Southwest Power & Light Customer Reviews

We've been collecting customer reviews for Southwest Power & Light so you can get the inside scoop on what it's like to be a customer.

If you want to know our take, check out our Southwest Power & Light Ratings page.

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Southwest Power & Light's Customer Reviews Summary

Southwest Power & Light Scores and Ratings:

Texas Electricity Ratings Overall Score for Southwest Power & Light

2.2 / 5

Southwest Power & Light Reviews

74 Reviews for Southwest Power & Light

74

total reviews

Compare to Southwest Power & Light Electricity Rates

Recent Good Review from Happy Customer

Overall Rating
Awesome company
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Likely to recommend

Ive been with Southwest Power & alight for years. They have always contacted me more than a month before my contract was up to advise and work with me. Their customer service has been better than any other we have ever used. They offer long-term contracts and kWh has been very competitive, in fact, better than others I shop at each end of contract. Highly recommend.

Happy Customer from Mckinney, TX on May 11th, 2022
Thank you for choosing Southwest Power & Light for your electricity needs. We greatly appreciate your business, and positive feedback regarding our service.
— Southwest Power & Light
Overall Rating
Great Customer Service
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Likely to recommend

Sierra in Customer service was great. Answered all my questions and was cheerful and professional. Thanks!!!

David T from Houston, TX on July 27th, 2021
Thank you for sharing this awesome feedback. Southwest Power and Light strives to always provide top notch customer care and we rank among the best on the State of Texas Scorecard among Retail Electric Providers (5 Circle Score). We are glad to be meeting your expectations.
— Southwest Power & Light
Overall Rating
No problems, great rate.
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Likely to recommend

I signed up with them almost 3 years ago after Breeze went under. I used a spreadsheet and simulated my usage over a year with many different plans, including the ones some providers use to try to appear way low on power to choose, but only if you use exactly the 1000 or 2000 KwH amounts.



I appreciate that they will bill a credit card without adding fees, which with rewards comes out to an additional 2-3% savings, and allows me another 20 days or so of flexibility as to when I am paying it.

My Energy charge has always been exactly what the said and the distribution charges from Oncor have always passed through correctly. I do wish the invoice would itemize the Oncor charges, but using current EFL data from various providers to spot check, the distribution charges are always correct

Charlie from Pflugerville, TX on February 19th, 2021
Thank you for choosing Southwest Power & Light for your energy needs. We greatly appreciate your feedback regarding our service.
— Southwest Power & Light
Overall Rating
No problems.
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Likely to recommend

Good price. Never had an issue with billing. Had to call once to get help with my online account. Good service. I really don't care what day they take my payment and I appreciate the discount for auto-pay.

FW from Clifton, TX on November 10th, 2020
Thank you for choosing Southwest Power & Light for your energy needs. We greatly appreciate your feedback regarding our service.
— Southwest Power & Light
Overall Rating
4 years
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Likely to recommend

Been a customer about 5 years. First year had a trial plan. Had no issues. Have a 3600 sqf house, 2 units. Pool, Landscape lights; 3 car garage. Avg about $350 mo. Signed 2 back to back 24 mo plans. Find deregulation confusing, and shopping for a commodity.

Walnut Hill NA, Dallas from Dallas, TX on October 12th, 2020
Thank you for review of our service and plans. Southwest Power and Light strives to provide outstanding customer care and competitive pricing to win your business year after year. We look forward to continuing to meet all of your expectations in the future.
— Southwest Power & Light
Overall Rating
GREAT SUPPLIER
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Likely to recommend

I have been with SWP&L for years and they offer the best rates. I have never had a problem with them and I recommend them all the time.

ReamesC from Frisco, TX on March 31st, 2017
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Pasadena, Texas
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Likely to recommend

I've been using Southwest Power & Light for several years and they are very good. I'm an electrical substation designers and their electricity is as good as anyone else.

Very Good Company from Pasadena, TX on March 30th, 2017
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They were just fine!
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Likely to recommend

I don't usually have the time to write reviews. Signed up with SW P & L 2 years ago online because of a very attractive rate. I was on autopay. Every month a got a statement showing how much my account was charged. I never had a problem or needed to call for anything. I enjoyed the low rates. As far as I'm concerned it was a no brainer. No problems at all!

FG from Plano on March 6th, 2015
Overall Rating
8 YEARS of GREAT rates and service!!!
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Likely to recommend

Reading all the bad reviews is surprising! I signed up with SWPL 8 years ago and the highest my bill has EVER been for my 2 bedroom home is $180! And that is only during the summer months in HOUSTON TEXAS! Average bill is well under $100 otherwise. I am pleased with the service and any time anyone shows up trying to get me to switch, I'm told they have never heard of SWPL and then I send them on their way. The only downfall I can list is the high deposit ($390) but once you pay your bill on time for 12 consecutive months w/out a late/disconnect notice generated, they refund half of the deposit back to you! I recommend SWPL to everyone who asks me about power company options. (=

Denise Valentine from Houston on August 16th, 2014
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Great
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Likely to recommend

Unsure why people are having problems. Sign up for a term (you know there's a cancelation charge) and pay on time. I have used SWPL for almost 3 years and never had an issue. Saved $ hundreds (if not thousands) in that time v's TXU. Always check each year to compare there rates prior to renewing and they're great.

Todd from Dallas on August 22nd, 2012
Overall Rating
Always room for improvement but SWPL is a keeper
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Likely to recommend

Only 2 "complaints" I might offer:



1. Their auto-billing drafts my checking account 10 days before payment is due. Only reason a company would do this is to play the float game they have our money for 10 days to invest elsewhere. It adds up to quite a lot. Really no call for this from a utility company. But I can live with it, and do, and it's not really a complaint.

2. My contract is coming to an end in 5 months. I like SWPL so much I'd like to extend that contract, or, start a new one with them effective 5 months from now. Just trying to get the best price at the moment. But they, like most providers, won't talk contracts until 30 days before expiration. What a shame a decent provider with a good price risks losing a satisfied customer because of what rates may be 4 months from now. Again, not a complaint, but it sure seems like a less than intelligent way to conduct business.

TxFeller from Denton, TX on July 19th, 2021
Thank you for choosing Southwest Power and Light. Regarding number 2 in your review, Southwest Power and Light does allow renewing contracts up to 90 days before expiration through a Customer Care agent or at 60 days through your My Account Portal on our website. Our agents are available by calling 866.941.7975, hours of operation are Monday- Friday 8:30am to 5:30pm CST to assist with your account.
— Southwest Power & Light
Overall Rating
Great Company
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Likely to recommend

I had this company for 2 years without any problems, however i get these new promotions and decided to change, BIG MISTAKE, southwest is fair and does not give you extra charges, it is what it is all the time, I am going back to this company

Steve from Houston on June 30th, 2015
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No problems with service
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Likely to recommend

I have had SWP for 3 years and have had no problems. No hidden fees and rate is the same as quoted. Payment comes out automatically from checking account each month for a 5% discount and a color chart shows your usage to compare to year prior. Not sure why others are having problems. Have not needed customer service. I am looking for the best rate now as it is time to renew or switch.

Jane from Houston on August 16th, 2013
Overall Rating
No problems so far.
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Likely to recommend

I've had Southwest P&L for about 18 months now. I pay them on-time and they give me electricity at a decent price. It's really not that difficult.

A Customer from Mesquite on June 25th, 2012
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Mickey in NRH
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Likely to recommend

The switch over was seamless and we have yet to encounter a problem. We just renewed at a slightly better rate and probably will next year as well.

Mickey Oxford from Fort Worth on October 5th, 2011
Overall Rating
Better than TXU
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Likely to recommend

I have been a customer since 09-10 and I've had a 4.5 rating out of 5 experience with this company. The only negative I can say is they call you to remind you your payment is due as if you didn't know this already.



I have spoken with customer service on five ocassions and have had a great experience each time. So, YES I will recommend them to others unless their pricing structure were to get out of hand. After all, most people do kick the cat...

Andy Davis from on May 2nd, 2011
Overall Rating
Very nice
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Likely to recommend

I signed up for their 100% renewable 1 year contract about a year ago and have been very pleased so far. I have been able to do everything online so far and have not needed to contact customer service for anything. I know that this has more to do with Oncor than SW P&L, but during the rolling blackouts caused by the major snowstorm this year, my house did not lose power once. The only thing that they could do better in my opinion is to provide an option to not receive paper statements.

Troy from Richardson on February 28th, 2011
Overall Rating
Great customer service.
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Likely to recommend

I have been with them for six months and hey have some of the best rates in my area. Customer service is very easy to work with. I have always been able to reach a live person in less than 1 minute and it's NOT someone from some far off land. They are always very friendly and helpful. One note though, they can only be reached during normal business hours. But if it's a power outage or emergency you will be directed to the electric distributor.

Charles from Mexia on July 29th, 2010
Overall Rating
Excessive and Dumb Fees
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Likely to recommend

Not wasting anymore time on this company and that includes this write up so it's short and sweet. I'm in the energy industry and these guys aren't doing some very customer friendly things.

Rocky from Cypress, TX on July 13th, 2021
Thank you for choosing Southwest Power and Light. We apologize that we have not met your expectations regarding our service. We encourage you to contact our Customer Care department at 866.941.7975 and allow us an opportunity to address any concerns you may have.<br /><br />
— Southwest Power & Light
Overall Rating
Up and Down
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Likely to recommend

First I get a bill (after 1 week and 4 days of service) which has the rate without my discount and plus a service fee. When I call to ask why the bill was so high, the only response got was that I didn't use enough electricity. So I end up having to call every month to find out why my bill was so high, they just gave me the run around. My rate is supposed to be 8.4 yet my bill consistently shows I'm being billed anywhere from 9-11.2. Still no one has an answer!! I was with them a year before this and had no problems. As soon as I renewed it was all downhill. I work part time and in school full time. I'm barely ever home, yet my bill looks like I live in a big house with at least 3 other people. I won't be renewing when this contract it up. I regret every resigning!!

Fed Up from Arligton on April 23rd, 2013
Overall Rating
Good interfaces for billing but must read the Fact Sheet, High Pricing
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Likely to recommend

I live alone and use less than 1000 kWh per billing cycle. I get ripped on monthly charges and the highest rates. This would be cost effective, like all other plans, to use 1000 or 2000+ kWh... then you get the advertised rate. However, their online system for billing / payment management is easy and I was able to get a hold of someone whenever I need customer service. My contract ends tomorrow and I'm switcing to a company with better rates. When your contract is up, be prepared that they call endlessly to renew.

Connie from Houston on April 15th, 2013
Overall Rating
Watch your rate on your bill CLOSELY
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Likely to recommend

I was promised 8.6 cents if I signed up for autopay (the discount for autopay was .5 cents). The first month they 'forgot' to put me on autopay and I had to pay 11.9 cents because it was a partial month and I didn't use enough electricity to get the lower rate (I was only with SWPL for a week). I didn't appreciate that they wouldn't prorate it. The second month, I was on autopay and got charged 9.3 cents. They said their system runs a month behind on the autopay credit, so the autopay discount wouldn't take for another month. Another ripoff as far as I'm concerned. They also said that all electric companies require you to use 2,000 kwhs to get the advertised rate, which is why I got charged 9.3 cents instead of 9.1 cents. I didn't print out the original electricity facts label and it has changed several times in the last two months, but I sure don't remember it that way. I've used a half dozen companies in the last fifteen years, this one seems especially devious to me. Also, their website is terrible. Four of the last five times I tried to access my bill, every link I clicked on timed out instead of taking me to the webpages.

Mel from San Angelo on April 1st, 2013
Overall Rating
No hidden fees, just confusing statement
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Likely to recommend

I've read several reviews here about how this company charges hidden fees. This is not the case. The company breaks down its fees into two categories. One is the category it charges you for your electricity and the other is the "Utility fee" which is the amount it has to pay the company that generates the power. All other companies combine these together for one charge. So at first look, it seems you've been hit with a high fee. But when you examine closer, you see the two fees are simply categorized.



The average poorly educated Texan is incapable of making this distinction and feels they have been ripped off. The company offers very good rates and I was able to lock in a 3-year deal which I am quite happy about.

RA from Abilene on October 19th, 2012
Overall Rating
Billing and auto pay
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Likely to recommend

By law we have 16 days to pay utility bills. If you have auto pay, for best rates, the due date on your bill complies with the law. However, Southwest takes the money from account a week earlier. My bill indicates for power outage call Center Point. What does Southwest do.....just take your money,

Marvin from Fulshear, TX on July 30th, 2020
Marvin - Thank you for choosing Southwest Power and Light.
Information regarding the draft date of payments are disclosed on each invoice and included in our Terms of Service (TOS).
Regarding outages, no matter your choice in Retail Electric Provider (REP), the lines, meters and distribution of the electricity is preformed by the TDSP (CenterPoint Energy) and in most cases REPs ask customers' to contact them directly for any outages in order to resolve them as quickly as possible.
If you have any other concerns or would like to speak to an agent bout our service, we are available M-F 830am to 530pm cst at 866.941.7975.
— Southwest Power & Light
Overall Rating
Hidden fees, they try to get as much as possible out of you
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Likely to recommend

I would NOT recommend this company!!! They have lots of hidden fees and even just making a payment, there is a charge for that too......talk about a disgusting company to do that to their clients!!! I will NOT do business with a company that charges you a fee to take your payment! Look out for hidden fees and watch your pocket book as they will take as much $$ for anything.....Money hungry and dishonest!!!

Josef from Houston, TX on January 3rd, 2019
Overall Rating
Hiddens fees
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Likely to recommend

They charge a Utility Charge every month and it


fluctuates. The charges are not broken down so I
don't know what I am charged for.

Dtl from Houston on December 16th, 2010
Overall Rating
Delivery charge is way too high
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Likely to recommend

Look out for the delivery charge it was almost as much as my electricity charge! Cancelled after 1 month despite $175 charge. Ripoff!!!!!!!!!

Paul Anthony from on March 1st, 2010
Overall Rating
Ticket Management: Expect None
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Likely to recommend

I'll be honest. Service was good, right up until I had to move.



Abstract (TLDR):

Every ticket I submitted was virtually ignored. I had to call to disconnect, and even then communication was muddled and I continued to be charged after I requested that my contract not be renewed.

One of the tickets I submitted even disappeared. I have an email confirmation proving I submitted it and another after I called letting me know the ticket was resolved, but I couldn't find it in either my open or closed tickets.

Full Saga:

Unlike certain public cellular companies that shall not be named, but begin with "V," rhyme with "-erizon" and make it virtually impossible to cancel without incurring penalties, working with this company wasn't quite like making a pact with the devil. However, not being the devil incarnate in regards to one's customer service and the cancellation process is a pretty low bar to surpass.

My contract with this company was set to end in May, while I was planning to move into a new apartment in April. I was well aware of this and had no problem paying for the final month that I wasn't going to be living there. I was hoping to avoid cancellation fees, but alas, I had a lot to learn about properly documenting conversations and choosing my every and each spoken word carefully.

So, I submitted a ticket requesting that my service be disconnected once my contract ended, this initial ticket was submitted a month early in April. I received response that I should call them to resolve the ticket.

While there wasn't a long wait and the rep was friendly, I learned later that we walked away from that call with very different ideas of what my request was and what the next steps were.

I was still receiving invoices three months after my contract ended and had received a disconnect warning notice, as if this was something I hadn't explicitly wanted and requested, in writing, on the initial ticket, months earlier. Well, maybe not exactly. This email specifically requested that I pay the latest bill, which my bank had stopped doing, understandably, since I had a new electricity company.

I submitted another ticket in July, informing them that my disconnect should have happened when my contract ended and that I had moved from the address in April. I received a ticket that it was "resolved," and was, once again, told to call the number provided. I called, and the first person didn't seem to understand why I called and even seemed baffled as to why I wouldn't want to pay the latest bill.

While we did manage to get the service disconnected, she still insisted I should pay the most recent bill. After going back and forth with her about the tickets I submitted and when, and realizing I was going nowhere, I thanked for her time, hung up, and called again.

The next rep was better. I was told they would search for the original call and open an investigation. This didn't stop the emails though.

In one day, I received four invoices for the exact same bill that I hasn't paid yet, as well as more disconnect warning notices. Almost a month later, in August, I called again asking why I kept getting notices for a bill that was under investigation.

The person on the line apologized for the delay and assured me it was still under investigation. Then one fateful day, that very same day at, 5pm on the dot, I received a somewhat unsettling message.

"COLLECTION / PAST DUE BALANCE"

Uh, oh.

"This is a last courtesy attempt to inform you your account is past due and in danger of being sent to collections."

*Le gasp!*

"We value you as a customer..."

Say it's not so!

I would receive a couple calls from the company after the message, but unfortunately I was driving and didn't want to risk death in addition to debt.

Just reading the email was a harrowing experience though and I knew I needed to get this sorted out. After all, the word "today" was highlighted RED in their email.

Since it was after hours Friday, I gave them a call on Monday and requested that the emails be paused while the bill was still under investigation. I was told that they were being sent automatically by the system and there wasn't much they could do, but the rep did give me something for my adrenaline pumped hands to do.

That task was for me to find my first invoice from my new provider and email it to their customer support. This I could do.

No talking, no overthinking my tone of voice, no writing out notes before my next customer service call. Just open my inbox, search for my new electricity company, and forward the invoice. It was invigorating, just thinking about how simple this action would be, I could only long for a cancellation process from any company so simple.

So I did exactly that.

Two days later, I received a call. It was to close out this investigation once and for all.

In this final call, I finally learned what was on the recording of the original call (April, if you made it this far into my story but have forgotten). As mentioned numerous times before, I did indeed request that my service be disconnected when my contact ended.

However, semantics nudged its pesky horns right in.

See, when I called, I didn't verbally state that I was intending to move addresses, only that I would be switching to another provider. Based on that information, the rep said I didn't have to call - the switch would happen automatically when the new company metered in. He then asked if I wanted to cancel after I learned this new information.

And I, the overly trusting and socially clumsy fool, said...no.

Allegedly.

See, I don't remember saying this last part of course, but I can totally believe that I said that.

That, in my delusion that a customer service rep actually read my ticket and understood the details of my situation...

In my hurry to get off the call, especially when my socially anxious ass was reassured I didn't have to call in the first place...

In my innocent, albeit reckless, faith that because I was working with a utilities company - rather than a soul sucking corporation hellbent on lining their pockets with the cash and tears of customers who just wanted a seamless transition out of a service they no longer need - that there was a method to the madness.

Yes, I could believe I said exactly that.

So I apparently said don't cancel. That's on me and I paid the final bill.

But know, their ticket system is shit. They don't read them, they don't care, and evidently tickets will occasionally go missing. If this was a company that cared for the customer experience, canceling or disconnecting service would be as seamless as clicking a button.

Or maybe two buttons. One button to disconnect, another to confirm your cancellation.

The ticketing system wouldn't lose tickets.

Their reps would have the ability to stall automatic emails.

Customer service would *read* and *respond* to their tickets.

But, like most other companies, they will require you to call and explicitly state that you want the service cancelled. That reason alone will make me give any company three stars.

The only thing that keeps me from giving this company one star, is that (most of) the reps I talked to listened and weren't as aggressive/pushy as reps I've talked to from other companies.

But, for the experience of being punished for wanting my request processed in writing, it has been downgraded to two stars. This was a bad experience, update your UI, ticket system, and cancellation policy.

Somewhat Miffed Former Customer from Houston, TX on August 24th, 2022
Overall Rating
Worst power Company i ever had
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Likely to recommend

My bill has doubled ever since i renewed my contract. they keep trying to blame the summer heat, but my bill is doubled from last summer.they also took money out my account that was not due and i had to wait until it was reversed.dont use autopay!!! they will steal your money. the non autopay fee is an extra $10 tho.its really a lose lose situation

Houston Citizen from Houston, TX on August 24th, 2021
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Never again
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Likely to recommend

This has been the worst experience ive ever had with a electric provider. they automatically place you on mnth to mnth lease when your contract expires.and your rates will be raised.also i enrolled in autopay and was charged extra money weeks before my bill was even due..with no type of reason for it.they offered me $25 for the inconvenience but my bill is sooo much higher than normally i dont even want the $25.im just thinking about paying the cancelation fee.which is already too high, as if we aren't already facing enough problems with the pandemic. why am i 1 person in small 1 bedroom paying 200 mnth

Citizen from Houston, TX on August 9th, 2021
Thank you for choosing Southwest Power and Light (SWPL).

Our records indicate that the Customer Care Manager that you spoke with has extended the lower fixed rate on your invoice billed at month to month and provided you with a credit of $42.32, and additionally offered you a $25 bill credit. The Terms of Service (TOS) provided to you at enrollment address your concern regarding continuation of your service after the fixed price term, as well as handling of payments for customers that elect to pay via Autopay.

Southwest Power and Light strives to always provide top notch customer care and we rank among the best on the State of Texas Scorecard among Retail Electric Providers (5 Circle Score).

We encourage you to contact our Customer Care department at 866.941.7975 and allow us another opportunity to further address your concerns.
— Southwest Power & Light
Overall Rating
Never again
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Likely to recommend

Not only are their fees excessive, they also will automatically put you on a mnth to mnth lease when your contract expires.also your rates will go up(almost double). horrible customer service and they dont care.it is the hardest company to get in touch with anybody.you will be on hold all day if you want to speak to an actual person

Marcus R from Houston, TX on August 6th, 2021
Thank you for choosing Southwest Power and Light (SWPL). <br /><br /><br /><br />We apologize that we have not met your expectations regarding our service. In the Terms of Service (TOS), we disclosure that SWPL is going to continue your service after your fixed price term at the month to month rates at the time of billing. This will ensure you still have service at your location after your term expires, but since Southwest Power and Light does not a fixed price term in place with you we must buy power at a higher month to month rate. <br /><br />Southwest Power and Light strives to always provide top notch customer care and we rank among the best on the State of Texas Scorecard among Retail Electric Providers (5 Circle Score). <br /><br />We encourage you to contact our Customer Care department at 866.941.7975 and allow us another opportunity to further address your concerns.
— Southwest Power & Light
Overall Rating
Terrible - nothing else needed to say
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Likely to recommend

Overcharge and takes forever to get anyone to respond with an accurate answer. Not worth it all - Go Elsewhere!!!!!

Gary from Rockwall, TX on September 14th, 2020
Gary- Thank you for choosing Southwest Power and Light. We apologize that we have not met your expectations regarding our service. We encourage you to contact our Customer Care department at 866.941.7975 and allow us another opportunity to provide accurate and timely information regarding your account.

— Southwest Power & Light
Overall Rating
Do NOT use this company! HIDDEN FEES, Take $$ out 1-2 weeks prior to due date!
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Likely to recommend

You are required to sign up for AutoPay, but then they take out your bill 1 to 2 weeks early! When I asked to change the Auto Draft date, they said they could NOT do this because of when the meter is read. Wth?! Every other company I've worked with for Electricity power, ESPECIALLY if they require you to be on AutoDraft, can move the draft date. Ours was not due until the 2nd thru 5th, which would've been Perfect, but they were drawing it at the end of the month, on the 25th or 26th which was NOT cool! We did not have money in our acct so got charged fees for them drawing it EVEN though I specifically told them it needed to be the beginning of the month. **Another thing, they do Not have an itemized bill so you can not see what is happening. We were shocked with the 2nd bill being twice as much as the 1st & almost 3 times as much as our previous electric companies. They wrote & voicemessaged me back (they said), & said that they would allow me to switch providers withOUT charging me the early termination fee. I asked them to verify how I would be sure that they would keep their word. (well I had it in writing in an email). I switched am so Thankful. But am keeping an eye on my final bill. BEWARE this is TEXPO, Not Just Southwest Power & Light.

Believe In Power To Choose from Round Rock, TX on September 4th, 2020
Thank you for the review, we are sorry to hear that our service did not met your expectations. At this time we do not offer customer selected due dates, but we will sure make a note for future customer enhancements regarding your feedback. If you have an opportunity to look at a prior invoice we do provide detailed information regarding your billing on page 2 (the back of page 1). This will include all the meter reading information and break down of your charges.

If there is anything we can assist you with further please contact our Customer Care agents at 866.941.7975.
— Southwest Power & Light
Overall Rating
HORRIBLE BILLING AND CUSTOMER SERVICE
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Likely to recommend

First they set up two different accounts and tried to charge me for not being on autopay when I was on autopay for the account they sent me via email to set up! Then they billed me twice for the same month of service on both accounts, only one bill came almost 6 weeks later. A manager told me that it was a "delayed bill due to Oncor." When I checked my bills, they had double billed me under both accounts for the same service period, even though I had paid the bill under the wrong account number. Interestingly the billing amounts for the same period were different. I have spent hours on the phone with this group trying to get their billing errors fixed and every time they tell me they finally have it straight, they manage to mess it up again. I regret ever signing up with them.

Horrible Billing Practices from Dallas, TX on October 18th, 2019
Overall Rating
Horrible company
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Account Management
Likely to recommend

I went with them about a year ago. Set up for auto pay. My bills due date is the 20th and they pulled out of my acct on the 4th the first 3 months.. turned the auto pay off and I was charged a monthly fee on top of them upping my kilowatt price because I was no longer on auto pay. Wanted to pay the bill through the automated system and you have to use a checking account. Can't use a debit card. And they charge you $10 to pay the bill.. this company is horrible. I will pay the additional charge to switch to a new company... will be doing this first thing Monday morning.

Upset Customer from Wylie, TX on February 1st, 2019
Overall Rating
Terrible Customer Service
Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

I have had many unfortunate and disappointing dealings with their customer service. They have very limited hours. To speak to a supervisor they only offer a call back. Each time I call I get a different answer, usually they are all incorrect. The last straw was the change to the new website. The associate I spoke to as I tried to get access told me that as part of the recent change to their site, every client was forced to get a new Username. Either 1) that's true, then this creates a terrible customer experience or 2) it's not true, in that case it just goes to show the bad information you get with this company.

Steve In Texas from Grand Prairie, TX on January 2nd, 2019
Overall Rating
Bait And Switch
Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

SPL has dishonest marketing tactics - Please beware of monthly fees, which they won't disclose to you when signing up. My experience with this service provider is horrible - All they care about is getting your money rather than being upfront with their charges. Need to do a better job to inform subscribers of all fees involved.

Plan Name from Round Rock, TX on April 24th, 2017