Payless Power Reviews

Tim H. in DALLAS
Published on July 21, 2021

Response: Thank you for your feedback. Your review comments state that your account was disconnected even though autopay was already in place. We can definitely see why you are not satisfied with the service due to being disconnected even after attempting to activate autopay on the account. This is not a good thing as the autopay is to always keep the balance positive to prevent disconnections from occurring and having one less thing to worry about. We have reviewed you account and determined the cause of the issue. A disconnection went out on 7/15/21 and autopay was added that day as well, but a payment had to made in order to generate the autopay. A payment was attempted several times but was declined all times till payment was finally processed at 1:04. At that time once payment processed the account was then enrolled in autopay. Upon reviewing the account, the autopay went active on 7/15/21 & should now be receiving daily notification of your autopay reminders letting you know when it reaches a certain balance & will confirm once processed. Because the autopay was not added at the time your disconnections occurred and you had to manually make a payment before noon to avoid disconnections, unfortunately this is what caused the issue. The good news is now that autopay is now active and going forward, you should not have to worry about a negative balance as long funds are available. An autopayment will generate anytime it reaches it threshold avoiding disconnections. Please call us at 888 963 9363 if you have any other questions. Published on July 21, 2021

Elica B. in Terrell
Published on July 20, 2021

Response: Elica- We can definitely see why you would be upset that there was a charge just days before you were suppose to get a refund. Upon reviewing the account the autopay was active on your account generating automatic payments once the balance reached the threshold. Since the account was still active at the moment it was added to your account. We do show once the account terminated there was a refund preformed for $69.77 for the remaining balance that was left over once the account fully terminated. We would be more than happy to confirm it with you by emailing an itemized statement. Please contact us at 888-963-9363 so we may further assist you. Published on July 20, 2021

Irene L. in San benito
Published on July 20, 2021

Response: We understand how alarming this would be to get a charge of $20 just for one day of service after being told this was the cheapest plan. We would love the opportunity to speak to you about your charges, so that we can help you in any way we can. Please keep a couple of things in mind. The first this is that the daily fee includes up to your first 17KWH of usage each day. Anything over that will be charged at the low KWH rate . There is a breakdown of this on your Electricity Facts Label under plan documents in your customer portal. You are not being charged the daily fee in addition to all of your usage. The fee covers the first 17KWH per day or first 510 KWH in your 30 day billing cycle. What if you don’t use 510? Our system will reconcile your account each month to ensure you are not being overcharged the average monthly KWH rate listed on your plan document. A supervisor can see what was used at your residence last summer to see if its in alignment . We can also show you how to independently verify if Payless Power (or any company you may use in the future) is billing you for the actual usage you consumed. All retail electric providers use the same meter data and this can be checked free of charge via Www.SmartMeterTexas .com . This is a site operated by the state and is not affiliated with Payless Power however the information you will need to enroll is listed in your customer portal. Published on July 20, 2021

Stevie G. in San Angelo
Published on July 16, 2021

Response: Thank you for submitting your concern, we can definitely see why you’re making the attempt to reach out to us. As per your concern you are stating that you feel that you are being overcharge for your usage and unsatisfied with the initial payment of $70 that lasted only 4 days. Allow us to explain what occurred on the account. Please keep a couple of things in mind. Your service required a $70 initial payment and based on your account information looks like you made a $75 payment instead. Please note that $75was only used for your usage. The $70 initial payment is not a deposit everything was used towards your usage. Upon reviewing the account, the service started on 2/11/21 & the balance was positive on 2/23/21 with $10.75. The last a payment that was made $20 on 2/23/21 brought account balance to positive $27.81. We will be more than happy to go over your usage for the 3 days where you stated that you were gone. Please keep in mind that there is a daily fee that includes up to your first 17KWH of usage each day. Anything over that will be charged at the low KWH rate. There is a breakdown of this on your Electricity Facts Label under plan documents in your customer portal. The fee covers the first 17KWH per day or first 510 KWH in your 30-day billing cycle. We can also show you how to independently verify if Payless Power (or any company you may use in the future) is billing you for the actual usage you consumed. All retail electric providers use the same meter data, and this can be checked free of charge via www.SmartMeterTexas .com. This is a site operated by the state and is not affiliated with Payless Power however the information you will need to enroll is listed in your customer portal. At this time, we will like an opportunity to go over this information with you, A customer care Supervisor will be contacting you soon. Published on July 16, 2021

Khadijah M. in Houston
Published on July 08, 2021

Response: Mr.Mbingo – You comments state that you lost your job due to covid and that you moved out of your apartment with a very large unpaid balance and now the new tenant is having problems getting service because there is a switch-hold associated with your account. You also state that you continue to be charged after your service was disconnected and this is not fair . Because of these things , you state that in your opinion Payless Power does not care . First let me say that being affected financially by covid is a terrible thing that has affected millions of people in this country. There are assistance programs designed to specifically help [people in your situation. We have sent message to your phone and email multiple times per week for the last couple of months alerting you of these programs. We can still help if you call us at 888 963 9363. Now if you left your residence with months of unpaid charges and a switch-hold on the account then yes this can cause delays for the next tenant . It is your responsibility to settle your deferred charges so we can remove the hold. If you no longer live there, there is a process the new tenant will need to follow to get power. They should contact their provider of choice who will begin the process on their behalf. Also please note that Payless Power bills 2 days in arrears. That means if an account gets disconnected on Tuesday, there will be 2 additional days of charges forthcoming . This is because the charges for Tuesday were actually from Sunday so if you got disconnected on Tuesday you will be billed for Mondays’ charges on Wednesday and Tuesday’s charges (billing stats and midnight and disconnections are generally not completed until after 12:00 noon). Once those charges in arrears are caught up an account will not be billed while disconnected. We will be happy to go over this with you in detail including how to apply for assistance to pay off your past due charges. Please call us at 888 963 9363. Published on July 08, 2021

Courtnee S. in Fairfield
Published on June 23, 2021

Response: Ms Strawther- In your comments you indicate that you are extremely dissatisfied with the Payless Power rates and suggest that due to this customers should stay away from Payless Power. I have been able to locate your account and after seeing your daily charges can certainly understand why you would feel that way but a review of the account points to high usage as the source of the high charges you have experienced. In the few days that you have been on our service we have not raised your rates. In fact rate changes on the variable plans are actually pretty infrequent. What does change is the amount of power used at the address. Pre-paid service shines a bright light on high usage and energy inefficacy and some research on your address reveals a couple of factors that very likely are contributing to the high charges. A supervisor will reach out to you to discuss. Also feel free to reach out to us at 888 963 9363 for more information. Published on June 23, 2021

Britteny B. in Houston
Published on June 22, 2021

Response: Ms Brown- In your comments you have expressed frustration because you applied for assistance 2 months have yet to receive it. Its hard to imagine the stress this must cause so your frustration is completely understandable. As you may know , Payless Power is not the administrator of the Texas Rent Relief Program . This is a State program that dispenses federal relief funds. A supervisor will be reaching out to you to see what we can do to ensure that you have any documentation that you need but beyond that we are unable to expediate the process. What we can do is offer assistance in the form of a payment arrangement that you can handle until your aid comes through. It is essential that you speak to us this week as the Public Utilities Commissioner has lifted the Winter Storm Moratorium and disconnections are now set to resume on 6/29/21. You do not have to face disconnection or come up with a large down payment. We are here to help and have great options to assist. Please contact us at 888 963 9363 for assistance. Published on June 22, 2021

Jesse C. in Lufkin
Published on May 03, 2021

Response: Jesse- Your comments state that you get charged $3.00 per day as a recurring fee which comes out to an extra $100 in addition to your charges. This makes you feel like you are paying an extra $100 per month on top of your charges. Let me say that no one wants to feel like they are being taken advantage of so if that is your understanding of our plans, there’s little wonder why you’re upset. Anyone would be. Fortunately, this is not how the plan works so we can reach out to you to cover the plan details with you . It is true that your plan comes with the $2.78 daily fee that was disclosed upon enrollment. The important factor with this plan is that this fee includes your first 17KWH. For example, if you use 24 KWH during a day you would not pay $2.78 and for 24 KWH. You would only pay the daily fee and for 6KWH at the established per KWH for your plan. If you use under 17KWH on some days and over 17KWH on others then our system will perform an automatic true-up at the end of the month to ensure that you receive the rate listed on your Electricity Facts Label. On top of this Payless Power does not charge the commonly applied fees that many of our competitors apply . This include disconnection fees, reconnection fees, late fees, assistance fees, fees to pay with a live agent, fees to pay through the automated phone systems and fees to pay online. Once you understand how the billing truly works and the options we extend to our pre-paid customers you’ll see that Payless Power is actually a very good option for someone who is budget conscious. A supervisor will reach out to explain this and answer your questions. You can also call us at 888 963 9363. We’re here to help. Published on May 03, 2021

Michael Z. in Houston
Published on March 25, 2021

Response: Mr. Zoleta- Your review comments say that although you have a pre-paid plan its not working for you because the service continues even when there is no available funds. You also feel this results in surprise bills . You also state that customer care is never available and doesn’t return your messages. Let me say that if this were my impression of my electric company I would not recommend them to anyone either. The good news is there are probably some pretty simple explanations to your concerns. First let me say that since Winter Storm Uri , Payless Power has adhered to the Governor’s executive order to halt discussions until further notice. In addition we still send daily texts and emails with account balance and usage information to every customer on a daily basis. If we don’t have your most current contact information you may not be receiving your notifications. Most customers state that the very best part of our service is that there are no surprises. No one using Payless Power is ever surprised when they open their paper bill at the end of the month. This is because we don’t sent out monthly bills. We send daily texts and emails which gives every customer a fighting chance to make adjustments so they can stay within budget. Please call us at 888 963 9363 and say that you are calling about a review response and that you need to speak with a supervisor. We would like to get some more information about your statement that you can never reach anyone and no one replies to your messages. Since the storm, our average wait time to speak to a live agent is about 45 seconds which means that there is always someone available during business hours. We can research your phone number or take a deeper look into what is causing the communications issues that you are experiencing. We do not have a system for customers to leave voice mails so we need to confirm you are calling the right number. We think that your situation can be easily fixed and thank you for taking the time to let us know that you need assistance. Published on March 25, 2021

Tameshia H. in Fort Worth
Published on March 16, 2021

Response: Thank you Tameshia for the feedback it's greatly appreciated! Published on March 16, 2021