April 29, 2015
Revdex.com, line-break">
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion’s policy requires a security deposit from new customers and returning customers who have not had service with us in the last 12 months. Based on the results of our investigation, and as a courtesy to the customer, the Company has waived the requested security deposit.
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at [redacted].
Sincerely,
[redacted]
Customer Relations & Policy
Dominion Virginia Power
Copies of original billing statements are maintained for 18 months. Final billing for this service under this customers' name was Feb. 3, 2014. Therefore, copies of statements are not...
available.
However, account records are retained for a maximum of three (3) years from the current date. This information has been sent to the customer as of March 2, 2016. Information prior to March 2013 is not available.
For further questions, contact Customer Relations & Policy at 1-800-938-2118.
Dominion Virginia Power's website extolls its "civism," which it defines as "good citizenship." Dominion says its "civism is demonstrated in many ways--from our environmental programs, community activities and charitable giving, to educational and energy conservation programs."
Dominion further says that "Environmental quality is inherently long-term. Dominion works to protect and enhance the economic and environmental quality of life Dominion is focused on meeting our customers' energy needs in an environmentally responsible manner. We know that today's operations affect tomorrow's environment."
Dominion's "civism" apparently does not extend to its neighbors, even those who are in residential zoned areas.
In November 2013, the company installed a transformer near our home that emits a constant 60-hertz buzz that is extremely annoying to us and four of our neighbors who signed on to a letter asking Dominion to try to mitigate the noise.
The noise can be heard throughout our home, and the local and regional substation supervisors who visited us both said they could hear the noise inside our home. Dominion conducted a sound study that (shocker!) concluded that the noise was within legal limits.
Elegantly crafted PR products may seem somewhat disingenuous to those who are denied the enjoyment and peace of their home and grounds by a constant whining buzz.
There are many products on the market intended to contain or mitigate noise. We would like to see [redacted] stand behind Dominion's statement that "Environmental stewardship is embedded in Dominion's culture and core values and is the responsibility of all employees." If justice and decency do not reside within [redacted], then they do not reside within Dominion. [redacted]
We contacted our customer and reviewed her charges and corresponding usage. The meter used to record her usage transmits at the same time each day so we are able to give her a very good picture, if you will, of how she is using...
power every day.
We found usage during the time period she was out of the country did in fact decrease. The usage during that time stayed basically the same each day until she returned. This seems to indicate the meter was and is recording usage properly. However, as a courtesy to our customer we have requested a meter test to verify the meter is recording appropriately. She will receive a letter detailing the results once completed.
In the meantime, we suggested she contact her apartment complex management to request an energy audit on her unit to insure there are no issue that would result in excess power usage.
She has indicated she is satisfied with our response and the actions taken on her behalf. If there are further questions, please contact Customer Relations & Policy at [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. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]
Dominion has been the absolute worst experience of living here. We have had dramatic changes in our bill month over month that cannot possibly be normal, but they refuse to send someone out to double check the meter. They refuse to do anything at all. Every time I call, I'm on hold for 30-45 minutes, only to be told that the weather has been colder than usual this winter so everyone's bills are high. That doesn't explain $400 bills vs. $200 bills for the same months last winter.
They transfer me around departments constantly only to tell me (through 3 different people) that it's not their problem and they won't do anything about it. Being a natural monopoly doesn't give you the right to ignore customer service, and this entire enterprise's operations are completely inexcusable.
Revdex.com,
Roman';">Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion understands economic conditions may cause difficulties for our customers. We offer short and long-term payment arrangements to help bring accounts to a zero balance over time and prevent disconnection of electric service. We thoroughly reviewed the electronic trace information for proof of payment received on July 17.
Our investigation revealed on July 15, the customer initiated an electronic payment in the amount of $214.70 through their financial institution’s online bill payment service. On July 16, their bill payer submitted the payment to [redacted]; subsequently, [redacted] rendered payment to us on July 17.
We regret any losses the customer may have sustained. As we understand, this incident occurred due to an electronic payment transmittal delay due to the customer’s bank procedures and not a Dominion delay. Since our customer paid in faith through her bank and was unaware of the payment processing time, as a courtesy, we waived the reconnect charge for $23.70 which will reflect on the August 19 bill.
If Customer Relations may be of further service to you, please call us at [redacted]
Sincerely, [redacted]
Revdex.com,
Thank you for bringing our customers' concerns to our attention. Review of this account finds that an agreement was reached for a lesser amount of the notice amount in lieu of disruption of electric service.
Dominion offers payment...
arrangements and extensions to all customers as indicated in our "Terms & Conditions" filed with the Virginia State Corporation Commission. Adherance to arrangements is necessary in order for a customer to received these options for future balances if needed. Terms & Conditions can be viewed by accessing [redacted].
The customer stated in the complaint that an additional security deposit was added to the account in addition to the deposit already held. Review of the account does not support this claim.
It appears that this complaint was filed prior to the agreement reached to retain electric services. Our customer has been advised that the remaining balance is due prior to the next billing date.
Please contact Customer Relations at [redacted] if you have additional questions.
Sincerely,
[redacted]
Dominion Customer Relations
The account deposit was assessed for this customer in Jan 2016. The deposit on the account was split over Jan, Feb, and Mar of 2016. The account balance was transferred to the new address when customer started her current account on 3/31/16.
Customer is currently...
on a "Short Term" payment plan. Amount on short term extension is due by 5:00 PM on 7/14/16. A better option for this customer may be to cancel the existing plan, and start a long term plan for 6 months. Down payment on the extended plan is less than the payment needed on the current extension. After the down payment is received, the account balance can then be extended over 6 months. the down payment on a long term plan would be due by 5:00 PM on 7/14/16. Customer may contact our help line at 1[redacted] and request to cancel existing short term extension and start a 6 month long plan. The agent will be able to explain the details, down payment, and amount to be paid with the current bill over the next 6 months.
bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. After the severe weather of 6/16/16 Dominion had approximately 250,000 customers without service. Once the severe weather was out of our service territory Dominion initiated our restoration effort. Part of the plan is to patrol areas to assess damage and then report findings to storm management so proper resources may be allocated to specific locations needing repair. Based on initial assessments restoration times are determined and entered on customers’ accounts for planning purposes. Unfortunately as the work in one area progresses, additional damage can be found which translates into more material, manpower, and time to complete. Restoration in one area taking more time to complete, will necessarily delay efforts elsewhere. The delays in getting this customer’s service restored was certainly not intentional, but in this instance unavoidable. It is Dominion’s goal to provide reliable electric service; however, there are things such as weather events, which are beyond our control. Since the outage was cause by an act of nature and not by negligence on the part of Dominion Virginia Power, no compensation is warranted. Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of further assistance, feel free to call [redacted] Sincerely, Daniel G[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.
Dominion is in the process of scheduling a Service Investigator to visit this customer’s residence to help assist...
in ascertaining the cause for increased consumption. Dominion has performed a meter test at this location 24 months ago. The results of that test indicate that the meter here is recording accurately. Depending on the results of the Service Investigator’s visit, another meter test may be necessary to validate the accuracy of the readings.
Again, thank you for allowing us the opportunity to address this 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]
Customer Relations & Policy Specialist
Dominion Virginia Power
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:
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 3, 2014
Revdex.com,
Thank you for bringing the customers' concern to our attention. We appreciate the opportunity to research and investigate further.
Dominion made the appropriate billing adjustments to the customers' account...
on October 2, 2014. We regret the circumstances that led to the billing issue. The customers are very satisfied with the Company's resolution.
Again, thank you for allowing us the opportunity to address the customers' concern. If Customer Relations may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
[redacted]
[redacted]
[redacted]
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 several attempts to reach the customer by telephone and we were not successful. We
regret the payment complications the customer experienced in their attempts to pay
their Dominion electric bill using the Bill-Matrix payment system. Please understand Bill-Matrix is a separate entity
and has their own policies/guidelines which all participants using their system
must follow.
Additionally,
based on a thorough review of our records, and recent account activity, we have
determined the customer has reverted to their original account holder status for
their Dominion power bill, and the existing account no longer shows an additional
customer. Our records also show the Company explained its guidelines/position to
the customer regarding security deposits and its relation to other customers
being added to an existing account.
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,
Greg W[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 never saw anyone actually come and pull the meteR to test it. Only spoke with the investigator. Please advise when the meter was pulled for testing.
Regards,
[redacted]
Tree Trim Notification was printed at the top of customer's Dec 27, 2013 bill. Customer recieves bills on line, December bill is still available on our web site, at www.dom.com.
Since filing complaint, Dominion Forestry representative...
met with customer at her property. Discussion transpired regarding tree trimming methods and proper cuts regarding "diagonal tree trim techniques." Customer pointed to stump of elm tree, 20' to 25' from center line of right of way. Explained no reason for our tree trimming to trim trees outside our right of way to base of tree. That elm failing to survive would not be from any trimming by Dominion or our contractor. Forester pointed to several oaks that had been trimmed many times and are still healthy, yet other trees on her property, away from the power lines, that have never been trimmed are either dead or dying. Further explained we cut the top out of one of her oaks, that was over shadowed by taller trees, and starving for sun light. Customer seemed appreciative of our concern for her as a customer and her trees as well. As a final note, explained our new inspection tool and her location would be noted for her to be contacted prior to the next trim cycle. Notice on her bill will still be done as well. Discussion ended on a friendly note.
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.After calling the number provided Dominion Power is still refusing to provide me with a general ledger of where my money went. I need for Dominion Power to do either one of these solutions, provide me with a refund or provide me a general ledger of where my money went in their system in order for me to reconcile my records and account. As a consumer I have the right to know where my hard earn government money went.
Regards,
[redacted]
If DOM had actually spoken to the landlord as they claim in their response to you, would they not already have confirmation that I did not live there during the billing period in question? There are too many inconsistencies in their stories about this. And why has no one before been able to see that they contact me and the landlord in May 2014? Because they didn't. Not less that TWO of the persons that I spoke to told me that they did NOT attempt to contact the landlord, or that they see no where in the "notes" where such attempt was made; and further, they had no way to contact me which is why I heard nothing from them until Dec 2015. And I have asked numerous times to be provided a billing statement for the amount they claim I owe, but I have been told that they are unable to provide a bill. So they demand that I pay this amount but they cannot substantiate the amount to me with a proper bill? And now I suffer with no electricity because THEY failed to do their job? Why is it that they can see everything else and something "new" each time I try to resolve this, but cannot see my original request to terminate service back in 2013? If I do not get proper resolution here, I will forward my complaint to the FTC.
I was also lied to and told that I should have seen the collection on my credit report. I have been a member of [redacted] for over a year, I view my [redacted] and [redacted] reports constantly, there is not now nor has there ever been, at least not since 2013, a collection item for Virginia Dominion Power, nor any collection agency acting on their behalf. DOM is full of lies, and the customers suffer from them. They get away with it because they are a monopoly, which I thought was illegal?
Additionally, when I was informed on yesterday at approximately 1630 hrs to get a copy of the eviction notice from the Sheriff (which was why I moved), I was not given any time to do so as I was told that my power would be off today in spite of my repeated and ongoing attempts to resolve the issue. My power is now off for the $1,972.30 that I am told is owed on the old account. There is an additional balance of approx. $300 which I would have been able to pay, and told the supervisor such, but now must use to provide temporary lodging for myself so that I can continue to work and eat. I also informed her that I work 12-hr shifts and would likely not be able to get the info from the General District Court in [redacted] until Thursday. Since this was the first I time I was told to do so, I should have at least been given 24-hrs to accomplish the task. Also, I was told that this was indeed an identity theft/fraud issue, and was not told that it was not until yesterday when I called. Never mind that this was the 5th time I tried to call since receiving the current cut-off notice, but I work during the day when they are open on an ambulance service, and I cannot sit on hold for 30-45 minutes at a time, which is what happens when DOM is called. Further, I was also told by the supervisor I spoke with on yesterday (Ms. B[redacted], [redacted]) when I asked her why no one had called or contacted me about the problem until the letter in Dec '15, she stated "we do not call customers. They call us." And she also stated that they had no way to contact me until Dec 2015 when they transferred the balance to my current account, contrary to the lie that their latest response states. DOM did NOT contact me in May 2014, for as I said, the matter would have been settled at that time. The supervisor named Justin, whom I spoke with initially on yesterday also said the same thing, which I told him I found that to be unsettling since I did have DOM accounts since this incident and they have my SSN to link to. During the course of me attempting to resolve this, I have spoken to "supervisors" who promised they would call me back after "looking something up", and they didn't, one of which was a "Gladys." I have been attempting to resolve this since receiving the letter in mid-December. Each time, I get different people, have to explain the situation 2-3 times per call; I get different "solutions", all of which I'm eventually told is wrong; I get different dates for the svc, initially it was May '13 until Dec '13, then May '13 until Dec '13; I'm told of different or additional "notes" that whoever I end up talking to is "seeing on the screen", such as now I'm being told that they see where I was contacted in May '14 yet no one told me that before, because I wasn't. This is getting ridiculous, and I'm the one who is suffering. If they contacted the landlord in May 2014 as they said, and he confirmed that I had moved out in 2013, this would not be an issue, unless he lied. DOM's story isn't adding up, but it equals me being without electric service now for THEIR mistake, oversight, and constant mishandling and mismanagement. It seems that their "supervisors" need some training on procedures of what and what not to tell customers just to get them off the phone.
[redacted]
I was also lied to and told that I should have seen the collection on my credit report. I have been a member of [redacted] for over a year, I view my Trans Union and [redacted] reports constantly, there is not now nor has there ever been, at least not since 2013, a collection item for Virginia Dominion Power, nor any collection agency acting on their behalf. DOM is full of lies, and the customers suffer from them. They get away with it because they are a monopoly, which I thought was illegal?
April 1, 2015
Revdex.com, line-break">
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion’s policy requires a security deposit from new customers and returning customers who have not had service with us in the last 12 months. Based on the results of our investigation, and as a courtesy to the customer, the Company has waived the requested security deposit.
In reference to new account numbers, Dominion’s billing system is designed to establish a new account number when there is a customer change at a specific location. Once a customer closes an account, Dominion is unable to recapture a previous account number.
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at [redacted].
Sincerely,
[redacted]
Customer Relations & Policy
Dominion Virginia Power
April 29, 2015
Revdex.com, line-break">
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion’s policy requires a security deposit from new customers and returning customers who have not had service with us in the last 12 months. Based on the results of our investigation, and as a courtesy to the customer, the Company has waived the requested security deposit.
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at [redacted].
Sincerely,
[redacted]
Customer Relations & Policy
Dominion Virginia Power
Revdex.com,
Copies of original billing statements are maintained for 18 months. Final billing for this service under this customers' name was Feb. 3, 2014. Therefore, copies of statements are not...
available.
However, account records are retained for a maximum of three (3) years from the current date. This information has been sent to the customer as of March 2, 2016. Information prior to March 2013 is not available.
For further questions, contact Customer Relations & Policy at 1-800-938-2118.
Sincerely,
C. B[redacted]
Customer Relations & Policy
Dominion Virginia Power's website extolls its "civism," which it defines as "good citizenship." Dominion says its "civism is demonstrated in many ways--from our environmental programs, community activities and charitable giving, to educational and energy conservation programs."
Dominion further says that "Environmental quality is inherently long-term. Dominion works to protect and enhance the economic and environmental quality of life Dominion is focused on meeting our customers' energy needs in an environmentally responsible manner. We know that today's operations affect tomorrow's environment."
Dominion's "civism" apparently does not extend to its neighbors, even those who are in residential zoned areas.
In November 2013, the company installed a transformer near our home that emits a constant 60-hertz buzz that is extremely annoying to us and four of our neighbors who signed on to a letter asking Dominion to try to mitigate the noise.
The noise can be heard throughout our home, and the local and regional substation supervisors who visited us both said they could hear the noise inside our home. Dominion conducted a sound study that (shocker!) concluded that the noise was within legal limits.
Elegantly crafted PR products may seem somewhat disingenuous to those who are denied the enjoyment and peace of their home and grounds by a constant whining buzz.
There are many products on the market intended to contain or mitigate noise. We would like to see [redacted] stand behind Dominion's statement that "Environmental stewardship is embedded in Dominion's culture and core values and is the responsibility of all employees." If justice and decency do not reside within [redacted], then they do not reside within Dominion. [redacted]
Revdex.com,
We contacted our customer and reviewed her charges and corresponding usage. The meter used to record her usage transmits at the same time each day so we are able to give her a very good picture, if you will, of how she is using...
power every day.
We found usage during the time period she was out of the country did in fact decrease. The usage during that time stayed basically the same each day until she returned. This seems to indicate the meter was and is recording usage properly. However, as a courtesy to our customer we have requested a meter test to verify the meter is recording appropriately. She will receive a letter detailing the results once completed.
In the meantime, we suggested she contact her apartment complex management to request an energy audit on her unit to insure there are no issue that would result in excess power usage.
She has indicated she is satisfied with our response and the actions taken on her behalf. If there are further questions, please contact Customer Relations & Policy at [redacted]
Sincerely,
C. Boyd - Customer Relations & Policy
[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. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]
Dominion has been the absolute worst experience of living here. We have had dramatic changes in our bill month over month that cannot possibly be normal, but they refuse to send someone out to double check the meter. They refuse to do anything at all. Every time I call, I'm on hold for 30-45 minutes, only to be told that the weather has been colder than usual this winter so everyone's bills are high. That doesn't explain $400 bills vs. $200 bills for the same months last winter.
They transfer me around departments constantly only to tell me (through 3 different people) that it's not their problem and they won't do anything about it. Being a natural monopoly doesn't give you the right to ignore customer service, and this entire enterprise's operations are completely inexcusable.
Revdex.com,
Roman';">Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion understands economic conditions may cause difficulties for our customers. We offer short and long-term payment arrangements to help bring accounts to a zero balance over time and prevent disconnection of electric service. We thoroughly reviewed the electronic trace information for proof of payment received on July 17.
Our investigation revealed on July 15, the customer initiated an electronic payment in the amount of $214.70 through their financial institution’s online bill payment service. On July 16, their bill payer submitted the payment to [redacted]; subsequently, [redacted] rendered payment to us on July 17.
We regret any losses the customer may have sustained. As we understand, this incident occurred due to an electronic payment transmittal delay due to the customer’s bank procedures and not a Dominion delay. Since our customer paid in faith through her bank and was unaware of the payment processing time, as a courtesy, we waived the reconnect charge for $23.70 which will reflect on the August 19 bill.
If Customer Relations may be of further service to you, please call us at [redacted]
Sincerely, [redacted]
Revdex.com,
Thank you for bringing our customers' concerns to our attention. Review of this account finds that an agreement was reached for a lesser amount of the notice amount in lieu of disruption of electric service.
Dominion offers payment...
arrangements and extensions to all customers as indicated in our "Terms & Conditions" filed with the Virginia State Corporation Commission. Adherance to arrangements is necessary in order for a customer to received these options for future balances if needed. Terms & Conditions can be viewed by accessing [redacted].
The customer stated in the complaint that an additional security deposit was added to the account in addition to the deposit already held. Review of the account does not support this claim.
It appears that this complaint was filed prior to the agreement reached to retain electric services. Our customer has been advised that the remaining balance is due prior to the next billing date.
Please contact Customer Relations at [redacted] if you have additional questions.
Sincerely,
[redacted]
Dominion Customer Relations
The account deposit was assessed for this customer in Jan 2016. The deposit on the account was split over Jan, Feb, and Mar of 2016. The account balance was transferred to the new address when customer started her current account on 3/31/16.
Customer is currently...
on a "Short Term" payment plan. Amount on short term extension is due by 5:00 PM on 7/14/16. A better option for this customer may be to cancel the existing plan, and start a long term plan for 6 months. Down payment on the extended plan is less than the payment needed on the current extension. After the down payment is received, the account balance can then be extended over 6 months. the down payment on a long term plan would be due by 5:00 PM on 7/14/16. Customer may contact our help line at 1[redacted] and request to cancel existing short term extension and start a 6 month long plan. The agent will be able to explain the details, down payment, and amount to be paid with the current bill over the next 6 months.
Revdex.com, Thank you for...
bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. After the severe weather of 6/16/16 Dominion had approximately 250,000 customers without service. Once the severe weather was out of our service territory Dominion initiated our restoration effort. Part of the plan is to patrol areas to assess damage and then report findings to storm management so proper resources may be allocated to specific locations needing repair. Based on initial assessments restoration times are determined and entered on customers’ accounts for planning purposes. Unfortunately as the work in one area progresses, additional damage can be found which translates into more material, manpower, and time to complete. Restoration in one area taking more time to complete, will necessarily delay efforts elsewhere. The delays in getting this customer’s service restored was certainly not intentional, but in this instance unavoidable. It is Dominion’s goal to provide reliable electric service; however, there are things such as weather events, which are beyond our control. Since the outage was cause by an act of nature and not by negligence on the part of Dominion Virginia Power, no compensation is warranted. Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of further assistance, feel free to call [redacted] Sincerely, Daniel G[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.
Dominion is in the process of scheduling a Service Investigator to visit this customer’s residence to help assist...
in ascertaining the cause for increased consumption. Dominion has performed a meter test at this location 24 months ago. The results of that test indicate that the meter here is recording accurately. Depending on the results of the Service Investigator’s visit, another meter test may be necessary to validate the accuracy of the readings.
Again, thank you for allowing us the opportunity to address this 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]
Customer Relations & Policy Specialist
Dominion Virginia Power
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 2016
March 2016
April 2016
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.
[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 3, 2014
Revdex.com,
Thank you for bringing the customers' concern to our attention. We appreciate the opportunity to research and investigate further.
Dominion made the appropriate billing adjustments to the customers' account...
on October 2, 2014. We regret the circumstances that led to the billing issue. The customers are very satisfied with the Company's resolution.
Again, thank you for allowing us the opportunity to address the customers' concern. If Customer Relations may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
[redacted]
[redacted]
[redacted]
September,
21,...
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 several attempts to reach the customer by telephone and we were not successful. We
regret the payment complications the customer experienced in their attempts to pay
their Dominion electric bill using the Bill-Matrix payment system. Please understand Bill-Matrix is a separate entity
and has their own policies/guidelines which all participants using their system
must follow.
Additionally,
based on a thorough review of our records, and recent account activity, we have
determined the customer has reverted to their original account holder status for
their Dominion power bill, and the existing account no longer shows an additional
customer. Our records also show the Company explained its guidelines/position to
the customer regarding security deposits and its relation to other customers
being added to an existing account.
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,
Greg W[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 never saw anyone actually come and pull the meteR to test it. Only spoke with the investigator. Please advise when the meter was pulled for testing.
Regards,
[redacted]
Tree Trim Notification was printed at the top of customer's Dec 27, 2013 bill. Customer recieves bills on line, December bill is still available on our web site, at www.dom.com.
Since filing complaint, Dominion Forestry representative...
met with customer at her property. Discussion transpired regarding tree trimming methods and proper cuts regarding "diagonal tree trim techniques." Customer pointed to stump of elm tree, 20' to 25' from center line of right of way. Explained no reason for our tree trimming to trim trees outside our right of way to base of tree. That elm failing to survive would not be from any trimming by Dominion or our contractor. Forester pointed to several oaks that had been trimmed many times and are still healthy, yet other trees on her property, away from the power lines, that have never been trimmed are either dead or dying. Further explained we cut the top out of one of her oaks, that was over shadowed by taller trees, and starving for sun light. Customer seemed appreciative of our concern for her as a customer and her trees as well. As a final note, explained our new inspection tool and her location would be noted for her to be contacted prior to the next trim cycle. Notice on her bill will still be done as well. Discussion ended on a friendly note.
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.After calling the number provided Dominion Power is still refusing to provide me with a general ledger of where my money went. I need for Dominion Power to do either one of these solutions, provide me with a refund or provide me a general ledger of where my money went in their system in order for me to reconcile my records and account. As a consumer I have the right to know where my hard earn government money went.
Regards,
[redacted]
If DOM had actually spoken to the landlord as they claim in their response to you, would they not already have confirmation that I did not live there during the billing period in question? There are too many inconsistencies in their stories about this. And why has no one before been able to see that they contact me and the landlord in May 2014? Because they didn't. Not less that TWO of the persons that I spoke to told me that they did NOT attempt to contact the landlord, or that they see no where in the "notes" where such attempt was made; and further, they had no way to contact me which is why I heard nothing from them until Dec 2015. And I have asked numerous times to be provided a billing statement for the amount they claim I owe, but I have been told that they are unable to provide a bill. So they demand that I pay this amount but they cannot substantiate the amount to me with a proper bill? And now I suffer with no electricity because THEY failed to do their job? Why is it that they can see everything else and something "new" each time I try to resolve this, but cannot see my original request to terminate service back in 2013? If I do not get proper resolution here, I will forward my complaint to the FTC.
I was also lied to and told that I should have seen the collection on my credit report. I have been a member of [redacted] for over a year, I view my [redacted] and [redacted] reports constantly, there is not now nor has there ever been, at least not since 2013, a collection item for Virginia Dominion Power, nor any collection agency acting on their behalf. DOM is full of lies, and the customers suffer from them. They get away with it because they are a monopoly, which I thought was illegal?
Additionally, when I was informed on yesterday at approximately 1630 hrs to get a copy of the eviction notice from the Sheriff (which was why I moved), I was not given any time to do so as I was told that my power would be off today in spite of my repeated and ongoing attempts to resolve the issue. My power is now off for the $1,972.30 that I am told is owed on the old account. There is an additional balance of approx. $300 which I would have been able to pay, and told the supervisor such, but now must use to provide temporary lodging for myself so that I can continue to work and eat. I also informed her that I work 12-hr shifts and would likely not be able to get the info from the General District Court in [redacted] until Thursday. Since this was the first I time I was told to do so, I should have at least been given 24-hrs to accomplish the task. Also, I was told that this was indeed an identity theft/fraud issue, and was not told that it was not until yesterday when I called. Never mind that this was the 5th time I tried to call since receiving the current cut-off notice, but I work during the day when they are open on an ambulance service, and I cannot sit on hold for 30-45 minutes at a time, which is what happens when DOM is called. Further, I was also told by the supervisor I spoke with on yesterday (Ms. B[redacted], [redacted]) when I asked her why no one had called or contacted me about the problem until the letter in Dec '15, she stated "we do not call customers. They call us." And she also stated that they had no way to contact me until Dec 2015 when they transferred the balance to my current account, contrary to the lie that their latest response states. DOM did NOT contact me in May 2014, for as I said, the matter would have been settled at that time. The supervisor named Justin, whom I spoke with initially on yesterday also said the same thing, which I told him I found that to be unsettling since I did have DOM accounts since this incident and they have my SSN to link to. During the course of me attempting to resolve this, I have spoken to "supervisors" who promised they would call me back after "looking something up", and they didn't, one of which was a "Gladys." I have been attempting to resolve this since receiving the letter in mid-December. Each time, I get different people, have to explain the situation 2-3 times per call; I get different "solutions", all of which I'm eventually told is wrong; I get different dates for the svc, initially it was May '13 until Dec '13, then May '13 until Dec '13; I'm told of different or additional "notes" that whoever I end up talking to is "seeing on the screen", such as now I'm being told that they see where I was contacted in May '14 yet no one told me that before, because I wasn't. This is getting ridiculous, and I'm the one who is suffering. If they contacted the landlord in May 2014 as they said, and he confirmed that I had moved out in 2013, this would not be an issue, unless he lied. DOM's story isn't adding up, but it equals me being without electric service now for THEIR mistake, oversight, and constant mishandling and mismanagement. It seems that their "supervisors" need some training on procedures of what and what not to tell customers just to get them off the phone.
[redacted]
I was also lied to and told that I should have seen the collection on my credit report. I have been a member of [redacted] for over a year, I view my Trans Union and [redacted] reports constantly, there is not now nor has there ever been, at least not since 2013, a collection item for Virginia Dominion Power, nor any collection agency acting on their behalf. DOM is full of lies, and the customers suffer from them. They get away with it because they are a monopoly, which I thought was illegal?
April 1, 2015
Revdex.com, line-break">
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion’s policy requires a security deposit from new customers and returning customers who have not had service with us in the last 12 months. Based on the results of our investigation, and as a courtesy to the customer, the Company has waived the requested security deposit.
In reference to new account numbers, Dominion’s billing system is designed to establish a new account number when there is a customer change at a specific location. Once a customer closes an account, Dominion is unable to recapture a previous account number.
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at [redacted].
Sincerely,
[redacted]
Customer Relations & Policy
Dominion Virginia Power