Xcel Energy Outages, Billing and Customer Response

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• Share New Meter Reading Fee Is Outright Theft... on Facebook Share New Meter Reading Fee Is Outright Theft... on Twitter Share New Meter Reading Fee Is Outright Theft... on Linkedin Email New Meter Reading Fee Is Outright Theft... link

  New Meter Reading Fee Is Outright Theft...

  by C.B., 3 days ago

  Xcel Energy is now ripping me off for an extra $23.84 per month because they came and replaced my perfectly functional electric meter with a non-communicating unit that requires them to read it manually - like that is some kind of a new situation - they have always had to read my meter, with no fee involved (well, at least one that you could point to on the bill). They try to cover for this new cash grab by saying that I should have had a "smart meter" installed instead, but that's crap, as they still have to show up... Continue reading

  Xcel Energy is now ripping me off for an extra $23.84 per month because they came and replaced my perfectly functional electric meter with a non-communicating unit that requires them to read it manually - like that is some kind of a new situation - they have always had to read my meter, with no fee involved (well, at least one that you could point to on the bill). They try to cover for this new cash grab by saying that I should have had a "smart meter" installed instead, but that's crap, as they still have to show up to read my gas meter, and they read both my gas and electric at the same time, just as they always have - so, nothing new here, except they get to reach into my pocket deeper than they already do, while also trying to strong-arm me into their dynamically controllable grid system...
  
  Xcel needs to have their monopoly situation terminated - lousy prices, lousy service and stupid capital allocation to non-stable base load power fantasies...

  
  
• Share Twice in Ten Days on Facebook Share Twice in Ten Days on Twitter Share Twice in Ten Days on Linkedin Email Twice in Ten Days link

  Twice in Ten Days

  by Mark Nelson, 5 days ago

  That's how often I have lost power at my residence at 901 North Race Street in Denver, Colorado 80206. That's too much. Yes, we've had some snow. That is not unexpected in Denver. What is unexpected is the regularity with which we lose power. We do so much worse than other developed countries. Look at Germany. Look at Japan. Their reliability puts us to shame. I have an all electric house. We can do better. Please work on this people!

  That's how often I have lost power at my residence at 901 North Race Street in Denver, Colorado 80206. That's too much. Yes, we've had some snow. That is not unexpected in Denver. What is unexpected is the regularity with which we lose power. We do so much worse than other developed countries. Look at Germany. Look at Japan. Their reliability puts us to shame. I have an all electric house. We can do better. Please work on this people!
• Share Irresponsible service on Facebook Share Irresponsible service on Twitter Share Irresponsible service on Linkedin Email Irresponsible service link

  Irresponsible service

  by jlee, 10 days ago

  We are having issues with the power in our house. The symptoms are , a burned out dryer mootor , flickering lights, non working heater, outlet voltage from 74-150 volts, when turning on lights other lights dim, when turning on any light or applience if you dare the stove resets. We had an electrician identify this as a Bad Neutral Leg and that xcel energy would need to repair it, We have reported this 3 times. Xcels repsponse is that they can peak trhe meter so they do not need to come fix it. This is truly unacceptable behavior for... Continue reading

  We are having issues with the power in our house. The symptoms are , a burned out dryer mootor , flickering lights, non working heater, outlet voltage from 74-150 volts, when turning on lights other lights dim, when turning on any light or applience if you dare the stove resets. We had an electrician identify this as a Bad Neutral Leg and that xcel energy would need to repair it, We have reported this 3 times. Xcels repsponse is that they can peak trhe meter so they do not need to come fix it. This is truly unacceptable behavior for a an issue that is their responsinility to fix.

  
  

  A bad or "lost" neutral is a dangerous electrical condition where the neutral wire (white) is broken or loose, causing 120V circuits to behave erratically. It causes voltage imbalances where one leg rises (e.g., 140V+) while the other drops (e.g., 90V-), leading to flickering lights, burning smells, or ruined appliances. This is a severe hazard requiring immediate attention from an electrician or utility provider.
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  Multiple Outages

  by Top Choice, 12 days ago
  Xcel at my residence in Lake County has an outage at least once a month and usually

  every other week and yet they require on time reimbursement for poor service.

  In fact about 2 months ago I received no less than 8 texts in a 12 hour period of on again

  off again service. This continues to be a huge problem in that with every outage all the

  lighting timers for security, etc need to be reset and I am not always available to do such.

  I can't believe this corporation has been allowed to function in Colorado this long... Continue reading

  Xcel at my residence in Lake County has an outage at least once a month and usually

  every other week and yet they require on time reimbursement for poor service.

  In fact about 2 months ago I received no less than 8 texts in a 12 hour period of on again

  off again service. This continues to be a huge problem in that with every outage all the

  lighting timers for security, etc need to be reset and I am not always available to do such.

  I can't believe this corporation has been allowed to function in Colorado this long, it

  has always been poor service for the 12 years that I have had a residence there and

  of course the rates continue to rise.

  
  
• Share Squeaky gas meter on Facebook Share Squeaky gas meter on Twitter Share Squeaky gas meter on Linkedin Email Squeaky gas meter link

  Squeaky gas meter

  by Rick Smith, 18 days ago

  After two years of repetitive calls to Xcel's customer service to report a very squeaky gas meter, the problem got resolved promptly only after reporting it to the PUC. Since it was not deemed an emergency, the order ticket sat in limbo well beyond their 60-day commitment. It was very frustrating as Xcel's customer service process does not include an escalation process. When I called, all I could do was reiterate the problem and all they would do is say the ticket is still open and someone will come out sometime. It would have been better for me to be... Continue reading

  After two years of repetitive calls to Xcel's customer service to report a very squeaky gas meter, the problem got resolved promptly only after reporting it to the PUC. Since it was not deemed an emergency, the order ticket sat in limbo well beyond their 60-day commitment. It was very frustrating as Xcel's customer service process does not include an escalation process. When I called, all I could do was reiterate the problem and all they would do is say the ticket is still open and someone will come out sometime. It would have been better for me to be able to discuss this with a more senior customer service representative but that option was not provided to me even though I inquired about escalating this matter to more senior staff.
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  Corporate Utility leveraging consumers for their own benefit

  by Colorado Dooner, 20 days ago
  Xcel has been allowed to bill consumers who have solar panels for power they can not generate during on peak hours. The kicker is on peak hours are from 5-9 pm and it is hard to generate power with solar panels when it is dark out. In my own situation I generated 500 kW hours for the month of March and used 234 KW. Thus they gained 266 "free" kW. They pay peanuts for the these kW I generate with my solar panels over and above what I use. That is why I call it "free". To make us pay... Continue reading

  Xcel has been allowed to bill consumers who have solar panels for power they can not generate during on peak hours. The kicker is on peak hours are from 5-9 pm and it is hard to generate power with solar panels when it is dark out. In my own situation I generated 500 kW hours for the month of March and used 234 KW. Thus they gained 266 "free" kW. They pay peanuts for the these kW I generate with my solar panels over and above what I use. That is why I call it "free". To make us pay for kW during on peak and then charge the on Peak fee is just rubbing salt in a wound with a smile on their face.

  
  

  Dear PUC members this is just not fair to consumers who are doing the right thing and you are just rewarding Xcel.

  
  

  Please reverse this approved billing process.
• Share Xcel Online Payments Not Working on Facebook Share Xcel Online Payments Not Working on Twitter Share Xcel Online Payments Not Working on Linkedin Email Xcel Online Payments Not Working link

  Xcel Online Payments Not Working

  by RLD, 26 days ago
  Hi,

  Can you please ask Xcel to post something on their website about issues with not being able to connect to their online payment system. This company is the WORST with communication. I have tried several times today using different browsers and their website won't take me to my account to pay.

  Hi,

  Can you please ask Xcel to post something on their website about issues with not being able to connect to their online payment system. This company is the WORST with communication. I have tried several times today using different browsers and their website won't take me to my account to pay.
• Share 18-20 months to reprocess a billing error from Xcel and still no answers on Facebook Share 18-20 months to reprocess a billing error from Xcel and still no answers on Twitter Share 18-20 months to reprocess a billing error from Xcel and still no answers on Linkedin Email 18-20 months to reprocess a billing error from Xcel and still no answers link

  18-20 months to reprocess a billing error from Xcel and still no answers

  by Phil R., about 1 month ago
  I had solar panels installed in early 2024, and built up a considerable amount of "solar credits".

  In December 2024 all these credits disappeared. I followed up with Xcel, and they said it was their issue, and they would reprocess.

  Some 4 months later they provided a reprocessed bill, however it was still incorrect, and didn't replace the "missing" solar credits.

  I spoke with them again, and they said an issue on their part, and they would reprocess the bill.

  Another 7 or 8 months later, in Jan 2026 they provided another reprocessed bill. Still incorrect.

  In the meantime they... Continue reading

  I had solar panels installed in early 2024, and built up a considerable amount of "solar credits".

  In December 2024 all these credits disappeared. I followed up with Xcel, and they said it was their issue, and they would reprocess.

  Some 4 months later they provided a reprocessed bill, however it was still incorrect, and didn't replace the "missing" solar credits.

  I spoke with them again, and they said an issue on their part, and they would reprocess the bill.

  Another 7 or 8 months later, in Jan 2026 they provided another reprocessed bill. Still incorrect.

  In the meantime they are showing an amount outstanding on my bill for electricity. Due to this they have assessed late fees, and threatened to turn off my power several times. When they properly account for the "missing" credits, I won't have any balance due. They requested I call in once a month for them to put a "hold" on my account while this is being sorted out.

  It's been almost 18 months to resolve a billing issue that Xcel made, and admitted to. This is an entirely unreasonable amount of time. If I had an option of another electricity provider to use, I would have switched ages ago. But since that isn't an option, I'm forced to accept this substandard customer service, and poor communication.
• Share 20 months without an electric bill.... on Facebook Share 20 months without an electric bill.... on Twitter Share 20 months without an electric bill.... on Linkedin Email 20 months without an electric bill.... link

  20 months without an electric bill....

  by Sorry I have solar., about 1 month ago
  After 20 months without an electric bill, I am provided with a bill that they can't understand.

  I've requested to speak with someone in billing to explain the details. Was told they don't do that.

  Help me get answers please!

  After 20 months without an electric bill, I am provided with a bill that they can't understand.

  I've requested to speak with someone in billing to explain the details. Was told they don't do that.

  Help me get answers please!
• Share Fraudulent Billing and Usage on Facebook Share Fraudulent Billing and Usage on Twitter Share Fraudulent Billing and Usage on Linkedin Email Fraudulent Billing and Usage link

  Fraudulent Billing and Usage

  by Daniel O, about 2 months ago
  I opened my account with Xcel back in September of 2020. I am relatively young and have bounced from apartment to apartment communities due to increased rent prices; every time submitting the proper stop/transfer service requests to my new address.

  
  

  Around mid 2023 (or so) I discovered through my usage statement that my address on my statement was incorrect. I called and tried to get that resolved and was informed that I may “see back charges” for the time I was billed for the wrong unit (which was NOT my fault and a failure of the Xcel Customer Service Team... Continue reading

  I opened my account with Xcel back in September of 2020. I am relatively young and have bounced from apartment to apartment communities due to increased rent prices; every time submitting the proper stop/transfer service requests to my new address.

  
  

  Around mid 2023 (or so) I discovered through my usage statement that my address on my statement was incorrect. I called and tried to get that resolved and was informed that I may “see back charges” for the time I was billed for the wrong unit (which was NOT my fault and a failure of the Xcel Customer Service Team to do their job and process my move request). I had not heard anything about this request so assumed it had been handled.

  Fast forward to April 2024 where I moved into a slightly larger unit with a roommate, my first month of living in this unit my usage nearly quadrupled at almost 1400KWh of usage a month from an average of 200-400KWh a month when living by myself, and increasing every month. For over 6 months I repeatedly called Xcel requesting a meter test or to have someone check the meter because

  1. That dramatic increase is an obvious sign that something is incorrect.
  2. Those are industrial levels of power for an apartment (I don’t mine bitcoin and I work a full-time job).

  3.I performed usage tests in my own unit by shutting off our breakers and monitoring the usage and still seeing dramatic power usages with our breakers off.

  After about the 6th month mark customer service finally let me know that my meter was wired to the incorrect unit and that they had sent someone out to correct it. I was never called, emailed, or communicated anything about this change and rubbed me the wrong way having to call Xcel to find out what they were doing to my account. For the next couple months after this, they started adjusting my statements and changing the past usage and doing all kinds of weird things with my statements that quite frankly seemed like fraud - in the end to be only refunded about $80 in credit after paying over $1300 in electricity bills in a span of about 6 months. Shortly after I filed a PUC complaint because of these apparent fraudulent changes to my statements. Jason Brontzmann was my representative for that initial PUC and he did a terrible job at easing my concerns about how much I overpaid and did not communicate effectively.
  In December of 2025 I submitted a final stop service request as I no longer needed an account in my name - I received a final bill of ~$72 and assumed that was the end of it.
  In March of 2026 I noticed that Xcel had withdrawn nearly $300 from my bank account nearly three months after closing my Xcel account. After checking my Xcel account I noticed the total was actually almost $500, but there was a ~$170 credit sitting in my account so the total was ~$300; so I filed another PUC complaint due to the ongoing issues I kept having with this company. Thankfully the customer service advocate that I worked with was very helpful and transparent and actually got my timely answers and informed me of her process the entire way through until the issue was resolved.