Xcel Energy

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.   I spoke with Mr. [redacted] on November 25, 2016, advised as a regulated utility we must be consistent and follow policies established related to discontinuance of service, which requires notification to close the account. Advised we will not retroactively adjust his billing unless it was company error which Mr. [redacted] confirmed it was not.

I reviewed company records to find that we had not received the documents necessary to process a rebate, from Mr. [redacted] contractor.   On March 15, 2017 we received an e-mail from Erives Heating and Air stating that they are forwarding the required information to us. The email contained...

no attachments.   Our Rebate Processing Team reached out to the contractor and did secure the necessary documents. Once received, the rebate process was escalated and Mr. [redacted] rebate check was issued on March 16, 2017.   I contacted Mr. [redacted] on March 23, 2017 and confirmed the rebate check has been received.  There is nothing further pending at this time.

I briefly spoke with Mr. [redacted] today before he ended the call.  I tried to explain that [redacted], Resolution Agent with [redacted] advised me that they only gather a customer’s payment information and do not process payments.  Payment information is forwarded to...

each of the vendors that service is established with and that vendor processes the payment. Any reimbursement for possible duplicate charges would have to come directly from the vendor, in this case [redacted].  Mr. [redacted] advised me that in a previous conversation he had with Mr. [redacted], the customer actually told him he was only charged once.  I attempted to ask Mr. [redacted] if he was only charged once but by that time he had ended the call. In addition, Mr. [redacted] advised me that the $190 charge is a past due balance from his previous account with [redacted] for his acct when he lived in Florida. Mr. [redacted] was very polite when speaking to me but said we were just going around in circles, that this matter has created a hardship for him, that payment had been made and he has provided the necessary documentation before he ended the call. I was going to extend a sincere apology for any inconvenience this matter has caused but if he is owed a refund that would have to come directly from [redacted].

Email to Customer Sent 2/5/2014 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 10/1/2014 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 15 and April 15.  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
$521.74 is past due.  Of this balance, $375.79 originated from your
previous address on Glenridge.  The last payment that posted to your
account was in September 2014.  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 ($224 in primary assistance and $298 in crisis funding),
totaling $522.  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 12 months, the average cost for electric
service at your current address is $49.  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 1[redacted] if any follow up is needed. 
 
Sincerely,
 
 
 
[redacted] 
Xcel
Energy | Responsible By Nature
Customer Advocate Analyst
[redacted]
[redacted]  [redacted]
[redacted]
________________________________________________
XCELENERGY.COM
Please consider
the environment before printing this email
 
NONPUBLIC
DOCUMENT - CONTAINS TRADE SECRET DATA/PRIVATE DATA ON INDIVIDUALS

Revdex.com:This is unacceptable.You guys show proof that you have no record of me calling in to disconnect service since it's convenient for you all to tell me to provide proof. Every time I call Xcel the prompt says this call may be recorded for training purposes. With that being said I was given a quote of what my adjustment would possibly be if I could provide proof of calling Xcel to stop services. Your company is a rip off by defrauding money from customers for Y'all benefit! I'm more than sure if the shoe was on the other foot you would feel the same. As I previously stated your company made an error that's why you just proved it was a difference in the amount owed for those months. Own up to y'all mistakes because I'm owning up to mine.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

The Colorado HomeSmart program has reported potential delays for customers when calling the toll-free number ###-###-####. The delays are a result of high call volume and is currently being addressed.I spoke to the customer who informed me that she left a message yesterday and a HomeSmart...

representative contacted her today.  HomeSmart is scheduled to come out tomorrow to address her concerns.  We apologize for any inconvenience this matter may have caused.Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending 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.
Regards,
[redacted]

Xcel Energy records show on Sept. 10, 2010 a service request was placed by [redacted] to establish service in his name at [redacted], in Denver, Colorado, for Sept. 14, 2010 as the primary responsible party with [redacted] listed as the roommate.  Our records do not show...

the customer requested a stop service. Charges subsequently were billed from Sept. 14, 2010 to Jan. 4, 2011, resulting in an unpaid balance totaling $217.15. This debt was then referred to collection agencies for collection purposes.On Oct. 20, 2015, the customer emailed our Correspondence Department via Inquire disputing the $217.15 billed as their responsibility.   An investigation was conducted and determined that while the customer requested the start service order and did not place a stop order, they did not move into the property.  Thus, a decision was made to recall this debt from the collection agency and concede the charges, which occurred on Oct. 22, 2015.Xcel Energy honored this customer’s desired resolution by removing the disputed amount of $217.15 as their responsibility.  As a result, this debt was recalled from the collection agency who will remove any negative information if reported to the credit bureaus.

[redacted] contacted the CO Revdex.com after his electric service was disconnected for non-payment on August 13, 2015. Mr. [redacted] has a $1,069.80 account balance. $783.34 was requested for reconnection however, we agreed to issue a reconnection if Mr. [redacted] could come up with a $600 payment. We...

received numerous communications from Mr. [redacted] & Ms. [redacted] requesting a payment arrangement. We advised that once service is disconnected we require a significant payment for reconnection. We had offered payment arrangements with a lower down payment twice earlier this year. Both of those arrangements were met with poor payment effort and cancelled due to non-payment. On August 18, 2015, we received a call from [redacted]. [redacted] committed to pay $977.61. This will pay Mr. [redacted]’s full past due balance. With the payment commitment, we reconnected the electric service on August 18, 2015. I spoke with [redacted] on August 20, 2015. Mr. [redacted] still contends the only reason he was disconnected and subsequently required to make a payment for reconnection is due to the Company being a monopoly. I advised that if timely payments are not received for the service, the service is discontinued.

Mr. [redacted] was contacted this morning, April 26, 2016, and informed Xcel Energy's restoration crew will be on-site later this week or early next week, weather permitting.  He was also given the number of [redacted] for Quality Restoration should he have additional concerns.

[redacted]
 
 
 
RE: Payment arrangements
Received May 5, 2015
Analyzed by: [redacted]
 
 
Dear Ms. [redacted],
 
I have listened to the recordings of the customer’s calls and found
that...

the customer did not request an arrangement with us. I spoke with Ms.
[redacted] on May 7 and agreed to payment arrangements with her payment total of
$660.00 as a down payment and the remaining balance divided into installment
payments added to the monthly bills over the next six months.
 
Ms. [redacted] was satisfied with this solution.
 
 
Sincerely,
 
[redacted]
Xcel Energy
| Responsible By Nature
Customer Advocate Analyst
[redacted]
** [redacted]
**  [redacted]
________________________________________________
XCELENERGY.COM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Company records show no request to stop service in Ms. [redacted]’s name until August 31, 2015.  Effective January 1, 2015, Xcel Energy no longer backdates start and stop service requests.  Customers are responsible for energy consumption through the date that we are notified of their...

move.  This is in accordance with the Application for Service tariff, which is approved and on file with the Public Service Commission of Wisconsin.  The pertinent portion of the tariff states, “Company will continue to supply electric service until ordered discontinued, and customer will be responsible for payment for all service furnished until discontinued.”  Ms. [redacted]’s final balance is $82.19.  We apologize for the inconvenience Ms. [redacted] has experienced regarding this matter; however, she will have to resolve this issue with the landlord and new tenant.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Xcel Energy has stated they did not cancel my account because it is a "low priority". I have another account with Xcel and receive everything through[redacted]. I have never received any correspondence regarding the WI address at either gmail account. I didn't log into mycheckfree (you either receive paper bills or electronic) since I didn't think I would be continuing to accrue charges. I am remarried and have asked Xcel Energy to update that.  I had a zero balance in February of 2014 when the home was seized by Wells Fargo, all utilities to the home disconnected by their property crew, and my locks changed. I contacted all utilities - internet, trash, electricity, etc and removed myself as owner. The home was sold at auction in August. I do not know why Xcel Energy has not attempted to collect the money from Wells Fargo. I can not "make" Wells Fargo do anything and find the recommendation for me to try and collect/make Wells Fargo pay absurd. I contacted Xcel Energy when I received the only bill I have ever gotten for $200 +, Xcel removed the late charges and I was assured I would be called back by a supervisor to remedy this, instead it was sent to collections. I proposed paying for charges from February when the home was seized until the home was sold in August. I don't believe I am responsible but considered it a good faith effort to remedy and save my credit rating since I still "technically" owned the home until then. Xcel has refused to either contact Wells Fargo for payment or respond to my requests to speak with a supervisor and set up a payment plan.I understand that because my home was seized, it is believed that I don't pay my debts. My first husband filed bankruptcy after our divorce but prior to the home being refinanced in just my name. The home was considered part of his Chapter 7 and all debts incurred during our marriage became my responsibility. I am trying desperately to rebuild my life and my credit. I am a Federal Employee so having a collection action against me can affect my security clearance. I would not just ignore bills and allow them to become insurmountable. 
Regards,
[redacted]

I am working on my response and will send asap.Thank you,Angela B[redacted] I need to send my response but since I sent a message earlier it won’t allow me to enter my response.  Here is my response to Mr. [redacted].  Please let me know if I need to enter my response in the website and...

how I can do that.Response:Company records show a disconnection notice was mailed on January 27, 2016 for $168.27. On February 15, 2016 a phone attempt was made to the customer.  His gas services was disconnected for nonpayment on March 1, 2016. On March 1, 2016, the customer requested to speak to a supervisor.  He was advised he could speak with a specialist and the call was transferred.  He was advised that our records don’t show he is on Auto Pay and he was sent late payment, past due , and disconnect notices via email and to his premise.  We have not received any returned mail.  Our records show the customer is on electronic billing since November 4, 2013.  The customer stated he doesn’t check his bills or account since he assumed he was on Auto Pay. The customer also requested that his reconnection fee be waived.  We are unable to waive the reconnection fee, which is an approved tariff on file with the Colorado Public Utilities Commission, Sheet No. 12, Schedule of Charges for Rendering Service, which allows us to charge a fee of $85.00 to restore service within 24 hours and $112.00 to restore service within 12 hours.  A charge of $85.00 was added to his March 4, 2016 bill in accordance with this tariff.   The customer disputed the reconnection fee and stated he didn’t want to be reconnected.  He was advised to contact us when he agreed to accept the charges.  The customer made a payment on March 1, 2016 for $328.87.   A turn on order was issued on March 2, 2016 and service was restored that same day.  His current balance is $131.50. Thank youAngela B[redacted]Xcel Energy | Responsible By NatureCustomer Advocate Analyst1800 Larimer St, Ste 1500 Denver, CO 80202 P: ###-###-#### F:  ###-###-####E:[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you [redacted] update it before sending 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.
Regards,
[redacted]

We have called xcel energy asking why the bill came so high if we always use the same energy. They said they didn't read the meter so now we have to pay 3 times as much just because they didn't read the meter. We even went out of town couple days but and didn't use more light than what we normally use. It's really unfair to have to pay more just because they didn't read the meter

I received 2 Xcel Energy bills in December 2017. One was for $89 and the other for $673. I immediately called Xcel and after investigation they told me my meter was broke and this was electrical charges for June 2017 to present. I said I do not own a METER you do, and I should not be charged for past usage because they had a broken meter. They replied there are a lot of older meters and they do break... being in business they should be replacing them before they break...not my responsibility. They asked me if I reviewed my bills...I said no I just pay them...I now have to review every bill to ensure they are accurate, because Xcel does not do their job? There is a small charge on the bills, I asked what that is for they replied: for people who cannot afford electricity, and to my surprise for METER MAINTENANCE, so now I'm paying for a broken meter?
I asked why I was not notified, they said I was, they had a wrong phone number on my account. The 2nd number was correct, I never received a call, when asked who called me, and they said it is a recorded call...so they use Robo calls to inform people something may be wrong? Without notification or my knowledge Xcel came on my property and replaced their meter early December. After my calls to Xcel, I get a letter in the mail explaining what happened…a little late. So in summary this company does whatever they please and takes responsibility for nothing, we are like puppets because we need the services they offer.
According to Xcel (I was told) they have the “right” (by law) to charge for the used electricity. I would say our laws are wrong.
This bill would be devastating to someone making minimum wage, but Xcel doesn't care, they take no ownership, they just want their money.

Review: I set up an ach withdrawl with xcel energy for monday june 9th. Xcel energy did not process my payment until thursday june 12th, which I did not authorize. I authorize my payment on monday the 9th and no later. Xcel energy has broken our agreement for monday june 9th payment arrangement. I had a personal emergency where I had to spend some money and assumed they ( Xcel energy) had taken the money out on our agreed upon date which was monday june 9th not Thursday june 12th. Which has caused 105 dollars in fees that should never of happened if the payment arrangement would have been upheldDesired Settlement: I want all money that is being charged to my for NSF fees credited to my account plus one month of free energy for personal aggravation, and the mental and physical stress of this company thinking it can do whatever it wants with no repercussions. And company should not be able to operate in such fasion

Business

Response:

I have been assigned to this complaint. I will contact the customer, investigate and respond.

Xcel Energy | Responsible By Nature

Customer Advocate Analyst

Review: Xcel is the biggest rip off of all these big corporations ! They send you bills with taxes and fees which for most you don't know what's all about...and they find any excuse in the book to cover their either mistakes or their dishonesty...and you have to pay. Well, this last bill I just received won't get paid unless it's cut in half. I've lowered my thermostat at 65 from 70 since the weather warmed up and my last bill is still the same as last month and the previous month when it was 30 below ! They don't send anyone physically to read the residential meter, they just take an average of what they feel it should be according to the weather temps and they plug in the same numbers. My last bill was $421.94, which I already paid $ 315.20, so, there was a balance of $ 106 to pay. And it will be paid. Now this last bill or $ 258 replicates the past ones and it's wrong since I don't have not even near close this usage. I want them to cut this bill in half and I will make this complaint public. People are fed up of being ripped off.Desired Settlement: I want half the amount from this last bill or $129 as the final balance. Their billing methods should be investigated and are unacceptable.

Business

Response:

I was unable to reach Ms. Gruas by phone to discuss her concerns. The following letter and consumption history was mailed to her today.

Thank you,