ComplaintsforXcel Energy
Electric Companies
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Complaint Details
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Initial Complaint
09/05/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
The most recent call was today. I waited on line for over an hour and when the person finally answered, they could not interpret their own bill document and asked me to hold and they would get someone else to help me. I wanted my utility bill explained as it did not mention solar power production by my system and I wanted to know why I had not received any credit or banked energy credit. When the person from the billing department,***** put me on hold, it was about a minute later and the phone disconnected. This ***** had my phone number as she had looked up my account but never called me back. I had called three times before trying to get Xcel to explain my solar concerns but they never could. I told them it may be the equipment that records this credit may be malfunctioning and I would like this checked, but they never said they would do this. I would want to get my earned credits funded to me and my system with Xcel working properly.Initial Complaint
08/30/2024
- Complaint Type:
- Order Issues
- Status:
- BBB unable to locate business
There is no way to speak to an actual customer service rep! Their phone queue options send you to them, but a recording states their reps are only available for emergency gas leaks or power outages. Questions or concerns about billing - nope. Moving or starting new service? Nope. They will not take calls whatsoever. This is the only power company and they will not respond to the needs of their customers. It should be illegal to deny access to paying customers.Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I have attempted to make contact with this company 20-30 times. I work during the day so staying on hold for hours on end is not an option. I receive voicemails telling me to call back but nobody ever answers the call. Also, apparently the call center is in another time zone. This is amazing to me as they intentionally make it hard for customers to contact them. Another example would be the contact me link, it directs you to a bunch of articles. In addition , the site and phone recordings directs you to set up a payment plan and when you do it just says "ineligible" I have written letters directly asking for an explanation or an itemized statement and have never received response other than a threatening bill to turn off my power. Customers, if we can be called that as we don't have a choice other that being taken advantage of by the ever increasing fee's and lack of "service from this company" I would like a communication and/or explanation from this company. I am currently on hold with them. When I started the call it indicated a wait time greater that 30 minutes. I am now 48 minutes in . I do not believe that there are folks answering the calls at all. This is so sad for the public. We should not have to deal with companies like this.Initial Complaint
08/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
Xcel energy may be illegally shutting off power without telling it's customers. Every 8 minutes exactly when it's a high demand day during peak hours sounds planned. It's been happening for days regularly to us and the neighbors and we can't live on 8 minute on and off. They say 10 days until they even get back to us after they filled out a form for frequent surges to have an investigation, but there is no one else to contact. One woman on customer service who is clueless. Very shady. Happens on high demand days and during peak hours. Repeated. No help on their end.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.
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Customer Complaints Summary
161 total complaints in the last 3 years.
49 complaints closed in the last 12 months.