Xcel Energy
Reviews and Complaints

I have had automatic payment for more years than I can count even continuing today. Yet now I get a statement from a collection agency for a bill from nearly a year ago that supposedly is unpaid. Just one bill. Huh?

So try to call what the otherwise unemployable slugs running XCEL "customer service". Nobody ever answers. Yes I know it's a common tactic to get people to give up so no one has to actually deal with XCEL's frequent screwup and incompetence. How on earth does whoever is in charge of what they call "customer service" have their job? Oh wait, never mind, I am pretty sure I know.

I am fairly sure, as a utility company, there is an awareness level that should be in place when sending out these reports that compare my energy use to that of my neighbors. But I am going to point it out anyway.

I have 3 electric vehicles. I do not own a single motor that is internal combustion. My mower is electric, my snow blower is electric, my appliances apart from furnace and water heater are electric. So, it's not really a surprise that I am using more electricity than my neighbors. Oh, and I have solar panels to help off-set everything.

Of course I am using more electricity than my neighbors. Most of my neighbors drive gas powered vehicles. One full charge can be as much as 60 KWH which will get most households through 1 - 2 days of normal electrical use.

It's kind of sad when someone like me is doing absolutely everything they can to reduce carbon footprint, and then has to see a report like this that makes us feel like we suck MORE than the people who have not made the steps to get off of fossil fuels.

I called this morning [protected] @10am) I was asking the representative why my bill had 3 different rates when the enclosure that came with the bill says for winter rates 1-899 kWh is 1 rate and a lower rate after 899 kWh.

My bill jumped @ 540.31 and [protected]@ 734.44. When I asked why I was told she didn't know why but the bill was correct and the rate explaintion was wrong.

I just wanted to know why and where the rate change is.

In the month of May I paid for May and April (April was already paid for)

Account Number: 53-[protected]-6

April 25th I got charged $57.04 for monthly bill statement (April 27th 51.57)

Statement: [protected]

May 27th I got charged $108.99 for monthly statement bill (May 26 55.92 May 31st 107.49)

Statement: [protected] Second receipt labeled: KUBRA WEB CR CARD

I got billed twice the both of May. I have attached my bank statements and receipts for Xcel

Last night (May 23, 2022), at 12:30 AM, a crew of Xcel workers performed what seemed like a home invasion at the time. Our power had gone out at approximately 7:15 AM on Saturday, May 21, 2022. My husband called it in a couple of times—once to report that a downed power line had closed Logan Street—and spoke with two representatives. He stressed that the Logan Street line should take priority for repair because it had closed the street. He also stated that he and I were in a hotel because power had still not been restored by 9:00 PM on Saturday, and he strongly requested service be restored. About 3 minutes later at 9:03 PM on Saturday May 21, 2022, our security service notified us that power in the house was restored.

27 hours after power was restored, and at 12:30 AM, an Xcel representative knocked on our front door and rang the bell. We clearly had power because the front door light was on. My husband did not hear it. Then, several people jumped our locked gate in our back yard, opened the side gate so at least one other Xcel worker could enter the back yard, and began walking around our back yard. They also opened our outside electrical panel—I don’t know if they did anything there. When they left, they left the side gate open.

The whole thing was extremely disturbing to me. The power had been restored for 27 hours at that point, and we were all asleep at 12:30 at night. We would like to know why this Xcel crew needed to hop our fence, explore our back yard, and access our electrical panel at 12:30 AM when it was clear we had power at the time. They obviously should not have done that. We want to know why they did this, which seemed like a home invasion. Siobhan L. Kellerman, [protected]

We lost power on May 21 at 4 in the morning. For the next 30 hrs we could not even get an estimated time of restoration. Finally we were updated ETR was 5pm May 22. Then 8pm. It is now 1146 pm and it still says 8pm. And like last night, the outage map shows no Xcel trucks in the metro area even though almost 2000 people have no heat. The temp in my house is in the 40's. Several times over the past 2 days we have had trucks within blocks of us but no one has fixed our power. I understand taking care of big outages first but after taking care of those I do not understand zigzagging across the metro area instead of helping families who are a block away. We have had this same account for 46yrs and have been through many outages in much worse weather conditions and this is the first time I've ever had trucks drive right by our area and not fix our power REPEATEDLY and not even been able to get updates. Again, I understand we are a small group but many in our small group are children.

We had a power outage around 8:00 AM and it’s taking them well over six hours to do anything about it. for a company that provides power with their stature and size also with how much they charges I do feel this is really unacceptable and it’s been a terrible experience I hope y’all do your research before signing up with them!

My 84 year old dad’s electricity was shut off for non payment. I paid the bill in full the same day (Thursday) and was told his service would be restored by the end of the next business day (Friday). It’s now Saturday, and Xcel has said he’s going to have to wait in 90+ to 100 degree heat until “maybe” Monday. A call service agent named “Carmen” told us there was nothing we could do. They weren’t going to get to us until after the weekend because a senior citizen in 100 degree heat without electricity and air conditioning wasn’t an emergency.

Our power has been out for 6 hours. I received a voicemail from your technician saying that it was my responsibility to contact my building’s maintenance to get the problem fixed. He said that the problem is inside the building even though I watched the transformer outside my window blow up. That is an unacceptable answer, and a lie. When I called your customer service line, 3 separate customer service reps hung up on me rather than forward me to the survey so that I could file a complaint. I am extremely unhappy with their tone and willingness to help.

I can’t even explain how upset, furious, and much pain I’m in. I’m disabled with fibromyalgia and long covid and have a cpap machine, my husband has a compromised immune system, asthma, and peripheral neuropathy, and he’s a disabled veteran, and my 3 son has asthma, and I have my elderly disabled mom living at home… the gas cut off when it shouldn’t have been and I’ve been waiting since yesterday afternoon to turn it back on, I kept calling until the office closed and they said it would definitely be on today. It’s now 1051 and it still isn’t on, it’s freezing and no hot water. I filed a formal complaint on the guy that showed up yesterday morning, intimidating me, making me feel trapped on my doorstep, and scared the crap out of me, I have ptsd and he triggered it in high gear! This is not how you treat your customers/clients. I wish I knew who exactly to talk to in regards to this, you don’t know who else they’re doing this to. Oh and not to mention they raised the rates by 6% without telling people. Shame on them, they should not be in business.

Xcel Energy IS ripping off customers, ain't it odd that many people get charged the same price for energy every month even though you know you are NOT using your air conditioning or heater. Their just allowed to rip off customers and over charge with nobody over looking to see if they are conducting business right. My bill has been the same amount for months that's not possible at all..

I regularly one time pay my bill near the first of the month when I get paid. I set up Auto Pay in case I forget, or something happens where I am unable to make a payment. I received an alert that Xcel was doing something with their system. I paid my bill via One Time Pay on 3/21 then it came out again on 3/31 via Auto Pay. I called and spoke to two very pleasant Customer Service Agents but they were unable to assure me that Auto Pay would not kick in even if there was a zero or credit balance. I received call backs but was told to call the Customer Service number so had to repeat and explain again and again.

I am very hard of hearing so many thanks to the Agents for their patience.

Due to notifications I have received saying the online functions are not working for Xcel, I paid by credit card yesterday, but then this morning I see the auto-pay is pending in my bank! Despite having the confirmation number for the credit card payment (which has already had the charge go through), the customer service rep Ryan was incredibly rude and refused to refund the charge. I was told the card payment is processed with a third party, so they "do not recognize the payment for several days". This means I have to deal with being out twice the amount of the bill bc they refuse to stop the pending payment. SCAM!

The level of rudeness was ridiculous, and Ryan even seemed amused by my financial stress! This hateful behavior is unacceptable! If you can take out money you can refund it!

Having to wait 10 business days for Xcel to "check their payments" is not reasonable when other companies can refund transactions instantaneously. Ryan gleefully told me that after the "10 day verification process), a check could be printed and mailed to me which is not going to work for me. My mail is regularly stolen or just never delivered (USPS is crap in my area) so a check will not make it to me and certainly not in time for me to make payments on other bills due this week and next week.

I HATE that this is the only electrical energy provider in this area! They treat me like crap and laugh in my face while taking twice the amount of money they are due!

3/24/2022

We have a solar energy system connected to our home. There are just 2 of us living in the house. Xcel sent us a bill for over $400. There is no way we use that much electricity, especially since the sun powers our home most of the day. I am gathering past bills and gathering information from our solar company to prove that we are being ripped off. If this turns out to be the case, we may file suit against them. Utility companies cannot continue to abuse the people this way.

Just moved to my new apartment.

Attempted to pay my bill and enable Autopay and had to enter my bank details 5-6 times for the system to take it.

I felt something was wrong, but waited for the payment to post.

My bank nor Xcel Energy never notified me of anything.

Some time passes, then I receive an email and post mail that my bank info was removed and I now owe a bounce fee of $15.

When I called customer support, they told me I entered my bank details wrong by a whole 3 digits.

I really don't see how that could be, but I reluctantly accepted and moved on.

Then when the next month bill came due, they didn't take my payment at all. So I disabled the Autopay feature and called support.

While trying to pay on the phone, the automated prompt said their systems are down and transferred me to a live rep.

They didn't have an answer why my payment didn't post, somehow still had my bank info in the system and attempted to transfer me back to their payment line, which I had to explain was down. hence why I got transferred.) They told me they would charge my bank account. Some days later, my account is finally charged.

This call happened AFTER their website was supposed to be back online after upgrades.

When I signed back into my account, Autopay is unavailable to me and its showing my account as "overdue" in red when Apr 4th hasn't even passed.

I own rental properties. Remodeling is being done on one side and a tenant lives on the other side. 2/28/22 Gas leak occurred. Fire department called out. Shuts off gas. Xcel Energy called out. Xcel Energy found another leak in the street and made the repair.

The next morning 3/1/2022, Xcel showed up and removed the entire meter to both homes, causing the tenant to lose gas - no hot water, no heat. One FULL WEEK without natural gas. One FULL WEEK no HEAT!

It is now snowing, temps are in the low 30s. Xcel has failed their paying customers by not responding in a timely manner. I have left messages for tenant relations, builders call line, the meter supervisor. Messages are not being returned. Customer call agents can see information but no details on when the repairs will be made. Xcel will call and tell us they are enroute and then two to three hours later - no show, no call, no follow up. Customer agent indicated that meter reinstallation can take up to 60 days. It didn't take them 60 days to remove the meter. We are in winter - is Xcel going to pay for broken water pipes. Customer service has been horrible. One department doesn't have access to the other's ticketing system. Manager's aren't calling back. The hell with the customers. Let them freeze...who cares.

I have now received 3 separate bills for a billing period of 11/22/2021 - 01/26/2022. Xcel Energy has told me they had a billing mistake that has now cost me an extra $311.60. Why is it that they can send me a bill, I pay it and then they can say "oops, we did the bill wrong, you owe us more money?!?!" This has happened for 3 consecutive months. Somehow this feels like they are stealing money.

Xcel stole money my account on 12/13/2021. I called and was told it was under investigation. That person screwed up the form, so on a second call, the investigation was restarted 1/31/2022 (I have to wait another 30 days). I asked for my bank account information to be removed. On 2/15/2022, Xcel withdrew more money from my account. I called a third time and the agent hung up on me. I called a fourth time. No one is able to help me (now I have to wait 48 hours for a lead to get back to me - this is unacceptable). I think I am going to post that Xcel stole money from my account twice, and that account and routing information is not safe with Xcel Energy.

My name is Gail baca- Romero

1830 Newland Ct #230

I'll be home for last month was over 200 hours it wasn't my day and I use 2300 kilowatts.

I have the same exact electronics plugged in I even have a energy efficient fridge for the last 2 months do not use my dishwasher anymore because it broke 3 months ago and our laundry cut down because my husband's not a mechanic anymore for the last 2 months.

I called and complained they said there was seven someone out to look at the meter that meter has to be in touch at all!

My mom and West Denver and several of my neighbors and they surrounding buildings bill was also over $300 that is a total monopolized false bill! Was it because of the damage that happened in the fire up north? So you're spreading out overcharged bills in the community? We need to get this resolved ASAP thank you Gail baca-romero

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