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, although I had to borrow the money and I'm now responsible for paying that person back. I should not be locked out of payment extensions due to a broken/cancelled arrangement. Stuff happens all the time that makes someone unable to pay a bill on time.If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Your response is not specific to my concern of 999 kWh being read/billed for March billing cycle. The unit was vacant. Please provide more details, i.e., meter read dates and billing cycles for the following months: January 2016 February 2016March 2016April 2016 ...⇄ />
Regards,
[redacted]
Revdex.com, Our meter records the usage and the customer is billed accordingly. In this customers' case the meter had not been tested within the last 2 years so we performed a test on Feb. 2nd. The meter was found to be operating within guidelines as established by the [redacted]...
[redacted]. Ms. [redacted] bills were tabulated from actual readings not estimates. Therefore, no adjustment is warranted.We reached out to Ms. [redacted] on Feb. 1st and requested by voicemail that she call us so we can discuss her concerns. We have not yet received a call from her. We will also reach out to her by letter with the results of the meter test.If Ms. [redacted] wishes to further voice her concerns she can call Customer Relations & Policy at [redacted]C. B[redacted] - Dominion Customer Relations & Policy
Thank you for bringing our customers concern to our attention. We have spoken with the customer and initiated a suitable payment plan to pay down the balance. Customer agreed to the terms and thanked us for our assistance. Mr. B[redacted]Customer Relations & Policy
$**. of the current bill is for account start up. We tested the meter as a result of the Revdex.com complaint on 1/3/18. By our filing with the State of [redacted] the the meter must test within +/- 2% of [redacted]% to be considered accurate.
Test results
Light Load [redacted]%
Full...
Load [redacted]%
Weighted Average [redacted]%
The meter did pass the accuracy test as required by the [redacted]. The transmitter was working correctly. Start up read was verified as well, no estimated readings. Bill previously rendered is correct.
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. As a result of this customer’s inquiry directly to Dominion, a high bill investigation was requested. The investigation was...
in the process of being scheduled when this inquiry was received from the Revdex.com. Dominion has since successfully scheduled and completed an onsite high bill investigation with the customer present. The results of that investigation revealed that the customer’s meter readings and usage were inline. Dominion’s Service Investigator discussed energy saving tips with the customer and the recent extreme cold temperatures and their effect on auxiliary heat as it relates to heat pumps. Ultimately no error, malfunction, or billing discrepancy was discovered. If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-[redacted]. Sincerely, Daniel G[redacted] Dominion Energy Virginia Customer Relations & Policy
Revdex.com,Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.We understand the frustration our customers experience when power is interrupted. We sincerely regret the inconvenience this outage caused you...
and the difficulty you encountered when attempting to reach Dominion. To report outages please contact Dominion by calling [redacted]. You can also report power outages online at [redacted] by clicking on the “Report and Check Outages” tab.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,Daniel G[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did contact Dominion to cancel my service PRIOR to me moving. Secondly, the day I filed this complaint with the Revdex.com, I contacted Dominion about my bill and once again requested they terminate the service because I was not living at the residence since 29 April 2017. I was assured by the manager that the service would be cut off. However, Dominion just stated in their reply to the Revdex.com that I need to contact them to cut off service. How many times am I expected to contact them and tell them out right to cut off my service?!!!! They continue to deny that I contacted them to cut it off every single time, but every time I call them, I am assured it will be shut off. I will NOT contact them again to tell them something I have already told them numerous times before. I have done my part as a customer to not only pay my bills when I did have service, but also to notify them that I was moving so that my service could be shut off. It is now no longer on me to do anything else. It is now up to Dominion to stop being unprofessional and irresponsible and just do what they assured me they'd do a long time ago, grant my request to cut off the service and stop trying to charge me for something I did not ask for nor did I use. I will not be held responsible for charges due to their (Dominion's) lack of communication on their part and incompetence when it comes to closing accounts. They've done this to numerous customers and it is just not acceptable!!! They need to be honest and do right by their customers, point blank period!
Regards,
[redacted]
March 16, 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 high bill concerns. After listening carefully...
to the customer, the
Company suggested to use our recommended thermostat settings for the winter (68
degrees) and summer (78 degrees) to conserve energy use. Additionally, the
Company ordered an on-site meter test for the customer to ensure the meter used
to bill the customer is functioning properly. After the onsite meter test is
scheduled, performed, and completed, Dominion will mail the official meter test
results to the customer.
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 1-800-938-2118.
Sincerely,
Greg W[redacted]
Dominion Virginia Power
Customer Relations & Policy
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is just repeating exactly what was told to me over the phone. They already collected a deposit for when I was a customer in 2009. No further deposit should be required. I have offered to provide details of good payment history (but not from a utility company). That detail should show Dominion that I am a reputable customer but as you can see - Dominion refuses to accept reasonable documentation to waive the fee.Please inform Dominion that I REFUSE to pay this fee and WILL continue to escalate this unless it is immediately and amicably resolved.
Regards,
[redacted]
Dear Revdex.com, Thank you for bringing our customer’s concerns to our attention. The meter installed at this service location is equipped with an Encoder Receiver Transmitter (ERT). The ERT allows us to read our meter remotely while driving through an area in a...
specially-equipped van. Our records indicate we received notification from the customer about a potential issue with our metering equipment on July 29, 2016. As a result, we created a service order to inspect the meter. We discovered the dials on the meter were correctly recording the actual usage but the ERT had stopped transmitting the meter data on August 2, 2016. We completed a meter exchange order to remove to install a new meter and removed the old meter. Our representative obtained a “visual” meter dial reading of 40942 from the old meter and the ERT reading of 35951. In this instance, this is not a non-recording meter situation since the actual meter continued to correctly record actual usage, but the ERT was not relaying the meter data correctly. We were able to determine the ERT stopped transmitting data on April 21, 2016. The electric service account was re-billed for the usage from April 21, 2016 to August 19, 2016 on September 1, 2016. When an account is undercharged the Company will re-bill the customer for the usage up to 150 days in accordance with our Terms and Conditions filed with the Virginia State Corporation Commission. We regret any misunderstanding between the customer and our associates. In view of our findings, no billing or credit adjustments are warranted. 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 further assistance, please call us at [redacted] Sincerely, Ms. K. C[redacted] Dominion Customer Relations & Policy Specialist
Customer: [redacted]
The shareholder complaint is unfounded. Her mail and sale checks have been returned by the post office as undeliverable. We have asked for a better address numerous times to no avail. This shareholder is currently under investigation by Dominion’s...
Security Team regarding the many emails she has sent to our office and phone calls containing hate speak and racist comments. Dominion will not allow a shareholder to speak to our representatives in this manner. Until she provides an address other than the one on our records, [redacted], we cannot mail a replacement sale check. We look forward to getting this issue resolved. Sincerely, [redacted]
Revdex.com, Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate further. We certainly understand the customer’s concerns as no one wants to pay for more electricity than they feel they have used. ...
Therefore, upon receipt of this request the account was thoroughly reviewed to assure billing accuracy. When Dominion Energy is contacted regarding high bills, we attempt to help explain the usage. However, we are not always able to do so due to a variety of factors. Some of the key factors to consider when comparing electric bills are the number of days in the billing cycle, rates, and the average daily temperature during the time period in question. In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heating and cooling. This is because the heating/air conditioning unit and the water heater combined, account for almost **% of the monthly billing in a home. This is the case whether the home is occupied or not. As a result, a customer’s annual billing will increase drastically in the winter and summer when the unit is utilized the most. The billing decreases accordingly in the fall & spring as the appliance that uses the most energy is running less frequently or not at all. Based on our investigation, the meter readings for the billing period in question are accurate. The usage is lower during the fall season and increases accordingly during the winter months. This past winter was the coldest on record with temperatures at or below freezing during the majority of the customer’s January billing period. The heat source in the home set to 62 degrees (by admission of the customer) would mean that the heating unit was running more frequently during the day and night in order to retain the temperature set in the home. The month prior, which only includes some of the winter season, reflects an average daily usage of ** KWH. The month in question peaked at an average daily usage of [redacted] KWH. The following month was already showing a decrease, reflecting an average daily usage of ** KWH when the account was closed. Upon review of the customer’s claim request, it was investigated and verified that there was no evidence that Dominion Energy caused an interruption during the time in question. Per our company terms and conditions, the Company will use reasonable efforts to provide Electric Service that is reliable, but the Company does not undertake to guarantee that interruption will not occur. Therefore, should Electric Service fail due to any reason other than a Dominion Energy error, the Company shall not be liable for such failure, interruption or defect. Because no negligence exists on the part of Dominion Energy, we will respectfully not be able to honor the claim. We trust our explanation is satisfactory to the customer.If you have any questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-938-2118.Sincerely,Troy N[redacted]Dominion EnergyCustomer Relations & Policy.
Revdex.com, Thank you for your letter concerning this customer. Our records show the same customer contacted the [redacted] on 01/04/17 regarding the same issue. The customer’s total balance, at the time of contact to the [redacted] was $[redacted]. On...
01/04/17, the Company offered to lower the customer’s down payment from $[redacted] to $[redacted] to be paid by 01/11/17, followed by an eight-month installment plan. The customer confirmed this agreement with the [redacted], but failed to keep the arrangement as agreed. Since the customer’s most recent bill generated on 1/11/17, the bill balance has increased to $[redacted]. To date, the Company has not received a payment for rendered services. A current review of the customer’s account revealed another customer has applied for service at the residence. If Customer Relations may be of any additional assistance to you or the customer, please call us at [redacted] Sincerely, Greg W[redacted]Customer Relations & Policy Associate
The customer reached out to Revdex.com and stated that the power has been cut off because the bills have not been paid. The customer has been requesting a payment plan but no one from the business has responded. The bill shave increased due to issues with the maintenance of the building the customer lives...
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond. The Customer Relations & Policy Department previously attempted to assist this customer with their concerns regarding high bills. ...
Dominion certainly understands their concerns as no one wants to pay for more electricity than they feel they have used. Therefore, after they contacted Dominion their account was thoroughly reviewed to assure billing accuracy. When customers contact us regarding high bills, we attempt to help explain the usage. However, we are not always able to do so due to a variety of factors. Some of the key factors to consider when comparing electric bills are the number of days in the billing cycle, rates, and the average daily temperature during the time period in question. In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heating. Additionally, our investigation did not reveal any information that would indicate this account has been billed incorrectly. However, to ensure the meter serving this home was recording accurately we performed a meter test on April 18, 2016 which confirmed the meter was recording properly. These results were communicated to the customer via a door tag left at their residence and by Customer Relations via telephone on May 5, 2016. In addition to this conversation Customer Relations attempted to contact the customer several times via telephone and email requesting a return call to our department to discuss their concerns but never received a response. The bill referenced by the customer is comprised of a running balance that has accumulated over several months and is not the result of an abnormally high monthly bill. 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, Daniel G[redacted]Customer Relations & Policy SpecialistDominion Energy Virginia/ Dominion Energy North Carolina
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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,
[redacted]
I haven't done anything to them. They have been harassing me and theyneed to have a top level manager for shareholders intervene. Theseppl are Lying. They have Not gotten back to my messages, and theyMaliciously did this to cost me money. Something wrong with thosepeople.I sent them a Fax in January 2014 to sell shares and with a specificaddress and they sent it to the wrong address. I have a copy of thefax and so do they. They are Incompetent. They also sent my Taxforms to the wrong address. I have reported their Incompetence andAbuse to other agencies and will Continue to. They are Keeping theChecks without my permission. The shares they were told to send thisyear they need to put back in as they have DELIBERATELY ANDMALICIOUSLY AND REPEATEDLY REFUSED to address my concerns in a timelyfashion. I have the Evidence to prove this. The fact that theyfalsely accuse me of supposedly using racism or hate speech gives memore information about THEM and why they are Harassing me and notgetting back to my messages and deliberately handling thingsimproperly. Now I know why they are motivated to do this, they aretelling you more about THEM, not me. They're crazy!!! I haven't doneanything to them. And they've just explained to me why they'vedeliberately, repeatedly and maliciously NOT responded to my messages,why they are unable to perform the basic functions of their job, andwhy they have targeted me for false accusations. They are telling youmore about themselves. They are targeting me becausea) I have raised Legitimate concernsb) they are falsely accusing me of doing what THEY'RE doing, whichshows what their Intent and Motivation is for Abusing me.There you have itThey just admitted they've deliberately mishandled my money becausethey're racists.WowLike I said other agencies are investigating them.What theyre doing is Illegal.I will also Continue to alert media outlets to their bizarre behavior.Why can't they just stick to the business side of things.Why are they putting all these cards into the equation that don't exist.All they do is perform the basic functions of their job.Their mistakes have cost me time and money.They need to be accountable for their Abuse and Incompetence.
October 20, 2015
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 CBE Group Collections
Agency and requested to cease mailing collection...
correspondence to the customer
immediately. The original customer of
the debt provided the other customer’s address for bill forwarding which
prompted the issue. Dominion sends a
sincere apology to the customer for any frustration and inconvenience this
issue may have caused.
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,
[redacted]
[redacted]
[redacted]
[redacted] 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 high bill...
concerns. We shared Energy Saving Tips with the customer and suggested visiting our website at www.dominionenergy.com for even more “saving tips” information. Additionally, Dominion Energy scheduled to conduct an on-site meter test for the customer and allow the customer the opportunity to witness the meter test. The meter test should be completed during the week of [redacted]. The Company will send the results of the on-site meter test to the customer by official correspondence. 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]
Revdex.com,
Thank you for bringing this customer’s
concerns to our attention. We appreciate the opportunity to research and
respond.
Our research revealed we have an active Owner’s Agreement on
file with [redacted] [redacted] for five different...
service
addresses. Every time an individual service
address is transferred from one applicant to another, a closing bill is
rendered and a new account number is initiated.
Hence, there is no designated “master” account number.
According to our records, the owner requested to turn on the
electric service at [redacted] on June 30, 2015. Subsequently, on August 31, 2015, the owner
requested to turn on the electric service at [redacted]. We mailed the final bill for the electric
service account at [redacted] to the service address, the only
address available to us on August 17, 2015.
On October 2, 2015, after several months in which payment was not
received, our only recourse to prevent further collection action was to
transfer the unpaid balance ([redacted]) to another active account
([redacted]) with the same Federal Tax Identification Number (FTIN).
We confirmed the FTIN for both electric
accounts belong to [redacted] [redacted] our customer of record.
We strongly encourage the customer to update the agreement
to include all service locations and alternate mailing addresses impacted. The agreement we have on file protects the
property owner/agent from any missed correspondence. Based on our policy no
billing adjustments are warranted, at this time.
We regret any inconvenience and
frustration this matter may have caused.
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 further assistance, please call us at
[redacted].
Sincerely,
[redacted] [redacted]
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, although I had to borrow the money and I'm now responsible for paying that person back. I should not be locked out of payment extensions due to a broken/cancelled arrangement. Stuff happens all the time that makes someone unable to pay a bill on time.If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Your response is not specific to my concern of 999 kWh being read/billed for March billing cycle. The unit was vacant. Please provide more details, i.e., meter read dates and billing cycles for the following months: January 2016 February 2016March 2016April 2016 ...⇄ /> Regards,
[redacted]
Revdex.com, Our meter records the usage and the customer is billed accordingly. In this customers' case the meter had not been tested within the last 2 years so we performed a test on Feb. 2nd. The meter was found to be operating within guidelines as established by the [redacted]...
[redacted]. Ms. [redacted] bills were tabulated from actual readings not estimates. Therefore, no adjustment is warranted.We reached out to Ms. [redacted] on Feb. 1st and requested by voicemail that she call us so we can discuss her concerns. We have not yet received a call from her. We will also reach out to her by letter with the results of the meter test.If Ms. [redacted] wishes to further voice her concerns she can call Customer Relations & Policy at [redacted]C. B[redacted] - Dominion Customer Relations & Policy
Thank you for bringing our customers concern to our attention. We have spoken with the customer and initiated a suitable payment plan to pay down the balance. Customer agreed to the terms and thanked us for our assistance. Mr. B[redacted]Customer Relations & Policy
$**. of the current bill is for account start up. We tested the meter as a result of the Revdex.com complaint on 1/3/18. By our filing with the State of [redacted] the the meter must test within +/- 2% of [redacted]% to be considered accurate.
Test results
Light Load [redacted]%
Full...
Load [redacted]%
Weighted Average [redacted]%
The meter did pass the accuracy test as required by the [redacted]. The transmitter was working correctly. Start up read was verified as well, no estimated readings. Bill previously rendered is correct.
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. As a result of this customer’s inquiry directly to Dominion, a high bill investigation was requested. The investigation was...
in the process of being scheduled when this inquiry was received from the Revdex.com. Dominion has since successfully scheduled and completed an onsite high bill investigation with the customer present. The results of that investigation revealed that the customer’s meter readings and usage were inline. Dominion’s Service Investigator discussed energy saving tips with the customer and the recent extreme cold temperatures and their effect on auxiliary heat as it relates to heat pumps. Ultimately no error, malfunction, or billing discrepancy was discovered. If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-[redacted]. Sincerely, Daniel G[redacted] Dominion Energy Virginia Customer Relations & Policy
Revdex.com,Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.We understand the frustration our customers experience when power is interrupted. We sincerely regret the inconvenience this outage caused you...
and the difficulty you encountered when attempting to reach Dominion. To report outages please contact Dominion by calling [redacted]. You can also report power outages online at [redacted] by clicking on the “Report and Check Outages” tab.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,Daniel G[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did contact Dominion to cancel my service PRIOR to me moving. Secondly, the day I filed this complaint with the Revdex.com, I contacted Dominion about my bill and once again requested they terminate the service because I was not living at the residence since 29 April 2017. I was assured by the manager that the service would be cut off. However, Dominion just stated in their reply to the Revdex.com that I need to contact them to cut off service. How many times am I expected to contact them and tell them out right to cut off my service?!!!! They continue to deny that I contacted them to cut it off every single time, but every time I call them, I am assured it will be shut off. I will NOT contact them again to tell them something I have already told them numerous times before. I have done my part as a customer to not only pay my bills when I did have service, but also to notify them that I was moving so that my service could be shut off. It is now no longer on me to do anything else. It is now up to Dominion to stop being unprofessional and irresponsible and just do what they assured me they'd do a long time ago, grant my request to cut off the service and stop trying to charge me for something I did not ask for nor did I use. I will not be held responsible for charges due to their (Dominion's) lack of communication on their part and incompetence when it comes to closing accounts. They've done this to numerous customers and it is just not acceptable!!! They need to be honest and do right by their customers, point blank period!
Regards,
[redacted]
March 16, 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 high bill concerns. After listening carefully...
to the customer, the
Company suggested to use our recommended thermostat settings for the winter (68
degrees) and summer (78 degrees) to conserve energy use. Additionally, the
Company ordered an on-site meter test for the customer to ensure the meter used
to bill the customer is functioning properly. After the onsite meter test is
scheduled, performed, and completed, Dominion will mail the official meter test
results to the customer.
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 1-800-938-2118.
Sincerely,
Greg W[redacted]
Dominion Virginia Power
Customer Relations & Policy
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is just repeating exactly what was told to me over the phone. They already collected a deposit for when I was a customer in 2009. No further deposit should be required. I have offered to provide details of good payment history (but not from a utility company). That detail should show Dominion that I am a reputable customer but as you can see - Dominion refuses to accept reasonable documentation to waive the fee.Please inform Dominion that I REFUSE to pay this fee and WILL continue to escalate this unless it is immediately and amicably resolved.
Regards,
[redacted]
Dear Revdex.com, Thank you for bringing our customer’s concerns to our attention. The meter installed at this service location is equipped with an Encoder Receiver Transmitter (ERT). The ERT allows us to read our meter remotely while driving through an area in a...
specially-equipped van. Our records indicate we received notification from the customer about a potential issue with our metering equipment on July 29, 2016. As a result, we created a service order to inspect the meter. We discovered the dials on the meter were correctly recording the actual usage but the ERT had stopped transmitting the meter data on August 2, 2016. We completed a meter exchange order to remove to install a new meter and removed the old meter. Our representative obtained a “visual” meter dial reading of 40942 from the old meter and the ERT reading of 35951. In this instance, this is not a non-recording meter situation since the actual meter continued to correctly record actual usage, but the ERT was not relaying the meter data correctly. We were able to determine the ERT stopped transmitting data on April 21, 2016. The electric service account was re-billed for the usage from April 21, 2016 to August 19, 2016 on September 1, 2016. When an account is undercharged the Company will re-bill the customer for the usage up to 150 days in accordance with our Terms and Conditions filed with the Virginia State Corporation Commission. We regret any misunderstanding between the customer and our associates. In view of our findings, no billing or credit adjustments are warranted. 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 further assistance, please call us at [redacted] Sincerely, Ms. K. C[redacted] Dominion Customer Relations & Policy Specialist
Customer: [redacted]
The shareholder complaint is unfounded. Her mail and sale checks have been returned by the post office as undeliverable. We have asked for a better address numerous times to no avail. This shareholder is currently under investigation by Dominion’s...
Security Team regarding the many emails she has sent to our office and phone calls containing hate speak and racist comments. Dominion will not allow a shareholder to speak to our representatives in this manner. Until she provides an address other than the one on our records, [redacted], we cannot mail a replacement sale check. We look forward to getting this issue resolved. Sincerely, [redacted]
Revdex.com, Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate further. We certainly understand the customer’s concerns as no one wants to pay for more electricity than they feel they have used. ...
Therefore, upon receipt of this request the account was thoroughly reviewed to assure billing accuracy. When Dominion Energy is contacted regarding high bills, we attempt to help explain the usage. However, we are not always able to do so due to a variety of factors. Some of the key factors to consider when comparing electric bills are the number of days in the billing cycle, rates, and the average daily temperature during the time period in question. In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heating and cooling. This is because the heating/air conditioning unit and the water heater combined, account for almost **% of the monthly billing in a home. This is the case whether the home is occupied or not. As a result, a customer’s annual billing will increase drastically in the winter and summer when the unit is utilized the most. The billing decreases accordingly in the fall & spring as the appliance that uses the most energy is running less frequently or not at all. Based on our investigation, the meter readings for the billing period in question are accurate. The usage is lower during the fall season and increases accordingly during the winter months. This past winter was the coldest on record with temperatures at or below freezing during the majority of the customer’s January billing period. The heat source in the home set to 62 degrees (by admission of the customer) would mean that the heating unit was running more frequently during the day and night in order to retain the temperature set in the home. The month prior, which only includes some of the winter season, reflects an average daily usage of ** KWH. The month in question peaked at an average daily usage of [redacted] KWH. The following month was already showing a decrease, reflecting an average daily usage of ** KWH when the account was closed. Upon review of the customer’s claim request, it was investigated and verified that there was no evidence that Dominion Energy caused an interruption during the time in question. Per our company terms and conditions, the Company will use reasonable efforts to provide Electric Service that is reliable, but the Company does not undertake to guarantee that interruption will not occur. Therefore, should Electric Service fail due to any reason other than a Dominion Energy error, the Company shall not be liable for such failure, interruption or defect. Because no negligence exists on the part of Dominion Energy, we will respectfully not be able to honor the claim. We trust our explanation is satisfactory to the customer.If you have any questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-938-2118.Sincerely,Troy N[redacted]Dominion EnergyCustomer Relations & Policy.
Revdex.com, Thank you for your letter concerning this customer. Our records show the same customer contacted the [redacted] on 01/04/17 regarding the same issue. The customer’s total balance, at the time of contact to the [redacted] was $[redacted]. On...
01/04/17, the Company offered to lower the customer’s down payment from $[redacted] to $[redacted] to be paid by 01/11/17, followed by an eight-month installment plan. The customer confirmed this agreement with the [redacted], but failed to keep the arrangement as agreed. Since the customer’s most recent bill generated on 1/11/17, the bill balance has increased to $[redacted]. To date, the Company has not received a payment for rendered services. A current review of the customer’s account revealed another customer has applied for service at the residence. If Customer Relations may be of any additional assistance to you or the customer, please call us at [redacted] Sincerely, Greg W[redacted]Customer Relations & Policy Associate
The customer reached out to Revdex.com and stated that the power has been cut off because the bills have not been paid. The customer has been requesting a payment plan but no one from the business has responded. The bill shave increased due to issues with the maintenance of the building the customer lives...
in and not to issues caused by the customer.
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond. The Customer Relations & Policy Department previously attempted to assist this customer with their concerns regarding high bills. ...
Dominion certainly understands their concerns as no one wants to pay for more electricity than they feel they have used. Therefore, after they contacted Dominion their account was thoroughly reviewed to assure billing accuracy. When customers contact us regarding high bills, we attempt to help explain the usage. However, we are not always able to do so due to a variety of factors. Some of the key factors to consider when comparing electric bills are the number of days in the billing cycle, rates, and the average daily temperature during the time period in question. In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heating. Additionally, our investigation did not reveal any information that would indicate this account has been billed incorrectly. However, to ensure the meter serving this home was recording accurately we performed a meter test on April 18, 2016 which confirmed the meter was recording properly. These results were communicated to the customer via a door tag left at their residence and by Customer Relations via telephone on May 5, 2016. In addition to this conversation Customer Relations attempted to contact the customer several times via telephone and email requesting a return call to our department to discuss their concerns but never received a response. The bill referenced by the customer is comprised of a running balance that has accumulated over several months and is not the result of an abnormally high monthly bill. 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, Daniel G[redacted]Customer Relations & Policy SpecialistDominion Energy Virginia/ Dominion Energy North Carolina
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], 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,
[redacted]
I haven't done anything to them. They have been harassing me and theyneed to have a top level manager for shareholders intervene. Theseppl are Lying. They have Not gotten back to my messages, and theyMaliciously did this to cost me money. Something wrong with thosepeople.I sent them a Fax in January 2014 to sell shares and with a specificaddress and they sent it to the wrong address. I have a copy of thefax and so do they. They are Incompetent. They also sent my Taxforms to the wrong address. I have reported their Incompetence andAbuse to other agencies and will Continue to. They are Keeping theChecks without my permission. The shares they were told to send thisyear they need to put back in as they have DELIBERATELY ANDMALICIOUSLY AND REPEATEDLY REFUSED to address my concerns in a timelyfashion. I have the Evidence to prove this. The fact that theyfalsely accuse me of supposedly using racism or hate speech gives memore information about THEM and why they are Harassing me and notgetting back to my messages and deliberately handling thingsimproperly. Now I know why they are motivated to do this, they aretelling you more about THEM, not me. They're crazy!!! I haven't doneanything to them. And they've just explained to me why they'vedeliberately, repeatedly and maliciously NOT responded to my messages,why they are unable to perform the basic functions of their job, andwhy they have targeted me for false accusations. They are telling youmore about themselves. They are targeting me becausea) I have raised Legitimate concernsb) they are falsely accusing me of doing what THEY'RE doing, whichshows what their Intent and Motivation is for Abusing me.There you have itThey just admitted they've deliberately mishandled my money becausethey're racists.WowLike I said other agencies are investigating them.What theyre doing is Illegal.I will also Continue to alert media outlets to their bizarre behavior.Why can't they just stick to the business side of things.Why are they putting all these cards into the equation that don't exist.All they do is perform the basic functions of their job.Their mistakes have cost me time and money.They need to be accountable for their Abuse and Incompetence.
October 20, 2015
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 CBE Group Collections
Agency and requested to cease mailing collection...
correspondence to the customer
immediately. The original customer of
the debt provided the other customer’s address for bill forwarding which
prompted the issue. Dominion sends a
sincere apology to the customer for any frustration and inconvenience this
issue may have caused.
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,
[redacted]
[redacted]
[redacted]
[redacted] 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 high bill...
concerns. We shared Energy Saving Tips with the customer and suggested visiting our website at www.dominionenergy.com for even more “saving tips” information. Additionally, Dominion Energy scheduled to conduct an on-site meter test for the customer and allow the customer the opportunity to witness the meter test. The meter test should be completed during the week of [redacted]. The Company will send the results of the on-site meter test to the customer by official correspondence. 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]
Revdex.com,
Thank you for bringing this customer’s
concerns to our attention. We appreciate the opportunity to research and
respond.
Our research revealed we have an active Owner’s Agreement on
file with [redacted] [redacted] for five different...
service
addresses. Every time an individual service
address is transferred from one applicant to another, a closing bill is
rendered and a new account number is initiated.
Hence, there is no designated “master” account number.
According to our records, the owner requested to turn on the
electric service at [redacted] on June 30, 2015. Subsequently, on August 31, 2015, the owner
requested to turn on the electric service at [redacted]. We mailed the final bill for the electric
service account at [redacted] to the service address, the only
address available to us on August 17, 2015.
On October 2, 2015, after several months in which payment was not
received, our only recourse to prevent further collection action was to
transfer the unpaid balance ([redacted]) to another active account
([redacted]) with the same Federal Tax Identification Number (FTIN).
We confirmed the FTIN for both electric
accounts belong to [redacted] [redacted] our customer of record.
We strongly encourage the customer to update the agreement
to include all service locations and alternate mailing addresses impacted. The agreement we have on file protects the
property owner/agent from any missed correspondence. Based on our policy no
billing adjustments are warranted, at this time.
We regret any inconvenience and
frustration this matter may have caused.
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 further assistance, please call us at
[redacted].
Sincerely,
[redacted] [redacted]