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Washington Gas Reviews (563)

Review: I disagreed with a charge that was placed on my bill in January 2012. After calling customer service a supervisor agreed to take the charge off. It was not on the February bill. But then in March 2012 it was back on the bill. Customer service would not allow me to speak to a supervisor, and they would not take it off the bill. I was told by the first customer service supervisor that I should not pay it, so I have not. The charge is still on my bill 2 years later.Desired Settlement: I want the billing department to delete the charge as their customer service supervisor did in January 2012. I do not want the billing department to then add the charge again. I want a billing department supervisor or customer service supervisor to call me directly at ###-###-####. I want someone to call me who works in America - not in a third world country where most of the customer service representatives work.

Business

Response:

May 12, 2014 Per your request:Please see the attached notes and provide the following information:1.Why was the Company requesting the deposit? due to payment history2.How much is the deposit being held by the Company? $180 on hand; however, the initially deposit request was $510 in 2010 but was lowered to $410.00, **. [redacted] paid $180 toward the deposit leaving a balance of $230,003.Which months were being used to calculate the deposit amount? Jan & Feb 2010 (see attachment)4.Please provide a 2-3 year payment history, see attach Cash App (payments marked w/asterisk)5.What was the customer's credit history each year or the basis for keeping the deposit? full deposit request was never paid6.When will the customer be eligible for a refund from the Company? Since we cancelled the remaining deposit balance ($230), the account must be current for 12 months, then the deposit will be refunded.

Review: In November, I moved out of an apartment where I Washington Gas provided natural gas. I filed a request to end service several weeks before I moved on their website. Since then I have been billed each month and now they have sent the bill to collections. I have called eight times and each time they explain that the situation has been resolved and I will receive a letter with a final bill and each month nothing arrives.Desired Settlement: I want a final bill for services up until my move date and they need to contact the credit agency and collections agencies to ensure that this issue is resolved without any negative consequences to my credit.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151May 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.

The customer was billed for the usage of the address until the new tenant called and set up their account in January. When the property management was successfully contacted and has agreed to take responsibility for usage from the time the customer moved out the adjustment for the final bill was initiated. We apologize to the customer for the inconvenience on the delay of the completion of the adjustment. The adjusted final bill was made and was settled by the customer. The collection agency was notified that the account has been paid in full.

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,

Specialist

Consumer Relations

Review: I sold a condo where I had washington gas service. The company continues to bill me for the gas service to the condo. I have called the company to notify them, I have emailed them to say I don't own the condo anymore, I have emailed them copies of the settlement paperwork from the sale of the condo to prove I don't own it, and I have had the new owner call to tell them she is the owner and they should bill here. This has been going on since early september and they are still billing me. I just received another bill for february after selling the condo in early september. I have washington gas service at my new house in [redacted] MD which I pay for on time every month, but I will not pay for the old condo in [redacted] VA because I have told them numerous times in every way with legal documentation that I don't own it. They have answered only one of about 6 emails and when I called, I was told to email them the legal paperwork from the settlement and everything would be handled, but this continues to happen. If the bill gets referred to a collection agency it could impact my credit and my employment. I don't know what else I can possibly do and I am flabbergasted by the incredibly poor quality of their billing service.Desired Settlement: Just stop billing me for the [redacted] condo and leave me alone about it. I don't live there and don't own it and its not my problem.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

March 4, 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 [redacted] address that the customer complaint of being billed under his name was not provided in the case. Attempts were made to contact customer using phone number that was provided by customer on the case. Email was sent to the customer on 2/20/14 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,

Specialist

Consumer Relations

Review: The original installation of the gas meter for my apartment and the other unit in my building were switched. This issue was resolved after several calls and I agreed to pay the gas usage on the correct meter back 6 months, which I did in March, and that they would refund me from the time I open my account for paying the incorrect meter. I have called more than 20 times to correct this with Washington Gas and it has been over 10 months since the beginning of these talks. I have pulled my bank statements and Washington Gas owes me a minimum of $446.83 for the payments I paid on the wrong meter. The time and effort spent on this matter have been a great burden.Desired Settlement: All I want is a refund check for the amount that I am owed.

Business

Response:

October 16, 2013

Dear **. [redacted]:

The inquiry regarding the above referenced customer was forwarded to my office for review.

Customer has clarified the issue that the account was set up under her name was made to the incorrect address. The correct address is now under the customer's name as the she has agreed to be billed starting her move in date.

The request for refund by the customer for the paid bill on the incorrect address which is now closed will be processed as soon as the responsible party to be billed for the period involved is identified.

For any inquiries or follow-up, the customer can reach us thru our Customer Service Department at ###-###-####.

Thank you for the opportunity to review this matter for you.

Sincerely,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: although Washington Gas acknowledges that the original meter switch was caused by them and that I have paid all the back payments on my correct meter they are still holding my refund until they find out who is responsible for it. That is unreasonable. The original problem was completely of their making and I should not continue to have my hard earned money held hostage, because they cannot find someone else to bill. I have acted in good faith and done everything that they have asked of me. But now they need to refund my $446.83 as their records have shown that I did nothing wrong and now they have made me pay for two meters. I should not have to pay for other people's meters simply because they can find me and I am responsible enough to pay my bills. Washington Gas needs to stand by the original agreement made to me on the phone by their customer service agent Blair that they would switch me to the correct meter, I would pay the back gas on the correct meter, and they would refund me my payments to the incorrect meter. The only resolution that I will accept is a check for the full refund due to me.

Regards,

Business

Response:

November 18, 2013

Dear **. [redacted]:

The inquiry regarding the above referenced customer was forwarded to my office for review.

The customer’s account was initially set up in an incorrect address and made payments to this account. The responsible party for the duration that the customer was billed has not been determined, however, since the customer has established an account to the correct address and was willing be billed for usage covering their move in date, the customer’s request to get a refund made for payments will be made after the meters for her address and that of the address where her she was initially set up is verified to ensure that there is no crossed meter issue.

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,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Dear **. [redacted]:

In reference to my complaint (ID # [redacted]) the most recent response from Washington Gas received 11/18/13 is a vast improvement; however, there is still much that needs to be done before I will consider the issue resolved. First, it is positive to see Washington Gas taking responsibility for setting my natural gas account up for the incorrect meter and acknowledging that I paid bills on the incorrect meter for over a year and a half. But, **. [redacted] is mistaken in the idea that the crossed meters have not been already corrected. By looking into the notes on my account **. [redacted] should be able to see that this was corrected in September of this year after several issues and missed days at my work over the past 11 months trying to fix this issue. Therefore, this item has already been achieved and does not need to be rehashed.

Next, I have already paid the agreed upon back amount on my correct meter, as per your accounting department. This bill was generated post hast while my refund from the incorrect meter has lingered. Third, while I consider it real progress that **. [redacted] acknowledges that I am due a refund, I am cautious as he does not discuss the amount of that refund nor the date by which I can expect to receive it. Until those two items can be agreed upon this issue has not been resolved.

Thank you both for your time.

Sincerely,

Business

Response:

[redacted]

November 18, 2013

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 account was initially set up in an incorrect address and made payments to this account. The responsible party for the duration that the customer was billed has not been determined, however, since the customer has established an account to the correct address and was willing be billed for usage covering their move in date, the customer’s request to get a refund made for payments will be made after the meters for her address and that of the address where her she was initially set up is verified to ensure that there is no crossed meter issue.

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,

Specialist

Consumer Relations

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: Notified company of gas leak....Technician that responded claimed leak was fixed...it was not. Leaving our family of four at significant risk.

When company was informed that leak persisted....Technician replaced entire meter assembly and confirmed that meter was sufficient for new water heater that was installed. First technician did not bring leak detector, leading to his substandard response.... Second technician had benefit of HVAC installation techs who happened to bring a leak detector.

When problem seemed to be corrected....multiple attempts at asking customer service AND management to give us some kind of consideration on our bill, given that the gas leak was between the meter and the house (we were charged for it) were completely ignored by customer service personnel....as the record will show.

After MANY attempts at contacting the company....we have received no response.Desired Settlement: 10 percent credit from gas bill for last three months

Business

Response:

[redacted], Virginia [redacted]

January 09, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404

Attention: [redacted]

Re: ID# [redacted]

Dear **. [redacted]:

The inquiry regarding the above referenced customer was forwarded to my office for review

The gas leak that was reported on 10/29/13 was repaired and gas was left on after making sure that everything is safe. The regulator and meter build up was replaced when another gas leak was reported on 11/19/13. The lost gas due to the leak did not register to customer’s usage as its location is before the meter.

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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The business incorrectly states that the gas leak was in the section of pipe below the meter. Our HVAC installer identified the leak with a leak detector (when the company failed to bring a leak detector and accurately identify the leak--resulting in continued risk to our home) and stated very clearly that the leak was between the meter and the house. The net effect of that is that we paid for gas that escaped through that leak. I would be happy to get an affidavit from the HVAC installer to support that statement.

Review: In the month of May I had a phone conversation with Washington gas rep stating that I have a bill due, and I told that I received my bill late in mail; I was told by the rep that I had to pay all the amount to avoid loss of connection and if I pay the amount in full, the rep will waive the late fee and any other damages to me, I immediately cleared the account by paying all the balance, at this point Washington gas rep confirmed that my account was totally paid with no balance.

Next on 7/16/2013 I received a mail from Washington gas stating that "Washington gas has charged me a $135 for security deposit for late payment and 23 cents of late fee for the $135 security deposit". I called Washington gas and requested them not to charge me this $135 security deposit, as my late payment was due to not receiving bill on time, but the Washington gas rep refused to waive the $135 security deposit and 23 cents late fee. I repeatedly requested the Washington gas rep to dispute the $135 security deposit, as I cleared all the balance upon the time of receiving the bill in mail. Finally Washington gas rep gave phone number to call (###-###-####), which does not even work.

During my phone conversation in May, I was clearly told by the Washington gas rep that, as I paid off the bill in full, I will not face any damages or fees. Why is Washington gas asking me to make a security deposit after I cleared the bill. This looks inappropriate to me.Desired Settlement: I request Washington gas to waive the $135 security deposit and 23 cents of late fee, as I have paid of all my balances upon receiving the bills. Going ahead I will do my best to pay my bills on time.

Business

Response:

See Attachment

Review: I obtained an account with Washington Gas on 9/30/14. I have not recieved a bill from them for the month of Oct, Nov. and now we are in Dec. I have made several attempts to obtain a bill and these are the responses I have gotten:

Nov. 3rd or 4th your meter will be ready on 11/6/14 and you should receieve a bill over the weekend no later then tuesday 11/11/14. (NO BILL) AND NO ACCOUNT NUMBER GENERATED YET. THEY COIULD NOT TELL ME ANYTHING REGARDING MY BILL AND WHY I HAVE NOT RECIEVED ONE YET.

called on 11/13/14: WE ARE JUST OBTAINING AN ACCOUNT FOR YOU AND YOUR METER WILL BE READ ON DEC 8, 2014!

WHEN I ASKED WHY, I COULD NOT GET A CLEAR ANSWER,EVEN WHEN I TOLD THEM THAT IT MADE NO SENSE AND THAT WOULD MEAN THAT I WOULD GET A DOUBLE BILL. THE LADY AGREED THAT I WOULD BUT COULD NOT PUT AN ORDER IN FOR MY METER TO BE READ BECAUSE IT WAS ALREADY SCHEDULED FOR THE 8TH. UNACCEPTABLE!!!!

CALLED BACK ON 11/18/14 OR 11/19/14 AND QUESS WHAT, I GO THE SAME RESPONSE AND RESOLUTION TO MY PROBLEM. NO BILL! NO STATEMENT! NO METER READING! NO AMERCIAN CUSTOMER SERVICE REP! OH YES, WASHINGTON GAS OUT SOURCES THEIR CUSTOMER SERVICE SO YOU CAN NEVER GET ANYCLEAR ANSWERS BECAUSE IT TAKES SEVERAL WEEKS FOR THEM TO COLLECT ANY INFORMATION FROM THE UNITED STATES REGARDING YOUR BILL.

CALLED BACK ON 11/21/14 AND USED THE AUTOMATED SYSTEM TO SEE IF I HAD A BALANCE........WELL WHAT DO YOU KNOW, I HAD A BILL OF $150.00 THAT WAS DUE NOW! HA! NOW TELL ME WHY I COULD NOT GET THIS INFOMRATION FROM THE SO CALLED CUSTOMER SERVICE REP? OH THATS RIGHT IT TAKES THEM SEVERAL WEEKS FOR THEM TO GET THAT INFO. SO I PAYED THAT!

CALLED ON 12/1/14 TO ASK THEM IF THEY COULD SEND ME A STATEMENT VIA FAX, OR EMAIL BECAUSE NOW I AM FACING A DOUBLE BILL BECAUSE THE PROPERTY TJHAT I RENT FROM IS BILLING ME FOR GAS UNTIL I SHOW THEM THAT I HAVE AN ACCOUNT WITH WASHINGTON GAS. HERE ARE THE RESPONSES I GOT:

OK NO PROBLEM I WILL BE HAPPY TO SEND THIS TO YOU..MY EMAIL AND FAX NUMBER WHERE COLLECTED AND THE PLEASEANTLY ENDED......2 HOURS LATER NOTHING!!!

CALL #2 : THE CUSTOMER SERVICE REP TELLS ME THAT IT TAKES 2 WEEKS FOR ME TO GET THAT FROM THEM.. YOU CAN NOT BE SERIOUS..

SO IN THE MEAN TIME THE PROPERTY THAT I RENT FROM, ARE GOING TO WANT ME TO PAY $210.00 WHEN I PAY MY RENT WHICH IS NOT FAIR TO ME AND MY FAMILY.THIS IS A NIGHTMARE FROM HELL TO DEAL WITH REPRESENATIVESD FROM ANOTHER COUNTRY AND TRY TO HANDLE BUSINESS. EVERYTHING IS A WAITING PERIOD WITH THEM. I NORMALLY WOULD DO THINGS ONLINE OR VIA AUTOMATED SERVICES BUT I NEED TO TALK TO A LIVE PERSON TO FIND OUT WHY I HAVENT GOTTEN A BILL, AND WHY I HAVE TO WAIT SO LONG FOR A METER READING. THIS IS POOR SERVICE AND IT NEEDS TO BE REVISED. AND ONE MORE THING, WHEN I ASKED FOR AN AMERICAN CUSTOMER SERVICE PHONE NUMBER THEY TOLD ME THEY DID NOT HAVE ONE AND THAT I HAD TO HANG UP AND CALL BACK AND SEE IF ONE WOULD PICK UP THE LINE....SAD!SAD!SAD!!Desired Settlement: I WOULD LIKE FOR THEM TO BRING AN AMERICAN CUSTOMER SERVICE OFFICE TO HANDLE OUR NEEDS AS CUSUMERS.I KNOW PEOLE NEED JOBS ALL OVER THE WORLD, BUT IF YOUR GOING TO OUT SOURCE MAKE SURE THAT EVERYTHING IS DONE IN A TIMELY FASHION AND OUR QUESTIONS CAN BE ANSWERED AND RECTIFIED.

Business

Response:

December 18, 2014Dear [redacted]:The inquiry regarding the above

referenced customer was forwarded to my office for review.We appreciate the feedback from our

valued customers, comments and suggestions are welcomed by Washington Gas for

us to better provide our customers the service they all deserve and to meet

their expectation. Customer and I spoke on our goal to

complete all task in a timely manner. We came into understanding and were on

the same page with WG’s attempt to prevent future issue/s such as to what

customer encountered.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

Consumer

Response:

[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.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: A month ago I called in as I received a voice mail from Washington Gas. They explained to me that my bill was past due for a property that I own down the street from my residence. property address is [redacted], VA [redacted]. I responded to the customer service rep and indicated that no one lives at the address and I've never received an invoice. As the rep researched it looked as if the invoices were being sent to the [redacted] address instead of my primary address. I asked the rep to see if he could do anything about the late fees as I wasn't aware that there was an issue and was actually waiting for an invoice so I could add it to my auto-pay online as I have for my primary residence. I also explained that I've been a Washington Gas customer for over 10 years and I'm not used to late fees as I'm always on time with payments. I proceeded to pay off the balance on the phone with the rep to make my account current but he denied the late fees. The rep then just hung up on me after he received payment.Desired Settlement: I would like a credit on the late fees and confirmation that this has no negative impact to my credit. I would also like management to reach out to me to discuss the rude behavior or the customer service rep that just hung up on me.

Business

Response:

September 9, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.The complaint towards the late charge has been waived and since customer paid the late charge when a payment was made over the phone, we credited customer’s Washington Gas account $.70 which was then applied towards customer’s balance.We would also do an investigation regarding the representative whom you reported as rude. Washington Gas do not take things lightly to such behavior and if proven guilty there will be necessary actions that we will take to make the customer service representative be aware of his/her actions.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,John DSpecialist Consumer Relations

Review: i've been a loyal washington gas company consumer for over 40 yrs. i've never had a problem with service or the representatives however, today 8/13/14. an email

informing me of my monthly payment for sept 2014. I was paying on the budget plan 66.00 per month for gas. since early 2014 my budget payment was 25.00 per month.

I questioned the gas company about the low payment but was told that is the amount that is due. therefore, for the last 6 months that was my monthly gas bill. that said

I received my email and informing me that my sep 2, 2014 bill is 270.00. I was shocked and stunned, i'm not using any gas due to hot weather. I cook, rarely, using electric

I rarely used the a/c but that is also electric. my only gas usage is heating and i'm not heating this time of year. I called and spoke with the supervisor, he was very nasty and

told me that he would cut the gas off. my bill is current, has been for the last 40 years or longer. he was nasty and rude and would not assist me nor explain why I am

receiving a 270.00 bill. I explained my concern was you dont' jump from 25.00 per month to 270.00 per month without any notice. he told me if I did not pay he would

turn the gas off. I am a senior on a fixed income, I cannot afford a jump in my bill at that amount since I am not using gas at all. this person's name is blair j[redacted], id

[redacted]. he told me he was the supervisor and he repeated that he would turn my service off. I had to plea with him not to do that because imy payments are current.

please check into this and provide a solution.Desired Settlement: an actual reading and an explanation as to how my bill jump from 25.00 to 270.00 in one month

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

September 09, 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 was contacted to explain on how the budget billing program was computed relative to her gas usage her account and reason the installment amount was increased significantly from the original $25.00 charge. We apologize to the customer for not giving advance notice that the budget installment will have and increase. The customer was advised that she can continue paying $150.00 until the end of the budget season, and that once the settlement took place, the customer can call and request to have the settlement amount be set up for installments if she needs more than the default 3 months installment.

Thank you for the opportunity to review this matter for you.

Sincerely,

William S[redacted]

Specialist

Consumer Relations

Review: A Washington Gas employee came to our apartment unannounced saying that he happened to be in the building (which is a condo building with security, you can only enter if let in by the concierge or if you have the fop kep) and wanted to stop by and check our battery. Apparently our meter was broken and he fixed it, but stated that we didn't need a new battery because it was in good condition however replaced it anyway. I feel that privacy was violated in this event. I have called the company several times to resolve this issue, because instead of getting an explanation for the correction made, I get a bill saying I owe an outstanding amount of money. I was told that I would receive a bill explaining the charges and a letter of apology and promise that a representative will not show up unannounced again. I have yet to receive anything, but an email from the company stating the following:

"After receiving your inquiry concerning your 04/22/2014bill, we have carefully reviewed your account.

Our analysis of your shows that your gas consumption charges are correct as the meter reading is an actual reading. We previously billed you based on estimated readings and the actual reading has now been taken for the billing period and your bill is therefore correct. We hope this information is helpful.

Thank you for this opportunity to review your account. If you wish to make payment arrangements on the outstanding amount on your bill, please call us at ###-###-####.

This email response has been sent from an email address which is meant for internal use only. Should you wish to inquire further regarding this response or have any additional inquiries, please send them to [email protected] or call ###-###-####. You may also visit us on our website at www.WashingtonGas.com. Any response sent directly back to this sender will not be addressed as it will not reach the recipient.

Sincerely,

Washington Gas Customer Service

I also set up a payment plan after making a large payment and was not given that corrected amount and also charged a late fee. When I called again about this matter, I was told that the late fee would be taken off and I would receive an udpated bill in the mail. Two weeks have past and I have yet to receive nor does it reflect online. In summary, promises made by this company are not kept and there is no follow up.Desired Settlement: I wish for the billing adjustment to be emailed and mailed to me with the late charges removed. I also would like the letter I was promised regarding not having unnannounced appointments in what is a secure building in which outside parties are only let in by residents or the building concierge.

Business

Response:

June 20, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.We first want to apologize for the unannounced meter maintenance (03/31/2014). Our technician’s goal is not to cause any inconvenience but rather to provide action / resolution on an issue regarding meter reading. Based on the previous meter reading and billing statements, it’s all estimated.Our technician replaced the meter reading device for us to accurately read the actual usage, this caused the bill date 04/22/2014 to caught up with the low estimation which caused a high bill. The late charge assessed on the account was waived as of 06/13/2014 when our customer spoke to one of our supervisors.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,

Review: In early June 2014 I contacted Washington Gas and requested that they terminate my service (and account) effective 30 June 2014 as I would be moving from my residence in Silver Spring, MD to out of state. I was living in Maryland while I was on active duty Orders with the Army and as my Orders were expiring I would be relocating to Chicago, IL.

In July 2014 I received what I thought was my final bill for $28.52, which I paid on 01 August 2014. This bill was for service from Washington Gas until the end of June 2014.

In August 2014 I received a bill for $39.02 Washington Gas service through 28 July 2014 (which is twenty-eight days after I moved out). I contacted Customer Service and was told by Customer Service that this bill would be voided as I did move on 30 June 2014 and I did give notice in early June 2014 to Washington Gas that I would be closing my account on 30 June 2014.

However, I received another bill from Washington Gas dated 24 September 2014 showing a balance of $39.02. Again, I called Customer Service and spoke to Chris (ID# 93799), explaining to him that I called in early June 2014 to cancel my service effective 30 June 2014. I also let Chris know that this bill was supposed to have been voided in August 2014 and this bill was for Washington Gas services after my service should have been terminated. Chris told me that if I faxed Washington Gas, attn: Correspondence, a copy of my lease showing that I wasn’t under lease beyond 30 June 2014 and a copy of my photo ID this bill for $39.02 would be voided out.

I subsequently faxed the requested information on 01 October 2014. This included my lease, of which the Term ended on the last day of April 2014, and text of an email verifying that the month-to-month lease terminated on 30 June 2014 (After the last day of April 2014 I was on a verbal and electronic month-to-month lease with my landlord until 30 June 2014).

But I received another bill from Washington Gas dated 23 October 2014 for $39.67 and that same week received a notice from a creditor, [redacted], for this Washington Gas bill. I immediately called Washington Gas, explained the situation, and was told by Customer Service technician Alex (ID# 94183) that my account has been zeroed out and I do not need to pay. I also filed an online complaint through Washington Gas' website and emailed [redacted], attaching all the evidence I previously submitted to Washington Gas but I have not heard back from these entities.Desired Settlement: For my bill be to properly zeroed out and confirmation that my bill has been adjusted to zero balance by Washington Gas and [redacted].

Business

Response:

December 5, 2014Dear [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

Review: In July of 2014 I called into Washington gas to pay the total balance on my bill. I went through the automated system and paid what was stated to be due 184.66. When I went to write the confirmation number on my bill I saw that the amount of the bill was 134.66. I immediately called into the customer service line for an explanation of the difference. The representative said I was being charged a deposit for late payments. I advised him that I was moving out of the location in 2 weeks so he said there was no need for me to pay the deposit. I told him I did not want to pay the extra 50.00 if it was not necessary as I was in the process of buying a house. He put me on hold, told me he voided the transaction and gave me a confirmation number for the voided transaction. He then transferred me to the automated system to pay the correct amount of 134.66 which I did. So I have 3 confirmations, one for the payment of 184.66 one for the void of 184.66 and one for the payment of 134.66. On July 18th I had 2 transactions withdrawn from my account one for 134.66 and one for 184.66. On July 23rd I called Washington gas regarding the transaction of 184.66 for which I have a confirmation number that it was voided. I spoke with a supervisor named David who told me I had to wait 2 weeks to receive a check for the 184.66. I advised him that the additional transaction was putting my account in jeopardy and that I needed the process expedited for which he told me could not happen. When I asked him why the rep gave me a confirmation number for the voided transaction and they still withdrew money from my account he told me they attempted to stop it but nothing happened. I advised David that I was going to be moving out of my place at which point he said after the disconnect they would adjust my refund. I made it very clear that I wanted my refund processed for the amount they withdrew fraudulently and I would pay my final bill when received. On August 5th I called to check on my refund status. A rep told me my refund was processed 07-23 in the amount of 152.xx. I asked to speak to a supervisor and got David again. He told me my refund was processed and they deducted the amount of my bill that was going to be due 08-18. I told him they did not have the right to take money from my account fraudulently and then take additional money for a bill I hadn't even received yet. I asked to speak to his supervisor as I was getting upset, not cussing, but obviously upset and all he was saying was he was going to disconnect the call. I spoke to the manager Neil who advised me that NO REFUND HAS BEEN PROCESSES ON MY ACCOUNT TO DATE. That even though I called 07-23 and advised the severity of the issue, their error and requested my money NO ACTION WAS TAKEN and they took additional money from my refund before they attempted to refund me.Desired Settlement: I want a refund of the amount the fraudulent took from my account (184.66) and a final bill of the charges that I owe to the date of my disconnect (7-31). In addition, I would like an explanation of how the transaction happened after I was given a confirmation number for a void AND how my refund was not processes 07-23 after speaking with a so called supervisor who I feel needs disciplinary action. In addition I would like a letter of apology for putting my account in jeopardy. It is important I receive the refund for the amount the fraudulently withdrew because I filed a dispute with my bank and this is the amount the credited back to my account so I would not have any issued with pending transactions.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

August 14, 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.

First and foremost we would like to apologize for the inconvenience, we fully understand the lapses on our end and with that, necessary action to resolve the customers concern will be attended to base on the customers desired outcome / settlement.

Please be advise that customer will receive two refunds amounting to $157.92 which will be mailed at her previous service address and the $26.74 will be mailed at her new address, this amount sums up the total refund of $184.66.

As the customer and I discussed over the phone the final bill $4.32 has been waived and to allow Washington gas an ample amount of time to process and mail the refund checks mentioned.

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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Good Afternoon [redacted],

I am writing you requesting that you reopen my complaint as, 1) the information provided by Mr. D[redacted] is not accurate and 2) to date I have not received any refunds. When I spoke to Mr. D[redacted] on August 14 he did acknowledge the error on the part of Washington gas and advised that appropriate action was being taken (they had my previous phone calls recorded). In addition he told me that based on my August 5th conversation with his staff member Neil J[redacted] that my refund of 157.92 was already in process and scheduled to be mailed to my service address. He advised that as of 08-14 he was processing a request for the additional amount 26.xx which would take additional time but that he would request the processes be expedited. I called the number provided by Mr. D[redacted] today to follow-up on my refunds as neither have been received to date. I spoke with a staff member who told my refund check of 157.92 was processed but is sitting at the facility waiting for approval to be mailed. When I asked for additional details and why it hadn't already been mailed as I had been advised I was told she had no additional information. I asked to speak to a supervisor and was transferred to speak with Neil J[redacted] again. I asked him if he recalled our conversation from 08-05 that he was processing my refund and he said yes. When I asked where my check was he said he didn't know and didn't have any way to find out and he told me that " the only thing he can tell me is to continue to wait and he was sorry". I asked how long am I supposed to continue to wait, he said, another week. When I asked what happens if in a week I don't have my check and call back what then. He said he could get additional information then. I said then why can't you get additional information now as it's been almost a month!!! Clearly upset, I asked to go to Mr. D[redacted] vmail and I was put on hold for 2 minutes and then transferred to a line that cut me off. I called Washington Gas again after speaking with you and was told by a rep that they don't have access to transfer to voicemail. Upon mentioning my previous conversation he transferred me and I did leave a message for Mr. D[redacted]. I would like Washington Gas to send in writing an accurate TIMEFRAME of when my refund will be received and what the recourse will be if it is not received again as I have now called FOUR DIFFERENT TIMES and been given 4 different dates. This is unacceptable.

Regards,

Business

Response:

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

Review: Good Afternoon:

My name is [redacted] and my partner and I moved into [redacted] on September 28th, 2013. The residence listed is a rental managed by [redacted] Co and owned by [redacted]. My partner called in September to have service established in his name but after he gave the rep the address he was advised that service couldn't be established because there was an issue with a past due bill so no service was established. We moved into the property and the gas was already connected. We had a conference call with the property management company on January 6th do discuss the utilities in which [redacted] (Property Manager) called in several times to have the account placed in [redacted]'s name. She was directed to a supervisor who allowed her to put the account in his name (without his consent) but also back date it to September. We received a bill with the past due amount from June when the service was disconnected. [redacted] has been living in the property since August (newly renovated) and the gas was connected illegally.

Valda had no authorization from my husband to establish service in his name and when we called into customer service to speak with someone Bala and Chase they both advised that the account needed our socials in case there was a deposit and initiation of service fee. Chase also advised me that the account needed to be in both the property manager and the tenants name. [redacted] also called in and was advised she needed authorization to do so which she didn't have because we knew nothing about the service being connected.

[redacted] has been to the local office to get resolution but nothing short has been done about this. We get the point that we need to establish service and pay but how can someone establish service in our name without even getting consent or authorization to use our social security number after all the reps we talked to advised that she needed such information.

The management and customer service staff all stated they had a copy of the lease but has no copy and just put the service in his name without even following their own proper authorization procedures.Desired Settlement: Apology and the service should be connected in the property management company's name as well as ours since we are the tenants.

Business

Response:

[redacted],

I have called the customer at the number you had provided for day time concerns twice – ###-###-####. I left a lengthy message letting him know who I was etc. and reason for the call. I did check the account etc and found it is now being billed to [redacted] as requested. Washington Gas notes indicate that calls from the [redacted] and a letter from [redacted] indicate that [redacted] is their counsel and they agreed to have his name on the account as well to be able to discuss all utility accounts. I left my direct call back number in the call . The below screen shot reflects the adjustments made as requested for the billing.

[redacted] ACCOUNT NO CD SC RATE DEF/MDSE STATUS

WASHINGTON DC [redacted] 0 GASON

[redacted] BUDGET EST: 55

C/O [redacted] CRED STAT: GOOD DEPOSIT EST: 82

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Washington Gas allowed [redacted]) and [redacted] (owner of [redacted] DC) to open an account in [redacted]'s name without his written/verbal consent or a copy of our lease at [redacted]. When we moved into [redacted], the meters were on but no one was being charged for service. We contacted Washington Gas and was advised that we could not open an account in our names due to a previous balanced that was owed on the account. However, [redacted] called Washington Gas and ordered for the meters to be split at [redacted] called and placed the basement meter in his name and [redacted] called and placed the meter in [redacted]'s name for the upstairs portion. She was advised by Washington Gas that she could not do this, however after becoming escalated the reps advised us that they placed the account in [redacted]'s name. I have spoke with Myron D[redacted] from Washington Gas who is over Customer service about this as well as Michael T[redacted] in the Office of General Council and nothing has been done. Valda admitted without denying in a mediation in court to this and Nothing has been done by Washington Gas to rectify this issue.

Regards,

Business

Response:

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

Review: On June 25, 2014 a payment in the amount of $615.00 was made to Washington Gas to clear up a returned check made in error. The $615 was paid by credit card. There were two separate payments made on this day. One payment was in the amount of $500.00. The 2nd payment amount was $115.00. I was advised at the time of this payment, that my next payment would not be due until August 4th. Well today Washington Gas has disconnected my gas. Washington Gas did not hold up to their end of the arrangement. When I called the first time to inquire about why my services was disconnected, the customer services agent told me that there was not a payment made to fix the returned payment. I called my wife who was able to tell me the dates and the amount of the payment that was made to correct the returned check.

I called back to Washington Gas and provided them with the proof that the payment was made and they put me on several holds to attempt to verify the payment. I asked to speak with a Supervisor and when the supervisor David S[redacted] got on the line, he proceeded to tell me that my gas was not cut off in error. He said that he showed no records of the August 4th arrangement. He asked me to provide him with the name of the supervisor that I spoke with to make the arrangement and he would honor the August the 4th date. I did not write down the name of the supervisor and my gas is still off. I held up to my end of the deal, but Washington Gas has not. It's not August the 4th and my Gas is off already. I have small kids that need to bathe and eat dinner but cannot today not at home because Washington Gas has failed to keep up with their end of the arrangement.

I was also told by David S[redacted] to file all the compliants I wanted that it would not change anything. So this is one of many compliants that I will file against Washington Gas.Desired Settlement: I would like Washington Gas to not charge me a fee for the disconnection because I held up to my end of the agreement, additionally I would like to receive a letter from Washington Gas addressing the poor customer service that I have received from my services being disconnected to their snappy mean managers that they put in charge. Lastly, I want Washington Gas to live up to their agreement and not perform power moves because there is no other gas supplier in the area so they are pretty much free to do what they will to their customers.

Business

Response:

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

Review: Gas was cut off on 5/29/14. Paid balance on bill electronically by check on 5/29/14. Called company with conformation # at 8:49 PM. Was advised that turnon fee would be included in next bill & had progressed with telephone agent to arranging turn on of gas. Agent was setting a time for Saturday & phone call was ended. Called back at 8:57 PM, gave account information & payment confirmation # again & phone call ended. Additionally, during this call, I could hear a lot of loud talking & laughing in background. I called back again at 9:01 PM & received recording that customer service closed at 9:00 PM.

Called back the following day at 8:17 AM & gave account information & payment confirmation # again. Now was told that had to pay additional turnon fee before someone would be sent out to cut gas back on. Fee was paid by check over the phone. Was told Saturday turnon is not possible because I live in Maryland & only DC customers can get their gas turned back on on Saturdays. Was told that no Friday appointments were available either. A Monday appointment was scheduled between 12-5 & was asked for a phone # that the technician could call to let me know he is on the way. A cell phone # was provided. Then the agent informed that the phone call is not guaranteed but someone must be home. I asked if I could turn off the gas valves to my appliances & relight them myself. The agent informed me that legal action would be taken against me if I light my own pilot lights.

I then asked if I could speak to a supervisor to express my dissatisfaction about the 5/29 phone calls which were cut off and the restrictive turnon policies. I was put on hold. The agent returned told me that all of the supervisors were busy and that one would call me back later.Desired Settlement: 1. Washington Gas offer the same turnon practices for all customers if they receive service regardless of where they live. 2. Washington Gas operates its customer service phone lines in a more professional manner that works toward resolving customer issues despite what time you call. 3. That Washington Gas ends its practices of cutting off phone customers because their office is about to close. 4. Washington Gas develop consistent policies and practices about whether to charge or bill the turnon fee. 5. Would like Washington Gas comittment to making notification phone calls. 6. Would like gas turned on as soon as possible 7. Develop a waiver form so that a custome can light his own pilot lights if desired

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

June 30, 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 apologize for the inconvinience of having the customer wait until the next bussiness day to turn the gas back after the payment was made to reconnect the service as Washington Gas still do not have appointment for reconnections on weekends. The technicians that are sent out ensures that the connection for the gas is safe by doing inspection before the gas is restored. The customer was allowed to have part of the balance of the account and the reconnection fee added to the next bill when reconnection was made as a courtesy. The representative that the customer spoke with was provided coaching opportunity after investigation was made on the customer’s report the his conversation was disconnected.

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,

Specialist

Consumer Relations

Review: I have tried to make several payments with Customer Service Rep's for Washington Gas that have ended with me being charged fees for wrong routing or account numbers after Customer Service Rep's who don't understand English read back the correct information then weeks later say the information was given incorrectly and I'm charged fees and given a so called mark against my account.I was told I wouldn't be able to use a check .Now I'm just waiting to find out if I (physically disabled and caregiver for my mom) will have my gas turned off over something which is not my fault.

Please help. Thank-you.Desired Settlement: Stop the mental harassment and employ workers who are totally fluent in English.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

June 24, 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.

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,

Specialist

Consumer Relations

Review: I have an ongoing and erroneous bill attributed by Washington Gas to me in the amount of $37.87 (Ref: Washington Gas Account No. [redacted]). I have written, emailed, faxed, and called them to resolve this issue since February but each time I have been met with gross incompetence in failing to resolve this matter in any efficient and effective way by Washington Gas's customer representatives.

I moved from my residence at [redacted] ("[redacted]")in November 2013. I called to cancel my Washington Gas service on or about November 1, 2013. In February, I received a bill from Washington Gas in the amount of $37.87. I called Washington Gas to resolve this matter and was told to provide proof of purchase and/or a letter indicating that I moved from [redacted].

Reverse Timeline

May 15 – As of the time of this complaint, I have not received an email confirmation indicating an updated account balance of $0.00, a conclusion to the collection activity, or any correspondence from Washington Gas to the credit bureaus absolving me of any late payments.

May 15 - I submitted via email and fax yet another request to resolve this matter.

May 8 – Phone call received by “[redacted]” Washington Gas Supervisor. He indicated that my bill will be zeroed out and that I should expect confirmation via email (within 48 hours) and letter (within 7-10 business days) confirming that my account will be updated to reflect a $0.00 balance. He also indicated that all collection activity will cease but he did not agree to write a letter to each credit bureau absolving me of any late payments which I request a review and reversal of this decision.

May 8 – letter written by [redacted] to Washington (faxed and emailed; no acknowledgement of receipt of either correspondence by Washington Gas). Included in my letter was my initial fax from April 18, an acknowledgement by “[redacted]” that I did not live at [redacted] beyond November 4, 2013. I also included a settlement agreement demonstrating my purchase of a residence at [redacted], MD [redacted].

May 8 - I called Washington Gas on May 8, 2014 to determine what information I need to provide to resolve this matter and explain my frustration that this erroneous billing has now been sent to collections, potentially ruining my credit. I was told by Washington Gas representative "[redacted]" that my fax of April 18, 2014 was not received and that I should email all supporting documentation to [email protected] and again fax my supporting information to ###-###-####. As of 11:05 a.m. on May 8, 2014.

May 7, 2014 - I received a letter from "[redacted]" notififying me that my account with Washington Gas is in collections and that I have 30 days to make a payment.

On April 18, 2014, I spoke with a representative from Washington Gas who explained that I should send information pertaining to my move from [redacted] to 1067 via the fax number: ###-###-####. I complied with these instructions (see attachment). In a fax dated April 18, 2014, I noted that Washington Gas erroneously attributed a bill in the amount of $37.87 to me, [redacted], as the result of my occupation of [redacted], #[redacted], MD [redacted] (aka "[redacted]"). At the time of my move I called Washington Gas to cancel service, to which Washington Gas does not have a record.

As my Settlement Statement demonstrates and a confirmation letter from [redacted] confirms, I moved from [redacted] to my house located at [redacted], MD [redacted] ("[redacted]") on November 4, 2013.Desired Settlement: Based on my compliance, I hereby request (AGAIN) 1) a zeroing out of the erroneous bill attributed to me in the amount of $37.87, 2) a complete resolution of any collection activity (including a letter of explanation to each credit bureau explaining the error and absolving me of any late payment activity) and 3) an apology from Washington Gas and its attorney [redacted] for an unnecessary, protracted episode where a large corporation has ignored, bullied, and poorly treated a paying customer.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

May 30, 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 Final Bill of customer was not completed as of the date customer moved out since there was no disconnect request made per record, nonetheless Washington Gas made settlement dated 05/08/2014 when the customer spoke to one of our supervisors who waived the Full unpaid balance of the customer. We also called the collection agency [redacted] making sure of no Collection Actions will be taken against 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,

Specialist

Consumer Relations

Review: I am a disabled veteran. I was medically retired from the U.S. Navy. I am the only person on this account and no others are authorized to call or write about this account with Washington Gas.

I am writing about Account [redacted] which has been in service at my current address since March 2013. I have utilized the Budget Plan; however the other charges that are assessed in this plan actually cancel the purpose for the plan and it seems to be based on the various programs that your organization uses.

Even though I pay more than is required each month the formula always states that the bill is more than the monies that have been paid, for example, it may show that I have used 50.00 but paid 35.00 when in actuality I may have paid 100.00 but your special assessments are obviously throwing the payments off.

In any case I spoke to one of your representatives this morning, his ID number is [redacted], 5/15/14 and have requested to discontinue the Budget Plan for my account and to have a bill issued reflected the actual gas charges including taxes, etc (without special agreement charges) which should be $29.74. On the last bill I paid $160.00 and the account should be cleared to $0 except for the usage for 4/8/14 to 5/7/14. I understand there may be a credit and request that it be issued via a company check and not on the account so as not to confuse the system and initiate additional administrative work.Desired Settlement: I would like to discontinue the Budget Plan for my account and have a new bill issued for the June 2, 2014 payment and all future bills reflecting the actual WASHINTON GAS charges including taxes, etc (without special agreement charges since the budget plan will not be applicable) which should be $29.74 according to the current bill. I understand there may be a credit and request that it be issued via a company check and not on the account as receivables so as not to confuse the system and initiate additional administrative work.

Your assistance in this matter is greatly appreciated. Sincerely [redacted]

Business

Response:

I glanced at the customers account, I can see it was taken off of the budget plan as requested in June. There should have been another bill provided as well for July showing the customer that the adjustment had taken place. I hope this is found helpful.

Washington Gas

Review: I lived at an address serviced by Washington Gas for four years. During that time, my normal gas bill would be between $20 to $30 dollars. Occasionally, I would have a higher payment, but never more than $95 dollars. In February of this year, I terminated my service with Washington Gas effective February 21st. I provided them my new out-of-state address. I received my final bill, at my new address, that was for almost $900 dollars. It indicated it was for a period of October 2013 through February of 2014. From their website, and from my bank history - I noticed they were not reflecting the October payment, my very large "catch-up"payment (a term they use) in November, and payments made in December, January, and February. I called in and spoke with several representatives. The only thing they could "offer" was to send a technician out on April 1st of 2014. As I tried explaining several times - I had moved in February - how does meeting me in April help? Also, how does a 4 year time period of an average bill of $20 dollars suddenly result in an $900 bill? As I explained - a technician came and read my meter in November - from that reading - I paid almost $94 dollars. This is what they called a "catch up" payment. So - If I was "caught up" at the beginning of December - how did almost $900 dollars accrue in 60 days? A technician was also out in January, and again February 20th to read my final bill. They are now trying to re bill me for a 4 month time period that I've paid for and they told me I was "caught up for".Desired Settlement: Somebody has to see the error of this and help me - I can get no where with Washington Gas's customer service despite multiple efforts.

Business

Response:

[redacted],

Please find the company’s response as provided to VA SCC.

From: [redacted] On Behalf Of ConsumerRelations

Sent: Tuesday, April 08, 2014 3:56 PM

To: [redacted]; ConsumerRelations

Subject: RE: *. [redacted]--Billing Complaint

Review: I have a new commercial account with Washington Gas opened in November 2013. I received my first bill at the end of 11/13, which contained a large security deposit of $3,520. I think this amount is ridiculously high ([redacted]'s deposit for new commercial, refundable deposit is $165). I asked Washington Gas to remove the deposit, which they said they would do if I signed up for automatic withdrawals. I signed up in 11/13. In 12/13 I received a bill with the security deposit still on it. I called several times and finally got the deposit removed from the 'amount due' based on my online account. I ensured the deposit was removed at least ten days in advance of my automatic withdrawal date. This week Washington Gas did an automatic withdrawal from my company's checking account and included the security deposit in the withdrawal. I never would have authorized the withdrawal had I known they would include the security deposit. I think the deposit itself is grievously high, and beyond that the tactic of having me sign up for an automatic withdrawal only to make it impossible to remove the deposit to the point that they withdraw the amount anyway is downright theft. Beyond this, they claim they cannot refund the money to me before 14 business days. As a small business in startup phase, I need every dollar I have, and Washington Gas is putting my business at risk. It's an unethical amount to request from a new business and an extremely unethical and inefficient process to get rid of the deposit. Unfortunately, despite my proactive and attentive approach, Washington Gas has succeeded in stealing over three thousand dollars from me for two weeks. while I am in need of those resources.Desired Settlement: I believe Washington Gas should request a reasonable amount for a deposit for new businesses. As mentioned, [redacted] requires (no exceptions) a $165 deposit, which is refundable after one year of on-time payments in full. This is reasonable. I am asking Washington Gas to follow suite so no other companies are forced into the situation that I have been as a small business owner. Washington Gas should require a nominal deposit, no exceptions, and should refund that deposit after one year. The concept of a $3,520 deposit for a startup business is ridiculous and should be done away with immediately.

Business

Response:

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

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Description: Natural Gas Companies

Address: 101 Constitution Ave NW, Washington, District of Columbia, United States, 20001

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