I contacted Virginia Dominion Power Customer Service after I moved out of the state to cancel my service. The customer service represenative confirmed that my account was closed during this call. Four months later, I had a letter transferred to my new address in [redacted] stating that I owed a balance. I contacted Customer Service via telephone and was advised that my account was still active. I explained that their letter was transferred to my new address in [redacted] and that I haven't been living in Virginia for the past 4 months. I also stated that I contacted Customer Service four months ago and was told that my account was closed- she was unable to find any "notes" in her system indicating such. She then proceeded to ask if I wanted to dispute the charge, and transferred me to another Customer Service represenative AFTER I waited on hold for 45 minutes. I cannot believe the level of professionalism and incompetence of their staff.
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. This will require the timely receipt of the checks in question. If the company does not perform as promised I can get back to you at: [email protected].
I also respectfully request that Dominion train its customer service staff in this type of transaction so that other people dealing with estates do not need to go through this. I was told by Mr. W[redacted] and one other representative (Raissa) that it was clear that I was asking for the check to be reissued in my father-in-laws name from the very beginning.
There were a few staff that helped resolve this issue that should be recognized: Raissa in particular was able to solve this issue in one day. One the other hand, Ruth and David were very unhelpful. Ruth told me Dominion was not issuing refund checks without providing a solution leaving my situation in limbo. David hung up on me. Another staff, Ronisha, offered help but either she or Ruth lied when Ruth told me that Ronisha said that she had called to inform me that checks would not be issued. This did not happen.
[redacted]
Regards,
[redacted]
The court documents were emailed to Dominion Power yesterday. They have the proof of the name change!!!!!!!!!!!!!!!!!
I would like something in writing that says the name on the account has been changed to [redacted].
Thank you for contacting the Revdex.com with your billing concerns. 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. Therefore we must rely...
on the accuracy of the meter to determine the accuracy of the bill. On March 25, 2015 we performed a meter test at your residence. The meter was found to be recording 100.07% on light load and 100.93% on full load. The results of the meter test reflect that the meter was recording well within the accuracy limits as set forth by the Virginia State Corporation Commission which requires recording within 2% plus or minus of 100%. Our investigation has failed to disclose any conditions which would indicate that your bill was incorrect. We share your concern in this matter, but in view of our findings, no adjustments are in order.
Thank you for bringing this customer’s deposit
concerns to our attention. We appreciate the opportunity to research and
respond as necessary.
As
a regulated utility, Dominion Virginia Power is governed by the Virginia State
Corporation Commission (SCC). In
compliance with our Terms and Conditions, on file with the SCC, we may secure
accounts with deposits. A deposit is
required for all new customers without previous satisfactory payment history
with us within the last 12 months.
We received
an acceptable Credit Reference Letter on December 2, and processed
a deposit waiver for $230. Current
account information is available by managing the account online at dom.com or by contacting us at 1-866-366-4357.
Again, thank you for allowing us the
opportunity to address this customer’s concerns. If you have any additional
questions, or if we can be of further assistance, please call us at
1-800-938-2118.
Sincerely,
Ms. K. C[redacted]
Dominion Customer
Relations & Policy Specialist II
Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
This customer was incorrectly advised that a initial security deposit would not be necessary. Dominion apologizes for...
the mistake and the inconvenience. As a one-time courtesy, Dominion has cancelled the requested security deposit. Please note that if the account becomes delinquent an additional deposit may be requested in the future.
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]
Dominion is already in contact with our customer regarding his request for reimbursement. Reimbursement is not yet determined but our customer has contact information for status updates. Customer Relations & Policy is...
working with our customer to insure prompt resolution.
Sincerely,
I have used Dominion Power for the past 6 years, only because there are no other options. I have had 3 issues to date with them. First was in my appartment in Virginia Beach VA. Upon moving out, I payed my final bill with them leaving a balance of $0.00. Later down the road it was brought to my attention that Dominion turned my account over to a collection agency and showed negatively on my credit report. Although the balance showed as 0.00 on my credit report, it still caused minor issues when I bought a house.
Another issue is a constant issue with them in regards to billing. We receive a bill each month for an exact amount due. We pay that exact amount due but the next month states a different amount. For example, this month we owe 91.57. When we receive our next month's bill it will state the previous balance of a few dollars more or less. Thus creating either a credit or a debt with the company. This may be "normal", but I believe there has to be a better way to do this.
The most recent problem (because I am certain this will not be the last) occured today. We pay our bill via the phone service, which is very convenient for my wife and I. But as we tried to pay our bill today we were told that they never received our previous payment. We spoke to two different representatives from Dominion to dispute this. Both stated they never received a payment. Our bank statement showed otherwise. We were finally transferred a third time. After waiting on hold for exactly 47 minutes, a compotent potentially employee was able to help us. But there was no intervention required. Our bill was paid and it showed in their system the whole time. We wasted an hour of our lives for absolutely no reason.
Dominion Power has terrible customer support. I cannot say that I have had any issues with their actual power service, outside of natural disasters and such. But I can honestly say that if there was another option for power, Dominion Power would not have my business.
[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]. Also their review of the system is a lie because I tried more than a credit card through the system and even a bank card would not work. Don't worry I will never be a customer again after december.
Regards,[redacted]
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.
While I appreciate Dominions response and attempt to rectify the problem, I am taken back by their characterization of the issue. The issue has always been the water entering the conduit at a location near the electrical transformer that is then channeled by the conduit down to the property and into the meter box and finally into my electrical breaker panel. The resolution was 1) to seal the entrance to the conduit at the point of origin. Dominion has failed to do that. They attempted to seal the entrance to the base stand which is provided by Dominion. 2)It was not necessary to remove the small 4x4 retainers. When Dominion had the hole dug and busted the the pipe to relieve the water pressure being funneled to my house they could have very easily, disconnected their cabling, detached their base stand and slide it out over the cables, then slide a new base over the cables.
The ground was already dug up and there was no need to remove the small retainers, which incidentally would have taken about 5 minutes with no major effort, if they had just asked. The point here is the base conduit could have been removed just by sliding it out. The retainers were not preventing this and Dominion dug around them with no problems. I attempted to offer suggestions but the foreman seemed edgy so I left. The attached pictures will show that it was very easy to just slide the base stand out and replace it while the attempted the repair.
So Dominion has not completed the work. The main concern I have is the Water will still be channeled into the conduit and at some point the pressure will find or create an opening. This is an easy remedy. just by sealing the entrance at the point of origin and not only at my base. I am please that they have attempted repair. I am not pleased that they did not replace the stand which is cracked nor seal the entrance to the conduit.
December 1, 2014Revdex.com,Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and respond as necessary. Although Dominion does not directly handle customer electronic payments, we offer several...
payment methods for our customers. It appears the customer experienced a payment issue on November 27 using our vendor [redacted]; however, our investigation with [redacted] did not reveal any issues with their payment system on this date. Dominion customers may choose free payment options such as automatic bank draft, or by signing up for electronic billing ([redacted] under [redacted] via our website. The non-free payment options such as, credit card or debit payments using the automated service through [redacted] or authorized payment location centers, are used by our customers at their discretion. Certain convenience or transaction fees may apply. To learn more about these payment options, the customer may contact our Customer Service Center at [redacted] or visit [redacted] and type keywords: "Payment Options." 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 & PolicyDominion Virginia Power ?
I contacted Virginia Dominion Power Customer Service after I moved out of the state to cancel my service. The customer service represenative confirmed that my account was closed during this call. Four months later, I had a letter transferred to my new address in [redacted] stating that I owed a balance. I contacted Customer Service via telephone and was advised that my account was still active. I explained that their letter was transferred to my new address in [redacted] and that I haven't been living in Virginia for the past 4 months. I also stated that I contacted Customer Service four months ago and was told that my account was closed- she was unable to find any "notes" in her system indicating such. She then proceeded to ask if I wanted to dispute the charge, and transferred me to another Customer Service represenative AFTER I waited on hold for 45 minutes. I cannot believe the level of professionalism and incompetence of their staff.
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. This will require the timely receipt of the checks in question. If the company does not perform as promised I can get back to you at: [email protected].
I also respectfully request that Dominion train its customer service staff in this type of transaction so that other people dealing with estates do not need to go through this. I was told by Mr. W[redacted] and one other representative (Raissa) that it was clear that I was asking for the check to be reissued in my father-in-laws name from the very beginning.
There were a few staff that helped resolve this issue that should be recognized: Raissa in particular was able to solve this issue in one day. One the other hand, Ruth and David were very unhelpful. Ruth told me Dominion was not issuing refund checks without providing a solution leaving my situation in limbo. David hung up on me. Another staff, Ronisha, offered help but either she or Ruth lied when Ruth told me that Ronisha said that she had called to inform me that checks would not be issued. This did not happen.
[redacted]
Regards,
[redacted]
The court documents were emailed to Dominion Power yesterday. They have the proof of the name change!!!!!!!!!!!!!!!!!
I would like something in writing that says the name on the account has been changed to [redacted].
Thank you for contacting the Revdex.com with your billing concerns. 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. Therefore we must rely...
on the accuracy of the meter to determine the accuracy of the bill. On March 25, 2015 we performed a meter test at your residence. The meter was found to be recording 100.07% on light load and 100.93% on full load. The results of the meter test reflect that the meter was recording well within the accuracy limits as set forth by the Virginia State Corporation Commission which requires recording within 2% plus or minus of 100%. Our investigation has failed to disclose any conditions which would indicate that your bill was incorrect. We share your concern in this matter, but in view of our findings, no adjustments are in order.
Better...
Business Bureau,
Thank you for bringing this customer’s deposit
concerns to our attention. We appreciate the opportunity to research and
respond as necessary.
As
a regulated utility, Dominion Virginia Power is governed by the Virginia State
Corporation Commission (SCC). In
compliance with our Terms and Conditions, on file with the SCC, we may secure
accounts with deposits. A deposit is
required for all new customers without previous satisfactory payment history
with us within the last 12 months.
We received
an acceptable Credit Reference Letter on December 2, and processed
a deposit waiver for $230. Current
account information is available by managing the account online at dom.com or by contacting us at 1-866-366-4357.
Again, thank you for allowing us the
opportunity to address this customer’s concerns. If you have any additional
questions, or if we can be of further assistance, please call us at
1-800-938-2118.
Sincerely,
Ms. K. C[redacted]
Dominion Customer
Relations & Policy Specialist II
Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
This customer was incorrectly advised that a initial security deposit would not be necessary. Dominion apologizes for...
the mistake and the inconvenience. As a one-time courtesy, Dominion has cancelled the requested security deposit. Please note that if the account becomes delinquent an additional deposit may be requested in the future.
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]
Revdex.com,
Dominion is already in contact with our customer regarding his request for reimbursement. Reimbursement is not yet determined but our customer has contact information for status updates. Customer Relations & Policy is...
working with our customer to insure prompt resolution.
Sincerely,
C. B[redacted]
Customer Relations & Policy
I have used Dominion Power for the past 6 years, only because there are no other options. I have had 3 issues to date with them. First was in my appartment in Virginia Beach VA. Upon moving out, I payed my final bill with them leaving a balance of $0.00. Later down the road it was brought to my attention that Dominion turned my account over to a collection agency and showed negatively on my credit report. Although the balance showed as 0.00 on my credit report, it still caused minor issues when I bought a house.
Another issue is a constant issue with them in regards to billing. We receive a bill each month for an exact amount due. We pay that exact amount due but the next month states a different amount. For example, this month we owe 91.57. When we receive our next month's bill it will state the previous balance of a few dollars more or less. Thus creating either a credit or a debt with the company. This may be "normal", but I believe there has to be a better way to do this.
The most recent problem (because I am certain this will not be the last) occured today. We pay our bill via the phone service, which is very convenient for my wife and I. But as we tried to pay our bill today we were told that they never received our previous payment. We spoke to two different representatives from Dominion to dispute this. Both stated they never received a payment. Our bank statement showed otherwise. We were finally transferred a third time. After waiting on hold for exactly 47 minutes, a compotent potentially employee was able to help us. But there was no intervention required. Our bill was paid and it showed in their system the whole time. We wasted an hour of our lives for absolutely no reason.
Dominion Power has terrible customer support. I cannot say that I have had any issues with their actual power service, outside of natural disasters and such. But I can honestly say that if there was another option for power, Dominion Power would not have my business.
[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]. Also their review of the system is a lie because I tried more than a credit card through the system and even a bank card would not work. Don't worry I will never be a customer again after december.
Regards,[redacted]
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.
While I appreciate Dominions response and attempt to rectify the problem, I am taken back by their characterization of the issue. The issue has always been the water entering the conduit at a location near the electrical transformer that is then channeled by the conduit down to the property and into the meter box and finally into my electrical breaker panel. The resolution was 1) to seal the entrance to the conduit at the point of origin. Dominion has failed to do that. They attempted to seal the entrance to the base stand which is provided by Dominion. 2)It was not necessary to remove the small 4x4 retainers. When Dominion had the hole dug and busted the the pipe to relieve the water pressure being funneled to my house they could have very easily, disconnected their cabling, detached their base stand and slide it out over the cables, then slide a new base over the cables.
The ground was already dug up and there was no need to remove the small retainers, which incidentally would have taken about 5 minutes with no major effort, if they had just asked. The point here is the base conduit could have been removed just by sliding it out. The retainers were not preventing this and Dominion dug around them with no problems. I attempted to offer suggestions but the foreman seemed edgy so I left. The attached pictures will show that it was very easy to just slide the base stand out and replace it while the attempted the repair.
So Dominion has not completed the work. The main concern I have is the Water will still be channeled into the conduit and at some point the pressure will find or create an opening. This is an easy remedy. just by sealing the entrance at the point of origin and not only at my base. I am please that they have attempted repair. I am not pleased that they did not replace the stand which is cracked nor seal the entrance to the conduit.
December 1, 2014Revdex.com,Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and respond as necessary. Although Dominion does not directly handle customer electronic payments, we offer several...
payment methods for our customers. It appears the customer experienced a payment issue on November 27 using our vendor [redacted]; however, our investigation with [redacted] did not reveal any issues with their payment system on this date. Dominion customers may choose free payment options such as automatic bank draft, or by signing up for electronic billing ([redacted] under [redacted] via our website. The non-free payment options such as, credit card or debit payments using the automated service through [redacted] or authorized payment location centers, are used by our customers at their discretion. Certain convenience or transaction fees may apply. To learn more about these payment options, the customer may contact our Customer Service Center at [redacted] or visit [redacted] and type keywords: "Payment Options." 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 & PolicyDominion Virginia Power ?