Initial Business Response /* (1000, 5, 2015/10/19) */
An e-mail notification is provided to advice of potential credit action whenever an account is past dueA paper notification is provided to the mailing address of record prior to a disconnectionIf the entire balance cannot be paid by the bill
due date, payment arrangements are available by contacting our customer contact center at 800-895-
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
I am rejecting this response because:
Throwing gravel down on my lawn in not adequate, if you knocked at my door during the day obviously there would be no response, I don't sit around all day waiting for someone to knock at my door, my wife and I have jobsSomeone needs to come back clean up the shoddy attempt at repairing my lawn and put sod down to replace it Leave the area looking as you found it, it's not that hard
I have reviewed our call records from August 28, 2017, at which time it appears the request was to disconnect the serviceIn order to do this, we ask that an owner sign a lock authorization form, which was sent August 29, 2017, service continued to bill because this was not returned to us
Since it appears from this request that the intent was to simply remove the billing from the customer’s name, which we will honor effective August 28, The service may remain on as it is at the utilities discretion to disconnect service between tenants. Discontinuing billing also requires that we remove the Automatic Turn On (ATO) for this account which automatically transfers service to a designated account during vacancy to ensure service left onI have finalized the account as requested and provided this information in writing to the customer
Attached is a Meter Reading History report showing the customer’s usage from the date he started service on April 16, to January 23, 2017. The history shows that Mr***’s usage typically increases from December to January and his usage from December 20, to January 23, 2017, was
in line with previous usage during a similar period Also attached is meter test information showing that the meter tested well within approved accuracy standards. The meter tested at percent at full load, percent at light load and percent at the weighted average. This confirms that we have been registering Mr***’s usage correctly and bills are correct
Per review of the account there was notice provided prior to disconnection by mail and phone priorOnce payment was confirmed in the afternoon, we scheduled for reconnection which was accomplished the morning of the following day
Initial Business Response /* (1000, 5, 2015/12/21) */
In accordance with tariff approved by the MN PUC Section Subsection Service Charges which states "...BService Reconnection Charge
The Company will charge $for reconnecting service that has been disconnected for
non-payment."
Fees that are specifically defined in tariff are not discounted or waived if the work was requested and performed
The Minnesota Rates, Rights and Service Rules may be accessed online at www.xcelenergy.com > Select Location(Minnesota) > click "Rates & Regulations" at the bottom of the page under "Company" > Click "Rates" > "Minnesota Rates, Rights and Service Rules" > Expand Gas or Electric Rate Book > Select the Desired Section
Or by using the link below
http://www.xcelenergy.com/staticfiles/xe/PDF/Regulatory
Thank you for bringing this matter to our attention
Initial Business Response /* (1000, 5, 2015/09/14) */
Your concern was regarding our customer service representative forcefully requesting a payment arrangementIn the conversation on September 9, you were unsure when you could pay the remaining balanceA payment arrangement is an agreement
between you and Xcel Energy to pay a portion of an outstanding balance over multiple months in addition to the monthly billWe will not assess late payment charges or disconnect service as long as we have a mutually agreed payment arrangementWithout a payment arrangement, you may receive disconnection notices but if you pay the posted amount prior to disconnection, you do not need a payment arrangement
Thank you for bringing this to our attention, all personnel matters are handled internally
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response was what I expectedI know what a pay arrangement isMy issue was committing to an amount two months out rather then just a promise to payIt is what it is
I am rejecting this response because:Even so they have a policy in place that whomevers name is under the billing, is responsible for such billing until changed, it is a mistake on their endI recall and remember specifically that I called and stopped service in my nameThe owner of the home even agreed and stated he called in to have it transferred to his name and has even told Xcel Energy that he will gladly take the bill in his name, being that he is responsibleXcel Energy has made a mistake, and I have every intentions to do what I need to do to make this rightI have spoke with the attorney general of Minnesota and awaiting a response from him as wellI'm hopeful that this will be resolved the correct way, and that the bill be placed into the correct parties name
Final Consumer Response /* (4200, 5, 2016/03/18) */
Email received 3/18/at 1:PM from ***
Hi ***Thank you for responding to my complaint
I am withdrawing my complaint after speaking to another Xcel Energy representative
Please remove my informationNo further action
is necessaryI have paid Xcel the disputed amount and just want to move forward
Contact me if there are questions
***
***
Initial Business Response /* (1000, 10, 2015/06/15) */
Contact Name and Title: Philip *** Analyst
Contact Phone: (715) ***
Contact Email:***@xcelenergy.com
We have not able to speak directly to *** ***Voice mail messages have not been returnedOn June 2, 2015, we
mailed a letter to Mr***The letter explains the Basic Service Charge, which is assessed independent of actual electric usageWe do not waive the charge even if service is currently disconnectedMr*** would need to request the removal of the meter to avoid the charge
The letter also reiterates our offer of $to reconnect the electric service
I am rejecting this response because:
The form I signed did not have any boxes checked nor did it have any hand written notes on itThe person also looked me in the eye and said I was giving my ok to have trees removed I will hire a contractor to clean up your mess and let a small claims court judge decide who pays for it Maybe the judge will take your BS form or maybe not but art least I can tell my side of the story and also ask about the legality of you running a power line across my vacant lot to the new home next doorHave a great day!
Meter reading history was provided in the original response that shows usage was only kWh from October 8, to November 6, 2017, and increased to kWh from November 6, to December 7, 2017. Usage increased even more to kWh from December 7, to January 10, 2018, so usage has not remained the same and the increased usage is the reason for the higher bill. A meter test was also provided in the original response and the meter tested well within approved accuracy standards. This confirms that the high usage is not due to the meter and is due to increased usage. The likely reason for the higher usage is due to the colder temperatures and increased use of the heating system. However, the Minnesota Public Utilities Commission does not require Xcel Energy to explain how customers use their energy. Xcel Energy is only required to ensure their equipment is operating properly and we have confirmed that with the meter test. Xcel Energy does not control the meters and cannot prompt them to speed up or slow down. This customer has been billed correctly for the energy he has used
Xcel Energy bills for Gas and Electric services, the charges are based on measured usage in kWh and Therms billed in accordance with state law and regulatory tariffs. The complainant has filed requests through multiple agencies, which have determined the account is in correct orderNo
adjustments will be made. Customer’s wishing to set payment arrangements on their account should contact customer service at ###-###-####
Xcel Energy’s contractor was unable to install the pole as scheduled due to the crew being called out on multiple storms during that time frame. Xcel Energy removed the pole from the premise on August 6, 2016. Our contractor then went out on August 8, 2016, to install the pole, but
found that it had been removed. The contractor contacted the customer that day and asked for permission to access the installation site through her property and she indicated that was fine. The pole was installed later that day
*** *** called for a payment arrangement for her accountMs*** was initially told to pay $for an arrangementOn subsequent calls Ms*** was told $was not sufficient as a down payment I was able to review the call in which Ms*** was told she needed to make
a $for an arrangementMs*** has paid $this week and will pay $next weekThe remaining balance is divided over months requiring $plus current charges beginning in June 2017. There is nothing further pending at this time
Initial Business Response /* (1000, 8, 2015/10/09) */
HomeSmart is not part of Xcel Energy utility areaI forwarded the complaint to Sean *** at Xcel EnergyPlease contact Xcel Energy directly with questions abou this situation
Initial Consumer Rebuttal /* (3000, 14, 2015/10/20) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
Since they waited until October 15th to lay the sod, I am not entirely sure it will have time to grow roots and will be dead next springI'd like to wait until then to say that I'm happy with their restoration
Final Consumer Response /* (2000, 15, 2015/10/20) */
Initial Business Response /* (1000, 10, 2015/06/15) */
We are sorry for the delay in responding to the Revdex.comIt looks like we didn't receive this complaint until June 15, The OAG had contacted us about the same issue on May 27, We reviewed the account and spoke with the customerOn
March 31, 2015, we had spoken with Mr*** and had agreed to a payment plan that called for him to pay $by April 8, and then we set up a month plan at $plus the current chargesMr*** paid $on May 4, 2015, however the payment plan was looking for $ and the arrangement brokeWhen we received the OAG complaint we contacted Mr*** and we agreed to a new payment planMr*** paid $and then agreed to pay $plus the current charges for more monthsIf he has any questions he can give me a call at ***
Initial Consumer Rebuttal /* (2000, 12, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xcel does not acknowledge the fact that I had spoken to someone at their customer services on 5/6/or 5/7/and actually had made another payment arrangement before this last arrangement with the next payment due early JulyI explained this to *** (rep who gave me the latest arrangement) and apparently there is no record of this callThis is what upset me since they say all calls are recorded*** told me he did not know what I was talking about and kept ignoring my explanation of this being the reason my payment was not submitted
Complaint - Xcel's customer service agents make promises time and time again about their tree trimming servicesI was told I would be contacted with updates on when things were supposed to be taken care of, now over a month later I have called about times and FINALLY have been told there
is a consent form I must sign for work to continueThe issue is that Xcel was informed the house is vacant and never took the time to call to inform me there was a consent form left at the property to sign and send backWe are closing on the property in days and work must be completed for us to closeIf Xcel would have informed me about the consent form in a timely matter work would have been completed by now, but now I am having to scramble last minute to make sure work will be completed in time Action Taken - I spk w/*** *** on 12/and confirmed the tree trimming issue has been resolvedTrimming was completed 12/& closing for the property at *** *** *** ** Crystal, MN occurred on 12/so work did get completed just in the nick of timeCust was most upset that the order was initially sent 11/and no one communicated to back to them that the consent form (left at the vacant property on 11/10) needed to be signed before trimming could occurI contacted Dennis/Vegetation Mgmt and he said he would review and determine if there was a process gap. An update may also be provided to representatives in the Call CenterI extended an apology to *** for any miscommunication that occurred and offered to provide cust w/my name and number, customer declinedAdvised *** that I would provide an update to the Revdex.com. Unable to respond using the Revdex.com website so sending response via email Thank you, Wendy ***
I am rejecting this response because:
I had spoke with a manager after I had submitted my response to the Revdex.com and she stated that there was miscommunication from BOTH partiesI should NOT have to pay this bill because Xcel doesn't communicate properly with their customers
Initial Business Response /* (1000, 5, 2015/10/19) */
An e-mail notification is provided to advice of potential credit action whenever an account is past dueA paper notification is provided to the mailing address of record prior to a disconnectionIf the entire balance cannot be paid by the bill
due date, payment arrangements are available by contacting our customer contact center at 800-895-
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
FYI...I have been assigned this complaint. I will contact the customer, investigate and respondWendy ***
I am rejecting this response because:
Throwing gravel down on my lawn in not adequate, if you knocked at my door during the day obviously there would be no response, I don't sit around all day waiting for someone to knock at my door, my wife and I have jobsSomeone needs to come back clean up the shoddy attempt at repairing my lawn and put sod down to replace it Leave the area looking as you found it, it's not that hard
I have reviewed our call records from August 28, 2017, at which time it appears the request was to disconnect the serviceIn order to do this, we ask that an owner sign a lock authorization form, which was sent August 29, 2017, service continued to bill because this was not returned to us
Since it appears from this request that the intent was to simply remove the billing from the customer’s name, which we will honor effective August 28, The service may remain on as it is at the utilities discretion to disconnect service between tenants. Discontinuing billing also requires that we remove the Automatic Turn On (ATO) for this account which automatically transfers service to a designated account during vacancy to ensure service left onI have finalized the account as requested and provided this information in writing to the customer
Attached is a Meter Reading History report showing the customer’s usage from the date he started service on April 16, to January 23, 2017. The history shows that Mr***’s usage typically increases from December to January and his usage from December 20, to January 23, 2017, was
in line with previous usage during a similar period Also attached is meter test information showing that the meter tested well within approved accuracy standards. The meter tested at percent at full load, percent at light load and percent at the weighted average. This confirms that we have been registering Mr***’s usage correctly and bills are correct
Per review of the account there was notice provided prior to disconnection by mail and phone priorOnce payment was confirmed in the afternoon, we scheduled for reconnection which was accomplished the morning of the following day
Initial Business Response /* (1000, 5, 2015/12/21) */
In accordance with tariff approved by the MN PUC Section Subsection Service Charges which states "...BService Reconnection Charge
The Company will charge $for reconnecting service that has been disconnected for
non-payment."
Fees that are specifically defined in tariff are not discounted or waived if the work was requested and performed
The Minnesota Rates, Rights and Service Rules may be accessed online at www.xcelenergy.com > Select Location(Minnesota) > click "Rates & Regulations" at the bottom of the page under "Company" > Click "Rates" > "Minnesota Rates, Rights and Service Rules" > Expand Gas or Electric Rate Book > Select the Desired Section
Or by using the link below
http://www.xcelenergy.com/staticfiles/xe/PDF/Regulatory
Thank you for bringing this matter to our attention
Initial Business Response /* (1000, 5, 2015/09/14) */
Your concern was regarding our customer service representative forcefully requesting a payment arrangementIn the conversation on September 9, you were unsure when you could pay the remaining balanceA payment arrangement is an agreement
between you and Xcel Energy to pay a portion of an outstanding balance over multiple months in addition to the monthly billWe will not assess late payment charges or disconnect service as long as we have a mutually agreed payment arrangementWithout a payment arrangement, you may receive disconnection notices but if you pay the posted amount prior to disconnection, you do not need a payment arrangement
Thank you for bringing this to our attention, all personnel matters are handled internally
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response was what I expectedI know what a pay arrangement isMy issue was committing to an amount two months out rather then just a promise to payIt is what it is
I am rejecting this response because:Even so they have a policy in place that whomevers name is under the billing, is responsible for such billing until changed, it is a mistake on their endI recall and remember specifically that I called and stopped service in my nameThe owner of the home even agreed and stated he called in to have it transferred to his name and has even told Xcel Energy that he will gladly take the bill in his name, being that he is responsibleXcel Energy has made a mistake, and I have every intentions to do what I need to do to make this rightI have spoke with the attorney general of Minnesota and awaiting a response from him as wellI'm hopeful that this will be resolved the correct way, and that the bill be placed into the correct parties name
Final Consumer Response /* (4200, 5, 2016/03/18) */
Email received 3/18/at 1:PM from ***
Hi ***Thank you for responding to my complaint
I am withdrawing my complaint after speaking to another Xcel Energy representative
Please remove my informationNo further action
is necessaryI have paid Xcel the disputed amount and just want to move forward
Contact me if there are questions
***
***
Initial Business Response /* (1000, 10, 2015/06/15) */
Contact Name and Title: Philip *** Analyst
Contact Phone: (715) ***
Contact Email:***@xcelenergy.com
We have not able to speak directly to *** ***Voice mail messages have not been returnedOn June 2, 2015, we
mailed a letter to Mr***The letter explains the Basic Service Charge, which is assessed independent of actual electric usageWe do not waive the charge even if service is currently disconnectedMr*** would need to request the removal of the meter to avoid the charge
The letter also reiterates our offer of $to reconnect the electric service
I am rejecting this response because:
The form I signed did not have any boxes checked nor did it have any hand written notes on itThe person also looked me in the eye and said I was giving my ok to have trees removed I will hire a contractor to clean up your mess and let a small claims court judge decide who pays for it Maybe the judge will take your BS form or maybe not but art least I can tell my side of the story and also ask about the legality of you running a power line across my vacant lot to the new home next doorHave a great day!
Meter reading history was provided in the original response that shows usage was only kWh from October 8, to November 6, 2017, and increased to kWh from November 6, to December 7, 2017. Usage increased even more to kWh from December 7, to January 10, 2018, so usage has not remained the same and the increased usage is the reason for the higher bill. A meter test was also provided in the original response and the meter tested well within approved accuracy standards. This confirms that the high usage is not due to the meter and is due to increased usage. The likely reason for the higher usage is due to the colder temperatures and increased use of the heating system. However, the Minnesota Public Utilities Commission does not require Xcel Energy to explain how customers use their energy. Xcel Energy is only required to ensure their equipment is operating properly and we have confirmed that with the meter test. Xcel Energy does not control the meters and cannot prompt them to speed up or slow down. This customer has been billed correctly for the energy he has used
Xcel Energy bills for Gas and Electric services, the charges are based on measured usage in kWh and Therms billed in accordance with state law and regulatory tariffs. The complainant has filed requests through multiple agencies, which have determined the account is in correct orderNo
adjustments will be made. Customer’s wishing to set payment arrangements on their account should contact customer service at ###-###-####
Xcel Energy’s contractor was unable to install the pole as scheduled due to the crew being called out on multiple storms during that time frame. Xcel Energy removed the pole from the premise on August 6, 2016. Our contractor then went out on August 8, 2016, to install the pole, but
found that it had been removed. The contractor contacted the customer that day and asked for permission to access the installation site through her property and she indicated that was fine. The pole was installed later that day
*** *** called for a payment arrangement for her accountMs*** was initially told to pay $for an arrangementOn subsequent calls Ms*** was told $was not sufficient as a down payment I was able to review the call in which Ms*** was told she needed to make
a $for an arrangementMs*** has paid $this week and will pay $next weekThe remaining balance is divided over months requiring $plus current charges beginning in June 2017. There is nothing further pending at this time
Initial Business Response /* (1000, 8, 2015/10/09) */
HomeSmart is not part of Xcel Energy utility areaI forwarded the complaint to Sean *** at Xcel EnergyPlease contact Xcel Energy directly with questions abou this situation
Initial Consumer Rebuttal /* (3000, 14, 2015/10/20) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
Since they waited until October 15th to lay the sod, I am not entirely sure it will have time to grow roots and will be dead next springI'd like to wait until then to say that I'm happy with their restoration
Final Consumer Response /* (2000, 15, 2015/10/20) */
Initial Business Response /* (1000, 10, 2015/06/15) */
We are sorry for the delay in responding to the Revdex.comIt looks like we didn't receive this complaint until June 15, The OAG had contacted us about the same issue on May 27, We reviewed the account and spoke with the customerOn
March 31, 2015, we had spoken with Mr*** and had agreed to a payment plan that called for him to pay $by April 8, and then we set up a month plan at $plus the current chargesMr*** paid $on May 4, 2015, however the payment plan was looking for $ and the arrangement brokeWhen we received the OAG complaint we contacted Mr*** and we agreed to a new payment planMr*** paid $and then agreed to pay $plus the current charges for more monthsIf he has any questions he can give me a call at ***
Initial Consumer Rebuttal /* (2000, 12, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xcel does not acknowledge the fact that I had spoken to someone at their customer services on 5/6/or 5/7/and actually had made another payment arrangement before this last arrangement with the next payment due early JulyI explained this to *** (rep who gave me the latest arrangement) and apparently there is no record of this callThis is what upset me since they say all calls are recorded*** told me he did not know what I was talking about and kept ignoring my explanation of this being the reason my payment was not submitted
Complaint - Xcel's customer service agents make promises time and time again about their tree trimming servicesI was told I would be contacted with updates on when things were supposed to be taken care of, now over a month later I have called about times and FINALLY have been told there
is a consent form I must sign for work to continueThe issue is that Xcel was informed the house is vacant and never took the time to call to inform me there was a consent form left at the property to sign and send backWe are closing on the property in days and work must be completed for us to closeIf Xcel would have informed me about the consent form in a timely matter work would have been completed by now, but now I am having to scramble last minute to make sure work will be completed in time Action Taken - I spk w/*** *** on 12/and confirmed the tree trimming issue has been resolvedTrimming was completed 12/& closing for the property at *** *** *** ** Crystal, MN occurred on 12/so work did get completed just in the nick of timeCust was most upset that the order was initially sent 11/and no one communicated to back to them that the consent form (left at the vacant property on 11/10) needed to be signed before trimming could occurI contacted Dennis/Vegetation Mgmt and he said he would review and determine if there was a process gap. An update may also be provided to representatives in the Call CenterI extended an apology to *** for any miscommunication that occurred and offered to provide cust w/my name and number, customer declinedAdvised *** that I would provide an update to the Revdex.com. Unable to respond using the Revdex.com website so sending response via email Thank you, Wendy ***
I am rejecting this response because:
I had spoke with a manager after I had submitted my response to the Revdex.com and she stated that there was miscommunication from BOTH partiesI should NOT have to pay this bill because Xcel doesn't communicate properly with their customers