Super really easy
Response: We are truly thankful for you as a customer and we thank you for taking the time to leave a review for our company. Published on June 24, 2021
Great job on the service I like it so far and think it’s very easy to use.
Response: Thank you Tiffany for being a great customer! Published on May 07, 2021
Good and excellent company
Response: Thank you for the feedback it's greatly appreciated! Published on April 22, 2021
The reset password is not uploading right
Response: We apologize for the inconvenience, please contact us so we may assist on resetting your portal password. Published on April 02, 2021
Easy service payment system rates ok.
Response: Thank you Andrew for the feedback it's greatly appreciated! Published on April 02, 2021
I would line to thank you for reaching out to me about the concern of my account. Hopefully we can work this situation out. So both parties will be satisfied. Thank you for concern about my. Daughter we brought her home from hospital yesterday. It’s very important to keep service on when Terminally I’ll person is in the household. Thank u looking forward too hearing back from you. Have. A Blessed Day Lonnie
Response: Lonnie, Glad we can help! We appreciate your loyalty. We are proud to know that we meet your expectations and we are always looking to improvise our service. Published on March 04, 2021
I really actually like my service with payless power but on my billing statement for Feb. 15th when the power was out they charged me for 46 kws whuch is absolutely incorrect and because of that I have approximately 1 day left. when I calculate my bill every month I put enough ugh money on my account to last the whole month. So if someone could help me fix this that would be wonderful.
Response: Mr. Mullendore- Your comments state that you feel your usage for 2/15 is incorrect and it has put you in a difficult situation and you need assistance. Thank you for reaching out. Last week threw everyone in Texas for a loop. The good news is we have options for you. We re not disconnecting through 2/28. At that time you will be eligible for a deferred payment plan (DPP). You can arrange the DPP through your My Account Portal or through our automated phone line at 888 963 9363. A representative is also reaching out to get more information about your usage on 2/15. If your power was out during that day you may have received an estimation from Oncor and if so this will automatically be resolved around Sunday or Monday. Call us and we can discuss your options. Published on February 23, 2021
I had my thermostat in 64 nights and 68 day why im paying too much i have a chimney that i had on every day , i seal it the patio door and still pay to much? Ok
Response: Ms Vivas, You comments state that you do not understand how your charges could be so high when your thermostat was set to 65 and you sued your fireplace every day. Believe me when I say that last weeks weather hit everyone’s pocketbook hard. First ,rest assured that your energy rates did not increase. You are on the 12 month contracted rate plan so that energy rate is locked in. But we also have not raised our rates for our variable rate customers and do not intend to do so at this time . So in your case the increased charges are in relation to a sharp increase in usage which points back to your original; question. So what is going on. There could be a number of issues at play but the first is the record breaking cold. At one point it was -1 or -2 below zero. These are among the coldest recorded temperatures in our area since the national Weather Service was established in 1899. I can tell you that when its that cold the heater will run nonstop even if your thermostat is on 65 and you have a fire in your fireplace. I know this to be true because that was the exact situation at my house and the heater remained on every minute that I had power last week. Even at 65 a central air system cannot regulate the temperature inside effectively when the external temperature is in the 20s or lower. It will run continuously . Now, what if you were without power part of those days? If so, Oncor may have estimated your usage if it was not getting daily meter data. If this is the case… call us ta 888 963 9363 so we can go over your options until this is corrected. Published on February 23, 2021
Good company good rates
Response: Thank you so much Jaylin for the feedback it's greatly appreciated! Published on February 22, 2021
I haven’t been home since Sunday due to the power outage in my area, I didn’t leave my heat or any Lights on but I am still being changed daily for usage and my balance is critically low, because I’ve paid $75 in less then a week and I can’t afford to keep adding money to my account even if I’m not home. I hope this situation is resolved.
Response: Khamario- Hello- What you are experiencing is a side effect of the statewide outages related to the winter storm. Transmission and Distribution Utilities (AEP Texas, Oncor, Centrepoint, Texas New Mexico Power) own the power distribution infrastructure and the meters. Typically, a smart meter will transmit usage data in 15-minute increments, and they are very reliable. If the meter stops transmitting data. The Utility systems assume that the meter is still working but and that there is simply a problem with the data transmission. Because if this the Utility systems will automatically generate an estimate. At the end of a customer’s 30-day billing cycle they read the meter for the whole month which catches any discrepancies so the customer’s bill can be properly adjusted. This is a pretty straightforward and accurate process and the meter’s are accurate enough that there is rarely a noticeable issue. Unfortunately, this same process works during widespread outages due to extreme weather, grid damage, fires etc. The meter stops reporting data because there is no power, but the Utility metering systems still generate estimates, and these estimates are then sent to Retail Electric Providers. Payless Power also has automatic processes that bill customers daily based on the metering data that the Utilities send to ERCOT and then to us. Because of this, many customers are seeing charges on days when they had no power. The last time this happened on such a scale was during Hurricane Harvey. We do have good news for you though. Your money is not gone. We also have an automated process to adjust your account balance if you were over billed during this week’s winter outages. If you were charged for usage while your power was out this will be reflected at the end of your 30-day billing cycle when we get the monthly read from your local utility. If you would like to know approximately when that will occur, please contact us through your My Account Portal or at 888 963 9363.Our call center operations are back to normal so the wait time to speak with an agent is limited. All Payless Power agents have worked from home during the pandemic and like you have been without power for extended periods but we are back to full capacity. Published on February 19, 2021