Columbia Gas of Virginia, Inc.

Good Morning, this complaint has been forwarded to Columbia Gas Of Virginia; it was submitted to this office in errorThis is *** *** ** *** the correct office
will respond and resolve this concern/complaint
size="2">Thank You
***
Strategic Analyst
*** *** ** ***

Dear ***, Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr*** ** ***It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receive. We have investigated the concerns of Mr***
with regard to his direct bill accountOur investigation revealed that a paper bill was sent to Mr*** along with email notification because the bill included a service ten:nination notice for nonpayment of $and indicated a termination date of February Because we did not receive payment, Mr***'s gas service was terminated on February 25. When a termination occurs, a security deposit and reconnect fee is requested from the customerIn addition to the security deposit and reconnection fee, there a.re other fees associated with reconnection such as an optional $priority fee to restore service the next business dayThese, along with other fees, are outlined in our tariff which is approved by the VA State Corporation Commission and can be found at www.columbiagasva.comMr. Tb.omas's gas service was restored on February As a courtesy we have waived the $priority fee. We apologize for the difficulty Mr*** experienced as a result of this incidentWe will continue to work to regain his confidence by continuing to deliver safe, reliable natural gas service. Sincerely, Michelle C*** Columbia Gas of Virginia

Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr*** experience with Columbia Gas of Virginia It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.On September 9, Columbia
Gas issued a termination notice to Mr*** for an unpaid balance of $79.12, with a termination date of September 30, This termination notice amount represented unpaid bills for the past four months and no payments made to the account since May Additionally, no payments were made to the account prior to the September 30th due date, consequently, the Company shut off gas service to the customer’s residence on October 4, 2016.On October 4th, Mr*** contacted the Company to inquire why the gas service was shut off, and acknowledged that he was aware that he did not make paymentColumbia personnel reviewed his payment history on the account and the reason for the terminationAt the conclusion of this discussion Mr*** paid the unpaid balance and all necessary reconnection charges to have the gas service restored.While scheduling the reconnection order, the Company initially scheduled the order for Friday, October 7, When Mr*** was not pleased with having to wait the additional days to have the order worked, the Company offered to work the order sooner, if Mr*** was willing to pay a priority fee of $87.00---which he agreed to payThe order was re-scheduled for Thursday, October 6th, 2016.After carefully reviewing Mr*** circumstances, the Company will apply, as a one time courtesy, the $priority service fee paid, to his utility service account.It is important to note that all charges and fees requested by Columbia were made in accordance with the Company’s tariff and approved by the Virginia State Corporation Commission (SCC).Please let me know if you have any further questions or concerns

Dear ***,Thank you for contacting Columbia Gas of Virginia with regard to the concerns of Ms*** ***It is alwaysour goal to ensure the best possible service to our customers, and we take seriously any complaints we receive.We have investigated the concerns of Ms***
about her recent gas service termination due to non-payment.When a termination occurs, a security deposit and reconnect fee is requested from the customerThe securitydeposit is determined by the two highest winter bills usage from the previous yearThese processes, along withother fees, are outlined in our tariff which is approved by the *** *** *** *** and can befound at ***We encourage Ms*** to enroll in the Budget Payment Plan by calling us at *** ***The BudgetPayment Plan is a free service designed to help reduce the fluctuations in gas bills by spreading the costs moreevenly over a longer period of timeAdditionally, we offer various payment options available to our customerssuch as Checkfree, on line payment, and Bill MatrixPlease visit our website at *** formore information.Should you have questions or require additional information please do not hesitate to contact me.Sincerely,

The consumer called and stated that the company came out and replaced the lattice
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for
the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Dear ***,Thank you for contacting Columbia Gas of Virginia with regard to the concerns of *** *** ***It is always our goal to ensure the best possible service to our customers, and we takeseriously any complaints we receive. Our investigation revealed that the
call center personnel followed appropriate policy with regard to a recent service terminationAs a gesture of good faith, we will waive the remaining security depositAdditionally, we will provide a $atonement as a credit to *** ***'s account. We encourage *** *** to enroll in the Budget Payment Plan by calling us at *** ***
*** The Budget Payment Plan is a free service designed to help reduce the fluctuations in gas bills by spreading the costs more evenly over a longer period of timeAdditionally, we offervarious payment options available to our customers such as Checkfree, on line payment, and Bill MatrixPlease visit our website at *** for more information.Should you have questions or require additional information please do not hesitate to contact me.Sincerely, *** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Dear ***, Thank you for contacting Columbia Gas of Virginia with
regard to the concerns of *** *** ***It is always our goal to ensure
the best possible service to our customers, and we take seriously any
complaints we receiveOur investigation revealed the call
center
representative did in fact advise the customer of a $security deposit
being required, with $paid up frontThe call center representative advised
Ms*** th.at the remaining $would be billed in two installments of $
each, on the customer's first two utility service billsThe call center representative
did not, however, advise the customer of the tariff approved $feeWhile the Uiitiation fee is a tariff approved rate, we value our customers
and want to be as transparent as possible wich the fees and charges we bill our
customersWe are taking steps to ensure that all new customers are advised
ofthis fee in the futureTo date, Ms*** has paid an additional $
towards the $balance of the required depositAs a gesture of good faith,
we will waive the remaining $balance of the depositWe encourage Ms
*** to enroll in the Budget Payment Plan by calling us at *** *** The Budget Payment Plan is a free service designed to help reduce the
fluctuations in gas bills by spreading the costs more evenly over a longer
period of timeAdditionally, we offer various payment options available to our
customers such as Checkfree, on line payment, and Bill MatrixPlease visit our
website at *** *** for more informationShould you have
questions or require additional information please do not hesitate to contact
meSincerely,*** ***

Re: Revdex.com Case *** Dear ***, Thank you for contacting Columbia Gas of Virginia
with regard to the concerns of *** ***It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receive. We have investigated the matter and concluded that gas service at Wills Rdwas shut off due to a gas leak in the fuel lineA site inspection was performed after the customer reported that repairs had been made and the gas service was restored on January 21. We apologize for any inconvenience Mr*** experienced as a result of this incidentWe will continue to work to regain her confidence by continuing to deliver safe, reliable natural gas service. Should you have questions or require additional information please do not hesitate to contact me. Sincerely, Columbia Gas of Virginia

Dear ***,
Thank you for contacting Columbia Gas of Virginia regarding the above- listed matterIt is always our goal to provide the best possible service to our customers, and we take seriously any complaints we receive
We apologize for the inconvenience
experienced by ** *** relating to her request to termination her gas serviceAs a courtesy, we will credit the $to her account.
It is our greatest hope that we have satisfied the concerns of ** ***Should you have questions or require additional information please do not hesitate to contact me
Sincerely,
*** ***
Columbia Gas of Virginia

That place went from a bunch of hard working guys to the *** *** line bandYou waste your time taking and passing test so they hire a guy with no experience No cdlAnd lives further awayAll because he knows a few people and walks in in his American eagle and has the gift of gabPretty much if you don't fit there image it dosent matter how good you are its how you look Ask any of the guys that's been there awhile they'll tell you themselves they Sun 90% of there work out nowadays What happened to the busy your back guys they hire Instead of the bust your finger texting guys they got nowThere's plenty of men that would die to have that job but they give it to a year old pretty boy that knows it all and done it allPlace needs to open up there eyes a little on the hiring processSeems they know who they want before you even go in there seems like a waste of time Used to be some bust *** great people thereNow youll be lucky to get a hi from some of these golden spoon guys they hire

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[the problem with the agreement is that they cut off the gas for small amounts then make me pay more than what was due with security deposite that goes nowhere and alot of extra fees I would like to be credited or in the form of a check I have small children who suffer as well when there is no hot water and when they come cut services off they never knock before doing so to set up arrangements for payment they just cut it off and leave a letter so we never know anything]
Regards,
*** ***

I haven't been contacted by anyone from Columbia Gas as of todayI would like to get this matter resolvedMy Builder was HHHUNTYou may contact Craig S*** at *** or Dale Y*** ***Either should be able to provide you with additive used at the time of the building of my homeI can be reached at *** if any additional information is needed Thank you for your time
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***@richmond.Revdex.com.org
Regards,
*** ***

Dear ***,
Thank you for contacting Columbia Gas of Virginia with
regards to the concerns of ** ***It is
always out goal to ensure the best possible service to our customer, and we
take seriously any complaints we receive
We have
investigated ** *** concerns about his recent gas
service terminationOur investigate revealed that ** *** payment history is
such that his gas service has been terminated four times this year on March 19,
May 15, September 3, and October for nonpaymentEach time a termination
occurs, a security deposit and reconnect fee is requested form the customerIn
addition to the security deposit and reconnection fee, there are other fees
associated with reconnections such as an optional $fee to restore service
the next business dayThese, along with other fees, are outlined in our tariff
which is approved by the *** and can be found at
***The approved tariff sections are ***
We encourage ** *** to enroll in the Budget Payment Plan by
calling us at ***The Budget Payment Plan is a free service designed to
help reduce the fluctuation in gas bills by spreading the costs more evenly
over a longer period of timeAdditionally, we offer various payment options
available to our customers such as Checkfree, on line payment, and Bill Matrix
Please visit our website at *** for more information
It is our sincerest hope to have satisfied the concerns of
** ***Should you have questions or require additional information please do
not hesitate to contact me
Sincerely,
*** ***

On 01/19/18, Mr*** processed a payment in the amount of $*** via Web Self Service. On 01/23/it was brought to CVA’s attention that a technical issue occurred that impacted customer payments that were made on 01/18/and 01/19/via WSS (Web Self Service). The results of this
issue were that accounts were showing a double payment with some resulting in NSF fees at their financial institution. We are in the process of correcting this situation by delaying any possible credit action and also to eliminate any late or NSF fees. On 01/25/18, Mr*** contacted the CVA in regards to this situationUnfortunately, the customer service agent did not request the amount of the NSF fee that Mr*** incurred. CVA is ready to reimburse the overdraft fee once we obtain the amount that is owed. Our representative has made unsuccessful phone attempts to the customer and left a voicemail requesting a return call to ***-***-***If Mr*** will please call the call back number, we will be able to get the amount of the NSF and refund that amount to him

Thank you for
contacting Columbia Gas of Virginia (“CGV”) with regards to the above-listed
matterIt is always our goal to ensure the best possible service to our
customers, and we take complaints we receive seriously
According to CGV’s
/>
tariff, CGV billed up to months of usage retroactively, if it is found that
a customer has been under changed due to a billing errorAs a result of our investigation,
it was determined that CGV erroneously billed more than months on the
original billing adjustment and a credit of $was made to ** *** account
on September for the difference in the originally billed $in the original
billing adjustment, CGV has given $atonement on *** *** account,
resulting in a total credit to his account of $227.88/
After a current look
at ** *** account, his balance as if today is a credit of $186.78, which is
made up of the $credit to his account and his most recent bill of
$
Should you have
questions or require additional information please do not hesitate to contact
me
Sincerely,
*** ***

Revdex.com: Columbia GasI have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I will attach all emails and previous bills presented with what my family was billed and have paid from columbia gas company I was told the meter was not working properly for Feb 2017; however, they changed the bills for all months prior back-dating to October 2016...billed and paid - no information about ill-working equipment was said nor provided I provided our previous usuage from other residences (past two years), we have lived showing our usage during colder winter(s)weatherWe moved in this residence in August and our is totally different from the previous tentant! I submitted and will re-submit all proof that Columbia Gas is trying to over charge for usage they want us to pay based on those around us and the family prior to us I also have took pictures of the meter when I returned home after it was installedA picture for almost everyday showing our daily usage with the temperatures going up and down, ranging from to outsideI also want the calls pulls from all communication with their representatives and with managers and waiting on manager Angie to answer I also need to know why the changing of the usage amount vary from previous bill received 02/07/which varies from the letter and bill dated 02/20/--what was actually used was not answered from the complaint (See bills dated 02/07/17; 02/20/letter from Columbia 02/20/does not match their own previous sent records submitted) The bill dated 02/07/match what was billed by the company and paid timely according to the bills billedAgain, they are trying to charge us for their profit. Please see all attachments Regards,*** ***

Thank you for contacting Columbia Gas of Virginia regarding the above listed matter It is always our goal to rpovide the best possible service to our customers, and we take seriously any complaints we receive.
We have investigated **.***'s concernsAs a one-time courtesy, a credit of $will be credited to his account.
We sincerely hope to have resolved the concerns of **.*** Should you have questions or require additional information please do not hesitate to contact meSincerely,
*** ***

Thank you for contacting Columbia Gas of Virginia with regard to the concerns of **.***s It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receive We have investigated the matter Our investigation revealed that
on July 14, 2014, a Columbia Gas of Virginia service technician tested the gas line and, finding no leakage, turned on the meter, connecting service and putting the account in *** ***'s name On October 23, 2014, as a part of a federally mandated customer service line inspection, a Columbia Gas of Virginia technician found a leak on the outlet union, which is a connection on the customer's side of the meter The technician left a door tag on the customer's home, informing him of the leak and providing guidance on how to get the leak repaired, recommending getting a qualified plumber to test the lines and make the necessary repairs In addition, the door tag notified the customer that the company would return to the premises on November 10, to determine if the leak had been repaired and notified the customer that, if the leak had not been repaired by that time, the Company would need to interrupt service, for safety reasons, until the repair could be made On November 10, 2014, a technician returned to the premises and verified the repairs were made and no further action was needed. Please note that a leak can happen at any time and no leakage was found on July 14, 2014, when the gas service was initially placed in **.*** name Columbia Gas of Virginia followed all guidelines and in compliance with the federally madated customer service line inspection, reported the leak as soon as it was found by the customer. It is our sincerest hope to have satisfied the concerns of **.*** Should you have any questions or require additional information please do no hesitate to contact me. Sincerely, *** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Columbia Gas has since charged me the amount again due to their errorThey did not credit the correct account so therefor the money I paid was applied incorrectly and has left an outstanding balanceThey credited the amount to the new account and are not saying that I have to pay the amount againI have been on their budget payment for years now and this is not the issueThey are trying to collect on an old debt that was past the years statute of limitationsThey have linked teh accounts and now it is showing I owe the money againThe admitted they have made an error and therefor I should not be liable for their mistakes
Regards,
*** ***