There is not a choice for negative star so I put one. I called in, it took a huge amount of time to get signed up and they failed to tell me that because of the holiday it would take three days.. I have to clean and show a rent house and last night I had to show it in the dark. I keep a credit balance with this company… that is over. I will never use their service again. Three days??
Response: Hello - thank you for your review. It appears that your meter is either of the type that cannot receive connection the signal or a meter needs to be installed. If either of these scenarios come into play the connection date can be pushed out by AEP because a technician must visit the address. Call us at 888-963-9363 and we can troubleshoot the issue for you.
I just called and spoke to a customer representative because I had not received my promotional credit from when I moved in. She basically said that I wouldn’t get the promotional credit that I was TOLD I would get and said that I owed them $8 more because THEY messed up. So glad I switched to this company only to have my money STOLEN from me. I am so upset and disappointed with this service that I am looking into different electricity companies.
Response: Caitlin - thank you for taking the time to post your feelings about your service. We regret seeing that you feel your money was not utilized properly. We take great pride in treating our customers fairly however there are occasions in which the customer will still disagree with a policy or decision. Please note that your concerns involve an account that was created due to an incorrect address that was provided during enrollment. Service was connected at the address so we had to take steps to return the service and usage to the previous provider. Typically, this results in the original provider accepting the service and usage so our customer is not responsible for the charges accrued during the unauthorized switch. If the original provider does not agree to reacquire the service then the customer would be responsible for that usage. If it was Payless Power's error then we would of course pay for it. We always accept accountability if an error is caused by our system or one of our employees but that was not the case here. Promotional credits are reversed if an account is not open for 90 days so it would also stand to reason that a promotional credit applied to an account on an incorrect address would be reversed. We do however add a new credit when we create the new account at the correct address. When an incorrect address is provided it is impactful for all parties involved... the customer attempting to start service, the customer who has had their service switched without their knowledge, and the companies facilitating the changes. Payless Power attempts to make this as seamless as possible for everyone involved by using State mandated procedures and timelines. Call us at 888-963-9363 and we can provide a written supervisory review.
I live in a small apartment. With the same routine pretty much everyday. I dont cook at home. I wake up and set my ac to 75 right before i go to sleep i set at 72. I watch some tv and thats about it. So how is it possible for my usage jumps up almost $3 in one day. That makes no sense at all. Payless Power $5.22 (43 KWH) used on 6/19/2017. POSITIVE $34.29 balance. Appx 5 days remain. Saved $1.12 by maintaining $35.00 and then it goes to PaylessPower.com $8.03 (55 KWH) used on 6/20/2017. POSITIVE $26.15 balance. Appx 4 days remain. Increase balance above $35.00 for discount. Again this makes no sense.
Response: Jesus - thank you for reaching out. Please call us at 888-963-9363 and we can provide a private and detailed analysis of your account. The one factor you did not mention is the weather. Many Texas residents that are new to pre-paid service (and daily usage updates) assume that the leaving the thermostat on the same temperature will result in the same usage and charges every day. This is not true. The external temperature is the biggest factor in your usage. We have had heat advisories throughout Texas over the 2 weekends. Some areas had temperatures near 100 with over 40% humidity. It felt like 111. When this occurs your unit will run non stop. If a rainstorm comes through the area, the temperature drops for a while which could result in lower usage than normal. The difference with pre-paid service is that we show you what you are using every day. If you have used post-paid service in the past, you received a bill for one amount at the end of the month and did not see the daily fluctuations. You also did not have a chance to make adjustments because it was already too late by the time you received the bill. Call 888-963-9363 and we can go over your usage and also show you how to enroll on www.smartmetertexas.com which will show you when the most power is being consumed at your house. You can also use this to make sure we are only charging you for the power you use.
I hate this company it is a real ripoff…..i wasnt even home on the weekend of the 17 of june and i was charged 7 dollars and something in a day when its is normally 4 dollars used daily…….in two days anything i put on the account is gone……i am loosing more money with this company than any other company…..i wouldnt recommend this company to anybody even if it was free…..They suck!!!!!!!!
Response: Hello - we are regretful you feel that you have not been billed fairly. Payless Power uses your actual usage as reported by your meter. This usage would not vary by company on a given day as all companies use the same meter data. Please call us at 888-963-9363 and we can go over your daily usage and show you how to confirm that the usage is correct.
The service was nice at first but now this is getting ridiculous. I have managed to keep it between 4 to 5 dollars a day now all of a sudden I’m using 10 to 12 dollars a day?! What I was doing with my lights has not changed. I use the same routine over and over. Very unsatisfied and starting to think I am wasting my hard earned money. I’ll be looking into another electric company. Also not a fan of how you guys bill two days late.
Response: Ashley - thank you for your comments. We are regretful to hear that you do not feel you are being billed fairly. The most important thing to bear in mind is that temperatures increased significantly in North Texas this week. This can result in drastic changes in your daily usage even if you do not touch your thermostat. The hotter it is outside the longer and harder your AC will have run to compensate. Call us at 888-963-9363 and we can go over the details with you and also show how you can confirm your meter reads at www.smartmetertexas.com.
I wish i could give 0 stars. Customer service is horrible. No people skills at all. All they say is they’re sorry and they cant do anything. They don’t have their info straight. When did the rates change!?!?!?! I wasn’t notified. Funny they changed at summer time. Price gouging at it’s finest. Will be looking for a different provider if Payless Power doesn’t get they’re act together or provide good rates. Other companies have better deals.
Response: Jose - thank you for your comments. We are glad that you've taken time to share your thoughts. This is an important step in being able to provide the best service possible. Our records show that we haven't spoken to you in close to a month so please call us at 888-963-9363 and we can go over your charges in detail. We can also show you how to verify your usage. A feature we have added that you can take advantage is the Flex Pay discount. Maintain a positive balance of just $35 and we will reward you with a discount. The discount is presently 2.6 cents off per kilowatt hour, which is a 20% savings off of our standard rate! 20% savings plus giving yourself a cushion against disconnection by simply maintaining a $35 balance is a win/win! Call us at 888-963-9363 for more details.
I received horrific service from XXXXXX on 06/14/2017. She needs customer service training. Gave one star, because that’s the minimum allowed.
Response: Charlotte, thank you for your comments. We take this type of feedback very seriously and will review the call for any improvement opportunities.
I am so mad at this company. Keep getting charged 8 plus dollars a day and my a/c is not even on !!! They just take a guess on how much you use. I switched to pay less not to pay more. Jesus Christ I am on disability and can not afford this. Customer service is really bad as well. I think it is time to contact my attorney. Last time I checked it was against the law to RIP PEOPLE OFF !!
Response: Juliane - thank you for reaching out. We are sorry that you feel that you are not being billed fairly. We take these comments very seriously and seek to educate our customers on the very best way to lower their electricity usage. A manager has reached out to you and prepared a full written supervisory review that will hopefully illustrate what's going on with your usage. Call us at 888-963-9363 if you have any questions about the document.
This company is a joke. I’m looking to switch. I feel like I’m getting robbed. I’m gone a lot out of state and some days my daily charge is higher than when I’m home. How in the hell is possible when I live by myself and I’m not home for a week??? Why is it high and I’m not even home… Robbery at it’s finest
Response: Kenneth - thank you for sharing your experience. We are regretful its not been a positive one. As a retail electric provider we don't perform your meter reads but we can show you how you can confirm your reads against what we bill you for. You never have to wonder if you are being billed fairly or accurately. Just call us at 888-963-9363 and we can review your charges with you.
Worst customer service. The only thing that i like about this company is the send you an update of power usage. But at the same time they also show how much you’re getting ripped off.
Response: Jesus - thank you for reaching out. We are always very concerned if one of our customer's does not have a clear understanding of their billing. This can sometimes result in a customer feeling that they are not being charged fairly. We can clear this up though so please call us at 888-963-9363 so we can go over your account with you.