Initial Business Response /* (1000, 5, 2015/09/01) */
Contacted customer and set payment arrangement. Customer was satisfied. Advised that we do not discuss personnel issues, but that the call and her account will be reviewed for better processes or training. Customer has my contact informtaion...
for future reference if needed.
Tommy [redacted] Manager Customer Advocates
Xcel Energy
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative set us up on a reasonable monthly payment plan.
Company records show that Mr. [redacted] previously had gas and electric service in his name at [redacted] from October 22, 2002 to August 26, 2017. He was provided gas service on the Residential Firm Service rate and this rate includes a monthly Basic Service Charge of $9.00, a...
Distribution Charge of $0.185913 per therm and Base Cost charge of $0.59611 from April to October and $0.65392 from November to March. The Basic Service Charge is billed every month as long as the customer has available gas service. Customers must have the gas service disconnected for more than 12 months or the meter removed for more than 12 months to no longer be required to pay the monthly Basic Service Charge. A signed Lock Authorization Form is required. Meter Reading history shows that Mr. [redacted] did not have gas usage from July 9, 2017 to August 26, 2017, but he never requested to disconnect the gas service or remove the meter and there was no request for a Lock Authorization Form. Therefore, Mr. [redacted] is required to pay the Basic Service Charge through his final service date of August 26, 2017. His final bill was for less than a full billing cycle, so the Basic Service Charge was prorated at $5.70. This charge will remain on his account.
Initial Business Response /* (1000, 5, 2015/12/17) */
Per e-mail correspondence with the customer, provided analysis which found the service was finaled in July 2014 as requested and the final balance is an accumulation of multiple monthly bills. The customer was also advised of the balance in...
September prior to it being referred to collections.
A new account was established as mentioned in the complaint for the new service address in October by the property owner. The previous account balance was not immediately transferred to the customer's new active account due to a spelling discrepancy between the accounts which is displayed on correspondence and monthly bills, we are able to correct spelling at any time upon notice from customers. The balance is accurate since it is a past debt. I reached out to the customer on December 14 and agreed to work with them while they seek energy assistance over the next ten business days. If further energy assistance is granted for the customer, we have payment arrangement options available.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */
The customer indicated that he/she accepted the business response.
I am rejecting this response because: I did not say that there was an earlier date given. I said that my daughter spoke with someone on the phone who told her when they needed the house hooked up they just needed to call and they would get service and upgrade taken care of. There was nothing said about a waite or certain process that would be taken. When I called Phillip back he was rude and kept cutting me off when I tried to tell him the situation. He told me everything was process and that he would check into the situation and that he would get back to me. I ended up calling him 2 days later because I had not heard anything. I left a message saying it was not acceptable and that I wanted service connected that day. He left a message on home phone saying that everything was going as process would be and that they should expect service that friday--or the next week or after that---so in reality he did not take in,to consideration the health and wealfare of the people living in the camper in the cold--no water because it froze. They were forced to aquire additional expenses because they have not yet been out to hook up the utilities so they can get heat in the house. The trades are not able to finish the work so that is all on hold. I cannot believe that this is how any company would operate. I understand process but when you are treated in such a rude way---as well as what I stated earlier the health and welfare of people. What a disgrace. They could not even give a time of service---just a vague maybe friday....maybe the next week....maybe after that...... Who does business like this??Oh and by the way they still do not have upgraded electrical service(Still having extra expenses due to it)----11/21/17Now I feel the service should be FREE----
I am rejecting this response because: Xcel has not done anything to fix the amount of time it took to complete my order, I should not have had to pay the amount that I did for horrible service I received and the unacceptable amount of time it took to complete.
I am rejecting this response because: Xcel Energy does not address the complaint I made, which is why has my energy usage increased so much? (see attached) Xcel Energy is a monopoly and I have little recourse to get my complaint...
resolved. I think I'm getting ignored because Xcel Energy knows they can get away with it. I sent a complaint to the Public Utilities Commission and I didn't even get a response. Please help me. Thank you.[redacted]
I am rejecting this response because:
I have been in contact with a representative from xcel. I was told that the cut down limbs were going to be picked up from my neighbor's yard. Someone came and removed limbs from my yard but these were not the limbs that were cut down by xcel. The limbs were left in my neighbor's yard. The representative from xcel said she would have the company come back to my neighbor's house but as of today, the limbs are still there.
A letter was mailed to the service address April 14, 2016 due to no billable party since August 31, 2015. Service was scheduled to be disconnected September 13, 2016 after no response to our attempts to establish an account. Upon arrival, we were provided information for billing, Service was...
started per review of records showing ownership began November 2015. As a regulated utility, Xcel Energy follows rules approved by the MNPUC. MN Tariff 1.1 Application for Service, which states: A party desiring electric service must make application to the Company before commencing the use of the Company's service. The Company reserves the right to require a signed application or written contract for service to be furnished. All applications and contracts for service must be made in the legal name of the party desiring the service. The Company may refuse or terminate service to any applicant for or user of service who fails or refuses to furnish information requested by the Company for the establishment of a service account. Receipt and use of electric service in the absence of application or contract shall constitute the user a customer of the Company subject to its rates, rules, and regulations and said user shall be responsible for payment of all service used. I spoke with Ms. [redacted] on September 27, advised I will review if or why she was provided an estimate that was significantly lower than the actual bill based on usage. Advised however, that in absence of a contract the use of service constitutes responsibility and the billed amount will not be adjusted since it is based on actual usage since the property changed ownership. Offered payment arrangements, Ms. [redacted] declined. Nothing further is pending at this time.
I contacted the customer to discuss her concerns with the Revdex.com. Company records show the customer entered into a 9 month Fixed plus Budget payment plan. Her first payment of $272.37 was due on June 14, 2016. No payment was received causing the arrangement to break. The customer...
inquired about resetting her arrangement. She was declined due to her broken arrangement and the payment history. She was offered energy assistance information which she declined stating she wouldn’t qualify. I contacted the customer on June 29, 2016 to discuss payment plan options. The customer offered to pay $250 down payment and set the remaining balance on an arrangement. I accepted and she was set on an 11 month Fixed plus Budget payment arrangement with $250 down payment. Her monthly installments will be $76 plus her budget amount of $54 totaling $130. Her current balance is $1096.78. There is nothing further pending at this time. Thank you.
Initial Business Response /* (1000, 15, 2015/06/26) */
Dear Mr. [redacted]:
Your concern directed to the Revdex.com was forwarded to my attention for investigation and response on June 15, 2015. Thank you for taking the time to discuss your concerns with me on June 15.
In...
our conversation, you stated the requested service had been completed but you were concerned why there were delays from the initial request. I have attempted to contact you by phone June 19 and 23 to provide updates from my review of the but was only able to leave voicemails. From our prior conversation I understand the contact information we have for you may be out of date. I am providing the information I have in this letter for your review.
I have spoken with the designer for your area and was advised that when we responded to the initial request there was a safety concern that prevented us from connecting the service to the new meter mast. The line would have crossed in front of a window so we were unable to complete the request at that time. Our second attempt was scheduled but our crew was required to respond to an emergency that arose on that day and we needed to reschedule. I have been advised the service connection was made on May 27, 2015. I am sorry to hear there were multiple delays
Initial Consumer Rebuttal /* (3000, 17, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We find unacceptable the fact that a company like Xcel does not reply to our requests for several months. Their reply only came after we contacted the Attorney's General Office and Revdex.com. None of the information in the reply was given to us or the general contractor on time. The whole remodeling was delayed for 45 days with significant financial costs due to the inability of Xcel to connect us. Our understanding is that Xcel has created similar problems to other remodeling projects. We expect Xcel to review their practices and also give us some credit for the losses we encumbered.
Initial Business Response /* (1000, 5, 2016/03/03) */
Called cust 2/29 & 3/1 and left vm message to return my call, no response. Sent letter regarding cust concern w/$15 return check fee. In the letter I explained a cust who stops a payment after a payment is made & we are unable to stop it...
(payment is pending) are charged $15 fee. As a courtesy and because $835 payment was made in error and cust bills are never this amt and account balance isn't that much, the $15 return check fee was credited to the acct & will be reflected on cust next billing statement. Told cust to call w/questions. See attached letter sent to customer.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/14) */
The customer indicated that he/she ACCEPTED the business response.
Initial Business Response /* (1000, 5, 2016/01/04) */
The attached letter was mailed to the customer stating Xcel Energy will continue to hold her responsible for charges in dispute since notification was not received to end service prior to June 4, 2013 in accordance with Minnesota Electric Rate...
Book - MPUC No. 2, Section 1 General Service Rules, 1.1 Application For Service. A copy of the ruling as well as an Account Summary was mailed to the customer. A payment arrangement plan is also available, if needed, upon request.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they never mailed anything to me, I called them the end of Februrary and told them I was moving so therefore how can you hold me responsible because you never mailed me anything. I requested to end my services and a final bill and they never mailed me anything. I will not make payment arrangements with you for something that is your fault.
Company
records show a Notice of Discontinuance was mailed to the customer on June 10,
2016 with an expiration date of June 27, 2016.
A phone contact to inform of the delinquent account status was made to
the customer’s cell number listed on the account on June 28, 2016, and an
answer...
was received.
Subsequent
to the June 28, 2016 phone contact with the customer, no payment was made or
pay arrangement entered into resulting in the disconnection of the electric
service due to non-payment of the past due amount. The meter was removed from
the premise and the service loop was cut on July 20, 2016. Payment covering the Notice amount was
received later that same evening of July 20, 2016, and an order to restore the
delinquent service was issued. Again,
the customer’s payment only covered the past due amount, not the full account
balance.
An
attempt was made by the service crew to restore the service and set a new meter
the following day of July 21, 2016. There was no access to the meter, and no
one was home. Our dispatcher noted there
was a big dog in the yard when the crew arrived at 11:47am. The customer was
contacted via the cell number on the account, and a notation was placed on the
service order that the customer stated someone would be at the premise only
after 4:30 p.m. A new meter was set on
July 22, 2016 with the main breaker left in the off position.
The
customer was informed that Xcel Energy will not enter customers’ homes unless
the customer or an authorized person over the age of 18 is present. Because emergency orders take precedence, i.e. outages, wires causing a structure
or vehicle fire, public contact with a down wire, wire on a vehicle, etc…, we are unable to give customers a time
frame. We, however, execute their orders as soon as we can.
This
customer was informed on July 22, 2016 when a contact was placed to determine
if the service was restored that the new meter was set and the main breaker was
off. Xcel Energy is in compliance with Rules and tariffs, and no credit will be
given since we were collecting payment for services that were provided.
I contacted the customer to discuss her concerns with the Revdex.com. Company records show the customer contacted Xcel Energy on April 7, 2016 to make a payment in the amount of $343.08. The agent processed her payment and then advised the customer she needed to set an arrangement. The...
customer stated she was going to call back to make another payment so the agent advised her to wait until then to set the arrangement so she could apply more to her down payment. The customer agreed and stated she would pay the down payment before the due date. On April 12, 2016 the customer called regarding the payment processed on April 7, 2016. She stated the payment was processed in error. The agent removed the NSF fee of $15 on her Xcel Energy account. She advised her once the call was reviewed and if it was our error then we would refund her NSF bank fees. In reviewing the call I believe there was a misunderstanding about when the down payment should be paid. On April 15, 2016, the customer was set on a 3 month Fixed plus Current payment plan with $107 down payment. Her monthly installments will be $182 plus her current charges. A phone payment of $107 was processed that same day. On April 19, 2016 the down payment came back as NSF causing the arrangement to break. On April 20, 2016 the customer had the call escalated due to the $107 NSF payment. The bank information was verified and determined it was customer error.The customer has been advised to pay $250 to reset an arrangement. A payment in the amount of $175 was received on April 25, 2016. Her current balance is $478.15.Xcel Energy is committed to providing quality customer service, and we work diligently towards customer resolution and satisfaction. I would like to thank the customer for bringing her experience with our customer service and Credit department to our attention.There is nothing further pending at this time.
Initial Business Response /* (1000, 5, 2015/12/17) */
Xcel Energy was notified November 3, 2015 of the intent to seasonally disconnect service. A monthly service and facility charge of $32.08 plus tax. We mailed a form to authorize disconnection which was returned to our office on November 12,...
services were disconnected November 18. Customers are charged the minimum Service and Facility charge up to the time of disconnection.
The Service and Facility Charge is a flat monthly charge. The "Service" portion of these charges recovers the cost of meter reading, billing, customer accounting and customer service.
The "Facility" portion of these charges recovers the fixed costs associated with Xcel Energy's investment in customer-related facilities such as meters and service laterals.
Because the facilities exist and need to be serviced regardless of usage, for this reason the monthly cost applies.
As was offered in this case, Xcel Energy currently allows customers with seasonal use to avoid these fixed costs by requesting to lock the meter when not in use but will need to pay for any reconnection when required.
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, as long as reps in the call center are updated with necessary information about the homeowners need to sign the consent form before work is completed. That is a large step that held up our order for nearly a month and could have EASILY been avoided. Thanks,[redacted]###-###-####
Company records show a disconnect notice was mailed on April 26, 2016 for $316.47. On May 13, 2016, a phone attempt was made to the customer. Our collectors also make an attempt to collect payment prior to shutting off the service. If there is no answer a notice is left on the door...
prior to shut off explaining that service has been turned off and a number to call to issue a payment in order for service to be turned back on. The service was disconnected for nonpayment on May 18, 2016.On May 20, 2016, I contacted the customer and offered to restore service for $113 and set the remaining balance on an arrangement. The customer declined due to no funds. I referred him to our PAR Department for energy assistance which he also declined. The customer stated we shut him off without notice and demanded the service be restored. When I informed him that we did provide notice and needed payment before he can be restored he got upset and requested the call be escalated to my manager. My manager offered to restore service with the first installment of $114. The customer declined.On May 23, 2016, the customer paid his past due balance of $575.57. A turn on order was issued and service was restored the same day. His current balance is $109.42. There is nothing further pending at this time.
Xcel Energy's position has not changed from the previous response submitted on June 7, 2016. The disconnection of service was in compliance with the rules and tariff's as stated in our previous response. Thank you
Initial Business Response /* (1000, 5, 2015/09/01) */
Contacted customer and set payment arrangement. Customer was satisfied. Advised that we do not discuss personnel issues, but that the call and her account will be reviewed for better processes or training. Customer has my contact informtaion...
for future reference if needed.
Tommy [redacted] Manager Customer Advocates
Xcel Energy
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative set us up on a reasonable monthly payment plan.
Company records show that Mr. [redacted] previously had gas and electric service in his name at [redacted] from October 22, 2002 to August 26, 2017. He was provided gas service on the Residential Firm Service rate and this rate includes a monthly Basic Service Charge of $9.00, a...
Distribution Charge of $0.185913 per therm and Base Cost charge of $0.59611 from April to October and $0.65392 from November to March. The Basic Service Charge is billed every month as long as the customer has available gas service. Customers must have the gas service disconnected for more than 12 months or the meter removed for more than 12 months to no longer be required to pay the monthly Basic Service Charge. A signed Lock Authorization Form is required. Meter Reading history shows that Mr. [redacted] did not have gas usage from July 9, 2017 to August 26, 2017, but he never requested to disconnect the gas service or remove the meter and there was no request for a Lock Authorization Form. Therefore, Mr. [redacted] is required to pay the Basic Service Charge through his final service date of August 26, 2017. His final bill was for less than a full billing cycle, so the Basic Service Charge was prorated at $5.70. This charge will remain on his account.
Initial Business Response /* (1000, 5, 2015/12/17) */
Per e-mail correspondence with the customer, provided analysis which found the service was finaled in July 2014 as requested and the final balance is an accumulation of multiple monthly bills. The customer was also advised of the balance in...
September prior to it being referred to collections.
A new account was established as mentioned in the complaint for the new service address in October by the property owner. The previous account balance was not immediately transferred to the customer's new active account due to a spelling discrepancy between the accounts which is displayed on correspondence and monthly bills, we are able to correct spelling at any time upon notice from customers. The balance is accurate since it is a past debt. I reached out to the customer on December 14 and agreed to work with them while they seek energy assistance over the next ten business days. If further energy assistance is granted for the customer, we have payment arrangement options available.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */
The customer indicated that he/she accepted the business response.
I am rejecting this response because: I did not say that there was an earlier date given. I said that my daughter spoke with someone on the phone who told her when they needed the house hooked up they just needed to call and they would get service and upgrade taken care of. There was nothing said about a waite or certain process that would be taken. When I called Phillip back he was rude and kept cutting me off when I tried to tell him the situation. He told me everything was process and that he would check into the situation and that he would get back to me. I ended up calling him 2 days later because I had not heard anything. I left a message saying it was not acceptable and that I wanted service connected that day. He left a message on home phone saying that everything was going as process would be and that they should expect service that friday--or the next week or after that---so in reality he did not take in,to consideration the health and wealfare of the people living in the camper in the cold--no water because it froze. They were forced to aquire additional expenses because they have not yet been out to hook up the utilities so they can get heat in the house. The trades are not able to finish the work so that is all on hold. I cannot believe that this is how any company would operate. I understand process but when you are treated in such a rude way---as well as what I stated earlier the health and welfare of people. What a disgrace. They could not even give a time of service---just a vague maybe friday....maybe the next week....maybe after that...... Who does business like this??Oh and by the way they still do not have upgraded electrical service(Still having extra expenses due to it)----11/21/17Now I feel the service should be FREE----
I am rejecting this response because: Xcel has not done anything to fix the amount of time it took to complete my order, I should not have had to pay the amount that I did for horrible service I received and the unacceptable amount of time it took to complete.
I am rejecting this response because: Xcel Energy does not address the complaint I made, which is why has my energy usage increased so much? (see attached) Xcel Energy is a monopoly and I have little recourse to get my complaint...
resolved. I think I'm getting ignored because Xcel Energy knows they can get away with it. I sent a complaint to the Public Utilities Commission and I didn't even get a response. Please help me. Thank you.[redacted]
I am rejecting this response because:
I have been in contact with a representative from xcel. I was told that the cut down limbs were going to be picked up from my neighbor's yard. Someone came and removed limbs from my yard but these were not the limbs that were cut down by xcel. The limbs were left in my neighbor's yard. The representative from xcel said she would have the company come back to my neighbor's house but as of today, the limbs are still there.
A letter was mailed to the service address April 14, 2016 due to no billable party since August 31, 2015. Service was scheduled to be disconnected September 13, 2016 after no response to our attempts to establish an account. Upon arrival, we were provided information for billing, Service was...
started per review of records showing ownership began November 2015. As a regulated utility, Xcel Energy follows rules approved by the MNPUC. MN Tariff 1.1 Application for Service, which states: A party desiring electric service must make application to the Company before commencing the use of the Company's service. The Company reserves the right to require a signed application or written contract for service to be furnished. All applications and contracts for service must be made in the legal name of the party desiring the service. The Company may refuse or terminate service to any applicant for or user of service who fails or refuses to furnish information requested by the Company for the establishment of a service account. Receipt and use of electric service in the absence of application or contract shall constitute the user a customer of the Company subject to its rates, rules, and regulations and said user shall be responsible for payment of all service used. I spoke with Ms. [redacted] on September 27, advised I will review if or why she was provided an estimate that was significantly lower than the actual bill based on usage. Advised however, that in absence of a contract the use of service constitutes responsibility and the billed amount will not be adjusted since it is based on actual usage since the property changed ownership. Offered payment arrangements, Ms. [redacted] declined. Nothing further is pending at this time.
I contacted the customer to discuss her concerns with the Revdex.com. Company records show the customer entered into a 9 month Fixed plus Budget payment plan. Her first payment of $272.37 was due on June 14, 2016. No payment was received causing the arrangement to break. The customer...
inquired about resetting her arrangement. She was declined due to her broken arrangement and the payment history. She was offered energy assistance information which she declined stating she wouldn’t qualify. I contacted the customer on June 29, 2016 to discuss payment plan options. The customer offered to pay $250 down payment and set the remaining balance on an arrangement. I accepted and she was set on an 11 month Fixed plus Budget payment arrangement with $250 down payment. Her monthly installments will be $76 plus her budget amount of $54 totaling $130. Her current balance is $1096.78. There is nothing further pending at this time. Thank you.
Initial Business Response /* (1000, 15, 2015/06/26) */
Dear Mr. [redacted]:
Your concern directed to the Revdex.com was forwarded to my attention for investigation and response on June 15, 2015. Thank you for taking the time to discuss your concerns with me on June 15.
In...
our conversation, you stated the requested service had been completed but you were concerned why there were delays from the initial request. I have attempted to contact you by phone June 19 and 23 to provide updates from my review of the but was only able to leave voicemails. From our prior conversation I understand the contact information we have for you may be out of date. I am providing the information I have in this letter for your review.
I have spoken with the designer for your area and was advised that when we responded to the initial request there was a safety concern that prevented us from connecting the service to the new meter mast. The line would have crossed in front of a window so we were unable to complete the request at that time. Our second attempt was scheduled but our crew was required to respond to an emergency that arose on that day and we needed to reschedule. I have been advised the service connection was made on May 27, 2015. I am sorry to hear there were multiple delays
Initial Consumer Rebuttal /* (3000, 17, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We find unacceptable the fact that a company like Xcel does not reply to our requests for several months. Their reply only came after we contacted the Attorney's General Office and Revdex.com. None of the information in the reply was given to us or the general contractor on time. The whole remodeling was delayed for 45 days with significant financial costs due to the inability of Xcel to connect us. Our understanding is that Xcel has created similar problems to other remodeling projects. We expect Xcel to review their practices and also give us some credit for the losses we encumbered.
Initial Business Response /* (1000, 8, 2015/12/17) */
Summary response letter sent to customer. See attached.
Initial Business Response /* (1000, 5, 2016/03/03) */
Called cust 2/29 & 3/1 and left vm message to return my call, no response. Sent letter regarding cust concern w/$15 return check fee. In the letter I explained a cust who stops a payment after a payment is made & we are unable to stop it...
(payment is pending) are charged $15 fee. As a courtesy and because $835 payment was made in error and cust bills are never this amt and account balance isn't that much, the $15 return check fee was credited to the acct & will be reflected on cust next billing statement. Told cust to call w/questions. See attached letter sent to customer.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/14) */
The customer indicated that he/she ACCEPTED the business response.
Initial Business Response /* (1000, 5, 2016/01/04) */
The attached letter was mailed to the customer stating Xcel Energy will continue to hold her responsible for charges in dispute since notification was not received to end service prior to June 4, 2013 in accordance with Minnesota Electric Rate...
Book - MPUC No. 2, Section 1 General Service Rules, 1.1 Application For Service. A copy of the ruling as well as an Account Summary was mailed to the customer. A payment arrangement plan is also available, if needed, upon request.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they never mailed anything to me, I called them the end of Februrary and told them I was moving so therefore how can you hold me responsible because you never mailed me anything. I requested to end my services and a final bill and they never mailed me anything. I will not make payment arrangements with you for something that is your fault.
Company
records show a Notice of Discontinuance was mailed to the customer on June 10,
2016 with an expiration date of June 27, 2016.
A phone contact to inform of the delinquent account status was made to
the customer’s cell number listed on the account on June 28, 2016, and an
answer...
was received.
Subsequent
to the June 28, 2016 phone contact with the customer, no payment was made or
pay arrangement entered into resulting in the disconnection of the electric
service due to non-payment of the past due amount. The meter was removed from
the premise and the service loop was cut on July 20, 2016. Payment covering the Notice amount was
received later that same evening of July 20, 2016, and an order to restore the
delinquent service was issued. Again,
the customer’s payment only covered the past due amount, not the full account
balance.
An
attempt was made by the service crew to restore the service and set a new meter
the following day of July 21, 2016. There was no access to the meter, and no
one was home. Our dispatcher noted there
was a big dog in the yard when the crew arrived at 11:47am. The customer was
contacted via the cell number on the account, and a notation was placed on the
service order that the customer stated someone would be at the premise only
after 4:30 p.m. A new meter was set on
July 22, 2016 with the main breaker left in the off position.
The
customer was informed that Xcel Energy will not enter customers’ homes unless
the customer or an authorized person over the age of 18 is present. Because emergency orders take precedence, i.e. outages, wires causing a structure
or vehicle fire, public contact with a down wire, wire on a vehicle, etc…, we are unable to give customers a time
frame. We, however, execute their orders as soon as we can.
This
customer was informed on July 22, 2016 when a contact was placed to determine
if the service was restored that the new meter was set and the main breaker was
off. Xcel Energy is in compliance with Rules and tariffs, and no credit will be
given since we were collecting payment for services that were provided.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory.
I contacted the customer to discuss her concerns with the Revdex.com. Company records show the customer contacted Xcel Energy on April 7, 2016 to make a payment in the amount of $343.08. The agent processed her payment and then advised the customer she needed to set an arrangement. The...
customer stated she was going to call back to make another payment so the agent advised her to wait until then to set the arrangement so she could apply more to her down payment. The customer agreed and stated she would pay the down payment before the due date. On April 12, 2016 the customer called regarding the payment processed on April 7, 2016. She stated the payment was processed in error. The agent removed the NSF fee of $15 on her Xcel Energy account. She advised her once the call was reviewed and if it was our error then we would refund her NSF bank fees. In reviewing the call I believe there was a misunderstanding about when the down payment should be paid. On April 15, 2016, the customer was set on a 3 month Fixed plus Current payment plan with $107 down payment. Her monthly installments will be $182 plus her current charges. A phone payment of $107 was processed that same day. On April 19, 2016 the down payment came back as NSF causing the arrangement to break. On April 20, 2016 the customer had the call escalated due to the $107 NSF payment. The bank information was verified and determined it was customer error.The customer has been advised to pay $250 to reset an arrangement. A payment in the amount of $175 was received on April 25, 2016. Her current balance is $478.15.Xcel Energy is committed to providing quality customer service, and we work diligently towards customer resolution and satisfaction. I would like to thank the customer for bringing her experience with our customer service and Credit department to our attention.There is nothing further pending at this time.
Initial Business Response /* (1000, 5, 2015/12/17) */
Xcel Energy was notified November 3, 2015 of the intent to seasonally disconnect service. A monthly service and facility charge of $32.08 plus tax. We mailed a form to authorize disconnection which was returned to our office on November 12,...
services were disconnected November 18. Customers are charged the minimum Service and Facility charge up to the time of disconnection.
The Service and Facility Charge is a flat monthly charge. The "Service" portion of these charges recovers the cost of meter reading, billing, customer accounting and customer service.
The "Facility" portion of these charges recovers the fixed costs associated with Xcel Energy's investment in customer-related facilities such as meters and service laterals.
Because the facilities exist and need to be serviced regardless of usage, for this reason the monthly cost applies.
As was offered in this case, Xcel Energy currently allows customers with seasonal use to avoid these fixed costs by requesting to lock the meter when not in use but will need to pay for any reconnection when required.
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, as long as reps in the call center are updated with necessary information about the homeowners need to sign the consent form before work is completed. That is a large step that held up our order for nearly a month and could have EASILY been avoided. Thanks,[redacted]###-###-####
Company records show a disconnect notice was mailed on April 26, 2016 for $316.47. On May 13, 2016, a phone attempt was made to the customer. Our collectors also make an attempt to collect payment prior to shutting off the service. If there is no answer a notice is left on the door...
prior to shut off explaining that service has been turned off and a number to call to issue a payment in order for service to be turned back on. The service was disconnected for nonpayment on May 18, 2016.On May 20, 2016, I contacted the customer and offered to restore service for $113 and set the remaining balance on an arrangement. The customer declined due to no funds. I referred him to our PAR Department for energy assistance which he also declined. The customer stated we shut him off without notice and demanded the service be restored. When I informed him that we did provide notice and needed payment before he can be restored he got upset and requested the call be escalated to my manager. My manager offered to restore service with the first installment of $114. The customer declined.On May 23, 2016, the customer paid his past due balance of $575.57. A turn on order was issued and service was restored the same day. His current balance is $109.42. There is nothing further pending at this time.
Xcel Energy's position has not changed from the previous response submitted on June 7, 2016. The disconnection of service was in compliance with the rules and tariff's as stated in our previous response. Thank you