Dominion Energy

Thank you for forwarding our customers concern to usWe have been in touch with the customer and addressed the billing inquiryWe have also forwarded information to be completed by the customer and doctor and returned to us so we can note their account that a medical condition exist in the home
We have initiated an acceptable plan with the customer to address the inquiry
Please let us know if we could be of further assistance
Sincerely,
*** ** ***
Dominion Customer Relations

*** * *** (Energy - 5)
11:AM (hours ago)
to me
Dominion East Ohio Customer Relations has called Ms*** and apologized for the inconvenience DEO will listen to the phone calls that contributed to the error and use them as
coaching/teaching tools
Customer Relations
Akron Eastwood

Dominion Customer Relations 1:PM ** ** This complaint was assigned ID ***.According to our records her account #***was billed from August 11, thru March 2, Her total ending balance was $257.16.*** *** stated a family member
had moved in; however, they never transferred gas into their name*** ***’s uncle, *** *** was contacted by DEO Hotline on 04-30- He has agreed to accept billing as of December 15, 2014. The correction has been made resulting in an adjustment to *** ***’s active account Her current balance is $ This includes a current bill of $plus one third security deposit $and late payment of $ (The lpc will be cancelled) Once cancelled, her new amount owed will be $ Please note, as of today, she is no longer in disconnection status.We apologize for any inconvenience this may have caused.4-28-DEO attempted to contact *** *** twice and could not reach herI left messages for her to call me and we can discuss the complaint I also sent her a please call letter./mr

December 1, 2014Revdex.com,Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and respond as necessaryAlthough Dominion does not directly handle customer electronic payments, we offer several payment methods for our
customers. It appears the customer experienced a payment issue on November using our vendor ***; however, our investigation with *** did not reveal any issues with their payment system on this date. Dominion customers may choose free payment options such as automatic bank draft, or by signing up for electronic billing (*** under *** *** *** *** via our website. The non-free payment options such as, credit card or debit payments using the automated service through *** or authorized payment location centers, are used by our customers at their discretion. Certain convenience or transaction fees may apply. To learn more about these payment options, the customer may contact our Customer Service Center at *** or visit *** and type keywords: "Payment Options." 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 & PolicyDominion Virginia Power ?

Dominion Customer Relations
12:PM
to me
This complaint was assigned ID ***
Ms*** started service with Dominion on 11-25- DEO deposit is normally credited back to the active account after months of on-time payments
Ms*** did not make a payment in the month of April 2014; therefore, the security deposit was still being held even though the account became final The security deposit of $was transferred to the new active account until the customer completes months of on-time payments.
The final bill for Ms*** was cancelled out and was re-billed from 10-07-read of through 11-05-read of for a total of mcf usage for days This way Ms*** is only charged one monthly service charge for the billing periods
A telephone call was placed to Ms*** on 11-13- The security deposit was explained Ms*** is expecting a new final bill for the previous address in question The customer did not have any other concerns DEO Hotline telephone number was provided if she has any future questions or concerns/ ***

*** * *** (Energy - 5) Feb 5 to me Mr***’s account was corrected and the customer’s read was helpful in determining the actual billed amountHis account was originally billed using an actual read that was obtained from a DEO service
technician on 1/26/After review, the reading the technician obtained was either misread or entered improperlyThis generated a higher than bill for the address of *** *** *** The customer is satisfied with the results and appreciated the issue being handled swiftly. *** ** ***Customer RelationsAkron Eastwood

Mr*** did not contact Dominion East Ohio to schedule a turn off of service at the *** Avenue address. If Mr*** had requested a disconnection of service, a forwarding mail address would have been requested. A new party requested service at the *** Avenue address in April,
2009. This is when the account for Mr*** closed. A final bill was issued to Mr*** in the amount of $1086.25. Dominion East Ohio will not waive the final balanceThe balance must be paid in order to receive new service
A telephone call was placed to Mr*** and a voicemail message left to return a call to Customer Relations
Customer Relations
Akron Eastwood

*** * *** *** * ** ***3:PM ** ** Dominion East Ohio completed the restoration on 3/31/ The technician that did the restoration states that if the surface is leveled too much now, when the dirt settles, it will be too low. Dominion East Ohio contacted the customer and left a contact number for the customer. Customer RelationsAkron Eastwood

[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,
*** ***

Dear Revdex.com, Thank you for bringing our customer’s concerns to our attention. The meter installed at this service location is equipped with an Encoder Receiver Transmitter (ERT). The ERT allows us to read our meter remotely while driving through an area in a
specially-equipped van. Our records indicate we received notification from the customer about a potential issue with our metering equipment on July 29, 2016. As a result, we created a service order to inspect the meter. We discovered the dials on the meter were correctly recording the actual usage but the ERT had stopped transmitting the meter data on August 2, We completed a meter exchange order to remove to install a new meter and removed the old meterOur representative obtained a “visual” meter dial reading of from the old meter and the ERT reading of 35951. In this instance, this is not a non-recording meter situation since the actual meter continued to correctly record actual usage, but the ERT was not relaying the meter data correctly. We were able to determine the ERT stopped transmitting data on April 21, 2016. The electric service account was re-billed for the usage from April 21, to August 19, on September 1, 2016. When an account is undercharged the Company will re-bill the customer for the usage up to days in accordance with our Terms and Conditions filed with the Virginia State Corporation Commission. We regret any misunderstanding between the customer and our associates. In view of our findings, no billing or credit adjustments are warranted. Again, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of further assistance, please call us at *** Sincerely, MsKC*** Dominion Customer Relations & Policy Specialist II

Revdex.com,Review of the customer account indicates the customer entered into an arrangement 7/3/and satisfied the required down payment in order to activate that plan that same dayIt does not appear, therefore, that further action is required.The customer can contact Customer
Relations & Policy at 1-800-938-if there are additional questions.Sincerely,CB***Customer Relations & Policy Specialist I

Revdex.com,
Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
After receiving this inquiry Dominion’s Customer Relations department reached out to this customerDominion reviewed the
transferred charges in question with the customer and determined that they were accurateAs part of the conversation regarding these charges and the customer’s account, a long term payment arrangement was initiated
Again, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of any further assistance, feel free to call ***
Sincerely,
D*** Garrett
Customer Relations and Policy Specialist
Dominion Energy Virginia

Dominion Customer Relations 2:PM to me ID *** *** *** *** ***Lorain , OH 44052Mr*** was billed a security deposit for *** *** Avenue Apt #because he was a new customer to DEOAll customers that
establish service for the first time with DEO will be billed a security deposit.Mr*** has meters at *** *** AvenueEach meter is billed a Basic Service Charge.The Basic Service Charge is a billing charge that is charged on every bill Regardless of the amount of gas used, Dominion East Ohio bills the Basic Service Charge on each statement generated, as long as the meter remains open and the account is activeThe tariff establishing the Basic Service Charge was approved by the PUCO.On 01/06/15, DEO called Mr*** and advised him of findings

October
6, 2016
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 high bill concerns.
Additionally, the...

Company exchanged the customer’s meter with a new meter. The
Company forwarded the customer’s old meter to our Meter Shop, located in
Richmond, Virginia for a time-run meter test. 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. 
When the
time-run meter test is complete, the Company will notify the customer regarding
the meter test results.
In
regard to learning more about Energy Conservation, the customer may visit our
website a[redacted] and enter Energy Saving
Tips in the search field or feel free to contact our Customer Service Center at
[redacted]
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
[redacted].
Sincerely,
Greg W[redacted]
Dominion
Virginia Power
Customer Relations & Policy

Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
 
While it is never our desire to interrupt electric service to our customers, we use various channels to communicate...

pending credit action.  A review of the customer’s account revealed a notice was displayed atop the electronic bill generated on 10/22/14.  On the same day we mailed a separate notice to the mailing address on file.  Additionally, two courtesy calls were made using the phone number listed on the account on 10/27 and 11/04; on each occurrence a person answered.  To protect our customer’s privacy we furnished copies to the customer via email to review. 
 
The payment receipt information was reported after normal business hours on 11/06; therefore, the service was restored the next day.  In the absence of negligence on the part of Dominion, no billing adjustments are warranted.
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]
Dominion Customer Relations

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.
Was not uncertain and was told by the person I talked to that they would be looking into which contactor was in the area at the time and would follow up. Dominion power contracts the company so yes the fault lands on dominion power for contacting such rude contactors.
Regards,
[redacted]

Ms. [redacted] has had several accounts with DEO. Her most recent address of [redacted], Cleveland, Oh 44102.  DEO did not require she send in proof of who she was on any one of her accounts. This is normal procedure and when a customer calls to establish service, the information given is trusted to be that of the customer's. Last year Ms. [redacted] called regarding her previous DEO balance and the account in question was brought up. That call was made February of 2014 and was available for review.  However, regarding the call to start service in 2008, DEO is required to retains records for 3 years. Unfortunately, this call can't be retrieved. DEO called and advised Ms. [redacted] of all this information.  She stated she is having a problem retreiving documents because this was so long ago. I asked her what documentation does she have and she stated student loan information with what her address was. I advised her to send in any information that she may deem helpful. She stated ok and thank you. Dominion Customer Relations

October 3, 2014
Revdex.com,
Thank you for bringing the customers' concern to our attention.  We appreciate the opportunity to research and investigate further.
Dominion made the appropriate billing adjustments to the customers' account on October 2, 2014.  We regret...

the circumstances that led to the billing issue.  The customers are very satisfied with the Company's resolution.
Again, thank you for allowing us the opportunity to address the customers' concern.  If Customer Relations may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
[redacted]

Dominion Customer Relations1:01 PM to me DEO Response8-25-16 8-25-15 Dominion Customer Relations contacted Supervisor for Construction and Maintenance.  He stated that he had spoken with Ms. [redacted] and everything is now resolved. He apologized for any confusion with the...

communication and gave her his cell number in case she has any other questions or concerns. She had a plumber fix her leak, so no turn off should be necessary. 8-25-16 Dominion Customer Relations contacted Ms. [redacted]. She confirmed that she had spoken with the Supervisor and everything is now resolved and she would be contacting the Revdex.com to advise them of the same. Dominion Customer Relations apologized to Ms. [redacted] for any inconvenience this may have caused her.She appreciated Dominion East Ohio calling her back. Dominion Customer RelationsVR

Dominion Customer RelationsMay 6 to me  [redacted] ID [redacted] A work order was scheduled to turn on service on 5/5/2016.  This is an all day service order for a turn on for non-payment. A DEO Technician arrived at the home...

at 14:46 pm (2:46 pm) and waited for 11 minutes.  No one was home.  The Technician  left a note on the side door that we were there but no one was home.  The Technician had to move on to his next stop and he left at 14:57 (2:57 pm). The next service order to reconnect is scheduled for today 5/6/2016. I called the customer and went over the issue with her, the customer was satisfied and thanked me for calling her. Thank YouVickie M[redacted]Customer RelationsDominion East Ohio