Xcel Energy’s earns a 1.4-star rating from 170 reviews, showing that the majority of customers are dissatisfied with service.
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Complaint
I called Xcel Energy today waited 35 min for someone to answer, and after waiting for ever someone answered and told me that they couldn’t help and transferred me some where else and So they transferred me 3 times and after all they hung up
Now I am in phone line again and again waiting for another 30 min to be helped
Customer service is very bad and agents are very rude
Xcel Energy Complaints 169
Billing
Hello, I hope this message finds you well. My Name is Juan C. Escalona Torres and I am writing to bring to your attention a discrepancy I’ve encountered with my account billing records. Although I have consistently paid my energy bill on time every month, I recently noticed an issue when I logged into the customer portal. The system shows that my last...
Read full review of Xcel Energy and 1 commentService technician
On Sunday July 14th at 6:40 pm two technicians came out in response to a power outage caused by a down branch on a power line in our yard that had blown down in a strong wind. We waited a couple of minutes to give them space when they arrived. Then my boyfriend calmly approached who appeared to be the lead tech to check in with him about the branch location...
Read full review of Xcel EnergyBilling
I was informed that a payment that was made in march, was reversed, which caused my bill to sky rocket to over 600.00. It was than reapplied june 12. I called to the billing department and I was informed of this. I was never ever told this prior to my phone call. All the cs agent kept saying was it will reflect your next statement. Completely unacceptable...
Read full review of Xcel Energy and 1 commentIs Xcel Energy Legit?
Xcel Energy earns a trustworthiness rating of 91%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Xcel Energy. The company provides a physical address, 4 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
Xcel Energy has claimed the domain name for xcelenergy.com for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.
Xcelenergy.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
We looked up Xcel Energy and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information
However ComplaintsBoard has detected that:
- While Xcel Energy has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 8% of 169 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
- We conducted a search on social media and found several negative reviews related to Xcel Energy. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
Outrageous bill after smart meter installation
Xcel energy installed a smart meter at my residence the first week of
Janaury.
On January 10th I received a bill for $159.00, my previous bill was $80,78
which I paid December 27th 2023.
This bill is 2 times higher than my previous bill!
I contacted customer service and after being on hold and talking to them for over 30 minutes they had no explanation for this error.
I checked my usage portal at showed 200kwh since the meter was changed.
They need to resolve this issue and improve their customer service!
Claimed loss: $80.00
Desired outcome: Correct my bill and improve their customer service
Somebody else's bill
After my wife and I separated she was in the family house. She was responsible for all her bills in the house including Xcel Energy. She bailed out on the house. I took over, the house and expenses. Soon after she bailed out I received the letter in the mail stating that there's no responsible party for this address. I assume she paid off her bill and took her name off the account . Sense that's the only way you can take your name off. I called set up the account in my name and received the first month's bill was $182 then the next month I received a bill for over $3,800. Now there's two account numbers on my bill one for her and one for me. I called and they told me she didn't pay it so now I have two. Because I'm now in the house. I just received a disconnection notice that they'll disconnect me unless I paid him 3,863 in the next week.
Desired outcome: I'm not responsible for somebody else's Bill my name was never on that bill.
acccount login
When trying to login to pay a bill Google comes up with at least ELEVEN links for login, NONE of which work efficiently and many don't apply. This has been a problem for at least two years. It took me over two weeks of chats and calls to change my personal information so that I could resume logging in. Their IT Manager, whom I suspect is a high school dropout, needs to be FIRED!
Desired outcome: Revise and simplify the account login procedure. It's not rocket science!!!
Xcel contractor.
Monday October 23, 2023 Today I went out my back door to discover a large white van parked in my backyard. There was a man/woman couldn't tell.walking around my dog kennels talking to my dogs and feeding them something. When I asked the man what he was doing he said he was looking for a meter. Xcel recently had a smart installed. In my front yard. On my...
Read full review of Xcel Energycustomer service
My husband and I had been receiving multiple bills after we had stopped living at our old place. I expressed to the customer care agent that even though the notice said it was final, we continue to keep getting billed and I was afraid of being billed again. I explained that I cannot see the old account in my account online anymore and I am worried that we will be billed again. The customer care agent referred me back to the bill and asked me to read what it said before proceeding to say I have to hang up because we have other people waiting and hang up. So I still don't know if we will get charged again for a place we don't live at. That was the most rude conversation I have ever experienced from customer care.
Is there any way I can have some reassurance that we won't get charged again?
Desired outcome: Training in courtesy when dealing with customers and easier way to visualize old accounts under the same place to look at payment histories so that I can be sure that I will not get charged again
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...
Read full review of Xcel EnergyThe person who came and shut my utilities off today
Yes, I woke today to find a man outside should have my utilities when I asked what was going on he just said he could not turn them back on and he was extremely rude. He was not very nice. I begged him to leave the utilities on when I came inside to call Xcel energy before he left and he would not turn on the utilities will not wait for me to call on my bill. He will not wait for me to talk to somebody in customer service. I think that is rude. I think he should be fired and I would like him to be fired because that is a necessary action. He did not need to do that today that I want somebody to return my email or contact me on this matter because I’m very adamant that he fired. And furthermore, I’m disputing this bill and so I would really like him fired because he should’ve heard me out before just shutting off my utilities and I have six kittens in here that are dying of heat stroke. I live in a camper I am going to sue him if my kittens die.
Desired outcome: I want him to be fired
I was awoken this morning to my utilities being shut off, but I’ve disputed my utility bill two years ago. I also change my address because I cannot receive mail at the address. The physical address where I live and I had a PO Box previously but obviously I didn’t get change because I’ve not gotten any statements so I was unaware that about to be shut off and when I try to explain this to the person who came this morning, he was rude he wouldn’t answer me. He wouldn’t wait for me to call you guys you wouldn’t wait for me to try to make a payment arrangement or find out why my utilities weren’t being sent to the address I was given that should be on file and then he just got in his car and drove away. I have six Sorry make eight baby kittens in my home that are suffocating from the heat because this guy wouldn’t take five minutes to let me call XL and see what the problem is or leave my utilities on so I can make a payment and I’m not gonna pay rate and re-hook up fees for something that’s not my fault .
Customer service
I have been unable to log into my account for more than 3 months. The website crashes redirecting me to the sigh in page. I never get to the sign in dialog. I have repeatedly reported this but no one has ever contacted me regarding the multiple tickets (supposedly) that have been opened and when I call in, the customer support agents are not able to connect...
Read full review of Xcel EnergyIncreased usage charge
I used less AC last billing period due to weather. Everything else I do is exactly the same. Single person household. Two loads of laundry a week. Dishwasher every 2-3 days. Oven off peak early morning. Showers same times. TV times and ceiling fans exactly the same. No other visitors. All chores done off peak, early morning before 11 am. And yet my bill for September shows higher usage than bill for August - all peaks higher. How is this possible?
Desired outcome: Explanation of how my usage goes up when I use less.
Solar power reconciliation
- Xcel Energy consistently reports amount of energy my solar panels produce as 13% or more less than is reported by the solar manufacturer's software. On multiple occasions Xcel Customer Service personnel got very defensive when I sought guidance on reconciling the discrepancy while yelling at me about how good their meters are and I need call the manufacturer of the solar system.
- From 07-01-22 through 04-03-23 Xcel Energy gave us no credit for the energy that our solar panels produced, and charged us the full amount through Xcel. Even given the discrepancy as stated in the first item, with our solar panel production and carry-over of solar energy produced over and above usage, we should have only owed Xcel the base account fees. Over this time frame we paid Xcel over $1100 in bills that appear to be improperly calculated.
Desired outcome: We would like the above issues resolved.
Price
Ridiculous prices compared to anybody else in our area that has a different electric company people will start going broke trying to pay yalls outrageous prices! If we had the choice to change providers I promise nobody else in this county would go with yall! I keep my home 75 degrees keep my blinds closed don't turn on any lights until dark out & it does not help!
Desired outcome: Please meet your customers halfway and lower your rates
Wanted me to pay someone else's bill before start service
Description of complaint:
On June 28, 2023 I Opted to start service at 2** **urch Dr, La Crosse WI 54**3, and on July 5, 2023 they disconnected the electric at the residence. When I called I explained that I own the house and I wanted to put the service in my name, they said they wont until I pay for someone else's bill that they had at another residence. They want me to pay $4000 for someone else's bill. They said if I send them a copy of my deed and a copy of my ID, so I did that today, and they said now I have to go without power for 2 or more days. This is absolutely unacceptable. I called billing services to ask if they received my information, and Brenda said the person she sent a service request for a supervisor to contact me wont be able to help me either. The customer service from 5 people has been a nightmare. Unhelpful. Uneducated. No solutions. Unsympathetic. Just a horrible business here in La Crosse Wisconsin. This is unethical. I'd like everyone who spoke to me today to be reviewed and have disciplinary action. The guy who disconnected my service just laughed in my face and said I should pay my bill and this wouldn't happen. Remind you that isn't my bill! I didn't get his name but they should have records if their doing their job correctly.
Desired outcome: Employee reviews and disciplinary action. Power connection and compensation.
Request to ratepayers to provide electric charging stations
I am highly against this, why should this be charged to everyone? If you want to pay for this you should be asked whether you want to be charged for this or not.
You can opt in or opt out. You will be adding this cost to thousands of low income or elderly that can not afford this! I do not own an electric car nor do I have any plans to buy one, why do I have to pay for something I will never use!
Desired outcome: Make this an opt in or opt out request, or better yet please let Xcel Energy who is rolling in money apparently back the cost completely, then after your little electric stations are set up, charge the users for it!
Refused to restore power after submitting medical exemption forms
Excel energy shut off power to our home. We submitted medical forms because my mother has stage 4 cancer. It was also documented that this is a medical emergency that power is restored right away. This happend on a Thursday. Doctors faxed the forms Thursday evening Friday comes no power talked with customer service they claimed to not get the forms. Doctor office faxed forms again 5 times to 2 fax numbers giving to us by excel. I myself also faxed the forms as well. Friday still no power. Saturday No power this is now a medical emergency also reported to excel. Excel claims they gave us the wrong fax number to fax forms again asap beings this is medical emergency
Faxed forms again to the other 2 fax numbers giving to us again by excel. Called again said they would note account that fax was sent again and power needed to be restored asap. Saturday night still no power mother again has stage 4 cancer and is undergoing chemo excel was informed about the the seriousness about the medical complications related to needed power back on. Called again they lady from customer service said there was nothing she could do that this matter should have been handled Friday. I asked to speak to supervisor she said there was no supervisors I asked to have the number to to on call department for emergencies and she said there was no on call for emergency she stated there was nothing she was able to do and I stated that the first fax was sent Thursday and tell keep telling us they didn't get the fax when we sent it to every number provided by them she was very rude and ended up hanging up on me. This is not right at all they have a person with stage 4 cancer with a serious medical condition that they know about and they have refused to restore power when the forms were faxed over and over and over. This has put my mom's life at risk and medical complications from lack of heat and power. On top of her medical issues we have 5 young children in the home.
Desired outcome: Power restored Companstion for lost food, stress and pain and suffering
Damage to sprinkler system while inspecting utility pole
A few months ago xcel was in my neighboorhood inspecting utility poles.
They dig a few feet down around pole to inspect. They dug around a pole in the southwest corner of my front yard and damaged my sprinler system which I discovered last week when i turned it on for the summer. My sprinkler contractor will be her May 25th to repair it. I would like xcel to reimburse me for the cost of repair
Desired outcome: xcel to reimburse me for cost of repair
Waiting over two months to get a solar meter installed
I have waited over two months already to get a solar meter installed. I have called numerous times no one ever answers the phone never. I have left voicemails. No one ever returned them back. I have emailed nobody has ever called back. Return calls email back nothing my solar company has said the same. I am so frustrated at this point I have an expensive solar array.. I am so frustrated at this point I have an expensive solar array on my roof and I’m literally waiting on one guy who does. 3 m a day.
Desired outcome: Install my meter asap!
electric meter change out to net zero meter
Xcel energy is not an easy company to get the work done with ! Calling their 800 number is and trying to connect to the correct department is next to impossible, this being after getting disconnected how many times... We had solar panels installed and Xcel has 20 business days to get your meter changed, they did not show up on day 20, after calling I was told they don't have the paperwork and I need to call the solar company, called them and was assured Xcel has what they need, called back and was told to send an email, they don't transfer calls, 'are you kidding me?'... solar panels were installed 3 months ago and not being used because of the non-helpfullness of Xcel
Desired outcome: change out of electric meter to net zero meter
Overview of Xcel Energy complaint handling
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Xcel Energy Contacts
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Xcel Energy phone numbers+1 (800) 895-4999+1 (800) 895-4999Click up if you have successfully reached Xcel Energy by calling +1 (800) 895-4999 phone number 0 0 users reported that they have successfully reached Xcel Energy by calling +1 (800) 895-4999 phone number Click down if you have unsuccessfully reached Xcel Energy by calling +1 (800) 895-4999 phone number 0 0 users reported that they have UNsuccessfully reached Xcel Energy by calling +1 (800) 895-4999 phone numberResidential+1 (800) 481-4700+1 (800) 481-4700Click up if you have successfully reached Xcel Energy by calling +1 (800) 481-4700 phone number 0 0 users reported that they have successfully reached Xcel Energy by calling +1 (800) 481-4700 phone number Click down if you have unsuccessfully reached Xcel Energy by calling +1 (800) 481-4700 phone number 0 0 users reported that they have UNsuccessfully reached Xcel Energy by calling +1 (800) 481-4700 phone numberBusiness+1 (800) 895-2999+1 (800) 895-2999Click up if you have successfully reached Xcel Energy by calling +1 (800) 895-2999 phone number 0 0 users reported that they have successfully reached Xcel Energy by calling +1 (800) 895-2999 phone number Click down if you have unsuccessfully reached Xcel Energy by calling +1 (800) 895-2999 phone number 0 0 users reported that they have UNsuccessfully reached Xcel Energy by calling +1 (800) 895-2999 phone numberGas Emergency Or Outage+1 (800) 895-1999+1 (800) 895-1999Click up if you have successfully reached Xcel Energy by calling +1 (800) 895-1999 phone number 0 0 users reported that they have successfully reached Xcel Energy by calling +1 (800) 895-1999 phone number Click down if you have unsuccessfully reached Xcel Energy by calling +1 (800) 895-1999 phone number 0 0 users reported that they have UNsuccessfully reached Xcel Energy by calling +1 (800) 895-1999 phone numberElectric Outage
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Xcel Energy emailsinquire@xcelenergy.com100%Confidence score: 100%Support
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Xcel Energy address1800 Larimer St., Ste 1500, Denver, Colorado, 80202-1408, United States
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Xcel Energy social media
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Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreSep 18, 2024
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This is just ridiculous. Being transferred around and then hung up on is unacceptable. You need to escalate this situation. Get in touch with someone in a higher position and make sure they understand how poorly you’ve been treated. Make it clear that you won't tolerate this kind of service. Be persistent and firm until you get the assistance you deserve. Don’t let them off the hook. You deserve better, and they need to know that their customers won't stand for this kind of treatment.