Dominion Virginia Power

My son, while over to help me with various homeowner issues (I'm 83 years old and need a bit of assistance on this) discovered that my electrical meter box was coming away from the wall and was in danger of falling off completely. I called the customer service number on a Saturday,and on Sunday a friendly, competent serviceman was on my doorstep. He promptly secured the box against the wall again and eased my mind (and my son's). I was very impressed with the speed and efficiency of the service provided. Thank you.

Review: To Whom It May Concern:

On 06/22/2016 I called Dominion Power to establish new service at [redacted]. The events that transpired on this phone call are shocking to me.

I had an account with Dominion Power which was terminated over a year ago. It was terminated in or around May 2015. I changed my name legally by court order, signed by a judge on 10/14/2015 while a resident of Washington, DC.

Complaint number one is that Dominion forced me to open the new account for service in my old name. This is probably illegal. My name on my ID, my name on my credit report, my name with social security, my name with voter registration, my name with the apartment lease, my name with selective service- is [redacted]. How can they do this? They are relying on an account for service that I had with them over a year ago as accurate data. Well data changes.

Complaint number two is that Dominion then pulled my credit with the old name. Well the credit bureaus have my new name. So in my opinion the response on the credit check was negative. They did not get my credit score and data because they used a name which I do not go by.

Complaint number three is that they demanded a deposit of an eye popping $260 dollars. This is completely absurd. The representative told me they need to collect approximately two months worth of charges and let me tell you it is impossible for a 600 square foot apartment to have a power bill of $130 per month. I have a similar apartment now and the bill is $50-$60.

In my opinion the deposit is high because they tried to run my credit with the wrong freaking name. I asked the rep multiple times that we should discuss this with someone else. The rep said there was no compliant process for Dominion Power. The rep said she could get a supervisor but she implied they would just say the same thing. I asked the rep who regulates Dominion that I could contact to complain and the rep said she didDesired Settlement: not know.

The rep mentioned maybe I have bad credit. I have an account with [redacted] that has a limit of $18,500. I have a [redacted] with a $5,500 limit. I have another [redacted] with a $7,500 limit. My credit score is over 700. I have had two mortgages in my name and one of them was a conventional nongovernmental insured loan. I can assure you that there is no problem with my credit. If I had bad credit do you think that a luxury apartment complex would rent to me.

I demand that Dominion list my correct legal name on the account. I was told to email them the documents to prove the name change and that they would make the change. No response received from them and I am guessing I will need to call them many times to get this done. I have emailed the documents to them proving my name is [redacted].

I demand that the deposit amount be reviewed because I feel that it is incorrect. The entire situation is absurd to me.

Thank you for your time and consideration of my letter. I appre

Business

Response:

Revdex.com,The complainant has a customer record with a name he states is no longer in use. In order to change the customer data we must receive the court documents related to the legal change in name. Once received the customer record will be changed. The customer has been advised how to provide this information.Security deposits are based on the average electric usage at a premise over at least a 6 month period. This particular premise does not have 6 months usage and is subject to the minimum security deposit amount of $260. Once 6 months usage has been recorded the security deposit can be reassessed.For further questions or concerns call Customer Relations & Policy at [redacted] Sincerely, [redacted]

Consumer

Response:

The court documents were emailed to Dominion Power yesterday. They have the proof of the name change!!!!!!!!!!!!!!!!! I would like something in writing that says the name on the account has been changed to [redacted].

Business

Response:

Revdex.com,As of 12:18 today 6/23/16 documents received from the customer were processed to change the customer record to show the current legal name. This same information has been sent to the [redacted] per their request.If the customer needs further verification of name change he may visit [redacted] and sign in or register to view his new account. He may also call Customer Relations & Policy at [redacted]

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,

Review: im just wondering how many times I can be charged a $600 deposit from this company? I have had service for about 13 years and have been charged the deposit at least 3 times for a total of $1800. Is there a limit to how much of my money they require to keep for a deposit? out of the $1800 they have received for deposits, none has ever been refunded to me along with interest. their website says that after a year they will reassess the account, and if paid up to date and on time they will refund the deposit amount with interest, if not then you would receive the refund back once your account is closed. So I just want to know how can they charge a deposit two more times when they already have a deposit for $600 on file?Desired Settlement: I think that before I should be charged additional deposits, that my initial deposit should have either been used towards my bill or it should have already been refunded to me. There has to be a limit to how much money they can require to keep "on file".

Business

Response:

September

7, 2016

RevDex.com,

Thank

you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and

investigate further.

The

Company made telephone contact to the customer and discussed the deposit

issue. The customer was charged a

security deposit after the Company’s billing and payment assessment. Based on our

records, the previous security deposit was applied to the customer’s account on

March 31, 2010.

Additionally,

the Company shared ways to conserve energy by using the Company’s recommended

thermostat settings for the winter and summer (68 for heating and 78 for

cooling) and to ensure home appliances, such as their heat pump, are functioning

properly. To learn more about energy

conservation, the customer may contact our Customer Service Center at [redacted] or visit our website at www.dom.com and enter “Energy Saving”

in the search field.

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]

Review: I received a call from Dominion Virginia Power on 8-19-2016 at 5:09 pm. I was not home and they left a message stating that my power was due for disconnection as early as tomorrow, 8-20-2016.

MY BILL CLEARLY STATES THAT I HAVE UNTIL AUGUST 29,2016 TO PAY MY BILL!!! I HAVE NO OPTIONS TO CORRECT THEIR MISTAKE BECAUSE THERE IS NO ONE TO SPEAK WITH UNTIL AUGUST 22, 2016. THEIR MISTAKE IS CAUSING ME GREAT STRESS AS THE WEATHER IS DANGEROUSLY HOT and I MAY BE WITHOUT POWER FOR 2 OR 3 DAYS. AND THEIR OWN DOCUMENTION SENT TO ME CLEARLY STATES THAT I HAVE UNTIL AUGUST 29TH, NOT AUGUST 20TH.Desired Settlement: If my power is turned off before my statement clearly shows. I am due compensation for loss of food and suffering in the extreme heat.

Business

Response:

Customer has a valid concern. Dominion did call and left a voice message to apologize for the confusion with the automated message. The service was not in danger of disconnection until after the notice date, but the message didn't say that. We are reviewing our process. Account currently has an extension on payment until 9/12/16

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,

Review: On 4November of 2013 I began renting [redacted] In early January of 2015 the apartment above mine caught on fire rendering my apartment uninhabitable.

On January 16th of 2015 I signed a lease for [redacted] I closed out all of my accounts for the [redacted] apartment at this time.

I received the closing bill power for the [redacted] in late January and paid it in early February.

I have recently discovered that on 31th of July 2015, six months after I moved, that without my knowledge or consent Dominion Power opened an account in my name for [redacted] The bill was never paid and has been sent to collections. I never lived in the apartment that this account was created for and have provided Dominion with proof of residence at [redacted] in the form of a lease and a power bill they sent me for 37th St. location at the same time the illicit account was created. Dominion told me that without the signature page from the Ocean View Apartment lease that they could not precede with their investigation.Desired Settlement: This issue should be resolved by Dominion Power removing my name from all accounts, taking my name off of any collection agency list and removing all illegitimate debt from my name in addition to removing any record of it from my credit history.

Business

Response:

June 17, 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 her concern. The Company regrets the inconvenience and frustration

the customer experienced while attempting to handle this matter. Our investigation concluded

the customer is not responsible for the debt. Dominion has requested the

collection agency to update their records. Additionally, the Company will

ensure the customer’s excellent payment history is restored. The customer appears to be 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 or the customer, please call us

at [redacted]

Sincerely,

Greg W[redacted]

Terrible online and phone customer service. Problems cannot be taken care of online and wait times on phones are abhorrent.

Review: I have requested service cut off on two locations listed Apt [redacted] and [redacted] I was billed for both locations after the service cut off dates and They send me the bills.

I call then twice after being on hold for more than 30 minutes. They still not resolved the case and gave me the refunds.

This is not the first time and Dominion Power continues to rip off people with over charging and multiple billings.

If I was not careful I would have paid the bills for both locations.... The company does not check its web site service cut off request dates and its billing processing dates ...The continue to bill customers without making sure that the service is on of off. This is totally unacceptable and mostDesired Settlement: 100% refund on both accounts

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.One of the two locations indicated were incorrectly billed past the requested turn off date. The final bill has been adjusted and re-issued.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 any further assistance, feel free to call [redacted]Sincerely,Daniel G[redacted]Dominion Virginia Power

[redacted] in the name of Georgie L. E[redacted]: called 8/23/16 to have service cut off effective 8/30/16. Gave information that Georgie was deceased. On 9/8/16, I was at the house and discovered that electricity was still on. Called to find out why, they said had to verify death of Georgie before could turn off. I was not told that with my first call. I could have sent the verification. then told they had just verified her death that day and would cut off as soon as they could. Could not give me a day and would not give me a return call to verify it was turned off, said I had to call back to verify. (House was closing on sell the next day.) So on 9/9/16, I called back to see if electricity had been cut off and was told the electricity was still on but the service went out of Georgie's name on 8/30/16, and any electric bill after that was the responsibility of the Power Co. Been nice if the customer service person had told me that on 9/8/16. Hope my last bill reflects the 8/30/16 cut off date. Or I will have to call again. Customer service needs much more training!!

Review: Hi there, I am a customer of Dominion Virginia since August 2015. The bill they charged me since 2015 seem to be much higher than the electricity I have used. For example, I was travelling abroad from May 2nd to June 2nd this year, and they still charged me 291 kWh in total in the 05/10-06/09 bill. I cut every electricity appliance out of power during my absence, and I could not use that much electricity during that time.

Based on this, I think there is something wrong with the meter for my account and they need double check.

I made a phone call to Dominion Virginia and could not get the desired outcome.Desired Settlement: Please help re-check my electricity meter and refund me the extra charge.

Business

Response:

Revdex.com, We contacted our customer and reviewed her charges and corresponding usage. The meter used to record her usage transmits at the same time each day so we are able to give her a very good picture, if you will, of how she is using power every day. We found usage during the time period she was out of the country did in fact decrease. The usage during that time stayed basically the same each day until she returned. This seems to indicate the meter was and is recording usage properly. However, as a courtesy to our customer we have requested a meter test to verify the meter is recording appropriately. She will receive a letter detailing the results once completed. In the meantime, we suggested she contact her apartment complex management to request an energy audit on her unit to insure there are no issue that would result in excess power usage. She has indicated she is satisfied with our response and the actions taken on her behalf. If there are further questions, please contact Customer Relations & Policy at [redacted] Sincerely, C. Boyd - Customer Relations & Policy

Review: My service was disconnected due to nonpayment. I have since paid the amount I owed. I moved for work immediately before disconnection to Ohio. I am employed by Planned Parenthood Votes, an organization that is actively campaigning for the Democratic ballot in both the Presidential and Ohio US Senate election. I have been attending doctor's appointments in Cleveland since mid April, and have been employed with PPV since May. I have not been to my apartment in Virginia since I was employed. The electric company had their meter unlocked and outside of an apartment building. Someone was tampering with my electric meter and accrued over $200 in charges, plus the additional over $200 in fees the company is adding to that. One of the service representatives that I spoke with informed me that there was suspected tampering, which is why the meter was removed. I am very pregnant and attempting to have my electric turned back on for a weekend in order for me to come back and collect some more of my things, since I expect to be in Ohio well into November, at least. They have now told me that the only way for me to have my electric turned back on is to pay the excessive charges that I was not responsible for accruing. They have no method of disputing charges. They stated that since my name is on the lease on that particular apartment, even though the meter was left unlocked and outside, that I am solely responsible for paying the full amount before they will even consider reconnecting my electric.Desired Settlement: I wish to not have to pay nearly $450 in charges that I had no part in accruing if the need arises for me to have use of the electric in my apartment again. I wish a speedy resolution, as I have spent many hours over the last week attempting to resolve this issue with several different departments within the company itself.

Business

Response:

RevDex.com,

Thank

you for bringing our customer's concerns to our attention. We appreciate

the opportunity to research and respond.

We

completed an in-depth investigation and discovered the leaseholder at the

service address in question is not the complainant. Due to recent activity at this location lease

verification is required for the applicant otherwise the verification as well

as full payment for any outstanding balance is required to restore the electric

service.

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]

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,

This information is incorrect. I have been the leaseholder on the apartment in question since the end of October of 2015. To verify this information, you can contact [redacted] my property manager at [redacted] Her contact email is [redacted] and her contact number is [redacted] My service was disconnected for nonpayment, which I understood was my responsibility to fix, and I paid off my outstanding balance in an effort to have my electricity turned back on. I spoke with at least six different individuals at the company in an effort to do exactly that. Many of them could not tell me what the problem was with turning the power back on, and those that did had opposing opinions. One of the individuals I spoke with told me that after disconnection that they removed the meter because they suspected tampering because of increased and continued use of the meter. At this point, I was staying in Ohio and not using any power at my apartment. I am more than 8 months pregnant, so I have doctor records and you can contact my work office for more documentation that I was not present in the state of Virginia during the period when the charges were accumulated. The contact email for my office manager is [redacted] The last person I spoke with at the company informed me that their company does not provide any opportunity to dispute the charges. Her response was that if I was the sole leaseholder on the apartment at the time of the charges, then regardless of where I was, or the fact that they chose to leave their meter unprotected and outside of a large apartment building, then I am responsible for paying the charges accrued on that meter. Thank you for your time and effort in this matter on my account.

Review: In the wake of the recent power outage, we contacted Dominion regarding a power outage which was a bit complex. On 6/17 in the very early am - we shared all of the key details with Dominion; including 1) A tree is over the power line, 2) the power line was pulled from my house, and 3) the cable holding the power line was broken in two.

My concerns are:

1) Dominion has refused to send someone to our home to assess the complexity and whether or not we will need to engage a contractor or electrician. On 6/19 while speaking to a manager, we were told us that we would have someone at our house by 11 pm; however no one has shown up; even though the manager noted that Dominion had crews assessing issues.

2) Dominion continues to provide inaccurate estimates for the correction of our issue. On 6/18 the estimate was that our power would be restored between 5 pm and 11 pm. No one ever showed. On 6/19 we were told again that the issue would most likely be restored by 5 pm and 11 pm; however again no one showed to even assess our issue; despite being told at lunch-time that a crew has been assigned to our issue, which the operator noted was much better than just reported.

3) Despite calling in over and over, Dominion seems to have no idea of what our issue is.

As a key note – we have a vacation which starts on 6/25 and has been prepaid and is non-refundable; which makes the understanding of our issue all the more urgent to fully understand what the issue is.

Dominions lack of ability to be up front and forthright about when teams will be at our home for just ‘assessing the issue’, is totally ridiculous. Their customer service is horrible, given the operators we spoke to generally had no idea of what our issue was, nor ‘when’ we’d have someone working on our issue.Desired Settlement: I’d like to be refunded for the fuel costs we had to expend while powering our generator beyond the estimates that Dominion provided us; which was to have our issue resolved on 6/18 by 11 pm. As of this writing it’s 6/19 at 10:15 pm and no one from Dominion has even been to our house to assess our issue.

Furthermore I’d like a written apology for Dominions poor service in the wake of this issue. In this high-tech environment, there is no reason that Dominion cannot have a more accurate means of forecasting issues. We were unable to partake in some Father’s Day festivities, as we were led to believe that Dominion was going to be at our home to fix the repairs… and given the complexity of our issue (with broken power cables pulled from our house); and the absolute need to repair our home prior to our vacation, we thought it best to ensure we were at our home while the Dominion crews were around.

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. After the severe weather of 6/16/16 Dominion had approximately 250,000 customers without service. Once the severe weather was out of our service territory Dominion initiated our restoration effort. Part of the plan is to patrol areas to assess damage and then report findings to storm management so proper resources may be allocated to specific locations needing repair. Based on initial assessments restoration times are determined and entered on customers’ accounts for planning purposes. Unfortunately as the work in one area progresses, additional damage can be found which translates into more material, manpower, and time to complete. Restoration in one area taking more time to complete, will necessarily delay efforts elsewhere. The delays in getting this customer’s service restored was certainly not intentional, but in this instance unavoidable. It is Dominion’s goal to provide reliable electric service; however, there are things such as weather events, which are beyond our control. Since the outage was cause by an act of nature and not by negligence on the part of Dominion Virginia Power, no compensation is 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 further assistance, feel free to call [redacted] Sincerely, Daniel G[redacted]

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,

This complaint has not been resolved in my opinion. I believe that an apology is warranted at the very least. Dominion had every opportunity to send someone to my house (for what ultimately took 5 min) to assess the complex issue I had. Thanks [redacted]

Review: Upon my return from a 7 month deployment, on the 28th of April I called to have my power turned on for my arrival. This was scheduled to turn on the second of May. Upon my arrival I was welcomed to no power at my residence on the third, reasoning being my breakers were left on. (mind you they were set off prior to my deployment so my power could be shut off.) I and my family of five, spend the next two days, full of calling for information on how to get our power turned on and what could be done. We're were offered statements such as "we cannot contact our technicians," "we cannot guarantee a time of set up, but we know the job was picked up today," "we were told the box was inaccessible" (the box is next to the public sidewalk with nothing near or obstructing.) After over 7 phone calls (not counting the three transfers and two "dropped" calls) to their line and emergency lines, in the end I was never given a time of arrival, we are still without power, hot water, or means to rectify either situation. The services not only have cause my family and I both discomfort and frustration. Not once we're we offered any condition which could rectify their mistakes.

After deploying to the other side of the world and spending 7 months from my family, a home cooked meal and a hot shower were all I looked forward to. This was not the homecoming I expected from a public service provider of such an important utility.Desired Settlement: I would like to have my next bill credited for the inconvenience.

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.

Our investigation revealed on May 2 our

technician discovered a breaker was in the “on” position when a voltage check was

performed at the meter on the scheduled start date. When this occurs, for safety reasons we are unable

to connect the service since this may cause a fire or damage to an electrical

appliance. Once we received notification from the customer that the breaker

condition was resolved we released a

same day service order and

turned

on the service. We apologize for the inconvenience caused by our associates communicating

the incorrect reason why we could not complete the service work.

As a token of our sincerity, we have applied a $30 goodwill

credit to the customer’s electric service account.

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

1-800-938-2118.

Sincerely,

Ms. K. C[redacted]

Dominion Customer

Relations & Policy

Consumer

Response:

I am grateful for the assistance with this matter. Although their review noted the breakers to be on, this was notably false. I wanted to to ensure my statement about the event proceeding that initial timeframe. Following the next two days I was met with either disregard or excuses for all efforts to reestablish my electricity. I was told the order would be completed on the third, this did not happen and no technician made face. I also was told the electricity would be turn on the following day, May 4th, this also did not happen. It was not until May 5th, I and my family of 5 were able to use hot water or electicity. The most common excuse I was given is that this buisness could not contact the technicians in any way. This is unnaceptable for a service such as electricity which is a necessity. I will settle my complaint with the 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,

Review: I signed up for a special Dominion program in 2012; it was an energy savings plan called Cool Rewards (I believe) to help with air conditioning costs during the peak cooling hours in SE VA. I did not realize that the program involved the installation of a device onto one of my A/C units. This spring I noticed that the A/C didn't come on in the downstairs of my house. I checked the unit outside and saw the device attached (it basically shuts your condenser down during peak hours). I deployed as a DoD Civillian in early July. I've rented my house and had to get the A/C unit fixed (it did not work AT ALL this spring, summer). I was confused as both of my units were fine last year (and were serviced then). I ended up paying $435 to get this A/C unit back on line (blown transformer among other issues). This was an unexpected expense, and came shortly after Dominion removed the unit attached to my A/C condenser. I feel that this repair was primarily due to the damage/stress this special device put on my HVAC unit. I have called Dominion 2x (difficult, I am 8.5 hours ahead of the E Coast), and written 2x online - from Dominion's web site while logged on as a customer. The first was a general email form (where I got a response saying it was the wrong department). The second was written to the 'Special Programs' or similiar site on the web page. I didn't get more than the initial emailed response to acknowledge the sent request. The phone calls seemed to have a similar result. I couldn't find the right person/department to talk to. I feel that Dominion should pay for the damage to my unit, and am upset that they cannot be reached.Desired Settlement: I want Dominion Power to reimburse me for the damage to the HVAC unit. I signed up for this program to save on cooling costs, but I didn't save much, and now I'e had to pay for repair costs. Please note that the address I typed into this form is the street address of the property. I am currently in [redacted] with the [redacted]. Many thanks,

Business

Response:

Good Cents [redacted] contacted customer directly. Invoice for repairs not related to Smart Cooling switch. Contact info provided to customer if they wish to pursue.

Review: I moved from an apt in Feb '13. I called VaDomPwr to have svc disconnected on the day after the move. I have had svc in my name twice since then, Nov '13 & Mar '14, neither time was anything said about another active acct or any past due amts. In Dec '15, I rcv'd a letter from Dom stating that I owed $1972.30 from the orig address for svc from May '13 - Dec '13. I called immediately & spoke with a supervisor, who told me to send a copy of documentation showing that I had moved to an address in KY or TN, don't remember which now, but I sent it. Got a cutoff notice in Jan '15 for that amount. Called again, was told there was no record of me calling to dc svc & I was told that the instructions given on the last call were wrong. I was then instructed to get an affidavit from the FTC and send it to them via email. I was also told by credit management that it would investigated as identity fraud. The cutoff was put on hold. I researched but found no such form. I rcv'd another cutoff for Feb, & again I called. This time I was told to file a police report & send it to them. I paid the amt due minus the amt in dispute, as I was told to do,, but several days later, was cutoff anyway. Called, and late that night was reconnected. Tried to file a police report but since it occurred 2 yrs ago, & I had no documentation, which Dom said they could not provide, I couldn't file anything. Got another cutoff & called again, getting yet ANOTHER story from them. Now, the svc was from May '13-May '14. & I was told to get a copy of moving documentation AGAIN, & I was told that everything I had been told to do to resolve this up to this point was WRONG. I told them it would take a day or two to get the documentation they asked for this time but Dom refused to delay the cutoff. So I will be cutoff tomorrow for money that I do not owe & have been trying to resolve for 4 months. Every time I call I get a different story, different instructions, and NO resolution.Desired Settlement: Since it was Dominion who continued to bill this address, even though they also state they tried to disconnect in May '13 for non-payment (I wasn't there!) but the landlord had the patio locked and they couldn't get to the meter, they continued to allow svc and bill for it. It took them TWO years to notify me of the problem, saying that they didn't have my address ... funny, the letter they finally sent came to my address in Dec '15, and since I had service with them, yes, they had my address. And since I continue to get the runaround with different stories and resolutions from so-called "supervisors" ... I request that this amount be removed from my bill and billed to eh landlord who knew that service was on in that apartment, but not in his name, and he continued to use it. This issue should have been resolved in May '13 when they tried to disconnect. instead it has been two years and is now causing my grief and loss of service.

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.

When this matter was initially brought

to our attention it appeared as Identify Theft. We completed an in-depth review

of our records and were unable to find any evidence to support the customer requested

to disconnect the electric service in February 2013. Our research revealed a

new applicant contacted

us and requested to transfer the service into their name on May 15, 2014. As a result, we advised the customer to submit documentation of the vacate

date and have the owner contact us to accept responsibility for the usage in

question. Otherwise, this is a landlord-tenant

dispute which

falls outside the realm of Dominion’s responsibility.

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

1-800-938-2118.

Sincerely,

Ms. K. C[redacted]

Dominion Customer

Relations & Policy

Consumer

Response:

If DOM had actually spoken to the landlord as they claim in their response to you, would they not already have confirmation that I did not live there during the billing period in question? There are too many inconsistencies in their stories about this. And why has no one before been able to see that they contact me and the landlord in May 2014? Because they didn't. Not less that TWO of the persons that I spoke to told me that they did NOT attempt to contact the landlord, or that they see no where in the "notes" where such attempt was made; and further, they had no way to contact me which is why I heard nothing from them until Dec 2015. And I have asked numerous times to be provided a billing statement for the amount they claim I owe, but I have been told that they are unable to provide a bill. So they demand that I pay this amount but they cannot substantiate the amount to me with a proper bill? And now I suffer with no electricity because THEY failed to do their job? Why is it that they can see everything else and something "new" each time I try to resolve this, but cannot see my original request to terminate service back in 2013? If I do not get proper resolution here, I will forward my complaint to the FTC.

Review: Dominion charges us $300 as a "safety deposit" for changing the name on an account.Desired Settlement: Dominion should only charge security deposits to people with poor credit instead of gauging $300 deposit if you want to change something as simple as the main account holder of the same account you've been paying into for FOUR YEARS. They try to get around by assigning you a new account number. They won't take your FICO credit scores instead of a deposit either, which is asinine. They can get away with this because they have a monopoly in the area and I would have to move to get other service.

Business

Response:

Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. Dominion’s deposit policy is not based off of customer’s credit scores but rather their previous credit history with Dominion within the past 12 months. In the event a customer has not had service with Dominion within the past 12 months, they will be assessed the standard initial security deposit. Deposits are held until the account has been maintained on a current basis for one year from the receipt date of the deposit. If the account is eligible for a refund after one year of paying on time, the deposit plus simple interest is credited to the account. We have specific deposit guidelines, which are administered uniformly for all of our customers. If the new account holder does not meet the above mentioned criteria, they will be subject to the same deposit guidelines. 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 any further assistance, feel free to call 1-800-938-2118. Sincerely, Daniel G[redacted] Dominion Virginia Power

Review: Today I called to schedule to start at my new address and was told a deposit was required. Yet just last week I was told none was to be paid. The reason was I left a balance on the account. I informed the previous agent this would be paid later. The bill is not past due. They charged me a $248 at my first address then agreed to waive the deposit this time. Now they want $274 for another deposit. This is fraud. My balance from the previous address will be zero. I am requesting this deposit be removed.Desired Settlement: Remove the deposit as was previously stated and completed.

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.

This customer was incorrectly advised that a initial security deposit would not be necessary. Dominion apologizes for the mistake and the inconvenience. As a one-time courtesy, Dominion has cancelled the requested security deposit. Please note that if the account becomes delinquent an additional deposit may be requested in the future.

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, feel free to call [redacted]

Sincerely,

Review: A dominion employee came to my home on May 26th and told me that they needed to perform maintenance on my meter. He needed my signature as the homeowner to allow the contractor performing said maintenance onto my property. I signed and he handed me a flyer with a phone number I could call regarding questions with the maintenance. Later I realized that the flyer is for their Smart Cooling Rewards program, which I did NOT want to participate in. I experienced the first "event" on Monday and my home was over 80 degrees from the time I arrived at 4:30 until after 8pm. I have three long hair dogs, this temp is unacceptable and I have been trying to call and cancel the program all morning today. I spent over 2 hours on hold with Dominion and then the contractor company resulting in me only speaking to one person at dominion who was only able to transfer me. I never reached someone a the contractor. Between the fact that I was given false information which resulted in me unknowingly signing up for this program and that there are no other options to cancel or remove myself from this program, Dominion's customer service is completely unacceptable!Desired Settlement: I want UNENROLLED from this program immediately.

Business

Response:

Revdex.com,The complaintant is not the customer of record with Dominion VA Power. We cannot, for security purposes, release information without the customer's permission. However, we can report; according to program records the customer of record or a designated contact has requested changes to the program participation.For details, the customer or their designee may contact [redacted] at [redacted] M-F 7am-9pm and Sat 9am-6pm.If there are further questions or if difficulties with contact arise, please contact Customer Relations & Policy at [redacted]Sincerely,[redacted]

Consumer

Response:

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,

Review: Our power bill almost quadrupled from November 2014 to March 2015. During this time, we actually had 3 people move out of our home, hence decreasing power usage, but according to Dominion Power our usage increased. There is no possible way! I have yet to receive an answer as to how our power DRASTICALLY increased during that time. Our bill tripled in amount!!Desired Settlement: I want proof of how this increase is even possible!

Business

Response:

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 our meter to determine the accuracy of the bill. Our tariff, filed with the Virginia State Corporation Commission, states that the meter should record at plus or minus 2% of 100% to be considered accurate. As indicated by the test results below, the meter is recording accurately and the bills previously rendered are considered correct.Light load 99.68%Full load 100.34%Our investigation failed to disclose any conditions which would indicate your previous bills were incorrect. We share your concern in this matter, but in view of our findings no adjustments are in order.

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.

I never saw anyone actually come and pull the meteR to test it. Only spoke with the investigator. Please advise when the meter was pulled for testing.

Regards,

Business

Response:

The meter was tested on 5/4/15. Test results previously sent to Revdex.com and State Corporation Commission.

Review: To establish new service with Dominion Power, they require a sizable deposit be collected from anyone with an "unsatisfactory history" with the company, which apparently includes everyone that moves to Virginia and establishes electric service with them. However, after much digging on my own and after pressing several phone representatives, I was told that the deposit would be waived and/or refunded (if already collected) if a letter of credit was produced from a previous electric/utility company reflecting no late payments during a previous 12 months of service. This letter was sent to Dominion Power three times now - September 2014, October 2014 and January 2015 - and forwarded to the address provided by Dominion Power. However, to this day I have received no acknowledgement from Dominion regarding the letter of credit nor have I received a refund or credit for the deposit that was collected.Desired Settlement: I want my deposit refunded fully and immediately. I was also told that the money would accrue interest while held by Dominion Power. I think they should return to us, and to each customer from whom they keep their deposit money beyond submission of the letter of credit, not the interest *we* would earn on the $450 they have been keeping for four months but the interest they earn on the sum of the deposit money they hold unnecessarily, divided among the customers who supply that funding.

Business

Response:

Originally the customer letter of credit from previous electric utility company was sent to an incorrect e mail address. Unfortunately Dominion has no way to retrieve or forward correspondence sent to an invalid e mail. Since the initial complaint to the Revdex.com, the customer letter of credit has been received and a full refund of the deposit has been processed. The customer should receive a check in the mail very soon.

My husband and I called numerous times to speak to someone regarding the amount of usage on our bill. The bill went up 75% than the previous year and 56% from the previous month. All we were told by the representatives was that it was not their issue and we needed to get more energy efficient appliances. All of our appliances are 2-3 years old do it did not make sense. They refused to send someone to my home to further investigate. Finally the representative said they weren't going to do anything because it wasn't their problem, and the phone magically disconnected.