Revdex.com,
Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond
"">
We regret the matter that prompted our customer to write. On May 29, the customer contacted our Customer Care Center and we immediately began to research his concerns. Our investigation revealed a human performance error occurred while establishing electric service for new construction. The customer was correctly advised a billing adjustment would be made to remove all associated chargesEffective May 30, the billing adjustment was complete. We concur this incident has not impaired the customer’s credit history with us
Per the customer’s request, an account statement confirming the billing adjustments will be mailed very soon. This type of incident is not typical; however, we will use this customer’s experience to improve future processes.
Again, thank you for allowing us the opportunity to address the customer’s concernIf 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,Thank you for bringing our customers' concerns to our attentionWe have taken this opportunity to contact Ms*** and spoke to her at lengthWhile all policies and procedures have been followed in relation to the actions on her account, we certainly
understand her concernsWe have come to agreement to resolve the remaining balance on the account and Ms. *** is satisfied with our response.Please let me know if you have further questions.Sincerely,** *** *** *** * ***
Revdex.com,
The complainant is not our customer of recordAdditionally, we do not have documentation of Power of Attorney (POA) for the customer of recordThe customer of record can contact Customer Relations & Policy (CR&P) at
1-800-938-2118 to discuss payment arrangement optionsIf the complainant wishes to contact CR&P, POA documentation must be presented in order to release information and/or make payment arrangementsSincerely,
Customer Relations & Policy
1-800-938-
Revdex.com,
According to our records, the customer's concerns were resolved prior to the filing date of this complaintIf there are still questions the customer should contact the Dominion Help Line at ***
***
Sincerely,
** ***
July 16,
Revdex.com,
"margin: 0in 0in 10pt;">Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further
Dominion has resolved the customer’s billing issueOur research revealed the new owner inadvertently turned on service in the former owner's business nameThe new
owner has accepted responsibility for energy consumption and billing period Accordingly, Dominion transferred the balance
owed from the previous customer to the new owner of the propertyAdditionally,
the Company recalled the debt from the collection agency and has not reported the
debt to the major credit bureaus
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,
*** ***
*** *** ***
*** ***
My son, while over to help me with various homeowner issues (I'm years old and need a bit of assistance on this) discovered that my electrical meter box was coming away from the wall and was in danger of falling off completely I called the customer service number on a Saturday,and on Sunday a friendly, competent serviceman was on my doorstepHe promptly secured the box against the wall again and eased my mind (and my son's)I was very impressed with the speed and efficiency of the service provided Thank you
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the
opportunity to research and respond as necessary After speaking with this customer on December 5, 2016, Dominion processed the request to refund this customer’s initial residential security depositThe deposit refund check was issued on 12/6/ 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 any further assistance, feel free to call *** Sincerely, Daniel G*** Dominion Virginia Power
Revdex.com,
Thank you for bringing our customer’s concerns to our attentionWe appreciate the opportunity to research and respond
Under certain circumstances Dominion requires lease verification or proof of ownershipTypically Dominion is able to validate the lease
or deed within hoursThe intent of this policy is to ensure Dominion is billing the correct, responsible partyAs part of Dominion’s filed Terms and Conditions, approved by the State Corporation Commission, service must be in the leaseholder or owner’s nameDominion regrets any inconvenience to our customer
Ultimately, the customer’s request was successfully completed once the additional requested information was received and processed
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 ***
Sincerely,
*** ***
*** *** * *** ***
*** *** *** ***
RevDex.com,
Thank you for bringing this customer’s
concerns to our attentionWe appreciate the opportunity to research and
respond as necessary
Our investigation revealed on May our
technician discovered a breaker was in the “on” position when a voltage check was
performed at the meter on the scheduled start date. When this occurs, for safety reasons we are unable
to connect the service since this may cause a fire or damage to an electrical
applianceOnce we received notification from the customer that the breaker
condition was resolved we released a
same day service order and
turned
on the serviceWe apologize for the inconvenience caused by our associates communicating
the incorrect reason why we could not complete the service work
As a token of our sincerity, we have applied a $goodwill
credit to the customer’s electric service 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
June 17,
Revdex.com,
Thank you for bringing this customer’s concern to our attentionWe appreciate the opportunity to research and investigate further
Dominion attempted to make telephone contact to the customer to discuss
concerns; however, the customer has not returned our callOn March 28, 2014, the Company mailed a letter to the customer showing the itemized breakdown of the chargesUnfortunately, the Company has denied the customer’s request to waive said charges and feesDominion only reports unpaid bill balances to the major credit agencies
Again, thank you for allowing us the opportunity to address this customer’s concernIf Customer Relations may be of further assistance to you or the customer, please call us at ***
Sincerely,
*** ***
Dominion Virginia Power
Customer Relations
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
They are charging me not for the months in question because they can not tell me I used power and have proof of itAll they can say is they are guessing the amount
Regards,
*** ***
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 below.The payment plan they keep talking about was voided on the 6th of January because I spoke with a rep and was told my balance was The bill was pd in full by then.
Regards,
*** ***
October 14, 2016Revdex.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
discussed the transferred balance issueThis transferred balance to the customer’s account was caused by an inadvertent error on the Company’s part, due to similarity of names on Dominion accountsFor this error, Dominion sends an apology to the customer for the frustration and inconvenience we caused As a token of our apology, the Company applied a goodwill credit toward the customer’s accountThe 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 PowerCustomer 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 below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***
This complaint has not been resolved in my opinion I believe that an apology is warranted at the very least Dominion had every opportunity to send someone to my house (for what ultimately took min) to assess the complex issue I had. Thanks ***
RevDex.com,
Thank you for bringing this customer’s
concerns to our attentionWe appreciate the opportunity to research and
respond as necessary
When this matter was initially brought
to our attention it appeared as Identify TheftWe completed an in-depth review
of our records and were unable to find any evidence to support the customer requested
to disconnect the electric service in February Our research revealed a
new applicant contacted
us and requested to transfer the service into their name on May 15, 2014. As a result, we advised the customer to submit documentation of the vacate
date and have the owner contact us to accept responsibility for the usage in
question. Otherwise, this is a landlord-tenant
dispute which
falls outside the realm of Dominion’s responsibility.
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:
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 below.Dominion has be quick to send bills and unable to explain where the charges are coming fromAs I have stated before, my central air unit was turned off durring the month of January & February both months we used only a gas fireplaceThe bill was still over $ I can show my gas bill as prof of those months if needed. Dominion on can not explain why my bill stays at over $durring months the Unit was not usedThe Dominion technician could not explain the charges either. Dominion cannot show proof of the usage but I can show proof of my gas bill$gas bill for months only for a single fireplace. If needed I will post a copy of my gas bill. Dominion on cannot just say words and pretend the charges are realI can prove my gas consumption that was used in order to turn off the Unit"Yes" it was very cold but I suffered my wife and Children through it so we would not have high electric billsIt was very hard and the only thing we got from our sacrificeto save money were more $bills from the Dominion power company. Please let let me know if my gas bill is needed on the tableI have proof of my claim.
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
The consumer called and stated that the pending accounts are not her bills.
Regards,
*** ***
December 22, 2016 Revdex.com, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further We also appreciate the customer’s recent payment which has completely
satisfied their final Dominion Virginia Power electric bill Based on our investigation, we confirm the customer has been billed correctly The meter readings were verified and not estimated. We understand the customer’s lease agreement required electric service to remain on until the scheduled turn off date in the customer’s nameAdditionally, we understand there was access to the customer’s residence as painters entered the premise to paint The average temperature in our area during this time was degrees and the customer’s thermostat was set on degreesPlease understand we are not saying these events were the actual causes of the customer’s high bill; however, we hope we can agree they are contributing factors. Dominion is always willing to assist our customers by performing high bill investigations and testing our meter to ensure accuracy in our billingIt does not appear the customer, while residing at the residence, made such requests We hope our explanation is satisfactory to the customer. If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-938-2118. Sincerely, Greg W***Dominion VirginiaPowerCustomer Relations & Policy
Revdex.com,
face="Times New Roman" size="3">
Thank you for bringing this customer’s concerns to our
attentionWe appreciate the opportunity to research and respond as necessary
Dominion has communicated with this customer since receiving
this notification from the Revdex.com and has been able to address
their concernsDominion explained the policy and procedure involved with the
application of residential security deposits and the customer’s options
Again, thank you for allowing us the opportunity to address our
customer’s concernIf you have any additional questions, or if we can be of any
further assistance, feel free to call 1-800-938-
Sincerely,
Daniel ***
Dominion Virginia Power
September
7,
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further
The
Company made telephone contact to the customer and discussed the deposit
issue. The customer was charged a
security deposit after the Company’s billing and payment assessmentBased on our
records, the previous security deposit was applied to the customer’s account on
March 31,
Additionally,
the Company shared ways to conserve energy by using the Company’s recommended
thermostat settings for the winter and summer (for heating and for
cooling) and to ensure home appliances, such as their heat pump, are functioning
properly. To learn more about energy
conservation, the customer may contact our Customer Service Center at *** or visit our website at www.dom.com and enter “Energy Saving”
in the search field
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***
*** *** ***
*** *** * ***
*
Revdex.com,
Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond
"">
We regret the matter that prompted our customer to write. On May 29, the customer contacted our Customer Care Center and we immediately began to research his concerns. Our investigation revealed a human performance error occurred while establishing electric service for new construction. The customer was correctly advised a billing adjustment would be made to remove all associated chargesEffective May 30, the billing adjustment was complete. We concur this incident has not impaired the customer’s credit history with us
Per the customer’s request, an account statement confirming the billing adjustments will be mailed very soon. This type of incident is not typical; however, we will use this customer’s experience to improve future processes.
Again, thank you for allowing us the opportunity to address the customer’s concernIf 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,Thank you for bringing our customers' concerns to our attentionWe have taken this opportunity to contact Ms*** and spoke to her at lengthWhile all policies and procedures have been followed in relation to the actions on her account, we certainly
understand her concernsWe have come to agreement to resolve the remaining balance on the account and Ms. *** is satisfied with our response.Please let me know if you have further questions.Sincerely,** *** *** *** * ***
Revdex.com,
The complainant is not our customer of recordAdditionally, we do not have documentation of Power of Attorney (POA) for the customer of recordThe customer of record can contact Customer Relations & Policy (CR&P) at
1-800-938-2118 to discuss payment arrangement optionsIf the complainant wishes to contact CR&P, POA documentation must be presented in order to release information and/or make payment arrangementsSincerely,
Customer Relations & Policy
1-800-938-
Revdex.com,
According to our records, the customer's concerns were resolved prior to the filing date of this complaintIf there are still questions the customer should contact the Dominion Help Line at ***
***
Sincerely,
** ***
July 16,
Revdex.com,
"margin: 0in 0in 10pt;">Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further
Dominion has resolved the customer’s billing issueOur research revealed the new owner inadvertently turned on service in the former owner's business nameThe new
owner has accepted responsibility for energy consumption and billing period Accordingly, Dominion transferred the balance
owed from the previous customer to the new owner of the propertyAdditionally,
the Company recalled the debt from the collection agency and has not reported the
debt to the major credit bureaus
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,
*** ***
*** *** ***
*** ***
My son, while over to help me with various homeowner issues (I'm years old and need a bit of assistance on this) discovered that my electrical meter box was coming away from the wall and was in danger of falling off completely I called the customer service number on a Saturday,and on Sunday a friendly, competent serviceman was on my doorstepHe promptly secured the box against the wall again and eased my mind (and my son's)I was very impressed with the speed and efficiency of the service provided Thank you
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the
opportunity to research and respond as necessary After speaking with this customer on December 5, 2016, Dominion processed the request to refund this customer’s initial residential security depositThe deposit refund check was issued on 12/6/ 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 any further assistance, feel free to call *** Sincerely, Daniel G*** Dominion Virginia Power
Revdex.com,
Thank you for bringing our customer’s concerns to our attentionWe appreciate the opportunity to research and respond
Under certain circumstances Dominion requires lease verification or proof of ownershipTypically Dominion is able to validate the lease
or deed within hoursThe intent of this policy is to ensure Dominion is billing the correct, responsible partyAs part of Dominion’s filed Terms and Conditions, approved by the State Corporation Commission, service must be in the leaseholder or owner’s nameDominion regrets any inconvenience to our customer
Ultimately, the customer’s request was successfully completed once the additional requested information was received and processed
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 ***
Sincerely,
*** ***
*** *** * *** ***
*** *** *** ***
RevDex.com,
Thank you for bringing this customer’s
concerns to our attentionWe appreciate the opportunity to research and
respond as necessary
Our investigation revealed on May our
technician discovered a breaker was in the “on” position when a voltage check was
performed at the meter on the scheduled start date. When this occurs, for safety reasons we are unable
to connect the service since this may cause a fire or damage to an electrical
applianceOnce we received notification from the customer that the breaker
condition was resolved we released a
same day service order and
turned
on the serviceWe apologize for the inconvenience caused by our associates communicating
the incorrect reason why we could not complete the service work
As a token of our sincerity, we have applied a $goodwill
credit to the customer’s electric service 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
June 17,
Revdex.com,
Thank you for bringing this customer’s concern to our attentionWe appreciate the opportunity to research and investigate further
Dominion attempted to make telephone contact to the customer to discuss
concerns; however, the customer has not returned our callOn March 28, 2014, the Company mailed a letter to the customer showing the itemized breakdown of the chargesUnfortunately, the Company has denied the customer’s request to waive said charges and feesDominion only reports unpaid bill balances to the major credit agencies
Again, thank you for allowing us the opportunity to address this customer’s concernIf Customer Relations may be of further assistance to you or the customer, please call us at ***
Sincerely,
*** ***
Dominion Virginia Power
Customer Relations
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
They are charging me not for the months in question because they can not tell me I used power and have proof of itAll they can say is they are guessing the amount
Regards,
*** ***
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 below.The payment plan they keep talking about was voided on the 6th of January because I spoke with a rep and was told my balance was The bill was pd in full by then.
Regards,
*** ***
October 14, 2016Revdex.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
discussed the transferred balance issueThis transferred balance to the customer’s account was caused by an inadvertent error on the Company’s part, due to similarity of names on Dominion accountsFor this error, Dominion sends an apology to the customer for the frustration and inconvenience we caused As a token of our apology, the Company applied a goodwill credit toward the customer’s accountThe 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 PowerCustomer 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 below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***
This complaint has not been resolved in my opinion I believe that an apology is warranted at the very least Dominion had every opportunity to send someone to my house (for what ultimately took min) to assess the complex issue I had. Thanks ***
RevDex.com,
Thank you for bringing this customer’s
concerns to our attentionWe appreciate the opportunity to research and
respond as necessary
When this matter was initially brought
to our attention it appeared as Identify TheftWe completed an in-depth review
of our records and were unable to find any evidence to support the customer requested
to disconnect the electric service in February Our research revealed a
new applicant contacted
us and requested to transfer the service into their name on May 15, 2014. As a result, we advised the customer to submit documentation of the vacate
date and have the owner contact us to accept responsibility for the usage in
question. Otherwise, this is a landlord-tenant
dispute which
falls outside the realm of Dominion’s responsibility.
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:
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 below.Dominion has be quick to send bills and unable to explain where the charges are coming fromAs I have stated before, my central air unit was turned off durring the month of January & February both months we used only a gas fireplaceThe bill was still over $ I can show my gas bill as prof of those months if needed. Dominion on can not explain why my bill stays at over $durring months the Unit was not usedThe Dominion technician could not explain the charges either. Dominion cannot show proof of the usage but I can show proof of my gas bill$gas bill for months only for a single fireplace. If needed I will post a copy of my gas bill. Dominion on cannot just say words and pretend the charges are realI can prove my gas consumption that was used in order to turn off the Unit"Yes" it was very cold but I suffered my wife and Children through it so we would not have high electric billsIt was very hard and the only thing we got from our sacrificeto save money were more $bills from the Dominion power company. Please let let me know if my gas bill is needed on the tableI have proof of my claim.
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
The consumer called and stated that the pending accounts are not her bills.
Regards,
*** ***
December 22, 2016 Revdex.com, Thank you for bringing this customer’s concern to our attention We appreciate the opportunity to research and investigate further We also appreciate the customer’s recent payment which has completely
satisfied their final Dominion Virginia Power electric bill Based on our investigation, we confirm the customer has been billed correctly The meter readings were verified and not estimated. We understand the customer’s lease agreement required electric service to remain on until the scheduled turn off date in the customer’s nameAdditionally, we understand there was access to the customer’s residence as painters entered the premise to paint The average temperature in our area during this time was degrees and the customer’s thermostat was set on degreesPlease understand we are not saying these events were the actual causes of the customer’s high bill; however, we hope we can agree they are contributing factors. Dominion is always willing to assist our customers by performing high bill investigations and testing our meter to ensure accuracy in our billingIt does not appear the customer, while residing at the residence, made such requests We hope our explanation is satisfactory to the customer. If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-938-2118. Sincerely, Greg W***Dominion VirginiaPowerCustomer Relations & Policy
Revdex.com,
face="Times New Roman" size="3">
Thank you for bringing this customer’s concerns to our
attentionWe appreciate the opportunity to research and respond as necessary
Dominion has communicated with this customer since receiving
this notification from the Revdex.com and has been able to address
their concernsDominion explained the policy and procedure involved with the
application of residential security deposits and the customer’s options
Again, thank you for allowing us the opportunity to address our
customer’s concernIf you have any additional questions, or if we can be of any
further assistance, feel free to call 1-800-938-
Sincerely,
Daniel ***
Dominion Virginia Power
September
7,
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further
The
Company made telephone contact to the customer and discussed the deposit
issue. The customer was charged a
security deposit after the Company’s billing and payment assessmentBased on our
records, the previous security deposit was applied to the customer’s account on
March 31,
Additionally,
the Company shared ways to conserve energy by using the Company’s recommended
thermostat settings for the winter and summer (for heating and for
cooling) and to ensure home appliances, such as their heat pump, are functioning
properly. To learn more about energy
conservation, the customer may contact our Customer Service Center at *** or visit our website at www.dom.com and enter “Energy Saving”
in the search field
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***
*** *** ***
*** *** * ***
*