Washington Gas

Per response forwarded 7/14/15:
text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; display: inline !important; float: none; background-">The account has been generated and first bill was releasedRe: *** ***ID# Case id # ***Dear Ms***:The inquiry regarding the above referenced customer was forwarded to my office for review.As response, please be informed that Washington Gas may take time in creating backdated supply ordersAs of this writing, the customer’s account is active and the first bill was generated and mailed on 07/07/2015.We’d like to apologize to the customer if the delay has caused them 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, Daniel LA***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: ***
I am rejecting this response because:
I have never received a bill in the amount for $as stated for a payment planAll of my bills have been full amount requests and I've requested payment arrangements from the first date of service, because I was so shocked about the amount from the beginning
Also if you can see the attached photosYes I have finally got in online to pay my bill, however again there is a discrepancy in the amount the system says I have due then the amount MrA*** and this is nothing new I'll get a bill in the mail when I call to discuss and pay the amount the representative gives me us Always different and it's not because of a $late feeDifferent like my Attachments which I'm not late as well as oppose to the disconnection notices you get in the mail and this a great example as you can see why I don't trust their system.
Secondly
If again you did make a payment arrangement why are adding on a residual amount to a set agreed amount ? I still see no payment arrangement ever it makes No Sense as in one notation you keeps stating that I was late and didn't maintain the arrangement but there as no bills you have shown with just $amount all if my totals have been much higher in your history To conclude its still is contradictory to state I can get a reimbursement for part of the deposit, yet on the other hand I owe you money on top of a payment planYour system is still not clear and makes sense to a consumer, I have now attached proof of dollar amount discrepancies that need to be explained, the bill has been paid early now that I'm finally in the system Thank you and I'll await your response
Regards,
*** ***

October 26, 2015*** *** *** *** ** ***Burtonsville, MD ***Email: ***@***.***Re: Account Number ***Dear *** ***:Your request for information regarding your billing history was forwarded to our office.In response, enclosed is a copy of the net billing history that is still available in our data base system We hope that you find this information helpful.This email response has been sent from an email address which is meant for internal use onlyShould 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.comAny response sent directly back to this sender will not be addressed as it will not reach the recipient.Sincerely,Washington Gas Customer ServiceNet Billing TranscriptFor: Acct # ***Meter #: *** Serving: *** *** ** *** Burtonsville MD ***Billing DateIndexCCFs UsedNet BillingBill Type06/02/201422104971.09Bill04/02/20142120122169.58Bill03/04/20141998144219.55B...⇄ /> *** *** ***Springfield, Virginia 22151November 19, 2015Revdex.comK Street NW, 10th FloorWashington DC 20005-3404Attention: *** ***Re: *** ***Case ID# ***Dear *** ***:The inquiry regarding the above referenced customer was forwarded to my office for review.We would first like to apologize to the customer with regard to the document of justification for the $that he did not receive from his conversation with June, the supervisor who assisted the customer last October 2, and 9, The document the supervisor promised that would show the readings was forwarded to our correspondence department; unfortunately, the document was sent using an incomplete email addressPlease see attached file. The conversation that the customer had with Sarah last November 11, 2015, caused a misunderstanding when the agent advised the customer that the billing information he requested cannot be provided as there was no confirmation from the customer that he never received the documents he requested from the supervisor.To provide more details on the customer’s conversation when he called to sthe account last 04/25/2014, The customer never requested to tuthe gas because it was off, he called to san account and even asked if it is already under his or her wife’s name, wherein the agent advised is not yet on their name and then initiated the procedure to san account by asking for the customer’s informationWe have waived the late charges for November for $and October for $as requested by 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, Isaiah *S*SpecialistConsumer Relations

Industrial Road
Springfield, Virginia
September 11,
Revdex.com
K Street NW, 10th Floor
Washington DC
20005-
Attention: *** ***
Re: *** ***
ID# ***
Dear *** ***:
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***
Specialist
Consumer Relations

Per response forwarded 7/8/15:
text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-">Dear Ms***:The inquiry regarding the above referenced customer was forwarded to my office for review.Washington Gas encountered delays in the completion of the service order request of the customer, which caused the bills to catch up.We would like to apologize for the delaysWe made contact to the customer to setup a flexible payment arrangement which he/she agreed to catch up with the bills.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

From: D***, Myron P
"">Date: Fri, Sep 12, at 10:AMSubject: complaint #***To: "***" Cc: "D***, Myron *"
*** ***,
Can we please have provided a service address or gas account number associated with the complaint #as received today for Ms*** *** ?
Many Thanks,
Myron D***
Washington Gas
---------- Forwarded message ----------
From: *** ***Date: Fri, Sep 12, at 11:AMSubject: Re: complaint #***To: "D***, Myron P" Below is a copy of the first letter that was sent to you at md***@washgas.com The consumer alerted us this week that an agreement had been reached so the complaint was closed as Resolved (see below), which it still is The email of this morning was an f.y.ito let you know the consumer is still having an issue but until she gets back with a different outcome, the complaint will remain closed as resolved
Hope this helps
FIRST Revdex.com LETTER TO BUSINESS
Revdex.com serving Metro Washington DC and Eastern Pennsylvania
K StNW, 10th Floor
Washington DC 20005-
PHONE:###-###-####FAX:###-###-####
8/28/
Myron D***Washington Gas Industrial Road Springfield VA 22151 Dear Myron D***: The Revdex.com received a complaint about your business. The complaint was submitted on 8/25/12:37:PM and was assigned an ID of *** Although the Revdex.com makes no judgment on the validity of this complaint, we recognize that there are two sides to every dispute. We are simply requesting your cooperation in making a good faith effort to resolve the dispute, regardless of the settlement explanation given by the consumer. Our objective is to assist both parties in reaching a resolution outside of the legal system. Please review this information and provide written response within the next days.If you received this complaint via email simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.If this complaint was received via postal mail, please state your position in a letter and fax or mail back to the Revdex.com. Please understand that the customer's complaint and your response may be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this customer. The Revdex.com may edit the complaint or your response to protect privacy rights and to remove inappropriate language.If you should have any questions or concerns, please do not hesitate to contact me.Regards,*** *** The Revdex.com
CUSTOMER EXPERIENCE INFORMATIONCustomer Information:*** *** ***
*** *** *** ***
*** * ** ***
Daytime Phone: ###-###-####
E-mail: ***The details of this matter are as follows:Complaint Involves:Customer Services Issues Customer’s Statement of the Problem:I am with Washington Gas since vand on a monthly payment plan which credits you in the summer months for unused charges that I have paidLast summer as usual my bills started with "NO PAYMENT DUE" showing a balance minus deductionI have all of these monthly printed bills I receive in the mailLast December, I notice I was still getting these billsI called the WGcr on the bill to inquire that I was still get a "NO PAYMENT DUE BILL"I was told that was because I had a remaining credit that was being spent downI made several telephone calls and was told I will get a bill when I am being billedThen late spring I receive a bill with my monthly payment increased to $I called customer service to inquire why I was now getting a monthly increase payment of $I told the repthat I could not afford this monthly and besides W>G> is now billing me for all this moneies due at onceI asked the repfor a lower payment since I was not billed and apparentlyan over sight from W.GThe rep said said I could not get on a lower plan because I was already on a planI asked to speak to a manager or supervisor bbecause my payment history is perfect a nd I did not want to havev any late paymentsI explained my first pay check for the month pays my mortgage and the second pays my monthly b ills and that I lived alone with no other incomeThe rep said that was WG.'s policy and there was no one I could speak toI called back several times and gotthe same responseI never had a chance to speak to a manager and was threaten with cut off noticesI have been paying at least $a month every month because I do not have the full amount to payI received August bill with a cut off notice if I did not pay in fullI called which I woul be paying $200.00, 8/my next payday however the rep again said I had to pay in full because I have an outstanding balanceAsk to speak to a manager or supervisor and again told that was W.ApolicyThe gas was disconnection sometime before this pass Friday, 8/unbeknowing to meI thought the hotwater boiler was not workingI called *** because I have a contract with them*** came out on this Saturday, 8/and during the repair the technician discovered that the gas was turned offHe asked me if I was paying my bill and I told him yesI immediately called the gas companyThe rep told me I had to pay the entire balance of $before W.Awould reconnect meI explained my situation and again I was told there was nothing she couyld do, no one I could speak with and that W.A.'s policyThe rep came me a number for energy assistantI tried calling on Saturday office was not open until MondayI have been trying to get through to no avail this morningI do not believe should be penalized for an ERROR that Washing Gas made with my billing and the unwillingness to make afforadble payment arrangements and especially seeing my payment historyI ask the rep to look at my payment history before this mishap to see how I payShe said "yes I see you make your monthly payments but there was nothing she could doThis is really an unfortunate circumstance for the consumer when something like this happens and you feel totally helplessI have to now try to borrow this money which is an added burden when I could be paying in installment to W.GI could see if from to present I did not have an excellent record before the mishap on W.Abilling Department and me paying a high price for that errorI am asking that you would kindly look into this complaint for meI am years on 8/29/2014, having to work, lives on a fixed income and never had a utility disconnection beforeThanks and I sincerely appreciate your help in this matter.Complaint Background:Product/Service: home utilityProblem Occurred: 10/1/2013Model:Account Number:Order Number:Name of Salesperson: Purchase Price: $0.00Disputed Amount: $0.00 Desired Outcome/Settlement: My desired outcome would be for Washington Gas to reconsider and reconnect my gas with no reconnection fees and time to pay off this balance if I cannot get to borrow this $that is due at once to pay this bill in fullSeeing that the billing error was on W.Aand not raise my monthly installment payment to $293.00/month (i never used the amount of gas yearly that I pay in monthly installments and always had a credit during the summer to fall months)This amount of monthly installment is very unrealistic for meCustomers should be allowed to speak with a supervisor or manager because everyone's situation is differentI am not asking for the bill to beforgiven however seeing my payment history, I am hoping that would be a considerationI am still without gas as of 8/24/2014. Desired Settlement: Billing Adjustment
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
CLOSING Revdex.com LETTER TO BUSINESS:
Revdex.com serving Metro Washington DC and Eastern Pennsylvania
K StNW, 10th Floor
Washington DC 20005-
PHONE:###-###-####FAX:###-###-####
9/11/
Myron D***
Washington Gas
Industrial Road
Springfield VA 22151
Dear Myron D***:
This message is in regard to a complaint submitted to the Revdex.com about your business on 8/25/12:37:PM by *** *** . This complaint was assigned ID ***
This complaint has been closed as resolved
If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal
Regards,
*** ***
The Revdex.com
From: *** ***>Date: Tue, Sep 9, at 6:PMSubject: Agreement reached with Washington GasTo: Revdex.com washington Revdex.com
Dear sir/Madam,
This email is to inform you of my telephone conversation with MrWilliam S***/Manager, Washington Gas, escalation team at ###-###-####, 9/9/
I returned MrS***'s call around 4:50pm on 9/9/MrS*** called earlier this morningAt work was unable to return his call at that time
MrS*** apologized for the misunderstanding of the customer service person(s) that I have spoken to and not being allowed to speak with a managerMrS*** said Washington Gas had rules (did not say what were the rules); however the customer service person should have listened; allow me to speak with a supervisor and he saw where I have paid on my bill each monthMrS*** said he did not see where I calledI told him I have called since last October/13 and several times since, especially when Washington Gas raised my monthly payment $for their billing error and wanted bill to be payed in fullI told MrS*** I could not speak with a manager when I learnt from *** that my gas was turned off
He apologized for the billing errorI told MrS*** I have been a customer since and never was my gas turned off in my yearsI expressed to Mrs*** that I live alone and there was no reason for the GAS company to raise my monthly payment $for an error on the company's partAgain he apologized
MrS*** said my gas will be turned on without me having to pay any re-connection fees, my balance is $and that he would work with me on a paytment plan for or monthsI told MrS*** that I have been paying $monthly and will make a payment of $on 9/like I was making.
I forgot to ask MrS*** why I was being charged an extra $(said my balance due was $244.+)? I will give MrS*** a call about this on tomorrow.This I do not think I should pay because my gas is turned off and the inconvenience of it all. I lost a day's pay when I had to stay home for *** to come out for the boiler (had no hot water because the gas was turned off)
MrS*** schedule for Washington Gas Service technician to come out tomorrow 9/10/to turn the gas back on and light the boiler (someone needs to be home)I accepted the schedule however I cannot take off another dayIf I can get my nephew to stay in my home for the day if not I will call MrS*** back in the morning (customer service) to reschedule
ThanksAppreciate you giving my complaint your attention and assisting me in rectifying this event
Sincerely,
*** ***###-###-#### (cell) ***

Industrial Road
Springfield, Virginia
March 10,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
Attention: ***
***
Re: *** *** ***
ID#***
Dear ***:
The inquiry regarding the above referenced customer was forwarded to my office for review
The account was charged for the usage until the account was closed on 10/28/The customer’s move out date was considered and proration was made for the usage was computedThe customer agreed to get a refund for $as the issued bill was already paidThe account’s mailing address was updated for sending of the refund check
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

November 30, K StNW, 10th FloorWashington DC 20005-3404Washington Gas Account # 2595.277043Dear Revdex.com Your recent inquiry regarding a security deposit assessed on the account has been forwarded to our office
Washington Gas would like to sincerely apologize for the technical glitch with our auto pay service that resulted in this deposit being requestedDue to this erroneous request, we have refunded the deposit of $This refund will appear as a credit on the upcoming billing invoiceOnce this credit posts to the account, we will be glad to issue this refund via check per your requestThis credit can also remain on the account and future usage charges will be deducted from this creditPlease contact our customer service line at ###-###-#### and a customer service representative will be glad to issue this refund. Thank you for bringing this matter to our attention and we look forward to regaining your confidence.Sincerely, Washington Gas Customer Support

January 27, 2015Dear *** ***:This is in response to your inquiry to the Public Service Commission (PSC or the Commission) concerning Washington Gas - Maryland Division.The Company provided the enclosed response to the security deposit request disputeMsR*** of Washington Gas advises that WGL has agreed to waive the deposit request due to the account not being charged a late fee since September This is a one-time courtesy by the utility.In order to avoid future security deposit requests, the monthly charges must be paid in full and by the due dateIf, in a 12-month period, more than two (2) turn-off notices are rendered for your account, the deposit request could be re-assessed by WGLThe regulations governing security deposits are included with this letter.Thank you for contacting our officeIf you have any questions, or need further assistance, please feel free to call me toll free at ###-###-####, option #3, or you may reach me directly at ###-###-####.Very truly yours,Administrative Specialist

Washington Gas apologizes for this billing error with the customer's budget installmentThe budget plan has been reinstated at $a monthThe customer may pay more if she wishes and the credit will be applied towards the budget balance at the end of the budget plan which will be January
The current balance due is $

July 10, 2014Dear ***:The inquiry regarding the above referenced customer was forwarded to my office for review.Increasing the Budget amount to $is the resolution provided to the customer account to avoid a huge debit balance by the end of the budget season which will take place by November 2014, as explained on the previous responseThe customer’s request to make the account be returned to a zero balance standing and get billed for the actual gas used and be out from the budget program can be facilitated by one of the following action/s1. Customer paying the debit balance should the customer choose an early termination ofthe budget2. Setting the debit balance to be paid in a certain number of months should the customer choose an early termination of the budget Customer would have to call the customer service hotline to process the termination of the budget.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,

October 27, 2014Dear *** ***:The inquiry regarding the above referenced customer was forwarded to my office for review.Customer 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 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 DSpecialist Consumer Relations

December 17, 2014Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.In Behalf of Washing Gas I would first like to apologize
for the inconvenience we have caused to the customerUpon careful review on what transpired, where the gas
service
of the customer is scheduled to be turned on, we encountered two
reasons why the service turn on failedFirst is the AccessOur technician
came 11/21/but due to the secure door on the apartment complex, we failed
to get accessSecond is on the 11/24/where the technician failed to get a
parking space to park his/her service vehicle.Washington Gas wants to make sure that we met our
customer’s expectationsSpecial instructions could have been given, for us to
expect some of the possible block that we might encounter such as the secured
property and parking issueIf a detailed instruction could have been given, we
could have anticipated and make necessary actions to make it happen just like
what occurred on 11/25/in which the service of the customer was turned on.One of our supervisors waived the service initiation fee
as a onetime courtesy due to the 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, John DSpecialistConsumer Relations

[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 ***, and find that this resolution is satisfactory to me Thank you for your assistance as I was unable to resolve this by myself
Regards,
*** ***

[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: ***
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 $and that my account was not sent to collectionsIt *was* sent to collections, and I would like something in writing attesting to the fact that my account has no balanceI am copying the email from Washington Gas below
Regards,
*** *** May
02, *** *** *** *** *** *** ** *** Email: *** Service Address: *** * * *** ** *** *** ** *** Re: Account Number
*** Dear *** ***: Your request to confirm the
status of your account was referred to our officeIn response, the amount owing is
$The account was not sent to a Collection AgencyWe hope this
information is helpfulThis email response has been
sent from an email address which is meant for internal use onlyShould 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 recipientSincerely, Washington Gas Customer Service

I am still not entirely sure what happened with our billing because we could not get a good explanation from anyone in customer service despite repeated attemptsAlthough we were enrolled in autopay, Washington Gas failed to charge us for many monthsThen they charged us a huge amount all at once (hundreds of dollars), but then we had a balanceSo for nearly a year, we have owed nothingIt was only then that we realized how much Washington Gas had been overcharging us for a long timeThere were discrepancies with the online statements vsoffline and we could not get a good clarification from customer serviceThey promised to send updated statements to us which we never receivedI wish we could find another energy supplierThis has been a horrible experience and it feels like we have zero recourse

Industrial Road
Springfield, Virginia
March 10,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
Attention: ***
***
Re: *** ***
ID#***
Dear ***:
The inquiry regarding the above referenced customer was forwarded to my office for review
The final bill was generated after account was closed using an estimated readingThe method of reading was based on the request made by the new would be account holder when they called and request to take ownership of the gas usage starting 1/29/A settlement for the final usage was agreed and was paid by 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

Industrial Road
Springfield, Virginia 22151
May 12,
Revdex.com
K Street NW, 10th Floor
Washington DC
20005-
Attention: *** ***
Re: *** *** ***
ID#***
Dear ***:
The inquiry regarding the above referenced customer was forwarded to my office for review
The gas service at the property was turned off as the tenant (active account holder) requested to close their accountThe tenant was advised to have the landlord call Washington Gas to have the account set up under their name so that there will be no interruption of serviceWashington Gas has a program where in the gas account would revert back to the landlord’s name once the tenant request to close their account so that there will not be any interruption of gas serviceAlthough the landlord has an account prior to the tenant set up their account, the company would not automatically transfer the account back to the land lords name if their tenant calls to close their accountAt the time when the landlord called to request to have the gas set up under his name and the gas restored, the soonest date that the property can be scheduled for a technician to come out and turn the gas back on was on 2/18/because of the incoming snow stormWe apologize for the inconvenience that this has brought to the customer
For inquiries and follow-up, the customer can reach us thru our customer service hotline at 703-750-
Thank you for the opportunity to review this matter for you
Sincerely,
*** ***
Specialist
Consumer Relations

October 7, 2014Dear *** ***:The inquiry regarding the above referenced customer was forwarded to my office for review.We understand the customer’s disappointment and we apologize for the inconvenience this has causedWith customer’s desired Outcome/Settlement, Washington Gas
made actions to resolve customer’s concern by recalling the closed Washington Account from NCC Collection AgencyWe also made sure that customer’s Credit History/Score will not be impacted.We will also mail and email customer’s request for his final billing statement, payment history and a confirmation of customer’s account closure.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely,John D
Specialist Consumer Relations

Industrial Road
Springfield, Virginia
May 2,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
Attention: *** ***
Re:
*** ***
ID#***
Dear ***:
The inquiry regarding the above referenced customer was forwarded to my office for review
The progression of the bills was explained to the customer, starting with the December invoiceThe gas usage for the period of 11/08/to 12/13/was under billed; reason another bill was mailed to correct the actual consumptionWe apologize to the customer for the inconvenience on the customer representative’s inability to clearly discuss the progression of the charges and explain the issue encountered with billingAll the payments made on the account were accounted for and was applied to the usage
For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####
Thank you for the opportunity to review this matter for you
Sincerely,
*** ***
Specialist
Consumer Relations