RevDex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary Dominion has had the opportunity to discuss this customer’s concerns regarding a perceived high bill since the information was received from the Revdex.com This customer’s meter reading is verified and not estimatedThe current charges are accurateDominion has also discussed with this customer our available Serious Medical Condition form that allows customer’s with individuals in their home with serious medical conditions additional options regarding their billThis customer’s account has been assessed a security deposit in accordance with Dominion’s Terms and Conditions approved by the State Corporation Commission for standard residential deposit requirements that are applied to all residential electric customer accounts Again, thank you for allowing us the opportunity to address our customer’s concernsIf you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938- Sincerely, Daniel G [redacted] Dominion Virginia Power
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] At this stage, I am not satisfied with Dominion's response because they actually went ahead and replaced my meter on July 10, They took away the old meter and have not provided me with any written documentation on the old meter and the test resultsI am working with an electrician who is preparing a detailed analysis of home usage vsmeter read, and that should be ready shortlyUntil I receive a detailed Dominion response on the old meter functionality and test results, I do not think that they adequately addressed my concernsAlso, the fact that they replaced the meter shows that they did not think the old meter worked right, and they owe me money [redacted]
Thank you for bringing [redacted] concern to our attentionOur investigation does not reflect a request to remove her name from the account in question in August We have received a copy of the separation agreement; however we will also need documentation showing where the customer resided during the time period of August through September 2013, when the account was closed outOnce received, our Credit Services department will review and provide our final position on this inquiry Sincerely, [redacted] Dominion Customer Relations
June 17, Revdex.com, face="Times New Roman" size="3"> Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further Dominion made telephone contact to the customer and discussed her concernThe Company regrets the inconvenience and frustration the customer experienced while attempting to handle this matterOur investigation concluded the customer is not responsible for the debtDominion has requested the collection agency to update their recordsAdditionally, the Company will ensure the customer’s excellent payment history is restored The customer appears to be satisfied with the Company’s resolution Again, thank you for allowing us the opportunity to address this customer’s concern If Customer Relations may be of further assistance to you or the customer, please call us at [redacted] Sincerely, Greg W [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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedThis will require the timely receipt of the checks in questionIf the company does not perform as promised I can get back to you at: [email protected] 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 thisI was told by MrW [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 limboDavid 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]
Revdex.com, Thank you for forwarding our customers' concernsDominion is in the process of trimming the circuit serving this customerThis project should be completed by early fall of this yearTrimming typically occurs every 3-yearsThis should significantly reduce tree related outages in this area Related to the line location of frequent outages, please have the customer contact Customer Relations & Policy a [redacted] so that we can obtain more details in order to investigate this issue Sincerely,
[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] I complaint was resolved with a 23 dollar waive of reconnect fee, we still lost $100 in food and spent the night in a hot house. I'm just going to drop it because it's not going to get me anywhere. But thank you for contacting dominion power [redacted]
Customer: [redacted] sans-serif;">The shareholder complaint is unfounded Her mail and sale checks have been returned by the post office as undeliverable We have asked for a better address numerous times to no avail This shareholder is currently under investigation by Dominion’s Security Team regarding the many emails she has sent to our office and phone calls containing hate speak and racist comments Dominion will not allow a shareholder to speak to our representatives in this manner Until she provides an address other than the one on our records, [redacted] , we cannot mail a replacement sale check We look forward to getting this issue resolved Sincerely, [redacted] ***
Revdex.com, We are in communication with [redacted] and working toward a solution which will prevent interuption of electric serviceWe anticipate and arrangement which will be beneficialPlease contact Customer Relations at [redacted] if you have further questions Sincerely, [redacted] Dominion Customer Relations
Revdex.com, Thank you for bringing our customer’s concerns to our attention We appreciate the opportunity to research and respond We regret any misunderstanding between the customer and our associates Our research revealed a joint account is involved and this is considered a domestic matter Domestic matters fall outside the realm of Dominion’s responsibility Please understand we are unable to reverse the payment transaction initiated by the customer We strongly encourage the customer to contact their bill pay service to recover the payment 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, MsKC [redacted]
RevDex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary According to our records we charged off an unpaid balance and turned the electric service account over to [redacted] , a collection agency The collection agency reported the unpaid debt to the credit bureausOn August 5, 2015, we acknowledged receipt our customer’s payment of $on August 4, 2015, and agreed to settle for less than the full balance It is our understanding the credit report will still reflect the amount that was initially charged off as a loss however, when a charged off account is paid the account status will be updated to show that it is no longer delinquent This process may take up to days to be completed While we empathize with the implications of this item on our customer’s credit report, we are not in a position to require the collection agency to request removal of the reported debt from the credit bureaus Again, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at 1-800-938- Sincerely, MsKC [redacted] Dominion Customer Relations & Policy
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 months from the date the final installment is received if the account is in good standingDominion 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 concernsIf you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, [redacted] Dominion Virginia/North Carolina Power
Revdex.com, Thank you for bringing our customers' concerns to our attentionReview of the account shows start of service at the request of the customer but there is no record of a customer request to end the service or to cancel the request for serviceWhile we understand the customer never moved into the residence, the customer accepted responsibility for the services until we were notified to remove the name We suggest the customer contact the rental office of the complex to request acceptance of responsibility for the services An email has been sent to the customer with our contact informationWe will be glad to discuss this with the customer once contact is made Please advise the customer to contact Customer Relations & Policy at 1-800-938-for further assistance Sincerely, CB [redacted] - Customer Relations & Policy
February 14, Revdex.com, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate this issueUpon the Company’s review of the customer’s account, and subsequent telephone contact to the customer, Dominion has scheduled to conduct a high bill investigation and shared our website, [redacted] *Energy Savings) to learn more about energy conservation In regard to the customer’s meter billing usage, meter readings were verified for actual energy consumption and were not estimated and billed based on last year’s usage Again, thank you for allowing us the opportunity to address this customer’s concern If Customer Relations may be of further assistance to you or the customer, please call us at [redacted] Sincerely, [redacted] Dominion Virginia Power [redacted]
Revdex.com,Thank you for bringing our customers' concerns to our attentionReview of her account shows that the requirements needed to maintain electric service have been fulfilledThe customer is not at risk for interuption.Further questions can be addressed by calling Customer Relations & Policy at [redacted] Sincerely, [redacted]
Revdex.com,Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary.Dominion technicians and engineers, on separate occasions, have responded to this location and have not discovered any safety issuesIn addition, after receiving this inquiry from the Revdex.com, a supervisor from the engineering department attempted to reach out to this customerA voicemail was left at the phone number provided by the customer requesting they return the call to discuss their concerns furtherDominion has yet to hear back from this customer.Again, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if w can be of further assistance, feel free to call [redacted] Sincerely,Daniel G [redacted] Dominion Virginia Power
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary After the severe weather of 6/16/Dominion had approximately 250,customers without service Once the severe weather was out of our service territory Dominion initiated our restoration effort Part of the plan is to patrol areas to assess damage and then report findings to storm management so proper resources may be allocated to specific locations needing repair Based on initial assessments restoration times are determined and entered on customers’ accounts for planning purposes Unfortunately as the work in one area progresses, additional damage can be found which translates into more material, manpower, and time to complete Restoration in one area taking more time to complete, will necessarily delay efforts elsewhere The delays in getting this customer’s service restored was certainly not intentional, but in this instance unavoidable It is Dominion’s goal to provide reliable electric service; however, there are things such as weather events, which are beyond our controlSince the outage was cause by an act of nature and not by negligence on the part of Dominion Virginia Power, no compensation is warranted Again, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of further assistance, feel free to call [redacted] Sincerely, Daniel G [redacted] *
RevDex.com, We certainly understand our customers’ concerns regarding the deposit requested at the time of reconnection. Deposits are held until the account has been maintained on a current basis for one year. If the account is eligible for a refund after one year of paying on time, the deposit is credited to the account. If not, the deposit will remain until satisfactory credit is established or service is no longer requested, at which time the deposit will be applied to the closing bill. While it is never our desire to impose a financial burden on our customers, we must secure our accounts against loss. We have specific deposit guidelines, which are administered uniformly for all our customers. Under our Terms and Conditions filed with the Virginia State Corporation Commission, we are permitted to collect a security deposit not to exceed our customer’s estimated liability for two months’ usage. The deposit request meets the conditions for a security deposit and unfortunately, we are unable to comply with the request to waive the deposit. We understand this is not the response our customer was hoping to receive; however, we trust our position is understood. For additional questions we ask our customer to call Customer Relations & Policy at [redacted] Sincerely, C. B [redacted] Customer Relations & Policy
Revdex.com,Inquiry was made to our third party vendor, GoodCents, who installed and removed the mentioned deviceThe information received indicates: [redacted] has denied the customer's claimBased on their investigation and communication with her HVAC/Electrical contractor(s), [redacted] advised her that the switch has been tested and found to be functioning properlyHer contractor confirmed that the repair made was to a high voltage wire within the panel box inside her home.Her claim consists of damage to the breaker box, her refrigerator and her washing machineAs each of these is on a separate circuit and the switch was mounted to the AC unit and not the wall, it is not possible the switch installation caused her electrical issues.For this reason, Dominion supports denial of the customer's claim.Sincerely, [redacted] ***Customer Relations & Policy [redacted]
[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
RevDex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary Dominion has had the opportunity to discuss this customer’s concerns regarding a perceived high bill since the information was received from the Revdex.com This customer’s meter reading is verified and not estimatedThe current charges are accurateDominion has also discussed with this customer our available Serious Medical Condition form that allows customer’s with individuals in their home with serious medical conditions additional options regarding their billThis customer’s account has been assessed a security deposit in accordance with Dominion’s Terms and Conditions approved by the State Corporation Commission for standard residential deposit requirements that are applied to all residential electric customer accounts Again, thank you for allowing us the opportunity to address our customer’s concernsIf you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938- Sincerely, Daniel G [redacted] Dominion Virginia Power
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] At this stage, I am not satisfied with Dominion's response because they actually went ahead and replaced my meter on July 10, They took away the old meter and have not provided me with any written documentation on the old meter and the test resultsI am working with an electrician who is preparing a detailed analysis of home usage vsmeter read, and that should be ready shortlyUntil I receive a detailed Dominion response on the old meter functionality and test results, I do not think that they adequately addressed my concernsAlso, the fact that they replaced the meter shows that they did not think the old meter worked right, and they owe me money [redacted]
Thank you for bringing [redacted] concern to our attentionOur investigation does not reflect a request to remove her name from the account in question in August We have received a copy of the separation agreement; however we will also need documentation showing where the customer resided during the time period of August through September 2013, when the account was closed outOnce received, our Credit Services department will review and provide our final position on this inquiry Sincerely, [redacted] Dominion Customer Relations
June 17, Revdex.com, face="Times New Roman" size="3"> Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further Dominion made telephone contact to the customer and discussed her concernThe Company regrets the inconvenience and frustration the customer experienced while attempting to handle this matterOur investigation concluded the customer is not responsible for the debtDominion has requested the collection agency to update their recordsAdditionally, the Company will ensure the customer’s excellent payment history is restored The customer appears to be satisfied with the Company’s resolution Again, thank you for allowing us the opportunity to address this customer’s concern If Customer Relations may be of further assistance to you or the customer, please call us at [redacted] Sincerely, Greg W [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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedThis will require the timely receipt of the checks in questionIf the company does not perform as promised I can get back to you at: [email protected] 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 thisI was told by MrW [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 limboDavid 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]
Revdex.com, Thank you for forwarding our customers' concernsDominion is in the process of trimming the circuit serving this customerThis project should be completed by early fall of this yearTrimming typically occurs every 3-yearsThis should significantly reduce tree related outages in this area Related to the line location of frequent outages, please have the customer contact Customer Relations & Policy a [redacted] so that we can obtain more details in order to investigate this issue Sincerely,
[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] I complaint was resolved with a 23 dollar waive of reconnect fee, we still lost $100 in food and spent the night in a hot house. I'm just going to drop it because it's not going to get me anywhere. But thank you for contacting dominion power [redacted]
Customer: [redacted] sans-serif;">The shareholder complaint is unfounded Her mail and sale checks have been returned by the post office as undeliverable We have asked for a better address numerous times to no avail This shareholder is currently under investigation by Dominion’s Security Team regarding the many emails she has sent to our office and phone calls containing hate speak and racist comments Dominion will not allow a shareholder to speak to our representatives in this manner Until she provides an address other than the one on our records, [redacted] , we cannot mail a replacement sale check We look forward to getting this issue resolved Sincerely, [redacted] ***
Revdex.com, We are in communication with [redacted] and working toward a solution which will prevent interuption of electric serviceWe anticipate and arrangement which will be beneficialPlease contact Customer Relations at [redacted] if you have further questions Sincerely, [redacted] Dominion Customer Relations
Revdex.com, Thank you for bringing our customer’s concerns to our attention We appreciate the opportunity to research and respond We regret any misunderstanding between the customer and our associates Our research revealed a joint account is involved and this is considered a domestic matter Domestic matters fall outside the realm of Dominion’s responsibility Please understand we are unable to reverse the payment transaction initiated by the customer We strongly encourage the customer to contact their bill pay service to recover the payment 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, MsKC [redacted]
RevDex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary According to our records we charged off an unpaid balance and turned the electric service account over to [redacted] , a collection agency The collection agency reported the unpaid debt to the credit bureausOn August 5, 2015, we acknowledged receipt our customer’s payment of $on August 4, 2015, and agreed to settle for less than the full balance It is our understanding the credit report will still reflect the amount that was initially charged off as a loss however, when a charged off account is paid the account status will be updated to show that it is no longer delinquent This process may take up to days to be completed While we empathize with the implications of this item on our customer’s credit report, we are not in a position to require the collection agency to request removal of the reported debt from the credit bureaus Again, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at 1-800-938- Sincerely, MsKC [redacted] Dominion Customer Relations & Policy
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 months from the date the final installment is received if the account is in good standingDominion 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 concernsIf you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, [redacted] Dominion Virginia/North Carolina Power
Revdex.com, Thank you for bringing our customers' concerns to our attentionReview of the account shows start of service at the request of the customer but there is no record of a customer request to end the service or to cancel the request for serviceWhile we understand the customer never moved into the residence, the customer accepted responsibility for the services until we were notified to remove the name We suggest the customer contact the rental office of the complex to request acceptance of responsibility for the services An email has been sent to the customer with our contact informationWe will be glad to discuss this with the customer once contact is made Please advise the customer to contact Customer Relations & Policy at 1-800-938-for further assistance Sincerely, CB [redacted] - Customer Relations & Policy
February 14, Revdex.com, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate this issueUpon the Company’s review of the customer’s account, and subsequent telephone contact to the customer, Dominion has scheduled to conduct a high bill investigation and shared our website, [redacted] *Energy Savings) to learn more about energy conservation In regard to the customer’s meter billing usage, meter readings were verified for actual energy consumption and were not estimated and billed based on last year’s usage Again, thank you for allowing us the opportunity to address this customer’s concern If Customer Relations may be of further assistance to you or the customer, please call us at [redacted] Sincerely, [redacted] Dominion Virginia Power [redacted]
Revdex.com,Thank you for bringing our customers' concerns to our attentionReview of her account shows that the requirements needed to maintain electric service have been fulfilledThe customer is not at risk for interuption.Further questions can be addressed by calling Customer Relations & Policy at [redacted] Sincerely, [redacted]
Revdex.com,Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary.Dominion technicians and engineers, on separate occasions, have responded to this location and have not discovered any safety issuesIn addition, after receiving this inquiry from the Revdex.com, a supervisor from the engineering department attempted to reach out to this customerA voicemail was left at the phone number provided by the customer requesting they return the call to discuss their concerns furtherDominion has yet to hear back from this customer.Again, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if w can be of further assistance, feel free to call [redacted] Sincerely,Daniel G [redacted] Dominion Virginia Power
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary After the severe weather of 6/16/Dominion had approximately 250,customers without service Once the severe weather was out of our service territory Dominion initiated our restoration effort Part of the plan is to patrol areas to assess damage and then report findings to storm management so proper resources may be allocated to specific locations needing repair Based on initial assessments restoration times are determined and entered on customers’ accounts for planning purposes Unfortunately as the work in one area progresses, additional damage can be found which translates into more material, manpower, and time to complete Restoration in one area taking more time to complete, will necessarily delay efforts elsewhere The delays in getting this customer’s service restored was certainly not intentional, but in this instance unavoidable It is Dominion’s goal to provide reliable electric service; however, there are things such as weather events, which are beyond our controlSince the outage was cause by an act of nature and not by negligence on the part of Dominion Virginia Power, no compensation is warranted Again, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of further assistance, feel free to call [redacted] Sincerely, Daniel G [redacted] *
RevDex.com, We certainly understand our customers’ concerns regarding the deposit requested at the time of reconnection. Deposits are held until the account has been maintained on a current basis for one year. If the account is eligible for a refund after one year of paying on time, the deposit is credited to the account. If not, the deposit will remain until satisfactory credit is established or service is no longer requested, at which time the deposit will be applied to the closing bill. While it is never our desire to impose a financial burden on our customers, we must secure our accounts against loss. We have specific deposit guidelines, which are administered uniformly for all our customers. Under our Terms and Conditions filed with the Virginia State Corporation Commission, we are permitted to collect a security deposit not to exceed our customer’s estimated liability for two months’ usage. The deposit request meets the conditions for a security deposit and unfortunately, we are unable to comply with the request to waive the deposit. We understand this is not the response our customer was hoping to receive; however, we trust our position is understood. For additional questions we ask our customer to call Customer Relations & Policy at [redacted] Sincerely, C. B [redacted] Customer Relations & Policy
Revdex.com,Inquiry was made to our third party vendor, GoodCents, who installed and removed the mentioned deviceThe information received indicates: [redacted] has denied the customer's claimBased on their investigation and communication with her HVAC/Electrical contractor(s), [redacted] advised her that the switch has been tested and found to be functioning properlyHer contractor confirmed that the repair made was to a high voltage wire within the panel box inside her home.Her claim consists of damage to the breaker box, her refrigerator and her washing machineAs each of these is on a separate circuit and the switch was mounted to the AC unit and not the wall, it is not possible the switch installation caused her electrical issues.For this reason, Dominion supports denial of the customer's claim.Sincerely, [redacted] ***Customer Relations & Policy [redacted]
[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