Complaints

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

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  Xcel Energy

  1414 W Hamilton Ave Eau Claire, WI 54701-7252

• 

  Xcel Energy

  PO Box 8 Eau Claire, WI 54702-0008

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:02/26/2025

  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 received my bill from them for natural gas supplied from 9-16-24 to 10-15-24. The natural gas bill was ****** which I disputed as I had not turned my furnace on until the end of October. I reached out to them to say there was an error in my bill. They sent someone out to check my meter and that checked out. In the following months until today 2-21-25 I have called them every month and have gotten no resolution. They would tell me it would take up to 30 days, then 60 days. This morning I called them again and after sitting on hold twice I was told that I did use that amount of gas during that time. There must have been a leak or something wrong with my furnace. Wouldn't there have been a smell of gas if that much leaked ? I would have needed to call someone to check on the leak, none of that happened. They suggested I call a service man. I have a program through Excel that I pay every month in case I need service or repair. It is called Homesmart and their number is ************. Since the October billing the amount of gas I have used is consistent with what I assumed I would pay. My current bill for gas is ******. I called them this morning also and they told me I had my furnace serviced on 9-19-24 and at that time it was in good running order ,with no issues. I feel they are trying to get me to pay for gas that I didn't use

  Business Response

  Date: 03/07/2025

  A review was conducted in response to the customers complaint to the ********************** regarding a high gas bill at their location.
  
  On September 25, 2024, a work order was issued to replace the customers meter module as part of an ERT module exchange project in the area.
  
  On October 4, 2024, the work order was completed with the installation of a new ERT module. At that time, Xcel Energys **************** also collected an actual reading from the meter.However, due to unforeseen circumstances, Xcel Energys system calculated the wrong amount of therms used during this period.
  
  On March 5, 2025, all billing corrections were completed on the customers account. *********************** Customer Advocate contacted the customer to inform them of the system issue and apologized for any inconvenience this may have caused.

  Customer Answer

  Date: 03/07/2025

  [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

  Date:02/20/2025

  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.

  In May 2024, I expanded my current business at *********************** into the space next door at ***********************. In October 2024, during an Energy Audit offered by the ********************** it was identified that I was being billed at incorrect rate (GENERAL SERVICE instead of SMALL GENERAL SERVICE for our newly added space at ***********************. I contacted Xcel Energy on 10/29/24 and spoke to **** (HO1264820938) and it determined that I indeed WAS getting overbilled. She stated that that I will be getting a refund for the the overbilling from 10/29/24 and moving forward and that the RATE would be corrected on my bill. As of today, 2/20/2025 I still have not received a refund and I continue to get overbilled - this is now $1000s in overbilling. I have called Xcel Energy twice (1/2024 and 2/2025) and they cannot tell me when this will STOP and be CORRECTED. This is THEFT. As a small business owner I cannot continue to give an interest free loan via overbilling to Excel Energy. I am asking for help in EXPEDITING the CORRECTION and RESOLUTION of this problem. I have attached a copy of my most recent bill showing the incorrect rate. This is an ongoing problem since **** was alerted to it in OCTOBER 2024.

  Business Response

  Date: 03/04/2025

  A review has been completed in response to the Better Business Bureau inquiry regarding the rate tariff.  The rate on the property address in question was updated on February 13, 2025.  

  The account has been adjusted with the billing correction and a new statement generated on February 14, 2025.  No further concerns to address on this complaint.

• Initial Complaint

  Date:01/23/2025

  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.

  Xcel Energy double charged me for service by $166.47 after reading my meter on 7/21/2024 and charging me twice. I spoke with customer service who created a ticket and acknowledged that this is exactly what they did. The informed me this could take up to 60 business days to resolve. I waited the 60 business days and called them when there had been no communication or resolution. They told me that their billing department was behind and they would escalate the issue. I waited for 124 business days to elapse with no communication and resolution and called again. They again told me that their billing department is behind. I asked for a new time frame, they can't give one. I asked if I should stop paying them, they said it would hurt my credit. I asked if I will be given what I would have earned in interest had I had the money in my high yield savings account, they said there will be no compensation. I asked to speak to billing, they said that isn't possible. I asked to speak to a supervisor, they said they can't transfer me. I asked if I have absolutely no options here but to continue to wait while they hold what was admittedly a mistake on their part while I am out the $166.47, they said that is correct. Xcel energy has stolen money from me and refused to give it back and has not resolved the issue in anywhere near a reasonable time frame.

  Business Response

  Date: 02/11/2025

  Customers Statement of the Problem:

  
  Xcel Energy double charged me for service by $166.47 after reading my meter on 7/21/2024 and charging me twice. I spoke with customer service who created a ticket and acknowledged that this is exactly what they did. The informed me this could take up to 60 business days to resolve. I waited the 60 business days and called them when there had been no communication or resolution. They told me that their billing department was behind and they would escalate the issue. I waited for 124 business days to elapse with no communication and resolution and called again. They again told me that their billing department is behind. I asked for a new time frame, they can't give one. I asked if I should stop paying them, they said it would hurt my credit. I asked if I will be given what I would have earned in interest had I had the money in my high yield savings account, they said there will be no compensation. I asked to speak to billing, they said that isn't possible. I asked to speak to a supervisor, they said they can't transfer me. I asked if I have absolutely no options here but to continue to wait while they hold what was admittedly a mistake on their part while I am out the $166.47, they said that is correct. Xcel energy has stolen money from me and refused to give it back and has not resolved the issue in anywhere near a reasonable time frame.

  
  February 11, 2025  FINAL REPORT 

  
  A review was completed in response to the customers inquiry submitted to the ********************************************* regarding the double billing for the customers electrical service. 

  
  Company records show that on July 22, 2024 the non-communicating meter at the premise was replaced with a smart meter. At the time of the meter removal a final reading is taken and bill accordingly. Records indicate that the agent who entered the removal mistyped the final reading resulting in the double billing. The appropriate departments have been advised that we are requesting their help in finding resolution for this customer.

  
  ********************** apologizes for the delay in billing and acknowledges the frustrations related to not receiving the electric portion of the statement. Xcel Energy believes it has carefully reviewed and addressed the issues raised by the customer. 

  Customer Answer

  Date: 02/11/2025

  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.
  
  The issue mentioned in your response was identified on my first call in August, when I was told it would take up to 60 business days. We are now nearing or over 120 and 3 more phone calls. You have not compensated me for the delay, you have held my money otherwise generating income, you have given me no recourse, yet expect prompt payment from me. You have broken my trust in your service and suffer no repercussions. Further, you have had a manager call me with a promise of a call the next day. This didn't happen. Then you promised a second call within 2 days. This didn't happen. I am very upset and feel owed compensation.
  
  Regards,
  
  *********** ****

  Customer Answer

  Date: 02/11/2025

  I am waiting on a resolution to the issue which would at minimum be a refund of the charge that they acknowledged was a mistake and have now exceeded twice as long as promised for a resolution on multiple occassions.

  Business Response

  Date: 02/26/2025

  The customer's billing has been corrected as of February 13, 2025, resulting in a credit on the customer's account. The customer was notified of this correction via the postal service on February 13, 2025. This Issue has been resolved. 

• Initial Complaint

  Date:12/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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

  Date:12/08/2024

  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.

  **** 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/04/2024

  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.

  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

  Date: 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

  Date:11/02/2024

  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.

  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

  Date: 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

  Date:10/01/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 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 Answer

  Date: 10/02/2024

  Maryland Rosenbloom 

  Business Response

  Date: 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 Answer

  Date: 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

  Date:09/27/2024

  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.

  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

  Date: 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.