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:05/20/2024

  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.

  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

  Date: 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

  Date:05/14/2024

  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.

  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

  Date: 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

  Date:04/17/2024

  Type:Order 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.

  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

  Date: 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

  Date:04/10/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/12/2024

  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.

  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

  Date: 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

  Date:03/11/2024

  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.

  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

  Date: 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

  Date:02/26/2024

  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.

  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

  Date: 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.

• Initial Complaint

  Date:01/29/2024

  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.

  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

  Date: 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

  Date:01/02/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/01/2023

  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 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

  Date: 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 Answer

  Date: 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,
  
  *****************************