you guys have too many issues with your billing calulations
Response: Thank you for your feedback you are very important to us and we strive to bill our customer’s accurately. We will be happy to go over this issue with you to independently confirm it with you. A Supervisor will review your account and will contact you as soon as possible. Published on January 06, 2021
For the first month I put $75 to join it lasted me not even a whole month . Ever since then I put $20 everyday just to wake up i am negative or $5 left and remind you I do not use that much electricity!! I am very upset I spend like almost $200 with this I am not saving at all.
Response: Ms Reyes- You are stating that your charges have increased drastically and now you are having to put $20 on the account everyday just to maintain positive balance. Surprise increases in your charges are not a good thing. They can destroy your budget and I know from personal experience how difficult that can be so I can totally understand your comments . I have looked at your account and I think I know what’s going on. Recently your usage spiked up from 1/1/21 to 1/3/21 It also looks like You have had some major increases in December even on days where the high temperatures were pretty mild. The lows on those days were all in the low 40s high 30s though . When I looking at the 15 minute increment usage for each day I see a pattern. Your usage peaks over night … reduces around lunchtime and jumps back up around 8:00 PM. This seems to correspond with the weather cooling down and warming up so you may have a heater issue . If you log onto your Payless Power online portal the main page has a graph that shows your daily usage along with the daily high and low temperatures in your area. This is intended to help you understand the impact of your AC/Heater in regards to your electoral consumption. Along with the daily text invoices, these are your most important tools to manage your usage and charges. Per-paid service is designed to get your attention when your usage spikes so that you can make changes in order to stay with in budget. The silver lining here is that is working so you now have a chance to control your usage AND your charges. Call us at 888 963 9363 and we can advise how to register at www.smartmetertexas.com so you can view the 15 minute data that I referenced. I would also encourage you to contact your landlord to have them check the Freon gas in your central air unit. This or another issue with your unit may be a contributor to these higher charges during cooler weather. Published on January 06, 2021
I wouldn’t recommend them to my worst enemy. First they make you sign a 12 month contract for prepaid lights pay a deposit for prepaid lights the least you can pay on your lights is 20. Then they charge you what they want t ou especially if you have more than 50 dollars in your account your average daily use will jump from 1.84 to 4.90 to 10.00 and you don’t have to be home I think they are a load of horse $@#! Simply my opinion. I would give no stars if possible
Response: Ms Sampson- There’s a lot included in your complaint so please allow me to summarize. You are stating that you were forced into a 12 month contract with Payless Power and made to pay a deposit as well. You do not like that there is a minimum payment of $20. You also are saying that it feels like we just charge you what you want even if you are not home . Let me say that if that was my impression of what was going on with my provider I would probably write a horrible review too… maybe even worse. It’s definitely not good if you feel like your charges are unfairly out of control and you are stuck as well. The good news is that we can take a look and see what is causing it to seem like this and if something was set up incorrectly we can fix it. The first thing to address is the contract . We actually have 2 options available to every customer when they enroll. A 12 contract plan with a cheaper rate and a month to month plan with a higher rate but with the freedom to switch without the early termination penalty. We do see that you have been with us for a while and we thank you for that. Our records show that you enrolled with a Payless Power New Service Consultant over the phone. We will review the enrollment call to ensure that it was handled properly. We can even play this call for you to help put you at ease if you like. If we find that you were pushed into the 12 month agreement against your wishes we will fix it for sure and make things right. As for making you pay a deposit, please let me clarify that we do require deposits. A deposit is money that is held in addition to your payments to protect against a broken contract or non payment. We do indeed require an initial payment be made to start an account but since we offer pre-paid service, a customer must put money on the account in advance… a pre-payment if you will. We don’t set this payment aside… it goes into your account for your immediate use. Now lets take a look at your charges . The first thing I would say is that one of the main benefits to pre-paid service is daily billing. This should assist a customer by giving them a better idea of how much energy they use so that they have an actual chance of making changes quickly to stay within budget. Looking over your daily billing I don’t see any $10 invoices but I do see some recently in the $4-$7 range. Keep in mind that $2.67 of this is your daily customer fee. This also includes your first 17KWH each day. Over the past few weeks there has also been an extra $1.00 per day deducted to repay the deferred payment plan that we assisted you with . When someone is a moderate consumer of electricity like your self that extra $1 will be noticeable. The good news is that it s looks like that is completed. The most important thing to understand though is that your charges rise and fall with your usage . This usage is reported by Oncor the operator of your meter and if we reported that you used 40 KWH in a day any other electric provider would have also reported that as well. We all get the meter data from Oncor. But… you can also verify independently that we are only charging you for what your meter reports. Just log in to your Payless Power account and there is a link to www.smartmetertexas.com . This is a site operated by the State government that tracks your meter usage . You will actually be able to see your meter reads the same time we do. It also lets you see your daily usage in 15 minute increments which should help you determine when and what is using the power in your home. I hope this helps. We will reach out after we listen to your enrollment call to share what we found. Published on January 06, 2021
Excellent service
Response: Thank you Cedric for the feedback it's greatly appreciated! Published on January 06, 2021
Super easy. Very informative
Response: Thank you Melanie for the feedback it's greatly appreciated! Published on January 06, 2021
This company has been gouging me every since December 9th. I keep getting transaction fees early termination fees and my electricity is constantly flickering on and off. I wouldn’t recommend this company to anyone. I paid over $160 since December 9th and today is only the 26th of December.
Response: Mr Goosby- Your review states that you feel you are being gouged, are being charged transaction and early termination fees and your lights are continuously flickering on and off . These are all major concerns and if you do not have a good understand of what is going on or what you need to do it easy to se why you would direct your frustration at your electric company. The first thing I would address is the flickering of your lights. This is clearly an electrical issue at the home. Whether it is due to a problem with the meter outward, or due to an issue inside the home would have to be determined. If you are renting I suggest that you contact your landlord immediately to report the issue. You may also contact your local utility, Centerpoint Energy to report the issue (800 332 7143). We also do see unusually high electric usage between 12/14 and 12/18. If this correlates with your flickering lights then these problem may be related. It is important to understand that retail electric providers bill you on what is reported by the meter and all provider use your meter data as provided by Centerpoint. In short, you would have received the same usage for those days regardless of the electric provider you used at the time since Centerpoint provides the usage data. You do have options to have the meter tested and this could result in a usage adjustment if you experience these problems with your new provider. We did receive a small credit adjustment when we received your final meter read that is available for refund. In regards to the fees you have mentioned, the terms of your plan include a daily customer fee of $2.67 that includes your first 17 KWH of usage included. If you exceed 17 KWH in a day (which you did each day that you were with us) then you would be charges the low per KWH for the additional usage . You were also charged a one time early termination fee which was outlined in the terms of the 12 month contact plan. We would be happy to go over this or any other questions you may have regarding your usage or your account. Just call us at 888 963 9363. Published on December 29, 2020
This is over priced paying double than I did when I had an electric bill monthly! Ridiculous
Response: Ms Ervin- Your compliant states that you feel Payless Power is over-priced and that you are paying double what you paid on a monthly post paid service. It is not good to feel that you are being gouged or overcharged by your electric provider. It can definitely feel that way if your usage is increasing during to colder weather. The good news is that we can go over this with you . One thing is for certain… Our rates are not twice as much as any other company. We are actually competitive with any other reputable provider in the Texas retail electricity market and we also do not have reconnection fees , disconnection fees, customer assistance fees , payment fees or late fees that many other providers add in their fine print. Mostly likely, if you have experienced and increase in your charges it is a result of high usage . We would be happy to go over this with and also show you how to confirm your usage with the State of Texas so that you know you are actually getting charged for what you’re using. A supervisor will contact you or you can also reach us at 888 963 9363. Published on January 04, 2021
Didn’t realize it was a prepaid acct. I do not like this..
Response: Ms Matthews, Your comments state that you did not realize the service was a prepaid service and you do not like it. It is never a good thing if the customer does not realize what they have agreed to. To ensure that everything was correctly disclosed, we are reviewing your enrollment call to see if there are training opportunities. Your plan was a month to month product with no early termination penalty. Your account is closed with a small final balance due. Please contact us at 888 963 9363 to take care of these final details. Also, please note that while pre-paid service may be something that you are not used to , it can help customers save money by managing their usage in a ways that post -paid service cannot. We send daily invoices and account access that shows your daily usage and charges. This is designed to work in a similar way to a gas gage on a car. It allows you to monitor your usage and account balance and make changes to your usage habits if it appears that you are in danger of exceeding your budget. With post-paid service this is really not an option and when you open your monthly bill you can either afford it or you can’t. With Prepaid you actually have a fighting chance to make adjustments to stay within your budget and studies show that pre-paid customers on average use 27% less energy that post-paid customers living in similar sized homes. Payless Power has many features and options that will also benefit customer’s financially. Payless Power does not charge reconnection fees, disconnection fees, late fees, payment fees when using our automated systems or with an associate, or customer assistance fees. We also offer payment extensions and deferred payment plans. When you add all of this up , Payless Power offers as many assistance options as any electric provider in Texas… all with the flexibility of no deposit and easy payment terms. Please call us at 888 963 9363 if we can answer any questions for you. Published on January 04, 2021
Good service and reasonable prices.
Response: We are truly thankful for you as a customer and we thank you for taking the time to leave a review for our company. Published on December 29, 2020
Excellent service
Response: Thank you Cedric for the feedback it's greatly appreciated! Published on December 29, 2020