I agree with the past customer who stated they always pay, and yet this company does not want to work with you. I owed 6.00 and was disconnected. I only wanted them to extend the deadline for that day. I too, always pay. Even after I spoke with Supervisor Daniel, and explained I have children at home online schooling, he stated there was nothing he could do, and the disconnect order was out. I don’t know if they don’t have children, or if they just don’t care to keep their customers, but I have completely lost confidence, and will be going back to my previous carrier as soon as possible. I told him that I would also be looking for another electricity provider, but it didn’t phase him at all. I hope this customer was worth the $6. I am extremely disappointed that they don’t care to keep their customers.
Response: Ms Kretz- Your comments state that you are a good customer and you always pay and that you feel that Payless Power employees either don’t have kids at home or simply do not care about their customers. You stated that you asked for an extension because you were $6.00 short but this was denied to you. Its never good to feel that way and as a parent (most of our employees are parents) I do know how stressful it can be when you can’t pay your electricity bill. Its one of the worst feelings a parent can have.That’s when we offer the following 1.) same day account protections… just call 888 963 9363 before 12:00 noon and the system will protect your account until 8:00 PM if your qualify (it will not allow this to be done multiple days in a row) 2.) We notify every customer of the disconnection deadline (12:00 noon) so there are no surprises. If your account is negative you have to make a payment or set an arrangement by 12:00 noon or you run the risk of disconnection. However if you have at least a penny on your account you will have service that day. We also offer deferred payment plans but you must repay your active payment plan in order to get another. We re-worked payment plans for customer participating in the Covid-19 Relief Program but are no longer able to do that not that the program has expired. We also do not charge a reconnection or disconnection fee or late fees . We know of no other Electric Company that does this . If, as in your case, you were disconnected prior to calling our Care Dept and let us know that you will commit to make your payment that day we will go ahead and reconnect you prior to receiving a payment as long as you have kept your commitments when we did this before. It may not feel like to you right now but hopefully you can see that we offer many many options to customer because we do care. We will continue to do this for you in the future. Published on December 02, 2020
Won’t recommend they don’t help when you need it they we cut your power with kids at house there more interested in money there expensive nothing cheap just horrible avoid the hassle go somewhere else they full of excuses when you need help all they say it’s unfortunately we can’t help you that all so we change company a soon as possible
Response: Mr Montemayor. Your comments state that you feel like Payless Power will not help you and is just interested in your money. Its not a good thing to feel this and if you are under financial pressure it can seem like the whole world is against you… or at least your electric company. I think we have all been in this position at one time or the other and it can be frustrating . But if you take a step back you will see that this is far from the truth. Payless Power has worked with you extensively since the start of the pandemic and protected your account against disconnection throughout the spring, summer and most of the fall. During that time we reworked your deferred payment plan nearly a dozen times even though you were unable to meet the new terms. We most recently change the repayment schedule again to make it more manageable for you . I can confidently say that Payless Power has tried to be major lifeline to your family for many many months. Still, our options are not limitless. It’s been a tough year for everyone and we will continue offering you the assistance that we extend to all of our customers so that you have the best chance possible to make it through 2020. Published on December 02, 2020
This company was great at first. But I work full time abs and can’t always request for the extra time till 8. Aand recently they have shut me off three times. Once after I had already payed… I will be looking for a new light company I suggest you do the same.. I have always payed. Maybe a couple hours late but that’s it. No loyalty to their loyal customers
Response: Mr Gray- You comments say that you have been disconnected 3 times recently and on one of those times you have already paid . You also say that since you work full time that you don’t have the opportunity to request the daily account protection option some times. It’s not a good thing to be caught in this type of scenario. It’s been a hectic year and we can certainly understand how easy it is to get distracted. That’s why we have so many options for customers and go to such lengths to notify customers who are getting close to the point of disconnection. We send daily account balance notification and if you are within 5 days of disconnection we will send additional low balance warnings. We specify the time we begin disconnections so you have a firm deadline to work with (12 noon). We offer the same day account protections that you mentioned. We don’t charge late fees and last year, we also eliminated reconnection fees ( we know of no other providers who don’t charge either a disconnection or reconnection fee… some companies charge both but we don’t charge either of these). In fact, if you get disconnected but have to pay in cash and cant get down to a payment center until after work… just call us and we will reconnect you before you pay as long as you commit to doing it that day. That’s a lot of options … and when it comes to fair pricing and helping our customers we don’t think any competitor compares. So what about your specific situation? You’re busy and just can’t keep track. We have a solution for you too. Its called autopay. You can set this up through your customer portal or you can call us at 888 963 9363 and we can do it for you . We can set up your account to add money every time it goes below a point that you pick. That way… you never have to worry about getting disconnected again. Published on November 30, 2020
Won’t terminate your service when you like. Will try to squeeze every penny they can. Won’t disconnect you and will charge you for the days before you can disconnect. Just terminate someone’s service when they ask for it to be terminated. Don’t keep charging them for days after they moved. Horrible business practice. Would definitely rate ZERO stars if i could.
Response: M- Your comments state that Payless Power would not cancel service when you asked and it seems like that is an effort to continue charging you even after you’ve moved. It’s definitely not good to accrue charges when you aren’t at the residence any longer and its understandable why you would be upset and not want to recommend us. I can assure you that Payless Power never intentionally extends a customer’s service for that purpose. The only circumstances in which we would not immediately process a service cancellation are as follows 1.) the request was on a weekend or after hours . This is because the local utilities who perform these orders do not work them outside of their normal operational hours. 2.) There was a deferred payment plan or tampering fees that needed to be paid 3.) The person requesting the cancellation did not confirm their security information. In your case it looks like you contacted us on a weekday via email. Since we have to confirm a customer’s security information prior to taking action on an account such as cancelling service etc, we emailed you back asking to confirm the PIN or service address. We didn’t hear back from you that day so we emailed you again once per day for the next 3 days. On that final day (Saturday) we also called an left a voice mail. You called us later that afternoon but since we were in the middle of the weekend, Monday was the earliest day that could be scheduled. That order was processed this morning and we are awaiting a response . I understand that this process can be frustrating and you may be thinking ”I asked you to cancel ! Why won’t you just do it ???” The truth is we are responsible for the security of your account and we take this very seriously. It’s as serious of an issue as your bank information or medical records. We try our best to balance convenience with security but will always defer to security . If you would like to discuss this more please call us at 888 963 9363 and a supervisor will be happy to answer your questions . Published on November 24, 2020
It’s not worth the trouble they over charge you and they never help the customer. Very impatient. Rude. And they just want to rush you off the phone. Management is rude. And they laugh in your face if you ask them questions. I wouldn’t recommend them if they was in hell just wanting a.c I will be disconnecting services by this weekend.bhad they been the way they was when I started with them they was awesome.
Response: Tiara- Your review comments say that you feel like you are overcharged and that Customer Care is impatient and rude. You also state that you feel like Customer Care never helps the customer. Feeling that way about your electric company is definitely not a good thing and its understandable that if you do feel that way that you would be frustrated and angry…anyone would. The good news that you never have to be afraid of being over charged . There are ways that you can independently verify that Payless Power (or any company you use in the future) is billing you for the electricity used at your home and no more. All retail electric providers in your area use the same meter reads provided by Centerpoint Energy, the electric utility that owns and reads the meter & transmits the power. Centerpoint’s meter at your home measures and reports meter usage every 15 minutes. This is not just sent to Payless Power but also to www.smartmetertexas.com , a site operated by the State of Texas to allow consumers to view their usage independently of their electric provider. Its free to sign up and once you do you can log on and compare what Payless Power shows that you used on a day to what came directly from the meter. We also understand that in times of financial stress and hardship a customer can feel desperate and panicked . This can make it seem like your electric company is uncaring and unwilling to help if they can’t offer you additional help. It’s easy to forget previous assistance. A lot of customers (regardless of the company) who may have been affected any the pandemic might fall into these types of feelings. Payless Power offers as much customer assistance as any electric provider we are aware of. We do not charge late fees, disconnection fees, reconnection fees, minimum payment fees, or assistance charges. We offer same day account protections to qualified customers. We participated in the State’s Covid-19 Assistance program which allowed some customers to defer paying their charges for months and worked with these customer to set payment plans to help them through this historically difficult time. As the program was ending, we worked with every single customer on the program to restructure these payment plans if needed so that they could either avoid disconnection or restore service without having to make gigantic payments. As you can see, we have a lot of options for customers but they are not unlimited. The good news is that even if you’ve ran out of internal options we have external options for you to help pay you bill etc. A supervisor will call you to discuss what is available for you or feel free to call us at 888 963 9363. Published on November 13, 2020
was told when we signed up that bthe rate would be $3 per day. no onw said that had a limit of how much we used each day/ we assumed the $75 would last 25 days and then we soon got a threat to turn us off. please listen to opur initial conversation recording
Response: Thank you for your feedback you are very important to us and we strive to bill our customer’s accurately. We will be happy to go over this issue with you to independently confirm it with you. A Supervisor will review your account and will contact you as soon as possible. Published on November 13, 2020
Very high service…
Response: We are so thankful for your review and would love the opportunity to speak to you about your charges, so that we can help you in any way we can. We invite you to reach back out to us via email or phone, so we can offer further assistance. Published on November 06, 2020
ABSOLUTELY HORRIBLE!!!!!! 1st I’ve been using them for 7months and all of a sudden my bill shoots from An average 3-4$ 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
