Xcel Energy Informative - Crappy Complaint Response - power company
ST PAUL, MINNESOTA -- I moved to a new apt. in Aug of 05. The mgrs subsequently sent notification to Xcel energy regarding my tenancy with instructions to begin service record for me. I never received a bill and made many attempts over the year to get Xcel to respond. In person visits had me being told they would send a bill - nope! Phone contact? Nope! finally I received a bill that summer in July for the entire yr's charges. No apologies. No explanations. Just a demand for immediate payment. Being I am hearing impaired, contact is difficult so I resorted to using Xcel's website to make my displeasure known. I felt that Xcel owed it to me after an entire yr trying to eat this huge charge since they were the ones who messed up. They refused to offer anything but a payment "spreadout" not to exceed a yr...basicly I was to be 'stuck' with a 'doubled' power bill. Because of my financial situation this was completely unworkable and since Xcel refused any but this option I finally agreed and got a bill for a doubled amount - which I paid. I never got any further bill and Xcel promptly 'lost' my acct again. Contact via website was a loser from the start and the only responses from Xcel was repeated billing for the entire amount - my power was finally cut in Dec 06 and I filed with the BBB. Xcel then assigned me a customer advocate that basicly did nothing but push the company 'spreadout' plan line. With this going nowhere, I contacted an attorney who advised me to file with the attorney general and to also apply for energy aid. My aid was denied because I made too much - no luck there. To date I sit without power(luckily the heat is paid by the rent) and I am awaiting the results of the AG's inquiries and/or pressure. Suffice to say I am P.O.d in the extreme. My treatment by Xcel was arrogant in the extreme and while I admit I did indeed use the electric since moving in, trying for a yr to get action is absurd and the unfriendly attitude is dismaying in a public utilities firm. Their website sucks and is gravely in need of work...especially for those who are handicapped and/or otherwise need alternate methods. Connecting with a problem was nearly unworkable because the website insists on things like phones etc when you may not have one..their inflexible pattern is appalling so be warned...
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