Called in tonight because the power in our apartment got shut off. The first rep informed us that our power was "disconnected on April 6 due to non payment" and that "someone reconnected our power so we haven't been getting charged for power and have been stealing electricity" which is completely false and the account has not been past due and is up to date on payments and also we don't have access to the meter in our apartments. They then hung up mid conversation. When calling in again we were informed it was turned off regarding missing info. Again, false. When we told the rep what the last one said she said that she agreed with the first rep and we had to call in at 7am to get more help. So she contradicted her first statement and lied to us. Then when we asked for help tonight because we need power and ac as we live in the desert they informed us "we can just relocate". Her name was Angie and I am dumbfounded on the fact that i have just received this horrific customer service and then was told to just relocate. What a joke. Now getting legal help because we were "energy diverting". Have a great night Angie you made ours! read more

Sucks...worst customer service....I had to put a star should be minus 10 stars....worse sevice....get solar get this people out of business

They double billed my account, and when my husband noticed we our account was missing double the amount we payed to this company I called and asked if they knew what happened. Later day they emailed me with an email about how it was glitch in the system and we'd see two different credits on our statement. Fast forward a few weeks and we get a threat about having our power shut off due to nonpayment and that if we didn't pay the amount our power would be shut off without notice. Only come to find out they canceled their double payments and decided we didn't pay at all when that wasn't the case. We called and all they had to say was we needed to pull out a massive amount of money in order to keep our electricity on in the middle of summer or they'll come and shut it off wether or not we were notified. Great company. read more

There needs to be a way this company can track the way employees are conducting calls so they can better serve the community. I called with a general question and I received the wrong answer. I called again and they gave me the same answer after I told them it was the wrong information they hung up on me. I called again and the third employee reassured me the answer was correct so I asked to speak with the supervisor. He hung up on me. I was hoping to let the supervisor know this was going on but they don't transfer the call to a supervisor. read more

The online pay system works quickly and efficiently. I have had a couple issues and needed call customer support. They responded quickly and were very helpful. There was an issue with one of their power poles and I had two different representatives contact me about the issue. It was easily resolved. read more

I'm writing this because I'm absolutely furious at the way this account was handled. It seems no one cares, I have tried to communicate with several of your customer service people, to no avail. So one more attempt to maybe save someone else from frustration/heart ache in the future. My Grandmother, passed away in Feb 2018. I had her tep account on auto pay from her checking account. With everything going on I forgot and when we closed the account, I NEVER received an email on being delinquent. NEVER received disconnect notice by email or mail. Just a pink note on the door when it was disconnected. Of course on Fri, so I paid complete and paid the fee over the phone, but still no electric over the weekend. I canceled all auto payments and was under the understanding that it was paid in full. Then I get a "Pre-collection" notice 2 days after receiving a bill in the mail, that I called on and requested last 3 bills so I could make sense of why there was still a balance. She had service with you guys over 50 years, always paid her bills. This is very disheartening to be treated this way, let alone twice. I have sent final payment today and wish there was another option for electric. Hopefully you can put fail safes in place that even if it's on auto pay, that maybe at least one notice goes out by mail before being disconnected. read more

Omg worse than dealing with the irs. Want to charge a fee of 3.50 or 1% even though have had 7 different types of identification of me. My bill came out 5 days after first installment and would not accept my payment unless signed up for ebill. On hold one hour and 13 minutes. So had to sign up for ebill and then go in and unsubscribe. Totally frustrated and brought me to tears read more

We signed up with TEP 5 years ago and have always paid through their preferred way to pay which is mycheckfree.com. I paid my bill this month using the method I have for years but they never received it and they shut the power off on my tenants. I called and was informed that they no longer support mycheckfree even though when I log into tep.com and click "Pay my Bill", it takes me directly to mycheckfree. I paid the bill + $50 to turn the service back on, and then the same day the mycheckfree payment clears so I've double paid them. They won't refund the money, their only option is to let the credit go into next month so now I'm out $200 for the next couple of weeks until my next bill posts. These people are idiots. read more

In one word; thieves. I live in a small house with my brother. Somehow this months power bill was $260.00!!!! How is this possible? I am hardly home and barely have any appliances that take up electricity. This is ludicrous, how am I to pay this as a college student? read more