when are they going to update my account balance I had no light in and out of light but my bill just kept going higher Please and Thank You
Response: Argentina- You are asking when your account balance will be updated since your lights were off and on and the daily charges kept getting higher and higher. First let me say that we realize this is not good but we do have processes in place to get this correct and to prevent you from being affected until its fixed . A representative will be reaching out to you but I also encourage you to call us at 888 963 9363. We have options for customers in your exact situation. Published on February 23, 2021
My lights have been off since February 14 2021 and it’s February 19 2021 due to Houston having a winter freeze my lights are still off and I’m still getting charged fir it Why
Response: Curtis- Your review states that your lights have been off and you are still getting charges . You want to know why. The first thing to ask is “are your lights back on at this point?” If not please call our automated line at 888 963 9363. Follow the prompts to report an outage and you will be transferred to CenterPoint. Getting charges while your lights are out is about the most aggregating thing that occur with your account . This can happen when there are mass outages due to weather (i.e Hurricane Harvey) or an individual disaster such as a fire. The meter stops sending it’s data so automated processes at Centerpoint kick in which results in usage estimations. Our billing processes run automatically based on the usage data we receive so if its estimated, an adjustment will need to be made on the account. The good news there is an automated process for these adjustments as well. We will be working tirelessly to make sure that your account is adjusted properly . We just have to wait until Centerpoint sends us the corrected usage total. That will happen at the end of your 30day billing cycle and we have options. Call us at 888 963 9363 and we can help. Published on February 22, 2021
My usage went from $5 day to $15 .No power for 3 days but still charged this outrageous ammount. I cant afford this!. Cant even speak to anyone until monday. Terrible costly service now. Cant afford this. Even if I could. Who would!.
Response: Ms Kasula- Your usage tripled last week and at during the same stretch you were without power long periods and you cannot afford this. 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 meters 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. We do have options that can assist you until the account true-up is completed. Published on February 23, 2021
Fast, friendly and easy to understand. I’ve never had to ask for a manager.
Response: Thank you Krystal for the feedback it's greatly appreciated! Published on February 22, 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
We enjoy the convenience of a pay as you go plan rather than a monthly bill.
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 February 22, 2021
Love your service no complaints!
Response: Thank you so much for the feedback it's greatly appreciated! Published on February 22, 2021
This is crazy. I am in one room. There is no one else in the house with me. I put a $100 on my bill and I am being told it will only last for 5 days. This is ridiculous. I might as well find another company to go with and be on a contract.
Response: We are so thankful for your review and would love the opportunity to speak to you about your charges, so that we can help you in any way we can. We invite you to reach back out to us via email or phone, so we can offer further assistance. Published on February 22, 2021
Thank you very much for your kindness
Response: Thank you for being a great customer! Published on February 22, 2021
making payment was easy
Response: Thank you for sharing your service experience glad we can make your payment method easy as possible! Published on February 22, 2021
