Washington Gas

Industrial Road Springfield, Virginia July 29, 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 appreciate the time and effort for bringing up your experience towards our customer supportFirstly we would like to apologize for the inconvenience we have brought to you and we will surely look into your case and make necessary actions As we reviewed your account, gas was turned off even though there was information given that payment is not due until august after $payment dated 06/23/is made to cover the previous payment of $dated 05/22/for reconnection that returned due to insufficient funds Nonetheless as we listened to the recordings, there is a lapse on the customer support in failing to educate the customer on the balance owed and its due date which resulted to the service being turned offDue to the facts that presents, WG made the necessary actions to provide coaching opportunity to the customer support agent involvedReconnection Fee was not charged to the customer as we verified to the Manager Customer spoke to dated 07/22/ 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

December 19, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We made contact to the customer to get more details regarding the outbound collection calls she’s been receiving since the information provided on the case filed is not sufficientCustomer informed that Washington Gas personnel from Virginia Office made contact and was able to provide resolution.Customer has not received a collection call since then.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

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

Attached is a copy of the response sent 3/20/15: The inquiry regarding the above referenced customer was forwarded to my office for review.We appreciate the time and effort in making Washington Gas aware of such incidentWe would also like to apologize for the inconvenience.Upon review of the case filedWashington Gas received a notification from the property manager of AGS Realty assuming responsibility as of 08/15/2014.As of thing writing we have completed the necessary adjustment to bill customer up until 08/15/2014.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you

[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 still see errors there and what they are saying or are trying to say still isn't making much sense to meFirstly, I would like to point out what they stated here(I copied their replied and pasted it) The April 1st statement showed $Total-To-Pay because it was a correction for the bill period 01/07/to 02/05/(a replacement for the original February 7th statement, if you may)It was, too, the period wherein the original statement was made erroneously due to incorrect Conversion Factor In order to correct an erroneous bill, all—including the bill to be corrected—statements that were generated after its period (or coverage) should be cancelledThat is why when the April 1st bill (replacement for the February 7th statement) was generated as a corrected bill, there was no balance to pay – the up-to-date credits on the account (RES, customer payments, etc.) already paid itThe purpose of this April 1st bill, although having zero balance, is to show to our customer what really the amount was for the period it statesIt does not mean that on the very day of April 1st, the account has zero balanceInstead, it explains that on the period 01/07/to 02/05/2015, the account had already zero amount to pay I'm even more baffled by the statement aboveIf they are saying "there was no balance to pay" then why were they sending me a bill for $when during the summer months the bill is around $Im seeing lots of contradictions in their statements and explanations as to WHY the bill was this and thatNot at all again the customers fault for their errors and I shouldn't have to pay for their errorsPer their reply basically they are stating from March to April I incurred the charge of $and change but they send a bill stating $I still dont understand but thank you for taking the time out to assist me to at least get those RES credits that they never said to me or applied to the bill until I notified Revdex.com Regards, [redacted]

I'm using bullets to keep this to the point - BLUF - I have no choice in my gas provider so I feel stuck- they had a glitch and took my payment times on the same day- I went online to my account to see what happened (auto bill pay and paperless) - Tried to reset my password (not sure what happened because I had it written down, including the answer to my security question) - rep on phone said they can't "undo" the payment and suggested I just let them keep the extra to count towards my next couple bills - I found that answer unacceptable - They said I would have to wait days for a check to be issued - They also said they would reset my password and email a temporary password to me (the online system wouldn't work) - After I initiated that process I then got the email that they acknowledged the glitch and would refund the account - weeks later I have the check and I called to see the best way to get it back to them - Also tried to reset my password AGAIN - My account is locked and they can't unlock it SO - after weeks I still don't have online access and their left hand does not seem to know that their right hand is doing - customer service has been close to useless and the website access has been useless If I could change providers I would not hesitate

June 5, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We have reviewed all calls pertaining to the account setup request by [redacted] ***Based on our findings, the customer service representatives, including supervisors who assisted the customer, have advised [redacted] that there is a credit issue (i.eoutstanding balance left by the previous tenant) on the service addressAs such matter is in light, it is important that the identity of the caller is verifiedThis does not equate to making the new owner or tenant responsible for the balance.Please be informed that part of Washington Gas’ policies in supply order is to make sure that we’re able to verify that the outstanding balance is not owed by the caller (incoming tenant; new customer)In order to proceed, customers are required to present two valid IDs, one of which should have a picture on it, and the leasing agreement.Our standard procedure is to give options on how customers would provide such documentsFacsimile transmission, e-mail, and waoffice presentation are available to all customersAlso, the customer may opt to talk to their landlord or property management regarding the matter.The calls reviewed were submitted to quality auditSubsequently, necessary actions have been done to make sure that phrasing, choice of words, and/or communicating this matter to our customers are standardized across the whole customer service department.Furthermore, attempts have been made to contact the customer on the phone number ###-###-####.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 June 26, 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 An adjustment was made where bills were cancelled and rebilled using the rate of the Supplier for the usage from 1/31/to 2/03/and bill the usage from 2/3/to 6/2/using the rate of the Purchase Gas CostThe payments that were made to the account for $and $were credited to the accountThe recent payment made by the customer for $brought the balance down to zero for the usage until 6/2/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, [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: Every year since I have been on the budget plan I've never had this problem beforeI 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 backWhen 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 dollarsAs a customer who has to pay$ do to a system error on Washington Gas part is not fair nor is it a reasonable out come to this very stressful problemThis so called over due balance has put my family through a financial strain and stressI'm asking for help not only for me but for other that maybe battling this same problemI know that I'm just a small fish in a very large pond (Washington Gas) I just want some type of justice Regards, [redacted] ***

Re: [redacted] ID# [redacted] Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.Upon review of the case filedWashington Gas made contact to the Property Management [redacted] Co(account is under ANCP – Automat Name Change Program)We confirmed the moved out date of the customer as of 11/02/2014, with the information gathered, Washington Gas will make the necessary adjustment to make corrections on the final billing date of 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, John D***SpecialistConsumer 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:I agree that what is contained in the response is washington gas stated policyMy complaint is that they did not adhere to stated policy, as can be verified by examining the record of service termination (which I agree they have every right to terminate for non payment), in this instance payment was made and they refused to turn back on gas for nearly a week after said paymentDuring that week a severe weather event occurred and we had no heat, or hot water for days after service would have been turned on had washington gas adhered to its stated and printed policyThat it occurred precisely in the time frame prescribed is not in disputeWhy they did not adhere to their stated and printed policy is my disputeI am not at this time seeking monetary damages for that breech, however that will change if washington gas does not accept responsibility and apologize for its failureIf they apologize to me through the Revdex.com, and agree to at least look into the systemic failure that caused them to not return service in the time frame they themselves prescribe will suffice and I hereby waive any future action I may take (as is my right)If no such activity occurs I reserve my right to such a course of action Regards, [redacted] ***

December 19, 2014Dear [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

January 2, 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 concern of having the gas turned onWashington Gas strives to meet the customers need when scheduling service appointments, but appointment window options offered are based on available field service resources and appointments already scheduled with other customersDepending on the service required and the customer’s flexibility with when the service is to occur, Washington Gas offers morning, afternoon, and all-day appointments, with limited 3-hour windows also availableThe courtesy call ahead from the technician before they arrive to the property is not a guarantee; therefore, the customer must be at the property during the entire appointment window scheduledThe second appointment set for 12/23/between 12:00pm to 5:00pm also yielded the same finding with the first appointment on 12/22/ that the property is not yet ready for turn on The customer was advised by the technician what needs to be done before gas service can be restoredThe customer can reach us thru our customer service hotline at 703-750-to reschedule another appointment once the property is ready to receive gas service.Thank you for the opportunity to review this matter for you.Sincerely, William S.Specialist

6801 Industrial Road Springfield, Virginia 22151April 11, 2014 RevDex.com 1411 K Street NW, 10th Floor Washington DC 20005-3404 #000000;">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 charged $25.00 for the Service Initiation Fee. This charge has been instituted to recover some of the costs incurred by Washington Gas when establishing a new account. These include, but not limited to, the labor cost of customer support, service technicians and accounting personnel. The fee differs based on the account status. Gas Flowing (Gas on) = $25.00 Gas Not Flowing (Gas off) = $68.00 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

October 28, Dear [redacted] : The inquiry regarding the above referenced customer was forwarded to my office for reviewWe apologize for the inconvenience of not having gas service at the propertyThe gas was disconnected due to the unpaid balanceWe appreciate the effort in paying the gas bills however the payment were not enough to pay the usagesThe customer was informed as early as December in of the account status and also how disconnection of service can be preventedThe customer needs to call MsD [redacted] at ###-###-#### if he wishes to discuss the account as no terms will be provided for the restoration of 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 youSincerely, William S Specialist Consumer Relations

August 8, 2014Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.The payments made to the account by the customer will be refunded per agreement with DC OPC.For inquiries and follow-up, the customer can reach us thru our customer service hotline at [redacted] .Thank you for the opportunity to review this matter for you.Sincerely,William S [redacted] Specialist Consumer Relations

February 18, Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We have made contact to the WG employee in charge for the investigation regarding the customer’s claim that her gas appliance was damage by the technician/s that came out to reconnect her serviceBased on the result of the investigation provided, WG came out for reconnection of the service since it was turned off, service was restored but we have to leave the Hot water tank off because the pilot light would not light upWe left a red tag and turned off the gas to the hot water tank.WG did not perform anything beyond our responsibility that could result to such damage Unfortunately the decision is considered final and that customer’s desired settlement cannot be granted.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

Industrial Road Springfield, Virginia September 09, 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 The customer was contacted to explain on how the budget billing program was computed relative to her gas usage her account and reason the installment amount was increased significantly from the original $chargeWe apologize to the customer for not giving advance notice that the budget installment will have and increaseThe customer was advised that she can continue paying $until the end of the budget season, and that once the settlement took place, the customer can call and request to have the settlement amount be set up for installments if she needs more than the default months installment Thank you for the opportunity to review this matter for you Sincerely, William S [redacted] Specialist Consumer Relations

November 7, 2014Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for review.We would first like to apologize for the inconvenience the customer experiencedWe also would like to say our appreciation for their comments and suggestions which will definitely be helpful in our goal to meet customer’s expectations.An unforeseen event is usually one of the major causes of delays when it comes to our technicians scheduled appointment and the customers suggestion is greatly appreciated which wecan discuss to our technician dispatch for future implementation.For inquiries and follow-up, the customer can reach us thru our customer service hotline at [redacted] .Thank you for the opportunity to review this matter for you.Sincerely,John DSpecialist Consumer Relations

Industrial Road Springfield, Virginia September 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 Please allow us to provide explanation and answers towards the refund concern of the customer We spoke dated 08/14/with regards to the refundAs we discussed the matter at hand, we found out that the check amounting to $has been processed already dated 08/05/which will be mailed to her old service address she moved out and the other amount $which is processed the same date we spoke which will be mailed to her new address Customer’s question regarding the date she will receive the check is something we cannot provide due to the following reason/s: Once check is processed within the date customer called, the refund check will be mailed to business days from that day Washington Gas no longer has visibility once the check has been forwarded to the post office for deliveryFor 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