Investigation into Xcel Energy

Have you received an incorrect bill from Xcel Energy? Have you had a poor experience with Xcel's customer service? Has it 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 affordable payment plans for past-due bills, contrary to requirements in 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 are requesting an independent third party 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 address what's causing these problems at Xcel Energy. Share your story in Docket 25-341 today.

Submitting a comment will not help directly address any ongoing issues or concerns you currently have with Xcel. If you have a problem with your Xcel bill or service, we encourage you to contact Xcel directly to attempt to resolve it. If you can't reach a resolution with Xcel, you can contact the PUC's Consumer Affairs Office for assistance, or reach out to CUB for guidance. Submitting a comment helps the PUC understand what customers are facing, but to resolve issues you are currently experiencing, reaching out to the utility so they can address your situation is always the best first step.

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What you need to know about the investigation into Xcel Energy

There’s been a marked increase in complaints related to billing and credit issues from Xcel’s residential customers. Xcel reported 490 such complaints in 2023, up from only 133 reported in 2022—an almost 270% increase. In 2024, that number exploded to 1,083. Xcel reports it has since made steady progress to bring complaint numbers down, though the Public Utilities Commission’s Consumer Affairs Office (CAO) disputes that, stating it has "not observed a significant improvement in Xcel's performance regarding billing errors." Most recently, Xcel reported receiving 794 billing and credit complaints in 2025.

As a result of the alarming trend in complaints by residential customers, the PUC ordered an investigation to identify the cause of the increase. In response to comments submitted by various parties including CUB, the PUC has expanded the scope of this investigation to include all of Xcel’s customer classes—residential, commercial, and industrial—and to consider whether an independent, third-party investigation is warranted.

Over the past few months, various customers have shared their stories to help regulators understand the scope of Xcel’s issues. As part of the investigation, Xcel is required to file monthly reports describing its progress towards addressing various issues. At the end of September, numerous parties, including CUB, the Office of the Attorney General, the Department of Commerce, a group representing certain Xcel commercial customers, and others filed their own analysis of Xcel’s billing and customer service issues. Xcel will file its response to those comments on October 30, 2026.

On October 16, 2026, the PUC took the unusual step of opening a second, expedited comment period specifically seeking input on whether it should order an independent, third-party audit of Xcel. The PUC intends to address this question at a hearing in late November.

What are Xcel customers experiencing?

In September 2025, CUB and Legal Services Advocacy Project submitted comments at the PUC detailing the complaints and questions from Xcel's residential customers that CUB's outreach team has fielded.

CUB and LSAP's Comments

Past-due customers & payment plans

Customers have reported to CUB that Xcel agents are sometimes unwilling to offer payment agreement terms that are affordable for the household and/or that properly consider extenuating circumstances.

Incorrect information in online portal

Customers report their MyAccount portals show incorrect rate information or are missing usage data.

Poor information about rate and program options

Customers have reported customer service agents provide inaccurate information about rate options and do not inform eligible customers about affordability programs.

Public comments

Since the PUC opened its investigation, residents, business, cities, and other customers have shared their own experience with Xcel billing and customer service by submitting public comments.

Sheena G

"I have had so many issues with my bills over the last 2 years, and I have spoken to many friends and neighbors who have experienced this too! Xcel has sent me bills claiming I owed thousands of dollars out of nowhere. When I call, I get rude and dismissve customer service people who have no idea what's going on, nor can explain what happened. They just keep telling me repeatedly I need to pay what they say I owe or I'll be disconnected."

Building Owners and Managers Association of Greater Minneapolis

“….at least 23 BOMA members, many of whom own multiple buildings, have experienced issues with Xcel Energy’s customer service, largely comprised of delayed and inaccurate bills, misapplied payments, and ineffective communications and resolutions. Many of these issues stem from Xcel’s billing system and its customer service team. BOMA members have contacted Xcel Energy an extraordinary number of times seeking resolution of these issues.”

Mary B

"I have been dealing with Xcel regarding a billing complaint since 4/14/25 and it still isn’t resolved...I continue to receive Xcel bills with 0 kilowatt hours on the bill and just a basic $9.33 invoice for the month. This is absolutely crazy. The longer this goes on the more difficult it becomes to clean up this mess."

Micah S

"It took dozens of phone calls over the course of 3+ years to finally get switched to the electric space heating rate for our home. This is even after our electric bill skyrocketed to $1400/m in the cold winter months after switching to electric whole-home heating.... My experiences with them have left me feeling hopeless and without much recourse to turn to."

City of Edina

"Edina residents have been incorrectly told they are ineligible for the electric space heating rate.... It is clear there are customer service agents who still have not been properly trained on the eligibility and enrollment process for this rate program, even though they are currently the initial primary contact for program enrollment."

New Horizon Academy

"As an organization operating childcare centers throughout Minnesota, New Horizon Academy carefully evaluates investments intended to improve sustainability and reduce long-term operating expenses. The anticipated utility savings and incentive payments associated with this solar installation were significant considerations in our decision-making process. The continued delays in billing corrections and payments have created unnecessary financial strain and administrative burden."

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Investigation into Xcel Energy

What you need to know about the investigation into Xcel Energy

Billing and credit complaints from Xcel customers have risen substantially.

Regulators have opened an investigation to determine what action they should take to address the increase in complaints.

As of October 22, more than 60 comments have been filed in Docket #25-341.

The PUC has opened an expedited comment period to discuss whether it should order a third-party audit of Xcel Energy.