“ Okay, so here goes. I went with pennywise because they had the best long term rates available for my area. Wow, do you ever get what you pay for.
First things first. Part of my contract agreement was to set up automatic payments. No problem, I think. In this day and age of technology, that shouldn't be an issue. Well, the first month, they take out my deposit as well as the first bill. Then I get a disconnection notice days later. What is this, I say? Surely a mistake. I call the company, and it turns out, this is no mistake. I still owe the entire deposit plus the first months bill. Apparently, the automatic payment was sent back, but it actually wasn't sent back. After many phone calls to the bank and Pennywise, I get this resolved, but it takes going up a few levels.
So fast forward to today. During the time that has elapsed, I have attempted to set up automatic payments no less than 6 times. Each time, I get a confirmation email. Each time, I receive a disconnection notice due to failure to pay. We have tried using two different bank cards, cards that have no issues with any other automatic payment plan. So what gives? Now the thing that really ticks me off about this, is that they can send me an email informing me that my statement is due, but they can't send me an email telling me my automatic payment didn't go through, or that I face disconnection. But okay, that I can tolerate so long as my service isn't interrupted, right? Silly me....
Today, as my fiance is getting ready for work, our power goes out. Okay, I guess another automatic payment failure. I grab the phone and give them a call. And on to the biggest complaint I have with this company: Customer service.
The first customer service representative I dealt with started off by mumbling some incoherent statement into the phone. In fact, this continued throughout the entirety of the conversation. I constantly had to ask her to repeat herself, and even then just sometimes had to accept the fact that I wouldn't understand her. I tell her my issue, and that I need my electricity reconnected. No problem, she mumbles.. Let's get this payment squared away first, she mumbles. Alright, no problem. Pay my bill, now on to the reconnection. Then she tells me that it will take until the 30th (tomorrow) by 11:59PM for my electricity to be reconnected. Now this is where I lost it. I tell them that this is unacceptable, we live in 100 degree weather, I have a job and school that I need to be presentable for and capable of handling. They tell me they don't handle the electricity, they just handle the accounts. After going back and forth with the CS Mumbler, and her not even pausing to let me speak as she reads the same script over and over again (This is 100% true, by the way. No exaggeration. She literally repeated the same script, and when I tried to talk, just continued in a louder voice.), I ask to speak to a supervisor. She basically tells me no, and hangs up on me.
Alright. NOW I'm pissed. I call back, and immediately ask to speak to a supervisor. This proves to be successful, as a clearly near-panicked customer service rep immediately transfers me. After being on hold for about 15 minutes, I get the supervisor. I go over the entire situation with this supervisor, and am read the same script I was previously read before. The thing is, she reads this like she's getting some information out of it, herself, then changes her tune and starts explaining it to me. Apparently, since Oncor handles the electricity, it could take up to 2 days for them to get to me. And there is literally nothing they can do. I bring up the automatic payments, and how they always fail. The exact words I receive back are, "Well that isn't our fault." Basically, the entire time I speak to this lady, I am told that they are accountable for nothing. Not for my service being turned on, not for their system not taking my payments, and they are not responsible for making any of this right. I wish I had it recorded, because as outlandish as it sounds, this is precisely what I was told. Infuriated, I hang up.
So then my fiance decides to give it a try. As I am already livid and ready to tear this company to pieces with my bare hands, it takes every bit of willpower I have not to yell into the phone while she holds it. However, she calmly explains the situation (from what I can hear, she gets a real person, not another mumbling script reader), and mentions maybe she needs to call Oncor to have this addressed, as our disconnection notice specifically mentions same day reconnection. It's funny how this immediately changes the ladys tune from "We can't do anything" to "Let me see what I can do". After being on hold for a few minutes, my fiance is told that since our electricity is handled through a remote box, it should be able to be turned back on the same day. As soon as they hang up, our power goes on. Amazing how a mumbler and a supervisor can't do a damn thing, yet this third person, when faced with the threat of calling their provider, can fix it immediately.
All in all, if you expect anything short of a company disregarding all of the issues they cause you as "not their problem", inconsistent results, botched payments that threaten to render you without electricity, and passing off ownership of fault to whoever they can point the finger at, I'd recommend this company. If you want to be treated like a human being, and pay your hard earned cash to a business that will take ownership of their mistakes and treat you like a valued customer, go elsewhere. Because Pennywise is in the taking your money business, not the electricity provider business. ”
— Sean B.
August 29th, 2012