Washington Gas

Industrial Road Springfield, Virginia August 14, Revdex.com K Street NW, 10th Floor Washington DC 20005- #000000;">Attention: [redacted] Re: [redacted] ID# [redacted] Dear [redacted] : The inquiry regarding the above referenced customer was forwarded to my office for review We thank you for bringing up this concern to my attentionUpon careful review of the concern raised, here is what we found outCustomer setup a new service on a new property dated 06/17/for service date 06/20/which was done online successfully but I cannot say the same thing with the disconnect request for the old propertyWith service order request online, customer receives confirmation if the request was processed accordingly Nonetheless Washington Gas made the necessary adjustment on the old account of the customer where we back dated the bill and had the Final Billing date adjusted up until 06/30/while the customer’s new account has been setup 06/20/as requested online For inquiries and follow-up, the customer can reach us thru our customer service hotline at 703-750- Thank you for the opportunity to review this matter for you Sincerely, John D [redacted] Specialist Consumer Relations

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]

Industrial Road Springfield, Virginia July 29, 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 We thank you for letting us hear your thoughts on the matter at hand After my careful review of the concern raised, I was able to come up with answers and resolutions towards customers listed issue below: Incorrect Bill – customer started the service dated 06/18/and had the service closed as of 04/04/Within this period customer’s payment are as follows Date Amount Status 9/13/ $ processed 12/6/ $ processed 5/14/ $ returned payment 6/16/ $ processed The gap between the payments received that was successfully processed and collected will give us the understanding that bills not paid on time (monthly) was brought forward / accumulated within those periodIf customer wishes to get a copy of the billing statements to compare the bills over the payments, please advise the customer to call the WG customer service support at ###-###-#### Return Fee – it was waived even though per recording CSR processed the bank information provided by the customer when the check payment was processed 05/13/yet it still returned with reason code: R– no account / unable to locate account Collection Calls – [redacted] has been advised and customer’s WG account has been removed from the collection list 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

February 18, 2015Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We have made contact to the WG employee in charge for the investigation regarding the customer’s claim that her gas appliance was damage by the technician/s that came out to reconnect her serviceBased on the result of the investigation provided, WG came out for reconnection of the service since it was turned off, service was restored but we have to leave the Hot water tank off because the pilot light would not light upWe left a red tag and turned off the gas to the hot water tank.WG did not perform anything beyond our responsibility that could result to such damage Unfortunately the decision is considered final and that customer’s desired settlement cannot be granted.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

February 26, 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 customerOur goal to provide world class service entails policies and procedures we have to abideUnfortunately 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 desireCustomer needs to provide a copy of the leasing agreement or settlement papers, photocopies of 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 waoffice.As of this writing, customer already have an existing account with Washington Gas and the adjustment to bill customer as of 01/31/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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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, Better Business Bureau K Street NW, 10th Floor Washington DC 20005- 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 First, let me clearly state the relevant factsOn February 14th 2014, I acquire the property located at [redacted] ***, Burtonsville MD ***This property needed major repair to bring it up to living conditionOn 2/14/2014, there we no electricity as the seller turned the electric off I assumed that the gas was also turned offOn 4/25/2014, I called WGL to turn the gas on as the repairs and remodeling work was about to beginI did not know that the gas was on from 2/14/to 4/25/as the property was unoccupied The WGL bill dated on 9/2/had an additional charge of $for “reopen Payment –Gas”I contacted WGL regarding this chargeWGL informed me it was about gas usage from 2/14/to 5/1/WGL sent me a letter dated on 9/29/that includes copies of the bill from 2/3/to 5/1/On October 9th 2015, I had a contact with a lady named JuneI then made the request to receive the justification for the $chargeBy justification, I meant here what were the gas counter readings and how WGL interpolated the bill starting on 2/14/ 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 thereThe person whose name is Sarah responded that $charge information couldn’t be provided since it was no longer on the systemFollowing 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/to 5/and WGL did not disclosed how the $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 falseThe copies of the bill I received were for 2/to 5/They were not for 2/to 5/In addition, no document or email was sent to me from Ms JuneThe reasons why I am rejecting WGL response is because WGL was not even able to attach the bills from February to May as part of the responseAlso, WGL did not disclose how the amount of $was calculated Second, as the letter stated, we called in to turn on the gas service on 4/25/At that time, nobody informed us the gas was onWe thought the gas was turned off at the same time as electric shutoff on 2/14/ It should be the previous owner’s responsibility to request to shut down the utilitiesWe didn’t use this property until we requested to turn on the gas for the repairsWe don’t think we have the right to request to turn off the gas on 2/14/on behalf the previous owner Third, since this dispute is on-going, I am requesting the removal the late fee charge of $and any thereafter Regards, [redacted]

October 27, 2014Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for reviewCustomer and I spoke dated 10/24/where I explained the bill breakdown of the latest statementCustomer 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 madeBoth 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 futureFor 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 youSincerely, John D Specialist Consumer Relations

October 28, 2014Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We apologize for the inconvenience of not having gas service at the propertyThe gas was disconnected due to the unpaid balanceWe appreciate the effort in paying the gas bills however the payment were not enough to pay the usagesThe customer was informed as early as December in of the account status and also how disconnection of service can be preventedThe customer needs to call MsD [redacted] at ###-###-#### if he wishes to discuss the account as no terms will be provided for the restoration of service.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 SSpecialist Consumer Relations

December 4, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.Adjustment on the Charges has been made based on customer’s desired settlementPayment arrangement has been processed as well on the remaining balance which was deferred for months installment to be added on top of the upcoming monthly usage/bill.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

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 terminatedIt is the customer’s responsibility to notify Washington Gas their intent to close their account so that termination of account can be initiatedThere was no request made by the customer to terminate the account before the customer’s stated move out dateIn May 2014, the customer stated she would have the new tenant call to assume responsibility for usage from the date the customer moved outNo one called or made a request to set up an account and take ownership for the usage of the propertyThe account was terminated and was billed for usage until 8/5/after the termination request was completedAn 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

Re: [redacted] ID# Case id # [redacted] Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.As response to the customer’s desired outcome, please be advised that Washington Gas’ policy in issuing service appointments (including reconnections) states that they will be on a future date (exemptions on gas leak calls)Please consider this response as our advocacy to ensure that our customer service representatives will explain this policy to our customers, at all times, very explicitly.At any rate, we have investigated on this specific concern raised by the customerWe have reviewed call recordings to see if there was any action taken amiss by Washington Gas personnel.Based on our findings, the Energy Assistance (EA) pledge amount came in on October 7th, which was a day after the gas was cut-off due to nonpaymentPrior to this, the customer was advised of the process to have the gas restored (e.gsetting up appointment)It was then expected for the customer to call us back after the EA representative gave the pledge (or a payment was made), because only primary account holders have the right to request for service appointmentsUnfortunately, we did not receive any call on the same day—which could’ve been the chance to setup the appointment by the following day (10/8/2015).The customer did not call us back until October 9th, a Friday, to which she was advised that the next available appointment was going to be on Monday (October 12th)Regardless, there were efforts made by both customer service representative, and supervisors (the customer escalated the call), to force the appointment on the same dayHowever, unfortunately, dispatch operations could not approve the order because of booking constraintsThere were a total of three calls made by customer service to dispatch until the customer yielded to what seemed to be a regretful day in our customer service philosophy.We’d like to apologize to the customer for the inconvenience the customer has experienced.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

May 20, 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 processedPayment arrangement on the gas balance was also setup for 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

Industrial Road Springfield, Virginia September 11, Revdex.com K Street NW, 10th Floor #000000;">Washington DC 20005- Attention: David Dennis Re: [redacted] ID# [redacted] Dear [redacted] : The inquiry regarding the above referenced customer was forwarded to my office for review The customer was enrolled on the budget billing program of $when the account was set up in September The budget installment amount is periodically reviewed to check if an increase or decrease is needed depending on the status of the total actual usage compared to the total amount billed on the account to avoid the possibility of a huge debit balance by the end of the budget seasonWhen the customer signed up a contract with a supplier the budget program was terminated and the account reflected a debit balance of $which was in turn added to the accounts new budget billing program of $Payments were not made to the account for the duration of the enrollment with the supplier resulting to the balance reflected on the billThe customer can call to work out an agreeable payment arrangement to make the account current 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

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 satisfactionWe 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 inconvenienceFor 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

November 7, 2014Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.Please be advised, as a public utility, our records are held to be confidential and information can only be released to the account holderWe would be happy to provide the information to the account holder or we would require consent from the account holder to release detailed information on the accountAn attempt was made to contact the customer using the phone number provided in the case and left message to call us back so that we can get the account holder’s consent and discuss the concernI hope you find this information helpful in understanding our policies.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 youSincerely, William S Specialist Consumer Relations

My bills had been missed up due to their system upgradeI've called them 40+ times in the past months and no can make sense out of the bills I receivedIt was very hard to understand the representatives accent each timeWhen my calls got transferred to the supervisor, most of the time it went to their voice mailWhen they do call me back, it is always right before they leave for the day at around 5:As every busy mom knows, I'm always either on my way to pick up kids or cook dinner, so I can't have all the bills lay out in front of me to do the deep investigationAnyway, after paying for over$in total for this years Gas bills, I'm asked to pay $more and they can't explain to me where the charge came fromTheir website is down or slow everytime when I log in to view my bills and the customer service doesn't seem care about the fact that I've called them for so many timesIf there is another gas company I can go with, I would, without a doubt

Industrial Road Springfield, Virginia June 24, 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 is enrolled to Electronic Billing where in the customer receives a notification that the bill is available for viewing in the Washington Gas WebsiteThe customer has been advised on how the account can be reverted back to paper billing should We apologize to the inconvenience that the disconnection of service has brought to the customerThe reconnection fee associated in turning the gas back on has been reversed and the customer’s complaint that there was no notification left that the gas has been disconnected by the technician was reported to the field supervisor.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, [redacted] Specialist Consumer Relations

October 28, Dear [redacted] : The inquiry regarding the above referenced customer was forwarded to my office for reviewThe usage at the property will be billed to the active account until it is terminatedIt is the customer’s responsibility to notify Washington Gas their intent to close their account so that termination of account can be initiatedThere was no request made by the customer to terminate the account before the customer’s stated move out dateIn May 2014, the customer stated she would have the new tenant call to assume responsibility for usage from the date the customer moved outNo one called or made a request to set up an account and take ownership for the usage of the propertyThe account was terminated and was billed for usage until 8/5/after the termination request was completedAn 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 youSincerely, William S Specialist Consumer Relations

May 13, 2015Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.Our investigation shows that the refund amount our customer wishes to be refunded has been applied towards their other accountsPlease see further details below.Refund amount of $1,from account number [redacted] has been applied to account number [redacted] Refund amount of $4,from account number [redacted] has been applied as follows [redacted] - $/ [redacted] - $4,Unfortunately we can no longer process the refund as the customer desireIf the customer wishes to further discuss this matter, we ask the customer to contact our customer service hotline below.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

December 18, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.Thank You for bringing this to our attentionWe would like the customer to call Washington Gas since we would need more information from the customer for investigation purposes.I left a Voicemail twice for the customer to contact me directlyWe hope to hear from the customer soon, for us to provide resolution in the soonest possible time.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