Xcel Energy Reviews

They do not post payments the day made. It takes a few days and then with proof of day it was paid they still screw around. It disgusting especially you are disabled. It unnecessary and on purpose. Plus little scam where even you need electricity for heat if landlord pays it they shut off then your apartment still has no heat in winter but they argue like you can't turn radiators on no electricity I think I know there heat not. I'm filing lawsuit in MN. Judges do not care except date you paid if you have heat or not. All illegal. Make higher profits. I also have a journalist who excited the story. One hood think I file lawsuits at no cost. Someone need check all that disgusting.

I use Xcel for my apartment and if I could put negative stars for customer service I would. My billing account wasn’t working and I couldn’t log into for weeks. I called a representative and she was no help whatsoever. She told me to turn my phone on and off because their account number they gave me wasn’t working. After 20 minutes of me trying to explain to her I couldn’t log in, she told me she couldn’t help me anymore and hung up on me. Absolutely awful experience and her attitude made it 10x worse. Not a good company at all.

If I could give negative stars I would. Recently had not one but two techs at my house to install their new Smart Meter. First tech saw that we have solar so he could not complete the task, said he would be back in an hour with another meter. Never showed up. Months later 2nd tech shows up, installs the meters. No problem. Received my bill today and it is for over $500. I called their lovely customer service, sat on hold for for over 10 minutes. Once I had a rep I explained, "I'm looking at my bank records and I have paid you every single month generally early always, now I receive this huge bill."

I have been stuck with Xcel as my only option for years now. It never fails, their billing is shady, not a single representative can give an explanation of the bill that matches the other. The customer service reps hang up on you when you ask for a supervisor. I have met only one kind and helpful person when calling. The rest have been bitter and absolutely terrible to deal with. I guess that’s what happens when you’re the monopoly company. What are we going to do, leave them? We literally don’t have an option.

Our account was set up with the wrong name so we couldn't log in. We were "first in line, the wait is about 20 minutes" for 4 hours one day then 5 hours another day without any response. We had to pick other reasons and then transfer to get anyone who could actually help. And then they never fully verified the spelling at the end so who knows if we'll have to do it again.

When the Xcel Energy people put the new electric box on my house they dropped a cable in the middle of my yard at the height a child can touch. They refuse to fix this saying it wasn't their cable even though they were the ones that messed it up in the first place. I spoke to customer service who repeated they can't touch someone else's cable. Well they sure touched it to drop it into my yard at a dangerous height causing an extremely hazardous situation that they refuse to fix. Good job Xcel. Yep that's sarcastic.

Worst customer service EVER! When we sold our home they told us that they failed to transfer the gas to the new owners along with the electricity...so we kept receiving bills. When we asked for this to be corrected they told us it would take up to 90+ days to fix our bill. We then began to receive notices about our account going to collections. We had issues talking to 90% of their staff because they weren't helpful, and then when we talked to a manager, who scheduled a call back to us, they never called. Once we called again-- they greeted us with nothing but attitude and disrespect.

I have a rental and there was less than a month where it was vacant. They turned the power off and I had called and let them know the new tenant is moving in. No warning or anything and it’s 20 degrees out. And I’ve been on hold for 30 min trying to talk to someone and I just wait w no updates. Could be another 4 hours for all I know.

I had to contact Excel Energy to take down some branches that were lying on the wires. They responded courteously in less than a week! Great job! My streetlight in front of my house went out. They responded within a couple of hours of my reporting in online! Great job!

Moved out of Denver at the end of August, submitted a stop service request on September 1st. Account is still active today. Have tried multiple times to call but either their phones have been down or I couldn’t get off hold and everything is automated so it feels impossible to actually get to speak with someone about this. Ended up submitting another stop service request, hopefully they will honor this one because I am not paying another bill from them when I have proof of attempting to opt out of their service twice. Honestly it feels like they make themselves hard to get a hold of so customers have to keep paying.

I overpaid $148 on a bill two months ago. They were supposed to send me a check for this amount. I have now called (& waited on hold for over 30 minutes) FOUR times….still no check & no one resolved the issue. So frustrating, especially since there’s no email or anything you can send a question to. Just wait on hold for half your life & talk to someone who promises to fix the issue then drops the ball repeatedly.

Here’s the deal: I called Xcel Energy’s residential line at ‪(800) 895-4999‬ to ask a simple question about an underground natural gas line marked with yellow flags that say "Xcel." I waited for about 30 minutes, and when the representative answered, she didn’t know the answer to my question: “Can a large dump truck back onto the flagged area to dump xeriscaping rocks on my front yard? Will it be safe?” She told me to call 811, as they would know the answer. I called 811 and asked the representative, but he didn’t know either. He told me to call Xcel Energy for that. He also didn’t know how deep the gas pipes are buried. In the end, I wasted 30 minutes of waiting time for nothing. It feels like neither company knows what they are doing. Very disappointing.

Called six months ago about some limbs over power lines. I don't know who the contractor is that does Xcel's trees but this is just ridiculous. Worst job I have ever seen anybody do. They are actually proud of this? I sat inside my home watching most the workers stand around, play on their phones for like 6 hours. I can't believe they left this tree in this shape. It's embarrassing and they should all be fired! Ridiculous! I can't believe they left this in my front yard!

Xcel Energy owes me a small credit $53.00 since I moved and closed my account. I haven't received the credit and was wanting to find out when I would receive it. Tried to contact the Residential Customer service at 800-895-4999. After waiting on endless hold for over 45 minutes I finally gave up. I never had to contact them while I was a customer, so I didn't experience any issues with service at that time. I'll have to try to contact them again in the next few days when I can wait for an hour or more for them to answer. I'm not even sure they have residential customer service staffed by people.

After calling and holding for an half hour to request a refund I was told to expect it in two weeks. I wasn't pleased but agreed. What can you do... After waiting for two weeks and no refund I call again (another 30 min wait) to inquire about it and am told it was from another source and they would need to research it. I said it comes from my employer and it is payroll deducted weekly. She says yes I see that but my supervisor says we need to research it, I will call you back in an hour.

They charged me on 2 separate occasions for 2 separate bills, totaling about $500. I spoke with someone for an hr end of August to dispute charges. Sent in proof of bank statements. She said I'd still be responsible for paying the $500 until this was resolved. She took a $50 deposit over the phone. I called again in Sept to check status. Nothing but said it usually takes a full month.

It is inherent issues with monopolies such as Xcel Energy. Huge amounts of complaints! Billing statements based on previous years' usage should be illegal. Installing so-called smart meters that are not used for consumption values, thus inaccurate results. Xcel also retaliates against senior citizens that asked too many questions. Repeated past years class action lawsuits has demonstrated very little effort in changing its policies. This is a serious problem for the public! Public Service Commission, and politicians are of absolute no interest in resolving the serious problem, due to the huge amounts of revenue get my drift?

I have never seen such poor customer service and poor company integrity. As consumers, we don't get a choice in who our provider is when it comes to electricity, and Xcel definitely takes advantage of that. They are RIDICULOUSLY expensive and overcharges. But the consumer cannot prove it! The funny (not funny) thing is THEY DON'T CARE!

I am a new customer. I am calling with the same problem 4th time and issue still NOT resolved. I wish I would have choice for Holy Cross which is great and always people on the phone to help. Hold 30 min every time I call!

I'm incredibly frustrated with Xcel Energy's customer service. First, the call wait times are ridiculously long—I’ve spent more than 40 minutes on hold multiple times, and they don’t even offer a call-back option, which is standard with most companies these days. To make matters worse, their online help is a joke—it's just a robotic system that never solves the problem. It's clear they're taking advantage of their monopoly because we don’t have any other electricity options. They know we have no choice, so they don’t bother improving their customer service. Extremely disappointing.

My apartment lease ended in July, and I notified them well before I moved out. Well, they’ve instead kept my account active and online they refuse to let me get rid of my bank info. They already charged me for a whole month and they are now attempting to charge me yet again! They’re incredibly hard to reach. If you have to use Xcel Energy, please be weary and cautious. Bad user experience on the site (you can’t even submit a concern via their form) and very hard to reach. I’m paying for someone else’s power usage at the moment and Xcel’s unresponsiveness shows how much they don’t care.

Xcel Energy is installing "smart" meters that are recording energy usage at 3 times what the original meter was. These meters are not recording correctly and they are charging absurd amounts of money to its customers. Xcel I'm sure knows they are faulty and are purposely installing these throughout the country scamming people.

If I could rate Xcel zero stars, I would. We live in a newer development south of Littleton, CO, and our power goes out frequently. There are many folks, myself included, who work from home and are having to scramble when the power goes out during work hours. There are mothers with infants who are losing breast milk because it cannot be kept cold without power. There are folks with medical issues that require electricity to support their care who are unable to get that care.

Overcharged me for an extra month for a house I was no longer living in because it conveniently took them 30 days to “process” me taking my name off the utilities. When I called and politely explained the situation, the lovely customer service rep called me a “weasel,” as if I hadn’t been paying on time every month for 2 years. Was really fun paying the next tenant’s utilities. I hope they enjoyed it.

I know we don't have options for energy in our area and Xcel knows this so they don't hire CS reps. Every time I call, I am on hold for 40 to 60 minutes and I can't get help online from their chatbot. It will never connect you to a real person no matter how times I click, "NO" when it asks, "Did this answer your question?" I am trying to find out how to transfer service/billing to our renter. Simple question. No simple answer and no one to help me.

Can't get cost to show on app with smart meter. Can't get Xcel on the phone as they are too busy multiple days. I am connected to the app and see the kw hours but it doesn't show costs like it should.

I had a downed power line in my yard. I reported it to Xcel, and the next day they repaired it. In the process, they also cut my internet and phone lines. They didn't tell me (the only reason I knew they'd done anything is that I happened to see their truck drive away) and they didn't call me. They left the cut lines draped across my yard. They didn't contact anyone else to come fix it. I had to wade through 7 levels of phone menus to finally speak to someone, only to have them tell me it's my problem to deal with.

Xcel Energy is flipping joke about signing up to pay your bills. After over hour fiddling farting around I called them to pay my bill via checking account. They will add service fee to pay your bill. Screw that. They will via check late. Nor do they accept Medica bill pay option either. WHAT A WASTE OF MY TIME!!!!

I hate you Xcel Energy. 1000%. I don’t know who is in charge of your policy but they should be fired. I live in a great neighborhood and you keep cutting my power at will, even though I pay my bill. My house is 2 years old and I’ve lost appliances, tvs, etc because of your policy.

Do not like this company, they leave gates open, doesn't notify or ask residents if it's okay to go into the back yard, so you can't put up your dogs first. They leave gates to other parts of the back yard open.