customer service is slow
Response: Hello- To recap your issue, it appears that it took a long time to resolve an issue when you attempted to get assistance. Since you have only reached out to us on one day, I think I can pinpoint the issue. Mondays can generally have higher calls volumes and longer wait times. This is due to the fact that Retail Electric Provider in Texas do not disconnect over the weekend so many more customers are facing disconnection on Monday than on other days . You were not facing disconnection but need another type of assistance . You left a call back request and our phone system dud dial you back but with no answer and that basically started the process over for you. We do apologize for the inconvenience but are glad that we were able to eventually provided the needed support. Please note that we are working on the launch of 24/7 automated assistance options which should improve this issue. Published on October 11, 2023
I can’t afford it and I’m going to have no power tomorrow
Response: Mr. Bradford- Your review states that you cannot afford to pay your charges. That is a very stressful situation and would cause an extreme amount of stress for anyone in such a position. As a pre-paid provider, Payless Power does have options for customers who find themselves in a tough spot. One is a same day account protection. We offer this when a customer’s balance falls below $0.00 . Please note that once used, it cannot be used again until the account balance is brought to a positive state. We also offer deferred payment plans with easy terms and instant approval. If you have one of these you may not add another unless you accrued a large balance coming out of a heat moratorium. You may apply for either of these options via the automated phone system or your customer portal. If these internal options are exhausted, we suggest that you contact 211 on your wireless phone for a list of utility assistance agencies in your area. Companies that offer payday loan services like Ace Cash Express are also a potential solution for immediate assistance. Published on September 29, 2023
Sarisa (30136453) provided the worst form of customer service I have experienced with your company. To display displeasure on the call by huffing on the phone after hearing my “concern” or “complaint”. Then to not transfer me without reading THE MUST DO script in fear of being “dinged” rather than de-escalating the call by just LISTENING to the customers request. She needs more training and so does Daniel (32325), escalation sup, for understanding what quality assurance means and is for. Sure it’s part for employees but mainly for the CUSTOMER. Please listen to the call.
Response: Mr. Lazano- As mentioned on your previous review in which you complimented Nocole, we will also review this call for coaching opportunities. Published on September 29, 2023
Nicole’s customer service should be the standard. She was courteous and extremely thorough throughout the call. She provided all the necessary information I requested. She deserves some sort of KUDOS as she represents the company with integrity. I cannot say that for the previous representative who showed displeasure in taking my call. Nicole is an awesome rep!
Response: Mr Lozano- Thank you so much for the kind words about Nicole . She is an amazing representative for our company. We will look into your previous call and review it for coaching opportunities as well. Published on September 22, 2023
Do not recommend!! Too quick to put a switch hold very expensive and will not let you pay your own amount online wait is too long !!!! And will immediately place a switch hold and who pays only a $1 on a $160 payment plan I want out toooo much money !!!!!
Response: Ms Washington- Your comments show that you are frustrated because you cannot switch due to a switch-hold and you also feel that the service is too expensive and the wait to speak to an agent is too long. I am not able to pinpoint your account because there are multiple accounts with your same name and the email you listed on this complaint does not match any account in our system. This has been a tough summer for all Texas residents… it was the 3 hottest on record. That resulted in record usage across the state as homes struggled to maintain a comfortable temperature under the unrelenting heat. As a result, many customer’s needed assistance in keeping their power on and a deferred payment plan was the best option that helped countless Payless Power customers ( it sounds like you are included). Please note that if a customer agrees to a deferred payment plan, a switch-hold is applied immediately. This is not contingent on the amount of your installments. We do usually deduct your DPP installments at a rate of $1.00 per day because it helps customers with their cash flow. This would mean that if you have a DPP for $40 then a switch-hold would be in place for at least 40 days but you do have the option of paying it off early with no penalty. All you have to is notify us. Usually that is not an inconvenience as the average wait time is only around a minute, however on days in which long heat advisory expires, you may experience long wait times as thousands of customers are trying to call in at the same time. We are working on launching enhanced 24 hour automated options later this year. If you have further questions about the account or the switch-hold/DPP please call us at 888 963 9363 or email us via your payless Power customer Portal. Published on September 19, 2023
SOOOOO EXPENSIVE!!!! I’m paying for a two bedroom apt more than my sisters 4bedroom house w a pool. Do not recommend!!! Changing companies next week finally!!!
Response: Savannah- Your comments state that you are unsatisfied with the service because of the cost and you sister pays less for a 4 bedroom house with a pool. Everyone felt the impact of the summer heatwave and that sounds like an amazing deal but there are some ways that you can save money at Payless Power. The main thing would be to renewal at a fixed rate. You have been on a variable rate plan since your original contract expired early this year. By renewing you can lock in a low fixed rate . Call us at 888 963 9363 for more details. Published on September 19, 2023
Great fast work
Response: Thank you Ivette for being a great customer! Published on September 19, 2023
THANKS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Response: Thank you for the 5 star review! Published on September 19, 2023
Great an fast love it
Response: Thank you for being a great customer! Published on September 19, 2023
Cut them on today please
Response: Hello, we look forward to having you as a new customer. General time frame for new connection is 4-6 hours depending on the work load could be less than 4 hours. For any questions or concerns please contact via email at www.paylesspower.com or via phone at 888-963-9363 Published on September 19, 2023
