Xcel Energy

Xcel energy provided electricity to my restaurant in Minnesota. Two months after the business closed, the electrical bill remained the same despite absence of operation and equipment. On top of that Xcel energy charged a random number of kilo watts - in my case 22 KW at the rate of $10.85 per KW; thus, adding $250 per month to my bill. Xcel energy called that "peak winter". When I called customer service to complaint a manager said "we didn't know the business was closed"! Xcel energy bills cunsomer 2-month late in order to avoid verification of meter reading, and to promolgate fraudulent billing

Cannot set up, update or change Auto Pay without calling Customer Service. However, calling the Customer Service to resolve results in ridiculous wait times (I have been waiting for 37 minutes so far!). It is unbelievable that you have to wait for nearly 45 minutes or more just to pay Excel Energy!

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 paynow they tell you at some point in a junk do not reply email after you are enrolledI'm also glad to hear this has brought to light that xcel employees did not follow the policy to dismiss the chargeHowever 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!!!

Company records show that Mr [redacted] started service at this address on January 31, 2015, and he has electric service onlyAs the meter reading history below shows, Mr***’s electric usage increases significantly during the winter months, especially in January with usage of kWh in and kWh in 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***’s request and the meter tested well within accuracy standards at percent at full load and percent at light load This confirms that Mr***’s meter is operating properly and we are billing him for the correct usage registered on his meterSubsequently, there is no adjustment to the billing to be made

The brush at [redacted] was not caused by Xcel Energy, therefore, we will not be removing the brush It was too much to fit on our truckThe brush may have been caused by the phone or cable company At [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] and left a message concerning the Company’s findingsThere is nothing further pending at this timeThank you

Called customer 8/16/16, left vm message to return my call, no response Sent follletterCust upset w/recent disc of the service, didn't feel she should have to pay the $reconnection chg since she was w/o service the entire wkndCust also is requesting compensation for lost food/sufferingSent letter on cust on 8/advising records indicate service was initially disc on July 25, for $172.90; however, usage continued and services were relocked on Aug Cust called on Aug 12, made a check by phone payment for $and a reconnection order was sentReview of the recorded call from Friday, Aug confirms cust was properly advised that reconnections are done between 7:to PM, with reconnections occurring by the end of the next business dayThere was no guarantee of same day reconnection and service was reconnected Monday, Aug Based on the tariff which is approved by the Minnesota Public Utility Commission, Xcel Energy is allowed and in compliance by charging $for reconnecting of the electric service that was originally disconnected for non-paymentIn addition, a $relock charge will also be assessed due to tamperingAdvised both charges will be reflected on cust nxt bill statementXcel Energy does not compensate for lost food or suffering due to the disc of serviceI extended an apology and said to call w/questions or if a pay arrangement is needed on the current balance of $ See attached letter and copy of the tariff

Xcel Energy records show service was established in the customer’s name on July 20, The electric account was estimated the subsequent months on Aug10, and Sept9, After two consecutive months of estimated consumption is billed, a system generated order is issued to investigate the cause for the estimatesCompany records show that meter readings are obtained via signals transmitted from an automated meter reading device (ERT) attached to the meter The ERT is the radio based modules that fit electric and gas meters The ERT device also encodes consumption from the meter and communicates the data via radioA specially equipped vehicle drives by and picks up the transmissions once a monthThis system allows Xcel Energy to automatically read customers’ metersFurther review revealed when the meter was exchanged on Sept23, 2015, it was found that the ERT device had failed to transmit the monthly meter readings, which resulted in the estimated billsThe meter, however, continued to function and register consumptionThe electric account was then adjusted based on readings from the meter; a letter was mailed to the customer explaining the adjustment When the customer contacted our office on Sept29, to discuss the adjusted bill, it was explained that the account reflected estimated bills since she moved in, and we obtained an actual read from the meter when we replaced itThe customer was offered a payment plan and declined at that timeOn Oct26, 2015, the customer entered into a payment plan that was cancelled on Dec30, because the full arrangement amount was not receivedThe customer was informed on Dec31, that the arrangement plan had cancelled because the exact (arrangement) amount was not paidFull arrangement amounts must post by the due date of each bill to avoid cancellation of the payment planThis means the arrangement amount cannot be a penny short or a day late in order to remain on the payment plan The customer entered into a new payment plan on Jan16, with the first installment amount due by Jan28, The customer’s payment posted today, Jan26, 2016, and we appreciate that payment Again, the electric meter was functioning properly and the adjustment was based on readings from the meterThe ERT device attached to the meter failed to transmit monthly readingsThe customer was informed the months of estimated bills were low, and we adjusted the electric account to reflect actual usage over the estimated periods from July 20, to Sept9, 2015, based on readings from the meter It is the Company’s belief that the billing is accurate, and no further adjustments will be forthcoming

Initial Business Response / [redacted] (1000, 6, 2015/12/01) */ In June of 2014, Mr [redacted] and his installing contractor, GLH Mechanical, submitted a Evaporative Cooling Rebate application requesting a $Premium System RebateThe requirements to receive a Premium System rebate are: The evaporative cooling system must have a remote thermostat - it does, according to the rebate application The system must have a periodic (water) purge control - Mr [redacted] indicated in an April, 2015, letter that it does The system must have 85% media saturation or above - the model he chose, MasterCool ADA51, has less than 85% media saturationEither Mr [redacted] or his contractor indicated 90% on the application"Media" in this context are the pads inside the evaporative cooler that absorb cold water and reduce the air temperature as it passes [redacted] the media Mr [redacted] met out of requirements to receive the higher rebateInitially we paid the lower, $Standard System Rebate, which does not have the same requirements as the $Premium System RebateUpon further review, we will make a one-time exception and pay the $rebate because the customer (and contractor) made sufficient efforts to comply with the rules of the Program and could reasonably expect to receive the higher rebateWe will use this exception as a training opportunity and reinforce with trade partner GLH Mechanical the media saturation efficiency requirement

Complaint: [redacted] I am rejecting this response because: Just because Excel closes the case with the Revdex.com, doesn’t make them any less of a crookI requested for service to be shut off November 1st of and stand behind that, it is NOT my fault they continued service for over a year without payment, because I WAS NOT LIVING THEREMaybe train your employees a little better to turn service off when requested and especially with the way they treat the customers!!!! Sincerely, [redacted]

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/for your electric service at [redacted] *** The attached email response dated 1/23/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 systemOnce 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 $ I have placed a hold on your account until 6/30/to allow time for you to forward the original stop request for billing correction Thank you for bringing your concern to our attention Regards,

I am rejecting this response because: Xcel Energy give information is not true is no one ever said the about the bill because Xcel Energy provide 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 bill so they it for them selfthis been going on about years, Xcel Energy send me to three deferent collection agency for $the agency reject Xcel Energy bill because I respond to the 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 bill, Xcel trying to rip me off the bill never HAPPENNO SERVICES Xcel Energy need to refund me back for all the time they been charge me with billI am demanded it

Company records show a start service was requested by a third party on June 16, effective June 22, That same day a third party notification letter was mailed to the customer at his current premise to advise him that the service was placed in his name On June 30, 2015, a stop service was completed on this account at his current premise due to Mr [redacted] requesting a new start service A final notice was mailed to his current address on August 8, for charges billed from June 22, to June 30, for $ Payment was never received and the debt was referred to the collection agency on September 25, The debt was recalled in error on November 13, by the customer’s request The debt will be transferred to his current account.On June 30, 2015, the customer called to request a start service at his current address He was advised that the account was in his name already only his name was spelled different Instead of combining the accounts the agent started service again using his account number from his previous address which resulted in the customer having two accounts in his name at the same address Our agent also advised the customer that his previous premise had a stop service due to a new tenant requesting service The stop service was effective June 30, leaving a final balance of $which was paid on August 4, 2015.When I spoke to the customer I attempted to explain to the customer that he was billed at her current premise starting June 22, when we received the request to start service His previous premise was billed until June 30, when we received the stop service request He was advised that he is responsible for the account until he requests to stop service These are valid charges owed by the customer Therefore, we will continue to hold him responsible We apologize for any confusion this matter may have caused.There is nothing further pending at this time.Thank youTell us why here

Unfortunately I don't have record as it was over the phone

A letter was mailed to the service address April 14, due to no billable party since August 31, Service was scheduled to be disconnected September 13, after no response to our attempts to establish an accountUpon arrival, we were provided information for billing, Service was started per review of records showing ownership began November As a regulated utility, Xcel Energy follows rules approved by the MNPUC MN Tariff Application for Service, which states: A party desiring electric service must make application to the Company before commencing the use of the Company's serviceThe Company reserves the right to require a signed application or written contract for service to be furnishedAll applications and contracts for service must be made in the legal name of the party desiring the serviceThe 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 accountReceipt 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 usageAdvised 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 ownershipOffered payment arrangements, Ms [redacted] declined Nothing further is pending at this time

I contacted the customer to discuss his concerns with the Revdex.com He stated the pole had been installed on March 16, I confirmed with him that his concerns had been resolved and no further action was requiredThank you

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 completedThat is a large step that held up our order for nearly a month and could have EASILY been avoidedThanks, [redacted] ###-###-####

Our vegetation department contacted the customer and discussed our process and procedures During the course of business, all brush and debris will be left on site for tree owner disposal However, a business decision was made to remove the debris.There is nothing further pending at this time.Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory

Our designer spoke with Mr [redacted] on site and explained that because of the type of wire and the size of the trees around the wire Xcel Energy will not consider it necessary to do any trimming around the secondary lines Additionally, there is no truck access to the area in question and the trees in the area are not large enough for tree workers to climb

Email to Customer Sent 2/5/Good Afternoon Ms [redacted] Your inquiry directed to the Revdex.com (Revdex.com) was forwarded to my attention for investigation and response I have carefully reviewed your Xcel Energy account and address and hope you find the following information helpful Electric service started in your name 10/1/at your current address after Xcel Energy received a signed, faxed request from Creek Point Apartments In MN, Xcel Energy does not disconnect service to residential heat-affected customers between October and April I have confirmed with your landlord that your property is not heat affected Xcel Energy accounts follow the customer of record, as opposed to the service address Your current balance is $558.66, of which $is past due Of this balance, $originated from your previous address on Glenridge The last payment that posted to your account was in September There is no record of returned mail for your account Records show Xcel Energy has sent monthly bill statements and disconnection notices to your current address and is in compliance with the rules approved by the Minnesota Public Utilities Commission Yesterday, Xcel Energy received a guarantee of funds from energy assistance ($in primary assistance and $in crisis funding), totaling $ These funds have not yet posted to your account However, a reconnection order was issued yesterday Service reconnections are completed the following business day I have confirmed with dispatch that your electric service will be reconnected today Based upon the last months, the average cost for electric service at your current address is $ Your monthly due date is around the 4th of each month Xcel Energy does not compensate customers when service is disconnected and charges customers based upon their electric consumption While service is disconnected there is no electric consumption for Xcel Energy to bill I hope you find this information helpful and I apologize for any inconvenience this may have caused Please contact customer service at [redacted] if any follow up is needed Sincerely, [redacted] Xcel Energy | Responsible By Nature Customer Advocate Analyst *** [redacted] [redacted] [redacted] ________________________________________________ XCELENERGY.COM Please consider the environment before printing this email NONPUBLIC DOCUMENT - CONTAINS TRADE SECRET DATA/PRIVATE DATA ON INDIVIDUALS