Dominion Energy

RevDex.com, Thank you for bringing this customer’s billing concerns to our attentionWe appreciate the opportunity to research and respond as necessary We certainly understand no one wants to pay for more electricity than they feel they have used. A courtesy
call to the customer was placed on August 1, 2017. Per the customer’s request, we sent two representatives to the service address on August 4, to inspect the meter and perform a high bill investigation to ensure the customer was billed for the correct usage. Our representative obtained a “visual” meter reading which was in line with previous meter readings and performed a calibrated meter test. The meter was found to be recording 99.64% on the Light Load and 99.71% on the Full Load. On August 8, I placed a follcall to the customer and explained the standards filed with our regulatory body require recording within 2% plus or minus of 100%. The results of this test reflected that the meter was recording well within the accuracy limits as set forth by the *** *** *** ***. As a result, our investigation failed to disclose any conditions which would indicate the bills previously rendered were incorrect therefore no billing adjustments are warranted. 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 any further assistance, please call us at *** Sincerely, MsKCooley Dominion Customer Relations & Policy

Thank you for contacting the Revdex.com with your billing concerns 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. Therefore we must rely on the
accuracy of the meter to determine the accuracy of the bill. On March 25, we performed a meter test at your residence. The meter was found to be recording 100.07% on light load and 100.93% on full load. The results of the meter test reflect that the meter was recording well within the accuracy limits as set forth by the Virginia State Corporation Commission which requires recording within 2% plus or minus of 100%. Our investigation has failed to disclose any conditions which would indicate that your bill was incorrect. We share your concern in this matter, but in view of our findings, no adjustments are in order

October 21,
Revdex.com,
Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate further
Dominion made telephone contact to the customer on October 21, 2014, and discussed the Budget Billing
program. Based on the customer's unique situation concerning the budget and the transferred balance, the Company is willing to assist the customer with a budget continuation or a suitable payment arrangement, if required. The customer is satisfied with the Company's resolution
Again, thank you for allowing us the opportunity to address this customer's concern. If Customer Relations may be of further assistance to you our the customer, please call us at ***
Sincerely,
*** ***
Dominion Virginia Power
Customer Relations & Policy

I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me I did try to contact *** *** back but was unsuccessfulbut my issues are resolved
Regards,
*** ***

Revdex.com,Thank you for bringing our customers' concerns to our attentionWe have taken this opportunity to contact Ms*** and spoke to her at lengthWhile all policies and procedures have been followed in relation to the actions on her account, we certainly understand her
concernsWe have come to agreement to resolve the remaining balance on the account and Ms. *** is satisfied with our response.Please let me know if you have further questions.Sincerely,** *** *** *** * ***

[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.]
*** *** Mar 20 to me Thank you for your email I am happy to report that I received a call, from Dominion East Ohio, yesterday afternoon and we were able to work out a solution to the problem The woman with whom I spoke, offer a heartfelt apology and worked with me to find a solution acceptable to us both.It would not have happened without the Revdex.com step Thank you for providing your assistance.Have a good weekend.*** ***

Revdex.com:
I have reviewed the offer and/or response 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
Christina Fariss

Tell us why here...We are able to offer a long term pay arrangement to customer. Customer will need to contact our Customer Care and Energy Management Center, toll free, at *** to request the long term pay arrangement. Customer will need to pay a down payment of
$614, before PM on 1/12/15. The rest of the account balance will then be spread over six months, to be paid along with current monthly billing. If the down payment is not received by pm on 1/12/15, the account will be subject to disconnection on 1/13/15. The account has been noted, but the customer must contact the Customer Care center to establish the pay arrangement

SERVICE ADDRESS: *** ***, North Canton OH, 44720, Stark DEO Customer Relations Department received Mr***’s letter regarding the year Landlord Reversion dispute on 10/22/ Information is limited due to the record retention of three years. The final
billing which is unpaid is $ This amount reflects two accounts, $from a final bill for account #***, the address *** *** NW with the dates of service from 6/1/through 7/19/ This bill was mailed to ** *** ** ***, Ohio 44202. The $is the final billing which is unpaid is account #***, the address *** *** NW with the dates of service from 10/25/through 11/12/ This bill was also mailed to ** *** ** ***, Ohio

Revdex.com, We contacted our customer and attempted to explain how security deposits are transferred from one account to another when service ends at one and starts at another with no break in serviceThe deposit is applied to the closing accountThe remaining balance is
then transferred to the new account and the deposit is rebilled on the new accountIn other words, the customer is credited for the deposit on the closing account and debited the deposit on the new accountThe result of the credit and debit is off-set.*Example (not the actual amount for this customer): A customer has a $balance on a closing accountThe customer has a deposit of $held on the accountThe deposit is applied/credited to the balance of $leaving a balance of $The balance of $is then transferred to the new account and the debit of the security deposit of $is also transferredThe result is that a total balance of $is transferred to the new account We regret to inform you that our customer was not satisfied with our attempt to explain the transfer processAt her request, copies of statements beginning July to the present have been mailed to her current addressThis is for three (3) separated premisesA pdf of all of the copies is also attached to this response but can only be shared with our customer of recordThis same information is available to the customer by accessing Manager Account at ***
*Additionally, our customer was offered and accepted contact information for the *** ** *** *** *** ** *** *** *** *** ** ** ***Once contacted by the *** staff, our office will provide the same information to them to review with our customer. Our customer may contact us at *** should she desire further assistance. Sincerely, Customer Relations & PolicyDominion Energy Corporate Headquarters

*** * *** (Energy - 5) 11:AMto me Desired Settlement: Work WITH me to schedule an exact time in the evening or on Satwhen I can meet Dominion at the service address in Euclid prior to the end of the month or extend my deadline date so my
gas service is not shut off. DEO contacted Ms*** on 1-21-and scheduled an appointment to complete the DOT InspectionThe service order is scheduled to be completed on 1-23-between 4:PM and 8:PMThis customer was advised that notes will be placed on the service order to call her prior to arriving and to also allow her minutes to arrive due to the fact that the property is vacant and up for sale. Customer RelationsAkron Eastwood

Revdex.com spoke with the businessThe $the customer is requesting back was a part of the customer’s balance dueThe amount was broken up into a payment plan for the customer but when the plan was broken the full amount became dueThe customer’s payment plan due balance was seen as a zero balance because she had over paid before that, that does not mean the full balance forwarded had been paidDominion Virginia Power stated that a customer can view their bills on line at *** using the Manage Your Account portal for further clarification. Should there be any further questions please contact Customer Care Center at *** or Customer Relations at ***

April 15,
Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and respond as necessary
Dominion made several attempts to contact the customer by telephone and we regret we were not
successful To assist the customer, the Company would like to discuss high bill concerns and offer to test the customer’s meter on- site The on-site meter test requires scheduling; therefore, we prefer to speak to the customer and coordinate a date and time to test the meter If the customer would like to learn more about energy conservation, please visit our website at www.dom.com and enter “Energy Saving Tips” in the search field
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at ***.
Sincerely,
*** ***Customer Relations & Policy
Dominion Virginia Power

September,
30,
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further
Dominion
made telephone contact to the customer and discussed the security deposit and
billing
concerns. The Company extended the customer’s
security deposit from three months to six months, making the deposit
installments lower for the customer.The
customer appeared to be satisfied with theCompany’s resolution
Again,
thank you for allowing us the opportunity to address the customer’s
concern.If Customer Relations and
Policy may be of further assistance to you or the customer, please call us at ***
Sincerely,
Greg W***
Dominion
Virginia Power
Customer Relations & Policy

Dominion Customer Relations 11:AM** **
** *** *** started gas service at *** *** *** *** *** *** *** on February 26, In reviewing this account, there were no bills that transferred to *** ***’s account from
a previous owner All the bills that are showing on the account are bills *** *** incurred after she put the gas in her name. The payments on this account were not paid in full when the customer did make payments Instead, the customer would make payments in an amount almost always less than the bill and accrued a large balance over time In addition, the bills for January, February and March were all in excess of $during which time *** *** made no payments on this account She made a payment 12/29/in the amount of $at which time her balance was $ Her January, February and March bills added to this balance (with no payments) and that left a balance of $772.90.This customer was turned off on 4/7/and had made no payments for several months, plus she did not call Dominion to question any payment arrangements This customer had no contact with Dominion from 6/17/through 4/7/when she called to find out how to be reconnected. DEO contacted the customer to discuss her issues The call was either hung up or dropped The company attempted to contact *** *** back and received voicemail A message was left for her to call if she wanted to discuss the account The customer has not called back ***

Revdex.com, Thank you for your letter concerning this customerOur records show the same customer contacted the *** *** *** *** on 01/04/regarding the same issueThe customer’s total balance, at the time of contact to the *** was $ On
01/04/17, the Company offered to lower the customer’s down payment from $to $to be paid by 01/11/17, followed by an eight-month installment plan The customer confirmed this agreement with the ***, but failed to keep the arrangement as agreedSince the customer’s most recent bill generated on 1/11/17, the bill balance has increased to $To date, the Company has not received a payment for rendered servicesA current review of the customer’s account revealed another customer has applied for service at the residence If Customer Relations may be of any additional assistance to you or the customer, please call us at *** Sincerely, Greg W***Customer Relations & Policy Associate

[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,
*** ***

On 1/3/a request to terminate service was placed via our website to be effective 1/27/17. We attempted to work the service order but was unable to do so due to no access to the electric meter. A new applicant applied for service at which time we were able to obtain a reading and
completed the original request as of 1/27/17. A closing bill has been issued to the customer The held deposit plus simple interest was applied towards the closing bill and a remaining credit balance was transferred to the customer's current account. The credit can remain on the account and apply to future bills or the customer may contact us at 1-866-366-to request a refund check for the credit amount

The customer was dropped from the budget plus payment plan due to non-compliance. The customer made payment on account and was placed back on regular budget billing
Customer Relations
Akron Eastwood

December 2, 2016Revdex.com,Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate furtherDominion Customer Relations department made several attempts to reach the customer by telephone and we were not
successfulWe regret the refund check complications and the frustration and inconvenience the customer experienced The inadvertent delay in the check refund was caused by internal operational issues which have been resolvedAs of December 1, 2016, a check refund, as the customer requested, was able to be completed and processedThe customer should receive the check at the preferred mailing address very soonAgain, thank you for allowing us the opportunity to address the customer’s concern. If Customer Relations and Policy may be of further assistance to you or the customer, please call us at 1-800-938-2118.Sincerely, Greg W***Dominion Virginia PowerCustomer Relations & Policy