I don’t know why they hate their customers. I started paying $40 every week and a half consistently, and now I’m paying $10 a day for less than half my usage while the temperatures drop in my area. I guess it’s a promotional deal: “If you stay with us long enough, we show our appreciation by gouging you into oblivion!” I’m going to a provider operated by people that DIDN’T drop out of kindergarten.
Response: Mr Wood- Your comments show that you are very upset because you feel you are being gouged. Please note that your usage has doubled as temperatures have dipped . If you log on to your customer portal you will see usage graphs that will display this. You can also confirm your usage by registering with www.smartmetertexas.com. The registration info is posted within your portal. You are correct that process on variable price products like yours have increased considerably this year but this is prevalent across the board with all providers as the price of natural gas reached 15 year highs earlier in the year. We are competitive in pricing with any major competitor. Call us at 888 963 9363 and we can discuss cheaper solutions with a fixed rate . Published on November 23, 2022
Lied to me said I would not be disconnected after a $50 payment and long agreement and extra $20 fee for waiting on rest of payment by noon next day.
Response: Danny- Your comments state that you were disconnected even after being told that your partial payment would prevent a disconnection . You ended up not getting your service restored until noon the following day. This is a huge problem and these timeframes are unacceptable. The account history shows that a disconnection order was actually submitted on Friday to Texas New Mexico Power but not completed until Monday. You did call us around noon and agreed to a payment arrangement. A reconnection order was sent but not completed until the following day. We are researching to determine the nature of the problem but on the service this appears to be an issue with the meter not receiving the remote signals sent by TNMP. The representative that you spoke with did not mislead you. Your payment did result in a reconnection order being generated . The delay by TNMP has not yet been explained but we are researching and a supervisor will contact you once we have determined the cause. Published on November 23, 2022
Very disappointed with my services. It took two hours to get someone on the phone. I made a payment within minutes of the disconnection order and was left waiting over 2 hours for my services to be restored. When I finally got someone on the phone I was told I waited for nothing just to be told they were going to have to send someone out to try an restore my services. Wouldn’t recommend the company to anyone I know it’s not worth the hassle.
Response: Ms Cook- Your comments state that you made a payment within minutes of the disconnection but it took a lengthy amount of time to get your service restored. You waited for over two hours for someone to respond only to be told that a technician would need to be sent to your home to perform the reconnection manually. Being without power for any amount of time is a huge deal so you have a right to be frustrated . Our records do show that it took about 4 hours to restore service and this would have been due to an issue with the meter not being able to receive a remote signal. Please note that Oncor is the organization responsible for performing these requests and they automatically sent the truck once the remote signal had failed. While these types of delays are actually rare, the best approach is to avoid a service interruption my posting funds before the disconnection request can be generated. Please make these payments no later than 12:00 noon Published on November 23, 2022
6 hours went by without power and no explanation whatsoever why a service that is supposed to take up to 2 hours only is taking over 7 hours. Tried communicating with their Customer Service but no response. Terrible, terrible Company!!Please, anyone wanting a Power provider,please don’t come here. This Company does not care about Customer Service. I can’t wait to post my reviews on their Social media pages!!
Response: Tebelolo- Your comments state that your power should have been reconnected within 2 hours , you tried communicating with customers service but did not get a response and this make you feel that Payless Power doesn’t care about customer service. First let me say that your assessment of the normal time fame for reconnecting service is correct. Typically, this occurs in under 2 hours. Since this timeframe was not met it is easy to understand why you are upset. Not having power when you expect it is a big deal. I do see that you made a payment in the pre-dawn hours of Sunday morning. A reconnection order was issued immediately to Oncor but not completed until later that afternoon. We have confirmed that Oncor did indeed have delays in working their orders over Sunday and sadly that is out of control and you would have experienced that same delay with any provider since Oncor handles all service order in your area . The question is, were we appropriately response to you? I do see an email response to you about an hour or so before your power was restored. A supervisor will check to see if there were other messages from you and that the reply was sent in a timely fashion. A supervisor will reach out to discuss. 888 963 9363. Published on November 21, 2022
It’s ok would. It recomemd pre paid services but that’s alli all to do to get light on
Response: Ms Vela- Your comments state that you selected a pre-paid service to get your lights on. Thank you for choosing Payless Power and I’m glad we could assist. There are many advantages to pre-paid service and we hope that once you start receiving daily updates it will help you manage your electricity usage and save money. Call us at 888 963 9363 if you have any questions regarding how the service works. Published on November 21, 2022
These 5 star reviews have absolutely GOT to be fake. Not being able to make payments less than $20 was annoying enough, but now not being able to make payments less than $75 without being charged a penalty fee(stop calling it a service fee… it’s a freaking penalty) of $4.95 and now not being able to use payment methods that don’t match our accounts billing address? Riddle me this, what if a friend wants to pay for my electricity to help out, then what geniuses? This company hasn’t just gone down hill, it’s crashed and burnt and I’m outta here because there are definitely less shady pay as you go energy companies
Response: Abdul- Your comments state that you feel like the $4.95 minimum payment fee is a penalty and you are also unhappy that we will now require an address verification on card payments. Change can be alarming and your reactions is understandable however I think we can clear up your concerns. You are correct in that there is a $4.95 minimum payment fee for payments less that $75. However there is a way that you can avoid this. You can make payments as low as $40 by enrolling in autopay. Also note, that you are not being charged more for your service by making a larger payment, you pay the same amount based on your usage but have to make fewer payments . This reduces the amount of payments and calls to our call center which allows us to reduce cost and lower our variable rate plans and rates for new customers as well. Your friend an always make a payment for your using their card. They just would need to call in to the customer care at 888 963 9363 or use the automated phone system. You would need top provide your account number etc. They must know the billing address for their card however. Published on November 21, 2022
Terrible site is a terrible service. I can’t go to my personal account to send an email. My children are about to freeze.
Response: Mr Krugliakov- Your comments state that the website is terrible and you were unable to send a message. You were afraid that your children would freeze. Any parent would have those concerns for their children if they could not reach their electric provider. Your frustrations are understandable because there were site issues earlier in the week however I am happy to say that your service was not affected in any way. We had no issues with our toll free numbers and you can always reach us by phone from 8:30 AM to 5:30 PM Mon- Sat. 888 963 9363 Published on November 18, 2022
They will steal your money !
Response: Ms. Vonner. Your review says that you feel like Payless Power steals money from customers. Electricity rates have gone up across the country (including Texas) for everyone as wholesale costs have increased . But this does not mean we steal money from customers. We bill you per the terms of your plan and the daily usage your home consumes. We will be happy to go over this with you and show you how to register with www.smartmetertexas.com so you always can be sure that your meter is reporting the correct usage. . Please call us at 888 963 9363 to discuss. Published on November 18, 2022
Thanks for everything.
Response: Thank you for being a great customer! Published on November 18, 2022
Fast and easy great service easy process with the payment and everything I will recommend you all to everyone needs help.
Response: Thank you for your 5 star review! We appreciate your loyalty. We are proud to know that we meet your expectations and we are always looking to improvise our service. Published on November 18, 2022
