Anonymous
map-marker Dallas, Texas

Payment

I am needing a copy of my account being closed & paid in full, I was not able to resolve this issue.
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Anonymous
map-marker Southlake, Texas

Waiting, and waiting, and waiting for refund check

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First Choice transferred my service to Reliant in early November. I had a credit on my account and called to request a refund from First Choice. I was told it would take 2-3 weeks, called back a month later, was told it would be 4 more weeks, called back today and was told my refund wasn't processed until 4 days ago and would take 30 days to get to me. About an hour wasted so far talking to customer service to get back my money, knowing I will likely have to call back in a month and burn more of my time to fix their process.
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User's recommendation: Beyond the pricing of the service in Texas, READ THE REVIEWS.

Jesus C Ajb

Need lights cut on today

Lights turned off by someone else need power on Someone else called and turned off my power and I'm sitting in the dark and I need my power on I need my power on and no one can turn my power on but they can turn it off

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Preferred solution: My power turned back on

2 comments
HWACares

Hello Georgia. We are truly sorry for the inconvenience you have experienced without power.

We would like to take a closer look at your account and help in any way we can. Please feel free to reach us through any of our communication channels: The Facebook team at https://www.facebook.com/login/?next=https%3A%2F%2Fwww.facebook.com%2FFirstChoicePower%2F The Twitter team at https://twitter.com/firstchoicepwr?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor By phone toll-free at 1-86*-***-****. For your convenience, we are available Monday-Saturday from 7:30 a.m. to 8:00 p.m.; all times are Central.

Or through our Live Chat department at www.firstchoicepower.com. We will do our best to solve your concern. We look forward to hearing from you soon. Thank you for the feedback.

Be safe! - Sophie / Digital Care

HWACares

Hello Georgia. We are truly sorry for the inconvenience you have experienced without power.

We would like to take a closer look at your account and help in any way we can. Please feel free to reach us through any of our communication channels: The Facebook team at https://www.facebook.com/login/?next=https%3A%2F%2Fwww.facebook.com%2FFirstChoicePower%2F The Twitter team at https://twitter.com/firstchoicepwr?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor By phone toll-free at 1-86*-***-****. For your convenience, we are available Monday-Saturday from 7:30 a.m. to 8:00 p.m.; all times are Central.

Or through our Live Chat department at www.firstchoicepower.com. We will do our best to solve your concern. We look forward to hearing from you soon. Thank you for the feedback.

Be safe! - Sophie / Digital Care

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key J

Some one called and adding power conection to my account on August 7. 2020.

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On Oct. 20, 2020, at approx.

10 am my house power was disconnected. At this time I called First Choice Power and paid on line on my credit card on File on First Choice power in the amount of $1535.91II suspected and called First Choice Power. Mike First Choice Power represented explained: On August 7, 2020, Someone called and adding a power account ton my account. It also changed address for both account for monthly bill.

Also, changing my email address. Mike said his address is 7611 Crestwood Ln. in Houston>;I am expecting for credit in the amount of 1535.91 in my credit card in file.

Also investigate for fraud identity and disconcert Power from the address added to my account on August 7,2020.Please call me as soon as possible to discus this matter. I am leaving at 217 Breeds hill for 22 years and my phone # 713-494-****.

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Loss:
$1536

Preferred solution: Full refund

1 comment
HWACares

Hello Key J. Thank you for bringing this to our attention.

We are truly sorry for all of this situation and we would love the opportunity to take a closer look at your account and help in any way we can. Please feel free to connect with our Facebook or Twitter team, or you can contact us by phone or through our Live Chat department at any time. we will do our best to provide you a solution. We look forward to hearing from you soon.

We appreciate the feedback.

Have a remarkable day! - Sophie / Digital Care

Anonymous
map-marker Memphis, Tennessee

I paid my full bill and my lights ain't back on yet and y'all cut them off fast and if you don't mind cut them back on fast it's cold and I need to take a bath and eat plus like I was just saying I

I didn't pay my bill and my lights ain't on now y'all cut them out face but y'all won't cut them on face it's too cold for my likes to be off and I don't pay my whole 185 and all this isn't going on so I need my lights back on like ASAP it's cold I need to eat and take a bath it's cold yesterday gone I'm going to pay the hundred something dollars my lights are still off come on I'm going to do a big complaint about y'all you took my money but you gave me my license it's been way overdue what time you have to come my lights back on thank you Mr.John Colbert in Kernes TX 75144 zip code and please I'm asking nice for y'all to come on cut my lights back on and you can hey I know y'all push buttons to cut the lights off and on and it's still COV-19 out here in the whole world still but I'm not trying to be mean but I need my lights and I done paid my full bill 185.85$ is what I just paid and this isn't right and I need heat and I just want what I paid for and this my lights back on and y'all told me my would of been 3-4 hours and that's kinda to long too and looking at whole the world different definitely messed up now and if you can please help ASAP turn them on for me and old my bones are old and getting to hurting real bad out here in the cold and I can get sick and I can't afford to get sick cause I'm here by myself right now and please please please cut my lights on right soon thank you have some kinda for customers to have the opportunity to go back check on if there lights are on or progress mode and everything and the opposition to be trouble shoot or do something to be able to cut on their on water and whatever else but once again thank you and I'm just kinda upset

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User's recommendation: Night time customer service. And yeah with help

1 comment
HWACares

Good afternoon, PissedConsumer223****. We are terribly sorry for the bad experience you have had without power.

We would love the opportunity to take a deeper look at this and help in any way we can. Please feel free to connect with our Facebook or Twitter team, or you can also contact us by phone or through our Live Chat department, we will do our best to solve your concern. Thanks for the feedback.

Have a great start of the week! - Sophie / Digital Care

jay m Ggo
map-marker Irving, Texas

Rate fluctuation

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I have been with first choice prepaid for six months now. I recieve daily text from FCP that include details on daily usage, key, and dollar amount used for the day and the key rate.

For 5 months it the rate has stayed consistent at .10 6 but as the temp grew warmer I went from paying 2.50 a day to 5.50 to 7.00 a day.

Thata when i called to see what could be done.

They were kind enough to offer a lower rate on June 18th, at .086.

Guess how long it lasted after being with them for 5 months at .106,

June18th to June 30th. Then they automatically switched me back to .106.

And now its summer and I'm paying 11.20 to 12.40 a day in usuage.

Here is the real salt in the wound: A customer can only ask for a rate change ONCE in a three month period. #2 The rate can change at the beginning of every month.

#3 word to the wise: if you call to change your rate DO IT ON THE 2ND OR 3RD..because it will last only for that month, then it will go back to the high rate and THERES NOT A GOT DAM THING YIU CAN DO ABOUT IT. That's how *** first choice power is.

Go shop somewhere else..o that's right customers like us cant and that's why we are stuck selecting a *** company that takes advantage of their client base.

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Loss:
$100
Pros:
  • Convenient quick turn on
Cons:
  • Rate policy abuse

Preferred solution: Price reduction

User's recommendation: select another company

1 comment
HWACares

Thank you for taking the time to share such a detailed review of the company. We are disheartened to hear that you didn't have a positive experience with our prepaid rates, unfortunately, we are unable to provide a fixed rate under our Pay as you go program however we can offer fixed rates under Postpaid.

Please engage with us through chat at www.directenergy.com/texas our team will be happy to provide you all the details that you need.

Have a great day! - Emma / Digital Care

CLM M

THE UPS STORE COHASSET MA

This happened to me this week; sent wrapped baby books as a present to my nephew 6/11 from THE UPS STORE COHASSET MA CARDINAL CUSHING HIGHWAY; they received a box with no damage or obvious sign of tampering or re-taping; but EMPTY. There was a greeting card and inside the greeting card was a VISA card. Could the VISA card show up in scanning the box by UPS -- My sister (nephew's mother) took a photo of box and the label looks fine and is dated Mon 6/13/20; I brought the gift into the UPS STORE COHASSET MA for packaging and shipping late Saturday 6/11/20. WAS IT THE VISA CARD that drew attention from the thief; hope he/she found a home for the baby books....I took such are in choosing them too. I am out at least $200. But, it is trauma actually of trying to send love to family out of state; especially in this pandemic; and using what was always a tried and true means......mail to stay connected. The thought of my nephew, new father, opening the box with expectation and joy to find it empty is CRUEL and I will NEVER USE UPS STORE AGAIN. But, the real tragedy is the world once again feels not at all safe from what is bad; feel cornered by it....a small joy of sending a gift and receiving a gift is no longer possible. I remember when it was possible.
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1 comment
HWACares

Hello CLM M. We are truly sorry for the situation you have experienced.

We care for you and we value your business with First Choice Power. Please don't hesitate to give us a call or connect with one of our Live Chat agents. We want to help you in any way we can. We look forward to being your electric provider for many years to come.

Please take care and be safe! - Camila / Digital Care

Kay N Gbl
map-marker Fort Worth, Texas

Electric pole is about to fall over

Emergency repair needed as electirciry pole is falling over
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Preferred solution: Fix electricity

1 comment
HWACares

Hi Alysa, thank you for bringing this to our attention we would love to provide you the contact number for your local company so they can send a technician to fix this situation. Please engage with us through www.directenergy.com/texas We are looking forward to hearing from you soon!

It will be a pleasure to help you. Stay safe and stay healthy!

This wish extends to you and your loved ones. - Emma / Digital Care

Anonymous
map-marker Dallas, Texas

Billing

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I have a prepaid account with first choice power...lately I've noticed my usage has spiked to a high amount of KWH. A few days ago I got a message stating that Oncor (the electricity provider) had adjusted my usage from 830 kwh to 906 kwh...and of course they charged me. I went through my daily usage that i have already paid for...and it is 1483kwh. First choice power offered me TEN DOLLARS as "a courtesy". NO. i want my MONEY back in my account. 577 kwh I paid for and they overcharged. I'm not letting this go. How many months did I NOT catch them? Then they cut my electricity and wouldn't reconnect unless I PAID MORE MONEY. This is illegal.
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Kimberly T Prm
map-marker Texas City-League City, Texas

Fraudulent service provider

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Updated by user Sep 21, 2019

Cheaper to break contract, than contouring pay higher electricity bills!

Original review Sep 21, 2019
Started off with great rates! Supposed free weekends, after 6 months,bills exceeded 300$ plus! Most expensive rates I have ever had! Do not use this company, fraudulent advertising and customer service is terrible!
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Loss:
$1000
Cons:
  • Price gauging
  • Fraudulent
  • Poor customer service
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Jaymon Zwe

I need to get my account number and see qhy my bill has not come in

I need to call and all of them say they can't help me wat number can I call to get help ASAP
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Reason of review:
Poor customer service
Anonymous
map-marker Keller, Texas

Fine until the end

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My new electric company (forced on me by apartment complex) requires a letter of credit to waive security deposit. FCP will not issue a letter of credit until the final bill has been paid so I can't get electricity with the new place until 1-2 weeks AFTER I've moved out of the old without having to pay a hefty deposit. This makes no sense and the supervisor I spoke with agreed and said many other people have the same problem.
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Laisha Sjr
map-marker Princeton, Texas

Need lights cut on today

Couldn’t speak with anyone. I need my lights my kids have breathing machines. Lights been off since Saturday
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Amanda P Atg
map-marker Pasadena, Texas

Terrible customer service

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I’ve been a customer for nearly 2 years, since moving to the area. I just signed a new contract, and since I’ve had nothing but issues. The rate promised when I called to set up service is not the rate sent in the actual contract. That’s the least of my worries. Last month, I admit I made a mistake. I guessed at my bill, and I was wrong. I paid $200 of a $220 bill. I realized a few weeks later when that last $20 was added on to my next bill. Ok, no problem. I’ll just send that in with my next payment. Nope. First Choice disconnected my power over $20 with no email, no letter, no phone call, no contact of any kind. I actually called to report a power outage and found out that it had been disconnected. Whatever. I paid the $20 and moved on. The power was turned back on about 3 hours later. Now I’m in the next billing cycle. My payment was due November 2. I paid it through my banks online bill pay system on the 1st, same as I do EVERY month and have for the entire time I’ve been a customer. By mid afternoon on November 2nd (ON my due date), I was getting automated phone calls that my account was past due. I listened through the message and opted to talk to an agent. I informed him the payment had been sent, but since my bank cuts a physical check and mails it, it may take awhile, and that I’d be happy to send proof that the payment was sent etc. He says it’s not necessary, he’ll make a notation, and I shouldn’t get anymore phone calls. Wrong. I’ve gotten several calls each day this week, along with a letter every single day, threatening disconnection and adding late charges. I called in to say yet again, hey, I talked to someone, the payment is on it’s way etc, I’m sorry about any confusion, and I’m told that basically due to my substandard payment history (mind you there was ONE “partial” payment, by mistake, that was $20 short in my ENTIRE payment history) that I’ll conti to receive calls and letters as “collection” attempts until my payment is applied to my account. Absolutely horrible customer service. Complete disregard for the fact that innocent mistakes get made, Ive never failed to pay, never paid late, and it’s honestly not a habitual thing.
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Reason of review:
Poor customer service
2 comments
Guest

I've been a customer for a while. My problem is billing.

My Sept bill was due on the 13th and a disconnect notice was generated on the 15th.

Any notification of past due bill is a recovery attempt and cost $29.99. So I'm probably going to be billed for a letter saying that I have until the 23rd for disconnection.

Guest

First Choice pre paid electricity is a rip off. I'm going to file a complaint on them. They rob consumers.

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George Qfa
map-marker Princeton, Texas

Theft by deception deliberately!!!!!!!! No lights 4 2 days

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1st of all thank you to the TXU Energy. On 11/26 I Awoke to no lights!!Made a deffered payment plan on A 500.00 + bill. I payed 200.00 + on one of the th. days 13h - 16th. Once the payment was received I got a email stating that my next payment was 12/05. They also followed up with a letter by mail. I missed out on work being that my car was in the garage with no power to open.I was told it was a misstake do to the lack of clarity with communication by an agent. The supervisor that spoke with me stated if i joined another agreement he will turn my lights back on for free until the 5th. This is after I sated I would switch companies because of their hustler tactics. He then stated to me that the switch hold is still intact. I let him know that I would be notifying coporate. Devon from the office of Presidents emailed, called, and mailed me with apologies for the mishap. Now im paying to light companies because of FIRSTCHOICE POWER!!! Lack of transparency. Deceptive Tactics. In closing my lights should've been on still until 12/05. Imagine explaining to your 5yro son working everyday and waking up to no lights in the freezing FN cold. By a muliti million dollar company thats focus on squeezing the life out of their customer by their money collecting tactics.
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Deidre L Iml
map-marker Dallas, Texas

Quick to cut your lights off and take their time to cut them back on

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They dont care we have been freezing for 2 hrs
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About

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Summary

First Choice Power is an American electric provider. The company is headquartered in Texas. The tagline of the company is: "With First Choice Power, everything is simply better." The company serves residential and commercial customers. There is also a special First Choice Power rewards program that is called Simply Better Rewards. This program allows the customers of the company to earn rewards for using electricity and then to exchange them for merchandise. First Choice Power is one of the leading retail electric providers in Texas.

The company has founded First Choice Power Fund to support the communities the company serves.

First Choice Power reviews and complaints

First Choice Power is ranked 326 out of 1540 in Utility category

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