Didn’t share the plan documents before starting the service/Agreement. Verbal communication of Plan details is not enough especially when the customer is in phone.
Response: Hello. We do understand that you may have questions about the terms of your plan which is why we deliver your plan documents within 24 hours of your connection order. We also offer a 30 day guarantee which allows you to switch within that time with no early termination fee if you are not satisfied. Call us at 888 963 9363 for more info . Published on January 20, 2024
Very expensive service
Response: Hello- The rates charges under your plan are actually some of the cheapest in Texas and in alignment with all of the major providers in the state, Colder weather does bring increased usage with it though . With daily billing you can monitor how much electricity your home actually uses . You can actually use our customer portal to see the correlation between the weather and your usage . This is a great tool to help you raise awareness and stay within your budget. Published on January 20, 2024
This is THE ABSOLUTE WORST COMPANY EVER!! THEY ARE CHARGING ME 40 DOLLARS A DAY WHEN IT WAS AROUND 12 LAST WEEK!!!! THEY KEEP GOING UP AND IM NOT USING ANYTHING MORE THAN I WAS!! DO NOT I REPEAT DO NOT GO WITH THEM!! YOU WILL BE MISERABLE AND UNHAPPY
Response: Ms Damian- As you’ve correctly pointed out, you’ve seen some alarming increases in your daily charges from last week to this week. It’s not your rate so what is the main difference? This week , Texas (and the whole USA) was in the grip of an arctic blast. A week ago, you were experiencing a typical January week in Texas… Highs in the 60s and night time lows in the mid 30s. This week it was highs in the 20s and 30s and lows in the teens. When this happens your heater does not use the same amount of power as it does when its 60 degrees outside even if you don’t touch the thermostat . The heat will run non stop. The good news is that you should have seen highs in the 60s return today. We bill 2 days behind so you should see some relief on your daily billing around Saturday. You can see also of this in your Payless Power My Account Portal. Wile there you can also register at SmartMeterTexas.com so you can audit to ensure that we are billing you for what your meter is reporting. Published on January 20, 2024
Horrible service, expensive and they make it impossible to just make a payment. Would never recommend this company to anyone.
Response: Ms McBreen- We’ve reviewed your account and definitely can understand why you are frustrated. We see that you’ve had persistent issues with the zip code matching on your card as well as log in credential issues. Password issues can be one of the most infuriating things about doing business online. I see that you received assistance today but if you continue to have these experiences you can always make a payment on moneygram.com with a credit card using received code 14715. I hope that helps. Published on January 20, 2024
My daily cost is over $23 a day during the cold weather. It was 7$ a day and when it got cold they jacked my daily cost up
Response: Ms Willmon- It is understandable why you would be concerned about the increase in your daily charges . They have risen drastically over the past week due to the cold front affecting not only North Texas but most of the country. Please keep in mind that you have a fixed rate plan meaning that we cannot raise your energy rate. Your charges have increased because the last 3 days has seen a dramatic rise in your usage . That happens when temperature drop into the low teens. We bill you using what your meter reports. You can confirm this by registering free of charge at www.smartmetertexas.com . Enrollment information is on your Payless Power MyAccount Portal. Published on January 19, 2024
Literally robbing people of their money constantly lying changing rates the most expensive and wasteful electricity ever! Will be finding another company asap
Response: Ms. Sirls- Your review states that you feel that Payless Power robs its customers and lies to them. You also state that Payless Power is constantly raising its rates. Its not good thing if any customer feels that way, especially one who has been with us as long as you have. A supervisor will reach out to you for more information on your experience. A review of your account shows that we did not get a call or email from you in 2023 or so far in 2024. It also shows that you have been on a contracted plan since you started which locks in your rates a year at a time and your rates decreased when you renewed this past summer. We do see that you saw an increase in your usage in charges last week when a cold front came into your area and that your usage is typically very low expect during cold weather. Winter can always be a challenge if a home is not well insulated etc. A supervisor will reach out to you to discuss your concerns. Published on January 03, 2024
I’m going to make sure that I report this company. Payless power just sent out a message on their website that states that customers will “see larger-than-usual charges as we reconcile previously unbilled amounts”. I checked my account, and it is now in the negatives! I had enough money to cover at least another day.
Response: Ms Kierra- Your comments show that you are alarmed at the message Payless Power sent to its customers advising them to expect higher charges than normal on 12/14. Customers are seeing these higher charges that day because no billing at all was sent on 12/10 and 12/11 and no energy charges were billed on 12/13. Your invoice on 12/14 is your normal charges for 12/12 (we bill 2 days behind ) and the 3 other unbilled days. The message also advised that we have not disconnected any customers over the last week while these issues were worked out but that we will be disconnecting on 12/18 beginning at noon. Please bring your account positive by that time. We are open today (Sat 12/16) with minimal callers holding. If you need assistance please call today as Monday will result in linger hold times than normal. 888 963 9363. Published on December 16, 2023
I pay $40 every 3 days which is insane! They over charge you just because they can I feel the reviews are fake or people who work 16 hours a day and is never ever at home. This sis insane I’m switching very soon.
Response: Mr. Henton- To recap, your comments state that you feel like you have been overcharged. It can definitely feel overwhelming when you are struggling to keep up with your charges. Please note that Payless Power does not inflate or estimate your usage, though. You can confirm your reads at the same time we receive them from Oncor. You can do this by registering your meter at www.smartmetertexas.com . The information needed to enroll on this site is posted on your Payless Power my account portal. Published on December 16, 2023
Since 11/17/23-I have found that the company has been guessing the usage and showing me using more than I did during summer. Using all the funds available in 2 days, no matter the amount. I called to find out what was happening and they made usage higher as retaliation.
I paid my bill & they still turned my lights off
Response: Mr Johnson- To recap, you have stated that your service was disconnected even though you paid your bill. I can understand how frustrating this can be and don’t blame you for being concerned. The most common reason that causes this is timing. For example, if we sent the disconnection order at 1:02 PM and you made your payment at 1:21 PM the lights may have still been on at that point however the disconnection is still in the process of being worked by Oncor. Your payment was just a little too late to cancel the disconnection. The good news is that they payment did automatically generate a reconnection order so you would like see your power restore very quickly. To avoid these types of issues, please ensure that you post a payment before 12:00 PM Noon to prevent a disconnection order from generating . Published on December 15, 2023
