Washington Gas

Review: The Washington Gas Company has mixed up my billing issues with my neighbor across the street from my house. My previous or current account has been removed from their system/database and Washington Gas has my neighbor, from across the street, as living in my house. Washington Gas also has my neighbor, [redacted], of [redacted], Maryland [redacted] as living in [redacted], Maryland [redacted] at this time for reasons unknown to me. Thus, this appears to have been the onset of the problem. This error initially ensued for the billing period of March 2013. All though I have been constantly paying my monthly bill, Washington gas has absolutely no accountability of my payments since March 2013. I have not received a bill in my name since March 2013, as well. I still continued to send money and have bank transactions showing that money was paid to them. I need to know where that money was going and what account, if any, was it applied to. I have also contacted Washington Gas on numerous occasions and have spoken with customer care supervisors, who advised me of personally handling this matter. However, the matter still remains unresolved. The last payment sent was for $110.00 in July 2013. The original account # is [redacted] in the name of [redacted].Desired Settlement: I want this matter resolved without me receiving an accumulative bill of their accounting errors/negligence and lack of accountability of their bookkeeping. I want them to reestablish an accurate assessment of my bill and continue that process fairly and professionally. Lastly, remove my neighbor from the record as residing at my current address of [redacted], Maryland [redacted]. Washington Gas currently has my neighbor, [redacted], of [redacted], Maryland [redacted] as living in [redacted] at this time for reasons unknown to me at this time. Thus, this appears to have been the onset of the problem.

Business

Response:

September 17, 2013

Dear **. [redacted]:

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

The customer sent an email to Revdex.com regarding her account being removed under her name in error and for having a catch up bill.

We have discussed this issue with the customer and advised her that account has now been reestablished under her name and apologized for whatever inconvenience this may have caused her. The customer was also informed of the balance based on the consumption at the property from 03/04/13 to 09/10/13.

We have offered to put the balance on a payment arrangement but the customer refused since according to her she already made a payment on the account and should have no balance. The customer was informed that previous payments were applied prior to her account being closed in error and the charges that were given to her is based on the consumption at the property after the adjustment was completed.

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:

Good morning **. [redacted], Per our conversation, I am forwarding documentation as proof to the reason why I, [redacted] can not accept the resolution forwarded by the Washington Gas Company. I have attached a payment history from [redacted], where I paid Washington Gas online. It shows that the payments were made to Washington Gas after March 4, 2013. The payments total $333.00. According to Washington gas, my bill is $374.24 since March 4, 2013 until September 2013. Payment owed ($374.24) minus Payments applied ($333.00) equals $41.24. I am interested in knowing how their calculations were derived, since they had no viable account set up for me in their database when I inquired about the bill on July 23, 2013.

Regards,

Business

Response:

September 20, 2013

Dear **. [redacted]:

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

**. [redacted] sent a follow up email to Revdex.com regarding the charges on her account after it was reestablished under her name and the payments she made before the account was taken out of her name in error.

The customer is disputing the balance on the new account under her name for $374.24 which covers 03/04/13 to 09/10/13. According to the customer she already made a payment of $333 and should be deducted from the total balance of $374.24.

The payment of $333 that the customer mentioned was already applied to account [redacted] before it was closed in error which covers until 03/04/13. The balance of $374.24 on the new account [redacted] is the balance for the period covered 03/04/13 to 09/10/13. These charges are still part of the consumption at the property after the old account was closed.

Since the customer did not move out of the property and has been using gas since the first account ([redacted]) was closed, we are able to back bill the account for the amount of gas used at the property for the period that account was supposed to be under her name. We have made several attempts to offer a payment arrangement but customer refused.

We understand the customers frustration on this and apologize for whatever inconvenience this may have caused her. However, they are still responsible for the bill since they continuously use gas at their property.

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:

Again, I have attached a payment history from [redacted], where I paid Washington Gas online. I have also attached two previous bills, February and March, along with the latest bill with a new account covering March 4, 2013 through September 10, 2013, that was just put together by Washington Gas .I have place the letter A on the bill that was due for February 4, 2013 for $118. 00. The bank statement shows a payment was made for that bill for $110.00 on 2/7/2013. I have also placed a letter B on the bill that was due for March 5, 2013 for $182.06. The bank statement shows a payment was made for that bill for $183.00 on 3/7/2013. There was a payment made on March 19, 2013 for $40.00 in which there is no record of payment recorded by Washington Gas. There is also a payment for $110.00 that was made on July 5, 2013 in which there is also no record of payment recorded by Washington Gas. The $40.00 dollar payment and the $110.00 payment equaling $150.00 was never credited to my account as over payment. A $0.00 balance should have been recorded after the payments for both February and March of 2013. Thus, it is hard to figure out how Washington Gas came up with a total of $374.24 for a time period of March 4, 2013 through September 10, 2013, especially since they had no record of where any money was sent since the March bill. They are also attempting to include March's bill with the new bill that was mailed on September 13, 2013. If you compare their statement with my statement, you will conclude that my above calculations are correct and they are greatly mistaken with theirs. Besides, there are two unanswered questions: Whatever became of my first account number and why is WG trying to bill me twice for March 2013.

Regards,

Business

Response:

October 3, 2013

Dear **. [redacted]:

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

Contacted **. [redacted] to explain the dates covered by the closed account ([redacted]). The payment of $75.81 (4/22/13), $40.00 (3/29/13) and $183.00 (3/11/13) settled the balance of the final bill. The new account ([redacted]) covers usage from 3/04/13 to 9/10/13.

The customer was advised that the $110.00 payment that was taken out from her checking account on 7/05/13 was located and will be applied to the new account. Once the payment is posted the remaining balance will be put into 6 months payment installments on top of their monthly bill.

Both parties found this mutually acceptable, we can now consider this matter resolved.

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

Sincerely,

Review: We have been trying to collect our businesses security deposit for $735.00 since 4/01/13 . We were told on 5/22/13 that the refund check was being processed. I called back on 5/28/13 to follow up and was told that the check had been processed to give it a couple more days. 06/20/13 I called and was told that they would need to reissue the check and that it would be 14 days. That day I asked the Washington Gas associate to provide me an email stating what I had been told on the phone, I have the e-mail provided by them on 6/20/13 stating that they would be" reissued $735.00 the check". July 10th I called when the check was not received as promised in 14 business days. Again I was told they would need to reissue the check and that we would need to wait another 14 days .

We have been told 3 times that this refund was processed since 4/01/13 and as of today we have not received . I have actually called Washington Gas 6 times each time have had to wait for no less then 40 minutes and one day was on the line with them for over an hour waiting to speak to a supervisor.

Our office moved to a new location in [redacted] mid - May we turned over the keys to that office to the leasing company at the end of the month and contacted Washington about termination of Service. On the statement provided to us 06/21/13 for ( for usage 05/17/13 to 6/18/13) we have a credit for $50.40 . When I asked how/ when we would receive the credit on our acct the Washington Gas employee told me there would be additional adjustments to the amount and she could not confirm or commit to the amount or to the payment date.Desired Settlement: We want the $735.00 security deposit that is owed as well as credit on our statement for $50.40 refunded .

Business

Response:

See Attachment

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 fact is Washington gas makes promises and does not follow through. Today is July 31, We requested the return of our Security Deposit the first time April 2nd ,( Washington Gas was also provided our new office address during that call). Since that first call I have been told 3 times additional times ( 5/28, 6/20, 7/10 ) that there was a problem with the refund but the issue was corrected and that a check would be reissued - each time we have been told the quickest they could process and get us a reissued check was 2 to 3 weeks. I understand that things happen but 3 times? In regards with Washington not having our new office address on file, I have an email string from Washington Gas from 6/20 that confirms our new office address AND where they actually say that we will receive a reissued check within 14 days. We also received Washington Gas statements 06/21/13 & 07/11/13 ( both showing credit balances) mailed directly to our new location ( correct mailing address printed on statements). July 29th this Monday we received a refund check for the $67.40 credit on the July statement. They clearly have our address. We have been waiting for 4 months . I have spend more then 5 hours on the phone with Washington Gas waiting in good faith for Supervisors and Managers that make the same promises ,thus far have all been false.

Regards,

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:

Today is August 8 2013, 24 days since Washington Gas says they mailed $735 security deposit refund check. Still no $735.00 refund check. Oddly enough we received the $67.00 credit- which I stated in my last response to Washington Gas via this website. It has now been 5 months since we first requested the $735.00 refund. Washington Gas has now told us 5 times that they were going to need to reissue and mail this check. 5 times .... if they had actually reissued that check all 5 times and mailed it one of them would have arrived and we would have happily deposited the check and I would not be writing this e-mail. I can understand a check getting lost or not arriving once, but 5 times someone is lying or their process is grossly flawed.

This will be the last time we respond through better business . We will now proceed through the legal system.

Regards,

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:

Today is August 8 2013, 24 days since Washington Gas says they mailed $735 security deposit refund check. Still no $735.00 refund check. Oddly enough we received the $67.00 credit- which I stated in my last response to Washington Gas via this website. It has now been 5 months since we first requested the $735.00 refund. Washington Gas has now told us 5 times that they were going to need to reissue and mail this check. 5 times .... if they had actually reissued that check all 5 times and mailed it one of them would have arrived and we would have happily deposited the check and I would not be writing this e-mail. I can understand a check getting lost or not arriving once, but 5 times someone is lying or their process is grossly flawed.

This will be the last time we respond through better business . We will now proceed through the legal system.

Regards,

Business

Response:

See Attachment

Review: HI, On June 15, 2013 I was making a payment of 92.11 on my Washington Gas bill. I accidentally double paid thinking I did something wrong the first time. I learned right away upon checking my history of payments on their website that I was charged twice. I found out right away that I "could" cancel the second payment so I did. Well, I still got double charge of 96.66 cause of a "fee' of $4 to pay online for each payment. I saw on my bank account online that I had been double charged right away. I waited a couple of days to see if I would get credited that 96.66 back checking regularly through the day. After a couple of days the second payment came off so my bank account looked normal. The next day that second 96.66 was back on there and messed up my bank account. I "filed" an appeal with my bank naturally because I had cancelled that second payment so it should not have been deducted from my bank account. On June 29, 2013 I had finally received a reply via email from the gas company telling me to call customer service for a refund if I wanted of credit towards my gas bills. What was the point of a cancellation button on Wash Gas website if they weren't going to abide by it? Also, as if I'm going to double pay on purpose the same amount in less then 5 minutes. I spoke to some customer service it who told me I had to wait till a couple more days to call again for my refund. Nowhere in that email was I told I had to wait till a certain day to call for my refund. Top it off they deducted more money out of my refund towards the net bill without even consulting with me. I was told that the refund would be sent 14 days from June 18 when I would have to call again. I did not call back in 2 days. I told him I'm already taking to you about my refund so why should I have to call again. He said he would make a note of a refund request on my account even though I still had to call back in a couple of days. I asked him what was the point of the note then? I called again today after sending another email. Now I'm told I have to wait for 14 days from today for my refund which isn't even the whole thing. I am so upset with the run around and getting double charged despite the fact I had cancelled that accidental second payment of $96.66. The bank person worked with me for the appeal to forward me the funds while it was being investigated since that money should not have been deducted and an investigation would happen.Desired Settlement: I want my 96.66 back to my bank([redacted]) where it belongs. I should have never had to go through this. This is the first time I'm having to use this company and it's a bad experience obviously. Please help me. Thank you.

Business

Response:

See Attachment

Review: I contacted Washington Gas before January 28, 2013 to inform them that I was moving and that I wanted my service ended. I was told that they would cancel the service on January 28, 2013. However, I received a bill in February 2013 stating that I owed a bill for service until February 2013 for $44.18. I contacted Washington Gas and they informed me that the bill was in error and that I could ignore it. Then later in March 2013, I received a bill from Washington Gas for service up to March 12, 2013. The bill indicated that I still owed the $44.18 and owed an additional amount for services up to March 12, 2013, thereby totaling my bill to $89.58. My wife called Washington Gas on March 22, 2013 and spoke to [redacted]. She informed my wife that the bill sent in March was in error and that the correct bill for the amount of $26.01 for services until January 28, 2013 was in the mail. We received the bill for $26.01 at the end of March and promptly paid the bill. My bank records show that Washington Gas cashed my check for $26.01 on April 3, 2013. The check included my account number. The due date for the $26.01 was April 3, 2013. However, on April 9, 2013 I received a bill from [redacted] informing me that Washington Gas sent our Washington Gas bill for $26.01 to collections because we hadn't paid it. This allegation, as shown by my cashed check for $26.01, is false. My wife spoke to [redacted] at [redacted] on April 9, 2013 and informed her that Washington Gas erroneously reported that I had not paid the $26.01. [redacted] indicated that Washington Gas contacted [redacted] after they referred me to [redacted] to inform them that the account was not in default.Desired Settlement: I would like to receive a letter stating that Washington Gas erroneously referred me to [redacted] and that my account has been paid in full. My account number is [redacted]. I would also like the letter to apologize for not properly closing my account and for sending multiple incorrect bills. I also wish the letter to confirm that they did not report this account to the credit bureaus and that, if they did, they straightened out their mistake to the credit bureaus immediately.

Business

Response:

See Attachment

Review: Dear Revdex.com Representative, We have been enrolled in Washington Gas's budget billing program for about 10+ years. The plan is designed to spread out the cost of gas services to our home so that we are paying approximately the same amount each month over the course of the year - rather than getting hit with a $500 gas bill in the winter. Every year the program has been fabulous and we have had no complaints. Typically we have paid no more than $150 monthly. However, in October 2013 we received a bill for more than $200 (without an increase in gas consumption). I called and wrote to Washington Gas and they said they would rectify the problem - our bills then were budgeted for several months at a much more reasonable rate. However, in May, June & July 2014 our bill was nearly $200. Then, our August bill was a big surprise as it was over $200 (without an increase in gas consumption). I could not address the problem in August as we were addressing several crises at home. But now our bill came for September and it is nearly $300 (again, without an increase in gas consumption). I am filing a complaint with Revdex.com so that Washington Gas will understand the seriousness of this situation and so that they will rectify whatever issues they are having in their billing department so that we do not have this problem again in the future. I have made the September payment because I don't want my gas service terminated, but I also am extremely displeased with Washington Gas at this point and need Revdex.com's help to get matters back on track - for good this time. Thank you so much in advance, [redacted]Desired Settlement: I would like a letter from Washington Gas signed by the head of the Billing Department assuring me that (1) our budget billing plan will be adjusted to a reasonable monthly amount, spread out over the year - as it should be per their policy and previous stellar service and (2) promising that this error will not happen again.

Business

Response:

September 18, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.Budget Billing is a billing option that allows the customer to pay their bill in equal monthly installments. The installment is based on the average yearly usage for the address and is reviewed for accuracy and possible adjustment on a quarterly basis. The budget season started with a $78.00 installment which was increased to $193.00 as review showed that the usage was already more than what was billed and if the account is continued to be charged $78.00, the account will end up having a huge debit balance (on the 12 installment). This is the same reason the amount was changed from $193.00 to $275.00. The account is now on its 11th installment on the budget and with the $275.00 amount, the account by the 12th installment would hopefully not have debit balance. Should there would be a debit balance, the amount will be still be billed on to the account. After the 12th installment, a new budget amount will be recalculated, the customer can call the customer service hotline should the customer opt to increase or decrease the budget estimate.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely,William SSpecialist Consumer Relations

Review: In mid- June I contacted Washington Gas to request the following 3 things at the same time. I received a verbal confirmation they were completed.

1. Terminate service on June 30th at Old Address

2. Set up service at New Address

3. Have bills from Old Address forwarded to the New Address

Parts 2 and 3 were partially completed.

The 1st account representative I spoke to said he had no record of me calling or contacting them to terminate service. Obviously the call happened since parts #2 & #3 of the request were mostly fulfilled. Otherwise they would not have known to forward the old bills to a new address or to start new service. He said that since I'd never received a confirmation email that I had not called. He also refused to escalate the issue or let me speak to another individual.

The 2nd account rep I spoke to said my building needed to call and confirm my lease had ended, and that the building would have to assume control over the charges. My building subsequently called Washington Gas and informed them that my lease ended on the 30th. No information on whether they'd assume control over the charges was given. Additionally Wash Gas did not send them or me, the account holder, an email confirmation of any of this. They did give them a verbal confirmation.

Washington Gas has consistently failed to provide written confirmation of actions and changes, and instead provides verbal confirmations only. Additionally they are then using this lack of written confirmation as evidence that these requests have not been made, even though system changes resulting from these calls (i.e. the address update) indicate the contact was made.

I have an email saying I'd made all the necessary arrangements to terminate service. on June 17th. I would not have written the email if I had not done so.

Please note that when I log into the system it only shows my Old Address and did not add my new account at the new address to it. This means I am unable to view my bill electronically or pay online.Desired Settlement: The desired outcome is an apology, and written confirmation that all of the parts of my service request have been fulfilled, and the addition of the new account so I can actually pay my new bills.

I want the bill for the old address to be pro-rated back to June 30th, as originally requested. If there are termination fees or late fees for the account I think they should be removed from the bill since Washington Gas did not do any work to terminate it and put no time or services into doing so.

In short, I would like someone to take care of the original request the way it should have been handled.

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.

We thank you for bringing up this concern to my attention. Upon careful review of the concern raised, here is what we found out. Customer setup a new service on a new property dated 06/17/2014 for service date 06/20/2014 which was done online successfully but I cannot say the same thing with the disconnect request for the old property. With 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 06/30/2014 while the customer’s new account has been setup 06/20/2014 as requested online.

For inquiries and follow-up, the customer can reach us thru our customer service hotline at 703-750-1000.

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

Sincerely,

John D[redacted]

Specialist

Consumer Relations

Review: I am writing to inform you have recent issues wtih Washington Gas and known gas leaks.

Approximately 2 weeks ago, a major gas line leak was discovered between my home and my neighbor's home *13 [redacted], VA and *21 [redacted] VA. Washington Gas spent 5 to 6 hours "repairing" the leak. This involved digging between mine and my neighbor's yard and repairing broken fittings. But they were not sure the "fitting" would hold.

Last night 3-11-14, while sitting on my patio with friends we noted a distinct odor that kept coming and going. I called my neighbor to see if she thought it was the same smell as before. She did think that it was the gas so she called Washington Gas and reported a possible gas leak in the neighborhood. About an hour later I noticed the smell had come back so I decided to call also. I spoke with [redacted] in dispatch. Because I did not know my neighbor's house number that had called the leak in, she was incapable of finding the report. She had no one in the office to assist her nor did she want to help find the report of the gas leak. I asked multiple times to please let me know when someone was coming as a gas leak is dangerous. She did not care to help; only said someone had been notified. Apparently gas leaks and consumer safety does not matter to Washington Gas.

I called back in hopes of speaking to someone else that would assist me. I guess [redacted] told the girl about my call because as soon as I said who I was she barked at me to "look out my window" because the gas man was in the middle of the street. When I responded that was impossible since I was outside, I got hung up on.

Finally the gas man did come around and low and behold he found leaks in the previously "repaired" leak and in a gas meter not 7 feet from where I was sitting.

I was assured this would be resolved in the morning, he would put in the work order.

So today, 3-12-14, I contacted Washington Gas to find out the status of the repairs. I am at work, it is very important to me that my elderly neighbor is okay and my home. Washington Gas states that they are unable to find any record of the gas leaks, my phone calls or any repairs. I have made multiple calls to speak to "managers" however, all they will do is say someone will call me back. None of them are concerned about these missing gas leak reports. I feel this should also be reported to the EPA as there is a clear danger to human health.

Thank you for attention to this urgent health and safety matter.Desired Settlement: This company needs a serious revamp of their customer service, gas leak reports should not go missing. I feel the company should have their reporting audited and see how many gas leak complaints are actually taken care of properly.

Business

Response:

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.

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,

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:

I am the one that reported the leak and I provided all addresses involved in the leak. The response is a lie, the customer service started no leak was reported by me, which was a lie. Pull the call recordings.

Regards,

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

May 21, 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 gas leak involved the customers and the neighbor’s addresses, the leak report was found on the neighbors account, and the customer can make the request to get the report for the said leak. The report was put in on one of the 3 affected addresses by the leak, reason the report was not found on the customer account when they made the call. Should the customer wishes to get the leak report, the customer need to call the customer service hotline to make the request. The address where the leak report is made is now noted on the customer 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,

Specialist

Consumer Relations

Review: Washington Gas has claimed that access to my property has been impeded and that only estimated bills were sent to me since May 2013. On 28 March 2014, I received a bill for $761.26. I calld Washington Gas the same day at sometime after 5pm and spoke to a customer service rep. I asked to speak to a supervisor upon hearing from the customer service rep I had to pay unfortunately. I had a supervisor contact me at 6.33pm on 28 March. I asked how it was impossible for Washington Gas not to be able to read my meter when [redacted] and my water service have been reading my meters without a problem, all of which are in the same area of the gas meter. I was told that the meter was defective and that it was not functioning properly which are two conflicting stories. I thought no one could read my meter, now it's a malfunctioning meter. I asked why I had to pay for something that wasn't my fault, all the while paying my bills faithfully? The only solution from the Supv was to spread out my payments for 12 months, paying $63 + whatever my current bill would be. I said that it was outrageous and that I was being raked over the coals for Washington Gas' outrageous behavior in this matter. I plan on paying my bill in full but under protest. How dare this company or any other make a consumer pay for their mistake and horrible management! This has been going on since I practically moved to my residence last year in April. Estimated bills started May 15, 2013.Desired Settlement: I want Washington Gas to own up to this fiasco. Why should I have to pay for a malfunctioning gas meter, if that was indeed the case. How could Washington Gas let this go on for so long and expect me to pay for it? I wasn't even offered to pay just half the bill.................just blindly pay the entire amount? Own up to your mistake or mis-management and not bill me for something I had no control over!

Business

Response:

May 2, 2014Dear Mr. Dennis:The inquiry regarding the above referenced customer was forwarded to my office for review.The account was billed using estimated meter reading when an actual reading cannot be taken. Letters were sent to advise the customer that an appointment needs to be made to check the device that transmits the meter reading to the technician on the scheduled meter reading date. When the technician was sent to check the reading device, the actual meter reading was also taken and this confirmed that the account was billed using an underestimated reads. Having the meter reading device replaced, an actual reading was taken on the next meter reading schedule and this reading created a catch up bill for the under billed usage due to the estimated readings. We apologized for the inconvenience that the issue has brought to the customer.For inquiries and follow-up, the customer can reach us thru our customer service hotline at [redacted].Thank you for the opportunity to review this matter for you.Sincerely,

Review: My complaint is about adding a security deposit to my bill. Washington Gas claimed that I do not pay on time. I do work in a hazard area in a military base and the access to communications whether phone or internet is limited to make payments on time. It all depends on the circumstances. I am presently deployed overseas with US military but as a civilian.I was surprised today to find an addition $ 240.00 applied to my total bill as security deposit. I did explain the situation through many phone calls today to the Washington Gas customer service but they showed no understanding. Upon asking them and insisting to speak to a supervisor, they leave me on hold for long period of time and then they come back and tell me that the supervisor is very busy and that she can not talk to you and to leave my phone number. I do explain the situation that I am calling from a military base and that I do not have a phone number and that I am standing in cold weather outside the tent trying to talk to any supervisor to explain the situation. They ignore all of that. My hope was to speak to a supervisor to explain my situation but I believe Washington Gas customer service ignore that need and probably their supervisors also ignored my call in spite of me telling them that I have no phone number in the military base.Please assist in resolving that matter and waive the unfair $ 240.00 that was added to my bill by Washington Gas.Thank you,[redacted]Desired Settlement: Waive the $ 240.00 from the bill. I do understand that I was late a little bit but it was only due to overcoming circumstances that I have no control over. my bill is current and up to date and no reason for Washington Gas to claim that I do not pay the bill. I believe it is just a mean to use people to pay more money to them.

Business

Response:

The security deposit was waived 2/20/12.

Review: I recently moved from Washington DC to [redacted] CA. Since I know that mail often gets lost while in transition, I contacted both [redacted] (the business that provides electricity to our home in Washington DC) and Washington Gas regarding any outstanding balances. On 7/16/14, I called Washington Gas first, they stated I had a remaining balance of $73.08. Then called [redacted], they had a remaining balance of $73.09. Since the balance was almost identical I asked if that was due to the Washington Gas bill and they said yes. So I paid the $73.09 balance to [redacted] (confirmation # [redacted]). About a month later, Washington Gas called my cell phone asking to pay the $73.08 balance. Since they normally automatically deduct any balances via direct payment and I had already paid [redacted] for almost the same amount, I had told them about the communication and payment w/ [redacted]. The agent said to resolve that issue directly w/ [redacted] (which I did and received a refund) and asked me to pay the bill over the phone or send in a check by mail. I asked them to send me a billing statement to my new address and that I will send them documentation of the [redacted] payment. However, I never received a bill. But I did send them documentation of my payment to [redacted] while I investigated and I insisted that I would be happy to pay my balance if I could see a billing statement. They ignored my email correspondence and asked a collection agency to collect the balance ([redacted], reference number: [redacted], account number: [redacted]). Today (9/8/14) I called Washington Gas to see what was the issue. They stated that I no longer had an outstanding balance, my account was closed, and that I had to call the collecting agency directly for any credit report issues. The Washington Gas agent also admitted that they should have not contacted the collection company given my attempt to pay my balance. However, they were not willing to contact the collection company. Now, I'm worried that their lack of miscommunication and unwillingness to send me a billing statement negatively impacts my credit report and scores, unjustifiably. Below is the communication between Washington Gas and I. Please help.

Email I sent on 9/4/14

I would be happy to pay the remaining balance if I can get a bill for the charges. I have only received phone calls from Washington Gas to pay my balance but have yet to receive a billing statement w/ details for what I'm being charged for. At this point, the US Postal Office has stopped forwarding our mail. Please send our billing statement for the outstanding balance to our new address:

[redacted] CA [redacted]

Thanks,

Don't mind the typos...Sent from my iPhone

Email Washington Gas sent on:

September 04, 2014

Washington, DC [redacted]

Email: [redacted]

Re: Account Number [redacted]

Dear [redacted]:

Your request to correct your payment has been referred to my office.

Unfortunately, as [redacted] is a separate company from Washington Gas, we do not have access to request a misdirected payment from them. You will need to make payment to Washington Gas of the outstanding balance. Please call [redacted] regarding your overpayment to them.

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 ###-###-####. Any responses sent directly back to this sender will not be addressed as it will not reach the recipient.

Washington Gas strives to offer the best possible service for our customers by responding to customer feedback about the service we provide. To provide your feedback with the service you received, please follow the link below and fill out the short survey.

Thank you for your understanding of our policies.

Sincerely,

Ms. C. J[redacted]

Washington Gas Customer Service

Original email I sent on 8/19/14

Hello,

Attached is our payment to [redacted] for the remaining Washingtom Gas bill of $73.08 for:

Washington DC [redacted]###-###-####

If you'd like to receive this amount, please contact [redacted] directly. According to our records, the remainder of our bill has been paid for.

Thanks,

*,etc.

Don't mind the typos...Sent from my [redacted]Desired Settlement: I would like Washington Gas to correct their unnecessary filing for collection services and send me a written confirmation that such request has been revoked and will not negatively impact my credit history, score, and/or report. I would also like to receive my final billing statement showing an itemized bill, all payments received, my remaining balance, and final notice terminating my account. They can send all written correspondence to: [redacted] CA [redacted].

Business

Response:

October 7, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.We understand the customer’s disappointment and we apologize for the inconvenience this has caused. With customer’s desired Outcome/Settlement, Washington Gas made actions to resolve customer’s concern by recalling the closed Washington Account from NCC Collection Agency. We also made sure that customer’s Credit History/Score will not be impacted.We will also mail and email customer’s request for his final billing statement, payment history and a confirmation of customer’s account closure.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 DSpecialist Consumer Relations

Review: I received a bill from Washington Gas dated "mailed" 5/10/2013 in the amount of $4.85 (four dollars and eighty five cents)with a due date of 5/29/2013 for my account # [redacted] which was created when I moved to address [redacted].

I made a payment on 5/20/2013 in the amountof $6.00 with my bank card ending in #[redacted] The confirmation number given was [redacted].

On June 3, 2013 I received a reminder notice from Washington Gas dated 5/28, 2013 that an amount of $17.94 was due. The reminder was a black and white copied notice not the usual light blue format with perforations etc.

On 04/30/2013 I made a payment of $50.00 for an account were I previously lived ([redacted]) for account #[redacted]. The balance due on the bill was $17.76. The payment cleared the [redacted] on 5/1/2013. According to the bill mailed on 5/10/2013 monies from the the $50.00 payment were applied to the new #[redacted])account and a balance of $4.85 was due on May 29, 2013. I stated in the first paragraph that it was paid on 5/20/2013.Desired Settlement: Please issue an apology for the oversight and update the bill accordingly. If any derogatory remarks have been sent to the credit bureau please correct them and send me a letter as well. Thank you.

Business

Response:

see Attachment

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 agreement was that Washington Gas would deduct $17.94 from the credit on my Washington Gas account and send a letter reflecting a zero balance.

I have recently received a bill for $18.85 however I have paid, in the month of May, $50.00 and on June 13th $60.00 so there should still be a credit on my account with Washington Gas. The "Budget Plan Information" section is not reflecting the correct amount of money paid since this account number "[redacted]" was established for my residence at [redacted]. My previous residence of [redacted] had the account number [redacted] and there should no longer be any bills received for that address. I discontinued service at that address in mid April 2013.

Regards,

Business

Response:

See Attachment

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,

Review: I called Washington Gas (###-###-####) on 3/10/14 to set up my utilities for my new home. When providing my SSN to set up my new service their 'soft credit check' system pulled up my twin sister’s identity (name, address and credit). The only reason they were able to move forward with setting up my gas service was because I had an existing account. If I had not had an existing account, their data error would have prevented me from being able to set up my utilities. Washington Gas needs to provide me with information on where they pulled this incorrect information from and and they need to work with that source to ensure that this data is corrected so that I do not encounter future problems with this data error.Desired Settlement: Washington Gas needs to provide me with information (in writing) on where they pulled this incorrect information from and and they need to work with that source to ensure that this data is corrected so that I do not encounter future problems with this data error.

Business

Response:

Company states it has contacted the complainant to resolve the problem.

Review: I have three accounts with Washington Gas - two of them are business and the remaining is a personal account. For two of the three accounts, I do not receive billing statements, either via mail or email. I didn't realize until recently that enormous amounts were owed on both accounts and that they have gone unpaid since October 2013 on one of the accounts and November 2013 on the other. I have called them and complained about not receiving statements...but the problem continues. I just found out that one account is in collections (never received any notification whatsoever). The other is about to be discontinued (I'm trying to pay but I keep getting hung up on). Now they want to charge an excessive deposit fee.

My account histories goes back 15 years. I have never not purposely paid my bills. For them to not solve the problem why I can't get a statement bewilders me.Desired Settlement: I want them to start sending me my flipping statement! I also want any requirement for a deposit to be removed.

Business

Response:

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.

The bills for the usage are made monthly after a meter reading is taken. The bills by default are sent to the service unless specified on the account to have it sent elsewhere. Customer needs to advise the company if there is failure to receive the bill so that a copy can be sent out. Customer who wishes to utilize the website can also view and manage their bills by creating a log in access online. Accounts that missed payments may be requested to pay a Security Deposit, which is refundable once a good credit status was reestablished. The customer confirmed that he is now receiving the bill and the issue resolved when call was made to discuss the concern.

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 Washington Gas provided meter had a severe leak which was corrected by Washington Gas on 1 January 2014 by replacing the faulty meter. The repair personnel said the leak was significant and given the holidays there was no way to tell how long the leak had existed. This led to an excessive reading of natural gas usage compared to history and is out of line with the temperatures of the billing period (12/5 through 1/7). The bill claims a usage of 228.7 Therms while last year I used 125 Therms and the previous year in 2012 I used 95.7 Therms. This is an 80% increase in Therms over the same period last year even though the temperatures were higher (and you would expect to use the same or less) and a 140% increase over 2012. It is clear that the excessive usage is due to the leak. I have spent 10 hours on the phone with 5 different levels of authority to try to reach resolution of this issue. Though individuals on the phone have not been rude, they have been 0% helpful and on 3 occasions individuals did not follow through with what they said they would do - 3 people said they would contact me before the end of the day on the 3 different days but none did and 3 separate individuals said they had put a hold on the bill so I would not be charged a late fee yet I'm told none actually did that either. I spoke to both their outsourced team and finally made it to corporate though a long string of phone forwards. If they forwarded me to someone that only had voice mail on, then I'd have to start back at square 1 and work back through the prerecorded messages and actual people of the 4 levels to get back where I was.Desired Settlement: Washington Gas should reduce the bill to be in line with historical usage for the same time period. While the current bill is for $253.78, using last year's Therms of 125, the bill should be $155.475 and using the 2012 Therms of 95.7 the bill should be $121.35. Outcome: Averaging the two periods together results in a bill of $138.41 (meaning the current bill should be reduced by $115.37 to $138.41) and there should be NO late fee or penalty.

Business

Response:

[redacted]

March 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.

Gas consumption this heating season is much higher due to the inclement weather condition. Inquiry was made to check whether the leak location relative to the gas meter contributed to the reported high gas bill of the account. The customer’s request for a bill adjustment using the historical usage of the property for the after a leak incident was completed by providing credit 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,

Specialist

Consumer Relations

Review: I received a "Discontinuance Notice" today, 7/26. I called and spoke to a customer service representative and he informed me to send in the following documents.

He explained that the bill was from the "technician not being able to access our meter" however when we moved in no one needed access to anything nor did we have issues setting it up.

I received the final bill with the final reading dated on 3/19/13, which on this new bill is indicating he never read it that day. Which I find interesting seeing he was able to provide the final reading and thus bill us our final bill. I spoke to everyone who lives here, no one provided any access to our property. So unless the employee on 7/17/13 broke into our property to access this, I am not sure how they got this "reading".

In the email to them I attached a copy of my payment history, final bill, and home page of my account, also I have a confirmation email from Washington Gas regarding the closing date.

On the home page of my account it shows "current balance and bill due" as $0.00 up to 4/10/13 yet now with this bill they are trying to charge me, and are stating I was using gas from 3/19 on?

I was also told that if I or even if someone new moved into this address tried to call and set up service they would have to pay this bill listed under "Occupant" that now magically exists before they could receive service for any heating needs. They would refuse to set it up without payment even if they weren't the ones living here.

Furthermore this letter was addressed to "Occupant" which further proves my account was closed when I had requested it, and received and paid my final bill, 5 months ago in March, 2013.Desired Settlement: I want this bill to be resolved, and when I do call in October/November to set up service to not have it prevent me from setting up heat. I did everything I needed to do correctly and they are stating due to their technician failing to do his/her job we are being penalized and notified 5 months after I paid our confirmed final bill with the company.

Business

Response:

See Attachment

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 this complaint was also filed with the Virginia SCC and they are pending an investigation. I have attached a letter in more detail regarding the discussions with **. [redacted] of Washington Gas. I still believe I am not responsible for paying for their company not doing their job and find their statement that even thought I received a final bill service wasn't cut off as inexcusable. Pending the Virginia SCC's investigation I have no plans of paying this bill per their instructions.

Dear **. [redacted],

Review: Washington Gas account #[redacted] for [redacted] aka [redacted], my stepfather died 40 years ago in the early 1970's. My mother, his widow, never changed the account to her name. She vacant the apartment as of January 31, 2013. As I had to bring her to Ohio by me on January 8, 2013, as her health was failing, she had dementia and was not of sound mind. I retrieved her mail at the apt. that she had got and saw one with Washington Gas. I called numerous times in January/February 2013 to close out this account. I was told that I had to submit the death certificate of [redacted] to close the account. [redacted] was my stepfather and I knew nothing about him, let alone know exactly when he died. I know he died in Ohio, as he came back to Ohio very shortly after moving to Washington, DC, with my mother. He was there and back to Ohio in a flash. So she had been paying the bill herself for the last 40 years, [redacted]. My lawyer told me to not worry about the bill since Washington Gas was not willingly wanting to work with me on this. Then I received a Washington Gas bill for [redacted] at my home address in [redacted], Ohio. Washington Gas had my address from my correspondence to them. I paid the bill of $42.03 for the monthly services for Ocober or November 2012 to May 2013 by mail on 07/22/2013, knowing that [redacted] was not responsible for February to May 2013. Then on July 29, 2013, I receieve a collection notice in the mail for [redacted] regarding Washington Gas. I called the collection agency and advised them that the bill was already paid for a person who was dead the past 40 years. The only reason I paid the bill was to do the right thing for my deceased mother since she had been paying the bill all these years and did owe up to January 31, 2013. I did make contact with Washington Gas again on July 29th, 30th and August 1st, 2013. Washington Gas can check there system and see this as everything I said was being typed. On 07/29/13, supervisor [redacted] called the apt. building manager while I was on hold. The assistant said that the apt. was vacant on January 31st and that the manager [redacted] was gone for the day. He would be in at 8:00 AM the next day. [redacted] ended that call and had told me there would be a refund for February to May. To call them in the morning to have Washington Gas call the building manager. I called and spoke to [redacted] in the building managers office on 08/01/13 and she stated that she just spoke to Washington Gas the day before and said that the building manager would take over the account for Feb. to May. She gave Washington Gas, [redacted]'s name and the address and said that they would need to call to get the tax id number. I then call Washington Gas and had supervisor [redacted] call the apt. building manager's number to get the tax id to resolve this closed account and get the refund. He said all I need to do now was send in [redacted]'s death certificate. Because the account is in his name and a refund can be issued until then. They have a process they have to follow. Sometimes a unique situation happens and you have to bend the rules. I asked to [redacted]'s boss and was told I would have to call back in the morning. I feel this is going to be another run around and no one is taken into consideration the circumstances around this whole account. [redacted] has been dead for 40 years, once again I do not know the exact date to get the death certificate. My mother was [redacted] and paid the bill for the past 40 years. She does not owe for Feb. to May and it should be refunded back to her estate. Washington Gas had no problems with taken a check from her estate to close the account. Washington Gas was told by two different people from the apartment building manager's office that she vacated on January 31, 2013 and they will take over the account from February to May 2013. By law, I would think that Washington Gas cannot charge someone for use of gas that was no longer occupying the apartment. They had no trouble taken money from my mother all these years for an account that was still in the name of a dead man.Desired Settlement: Refund check for February to May 2013 gas services that was charged in error and paid back to [redacted].

Business

Response:

See Attachment

Review: I am upset by the infrequent reading of my meter and the fact that my meter was not even read before I was sent a final bill after closing my account. I moved into my rental townhome in June of 2012. My gas meter was not read actually read until June of 2013 and at that time I received a bill of over $185 to make up for the difference between my estimated and actual gas use. I moved out of the townhome on July 1, 2013 and closed my account as of July 3, 2013. I was sent a final bill which was once again estimated.

Business

Response:

See Attachment

Review: In September 2012, exact date unknown I contacted Washington Gas and requested the gas service for account #[redacted] be turned off effective September 28, 2012 due to the sale of our home located at [redacted] to [redacted]. Five months later, I received a past due bill/discontinuance notice dated February 26, 2013 for #[redacted]. Washington Gas failed to process my request and in 2012 and subsequently failed to send any correspondence notifying my husband and I of this error between September 2012 and February 2013.

In March 2013 upon receipt of the discontinuance notice dated February 26, 2013, I called Washington Gas and tried to address the error and resolve the account. I informed the representative that I had called in September 2012 to discontinue the gas service and that my family had not occupied the home since 28 September 2012. I also made the 2nd request to have the service shut off and the account be removed out of my name. The Washington Gas representative informed me that I was required to submit proof that the home located at [redacted] was sold to a new occupant. With that advice on March 11, 2013 I faxed to the Washington Gas Correspondence Department the Deed of Sale, along with a memo requesting that the account be turned off and transferred to the new home owner, [redacted]. In my memo I also provided phone and email contact info in the event additional information was needed. Several weeks passed and I received no phone call or email requesting additional information, therefore, I assumed the documentation was sufficient and the account had been resolved.

On April 2, 2013 I received a second past due bill/discontinuance notice dated March 27, 2013. My husband, [redacted] called Washington Gas and requested the status of the processing of our Deed of Sale that had been previously sent on 11 March and learned that the account had yet to be resolved and that the service still had not been shut off. He was told that the Deed of Sale from [redacted] County was insufficient and that we were required to submit documentation that proved the sale of the home along with the purchaser’s signature. During this call my husband made the 3rd request to have the service shut off. Prior to my husband’s call on April 2nd, Washington Gas made no attempt to inform us that our documentation was insufficient and continued to leave the gas service at [redacted] active and continued to charge us for the gas usage.

Since our Deed of Sale did not include the purchaser’s signature, I obtained new documentation from our settlement company that included a signature from the purchaser. Before sending the new documentation to Washington Gas, I called them on Friday, April 5, 2013 and spoke with at [redacted] to confirm that no additional information would be required. [redacted] advised me that the new documentation with the purchaser’s signature would allow Washington Gas to properly resolve the account. During this call I made the fourth request to have the service turned off and requested that a manager contact me as soon as possible. I provided that my office number would be best prior to 3:30p.m. and that my cell phone number would be best after that time. She assured me that a manager from her department would phone me.

On Monday, April 8, 2013 I had a voicemail on my office phone from a Washington Gas supervisor that called Friday but the message was left at 5:40p.m. I advised [redacted] to have the supervisor call my cell phone after 3:30p.m. but I received no call on my cell phone. The number that the supervisor left was not a direct number and was a general customer support number for Washington Gas. Around 8AM on Apr 8th, my husband faxed the new documentation along with a dispute memo to finally resolve the account with Washington Gas. Later that morning he called Washington gas to confirm that there were no additional documents required and that our name would finally be cleared of the debt and the account would finally be shut off. He was informed that a Washington Gas representative tried to turn off the service at [redacted] over the weekend but the new owners would not let them inside to turn off the gas. As a result my husband and I would still be responsible for the debt and we would continue to receive a bill for the service until the new occupant, [redacted] contacted them to have the service connected under her name. At this point, my husband asked to speak to a supervisor but was told that there were none available at the moment and the call ended. About an hour later he called and was able to speak to a supervisor. After discussing the issue, the supervisor said that he could zero out the account but the account would still remain active under our name and we would be responsible for all subseqent future bills.

The feedback from the supervisor is unacceptable and still does not resolve the issue. Our previous account #[redacted] with Washington Gas should be turned off and our name should be removed from the account with zero debt due. My husband and I have made every effort to resolve this issue but have been unsuccessfull since Washington Gas has refused to help resolve the issue. I hope through this complaint, my husband and I can finally get the customer service/resolution we deserve.Desired Settlement: As a result of this complaint I request that Washington Gas Account #[redacted] be shut off immediately , the previous account holders, [redacted] and [redacted] be cleared of any debt due, and a formal letter be sent to our home confirming these actions were completed. Additionally, if any negative reporting to the Credit Bureau was done, that should be reversed immediatley.

Business

Response:

The customer's acocunt has been closed as of 9/16/2012. A final bill has been issued and mailed to the customer.

Review: My records show my final payment for my former property located at [redacted], VA [redacted], in the amount of $19.63 was received and credited to my account on 3 December 2013.

A review of Washington Gas records will confirm the following timeline:

31 October 2013—My tenant, [redacted], transferred the Washington Gas account to me. We each called to confirm that this occurred. I received confirmation that she paid her final bill. The house was vacant until 18 November.

18 November 2013—I closed on this property, selling it to [redacted].

20 November 2013—I called Washington Gas customer service to confirm that the new owner had transferred the account to his name. The agent told me that the transfer would occur the next week on/about 26 November, based on their ability to do “something” that didn’t make sense to me. Since I no longer owned the property, I requested that the gas be shut off and my account closed immediately, as of 20 November. I was put on hold for 15 minutes, and then told that the new owner had agreed to take responsibility for the gas as of the closing date of 18 November.

3 December 2013—I paid the bill from Washington Gas, marked as the “Final Bill.”

December, January & February: In each of these months, I received a bill for $122.20, covering a meter reading after 18 November. Each time, I promptly called the customer service line, and after describing the situation, each representative confirmed it and said they would document it the “system.” When I asked for written confirmation, I was told that the system would update and I would receive a $0 balance bill soon. All three reps advised me to “ignore the bill.”

Instead of the expected confirmation, I received collection letters from Washington Gas and two debt collectors.Desired Settlement: Correct Washington Gas records to reflect the current owner as being responsible for all bills after 18 Nov, stop sending me bills and stop sending my name and new address to collection agencies.

Business

Response:

May 24, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.The customer’s account has been adjusted to bill the gas usage up to 11/18/13. The Collection agency has been notified and the account removed from collection efforts as the account stands on a zero balance. The bills of the customer for the usage after 11/18/13 were cancelled and are in turn billed to the new owner which is now the active account holder for the property. We apologize to the customer for the inconvenience on the delay of the completion of the adjustment.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:

[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. Thank you for your assistance as I was unable to resolve this by myself.

Regards,

Review: On 03/12/2014, we received a letter dated 01/24/2014, from **. [redacted], Division Head, Consumer Services, Washington Gas explaining the cause of a billing adjustment to our December Washington Gas statement.

During the period in question I received several emails informing me that my bill was available:

• Dec. 18 for $165.20, withdrawn Jan. 3

• Jan 10 for 30.48, withdrawn Jan 27

• Jan. 18 for $256.37, withdrawn Feb. 3

• Jan 23 for $246.75, withdrawn Feb. 10, and finally

• Feb. 19 for $37.95CR.

After I received the bill on Jan. 23, I contacted the Washington Gas customer service department by phone, and had a very unsatisfactory conversation with someone who could only tell me that there was an adjustment to my account. No matter how I phrased my question, that was the response. I finally asked to speak to a supervisor, and he refused to escalate my call. I called back and spoke to another representative whose answer was only slightly more enlightening. I subsequently submitted a written inquiry through the Washington Gas web site on Jan. 28, 2014. I asked specifically in that inquiry whether I was going to be charged for both the Jan. 18 and the Jan. 23 statements, so I could ensure sufficient funds in my bank account. The email response I got from [redacted] on Jan. 30, was equally unresponsive, simply telling me to directly contact the gas supplier.

My husband and I are both retired, and therefore live on a fixed income. The fact that they withdrew over $500 ($246.75 + $256.37) from my bank account to pay the same monthly bill twice, rather than an adjusted amount could have played havoc with my bank account. Fortunately for us, it did not result in an overdraft.

While Washington Gas claims that they have corrected the problems, let me emphasize that there was no explanation provided at any time on any of the bills, or in the email notifications, about the required adjustment. It was not until we received the letter this week that there was a lucid explanation. This was nearly 3 months after the problem occurred.Desired Settlement: I hope you can request that they review and change the customer service procedures and training to ensure that customers are properly informed and notified timely when these types of adjustments become necessary, and that employees at the call sites can satisfactorily answer customers’ questions. The fact that I could not get a reasonable explanation after three attempts reflects very poorly. Further, the fact that we received a letter nearly seven weeks after it was dated emphasizes that there is still have more work to do in the customer service department.

Business

Response:

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.

The progression of the bills was explained to the customer, starting with the December invoice. The gas usage for the period of 11/08/14 to 12/13/14 was under billed; reason another bill was mailed to correct the actual consumption. We apologize to the customer for the inconvenience on the customer representative’s inability to clearly discuss the progression of the charges and explain the issue encountered with billing. All the payments made on the account were accounted for and was applied to 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,

Specialist

Consumer 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. Someone from Washington Gas spent a considerable amount of time explaining to me the reasons for all the problems they had.