I pay $40 every 3 days which is insane! They over charge you just because they can I feel the reviews are fake or people who work 16 hours a day and is never ever at home. This sis insane I’m switching very soon.
Response: Mr. Henton- To recap, your comments state that you feel like you have been overcharged. It can definitely feel overwhelming when you are struggling to keep up with your charges. Please note that Payless Power does not inflate or estimate your usage, though. You can confirm your reads at the same time we receive them from Oncor. You can do this by registering your meter at www.smartmetertexas.com . The information needed to enroll on this site is posted on your Payless Power my account portal. Published on December 16, 2023
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.
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
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
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
SOOOOO EXPENSIVE!!!! I’m paying for a two bedroom apt more than my sisters 4bedroom house w a pool. Do not recommend!!! Changing companies next week finally!!!
Response: Savannah- Your comments state that you are unsatisfied with the service because of the cost and you sister pays less for a 4 bedroom house with a pool. Everyone felt the impact of the summer heatwave and that sounds like an amazing deal but there are some ways that you can save money at Payless Power. The main thing would be to renewal at a fixed rate. You have been on a variable rate plan since your original contract expired early this year. By renewing you can lock in a low fixed rate . Call us at 888 963 9363 for more details. Published on September 19, 2023