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.
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.
Regulators have opened an investigation to determine what action they should take to address the increase in complaints.
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.
As of October 22, more than 60 comments have been filed in Docket #25-341.
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.
The PUC has opened an expedited comment period to discuss whether it should order a third-party audit of Xcel Energy.
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.
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.
