Washington Gas

The security deposit request has been removed from the account. The adjustment will reflect on the account by Tuesday.

January 8, 2015
Dear [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

December 19, 2014Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.Thank you for the opportunity for us to explain in
details what occurred on the customer’s account. Upon investigation, the old
account number of the customer which is...

[redacted] was closed due to a request
for a new service online dated 06/30/2014, it was a request made by the
customer himself using an email address [redacted]. Since a new
account was generated, it automatically closed the old one. Customer’s payments
made on the old closed account was processed for refund to be mailed at their
service address.Customer’s credit score was not affected by this occurrence.
Kindly also advise the customer of their new Washington Gas account number
which is [redacted]. Moving forward payment should be made on this 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, John DSpecialistConsumer Relations

[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: Nothing was done to assist me. The representative who contacted me provided me with my average usage from 2009/2010. As I indicated to him, the figure he provided is not a correct indication of my usage for 2014 because I live alone now. My son and his family were with me in 2009/2010 so my bills might have been higher then. I also was not in the country for 3 out of the 6 months they are estimating my bill for. So I still feel like the $1300 bill is too high and based on my individual situation something needs to be done to recalculate the adjusted bill, which by the was not my fault. Its not my fault that the meter wasn't working for so long. I should not be penalized for it. All I am asking for is a fair bill / fair estimation of what I should have to pay since there are no actual readings for the 6 months period they are wanting to bill me for. 
Regards,
[redacted]

December 18, 2014
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.Thank You for bringing this to our
attention. We 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 directly. We 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

February 25, 2015Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.Thank You for the opportunity to review and provide
resolution to our customer’s concern. Changes we’re made to correct the mailing
address of the billing statement as of...

bill date 10/13/2014 and as of
02/19/2015 the Secondary account holder [redacted] assumes full responsibility
of the service as the primary account holder, removing [redacted] on 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, John DSpecialistConsumer Relations

May 2, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.The gas bill was higher than the previous months as the consumption during the heating season is much higher. Customer was explained of factors that...

contributed to the high bill. The customer was explained how an empty house that has the gas appliance turned running still consumes gas and how the colder weather condition this year compared to previous year has added considerable amount in the usage. The price of the gas per unit has also increased compared to the previous months and compared to the same season from the previous year. The customer was given information on customer choice to get the supply or the actual gas product from a supplier. List available suppliers are available in the Washington Gas website. Payment arrangement was made for the balance on the account to be paid in installment.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,

6801 Industrial Road
Springfield, Virginia 22151
July 29, 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.
We apologize for the inconvenience and poor customer relations experience that the incident has brought to the customer. The Field Collector’s Supervisor has been notified to validate the reported behavior and infraction on the work attire of the employee that went to the customer’s address on 7/21/14. Our field collectors accept cash, personal checks (as long as there are no returned checks on the account) and money orders from our customers to avoid disconnecting the 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 S[redacted]
Specialist
Consumer Relations

December 4, 2014
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 settlement. Payment arrangement has been processed as well
on the remaining balance which was deferred for 12 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[redacted]SpecialistConsumer Relations

[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:
These answers are unacceptable,They state that: "Return Fee – it was waived even though per recording CSR processed the bank information provided by the customer when the check payment was processed 05/13/2014 yet it still returned with reason code: R30 – no account / unable to locate account"
If the account number and routing number I provided them was incorrect or they had a problem with it, they should have contacted me instead of waiting a month and then send it to collections where I was harassed by their debt collector. I would also like the opportunity to review the recording to verify that I did provide them the proper account information. Why didnt they attempt to contact me if they had an issue? Why, when I did contact them, did they say they had to investigate it and never followed up with me? Obviously from their response to Revdex.com, they clearly are capable of completing these investigations in a matter of days as opposed to a month going by when I contacted them and they told me they were "Still investigating it."
Also, this response does not acknowledge their multiple mistakes in handling my account.
What about the fact that their web site account says I still owe $240.00 and their representative told me to simply ignore that. It is incorrect.
Lastly, it is laughable that they refer me to contact their customer service number ###-###-####. this is the same number that I, as a customer had multiple problems contacting them on. I was using a land line phone and each time I call that specific number it takes 3-4 attempts to get someone on the line without being hung up on.
The primary reason this response is unacceptable is because they make no attempt to apologize for or identify how they plan to improve their customer service and poor record keeping.
Customers should not be treated they way they have treated me. 
Regards,
[redacted]

January 27, 2015WASHINGTON GAS SUMMARY OF
INVESTIGATIONCustomer’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.

[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 agree that what is contained in the response is washington gas stated policy. My complaint is that they did not adhere to stated policy, as can be verified by examining the record of service termination (which I agree they have every right to terminate for non payment), in this instance payment was made and they refused to turn back on gas for nearly a week after said payment. During that week a severe weather event occurred and we had no heat, or hot water for 4 days after service would have been turned on had washington gas adhered to its stated and printed policy. That it occurred precisely in the time frame prescribed is not in dispute. Why they did not adhere to their stated and printed policy is my dispute. I am not at this time seeking monetary damages for that breech, however that will change if washington gas does not accept responsibility and apologize for its failure. If they apologize to me through the Revdex.com, and agree to at least look into the systemic failure that caused them to not return service in the time frame they themselves prescribe will suffice and I hereby waive any future action I may take (as is my right). If no such activity occurs I reserve my right to such a course of action. 
Regards,
[redacted]

February 25, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.Thank you for
the opportunity for us to make the correction regarding the customer’s final
billing date. Based on the documents provided by the customer, we will adjust
the final bill and as of this writing Washington Gas has completed billing the
customer up until 10/31/2012 with $0.00 balance.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
September 10, 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.
Please allow us to provide explanation and answers towards the refund concern of the customer.
We spoke dated 08/14/2014 with regards to the refund. As we discussed the matter at hand, we found out that the check amounting to $157.92 has been processed already dated 08/05/2014 which will be mailed to her old service address she moved out and the other amount $26.76 which is processed the same date we spoke which will be mailed to her new address.
Customer’s question regarding the date she will receive the check is something we cannot provide due to the following reason/s:
Once check is processed within the date customer called, the refund check will be mailed 10 to 15 business days from that day.


Washington Gas no longer has visibility once the check has been forwarded to the post office for delivery.
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 Road
Springfield, Virginia 22151
May 2, 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.
On the 12th month on the Budget billing program the account goes to a settlement, if the usage is less that the total paid budget bills, the account would have a credit. This is how the budget ended on the last season prior to the season in dispute. On the disputed budget season the usage was more that the total billed amount. The budget installment amount was lowered to $10 when the review was made on the 7th installment as the total paid to date at that time was almost break even from what was gas used to date and has stayed at $10.00 installment up to the end of the budget season. Since November, December and January was a winter usage this brought the difference between the total used to date and total paid to date to have huge gap (debit balance). The debit balance represents the unpaid gas usage of the account after the settlement. The debit balance after the settlement was automatically set up to be paid in installments for three months and can be spread into more installments if the customer would make a request.
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

6801 Industrial Road
Springfield, Virginia 22151
March 14, 2014
Revdex.com
1411 K Street NW, 10th Floor
Washington DC 20005-3404
Attention: [redacted]...

[redacted] 
Re: [redacted]
ID# [redacted]
Dear **. [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
The request to cancel account was processed in the Washington Gas website. The forwarding address for the final bill and refund was not supplied when the request was submitted reason the final bill and the credit refund was sent out to the service address of the account. Original refund check was made on 11/21/13 and for 90 days remained outstanding. Another check was made for the refund on 02/21/14 and processed to be sent to the customers new address.
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

August 8, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.The payments made to the account by the customer will be refunded per agreement with DC OPC.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

6801 Industrial Road
Springfield, Virginia 22151
May 2, 2014
Revdex.com
1411 K Street NW, 10th Floor
Washington DC 20005-3404
Attention: [redacted]...

[redacted]
 Re: [redacted]
ID#[redacted]
Dear **. [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
Washington Gas prioritize the safety of all the customers, an emergency dispatch is available 24/7 to take all reports of gas leak and make sure that the leak is attended. When a customer reports a gas leak, a technician/ crew is sent out to make sure that the leak is made safe. The emergency dispatcher was unable to find the order for the gas leak since the customer cannot tell which address reported the leak. This is the same reason the customer representative cannot find the gas leak report when the customer called the Customer Service Hotline. The Gas leak status is available at the address that reported the leak. The full detail of the gas leak can be provided to the customer as the report stated that the customers address was also included in the incident.

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

December 18, 2014
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.Customer’s case filed regarding
Service Initiation Fee, helpful information below can best answer customer’s
dispute over the Fee. This applies to...

all Washington Gas new accounts.The Service Initiation Fee (SIF) is a charge that has
been instituted to recover some of the costs incurred by Washington Gas when
establishing a new account. These include, but are not limited to, the labor
cost of customer support, service technicians and accounting personnel.Please be guided on the Service Initiation fee below.For Maryland
residents:The service initiation fee – gas
flowing - $25.00The service initiation fee – no gas
flowing - $68.00For Virginia
residents:The service initiation fee – gas
flowing-read by Washington Gas - $45.00The service initiation fee – gas
flowing-read by the customer or estimated - $14.75            The
service initiation fee – no gas flowing - $60.00   For District of
Columbia residents:The service initiation fee – gas
flowing - $33.00The service initiation fee – no gas
flowing - $37.17   We understand the customer’s desire to have the Service
Initiation Fee waived but unfortunately we cannot due to the reasons above.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

Re: [redacted]
ID#[redacted]Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.Upon review of the case filed. Washington Gas made contact to the Property Management [redacted] Co. (account is under ANCP...

– Automat Name Change Program). We confirmed the moved out date of the customer as of 11/02/2014, with the information gathered, Washington Gas will make the necessary adjustment to make corrections on the final billing date of the customer.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