Dominion Energy

Customer Information: [redacted] ** [redacted] The Percentage of Income Payment Plan (PIPP) is administered through the Ohio Development Services Agency (ODSA) allows income eligible customer to pay 6% of the total house hold income toward the accrued gas debt It is imperative customers make their payment plan amount each and every month DEO follows the rules the ODSA states regarding this payment plan During the Winter Reconnect Order (WRO) season residential qualifying customers can pay $to maintain or restore gas service Utilizing the $option, Ms [redacted] was reinstated on the PIPP plan on 3-22- At this time, the customer had PIPP arrears of $minus $left a balance of $total PIPP arrears The customer is responsible for paying the default amount and if the amount is not paid, when the account goes through the next billing cycle the PIPP plan is dropped When dropped from the PIPP, customer will begin to bill for current charges due plus the defaulted amount Ms [redacted] billed 4-5-for the default amount of $908.00, in addition to the PIPP amount of $92.00, for a total of $1,which was due by 4-23- No payment was made; therefore, Ms [redacted] was removed from the plan on 5-6- Because the customer was dropped for not satisfying the default amount, she began to bill for the current charges each monthOn 8-8-the account was automatically placed on current plus payment plan automatically This action is completed to enable the customer to pay a lower amount to avoid a disconnection of service In Ms [redacted] case, the lower amount was, $however the customer failed to make payments New usage charges continued to occur as long as the gas service is on If the gas is terminated, customer is still responsible for the balance

[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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

[redacted] Attachments9:53 AM (3 hours ago) to me RESEARCH: The customer was dropped from the PIPP plan on 12/20/2013 due to not making her past due PIPP payments by 11/18/13. This is explained on all of her prior bills.... At that time the customer needed to pay $154.50 and it was due by 12/9/2013. Due to the customer being dropped from the PIPP plan, the customer will now be billed current charges not the PIPP plan amount. On the 1/2014 bill there is no longer the PIPP plan on her bill. A HEAP payment posted for $282.00 on 2/11/2014. This payment in turn set the customer on the current plus plan. A HEAP payment is only applied to the account balance not the PIPP plan. Payments and amount’s due: 12/2013 bill due amount was $948.73. No payment made. 01/2014 bill due (shut off notice) in the amount $1073.81. A payment was made by HEAP in the amount of $282.00 . This placed customer on the Current Plus. 02/2014 bill due in the amount of $278.26 for the Current Plus. 03/2014 bill due in the amount of $365.83. Customer payment made of $151.65. 04/2014 bill (shut off notice) in the amount of $435.94 for the current plus plan. Customer made payment of $127.00. 05/2014 bill (shut off notice) in the amount of $379.22 for the current plus plan. 06/2014 bill (shut off notice) in the amount of $749.73 for the current plus plan. Customer payment of $50.17. 07/214 bill (shut off notice) in the amount of $363.55 for the current plus plan. Customer made payment of $50.00. 08/2014 bill (shut off notice) in the amount of $649.73. The current plus plan was dropped due to non payments. Customer made payment of $50.00. Customer was disconnected 9/2/2014. Since 9/2/2014 Customer has made 2 payments: 9/2/2014 of $50.00 and 10/1/2014 of $50.00. Her total balance is $808.65. Regarding a fixed monthly rate – If a customer is on the PIPP plan they are placed on the SCO rate, which is a variable rate. If customer wants a fixed monthly rate, once her gas is on, she can call Suppliers to inquire on this. Regarding the PIPP plan rules. This is not determined by Dominion East Ohio gas. This is a government program and the guidelines are set up by the Ohio Department of Service Agency (ODSA). 10/24/2014 – Called customer to advise can pay $175 to reconnect service and explained details of the PIPP rules stated in the complaint.

Dominion Program Manager reviewed and did agree the customer had a valid complaint Manager authorized a $credit to customer account

[redacted] *** (Energy - 5) < [redacted] @dom.com>11:55 AM to me The disputed amount covers gas usage at the address of [redacted] Down for the period 3/7/2013 thru 9/9/13. This account was transferred to the property owner Mr. [redacted] through the landlord... reversion. This customer had a Landlord Reversion on the property which automatically transferred into his name upon the departure of the tenants. He did not request removal of that nor did he call Dominion to advise that the property was no longer his. Gas was turned off through the non-payment disconnection process. After verification the Mr. [redacted] was not the premise owner during the time period above, the charges have been reversed and a corrected bill has been sent to Mr. [redacted] at his current mailing address. Customer RelationsAkron Eastwood

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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, although I would have preferred to respond after I receive the check Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]

[redacted] (Energy - 5) < [redacted] @dom.com>11:AM to me Dominion followed policy and procedures for the finalled accountThe customer did establish a payment plan with Dominion, however, that plan was established after the account had already been sent to collectionThis customer’s account was finalled on April 7, She was sent her final bill showing her account balanceThe 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 days after final bill due date with balance less than $Final Bill due date is April 24, plus days would be sent May 6, 2014; Referred to collection agency 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, which was AFTER the account had been referred to a collection agency May 30, The customer did not make her first payment and was then dropped from the planShe called on July 3, 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 againCustomer RelationsAkron Eastwood

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/ When I contacted Dominion Power on 2/5/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]

*** * *** (Energy - 5) 11:AM Very disappointed with Dominion on trying to resolve my outrageous gas billI made the mistake of going with a bad supplier and immediately cancelled, got expedited service with new supplier, but Dominion
insisted that I had to wait a whole billing cycle to switch providersI received a $700+ bill for that month NovSMH! Desired Settlement: I think they need to make adjustments back to when I called in October 29th with the new supplier rates that I provided them withThe last supplier charged me 4x's more than the market rate and laughing that I had to use their service a month in advance DEO Response: In March 2014, Dominion received a request to switch the account from the standard choice offer (SCO)to *** as the supplierDominion sent Mr*** a letter advising of the change and to contact Dominion prior to March 26, to cancel the request if he did not want the new supplierOn April 3, the supplier change processed to begin with the next bill, which would be prepared on April 30, 2014. On October 27, 2014, the gas meter was read and a new billing cycle beganOn October 29, 2014, Mr*** contacted Dominion to advise that he would like to cancel *** as the supplier for his accountMr*** was advised to contact *** and verify if he was under a contract and if a cancellation fee would apply and to contact Dominion back after he verified there was no early termination feeOn October 31, 2014, Dominion received a request to change the supplier to *** EnergyOn November 1, 2014, Dominion sent Mr*** a letter confirming the supplier change and advising that Mr*** contact Dominion prior to November 13, 2014, otherwise the change to the new supplier would be effective with his next bill printing on or after December 29, As a courtesy, Dominion has placed a $goodwill credit on the account, however, any additional adjustments would be up to *** Energy since they are the company that had the contract for gas rates with Mr*** since Dominion is the distributor of the product only. Customer RelationsAkron Eastwood

Mr*** contacted Dominion on Septand advised that he had vacated the premise and needed the gas service turned off immediatelyDominion advised him that an appointment was needed to provide access to turn the gas meter off and end his billing responsibilityAn appointment was originally
scheduled for Sept19, 2014 but was then rescheduled for Sept17, Gas service to the premise was turned off at the curb box on Sept17, ending Mr***' responsibilities
Customer Relations
Akron Eastwood

Responded to phone message that leak at meter where house line connects was repaired and rest of the house line sleeved although there were no other leaks(preventative measure)I filed claim and faxed bill overIt is my understanding that the leak at meter where house line connects was caused when Dominion replaced their service line and was jiggling and moving the main meterA man came out today to take a picture of the meterI told him as a homeowner, I understand we have responsibility but I believe they aggravated an older pipe by moving, jiggling and digging aroundI would be willing to meet Dominion halfwayIf they can help with half the bill and accept their partial responsibility, I will do the same

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

This complaint was assigned ID ***
Initially, the service order was scheduled for between 12pm-4pm. The service tech placed the call en-route to the property. According to the service tech’s notes, the call ahead was answered. Upon arriving at the property,
there was no access; therefore, the service tech left a card at the front door to advise DEO was at the property. Once an appointment is missed, the customer is scheduled for the next available appointment, which was on 06.30.14. The service tech arrived, and gas was successfully restored on

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10374157, and find that this resolution would be satisfactory to meFor future reference, it would be a good idea to input this exact clause that was sent to me regarding a credit reference letter from a former utility company to avoid paying an unnecessary amountAlso, the stipulation explained in the response today was the fee would be assessed for customers that DO NOT have a satisfactory payment historySo, how does no payment history with the company qualify as unsatisfactory? A formal explanation would be helpful while awaiting the credit reference letters from *** *** ** *** *** *** ** *** **Please allow 5-business days for the letter since contacting these utility companies generally mean leaving a message and waiting for a return phone call that could take additional days
Regards,
*** ***

*** * *** *** * ** 1:PM to me Dominion has re-billed the customer for a total of days of service under one basic service charge, which will credit $to the balanceMr*** is satisfied with the
resolution. Customer RelationsAkron Eastwood

Ms.*** has two previous cases on file10-31-ID *** and 3-10-ID ***In both cases, Dominion has set up payment arrangements with the customerMs*** has failed to keep the agreement. The latest agreement was on 3-10-The customer paid $on 3-11-with a current plus payment plan for six monthsThere has been no other payments made. Once she brings the plan current, Dominion would be willing to work with Ms***. There is a shut-off notice on the current bill that was due 5-11- $is needed to bring the plan current$would be the amount to keep gas on before 5-20-credit action will continue. Ms*** has not responded to the request to contact Customer Relations concerning her issue

Our meter technician met the customer at the home on August 3, and performed a witness meter test.Test results:Light Load : 99.99%Full Load: 99.98%Weighted Average 99.98% Our tariff filed with the Virginia State Corporation Commission states the meter should record at plus
or minus 2% of 100% to be considered accurate. Our investigation has failed to disclose any conditions which would indicate that your bill was incorrect. No adjustments are in order. We appreciate the opportunity to research your questions

Revdex.com,Thank you for bringing this customer's concerns to our attentionWe appreciate the opportunity to research and respond as necessary.It is always Dominion's desire to work with our customers to bring and keep their account currentWe have previously attempted to work with our
customer in the form of payment arrangement plans, the terms of which unfortunately were not keptWe also notify our customers through mail and telephone to ensure they are aware of the status of their account.Again, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of further assistance, feel free to call ***.Sincerely,*** ***Customer Relations & Policy SpecialistDominion Virginia Power

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This still does not fully address this situation This is the same canned response that is provided to many clients of DVP You are sending people to the website which they should not have to do The information should be printed darker for the "important information" on the reverse side of the bill Even in going to view this on the website, it is still in a light grayscale Many can read this, and it improve relations and time management not to have to take so long to read it Again, this is just not me...I'm speaking up and being a voice for others There are many elderly, and those who can barely see this information.Why is this information not being provided in the same viewing capacity and shade of print as on the front of the statement?Why is DVP making this so difficult?Is it because they figure clients will give up on reading this information?It is very simple technology wise to darken the shade.Again, why is this not done?It is not the larger print, it is DARKER print
Regards,
*** ***