RevDex.com,
"Calibri","sans-serif"">
Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
We understand economic and medical conditions may cause difficulties for our customers; therefore, we abide by credit practices that are both fair and economicalWe regret a medical note on an account does not release a customer from bill payments, nor does it eliminate the possibility of service interruptionTo help bring accounts to a zero balance and prevent disconnection of service, we offer short and long-term payment arrangements to our customersOur records indicate a short-term payment arrangement was initiated via the internet on March 18, and we granted an extension until PMon April 13, 2016. On April 14, the payment information was reported and the service was restored before PMon the same day.
While it is never our desire that our customers be without electric service, we trust you understand our position
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***
Dominion Customer Relations
Revdex.com,
As stated in our original response, the concerns of the customer, related to credit of the current account, were completed prior to out receipt of this inquiry. The customer can request a check refund or leave the credit on the account to apply to the next billing periodIf the customer does not wish to contact the helpline, as suggested in our response, Customer Relations & Policy can be reached at *** to further assist the customerSincerely,
** ***
Customer Relations & Policy
***
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessaryDominion strives to provide its customers with the best possible level of service and we value customer feedback when we
have fallen short of expectationsWe certainly apologize for the frustration our customer experienced when attempting to transfer service using our websiteOn June 25, I contacted the customer and manually processed the service orders to complete the transfer of serviceA waiver for the service initiation charge was grantedAs described by the customer, our IT team identified an intermittent issue associated with the telephone number entry and will work to resolveOur customer’s input is invaluable and will use this experience to improve our processesAgain, 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 *** Sincerely,
*** ** ***
*** *** *** * *** *** **
Revdex.com,
Thank you for bringing our customer's concerns to our attentionThe customer's electric service was disconnected when this inquiry was receivedPending review of transferred charges, the customer was reconnected with payment of the required reconnection
amount minus the disputed charges
Review of the disputed charges found a decrepancy in transferred charges between the closed account and the active accountPartial adjustment of the disputed charges is now posted to the customer's accountThe remainder is the customer's resposibility
The customer also filed an inquiry with the VA State Corporation Commission (SCC)Communication through the SCC resulted in customer acceptance of the current account statusThe SCC also advised the customer that we are offering payment arrangements if needed
Per the SCC, the customer has accepted our review and understands payment arrangements are available for the account balancePlease contact us at *** if you have further questions
Sincerely,
** ***
*** *** *** * ***
Revdex.com,Thank you for bringing our customers concerns to our attentionAn amicable agreement for payment of electric services has been reached with them.They have been given our contact information if further questions
arise.Sincerely,
** ***
*** *** * ***
September 23,
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 respond as necessary
The Company made telephone contact to the complainant and
discussed the high bill concern. We are
working toward resolution Dominion relies
on the accuracy of the meter to bill its customers; therefore, we will
conduct a field meter test very soon and will share the results of the meter
test with the customer
Again, thank you for allowing us the opportunity to address the
customers’ concern. If you have any
additional questions, or if Customer Relations may be of further assistance to
you, please call us at ***
Sincerely,
*** ***
*** *** * ***
*** *** ***
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
NO, it was NOT resolvedEvery single time I made the phone call to customer service they always said they would get back to me, they never got back to me, nor did they provide any set date in refunding/reimbursing my bill.
Revdex.com is my last choice - I contact Revdex.com because Dominion Power keeps ignoring me (by saying they'd get back to me and never get back to me)
I will only consider this matter "resolved" at the time when I receive a check or any type of refund.
Regards,
*** ***
Dominion supervisor met customer on site. We were able to provide fresh sod and a tool for the customer to repair damage from tire tracks. In exchange for customer provided labor, we waived a recent account charge per customer request
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,
*** ***
I dispute this explanation from Dominion Virginia Power.
I now know there are two accounts at this address but had no way of knowing that when I applied for service However DOM should have known. On 3/12/I even called to ask why the former owner was still being billed. So one of the delays they mention in our application for service is their own fault.
It was discovered on 4/13/that I never signed contracts for the demand meters. Another DOM mistake
On 4/15/their own representative mentioned that usage billed for Feb, March & April was for exactly the same each of those months and highly unusual.
One major item not addressed in this reply was the fact that they now claim they issued a final bill in May 2015. The first notification we received was 12/29/by way of a Disconnection Notice. That was a time span of months. So for months we never received an invoice, a late notice, a phone call or any communication from DOM on a $9,bill. Someone is covering up their mistakes! For the record, we have no problem receiving mail as we have a secure post office boxThis account has been screwed up since day one. I spent hours trying to get things straight. DOM screwed this up and their offer of $“goodwill credit” is unreasonable.
As I mentioned I have pages of notes documenting my calls attempting to get this account straight. When I called on 5/5/I was told by a DOM representative we would receive our final bill asap. I received a Closing Bill with this same date about a week later. Naturally I thought this was the adjusted final bill. We paid it and I never heard anything from DOM until months later when we received the Disconnection Notice on 12/29/ When I called DOM and explained above I was told their representative gave me incorrect information back on 5/5/ And just for the record that bill was not for outside lights as they stated in this reply. I was told it is for a pump house however nothing is noted on the Closing Bill.
I hope this monopoly is not allowed to get away this. They clearly screwed up and should own up to it!
September 30,
Revdex.com,
Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate further
Dominion made telepphone contact to the customer on September 22, 2014,
and discussed the high bill concern. On September 24, our representative conducted a field meter test for the customerUnfortunately, the meter's Encoder Receiver Transmitter (ERT) malfunctioned; however, the meter itself passed its time-run meter testSubsequently, because of a mismatch meter reading between the ERT and dial meter readings, the Company has made the appropriate adjustment for the customer and exchanged the customer's meter with a digital meterThe customer is satisfied with the Company's resolution.
Again, thank you for allowing us the opportunity to address the customer's concern. If Customer Relations may be of further assistance to you or the customer, please call us at ***
Sincerely,
*** ***
*** *** ***
*** *** * ***
*
October 20,
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 CBE Group Collections
Agency and requested to cease mailing collection correspondence to the customer
immediately. The original customer of
the debt provided the other customer’s address for bill forwarding which
prompted the issue Dominion sends a
sincere apology to the customer for any frustration and inconvenience this
issue may have caused
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,
*** ***
*** *** ***
*** *** * ***
Revdex.com,
Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond
We regret the customer did not receive a bill; however, a thorough research of our records did not indicate any
returned mail. The customer's bills are mailed around the 10th of each month. Since this appears to be a sporadic issue, as Dominion's last foray to resolve this matter, the Company is willing to waive the late payment charge as a final courtesy
As we have suggested, the customer may obtain billing information online by enrolling in Manage Your Account on our website at ***. Manage Your Account offers our customers many features such as ***, bank draft and budget billing. We trust the customer understands the Company's position in this regard
If Customer Relations may be of further assistance to you or the customer, please call us at ***
Sincerely,
*** ***
Customer Relations Program Specialist
Revdex.com:
I am grateful for the assistance with this matterAlthough their review noted the breakers to be on, this was notably falseI wanted to to ensure my statement about the event proceeding that initial timeframeFollowing the next two days I was met with either disregard or excuses for all efforts to reestablish my electricityI was told the order would be completed on the third, this did not happen and no technician made faceI also was told the electricity would be turn on the following day, May 4th, this also did not happenIt was not until May 5th, I and my family of were able to use hot water or electicityThe most common excuse I was given is that this buisness could not contact the technicians in any wayThis is unnaceptable for a service such as electricity which is a necessity
I will settle my complaint with the ID ***, 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 resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
September
1,
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further
The
customer’s meter was exchanged on September 1, 2016. Based on a report from the local office
supervisor, the meter used to serve the customer’s business displayed an error
message; however, it was still able to capture actual usage and correctly bill
the customer. The Company sends a
sincere apology for any inconvenience and frustration this issue may have caused
the customer
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,
"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 understand economic conditions may cause difficulties for our customers; therefore, we abide by credit practices that are both fair and economical. We offer short and long-term payment arrangements to help bring accounts to a zero balance over time and prevent disconnection of electric service.
Our research revealed the customer's account concerns were handled fairly and professionally. Based on the customer's payment history we are unable to offer another extension in lieu of the payment arrangement already offered to the customer today
We realize this is not the desired outcome; however, we trust our customer will understand our positionAgain, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
Sincerely,
[redacted]
Dominion Customer Relations & Policy Specialist II
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 regret the misunderstanding concerning our tree trimming responsibilityTo clarify, we only trim for our primary voltage conductors located at the upper portion of the pole (running from pole to pole) We do not trim trees that overhang or are touching the secondary service wires ([redacted]) that may pose a threat homeowner's service (from pole to house).
On September 25, our field personnel responded to our customer's service request to remove a tree from our line. Our field investigation revealed our primary and neutral conductors are located on the overhead transformer pole on the opposite side of the streetIn this case, the tree in question is touching the insulated secondary service wires that run from the transformer pole to a pole at the front corner of the property to the customer's house. Unfortunately, this is a private tree issue, which is outside the realm of Dominion's responsibility. We will temporarily de-energize or remove the service wires to allow safe removal of the tree. Should the customer wish to coordinate this service request, please call our Customer Care Center at [redacted] at least hours in advance.
We realize this is not the desired outcome; however, we trust our customer will understand our positionAgain, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
Sincerely,
[redacted]
Dominion Customer Relations & Policy Specialist II
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 regret the misunderstanding between our customer and our Customer Care associates. We attempted to reach the customer by telephone to no avail.
Our research revealed the new turn on service order for October 31st was systematically placed on hold in error As a result, we released this service order from hold. We verified the two outstanding balances for the previous service locations in question are accurate for our customer of record. In accordance with the customer's request, we furnished copies of the closing bills for the electric accounts via email. The customer was advised of the required action to proceed with the new service request
Again, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
[redacted]
[redacted]
Dominion Customer Relations & Policy Specialist II
RevDex.com,
"">
Thank you for
bringing this customer's concerns to our attentionWe appreciate the
opportunity to research and respond as necessary
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
October 28,
class="MsoNormal" "MARGIN: 0in 0in 10pt">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 discussed the occurrence on October 13, as mentioned in the customer's report to the Revdex.com Dominion made a sincere apology to the customer and contacted the employee's managerial department
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 [redacted]
Sincerely,
Greg W[redacted]
Dominion Virginia Power
Customer Relations & Policy
February 14, 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 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,
"Calibri","sans-serif"">
Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
We understand economic and medical conditions may cause difficulties for our customers; therefore, we abide by credit practices that are both fair and economicalWe regret a medical note on an account does not release a customer from bill payments, nor does it eliminate the possibility of service interruptionTo help bring accounts to a zero balance and prevent disconnection of service, we offer short and long-term payment arrangements to our customersOur records indicate a short-term payment arrangement was initiated via the internet on March 18, and we granted an extension until PMon April 13, 2016. On April 14, the payment information was reported and the service was restored before PMon the same day.
While it is never our desire that our customers be without electric service, we trust you understand our position
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***
Dominion Customer Relations
Revdex.com,
As stated in our original response, the concerns of the customer, related to credit of the current account, were completed prior to out receipt of this inquiry. The customer can request a check refund or leave the credit on the account to apply to the next billing periodIf the customer does not wish to contact the helpline, as suggested in our response, Customer Relations & Policy can be reached at *** to further assist the customerSincerely,
** ***
Customer Relations & Policy
***
Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessaryDominion strives to provide its customers with the best possible level of service and we value customer feedback when we
have fallen short of expectationsWe certainly apologize for the frustration our customer experienced when attempting to transfer service using our websiteOn June 25, I contacted the customer and manually processed the service orders to complete the transfer of serviceA waiver for the service initiation charge was grantedAs described by the customer, our IT team identified an intermittent issue associated with the telephone number entry and will work to resolveOur customer’s input is invaluable and will use this experience to improve our processesAgain, 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 *** Sincerely,
*** ** ***
*** *** *** * *** *** **
Revdex.com,
Thank you for bringing our customer's concerns to our attentionThe customer's electric service was disconnected when this inquiry was receivedPending review of transferred charges, the customer was reconnected with payment of the required reconnection
amount minus the disputed charges
Review of the disputed charges found a decrepancy in transferred charges between the closed account and the active accountPartial adjustment of the disputed charges is now posted to the customer's accountThe remainder is the customer's resposibility
The customer also filed an inquiry with the VA State Corporation Commission (SCC)Communication through the SCC resulted in customer acceptance of the current account statusThe SCC also advised the customer that we are offering payment arrangements if needed
Per the SCC, the customer has accepted our review and understands payment arrangements are available for the account balancePlease contact us at *** if you have further questions
Sincerely,
** ***
*** *** *** * ***
Revdex.com,Thank you for bringing our customers concerns to our attentionAn amicable agreement for payment of electric services has been reached with them.They have been given our contact information if further questions
arise.Sincerely,
** ***
*** *** * ***
September 23,
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 respond as necessary
The Company made telephone contact to the complainant and
discussed the high bill concern. We are
working toward resolution Dominion relies
on the accuracy of the meter to bill its customers; therefore, we will
conduct a field meter test very soon and will share the results of the meter
test with the customer
Again, thank you for allowing us the opportunity to address the
customers’ concern. If you have any
additional questions, or if Customer Relations may be of further assistance to
you, please call us at ***
Sincerely,
*** ***
*** *** * ***
*** *** ***
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
NO, it was NOT resolvedEvery single time I made the phone call to customer service they always said they would get back to me, they never got back to me, nor did they provide any set date in refunding/reimbursing my bill.
Revdex.com is my last choice - I contact Revdex.com because Dominion Power keeps ignoring me (by saying they'd get back to me and never get back to me)
I will only consider this matter "resolved" at the time when I receive a check or any type of refund.
Regards,
*** ***
Dominion supervisor met customer on site. We were able to provide fresh sod and a tool for the customer to repair damage from tire tracks. In exchange for customer provided labor, we waived a recent account charge per customer request
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,
*** ***
I dispute this explanation from Dominion Virginia Power.
I now know there are two accounts at this address but had no way of knowing that when I applied for service However DOM should have known. On 3/12/I even called to ask why the former owner was still being billed. So one of the delays they mention in our application for service is their own fault.
It was discovered on 4/13/that I never signed contracts for the demand meters. Another DOM mistake
On 4/15/their own representative mentioned that usage billed for Feb, March & April was for exactly the same each of those months and highly unusual.
One major item not addressed in this reply was the fact that they now claim they issued a final bill in May 2015. The first notification we received was 12/29/by way of a Disconnection Notice. That was a time span of months. So for months we never received an invoice, a late notice, a phone call or any communication from DOM on a $9,bill. Someone is covering up their mistakes! For the record, we have no problem receiving mail as we have a secure post office boxThis account has been screwed up since day one. I spent hours trying to get things straight. DOM screwed this up and their offer of $“goodwill credit” is unreasonable.
As I mentioned I have pages of notes documenting my calls attempting to get this account straight. When I called on 5/5/I was told by a DOM representative we would receive our final bill asap. I received a Closing Bill with this same date about a week later. Naturally I thought this was the adjusted final bill. We paid it and I never heard anything from DOM until months later when we received the Disconnection Notice on 12/29/ When I called DOM and explained above I was told their representative gave me incorrect information back on 5/5/ And just for the record that bill was not for outside lights as they stated in this reply. I was told it is for a pump house however nothing is noted on the Closing Bill.
I hope this monopoly is not allowed to get away this. They clearly screwed up and should own up to it!
September 30,
Revdex.com,
Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate further
Dominion made telepphone contact to the customer on September 22, 2014,
and discussed the high bill concern. On September 24, our representative conducted a field meter test for the customerUnfortunately, the meter's Encoder Receiver Transmitter (ERT) malfunctioned; however, the meter itself passed its time-run meter testSubsequently, because of a mismatch meter reading between the ERT and dial meter readings, the Company has made the appropriate adjustment for the customer and exchanged the customer's meter with a digital meterThe customer is satisfied with the Company's resolution.
Again, thank you for allowing us the opportunity to address the customer's concern. If Customer Relations may be of further assistance to you or the customer, please call us at ***
Sincerely,
*** ***
*** *** ***
*** *** * ***
*
October 20,
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 CBE Group Collections
Agency and requested to cease mailing collection correspondence to the customer
immediately. The original customer of
the debt provided the other customer’s address for bill forwarding which
prompted the issue Dominion sends a
sincere apology to the customer for any frustration and inconvenience this
issue may have caused
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,
*** ***
*** *** ***
*** *** * ***
Revdex.com,
Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond
We regret the customer did not receive a bill; however, a thorough research of our records did not indicate any
returned mail. The customer's bills are mailed around the 10th of each month. Since this appears to be a sporadic issue, as Dominion's last foray to resolve this matter, the Company is willing to waive the late payment charge as a final courtesy
As we have suggested, the customer may obtain billing information online by enrolling in Manage Your Account on our website at ***. Manage Your Account offers our customers many features such as ***, bank draft and budget billing. We trust the customer understands the Company's position in this regard
If Customer Relations may be of further assistance to you or the customer, please call us at ***
Sincerely,
*** ***
Customer Relations Program Specialist
Revdex.com:
I am grateful for the assistance with this matterAlthough their review noted the breakers to be on, this was notably falseI wanted to to ensure my statement about the event proceeding that initial timeframeFollowing the next two days I was met with either disregard or excuses for all efforts to reestablish my electricityI was told the order would be completed on the third, this did not happen and no technician made faceI also was told the electricity would be turn on the following day, May 4th, this also did not happenIt was not until May 5th, I and my family of were able to use hot water or electicityThe most common excuse I was given is that this buisness could not contact the technicians in any wayThis is unnaceptable for a service such as electricity which is a necessity
I will settle my complaint with the ID ***, 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 resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
September
1,
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further
The
customer’s meter was exchanged on September 1, 2016. Based on a report from the local office
supervisor, the meter used to serve the customer’s business displayed an error
message; however, it was still able to capture actual usage and correctly bill
the customer. The Company sends a
sincere apology for any inconvenience and frustration this issue may have caused
the customer
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,
"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 understand economic conditions may cause difficulties for our customers; therefore, we abide by credit practices that are both fair and economical. We offer short and long-term payment arrangements to help bring accounts to a zero balance over time and prevent disconnection of electric service.
Our research revealed the customer's account concerns were handled fairly and professionally. Based on the customer's payment history we are unable to offer another extension in lieu of the payment arrangement already offered to the customer today
We realize this is not the desired outcome; however, we trust our customer will understand our positionAgain, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
Sincerely,
[redacted]
Dominion Customer Relations & Policy Specialist II
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 regret the misunderstanding concerning our tree trimming responsibilityTo clarify, we only trim for our primary voltage conductors located at the upper portion of the pole (running from pole to pole) We do not trim trees that overhang or are touching the secondary service wires ([redacted]) that may pose a threat homeowner's service (from pole to house).
On September 25, our field personnel responded to our customer's service request to remove a tree from our line. Our field investigation revealed our primary and neutral conductors are located on the overhead transformer pole on the opposite side of the streetIn this case, the tree in question is touching the insulated secondary service wires that run from the transformer pole to a pole at the front corner of the property to the customer's house. Unfortunately, this is a private tree issue, which is outside the realm of Dominion's responsibility. We will temporarily de-energize or remove the service wires to allow safe removal of the tree. Should the customer wish to coordinate this service request, please call our Customer Care Center at [redacted] at least hours in advance.
We realize this is not the desired outcome; however, we trust our customer will understand our positionAgain, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
Sincerely,
[redacted]
Dominion Customer Relations & Policy Specialist II
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 regret the misunderstanding between our customer and our Customer Care associates. We attempted to reach the customer by telephone to no avail.
Our research revealed the new turn on service order for October 31st was systematically placed on hold in error As a result, we released this service order from hold. We verified the two outstanding balances for the previous service locations in question are accurate for our customer of record. In accordance with the customer's request, we furnished copies of the closing bills for the electric accounts via email. The customer was advised of the required action to proceed with the new service request
Again, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
[redacted]
[redacted]
Dominion Customer Relations & Policy Specialist II
RevDex.com,
"">
Thank you for
bringing this customer's concerns to our attentionWe appreciate the
opportunity to research and respond as necessary
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
October 28,
class="MsoNormal" "MARGIN: 0in 0in 10pt">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 discussed the occurrence on October 13, as mentioned in the customer's report to the Revdex.com Dominion made a sincere apology to the customer and contacted the employee's managerial department
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 [redacted]
Sincerely,
Greg W[redacted]
Dominion Virginia Power
Customer Relations & Policy
February 14, 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 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]