{"id":"xcel-energy","page":"https://escalate.alexgaoth.com/#/c/xcel-energy","html":"https://escalate.alexgaoth.com/c/xcel-energy/","generated":"2026-10-15","company":{"id":"xcel-energy","name":"Xcel Energy","aliases":["Xcel","Public Service Company of Colorado"],"sector":"utility","website":"https://www.xcelenergy.com","account_url":"https://www.xcelenergy.com/MyAccount","notes":"Electric and gas utility with state offices in Colorado, Michigan, Minnesota, New Mexico, North Dakota, South Dakota, Texas and Wisconsin. Its Colorado operating company is Public Service Company of Colorado. Rules differ by state; the facts below are marked Colorado or Minnesota. State commissions include the Colorado Public Utilities Commission and the Minnesota Public Utilities Commission; other states have their own commissions.","channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"},{"id":"mn-energy-assistance-page","type":"portal","label":"Minnesota energy assistance and payment options","value":"https://mn.my.xcelenergy.com/s/billing-payment/energy-assistance","purposes":["disconnection"],"notes":"The page loads with JavaScript; its content could not be read automatically.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"},{"id":"co-mailing-address","type":"mail","label":"Public Service Company of Colorado mailing address (from the Colorado tariff title page)","value":"Public Service Company of Colorado, P.O. Box 840, Denver, CO 80201-0840","purposes":["billing_error","deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"supervisor","note":"Colorado: a customer with a disconnection notice may ask for an in-person hearing with a managerial representative within 15 days of the notice."},{"rung":"written_complaint","channel":"co-mailing-address"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Colorado Public Utilities Commission, Minnesota Public Utilities Commission, or the commission in the customer's state."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"In Colorado, ask in writing for a free meter test if the meter was not tested in the last 12 months.","evidence":["the bill","meter readings","earlier bills"],"steps":[{"do":"Call customer care. Ask whether the reading was estimated and ask for a correction.","channel":"customer-care-phone"},{"do":"In Colorado, send a written request for a meter accuracy test.","channel":"co-mailing-address"},{"do":"If the meter runs fast beyond the commission's tolerance, ask for the refund for the period back to the previous test (up to 24 months)."},{"do":"If not resolved, complain to the state public utilities commission."}],"facts":[{"kind":"policy","claim":"Colorado: on written request, Xcel tests the service meter free of charge if it has not been tested within the 12 months before the request.","issues":["billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"Colorado: if a tested meter runs fast beyond the error tolerance, the refund covers the period back to the previous meter test, not more than twenty-four (24) months. If it runs slow, Xcel may back-bill not more than six (6) months.","issues":["billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Colorado: for an over-billing, the customer may choose a credit or a one-time payment; a one-time refund is made within thirty (30) days. An under-billed customer may get a payment arrangement as long as the under-billed period.","issues":["billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Colorado requires 15 days' written notice and allows a 90-day medical delay; Minnesota protects heating service from October 1 to April 30 if the customer sets up a payment plan.","evidence":["disconnection notice","account number","physician certification if it applies","household income for Minnesota plans"],"steps":[{"do":"Call customer care at once and set up a payment plan.","channel":"customer-care-phone"},{"do":"In Colorado, if disconnection would be especially dangerous to someone's health, have a Colorado-licensed physician certify it (by phone first, then in writing within 10 days)."},{"do":"In Colorado, ask for a hearing with a managerial representative within 15 days of the notice if you dispute it."},{"do":"In Minnesota, ask for a Cold Weather Rule payment plan and for referrals to energy assistance.","channel":"mn-energy-assistance-page"}],"facts":[{"kind":"deadline","claim":"Colorado: Xcel may discontinue residential service for nonpayment only after not less than fifteen (15) days' written notice to the customer and any designated third party.","issues":["disconnection"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Colorado: service is not discontinued for ninety (90) days when a Colorado-licensed physician certifies that it would be especially dangerous to the health of a household member. A phone certification must be confirmed in writing within ten (10) days, and the delay is available once in any 12 consecutive months.","issues":["disconnection"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Colorado: a customer who receives a Notice of Discontinuance may ask for an in-person hearing with a managerial representative of the company within fifteen (15) days of the notice.","issues":["disconnection","billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Minnesota: under the Cold Weather Rule, residential customers are protected from disconnection of their primary heating source from October 1 through April 30. A customer with a disconnection notice must contact the utility and set up a payment plan; income-eligible customers' payments do not exceed 10 percent of household income.","issues":["disconnection"],"source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"In Colorado, a deposit is refunded after 12 months without a disconnection notice, or when service ends and bills are paid.","evidence":["deposit amount and date","payment history"],"steps":[{"do":"After 12 months with no delinquency notices, ask customer care to refund the deposit with interest.","channel":"customer-care-phone"}],"facts":[{"kind":"policy","claim":"Colorado: deposits are refunded after a twelve (12) month period if no delinquency resulted in a written disconnection notice; after that the company reviews monthly or on request. Interest is paid on refund or yearly on request.","issues":["deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"Colorado: an applicant without a satisfactory credit record may be asked for a deposit of an estimated sixty (60) days' bill, payable in up to three monthly installments with half due first.","issues":["deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}]}],"known_blockers":["Most xcelenergy.com pages redirect to a JavaScript site (my.xcelenergy.com) that automated tools cannot read. Outage and gas emergency phone numbers were not confirmed."],"official_domains":["xcelenergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"Xcel Energy never requires payment with a prepaid debit card such as a Green Dot card.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xcel Energy will not call a customer to ask for bank account or credit card information to provide a refund. It applies overpayments to the customer's billing account.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer calls or comes to the home unannounced, says the account is past due, and demands payment with a prepaid debit card such as a Green Dot card or the power will be disconnected.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer says the customer overpaid the energy bill and asks for a bank account or credit card number to process a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID to show a fake number, which can be Xcel Energy's number, and a call-back number may play a recording that sounds like an Xcel Energy phone system message.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails that appear to come from the energy company ask the customer to click a link to pay an overdue bill or claim a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone-residential","type":"phone","label":"Verify a call or report a suspected scam (residential customer service)","value":"+1-800-895-4999","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"verify-phone-business","type":"phone","label":"Verify a call (business customer service)","value":"+1-800-481-4700","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Contact customer service about a suspected scam","value":"CustomerService@xcelenergy.com","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"xcel-energy","name":"Xcel Energy","sector":"utility","website":"https://www.xcelenergy.com","account_url":"https://www.xcelenergy.com/MyAccount"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"In Colorado, ask in writing for a free meter test if the meter was not tested in the last 12 months.","evidence":["the bill","meter readings","earlier bills"],"steps":[{"do":"Call customer care. Ask whether the reading was estimated and ask for a correction.","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}},{"do":"In Colorado, send a written request for a meter accuracy test.","channel":{"id":"co-mailing-address","type":"mail","label":"Public Service Company of Colorado mailing address (from the Colorado tariff title page)","value":"Public Service Company of Colorado, P.O. Box 840, Denver, CO 80201-0840","purposes":["billing_error","deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}},{"do":"If the meter runs fast beyond the commission's tolerance, ask for the refund for the period back to the previous test (up to 24 months)."},{"do":"If not resolved, complain to the state public utilities commission."}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"},{"id":"co-mailing-address","type":"mail","label":"Public Service Company of Colorado mailing address (from the Colorado tariff title page)","value":"Public Service Company of Colorado, P.O. Box 840, Denver, CO 80201-0840","purposes":["billing_error","deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Colorado: on written request, Xcel tests the service meter free of charge if it has not been tested within the 12 months before the request.","issues":["billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"Colorado: if a tested meter runs fast beyond the error tolerance, the refund covers the period back to the previous meter test, not more than twenty-four (24) months. If it runs slow, Xcel may back-bill not more than six (6) months.","issues":["billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Colorado: for an over-billing, the customer may choose a credit or a one-time payment; a one-time refund is made within thirty (30) days. An under-billed customer may get a payment arrangement as long as the under-billed period.","issues":["billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Colorado: a customer with a disconnection notice may ask for an in-person hearing with a managerial representative within 15 days of the notice.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"co-mailing-address","type":"mail","label":"Public Service Company of Colorado mailing address (from the Colorado tariff title page)","value":"Public Service Company of Colorado, P.O. Box 840, Denver, CO 80201-0840","purposes":["billing_error","deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Colorado Public Utilities Commission, Minnesota Public Utilities Commission, or the commission in the customer's state.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Most xcelenergy.com pages redirect to a JavaScript site (my.xcelenergy.com) that automated tools cannot read. Outage and gas emergency phone numbers were not confirmed."],"security":{"official_domains":["xcelenergy.com"],"never_asks":[{"kind":"policy","claim":"Xcel Energy never requires payment with a prepaid debit card such as a Green Dot card.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xcel Energy will not call a customer to ask for bank account or credit card information to provide a refund. It applies overpayments to the customer's billing account.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer calls or comes to the home unannounced, says the account is past due, and demands payment with a prepaid debit card such as a Green Dot card or the power will be disconnected.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer says the customer overpaid the energy bill and asks for a bank account or credit card number to process a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID to show a fake number, which can be Xcel Energy's number, and a call-back number may play a recording that sounds like an Xcel Energy phone system message.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails that appear to come from the energy company ask the customer to click a link to pay an overdue bill or claim a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone-residential","type":"phone","label":"Verify a call or report a suspected scam (residential customer service)","value":"+1-800-895-4999","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"verify-phone-business","type":"phone","label":"Verify a call (business customer service)","value":"+1-800-481-4700","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Contact customer service about a suspected scam","value":"CustomerService@xcelenergy.com","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and gas utility with state offices in Colorado, Michigan, Minnesota, New Mexico, North Dakota, South Dakota, Texas and Wisconsin. Its Colorado operating company is Public Service Company of Colorado. Rules differ by state; the facts below are marked Colorado or Minnesota. State commissions include the Colorado Public Utilities Commission and the Minnesota Public Utilities Commission; other states have their own commissions.","warnings":[]},"disconnection":{"company":{"id":"xcel-energy","name":"Xcel Energy","sector":"utility","website":"https://www.xcelenergy.com","account_url":"https://www.xcelenergy.com/MyAccount"},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Colorado requires 15 days' written notice and allows a 90-day medical delay; Minnesota protects heating service from October 1 to April 30 if the customer sets up a payment plan.","evidence":["disconnection notice","account number","physician certification if it applies","household income for Minnesota plans"],"steps":[{"do":"Call customer care at once and set up a payment plan.","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}},{"do":"In Colorado, if disconnection would be especially dangerous to someone's health, have a Colorado-licensed physician certify it (by phone first, then in writing within 10 days)."},{"do":"In Colorado, ask for a hearing with a managerial representative within 15 days of the notice if you dispute it."},{"do":"In Minnesota, ask for a Cold Weather Rule payment plan and for referrals to energy assistance.","channel":{"id":"mn-energy-assistance-page","type":"portal","label":"Minnesota energy assistance and payment options","value":"https://mn.my.xcelenergy.com/s/billing-payment/energy-assistance","purposes":["disconnection"],"notes":"The page loads with JavaScript; its content could not be read automatically.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"},{"id":"mn-energy-assistance-page","type":"portal","label":"Minnesota energy assistance and payment options","value":"https://mn.my.xcelenergy.com/s/billing-payment/energy-assistance","purposes":["disconnection"],"notes":"The page loads with JavaScript; its content could not be read automatically.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Colorado: Xcel may discontinue residential service for nonpayment only after not less than fifteen (15) days' written notice to the customer and any designated third party.","issues":["disconnection"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Colorado: service is not discontinued for ninety (90) days when a Colorado-licensed physician certifies that it would be especially dangerous to the health of a household member. A phone certification must be confirmed in writing within ten (10) days, and the delay is available once in any 12 consecutive months.","issues":["disconnection"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Colorado: a customer who receives a Notice of Discontinuance may ask for an in-person hearing with a managerial representative of the company within fifteen (15) days of the notice.","issues":["disconnection","billing_error"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Minnesota: under the Cold Weather Rule, residential customers are protected from disconnection of their primary heating source from October 1 through April 30. A customer with a disconnection notice must contact the utility and set up a payment plan; income-eligible customers' payments do not exceed 10 percent of household income.","issues":["disconnection"],"source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Colorado: a customer with a disconnection notice may ask for an in-person hearing with a managerial representative within 15 days of the notice.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"co-mailing-address","type":"mail","label":"Public Service Company of Colorado mailing address (from the Colorado tariff title page)","value":"Public Service Company of Colorado, P.O. Box 840, Denver, CO 80201-0840","purposes":["billing_error","deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Colorado Public Utilities Commission, Minnesota Public Utilities Commission, or the commission in the customer's state.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Most xcelenergy.com pages redirect to a JavaScript site (my.xcelenergy.com) that automated tools cannot read. Outage and gas emergency phone numbers were not confirmed."],"security":{"official_domains":["xcelenergy.com"],"never_asks":[{"kind":"policy","claim":"Xcel Energy never requires payment with a prepaid debit card such as a Green Dot card.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xcel Energy will not call a customer to ask for bank account or credit card information to provide a refund. It applies overpayments to the customer's billing account.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer calls or comes to the home unannounced, says the account is past due, and demands payment with a prepaid debit card such as a Green Dot card or the power will be disconnected.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer says the customer overpaid the energy bill and asks for a bank account or credit card number to process a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID to show a fake number, which can be Xcel Energy's number, and a call-back number may play a recording that sounds like an Xcel Energy phone system message.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails that appear to come from the energy company ask the customer to click a link to pay an overdue bill or claim a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone-residential","type":"phone","label":"Verify a call or report a suspected scam (residential customer service)","value":"+1-800-895-4999","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"verify-phone-business","type":"phone","label":"Verify a call (business customer service)","value":"+1-800-481-4700","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Contact customer service about a suspected scam","value":"CustomerService@xcelenergy.com","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and gas utility with state offices in Colorado, Michigan, Minnesota, New Mexico, North Dakota, South Dakota, Texas and Wisconsin. Its Colorado operating company is Public Service Company of Colorado. Rules differ by state; the facts below are marked Colorado or Minnesota. State commissions include the Colorado Public Utilities Commission and the Minnesota Public Utilities Commission; other states have their own commissions.","warnings":[]},"deposit_refund":{"company":{"id":"xcel-energy","name":"Xcel Energy","sector":"utility","website":"https://www.xcelenergy.com","account_url":"https://www.xcelenergy.com/MyAccount"},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"In Colorado, a deposit is refunded after 12 months without a disconnection notice, or when service ends and bills are paid.","evidence":["deposit amount and date","payment history"],"steps":[{"do":"After 12 months with no delinquency notices, ask customer care to refund the deposit with interest.","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"},{"id":"co-mailing-address","type":"mail","label":"Public Service Company of Colorado mailing address (from the Colorado tariff title page)","value":"Public Service Company of Colorado, P.O. Box 840, Denver, CO 80201-0840","purposes":["billing_error","deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Colorado: deposits are refunded after a twelve (12) month period if no delinquency resulted in a written disconnection notice; after that the company reviews monthly or on request. Interest is paid on refund or yearly on request.","issues":["deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"Colorado: an applicant without a satisfactory credit record may be asked for a deposit of an estimated sixty (60) days' bill, payable in up to three monthly installments with half due first.","issues":["deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Colorado: a customer with a disconnection notice may ask for an in-person hearing with a managerial representative within 15 days of the notice.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"co-mailing-address","type":"mail","label":"Public Service Company of Colorado mailing address (from the Colorado tariff title page)","value":"Public Service Company of Colorado, P.O. Box 840, Denver, CO 80201-0840","purposes":["billing_error","deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Colorado Public Utilities Commission, Minnesota Public Utilities Commission, or the commission in the customer's state.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Most xcelenergy.com pages redirect to a JavaScript site (my.xcelenergy.com) that automated tools cannot read. Outage and gas emergency phone numbers were not confirmed."],"security":{"official_domains":["xcelenergy.com"],"never_asks":[{"kind":"policy","claim":"Xcel Energy never requires payment with a prepaid debit card such as a Green Dot card.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xcel Energy will not call a customer to ask for bank account or credit card information to provide a refund. It applies overpayments to the customer's billing account.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer calls or comes to the home unannounced, says the account is past due, and demands payment with a prepaid debit card such as a Green Dot card or the power will be disconnected.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer says the customer overpaid the energy bill and asks for a bank account or credit card number to process a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID to show a fake number, which can be Xcel Energy's number, and a call-back number may play a recording that sounds like an Xcel Energy phone system message.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails that appear to come from the energy company ask the customer to click a link to pay an overdue bill or claim a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone-residential","type":"phone","label":"Verify a call or report a suspected scam (residential customer service)","value":"+1-800-895-4999","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"verify-phone-business","type":"phone","label":"Verify a call (business customer service)","value":"+1-800-481-4700","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Contact customer service about a suspected scam","value":"CustomerService@xcelenergy.com","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and gas utility with state offices in Colorado, Michigan, Minnesota, New Mexico, North Dakota, South Dakota, Texas and Wisconsin. Its Colorado operating company is Public Service Company of Colorado. Rules differ by state; the facts below are marked Colorado or Minnesota. State commissions include the Colorado Public Utilities Commission and the Minnesota Public Utilities Commission; other states have their own commissions.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (agents or automated system)","value":"+1-800-895-4999","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"Xcel's Colorado tariff and its Minnesota Cold Weather Rule release both give this number.","source":"https://newsroom.xcelenergy.com/news/cold-weather-rule-takes-effect-oct-1-6928294","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Colorado: a customer with a disconnection notice may ask for an in-person hearing with a managerial representative within 15 days of the notice.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"co-mailing-address","type":"mail","label":"Public Service Company of Colorado mailing address (from the Colorado tariff title page)","value":"Public Service Company of Colorado, P.O. Box 840, Denver, CO 80201-0840","purposes":["billing_error","deposit_refund"],"source":"https://www.xcelenergy.com/staticfiles/xe-responsive/Company/Rates%20&%20Regulations/PSCo_Electric_Entire_Tariff.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Colorado Public Utilities Commission, Minnesota Public Utilities Commission, or the commission in the customer's state.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["xcelenergy.com"],"never_asks":[{"kind":"policy","claim":"Xcel Energy never requires payment with a prepaid debit card such as a Green Dot card.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Xcel Energy will not call a customer to ask for bank account or credit card information to provide a refund. It applies overpayments to the customer's billing account.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer calls or comes to the home unannounced, says the account is past due, and demands payment with a prepaid debit card such as a Green Dot card or the power will be disconnected.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer says the customer overpaid the energy bill and asks for a bank account or credit card number to process a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID to show a fake number, which can be Xcel Energy's number, and a call-back number may play a recording that sounds like an Xcel Energy phone system message.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails that appear to come from the energy company ask the customer to click a link to pay an overdue bill or claim a refund.","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone-residential","type":"phone","label":"Verify a call or report a suspected scam (residential customer service)","value":"+1-800-895-4999","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"verify-phone-business","type":"phone","label":"Verify a call (business customer service)","value":"+1-800-481-4700","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Contact customer service about a suspected scam","value":"CustomerService@xcelenergy.com","source":"https://stories.xcelenergy.com/stories/How-to-protect-yourself-from-utility-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}