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.

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

• 

  Xcel Energy, Inc.

  PO Box 2747 Fargo, ND 58108-2747

• 

  Xcel Energy, Inc.

  5363 260th St Wyoming, MN 55092-8045

• 

  Xcel Energy, Inc.

  825 Rice St. Saint Paul, MN 55117-5459

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:02/24/2025

  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 is ripping me off charging crazy amounts on electric bills when our electric was out three days they are charging everyone extra hundred dollars a month no matter what or who it is. My electric. Went out for two days and they won't reimbursh til July? Also I mailed then an electric discount their own paper three months ago then they said they mailed me another one three weeks ago cause they lost my form and still have not received another discount form Excel energy is over charging me like the rest when we have had alot of warm days they charged my son 300 when he didn't live in a house they have over charged my aunt over charged me in the past and now the last two months when my house is insulated I have a new meter and thermostat and I keep my house cold and thermostate low I use two light bulbs and my washer every three days I only cook one meal on my stove top a day my oven doesn't work and my son's trailer that has holes and has five people living in this trailer use a lot more electric ipads computers heat washer dryer use poor insulation and my electric is higher my daughter lives in the mountains and has valted ceilings runs dryers for her business dries dogs all day and her bill is lower than mine??? Excel energy is crooked !! I'm on a fixed income they must be stopped! I want my money back!!

  Business Response

  Date: 03/05/2025

  A review was carried out in response to the customers complaint to the ********************** regarding a high bill at their location.
  
  To ensure the accuracy of the electric meter, it was tested on February 28, 2025. The test results showed that the electric meter was registering at ******% accuracy on a full load and 100.07%accuracy on a light load, which are well within accepted industry standards.
  
  Xcel Energy is unable to provide any internal maintenance issues that may be contributing to the homes electric consumption. This is because such issues fall outside the company purview.

  
  On March 3, 2025, Xcel Energys Customer Advocate reached out to the customer to review the meter test results and provided a current electric meter reading, which showed lower consumption compared to previous records. The customer mentioned that a new thermostat had been installed.Additionally, the Customer Advocate mailed a Residential Space Heating Rate Certification Kit to the customers address, as the home is fully electric.

• Initial Complaint

  Date:02/20/2025

  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.

  **** has been over billing my KwH usage since November. They have refused to send someone to the house to ensure our meter is not broken, despite several requests to do so. They have offered no solutions and keep saying "next month" the bill will balance out, then they increase the bill. Nothing has changed in my house since October to explain the bill more than tripling in usage.

  Business Response

  Date: 03/03/2025

  A review was conducted in response to the customers complaint submitted to the ********************** regarding a high bill.
  
  To ensure the accuracy of the electric meter, it was tested on February 26, 2025. The test results showed that the electric meter was registering at ******% accuracy on a full load and 100.09%accuracy on a light load, which are well within accepted industry standards.
  
  On February 27, 2025, Xcel Energys Customer Advocate spoke with the customer and provided them with the meter test results as well as their electric and gas bill history.
  
  Xcel Energy is unable to provide any internal maintenance issues that may be contributing to the homes electric consumption. This is because such issues fall outside the company purview.

• Initial Complaint

  Date:02/07/2025

  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 moved recently. I made multiple attempts to call Xcel energy to cancel my service at my old address, but was unable to get through their automated system to do so. I was able to talk to someone on February 5th who was able to cancel my old service, but they told me I would still have to pay any charges that were occurred after I moved out before the service was cancelled. I told them that doesn't make sense as I did not have access to that property and could not possibly be liable for any charges. The charges are only around $5.00, but the situation is ridiculous. I asked them to credit my account for that amount, and they refused. I escalated to a manager and received a call back today about the issue. The manager suggested I contact the manager of the old property and ask them to pay me the difference. That is simply ridiculous. She held that they are unable to refund the charges for services I never received. Again, the amount is $5.00 and this should be a very minor issue. I am beyond frustrated that a multi-billion dollar company can have such a policy, regardless of the amount. I am being forced to pay for services not rendered, and I have no choice but to continue being a 'customer' as I have no other option for electricity. I would like whatever charges occurred at my old property between 1/27/25-2/05/25 to be credited to my account. This is not a hard problem to solve, but the company is a monopoly and can do whatever they please, with almost no recourse for 'consumers.'

  Business Response

  Date: 02/12/2025

  A review has been completed in response to the Better Business Bureau inquiry about a delayed stop request. The stop request has been backdated to January 27, 2025, for the customer of record, and a refund has been processed. 

  
  On February 12, 2025, the Advocate informed the customer via phone about the issued credit.  

• Initial Complaint

  Date:02/07/2025

  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.

  At the end of July, I moved from one apartment to another apartment and submitted a stop/change service request to start service at new address and stop service at old address. I have a screenshot proving this was done. At the end of October I received a "no connect charge" from my apartment complex for $100. I inquired with the office and their third party utility billing service (Minol) charged this to me because they said I did not connect electricity. This was when I discovered that Xcel never completed my stop/start request. So, between July and October I was BOTH paying for my old apartment and ALSO being billed for electricity at my new apartment through their third party billing service, *****. At this point I was unfairly being charged a no connection fee of $100 because of Xcels mistake. This is in addition to paying electricity at an apartment I was no longer renting. Upon calling **** to rectify this situation, I was told by a manager this happens a lot. All I asked them for was a refund on the utilities I paid to my old apartment. The manager I was escalated to agreed to this resolution. This was in October 2024. Months passed and I kept following up for my refund and continued to get escalated up their chain of command. This week, I called again to express my frustration and they promised to get me my refund within a day or two. Yesterday, I opened up my xcel app expecting to see a credit. Instead I was met with a $500 bill. Upon calling they explained that they reversed everything - including the money I paid through Minol and that I needed to contact Minol for my refund. Minol is saying no money was ever refunded to them and my apartment complex manager has indicated this is an Xcel issue and they try to pull this stuff all the time. I feel like Xcel is lying to me and this is all their fault to begin with. In addition I am seeking $100 from them for the no connect fee I acrued because of their mistake.

  Business Response

  Date: 02/12/2025

  A review has been completed in response to the Better Business Bureau inquiry regarding the service address that was mistakenly started in the customer's name. Initially, there were two online requests to start service at different addresses. One of these requests should not have been processed. Xcel Energy has removed the incorrect service address and rectified all billing issues.

  
  The Advocate contacted the customer via phone and email on February 12, 2025, and followed up with an email detailing the findings.

• Initial Complaint

  Date:02/05/2025

  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.

  I currently have a RF (remote radio communication) communicating electric meter that sends via radio my monthly power usage to Xcel Energy for billing purposes. Today (2/5/25) I was informed that when I opt-out of the option of receiving a Smart Meter, that in lieu of the Smart Meter option my current communicating meter will be replaced with a non-communicating meter and I will be charged $15 monthly for someone to physically come to my house to record my monthly power usage. My complaint is why am I forced to except replacement of an existing and operating communicating meter with a non-communicating meter and charged $180 annually? How is it me keeping the current system less efficient and more costly than a non-communication system Xcel is trying force upon me.The current system I now have is a less expensive, is operating and does not require someone monthly come to my home to read the meter. The $180 annual fee is totally unnecessary and is a false option to the Smart Meter and amounts to extortion, which is illegal.

  Business Response

  Date: 02/21/2025

  The Advocate communicated with the customer, that the meter that is currently in place at the address sends out signals to Xcel Energy vehicles as they drive thru the neighborhood, picking up readings for the entire neighborhood on a single day. The trucks pick up the readings and then our customers are billed accordingly.  ********************** is moving away from this type of technology as better technology, with increased safety measures has become available. As well as manufacturers no longer make this older type of meter and no longer offer support for them. 
   New meter technologies benefit customers by improving reliability, restoring power outages more quickly, and providing customers with more information about their energy use. Customers who choose to have meters that require a monthly probe from an Xcel Energy Field Technician are assessed an additional monthly fee. This fee only applies to customers that are choosing to opt out. In reviewing the account, the Advocate made note that on February 5, 2025, the customer did accept the opt-out charges. The Customer was provided the Advocate's contact information.

• Initial Complaint

  Date:01/24/2025

  Type:Customer Service 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.

  ****'s savers switch program is impossible to discontinue. Ive called twice today after being on hold for over 10mins I'm told I need to call another number in which an automatic message started xcel is responsible and hangs up. The program has decreased our heating to below 50 degrees and over 80 in the summer.

  Business Response

  Date: 01/27/2025

  This specific customer could not be located in the billing system due to incomplete information provided to the BBB and passed to the Company. One account was located that had a customer inquire about removal of their Savers Switch on January 24, 2025 for deactivation and removal. It is important to note that the person listed on this complaint was not listed on that account and the ******************** would be unable to provide more specific details if there were further concerns. We apologize if there was a delay in getting this person to the correct business area to handle the savers switch request.
  

  We provide information surrounding Savers Switch below.
  
  The Saver's Switch program offers customers the opportunity to save money on their electric bills by allowing Xcel Energy to cycle their central air conditioners off and on for short intervals (typically ***** minutes) at times of high usage.
  
  Our goal is to keep customers cool and comfortable while managing peak loads and system reliability. Customers are not eligible for the credit if they deactivate and reactivate the switch during the same summer.
  
  Savers Switches in ** were only activated once in 2024: July 30, 2024 for two hours from 4:00 PM to 6:00 PM.
  
  They are not used to control internal temperatures of a home, and are not a thermostat, but when activated it is only cycling the ** unit on and off as described above. The hotline number customers can utilize to see if a control day is occurring would be **************. 

  Customer Answer

  Date: 01/27/2025

   I am rejecting this response because: after calling back three times I finally reached an honest representative who canceled our savers switch program (with the information provided) without having to call an additional number. Savers switch lowered our heating two days (1/20/2025 & 1/21/2025) in a row to below 50 degrees. The entire savers switch is a scam from the false information to giving canceling customers the run around. 
  
  
  

• Initial Complaint

  Date:01/17/2025

  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.

  When I moved, I had notified Xcel that I was moving (I believe I had called to do it and asked to transfer). I got a no-reply confirmation email that said "thank you for notifying us about your move" so I understood that I was transferring my service. However, I have since been charged from October 1, 2024 to Jan 15, 2025 even though I did not live in that apartment. I called **** and was told they would not take it off my bill, and I would have to seek the reimbursement from my old property management (even though part of these charges I have not paid yet). I asked if this would be the case even if I had my apartment complex affirm that I had moved out and they said they would not take it off my bill. My old apartment complex called today in order to notify **** and affirm that I moved out October 1. I'm just looking to be reimbursed/have the charges I haven't paid yet removed for a building I did not live in, especially because the confirmation email I received from **** stated "thank you for notifying us about your move."

  Business Response

  Date: 01/28/2025

  A review has been completed in response to the Better Business Bureau inquiry regarding the outstanding charges on the customers account. The service at the customers initial property address was stopped due to another customer of records request to start service at that location. The stop request can only be backdated with prior notification from an online or phone request.  Xcel Energy did not receive the proper request, and after thoroughly reviewing the account, it has been confirmed that the charges for both properties are valid.

  
  The Advocate contacted the customer via phone on January 28, 2025, followed by an email of the findings. 

  Customer Answer

  Date: 01/28/2025

   I am rejecting this response because:
  
  I did speak with a representative on the phone and she stated **** could not adjust their bill, even though the property manager was kind enough to call Xcel, confirm I was no longer a resident, and request the bill for the time period at issue. Later, this same representative emailed me and cited a regulation while claiming **** could not adjust the bill, seeming to suggest that the reason the bill could not be adjusted was due to the state regulation (a tariff). This seems like a disingenuous attempt to convince me Xcel legally could not adjust their bill; if I was not an attorney and familiar with state statutes and regulations, I imagine I would have been intimidated into giving up even though the regulation in no way would prevent Xcel from adjusting a bill.

  I informed them I received an email stating that Xcel knew about my move, and while it was after the fact, I had called to let them know there was a mistake and the property manager did the same and asked to pay. **** has refused that offer, even though they certainly would be able to. Im happy to provide my lease as further evidence that it ended and I moved out on the date I said I did, even though the property manager has already confirmed this to Xcel. 
  

  Part of the issue here is that I have not yet paid the full bill for this time period, so its not a matter of seeking reimbursement. It seems incredibly inconvenient that Xcel would ignore any evidence that there was a mistake and refuse payment from the property company, forcing me to pay and then seek reimbursement from a third party, weeks after theyve been aware of there was a mistake. It seems especially disingenuous because I have no option but to use Xcel. I would certainly choose to use a different electric company if I could, but utilities are granted a monopoly and that forces me to give them my business with essentially no recourse in situations like these. 

  Business Response

  Date: 01/30/2025

  According to Xcel Energy's rules and regulations, the company will continue to supply electric service until the customer listed on the account notifies us to discontinue the service. The customer is responsible for payment for all services provided up to the date of discontinuance.

  
  Xcel Energy will not remove the charges for this property prior to the notification date of January 15, 2025.  The billed amount remains unchanged.

  
  Xcel Energy has no further response.

  
  

• Initial Complaint

  Date:01/06/2025

  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.

  Xcel energy has been paid ****** by myself, and ****** by Liheap. The bill is only ****** and some change. They refuse to give me a refund after they have been overpaid ******. I paid first, then ****** contacted me a couple hours later and said the bill is paid in full. I need my money back and they are refusing to refund it. I need your help getting justice. I can't report unauthorized payment. Xcel energy said to report to my debit card it was unauthorized. I don't want to lie to my bank, when they could easily refund my money. Thank you, I await your response.

  Business Response

  Date: 01/08/2025

  A comprehensive review was completed in response to a complaint submitted to the Better Business Bureau (BBB) regarding an overpayment on account.  After a thorough examination, it was confirmed that the payments made on January 7, 2025, were initiated by the customer of record, and there was no error on Xcel Energys part.
  Currently, there is no credit balance on the account, as a payment arrangement is in place to cover the past due balance and future charges.  An email has been sent to the customer informing them of the reviews findings.
  Xcel Energy believes it has carefully reviewed and addressed the issues raised in the complaint, and no further information is required at this time. 

  Customer Answer

  Date: 01/08/2025

   I am rejecting this response because:
  I I'm closing the account with **********************. They can return the remaining balance to Liheap. I don't do a prepaid service for future billing. Never had a prepaid service with Xcel. Like stated before. I paid ****** Liheap paid ****** on a total balance of ******.  It's theft by receiving if they refuse a refund and you the BBB is advising them against the crime they are committing towards me. There has never been a prepaid or payment for the future with them, ARE YOU CRAZY??? I will press theft charges and close the account Feb 1st You ALWAYS side with the business even if it's illegal what they do. Xcel energy does not have a prepaid service for future billing, but they do have a refund policy that they are not following and you're not enforcing, smh. What is y'all purpose? I see why people go into businesses and go crazy. They are thieves. I'm going to file a police report against them and complain about the BBB too.
  
  

• Initial Complaint

  Date:12/31/2024

  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.

  I attempted to get a few removed from a bill I didnt approve or consent to. They are refusing but I believe it is still stealing and I need more assistance with getting these fees removed.

  Business Response

  Date: 01/02/2025

  A review has been conducted in reference to the Customers complaint submitted to ********************** regarding the affordability charge seen on the bill for the service address. Company records indicate the customer initiated service at the address effective July 1, 2024.
  The Customer has requested not to pay the monthly affordability charge. The affordability charge is a flat fee surcharge per meter to fund a ********** Energy Discount program or ********** Credit (LIC) program in **, which was mandated by the ** legislature. The *************************** approved the proposal.
  On January 2, 2025, the Customer Advocate advised the customer there is not an option to have the charge removed or refunded to the Minnesota Customer.
  PER MINNESOTA ELECTRIC RATE BOOK - MPUC NO. 2
  ********** ENERGY DISCOUNT RIDER
  PROGRAM SURCHARGE Rider program costs shall be recovered in the following per month amounts, with the total surcharge as a separate line item on customer billing statements:
  Service Category Base $0.65 LILU $0.47 PowerON $ 0.82 Medical Affordability $0.18 Total Residential $2.12.
  This charge will continue to be seen on billing statements for the customer.
  ********************** has no further response on this complaint.
  Thank you. 
  

• Initial Complaint

  Date:12/25/2024

  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.

  I had used Xcel Energys app to submit a stop of service on my old apartment, to which they said they never received, which was a problem with their app.After realizing that service was never cancelled and I was being billed incorrectly, I called to dispute the bills that I had paired incorrectly and those that were still active. On the call they confirmed that they would be crediting $200 and removing the $50 active bill and that it would take 2-3 months to get credit.I waited 2-3 months for credit and never received anything.After calling back, I was told that the previous employee was wrong and they I just had to pay.All in all, I have paid $250 for electricity in an apartment that I didnt live in.

  Business Response

  Date: 01/06/2025

  The Customer Advocate is still investigating the issue and will be reaching out to the customer.