ComplaintsforXcel Energy, Inc.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold my house at ************************************************************************************ on 03/03/2023. The owners resold the home on 06/04/2024 (from Zillow records). When I sold the home my Xcel Energy account ************** was closed and the new owners in 2023 opened their ****************************** is now charging me for natural gas services from 06/02/24 to 06/26/24 a total of ***** due on 07/17/2024. A service that I am refusing to pay for because I did not own the home in those days. This is a big company, and they should know who is responsible for that service. The Sellers and the buyers should also have know who is the responsible party for that account. I would like ********************** to resolve this issue immediately before this results in a bad credit for me.Thank you.

  Business response

  07/17/2024

  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am being blackmailed into paying more for energy, they refuse to tell me what I am paying for and told me if I do not let them put on a new meter that allows them to change my rate as they feel like then I will be fined hundreds of dollars. This is beyond monopoly (which I thought this country had a law against at one time), this is extortion and I believe that is still very much illegal. Please look into this issue as this is not legal and a company like Xcel should not be able to conduct business in this sort of way, unless we are able to retaliate in a similar matter.

  Business response

  07/10/2024

  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

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On **** I received a bill for $961.73 this is 3 times higher than my last months bill or even the same time last year. When I called today the representative said I was due a credit on my bill because Xcel wasnt able to do something then she transferred me to the credit department. That woman whose name is ****** said that my bill was this high because my meter had not been read since last November. Why is this legal? I asked her why I was told that I was owed a credit but she didnt answer. Then I asked if I could open a case for review to find out why the electronic meter is not being read. I was told that there was no way to do that but that I could be put on a payment plan. I dont need a payment plan I just need my meter to be read every month and the proper charges to be billed. There was no resolution to this issue. I dont have spare money to make up for the $600 extra dollars. I submitted my bills for the last few months to show that every time the bill came out it was paid in full and to show that my bill has not been close to $1000. I want an investigation to find out why Xcel is not billing me correctly monthly.

  Business response

  04/19/2023

  SPS acknowledges that *********************** received an estimated bill in December 2022, January 2023, and February 2023, however, **************** is only being billed for actual usage with the bill issued on March 29, 2023. This is a unique situation due to actual readings being recorded for two of the above months, but unused for billing purposes. *********** indicate that an actual reading was not obtained on December 28, 2022, and an estimated a reading was utilized for that billing period as permitted by PUCT rules.  The following months SPS did record actual readings on January 27, 2023, and February 28, 2023, but these actual readings were not translated to the billing system which resulted in estimated statements for these additional months. By using the actual reading obtained on March 29, 2023, SPS reconciled previously unbilled usage from the three billing periods with low estimations. To ensure that the meter was operating accurately, a meter test was conducted on April 5, 2023. The meter test was found to be registering at 99.88%accuracy, which is within industry standards.
  The translation of data between actual meter readings and the billing system has been rectified. This information has been shared with the Commission for their records.

  Customer response

  04/19/2023

  I am rejecting this response because:   I was still not given a reason as to why according to Xcel energy the reading was taken but not billed for 2 consecutive months and not read on a third month. I also want to know what Xcel is going to do to prevent this from occurring in the future.

  Business response

  04/25/2023

  This customers' bills were estimated for the 12/2022, 1/2023 and 2/2023 cycles. An actual reading was not obtained on 12/28/2022 so an estimated reading of ***** was used. Actual readings were obtained on 1/27/2023 (*****) and 2/28/2023 (*****) but they were not translated to Xcel's billing system, resulting in estimated readings being used instead to generate the bills. The communication between actual reads and the billing system has been rectified to prevent this type of estimation situation in the future.

  Customer response

  04/25/2023

  I have reviewed the business response and accept this resolution. 

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