Investigation Into Xcel Energy: Submit your story

Investigation Into Xcel Energy: Submit your story

Submit Your Story

Have you ever received an incorrect bill from Xcel Energy? Have you had a poor experience with Xcel's customer service? Has it ever taken months to resolve an issue with Xcel? State regulators want to hear about your experience with Xcel’s customer service and billing departments. 

Following an alarming rise in billing errors and concerns around customer service issues, the Public Utilities Commission has opened an investigation into Xcel Energy. The PUC needs to hear from Xcel customers about their experiences, so that they can understand the types of issues customers have faced and how commonly these …

Have you ever received an incorrect bill from Xcel Energy? Have you had a poor experience with Xcel's customer service? Has it ever taken months to resolve an issue with Xcel? State regulators want to hear about your experience with Xcel’s customer service and billing departments. 

Following an alarming rise in billing errors and concerns around customer service issues, the Public Utilities Commission has opened an investigation into Xcel Energy. The PUC needs to hear from Xcel customers about their experiences, so that they can understand the types of issues customers have faced and how commonly these problems arise. 

For example, customers have reported: 

  • Xcel has been inflexible in setting up payment plans for past-due bills, against the requirements of state statute. 
  • Xcel agents have not shared information about affordability programs or Energy Assistance with customers asking for help paying bills.  
  • Customers’ MyAccount portals provide incorrect energy usage data and inaccurate rate information. 
  • Customers have had difficulty learning about and signing up for different rate options, such as the less expensive electric space heating rate. 

CUB and the Legal Services Advocacy Project have called for an independent third party to investigate what appear to be systemic problems within Xcel’s customer service organization. Your experience will help regulators understand what customers are dealing with, and will help us hold Xcel accountable to Minnesota ratepayers. Share your story in Docket 25-341 today. 

 
Learn more about the investigation into Xcel on CUB's website. 
 
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The Citizens Utility Board of Minnesota (CUB) is an independent non-profit advocate for our state’s utility consumers. We champion affordable, reliable, safe, and clean home energy for all Minnesotans.
 
If you're struggling with your energy bills, contact CUB today:
 
Phone: 651-300-4701
 
Follow us on Facebook, LinkedIn, Bluesky, and Instagram
 
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Share your experience with the Minnesota Public Utilities Commission.

Please describe your experience with Xcel’s billing or customer service, so that state regulators understand the difficulties customers have faced. 

Your comment—including your name, email address, and any other information you share—will become a part of the public record. 

Where do you live?

Compose your email

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Identify your relation to the issue. Are you a customer whose had a problem with Xcel’s billing or customer service? What happened, and how did it affect you?
 
Be specific about your concerns. A thorough story will help the PUC best understand how these issues are impacting Minnesotans. Feel free to include dates, times, and other documentation that supports your story. 
 
Be yourself. You do not need any special knowledge to write an effective comment. Public comments are useful, because they share the experiences and concerns of people affected by these problems.

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