Xcel Energy review: Service - billing

My son has been without utilities for two days. We have tried 4 times to work with Xcel. We have been promised by Xcel for return calls 4 separate times - they have not done so, neglecting their commitment. Again, today we were told to expect a call prior to 12:00PM and once again, no call. We called Xcel and once again were told that a request had to be put into play with another department ... and they would call us but could not provide a promise call back time range this time.

Situation- My sons family (two children 6 and 2) are trying to live in a house over 100 deg. Today, most of their food is now compromised.

We (parents) have offered to pay $2000 toward their bill and work on a payment plan for the balance... Xcel will not work with us and CONTINUES to ignore their call back commitments. I don't understand how a company that I have great respect for (I am in the energy business), can treat their customers this way... we have a substantial amount of money to assist our son's family but they will not even take the time to discuss or honor their commitments for call back. If whoever is reading this message can assist, please do so!