customer RelationsJun 21 to me [redacted] Case: [redacted] Once a deposit is paid in full the clock starts counting the next 6 bills to be made on time in full to receive the deposit back.  The “clock” does not start...

with the first payment that’s made. The deposit was paid in full 8/5/2016.  The next 5 bills were paid on time and in full, however, the 6th bill was due 2/19 and was paid 3/1.  This was considered a late payment so the deposit was not refunded.  So now the “clock starts over” counting till 6 payments made on time and in full. However, on 6/20/2016 the customer called and spoke to a Supervisor and the deposit of $92.00 plus interest of $2.22 was refunded back to the customer’s account early as a courtesy because all but one payment had been on time.The total amount of $94.22 paid her current bill of $27.60 and Ms. [redacted] has a credit of $66.62 on her account. I called to speak to Ms. [redacted], however, my call went into voicemail.  I advised her on voicemail that she can call me to discuss any questions she may have and that we have refunded the money back to her account.  I advised we can send her a refund check for $66.62 or we can leave it on the account towards future bills. Thank YouVickie M[redacted]Customer RelationsDominion East Ohio

According to Dominion East Ohio records our technician arrived at the premise to complete the service order at approximately 9:24 AM on 12-1-15; prior to the arrival an automated call ahead was completed. The technician documented that he went to both the front and side door to attempt access....

This customer contacted the company at approximately 9:54 AM and was advised that the next available date to reschedule the service order is 12-3-15 between 12:00 and 4:00 PM.  On 12-2-15 Dominion East Ohio called this customer to advise her of the findings but there was no answer. A message was left on her voicemail regarding the findings. A letter was also issued to the customer requesting that she contact Customer Relations with any further questions. Thank you,Dominion Customer Relations

Dominion East Ohio will review the claim and return findings to the customer.  This process may take up to thirty days to complete.
 
Customer Relations has contacted the customer by telephone and advised of same.
 
Customer Relations
Akron Eastwood

Dominion has made three attempts to turn gas on for Mr. [redacted]. There has been no access on all three appointments. The gas is off and access is needed to the inside meter and apartment to turn gas on. The next appointment is scheduled for 6/17/15 AM.  We understand how difficult it...

may be when you work the same hours as our appointments. We are willing work something out to accommodate Mr. [redacted]. A message was left for Mr. [redacted] to call in so arrangements can be made. On 6/16/15 the gas was turned on in the evening. Mr. [redacted] was satisfied with that resolution. Thank you,Customer Relations

[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]

Revdex.com:
After reviewing the response from Dominion Power I accept this resolution as satisfactory and thank the Revdex.com for their services in helping resolve this matter. Although most of the interaction with Dominion Power was difficult up to this point we are pleased they have agreed to this settlement and were transparent in their lack of documentation on our case. In regards to their statement that we should have received a Welcome Package and monthly summaries concerning the Green Power Program, I can 100% assure you that this never happened...so if this points to a clerical error or technical issue then we understand and don't hold Dominion Power in the wrong since they are correcting the situation with the refund. It just shouldn't take three phone calls, more than an hour on the phone, and a complaint to the Revdex.com to get to someone at Dominion Power that can address our concern. 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]

Revdex.com, We have reviewed the concerns of our customer and find that repair of the lights mentioned was completed as of 2/28/17. If our customer has further concerns or questions related to this repair/replacement of light fixtures he should call Customer Relations...

& Policy at 1-800-938-2118. Sincerely, C. B[redacted]Customer Relations & Policy

DEO mailed a postcard on 06-28-2014 to Mr. [redacted] advising the tenant requested to turn off gas service, in which DEO was asking for access to the meter to end service for the tenant.  The postcard included information stating if there was no response by 07-07-2014 the gas service would be...

transferred into his name going forward.    (See attachment).
No access was provided. 
On 07-11-2014 a “landlord, please give access” letter was mailed to Mr. [redacted] advising that several attempts had been made to read the meter and issue a final bill at 689 E. 160th St., Apt 2, Cleveland, Oh. 44110.  The letter also requested access to the meter to shut off the gas, or read the meter and again advised, if no response, the service would be placed in his name.  If access was not provided DEO would transfer the gas service to the landlord’s name and bill him starting 07-23-2014 forward.  DEO was not contacted by Mr. [redacted].  (See attachment).
Mr. [redacted] is correct in his statement; there is no landlord reversion agreement on file.  However, DEO has sent correspondences stating we could not gain access to turn off service and to contact DEO.   The company attempts to notify the landlord of the property explaining the company needs to gain access to end service for their previous tenants.  DEO will notify both the tenant and the landlord if we cannot gain access the service will be transferred to the landlord. 
Mr. [redacted] did not contact DEO until he started receiving bills in his name for the above property.  The company has advised, the gas service can be ended for him, at this time Mr. [redacted] has not   scheduled a turn off; therefore, the account remains active in his name.
On 08-15-2014 DEO attempted to reach Mr. [redacted] to discuss gas service being placed in his name.  It was explained that DEO would schedule an appointment to end service for him.  Mr. [redacted] advised he is not willing to schedule an appointment.  The customer did offer to leave the doors open to the home, which at that time it was explained DEO will require an adult on the property, and will not enter an unoccupied premise.  A resolution could not be met. /bh

The customer reached out to Revdex.com and stated that the power has been cut off because the bills have not been paid. The customer has been requesting a payment plan but no one from the business has responded. The bill shave increased due to issues with the maintenance of the building the customer lives...

in and not to issues caused by the customer.

From: Dominion Customer Relations <[email protected]>
Date: Thu, Oct 23, 2014 at 9:18 AM
Subject: ID [redacted]
To: [redacted] <[redacted]@cleveland.Revdex.com.org>
In answer to Ms. [redacted], the PRC application does not mean that there were any funds given to Dominion East Ohio toward a gas bill.  DEO has searched through each account that Ms. [redacted] has had with DEO and a payment in the amount of $993.83 has not been received.  The customer will remain responsible for the balance on the account.  DEO suggests if Ms. [redacted] is eligible for the PIPP program to visit a HEAP agency and make application.
 
Customer Relations
Akron Eastwood

Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
This customer’s service was connected in error (early). Their account has been corrected to reflect Dominion’s error. Dominion has been...

in communication with the customer advising them of the same.
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, feel free to call [redacted]
Sincerely,
[redacted]
[redacted]
[redacted]

Dominion Customer Relations2:12 PM to me [redacted]3136 Lost Nation RoadWilloughby, Oh 44094 (440)214-4484 Revdex.com- 11531656 DEO Response6-27-16 According to Dominion East Ohio’s record, this balance is for gas used at 247, E 206th St. from 8-31-2011 thru final date...

3-14-2012. The gas for Ms. [redacted] was turned on at 3136 Lost Nation 8-6-2014. When the gas was turned on the final bill balance was not transferred to her new account number. This debt $821.72 was transferred to Ms. [redacted]’s bill prepared 5-16-2016. This was an oversight on Dominion. However, it was not past the status of limitations for the amount to be transferred to the active account.  Prior to this balance transferring to her new account number, Ms. [redacted] had a balance $474.87 on the bill prepared 4-15-2016. According to notes on account, Ms. [redacted] was offered payment plans options. There has only been one payment in 2016.  That was used to restore service after it was shut off for non- payment. 6-26-16 there is a payment pending for $340. However, she will need an additional payment for $633.95 to have her gas restored or she may use a medical if eligible. 6-27-16 Customer Relations attempted to contact Ms. [redacted] and could not reach her. A message was left to call the hot line number to discuss her complaint.  A please call letter was sent.  Dominion Customer Relations

Revdex.com, Thank you for bringing this customer’s deposit concerns to our attention. We appreciate the opportunity to research and respond as necessary. We certainly regret any misunderstanding between our customer and our Customer Care associates. As a regulated utility, Dominion is...

governed by the [redacted]). In compliance with our Terms and Conditions, on file with the [redacted], we may secure accounts with deposits as a means of preventing losses. Effective March 7, 2014, Dominion discontinued the use of the [redacted]) score to waive deposits. A deposit is required for all new customers without previous satisfactory payment history with us within the last 12 months. Once the deposit is paid in full, it is held until our customer has maintained the account on a current basis for one year. Our records indicate a deposit of $214 was requested when the customer’s account was established in February 2014 and billed in four installments; three at $54 and the final installment at $52. We received the last $52 installment payment on 06/25/14. Accounts are reviewed one year from the date the last deposit installment was paid in full. If the credit history is satisfactory, the deposit will be applied to the account on the following month’s bill. The customer may request a refund check after the deposit/interest is applied to the account. 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]. Sincerely, Ms. [redacted] Dominion Customer Relations

Revdex.com,
 
Thank you for bringing our customer’s concerns to our attention.  We appreciate the opportunity to research and respond.
 
We certainly understand no one wants to pay for more electricity than they feel they have used. Per the customer’s request,...

we sent a representative to the service address on January 28, to inspect the meter and ensure the customer was billed for the correct usage.  Our research revealed the original meter installed at the home was also 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.  Our representative obtained a “visual” meter dial reading of 91007, which was in line with previous meter readings.  A time-run meter test was performed on 03/03/15.  The meter was found to be recording 101.1% on the light load and 98.9% on the full load.  The results of this test reflected that the meter was recording within the accuracy limits of 2% plus or minus of 100% as set for by the Virginia State Corporation Commission.   
 
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.  For our customer’s review, shown below is electric consumption (use per day) from 11/25/14 to 01/28/15.  As you can see the consumption significantly increased between 12/15/14 and 01/16/15 and then decreased. 
 
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 [redacted].
 
Sincerely,
 
Ms. ** [redacted]Dominion Customer Relations
                                        ...⇄
                                        ...⇄ RDG   DATE     MAX   MIN 
  DATE      TIME    READING                          SRC  POSTED    TEMP  TEMP   Use per day
01/29/15  14:07:08       40                           U  01/30/15    42    22 
 
Meter exchange 01/28/15
01/28/15  09:03:21    91007                           U  01/28/15    44    25     38
01/27/15  09:49:59    90969                           U  01/27/15    39    30     45
01/23/15  15:16:21    90788                           U  01/23/15    42    33     54
01/22/15  12:34:33    90734                           U  01/22/15    51    26     45
01/21/15  14:59:44    90689                           U  01/21/15    43    27     32
01/20/15  17:25:46    90657                           U  01/21/15    60    31     53
01/16/15  12:41:54    90445                           V  01/16/15    53    27    115 
01/13/15  12:42:26    90099                           U  01/13/15    42    30    180
01/08/15  13:32:48    89196                           V  01/09/15    26    12    149
01/06/15  14:27:53    88898                           U  01/06/15    44    28    121
12/05/14  15:27:26    85006                           U  12/08/14    48    40     32
12/04/14  13:37:03    84974                           U  12/05/14    50    37     38
12/03/14  14:40:10    84936                           U  12/04/14    59    40     44
12/02/14  08:29:28    84892                           V  12/02/14    49    39     42
11/26/14  10:04:51    84642                           U  11/26/14    50    37     31
11/25/14  11:13:31    84611                           U  11/25/14    68    50

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]