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Staff Files Xoom Investigation Settlement Update
Staff filed a letter of correspondence regarding XOOM. Per the joint settlement, XOOM has paid the forfeiture, made the donation to the bill payment assistance program, and sent the required letters to customers.
Refund checks of $75 will be issued to eligible customers within 4 to 6 weeks.
As background, the PUCO has opened this investigation into “alleged unfair, deceptive, or unconscionable acts or practices” by retail gas and electricity supplier Xoom Energy Ohio. This investigation was prompted by a Staff recommendation, which stated that Staff had sent a notice of probable non-compliance to Xoom on 6/21/21, but that “After many discussions, XOOM and Staff were unable to resolve the issues raised in the Notice. Staff continues to have concerns regarding Xoom’s compliance…” Staff alleged, “…more than one independent representative of XOOM’s channel partner, ACN Inc., was soliciting Ohio consumers via telephone then enrolling the customer through Xoom’s website, giving the appearance of an internet enrollment instead of a telephonic enrollment. Xoom’s agent completed the enrollment online, not the customer.”
Although the Staff report that Xoom has cooperated with Staff over the past year and took several corrective actions, Staff ultimately recommended moving forward with a formal investigation.
Staff Letter 06/25/2024
Opinion & Order (04/17/2024)
Opinion & Order that the Commission adopts the joint stipulation and recommendation entered by Staff and XOOM Energy Ohio, LLC.
22-0267-GE-COI (Opened 04/18/2022)
In the Matter of Xoom Energy Ohio, LLC – COI-Commission inquiry
