Billing errors unresolved 18 months later

During a remodel starting April 2024, our electric meter was removed; our construction power was provided from a temporary meter on a pedestal away from the house. Yet Xcel continued to bill us for three months on the "phantom meter" - the one that had physically been removed. These bills were based on "estimated" meter readings.

I noticed this after the remodel was complete and called Xcel in early December 2024 to ask for a refund. The customer service representative agreed and said she would refer it to the Billing Dept for a resolution; and to expect a refund in one to two months.

I heard nothing more from Xcel for months, despite numerous follow-up calls to check status. I eventually filed a PUC complaint, which got the Xcel consumer advocate in the loop. Finally, a little over a YEAR after my initial contact, I received a 20-page "corrected billing statement" and an "account summary" with 107 lines of charges and credits. Neither provided any explanation and neither showed any refund of the errant "phantom meter" charges.

I have sent follow-up questions to the PUC and the Xcel consumer advocate, in hopes of getting an explanation and the refund we are due. I am very disappointed in Xcel's unresponsiveness and their lack of customer service. The Xcel consumer advocate has been helpful in doing her best to get the Billing Department to respond, which I appreciate.