ComplaintsforXcel Energy

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Family has been paying North state Power, Excel Energy for over 100 Years, we have calculated we have pay in over one million dollars to this company, for me, I lost both my Parents to Covid 19, 3 weeks apart. ********************* to ***************, My Dad Lived one block from there. My Mother lived Downtown ***********, VERY HARD TIME, do you think they cared at all, it was already expensive trying to Bury two parents next to each other, and flying back and forth, Cent me broke NO SAVING LEFT, no saving left I took all of it out for expenses, couldn't stay in my dad's condo at the time, it was unknown being vulnerable adult to Covid how it would affect me being a Diabetic. I call EXCEL (rip off) they told me at the time I had to come up with ****** that day or it will be shut off, I don't understand how they are not a part of LIFE, it was already bad enough that the prices have when up on top of that, how come My Family should get some type of discount after 100 years of paying ??? some think Luck I am not law if so after 100 years you would pay nothing to the rip off company hate this bill. My Excel Mouthy statement always come late after the bill is due, I don't like talking to them, the worst bill. reduce the power by 50% or some think, like that fig, I have meds that have to stay refrigerated Until used,100 the cost of the meds and a few other in importance thinks that are needed to survive if I don't take my refrigerated Meds, I could go into A Diabetic coma, DIE having to replace the meds due to power turned off. if I have to Pay one hundred Dollar each mouth for the Meds. I am so mad at it company the worst company there is, When I write a check, I always Put, pay to the order to (Excel Energy RIP OFF) you think they send that check back, heck on they cash it

  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

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved into my house in March 2023. I have noticed somewhat high gas bills the whole time, but until it was warm enough to turn off the furnace 100% of the time this spring, I couldn't be sure it was incorrect (last summer I still had a gas water heater; I had it replaced with an electric HPWH last fall); this year, the only appliance using gas is the furnace, and that has been off since well before the start of the statement cycle. However, the statement they sent dated July 2, 2024, claims 3 therms of gas usage, when I have not used any gas. I emailed them (at an address they provide on their website) explaining the situation and requesting assistance, and they sent an auto-reply stating that they refuse to respond to the email. I want them to respond by email, address the faulty meter, and credit my account for the overcharges.

  Business response

  07/25/2024

  The customer was provided the Advocates contact information. It was discussed with the customer that a pilot light will still consume gas, even if the furnace isn't being used. A gas meter test will be performed on the meter present at the address. 

  Customer response

  07/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Xcel Energy is charging me for a unit I did not live in for 2024. I live at *********************. Not *********************. I proved that I did not reside at this address and the people who did requested to pay their bill but Xcel declined them and stated I have to pay even though their system did not catch the duplicate entry. I would like 7105 bill removed from my account. Xcel is not being flexible and they are stating that I must pay it. My management company stated that they did try to transfer the bill but Xcel was not flexible. I've attached the 2 statements where you see unit 7105 and the amount due for them. I can provide a copy of my lease if needed.

  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

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/16/24 my services were disconnected due to non-payment. (COVID, incarceration and job-loss were all contributing factors to this) I called and spoke to someone who said she was placing a 30 day hold on my acct. and a reconnect order effective 5/16/24 and that my services would be restored within 24 hours. I called 4 times during business hours on Friday 5/17/24 and was told every time that my services would be restored by the end of the day. When I called around 4pm I was told the end of the day is at 6pm. When 6:00 came and i was still sitting in the dark, I called and was told the end of the day was really 7pm. At 7:00, when I was still in the dark, I called and was told that the end of the day was 8pm! So at 8pm when it was obvious nobody was coming, I called and was told no body would be coming until Monday! I then had to rent a generator, pay for a hotel room for myself and my children for the weekend and wait for a Monday to arrive. After work around noon on Monday 5/20/24, I called again to see if the reconnect order had been completed. I was told no, and that I'd be getting a call back after a technician checked in and gave an estimated time it would be done. I got no return call, so after 3 hours I called again, and was told it'd be completed within 24 hours, meaning I have to pay for a hotel AGAIN tonight?! And Xcel sees no problems with this?! The reconnect order was put in on The 16th!! It is now the 20th and I still dont have power. It is absolutely ridiculous and unacceptable.

  Business response

  05/30/2024

  The company has reached out to the customer via email and provided resources to help address her account. The customer has the advocates direct contact information if they have any additional questions or concerns.

  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This for Xcel Energy regarding their billing.. Xcel Energy has been charging me higher rates while my house has been vacant. Despite not being in the house for the majority of the time, my electricity bill is higher than when I lived in the house full time. My thermostat is set at 58 degrees to prevent my pipes from freezing, I have an electric water heater and well - runs on electric (but Im not in the house). While I understand that I have appliances that run on electricity, it is perplexing to me that my bill is higher when Im not present in the house..I have already reached out to Xcel Energy for an explanation, but they only sent me a generic video that I assume they have in stock for complaints like mine. Also, I have spoken with individuals in my area who have larger homes and use more electricity, including lights, hot water, dishwashers, and laundry machines. Surprisingly, their bills are lower than mine, even though I am not in the house. Recently, I received an email from Xcel Energy offering assistance with paying my bill. I do not require financial assistance. I strongly believe that the bill I received is unreasonable, fraudulent, and incorrect. I kindly request that Xcel Energy reevaluate the meter and ensure that everything is functioning properly, as I suspect that Im not being billed accurately. I have made several attempts to contact Xcel Energy, but I have either been disconnected or forced to wait on hold for an hour. On the rare occasions when I have been able to speak with someone, we loss connection or they might be hanging up on me..? Im not sure at this point. Please review the attached statements for 2024, the year when I was not in the house. I want you to specifically compare these statements to the rates from February to May 2023, which was the year I lived in the house full time while working in the area. I was in the house for Christmas Eve and Christmas Day 2023, as well as for a weekend in February and a weekend in March

  Business response

  05/29/2024

  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

  04/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The formula they use to calculate kWh seems to be flawed. Further, missing of a single months payment should not be grounds for sending a notice of disconnection letter

  Business response

  05/01/2024

  A review has been carried out in response to a customers complaint about billing and a discontinuation notice.
  Xcel Energy calculates customer charges based on the consumption recorded by the meter. This consumption is confirmed through a meter reading, which is performed on the relevant date. The reading taken on this date is then multiplied by the rate approved for the state of ********* to determine the final charge.
  Xcel Energy issues discontinuation notices to customers who have a minimum overdue balance of $280.00.These notices are sent to inform customers about the status of their account,providing them with an opportunity to make a payment, establish a payment plan,or seek Energy Assistance.
  Despite several attempts, the Customer Advocate at ********************** has been unable to successfully contact the customer.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Both Xcel Energy and the ************************* are engaging in charging exorbitant fees in order to coerce customers to accept a smart meter. Xcel Energy is a monopoly so I am unable to go to another provider. They expect me to pay ****** plus 16 more a month for my home. Now they are telling me they want me to pay an additional ****** dollars plus 16 more a month to power my barn when I only use 20/month worth of electricity at this time for motion sensor lights.I refused to pay or allow them to install a smart meter and they are threatening to come on my property and force this change, this can't be legal.

  Business response

  04/19/2024

  The company has communicated with 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

  04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **************************************************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My original letter is 14 pages long. It states all the issues I have had with x-cel energy for the last 27 days. On February 7, 2024, x-cel energy went to my residence of ****************************************************************. The shut off my electricity and removed the meter. The informed me the meter had been tampered with. Then it needed upgrading, then they claimed that I was 6 months behind on my bill. I have only lived at this address 4 months. After this they started requesting documents: copies of :my drivers license and lease, proof that the landlords owned the property, my copies of the bills and receipts, and they asked for the landlord to send them a list of the renters that lived in thus house from 2017? So if they assumed this has been happening since then why are they just now fixing the problem? We sent all the paperwork to them. We called everyday. They told us we needed to speak to a ******* but she was never in her office or returned the calls. So I filed a complaint against them. When they had shut of my electricity I was never notified this was going to happen. I had just stocked my refrigerator and freezer with food. It had all thawed out andvi had to throw it out. I am on HUD, disability, and per my physician with my medical health issues I should have never had my electricity shut off. I had to stay in a cold ( temperatures below 20 degrees) dark place with no food or way to cook it, no hot water. I had to use my gas to run around everyday to buy something to eat and find a place to shower. I'm employed so I had to bathe. I spent money I couldn't afford to on food, gas, items so I'd have light, and keep warm. The rent i paid for the month cuz i didnt live in a house it has comforts. This situation was not my fault but I payed by living in these conditions even though they were aware of my health issues. I wound up getting really ill. I have suffered embarresment, pain and suffering, and anguish because of this company and I want them to pay me back for losses I should have never encountered. This company does not care about a human beings life. I am asthmatic and use a nebulizer. If I would have had an attack I would have been able to access my nebulizer because it requires electricity. I only get $50 of food stamps and I have to pay out of my pocket for the rest. I did not deserve to go through this and it has put me in a financial bind. I believe what l am asking them for $1380.00 is a decent amount for what I experienced for 27 cold, dark, nights

  Business response

  03/19/2024

  Xcel Energy has examined the referenced complaint and believes we have followed the *************************************** (NMPRC)rules, as well as all applicable tariffs, in handling the customers account.
  On February 7, 2024, a field technician visited the property identified tampering at the meter. *********** was disconnected the same day without notice due to the tamper and safety hazard that existed.
  

  Per *********** Rules and Regulations Xcel Energy is allowed to disconnect service without notices in the event a tamper is identified.
  

   TITLE 17             PUBLIC UTILITIES AND UTILITY SERVICES
  CHAPTER 9        ELECTRIC SERVICES
  PART 560            SERVICE STANDARDS FOR ELECTRIC UTILITIES
  F.            Reasons for denying or discontinuing service:  
                                  (3)           without notice in the event that a customer tampers with, damages, or deliberately destroys the equipment furnished and owned by the utility.

  
  A Customer Advocate with ********************** has attempted to reach out to the customer several times and was unsuccessful.  The Customer Advocate sent a Claims Brochure to the customer on March 19, 2024. A Customer Advocate is unable to determine the result of the claim. Once our **************** receives the appropriate documents, they will investigate the situation and provide the Customer with their decision via mail.
  

  Xcel Energy apologize for any inconvenience this may have caused. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xcel randomly transferred my account into my neighbor's name in December 2023. This guy has never lived with me. Somehow, he was billed for my electricity. I have called over and over to get this resolved. The wait times to speak to someone are usually around ***** minutes. After I explain I would like to pay my own bill and get this poor guy a refund, the call is dropped, or they say they need 30 business days to fix it. Not just 30 days, 30 business days. It is now March. I have been told 30 more days each month since December. After today's call, and a total of 50 minutes on hold, the rep updated me that nothing had been started. They can see the notes on my account from my previous calls, but still nothing has been started. They will need 30 more business days. She said in May it should be resolved but I have no faith. I asked that someone call to update me when the matter is resolved and was told they will not be calling as their phones do not have the feature allowing them to call out. I asked to file a complaint and was told "no". I would have to go to the website. I did opt to leave feedback prior to speaking to someone, that menu did not come up after speaking with the rep. I went to the site. I don't see a complaint tab anywhere. I did find a Feedback tab and left my "feedback."

  Business response

  03/14/2024

   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

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xcel energy has notified us that they have determined that a new "smart meter" is the best option for our home and that there is no option to decline. This notification has come AFTER I have spoken with 4 different customer agents that told me that we were able to chose between a "non-communicating meter" and a smart meter for an additional installation and monthly read fee. I was told that I would receive a "confirmation email" regarding the change of service but never did. Finally I received an email from ****************** explaining that we have no option when I know for a fact that others have this option. Smart Meters are not compulsory (mandated or required by law). According to the Energy Policy Act of 2005, section 1252, a congressional act, smart meters, "energy providers shall provide such meters to those customers who request them." Therefore people should have to "opt-in" to smart meters and I am not "opting in".Xcel is the only energy company in our area and we have no ability to chose another. I have tried to contact ****************** or anyone else via the email they provided me. When I did so I was sent a bounce back email stating that Xcel is "We are currently assessing our digital customer service channels and are unable to provide a specific response by email." I have sent certified letters to their PO Box as well as headquarters. This is not a law and telling a paying customer that it is and that they have no choice and removing options to respond is unbelievable.

  Business response

  03/11/2024

  The company has provided the customer a detailed explanation of the situation. The company attentively addressed the customers concerns. The customer has the advocates direct contact information if they have any additional questions or concerns.

*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. ↩