Thank you very much for your kindness
Response: Thank you for being a great customer! Published on February 22, 2021
making payment was easy
Response: Thank you for sharing your service experience glad we can make your payment method easy as possible! Published on February 22, 2021
I would recommend this company to anyone
Response: Thank you so much for the feedback it's greatly appreciated! Published on February 22, 2021
Best electric company I’ve ever had. Thanks for keeping my POwer on
Response: Thank you for the 5 star review! Published on February 22, 2021
I love this company good plans and they work with you especially in this cold weather thank u
Response: Thank you Betty. We are always happy to help 🙂 Published on February 22, 2021
My electric bill in Louisiana is much lower than the low average in Texas in a 1000 Square Foot home. Where is your savings.
Response: Jorge, Thank you for the feedback. We will be more than happy to go over your billing and see what tips we can provide you on saving as much on your electricity. Please contact us at 888-963-9363. Published on February 22, 2021
Good company good rates
Response: Thank you so much Jaylin for the feedback it's greatly appreciated! Published on February 22, 2021
We hace been without power for three days we will not be able to withstand the freeze. Everything runs on electric power we have nothing but chiill, no food, can’t cook, no warm water can’t take a shower, no phones, no internet. Only chill, not even information what’s going on or what to expect When will the power will be restored
Response: Manuel- We understand your concern with not having power especially during these harsh temperatures we are experiencing here in Texas. Unfortunately we have no way of knowing how the outages are implemented and since so many outages going on across Texas there is no time given as to when power will be connected. Please contact us at 888-963-9363 so we can further assist you. Published on February 22, 2021
Would never reccomend to anyone. I have been without lights since monday due to weather, and I’m still being charged $10 every day for “not using enough power”
Response: Ms. Kirkland- your comments state that you would not recommend us because you were still charged $10 per day last week for not using enough power and you were without lights since last Monday. First, hopefully your power has been restored for some time. If not please call out automated line at 888 963 9363 and follow the prompts to report an outage . Secondly, let me reassure you that if you received charges on days where your power was out this is due to the automated estimations that are generated by CenterPoint when your meter is unable to transmit data. Our billing processes are automatic so this can lead to inaccurate billing . The good news is that there are also automated processes to correct this . We just have to wait until the end of your 30 day billing cycle. If that looks like it will be longer than a couple of days we have options to eliminate the impact to you until the corrections can be made. A representative tried top reach out and your phone was not accepting calls. Please call us at 888 963 9363 so we can assist. We are not disconnecting this week so if you can reach us tomorrow we can take care of you with no worries. Published on February 22, 2021
My lights have been off since February 14 2021 and it’s February 19 2021 due to Houston having a winter freeze my lights are still off and I’m still getting charged fir it Why
Response: - Hello- What you are experiencing is a side effect of the statewide outages related to the winter storm. Transmission and Distribution Utilities (AEP Texas, Oncor, Centrepoint, Texas New Mexico Power) own the power distribution infrastructure and the meters. Typically, a smart meter will transmit usage data in 15-minute increments, and they are very reliable. If the meter stops transmitting data. The Utility systems assume that the meter is still working but and that there is simply a problem with the data transmission. Because if this the Utility systems will automatically generate an estimate. At the end of a customer’s 30-day billing cycle they read the meter for the whole month which catches any discrepancies so the customer’s bill can be properly adjusted. This is a pretty straightforward and accurate process and the meter’s are accurate enough that there is rarely a noticeable issue. Unfortunately, this same process works during widespread outages due to extreme weather, grid damage, fires etc. The meter stops reporting data because there is no power, but the Utility metering systems still generate estimates, and these estimates are then sent to Retail Electric Providers. Payless Power also has automatic processes that bill customers daily based on the metering data that the Utilities send to ERCOT and then to us. Because of this, many customers are seeing charges on days when they had no power. The last time this happened on such a scale was during Hurricane Harvey. We do have good news for you though. Your money is not gone. We also have an automated process to adjust your account balance if you were over billed during this week’s winter outages. If you were charged for usage while your power was out this will be reflected at the end of your 30-day billing cycle when we get the monthly read from your local utility. If you would like to know approximately when that will occur, please contact us through your My Account Portal or at 888 963 9363.Our call center operations are back to normal so the wait time to speak with an agent is limited. All Payless Power agents have worked from home during the pandemic and like you have been without power for extended periods but we are back to full capacity. Published on February 22, 2021