Dominion Virginia Power in a terrible company. Unannounced service power interruptions, and awful response times regarding restoration. Customer service is subpar at best. Horrendous and unreliable business.
August 6, 2014
Revdex.com,
Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate.
Dominion's investigation revealed this customer is not...
responsible for the July 31, 2014, billed charges totaling $328.98. As a result of our findings, the Company has cancelled all associated charges with this bill. We regret the circumstances that led up to this issue and the inconvenience and frustration this issue has 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 to the customer, please call us at [redacted]
Sincerely,
[redacted]
Dominion Virginia Power
[redacted]
Thank
you for sharing our customers’ concerns regarding start of electric service. On
10/4/16 application was taken for new service and request was made to send a
lease for the property so we could verify the customers requesting the service
are the customers on the lease.
As
defined in our Terms and Conditions filed with the Virginia State Corporation
Commission (SCC), Dominion may, prior to initiating electric service and at
other reasonable times, require the Applicant to establish the Applicant is the
owner or the bona fide lessee of the premises and to require all owners or bona
fide lessees to have the electric service in their names (Section II, A1).
A
lease was received on 10/4/16 but was missing signatures and the customers were
advised to send the completed lease for review. Valid lease was received at
21:28 on 10/5 which was after close of business. Verification was completed and
the order was released at 08:08 on 10/6//16. Service was active as of 12:05 on
10/6/16. On that same date and inquiry was received from the SCC on behalf of
the customer and the SCC was advised of this same information.
Please
ask the customers to contact Customer Relations & Policy at [redacted]
if they have further questions.
size="3">
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further.
Dominion made several telephone attempts to reach the
customer but we were not successful. Our deposit retention policy is for a period of 12 consecutive
months of on-time payments. Currently, there are 5 on-time payments
remaining prior to issuing the deposit refund.
Again, thank you for allowing us the opportunity to address
this customer’s concern. If Customer
Relations may be of further assistance to you or the customer, please call us a[redacted]
Sincerely,
[redacted]
[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. 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]
Revdex.com,The complaintant is not the customer of record with Dominion VA Power. We cannot, for security purposes, release information without the customer's permission. However, we can report; according to program records the...
customer of record or a designated contact has requested changes to the program participation.For details, the customer or their designee may contact [redacted] at [redacted] M-F 7am-9pm and Sat 9am-6pm.If there are further questions or if difficulties with contact arise, please contact Customer Relations & Policy at [redacted]Sincerely,[redacted]
[redacted]
Revdex.com:
I will close this complaint as Dominion power has provided written verification that they would apply credit towards my new account(see [redacted]). This is an acceptable solution.
Thanks a lot for your help Revdex.com. It turned out you'd come in handy every single time.
Regards,
[redacted]
Revdex.com,
0in 0pt;">
Thank you for bringing our Customer’s concerns to our attention.
We appreciate the opportunity to research and respond as necessary.
Residential security deposits are eligible for refund 12 months
from the date the final installment is received if the account is in good
standing. Dominion has received a letter from this customer requesting the same
information and we will respond to that letter quoting the specific
requirements necessary to obtain a deposit refund on this account.
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 [redacted]
Sincerely,
[redacted]
[redacted]
Dominion Virginia/North Carolina Power
On March 27, 2014 a Dominion construction crew went to the home. Customer had not cleared area of private facilities in front of the riser pipe so we were not able to replace. The riser has very small cracks and does not pose a safety concern at this time. Dominion did select...
a location along the cable route where we dug down and broke the existing conduit. The break would then allow for drainage of any future ground water that was entering the conduit. We do not anticipate a future problem with ground water entering the meter base through the riser. Customer appeared satisfied with the work.
[redacted],
Thank you for the additional information and billing statements. Would you by chance have any billing statements after January 2010 as well as any documentation of any payments rendered to this account? This information would be beneficial to our investigation of your inquiry.
Sincerely,
[redacted]
Dominion Customer Relations
[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]
[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]
Customer has a valid concern. Dominion did call and left a voice message to apologize for the confusion with the automated message. The service was not in danger of disconnection until after the notice date, but the message didn't say that. We are...
reviewing our process. Account currently has an extension on payment until 9/12/16
[redacted] in the name of Georgie L. E[redacted]: called 8/23/16 to have service cut off effective 8/30/16. Gave information that Georgie was deceased. On 9/8/16, I was at the house and discovered that electricity was still on. Called to find out why, they said had to verify death of Georgie before could turn off. I was not told that with my first call. I could have sent the verification. then told they had just verified her death that day and would cut off as soon as they could. Could not give me a day and would not give me a return call to verify it was turned off, said I had to call back to verify. (House was closing on sell the next day.) So on 9/9/16, I called back to see if electricity had been cut off and was told the electricity was still on but the service went out of Georgie's name on 8/30/16, and any electric bill after that was the responsibility of the Power Co. Been nice if the customer service person had told me that on 9/8/16. Hope my last bill reflects the 8/30/16 cut off date. Or I will have to call again. Customer service needs much more training!!
03/13/201,4
I am writing this letter to brief to researcher on the problem at hand.
In 2009 my account [redacted] was open and current refer to [redacted]
The very next month the total amount due was 482.17 and it's because it reflected a balance forward for 475.52 which was not occurred from my own account.
Dominion was contacted and a dispute was opened and was to be researched, at that time I paid only the currently occurred usage because I knew I wasn't responsible for that forward balance.
By December the dispute had not been resolved and the account was established deposit was applied to the outstanding balance. ($255.93)
Because I was still a resident the service was rendered under a new account # and the remaining $226.90 was forwarded to [redacted]The service for this account was closed in May 2010 because I moved from the property and at the I was going through a life change because my fiance' was murdered I wasn't in the state of mind to be going through a dispute for a utility bill.
In 2012 I decided I wanted to buy a home and realized that the dominion account was on my credit so I opened the dispute back up. At the time I spoke to and worked with a [redacted] who ultimately made the decision that dominion had forwarded the 415.52 from an unknown account that was not in any way related to my account so the disconnect was at fault on dominion's behalf. In turn my deposit that had been applied to the incorrect balance should be returned to me plus interest.
Thank you in advance for your help in this matter
[redacted]
customers’ concern to our attention. Our customer contacted us requesting that estimated charges for usage while our meter was not recording be removed in full for. Our representative explained to him that the charges were estimated based on actual usage from the time the new meter was installed. The meter used to record this customer’s usage registered a negligible amount for January 2014 and no usage from February 2014 until exchange in May 2014.
As a courtesy, a Dominion helpline supervisor credited the customer bill for an amount based on prior year usage rather than established actual usage for current year.
Our Terms & Conditions as approved by the [redacted] state charges not billed as a result of non-recording meters may be estimated and billed for 5 months prior to the date of discovery. Charges were rebilled for this account for only 4 billing cycles.
It is important to note that our statements indicate usage and detailed charges. The customer did not call to report there was no usage. Normal process found non-use and the meter was removed as a result.
Additional adjustment is not appropriate in this instance. Please contact Customer Relations at [redacted] for further questions.
Sincerely,
[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.According to your website the only way to make a payment without incurring a fee is to use the bank draft option. I cannot physically walk into a location to pay my bill. I have to go through third parties to pay my account. Even your online Bill Martrix charges a fee. I would like some way other than bank draft to pay my bill without incurring the fees involved.
Regards,
[redacted]
Revdex.com,
After extensive research, the error in sending Mr. [redacted] emails has been found and resolved. Mr. [redacted]'s eBill resumed on January 27th. I have been in contact with Mr. [redacted] and he is aware of the error and of the correction. Mr. [redacted] has been given my email and phone number for future contact should additional issues arise related to eBill.
We trust this will resolve Mr. [redacted]'s concerns.
Sincerely,
C. B[redacted]
Customer Relations & Policy
Revdex.com,
As of 12:18 today 6/23/16 documents received from the customer were processed to change the customer record to show the current legal name. This same information has been sent to the [redacted] per their request.
If the customer needs further verification of name change he may visit [redacted] and sign in or register to view his new account. He may also call Customer Relations & Policy at [redacted]
Better Business Office,
We have come to an agreement with the customer that is acceptable to her. Please contact Customer Relations & Policy for further questions.
Customer Relations & Policy
Dominion Virginia Power in a terrible company. Unannounced service power interruptions, and awful response times regarding restoration. Customer service is subpar at best. Horrendous and unreliable business.
August 6, 2014
Revdex.com,
Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate.
Dominion's investigation revealed this customer is not...
responsible for the July 31, 2014, billed charges totaling $328.98. As a result of our findings, the Company has cancelled all associated charges with this bill. We regret the circumstances that led up to this issue and the inconvenience and frustration this issue has 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 to the customer, please call us at [redacted]
Sincerely,
[redacted]
Dominion Virginia Power
[redacted]
RevDex.com,
0pt;">
Thank
you for sharing our customers’ concerns regarding start of electric service. On
10/4/16 application was taken for new service and request was made to send a
lease for the property so we could verify the customers requesting the service
are the customers on the lease.
As
defined in our Terms and Conditions filed with the Virginia State Corporation
Commission (SCC), Dominion may, prior to initiating electric service and at
other reasonable times, require the Applicant to establish the Applicant is the
owner or the bona fide lessee of the premises and to require all owners or bona
fide lessees to have the electric service in their names (Section II, A1).
A
lease was received on 10/4/16 but was missing signatures and the customers were
advised to send the completed lease for review. Valid lease was received at
21:28 on 10/5 which was after close of business. Verification was completed and
the order was released at 08:08 on 10/6//16. Service was active as of 12:05 on
10/6/16. On that same date and inquiry was received from the SCC on behalf of
the customer and the SCC was advised of this same information.
Please
ask the customers to contact Customer Relations & Policy at [redacted]
if they have further questions.
Sincerely,
C.
Boyd
Customer
Relations & Policy
June 16, 2015
Dear Revdex.com,
size="3">
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further.
Dominion made several telephone attempts to reach the
customer but we were not successful. Our deposit retention policy is for a period of 12 consecutive
months of on-time payments. Currently, there are 5 on-time payments
remaining prior to issuing the deposit refund.
Again, thank you for allowing us the opportunity to address
this customer’s concern. If Customer
Relations may be of further assistance to you or the customer, please call us a[redacted]
Sincerely,
[redacted]
[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. 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]
Revdex.com,The complaintant is not the customer of record with Dominion VA Power. We cannot, for security purposes, release information without the customer's permission. However, we can report; according to program records the...
customer of record or a designated contact has requested changes to the program participation.For details, the customer or their designee may contact [redacted] at [redacted] M-F 7am-9pm and Sat 9am-6pm.If there are further questions or if difficulties with contact arise, please contact Customer Relations & Policy at [redacted]Sincerely,[redacted]
[redacted]
Revdex.com:
I will close this complaint as Dominion power has provided written verification that they would apply credit towards my new account(see [redacted]). This is an acceptable solution.
Thanks a lot for your help Revdex.com. It turned out you'd come in handy every single time.
Regards,
[redacted]
Revdex.com,
0in 0pt;">
Thank you for bringing our Customer’s concerns to our attention.
We appreciate the opportunity to research and respond as necessary.
Residential security deposits are eligible for refund 12 months
from the date the final installment is received if the account is in good
standing. Dominion has received a letter from this customer requesting the same
information and we will respond to that letter quoting the specific
requirements necessary to obtain a deposit refund on this account.
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 [redacted]
Sincerely,
[redacted]
[redacted]
Dominion Virginia/North Carolina Power
On March 27, 2014 a Dominion construction crew went to the home. Customer had not cleared area of private facilities in front of the riser pipe so we were not able to replace. The riser has very small cracks and does not pose a safety concern at this time. Dominion did select...
a location along the cable route where we dug down and broke the existing conduit. The break would then allow for drainage of any future ground water that was entering the conduit. We do not anticipate a future problem with ground water entering the meter base through the riser. Customer appeared satisfied with the work.
[redacted],
Thank you for the additional information and billing statements. Would you by chance have any billing statements after January 2010 as well as any documentation of any payments rendered to this account? This information would be beneficial to our investigation of your inquiry.
Sincerely,
[redacted]
Dominion Customer Relations
[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]
[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]
Customer has a valid concern. Dominion did call and left a voice message to apologize for the confusion with the automated message. The service was not in danger of disconnection until after the notice date, but the message didn't say that. We are...
reviewing our process. Account currently has an extension on payment until 9/12/16
[redacted] in the name of Georgie L. E[redacted]: called 8/23/16 to have service cut off effective 8/30/16. Gave information that Georgie was deceased. On 9/8/16, I was at the house and discovered that electricity was still on. Called to find out why, they said had to verify death of Georgie before could turn off. I was not told that with my first call. I could have sent the verification. then told they had just verified her death that day and would cut off as soon as they could. Could not give me a day and would not give me a return call to verify it was turned off, said I had to call back to verify. (House was closing on sell the next day.) So on 9/9/16, I called back to see if electricity had been cut off and was told the electricity was still on but the service went out of Georgie's name on 8/30/16, and any electric bill after that was the responsibility of the Power Co. Been nice if the customer service person had told me that on 9/8/16. Hope my last bill reflects the 8/30/16 cut off date. Or I will have to call again. Customer service needs much more training!!
03/13/201,4
I am writing this letter to brief to researcher on the problem at hand.
In 2009 my account [redacted] was open and current refer to [redacted]
The very next month the total amount due was 482.17 and it's because it reflected a balance forward for 475.52 which was not occurred from my own account.
Dominion was contacted and a dispute was opened and was to be researched, at that time I paid only the currently occurred usage because I knew I wasn't responsible for that forward balance.
By December the dispute had not been resolved and the account was established deposit was applied to the outstanding balance. ($255.93)
Because I was still a resident the service was rendered under a new account # and the remaining $226.90 was forwarded to [redacted]The service for this account was closed in May 2010 because I moved from the property and at the I was going through a life change because my fiance' was murdered I wasn't in the state of mind to be going through a dispute for a utility bill.
In 2012 I decided I wanted to buy a home and realized that the dominion account was on my credit so I opened the dispute back up. At the time I spoke to and worked with a [redacted] who ultimately made the decision that dominion had forwarded the 415.52 from an unknown account that was not in any way related to my account so the disconnect was at fault on dominion's behalf. In turn my deposit that had been applied to the incorrect balance should be returned to me plus interest.
Thank you in advance for your help in this matter
[redacted]
Revdex.com,
Thank you for bringing our...
customers’ concern to our attention. Our customer contacted us requesting that estimated charges for usage while our meter was not recording be removed in full for. Our representative explained to him that the charges were estimated based on actual usage from the time the new meter was installed. The meter used to record this customer’s usage registered a negligible amount for January 2014 and no usage from February 2014 until exchange in May 2014.
As a courtesy, a Dominion helpline supervisor credited the customer bill for an amount based on prior year usage rather than established actual usage for current year.
Our Terms & Conditions as approved by the [redacted] state charges not billed as a result of non-recording meters may be estimated and billed for 5 months prior to the date of discovery. Charges were rebilled for this account for only 4 billing cycles.
It is important to note that our statements indicate usage and detailed charges. The customer did not call to report there was no usage. Normal process found non-use and the meter was removed as a result.
Additional adjustment is not appropriate in this instance. Please contact Customer Relations at [redacted] for further questions.
Sincerely,
[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.According to your website the only way to make a payment without incurring a fee is to use the bank draft option. I cannot physically walk into a location to pay my bill. I have to go through third parties to pay my account. Even your online Bill Martrix charges a fee. I would like some way other than bank draft to pay my bill without incurring the fees involved.
Regards,
[redacted]
Revdex.com,
After extensive research, the error in sending Mr. [redacted] emails has been found and resolved. Mr. [redacted]'s eBill resumed on January 27th. I have been in contact with Mr. [redacted] and he is aware of the error and of the correction. Mr. [redacted] has been given my email and phone number for future contact should additional issues arise related to eBill.
We trust this will resolve Mr. [redacted]'s concerns.
Sincerely,
C. B[redacted]
Customer Relations & Policy
Revdex.com,
As of 12:18 today 6/23/16 documents received from the customer were processed to change the customer record to show the current legal name. This same information has been sent to the [redacted] per their request.
If the customer needs further verification of name change he may visit [redacted] and sign in or register to view his new account. He may also call Customer Relations & Policy at [redacted]