ComplaintsforXcel Energy, Inc.
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Complaint Details
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Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Xcel Energy Monthly Average Program is a scam. The whole point is to balance high usage months in the summer to low usage months in the winter. I was told this program runs 12 months, every 3 months it recalibrates your rate. I was charged 100 bucks for 9 months, where I had many months where I consumed more energy then they charge. At no point was an average taken into the billing. If an average was taken into consideration, it would have recalibrated to a larger amount billed every quarter. No such thing happened. Instead I was given a 500 dollar bill in june since this was the 12th month. My actual bill was 149. Ive never paid a bill close to 500 in the last 4 years Ive owned the property. How does a 12 month average that takes my last 4 years of consumption fail this bad, is there no checks and balances? Is Xcel just another company neglecting its customers? Yes, I think so, they have a right to provide clear, honest reliable service and they cut corners and pull fast ones over their customers. If you have an issue with a bill they tell you to pay it or theyll shut off your power. Now I have the funds to pay it, but its about the principle. They continue to conduct dishonest business, taking advantage of their customers at any chance they can. Not only will they not connect you to anyone that can help, but they will hang up when asking questions. What im looking for: a complete analysis and deep dive into their automated system for average monthly payments. Why was no adjustments ever made every quarter like they claim, how are they pulling a month average from 12 months and how can it be so far off yet so close to previous consumption rates from past years. Why does it only ram up 2 months before the last bill? Why was this not passed along to me before signing up for this scam of a program. This is complete negligence on Xcel side, if I get a bill, I pay that bill. Im not responsible for overpaying the billed amount because I want to.Business response
07/23/2024
The Customer began the most recent plan June 2023 with a set amount the billing cycle reconciled in June 2024.
The system reviewed the *** amount in September 2023 and updated the amount. The new *** amount is seen on the Customers October 2023 bill. The system reviewed the *** again March 2024 and updated the amount. The new amount is seen on the Customers April 2024 bill.
When the Average Monthly Payment is reviewed, the adjustments showing up on the following month's statement.
The Xcel Energy system uses the current rate for gas and electric, along with the forecasted consumption (based on consumption for the same period the previous year) to forecast the new *** amount. Dollar credits are not consumption, and therefore not part of the review calculation.
The review is also conducted at time of reconciliation to create the new *** amount for the new plan.
The review calculation considers the following:
Last review date
Current *** amount
Consumption history for the remaining number of installments for the same period last year
*** differenceIf the difference between the two is more than $50, the *** amount will change to the forecasted *** amount.
If the difference between the two is more than $50, but the plan is negotiated (has been manually adjusted) the *** amount will not change. The information is printed on a report for manual intervention.
If the difference between the two is less than $50, the *** amount will not change.
Its not uncommon for an installment amount to stay the same for the first six months of the plan. However, adjustments may be necessary to avoid a large True Up amount at the end of the plan. The increased amount will help recover some of the difference between what was underbilled during the recent *** billing cycle.
There is nothing further on this complaint.Customer response
07/24/2024
I am rejecting this response because:
It failed to rebound. Your program is designed to make monthly average payments, recalibrating every 3 months. It didnt do that. If im consuming more energy then im being billed, then my deficit is only building showing its not actually averaging like the company claims. Its merely creating a fake number as the bill, then hits you with a massive cleanup amount at the end of the fiscal year. If it takes the last 12 months as the averaged amount then I should have had a surplus of energy. I went from 5 people living in my house to 3. This is a company response, not a human response. I expected nothing less from xcelInitial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently moved from one address to another but called a few days after I moved because I was super busy with the move. I asked for my date to be backdated 2 days to the date I moved out but Xcel Energy refused and charged me for 2 days that I did not live at that address. My move overlapped with the new address and I asked for my new address to be charged from the date I started my lease and Excel Energy refused to back date the new address also. I asked for a supervisor or manager but was refused that request also. They said a manager would call me back in 2 days. 3 days later someone called back and did not say they were a manager and said they would not help me. I guess they were not a manager since they did not identify themselves as such. I would like the dates corrected and not to be charged for days I did not live at my last address and to be charged for the correct dates at my new address.Business response
07/03/2024
A review has been conducted in reference to the customers complaint regarding billing. ******************** records show service was listed in the name of the customer from June 20, 2023, to June *******. Service was stopped in the customers name on June 21, 2024, due to a request from the customer. There is no record of the customer requesting to stop service before this date. The customer is subsequently liable for charges up to June 21, 2024, in accordance with the Discontinuance of Service at Customers Request tariff that is approved and on file with the *************** Utilities Commission. The pertinent portion of the tariff states, Where notice to discontinue or terminate service is not provided by the Customer, the Customer will be liable for payment of service until such time the Company is made aware of the discontinuance and can render a final reading of the meter. Notice by a Customer to discontinue or terminate service will not relieve the Customer from any minimum or guaranteed payment under a contract or an applicable rate schedule.
The company has attempted to discuss the situation with the customer several times via phone and sent a letter to the service address asking for a call back about the situation. The customer was provided the advocates direct contact information if they have any additional questions.Customer response
07/05/2024
I am rejecting this response because:
As a long time XCEL energy customer, this is the first time I have heard of a TARIFF against customers that allows ******************** to OVERCHARGE customers for days that they are no longer in a residence because they could not be on hold for a long time to speak to customer service as is usually the case.
WHY did XCEL energy NOT notify me EVER about a TARIFF that charges customers for days they did not occupy a residence? It is not fair to customers to charge for a TARIFF they were not aware of and have never heard about. I didn't even receive a regular bill from XCEL energy at my last address that is in question.
I did not receive a call back from Xcel energy as they said and I have NOT received any new mail from them either. This is just a large company taking unfair advantage of customers without making them aware of a TARIFF used to take customers money. There is no more customer service with ******************** as there used to be.
Business response
07/09/2024
A review has been conducted in reference to the customers complaint regarding billing. ******************** records show service was listed in the name of the customer from June 20, 2023, to June 21, 2024. Service was stopped in the customers name on June 21, 2024, due to a request from the customer. There is no record of the customer requesting to stop service before this date. The customer is subsequently liable for charges up to June 21, 2024, in accordance with the Discontinuance of Service at Customers Request tariff that is approved and on file with the *************** Utilities Commission. The pertinent portion of the tariff states, Where notice to discontinue or terminate service is not provided by the Customer, the Customer will be liable for payment of service until such time the Company is made aware of the discontinuance and can render a final reading of the meter. Notice by a Customer to discontinue or terminate service will not relieve the Customer from any minimum or guaranteed payment under a contract or an applicable rate schedule.
The company has attempted to discuss the situation with the customer several times via phone and sent a letter to the service address asking for a call back about the situation. The customer was provided the advocates direct contact information if they have any additional questions.Xcel Energy is required to follow all approved tariffs, rules, and statutes which is approved by the state. All tariff information can be found on Xcelenergy.com.
Xcel Energy has no further response pertaining to this matter.
Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Xcel damaged my yard in April when putting in a new electric pole. I have called twice and have been told that ************************* has been notified, but Ive heard nothing.Each time I call I have to tell the story again because they do not notate this stuff on customers accounts.It has been 2 months, I think Ive been very patient and would like this resolved.My photos are too big to attach.Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My issue is that Xcel will not work with me to get an affordable payment arrangement. Im disabled and unable to pay $1630. *** requested to talk to a supervisor multiple times to no avail. When I call agents dont document my conversations. I get treated like Im the liar when I state I spoke to an agent. The automated system states that Xcel will work with customers to come up with an affordable playment plan. However nobody is willing to work with me. Ive reached out to government agencies, multiple agents, etc to try to get help. I was one day late trying to get assistance from energy assistance.Business response
07/09/2024
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
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a heat pump and furnace through Xcel Homesmart in July of 2023 for $19790. The quote said I should get $600 federal tax credit but I have not been able to get a written receipt so I can file. I have tried calling Homesmart, Homeserve (a representitive said homesmart was transferred to there), Xcel customer service, and the installing ********************** (ARK electric). I was told by several people that some one would get back to me tomorrow, but it has been several weeks. I have attempted to call the above a couple of times, but no one seems to know more.I just need a written receipt for filing.Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was informed that a payment that was made in march, was reversed, which caused my bill to sky rocket to over ******. It was than reapplied june 12. I called to the billing department and I was informed of this. I was never ever told this prior to my phone call. All the cs agent kept saying was it will reflect your next statement. Completely unacceptable. I should have been called or a letter sent out stating this matter. Now I will get a bill for an outrageous amount that I will not be able to afford at the time it is due.Business response
07/02/2024
The company has spoken to the customer and provided a detailed explanation of the situation. The company 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
07/05/2024
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.Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
XCEL ACCOUNT NUMBER #*************** *************************** IM ALLEGING THAT XCEL ENERGY HAS BEEN FRAUDUANLY OVER CHARGING MY ELECTRIC BILL 5 FOLD SOME GOOD AMOUNT OF TIME NOW, WHEN I KEEP TELLING THEM THIS. I HAVE 2 LIGHTS ON ONLY AT THIS PROPERTY WITH SMART BULBS, HAS BEEN THIS WAY SINCE I PURCHASED THE HOME BACK IN 2021. THEY KEEP SAYING THAT THE ***** ARE NOT ACTUAL READINGS BUT ARE CHARGING ME A MASSIVE AMOUNT OF MONEY FOR RUNNING 2 LIGHTS ON MY PROPERTY. THE PROPERTY SITS EMPTY MOST OF THE ***** AND ITS NO WAY THE ***** ARE RIGHT, JUST BECAUSE YOUR ESTIMATING THE ***** AND NOT HAVE A ACTUAL READING. I BELIEVE THEY OWE ME OVER OR NEAR $1000 EASILY FOR FALSIFYING MY METER READINGS. I SEND MY METER READING IN LIKE THE ASKED BUT NOT GETTING ANY RESPONSES, LIKE THEY GIVE ME WRONG INFO OF HOW TO SEND THE INFORMATION IN. SOME RESOLUTION NEEDS TO CORRECT THIS ISSUE BEFORE BEFORE IT GETS OUT OF CONTROL. IM ALSO ASKING TO JUST PUT THE SMART METER IN AND LET IT DO ITS JOB BECAUSE THEIR CHEATING ME OUT OF MY MONEY FOR ELECTRICAL SERVICES BUT THEY WONT ADMIT IT.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 advocates direct contact information if they have any additional questions or concerns.Customer response
07/09/2024
I am rejecting this response because:
I feel I was mislead with this, think of it if I was extremely poor, but I'm not. I can be somewhat satisfied with the refund adjustment but won't close this issue out until your smart meter is installed to eliminate activities like this in the future. Get the smart meter installed and we can do business because I don't trust you company anymore, but have to use you. Big company think they can just do what they want. Outright fraud of what you're exercising to the customers and me.Initial Complaint
06/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased solar panels for my house and am now generating more energy than we are using. To compensate Excel has now just begun charging me between $100 and $200 a month in "other" charges to offset the fact that I am generating more electricity than I am using. I keep trying to call them and they refuse to explain my bill to me. Please help me.Business response
06/21/2024
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
06/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Began service the day before moving into a new apartment. Due to no fault of my own, was not allowed to move and never took occupancy. Stopped service via Xcel website immediately. Six months later I am still receiving past due notices for an amount now totalling above $1000. They have threatened to send my account to collections. Upon receiving the first notice, I called and explained the situation. I was assured that service would be stopped and the billing sent to the appropriate party and not me. I've gone through this now a half dozen times. Each time I am told that the billing department is very backed up and they will get to it eventually. Meanwhile, they have not stopped service in my name and the total keeps getting higher. I have been told to apply for an extension to avoid collections while I wait for billing to catch up, and have done so. Six months is too long to wait to have this account assigned to the right person. I have NEVER LIVED at the address being billed.Business response
06/24/2024
The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns and reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.Customer response
06/24/2024
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.******, the consumer advocate assigned to my complaint resolved the situation in a matter of days. While it would be far better if Xcel allocated sufficient resources to its billing department to avoid such a scenario, I am grateful to him for achieving a speedy resolution.
Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company charged me at least double for my first energy bill. When I called about it, they said that they didnt even read my meter and that they were going to balance it out in upcoming billing cycles. Since then my bill has still been overpriced. I keep track of my energy consumption and what they are charging me does not match up. I have neighbors that are a string of townhomes, and their bills are lower than mine even though their energy consumption is more. I have contacted the company four times now. The agents then put me on mute and dont respond to me. This is very frustrating. They are ripping me off and I cant get through to speak to them and if I dont pay my bill, they will shut off my energy. This has put me in quite the situation where Im just forced to overpay for services that they are not providing.Business response
06/21/2024
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
317 total complaints in the last 3 years.
151 complaints closed in the last 12 months.