Don’t understand how we run out of power so fast and we’re barely home
Response: Thanks for contacting us about this Tatiana. We know that understanding your usage and your billing are important, and that being vigilant about your consumption is key for your services. Our My Account Portal displays your usage via the usage insight graph, and each billing comes with what you had used for each billing date. If you want a further breakdown of your electricity usage, smartmetertexas.com goes all the way to 15-minute intervals with your usage to better understand when you use the most. If you have any further questions or concerns, contact us at 1-888-963-9363 Published on January 16, 2025
too expensive. charges $4.95 fee terrible
Response: Thanks for contacting us Marcello! We understand that you may have some concerns with your billing and the Payment Processing Fee. While a $4.95 fee is applied to the account when you make a payment below $75, it should be noted that this fee is amortized into 5 daily installments of $0.99 per installment. Along with making payments of $75 or more, you can also enroll a card into AutoPay to avoid this fee. If you need further assistance, please call us at 1-888-963-9363 Published on January 16, 2025
Should make it easier to make partial payments to one account, i mean yall are a prepaid service so understably so people do at times have to get funds from more than one debit card. Thanks for consideration
Response: Hello Loni, and thank you for contacting us about this. We understand making split payments may be necessary and we would be happy to assist you with making them. If you are using two separate cards to add funds to your account, you must speak with a live representative at 1-888-963-9363 Published on January 16, 2025
Don’t understand why my bill keep getting bigger and bigger.
Response: Hi Crystal, and thank you for contacting us about your billing concerns. We know an increase in billing may be concerning and we would be more than happy to help you understand your usage and charges. You can find information about your overall consumption via the My Account Portal under the usage insights. Smartmetertexas.com also provides a breakdown of your usage, down to 15-minute intervals. You can also view your billing on the same portal, and each day will include what charges you are receiving for that billing date. If you need further assistant, please call us at 1-888-963-9363 Published on January 16, 2025
I became a customer in November of 2024. I thought that everything is going to be alright. It was ok until it was time to make another payment. That’s where surprises happens. I made my first payment a few weeks later. I check my account everyday and I noticed that I have been getting off scene charges. I called and talked to an agent who told me what the charges are for. I never heard of recurring charges being deducted for reconnect fees for a 10 day period. I thought you pay the balance of the bill to get a reconnection. But not here. They take it out the payment you made after paying the balance. So you’re making two payments for the reconnect fee. I am currently drained out of funds because of some rule. And I’m on a fixed income. I am in looking for another solution to get this problem solved Or make other options to get help
Response: Hello Sherhonda, We appreciate you for contacting us about your concerns, especially regarding the reconnection fee and how that is paid out. When customers make a payment to reconnect their services after being disconnected for non-payment, a $30 reconnection fee is applied to the account. This fee is amortized in 10 daily installments, with each installment being a $3.00 charge. We highly recommend that our customers make payments onto their accounts that will help maintain a positive balance and prevent future disconnections in the future. Published on January 16, 2025
Prices could be cheaper and it shouldn’t be a fee to add money
Response: Hello Debra, thanks for reaching out to us about your concerns. While we understand that you may be unsatisfied with the Payment Processing Fee, we would be happy to inform that payments of $75 or more do not have the fee applied to them. Furthermore, the fee can be avoided by enrolling a card into AutoPay, which can be done via the My Account portal. For any further assistance, please contact us at 1-888-963-9363 Published on January 16, 2025
Prices could be cheaper and it shouldn’t be a fee to add money
Response: Hello Debra, thanks for reaching out to us about your concerns. While we understand that you may be unsatisfied with the Payment Processing Fee, we would be happy to inform that payments of $75 or more do not have the fee applied to them. Furthermore, the fee can be avoided by enrolling a card into AutoPay, which can be done via the My Account portal. For any further assistance, please contact us at 1-888-963-9363 Published on January 16, 2025
Heartbreaking Experience with Payless Power – Felt Dismissed During a Tough Time: I’ve been a loyal customer of Payless Power for a few years, but my recent experience left me feeling deeply hurt and dismissed. I’ve been laid off and had to move in with family, and since December, I’ve been trying to terminate my service. After sending multiple emails with no response, I called today to understand why I was still being charged, despite not using the service since December 28th. The representative I spoke with made me feel completely dumb, explaining confusing fees without offering any real help. I asked for clarification and for crediting the days I wasn’t in the apartment, but instead of helping, I was talked over and dismissed. I asked to speak with a supervisor, hoping for better support, but Erica, the supervisor, only made me feel worse. She spoke to me in a condescending manner, repeating the same information without listening to my concerns. By the end of the call, I felt embarrassed and devalued. I’ve been a loyal customer for years, and to be treated this way during such a difficult time was heartbreaking. I just needed help, but instead, I felt small and dismissed. I never expected such poor treatment from a company I trusted, and it’s left me deeply saddened. This experience has been emotionally draining, and I hope Payless Power will reconsider how they treat their customers, especially those already struggling. No one deserves to feel this way
Response: Hello Geralisa, and thank you for contacting us with your concerns. It is important that we assist our customers properly and efficiently. It should be noted that you have been reached out to by our Customer Care Director with regards to your situation and we heavily encourage you reply back with any further questions or concerns. We thank you for your business and look forward to providing service to you again in the future. Published on January 16, 2025
Heartbreaking Experience with Payless Power – Felt Talked Down To During a Hard Time All I needed was a little help, but instead, I felt completely ignored and belittled. Since December, I’ve been trying to notify Payless Power of my situation and terminate my service. I emailed the company multiple times, but I never received any response. Then, when I noticed I was still being charged for electricity that I wasn’t using (since I haven’t even been in the apartment since December 28th), I called the company for answers. The phone call started off with me hoping to finally understand why I was still being charged, but things quickly took a turn for the worse. The representative I spoke with made me feel completely dumb.
Response: Hello Gerald, and thank you for contacting us with your concerns. It is important that we assist our customers properly and efficiently. It should be noted that you have been reached out to by our Customer Care Director with regards to your situation and we heavily encourage you reply back with any further questions or concerns. We thank you for your business and look forward to providing service to you again in the future. Published on January 16, 2025
Very disappointed that they shut my electric off. When I was in the middle of paying my bill, horrible service
Response: Hello Cynthia, and thank you for sharing your concerns with us. We know being disconnected is stressful, and we want to help you avoid this situation again. Payless Power informs customers of their balances every day in the morning, as well as urgent messaging should their balances be low or even negative. From here, customers will have until 12pn (noon) to make a payment to the account that will bring it to at least $20 positive, or request assistance for their balance (either with an Account Protection until 8pm that same day, or the owed balance being deferred with a deferred payment plan). If you have any concerns or further questions, please reach out to us at 1-888-963-9363 Published on January 16, 2025
