Xcel Energy

I spoke with *** and reviewed the issues she has encountered over the last few months with regards to her budget and payment concerns. Customer was billed $in Oct which was due 11/(her preferred due date), she then signed up for the budget of $on 11/15, on 11/she called asking
if her payment of $posted and was advised it hadn’t, then on 11/her acct billed $which included $(that was due 11/25) plus the $budget (due 12/28), she called 11/again asking about the $payment and it appeared she was having some banking issues and a rep advised her to go to OAM and set up new banking info. Cust states she kept going on-line to make her payment and was continuously advised to only pay $which she couldn’t understand why since she was on the budgetEventually she just went ahead and paid $(which posted 12/9) and didn’t make another payment until January. I explained she kept getting told to pay $because that was the amt that was past due, her $budget payment wasn't due until the end of DecemberCust December billing for $80, due in 1/was Dec /Jan budget billing ($40/per mo). When she called in on 1/and spoke with the first rep, the rep should have explained that by canceling the budget, she would have wacharges that she would be responsible for. I extended an apology and advised the call would be reviewed and a coaching opportunity would be presented to the agent to avoid this from happening again.I again extended an apology and said there is nothing I can do to put her acct back on the budget she was on with no waBUT because of her tight finances, I could offer her a solution (which I was going way outside the box). I would keep her on the budget but instead of $40, lock it in at $(that is the most she can pay)$is the budget and $going towards the arrears. Cust understands that by locking the budget at $40, her budget will not be reviewed quarterly and at the end of mos, she may or may not have a clean-up. I set up the customers preferred due date (25th of the month) and then put the acct on a credit hold through January 31, 2017. *** still wasn’t thrilled with the solution but it was the only way to get around not setting up a f+b pay arrangement so she accepted the offer and thanked me for helping. Customer understands arrangement starts with the current bill and that $is due by 2/and that the next billing statement w/reflect the $budget payment.Customer has my name/number to call w/any questions. An apology was again extended.Tell us why here

A review was completed in response to Mr*** refund check concern with the Revdex.comMr*** has not received his refund Company records show Mr*** ended his utility service at a prior address on Nov3, On Dec11, 2017, a refund check for $was mailed to Mr***The
check was mailed to Mr*** prior addressOn Dec27, 2017, Mr*** contacted customer service to update his mailing addressThe agent did update the mailing address but failed to notify Mr*** that his refund check had already mailed We were able to verify that the check mailed on Dec11, 2017, has not been cashedOn Jan5, 2018, a new refund check for $was mailed to Mr*** P.OBoxI contacted Mr*** and advised of the situation. Mr*** is satisfied with the outcome

As previously stated, Minnesota regulations specify that customers are required to notify the Company to discontinue service and are responsible for all charges until notification is received
We received no notification from MsLane-Jenkins to discontinue serviceCall records and online records are unable to be deletedI have searched the records archive and find no request to end service for MsLane-Jenkins prior to August 22,
With Ms***s June 8, statement, the account balance was $This represents charges for service through June 7, With Ms*** final statement on August 30, 2017, the account balance was $This represents charges for service through August 22, We have not averaged or estimated the energy consumption charges

Complaint: ***
I am rejecting this response because: I never reached a Homesmart rep after the initial call that was forwarded to their contractor in Grand Junction I was always on holdI did get a local plumber ad I needed hot waterI was home thru this whole period and finally called Excel Energy who, I pay for this service They always said they did not have anything to do with Homesmart but transferred me to Homesmart I could never reach a Homesmart representative I will accept their refund and cancel their service Excel did not charge me for Homesmart Service on my November bill so they knew of my problem I think their service does not work in Grand Junction Also if they will not replace a hot water heater what good is including it in the contract with them there are few repairs needed on water heaters, they always need replaced I only want this not to happen to other customers So you may close thus case, I will not pursue it further, I think Homesmat is a rip off.qqq
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

*** *** wrote to the Revdex.com regarding a disputed date to stop service at her former residenceMs*** contends she requested a stop service order but continued to be billed after she moved outI reviewed Ms***’s conversation with customer service on Oct12, Ms*** called to
start service at a new addressThe agent asked Ms*** when she would be moving from her current addressMs.*** stated “probably the end of the monthLike the 31st.” The agent asked if we should process the stop service orderMs*** responded, “I can call backI just need the start order put in now.” The customer service agent accommodated *** ***’s requestWe did not hear again from Ms*** until Jan30, Our Rules and Regulations, on file with the state of Colorado specify: “A customer wishing to discontinue service shall give at least three days' notice to allow the Company time to render a meter reading and issue a final billWhere 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.” On Jan30, 2016, Ms*** notified us that she had vacated her prior addressPer our rule, we processed the stop order effective the day we were notifiedWe do not go back and cancel bills that have already been issuedOur recommendation is that Ms*** discuss the situation with her former landlordRegarding Ms***’s request for phone conversation recordingsCall recordings are company recordsCustomers who wish to review company records must make the request via the subpoena processWe are not able to provide company records via a verbal request

The message said to tell you if I have more contact with the businessI called Xcel today after 3pm when I never received a call from a supervisor (the customer service rep who I spoke to yesterday said he can have a supervisor call me, and I expected that to happen, but clearly, based on
communications with Xcel people today, I need to literally spell out everything for them, like issue a command to have someone call me to take this fraud seriously)No one called me, and it was getting near end of day.I spoke to a new customer service rep, and he said I accepted the charge for the additional service by not being attentive to my invoice each monthI asked him if I have to be diligent monthly for Xcel to not pull a fast one, and he said that's not what he saidI said clearly that's what he's implying by trying to blame me for Xcel putting an unrequested service on my accountI said just because the past home owners requested a service from them doesn't mean they duplicate what that person had when I open utilities on my houseI specifically opened gas and electric.I asked him to read me what the person wrote on my account yesterday, and he read nothing about a call backHe instead read that the person offered numerous times to send someone to remove the light from my house, and I refusedI told him that what was written was not factualThe guy said he can send someone to remove the product, but I told him I would call back because I had to first see how the product was attached to my house (it looks like a light belonging to the house), and I needed to speak to some people before I simply order its removal, since I expect my money returnedIt's more than just a problem from now moving forwardI asked to be transferred to a supervisor.I explained that this is fraud to the supervisor, and I want my money back from when I opened utilities in DecI said she needs to listen to the recorded call where I requested to open utilities on the houseNowhere do I say I want an additional service separate from the required gas and electric billI said I want to speak to a fraud person, and she said Xcel doesn't have one and she can have the people responsible for putting on and removing these extra products call me backI explained to her that the person who just transferred the call to her and the person yesterday clearly don't understand how serious this problem is, and they keep trying to say it's my fault for not noticing until now that Xcel added an unrequested service, and she said she understands that but she can't promise to give me my money back.Clearly, Xcel is painting all correspondence in a favorable light to themselves, so I will only correspond via Revdex.com nowPlease communicate this to them and help them understand they can't expect customers to monitor every invoice for unrequested servicesThey should have the business ethics to not add services customers don't expect or requestPlease get my money back, because I can't even pay my current utility bill with the extra service on itI need this matter sorted ASAP, and I want these people to remove their extra products off my property AND give me my money backI want this fraud noted, as they don't deny it occurred, but they want to shift responsibility to me for not noticing what they did until now.Thanks,***

Revdex.com:
I am still waiting for the office to clear compensation, but a contractor did come by and finish the work still needed to be doneI also would like to add, the the representative from Xcel and the head of the contractor group were a real pleasure to work with and very receptive of any issues I hadBut, once the compensation has been taken care of, I feel I will be satisfied with the resolution of this whole ordeal.Sincerely,*** ***

I have reviewed the calls in reference and understand that there was confusion about the account balanceI e-mailed the customer to confirm we have recieved her payment and provide a summary of the total balanceAs a courtesy we have placed a hold on the account until april

Complaint: ***
I am rejecting this response because: Xcel Energy failed to document and or record my phone call to cancel my account, and therefore is unable to find any record of my callI did call, they just did not properly record the informationI should not be penalized for their negligence.Again, I called numerous companies, Xcel being one of them, to discontinue services and only Xcel seems to have issues handling these situations.This matter can be taken to court if necessaryI will not be bullied into paying for something that someone else took advantage of because Xcel failed to record my call. *** ***

Update - Called customer, left vm message to return my call, no responseContacted Meter Shop and requested the mtr test get completed ASAP since it was requested 6/30/Meter was tested 8/and the meter tested accurately (LL & LL)Sent letter to customer advising meter
was tested and meter tested accuratelyI advised we are required to ensure our equipment is functioning correctly, which we have doneThe customer was billed to actual rdgs, not est'dThe April bill is accurateI extended an apology for the delay in getting the mtr tested and said to call with questions. See attached letter

I called and initially spoke with *** on 6/21/She explained her concerns to me and I said I would investigate and call her back. I called her on 6/and left a vm message to return my call, no responseI sent the following email on 6/30/17: This email is a follfrom our
telephone conversation last week regarding your concern filed with the Revdex.com. You dispute the final bill through 6/6/for $for your previous address at *** *** *** *** ** As you know, we are required to bill a customer up to the stop date provided to us. Customers are responsible for energy consumption through the date we are notified of their move. As a regulated utility, *** *** must follow the rules approved by the ***. ** 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 We have record of you notifying us on 5/1/of the 6/6/stop date. In that conversation you stated you would call us back if the closing date changed. Unfortunately, I am not able to locate a call from you advising us to change the stop date from 6/6/to 6/1/17. The numbers used in my search were *** *** and ***I would need the telephone number, other than what I have listed, that you called from to get the call pulled and reviewed. Without that information, your stop date for the final billing for your address on *** *** remains 6/6/and no billing adjustment will be made. I am sorry for any inconvenience this matter has caused. *** ***

Initial Business Response /* (1000, 7, 2015/12/10) */
The customer was billed on November for an incorrect amount and due to the optional enrollment in auto pay the funds were drafted on the bill due date December Our records do not show customer contact prior to the payment drafting date of
December and upon contact from the customer December we adjusted the billed amount and a refund check was mailed December for the amount overbilledI spoke with the customer on December to advise of the check mailing date and was told they were satisfied with this solution

Our records show that a disconnection notice was sent on June 11, 2015. The customer did not contact Xcel Energy until after the service was disconnect for non-payment on June 30, 2015. An order was issued to restore the service after a payment was submitted on June 30,
2015. Every effort is made to turn on the service by the next business day after receiving payment, but this won’t always happen, for example when there are emergencies or outages. The service was restored on July 1, next business day at 2:pm. Xcel Energy will not compensate the customer as the service was restore next business day

Company records show that Mr*** *** called on November 6, 2015, to request service at *** W Florida Ave effective November 9, 2015. In a recording of the call, Mr*** only requests service for *** W Florida Ave. Records also show that *** W Florida Ave became vacant in our
system as of November 9, 2015. On January 5, 2016, the vacant consumption threshold was exceeded prompting our system to issue a letter on January 6, 2016, that asks the responsible party to contact us if they wish to continue service. The letter advises that if we do not receive a reply within days from the date of notification, the energy service may be discontinued. This letter was sent again on February 2, 2016. On February 8, 2016, Layla *** called with concerns about being billed for *** W Florida Ave. She was advised at this time to have the owner do a meter trace. The electric meter at *** W Florida Ave was subsequently removed on February 16, 2016, due to no responsible party to bill for usage on the meter. We subsequently received a call from Ms*** requesting to get the service back on immediately. Service at *** W Florida Ave was then placed on the same account with *** W Florida Ave and an order was issued to reconnect the service. Service was reconnected the morning of February 17, 2016. Unfortunately, Xcel Energy cannot make any adjustments to the billing. However, Mr***s can file a claim with our Claims Department at ###-###-####. Tell us why here

Company records show that Mr*** was set on a payment arrangement to pay $a month to pay off a balance of $1,over months. This arrangement cancelled on September 12, 2016, due to the September 9, 2016, payment being late. In accordance with the tariffs on file with
the Colorado Public Utilities Commission, we are only required to offer one payment arrangement in a 12-month period if arrangements are broken. Subsequently, our Credit Department advised Mr*** he needed to pay $to reset a payment arrangement on his balance of $951.49. I contacted Mr*** and advised him I would reset his arrangement of $a month with payment of the $that would have been due on October 10, 2016. Mr*** indicated he could not make the payment at this time and would call me back. Mr*** has not yet called back and an active disconnect notice still exists. Mr*** will need to make the $payment and call with receipt information to avoid disconnection of service

(The consumer indicated he/she DID NOT accept the response from the business.)
I'm writing to indicate that I do not accept XCEL's response to my complaint
***The information below is in response to XCEL employee *** *** who emailed me December 24,
The complaint centers on XCEL charges to my electrical bill starting in March which I claim was due to neglagence on the part of the temporary jobber hired from outside XCEL to change the meter at my houseThis change caused my inverter to shut offThere is no dispute that the meter was exchanged February20, The reasons for my rejection of the analysis provided to me by XCELL are twofold: The Data on usage provide on the XCEL bills and Past History
The DataThe data for the two year period provide by *** *** in her email to me show that prior to the meter exchange my usage increasedHer conclusion based on these data was: "This increase kWh delivered would require more of the solar bank to cover the higher usageThe bank was declining prior to the meter exchange occurring."
However her conclusion is based on two fundamental errorsError one was not providing data concerning the solar bankIndeed the solar bank did decrease prior to the meter exchangeMy February 2, bill indicated that the "net provided by the customer" was 353kWhThe previous year's bill dated February 4, indicated that "net provided by the customer" was 364kWhThe numbers are virtually IDENTICALIndeed in December prior to the meter exchange the solar bank had 1152kWh,.substantially more than the February 2, These data indicate that although there was a decrease in the solar bank in 2105, it was virtual the same as the decrease the previous yearIndeed as I'll explain below, this decrease occurs EVERY yearWhy? Because of error two in her analysisThis error was a failure on her part to recognize that this decreased occurred in the middle of WINTEROf course the solar bank would decline December-March; this was as it did the previous winter and every winter!
Past HistoryMy system was installed the summer of During the following winter my solar bank emptied and I was charged for electricity provided by XCEL.That NEVER happened again until March of Tracking my solar production for several years showed whyThe highest months of production are April and May not only because the sun is reaching its peak but because the panels are more effective in cooler monthsThe patterns of my solar production and the need for XCEL electricity have been the same every yearThe solar bank peaks in October and declines until March of the following year when it begins to recover
Conclusion To reach a conclusion that my inverter was shut off prior to the meter exchange would require one of two thingsEither some event took place or I would have had to do it myselfAs to the latter, to be perfectly frank, I didn't know how to turn it off until I was showed by my solar installer at the end of May when the inverter was turned back onAnd any way why would I do that? And if I did shut it off, why wouldn't I just turn it back on? As to the former, to assume that some other thing happened would require the wildest of conincidenceCoincidences never occur at least not based on my years of teaching("My computer crashed!") and years as an apartment manager ("The dog ate my rent money!")These two examples are similar to the conclusion of *** ***: an attempt to divert responsibly away from the preparatory and on to the aggrieved
As indicated above I reject XCELL's arguments and ask that the Revdex.com request that XCEL take responsibility for my equipment failure and pay me my paltry request of $reimbursement and refilling my solar bank

Thank you for your patience while I researched your concern. I have completed my investigation and I hope you find the following information helpful As a regulated utility, Xcel Energy must follow the rules approved by the *** Public Utilities Commission.
*** 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 This means that customers are responsible for energy consumption through the date we are notified of their move. I have carefully reviewed your account and find no record of a stop service request for your previous address prior to July 3, 2017. Therefore, billing will not be adjusted. Your current account balance is $157.12, which is due July 27, 2017. Xcel Energy does not intervene in landlord/tenant disputes. However, I have mailed you Bill History Report, which shows details of your monthly bill statements for *** *** *** * *** ** *** *** ** *** should you choose to pursue reimbursement from your landlord Thank you for bringing your concern to our attention. I apologize for any inconvenience this matter has causedTell us why here

Company records show that the customer’s electric service was disconnected on May 9, 2017, for nonpayment of the past due amount of $935.08. The past due amount was never paid, but the meter continued to show usage with subsequent readings. On September 27, 2017, we found that the
customer had self-reconnected the electric service and we removed the electric meter. On November 13, 2017, the customer made an online payment of $that was returned on November 16, 2017, due to the account being closed. On November 28, 2017, our Revenue Protection Department found a stolen electric meter at the premise and removed the meter. They also placed a special barrel lock on the service due to the tampering. The customer then called in receipt information for a payment of $made at a pay station on December 1, 2017, and an order was issued to restore service. When we went to restore service the technician was unable to unlock the barrel lock due to the pin hole being plugged or damaged. We were finally able to set a meter and restore service for the customer on December 5, 2017. However, service is again subject to disconnect as the payment of $was falsely reported and only a payment of $posted to the account

Initial Business Response /* (1000, 5, 2015/08/06) */
I provided our tariffs, an itemization and explaination of the balance transfer to *** *** and extended a hold on the account to allow time for payment
Please see the attached response mailed to *** *** today
Initial Consumer
Rebuttal /* (3000, 7, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was tricked into saying that I lived at the residence in October by the debt collectorOnce I was given a chance to explain myself I told several people at Xcel that I was not at the residence during the time for which I am being billed, which is not October
If I owe Xcel this money I should be provided a copy of the contract which binds me to this legal obligation or proof that I received the alleged benefit of their service
If Xcel is unable to provide either of those, I request that Xcel remove these charges from my account
Final Business Response /* (4000, 16, 2015/09/17) */
Attached you will find the signed tariff sheets, which have not changed since These are on file with the Public Utilities Commission of Colorado
Final Consumer Response /* (4200, 18, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The tariff, to be valid, needs to be signed by the Vice President of Rates and Regulatory AffairIt is signed by no oneIt needs a decision numberThat field is blank
Even if you had provided a valid tariff, which you did not, you would still have all of your work ahead of you in proving that I benefit from the alleged serviceYou have failed to substantiate this debtRemove it from my account forthwith

Initial Business Response /* (1000, 5, 2015/07/30) */
Xcel Energy contacted the customer on July 24, regarding malfunctioning street lightsThe customer's concerns were referred to *** *** *** *** *** *** ) for assistanceA list of pole numbers for affected street
lights were subsequently emailed by the customer and forwarded to *** for further investigationOn July 30, an emailed was forwarded to the customer that an *** associate will investigate and contact himThe customer was also provided Xcel Energy's link at *** to report any additional street light issues or contact an *** associate directly at XXX-XXX-XXXXTheir hours of operation are 7:a.mto 3:p.m