Complaints

This profile includes complaints for Xcel Energy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Xcel Energy, Inc.

  414 Nicollet Mall Fl 5 Minneapolis, MN 55401-1993

• 

  Xcel Energy, Inc.

  3115 Centre Pointe Dr. Saint Paul, MN 55113-1132

• 

  Xcel Energy, Inc.

  PO Box 2747 Fargo, ND 58108-2747

• 

  Xcel Energy, Inc.

  5363 260th St Wyoming, MN 55092-8045

• 

  Xcel Energy, Inc.

  825 Rice St. Saint Paul, MN 55117-5459

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unsure of the exact original date. In February, Xcel Energy replaced the meter at my residence, not at my request nor to my knowledge until they showed up to do it. Installation was quick seemingly problem free at first. Then my internet went out. Everything inside the house seemed fine and working as it should, so I called the internet provider, *********************** (because why would I call anyone else for problems with internet?). Now, ******** is charging me $50 to say it was not their problem. It turned out that the new meter that Xcel installed, was putting out some frequency that would trip nearby **** outlets, like the **** outlet right next to the meter outside the house where the ISP's service box for the house is located and plugged into. Despite explaining this to Alliance, they still demand i pay the $50 for them to tell me it was not their problem, and Xcel refuses to cover it, despite it being their meter, confirmed by ****'s employee who came back out to investigate and told me as much about **** outlets issues with the new meters, refuses to cover that $50.

  Business Response

  Date: 05/06/2025

  A review of the customer's ********************** account indicates that on March 1, 2025, the customer contacted ********************** to report recurring power interruptions following the installation of a new smart meter. The customer suspected the issue might be related to low voltage.

  On March 5, 2025, an Xcel Energy field agent adjusted the ** signal on the meter and reinstalled it.

  On April 21, 2025, the customer reached out to ********************** to file a claim concerning a fee charged by their internet service provider.The customer was advised on the appropriate documentation required for submission, and a damage claim work order was created. Subsequently, a denial of claim letter was mailed to the customer on April 27, 2025.

  On May 6, 2025, the customer provided the Customer Advocate with a copy of the invoice from their internet service provider. Upon further review, an amicable resolution to the claim was reached.

  
  

  Customer Answer

  Date: 05/06/2025

   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.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had notified Xcel energy that we were moving before we moved out, I notified all of our amenities and they stopped on time. **** has no record of me doing this. So they continued to charge me for gas when I don't live there, and I have contacted them many times in order to get a refund and they said they'd call me later that day. I have asked for supervisors and "they can't do that". **** keeps adding notes to my account so they say, but I call again and they have no record. Recently they dinged my credit by sending a bill to collections when I had all my banking information removed so they could no longer charge me.

  Business Response

  Date: 04/24/2025

  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

  Date:03/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for energy assistance to pay my gas winter heating bills. Their payment cleared the day after I paid my bill in full. I asked for a refund and they said no. I am a disabled senior and needed that money for other things. Since when do companies get to keep overpayments? It doesn't say much for the state of *********. I do not have a way to upload my payment but can email a copy if given an address.

  Business Response

  Date: 04/18/2025

  A review was conducted in response to the customer's complaint to the ********************** regarding an energy assistance payment at their location.

  
  On March 12, 2025, the customer made an online payment on their account through *********************** My Account to bring it current.

  
  On March 13, 2025, an energy assistance credit was applied to the customers account for future ********.

  
  On April 17, 2025, Xcel Energys Customer Advocate informed the customer that we could not refund the payment made on March 12, 2025, as it was an authorized payment made online. The energy assistance payment received on March 13, 2025, would be applied to future billing statements.

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2023, I had solar panels installed on my home. Xcel Energy has never paid me for my energy that has gone onto their grid. It has been 15 months and I paid my bill despite my energy being covered by my solar. I stopped paying my bill in January and now they are threatening to disconnect me. I have called 10 times and get the same run around. They say they are escalating my "billing issue" and a supervisor will call me back. No one ever calls me back. I have talked to the Xcel solar people and they say it's a billing problem.

  Business Response

  Date: 03/24/2025

  Xcel Energy conducted a comprehensive review in response to the customer's billing complaint for the service address. Company records indicate that the customer initiated service at this address on July 30, 2021.
  
  The Customer Advocate contacted the ****************** to request billing corrections. This issue was reviewed and rectified on March 20, 2025, and the Customer Advocate was notified of the completed corrections on March 24, 2025.
  
  The customer, who is on paperless billing, can review statements online through MyAccount. The invoices dated January 2, 2024, through March 3, 2025, were cancelled and rebilled.
  
  On March 20, 2025, the customer's account underwent a rebilling process, resulting in a new statement that incorporates the corrections.
  
  Typically,orders from Xcel Energys ****************** are fulfilled within a single billing cycle. However, due to a high volume of work, there may be delays in order completion. Xcel Energy records indicate that additional billing corrections were completed on March 24, 2025.
  
  The generated bill dated March 20, 2025, shows a remaining credit, which includes interest on the billing corrections.
  
  On March 24, 2025, the Customer Advocate informed the customer that the billing corrections had been completed and provided details of the resulting credit.The Customer Advocate then inquired whether the customer preferred to keep the credit on the account until it is exhausted or to receive the credit in the form of a paper check.
  
  Xcel Energy apologizes for the delay with billing corrections and any frustration this issue may have caused.  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am signed up for averaged monthly billing. I keep my heat at 53 degrees all winter in **. I use very little electricity. I was charged in February $275 almost twice what my average monthly payments are. I spoke with customer service and was told that the extra charge was what I owed for electricity used above my averaged monthly payments. This is disgusting. I had averaged payments last year. Didn't use anyone electricity than l did this year and wasn't charged any extra. Are we just supposed to keep our heat at 25 degrees and sit in our house and freeze all winter. This company is AWFUL!

  Business Response

  Date: 03/05/2025

  A review has been completed in response to the Better Business Bureau inquiry regarding the customers concern regarding the average month billing. The Averaged Monthly Payment (AMP) is a plan in which customers pay an agreed-upon fixed amount each month which helps them average their energy costs over a 12-month period.

  
  After 12 months, we again review your account and settle any differences between the energy used by the customer and the money paid.  This settlement is called a True Up Charge.

  
  The review of the billing and AMP program has been sent to the customer via email, as ********************** was unsuccessful in contacting via phone.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting in Oct 2024, Xcel came out and replaced the gas meter reader. Since then we have monthly been over charged. We have talked to customer service and have manually read the numbers. They have agreed that the numbers were off as they have been estimating instead of reading the actual numbers. Each month the customer service said they will fix it, and each month it is not fixed. We have had a person out here four different times and nothing has been resolved. This last time they said that they were reading from the original serial number of the meter reader...which is not the one that is currently on our gas meter. We are either getting someone else's reading and being charged for it, or they are over estimating our usage. Either way, it is causing much anxiety...we are good customers, never late on payments and have been very good at conserving as well. This is completely unacceptable. We have no recourse, as they are the only company in town.

  Business Response

  Date: 03/20/2025

  the company has worked with the Customer and are waiting for the field to pull the meter. All results will be presented to the Customer when they are available 

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is ripping me off charging crazy amounts on electric bills when our electric was out three days they are charging everyone extra hundred dollars a month no matter what or who it is. My electric. Went out for two days and they won't reimbursh til July? Also I mailed then an electric discount their own paper three months ago then they said they mailed me another one three weeks ago cause they lost my form and still have not received another discount form Excel energy is over charging me like the rest when we have had alot of warm days they charged my son 300 when he didn't live in a house they have over charged my aunt over charged me in the past and now the last two months when my house is insulated I have a new meter and thermostat and I keep my house cold and thermostate low I use two light bulbs and my washer every three days I only cook one meal on my stove top a day my oven doesn't work and my son's trailer that has holes and has five people living in this trailer use a lot more electric ipads computers heat washer dryer use poor insulation and my electric is higher my daughter lives in the mountains and has valted ceilings runs dryers for her business dries dogs all day and her bill is lower than mine??? Excel energy is crooked !! I'm on a fixed income they must be stopped! I want my money back!!

  Business Response

  Date: 03/05/2025

  A review was carried out in response to the customers complaint to the ********************** regarding a high bill at their location.
  
  To ensure the accuracy of the electric meter, it was tested on February 28, 2025. The test results showed that the electric meter was registering at ******% accuracy on a full load and 100.07%accuracy on a light load, which are well within accepted industry standards.
  
  Xcel Energy is unable to provide any internal maintenance issues that may be contributing to the homes electric consumption. This is because such issues fall outside the company purview.

  
  On March 3, 2025, Xcel Energys Customer Advocate reached out to the customer to review the meter test results and provided a current electric meter reading, which showed lower consumption compared to previous records. The customer mentioned that a new thermostat had been installed.Additionally, the Customer Advocate mailed a Residential Space Heating Rate Certification Kit to the customers address, as the home is fully electric.

• Initial Complaint

  Date:02/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** has been over billing my KwH usage since November. They have refused to send someone to the house to ensure our meter is not broken, despite several requests to do so. They have offered no solutions and keep saying "next month" the bill will balance out, then they increase the bill. Nothing has changed in my house since October to explain the bill more than tripling in usage.

  Business Response

  Date: 03/03/2025

  A review was conducted in response to the customers complaint submitted to the ********************** regarding a high bill.
  
  To ensure the accuracy of the electric meter, it was tested on February 26, 2025. The test results showed that the electric meter was registering at ******% accuracy on a full load and 100.09%accuracy on a light load, which are well within accepted industry standards.
  
  On February 27, 2025, Xcel Energys Customer Advocate spoke with the customer and provided them with the meter test results as well as their electric and gas bill history.
  
  Xcel Energy is unable to provide any internal maintenance issues that may be contributing to the homes electric consumption. This is because such issues fall outside the company purview.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved recently. I made multiple attempts to call Xcel energy to cancel my service at my old address, but was unable to get through their automated system to do so. I was able to talk to someone on February 5th who was able to cancel my old service, but they told me I would still have to pay any charges that were occurred after I moved out before the service was cancelled. I told them that doesn't make sense as I did not have access to that property and could not possibly be liable for any charges. The charges are only around $5.00, but the situation is ridiculous. I asked them to credit my account for that amount, and they refused. I escalated to a manager and received a call back today about the issue. The manager suggested I contact the manager of the old property and ask them to pay me the difference. That is simply ridiculous. She held that they are unable to refund the charges for services I never received. Again, the amount is $5.00 and this should be a very minor issue. I am beyond frustrated that a multi-billion dollar company can have such a policy, regardless of the amount. I am being forced to pay for services not rendered, and I have no choice but to continue being a 'customer' as I have no other option for electricity. I would like whatever charges occurred at my old property between 1/27/25-2/05/25 to be credited to my account. This is not a hard problem to solve, but the company is a monopoly and can do whatever they please, with almost no recourse for 'consumers.'

  Business Response

  Date: 02/12/2025

  A review has been completed in response to the Better Business Bureau inquiry about a delayed stop request. The stop request has been backdated to January 27, 2025, for the customer of record, and a refund has been processed. 

  
  On February 12, 2025, the Advocate informed the customer via phone about the issued credit.  

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the end of July, I moved from one apartment to another apartment and submitted a stop/change service request to start service at new address and stop service at old address. I have a screenshot proving this was done. At the end of October I received a "no connect charge" from my apartment complex for $100. I inquired with the office and their third party utility billing service (Minol) charged this to me because they said I did not connect electricity. This was when I discovered that Xcel never completed my stop/start request. So, between July and October I was BOTH paying for my old apartment and ALSO being billed for electricity at my new apartment through their third party billing service, *****. At this point I was unfairly being charged a no connection fee of $100 because of Xcels mistake. This is in addition to paying electricity at an apartment I was no longer renting. Upon calling **** to rectify this situation, I was told by a manager this happens a lot. All I asked them for was a refund on the utilities I paid to my old apartment. The manager I was escalated to agreed to this resolution. This was in October 2024. Months passed and I kept following up for my refund and continued to get escalated up their chain of command. This week, I called again to express my frustration and they promised to get me my refund within a day or two. Yesterday, I opened up my xcel app expecting to see a credit. Instead I was met with a $500 bill. Upon calling they explained that they reversed everything - including the money I paid through Minol and that I needed to contact Minol for my refund. Minol is saying no money was ever refunded to them and my apartment complex manager has indicated this is an Xcel issue and they try to pull this stuff all the time. I feel like Xcel is lying to me and this is all their fault to begin with. In addition I am seeking $100 from them for the no connect fee I acrued because of their mistake.

  Business Response

  Date: 02/12/2025

  A review has been completed in response to the Better Business Bureau inquiry regarding the service address that was mistakenly started in the customer's name. Initially, there were two online requests to start service at different addresses. One of these requests should not have been processed. Xcel Energy has removed the incorrect service address and rectified all billing issues.

  
  The Advocate contacted the customer via phone and email on February 12, 2025, and followed up with an email detailing the findings.