Xcel Energy

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ I spoke with [redacted] on September and noted the increased usage of both gas and electric usage during the summer monthsCustomer stated she has central AC and heat controlled by a thermostat in the apartmentDue to unusually high gas usage during the summer months I recommended requesting the property owner or a heating and cooling contractor check the thermostat and wiring to make sure the AC and Heat are not running at the same time We tested the Gas meter on August 7, and found is registering accurately and no leaks We tested the Electric meter on October 9, and also found the meter functioned within the requirements of the [redacted]

Company records show no request to stop service in Ms [redacted] ’s name until August 31, 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 $ 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

Complaint: [redacted] I am rejecting this response because: Xcel Energy sold my sisters account to a collection agency and the collection agency sent me the proof of that bill and her total balance was 61.00, they then conjured up the same account they sold and tried to make me pay itMy deposit was higher than the actual months of service and an Xcel representative who later turned out to be a scammer set up payment arrangements and stole money from my debit card, I told them about the situation and asked for any kind of payment plan or any assistance that I may qualify for being a single mom with diabetes and a and year old in the homeInstead of assistance my children and I slept in the home without electricity for weeks until we could move out of the home As far as the scammer receiving my information, I highly doubt that people are looking in garbage cans stealing various customers as your representative so matter of factly stated to me on separate occasionsXcel Energy will in no way accept any kind of responsibility for these issues but explained to me that they posted it on social media instead of in an actual bill insertI never denied paying the bill and any payments you supposedly received from me were not from me as I do all of my payments at a pay stationI am refusing to pay for a bill you found and charged me for and I will not pay for services that I did not useSometimes the moral thing to do overrides greed and deceptionI again asked for any kind of payment plan and was refused service so please spare me the pep talkI pay all of my bills but when your company charges for a deposit and my total ends up being greater than my rent, gas and water combined, that is insanely overwhelming to meI plan to share my story with everyone who wants to hear itYou prey on your customers and some of us are in areas that are only serviced by your company and you know thatI don't reside at the residence any longer and wouldn't use your company again if you were the last company on earthYou don't care about your customers at all, its all about money as that is all you and every worker at Xcel seems to talk aboutI don't require a response to this issue, you can give your next one to the media after I share it Sincerely, [redacted]

Company records show that Mr [redacted] previously had gas and electric service in his name at [redacted] from October 22, to August 26, He was provided gas service on the Residential Firm Service rate and this rate includes a monthly Basic Service Charge of $9.00, a Distribution Charge of $per therm and Base Cost charge of $from April to October and $from November to March The Basic Service Charge is billed every month as long as the customer has available gas service Customers must have the gas service disconnected for more than months or the meter removed for more than months to no longer be required to pay the monthly Basic Service Charge A signed Lock Authorization Form is required Meter Reading history shows that Mr [redacted] did not have gas usage from July 9, to August 26, 2017, but he never requested to disconnect the gas service or remove the meter and there was no request for a Lock Authorization Form Therefore, Mr [redacted] is required to pay the Basic Service Charge through his final service date of August 26, His final bill was for less than a full billing cycle, so the Basic Service Charge was prorated at $ This charge will remain on his account

I spoke with Mr [redacted] on September 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, 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, Per our conversation, Mr [redacted] stated the billing should have ended June 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 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 serviceThe 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 requesting to discontinue service at [redacted] There is nothing further pending at this time

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Contacted customer and set payment arrangementCustomer was satisfiedAdvised that we do not discuss personnel issues, but that the call and her account will be reviewed for better processes or trainingCustomer has my contact informtaion for future reference if needed Tommy [redacted] Manager Customer Advocates Xcel Energy Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The representative set us up on a reasonable monthly payment plan

Good Afternoon, Our motorized vehicle in your neighborhood was onsite conducting a mobile gas main survey Our gas main is located within a dedicated utility easement, which is roughly feet from the right-of-way on your property The location of the dedicated easement was determined by the City of Hudson and should appear on your plat drawing Other utilities may have services within this easement as well For safety reasons, we have the right to access our equipmentOur motorized vehicle is equipped with sensitive detection equipment used to identify gas leaks in the gas mainNo leaks were identified In most cases, any required repair work would be completed on foot We are required by the Public Service Commission of Wisconsin to conduct these surveys annually They are typically completed in late fall/early winter and take our crews about minutes to complete in your neighborhood (longer if leaks are detected) We do not anticipate that our motorized equipment will cause harm your lawn However, if you identify any issues in the spring please contact our Operations Manager Dan [redacted] at ###-###-#### Thank you for bringing your concern to our attention Hope you find this information helpful and I apologize for any inconvenience this may have caused

The following email was sent to Ms [redacted] on 1/26/15: This is a follfrom our telephone conversation and a recap of your account Thank you for taking the time to speak with me and AGAIN, I am very sorry that I failed to put the credit hold on the acct when we initially spoke Had I put the hold on the account, you wouldn’t have received the disconnection notice or credit calls That was my error As I explained, your account was set up on the wrong rate when the meter was installed back in The meter for Pump had been removed 1/17/due to a fire A new meter was installed on 8/21/At that time, it was set up on the wrong rate (solar credit rate) and bills going forward from that date, reflected a credit each month Once this error was discovered, billing was cancelled back to the August meter installation date and rebilled This turned out to be a month rebill by the time the billing was corrected ($1,119.24) Because Xcel Energy is a regulated utility, we are required to correct a billing error, regardless of how/who created the error BUT we are expected to work with a customer to set up an reasonable arrangement (month rebill = month arrangement) I am sorry if that was previously not offered or advised The balance owing on the most recent bill statement (1/22/15) was $ You made a payment of $747.26, which posted today (1/26) and the balance owing now is $ I extended the offer of a month pay arrangement on the balance You said you would pay $per month, plus your current bill You agreed to a fixed + current pay arrangement for months, starting with your next bill in February (which will be due in March) You agree to pay your current bill + $per month (months @ $100/month & 88.84/month)This arrangement has been set up in the system A separate pay arrangement letter will be sent and the arrangement will be reflected on your next billing statement In addition, per your request: · I verified that the billing and delivery address on the acct is [redacted] , effective 1/16/ · I deleted the secondary/cell number of [redacted] · I added a secondary/your cell number of [redacted] · I verified you are listed on the acct as the Spouse/Authorized Party Again, I extend an apology for the errors that have occurred but glad I could speak with you and resolve the matter Please feel free to contact me with any questions you may have regarding the arrangement letter or when you get your first bill statement with the arrangement on it I will forward a copy of this response and follto [redacted] at the Revdex.com [redacted] Xcel Energy | Responsible By Nature Customer Advocate Analyst [redacted] ** [redacted] [redacted] [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ I soke with [redacted] regarding her concern she filed w/Revdex.com and the delay in her gas reconnectionI explained we ideally try to get all reconnetion orders completed by the end of the next business day but occassionally it can take longer (due to storms or emergencies)In regards to what happened for her, the field tech that was assigned cust gas tuorder missed the order in his handheld on the 25thThe order was then transferred to another field tech that was in the area on 8/and service was reconnected that dayThis was our error & I extended an apology but did thank her for bringing this issue to our attention which mgmt is now aware ofWe will use this as a coaching opportunity for not only the field tech that missed the order but for all our field technician's working in the filed to make sure they are checking their handhelds to ensure all work is completed for the dayAgain, extended an apology Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I would like my account credited for the that was taken out of my account and a credit for whoevers bill they credited to my accountThere needs to be some form of rectification for the monies that were withdrawn from my debit card as a result of Xcels negligenceSomeone from the company or someone somewhere was able to obtain customer information from their recordsXcel must be held accountable at some point for the continued suffering of their customersSadly, we have no other alternatives other than Xcel and this is beyond ridiculousSomething must be done

Good Afternoon Mr [redacted] , In response to your concern filed with the Revdex.com (Revdex.com), I contacted our design supervisor He, along with the Builders Call Line (BCL) supervisor and the electric service designer provided the below timeline for your project and the information about the project cost and yard restoration, which I hope you find helpful 7/– Customer applied for service via FastApp7/– BCL entered comment “waiting for info” (no signed contract, sketch, or bid sheet- sent customer OHUG packet)8/– BCL received signed contract, sketch and bid sheet and completed the application.8/– Requested local designer to field check site.8/– Local designer responded.9/– Sent easement information to Siting & Land Rights (S&LR) since Xcel would need to cross neighbor’s property with underground.9/– S&LR requested additional information.9/– Designer responded to S&LR with measurement.9/– Designer sent billing information & easements to customer.9/– Customer emailed Designer informing her that signed easements were being returned.10/– Designer submitted work order packet to construction department.10/– Construction field completed project After the Builders Call Line processes and completes a service application it is forwarded to the service designer The service designer works with the customer and/or the electrician to schedule a field check to ensure site readiness It appears that a combination of incomplete customer/electrician information, easement requirements and our construction backlog resulted in your project taking longer than you expected The cost for an overhead to underground conversion is the same for all customers It is a flat rate of $plus $per foot In this case the service length was ft resulting in a bill of $1, Item number four of the signed Residential Underground Service Contract (attached) outlines the customer responsibility for yard restoration However, in this case we will restore the length of trench on the neighbor’s property; our restoration contractor expects to be there next week (the week of 11/21) - pending weather Thank you for bringing your concerns to our attention I apologize if this information was not clearly communicated to you previously and will respond with this information to the Revdex.com today Best Regards,

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 accountI didn't log into mycheckfree (you either receive paper bills or electronic) since I didn't think I would be continuing to accrue chargesI am remarried and have asked Xcel Energy to update that I had a zero balance in February of when the home was seized by Wells Fargo, all utilities to the home disconnected by their property crew, and my locks changedI contacted all utilities - internet, trash, electricity, etc and removed myself as ownerThe home was sold at auction in AugustI do not know why Xcel Energy has not attempted to collect the money from Wells FargoI can not "make" Wells Fargo do anything and find the recommendation for me to try and collect/make Wells Fargo pay absurdI contacted Xcel Energy when I received the only bill I have ever gotten for $+, 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 collectionsI proposed paying for charges from February when the home was seized until the home was sold in AugustI 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 thenXcel 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 debtsMy first husband filed bankruptcy after our divorce but prior to the home being refinanced in just my nameThe home was considered part of his Chapter and all debts incurred during our marriage became my responsibilityI am trying desperately to rebuild my life and my creditI am a Federal Employee so having a collection action against me can affect my security clearanceI would not just ignore bills and allow them to become insurmountable Regards, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ August 27, [redacted] XXXXX-XXXX Re: Electric meter exchange request due to failed ERT Dear [redacted] : The meter department advised that you were notified that the Encoder/Receiver/Transmitter (ERT) failed on your electric meter and you refused to have your electric meter exchangedAfter property notification you failed to allow access and we were forced to cut the power to your property on August 20, On August 21, 2015, you agreed to allow us to exchange the meter and your power was restoredYou contacted the [redacted] and the Revdex.com asking why we were able to disconnect your service We are enclosing Sheet Rthat states that the customer will provide access to its premises at all reasonable timeIn Sheet Rif a customer fails to comply with Company's rules after due notice we are able to disconnect the service There are many different types of meters that can be called a smart meterThe electric meter at your home is an Automated Meter Reading (AMR) meterThe AMR system uses radio technology to read meters from a vehicleAs the specially equipped vehicle drives by, it sends a signal to the ERT device on the meterThe meter reading data is then sent by radio signal to the AMR computer in the vehicleThis type of meter improves meter reading accuracy, and billing, and limits the number of times our personnel need to access your meter Xcel Energy recognizes some customers are concerned about the health effects of meters, specifically related to radio frequency (RF) technologyOur customers' safety is our top priorityAll of our metering equipment falls well within the strict exposure limits designed by the [redacted] to protect the public from unsafe levels of RF Information is available on our website regarding your concerns about ERT metersYou can locate this information at: www.xcelenergy.com and select Billing & Payment/Understanding your Bill/Meter Information/Smart Meters, Privacy and Radio FrequencyIf you have any additional questions or concerns, please contact our Customer Contact Center at XXX-XXX-XXXX Sincerely, [redacted] Customer Advocate Analyst Enclosures

Initial Business Response / [redacted] (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 postWe 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 We did not have notice of the payment when a disconnection was scheduled on July As a regulated utility, Xcel Energy must follow the rules approved by the [redacted] subsection 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 $will be made." I have spoken to our customer July 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 / [redacted] (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 soMy response is that this is completely unacceptable Final Consumer Response / [redacted] (4200, 17, 2015/10/09) */ UNRESOLVED AND UNACCEPTABLE Final Business Response / [redacted] (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 occurredThe reconnection fee covers the cost of returning to the premises and restoring serviceThis fee is properly applied and will not be waived

[redacted] contacted the CO Revdex.com after his electric service was disconnected for non-payment on August 13, Mr [redacted] has a $1,account balance$was requested for reconnection however, we agreed to issue a reconnection if Mr [redacted] could come up with a $paymentWe received numerous communications from Mr [redacted] & Ms [redacted] requesting a payment arrangementWe advised that once service is disconnected we require a significant payment for reconnectionWe had offered payment arrangements with a lower down payment twice earlier this yearBoth of those arrangements were met with poor payment effort and cancelled due to non-paymentOn August 18, 2015, we received a call from [redacted] [redacted] committed to pay $This will pay Mr [redacted] ’s full past due balanceWith the payment commitment, we reconnected the electric service on August 18, I spoke with [redacted] on August 20, 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 monopolyI advised that if timely payments are not received for the service, the service is discontinued

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]

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 proofEvery time I call Xcel the prompt says this call may be recorded for training purposesWith 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 servicesYour 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 sameAs I previously stated your company made an error that's why you just proved it was a difference in the amount owed for those monthsOwn 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]

I am rejecting this response because: I did not say that there was an earlier date given. I said that my daughter spoke with someone on the phone who told her when they needed the house hooked up they just needed to call and they would get service and upgrade taken care of. There was nothing said about a waite or certain process that would be taken. When I called Phillip back he was rude and kept cutting me off when I tried to tell him the situation. He told me everything was process and that he would check into the situation and that he would get back to me. I ended up calling him 2 days later because I had not heard anything. I left a message saying it was not acceptable and that I wanted service connected that day. He left a message on home phone saying that everything was going as process would be and that they should expect service that friday--or the next week or after that---so in reality he did not take in,to consideration the health and wealfare of the people living in the camper in the cold--no water because it froze. They were forced to aquire additional expenses because they have not yet been out to hook up the utilities so they can get heat in the house. The trades are not able to finish the work so that is all on hold. I cannot believe that this is how any company would operate. I understand process but when you are treated in such a rude way---as well as what I stated earlier the health and welfare of people. What a disgrace. They could not even give a time of service---just a vague maybe friday....maybe the next week....maybe after that...... Who does business like this??Oh and by the way they still do not have upgraded electrical service(Still having extra expenses due to it)----11/21/17Now I feel the service should be FREE----

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ The attached letter was mailed to the customer stating Xcel Energy will continue to hold her responsible for charges in dispute since notification was not received to end service prior to June 4, in accordance with Minnesota Electric Rate Book - MPUC No2, Section General Service Rules, Application For ServiceA copy of the ruling as well as an Account Summary was mailed to the customerA payment arrangement plan is also available, if needed, upon request Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they never mailed anything to me, I called them the end of Februrary and told them I was moving so therefore how can you hold me responsible because you never mailed me anythingI requested to end my services and a final bill and they never mailed me anythingI will not make payment arrangements with you for something that is your fault

I contacted the customer to discuss his concerns with the Revdex.com Company records show a disconnection notice was mailed on May 19, for $ Different payment plan options were discussed On May 26, 2017, the customer was set on an month Fixed plus Current payment plan with $down payment His monthly installments will be $plus his current charges His current balance is $ There is nothing further pending at this time Thank you