Xcel Energy is an electric and gas utility. It is not our place or within our jurisdiction to request removal of an occupant from their home, any concerns regarding this matter should be addressed directly with the city of residence.We do not have record of the of the referenced referral to collections under the complainants name.We have tested the meters for accuracy and have meet required specifications.At this time we consider this matter closed.
The Average Monthly Payment (AMP) plans are reviewed by the system at 3,6 and 9 months and need to have a $50 variance from the current AMP to get changed. For this customer, July 2016 was the ninth month. The system looked back at August, September and October 2015 for...
consumption history times the current pricing. Based on the current balance at the 9th month and lasts years consumption, the difference was $32.00, so no adjustment was made. The higher than expected true-up bill was due to the customer's increased electric usage in the last three months of the AMP year. Attached is a spread that has two tabs and explains how it is calculated. Note there are two tabs at the bottom of the spreadsheet to review.
As mentioned in the customer’s statement of the problem the Averaged Monthly Payment service can be described as “We calculate your average costs and then spread that cost over the entire year. The 12th month is when everything gets settled up, and you may end up with either a credit or a charge.”...
As stated by Ms. [redacted] the reason for enrolling in the Averaged Monthly payment was a need to increase use of Air Conditioning. By review of the consumption this resulted in an approximate 35% increase which resulted in the larger settlement balance. As advertised, the Averaged Monthly Payment does not reduce the total amount billed but rather allows customers to pay estimated installments until the 12th month. The balance is correct and will only reduce if consumption reduces. I have mailed a letter detailing the customer usage and reason for the increased AMP and provided ###-###-#### for Energy Outreach Colorado
Initial Business Response /* (1000, 5, 2015/09/03) */
I soke with [redacted] regarding her concern she filed w/Revdex.com and the delay in her gas reconnection. I explained we ideally try to get all reconnetion orders completed by the end of the next business day but occassionally it can take longer (due to...
storms or emergencies). In regards to what happened for her, the field tech that was assigned cust gas turn-on order missed the order in his handheld on the 25th. The order was then transferred to another field tech that was in the area on 8/26 and service was reconnected that day. This was our error & I extended an apology but did thank her for bringing this issue to our attention which mgmt is now aware of. We will use this as a coaching opportunity for not only the field tech that missed the order but for all our field technician's working in the filed to make sure they are checking their handhelds to ensure all work is completed for the day. Again, extended an apology.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. inappreciate then coming on site. I do wish the tree trimming company would have answered my multiple calls and hope Xcel lets them know about the frustration they created.
Company records show we received an online request to start service on May 19, 2016 with a requested start date of June 17, 2016. There was not any reference or request to discontinue service at the previous address. Service at the previous address was taken out of the customer’s name based on a...
request to start service from a new occupant August 8, 2016.Customers are responsible for energy consumption through the date we are notified of their move. As a regulated utility, Xcel Energy must follow the rules approved by the MPUC. MN Tariff 1.1 Application for Service states:… Subject to its rates, rules, and regulations, the Company will continue to supply electric service until notified by customer to discontinue the service. The customer will be responsible for payment of all service furnished through the date of discontinuance. I spoke with the customer on September 23, we have searched our phone records for calls from the phone numbers on file, I offered to search by any additional phone numbers was not given any. I advised the policy is consistent with MN tariffs and that there will not be an adjustment of the bill.
Our designer spoke with Mr. [redacted] on site and explained that because of the type of wire and the size of the trees around the wire Xcel Energy will not consider it necessary to do any trimming around the secondary lines. Additionally, there is no truck access to the area in question and...
the trees in the area are not large enough for tree workers to climb.
I initially called to speak with [redacted] on 1/13/17, who was not available. I briefly spoke to his wife [redacted] and explained I was calling regarding the concern filed with the Revdex.com (disputed final billing). [redacted] stated she was the one that filed the complaint. I...
explained because she was not listed on the account, I couldn’t speak with her. [redacted] stated that their secretary, who was no longer working with them, called to stop the service. [redacted] also stated the landlord agreed to pay the bill from 5/1/16 to 8/10/16 but wouldn’t pay it until the bill was separated. I explained our policy, effective Jan. 1, 2015, Xcel Energy no longer backdates start and stop service requests. Customers are responsible for energy consumption through the date that we are notified of their move. I said I would investigate their concern but requested that [redacted] call me back. She took my name and number and said she would have [redacted] call me. I also said if he doesn’t have time to speak with me, I would need his permission to speak with her. No response so I called on 1/17/17 and ended up speaking with [redacted]. [redacted] disputes the billing from May to Aug 10, stating he heard his secretary calling Xcel Energy to stop service but didn’t know the exact date. I explained there is no record of any one calling to stop the service and I checked calls for the whole month of May. [redacted] then said the owner accepted responsibility for the billing during the disputed timeframe (May to August). I advised that I called and spoke with Scott [redacted], the owner on 1/13/17 and he said no notice was given; he wasn’t sure when the [redacted]son’s moved out and he didn't agree to pay the billing from May to August. Scott [redacted] did accept responsibility of the bills from 8/10/16 going forward. The stop service order was generated after [redacted] called on 8/10/16 questioning his bill. [redacted] questioned the account balance of $757.48 and I explained no payments had posted to the acct since it was started on 3/1/16 (sent itemized statement to customer/Revdex.com). [redacted] was surprised to hear this and said he would check into the payment history. I again explained we billed him to 8/10/16 because we had no record of anyone calling to stop the service before that date. The issue of the billing between May and August 2016 is considered a Tenant/Landlord dispute and needs to be resolved between him and the owner/landlord. The billing is correct, the debt of $757.48 has been forwarded to ER Solutions, a collection agency and he needs to contact them to discuss payments, etc. [redacted] did say he would pass this information on to his wife [redacted] and if she had questions, he would tell her to call me. [redacted] also gave me permission to speak with [redacted].
Initial Business Response /* (1000, 5, 2015/07/09) */
I spoke with Ms. [redacted] 7/9/2015 and provided phone numbers for energy assistance, which she will pursue. She will pay $100 in July and $150 monthly. A hold is in place through November 2015 to allow time for her account to become current. She...
understands that she may request average monthly billing when her account is at a zero balance. The current average monthly cost for gas and electric service is $109. She is satisfied.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The associate whom I spoke with was relaxed and really seemed to want to help get this resolved. She apologized for the the c/s rep whom I had spoken with. Further explained that I could have spoke with someone and resolved it that day. She will contact the c/s dept regarding that. She was able to set up the pay agreement to both our satisfaction. She was helpful!
Initial Business Response /* (1000, 5, 2015/09/24) */
Thank you for your patience as I researched your neighborhood concern.
Our restoration standard is to use black dirt, grass seed and Futerra matting. However, many Mounds View residents requested that sod be installed to match the City's...
restoration project area, which is adjacent to our restoration area.
We've been working with the City of Mounds View's general contractor to use the same sod mater that they used on the rest of the city project. It is anticipated that this will be completed by the end of September, with 30-45 days before freezing temperatures to allow time for the sod to become established.
I hope you find this information helpful and apologize for any inconvenience this may have caused.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Waited until October 1 to reply to give them time to uphold the promise of by the end of September. As of today there has been nothing done at our home or in the neighborhood. We have paid our lawn service to come out and seed the areas. Since it is late in the season to either seed or sod, do not know what those areas will be like in the Spring.
Initial Business Response /* (1000, 9, 2015/07/21) */
[redacted] contacted the MN Revdex.com with concerns regarding the billing for a former address. Ms. [redacted] was billed for an address in Minneapolis until July 2015. Ms. [redacted] states she moved out in December 2014.
It is our company...
policy that the customer of record is responsible for payment of service until the customer requests to stop service. Our tariff, on file with the state of Minnesota states:
Subject to its rates, rules, and regulations, the Company will continue to supply electric service until notified by customer to discontinue the service. The customer will be responsible for payment of all service furnished through the date of discontinuance.
I reviewed Ms. [redacted]'s account to see if any oversight had occurred. Ms. [redacted] requested service at her current address via a faxed form. The form allows the customer to request a stop service order for a previous address. Ms. [redacted] left the section blank.
I reviewed a call with Ms. [redacted] and our collections department from December 2014. Ms. [redacted] mentioned she would no longer require service around the end of the month. The agent requested Ms. [redacted] contact customer service by the end of the month to request a stop service order. Ms. [redacted] made no additional contact with us until July 2015.
I find no error on our part. The tariff was processed properly. We are not able to make an account adjustment. I spoke with Ms. [redacted] on July 17, 2015. I advised the issue is between her and her former landlord. We cannot assist with this issue.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I HAVE ATTACHED YESTERDAY THE REPSONSE THAT I HAVE REGARDING TALKING WITH THE LANDLORD WHO ALSO SAYS THERE IS NOTHING THAT CAN BE DONE ... HE ALSO STATES THAT SERVICE WAS CHANGED OVER INTO THE NEW OWNERS NAME WHICH MEANS THAT THEY WERE BILLING ME AND THE NEW CUSTOMER ... I WILL NOT SETTLE WITH NO AS AN ANSWER ... I WILL TAKE AN ADJUSTMENT FROM THE END OF THE MONTH UNTIL I REALIZED THAT I WAS BEING DOUBLE BILLED BUT I EXPECT TO RECIEVE CUSTOMER SERVICE AND ISSUE AN ADJUSTMENT FOR THE SAME AMOUNT TO MY NEW ACCOUNT ... I AM NEW HERE TO MINNEAPOLIS MN AND DURING THE TIME THE REASON FOR THE MOVE WAS TO MOVE IN MY DYING MOTHER WHO IS NOW DECEASED SO YES THE BALL MAY HAVE SLIGHTLY BEEN DROPPED BUT THERE IS SUPPORTING INFORMATION WERE TO ME ITS COMPANY ERROR ALONG WITH MINE ... ITS CALLED A MISTAKE ... I DO NOT EXPECT THEM TO JUST KEEP MONEY THAT I PAID IN ERROR ... DONT NEED A CHECK CUT BUT I DO EXPECT CREDIT ... EVEN IN THE STORE IF SOMETHING IS RETURNED AND YOU NO LONGER HAVE A RECIEPT THEY DONT JUST SAY SORRY WE CANT HELP YOU ... YOU ARE GIVEN A GIFT CARD ... I WORK FOR A LARGE COMPANY AS WELL AT&T AND WE PROVIDE NOTHING BUT CUSTOMER SERVICE SO I EXPECT THE SAME IN RETURN ...
Final Business Response /* (4000, 13, 2015/07/31) */
In response to Ms. [redacted]'s further correspondence about this complaint I would reiterate that her complaint was investigated and no error or inconsistency was found on the Company's part. We followed our defined process. Service remained in Ms. [redacted]'s name until we were notified to end service. Therefore, I am unable to override policy and make an account adjustment.
I would like to clarify one point. The electric service remained with Ms. [redacted]'s account until July 7, 2015. At no time was the service transferred to a new owner or tenants account. If this would have occurred (Landlord requests service in their name for a vacant apartment), Ms. [redacted]'s responsibility would have ended. However, we received no request to change the account for the service until notified by Ms. [redacted] on July 7, 2015. It is not possible to bill two or more accounts for the same service.
[redacted] contacted the Revdex.com regarding the payment status of her account. Ms. [redacted] recently had trouble with processing online payments from her bank account. This resulted in a “cash-only” status for her account. Analysis finds Ms. [redacted] recently changed bank accounts. The new bank...
account entered by Ms. [redacted] was considered invalid by her bank. As a result, two payment attempts were cancelled. Ms. [redacted] contacted customer service. The agent was unable to change the payment status for the account. The agent escalated the case to a supervisor. The supervisor was able to remove the cash-only status from the account. I made a follow up call to Ms. [redacted]. Ms. [redacted] was upset that the customer service agent was unable to assist. Ms. [redacted] is satisfied that the supervisor was able to correct the account. There is nothing further pending at this time
I am rejecting this response because:I notified them ahead of time, however they refuse to believe me. Thus, I am paying for service incurred AFTER I was no longer responsible for ANYTHING related to that location. They are telling me that I have to try and get reimbursed from the actual party who was responsible. However, they are telling me no, I have to get refunded from Xcel. So basically they are stealing money from me (since they threatened to turn off the electricity at my NEW place if I didn't pay for it). Trust me, if I had a choice, I would NEVER do business with Xcel again. However, I am stuck because they are my only option. The guy I talked to most recently basically said it was so that it was easier for them in terms of biling. So they can steal from consumers because it's easier for them, while we have no choice. To force 2 consumers to try to work out their error instead of helping is absolutely ridiculous. And they're telling me that this is their normal business practice?!!! What company besides a utility could get away with that and stay in business?!!! None.
Xcel Energy's position has not changed from the previous response submitted on April 25, 2016. The information provided was based on information noted on the customer's account and calls reviewed. However, I contacted the customer and explained to her my findings. I offered to set her on an arrangement that she could afford. She accepted and was set on a 4 month Fixed plus Current payment arrangement with $180 down payment. Her monthly installments would be $74 plus her current charges. Her current balance was $478.15.I received a call the following day advising me that she had an outage and her husband thought they were disconnected so he made a payment for $480. She asked if she still had to make a payment. I called and left her a message that her account was paid in full so she no longer had to make a payment. Her payment arrangement has been satisfied. Her current balance is a credit of $1.85.There is nothing further pending at this time.
Initial Business Response /* (1000, 8, 2015/10/21) */
The attached letter was mailed to customer
Oct. 20, 2014
[redacted]
Hastings, MN 55033-6506
Re: Revdex.com Inquiry
Service Address: [redacted]
Dear Mr. [redacted]:...
Your concern directed to the Revdex.com (Revdex.com) was forwarded to my attention for investigation and response. In your inquiry with the Revdex.com, you were concerned with the disconnection of your service due to non-payment, and the timeframe it took to restore the service.
A review of Xcel Energy account records show a Disconnection Notice was mailed on Sept. 16, 2015, for amounts in arrears totaling $1,090.58. A partial payment for $444.62 posted on Sept. 24, 2015. Your electric service was subsequently locked on Sept. 29, 2015, since no contact from you or payment for the remaining notice amount was received.
A payment of $645.96, which covered the remaining amount in arrears, was remitted on Sept. 29, 2015 after the electric service was locked resulting in the issuance of a delinquent turn-on electric service order. Your electric service was restored the following day of Sept. 30, 2015, in accordance with Company policy for reconnection of delinquent services. Every effort is made to turn on the service by the next business day after receiving payment, but this won't always happen when there are emergencies or outages.
You also requested in your inquiry with the Revdex.com that --
1. Xcel Energy agrees to call you directly with any future payment issues prior to disconnection.
Your were properly notified of your delinquent account status in accordance with Minnesota Administrative Rules, which states in part,
7820.1000 PERMISSIBLE SERVICE DISCONNECTION WITH NOTICE.
With notice a utility may disconnect service to any customer for any reason stated below. Notice must comply with the requirements of part 7820.2400:
A. for failure of the customer to pay a bill for utility service...
7820.2400 NOTICE REQUIREMENTS.
Where required by this chapter, notice of impending action by the utility shall be by first class mail. Notice shall be sent to the address where service is rendered and to the address where the bill is sent if different from the address where service is rendered... Disconnection notices shall contain the date on or after which disconnection will occur, reason for disconnection, and methods of avoiding disconnection in normal, easy-to-understand language.
All notice required by this chapter must precede the action to be taken by at least five days excluding Sundays and legal holidays...
Xcel Energy has compiled with these Rulings in contacting you concerning your delinquent account status when we mailed the notice on Sept. 16, 2015.
2. Change policy so that those who pay immediately can receive service immediately.
Again, it is the Company's policy to restore locked services the next business day barring any unforeseeable circumstances, and your electric service was restored the next business day.
3. Payment for any damage for failure to provide service when payment is current.
Any reimbursement for damages is investigated by our Claims Department personnel who make the final determination, and Claims can be reached by dialing [redacted]. Please keep in mind that your delinquent service was restored within the allotted time frame, which is the next business day.
You also stated that your household has not missed a payment since 2004. While monthly payments were made, the enclosed Itemized Statement shows your account has not been current (at a zero balance) since March 9, 2006. Each month you have carried over a previous balance as reflective on your monthly statements.
Following receipt of your Sept. 29, 2015, payment of $645.96, your account balance is $756.25 which is due Nov. 4, 2015. As shown on the Itemized Statement, current charges total $352.45 with $403.80 in arrears.
Sincerely,
Brenda [redacted]
Customer Advocate Analyst
Enclosure
cc: [redacted], Revdex.com - [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though I appreciate the detailed response, Xcel's policy to simply "mail" notice of service interruption vs. calling customers directly to resolve such issues is my main concern and Xcel simply stands by their practices.
Additionally, making customers "wait" a day to have power restored based upon a "company policy" is ridiculous. Excpecially since an additional payment was made. I was under the impression that the most recent payment brought out balance to zero. Now I find out I'm still behind. Why wasn't this information shared when you cut my power off and I called to rectify the situation? I would have simply made us whole.
I want the 53$ fee for returning service waived. That will satisfy this complaint. Beyond that, I'm simply stuck with Xcel because Dakota doesn't service my area.
I will be current as of November 4th minus the 53$ fee.
Initial Business Response /* (1000, 5, 2015/09/01) */
A review of Mr. [redacted]'s account reveals that Mr. [redacted] provided the incorrect account number for the payment of $128.11, which resulted in the payment being posted to an incorrect account. When Mr. [redacted] provided the receipt number we...
were able to locate the payment. This resulted in the $128.11 payment being transferred to Mr. [redacted]'s correct account. A late charge of $1.92 was also revoved. This was done on August 14, 2015.
92
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am rejecting this response because:
Once again, Xcel has failed to address the point of the complaint. The point of the complaint is that their program does not do what it says it does. It is blatant false advertising.Xcel's advertisement of said program:With Averaged Monthly Payment, we take into account your energy costs, historical usage andseasonal changes in energy use. We calculate your average costs and then spread that cost overthe entire year.The 12th month is when everything gets settled up, and you may end up with either a credit or acharge. If you're trending substantially up or down from the average, we may adjust your monthlypayment during the year to prevent a surprise in the 12th month.My energy use and costs were trending upward after the second month on the program. Xcel even decreased my bill that month. In the 12th month, I received a bill that was 392% higher than the previous 11 bills. If that's not a "surprise" in the 12th month, then I don't know what is.
Good Afternoon Mr. [redacted], In response to your concern filed with the Revdex.com (Revdex.com), I contacted our design supervisor. He, along with the Builders Call Line (BCL) supervisor and the electric service designer provided the below timeline for your project and the...
information about the project cost and yard restoration, which I hope you find helpful. 7/25 – Customer applied for service via FastApp7/28 – BCL entered comment “waiting for info” (no signed contract, sketch, or bid sheet- sent customer OHUG packet)8/18 – BCL received signed contract, sketch and bid sheet and completed the application.8/22 – Requested local designer to field check site.8/24 – Local designer responded.9/13 – Sent easement information to Siting & Land Rights (S&LR) since Xcel would need to cross neighbor’s property with underground.9/27 – S&LR requested additional information.9/29 – Designer responded to S&LR with measurement.9/29 – Designer sent billing information & easements to customer.9/30 – Customer emailed Designer informing her that signed easements were being returned.10/3 – Designer submitted work order packet to construction department.10/26 – Construction field completed project. After the Builders Call Line processes and completes a service application it is forwarded to the service designer. The service designer works with the customer and/or the electrician to schedule a field check to ensure site readiness. It appears that a combination of incomplete customer/electrician information, easement requirements and our construction backlog resulted in your project taking longer than you expected. The cost for an overhead to underground conversion is the same for all customers. It is a flat rate of $340 plus $6.50 per foot. In this case the service length was 186 ft resulting in a bill of $1,549. Item number four of the signed Residential Underground Service Contract (attached) outlines the customer responsibility for yard restoration. However, in this case we will restore the length of trench on the neighbor’s property; our restoration contractor expects to be there next week (the week of 11/21) - pending weather. Thank you for bringing your concerns to our attention. I apologize if this information was not clearly communicated to you previously and will respond with this information to the Revdex.com today. Best Regards,
Xcel Energy is an electric and gas utility. It is not our place or within our jurisdiction to request removal of an occupant from their home, any concerns regarding this matter should be addressed directly with the city of residence.We do not have record of the of the referenced referral to collections under the complainants name.We have tested the meters for accuracy and have meet required specifications.At this time we consider this matter closed.
The Average Monthly Payment (AMP) plans are reviewed by the system at 3,6 and 9 months and need to have a $50 variance from the current AMP to get changed. For this customer, July 2016 was the ninth month. The system looked back at August, September and October 2015 for...
consumption history times the current pricing. Based on the current balance at the 9th month and lasts years consumption, the difference was $32.00, so no adjustment was made. The higher than expected true-up bill was due to the customer's increased electric usage in the last three months of the AMP year. Attached is a spread that has two tabs and explains how it is calculated. Note there are two tabs at the bottom of the spreadsheet to review.
As mentioned in the customer’s statement of the problem the Averaged Monthly Payment service can be described as “We calculate your average costs and then spread that cost over the entire year. The 12th month is when everything gets settled up, and you may end up with either a credit or a charge.”...
As stated by Ms. [redacted] the reason for enrolling in the Averaged Monthly payment was a need to increase use of Air Conditioning. By review of the consumption this resulted in an approximate 35% increase which resulted in the larger settlement balance. As advertised, the Averaged Monthly Payment does not reduce the total amount billed but rather allows customers to pay estimated installments until the 12th month. The balance is correct and will only reduce if consumption reduces. I have mailed a letter detailing the customer usage and reason for the increased AMP and provided ###-###-#### for Energy Outreach Colorado
Initial Business Response /* (1000, 5, 2015/09/03) */
I soke with [redacted] regarding her concern she filed w/Revdex.com and the delay in her gas reconnection. I explained we ideally try to get all reconnetion orders completed by the end of the next business day but occassionally it can take longer (due to...
storms or emergencies). In regards to what happened for her, the field tech that was assigned cust gas turn-on order missed the order in his handheld on the 25th. The order was then transferred to another field tech that was in the area on 8/26 and service was reconnected that day. This was our error & I extended an apology but did thank her for bringing this issue to our attention which mgmt is now aware of. We will use this as a coaching opportunity for not only the field tech that missed the order but for all our field technician's working in the filed to make sure they are checking their handhelds to ensure all work is completed for the day. Again, extended an apology.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. inappreciate then coming on site. I do wish the tree trimming company would have answered my multiple calls and hope Xcel lets them know about the frustration they created.
Company records show we received an online request to start service on May 19, 2016 with a requested start date of June 17, 2016. There was not any reference or request to discontinue service at the previous address. Service at the previous address was taken out of the customer’s name based on a...
request to start service from a new occupant August 8, 2016.Customers are responsible for energy consumption through the date we are notified of their move. As a regulated utility, Xcel Energy must follow the rules approved by the MPUC. MN Tariff 1.1 Application for Service states:… Subject to its rates, rules, and regulations, the Company will continue to supply electric service until notified by customer to discontinue the service. The customer will be responsible for payment of all service furnished through the date of discontinuance. I spoke with the customer on September 23, we have searched our phone records for calls from the phone numbers on file, I offered to search by any additional phone numbers was not given any. I advised the policy is consistent with MN tariffs and that there will not be an adjustment of the bill.
Our designer spoke with Mr. [redacted] on site and explained that because of the type of wire and the size of the trees around the wire Xcel Energy will not consider it necessary to do any trimming around the secondary lines. Additionally, there is no truck access to the area in question and...
the trees in the area are not large enough for tree workers to climb.
I initially called to speak with [redacted] on 1/13/17, who was not available. I briefly spoke to his wife [redacted] and explained I was calling regarding the concern filed with the Revdex.com (disputed final billing). [redacted] stated she was the one that filed the complaint. I...
explained because she was not listed on the account, I couldn’t speak with her. [redacted] stated that their secretary, who was no longer working with them, called to stop the service. [redacted] also stated the landlord agreed to pay the bill from 5/1/16 to 8/10/16 but wouldn’t pay it until the bill was separated. I explained our policy, effective Jan. 1, 2015, Xcel Energy no longer backdates start and stop service requests. Customers are responsible for energy consumption through the date that we are notified of their move. I said I would investigate their concern but requested that [redacted] call me back. She took my name and number and said she would have [redacted] call me. I also said if he doesn’t have time to speak with me, I would need his permission to speak with her. No response so I called on 1/17/17 and ended up speaking with [redacted]. [redacted] disputes the billing from May to Aug 10, stating he heard his secretary calling Xcel Energy to stop service but didn’t know the exact date. I explained there is no record of any one calling to stop the service and I checked calls for the whole month of May. [redacted] then said the owner accepted responsibility for the billing during the disputed timeframe (May to August). I advised that I called and spoke with Scott [redacted], the owner on 1/13/17 and he said no notice was given; he wasn’t sure when the [redacted]son’s moved out and he didn't agree to pay the billing from May to August. Scott [redacted] did accept responsibility of the bills from 8/10/16 going forward. The stop service order was generated after [redacted] called on 8/10/16 questioning his bill. [redacted] questioned the account balance of $757.48 and I explained no payments had posted to the acct since it was started on 3/1/16 (sent itemized statement to customer/Revdex.com). [redacted] was surprised to hear this and said he would check into the payment history. I again explained we billed him to 8/10/16 because we had no record of anyone calling to stop the service before that date. The issue of the billing between May and August 2016 is considered a Tenant/Landlord dispute and needs to be resolved between him and the owner/landlord. The billing is correct, the debt of $757.48 has been forwarded to ER Solutions, a collection agency and he needs to contact them to discuss payments, etc. [redacted] did say he would pass this information on to his wife [redacted] and if she had questions, he would tell her to call me. [redacted] also gave me permission to speak with [redacted].
Initial Business Response /* (1000, 5, 2015/07/09) */
I spoke with Ms. [redacted] 7/9/2015 and provided phone numbers for energy assistance, which she will pursue. She will pay $100 in July and $150 monthly. A hold is in place through November 2015 to allow time for her account to become current. She...
understands that she may request average monthly billing when her account is at a zero balance. The current average monthly cost for gas and electric service is $109. She is satisfied.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The associate whom I spoke with was relaxed and really seemed to want to help get this resolved. She apologized for the the c/s rep whom I had spoken with. Further explained that I could have spoke with someone and resolved it that day. She will contact the c/s dept regarding that. She was able to set up the pay agreement to both our satisfaction. She was helpful!
Initial Business Response /* (1000, 5, 2015/09/24) */
Thank you for your patience as I researched your neighborhood concern.
Our restoration standard is to use black dirt, grass seed and Futerra matting. However, many Mounds View residents requested that sod be installed to match the City's...
restoration project area, which is adjacent to our restoration area.
We've been working with the City of Mounds View's general contractor to use the same sod mater that they used on the rest of the city project. It is anticipated that this will be completed by the end of September, with 30-45 days before freezing temperatures to allow time for the sod to become established.
I hope you find this information helpful and apologize for any inconvenience this may have caused.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Waited until October 1 to reply to give them time to uphold the promise of by the end of September. As of today there has been nothing done at our home or in the neighborhood. We have paid our lawn service to come out and seed the areas. Since it is late in the season to either seed or sod, do not know what those areas will be like in the Spring.
Initial Business Response /* (1000, 9, 2015/07/21) */
[redacted] contacted the MN Revdex.com with concerns regarding the billing for a former address. Ms. [redacted] was billed for an address in Minneapolis until July 2015. Ms. [redacted] states she moved out in December 2014.
It is our company...
policy that the customer of record is responsible for payment of service until the customer requests to stop service. Our tariff, on file with the state of Minnesota states:
Subject to its rates, rules, and regulations, the Company will continue to supply electric service until notified by customer to discontinue the service. The customer will be responsible for payment of all service furnished through the date of discontinuance.
I reviewed Ms. [redacted]'s account to see if any oversight had occurred. Ms. [redacted] requested service at her current address via a faxed form. The form allows the customer to request a stop service order for a previous address. Ms. [redacted] left the section blank.
I reviewed a call with Ms. [redacted] and our collections department from December 2014. Ms. [redacted] mentioned she would no longer require service around the end of the month. The agent requested Ms. [redacted] contact customer service by the end of the month to request a stop service order. Ms. [redacted] made no additional contact with us until July 2015.
I find no error on our part. The tariff was processed properly. We are not able to make an account adjustment. I spoke with Ms. [redacted] on July 17, 2015. I advised the issue is between her and her former landlord. We cannot assist with this issue.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I HAVE ATTACHED YESTERDAY THE REPSONSE THAT I HAVE REGARDING TALKING WITH THE LANDLORD WHO ALSO SAYS THERE IS NOTHING THAT CAN BE DONE ... HE ALSO STATES THAT SERVICE WAS CHANGED OVER INTO THE NEW OWNERS NAME WHICH MEANS THAT THEY WERE BILLING ME AND THE NEW CUSTOMER ... I WILL NOT SETTLE WITH NO AS AN ANSWER ... I WILL TAKE AN ADJUSTMENT FROM THE END OF THE MONTH UNTIL I REALIZED THAT I WAS BEING DOUBLE BILLED BUT I EXPECT TO RECIEVE CUSTOMER SERVICE AND ISSUE AN ADJUSTMENT FOR THE SAME AMOUNT TO MY NEW ACCOUNT ... I AM NEW HERE TO MINNEAPOLIS MN AND DURING THE TIME THE REASON FOR THE MOVE WAS TO MOVE IN MY DYING MOTHER WHO IS NOW DECEASED SO YES THE BALL MAY HAVE SLIGHTLY BEEN DROPPED BUT THERE IS SUPPORTING INFORMATION WERE TO ME ITS COMPANY ERROR ALONG WITH MINE ... ITS CALLED A MISTAKE ... I DO NOT EXPECT THEM TO JUST KEEP MONEY THAT I PAID IN ERROR ... DONT NEED A CHECK CUT BUT I DO EXPECT CREDIT ... EVEN IN THE STORE IF SOMETHING IS RETURNED AND YOU NO LONGER HAVE A RECIEPT THEY DONT JUST SAY SORRY WE CANT HELP YOU ... YOU ARE GIVEN A GIFT CARD ... I WORK FOR A LARGE COMPANY AS WELL AT&T AND WE PROVIDE NOTHING BUT CUSTOMER SERVICE SO I EXPECT THE SAME IN RETURN ...
Final Business Response /* (4000, 13, 2015/07/31) */
In response to Ms. [redacted]'s further correspondence about this complaint I would reiterate that her complaint was investigated and no error or inconsistency was found on the Company's part. We followed our defined process. Service remained in Ms. [redacted]'s name until we were notified to end service. Therefore, I am unable to override policy and make an account adjustment.
I would like to clarify one point. The electric service remained with Ms. [redacted]'s account until July 7, 2015. At no time was the service transferred to a new owner or tenants account. If this would have occurred (Landlord requests service in their name for a vacant apartment), Ms. [redacted]'s responsibility would have ended. However, we received no request to change the account for the service until notified by Ms. [redacted] on July 7, 2015. It is not possible to bill two or more accounts for the same service.
[redacted] contacted the Revdex.com regarding the payment status of her account. Ms. [redacted] recently had trouble with processing online payments from her bank account. This resulted in a “cash-only” status for her account. Analysis finds Ms. [redacted] recently changed bank accounts. The new bank...
account entered by Ms. [redacted] was considered invalid by her bank. As a result, two payment attempts were cancelled. Ms. [redacted] contacted customer service. The agent was unable to change the payment status for the account. The agent escalated the case to a supervisor. The supervisor was able to remove the cash-only status from the account. I made a follow up call to Ms. [redacted]. Ms. [redacted] was upset that the customer service agent was unable to assist. Ms. [redacted] is satisfied that the supervisor was able to correct the account. There is nothing further pending at this time
I spoke with Ms. [redacted] on July 25 and we agreed to payment arrangements that were mutually acceptable.
I am rejecting this response because:I notified them ahead of time, however they refuse to believe me. Thus, I am paying for service incurred AFTER I was no longer responsible for ANYTHING related to that location. They are telling me that I have to try and get reimbursed from the actual party who was responsible. However, they are telling me no, I have to get refunded from Xcel. So basically they are stealing money from me (since they threatened to turn off the electricity at my NEW place if I didn't pay for it). Trust me, if I had a choice, I would NEVER do business with Xcel again. However, I am stuck because they are my only option. The guy I talked to most recently basically said it was so that it was easier for them in terms of biling. So they can steal from consumers because it's easier for them, while we have no choice. To force 2 consumers to try to work out their error instead of helping is absolutely ridiculous. And they're telling me that this is their normal business practice?!!! What company besides a utility could get away with that and stay in business?!!! None.
The attached response was mailed to Mr. [redacted] 5/6/2016
Xcel Energy's position has not changed from the previous response submitted on April 25, 2016. The information provided was based on information noted on the customer's account and calls reviewed. However, I contacted the customer and explained to her my findings. I offered to set her on an arrangement that she could afford. She accepted and was set on a 4 month Fixed plus Current payment arrangement with $180 down payment. Her monthly installments would be $74 plus her current charges. Her current balance was $478.15.I received a call the following day advising me that she had an outage and her husband thought they were disconnected so he made a payment for $480. She asked if she still had to make a payment. I called and left her a message that her account was paid in full so she no longer had to make a payment. Her payment arrangement has been satisfied. Her current balance is a credit of $1.85.There is nothing further pending at this time.
Initial Business Response /* (1000, 8, 2015/10/21) */
The attached letter was mailed to customer
Oct. 20, 2014
[redacted]
Hastings, MN 55033-6506
Re: Revdex.com Inquiry
Service Address: [redacted]
Dear Mr. [redacted]:...
Your concern directed to the Revdex.com (Revdex.com) was forwarded to my attention for investigation and response. In your inquiry with the Revdex.com, you were concerned with the disconnection of your service due to non-payment, and the timeframe it took to restore the service.
A review of Xcel Energy account records show a Disconnection Notice was mailed on Sept. 16, 2015, for amounts in arrears totaling $1,090.58. A partial payment for $444.62 posted on Sept. 24, 2015. Your electric service was subsequently locked on Sept. 29, 2015, since no contact from you or payment for the remaining notice amount was received.
A payment of $645.96, which covered the remaining amount in arrears, was remitted on Sept. 29, 2015 after the electric service was locked resulting in the issuance of a delinquent turn-on electric service order. Your electric service was restored the following day of Sept. 30, 2015, in accordance with Company policy for reconnection of delinquent services. Every effort is made to turn on the service by the next business day after receiving payment, but this won't always happen when there are emergencies or outages.
You also requested in your inquiry with the Revdex.com that --
1. Xcel Energy agrees to call you directly with any future payment issues prior to disconnection.
Your were properly notified of your delinquent account status in accordance with Minnesota Administrative Rules, which states in part,
7820.1000 PERMISSIBLE SERVICE DISCONNECTION WITH NOTICE.
With notice a utility may disconnect service to any customer for any reason stated below. Notice must comply with the requirements of part 7820.2400:
A. for failure of the customer to pay a bill for utility service...
7820.2400 NOTICE REQUIREMENTS.
Where required by this chapter, notice of impending action by the utility shall be by first class mail. Notice shall be sent to the address where service is rendered and to the address where the bill is sent if different from the address where service is rendered... Disconnection notices shall contain the date on or after which disconnection will occur, reason for disconnection, and methods of avoiding disconnection in normal, easy-to-understand language.
All notice required by this chapter must precede the action to be taken by at least five days excluding Sundays and legal holidays...
Xcel Energy has compiled with these Rulings in contacting you concerning your delinquent account status when we mailed the notice on Sept. 16, 2015.
2. Change policy so that those who pay immediately can receive service immediately.
Again, it is the Company's policy to restore locked services the next business day barring any unforeseeable circumstances, and your electric service was restored the next business day.
3. Payment for any damage for failure to provide service when payment is current.
Any reimbursement for damages is investigated by our Claims Department personnel who make the final determination, and Claims can be reached by dialing [redacted]. Please keep in mind that your delinquent service was restored within the allotted time frame, which is the next business day.
You also stated that your household has not missed a payment since 2004. While monthly payments were made, the enclosed Itemized Statement shows your account has not been current (at a zero balance) since March 9, 2006. Each month you have carried over a previous balance as reflective on your monthly statements.
Following receipt of your Sept. 29, 2015, payment of $645.96, your account balance is $756.25 which is due Nov. 4, 2015. As shown on the Itemized Statement, current charges total $352.45 with $403.80 in arrears.
Sincerely,
Brenda [redacted]
Customer Advocate Analyst
Enclosure
cc: [redacted], Revdex.com - [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though I appreciate the detailed response, Xcel's policy to simply "mail" notice of service interruption vs. calling customers directly to resolve such issues is my main concern and Xcel simply stands by their practices.
Additionally, making customers "wait" a day to have power restored based upon a "company policy" is ridiculous. Excpecially since an additional payment was made. I was under the impression that the most recent payment brought out balance to zero. Now I find out I'm still behind. Why wasn't this information shared when you cut my power off and I called to rectify the situation? I would have simply made us whole.
I want the 53$ fee for returning service waived. That will satisfy this complaint. Beyond that, I'm simply stuck with Xcel because Dakota doesn't service my area.
I will be current as of November 4th minus the 53$ fee.
Initial Business Response /* (1000, 5, 2015/09/01) */
A review of Mr. [redacted]'s account reveals that Mr. [redacted] provided the incorrect account number for the payment of $128.11, which resulted in the payment being posted to an incorrect account. When Mr. [redacted] provided the receipt number we...
were able to locate the payment. This resulted in the $128.11 payment being transferred to Mr. [redacted]'s correct account. A late charge of $1.92 was also revoved. This was done on August 14, 2015.
92
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am rejecting this response because:
Once again, Xcel has failed to address the point of the complaint. The point of the complaint is that their program does not do what it says it does. It is blatant false advertising.Xcel's advertisement of said program:With Averaged Monthly Payment, we take into account your energy costs, historical usage andseasonal changes in energy use. We calculate your average costs and then spread that cost overthe entire year.The 12th month is when everything gets settled up, and you may end up with either a credit or acharge. If you're trending substantially up or down from the average, we may adjust your monthlypayment during the year to prevent a surprise in the 12th month.My energy use and costs were trending upward after the second month on the program. Xcel even decreased my bill that month. In the 12th month, I received a bill that was 392% higher than the previous 11 bills. If that's not a "surprise" in the 12th month, then I don't know what is.
Good Afternoon Mr. [redacted], In response to your concern filed with the Revdex.com (Revdex.com), I contacted our design supervisor. He, along with the Builders Call Line (BCL) supervisor and the electric service designer provided the below timeline for your project and the...
information about the project cost and yard restoration, which I hope you find helpful. 7/25 – Customer applied for service via FastApp7/28 – BCL entered comment “waiting for info” (no signed contract, sketch, or bid sheet- sent customer OHUG packet)8/18 – BCL received signed contract, sketch and bid sheet and completed the application.8/22 – Requested local designer to field check site.8/24 – Local designer responded.9/13 – Sent easement information to Siting & Land Rights (S&LR) since Xcel would need to cross neighbor’s property with underground.9/27 – S&LR requested additional information.9/29 – Designer responded to S&LR with measurement.9/29 – Designer sent billing information & easements to customer.9/30 – Customer emailed Designer informing her that signed easements were being returned.10/3 – Designer submitted work order packet to construction department.10/26 – Construction field completed project. After the Builders Call Line processes and completes a service application it is forwarded to the service designer. The service designer works with the customer and/or the electrician to schedule a field check to ensure site readiness. It appears that a combination of incomplete customer/electrician information, easement requirements and our construction backlog resulted in your project taking longer than you expected. The cost for an overhead to underground conversion is the same for all customers. It is a flat rate of $340 plus $6.50 per foot. In this case the service length was 186 ft resulting in a bill of $1,549. Item number four of the signed Residential Underground Service Contract (attached) outlines the customer responsibility for yard restoration. However, in this case we will restore the length of trench on the neighbor’s property; our restoration contractor expects to be there next week (the week of 11/21) - pending weather. Thank you for bringing your concerns to our attention. I apologize if this information was not clearly communicated to you previously and will respond with this information to the Revdex.com today. Best Regards,