Expensive. I just received a final disconnection email, so I went into my account to waive it until 8pm. Now I can’t get into my account to pay the bill it says server down, then I’m trying to do it over the phone not working. Nobody is helping me it’s suppose to be 24/7 help. Now My lights will get cut off.
Response: Mr. King- You comments state that you tried to go into your account to add a same day account protection but received an error message. We do apologize for this inconvenience, and we are relieved that systems were back on line shortly which enabled to apply the extension that you needed. Published on December 15, 2023
I have message this company many times es and still months later no response from them.all I wanting to no is what’s the non reaccuring fee I’m being charged very unhappy customer
Response: Ms. Williams- Your review says that you have sent multiple messages to get an explanation of the non-recurring fee that you sometimes see on you daily billing but you have not gotten a reply. I know this must be extremely frustrating and do not blame you for being unhappy. Please note that we are not set up for text support. To email us you can go through your customer portal. The link is found on each of your daily billing messages. You can also email us by filling out the email form on www.paylesspower.com.You can also call us at 888 963 9363 on Mon-Sat from 8:30 AM to 5:30 PM CST. Please note that per our terms of service, a fee of $4.95 is applied anytime you make a payment under $75.00. If you are charged this fee, we will break it down into 5 separate $.99 installments. If you have additional questions, please reach out. Thank you for your business. Published on December 15, 2023
I made a payment to connect my light over 2 hours ago which the message I received said it would not take longer than 2 hours and now I can’t even reach an agent because they are only open until 5:30. I finally have my weekend off and my own house to myself but no AC or TV or hot water.
Response: Ms. Rivera – To summarize, you made your payment to reconnect service however the services were not reconnected within 2 hours and you were not able to report this because the issue occurred after hours. This must have been especially frustrating, and we thank you for your patience. I do see that your services were reconnected but not until after midnight that night. This was approximately 7 hours after you posted your payment. What could have caused this ? Please note that all retail electric provider in your area send disconnection and reconnection orders to AEP Texas for completion. AEP owns the lines, polls, and meters. In this case, we sent the order, but AEP took much longer than usual to complete it. This could have been due to a delay in their systems receiving the order or an issue with your meter receiving the reconnection signal remotely. In such cases, a truck may have to be dispatched. Luckily, such delays are rare. In the future, if you have a problem after hours, we do have email support until 9:00 PM Mon-Fri and from 11:00 AM to 8:00 PM on Sunday . You can email us through your customer portal by using the link on your daily billing messages. You can also email us by visiting www.paylesspower.com Published on December 15, 2023
Service sucks and online service is not useful at all. I do not recommended this electric service. Need a refund for the light i payed for and its not working
Response: Mr. Galvan- We would like to learn specifics about your issues. Please call us at 888 963 9363 or email us through your customer portal to discuss. Published on December 15, 2023
Sarisa (30136453) provided the worst form of customer service I have experienced with your company. To display displeasure on the call by huffing on the phone after hearing my “concern” or “complaint”. Then to not transfer me without reading THE MUST DO script in fear of being “dinged” rather than de-escalating the call by just LISTENING to the customers request. She needs more training and so does Daniel (32325), escalation sup, for understanding what quality assurance means and is for. Sure it’s part for employees but mainly for the CUSTOMER. Please listen to the call.
Response: Mr. Lazano- As mentioned on your previous review in which you complimented Nocole, we will also review this call for coaching opportunities. Published on September 29, 2023
Do not recommend!! Too quick to put a switch hold very expensive and will not let you pay your own amount online wait is too long !!!! And will immediately place a switch hold and who pays only a $1 on a $160 payment plan I want out toooo much money !!!!!
Response: Ms Washington- Your comments show that you are frustrated because you cannot switch due to a switch-hold and you also feel that the service is too expensive and the wait to speak to an agent is too long. I am not able to pinpoint your account because there are multiple accounts with your same name and the email you listed on this complaint does not match any account in our system. This has been a tough summer for all Texas residents… it was the 3 hottest on record. That resulted in record usage across the state as homes struggled to maintain a comfortable temperature under the unrelenting heat. As a result, many customer’s needed assistance in keeping their power on and a deferred payment plan was the best option that helped countless Payless Power customers ( it sounds like you are included). Please note that if a customer agrees to a deferred payment plan, a switch-hold is applied immediately. This is not contingent on the amount of your installments. We do usually deduct your DPP installments at a rate of $1.00 per day because it helps customers with their cash flow. This would mean that if you have a DPP for $40 then a switch-hold would be in place for at least 40 days but you do have the option of paying it off early with no penalty. All you have to is notify us. Usually that is not an inconvenience as the average wait time is only around a minute, however on days in which long heat advisory expires, you may experience long wait times as thousands of customers are trying to call in at the same time. We are working on launching enhanced 24 hour automated options later this year. If you have further questions about the account or the switch-hold/DPP please call us at 888 963 9363 or email us via your payless Power customer Portal. Published on September 19, 2023
SOOOOO EXPENSIVE!!!! I’m paying for a two bedroom apt more than my sisters 4bedroom house w a pool. Do not recommend!!! Changing companies next week finally!!!
Response: Savannah- Your comments state that you are unsatisfied with the service because of the cost and you sister pays less for a 4 bedroom house with a pool. Everyone felt the impact of the summer heatwave and that sounds like an amazing deal but there are some ways that you can save money at Payless Power. The main thing would be to renewal at a fixed rate. You have been on a variable rate plan since your original contract expired early this year. By renewing you can lock in a low fixed rate . Call us at 888 963 9363 for more details. Published on September 19, 2023
look !!!! i live in texas and its just me and my wife its been 105 degrees everyday if not hotter .payless cut my electric off in the middle of a heatwave now im sick and i have to take my 67 year old wife to the hospital because i am thinking she has heat stroke what kinda ppl does something like that .Payless says they “care about their customers “well if thats caring then ive got a whole different idea about the meaning on that ..not only is our power off but while its off the are still adding more money to it everyday making it even harder for us to pay the bill what the hell are yall doing ….we are over 60 and on a fixed income and without a vehicle out in the country my wife could be very sick because of the heat now i have to walk ten miles in the het and leave her alone because our phones are dead …..wow
we cannot afford to pay this bill. I am one person trying to keep up in this economy and you guys are charging me just short of $20 a day for electricity, That is robbery! Temperatures are reaching 110 in my area and you all are taking full advantage of that by charging me outrageous amounts daily, not forgiving any of the the debt thus far knowing that the weather is not something I can control! I’m not a robot working only to pay for electricity that shouldn’t be this high! i am a mother of two taking care of a elderly parent and our bill has been $12-$17 a day and CANNOT AFFORD IT! the weather has been over 103 degrees for over two months and Texas has several fires that are causing it to be hotter here like maui and they are taking full advantage of people who live near the impacted areas by charging us for natural disasters and weather conditions! there are no free nights nor weekends payless power is a problem, a scam and im putting together a documentary to post to my tiktok with over 25k subscribers to warn people about this company! if you want to be apart of this please email my back up email so that i can interview you for this project so we can save others from being put into debt for electricity! [email protected] and don’t worry my email is not connected to this email address so they will not be able to see your comments nor harass you in any way! also a petition will be started on the 1st of august to help people who have been bullied into participating into this scam of payment rates in severally hot weather conditions! additionally if you have anyone in the home who is elderly and or ill please do contact me because legally they are not allowed in this situation to disconnect electricity!
Response: Ms Lee- Your comments state that you feel that you are being taken advantage of because your charges are very high as a result of the record breaking summer heat and as the mother of 2 and the caregiver of an elderly parent you simply cannot afford it . You are also stating that there are fires in the area causing it to be even hotter. You feel that you are being scammed into going into debt due to the amount of your charges. As the caregiver of an elderly parent myself I can understand the basis of your concern. While I’m not aware of any fires affecting the metroplex, you are correct that this has been a relentless summer even by Texas standards and there is no end in sight. This is resulting in record breaking usage across the state. Over the past weekend ERCOT ( Electric Reliability Council of Texas) has issued conservation warnings due to record consumption. On Friday DFW was the hottest place in the USA and throughout the summer the only places consistently hotter have been the Persian Gulf and Sahara Desert. So yes, its bad. However, consumers are indeed responsible for paying for their electric usage even in such an environment. There is not a single electric company in Texas (or the USA to my knowledge) that caps what customers are required to pay regardless of their usage. In short, there are no “all you can eat” electricity plans . Power costs money to generate , transmit and provide to consumers and businesses so you are responsible for paying for what you use. You may have an opportunity for assistance though. Although, Lite Up Texas was cancelled by the State legislature about 7 or 8 years ago, there are some other government assistance programs still available and a brand new one as well. One is called Texas Utility Assistance and you can apply by calling 855-566 2057 or by visiting www.texasutilityhelp.com Published on August 22, 2023
DO NOT MAKE THE MISTAKE of using this bs of a company as a service provider! They are scammers!!!!!! For one the daily rate starts at 1 amount and DRASTICALLY increases shortly after! I ended services on my last moving day after extending the service for 1 day! The $21 was paid to end this extension agreement and everyday there after they have continued to charge me illegally by resubmitting an extension contract I provided no verbal or electronic agreement. I have contacted an attorney to handle the matter! PLEASE CHOOSE ANOTHER ELECTRIC PROVIDER! This company is a complete scam and I will be posting this review on every platform they have MULTIPLE TIMES to warn other potential victims!!!
