ComplaintsforXcel Energy

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I resided at ****************************************************** from April 2019-June 2021. I called to disconnect my services the same day I moved out which was the end of June. I moved into ********************** July 17,2022 and didnt need to connect the service in my name because the apartment I moved into had it set up to where the property manager paid the utilities and I reimbursed them for what they paid with my rent payment. I had an issue with that so I called into Xcel Energy to get the services in my name and that is when I was told that the services from my old address had never been stopped and Ive been being charged for that place. I have an outstanding balance due to this. I asked them to investigate and was supposed to get an email regarding the issue and I never did. I have tried multiple times to explain and ask questions about getting the charges removed from my account and I am being told that they cant do anything about it and that I just have to pay. This is not right nor is it fair because I havent lived in the unit for years. Someone else has been just living in the unit not putting the service in their name and using the service in my name. I would like for the change to happen immediately and for the charges to be removed from my account. I also would like to be reimbursed for the payments I have made. This also has been reported and is on my credit history as late payments or past due payments and I need it off! This is very inconvenient.

  Business response

  01/12/2023

  A review has been conducted in response to the customer's complaint.  The ********************** could not find any record of the customer calling in to request cancellation of service.  Per the ******** Tariff, "Where notice to discontinue or terminate service is not provided by the Customer, the Customer will be liable for payment of service until such time the Company is made aware of the discontinuance
  and can render a final reading of the meter".  Since request for cancellation of service was never received, the customer is responsible for all charges through the date of cancellation.  The company reached out to the customer but received no answer.  A voicemail was left requesting a return call.  Please let us know if you have any further questions. 

• Initial Complaint

  11/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been invoiced based on estimated monthly usage for the last several months with no explanation why the bill is being estimated.I have made numerous requests from Xcel to determine this information and at one time was referred to call one of their contractors for assistance. I find it despicable that a business would ask a customer to call a contractor for assistance resolving an issue.I would like contact directly from Xcel and an accurate bill of my actual usage.

  Business response

  11/25/2022

  The company spoke to the customer to discuss the issue. We have also provided our customer service phone number in case there are any further questions or concerns.  

  Customer response

  12/02/2022

  [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

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday Oct 17th my power was shut off without warning or notice from the power company, My residence at ****************** went without power until October 25th. I never received an answer as to why the power was shut off in the first place. I was informed on the 18th that the tress needed to be trimmed before it could be turned back on. Landlord cuts the trees on the 19th so I call the same day to let the power company know that the lines are accessible. I was told it would be turned on by the end of the day, I called back on the 20th and was told it would be turned on by the end of the day. I called again on the 21st and was told 3-5 business days till it could be turned on. On the night of the 24th, temperatures got below 32 degrees, it was literally a freezing night. When I called on the 25th, I was informed that a work order was never actually created from any of the calls I had previously made. The sheer and utter disregard for customer service is appalling. I have suffered needlessly due to negligence on behalf of this company, I was not able to heat my home, cook my food, and generally live with dignity because of the lack of humanity and competence displayed by their staff. I had over 8 phone calls with different people, each telling me different things. When it turns out I was lied to about the timetable for my electricity being turned on, that was the final straw. How can their representatives be so ignorant as to not even realize a work order was never even active? Especially after explicitly asking about it, This week long incident has pushed me to contact the BBB because of perceived wrongdoing and negligence on behalf of Excel energy and their employees. Legal action will be considered next,

  Business response

  11/10/2022

  The company spoke to the customer on November 9, 2022, for the reconnection issues,customer service concerns and the trimming trees. Prior to the customer moving in, the property was vacant from the previous tenant, and the service was disconnected. When our serviceman when out to reconnect the services, he stated that the service could not be reconnected due to trees in the lines. Once the trees were trimmed by the customer, the ********************** was notified and issued a reconnection on October 25, 2022, and the service was reconnected the same day.I apologize for any inconvenience this may have caused.  If you have further questions or concerns,you may the company directly.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 05-11-2022 I contacted Xcel to discuss new construction in small town Wisconsin. I was assigned a design engineer *****************************-Dodge on 05-13-2022. Perfect. I asked about trees that needed trimming and *********** service pole 60 feet from my building and a local lineman said no problem. Xcel gives you 300 free so everyone was happy. Except *****. I went from zero dollars to hook up and then PAY XCEL FOR SERVICE, to $7042.59 and STILL PAY XCEL monthly. I still dont have service and its mid October. Oh, better yet, once the ol gal straightened out my address she entered incorrectly and after the third request, and 69 emails, (literally) she threatened me with winter service charges because she couldnt schedule the nearly 500 feet of underground drilling until maybe mid November. She told me the existing triplex poles werent suitable to supply power but she was not going to have them removed or trim the trees back. I asked for tree trimming and she said that wasnt my concern. This lady obviously has an axe to grind and Im the wheel. I dont want to call corporate because everyone has a bad day, but this piece of work has had a bad six months and shes not done with me yet! Long story short, She finally corrected the address, on 10-10-2022 and I paid Xcel that day and she is still making excuses about when Ill have service. I cant wait to see what she has up her sleeve next.

  Business response

  11/03/2022

  The company spoke to the customer on November 1, 2022 and addressed the issue.

  Customer response

  11/04/2022

  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.
  
  There is still no power to the building site. Until this is resolved, I can not concede. 
  I was asked to consider re-zoning it commercial. I was also told that it needs to be listed as residential. 

  This is still a storage shed or garage or barn. No one resides there. I do not understand this process of calling or naming or labeling it, something that it is not. 
  
  Regards,
  
  *****************************

  Business response

  11/08/2022

  A review was completed in response to the customers inquiry with the Better Business Bureau regarding the new construction timeline.
  
  According to our records, the customer submitted a new construction application on May 11, 2022. The designer made a site visit on May 25, 2022. The preliminary design would show the installation of the electric service diagonally across the property which would keep the service length approximately 250ft from the existing distribution facilities.The service was at no cost to the company being the length would be under allowable limits for service length (Defined under Section 4 Service Facilities of the ****************** Rate Book). The designer visited the location several times for construction ********************** started end of August/first part of September and the customers meter location changed (per the builder) from the east side of the home to the west side.
  
  The designer had visited the site on September 12, 2022, to firm up the design and route and take measurements again. The construction on the house had not been started. On October 10, 2022,the customer received the Customer Agreement, a signed contract must be returned to the designer and payment be made prior to scheduling the project with construction. When the designer visited the property on October 26, 2022,the home was being constructed, however there was no meter socket installed on the home, nor had there been an inspection received for the electrical instillation work.
  
  The site is not ready to take service (Site Readiness Requirements) so the adverse winter construction charges were mentioned again. Excess Construction costs can occur when adverse winter construction exists, which includes but is not limited to frost, rock or frozen ground. (See Section 5.5 Excess Construction in the ****************** Rate Book).
  
  The company is working to meet all the customer timelines as this customers site ready and to take service. Customers must abide by all current rules and regulations, the companys policy and applicable code when requesting and installing facilities. Customer is not site ready;however, the ********************** is continuing to work with the customer to install and energize service at the earliest convenience. The proposed installation of the facilities is scheduled for November 8th or 9th.
  
  The overhead line along the north side of South Street is a streetlight service which is not adequate to serve a new residential home. The street light overhead line passes through trees currently and need to be trimmed in the near future. The poles serving this line will be looked at based on the companys maintenance schedules.
  
  There is nothing further pending this complaint.

  Customer response

  11/11/2022

  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 
  
  Better Business Bureau:
  
  
  The statement given to the BBB by Xcel is not an accurate statement of what has transpired. Construction was delayed by Xcel. Proof of construction dates and times provided by Xcel are also inaccurate and outright fabrications by the designer *****. Not even temporary power was not made available. Assumptions were made that Xcel could run power under an adjacent property. Permission was not requested or given. ******** attempts were made to work with Xcel designers who only made assumptions as to where power was to be run to sell the no cost to you claims. Xcel still does not know what type of building was erected. I was told that the underground work needed, would only take a couple of hours. This is what the over $7,0000 that I have paid Xcell has gotten me thus far. Now I am being threatened with winter construction costs due to non compliance and approaching frost. There is no non compliance. There still is no power in the building. Xcel went into the building without consent and made their own assumptions and still continue to refuse to accept the fact that the shop is simply not a dwelling. Their statements are false, given to cover up the fact that the designers made countless mistakes, delayed construction and refuse to connect service. 
  It has now been 7 months. 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Saturday night August 27th we had rain and winds; a large branch fell onto the power line against the back of house.Sunday afternoon I called Excel Energy to inform of partial power outage, that evening a crew of four technician's stated briefly about possible cable issue, one of the techs stated we don't have do any branch cutting there find.As I was about to get detailed information of the problem, I got medical call and stepped away momentarily, When I came back the crew had left without getting further cause of situation.Wednesday evening the 31st I called Excel Energy to get details from the service notes from the techs service call that previously Sunday 27th. The lady stated that she didn't see any notes made by the techs. She then precited to make new appointment for technician come out on September 1. to assess the cable issue only.I left the house that evening, sometime that evening on August 31 the technician came to property Cut 5 branches from tree that wasn't needed, without permission and without request or advance notice.That particular tree centered in middle back yard I had been growing / trimming over the past 20 years which gave shade with ascetics to the whole yard. It was popular location for relatives and friends to hang out.Now the tree has been butchered with only nubs remaining, with the area sunny, open for strangers to see into the back yard which I wanted to avoid all these years.I'm very upset with lack of regard from Tech / Excel Energy.

  Business response

  09/20/2022

  A review was completed in response to the customers inquiry with the BBB regarding tree trimming by the company's trouble department due to storms in the area on August 31, 2022.  Per the company's trouble department, the tree was trimmed by an out of state serviceman who was assisting local crews due to storm damages. The company apologizes for the inconvenience.  Our ultimate goal during emergency trimmings is to get service restored or to make the situation safe as quickly as possible.  We make every attempt to trim only what is necessary to allow our troublemen the ability to work freely and safely.  We have reached out to ****************** but were unable to reach him.  We left him a voicemail to return our call.  Please let us know if you have any further questions. 

  Customer response

  09/23/2022

  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 spoke with an Xcel executive in ***** he contacted me last week named ******, don't write last name.  Office number **************. He stated that a outside crew which ********** had did the

  tree trimming but wasn't sure the individual.  He indicated that I will receive a (claims form) in the mail shortly and the full process of replacement or compensation.  Last spoke with ****** was 

  9-21-2022 also that it will take 30 -60 days to complete processing.  I will keep you updated with further details. 

  
  Regards,
  
  ***********************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contacted Xcel customer service on multiple times to refund me unauthorized charges on my account due to I called Xcel at ph. ************ on December 2, 2021 regarding the $1 additional charge on my account ************. Xcel representative assured me that there is no extra $1 charge on my account. I researched further & find out that this extra $1 charge is that it is for low income people energy allocation charge. I called back Xcel promptly & informed the rep that I am Opting Out from this $1 allocation charge and do Not charge me moving forward. Despite the fact that Opted Out back in December 2021, Xcel continues unlawfully charge me $1 a month which resulted in extra $7 on my **** up to now. My account shows that I owe $10.50 as of June 6, 2022 despite the fact that I made a full payment of $273.49 for May ****** and for June $88.32 on June 6, 2022. I spoke with ***** (Xcel Supervisor) on June 3, 4, 5, call ref #*********, she assured me that all the unauthorized $1 charges since 12/2021 up to current will refunded back to my account and that she will waive the late payment & return check fee since it was Xcel did not post the e-check I paid on May 2, 2022 for $****** on my account according to my Bank. I have never been late on my payments with Xcel. Due to unsuccessful multiple attempts and misleading, false information provided by ***** (Xcel Supervisor), ph. ************, I had to choice but to file a complaint and seek assistance in refunding unauthorized charges of $10.50 on my account. I called Xcel on 6/16/2022 requesting to speak with Supervisor, call ref #********* but I have not heard back from Xcel. Please assist me in refunding of unauthorized charges of $10.50 on my account and Xcel's illegal practice of collecting money from consumers despite the fact that OPTED OUT on 12/2021 should STOP & that Xcel should remedy me for all the hours that I spent during business hours attempting to get this issue resolved with Xcel Energy. Thank you.

  Business response

  07/06/2022

  ************** and I have had some spirited conversations about her account. This problem started when a decision was made by the Commission to have Xcel Energy collect Energy Assistance Charges on the gas and electric service.The Bolle account was billed $1 each month for these charges and ************** wanted the charges removed from the December statement until the May statement.Then on April 4, 2022, Xcel Energy received a payment that was returned because Xcel Energy was going through an upgrade and it had some payment posting issues. When everything was said and done, ************** had been billed for $5.50 for Energy Assistance charges from December, a late fee for $1.86 and a return check fee for $15. ************** spoke with a **************** Representative and they agreed to remove the late charge, the return check fee and $6 for the Energy assistance charges. This is when things got a little confusing, as Xcel Energy sent a **** on May 16, 2022, for $291.85, this **** had the late charge and the return check fee included. ************** only paid $273.49 on June 6, 2022, which is $16.50 less then she should have paid. The next statement was sent out on June 16, 2022, for $111.74, which included the credits for the return check, the late fee and the Energy Assistance charge (total credit of $22.86). This credit was removed from the total balance due so instead of being $111.74, the total **** should have been $134.60, this included the $16.50 previous balance. Thus,after Xcel Energy made the correction the balance dropped to $111.74 and that is the amount that should have been paid for the June 16, 2022 statement. When ************** and I had our last conversation she felt that she should have an additional $10.50 removed from the account. We discussed this for a  while, however she felt she was correct and I felt the Xcel Energy **** was correct. I finally agreed to remove the $10.50 and she sent in a payment for $101.24. I advised her that she would see the $10.50 credit on the next statement, but that she needed to pay the current charges as she currently has a zero balance on the account. ************** has my name and phone number and can call me if she has any questions.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good afternoon, Approximately 6-7 months ago an unknown individual contacted Xcel energy to "start" services at my current address (which I have, and still use as my primary residence). After a day or two, they must have realized their mistake and quickly "discontinued" service at my address. Xcel made no attempt to contact me (the registered account owner). All my utility bills are automated and I pay, give or take, ~$100 a month to Xcel. After the 6-7 months, Xcel sent me a notice that services were about to be discontinued. When I logged onto my customer portal account, all my information had been deleted. When I called to discuss I was informed my **** was $830. I paid the current month, but am disputing the period of time in question. Getting ahold of any kind of decision-maker at Xcel had proven to be a fool's errand. I have contacted them via email and phone and am getting nowhere.

  Business response

  04/25/2022

  This complaint was also sent to the *** and here is the response to them. I have not included the statements to the BBB, but hey have been sent to the ***. 

  ************** started service at ************************************* in *********** on March 26, 2018. ************** would receive the statement and pay it using the online account. On October 13, 2021, Xcel Energy received a request to end service for the property and to put the **** into another name.Xcel Energy completed the request as is standard company policy.
  
  On October 21, 2021, a statement was sent out that states this is your Final ****. I am enclosing the statement for our review and if you look on page 1 under Information About Your ****, you will see it states that This is your Final ****. Xcel Energy had no idea there was a problem with the account until March.
  
  The party that had mistakenly put the **** into their name had ended service and the account didnt have a responsible party paying for the usage. In March of 2022, Xcel Energy contacted ************** about who should be responsible for the charges. He stated that he had lived at the property the entire time and took full responsibility for the account.
  
  On March 21, 2022, a **** was sent to **************,that went back to the last actual reading on September 28, 2021, before the name change and billed ************** to the most current reading on March 1, 2022. A statement was sent for $758.69 that included a transfer responsibility charge for $10.39.That transfer fee charge will be credited on his next statement. The charges are broken out per month and the statement has been included for your review.
  
  The amount due on the account was zero, as we had received a payment for $87.26 on November 1, 2021 and a withdrawal of $671.43 was pending on March 25, 2022. The pending payment was stopped before being completed and a new statement was sent on March 30, 2022. This statement showed current charges of $137.84 and a total balance of $809.27. The payment for $809.27 was completed on April 5, 2022 and then rejected on April 8, 2022. ************* did send in a payment for $137.27. I have enclosed an itemization showing all the charges and credits on the account. The balance on the account is $671.43.
  
  When I was able to be able to speak with *************, he demanded that we give him a credit and remove charges. I advised that Xcel Energy must look at this issue as a billing error and per Sheet No. R154 that states the company can **** for 6 months on a billing error. Since ************* lived here and benefited from service, Xcel Energy needs to **** him for service used and it has been completed correctly. I did offer ************** a payment arrangement and he rejected the offer. He wanted to continue to push to have the charges removed.
  
  I understand his frustration, however Xcel Energy does need to **** for services used. I can start a payment arrangement at a later date. I would be willing to give him up to 24 months to pay this balance in full. He would just need to call me at ***********   

  Customer response

  04/26/2022

  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 have reviewed Xcel's response, and disagree that that my complaint has been resolved.  The timeline of events given sounds generally correct, however I disagree that I was ever sent any kind of notification that services at my address had been started or stopped (No FINAL **** notice was ever sent to me).  The first notice, written, electronic, or otherwise, didn't happen until late April (which is when I called them-- only to be given the run around until I filed this BBB complaint).  I attempted to log into my online account, which no longer had any activity associated with it, my contact info and auto billing had all been erased from my account and it was no longer associated with any address.  At that time I re-assigned my address to my account and picked up payment for the current month's charges ($137.84).  In Xcel's reply, they also omitted the fact that the cancelled payment of $671.43 was debited to my bank account without my authorization (I had to reach out to my bank and cancel).  I had only just re-added my bank information to pay the current months charges, Xcel took it upon themselves to auto-deduct the amount I am disputing.  I was also only given a breakdown of the charges over the timeframe being disputed after I had spoken to them following this BBB complaint, prior to that I was only given the $809.27 figure and told I needed to pay.

  
  

  Additionally, in response to Xcel's citing of Billing Tarriff R154 (attached to their reply), I have no context where this document came from, or who it was drafted by.  When I asked to review previously, I was told they would "look for the right section and send".  When I did my own review of the Public Utility Commision (PUC) Code of Colorado Regulations--Rules for ******************* Utilities 4 CCR *****-- Page 51 Section (D), it states:

  2. A utility may transfer a prior unpaid debt to a customers **** if the prior **** was in the name of the customer and the utility has informed the customer of the transferred amount and of the source of the unpaid debt (for example, and without limitation, the address of the premises to which service was provided and the period during which service was provided). 

  In this instance, Xcel had discontinued services in my name, and started them in someone else's, so I was no longer the responsible party on the account.  Xcel acknowledges in their reply that, "The party that had mistakenly put the **** into their name had ended service and the account didnt have a responsible party paying for the usage." It took Xcel 4 month to even identify that there was power being consumed at an address where there was no designated responsible party.  In my opinion, this is Xcel's responsibility and simply bad business practices.  Up until I filed this complaint (which this is my first ever, FYI) Xcel dismissed my concerns, and repeatedly took the position of "shut up and pay".  I have also filed a complaint with the Colorado Public Utility Commision

  
  Regards,
  
  *********************

• Initial Complaint

  02/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been living at my residence since April 2021. Since then, Ive payed on time as well as add my bank account information to avoid any late charges. October 29, 2021 I noticed I was not billed after that. I checked my account, email, and received no notification whatsoever. February 21, 2022 I received a **** of $388.96 due March 11. I was going to pay the **** and had scheduled the payment. February 25, 2022 I receive an email and text message about my new **** of $518.53 that was due March 17. I called customer service to make sure the **** was correct. I explained my issue to customer service. They checked my account and said that there was a note about how my address was used under a different persons name. The billing department referred the **** to me, and that was why my **** had accumulated that much. I was shocked and confused because I never received any notification about this issue and was told oh this happens all of the time, haha by the customer service representative. I expressed that I am being wrongfully charged the amount because of Xcel Energys negligence. I feel deceived and forced to pay for Xcels mistake. Had I been notified, I wouldve payed on time. Instead of fixing this issue that happens all of the time, they continue to let this error occur. This mistake should be Xcels responsibility and not mine, due to their negligence.

  Business response

  03/11/2022

  A review has been completed in response to the customers inquiry with the Better Business Bureau.

  
  Company records show the customers service with Xcel Energy began on April 9, 2021. On October 1, 2021 a second customer requested to start service and provided the Company with the incorrect address, which caused the current customers billing to end.

  
  On January 31, 2022 the second customer notified us of the error and our ****************** was notified to correct the billing. The corrections were completed on February 21, 2022 and the current customer was placed back into service and rebilled. Per PUC billing rules, when an error occurs, Xcel Energy is allowed to the correct the billing of the customer receiving the debit a maximum of 6 months.

  
  We apologize for any inconvenience this may have caused and appreciate the customers patience and understanding in this matter. If the customer would like to discuss payment arrangements,they may call our *********************** at ************.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Excel energy has claimed for months, since august of 2021, that they cannot read our electric meter. In January they told us that it was fixed, but since then, they have sent letters claiming the inability to read it due to a locked gate or no access. We have contacted them and tried to resolve but they continue to claim it cant be accessed or read remotely. There is a gate but it is not locked. We continue to get estimates bills that have increased substantially every month.

  Business response

  03/10/2022

  Xcel Energys  last actual read on the meter was on September 4, 2021, which resulted in an estimated read for the customer on September 16, 2021. The meter manufacturing company has 2 months to correct the issue prior to it coming to our meter reading group for a manual read.  Due to supply chain issues and a shortage of meters to exchange that would correct these issues, the meter reading group has experienced a significant increase in manual read requests. In November the request went to our meter reading group, however they were not able to attempt a manual read.  In December they were able to attempt a manual read but were not able to gain access to the meter and a letter was sent to the customer.  In January they did not attempt to get a reading. In February they again attempted, but could not gain access and another letter was sent.  The good news is the meter was exchanged on February 28, 2022 and we hope this will fix the problem. I was able to speak with ******************** and gave him my phone number just in case he has any questions. He told me that the meter readers didnt knock on the door to gain access so I advised that I would send the manager a note to have some additional training for these employees. I also stated that since we were able to exchange the meter that we got an actual reading that will be reflected on the March ****. I advised to wait to make the payment on the account until he receives that ****. I have put a collection hold on the account until April. 

• Initial Complaint

  02/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I emailed them on February 1st with this "My bank account was entered correctly by me 3 times and your system rejected it 2 times. There is a $15 return check fee and it needs to be taken off. Verify what I'm saying if you want, but please waive that charge or I will have to report to the BBB. I obviously have the money to pay and there is no reason for that fee, you need to check your system because I entered the same information every time. I would like to keep the credit on my account to prevent future errors on your end. Thank you!"And February 9th:"The weird part is that I put the same information in every time and it only went through after I had to call customer service for her to do something to my account. Also, am I being charged a deposit? Doesn't autopay negate that charge? Thank you for your time!"Their response on February 16th:"Hello ***********, Account: 53-0010886265-8 Thank you for contacting Xcel Energy.I am able to confirm a deposit was applied to the account on 11/22/2021 and was removed from the account on 11/23/2021. Your voice matters! Please take a short survey to let my supervisor know how well I did.Thank you for contacting us. I was happy to help."

  Business response

  02/17/2022

  The banking information submitted by the customer for the My Account payments made 12/6/21 through 1/13/22 showed the numbers were transposed on the 2nd and 4th digits of the bank acct# on the 2 payments that were rejected. 
  
  The 2 returned check fee charges for $15 each were credited to the account that total $30 will be on the next billing statement as requested in the BBB inquiry.
  
  The customer requested to keep the credit balance to be used for future bills.  If this is not accurate and the customer wants the credit refunded he can request and we will process the refund.
  
  This information was sent in a n e-mail to the customer.

  Customer response

  02/17/2022

  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.]I didn't even have service with you in 2/6/21.
  
  Regards,
  
  *********************************

  Business response

  02/18/2022

  Xcel Energy's position has not changed.  The transposed numbers on the account number for the bank account were enter by the customer.  As a courtesy ********************** credited the 2 returned check fees.

  Customer response

  02/18/2022

  [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,
  
  *********************************
  

*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. ↩