Since 11/17/23-I have found that the company has been guessing the usage and showing me using more than I did during summer. Using all the funds available in 2 days, no matter the amount. I called to find out what was happening and they made usage higher as retaliation.
Incompetent staff. They left my old account number with an old address on my profile so now I am paying the bills to an apartment that I don’t live at. They confirmed my new address several times. They need to work on how to use a computer and programs properly. I do like the daily usage email. They are cheap, but so far we aren’t having a pleasant experience. Not to mention the fees to do any little thing on the account.
Response: Mr. Hamilton- I was able to review your records and based on your comments, it appears that enrolled for a new account but never moved in the residence. Still the account was active on the day you requested, and some small amounts of power was used there during the 4 days your account was active. There is also a daily customer fee that is applied each dan an account is open. However, we canceled the first account , waived the early termination fee and transferred your remaining balance to a subsequent account you created at the alternate address you ended up moving in to . If you have any questions or feel that your account was handled incorrectly. Please call us at 888 963 9363 to request a written supervisory review. Published on December 15, 2023
I paid my bill & they still turned my lights off
Response: Mr Johnson- To recap, you have stated that your service was disconnected even though you paid your bill. I can understand how frustrating this can be and don’t blame you for being concerned. The most common reason that causes this is timing. For example, if we sent the disconnection order at 1:02 PM and you made your payment at 1:21 PM the lights may have still been on at that point however the disconnection is still in the process of being worked by Oncor. Your payment was just a little too late to cancel the disconnection. The good news is that they payment did automatically generate a reconnection order so you would like see your power restore very quickly. To avoid these types of issues, please ensure that you post a payment before 12:00 PM Noon to prevent a disconnection order from generating . Published on December 15, 2023
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
