Menu
Xcel Energy Customer Service Phone, Email, Contacts

Xcel Energy
reviews & complaints

www.xcelenergy.com
www.xcelenergy.com

Learn how the rating is calculated

1.4 166 Reviews

Xcel Energy Complaints Summary

15 Resolved
151 Unresolved
Our verdict: If considering services from Xcel Energy with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Xcel Energy has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Xcel Energy. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Xcel Energy reviews & complaints 166

Sort by:

Newest Xcel Energy reviews & complaints

ComplaintsBoard
E
11:26 am EST

Xcel Energy Stopping service and billing

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.

Desired outcome: Adjust my bill

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
D
4:06 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Xcel Energy Business gas

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.

Desired outcome: Schedule a time to turn on gas

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
D
11:25 am EDT

Xcel Energy Billing

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!

Desired outcome: fix my bill

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
B
9:45 pm EST

Xcel Energy Electric service

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.

Desired outcome: 10 year still have issues

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
M
12:08 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Xcel Energy 240v conversion not complete

My spouse and I spent $18, 000 on an HVAC system and 240V electrical conversion for our property in CO. All the other houses on our block have a 240V system already, so we figured we should catch up to them. We had the HVAC system installed on 4 August 2021 and the electrical conversion started the day prior. We figured this would be done within a couple weeks at the most.

It is now 25 August 2021 and Xcel is not responsive to either my calls or the calls from my electrician. All that Xcel has to do is take down the old 120V line so the conversion can be completed and the HVAC turned on by my electrician. We have left countless voicemails for the person listed as the manager for our work order, and there is no response even during business hours. I don't know why they didn't just complete the job at the same time they installed the new 240V line; I guess they just love to waste our time and money. This HVAC system is just sitting here, meanwhile we are still sweating in our own house unable to enjoy what we spent a good portion of our savings on to improve the property. This is more than frustrating, it's infuriating. Did I mention that despite little change in our energy use that our bill almost doubled? So now Xcel is a time thief AND a money thief.

Desired outcome: Finish 240V Conversion; Remove old 120V line

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
F
3:04 pm EDT

Xcel Energy billing

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

Desired outcome: not to be billed for a home i moved out of!!!!

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
C
7:21 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Xcel Energy billing

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.

Desired outcome: Excel Energy send out a tech to reivew meter and trouble shoot what is causing my bills to be over priced and for Xcel Energy to adjust my bill down to $20-$30 like how it was for Feb. and Mar. 2021.

Read full review of Xcel Energy
View 0 more photos
Hide full review
ComplaintsBoard
L
12:55 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Xcel Energy Xcel’s auto payment system failures

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.

Desired outcome: Xcel to remove the 12 month hold on auto payment through established and verified bank account.

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
K
10:30 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Xcel Energy Being shut off right before a storm hits, and then taking over 13 and it is still not on

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!

Desired outcome: I want my power on now!! And refund added to my bill for unnecessary undue stress

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
C
1:28 pm EDT

Xcel Energy Customer Service

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.

Desired outcome: Fix your broken customer service

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
F
8:09 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Xcel Energy Denial of claim

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.

Read full review of Xcel Energy
View 0 more photos
Update by farabee
Feb 13, 2021 8:17 pm EST

It's bad enough that the power surge caused damage inside our home: flames coming from surge protector, hours without power, but the lack of concern shown by Xcel is typical of these huge businesses. They forget the "little man" is their customer. We've been at this location for over 45 years. It has never been pleasant to deal with corporate Xcel! Local servicemen are jewels.

Hide full review
ComplaintsBoard
C
2:33 pm EST

Xcel Energy Gas meter

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.

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
G
1:17 pm EST

Xcel Energy Bill

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.

Desired outcome: Just bill me for what I use. Very simple.

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
N
10:44 pm EST

Xcel Energy Billing

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

Desired outcome: Remove re accurring charge

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
D
4:03 pm EDT

Xcel Energy My bill

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!

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
U
10:16 pm EDT

Xcel Energy Customer service

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.

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
P
9:28 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Xcel Energy Moving my electric meter

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 !

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
J
2:01 pm EST

Xcel Energy electricity bill

My bill was 4 times the amount as the previous average for the past 2 years. I complained about it and Xcel sent "Jorge", so he said that was his name.
He entered my residence when unnecessary the told me my water heater was electric when it is obviously only gas.
I asked him to leave, he proceeded to become vile and unprofessional. Xcel backed this employee.
Now I have contacted police for the threats by Xcel employe, and attorneys for the civil side.
Xcel monopolized the panhandle so they can raise rates and hold it over our head and turn off electricity when their 16-year-old meter fails.
SEE YOU IN COURT!

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
L
12:34 pm EST

Xcel Energy power outages

I have had Xcel for years now and have had no issues until 2019. I have had the power go out 4 different times in less than 6 months. Each time it takes over an hour to restore power. My city went through a blizzard and I was lucky enough to restore power and yet when it is a perfectly clear day an outage happens. They wont tell you why, their updates are slow, and they refuse to acknowledge that this is a huge problem. It's not like I moved recently either, I've been at my apartment for three years and this just started happening.

Read full review of Xcel Energy
Hide full review
ComplaintsBoard
L
11:30 am EST

Xcel Energy extra charge for meter error/ no notice of issues

I called today to ask about my bill and why it was at $267 when it was at $30 previously they said our meter was out since March and that we are being charged for the use of electricity averaged from previous years which I don't understand why it took them seven months to realize our meter was broken when they should notice it in their billing hey this isn't reading right we need to let them know but they waited until October to come out and supposedly replace the meter and now we have to pay all this extra money right before Thanksgiving and Christmas for this Xcel bill that they say we owe for previous electricity use because the meter was broken... but no one bothered to call us to say what was going on and why we had this extra charge no one even told me that they came on our property to mess with the meter this overall is just poor customer service. the customer service representative I talked to i believe his name was Brian he said he has been with the company for 10yrs he was very inconsiderate and didn't sound compassionate at all he didnt seem to care about the situation. From a customer standpoint this should be resolved quicker with a notice or shouldnt happen at all. Also for providing a service to the community it should be your due diligence to make sure things are working and accurate and if something should arise to where there is a problem you guys should make it a priority to let the consumer know that there is a problem with their bill or service and not just send them a bill without any inquiring information of why we're being charged with this extra fee is just criminal.

Read full review of Xcel Energy
Hide full review

Xcel Energy In-depth Review

Company Overview: Xcel Energy is a leading energy company that has a rich background in providing reliable and sustainable energy solutions. With a strong mission to deliver clean, safe, and affordable energy, Xcel Energy is committed to serving its customers and communities.

Services and Products: Xcel Energy offers a wide range of services and products to meet the diverse energy needs of its customers. From electricity and natural gas to renewable energy options, the company provides reliable and efficient energy solutions. With a broad service area and extensive coverage, Xcel Energy ensures that customers have access to their services wherever they are.

Customer Experience: Xcel Energy strives to provide an exceptional customer experience. With a focus on customer satisfaction, the company consistently receives positive feedback from its customers. The customer support team is responsive and helpful, ensuring that any issues or concerns are addressed promptly.

Pricing and Billing: Xcel Energy offers a transparent pricing structure, allowing customers to understand and manage their energy costs effectively. The billing practices are clear and easy to understand, ensuring that customers are not faced with any surprises. When compared to competitors in the industry, Xcel Energy's prices are competitive and offer good value for money.

Reliability and Performance: Xcel Energy's services are highly reliable, with minimal outage frequency and duration. The company's response to emergencies and natural disasters is commendable, as they prioritize restoring power and ensuring the safety of their customers. With a strong focus on performance, Xcel Energy consistently delivers reliable energy services.

Environmental Initiatives: Xcel Energy is committed to sustainability and renewable energy. The company actively works towards reducing carbon emissions and has implemented various green energy programs and initiatives. By offering renewable energy options to customers, Xcel Energy promotes a cleaner and greener future.

Community Engagement: Xcel Energy actively engages with the local community through various initiatives. The company demonstrates its corporate social responsibility through philanthropic efforts and partnerships with local organizations. Xcel Energy's commitment to community development projects is commendable and contributes to the overall well-being of the communities it serves.

Innovation and Technology: Xcel Energy embraces innovative technologies to enhance its services. With smart grid and energy management solutions, the company empowers customers to monitor and manage their energy usage efficiently. Xcel Energy's investment in research and development ensures that it stays at the forefront of technological advancements in the energy industry.

Regulatory Compliance: Xcel Energy maintains a strong commitment to regulatory compliance. The company adheres to industry regulations and standards, ensuring the safety and reliability of its services. Xcel Energy's transparency in reporting and compliance practices further reinforces its commitment to operating ethically and responsibly.

Overall Recommendation: Based on a comprehensive review, Xcel Energy is highly recommended for potential customers. With its reliable services, commitment to sustainability, and active community engagement, Xcel Energy stands out as a trustworthy and customer-centric energy company. Whether you are looking for affordable energy solutions or want to support a company that prioritizes environmental initiatives, Xcel Energy is an excellent choice.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Xcel Energy customer service

Phone numbers

+1 (800) 895-4999 +1 (800) 481-4700 More phone numbers

Website

www.xcelenergy.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Xcel Energy?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Xcel Energy Customer Service. Initial Xcel Energy complaints should be directed to their team directly. You can find contact details for Xcel Energy above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Xcel Energy. Discuss the issues you have had with Xcel Energy and work with their customer service team to find a resolution.