Xcel Energy

Review: My XCel energy bill was increased by $500.00 for the month of September without any explanation. When I contacted the customer service department repeatedly they have never been able to provide an adequate explanation other than that my meter had been reading low and that with the new replacement meter, these are essentially back charges from the previous year. I was never notified that I would be receiving a new meter or that my previous meter had possibly been reading low. I have never received any sort of communication from Xcel concerning the issue with my meter. There is an old note from a previous occupant at my property that I woul be responsible for reading the meter myself. Again I never agreed to this nor was notified that I was supposed to be doing anything whatsoever with my meter. So far the only thing they seemed to be willing to do is let me pay these unjustifiable charges in installments.Desired Settlement: I want to be clear of these back charges as I was never notified that my meter may be malfunctioning and these new back charges were completely without warning or explanation. They also present a financial hardship for my family due to the inflated costs.

Business

Response:

From: [redacted]Date: Wed, Oct 29, 2014 at 9:15 AMSubject: RE: The Revdex.com of Wisconsin has received a customer comment regarding complaint #[redacted]To: "[redacted]I have been assigned to this complaint. I will contact the customer, investigate and respond. [redacted]Xcel Energy | Responsible By NatureCustomer Advocate Analyst[redacted]

Review: I lived in a duplex for 12 months, after I moved it was discovered Xcel energy has installed the electic meters so that they were switched, and I was underbilled and the neighbor was overbilled. I was not contacted, but just sent a bill for about $900. Three phone calls to Xcel with three VERY rude and horrible customer service representatives left me in a position where I am unable to afford their offer of a payment plan for me to pay this bill which was the direct result of THEIR neglegence. I had NEVER been late on a payment, and I carried a $240 balance (which now was automatically applied to this discrepancy). All I was asking for was REASONABLE payment plan. Although I deeply feel THEY should be responsible for THEIR error, I know the law would not agree. It was not fair that I didn't know the cost of my electric usage until a YEAR later, so I was unable to make any lifestyle changes or conservative measures to keep my bill in an affordable range, I am not in a new house which I will already be struggling to afford the electric charges, but to add on another $100/month for this bill is just not practical, I won't be able to survive. Customer Service treated me like a deliquant, and treated me like a debt colector treats a debtor. I was NEVER late, but these charges (their fault) was just thrown at me, not will appear on my credit report making me appear deliquent, and they won't negotiate a REASONABLE payment plan. For 12 months they underbilled me, but will only give me 10 months to make it up. They were RUDE, they LIED (telling me my landlord installed the meter) and they won't work with me.Desired Settlement: I request a reasonalbe payment plan of $25/month until this $776.63 (they already took the moving fee and some of the descrepancy payments out of my $240 credit I had on my account) is paid. That would be in addition to my current monthly bill. I want this NOT applied to my credit report as PAST DUE, this was NOT my fault. All I want is to be able to afford to pay my bills and to not lose my new house on account of their negligence. I want each of the rude customer service people to be reprimanded by their boss and forced to take a class in customer courtesy.

Business

Response:

Spk w/[redacted] and discussed the switched meter concern. I extended an apology for the incorrect information she was given by the phone agent she spoke with who advised her that the LL installed the mtrs incorrectly causing the problem. I explained we honestly don't know how the mtrs were switched and that it could have been our fault, could have been the builders error the way the units were marked, or the electrician when the units were wired, etc. Customer understands because we are a regulated utility we must correct the bill and credit/debit the affected current accts. We discussed pay a pay arrangement and I did set up a f+b pay arrangement for 16 mos (fixed amt $49/mo) with arrangement to start with the bill due in Dec (mtr will be read in early Nov). Customer understands she is to pay the budget amt of $108/mo and then pay the fixed amt of $49/mo for 14 mos & $41.63 for 1 mo. Regarding the phone conversations, [redacted] stated she spoke with 3 reps on 10/17 and only 2 of the 3 calls were handled poorly. I reviewed the calls and forwarded the calls on to mgmt for review and coaching opportunities. I again extended an apology to [redacted].

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The lady I talked to was very kind and understanding and found an acceptable resolution to the problem. I hope the customer service people I had the unfortunate encounter with learn something from this so they treat future customers with more respect and understanding.

Review: I have received 3 letters from them concerning they can't read my meter that my bush needs to be trimmed. The letters were dated July 31, 2014, August 29, 2014, and Sept 30, 2014. Even though my bush didn't need to be trimmed, I trimmed it after receiving the first letter, and then trimmed it beyond necessary after receiving the second letter because I am tired of being harassed. Yet I still received the 3rd letter. I have taken pictures with dates stamped on them after each letter was received documenting the bush doesn't need to be trimmed. A person can totally walk by and squat in front of it to read it without even coming near to touching the bush. I have complained three times with customer service and they have taken my number twice, telling me someone would return my call. I have yet to hear from anyone. In the meantime, my bill keeps being estimated and am in fear of receiving a huge bill.Desired Settlement: I would like my bill to be credited for an differences due to estimation of costs for every month my bill has been estimated since the date of the first letter received July 31.

Business

Response:

Ms. [redacted] gas meter is in her backyard behind a 6 ft. privacy fence and there is a bush in front of the meter. There is no gate on the fence near the meter. There is a gate on the opposite side of the house that would require the meter reader to go all the way around the house to read the meter with no exit plan if there is a dog in the backyard. The meter reader normally reads the meter from the neighbors yard through the fence when the bush has no leaves, but when the bush has leaves in the summer there is no way to read the meter through the fence. Readings were subsequently estimated in July, August and September. The meter reader did request to have letters sent requesting the trimming of the bush, but trimming the bush close to the ground would be required to see the meter through the fence. Subsequently, we replaced the meter on October 10, 2014, with a meter that has an automated meter reading (AMR) device attached that transmits readings eliminating the need to see the meter. An actual reading was obtained when the meter was exchanged and billing was corrected with actual usage.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], Xcel fixed the situation by placing an electric reader on the meter so it will no longer have to be read by the meter reader. The gentleman who came out was very nice and accommodating. However, the meter reader is nothing but lazy!

M [redacted]

Review: The Xcel meter at my house was broken from approximately July 21, 2014 and wasn't fixed until January 8, 2015. I was unaware of the broken meter and ended up with a $770.68 bill based on estimates. I did not feel this was fair so I reached out Xcel to dispute the bill and hopefully come to a reconciliation. Here is the timeline:

- November 19, 2014- Xcel said an outbound call was made to me to inform me the meter was broker; I never received the call; why did it take them 4 months to make the call?; why did it take 4 months to notice their meter was broken?; why did it take another 2 months to fix the meter?

- January 9, 2015- I receive an invoice from Xcel with the $770.68 invoice and immediately contact Xcel. They tell me a specialist will call me back.

- January 20, 2015- I call Xcel because I never received a call from them. I realize this is going to be more of an ordeal than I thought so I begin taking notes of my call. I speak to [redacted] and he forwards me to [redacted] T, a specialist. I explain to [redacted] that I do not feel using an estimate to determine my bill is fair as I had an excessive amount of travel those 6 months. [redacted] asked me to explain my travel so he can bring my info to his manager & hopefully agree to reduce the amount of the bill. (This demonstrated that Xcel is willing to reasonable and that the estimate isn't perfect and the invoice is negotiable.) I went week by week and explained to [redacted] where I traveled to and for how long. I informed [redacted] I was willing to pay half of the $770.68 bill and he said he'd let his manager know and then he'd call me back.

- February 19, 2015- almost a full month has passed; I never received a call from [redacted] so I call him & leave a voicemail.

- March 11, 2015- almost 2 full months have passed and still no call from [redacted]; I call [redacted] and leave him another voicemail. I call the 800# and speak to Symera (spelling?). I explain where I'm at trying to resolve the unreasonable bill with [redacted] and she emails [redacted] asking him to return my call.

- March 20, 2015- I still haven't received a call from [redacted] so I call him again & get his voicemail. I call the 800# again and talk to Michael. I explain that I have now received a Disconnection Notice from Xcel and I'm about to leave for a one week vacation in the Bahamas from 3/21 to 3/28. I explained the situation to [redacted] and he ensured me the power would not be turned off while I was on vacation- a concern I had was that pipes would freeze and I had even bigger p[redacted]lems. [redacted] said he's email [redacted] and that [redacted] was going to be in at 1:30 pm & would call me then. I never received a call from [redacted] but I did receive a call from [redacted] stating that my bill was not going to be reduced.

- April 6, 2015- I receive a letter from Xcel about a payment arrangement that I supposedly made with them. I call the 800# and speak to [redacted]. [redacted] explains that [redacted] triggered something in the system so the power wouldn't be disconnected and it caused this letter. I finally realize I'm dealing with an incompetent company & their incompetent service team and decide I need to file a complaint with the Revdex.com.Desired Settlement: I would like Xcel Energy to take responsibility for taking 4 months to figure out their meter was broken, 6 months to fix the meter, and for having an incompetent service team & specialist. When [redacted] requested my travel info, it demonstrated that Xcel is aware that using an average is not accurate or fair to the customer. I was proactive in trying to resolve this issue from the moment I was aware of the p[redacted]lem- Xcel did nothing but drag their feet to fix the broker meter and their specialist was even worse in communicating with me. My desired outcome is to pay half of the $770.68 bill based on estimates rather than actual usage. I appreciate any assistance the Revdex.com can provide in helping me resolve this issue. If there was another energy provider that I could switch to, I'd certainly do it. Unfortunately Xcel has a monopoly in the CO territory as they are the only provider.

Business

Response:

Company records show

that Mr. [redacted] electric meter stopped registering usage some time after the

June 19, 2014, meter reading. Only 213

kWh of electricity was registered on the meter from June 19, 2014 to July 21,

2014, which was much lower than the 1,364 kWh registered the year before during

a similar period. The meter then

registered zero usage the next five months starting in August 2014 until the

meter was exchanged on January 8, 2015.

Review: I called today to confirm a payment arrangment that was set up on 4/8/15 by [redacted], who is authorized on the account; (the same day that a $500 payment was made). I requested to set up auto pays and wanted the next payment to come out on 5/8/15. In speaking to the woman on the line, she said that there was no payment arrangment on file (which is incorrect as one was set up prior), that the next payment is due on 5/15 and that I needed to make a payment today in order to not have my services disconnected the next day (confusing - yes). I told her that I did not receive anything nor any phone calls stating any disconnect. She proceeded to tell me that a disconnect notice was mailed out on 4/15 (1 week after a $500 payment was made and payment arrangments set up) and that 1 phone call was made to me on 4/28. I told her that I did get a letter as I was reading a letter (which by the way was NOT a disconnect letter) and it shows payment due on 5/15. I told her I wanted to speak to someone else as there is no reason why I shouldnt be able to make a payment on Friday instead of Wednesday. She said she can get me a call back by the end of the day. I said that I would hold for someone and she said "I will get you a call at the end of the day". When I asked her for her name, she told me "I gave it to you at the beginning of the call". I had to tell her agian that I wanted her name before she quickly just said her name. I didnt understand so had to ask again and she said it just as quickly so I asked her to spell it. I then asked for her Employee ID and she said that it will be documented in the account. This is all after going around and around with a VERY UNPROFESSIONAL woman who said also that "I am just upset because she isnt letting me do what I want".... WOW to say the least.... The fact that someone provides this type of Customer Service is beyond me. I am VERY upset about the way I was treated but not just that..... The fact that I was set up in a payment plan and trying to request automatic payments ONLY to be told that there isnt such a plan and I'm being disconnected??? The Representative also said that on 4/28 when a call was placed to me regarding the disconnect (no message was left for me) that I answered my phone... This would not be possible as I am unable to access my phone until evenings due to my employer - FALSE! This needs to be resolved ASAP.Desired Settlement: I would like a call back from someone of a higher level to ensure that my payment arrangment is set and in process. I have 2 children and my servie cannot be disconnected. It is clear that I am not trying to run from this but just to resolve.

Business

Response:

Review: 24 Apr 2016

More than three weeks ago Xcel employees dug up our lawn and walked away without indicating when we could expect restoration. April is coming to a close and that area must be leveled and seed or sod installed; the black soil that was on the surface is now buried. The backhoe employed for destruction purposes left deep furrows in our lawn, apparently your workers did not consider protecting our lawn with plywood. This is the third complaint issued to Xcel without resolution and without any indicator from Xcel when this abominable condition will be resolved. The only response we received thus far is the complaints are forwarded to another department. Allowing this condition to linger is indicative of deficient customer care suggesting a complete lack of concern for the customer. At this juncture the only conclusion that can be drawn is Xcel does not intend to restore our lawn to its previous condition. Therefore, we will be forced to perform the restoration at our expense, which is a repeat of the condition that existed a few years ago.Desired Settlement: Restoration of lawn to previous or better conditon

Business

Response:

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

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

The worst customer service I have ever experienced. I wasn't satisfied with how I was treated nor were any of my needs met.
The supervisor I spoke with that I thought was going to help me was rude and discourtious. I am very dissatisfied with the service I received.

It is extremely sad that the Revdex.com DOES NOT deal with corporations that take advantage of a required service such as electric companies and gas companies. I just received our June/July electric bill and it is outrageous for the house in which we live. $238!! I checked with XcelEnergy for previous years' bills. Sure enough, last year at this time our bill was $267. I also checked our bill for Dec/Jan of 2012/2013. Our bill was $130 ~ even with all of our extravegent outdoor Christmas lights. We estimate each year how much our bill will be at Christmas, believing that month would be our largest bill of the year. Wrong!

I called XcelEngery today to check on our bill. Of course, I got the winter/summer rate speech from a rude customer service person who could care less about me or my family. The varience in these bills is riduculous. We are BARELY scrapping by. We DO NOT live in a big, new, or fancy house. My husband was unemployed for several years finally finding employment last October. He works his butt off for $12/hour. We cannot possibly keep paying these enormous electric and gas bills. If we are in jeopardy of losing our house, it is not from the house payment or taxes, it is from our utility bills!! This should not be allowed! Where is the control on these companies....pure and simple this is stealing from us. We have no choice, we MUST have electricity...AND because of this, consumers are being taken advantage of by corporate greed. AND there is nothing that can be done about it. EVEN the Revdex.com will not address this issue! So, what does a consumer do? Will someone please tell me what/where to do/go next to try to stop this legal theft by these utility companies?

Review: They set up a 2nd account in my name that I never authorized nor did I know about until I get a letter from a collection agency stating I owed them money on this account, I tried several times to contact there customer service about it and only got the same rude employee over & over again, but was about to find out that they are trying to double bill me for 8 days of service, but yet only decided to bill me for these 8 days over 3 months later, never once before I got the collection letter was I informed that this account or that bill even existed, so when they just sent it to collections it damaged my credit for no reason as had it been a real debit they would have disconnected my service which never happened & they would have most certainly contacted me before it got th that point, they only do these things because there is nothing that anyone can do as they are the only people in our area to get electric service from.Desired Settlement: the false account that I never authorized needs to be undone and removed from my credit report & I also expect compensation for the damage to my credit due to there negligence

Consumer

Response:

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

Business

Response:

Company records show a start service was requested by a third party on June 16, 2015 effective June 22, 2015. That same day a third party notification letter was mailed to the customer at his current premise to advise him that the service was placed in his name. On June 30, 2015, a stop service was completed on this account at his current premise due to Mr. [redacted] requesting a new start service. A final notice was mailed to his current address on August 8, 2015 for charges billed from June 22, 2015 to June 30, 2015 for $27.55. Payment was never received and the debt was referred to the collection agency on September 25, 2015. The debt was recalled in error on November 13, 2015 by the customer’s request. The debt will be transferred to his current account.On June 30, 2015, the customer called to request a start service at his current address. He was advised that the account was in his name already only his name was spelled different. Instead of combining the accounts the agent started service again using his account number from his previous address which resulted in the customer having two accounts in his name at the same address. Our agent also advised the customer that his previous premise had a stop service due to a new tenant requesting service. The stop service was effective June 30, 2015 leaving a final balance of $20.79 which was paid on August 4, 2015.When I spoke to the customer I attempted to explain to the customer that he was billed at her current premise starting June 22, 2015 when we received the request to start service. His previous premise was billed until June 30, 2015 when we received the stop service request. He was advised that he is responsible for the account until he requests to stop service. These are valid charges owed by the customer. Therefore, we will continue to hold him responsible. We apologize for any confusion this matter may have caused.There is nothing further pending at this time.Thank youTell us why here...

Consumer

Response:

Review: I lived in an apartment in La Crosse, Wisconsin, but moved out on 6/24/15. Several weeks prior to my move out date, I requested my service with Xcel Energy to be discontinue on 6/30/15 so that the landlord would have several days to go into the apartment and ensure that everything was in working order. A new tenant moved into the apartment on 7/1/15. As of 9/30/15, I have continued to received bills from Xcel Energy, and the current amount due is $82.19. I contacted Xcel Energy about this and informed them that I had moved out more than three months ago and that I had submitted a stop service request. Apparently this request never went through - I am not sure how I was supposed to know this - and the new tenant did not call to transfer service to his name until 8/31/15. Xcel Energy is holding me responsible for paying the tenant's electric bill for the months of July and August, despite the fact that I can provide proof that I moved out on 6/24/15 and now live in a completely different city. I first spoke with a male employee by the name of Terry, and then a female manager by the name of Jody, both of whom were very rude and refused to help me, but continued to insist that they are within their legal obligations and that I am responsible for the bills, despite the fact that I haven't lived there and haven't been using the services billed for. They refuse to back-date the bills for the new tenant or refund services. In fact, they refused to work with me in any way on this issue and threatened to send my bill to a collection agency. Because I do not have proof that I ever submitted a stop service request, they are claiming that I am at fault - again, how was I supposed to know a request did not go through if I did not receive any type of error message and the request appeared to have gone through? I should not have to pay the price for their system functioning incorrectly, but they stated they would only back-date a bill if an actual employee made a mistake, not for a system dysfunction. For a customer service-oriented business, their approach to customer service is appalling and I am disgusted to have been treated this way. I have worked in the customer service industry for over 10 years and am now a nurse - the #1 most trusted profession in the country - so to receive insinuations of being a liar is incredibly disrespectful, especially after being a loyal customer for 5 years. I am refusing to pay for the services that have accumulated since 6/30/15, and I will happily provide proof of my move-out date, move-in date at my new residence, and employment in a different city. I would like this resolved as soon as possible. Thank you for your help on this issue.Desired Settlement: I would like Xcel Energy to either back-date the account charges to 7/1/15 under the current tenant's name, or waive the total bill amount. I would also like a personal apology for the rude and disrespectful treatment of a loyal customer.

Business

Response:

Company records show no request to stop service in Ms. [redacted]’s name until August 31, 2015. Effective January 1, 2015, Xcel Energy no longer backdates start and stop service requests. Customers are responsible for energy consumption through the date that we are notified of their move. This is in accordance with the Application for Service tariff, which is approved and on file with the Public Service Commission of Wisconsin. The pertinent portion of the tariff states, “Company will continue to supply electric service until ordered discontinued, and customer will be responsible for payment for all service furnished until discontinued.” Ms. [redacted]’s final balance is $82.19. We apologize for the inconvenience Ms. [redacted] has experienced regarding this matter; however, she will have to resolve this issue with the landlord and new tenant.

Review: My services were interrupted illegally by Xcel energy (My address of service is [redacted] Account Number [redacted] The energy costs for the apartment are included in my rent according to my lease. Xcel energy disconnected my services on 2/3/2015. The amount due in order to restore services was a debt from a prior address. As of today, the debt was paid and a call was made to Xcel energy to inform them of the payment and to give them permission to restore services without my being present.Xcel energy refused to restore services, they said it might get turned back on by 2/5/2015. I asked the customer service rep. iF I will be compensated for my services that I am not receiving I was told No.Desired Settlement: I would like my bill to be adjusted accordingly if my services are not restored promptly as I have settled my debt. I would like my services to be restored immediately

Business

Response:

Please see the attached email sent to Ms. [redacted] today. Thank you,

Xcel Energy | Responsible By Nature

Review: my fiancé has the electric in her name and we got disconnected witch yes is our fault for not paying the bill, however we paid in full over 30 hours ago and have three young children in the house and all our appliances are electric. they told us that they get 24 hours to reconnect after paid, but now are saying they will have it on by the end of the day, im running out of money buying ice for our coolers and cant heat food for my 3,5, and 8 year old daughters. We had to borrow the $780.00 to pay and need our electric back on. They didn't wait till the end of the dasy to disconnect it so they shouldn't wait till the end to reconnectDesired Settlement: I have now spent $30 on ice and have had food spoil, so I am seeking a $100 credit on our account.

Business

Response:

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, 2015 next business day at 2:23 pm. Xcel Energy will not compensate the customer as the service was restore next business day.

Consumer

Response:

Review: We have suddenly received two phone calls from this company about our account being past due. My husband and I have owned Green Acres Mobile Home Park for 25 years. We have always paid our bills promptly. We have been receiving a strange bill from this company for almost one year. The account covers our two pump houses in our park. The bills have consistently showed a charge for pump house #2 and a credit amount for pump house #1. Now they are telling us that our account is past due almost $800.00! No explanation whatsoever about when this started or why it happened. I feel that if there is a problem with the meter on pump house #1, it should be replaced at their expense. I have also explained to them by email, that if this amount is correct, then we will be making monthly payments to them to clear it up. If it took them this long to figure out the problem, then we should be allowed to take just as long to pay it off. I think that their customer service and billing practices are severely lacking. During the two recent phone calls, they disconnected with me before they could explain any of this. It would be nice if they would adjust this billing because of THEIR error, but we are willing to pay if that is required. As I mentioned, they will just have to accept monthly payments from us.Desired Settlement: It would be nice if they would adjust this billing because of THEIR error, but we are willing to pay if that is required. As I mentioned, they will just have to accept monthly payments from us.

Business

Response:

The following email was sent to Ms. [redacted] on 1/26/15:

This is a follow-up from 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.

Review: 6/1/2013 customer moved into apartment that month she received two bills from Xcel Energy saying she already owed more than 100.00 when prior to moving in the unit Xcel Gave an average calculation of 45.00 per month on this unit. after further review it became apparent that the company was charging this customer [redacted] now June 2013 for billing from a previous address every month of 2013 including June. the customer called in and reported she moved out of the previous address Feb. 3rd 2013, called in for disconnection back then and XCEL OWED THE CUSTOMER A CREDIT BACK THEN please remove all charges and refund credit back to account. Xcel Refused saying customer would have to fax in proof, so the customer faxed in court record proof. Xcel claims to this day that they never got it (it was sent three times each time the fax printed a receipt marked "ok" which have also been faxed to Xcel.) They refuse to remove those charges. The customer continued to complain and demand they remove these charges, xcel began retaliating they tacked on three more months of service from an address even further back customer has faxed and mailed copy of court order she did not live there either, xcel will not remove those charges despite this evidence either. moreover the amount of usage Xcel Claims they customer is using monthly since complaint has more than tripled since complaint and due dates for payment have been moved up, disconnection has been threatened. each time customer sends the proof again to xcel to remove charges Xcel Sends a higher bill. Going on Now in this matter since June 1 2013Desired Settlement: For All 2012 billing/charges against [redacted] for the months of February 2012 - October 2012 to removed and refunded back entirely this includes taxes and late fees.

that service for the month of November December 2012 and January 2013 be taken from the check of $159.00 the customer supplied to Xcel and the balance of that check to also be credit back to the customers account.

for all service charges feb 3 2013 through May 31st 2013 be removed in all entirety including taxes, fees, late fees

for service charges June 1st 2013 - today be taken first from credit and that the check sent to xcel for 195.00 august 2013 become credit on the account.

Finally Xcel is Claiming that 130.00 of electricity service was used the last billing period, there is absolutely no truth in that. I believe this was done because Xcel has in fact received the evidence that they have un rightfully charged the wrong person by hiking the bill they would not have to refund as much of my money back to me so that they can continue to collect. I don't how that is fixed but I absolutely impossibly did not accumulate 130.00 worth of electricity statement [redacted] premise [redacted] is incorrect, I want that investigated.

and any claim that proof was not received or that the company needs proof I be able to send it through Revdex.com to them, since they continue to claim nothing has been received.

Business

Response:

[redacted] concerns addressed to the <[redacted]Revdex.com have been investigated. A letter responding to [redacted] concerns along with duplicate copies of her bills were mailed to her on 09/04/13. Please be informed that account numbers and any detailed usage information have been omitted due to customer privacy.

There is nothing further pending this inquiry.

September 4, 2013

<st1:street w:st="on"><st1:address w:st="on">1525 Allen Ave Apt 207

<st1:place w:st="on"><st1:city w:st="on">West Saint Paul, <st1:state w:st="on">MN <st1:postalcode w:st="on">55118-3343

RE: <st1:personname w:st="on">Revdex.com inquiry

Service address: <st1:street w:st="on"><st1:address w:st="on">1525 Allen Ave Apt 207

Dear [redacted]:

Your concerns directed to the <st1:personname w:st="on">Revdex.com ("Revdex.com") were forwarded to my attention for investigation and response. A voice message indicating your concerns were being investigated was left on August 29, 2013.

In your inquiry to the Revdex.com you are concerned with charges from the address of <st1:street w:st="on"><st1:address w:st="on">200 S Winthrop St Apt 108 past January 30, 2012; charges from <st1:street w:st="on"><st1:address w:st="on">566 Hall Ave Apt 1 from February through June 2013, and usage charges from your current residence at <st1:street w:st="on"><st1:address w:st="on">1525 Allen Ave Apt 207. I will try to address your issues as you requested in your letter to the Revdex.com.

1. Account records show that on February 6, 2012, you contacted our offices and ended the service at the <st1:street w:st="on"><st1:address w:st="on">200 S Winthrop St. address effective February 2, 2012 and final bill was mailed.

No other charges have been assessed on your account for the <st1:place w:st="on"><st1:city w:st="on">Winthrop address past the end date stated above; a copy of the final bill is enclosed for your convenience.

2. Account records also show that on July 10, 2013, you contacted our offices and stated that you were being billed for the 566 Hall address past your move out date of February 2, 2013.

You were advised by our agent that the service at the Hall address had been ended as of June 1, 2013 when the apartment complex had called in and started service for the new tenant. You were advised by a specialist that in order to correct the move out date documentation such as a move out form was needed, the specialist further attempted to assist you by offering to contact the owner of the property and confirm the date but was unsuccessful.

On August 1, 2013, you stated that the proof you had vacated the premise had been faxed when you moved out, you were advised we did not have a record and to please re-fax this information, you were also advised the process could be quickly resolved if the landlord calls our offices and takes responsibility of the service.

Page 2

September 4, 2013

On August 8, 2013, account records show our correspondence office processed a court order to vacate <st1:street w:st="on"><st1:address w:st="on">566 Hall Ave Apt 1 as of January 31, 2013, a request was sent to our billing department to cancel the pertaining charges. Also, on August 8, 2013, an itemized statement was mailed to you and a copy is enclosed.

On August 26, 2013, our billing department completed the cancellation of charges for the <st1:street w:st="on"><st1:address w:st="on">Hall Ave address from February 1 through June 1, 2013, and the late fees were also canceled. For your convenience a new itemization showing these canceled charges is being enclosed.

3. You are the customer of record at the <st1:street w:st="on"><st1:address w:st="on">1525 Allen Ave Apt 207 from 05/31/13. The charges for this address have been appropriately billed based on the electric usage for this address. The bill dates, reading dates and due dates are based on your current billing cycle and they may vary if the meter is read a day earlier or later.

Copies of these bills are also enclosed for your convenience: Information is being omitted due to customer privacy

All of the meter readings for the above bills are actual readings, the daily average temperature from May to June was 73 degrees, from June to July was 80 degrees, and from July to August was 74 degrees. The use of air-conditioning during the summer months increases the usage and the electric bills cost. The most recent reading received already reflects a high usage for the past two weeks and recently the State of <st1:state w:st="on"><st1:place w:st="on">Minnesota was under a heat advisory. The next full month bill is being mailed in the next few weeks. The <st1:street w:st="on"><st1:address w:st="on">Allen Ave premise has history of usage increases during the summer months; the average provided to you was based on the previous tenant’s 12-months and may include periods of vacancy. Xcel Energy recommends our customers to wait for at least 12-months of their own usage to have a better reflection of their average bills.

Your payment was applied to your account as follows (please use the new enclosed itemization for the service dates on the following bills):

Information is being omitted due to customer privacy

Page 3

September 4, 2013

You also expressed concerns about unauthorized used of your personal information. Your privacy is very important to us and we do not provide your personal information to others. On July 10, 2013 our correspondence department completed your request for a 12-month billing history. The information was sent to you at via an encrypted e-mail at Information is being omitted due to customer privacy

On July 11, 2013, you responded to the e-mail stating that you would not follow links we send via email because they could drive you to set up email accounts at other places. You further stated you were entitled to the information you had requested and you would report our refusal to supply the billing information to the Public Utilities Commission.

As you were advised by our correspondence department on July 15 and 18, 2013, the link sent to you was a secured e-mail link and you had not been denied information. In order To view the details of your consumption and billing you needed to select the link provided in the message and create a password.

You were also advised of Xcel Energy encryption policy and that we are required to encrypt outbound e-mails that contain Personal Identifiable Information (PII). PII is composed of account numbers and billing information which includes energy consumption information or other personal information (SSN, Driver's License, state ID, etc). Recipients will receive a notification e-mail message advising them of the secured message. The recipient will click on the link in the e-mail or copy and paste the link into the address bar of the browser window. First time users will be required to establish a passphrase. Returning users will be required to enter their passphrase.

You were further advised that for your convenience, you were also able to access your Xcel Energy account online through My Account/eBill. This resource will allow you to view an account summary, receive and pay bills online, maintain account information and conduct usage analysis.

Xcel Energy does not sell your information, nor do we otherwise disclose information about you except to service providers that perform work on our behalf, to comply with legal requirements, or with your consent. You can review our Privacy Policy outlining how we collect, store, safeguard, and share your private information on our website at:

http://www.xcelenergy.com/staticfiles/xe/Admin/Xcel%20Online%20Privacy%20Policy....⇄ />
On behalf of Xcel Energy, I want to thank you for sharing your concerns and we appreciate the opportunity to provide additional information to you. If you have any additional questions or concerns, please contact me at 303-571-7084, or our <st1:place w:st="on"><st1:placename w:st="on">Customer <st1:placename w:st="on">Contact <st1:placetype w:st="on">Center is available 24 hours a day, seven days a week at [redacted]

Sincerely,

Customer Advocate Analyst

cc: [redacted] – Trade Practice Consultant – <st1:personname w:st="on">Revdex.com - Case ID [redacted]

Enclosures

Consumer

Response:

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.

Maria Lynch September 4, 2013

1. Account records show that on February 6, 2012, you contacted our offices and ended the service at the 200 S Winthrop St. address effective February 2, 2012 and final bill was mailed.

I reject the solution above written by [redacted] for Xcel Energy. A refund/credit of $28.62, and deductions February 1st & 2nd are requested for the period of January 2012 through March 2012, Part one of the Revdex.com complaint. Here is the road to that number (amount) to be refunded.

Statement Number [redacted] – December 2, 2013

Statement says that a transfer from 2005-2007 at a previous address is charged to customer between October and December 2011 the amount owed is $1,162.51

Statement Number 30629370 – January 5th, 2012

Says that only a $500 payment was made; Invoice is 403695414 and it says the meter was lasted read on January 4, 2013 and this statement showing only $500.00 made the day after meter being read January 5, 2012 the amount owed is $664.68

Statement Number 313190539 – February 3, 2012

Revdex.com case Maria Lynch for Xcel Energy says the service ended on February 2, 2013 (page 1, number 1)

This bill invoice number is [redacted] period is January 4, 2012 – February 2, 2012. It says the last meter reading was on February 2, 2013. Xcel states service ended on this day. The statement the previous balance was $664.68 on January 4, 2012. It say payment $669.00 was paid by February 3, 2013. (That was an overpayment of the $664.68 due.) Also, there a nuclear settlement credit of $3.75 given to the account. The remaining balance is now positive $8.07 (credit) as of February 3, 2012 with all service through the date of February 3, 2012 paid. It says energy charges February 3, 2013 are $28.62. $8.07 credit is deducted from that, the final amount due is listed as $20.55 other important facts about this bill: next meter reading March 3, 2012. Money due March 2, 2013

Statement Number 313348109 – February 6, 2012

This bill invoice number is 408169466 period is identical to Feb. 3, 2012 bill January 4,2012 – February 2, 2013 it says the last meter reading was February 2,2012. This statement says the previous balance was 20.55 on January 4, 2013. It says no payment was received through February 6, 2012. It shows that it cancelled bill of $28.62 and the remaining balance after that deduction is positive $8.07 (credit) there is no nuclear credit of $3.75 shown on this statement. It then shows a charge of $28.62 as of February 6, 2012. The final number on this statement is $20.55 same as previous bill. Other important facts about this bill: Next meter reading March 3, 2012. Money due March 5, 2013

Final Service Address Xcel Contact March 19, 2012

Prior to June 2013 the last communication from xcel energy about this service address and final billing is a letter dated March 19.2012 it say our records indicate your final bill remains unpaid. $20.55 owed April 2, 2012

Refund Requested

Clearly the final amount that xcel energy charged the customer for this address was $20.55 on February 6, 2013. It is that previous bill of $28.62 from February 3, 2013 was reversed and the final balance was positive $8.07 after that. Everything from this address was paid by that point and I had been out since January 31, 2013 xcel stop billing February 2, 2013 there was nothing for me owe back.

Xcel reapplied the $28.62 which was cancelled on the 3, 2013 on February 6, 2013 on the same bill and the invoice amounts are Identical to the on both bills. I don’t owe xcel $28.62 they owe it to me.

In the Revdex.com complaint Maria Lynch states that she made no reversal for this service address in the resolution of Revdex.com complaint therefore this amount is still on record in the amount the company shows due today. I want $28.62 removed from current balance.

Xcel states I called in on February 6, 2012 and had them stop service February 2, 2013. Xcel is mistaken these are the dates the apartment manager would have given. I on the other hand would not because I vacated the unit and returned possession to the apartment by sheriff writ on January 31, 2012. The last week of January I called I’m not sure if it was the 28, or the day before I moved January 30, 2012 but I know that I did call, I order disconnect date 1/31/12 and I mailed and fax the sheriff writ to xcel in July 2013 and august 2013.

I am not responsible for charges on February 1, February 2, February 3, February 4, February 5, and February 6, 2012. In addition to restoring my account to final balance $8.07 credit to reflect the payment & billing history through February 2, 2013 when xcel claims they stopped service. A credit amount for both those days in February needs to be restored to the current account balance. Sales tax, and late fees charged based on the $28.62 and $20.55 should also be credit to the current account balance.

As I stated because I have a brain injury I must be able to take this process slower and one piece at a time to catch up. So this complaint/document covers the matter of billing beyond date of service address in 2012. I’d like to focus on this issue only to get it resolved.

The next complaint/document will cover billing January 2013 – June 2013

Sincerely,

Account number

Consumer

Response:

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.

I am sorry but I am unable to open this password protected message. I have no idea what you have written. When speaking with Revdex.com in September they messaged me directly via. email. Is it possible to contact me directly via. email? If not either alternatively by phone or mail is the only way I can receive the information you have for me.

Review: I moved out of the home when the bank repossessed it. Xcel energy has continued to bill me for having service at my previous home address [redacted]. I had a zero balance owed Xcel energy when I vacated the home. I am now being billed $277.34 and threatened with legal action if I do not pay. There was no electrical use of the home. Wells Fargo disconnected the power, however Xcel is claiming I was still a customer and was charged a regulatory fee monthly and late charges monthly. I was an online billing customer, so I did not receive paper bills. I was unaware this monthly fee was being charged until I received a bill in the last 2 months. I have contacted Xcel energy and they just discontinued service in March. They refuse to adjust my bill unless I can prove I cancelled my service with phone records.Desired Settlement: I ceased to be a customer when I was evicted and notified Xcel . As such, Wells Fargo became the owner of the property and should be billing for all subsequent charges from the date specified.

Business

Response:

Company records show that [redacted] started

service in her name at [redacted] on December

12, 2003 and service remained in her name until February 7, 2015. Ms. [redacted] claims she moved out of this

address in February 2014, but we have no record of her contacting the Company

to stop service until February 7, 2015. Ms. [redacted] was on the E-Bill program and continued

to receive bills electronically until service was stopped. She was also being sent a Notice of

Discontinuance nearly every month to the mailing address of [redacted]. Ms. [redacted] is

being held liable for the final charges of $277.34 in accordance with the

Application for Service tariff that 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] will need to provide proof that

she contacted the Company to stop service in February 2014 to have the final

balance adjusted. She may also want to

contact Wells Fargo to see if they will agree to pay the final charges. As of May 1, 2015, the final balance has been

referred to Affiliate Credit Services [redacted] for collection.

Consumer

Response:

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.I cancelled my service online. I also called Xcel when I moved. I don't have that phone number anymore and therefore do not have access to old phone records. I spoke with Xcel Energy and was told that any account 60+days past due would have services terminated and charges would stop accruing. So it brings to question why charges were continuing to accrue on this account for over a year? Xcel Energy did not seek to remedy late charges or the account balance until I discovered I was still being charged and sought to terminate the account. Within 30 days I was referred to collections. This should have occurred in April 2014.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

We do not have record of an online request from Ms. [redacted] to

stop service. If Ms. [redacted] can provide

proof of the online request, we would correct the stop date to the date of the

request. We also do not have any record

of Ms. [redacted] contacting us by phone from the date she called to report a gas

leak on September 27, 2012 until she called on February 7, 2015 to dispute the

final balance. Records also show that a

number of the disconnect notices were issued during the Cold Weather Rule

period of November 1 to April 15, when we cannot disconnect service. Others were issued when the balance was relatively

low making it a low priority for our Credit Department to work during the

months we could disconnect service.

However, as stated previously, we were sending disconnect notices nearly

every month to the same mailing address Ms. [redacted] has listed on her inquiry, so

she should have received those notices.

The account was stopped on February 7, 2015, and the balance was

referred to a collection agency on May 1, 2015.

As stated previously, Ms. [redacted] is responsible for the charges in

accordance with the Application for Service tariff unless she can provide proof

that she contacted us prior to the current stop date of February 7, 2015.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Xcel Energy has stated they did not cancel my account because it is a "low priority". I have another account with Xcel and receive everything through[redacted]. I have never received any correspondence regarding the WI address at either gmail account. I didn't log into mycheckfree (you either receive paper bills or electronic) since I didn't think I would be continuing to accrue charges. I am remarried and have asked Xcel Energy to update that. I had a zero balance in February of 2014 when the home was seized by Wells Fargo, all utilities to the home disconnected by their property crew, and my locks changed. I contacted all utilities - internet, trash, electricity, etc and removed myself as owner. The home was sold at auction in August. I do not know why Xcel Energy has not attempted to collect the money from Wells Fargo. I can not "make" Wells Fargo do anything and find the recommendation for me to try and collect/make Wells Fargo pay absurd. I contacted Xcel Energy when I received the only bill I have ever gotten for $200 +, Xcel removed the late charges and I was assured I would be called back by a supervisor to remedy this, instead it was sent to collections. I proposed paying for charges from February when the home was seized until the home was sold in August. I don't believe I am responsible but considered it a good faith effort to remedy and save my credit rating since I still "technically" owned the home until then. Xcel has refused to either contact Wells Fargo for payment or respond to my requests to speak with a supervisor and set up a payment plan.

I am highly disappointed that this company does not know the laws of telemarketing. To receive not one but two phone calls around midnight is not okay, in fact it is against the law to call any person after 8 pm with any advertisements, announcements, and broadcasting.