I’m a little dissatisfied with the service. I paid money into my acct and the very next day I was told that my acct was almost depleted but had absolutely no power except for 45 minutes in 2 days. I just don’t understand why I’m paying money for no power. And will absolutely be calling to discuss this issue in the following week after this crisis has subsided. I have to say I’m a little disappointed with our present situation.
Response: Hello- What you are experiencing is a side effect of the statewide outages related to the winter storm. Transmission and Distribution Utilities (AEP Texas, Oncor, Centrepoint, Texas New Mexico Power) own the power distribution infrastructure and the meters. Typically, a smart meter will transmit usage data in 15-minute increments, and they are very reliable. If the meter stops transmitting data. The Utility systems assume that the meter is still working but and that there is simply a problem with the data transmission. Because if this the Utility systems will automatically generate an estimate. At the end of a customer’s 30-day billing cycle they read the meter for the whole month which catches any discrepancies so the customer’s bill can be properly adjusted. This is a pretty straightforward and accurate process and the meter’s are accurate enough that there is rarely a noticeable issue. Unfortunately, this same process works during widespread outages due to extreme weather, grid damage, fires etc. The meter stops reporting data because there is no power, but the Utility metering systems still generate estimates, and these estimates are then sent to Retail Electric Providers. Payless Power also has automatic processes that bill customers daily based on the metering data that the Utilities send to ERCOT and then to us. Because of this, many customers are seeing charges on days when they had no power. The last time this happened on such a scale was during Hurricane Harvey. We do have good news for you though. Your money is not gone. We also have an automated process to adjust your account balance if you were over billed during this week’s winter outages. If you were charged for usage while your power was out this will be reflected at the end of your 30-day billing cycle when we get the monthly read from your local utility. If you would like to know approximately when that will occur, please contact us through your My Account Portal or at 888 963 9363. If you call, please be prepared for longer hold times. All Payless Power agents have worked from home during the pandemic and like you have been without power for extended periods, so we are working with a limited staff during this crisis. Published on February 17, 2021
Easy and fast love paying online!!!
Response: Glad we can make your service experience easy and convenient as possible! Published on February 12, 2021
It’s good enough for the time being. My lights will flicker from dim to bright occasionally. But it is a prepaid electric company.
Response: Stacey, Thank you for the feedback it's greatly appreciated. I would consider contacting a electrician for the lights that are flickering may be something with wiring that's causing this. Published on February 12, 2021
Simple but I hate the survey
Response: Thank you for the feedback it's greatly appreciated! Published on February 12, 2021
Good service and easy to pay
Response: Thank you Rosie for the feedback it's greatly appreciated! Published on February 12, 2021
Easy and fast love paying online!!!
Response: Thank you for the 5 star review! Published on February 12, 2021
Awesome service ! Love this company ! Always keeping me in the know !
Response: Thank you for your 5 star review! We are proud to know that Payless Power meets your expectations and that you are satisfied with our service. Published on February 12, 2021
I have been with this company for two years since relocating to Texas. I love having a prepaid company for electricity. To me I find rates to be cheaper. And it helps when you don’t have much at one time to place your bill (especially due to COVID).
Response: Thank you for your 5 star review! We appreciate your loyalty. We are proud to know that we meet your expectations and we are always looking to improvise our service. Published on February 12, 2021
Fast and simple
Response: Thank you for the 5 star review! Published on February 12, 2021
Very good electric company. Always very helpful with any issues I’ve had.
Response: Thank you Wesley. We are always happy to help ???? Published on February 12, 2021