Very high service…
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 November 06, 2020
ABSOLUTELY HORRIBLE!!!!!! 1st I’ve been using them for 7months and all of a sudden my bill shoots from An average 3-4$ a day to 10$ , when I call from an explanation not only are the rep unprofessional & un educated the Suspv. Are as well . My acct was once closed with out my Permission for 2weeks and all they credit me was 25$ when I received my Rent statement there was overlap charges when I called & complained they stated well we provided a 25$ credit my overlap charges were 90$ dollars , absolute worst company ever can’t wait to switch . DO NOT SETUP ANY SERVICE WITH PAYLESS POWER !!!
Response: Ms. Robinson. Your comments say that you’ve been with us for 7 months and your usage suddenly jumped up from $3-4 dollars per day to $10 per day . You go on to say that when you called for an explanation, the employees were uneducated and rude. Those kind of cost spikes are always alarming and that’s not a good thing but we can definitely shine a light on the issue for you. Also, let me say that we will review your calls and address any unprofessional conduct or knowledge gaps. It is Payless Power’s mission to handle every customer interaction professionally and accurately. You go on to say that you had a prior poor experience in which your account was closed without your permission and you only received a $25 credit . We will need to speak to you to get more information about this. When it comes to billing, the first thing we can confirm is that your rate did not increase last week however the usage reported by your meter did. This was widespread across nearly all customers in North Texas as temperatures dropped to 35 degrees below their normal levels. On Wednesday 10/28, highs were in the mid 40s with rain and gusty winds and the lows dipped into the 30s. Due to this, most North Texans turned on their heaters for the first time. We are used to hot summers in Texas but the cold is different… especially when it was 70 degrees the day before. When the temperature drops people turn on their heat and take longer showers in the morning with hotter water but unless we are familiar with the cost of heating it can it can be shocking . We can give you a breakdown of your usage on your highest days and that will really show you what you need to know. There are definite spikes throughout the night and during the day. Ultimately though , when a customer is alarmed at these types of spikes in means that you are using the service the way it is intended. The service is getting your attention and you are paying attention to your cost! That’s the way its supposed to work because that’s how you can save money… by learning and making adjustments so you can stay within your budget. Imagine being with a post paid provider, going through an entire month of cold weather and opening the paper bill when it arrives in the mail. If it’s a lot more than you expected its already too late. If you log in to your “MyAccount Portal” there is a chart that will show you the amount of power you use each day along with the temperature. If you review this you’ll be able to see what we are talking about here. Also, you don’t have to just rely on Payless Power’s word. We can show you how to verify your daily usage through SmartMeterTexas.com . This is a website operated by the State of Texas which shows you your usage straight from the meter. You can use this regardless of what provider you use since we all receive the same meter reads. Call us at 888 963 9363 and we can go over your meter data and answer any questions. Published on November 05, 2020
I am only with this company because I’m stuck here they are triple charging me. Same as this deferred payment is over with I’m out of here. They won’t even come out and check my meter when it is running $320 a month for a two-bedroom apartment that were sitting in the dark
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 October 16, 2020
Worst company ever won’t even work with u drying covid19
Response: Skylar, We apologize for the experience. We can assure you we understand the situation going on during this time. We have been assisting all customers during this hardship. Please contact us at 888-963-9363 to see what options are available to assist. Published on October 14, 2020
The rates are outrageous!! This is no way for anyone to live. I’ll be leaving the company in about another 2 weeks.
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. A supervisor will be contacting you shortly. Published on September 14, 2020
I paid my account 2 to 3 hours before 12am I feel like I’m being discriminated against in some form or fashion as I have never had an issue with my services being restored it’s always within 1 hour sometimes less my account is positive 25.00 dollars so why hasn’t my service been reconnected yet I’m really pissed off about it I’m sitting here with a disability and on state services ruw to my health condition and it’s also during all this coronavirus stuff I’m really not understanding as to why I don’t qualify for assistance with my services as well I always pay my bill regardless of being disconnected…im trying to survive out here just like everyone else I will not be continuing services with your company as soon as I can get the deferred amount that was credited to my account paid off it is unbelievable at the lack of importance to my account and my services with your company there is absolutely no reason that my services are still not connected and it’s now almost 2am the next day so there has been ample time for my services to be remotely managed and reconnected it’s been a great displeasure of being treated unfairly as a loyal customer I’m ashamed to say I will never hold services with your company again after I pay my bill off in full. Please connect my power thanks.
Response: Mr. Burkhead, When you pay to have your power restores and there is a delay it is definitely not a good thing especially at this time of the year. I do not blame you for being upset. I can confirm that we did receive your payment in the time frame you have stated and that the power had not been restored when you wrote your review. In fact I can see that power was not restored until the following morning. We are currently investigating the reason for the delay and will call you with a detailed explanation. If this was due to an error with the Payless Power system we will make the situation right. I can tell you that there was no discrimination at play here. All of these types of transactions are automated . That being said there can be occasional system errors that result in a delay. This could be on Payless Power’s side on AEP’s side. That is what we are investigating. Please note that the State allows AEP a time cushion with reconnection orders submitted after 2:00 PM in the afternoon in case there is a problem with the meter receiving a signal etc. At this point we cannot state that this is the case but this is the most common reason for a delay. For example, if a customer pays to reconnect at 7:00 PM and the meter cannot receive or execute the remote reconnection signal, a truck will have to be deployed to the location so a technician can reconnect manually. When this happens after 2:00 Pm AEP is allowed to push the order to the next day depending on their workload. I am not saying this is the case here but it is one possibility. A supervisor will reach out to you today as soon as we pinpoint the issue . You can also call us at 888 963 9363 and discuss with a supervisor as well. Published on September 04, 2020
It stormed yesterday around 6:30pm and the lights went out. I reported the outrage and they gave an ETA of 8:30pm… I waited and waited and also called almost every hour after that to be told they didn’t have an ETA ANYMORE and that the outrage will be fixed ASAP… it is now 1:30am in which I have already called AGAIN and the new ETA is 9am… so I have gone roughly 15 hours with no power. I am not a happy customer. I do not understand why this has not been taken care of yet. A lot of food will have to be thrown away because the power has not yet been restored after roughly 15 hours. I’m starting to rethink my service with this company because of this issue.
Response: Ms Young- It is not a good thing when you lose power during a storm. Oncor , your Transmission and Distribution Utility was forced into emergency mode as around 100,000 customers lost power due to high winds. As you may know, Oncor owns the lines and polls in your area and is the company responsible for repairing them anytime there is damage. You can always reach Oncor by calling the Payless Power automated line at 888-963-9363 and following the prompts to report an outage. You can also skip this by calling Oncor directly at 888-313-4747. This may result in less frustration as you can skip the steps required to get to Oncor through the Payless Power phone system. Published on August 18, 2020
DO NOT USE THIS COMPANY! Absolute worst experience! Customer service is horrible their “Supervisors” refuse to help with anything. Save your self the headache and go with literally ANY electricity provider BUT Payless Power. If you are moving into and apartment and the previous tenant has a past due balance with them they will lock up your meter until you pay for the balance! Absolute worst company I have had heard of. Extremely disgusted.
Response: We apologize for the experience. Per the Public Utilities Commission of Texas the account holder has to settle the outstanding balance if there is association.If no association then a signed lease or affidavit of landlord will be required to removed the switch-hold. https://www.puc.texas.gov/agency/rulesnlaws/Default.aspx Published on August 10, 2020
If I could give a no star rating I would, I was never told about it being a prepaid electric company, if I was I would have never switched over, I am looking to stay with my company and get my deposit back
Response: We are so thankful for your review and bringing this problem to our attention. We are truly sorry for the inconvenience and would like to speak to you about the issue if we have not resolved it to your satisfaction. Published on July 31, 2020
Y’all are outrageous with y’all rates will never get payless power ever again
Response: We apologize for the experience. We will be more than happy to independently go over your billing to confirm it with you. Published on July 27, 2020