Dominion Energy

[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: [email protected].
Regards,
[redacted]

Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
 
We understand economic conditions may cause difficulties for our customers; therefore, we abide by credit practices...

that are both fair and economical.  We offer short and long-term payment arrangements to help bring accounts to a zero balance over time and prevent disconnection of electric service.    
Our research revealed the customer’s account concerns were handled fairly and professionally.  Based on the customer’s payment history we are unable to offer another extension in lieu of the payment arrangement already offered to the customer today.
We realize this is not the desired outcome; however, we trust our customer will understand our position. 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 & Policy Specialist II

Dominion Customer RelationsApr 15 to me Hello,Below are the findings regarding Revdex.com ID [redacted].According to Dominion East Ohio records we did our due diligence on giving this customer the opportunity to schedule the DOT inspection prior to the service being turned off which would have avoided...

the reconnection fee. Several notices were mailed out. An initial notice advising that access is needed to the meter was issued on 9-23-15. On 1-26-16 the 1st request was mailed, on 2-9-16 the 2nd request was mailed, and on 2-23-16 the last warning was mailed. The company also attempted to reach the customer by phone on 2-2-16, 2-16-16, and 3-1-16 to no avail. There is no record of this customer speaking with the company regarding the appointment prior to the shut off.The statement that which was prepared on 3-3-16 also advised the customer of the shut off notice; the company completed the turn off on 3-21-16. This customer contacted the company on 3-21-16 to restore the service; after completion of the service order the reconnection fee was billed to the account; the charge will stand.The inspection is a requirement of the company’s Minimum Federal Safety Standards.                                                                        On 4-15-16 Dominion East Ohio called Mr. [redacted] to advise him of the findings. A message was left on his voicemail advising him of the findings. The contact phone number was provided for him to call with any further questions. The company also issued a please call letter.Thank you,Dominion Customer Relations

[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 they only offer one resolution and considering I do not have any other choice in the matter, I have to agree at this point. I would like to remain on the budget plan for the next month or so and then see what my usage will be. After that point, I would like to re-evaluate my account to see if there is another option that would best suit my needs. 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]

[redacted] (Energy - 5) <[redacted]@dom.com>12:29 PM to me Dominion East Ohio spoke with the property owner, Mr. [redacted], regarding the unauthorized usage charges  billed from 9/12/14-11/13/14 for the address on [redacted] Avenue NE, Unit Rear.  Dominion East...

Ohio has billed Mr. [redacted], the property owner, for the unauthorized usage charges based on the lease agreement that was provided, which stated that Mr. [redacted] moved into the property on November 1st, 2014. During our conversation, Mr. [redacted] stated that Mr. [redacted] had access to the property during the time of the unauthorized usage, and that he will be holding Mr. [redacted] responsible for the unauthorized usage charges. It has been explained to Mr. [redacted] that the landlord is requesting that he pay the unauthorized usage balance and that an agreement must be settled regarding the unauthorized usage charges between the property owner and Mr. [redacted]. Mr. [redacted] will need to pay his outstanding balance of $189.55, which includes a returned item charges totaling $104.45. Once paid, Dominion East Ohio will schedule a turn on order for the first available appointment with Mr. [redacted]. Customer RelationsAkron Eastwood

Hello,
Below are the findings regarding Revdex.com ID #[redacted].
 On 12-7-15 Dominion East Ohio spoke with this customer regarding the requested document. The company emailed him a verification of service letter to prove that he was a customer at the address in question.
 
A hard copy was...

also mailed to the mailing address this customer provided.
Thank you
Dominion Customer Relations

According to Dominion’s records, the company made an attempt to reconnect the service on July 2, 2015. Field Metering Service was unable to gain access at that time. Our records show we have a turn on order scheduled for July 9, 2015 between 12:00 and 4:00pm, because that is the next...

available date. On 7-6-15 I spoke with Mr. [redacted].  I advised him I would check the schedule during the day for an earlier appointment. He was satisfied with the explanation.   Dominion Customer Relations

Customer account has been noted as a "Life Support" account.  Recently updated from customer's doctor.  We are not able to zero out an account balance owed to Dominion.  In order to start "budget billing," the account must be brought current, no past due or arrears on the...

account.  Keep in mind, budget billing is not a discount on the bill, but rather a budgeting tool to assist customers to even out payments over the course of a year.  Many customers see a spike in their usage during summer and winter bill cycles.  Budget billing can assit in leveling out payments over the course of a year, though the amount of electricity used is still owed.  Accounts are trued up and budget billing adjusted, generally once per year.    Once a customer is on budget billing, regular monthly payments need to be made in the budget amount in order to maintain budget bill status.  We do have payment plans available for customers with past due balances.  Customers may contact our Customer Care and Energy Management center at [redacted] to discuss payment options with one of our credit advisors.

[redacted] (Energy - 5) <[redacted]@dom.com>12:40 PMto me  DEO records indicate that the account ended on 9-30-14 with a credit balance in the amount of $630.07.  On 11-13-14 the refund was approved, printed, and mailed to the Fort Myers, FL. address as the...

customer requested.  If the refund is not received after 30 days from the issue date, the company will place a stop payment on the check and begin the process of reissuing a replacement check.  This process takes approximately 7-10 business days. On 12-2-14 DEO Customer Relations spoke with this customer to advise of the findings.  If she does not receive the refund by 12-13-14 she will contact Customer Relations directly on 12-15-14 to start the reissue process.  Customer RelationsAkron Eastwood

Dominion Customer Relations2:24 PM (41 minutes ago)to me [redacted], CO [redacted] Re: [redacted]
[redacted] Revdex.com  #[redacted]. Regardless of the amount of gas used, Dominion East Ohio bills the Basic Service Charge on each...

statement generated, whether it is for a month or any portion of a month, as long as the meter remains open and the account is active. The Tariff establishing the Basic Service Charge was approved by the PUCO. The Basic Service Charge is a billing charge that is charged on every bill regardless of how many days is on the bill. If there is a 30 day bill or a 1 day bill, the full basic service charge will be on the bill and is not prorated. Below explains the charge: • The Basic Service 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 & other facilities • Basic Service Charges consist of the Basic Service Charge, Automated Meter Reading Cost Recovery Rider & Pipeline Infrastructure Replacement Cost Recovery Rider o Applies to Residential, Non-Residential, & Large Volume • The Basic Service Charge is not prorated Ms. [redacted] was contacted regarding the basic service charge this is not a monthly charge explained to customer weather the bill is 1 day or 30 days this fee is charged and approved by the PUCO.   Customer was advised this is not and will not be prorated for the service charge it is not a monthly charge.    Ms. [redacted] was not in agreement.       Dominion Customer Relations

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.
 No resolution was mentioned on this response. Also there was no mention I made numerous phone calls to Dominion to check the status and each time they told me that someone would be out there that night.it was not as cut and dry as this response appears.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted]
[redacted]
[redacted] , OH  [redacted]
 
       [redacted] called on Sept. 2, 2014 to begin service at [redacted]  Using Mr. [redacted] information as to where he was moving to, an appointment was...

scheduled for gas service  to be turned on for the third floor unit on Sept. 5, 2014. When Dominion arrived to turn on the gas service, Mr. [redacted]'s roommate was at the premise and advised that they needed gas service to the downstairs unit not the third floor. The technician called dispatch and was advised that the only accountholder was Mr. [redacted] and he would need to call to reschedule the turn on for the correct unit. Mr. [redacted] called Dominion to reschedule the appointment for the correct address of [redacted] Since Mr. [redacted] was providing the address as [redacted], the agent was not able to locate the correct meter to schedule the turn on. A meter number was provided but it was not a valid meter number. Dominion contacted Mr. [redacted] to resolve the issue leaving a voicemail on Sept 9, 2014.  Mr. [redacted] returned the call and gas service was turned on to the correct address. 
 
Mr. [redacted] requested a resolution of the security deposit being waived and three months of free gas service.  DEO is a regulated company and unable to provide free gas.  However, the security deposit was waived.

[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]I'd like to add that Greg W[redacted] from Dominion Power Customer Service was very responsive and I really appreciated his efforts to assist!!
Regards,
[redacted]

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.
For all intents and purposes I consider this matter closed.  We have our gas turned on and the security deposit was waived so I'm happy as far as that's concerned.  However, in reading Dominion's response to my complaint I was surprised to see it written that [redacted] is my correct address and that I called on the 9th to have service turned on there.  My address is in fact [redacted], the very address where I first asked to have services turned on, and I never requested services to be turned on at [redacted].  I am only bringing this to your attention because it is obvious that the meters at my residence are not accounted for properly in Dominion's system and, based on their response to my complaint, it seems they still remain as such.  I am bringing this to your attention so that this same thing doesn't happen to the next tenants who live in my apartment and if it does you will have a record of this.     
Regards,
[redacted]

DEO is showing that this account was recalled from both collection agencies and neither one should be making calls any longer. If the agencies don't have record of the account being closed, there may have been an issue with them processing the file. DEO will make sure that they manually update their records. I 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 end. 8/7/15 DEO called to advise Mr. [redacted] of the findings. Thank you,Dominion Customer Relations

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

This complaint was assigned ID [redacted].
IN RE:  [redacted], YOUNGSTOWN OHIO
CUSTOMER:  [redacted]
ACCOUNT # [redacted]
 
Dominion East Ohio apologizes if any information requested was not updated correctly or accurately on Mr. [redacted]’ account. ...

We did receive a returned bill from the United States Postal Service on 7/22/14 so a billing statement was mailed to the customer to advise him of the balance that was due.
Dominion East Ohio spoke with [redacted] four times before the billing due date and advised the customer that the balance of $292.60 that was due by May 8, 2014.  The customer had ample time to make the payment by the billing due date as he was quoted this balance on 4/22/14, 4/24/14, 4/29/14 and 4/30/14.  A customer does not need a bill to process a payment on his/her account.
Once the payment has been received, Dominion East Ohio will notify the credit bureau and the debt will reflect as “paid in full” in approximately 30-60 days from the date that payment has posted.  The payment has not yet posted at this time.
Dominion East Ohio apologizes for any inconvenience this has caused [redacted]. /KB

I have never been more disgusted with a company as I am with Dominion. The customer service is horrible and they are very unfair. This company does not stand behind their mistakes and they do not care about customer satisfaction. I will not stop here. Something needs to be done.

[redacted] <[redacted]@hotmail.com>
Nov 26 
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 44281

[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]