Residential service plans

XOOM Energy Deposit Policy

Standard Credit and Deposit Policy

The services provided by XOOM Energy Canada are contingent upon a successful credit review. In the event your credit review results determine that you do not meet XOOM Energy's minimum credit requirements or you elect not to authorize a credit review, you may be offered the option to pay a deposit to secure your services. The amount of the deposit required is determined solely by XOOM Energy unless required otherwise by local regulations which shall be detailed below.

Evaluation Process:

To cover XOOM Energy's credit exposure, XOOM Energy offers each applicant the option to pay a deposit or agree to a credit check. XOOM Energy does not have access to the utility payment history of the applicant so we rely on Equifax; being well-established credit agencies to evaluate forecasted timeliness of future payments. This credit check does not impact your overall score. Most often applicants meet the minimum credit requirements with no deposit needed and the enrollment can proceed.

Residential Customers

XOOM Energy relies on the Equifax risk score model to evaluate a residential customer's credit. This is different from a FICA or Beacon score that is typically used when applying for a mortgage. The Energy Risk Model is designed specifically for the utility industry. The model calculates the customer's Equifax risk score by placing a larger emphasis on your previous payment history to industries such as utilities, cable and wireless communication companies. This, along with your remaining credit history, will produce your final score, which XOOM Energy will use to determine whether a deposit is required.

Business Customers

XOOM Energy uses Equifax Business Delinquency Score Model to evaluate a business customer's credit. This is designed for Canada businesses across all industry types and sizes. The model will calculate the customer's score by evaluating characteristics and payment history contained within their business credit profile. Based on the score produced by this model, XOOM Energy will then determine if a deposit is required.

Reasons A Deposit May Be Required

It is important that the information XOOM Energy sends to Equifax corresponds to the information on the customer’s credit file. Otherwise, the results of the credit review may not be accurate, and the customer will be asked to pay a deposit to continue their enrollment.

There are several factors that may impact the results of the credit review including, but not limited to, name and address discrepancies, fraud alerts, file irregularities and/or a lock on the customer’s credit file, as well as their credit score. 

Deposit Options for Residential Customers (Based on Customer's Credit Score)

A.  Deposit Waiver Options:

  • Customer is currently 65 years of age or older with a valid ID
  • Customer has had no more than one late payment over the past 12 consecutive months of service with your previous energy provider (Letter of Credit)
  • Customer has been determined to be a victim of family violence
  • Customer is an existing customer and does not have a past due balance in 6 consecutive months.
  • Customer is active Military personnel and can show Military orders
  • Customer is in good-standing with current provider (3 bills showing they have paid on time and in full)

B.  Manual Review:

During the online enrollment, all customers have the option of a manual review, where XOOM Energy's credit department will take a second look at their credit file to determine if the deposit requirement may be waived. An email with XOOM Energy’s final determination will be sent to the customer.

Please note, if a customer chooses one of the above options, their enrollment will not be submitted until XOOM Energy has certified that the information provided fulfills the requirements.

To check the status of your credit review, subsequent manual review or submitted documentation, contact our Credit Team by clicking the button below.

Paying A Deposit

Deposits must be paid in full within 10 days of applying for service to avoid cancellation of an application for enrollment. Customer will be given the option of paying their deposit by credit card during the enrollment process. If you request a manual review and a deposit is still required, you will be able to pay by credit card as well.

Once your full deposit amount is received, your enrollment shall be processed in accordance to the service Terms and Conditions. Any checks returned for insufficient funds will be charged a $35 fee and may result in cancellation of your enrollment.

Deposit Refunds

XOOM Energy shall refund a customer’s deposit at the conclusion of 12 consecutive on-time payments, unless local regulations require otherwise which shall be detailed below.

If your application for service cannot be fulfilled or is otherwise not accepted, a full refund shall be made.

In the event your service with XOOM Energy is terminated, your deposit shall be used to offset any delinquent balance owed to XOOM Energy. Use of your deposit to offset any delinquent amounts owed to XOOM Energy shall not relieve you of any remaining balance owed in the event there is a balance. You shall remain, at all times, responsible for all costs, including legal fees, associated with the collection of amounts owed to XOOM Energy. If there is any remaining deposit balance on your account after all your debts have been satisfied, XOOM Energy shall refund the remaining deposit amount.

Refunds shall be made within 60 days of your deposit qualifying for such treatment.