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. I am contacting you because I could not find a complaint department for them. I reached out via email on 10/18/22, but received no response. I contacted them on 9/12/2022 with concerns about my Electric Meter malfunctioning in August and September. I regularly check my online usage to budget appropriately. Initially, I spoke to a representative who could not assist and refused to connect me to Billing as requested. I asked for a supervisor and was transferred to a senior representative for escalated calls. I explained my concerns: the Electric meter showed zero readings from 8/14 to 8/19/2022, then on 8/20/22 it showed a usage of 260 kWh, which I assumed was for the previous zero readings. The meter stopped reading after 9/5/2022, and I was concerned about the large bills despite high usage over the last year. I requested to speak to Billing, but was denied. The representative said they would inform Billing to check the Electric meter. An appointment was scheduled for 9/15/2022, and two City employees replaced the Electric Meter. They inquired if it had been changed recently, and I mentioned it might have been 2-3 years ago. No one from the utility company followed up about billing or any other issues, and it has been over a month. I called again on 10/17/22 and spoke to a representative about not receiving a bill. I was informed the account was flagged but not yet processed, and it would be ready in 30 minutes.