When the Numbers Don’t Add Up

Recently, I received a bill from Xcel Energy stating that my household was using the same amount of energy as I had a year ago. At first glance, that might seem normal. But the statement immediately raised a question for me.

A year ago, I worked from home.

My computer was on all day. Lights were on. Coffee was brewing. The house was lived in for most of the day, five days a week.

Today, my schedule looks very different. I work full-time outside the home and spend nearly two hours commuting each day. For long stretches of time, the house sits empty. Naturally, one would assume that energy usage would drop under those circumstances.

Yet according to the report, my energy use has remained exactly the same.

Curious, I reached out to customer service hoping for a thoughtful explanation. Instead, the responses felt scripted—standard talking points that didn’t address the simple, logical question I was asking. There was no curiosity, no investigation, just repeated reassurances that the report was accurate.

That experience left me feeling frustrated and, frankly, disappointed. When customers raise reasonable questions about their bills or energy reports, they deserve more than a rehearsed response. They deserve transparency, accountability, and a willingness to look deeper when something doesn’t make sense.

Energy companies provide an essential service, and with that role comes a responsibility to engage honestly with the people they serve.

Because when the numbers don’t add up, customers shouldn’t be left feeling like their concerns don’t matter.