Dominion Virginia Power

Review: I have a problem with this companies callus customer service and not allowing two days before disconnection. The bill was due today and they wont extend my payment till the early morning of the 4th. I have received assistance from a local organization that has not yet credited to my account.The customer service rep that I spoke with says that it is only a pledge and not a payment so you will still be disconnected. When I asked to speak to a supervisor..she told me it would be no good because they are going to tell me the same thing. What I dont understand is why does Dominion participate in these community programs if you really dont intend on helpi g those who use these resources for a help.I dont get paid until the 4th.is it really neccessary to cut my service off just after 1 day?Desired Settlement: Allow me to pay a day late after the disconnect due date.and train your customer service reps to have some form of compassion and helpfulness

Business

Response:

Revdex.com,Thank you for bringing our customers' concerns to our attention. Review of her account shows that the requirements needed to maintain electric service have been fulfilled. The customer is not at risk for interuption.Further questions can be addressed by calling Customer Relations & Policy at [redacted]Sincerely,

Review: I was sent a letter from Dominion Power of a Program which was offered to their customers. This program is called In Home Electric Line Repair. In the letter, I was encouraged to sign up for this program which I did in March. The cost of signing up for the program was $3.99. In the letter which was sent stated that the $3.99 will be included in your electrical bill every month. The money was deducted in the month of April.

On May 8th I contacted the company, to inquire about their services and they informed me that no money was received from Dominion Power for the In Home Electric Repair Program. They informed me to contact Dominion Power.

When I called Dominion Power on 5/11/18 and I was transferred to several departments and a supervisor called Lynn informed me that I had to make a separate payment for the In-Home Electric Line Repair program which was not true. The letter from Dominion Power specifically said, that it will be included in my bill, which would be April’s bill.

The money was deducted and then credited back to my account. She also informed me that since I have a claim, I have to take care of the electrical problem in my home and then sign up the next month. I have a copy of the letter which stated that after 30 days you can make a claim. They were transferring from department to department and did not provide a valid reason why they cancelled my claim. Every month my bill is paid.

My claim should have started on May 1st. I followed the instructions stipulated in the letter. I want the $3.99 In Home Electric Line Repair to be reinstated from April and my claim to be processed for May. Please contact [redacted]l, Senior Vice President because she is the person who sent out the letter to all the Dominion Power customers.Desired Settlement: I want the $3.99 In Home Electric Line Repair to be reinstated from April and my claim to be processed for May. I would like to either receive a phone call, email or letter concerning this matter and an apology for this.

Business

Response:

On behalf of Dominion Products and Services, Inc. ("DPS"), I am responding to the above•referenced complaint concerning DPS's In-Home Electric Line Repair Program ("Program"). Please note that it is DPS, not Dominion Virginia Power ('DVP,,), which is the appropriate respondent in this matter. DPS denies the allegations of wrongdoing by Complainant. Complainant, who is an electric utility customer ofDVP, emolled in the Program on March 27, 2015 by signed business reply card. Under the Program, the monthly charge of $3.99 is billed on a customer's monthly DVP bill in a separate and distinct section of the bill. As set forth clearly in the Program terms and conditions, customers become eligible for coverage after the first payment is received by DPS and enrollment in the Program exceeds 30 days. Moreover, to maintain eligibility, a customer must ensure that he or she is paying timely and paying enough each month to DVP to cover both DVP's charges-to which all payments are always first applied-and DPS's charges. After his March 27, 2015 enrollment, Complainant's first DVP bill statement containing the $3.99 Program charge was issued on April 30, 2015. However, when Complainant called in a Program claim to DPS on May 8, 2015 he was denied because as of that date DPS had not received the required first Program payment. 1 While DPS regrets that this situation has occurred, it stands by that denial. In conclusion, DPS has done nothing wrong in this matter and respectfully requests that the complaint be closed.

Consumer

Response:

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,

Review: On November 20, 2014 I received a phone call from my distraught fiance regarding our Dominion Power Account. She informed me that she got a strange bill in the mail and after calling Dominion to inquire about it, she was told something very shocking. We were told that our service had been cancelled because another individual had set up services using our address. My fiance was told that we owed money for October, November and a reimbursement check that we received for around the amount of $140.00. We have been living at our current address since May of 2014 and have been using Dominion Power since that time. My fiance stated that the customer service supervisor provided nothing but sarcastic and patronizing opinions about how "Dominion Power does not deny service to anyone." I understand that everyone has the right to be supplied power by this company, but how does Dominion Power have the right to cancel our service without even speaking with us? Somebody fraudulently established a service connection using my address and I AM RESPONSIBLE? Not a chance. We have paid on time every month and have had no issues, late bills, or discrepancies of any kind. After hearing this information, I decided to call Dominion and speak with a supervisor. I called Dominion at 3:17 pm on 11/20/14 and was put in touch with a supervisor who stated her name was"[redacted]". I would not be shocked to find out that this is a false Identification number. After stating my problem, I was promptly and quite sarcastically answered with "We don't deny services to anyone". I asked her how she could possibly say that when her company, Dominion, allowed a person to cancel my power contract who does NOT EVEN LIVE AT THE ADDRESS. This is fraudulent and extremely unethical for Dominion to shut off services for a home without speaking to the owner to confirm this BEFORE cancelling our contract. I want answers and I want them right now. I asked [redacted] if I could have her address so that I could cancel her power with Dominion and start my own fraudulent account. She stated that she would not give me her address. I asked her why? If Dominion doesn't deny services and there is no issue with people calling and canceling other peoples contracts, then it shouldnt matter. [redacted], the customer service representative was unbelievably sarcastic, rude, and belittling and quite possibly was the least empathetic human being I have ever encountered in the professional world. She is a shameful representative of your company and would serve this pathetic company better as a custodian. I DEMAND an apology and I DEMAND that this be addressed and that our account be credited as a result of Dominion Power terminating my contract without notification or permission. If this is not addressed, I will pursue legal action. My phone number is [redacted] and this is in reference to account # [redacted]. This account is under my fiances name, [redacted] My name is [redacted]. I expect to get a response IMMEDIATELY, as I am fuming.Desired Settlement: I DEMAND an apology and I DEMAND that this be addressed and that our account be credited the months of October and November at no charge to us as a result of Dominion Power terminating my contract without notification or permission. If this is not addressed, I will pursue legal action.

Business

Response:

Revdex.com,

Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.

We apologize for the incident that caused our customer’s account to close in error. When an applicant requests service at a new location, we accept the new application in good faith unless there is questionable information. If the applicant’s information is questionable, we may request a lease or proof of ownership to complete the application process. The alternative would be to verify this information for each applicant, which would be very time consuming and costly. The existing practice generally works for all involved; however, there are rare exceptions, as in this instance, when the address was given or received incorrectly. Our investigation revealed our associate repeated the address to the applicant. Unfortunately, this human performance error went undetected.

On November 20, the account was re-established with a new account number for the customer of record. Additionally, we applied a goodwill credit of $30, and waived the deposit. We regret any inconvenience and frustration this matter may have caused.

Again, thank you for allowing us the opportunity to address this customer’s concerns. If you have any additional questions, or if we can be of further assistance, please call us at [redacted].

Sincerely,

Dominion Customer Relations

Consumer

Response:

[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.]

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,

My family and I have been without lights for 6days its not due to not paying the light bill its due to the fact that the previous tentants were stealing power. Dominion power listed what needed to be done in order to receive service which was done but it seems to be that the employees lie to customers and say they received the paper work they asked for them transfer you to a repersenitive that has know idea what they are doing because a supervisor doesn't want to speak to the customers. They show they do not care about the Customer but would be happy to take my money still have my family and I in the dark its to point I will need to get a lawyer because dominion power is a company that steals and lies...

Review: my roommate has to keep his shots refrigerated at all times for medacine to work correctlyDesired Settlement: I want dominion virginia power to eat the 5024.74 because I have asked for 8 years to have this bill put on budget billing .I have heard excuse after excuse and lie after lie had bill paid down asked to be put on budget billing had some reason why they could not do it and when I got next bill it was 800.00 no one in A TWO STORY HOUSE USES THAT MUCH POWER AND IM TIRED OF DOMINION VIRGINIA POWER OVER CHARGINIG PEOPLE .PLUS THEY HAVE BEEN ASKED SEVERAL TIMES OVER 8 YEARS TO PUT THIS ACCOUNT ON BUDGET BILLING AND CHOOSES NOT TOO .DO NOT HAVE THAT SERVICE IF YOU ARE NOT GOINGING TO DO WHAT SCONSUMER ASK.DANG Ashame the governmeant does not allow virginians to choose their light company but we can choose phone.cable,and internet.

Business

Response:

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.

Consumer

Response:

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.

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

Regards,

Review: I moved on April 28th, 2014. Around one month prior to moving, I provided Dominion VA Power with my new address. However, Dominion apparently messed-up my new service address. Basically, the long & short of it was that they weren't billing me, for MONTHS! MULTIPLE Times EACH Month, I would call them, to request my amounts due, AND Insisting that I wanted to PAY THEM. However, THEY Kept Advising ME NOT to PAY, as it would likely NOT Be Credited to the proper account. (Apparently, in the beginning, they were billing the management company of my apartment. I paid my management company for my electrical service, until Dominion could "Correct" their problems. In ALL, They set-up FOUR (4) Different Account Numbers for Me! Late in the afternoon on Tuesday, September the 23rd, 2014, they disconnected my power, Much to My Surprise! Now, They are telling me that I have to pay $433.91, ALL at Once, in order to reconnect my power! And, They told me that because my power was disconnected, They WILL NOT offer me a Payment Plan. (Even though I have been communicating with them, ALL Along, and I have verbally Insisted that I WANTED to Pay Them, Each Month! However, multiple times they could NOT provide me with an amount, and when they FINALLY provided me with an amount for my old address, THEY Advised ME NOT to PAY ANYTHING!)

The amount of $434.91 includes the following:

*My previous bill on my old address--$217.00,

*Some kind of ridiculous credit which they gave me in a billing error, which they now want back,

*A Deposit of $94.00 +$10 per month?,

*Connection Fees,

*And, my New bill, Etc.!Desired Settlement: Turn my power back on, IMMEDIATELY, and accept a Payment Plan. Plus, Refund me my deposit! (NO Deposit!) Additionally, I should NOT have to pay a Reconnection Fee!

Business

Response:

Revdex.com,

Thank you for bringing our customer's concerns to our attention. The customer's electric service was disconnected when this inquiry was received. Pending review of transferred charges, the customer was reconnected with payment of the required reconnection amount minus the disputed charges.

Review of the disputed charges found a decrepancy in transferred charges between the closed account and the active account. Partial adjustment of the disputed charges is now posted to the customer's account. The remainder is the customer's resposibility.

The customer also filed an inquiry with the VA State Corporation Commission (SCC). Communication through the SCC resulted in customer acceptance of the current account status. The SCC also advised the customer that we are offering payment arrangements if needed.

Per the SCC, the customer has accepted our review and understands payment arrangements are available for the account balance. Please contact us at [redacted] if you have further questions.

Sincerely,

Review: My mom went to pay her light bill at [redacted] and gave them the wrong account number. the $230 payment was credited to the wrong account. even with the receipt dominion refuses to credit it to the correct account. my mom is on a fixed income and only gets a check once a month and its is nearly impossible for her to come up with the money again!Desired Settlement: for the money to be credited to the correct account

Business

Response:

Revdex.com,

We contacted the customer of record for the address provided. Conversation with the customer today revealed this to be a family issue that should be resolved amongst themselves.

The customer was offered information to submit required documentation to support the request to transfer payment. The customer declined to accept the information.

Please contact Customer Relations at [redacted] if you have further questions.

Sincerely,

Dominion Customer Relations

Consumer

Response:

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.

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

Regards,

It is not a family issue...$230.00 was paid on the wrong account regardless of whether shes her niece or not. Information was not taken because the representative from dominion made it sound like even it she did it that she still wasnt going to get her money transferred to the right account. The representative from dominion stated that she believed my mom paid it!