Xcel Energy
Reviews and Complaints

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

I am writing to formally file a complaint against Xcel Energy of New Mexico regarding the transfer of electric service at 4024 W Smith Lane, Unit B. The previous tenant, Jamie Taylor, was the account holder and was on a medical waiver. Unfortunately, Mr. Taylor has since passed away, and the property has been rented to a new tenant. However, we are encountering difficulties transferring the electric service to the new tenant due to the outstanding balance on Mr. Taylor’s account.
“Under New Mexico’s landlord-tenant laws, specifically the Uniform Owner-Resident Relations Act (UORRA) outlined in New Mexico Statutes Annotated (NMSA) Sections 47-8-1 through 47-8-52, landlords cannot be held responsible for a tenant’s financial obligations, including unpaid utility bills or debts, unless a formal agreement dictates otherwise. The law stipulates the following:
• Landlords are required to provide habitable housing and maintain essential services such as plumbing and heating.
• Tenants are responsible for paying rent and utilities unless the lease specifies that the landlord covers those costs.
• Landlords cannot be held liable for a tenant’s outstanding debts, including utility bills, unless they are listed as the account holder”
Despite this, Xcel Energy has stated that I, Wanda Ryan, was listed on the account as a tenant. However, I was not a tenant, and legally, only Mr. Taylor could have authorized users on the account. Any record of my association with the account was solely the result of Mr. Taylor’s actions, not mine. I have proof of landlord-tenant status, including receipts of rent paid by Mr. Taylor to me.
Additionally, it is important to clarify that I do not reside at the property. The property contains three electric meters, listed under Xcel Energy as Units A, B, and C. Mr. Taylor previously rented Unit B, while I lived in Unit A. Due to Xcel Energy’s unlawful attempt to collect on me as the landlord, we are currently unable to establish electric service for Unit B.
Furthermore, according to Xcel Energy’s records, the electric bill has increased by approximately $700 over the past two months. This discrepancy is concerning, as the meters were terminated at the top of the pole nearly three months ago. This raises serious concerns regarding the accuracy of prior billing statements issued to Mr. Taylor.
Given these issues, I kindly request that Xcel Energy remove the outstanding debt from my responsibility as the landlord and proceed with transferring service to the new tenant. Additionally, I urge an immediate review of billing accuracy for the affected account.

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 payment of $49.94 was made on June 14, and it also indicates that my next payment is due on June 14. However, I distinctly remember paying my bill for August, but I am unable to locate any record of that payment.
Given that today is September 15, I would appreciate it if you could look into this matter and provide clarity regarding my August payment. My account number is 53-[protected]-0. You can reach me by phone at [protected].
Thank you for your time and assistance. I look forward to your prompt resolution of this issue.
Best regards
Juan C. Escalona Torres

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 and to let them know that we were available if they needed anything. He first waved him off from inside the vehicle so my boyfriend started to walk away. When he exited the vehicle my boyfriend pointed to the branch and said "That's what started it." To which the tech replied "Yeah, were not blind. " We appreciate the quick response to our outage but I wanted you to be aware of this techs rude costumer interaction.

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. I should have been called or a letter sent out stating this matter. Now I will get a bill for an outrageous amount that I will not be able to afford at the time it is due. I will be filing a claim with the bbb as well.

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!

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.

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!

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 utility pole. This xcel guy was eating his lunch parked in my back yard. Then when I told him that it was not a road and he would have to go around the block to the actual street he said ok. Then he kept talking to my dogs and feeding them. He got in his xcel van and drove through my backyard and pasture. I don't want some weird guy or any stranger on my personal private property. He had total disrespect for anything I said . Please xcel be more selective about who you send to peoples private homes. I'm so angry. This is not the first time I have had issues with an xcel contractor. They seem to think they own everything. I'm sick of it. I don't appreciate being totally disregarded.

The tag number on the van is SYW2923

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?

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!

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.

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 me to anyone who can help me. I am a senior software quality engineer with greater than 25 years experience and cannot believe you don't have a support group for your IT issues with the website.

Error report as follows:

This page has an error. You might just need to refresh it. An unknown error occurred attempting to fetch definitions at: https://my.xcelenergy.com/MyAccount/auraCmpDef?_au=8AJquISPf1NWhnygj1KDQg&_c=false&_density=VIEW_ONE&_ff=DESKTOP&_l=true&_l10n=en_US&_lrmc=618546923&_style=-334469287&aura.app=markup://c:XE_CiamWrapperApp&aura.mode=PROD&c=xeMaintenanceRedirect,xeReCaptchaV3,xegSiteFooter,xegSiteHeaderAlert,xegSiteHeaderDesktop,xegSiteHeaderMobile&_uid=LATEST [An unknown error occurred attempting to fetch definitions at: https://my.xcelenergy.com/MyAccount/auraCmpDef?_au=8AJquISPf1NWhnygj1KDQg&_c=false&_density=VIEW_ONE&_ff=DESKTOP&_l=true&_l10n=en_US&_lrmc=618546923&_style=-334469287&aura.app=markup://c:XE_CiamWrapperApp&aura.mode=PROD&c=xeMaintenanceRedirect,xeReCaptchaV3,xegSiteFooter,xegSiteHeaderAlert,xegSiteHeaderDesktop,xegSiteHeaderMobile&_uid=LATEST] Failing descriptor: {markup://c:xeReCaptchaV3}

You are ALL fired!

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?

- 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.

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!

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.

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!

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.

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

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.