Dominion Energy

Dear Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.In my telephone contact to the customer today, March 3, 2015, we discovered a new tenant is responsible for the electric usage during the...

time period in question.  We backdated the turn-on service order for the tenant to Friday, February 6, 2015.  A billing adjustment was processed and both customers will receive a corrected bill very soon.  The customer is satisfied with Dominion’s resolution. 
 
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,
 
Ms. [redacted]Dominion Customer Relations

Business responded to complaint.  
Ms. [redacted] called to apply for gas service on 10/20/2014 . DEO requested that Ms. [redacted] send in her lease agreement and two forms of identification because there had been multiple requests to turn on the gas service at this address. DEO reviewed...

the lease that started on 9/26/2014 and approved the request to start service. 
The turn on appointment was scheduled for 10/31/2014 from 8AM- 12PM. The representative placed an automated phone call at 9:41AM to advise the customer that DEO was in route to the home. The representative arrived at the property at 10:09AM and placed a second automated call to alert the customer. The representative waited ten minutes and was unable to gain access to the apartment. 
DEO has made every effort to gain access to turn on the gas service at this unit and the appointment was rescheduled for 11/6/2014 from 8AM- 12PM. This is the second time that DEO has tried to turn the gas service on for this family. The first appointment was made for 9/26/2014 from 12PM- 4PM. DEO was able to get inside, but no one was home at the apartment in order to light the gas range. A card was left to reschedule at that time. 
DEO has contacted Ms. [redacted] and agreed to turn on the gas on 11/4/2014. The order will be an all day appointment from 8AM- Midnight in order to get the gas service on as quickly as possible. Customer was satisfied with this resolution. 
 
Customer Relations
Akron 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.
I would like to provide the Revdex.com, with the dates I have been calling and the User ID I was given from an employee of Dominion who said I was being avoided. If this would help my dispute. I have also called about my name being spelled wrong on my account as well, since I had filed a stolen identity claim last year. This also has not been fixed or resolved. I am also not receiving the letters or mail they "claim" they are sending. I am becoming very frustrated that they can not even find the phone records where the manager tells me I am being avoided, just like they cant find my cancellation of the gas shut off call as well. I believe that call also backs up my claim/proof of them not searching for my previous calls. I believe this is resulting in poor customer service and really should have more respect for their customers. I had previously provided Dominion with the call dates and who I spoke with when I initially filed my complaint with them and they where then not able to find my call. I think that providing them with my last calls info would again prove useless due to their poor record keeping. I truly feel like I am being discriminated against, that they are not making efforts to find my phone calls and believe I should just being paying bills that are not mine! 
Regards,
[redacted]

Dominion East Ohio had a scheduled appointment with Mr. [redacted] to inspect the inside service line at his property.  The appointment was on 3/21/15.  The appointment time was a four hour window between 8:00 am and 12:00 noon.  The service technician arrived at approximately 11:15 am...

and could not gain access to the home.  A new service order has been scheduled for Mr. [redacted] for 3/28/15 between 8:00 am and 12:00 noon.  A courtesy call ahead will be placed to the customer.  The courtesy call ahead is not guaranteed time for the customer to arrive at the premise but to advise that we are on our way.  An attempt has been made to contact Mr. [redacted].  DEO has placed a $25.00 courtesy credit on the account. Customer RelationsAkron Eastwood

Dominion Customer Relations11:36 AM [redacted]   [redacted]Case ID [redacted] 6/8/15 [redacted] initiated the transaction after 4 pm on 6/5, meaning the processing for a Pay Now would be pushed to the next business day (Monday 6/8)...

and a the earliest you could schedule a Pay On would be for the second business day (Tuesday 6/9). [redacted] could have changed from Pay On to Pay Now. DEO called [redacted] and he stated he made his payment on Friday and wanted to make sure he would not receive any late payment fees. DEO advised [redacted] that he would not be charged any late payment fees.

Dominion Customer Relations2:23 PM (18 hours ago)to me Hello, Below are the findings regarding Revdex.com ID [redacted] The statement which was prepared on 8-18-16 advised this customer that the past due amount of $355.80 was due immediately and that the service could be turned off at any time...

due to nonpayment; the statement reflected a total account balance in the amount of $427.84. The service was turned off due to non payment on 9-9-16. On 9-14-16 a $100.00 payment posted to the account. The previous security deposit in the amount of $87.00 along with $0.23 interest was credited to the account when the final bill was issued. The final current charges were $28.94. The final account balance is $269.55. Anytime a statement reflects a disconnection notice the customer is advised that a security deposit along with a $33.00 reconnection fee will be billed to the account upon reconnection. On 9-26-16 Dominion East Ohio Customer Relations called Mr. [redacted] to advise him of the findings. A message was left for him to return our call on the hotline. A letter was also issued requesting that he contact the company. Thank you,Dominion Customer Relations

Consumer responded to complaint through LiveChat 11/7/:
[redacted]
I have an open complaint [redacted] that I would like to close and accept the results from Dominion
[redacted]
One moment while I look up your complaint...
Ok, did Dominion receive the payment in question?
[redacted]
No they did not. I am excepting responsibility for it. I spoke personally with the supervisor of the agency that was supposed to pay it and she explained the how and why's of the mix up.
I spoke with her just a short time ago, this morning.

[redacted] [redacted] (Energy - 5) <[redacted]@dom.com>11:23 AM to me Dominion followed policy and procedures for the finalled account. The customer did establish a payment plan with Dominion, however, that plan was established after the account had already been sent to...

collection. This customer’s account was finalled on April 7, 2014. She was sent her final bill showing her account balance. The collection process then begins as follows pre-collection referral notice sent if final balance exists & no active payment plan prior to collection agency assignment: Notice sent 12 days after final bill due date with balance less than $400. Final Bill due date is April 24, 2014 plus 12 days would be sent May 6, 2014; Referred to collection agency 36 days after final bill due date if not paid (which is May 30, 3014); The customer did not call to make arrangements for payment plan until June 3, 2014 which was AFTER the account had been referred to a collection agency May 30, 2014. The customer did not make her first payment and was then dropped from the plan. She called on July 3, 2014 and was re-set on the plan and advised if no payment, she would not be able to be set up on a payment plan again. Customer RelationsAkron Eastwood

Dominion Customer Relations1:51 PM to me Hello, The customer was contacted on 6/14/16 and a message was left to contact Dominion Eat Ohio to discuss her consumer complaint. A return call was not received. The Service Charge is listed along with an explanation on every bill under the Explanation of Billing Terms. As stated in the original complaint the Basic Service Charge is not a monthly charge it covers multiple things. Below explains the charge: • The Basic Service Charge covers the cost of supplying standard customer service for emergency & non-emergency needs • Those costs include everything from meter reading & billing expenses to depreciation & property taxes on our pipelines & other facilities • Basic Service Charges consist of the Basic Service Charge, Automated Meter Reading Cost Recovery Rider & Pipeline Infrastructure Replacement Cost Recovery Rider o Applies to Residential, Non-Residential, & Large Volume • The Basic Service Charge is not prorated When a customer calls in to place a turn off/transfer the customer is asked what date they want to end services. The billing cycles do not get discussed. It is the date the customer requests. The customer was contacted on 6/27/16 and advised that there is no amendment to her billing. It was explained that when she was called on 6/14/16 the company left a message for her to contact us back regarding her original complaint. She stated she did not file a second complaint she just wrote back to the Revdex.com that she was not happy with our original response. The company explained that there will not be an amendment to her billing and our original response stands. The company further explained that the top of her billing statement gives her the next meter reading dates. The company explained billing cycles to the customer. Thank you,Dominion Customer Relations

[redacted] (Energy - 5) <[redacted]@dom.com>9:19 AM to me On 2/21/15 a call was placed stating there was an odor outside. Upon DEO's arrival, DEO found a valve leaking. The valve was shut off and the leak stopped. The field representative advised Mr. [redacted] that...

DEO would be out to repair the problem. At 1:36 am on 2/22/15 Mr. [redacted] called and spoke with Dispatch. The dispatcher advised him that DEO's Construction and Maintenance Dept would be to the premise in the morning to make repairs. On 2/22/15 Construction & Maintenance arrived to repair the line. Once the repair was made, the field technician went to the home to restore the gas. 2/25/15 DEO PUCO hotline called Mr. [redacted] to discuss the findings. His concern was the time from which the gas was turned off for safety to the time we came out to repair the line.  DEO attempts to restore service as soon as possible, especially considering the cold weather situation. Mr. [redacted] stated he was pleased with the job DEO did on Sunday. DEO found no evidence of frozen pipes at the premise.   Customer RelationsAkron Eastwood

Revdex.com,After extensive research, the error in sending Mr. [redacted] emails has been found and resolved. Mr. [redacted]'s eBill resumed on January 27th. I have been in contact with Mr. [redacted] and he is aware of the error and of the correction. Mr. [redacted] has been given my email and phone number for future contact should additional issues arise related to eBill.We trust this will resolve Mr. [redacted]'s concerns.Sincerely,C. B[redacted]Customer Relations & Policy

Revdex.com,
 
Thank you for bringing this customer’s deposit concerns to our attention. We appreciate the opportunity to research and respond as necessary.
 
As a regulated utility, Dominion is governed by the Virginia State Corporation Commission (SCC). ...

In compliance with our Terms and Conditions, on file with the SCC, we may secure accounts with deposits as a means of preventing losses.  A deposit is required for all new customers without previous satisfactory payment history with us within the last 12 months. 
A credit reference letter from another electric or gas utility reflecting at least 12 months of service with the utility may be submitted for our review to waive the requested deposit.  Once received, our Customer Credit Services group will contact the customer via phone or email and advise the status of the deposit. Should the customer wish to send the credit reference letter, I have provided our contact information:
[redacted]
[redacted]            
[redacted]
[redacted] [redacted]      
[redacted]
[redacted]
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,
 
[redacted]
[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]. Also their review of the system is a lie because I tried more than a credit card through the system and even a bank card would not work. Don't worry I will never be a customer again after december. 
Regards,
[redacted]

[redacted] (Energy - 5) <[redacted]@dom.com>Feb 16 to me    The customer paid on Dominion’s website. Payments can be set for a future date or pay now. On 12-18-14 the customer schedule a future payment to be deducted on 12-24-14 for $172.99. On...

12-24-14 the customer made a second payment as a immediate “pay now “ payment for $172.99 On 12-26-14 the customer contacted Dominion stating the payment came out twice. The customer should have been told, she paid it twice. Instead the customer was told to contact the bank to get it resolved. The agent will be coached and the issue will addresses as a training issue. The 1-9-15 bill did state no payment due because the customer at that time still had the credit for the two payments she made of $172.99 which was greater than the account balance. The bank notified Dominion on 1-27-15 that the second payment was not covered. On 2-11-15 [redacted] contacted Dominion concerning the charges on the February bill. The customer was told she was responsible for those charges that included the return check fee and late payment charges. The customer paid the December bill of $172.99 twice on our website in error. The call was not handled correctly on 12-16-14. As a one-time courtesy, we will remove the cash only flag, the return check fee of $12 and the late payment charge of $1.37 on the current bill. The customers payment of $172.99 covered the balance due for the 12-8-14 bill. The customer will owe the $91.51 for January plus the $ 100.82 for February for a total of $192.33 by 2-26-15. This month only, the payment will need to be made another way other than on Dominion’s website to allow the return check restriction to process. The March payment will be able to be made on our website. 2-13-15 spoke with [redacted]. She is satisfied with the resolution. VLR Customer RelationsAkron Eastwood

Thank you for an opportunity to review the held deposit on this account.  We agree the deposit can be refunded.  A full refund in amount of $[redacted] will be mailed to the customer tomorrow.

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.I would like a formal apology for the misinformation that was provided to me by a customer service rep and a supervisor on 9/7/2016.  i complied with all request and yet I was still provided with wrong information on this date and was made to believe I would have to wait another 48-72 for processing before I could even get my service turned on.  also, I need the issue of my bank over draft and spending money on a hotel for my family since Dominion couldnt get their own information right (last week someone told me all that was needed was my id, yet on 9/7/2016 I had to go back and forth with a supervisor telling me that I needed to fax in my lease and social security card AGAIN!!).  Acknowledgment and a formal apology for the poor customer service and poor customer experience due to lack of service and respect for your customers deserves some sort of apology at minimum.  NO customer should have go through this much back and forth and misinformation!!!  I do thank you for turning my service on today, however, I feel that if hadnt have filed a complaint not only with the Revdex.com but the [redacted] as well, I would still be waiting for service.
Regards,
[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.Your response is not specific to my concern of 999 kWh being read/billed for March billing cycle.  The unit was vacant.  Please provide more details, i.e., meter read dates and billing cycles for the following months: January        2016                  February      2016March          2016April            2016   ...⇄ /> Regards,
[redacted]

[redacted] has a total account balance of $4,956.42.  The service address of [redacted] Avenue can be restored with a payment of $1,147.38, which is the PIPP Plus balance.  Dominion East Ohio is not able to accept any payment amount less than the $1,147.38 for reconnection.  ...

   Ms. [redacted] requested to have a medical certificate faxed to her physician, Dr. [redacted].   The medical certificate was denied by Dr. [redacted].   The reconnection amount of $1,147.38 is the minimum amount required to restore gas service.   Once service is restored, Ms. [redacted] will be re-instated on the PIPP Program for the amount of $89 each month.  Ms. [redacted] did state she has already gone back to ODSA to have her income re-verified, and has been approved for $44.00 PIPP payment.   Ms. [redacted] was advised the new application was rejected because of the final status of the account.  Once service has been restored, ODSA can re-submit the PIPP Plus application.

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.They did call and leave a voicemail but they was unprofessional and claimed I lied. I was at the house the entire time and nobody ever came to the door to knock. They say he called at 9:24 AM but I have proof on my partner's phone that he called at exactly 9:29 AM. At 9:30 he drove away without even knocking. When my partner called to ask why, the representative told us that according to his notes he was not able to find the front door. So why is it that when a customer service representative calls in regards to my complaint, they imply that I was lying and that his note says something different? They did not solve the matter, they came off like I was the one in the wrong when I am not and I have proof that I am not, and I do not think that is okay. The business is run poorly and it's unfair the way they're trying to do this. 
Regards,
[redacted]

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.
they attempted to fix what they dug up but there was a high spot where they dug and all they did was through some dirt and seed down they did not level the ground with the rest of the yard now the high spot keeps the water from draining out of the yard.
Regards,
[redacted]