Dominion Virginia Power

Review: We are in a relocation in **, for a year, My husband apply to Dominion to provide us with the energy services, they told me that if our credit is high we dont have to paid $200.00 dollars as a deposit, I received a letter from Dominion asking for $200.00 as a deposit and they says that my husband credit is 338, which is false, his credit is 670, I contact the credit score and they sent me his credit number which is 670, hes credit was over 700, but because we are refinance our house in NJ and apply to many apartments in **, his credit get lower, I contact Dominion, and they told that they made the decision on base on his credit, I told them.I contact the credit and is not 338, is 670, which is good, and they told me that even he has that credit he needs to paid the $200., I Spoke with one of my neighbor and she told me that she have dominion too, and she does not need to pay the $200 deposit, and her credit is a lot lower than my husband, I contact Dominion, again, and they can explain to me Why, I have to paid the $200 with my credit and the other with lower credit not need to paid deposit.Desired Settlement: not to make a deposit of $200.00 dollars, we are moving frequently we paid our billed on time, we do not need to pay the $200.00 deposit.

Business

Response:

Dear Revdex.com, Thank you for bringing [redacted] concern, related to their security deposit, to our attention. Dominion’s Terms and Conditions, which are approved by the [redacted], affirm that security deposits may be charged to all new customers based on the credit score provided by [redacted]. The credit score used by Dominion is the [redacted] Telecommunications, Energy, and Cable risk model ([redacted]). [redacted] is a utility industry-specific model which uses information contained in the consumer credit file to predict how consumers will pay their utility bills. When a security deposit is assessed a letter is sent to the customer explaining the reason for the security deposit and the [redacted] is specifically explained at the end of the letter. To comply with The [redacted], when the deposit requirement is based on information received from [redacted], the letter will include the following: • The [redacted] or utility credit score – this score may be different than the [redacted] score the customer is familiar with • Other factors in their credit report that drive this score The [redacted] credit score is the credit score with which most customers are familiar. However, there is not just one type of credit score. There are multiple types of credit scores, each of which is determined by factors pulled from the consumer’s credit file. Any credit score will be driven by these factors based on a weighting system developed for that particular industry. These factors are listed on the letter that we sent to [redacted], in order of importance. This weighting system may be different depending on the type of credit scoring that is being performed and by what lender. For instance, factors that are important to the utility industry may not be ranked in the same order as those factors that are important to the mortgage industry. If the [redacted] dispute their [redacted] score or information contained in their credit report, they may call [redacted] at [redacted] to ask specifically about their [redacted] score. There is an option for waiving the security deposit. A Credit Reference letter from another electric or gas utility may be submitted for a 1st time customer. A Credit Reference Letter is often referred to as a Letter of Credit (LOC). The LOC must: • Reflect zero late payments. • Be for other electric or gas company service within the last 12 months. • Reflect at least 12 months of service with the utility. Mailing Address, fax and email for submission of the LOC: Dominion VA/NC Power [redacted] Attn: Customer Credit Services[redacted] Fax[redacted] Email address: [redacted] We trust this information will be helpful to [redacted] in resolving their concern. Customer Relations can be reached at [redacted] for further questions. Sincerely, [redacted] Attachment: Security Deposit Letter

Review: In early 2015 my mother [redacted] became extremely ill and hospitalized. She was in and out of the hospital and was unable to pay Dominion Power by her due date. This had never been an issue before and she has always maintained a flawless payment history. After her release from the hospital she was order to have oxygen 24 hours along with several other medical devices in order to stay independent in her own apartment. She has always had budget billing that enabled her to pay the same amount every month. She is a senior on a very limited income of 753 dollars a month and after her medication,rent,lights,and a small amount of food it leaves her with 50.00 A while later she received a bill from Dominion that was 6 times the amount that she would normally pay. She contacted the customer service to inquire about the billing and they explained to her that because she was late on paying her budget billing that she was removed from the program and now ALL of the money that would have been billed was now due. The young lady told her to call 211 for help and social services. She also advised my mother to have her doctor fill out a medical form showing that she was using medical devices that must run 24 hours. The form was filled out and faxed by the office. This did nothing for the billed amount it just ensured her more time to pay the bill without being disconnected. In May I became my mother's Power of Attorney and I myself contacted Dominion when I found that her bill had ballooned to over a thousand dollars. I was shocked and floored at the lack of concern of their customer service. I explained to them that my mother was on a fixed income she was a senior and only takes in 753 dollars a month. How can you expect her to pay you over a thousand dollars. She stated that this is a Dominion Power Policy and there was nothing she could do. It is impossible to pay down this bill while being billed again each month so the bill stays over a thousand dollarsDesired Settlement: I would like Dominion Power to look at their budget billing policy and help my elderly mother with this bill, with consideration of her income. They are the only power company in our area so this policy effects her neighbors in the independent living home. We would like an acknowledgement that they understand how harmful this is to low income seniors that miss payments due to hospitalization which is no fault of their own.

Business

Response:

Revdex.com,The complainant is not our customer of record. Additionally, we do not have documentation of Power of Attorney (POA) for the customer of record. The customer of record can contact Customer Relations & Policy (CR&P) at 1-800-938-2118 to discuss payment arrangement options. If the complainant wishes to contact CR&P, POA documentation must be presented in order to release information and/or make payment arrangements.Sincerely,Customer Relations & Policy1-800-938-2118

Review: Regarding account number [redacted]. In 2014, I moved to my current location. At the time I moved, I was charged a security deposit with the understanding that after 12 months, the deposit would become a bill credit. On June 4, 2015, I received a bill credit in the amount of $0.89 and it is listed as "deposit interest applied". To date, the actual deposit amount has not been credited. Due to my work schedule, I am asleep during standard business hours. I have sent three letters to the address listed on their website for "Correspondence". To date, those letters have been ignored.Desired Settlement: My security deposit applied to my bill immediately is the only reasonable outcome.

Business

Response:

Revdex.com,

Thank you for bringing our Customer’s concerns to our attention.

We appreciate the opportunity to research and respond as necessary.

Residential security deposits are eligible for refund 12 months

from the date the final installment is received if the account is in good

standing. Dominion has received a letter from this customer requesting the same

information and we will respond to that letter quoting the specific

requirements necessary to obtain a deposit refund on this account.

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

customer’s concerns. If you have any additional questions, or if we can be of

any further assistance, feel free to call [redacted]

Sincerely,

Dominion Virginia/North Carolina Power

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have never received a disconnect notice on my account and have never been removed from "Budget Billing". As far as I am concerned, I have met the requirements to have my security deposit refunded, otherwise, the deposit interest would not have been applied to my account.

Regards,

Review: Accounts for electricity in a brand new 150+ unit apartment complex were opened in our business' name. This apartment complex was built on land we sold to the developer almost 2 years ago. I have called Dominion Power several times to say these are NOT our bills and should be removed form our name, and I also called the developer. I got 2 more bills today, and I have reason to believe there are dozens more accounts that are in our name, and the bills are being mailed to an address not affiliated with us. I only know this because a person at this address called me to say they had received dozens of "our Dominion Power bills" at their address.Desired Settlement: I want all of these Dominion Power accounts removed from our name; along with any charges. I further want a written statement from Dominion Power that says that these accounts were opened in our name in error and that the accounts have been closed and that no money is due from us.

Business

Response:

July 16, 2015

Revdex.com,

Thank you for bringing this customer’s concern to our

attention. We appreciate the opportunity

to research and investigate further.

Dominion has resolved the customer’s billing issue. Our research revealed the new owner inadvertently turned on service in the former owner's business name. The new

owner has accepted responsibility for energy consumption and billing period. Accordingly, Dominion transferred the balance

owed from the previous customer to the new owner of the property. Additionally,

the Company recalled the debt from the collection agency and has not reported the

debt to the major credit bureaus.

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

Sincerely,

Review: Dominion Power used my previous application for service to also connect service for a new construction house across the street. I received invoices for that house in my name. Thankfully my mailman pointed out a potential issue. I spoke with Dominion Power and found out that the neighbor's house was indeed linked to me, including my social security number etc. After an hour on the phone, it was determined that someone at Dominion Power selected my account to connect the new house to the power grid. I was also informed that "this should not have happened." New Construction service should have been put in the builder's name. I can only assume that the builder is the one who contacted Dominion to connect the new house to the grid. Why their name or account was not used to start the service is beyond me.

The service department has stated they will remove the charges and "unlink" the account from my name. I have requested hard copy proof of this. They denied my request for a service credit for the time I spent resolving their mistake.

I am highly concerned that a new service could be started using my old application, and that there was no oversight by management. It was almost like this happens all the time. I explained to the service representative the lasting impacts this could have had on my credit, etc. There was little empathy. I was told that "we could have gone back and corrected this retroactively at that point." or something similar. Clearly there was a disconnect about the seriousness of the potential impact. I would worry about other consumers who have no choice in the power company that services their area. With all of the talk about identity theft it is irresponsible that a business such as the power company would freely establish service in my name, under my social security number.

I will be alerting my neighbors and builder to this issue in hopes no one else has experienced this issue or worse yet doesn't know there is a problem

Thank you

-[redacted]Desired Settlement: Dominion Power should immediately stop the practice of using existing consumer accounts to establish service for new construction.

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 matter that prompted our customer to write. On May 29, the customer contacted our Customer Care Center and we immediately began to research his concerns. Our investigation revealed a human performance error occurred while establishing electric service for new construction. The customer was correctly advised a billing adjustment would be made to remove all associated charges. Effective May 30, the billing adjustment was complete. We concur this incident has not impaired the customer’s credit history with us.

Per the customer’s request, an account statement confirming the billing adjustments will be mailed very soon. This type of incident is not typical; however, we will use this customer’s experience to improve future processes.

Again, thank you for allowing us the opportunity to address the customer’s concern. 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

Review: In 2009 my service was disconnected in error because of a forwarded balance from an account that was not mine a and it took them months to determine Where it came from. Once researched it was stated in a letter that sent fromDominion that they had submitted my account to collections in error. upon having my service disconnected my deposit with interest had been taken to cover a portion of that bill that was ultimately forward to my account in error. I recently moved out on my own again and require the service for electricity. At that time I spoke to a representative about the error made on my last account even faxing over a copy of the findings. A few days later I received save voicemail from another research reps asking for more information to research a situation that had already been given a decision that took over a year the first go around.Desired Settlement: I would like my initial deposit that was taken and used to pay an account that was not mine return to plus interest that it would have occured in a check to me not credited to my account

Business

Response:

Revdex.com,

Thank you for your recent inquiry on behalf of our customer concerning a prior disputed amount as well as the application of the deposit and interest. A thorough review has been performed and our records show the disputed amount was cancelled in our system on October 10, 2012 reducing the account balance at that time to zero. The prior deposit of $[redacted] plus $[redacted] interest was credited to the account December 9, 2009.

A recent application for service has been processed per customer request at the current address and a new deposit assessed in accordance with our Terms & Conditions.

We trust the above information properly addresses the customers concerns. Should the customer have any further questions, please contact our Customer Care Center at [redacted] or our Customer Relations department at [redacted].

Sincerely,

Dominion Customer Relations

Consumer

Response:

03/13/201,4

I am writing this letter to brief to researcher on the problem at hand.

In 2009 my account [redacted] was open and current refer to [redacted]

The very next month the total amount due was 482.17 and it's because it reflected a balance forward for 475.52 which was not occurred from my own account.

Dominion was contacted and a dispute was opened and was to be researched, at that time I paid only the currently occurred usage because I knew I wasn't responsible for that forward balance.

By December the dispute had not been resolved and the account was established deposit was applied to the outstanding balance. ($255.93)

Because I was still a resident the service was rendered under a new account # and the remaining $226.90 was forwarded to [redacted]

The service for this account was closed in May 2010 because I moved from the property and at the I was going through a life change because my fiance' was murdered I wasn't in the state of mind to be going through a dispute for a utility bill.

In 2012 I decided I wanted to buy a home and realized that the dominion account was on my credit so I opened the dispute back up. At the time I spoke to and worked with a [redacted] who ultimately made the decision that dominion had forwarded the 415.52 from an unknown account that was not in any way related to my account so the disconnect was at fault on dominion's behalf. In turn my deposit that had been applied to the incorrect balance should be returned to me plus interest.

Thank you in advance for your help in this matter

Business

Response:

[redacted],

Thank you for the additional information and billing statements. Would you by chance have any billing statements after January 2010 as well as any documentation of any payments rendered to this account? This information would be beneficial to our investigation of your inquiry.

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

I don't have any additional information at this time all I have are the documents that I sent in. I feel like dominion should have the account records. If they made the decision that my account was reported to collection in error then the amount shown taken from my deposit should be refunded to me.

Regards,

Business

Response:

I spoke with [redacted] from the business and he stated that the account was a case of ID Theft. The $[redacted] deposit for that address was applied to the consumer's late payments on the correct address. These payments include $[redacted] and $[redacted]. Current charges ([redacted] & [redacted]) minus rebilling credit [redacted] CR = $[redacted]. $[redacted] minus deposit & interest of [redacted] = [redacted] Credit Due.

In addition, Dominion Power has stated they are willing to waive the late payment charge for 12/23/09 billing which brings the credit up to $[redacted].The company has a $[redacted] check waiting to send out to the consumer for remaining credit owed.

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.

The consumer called and stated that the pending accounts are not her bills.

Regards,

Review: This complaint is regarding a business account with Dominion Virginia Power.

In December 2014 we purchased a new building and applied for electric service. On December 12/29/15, a full year later, we received a disconnection notice from Dominion Va Power for this building. This notice was for $9,399.30 for a five month bill from 12/8/14 to 5/1/15 - when our new tenants transferred the electric to their name. We never received the original bill which they claim was mailed in May 2015 or any late notices. I verified the mailing address was correct. We have many accounts with Dom Va Power and have had no problems receiving other invoices so I do not believe this bill was ever mailed to us. This is just one of many problems.

I have 4 pages of notes from when we purchased the building in December 2014 until receiving this disconnection notice. This building was vacant yet Dom VA Power claims this is actual usage. However their delay in billing has prevented us from determining how or where this electric was used. Had we known earlier we would have found the cause and shut it off.

I spent many hours on-hold trying to resolve this matter. On 5/5/15 I was told our bill was adjusted down to $475.40 and Ms. F[redacted] said the bill would be sent asap. We received a Closing Bill dated 5/5/15 for $1049.78 which was promptly paid. I thought this was the entire bill for this building since the billing date coincided with my last conversation with Ms. F[redacted] We heard nothing more from Dom Va Power until receiving the disconnection notice on 12/29/15, almost 8 months later.Desired Settlement: On January 22, 2016 I offered to split the bill with them. I felt this was more than reasonable considering their delay prevented us from eliminating the source of the power usage. I told them we would send a check for $4698.51 within a week if they agreed. Today I received an email stating they are willing to offer a “courtesy credit of $500 due to some customer service issues and delayed billing”. I wasted more than $500 waiting on hold when they did not return calls as promised.

Business

Response:

Thank

You for bringing our customer concerns to our attention. There were two

individual accounts located at [redacted]. Applications

were received in March and April 2015 to backdate the billing to December 8,

2014. Bills were rendered to the mailing address on file which has been

confirmed with our customer to be correct. For some reason the customer

received bills for one of the accounts; however, has no record of receiving the

bills for the other account. Per customer request we faxed a copy of the April

2015 bill to the customer for their records. The customer then informed us the

usage was very high for a vacant unit. After reviewing the billing, it was

determined we would rebill the account on a different billing rate which would

reduce the amount of the bills in question. During the rebilling process, the

customer was issued a bill for outdoor lighting only and thought that

was the rebilled amount for the metered service which was not the case. The

customer was advised of this. The billings from December 8, 2014 through May 1,

2015 were based on actual meter readings, no estimated readings. Additionally,

since the service was not placed in the customer’s name until March (due to

customer error), and had to be billed retroactively to December 2014 at that

time, and was soon after placed in a new customer’s name on May 1, this left

little opportunity for the customer to recognize the unexpected usage and

investigate. When customers contact us regarding high bills, we attempt

to help explain the usage. However, we are not always able to do so due

to a variety of factors. Some of the key factors to consider when comparing

electric bills are the number of days in the billing cycle, rates, and the

average daily temperature during the time period in question.

Although

the billing amounts are correct as rendered, we do feel there were some areas

of potential improvements to the customer service experience, therefore we have

offered to apply a goodwill credit to the account.

Should

there be any additional questions, please feel free to contact our Customer

Relations & Policy department at (800) 938-2118.

Sincerely,

Mr. T.

B[redacted]

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.

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

Regards,

I dispute this explanation from Dominion Virginia Power. I now know there are two accounts at this address but had no way of knowing that when I applied for service. However DOM should have known. On 3/12/15 I even called to ask why the former owner was still being billed. So one of the delays they mention in our application for service is their own fault. It was discovered on 4/13/15 that I never signed contracts for the demand meters. Another DOM mistake. On 4/15/15 their own representative mentioned that usage billed for Feb, March & April was for exactly the same each of those months and highly unusual. One major item not addressed in this reply was the fact that they now claim they issued a final bill in May 2015. The first notification we received was 12/29/15 by way of a Disconnection Notice. That was a time span of 8 months. So for 8 months we never received an invoice, a late notice, a phone call or any communication from DOM on a $9,399.30 bill. Someone is covering up their mistakes! For the record, we have no problem receiving mail as we have a secure post office box. This account has been screwed up since day one. I spent hours trying to get things straight. DOM screwed this up and their offer of $500 “goodwill credit” is unreasonable. As I mentioned I have 4 pages of notes documenting my calls attempting to get this account straight. When I called on 5/5/15 I was told by a DOM representative we would receive our final bill asap. I received a Closing Bill with this same date about a week later. Naturally I thought this was the adjusted final bill. We paid it and I never heard anything from DOM until 8 months later when we received the Disconnection Notice on 12/29/15. When I called DOM and explained above I was told their representative gave me incorrect information back on 5/5/15. And just for the record that bill was not for outside lights as they stated in this reply. I was told it is for a pump house however nothing is noted on the Closing Bill. I hope this monopoly is not allowed to get away this. They clearly screwed up and should own up to it!

Review: for the past 6-8mos Dominion Power has been not sending me my bills ea month as they had done for the past 13yrs I've lived here. today I had to call for the 4th time about another unpaid TWO month bill. each previous time I called I was told they just had to "get this to the IT people to fix". I was told the same thing today. when I don't pay a monthly bill (because I didn't get one!) I start getting official "DISCONNECTION NOTICES".

besides the fact that a double bill wreaks havoc on a retired person living solely on a SS check, it seems to me to be bad, unprofessional, unfair business to #1 not be able to fix the problem, #2-charge me late fees (refunded so far), and #3 send disconnection notices when the fault lies w them.

as I said--I talked to them again today (4th time) and hopefully the issue can be resolved, but I have my doubts and feel it needed reporting. I also think it might not be just coincidence that for 13yrs I never had a problem. but all this has happened since I have been putting up "NO PIPELINE" signs in my yard. coincidence? Dominion Sucks.Desired Settlement: just thought Revdex.com should hear. is there anything u would do? have there been similar complaints??

i'll definitely be writing again if they don't fix it this 4th time! it's ridiculous. and very aggravating. i'm used to much better quality control.

(30yrs in health care)

Business

Response:

Revdex.com,We have researched the issue with the customer billing and found the customer's email provider considers the address from Dominion to be spam and blocks the emails. We have advised the customer of the steps needed to receive future emails from Dominion. Sincerely,C. B[redacted]Customer Relations & Policy

Consumer

Response:

hello--- I was asked to send a copy of something to/from Dominion regarding last ebill. unfortunately, going back more than 6mos, I was unable to find any Dominion mail. I guess I permanently delete things I think I won't need. sorry---I see nothing at all recently from Dominion ex today I got their "gift card" (in reg mail) to make me "happy". I talked to them today and got nowhere.

Review: From January 2014 till June 2014 They have had a faulty power meter at my house and can't give me a accurate reading of what power I have used. I have been giving a estimate and they want me to pay that or turn off my power. I refuse since they have no way of accurately provide from a meter how much power I have used. They keep saying that I have to pay their guess of what power I used and they admitted that it went on for 6 months and left it that way.Desired Settlement: I would like them to adjust my bill to reflect the non usage and not try to bill me for something they can't provide evidence that I used any power. The amount is $ 904

Business

Response:

Revdex.com,

Thank you for bringing our customers’ concern to our attention. Our customer contacted us requesting that estimated charges for usage while our meter was not recording be removed in full for. Our representative explained to him that the charges were estimated based on actual usage from the time the new meter was installed. The meter used to record this customer’s usage registered a negligible amount for January 2014 and no usage from February 2014 until exchange in May 2014.

As a courtesy, a Dominion helpline supervisor credited the customer bill for an amount based on prior year usage rather than established actual usage for current year.

Our Terms & Conditions as approved by the [redacted] state charges not billed as a result of non-recording meters may be estimated and billed for 5 months prior to the date of discovery. Charges were rebilled for this account for only 4 billing cycles.

It is important to note that our statements indicate usage and detailed charges. The customer did not call to report there was no usage. Normal process found non-use and the meter was removed as a result.

Additional adjustment is not appropriate in this instance. Please contact Customer Relations at [redacted] for further questions.

Sincerely,

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.

They are charging me not for the months in question because they can not tell me I used power and have proof of it. All they can say is they are guessing the amount.

Regards,

Review: We contacted the number for power, or electricity, for an address we intended to move to in November, 2013.

We never moved into the address in question, and the company keeps telling me I need to pay, for services never received.Desired Settlement: Letter of apology, and letter confirming all collection efforts have been canceled, and a letter to all credit bureaus stating that they are in error.

Business

Response:

Dear

Review: I am in the middle of a military move and requested to have power turned off on Monday, 23 December. I asked to have the power turn off delayed until after 10 am. The customer service representative, and then the supervisor, informed me there was absolutely no way to communicate in any form with the technicians who do the service. They also said that their company was instituting an extended holiday over Christmas that would prolong the next available date if I wished to have the service turned off on a later date.Desired Settlement: I understand that Dominion Power is a large company, but I am hesitant to believe there is no way for customer service to contact, through any method, technicians who are in the field and actually doing the business of the company. If I was given the opportunity I would choose not to use Dominion Power in the future.

Business

Response:

Revdex.com,

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

We understand our customer's desire to ensure his service was not turned off until after 10:00 a.m. today. However, because the priorities of service orders may be adjusted during the day, our associates are currently unable to request a specific time for a service request to be worked.

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, free fee to call [redacted].

Sincerely,

[redacted] Relations Dominion Virginia Power

Review: I've called Dominion on 06/13/2013 and I spoke with a representative about a balance that was added on to my account out of no where, he inform me the balance was from the other unit but the figures are not adding up so he will have his manager call me back, no one called me back.. I called 06/17/2013 already upset as no one had called me back and spoke with [redacted] #23 and she told me that as the young man as said that the balance was on the other unit, as I informed her that that is incorrect as the whole duplex has been gutted (which I have evidence from the insurance) and no one lived in the property and still don't.. I've only authorized 1 unit on as the insurance needed the light there to work which i've paid the bill religiously... Now she told me that she would go pull the call and verify if it is me and then they would call me with a solution the following day.. She called me on 06/18/2013 and telling me that I have to fill out a police report in Virginia, mind you I have not lived in Virginia over 5 years, haven't been back since 2011 and I should fly there to get a police report completed, so I asked her as she has stated that she would call me with a solution why I'm I being put through whoops, she had no answer, I was like why can't you say that was not me on the tape, she still did not answer.. I informed her I was done with the conversation as I felt I was being lied, she started to get rude, so I told her to have her manager call me with a solution..the following day Ms [redacted] called saying that they can't confirm or deny if that was me on the recording (which I knew was a lie as her rep prior didn't confirm there was a recording).I told her no one lived in the apartment I keep the light on to make sure the property does not seems abandon..why would I keep 2 apartment units light on? Now they tacked on $240 on my account..no calls/emails/letter or anything was sent to me..now they have the account in disconnection, I need it to be cleared up so I can pay the balance on the accountDesired Settlement: The balance of $246.93 ($240 plus late fee), removed... I've always paid my bill, take a look at my history.

Business

Response:

Dear Revdex.com,

Thank you for bringing our customer's concerns to our attention. We have reviewed the customer's inquiry and find that an account was opened in the customer's name. Ms. [redacted] is advised to send the information below so that we can determine responsibility. All documentation must be received before Dominion Virginia Power can investigate. Once received and the investigation is complete the customer will be sent a letter of results.

Thank You,

[redacted] - Customer Relations

Fax: [redacted]

Email: [redacted]

Mailing address: Dominion Virginia, [redacted]

• Police Report (from district where customer currently resides) signed with officer’s name -OR-

• Affidavit from Federal Trade Commission website or contact the FTC Identity Theft Hotline @ 1-877-438-4338

• Driver’s License/Passport or SSN card

• Proof of residency during time usage occurred

Acceptable documents for proof of residency:

• Vehicle registration

• W2 Forms

• Voter registration

• Copy of pay stub

Review: On my March bill I was charged an over charge of $126.50. I paid off my balance on December 31,2014. I spoke with a rep at Dominion who told me my balance was 0.00. I also received an emailed statement stating the same.I received my February bill for $215.75 I did not pay that on time,I received march's bill for 488.11 a difference of 272.36.I checked the online bill and it said my total amount due was $145.93. I called and spoke with another rep and a supervisor concerning this,I was told it had to do with the payment plan I had set up in December 2014. I tried explaining that I had paid off that balance and had spoken with a rep back in January. There is an amount of $126.50 that no one at Dominion can tell me why it just appeared on my March bill. I've contacted Dominion by mail which I never received a response and email where they will get back to me in 5 days.Desired Settlement: I would like a credit of 126.50 credited to my bill

Business

Response:

On December 31, 2014 customer entered into a long term pay arrangement to assist with the account balance. The terms of the arrangement were to pay $126.50 per month along with the current bill. That is where the figure came from. Unfortunately the terms of the agreement were not sustained. Account details have been provided to the customer through our help line at [redacted]. The customer can view her billing and payment on line as well by logging into her account at [redacted] A complete summary of past bills and payments are available there. There has been no addition added to the account.

Consumer

Response:

Hi The problem is they can't explain where the charge came from. First it's this,then it's that. I've spoken with Dominion a few times regarding it and when I called back in March the rep I talked to agreed with me! I've sent in paperwork showing the charge appearing on the March bill and a payment history where at one point I was in the negative with them.Thank you, [redacted]

Business

Response:

Thank you for the follow up information from our customer. Please see the breakdown below for further clarification of the charge in question. - December 31, 2014 - 3 month payment plan initiated by customer to pay down balance of $760.50 - Down payment received which resulted in a credit balance on the payment plan portion of the bill. - January 6, 2015 - First monthly statement on payment plan reflected the credit balance forward and sent a bill for $0.00 due that month. - February 4, 2015 - Second monthly statement sent for $215.75 due by February 26, 2015. - March 5, 2015 - No payment received for February statement which resulted in the payment plan breaking. The balance forward of $342.25 included the third installment amount of $126.50 from the payment plan set up on Dec 31, 2014 which is the reason the balance forward vs. the prior amount due of $215.75 is $126.50 greater. Our customer can view their bills on line at [redacted] using the Manage Your Account portal for further clarification. Should the customer have further questions please contact our Customer Care Center at 1-866-366-4357 or Customer Relations at 1-800-938-2118. 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.

The payment plan they keep talking about was voided on the 6th of January because I spoke with a rep and was told my balance was 0.00. The bill was pd in full by then.

Regards,

Business

Response:

Revdex.com spoke with the business. The $126.50 the customer is requesting back was a part of the customer’s balance due. The amount was broken up into a payment plan for the customer but when the plan was broken the full amount became due. The customer’s payment plan due balance was seen as a zero balance because she had over paid before that, that does not mean the full balance forwarded had been paid. Dominion Virginia Power stated that a customer can view their bills on line at [redacted] using the Manage Your Account portal for further clarification. Should there be any further questions please contact Customer Care Center at [redacted] or Customer Relations at [redacted]

Consumer

Response:

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

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

Regards,

Christina Fariss

Review: I am a mother of a 6 week old and four year old boy. I just came from a complicated delivery and my son was not well at first. My job also messed up on my short term disability paperwork and I never received my check until I returned back to work there fore leaving my family of four short of income. My husband politely asked for an extension on our payment due to this reason. Dominion granted it. We paid before the deadline and it cleared our bank this past Monday. Come Wednesday at 3pm our power was shut off. My husband immediately called to get this straight. Three hours later my husband was on a conference call with our bank and Dominion power. Our bank representative explained that the payment was sent out in time and cleared the bank also providing proof through fax. The lady from Dominion said sorry about your luck there is nothing that can be done today. We just bought groceries, have a large fish tank, and two small children to worry about. We had to spend the night in a hot house in July, I had to blow dry my hair at my job, throw out new food, and change my sons diaper in the middle of the night with a candle and a flash light. I am beyond appalled that this was proven to Dominion that we had paid and they still took almost 24 hours to turn our power back on. We paid before the extended due date. We still had to pay 20 dollars extra to turn on and it took over 6 hours extra to turn it back on. They told us to go stay with other family. How are they to know who we have close by? When there are children involved what is the hesitation?Desired Settlement: We would like some kind of credit on our account due to the pain and suffering my family had to endure. If there was another company to choose from we would leave.

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 understands economic conditions may cause difficulties for our customers. We offer short and long-term payment arrangements to help bring accounts to a zero balance over time and prevent disconnection of electric service. We thoroughly reviewed the electronic trace information for proof of payment received on July 17.

Our investigation revealed on July 15, the customer initiated an electronic payment in the amount of $214.70 through their financial institution’s online bill payment service. On July 16, their bill payer submitted the payment to [redacted]; subsequently, [redacted] rendered payment to us on July 17.

We regret any losses the customer may have sustained. As we understand, this incident occurred due to an electronic payment transmittal delay due to the customer’s bank procedures and not a Dominion delay. Since our customer paid in faith through her bank and was unaware of the payment processing time, as a courtesy, we waived the reconnect charge for $23.70 which will reflect on the August 19 bill.

If Customer Relations may be of further service to you, please call us at [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,

I complaint was resolved with a 23 dollar waive of reconnect fee, we still lost $100 in food and spent the night in a hot house. I'm just going to drop it because it's not going to get me anywhere. But thank you for contacting dominion power

Review: I think the Dominion Power company has deceptively billed me for $200 extra dollars. Our bill is $652. Please investigate. They might be doing this to other consumers. Thats fraud!!Desired Settlement: Simple bill adjustment of $250 is good. Otherwise we will seek legal actions and then press criminal charges.

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 have contacted [redacted] for further details related to his concern. [redacted] is not able to provide specific amounts or dates in question in order for us to research his claim. Additionally, there are no disputes from [redacted] related to the validity of the billed amount.

Therefore, we are unable to proceed with further review at this time.

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 1-800-938-2118.

Sincerely,

C. Boyd

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.

I think the company could provide a temporary credit of $200 to $300 while I look for my records where they forgot to credit our account. Or put the budget billing that thye removed today back on the account so they don't turn off the electric for me and my wife and three children.

Regards,

Review: This is a request to get my late fees removed. I have been trying to make payments for the electricity bill for the past months on time so I don't occur late fees, however, due to my past balance this has been inevitable. I know Dominion charges late fees because I spoke to a representative quite a few times and made my plea to get my late fees removed secondary to having a previous balance. However, when asked to speak to a supervisor I would be told that they would not be able to do anything for me. However I would like to talk to a supervisor or someone higher about the accruing late fees. If they could be waived I would potentially be up to date with my payments for my electric bill. It's just the late fees keep increasing my original balance regardless of me making regular payments and in a timely manner. And I understand every company has policies however it would be very helpful to me as I am a full time student and I have little children in the house and an elderly disabled person as well. We have been living in our home for years however due to personal problems, illnesses, deaths and job losses we have not been able to completely remain on top of making payments for the electricity bill and due to this I have been accruing late charge after late charge due to a previous balance. It would be greatly appreciated if an arrangement could be made to credit the late fees or for them to put on a hold since I'm making on-time payments with larger amounts than the balances that are due. In this manner, the remaining balance can be paid and the account may be brought to a zero balance. As I have told the representatives at Dominion Virginia Power, I am willing to come to a solution if this can be done. Otherwise the balance due is a large amount to pay in full and will remain the same in the future, I would like to settle this dispute.Desired Settlement: I would like for the late charges to be removed for all the months that I have paid the balance in full.

Business

Response:

Revdex.com,

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

Late payment charges on the account arrears were credited back to the customer as a courtesy in May 2013. We are not able to again credit late payment charges. However, in reviewing the account, we do see we are holding too large of a deposit. Our guidelines for deposits have recently changed. Using the new account deposit guidelines, we have applied a credit to the account in the amount of $[redacted].

Again, thank you for allowing us the opportunity to address this customer's concern. If you have any additional questions, or if we may be of further assistance, feel free to call at [redacted], or our Customer Care Center at [redacted].

Sincerely,

Customer Relations Program Specialist

Review: Dominion Virginia Power is Sending power surges to my apartment. The surges are evident with the 10 year rated energy efficient light bulbs that consistently glow brighter everyday which results in causing them to blow after only months of use. Multiple surge protectors have been burnt up and replaced only to be burnt up again. A pattern that I have noticed is that it happens from the end of a calendar month into the first days of the next month. This, I believe, is to have more kilowatt hour usage and tacked on to the electricity bill. I have kept a close log and taken pictures of my meter to measure my energy consumption in the days and weeks after my meter is read (which is on the 7th of every month.) The evidence shows that my power consumption is far less from the 7th to the 21st of every month, and at the end of the month I have the same routine and generally the same weather/temperature outside the 4th week of the the month but somehow use far more energy. Over the past 3 months I have been Following the 'energy savings tips' on the Dominion website and it has proven to be pointless, as I have followed them by unplugging any unused device and/or appliances, cut back on washing and drying clothes, not using the dishwasher, turning thermostat temperature up so the AC is not used as much, unplugging phone chargers etc. etc. but my bill only gets higher. Another thing is customer service with Dominion Power. No matter what day or time of day I call Dominion A pre recorded voice says "We are currently experiencing Higher than normal call volume." So I end up waiting on hold, a lot of the time more than 30 minutes of waiting. This is ridiculous because it is like I said, no matter what time I call, and the recording is before I even select what I am calling about. Whenever I do connect to a live person, they never listen to me, say the same thing over and over and dodge my questions with banter about 'energy saving tips on their website.'Desired Settlement: I want Dominion to be investigated, charged and dealt with. That is all I want in return, so they quit taking advantage of having a monopoly on the area that I live in.

Business

Response:

Dominion conducted voltage tests and found readings were normal. Also tested integrity of service, checked good. Finally also checked the meter for accuracy, meter also tested good. All Dominion equipment on service checked out good.

Review: I feel that Dominion Virginia Power has been over charging me on my bill. I have had my account number changed twice without notice. Every time I speak to someone concerning my bill they state that the bill is correct. I would like to know how do they read the meter and I would like to see the meter myself. My bill for this month (January) is 291.53. I live in a three bedroom apartment. When the Dominion Virginia Power changed my account number. My bill was totaled in the hundreds. I use to love at a difference address [redacted]. I always had to get assistance with paying my bill. Because the bill is so high and I have a grandson who is on a breathing machine for breathing problems. I would like have a investigation that relates to my billing and cost for services from Dominion. The customer services is so rude. I need some assistances with these concerns. They also took my deposit and apply it to my bill without notice. I feel that I have been ripped off by this company.

Kind regards

Leon StromDesired Settlement: I would like to see the meter reading in person myself. I feel that the meter reading are incorrect and I also will like the meter reading from my old account number before they changed my account. I would like for my account investigated to make sure that I have not been over changed. I will like to see all billing from the old account number and payments that were made on the old account.

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

had the opportunity to discuss this customer’s concerns regarding a perceived

high bill since the information was received from the Revdex.com.

This customer’s meter reading is verified and not estimated. The current

charges are accurate. Dominion has also discussed with this customer our

available Serious Medical Condition form that allows customer’s with

individuals in their home with serious medical conditions additional options

regarding their bill. This customer’s account has been assessed a security

deposit in accordance with Dominion’s Terms and Conditions approved by the

State Corporation Commission for standard residential deposit requirements that

are applied to all residential electric customer accounts.

Again, thank

you for allowing us the opportunity to address our customer’s concerns. If you

have any additional questions, or if we can be of any further assistance, feel

free to call 1-800-938-2118.

Sincerely,

Daniel

G[redacted]

Dominion

Virginia Power

Review: Last year I contacted DVP 3 times about [redacted] dragging shrubs down my driveway and leaving a large pile in my yard for 2 days. It was difficult to find someone to speak to and finally I spoke to the [redacted] department who hired [redacted] to trim trees.

This year [redacted] sent a mass letter to consumers about the [redacted] trimming. I called the [redacted] Dept and told them to have their contractors stay on the easement and do not drag and store all their waste in my front yard, in a detailed message since no one answers the phone. Today [redacted] employees dragged waste down my driveway and stored it in my front yard (again!). So I called DVP for the 5th time telling them the same thing. I need to speak to some official with supervision over the [redacted] dept because I am tired of wasting my time running in DVPs circles for the same thing. What does it take? Who is in charge. The [redacted] supervisor today told me he would disconnect my line and I would be without power. I said I would call the Henrico PD. [redacted] And thus DVP has no interest or control over their contractors.Desired Settlement: Financial reimbursement. Perhaps they will pay attention.

Business

Response:

Revdex.com,Thank you for sharing our customer's concerns. Dominion's forester for this customer's service area contacted him to discuss his concerns. The customer requested instead to speak to a [redacted] supervisor. The Regional [redacted] supervisor contact the customer today. We have agreed to no longer use the customer's property to access the right-of-way to perform tree trimming activities. Our records have been permanently marked to alert the local forester of this agreement. Additionally, the customer has been provided with the supervisory's direct phone number should any additional issues arise.It is our understanding the customer is satisfied with this course of action.Sincerely,

Review: There is a tree in the easement behind my home which is uprooting and threatening my property. This tree has power lines running through the branches. The easement is for Dominion Power poles and lines. I have been unsuccessful in getting any help from Dominion Power up to this point as they make mistake after mistake and do not follow through with their promises.

To give you an idea of what has happened thus far:

8/4/14 - Spoke to [redacted] and submitted work order 9014713 to have the Dominion's dept of forrestry come out and look at the tree. They said it would take up to 10 business days to get someone out to the house.

8/11/14 - Called to get a status update. I know that I was calling 5 days early but I wanted to make sure someone was working on my issue. The rep ([redacted] ID#**) said that the address on the work order was in FAIRFAX, VA....I live in RICHMOND, VA....2 hours away. I told her that since this was DOM's mistake that I needed the issue escalated. [redacted] said that a supervisor would call me within 3 business days. New work order # [redacted].

8/11/14 - Mailed a certified letter letting them know about the threat to my home.

8/13/14 - Called and spoke to [redacted] (ID[redacted]) in the afternoon. [redacted] said that a supervisor was not told to call me and that [redacted] would not have been able to promise that service when I called. I told [redacted] that she most certainly did say that a supervisor would call me in 3 business days and that 8/13/14 was the third business day. [redacted] then told me that they would not have counted 8/11/14 as a business day and that 8/14/14 would have been when someone would have called. I told her that three business days to the rest of the world would mean 8/13/14 and that no one told me that the first day wasn't counted. I asked to speak to a supervisor. I was on hold for 15 minutes and she came back on the phone to say she couldn't get one on the phone, but that she left a voicemail for a supervisor and one would call me back at some point. She said that she couldn't say when they would call back. It is now two business days later and no call from DOM.

This is ridiculous that I cannot get help with this tree. This tree is damaging my fence and threatening to fall on my house and two cars. I had a tree service company come by to confirm that the tree is a threat and they agreed that it will fall soon. Based on the power lines running through the branches I feel that this is a matter for the power company to resolve. Falling branches have damaged my fence before, but I will not sit by and allow my home and cars to be destroyed.

Dominion's lack of quality customer support, and their lack of concern for my family's safety and threat to our property is unacceptable. I have been more than patient with them and today would have been the 10th day that was mentioned in my original work order. It is a shame that there are not other power options in VA.Desired Settlement: I want Dominion to come out and cut down the tree and repair my fence within 5 business days.

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 prides itself in providing excellent customer service. We regret the misunderstanding between our customer and our Customer Care associates. To clarify, Dominion’s Distribution Right-of-Way easement grants us rights for ingress and egress access to our facilities, not land rights.

As we understand, our field personnel responded to the customer’s tree inquiry. Our investigation revealed the uprooting tree in question is leaning away from our facilities and has absolutely no effect on electric service reliability for this or any customer. Unfortunately, this is a private tree trimming issue; not Dominion’s responsibility.

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,