These 5 star reviews have absolutely GOT to be fake. Not being able to make payments less than $20 was annoying enough, but now not being able to make payments less than $75 without being charged a penalty fee(stop calling it a service fee… it’s a freaking penalty) of $4.95 and now not being able to use payment methods that don’t match our accounts billing address? Riddle me this, what if a friend wants to pay for my electricity to help out, then what geniuses? This company hasn’t just gone down hill, it’s crashed and burnt and I’m outta here because there are definitely less shady pay as you go energy companies
Response: Abdul- Your comments state that you feel like the $4.95 minimum payment fee is a penalty and you are also unhappy that we will now require an address verification on card payments. Change can be alarming and your reactions is understandable however I think we can clear up your concerns. You are correct in that there is a $4.95 minimum payment fee for payments less that $75. However there is a way that you can avoid this. You can make payments as low as $40 by enrolling in autopay. Also note, that you are not being charged more for your service by making a larger payment, you pay the same amount based on your usage but have to make fewer payments . This reduces the amount of payments and calls to our call center which allows us to reduce cost and lower our variable rate plans and rates for new customers as well. Your friend an always make a payment for your using their card. They just would need to call in to the customer care at 888 963 9363 or use the automated phone system. You would need top provide your account number etc. They must know the billing address for their card however. Published on November 21, 2022
Terrible site is a terrible service. I can’t go to my personal account to send an email. My children are about to freeze.
Response: Mr Krugliakov- Your comments state that the website is terrible and you were unable to send a message. You were afraid that your children would freeze. Any parent would have those concerns for their children if they could not reach their electric provider. Your frustrations are understandable because there were site issues earlier in the week however I am happy to say that your service was not affected in any way. We had no issues with our toll free numbers and you can always reach us by phone from 8:30 AM to 5:30 PM Mon- Sat. 888 963 9363 Published on November 18, 2022
They will steal your money !
Response: Ms. Vonner. Your review says that you feel like Payless Power steals money from customers. Electricity rates have gone up across the country (including Texas) for everyone as wholesale costs have increased . But this does not mean we steal money from customers. We bill you per the terms of your plan and the daily usage your home consumes. We will be happy to go over this with you and show you how to register with www.smartmetertexas.com so you always can be sure that your meter is reporting the correct usage. . Please call us at 888 963 9363 to discuss. Published on November 18, 2022
I have been with this company 10 plus years never had a problem until now when it comes to running a brand new heat unit they charged me 30 dollars for one day of running my central heat which is ridiculous and the rep tried to tell me it’s my appliances that are plugged in while I’m not home there is no company in this world that charges 30 dollars a day just to run central air or heat you will not survive the winter if you stay with this company I also have the proof of these charges and they can’t explain how or why I’m getting charged this much for one day at all on top of that customer service is nothing but a scam
Response: Mr Luster- Thank you for your business over the past 10 years. I do not see a charge of $30 in a day but I do see 2 high daily invoices that are in conjunction with the colder weather that hit your are this weekend. A supervisor will call you to discuss. A you may know we bill you using the meter reads that is provided to us by Oncor. You can audit these readings your self by registering at www.smartmetertexas.com . If you log onto your my account portal all of the information you need to register is provided. As Oncor operates the meter, the reads would not vary regardless of the retail electric provider you use. Since you have a new heater, please ensure that you are not using the emergency heat or aux heat setting on your thermostat . You may also want to check to make sure the thermostat was installed correctly . 888 963 9363 Published on November 16, 2022
Yo no quiero darle una estrella porque aparte de que me cobraron 75 una vez y ya después 40 ahora no quieren dar ni una extensión casi no uso luz y ya llevo mucho dinero metiendo no le roben al pobre
Response: Hola, gracias por los comentarios. Es muy apreciado. Ofrecemos extensiones y están disponibles. Asegúrese de llamar al 888-963-9363 antes del mediodía para solicitar esta extensión. Published on November 03, 2022
Restoration time is supposed to be 2 hours or less !! I have been waiting 4 hours for my service to be restored. I paid on my account around 3pm my lights did not come back on until 7:22pm.
Response: Brycen- You are correct that a reconnection of services should occur within two hours. A delay of 4 hours is definitely outside of the normal range and is a big deal. These types of issues occur when the meter does not accept the remote reconnection signal . Some times this can be corrected without having to dispatch a technician to the residence but if a truck has to roll it can take up to 24 hours. This is very rare though. Luckily our records show that your power was restored . Please call us at 888 963 9363 if you have any questions regarding this . Published on November 03, 2022
If I could give 0 stars I definitely would. This is the worst prepaid light company ever. Today after 12pm noon I received an ADDITIONAL $55.30 deduction from my balance causing my account to go into the negatives only AFTER they had already deducted money from my account for the previous days usage which originally left me in good standings with a positive balance. I then try to request an extension and I am unable to due to a “disconnect of service order being sent out” which is RIDICULOUS. Why charge me this morning for the usage of 26kwh which left me in good standings and then turn around and deduct $55.30 from my account after noon which caused me to go in the negatives and not give me the chance to even request an extension. You guys took back a credit that was given from the previous month where I was OVERCHARGED. I am still being OVERCHARGED. This company is greedy! No one really helps because they don’t really care. The internal account service department needs to look into this more thoroughly it doesn’t make sense. You guys are NOT ACCURATE with the usage at all and please do not advise me to do anything with the smart meter! You guys need to do better I cannot wait to switch light companies!
Response: Jasmine- Your comments state that you are upset because there was an additional charge of $55.30 deducted from your account. It’s very understandable that you would alarmed by this. Our records show that we spoke to you earlier this month and opened a billing review request . A temporary credit was placed on your account until we received your monthly usage invoice from Oncor. That was received and a review of the usage showed that the credit was not warranted so it was reversed. A supervisor will reach out to you to go over this you . Published on October 21, 2022
If I could give zero stars I would. I have been waiting on a my refund since May. They have given me the run around since then. The old your check is in the mail trick. I called and spoke with several representatives and supervisors in reference to the refund that is clearly owed. I’m so happy I switched my services. The representatives were far more helpful then management and their accounting department. I have decided to to seek legal advice in reference to this matter. Now it’s about the principle. I have been completely patient with the company. If I hadn’t paid! You wouldn’t waste anytime turning my lights off. Why do I have to wait 6 months for a refund ????? I made 2 payments to you in April before switching my services. I call and ask to speak with a supervisor and thru leave me on old for 2 hours. Next stop is social media. This is in justice. I just want the funds that are owed to me.
Response: Ms Lawson- You review states that you have been awaiting for your refund for many months. I have also replied via the BBB and a supervisor has also reached out to you today. You are correct in your comments and a full refund + interest has been has been processed to your card. Thank you for bringing this to our attention as it will allow to improve our processes going forward. We apologize for the delays and inconvenience to you. Published on October 10, 2022
When I signed up for service this summer, Payless was the best rate I could find and I actually liked the thought of prepaid. My EFL states that I am in a 12 Month Rate Lock Plan. However, each month I am paying more and more per kWh!! I signed up based on a locked in per kWh expectation. I realize that my usage is decreasing with the cooler weather, but it’s deceptive and a lie to call a plan ‘Rate Lock’ if the per kWh rate changes each month. EFL Rate Lock per kWh: 15.6¢ 15.2¢ 15.0¢ Energy Charge + TDSP + Taxes July: 15.0¢ August: 15.04¢ September: 16.68¢ Here’s the kicker for… So far for October: Oct 1: 16.09¢ Oct 2: 17.0¢ I’ve lost all faith in this being a good idea and will no longer recommend, but I will actively discourage others from trying or using Payless. All you will do will PAY MORE!
Response: Hi Winnie- Your comments state that your rates have gone up since you started so you will actively discourage customers from choosing Payless Power. Your concerns are understandable for also explainable. A review of your account show that the figures you are providing comes from the average monthly rate on the bottom of your statement. Please note that the average rate on the bottom of the summary must include all costs incurred outside of taxes and these would be factored into the average. Your energy rate has not increased. It is the same that you signed up for . Centerpoint charges did increase and that has impacted you however this is not a Payless Power charge- this is instituted by Centerpoint to every retail electric provider to pass through. Also, if there are ever billing corrections from a previous month that will affect the average as well. A supervisor will reach out to you to discuss. 888 963 9363. Published on October 05, 2022
Horrible charges Horrible Horrible Customer Service so inconsiderate I called someone today and she hung the phone up in my face
Response: Hello- We are not able to locate an account for you . Please contact us at 888 963 9363 or email us through your customer portal so we can learn more about your experience and review your call recordings. Published on October 05, 2022
