Washington Gas

November 19, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.As it was clearly stated by the customer that they bought the house on 02/14/and called late to san account to start on 05/05/We have browsed through the calls received for the property; the amount of $was charged on [redacted] ’s bill due to the fact that the gas was already on by the time they took possesion of the property and because of a dispute sent to our office by [redacted] , the previous ownerUnfortunately, the call the customer made on 04/25/to san account never had any discussion as to when the customer took responsibility of the property that could have avoided this issue The customer spoke to Supervisor June and was advised that we cannot provide that customer a breakdown for the charge since it was backdated and was advised that we can only provide details for the usage that the period covered [redacted] was already sent a letter with the details of the usage which is shown on the table below.Net Billing Transcript Billing Date Index CCFs Used Net Billing Bill Type06/02/ Bill04/02/ Bill 03/04/ Bill 02/03/ Bill 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, Isaiah S.SpecialistConsumer Relations

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’d like to inform you that the customer’s demand has been fully met on August 24thIn addition, a confirmation letter of this action was sent via email on the 1st of September, 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

Industrial Road Springfield, Virginia August 14, 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 We want to apologize for inconvenience since the customer failed to receive the letter of notification regarding the payment that was returned, it is a process on Washington Gas to notify customers thru letter if a payment made got returned, I will also bring this up to our team the option to contact the customer in the future other than sending a letter We also understand the customer’s intention to get a copy of the call recordingThe process to go by the customer’s request is to first file a subpoena thru court regarding the recording customer wishes to hear 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

Industrial Road Springfield, Virginia March 14, 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 to cancel account was processed in the Washington Gas websiteThe forwarding address for the final bill and refund was not supplied when the request was submitted reason the final bill and the credit refund was sent out to the service address of the accountOriginal refund check was made on 11/21/and for days remained outstandingAnother check was made for the refund on 02/21/and processed to be sent to the customers new address For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-#### Thank you for the opportunity to review this matter for you Sincerely, [redacted] Specialist Consumer Relations

I am signed up for ebill and have not received an email with the billing information since 2015! I have to call every month and ask them when will this be resolved It is unbelievable that they can not resolve this issue I would never recommend this company to anyone

Industrial Road Springfield, Virginia May 2, 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 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 creditThis is how the budget ended on the last season prior to the season in disputeOn the disputed budget season the usage was more that the total billed amountThe budget installment amount was lowered to $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 $installment up to the end of the budget seasonSince 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 settlementThe debit balance after the settlement was automatically set up to be paid in installments for three months and can be spread into more installments if the customer would make a request For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-#### Thank you for the opportunity to review this matter for you Sincerely, [redacted] Specialist Consumer Relations

Industrial Road Springfield, Virginia May 2, 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 Washington Gas prioritize the safety of all the customers, an emergency dispatch is available 24/to take all reports of gas leak and make sure that the leak is attendedWhen a customer reports a gas leak, a technician/ crew is sent out to make sure that the leak is made safeThe emergency dispatcher was unable to find the order for the gas leak since the customer cannot tell which address reported the leakThis is the same reason the customer representative cannot find the gas leak report when the customer called the Customer Service HotlineThe Gas leak status is available at the address that reported the leakThe full detail of the gas leak can be provided to the customer as the report stated that the customers address was also included in the incident For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-#### Thank you for the opportunity to review this matter for you Sincerely, [redacted] Specialist Consumer Relations

April 20, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We would first like to apologize for the inconvenienceAs of this writing, customer’s closed Washington Gas account has zero balanceThis response also serves as a confirmation of the customer’s desired settlement or outcome.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

December 19, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.Thank you for the opportunity for us to explain in details what occurred on the customer’s accountUpon investigation, the old account number of the customer which is [redacted] was closed due to a request for a new service online dated 06/30/2014, it was a request made by the customer himself using an email address [redacted] Since a new account was generated, it automatically closed the old oneCustomer’s payments made on the old closed account was processed for refund to be mailed at their service address.Customer’s credit score was not affected by this occurrence Kindly also advise the customer of their new Washington Gas account number which is [redacted] Moving forward payment should be made on this account.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, John DSpecialistConsumer Relations

February 25, 2015Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.Thank You for the opportunity to review and provide resolution to our customer’s concernChanges we’re made to correct the mailing address of the billing statement as of bill date 10/13/and as of 02/19/the Secondary account holder [redacted] assumes full responsibility of the service as the primary account holder, removing [redacted] on the account.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, John DSpecialistConsumer Relations

Industrial Road Springfield, Virginia July 8, 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 Upon careful review/investigation on the complaint regarding the High Bill due to a gas leakWashington Gas was able to verify that based on technicians finding dated 04/28/The leak described in the technicians note was from a washer missing on the outlet swivelGas amounts possibly lost here were too insignificant to be measuredThe burner on the hot water heater was found to have issues resulting in the appliance being tagged and left offThis inefficiency could have contributed to more gas being used than actually required when the burner was working effectivelyOther Reasons behind the High Bill that exceeded the $customer mentioned on his statement can be explained on the dates / period where the usage has gone upThis is the winter season months and besides that DC has encountered some series of snow storm that can also contribute high gas usage of the appliance/s due to weather conditions 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

I glanced at the customers account, I can see it was taken off of the budget plan as requested in JuneThere should have been another bill provided as well for July showing the customer that the adjustment had taken placeI hope this is found helpful [redacted] Washington Gas

January 8, 2015Dear [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

October 27, 2014Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for reviewCustomer and I spoke dated 10/24/where I explained the bill breakdown of the latest statementCustomer was able to understand that the large portion is the deposit that was assessed since the gas was previously turned off and that the deposit was not requested when the payment for reconnection is made.Both parties agreed to waive it as a onetime courtesy and that customer will keep the bills paid on time to avoid possible deposit request in the futureFor 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 youSincerely, John D Specialist Consumer Relations

April 7, 2015Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We fully understand the customer’s desire to have the service restored but due to the following reasons below, we are unable to give what the customer’s desired outcome.On 10/07/customer’s gas service was turned off due to non-paymentCustomer called and requested for a payment arrangement to reconnect the serviceService was reconnected on 10/16/Reconnection Fee was charged on the next bill.Dated 04/09/customer called to request for a payment arrangement on the balance owedWe advised them to make a payment of $on 04/12/to setup months arrangement on the remaining balance, but customer did not make a payment or call regarding the arrangement.From December up until 06/11/no payment was made on the account which resulted for the service to be turned offCustomer again requested for a payment arrangement to reconnect the service on 06/11/which Washington Gas allowed, advising customer to pay $We allowed the arrangement even though payment was postdated for days (due to be taken out on 06/30/2014) Service was restored 06/12/2014.The payment made on 06/11/ amounting to $which reconnected the service on 06/12/returned with return reason code – Account FrozenThe service was then again turned off dated 08/07/due to the payment that returned.Since the gas was turned off dated 08/07/2014, the meter reading should remain as is from the date it was turned offWG has monitored changes on the meter readings which generated the OCCUPANT account, meaning Gas service was turned on by someone other than Washington Gas personnel without notification to the companyWith the information provided that occurred on the customer’s account we would need the customer to settle the balance for the accounts belowCustomer would still need to settle reconnection fee and deposit on top of the gas balancePlease be advised that reconnection fee and deposit is not included on the figures listed below [redacted] - $balance owed when customer’s account was turned off dated 08/07/[redacted] - $balance owed up until 03/13/which the disconnect date of the occupant account(Customer resides on the property within the occupant period).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

April 24, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We made contact to the customer to discuss the call she’s been receivingWith the information customer provided, these calls are more likely the third party suppliers marketing their product (commodity) claiming to be Washington Gas (cannot be confirmed)Unfortunately all the Phone numbers she received those calls from are no longer active.WG no longer provides service to the customer since 09/30/which gives WG no reason to call the customerWe also checked with Collection team if they are making attempts to contact the customer for any balance unpaid, no records came upFor 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

The inquiry regarding the above referenced customer was forwarded to my office for review.We made contact to the assigned personnel of Washington GasThey are currently on the process of investigation and communication with the Contractor who made the error.Please allow sufficient time for them to provide feedback to the customer’s concern and desired settlementCustomer will receive communication from our investigating team working on her case.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, John D***SpecialistConsumer Relations

April 20, 2015Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.First and foremost the meter is not defective. The ERT (Encoder Receiver Transmitter) device used to remotely read the meter is what needed to be inspected since it is not... providing an actual reading (estimated reading).We made multiple attempts to make contact, informing customer of what needs to be accomplished due to the Consecutive Estimated Reading. In two different occasions, our technician came out but failed to complete the task since nobody is home. Washington Gas did not fail to educate and inform customer by mailing the letters and calling the customer on our efforts to have the meter inspected. Customer should have contacted the property management for an appointment date where they can provide access to the meter. This also includes access to the premise/property of the customer which he/she can provide.Unfortunately Washington Gas cannot meet the customer’s desired settlement and or outcome. We are billing customer based on what he/she have consumed within the period of tenancy. The Final Bill is based on an actual read which caused the catch up bill due to consecutive estimated reading.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

Industrial Road Springfield, Virginia July 29, Revdex.com K Street NW, 10th Floor Washington DC 20005- #000000;">Attention: [redacted] Re: [redacted] ID# [redacted] Dear [redacted] : The inquiry regarding the above referenced customer was forwarded to my office for review We apologize for the inconvenience and poor customer relations experience that the incident has brought to the customerThe Field Collector’s Supervisor has been notified to validate the reported behavior and infraction on the work attire of the employee that went to the customer’s address on 7/21/Our field collectors accept cash, personal checks (as long as there are no returned checks on the account) and money orders from our customers to avoid disconnecting the service For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-#### Thank you for the opportunity to review this matter for you Sincerely, William S [redacted] Specialist Consumer Relations

June 5, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.The customer was assisted by the Escalations line on June 1, Furthermore, we called the customer today to make sure that the desired settlement / outcome has been met.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 ASpecialistConsumer Relations