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:11/02/2024

  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.

  Our 04/03/24 -05/02 energy bill was $151.17 (821 kWh). We got solar installed and the meter misread: the energy portion of our next bill had two sections: 05/02/24-05/03/24 (1 single day) which had usage of 821 kWh exactly matching the previous month, totaling $144.92. We then had a section for 05/03/24-06/03/24 which had the expected amount of -555kWh, due to the solar, which cost us $-78.55, as expected. We called at least 5 times to get the $144.92 from the mistaken reading refunded. We got customer service to agree it should be refunded, but did not receive the credit for months. Finally mid-September we were able to have somebody escalate our case within the Xcel customer service. We received a statement date of 10/23/2024 where the billing adjustment was finally made. The result we expected was a credit of $144.92 and instead Xcel actually charged us an additional $59.01, now resulting in a billing error of $203.93. The length of time it takes Xcel to solve problems is unreasonable and they have so far only made the problem worse after many attempts at resolution on our end. I attached the bill for the month of April totaling 821 kWh. I also attached the bill for the month of May in which I was charged for April's 821 kWh a second time. I also included the "resolution" from 10/23 in which they refunded all our bills, re-billed us, and somehow found us to owe an additional $59.01, apparently for those same 821 kWh.

  Business Response

  Date: 11/14/2024

  A review has been conducted in reference to the customers complaint regarding billing for the service address. Xcel Energys Customer Advocate contacted the ****************** to correct the billing, and the billing was corrected. If the customer has any questions or concerns, they may reach out to the Customer Advocate at the phone number provided in the email sent.

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 sent a confirmed fax on 9/19/2024 and certified letter (signed received on 9/23/2024) regarding accounts *********** three- payments not recorded by Xcel, **********, two payments not recorded by Xcel and *************, nine payments - payments made, however, not recorded by Xcel, discovered during a history payment request. Note: I sent date of payments, amount and check numbers for each payment. On 9/26/2024, I called Xcel Correspondence at ************** and spoked with ******* (LNU) and was advised that ******** ****** has been assigned to this matter. On 9/26/2024, I sent as email to Ms. ****** at ***************************************** regarding this matter. Her reply indicated that she is not dealing with this matter. On 10/01/2024, I got an email claiming that I am behind in payments. Other emails claim credits to each ********** of the date of this complaint. Zero response from Xcel Correspondence PO Box 8, Eau Wis. ***** **************

  Customer Answer

  Date: 10/02/2024

  Maryland Rosenbloom 

  Business Response

  Date: 10/03/2024

  Hello,
  
  Re: Contact ID 22365986
  
  I
  have been assigned this case.  I will contact the customer, investigate
  the issue, and provide a response. 
  
  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.

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22365986, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [I was told by Ms. Prince that she would not dela with my  concerns any further.  I request that BBB monitors this complaint]
  
  
  
  Regards,
  
  
  
  Maryland Rosenbloom

• Initial Complaint

  Date:09/27/2024

  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.

  A check was issued to Xcel Energy July 18, 2024, and mailed the same day. I didn't know they never received it until just recently when my current bill was much larger than normal. I also found out they have out sourced their billing department, if you mail a payment it takes 4 weeks to receive it. I have a copy of the check but can't stop payment on it for another 30 days (have to wait 90 days) then if they find it and cash it I will owe my credit union. **** says they are investigating but they want me to pay extra every month until this is caught up. I've heard of this happening to other people and it also happened to me about a year ago. The post office can't search for it unless I send it certified. I would like **** to find the check, show this payment and credit on my account. They seem to have problems with their payments and then don't believe the customer. Thanks

  Business Response

  Date: 10/16/2024

  There is no payment arrangement set up on the account.
  On September 19, 2024 ,Xcel Energy completed a payment investigate to verify that the payment in question was not received. The appropriate department was provided bank information submitted by the Customer.This information was used to conduct the investigation.  The payment has not been received by Xcel Energy and Customer has been advised to stop payment on the check. 
  When Xcel Energy receives check payments, an image of the check is available to see. Prior to the check being received, Xcel Energy is not aware of what happens to it while it is in mailing system. Based on the check not available in the archive system, that indicates Xcel Energy never received the check.
  Xcel Energy has no further comment on this matter.

• Initial Complaint

  Date:09/12/2024

  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.

  On 3/26/2024 I moved out of my residence and stopped service for my xcel energy accounts. ********************** continued to bill me, instead of the new tenants. I talked to a billing representative several times in the months following this discrepancy and the people I talked to said that this issue would be handled and the charges reversed. Now they are sending my account to their collections department.

  Business Response

  Date: 09/27/2024

  The Advocate has spoken with the Customer. The Customer has been provided the Advocates contact information. The account will be updated to reflect the correct stop date. 

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 billed me for a home that I never lived in starting from 11/17/2023-12/2023 (we did expect to purchase the home and when that didn't go through, we contacted them). They have been made aware of the situation numerous times and have been "escalating" this since January of 2024. Each time I have spoken with them, they have told me it was taken care of and that the charges would be removed in 7-10 days. That has not happened and each call is at least an hour between being on hold for 20 minutes to speak with someone, to going over the same notes, to receiving the same response, to never actually having it resolved. I have in the meantime actually moved to ********* and do use them but have paid my bill since being here while still dealing with this. I have paid $118 on a bill that was $117.67 (not including the portion that is not mine). I happened to speak with the same person twice in 10 days just now to hear the exact same response. I want the charge that does not belong to me removed, and I want credit for the time I have had to spend trying to resolve this when they continue to tell me either it will be removed or they can't reach anyone, or someone will call me back because they can't reach anyone to actually have this resolved.

  Business Response

  Date: 08/02/2024

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

  Customer Answer

  Date: 08/05/2024

  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.
  
  I was contacted the day the BBB contacted them which was great but I was again told that it was being worked on and given a direct name and number for the person who was "handling it".  I reached back out to her, she was short, annoyed, and told that she would contact me when it was resolved.  She has not.  I did notice a credit for the amount they were charging (because I received another bill) BUT, NO follow up AND I have to review my statement because my new bill is ridiculously high.  The response they gave is completely false.  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/11/2024

  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.

  My Family has been paying North state Power, Excel Energy for over 100 Years, we have calculated we have pay in over one million dollars to this company, for me, I lost both my Parents to Covid 19, 3 weeks apart. ********************* to ***************, My Dad Lived one block from there. My Mother lived Downtown ***********, VERY HARD TIME, do you think they cared at all, it was already expensive trying to Bury two parents next to each other, and flying back and forth, Cent me broke NO SAVING LEFT, no saving left I took all of it out for expenses, couldn't stay in my dad's condo at the time, it was unknown being vulnerable adult to Covid how it would affect me being a Diabetic. I call EXCEL (rip off) they told me at the time I had to come up with ****** that day or it will be shut off, I don't understand how they are not a part of LIFE, it was already bad enough that the prices have when up on top of that, how come My Family should get some type of discount after 100 years of paying ??? some think Luck I am not law if so after 100 years you would pay nothing to the rip off company hate this bill. My Excel Mouthy statement always come late after the bill is due, I don't like talking to them, the worst bill. reduce the power by 50% or some think, like that fig, I have meds that have to stay refrigerated Until used,100 the cost of the meds and a few other in importance thinks that are needed to survive if I don't take my refrigerated Meds, I could go into A Diabetic coma, DIE having to replace the meds due to power turned off. if I have to Pay one hundred Dollar each mouth for the Meds. I am so mad at it company the worst company there is, When I write a check, I always Put, pay to the order to (Excel Energy RIP OFF) you think they send that check back, heck on they cash it

  Business Response

  Date: 07/17/2024

  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.

• Initial Complaint

  Date:07/05/2024

  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.

  I moved into my house in March 2023. I have noticed somewhat high gas bills the whole time, but until it was warm enough to turn off the furnace 100% of the time this spring, I couldn't be sure it was incorrect (last summer I still had a gas water heater; I had it replaced with an electric HPWH last fall); this year, the only appliance using gas is the furnace, and that has been off since well before the start of the statement cycle. However, the statement they sent dated July 2, 2024, claims 3 therms of gas usage, when I have not used any gas. I emailed them (at an address they provide on their website) explaining the situation and requesting assistance, and they sent an auto-reply stating that they refuse to respond to the email. I want them to respond by email, address the faulty meter, and credit my account for the overcharges.

  Business Response

  Date: 07/25/2024

  The customer was provided the Advocates contact information. It was discussed with the customer that a pilot light will still consume gas, even if the furnace isn't being used. A gas meter test will be performed on the meter present at the address. 

  Customer Answer

  Date: 07/30/2024

  [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:07/03/2024

  Type:Order 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 is charging me for a unit I did not live in for 2024. I live at *********************. Not *********************. I proved that I did not reside at this address and the people who did requested to pay their bill but Xcel declined them and stated I have to pay even though their system did not catch the duplicate entry. I would like 7105 bill removed from my account. Xcel is not being flexible and they are stating that I must pay it. My management company stated that they did try to transfer the bill but Xcel was not flexible. I've attached the 2 statements where you see unit 7105 and the amount due for them. I can provide a copy of my lease if needed.

  Business Response

  Date: 07/10/2024

  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.

• Initial Complaint

  Date:05/20/2024

  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.

  On 5/16/24 my services were disconnected due to non-payment. (COVID, incarceration and job-loss were all contributing factors to this) I called and spoke to someone who said she was placing a 30 day hold on my acct. and a reconnect order effective 5/16/24 and that my services would be restored within 24 hours. I called 4 times during business hours on Friday 5/17/24 and was told every time that my services would be restored by the end of the day. When I called around 4pm I was told the end of the day is at 6pm. When 6:00 came and i was still sitting in the dark, I called and was told the end of the day was really 7pm. At 7:00, when I was still in the dark, I called and was told that the end of the day was 8pm! So at 8pm when it was obvious nobody was coming, I called and was told no body would be coming until Monday! I then had to rent a generator, pay for a hotel room for myself and my children for the weekend and wait for a Monday to arrive. After work around noon on Monday 5/20/24, I called again to see if the reconnect order had been completed. I was told no, and that I'd be getting a call back after a technician checked in and gave an estimated time it would be done. I got no return call, so after 3 hours I called again, and was told it'd be completed within 24 hours, meaning I have to pay for a hotel AGAIN tonight?! And Xcel sees no problems with this?! The reconnect order was put in on The 16th!! It is now the 20th and I still dont have power. It is absolutely ridiculous and unacceptable.

  Business Response

  Date: 05/30/2024

  The company has reached out to the customer via email and provided resources to help address her account. The customer has the advocates direct contact information if they have any additional questions or concerns.

  
  

• Initial Complaint

  Date:05/14/2024

  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.

  This for Xcel Energy regarding their billing.. Xcel Energy has been charging me higher rates while my house has been vacant. Despite not being in the house for the majority of the time, my electricity bill is higher than when I lived in the house full time. My thermostat is set at 58 degrees to prevent my pipes from freezing, I have an electric water heater and well - runs on electric (but Im not in the house). While I understand that I have appliances that run on electricity, it is perplexing to me that my bill is higher when Im not present in the house..I have already reached out to Xcel Energy for an explanation, but they only sent me a generic video that I assume they have in stock for complaints like mine. Also, I have spoken with individuals in my area who have larger homes and use more electricity, including lights, hot water, dishwashers, and laundry machines. Surprisingly, their bills are lower than mine, even though I am not in the house. Recently, I received an email from Xcel Energy offering assistance with paying my bill. I do not require financial assistance. I strongly believe that the bill I received is unreasonable, fraudulent, and incorrect. I kindly request that Xcel Energy reevaluate the meter and ensure that everything is functioning properly, as I suspect that Im not being billed accurately. I have made several attempts to contact Xcel Energy, but I have either been disconnected or forced to wait on hold for an hour. On the rare occasions when I have been able to speak with someone, we loss connection or they might be hanging up on me..? Im not sure at this point. Please review the attached statements for 2024, the year when I was not in the house. I want you to specifically compare these statements to the rates from February to May 2023, which was the year I lived in the house full time while working in the area. I was in the house for Christmas Eve and Christmas Day 2023, as well as for a weekend in February and a weekend in March

  Business Response

  Date: 05/29/2024

  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.