Dominion Energy

Dominion is holding 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

DEO response : [redacted] was enrolled in a payment agreement on 3/31/automatically when the account had a supplier addedA confirmation postcard was sent 4/2/stating the account was placed on a current plus plan agreement for monthsIt states the customer is required to $towards the arrears plus the current charge each monthEach bill states the customer was on the current plus payment plan On 7/28/an agent spoke with [redacted] There was a shut off notice on the 6/billThe balance was $ $1,with $due immediately with an additional $by 7/The customer was in arrears on the pay planThe agent noted to pay $ The customer paid $on 7/28/This does not negate the fact that the customer had a shut off notice that required $to be paid On 7/29/the account billed with a shut off noticeThe account was still on the original payment planThe balance was $1,with $due immediately with an additional amount of $= $ due by 8/ On 8/7/and 9/6/the property owner [redacted] was notified by post card that his property at [redacted] could be shut offThere is no personal credit information given on the notificationI am assuming the property owner may be the customers grandfather ? There is no record of a gas bill being sent to anyone other than [redacted] On 8/21/when [redacted] called and stated he thought he was on a payment plan for $a monthThe supervisor clarified he was behind on the plan and $ was needed to avoid the shut offThe supervisor corrected the agents quote and clarified $was the amountThe payment agreement ended in September On 9/30/$was paidThe current balance is $Dominion is willing to work with the customer on a new payment agreement Two messages were left for [redacted] to return my call to discuss the issueOne on 10/and one on 10/ Disputed Amount: $ Desired Settlement: There should be an adjustment to the billing owed, and credit to what was paid DEO response : The payments were credited to the customer’s accountDominion is willing set up the remaining balance on payment agreementVLR 10/3/ 10/3/spoke with [redacted] He states he should be compensated for the agent miss quoting him on 7/21/I explained the miss quote will be addressed as a coaching issue, however it does not negate the fact he had a shut off notice with the correct amount on itHe also states DEO sent a copy of his bill to his Grandfather, [redacted] Mr [redacted] did not see what was sent to his Grandfather, however he was told we sent a billHe is faxing in proof of that to the Customer Relations faxWe only have record of sending [redacted] , the property owner on record, the “Property Owner Notification”A payment agreement was set up on the remaining balanceThe Budget Plus Plan for months at $a month starting with the next billVLR 10/3/ As of 10/6/there has been no fax received from [redacted] Completing the complaint Customer Relations Akron Eastwood

DEO is showing that this account was recalled from both collection agencies and neither one should be making calls any longerIf the agencies don't have record of the account being closed, there may have been an issue with them processing the fileDEO will make sure that they manually update their recordsI spoke with a Senior Business Performance Analyst with DEO and was advised that she has spoken with [redacted] and they have updated their records to close out the account on their end8/7/DEO called to advise Mr [redacted] of the findingsThank you,Dominion Customer Relations

This complaint was assigned ID [redacted] IN RE: REFUND ISSUE CUSTOMER: [redacted] ADDRESS: [redacted] Dominion East Ohio has issued a refund check for $on 7/15/and mailed the check to the service address of [redacted] *** [redacted] *** If the customer does not receive the refund check after 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

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 While I do understand when I signed up they were in the middle of changing their company policy and can appreciate they moved away from using an illegitimate way of determining a consumers risk factorThat resolves part of my issue but the main concern is Dominion forcefully requires consumers to agree to something that is not provided to them or made totally clear within a short phone callWhile talking to Dominion's representative they told me two different stories about how or if a deposit is required If I was told I would have to wait months from the last installment date I would have paid the $upfront I had plans for that money this spring and being falsely informed about how the refund works is not acceptable in my eyes as the consumer In a free market consumers are suppose to be able to choose between multiple companies This choice is what keeps companies competitive and helps nurture creativity to help drive demand for product But what the [redacted] has done is created a monopolistic market in which the electrical companies don't have to compete creating large voids in responsible business practices As the consumer any demand for an alternative energy supply is restricted to extremely expensive green energy options or use primitive survival techniques to boycott power companies Also I was told the deposit I was required to pay was $and now you’re telling me you collected $without notifying me That is fraudulent and seeing how I never received a deposit contract I have no way of proving any of this That is the point I am trying to make Dominion requires consumers to agree to something that is not readily made available to them But as the consumer guess what I have no choice if I want power to my house I have to agree with everything the Dominion agent says even if it is illegal If Dominion is truly trying to alleviate their risk by determining a consumers nonpayment risk why don’t they start by checking on the consumers credit score which is what every other company does in the US before agreeing to a credit based contract And guess what a person’s credit score will give you a more accurate picture of a person’s payment history.It’s time the [redacted] reviews these monopolistic utility companies and decide if maybe they have been given to much power for a business in a noncompetitive market place Regards, [redacted] ***

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

Business responded to complaint Ms [redacted] called to apply for gas service on 10/20/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 addressDEO reviewed the lease that started on 9/26/and approved the request to start service The turn on appointment was scheduled for 10/31/from 8AM- 12PMThe representative placed an automated phone call at 9:41AM to advise the customer that DEO was in route to the homeThe representative arrived at the property at 10:09AM and placed a second automated call to alert the customerThe 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/from 8AM- 12PMThis is the second time that DEO has tried to turn the gas service on for this familyThe first appointment was made for 9/26/from 12PM- 4PMDEO was able to get inside, but no one was home at the apartment in order to light the gas rangeA card was left to reschedule at that time DEO has contacted Ms [redacted] and agreed to turn on the gas on 11/4/The order will be an all day appointment from 8AM- Midnight in order to get the gas service on as quickly as possibleCustomer was satisfied with this resolution Customer Relations Akron Eastwood

[redacted] (Energy - 5) < [redacted] @dom.com>Feb to me The customer paid on Dominion’s websitePayments can be set for a future date or pay nowOn 12-18-the customer schedule a future payment to be deducted on 12-24-for $On 12-24-the customer made a second payment as a immediate “pay now “ payment for $On 12-26-the customer contacted Dominion stating the payment came out twiceThe customer should have been told, she paid it twiceInstead the customer was told to contact the bank to get it resolvedThe agent will be coached and the issue will addresses as a training issueThe 1-9-bill did state no payment due because the customer at that time still had the credit for the two payments she made of $which was greater than the account balanceThe bank notified Dominion on 1-27-that the second payment was not coveredOn 2-11- [redacted] contacted Dominion concerning the charges on the February billThe customer was told she was responsible for those charges that included the return check fee and late payment chargesThe customer paid the December bill of $twice on our website in errorThe call was not handled correctly on 12-16-As a one-time courtesy, we will remove the cash only flag, the return check fee of $and the late payment charge of $on the current billThe customers payment of $covered the balance due for the 12-8-billThe customer will owe the $for January plus the $ for February for a total of $by 2-26-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 processThe March payment will be able to be made on our website2-13-spoke with [redacted] She is satisfied with the resolutionVLR Customer RelationsAkron Eastwood

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 notI am excepting responsibility for itI 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

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 unprofessionalI'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 customerI 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 recordJoking around regarding my son life is a no joking matter and I believe I have the right to do thisI was begging for them to get it reconnect and I felt like I was disrespected by their services Regards, [redacted]

This complaint was assigned ID [redacted] Mr [redacted] called on August 29, to begin gas service in his nameAn appointment was scheduled for September 4, between the hours of am and noonA technician arrived at the premise at 9:am and left at 9: am after not being able to gain access to the propertyMr [redacted] called Dominion to reschedule his appointment and the first available date was September 9, Mr [redacted] requested an earlier appointment and was advised that Dominion was not able to send a technician out soonerAfter reviewing the schedule of appointments, Dominion was able to send a technician back to the premise on September 4, to restore the service at 7:pmMr [redacted] was available to provide access at that time and gas service was restored Mr [redacted] has no further concerns/mr

DEO mailed a postcard on 06-28-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-the gas service would be transferred into his name going forward (See attachment) No access was provided On 07-11-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 E160th St., Apt 2, Cleveland, Oh 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-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-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

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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] Failure by Dominion to log and retain my cancellation of is unacceptableThe address they used for the billing was one that I hadn't used since Further my utility bills for [redacted] were received at [redacted] as I lived in *** from 2003-The address they used was on that was linked to my unit in [redacted] *** which I sold in when I bought a duplex in ***, where I received my billsWhen I sold that to buy the one on [redacted] I cancelled my reversion clause there as I did with the unit I ownedFurther why would Dominion continue to put the bill in my name after the $bill in was not paid but returned because of a bad address, for all they know I could have passed awayI had offered to settle the $bill just to get it off my credit report, it's their mistake to keep charging an account that is unresponsive That's just bad businessI am years old, I am offering to pay the $bill jst to clean up my recordNothing more

[redacted] < [redacted] @hotmail.com> Nov to me Hello [redacted] ...not sure what happened...but Dominion sent a surprise crew here today to finally install 500' of gas line.Please close the pending case Thank you [redacted] [redacted] [redacted] [redacted] *** Ohio

[redacted] *** (Energy - 5) < [redacted] @dom.com>1:PMto me Dominion East Ohio Customer Relations has made a decision to reverse the cash only status on account number ending *** The returned check fee of $has also been removed from the accountA voicemail message was left for the customer advising of sameCustomer RelationsAkron Eastwood

Revdex.com,As the customer states a meter man tested the meter at him premises and the meter was found to be working with the limits as set forth the The State Corporation Commission of VA.Additionally, the customer posed a question as to weather or not the meter had actual readings or estimates for the months of January, February and March of There are no estimated readings for those months or any month for this customers' service.Our investigation failed to disclose any conditions which would indicate the customers' bill is incorrectWe understand his concern in this matter, but in view of our findings, no adjustment/refund is warranted.Please contact Customer Relations & Policy for further questions.Sincerely, [redacted] ***Customer Relations & Policy?

Dominion Customer Relations Jan 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 accountNo return phone call was received

Dominion Customer Relations Dec to me This message is in regard to a complaint submitted to the Revdex.com about your business on 12/3/8:01:AM by [redacted] This complaint was assigned ID [redacted] .This service was turned off in another party’s name on 11-24-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-DEO received a one year lease agreement between the customer and owner effective September 1, Based on the legal document received from the customer, DEO billed her for services from 9-1-read through 11-24-read for a total of $ There is also months of basic service charges that total $The company has quoted Ms [redacted] $to reconnect the serviceIf 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 ownerUpon receipt of payment the company will schedule to have the services reconnected; there will be a reconnection fee of $plus applicable taxes billed.On 12-4-DEO called Ms [redacted] to advise of the findingsShe paid the required amount of $155.68; a service order was issued for 12-4-to reconnect the serviceThis customer was advised of the all day time slot and that access is required to reconnect the service Gas service has been restoredc/k

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 MrW [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]

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 understandableHowever, what Dominion Power fails to realize is this is an issue of what is RIGHT and WRONGA 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 meterThere are three things wrong with this; (1) Dominion Power tried to resolve an issue before knowing the real reason for the faulty meterDominion 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 issueAll 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 thisDominion Power constantly says in all of their commercials that they are all about community helpIf that is true, why did Dominion Power lie to one of their customersIf 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 trueI was misleadThis is why this issue is a matter of what is RIGHT and WRONGIt is wrong for a business representative to say one thing and then the company to do anotherIt is RIGHT for the company to fix the problem that one of their employees made by keeping true to their word$is a very small piece of change for a company that runs a monopoly on power is the state of Virginia$is a HUGE amount of money to an active duty military member living in the state of VirginiaIts not like I can just change electric companiesBut now, because a Dominion Power employee mislead me I am out of a very large sum of my incomeIts not ethicalDominion Power needs to make right on this and keep their word to their customers Regards, [redacted]