Xcel Energy

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
I disagree with this decision based on several reasonsI find it unreasonable that Xcel would expect me to have record of this conversation that took place almost months agoI lived out of a hotel for almost a month and there`s several important things I lost due to this situationSecondly Xcel energy truly knows that I wasn`t living at that old address anymoreThe person that I spoke with earlier stated that even if I could provide proof that I would only be credited about $and I would still owe a little over $Let`s do the mathI was charged $over the course of months so if you average it out that would mean that the portion of the bill that i`m taking responsibility for which is almost months my bill would`ve been on average about $60-$bucks a month so if that`s the case why would Xcel not known that i`d moved if their saying that for the months i`m saying i`m not responsible for would`ve only been about $a month? (based on the $credit they`d be willing to give me)I find it unreasonable for Xcel to say that it couldn`t have been a error on their end when everyone makes mistakesNothing their saying to me to justify them trying to defraud me makes any senseI will continue to fight this until a fair and just agreement is reached
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Initial Business Response /* (1000, 11, 2015/09/16) */
As we are the original creditor and collect debt in our own name, we are not 3rd party debt collectors and in CO are not subject to the FDCPAWe have returned the payment to the bank and offered to reimburse any overdraft charges associated
with this early withdrawalI have spoken with *** *** on September and to offer this reimbursement of bank fees associated with this charge but he has declined at this timeThis offer is still available; we will require a copy of a bank letter, statement or receipt showing the specific fees charged
Initial Consumer Rebuttal /* (3000, 13, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no compensation for the lost day weekend on behalf of these peopleAnd yes they did put the money back into my account on Thursday the following week a DAY before the payment was actually due and in fact I did tell them not to do that since I couldn't get the money back for the weekend they may as well let it and pay the bill but again they didn't listen and did what they wanted to doIf these people had competition they wouldn't be so darned bad at their jobsAs far as the fees are concerned I will take care of those when I file my small claims lawsuit against xcel and *** *** (Specialist)
Final Business Response /* (4000, 15, 2015/09/23) */
We are willing to compensate the customer for any bank fees associated with the early withdrawalWe will not be honoring the request for an additional $which is not applicable to us as a primary creditor collecting debt in our own name

Company records show that we were unable to obtain an actual reading on December 30, 2015, due to the weather. Subsequently, our system estimated a reading of based on previous usage. When we obtained an actual reading of on January 28, 2016, this reading showed the use of
3,kWh and indicated the estimated reading on December 30, 2015, was low. When Mrand Mrs*** contacted us on February 4, 2016, the specialist that spoke to Mr*** issued a re-read to verify that the actual reading obtained on January 28, 2016, was correct. On February 23, 2016, we obtained a reading of that verified the reading of obtained on January 28, 2016, was correct as it was 1,kWh higher. If the January reading was over-read, the February reading would have been lower. A reading of was then obtained on February 29, 2016, further clarifying that the January 28, 2016, reading was correct and that we billed for the correct usage registered on the meter. So there is no billing adjustment to be made. It appears that something such as the use of space heaters, a new appliance or an inefficient appliance may be the reason for the increased usage

Xcel Energy again apologizes for the misunderstanding. However, we have stated our position and will not be compensating *** *** for the fee he was charged to reconnect his electric service

Revdex.com:
My complaint with Xcel Energy has been resolved. They have removed the all charges on my account after reviewing the "terminate service" phone call referenced in my complaint. They have asked that I rescind or cancel my complaint with the Revdex.com
Their second interpretation of the phone call is in direct contradiction of their original interpretation and I think the difference is a result of the Revdex.com's involvement. Do I need to provide an additional wrifor the website? Thanks for your help on this matter, Lance
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/22) */
From: *** *** D
Sent: Friday, June 19, XXXX X:XX PM
To: 'Revdex.com'
Subject: RE: Revdex.com Complaint Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
I have been assigned to this complaintI will contact the customer,
investigate and respond
*** ***
Xcel Energy Responsible By Nature
Customer Advocate Analyst
*** W *** *** *** ***, ** XXXXX
P: XXX-XXX-XXXX F: XXX-XXX-XXXX
E: ***@xcelenergy.com

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 I am seeking a bill credit and will not close this complaint!Regards,
*** ***

Company records show that *** *** called on July 11, 2016, to stop service at his previous address and start service at his new address. A recording of this call was reviewed and during the conversation, our agent states that he is stopping gas and electric service at *** ***’s previous
address and transferring gas service into his name at the new address. There was no mention of the electric service. Our Customer Service guidelines require agents to recap the type of service being started for the customer to ensure accuracy. It is not a requirement to advise of other utility providers if we do not provide either their gas or electric service. Our agent followed guidelines, so we do feel Xcel Energy was in error, therefore we will not be compensating *** *** for the $fee he was charge by the electric utility. We apologize for the misunderstanding

Company records show the customer’s electric meter failed to register usage sometime after the June 7, reading. Our records show an automated call was placed to the customer on July 12, and October 10, 2017. We received no callback regarding the situationAn order was
generated on November 15, to check the meterThat order was completed on December 7, and found the meter to have a dead register The meter was exchanged on Dec7, 2017, and a reading of *** was obtained from the meter. The estimated charges of $were subsequently reversed and charges of $were billed for usage from June 7, to Dec7, 2017. The rebill is based off of the lowest average usage for a similar period in the prior two years. These charges were billed in accordance with the rules prescribed by the Commission. Therefore, no further billing adjustments will be made. On Dec8, 2017, a letter was sent to the customer explaining the charges. On December 13, 2017, the customer was offered a payment arrangement and declined. Her current balance is $575.93. We apologize for any inconvenience this matter may have cause. If the customer has any further questions or to set an arrangement, she may contact our Customer Contact Center at 1-800-895- There is nothing further pending at this time Thank you

Tell us why hereI confirmed the gas meter was exchanged on 4/28/Estimated bills were generated for the old meter form 4/28/to 8/30/Because the service order for the meter exchange was not processed, the customer continued to be billed to the old meterOn 8/24/a site visit was
conducted that confirmed that meter #*** had been removed and meter *** was the new gas meter at the propertyBills were canceled/rebilled (4/thru 8/30)Corrected billing resulted in a balance owing of $Based on Adm Rule 7820.3900-Subp.4-Failure to Check Faulty Meter - cust called us 8/and questioned the billing and we didn't get out there until 8/(should have responded within days) and didn't get billing corrected until 9/16, unable to bill cust for the most recent bill of $(for services from 8/1/to 8/30/16)I spk w/cust about the recent disc notice that was sent, advised on 8/a credit hold was placed on the acct but I believe it was set up incorrectly so a disc notice was generated on 9/When I noticed the disc notice was generated on 9/14, I cancelled it immediately and placed another credit hold on the acct (thru 9/30)I extended an apology, assured the cust that the disc notice had been cancelled, that his acct remains in good standing and no late fees have been assessedI also advised that we do not report cust credit activity monthly to any credit reporting agenciesI apologized for the inconvenience the matter caused, thanked him for his patience in getting the issue resolved and said to call with any questionsCust did request that the "cancelled disc notice" be physically removed from his acct, I explained per my investigation, at this time I cannot physically delete it from the acct but I assured him it is cancelled and will not be resentI will continue to pursue the matter of getting the "cancelled disc notice" removed from his account and will keep him updated if I am able to do soI sent/emailed a copy of the letter w/rules to the customer and advised that I would be providing an update to the Revdex.com

Good Afternoon Mr***, Thank you for your patience while I researched your concern. Our billing department reviewed the final electric reading for your prior address at *** * *** *** *** *** of $*** ***. The final bill issued October 27, was based
estimated based monthly readings before and after your stop service date. Based upon your prior history we have adjusted your final bill amount from $to $*** ***, which is in line with your prior history. I have provided a short itemization below for your review and will mail you your electric consumption history This adjustment brings your account balance to $134.05, which is due December 21, 2016. You have not been charged a late fee and your account remains in good standing. Thank you for bringing your concern to our attention. I hope you find this information helpful and I apologize for any inconvenience this may have caused. I will provide this information to Mr*** office and the Revdex.com today

Complaint: [redacted]
I am rejecting this response because: Xcel simply makes up a rule stating that they do not have to reimburse customers for light outages, which allows Xcel to fail to service its customers in a timely manner.  In this case, Xcel did not provide the light pole service for 2 months, yet they required that I pay the bill for that service for 2 months.  No other competitive business would get away with this slight of hand.  However because Xcel is a monopoly they are allowed to take advantage of customers (i.e. cheat customers).  I plan to file a complaint with the PUC.
Sincerely,
[redacted]

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]

Xcel Energy's position has not changed from the previous response submitted on March 15, 2016.  All calls received by the customer were reviewed and none were found showing the customer called to discontinue service.  Therefore, we will continue to hold the customer responsible for these charges. Thank you

Xcel Energy's Gas Operations supervisor was contacted and unsure of who may have received the information prior to his contact.  He visited the customer's residence on Sept. 30, 2016 for an inspection, and the homeowner was there when our supervisor arrived. It was explained that we didn't...

have a crew to dispatch that afternoon to take care of it, but it would be handled the following Monday, Oct. 3, 2016. A service crew was routed that way on Oct. 3, 2016 to complete the work.

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]

Initially called and spoke with [redacted] on 3/4/15. We discussed his concerns, I said I would investigate and call him back.  A 30 day hold was placed on his finaled account. I called [redacted] on 3/17/16 and left vm message to return my call, there was no response.  In my vm message...

that I left, I explained that I reviewed his concern and there wouldn't be any account changes to the balance he owed and that I would send an email with my findings and provide an update to the Revdex.com. In the email I sent on 3/18/16 (see attachment), I explained a disconnection notice dated 3/13/15 for $1181.81 was sent, on 4/1/15 [redacted] called to stop service, service was stopped & final bill sent for $1344.55, in my initial conversation [redacted] stated he subleased his apt to [redacted] & went and lived w/sister, service started in [redacted]'s name effective 4/1/15, electric service was disconnected on 7/14/15, on 7/17/15 he called (from his phone number ###-###-####) and a payment of $420.05 was made. In the recorded call I reviewed, cust stated he piad his Xcel bill because service was disconnected and that he was paying the bill for his roommate [redacted] (bill is in [redacted]'s name). He provided us with a confirmation number and a reconnect order was sent. Service continued in [redacted]'s name until 12/5/15 when we received a call for a tenant change. Xcel contacted the owner ([redacted]) to verify the tenant change and it was then we were notified that [redacted] was still his tenant living at the [redacted] address and had been since May 2014. Service was then put back in customers name ad he was billed for services up to 1/19/16, final balance owing is $2060.95. Based on the information provided, we believe this is bill evasion and there will be no adjustment to cust finaled acct. A 30 day hold was placed on the acct on 3/4/15 and extends thru 4/4/15. Did advise [redacted] he could call me or call the call center to set up a short term pay arrangement. Did advise w/o arrangement, acct w/be forwarded to Collections. Extended an apology for any inconvenience the matter caused.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and after speaking with the Xcel customer service department as well as the technician, find that this resolution is satisfactory to me. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/27) */
August 27, 2015
[redacted]
[redacted]
[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 exchanged. After property notification you failed to allow access and we were forced to cut the power to your property on August 20, 2015. On August 21, 2015, you agreed to allow us to exchange the meter and your power was restored. You contacted the [redacted] and the Revdex.com asking why we were able to disconnect your service.
We are enclosing Sheet R43 that states that the customer will provide access to its premises at all reasonable time. In Sheet R24 if 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 meter. The electric meter at your home is an Automated Meter Reading (AMR) meter. The AMR system uses radio technology to read meters from a vehicle. As the specially equipped vehicle drives by, it sends a signal to the ERT device on the meter. The meter reading data is then sent by radio signal to the AMR computer in the vehicle. This 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) technology. Our customers' safety is our top priority. All 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 meters. You can locate this information at: www.xcelenergy.com and select Billing & Payment/Understanding your Bill/Meter Information/Smart Meters, Privacy and Radio Frequency. If you have any additional questions or concerns, please contact our Customer Contact Center at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Advocate Analyst
Enclosures

Company records show that Mr. [redacted] called on February 14, 2017, to place service in his name at [redacted] effective February 19, 2017.  The previous tenant had a pending disconnect notice and the order to transfer service into Mr. [redacted]’s name would normally cancel the...

disconnect notice.  However, Mr. [redacted]’s order to transfer service into his name got stuck in our system and did not process completely, so service remained active in the previous customer’s name.  Subsequently, the electric service was disconnected on February 23, 2017.  Mr. [redacted] then contacted us late that evening and we issued an order to restore service shortly before midnight.  Due to the late hour the order was issued and the number of emergency orders subsequently received, we could not restore service until the afternoon of February 24, 2017.  We are unable to give customers a restoration time as Mr. [redacted] was requesting because emergency orders have priority and we have no way of knowing how many emergency orders we will receive.  We are also unable to provide the credit Mr. [redacted] requested in accordance with [redacted] Statute 40-3.5-105, which states, “Except as otherwise provided in this section, no municipal utility shall charge, demand, collect, or receive a greater or lesser or different compensation for any product or commodity furnished or to be furnished, or for any service rendered or to be rendered, than the rates and charges applicable to such product, commodity, or service as specified in its schedules on file and in effect at the time, nor shall any such municipal utility refund or remit, directly or indirectly or in any manner or by any device, any portion of the rates and charges so specified nor extend to any corporation or person any form of contract or agreement or rule or regulation or any facility or privilege except one which is regularly and uniformly extended to all corporations and persons.”  However, Mr. [redacted] may file a damage claim to see if he can get reimbursed for the lost groceries.  A damage claim form has been sent and he will need to return the form to our Claims Department for investigation.