ComplaintsforXcel Energy

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xcel provides our gas and our electricity here in ****** ********. We are seniors with a regular lifestyle and regularized daily patterns. Our thermostat is managed through a software program. Our daily habits are the same and have been for 4 years. Well, our November utility **** was the highest we've ever seen since January 2018. Our December **** was $367, a new record higher than November 268.. the top line says that Excel thinks we used 70% more kilowatts !!!!! than we did at the same month a year ago. This is rank nonsense. Same behaviors. Never even used the hot tub. Christmas lights were the same as last year on the same timers. When I called them they tried to blame it on taxes. They could not provide an explanation because this is wildly inaccurate. And I am fearful about what the January **** will look like given this new pattern. I'm hoping you can compel them to actually look at their systems and their billing system and our meter and figure out what is broken Something must be.

  Business response

  02/03/2022

  Company records show this customer has been at the current service address since January 10, 2018, where he is billed for electric and gas consumption. Account records show actual meter readings have been obtained for this customer.
  
  Our records show an electric meter test was requested on January 21, 2021.  On January 24, 2021, 2021, a request was made to expedite the order.  A meter test was completed on January 26, 2021 and found the meter to be within the Commission standards of +/- 2%.  The meter tested at ******% on the full load and ****** on the light load.  A copy of the meter test results is attached for your review.
  
  Xcel Energy cannot determine how a customer uses their **********************; we can only validate that the meter is functioning within the Commission standards.  Tips on saving energy can also be found on the company website, www.xcelenergy.com, and then selecting Save Money &Energy> Residential.
  
  To diagnose an increase in usage or troubleshoot issues relating to the homes wiring or appliances, customers should consult with an electrician or certified contractor.
  
  On February 3, 2022, I contacted the customer to advise him of the meter test results.  He stated he had a contractor come and test his appliances and they found nothing wrong.  He will wait for the next **** to see what the usage is.  He thanked me for following up with him.
  
  If the customer has any additional questions or concerns, he may contact the *********************** at **************.
  
  Thank you

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xcel Energy billed me and collected $265.34 for 8/6/22 through 9/8/31. However, I moved out of my home at ************************************* on 8/4/21. No electric or gas was in use, except for the refrigerator/freezer. After numerous calls to an Xcel agent and months of waiting for a resolution (to be reimbursed for the charges), I was told that the supervisor decided since it was consistent with use at that residence, I would not be receiving a refund. As stated, there was no usage taking place during that time period so it cant be consistent to when I was living at the residence. Please help.

  Business response

  01/03/2022

  A review was completed in response to the customers inquiry with the Better Business Bureau.
  
  A Customer Advocate reached out to the customer on December 22, 2021. During the conversation the customer stated she left the service address on August 3, 2021 and moved to **********. The customer requested to stop the billing effective September 8, 2021 as the closing was on September 9, 2021. High **** scenarios are a difficult conversation since there are so many variables. Between August 3, 2021 and September 9, 2021, the customer was not in the home to monitor or diagnose the usage. She states her realtor was in charge of the home during this transition time.
  To assist in this matter, we provided the customer with a meter reading history. These generally only show the monthly meter reading dates on which the customer is billed. However, since the meter was fitted with an ERT module, readings may be picked up multiple times per month by reading crew on nearby meter reading routs.We have included the additional readings in the history, all of which have been actual readings, there have been no estimated readings.
  The scheduled meter reading dates which are used to generate the monthly **** appear in yellow. The read dates in white were picked up by readers on nearby routes, which helped to break down the usage into smaller periods of time,which gives a better idea of the daily average usage during this time. We see from the billed reading on August 6 until August 17 (11 days) there was 899 kWh used (**** kWh per day). Between August 17 and August 25 (8 days) there was 410 kWh used (**** kWh per day). This is higher than the average usage when the home was occupied. To assist in troubleshooting, we asked that the customer reach out to her realtor to ask more specific questions around this time period. However, the customer did not want to pursue this.
  We understand the customers frustration with the increased usage during this timeframe. The meter reading data shows that the usage increased during a period of time when the customer was away from the home. The ******************** does not know what is using electricity in a home, only the total consumption that occurs between meter readings. The Company is happy to help customers and share ways to lower usage and save money.To diagnose an increase in usage or troubleshoot issues relating to the homes wiring or appliances, customers should consult with an electrician or certified contractor.
  The customer paid the final **** on October 7, 2021 and has a zero balance. For billing questions going forward, the customer may contact our *********************** at **************.      

• Initial Complaint

  11/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my gas services disconnected because of payment issues, told the agent that was there I was grabbing my phone and I would make the payment on the phone in front of her so she wouldn't have to disconnect me. By the time I got my phone from inside and came back outside she had finished the disconnect and left. Still paid more than the amount required to get turned back on, Was told that I could choose between a priority reconnect for a $130 Which would get my services connected within 12 hours, comma or I could go with the normal charge is with the normal charge and it would be within 24 hours. It has been 72 hours since I've paid and they still cannot get anyone out to reconnect my services. I have no heat in my apartment, the weather is forecasting for freezing temperatures at night, I have 2 children 1 with special needs and autism. And every call I make to excel excel they just tell me not today hopefully soon they're really really busy so sorry

  Business response

  12/03/2021

  ****************** and ********************** moved into ********************** #C on March 14, 2019. At that time, they had a zero balance,over the course of time the balance grew to a balance of $1,234.18 on the November 18, 2021, Xcel Energy billing statement.
  
  Xcel Energy sent a disconnection notice on October 15, 2021, for $784.06. When Xcel Energy didnt receive a payment or a call to start a payment plan, we attempted to call the customer at ************.********************** was forced to leave a voice message on November 2, 2021, stating the account was in danger of being disconnected.
  
  Again, Xcel Energy didnt receive a payment or a call back from the customer. On November 18, 2021, ********************** was forced to disconnect the gas service. ****************** made an $800 payment, however Xcel Energy needed to speak with him before a reconnection order could be sent. Xcel Energy called the customer to advise that we needed to speak with him. The customer called later that day and a ******* reconnection order was sent.
  
  Unfortunately, that order was not completed in the 12 hours timeframe. ****************** filed a Better Business Bureau  Complaint and then called the ************************* to file an additional complaint. Xcel Energy received the complaint on November 22, 2021. I immediately called our gas shop to state that they needed to work the order as soon as possible. They were having some computer issues;however, they promised an order was sent and the work would be completed.
  
  I tried calling the customer on November 22, ******* the same number that is on the complaint and was forced to leave a voice message. When I didnt receive a call back, I attempted to call the customer again on November 23, 2021 and left another message. When  I did not hear back from the customer, I tried him again and left a 3rd message. I called the customer again on December 3, 2021 and found that the voice mail was full so I couldnt leave another message. I did send my phone number to have him call me back at ************.
  
  The customer has a balance of $434.18 and can have a payment plan if they need it. The order to turn the gas on was completed,but not until November 27, 2021. I find it hard to believe that the customer went without gas from November 22nd until November 27th and didnt call Xcel Energy. However, without speaking with the customer I have no way of knowing for sure. I am hopeful the gas was restored on the 22nd and that didnt get completed in our billing system until the 27th. Xcel Energy does apologize for the delay in getting his gas restored.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my new **** and the **** had gone up to $250 and it was monthly at $161 when I called and complained...I was told this is "normal"???? I questioned how is this normal...I didn't use my air this summer. **** whom I was talking to from Xcel so she looked back at my amp usages and said someone didn't read this correct and would change it back to the $161. I called today and my **** is still saying I owe $250?? I spoke with ******* and she said they have a note in the system to change it back but they don't know how to get that 250 off my **** and if I don't pay it the they will shut off my power!! What the heck kind of scam is this... I think they need an audit because this just isn't right!!! This is a scam!!!

  Business response

  11/03/2021

  Company records show that the customer was on the Average Monthly Payment (***) plan and the amount was calculated at $161.00 a month based on the average charges over the previous 12 months.  If usage remains the same the following year,the customer ends up with a true-up **** of zero the twelfth month.  A review of the customers meter reading history shows that electric usage increased every month over the previous year.  Our system is designed to review the *** on a quarterly basis and increase the *** if usage has increased to prevent a large true-up ****.  This customers *** was reviewed on September 18, 2021 and the system increased the *** to $251.00 due to the increased usage and growing balance.  The customer called on October 19, 2021 and requested that the *** amount be changed back to $161.00.  This was done in the system, but the **** reflecting the $251.00 had already gone out on October 7, 2021 and we could not change the amount due for the month back to the $161.00.  The *** was subsequently cancelled on October 19, 2021 and the total balance of $362.90 became due.  The customer made a payment of $251.00 on October 28, 2021 and a balance of $111.90 remains. 

*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. ↩