22 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Michelle C
1 star09/18/2023
Payless power will not allow you to disconnect. This is a prepaid service. And they require for you to pretty much have a balance at all times over $25 more like $50. So with that being said when your account gets down to $25 they hit your automatic payment for $50 which that is what they require. I forgot they require a $75 deposit at all times meaning thats the least amount of payment you can make. so this is prepaid right? So getting ready to transfer Services relocate move out. Each day they would provide a daily summary of how many days they estimate you have left so we calculated it perfectly and sure enough Services got disconnected on 31st of August which is perfect or was perfect I thought. Online theres not an option, well there is an option to disconnect, but it wont let you disconnect. unless you push it out A week or two I think September 11, 2023. What is the date we were receiving online But I called around August 4 to speak to someone to make sure they understood that we moved out would no longer be needing their services oh by the way when trying to disconnect on September, **********, it kept telling us we could not in service or transfer service or get another provider because we were on a switch how old and how is that possible on Free pay? You paid before you use it right? So anyway here they were hit My Account for about $50 every week. If not twice yeah! By the way, there is no paper documents whatsoever and you cant even open up their documents online to see what your usage is or was. Anyway, lo and behold can you believe that yesterday they hit my account for $143? They never close the account when I spoke to the person on the phone. They never did anything except daily kept trying to hit my account for $143 balance for what? They are not authorized and I dont appreciate it. I looked everything up online on their website and yes, indeed my Bank what is linked in for auto pay A requirement from now, or at least an option to save money.
Payless Power Response
09/19/2023
Hello- We are not able to locate an account for you using the name or email address on the review. It it clear that you are very frustrated about certain aspects of the service so please contact us at ************ so we can clarify and resolve these issues for you. Based on the information you have provided I will do my best to address your concerns. Payless Power does not require a balance of $25 to $50 at all times. If you have autopay activated, an autopayment will be triggered when you drop under your threshold but autopay is optional. The benefit is that a customer with auto does not have to worry about disconnection and smaller payments can be processed without having the $4.95 minimum payment fee accessed. There is a fee of $4.95 applied to payments under $75 (unless they are autopayments) but you can make payments under $75 and have a balance under $25. The only stipulation regarding payments is that our systems cannot process a payment less than $20. This is listed in the terms of service.
A customer may cancel at any time with a couple of exceptions however there may be an early termination penalty. The first exception would be if you wish to cancel on a weekend or holiday. You local utility will not perform those orders on those days but will on their next working day. The 2nd is if you have an unpaid Deferred Payment Plan (***). A *** is a payment arrangement that you agree to when you contact the company to try to avoid disconnection for non payment or seek to reconnect service without a payment. We defer the past due charges and recoup the money in installments (usually $1 per day) from your balance. Until the amount is repaid, a switch-hold is placed on the account meaning that another company cannot provide service at the address until the hold is lifted. You can pay off the *** at anytime without penalty. If an account has been *************************** for an extended period of time our system will eventually close it . If this occurs within your contract period an early termination fee may be applied and if you have autopay then the final balance due is charged to the card. This settles your account and allows you to avoid collections efforts. I hope this sheds light on your situation but since I cannot locate your account I would encourage you to reach out at ************ for more information.
Review from Juanita V
1 star09/06/2023
The worst company I have ever dealt with over exaggerated price I am a single mother and had to pay $530 so they can take off my switch hold to change to another company I would not recommend this company at all that was my savings moneyPayless Power Response
12/12/2023
*********************- As someone raised by a single mother, I have some idea of how hard it can be to keep up financially, During the summer ( the 3rd hottest on record) your home was consuming large amounts of electricity. The extreme heat also resulted in length weather moratoriums that prevented disconnections. This resulted in many customers accruing very large past due pre-paid balances. Once the heat advisories were lifted, these customers faced disconnection with no real way to pay off the past due balances at once. Payless Power would then allow these customers to take a deferred payment plan which allowed the past due amounts to be repaid in small increments while keeping up with the current charges. That is a difficult task but we committed to giving you these options . Please note that we do not exaggerate or inflate the amount of power reported by your meter. You can check your usage and billing by enrolling at www.smartmetertexas.com . This is a free site operated by the ************** and allows you to see what your meter reports at the same time we can . You can use this with whichever company you are currently using. .Review from Shauntee B
1 star09/05/2023
I used their service a total of 5 days. They removed a disconnect fee from my account to which they said they would refund because I was under the 30 day limit. They told me it would be **** days. This was a month ago. I am going to blast on EVERY ONE of my social media sights to stay very clear if Payless power! They are frauds!Payless Power Response
12/12/2023
*************- Your review states that you have concerns about a disconnect fee and refund. To clarify, you were never disconnected so there was never a fee of that type applied. There was an early termination but this would credited back. A refund check was issued and your accounts notes show that you contacted us on 9/7/23 stating that you had not received it . At that time you were advised that you would have to wait for 60 days for a replacement check to be issued. We have not heard back from you so we assume that you in fact received your check. If not please call us at ************ so we can check the status of the check with our bank.Review from Wilbert G
1 star08/09/2023
Easily one of the WORST power companies I have ever used. They lie about your usage and charge your account more and more with the less you use. 50$ last less than 2 days and when I put $100 it last the exact amount of time. Truly terrible customer service and fraudulent claims. STAY CLEARPayless Power Response
12/12/2023
Hi *************- Your review states that you feel that Payless Power falsifies your usage. You cited an instance where you consumed $50 in 2 days. The only account I can find under your name or email was from 2021. Feel free to contact us to discuss any billing questions you may have. I also urge you to register your meter at www.smartmetertexas.com. Payless Power do e not estimate or inflate your charges. You are billed based off your specific usage has measured by your meter. We will be happy to go over this with you even though its been seemingly several years since you've done business with us.Review from Mar B
1 star06/22/2023
If I could give 0 stars I would. Anyone wanting to switch beware that the first month will be low rates after then they will charge you more than any company Ive seen. When you deposit large amounts of money they take even more. Also beware that even if you unplug EVERYTHING they will charge you even more. I turned off all electric items except my bedroom during a few hours of the night and seen an outstanding increase in my bill, over $15 for 1 day! Just for 1 light being on. They will lie just read all reviews and NOT the ones on their actual site, they hand pick those. Rude customer service and management as well. First chance I get Im out. Beware this is not a joke!!Payless Power Response
12/12/2023
Hello- we are unfortunately unable to locate your account under your name /email address. We would like to hear more about your concerns so please call us at ************. Please note though that we do not hand pick reviews to post. The only ones that are not posted contain competitor adds or profanity and threats. Please keep in mid that Payless Power does not estimate or inflate your usage. Your daily billing is based on what is reported by your meter. During a record summer that could be a lot but you can always audit this at www.smartmetertexas.com .Review from Mike H
1 star05/04/2023
Absolutely the worst. They dropped me though i had 50$ in my acct had to fight to get it back on. The reps laughed at me then lied. This is not a professional buisness at allPayless Power Response
12/12/2023
***********- I would like to hear more about your issue- Unfortunately I cannot locate your account via your name or email address. Please email me at the address below.Review from Micky M
1 star05/03/2023
Payless power was good idea at first but we was lied to we was told if average rate dropped across state we would also paying .21kwh ..when. ieghbor has same company he paying .9kwh my electric I prepay is more money costing me then a monthly bill from another company pay as yiu go Payless power total nightmare I live under poverty level fixed income less then $15k a year food stamp I sent Payless power all documents nothing medical needs have son autism another son hiv nothing not word called 30 times in 2 week period trying get help from them all I was told call churches local church no other then that we had no electric for two weeks now I e called ***** 211 they gave me 37 number all say no more fu door they do not do since covid19 mandate is o er called ***** utlity help every single day hoping get answer for help been 3 months since asked for help from texasulitityhelp.org still waiting for answer if help me with Payless power ..they do have anything or use any program I tried it all me my two boys all on ***************** food stamps Payless power. Does not care ..I receive money from my health insurance coverage Payless power is not e rolled in taking government health care cards so I ha e money on cigna **** card for electric bill can't use wish I could switch but they tried ked me.imto.switchhold now me two boy with medical needs have no eletric two weeks due to the most unhelpful company I know they are I. Business to make money but programs out there designed by goverment for business to get back what they do for helping others tax breaks but. Ot them.payless before Payless my monthly bills at another compnay was 325 a month to 400 monthly bill but now Payless prepaid is about $550 pay in monthly atheist one week month me and my boys don't have electric now we ate going on two week called o er 47 organizations and programs all say no help so giving up trying anymore can't take this lies from everyone losing my home also due to lies I love my boysbyePayless Power Response
05/04/2023
Hello- I am unable to locate your account with the email you have listed but to recap , you are very frustrated due tot he cost of your plan and can not switch away because of a switch-hold on the account . You have been seek utility assistance but have been unsuccessful and have 2 children with severe health problems. You have also stated that Payless Power does not accept government issued cards which has made it even harder for you to pay. Your frustration is understandable and it seems like you are at your **** end ... I think anyone would be based on what you have said. We will need to be able to review your account to se what options and recourse are available. Please note that the price of your electricity is set at the time you agree to the contract. You can indeed switch away if there is no switch-hold on the account. A switch-hold is added if you agreed to a payment plan . The payment plan must be paid off to release it . Unfortunately, Payless Power has no influence on the availability of government funded assistance programs although we participate in the with with customers. If your children may qualify as critical care or chronic condition patients , There is a form that you can take to have their doctors fill out. We can provide that paper work to you but you will need to sent it to the Electric Utility in your area. Instructions are on the form. Please email us at www.paylesspower.com and mention the BBB review and the ************* manager will review your account . ****************************************Review from Lynne D
4 stars03/01/2023
**************** was so thorough with explaining how my utility services will work. Thank you for your patience and understanding.Payless Power Response
03/13/2023
Thank you, *****. Please do not hesitate to reach out if ewe can be of further assistance .Review from ali s
1 star01/04/2023
poor iformation provided during sign up for service marketing scam-- hiding the daily $3.3 auto chargePayless Power Response
01/05/2023
***************- You review states that Payless Power hid a $3.33 daily charge and in your opinion you feel you were scammed. This is a serious situation . Our records show that you enrolled online via one of our ******************* Saveonenergy.com . As part of the enrollment and shopping process, saveonenergy.com shows estimated cost and rate based on 500, **** and **** KWH. Please note that this is not the terms of the plan. Those plan documents have links to the left of the procing quote and the daily fee is clearly specified int he Electricity Facts Label document. We also send these documents to you electronically when you enroll and they are available permanently online inside of your Customer Portal. The fee covers up to the first 17KWH of usage ant no extra cost. If you exceed 17KWH your per KWH kicks in for the additional usage. We also promote a 30 day guarantee through the Saveonenergy.com website (among others). Since you cancelled your account within 30 days, we waived the early termination fee.Review from David S
2 stars12/02/2022
*** Regardless of what they tell you, they can raise their rates after your first month at their sole discretion! Read below:The ***** QUOTED did NOT EQUAL the ***** CHARGE. I complained to the ******************************* (PUC), Payless Power chose to raise their rates (almost immediately). PUC said:The **************************** has determined Payless Power failed to act consistently with Substantive Rule ****** General Retail Electric.Payless Power said that they had the right to raise their rates and sent me this from the agreement:...the price will be applied during your first billing cycle; the price may change in subsequent months at the sole desecration of Payless Power. I will say their customer service was very polite, and I did find that they were easy to reach.Payless Power Response
01/05/2023
*****************- You are correct in that the **** advised Payless Power to updated its verbiage that states Except for price changes allowed by law or regulatory action , this price will be applied during your first billing cycle; the price may change in subsequent months at the sole discretion of Payless Power. The Commission found this to be confusing and advised that it needed to be changed. It already was updated by the time we received their ruling. They also confirmed that your energy charge was correct and did not suggest any billing adjustments. Please note that your agreement covers the energy charge portion of your bundled rate. Transmission Delivery Utility (TDU) delivery charges can fluctuate as they are simply passed through. These are the increases you have seen and you would experience them with any provider you select. The good news is that Oncor has advised that these delivery fees will be reversed on March 1 of this year. Please be on the lookout on or around march 3,2022.
Customer Review Rating
Average of 22 Customer Reviews
Contact Information
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.