Xcel Energy

Records show that the [redacted] was installed per the customer’s request on July 19, 2017, and was removed on July 20, 2017, also at the customer’s request [redacted] called [redacted] to ascertain if they were still having a/c issues and to arrange an appointment to go to the premise, but [redacted] indicated that the a/c was running fine So nothing further was done

I am rejecting this response because: I have been in contact with a representative from xcelI was told that the cut down limbs were going to be picked up from my neighbor's yardSomeone came and removed limbs from my yard but these were not the limbs that were cut down by xcelThe limbs were left in my neighbor's yardThe representative from xcel said she would have the company come back to my neighbor's house but as of today, the limbs are still there

Company records show that Ms***’s electric service was disconnected on May 24, 2016, for nonpayment of the past due amount of $ On May 25, 2016, we received confirmation of an energy assistance commitment of $and an order was subsequently issued to restore service We advised Ms [redacted] that service would be restored within the next business day We went to restore service on May 26, 2016, but no one was in the office to give us access to the meter room in the basement We did not call Ms [redacted] for access because tenants do not usually have a key to the meter room We were able to gain access to the meter room the afternoon of May 27, 2016, and restored Ms***’s electric service

Initial Business Response / [redacted] (1000, 6, 2015/11/06) */ I received confirmation from the manager of Gas and Electric Metering that the issue was resolved November after we received permission to cut a root from the customer's tree, which was causing the issue Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/09) */ Thanks for the follow up [redacted] The issue has been resolved by Xcel Energy

I am working on my response and will send asap.Thank you,Angela B [redacted] I need to send my response but since I sent a message earlier it won’t allow me to enter my response Here is my response to Mr [redacted] Please let me know if I need to enter my response in the website and how I can do that.Response:Company records show a disconnection notice was mailed on January 27, for $On February 15, a phone attempt was made to the customer His gas services was disconnected for nonpayment on March 1, On March 1, 2016, the customer requested to speak to a supervisor He was advised he could speak with a specialist and the call was transferred He was advised that our records don’t show he is on Auto Pay and he was sent late payment, past due , and disconnect notices via email and to his premise We have not received any returned mail Our records show the customer is on electronic billing since November 4, The customer stated he doesn’t check his bills or account since he assumed he was on Auto PayThe customer also requested that his reconnection fee be waived We are unable to waive the reconnection fee, which is an approved tariff on file with the Colorado Public Utilities Commission, Sheet No12, Schedule of Charges for Rendering Service, which allows us to charge a fee of $to restore service within hours and $to restore service within hours A charge of $was added to his March 4, bill in accordance with this tariff The customer disputed the reconnection fee and stated he didn’t want to be reconnected He was advised to contact us when he agreed to accept the charges The customer made a payment on March 1, for $ A turn on order was issued on March 2, and service was restored that same day His current balance is $Thank youAngela B [redacted] Xcel Energy | Responsible By NatureCustomer Advocate AnalystLarimer St, Ste Denver, CO P: ###-###-#### F: ###-###-####E: [redacted]

The customer will need to file a claim with our Claims Department so that they can conduct an investigation into his claim of damage caused by our crew He can file a claim with Claims Investigator Paul [redacted] at ###-###-####

Customers are responsible for energy consumption through the date we are notified to discontinue service As a regulated utility, Xcel Energy must follow the rules approved by the [redacted] *** which 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 I have searched company record but was unable to locate a record of a request to discontinue service by [redacted] ***On November 2, 2017, I spoke with [redacted] and asked if she would have called from any other phone number to which she provided the same number as we had on file and I was unable to locate any phone record from the past daysI advised that services remained in her name until we were notified by the new occupant to begin service in their nameWe have e-mailed an itemization of charges since August and advised any dispute would be between her and her landlord or occupant if differentOn November 2, I provided the contact number for [redacted] which the debt was currently assignedSince that time the debt has been re-assigned to Diversified Adjustment Services at [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ Per e-mail correspondence with the customer, provided analysis which found the service was finaled in July as requested and the final balance is an accumulation of multiple monthly billsThe customer was also advised of the balance in September prior to it being referred to collections A new account was established as mentioned in the complaint for the new service address in October by the property ownerThe previous account balance was not immediately transferred to the customer's new active account due to a spelling discrepancy between the accounts which is displayed on correspondence and monthly bills, we are able to correct spelling at any time upon notice from customersThe balance is accurate since it is a past debtI reached out to the customer on December and agreed to work with them while they seek energy assistance over the next ten business daysIf further energy assistance is granted for the customer, we have payment arrangement options available Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/30) */ The customer indicated that he/she accepted the business response

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] ***

Company records show a disconnect notice was mailed on April 26, 2016 for $316.47. On May 13, 2016, a phone attempt was made to the customer. Our collectors also make an attempt to collect payment prior to shutting off the service. If there is no answer a notice is left on the door... prior to shut off explaining that service has been turned off and a number to call to issue a payment in order for service to be turned back on. The service was disconnected for nonpayment on May 18, 2016.On May 20, 2016, I contacted the customer and offered to restore service for $113 and set the remaining balance on an arrangement. The customer declined due to no funds. I referred him to our PAR Department for energy assistance which he also declined. The customer stated we shut him off without notice and demanded the service be restored. When I informed him that we did provide notice and needed payment before he can be restored he got upset and requested the call be escalated to my manager. My manager offered to restore service with the first installment of $114. The customer declined.On May 23, 2016, the customer paid his past due balance of $575.57. A turn on order was issued and service was restored the same day. His current balance is $109.42. There is nothing further pending at this time.

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ Thank you for your patience as I researched your neighborhood concern Our restoration standard is to use black dirt, grass seed and Futerra mattingHowever, many Mounds View residents requested that sod be installed to match the City's restoration project area, which is adjacent to our restoration area We've been working with the City of Mounds View's general contractor to use the same sod mater that they used on the rest of the city projectIt is anticipated that this will be completed by the end of September, with 30-days before freezing temperatures to allow time for the sod to become established I hope you find this information helpful and apologize for any inconvenience this may have caused Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Waited until October to reply to give them time to uphold the promise of by the end of SeptemberAs of today there has been nothing done at our home or in the neighborhoodWe have paid our lawn service to come out and seed the areasSince it is late in the season to either seed or sod, do not know what those areas will be like in the Spring

As previously stated, the customer had no usage on the gas meter from July 9, to August 26, Subsequently, even if he had requested to shut off the gas service, he still would have been charged the basic service charge after stopping service because the service needs to be off for a minimum of months to not be charged the basic service charge This is in accordance with tariffs approved and on file with the Minnesota Public Utilities Commission and we are required to apply these tariffs to all our customers Therefore, we cannot remove the $basic service charge

Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Payment arrangements allow customers to divide a total arrears balance over multiple monthsReasons for removal of a payment arrangement include a missed installment, short payment or payments returned from the bank (exampled Non-sufficient funds)If a payment arrangement has been removed for any reason a customer is typically asked to pay the total balance in arrears to avoid disconnection I spoke with the customer of record January 21, and agreed as a one-time alternative to paying the balance in full to re-establish the payment arrangement and reconnect service if they pay the installment amounts plus bills accrued from when the previous payment arrangements were removed The customer was satisfied with this solution Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/04) */ The customer indicated that he/she ACCEPTED the business response

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ The payment was withdrawn on schedule and has been withdrawn the first part of the month for yearsMr [redacted] needed the money back because he has a funeral to attend this weekendDue to fees and expenses associated with reimbursement or reversal of [redacted] , payments Xcel Energy will not reimburse the payment if it was not withdrawn in error I spoke with Mr [redacted] on January 6, to explain our position and discuss concerns regarding receiving differing informationPersonnel matters are handled internally Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was a lot more that was said and its not noted hereI never received a call about the calls the person told me they would check it out just to seeBut other than that everything could be alright

I received a response from our Vegetation Management department regarding your concern filed with the Revdex.com They confirmed that in March you requested a safety zone for the trees on your property and provided the attached/signed work permitThe permit states that all brush and debris will be left on siteTherefore, Xcel Energy will not be returning to clean up or remove the brush.The permit also identifies that a truck will be driven in the yard After you (or your contractor) have removed the brush and debris, you may contact customer service at ###-###-#### and request to file a Vegetation Management Customer Complaint to address your concerns with any ruts left by their trucks in your yard Once this is filed, Asplundh will follow up with you directlyThank 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

The Average Monthly Payment (AMP) plans are reviewed by the system at 3,and months and need to have a $variance from the current AMP to get changed For this customer, July was the ninth month The system looked back at August, September and October for consumption history times the current pricing Based on the current balance at the 9th month and lasts years consumption, the difference was $32.00, so no adjustment was made The higher than expected trbill was due to the customer's increased electric usage in the last three months of the AMP year Attached is a spread that has two tabs and explains how it is calculated Note there are two tabs at the bottom of the spreadsheet to review

I spoke with Ms [redacted] on July and we agreed to payment arrangements that were mutually acceptable

Meter readings measure the amount of energy consumed as opposed to the purpose for which it is used. Per the customer’s request, another meter reading was obtained 3/(79901), which is in line with the 3/(79596) and 2/(79093) meter readings. This shows that billing is
correct. Therefore, no billing adjustments will be made. I spoke with MsMoore and explained that her account remains in good standing and how to conduct a breaker test. She may follow up with customer service regarding: • Online Account Management/ebill notifications • AMP questions• Payment arrangements (if needed)• Energy Audits available• Watt Meter check out

A "hold" prevents any late payment charges, disconnection notices and/or disconnection of service for balances that are past due.Per review of the February conversation, the customer service agent setup on an Averaged Monthly Payment plan which goes into effect when the next monthly bill is sent and does not affect any previous balance.To explain the plan that this agent setup:Averaged Monthly Payment is a plan in which customers pay an agreed-upon fixed amount each month for a twelve month period with the twelfth month being a trmonthThe Averaged Monthly Payment plan does not adjust any past balance and begins with the bill mailed after the plan is setupThis plan does not reduce how much is due in a given year; it only provides an average bill if that is more convenient to pay.A trmonth means any difference between your average monthly payments and the total yearly balance is billed or credited to the 12th monthly bill Averaged Monthly Payment plan is reviewed every three months, if it appears the estimated average will be significantly under the total charges for the year the average will be adjusted and it will be on the following month's statement

I spoke with *** *** regarding her accountThe current balance is $4,Ms*** has used a medical hold for her accountThe medical hold recently expired on May 8, We agreed to a payment arrangement to address the balanceTerms of the arrangement include a down
payment of $to be received by May 26, and then monthly installments of $beginning June There is nothing further pending at this time