Dominion Virginia Power

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: Can't get Dominion Power to restore power to 7 light poles.

Contact Dominion Power on approximately 14 March and reported that 7 light poles in our townhome development's parking lot and sidewalk areas are out. Completed a customer service request form on their website on 14 March and requested they restore power. In service request, we identified the address of the property and described the problem.

One week later Dominion sent an email asking us for the address and pole numbers of the lights. We provided the address in the initial service request and in this request explained that there were no pole numbers, these were not city street lights but light poles on a private residential property.

The following week we received another request from Dominion Power asking for the same information again. We provided it again. In this response from us we asked Dominion Power to expedite the service in the next day or two and if they could not do so to please call me. Never heard back from them and service is still down.

We live in a major urban area and it is unsafe to walk around in the parking lot area and side streets when they are not lighted. We have single women and three small children living in our development. We are fearful to venture into the dark areas without lighting.

Please assist us in any manner you can in getting the power restored. We feel Dominion Power is ignoring us and giving us the runaround.Desired Settlement: Get power to lights restored on an expedited basis.

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.

Our Outdoor Lighting group responded to the customer and communicated the parking lot lights and sidewalk lights in question are either watchlights or private lights. Unfortunately, we are unable to investigate and validate the lights are ours without the active watchlight billing account information for this townhome community. Notably, maintenance and repairs to private lights are outside of the realm of Dominion’s responsibility.

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

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.]The power to our parking and side street lights are still out and need to be repaired. Per discussion with [redacted] at the Revdex.com yesterday (April 2nd) concerning this complaint against Dominion Power, the recommendation was made by [redacted] to let the management firm for [redacted]'s HOA deal with Dominion Power to get the power restored. This management firm is [redacted]) and they have the account/policy number of [redacted] with Dominion Power. The person at [redacted] handling this issue is [redacted] and her phone number is [redacted].The Dominion Power ticket number for this repair is [redacted]. Per [redacted], $52,55 was paid by [redacted] to Dominion Power in March 2015 for power to [redacted] townhomes. There were no lights on during the entire month of March 2015 and that sum should also be refunded by Dominion Power to the account of [redacted].The request date for initial repair was made to Dominion Power on March 14th. To date, the issue has not been resolved nor has the power been restored.The resolution of this matter is to be handled between [redacted] and Dominion Power per suggestion of [redacted] at the Revdex.com.Please expedite restoration of power to the lights at [redacted] as soon as possible. We are in an urban area and it is unsafe to be in such a dark parking lot in the evening without lights.

Regards,

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,

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.

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.

Review: I requested my former husband's name removed from the dominion power account as he has moved out of the house and has his own home now. Dominion Power removed his name and applied my payments towards his new home account and send me a bill saying I am past due on my home's electricity. I received a disconnect notice. 1. I was not told I have a new account number as a result of removing my former husband's name2. I never gave Dominion Power to apply my old account number to my ex-husband's new home3. My payment for July 2014 of $167.14 was never applied to my account for [redacted] eventhough I have a confirmation number from my [redacted] Confirmation Number: [redacted]Desired Settlement: 1. Apply payment $167.14 I made to [redacted]. Give me the correct new account number for my home3. Restore my former husband's account to his original account number not our previous account number

Business

Response:

July 22, 2014

Revdex.com,

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

The Company acknowledges the customer's request and has transferred the payment of $167.14 to the correct account and credit action is no longer pending. We regret the incorrect posting.

When our customers request that a name be removed from a joint account, the process is to establish a new account with a new account number for the customer remaining at the location. The original account is closed and left in the names of the joint account holders for accurate record keeping.

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

?

Review: This company never turned off our services at our old address, when we called and requested it the same month we moved out. The new tenants moved in, made late payments for a year, and they said there is nothing they can do about it. The only reason we found out is because we went to set up utilities at our new address 2 years later (after renting a house for a year in which the landlord put the utilities in his name) and they required a deposit for our late and untimely payments. We never made one single payment that was not on time, so we knew right away something was wrong. They proceeded to tell us that we had a year of untimely payments, the year in which we did not live there and the utilities were being paid by the other tenants IN OUR NAME the entire time. They claimed "there was nothing they could do about this" though we called them initially to have our names removed and they did not do what they were supposed to on their end. I am COMPLETELY and UTTERLY dissatisfied with this company and the way they handle their customer service issues. They talked over me the entire time, did not empathize with my frustration on THEIR mistakes, and it was just overall a horrible customer service experience. I would highly NOT recommend this company to anyone. They need a serious overhaul on their customer service training and problem solving skills.Desired Settlement: I would like the deposit installment to be removed off of our bill due to the fact that we had an outstanding credit history with this company during the time we lived there (2011-September 2013). We can also have the current tenants prove that they moved in October 2013 which is when the billing issues started.

Business

Response:

Customer is responsible to ensure past accounts are closed when they leave a premise. In light of past good credit, we have waived the required deposit at current location for the present time. Current amount due is $71.29.

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: In august 2011 I removed my name name from the account I had with dominion Virginia power for the property at [redacted]. I was the sole person on the account until this time. When I left my husband the first week in August I called to disconnect all of my services. The service was to be solely the responsibility of [redacted] my now ex husband as per our divorce settlement agreement. I heard nothing further from them and assumed the account had been transferred over to him to as I had requested. At the end of April 2014 ( just a few weeks ago) I started receiving calls from the [redacted]. They would call and no one would speak when I answered. I finally called the number back after several of these calls. I was informed that I owed $1,723.76 from services provided by dominion between August 2012 and November 2013. I told them I didn't live there and that I had taken my name off in 2011. I also mailed [redacted] the paperwork proving that the divorce papers state that I had no rights to the property and no responsibility for any utilities at that address. The divorce was finalized July 2012. The charges all date after that point. They never sent me a bill ( I had my mail forwarded) or called me when my bill was unpaid. There was no contact for the entire time until the debt collector called. I was told by dominion that I can not take my name off the account now because it has been closed and that leaves the debt in my name. I don't even live in Virginia. I moved to Louisiana in May 2013. I don't know what I can do to force them to correct their clerical error that is destroying my credit score. I have spoken with both companies and they just say there is nothing I can do that its too late. This seems like an unfair practice given that I took every step I could and they failed to properly update their records. I have no contact with my ex husband and have had to have orders of protection issued so when they tell me to call him and work it out that isn't really an option. If I was responsible for the account I should have been notified of the delinquent account.Desired Settlement: I want my name removed from the account and for them to acknowledge that I requested this be done in 2011 and they made a clerical error that has resulted in them pursuing me for a debt that is not mine.

Business

Response:

Thank you for bringing [redacted] concern to our attention. Our investigation does not reflect a request to remove her name from the account in question in August 2011. We have received a copy of the separation agreement; however we will also need documentation showing where the customer resided during the time period of August 2011 through September 2013, when the account was closed out. Once received, our Credit Services department will review and provide our final position on this inquiry.

Sincerely,

Dominion Customer Relations

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.

However if the company does not remove my name after I prove That I did not reside there I will file additional complaints. When I spoke with them they refused to offer me information on what my next step in the process should be thus my initial complaint.

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: this has to do with a problem I had with [redacted], they were to take wireing from old damaged lite pole and take old pole down? [redacted] has changed all the wireing from the old pole but the old damaged pole is still here, I need to have the old pole REMOVED I can not seem to get dominion power to get out here and get this pole down. this last time I talked with [redacted] they said, they would pay dominion power to come out and take the pole down for me, I have heard nothing from dominion power. this has been going on since 10/13/13 .I really need to get this resolved,the pole is damaged due to cars hitting it in auto accidents in my yard. thank you for all your help [redacted]Desired Settlement: need to get old lite pole down and out of my yard .like I said, it is damaged, they would never put up a new one if it was not damaged

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 unintentional delay in removing the old pole. Unfortunately, we did not receive any notification from the attached joint user advising they had transferred their wires from the old pole to our new pole. As of April 21, 2014, our field crew completed the service work to remove the old pole from the customer's yard. A courtesy call was made to the customer to ensure we satisfactorily resolved their concerns.

Again, thank you for allowing us the opportunity to address the customer's concerns. If you have any additional questions, or if we can be of any further assistance, 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 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 someone in the house that has oxygen 24 hours round the clock. I am having troubble paying my bill because I just have odds an end jobs till one of my many interviewers call me back for a job. I also have 5 children at this address to all om asking them.to do is just wait till the 21 of nov and I will pay them and be up to dateDesired Settlement: Please accept an extention for my electric bill til the 20 of november and not ahut it off today. Please please I can even pay 120 today to help.them say yes... otherwise I will end up loosing my home and becoming.homeless with my 5children pleaae please help me

Business

Response:

Thank you for forwarding our customers concern to us. We have been in touch with the customer and addressed the billing inquiry. We have also forwarded information to be completed by the customer and doctor and returned to us so we can note their account that a medical condition exist in the home. We have initiated an acceptable plan with the customer to address the inquiry.

Please let us know if we could be of further assistance.

Sincerely,

Dominion Customer Relations

Review: In March 2014, I called my electricity company seeing if I could get an extension on my power bill, the representative told me I would be able to get one. I never used that extension. I paided the $660 bill. On June 5, 2014 I called the electric company requesting to use that extension. They told me one could not be granted when I haven't had an extension at all this year. I explained to them Im on a fix income of 326 single mother of two they still offered no help. Also in May of 2013 the electricity company disconnected my services after an extension was granted. I had to pay around $300 to restore services when their automated system messed up my account.Desired Settlement: I would like the outcome to be my bill not being too high, to receive my payment extensions.

Business

Response:

June 6, 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 June 6, 2014, and discussed the customer's concern. The Company is willing to assist the customer based on extenuating circumstances. The customer is satisfied with the Company’s resolution.

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

Review: Am due a refund from Dominion after sale of home. Home sold on February 19, 2014.[redacted] sent final statement with refund of $65.73 due.Called [redacted] and they said refund would be provided by Dominion. Called Dominion on 3-28. Gentleman said should be sent out shortly. If I didn't receive by 3-31 to call back.Called on 4-9. Claimed they had nothing from [redacted]. Called [redacted] again. Confirmed that it was sent to them on 3-19.8 calls later, they still won't agree to refund. Want me to fax papers. I have no access to a fax machine.Rude rep named [redacted] spoke to me like I was an it.I asked for a supervisor. She told me I had to call [redacted] again. I said why? I've called 4 times today and they confirm that you have the final bill.I also filed a complaint about [redacted] to said [redacted] (don't think she was). I said I don't appreciate being spoken to in such rude manner when I was paying her salary. She smartly said "Oh, I wasn't aware that it was you paying [redacted] salary." I said who pays it? She said Dominion. And I said well who pays Dominion? She said I'm not getting into an argument with you. I said no argument here.Very frustrated and angry at this point. $65 may not mean much to her, but it does to me.Desired Settlement: $65.73 due me by Dominion.

Business

Response:

Dear [redacted]:

On behalf of Dominion Retail, Inc. d/b/a Dominion Energy

Solutions (“DES”), I am responding to the above-referenced complaint.

Complainant, whose prior service address was located on the

[redacted]) natural gas utility system on [redacted],

has been a natural gas commodity customer of DES dating back to October 1998. Her

account with DES was automatically cancelled on February 21, 2014, evidently

because her residence has been sold. Reportedly, Complainant is now due a

refund from DES. However, because the utility ([redacted]), not DES, is responsible

for the monthly billing, it is necessary that DES await receipt of closing account

information from [redacted]s before any necessary DES refund payment to Complaint

can be processed. This can take several months.

The timing of the refund process was explained to Complaint

when she called the DES call center on April 9, 2014 to inquire about her refund.

The DES call center supervisor she spoke to that day offered to attempt to

expedite the refund process if Complainant would send DES—by facsimile or email—a

copy of the final utility bill shows the refund amount. She declined and to

date has not sent the requested information. Thus, any refund she is entitled

to will be processed in normal fashion after DES receives the necessary final

account information from [redacted]s.

In conclusion, while DES appreciated Complainant’s 15-plus

years as a customer of DES< at the same time DES denies any allegations by

her of wrongdoing.

I am providing Complaint a copy of this letter by U.S. Mail.

Please contact me should you have any questions.

Respectfully submitted,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

I just feel caught in the middle here[redacted] now [redacted] states they sent last bill on March 19th. Dominion states they don't have it.

I'm just frustrated that they can't resolve this. It's been 3 months.

I did tell customer rep I had no access to a fax machine. I also don't have a scanner.

Why is everyone so surprised that I sold my home and am due a refund?

Bills go out in a timely manner, why can't the refund due also be sent out the same way?

I should not be made to feel guilty over asking for what is due me, and that is how I feeling.

Review: Since 2009 this company has been sending me bills saying that I owe them State tax moneys on my energy bill. I have never Autherized or signed up with this company , I spoke to [redacted] My Energy Supplier. They said this is a skam and not to give them my account numbers to Dominion Energy. Also when I spoke to Dominion they told me they can't do anything about these bills unless I give them my [redacted] Account numbers whitch I will not. Dominion say I have been a customer of theirs since 2005 but the billing only shows from 2009I just want this bill harassment to stop. Thank you for your helpDesired Settlement: need to close what they are saying is my accouint

Business

Response:

Dear [redacted]:

On behalf of Dominion Retail, Inc. d/b/a Dominion Energy Solutions ("Dominion"), I am responding to the above-referenced complaint. The subject complaint was filed by a [redacted] commercial electricity customer ("Complainant") that formerly received electricity service from Dominion and concerns [redacted] state sales taxes owed by Complainant unless exempt.

Dominion, which is a licensed competitive electricity supplier in the Commonwealth of [redacted], strongly denies Complainant's allegations of wrongdoing.

The facts in this matter are as follows:

1. On March 10, 2005, Complainant voluntarily enrolled for electricity service from Dominion. Complainant remained an electricity customer of Dominion, without interruption, until Complainant cancelled service on July 24,2013.

2. As a commercial customer, under [redacted] law Complainant may qualify for exemption from otherwise applicable [redacted] state sales taxes upon providing Dominion, its electric supplier, documentation (MA Form [redacted]) establishing its qualification for exemption. I A Form 81'-1

3 must be filed with the supplier each year. While [redacted] conunercial customers that are subject to sales tax assessed on their electricity use are themselves ultimately responsible for payment of those taxes identified by [redacted] ("Department") audit, a competitive electric supplier, such as Dominion, must advance those tax payments to the Department then collect reimbursement from the customer.

Prior to tax year 2009, Complainant filed the required Forms [redacted] with Dominion. In tax year, 2009, however, Complainant did not do so.

4.

As a consequence, in 2012 Complainant's account was flagged as being subject to tax by the Department during the Department's periodic audit of Dominion's [redacted] commercial electricity customer accounts. The audit determined, preliminarily, that, because no exemption was then on record for 2009, Complainant owed $154.86 in sales tax for tax year 2009. Dominion invoiced the Complainant for the $154.86 on November 29, 2012 based on this preliminary report.

5.

The referenced amount was dctermined to be final in August 2013 and Dominion was required to pay it as part of the Department's final audit assessment. Moreover, since cancelling with Dominion in July 2013, Complainant has yet to furnish Dominion Forms [redacted] applicable to tax years 2012 and 2013.2 Accordingly, it is likely that upon the next Department audit Dominion will again be assessed taxes owed by Complainant with respect to those tax years.

6.

On December 19,2013, Dominion invoiced Complainant in the amount of $759.04. This included sales tax amounts attributable to tax years2009, 20I0,20II,2012, 2013. The 2010 and 2011 charges were inadvertently included -upon discovery of the error the associated amount ($239.25) was reversed. The amounts attributable to 2012 and 2013 total $364.93. Thus, Complainant owes Dominion the $154.86 for 2009 plus $364.93 for 2012 and 2013, which totals $519.79. To date, Complainant has not paid the invoice.

The upshot of this lengthy account history is that it is Complainant, not Dominion, which is in the wrong in this matter and any assertion by Complainant to the contrary is completely without merit.

In the interest of amicably resolving this matter, Complainant-who is receiving a copy of this lctter by mail-is advised that Dominion is prepared to forego recovery from Complainant of the $154.86 attributable to tax year 2009 if Complainant promptly furnishes Dominion the necessary 2012 and 2013 Forms [redacted]. Failing that, Dominion will continue to pursue its legal right to reimbursement of the full $519.79.

Please contact me should you have any questions.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

8SB Case# [redacted], Thank you for all your help in this case. Here are my reasons for disagreemel1t with Dominions reply to this comp~aint.

Here is a copy of a bill from my power supplier in Dec, 2005, which shows I pay my taxes to [redacted], I am told by a representative from my power company that if any other provider was involved on this bill it would be listed in the area that say n Supplier Services" it would have the Name and Address of said Supplier. Basic Service Fixed means [redacted] Supplied this power. On the second page of the 2013 bill I am sending you, I circled the Power Supplier Service and you wHi see it's [redacted]. I am also sending you a copy of a letter dated May 21,2005 that says Dominion" during this time, you wm find that we are listed, on some or all of your bill as your generation orovider", You will also see I never signed this form and mailed it back because I all ready had a power supplier with [redacted], Furthermore r am sending you a copy of my [redacted] Form made out to [redacted] dated the year 2009.

So tile Allegations from Dominion Power Supply saying I owe them money is not true, because in the Sate of Mass you can only have one Power Supply and I have [redacted] for a supplier and I pay my taxes to them,

Thanks Again [redacted]

Review: I called Dominion to open new service. After they completed the order for new service and gave me the new account number, they transferred me to "[redacted] which they said was for "Confirmation service". But [redacted] started asking me whether I had ordered [redacted] TV or not. I repeatedly told the [redacted] representative that I did not want to talk about any service other than the Dominion Electric connection I had just ordered but he insisted that all they did was send a confirmation email about the services I had just ordered from Dominion and he harassed me so much I had to "Confirm" my name (I had to spell it twice) and my email address (I had to spell that too) and the new address and the move-in date. Then he asked me if I had ordered [redacted] service and that he would provide me with an offer which was lower. I told him I did not want to talk about [redacted] TV I just wanted to finish my order for Dominion power and end the call, but he listed [redacted] and some other names. I told him repeatedly that I had no interest in them, but he insisted on knowing what my [redacted] provider was, so I said [redacted]. Then he asked if I wanted cable, internet and phone, so I repeated again that I did not want to talk about about cable. His behavior was HARASSING and gave the impression that if I did not co-operate my order of Dominion Electric would be affected, although he said he was not offering anything to do with the Dominion Electric connection. He asked if I had already contacted [redacted] about service for the new address, and I said no, and he asked if I got all three services from [redacted], and I told him I only got internet and phone, then he quoted a "low" price of ** dollars per month. I told him that I already had comcast and that I paid much less than that and he asked how much I paid. At this I repeated that I had no wish to talk about [redacted] TV and just wanted to finish whatever was related to my Dominion Electric order I had just placed. He said he "was just trying to help me order services from [redacted] more easily" and that "if I called [redacted] myself I would have to be on hold for 30 minutes". I said that is fine with me. He said "I am just trying to help you order [redacted] service more easily but you are adamant about contacting [redacted] yourself" and I told him that is my business, then he asked if I wanted him to connect me with [redacted]. I refused again and he finally hung up. So I called Dominion Electric to complain about this harassing behavior but the Dominion representative said that everything was fine, and that [redacted] was just trying to help me order [redacted] TV. My complaint is that Dominion never made it clear that I did not need to talk to [redacted] if I did not want to, and instead said the [redacted] representative would "Confirm" my order. It is misleading and harassing because it forces the consumer to talk to [redacted] and give them "confirmation" information such as name, email address, home address and move-in date and all the while the [redacted] representative is trying to make a commission by selling [redacted] TV.Desired Settlement: In future make it clear to the customer that they do not need to talk to [redacted] if they don't want to

Business

Response:

September 24, 2013

Dear Revdex.com,

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

This issue was forwarded to [redacted] who contacted our customer directly. We certainly regret the manner in which this call was handled and it has been addressed internally by [redacted].

If you have any additional questions, or if we can be of any further assistance, please call us at[redacted].

Sincerely,

Dominion Virginia Power

Dominion Virginia Power's website extolls its "civism," which it defines as "good citizenship." Dominion says its "civism is demonstrated in many ways--from our environmental programs, community activities and charitable giving, to educational and energy conservation programs."

Dominion further says that "Environmental quality is inherently long-term. Dominion works to protect and enhance the economic and environmental quality of life Dominion is focused on meeting our customers' energy needs in an environmentally responsible manner. We know that today's operations affect tomorrow's environment."

Dominion's "civism" apparently does not extend to its neighbors, even those who are in residential zoned areas.

In November 2013, the company installed a transformer near our home that emits a constant 60-hertz buzz that is extremely annoying to us and four of our neighbors who signed on to a letter asking Dominion to try to mitigate the noise.

The noise can be heard throughout our home, and the local and regional substation supervisors who visited us both said they could hear the noise inside our home. Dominion conducted a sound study that (shocker!) concluded that the noise was within legal limits.

Elegantly crafted PR products may seem somewhat disingenuous to those who are denied the enjoyment and peace of their home and grounds by a constant whining buzz.

There are many products on the market intended to contain or mitigate noise. We would like to see [redacted] stand behind Dominion's statement that "Environmental stewardship is embedded in Dominion's culture and core values and is the responsibility of all employees." If justice and decency do not reside within [redacted], then they do not reside within Dominion. [redacted]

Review: I called Dominion this morning (January 13) to try and get my payment deadline further extended by 48 hours. I had to pay $129.29 (half of my total bill) by January 14 to avoid disconnection. Unfortunately, I work part-time at a university which was closed for two weeks during the holiday season, and I missed a whole paycheck, which is why I had to extend my payment deadline through the online system in the first place. All I could pay today was $100 because I only have $123 in the bank at the moment, and I explained the situation both to the customer service associate ([redacted]) and her supervisor ([redacted]). I offered to pay $100 immediately and the remaining $29.29 (or more, as much as I could afford) on Friday, January 16, when I receive some money that I had to withdraw from my retiring account to replace my missing paycheck. Both the rep and her supervisor were inflexible and refused to accommodate my request saying January 14 was the latest my payment could be extended, the dates are automatically generated and there was nothing they could do, so if I didn't pay the whole amount, my account would be subject to disconnection. I can't believe Dominion doesn't have a way to override the computer that generates these dates. I would have paid most of the due amount anyway, and the remaining $29.29 only 48 hours later. 48 hour is nothing for a big corporation like Dominion to wait to get $29.29, but it's a long time to go without electricity in winter with below-freezing temperatures! When I told the supervisor that I would report this to Revdex.com, she said, "Fine." No joke. Apparently, Dominion doesn't care at all about its customers or its customer service reputation...

To make a long story short, I paid the whole amount of $129.29 online (on the Dominion website) and I'm keeping my fingers crossed that it goes through as I have less than that in the bank. If the payment does go through, I won't be able to eat or even commute to work until Friday (as I don't have any cash on me and my account will be overdrawn) but at least I'll be warm at home. If it doesn't, I'll lose my power for a few days -- all for $29.29 which, for a corporation like Dominion, is a measly amount of money -- and I would have paid only 48 hours later.Desired Settlement: Exceptions can be made especially if we're talking about a measly amount and a very short period of time. I was able to negotiate even with [redacted], so Dominion could do the same instead of potentially leaving customers without power in winter over not even $30!

Business

Response:

Revdex.com,Thank you for bringing our customers' concerns to our attention. We have taken this opportunity to contact Ms. [redacted] and spoke to her at length. While all policies and procedures have been followed in relation to the actions on her account, we certainly understand her concerns. We have come to agreement to resolve the remaining balance on the account and Ms. [redacted] is satisfied with our response.Please let me know if you have further questions.Sincerely,[redacted]

Review: I live in a townhouse in Fairfax Virginia, it is powered by the single power company in the area Dominion power. We attempted to transfer the power from one tenant to another but the online system gave us an error. Only the stop power request went through, but the new account did not. As a result the power was shut off on 4/17 in the AM. I did not realize this was the case until I got off work later that day. I attempted to contact dominion however they were closed. When I called the following day they informed me all of their service technicians were on holiday. They informed me they would not be able to send someone out until Monday. Dominion Power provides commercial and residential power to much of Virginia, and I cannot believe that there are days in which there are no technicians working. After speaking with multiple people on Friday at their call center they were of no help. Fast forward four days, after being without power. I contacted Dominion Power at 8am 4/21 to find out when the service technician was coming to restore power. They could not give me an estimate nor were they helpful at finding out this information. I would think after speaking with multiple Dominion Power employees about being without power for four days they would put my home at the beginning of the list for power turn on Monday morning. This situation is absolutely ridiculous and as a result I have wasted hundreds of dollars of groceries and been unproductive as I was unable to work this weekend.Desired Settlement: The only outcome and reparation suitable for this giant inconvenience will be a refund of $150 for services rendered by Dominion Power.

Business

Response:

Revdex.com,

Thank you for bringing our customers' concerns to our attention. We have reviewed the account and find that no request for new service was received prior to April 18, 2014 which was a holiday for Dominion employees. Emergency personnel are available for electric outages 27/7, however, standard service requests are handled during regular business hours and scheduled for the next available business day.

Additionally, orders are not worked on the requested date based on importance or time of receipt. Technicians organize routes by location in order to be the most productive.

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

Sincerely,

Dominion Customer Relations

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

All communication with Dominion Power was done over the phone. When they told us there was no way to get a service person to turn on power Thursday or Friday I told them that is ridiculous and didn't set up a time, because they were not willing to send someone out. Dominion Power runs a monopoly on the electricity in this area, and it is ridiculous that someone could go without power for any period of time even if it is a new customer. If they want to be the ones allowed to control the power then they should be willing to spend the money to staff properly to avoid situations like these.

Regards,

Review: On 11/15/2015 around 9:30 pm I had a power outage to my house. I called an electrician who determined the problem was on the Dominion Power distribution and charged me $127.50. He contacted Dominion and eventually the problem was fixed at 7:30 am. Dominion repair personnel said our power distribution had been cut by personnel digging to lay in an underground power line. I contacted Dominion asking for a $127.50 credit on my bill due to power outage being Dominion's fault. Dominion told me I would be contacted within 4 days to resolve matter. That was 10 days ago. Have been unable to talk to person at Dominion since then.Desired Settlement: Desire credit of $127.50 on Dominion bill for cost of electrician since outage was due to Dominion personnel cutting power line accidentally.

Business

Response:

Revdex.com, Dominion is already in contact with our customer regarding his request for reimbursement. Reimbursement is not yet determined but our customer has contact information for status updates. Customer Relations & Policy is working with our customer to insure prompt resolution. Sincerely, C. B[redacted]Customer Relations & Policy

Review: I have ask them to stop send a bill for over 9 months now this is harassment I have told them the address where this person lives to take me off they never lived at my address erin b acct# [redacted] has never lived here stoped sending the bill to my address now I have collection agencies send to this is not right I have call them many times but they will not talk it off pDesired Settlement: have them send me in writeing that they have removed my address from this perso

Business

Response:

October 20, 2015

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 CBE Group Collections

Agency and requested to cease mailing collection correspondence to the customer

immediately. The original customer of

the debt provided the other customer’s address for bill forwarding which

prompted the issue. Dominion sends a

sincere apology to the customer for any frustration and inconvenience this

issue may have 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 the customer, please call us

at [redacted].

Sincerely,

Review: Dominion Power of Virginia uses an online bill pay system called[redacted]. This system will not accept any form of payment for my account including credit card, and debit card. So I tried their automated system that you call into and still get the same results. Payment denied. This is completely unacceptable. This system should work 24/7 365 days a year. If it wasn't for them being the sole provider of power I would never use this company again.Desired Settlement: I want Dominion to have someone call me personally before the bill is due on December 3rd and personally handle the payment of my account. I would also like someone to explain how an automated phone payment system can't process a brand new valid credit card. This is unacceptable, not a happy customer and I will tell other people if this is not resolved in a timely manner.

Business

Response:

December 1, 2014Revdex.com,Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and respond as necessary. Although Dominion does not directly handle customer electronic payments, we offer several payment methods for our customers. It appears the customer experienced a payment issue on November 27 using our vendor [redacted]; however, our investigation with [redacted] did not reveal any issues with their payment system on this date. Dominion customers may choose free payment options such as automatic bank draft, or by signing up for electronic billing ([redacted] under [redacted] via our website. The non-free payment options such as, credit card or debit payments using the automated service through [redacted] or authorized payment location centers, are used by our customers at their discretion. Certain convenience or transaction fees may apply. To learn more about these payment options, the customer may contact our Customer Service Center at [redacted] or visit [redacted] and type keywords: "Payment Options." Again, thank you for allowing us the opportunity to address this customer's concern. If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at [redacted]. Sincerely, [redacted]Customer Relations & PolicyDominion 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]. Also their review of the system is a lie because I tried more than a credit card through the system and even a bank card would not work. Don't worry I will never be a customer again after december.

Regards,