Payless Power Reviews
Read reviews from Payless Power customers
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
Please transfer my power from existing address to 7511 Beechnut Houston Texas 77074 apt 240 November 28,2023 early in morning
Response: Mr. Wahidi- My records show that you were able to receive assistance. For future reference we are unable to transfer service, but we can cancel your current account and set up service at the new place. We can overlap the dates as well so that service is on at both places to allow you to move out or move in with power. Please call us at 888 963 9363 for assistance. Published on December 15, 2023
customer service is slow
Response: Hello- To recap your issue, it appears that it took a long time to resolve an issue when you attempted to get assistance. Since you have only reached out to us on one day, I think I can pinpoint the issue. Mondays can generally have higher calls volumes and longer wait times. This is due to the fact that Retail Electric Provider in Texas do not disconnect over the weekend so many more customers are facing disconnection on Monday than on other days . You were not facing disconnection but need another type of assistance . You left a call back request and our phone system dud dial you back but with no answer and that basically started the process over for you. We do apologize for the inconvenience but are glad that we were able to eventually provided the needed support. Please note that we are working on the launch of 24/7 automated assistance options which should improve this issue. Published on October 11, 2023
I can’t afford it and I’m going to have no power tomorrow
Response: Mr. Bradford- Your review states that you cannot afford to pay your charges. That is a very stressful situation and would cause an extreme amount of stress for anyone in such a position. As a pre-paid provider, Payless Power does have options for customers who find themselves in a tough spot. One is a same day account protection. We offer this when a customer’s balance falls below $0.00 . Please note that once used, it cannot be used again until the account balance is brought to a positive state. We also offer deferred payment plans with easy terms and instant approval. If you have one of these you may not add another unless you accrued a large balance coming out of a heat moratorium. You may apply for either of these options via the automated phone system or your customer portal. If these internal options are exhausted, we suggest that you contact 211 on your wireless phone for a list of utility assistance agencies in your area. Companies that offer payday loan services like Ace Cash Express are also a potential solution for immediate assistance. Published on September 29, 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
Nicole’s customer service should be the standard. She was courteous and extremely thorough throughout the call. She provided all the necessary information I requested. She deserves some sort of KUDOS as she represents the company with integrity. I cannot say that for the previous representative who showed displeasure in taking my call. Nicole is an awesome rep!
Response: Mr Lozano- Thank you so much for the kind words about Nicole . She is an amazing representative for our company. We will look into your previous call and review it for coaching opportunities as well. Published on September 22, 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
What our customers are saying
See why our power customers say we're the best electricity provider in Texas!
I was worried about getting electricity for my home through a prepaid company. I was calling around to see different rates then going through all the hassle of credit checks while dropping points each…
I have been with this company for several years and have been very happy since. Even when I moved, they made my usually stressful situation very easy and carefree. I recommend them to everyone that I…
I have enjoyed the service for 2 years now. In the beginning this service was planned to be temporary but with the service being so effective for me i decided to keep it for the long haul. I’m a happy customer.
About Payless Power
Payless Power wants to be your Texas electric company.
Whether you live in a large city or small town, Payless Power can save you money on your Texas electricity. We serve customers in over 400 deregulated communities in Texas with both traditional, postpaid plans on monthly billing cycles, and prepaid electricity that is pay-as-you-go with no deposit or credit check required.
We work with principal utilities throughout the state to provide electricity. The utilities are: Oncor in the Dallas and Fort Worth Metroplex and various parts of West Texas; CenterPoint Energy in Houston and the surrounding areas; AEP Central in Corpus Christi and surrounding areas; and AEP North in Abilene and other North Texas communities.
