CPL Retail Energy Customer Reviews

Great Service

I have never had any problems with this company. I have been with CPL for many years.

Changed price of kilowatt usage

Very helpful caring personal who explained to me different plans to help customer lower price

Good company

You can depend on CPL

Satisfied

Great website good prices good service.

GREAT Service.

Needed a lower monthly bill...as a retiree. ..CPL was most accommodating with a lower monthly plan. THANKS

Great customer service

Customer service worked really hard to get us connected in our new house. They made it easy and we had power in just a couple of days after making the initial inquiry.

10 star award

Over the years going to other providers I found that even though prices all over have gone up every where. CPL has continued to provide low prices at times when I thought I was going to see higher prices.

Cpl energy

Connected fast and great price love it!

Its ok not the best

Not the cheapest

Confusing Policy leads to confused customer service

I signed up with this company a year ago, from the beginning they seemed disorganized and confused. For example, the terms of the contract I signed up for was never applied and instead I received and different contract terms. I was about to contact them and perhaps the authorities to make them abide by their original contract but when I received the first bill I saw that the calculated TDU fees were in fact far less than the contract terms (about $0.012/KWh), this is in direct contrast to every single contract terms I have read on all energy company websites, and all of them say the TDU fees are not marked up and directly passed to customer!! However I took the discount and was happy with until the end of my when suddenly the fees shut up and it did not make sense any more to stay with them. I called and spoke to their customer service in INDIA but could not understand adequately what they say (sorry nothing against Indians but very very difficult to comprehend the accent) more over, they were fully uniformed about the process and could not provide any sane logical explanation. So their customer service appear just a cheap front facade to fool the requirements. Yet when the billing time comes around they are quick to charge you a 5% for paying ONE day late, happened to me twice. At best I would say they cannot explain what the charges are and how it is calculated, thus I am signing off with them and would go to try another-- hopefully a better un-confused company with English speaking customer service. I would say that the price was good for a while, and if they put their act together and clarify the charges they may have some success, but not under current circumstances. Every thing that I did and worked was online, never placed a request or order change through phone- the online stuff worked.

Meh

Everything customer service wise was a hassle, but the price was pretty good

No Follow Thru

CS Reps are nice - but there is no follow through for the promises made. It takes me about 5 calls in order to connect with a supervisor as I keep getting hung up on each and every month. I am trying to correct a mistake in my plan which goes back to June.

Neighborhood Blackout

I wouldn't recommend getting CPL as your electricity provider. They don't care about their customers. Their electricity goes out at least 6 times a year, sometimes for 10 hour straight, just like today. Oh there's a hurricane coming? One that's going to miss the city completely and bring about 10 mph wind? Here, have 3 days without electricity. They have these new RF meters they installed that reports back usage/diagnostics wireless like when the electricity goes out. Looks like it doesn't do it any good. What's the point of having it if your electricity goes out, while your front neighbors with a different electricity company still have theirs on? Brownsville, Texas.

Quick to disconnect--Slow to reconnect

I switched to Direct Energy when a representative came to the door at a time that I was displeased with TXU. I was offered a $200 gift card that was never received. My billing date was set immediately before my monthly pay date. With 3 kids in college and a due date three days before my monthly pay check, I sometimes did not have the entire amount by the due date. I tried to change my billing date, but it couldn't be done. When I tried to negotiate payments, I could never reach a representative. I was disconnected twice. Once was a week after my due date and the other time was immediately after the due date. Each day it was near 100 degrees when the power was disconnected while I was at work. When I called upon arriving home, the Canadian service representatives said that service could not be restored before two business days, even though I had paid in full. Oncor could not act until the order was eventually received from Direct Energy.

My Scary Bill

Turn off the lights to save energy,I told somebody. "Mom the bill is here,someone yelled. Lets see the price. What! 400.00 dollars! How much?. Four hundred dollars plus tax,I yelled back.We better change company,I told them.

Loyal customers for 45 years sadly disappointed about unauthorized cancelation of service

Sad and disappointed about unauthorized cancelation of service. We have been loyal customers since 1975. That is 45 years of being a loyal customer. We have never had issues with CPL . Outages and yard lights fixed in prompt manner. Service people friendly and knowledgeable but the phone customer care sadly not the same. Our issues are of late. Waiting for our bill and due date days away I called for info of bill payment to pay by phone( we always pay with paper not liking online nor by phone payments).. Only to be informed that some unknown ,unauthorized "entity" called and informed them, CPL, to cancel our service. Unbeknown to us(authorized account holders) I was informed of this and so I informed them we did not authorize it as we live there. I do not know how this unknown, unauthorized "entity" was given permission by them, since a person needs to give personal info, pins and such when trying to call and speak with an operator from CPL which I did not authorize nor give permission nor know the identity of such "person". And so I called yet again and they fervently said that we had to cancel our new "provider " first??? I asked which one since only we have had you since we built the house in 1975... and so they went ahead and did some clicking away and informed and gave a work order number. When we called nothing happened. I called yet again and given yet another work order number was given. Electricity was turned off a wk ago. Food was spoiled, my son I am having to take to a relative since school is virtual so he cannot use laptop nor our internet since it is down due to CPL turning off our electricity without our authorized request, water heater not working as electricity is off. And so it has been hard and stressful aside from worrying about the pandemic and all. We have or I should say" had" two accounts and I am just wondering and thinking if they will also do the same to that account being that it is a church. Very sad and disappointed and stressed out. Thankfully no one is on a medical machine at this time or it would be an even more tragic situation. Hoping I can find a solution to this unforeseen situation.

Trying to trick people into switching back to CPL

I have had to deal with block walkers who try to trick customers around my block to switch back to CPL from other companies by asking only permission to verify their meter on their properties. Multiple neighbors have complained and I have talked to the CPL workers walking the blocks trying to trick the people by the way of possible future shutdowns being reported to CPL since CPL runs the system. They use the same excuse with every neighbor I have spoken with until I verified that all they wanted to do was verify the meter on the property to switch the customer from whatever company they had prior to CPL and that's when they quickly held their hands and said good night when just a few days prior my neighbor to the left couldn't get them to leave her alone. That is a bad practice CPL for getting your old customers back. Shame on you.

Rip off

I switched to CPL from a Just energy..they explained kw rate 0.137 free weekends starting Friday evening until Monday am..kids in school from 7am to 6pm..adults work out of town from 7am to 6pm Mom through Friday..yet my current bill $253.61. Saved $55.79..woopty do..cant believe we at home all evening Fri..all day Sat n Sun..do shit load of laundry and drying on weekend since its free..and only save average about $8.50 a day on weekends? Hasnt been cold or hot all month of Feb so havent used ac..our stove is broken so no 220volt items being used...AGAIN..rip.off...STAY AWAY from CPL and only been with them x 3 months..and a $29.95 recovery fee? WTF

Terrible Service with their terrible technical online payment issues.

I've been a loyal customer for several yearz onlynfor them to shutboff my service after having troublr paying online. I eork ling uours and long days. I dont have time to contact anyone by phone to pay my bill.
So frustrating to come home from work after a long night of working to find the powers off. I contacted them by phone and the person who spoke to me said he would have the restoration in 2 to 4 hours but it depends on how the technicians feel. IT DEPENDS ON THEM ON HOW SOON THEY WILL TURN THE POWER ON. no one has time to be waiting on that. Terrible terrible.

NOT how to treat 30+yr Loyal Customers

Will never use or recc

I would never recommend cp&l to anyone. In August I called to c about making payment arrangements, I was approved. I was to pay 95.00 each month till I was caught up. In September during hurricane Harvey I contacted cpl again, I was still having trouble paying my bill. The gentleman I talked to at cpl told me to pay the 95.00 plus I told him I could make a 100 dollar payment on my regular bill. So I paid 195.00. I was told by cpl that I had not made my monthly bill so I defaulted according to them. When I called twice to try to fix the problem I was told both times I had to pay something immediately if they were even going to try to help me. I received a disconnect notice today for Monday the 23rd. When I called cpl the woman I talked to was rude and no help at all. My bill says I owe 765.00 when I called I was told I owed over 8 hundred dollars and that I had to pay the full amount or my bill could not be turned back on. Cpl also has a switch hold on my name and property, which means cpl would rather my family be without power rather than help me try to pay my bill.

Horrible experience

My power was disconnected, come to find out I had been paying CPL for five months without knowing it. so I tried to reinstall service was told three different amounts to reinstall service by several different people after the fourth person they blacklisted my account. Said that I could not get service and that I could not even speak to anybody. Insisted I'd have to wait 3-5 for them to call me or pay $600. Then every person that answered my phone call was just plain rude! Five minutes later I got an account with TXU with a better rate nicer customer service and people who I could actually understand. I do not recommend CPL at all. I have been with them for over 10 years and had several problems!!

Horrible customer service...horrible interaction...just horrible!

Horrible customer service, don't listen, charge you for services you've already paid for, tack on "extra" "disconnect" charges, even though you did not choose to tx to another provider. Point the blame at the customer even though the customer was not the company that called to disconnect service.

Customer Service

...or lack there of...incompetent employees... high prices and hidden fees...

Worst Experience Ever

This has been the worst experience with a service provider. There was an inadvertent switch on our account whereby another energy company took over our account. Not sure how this happened, but was told by CPL in April that I would need to contact AEP to find out who. Upon calling AEP they said that CPL would need to take our bill back over. I worked with CPL from April until July trying to get our account reinstated. They eventually cancelled it saying that I waited too long. They told me I would need to set up a new account. I tried to do this but there was an error. I then received an email from them requesting me to call within 24 hours. When I did this the customer service rep had no idea why I was calling and didn't see my order for a new account. They told me I should actually connect this account to my other account. When this didn't work either, the rep told me someone would contact me in 24 hours. Same scenario. When I called back they didn't' know what the error was or how to fix it. They said it seemed like a credit issue. I asked to be transferred to their credit department but they only had an email address. I emailed the credit department and finally heard from someone who apologized for all the trouble but didn't have an answer. She promised to call back the next day. When the person called back they said my account was being set up as a residential account but needed to be set up as a business account and would transfer me to the business department and explain the situation. Upon transfer, the person thought I had called them and had no knowledge of my issue. When they looked up my account they did not see any orders and suggested I try again to set up a new account. They said I would need a separate account and not to add on to my existing account because they were different types of services. This is what I had originally tried to do! Supposedly the order is in place and will go thru this time. I'm not holding my breath. This has been the worst and hardest experience trying to request service. If it weren't' for our contract on our other account, I would choose someone else in an instant.

Does not Honor Terms of Plan!!! BEWARE, FIND ANOTHER ELECTRIC PROVIDER

I HAVE NEVER POSTED A REVIEW ON THE INTERNET BEFORE BT I AM MOTIVATED BY THE OUTRAGUS EXPERIENCE I HAVE HAD WITH THIS BUSINESS.
CPL is not honoring the term of our contract. I have spent many hours over the phone with them without a reasonable conclusion. I have provided them with the written proof of terms agreed to (I am a CPA so I keep Proof of everything I do... a good habit when dealing with those that can not be trusted) Even with the written proof they have been unwilling to honor the terms.... "someone put the wrong code into their system"... "they don't see that kind of plan was offered at the time I signed up"...it goes on and on... I sent them a copy of the letter I received in the mail from them and the detailed terms discussed over the phone with their employee. ... they are still not billing me according to those terms. THIS IS NOT THE CPL COMPANY WE GROW UP KNOWING. BEWARE AND FIND A MORE REPUTABLE ELETRIC PROVIDER THAT WILL ABIDE BY TERMS OF THE AGREEMENT!!!!

Bad service

Had a very hard time to disconnect to build new home now having a hard time trying to connect for new service

Horrible billing and collections service

I am now on month 6 of billing. When I setup the account I gave them a credit card to run each month. They told me the card was a problem, so I gave them 2 more. It is weird they can't seem to run a card correctly, and I keep getting late fees, etc. This last time I gave them my Amex card which alerts me to charges. My bill says, DO NOT PAY, Auto Debit will be processed on 9/5. Of course it wasn't and I verified with Amex that they haven't even tried. What a poor excuse for a business. Every time I call they have the excuse their "system is being upgraded" please call back.

Customer service and rates

Customer service ice pitched me a 6 month plan yet didn't have the patience to explain it. Maybe he was not educated himself. He later told me in the conversation that his rate was different than the one online with my account and it was my responsibility. I asked him where online can I educate my self on my responsibilities he turned rude. Management needs to clearly define their role to sell a product along with courtesy. I'm not one to raise my voice, I did come close.

RIP OFF AND RUDE

I had a renter move out of my house and went to get the electric switched to my name, they set me up with a new enrollment and ran credit check...came back saying i needed a 50 dollar deposit, i said ok, they charged my bank card 50 dollars...4 hours i got a call from them and they said i wasnt enrolled that i had to do it all over again and that my 50 dollar deposit i couldnt get credited, i ended up losing 50 dollars....they are rude, didnt care to help even though the first person i spoke to said i was enrolled and got email confirmation saying i was good to go and payment went through....i will never use them again...and for all others out there.....STAY AWAY from CPL

Poor customer service

I always kept CPL because of their service, but a recent experience has changed my mind. Trying to get an error and its repercussions fixed has taken me over a month and many hours on the telephone. It is still not fixed and I have had too many people tell me they can not help me and not pass me to someone who can. Understandably I am looking for a new supplier.

STAY AWAY COMPANY CANT EVEN PUT THERE REAL NAME

CPL has lied to me for years i was told that i had the same compeny for 30 years wrong its direct enerrgy why cant they just say the compeny real name stay away why hide from the truth

Bogus charges, horrible customer service --STAY AWAY!

My family and I have been with CPL for over 40 years. Weve never thought about shopping around for a better price. We have stayed true to CPL. Our bills are outrageous during the summer months, and of course we thought it was our home, older home poor insulation. Last summer I questioned their meter reading and they gave me a better kilowatt rate, but I had to agree to an extended contract with them for 1 year. Rarely do I look at my statements, I look at my bill online and pay it. But this time I took a look at my statement and found such a laughable bogus charge collection recovery fee of 29.95. I called them and asked them what that fee was about. I was told that when my account goes into disconnection status that they charge 29.95 for a disconnection fee. I was outraged! I paid my bill 5 days after it became due and on the website I had to option to split my payment for my next pay period. I got a reference I.D. number for both payments and that was that. So if arrangements were made, both given payment references, I asked why am I still incurring this bogus disconnection fee. Customer service was the worst! I couldnt get a straight answer from them. I was told that someone would be calling me to explain this charge. How can they explain away such a charge? My actual bill was not that high, but the additional charges and taxes were well over 100.00 dollars added onto my bill. I cant wait to get out from underneath these thieves! I wish someone state or federal would review how they are charging their customers. Now I question everything with CPL. I never thought I would. I do feel foolish it took so long to see their shady practices. They could care less about their customers as long as they can line their pockets with as many fees as they can tack onto each bill they send out. I will give a follow-up review of my conversation with the supervisor that is supposed to explain this charge, but that is giving them the benefit of the doubt that the call will actually be made. I would rate in the negative if I could.

Closing account was a nightmare

Customer service told me to pay separately because automatic deductions do not apply to final bill (I had sold my home). Well, I did just that and what happened? Of course, they also deducted the same amount automatically. Now they tell me that it would take 4 to 6 weeks to return my money. FOUR TO SIX weels... Wow.
If you are delinquent for that period they will charge you interest. They claim that is their policy. My reply: change your policy. CPL customer service is horrible.

Post dergulation, CPL is AWFUL

I have had several different accounts with CPL for years. Lately they have appllied the wrong checks to the wrong accounts repeatedlty, Lost multiple checks for 2 or 3 weeks and then "Found" them, Their customer service people have gottern rude and arrogant, and their prices on electricity just suck. While trying to clean up a misapplied check they posted to someone elses account, both my wife and I were treated as if we were idiots, told we needed to show our bill to our accountant and treated BAD. After I ordered a change in provider to Reliant I called them to again try to resolve their misapplication of a check. Over a 2 week period we faxed the front and back of the check 6 times. They now admit they have misapplied the check but still have not corrected the problem. 1 day before my electricity was to be switched, with them admitting they had misapplied the check, they disconnected. CSR's are uninformed, Unempowered and RUDE. Rates also dropped by about half after switch.

CPL SUCKS

The worst customer service ever experience ever.

Great Service

I have never had any problems with this company. I have been with CPL for many years.

Loyal customers for 45 years sadly disappointed about unauthorized cancelation of service

Sad and disappointed about unauthorized cancelation of service. We have been loyal customers since 1975. That is 45 years of being a loyal customer. We have never had issues with CPL . Outages and yard lights fixed in prompt manner. Service people friendly and knowledgeable but the phone customer care sadly not the same. Our issues are of late. Waiting for our bill and due date days away I called for info of bill payment to pay by phone( we always pay with paper not liking online nor by phone payments).. Only to be informed that some unknown ,unauthorized "entity" called and informed them, CPL, to cancel our service. Unbeknown to us(authorized account holders) I was informed of this and so I informed them we did not authorize it as we live there. I do not know how this unknown, unauthorized "entity" was given permission by them, since a person needs to give personal info, pins and such when trying to call and speak with an operator from CPL which I did not authorize nor give permission nor know the identity of such "person". And so I called yet again and they fervently said that we had to cancel our new "provider " first??? I asked which one since only we have had you since we built the house in 1975... and so they went ahead and did some clicking away and informed and gave a work order number. When we called nothing happened. I called yet again and given yet another work order number was given. Electricity was turned off a wk ago. Food was spoiled, my son I am having to take to a relative since school is virtual so he cannot use laptop nor our internet since it is down due to CPL turning off our electricity without our authorized request, water heater not working as electricity is off. And so it has been hard and stressful aside from worrying about the pandemic and all. We have or I should say" had" two accounts and I am just wondering and thinking if they will also do the same to that account being that it is a church. Very sad and disappointed and stressed out. Thankfully no one is on a medical machine at this time or it would be an even more tragic situation. Hoping I can find a solution to this unforeseen situation.

Trying to trick people into switching back to CPL

I have had to deal with block walkers who try to trick customers around my block to switch back to CPL from other companies by asking only permission to verify their meter on their properties. Multiple neighbors have complained and I have talked to the CPL workers walking the blocks trying to trick the people by the way of possible future shutdowns being reported to CPL since CPL runs the system. They use the same excuse with every neighbor I have spoken with until I verified that all they wanted to do was verify the meter on the property to switch the customer from whatever company they had prior to CPL and that's when they quickly held their hands and said good night when just a few days prior my neighbor to the left couldn't get them to leave her alone. That is a bad practice CPL for getting your old customers back. Shame on you.

Rip off

I switched to CPL from a Just energy..they explained kw rate 0.137 free weekends starting Friday evening until Monday am..kids in school from 7am to 6pm..adults work out of town from 7am to 6pm Mom through Friday..yet my current bill $253.61. Saved $55.79..woopty do..cant believe we at home all evening Fri..all day Sat n Sun..do shit load of laundry and drying on weekend since its free..and only save average about $8.50 a day on weekends? Hasnt been cold or hot all month of Feb so havent used ac..our stove is broken so no 220volt items being used...AGAIN..rip.off...STAY AWAY from CPL and only been with them x 3 months..and a $29.95 recovery fee? WTF

Changed price of kilowatt usage

Very helpful caring personal who explained to me different plans to help customer lower price

Good company

You can depend on CPL

Terrible Service with their terrible technical online payment issues.

I've been a loyal customer for several yearz onlynfor them to shutboff my service after having troublr paying online. I eork ling uours and long days. I dont have time to contact anyone by phone to pay my bill.
So frustrating to come home from work after a long night of working to find the powers off. I contacted them by phone and the person who spoke to me said he would have the restoration in 2 to 4 hours but it depends on how the technicians feel. IT DEPENDS ON THEM ON HOW SOON THEY WILL TURN THE POWER ON. no one has time to be waiting on that. Terrible terrible.

NOT how to treat 30+yr Loyal Customers

Satisfied

Great website good prices good service.

GREAT Service.

Needed a lower monthly bill...as a retiree. ..CPL was most accommodating with a lower monthly plan. THANKS

Great customer service

Customer service worked really hard to get us connected in our new house. They made it easy and we had power in just a couple of days after making the initial inquiry.

10 star award

Over the years going to other providers I found that even though prices all over have gone up every where. CPL has continued to provide low prices at times when I thought I was going to see higher prices.

Cpl energy

Connected fast and great price love it!

Will never use or recc

I would never recommend cp&l to anyone. In August I called to c about making payment arrangements, I was approved. I was to pay 95.00 each month till I was caught up. In September during hurricane Harvey I contacted cpl again, I was still having trouble paying my bill. The gentleman I talked to at cpl told me to pay the 95.00 plus I told him I could make a 100 dollar payment on my regular bill. So I paid 195.00. I was told by cpl that I had not made my monthly bill so I defaulted according to them. When I called twice to try to fix the problem I was told both times I had to pay something immediately if they were even going to try to help me. I received a disconnect notice today for Monday the 23rd. When I called cpl the woman I talked to was rude and no help at all. My bill says I owe 765.00 when I called I was told I owed over 8 hundred dollars and that I had to pay the full amount or my bill could not be turned back on. Cpl also has a switch hold on my name and property, which means cpl would rather my family be without power rather than help me try to pay my bill.

Horrible experience

My power was disconnected, come to find out I had been paying CPL for five months without knowing it. so I tried to reinstall service was told three different amounts to reinstall service by several different people after the fourth person they blacklisted my account. Said that I could not get service and that I could not even speak to anybody. Insisted I'd have to wait 3-5 for them to call me or pay $600. Then every person that answered my phone call was just plain rude! Five minutes later I got an account with TXU with a better rate nicer customer service and people who I could actually understand. I do not recommend CPL at all. I have been with them for over 10 years and had several problems!!

Awful

I believe the company is a total rip off i called to discuss my charges and know one could give me a clear answer on what i was being charged or why the person i spoke to did not speak english well and hung up on me im very great a math and started add up my charges i used 62 kwh at 0.099 a daily charge of 0.33 ( which no one could explain) and a charge of 2.79 transmission and distribution if you do the math it adds up to 9.26 i was charged 9.60 i understand its not alot but i looked back and this happened everyday trust me it adds up. I started to think about it and i belive its just taxes if that is the case then why couldnt the three people i talked to just tell me that and it should show on the statement how much im paying for taxes needless to say im very dissatisfied with the company and have already scheduled to transfer to a different company

Horrible customer service...horrible interaction...just horrible!

Horrible customer service, don't listen, charge you for services you've already paid for, tack on "extra" "disconnect" charges, even though you did not choose to tx to another provider. Point the blame at the customer even though the customer was not the company that called to disconnect service.

Horrible

My husband and I bought a new home, we were scheduled to close on March 1st. Approximately 1 week prior to our closing I used the online system to schedule our move, I scheduled to have the power turned on at the new house on the first, and off at the old house on the 31st. Well we close on our home, we go there, the power is on great!! We are thrilled. We began to move to our new home on March 4th, at approximately 2:30pm The lights went out. Well I get on the phone to CPL, and am told there is a power outage in my area, ok that's acceptable.... An hour later at 3:30 pm I noticed that all of my neighbors had power, so I get on the phone with CPL again....This time I was told there was some sort of computer glitch that caused the transfer to not happen...I am very annoyed after being on the phone for 45 mins, and the end result was they were going to prioritize my power switch and I'd have lights by either midnight that night or the next morning... Not happy but at least there's an answer. Here's the real kick in the behind from CPL, at 5:30 the same afternoon they called me back to tell me that they couldn't turn on my power at all because the meter is owned by a different light company....well this is 5:30pm on Friday afternoon, the other company doesn't open till Monday at 8 am, so my move is in a huge mess, and I have no power all weekend--thanks CPL!!!Perhaps you should train your people to do their jobs--I could have resolved this had you told me at 2:30 there was a problem, or even at 3:30--but I guess since your loosing a customer, you had to be Nasty about it.....

Confusing Policy leads to confused customer service

I signed up with this company a year ago, from the beginning they seemed disorganized and confused. For example, the terms of the contract I signed up for was never applied and instead I received and different contract terms. I was about to contact them and perhaps the authorities to make them abide by their original contract but when I received the first bill I saw that the calculated TDU fees were in fact far less than the contract terms (about $0.012/KWh), this is in direct contrast to every single contract terms I have read on all energy company websites, and all of them say the TDU fees are not marked up and directly passed to customer!! However I took the discount and was happy with until the end of my when suddenly the fees shut up and it did not make sense any more to stay with them. I called and spoke to their customer service in INDIA but could not understand adequately what they say (sorry nothing against Indians but very very difficult to comprehend the accent) more over, they were fully uniformed about the process and could not provide any sane logical explanation. So their customer service appear just a cheap front facade to fool the requirements. Yet when the billing time comes around they are quick to charge you a 5% for paying ONE day late, happened to me twice. At best I would say they cannot explain what the charges are and how it is calculated, thus I am signing off with them and would go to try another-- hopefully a better un-confused company with English speaking customer service. I would say that the price was good for a while, and if they put their act together and clarify the charges they may have some success, but not under current circumstances. Every thing that I did and worked was online, never placed a request or order change through phone- the online stuff worked.

Customer Service

...or lack there of...incompetent employees... high prices and hidden fees...

Liars

Cpl will lie in order to cover their mistakes, they will also pass the blame to AEP, the worst experience ever, no doubt they are in over their head which makes them a very poor company, clueless

BEWARE - Rat gut sucking weasels

I cannot write a detailed report without resorting to profane language. Suffice to say, despite repeated phone calls, they cannot perform proper data entry, which leads to problems. Their Customer Service representatives are offshore and barely speak English. I am through with the frustration and am going to drop them. I have three (3) accounts with them. They, CPL told AEP that I had moved and to cut off the electricity. I did NOT move and am still paying the bill. CPL tells me I have electricity and I do NOT. I tell them to get me up and running. They want me to re-enroll and pay re-connect fees. I did not turn the service off. I cannot adequately articulate the disdain and contempt I have for this company. I'm done. If you want headaches & frustration, then this bunch of rat gut sucking weasels is the company you want to hook up with. Good Grief, what a lousy outfit!!!!!

Worst Customer Service EVER!!

I had one simple issue with a payment that was showing pulling from my VISA and when I questioned why it was not reflecting my account balance the Rep (named Alvin) was repeating the same information that did not benefit me at all. I made it clear that I understood what he was explaining however that was not my issue. He kept cutting me off when I wanted him to hear me out and got really defensive so I asked to speak with his superior. He stated there was no one over him for me to talk to. When I insisted on speaking with his Supervisor, only after I remember his name, he put someone by the name of Rachel who I was hoping may be willing to put some effort into helping me. After I explained the situation all over to her she simply stated "NO" and when I asked for further detail on the "NO" response, she said that she understood my issue and she would upset as well but still she was not in a position to even look into the issue and kept repeating "NO" for every word I tried to say. As if I was speaking to a child, she did not let me speak any further and stated that no matter who I called and tried to contact for assistance was not going to bother looking into the issue once her notes are placed. Coming from a Customer Service background myself, I could not believe that so many people's reviews are on target when it comes to CPL helping their customers. After 3 years of service with CPL and no effort in assisting their customer. Would not recomend EVER!! No one deserves to be treated like that especially by CPL.

Meh

Everything customer service wise was a hassle, but the price was pretty good

Worst Experience Ever

This has been the worst experience with a service provider. There was an inadvertent switch on our account whereby another energy company took over our account. Not sure how this happened, but was told by CPL in April that I would need to contact AEP to find out who. Upon calling AEP they said that CPL would need to take our bill back over. I worked with CPL from April until July trying to get our account reinstated. They eventually cancelled it saying that I waited too long. They told me I would need to set up a new account. I tried to do this but there was an error. I then received an email from them requesting me to call within 24 hours. When I did this the customer service rep had no idea why I was calling and didn't see my order for a new account. They told me I should actually connect this account to my other account. When this didn't work either, the rep told me someone would contact me in 24 hours. Same scenario. When I called back they didn't' know what the error was or how to fix it. They said it seemed like a credit issue. I asked to be transferred to their credit department but they only had an email address. I emailed the credit department and finally heard from someone who apologized for all the trouble but didn't have an answer. She promised to call back the next day. When the person called back they said my account was being set up as a residential account but needed to be set up as a business account and would transfer me to the business department and explain the situation. Upon transfer, the person thought I had called them and had no knowledge of my issue. When they looked up my account they did not see any orders and suggested I try again to set up a new account. They said I would need a separate account and not to add on to my existing account because they were different types of services. This is what I had originally tried to do! Supposedly the order is in place and will go thru this time. I'm not holding my breath. This has been the worst and hardest experience trying to request service. If it weren't' for our contract on our other account, I would choose someone else in an instant.

Does not Honor Terms of Plan!!! BEWARE, FIND ANOTHER ELECTRIC PROVIDER

I HAVE NEVER POSTED A REVIEW ON THE INTERNET BEFORE BT I AM MOTIVATED BY THE OUTRAGUS EXPERIENCE I HAVE HAD WITH THIS BUSINESS.
CPL is not honoring the term of our contract. I have spent many hours over the phone with them without a reasonable conclusion. I have provided them with the written proof of terms agreed to (I am a CPA so I keep Proof of everything I do... a good habit when dealing with those that can not be trusted) Even with the written proof they have been unwilling to honor the terms.... "someone put the wrong code into their system"... "they don't see that kind of plan was offered at the time I signed up"...it goes on and on... I sent them a copy of the letter I received in the mail from them and the detailed terms discussed over the phone with their employee. ... they are still not billing me according to those terms. THIS IS NOT THE CPL COMPANY WE GROW UP KNOWING. BEWARE AND FIND A MORE REPUTABLE ELETRIC PROVIDER THAT WILL ABIDE BY TERMS OF THE AGREEMENT!!!!

Bait and Switch for renewals

We had been CPL customers for the previous two years with no problems. When it came time to renew, I called to see what they could offer. Customer Service says $.062 per kWh. I immediately told them their offer sounded awfully low. The assured me the offer was correct and included all fees except tax and meter charge. When the first statement came, the rate was '$.117 per kWh. Seems the failed to mention the AEP transmission charges. No other electric provider prices electricity with a separate transmission charge. I cancelled. Now CPL wants a $300 early termination charge. I've filed a complaint withe the Redas Punlic Utility Commision and pland to take my case to small claims court. For the rest of you, STAY AWAY from CPL, there are too many other excellent providers to waste time with their bait and switch lies.

Bad service

Had a very hard time to disconnect to build new home now having a hard time trying to connect for new service

No Follow Thru

CS Reps are nice - but there is no follow through for the promises made. It takes me about 5 calls in order to connect with a supervisor as I keep getting hung up on each and every month. I am trying to correct a mistake in my plan which goes back to June.

Horrible billing and collections service

I am now on month 6 of billing. When I setup the account I gave them a credit card to run each month. They told me the card was a problem, so I gave them 2 more. It is weird they can't seem to run a card correctly, and I keep getting late fees, etc. This last time I gave them my Amex card which alerts me to charges. My bill says, DO NOT PAY, Auto Debit will be processed on 9/5. Of course it wasn't and I verified with Amex that they haven't even tried. What a poor excuse for a business. Every time I call they have the excuse their "system is being upgraded" please call back.

Harassing Phone Calls

My elderly husband misunderstood our CPL bill. It showed a credit balance so he thought he did not owe anything for that month. When I returned a call on our answering machine they said they were calling about a past due bill. The caller ID DOES NOW WHO IS CALLING. After they explained that the credit shown on the bill, was not an actual credit, but we still owed an additional amount, I told my husband and he paid it. Now, they are continuing to call. We have been a CPL customer for over 50 years, and never late or delinquent before. I have never been treated so rudely by a customer service representative. We are still getting calls, no message left, nothing, but I called back using my cell phone and learned it was WTU. I told them we do not have an account with WTU, then they said they were CPL. This representative was RUDE too. As soon as I possibly can, we are changing electric providers. Do not sign up with these people. You will be sorry.

Customer service and rates

Customer service ice pitched me a 6 month plan yet didn't have the patience to explain it. Maybe he was not educated himself. He later told me in the conversation that his rate was different than the one online with my account and it was my responsibility. I asked him where online can I educate my self on my responsibilities he turned rude. Management needs to clearly define their role to sell a product along with courtesy. I'm not one to raise my voice, I did come close.

RIP OFF AND RUDE

I had a renter move out of my house and went to get the electric switched to my name, they set me up with a new enrollment and ran credit check...came back saying i needed a 50 dollar deposit, i said ok, they charged my bank card 50 dollars...4 hours i got a call from them and they said i wasnt enrolled that i had to do it all over again and that my 50 dollar deposit i couldnt get credited, i ended up losing 50 dollars....they are rude, didnt care to help even though the first person i spoke to said i was enrolled and got email confirmation saying i was good to go and payment went through....i will never use them again...and for all others out there.....STAY AWAY from CPL

Poor customer service

I always kept CPL because of their service, but a recent experience has changed my mind. Trying to get an error and its repercussions fixed has taken me over a month and many hours on the telephone. It is still not fixed and I have had too many people tell me they can not help me and not pass me to someone who can. Understandably I am looking for a new supplier.

STAY AWAY COMPANY CANT EVEN PUT THERE REAL NAME

CPL has lied to me for years i was told that i had the same compeny for 30 years wrong its direct enerrgy why cant they just say the compeny real name stay away why hide from the truth

Bogus charges, horrible customer service --STAY AWAY!

My family and I have been with CPL for over 40 years. Weve never thought about shopping around for a better price. We have stayed true to CPL. Our bills are outrageous during the summer months, and of course we thought it was our home, older home poor insulation. Last summer I questioned their meter reading and they gave me a better kilowatt rate, but I had to agree to an extended contract with them for 1 year. Rarely do I look at my statements, I look at my bill online and pay it. But this time I took a look at my statement and found such a laughable bogus charge collection recovery fee of 29.95. I called them and asked them what that fee was about. I was told that when my account goes into disconnection status that they charge 29.95 for a disconnection fee. I was outraged! I paid my bill 5 days after it became due and on the website I had to option to split my payment for my next pay period. I got a reference I.D. number for both payments and that was that. So if arrangements were made, both given payment references, I asked why am I still incurring this bogus disconnection fee. Customer service was the worst! I couldnt get a straight answer from them. I was told that someone would be calling me to explain this charge. How can they explain away such a charge? My actual bill was not that high, but the additional charges and taxes were well over 100.00 dollars added onto my bill. I cant wait to get out from underneath these thieves! I wish someone state or federal would review how they are charging their customers. Now I question everything with CPL. I never thought I would. I do feel foolish it took so long to see their shady practices. They could care less about their customers as long as they can line their pockets with as many fees as they can tack onto each bill they send out. I will give a follow-up review of my conversation with the supervisor that is supposed to explain this charge, but that is giving them the benefit of the doubt that the call will actually be made. I would rate in the negative if I could.

CPL people are Stupid! Can't correct their own mistake!!!!

I agree with all the reviews of how poorly..to put it nicely..CPL customer service performed. They disconnect the power 4 days earlier than requested. They could not have the power turned back on. Sent me to a person to open a new account for four days. I told this person of the situation and she started to asked how I heard about CPL. Really? Did you not hear anything I just said. I told her i had my account number that all information was there. It was like talking to a brick wall. Elderly parents watching two youngs kids at home, due to a school holiday, sat in the dark. Had to take a day off to drive into town to move them days earlier than planned. Totally F@#King BS. DONT use CPL even if they give you free electricity!!!

Closing account was a nightmare

Customer service told me to pay separately because automatic deductions do not apply to final bill (I had sold my home). Well, I did just that and what happened? Of course, they also deducted the same amount automatically. Now they tell me that it would take 4 to 6 weeks to return my money. FOUR TO SIX weels... Wow.
If you are delinquent for that period they will charge you interest. They claim that is their policy. My reply: change your policy. CPL customer service is horrible.

Horrible

The worst experience ever. I am trying to cancel now. The customer service representative actually hung up on me. I guess people aren't too concerned with keeping their jobs there.

Too EXPENSIVE; RUDE Customer Service; No work on Saturday even with a problem?

Just STAY AWAY!!! Not so smart people work in customer service. If you don't like your job, find a different job and keep customers from a bad experience.

Neighborhood Blackout

I wouldn't recommend getting CPL as your electricity provider. They don't care about their customers. Their electricity goes out at least 6 times a year, sometimes for 10 hour straight, just like today. Oh there's a hurricane coming? One that's going to miss the city completely and bring about 10 mph wind? Here, have 3 days without electricity. They have these new RF meters they installed that reports back usage/diagnostics wireless like when the electricity goes out. Looks like it doesn't do it any good. What's the point of having it if your electricity goes out, while your front neighbors with a different electricity company still have theirs on? Brownsville, Texas.

Post dergulation, CPL is AWFUL

I have had several different accounts with CPL for years. Lately they have appllied the wrong checks to the wrong accounts repeatedlty, Lost multiple checks for 2 or 3 weeks and then "Found" them, Their customer service people have gottern rude and arrogant, and their prices on electricity just suck. While trying to clean up a misapplied check they posted to someone elses account, both my wife and I were treated as if we were idiots, told we needed to show our bill to our accountant and treated BAD. After I ordered a change in provider to Reliant I called them to again try to resolve their misapplication of a check. Over a 2 week period we faxed the front and back of the check 6 times. They now admit they have misapplied the check but still have not corrected the problem. 1 day before my electricity was to be switched, with them admitting they had misapplied the check, they disconnected. CSR's are uninformed, Unempowered and RUDE. Rates also dropped by about half after switch.

Stay Far FAR away

My checks are applied to wrong accounts 3 times.

My payments take 10 days or more to post when they get there because...

My payments are always "Lost." I am an accountant. I never miss a date. They claim they send my payment elsewhere after they get it.

They say 7-10 days to process a mail payment... WHY?

They take more like 10-15 days... WHY?

They are nasty to you on the phone. Their people seem to know nothing and do nothing. Add a serious dose of "Snottiness" to their Phone Reps.

I will NEVER trade with these people again. EVER

I'd ground my daughter for a month if she ever said to me what their reps have told me.

Hassle to Disconnect

My Bro in law is in Nursing home blind and
deaf. I got them to disconnect his Electricity only after days of Emailing back and forth
and sending documents to prove I had the authority to speak for him.

All other utilities were cut off with a simple phone call. Their Customer service Sucks!

The worst customer service

I called them today with an issue with my bill i have been with them for 10 years straight i have never, not paid them i always pay them but my bill is always paid 5 days late cuz thats when i get paid every month and they wont change my billing date to accomadate me but 25 years i have been with this company all together but ten years straight at one address and they treat me like im nothing a 25 year customer im just wondering how they treat new customers cuz man they treat long time customers like dirt to step on. on top of everything i got yelled at and attitude from a supervisor cuz they told me well your always five days late well i told them my situation and its been like that for ten years but for ten years i pay them. they were so rude to me i wanted to tell them to stick there electric but i just shut up but im looking for a new company asap!

Quick to disconnect--Slow to reconnect

I switched to Direct Energy when a representative came to the door at a time that I was displeased with TXU. I was offered a $200 gift card that was never received. My billing date was set immediately before my monthly pay date. With 3 kids in college and a due date three days before my monthly pay check, I sometimes did not have the entire amount by the due date. I tried to change my billing date, but it couldn't be done. When I tried to negotiate payments, I could never reach a representative. I was disconnected twice. Once was a week after my due date and the other time was immediately after the due date. Each day it was near 100 degrees when the power was disconnected while I was at work. When I called upon arriving home, the Canadian service representatives said that service could not be restored before two business days, even though I had paid in full. Oncor could not act until the order was eventually received from Direct Energy.

Customer feedback

CPL is OUTRAGEOUSLY EXPENSIVE,EXPENSIVE,EXPENSIVE!

I'm suspicious/have doubts with the ACCURACY of
their electric METER READING.
I was out of town for few months,the circuit
breaker was shut off and nothing plugged inside.I
was shocked that Cpl billed me for electric usage.

The variable plan rate is extremely labile-out of
the blue,the next bill jumps to double/triple of
the previous bill,with electric usage generally
unchanged.

Good credit poor service

I just recently had an emergency..my father-in-law passed away and I had to travel a distance. While I was gone something went wrong with my payment process "Choice Pay" and choice pay didn't submit my January payment. Yesterday I contacted CPL to start service at a rental location. They informed me I didn't make my payment and that a disconnect notice was out. I have never missed a payment and did not maliciously forget this one... "Choice Pay" issue caused the no pay. That was yesterday, I spent 3 hours on the phone, made my past due payment, and today they still will not connect at my new location. Stay away from this company, it doesn't remember what Customer Service means!

CPL Retail Energy Worst Company!

I was tricked or should I say lied when I first came to this company. They had told me that my deposit would be returned if I could keep my payments on time for a year...they did not say the first year! I had to leave $300+ for deposit. In the first year I had ONE late payment and with that they will NOT return my deposit. I have always paid on time and now they say I'm not getting my deposit. I am very upset at this company not only is it very expensive but they can sure screw people off their money!

My Scary Bill

Turn off the lights to save energy,I told somebody. "Mom the bill is here,someone yelled. Lets see the price. What! 400.00 dollars! How much?. Four hundred dollars plus tax,I yelled back.We better change company,I told them.

CPL SUCKS

The worst customer service ever experience ever.

Its ok not the best

Not the cheapest