Dominion Virginia Power

Review: I received a letter in the mail, dated January 6, 2015, stating, "In accordance with Dominion's Terms and Conditions (section IX) filed with the State Corporation of Virginia, a security deposit of $122.00 will be billed to your account to guarantee payment for electric service." When I initially setup the service last month, I was told I would be responsible for the charges associated with sending someone to read the meter on the property which was $45. They received this payment from me December 19, 2014. Once I registered online to obtain the account information, I still did not see anything regarding a request for a deposit. The reason for the decision is even more egregious because it states I have an, "insufficient account history with Dominion Virginia Power." This is unacceptable. I was stationed in south [redacted] and decided to move here and now the electric company is punishing me for not using their utility service for 12 consecutive months.I actually read the section cited regarding deposits and it states, "The Company may require the Applicant or Customer to deposit with the Company initially and from time to time, as to guarantee of payment for Electric Service provided, such amounts of cash as in the Company's judgment will secure the Company loss." The fact that it says from time to time gives the impression there are inconsistencies on when/who the company decides to charge someone a deposit. This was part of a contractual agreement with the company upon the initiation of services. There are certain aspects of a contract that must be fulfilled at the time of initiation and money is one of those obligations. This is an unfair practice that is meant to obtain excessive funds from all new customers since the chances of using Dominion previously (especially if moving from out of state) is very slim.Desired Settlement: I don't believe I should have to pay this deposit because of an insufficient account history with this electric company. If credit were an issue and it were given as the reason, it would be understandable. But monetary punishment for nonuse, especially being a veteran that may not have had a chance to live in the area for an extended period, is unacceptable.

Business

Response:

Revdex.com,

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

As a regulated utility, Dominion is governed by the Virginia State Corporation Commission (SCC). In compliance with our Terms and Conditions, on file with the SCC, we may secure accounts with deposits as a means of preventing losses. A deposit is required for all new customers without previous satisfactory payment history with us within the last 12 months.

A credit reference letter from another electric or gas utility reflecting at least 12 months of service with the utility may be submitted for our review to waive the requested deposit. Once received, our Customer Credit Services group will contact the customer via phone or email and advise the status of the deposit. Should the customer wish to send the credit reference letter, I have provided our contact information:

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,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10374157, and find that this resolution would be satisfactory to me. For future reference, it would be a good idea to input this exact clause that was sent to me regarding a credit reference letter from a former utility company to avoid paying an unnecessary amount. Also, the stipulation explained in the response today was the fee would be assessed for customers that DO NOT have a satisfactory payment history. So, how does no payment history with the company qualify as unsatisfactory? A formal explanation would be helpful while awaiting the credit reference letters from [redacted]. Please allow 5-7 business days for the letter since contacting these utility companies generally mean leaving a message and waiting for a return phone call that could take additional days.

Regards,

Review: I have talked with several service agents trying to resolve an issue

that has been ongoing since March of 2015

The problem I have is that their answers seem scripted ffom "I guess"

from seminars or training workshop

They really don't listen to your concern and try to help you resolve the matter

It is as if they have to say rehearsed answers and by the way sometimes do not apply to my situation

I have a concern about how service agents are sticking to scripted answer that do not make sense in the context of the situations

Trying to gather sensible information about wattage increases that are specific to this situation has been unsuccessful

We have an 80 year in asmall two bedroom house with one TV , no computer or tech washing clothing once week

well insulated small brick ranch whose wattage fluctate from 978 watts to 2950 watts with no major change in weather

Last March it reached an alltime high of 6023

Really all I want is a customer service agent to be able to veer off script and tell me something tha "makes" senseDesired Settlement: To have a supervisor or someone to answer my questions regarding this issue without giviing the scripted asnwers not relevant to my situation

Business

Response:

December 18, 2015

Revdex.com,

Thank you for bringing this customer’s concern to our

attention. We appreciate the opportunity

to research and investigate further.

On December 17, 2015, Dominion made telephone contact to the

customer’s daughter, and after account verification, discussed their high

bill concern. Going forward, the Company

and the customers intend to work together to help resolve the high bill

issue. The Company has placed work orders

to schedule a high bill investigation and an on-site meter test for the

customers. The Company will provide the

customers with the results of our investigation and meter test by official

correspondence.

Again, thank you for allowing us the opportunity to address the

customers’ concern. If Customer

Relations and Policy may be of further assistance to you or the customer, please

call us at 1-800-938-2118.

Sincerely,

Greg W[redacted]

Dominion Virginia Power

Customer Relations & Policy

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: I was enrolled back in January of 2013 into the budgeted program with DOM. I have faithfully paid my amount due each month of $132 on the account, as it states on my bill. Upon looking further into my statements each month, I realized that the Total Monthly Charges billed was going up anywhere from $30-$70 per month, and that instead of a bill of $132, I now owe $320.33. I have been told that there is nothing anyone can do to credit my account or fix this, which as a well paying customer who hasnt missed a payment in almost 4 years, is intolerable. I am not going to pay the extra on my account when I am supposed to be enrolled in a plan that keeps my balance the same each month. This is not the first time this has happened. At my previous address, it happened and I had to end up paying to get out of it again. I have talked to friends and coworkers, and everyone seems to have the same problem. The budgeted program is a scam and is not fair. Dominion doesnt listen to we, the consumer's complaints, yet I pay this bill before I buy groceries half of the time? It doesn't make sense.Desired Settlement: I am requesting for Dominion to level my balance out of the overages. I will continue to pay the $132 per month but I am not paying any additional fees to this account, nor paying the balance to get out of the program like I did the first time. The difference in the balance and amount due currently is $188.33. I want that amount credited back to my account.

Business

Response:

Dear Revdex.com,

Thank you for bringing our customer's concerns to our attention. We have no record of Ms. [redacted] contacting us to question her bill or to request explanation.

The Budget Billing Program (BBP) amount is set based on the average usage at the residence in question. The balance of the account will vary month to month based on actual charges. BBP is not meant to save the customers money; it is meant as a budgeting tool.

Each customer's BBP is reviewed on an annual basis to determine if the amount is appropriate to cover monthly charges. As long as the BBP amount is paid monthly, Dominion will not request the customer to pay the balance of actual charges. If the BBP is calculated properly, the customer will see months that have a credit balance and others that have a debit balance.

Ms. [redacted]' BBP is set to review every November. Please request that Ms. [redacted] contact Customer Relations at [redacted] if she has further questions regarding her specific BBP. We will be pleased to assist her.

Sincerely,

[redacted] - Customer Relations Representative

Review: I was on Dominion Power's budget billing plan. I am the sole income in my household of 4 and was unemployed 3 months ago and on unemployment for 2 months due to lay offs. I have made monthly payments to this company every month despite the unemployment and managed to stay 2-3 weeks behind on my bill, but still with my lights on despite my disposition. Well 7 days ago my bill with this company was $85 and 7 days after that which is today 8/23/2013 my bill was over $800. According to Dominion because I was on budget billing the true amount from usage was being withheld, until I either decided to transfer to another company and/or became behind on my monthly payments. Keep in mind that even though I can barely pay the full amount let alone the budget amount, I am still making either full payments or partial payments EVERY month. I feel it is not right for them to hold people ransom in this regard and not even inform them of this before they go into contract with them. I have tried other options through the city government for payment assistance, but I exceed the income requirements. I have made a payment plan arrangement for the $800 with Dominion so that I can keep my lights on, but I still don't agree with this.Desired Settlement: I would like for them to only charge me what is owed according to my budget billing agreement and the $85 and change that I owed.

Business

Response:

August 28, 2013

Review: I spoke with [redacted] and her manager this morning around 830am about my billing issue. Neither showed compassion nor could they tell me why I had two payment plan options. One for the 6th and the 7 th. I told them I would have to money on the 8th but they said too bad because my light will be off tomorrow.Desired Settlement: Please grant me a payment plan

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 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,

Dominion Customer Relations & Policy Specialist II

Review: I received a notice of disconnect a day and a half after power had been cut. I was originally on a budget plan and I call in once a month to pay my bill. Due to circumstances I apparently missed calling in february. I was not informed of anything until my power was cut off, I was told I had to pay an exorbitant amount of money, approx $800 when my monthly bill was $132, to get my power turned on. They would not work with me as this was sudden and completely irregular and they moved the bill from a late bill to a closing bill in less than 10 days, while tacking on another 200 to 300 dollars in costs.Desired Settlement: Removal of closing status, explanation of exorbitant fees, payment plan, and reconnection of service.

Business

Response:

Revdex.com,Thank you for reporting our customers' concerns. Each of his points is addressed below.

· The customer was indeed on the Budget Billing Plan but did not fulfill the payment requirements to remain on the plan. When a customer is removed from the plan the total balance of the account becomes due.

· The customer was disconnected 21 days after notice of disconnection was sent.

· The customers’ account was finalized 14 calendar days/10 business days from the date of disconnection.

· When a previously finalized customer applies to reconnect service the full balance of the finalized account is due as well an 1/3 installment of the appropriate security deposit

Dominion policies and procedures were followed related to this customers' account.

[redacted] – Customer Relations & Policy

Review: To Whom It May Concern,

Recently I established new electrical service at the address listed with is complaint. Upon establishment of service, Dominion sent me a bill that included a $77 security deposit. A few days later, Dominion sent me a letter indicating that I would be required to pay $230 in security deposit charges ($77 across 3 bills) due to "Insufficient Account History with Dominion VA Power."

I contacted Dominion via phone on May 20 to discuss this matter. I am a previous Dominion customer (from 2009) and thus should not be subject to this fee. Dominion refused to acknowledge this, and refused to accept documentation verifying good payment history from a bank/insurance company/etc. This is predatory pricing, as Dominion should accept verification of "good status" from any vendor, particularly considering that I am their former customer. Dominion did offer to accept a letter from another electric company, but I have not had electrical service in my name since 2009, so I cannot provide such documentation. I can, however, provide a recent credit score showing excellent credit/payment history.

Dominion offered no resolution other than to pay the $230.Desired Settlement: Full refund of the $230 security deposit. provided I can obtain a letter of good payment history from a Bank, Insurance Company, Vehicle Loan servicing agency, etc.

Business

Response:

Revdex.com,

Thank you for bringing our customer's concerns to our attention. Dominion's policies are listed below and all customers are required the same. This information was supplied to our customer, as he indicated in this communication.

A deposit will be required if:

· The customer has no previous credit history with Dominion Virginia Power

· The previous Dominion Virginia Power credit history was over 12 months ago

· The customer has previous unsatisfactory credit history within the last 12 months

· The customer did not have service long enough to establish satisfactory credit within the last 12 months

A deposit will be waived if:

· A Credit Reference letter from another electric or gas utility is supplied

· Verification of Active Duty Military status

Once satisfactory credit has been established for 12 months, the security deposit will be credited to the account with interest. Customers can also request to be refunded.

If our customer needs further information about lowering the installments he can call [redacted] to request the deposit broken into more installments. This will lessen the amount he will pay each month.

We trust this information will be satisfactory to our customer.

Sincerely,

Dominion Customer Relations & Policy

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.

This is just repeating exactly what was told to me over the phone. They already collected a deposit for when I was a customer in 2009. No further deposit should be required. I have offered to provide details of good payment history (but not from a utility company). That detail should show Dominion that I am a reputable customer but as you can see - Dominion refuses to accept reasonable documentation to waive the fee.Please inform Dominion that I REFUSE to pay this fee and WILL continue to escalate this unless it is immediately and amicably resolved.

Regards,

Review: My problem is billing as well as customer service related. This is my second time complaining about this company. I guess it's the way customers are treated once they make a mistake. I requested a payment arrangement for 14apr before 1700. My mom called and said the service was disconnected. I called to handle right away. I honestly don't have 727.80 to just throw pay but there was no working work me at all. I was going to pay 454.00 today as requested on the extension. I set that up knowing it's the military pay day. Making sure I have funds in my account. Made the payment online and then called back to report the payment made. Upon completing the call and ask if if there's anyway to have expedited the reconnection due to a baby at home. I was told no. This is the only company I've noticed to be so unconsiderate to the customers. I'm guessing this is because we have no choice but to use their service. No alternative in the area. I think it's unfair the way consumers are treated and tAken for the little to no money we have.Desired Settlement: An apology from a supervisor. I would like to know the policy regarding children, elderly and those with medical equipment needing electricity.

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 understand economic and medical conditions may cause difficulties for our customers; therefore, we abide by credit practices that are both fair and economical. We regret a medical note on an account does not release a customer from bill payments, nor does it eliminate the possibility of service interruption. To help bring accounts to a zero balance and prevent disconnection of service, we offer short and long-term payment arrangements to our customers. Our records indicate a short-term payment arrangement was initiated via the internet on March 18, 2016 and we granted an extension until 5 P. M. on April 13, 2016. On April 14, the payment information was reported and the service was restored before 8 P. M. on the same day. While it is never our desire that our customers be without electric service, we trust you 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 1-800-938-2118. Sincerely, Ms. K. C[redacted]Dominion Customer Relations

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: Three weeks ago (approximately on or about June 18, 2014), a tree service company working for Dominion Power Company, cut tree branches on our property along the path of the power lines. They left a very large pile of branches at the entrance to our driveway. I called Dominion power on June 24, 2014, to tell them about the pile still there, and was told by [redacted] ([redacted]) that it would be cleared within the week. Three days later, he called me to apologize that the branches had not yet been removed as he'd promised, and promised again that they would be removed that next week. They were not. On July 7, 2014, I called [redacted] again, got his voice mail, left a message and waited for him to return my call. He did not. The pile of branches are still there, and let me repeat this is a very large pile, about two large truck loads.Desired Settlement: We would like the pile of branches to be removed.

Business

Response:

July 11, 2014

Revdex.com,

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

Dominion made telephone contact to the customer on July 9, 2014 and discussed the customer's concern. Additionally, Dominion visited the customer's residence on July 10th and removed the debris. The customer is satisfied with the Company's resolution.

Again, thank you for allowing us the opportunity to address this customer's concern. If Customer Relations may be of further assistance to you or the customer, please call us at [redacted].

Sincerely,

Dominion Virginia Power

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.]

The issue has been resolved exactly as Dominion Power has stated. I appreciate their quick response and the help provided by the Revdex.com.

Regards,

Review: I did not get the electricity at 1136 29th St on 7/8/2014 to 8/3/2014, but Dominion billed me $328.89 for the electrical usage from 7/8/14 to 7/28/14.

1. The bill was for the service never took place. I requested to turn on the service on 7/8/14, but the service was not turned on due to the circuit breaker was on. The request was canceled. Dominion notified me through e-mail and regular mail to my mailing address [redacted].

2. There was not power to the [redacted] from 7/9/14 to 7/17/14. I purchased battery powered tools to work on my house because there was no power. I had receipts for tools and hotels I stayed. I also had friends and families were there helped me to prove that.

3. Dominion charged me $210 for the security deposit and reasoned that I had no history with Dominion. As a matter of fact, I had opened and closed nine account with Dominion. Alone at 1136 29th St, I had opened two accounts before the re-start request. There were [redacted] in 2/13, and [redacted] in 8/13.

4. Dominion connect service without my permission or acknowledge. I few back to TX on 7/19/14. Dominion said they connected my power on 7/25/14.

5. Dominion read ridiculous high usage at [redacted]. I left the house with gutted out kitchen and both bathrooms. All appliances (a window AC, a refrigerator, a set of washer/dryer) were disconnected. The only persons had keys to the house was [redacted] (property manager), and Eddie Webb (contractor). The house was locked and vacant. There was no possible usage on that property. However, Dominion read 1879 kWh usage in 20 days. It’s physically not possible if nothing went wrong with their meter or transmission lines.

6. The most ridiculous and outrageous thing was the meter was missing at [redacted]. As soon as I got bill through e-mail on 8/1/14, I requested to close the account, and asked [redacted] go over to [redacted] checked on the house to see if the power was on. She sent me a picture showed the meter was not even there. How did Dominion read “my meter” [redacted] on 7/8/14 and 7/28/14?

I called Dominion waited 10 minutes to talk to start/stop service, then waited for 32 minutes waited on transfer to the bill dispute department. Dominion told me the service was connected on 7/25/14 (at multiple occasions: start/stop service, bill dispute department), but could not answer why they went back to turn on the service after the request was canceled by them, and I did not re-submit another request.

I also told them there was no power during the period I stayed and there was no meter at the property they provided the service. Dominion responded they read “the meter” and “the usage” before I had someone over there and took the picture.

Dominion did not respond why they charged me deposit. I asked multiple time. They ignored the question. There was no communication can go further due the person at the phone had no information beyond the bill itself. She did not provide any other information about this matter, such as estimate reading, actual reading, date and time, etc.Desired Settlement: 1. Correct the billing. Close the account.

2. Explain what had happened to cause this error.

Business

Response:

August 6, 2014

Revdex.com,

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

Dominion's investigation revealed this customer is not responsible for the July 31, 2014, billed charges totaling $328.98. As a result of our findings, the Company has cancelled all associated charges with this bill. We regret the circumstances that led up to this issue and the inconvenience and frustration this issue has caused.

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 to the customer, please call us at [redacted]

Sincerely,

Dominion Virginia Power

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: I received a $599.56 Light bill for one month April 2015 after Dominion came and installed a new meter. I have been at the same house since 1979 and my light bill has never been this high. This time of year it runs around $100.00. I have an out door wood heater which saves electric use. After meter was installed I get this bill with no good reason. I called and lady was rude and said I had to pay it all before 5/29 or they would added 49.00. She stated our meter was not working right and they had NO way to know when it stopped working right? she sent no detail charges just regular bill that shows [redacted] used per month. I feel I am being charged for the meter they put in that I did not ask for. My husband and I are in our 70's on a fixed social security check and have always paid our bills and have good credit. We paid this bill but can not afford it as this is our money for medicine. We live along ways from road not sure how they are reading our meter from the US HWY anyway. [redacted] example from other months.

April 2014 1141

May 2014 1056

June 2014 1740

July 2014 2402

Aug 2014 2029

Sep 2014 1358

Oct 2014 950

Nov 2014 965

Dec 2014 968

Jan 2015 783

Feb 2015 805

Mar 2015 803

Then new meter installed look at April 2015 now [redacted] was 6535?? Something is now right. Please help us.Desired Settlement: I first would like to know what they were charging me for and then for it to be corrected. Adjust my bill.

We are on a fixed income and can not aford to be charged incorrecly. Help us please. Thank You

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.Dominion has been in communication with this customer and is in the process of correcting the error in billing. We appreciate this being brought to our attention and regret any inconvenience this may have caused. 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,

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: We moved into our home in July 2014. Shortly after, we received a letter from Dominion stating that if we wanted to be excluded from the Smart Cooling program, to call an 800 number. We did so and we were told that we would be opted out of the program. The representative at the time failed to mention that "opt out" means a temporary 10-day deactivation, after which the program is re-activated.

I have since called three more times to be removed from the program, each time being assured that we are opted out and we have an order out to "unenroll" from the program (a technician will visit our house to remove the device). Each time a heat event happens, the A/C in my house turns off and my house gets well over 80 degrees.

Today I spoke to a supervisor who assured me that she would be in touch with the department to try to expedite our removal request. We have not yet received a call from the department who schedules the device removal.Desired Settlement: I want to have this Smart Cooling device removed from my house ASAP.

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,

Business

Response:

July 23, 2015

Revdex.com,

Thank you for bringing this customer’s concern to our

attention. We appreciate the opportunity

to research and investigate further.

Dominion was able to accommodate the customer’s request to

have the Smart Cooling Rewards Program device deactivated and removed. We apologize for the inconvenience and

frustration this issue has caused the customer.

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,

Review: My wife called in yesterday trying to get an extension on our electric bill. The lady on Thursday told me that I needed to call back when I was home so that he could give them permission to speak on information on our account. The customer service representative on Thursday was very kind but today I spoke with a very rude customer service rep named Tia. We simply asked her if we could have until Thursday September 10 instead of the 9th because I get paid on Thursdays. She was very rude. She was not being professional to me.Desired Settlement: Better communication with customers. We are simply trying to the best we can.

Business

Response:

Revdex.com,Thank you for bringing our customers concerns to our attention. An amicable agreement for payment of electric services has been reached with them.They have been given our contact information if further questions arise.Sincerely,

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: I have contacted Dominion Power repeatedly over the past THREE YEARS to have the 2 street lights in our public alley fixed. It is completely pitch black in the alley and, although a worker came out once to fix one of the lights and put a blue repair sticker on it, nothing has been done since then (that was about 10 months ago). This is a danger to people and property, and in fact, a few cars in the alley have been broken into because of the cover of darkness. I have to keep my front and back porch lights on all night, costing me quite a bit, just to illuminate the alley as best as I can.Desired Settlement: I would like the lights to be fixed ASAP, and when they go out again, I do NOT want to repeat this process as I have had to do in the past.

Business

Response:

Dear Revdex.com,

Thank you for bringing this customer’s concerns to our attention. On April 9, 2013, we received a trouble call reported for two streetlights out. We responded and repaired the overhead service wire and replaced one of the fixtures to restore lighting. However, since the lights were restored in May, we were unable to locate any additional trouble calls reported by the customer, municipality or the public concerning these lights.

To address the customer’s concerns, on September 24, we sent a crew to this location to check the two lights in question and we confirmed they were out. On September 25, we completed the repairs and verified these two lights are working.

Again, thank you for allowing us an opportunity to respond to this customer's concerns. If Customer Relations may be of further assistance to you or the customer, please call us at [redacted]Sincerely,

Dominion Customer Relations

Review: My name is [redacted], I am have problems with my electric bill. Every time it seems like I call to try to have it fixed I sit for ever on the phone on hold and when if ever dominion power does pick up, they are rude and not willing to help at all. Seems like they only thing they care about is taken your money and not helping or fixing your problem at hand. I been have a flux in my bill that is a huge change!!! That should not even be on my bill!! I told them and they said that it is not there mistake and there is no way it is there equipment. I told them it has to be there equipment or they are take the KWH numbers from last year and adding a little more for this year because my bill is wrong!!!! Last year my furnace had messed up in March 2014 and my bill was through the ruf! My normal bill is anywhere from [redacted] to [redacted] MAX! In march 2014 my furnace messed up and my bill was 4068 KWH!!!! I was I shock and could not wrap my head around it why it was so high!! till we found out it was the furnace/ac unit messed up. Even then try to get them to understand and help by letting me at least make payments for a mistake I could not help was like pulling teeth! I am not rich I have a big family of 8 and only one income to support them. Here it has been a year later to the date March 2015 and I get a bill for [redacted]!!!! There is nothing wrong with my furnace/ac unit at all!!! Its like they took the numbers from last year and added a little extra and sent me the bill. I am so upset and mad! I called them and they said there is nothing wrong with there meter box if there was they said that I wouldn't have any power at all, that it wouldn't work. That made no sense to me at all. Everything messes up even computers. I am not sure if some one just took the numbers from last year or the box went hay wire since I am sure they are calibrated to read right since it is power and does flux up and down but either way something is major wrong!! All I want is help! Come test my box there is a problem!Desired Settlement: Replacement of box or check box. I pay for electric, distribution service, sales, surcharges and fuel. When I call sale and service is out the window when there rude and every since they cut jobs and started pay less people to drive around truck I pay more but when I ask if they can at least stop one time to check my box it a NO we cant do that! Why not? I pay for gas! you use to hand read them for less and now there to good to come to your house. They rather read it miles away driving.

Business

Response:

April 16, 2015 Revdex.com, Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond. Dominion understands no one wants to pay more for electricity than they feel they have used. We reviewed our records and were unable to find any evidence to support any customer contact since October 10, 2014. 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. On April 14, we made telephone contact and spoke to the customer. We communicated if a meter malfunctions; it usually stops recording electric use, which would cause a significant decrease in the electric usage and bill amount. Our research revealed the meter installed at the customer’s home is equipped with an Encoder Receiver Transmitter (ERT). The ERT allows Dominion to read our meter remotely while driving through an area in a specially-equipped van. Outside of our monthly cycle readings we were able to obtain “off cycle” meter readings. For our customer’s review, we have provided the “off-cycle” readings obtained during the March 2015 bill cycle which may help the customer determine when the electricity was used. This February was the fourth coldest on record, with average temperatures about 10 degrees colder than last February. We reviewed the electric consumption from 02/05/15 to 03/10/15 (total 4533 kWh) compared to 02/05/14 to 03/06/14 (total 4068 kWh) for the previous year, and the usage was in line. The extremely cold temperatures reported during the time period in question may attribute to an increased amount of electricity used for heating. Our investigation failed to disclose any conditions which would indicate the bills previously rendered were incorrect and no billing adjustments are warranted. 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 1-800-938-2118. Sincerely, [redacted] Dominion Customer Relations OFF CYCLE METER READINGS Max Min Date Reading Temp Temp [redacted]

Dominion has been the absolute worst experience of living here. We have had dramatic changes in our bill month over month that cannot possibly be normal, but they refuse to send someone out to double check the meter. They refuse to do anything at all. Every time I call, I'm on hold for 30-45 minutes, only to be told that the weather has been colder than usual this winter so everyone's bills are high. That doesn't explain $400 bills vs. $200 bills for the same months last winter.

They transfer me around departments constantly only to tell me (through 3 different people) that it's not their problem and they won't do anything about it. Being a natural monopoly doesn't give you the right to ignore customer service, and this entire enterprise's operations are completely inexcusable.

I have used Dominion Power for the past 6 years, only because there are no other options. I have had 3 issues to date with them. First was in my appartment in Virginia Beach VA. Upon moving out, I payed my final bill with them leaving a balance of $0.00. Later down the road it was brought to my attention that Dominion turned my account over to a collection agency and showed negatively on my credit report. Although the balance showed as 0.00 on my credit report, it still caused minor issues when I bought a house.

Another issue is a constant issue with them in regards to billing. We receive a bill each month for an exact amount due. We pay that exact amount due but the next month states a different amount. For example, this month we owe 91.57. When we receive our next month's bill it will state the previous balance of a few dollars more or less. Thus creating either a credit or a debt with the company. This may be "normal", but I believe there has to be a better way to do this.

The most recent problem (because I am certain this will not be the last) occured today. We pay our bill via the phone service, which is very convenient for my wife and I. But as we tried to pay our bill today we were told that they never received our previous payment. We spoke to two different representatives from Dominion to dispute this. Both stated they never received a payment. Our bank statement showed otherwise. We were finally transferred a third time. After waiting on hold for exactly 47 minutes, a compotent potentially employee was able to help us. But there was no intervention required. Our bill was paid and it showed in their system the whole time. We wasted an hour of our lives for absolutely no reason.

Dominion Power has terrible customer support. I cannot say that I have had any issues with their actual power service, outside of natural disasters and such. But I can honestly say that if there was another option for power, Dominion Power would not have my business.

Review: Over the past 5 months, I have not received a paper bill from Dominion Virgina Power twice. I first time I complained, they took off the late fee/interest charge. The second time it happen, I called and they said they would take it off once I paid my bill. When I just received the current bill, the lee fee/interest charge was still there plus the interest charge for not paying the whole bill. I spoke to them on the phone and they kept me on the phone over 30 minutes. Basically, waiting for me to speak to a supervisor (which I never spoke to), the customer service person telling me, we only waive of the late fee once (even though both times it was their fault), you can log onto the site to get your current bill and have no record of return mail. I kept telling them, there is no reason why I need to log onto a site because you should be sending a paper bill every month. As they can see every time they send me a bill they get paid since I have been in Virginia. They said they can only go back 2 years and they verified that I have paid on time every month.

After 30 minutes of being on the phone they gave me credit for the interest charge but, did not take off the full charge. They only took of the amount from my last bill and did not include the charge that was on this bill.Desired Settlement: Give me credit for the charge that is their fault.

Business

Response:

Revdex.com,

Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond.

We regret the customer did not receive a bill; however, a thorough research of our records did not indicate any returned mail. The customer's bills are mailed around the 10th of each month. Since this appears to be a sporadic issue, as Dominion's last foray to resolve this matter, the Company is willing to waive the late payment charge as a final courtesy.

As we have suggested, the customer may obtain billing information online by enrolling in Manage Your Account on our website at [redacted]. Manage Your Account offers our customers many features such as [redacted], bank draft and budget billing. We trust the customer understands the Company's position in this regard.

If Customer Relations may be of further assistance to you or the customer, please call us at [redacted].

Sincerely,

Customer Relations Program Specialist

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 still don't believe the company response, that I should change the way I get the bill. They are missing the point. I want to be notified by mail that I need to pay a bill. They seem that they don't want to support this way.

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: We just moved last week & had our service transferred. I checked my online account this morning & was shocked to see a $401.59 bill for my account. I called the customer service number & spoke to "[redacted]. She informed me that the balance was from when we transferred service from our old address to our new address. I informed her that we were on the budget billing & we only paid $84.00/month & had been on this type of account for awhile. She informed me with budget billing, the account is billed the full amount of the actual usage when service is transferred or stopped. I explained to her that I was NEVER told this would happen after when I had called. I checked the website & they specific rules she mentioned were not listed & what is listed is very confusing. I feel that Dominion Power is punishing us for moving & trying to better our lives. I feel trapped and forced to have to pay this extremely unreasonable amount. The only solution she gave me was to have the account set up on an installation plan, pay a % as a down payment by a certain date & divide the remaining balance over 6 months PLUS an interest charge of 1.5%. Why would I be charged interest on a bill that I am paying on time? This to me seems highly unfair as we are responsible & paying customers & have never had our service cut off or even issued a notice of non-payment. She stated that the rules should have been given when the budget billing was started, which they were not. When I asked to speak to someone else, I was denied the chance because "they would tell me the same thing." She was not helpful or understanding in any way. I feel that someone should have explained this would happen when I transferred my services and there should be options in place to help a customer with the new balance. I was also told that I was not allowed to start the budget billing at my new place before 12months of account history. It does not mention that on the website either. I should not be penalized for the previous tenants usage of power.Desired Settlement: I do not feel that we are responsible for the previous account balance at our old house. We paid the monthly bills as required per the budget billing guidelines. I would like a credit of the previous address' actual usage on my account to reflect ONLY the current amount due at our house that we have occupied since Oct 10, 2014 (I am not disputing the transfer fee of $15.00 just the balance from the previous house)

Business

Response:

October 21, 2014

Revdex.com,

Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate further.

Dominion made telephone contact to the customer on October 21, 2014, and discussed the Budget Billing program. Based on the customer's unique situation concerning the budget and the transferred balance, the Company is willing to assist the customer with a budget continuation or a suitable payment arrangement, if required. The customer is satisfied with the Company's resolution.

Again, thank you for allowing us the opportunity to address this customer's concern. If Customer Relations may be of further assistance to you our the customer, please call us at [redacted].

Sincerely,

Dominion Virginia Power

Customer Relations & Policy

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 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,

Review: My condo which I have been renting out is currently on the market to be sold. I connected Dominion Virginia Power Service in my name again (4/2015) since I no longer have tenants and received a letter from Dominion Virginia stating a security deposit of $348 would be billed to my account to guarantee payment for electric service. The reason listed for the decision to require a security deposit is: Insufficient account history with Dominion Virginia Power. I resided in the condo from May 2004-February 2009 and had made on-time payments to Dominion Virginia Power the entire time. I again restarted my account for about a month in 2013 while I was in between tenants. So, I was surprised to see that I had insufficient account history with them. When I called the Customer Service, I was told that since I had not been with Dominion Virginia Power for the past 12 months, I would have to pay the deposit. I explained that 12 months does not equate to account history and that my account history shows that I have been with them for almost 5 years. I spoke to the supervisor who insisted that it was only based on 12 months and that those were their guidelines and they couldn't make exceptions. I told them I understood that, however, the reason provided to me was that I had insufficient account history not that I did not have an account with Dominion Virginia for the past twelve months. The reason given to me for having to pay $348 was insufficient account history and I believe on-time payments from 5/2004-2/2009 is sufficient account history to waive the $348 security deposit.Desired Settlement: I would like the $348 security deposit waived. Since I already paid a $116 deposit installment, I would like that refunded in the form of a check.

Business

Response:

April 29, 2015

Revdex.com,

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

Dominion’s policy requires a security deposit from new customers and returning customers who have not had service with us in the last 12 months. Based on the results of our investigation, and as a courtesy to the customer, the Company has waived the requested security deposit.

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 [redacted].

Sincerely,

Customer Relations & Policy

Dominion Virginia Power

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]. I spoke with Mr. [redacted] and he was very helpful and understood my concern regarding the letter stating "insufficient account history" where I actually had years of history with them when the correct statement should have been "has not been a customer in the past twelve months." Thank you for the quick resolution.

Regards,