This company is garbage! They get you with super easy and cheap installation, but then charge you a $3 recurring fee each day. So when your bill should normally be anywhere from 100 or 200 a month make sure you tac on an extra $100 a month for all of the fees. You will save much more in the long run using another company.
Response: Jesse- Your comments state that you get charged $3.00 per day as a recurring fee which comes out to an extra $100 in addition to your charges. This makes you feel like you are paying an extra $100 per month on top of your charges. Let me say that no one wants to feel like they are being taken advantage of so if that is your understanding of our plans, there’s little wonder why you’re upset. Anyone would be. Fortunately, this is not how the plan works so we can reach out to you to cover the plan details with you . It is true that your plan comes with the $2.78 daily fee that was disclosed upon enrollment. The important factor with this plan is that this fee includes your first 17KWH. For example, if you use 24 KWH during a day you would not pay $2.78 and for 24 KWH. You would only pay the daily fee and for 6KWH at the established per KWH for your plan. If you use under 17KWH on some days and over 17KWH on others then our system will perform an automatic true-up at the end of the month to ensure that you receive the rate listed on your Electricity Facts Label. On top of this Payless Power does not charge the commonly applied fees that many of our competitors apply . This include disconnection fees, reconnection fees, late fees, assistance fees, fees to pay with a live agent, fees to pay through the automated phone systems and fees to pay online. Once you understand how the billing truly works and the options we extend to our pre-paid customers you’ll see that Payless Power is actually a very good option for someone who is budget conscious. A supervisor will reach out to explain this and answer your questions. You can also call us at 888 963 9363. We’re here to help. Published on May 03, 2021
It’s a pay per use plan but they keep rolling the meter even though there is no more money. Then you get a surprise bill. Don’t use them. They never call back when you leave a message. Never available.
Response: Mr. Zoleta- Your review comments say that although you have a pre-paid plan its not working for you because the service continues even when there is no available funds. You also feel this results in surprise bills . You also state that customer care is never available and doesn’t return your messages. Let me say that if this were my impression of my electric company I would not recommend them to anyone either. The good news is there are probably some pretty simple explanations to your concerns. First let me say that since Winter Storm Uri , Payless Power has adhered to the Governor’s executive order to halt discussions until further notice. In addition we still send daily texts and emails with account balance and usage information to every customer on a daily basis. If we don’t have your most current contact information you may not be receiving your notifications. Most customers state that the very best part of our service is that there are no surprises. No one using Payless Power is ever surprised when they open their paper bill at the end of the month. This is because we don’t sent out monthly bills. We send daily texts and emails which gives every customer a fighting chance to make adjustments so they can stay within budget. Please call us at 888 963 9363 and say that you are calling about a review response and that you need to speak with a supervisor. We would like to get some more information about your statement that you can never reach anyone and no one replies to your messages. Since the storm, our average wait time to speak to a live agent is about 45 seconds which means that there is always someone available during business hours. We can research your phone number or take a deeper look into what is causing the communications issues that you are experiencing. We do not have a system for customers to leave voice mails so we need to confirm you are calling the right number. We think that your situation can be easily fixed and thank you for taking the time to let us know that you need assistance. Published on March 25, 2021
It’s was ok, for first time
Response: Thank you Tameshia for the feedback it's greatly appreciated! Published on March 16, 2021
i hate it this product sucks
Response: We are so thankful for your review and would love the opportunity to speak to you about your charges, so that we can help you in any way we can. We invite you to reach back out to us via email or phone, so we can offer further assistance. Published on March 16, 2021
The rest of these reviews HAVE TO be fake! This is my 3rd time trying to submit. Do not use this company. Very unfriendly all 1000 times my neighbor or I have had to call. During then pandemic they offered the minimum support. They disconnect you with medical devices, elderly and sick. Payment plans made only to rack up fees and get a hold on your meter. Only advantage is not having to have a high deposit. I should have switched as soon as I started doing better in the beginning. They’re reps are so unsympathetic. Do not give yourself the heartache of having this company.
Response: Ms Nelson- Your review comments state that you feel our reviews must be false because in your experience, our staff is unsympathetic and offered only minimum assistance throughout the pandemic. You also state that Payless Power disconnects if there are medical devices in use or elderly in the home and that the deferred payment plans are only designed to generate more fees. Without a doubt, its not a good situation if a customer constantly struggles when paying for their power. It’s understandable that anyone facing such challenges would feel overwhelmed and look for a reprieve . Payless Power has designed its policies and plans around the concept of making it easy for customers to manage their cash flow. There is one basic concept of pre-paid service that is unavoidable however, funds must be available on the account to ensure service. For customers who need a little help from time to time we have what we believe to be the widest array of assistance options available in the Texas re-regulated retail electricity market. We offer automated extensions through 8:00 PM same day and deferred payment plans even though we are a pre-paid provider without a deposit requirement. We also eliminated disconnection and reconnection fees , late fees, assistance fees, account load fees and internal payment fees. We also do not have minimum usage fees or usage thresholds you must reach to receive discounts . During extreme situations we offer more options. The Pandemic was one of these. Payless Power participated in the States Covid-19 Electricity Relief Program and did not disconnect customers who were enrolled in that program while also applying monthly credits and discounts . Following the end of the State’s program in October we had an option for every customer needing assistance which included adding or modifying their deferred payment plans. Keep in mind that DPPs do not accrue any additional fees. We simply take the balance owed and spread it out to make it easier for the customer to handle. Recently we contacted you to advise of a federal covid rent and utility assistance program. This could result in some real relief for you. We also have not disconnected any customer since prior to the storm and If you need assistance with your balance , call us. We can help. When it comes to customer’s with medical devices etc, your options are based on whether you are qualified with the state as a critical care or chronic condition customer. If you have not applied we can send you the application but be advised that the State prohibits these customers from using pre-paid service sue to the frequent possibility of disconnection with little notice. That’s a lot to digest but please be patient and realize that our options are not unlimited . We can help quite a bit but depending on the level of your needs and whether they are ongoing, we may not be able to each time. We will review your account and give it fair consideration each time though. 888-963-9363 Published on March 16, 2021
If I could, I would give this company a negative star rating. Those with disabilities who register for the Chronic Care Designation will be quoted a higher deposit rate. I was initially quoted a $49 deposit, but when going through the reports and paperwork, I was asked if “[I] or anyone in [my] household had qualified for the Chronic Care Designation.” When I replied, “Yes,” I was told in so many words, that someone on the Chronic Care Designation List cannot qualify for the $49 deposit, but must pay a ~$350 deposit. I was told this by both the third party and by a Payless CS Agent as well. The Payless CS Agent went on to inform me that because it was a prepaid deposit, it was not subject to the ADA and non-discriminatory practices laws.
Response: Hello- Your comments state that Payless Power charges higher deposits for those with disabilities who register as Chronic Care and that you would need to pay $350 deposit for service and pre-paid service is not covered under any ADA laws. We will reach out to you to get more information or who you spoke to but this information is absolutely incorrect. The most important fact is that as an exclusive provider of pre-paid service the Public Utilities Commission of Texas forbids us from enrolling any customer designated as critical care or chronic condition patient (PUCT Rule 25.498 {3} {k} https://www.puc.texas.gov/agency/rulesnlaws/subrules/electric/25.498/25.498.pdf. Secondly as a pre-paid company we do not require a deposit and do not run credit checks. An initial fee to start service is required and based on which plan offer the customer chooses. We have a no contract, month to month plan with a starting fee of $49.00 and a 12 month contract with a lower rate that requires a payment of $75.00 to start. Payless Power has never required more that $75.00 to start service as this would also be a violation of the PUCT’s prepaid regulations. Based on what you describing the 3rd party may have correctly explained that as a chronic condition patient you cannot enroll in a pre-paid electricity plan and instead must select a post -paid plan from another provider. We do partner with 3rd party marketers who can offer service through a number of other providers based on an individual’s needs or circumstances. It is conceivable that if you called and advised that you are a chronic condition patient that the representative correctly advised that you are not eligible for pre-paid service and directed you to a post paid option with an alternate provider that does require a credit check and deposit based on the customer’s credit score. We will attempt to contact you for clarification but also ask that you call us at 888 963 9363 and ask to speak to a customer care supervisor. Published on March 16, 2021
I didnt have power more than 40 hours and payless power charge me for 104 kw during i got outage! i called customer service they answer something nt make sence
Response: Mr. Akhlaghi- You comments state that you were billed 104KWH while your power was out and that you spoke to a representative and what they advised you made no sense. Please allow me to apologize for any confusion. I will have a supervisor call you to explain what we are doing to resolve the issue and what we can do for you until this is completed. You can also find more information here: https://paylesspower.com/texas-winter-power-outage-blackout-2021/ Published on March 01, 2021
Have been charged for days the power was out AND my rate went up!!!
Response: Ms Howard – Your comments state that you were charged on days your power was out and that your rate went up. Those are pretty common reactions after the storm and its understandable why you would feel that way. The good news is we can provide some clarity and hopefully this will help put your mind at ease. First let me state unequivocally that Payless Power has not raised your energy rate in 2020 and there are not plans to do so at this time. We also do not offer Indexed Variable rates that go up and down daily with the wholesale cost of electricity. Usage for almost all customers did increase dramatically during the storm due to the intense cold and this resulted in higher charges for those days but in some cases customers also received high charges for days in which their power was partially or completely out. This was due to estimations generated by the local utilities when a meter could not transmit back meter read data. Please note that we are aware of this and our systems are designed to automatically adjust your account as soon as we receive your actual meter reads for those days. We do have options to assist customer until that can occur. Please call us at 888 963 9363 for more information. Published on March 01, 2021
Extremely disappointed. I dont understand how in one week 3 without no electricity at all due to the weather outage i used up in 2 days what i use in almost 2 weeks. And to top it off no one was home??? Wow they really wanted to make up for what they lost in the 3 days of outage.
Response: Araceli- Your comments say that you were without power for 3 days that week with no one home but you still used the same amount of money in 2 days that you normally use in 2 weeks. You feel like Payless Power is trying to make up for the days that the power was off. Its very understandable that you feel that way. The winter storm has resulted record usage across the state but if you were without power for several days your billing could be based on estimations that were automatically generated by AEP because they meters were not transmitting usage data. Unfortunately we do not have a better way to handle the initial billing in these situations but we do have processes to correct it. We responded to your email about your questions yesterday but you were not able to speak to someone. A representative will reach out to you to help you through the options . We fully recognize how stressful the situation with the storm has been and commit to you that we will guide your account through the process of correcting your charges. 888 963 9363 Published on February 24, 2021
Completely horrible with no answer during a 6 day black out & was still charging when power was out they should be ashamed on how they treated ther custmers & family’s without eletric for 6 to 7 days & wanted to blame Oncore for the Chargers. & they are just as horrible as your services was ..
Response: Adrian- Your review comments say that you had a horrible experience because your power was out for 6 days and you were still being charged . You also state that in your opinion, Payless Power is trying to blame Oncor for its problems and no one answered your calls for 6 days. There is no doubt that being without power for 6 days during the worst winter storm in Texas in over a hundred years is a terrible thing. There was plenty of suffering to go around statewide so your anger is reasonable. You are also correct in that ultimately you are our customer so we accept our role as the focus of that anger. The best thing we can do is try to educate you on what happened, what’s going on now and what is being done currently to correct any billing issues you’ve experienced. The first thing to address is your power last week. Payless Power did not send out disconnection orders on any accounts last week and that is continuing this week as well. If you were able to see the news at all you probably heard that ERCOT implemented statewide rolling outages . On top of this , instability with the State electrical grid prevented Oncor from restoring some customers under the planned outages. This resulted in some homes being without power for days. This affected some of our own employees so we know acutely how awful that was. These outages also triggered the automated estimation processes at Oncor . Oncor owns and operates the meters in your area. All electric providers rely on Oncor data. If Oncor detects that its meters are not generating data their system automatically operates under the assumption that the meter is working but not able to report usage data. Our system then assumes those estimations are actual reads and generates charges. This can be infuriating to see your balance dwindle even though there is no power at your home . Anyone would feel like they were being cheated. We don’t have a better way to handle those types of situations but we do have automated processes to correct the billing as soon as we get the actual meter day from Oncor. That can take anywhere from a couple of days to a couple weeks depending on where you are in your monthly billing cycle. If this is too impactful for you we also options to help you get to the point where your billing is corrected. In short… no Payless Power customer affected by the storm has to move forward with no options. We can help. As far as no one answering … we need to get more information from you. Our team worked hard under very difficult circumstances to be there for our customers. We were operational last week for all of our standard business hours including limited after hours email support. In the afternoons there was little to no wait to speak to an agent. I’m not sure what was going on when you tried to call but I can also advise that in certain parts of the metroplex, cell phone service and even landline phone service was affected. Please call us at 888 963 9363 and we can discuss what happened and what we can do to help you. Published on February 23, 2021