Xcel Energy
Reviews and Complaints

I recently called into the Xcel property management team number and spoke with Elizabeth, agent ID 238458, and a representative from our office had incorrectly submitted a start service form for a new resident that moved in August 14th and had accidentally put the address of 4330 9th ave circle s instead of 4430 9th ave circle s. During the conversation I inquired to find out if there was anything we could do, as the resident that had lived in the unit prior had been billed since August, even though he moved to another unit in the building. I mentioned that I felt bad because there was a language barrier, Abwoor who previously lived at 4430 9th Ave Cir S #209 is new american and may not have understood he needed to disconnect it. She immediately said to not blow smoke up her butt that he had been a customer for a long time and he knows how it works. The insensitivity and unprofessional attitude she expressed to me at that moment was completely uncalled for, I understand if there is nothing that she could do, but she didn't need to use that language and it seemed as if she was irritated and prejudiced and not understanding of the situation with how she acted.

Power was out 4 times in October, 3 times in November and now it's out again. Ongoing issue. Neighbors experiencing too. 54545 area code of WI.

We live in Arvada, CO and an excel serviceman showed up at our house, while we had construction going on. We had an appointment for November 15th, when our electricians were to meet excel here. They showed up without any notice at all, went in our backyard and shut off our electricity & the only answer I could get from them was to call our electricians VERY RUDE & inconsiderate..! Our electricians live almost an hour away so until we could get in touch with the electricians it was over 2 hours that I sat here in the dark very very cold, and I already had bronchial pneumonia..! I am still in shock that they would have done this & I want something DONE..! Not just an apology, which my husband has already gotten a much uncaring one.

This took place at 5280 Dudley St, Arvada, CO 80002
Date: November 9th

Thank God our electricians came to hook back up our electricity we had leaking out of our freezer in the garage and inside.

Thanks Patti & Eric Bolduc
Hope to hear from someone soon..!

I vacated my last apartment on August 15th, 2021 but was charged for service there thru October 1st 2021. I have been told different things by each customer service person I talk to, and my repeated attempts t9 contact xcel by email have been ignored. I can absolutely prove I vacated my past apartment on August 15th and can prove in my Google history that I went on xcels website on July 29th at 11:33 am to stop service. I additionally can get confirmation from my past landlord that I am not responsible for charges after August 15th and xcel will not even give me the opportunity to prove it.

I contacted Excel energy on 10/19 because the heat wasn't working. I was told they put a lock on the meter and shut off the gas in April (I started renting the studio in May). They don't schedule a time to come turn on the gas but require someone to be there…this is impossible since this is a business that doesn't have regular hours. I've called every day and no solution. My clients are freezing and soon it will be cold enough to freeze the pipes. I need a solution immediately.

I received my new bill from you and it jumped up an extra 100 monthly! I called and spoke with lisa on 10/13/21 and she said this was normal! I asked how I don't use my air in the summer... Lisa looked at my billing and said someone made an era and read my amp usage wrong! Lisa moved my billing payment back down to 161 monthly...Instead of you guys trying to scam at 250 monthly! I called today and guess what my payment is still coming in at 250 and I spoke with shereen and she spoke with billing and was told if I didn't pay the $250 you would shut off my power! Can you say scam or audit! This is my 4th email and I won't stop until someone reaches out and corrects this issue! Concerned about over charging in your company!

Been contacting excel energy for ten years about the same issue and its still not fixed. Powerlines have cause fires in my neighbors yard and our yard. Typical for profit company giving people shi**y service and still raising our bill. Power is out every month for days at a time.

The legal loop holes xcell gets away with is amazing! because of a simple stop service not being in "there" system they can keep charging you for a place you legally will be arrested for tresspassing! this is crazy that xcell "custmer service team" fail at seeing and just hungry for money! sick

I am being overcharged for a two bedroom apartment by Xcel Energy. What is being reported or read by Xcel Energy is not a true reflection of the amount of bill I should be paying. For a two bedroom apartment with no high use appliances such as freeers, water heaters, air conditionser, and heaters. I do not have none of that and my bill should be $20-$30month but they are charging me $250 which is too high and is not a refection of the energy I am using.

Have been a long time customer and when Xcel offered 3rd party auto payments from our banking account, we signed up (the 3rd party was called "runner" or something similar and had a picture of a dog on the main page). In late 2020, the 3rd party app quit pulling auto payments and did not notify us so the Xcel system said we were late paying December 2020 bill. We called and paid by credit card and then set up an auto pay directly in the Xcel app (through easy pay). The Xcel app said the bank account was not valid..

We called Xcel on 2/2/2021 (talked with Tammy) and on 2/24/2022 (talked with Brittney) about their new Easy Pay system and issues with setting up auto payments. Was told that the bank info DID validate in the Easy Pay system on 2/24/2021 but received another email saying the bank account was invalid. I was then told that Xcel had implemented the new payment software and they were having issues. Brittney said she would get their IT group to check on this and IT or billing would call back by the end of the week with a resolution. Never received a call.

So the next bill was ready for payment and when I called Xcel I was told that our account was delinquent on two payments so we had to pay by credit card (with a $1.50 transaction fee) or in person every month for the next 12 months.

If Xcel implemented a new system with glitches then we should not be penalized for a year. Horrible customer service - especially since payments were made on time for many, many years.

They shut my power off at 9 am on March 29, 2021. My husband immediately called and made a 2nd payment to them, and got on a pay arrangement. The lady told him she put in an expedited order to have the power turned back on but it could take up to 12 hours. Seriously, that's expedited? It is now 8:16 am the next morning w/ snow and no power still!

Farmers in Texas cannot wait 48-72 for a line fuse to be pulled or put back up. They will lose a crop and go bankrupt. We bend over backwards to follow your polices, such as an EIC form, which isn't required by any other electric company in the state of Texas. Every time we send one in, you find something wrong with it, cancel our service call, and don't even bother to inform anyone. You tell us to write the meter number as the address. Then, when we call back in, you tell us it has gotten denied because we didn't write driving directions instead. Which starts the 24-48 hour wait all over again. I should not have to give you directions to your own meters. You tell us to call it in as an emergency, then you say it doesn't constitute an emergency. We call one number, get told to call another number, who then proceeds to have us call the first number again. You have the strictest rules and regulations in the state, which we follow to a T, and you still refuse to cooperate in a timely manner. Horrible company to deal with. You have been reported to the BBB. This is unacceptable. I will also have my customers report you to the BBB as these problems occur in the future.

On October 29, service wire from power pole to meter burned and conducted power to bare common wire. Xcel Energy account number [protected]. Order #[protected]

This occurred at our home, 3481 State Road 1490, Littlefield, Tx 79339 October 29, 2020

We simply request a reimbursement of $1560.97 for items damaged from power surge.

I have all documents related to invoices for repair.

The claim was denied by an "investigator" and we would like to appeal that determination.

We added a gas appliance to our home and we're instructed not to use it, by our plumber, until Xcel came out to turn up our gas, at the meter. Our plumber filed the request ticket with Xcel in November. It is now February and after multiple calls, emails and complaints Xcel has still not fulfilled the request. Each time I contact Xcel, I'm assured that they have the ticket, but given no scheduled date for service. Weeks go by and I call again to receive the same runaround. It's clear, when you answer to no one, that Xcel simply doesn't care. Raise the rates and provide as little service as possible. Public oversight is needed to keep these thieves in check.

My wife recently passed. While she was here I had to run a oxygen concentrator 24/7. I also ran 3 air purifiers 24/7. I shut all of those off and a food freezer. Its only me in this house and I've shut everything down that I can and my bill went up. A service man came out and checked my meter and said it was fine. There is no way I've used more energy since my wife has passed. Something is wrong here. Every light in this house is led. I only use what I have to. I'm on social security and every penny counts. My name is Gary McBee. Address is 1638 Meeker dr. Longmont.

I'm Ángela Hartelt- my son was living with me due to covid excel was in his name. At the time of canceling his service I paid balance on the account that shown due. Then they sent another bill after I put light in my name . had Xcel light service put in my name 10/1/20 from my sons name because he moved and xcel is trying to charge me for his balance that he is moving over to his new place. I'm not paying for a bill in someone else's name plus my bill is already high due to covid
My account 53-[protected]-6 Ángela Hartelt
IM filing complaint with other agencies

I have been on Xcel Energy budget plan for years and never really had a problem. Last month, I got a bill for $150 and an explanation that this is my new monthly budget amount. It was $50/month. A year ago, I had 3 kids living in my house and for the past 10 months, I only have 1 child living with me. They explained that I am using too much energy. I've looked on various sites and see many people are having the same experience. When I try to call back to get more information, I have sat on hold for 30-50 minutes and can't get anyone on the line. When I write in from their website it says I will hear from someone in 24-48 hours and never heard back! I have no idea how to contact someone there and am very frustrated that this is happening to myself and others. They have a monopoly here in my city which is why I think they are increasing their rates and telling customers it's because they are using more energy. Super frustrated!

I have paid my bill online for years with no problems, until this year. Every time I try to log on it says incorrect password. So hit forgot pw link for it to send me email. Sometimes I do not receive email. Times I do i hit links then Xcel site tells me the time has expired even though it was less than 5 minutes ago.I have contacted customer service more times than I can count on one hand. Its like they do not understand what I'm saying. Last two times I have sent customers service email I have not received a response back. I've ask and ask why I keep having problems logging on to pay my bill.. I've asked them to advise on what I needed to do with no response. How many more people is this happening to that does not complain? Its kinda ridiculous.

I filled out a form to get my meter moved. I mailed it to an address in Eau Claire, WI. I got a call the next week from a James Knoop. He stopped at my house the week of June 7th. He looked at what had to be done, said he would get the job lined up and get it going and it should be able to get it done by the end of June. He also told me it had to be paid for before any work would be done. I told him let me know ASAP so i can tell my electrician. I got an email on June 16th from James Knoop telling me the fee will be $550.00 which is the minimum they can charge. He also said the job can't be done till the middle of July. I replied to him to send me the bill ASAP so i can get it paid and get the job done. I have not heard from him since. Could you possibly get ahold of James Knoop and tell him to get his head out of his [censored] and do his [censored]ing job! Or would you rather do it next year. I wonder what you would do if i didn't pay my bill for a couple months. I guess my friend was right. He spent over 30 years at Xcel and said at Xcel Energy the more you make the less you do. Thanks alot !