I am rejecting this response because:
Xcel Energy give false information is not true is no one ever said the about the bill because Xcel Energy provide false bill this is why the City were Xcel Energy told the City to put me out of my house they did not because I give them copy of false bill so they it for them self. this been going on about 9 years, Xcel Energy send me to three deferent collection agency for $217.00 the agency reject Xcel Energy false bill because I respond to the false bill it never happen Xcel Energy been call the City told the City Xcel Energy wanted the city to put me out of my house it never happen the City see the information about false bill, Xcel trying to rip me off the bill never HAPPEN. NO SERVICES Xcel Energy need to refund me back for all the time they been charge me with false billI am demanded it
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.I was also told by the rep that it is misleading because their system no longer tells you current statements will not be paid when you sign up for auto pay. now they tell you at some point in a junk do not reply email after you are enrolled. I'm also glad to hear this has brought to light that xcel employees did not follow the policy to dismiss the charge. However they should really just correct the issue by having customer select to pay the current bill as well as future bills.sadly although I am a new customer, this experience has me wishing I could live with out their service.Lucky for them I don't have that option!!!
The brush at [redacted] [redacted] was not caused by Xcel Energy, therefore, we will not be removing the brush. It was too much to fit on our truck. The brush may have been caused by the phone or cable company. At [redacted] [redacted], the brush was not ours, but as a courtesy to the customer, we picked it up since it was a small amount that fit on our truck. Our program manager called the customer at [redacted] [redacted] and left a message concerning the Company’s findings. There is nothing further pending at this time. Thank you
Good Morning Mr. [redacted], Your concern directed to the Revdex.com (Revdex.com) was forwarded to my attention for investigation and response. As a regulated utility Xcel Energy must follow the rules approved by the Minnesota Public Utilities Commission. Our tariff states...
that customers are responsible for service until we are notified to stop service. I have reviewed your account did not find record of a stop request prior to 1/20/2017 for your electric service at [redacted]. The attached email response dated 1/23/2017 from our customer correspondence team stated: To backdate your stop service request, we would need you to provide a copy of your original stop service confirmation email as we were unable to locate your request in our system. Once we receive the confirmation, which you can attach to a reply email or forward to [email protected], we will be happy to make the needed corrections to your account. Please forward the original stop service request confirmation email to the email address above to adjust your stop date; I am unable to adjust your stop service date without this notification. Your current account balance is $52.80. I have placed a hold on your account until 6/30/2017 to allow time for you to forward the original stop request for billing correction. Thank you for bringing your concern to our attention. Regards,
Company records show that Mr. [redacted] started service at this address on January 31, 2015, and he has electric service only. As the meter reading history below shows, Mr. [redacted]’s electric usage increases significantly during the winter months, especially in January with usage of 1892 kWh in 2017 and...
1848 kWh in 2018. This indicates that the customer has electric heat and more energy is used for heating during the colder months. During these cold months, the temperature outside will be much lower than whatever setting Mr. [redacted] has his thermostat set at and the heating system will have to work harder to maintain that temperature setting, which requires the use of more electricity. On February 20, 2017, a meter test was completed per Mr. [redacted]’s request and the meter tested well within accuracy standards at 100.11 percent at full load and 99.99 percent at light load. This confirms that Mr. [redacted]’s meter is operating properly and we are billing him for the correct usage registered on his meter. Subsequently, there is no adjustment to the billing to be made.
Initial Business Response /* (1000, 5, 2016/01/12) */
The payment was withdrawn on schedule and has been withdrawn the first part of the month for years. Mr. [redacted] needed the money back because he has a funeral to attend this weekend. Due to fees and expenses associated with reimbursement or...
reversal of [redacted], payments Xcel Energy will not reimburse the payment if it was not withdrawn in error.
I spoke with Mr. [redacted] on January 6, to explain our position and discuss concerns regarding receiving differing information. Personnel matters are handled internally.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was a lot more that was said and its not noted here. I never received a call about the calls the person told me they would check it out just to see... But other than that everything could be alright.
As a regulated utility, Xcel Energy must be consistent in the application of the rules approved by the Minnesota Public Utilities Commission (MN PUC). Our tariff approved by the MN PUC states that customers are responsible for service until we are notified to stop service. ...
Section 6 subsection 1.1 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. Per review of company records, I was not able to a request to discontinue service Ms. [redacted]’s account at for the address in question prior to December 3, 2015. The account was closed based on a request to begin service effective December 3, 2015 by a new party. Without record to demonstrate that notice to discontinue service was given prior to the final billing date the responsibility for charges will remain with the account holder. I spoke with Ms. [redacted] on June 28, 2017, and advised we were unable to locate a request to discontinue service and no adjustments would be made to the account.
Initial Business Response /* (1000, 5, 2015/12/22) */
It was explained on Dec. 16, 2015 that Xcel Energy is unable to remove the complainant's name from the bill and replace it with the ex-husband's name as the primary responsible party. Xcel Energy will not allow 2 separate accounts since service...
at the former address was and at current address is listed in the complainant's name.
A review of Company records show service at the address in dispute was established at the complainant's request in 2010. Service remained in that name through April 21, 2015. Final payment was not received, resulting in the unpaid balance being referred to a collection agency on July 24, 2015. When new service was established in the customer's name on Nov. 28, 2015, the debt was recalled from the collection agency on Nov. 30, 2015 and transferred to the active account.
At the previous address, the complainant was receiving both gas and electric services from Xcel Energy. In accordance with Minnesota Gas and Electric Rate Books-MPUC No. 2, General Rules and Regulations, Section 1 General Service Rules, for both gas and electric services, the pertinent part states,
1.1 APPLICATION FOR SERVICE
... Any person who uses gas (electric) service in the absence of application or contract
shall be subject to the Company's rates, rules, and regulations and shall be responsible
for payment of all service used...
Had the services at the address in question not been listed in the complainant's name, the complainant was still there and a user of the service. Therefore, the debt is also the complainant responsibility and will remain on the account until paid in full.
A disconnection notice was mailed on Dec. 5, 2015. It was further explained that a payment arrangement plan is available to avoid interruption of service if unable to pay balance in full. On Dec. 21, 2015, a small payment posted to the account which was not sufficient to hold collection activity. The complainant was contacted on Dec. 21, 2015 to inform of the small payment and the need to enter into a payment arrangement plan. Complainant stated the ex will call to enter the remaining balance into a payment plan. Failure to place the large balance on a payment arrangement plan may result in disconnection of the service due to non-payment.
The customer will need to file a claim with our Claims Department so that they can conduct an investigation into his claim of damage caused by our crew. He can file a claim with Claims Investigator Paul [redacted] at ###-###-####.
Company records show that Ms. [redacted]’s electric service was disconnected on May 24, 2016, for nonpayment of the past due amount of $424.28. On May 25, 2016, we received confirmation of an energy assistance commitment of $597.00 and an order was subsequently issued to restore service. We...
advised Ms. [redacted] that service would be restored within the next business day. We went to restore service on May 26, 2016, but no one was in the office to give us access to the meter room in the basement. We did not call Ms. [redacted] for access because tenants do not usually have a key to the meter room. We were able to gain access to the meter room the afternoon of May 27, 2016, and restored Ms. [redacted]’s electric service.
As previously stated, the customer had no usage on the gas meter from July 9, 2017 to August 26, 2017. Subsequently, even if he had requested to shut off the gas service, he still would have been charged the basic service charge after stopping service because the service needs to be off for a minimum of 12 months to not be charged the basic service charge. This is in accordance with tariffs approved and on file with the Minnesota Public Utilities Commission and we are required to apply these tariffs to all our customers. Therefore, we cannot remove the $5.70 basic service charge.
Our Vegetation department was contacted who informed me that the brush was cleaned up on October 4, 2016. I contacted the customer who confirmed the brush has been removed. There is nothing further pending at this time.
I was able to speak with [redacted] on feb.27, 2017. I explained the situation. Ms. [redacted]’s electric metering was switched with another apartment. We have corrected the metering and also made account adjustments. Ms. [redacted] received a credit for the switched meters.
I spoke with Mr. [redacted] on September 29. The address in reference was billed under a different account number and primary account name from the current address. Our records show we received a start service request on June 15, 2016 under a different name for the new service address with no...
reference to a previous address. The billing for service on this account was discontinued at the request of a new party to begin service on July 15, 2016. Per our conversation, Mr. [redacted] stated the billing should have ended June 15. Review of our records shows the first contact regarding previous address was August 17, 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. There will be no account adjustments unless there is proof to show you notified us on or prior to June 15 requesting to discontinue service at [redacted] There is nothing further pending at this time.
I contacted the customer to discuss her concerns. Company records show a disconnection notice was mailed on August 30, 2017 for $5,991.16. The service was disconnected for nonpayment on September 13, 2017. The customer was advised to pay disconnection notice amount to restore...
service. On September 19, 2017, I spoke to the customer and offered to restore service for $1000 and set the remaining balance on an arrangement. The customer agreed and made a payment on September 20, 2017. A turn on order was issued and service was restored the following day. The customer requested an account summary of her balance. I’ve attached a copy for your review. The customer will review the summary and contact me to discuss setting an arrangement on her account. In addition, the customer inquired why her account information was provided to someone else. Our records show the landlord was contacted who confirmed both parties reside at the premise. Therefore, he was added to the account and has access to account information. Thank you
Xcel Energy records show this customer spoke to our Sr. specialist who is a part of the Customer Contact Center management team on July 5, 2016. The Sr. specialist noted on the account that it was explained to the customer that we did not have a request to stop service until June 29, 2016. Per previous appeal call notes, the phone call was pulled and verified the customer did not want services stopped at the time of that phone call. The Sr. specialist also noted on the account that the customer did not agree, but accepted the response.Xcel Energy's position has not changed, we followed our defined process, and service remained in the customer's name until we were notified to end service in accordance with the attached Company tariff, which stipulates "the Company will continue to supply electric service until notified by the customer to discontinue the service."Again, we were notified on June 29, 2016 to end service at the address in question, and service was ended as of that date. Therefore, there will be no adjustment forthcoming.
In order to prevent frequent quarterly or monthly variation of the Averaged Monthly Payment (AMP) plan we have a threshold in place. This addresses most cases; however, the increased usage fell just below this threshold until the third quarterly review at which time it was necessary to increase the AMP in order to cover the difference accumulated throughout the year. The balance was displaying as past due because we only received partial payment of the AMP billing for May and June, which resulted in removal of the AMP plan. We understand that this can create a hardship when the balance is unexpected. As a regulated utility, we must bill according to actual usage and cannot reduce the amount billed if it is correct. Due to the payment arrangements established on July 21, future statements will list the installment and new AMP amount and is not considered past due as long as the installments are paid.
The MN Heating rebate was submitted and received by rebate ops on 1-4-2016. However, [redacted] states his rebates were submitted in October 2015. Rebate ops received a separate T-STAT rebate on 12-7-2015 and another separate AC rebate on 1-4-2016 (the same day as we received the Heating rebate)....
Both of the other rebates were paid out. It is unclear why the Heating rebate had no action taken on it from 1-4-2016 to the time I processed it. It was deemed lost and requested a new form be submitted for processing. The copy of the application was submitted directly to Jamie [redacted] by the customer, however did not take action immediately due to priorities. The application was passed on to another rebate processor to complete. While processing it was discovered that the model number installed listed on the application and invoice could not be validated as a qualifying piece of equipment on www.ahridirectory.org website. This was communicated to the Energy Expert team on 4-14-16 . In order to resolve we reached out to the contractor Climate Control Heating and Air who installed the equipment to see if they had a copy of an AHRI certificate proving the model number was listed on the AHRI website at the time of installation The certificate copy would be the needed for proof and would allow the rebate to be paid out. In speaking with the contactor, he was able to find a copy of the certificate. He scanned the certificate on 4-22-16. Once the rebate was approved for a qualifying furnace and ECM we noticed the customer account only has Electric service with Xcel Energy. This automatically disqualified the customer from receiving a furnace rebate of $300. However, the furnace installed was equipped with an ECM which qualifies for a separate $100.00 rebate for Electric customers. This was processed on 4/22/16. The rebate was paid out to an alternate recipient, Caitlin Chalem at the installation address – [redacted] signed the rebate over to the alternate payee on 10-26-2015.The customer was contacted and advised. [redacted]
The rebate is paid by our 3rd-party implementer, Appliance Recycling Centers of America (ARCA). This customer has a valid rebate application for their refrigerator. Records show that ARCA mailed the rebate check to the customer May 19. The rebate application is marked as “Complete”...
as of June 30th 2016 in our system. The phone number provided by the customer for Debbie is for ARCA. I spoke with Ms. [redacted] September 16 and apologized for any inconvenience and explained that the check was reissued September 14 (check number [redacted]) by ARCA.
I spoke with [redacted] on 1/5/18 and confirmed the rebate application has been approved, that it generally takes 6-8 weeks for processing but at the end of the year, it can take longer. Salesforce (the rebate processing software system) shuts down at the end of the year to update for the...
following year so during this time they are not able to process any rebates. I advised Salesforce hopes to begin processing rebates again on Monday (1/8) and if that happens, best guess is their rebate would be processed early next week. I've asked that the Rebate Specialist keep me updated so I can update the customer. I extended an apology for the delay but thanked her for her patience. Customer also filed a complaint with the MN PUC. Update – I spoke with [redacted] on 1/9 and advised the rebate was processed and the check for $450 would be going out in the mail the next day (1/10). I advised [redacted] to allow 5-7 days for processing. I extended an apology for the delay and again thanked her for her patience. Customer was satisfied. I explained I would provide an update to the MN PUC & Revdex.com.
I am rejecting this response because:
Xcel Energy give false information is not true is no one ever said the about the bill because Xcel Energy provide false bill this is why the City were Xcel Energy told the City to put me out of my house they did not because I give them copy of false bill so they it for them self. this been going on about 9 years, Xcel Energy send me to three deferent collection agency for $217.00 the agency reject Xcel Energy false bill because I respond to the false bill it never happen Xcel Energy been call the City told the City Xcel Energy wanted the city to put me out of my house it never happen the City see the information about false bill, Xcel trying to rip me off the bill never HAPPEN. NO SERVICES Xcel Energy need to refund me back for all the time they been charge me with false billI am demanded it
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.I was also told by the rep that it is misleading because their system no longer tells you current statements will not be paid when you sign up for auto pay. now they tell you at some point in a junk do not reply email after you are enrolled. I'm also glad to hear this has brought to light that xcel employees did not follow the policy to dismiss the charge. However they should really just correct the issue by having customer select to pay the current bill as well as future bills.sadly although I am a new customer, this experience has me wishing I could live with out their service.Lucky for them I don't have that option!!!
The brush at [redacted] [redacted] was not caused by Xcel Energy, therefore, we will not be removing the brush. It was too much to fit on our truck. The brush may have been caused by the phone or cable company. At [redacted] [redacted], the brush was not ours, but as a courtesy to the customer, we picked it up since it was a small amount that fit on our truck. Our program manager called the customer at [redacted] [redacted] and left a message concerning the Company’s findings. There is nothing further pending at this time. Thank you
Good Morning Mr. [redacted], Your concern directed to the Revdex.com (Revdex.com) was forwarded to my attention for investigation and response. As a regulated utility Xcel Energy must follow the rules approved by the Minnesota Public Utilities Commission. Our tariff states...
that customers are responsible for service until we are notified to stop service. I have reviewed your account did not find record of a stop request prior to 1/20/2017 for your electric service at [redacted]. The attached email response dated 1/23/2017 from our customer correspondence team stated: To backdate your stop service request, we would need you to provide a copy of your original stop service confirmation email as we were unable to locate your request in our system. Once we receive the confirmation, which you can attach to a reply email or forward to [email protected], we will be happy to make the needed corrections to your account. Please forward the original stop service request confirmation email to the email address above to adjust your stop date; I am unable to adjust your stop service date without this notification. Your current account balance is $52.80. I have placed a hold on your account until 6/30/2017 to allow time for you to forward the original stop request for billing correction. Thank you for bringing your concern to our attention. Regards,
Company records show that Mr. [redacted] started service at this address on January 31, 2015, and he has electric service only. As the meter reading history below shows, Mr. [redacted]’s electric usage increases significantly during the winter months, especially in January with usage of 1892 kWh in 2017 and...
1848 kWh in 2018. This indicates that the customer has electric heat and more energy is used for heating during the colder months. During these cold months, the temperature outside will be much lower than whatever setting Mr. [redacted] has his thermostat set at and the heating system will have to work harder to maintain that temperature setting, which requires the use of more electricity. On February 20, 2017, a meter test was completed per Mr. [redacted]’s request and the meter tested well within accuracy standards at 100.11 percent at full load and 99.99 percent at light load. This confirms that Mr. [redacted]’s meter is operating properly and we are billing him for the correct usage registered on his meter. Subsequently, there is no adjustment to the billing to be made.
Initial Business Response /* (1000, 5, 2016/01/12) */
The payment was withdrawn on schedule and has been withdrawn the first part of the month for years. Mr. [redacted] needed the money back because he has a funeral to attend this weekend. Due to fees and expenses associated with reimbursement or...
reversal of [redacted], payments Xcel Energy will not reimburse the payment if it was not withdrawn in error.
I spoke with Mr. [redacted] on January 6, to explain our position and discuss concerns regarding receiving differing information. Personnel matters are handled internally.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was a lot more that was said and its not noted here. I never received a call about the calls the person told me they would check it out just to see... But other than that everything could be alright.
As a regulated utility, Xcel Energy must be consistent in the application of the rules approved by the Minnesota Public Utilities Commission (MN PUC). Our tariff approved by the MN PUC states that customers are responsible for service until we are notified to stop service. ...
Section 6 subsection 1.1 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. Per review of company records, I was not able to a request to discontinue service Ms. [redacted]’s account at for the address in question prior to December 3, 2015. The account was closed based on a request to begin service effective December 3, 2015 by a new party. Without record to demonstrate that notice to discontinue service was given prior to the final billing date the responsibility for charges will remain with the account holder. I spoke with Ms. [redacted] on June 28, 2017, and advised we were unable to locate a request to discontinue service and no adjustments would be made to the account.
Initial Business Response /* (1000, 5, 2015/12/22) */
It was explained on Dec. 16, 2015 that Xcel Energy is unable to remove the complainant's name from the bill and replace it with the ex-husband's name as the primary responsible party. Xcel Energy will not allow 2 separate accounts since service...
at the former address was and at current address is listed in the complainant's name.
A review of Company records show service at the address in dispute was established at the complainant's request in 2010. Service remained in that name through April 21, 2015. Final payment was not received, resulting in the unpaid balance being referred to a collection agency on July 24, 2015. When new service was established in the customer's name on Nov. 28, 2015, the debt was recalled from the collection agency on Nov. 30, 2015 and transferred to the active account.
At the previous address, the complainant was receiving both gas and electric services from Xcel Energy. In accordance with Minnesota Gas and Electric Rate Books-MPUC No. 2, General Rules and Regulations, Section 1 General Service Rules, for both gas and electric services, the pertinent part states,
1.1 APPLICATION FOR SERVICE
... Any person who uses gas (electric) service in the absence of application or contract
shall be subject to the Company's rates, rules, and regulations and shall be responsible
for payment of all service used...
Had the services at the address in question not been listed in the complainant's name, the complainant was still there and a user of the service. Therefore, the debt is also the complainant responsibility and will remain on the account until paid in full.
A disconnection notice was mailed on Dec. 5, 2015. It was further explained that a payment arrangement plan is available to avoid interruption of service if unable to pay balance in full. On Dec. 21, 2015, a small payment posted to the account which was not sufficient to hold collection activity. The complainant was contacted on Dec. 21, 2015 to inform of the small payment and the need to enter into a payment arrangement plan. Complainant stated the ex will call to enter the remaining balance into a payment plan. Failure to place the large balance on a payment arrangement plan may result in disconnection of the service due to non-payment.
The customer will need to file a claim with our Claims Department so that they can conduct an investigation into his claim of damage caused by our crew. He can file a claim with Claims Investigator Paul [redacted] at ###-###-####.
Company records show that Ms. [redacted]’s electric service was disconnected on May 24, 2016, for nonpayment of the past due amount of $424.28. On May 25, 2016, we received confirmation of an energy assistance commitment of $597.00 and an order was subsequently issued to restore service. We...
advised Ms. [redacted] that service would be restored within the next business day. We went to restore service on May 26, 2016, but no one was in the office to give us access to the meter room in the basement. We did not call Ms. [redacted] for access because tenants do not usually have a key to the meter room. We were able to gain access to the meter room the afternoon of May 27, 2016, and restored Ms. [redacted]’s electric service.
As previously stated, the customer had no usage on the gas meter from July 9, 2017 to August 26, 2017. Subsequently, even if he had requested to shut off the gas service, he still would have been charged the basic service charge after stopping service because the service needs to be off for a minimum of 12 months to not be charged the basic service charge. This is in accordance with tariffs approved and on file with the Minnesota Public Utilities Commission and we are required to apply these tariffs to all our customers. Therefore, we cannot remove the $5.70 basic service charge.
Our Vegetation department was contacted who informed me that the brush was cleaned up on October 4, 2016. I contacted the customer who confirmed the brush has been removed. There is nothing further pending at this time.
I was able to speak with [redacted] on feb.27, 2017. I explained the situation. Ms. [redacted]’s electric metering was switched with another apartment. We have corrected the metering and also made account adjustments. Ms. [redacted] received a credit for the switched meters.
I spoke with Mr. [redacted] on September 29. The address in reference was billed under a different account number and primary account name from the current address. Our records show we received a start service request on June 15, 2016 under a different name for the new service address with no...
reference to a previous address. The billing for service on this account was discontinued at the request of a new party to begin service on July 15, 2016. Per our conversation, Mr. [redacted] stated the billing should have ended June 15. Review of our records shows the first contact regarding previous address was August 17, 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. There will be no account adjustments unless there is proof to show you notified us on or prior to June 15 requesting to discontinue service at [redacted] There is nothing further pending at this time.
I contacted the customer to discuss her concerns. Company records show a disconnection notice was mailed on August 30, 2017 for $5,991.16. The service was disconnected for nonpayment on September 13, 2017. The customer was advised to pay disconnection notice amount to restore...
service. On September 19, 2017, I spoke to the customer and offered to restore service for $1000 and set the remaining balance on an arrangement. The customer agreed and made a payment on September 20, 2017. A turn on order was issued and service was restored the following day. The customer requested an account summary of her balance. I’ve attached a copy for your review. The customer will review the summary and contact me to discuss setting an arrangement on her account. In addition, the customer inquired why her account information was provided to someone else. Our records show the landlord was contacted who confirmed both parties reside at the premise. Therefore, he was added to the account and has access to account information. Thank you
Xcel Energy records show this customer spoke to our Sr. specialist who is a part of the Customer Contact Center management team on July 5, 2016. The Sr. specialist noted on the account that it was explained to the customer that we did not have a request to stop service until June 29, 2016. Per previous appeal call notes, the phone call was pulled and verified the customer did not want services stopped at the time of that phone call. The Sr. specialist also noted on the account that the customer did not agree, but accepted the response.Xcel Energy's position has not changed, we followed our defined process, and service remained in the customer's name until we were notified to end service in accordance with the attached Company tariff, which stipulates "the Company will continue to supply electric service until notified by the customer to discontinue the service."Again, we were notified on June 29, 2016 to end service at the address in question, and service was ended as of that date. Therefore, there will be no adjustment forthcoming.
In order to prevent frequent quarterly or monthly variation of the Averaged Monthly Payment (AMP) plan we have a threshold in place. This addresses most cases; however, the increased usage fell just below this threshold until the third quarterly review at which time it was necessary to increase the AMP in order to cover the difference accumulated throughout the year. The balance was displaying as past due because we only received partial payment of the AMP billing for May and June, which resulted in removal of the AMP plan. We understand that this can create a hardship when the balance is unexpected. As a regulated utility, we must bill according to actual usage and cannot reduce the amount billed if it is correct. Due to the payment arrangements established on July 21, future statements will list the installment and new AMP amount and is not considered past due as long as the installments are paid.
The MN Heating rebate was submitted and received by rebate ops on 1-4-2016. However, [redacted] states his rebates were submitted in October 2015. Rebate ops received a separate T-STAT rebate on 12-7-2015 and another separate AC rebate on 1-4-2016 (the same day as we received the Heating rebate)....
Both of the other rebates were paid out. It is unclear why the Heating rebate had no action taken on it from 1-4-2016 to the time I processed it. It was deemed lost and requested a new form be submitted for processing. The copy of the application was submitted directly to Jamie [redacted] by the customer, however did not take action immediately due to priorities. The application was passed on to another rebate processor to complete. While processing it was discovered that the model number installed listed on the application and invoice could not be validated as a qualifying piece of equipment on www.ahridirectory.org website. This was communicated to the Energy Expert team on 4-14-16 . In order to resolve we reached out to the contractor Climate Control Heating and Air who installed the equipment to see if they had a copy of an AHRI certificate proving the model number was listed on the AHRI website at the time of installation The certificate copy would be the needed for proof and would allow the rebate to be paid out. In speaking with the contactor, he was able to find a copy of the certificate. He scanned the certificate on 4-22-16. Once the rebate was approved for a qualifying furnace and ECM we noticed the customer account only has Electric service with Xcel Energy. This automatically disqualified the customer from receiving a furnace rebate of $300. However, the furnace installed was equipped with an ECM which qualifies for a separate $100.00 rebate for Electric customers. This was processed on 4/22/16. The rebate was paid out to an alternate recipient, Caitlin Chalem at the installation address – [redacted] signed the rebate over to the alternate payee on 10-26-2015.The customer was contacted and advised. [redacted]
The rebate is paid by our 3rd-party implementer, Appliance Recycling Centers of America (ARCA). This customer has a valid rebate application for their refrigerator. Records show that ARCA mailed the rebate check to the customer May 19. The rebate application is marked as “Complete”...
as of June 30th 2016 in our system. The phone number provided by the customer for Debbie is for ARCA. I spoke with Ms. [redacted] September 16 and apologized for any inconvenience and explained that the check was reissued September 14 (check number [redacted]) by ARCA.
I spoke with [redacted] on 1/5/18 and confirmed the rebate application has been approved, that it generally takes 6-8 weeks for processing but at the end of the year, it can take longer. Salesforce (the rebate processing software system) shuts down at the end of the year to update for the...
following year so during this time they are not able to process any rebates. I advised Salesforce hopes to begin processing rebates again on Monday (1/8) and if that happens, best guess is their rebate would be processed early next week. I've asked that the Rebate Specialist keep me updated so I can update the customer. I extended an apology for the delay but thanked her for her patience. Customer also filed a complaint with the MN PUC. Update – I spoke with [redacted] on 1/9 and advised the rebate was processed and the check for $450 would be going out in the mail the next day (1/10). I advised [redacted] to allow 5-7 days for processing. I extended an apology for the delay and again thanked her for her patience. Customer was satisfied. I explained I would provide an update to the MN PUC & Revdex.com.