Complaints

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

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• 

  Xcel Energy, Inc.

  414 Nicollet Mall Fl 5 Minneapolis, MN 55401-1993

• 

  Xcel Energy, Inc.

  825 Rice St. Saint Paul, MN 55117-5459

• 

  Xcel Energy, Inc.

  5050 Service Dr Winona, MN 55987-1305

• 

  Xcel Energy, Inc.

  3115 Centre Pointe Dr. Saint Paul, MN 55113-1132

• 

  Xcel Energy, Inc.

  PO Box 2747 Fargo, ND 58108-2747

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:01/05/2023

  Type:Product 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.

  Starting on December29th, this company Xcel made 19 charges on JC ************* account. The total amount of $3.767.28 paid to Xcel Energy. Xcel Energy does not provide service in our area, *************.

  Business Response

  Date: 01/23/2023

  The Advocate assigned to responding emailed the customer on January 9, 2023. A response back was not received. There is a scam currently where fraudulent payments are being made to current customer accounts using a bank account that does not belong to that current Xcel Energy customer. It is happening to a number of customer and non-customers. ********************** takes payment fraud very seriously. We recommend that customer's contact your bank and let them know as soon as possible about the fraud and follow their recommendations. Its possible the non-customer's bank or credit card information may have been compromised and used to pay a current Xcel Energy customer bill.

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Copy of email to Xcel sent 12/31/2022:You have sent me 3 different payment amounts. $245, $269, and $514. The app shows that $245 will be taken out on January 4 and $514 will be taken out January 5. Since we were away from home for 1/3 of the month and our energy usage shows less than the previous month and the less than the same month last year, you should be careful about taking out all that money from my account. I will be filing another complaint with the ************************************* Attorney General, Better Business Bureau, and local news stations. Your last representative, ******, failed to contact me for 2 months after my initial complaint, then told me all these billing irregularities were just my opinion and not fact. I have no other option but to pay whatever you say, or risk ruining my credit and freezing to death. Attaching additional correspondence from a billing issue in October.

  Business Response

  Date: 01/18/2023

  the company addresses the inquiry via email to the customer. They have the current contact information for further questions. 

• Initial Complaint

  Date:12/27/2022

  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 been raising its prices in a very abusive way that makes basic needs for energy unaffordable to many people. Obviously, they use too many excuses that have no basis, while the company is making extreme profits. The rate increase has happened multiple times in the last *************************************************************** the short run not caring about the impact this will have on average customers. Also, I tired to contact them multiple times, but they never answered or returned messages. This company has government support in a biased, unethical way that cause pain to customers. Apparently, Xcel has no ethical business conduct and there is not control over their pricing. They need to be held accountable for the hard they do to people.

  Business Response

  Date: 01/06/2023

  The company has spoken to the customer and explained the situation. The customer has the advocates direct contact information if they have any additional questions.

  Customer Answer

  Date: 01/08/2023

   I am rejecting this response because: Xcel representative couldn't; in any away explain, justify or the outrageous price increase. In fact, her info were not inline with commodity market and price fluctuations. Also regarding the other part of the complaint, she provided false information about the communication channels, mainly the phone line and ******** messenger. She denied I called the right number while I dialed the customer support number that was on their website and the automated message stated that Customer Support couldn't take calls regarding billing issues because of high volume of customers calling. Obvisouly, the majority of customers are outraged about the unjustified price hike that rangesbetweem 60% - 100%. The rep also was transparent about me trying to file complaint with PUC, which means that Xcel monopoly power is greater than customers will. The price increase as I see it is sponsored and supported by corrupt politicians and Xcel management and they all need to be invtestiaged. The new price is not affordable by a wide range of customers and does not reflect commodity prices. Also, if Xcel took on renewable energy projects, why are they impacted that much by commodity prices. 
  
  
  

  Business Response

  Date: 01/10/2023

  A review was completed in response to the customers complaint submitted to the Better Business Bureau.
  
  Most customers see their highest bills this time of the year.  The increase seems to be primarily related to heating the home and the increased cost of gas. This customer was billed properly for residential service.
  
  There are a number of factors that drive the prices of natural gas; these include temperatures across the U.S. and ******, economic activity, current natural gas production,and natural gas storage inventory levels across the nation.  Xcel Energy works to get the best prices for its customers, within the framework of the pricing structure and events in the natural gas industry.  We use a seasonal strategy to store gas in the summer and use it to support our customers loads in the winter allowing us to reduce our gas purchases during the normal high gas demand time of the year.  All costs associated with increases or decreases in the commodity price of natural gas are passed along to the customer on a dollar-per-dollar basis.  Xcel Energy does not profit from the sale of the natural gas.
  
  When evaluating high bill concerns, we compare prior usage and billing at the address.  ****** gas rate for 10/2022 was $0.880600 compared to 10/2021 at $0.353100.  In 11/2022, the gas rate was $0.953200 compared to $0.473800 in 11/2021. These rates are determined quarterly and could change by the first quarter of 2023. Given a rise in cost of approximately 50 to 70 percent in the last year,combined with higher usage and lower temperatures, recent bills reflect those increases.
  
  Actual readings have been taken from the meter and the consumption is in line with previous ******* for the address.  For these reasons, there is no indication that there is anything wrong with the meter or the meter readings.
  
  There is nothing further pending this complaint.

• Initial Complaint

  Date:12/14/2022

  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.

  *** lived in the same house for 50 years.My current Xcel Energy bill, dated 12/8/2922, shows my gas usuage as 154 therms for 11/04/22 to 12/08/22 and same period of time last year,12/07/21, shows 66 therm.12/08/22 Meter reading is **** 12/4/22 Meter reading is **** Not right..somethings wrong I Asked them to physically check the gas meter, supposedly installed in 2004,they saidNoI understand the cost of natural gas has increased over last year I understand inflation But 66 therms same period a year ago Now 154 for current time Xcel Energy, ****** in ********, told me she, personallg, has talked to over 300 customers with the same questions and complaint.Xcel Energy is gouging customers!!!THIS NEEDS TO BE INVESTIGATED AND RESOLVED ASAP TO AVOID ADDITIONAL, INCORRECT, LARGE SUMS OF MONEY PAID TO XCEL BY CUSTOMERS!!!THIS IS GOUGING AND WRONG

  Business Response

  Date: 12/28/2022

  Hello,

  I'm requesting an extension as we were able to remove the gas meter in question. However, we are still awaiting the results of the meter test, that the ********** will need to perform. The meter shop is aware that a complaint was filed & the results are needed to complete the case. 

  Thanks,
  

  ****

  Customer Answer

  Date: 12/28/2022

   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.

  However, as ****, Xcel, stated, complaint is not closed since we are waiting for the results of the old meter being tested.

  If meter was registering more usage than used, then Xcel would be making a monetary adjustment to me.

  As of today, 12/28/22, **** left me a VM that she has not received results yet.

  Complaint should NOT be closed.

  Thank you

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of this year my electric bill went from averaging $55/month to $490. Throughout the summer it stayed that way and I have contacted them about the situation. Their response was that my meter was not transmitting the usage and therefore the amount of usage was being estimated. xcel energy said that they had a meter replacement scheduled and would replace the meter and then credit the overcharge back to me. At the end of September I removed autopay from my account so that they could not keep charging the exorbitant amount but on Oct 24 my account was charged once again for $440. For 6 months now they have been overcharging by $400+ dollars! And even after I deauthorized automatic payments. I would like assistance in recouping my costs from Xcel because I don't have trust that they will make it right. I also think that they should pay interest or a penalty for the overcharges as this has caused me issues with my accounts and spending.

  Business Response

  Date: 11/08/2022

  Company records show that the automated device attached to the electric meter stopped transmitting readings after the July 6, 2021 reading.  Readings were estimated until we obtained an actual reading of ***** on June 7, 2022, which was much higher than the previous estimated reading.  Readings were then estimated until we exchanged the meter on October 11, 2022.  When we exchanged the meter, we obtained an actual reading of *****,which was lower than the estimated reading of ***** used for the October 5,2022 reading.  Subsequently, we corrected the billing with the actual reading of ***** and this resulted in a credit balance of $1,259.13.  An order has been issued to refund this credit balance.  

• Initial Complaint

  Date:10/18/2022

  Type:Product 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.

  9-27-2022, bill due date for energy usage.Amount paid: $82.86 for total energy usage thru automatic billing program.We have a solar system. Our charge for electricity for the month was indicated as over 6X greater than our normal monthly charge and our consumption was listed as over 75X greater than our normal consumption.It appears the bill did not acknowledge our solar system energy production.I contacted customer service to resolve this billing issue. My call was dropped (disconnected) after about 10 minutes with the first customer service agent; and after about 15 minutes with the second customer agent. Finally, a third agent looked at and was able to confirm the amount of electricity usage and the amount billed. The agent was also able to look at and confirm the amount of our solar production for the month. After about 45 minutes, the agent stated they were not able to address the overbilling since we have a solar system. Instead they provided a phone number to contact their solar division for assistance. I called the number over three consecutive weeks; the phone calls were never answered and voice messages were never returned.We appear to have no recourse for this overbilling, since Excel will not respond. Our bill for the current month has returned to the usual amount.We would like a refund for the overbilling for the bill due 9-27-2022.Thank you for your assistance.

  Business Response

  Date: 11/03/2022

  Due to a Better Business Bureau complaint the company tried to contact the customer different three times and was unable to speak to the customer to resolve the issue. 

  Customer Answer

  Date: 11/03/2022

   I am rejecting this response because:
  
  Business should identify themselves on caller ID, rather than appear as an Unknown Caller.

  The business could text a response or email.

• Initial Complaint

  Date:09/25/2022

  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.

  After advising Xcel in mid January (the 1st time), that my *********** were changing banks, Xcel still continued to try & draft from our old acct. Not only did they make this attempt on the 25th of February, but also on the 25th of March. Due to Xcels draft attempts against our old account, the drafts were rejected for non payment. I was told by ******* on August 9th that that kicked us off of our auto draft. She then said she could put us back on auto if I could make a deposit while on the phone with her plus give her an amount that we could handle on top of our regular payments until the extra amount is paid off. I told her lets make our new monthly payment an even $300. After receiving a $2300 BILL!!! I called back on Monday/Tuesday & spoke with **** hoping to find out what the heck is going on, & naturally its our fault. He said were not on budget billing, because of non payment. Then said we missed the current past due amounts because theyve always been manual ******* didnt the August payment. He argued that Ive always manual paid & that Xcel doesnt do auto pay through bank accounts only debit cards. Said they show me as manual pay with debit, which I dispute, but then CONFIRMED the last 4 of my checking account number. I dont know how our account with Xcel blew up but we really need SOMEONE to care, & help fix this mess before they throw away 25 yrs of service with us.

  Business Response

  Date: 10/06/2022

  The company has spoken to the customer about the issue. We together have come to a resolution and the customer has our contact number if needed

• Initial Complaint

  Date:09/24/2022

  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.

  I have owned my home for over 20 years. I received an xcel bill in the mail with another persons name on it for my address. When I inquired they said a request was submitted to change the name. Since this can be a fraud scheme to establish an address I asked for more information about how this is possible to be done without my consent or alerting me and they did not respond. I want to understand what was submitted and what controls they have in place to not just change billing details because they receive a request.

  Business Response

  Date: 09/27/2022

  Hi ******, 
  
  I heard back from **** at Xcel and he gave me a long list of reasons why they will not make any changes. They will continue to allow any person to call in at any time to change the name on the residence and discontinue the billing even for someone like me who has lived here for over 20 years. I am not satisfied with the response. They should sent a confirmation to the prior homeowner if someone else calls to change besides the current homeowner.
  
  Thanks! 
  Linn 
  

  
  

• Initial Complaint

  Date:09/24/2022

  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.

  After fleeing a violence against womens act I stoped living at **************************** in ******* I informed them of my move they claim I did not and they want me to pay the next month of electricity for the new tenant Ive called now twice. a month apart and asked for a supervisor to call me back they say it will only take a few hours but weeks go by with no solution to the fraudulent charges.

  Business Response

  Date: 10/10/2022

  Company records show that the customer completed an online request to start service on February 7, 2022 for service at *****************************; The customer then contacted the ******************** on July 27, 2022 to stop service.  There is no record of the customer requesting to stop service prior to this date by phone or online.  Subsequently, the customer is liable for charges through July 27, 2022 in accordance with the *********************** tariff that is approved and on file with the *************************************.  The pertinent portion of the tariff states, Subject to its rates, rules, and regulations, the Company will continue to supply electric service until notified by customer to discontinue the service. The customer will be responsible for payment of all service furnished through the date of discontinuance.  The customer may want to speak to the apartment manager to see if they will accept responsibility for charges from June 28, 2022 to July 27, 2022.  The customer is eligible for a payment arrangement to help pay the balance if the apartment does not accept responsibility.  Arrangements can be made with our ***************** at **************. 

• Initial Complaint

  Date:08/31/2022

  Type:Order 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.

  Solar panels installed on house and Xcel came end of May with only one of the meters and then identified multiple internal things that would need to be resolved before my solar could be turned on. Included tree trimming near lines, a new post, transformer to handle my solar panels. Significant delays have since happened from **** forward. I have had to push the project forward as much as possible. I will soon have $1000+ in energy bills paid due to internal delays. I have sought financial assistance for credits to my bill because I think someone who has paid for panels should not also be paying for internal delays rather than the multimillion dollar company that is having them. I have not got a single call from a person in billing. The project folks have passed my complaint onto to others with still no call. I have filed with ******************** for ***************** and my next step is legal. I want **** forward reimbursed by check for all Xcel delays in turning on my panels as well as additional amount for lost energy that would have been collected over the longest days of the year that would float me through winter. My panels should be pulling in up to **** KW during summer months as I have 36 panels. I am upset at delays but even more upset that I have had panels sitting while I continue to pay energy bills due to internal delays of the only utility option available in ******. I have multiple emails checking in on projects, there appears to not only be delays in action but delays in internal communications. I am better informed on the status of the project than the folks that should be. I want Xcel to be financially accountable for its inability and delays in turning on my panels. This is financially impacting me.

  Business Response

  Date: 09/02/2022

  Specific details of the project have been shared with the customer via email. In short - the solar panels were installed before engineering approval from Xcel Energy. It was found that in order for the solar to benefit the customer, the transformer needed to be upgraded. This upgrade will be done at the cost of Xcel Energy and not by the customer. The engineering approval has been provided on September 1, 2022. Xcel Energy now needs the interconnection agreement signed by customer and installer and then ********************** would sign after those parties. Xcel Energy requests that the solar installer provides the Final Electrical Inspection for review and approval - after this the solar meter can be ordered. If all goes smoothly then meter installation could happen around September 9, 2022.

  Customer Answer

  Date: 09/02/2022

   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.