Xcel Energy Outages, Billing and Customer Response

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• Share Billing problems on Facebook Share Billing problems on X (formerly Twitter) Share Billing problems on Linkedin Email Billing problems link

  Billing problems

  by Gary Christiansen, 10 months ago
  I opted into the WindSource renewable energy program to pay an extra $0.01/kWhr for Wind energy with Xcel for multiple years. Last year, I wanted to try to cut back on spending and asked Xcel to opt out of it. They said that they would have it processed and removed from the bill a month or two later. A year later and with multiple calls and emails with Xcel, they still hadn't gotten it removed.

  I filed a complain with the PUC commission. A few days or a week later, I received a call from the PUC and a second... Continue reading

  I opted into the WindSource renewable energy program to pay an extra $0.01/kWhr for Wind energy with Xcel for multiple years. Last year, I wanted to try to cut back on spending and asked Xcel to opt out of it. They said that they would have it processed and removed from the bill a month or two later. A year later and with multiple calls and emails with Xcel, they still hadn't gotten it removed.

  I filed a complain with the PUC commission. A few days or a week later, I received a call from the PUC and a second call from someone higher up in Xcel. Both of them apologized for the problem happened and assured me that it would be fixed and backdated to when I requested to opt out of the program, but it might take a while because of how understaffed they were. I was happy with this outcome and was willing to wait longer.
  In July, a new statement came that refunded the charges ~$127, their math was slightly incorrect, but I wasn't going to raise a stink over a few dollars and was happy to accept it as resolved. Two days later, they added a second correction where they charged me an additional $281. So I ended up paying an extra $154 when I should have been refunded about $130.
  I've had multiple calls with them since then, an additional PUC complaint, and assurances that it would get fixed from Xcel, but no one is fixing it. Today, I had a call where they suggested that the charges were correct. They're going to talk to their manager more about it and give me a call tomorrow. I hope that this resolves it, but I've had the same conversations with people at Xcel almost a dozen times and it hasn't been resolved yet.
  I don't know what else to do when a company insists that their incorrect billing is correct and I can't get someone from the PUC to reach out. Do I do small claims court next? I don't know how to solve this problem and I just keep calling in every month when another statement arrives and the problem is still not fixed.
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  How outages effect people

  by Juliewicken , 10 months ago
  We have had too many outages in our neighborhood for No good reason. We all are wondering if it will happen again today and for how long. The first one lasted for days. I lost all my food in my refrigerator and my outdoor freezer. Thought about filling a claim so I took pictures and added it up to over $570 thrown away. I also had to replace the water lines to my refrigerator. Repairman said they cracked and when power was turned back. Lucky no water damage to house since I was home when power came back on and... Continue reading

  We have had too many outages in our neighborhood for No good reason. We all are wondering if it will happen again today and for how long. The first one lasted for days. I lost all my food in my refrigerator and my outdoor freezer. Thought about filling a claim so I took pictures and added it up to over $570 thrown away. I also had to replace the water lines to my refrigerator. Repairman said they cracked and when power was turned back. Lucky no water damage to house since I was home when power came back on and I noticed the water coming out of my refrigerator. Kids in the neighborhood ask if they are taking a flash light bath again. People can’t work from home because the power outage is a regular occurrence. Cars are stuck in garages and can’t get to where you are supposed to be. Houses dark and becomes a safety issue for elderly and people on oxygen or other electrical health equipment. These outages average over a few hours. Our security systems don’t record and safety issue put at risk. The last outage was from 2 am until after 9 am

  This is unacceptable and I know I am not the only one worried about wintertime. I have come home countless times this summer to a house over 90 degrees. Takes a long time to cool it down to go to sleep. What happens in the winter? They should pay for the generators going in the neighborhood since they are terrible at doing their job and keeping power in our homes. I have lived here over 30 years. This is terrible service. We ask ourselves wonder if we will have power today.
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  Their communication has been horrible

  by Do better xcel , 10 months ago
  Hi,

  Aside from the obvious frustration of it being so many outages, one of my biggest sources of anger has been the terrible communication around it and that's something I hope they learn/grow from in this. The day they did a planned multi day outage, we didn't know about it until an hour or two before they did it (for real) with no idea how long they were keeping it off. And we didn't even see their memo until the power was already off. That day it got turned off, our dog was in the house and we were not... Continue reading

  Hi,

  Aside from the obvious frustration of it being so many outages, one of my biggest sources of anger has been the terrible communication around it and that's something I hope they learn/grow from in this. The day they did a planned multi day outage, we didn't know about it until an hour or two before they did it (for real) with no idea how long they were keeping it off. And we didn't even see their memo until the power was already off. That day it got turned off, our dog was in the house and we were not, we had to get really creative on how to get the garage door open as our house door is really tough to open. Had I known a day or two in advance I would have been prepared for it- by not being out of the house so I could be inside and leave our doors unlocked to go in and out. Which also the fact that we have to reschedule our lives for their outages is a source of huge frustration in and of itself! Had we known ahead of time, we also wouldn't have bought groceries that would just spoil. It was frigid outside and this outage lasted DAYS. I'd never felt more uncared for by a service provider, and that wasn't even for a real outage issue, but to help with fire risk--however the neighborhood literally across from us had their power on the whole time, which also felt so frustrating--it would have been nice if they'd have rotated who lost power, if they were truly trying to ease fire danger. It also happens so often you start to think, "obviously there's something wrong with the equipment or the lines" because it's not happening anywhere else around us. If they had communicated to us the issues and how they were working to fix it, it would have made this all a lot better, but every outage (planned or unplanned) without any solid communication around it just made it so much worse. You wonder and have to think they aren't sharing because they don't want to have to fix it (or pay for the fixes). I hate that, due to the nature of the grid, we are stuck with them as our provider. it's truly been eye opening to me how badly not having a competitor is for this service provider. They can do whatever they want for quite a while, when they have no consequence of losing customers to better providers. And I'd say it's not just their lack of communication, but also the inaccurate communication they have, here is an example of the terrible communications: The most recent planned outage was supposed to be 12 AM- 8 AM (that's what they told us) and our power got shut off at 2 AM middle of when we are sleeping, so we all woke up right in the middle of the night and then it stayed off until 9:30 AM--they chose to do this on a weekday, where we are trying to get ready for work and have a baby that needs bottles heated. So their communication hasn't been accurate even when they do communicate, and the timing they chose really sucks. For this recent one in particular, it would have been better or them to turn it off a 9 or 10 at night before all are deep sleeping and have it back up before everyone's trying to get ready and needs to use their kitchen and bathroom. I don't know why that wasn't a thought they had, but because it wasn't, it makes me feel like they really don't care about how it's impacting us at all.
• Share Xcel Lies, PUC Does Nothing on Facebook Share Xcel Lies, PUC Does Nothing on X (formerly Twitter) Share Xcel Lies, PUC Does Nothing on Linkedin Email Xcel Lies, PUC Does Nothing link

  Xcel Lies, PUC Does Nothing

  by LawsuitGeneratorORMove, 10 months ago

  Even after the preemptive power shut down the PUC took no action against Xcel. Xcel has known about the problems in the Columbine area of South Jeffco and did nothing until news agencies were engaged. Neither one has the public interest at heart, entering this comment in hopes the same news agencies press the PUC as that's the only reason they will penalize Xcel. Or unless this becomes a talking point for the upcoming Governor election. For months, especially over the summer, we'd experience a long power outage a week. Once we had two in the same day. I would... Continue reading

  Even after the preemptive power shut down the PUC took no action against Xcel. Xcel has known about the problems in the Columbine area of South Jeffco and did nothing until news agencies were engaged. Neither one has the public interest at heart, entering this comment in hopes the same news agencies press the PUC as that's the only reason they will penalize Xcel. Or unless this becomes a talking point for the upcoming Governor election. For months, especially over the summer, we'd experience a long power outage a week. Once we had two in the same day. I would report it, call their number, was told I'd be contacted by Xcel management which never happened. I was told they'd work a chronic outage report that yielded no results. There's no other way to reach them and per their call center you are not allowed to talk to a manager and you can't escalate a repair. They'd give me excuse after excuse and I told them it was a capacity issue. Now Xcel told the news that they had some sort of limiter that was set wrong (a fancy way to say a capacity problem). Supposedly that was fixed. And right after that story was done and Xcel thought they were in the clear...more outages that take 6, 8, or 10 hours to repair. The Firestone Tire shop has to shut down and can't fix cars. The Dairy Queen has to throw out all their ice cream and order more. Another business owner has hired an attorney and this could become a class action lawsuit. Home owners have no power for critical healthcare needs, or can't work when they work from home, kids can't do homework. Jeffco Road department has to deploy generators to area street lights and their techs have to sit in their trucks the whole time. I've spoken to those techs...has Xcel or the PUC talked with Jeffco Road? Living in South Jeffco has become untenable, either I have to find $10k for a Generac (which a company has been advertising with signs at every intersection in my neighborhood) or I have to move. Xcel's net profits in 2024...$1.936 BILLION. And Columbine/South Jeffco lives in the dark ages and Xcel has lied. Nothing is fixed.
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  In the dark

  by Steveb49, 10 months ago
  Continued outages leaving us without internet and tv and spoiled food garage door must be opened by hand. Been here 27 years last 6 months the outages have been horrendous. We are retired and getting extremely upset. XCEL cannot explain these outages. Never have seen a drone or crew inspecting lines in the neighborhood during this time.

  Continued outages leaving us without internet and tv and spoiled food garage door must be opened by hand. Been here 27 years last 6 months the outages have been horrendous. We are retired and getting extremely upset. XCEL cannot explain these outages. Never have seen a drone or crew inspecting lines in the neighborhood during this time.
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  Power Outages

  by AG, 10 months ago
  I work from home full time and these power outages make it hard to work when it is out for hours and I need to pack up and find somewhere to work. Last year when the power was out for 4 days we lost freezers of food and had to sleep in the living room with the gas fireplace which is not cheap. We pay so much for our energy bills and then have the inconvenience of the power going out way too often.

  I work from home full time and these power outages make it hard to work when it is out for hours and I need to pack up and find somewhere to work. Last year when the power was out for 4 days we lost freezers of food and had to sleep in the living room with the gas fireplace which is not cheap. We pay so much for our energy bills and then have the inconvenience of the power going out way too often.
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  Power Outages all too often

  by HomeownerLittleton80128, 10 months ago
  The infrastructure in our neighborhood, and specifically our street, needs to be replaced. We have lived here 7 years and have had *unexpected/unplanned* power outages at least 20 times - roughly once a quarter. And the duration of the outages has ranged from 2-10 hours. It's hard on residents when you unexpectedly and for long periods of time have no access to power. Our kids sound machine and baby monitors not working at night time make it even more difficult than it already is... no less the volume of food in our fridge and freezer potentially thawing and going bad... Continue reading

  The infrastructure in our neighborhood, and specifically our street, needs to be replaced. We have lived here 7 years and have had *unexpected/unplanned* power outages at least 20 times - roughly once a quarter. And the duration of the outages has ranged from 2-10 hours. It's hard on residents when you unexpectedly and for long periods of time have no access to power. Our kids sound machine and baby monitors not working at night time make it even more difficult than it already is... no less the volume of food in our fridge and freezer potentially thawing and going bad. It was shocking once we moved in that this is what was happening, I've never encountered another Littleton neighborhood with this frequency of issues. Please address the problem.
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  Xcel is horrible

  by Brooklyn, 10 months ago
  I have had nothing but issues and especially this Summer. Every week there seems to be an outage and for hours. I have been stuck at home due to my car being stuck in the garage. I have not been able to do my actual job because I need the internet to work. Food has gone bad in my fridge and freezer. Have had kids trying to do homework in the dark. It’s real upsetting it keeps happening and nothing is done about it. When I went to submit feedback the domain doesn’t even work.

  I have had nothing but issues and especially this Summer. Every week there seems to be an outage and for hours. I have been stuck at home due to my car being stuck in the garage. I have not been able to do my actual job because I need the internet to work. Food has gone bad in my fridge and freezer. Have had kids trying to do homework in the dark. It’s real upsetting it keeps happening and nothing is done about it. When I went to submit feedback the domain doesn’t even work.
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  Xcel doesn’t care at all

  by Skutts62, 10 months ago

  I am from the westlake neighborhood we had many power outages here since May. And of course the one when they turned off power for the winds to supposedly be safe. Which I had to stay in a hotel lost over a thousand dollars of food and no reimbursement from them at all. And since these other power outages happen I did do another complaint and they denied me that the transformer went bad in golden and they can not since it landed under the utility commission thing sorry don’t remember what it’s called. I did tell them I think... Continue reading

  I am from the westlake neighborhood we had many power outages here since May. And of course the one when they turned off power for the winds to supposedly be safe. Which I had to stay in a hotel lost over a thousand dollars of food and no reimbursement from them at all. And since these other power outages happen I did do another complaint and they denied me that the transformer went bad in golden and they can not since it landed under the utility commission thing sorry don’t remember what it’s called. I did tell them I think it’s strange that when I get an email about it’s your energy action day for the tomorrow then boom power outage the customer service agent kinda got mad and said that has nothing to do with it I said really I think it does. Cause ever time I get that email next day outage again. And what do you know. I have never received another energy action day email again from Xcel. I know for a fact they charge even when the power is out. I knew an old neighbor and had her power shut off for due to a fire in her home they still charged her she had to fight with Xcel. And with all these outages my bill was even higher than I thought it would be I still lost food ac ran for a long time since it was so hot 4 outages 2 hour outages one was almost I think maybe 7 hours and when the power came on my ac ran non stop until 1 am to cool my house off. It’s not far I think if we have outages they should not charge us the hole day at all. Give us credit They want us to save energy but they don’t want us to use stuff at 5-9 pm really so they can get more money the peak hours needs to go. I guess in the winter I will be freezing and in the dark. Cause no matter what I leave my heat at 69 and still get charge 300 bill in the winter it rediculous they don’t care they will never reimburse anyone they make up excuses customer service rep says cable burned the last one said we don’t know and then they have a claims guy saying it was on deer creek road and plate canyon road were the transformer went bad on the cable I kinda find it hard to believe on that one. Anyway they need to be stopped reimburse people for these outages all day credit also needs to be done I want a new company we should have an option for switching
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  So Tired of the Outages

  by Chrissy , 10 months ago

  I seriously understand outages. They happen. But the excessive amount that Columbine Hills has experienced is so many I can't even count them on both hands. Some we get warning. Some we don't. We never get communication on why this is happening. Some last hours and some last days. My neighbors behind our house never seem to loose it. I have had to throw away food and even clothes that get stuck in the washer because once a load gets started, the lid can't open until power is back on. Xcel sucks. I wish we had choices with different electric... Continue reading

  I seriously understand outages. They happen. But the excessive amount that Columbine Hills has experienced is so many I can't even count them on both hands. Some we get warning. Some we don't. We never get communication on why this is happening. Some last hours and some last days. My neighbors behind our house never seem to loose it. I have had to throw away food and even clothes that get stuck in the washer because once a load gets started, the lid can't open until power is back on. Xcel sucks. I wish we had choices with different electric companies. The company doesn't care and even if they might say they do, their actions prove they don't. It would be nice to know why this is happening and what they are planning on doing to resolve the problem.