Revdex.com,Thank you for brining this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.Dominion and/or its contractor(s) have been in communication with our customer attempting to resolve this claim. We will continue...
to communicate with our customer to proactively address their concerns and claim.Again, thank you for allowing us the opportunity to address our customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938-2118.Sincerely,Daniel G[redacted]Customer Relations & Policy SpecialistDominion Virginia/North Carolina Power
Thank you for bringing this customer’s concerns
to our attention. We appreciate the opportunity to research and respond as
necessary.
According
to our records we charged off an unpaid balance and turned the electric service
account over to [redacted], a collection agency. The collection agency reported the unpaid
debt to the credit bureaus. On August 5, 2015, we acknowledged receipt our
customer’s payment of $155 on August 4, 2015, and agreed to settle for less than
the full balance. It is our
understanding the credit report will still reflect the amount that was
initially charged off as a loss however, when a charged off account is paid
the account status will be updated to show that it is no longer delinquent. This
process may take up to 90 days to be completed.
While
we empathize with the implications of this item on our customer’s credit
report, we are not in a position to require the collection agency to request
removal of the reported debt from the credit bureaus.
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, please call us at
1-800-938-2118.
Sincerely,
Ms. K. C[redacted]
Dominion Customer
Relations & Policy
Thank you for bringing [redacted] concern to our attention. Our investigation does not reflect a request to remove her name from the account in question in August 2011. We...
have received a copy of the separation agreement; however we will also need documentation showing where the customer resided during the time period of August 2011 through September 2013, when the account was closed out. Once received, our Credit Services department will review and provide our final position on this inquiry.
Sincerely,
[redacted]
Dominion Customer Relations
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
0in 0pt;"> Dominion’s deposit policy is not based off of customer’s credit scores but rather their previous credit history with Dominion within the past 12 months. In the event a customer has not had service with Dominion within the past 12 months, they will be assessed the standard initial security deposit. Deposits are held until the account has been maintained on a current basis for one year from the receipt date of the deposit. If the account is eligible for a refund after one year of paying on time, the deposit plus simple interest is credited to the account. We have specific deposit guidelines, which are administered uniformly for all of our customers. If the new account holder does not meet the above mentioned criteria, they will be subject to the same deposit guidelines. 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 1-800-938-2118. Sincerely, Daniel G[redacted] 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.
Since dealing with this situation I have received the same response from countless customer support representatives and customer account management representatives and I have told every single one of them the same thing, that the explanation provided to me is completely understandable. However, what Dominion Power fails to realize is this is an issue of what is RIGHT and WRONG. A representative of Dominion Power, someone working on behalf of the company, told me that I would not be charged for service during the time of the faulty meter. There are three things wrong with this; (1) Dominion Power tried to resolve an issue before knowing the real reason for the faulty meter. Dominion Power never should have told me that I would not be charged for service until they fully understood the extent of why my meter or meter components were not properly working, (2) Dominion Power never should have told me "YES" when I asked the question, "So I basically have free power until this issue is fixed?" Listen to the first phone conversation that I had with Dominion Power when I was made aware of this problem, and lastly (3) Dominion Power should not have waited almost three months to fix a known issue. All of this could have been fixed early on and this issue would not be an issue right now.
Now onto the ethics issue I have with all of this. Dominion Power constantly says in all of their commercials that they are all about community help. If that is true, why did Dominion Power lie to one of their customers. If someone doing business for a company and directly representing that company tells you something, it is taken by the customer in GOOD FAITH that what the representative told them is true. I was mislead. This is why this issue is a matter of what is RIGHT and WRONG. It is wrong for a business representative to say one thing and then the company to do another. It is RIGHT for the company to fix the problem that one of their employees made by keeping true to their word. $729 is a very small piece of change for a company that runs a monopoly on power is the state of Virginia. $729 is a HUGE amount of money to an active duty military member living in the state of Virginia. Its not like I can just change electric companies. But now, because a Dominion Power employee mislead me I am out of a very large sum of my income. Its not ethical. Dominion Power needs to make right on this and keep their word to their customers.
Regards,
[redacted]
February 21, 2014
font-family: Calibri;">Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate this issue.
The Company has made telephone contact to the customer and will conduct a high bill investigation and test the customer’s meter. The Company will provide results of our investigation and meter test to the customer. Tips on energy saving has been mailed 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 [redacted].
Sincerely,
[redacted]
Dominion Virginia Power
Customer Relations
Thank you for forwarding our customers' concerns. Dominion is in the process of trimming the circuit serving this customer. This project should be completed by early fall of this year. Trimming typically occurs every 3-5 years. This...
should significantly reduce tree related outages in this area.
Related to the line location of frequent outages, please have the customer contact Customer Relations & Policy a[redacted] so that we can obtain more details in order to investigate this issue.
Revdex.com,
Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate this issue.
Dominion made telephone contact to the customer on April 3, 2014, and based on our thorough investigation of her complaint, the Company has settled this matter to the customer's satisfaction.
Again, thank you for 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]
Dominion Virginia Power
Customer Relations
My family and I have been without lights for 6days its not due to not paying the light bill its due to the fact that the previous tentants were stealing power. Dominion power listed what needed to be done in order to receive service which was done but it seems to be that the employees lie to customers and say they received the paper work they asked for them transfer you to a repersenitive that has know idea what they are doing because a supervisor doesn't want to speak to the customers. They show they do not care about the Customer but would be happy to take my money still have my family and I in the dark its to point I will need to get a lawyer because dominion power is a company that steals and lies...
Okay I was late paying a bill. However they turned the power off with a heat idex over 100 degrees. without an email. not taking in consideration I have a toddler at the house. This should be against the law. Said it may take up to 4 hours to restore. I think consumers should have an alternative i.e. a competitor. There customer service is awful!!
Revdex.com,Thank you for bringing this customer's concerns to our attention. We appreciate the opportunity to research and respond as necessary.It is always Dominion's desire to work with our customers to bring and keep their account current. We have previously...
attempted to work with our customer in the form of payment arrangement plans, the terms of which unfortunately were not kept. We also notify our customers through mail and telephone to ensure they are aware of the status of their account.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,[redacted]Customer Relations & Policy SpecialistDominion Virginia Power
April 16, 2015 Revdex.com, Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond. Dominion understands no one wants to pay more for electricity than they feel they have used. We reviewed our...
records and were unable to find any evidence to support any customer contact since October 10, 2014. Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer’s usage. On April 14, we made telephone contact and spoke to the customer. We communicated if a meter malfunctions; it usually stops recording electric use, which would cause a significant decrease in the electric usage and bill amount. Our research revealed the meter installed at the customer’s home is equipped with an Encoder Receiver Transmitter (ERT). The ERT allows Dominion to read our meter remotely while driving through an area in a specially-equipped van. Outside of our monthly cycle readings we were able to obtain “off cycle” meter readings. For our customer’s review, we have provided the “off-cycle” readings obtained during the March 2015 bill cycle which may help the customer determine when the electricity was used. This February was the fourth coldest on record, with average temperatures about 10 degrees colder than last February. We reviewed the electric consumption from 02/05/15 to 03/10/15 (total 4533 kWh) compared to 02/05/14 to 03/06/14 (total 4068 kWh) for the previous year, and the usage was in line. The extremely cold temperatures reported during the time period in question may attribute to an increased amount of electricity used for heating. Our investigation failed to disclose any conditions which would indicate the bills previously rendered were incorrect and no billing adjustments are warranted. We realize this is not the desired outcome; however, we trust our customer will understand our position. 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, please call us at 1-800-938-2118. Sincerely, [redacted] Dominion Customer Relations OFF CYCLE METER READINGS Max Min Date Reading Temp Temp [redacted] ** **
[redacted] ** **
[redacted] ** **
[redacted] ** **
[redacted] ** *
[redacted] ** **
[redacted] ** **
[redacted] ** **
[redacted] ** **
I cannot speak highly enough about our experience with J.T. Burke & Sons. Every aspect of the business was professional, friendly, and high-quality. We are very impressed with the work they did on our house (completely remodeling the porch). It looks beautiful and was obviously completed with a high level of skill and craftsmanship. This is particularly impressive given the age of our home (100 years) and its unique features. Every member of the team was friendly and responsive to our concerns and wishes. We felt like we were all part of a team, working together. John was always in touch with us about plans via text or phone and always answered my calls or called back right away. Really, the perfect renovation experience. I can't recommend this company highly enough.
Revdex.com:
I have reviewed the offer 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 just feel caught in the middle here[redacted] now [redacted] states they sent last bill on March 19th. Dominion states they don't have it.
I'm just frustrated that they can't resolve this. It's been 3 months.
I did tell customer rep I had no access to a fax machine. I also don't have a scanner.
Why is everyone so surprised that I sold my home and am due a refund?
Bills go out in a timely manner, why can't the refund due also be sent out the same way?
I should not be made to feel guilty over asking for what is due me, and that is how I feeling.
[redacted]
Revdex.com,
Thank you for your inquiry regarding the concerns of our customer. We have spoken to the customer and given full explanation of charges, balances and the Budget Billing Plan (BBP). We set up the new account on the BBP and the customer is...
satisfied with our explanation and with the agreement to move forward with the new service.
We appreciate the opportunity to address our customers' concerns. Please contact Customer Relations at [redacted] for further questions.
Sincerely,
[redacted]
Customer Relations
RevDex.com,
0pt;">
We
have reviewed the concerns of our customer and found the following:
Service
order to start service at [redacted] and end service at [redacted] was requested online at 11:35 12/29/15
Service
order to start service at [redacted] was canceled online at 23:10 12/29/15
The
previous customer service order to end service was completed at 11:22 1/15/16
Same
day service order to start service was requested by phone 20:32 1/15/16
Service
was restored 21:40 1/15/16 and set in the current customer’s name
The user
name used to initiate and cancel the order online has been validated as one
used by the complainant for both premises.
No
compensation is appropriate based on this review. Further questions can be
addressed by calling Customer Relations & Policy at 1-800-938-2118.
Sincerely,
C.
B[redacted]
Customer
Relations & Policy
1-800-938-2118
[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:
The issue has been resolved exactly as Dominion Power has stated. I appreciate their quick response and the help provided by the Revdex.com.
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]
At this stage, I am not satisfied with Dominion's response because they actually went ahead and replaced my meter on July 10, 2015. They took away the old meter and have not provided me with any written documentation on the old meter and the test results. I am working with an electrician who is preparing a detailed analysis of home usage vs. meter read, and that should be ready shortly. Until I receive a detailed Dominion response on the old meter functionality and test results, I do not think that they adequately addressed my concerns. Also, the fact that they replaced the meter shows that they did not think the old meter worked right, and they owe me money.
[redacted]
Revdex.com,Thank you for reporting our customers' concerns. Each of his...
points is addressed below.
· The customer was indeed on the Budget Billing Plan but did not fulfill the payment requirements to remain on the plan. When a customer is removed from the plan the total balance of the account becomes due.
· The customer was disconnected 21 days after notice of disconnection was sent.
· The customers’ account was finalized 14 calendar days/10 business days from the date of disconnection.
· When a previously finalized customer applies to reconnect service the full balance of the finalized account is due as well an 1/3 installment of the appropriate security deposit
Dominion policies and procedures were followed related to this customers' account.
[redacted] – Customer Relations & Policy
March 7, 2014
0in; margin-right: 0in; margin-bottom: 10pt; margin-left: 0in;" class="MsoNormal">Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate this issue.
Our customer was placed on our budget plan in August 2013. Beginning in September 2013, the bills have been noted “Budget Bill”. The January and February 2014 bills reflected a “Budget Removal Notice” and the account was removed from the budget plan on February 25. When the customer’s account reflects a zero balance, the customer may re-enroll in the budget program.
The customer is eligible for either a short or long term payment plan and may contact our Energy Management Center [redacted] for further information. In regard to deposits, since 2002, the customer has opened several Dominion accounts in which security deposits were required. Each deposit was appropriately applied to the customer’s account balances.
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]
Dominion Virginia Power
[redacted]
Revdex.com,Thank you for brining this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.Dominion and/or its contractor(s) have been in communication with our customer attempting to resolve this claim. We will continue...
to communicate with our customer to proactively address their concerns and claim.Again, thank you for allowing us the opportunity to address our customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938-2118.Sincerely,Daniel G[redacted]Customer Relations & Policy SpecialistDominion Virginia/North Carolina Power
Better...
Business Bureau,
Thank you for bringing this customer’s concerns
to our attention. We appreciate the opportunity to research and respond as
necessary.
According
to our records we charged off an unpaid balance and turned the electric service
account over to [redacted], a collection agency. The collection agency reported the unpaid
debt to the credit bureaus. On August 5, 2015, we acknowledged receipt our
customer’s payment of $155 on August 4, 2015, and agreed to settle for less than
the full balance. It is our
understanding the credit report will still reflect the amount that was
initially charged off as a loss however, when a charged off account is paid
the account status will be updated to show that it is no longer delinquent. This
process may take up to 90 days to be completed.
While
we empathize with the implications of this item on our customer’s credit
report, we are not in a position to require the collection agency to request
removal of the reported debt from the credit bureaus.
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, please call us at
1-800-938-2118.
Sincerely,
Ms. K. C[redacted]
Dominion Customer
Relations & Policy
Thank you for bringing [redacted] concern to our attention. Our investigation does not reflect a request to remove her name from the account in question in August 2011. We...
have received a copy of the separation agreement; however we will also need documentation showing where the customer resided during the time period of August 2011 through September 2013, when the account was closed out. Once received, our Credit Services department will review and provide our final position on this inquiry.
Sincerely,
[redacted]
Dominion Customer Relations
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
0in 0pt;"> Dominion’s deposit policy is not based off of customer’s credit scores but rather their previous credit history with Dominion within the past 12 months. In the event a customer has not had service with Dominion within the past 12 months, they will be assessed the standard initial security deposit. Deposits are held until the account has been maintained on a current basis for one year from the receipt date of the deposit. If the account is eligible for a refund after one year of paying on time, the deposit plus simple interest is credited to the account. We have specific deposit guidelines, which are administered uniformly for all of our customers. If the new account holder does not meet the above mentioned criteria, they will be subject to the same deposit guidelines. 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 1-800-938-2118. Sincerely, Daniel G[redacted] 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.
Since dealing with this situation I have received the same response from countless customer support representatives and customer account management representatives and I have told every single one of them the same thing, that the explanation provided to me is completely understandable. However, what Dominion Power fails to realize is this is an issue of what is RIGHT and WRONG. A representative of Dominion Power, someone working on behalf of the company, told me that I would not be charged for service during the time of the faulty meter. There are three things wrong with this; (1) Dominion Power tried to resolve an issue before knowing the real reason for the faulty meter. Dominion Power never should have told me that I would not be charged for service until they fully understood the extent of why my meter or meter components were not properly working, (2) Dominion Power never should have told me "YES" when I asked the question, "So I basically have free power until this issue is fixed?" Listen to the first phone conversation that I had with Dominion Power when I was made aware of this problem, and lastly (3) Dominion Power should not have waited almost three months to fix a known issue. All of this could have been fixed early on and this issue would not be an issue right now.
Now onto the ethics issue I have with all of this. Dominion Power constantly says in all of their commercials that they are all about community help. If that is true, why did Dominion Power lie to one of their customers. If someone doing business for a company and directly representing that company tells you something, it is taken by the customer in GOOD FAITH that what the representative told them is true. I was mislead. This is why this issue is a matter of what is RIGHT and WRONG. It is wrong for a business representative to say one thing and then the company to do another. It is RIGHT for the company to fix the problem that one of their employees made by keeping true to their word. $729 is a very small piece of change for a company that runs a monopoly on power is the state of Virginia. $729 is a HUGE amount of money to an active duty military member living in the state of Virginia. Its not like I can just change electric companies. But now, because a Dominion Power employee mislead me I am out of a very large sum of my income. Its not ethical. Dominion Power needs to make right on this and keep their word to their customers.
Regards,
[redacted]
February 21, 2014
font-family: Calibri;">Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate this issue.
The Company has made telephone contact to the customer and will conduct a high bill investigation and test the customer’s meter. The Company will provide results of our investigation and meter test to the customer. Tips on energy saving has been mailed 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 [redacted].
Sincerely,
[redacted]
Dominion Virginia Power
Customer Relations
Revdex.com,
Thank you for forwarding our customers' concerns. Dominion is in the process of trimming the circuit serving this customer. This project should be completed by early fall of this year. Trimming typically occurs every 3-5 years. This...
should significantly reduce tree related outages in this area.
Related to the line location of frequent outages, please have the customer contact Customer Relations & Policy a[redacted] so that we can obtain more details in order to investigate this issue.
Sincerely,
Revdex.com,
Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate this issue.
Dominion made telephone contact to the customer on April 3, 2014, and based on our thorough investigation of her complaint, the Company has settled this matter to the customer's satisfaction.
Again, thank you for 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]
Dominion Virginia Power
Customer Relations
My family and I have been without lights for 6days its not due to not paying the light bill its due to the fact that the previous tentants were stealing power. Dominion power listed what needed to be done in order to receive service which was done but it seems to be that the employees lie to customers and say they received the paper work they asked for them transfer you to a repersenitive that has know idea what they are doing because a supervisor doesn't want to speak to the customers. They show they do not care about the Customer but would be happy to take my money still have my family and I in the dark its to point I will need to get a lawyer because dominion power is a company that steals and lies...
Okay I was late paying a bill. However they turned the power off with a heat idex over 100 degrees. without an email. not taking in consideration I have a toddler at the house. This should be against the law. Said it may take up to 4 hours to restore. I think consumers should have an alternative i.e. a competitor. There customer service is awful!!
Revdex.com,Thank you for bringing this customer's concerns to our attention. We appreciate the opportunity to research and respond as necessary.It is always Dominion's desire to work with our customers to bring and keep their account current. We have previously...
attempted to work with our customer in the form of payment arrangement plans, the terms of which unfortunately were not kept. We also notify our customers through mail and telephone to ensure they are aware of the status of their account.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,[redacted]Customer Relations & Policy SpecialistDominion Virginia Power
April 16, 2015 Revdex.com, Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond. Dominion understands no one wants to pay more for electricity than they feel they have used. We reviewed our...
records and were unable to find any evidence to support any customer contact since October 10, 2014. Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer’s usage. On April 14, we made telephone contact and spoke to the customer. We communicated if a meter malfunctions; it usually stops recording electric use, which would cause a significant decrease in the electric usage and bill amount. Our research revealed the meter installed at the customer’s home is equipped with an Encoder Receiver Transmitter (ERT). The ERT allows Dominion to read our meter remotely while driving through an area in a specially-equipped van. Outside of our monthly cycle readings we were able to obtain “off cycle” meter readings. For our customer’s review, we have provided the “off-cycle” readings obtained during the March 2015 bill cycle which may help the customer determine when the electricity was used. This February was the fourth coldest on record, with average temperatures about 10 degrees colder than last February. We reviewed the electric consumption from 02/05/15 to 03/10/15 (total 4533 kWh) compared to 02/05/14 to 03/06/14 (total 4068 kWh) for the previous year, and the usage was in line. The extremely cold temperatures reported during the time period in question may attribute to an increased amount of electricity used for heating. Our investigation failed to disclose any conditions which would indicate the bills previously rendered were incorrect and no billing adjustments are warranted. We realize this is not the desired outcome; however, we trust our customer will understand our position. 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, please call us at 1-800-938-2118. Sincerely, [redacted] Dominion Customer Relations OFF CYCLE METER READINGS Max Min Date Reading Temp Temp [redacted] ** **
[redacted] ** **
[redacted] ** **
[redacted] ** **
[redacted] ** *
[redacted] ** **
[redacted] ** **
[redacted] ** **
[redacted] ** **
I cannot speak highly enough about our experience with J.T. Burke & Sons. Every aspect of the business was professional, friendly, and high-quality. We are very impressed with the work they did on our house (completely remodeling the porch). It looks beautiful and was obviously completed with a high level of skill and craftsmanship. This is particularly impressive given the age of our home (100 years) and its unique features. Every member of the team was friendly and responsive to our concerns and wishes. We felt like we were all part of a team, working together. John was always in touch with us about plans via text or phone and always answered my calls or called back right away. Really, the perfect renovation experience. I can't recommend this company highly enough.
Revdex.com:
I have reviewed the offer 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 just feel caught in the middle here[redacted] now [redacted] states they sent last bill on March 19th. Dominion states they don't have it.
I'm just frustrated that they can't resolve this. It's been 3 months.
I did tell customer rep I had no access to a fax machine. I also don't have a scanner.
Why is everyone so surprised that I sold my home and am due a refund?
Bills go out in a timely manner, why can't the refund due also be sent out the same way?
I should not be made to feel guilty over asking for what is due me, and that is how I feeling.
[redacted]
Revdex.com,
Thank you for your inquiry regarding the concerns of our customer. We have spoken to the customer and given full explanation of charges, balances and the Budget Billing Plan (BBP). We set up the new account on the BBP and the customer is...
satisfied with our explanation and with the agreement to move forward with the new service.
We appreciate the opportunity to address our customers' concerns. Please contact Customer Relations at [redacted] for further questions.
Sincerely,
[redacted]
Customer Relations
RevDex.com,
0pt;">
We
have reviewed the concerns of our customer and found the following:
Service
order to start service at [redacted] and end service at [redacted] was requested online at 11:35 12/29/15
Service
order to start service at [redacted] was canceled online at 23:10 12/29/15
The
previous customer service order to end service was completed at 11:22 1/15/16
Same
day service order to start service was requested by phone 20:32 1/15/16
Service
was restored 21:40 1/15/16 and set in the current customer’s name
The user
name used to initiate and cancel the order online has been validated as one
used by the complainant for both premises.
No
compensation is appropriate based on this review. Further questions can be
addressed by calling Customer Relations & Policy at 1-800-938-2118.
Sincerely,
C.
B[redacted]
Customer
Relations & Policy
1-800-938-2118
[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:
The issue has been resolved exactly as Dominion Power has stated. I appreciate their quick response and the help provided by the Revdex.com.
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]
At this stage, I am not satisfied with Dominion's response because they actually went ahead and replaced my meter on July 10, 2015. They took away the old meter and have not provided me with any written documentation on the old meter and the test results. I am working with an electrician who is preparing a detailed analysis of home usage vs. meter read, and that should be ready shortly. Until I receive a detailed Dominion response on the old meter functionality and test results, I do not think that they adequately addressed my concerns. Also, the fact that they replaced the meter shows that they did not think the old meter worked right, and they owe me money.
[redacted]
Revdex.com,Thank you for reporting our customers' concerns. Each of his...
points is addressed below.
· The customer was indeed on the Budget Billing Plan but did not fulfill the payment requirements to remain on the plan. When a customer is removed from the plan the total balance of the account becomes due.
· The customer was disconnected 21 days after notice of disconnection was sent.
· The customers’ account was finalized 14 calendar days/10 business days from the date of disconnection.
· When a previously finalized customer applies to reconnect service the full balance of the finalized account is due as well an 1/3 installment of the appropriate security deposit
Dominion policies and procedures were followed related to this customers' account.
[redacted] – Customer Relations & Policy
March 7, 2014
0in; margin-right: 0in; margin-bottom: 10pt; margin-left: 0in;" class="MsoNormal">Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate this issue.
Our customer was placed on our budget plan in August 2013. Beginning in September 2013, the bills have been noted “Budget Bill”. The January and February 2014 bills reflected a “Budget Removal Notice” and the account was removed from the budget plan on February 25. When the customer’s account reflects a zero balance, the customer may re-enroll in the budget program.
The customer is eligible for either a short or long term payment plan and may contact our Energy Management Center [redacted] for further information. In regard to deposits, since 2002, the customer has opened several Dominion accounts in which security deposits were required. Each deposit was appropriately applied to the customer’s account balances.
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]
Dominion Virginia Power
[redacted]