customer service is slow
Response: Hello- To recap your issue, it appears that it took a long time to resolve an issue when you attempted to get assistance. Since you have only reached out to us on one day, I think I can pinpoint the issue. Mondays can generally have higher calls volumes and longer wait times. This is due to the fact that Retail Electric Provider in Texas do not disconnect over the weekend so many more customers are facing disconnection on Monday than on other days . You were not facing disconnection but need another type of assistance . You left a call back request and our phone system dud dial you back but with no answer and that basically started the process over for you. We do apologize for the inconvenience but are glad that we were able to eventually provided the needed support. Please note that we are working on the launch of 24/7 automated assistance options which should improve this issue. Published on October 11, 2023
The payment option is easy to use. So far the first month I have noticed that I’m not saving any money using this service nor is it more of a charge than my previous service.
Response: We are so thankful for your review and would love the opportunity to speak to you about your charges, so that we can help you in any way we can. We invite you to reach back out to us via email or phone, so we can offer further assistance Published on August 29, 2023
I have enjoyed this service for my mom I was a little worried with how much my boyfriend plays his PS when he gets off work but it’s been doing great &’ I love it. Definitely keeping it for the long hall!
Response: Thank you for rating us! We are proud to meet your expectations. Published on July 13, 2023
At one time I was really pleased with the service but for some reason right now I feel like I’m being taken advantage of.My sho called daily usage is almost $20 a day. I live alone. No way. I went from $2-$3 to almost $20. You CAN do that because you know it’s hot and I need my electricity. OMG I’m looking forward to my contact being over and done. You can’t speak no one really. Someone answering there phone from home who is clueless and no help babies crying in the back ground. Smh. I don’t need nobody to come with a rebuttal telling me about my usage and all that cause I’m sure you’ve got all the answers. This is my experience and my opinion. I feel like it’s a RIP off from Payless & ERCOT. Sho consumers ate paying the ultimate price. It is what is until I can make the change.
Response: Mr Eldris- Your comments states that you feel you are being ripped off and that you are being charged for energy you don’t use because your power company has you over a barrel. Its understandable that you feel that way. The frustration of high electricity bills during the Texas summer is a real thing that customers all around the state are feeling regardless of who their power company is so that is understandable. The truth however is that over the last month there have only been 2 places on Earth hotter than Texas… The Sahara Desert and the Persian Gulf It has been very rough. Payless Power (like all Retail Electric Power Providers) is highly regulated by the State and can only bill you for the amount of power you use and that’s what we do . If we deviated from this, we would face enormous fines and it also would just be the wrong thing to do. We take the usage reported by your meter throughout the day and calculate your bill using this data… nothing else. We do not raise your rates when its hot and lower your rates when the weather’s nice. You are on a contract plan with a fixed rate . The only thin that fluctuates is the amount of power your home consumes daily. You can audit this your self in 2 ways. Once is through your Payless Power Customer Portal. There is a graph that shows your usage in daily weekly or monthly increments. The daily view shows you have much power you use each hour and also the high and low temperatures in your city that day. If you don’t trust Payless Power you can also audit your usage via www.smartmetertexas.com . This has similar info as our website but it is operated through the State and allows you to see your daily meter reads at the same time we get them. The good news for you is that your contract is near its end, and you are eligible to renew your plan with much cheaper rates than when you signed up last year. A supervisor will call you to discuss. 888 963 9363 Published on July 10, 2023
My review rating is a 3 star rating due to the fact that when I called customer service support to improve or change my status of my electric bill the representative messed up my new status that has me paying more like I’m month to month. I want to get this resolved.
Response: Mr Wilson- I supervisor will call you shortly to cover the best plan options in your area. 888 963 9363. Published on June 13, 2023
It’s great I love it
Response: Thank you for being a great customer! Published on May 23, 2023
The account portion of my service is awesome. The constant power outages and flickering is very NOT awesome!
Response: Mr. Martin- To recap you are stating that you experience frequent power outages and flickering. This is very serious and should be addressed immediately. As your Retail Electric Provider , Payless Power would not be involved in any repair issues. You should either contact an electrician if you own your residence or your landlord / property manager if you lease. You can also contact Oncor (888.313.6862) if you feel that objects are touching your power lines or if a lightning strike hit a power pole etc. Oncor is responsible for any issue up to the meter. If there is an electrical issue inside the home an electrician would need to inspect the home. Due to safety concerns, please refrain from attempting to repair electrical issues in your home unless you are a licensed electrician. Published on March 27, 2023
Why would you charge me any fee for keeping money in my account.
Response: Hello- You have asked why Payless Power charges a $4.95 minimum payment fee. This is a valid question and the answer is that we have found that we are better able to reduce costs and offer more competitive rates by encouraging customers to make fewer/larger payments instead of smaller/ more frequent payments. This reduces contact traffic to our Customer Care department and increases customer satisfaction as customers who are able to go longer in between payments are generally more satisfied. In addition to making a payment of at least $75, you can also avoid this fee and still make smaller payments by enrolling in autopay. Please log on to your My Account Portal if you would like to enroll in this option. Published on February 21, 2023
New to service I hoping for good results verses last company
Response: Hi Mechia, We look forward to having you as a new customer and hope you're satisfied with the service! Published on January 30, 2023
I never received a email or text saying my balance was low and risking lights off so I woke up today to no electricity. I guess I’ll see how long it takes for me to have it back.
Response: Ms Ivey- Your comments state that you did not receive a text advising you to below on funds and you were disconnected . This is clearly a big deal and we will need and we understand why you would be concerned. Our records however show that the account was created the day you sent the message. Please note that we do not send our disconnections until 12:00 Noon daily and did not issue such a request on your account . It is possible that you lost power with your previous power or that there was an outage in your area. A supervisor will call you today to get some more information . 888 963 9363. Published on December 12, 2022
