If the website access is down or not working; the customer service phone line has no attendees on a Saturday, how are customers to pay a bill? Not a happy camper this morning!! Rev Jones
Response: Reverend Jones- We apologize for any inconvenience. Please note that our hours of operation are from 9:00 AM to 5:00 PM Monday- Friday. Customer Care has traditionally been open on Saturday during those same hours however , starting on 9/7/24 we will close our phone support center on Saturdays and Sunday. Email support from 9:00 AM to 5:00 PM on Saturday and from 11:00 Am to 8:00 PM on Sunday will still be available. Published on August 26, 2024
Definitely not happy.** Just received an email stating that I have only 2 days left on my account, when I was told by the representative that I had in Total 30-35 days on my account with a new account/address. Which would roll over into the next month. So how is it that I’m losing a week or a little more, we’ve only had 2-2½ weeks of electrical use.
Response: Ms Alvarado, To summarize, you are unhappy because you were initially advised that your first payment would last you 30-35 days but you quickly received a message stating that you had 2 days left. Your concern is definitely understandable, and we will review the calls of the folks you spoke with to ensure that customers are not being assured of any particular timeframe. Please note that pre-paid service is similar to filling your car up with gas. The distance you drive, the speed and other factors determine how quickly you empty the tank. It’s the same with pre-paid power. Please visit your Payless Power my account portal for a daily summary of your charges or give us a call at 888 963 9363 and we can review it with you in detail. 888 963 9363 Published on August 26, 2024
If i could leave negative stars it would be way more accurate. Forget the fact that they charge you for the unused electricity that they purchased on top of what you use, they are also crooks and will blatently steal ypur money. While i was out of town working my service was disconected but since i wasnt there i let it go for a little while. After a couple of weeks I saw the ballance was a little over -$50 and even though i would still be out of town for several days decided to put money on the account so that it would be on when i got home. I payed $80 and the payment was taken and i received a text and email saying i now had a $24.51 positive ballance on the account. Over the next 5 days money was taken from the account daily as it always was. How ever when i get home i dicover that service was never reconected at all because without my concent or knowledge they clised the account the day before i made the payment. Even though they accepted the payment and told me i had a positive ballance and i still got daily text messages and emails where they deducted money everyday as if the servuce had been reconected, all this was done on an account they now claim was already closed. For the kicker after charging a daily fee for 5 days 9n a supisedly closed account, they then charged an early termination fee which not only took the rest of the positive ballance it caused a more than -$80. This is by any standard theft and fraud. I wouldnt recomend anyone ever use Payless Power because they will do everything they can to screw ypu over and rob you blind.
Response: Mr. Hansen- To summarize your issue, you are stating that you were erroneously charged, and your account was cancelled without your consent. I do see that you previously spoke to a supervisor about this issue but will do my best to explain what happened as I know you must be very upset. Your service was disconnected for non-payment and the account sat disconnected for 14 days at which time , our system submitted an automatic move-out order. That is our standard operating procedure. Due to July 4th holiday and the following weekend, Oncor did not complete the move out until the following week. You did make a payment 3 days after the move out order was submitted and while you were not charged for energy and Oncor delivery fees while your power was disconnected /pending termination, you were billed the daily customer charge , taxes, and the $1.00 daily installment from the previous time you were reconnected. At no time were you charged for power you did not consume. Once your account was finalized the remaining amount of the unpaid fee was waived. You were accessed an early termination fee per the terms of your agreement. While it is surely frustrating to have a payment consumed for charges after the move-out order was issued, please note that we cannot leave accounts open perpetually. While your intention was to reconnect service , nearly all accounts disconnected for that amount of time are due to the resident abandoning their address and the account. In cases such as yours, we can create a new account to re-start service at the address however it would require a payment to start the new account. However, we would be able to waive the early termination fee on the original account. Published on August 26, 2024
Y’all always cut off my light and is to hot
Response: Ms Garcia- Thank you for your comments. Your remarks show that you are concerned about being disconnected when its hot. That is very understandable. First let me say that your account is in good standing and you are currently in no danger of disconnection. Please note though that the Public Utilities Commission and Oncor determines when a heat advisory is in effect for your area. There has been one in DFW for the last couple of weeks but that is ending as of tomorrow. You have done the right thing by bring your account positive prior to the end of the advisory. Published on August 26, 2024
Thank you I’m so happy no more prepaid
Response: Thank you for the feedback it's greatly appreciated! Published on August 08, 2024
Easy process, so far so good
Response: Glad we can make your service experience easy as possible! Published on August 08, 2024
Very intuitive process.
Response: Thank you Ian for the feedback it's greatly appreciated! Published on August 08, 2024
Fast and easy way to get your lights on
Response: Glad we can help! We look forward to having you as a new customer! Published on August 08, 2024
Thank you I’m so happy no more prepaid
Response: Thank you for the 5 star review! Published on August 08, 2024
I want to cancel my service. My service was switched on the 11th of this month. I don’t know my account account number.
Response: Hello, Please contact our customer service at 888-963-9363 or email us at [email protected] Published on July 19, 2024
