Complaints

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

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  Xcel Energy

  1414 W Hamilton Ave Eau Claire, WI 54701-7252

• 

  Xcel Energy

  PO Box 8 Eau Claire, WI 54702-0008

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/23/2025

  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.

  Xcel Energy installed a new SMART METER. Promptly my KWH doubled. I first thought maybe I was doing something using extra power, so we try to limit our usage. Still did not change. After 5 months of usage double I contacted Xcel billing department. The looked at my account and repeated over and over that nothing is wrong the meter, and I am using double KWH. He wanted to sell a energy saving package, I refused. I told him I will be getting electrician to install a second meter to see if the meter is correct. 30 minutes later a xcel service truck pulls up to house came to the door and informed me he knows what is happening. The meter is set to multiply by 20 this is accurate. The problem is there billing computer system is multiplying by 40, which makes my usage double what it actually is. He said the best I could do is continue paying the bill until they decide to correct the problem. Then Exel will cut a check for reimbursement.This sounds bad. Stealing. I think there is more people out there with this very problem. Check your usage graph, make sure your usage did not double after they install SMART METER..........

  Business Response

  Date: 06/25/2025

  Hello,
  
  Re: Contact ID
  
  I
  have been assigned this case.  However, I will be out of the office June
  27 through July 15. Upon my return, I will contact the customer, investigate
  the issue, and provide a response. 
  
  An extension will be required.
  
  Sincerely,
  
  Janelle Prince
  Xcel Energy
  Customer Advocate Analyst
  1414 West Hamilton Ave Eau Claire, WI 54702
  P: 715-737-8711  
  F: 800-895-2895
  E: [email protected]
  ________________________________________________________
  http://www.xcelenergy.com/  Facebook.com/XcelEnergy   Twitter.com/XcelEnergy
  Please consider the environment before
  printing this email.
  
  This e-mail, and any attachments, may contain
  confidential or private material for the sole use of the intended recipient(s).
  If you are not the intended recipient, please contact the sender by reply mail
  and delete all copies of this message and any attachments.
  

• Initial Complaint

  Date:06/12/2025

  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.

  Date the work occurred: On or around 9/5/24 Type of work: ****************** Address: ***************************************************************************************************************************** We store medical supplies and equipment in this shed pictured. We can not safety do that with a piece of plywood covering up the hole in front of it. All staff are at risk when going out to retrieve medical supplies from the shed. I've called Excel several times and no one has followed up with me on the incompletion of the repair.

  Business Response

  Date: 06/18/2025

  Xcel Energy and the customer have finalized the details
  regarding the next steps. Before the current excavation is closed, an
  additional cable needs to be bored in to avoid having to reopen the concrete
  later. An outage has already been scheduled from Tuesday into Wednesday of the
  following week, with the goal of restoring the concrete by Friday, June 27,
  2025.

• Initial Complaint

  Date:06/11/2025

  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 was a tenant renting a house at **************************************************************. I submitted a stop service request for July 15 2024 which **** confirmed it received. Id be happy to share the email confirmation. The new owners also submitted a start service request and Im sure they can provide email confirmation too. While my gas service was stopped, I continued to receive bills for ********. I called Xcel after receiving the bill for August ******** and they explained that the request got stuck and submitted a request for the billing department I resolve it. They put me on a payment plan which extended the due date while they resolved it. For the past year, I have received bills every month, called Xcel explaining the situation, and they have put me on a payment plan and assured me that the billing department is working on it. However, they refuse to provide me a timeline for this to be resolved or connect me with the billing department directly. I have continued to pay the bills for my new home, (*********************************), which is listed as a service address under the same account. Due to the fraudulent bills, my **** account currently says I owe $1859.29. I just received a letter saying my ******** at the *********** property will be disconnected if I dont pay by June 18th or enter into another payment plan. The bills for Milwaukees street are fraudulent and I need support getting Xcel to address this issue so I dont lose power at my home where I am paying every month on time. Also while they have assured me these outstanding bills will not effect my credit score, I want to be absolutely certain thats true.

  Business Response

  Date: 06/23/2025

  On June 12, 2025, the customer was contacted regarding the stop service request they initiated. Xcel Energy has rectified the billing issue, and no further action is required at this time.  Customer was notified of corrections.

• Initial Complaint

  Date:06/07/2025

  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.

  Our meter was swapped with another apartment at a previous address (********************************************************************). We were billed significantly more than our actual energy consumption, but we didnt figure out the problem with the meters for a few months. It took a couple weeks to get billing things sorted, and we submitted a request with them on 7/15/24, and their three month window to address it came and went. We called back on 9/13/24 and our request was escalated in their system. As of the time of filing this, we havent heard anything from **** regarding our claim, and every time I call Im told to just keep waiting. We dont know how much extra we paid overall, but we know its several hundred at least. I have two previously filed complaints (Case #: ********, Case #: ********). The first was claimed to be resolved over 6 months ago. I have received no sort of update from Xcel since, and every time I try to initiate contact I'm turned away and told to keep waiting. The second complaint simply was not responded to.

  Business Response

  Date: 06/18/2025

  The Company has sent financial documents to the Customer to show the breakdown. They also have my direct phone for any questions 

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 26, 2025, I received a letter dated April 17 stating I owed /$216.88 due to a billing correction for 9/17/243/20/25. It claimed I was incorrectly billed under meter ************* and should have been charged for *************. I was never contacted or involved in the investigation.I live in a large condo complex with towers of 12 units each. Our meter panel is clearly labeled. Upon inspection:* ************* is next to my unit (#***) and cuts my power.* ************* is next to unit 225.* *************, which Xcel says is mine, was next to unit 125 but missing for weeks.**Timeline of Contact:*** **4/28 @ 7:25 a.m.:** Agent was dismissive.* **4/29 @ 5:26 p.m.:** Agent confirmed flagged account.* **4/30 @ 12:50 p.m.:** Tech **** confirmed ********* shuts off my units power. I confirmed again by VM at 4:22 p.m.* I told **** ********* was missing, powered by jumper cables. **** was unaware. Meter was later replaced with ************* next to unit 125.* **5/1 @ 2:03 p.m.:** **** reconfirmed power shutoff.* **5/1 @ 4:34 p.m.:** Agent couldnt see his notes with meter details * **5/12 @ 12:34 p.m.:** Told investigation ongoing couldn't see meter numbers for my unit.* **5/19 @ 8:14 a.m.:** No update, still under review.* **5/23 @ 6:01 p.m.:** Agent *** said investigation closed, insisted ********* is mine, refused to assist, and hung up. Extremely unprofessional will write complaint.* **5/23 @ 6:31 p.m.:** Called back, another agent re-flagged account and requested a new tech visit.**Evidence:*** ********* is next to my unit and confirmed via power test.* ********* is next to 225.* ********* is gone but still being billed; replaced with ********* at unit 125.**Request:**1. Correct billing to meter *************.2. Full audit and adjustments.3. Written documentation for my HOA.4. Account hold with no penalties until resolve I have much more details, but can't exceed characters. Also reached out to my HOA no response.

• Initial Complaint

  Date:04/28/2025

  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.

  I received a notice through the excel app that my first payment of $344 was completed April 3, 2024. I have a receipt. The remaining balance was $146. 47. This was completed April 18th. I have attempted to chat and call with customer service as I recently rebilled again for $344 the payment they said was completed April 3, 2025. I will attach receipts from my account. Today I tried to reach out to excel energy customer service but since the phone wait is so long I then attempted chatting. The agent told me to call the number as she did not have an email address to reach customer service and accounting. The needed to attach the receipts and chat does not have this option. Today in the mail I received a letter saying the $344 was rejected by my bank. They threatened to charge me additional fees and add them to my account.. I contacted my bank and they never rejected the payment. On April 14 I paid the leftover balance and have attached this receipt too receipt. ******.

  Business Response

  Date: 05/12/2025

  A review was conducted in response to the customer's complaint to the ********************** regarding a returned payment at their location.

  
  Company records show that a payment submitted online through My Account on our website on April 3, 2025, was returned by the customer's bank on April 18, 2025, due to non-sufficient funds.A letter was subsequently sent to the customer at their location advising them of this issue.

  
  An additional payment made by the customer using a credit card was received on April 15, 2025. This payment was not returned by the ***************

  
  The Customer Advocate attempted to reach the customer several times without success, so an email was sent on May 12, 2025, advising them of the following information.

  Customer Answer

  Date: 05/14/2025

  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.
  The above receipt does not say processing but rather "pay.ent complete" I also did not receive any explanation for the delay in reaching out to me nor how they can I e minute say the payment is complete. Regardless the customer service and response times are problematic. My receipt of both payments was attached to complaint and ***** alleges my bank returned it. However they did not process it in a timely manner and then sente a receipt that the payment is complete. 
  Regards,
  
  ******** ******

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an Excel rebate if I would purchase electric lawn equipment for residents. I received an email from ******************************************** saying that the Snow thrower purchase was not eligible for this rebate. Their advertising on their website says it is and was within the proper purchase dates. I called the number in the email to get more information *************) today at 4:41 pm. After approximately 15 minutes and the representative saying he was unable to get anyone or provide me any contact information to get back to someone he was going to submit a callback form. He then hung up on me. Prior to him answering it said that all calls were recorded. This is terrible service and I had voiced my concerns about having to reach out again if no one called back - that is why I asked for contact information. I have been a customer of **** for years and this is not how customers should be treated. I would like the rebate issued to me based on their advertising. I would like the representative to be held accountable for hanging up and not helping.

  Business Response

  Date: 05/09/2025

  The Advocate spoke with the ****************** The equipment on the initial rebate application had been incorrectly identified in processing. The equipment was eligible for the rebate and the ***************** issued the appropriate rebate check. There is no further information regarding this inquiry. 

  Customer Answer

  Date: 05/12/2025

  [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, for correcting the rebate. Thank you - I have received it also. What has not been addressed is their representative hanging up on me and providing misinformation and no help. 
  
  Regards,
  
  ****** ************
  

• Initial Complaint

  Date:04/17/2025

  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.

  Blue Raven Solar installed a system on our home in February of 2025. They weren't able to install immediately due to state licensing issues. When they did, it took a couple of weeks to commission and energize the system with our energy provider. On March 4th Xcel Energy came out and energized the system and told us everything was good. During the first month and a week I watched our collection come in. A couple of days ago I received a bill from Xcel Energy expecting the solar collection to reflect on the bill. I then found out Blue Raven Solar said that Xcel Energy did not grant a permission to turn on even though they turned it on. Our system meanwhile was collecting over 900 kW in energy, none which we got credited for. Now, they refuse to tell me where the energy they collected with our system went (even though we know it went to the electric company or back into the grid).

  Business Response

  Date: 04/18/2025

  Xcel Energy records indicate that the customers solar provider needs to contact Xcel Energy's meter shop to schedule a witness test.  Until this test is completed the solar application will remain in pending status.  The customer has been advised to have the solar installer contact the meter shop to schedule the test and have a meter installed.

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initiated a service request on 1/18/2025 to start service at Unit 1 of my apartment complex. I have received my first bill and I am being billed for both unit 1 and unit 2. When I called to inquire agent was very defensive and told me that i had requested both addresses and that it was my fault if I knew I wasn't going to be living at that address. At request of the agent I turned off service to unit 2 since someone else who currently has had an active account for over 5 months is living there. I am seeking an adjustment to my bill of $102.36, because I have never lived at the unit 2 address.

  Business Response

  Date: 04/15/2025

  All requested billing corrections have been completed and are now visible on the customers account and the bill image will be available for the customer April 16, 2025.

  
  The ********************** has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns and together reached a resolution. The customer has the Advocates direct contact information if they have any additional questions or concerns.

  Customer Answer

  Date: 04/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  Date:04/07/2025

  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.

  Xcel Energy-MN is stealing my money. When I owned the house, I had automatic withdrawal from my checking account set up. I sold the house 09/30/2024. I called Xcel to stop service 10/01/2024 at 11:30am. **** withdrew amounts on 10/21 and 10/31, presumably "final ********."Xcel then withdrew $14.79 on 11/20/2024 and another $8.20 on 12/04/2024. I called then and they said they would reimburse me for those amounts. They NEVER did.Xcel has once again stolen money from my checking account on 03/31/2025 in the amount of $162.47. I called them today, 04/07/2025, at 9:00am. ******** had no explanation as to why they stole this money from me. She said someone would call me within 48 hours. Since they never reimbursed me for the previous stolen amounts, I have my doubts, and I don't understand why they can't get someone on the phone today to get this resolved. The **** account was for the house I sold at ***************************************** ************************Account number was ************.My phone number ******************** you.

  Business Response

  Date: 05/01/2025

  Xcel Energy records indicate the customer's service was stopped on 10/1/24 resulting in a final bill which was due on October 29, 2024. At the time the final bill was generated, an autopay payment was already set for the prior month's bill due on October 17, 2024. When a bill generates, the autopay payment is supposed to schedule, however due to the limitation of the autopay payment system, because there was already a payment pending (for October 17, 2024), the final bill did not trigger the autopay for the final amount (due on October 29. 2024). 
  
  The customer had a landlord agreement on file with Xcel Energy, that the Agent did not terminate when they put ion the stop service for the customer on October 1, 2024. On October 2, 2024, due to this agreement and the new owner not contacting Xcel Energy to set up service at the property, service reverted back to the customer. 
  
  On October 21, 2024, a new bill generated for the customer, triggering the autopay to pay the prior final bill and the new bill generated, which would pay out on November 18, 2024. On October 30, 2024, the customer requested a stop service on the premise, which triggered a new final bill. Since this stop service was completed online, and a landlord agreement was still on the premise, the system triggered another revert to owner (the landlord agreement showed the customer as the owner). 
  
  On November 22, 2024, the customer contacted **************** regarding the continued billing and an Agent removed the Landlord Agreement at that time and stopped service for the customer. 
  
  In regard to the payments the customer references in his complaint, the payments debited on November 20, 2024, and December 4, 2024, went towards the balance owed from the actual final bill for the premise. Regarding the payment the customer references from March 31, 2025, the payment was debited due to the prior explained rebilling due to the Landlord Agreement, however the bank did not pay Xcel Energy for this debited amount. Company records show that the payment came back from the bank as Not Authorized. If the customer disputes this, they are welcome to contact Xcel Energy, provide a copy of the bank statement which shows the debited amount being paid to Xcel Energy and a payment investigation will be entered.