Xcel Energy Customer Service Issues

Hello. Yesterday, we received a notice from the code enforcement officer regarding low-hanging tree branches near the children crossing sign by the garage on the corner of Worcester St and 13th Ave. The garage is located on 13th Ave, where the problematic branches can be clearly seen. It is imperative that we address this issue promptly. However, there is a concern about a power line running under these sizable limbs. We are unsure whether this is a task for us to handle using an aerial truck and tree trimmer, or if it is something the landlord should arrange. Currently, I am undergoing medical treatment with upcoming surgeries scheduled, including a potential transplant. Given the circumstances, we prefer communication via email due to our appointment schedule. Your assistance in this matter is greatly appreciated. Thank you.

There is an issue with my billing that needs to be addressed. As of October 19, [redacted], my mobile app displays two addresses. I had requested services to be discontinued at [redacted] W Jewell AVE APT 25-[redacted], Lakewood, CO [redacted] with a discontinuation date of 8/31/19 when I moved out. Despite this, I am still receiving bills from that address on September 30, [redacted], and onwards. On the other hand, I have not received any bills for my new address at [redacted] S Webster St APT 3A. It is unacceptable that my old address is still appearing on my bills and mobile app even after multiple requests for removal. I do not reside at [redacted] W Jewell AVE APT 25-[redacted] since August 1, [redacted]. Please address this issue promptly as it is unprofessional and may lead to legal action if not resolved. Your assistance in rectifying this situation is greatly appreciated.

I am concerned about a recent incident involving one of your employees. After addressing some issues with them, I was threatened with violence by their husband. I believe it is illegal for personal information to be shared with non-employees. I patiently waited for nearly a month for a response from Excel regarding a matter I was told would be taken care of. I have kept all my email records for the past 6 months and can show that there was no attempt to contact me. This situation is alarming, and I will consider involving the authorities if I do not hear from you soon. I feel the need to take legal action against Angela Tonozzi and her husband.

One of the phone numbers I found for XCEL as a contact was [redacted]. I called it yesterday, thinking it was a valid contact number. Everything seemed fine until I spoke with the representative about my balance and tried to make a payment over the phone. However, after the conversation, the payment did not reflect in my bank account, leading me to suspect something was wrong. I am quite certain I have fallen victim to a scam and fraud since the representative asked for my bank routing number. I later discovered that the phone number I called is likely associated with a scam. I am concerned about what steps to take next to address this issue. Initially, I had trouble logging into my XCEL account using various browsers like Chrome, Firefox, and Safari. The login field seemed to extend beyond and redirect back when entering my password, indicating a potential issue with the website. I plan to contact my bank to report the incident and prevent any further unauthorized transactions. Until this matter is resolved, I will not authorize any payments to my XCEL account. Any debits must be approved directly by me, and I will be reaching out to XCEL by phone shortly.

I've been waiting for the power to be restored since yesterday morning. They assured me it would take no longer than 12 hours, but it's nearly 5 p.m. now and I'm still without power. Additionally, they claim I owe a significant sum of money which doesn't seem accurate. I never received any warning that my bill was overdue or that my power would be cut off, so this situation caught me off guard. To make matters worse, my fiancé works from home and hasn't been able to work for the past two days due to the power outage.

Subject: Electrical Power Lines Concern Hello, I am reaching out regarding the electrical power lines leading into my residence. The power pole situated in my backyard supplies power to my home and two neighboring properties across the alley. Additionally, the high voltage line applies force in the opposite direction, leading to strain on the mast protruding from my roof. Directly across the alley stands a large old elm tree affected by elm cankers, causing its limbs to unpredictably fall and impact the power lines serving the neighboring houses. This places immense pressure on the mast attached to my home, especially evident during the incident on Sunday, June 20th, [redacted], when a 12” limb disrupted the power lines. Following this event, an Excel truck promptly arrived to address the situation. Nevertheless, I noticed movement in the soffit of my residence near the mast due to the pole's bending. The property with the problematic elm tree is located at [redacted] - 7th Street, New Brighton, MN [redacted]. I kindly request that Excel Energy considers installing a guy wire on my side of the pole to alleviate the strain generated by future limb falls from the elm tree. Your attention to this matter is greatly appreciated. Thank you.

Due to the challenges I faced during the Covid shutdown, my unemployment payments got delayed, leading to arrears in my bill payments. I rely on electricity for my health condition, as I have epilepsy and need to stay safe from seizures. I am trying my best to go back to work, but the fear of my electricity being shut off is overwhelming. I only have $[redacted] for now, but I am open to making payment arrangements. Unfortunately, I did not receive any information by mail regarding this matter, unlike some of my friends who have been offered options. I am unsure of what steps to take next to avoid disconnection. Is it possible to set up a payment plan to prevent disconnection? I would greatly appreciate any assistance you can provide as I have no family to turn to for help.

Yesterday, I contacted customer service to address a situation with contracted workers wanting to enter my home unexpectedly to check gas meters and plumbing. The workers mentioned they were sent by Xcel, but I had not been informed beforehand. After spending more than two hours on the phone, no notes about the situation were found in my account. I was promised a follow-up call by the end of the day but never received one. This lack of communication led to workers showing up unannounced, trying to enter my home. Two of the representatives I spoke with seemed unhelpful, but the third assured me she submitted an urgent ticket for a same-day call back. However, this call back never came, leaving me unaware of the maintenance work being conducted in my area or the affiliation of these workers with the company.

I am receiving a new smart meter that has shown to be unreliable, same as the option of a non-communicating meter. Both meters frequently fail and overcharge. How can I keep my reliable analog meter to avoid making Xcel power less reliable? I've spent hours trying to find the rates for this confusing smart plan. Xcel mentions that summer tiered rate plans are disappearing, but the information available is complex and difficult to understand. It seems like Xcel and the PUC want to keep their actions hidden. If the information is too intricate to be easily communicated, it should not have been approved unless the main intention was to confuse.

We had Excel install a temporary service pole due to construction. We received a bill for this service under a new account number. We want to know if paying this bill will go back to our original account number or if this new number is for future payments. The bill lacks clarification, and we want to avoid missing payments or incurring late fees. Thank you.

My home security has been compromised. Intruders have interfered with my heater, thermostat, power supply, stove, and refrigerator, even causing disturbances like hammering on my vents at 4:00 am. I'm now dealing with an unpleasant smell in the house, likely related to their activities. My energy bill has skyrocketed, and while customer service promised $[redacted] in assistance, it hasn't materialized since last spring. They also seem to be intercepting my mail, making it challenging to distinguish genuine correspondence from fraudulent attempts.

I have been attempting to contact customer service regarding our bill every month. I would like to discuss the discrepancy between the gas and electric charges as we believe there may be an error. In July [redacted], we invested $45,[redacted] in installing mini splits for heating and cooling to improve efficiency. The only gas appliance in use is the water heater, which is rarely used. Despite the energy-efficient upgrades and a rebate from Xcel, our bill remains high at $[redacted]-$[redacted] monthly. The usage chart illustrates minimal energy consumption from the mini splits, yet the bill indicates high gas usage. With all baseboards removed, our house solely relies on gas for heating the water tank. We request a thorough review of our bill as we suspect a significant credit is due on our account to alleviate expenses in the following months.

I have been part of a support group for an Afghan family in Minneapolis since May [redacted]. I initially signed up to pay their Xcel bill online, but never received the bill. After contacting Xcel, I was advised to set it up over the phone. I provided the necessary information but still did not receive any bills, nor did the family. When another group started assisting the family and paying their rent, I assumed they took over bill payments. However, it seems that nobody has been covering the bills. I would like to use the remaining funds we raised to pay the outstanding amount, prevent any late fees, and ensure the family starts receiving their bills promptly. Your assistance with this would be greatly appreciated.

I recently received a bill in the mail stating an incorrect amount. I have been consistently billed $[redacted] for gas and electric for my townhome shared by two people. Our electricity usage is minimal, yet my bill has suddenly increased by $[redacted]. Upon reviewing the charges for taxes, distribution, and gas costs, the total comes to less than $50. I am puzzled as to where this additional $[redacted] charge is originating from.

The tree trimmers on our property today left behind significant debris, including large branches, pine needles, and disturbed trees. They did not clean up after themselves. As elderly homeowners, we cannot manage the cleanup ourselves due to our physical limitations. We are aware of the safety guidelines regarding tree trimming near power lines but need assistance with the aftermath. Can you please provide information on the cleanup rules and what can be done in this situation?

My gas service was disconnected on Friday. My husband made a payment around 4:30 p.m. yesterday, and we were told a technician would come before 4:00 p.m. today to restore the gas. However, around 7:30 p.m. yesterday, after calling Excel, we were informed that no one would be coming that day, and there was uncertainty about today. We are in a tough situation as I am battling cancer, including brain cancer, and our Xcel bill fell behind. We have arranged a payment plan and will try to seek assistance to cover some expenses. Despite our struggles, we are grateful for your service. Please, could you expedite sending a technician to restore our gas as soon as possible? I require a shower, and my nurse is scheduled to visit at 1 p.m. I am at home waiting, prepared for the technician's arrival. Thank you.