Extremely disappointed. I dont understand how in one week 3 without no electricity at all due to the weather outage i used up in 2 days what i use in almost 2 weeks. And to top it off no one was home??? Wow they really wanted to make up for what they lost in the 3 days of outage.
Response: Araceli- Your comments say that you were without power for 3 days that week with no one home but you still used the same amount of money in 2 days that you normally use in 2 weeks. You feel like Payless Power is trying to make up for the days that the power was off. Its very understandable that you feel that way. The winter storm has resulted record usage across the state but if you were without power for several days your billing could be based on estimations that were automatically generated by AEP because they meters were not transmitting usage data. Unfortunately we do not have a better way to handle the initial billing in these situations but we do have processes to correct it. We responded to your email about your questions yesterday but you were not able to speak to someone. A representative will reach out to you to help you through the options . We fully recognize how stressful the situation with the storm has been and commit to you that we will guide your account through the process of correcting your charges. 888 963 9363 Published on February 24, 2021
Easy and fast payment.
Response: Glad we can make your payment method easy as possible! Published on February 24, 2021
Easy and great service!
Response: Thank you so much for the feedback it's greatly appreciated! Published on February 24, 2021
Easy to make a payment & keeps you updated on your balance
Response: We are so pleased that you enjoy the daily messages via text, email or both-text & email. We truly feel this is the most powerful tool in maintaining control of the energy usage in one’s home. Thank you for your business. Published on February 24, 2021
Easy and great service!
Response: Thank you Jacob for being a great customer! Published on February 24, 2021
Yes I am customer and very happy to be . They are nice and understanding on the phone and automatically too os very helpful. I am very happy and please to be with payless power.
Response: Thank you for your 5 star review! We are proud to know that Payless Power meets your expectations and that you are satisfied with our service. Published on February 24, 2021
Just joined but very pleased so far. Thank you.
Response: We look forward to having you as a new customer! Published on February 24, 2021
Muy fácil y sencillos y súper rápido muy
Response: Published on
Completely horrible with no answer during a 6 day black out & was still charging when power was out they should be ashamed on how they treated ther custmers & family’s without eletric for 6 to 7 days & wanted to blame Oncore for the Chargers. & they are just as horrible as your services was ..
Response: Adrian- Your review comments say that you had a horrible experience because your power was out for 6 days and you were still being charged . You also state that in your opinion, Payless Power is trying to blame Oncor for its problems and no one answered your calls for 6 days. There is no doubt that being without power for 6 days during the worst winter storm in Texas in over a hundred years is a terrible thing. There was plenty of suffering to go around statewide so your anger is reasonable. You are also correct in that ultimately you are our customer so we accept our role as the focus of that anger. The best thing we can do is try to educate you on what happened, what’s going on now and what is being done currently to correct any billing issues you’ve experienced. The first thing to address is your power last week. Payless Power did not send out disconnection orders on any accounts last week and that is continuing this week as well. If you were able to see the news at all you probably heard that ERCOT implemented statewide rolling outages . On top of this , instability with the State electrical grid prevented Oncor from restoring some customers under the planned outages. This resulted in some homes being without power for days. This affected some of our own employees so we know acutely how awful that was. These outages also triggered the automated estimation processes at Oncor . Oncor owns and operates the meters in your area. All electric providers rely on Oncor data. If Oncor detects that its meters are not generating data their system automatically operates under the assumption that the meter is working but not able to report usage data. Our system then assumes those estimations are actual reads and generates charges. This can be infuriating to see your balance dwindle even though there is no power at your home . Anyone would feel like they were being cheated. We don’t have a better way to handle those types of situations but we do have automated processes to correct the billing as soon as we get the actual meter day from Oncor. That can take anywhere from a couple of days to a couple weeks depending on where you are in your monthly billing cycle. If this is too impactful for you we also options to help you get to the point where your billing is corrected. In short… no Payless Power customer affected by the storm has to move forward with no options. We can help. As far as no one answering … we need to get more information from you. Our team worked hard under very difficult circumstances to be there for our customers. We were operational last week for all of our standard business hours including limited after hours email support. In the afternoons there was little to no wait to speak to an agent. I’m not sure what was going on when you tried to call but I can also advise that in certain parts of the metroplex, cell phone service and even landline phone service was affected. Please call us at 888 963 9363 and we can discuss what happened and what we can do to help you. Published on February 23, 2021
Electricity was very high this past week. I was not even home. Unplugged everything, and set my thermostat to 65. So tell me how my bill went up this much????? Y’all are a joke!
Response: Wendy – Your comments state that your charges were high last week but you weren’t home and your thermostat was set to 65. You want to know why. Almost every Texas resident with an electric account saw an increase in their usage last week and it’s understandable why anyone who received increased charges for last week would be angry…. regardless of who their provider is. The first thing that I can tell you is that any increases you have seen were not due to an increase in your rate. Payless Power has not increased energy rates this year as is not planning to do so at this time. We also do not offer Indexed Variable rates that increase daily with the price of wholes electricity. I can also tell you that if you left your thermostat set to 65 last week while you were gone it certainly still ran non-stop. When high temperatures are in the teens and lows are down to -2 a central air system will not be able to effectively heat the home above 65. This happened at my own residence even with a fireplace. So what if power was out? If your power was out you may have a billing adjustment coming in the future. Oncor’s system will generate estimations for your usage if they do not receive usage data from your meter. Our billing system takes the estimated read and generates your charges automatically. The good news is that there is an automated process to true -up estimations as soon as we get the actual meter read. Call us at 888 963 9363 and we can advise when that should occur and advise of the options we have to assist you until that point. Call us and we can go over everything with you. Published on February 23, 2021