Complaints

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:06/03/2025

  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.

  My husband and I purchased a property on March 14, 2025 and became the legal owners. This property has solar panels on it. We reached out to Xcel energy prior to the closing, and they stated that we needed to reach back out when we were the legal owners, in order to transfer ownership of the solar panels from the previous owners to us.
  We reached out on the same week of closing, to which they responded with an incorrect date, stating March 17th, 2025. I sent an email back to correct them, and it has been radio silent ever since.
  I have not heard back at all regarding the transfer of ownership, and we have been the legal owners for 78 days.

  Business Response

  Date: 06/11/2025

  On March 17, 2025, Xcel Energy received a request from the
  customer to initiate service at their current address. On the same date, the
  Solar Reward team was notified to establish the production account in the
  customer's name, which was successfully completed.

  Xcel Energy has not retroactively adjusted the account based
  on the requested service start date. Both the premise account and production
  account must reflect the same start date, which is March 17, 2025.

  Xcel Energy acknowledges that the customer purchased the
  home on March 14, 2025, and that services were discontinued under the prior
  occupant’s name on that date. As a result, Xcel Energy has adjusted for the
  three-day difference by waiving usage charges for the period of March 14–17.
  During this timeframe, the current customer was not billed for energy
  consumption, and no production data was recorded.

  There is nothing further pending this complaint. 

• Initial Complaint

  Date:05/22/2025

  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.

  March 2025, we received our monthly statement with a balance of $3,621.81. Called in and spoke to a representative and was told there was an error on Xcel Energy's end and a corrected statement would be sent. April billing arrives bill total $2,950.93 NOT corrected, just reflecting our payment. Again, called and was told a corrected billing would be sent. May billing comes $3,106.02 NOT corrected. No corrections have ever been made. Spoke May 19,2025 to another representative and was told today it would be resolved. Each month we have paid our current charges and have to call in and no one is doing anything to correct the error.
  We are a business and a proud member of BBB, if we did this to our customers this would be corrected immediately and not go on for three months. This should be looked at as an unacceptable business practice.

  Business Response

  Date: 06/05/2025

  A review was conducted in response to
  the customer's billing complaint to the Better Business Bureau.

  Company records indicate that on March
  25, 2025, a request was submitted to Xcel Energy’s Billing Department to
  correct an incorrect gas meter reading on the customer’s March 13, 2025
  statement.

  All corrections were completed on the
  customer’s account by May 26, 2025.

  On May 30, 2025, the Customer Advocate
  informed the customer that all necessary billing corrections had been made and
  apologized for any delays.

• Initial Complaint

  Date:05/19/2025

  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.

  I use the average monthly payment option through Xcel. I noticed that my AMP amount went up to $133 a month ($50 more than I had been paying) even though my energy usage has significantly decreased as I have not had my heat on for months. Furthermore, there was a previous billing issue where my apartment complex sent out an email stating that Xcel had underbilled for an entire season and that the current seasons bill would be increased to account for that so for several months my bill was $300+. I have contacted customer service 6 times since Monday because not only does my bill state I owe a different amount in 3 separate places and no one could explain my issue with the AMP amount. I was told I would receive a callback from the supervisor the following day. The next day I missed the phone call from the supervisor and Lisa left a voicemail stating that she had dropped my AMP amount back to the previous amount of $78 a month and she did this without speaking to me. I have now called back 4 times attempting to speak to a supervisor to adddress all of these issues and again was told I would receive a callback the next day. Well today was the next day and a supervisor was supposed to contact me and they failed to do so. I called again and spoke with another customer service representative who stated to me that someone should have called but now I won’t receive a callback until Monday. I have tried multiple multiple times to resolve this with Xcel but it’s come to a point where that is not possible. So, I need help because due to the discrepancy with my bill, I have no idea what I am actually supposed to pay or what is going on with my account and I am legally disabled and live off of SSDI, I cannot afford to get slapped with a bill that is hundreds of dollars at the end if the year due to Xcel Energy’s incompetence and refusal to address my questions and concerns. Please help me.

  Business Response

  Date: 06/02/2025

  A review was conducted in response to
  the customer's complaint to the Better Business Bureau regarding the Averaged
  Monthly Payment Plan (AMP) at their location.

  The Averaged Monthly Payment Plan
  allows customers to pay a fixed amount each month, spreading their energy costs
  evenly over a 12-month period. Every three months, the average monthly payment
  is systematically reviewed, and any necessary adjustments are reflected in the
  following month's statement. After 12 months, the customer's account is
  reviewed again to reconcile actual energy usage with payments made, resulting
  in a settlement known as a True Up Charge.

  On May 27, 2025, the Xcel Energy
  Customer Advocate spoke with the customer regarding their Averaged Monthly
  Payment Plan (AMP). They clarified that while the plan is reviewed quarterly,
  the payment amount might not always change. Adjustments are based on the
  difference between the customer's payments and actual utility charges. It was noted
  that the customer's average electric usage during the last quarterly review
  period was higher than in previous months, likely due to the difference between
  payments and actual utility charges.

• Initial Complaint

  Date:05/19/2025

  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 am rejecting this response because: I want a new meter installed. There will be no more readings allowed on my property until this has been done. Meter is NOT working properly!

  Business Response

  Date: 05/20/2025

  Advanced Grid is Xcel Energy’s long-term strategic
  initiative aimed at transforming the power grid into an intelligent, integrated
  network that securely, efficiently, reliably and safely integrates distributed
  energy resources. As a result, customers will have new tools that empower them
  with information for controlling and tracking their energy use. 

  With the implementation of the new Advanced Grid, customers
  were required to either adopt the Advanced Meter or opt out and have an Opt-Out
  Meter installed. Retaining the old meter was not an option, as it would
  eventually become incompatible with the new grid.

  On August 2, 2024, the customer chose to opt-out of the new
  meter instead accepting that the Opt-Out meter would need to be installed.

  On February 27, 2025, a new Opt-Out meter was installed at
  the customer’s premise.

  On March 24, 2025, a higher-than-normal bill was sent to the
  customer

  On March 26, 2025, the customer contacted Xcel Energy
  regarding the high bill. The Customer Service Agent entered a billing referral
  work order to correct the billing issue.

  On April 24, 2025, a second high bill was generated.

  On April 25, 2025, an extension was entered on the customer’s
  account for two months to allow Xcel Energy to investigate and correct the
  billing issue. The issue was escalated to the billing supervisor.

  On May 8, 2025, a supervisor at Xcel Energy contacted the
  customer regarding the billing issue.

  On May 12, 2025, the customer was contacted by a supervisor
  advising the customer that the meter shop manager was emailed and the supervisor
  would contact the customer once a response was received.

  On May 15, 2025 a work order was entered to investigate the
  meter.

  On May 16, 2025, it was determined that the information entered
  into Xcel Energy’s system was entered incorrectly causing the billing to
  reflect 10 times higher than actual usage. The meter was tested and proved to
  be working correctly. On the same day, the two previous high bills were
  reversed and corrected to reflect the correct usage. The customer was rebilled
  accordingly.

  There is nothing further pending this complaint. 

  Customer Answer

  Date: 05/20/2025

  All information provided by Xcel is not true. Not one manager contacted nor was the meter ever checked. I work from home. Am here 24/7 and the gate stays locked. Everything they said are lies.

  Business Response

  Date: 06/04/2025

  While Xcel Energy understands the customer's frustration cause by receiving high bills, on May 16, 2025, Xcel Energy rectified the billing issue on the customer's account rebilling the customer from February 25, 2025 through April 17, 2025 resulting in a -$712.53 difference. 

  The customer is mistaken when stating that she has never been contacted by a supervisor. Notes on the customer's account indicate:

  May 9., 2025: A voicemail was left advising that the billing department was backlogged and would be working on the issue as quickly as possible. 

  May 12, 2025: The customer was advised the meter shop manager was emailed by the supervisor and that supervisor advised she would call back once she had more information. 

  Customer Answer

  Date: 06/10/2025

  I am rejecting this response because:

  I was NEVER contacted. They didn’t even have the right phone number. Replace the meter and quit arguing with your customers!

  Business Response

  Date: 06/18/2025

  The customer has provided incorrect information when stating the meter was broken upon installation. While there was issued with the meter installation, it pertained to how the meter information was set up in the computer system and not the meter itself. On May 16, 2025, Xcel Energy corrected the billing, which the customer has since paid, 

  Pertaining to Xcel Energy not contacting the customer, the telephone number on the customer's account is the same telephone number the customer has used to contact Xcel Energy. The telephone number has not been changed on the customer's account. 

   

  Customer Answer

  Date: 06/24/2025

  I have reviewed the business’ response and accept this
  resolution even though I don’t agree with them.

• Initial Complaint

  Date:05/01/2025

  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.

  XCELL ENERGY LINE MAN / JOURNEY MAN, **** *******, CAME TO MY HOUSE THE SATERDAY OF EASTER WEEKEND. I ASKED HIM TO HELP WITH A POWER LINE THAT THE WIND MADE DROOP ONTO MY RV. HE TOLD ME THAT IT WASNT HIS PROBLEM AND THAT HE HAD OTHER JOBS TO DO CLAIMING THE POLE THE XCELL OUT IN WAS MY POLE AND NOT HIS PROBLEM. I ASKED FOR HIS NAME AND HIS SUPERVISORS NAME AND HE GAVE ME HIS NAME AND THEN SAID OH YEAH, YOU WANNA PLAY LIKE THAT IM CALLING MY SUPER RIGHT NOW AND TELLING HIM THAT YOUR POLE IS ROTTEN AND THEN YOU WILL HAVE TO BUY A NEW POLE AND THEN GET AN ELECTRICIAN BACK TO SET UP YOUR ELECTRIC BOX AND HAVE TO PAY FOR A N EXPECTION BEFORE WE RESTORE YOUR POWER SO HE DROPPED MY LINE ON THE GROUND AND REPORTED IT ROTTEN AND IT IS CLEARLY NOT ROTTEN HE WAS JUST MAD. NOW IVE HAD NO POWER FOR 2 WEEKS AND ON MONTHLY BILL PAY. THEY WONT EVEN SEND A SUPERVISOR OUT TO DOUBLE CHECK I CALLED CUSTOMER SERVICE AND SHE JUST REPEATS I HAVE TO CALL INSPECTOR OVER AND OVER!

  Business Response

  Date: 05/05/2025

  A review has been conducted in response to the
  Better Business Bureau's inquiry regarding the disconnection of services due to
  a pole that requires replacement. As of May 2, 2025, the services have been disconnected
  because a fire hazard exists with the power line hanging low and lying on the
  owner's property due to a leaning and broken pole. It was explained to the
  customer that it is the property owner's responsibility to replace the broken
  meter pole, and once that has been repaired, the services will be restored.

  The customer has since called in and stopped service in her name at the property address in question.  Services
  are currently disconnected for this property.

• Initial Complaint

  Date:03/25/2025

  Type:Customer Service 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 have reviewed the business’ response and accept this
  resolution. 

  Business Response

  Date: 04/08/2025

  The Customer Advocate has reached out to the customer and assisted with his issues with the MyAccount application and limitations.

  Customer was satisfied with assistance. 

• Initial Complaint

  Date:03/19/2025

  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.

  I am rejecting this response because:  I can't call it a rejection, as the Xcel Energy agent worked through the possibilities as to why there is a problem and that the source of the problem is probably beyond their equipment into the building.  The suspect meter was checked by their personnel and pronounced satisfactory.  I am skeptical of this conclusion and will be having an energy audit of the premises as soon as it can be ordered and effected--this was his suggestion.  I would have felt more confident if the meter would have been replaced.  There were no problems, on a fully historical basis until the new meter was installed; from the meter into the building nothing has been changed in 5 years from an electrical standpoint, the winter shutdown of the building is the same as has been done for 5 years.  The only change is that meter.  I would think there is also the possiblity that the meter was installed improperly, but at this point have no means to check this out. So, this is the bais for me identifying the response as a rejection.

  Business Response

  Date: 04/01/2025

  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. 

  Business Response

  Date: 04/04/2025

  Technology is
  advancing in every area of our lives, and Xcel Energy is using digital
  technology to help bring customer’s cleaner, safer, more reliable energy. The
  next generation of our energy grid—the advanced grid — will help us serve our
  customer’s better. New meter technologies benefit customers by improving
  reliability, restoring outages more quickly, reducing the cost of maintaining
  and operating the electric system and providing customers with more information
  about their energy use.
  
  There are many
  different types of meters that can be called a smart meter. The type of meter
  we will soon be installing is an Advanced Metering Infrastructure (AMI) smart
  meter. Using radio frequency (RF) technology, an AMI smart meter sends energy
  usage information to Xcel Energy for monthly billing purposes.

  Our new billing
  system uses interval data to calculate billing statements; the current meter
  does not measure or collect interval data. Interval data will help customers
  better understand at what times of the day, week, or month their energy
  consumption is the highest and determine ways to minimize that usage to save
  money. 

  On January 16,
  2025, a meter exchange occurred for an AMI Smart Meter. Initially during the
  meter exchange, we entered a final meter reading from the old meter of 54262.The billing was adjusted on March 18, 2025,
  based on the initial work order submitted on February 15, 2025. Billing was
  reversed from January 5, 2025, to March 5, 2025, in conjunction with the meter
  exchange. The revised bill now reflects a final meter reading of 54245 from the
  old meter and was sent to the customer.

  Xcel Energy sent
  a service order to test the electric meter.  Xcel
  Energy Meter Shop received the request and tested the meter on March 28, 2025.
  The meter test concluded that the electric meter was operating within approved
  parameters.  The meter test shows that at
  full capacity the meter ran at 100.00% and 99.98% at low capacity.
  
  Per the Wisconsin
  Electric Rate Book:
  Revision 3 Sheet
  No. E84 Schedule Ex-16
  Volume No. 7
  Amendment No. 723
  Rules and
  Regulations
  
  3.4 Billing
  Adjustment
  Company will
  maintain and test its metering equipment periodically in accordance with
  accepted standard practice. In the event Company's test shows meter error in
  excess of tolerance prescribed by the Public Service Commission, Company shall
  recalculate the bills for service during the period of inaccuracy and make
  adjustment of bills in accordance with the rules prescribed by such Commission.
  When metering equipment fails to register, Company will estimate the quantity
  of energy consumed based on available data.
  
  If the
  recalculated bills indicate that more than $1.00 is due to existing customer or
  $2.00 to a person no longer a customer, a refund shall be made.
  
  If the bills
  recalculated in the manner prescribed by the Public Service Commission indicate
  that more than $10.00 is due from customer, Company may bill the customer for
  the amount due.
  
  Recalculated
  amounts will be billed separately on a form different from the normal bill form
  and include a complete explanation of the billing.
  
  Customer may, if
  he so desires, install at his own expense additional meters in series with
  Company's meter, beyond the outlet of Company's meter, for measuring electric
  energy used by himself, but not for measuring service to any other person
  except for temporary check purposes only and not for resale purposes.

  The company spoke with the customer on March 31, 2025, and advised of the meter test results. The company provided the customer information for energy resources for Focus on Energy and information on My Account. The My Energy Portal in My Account, powered by
  Franklin Energy, offers interactive tools and information focused on education
  and conservation. It features easy-to-read graphs, consumption comparisons, and
  a comprehensive library of energy efficiency tips.

  Customer Answer

  Date: 04/07/2025

  I have reviewed the business’ response and accept this
  resolution.