Dominion Virginia Power

Review: I was behind on my bill, and received an automated call to pay or be disconnected. On Friday I went online and set up an online payment to be paid immediately from my account, I set the payment amount (375) to be over the min required to ensure my service would stay active. The payment processed and I was given conformation number. I left on a weekend vacation shortly after. On Monday morning July 28, my power goes out. I call DOM and the agent says I have not made any payments for a couple months. I say I know I was online and made a payment

last Friday, don't you see it, she says no, and that there are no pending payments. she says I owe 373, plus a reconnect fee of apx 24, plus 107 as a deposit for being late. I say I would like to investigate the circumstances of the online payment as I don't think a deposit and reconnect fee should be necessary if I made a deposit. And I don't want to make double payments. She said its a common mistake to make payment without selecting the Pay now button, and maybe that's what happened, but believed it still would have at least shown as pending had that occurred. She connects me with the Internet dept. I speak to [redacted] who confirms that there was a payment made on Friday as I stated. But she says its not being pulled out until today. She says it looks like making online payments is the way I generally pay, but I failed to select the Pay now option. I want back into the system today to investigate why I did not pay immediately as that was in intent (I had the money in my account) ,. It seems th default is to pay the next Buis day, though I could have sworn it was paying the same day when I made it.

The internet agent [redacted] says she will reconnect me as It does show a payment being made, but shes still going to charge a reconnect fee of $24 (event hough I have a "Smart Meter" and turning the service on, is automatic. She also informs me that the deposit is now $340 (or something close to that. I say, you conformed I did make a payment, that payment of $375 was sufficient to avoid shutoff , yet you are still going to charge me all these fees.. You also confirm to me had I changed the default selection to "pay Now" I would not be paying a reconnect fee, nor these hefty deposits.Desired Settlement: I made a payment in good faith in Friday. I was not aware it would not post till today (Monday) the system acknowledged a payment was pending and I did get a conformation number. The agent says its a common mistake that people fail to select the PayNow button (its not the default). The system showed I had a payment made on Friday, yet my service was interrupted on Monday, I am respectfully requesting waiving the reconnect fee and deposit.

You agree to this , and I'll set up auto debit as a compromise (since I do tend to wait to the last min to make payments.,

Business

Response:

Balance forward on the account was due 7/24/14. Payment was scheduled on line 7/25/14 to be received 7/28/14. Credit action had already been completed prior to receipt of scheduled payment. The reconnect charge of $23.70 is valid and therefore not eligible for waiver. As a onetime courtesy, as suggested by customer, upon enrollment in our "bank draft" program, we will waive the security deposit. Enrollment in the program can be completed via "Manage Your Account" at [redacted]

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 made the payment prior to the cutoff using their online system to do so. they did not process it in time. I am now aware there was a set of links that would have allowed the payment to be processed a day earlier, and I wish I was aware of that (its not the default im told). But the situation is what it is. I will be happy/ satisfied if they just remove the $23.xx reconnect fee, as the deposit is now moot. I no longer wish to do business with DOM. I wish my service to be disconnected effective COB Aug 9th 2014.

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

Regards,

Review: Problem is I have filed with Chapter 13 Bankruptcy on June 7th, 2013... On June 22 my power was shut off, dominion stated we never received the bankruptcy notice. After numerous calls they finally found the papers and turned it on under the new account on June 23nd after being without power all day and night and having a toddler as well as two pregnant women in the house. The next bill shows where they charged me the turnon fee from turning it on under the new account with a $554 dollar balance.. Which I do not see how that is possible wine a meter reading should of been done between accounts.. but apparently we had to pay for the reconnect fee as well as the whole month which isn't right and we lost some food during the whole day as with a toddler we can't not open the fridge as they need milk. The same happened in September as I was involved in surgery as well as involved in the government shutdown the beginning on October.. But this shutoff resulted in losing about 900 dollars in food from the freezer. I have called many time to try and get a explanation on this and they always refer me to the bankruptcy dept. Which I never receive a call back from.. The power bills were ranging about 200 thru 300 more dollars a month for about 3 months. And I have never received a explanation as to why they are so high. there was a 566 dollar deposit split between three bills but even then they are much higher than average before and there has been nothing changed in our power usage.

Meter Read Date Bill Amount Due Date Late Payment ADJ. ADJ. Desc. Total Plan Due Acct. Bal.

11/1/2013 $237.17 11/29/2013 $10.58 $0.00 $1,167.75 $947.10

10/3/2013 $268.21 10/28/2013 $6.52 $0.00 $920.00 $720.35

9/23/2013 $0.00 $0.00 $23.70 RECONNECT CHARGE $645.27 $466.62

9/20/2013 $0.00 $0.00 $0.00 $621.57 $442.92

9/5/2013 $630.92 9/27/2013 $11.65 $0.00 $1,736.18 $1,246.48

8/5/2013 $610.52 8/29/2013 $5.36 $0.00 $1,093.61 $791.91

8/1/2013 $0.00 $0.00 ($100.00) PMT TRANSFER-TO $477.73 $365.03

7/5/2013 $554.03 7/30/2013 $0.00 $0.00 $577.73 $388.73

6/27/2013 $0.00 $0.00 $23.70 RECONNECT CHARGE $23.70 $23.70Desired Settlement: As well as coverage's of losses due to wrongful shutoff

Business

Response:

Revdex.com,

Review: I have contacted Dominion power by phone and in writing to discuss their proposed new power line near my house. I was informed they would not speak to me regarding the matter and have not responded in writing. My request is for further analysis on impacts of their proposed solution.Desired Settlement: Dominion must perform analysis to determine impacts on my property and health of my family. State policy requires this analysis from an independent investigator.

Business

Response:

Extensive information and studies have been compiled on project. Go to Dominion's web site[redacted] in search window type "[redacted]." Much information is available. If customer has additional questions, a toll free number is provided on the site as well. Look under "Contact Us."

Review: Dominion disconnected our service after we requested and was acknowledged to have been given a payment extension. Additionally our daughter is on heart monitor due to a heart rythm disorder. We notified Dominion last year after our daughter was diagnosed and had documentation sent in from her doctor last Spring (2012). We noticed her issues from practicing Softball and we went through the motions to ensure we had a plan considering we were under a financial crisis as recommended by our Doc at [redacted]. We had an issue in the fall were a bill was due and we had to resubmit all documents. The understanding we thought was quickly resolved. Obvioulsy not everyone at Dominion is concerned about the health of those they serve power too. We called on May 21st when we noticed we needed more time and spoke to a rep who granted us the extension. In good faith even though I knew we had an out my wife and I wanted to ensure Dominion knew why we were behind and provide us the extension. I have had to this in the past due to my wife's disabilities from returning home from Iraq. She was medically retired and we lost her income and we have had to adjust with one income as the VA is overwhelmed with claims and behind getting much needed disability checks out. My wife has mulitple issues that prevent her from working. Regardless, for a small sum of $340 my power is off, I called to remind them of my daughter monitor and to request they turn the power back on until Friday as previoulsy acknowledged and we were refused as the power had been turned off and now they wanted payment. We are only a month behind and have contributed in the past to those who can not afford power and here we are in need, my daughter's health is at risk and they have no concern and the reps I spoke with are out right ill concerned as if they never had a need nor nothing will happen to them to cause them to manipulate their budget for a couple of days. Ms. [redacted] even questioned if I had even called or if my daughter was sick!Desired Settlement: Continued.... She told us we needed a form completed in order to get the form or pay the balance. I asked her if I had the money why would I request an extension? She requested information from our doctors to get the formed signed which concerns me as Doctors sometimes take days to get admin work done. She ensured me it would be immediate, however once she was told the doctor was in she siad it was my responsibility to ensure the document gets signed. The office confirmed over the need for power

Business

Response:

Dear Revdex.com,

It appears your original request was sent to an unmonitored email address.

We have previously reviewed these concerns with the customer as well as The Virginia State Corporation Commission staff. We have no record of an approved medical condition or previous payment arrnagment for this residence, however, arrangements were made to the customer's satisifaction to restore service on May 29, 2013.

Should you have further questions, please contact Customer Relations at [redacted].

Sincerely,

[redacted] - Customer Relations Representative

Review: This is the second time I'm filing a complain about this organization for a similar issue. In the last complaint, it dealt with the organization shutting off my power due to non-payment even though I had set up auto-draft from my account, and they did not take any opportunity to notify me of delinquency.

In this occasion, I had been notified that they have NOT auto-drafted from my account AGAIN, so I when I paid my bill in order to prevent termination, they drafted the FULL AMOUNT ON TOP OF MY AFOREMENTIONED PAYMENT. This is the SECOND time they have engaged in such activity, with this one being more egregious than the first.

Please allow me to reiterate, I have set up monthly auto-drafting from my checking account so I am unsure why we are having these complications.Desired Settlement: They charged me an additional $380.42 on top of the $195.27 payment I had made same day. I would like the aforementioned $380.42 refunded as the $195.27 was the required payment to keep my power from being shut off again.

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.

On

January 5, 2016, a courtesy call was placed to the customer to address any account

or bank draft inquiries, to no avail. We completed an in-depth account review

and discovered the account was enrolled in automatic bank draft via the internet

on June 2, 2015. Shortly thereafter, we

received an internet request to remove bank draft from the account on July 30,

2015. On January 29, a new bank draft

enrollment request was received via the internet after the bill dated January

28, 2016 was rendered for $195.27. Our

records reflect a special enrollment status message was sent electronically to

the customer upon enrollment advising the bill would indicate the date the

first bank draft payment would be deducted. Until then, it is the customer’s

responsibility to pay the bill through their normal method.

Since

we did not receive the payment of $195.27 before the new bill generated on

February 26, a system generated disconnect notice was sent via U.S. mail. To prevent any interruption in service, the bill

dated February 26 indicated we would draft the designated account for the total

amount of $380.42 (which included the past due balance of $195.27) on or after March

12. We are unable to honor the customer’s request to refund $380.42 for the

electricity used (from 12/23/15 – 02/24/16) however; we have processed a waiver

to refund the overpayment amount of $195.27.

The refund check will be mailed on March 16, 2016.

We

regret any misunderstanding between the customer and our Automatic Bank Draft

plan.

Again, thank you for allowing us the

opportunity to address this customer’s concern. If you have any additional

questions, or if we can be of any further assistance, please call us at

1-800-938-2118.

Sincerely,

Ms. K. C[redacted]

Dominion Customer

Relations

Consumer

Response:

[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. While I am not particularly enthused about the methods in which this is getting to a resolution, provided I receive the check for the refund, I will consider this complaint resolved. Provided that money should have been automatically deducted from my account as per my settings in the first place (to which I still do NOT know who modified my account as per their response). If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: [redacted] Operates an appliance recycling program under contract with Dominion Virginia Power. [redacted] removed an old working refrigerator from our home on 10/19/15 per confirmation number [redacted]. Our wood floor was damaged (a deep scratch into the finish) in the process of removing the refrigerator. [redacted] delivery personnel acknowledged the damage and said they would report it and also said we could contact [redacted] directly. I called [redacted] and reached Virginia H[redacted] ([redacted]) who told me to send photos of the damage. H[redacted] said she would contact "someone form their warehouse" who would get back to us. We never heard back from her. We have made about a dozen calls to Dominion customer service over the past couple of months, and each time we reached someone, we were given names of specific personnel who said they would call back and never did, At one point we were contacted by an Alfonzo [redacted] (no voice mail set up for [redacted]) who said he would send us a check for $150. We never got a check or any response at all. We could never reach him again despite sending emails and trying to call. I reached "Denise" at Dominion today (denis29) who said I would have to go back to [redacted] to get this resolved after I gave her the history of the complaint. When I told her that [redacted] is a contract of Dominion and Dominion is ultimately responsible, she agreed to take my information and file "an escalated complaint". She said I may or may not get a call back from someone in the next day or so. I have no confidence this will happen so I am filing this complaint--first one I have ever filed to Revdex.com.Desired Settlement: Dominion Virginia Power will get back to us with a check for $150 (we agreed with a Mr. A. D[redacted] that this was fair) so that we can get our hardwood floor repaired.

Business

Response:

Revdex.com,Thank you for brining this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.Dominion and/or its contractor(s) have been in communication with our customer attempting to resolve this claim. We will continue to communicate with our customer to proactively address their concerns and claim.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]Customer Relations & Policy SpecialistDominion Virginia/North Carolina Power

Consumer

Response:

Hello,

Review: After signing up for power service in July 2012 with Dominion Virginia Power our family elected to draft our bills. Apparently for the last three years under their service we have been paying for a "voluntary" charge for Green Power they we were never made aware that it was voluntary. When we initiated our account it was never mentioned that their was a voluntary charge, nor were we asked to consent to any Green Power program that required payment as part of our bill. We noticed a high charge in our last billing statement, which turned out to be the Green Power charge, and inquired with their Customer Service. They have repeatedly diverted our call and have never provided any proof that we consented to this program except to say that we had received mail over the last three years about the program, which is true except all of the mailings we have been sent were attempts by Dominion Power to get us to sign up for the Green Power program. None of the mailings indicated that we were participating in the program. We estimate that over the last three years we have been billed over $400 just for this voluntary Green Power initiative. We have not been allowed to speak to a manager that can address our concerns and were not even allowed to receive a refund for the our next bank draft on Aug 5th that we raised an objection to. The customer service representative even went as far as to insinuate that the Green Power Program is hidden in the fine print, and that it may even be pre-selected when customers sign up. We would never sign up for a voluntary program if it cost money. The customer service rep also stated that we signed up for the account and the Green Power Program on Aug 10th, 2012 which can't be true because we had moved into the house and were living there since August 1st, 2012. They won't even tell us how much we've paid into this voluntary program. When we went online to un-enroll on their website that option didn't even work properly and we had to call.Desired Settlement: We would like to know how much we have paid into this Green Power Program. We would like proof, if it exists, how we signed up for this program. If it was a hidden program then we would like a full refund and for Dominion Power to change their policies about pre-selecting this option for their customers without their consent. If there is no proof that we consented we would like a FULL refund and an apology.

Business

Response:

After much research we have been unable to determine with certainty how the customer was informed of our "Green Power" program. Records indicate the enrollment was accomplished on line, but no other details are available. Recorded phone calls are not available from three years ago.Dominion certainly offers our apology to our customer for any misunderstanding with the program. The customer should have received a "welcome kit" and annual participation summaries with details of related fees.We have credited back all fees to the customer. Total credited for Green Power enrollment to the customer is $448.04.

Consumer

Response:

After reviewing the response from Dominion Power I accept this resolution as satisfactory and thank the Revdex.com for their services in helping resolve this matter. Although most of the interaction with Dominion Power was difficult up to this point we are pleased they have agreed to this settlement and were transparent in their lack of documentation on our case. In regards to their statement that we should have received a Welcome Package and monthly summaries concerning the Green Power Program, I can 100% assure you that this never happened...so if this points to a clerical error or technical issue then we understand and don't hold Dominion Power in the wrong since they are correcting the situation with the refund. It just shouldn't take three phone calls, more than an hour on the phone, and a complaint to the Revdex.com to get to someone at Dominion Power that can address our concern. 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 live in Virginia Beach and a Dominion Virginia Power subcontractor ([redacted]) was doing work in my development. I have a transformer on my property which according to the work crew required maintenance. The work crew proceed to cut shrubs that they said were within the 10 foot minimum distance from the transformer. The transformer in question was serviced four times over the last twelve years by Virginia Power workers without having to cut any shrubs. When I questioned the [redacted] supervisor that was on my property about it he was arrogant and matter of fact. Perhaps the [redacted] crews are not as skilled as the Virginia Power crews but at the very least they should have given us the chance to dig up the shrubs without damaging them so that they could be moved to a new location. I asked the [redacted] supervisor what his name was and he refused to give his name. I then contacted [redacted] who I was told was the Dominion Virginia Power Supervisor for the crew which was nowhere in sight. Mr. [redacted] called me back and didn't see anything wrong with the crew's actions or demeanor. It's very disturbing that not only your crews cut the shrubs without permission, refuse to identify themselves and at the time were rude to me while standing on my front yard. Perhaps your training for your subcontractors should include people skills. I'm very disturbed by the action of the crew you had working for you. I have filed a complaint with [redacted] electric and I have also asked the Virginia Beach City Council to review the rules regarding easements when it comes to utilities. I would like Dominion Virginia Power to apologize for the conduct of the crew, replace the shrubs that were damaged so they can be planted in a new location and notify me prior to cutting down anything on my property.Desired Settlement: I would like Dominion Virginia Power to apologize, replace the shrubs that were damaged and in the future notify me if they need to cut something down on my property.

Business

Response:

Revdex.com,

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

Our investigation revealed our field crew was performing underground work which required access to our transformer. The decal on our transformer convey obstructions such as trees, shrubbery, decorative screens, or fences may become damaged or removed if they prohibit access to maintain or operate our equipment.

Dominion contacted the customer via telephone on May 7, 2015. The Company agreed to replace the holly bush under the condition that it is not replanted in front of our underground transformer. On May 8, the customer received the new bush. The customer is satisfied with the Company’s resolution.

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

Sincerely,

Ms. [redacted]

Dominion Customer Relations & Policy Specialist II

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 owe the money I am going to pay the 906 pm the 15th of Jan 2012015d they are disconnecting today please please I have 5 children and one is on oxygen all through the night please please talk to them to extend my bill till the 15th pleaseDesired Settlement: To have my bill extended to the 15th of Jan 2015

Business

Response:

Tell us why here...We are able to offer a long term pay arrangement to customer. Customer will need to contact our Customer Care and Energy Management Center, toll free, at [redacted] to request the long term pay arrangement. Customer will need to pay a down payment of $614, before 5 PM on 1/12/15. The rest of the account balance will then be spread over six months, to be paid along with current monthly billing. If the down payment is not received by 5 pm on 1/12/15, the account will be subject to disconnection on 1/13/15. The account has been noted, but the customer must contact the Customer Care center to establish the pay arrangement.

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: Dominion Power stated that once I pay the amount of 652.19 that they will reinstalled my power within the same day. My son was in his nebulizer when they turn the power off. He was suffering an asthma due to his allergy problem with pollen. I paid the whole amount of $652.19, thru bill matrix, and now they are telling me that they cant restore the power not until the next business day which is on Monday (4/27). Now we have to pack our stuff (frozen foods, and all other stuff in the fridge so it wont get expired.)

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.The customer's service was reconnected Friday, April 24, the same day payment was received. Dominion was unaware of a medical condition in the home. We will mail a medical form to the customer for their doctor to complete and return to Dominion so the account can be properly noted.Again, thank you for allowing us the opportunity to address this customer's concern. If you have any additional questions, or if we can be of further assistance, feel free to call [redacted].Sincerely,

[redacted]Customer Relations & Policy SpecialistDominion Virginia 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.

The Customer service I spoke too was rude and unprofessional. I've told them the issue of my son was having an asthma problem and that is why I had to pay the big amount of money to get it connected, but the response I received was that "Well then go take him to the hospital", I mean this is not the way you speak to a customer. I would like a copy of the conversation so if I ever decided to bring this issue to a higher court I just want something for my record. Joking around regarding my son life is a no joking matter and I believe I have the right to do this. I was begging for them to get it reconnect and I felt like I was disrespected by their services.

Regards,

Review: On 21 May we arrived home to find the power out. In the initial call, Dominion said the power would be fixed within 3 hours. We called again that night and received an automated response. The next morning we tried again and were told that our meter had been removed because of tampering issues and we would have to pay an approximately $750 charge before it would be reconnected. While we had noticed that the power bills were exceptionally low, we had lived in the house only six months and were not aware there was a large problem. The first two customer service agents my husband spoke to were extremely accusatory and unhelpful. Dominion blatantly refused to provide an itemized explanation of why the charge was so high and would only agree to provide the itemized statement once we had paid the fee and had the power reinstated. Additionally, this charge changed between the original number we were provided and what was provided in the statement. It was over 48 hours before the power was restored to our house.

We firmly deny that we tampered with the meter. As I mentioned, we only recently purchased the house and didn't even know where the meter was. Dominion has provided no evidence of this issue since the meter was removed while we at work. Additionally, Dominion provided no notification in any form (written, phone or email) that there was a concern with the bill. I have paid every bill I have received from the company on time and in full. It is unclear to me whether these payments were deducted from the itemized bill. Nor did the company admit that they had cut the power until 24 hours after the fact and under questioning (third phone call). We were given no opportunity to address the issue before the power was cut and we were financially penalized. Once we were in contact with the company we were given no opportunity to dispute the charges or the accusations. We were forced to pay a large sum with essentially no explanation.

I would like to recognize one customer service agent, [redacted], who was extremely helpful and compassionate throughout the experience.Desired Settlement: We have received the itemized bill. We agree to the payment for back charges for electricity used while the meter was not functioning properly and the associated taxes. However, there are a number of charges based on the fact that the company cut the power and then had to reinstate it. These fees add up to $210 that I want credited to the account. The itemized bill is still referred to these as charges for unauthorized use, which I wholeheartedly dispute. I would therefore like to confirm that this will not be listed as a negative mark on my account with the company, nor will it be reported as an issue that will affect my credit rating.

I would also like an apology from the company. We have been customers for ten years and in that time have never had any billing issues. Instead of engaging with their customers, Dominion treated us as criminals and gave us no opportunity to defend ourselves. It took over 48 hours to resolve the issue, during which time all of the food in our refrigerator spoiled and we were forced to take our two young children (including a one year old) out for food and to avoid the hot house.

Business

Response:

June 17, 2014

Revdex.com,

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

Dominion attempted to make telephone contact to the customer to discuss concerns; however, the customer has not returned our call. On March 28, 2014, the Company mailed a letter to the customer showing the itemized breakdown of the charges. Unfortunately, the Company has denied the customer’s request to waive said charges and fees. Dominion only reports unpaid bill balances to the major credit agencies.

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

Sincerely,

Dominion Virginia Power

Customer Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and note that there is no discussion or offer. We do not consider the resolution to be satisfactory, but have decided to not pursue this further as it is clear that the business has no intention of engaging in a dialogue on the issue or attempting to remedy the situation. As I have informed Dominion, were the company not a monopoly we would promptly take our business elsewhere. While we understand and agree with the business' position that the power that was used must be paid for, we argue that the additional charges connected to the company's actions of disconnecting and having to reconnect the power should not be ours. Had the company been up front about the problem from the beginning, we believe the entire issue for which we are now being financially penalized could have been avoided. We continue to firmly deny that we tampered with the meter. Additionally, due to the secretive nature in which the whole affair was handled by Dominion, we are forced to consider the possibility that the meter actually broke and that the company simply saw a chance to make money.

Given that it is clear the company has no intention of attempting to try and remedy the situation, and that I have no alternative as a consumer but to use their company, I do not wish to waste any more time or energy pursuing the matter and will consider the complaint closed.

Regards,

Review: I had electric service for 75 barclay place turned on in August 2015. It was supposed to be a transfer from my then current home of 134 Scarborough Pl. I never moved into the apartment and am receiving a bill from Dominion 6 months later in the amount of $230. Dominion cannot see where I asked to have the electric service terminated yet they can see where I kept the service at 134 Scarborough Pl. I did all of these requests online and called in as well. I have never received any bill or phone call from Dominion about this account, although the bills were not being paid for 6 months. They advised I did not have a phone number connected to the account nor a forwarding address and that is because I don't think the account was properly set up because I NEVER moved into the place. I asked why hadn't someone contacted me at the 134 scarborough information before now, but the Supervisor could not answer that. She advised I needed to call Barclay Place to see why they had not put the service back into their name. I think if Dominion was able to find me a month ago to put these 6 months worth of charges onto my account they could have found me long before now. I have never seen where they have gone this long without letting anyone pay the electric bill. I have not even seen the bill. I know that I requested that service terminated when I requested that the Scarborough Place remain on. As I stated, I tried to do the stop/start online like I did when I setup the transfer and as well I called in. It was not even 3 weeks later because I never moved into the apartment because of mold.Desired Settlement: I should not have to pay for services for a place I never moved into. The electric company has ALL of my contact information and they should have contacted me before now about unpaid bills! it's funny how they found my account as of Feb to just slap the charges on but couldn't do that before to advise me of these bills as I've had continued service with them this entire time.

Business

Response:

Revdex.com, Thank you for bringing our customers' concerns to our attention. Review of the account shows start of service at the request of the customer but there is no record of a customer request to end the service or to cancel the request for service. While we understand the customer never moved into the residence, the customer accepted responsibility for the services until we were notified to remove the name. We suggest the customer contact the rental office of the complex to request acceptance of responsibility for the services. An email has been sent to the customer with our contact information. We will be glad to discuss this with the customer once contact is made. Please advise the customer to contact Customer Relations & Policy at 1-800-938-2118 for further assistance. Sincerely, C. B[redacted] - 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,

Review: I am a single person living in a one bedroom apartment. My electric bills for the past couple months have been $200 and now $250 a month. I don't turn the heat above 71/72. I've called Dominion numerous times to have someone come out and audit the high bill because it doesn't seem right to me. $250 a month for power, for one person, for a one bedroom apartment is insane and a complete rip-off. Dominion states on their website that they do "audits" but after many, many phone calls and hours of being transferred from one department to another I was left with no help.Desired Settlement: I need someone to come in to my apartment and tell me what is using up $250 worth of energy. I don't need a reading of the meter everytime they come out, I need to know what is causing the meter readings.

Business

Response:

January 21, 2016

Revdex.com,

Thank you for bringing this customer’s concern to our

attention. We appreciate the opportunity

to research and investigate further.

On January 20, 2016, Dominion made telephone contact to the

customer and together we discussed high bill concerns. Going forward, the Company and the customer intend

to work together to help resolve the high bill issue. The Company has already placed a work order

to schedule an on-site meter test for the customer. Subsequently, the Company will provide the

customer with the results of our meter test by official correspondence.

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

customer’s concern. If Customer

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

call us at 1-800-938-2118.

Sincerely,

Greg [redacted]

Dominion Virginia Power

Customer Relations & Policy

Review: On 5/26/2013 at around 3pm I contacted Dominion Power Products & Services Department because sewage starting coming up through my drains in my bathtub & shower. I panic and called Dominion products & services. They put in a claim for me and told me that someone would be contacting me shortly. I was contacted by someone who indicated a contractor would be at my home between 9 and 11 the next morning. At 11:05, [redacted] called and stated he was running behind scheduled and would be there in 5 to 10 minutes. At around 11:30 am he showed up with, I am assuming his son. The plumbing company stated he could not locate my cleanout tank after 10 minutes but he could put one in for $600. He also stated his equipment was to large for my crawl space and therefore would not be able to snake out the pipes this way. I contacted Dominion power shortly thereafter and explained to them the situation and that the plumber didn't do anything. The supervisor on duty told me that the service plan does not include their plumbers going through crawl spaces or on top of roofs to snake out drains; and that it is my responsibility to locate the cleanout tank for the plumber. Upset and frustrated, I contacted Dominion products & service on Tuesday 5/27/2013 to speak with a manager or someone who could help. I was told there was no one available, to leave a message. I was also inform by the Rep., I was speaking with, that my problem was not a sewage problem but now an in-house plumbing issue and did not have this type service coverage. I am very frustrated with how I have been treated.I complaining that there is nothing in writing that indicates there are restrictions on how to get to a source to do repairs or unclog pipes. I believe they are trying to get out of resolving my plumbing issues and that I am getting the run around even though I have been paying on this service plan since October 2012 and have not had any plumbing issues until now.Desired Settlement: I would like for someone to contact me immediately to resolve this issue and would like a different vendor/contractor.

Business

Response:

Dear Revdex.com:

On behalf of Dominion Products and Services, Inc. ("DPS" or "Company"), I am responding to the above-referenced complaint concerning DPS's Sewer Line Repair ("Program") filed by [redacted] ("Complainant").

DPS denies complainant's allegations of wrongdoing. The facts in this matter are as follows.

Complainant voluntarily enrolled in the Program on October 3, 2012. On May 26, 2013, she called in a claim for a sewer line clog. DPS dispatched its plumber contractor to Complainant's residence that same day. Upon arrival, the contractor found a partial clog in the line. However, the contractor was unable to locate a line "cleanout", the presence of which is necessary for the plumber to access the sewer line to attempt unclogging procedures. Moreover, the Program terms and conditions (copy enclosed), at paragraph 1, provides that "[a]n accessible cleanout(s) installed to plumbing code is/are necessary", and further that "[t]he customer may be responsible for installing missing or broken cleanouts". As such, the cost of cleanout installation is borne by the customer, not the Company.

DPS's contractor explained this situation to Complainant and offered to install a cleanout on the line that very day. Complainant refused, however, and as a result the contractor departed the premises without performing any work on the customer's inaccessible sewer line.

DPS spoke with the complainant on May 31, 2013 and explained again the requirement for a code-compliant cleanout. Additionally, as a customer service gesture, the Company requested that its plumbing contractor agree to give Complainant a discount for the cleanout installation if Complainant elects to contract with them to have it installed. She was also told that if she hired a different contractor to install the cleanout she should contact the Company as soon as the work is complete so that DPS could follow through on attempting to clear the sewer line clog. Complainant advised DPS that she would talk the matter over with family members and call back later with a decision. As of this writing, DPS has not hear back from Complainant.

In the meantime, DPS submits that at all times it has acted responsibly in this matter and is standing by for word from Complainant on whether and when she will have the cleanout installed. Once she does, Complainant (who is being sent a copy of this letter by email and U.S. Mail) should contact the Company immediately.

DPS respectfully requests this matter be closed.

Should you have any questions do not hesitate to contact me.

Very truly yours,

Assistant General Counsel

Review: I have just had my fiancé die of cancer on the 23rd. I was asking if I could get till thursday the 7th to pay the 300 that is owed because of having to pay for the funeral. Please please I am asking for you to help me get them to work with me and not turn my electric off because I have small children.Desired Settlement: For me to keep my electric on till I pay on the 7th please please

Business

Response:

Better Business Office, We have come to an agreement with the customer that is acceptable to her. Please contact Customer Relations & Policy for further questions. Customer Relations & Policy

Review: Virginia Dominion Power is the worst electric company I have ever seen in all my days and I have lived in many places. Our power, and that in our area, has gone out at least once every single month. The cause is always listed as a "project" without warning and the repair times are getting worse every time. I am pregnant and, as I write this, my husband is desperately trying to get our generators to work so our food won't go bad. I am by myself over 12 hours a day, while my husband works in the US Army. He was supposed to be getting ready for work, but is instead trying to set things up for me because we have been out of power for over 7 HOURS now. After calling this company literally all night, they finally answered and told me they had no information to tell me and said nothing about when the problem would be fixed! This organization does not care about people and only want money. Something needs to be done about this corrupt company immediately!Desired Settlement: Virginia Dominion Power should compensate ALL customers affected by an unacceptable lengthy power outage on 02/04/2016-02/05/2016.

Business

Response:

February

9, 2016

RevDex.com,

Thank

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

investigate further.

On February

5, 2016, Dominion made telephone contact to the customers to acknowledge their outage

experiences. Subsequently, on the same day, the customer’s concern was

immediately forwarded to Dominion’s Reliability department for a 3-year outage

history report. As evidenced by the

outage report, the customers’ outages, including the most recent outage on

February 4, have been mainly tree-related, outside of our right of way. The

recent outage involved a wire down and a broken power pole, located near South

Sycamore Street and approximately 90 yards north of Ivy Lane in Petersburg. Other outage occurrences were caused by vehicle

accidents, lightning and equipment failure.

To

minimize the customers’ outage experience, the Company’s action plan is to

patrol the lines in their area and conduct “hot spot” tree trimming. Hot spot tree trimming is tree work performed

in strategic areas prior to the normal 3-year cycle trimming. Additionally, our Reliability team will

perform an infrared scan of our facilities to ensure there are no issues or

damage to our infrastructure. This work

should be completed within the next two weeks and is expected to improve service

reliability.

We regret the inconvenience and frustration the outages have

caused the customers.

While it is never our desire that

our customers be without electric service, even our best efforts cannot

guarantee the flow of uninterrupted electricity. Dominion Virginia Power constantly monitors

and evaluates the performance of its facilities to provide its customers with

safe, reliable service they depend on every day.

Again,

thank you for allowing us the opportunity to address the customers’

concern. If Customer Relations and

Policy may be of further assistance to you or the customer, please call us at 1-800-938-2118.

Sincerely,

Greg [redacted]

Dominion

Virginia Power

Customer Relations & Policy

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].Additionally, my family and my neighbors are ready and willing to go to the media and justice system should this company fail to adhere to its promises, policies and plans of improvement. Regards,

Review: My name is [redacted], I was previously living at [redacted] ( a rental property) and moved out by 03/14/2015. I called Dominion power when I moved out but somehow they seemed to forget that and keep charging my electric bills till 07/02/2015. The account number was [redacted], which is associated with [redacted] address.

Then I called customer service trying to correct this mistake and hope to get refund for electric bills 03/14 - 07/02(I was using auto-payment so the money is automatically deducted from my bank account), The customer service rep asked me to ask community manager of the above mentioned property to call them to testify that I did moved out by 03/14/2015. I asked Ms.Elan (the community manager) to call to testify and she did it on Oct 6th(thanks to her!).

2 weeks later, I got no response from Dominion power and called back and I'd have to tell the story again and again(because I was transferred line by line and every time I'd have to start over, obviously they do not keep notes on each customer calls - NO WONDER why they forget my move-out notification by 03/14/2015 !!!) . Anyway, this time the call got escalated to a supervisor and she promised to have someone call me back within 3 days.

4 weeks passed, and I got no response, so I called again, this time the customer service rep seems to be more reasonable however the phone conversation is not going anywhere either, all he said was they'd get back to me as soon as possible, that was a 45 minutes call and I lost my faith on them.

I hope you guys could help me resolve this matter as soon as possible because obviously it is impossible for any individual consumer to deal with them.

- [redacted]Desired Settlement: I wish to get refund for the money I paid out but I didn't actually live there (from 03/14 to 07/02)

Business

Response:

Revdex.com,According to our records, the customer's concerns were resolved prior to the filing date of this complaint. If there are still questions the customer should contact the Dominion Help Line at [redacted]Sincerely,[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.

NO, it was NOT resolved. Every single time I made the phone call to customer service they always said they would get back to me, they never got back to me, nor did they provide any set date in refunding/reimbursing my bill. Revdex.com is my last choice - I contact Revdex.com because Dominion Power keeps ignoring me (by saying they'd get back to me and never get back to me)I will only consider this matter "resolved" at the time when I receive a check or any type of refund.

Regards,

Business

Response:

Revdex.com,As stated in our original response, the concerns of the customer, related to credit of the current account, were completed prior to out receipt of this inquiry. The customer can request a check refund or leave the credit on the account to apply to the next billing period.If the customer does not wish to contact the helpline, as suggested in our response, Customer Relations & Policy can be reached at [redacted] to further assist the customer.Sincerely,[redacted]Customer Relations & Policy[redacted]

Consumer

Response:

I will close this complaint as Dominion power has provided written verification that they would apply credit towards my new account(see [redacted]). This is an acceptable solution. Thanks a lot for your help Revdex.com. It turned out you'd come in handy every single time.

Regards,

Review: I have been a Dominion VA Power customer for over 20 years and recently made a mistate re my checking account. I opened a new checking account with my bank (in order to remove my ex-husband’s name from the account). I forgot to add the new checking account number to my Dominion VA Power account prior to making my monthly payment. I immediately realized that I made the mistake right after hitting the submit button. I called the company and was told it was nothing they could do. I immediately updated the checking account number and resubmitted the payment which they received and accepted and the payment cleared. A few weeks later when I go to make the next payment, I find out my account has been blocked from paying by check or bank transfer. I can only pay by debit or credit card which is an additional fee. When I complained to customer service and a supervisor I was told the only way they may be able to remove the block is for my bank to fax them a letter stating that I had the funds in my account to cover the transaction at the time. The funds were there (proven by the new payment being made immediately after the first payment was submitted and by the same bank, same routing number just a different checking account number). I just find it hard to believe and unfair that the company will not remove the block for a mistake that I’ve only made once in over 20 years.Desired Settlement: To remove the block from my account based on the mistake being corrected immediately.

Business

Response:

Revdex.com, Thank you for your inquiry on behalf of our customer. We have taken steps to resolve our customers' concerns and communicated those steps to the customer. We trust she will be pleased with the outcome of her account review and agree with the actions taken on her behalf. Please contact Customer Relations & Policy at [redacted] if you have further questions. Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: We purchased our home at [redacted] and called dominion to initiate power. They took our order and then requested a copy of our contract. Sent the ratified contract to the email address they provided, then was told we were on hold. Not approved. Called the next day after my wife fell down the stairs in the dark - no power and was told to provide a notorized letter from sellers agent to confirm ownership - did that today. Was notified we are still on hold because they won't turn on power without deed. We are moving into a dark house with a hurricane headed our way and dominion won't turn on the power. Customer service agents are rude and uninterested in our issue and we can't seem to get any resolution despite being a customer in good standing, never a late payment in 18 years service.Desired Settlement: Turn on the power so we can safely move into our new home. We've provided everything requested in lieu of the deed being unavailable till Friday and still dominion leaves us in the dark. This is unacceptable.

Business

Response:

Revdex.com,

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

Under certain circumstances Dominion requires lease verification or proof of ownership. Typically Dominion is able to validate the lease or deed within 24 hours. The intent of this policy is to ensure Dominion is billing the correct, responsible party. As part of Dominion’s filed Terms and Conditions, approved by the State Corporation Commission, service must be in the leaseholder or owner’s name. Dominion regrets any inconvenience to our customer.

Ultimately, the customer’s request was successfully completed once the additional requested information was received and processed.

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,

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.Dominion was provided proof of ownership on the 1st day. They refused to acknowledge the documents provided and ultimately kept the power off an additional 3 days. During that time my wife fell down the stairs as a result of the unsafe conditions created by Dominion's unwillingness to provide service. To say they were following policy is both inaccurate and insulting. We reject there response finding it lacking accountability or correction.

Regards,

Review: Several of my neighborhood streetlights have electrical tape securing their electrical access panel at the base of the light pole. Outdoor access panels on public property are covered by the national electric code (NEC) which is the same code adopted by [redacted]. I believe the method of securing an access panel with electrical tape is an [redacted] code violation.Desired Settlement: Repair or replace damaged access panels. Secure the functional access panel covers to the light poles with approved fasteners in accordance with the NEC. Remove the electrical tape from the base of the light pole. Recycle or otherwise dispose of any debris that may remain after repairing or replacing damaged access panels.

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 already communicated with this customer and is in the process of addressing his concerns. We have agreed to maintain contact to ensure resolution.Again, thank you for allowing us the opportunity to address this customer's concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted]Sincerely,