Prices could be cheaper and it shouldn’t be a fee to add money
Response: Hello Debra, thanks for reaching out to us about your concerns. While we understand that you may be unsatisfied with the Payment Processing Fee, we would be happy to inform that payments of $75 or more do not have the fee applied to them. Furthermore, the fee can be avoided by enrolling a card into AutoPay, which can be done via the My Account portal. For any further assistance, please contact us at 1-888-963-9363 Published on January 16, 2025
Heartbreaking Experience with Payless Power – Felt Talked Down To During a Hard Time All I needed was a little help, but instead, I felt completely ignored and belittled. Since December, I’ve been trying to notify Payless Power of my situation and terminate my service. I emailed the company multiple times, but I never received any response. Then, when I noticed I was still being charged for electricity that I wasn’t using (since I haven’t even been in the apartment since December 28th), I called the company for answers. The phone call started off with me hoping to finally understand why I was still being charged, but things quickly took a turn for the worse. The representative I spoke with made me feel completely dumb.
Response: Hello Gerald, and thank you for contacting us with your concerns. It is important that we assist our customers properly and efficiently. It should be noted that you have been reached out to by our Customer Care Director with regards to your situation and we heavily encourage you reply back with any further questions or concerns. We thank you for your business and look forward to providing service to you again in the future. Published on January 16, 2025
I would like to have a customer service rep available
Response: Thanks for reaching out to us Vianey! We know it's important to speak with a live representative for any questions, and we are happy to inform you that you can reach out to one at 1-888-963-9363 between 9AM and 5PM, Monday through Friday. We also have emails available afterhours. 5:00 PM to 9:00 PM Monday thru Friday 9:00 AM to 5:00 Pm on Saturday 11:00 AM to 8:00 PM on Sunday Published on January 16, 2025
You’re overcharging for usage not used. I literally use space two heaters. Use a stove to cook and use a microwave a few times a day. There’s no way I’m using 8-10.00 a day. I barely use lights in my house as in and do not use any other items like fridge dryer or washer so where is the charge is actually coming from ?
Response: Hello Esther and thank you for reaching out today. We know that understanding where your usage is coming from is vital to your prepaid services and understand the frustration you feel here. Your usage can be viewed via our usage insight graph via the My Account Portal, and an even deeper insight of your electricity consumption can be seen at smartmetertexas.com This website breaks down your daily usage into 15-minute intervals, so you can easily understand what times your usage may spike. If you need anything else from us, please reach out to us at 1-888-963-9363 Published on January 16, 2025
I put money on here every 3 days like really
Response: Hi Keonia. We appreciate taking the time to let us know what you think, and are more than happy to assist you. We understand your concerns about billing may have you feeling stressed, especially if you're making frequent payments. Since our services are prepaid, we bill our customers on a daily basis based on their consumption. If you find yourself frequently making payments to the account, we recommend instead to make larger payments that cover more time. We provide customers with an average daily use estimate, and while it may not be an exact number, it's a good way to get an idea of your usage. For further assistance, you can reach out to us at 1-888-963-9363 Published on January 16, 2025
Your alerts are NOT accurate or time efficient. Twice this week I have had my electric shut off in the middle of my work from home job with no prior notice. The other day I got the alert about disconnect while I was laying in bed after having already dealt with it. Please fix your alert system
Response: Hello, Courtney. Thank you for contacting us about this pressing issue, as we know accurate text and email notifications are crucial for our customers, especially to avoid stressful situations like this. To assist with these issues, please reach out to us at 1-888-963-9363 so we can assist your case. Published on January 16, 2025
I sometimes forget to pay my account due to my busy schedule and Boom I get the disconnect message. Give ya boy a call for a quick recap. Any way I guess I wont sweat it, Poppa Trump says he will lower energy cost, and in the great words of Robert Denario ” Greg. Could you milk me?”
Response: Hello Maxwell, and thank you for your feedback! We understand the concerns you may have, especially if you want to avoid missing a payment. We recommend enrolling into auto-pay, so you can avoid any missed payments in the future, as well as waive the $4.95 payment processing fee. For more information or assistance, give us a call at 1-888-963-9363 Published on January 16, 2025
Y’all are full of ****! Yesterday I had 4 days and I wake up this morning with 1. Every time electricity goes out you all knock my days down to one this is ridiculous and you all are a JOKE!
Response: Hello Shawanda and thank you for contacting us today about your issue. We understand how a jump in your 'days remaining' can be a cause for concern, and will be happy to assist. We want to make it clear that how many days remain on your account is estimated and not at all an exact number, much like a gas gauge. It will change depending on any fees applied to the account and your usage, which is impacted by things like colder weather. Your billing and usage can all be reviewed on the My Account Portal, and you can reach out to us for further assistance at 1-888-963-9363 Published on January 16, 2025
Horrible communication
Response: Hello there Brian and thank you for reaching out about us for this concern. We always make sure customers are up to date with their accounts through the daily notifications, however if you have any questions about your account or billing, you can reach out to us for further assistance at 1-888-963-9363 Published on January 16, 2025
Rates are high.
Response: Hi Maegan, if you have concerns about with your current rates and billing, please do not hesitate to contact us at 1-888-963-933 Published on January 16, 2025
