I signed up for a fixed 3 month rate of .14 per kilowatt. Used 1367 kilowatts and was charged $219.19. That comes to .16 per kilowatt. My bill should have been $191.38. Be aware of their shady business practices. I called and was told that the delivery charge had gone up. That’s not a customers problem when you put it out there that it’s a fixed rate. Not cool
Response: Hi Keith- Please note that your energy rate is fixed however delivery charges from your local utility , Texas New Mexico Power can fluctuate. This is covered in the terms and is uniform across all energy retailers service the Texas de-regulated market. Unfortunately, you would not be able to find a provider who will cover this cost for you. Typically, TNMP updates its delivery charges twice per year on 9/1 and again on 3/1. The 9/1/ update is typically and increase and the 3/1 update a decrease however neither is guaranteed. Feel free to call us at 888 963 9363 for more info. Published on November 07, 2024
So I’ve been a customer for about a year now and I recently just bought a new place and I was told that in order to transfer my lights I have to pay $75 deposit along with setting up a new account. When did y’all start doing that??? I’ve had two coworkers who have the same company and when they got their lights put on, they didn’t have to go through this problem. I think for those existing customers who’s been with you guys you shouldn’t have to allow them to start over again on a whole new account just to transfer lights over? Most prepaid or other companies, do not this.
Response: Hi Christina and thank you for your business. Historically, we have always required customers to start a new account when moving and any new account must have funds matching or exceeding the connection balance in order to start service. If a customer has a significant available balance, we can just transfer funds from that balance to start the new account and the customer doesn’t have to make an additional payment. The amount required to trigger the request to start new service can fluctuate and at the time of your move it was $75. That’s the amount the system had to see on the account before it would generate the order. Sometimes, we change the cost required to start service to a lesser amount. Presently, its $40 but by law cannot exceed $75. We are working on a long-term solution to would allow customers to keep the same account when moving . Published on November 07, 2024
1-star for Customer Service. I spoke with a customer service agent and two different supervisors, and none of them would refund the $20 late fee on my first bill due to a misunderstanding on my automatic payment setup. I immediately paid the bill when I was notified that the bill was not automatically paid. I thought auto-pay was set up, learned it wasn’t, paid my bill immediately, signed up for auto-pay for future bills, and then asked them to please remove the late fee due to a misunderstanding on my automatic payment setup. Everyone that I asked denied the request. To me, this is no way to treat a brand new customer. I’m very surprised that their customer service was this poor.
Response: Mr. Van Velson, Your comments state that you asked for your late fee to be waived because you though you had enrolled for autopay however the autopayment was not processed. A supervisor reviewed the account and refused to waive the fee. Upon further review, the decision has been made to waive the fee and you will now see your balance due has been adjusted. Feel free to call us at 888 963 9363 for more details. Published on August 26, 2024
This company charges me $400 a month for a one-bedroom house with one person living in it 400 a month My bill should never be over 180 and that’s in the hottest of months in West Texas this company is taking advantage of people with lower credit scores and having to use this no way in the world I should ever be paying $400 a month for the size of my house It’s morally wrong.
Response: Hello- Your comments state that you live in a small home and feel like you were over charged this summer. Its understandable that you may feel this way in the middle of a record-breaking summer. Please note that your plan is a fixed rate contracted plan meaning that your rate is locked in. We cannot raise the rate. The variation in what you pay is based on the amount of power you use daily. Also please note that Payless Power does not own your meter or perform your meter reads. This is done by your Utility , AEP Texas. This means that your usage would be the same regardless of the provider your select . You do have the ability to audit your meter reads to ensure that your electric company is billing you accurately. You can do this by enrolling free of charge at www.smartmetertexas.com. Published on November 07, 2024
I have reached out to Payless Power Customer Service to try and get a very important matter resolved more than three times now (I have record of all three requests) and I have still yet to receive a response from anyone. Extreme carelessness and very poor customer service.
Response: Ms Houle, Our records show that a supervisor responded to your issue on 30 minutes after you posted your review. Please let us know if you need additional assistance. 888 963 9363. Published on November 07, 2024
They have my worst customer service ever my lights were disconnected after I was told I had 10 days to pay them smh they also close at 5pm and their voice automated system is broken it won’t even let you make a payment
Response: Hello- Your comments state that you were disconnected with out proper notice and you were not able to make a payment to reconnect using the automated service. Our records show that disconnection notice was issued to you on 7/27/24 which advised that your account would need to be paid in full by 8/6/24 in order to avoid disconnection . No Payment was made however Payless Power could not disconnection due to a heat advisory in your area. The date of your disconnection on 9/4/24 was the first available date that you were eligible for disconnection due to the 7/27/24 letter. You did receive another invoice and subsequent disconnection notice as well and that letter advised that you would be disconnected if you do not pay that invoice by 9/13 however this did not override your initial notice. I do see that you made numerous attempts to make payments via credit card after your were reconnected however most of these were declined. Please note that the billing address on your card must match that on your Payless Power account if you are trying to use the automated phone system. You can add the card’s specific billing address if you use the My Account portal to add a card. Published on November 07, 2024
The company has a switch hold on a rental property and is refusing to remove it because I, the owner of the property, am not the account holder.
Response: Mr. Gonzalez- If you are the owner of the property and provide documentation (including a signed affidavit ) showing this the switch-hold can be removed. However, if there is other associations linking you to the tenant then you may be responsible for paying off the remaining any unpaid deferred payment plan balance or tampering charges in order to lift the hold. Feel free to contact us at 888 963 9363 to discuss these options. Published on November 07, 2024
I recommend this light because it’s amazing and great and awesome
Response: Thank you, Mia- We are honored to serve your household. Published on August 26, 2024
I want to know how I can pay my Payless power online and how can I login to my account
Response: Mr Falsario , There is a link to your Payless Power My Account Portal on your daily messages . You can also pay 24/7 through our automated system by calling 888 963 9363 and following the prompts. Thank you for the opportunity to server your home. Published on August 26, 2024
I would give 0 stars of I could. They lie to you it’s not 40$ to connect lights. Even though website says so. They don’t hold true to what they advertise. Not only does their website claim it other websites that advertise for them claim so as well. When I called to confirm the representative confirmed the 40$ start up fee. I just needed a quick set up to my new place until I got paid because my apartment was done sooner than I expected. No lights by the next morning so I called back and they said that I have to pay 35$ more or my service would not be connected. Offered to refund and cancel but I would have to wait 7/10 days for refund. I have a 1 and 3 year old in AUGUST IN TEXAS. All because they’re greedy and refused to just tell me it’s 75$ start up. I could’ve took my money to a company who could’ve met my needs. Now I have to figure out how to make things work for a week. Instead of them taking responsibility for their mess up. They decided that it’s my fault and I have to come up with the money or it’s the heat until I do.
Response: Mr Page, You have stated that you were advised that the cost to start service was $40 when it in fact was $75. Our records show that a supervisor was able to review your situation and adjust your account so that you able to get your service started the following day. Thank you for your patience . We do realize the hardship that this issue caused and have taken steps to prevent any future occurrences. Published on August 26, 2024
