Washington Gas

Problem:Dear Sir or Madam: I filed a complaint against Washington Gas Company in August Please refer to File #*** In summary the my gas should never have been turned off because I tried since last October to get Washington Gas to send me a bill which they did not because all the bills I received said I had a credit dueWhen I contacted the WG I was told by customer service that when the credit was used up I would get a bill and that is because I am on the Budget PlanThis continue and I was told the same thing when I called inWell in I received a gas bill with a high balance and my monthly payment went up approximately $dollarsI called to get this now $a month bill reduced and make a payment planI was told I could not make payments because I was already on a Budget Plan, had to pay bill in fullI told the customer person that I am years old with Washington Gas plan since 1996, work but on a budgetI told the customer person that I live alone and at work all the time, hardly homeI was told that was Washington's PolicyI ask to speak to a Supervisor and was told there was no one I could speak toI continue making payments on my bill and somewhere around August 17, my gas was turned of* came out because I thought having no hot water was a plumbing problemIt was at this time I learnt that my gas was turned offI called Washington Gas immediately only to be told the same thing even after explaining the events to the customer service personWhen as to speak to a supervisor or manager I was told there was no one, Washington's Gas Policy and I had to pay balance in full to get it turned on which was $and changeThis was when I decided to write Revdex.com because I believe I was treated incorrectlyWashington Gas made a billing error and I was being penalizedI never had this to happen to me in my yearsI missed a call from MrWilliam S***, Washington Gas Manager on 9/9/I returned his call that same dayMrS*** said he received a letter from Revdex.com and had to respondI explained my situation and what happened the times I called into Washington Gas customer service to address my billHe apologized and said it should not have happened however Washington Gas had rules (he never explained or said what the rules were)MrS*** asked me if I need time, how much time or months to pay off the then $billI told Mrs*** I did not want three or months that I would pay $like I have been doing on 9/26/(my pay day) because my first check pays my mortgageMrs*** said he would make the proper notation, to make payment, that he would make arrangements for my gas to be turned back on, schedule the appointment while on the phone and that I would call the customer service to reschedule if I could not get that time off from work (I took off quite a bit of time during this period)I asked MrS*** if there would be any reconnection fees or any other fees because this problem occurred because of Washington Gas's billing systemMrS*** assured that there would not be any further charges, no reconnection fees or any other charges that if I needed more time to pay to call him (he gave me his direct number where I could reach him, apologized and said he would look this up and use it in his staff training meetingI thanked MrS*** and wrote a letter to Revdex.com stating the problem was resolvedThe (Washington person came said he turned the gas on and the water would be hot in minutesHe left and I went to workI came home about 7:30pm that night from turn and the water was coldI called Washington Gas spoke to Christina and Kathy 93664/SupervisorKathy read all the things that the WGas person wrote in his report I told her he was not in the house minutes that he came in with a wrench and a lighter, when in the basement9i followed him) took the cover off the hotwater tank and flick one spark and was doneHe never checked the furnace for any gas leak or the fire place like he noted that he checked in his reportWhen we came upstairs he asked if I wanted him to light the fire place I said it was still summerHe said you really don't need it because I would just be wasting gasand he leftKathy was adamant about his report, said she was not sending anyone else out, Mrs*** was gone for the day and to call a plumberI called *** who came out, checked the furnace for gas and gas leak (Washington Gas person would have needed a an electric screw driver or automatic one to take off the metal panel from the furnace to check inside of the furnace, etc*** asked if W.Gdid any of those checks and I told them know yet his report said otherwise and MsKathy the supervisor reading the notes believedThe furnace is working and the hot water is workinghope nothing happens when I try lighting the fire place because WGas person never checked it***this brings me to the current issue and concernI received my gas bill today and my bill is for $due on October 15, if not my gas will be turned off**I paid $has promised MrWilliam S***/Manager on 9/9/(this was paid directly from my checking account, the day of my second pay day in September/2014) that I would do and did leaving a balance of $+ this months gas usage of $= total of $due**I am now being charged a deposit of $additional because of my present credit status and again threaten with a Gas CUT off Notice if I do not pay in full $by October 15, My Balance is of 9/30/id $I should not have to pay a deposit of $when Washington Gas made the error and MrS*** assured me that I would not be charged any further feesI would not have written a coming to am amicable conclusion if this was the caseI do think this is taking advantage of the public they are doing business withI sincerely appreciate all your help in resolving this matter with Washington Gas CompanyThis is truly unfairWashington Gas made a grave billing error and I called tonight 9/when I got home from work around 9:30pm at the 703-750-1000, the office is not opened until tomorrow morning at 8:00am and I also call the escalation number MrS*** gave me at ***I am writing the Revdex.com because I am really distraught about the threat of this disconnection notice that I received tonight in the mail.My desired settlement; To pay this $dollars I owe on the second pay period of this month ($balance due + $bill for this month)Start a freshI would like to see my Budget Plan truly reflect what I use per month and not charge me an enormous monthly fee for gas I am not using (I hardly ever cook anymore, I live alone)I live alone my bill on a Budget Plan should not be $a month when I am hardly home and work everydayTo remove this $deposit Washington Gas is billing me for and threatening with a disconnect bill notice dated 9/25/I told MrWilliam S*** that my second payday in September was on 9/26/14, that I would pay the $which I didI did not take the to months extension he offered meI was not trying not to pay my billThis I told to him in our 9/9/conversationThis was an error made by Washington Gas Company that caused me great stress and anxiety and I do not believe I should be penalized or threaten with yet another disconnect noticeSincerely appreciate your help in resolving this issue with the Washington Gas Company

Complaint: ***
I am rejecting this response because:
Helvetica, sans-serif; background: #efefef;">This is now a new complaint against Washington Gas since they have not even acknowledged my last complaint (#***)I now have proof of my concern over, and objection to, Carol, (your employee), asking for my SSNOn Oct21st, I visited the Washington Gas offices in Springfield, Virginia to get my gas turned onA very nice, and competent, receptionist, Lorette B*** helped me by connecting me, by internal phone, to a BF* who made an appointment for a gas man to come to my apartment and turn my gas on - WITHOUT my having to relay my SSN to herNow, there should definitely be, and I am asking for, an investigation into this woman Carol and her practice of asking for an SSN when there is no need for that actionMsB*** told me that there was NO reason for her to have asked me for my SSNWhat is this about? Is she part of an identity theft cabal? So, in addition to wasting hours of my time, having to make a separate trip to Springfield, and Washington Gas ignoring my first complaint, I am forced to file this additional complaintI will expect an apology, and also expect to be compensated monetarily for my trouble and aggravation, and told of the results of an investigation into "Carol's" behavior
Regards,
*** ***

The usage at the property will be billed to the active
account until it is terminatedIt is the customer’s responsibility to notify
Washington Gas their intent to close their account so that termination of
account can be initiatedThere was no request made by the customer to
terminate the account before the customer’s stated move out dateIn May 2014,
the customer stated she would have the new tenant call to assume responsibility
for usage from the date the customer moved outNo one called or made a request
to set up an account and take ownership for the usage of the propertyThe account
was terminated and was billed for usage until 8/5/after the termination
request was completedAn adjustment can be made to bill the account up to the
move out date of the customer if someone would take over responsibility for the
usage

Industrial RoadSpringfield, Virginia 22151April 21, 2016Revdex.comK Street NW, 10th FloorWashington DC 20005-3404Attention: David ***Re: *** ***Case ID #***Dear Mr***:The inquiry
regarding the above referenced customer was forwarded to my office for review.There were two $payment of the customer that were credited to their billThe customer requested for the overpayment to be refunded to themA customer service representative processed a refund on March 12th and it was release to the customer.On the same day, the customer escalated to a manager requesting for the overpayment to be deposited to their checking account, and not mail a refund checkThis request was granted and a wire-transfer was made for $on 3/14/This means that the two payments of $was returned to the customer.Please see the table below that represents chronological activity of the customer’s account.DateDescriptionDebitCreditBalance Starting Balance0.0010/15/2015September-October Bill43.2243.2211/5/2015Customer Payment43.220.0011/16/2015October-November Bill73.8873.8812/17/2015November-December Bill104.09177.9712/17/2015November-December Late Payment Charge0.74178.7112/21/2015Late Payment Charge Waiver0.74177.971/20/2016December - January Bill113.50291.471/20/2016December - January Late Payment Charge1.04292.512/10/2016Customer Payment292.510.002/18/2016January-February Bill150.91150.913/2/2016Customer Payment292.51-141.603/10/2016Customer Payment150.91-292.513/14/2016Refund Release (Refund Check on Mail)292.510.003/14/2016Wire Transfer (** Bank to Customer Bank)292.51292.513/18/2016February-March Bill108.17400.684/12/2016Customer Payment400.680.004/18/2016March-April Bill81.92 81.92For 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 LASpecialistConsumer Relations

Moving to a new apartment from a building that paid utilities, I anticipated having a couple issues, but dealing with Washington Gas has been ridiculousEvery other company has gone through without a hiccup, but I've been dealing with them over a week without any successThey seem to have little awareness that they are a public utility, operating with a mindset that would fall short of even Comcast customer serviceAfter being told they would need THREE DAYS to make it out to me, I was pushed into accepting an absurd 7am to 5pm windowI told the rep that I would have to leave by 3pmAfter the day finally arrived, I called the company throughout the day and received no new informationWhen I got home from work, there was a door tag that said someone attempted to come in around 7pmHOURS after the window began, and hours after I repeatedly told the company I would not be availableI was told that they would close Friday for Veterans' DayI called early Monday morning to see what the status was, (sitting through multiple calls of ten minutes at a time, at which point the system either connects you, or hangs up) and was told it would be ANOTHER THREE DAYSI found this unacceptable and was then blamed completely for the situationThe representative argued with me for about ten minutes, and after asking for her supervisor about times, I was then placed on another hold and then connected with another womanIt was plainly obvious that the hold time was used for the representative to complain to her SV about the call so far, and that she was standing next to the woman as she attempted to echo the previous statements, replete with her feeding her statements and relayed information mid sentenceIt was like I was dealing with a middle school aged childA great deal of pettiness and complete lack of care shown for an attempt to keep a family warm as winter approachesI was told that the hour wide appointment window was a "preference" and not a guaranteeThat I should call before leaving my home, or have somehow arranged with new neighbors for them to let them into my home? It was not until I accepted the new appointment with notes for the tech that they ever even admitted that the previous request even had the notes about when I would leave for workIf I had a choice, I would use another company

December 18, 2014Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.We would first like to apologize for
the inconvenience due to the delays in completing the service orderThe gas
line has been capped which caused a major setback for the
task at hand.Dated 12/02/Washington Gas was
able to accomplish the task to have the meter set to the customer’s property
and turns the gas on.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

May 12, 2014
Per your request:Please see the attached notes and provide the following information:1.Why was the Company requesting the deposit? due to payment history2.How much is the deposit being held by the Company? $on hand; however, the initially
deposit request was $in but was lowered to $410.00, *** paid $toward the deposit leaving a balance of $230,003.Which months were being used to calculate the deposit amount? Jan & Feb (see attachment)4.Please provide a 2-year payment history, see attach Cash App (payments marked w/asterisk)5.What was the customer's credit history each year or the basis for keeping the deposit? full deposit request was never paid6.When will the customer be eligible for a refund from the Company? Since we cancelled the remaining deposit balance ($230), the account must be current for months, then the deposit will be refunded

Industrial Road
Springfield, Virginia
May 20,
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 payment for $was returned because the checking account used for the payment was closed when it was submitted to the bank by Washington GasSince the payment was not successfully deducted from the customer checking account, the $charge was billed back to the account along with a returned check fee for $The returned payment added to the outstanding balance of the account which resulted to the account getting subjected to collection actionWe 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

[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 did not state I was the account holder, I am a tenant at the address listedMy complaint was made due to the actions taken by the gas company< which their was no mention of in the rebuttalI repeat my complaint, were their actions ( and inactions) consistent with their stated and written policies? I think not.
Regards,
*** ***

September 9, Dear *** ***:
The inquiry regarding the above referenced customer was forwarded to my office for review.The complaint towards the late charge has been waived and since customer paid the late charge when a payment was made over the phone, we credited customer’s
Washington Gas account $which was then applied towards customer’s balance.We would also do an investigation regarding the representative whom you reported as rudeWashington Gas do not take things lightly to such behavior and if proven guilty there will be necessary actions that we will take to make the customer service representative be aware of his/her actions.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,John D
Specialist Consumer Relations

March 3, 2015Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.We would first like to apologize to the customer for the
inconvenience Washington Gas caused.Upon communications with the *** collection agency,
customers account was removed
from the list and collection actions has been
ceased with No derogatory report that will affect customer’s Credit ScoreWe regret to inform the customer that the adjustment she
desire as a settlement cannot be made.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

*** *** ***
***
Dear *** ***:The inquiry regarding the above referenced customer was forwarded to my office for review.Thank you for bringing up the Eservice concern to our attentionAs a result of our recent update on Washington Gas website (wwwwashingtongas.com) upon
customer’s log in to their account, they will need to turn off the pblocker of their internet browser for them to access their billing statements online. We also made attempt to contact the customer consecutive times to assist in the Walkthrough but we’re only able to leave a voicemail. 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
June 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.
The customer was contacted and a settlement was agreed regarding the bill for the usage at the property until the move out dateThe charges after the move out date were removed from 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

[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.
Regards,
*** ***

This is the worse customer service I have ever seen and being a retired military member I have seen and dealt with a lot of companiesMy lady friend and I sat at our new house all day on Aug waiting for Washington Gas to come and turn on our gas so we could have hot water They never showed and they never called When we called the customer service rep at almost 5pm they told us that they were backed up and had to cancel and rescheduled our appointment to the following Monday What business has you waiting all day, cancels your appointment and never calls you to tell you they cancelled the appointment My lady friend as to speak to a supervisor they put her on hold for over minutes and they phone mysteriously disconnected We called back and waited another minutes before a supervisor came to the phone only to say she was sorry Sorry don't put the money back in our pockets that they caused us to loose by taking off from work to be at home for their non-service!
We made the appointment on Aug and had to wait a week for scheduled service and now we have to wait even longer This company needs to be placed out of business and leave the area They have no concept of how to treat their customers or sustain a positive business relationship

Industrial Road
Springfield, Virginia
May 20,
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
Three payments dated 3/21/14, 3/24/14, and 3/28/for $each was credited to the accountThe payments paid the outstanding balance of the account and created a credit of $Contact with the customer was made; refund for the credit was processed to be mailed to the customer’s addressThe customer has decided that future payments will be made thru the customer website
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 7, 2014Dear *** ***:The inquiry regarding the above referenced customer was forwarded to my office for review.Please be advised, as a public utility, our records are held to be confidential and information can only be released to the account holderWe would be happy to provide the information to the account holder or we would require consent from the account holder to release detailed information on the accountAn attempt was made to contact the customer using the phone number provided in the case and left message to call us back so that we can get the account holder’s consent and discuss the concernI hope you find this information helpful in understanding our policies.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 Specialist Consumer Relations

Industrial RoadSpringfield, Virginia 22151December 10, 2015Revdex.comK Street NW, 10th FloorWashington DC 20005-3404Attention: *** ***Re: *** ***ID# Case id #***Dear *** ***:The
inquiry regarding the above referenced customer was forwarded to my office for review.We called the customer and explained, in details, the reason why they did not receive bills for the previous months.The customer understood and accepted the explanation and course of action that WG will take in order to fix the issue.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***SpecialistConsumer Relations

From: B***, MichelleSent: Friday, September 04, 1:PM To: *** *** * Cc: ***, *** *** *** * Subject: FW: Flower Bed RestorationHi ***,This complaint has been resolvedPlease see resolution below.Thanks, MichelleFrom: ***@***.com
[mailto:***@***.com] Sent: Friday, May 29, 8:AM To: B***, MichelleCc: *** Subject: Re: Flower Bed RestorationGood Morning Ms.B***: Thank you very much for the good newsHave a blessed day Cheers, ***Sent from *** ***From: B***, MichelleSent: Thursday , May , : AM To: ***@***.com Cc: ***Good Morning,I have your check, they forwarded the check to me and not youI will mail it to you today.Thanks, MichelleFrom: ***@***.com [mailto:***@***.com] Sent: Thursday, May 21, 1:PM To: B***, MichelleCc: *** Subject: Re: Flower Bed RestorationDear Ms.B***: I am delighted to hear from you againThanks again for your time and consideration.I wish you the best,***Sent from *** ***From: B***, MichelleSent: Thursday , May , : PM To: ***@***.com Cc: ***Good Afternoon,I am hoping the check be ready late next weekWe just started a new process and it is slow.Thanks, MichelleFrom: ***@***.com [mailto:***@***.com]Sent: Tuesday, May 19, 9:AM To: B***, MichelleCc: *** Subject: Re: Flower Bed RestorationGood Morning Ms.B***:Thanks again for your prompt action on this matterI look forward to hearing from you.Cheers, ***

Industrial Road
Springfield, Virginia
August 14,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
#000000;">Attention: *** ***
Re: *** ***
ID#***
Dear *** ***:
The inquiry regarding the above referenced customer was forwarded to my office for review
First and foremost we would like to apologize for the inconvenience, we fully understand the lapses on our end and with that, necessary action to resolve the customers concern will be attended to base on the customers desired outcome / settlement
Please be advise that customer will receive two refunds amounting to $which will be mailed at her previous service address and the $will be mailed at her new address, this amount sums up the total refund of $
As the customer and I discussed over the phone the final bill $has been waived and to allow Washington gas an ample amount of time to process and mail the refund checks mentioned
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