Colorado Springs Utilities
Reviews and Complaints

In March 2022, I had a payment returned, which was the first time in over 8 years of having an account with Colorado Springs Utilities (CSU). After the payment was returned, I made a payment arrangement through the CSU system because I received an automated call saying that a payment needed to be made. The arrangement was for the remaining balance of around $1200 to be paid on May 9, 2022. However, on April 26, 2022, CSU claimed that they noticed the payment arrangement and, in their opinion, it shouldn't have been entered. They considered it null and void and removed it from my account without notifying me. Consequently, the next morning, my electricity was automatically shut off by their automated system due to non-payment. I didn't receive any disconnect notice, phone call, or letter. Luckily, when I made the arrangement, I was wise enough to take a screenshot of it on the date it was made. I have spent over 3 hours on the phone with CSU, but we haven't reached a resolution yet. I believe that if they choose to break their agreement with me, which was already accepted, the least they can do is provide a guaranteed notice to me or any customer.

I've been on budget billing with CSU for several years with no issue. It's been very convenient to pay the same amount and have the same amount drafted from my bank account. But the past several months, the amount kept changing. It used to be $180 something, so I changed my automatic bank payments, then it went to $190 something and I changed my auto bank payments, then it went down to $152 and I changed my bank payments again. Then it bumped back up to $190 so it showed I was short $40 from the $152 I had set up the previous month. I received a letter saying I had to pay the $40 shortage by 8/17 or I would get kicked off of budget billing. I had just returned from out of town on 8/17, read the letter about the 8/17 due date and so paid the $40 on 8/17 so I had a 0 balance and I should have been kept on budget billing based on the letter I had received. But then I received a letter (dated 8/17) that I hadn't paid the $40 by 8/17 and I was being kicked from budget billing. This month I received a bill for $415.23 saying $252.72 was past due. How can that amount be past due when my balance was 0 on 8/17? Why was I kicked off budget billing when I paid the $40 by 8/17 as requested?

I just got a call from a CSU.org employee named ***. We had a long chat about these things and my future concerns. She was nice. She had some info, but couldn't answer all the points/questions. So, I decided to fill out this form for "historical" info. No need to reply to this ComplaintsBoard.com complaint. *** took care of it. Thanks ***.*** Data Breach: June 15th, 2022. Colorado Springs Utilities WAS told on July 6th, 2022. Letters TO TELL CUSTOMERS WERE PRINTED on July 14th, 2022. ( LTRX *** RES_INFORM_1 LTR-*** stored by ,,,"One of our subcontractors was accessed by an UNAUTHORIZED PARTY. INFO INCLUDED NAMES, ADDRESSES, UTILITIES ACCOUNT NUMBERS, IN MOST CASES *** NUBERS AND/OR EMAIL ADDRESSES." (CAPS ARE MINE.)CSU.ORG WEBSITE, included in the letter a link: www.csu.org/DataDisclosure. There it says *** customers were affected! First time I call csu.org, the CS Agent said, "It was just a "few" people, and NO personal info was disclosed." It sounded rehearsed! I POLITELY ASKED HER, " What is YOUR Email address, phone number, and home address?" She was silent. I then asked her, "Don't you consider those things "Personal"? She then said, "Yes." I reminded her that "few" means MORE THAN 3. Boy howdy, I consider *** (probably MORE honestly) definitely greater than 3.I WANT TO KNOW THE FOLLOWING:1. WHICH CITY/STATE STORES MY *** THAT WAS HACKED? (NOT asking for Names or subcontractors.)2. WHICH CITY/STATE PRINTS THE *** BILLS?3. DOES SAME CITY/STATE THAT PRINTS *** BILLS MAIL BILL BACK TO COLORADO SPRINGS?4. CSU.ORG SAYS THE *** HACK (MY WORD) IS NOT SENSITIVE. " DESPITE THE LIMITED NATURE..."I WANT THE *** NUMBERS OF THE ***. HE WON'T CARE, NOT IMPORTANT. ALSO THE REST OF THE "EXECUTIVES AND LEADERSHIP" TEAM MEMBERS.

My name is ***, a former City Utility employee for several years and a retired *** Child Welfare Manager. I am appalled by my current experience with City Utilities (CSU). I am contacting you because looking online I could not find a complaint department for CSU. I reached out to *** on 10/18/22 via e-mail, no response back. I contacted CSU *** on 9/12/2022 with concerns regarding the Electric Meter not functioning properly in August and September. I regularly check online usage so that I can budget appropriately. Initially, I spoke to *** he could not help, said he could call me back, but he refused to let me speak to Billing as I requested. I asked for a supervisor and he transferred me to *** who stated she was a senior representative for escalated calls. Explained to *** concern: (1) Electric meter did not function properly from 8/14/ to 8/19/2022 and showed zero readings for those dates, then on 8/20/22 it shows usage 260 kwh which I assumed was for readings that showed zero on the dates mentioned (2) Electric meter stopped reading entirely after 9/5/2022 and (3) I stated the bills are extremely large something has to be wrong even though high usage has been shown for the last year. I asked to speak to Billing, but *** checked with billing, again would not let me speak to anyone in Billing. She stated I will tell Billing you want someone to come out to check the Electric meter, *** scheduled an appointment for 9/15/2022 between 8 a.m. to 12 p.m. two City employees came out and exchanged the Electric Meter. They asked if the Electric meter had been changed recently, I said maybe 2-3 years ago. No one from CSU followed up with how they would bill or anything else, it has been over a month. I called *** again on 10/17/22 spoke to *** regarding no bill yet. *** told her the account was flagged, but not done, will be ready in 30 minutes.