Washington Gas

May 12, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.In response to the customer’s query regarding information being provided to the Third Party SupplierTo Foster a more competitive energy environment that can benefit customers, state regulations allow Washington Gas and other utilities to provide certain customer information to licensed competitive energy suppliersFor inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, John D.SpecialistConsumer Relations

From: Siobhan R***< [redacted] @washgas.com>Date: Wed, Dec 3, at 3:PMSubject: [redacted] ***To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Good afternoon [redacted] ,Call Center representatives utilize a customer's social security number to open a new account for identification verification because photo identification cannot be determined over the phone.I spoke to the customer via phone and was successfully able to start his account using the information from his previous accountThe representative involved has been coached on this process when a customer prefers to (not) give their social security number over the phone.The service initiation fee of $was not charged to the customer's account.I offer my sincerest apology on behalf of the company for the quality of service [redacted] received.SBonnie R***

Attention: [redacted] Re: [redacted] ID# Case id # [redacted] Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.As response, we’ve contacted the customer and discussed to them few matters about Energy Assistance, payment arrangement, and the security deposit requirement.We’re happy to say that we were able to arrive at a fair and equitable agreement regarding the desired settlementWe also advised her to call on 09/24/to make a 50% payment towards the gas bill for the remaining balance to put into payment arrangement.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, Daniel *A [redacted] SpecialistConsumer Relations

It looks like I'm just joining the ranks of all the other unsatisfied to irate customers of Washington GasAs "many" customers (and even Customer Service Rep) have already stated Washington Gas' online (e-service) is a joke I've been a customer for just over a year now, and I've had to "call in" about nine times because the site was not workingSometimes trying a different browser and/or going in "back door" (using the login link through the Help page, rather than the Menu) have worked, but not even those work-arounds are workingSeveral people have suggested Washington Gas keeps it's online service broken to scam customers via automated billingI'm inclined to believe this as I see no other reason why a company would continue such atrocious (lack of) service

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and while I still find this answer less than satisfactory, I'm moving on! Regards, [redacted]

Industrial Road Springfield, Virginia May 12, Revdex.com K Street NW, 10th Floor Washington DC 20005- Attention: *** [redacted] Re: [redacted] ID# [redacted] Dear ** [redacted] : The inquiry regarding the above referenced customer was forwarded to my office for review The request of the customer to have the address be excluded for any promotional or marketing campaign by Washington Gas was sent for processingWe apologize if this has caused you any inconvenience For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-#### Thank you for the opportunity to review this matter for you Sincerely, [redacted] Specialist Consumer Relations

Industrial RoadSpringfield, Virginia 22151December 1, 2015Revdex.comK Street NW, 10th FloorWashington DC 20005-3404Attention: [redacted] Re: [redacted] ID# Case id # [redacted] Dear [redacted] : The inquiry regarding the above referenced customer was forwarded to my office for review.We made contact to the customer and left message regarding the adjustment (in-progress) to close or finalize their account as of 11/21/2015.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, Daniel *A [redacted] SpecialistConsumer Relations

March 18, Dear [redacted] :We thank you for the opportunity to respond towards concern raised.The customer had an account with Washington Gas when the customer resided in Virginia in and review showed that the customer has already settled the final balance of the accountWe want to apologize to the customer for the inconvenience this may have causedThe customer’s email address was deleted and we assure that there would be no further notifications that will be made to the customerThe customer can reach us thru our customer service hotline at [redacted] .Thank you for the opportunity to review this matter for you.Sincerely, William SSpecialistConsumer Relations

Industrial Road Springfield, Virginia March 14, Revdex.com K Street NW, 10th Floor Washington DC 20005- Attention: [redacted] #000000;">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 WebsiteWe 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 [redacted] of $applies to every $payment made with credit or debit cardsThe service fee is applicable to DC customers onlySee 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.OBox 37747, Philadelphia, PA By Drop Box (Night Deposit Box) Washington DC Constitution Ave, NW, Washington, DC H St NW Washington DC Martin Luther King Ave, SE, Washington, DC Maryland Forestville Rd, Forestville, MD N Market St Frederick, MD Virginia Industrial Rd, Springfield, VA Hillandale Lane, Winchester, VA Overnight payments via Fedex, Ups, courier service: send to Washington Gas, Cabot Blvd., West Lockbox #37747, Langhorne, PA In Person (Walk –in Office) H St NW Washington DC Office hours: Monday - Friday, 8:00AM to 4:00PMDirections: 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 Constitution Ave remains Accepts cash, checks, money orders 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/ N Market St Frederick, MD Accepts cash, checks, money orders Open Monday to Friday, 8:00am to 4:00pm EST Drop box (night deposit box) is accessible 24/ Hillandale Lane, Winchester, VA Office hours: Monday - Friday, 8:00AM to 4:00PM EST This additional waoffice 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 (WaPayment 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 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 “fee free” locations Customers may call Global Express at ###-###-#### for locations other than the "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, [redacted] Specialist Consumer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Nothing was done to assist meThe representative who contacted me provided me with my average usage from 2009/As I indicated to him, the figure he provided is not a correct indication of my usage for because I live alone nowMy son and his family were with me in 2009/so my bills might have been higher thenI also was not in the country for out of the months they are estimating my bill forSo I still feel like the $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 faultIts not my fault that the meter wasn't working for so longI should not be penalized for itAll 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 months period they are wanting to bill me for Regards, [redacted]

[redacted] March 10, Revdex.com K Street NW, 10th Floor Washington DC 20005- Attention: [redacted] Re: [redacted] ID# [redacted] Dear ** [redacted] : The inquiry regarding the above referenced customer was forwarded to my office for review The account was closed on 11/01/as requested by the customer and final bill was mailed on 11/04/The balance is for the usage from 10/17/to 11/01/The last payment received on the account on when the final bill was mailed covered the usage from 09/18/to 10/17/The payment of $posted on the account on 02/06/The remaining balance which was incurred due to late payment was removed For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-#### Thank you for the opportunity to review this matter for you Sincerely, [redacted] Specialist Consumer Relations

Industrial Road Springfield, Virginia 22151April 11, Revdex.com K Street NW, 10th Floor Washington DC 20005- Attention: [redacted] Re: [redacted] ID# [redacted] Dear ** [redacted] : The inquiry regarding the above referenced customer was forwarded to my office for review On March 10, one of the Supervisors from Customer Service reached out to the customer and made adjustment on the final billComputation of the index for the usage was made by means of proration based on the last actual reading taken on 2/5/and the reading taken by the customer on 3/8/Customer agreed when advised that a corrected final bill will be made for the adjusted usage from cubic feet to cubic feet using the index For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-#### Thank you for the opportunity to review this matter for you Sincerely, [redacted] Specialist Consumer Relations

June 5, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We called the customer today and have agreed upon fair and equitable settlement.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, Daniel A [redacted] SpecialistConsumer Relations

Industrial Road Springfield, Virginia March 4, Revdex.com K Street NW, 10th Floor Washington DC 20005- Attention: [redacted] #000000;">Re: [redacted] ID# [redacted] Dear ** [redacted] : The inquiry regarding the above referenced customer was forwarded to my office for review The [redacted] address that the customer complaint of being billed under his name was not provided in the caseAttempts were made to contact customer using phone number that was provided by customer on the caseEmail was sent to the customer on 2/20/to advise customer to call the Washington Gas so that issue can be resolved For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-#### Thank you for the opportunity to review this matter for you Sincerely, [redacted] Specialist Consumer Relations

April 30, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.Washington Gas offers an array of schedule appointment, we offer shorter appointment timeframe but with a limited numbers which is based on the available technician on the field Other than a whole day appointment, we have a hours and hours window which is subject to availability.We made contact to the customer and informed the process and guidelines regarding our schedule and appointmentWe also discussed the waiving of the Service Initiation Fee due to the inconvenience as a onetime courtesy.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, John DSpecialistConsumer Relations

Washington Gas abuses their monopoly in the DC areaWhen you call them, they're friendly, but that's the only positive about this companyTheir policies are terrible, they're not good at resolving issues, and because they know you don't have any other choices, they are very laid back with the level of service they provideLong story short, they have this policy that you have to give them access inside to shut off gas - I moved out and my landlord wouldn't grant me access to the unit, nor would he drive from MD to DC to meet a technician thereWG wouldn't cancel the account, so I ended up being billed for three more weekstwo of which was my landlord doing work on the house and another was, apparently, a week's worth of gas to the new tenants

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I am not satisfied with the failed attempt of Washington Gas to resolve this issueI am requesting that my account be returned to a zero balance and that I get monthly bills for the actual amount of gas used and opt out of the budget plan.Regards, [redacted]

January 8, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We apologize to the customer for the inconvenience brought by the account getting referred to a collection agencyThe account balance was already settled when it was referred for collection in errorIt was confirmed with the collection agency that the payment made by the customer has been reversed and will be refunded back to the customer’s bank accountWe ask to please allow 3-business days to process the credit.Thank you for the opportunity to review this matter for you.Sincerely, William SSpecialistConsumer Relations

The account has been placed in the tenants nameAn order can be placed to restore service if an adult can be home to provide access to the technician

Good morning ** [redacted] , # I am writing you this morning because I would like to have my case that I opened with Washington Gas ( [redacted] ) resolved Washington Gas reached out to me and corrected the problem I am satisfied with the results Thank you for your helpRegards, [redacted]