Xcel Energy

Correction to my credit report for the account that I never authorized needs to be undone and removed from my credit report

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSatisfactory is actually an understatementThe gentleman I have been working with has been beyond professionalHe is such a valuable asset to his company and I truly hope they value him and treat him wonderfully.
Sincerely,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Initial Business Response /* (1000, 11, 2015/10/13) */
The following letter was placed in the mail to the customer
Oct12,
*** ***
*** ***
*** *** *** **
*** ** XXXXX-XXXX
Re: Revdex.com Inquiry
Service Address: *** ***
*** **
Dear *** ***:
Your concern directed to the Revdex.com (Revdex.com) was forwarded to my attention for investigation and responseIn your inquiry with the Revdex.com, you stated Xcel Energy failed to change your bank account information
A review of your Xcel Energy account records revealed when you modified your banking information, you did not delete the banking information that was no longer neededThus, your on-line account reflected banking information from different financial institutions
Our records also show your August payment of $that was returned to us because the bank account used was closedOur agent removed the $returned payment fee as a courtesy prior to it appearing on your next bill
We have removed all banking information as requested from your on-line account as well as the banking information on file should you decide to remit payments via our pay-by-phone service
Your good credit rating with our Company has not been adversely affected by this issue
We apologize for the inconvenience this matter may have caused and trust this information is beneficialIf you have any additional concerns regarding this matter, please feel free to contact me directly at X

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while this resolution is not satisfactory to me there's nothing that can be done about it. I have no way to prove otherwise so it is what it is
Sincerely,
Mr./Mrs ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
Looks like when a company has a monopoly they will do whatever they feel
Regards,
*** ***

The customer was contacted on Oct25, regarding his request to have his damaged property repaired. Xcel Energy's *** *** *** was later contacted to inform of customer's request and will call the customer, then schedule a restoration crew to make appropriate
repairs

[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 ***, and find that this resolution is satisfactory to meIt was unfortunate that this entire issue was caused by a number of errors that were not caused by myself or my husbandAt least they are willing to accept payments for an extended amount of time to get the balance paidThank you for your assistance in the matter
Regards,
*** * *** ***

Company records show that Ms*** started service at her current address on October 10, 2017, and actual electric readings have been obtained every month. The first full month of usage the electric meter registered kWh from November 2, to December 5, 2017. Usage
increased significantly to kWh from December 5, to January 9, 2018. The usage continued to increase the following month at kWh from January 9, to February 6, 2018. On March 8, 2018, we obtained an actual reading of 79920, which showed the use of kWh from the previous reading of 78537. The customer then sent an email complaining of the high usage and also sent a picture of the meter and the actual reading was reversed and a reading of was used reducing the usage to only kWh from the previous reading of 78537. The customer asked for a refund on the previous two readings, but since the reading of was advanced beyond the previous reading of 78537, there was no correction to be made on the previous readings. If the reading was less than the previous two readings, then those readings would have also been corrected, but it was not. However, the reading of could not have been correct because an unbilled reading of was obtained on February 7, 2018, and a reading of was obtained the day after the March reading, which confirmed the March reading of was correct. This incorrect reading was corrected when we obtained a reading of on April 6, 2018, which showed usage of kWh from the incorrect reading of 78602. A meter test was subsequently completed on April 9, 2018, which showed the meter tested well within approved accuracy standards at percent at full load, percent at light load and percent at the weighted average. So the meter is operating properly and is registering usage correctly. The Customer Advocate then contacted the apartment management and requested to have a breaker test to verify that the customer is being billed for the correct meter. The management completed the breaker test and found that the customer was being billed for the correct meter. The Customer Advocate then asked if the apartment had gas heat or electric heat because the gas usage was relatively low for gas heat. The apartment management indicated that heating was from an aquatherm system that uses gas. However, this system also uses electricity for the pump and the fan and we have seen with a previous inquiry where a leak in the aquatherm system caused high electric usage because the pump and fan ran continuously. This information was given to the apartment management and they indicated they would check the aquatherm systemXcel Energy cannot always explain how customers use their energy, but we are required by the Colorado Public Utilities Commission to ensure our equipment is operating properly and customers are being billed correctly, and we have done that with the meter test and breaker test. Subsequently, there is no bill correction to be made

April
9,
Mrs
*** ***
34th Ave N
Saint
Cloud, MN 56303-
Xcel Energy Inquiry
Dear Mrs***
Your concern directed
to the Revdex.com (Revdex.com) was forwarded to my attention for
investigation and response. I am sorry I
have been unable to
reach you by phone to discuss your concerns
I have
investigated your concerns with the Revdex.com regarding your request to enter into a
payment arrangement plan at 34th Ave N, Saint Cloud,
Minnesota.
In your
complaint with the Revdex.com, you stated you were informed in February by our
agent that you could pay $with the remaining past due balance divided into
months, and you would only have to pay the average “daily” balance of $
I listened to that recorded conversation between you and our agent that
occurred on Tuesday, Feb3,
During your
conversation with our agent, you were informed that your account balance was
$3,You stated you could pay $that Friday, Feb5, 2015, then $a
month going forth and in four months take out a loan from your 401K to pay the
bill in fullAfter further discussion, our agent stated she was looking for at
least $down payment with the remaining balance placed on a payment plan
The two of you then agreed that you would pay $310, which you remitted as a
phone payment while speaking to our agentYou were to call the agent back the
following week to set up a payment plan on the remaining balance since your new
bill would generate that Friday, Feb5, The agent also provided you with
her direct contact number
Prior to the
conclusion of your conversation, you were informed that the remaining balance could
be placed on a payment plan extending over the next months to cover the past
due amountThis would require payment of the average monthly amount of $
plus approximately $to cover the past due charges, all totaling
approximately $until you paid it offAs such, our agent stated $would
be the average monthly amount; however, she said the $would be in addition
to the remaining past due balance extended over the next months for
approximately $that would roughly bring your arrangement amount due to $
until your account was paid in full. (By
only paying the average monthly amount of $would not have covered any of
the past due amount.)
New charges
were billed on April 8, with a due date of May 1, for all charges
totaling $3,as itemized belowThe partial Account Summary reflects
payment of the $that was remitted in February per your conversation
with our agent
Account Summary
Date
Description
Amount
Balance
04/07/
Late Payment
Charge
04/06/
Electricity
Invoice
04/03/
Cash Receipt - DM
200.00cr
03/23/
Cash Receipt - FP
200.00cr
03/09/
Late Payment
Charge
03/06/
Electricity
Invoice
03/02/
Cash Receipt - DM
200.00cr
02/06/
Cash Receipt - DM
310.00cr
You further
stated your offer of $as a down payment was refused when you called again
to set up a payment planAnd, your “desired outcome would be to get the
arrangement the first representative advised was available.”
A management
decision has been made to accept your offer of $as a down payment with the
remaining balance placed on a fixed plus budget payment arrangement plan, which
requires a monthly payment of $beginning with your next statement
Please contact
me, *** *** ** *** prior to April 15, to establish a
payment plan and address any additional questions or concerns
Sincerely,
*** ***SrCustomer
Advocate Analyst *** *** *** *** *** *** ***

Company records show that Mr*** started service at *** * *** ** on January 19, 2015, and service remained in his name until January 19, 2017, when he called to stop serviceRecords show no request to stop service prior to January 2017. Subsequently, Mr*** is liable for
charges up to that date in accordance with the Discontinuance of Service at Customer’s Request tariff that is approved and on file with the *** *** *** ***. The pertinent portion of the tariff states, “Where notice to discontinue or terminate 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. Notice by a Customer to discontinue or terminate service will not relieve the Customer from any minimum or guaranteed payment under a contract or an applicable rate schedule.” Mr***’ final balance through January 19, 2017, is $and payment was due on February 9, 2017. Arrangements were made to pay the balance in full on March 15, 2017, but we have not yet received paymentThe balance will need to be paid soon to avoid referral to a collection agency

Complaint: ***
I am rejecting this response because: There is still and issue#when I called initially the rep "***" advised me that my apartment # did not exist in their system to set up service I spent awhile on the line with her trying to figure out why she was not able to locate my apartment information, this is what started the ENTIRE issueIn addition to that a coaching is not sufficent in my opinionI was transferred to people before I got a correct answer on anything, and the information that was given to me was incorrect from the startI had to speak and demand a manager before I actually got the right answers, and your company find this as sufficient ? The application process was not done properly because XCEL employee could not find my apartment information, NOT because of meI can't set up an account by myself and if your employees can't find it, that's lack of training etc, poor customer serviceNot because I am not bright enoughI called to set up the account and was told by "***" that my apartment # did not exist, your company is the reason everything got turned around to begin with If I could locate the info myself this would have never happened but, I don't work for xcel so it was out of my controlI was never told someone elses name was on it like I got told by ***, your employee who actually set up my accountI was told my apartment did not existTherefore, my power would have never been shut off to begin with if I wasn't given incorrect info from the start I had to leave work to handle this and lost wages because your employees don't know what they are doingwhy did I have to jump through hoops and file a Revdex.com report to bring this to your attention? This is probably a consistent problem and that is why your company feels it is ok to conduct business so poorly I deserve compensation or a discount in my next bill due to lost wages and distress What happened to me was done in poor tasteit is sad XCEL is the only power company for ColoradoThe customer service and lack of education on work related customer items to your employees is blatantly obviousAll your company gets is a slap on the wrist and coachings? what about me? the customer who suffered through this experience? It is terribly frightening how frivolousyour company is with people's information and important matters.
Sincerely,
*** ***

Company records show
that Mr*** electric meter stopped registering usage some time after the
June 19, 2014, meter reading. Only
kWh of electricity was registered on the meter from June 19, to July 21,
2014, which was much lower than the 1,kWh registered the year
before during
a similar period. The meter then
registered zero usage the next five months starting in August until the
meter was exchanged on January 8, 2015.
Our system is
programmed to generate a Zero Consumption order after three consecutive months
of zero consumption and a Zero Consumption order was subsequently issued on
November 19, 2014. The system then
issued an order to investigate the meter on December 29, 2015, and we found the
meter to be non-registering on January 8, 2015.
Usage for the
non-registering period from July 21, to January 8, 2015, was then
estimated in accordance with Colorado Public Utilities Commission Rule
3402(a)(III), Adjustments for Meters and Billing Error, which states, “When a
meter does not register, registers intermittently, or partially registers for
any period, the utility may estimate, using the method stated in its tariff, a
charge for the electricity used based on amounts metered to the customer over a
similar period in previous years. The
period for which the utility charges the estimated amount shall not exceed six
months.”
Our Billing
Department calculated the average usage for the two previous corresponding
periods and used the lower of the two averages to bill charges of $for
the use of 6,kWh from July 21, to January 8, 2015.
Mr*** indicates
in his inquiry that he was traveling frequently during the time of the
estimated charges and believes his usage may have been lower, but we have no
way of calculating the difference. We can
only calculate charges in accordance with the PUC rules, which we have done. However, we did not backbill the full six
months and could have billed from July 8, 2014, instead of July 21, 2014, which
would have resulted in an additional kWh.
Mr***’s balance
is $and he is currently set on an 11-month modified Averaged Monthly
Payment plan of $a month with the next payment due in May. If Mr*** wishes to change his payment
plan, he may contact me at 303-294-

Tell us why here...I spoke with *** on 10/5/and explained that gas meter stopped working in December *** states she called several times regarding her gas meter. I was unable to locate any calls from her indicating concerns with the gas meter/billing issues; however, I was able
to find a few investigative orders that were not completed in and 2016. The fact that field orders were not worked in a timely manner has been brought to the attention of management. The customer understands that she was not billed for any gas consumption from December to July 2017. *** states she never was notified of the gas rebill until it appeared on her bill. However, the enclosed rebill letter was sent on 9/13/17. Review of the account indicates the customer was rebilled correctly according to our guidelines (see enclosed Tariff R22- Billing Errors). The gas rebill for months was $minus the canceled invoices of $resulted in a billing correction of $(see enclosed bill statement)I apologized and explained I was not able to make any adjustments to the account; I extended the offer of a pay arrangement, up to months on the balance of $(see enclosed itemized statement). Review of the account indicates the customer was enrolled in the AMP Plan (Average Monthly Payment) in June which was cancelled in August due to two months of non-paymentThere is a credit hold on the account through 10/17/to allow time for payment or a payment arrangement to be established with Customer Service at *** was upset and ended the callForwarded update to the Revdex.com

Regarding Xcel complaint:On May,20, at I spoke on the phone for minutes with “cus***er advocate manager for Xcel”, *** ***, who assured me several times that he was authorized to speak officially for xcel and it’s policies.1)Mr *** assured me several times that xcel’s only obligation was to send a single letter by mail to cus***ers whose power was to be turned offThe letter is not tracked and has nothing to distinguish it from junk mailMr *** informed me several times that any records regarding their attempts to inform me of the impending shutoff could only be obtained by a subpoena2) They specifically do not send emails letting cus***ers know of impending shutoffs although he admitted that Xcel sends marketing materials,etcto cus***ers’ email address3) In regard to xcel’s claim that the person sent to shut off the power tries to get payment first, a few points refute this claim:The person who pulled our meter did not ring the doorbell or knockI and my dog were both home when it happened and would have heard themMr *** admitted that they have outside people doing the shutoff who drive their own unmarked vehicles and may not have xcel identification visible or on themIt became clear talking to Mr *** that Xcel tries to disassociate themselves and their logo from the shutoff process.The person who did our shutoff was obviously trying to be unnoticed, drove an unmarked car and did not have visible identification on themI saw this person as he was exiting our fenced yard hurriedlyMy impression is that the whole process is done in a quick “repo” style.I suspect that xcel tries not to be be associated with the denial of power to their cus***ers to protect their image and therefore have no interest in risking a confrontation with homeowners by notifying them of their presence when they come to turn off power 4) Mr*** said xcel tried to call several times to inform me of the impending shutoff, however, they do not leave a message regarding their intentI pointed out that since they were aware that they had not spoken with me by phone and had not left a message regarding their intent that they necessarily knew that I had not been informed by phone.I informed Mr*** that I was recording our conversation (following state law) and I will make it available to the Revdex.com at your request to validate the points above.Thank you,*** ***Tell us why here

Company records show charges of $were transferred to the customers active account on October 20, *** *** is listed on the account as spouseOn October 20, a benefit of service letter was mailed to the customer at the current premiseThe transfer is from multiple
addressesThe first transfer was in the name of *** * *** at *** * *** ** *** *** from November 17, to February 8, for $Our records show Mr*** set arrangements on the account on November 16, and December 30, Both arrangements were broken
The second transfer was in the name of *** * *** at ** *** *** *** from December 1, to March 27, for $Our records show Ms*** was listed on the account as spouseShe also set an arrangement on this account on June 25, A stop service was completed on March 27, Payment was never received and this debt was referred to the collection agency on June 26, On July 8, Mr*** called to request the final bills be sent to him and provided the current addressOn February 22, 2010, Mr*** called again to inquire about his account balanceHe was advised to contact the collection agency Diversified Adjustment Services
On December 2, 2015, Both parties called to dispute the transferMs*** stated her daughter lived at the Boston address and paid in fullShe was advised the account was under her husband's name and only one payment was receivedShe stated they lived in TexasThey also claimed the debt was removed due to fraudThe customer was advised to provide documentation showing proof of residency, a copy of his identification card, and the letter from the collection agency showing the debt was fraudAs of today, no documentation has been receivedTherefore, we will continue to hold them responsible for the chargesThe current balance is $
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 ***, and find that this resolution is satisfactory to me I appreciate that Excel was willing to communicate over this issue after I raised my original complaint and that we were able to reach a common sense solution Since the credit goes to an account no longer in service I will need to work on transferring it to an active account but I will see what can be done about that on my own Thanks again to all involved parties
Sincerely,
*** ***

[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 11913705, and find that this resolution is satisfactory to me.
Regards,
Michael M***

Xcel Energy is in compliance with Colorado Public Utilities Commission tariffs and our position has not changed. We consider this case closed