Your concern directed to the Revdex.com (Revdex.com) was forwarded to my attention for investigation and response. All residential customers starting service with Xcel Energy by phone are transferred to ConnectSmart. They help movers and new customers select and order home services, such...
as:• Local telephone and long distance• Cable and satellite TV• Internet access• Home securityConnectSmart is run by AllConnect, an Atlanta-based company that currently serves close to 30 of the top 60 US electric utilities. You can find additional information at www.allconnect.com. The data we send to AllConnect is not sold or shared beyond the service providers with whom the customer places an order and is used for only two purposes:• Confirm the start service request. If AllConnect identifies any errors, your request is returned to Xcel Energy to correct.• Allow customers to place orders for other home services.I forwarded your concern to AllConnect to ensure that the proper process was followed. I apologize if this information was not clearly communicated to you previously or for any inconvenience this has caused. If you have further questions or concerns please call ###-###-####.
Payment arrangements must cover the monthly charges and work toward paying the arrears in a reasonable timeframe. Without a formal payment arrangement service may be disconnected. Notice of pending disconnection is given by mail and an attempt is made to contact by phone prior to...
disconnection of service. If services are disconnected payment of arrears over 60 days past due is requested. Additional consideration may be given to extenuating circumstances of the household. Customers may also apply for energy assistance. I attempted to reach the customer on June 13, 2017 leaving my contact information. To date there has not been a response.
I spoke with [redacted] on 8/29 and advised that we were waiving the tamper charge due to the discrepancy on the locking date (cust states she wasn't locked on 7/25, first lock was 8/12), customer was satisfied. I asked if she needed a pay arrangement, customer declined stating she will just pay what she can each month. Customer understands without a pay arrangement, disc notices will continue to be sent.
I contacted the customer to discuss his concerns with the Revdex.com. Company records show a disconnection notice was mailed on May 19, 2017 for $848.42. Different payment plan options were discussed. On May 26, 2017, the customer was set on an 11 month Fixed plus Current payment plan...
with $200 down payment. His monthly installments will be $73 plus his current charges. His current balance is $1012.15. There is nothing further pending at this time. Thank you
Initial Business Response /* (1000, 6, 2016/03/15) */
Customers must contact our customer service department for reconnection at (XXX) XXX-XXXX; we need access instructions and authorization to reconnect if the customer will not be home. Per company policy based on available resources, every effort...
is made to turn on the service by the next business day after receiving payment, but this will not always happen, for example, when there are emergencies, outages or lack of access. We are unable to provide a precise time of reconnection since travel time varies and due to the possibility of a need to redirect our crews to emergency situations.
Due to lack of access to the building, we were unable to restore service on March 11 but it was restored on the following business day March 14.
Initial Business Response /* (1000, 5, 2015/09/25) */
I researched the neighborhood concern and found 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 have provided the concerns about the street near this address for our contractor Q3 to review and address. Regarding the storm drain and sewer grates, we will have an inspector check this out.
Initial Business Response /* (1000, 5, 2015/08/19) */
Mr. [redacted] had service at [redacted] from January 4, 2013 until June 1, 2013. He called to end service on June 1, 2013. His final bill was mailed on June 3, 2013, in the amount of $259.67 and went...
unpaid. The account was sent to a collection agency on August 30, 2013, who attempted to collect the debt. When they failed to collect the payment the account was recalled on October 31, 2014 and then reassigned to a different collection agency.
We received a fax on August 15, 2014, to start service at [redacted] for Mr. [redacted] on August 2, 2014. Mr. Vrain had service in Colorado previously at [redacted] and at [redacted]. Mr. [redacted] had failed to pay the final bill for $49.75 at [redacted]. He also had failed to pay the final bill for $147.99 for [redacted]. Both of these amounts were added to his first bill for the account at [redacted]. We are not allowed to transfer money from one jurisdiction to another, thus the unpaid charges from North Dakota remained with the collection agency. On August 7, 2015, the debt for the North Dakota account was again recalled and assigned to new collection agency.
I was able to speak with Mr. [redacted] on August 19, 2015 and we discussed the accounts. I advised that if he was willing to pay the balance at [redacted] that I would recall the account from the collection agency. Mr. [redacted] admitted that the charges were his responsibility, but was upset that Xcel Energy didn't contact him before they sent the account to a collection agency. I did apologize and tried to ask how we could help. Mr. [redacted] was very upset and stated that he was going to file a Public Utility Commission complaint is both states and was going to go to the media to tell his story. The last thing he told me was not to call him again. Our offer to recall the account from the agency stands if he is willing to pay the balance in full. I also explained that he could work with the collection agency and pay the balance with them. The collection agency that currently has the account is CBCS and they can be reached at X-XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response from xcel verifies my complaint. The amount of money that I owe was never in dispute. My complaint is that despite having all of my contact information and as I continued to pay off the remaining balance from addresses in which I had service years prior; xcel continued to place my debt with various collection agencies instead of contacting me while I was current in regards to remittance. The explanation that I was given was that I had different account numbers in different states. This shouldn't be an issue considering you have to provide a social security number in order to get service. The representative most certainly did NOT apologize, that is what I wanted from them in the first place a written formal apology. He actually said, "we won't do that". The man was dismissive, patronizing, and generally unpleasant to deal with. The purpose of my contacting the Revdex.com is simply to inform the general public of the continuing shady and underhanded business dealings that xcel practices. When confronted with this behavior they hide behind company policy and the letter of the law. As if that somehow relieves them of civic responsibility and general common courtesy for another human being. This is very common when trying to make amends and pay a past due bill with them; they become rude, holy than thou, and smug agents that represent the very bottom morally abject denizens of society. I have news for xcel, things happen in peoples lives and sometimes they get behind. This shouldn't come into play when someone is attempting to put things right. I don't have a single creditor that behaves in this flippant manner. Which in my humble opinion goes to the culture that xcel energy promotes. To be clear I did tell the rep to not contact me again, but that was aimed at him personally due to his disrespectful tone and attitude. Also, I absolutely told him I would file complaints with the PUC in both states in addition to contacting the media(should they want to listen). This is the first step in doing so.
Thank you for your patience while carefully reviewed your concern. I hope you find the following information helpful. As a regulated utility, Xcel Energy must follow the rules approved by the Minnesota Public Utilities Commission. Customers are responsible for energy consumption...
through the date we are notified of their move. I have attached MN tariffs 1.1 Application for Service (Gas and Electric) for your review, which 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. Xcel Energy does not backdate start and stop service requests for customers. Exceptions to this policy are made in instances such as; company error, vacant premise billing, customer finaled in error, etc. In addition, customers can still provide acceptable proof to demonstrate that they were never a customer at an address to correct billing. I searched our call log history and found no record of a stop service request for the 10th Avenue address made from your primary phone number prior to November 18, 2016. Additionally, I requested the October 5 online start service request for [redacted] (where you are listed as a spouse) to ensure we did not overlook an online stop request. Xcel Energy did not receive an online stop request for the 10th Avenue address. Your final bill of $70.49 is for service at [redacted] Saulk Rapids MN 56379 from 10/27/2016 – 11/18/2016. Your account was properly billed through the date we received your stop service request. No billing adjustments will be made. I have extended the hold initially placed March 10 to April 15 to allow time for payment or payment arrangements to be set with customer service ###-###-####. Xcel Energy will not intervene in landlord/tenant disputes should you choose to pursue payment by (your landlord may pay your bill) or reimbursement from your landlord for this debt. Thank you for bringing your concern to our attention. I apologize for any inconvenience this matter has caused.
Initial Business Response /* (1000, 7, 2015/08/11) */
Company records show that a notice of discontinuance for the past due amount of $336.96 was mailed to Ms. [redacted]'s service address on July 24, 2015, with a due date of July 31, 2015. Service was subsequently disconnected on August 4, 2015,...
for nonpayment. Later that day we received a commitment of $500.00 in energy assistance from the Salvation Army and an order was issued to restore service at 1:12 p.m. Service was restored on August 5, 2015, at 5:02 p.m. Ms. [redacted]'s regular monthly bill was issued on July 29, 2015, and that bill had a due date of August 25, 2015. So she mistook her regular monthly due date for a notice of discontinuance due date. We apologize for the inconvenience, but Ms. [redacted]'s service was disconnected in accordance with approved tariffs on file with the Minnesota Public Utilities Commission. Therefore, there will be no monetary compensation.
Initial Consumer Rebuttal /* (2000, 9, 2015/08/21) */
I received a response from our Vegetation Management department regarding your concern filed with the Revdex.com. They confirmed that in March you requested a safety zone for the trees on your property and provided the attached/signed work permit. The permit states that all brush and debris will be...
left on site. Therefore, Xcel Energy will not be returning to clean up or remove the brush.The permit also identifies that a truck will be driven in the yard. After you (or your contractor) have removed the brush and debris, you may contact customer service at ###-###-#### and request to file a Vegetation Management Customer Complaint to address your concerns with any ruts left by their trucks in your yard. Once this is filed, Asplundh will follow up with you directly. Thank you for bringing your concern to our attention. I hope you find this information helpful and I apologize for any inconvenience this may have caused.
Initial Business Response /* (1000, 5, 2015/09/25) */
I researched the neighborhood concern and found 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 have provided the concerns about the street near this address for our contractor Q3 to review and address. Regarding the storm drain and sewer grates, we will have an inspector check this out.
Your concern directed to the Revdex.com (Revdex.com) was forwarded to my attention for investigation and response. All residential customers starting service with Xcel Energy by phone are transferred to ConnectSmart. They help movers and new customers select and order home services, such...
as:• Local telephone and long distance• Cable and satellite TV• Internet access• Home securityConnectSmart is run by AllConnect, an Atlanta-based company that currently serves close to 30 of the top 60 US electric utilities. You can find additional information at www.allconnect.com. The data we send to AllConnect is not sold or shared beyond the service providers with whom the customer places an order and is used for only two purposes:• Confirm the start service request. If AllConnect identifies any errors, your request is returned to Xcel Energy to correct.• Allow customers to place orders for other home services.I forwarded your concern to AllConnect to ensure that the proper process was followed. I apologize if this information was not clearly communicated to you previously or for any inconvenience this has caused. If you have further questions or concerns please call ###-###-####.
Payment arrangements must cover the monthly charges and work toward paying the arrears in a reasonable timeframe. Without a formal payment arrangement service may be disconnected. Notice of pending disconnection is given by mail and an attempt is made to contact by phone prior to...
disconnection of service. If services are disconnected payment of arrears over 60 days past due is requested. Additional consideration may be given to extenuating circumstances of the household. Customers may also apply for energy assistance. I attempted to reach the customer on June 13, 2017 leaving my contact information. To date there has not been a response.
I spoke with [redacted] on 8/29 and advised that we were waiving the tamper charge due to the discrepancy on the locking date (cust states she wasn't locked on 7/25, first lock was 8/12), customer was satisfied. I asked if she needed a pay arrangement, customer declined stating she will just pay what she can each month. Customer understands without a pay arrangement, disc notices will continue to be sent.
I contacted the customer to discuss his concerns with the Revdex.com. Company records show a disconnection notice was mailed on May 19, 2017 for $848.42. Different payment plan options were discussed. On May 26, 2017, the customer was set on an 11 month Fixed plus Current payment plan...
with $200 down payment. His monthly installments will be $73 plus his current charges. His current balance is $1012.15. There is nothing further pending at this time. Thank you
Initial Business Response /* (1000, 6, 2016/03/15) */
Customers must contact our customer service department for reconnection at (XXX) XXX-XXXX; we need access instructions and authorization to reconnect if the customer will not be home. Per company policy based on available resources, every effort...
is made to turn on the service by the next business day after receiving payment, but this will not always happen, for example, when there are emergencies, outages or lack of access. We are unable to provide a precise time of reconnection since travel time varies and due to the possibility of a need to redirect our crews to emergency situations.
Due to lack of access to the building, we were unable to restore service on March 11 but it was restored on the following business day March 14.
Initial Business Response /* (1000, 5, 2015/09/25) */
I researched the neighborhood concern and found 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 have provided the concerns about the street near this address for our contractor Q3 to review and address. Regarding the storm drain and sewer grates, we will have an inspector check this out.
Initial Business Response /* (1000, 5, 2015/08/19) */
Mr. [redacted] had service at [redacted] from January 4, 2013 until June 1, 2013. He called to end service on June 1, 2013. His final bill was mailed on June 3, 2013, in the amount of $259.67 and went...
unpaid. The account was sent to a collection agency on August 30, 2013, who attempted to collect the debt. When they failed to collect the payment the account was recalled on October 31, 2014 and then reassigned to a different collection agency.
We received a fax on August 15, 2014, to start service at [redacted] for Mr. [redacted] on August 2, 2014. Mr. Vrain had service in Colorado previously at [redacted] and at [redacted]. Mr. [redacted] had failed to pay the final bill for $49.75 at [redacted]. He also had failed to pay the final bill for $147.99 for [redacted]. Both of these amounts were added to his first bill for the account at [redacted]. We are not allowed to transfer money from one jurisdiction to another, thus the unpaid charges from North Dakota remained with the collection agency. On August 7, 2015, the debt for the North Dakota account was again recalled and assigned to new collection agency.
I was able to speak with Mr. [redacted] on August 19, 2015 and we discussed the accounts. I advised that if he was willing to pay the balance at [redacted] that I would recall the account from the collection agency. Mr. [redacted] admitted that the charges were his responsibility, but was upset that Xcel Energy didn't contact him before they sent the account to a collection agency. I did apologize and tried to ask how we could help. Mr. [redacted] was very upset and stated that he was going to file a Public Utility Commission complaint is both states and was going to go to the media to tell his story. The last thing he told me was not to call him again. Our offer to recall the account from the agency stands if he is willing to pay the balance in full. I also explained that he could work with the collection agency and pay the balance with them. The collection agency that currently has the account is CBCS and they can be reached at X-XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response from xcel verifies my complaint. The amount of money that I owe was never in dispute. My complaint is that despite having all of my contact information and as I continued to pay off the remaining balance from addresses in which I had service years prior; xcel continued to place my debt with various collection agencies instead of contacting me while I was current in regards to remittance. The explanation that I was given was that I had different account numbers in different states. This shouldn't be an issue considering you have to provide a social security number in order to get service. The representative most certainly did NOT apologize, that is what I wanted from them in the first place a written formal apology. He actually said, "we won't do that". The man was dismissive, patronizing, and generally unpleasant to deal with. The purpose of my contacting the Revdex.com is simply to inform the general public of the continuing shady and underhanded business dealings that xcel practices. When confronted with this behavior they hide behind company policy and the letter of the law. As if that somehow relieves them of civic responsibility and general common courtesy for another human being. This is very common when trying to make amends and pay a past due bill with them; they become rude, holy than thou, and smug agents that represent the very bottom morally abject denizens of society. I have news for xcel, things happen in peoples lives and sometimes they get behind. This shouldn't come into play when someone is attempting to put things right. I don't have a single creditor that behaves in this flippant manner. Which in my humble opinion goes to the culture that xcel energy promotes. To be clear I did tell the rep to not contact me again, but that was aimed at him personally due to his disrespectful tone and attitude. Also, I absolutely told him I would file complaints with the PUC in both states in addition to contacting the media(should they want to listen). This is the first step in doing so.
Thank you for your patience while carefully reviewed your concern. I hope you find the following information helpful. As a regulated utility, Xcel Energy must follow the rules approved by the Minnesota Public Utilities Commission. Customers are responsible for energy consumption...
through the date we are notified of their move. I have attached MN tariffs 1.1 Application for Service (Gas and Electric) for your review, which 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. Xcel Energy does not backdate start and stop service requests for customers. Exceptions to this policy are made in instances such as; company error, vacant premise billing, customer finaled in error, etc. In addition, customers can still provide acceptable proof to demonstrate that they were never a customer at an address to correct billing. I searched our call log history and found no record of a stop service request for the 10th Avenue address made from your primary phone number prior to November 18, 2016. Additionally, I requested the October 5 online start service request for [redacted] (where you are listed as a spouse) to ensure we did not overlook an online stop request. Xcel Energy did not receive an online stop request for the 10th Avenue address. Your final bill of $70.49 is for service at [redacted] Saulk Rapids MN 56379 from 10/27/2016 – 11/18/2016. Your account was properly billed through the date we received your stop service request. No billing adjustments will be made. I have extended the hold initially placed March 10 to April 15 to allow time for payment or payment arrangements to be set with customer service ###-###-####. Xcel Energy will not intervene in landlord/tenant disputes should you choose to pursue payment by (your landlord may pay your bill) or reimbursement from your landlord for this debt. Thank you for bringing your concern to our attention. I apologize for any inconvenience this matter has caused.
Initial Business Response /* (1000, 7, 2015/08/11) */
Company records show that a notice of discontinuance for the past due amount of $336.96 was mailed to Ms. [redacted]'s service address on July 24, 2015, with a due date of July 31, 2015. Service was subsequently disconnected on August 4, 2015,...
for nonpayment. Later that day we received a commitment of $500.00 in energy assistance from the Salvation Army and an order was issued to restore service at 1:12 p.m. Service was restored on August 5, 2015, at 5:02 p.m. Ms. [redacted]'s regular monthly bill was issued on July 29, 2015, and that bill had a due date of August 25, 2015. So she mistook her regular monthly due date for a notice of discontinuance due date. We apologize for the inconvenience, but Ms. [redacted]'s service was disconnected in accordance with approved tariffs on file with the Minnesota Public Utilities Commission. Therefore, there will be no monetary compensation.
Initial Consumer Rebuttal /* (2000, 9, 2015/08/21) */
I received a response from our Vegetation Management department regarding your concern filed with the Revdex.com. They confirmed that in March you requested a safety zone for the trees on your property and provided the attached/signed work permit. The permit states that all brush and debris will be...
left on site. Therefore, Xcel Energy will not be returning to clean up or remove the brush.The permit also identifies that a truck will be driven in the yard. After you (or your contractor) have removed the brush and debris, you may contact customer service at ###-###-#### and request to file a Vegetation Management Customer Complaint to address your concerns with any ruts left by their trucks in your yard. Once this is filed, Asplundh will follow up with you directly. Thank you for bringing your concern to our attention. I hope you find this information helpful and I apologize for any inconvenience this may have caused.
Initial Business Response /* (1000, 5, 2015/09/25) */
I researched the neighborhood concern and found 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 have provided the concerns about the street near this address for our contractor Q3 to review and address. Regarding the storm drain and sewer grates, we will have an inspector check this out.