Complaints

• Initial Complaint

  12/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 8/27/2024 XCEL switched out my meter to the non communication meter. This was in the middle of a billing cycle. When I received my 9/17 bill it shows a charge for the old meter for 14 days 1341kwh $180.52 plus a charge for the new meter 15 days 440 KWh $73.48. Total 1781kwh. $262.53. The month before my bill was 621kwh and the month after was 711kwh. So clearly I was over charged. When I called XCEL about the 9/17 bill I was told that it was turned in to be investigated. On Oct 24, my new bill came in, no credit for over charge. I called XCEL and talked to *****, he said there is a ticket but **** has until Nov 24, to investigate so to call after Nov 24, if I do not see a credit by then. After we hung up , I was looking at my bill and noticed both months started at 0kwh so I called XCEL back this time I talked to *******. She told me she could see what happened when the meter was switched out why I was over charged. She also said that the meter should not be going back to zero every month. She said, something is not properly done for the meter to reset back to zero again. She made a note to go with the already ticket. On Wednesday, Nov 27, I talked to ********, she told me she sees a ticket has been turned in and apologized for the wait. She would try to escalate by sending ticket to a billing supervisor, to call back if I dont see a credit on my next bill. How many times are they going to say next month? They have not had to wait for me to pay my bill, I actually have a $600. Credit but thats beside the point. This is unethical how XCEL is responding to this issue. Not only that if the meter is not properly installed could that cause a short? To my knowledge no one has been out to check it. I thought I could post more than one photo so I hope the correct bill is the one showing.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In May 2024 the connection between my solar panels and Xcel's grid was disconnected and they no longer could read the energy we were producing. The app shows proof that nothing was wrong with the panels and they continued to produce at full capacity. We immediately noticed and called to have a tech come out. They said it would take several weeks, but not to worry because we would be reimbursed for the cost during that time. It took 8 weeks and multiple phone calls to finally have a tech come out and install a new meter. As soon as they did, the issue was fixed, however, we had spent nearly $300 in unnecessary electricity costs during those two months. We have called several times to resolve and every time we have to wait on hold for over an hour. They told us a credit would appear on our October bill (per *** and ****) but it did not appear, so we called again (waited on hold for an hour again) and were told there would be no reimbursement. **** is clearly a monopoly who does not honor their regulatory requirements to serve customers efficiently, as seen by their excessive wait times and inability to solve customer issues.

• Initial Complaint

  12/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** removed gas meter from House on August 13th 2024 without telling me. House is vacant and gas wasn't being used is what the contractors told me. I am still being charged the "ready to serve" fee monthly from ****. I called multiple times and was told I will be refunded but they keep STEALING money from me. They owe me money from all the months they have been charging me. I stopped my auto pay and am now demanding paper checks because they keep changing the online invoices. My bill this month is $315.80 yet they want $324.95 for a house that isn't serviced by them.

  Business response

  12/24/2024

  A review has been conducted regarding the customers complaint about billing for their service address.Xcel Energy company records indicate that the customer-initiated service at the aforementioned address from March 21, 2022, through September 25, 2024.
  Company records show that the gas meter at the location was removed on September 25, 2024, which was also confirmed by Xcel Energy's ******************** The final gas bill for the address covers the service period from September 3, 2024, to September 25, 2024, and the current balance on the account reflects this period.
  There were two billing adjustments that occurred on the customers account.
  The first billing adjustment reflects a cancelation usage for the period from August 2, 2024, to September 3, 2024. The cancelled invoice was credited back to the account.
  The second billing adjustment covers the period from September 3, 2024, to October 2, 2024. This invoice was cancelled because the customer was billed beyond the date the gas meter was removed. The amount includes the monthly customer service fee and applicable tax. The cancelled invoice was credited back to the customers account.
  The service and facility charge recovers the cost of providing the gas meter and the gas line that extends to the home from the main gas line. As long as the customer owns the property and has meters installed, they are responsible for any usage, basic service fees,and consumption charges.
  Xcel Energy has no further comment on this complaint.

  Customer response

  12/31/2024

  Seriously,  this company lies about everything. The meter was removed August 13th. 
  How was it removed September 24th yet the service was Canceled August through Sept? By the way I've owned the house since summer of 2019, and the gas meter was there when I purchased it, so how did I "initiate" service in March 2022? 

   

  if I was credited why do I have bills for the house EVERY month after September?!?!? I still have a charge of $9.15 since your scummy company only refunded me $3 and change. 
  Regards,
  
  ***** *****

  Business response

  01/13/2025

  On the October 2, 2024 billing statement there are two cancelled reversed invoice amounts seen on page 2 of the billing statement. There is an additional reversed invoice amount seen on page 2 of the October 21, 2024 invoice. The final amount for the E7889 Summit *** location reflets the gas service ending effective September 25, 2024.
  

  Xcel Energy has no further comment on this complaint.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been charged for utilities at an apartment that I never moved into. I had applied and was approved to live in this apartment complex but ultimately never signed a lease and never moved. Regardless of that, I have been billed for two months of utilities and the account is still showing as active despite my numerous requests to "stop service" on a service that never should have been active in the first place.

  Business response

  12/17/2024

  The company has communicated with the customer, offering a detailed explanation of the situation. They carefully listened to the customer's concerns and collaboratively reached a resolution. The customer now has the advocate's direct contact information for any further questions or concerns.

• Initial Complaint

  11/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our 04/03/24 -05/02 energy bill was $151.17 (821 kWh). We got solar installed and the meter misread: the energy portion of our next bill had two sections: 05/02/24-05/03/24 (1 single day) which had usage of 821 kWh exactly matching the previous month, totaling $144.92. We then had a section for 05/03/24-06/03/24 which had the expected amount of -555kWh, due to the solar, which cost us $-78.55, as expected. We called at least 5 times to get the $144.92 from the mistaken reading refunded. We got customer service to agree it should be refunded, but did not receive the credit for months. Finally mid-September we were able to have somebody escalate our case within the Xcel customer service. We received a statement date of 10/23/2024 where the billing adjustment was finally made. The result we expected was a credit of $144.92 and instead Xcel actually charged us an additional $59.01, now resulting in a billing error of $203.93. The length of time it takes Xcel to solve problems is unreasonable and they have so far only made the problem worse after many attempts at resolution on our end. I attached the bill for the month of April totaling 821 kWh. I also attached the bill for the month of May in which I was charged for April's 821 kWh a second time. I also included the "resolution" from 10/23 in which they refunded all our bills, re-billed us, and somehow found us to owe an additional $59.01, apparently for those same 821 kWh.

  Business response

  11/14/2024

  A review has been conducted in reference to the customers complaint regarding billing for the service address. Xcel Energys Customer Advocate contacted the ****************** to correct the billing, and the billing was corrected. If the customer has any questions or concerns, they may reach out to the Customer Advocate at the phone number provided in the email sent.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I sent a confirmed fax on 9/19/2024 and certified letter (signed received on 9/23/2024) regarding accounts *********** three- payments not recorded by Xcel, **********, two payments not recorded by Xcel and *************, nine payments - payments made, however, not recorded by Xcel, discovered during a history payment request. Note: I sent date of payments, amount and check numbers for each payment. On 9/26/2024, I called Xcel Correspondence at ************** and spoked with ******* (LNU) and was advised that ******** ****** has been assigned to this matter. On 9/26/2024, I sent as email to Ms. ****** at ***************************************** regarding this matter. Her reply indicated that she is not dealing with this matter. On 10/01/2024, I got an email claiming that I am behind in payments. Other emails claim credits to each ********** of the date of this complaint. Zero response from Xcel Correspondence PO Box 8, Eau Wis. ***** **************

  Customer response

  10/02/2024

  Maryland Rosenbloom 

  Business response

  10/03/2024

  Hello,
  
  Re: Contact ID 22365986
  
  I have been assigned this case.  I will contact the customer, investigate the issue, and provide a response. 
  
  Sincerely,
  
  Janelle Prince
  Xcel Energy
  Customer Advocate Analyst
  1414 West Hamilton Ave Eau Claire, WI 54702
  P: 715-737-8711   F: 800-895-2895
  E: [email protected]
  ________________________________________________________
  http://www.xcelenergy.com/  Facebook.com/XcelEnergy   Twitter.com/XcelEnergy
  Please consider the environment before printing this email.
  
  This e-mail, and any attachments, may contain confidential or private material for the sole use of the intended recipient(s). If you are not the intended recipient, please contact the sender by reply mail and delete all copies of this message and any attachments.

  Customer response

  10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22365986, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I was told by Ms. Prince that she would not dela with my  concerns any further.  I request that BBB monitors this complaint]
  
  Regards,
  
  Maryland Rosenbloom

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A check was issued to Xcel Energy July 18, 2024, and mailed the same day. I didn't know they never received it until just recently when my current bill was much larger than normal. I also found out they have out sourced their billing department, if you mail a payment it takes 4 weeks to receive it. I have a copy of the check but can't stop payment on it for another 30 days (have to wait 90 days) then if they find it and cash it I will owe my credit union. **** says they are investigating but they want me to pay extra every month until this is caught up. I've heard of this happening to other people and it also happened to me about a year ago. The post office can't search for it unless I send it certified. I would like **** to find the check, show this payment and credit on my account. They seem to have problems with their payments and then don't believe the customer. Thanks

  Business response

  10/16/2024

  There is no payment arrangement set up on the account.
  On September 19, 2024 ,Xcel Energy completed a payment investigate to verify that the payment in question was not received. The appropriate department was provided bank information submitted by the Customer.This information was used to conduct the investigation.  The payment has not been received by Xcel Energy and Customer has been advised to stop payment on the check. 
  When Xcel Energy receives check payments, an image of the check is available to see. Prior to the check being received, Xcel Energy is not aware of what happens to it while it is in mailing system. Based on the check not available in the archive system, that indicates Xcel Energy never received the check.
  Xcel Energy has no further comment on this matter.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/26/2024 I moved out of my residence and stopped service for my xcel energy accounts. ********************** continued to bill me, instead of the new tenants. I talked to a billing representative several times in the months following this discrepancy and the people I talked to said that this issue would be handled and the charges reversed. Now they are sending my account to their collections department.

  Business response

  09/27/2024

  The Advocate has spoken with the Customer. The Customer has been provided the Advocates contact information. The account will be updated to reflect the correct stop date. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Xcel energy billed me for a home that I never lived in starting from 11/17/2023-12/2023 (we did expect to purchase the home and when that didn't go through, we contacted them). They have been made aware of the situation numerous times and have been "escalating" this since January of 2024. Each time I have spoken with them, they have told me it was taken care of and that the charges would be removed in 7-10 days. That has not happened and each call is at least an hour between being on hold for 20 minutes to speak with someone, to going over the same notes, to receiving the same response, to never actually having it resolved. I have in the meantime actually moved to ********* and do use them but have paid my bill since being here while still dealing with this. I have paid $118 on a bill that was $117.67 (not including the portion that is not mine). I happened to speak with the same person twice in 10 days just now to hear the exact same response. I want the charge that does not belong to me removed, and I want credit for the time I have had to spend trying to resolve this when they continue to tell me either it will be removed or they can't reach anyone, or someone will call me back because they can't reach anyone to actually have this resolved.

  Business response

  08/02/2024

   The company has spoken to the customer and provided an 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

  08/05/2024

  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.
  
  I was contacted the day the BBB contacted them which was great but I was again told that it was being worked on and given a direct name and number for the person who was "handling it".  I reached back out to her, she was short, annoyed, and told that she would contact me when it was resolved.  She has not.  I did notice a credit for the amount they were charging (because I received another bill) BUT, NO follow up AND I have to review my statement because my new bill is ridiculously high.  The response they gave is completely false.  
  
  Regards,
  
  *****************************

• 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.

*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. ↩