Washington Gas

[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:
Dear [redacted],
Complaint #[redacted] 12/12/2015
In reference to my complaint to the Revdex.com #[redacted] on 12/03/2015, Mr. Daniel from the Washington Gas Company left a voicemail on 12/09/2015. I returned the message to Mr. Charles (Mr, Daniel was not available), he told me that they will start sending the bill next month and there is some errors in my account preventing them from sending the monthly bill and the electronic statement. Mr. Charles added that I should receive the bill on January 28 of 2016. His explanation was not clear to me.
Mr. Daniel called on 12/10/15, he said there was an error when my account was converted from the blanket agreement on December 2013. The gas company made a mistake on the way I was billed and I was only billed for the distribution charges. Mr. Daniel said I should be billed also for the gas price or (commodity), according to him. They will make the necessary adjustment and I will be only paying for the last 12 months instead of the 2 years. They will create a new account and I should receive the final bill after 2 weeks. The gas company will credited my account for what I paid during these 2 years. Mr. Daniel told me the gas company will work with me on a payment plan if requested. I did not commit to any resolution till I see and review their final proposal. It is important to note that any error(s) was made, it is solely due to the failure of the gas company.
I have to point out that during the mentioned 2 years I was paying my bills regularly as it appeared on my online account. Equally important I would like to mention that the Washington Gas Company is only trying to resolve this issue after my recent contact with the Revdex.com despite my repeated efforts during these two years.
V/r
[redacted]

6801 Industrial Road Springfield, Virginia 22151 February 4, 2016
-0.13in; margin-bottom: 0in;">Revdex.com 1411 K Street NW, 10th Floor Washington DC 20005-3404 Attention: [redacted] Re: [redacted] ID# Case id #[redacted] Dear [redacted]: The inquiry regarding the above referenced customer was forwarded to my office for review. We made contact with the customer in the hopes of understanding further the dispute. However, unfortunately, we were routed to their voicemail in two occasions. Please be advised that nonetheless, our response is that their statements do show the payments made towards every bill. For example, bill dated November 4, 2015 shows that the previous bill (amount $32.20, date 10/6//2015) received an exact payment of $32.20. This resulted to $0.00 balance brought forward and a current bill of $36.49 (see screenshot below. Do note, however, that the payment of $32.20 are two $16.10 payments on two separate occasions. The current balance of $36.49 was due on December 4, 2015. The payment made for this bill, was one $18.24, dated 11/24/2015—thus resulting to a balance brought forward that was presented on December 8, 2015. See screenshot below.  We understand that there was another payment of $18.34 made on 12/8/2015 but do note that this payment posted after the December statement was already printed and mailed to the customer. We hope that this gives light to the payment posting concerns. On the other hand, we are already in the process of investigating the calls made by the customer to look for coaching opportunities, if there’s any. 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] Specialist Consumer Relations

The customer name on this complaint is not the customer name on record. Washington Gas is unable to provide account information to a person other than the account holder due to privacy policy.
An order will be placed to check for a gas leak at the meter. Washington Gas shows the gas meter...

is located outside so no one has to be home to provide access unless there is a locked gate.

[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: 10224147
I am rejecting this response because:
From: wgc<[email protected]>To: [email protected], Regina Morris <[email protected]>, pickdc316 <[email protected]>Date: Fri, Jan 16, 2015 at 9:39 AMSubject: complaint #10224147
Ma'amHere is an update on the Washington Gas complaint filed with the Revdex.com.  #1  We contacted Washington Gas to schedule a time for them to come and change the meter.  Washington Gas came on Friday, December 5, 2015.  The representative changed the meter and replaced the old meter with a new meter.  The representative left a note indicating that the meter was changed however did not indicate whether test would be performed on the old meter and if so when the results would be made available. #2  We never received an itemized bill for years of 2013 and 2014.  Washington Gas has not provided to date, how the bill was calculated, a billing history nor a payment history.#3 Since changing the meter, Washington Gas has not let us know of the findings of any tests that were performed on the old meter.  Thank you for your assistance in this matter.
Regards,
Walter Carleton

December 19, 2014Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.We made contact to the customer to get more details
regarding the outbound collection calls she’s been receiving since the
information provided on the case filed is not...

sufficient. Customer informed
that Washington Gas personnel from Virginia Office made contact and was able to
provide resolution.Customer has not received a collection call since then.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

May 2, 2014Dear **. [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.The meter was replaced and the usage for the months when the gas usage did not reflect when meter reads were taken was computed and was billed to the account. We apologize...

to the customer for the inconvenience of calling repeatedly to report and schedule the appointment to have the meter replaced. The unbilled gas usage for the period that the meter did not register the consumption will be added to the account but the amount will be open for payment arrangement. The recent reading showed that the new meter is registering the gas usage of the account.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,

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’d like to inform you that the customer contacted us on 08/25/2015 and...

talked to a customer service supervisor. [redacted] and the Washington Gas customer service escalation supervisor both arrived at a fair and agreeable settlement.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

Our records show [redacted]’s contract with [redacted] was terminated on February 28, 2014. [redacted]’s final bill with [redacted] covered the usage from February 25 – March 28, 2014 (copy attached).Currently, Washington Gas is [redacted]’s natural gas supplier (copy of current bill...

attached).CONCLUSION / RESOLUTION: As of the date of this response, [redacted]’s account show a balance of $316.92; which includes the balance from previous bill ($292.97) and the current charges ($23.95).On behalf of Washington Gas, please accept my apology for the delay in responding to [redacted]’s complaint.

April 30, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.Washington Gas offers an array of schedule appointment,
we offer shorter appointment timeframe but with a limited numbers which is
based on the...

available technician on the field. 
Other than a whole day appointment, we have a 5 hours and 2 hours window
which is subject to availability.We made contact to the customer and informed the process and
guidelines regarding our schedule and appointment. We also discussed the
waiving of the Service Initiation Fee due to the inconvenience as a onetime
courtesy.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

Attached is a copy of the response sent 3/20/15:
text-indent: 0px; text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">The inquiry regarding the above referenced customer was forwarded to my office for review.We appreciate the time and effort in making Washington Gas aware of such incident. We would also like to apologize for the inconvenience.Upon review of the case filed. Washington Gas received a notification from the property manager of AGS Realty assuming responsibility as of 08/15/2014.As of thing writing we have completed the necessary adjustment to bill customer up until 08/15/2014.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.

From: Revdex.com of Metro Washington DC<[email protected]>Date: Mon, Feb 23, 2015 at 3:00 PMSubject: Fwd: Complaint ID: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Sat, Feb 21, 2015...

at 9:37 AMSubject: Complaint ID: [redacted]To: [email protected], I recently received an email about the above complaint asking if the company had taken action or not.  When I logged in to my complaint to reply, the message said "If the company has contacted you, please notify us immediately."  I didn't see any method for doing that within the complaint, so I thought this email would suffice.Washington Gas has contacted me on 2/11/15, and asked me to send them documents (again).  I sent them a fax of the documents on 2/12/15, and haven't heard anything back.I was planning on following up with them on Monday, 2/23.Please feel free to contact me if you have any additional questions, or if there is anything else I can supply.Regards,[redacted]

6801 Industrial Road
Springfield, Virginia 22151
June 23, 2014
Revdex.com
1411 K Street NW, 10th Floor
Washington DC...

20005-3404
 
Attention: [redacted]
Re: [redacted]
ID# [redacted]
Dear **. [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
We first want to apologize for the inconvenience we brought to our customer due to the missed appointment. We are committing to our appointment as scheduled but due to some unforeseen events delays are inevitable.
We are willing to waive the service initiation fee which is the account setup charge but cannot offer any form of reimbursement other than the one being offered.
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

April 24, 2015Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.We made contact to the customer to discuss the call
she’s been receiving. With the information customer provided, these calls are
more likely the third party suppliers...

marketing their product (commodity)
claiming to be Washington Gas (cannot be confirmed). Unfortunately all the
Phone numbers she received those calls from are no longer active.WG no longer provides service to the customer since
09/30/2013 which gives WG no reason to call the customer. We also checked with
Collection team if they are making attempts to contact the customer for any
balance unpaid, no records came up. 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

Pretty much have the same complaints as everyone else on this thread. Inconsistent accounting on Washington Gas invoices as well as bogus penalties to gouge us for more money. We setup online auto-pay directly from our bank account and for reasons no one could explain, money was never withdrawn an invoice was never sent and months later we were notified with compounded late fees. When we made the payment online accepting responsibility for the "late" fees, we received confirmation that it was paid to find out not even one month later that even THAT PAYMENT never went through due to their horribly faulty system. When we call in no one is helpful and there is really no recourse as they have a monopoly on our area as a gas provider. So much for free competition and consumer driven markets! You will never win with this company I just wish their was some action we as consumers could take to end their dishonest practices.

January 8, 2015Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.We apologize to the customer for the inconvenience
brought by the account getting referred to a collection agency. The account
balance was already settled when it was referred...

for collection in error. It
was confirmed with the collection agency that the payment made by the customer
has been reversed and will be refunded back to the customer’s bank account. We
ask to please allow 3-7 business days to process the credit.Thank you for the
opportunity to review this matter for you.Sincerely, William SSpecialistConsumer Relations

April 7, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.We fully understand the customer’s desire to have the service restored
but due to the following reasons below, we are unable to give what...

the
customer’s desired outcome.On 10/07/2013 customer’s gas
service was turned off due to non-payment. Customer called and requested
for a payment arrangement to reconnect the service. Service was
reconnected on 10/16/2013. Reconnection Fee was charged on the next bill.Dated 04/09/2014 customer called
to request for a payment arrangement on the balance owed. We advised them
to make a payment of $118.00 on 04/12/2014 to setup 2 months arrangement on
the remaining balance, but customer did not make a payment or call
regarding the arrangement.From December 2013 up until
06/11/2014 no payment was made on the account which resulted for the
service to be turned off. Customer again requested for a payment
arrangement to reconnect the service on 06/11/2014 which Washington Gas
allowed, advising customer to pay $433.00. We allowed the arrangement even
though payment was postdated for 19 days (due to be taken out on
06/30/2014) Service was restored 06/12/2014.
The payment made on 06/11/2014
amounting to $433.00 which reconnected the service on 06/12/2014 returned
with return reason code 16 – Account Frozen. The service was then again
turned off dated 08/07/2014 due to the payment that returned.Since the gas was turned off dated
08/07/2014, the meter reading should remain as is from the date it was
turned off. WG has monitored changes on the meter readings which generated
the OCCUPANT account, meaning Gas service was turned on by someone other
than Washington Gas personnel without notification to the company. With the information provided that occurred on the customer’s account we
would need the customer to settle the balance for the accounts below. Customer
would still need to settle reconnection fee and deposit on top of the gas
balance. Please be advised that reconnection fee and deposit is not included on
the figures listed below [redacted] - $694.05 balance owed when customer’s
account was turned off dated 08/07/2014.[redacted] - $458.67 balance owed up until
03/13/2014 which the disconnect date of the occupant account. (Customer
resides on the property within the occupant period).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 Road
Springfield, Virginia 22151
June 24, 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.
After a careful review of the call recording dated 06/07/2014 where the payment was made by the customer over the phone, the return fee is valid. CSR processed the bank information that was provided by the customer. Nonetheless Washington Gas removed the return payment fee as a onetime courtesy but return payment/s in the future that is not a Washington Gas error will no longer be waived. 
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

May 2, 2014
Dear Mr. Dennis:The inquiry regarding the above referenced customer was forwarded to my office for review.The account was billed using estimated meter reading when an actual reading cannot be taken. Letters were sent to advise the customer that an appointment...

needs to be made to check the device that transmits the meter reading to the technician on the scheduled meter reading date. When the technician was sent to check the reading device, the actual meter reading was also taken and this confirmed that the account was billed using an underestimated reads. Having the meter reading device replaced, an actual reading was taken on the next meter reading schedule and this reading created a catch up bill for the under billed usage due to the estimated readings. We apologized for the inconvenience that the issue has brought to 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,

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’d like to inform you that the customer’s demand has been fully met on August 24th. In addition, a confirmation...

letter of this action was sent via email on the 1st of September, 2015.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

The
inquiry regarding the above referenced customer was forwarded to my
office for review.We would first
like to apologize to the customer for the inconvenience.At Washington
Gas, we take pride in ensuring our customer’s satisfaction. We made
contact to the customer and...

we both agreed on the credit we applied
to the account to cover the Late Fees and compensate for the
inconvenience. 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]SpecialistConsumer Relations