Revdex.com, Thank you for bringing this customer’s billing concerns to our attentionWe appreciate the opportunity to research and respond as necessary We certainly understand no one wants to pay for more electricity than they feel they have used 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 Per the customer’s request, we sent a representative to the service address to inspect the meter and ensure the customer was billed for the correct usage on August 18, Our representative obtained a “visual” meter reading of which was in line with previous meter readings used for billing We hung a door tag with the results of our findings at the service location Our investigation has failed to disclose any conditions which would indicate the bills previously rendered were incorrectWe encourage the customer to visit our website, dom.com for ways to save conserve energy Again, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted] Sincerely, MsKC [redacted] Dominion Customer Relations & Policy
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary We regret the misunderstanding concerning our tree trimming responsibilityTo clarify, we only trim for our primary voltage conductors located at the upper portion of the pole (running from pole to pole) We do not trim trees that overhang or are touching the secondary service wires ( [redacted] ) that may pose a threat homeowner’s service (from pole to house) On September 25, our field personnel responded to our customer’s service request to remove a tree from our line Our field investigation revealed our primary and neutral conductors are located on the overhead transformer pole on the opposite side of the streetIn this case, the tree in question is touching the insulated secondary service wires that run from the transformer pole to a pole at the front corner of the property to the customer’s house Unfortunately, this is a private tree issue, which is outside the realm of Dominion’s responsibility We will temporarily de-energize or remove the service wires to allow safe removal of the tree Should the customer wish to coordinate this service request, please call our Customer Care Center at [redacted] at least hours in advance We realize this is not the desired outcome; however, we trust our customer will understand our positionAgain, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted] Sincerely, [redacted] Dominion Customer Relations & Policy Specialist II
June 16, 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 consecutive months of on-time payments Currently, there are 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]
Revdex.com,Thank you for bringing this customer’s account concerns to our attentionWe appreciate the opportunity to research and respond as necessary.Our Budget Billing Plan (BBP) provides a convenient way for our customers to manage their electric bills to minimize seasonal fluctuationThe budget amount is based on the customer’s previous months billing for the service addressBased on our research we discovered the customer removed the electric service account from the BBP using our website on December 28, Once removed from the plan the account balance is due in fullTo be eligible to re-enroll in the BBP several conditions are required for this customer:• Customer must have a zero account balance or owe only a current bill (no past due balance)• Cannot re-enroll until after the next billing cycle date (February 11, 2016) We certainly understand our customer’s desire to change the billing due dateOur customers are geographically grouped into meter reading “cycles”The meter cycle routes are designed in such a way that maintains a level work force and provides the most accurate billing system possible, which we know is important to our customersBecause the number of days in our billing cycle may vary from to days, the bill due dates fluctuate each monthTherefore, we are unable to allow customers to choose their own due dates at this timeAgain, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at 1-800-938-Sincerely, MsK [redacted] Dominion Customer Relations & Policy
Revdex.com, Thank you for your inquiry regarding the concerns of our customerWe 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' concernsPlease contact Customer Relations at [redacted] for further questions Sincerely, [redacted] Customer Relations
Better Business Bureau, 12pt;">Thank you for bringing our customer's concerns to our attention We appreciate the opportunity to research and respondWe completed an in-depth investigation and discovered the leaseholder at the service address in question is not the complainant Due to recent activity at this location lease verification is required for the applicant otherwise the verification as well as full payment for any outstanding balance is required to restore the electric service 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 [redacted]
Dear [redacted] : On behalf of Dominion Retail, Incd/b/a Dominion Energy Solutions (“DES”), I am responding to the above-referenced complaint Complainant, whose prior service address was located on the [redacted] ) natural gas utility system on [redacted] , has been a natural gas commodity customer of DES dating back to October Her account with DES was automatically cancelled on February 21, 2014, evidently because her residence has been soldReportedly, Complainant is now due a refund from DESHowever, because the utility ( [redacted] ), not DES, is responsible for the monthly billing, it is necessary that DES await receipt of closing account information from [redacted] s before any necessary DES refund payment to Complaint can be processedThis can take several months The timing of the refund process was explained to Complaint when she called the DES call center on April 9, to inquire about her refund The DES call center supervisor she spoke to that day offered to attempt to expedite the refund process if Complainant would send DES—by facsimile or email—a copy of the final utility bill shows the refund amountShe declined and to date has not sent the requested informationThus, any refund she is entitled to will be processed in fashion after DES receives the necessary final account information from [redacted] s In conclusion, while DES appreciated Complainant’s 15-plus years as a customer of DES< at the same time DES denies any allegations by her of wrongdoing I am providing Complaint a copy of this letter by U.SMail Please contact me should you have any questions Respectfully submitted, [redacted] ***
October 3, 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, 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]
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 thisAnd why has no one before been able to see that they contact me and the landlord in May 2014? Because they didn'tNot 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 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 billSo 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 reportI 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 behalfDOM is full of lies, and the customers suffer from themThey get away with it because they are a monopoly, which I thought was illegal? Additionally, when I was informed on yesterday at approximately 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 issueMy power is now off for the $1,that I am told is owed on the old accountThere is an additional balance of approx$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 eatI 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 ThursdaySince this was the first I time I was told to do so, I should have at least been given 24-hrs to accomplish the taskAlso, I was told that this was indeed an identity theft/fraud issue, and was not told that it was not until yesterday when I calledNever 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-minutes at a time, which is what happens when DOM is calledFurther, I was also told by the supervisor I spoke with on yesterday (MsB***, [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 customersThey call us." And she also stated that they had no way to contact me until Dec when they transferred the balance to my current account, contrary to the lie that their latest response statesDOM did NOT contact me in May 2014, for as I said, the matter would have been settled at that timeThe 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 toDuring 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-DecemberEach time, I get different people, have to explain the situation 2-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 'until Dec '13, then May '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 'yet no one told me that before, because I wasn'tThis is getting ridiculous, and I'm the one who is sufferingIf they contacted the landlord in May as they said, and he confirmed that I had moved out in 2013, this would not be an issue, unless he liedDOM's story isn't adding up, but it equals me being without electric service now for THEIR mistake, oversight, and constant mishandling and mismanagementIt 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 reportI 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 behalfDOM is full of lies, and the customers suffer from themThey get away with it because they are a monopoly, which I thought was illegal?
Better Business Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary Our investigation revealed our field crew was performing underground work which required access to our transformer The decal on our transformer convey obstructions such as trees, shrubbery, decorative screens, or fences may become damaged or removed if they prohibit access to maintain or operate our equipment Dominion contacted the customer via telephone on May 7, The Company agreed to replace the holly bush under the condition that it is not replanted in front of our underground transformer On May 8, the customer received the new bush The customer is satisfied with the Company’s resolution Again, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, Ms [redacted] Dominion Customer Relations & Policy Specialist II
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary We regret the misunderstanding between our customer and our Customer Care associates We attempted to reach the customer by telephone to no avail Our research revealed the new turn on service order for October 31st was systematically placed on hold in error As a result, we released this service order from hold We verified the two outstanding balances for the previous service locations in question are accurate for our customer of record In accordance with the customer’s request, we furnished copies of the closing bills for the electric accounts via email The customer was advised of the required action to proceed with the new service request Again, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted] [redacted] Dominion Customer Relations & Policy Specialist II
Revdex.com, Thank you for bringing our customers' concerns to our attentionWe have attempted to reach our customer at the daytime phone number listedWe would like to discuss the details of the account transactions with our customer but will respond at this time in brief Dominion offers customers the option of contributing to the EnergyShare Program by adding specific increments to their paymentOnly accounts which hold a zero balance are eligibleOur customers' previous account was a zero balance after the account closed and the previous balance transferred to the new accountOur customer continued, however, to make payments to the old account number in the exact increments for EnergyShare contributionsThe message below appears on customer statements: Help a family in need through EnergyShare - add $1,2,5,10,20,or to your paymentOverpayments in these exact amounts are automatically recognized as a contribution to EnergyShareYou may also mail a separate check for any amount payable to EnergyShare to [redacted] .Per ?????our customers' request, payments totaling $ [redacted] ($ [redacted] increments X8) were transferred to the new accountLate charges up to the date of transfer [redacted] The current balance on the account is due from our customer and we suggest she call to set a payment arrangement to avoid interruption of services Please contact Customer Relations at [redacted] if you have further questions [redacted] Dominion Customer Relations
hello--- I was asked to send a copy of something to/from Dominion regarding last ebill unfortunately, going back more than 6mos, I was unable to find any Dominion mail I guess I permanently delete things I think I won't need sorry---I see nothing at all recently from Dominion ex today I got their "gift card" (in reg mail) to make me "happy"I talked to them today and got nowhere call again if there is something else I can send u otherwise my only option is to wait wks to see if they actually send my bill this mobut it's not what a consumer should have to do--check on the supplier to see if they sent my monthly bill! very frustratingly [redacted] ***
03/13/201, I am writing this letter to brief to researcher on the problem at hand In my account [redacted] was open and current refer to [redacted] The very next month the total amount due was and it's because it reflected a balance forward for 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 $was forwarded to [redacted] The service for this account was closed in May 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 I decided I wanted to buy a home and realized that the dominion account was on my credit so I opened the dispute back upAt the time I spoke to and worked with a *** [redacted] who ultimately made the decision that dominion had forwarded the from an unknown account that was not in any way related to my account so the disconnect was at fault on dominion's behalfIn 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]
March 7, face="Times New Roman" size="3"> Better Business Bureau, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further Based on a thorough review of our records, the customer has satisfied the outstanding balance owed ($270.99) This balance was charged off to [redacted] collections agency on December 23, and was recently paid in full on February 1, The customer may contact the major credit bureaus to find out when this information will drop off of their credit reports 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 1-800-938- Sincerely, Greg W [redacted] Dominion Virginia Power Customer Relations & Policy
April 29, 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 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: 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 itOnly spoke with the investigatorPlease advise when the meter was pulled for testing Regards, [redacted]
Dominion Virginia Power in a terrible companyUnannounced service power interruptions, and awful response times regarding restorationCustomer service is subpar at bestHorrendous and unreliable business
Revdex.com, class="normal-p">Thank you for bringing our customer's concerns to our attentionDominion's policies are listed below and all customers are required the sameThis information was supplied to our customer, as he indicated in this communication A deposit will be required if: · The customer has no previous credit history with Dominion Virginia Power · The previous Dominion Virginia Power credit history was over months ago · The customer has previous unsatisfactory credit history within the last months · The customer did not have service long enough to establish satisfactory credit within the last months A deposit will be waived if: · A Credit Reference letter from another electric or gas utility is supplied · Verification of Active Duty Military status Once satisfactory credit has been established for months, the security deposit will be credited to the account with interest Customers can also request to be refunded If our customer needs further information about lowering the installments he can call [redacted] to request the deposit broken into more installmentsThis will lessen the amount he will pay each month We trust this information will be satisfactory to our customer Sincerely, Dominion Customer Relations & Policy
Revdex.com,Thank you for bringing this customer's concerns to our attentionWe appreciate the opportunity to research and respond as necessary.Dominion has already communicated with this customer and is in the process of addressing his concernsWe have agreed to maintain contact to ensure resolution.Again, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, [redacted] ***
Revdex.com, Thank you for bringing this customer’s billing concerns to our attentionWe appreciate the opportunity to research and respond as necessary We certainly understand no one wants to pay for more electricity than they feel they have used 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 Per the customer’s request, we sent a representative to the service address to inspect the meter and ensure the customer was billed for the correct usage on August 18, Our representative obtained a “visual” meter reading of which was in line with previous meter readings used for billing We hung a door tag with the results of our findings at the service location Our investigation has failed to disclose any conditions which would indicate the bills previously rendered were incorrectWe encourage the customer to visit our website, dom.com for ways to save conserve energy Again, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted] Sincerely, MsKC [redacted] Dominion Customer Relations & Policy
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary We regret the misunderstanding concerning our tree trimming responsibilityTo clarify, we only trim for our primary voltage conductors located at the upper portion of the pole (running from pole to pole) We do not trim trees that overhang or are touching the secondary service wires ( [redacted] ) that may pose a threat homeowner’s service (from pole to house) On September 25, our field personnel responded to our customer’s service request to remove a tree from our line Our field investigation revealed our primary and neutral conductors are located on the overhead transformer pole on the opposite side of the streetIn this case, the tree in question is touching the insulated secondary service wires that run from the transformer pole to a pole at the front corner of the property to the customer’s house Unfortunately, this is a private tree issue, which is outside the realm of Dominion’s responsibility We will temporarily de-energize or remove the service wires to allow safe removal of the tree Should the customer wish to coordinate this service request, please call our Customer Care Center at [redacted] at least hours in advance We realize this is not the desired outcome; however, we trust our customer will understand our positionAgain, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted] Sincerely, [redacted] Dominion Customer Relations & Policy Specialist II
June 16, 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 consecutive months of on-time payments Currently, there are 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]
Revdex.com,Thank you for bringing this customer’s account concerns to our attentionWe appreciate the opportunity to research and respond as necessary.Our Budget Billing Plan (BBP) provides a convenient way for our customers to manage their electric bills to minimize seasonal fluctuationThe budget amount is based on the customer’s previous months billing for the service addressBased on our research we discovered the customer removed the electric service account from the BBP using our website on December 28, Once removed from the plan the account balance is due in fullTo be eligible to re-enroll in the BBP several conditions are required for this customer:• Customer must have a zero account balance or owe only a current bill (no past due balance)• Cannot re-enroll until after the next billing cycle date (February 11, 2016) We certainly understand our customer’s desire to change the billing due dateOur customers are geographically grouped into meter reading “cycles”The meter cycle routes are designed in such a way that maintains a level work force and provides the most accurate billing system possible, which we know is important to our customersBecause the number of days in our billing cycle may vary from to days, the bill due dates fluctuate each monthTherefore, we are unable to allow customers to choose their own due dates at this timeAgain, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at 1-800-938-Sincerely, MsK [redacted] Dominion Customer Relations & Policy
Revdex.com, Thank you for your inquiry regarding the concerns of our customerWe 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' concernsPlease contact Customer Relations at [redacted] for further questions Sincerely, [redacted] Customer Relations
Better Business Bureau, 12pt;">Thank you for bringing our customer's concerns to our attention We appreciate the opportunity to research and respondWe completed an in-depth investigation and discovered the leaseholder at the service address in question is not the complainant Due to recent activity at this location lease verification is required for the applicant otherwise the verification as well as full payment for any outstanding balance is required to restore the electric service 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 [redacted]
Dear [redacted] : On behalf of Dominion Retail, Incd/b/a Dominion Energy Solutions (“DES”), I am responding to the above-referenced complaint Complainant, whose prior service address was located on the [redacted] ) natural gas utility system on [redacted] , has been a natural gas commodity customer of DES dating back to October Her account with DES was automatically cancelled on February 21, 2014, evidently because her residence has been soldReportedly, Complainant is now due a refund from DESHowever, because the utility ( [redacted] ), not DES, is responsible for the monthly billing, it is necessary that DES await receipt of closing account information from [redacted] s before any necessary DES refund payment to Complaint can be processedThis can take several months The timing of the refund process was explained to Complaint when she called the DES call center on April 9, to inquire about her refund The DES call center supervisor she spoke to that day offered to attempt to expedite the refund process if Complainant would send DES—by facsimile or email—a copy of the final utility bill shows the refund amountShe declined and to date has not sent the requested informationThus, any refund she is entitled to will be processed in fashion after DES receives the necessary final account information from [redacted] s In conclusion, while DES appreciated Complainant’s 15-plus years as a customer of DES< at the same time DES denies any allegations by her of wrongdoing I am providing Complaint a copy of this letter by U.SMail Please contact me should you have any questions Respectfully submitted, [redacted] ***
October 3, 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, 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]
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 thisAnd why has no one before been able to see that they contact me and the landlord in May 2014? Because they didn'tNot 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 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 billSo 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 reportI 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 behalfDOM is full of lies, and the customers suffer from themThey get away with it because they are a monopoly, which I thought was illegal? Additionally, when I was informed on yesterday at approximately 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 issueMy power is now off for the $1,that I am told is owed on the old accountThere is an additional balance of approx$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 eatI 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 ThursdaySince this was the first I time I was told to do so, I should have at least been given 24-hrs to accomplish the taskAlso, I was told that this was indeed an identity theft/fraud issue, and was not told that it was not until yesterday when I calledNever 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-minutes at a time, which is what happens when DOM is calledFurther, I was also told by the supervisor I spoke with on yesterday (MsB***, [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 customersThey call us." And she also stated that they had no way to contact me until Dec when they transferred the balance to my current account, contrary to the lie that their latest response statesDOM did NOT contact me in May 2014, for as I said, the matter would have been settled at that timeThe 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 toDuring 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-DecemberEach time, I get different people, have to explain the situation 2-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 'until Dec '13, then May '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 'yet no one told me that before, because I wasn'tThis is getting ridiculous, and I'm the one who is sufferingIf they contacted the landlord in May as they said, and he confirmed that I had moved out in 2013, this would not be an issue, unless he liedDOM's story isn't adding up, but it equals me being without electric service now for THEIR mistake, oversight, and constant mishandling and mismanagementIt 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 reportI 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 behalfDOM is full of lies, and the customers suffer from themThey get away with it because they are a monopoly, which I thought was illegal?
Better Business Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary Our investigation revealed our field crew was performing underground work which required access to our transformer The decal on our transformer convey obstructions such as trees, shrubbery, decorative screens, or fences may become damaged or removed if they prohibit access to maintain or operate our equipment Dominion contacted the customer via telephone on May 7, The Company agreed to replace the holly bush under the condition that it is not replanted in front of our underground transformer On May 8, the customer received the new bush The customer is satisfied with the Company’s resolution Again, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, Ms [redacted] Dominion Customer Relations & Policy Specialist II
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary We regret the misunderstanding between our customer and our Customer Care associates We attempted to reach the customer by telephone to no avail Our research revealed the new turn on service order for October 31st was systematically placed on hold in error As a result, we released this service order from hold We verified the two outstanding balances for the previous service locations in question are accurate for our customer of record In accordance with the customer’s request, we furnished copies of the closing bills for the electric accounts via email The customer was advised of the required action to proceed with the new service request Again, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted] [redacted] Dominion Customer Relations & Policy Specialist II
Revdex.com, Thank you for bringing our customers' concerns to our attentionWe have attempted to reach our customer at the daytime phone number listedWe would like to discuss the details of the account transactions with our customer but will respond at this time in brief Dominion offers customers the option of contributing to the EnergyShare Program by adding specific increments to their paymentOnly accounts which hold a zero balance are eligibleOur customers' previous account was a zero balance after the account closed and the previous balance transferred to the new accountOur customer continued, however, to make payments to the old account number in the exact increments for EnergyShare contributionsThe message below appears on customer statements: Help a family in need through EnergyShare - add $1,2,5,10,20,or to your paymentOverpayments in these exact amounts are automatically recognized as a contribution to EnergyShareYou may also mail a separate check for any amount payable to EnergyShare to [redacted] .Per ?????our customers' request, payments totaling $ [redacted] ($ [redacted] increments X8) were transferred to the new accountLate charges up to the date of transfer [redacted] The current balance on the account is due from our customer and we suggest she call to set a payment arrangement to avoid interruption of services Please contact Customer Relations at [redacted] if you have further questions [redacted] Dominion Customer Relations
hello--- I was asked to send a copy of something to/from Dominion regarding last ebill unfortunately, going back more than 6mos, I was unable to find any Dominion mail I guess I permanently delete things I think I won't need sorry---I see nothing at all recently from Dominion ex today I got their "gift card" (in reg mail) to make me "happy"I talked to them today and got nowhere call again if there is something else I can send u otherwise my only option is to wait wks to see if they actually send my bill this mobut it's not what a consumer should have to do--check on the supplier to see if they sent my monthly bill! very frustratingly [redacted] ***
03/13/201, I am writing this letter to brief to researcher on the problem at hand In my account [redacted] was open and current refer to [redacted] The very next month the total amount due was and it's because it reflected a balance forward for 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 $was forwarded to [redacted] The service for this account was closed in May 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 I decided I wanted to buy a home and realized that the dominion account was on my credit so I opened the dispute back upAt the time I spoke to and worked with a *** [redacted] who ultimately made the decision that dominion had forwarded the from an unknown account that was not in any way related to my account so the disconnect was at fault on dominion's behalfIn 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]
March 7, face="Times New Roman" size="3"> Better Business Bureau, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further Based on a thorough review of our records, the customer has satisfied the outstanding balance owed ($270.99) This balance was charged off to [redacted] collections agency on December 23, and was recently paid in full on February 1, The customer may contact the major credit bureaus to find out when this information will drop off of their credit reports 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 1-800-938- Sincerely, Greg W [redacted] Dominion Virginia Power Customer Relations & Policy
April 29, 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 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: 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 itOnly spoke with the investigatorPlease advise when the meter was pulled for testing Regards, [redacted]
Dominion Virginia Power in a terrible companyUnannounced service power interruptions, and awful response times regarding restorationCustomer service is subpar at bestHorrendous and unreliable business
Revdex.com, class="normal-p">Thank you for bringing our customer's concerns to our attentionDominion's policies are listed below and all customers are required the sameThis information was supplied to our customer, as he indicated in this communication A deposit will be required if: · The customer has no previous credit history with Dominion Virginia Power · The previous Dominion Virginia Power credit history was over months ago · The customer has previous unsatisfactory credit history within the last months · The customer did not have service long enough to establish satisfactory credit within the last months A deposit will be waived if: · A Credit Reference letter from another electric or gas utility is supplied · Verification of Active Duty Military status Once satisfactory credit has been established for months, the security deposit will be credited to the account with interest Customers can also request to be refunded If our customer needs further information about lowering the installments he can call [redacted] to request the deposit broken into more installmentsThis will lessen the amount he will pay each month We trust this information will be satisfactory to our customer Sincerely, Dominion Customer Relations & Policy
Revdex.com,Thank you for bringing this customer's concerns to our attentionWe appreciate the opportunity to research and respond as necessary.Dominion has already communicated with this customer and is in the process of addressing his concernsWe have agreed to maintain contact to ensure resolution.Again, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, [redacted] ***