I can't believe a company this large can't manage to invest in a functional way for customers to pay their bills. The website is poorly designed, the app is just as bad, and the automated phone payment system is equally frustrating. It feels like every option is intentionally difficult to use. For a company with this many resources, the experience is shockingly inadequate. A complete failure of basic customer service. read more

HORRIBLE service! The quality is awful , the payment are ridiculously high too for service that's not worth it. Everytime it rains ( just sprinkles ) the power goes out. This is horrible service because the fridges obviously loose power , it comes back on and then we loose power again. Is this company going to compensate me for the food that has gone bad? Awful service for a heck of a lot of money. read more

This dishonest company needs to be investigated for stealing funds from its customers. Along with the billing company they use, they ripped me off for $145.71 and a $2.35 billing fee. They missed payments to my account, didn't say anything for seven months, and then turned off my power. Their customer service is a joke!!!!! To top it off, I was using their auto-pay system. DO NOT USE IT; YOU HAVE NO CONTROL OVER WHAT THEY TAKE FROM YOUR ACCOUNT OR WHEN!! if they were not a monopoly I would go elsewhere. And the new meter LOL I was gone for 5 days and it said I used 83% more power. read more

No human to answer phones the automated service is worthless. The automated doesn't answer all questions. What's the use. In on the budget plan, they raise the price. read more

Terrible, since the new installment of usage monitors everyone's bill has gone up. I have solar panels and they fine me every month for minimal usage. I even put energy back into the grid. This city sucks, they should be paying me for providing the grid extra energy, it's disgusting. Terrible people. They are manipulating family's and destroying those who are trying to support the effort to go green. read more

45 min on a call and they haven't answered. I'm afraid they are waiting till 5 o clock....

Im single father in kaotic world. I did not pay my bill for June and in July they sent a cutoff notice however few days after I received another bill with both the month I missed and current bill, due on the 7 the August. This bill said nothing about a minimal due before they cut it off, so my assumption was the latest bill supersedes the previous bill, which has happened to me many times before. My ac went out and I'm waiting on a pump so me and my daughter where camping in my room with the portable. The portable was pulling too much amperage and kept on tripping fuse so I moved to outlet with bigger amperage and had no more trips. At the same time it is mid July and 104. EP electric turned off the power. I was at work so my assumption was the portable tripped the breaker. I was at work and my daughter called me. I live 22 miles from work. She said nothing was working. I did think well maybe they did cut off my power while racing home see what happened, on the way I checked on website and confirmed, no they didn't do it. Spent and hour thinking I blew a main. Finally called them and found out indeed they did cut it off. This cost me dearly. Missed work, jeopardized safety of family and my patients, charged me reconnection fee. I've been a customer for over 26 yrs, in the middle of July you cut off my power mid afternoon after you send me a bill stating amount due on 8/7. Idk if this is legal, to just cut off power mid afternoon in middle of July, it certainly is disgusting though. I will be following up both with EP electric and my attorney. read more

I had solar panels installed on Aug 1, 2023... today is Nov 6, 2023. I have called repeatedly since the end of Sept. to get El Paso Electric to come out and install their meter so I can use my solar energy. They did the installation about 2 weeks ago. I have called repeatedly since then as there is and error code on the meter. They claimed they fixed it. NO WAY...Still has the error code and I have called at least 6 times in the last 2 weeks...Every time they say it will be fixed within 2 days....Worst service I have ever seen....The reviews indicate the same.....0 stars... Patrick G read more

the most terrible costumer services, They manage it as a monopoly since there was no other electricity alternative in the city.

Seems pretty corrupt but most of anything to deal with this City, appears corrupt. Smart meters now installed with another additional fee added each month. read more

they horrible you try to call them and they don't answer they leave you on the phone for 3 or more hours then the chat line boots you out . i need help with my light and I can't get a hold of anyone ??? whats wrong with these people read more

Very very long wait and representative very useless waste of time left on hold forever

They don't have a specific billing period or a known due date as per the Electric personnel I spoke with on the phone these are always changing. They do not give any warning notice of disconnection. I was current on my bill in July and accidently missed the due date payment for August. The month had not even ended, and they had already cut off my Electric service with no fair warning. Plus, they insisted on applying a deposit for being late 1 time and they were unwilling to work with me a low-income single mom. They have all these rules that I was not even aware of - apparently if you are only late 10 days and your bill is over 100 dollars, they will automatically cut you off. They have no programs in place to help low-income families and want to just stick it to the community. They make these rules that the community is unaware of just to accommodate to their needs. Just absolutely an unreasonable and inconsiderate company for our community! read more

Without a doubt, El Paso Electric has the 'worst' website on the internet ! It's totally dysfunctional. Just trying to pay my bill, on-line, required three phone calls and even talked with a so-called, supervisor; and still could not complete the payment. Oh, I refuse to use a third-party (Bill Matrix) for routine payment--just out of principle; so, I opt to drive downtown and pay in person. Just look at all the 'ONE-STAR' REVIEWS--so I'm not the only customer that's had problems with this monopolistic utility company. Why? read more

I have solar panels and El Paso Electric has a policy of sending you a check when you are credited $50 or more. The last three billing periods, they've held on to my check for $163, $108, now $183.65 for three months or more and sending out a muddy or vague billing statement to justify why you're not get your check. I've sent a letter to the AG, BBB and the utility regulators; I guess El Paso Electric is too big and powerful because they keep giving customers like me the SHAFT. read more

I tried to pay my bill on line, after several attempts and 4 phone calls, the customer service department finally became aware that there was an issue with their system and asked me to try back the next day. Because of the attempts, I locked my account, they told me they would reset my account, when I tried to re-set it was still locked, I called again, and instead of apologizing for all the issues the customer service representative, Ana, was rude and pointed out that the bill was due. I told her that is why I had tried to get to my account, I asked to speak to a supervisor hoping that they would do something about it but instead of that the supervisor, Elvira, was just as rude and brought up an account that had a balance since 2022. Now no one can explain how my account had a balance since 2022 and they want me to research my payments. I am not surprised the electric company has awful reviews. But since we have no option in El Paso, we are stuck with the awful customer service that El Paso Electric has, it is not like anyone is going to do anything about it - why should they? We the customers have no option, we are stuck. read more

Our bill is payed my power is still off your website sucks ass tried calling and your automated system kept hangin up on me i finally get a alternate payment website that YOU recommended using to work took my money still came out next day and shut my shit off THEN PROCEEDED to say oh ya we messed up but we won't send someone till tomorrow. SO are y'all gonna pay for my groceries that will be ruined tomorrow if I get overheated y'all paying my family for my medical fees? this didn't the first time you've done this either. I've been nice didn't leave any bad reviews but this time I'm pissed I'm hot im tired from work and now I gotta go get a hotel FUCK YOU EP ELECTRIC GET YOUR FUCKING SHIT TOGETHER!!!! read more

So, trying to upgrade the breaker box at my rental. But, there were two things El Paso Electric needs to do first. Put new support cables on a pole and switch the service to a new meter box. When I started this in June 2020, my electrician said it might take a couple months. It is now October 2020. The only thing they have done is bury the supports for the new cables. When I call, the only answer I get is "soon." I'm sorry, "soon" would have been in June, not 4 months (and counting) later. Not happy! read more

I called El Paso electric for more than 6 hours on a Saturday reporting an emergency with the breakers. I left approximately 15 voicemails asking them to open the meter so an electrician can work on the issue. They supposedly have 24/7 emergency and when they finally gave me a call back 2 1/2 hours later they told me they were going to send someone to open the meter. I waited for more than 2 hours with the electrician and they never came to open the meter. I called more than 50 times leaving voicemail after voicemail and they still haven't given a call back. They're customer service is the worst, if an accident happens I can assure you they won't pick up the phone. read more

El Paso Electric - Electricity Suppliers Near Me - El Paso, Texas

Service is unbelievable. power outage on our street this afternoon tthough the evening. spoke to one customer service representative and she provided no estimate time for restoration. called later and could not speak to anyon. half of block has power. senior citizens and families with small children live on street. 100 degree weathe. no a/c. it's not right that they can't give more information and or guidance. be transparenT if you're doing rolling blackouts. unjust. unbelievable. read more

I have never dealt with such a rotten electric company!!! So tempted to move out of El Paso because of El Paso electric! They are the only electric company here. The staff constantly lies, they've overbilled me for bills already paid. If you argue, they don't care! They don't verify your password no matter how many times you tell them to! Power has been disconnected because of their errors. I've been double billed so many times now! They say they'll fix it just wait for the new bill, then they turn off the electricity during the billing error. The national average to turn your power back on in the US shows to be $18. EP electric charges nearly $200.00 to turn it back on plus the whole balance plus often a deposit all while they made the billing error. Biggest gripe is they do t. Drift passwords on accounts but will give out all your info no matter who's calling in. We need more electric companies to choose from!!! They are abusing the hard working people of El Paso! This would be my main reason to tell people to avoid living in El Paso! read more

Worst of the worst and I come from San Diego where SDGE also has a bad reputation but El Paso Electric & beats them by far. They are just plain unhelpful and don't give a damn about your circumstances. Long story short me & my wife move from San Diego in August of 2016 and bought a home. I was laid off from JPMorgan Chase after 27 years of service. Well it is not possible to live in San Diego on unemployment and all you would is go through your 401k. So we decided to move to El Paso due to low cost of housing ( I was also born here). Needless to say we didn't realize how incredible low the wages here. How can anybody live on 8.00 per hour. I move from job to job just trying to get a little more $ and stay afloat. Needless to say our electric bill fell behind and one day an El Paso Electric company showed up and cut the power. During the next couple of days I managed to raise the money(through pawning some items). Now this isn't the worst of it. They also tacked on a $46.79 reconnection few to be billed the following month. Needless to say it took me another month to find a job so I was 1 month again. Now I get another disconnect notice. They want $215.00 up front & than they will spread the fines over 4 months. Guess what ELEG I don't have the $215.00 since I don't get paid until 7/5/18. So I will be without Electric for 2 weeks. El Paso Electric is the scum of the earth. If their was a negative-5 that would be their rating. They can go to hell! read more

I hate that every year the bill gets higher but that's why we work right? Anyways, I give them 4 stars because they work well with military and they know we get paid on the 1&15th if every month so when the bill lands 2 or 3 days early they allow us to pay it 2 or 3 days after without penalty. I only gave 4 because I hate that these prices keep rising, we don't get big raises in the army every year. Thanks EPE read more

I would give 0. Star if I could . This company is a rip off. They are the only one provider in El Paso, they charge me fees for returning check for last month because they charge me twice . Now they say it's because of my bank, they have to charge me. Customer service was the worst . Stupid company, I hate u guys . read more

Billing does not match usage. Lucky we keep the bills, also the account states we only paid 100.90 cents however we paid 190.00 didn't catch it until we received a cut off notice we have a receipt for that too! Be careful with these scam artists keep all you're receipts and bills from them, this isn't the first time this has happened either. Then even more problematic is getting the rude arrogant deadbeat employees to fix they're mistakes. read more

I would give zero stars if possible. Somehow it is the norm for power companies to have a monopoly on cities, and El Paso is no exception. I got the keys for move in on my rental home on a Thursday and called electric to make sure the service would continue. I have them all my info and the rep guaranteed my power would not shut off. I come home Friday from work and fresh groceries to find my power has been shut off. When I called back, not only was I informed that all technicians have gone home for the weekend, but my account did not exist. So I had to go all weekend with no power in June heat and spoiled groceries. The emergency customer service rep I talked to on Friday was %100 unsympathetic to my situation and guaranteed me that power outage emergency technicians are not trained in connecting power and I would pay an after hours fee. I find it hard to believe that an electrician trained in troubleshooting would not know how to connect power. Having a monopoly on the city has allowed this company to have the worst ethics all around and they probably charge whatever they want. Having ANY competition would at least create competitive pricing, less fees, and more sympathetic employees. Hopefully and after hours or weekend staff on standby that can cater to customers who work normal working hours! Most stores are open til 8 every day including weekends, I don't know why a company of such detrimental service such as ELECTRICITY can't do the same. I even scheduled my internet to be hooked up after this company was all locked up for the weekend. Which one is more important? read more

First of all, I just want to say the worst customer service I ever experienced. I was transferred multiple times and each representative was rude and sounded like they didn't want to take my call, even one rep told me " your calling again" WOW!!! Good job! Each rep advised me that they couldn't help me after they sent me my bill to my new home address then all of a sudden our bills stopped coming. They were sending the bill to the wrong address!!! So no one hurt!! We tried to pay the bill on line and over the phone and it couldn't be done because for security reasons we need to enter our zip code which we did! So it wasn't taking our zip code because EL PASO ELECTRIC COMPANY was sending our bills to a different address and we couldn't make the payment due to the wrong zip code. So as I explained myself to each rep and every rep told me the same thing, " well I can't do anything for you." Each rep had an attitude and would cut me off!! Even speaking with a manager I got the same thing from the manager. To no help I had to track down the previous owners of the home to get their zip code so I can at least make a payment so we can have power!! But once again, horrible reps, horrible customer service and please when hiring call center agents to speak with customer, hire friendly representatives. read more

Yes their no doubt el paso electric the biggest thefve their is get cheated on your bill n service n now with they low budgets bill i just cancel my service n my final bill from a 100 went to a 400 n still going better way to go home owners is solar panels n stilll like that they charge u a fee a cut or like the mexicans say a mordida read more