Washington Gas

Industrial Road
Springfield, Virginia 22151April 11,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
"">Attention: [redacted]
Re: [redacted]
ID#[redacted]
Dear **[redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review
The account was charged $for the Service Initiation FeeThis charge has been instituted to recover some of the costs incurred by Washington Gas when establishing a new accountThese include, but not limited to, the labor cost of customer support, service technicians and accounting personnelThe fee differs based on the account status
Gas Flowing (Gas on) = $
Gas Not Flowing (Gas off) = $
For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####
Thank you for the opportunity to review this matter for you
Sincerely,
[redacted]
Specialist
Consumer Relations

Industrial Road
Springfield, Virginia
March 4,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
Attention: [redacted]
"">Re: [redacted]
ID#[redacted]
Dear **[redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review
The [redacted] address that the customer complaint of being billed under his name was not provided in the caseAttempts were made to contact customer using phone number that was provided by customer on the caseEmail was sent to the customer on 2/20/to advise customer to call the Washington Gas so that issue can be resolved
For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####
Thank you for the opportunity to review this matter for you
Sincerely,
[redacted]
Specialist
Consumer Relations

"
layout-grid-mode:line">We appreciate the time and effort in making us aware of
the customer's complaintWashington Gas technician came out dated 10/20/
to relight the gas appliance which is the Furnace to resolved customers
concern
Nonetheless Washington Gas will forward this concern to
dispatch supervisors for them to remind and to ensure our technicians on the
field to set proper expectations to our customers

May 8, 2015Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.WG coordinated with the Property Management as instructed by the
customer. Appointment was set but failed due to the Management Company did not
give WG access to the meter and would not release the key. We immediately sent
more letters informing customer that an appointment needs to be made but with no
response based on the history of the account. WG sent more letters requesting the customer to contact WG for another
appointment be set for us to complete the ERT (Encoder Receiver
Transmitter)/Meter, but all failed since no one was able to provide access to
WG technician. WG was able to get the final reading upon the closure of the account
as requested by the customer, which brought up the bill to catch up due to the
previous low estimated reading.For inquiries and
follow-up, the customer can reach us thru our customer service hotline at
###-###-####.Thank you for the
opportunity to review this matter for you.Sincerely, John D[redacted]

Customer's account balance is zero.The account was not referred to an outside collection agency.- [redacted]

January 27, 2015
WASHINGTON GAS SUMMARY OF
INVESTIGATION
Customer’s account was
charged 8 late fees within the previous 12 months prior to being charged the
deposit in September 2014. The customer handbook states a deposit may be
required to maintain an...

account. CONCLUSION /
RESOLUTION: The customer’s account has
not been charged a late fee since September 2014. The deposit request will be
removed as a one-time courtesy.

I have been signed up for Washington Gas ebill and automatic payments for several years. As far as I was aware all was well until I received a letter last week from Washington Gas alerting me that I owed them $916.66. Turns out I failed to notice they had not sent me statements nor billed me nor debited my checking account since Dec 2015. Yes, I should have noticed this, but in the last 8 months my husband has suffered from rapid progression of Alzheimer's Disease and vascular dementia. He also broke his hip. He has been hospitalized twice and also in a rehab facility. I also have been sick for 4 months myself. I did not notice, but in my defense, life is complicated and I have all my bills set up for automatic payments so I thought I was fine.
Anyway, I immediately called Washington Gas and asked them to subtract late fees (as it said in the letter that they would do). They told me they subtracted the late fees and now I owe $927.36! How can you subtract the late fees and then tell me I owe MORE THAN I DID TO BEGIN WITH! And not one word about we are so sorry that this happened, would you like to make a payment plan, we will work with you to resolve this, we did not send your ebill and we did not debit your account and we apologize for that. The representative was cold as ice.
So today I attempted to go online and see the statements I never got and my current account information, but aside from my profile, no information is available online. WHAT KIND OF BUSINESS TREATS CUSTOMERS LIKE THIS! IF I HAD A CHOICE I WOULD NEVER DO BUSINESS WITH WASHINGTON GAS AGAIN. It's about expecting me to pay $927.36 just like that but it's also about how you treat the customer. I should have noticed that I was not getting bills, but they should have noticed too. I could not be more dissatisfied.

[redacted],
 
font-family: Calibri, sans-serif;">Please find the company’s response as provided to VA SCC.
 
From: [redacted] On Behalf Of ConsumerRelationsSent: Tuesday, April 08, 2014 3:56 PMTo: [redacted]; ConsumerRelationsSubject: RE: *. [redacted]--Billing Complaint
 
[redacted],
 
Apparently the enscan device was crossed with this unit (#[redacted]2) and unit #[redacted]1. When the correction was entered into the system, the start index was entered wrong, which caused the customer to be billed incorrectly.  I have sent a request to correct the “R” line index to read 3050 and not 2157.  The customer will be billed a corrected final bill and any credit will be refunded to them and sent to the forwarding address on file, [redacted] SD [redacted].
 
 
 
1.      Provide 24 months of billing and usage history.
 
2.      Provide copies of the customer’s last 6 billing statements.  Attached
3.      Were the customer’s meter readings verified (actual vs. estimate)? The meter readings had been estimated.
4.      Did the customer contact the Company regarding this complaint issue? Yes.
5.      What was the Company’s response to the customer? I do not see that there was much done other than the representative advising the customer that the bill was a catch-up bill.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I have received a letter from Washington Gas Co. dated May 8,2014 that the accounting department will adjust the discontinuance date to August 23, 2013 and that a new bill will be sent. I was a renter and not the owner of the property. I have not lived there for over 9 months. I therefore do not have access to the property nor do I have  the right to give anyone access to the property. I have done everything everything asked of me from Washington Gas Co. to discontinue service and receive my final bill up to when I moved out. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I specifically stated I felt my personal information had been compromised.  I would like for Washington Gas to specifically state that my account information and personal information has not been divulged to anyone.  This included third party they may have enlisted and specifically not through a hack into their computer system.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
[redacted]
Burtonsville, MD
[redacted]
 
November 24, 2015
 
RevDex.com
1411 K Street NW,
10th Floor
Washington DC
20005-3404
 
Attention [redacted]
 
Re: Washington
Gas
Case ID:  #[redacted]
 
Dear [redacted],
 
This letter is in response to WGL ( Washington
Gas company) letter dated on November 19th 2015.
 
First, let me clearly state the relevant facts. On February
14th 2014, I acquire the property located at [redacted],
Burtonsville MD [redacted]. This property needed major repair to bring it up to
living condition. On 2/14/2014, there we no electricity as the seller turned
the electric off.  I assumed that the gas
was also turned off. On 4/25/2014, I called WGL to turn the gas on as the repairs
and remodeling work was about to begin. I did not know that the gas was on from
2/14/2014 to 4/25/2014 as the property was unoccupied.
 
The WGL bill dated on 9/2/2015 had an additional charge of
$243.49 for “reopen Payment –Gas”. I contacted
WGL regarding this charge. WGL informed me it was about gas usage from
2/14/2014 to 5/1/2014. WGL sent me a letter dated on 9/29/2015 that includes
copies of the bill from 2/3/2015 to 5/1/2015. On October 9th 2015, I
had a contact with a lady named June. I then made the request to receive the
justification for the $243.49 charge. By justification, I meant here what were
the gas counter readings and how WGL interpolated the bill starting on
2/14/2014.  I did not receive any
document by email or mail from June regarding this request.  On 11/9/2015, after receiving the November
bill, I contacted WGL customer service since the charge was still there. The
person whose name is Sarah responded that $243.49 charge information couldn’t
be provided since it was no longer on the system. Following this latter phone
call to Sarah I then decided to file a complaint to Revdex.com because WGL did not
provided the bills from 2/2014 to 5/2014 and WGL did not disclosed how the
$243.49 was calculated.
 
WGL’s response for this complaint stated “[redacted] was
already sent a letter with the details of the usage which is shown on the table
below.”  This statement is false. The
copies of the bill I received were for 2/2015 to 5/2015. They were not for
2/2014 to 5/2014. In addition, no document or email was sent to me from Ms.
June. The reasons why I am rejecting WGL response is because WGL was not even able to
attach the bills from February to May 2014 as part of the response. Also, WGL
did not disclose how the amount of $243.49 was calculated.
 
Second, as the letter stated, we called in
to turn on the gas service on 4/25/2014. At
that time, nobody informed us the gas was
on. We thought the gas was turned off at
the same time as electric shutoff on
2/14/2014.  It should be the previous
owner’s
responsibility to request to shut down the
utilities. We didn’t use this property until
we requested to turn on the gas for the
repairs. We don’t think we have the right to
request to turn off the gas on 2/14/2014 on
behalf the previous owner.
 
Third, since this
dispute is on-going, I am requesting the removal the late fee charge
of $0.47 and any
thereafter.
Regards,
[redacted]

Attention:  [redacted]Re: [redacted]ID# Case id # [redacted]Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.As response, we’ve contacted the customer and discussed to them few matters...

about Energy Assistance, payment arrangement, and the security deposit requirement.We’re happy to say that we were able to arrive at a fair and equitable agreement regarding the desired settlement. We also advised her to call on 09/24/2015 to make a 50% payment towards the gas bill for the remaining balance to put into payment arrangement.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, Daniel *. A[redacted]SpecialistConsumer Relations

6801 Industrial Road
Springfield, Virginia 22151
July 3, 2014
Revdex.com
1411 K Street NW, 10th Floor
Washington DC 20005-3404
#000000;">Attention: [redacted]
Re: [redacted]
ID# [redacted]
Dear **. [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
The account was closed on 6/30/14 with the technician turning off the gas service. Adjustment will be made to bill the account for usage until 6/24/14 using a prorated meter reading. A corrected final bill will be made and sent to the service address of the account as there is no mailing address registered on the account. The customer can also check the corrected final bill in the Washington Gas website.
For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.
Thank you for the opportunity to review this matter for you.
Sincerely,
 
[redacted]
Specialist
Consumer Relations

The
inquiry regarding the above referenced customer was forwarded to my
office for review.
 
We would first
like to...

apologize for the inconvenience we have caused the customer.
Our investigation shows in our records, the customer no longer owes
WG any unpaid balance. We made contact to [redacted] recalling customer’s
account, ceasing all collection actions.
 
If customer
wishes to receive a confirmation letter on top of this response,
please have the customer call the WG customer service hotline.
 
For inquiries and follow-up, the
customer can reach us thru our customer service hotline at
###-###-####.
 
Thank you for the opportunity to review
this matter for you.
 
 
Sincerely,
 
John D[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I am the one that reported the leak and I provided all addresses involved in the leak. The response is a lie, the customer service started no leak was reported by me, which was a lie. Pull the call recordings.
Regards,
[redacted]

10 12, 2015
Dear [redacted]:The inquiry regarding the above referenced
customer was forwarded to my office for review.The issue has brought to VSCC and the request to
restore the service has been resolved. If [redacted] the owner of the property
would like to discuss the...

previous issue, he may call our hotline.For inquiries and
follow-up, the customer can reach us thru our customer service hotline at
###-###-####.Thank you for the
opportunity to review this matter for you.Sincerely, Isaiah S.SpecialistConsumer Relations

April 30, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.As of this writing, based on the notes dated 04/10/2015 customer was
given an arrangement to reconnect the service. Customer was also advised...

to
callback to setup a payment arrangement on the remaining balance once the
service has been turned back on. Service was restored dated 04/13/2015. We ask the customer to call us
back to make arrangement on the remaining balance to avoid possible collection
actions.For inquiries and
follow-up, the customer can reach us thru our customer service hotline at
###-###-####.Thank you for the
opportunity to review this matter for you.Sincerely, John D
SpecialistConsumer Relations

6801 Industrial RoadSpringfield, Virginia 22151April 22, 2016Revdex.com1411 K Street NW, 10th FloorWashington DC 20005-3404Attention:  [redacted]Re: [redacted]Case id # [redacted]Dear Ms. [redacted]:The inquiry...

regarding the above referenced customer was forwarded to my office for review.On Behalf of Washington Gas, we would first like to say sorry to the customer with regard to the request to close the account that she called in last 02/01/2016. It was quite unfortunate that both the customer and the new owner of the property who called in to set-up the account the same day had issues. Both request was not processed by our system and we are trying to determine what caused it. We tried to get in touch with the customer by calling her contact number several times but failed. We wanted to let her now that we have already fixed her concern regarding the collection agency and the incident won’t affect her credit history.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, Isaiah V. SSpecialistConsumer Relations

May 20, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.We made contact to the customer informing that the desired outcome
which is to waive the Late Fee has been processed. Payment arrangement on the
gas...

balance was also setup for 12 months installment to be added on top of the
upcoming monthly bills.Just a reminder, WG would like to advise the customer to keep the
payment up to date so that Late Fee can be prevented so is a possible deposit
that might be assessed if incase a late payment occurred.For inquiries and
follow-up, the customer can reach us thru our customer service hotline at
###-###-####.Thank you for the
opportunity to review this matter for you.Sincerely, John DSpecialistConsumer Relations

We thank you for the opportunity to respond towards concern raised. We also want to apologize for the inconvenience this may have caused the customer.Unfortunately due to the multiple occupant accounts (Illegal Gas Usage) the customer was referred to the Office of Mr. [redacted]. We have notified Mr....

[redacted] regarding the case filed by the CuStomer.For inquiries and follow-up, the customer can reach us thru our customer service hotline at [redacted].Thank you for the opportunity to review this matter for you.Sincerely,William S[redacted] Specialist Consumer Relations