ComplaintsforXcel Energy
Electric Companies
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/27/2024
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
On May 23, 2023, I received a letter from my landlord at **** ** ***** **** ********** ** (Xcel Acct No. ************) indicating that I had 30 days to move out because he was selling all his properties. I then found a new home and signed a new Lease on June 14, 2023 at **** ** ****** ***** ***** ******* ** ***** (Xcel Acct #5**************). I then called Xcel immediately to transfer my service to my new home and they told me to do it on the APP, so I did. I then found out that they created a second account at the new address without my knowledge. Xcel was taking out monthly payments from my bank account each month and posting the funds to my OLD ADDRESS. However, I then received a huge bill at my new address indicating that I had a substantial outstanding balance and that I wasn't making payments which I thought I was. I found out that they were deducting money from my account and paying the Xcel bill at my old address that I no longer lived in. I have made multiple calls to Xcel and the representative indicates that it will be looked at it, but nothing is ever done. All I want is my NEW account (Xcel Acct #***************) to be credited $285.65. I'm getting the run around and nothing gets done. I've been dealing with this for months and months. Please help. Thank you!Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
A graduate from *** in 1973, I served 4 years in *******. I believe veterans should be treated honorably and fairly. I have not received such treatment from XCel energy. This company requires a small $15.00 payment. When I told I did not have that money, I was told to seek that money from a local church. I find this request repugnant. The use of church money to payoff an energy bill is a violation of BBB ethics.Business response
07/01/2024
The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns, and together reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.Initial Complaint
06/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
They keep locking my own breaker box and keep entering my property unannounced. They need to remove the lock and keep it off the breaker box I own. They also have non-existent customer ********************** and their website does not allow anyone to submit a customer form. I attempted to send the following:"Why are your technicians entering my property without any notification? Further, why are they locking me out of my breaker box? I have contacted you several times about this issue. I was reassured that it wouldn't happen again. Because of your company's negligence, you aren't leaving me with many reasonable options to prevent this from happening again."Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Xcel billed me and deducted $260.73 in error from my bank account. I've tried on several times to talk to a person and get them to understand a billing error for natural gas but can not seem to get it resolved. they are saying I used more than double the amount of natural gas that was used for basically 2 1/2 months. the estimated billing was pretty much in line with the previous year for the 2 1/12 months. all paid for. I sold the house and get a surprise bill with "Estimated reading" stating I owed them another $260.73. I'm at a loss as to who to contact or write to. Attached is a document with alll of the pertinent information.Business response
07/05/2024
The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns, and together reached a resolution. The customer has the advocate's direct contact information if they have any additional questions or concerns.Customer response
07/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Back in Sept of last year the electric meter on my Condominium was switched out for a new meter. I live in a building with 4 units in one building. At that time, unknown to me, I was assigned the wrong meter number. I didn't notice any issue until January. My next door neighbor had purchased a Tesla In December and was recharging it each night after he came home. He was driving quite a distance each day so the increase in my power bill was quite a lot. I was essentially being charged for his usage because I had his meter number assigned to me. In March I called Xcel about it and asked customer ********************** to have someone to come out and have the meter checked because I felt something was wrong. They would not do so and ignored my request. I then had an electrician come out and check it and he told me that yes, the meter I was assigned was wrong. So, I once again contacted Xcel and they finally sent someone to take a look on April 8th. They confirmed that yes it was the wrong meter. He said that someone would be in touch about the issue but it could take some time (somewhat of an understatement). I have since that time called Xcel twice to get a status update to no avail. It is now June 10th and still have not heard anything back. My ******************* shows my neighbors meter number and I am being charged for his usage. Next bill is 463. I called again today (June 10th) and the customer ********************** person said they would pass on my request for a resolution. I do not have any confidence in that occurring. I am wanting to sell this house and really need this resolved before I can move forward with doing that.Business response
06/26/2024
On June 13, 2024, the Customer Advocate spoke with the Customer. The billing department was requested to correct billing due to notes on the account. The Customer Advocate provided an update the Customer on June 20, 2024.
Billing corrections were completed on June 25, 2024 which resulted in a credit to the Customers account. The Customer Advocate contacted the Customer to advise of the credit.
There is nothing further on this complaint.Initial Complaint
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Xcel does not answer calls from my first two payments they have a people on hold this the last time I tried it was a 3 hours hold and still no answer I went on line to pay and it said to call they called today and then kept me on hold and then said ****** now my bill is 480 because it refuses to take payment or answer the phone im trying to get a live agent as of yet please help with this unprofessional behaviorBusiness response
06/07/2024
The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns, and together reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.Initial Complaint
05/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I called xcel to turn on the electricity at my home on April 30th, 2024 because it was cut off due to the previous tenants not paying their bill. I was told it could take a few says because of recent outages in the area. 2 days latet, I called again and was told it was pending and could take a couple more days. I waited patiently for 2 more days and still no power. I called again and was told that the order was cancelled with no explanation to why it was cancelled, so the customer rep put another order and it would take about 1-2 days and to call back if power was not on. I waited again for 2 days and nothing. At this point I am beyond frustrated and called again and explained that I have been waiting almost 2 weeks with no power. The customer rep told me will escalate my order and it should take a couple days. I have been calling at least s dozen times with the same answer "a couple days". It has been almost 3 weeks and still no power at my house. I am losing hundreds of dollars everyday because I cant get contractors to come work in my house without electricity and recently had to rent a generator for workers which cost 400$ per week. At this point, I am looking into legal action against xcel energy because of this gross negligence and terrible business practice.Business response
05/22/2024
The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns, and together reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.Customer response
05/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**********************Initial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received my May ******* Bill and I am being charged $996.66 for this month. My May bill for 2023 was $114.06. I am current with no past due charges and have paid my bill monthly for the last 30 years on time. May have been late once or twice but made it up. I am a senior citizen, 76 years old and work as a security guard as that is about all I can do given my health. My wife is 66 and works as a part time kitchen helper for Jeffco Schools. I called Excel and asked why I have such a high bill. They said it was for a meter that was installed in November to May timeframe. I have solar on my garage, and it was installed 10 plus years ago.Why now. I checked and my annual bill with Excel for 2023 was $2763. This is almost a 50% increase in 1 month. I did not approve of this new meter and believe Excel is gouging me. They say I can pay it over time. I feel I'm being taken by a utility that has no ethics and no competition.This is not right. This should be part of their operating costs.Business response
05/20/2024
The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns, and together reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Ive been having a lot of power outages at my home. Over 10 outages this month and last month i had a 28 hour outage which resulted in food loss worth $940. I filed a claim for them to reimburse me for that loss and they rejected it. Today the powere went on and off every 10 minutes. This play in power is going to ruin my new appliances. Already my electric oven started beeping and acting weird. I didnt get any apologies or any cut on my Xcel bill. I believe BBB will help me with this problem. I demand XCEL to first refund me for my food loss which i already submited a detailed claim about AND do something about the repetitive power outages and my power bill.I will attach a photo of the neighborhood that experienced this repetitive outage. Also attached is Xcel rejecting my claim for food loss worth $940.Thank youBusiness response
06/19/2024
The company has emailed to the customer and provided a detailed explanation of the situation.The company attentively listened to the customers concerns, and reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.Customer response
06/19/2024
Complaint: 21660364
I am rejecting this response because: I didnt get a resolution as stated by the business.I am still dealing with the same problem
Sincerely,
*************************Business response
07/05/2024
We understand the frustration with your claim being denied. The number directly to claims is ************ or you may email them directly at ************************************* if you have any questions or concerns.
Otherwise the reliability report consisting of outage history and information on Quality Service Plans for credits owed to customers as mandated by the Commission was included in the separate response.Customer response
07/05/2024
Complaint: 21660364
I am rejecting this response because:
I already submitted a food loss claim but Xcel ignored me.
I am waiting for a food loss reimbursement .
Sincerely,
*************************Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Xcel is denying claims for spolied food during their planned outage even though there was little to no warning for shutting off electricity for over 24 hours.
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Customer Complaints Summary
159 total complaints in the last 3 years.
53 complaints closed in the last 12 months.