ComplaintsforXcel Energy
Electric Companies
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Complaint Details
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Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company has to be investigated for overcharging their customers and monopolizing the **************. We ****** are sick and tired of the ridiculous amounts we are being charged for a simple necessity. Ive been changed over ******** in the last 2 months for a single living family home with 3 people living in it which 2 of these people are only home half the day.Business response
02/09/2024
Company records show the customer has been carrying a past due balance. The customer was not charged $1000 in two months. On September 25, 2023, a deposit of $343 was assessed to the account. The customer made a payment on January 26, **** bringing the account current.
On January 30, ****, I contacted the customer to discuss his concerns. His main concern was that he was assessed a deposit. He would like his deposit back or the money credited to his account. We discussed account details which led to the deposit. He was advised I would investigate to see what his options to get his deposit returned. The customer also inquired if he could place service in his name. He was advised since the account has a zero balance he could.
On February 9, ****, I contacted the customer and advised him he can end service and place it in his name. The deposit will be refunded to the account holder minus any charges due on the account. A new bill generated on February 8, ****. Otherwise, the deposit will be held for 12 months. The customer stated no changes will be needed at this time.
***** residential customers will receive an automatic deposit refund if we have held the deposit for 12 consecutive months, we have received no more than two late payments, the customer was not disconnected for non-payment during that period, and we did not receive a late payment in the current month.
If the customer has any additional questions or concerns, he can contact the *********************** at ************.
Thank you.Initial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We cancelled the service with Xcel Energy on Oct 16, 2023, having sold our house and moved out of state. The last bill shows service thru 10/21/23. We have contacted the billing office 6 times for correct billing resolution. We have received automated phone messages stating that we will be turned over to a collection agency unless the amount of $96.90 is paid. Their billing specialist put the account on credit hold on 12/4/23, but we have since received two calls requesting payment. When we speak with billing and are told that there is a backlog of at least thirty days. This has been going on for more than two and one half months with no resolution. We refuse to send them any money until the CORRECT amount is provided, not the amount from Oct. 16- Oct 21st.Business response
01/11/2024
Company records show we received a request to end service effective October 16, 2023. The customer has two accounts and only one was stopped. The other account was ended on October 21, 2023 when a new tenant called to request service.
On November 9, 2023, a billing referral was submitted to rebill the account to the final date of October 16, 2023.
On December 4, 2023, the customer called to inform us we billed him past his end service date. Another billing referral was submitted.
On January 3, ****, I called and left a message we would investigate his concerns. A temporary hold until January 17, **** was placed on the account to allow time for resolution.
On January 4, ****, the ****************** was contacted to correct the account.
On January 5, ****, the billing corrections were completed. The customer was contacted and informed of the new balance.
We apologize for any inconvenience this matter may have caused. If the customer has any additional questions or concerns or to make a payment, they may contact our *********************** at ************.Thank you.
Customer response
01/11/2024
[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
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I moved into my current address and signed a 1 year lease Nov 2022. The previous tenant was a friend of mine his lease was up and was moving out of state so he told the owners he knew someone looking to rent the house. After he moved out I signed my lease and was able to move in. He called Xcel told them he was stopping service and I would be starting service in my name. I started the service Nov in December I got my first bill around ****** then the next month I got a bill for over *****. I called and was told the previous tenant owed for 2 other houses he lived in and I was listed as his spouse so his debt is now mine. I told them I'm not married to him I have proof who *** been married to for 13 years. I never lived in this house with him or any other house. They basically told me to bad. I called several times and got no help at all. I filed a dispute and never heard back. I've been paying for my monthly usage but I keep getting disconnect notices. If you add up my monthly use from the time I signed my lease untill now and add up all the payments I've made I probably only owe around 200 but they have been putting my payments towards the previous tenants debt. I've been fighting with them for over a year now and they refuse to fix their error. I don't see how they can say I'm his spouse when I'm not and just add his debt to my bill. I offered to give them my lease my marriage certificate and they just tell me I still have to pay the full amount. I asked to talk to managers someone in charge and they all say they are the manager. I have no idea what to do now and really need help. It's cold I have 2 kids and a dog I can't have our power shut off.Business response
12/06/2023
A review has been conducted in reference to the customers complaint regarding discontinuance of service and a balance transfer.
Company records show the customer was listed as a spouse on an inactive account which had a past due balance. The balance was transferred to the customers new active account.
*********************** Customer Advocate spoke with the customer on December 6, 2023, and advised what documentation is needed to dispute the charges Per Xcel Energys Dispute Policy. If the customer provides the necessary documentation that was requested Xcel Energy will fix the billing. If the documentation is not provided the customer will be liable for the charges.
There is nothing further pending this complaint.Customer response
12/06/2023
[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
11/29/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My Dad passed away on 1/20/23 - We were paying his electric bill and called Xcel Energy as bills were very high and no one was living in his house and heat was turned way down and no lights on. When we called to talk to them we were told it is an estimated bill and we pay it or it will get turned over to collections. That is FRAUD to bill for services not used! Due Date 2/27/23 pd $109.11 3/28/23 pd $73.25 4/26/23 pd $62.21 5/25/23 pd $57.12 6/116/23 pd $94.53 7/26/23 pd $107.79 8/24/23 pd $117.95 9/22/23 pd $118.63 There is no way that we should have been charged these amounts when no was living there. You can't estimate charge when the house is empty. We are requesting refunds on every bill we paid. We should have been charged maybe $15.00-$20.00 each month. This Account was for:****************************** *************************************************************** Account# ************ *********************** daughter ************ **************************** (POA) son - ************Business response
12/06/2023
The meter for this address was tested, it had *****% accuracy. Meters can only report the number of kilowatts that passes thru them. The company has no ability to identify where the kilowatts are then used. All readings for this address were actuals. The only estimate that took place was for the final bill, as it needed to be read ahead of schedule, due to the closing of the account for a new owner.Customer response
12/07/2023
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.] there is no way that the bills should be that high when no one living there from1-20-23 through 9-3-23. I was told that the readings were a guesstimate.
Regards,
*************************Business response
12/07/2023
I've included a spreadsheet that shows no estimated readings took place in the previous 2 years for this account, except for the reading for the final bill. This had to be done as services were stopped before the normal meter reading cycle took place. Each invoice can be reviewed, the meter reading box on each invoice states if an estimated reading or an actual reading was used for billing purposes. All except for the final invoice state they are actual reads and they provide the actual reading, which corresponds to the spreadsheet provided.Customer response
12/07/2023
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
11/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I live in an apartment and my roommate moved out in July of *************************************** my name and prior to transferring the service I called to verify I did not owe a past due amount and was informed that No past due amount was due, service was transferred on 7/15/23 so today 11/14/23 at 9 am they disconnected my services and I went on line to review my balance and all of a sudden I now owe $7,687.17 they stated since I was an authorized user on my mother's account I am now being held responsible for her past due balance as she was in the hospital one time when her service got shut off and she had to add me as an authorized user to pay the bill to get her service restored, now they are saying since i was an authorized account on her account i am now responsible for her past due balance! I am not her POA nor am I responsible for any amount of money she owes anyone, my mother is now on hospice as she is dying and this is stress I do not need at this time. They are refusing to remove her past due balance from my account and are trying to hold me responsible and are refusing to restore my service so I am sitting here in the dark with no electricity in the middle of November with an autistic son.Business response
11/17/2023
A review has been conducted in reference to the customers complaint regarding discontinuance of service and a balance transfer. Company records show the customer started service on July 15, 2023.
Company records show the customer was listed as a roommate on an inactive account which had a past due balance. The balance was transferred to the customers new active account.
*********************** Customer Advocate spoke with the customer on November 15, 2023, and agreed upon a payment arrangement. The customers service was reconnected the same day.
There is nothing further pending this complaint.
Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My former address is *******************************************************************************. My lease was up on June 30, 2023. I moved out of the apartment to my current residence on June 15, 2023. There is a landline phone that comes with the apartment. The number is ************. I called and notified Excel Energy that my last day at the apartment was June 30, 2023 in late June 2023. I continued to receive bills for service for my former address until August 18, 2023. I contacted the service department at Excel Energy multiple times (at least 10 times) to ask why I was still being billed. They stayed they did not receive a call cancelling service. Consequently, I was billed through August 18, 2023. I asked why they were doubling billing for service but did not get a response. I paid the bill which was the current residents service, July 1, 2023 through August 18, 2023.Business response
10/16/2023
Hello,
A review was completed in response to the customers complaint to the Better Business Bureau. The customer has been contacted three times regarding her stop date and has been advised appropriately.
There is nothing pending this complaint.
Sincerely,
***************************
***************************
Xcel Energy
Customer Advocate Analyst
********************************************************************************
P: ************ F: ************
E: ***************************************************************
________________________________________________________
*******************************************; 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.
&##_(XCEL Confidential - Encrypted)_$$@Initial Complaint
09/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Xcel energy disconnected my power on Tuesday September 12th!! They are refusing to turn my power back on. It's cold in my house. I ended up in the emergency room because I am getting sick from not being able to turn my heat on. I am out of work due to a knee injury. I had to throw away $80.00 worth of food. I NEED my power turned back on.Business response
10/13/2023
Xcel Energy was able to reconnect Ms. ********** account on September 18, 2023. We faxed a Medical Certificate to her Doctor and have not received it back. I was able to speak with ********************** and we agreed upon a payment arrangement that calls for her to make her payment by the end of November. We discussed her also working with Energy Assistance to try and get help on paying the balance off. She advised that she had been in contact, but that there was an extremely long waiting list. Hopefully, they will work their way through that list and she will receive help in the near future. I did give her my name and number just in case she had any issues.Initial Complaint
09/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been trying to disenroll in the Renewable*Connect program since July 2022. On July 12, 2022, I sent an email to the Renewable*Connect team requesting to disenroll. On July 18, 2022, I received an email response saying that I would be disenrolled within 30 days. I assumed that I had been disenrolled, but noticed on July 17, 2023 (approx 1 year later) that I was still enrolled in that program. I sent another email but also decided to call Xcel. Eventually I was transferred to the ** team, at which point I was told that they would work on finally disenrolling me and refunding the difference in cost of staying enrolled in the program. I have heard twice from the person on the ** team who is trying to assist me, but her efforts at escalation have not been successful, and as of today, Sept 11, 2023, she is unable to provide a timeline for getting this resolved.Business response
09/22/2023
A review was conducted in reference to the Customers complaint regarding Renewable Connect cancellation. Xcel Energy company records indicate that the Customer has had Renewable Connect enrollment cancelled with a retroactive date of July 1, 2022. The cancellation was completed September 11, 2023.
Billing corrections are seen on the Customers most recent statement.
Xcel Energy has no further response to this complaint.
Customer response
09/23/2023
[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 can confirm that the resolution is satisfactory to me.
Thank you,
*************************Initial Complaint
07/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I contacted Xcel energy during business hours. By the time I got through the answering system it was past open hours and I was unable to even leave a message. I tried contacting via the customer service email and was given a response to call Xcel which is why I needed to resort to this. I have an issue with my billing account and discrepancy email indicating I have a past due bill amount. There either is an issue with the email not reflecting that Ive paid the account when I have or my Xcel account is not properly hooked up and linked to my billing address. Please finish this job.Initial Complaint
06/30/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unresolved
******** who is a subcontractor for xcel energy replaced my electric meter with a smart meter on 6-21-23. That evening I inspected the work and observed a crack in the siding on the upper left side. I took a picture of the meter a few days before. I made a complaint with xcel. ******** sent a tech to investigate on 6-26-23. They called me on 6-28-23 to deny my claim. I have photographic proof of no crack in the siding before the work was done and observation with my wife too.Business response
08/09/2023
Hello,
Re: Complaint #********
A review has been completed in response to inquiry ******** with the Better Business Bureau. Attached is our response.
There is nothing further pending this complaint.
Sincerely,
***************************
Xcel Energy
Customer Advocate Analyst
********************************************************************************
P: ************ F: ************
E: ***************************************************************
________________________________________________________
*******************************************; 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.
&##_(XCEL Confidential - Encrypted)_$$@Customer response
08/11/2023
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. I do not accept their response because i have photographic evidence of before and after of the meter install. There was no crack in the siding the day before the install and there is a crack the afternoon of the install. Just another instance of a utility company doing nothing for its customers.
Regards,
***********************
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Contact Information
Customer Complaints Summary
47 total complaints in the last 3 years.
20 complaints closed in the last 12 months.