Dominion Energy

Unfortunately the local inspection on the service conversion from overhead wires to underground wires did not immediately post to the Dominion project.  As a result of the contact by the Revdex.com, the local inspection was verified and the work to put the service underground is showing complete.

This complaint was assigned ID [redacted].
IN RE:  REFUND ISSUE
CUSTOMER: [redacted]
ADDRESS: [redacted]
 
Dominion East Ohio has issued a refund check for $562.26 on 7/15/14 and mailed the check to the service address of [redacted]...

[redacted].  If the customer does not receive the refund check after 30 days from the date of issue then the original refund check will be cancelled and a new check will be issued.
The customer has been contacted to advise the same.  Dominion East Ohio will reissue the refund check is the customer has not received the original by 8/15/14./kb

ID [redacted]
 
On 08/19/14 an order was initiated to cut/abandon the service for a three year cut.  This order was generated for safety reasons. 
 
[redacted] called to request service to be turned on 08/25/14 at [redacted], Cleveland, Ohio 44105....

 During the phone call, the customer was advised there were two charge off amounts which needed to be paid before service could be turned on.  The total of the two amounts: $2,677.66. 
 
On 08/27/14 DEO turned off service and cut the service line. 
 
On 08/28/14 [redacted] contacted DEO advising the payment of $2,677.66 was made.  Also, was advised, there was possible unauthorized at the location.  There was no active account since 2010.  [redacted] was advised the company would need to inspect the property and advise of the requirements to provide service to the premise.  The customer was advised the meter would need to be moved to the outside.
 
The amount owed for the unauthorized usage is $2,774.00.   Ms. [redacted] was aware the gas was on at [redacted]  Per the service tech notes, access was refused.  She called on 09-09-2014 and asked what she needed to do to get her gas turned back on.
 
Ms. [redacted] was not receiving bills for the [redacted] address, because Dominion showed that address as a final account.  Due to the unauthorized usage and lack of cooperation on the part of the customer to provide access to the meters, Dominion is requiring the customer have the meter moved outside at the owner expense.   (See attachments). /bjh

DEO has scheduled a turn-on order for [redacted] for 7/24/2015 at [redacted] Street in Akron, OH  44306.  Ms. [redacted] has been advised that an adult will need to provide access from 8 am to 12 noon on 7/24/2015 for the turn on to be completed.

Revdex.com:
I have reviewed the offer 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.Meter was replaced on 1/28/2015.  When I contacted Dominion Power on 2/5/2015 I was informed that removed meter had a "bad ert" which usually results in necessary adjustments to billing statement.I am requesting further investigation into this matter.Sincerely,[redacted] 
Regards,
[redacted]

Dominion Customer Relations <[email protected]>
11:11 AM 
to me 
 
DEO received the order to turn on gas in the upper unit at 9:05 a.m.  The service was successfully reconnected at 6:05 p.m.  A good will credit has been placed on the...

account.
 
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.
[redacted]11:04 AM I submitted complaint #[redacted] and received an email that the complaint has been closed due to my lack of response. I would like to reopen the complaint as the issue is not resolved. I had an unexpected death in my family and fell behind in my emails. I read the response from Dominion and do disagree with the following portions of their statement:"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." In response to this statement, I do not recall the details of this phone call that took place in 2014, but I do know that I initially believed the error was due to an account I may have held very briefly several years ago. I was not sure that I had gas service on at this address, which I believe was on [redacted] Street and I was pretty sure utilities were not on in my name. I lived there less than a month. If I did agree to a payment plan at the time of this call (I do not recall), it was because I needed to start gas service at [redacted] Boulevard and had to agree to a plan in order to start the service; I lived on [redacted] Boulevard for several years and paid all of my bills, never receiving a bill for this account or being contacted about it until I opened this investigation. If there was a payment plan put in place in 2014 during that phone call, and Dominion had my current address and phone number at that time, why was I never sent a bill for this account? And how is it that this account was opened in the first place, without any Identifying documents or verification? Their response goes on to say:"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] Boulevard, Cleveland address.  She stated she is still proceeding with the ID Theft investigation."I did not state that I was getting it confused with the [redacted] Boulevard address, but rather I could have been thinking the bill was generated during the time I briefly lived on [redacted] Street. Again, my stay at that address was very brief and I do not remember the year nor the house number of that address, but I do not believe gas services were started in my name at that address. "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." Submitting Photo ID and Social Security Card, as well as the FTC affidavit are not an issue. I filed and obtained a copy of the police report, which is now being investigated by the Financial Crimes department of the Cleveland Police, but the officer I spoke with told me they do not sign the reports and that anyone can request a copy of the report if they have the report number ([redacted]). Showing Proof of Residency during the time of disputed usage is the biggest obstacle I am facing in disputing this account. I contacted the IRS, but they only have tax returns for the past 3 years. I requested a "tax transcript" for those years, but the transcript I received reflects the same. I am attempting to locate school records or some other acceptable form of Proof of Residency during these dates. I have federal student loan promissory notes during these years and will submit them, but am unsure if they will qualify as acceptable documents. The unexpected death in the family did put these matters on hold for me, but this is definitely unresolved and I would like to proceed with the complaint. I will do what I can to prove that the account does not belong to me, but I would like to know what DEO is doing to prove that the account was opened with my authorization. If they can pull phone calls, where is the call that started this service? I need to show proof now that I never lived there; did they not require proof at the time service was started that I did live there? If I have to submit a copy of my ID and Social Security now, wouldn't those documents have needed to be submitted then as well? If these documents were submitted at the time the service was started, I would need to know about that. And if they were not required/submitted, DEO was being negligent in opening this account without proper authorization.Please let me know how to reopen this complaint. Thank you for your time and consideration of this matter. [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]
Regards,
[redacted]

This complaint was assigned ID [redacted].
 
The customer’s check has cleared successfully.

Dominion Customer RelationsFeb 12 to me Hello, Below are the findings regarding ID [redacted] The address in question is [redacted]. Ms. [redacted] held service at this address from 5/14/2010 through 4/5/2011. When the account ended the account...

balance was $1,053.08. On 6/10/2011 Dominion East Ohio sent the above balance to CBE Group Inc. for collections. On 11/17/2014, Ms. [redacted] started service at her new address located at [redacted]. Dominion East Ohio recalled the debt in the amount of $1,053.08 from collections and transferred the balance to her new account. The debt has been resolved and still showing on her credit report. Since the transfer of the debt took place on 11/17/14, it should be reflected and showing as satisfied. A manual request was submitted to have Ms. [redacted]’s report corrected. [redacted] should have the update complete within the next 24-48 hours but it may take about 14 days for it to be viewable by the customer. On 2-11-16 Dominion East Ohio contacted Ms. [redacted] to advise her of the findings. A letter was issued to Ms. [redacted] confirming that the account in question reflects a zero balance; she was satisfied with the resolution. She was advised to contact Dominion East Ohio’s Customer Relations Department at (888) 263-8989 Monday through Friday from 8 am to 5 pm with any further questions. Thank you,Dominion Customer Relations

Dominion Customer Relations9:54 AMto me Hello, Below are the findings regarding Revdex.com ID [redacted] On 5-17-16 Dominion East Ohio removed the $112.00 investigation fee plus the applicable tax that was billed to Ms. [redacted]’s gas account. This business decision was made due to the service...

being turned off at the outside curb box on 4-21-16. There is a possibility that the service was not turned completely off. The gas usage that was billed for the time period of 4-21-16 through 5-16-16 in the amount of $33.69 will stand. The adjustment reduced the final balance from $426.17 to $309.01. On 5-17-16 the company called Ms. [redacted] to advise her of the findings. She was quoted $309.01 to reconnect the service. She stated that $150.00 was paid on 5-16-16. It was explained to her that once the payment post to the account  her  balance will be reduced to $159.01 which will also need to be paid in full  before the service can be restored.  Thank you,Dominion Customer Relations

DEO Response11-5-15 According to Dominion’s records the company made an attempt to reconnect the service on 10-29-2015.  A call ahead was made.  The Technician was waited 9 minutes for access.  He was unable to gain access. 11-3-2015 Second attempt to reconnect the...

service.  A call ahead was made to the customer.  The technician arrived and waited 7 minutes but could not gain access. 11-4-2015 We were able to reconnect the service for Ms. [redacted]. On 11-5-15 Dominion East Ohio spoke with Ms. [redacted]. Advise her  that her account has been set up on a  payment plan for the remaining balance. She stated the monthly payment plan amount is an amount she can handle. She was pleased with the resolution. Thank YouDominion East Ohio

Dominion Customer RelationsAttachments8:49 AMto me Ms. [redacted] [redacted] Revdex.com ID [redacted]. RE: [redacted] The issue was the agent that made the billing correction on 4/28/16 did not recall the debt...

from the collection agency. The agencies were still attempting to collect on the difference between the re-bill and the original bill amount. On 11/15/16 the amount was manually recalled.  Dominion Customer Relations contacted [redacted] on 11/15/16. We apologized for our error. We sent a letter to Ms. [redacted] confirming this issue has been resolved. (Attached)   Dominion East OhioCustomer Relations888-263-8989

[redacted] (Energy - 5) <[redacted]@dom.com>Jan 27 to me Ms. [redacted] has been contacted and a new refund check has been requested in Ms. [redacted]’ name.  The refund check should be issued this week.  DEO Customer Relations will stay in touch with the...

customer. Customer RelationsAkron Eastwood

Originally the customer letter of credit from previous electric utility company was sent to an incorrect e mail address.  Unfortunately Dominion has no way to retrieve or forward correspondence sent to an invalid e mail.  Since the initial complaint to the Revdex.com, the customer letter of...

credit has been received and a full refund of the deposit has been processed.  The customer should receive a check in the mail very soon.

Revdex.com, Dominion is already in contact with our customer regarding his request for reimbursement. Reimbursement is not yet determined but our customer has contact information for status updates. Customer Relations & Policy is working with our customer to insure...

prompt resolution. Sincerely, C. B[redacted]Customer Relations & Policy

This complaint was assigned ID [redacted].
Ms. [redacted] is a new customer to DEO; therefore, was charged a security deposit.  The customer was advised on 7/25/14 of the security deposit and it being billed in three installments. Ms. [redacted] does not have to call in six months to advise DEO of reversing...

the security deposit.  If the payments are made on time for six months, the security deposit can be applied to the account balance at that time.  If there is no account balance, Ms. [redacted] can request the deposit be refunded to her.
The Basic Service Charge is $23.58. This 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 and other facilities.  Also, the cost of the charges consist of automated meter reading, cost recovery rider & pipeline infrastructure, and replacement cost recovery rider. This charge is billed to all residential customers.  This is a monthly charge; therefore, it will not be waived off the customer's bill.
On 8/18/14 DEO contacted Ms. [redacted] to provide the findings; she stated she wasn't pleased. /tpd

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.
The Customer service I spoke too was rude and unprofessional. I've told them the issue of my son was having an asthma problem and that is why I had to pay the big amount of money to get it connected, but the response I received was that "Well then go take him to the hospital", I mean this is not the way you speak to a customer. I would like a copy of the conversation so if I ever decided to bring this issue to a higher court I just want something for my record. Joking around regarding my son life is a no joking matter and I believe I have the right to do this. I was begging for them to get it reconnect and I felt like I was disrespected by their services.
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]

In order for Products & Services warranty premiums to be paid by Dominion Virginia Power to the warranty program, all customer account payments must be paid in full and on time.  Accounts with a past due balance are subject to termination of the warranty program.  Customer notified on...

4/17/15 bill of possible cancellation of the program due to past due balance on account.  Customer bill dated 5/18/15, full premium payments were credited back to customer account.  Warranty program cancelled.  Regardless of the status of the warranty program, the plan does not cover compressors.  Paragraph 6 of terms and conditions, which all customers acknowledge receipt follows.     
Dominion Products and Services, Inc’s Heating and Cooling Repair Program
Terms and Conditions
The Heating & Cooling Repair Program ("Program") by Dominion Products and Services, Inc. ("Dominion") covers all eligible residential forced air heating and cooling systems fueled by electric, gas, propane or oil in single-family residences.  

6. The following are excluded from the Program: commercial systems, boilers and water heater based systems, steam systems, geothermal heat pumps, gas engine driven heat pumps, or radiant floor/ceiling heat; routine maintenance such as coil cleaning, duct cleaning, filter replacement, condensate drain clearing and seasonal turn-ons/turn-offs; add-on components including humidifiers, electronic or electrostatic air filters, electronic zoning systems, ultraviolet light systems and condensate lift pumps; auxiliary components including ductwork, grilles and registers, equipment casing/enclosures, condenser pads, snow legs, flues and chimneys. The following coverage limitations apply: The repair/replacement of compressors, indoor and outdoor refrigerant coils and heat exchangers will be limited to the manufacturer’s parts warranty period. Refrigerant leak repairs occurring in areas other than indoor and outdoor refrigerant coils will not be made for systems greater than fifteen (15) years of age. Dominion reserves the right to make final coverage eligibility decisions.