Revdex.com, Copies of original billing statements are maintained for monthsFinal billing for this service under this customers' name was Feb3, Therefore, copies of statements are not available However, account records are retained for a maximum of three (3) years from the current dateThis information has been sent to the customer as of March 2, Information prior to March is not available For further questions, contact Customer Relations & Policy at 1-800-938- Sincerely, CB [redacted] Customer Relations & Policy
Better Business Office, We have come to an agreement with the customer that is acceptable to herPlease contact Customer Relations & Policy for further questions Customer Relations & Policy
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***
It is not a family issue...$ was paid on the wrong account regardless of whether shes her niece or notInformation was not taken because the representative from dominion made it sound like even it she did it that she still wasnt going to get her money transferred to the right accountThe representative from dominion stated that she believed my mom paid it!
Revdex.com,We have contacted our customer and reviewed his concerns in great detailSeveral processes are being taken to ensure the customer is being billed accurately. Dominion will maintain contact with our customer until all concerns
have been appropriately addressed.** ***Customer Relations & Policy
July 22,
Revdex.com,
Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate this issue
The Company acknowledges the customer's request and has transferred the
payment of $to the correct account and credit action is no longer pending. We regret the incorrect posting
When our customers request that a name be removed from a joint account, the process is to establish a new account with a new account number for the customer remaining at the location. The original account is closed and left in the names of the joint account holders for accurate record keeping
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 ***
Sincerely,
*** ***
Dominion Virginia Power
Customer Relations
?
July 11,
Revdex.com,
Thank you for bringing this customer's concern to our attentionWe appreciate the opportunity to research and respond.
Dominion made telephone contact to the customer on July 9, and discussed the
customer's concern. Additionally, Dominion visited the customer's residence on July 10th and removed the debrisThe customer is 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 ***
Sincerely,
*** ***
Dominion Virginia Power
Customer Relations
?
RevDex.com,
normal; MARGIN: 0in 0in 0pt" class="MsoNormal">
Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
Our automated system is very effective for most inquiries, but we realize there are occasions when our customers need to speak with a representativeOur research revealed our customer contacted our Customer Care Center today and brought this matter to our attention. A sample copy of the bill is available on our website at www.dom.com, search: Understanding Your Bill Customers experiencing difficulties reading the bill may request large print bills by calling us at ***.
We regret any inconvenience and frustration this matter may have caused
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 ***
Sincerely,
Ms** ***
Dominion Customer Relations & Policy Specialist II
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Meter was replaced on 1/28/2015. When I contacted Dominion Power on 2/5/I was informed that removed meter had a "bad ert" which usually results in necessary adjustments to billing statement.I am requesting further investigation into this matter.Sincerely,*** ***
Regards,*** *** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This still does not fully address this situation This is the same canned response that is provided to many clients of DVP You are sending people to the website which they should not have to do The information should be printed darker for the "important information" on the reverse side of the bill Even in going to view this on the website, it is still in a light grayscale Many can read this, and it improve relations and time management not to have to take so long to read it Again, this is just not me...I'm speaking up and being a voice for others There are many elderly, and those who can barely see this information.Why is this information not being provided in the same viewing capacity and shade of print as on the front of the statement?Why is DVP making this so difficult?Is it because they figure clients will give up on reading this information?It is very simple technology wise to darken the shade.Again, why is this not done?It is not the larger print, it is DARKER print
Regards,
*** ***
Dear Revdex.com:
"">
Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond
Although we do not have record of a turn off request for the service address in question, I was able to contact *** *** *** and validate the customer did not move in. On February 25, we received notification from *** *** *** agreeing to accept responsibility for the usage from November 12, to December 3, 2013.
As a result, we have adjusted the billing and removed all associated charges. A revised bill will be mailed very soon. In my telephone contact to the customer today, February 25, 2014, the customer is satisfied with Dominion’s resolution
Sincerely,
*** ***
Customer Relations Program Specialist
Revdex.com,
Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
Dominion regrets the difficulty that this customer experienced in attempting to successfully complete his request
Dominion attempted to access this location to perform the customer’s request but was unable to gain accessDominion has since completed the customer’s request as originally requestedThe customer will not be responsible for any charges past the date of their original requestWe apologize for any inconvenience
Again, thank you for allowing us the opportunity to address this customer’s concernsIf you any additional questions, or if we can be of any further assistance, feel free to call ***
Sincerely,
*** ***
*** *** ***
October
5,
RevDex.com,
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 emailed its explanation concerning a
credit, not a balance, on the customer’s Dominion electric account. Additionally, the Company sends an apology to
the customer for the hold time experienced, as mentioned to the RevDex.com. The customer appears to be
satisfied with the Company’s resolution
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 ***
Sincerely,
Greg W***
Dominion
Virginia Power
Customer Relations & Policy
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI have never received a disconnect notice on my account and have never been removed from "Budget Billing" As far as I am concerned, I have met the requirements to have my security deposit refunded, otherwise, the deposit interest would not have been applied to my account
Regards,
*** ***
Revdex.com,
We contacted the customer of record for the address providedConversation with the customer today revealed this to be a family issue that should be resolved amongst themselves
The customer was offered information to
submit required documentation to support the request to transfer paymentThe customer declined to accept the information
Please contact Customer Relations at *** if you have further questions
Sincerely,
** ***
Dominion Customer Relations
RevDex.com,
Thank you for bringing this customer’s
deposit concerns to our attentionWe appreciate the opportunity to research and
respond as necessary
We regret the incident that caused our
customer’s account to close in error.
When an applicant requests service at a new location, we accept the new
application in good faith unless there is questionable informationThere are
rare exceptions, as in this instance, when we are given the incorrect address.
Our records indicate when the account
closed the deposit on hand plus interest totaling $was applied toward
the closing bill dated November 13, 2015.
Based on a review of the payment history within the last months the
new account needed to be secured. When
the new account was established a deposit for $was requested and billed in
three installments; two at $and the final installment at $94. Accounts
are reviewed one year from the date the last deposit installment is paid in
full. If the credit history is
satisfactory, the deposit will be applied to the account on the following
month’s billThe customer may request a refund check after the
deposit/interest is applied to the account
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
1-800-938-
Sincerely,
MsKC***
Dominion Customer
Relations & Policy
RevDex.com,
"line-height: normal; margin: 0in 0in 0pt;" class="MsoNormal">Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
We apologize for the incident that caused our customer’s account to close in error. When an applicant requests service at a new location, we accept the new application in good faith unless there is questionable informationIf the applicant’s information is questionable, we may request a lease or proof of ownership to complete the application process. The alternative would be to verify this information for each applicant, which would be very time consuming and costlyThe existing practice generally works for all involved; however, there are rare exceptions, as in this instance, when the address was given or received incorrectly. Our investigation revealed our associate repeated the address to the applicant. Unfortunately, this human performance error went undetected.
On November 20, the account was re-established with a new account number for the customer of recordAdditionally, we applied a goodwill credit of $30, and waived the deposit. We regret any inconvenience and frustration this matter may have caused
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 ***
Sincerely,
*** ***
Dominion Customer Relations
Revdex.com,We have reviewed our customer's concerns and contacted her directlyDominion offers several payment options to customer's who have difficulty paying past due bills for electric serviceUnfortunately, our customer has not fulfilled requirements to enter
into further payment arrangements.We have advised our customer of available options to prevent interuption of electirc service.Sincerely,** ***Customer Relations & Policy
Dear Richmond Revdex.com:
On behalf of Dominion Retail, Incd/b/a Dominion Energy Solutions ("DES"), I am responding to the above-referenced complaint
Complainant is an electricity commodity customer of DES on the *** *** *** ("***") electric
utility system in OhioComplainant voluntarily enrolled with DES for electricity commodity service by business reply card on September 10, under a cancel- anytime agreement at the price of $0.0688/kWh through
December DES sent Complainant a letter in March 2012 advising that the new DES price starting in May 2012 through May would be fixed at $0,0564/kWh, Once again, Complainant was reminded of the absolute right to cancel at any time without penaltyBeginning in June 2013, Complainant's service transitioned as provided in the agreement to a month-to-month variable price that ranged from $0.0669/kwh until February to $0.0899/kWh in March
On April 9,2014, Complainant called the DES call center to cancel service, as was Complainant's rightAt that time Complainant was offered a price of $0.0669/kWh to remain with DES but declined. Accordingly, DES proceeded to notify Duke of Complainant's cancellation. Complainant's last Duke bill reflecting DES charges is scheduled to be issued on or about April 29, 2014,
Complainant has made a number of unfounded aliegations against DES, including accusing the company of a "scanf'Each of Complainant's allegations of wrongdoing is denied
DES is a licensed competitive retail electric supplier ("***") in OhioCustomers such as Complainant are free to enroll with a ***, or notMoreover, despite Complainant's apparent understanding, the Public Utilities Commission of Ohio does not regulate *** prices
At all times since Complainant's initial enrollment with DES, Complainant was served under a cancel- anytime contract which permitted cancellation at any time without penalty or fee
Contrary to Complainant's apparent belief, it is the utility, not DES, which is responsible for determining the date on which Complainant's service with DES is officially ended
In conclusion, the Company regrets that Complainant was unhappy with DES's service. However, at the same time DES denies Complainant's various allegations of wrongdoing, The Company also denies that it owes Complainant any refund
I am providing Complainant a copy of this letter by U.SMail
Please contact me should you have any questions
Respectfully submitted,
*** * ***
Assistant General Counsel
Our meter technician met the customer at the home on August 3, and performed a witness meter testTest results:
Light Load : 99.99%
Full Load: 99.98%
Weighted Average 99.98%
Our tariff filed
with the Virginia State Corporation Commission states the meter should record at plus or minus 2% of 100% to be considered accurate. Our investigation has failed to disclose any conditions which would indicate that your bill was incorrect. No adjustments are in order.
We appreciate the opportunity to research your questions
Revdex.com,
Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond
We regret the unintentional delay in removing the old pole. Unfortunately, we did not receive any notification
from the attached joint user advising they had transferred their wires from the old pole to our new pole. As of April 21, 2014, our field crew completed the service work to remove the old pole from the customer's yard. A courtesy call was made to the customer to ensure we satisfactorily resolved their concerns
Again, thank you for allowing us the opportunity to address the customer's concerns. If you have any additional questions, or if we can be of any further assistance, please call us at ***
Sincerely,
*** ***
Customer Relations Program Specialist
Revdex.com, Copies of original billing statements are maintained for monthsFinal billing for this service under this customers' name was Feb3, Therefore, copies of statements are not available However, account records are retained for a maximum of three (3) years from the current dateThis information has been sent to the customer as of March 2, Information prior to March is not available For further questions, contact Customer Relations & Policy at 1-800-938- Sincerely, CB [redacted] Customer Relations & Policy
Better Business Office, We have come to an agreement with the customer that is acceptable to herPlease contact Customer Relations & Policy for further questions Customer Relations & Policy
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***
It is not a family issue...$ was paid on the wrong account regardless of whether shes her niece or notInformation was not taken because the representative from dominion made it sound like even it she did it that she still wasnt going to get her money transferred to the right accountThe representative from dominion stated that she believed my mom paid it!
Revdex.com,We have contacted our customer and reviewed his concerns in great detailSeveral processes are being taken to ensure the customer is being billed accurately. Dominion will maintain contact with our customer until all concerns
have been appropriately addressed.** ***Customer Relations & Policy
July 22,
Revdex.com,
Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate this issue
The Company acknowledges the customer's request and has transferred the
payment of $to the correct account and credit action is no longer pending. We regret the incorrect posting
When our customers request that a name be removed from a joint account, the process is to establish a new account with a new account number for the customer remaining at the location. The original account is closed and left in the names of the joint account holders for accurate record keeping
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 ***
Sincerely,
*** ***
Dominion Virginia Power
Customer Relations
?
July 11,
Revdex.com,
Thank you for bringing this customer's concern to our attentionWe appreciate the opportunity to research and respond.
Dominion made telephone contact to the customer on July 9, and discussed the
customer's concern. Additionally, Dominion visited the customer's residence on July 10th and removed the debrisThe customer is 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 ***
Sincerely,
*** ***
Dominion Virginia Power
Customer Relations
?
RevDex.com,
normal; MARGIN: 0in 0in 0pt" class="MsoNormal">
Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
Our automated system is very effective for most inquiries, but we realize there are occasions when our customers need to speak with a representativeOur research revealed our customer contacted our Customer Care Center today and brought this matter to our attention. A sample copy of the bill is available on our website at www.dom.com, search: Understanding Your Bill Customers experiencing difficulties reading the bill may request large print bills by calling us at ***.
We regret any inconvenience and frustration this matter may have caused
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 ***
Sincerely,
Ms** ***
Dominion Customer Relations & Policy Specialist II
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Meter was replaced on 1/28/2015. When I contacted Dominion Power on 2/5/I was informed that removed meter had a "bad ert" which usually results in necessary adjustments to billing statement.I am requesting further investigation into this matter.Sincerely,*** ***
Regards,*** *** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This still does not fully address this situation This is the same canned response that is provided to many clients of DVP You are sending people to the website which they should not have to do The information should be printed darker for the "important information" on the reverse side of the bill Even in going to view this on the website, it is still in a light grayscale Many can read this, and it improve relations and time management not to have to take so long to read it Again, this is just not me...I'm speaking up and being a voice for others There are many elderly, and those who can barely see this information.Why is this information not being provided in the same viewing capacity and shade of print as on the front of the statement?Why is DVP making this so difficult?Is it because they figure clients will give up on reading this information?It is very simple technology wise to darken the shade.Again, why is this not done?It is not the larger print, it is DARKER print
Regards,
*** ***
Dear Revdex.com:
"">
Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond
Although we do not have record of a turn off request for the service address in question, I was able to contact *** *** *** and validate the customer did not move in. On February 25, we received notification from *** *** *** agreeing to accept responsibility for the usage from November 12, to December 3, 2013.
As a result, we have adjusted the billing and removed all associated charges. A revised bill will be mailed very soon. In my telephone contact to the customer today, February 25, 2014, the customer is satisfied with Dominion’s resolution
Sincerely,
*** ***
Customer Relations Program Specialist
Revdex.com,
Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
Dominion regrets the difficulty that this customer experienced in attempting to successfully complete his request
Dominion attempted to access this location to perform the customer’s request but was unable to gain accessDominion has since completed the customer’s request as originally requestedThe customer will not be responsible for any charges past the date of their original requestWe apologize for any inconvenience
Again, thank you for allowing us the opportunity to address this customer’s concernsIf you any additional questions, or if we can be of any further assistance, feel free to call ***
Sincerely,
*** ***
*** *** ***
October
5,
RevDex.com,
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 emailed its explanation concerning a
credit, not a balance, on the customer’s Dominion electric account. Additionally, the Company sends an apology to
the customer for the hold time experienced, as mentioned to the RevDex.com. The customer appears to be
satisfied with the Company’s resolution
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 ***
Sincerely,
Greg W***
Dominion
Virginia Power
Customer Relations & Policy
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI have never received a disconnect notice on my account and have never been removed from "Budget Billing" As far as I am concerned, I have met the requirements to have my security deposit refunded, otherwise, the deposit interest would not have been applied to my account
Regards,
*** ***
Revdex.com,
We contacted the customer of record for the address providedConversation with the customer today revealed this to be a family issue that should be resolved amongst themselves
The customer was offered information to
submit required documentation to support the request to transfer paymentThe customer declined to accept the information
Please contact Customer Relations at *** if you have further questions
Sincerely,
** ***
Dominion Customer Relations
RevDex.com,
Thank you for bringing this customer’s
deposit concerns to our attentionWe appreciate the opportunity to research and
respond as necessary
We regret the incident that caused our
customer’s account to close in error.
When an applicant requests service at a new location, we accept the new
application in good faith unless there is questionable informationThere are
rare exceptions, as in this instance, when we are given the incorrect address.
Our records indicate when the account
closed the deposit on hand plus interest totaling $was applied toward
the closing bill dated November 13, 2015.
Based on a review of the payment history within the last months the
new account needed to be secured. When
the new account was established a deposit for $was requested and billed in
three installments; two at $and the final installment at $94. Accounts
are reviewed one year from the date the last deposit installment is paid in
full. If the credit history is
satisfactory, the deposit will be applied to the account on the following
month’s billThe customer may request a refund check after the
deposit/interest is applied to the account
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
1-800-938-
Sincerely,
MsKC***
Dominion Customer
Relations & Policy
RevDex.com,
"line-height: normal; margin: 0in 0in 0pt;" class="MsoNormal">Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
We apologize for the incident that caused our customer’s account to close in error. When an applicant requests service at a new location, we accept the new application in good faith unless there is questionable informationIf the applicant’s information is questionable, we may request a lease or proof of ownership to complete the application process. The alternative would be to verify this information for each applicant, which would be very time consuming and costlyThe existing practice generally works for all involved; however, there are rare exceptions, as in this instance, when the address was given or received incorrectly. Our investigation revealed our associate repeated the address to the applicant. Unfortunately, this human performance error went undetected.
On November 20, the account was re-established with a new account number for the customer of recordAdditionally, we applied a goodwill credit of $30, and waived the deposit. We regret any inconvenience and frustration this matter may have caused
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 ***
Sincerely,
*** ***
Dominion Customer Relations
Revdex.com,We have reviewed our customer's concerns and contacted her directlyDominion offers several payment options to customer's who have difficulty paying past due bills for electric serviceUnfortunately, our customer has not fulfilled requirements to enter
into further payment arrangements.We have advised our customer of available options to prevent interuption of electirc service.Sincerely,** ***Customer Relations & Policy
Dear Richmond Revdex.com:
On behalf of Dominion Retail, Incd/b/a Dominion Energy Solutions ("DES"), I am responding to the above-referenced complaint
Complainant is an electricity commodity customer of DES on the *** *** *** ("***") electric
utility system in OhioComplainant voluntarily enrolled with DES for electricity commodity service by business reply card on September 10, under a cancel- anytime agreement at the price of $0.0688/kWh through
December DES sent Complainant a letter in March 2012 advising that the new DES price starting in May 2012 through May would be fixed at $0,0564/kWh, Once again, Complainant was reminded of the absolute right to cancel at any time without penaltyBeginning in June 2013, Complainant's service transitioned as provided in the agreement to a month-to-month variable price that ranged from $0.0669/kwh until February to $0.0899/kWh in March
On April 9,2014, Complainant called the DES call center to cancel service, as was Complainant's rightAt that time Complainant was offered a price of $0.0669/kWh to remain with DES but declined. Accordingly, DES proceeded to notify Duke of Complainant's cancellation. Complainant's last Duke bill reflecting DES charges is scheduled to be issued on or about April 29, 2014,
Complainant has made a number of unfounded aliegations against DES, including accusing the company of a "scanf'Each of Complainant's allegations of wrongdoing is denied
DES is a licensed competitive retail electric supplier ("***") in OhioCustomers such as Complainant are free to enroll with a ***, or notMoreover, despite Complainant's apparent understanding, the Public Utilities Commission of Ohio does not regulate *** prices
At all times since Complainant's initial enrollment with DES, Complainant was served under a cancel- anytime contract which permitted cancellation at any time without penalty or fee
Contrary to Complainant's apparent belief, it is the utility, not DES, which is responsible for determining the date on which Complainant's service with DES is officially ended
In conclusion, the Company regrets that Complainant was unhappy with DES's service. However, at the same time DES denies Complainant's various allegations of wrongdoing, The Company also denies that it owes Complainant any refund
I am providing Complainant a copy of this letter by U.SMail
Please contact me should you have any questions
Respectfully submitted,
*** * ***
Assistant General Counsel
Our meter technician met the customer at the home on August 3, and performed a witness meter testTest results:
Light Load : 99.99%
Full Load: 99.98%
Weighted Average 99.98%
Our tariff filed
with the Virginia State Corporation Commission states the meter should record at plus or minus 2% of 100% to be considered accurate. Our investigation has failed to disclose any conditions which would indicate that your bill was incorrect. No adjustments are in order.
We appreciate the opportunity to research your questions
Revdex.com,
Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond
We regret the unintentional delay in removing the old pole. Unfortunately, we did not receive any notification
from the attached joint user advising they had transferred their wires from the old pole to our new pole. As of April 21, 2014, our field crew completed the service work to remove the old pole from the customer's yard. A courtesy call was made to the customer to ensure we satisfactorily resolved their concerns
Again, thank you for allowing us the opportunity to address the customer's concerns. If you have any additional questions, or if we can be of any further assistance, please call us at ***
Sincerely,
*** ***
Customer Relations Program Specialist