Complaints

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

close

Find a Location

Xcel Energy has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/25/2025

  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 just received my monthly bill from Xcel energy. To live in our house for one month it is ******. It is just my husband and I living there. We are gone ***** hours for work. We have new appliances, new windows and I keep the thermal stat at 64. I am not going to be able to afford to live there much longer if this is what I am being charged. I get charged a customer fee. I get charged a distribution fee and the actual use charge. I get charged for ********** families, but I cannot afford to pay my bill. I would like to know why they are allowed to charge me right out of my home. Tell me who can afford ****** a month and that was a month where I thought it was warm. I am having to look at selling and moving to a place where I can get service from maybe **** Energy. Why do I only have one choice and they are not competing for my business. How is this fair. They get rate hikes every year. Why do I have to pay to be their customer when I do not have a choice in being their customer. Do they not make enough money. I want someone to look at my new meter and explain why they can charge me to be a customer when I have no other choice.

  Business Response

  Date: 04/08/2025

  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 and gas meters, they were tested. On March 26, 2025, the electric meter test results indicated that the meter was registering at *****% accuracy on a full load and ******% accuracy on a light load, both of which are well within accepted industry standards. On April 7, 2025, the gas meter test results showed that the meter was registering at a -0.6 weighted average, which are also within accepted industry standards.
  
  Xcel Energy is unable to provide any internal maintenance issues that may be contributing to the homes electric or gas consumption. This is because such issues fall outside the company purview.

  
  Xcel Energys Customer Advocate attempted to contact the customer regarding the meter test results but was unsuccessful. Therefore, an email was sent to the customer with the results, along with a twenty-four month billing and consumption history.

• Initial Complaint

  Date:03/17/2025

  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.

  This company fraudulently started service in my name for someone that is not me at a location I do not live at.I cancelled my service on 2/24 at 8:24:06 because I moved. I have confirmation. Then on March 17th I received a letter that service was started in my name at my old address. The letter was dated March 4th and the service was turned on on March 15th and billed to me. I asked to speak to a manager. Was told they do not let customers talk to managers. Was told someone could call me back. I told them I do not feel comfortable because ***** ever calls back. She said the issue was a big mistake on their end and that she would forward a complaint and get someone to return my ******* one ever called.

  Business Response

  Date: 03/19/2025

  A review has been conducted regarding the Customers inquiry about service billing in her name at the service address, following her stop service request.
  Service *************************** Period: September 1, 2020, to February 24, 2025.
  Subsequent Billing Period: February 26, 2025, to March 17, 2025.
  The Customer stopped service in her name on February 24, 2025, and the services reverted to the landlord's account on the same day.
  On March 4, 2025, Xcel Energy received an online request from a representative of the property owner to transfer the service billing back into the Customers name, effective February 26, ********* request was not an error on Xcel Energys part.
  Upon review, it was determined that Xcel Energy did not place a landlord agreement on the Customer's account. The Customer Advocate advised her to contact the landlord for further assistance.

  Customer Answer

  Date: 03/19/2025

  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 Customer stopped service in her name on February 24, 2025, and the services reverted to the landlord's account on the same day.
  On March 4, 2025, Xcel Energy received an online request from a representative of the property owner to transfer the service billing back into the Customers name, effective February 26, 2025. This request was not an error on Xcel Energys part.
  Upon review, it was determined that Xcel Energy did not place a landlord agreement on the Customer's account. The Customer Advocate advised her to contact the landlord for further assistance.

   

  All of this is a complete lie. I have a recorded phone call from the representative. I have never heard of this landlord agreement until this email, and I was NEVER advised to contact the landlord. I highly recommend pursuing this further. I am actually shocked at this response considering I have the letter they sent me, the charges were posted to my account long after I moved, and the representative told me herself it was a huge mistake on their end.

   

  This is identity theft, and what they are saying is incorrect. 

   

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

• Initial Complaint

  Date:03/14/2025

  Type:Billing 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.

  ***** ***** ****** wi-pays with check, *** ***** for ****** ***** ********* wi, auto pay set up; ***** moved from ****** st {electric heat} called 12/18 to end service and transfer to University ** (heat included); 12/18-1/23 Xcel billed ********************** for university **; ***** paid Clearwater. **** was called to correct; clearwater billed twice; we have no statements. ***** paid clearwater 1/27 $42.63 02/10 $20.51; Feb 18, ***** called xcel, ***** billed for hobart st 1/23-2/04 (12 days) ******; ***** billed for university **. plus ***** non recurring charge for xcel to make change, ***** asked why billed for xcel mistake; they will correct; Feb 28 ***** called xcel, ***** payment applied to ***** acct, ***** billed for hobart, ***** not removed, they will correct; ***** called 03/11 **** ***** wrong, *** will enter a complaint, they will call ***** on 03/12 (but didn't) 03/13 ***** called, was told I (*****) called earlier that day and it's corrected. I did not, she said, well it's fixed now. Later ***** called IT support as both ***** acct and ***** acct showed ***** ****, no ***** ****. *** made a new account for *****, with new email, Later, ***** couldn't get on ***** acct. will try tomorrow; 03/14 tried to get on acct, it was down. called xcel, *** got it working and linked accounts. Now ***** can login with new email and manage both accts. Also told ***** how to print statements. After printing statements, ***** noticed that $***** was billed to ***** twice and ***** once, reimbursed once, ***** called again, ***, ****, was instantly rude, raised her voice, listed calls made and "it's not wrong, You have been paid", wouldn't listen when told "***** was charged multiple times, I am looking at the statement", asked to talk to supervisor, told rudely "There isn't anyone". Asked to file billing error, "you can't" ***** **** up, statements are messed up, We don't know who paid what and shouldn't be billed ***** for their mistakes Tired of calling

  Business Response

  Date: 04/10/2025

  The company 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: 04/14/2025

  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.
  After once again getting billed double what was quoted to me, I called again (#7?) ********* was the first ****** to explain the ***** charge.. which she said was to transfer addresses, after looking, she said their was an open complaint and she would have someone call me.  Several hours later, ***** B called.  He had to talk it over with a coworker to figure it out. Long story short, he will send a payment history of the two accounts.  I expressed I wanted details showing what was billed, what was paid, by whom it was paid, out of which account, to which balance and back again when applied to the wrong account. I wanted a paper trail.  What I recieved was a list of dates with amount and balance.  No details of where the money came from or what it was for. The statements actually had more info because at least it said what the bill entailed. This involves two customers, three addresses, three sources of payment and two accounts being intertwined  He stated there were a few weeks where knapps were not billed. I think he still doesnt know they mistakenly billed the owner of the property and we had to reimburse them.  I shared my frustration with the many calls, especially **** getting snippy with me. He explained that employees have limited minutes to resolve a problem or they get questioned.  not my policy, not my problem, if it intimidates employees to not give the time needed, maybe they should change it. He also pointed out a few things, which confirmed my suspicions that **** straight out decieved me. In the end, I felt he was telling me what I wanted to hear to make me go away.  He was not rude, I just felt a lack of empathy for the mess I was trying to fix.  I recieved the email from JB  All it contained was a list of dates, description (which said either electricity invoice or Cash Receipt)  amount and balance. there are no details as to what account payments were made from, which address it involved, etc.  I plan to look it over more tomorrow, but feel I still do not have what I requested. I should not have to simply take his word that it is straightened out.  Especially since I have been told that about four or five times already. I will email him in the next day or two, asking for another call, but with this being a holiday weekend, I would prefer it after Easter.  Again, I want more details explaining, who, what, when, to which account etc. Partially because I still do not know what was billed to whom and also that I want very accurate details for the rep ***** reports, to prevent any suspicion of fraud or abuse.   I tried to attach the email, but each time lost everything I worked on without loading the attachement. If you would like a copy of what he sent, please reach out to me and I will try agian. 
  [Please type your response here.]
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:02/26/2025

  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 received my bill from them for natural gas supplied from 9-16-24 to 10-15-24. The natural gas bill was ****** which I disputed as I had not turned my furnace on until the end of October. I reached out to them to say there was an error in my bill. They sent someone out to check my meter and that checked out. In the following months until today 2-21-25 I have called them every month and have gotten no resolution. They would tell me it would take up to 30 days, then 60 days. This morning I called them again and after sitting on hold twice I was told that I did use that amount of gas during that time. There must have been a leak or something wrong with my furnace. Wouldn't there have been a smell of gas if that much leaked ? I would have needed to call someone to check on the leak, none of that happened. They suggested I call a service man. I have a program through Excel that I pay every month in case I need service or repair. It is called Homesmart and their number is ************. Since the October billing the amount of gas I have used is consistent with what I assumed I would pay. My current bill for gas is ******. I called them this morning also and they told me I had my furnace serviced on 9-19-24 and at that time it was in good running order ,with no issues. I feel they are trying to get me to pay for gas that I didn't use

  Business Response

  Date: 03/07/2025

  A review was conducted in response to the customers complaint to the ********************** regarding a high gas bill at their location.
  
  On September 25, 2024, a work order was issued to replace the customers meter module as part of an ERT module exchange project in the area.
  
  On October 4, 2024, the work order was completed with the installation of a new ERT module. At that time, Xcel Energys **************** also collected an actual reading from the meter.However, due to unforeseen circumstances, Xcel Energys system calculated the wrong amount of therms used during this period.
  
  On March 5, 2025, all billing corrections were completed on the customers account. *********************** Customer Advocate contacted the customer to inform them of the system issue and apologized for any inconvenience this may have caused.

  Customer Answer

  Date: 03/07/2025

  [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:02/20/2025

  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.

  In May 2024, I expanded my current business at *********************** into the space next door at ***********************. In October 2024, during an Energy Audit offered by the ********************** it was identified that I was being billed at incorrect rate (GENERAL SERVICE instead of SMALL GENERAL SERVICE for our newly added space at ***********************. I contacted Xcel Energy on 10/29/24 and spoke to **** (HO1264820938) and it determined that I indeed WAS getting overbilled. She stated that that I will be getting a refund for the the overbilling from 10/29/24 and moving forward and that the RATE would be corrected on my bill. As of today, 2/20/2025 I still have not received a refund and I continue to get overbilled - this is now $1000s in overbilling. I have called Xcel Energy twice (1/2024 and 2/2025) and they cannot tell me when this will STOP and be CORRECTED. This is THEFT. As a small business owner I cannot continue to give an interest free loan via overbilling to Excel Energy. I am asking for help in EXPEDITING the CORRECTION and RESOLUTION of this problem. I have attached a copy of my most recent bill showing the incorrect rate. This is an ongoing problem since **** was alerted to it in OCTOBER 2024.

  Business Response

  Date: 03/04/2025

  A review has been completed in response to the Better Business Bureau inquiry regarding the rate tariff.  The rate on the property address in question was updated on February 13, 2025.  

  The account has been adjusted with the billing correction and a new statement generated on February 14, 2025.  No further concerns to address on this complaint.

• Initial Complaint

  Date:01/23/2025

  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 double charged me for service by $166.47 after reading my meter on 7/21/2024 and charging me twice. I spoke with customer service who created a ticket and acknowledged that this is exactly what they did. The informed me this could take up to 60 business days to resolve. I waited the 60 business days and called them when there had been no communication or resolution. They told me that their billing department was behind and they would escalate the issue. I waited for 124 business days to elapse with no communication and resolution and called again. They again told me that their billing department is behind. I asked for a new time frame, they can't give one. I asked if I should stop paying them, they said it would hurt my credit. I asked if I will be given what I would have earned in interest had I had the money in my high yield savings account, they said there will be no compensation. I asked to speak to billing, they said that isn't possible. I asked to speak to a supervisor, they said they can't transfer me. I asked if I have absolutely no options here but to continue to wait while they hold what was admittedly a mistake on their part while I am out the $166.47, they said that is correct. Xcel energy has stolen money from me and refused to give it back and has not resolved the issue in anywhere near a reasonable time frame.

  Business Response

  Date: 02/11/2025

  Customers Statement of the Problem:

  
  Xcel Energy double charged me for service by $166.47 after reading my meter on 7/21/2024 and charging me twice. I spoke with customer service who created a ticket and acknowledged that this is exactly what they did. The informed me this could take up to 60 business days to resolve. I waited the 60 business days and called them when there had been no communication or resolution. They told me that their billing department was behind and they would escalate the issue. I waited for 124 business days to elapse with no communication and resolution and called again. They again told me that their billing department is behind. I asked for a new time frame, they can't give one. I asked if I should stop paying them, they said it would hurt my credit. I asked if I will be given what I would have earned in interest had I had the money in my high yield savings account, they said there will be no compensation. I asked to speak to billing, they said that isn't possible. I asked to speak to a supervisor, they said they can't transfer me. I asked if I have absolutely no options here but to continue to wait while they hold what was admittedly a mistake on their part while I am out the $166.47, they said that is correct. Xcel energy has stolen money from me and refused to give it back and has not resolved the issue in anywhere near a reasonable time frame.

  
  February 11, 2025  FINAL REPORT 

  
  A review was completed in response to the customers inquiry submitted to the ********************************************* regarding the double billing for the customers electrical service. 

  
  Company records show that on July 22, 2024 the non-communicating meter at the premise was replaced with a smart meter. At the time of the meter removal a final reading is taken and bill accordingly. Records indicate that the agent who entered the removal mistyped the final reading resulting in the double billing. The appropriate departments have been advised that we are requesting their help in finding resolution for this customer.

  
  ********************** apologizes for the delay in billing and acknowledges the frustrations related to not receiving the electric portion of the statement. Xcel Energy believes it has carefully reviewed and addressed the issues raised by the customer. 

  Customer Answer

  Date: 02/11/2025

  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 issue mentioned in your response was identified on my first call in August, when I was told it would take up to 60 business days. We are now nearing or over 120 and 3 more phone calls. You have not compensated me for the delay, you have held my money otherwise generating income, you have given me no recourse, yet expect prompt payment from me. You have broken my trust in your service and suffer no repercussions. Further, you have had a manager call me with a promise of a call the next day. This didn't happen. Then you promised a second call within 2 days. This didn't happen. I am very upset and feel owed compensation.
  
  Regards,
  
  *********** ****

  Customer Answer

  Date: 02/11/2025

  I am waiting on a resolution to the issue which would at minimum be a refund of the charge that they acknowledged was a mistake and have now exceeded twice as long as promised for a resolution on multiple occassions.

  Business Response

  Date: 02/26/2025

  The customer's billing has been corrected as of February 13, 2025, resulting in a credit on the customer's account. The customer was notified of this correction via the postal service on February 13, 2025. This Issue has been resolved. 

• Initial Complaint

  Date:12/21/2024

  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 8/27/2024 XCEL switched out my meter to the non communication meter. This was in the middle of a billing cycle. When I received my 9/17 bill it shows a charge for the old meter for 14 days 1341kwh $180.52 plus a charge for the new meter 15 days 440 KWh $73.48. Total 1781kwh. $262.53. The month before my bill was 621kwh and the month after was 711kwh. So clearly I was over charged. When I called XCEL about the 9/17 bill I was told that it was turned in to be investigated. On Oct 24, my new bill came in, no credit for over charge. I called XCEL and talked to *****, he said there is a ticket but **** has until Nov 24, to investigate so to call after Nov 24, if I do not see a credit by then. After we hung up , I was looking at my bill and noticed both months started at 0kwh so I called XCEL back this time I talked to *******. She told me she could see what happened when the meter was switched out why I was over charged. She also said that the meter should not be going back to zero every month. She said, something is not properly done for the meter to reset back to zero again. She made a note to go with the already ticket. On Wednesday, Nov 27, I talked to ********, she told me she sees a ticket has been turned in and apologized for the wait. She would try to escalate by sending ticket to a billing supervisor, to call back if I dont see a credit on my next bill. How many times are they going to say next month? They have not had to wait for me to pay my bill, I actually have a $600. Credit but thats beside the point. This is unethical how XCEL is responding to this issue. Not only that if the meter is not properly installed could that cause a short? To my knowledge no one has been out to check it. I thought I could post more than one photo so I hope the correct bill is the one showing.

• Initial Complaint

  Date:12/17/2024

  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.

  In May 2024 the connection between my solar panels and Xcel's grid was disconnected and they no longer could read the energy we were producing. The app shows proof that nothing was wrong with the panels and they continued to produce at full capacity. We immediately noticed and called to have a tech come out. They said it would take several weeks, but not to worry because we would be reimbursed for the cost during that time. It took 8 weeks and multiple phone calls to finally have a tech come out and install a new meter. As soon as they did, the issue was fixed, however, we had spent nearly $300 in unnecessary electricity costs during those two months. We have called several times to resolve and every time we have to wait on hold for over an hour. They told us a credit would appear on our October bill (per *** and ****) but it did not appear, so we called again (waited on hold for an hour again) and were told there would be no reimbursement. **** is clearly a monopoly who does not honor their regulatory requirements to serve customers efficiently, as seen by their excessive wait times and inability to solve customer issues.

• Initial Complaint

  Date:12/08/2024

  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.

  **** removed gas meter from House on August 13th 2024 without telling me. House is vacant and gas wasn't being used is what the contractors told me. I am still being charged the "ready to serve" fee monthly from ****. I called multiple times and was told I will be refunded but they keep STEALING money from me. They owe me money from all the months they have been charging me. I stopped my auto pay and am now demanding paper checks because they keep changing the online invoices. My bill this month is $315.80 yet they want $324.95 for a house that isn't serviced by them.

  Business Response

  Date: 12/24/2024

  A review has been conducted regarding the customers complaint about billing for their service address.Xcel Energy company records indicate that the customer-initiated service at the aforementioned address from March 21, 2022, through September 25, 2024.
  Company records show that the gas meter at the location was removed on September 25, 2024, which was also confirmed by Xcel Energy's ******************** The final gas bill for the address covers the service period from September 3, 2024, to September 25, 2024, and the current balance on the account reflects this period.
  There were two billing adjustments that occurred on the customers account.
  The first billing adjustment reflects a cancelation usage for the period from August 2, 2024, to September 3, 2024. The cancelled invoice was credited back to the account.
  The second billing adjustment covers the period from September 3, 2024, to October 2, 2024. This invoice was cancelled because the customer was billed beyond the date the gas meter was removed. The amount includes the monthly customer service fee and applicable tax. The cancelled invoice was credited back to the customers account.
  The service and facility charge recovers the cost of providing the gas meter and the gas line that extends to the home from the main gas line. As long as the customer owns the property and has meters installed, they are responsible for any usage, basic service fees,and consumption charges.
  Xcel Energy has no further comment on this complaint.

  Customer Answer

  Date: 12/31/2024

  Seriously,  this company lies about everything. The meter was removed August 13th. 
  How was it removed September 24th yet the service was Canceled August through Sept? By the way I've owned the house since summer of 2019, and the gas meter was there when I purchased it, so how did I "initiate" service in March 2022? 

   

  if I was credited why do I have bills for the house EVERY month after September?!?!? I still have a charge of $9.15 since your scummy company only refunded me $3 and change. 
  Regards,
  
  ***** *****

  Business Response

  Date: 01/13/2025

  On the October 2, 2024 billing statement there are two cancelled reversed invoice amounts seen on page 2 of the billing statement. There is an additional reversed invoice amount seen on page 2 of the October 21, 2024 invoice. The final amount for the E7889 Summit *** location reflets the gas service ending effective September 25, 2024.
  

  Xcel Energy has no further comment on this complaint.

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising 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 been charged for utilities at an apartment that I never moved into. I had applied and was approved to live in this apartment complex but ultimately never signed a lease and never moved. Regardless of that, I have been billed for two months of utilities and the account is still showing as active despite my numerous requests to "stop service" on a service that never should have been active in the first place.

  Business Response

  Date: 12/17/2024

  The company has communicated with the customer, offering a detailed explanation of the situation. They carefully listened to the customer's concerns and collaboratively reached a resolution. The customer now has the advocate's direct contact information for any further questions or concerns.