Revdex.com, Dominion is already in contact with our customer regarding his request for reimbursement. Reimbursement is not yet determined but our customer has contact information for status updates. Customer Relations & Policy is working with our customer to insure...
prompt resolution. Sincerely, C. B[redacted]Customer Relations & Policy
Revdex.com:
After reviewing the response from Dominion Power I accept this resolution as satisfactory and thank the Revdex.com for their services in helping resolve this matter. Although most of the interaction with Dominion Power was difficult up to this point we are pleased they have agreed to this settlement and were transparent in their lack of documentation on our case. In regards to their statement that we should have received a Welcome Package and monthly summaries concerning the Green Power Program, I can 100% assure you that this never happened...so if this points to a clerical error or technical issue then we understand and don't hold Dominion Power in the wrong since they are correcting the situation with the refund. It just shouldn't take three phone calls, more than an hour on the phone, and a complaint to the Revdex.com to get to someone at Dominion Power that can address our concern. I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
Thank you for an opportunity to review the held deposit on this account. We agree the deposit can be refunded. A full refund in amount of $[redacted] will be mailed to the customer tomorrow.
Revdex.com,Review of the customer account indicates the customer entered into an arrangement 7/3/17 and satisfied the required down payment in order to activate that plan that same day. It does not appear, therefore, that further action is required.The customer can contact Customer...
Relations & Policy at 1-[redacted] if there are additional questions.Sincerely,C. B[redacted]Customer Relations & Policy Specialist I
June 17, 2016
Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further.
Dominion made telephone contact to the customer and
discussed her concern. The Company regrets the...
inconvenience and frustration
the customer experienced while attempting to handle this matter. Our investigation concluded
the customer is not responsible for the debt. Dominion has requested the
collection agency to update their records. Additionally, the Company will
ensure the customer’s excellent payment history is restored. The customer appears to be satisfied with the
Company’s resolution.
Again, thank you for allowing us the opportunity to address
this customer’s concern. If Customer
Relations may be of further assistance to you or the customer, please call us
at [redacted]
Sincerely,
September 3, 2015
Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate further.
Dominion has resolved the customer’s inquiry about service connection. The Company made telephone contact...
to the customer and clarified previous telephone conversations concerning account notifications. The customer appears to be satisfied with the Company’s position in this regard.
Again, thank you for allowing us the opportunity to address this customer’s concern. If Customer Relations may be of further assistance to you or the customer, please call us a[redacted]
Sincerely,
[redacted]
The court documents were emailed to Dominion Power yesterday. They have the proof of the name change!!!!!!!!!!!!!!!!! I would like something in writing that says the name on the account has been changed to [redacted].
Revdex.com,
Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
This customer is already participating in an active payment arrangement plan and as such, is not currently eligible for an extension on...
the payment due date.
Again, thank you for allowing us the opportunity to address our customer’s concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted]
Sincerely,
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. This will require the timely receipt of the checks in question. If the company does not perform as promised I can get back to you at: [email protected] also respectfully request that Dominion train its customer service staff in this type of transaction so that other people dealing with estates do not need to go through this. I was told by Mr. W[redacted] and one other representative (Raissa) that it was clear that I was asking for the check to be reissued in my father-in-laws name from the very beginning. There were a few staff that helped resolve this issue that should be recognized: Raissa in particular was able to solve this issue in one day. One the other hand, Ruth and David were very unhelpful. Ruth told me Dominion was not issuing refund checks without providing a solution leaving my situation in limbo. David hung up on me. Another staff, Ronisha, offered help but either she or Ruth lied when Ruth told me that Ronisha said that she had called to inform me that checks would not be issued. This did not happen.[redacted]
Regards,
[redacted]
Tell us why here...One of Dominion's core values is ethics and we certainly take serious an accusation that alleges discrimination for any reason. We would have no way of knowing any of the issues going on inside the home as stated in the Revdex.com complaint. Additionally, that type of information would have no impact on the credit review process to collect aged arrears.Service at this location was interrupted for nonpayment and the account is now closed. As a result, the account was referred to a collection agency in August 2014. Along with the outstanding debt sent to collections, one third of any deposit assessed needs to be paid before a new turn on request in this customer's name can be processed.
Thank you for the follow up information from our customer. Please see the breakdown below for further clarification of the charge in question. - December 31, 2014 - 3 month payment plan initiated by customer to pay down balance of $[redacted] - Down payment received which resulted in a credit balance on the payment plan portion of the bill. - January 6, 2015 - First monthly statement on payment plan reflected the credit balance forward and sent a bill for $0.00 due that month. - February 4, 2015 - Second monthly statement sent for $[redacted] due by February 26, 2015. - March 5, 2015 - No payment received for February statement which resulted in the payment plan breaking. The balance forward of $[redacted] included the third installment amount of $[redacted] from the payment plan set up on Dec 31, 2014 which is the reason the balance forward vs. the prior amount due of $[redacted] is $[redacted] greater. Our customer can view their bills on line at [redacted] using the Manage Your Account portal for further clarification. Should the customer have further questions please contact our Customer Care Center at 1-866-[redacted] or Customer Relations at 1-800-[redacted]. Sincerely,Dominion Customer Relations
Revdex.com spoke with the business. The customer has been in contact with the business and has been provided more information regarding the balance due at the location.
August
2, 2017
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further.
Dominion
Energy Customer Relations and Policy department made telephone contact to the
customer and...
discussed their concern. Our research and investigation confirmed
payments were made through [redacted] to a Dominion customer’s account
in which [redacted] assisted the same customer with an electric bill payment in
the past. Since Dominion serves as the
customer’s electric company only, and not an actual banking institution, we suggest
[redacted] either contact [redacted] or the customer directly to resolve this
payment issue. The number to [redacted]’s
Customer Support is [redacted]. We know this is not the answer the customer was
hoping to hear; however, we hope the customer understands Dominion’s position.
Again,
thank you for allowing us the opportunity to address the customer’s
concern. If Customer Relations and
Policy may be of further assistance to you or the customer, please call us at
[redacted].
Sincerely,
[redacted]
[redacted]
[redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. This customer’s payment was received after the communicated please pay by date. This customer did remit payment prior to the...
disconnection of service however this order was already scheduled and ultimately completed. Once the notice has expired, customers are advised to contact Dominion to confirm the required payment amount due for reconnection and to schedule reconnection of service. Once this customer did contact Dominion, reconnection of service was scheduled. Unfortunately, due to a planned system outage that evening, the automated process was unable to proceed. Manually intervention was attempted, and ultimately the reconnection was completed the next morning once the planned system outage was complete. Dominion’s Customer Relations department has attempted to contact this customer to discuss their concerns. Again, thank you for allowing us the opportunity to address this customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted]. Sincerely, [redacted]
Revdex.com,
Thank you for bringing our customer's concerns to our attention. Dominion's policies are listed below and all customers are required the same. This information was supplied to our customer, as he indicated in this communication.
A...
deposit will be required if:
· The customer has no previous credit history with Dominion Virginia Power
· The previous Dominion Virginia Power credit history was over 12 months ago
· The customer has previous unsatisfactory credit history within the last 12 months
· The customer did not have service long enough to establish satisfactory credit within the last 12 months
A deposit will be waived if:
· A Credit Reference letter from another electric or gas utility is supplied
· Verification of Active Duty Military status
Once satisfactory credit has been established for 12 months, the security deposit will be credited to the account with interest. Customers can also request to be refunded.
If our customer needs further information about lowering the installments he can call [redacted] to request the deposit broken into more installments. This will lessen the amount he will pay each month.
We trust this information will be satisfactory to our customer.
Thank you for bringing this customer’s response to our attention. We appreciate the opportunity to research and respond as necessary.
Unfortunately, because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer’s usage. On August 3, the customer contacted us and verified receipt of the July 10, 2015, meter test results. As a result, the customer understands it is not the meter causing the high bills and requested information to have an energy audit performed. We are reviewing our Contractor Network to provide the customer with a list of local contractors.
Again, thank you for allowing us the opportunity to respond to this customer’s concerns. If you have any additional questions, or if we can be of further assistance, please call us at [redacted]
Revdex.com,The debt in question has been extensively researched and findings presented to the customer. We found by reviewing phone recordings that the customer of record did in fact request the service for which the balance is being required. We mailed copies of the...
bill on August 7, 2017 per her request.A message was left for the customer also on August 7, 2017 to call for a payment arrangement. She has been given an extension until 5pm August 10, 2017 to make payment to avoid interruption of service as early as August 11, 2017.If our customer wishes to set up a payment plan in lieu of full payment she can call Customer Relations & Policy at [redacted].Sincerely,C. B[redacted]Customer Relations & Policy
This same complaint also filed with the [redacted]. Initial attempts to find and repair the faulted conductor were unsuccessful. Issue was recently repaired, cable was unusually deep. In this instance we fell far short of keeping the customer informed...
and in the timely repair of the faulted conductor.
Revdex.com, Dominion offers multiple options to make payment for electric services. There are options available to pay without fee. In the instance a check is returned, it is standard policy to restrict check payments for 12 months. For further information, out customer can...
Revdex.com, Dominion is already in contact with our customer regarding his request for reimbursement. Reimbursement is not yet determined but our customer has contact information for status updates. Customer Relations & Policy is working with our customer to insure...
prompt resolution. Sincerely, C. B[redacted]Customer Relations & Policy
Revdex.com:
After reviewing the response from Dominion Power I accept this resolution as satisfactory and thank the Revdex.com for their services in helping resolve this matter. Although most of the interaction with Dominion Power was difficult up to this point we are pleased they have agreed to this settlement and were transparent in their lack of documentation on our case. In regards to their statement that we should have received a Welcome Package and monthly summaries concerning the Green Power Program, I can 100% assure you that this never happened...so if this points to a clerical error or technical issue then we understand and don't hold Dominion Power in the wrong since they are correcting the situation with the refund. It just shouldn't take three phone calls, more than an hour on the phone, and a complaint to the Revdex.com to get to someone at Dominion Power that can address our concern. I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
Thank you for an opportunity to review the held deposit on this account. We agree the deposit can be refunded. A full refund in amount of $[redacted] will be mailed to the customer tomorrow.
Revdex.com,Review of the customer account indicates the customer entered into an arrangement 7/3/17 and satisfied the required down payment in order to activate that plan that same day. It does not appear, therefore, that further action is required.The customer can contact Customer...
Relations & Policy at 1-[redacted] if there are additional questions.Sincerely,C. B[redacted]Customer Relations & Policy Specialist I
June 17, 2016
Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further.
Dominion made telephone contact to the customer and
discussed her concern. The Company regrets the...
inconvenience and frustration
the customer experienced while attempting to handle this matter. Our investigation concluded
the customer is not responsible for the debt. Dominion has requested the
collection agency to update their records. Additionally, the Company will
ensure the customer’s excellent payment history is restored. The customer appears to be satisfied with the
Company’s resolution.
Again, thank you for allowing us the opportunity to address
this customer’s concern. If Customer
Relations may be of further assistance to you or the customer, please call us
at [redacted]
Sincerely,
Greg W[redacted] [redacted]
September 3, 2015
Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate further.
Dominion has resolved the customer’s inquiry about service connection. The Company made telephone contact...
to the customer and clarified previous telephone conversations concerning account notifications. The customer appears to be satisfied with the Company’s position in this regard.
Again, thank you for allowing us the opportunity to address this customer’s concern. If Customer Relations may be of further assistance to you or the customer, please call us a[redacted]
Sincerely,
[redacted]
The court documents were emailed to Dominion Power yesterday. They have the proof of the name change!!!!!!!!!!!!!!!!! I would like something in writing that says the name on the account has been changed to [redacted].
Revdex.com,
Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
This customer is already participating in an active payment arrangement plan and as such, is not currently eligible for an extension on...
the payment due date.
Again, thank you for allowing us the opportunity to address our customer’s concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted]
Sincerely,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. This will require the timely receipt of the checks in question. If the company does not perform as promised I can get back to you at: [email protected] also respectfully request that Dominion train its customer service staff in this type of transaction so that other people dealing with estates do not need to go through this. I was told by Mr. W[redacted] and one other representative (Raissa) that it was clear that I was asking for the check to be reissued in my father-in-laws name from the very beginning. There were a few staff that helped resolve this issue that should be recognized: Raissa in particular was able to solve this issue in one day. One the other hand, Ruth and David were very unhelpful. Ruth told me Dominion was not issuing refund checks without providing a solution leaving my situation in limbo. David hung up on me. Another staff, Ronisha, offered help but either she or Ruth lied when Ruth told me that Ronisha said that she had called to inform me that checks would not be issued. This did not happen.[redacted]
Regards,
[redacted]
Tell us why here...One of Dominion's core values is ethics and we certainly take serious an accusation that alleges discrimination for any reason. We would have no way of knowing any of the issues going on inside the home as stated in the Revdex.com complaint. Additionally, that type of information would have no impact on the credit review process to collect aged arrears.Service at this location was interrupted for nonpayment and the account is now closed. As a result, the account was referred to a collection agency in August 2014. Along with the outstanding debt sent to collections, one third of any deposit assessed needs to be paid before a new turn on request in this customer's name can be processed.
Thank you for the follow up information from our customer. Please see the breakdown below for further clarification of the charge in question. - December 31, 2014 - 3 month payment plan initiated by customer to pay down balance of $[redacted] - Down payment received which resulted in a credit balance on the payment plan portion of the bill. - January 6, 2015 - First monthly statement on payment plan reflected the credit balance forward and sent a bill for $0.00 due that month. - February 4, 2015 - Second monthly statement sent for $[redacted] due by February 26, 2015. - March 5, 2015 - No payment received for February statement which resulted in the payment plan breaking. The balance forward of $[redacted] included the third installment amount of $[redacted] from the payment plan set up on Dec 31, 2014 which is the reason the balance forward vs. the prior amount due of $[redacted] is $[redacted] greater. Our customer can view their bills on line at [redacted] using the Manage Your Account portal for further clarification. Should the customer have further questions please contact our Customer Care Center at 1-866-[redacted] or Customer Relations at 1-800-[redacted]. Sincerely,Dominion Customer Relations
The meter was tested on 5/4/15. Test results previously sent to Revdex.com and State Corporation Commission.
Revdex.com spoke with the business. The customer has been in contact with the business and has been provided more information regarding the balance due at the location.
August
2, 2017
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further.
Dominion
Energy Customer Relations and Policy department made telephone contact to the
customer and...
discussed their concern. Our research and investigation confirmed
payments were made through [redacted] to a Dominion customer’s account
in which [redacted] assisted the same customer with an electric bill payment in
the past. Since Dominion serves as the
customer’s electric company only, and not an actual banking institution, we suggest
[redacted] either contact [redacted] or the customer directly to resolve this
payment issue. The number to [redacted]’s
Customer Support is [redacted]. We know this is not the answer the customer was
hoping to hear; however, we hope the customer understands Dominion’s position.
Again,
thank you for allowing us the opportunity to address the customer’s
concern. If Customer Relations and
Policy may be of further assistance to you or the customer, please call us at
[redacted].
Sincerely,
[redacted]
[redacted]
[redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. This customer’s payment was received after the communicated please pay by date. This customer did remit payment prior to the...
disconnection of service however this order was already scheduled and ultimately completed. Once the notice has expired, customers are advised to contact Dominion to confirm the required payment amount due for reconnection and to schedule reconnection of service. Once this customer did contact Dominion, reconnection of service was scheduled. Unfortunately, due to a planned system outage that evening, the automated process was unable to proceed. Manually intervention was attempted, and ultimately the reconnection was completed the next morning once the planned system outage was complete. Dominion’s Customer Relations department has attempted to contact this customer to discuss their concerns. Again, thank you for allowing us the opportunity to address this customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted]. Sincerely, [redacted]
Revdex.com,
Thank you for bringing our customer's concerns to our attention. Dominion's policies are listed below and all customers are required the same. This information was supplied to our customer, as he indicated in this communication.
A...
deposit will be required if:
· The customer has no previous credit history with Dominion Virginia Power
· The previous Dominion Virginia Power credit history was over 12 months ago
· The customer has previous unsatisfactory credit history within the last 12 months
· The customer did not have service long enough to establish satisfactory credit within the last 12 months
A deposit will be waived if:
· A Credit Reference letter from another electric or gas utility is supplied
· Verification of Active Duty Military status
Once satisfactory credit has been established for 12 months, the security deposit will be credited to the account with interest. Customers can also request to be refunded.
If our customer needs further information about lowering the installments he can call [redacted] to request the deposit broken into more installments. This will lessen the amount he will pay each month.
We trust this information will be satisfactory to our customer.
Sincerely,
Dominion Customer Relations & Policy
Revdex.com,
Thank you for bringing this customer’s response to our attention. We appreciate the opportunity to research and respond as necessary.
Unfortunately, because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer’s usage. On August 3, the customer contacted us and verified receipt of the July 10, 2015, meter test results. As a result, the customer understands it is not the meter causing the high bills and requested information to have an energy audit performed. We are reviewing our Contractor Network to provide the customer with a list of local contractors.
Again, thank you for allowing us the opportunity to respond to this customer’s concerns. If you have any additional questions, or if we can be of further assistance, please call us at [redacted]
Sincerely,
[redacted]
Revdex.com,The debt in question has been extensively researched and findings presented to the customer. We found by reviewing phone recordings that the customer of record did in fact request the service for which the balance is being required. We mailed copies of the...
bill on August 7, 2017 per her request.A message was left for the customer also on August 7, 2017 to call for a payment arrangement. She has been given an extension until 5pm August 10, 2017 to make payment to avoid interruption of service as early as August 11, 2017.If our customer wishes to set up a payment plan in lieu of full payment she can call Customer Relations & Policy at [redacted].Sincerely,C. B[redacted]Customer Relations & Policy
This same complaint also filed with the [redacted]. Initial attempts to find and repair the faulted conductor were unsuccessful. Issue was recently repaired, cable was unusually deep. In this instance we fell far short of keeping the customer informed...
and in the timely repair of the faulted conductor.
Revdex.com, Dominion offers multiple options to make payment for electric services. There are options available to pay without fee. In the instance a check is returned, it is standard policy to restrict check payments for 12 months. For further information, out customer can...
contact Customer Relations & Policy at 1-800-938-2118. Sincerely, Customer Relations & Policy