Washington Gas

Review: We have recently changed our bank and we've have been trying to provide Washington gas with the updated bank account # so they can automatically withdraw the amount owned monthly.

We've been pro-actively trying to ensure that Washington Gas does not have a break in payment due to them pulling funds from a checking account that is closed for over 2 1/2 months. They still have not been able to change our account in the system.

We've sent over 10 emails to their customer service inbox (with 0 replies). We've called their customer service desk over 6 times and spent 1 hour on the phone with them each time - only to be told every single time they're having computer glitches. Also, every time we call and reference our former case number, were told that they have not documentation or information about the prior call. We've escalated to supervisors three times (as of 10/26) - only to be told that we have the abilty to change the account # online - when we've tried over the phone (Sevearl times) we're told the problem must be on our end - and left with no other alternative. We did have one rep admit that they've been having problems with their system.... but for 2 1/2 months? We've also tried resubmitted (in hard copy) an application for automatic withdraw (with a cancelled check from our new account) only to be told we can't have 2 atf accounts and that attempt also failed.

We've cancelled our checking account that the bill currently draws from (as we've informed them in writing, over the phone, and hard copy), so this coming month (November) the account they will draw from will bounce. We're attempting to mitigate any negative impact to our credit score due to their negligence. So we've been documenting every call and complaint we've submitted.

Washington Gas currently has a monopoly of the gas utility market in this area - so we have no other options. If there's treating customers who are have the financial means to pay their gas bill like this - I can't imagine how they're treating the underserved populations. Something needs to be done about this monopoly as well as a wakeup call to their customer service reps on how to treat someone who's just trying to proactively ensure their bill is paid on time.Desired Settlement: Change our ATF account to our new checking account to avoid delay in payment.

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 enrolled to electronic billing coupled with automatic drafting of payment from the customer’s checking account thru the Washington Gas website. When there was a change on the customer’s bank information the customer has attempted to do this in the website however the customer has encountered numerous error in trying to complete the change. The customer called the service hotline to request to do the change for the bank information but customer was referred back to the website to make the change since the customer service representative cannot make this adjustment as the auto draft enrollment was initiated via the website. The customers mailed request to make the change was also not processed since account was currently enrolled to the said program in the website.

The customer has agreed to temporarily remove account from automatic drafting of payment and manually processed check payment over the phone and was advised that the account will be enrolled back to the program using the new bank information.

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,

Review: For over a year now we have been communicating back and forth with Washington Gas. We have requested on numerous occasions for them to not only come out to our location and inspect our meters for any possible issues or defects, but we have also requested that they submit to us documentation regarding their claim that they record monthly readings of our meters. All requests we have submitted have been refused, despite our communications with them.

The bill for the unit we are concerned with neighbors an additional unit that we are also responsible for. Despite the fact that the other unit IS in fact climate controlled, whereas the unit we are concerned about is not, the bill we are being sent is 10 times higher than the adjacent unit that we do use air conditioning and heating in. It has been explained to Washington Gas that this unit is for storage only, therefore it is beyond absurd, not to mention completely impossible that there would be a reading on our meters reflecting the usage they are claiming. Washington Gas did however reveal to us that they are in fact billing us for the usage based on the previous tenant, which should definitely not be the case--the previous tenant in question had an entirely different use for this unit, and we should not get charged based on past meter readings before we became tenants of this property.Desired Settlement: We are asking that our request for the proper information be met, as well as our concerns addressed to our satisfaction.

Business

Response:

September 17, 2013

Dear **. [redacted]:

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

The customer was upset since according to the customer they are not using gas at the said property and it is impossible for them to get a bill that high since the property is only used for storage.

We have discussed this with the customer and advised her that the bill is based on the consumption at the property and actual readings. The customer was also advised that the account started under their name 08/01/11 and we only received payments twice since the account started which is also one of reasons their bill went up.

The customer requested for a letter that includes the readings done at the property for the account. We apologized for whatever inconvenience this may have caused them.

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: They had stated they were going to send me the exact meter readings that were done at our location per our phone conversation around 12pm-1pm today. I have yet to receive any email correspondence from them. They are stating that a yearly invoice for gas was $850 on an area that is used for storage, versus the $535.47 charged for a unit 3 times the size that we actually use heating and cooling services within. They said that $325.00 was an activation fee, but why is the remaining bill anywhere near the cost of a unit 3 times its size, when we don't even use the gas in this unit???

Furthermore, they are stating that they are billing us for late fees, etc. when they took over a year (from Sept 2011 to Sept 2012) to even send us an invoice in the first place. After seeing an $850.00 charge for a unit you don't even heat was something that was, of course, questioned. They have stated that they have been out in person to do readings several times. We have requested specific dates and times for this because of the fact that we have surveillance cameras onsite and we don't believe that they are telling the truth in regards to dispatching technicians to our location. Until that information has been provided and the charges have been explained in a satisfactory manner and/or removed from our account this has not come to an amicable resolution.

Review: I changed the account #[redacted].[redacted] to my name in late April or early May after my husband and myself separated. My husband had enrolled in a budget plan that was unrealistic and a bill of over $800. I called in early May and said that I could not pay the whole amount and they said they would set up a payment plan if I paid $200 on May 24th, which I did. I lost my job in May and have been either unemployed or underemployed since then. Then in June I made a payment of $50.00 and another $50.00 payment on July 7th. I got a discontinuance notice in July and I called and talked to someone that said that they would set up a payment plan if I paid $136.00 by August 5th. I paid $136 on August 6th and now they have discontinued my service and said that they would not reinstall my service unless I paid the whole balance. As a mother of two young kids, that is underemployed, I cannot be without gas, since that is our stove and I cannot pay the whole balance.Desired Settlement: I would like for them to set up a payment plan for the outstanding amount of $75.00 a month, and I would pay also, whatever I use that month on top of the $75.oo. I wan them to reinstall my services without charging me extra for the reconnection. And I want all of this in writing so they can't come up to me in a month and say, oh no what we meant was.

Business

Response:

August 21, 2013

Dear **. [redacted]:

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

The customer sent an email to the Revdex.com regarding the Payment arrangement she requested that was not processed which resulted for her gas to be disconnected.

The customer was upset since the payment arrangement she requested was not processed after she made a payment.

We have discussed this with the customer and advised that reason why arrangement was not processed is that we did not receive a call from her after making the payment. We explained to the customer that there is a need for her to call with the confirmation number for us to process the payment arrangement.

We understand the customers frustration on this matter and advised her that as a courtesy, we will just go ahead and set a 3 month payment arrangement for the remaining balance of $177.96 and will adjust the deposit request from $100 to $50. We apologized for whatever inconvenience this may have caused her and assured her that we are doing our best to give the best customer service possible.

Both parties found this mutually acceptable, we may now consider this matter closed.

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

Sincerely,

Review: Have been trying for weeks to get gas service turned on at my apt. Previous tenant left a balance, so I was informed I would need to email proof of identity to Washington gas. After the 3rd email over the course of 2 weeks, I finally received a response stating I would need to go into a Washington gas office to establish my account. Once there, they made copies of the same information I had already provided them. I was told that they would come to turn on my gas on Wednesday (I was in the office on a Monday). I specifically asked if they could leave a note stating I would not be home but that the utility closet where the water heater was located would be open. I called once I arrived home, and was told that they had been to the apartment, but no one was home and they had "left a note on the brown door". No doors in our complex are brown, nor was any note left. I called and was escalated to the on duty manager. He set up a new appointment because it was too late in the day for them to send anyone else out. I asked if they could have the technician call me so that I could give him instructions if there were any issues. I was told they don't have time to make phone calls between jobs. I again called when I arrived home and was told they had not been to my apartment yet, but they were working overtime because they were behind schedule. I confirmed that I would be home and would hear any knocks that came to my door. I waited an hour, then called to check on the status. They told me the technician had come but no one was home. I was then told that they could not send anyone out, even though they had previously assured me that the gas would be turned on that night. Each time I have talked to Washington gas's customer service I have been lied to. The last call I made to them, I did end up cussing at the manager because I was so frustrated. However, once he told me that he would end the call if I did this again I kept myself from repeating the language.Desired Settlement: I would like for Washington gas to turn my gas on. The service was turned off before I could transfer it to my name, and I have been battling with them for almost a month iot get gas.

Review: I used washington gas in my old apartment ([redacted]). I started up an account and had to pay a $60 deposit that they hold in case you miss a payment and if you dont miss a payment, they refund the money when you close your account. I moved from that apartment in the beginning of February and before I moved, I called Washington Gas to cancel my service and to have them send out a check for that amount to my new address ([redacted]). They said it will take a few weeks. I have literally called this company a dozen times (you can check the phone records) asking where this money is and making sure it is sent to my new place. The last two times I had called I asked to speak to a supervisor and the workers would not put me in touch with them saying that the check is on its way. It shouldnt take 4 months to get my deposit back. This has been an infuriating process and I just want my deposit.Desired Settlement: I would like a refund of the $60 deposit and an apology for this horrible situation that has literally taken hours of my time calling in.

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 somewhat satisfactory to me.

Regards,

Review: My wife and I sold our coop at [redacted] on January 15th. We requested that our Washington Gas account be closed on the same day. Shortly after we sold the coop, we received a final bill from Washington Gas for approximately $60 and paid it in full.

In March, we received a check from Washington Gas in the amount of $80.05. The check did not include any correspondence; however, the memo line of the check stated "overpayment." We assumed that the company had audited our recently closed account and determined we had overpaid.

Last week, we received a collections notice from a company called [redacted] for an overdue amount of $80.05 to Washington Gas. When I called Washington Gas' customer service on April 29 at 4:45pm, the customer service representative informed me that they had mistakenly credited the first payment of the person we sold our coop to to our old, closed account. They did not notify us of this and, rather than trying to contact us, sent us immediately to collections. Naturally, I am concerned about the impact to my credit history due to Washington Gas' mistake.Desired Settlement: I am requesting that Washington Gas immediately correct my credit report to remove any detrimental reporting and consider my closed account paid in full.

Business

Response:

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

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 received an email from Washington Gas hours after I received their response through the Revdex.com that seems to indicate I still owe $80.05 and that my account was not sent to collections. It *was* sent to collections, and I would like something in writing attesting to the fact that my account has no balance. I am copying the email from Washington Gas below.

Regards,

May

02, 2014

Email: [redacted]

Service Address:

Re: Account Number

Dear [redacted]:

Your request to confirm the

status of your account was referred to our office.

In response, the amount owing is

$80.05. The account was not sent to a Collection Agency. We hope this

information is helpful.

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

Business

Response:

Customer's account balance is zero.

The account was not referred to an outside collection agency.

- [redacted]

Review: I am absolutely OUTRAGED by the treatment I have been receiving from this company. First, my service was discontinued without notice due to an error that was not my own. Then, after I paid the amount I was told to pay to get reconnected, I waited in limbo for 5 days wondering when I was going to be reconnected. It was only after calling that I discovered that they wanted MORE money. So after I FINALLY set up an appointment to get reconnected, I get the vaguest possible time window ever (7am to 5pm). They might as well said, "we'll be there at some point." The final straw was the fact that the tech called when he was looking for a parking spot wondering if someone was home. Shouldn't I have received a call more than 90 seconds before a tech's arrival? On top of that, I was unaware that someone had to be home since my service was disconnected when no one was home, like a theif in the night. I do have a job and other obligations and I cannot sit wondering at what point during a 9 hour period will I hear from someone. There is more: when I tried to reschedule the appointment, the earliest time is MONDAY! MONDAY? So even though my service is paid for, I have to sit a whole weekend without cooking and hot water to bathe?? The world does NOT only operate Mon-Fri 9-5 and I wish they would make more of an effort to accommodate your customers. This is absurd and it shows that I am not valued as a customer.Desired Settlement: I would like my service restarted immediately, without incident and an adjustment made to my bill for the time I have been without service.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

December 20, 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 gas service was disconnected after payment for the gas arrears was returned. The payment was processed online using a checking account; however the bank account provided cannot be located. The customer called the customer service hotline to inform that payment for the returned transaction was already made but the call got terminated before customer service representatives can verify if the payment was enough and schedule an appointment for service reconnection. The appointment for the reconnection of service was made based on the availability of the schedule on the particular date. The account was scheduled for a next day appointment with a window between 7am to 5pm. A call ahead was not guaranteed but was made by the technician assigned to do the reconnection of service prior going to the address; however the customer was not home and was advised to call customer service to reschedule appointment. Customer‘s request to have another technician sent the same day was denied after verifying with the technician’s dispatcher that none is available to take the order. The reconnection of service was scheduled on the soonest available schedule which was Monday.

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 recently moved and terminated my Washington Gas service. I've had a security deposit on file with them since the beginning of my service in late 2010. When I called to cancel, I asked about the refund of the security deposit and I was told that I'd be refunded the deposit minus my last bill's charges.

Instead, I received a bill for my full last month, and no explanation about the refund. After repeated phone and email attempts to contact customer service, I was told that the refund was applied to my account in early 2012. I asked for proof of this, as my bill had constatly been $20/$30 and I paid around $30 the month they said they refunded me, but I haven't been given any documentation. They said they 'don't have a record' of that bill, yet they say they have documentation that the security deposit had been applied.

I've asked several times for this documentation but haven't received it.Desired Settlement: I want documentation backing up their (incorrect) claim that they processed my deposit and refunded it to me. Of course, this doesn't exist since it never happened, so I'd like my security deposit of $80 refunded.

Business

Response:

See Attachment

Review: I made a payment for my bill online in December. In January I had received a bill stating that I had not made the previous payment. When I contacted them I was told that they were having issues with their website and that the payment had never been processed. They told me that the website issue was being resolved. Two weeks later I went online and paid my January bill. February rolls around and surprise surprise the website issue has not been fixed and my January payment was never processed. I would think as a company you would like to have your payments in a timely matter, but if your bill pay services are not working then the fault lies on you as a company. If you state you are going to fix a service, especially one that deals with finances maybe you should act on that as soon as possible. Poor company and poor service and I cannot wait to no longer be a customer.Desired Settlement: I would like for your online bill pay service issues to be addressed

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

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.

There were instances of intermittent interruption on some of the functionality in the Washington Gas Website. We apologize for the inconvenience that this has brought to the customers that utilizes the website.

In the event that the website is not available customers have other options in making the payment.

Customer can pay by check or card thru the Washington Gas Automated Service Line

Customer can call ###-###-#### and make a credit card (Master Card, Discover or Visa) or debit card (Star, Pulse or NYCE) payment

A service fee* of $4.55 applies to every $500 payment made with credit or debit cards. The service fee is applicable to DC customers only. See notes about changes in the payment methods below

Customers can make a payment using their checking account at no charge

Mail a check to Washington Gas, P.O. Box 37747, Philadelphia, PA 19101.

By Drop Box (Night Deposit Box)

Washington DC

101 Constitution Ave, NW, Washington, DC

1100 H St NW Washington DC 20005

3101 Martin Luther King Ave, SE, Washington, DC

Maryland

4000 Forestville Rd, Forestville, MD

1800 N Market St Frederick, MD 21701

Virginia

6801 Industrial Rd, Springfield, VA

50 Hillandale Lane, Winchester, VA 22602

Overnight payments via Fedex, Ups, courier service:

send to Washington Gas, 2080 Cabot Blvd., West Lockbox #37747, Langhorne, PA 19047

In Person (Walk –in Office)

1100 H St NW Washington DC 20005

Office hours: Monday - Friday, 8:00AM to 4:00PM. Directions: The H St office is at the corner of 11th St and H St NW; the closest Metro stop is Metro Center

A drop box is set at the new location and the night deposit box at 101 Constitution Ave remains

Accepts cash, checks, money orders

3101 Martin Luther King Ave, SE, Washington, DC

Accepts checks, money orders only. No cash payments

Open Monday to Friday, 8:00am to 4:00pm EST

Drop box (night deposit box) is accessible 24/7

1800 N Market St Frederick, MD 21701

Accepts cash, checks, money orders

Open Monday to Friday, 8:00am to 4:00pm EST

Drop box (night deposit box) is accessible 24/7

350 Hillandale Lane, Winchester, VA 22602

Office hours: Monday - Friday, 8:00AM to 4:00PM EST

This additional walk-in office accepts cash, check and money order

A night deposit box is also located at this office where customers can drop their check or money order payments

In Person (Walk-in Payment Provider)

Washington Gas has contracted with Global Express Money Orders, Inc (Global Express) to provide authorized alternative payment locations for customers to pay their Washington Gas bills.

Global Express accepts cash payments at 297 authorized payment locations in Washington DC, Maryland, and Virginia

These locations accept both residential and commercial gas account payments

Customers may avoid paying the convenience fee ($1.50) by making payments at any of the 14 “fee free” locations

Customers may call Global Express at ###-###-#### for locations other than the 14 "fee free" locations

Western Union Quick Collect

Western Union is a quick money transfer service that is available to Washington Gas customers. The customer makes a cash payment to Western Union who issues a check to Washington Gas. The customer is given a copy of the completed form (blue) which includes a Money Transfer Control Number (MTCN). This ten digit MTCN is proof that money has been sent and can be used to track the transaction.

Customers making payments at Western Union should do the following:

Ask for the Quick Collect service which uses a blue form

Make the payment payable to Washington Gas

Include their Washington Gas account number and GAS DC for the code on the form

Keep their copy of the form and refer to the MTCN as proof of payment

Check Cashing Vendor such as Moneygram or at a Convenience Store

Payments made at these locations may take several days to reach Washington Gas

These locations are not considered to be a WG qualified payment location which means that we are unable to verify these payments prior to them posting on the account

Therefore we cannot complete service orders and/or prevent credit action until the payment(s) actually post to 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: When I first signed service with Washington Gas, I was told to deposit $250.00. I was also told that this deposit was refundable upon terminating service. I terminated my service on 9/28/2012. I have yet to receive a refund of my deposit despite numerous calls, emails, and complaints.Desired Settlement: I would like my deposit back.

Business

Response:

Review: I have been residing at [redacted] MD, [redacted] since December 2013. Washington Gas has failed to send me a bill to the service address. My bill has been going to [redacted], MD [redacted]. I do not know anyone at that address. Since, they could not get this information correct I selected a third party supplier. However, I would pay the bill if I received a bill at this address.

On 7/16/2014, my service was interrupted. I felt that it was part my fault and part there fault because of their error in my address and I had alerted them months ago. The agent told me that I did not need a bill I could go online. They did not accept any responsiblity and told me that I would have to pay the full bill in order to get my services back.

I am not saying that I do not owe them, but I should have rights they made a mistake and did not correct. If I would have seen a bill, I would have known my services would be interrupted. Please help me in this matterDesired Settlement: My desired outcome is for Washington Gas to accept responsibilty if they have incorrect information in their system and it has been made known to them. They should bear some responsibility to help the customer. I was asking them if I could pay a portion to get my service restored and pay the rest at a later date due to their billing error of not correcting my address.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151July 23, 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 hearing your concern and comments; this will greatly help Washington Gas provide a much higher level of customer service.

As we look into the customer’s case, based on the notes dated 07/22/2014. Customer spoke to one of our supervisors who were able to provide the desired outcome / settlement for a payment arrangement to reconnect the service.

Nonetheless concern raised will be further look into to avoid cases like this in the future.

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

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

Sincerely,

John D[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: I would like a payment arrangement type deal because the bills were going to incorrect address. I need to be allowed more time to pay my bill. Please see schedule below.7/31/2014 419.33- to reconnect8/15/2014 419.338/30/14 419.33

Regards,

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.

The customer’s proposal on the payment to have the service restored was considered. The customer was contacted and informed to make the payment to have the property scheduled for reconnection.

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

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

Sincerely,

William S[redacted]

Specialist

Consumer Relations

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. The payment schedule was set for $420 reconnect, $419.33 8/15, and $419.33 8/31.

Regards,

Review: I signed up for budget billing with Washington Gas. Not knowing that at the end of the budget billing I would receive a $1000 plus bill. My gas was cut off on September the 4th to with no notification. I was under the impression that my boiler or water heater went out due to the cold water and stove not working, however, after I called Washington gas on 9/11/14, I was informed that I was disconnected and it would cost me $1100 dollars to have my service restored. I mentioned to the representative Maria at number 93812, that if I had $1100 dollars I wouldn't have signed up for budget billing. Maria indicated that I missed my May, June and July payment of $145. However, I double paid in two previous months the $145 which I thought would credit to the next month.Desired Settlement: I would like my bill to be audited to make sure that I owe $1100 dollars to Washington gas. I have my bill that is dated September the 4th with no "disconnection indication on it" informing me that I have until September the 24th to pay my bill. However, this is not the case since I have already been disconnected. I would like to receive itemized bills for May, June, July, August and September of 2014 indicating my current usage and charges. The bill I have in front of my indicates that my current charges are $21.48 however Washington Gas is informing me that I owe $1100. I don't understand and need clarification.

Business

Response:

September 15, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.Thank you for the opportunity for Washington Gas to provide answers towards customer’s complaint. As indicated on the statement of the problem, we came up with the answers based on the facts available.Customer’s budget plan was removed on July 2014 automatically by the system due to 2 months of arrears reaching up to the 3rd month. Customer did not reach the 12 months full cycle due to the reason above.Bill Date 07/07/2014 and 08/05/2014 both has a Discontinuance Notice. The balance customer needs to settle is indicated on the bill to avoid service interruption. Unfortunately the payment customer made amounting to $100.00 which posted her account dated 08/19/2014 is not sufficient to stop the interruption that occurred 09/04/2014.Missed Payments for Bill Date 05/06/2014 06/05/2014 07/07/2014 – Customer was removed from the Budget Plan due to consecutive late payments, Discontinuance Notice is also visible on this statement.We will mail customer copy the statements, breakdown of the Gas usage, Payment History for the customer to review.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 recently received my second $500+ gas bill in 3 months. After a month of trying to resolve my billing issue from April where I was charged $512.52 on the 4/23 and then charged $127 on 4/28 I thought a resolution had been reach by way of a bill credit on May bill. After the charges for May I was left with about $200 worth of credit on my bill. I received my June bill and to my dismay I now owed $554.59. After looking at my bill I noticed the previous meter reading was listed as2/3/14. This made no sense since I had just paid for April and was credited in May. Both bill listed more current meter readings that 2/3/2014. I called Washington Gas and spoke to [redacted] who after trying to tell me the bill was correct transferred me to Angela. Angela initially told me that I had a $200 credit like my May bill stated but when I questioned her about the $554.59 bill she told me it was to make up for charges I wasn’t charged in the past. When I questioned her about how that didn’t make sense seeing as how I just paid my bill she just repeated “it is a legitimate charge.” When I reminded her that she just told me that I had a credit she told me “it is a legitimate charge.” After further pressing the issue she told me that the computer systems we malfunctioning and that I needed to call back in an hour. Never in my previous dealing had I been told that I had been incorrectly charged nor was there any attempt on my bill to educate me on why my new bill was so high. I am still trying to understand why I should have to pay what is now amounting to over $1100 for 5 months’ worth of gas when my bill has never been close to that high. I have repeatedly spoken with representative over the phone who have all told me something different. No one has been able to give me a clear answer. Thank you for time and any assistance you can provide.Desired Settlement: I would like a manager with a clear understanding of my case to explain to me my current bill and assure me that next month I won't have anoter $500+ because "they didn't charge me properly."

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

June 26, 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.

An adjustment was made where bills were cancelled and rebilled using the rate of the Supplier for the usage from 1/31/14 to 2/03/14 and bill the usage from 2/3/14 to 6/2/14 using the rate of the Purchase Gas Cost. The payments that were made to the account for $512.51 and $127.00 were credited to the account. The recent payment made by the customer for $345.58 brought the balance down to zero for the usage until 6/2/14. We apologize for any confusion brought by the billing adjustment made to 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: Last year from about Aug. or Sept. 2013 I received bills from Washington gas with an amount due of $5-10. Knowing something was wrong, since I'm on a bill payment plan, I called Washington gas to inquire about my bill. I was told that that's the amount due and just keep my receipt. I ask could I pay my normal amount which was $141 at the time. The rep told me I can only pay over $5, I said ok and that was the end of the conversation. In Jan of this year I received a bill with a past due amount of $660.00 that was from the months that I was billed $5-10. This is crazy!! I called Washington Gas immediately to get this resolved. The first rep I spoke with told me it was a problem with the system and I wasn't the only person calling regarding this. She then told me there was nothing they can do. I asked to speak to someone over her. She then transfer me to a manager he once again told me that it was a problem with the system and the customer is still responsible for the bill. He then told me that the bill can be split it to 3 payments of $220 for the next 3 months or a $100 over the next year. but the 660.00 has to be paid. How can this be possible, he said there was nothing he can do. As a customer I don't understand how a company can make such a billing error and still have the customer be responsible for the bill. I have paid two out of the three $220.00 installments. Please help I don't think a customer can be responsible for such an error, you only pay what you are billed.Desired Settlement: I believe that I should be refunded the amount I have paid since I do not make the bill. I'm sent a bill that I pay monthly.

Business

Response:

6801 Industrial RoadSpringfield, 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 budget installment was based on the history of the gas usage of the address, taking into account factors that may contribute to potential increase or decrease in the usage. The budget amount was set so that by the end of the budget season the total gas used would be almost equal to total amount paid, as whatever dollar difference would still be billed to the customer as part of the programs policy. The Budget installment amount was adjusted $10.00 on the 7th installment in the program on the 8/20/13 invoice. We apologize to the customer for the inconvenience that the budget installment amount was set in such that the debit balance when the budget season ended was not minimized. The debit balance by default is deferred to 3 months; however the payment arrangement is open to be set for more that the preset months if the customer makes the request.

For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.

Sincerely,

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: Every year since I have been on the budget plan I've never had this problem before. I have paid my bill for the hole year and then and only then was my bill credit for whatever amount of money I paid over . I have called Washington gas more than three times left messages, today is the only day I have received a call back. When speaking to a customer representative I was once told again that is was a SYSTEM ERROR and the only thing that they can do is credit my account fifty dollars. As a customer who has to pay$ 660 do to a system error on Washington Gas part is not fair nor is it a reasonable out come to this very stressful problem. This so called over due balance has put my family through a financial strain and stress. I'm asking for help not only for me but for other that maybe battling this same problem. I know that I'm just a small fish in a very large pond (Washington Gas) I just want some type of justice.

Regards,

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.

On the 12th month on the Budget billing program the account goes to a settlement, if the usage is less that the total paid budget bills, the account would have a credit. This is how the budget ended on the last season prior to the season in dispute. On the disputed budget season the usage was more that the total billed amount. The budget installment amount was lowered to $10 when the review was made on the 7th installment as the total paid to date at that time was almost break even from what was gas used to date and has stayed at $10.00 installment up to the end of the budget season. Since November, December and January was a winter usage this brought the difference between the total used to date and total paid to date to have huge gap (debit balance). The debit balance represents the unpaid gas usage of the account after the settlement. The debit balance after the settlement was automatically set up to be paid in installments for three months and can be spread into more installments if the customer would make a request.

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

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

Sincerely,

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 Morning,

Review: To whom it may concern,

My name is [redacted] and my family has been loyal customers of Washington Gas for over 60 years now! My aunt which is 80 years old recently had her account information changed because of fraud. She was unaware that her check card being changed also affected her check book checks; so she paid with a old check from her previous account instead. On March 3, 2014 I received a letter from Washington Gas stating that my gas account had been charged $200 and in addition a returned item charge of $9.00. I later contacted Washington Gas and spoke with a customer service representative about the matter and she was suppose to email me a copy of the returned check to see if if was the banks error or Washington Gas. Over three weeks past and I never received an email with a copy of the returned check or letter in regards to the issue we were suppose to look into. On April 4, 2014 my gas is cut off and I never received notice or anything. I called Washington Gas and received the worst customer service I have ever received in my whole life. I Never received a call back from the manager as promised or anything! I'm filing this complaint because Washington Gas has abusive and unethcial collection practices and they failed to respond to phone call or written request for assistance or support.This was the first time in 60 years my family has had something like this happen and this is the way they treat a loyal customer. Where is the justice for the many customers who is unwillfully bound by a company because there are no other Gas companies in the area to even have a choice to be or not to be with such a unethical and abusive company?Desired Settlement: A customer should never be charged $209 for a returned check they should just be charged what the bank charged which is usualy $35. Customers should also be able to trust what the representative say and get the proper customer service.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

May 20, 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 payment for $200.00 was returned because the checking account used for the payment was closed when it was submitted to the bank by Washington Gas. Since the payment was not successfully deducted from the customer checking account, the $200.00 charge was billed back to the account along with a returned check fee for $9.00. The returned payment added to the outstanding balance of the account which resulted to the account getting subjected to collection action. We apologize for the inconvenience that the termination of service has brought to 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've been waiting for 2 days after moving to DC area to get Washington gas to turn on my gas. I can't take shower, cook, do laundry and many other things. No family in area to go to use their shower. Promised times washington gas was to be here was yesterday 8/6 from 7am-5pm called Washington gas many times and they said they were on their way and they had until 12am to get to that customer same day. So I moved all day waiting for them 7am - 12am no one show up as promised from supervisor mark, called this morning and same things wait for them today from 7am-5pm I need to shower and eat!!!Desired Settlement: I want to be able to get service Now not days later.

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: I called Washington gas 5 times that day and the last time that night they told me that they might not show up to the property until 12:00am which I stayed up for. No employee of Washington gas showed their face at my property all night so they are lieing about not being able to accessing the property. No employee called me letting me know that they were at the property like they did when they came the next day when I called again to telling no one showed to the property on that appointment day. If they schedule an appointment with a customer they have to show up that day per the supervisor I spoke to many times that day. This company is being not true fully and that is what is making me so angry!!!

I for a fact was there 7am-12am waiting for them because I can't cook without gas nor take a shower for 3 days, but they don't care about their consumers needs. All they could do was waive to starter fee for me, but magically the next day they could expedite the order and they came right out to the property, and they called letting me know they were coming to the property, that's how I know for a fact that they were lieing because they never called me the night or day before.

Regards,

Business

Response:

See Attachment

Review: Moving out of apartment. On 3/15 scheduled gas shut off for 3/29. Online system said that account could be closed w/ an estimated reading.

Come 3/29, WashGas does not turn off the gas, continues to charge me. Never notifies me that the account was never closed.

4/22, upon receipt of bill, called to check on service. WasGas claimed that they could not shutoff service, contrary to their online system. When I pointed out their error, they insisted that I needed to send them proof that I'd moved out (but it wasn't required before?). No such proof exists, other than my new gas account w/ them at my new residence. Asked to speak to manager, was never connected.

4/23 called again, now to fix their mistake they want the landlord to call and confirm that I had moved out and he would take over the gas. He did so. Believed the issue closed, but saw another bill 5/3, including late charges. Called 5/7 to confirm account was closed. It had been, but the charges were still being applied. When asked why, they once again insisted on non-existant documentation to prove I'd moved out, even though they'd spoken to landlord. Requested to speak to manager, still not connected.Desired Settlement: Willing to pay for the week of gas I'd actually used, approx $26. Want the remaining $50+ redacted from bill.

Would also like to see customer reps trained, and policies across online/phone/in-person made consistent and rational.

Business

Response:

See Attachment

Review: I have been trying to get Washington gas to respond for months. They said they were going to adjust my bill bc my meter was broken and now no one will call me back to tell me how it will be adjusted. I am trying to pay the corrected amount but no one will return my calls.Desired Settlement: Bill will be adjusted and I can settle up my account. Right now I have paid a lot more than I should,Mohave been charged and I would like to know how they are going to settle me account. Since I was overpaying for more than six months I should not have a balance with Washington Gas

Business

Response:

I have just heard from our Accounting group that we had a new complaint for an account [redacted] for customer [redacted] at [redacted]. The meter was tested here and found actually to be in within tolerance of being acceptable, but an allowance was computed as if it were to be a fast meter. In attempting to provide some credit to the customer , the representatives calculations provided for a $9.97 credit that was given. Apparently customer has replied to the Revdex.com in a rebuttal. It was important to Washington Gas that the Revdex.com was advised the credit that was provided is the most that can be given for this customer and additional credit cannot be provided in the second rebuttal. Many thanks to the Revdex.com in helping us with our customers. [redacted]

Review: My name is [redacted] @ [redacted] md, and I am writing to complain about an adjusted bill that I received in the mail. I was told due to my meter being bad, an adjusted bill was created from October 2013 to April 2014. In the bill it was stated I owed over $1,300. I however dispute these charges and tried several times to contact customer service to have them explain how they came up with the $1,300 figure but no one could really help me. I have been given different answers to my question and recently told that the amount was an estimate and not accurate charges, because no one knows what the accurate charges should be, since the meter was broken. I have explained several times, that I was out of the country from January to March of 2014, so its impossible for me to have accumulated such a bill. Since the charges are an estimate of average consumer charges it is unfair to hold me to this amount, cause my usage was not average. 3 out of the 6 months I wasn't even in the home to use these charges. I am away of the country during cold months.

I have been told that the accounting department / computer makes these decisions and no one in customer service can help resolve this issue. Customer service has been terrible I have been hung up on, placed on hold for over 45mins and no one returning on the phone, lied to.. e.t.c. I also spoke with Abby id # [redacted] who was the most helpful supervisor I spoke to. She stated the best thing she could do was a 20% discount on the bill, but I believe more can be done. Cause these are charges I do not owe. I need help in having my charges recalculate. Please help.Desired Settlement: I would like for my bill to be recalculated, I understand that the company might not have information on my actual readings, and I would hence ask them to compute the charges using my current readings also taking into account that I was out of town for 3months in the 6 months period they are charging me for. I would like a call back on ###-###-####. Thanks

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

September 11, 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 first want to apologize if it took some time for Washington Gas to change the meter and bill the customer accurately based on actual usage.

Customer and I had a conversation regarding the information we used to do the estimation, as we agreed on, we will email the customer her billing history that includes the Actual usage every month before the meter stop getting their actual usage, with this information customer will have a much better understanding what are their usage before the meter cease registering usage.

We also gave the customer a direct number for the Escalation Team for the customer to contact once done reviewing the documents for her decision towards concern raised.

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

Regards,

Consumer

Response:

Hello,

My bills had been missed up due to their system upgrade. I've called them 40+ times in the past 3 months and no can make sense out of the 20 bills I received. It was very hard to understand the representatives accent each time. When my calls got transferred to the supervisor, most of the time it went to their voice mail. When they do call me back, it is always right before they leave for the day at around 5:30. As every busy mom knows, I'm always either on my way to pick up kids or cook dinner, so I can't have all the bills lay out in front of me to do the deep investigation. Anyway, after paying for over$1784 in total for this years Gas bills, I'm asked to pay $218 more and they can't explain to me where the charge came from. Their website is down or slow everytime when I log in to view my bills and the customer service doesn't seem care about the fact that I've called them for so many times. If there is another gas company I can go with, I would, without a doubt.