First Choice Power Complaint - The Reason People Hate Power Companies!
IRVING, TEXAS -- This company has been nothing but trouble for us and the have yet to even pretend to care. At two diferent occasions First Choice disconnected the power to our home due to THEIR error. The first time they "accidently" sent out a disconnect notice even though the bill had been paid. The second time the power was disconnected because their website did not properly process the payment. My boyfriend and I split bills so I paid the first half and he paid the second half. All within 5 minutes of each other. My payment went through my bank account almost imediately. Then, mysteriously two days later the money was back in my bank account for a day and then taken out again. When the power was disconnected we called a First Choice customer "care" representative. Who flat out said that we were lying and the second payment had not been made. Both my boyfriend and I work from home and needed the power restored imediately so we said we would pay the 200 and sort it out later. At this point the phone representative tells us it will be at least 24-48 hours before they would turn it back on. We talked to the Texas New Mexico Power technician before he left after disconnecting and he very nicely told us he could be back within 10 minutes, all First Choice would have to do is send the reconnect notice and he's come right back. Once again the phone representative called us liars, told us we would have to wait because it was our fault that their website didn't accept our second payment and there was absolutely no emergancy request or escalated request procedure to have the power turned back on in a more timely fashion. Turns out as this phone agent was calling us liars, he was actually the one lying! I called Texas New Mexico Power, the provider that First Choice goes through and they assured me that all First Choice would have to do is send them a request and they could have us back up and running within the hour. The First Choice agent refused any assistance and basically told us to deal with it. We work from home because we live 40 miles from our office. Due to their error we both lost 3 hours of work each, had to pay for the gas to go in to the office and had to pay for emergency daycare for our 5 yr old niece that had been staying with us. I attempted to contact First Choice as well as the domestic call center that they outsource to and have yet to hear back from anyone!
Today we called to get a one week extension on our bill due to medical expenses that have caused us to be under until our next paychecks. We were informed that because we did not pay the exact amount when we requested an extension about 6 months ago they refuse to help us this time. Diference that they are sighting was yet again a website error!! On a $620 bill we evidently were off by $3.87. If we were paying over $600 why would we short $3.87? If they are going to completely screw us over that maybe we need to get a lawyer to have them pay us for the hours of work missed, gas money, and daycare money that their incompetence has cost us.
I would never recommend this deplorable company to anyone looking for an electric provider.
Unfortunately they have made it perfectly clear that they don't care about our business or any future business from word of mouth.