Xcel Energy

Good Afternoon Ms. [redacted], I understand that [redacted], [redacted] has been in contact with you and that a restoration crew is addressing the fence and sod.  Once the restoration has been completed [redacted] with [redacted] will contact you about your requested compensation for work completed...

by your husband and for the tree. I apologize for the delay in restoration and for any other inconvenience you may have experienced. Regards,Customer Advocate Analyst

Final Consumer Response /* (2000, 9, 2015/07/29) */
Update, July 28, 2015. After the Revdex.com contacted Xcel, they wrote us a letter which we received today. They have taken us off the account and we no longer "owe" them.
Other than the fact that the letter to us says that they had resolved the...

issue back in May (we were getting calls into July which were more and more insane), my complaint has resolved.
Thank you Revdex.com for your assistance with this!
[redacted] & [redacted]

The equipment purchase and installation requirements needed to qualify for a Premium $700 rebate in the Colorado Evaporative Cooling program includes 85 percent media saturation or above, Period Purge Water, and Remote Thermostat Control.   Records show that Mr. [redacted] did purchase the Period...

Purge Water and Remote Thermostat Control, but the unit he purchased was a Champion/Mastercool 4001SD. This unit is listed under Standard Equipment on the Colorado Evaporative Cooling Program document attached.  The media saturation of this model is 72 percent, which is below the 85 percent required for the Premium $700 rebate.  This is why the unit is listed under Standard Equipment and is the reason why Mr. [redacted] was given a $300 rebate instead of the Premium $700 rebate.

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.  The work was performed on 5/31/16, and the landscaping was restored completely to our satisfaction.  
Sincerely,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because: The message is vague and the business has also stated one thing on the phone when I contact them as well. They do not state what is meant by a hold on the account and when I talk with the business they also change their mind on the phone as well that theyhave to review a phone call. 
Sincerely,
[redacted]

I contacted the customer to discuss his concerns with the Revdex.com.  He stated the pole had been installed on March 16, 2016.  I confirmed with him that his concerns had been resolved and no further action was required. Thank you

[redacted] contacted the CO Revdex.com with concerns regarding recent payment activities with her utility account. Ms. [redacted] reports an unauthorized payment attempt from her bank account. Ms. [redacted] states she removed her bank account information from her online account management portal. Ms. [redacted] then...

states a payment attempt occurred from the removed account. I have reviewed Ms. [redacted]’s utility account and find inconsistencies with her statement. First, I can confirm that the utility account is not nor has not been set up for automatic payments. Previous payments from the online portal have been manually requested by the customer. Second, I show no record of the bank account in question being removed. The bank account is still on file as of today. What we do find is, on April 15, 2016 at 10:13 am MDT, the online account was accessed by someone using the correct username and password. A payment of $65.84 was scheduled to process on April 18, 2016 from a bank account nicknamed “[redacted]s Bank”. On April 18, 2016, the payment properly wired to Ms. [redacted]’s bank. We send the payment to the bank once. In this case, April 18, 2016. If sufficient funds are unavailable, the payment request remains with the bank. The bank may make additional attempts to process the payment. We have no further activity until we receive the appropriate funds or are notified that the payment is rejected for non-sufficient funds. In this case, the bank notified us of the NSF situation on May 5, 2016. I attempted to speak with [redacted] on May 10, 2016, in the hopes of explaining the situation. Ms. [redacted] was not willing to discuss the details of her recent payment activities. We decided to end the call. Tell us why here...

Customer requests for compensation are handled through our claims department. We have sent applications and I have advised of this by phone on December 1, 2017. A reconnection fee will not apply since the requested timeframe was not met.

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.
Sincerely,
[redacted]

Good Morning Ms. [redacted],Typically, when service is disconnected, customer accounts are finaled (stopped) 30 days from the date service was locked.  So, your account should have finaled in our system on December 16, 2016.  This process did not occur in your case due to a small amount of...

consumption registering on the meter. In response to your concerns, our billing department has reversed the charges and late fees assessed to your account from November 28, 2016 forward.  These corrections have resulted in a decrease in your account balance as shown below. Your remaining account balance is $155.97.  You may contact customer service at 1-800-895-4999 to make payment or payment arrangements on your account, if needed.I hope you find this information helpful and I apologize for any inconvenience this may have caused.Sincerely

I spoke with Mr. [redacted] on March 7 and agreed to place a two-week hold on the account. We discussed the prior conversation with our customer service department; I advised that I would review but personnel matters are handled internally.   Mr. [redacted] was satisfied with the solution. Nothing...

further is pending at this time.

Initial Business Response /* (1000, 7, 2015/12/17) */
I contacted the customer to discuss her concerns with the Revdex.com. She stated her service was restored on December 12, 2015 and no longer required assistance. She stated that she had contacted the Revdex.com to inform them that her...

concerns were resolved. She declined any response and thanked me for contacting her.
Initial Consumer Rebuttal /* (2000, 9, 2015/12/17) */
Issue has been resolved. Electric service was restored 12/12/2015.

Company records show that the customer resided at [redacted] Denver, CO from August 24, 2013 to October 13, 2015.  In her inquiry, she stated she moved out on August 15, 2015.   Our records don’t show a request to discontinue service prior to that date.  The...

account closed when a new tenant requested service on October 13, 2015.  A final bill for $118.36 was sent on October 20, 2015.  As a regulated utility Xcel Energy must treat all of its customer’s consistent with state law and Public Utility Commission rules. Company policies are created in adherence to the rules and statutes of the state. In accordance to these rules, Xcel Energy policy is not to backdate start and stop service requests for customers. Customers are responsible for energy consumption through the date we are notified of their move. I have attached Rate Schedule R23 for your review, which is approved by the Colorado Public Utility Commission that states:Where notice to discontinue service is not provided by the customer, the customer will be liable for payment of service until such time the Company is made aware of the discontinuance and can render a final reading of the meter.Because we do not have record of the customer’s request to discontinue service, we will continue to hold her responsible for the disputed charges.  She may wish to pursue reimbursement from her landlord for these charges.  However, Xcel Energy cannot intervene in landlord tenant issues such as this. No payment was received resulting in this debt being referred to the collection agency on January 29, 2016.  The customer may contact Diversified Adjustment Service  at ###-###-#### regarding payment of this debt.

(The consumer indicated he/she DID NOT accept the response from the business.)
We don't owe it, we did not rack up a $410 bill in the course of 3 months for a small apartment, and we DID have the debt removed with the collection agency that it was with (BC Services), through the Revdex.com, because it was wrong/fraudulent, Complaint ID#: [redacted], filed in October 2015, and it WAS REMOVED, in fact I will attach a copy of the complaint we made through the Revdex.com and the company's response. (Download Complaint Form.cf (2).rtf)

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 crook. I requested for service to be shut off November 1st of 2014 and stand behind that, it is NOT my fault they continued service for over a year without payment, because I WAS NOT LIVING THERE. Maybe train your employees a little better to turn service off when requested and especially with the way they treat the customers!!!! 
Sincerely,
[redacted]

Xcel Energy has reviewed [redacted] Concern.  Our records show that [redacted] initiated service at [redacted] on April 30, 2016.  A deposit of $188 and the first bill for $71.18 totaled $259.18 and was sent on May 31, 2016.  There was no payment.  Subsequently on June 27, 216 Xcel energy skip tracing found an unpaid previous bill of $353.75.  This unpaid bil was transferred to [redacted] account, resulting in an account balance of $612.93.  Records show that [redacted] made a payment of $612.93 on June 28, 2016. The payment was return due to the the account not existing with the account information [redacted] provided.  A new bill was processed on June 29, 2016 for $722.46 ($612.93 returned payment plus $109.53 current bill).         Another on line payment was made for $722.46.  Additonally, [redacted] also made a phone payment of $722.46, resulting in a credit balance of $722.46.  Both of those accounts were return with reverse reason no account.  This resulted in the account balance to be $722.46 again.  Xcel Energy Texas customers cannot use credit cards per information below:  There is a State Statute (Section 339.001 (a) of the Texas Finance Code that states a utility company cannot offer credit card payments unless the utility pays the fee. In other words a utility customer cannot pay more than the stated utility charges. Since BillMatrix Financial Services Inc. charges a convenience fee of $3.45, we cannot offer this option to our customers in Texas per the above Statute.Xcel Energy protects customer information per below:"We maintain administrative, technical and physical safeguards designed to protect the privacy and security of the information we maintain about you. Please note that no electronic transmission of information can be entirely secure. We cannot guarantee that thesecurity measures we have in place to safeguard information will never fail, or that those measures will always be suf"cient or effective. To help protect yourself, we recommend that you protect the con"dentiality of any user name or ID and password you use to access any online services, including those provided by Xcel Energy. You are responsible for all activity on the website accessed using your user name or ID and password. You should also sign off your accounts and close your browser window when you have "nished your visit to our websites. We will never ask for your Xcel Energy My Account site password via e-mail or phone. Our website includes tips about steps you can take to help Protect Your Information, including identifying potential scams and securing information you may access online about your Xcel Energy account."If a scammer obtained information about [redacted] it was not from Xcel Energy.There have been several attempt to change the name on [redacted] account.  Without proof that [redacted] no longer resides at [redacted], Xcel Energy will not transfer service.  Xcel Energy has not violated any Rules or Tariffs regarding [redacted] account.  We will not pay $259.18 as Xcel Energy information regarding [redacted] was NOT obtained from Xcel Energy.[redacted] can contact Xcel Energy to discuss her account and once a payment is credited that is not returned we will issue a turn on or if [redacted] pays cash.

Initial Business Response /* (1000, 5, 2015/07/24) */
Our automated phone prompts advised to pay the past due amount to avoid further credit action and that it can take up to three business days for a payment made by credit card or at a paystation to post. We first spoke with [redacted] after...

service was disconnected July 13, according to the conversation the payment was made with a credit card Sunday Night July 12. We did not have notice of the payment when a disconnection was scheduled on July 13.
As a regulated utility, Xcel Energy must follow the rules approved by the [redacted] subsection 2.2 of the [redacted] states, "In the event of disconnection, either voluntary or involuntary because of a rule infraction, when metered service is resumed at the same premises by the same customer a charge of $16.50 will be made."
I have spoken to our customer July 22 and advised since we were not made aware of the payment prior to disconnection we did not have the ability to prevent disconnection and we will not remove the reconnection fee since it is needed to cover the costs of reconnection.
Initial Consumer Rebuttal /* (4200, 8, 2015/07/27) */
Complaint says that I filed a response, which I did not, and there is no place in the complaint for me to do so. My response is that this is completely unacceptable.
Final Consumer Response /* (4200, 17, 2015/10/09) */
UNRESOLVED AND UNACCEPTABLE.
Final Business Response /* (4000, 19, 2015/10/12) */
Xcel Energy was not made aware of the payment made through a third party credit card service until after disconnection had occurred. The reconnection fee covers the cost of returning to the premises and restoring service. This fee is properly applied and will not be waived.

Based on the information provided in this complaint the effective application date is November 30, 2016. Disconnection occurred due to lack of a completed prior application. A reconnection order was in place effective the first call on November 30 and Ms. [redacted] was advised it may not be restored...

until December 1, consistent with company policy and state specific Administrative Rules.   During a second call on November 30, the representative did not locate the reconnection order but it was in place as was identified when Ms. [redacted] was transferred to speak with a third representative. We appreciate this being brought to our attention and coaching will be provided to help prevent confusion in the future.   Restoration of service can only be done through a site visit. The timeframe to complete can vary but will be completed within 24 hours excluding extenuating circumstances that prevent us from accessing the meter or a hazardous condition exists.   According to the noted date of this complaints summation 11/30/2016, 24 hours had not yet elapsed. The service was restored the evening of November 30, and this complaint was received by our office on December 1.   The disconnection of service and reconnection timeframe was consistent with applicable rules and regulations; we will not provide any compensation or adjustment of billing.   Nothing further is pending at this time.

Cynthia [redacted] contacted the Revdex.com regarding an outdoor security light at her residence. Ms. [redacted] reports the light was out for two months. Ms. [redacted] filed an outage report for the light on March 17, 2016. Ms. [redacted] made follow-up inquiries in March, April and May. The light was repaired on May 16,...

2016. During Ms. [redacted]’ interactions with customer service, she was told there were access issues and our repairperson was not able to get into the gate to make repairs. This was not correct. Due to the location of the light, we were not able to access the light with our normal “bucket truck”. The repair required a lineman equipped with pole climbing equipment. This is somewhat of a specialty repair and takes longer to schedule. I contacted Ms. [redacted] on May 26, 2016. I apologized for the miscommunication regarding the access comments. Ms. [redacted] inquired into the availability of a refund for the two months. Our rules and regulations, on file with the state of Colorado specify, “No credit shall be allowed on customer’s monthly bill for lamp outages.”  I explained to Ms. [redacted] that we are not able to override our company rules in this situation.

I spoke with [redacted] regarding her account payment issues. I did try to explain the chain of events in a timeline manner.   There were a number of payments received by Xcel Energy that at one point created a credit balance on the account. The only payment transaction initiated by Xcel...

Energy was a $93.10 autopay payment made on Sept. 19, 2017. All other payments were received by Xcel Energy but were initiated by the customer.   I did advise that we have not received or charged [redacted] $30 at any time. This would have been charged by the bank. [redacted] should discuss a refund of these fees from her bank.  I am sorry [redacted] was frustrated by her customer service experience throughout this issue. I will monitor her prior interactions and suggest improvements as necessary.