Washington Gas

October 28, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.The usage at the property will be billed to the active account until it is terminated. It is the customer’s responsibility to notify Washington Gas their intent to close their...

account so that termination of account can be initiated. There was no request made by the customer to terminate the account before the customer’s stated move out date. In May 2014, the customer stated she would have the new tenant call to assume responsibility for usage from the date the customer moved out. No one called or made a request to set up an account and take ownership for the usage of the property. The account was terminated and was billed for usage until 8/5/14 after the termination request was completed. An adjustment can be made to bill the account up to the move out date of the customer if someone would take over responsibility for the usage.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,William S Specialist Consumer Relations

June 5, 2015
Dear [redacted]:The inquiry regarding the above referenced
customer was forwarded to my office for review.The customer was assisted by the Escalations line
on June 1, 2015. Furthermore, we called the customer today to make sure that
the desired settlement /...

outcome has been met.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.
SpecialistConsumer Relations

The unpaid balance of $80.05 has been removed from the customer's closed account. In addition the collection agency has been notified to stop all collection activity and remove any negative reporting from the customer's credit report.

February 26, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.Our apology
for the inconvenience we have caused the customer. Our goal to provide world
class service entails policies and procedures we have to...

abide. Unfortunately
due to the Fraud Alert on the customer’s SSN reported through credit reporting
company [redacted], Washington Gas failed to issue the service order as the
customer desire. Customer needs to provide a copy of the leasing agreement or
settlement papers, photocopies of 2 valid ID’s (one of which must be a valid
picture ID) and a cover letter detailing the request which they can either
email at [email protected] or Fax to ###-###-#### Attention to Correspondence, they can also visit one of
Washington Gas walk-in office.As of this
writing, customer already have an existing account with Washington Gas and the
adjustment to bill customer as of 01/31/2015 is currently in progress.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.

April 24, 2015
Dear [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

December 5, 2014
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for reviewThe customer’s account is now finalized and charges for usage after June
30, 2014 were removed and the collection agency notified that the balance...

has
been settled .We apologize to the customer for the inconvenience that the
account was initially billed until August as the disconnection request made by
the customer was not completed. Access to the meter is needed in order to
complete the request to turn off the gas as the customer requested to close the
account. The adjustment was initiated after the responsible party for the usage
after 6/30/14 was identified.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, William SSpecialistConsumer Relations

June 5, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.We have reviewed all calls pertaining
to the account setup request by [redacted]. Based on our findings, the
customer service representatives,...

including supervisors who assisted the
customer, have advised [redacted] that there is a credit issue (i.e. outstanding
balance left by the previous tenant) on the service address. As such matter is
in light, it is important that the identity of the caller is verified. This
does not equate to making the new owner or tenant responsible for the balance.Please be informed that part of
Washington Gas’ policies in supply order is to make sure that we’re able to
verify that the outstanding balance is not owed by the caller (incoming tenant;
new customer). In order to proceed, customers are required to present two valid
IDs, one of which should have a picture on it, and the leasing agreement.Our standard procedure is to give
options on how customers would provide such documents. Facsimile transmission,
e-mail, and walk-in office presentation are available to all customers. Also,
the customer may opt to talk to their landlord or property management regarding
the matter.The calls reviewed were submitted to
quality audit. Subsequently, necessary actions have been done to make sure that
phrasing, choice of words, and/or communicating this matter to our customers
are standardized across the whole customer service department.Furthermore, attempts have been made
to contact the customer on the phone number ###-###-####.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

October 27, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.
Customer and I spoke dated 10/24/2014 where I explained the bill breakdown of the latest statement. Customer was able to understand that the large portion...

is the deposit that was assessed since the gas was previously turned off and that the deposit was not requested when the payment for reconnection is made.Both parties agreed to waive it as a onetime courtesy and that customer will keep the bills paid on time to avoid possible deposit request in the future.
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
Specialist Consumer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this next step is satisfactory to me.  The goal is to get an understanding of the break down in communication regarding my complaint and to know how this will be corrected in the future.
Regards,
[redacted]

The account has been placed in the tenants name. An order can be placed to restore service if an adult can be home to provide access to the technician.

Complaint: [redacted]
I am rejecting this response because:It is completely unacceptable for my personal information to be given to anyone without my express permission.  I am requesting that Washington Gas remove ALL personal information associated with me, my account, previous house, etc.  I will need written confirmation when this has been completed.
Regards,
[redacted]

THE DEPOSIT WAS WAIVED AND REFUNDED TO CUSTOMER VIA CHECK MAILED 2/6/14 BY OVERNIGHT MAIL.

May 8, 2015
Dear [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]

6801 Industrial Road
Springfield, Virginia 22151
July 29, 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.
 The customer’s proposal on the payment to have the service restored was considered. The customer was contacted and informed to make the payment to have the property scheduled for reconnection.
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,
 
William S[redacted]
Specialist
Consumer Relations

November 7, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review 
Customers who wish to discontinue service can make the request using Washington Gas website for convenience. A customer service representative...

will contact the customer if there are any questions or if we require access to the meter for a final reading. Customers who do not have online access can call the Customer Service Hotline. There was no call or request made to close the account prior to the move out date of the customer. Failure to notify Washington Gas to stop service will prevent the company from closing the account and the customer will be responsible for all subsequent charges until the account was settled. The customer’s account is now finalized and charges for usage starting August was removed. As a courtesy after reviewing the account the adjustment was made, considering the customer’s good payment history and since gas usage on the disputed months the account was billed was minimal.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,
William S
Specialist Consumer Relations

6801 Industrial Road
Springfield, Virginia 22151
July 29, 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 appreciate the time and effort for bringing up your experience towards our customer support. Firstly we would like to apologize for the inconvenience we have brought to you and we will surely look into your case and make necessary actions.
As we reviewed your account, gas was turned off even though there was information given that payment is not due until august 2014 after $615.00 payment dated 06/23/2014 is made to cover the previous payment of $585.05 dated 05/22/2014 for reconnection that returned due to insufficient funds.
Nonetheless as we listened to the recordings, there is a lapse on the customer support in failing to educate the customer on the balance owed and its due date which resulted to the service being turned off. Due to the facts that presents, WG made the necessary actions to provide coaching opportunity to the customer support agent involved. Reconnection Fee was not charged to the customer as we verified to the Manager Customer spoke to dated 07/22/2014.
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.
Sincerely,
John D[redacted]
Specialist
Consumer Relations

6801 Industrial RoadSpringfield, Virginia 22151December 31, 2015Revdex.com1411 K Street NW, 10th FloorWashington DC 20005-3404Attention:  [redacted]Re: [redacted]Case id # [redacted]Dear [redacted]The...

inquiry regarding the above referenced customer was forwarded to my office for review.The customer’s concern about the high bill was previously discussed with customer service between April to May of 2015, where it was explained by one of the managers that the reason for the significant spike was because of changes in the price of the commodity which was observed in the customer’s March 2015 bill (usage from 02/03/2015 to 03/04/2015) and the huge amount owed was because of arrears on her bills during winter.  Her absence in the property during pregnancy for months would not be an accurate basis for a lower gas usage, since the property has been identified to have a gas range and a gas furnace which would be the primary appliance that would consume gas during winter unless it has been shut-off. The increase of usage in the bill was only observed during winter, which is a normal trend and would increase if the price of commodity also increases.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[redacted]SpecialistConsumer Relations

September 18, 2014
Dear [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
Budget Billing is a billing option that allows the customer to pay their bill in equal monthly installments. The installment is based on the average...

yearly usage for the address and is reviewed for accuracy and possible adjustment on a quarterly basis. The budget season started with a $78.00 installment which was increased to $193.00 as review showed that the usage was already more than what was billed and if the account is continued to be charged $78.00, the account will end up having a huge debit balance (on the 12 installment). This is the same reason the amount was changed from $193.00 to $275.00. The account is now on its 11th installment on the budget and with the $275.00 amount, the account by the 12th installment would hopefully not have debit balance. Should there would be a debit balance, the amount will be still be billed on to the account. After the 12th installment, a new budget amount will be recalculated, the customer can call the customer service hotline should the customer opt to increase or decrease the budget estimate.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,William S
Specialist Consumer Relations

6801 Industrial Road
Springfield, Virginia 22151
June 23, 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.
Customer’s concern related to advertisement / solicitations included on their monthly bills has been turned over to our Corporate Communication group, they will be responding to the customer from here on.
We apologize 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,
[redacted]
Specialist
Consumer Relations

The account has been closed as of the date the customer moved out.





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