Lubbock Power & Light
Reviews and Complaints

Only Lp&L will find a charge not on your bill to turn you off for. Payed up in full in December, should only have Dec/Jan bill to worry about, and an imaginary 211 that came out of no where warrants turning us back off again. I hope you all rot in hell for your manipulation and price gouging. 3107 58th. If you need it, not like you'll do anything about it, just squeeze your customers dry before you disappear into the obscurity of energy deregulation. I'm thrilled your monopoly got broken up you robber baron, greed driven [censored].

I’ve been trying to pay my bill for the past 2 days! No one answers the phone or the call drops when I try to pay through the automated system. The online option to pay is glitching and will not allow to pay that way as normal. My only option is to go in person to pay a bill. Who goes in person to pay a bill these days in 2023?

Dates: October 02, 2023- October 04, 2023. It’s bad enough we pay outrageous prices for sketchy service, the LEAST your company can do is make the payment options easier!

I paid a very high utility bill last month! It usually is $200, kast mo th I did pay $85.. the bill that I originally received 2as $200.. I was going to pay the $74 when I had gotten paid again..I went on to mak3 a payment and saw the the bill was $400! So, I did pay it...also , today, I found out that It was $400 again! My daughter help3d me pay the bill! Why is the bill so darn high? I have tried calling lol utilities customer service, they don't seem to want to answer the phone to talk to a customer, but the sure want the payment! I am very annoyed by this! I have questions about why my bill is so high, and they don't want to address those questions! It's l8ke the are padding the bill and they are avoiding talking to me!

We moved into a newly built home in June . When we received our first water bill, they stated that we used over 36,000 gallons of water in 1 month. The builder had previously been watering the newly laid sod heavily, but the day we moved in I changed the watering schedule to a much lower setting. We have called them several times to resolve this and they have said the water usage is correct, but every month since the water amount used hasn't been half of that first month that was billed. LP&L refuses to look back at how much water usage the builder was charged for the time before we moved in since they are the ones that used that large amount of water. They told us we would need to file a complaint with the water department who said this was an LP&L issue when we called the water department. There are many customers in our neighborhood that have received large water bills after moving in, but have received the same terrible customer service with no fix to the issue.

On Monday, 8/2, I attempted to contact Lubbock Power and Light by phone at their Customer Service phone number (XXX) XXX-XXXX on 4 occasions, only to receive busy signals 3 times (3:34pm, 3:34pm, 3:37pm) and put on hold 37 minutes (after finagling getting through at 3:38pm) and then my connection was dropped, supposably because of internal error. I was attempting to get service put in my name for 2 of my duplexes where tenants have moved out and I needed the electricity on in order to do make readies. On Tuesday, 8/3, I again attempted to contact Lubbock Power and Light by phone at their Customer Service phone number (XXX) XXX-XXXX on numerous occasions, starting at 9:24am (got busy signal), 9:25am (put on hold for 18 minutes, I had to hang up) and then again at 9:56am (where I'm still on hold after 1 hour +). While everyone can understand busy periods, but this is excessive. I would like a call from Cus Srv Mgmt commitment to improve wait time for their customers.

Hello! I am reaching out to file a complaint for LP&L. I work at The Boulders at Lakeridge Apartments. We work very closely with them as our residents are required to use them for service. In the past 3 months, the service has been absolutely ridiculous. Just this week, they have been completely unreachable. They do not answer the phone & if you get lucky and they DO answer, it's a 2 hour phone wait. They do not respond to emails. We went up to the office today to get electricity turned back on for 5 of our units. They told us at 3:30, it would be a 3 hour wait. Kinda strange considering they close at 5, no? We are unable to complete our work if they cannot be bothered to do theirs. They had 15 people up there but if you try calling their office, you get a busy tone. No one was answering ANY calls the entire time we were there. So I am just not understanding how this can be considered a business when they do not actually work. Please feel free to reach out for any questions.

I received my bill from LP&L. The bill shows $120.13 in charges, but the final amount due shows $209.31. There is no explanation on the bill itself that shows where the difference of $89.18 comes from. I called them and spoke to a worker. She told that the amount is correct because last month they had trouble connecting to our meter. They did not get the correct reading the first time even though they sent the bill out to me and we paid it. She said the amount we used was actually more than what we were billed so that bill was cancelled and a new one was sent out. We never received this bill, we never received a call, an email, or letter showing any of this. I asked for proof and they can not provide it to me. This months bill shows nothing about an account balance being past due and I am having to pay for something that I have no idea where it came from. The attached documents are my current bill and the screen shot of my dashboard that shows that there was no additional bill.

We have been customers of LPL since December , we added service and set up auto draft as soon as we could. In February LPL drafted $12.22 In April LPL drafted $300.45 I called 4/27 and was told that our balance was 193.01 and there was a "pending" bill of 107.44 so they took another amount. In May LPL drafted $207.65 In June they drafted $157.03 Now I get a bill for $565.26 - however, new charges are for only $340.02 I called and spoke to 4 different people they put in a "service ticket", Gabby calls me back and leaves a message except you can't call her back - you go through the whole process again. Finally, they explain that my water meter was not reporting correctly and they are charging me going back to May for incorrect water reading due to the meter not working properly. No letters have been issued explaining this. It's not on the billing statement. It's just ridiculous. I have never seen a company that bills this poorly EVER. No credit, no apology it's

I had not received a bill from this business since 2/24 and have called 2-3 times regarding the status of my bill. No reason other than "need to read the meters real good". I contacted my City councilman, Mr. Christian 2 times with no response. I received two bills on Saturday totaling $1250, with late fees and deposit charges that should have been credited in March. I cannot begin to tell how many times I called to try and resolve numerous issues. Each time Im on hold for a minimum of 30minutes before speaking with an agent who has no idea whats going on. This morning I attempted a phone call to resolve this and was on hold for 36 minutes then disconnected. I have been a customer in good standing with this company. This all stems from a move we made February 10 and LPL's new computer system, so I was told. My goal is to talk to someone that can make a difference in what i owe and get it right & return calls. No per cust serv since flood. Im sorry but problems uploading doc.

In July , I have had issues with our bill from LP&L. Our stormwater bill has been $11 since August when we moved in. Since July, stormwater has been $21. When I call they say that they charged us for both units of our duplex instead of one. They said we would get a credit of $10 on our next bill which we still have not received so now they owe us a refund of $30. In Sept. I went to talk to them in person because our paper&online bill did not match. They said we have a $308 deposit that they used for Aug. so we did not have a bill. In Sept, our bill had late fees&was unpaid from Aug. Debbie said that the lady who told me about the deposit was new&did not know. They gave us $144 out of our deposit for electric only for Sept. but we had to pay Aug.&Sept. water which was $202 on our paper bill, $196 online&Debbie said in her system it says $209. She said I should just pay what she says even if I dont have paper proof. We're still missing $164 from the deposit for this months bill.

Incorrect charging, immoral demand for payment, and unreachable customer service. XXXXXXX-XXXXXXX is the account number. Aug 2019 LP&L upgraded to the smart meter and the problems began. Allegedly there was a problem with the install and the meters were switched by either the builder or the contractor upgrading the meter. Since then they have been billing us for the difference caused by this error. We have tried since that time to resolve this and the only option they have given us is to pay it and find the responsible party which we are not doing. This error is not our liability. The Public Utilities Commission advised us to exhaust all avenues before they take action. 07 we received a bill with an increase of 500 kWh. This is an impossible amount to conceive and I attempted to contact customer service. I was directed to a mailbox because there are "incredibly high call volumes" and then instructed "do not leave a message here as this mailbox is not checked". I have emailed LP&L countless times in the past and have NEVER received a reply. I did, in vain, email them on this increase and request a meter verification.

Being billed for utilities on a property I haven't owned in 7 years. I received a statement through LPL's new system with the new 10 digit account number. These statements consolidate all accounts (addresses) onto one bill. On page 4 of the bill there are charges for property address XXXX XXth street. I haven't owned this house for 7 years. When LPL updated their billing system this month somehow this property was incorrectly placed back onto my account. Ive talked to 3 different customer reps and all 3 have given me conflicting information. It seems the new system has proven to be very confusing for everyone including their staff. I was told to pay the bill for the house I no longer own, or they could discontinue service to any of the properties I do currently own. Their explanation for the bill was that 7 years ago the account was setup as a landlord default and now 7 years later it is defaulting to me because someone hasn't paid their bill. (even though 7 years ago I closed the account which included the appropriate landlord paperwork; which conveniently they say they can longer find/access due to the new software). Please help.

I received my February Water Bill and paid it through my Bank Bill Pay. When I received my March Statement it showed my March bill plus past due bill in February. I contacted the City of Lubbock and the person I spoke with told me it was showing paid. However, I immediately went to my Bank and they provided the confirmation of where this was pulled out of my account and I then provided it to City of Lubbock on 4/1, again on 4/8, and 4/15 through e-mail. I was told that this was not sufficient to credit my account. I then went to my Bank again and they provided additional documentation to include where it came out of my account to add to the confirmation where the City of Lubbock received the payment. I then went down in person and provided this information and it was still not sufficient to credit my account. I have talked to the following people: Jay on 4/1, Lynda 4/8, Tifa 4/13, Tabitha 4/15 and Noel on 4/26. I talked with Suzanna in person on 4/23 and provided all the documentation AGAIN. They still won't credit my account for a bill I have paid. I have also spent 30 minutes on the phone on hold each and every time I have called trying to resolve. At this point, I am reaching out to you in desperation not knowing what else I can do or provide to get my account credited for a payment that I made on time. Product_Or_Service: Water Bill Account_Number: Account #XXXXXXXXXX

This saga has gone on for literally months. Essentially, improper billing bordering on *** as LPL is the ONLY one here! Concerns LPL acct #XXXXXXX-XXXXXXX Back in April I submitted paperwork to establish service in my name at my apartment. My roommate ran out on me as well as on LPL, a fact I made clear. I even uploaded a Dropbox link to my lease as requested. Time passes, C19 is a problem including in my family, I supposed that my fiancee had the bill on autopsy, and then suddenly my power is shut off one late September morning. I was concerned, and my fiancee has anxiety conditions exacerbated by stress. I called and found that LPL was forcing me to pay my ex roommate's bill, a bill under another name/SSN/deposit/credit profile, had to pay $500, and so I did. And then I questioned this. Since then, it's been a constant battle and I'm actually fairly done dealing with people who sit there and try and force you to pay other people's bills. I emailed the city, because in Lubbock the power company is owned by the town, and after three months they finally agreed that no, I DON'T owe another customer's bill, regardless of whom lived where when. The problem now is that I asked for a written record and official bill showing where my funds were allocated as they seem to have vanished. They offered me a line item from Excel. That's not an official bill. Additionally, they're claiming some sort of deposit of an undisclosed amount. That's not acceptable. If you allocated my funds toward deposit, I have the right to know the amount and date and where it's held. I could snow a desk with emails, all breaking FCRA, and these people want to threaten to shut me off when I can't even get an accurate bill? The bills are

I have been trying to get my account balance corrected since November . I was being charged for 2 residences since June . I kept calling and leaving messages and was told that Leeanne with collections would call me back after she was able to make the necessary adjustments. This went on for several months, and nothing was getting resolved, so I asked for a supervisor. I spoke with Tabatha and she was trying to get this resolved, I was told by her that as soon as I make a payment to call her to see if an adjustment could be done. I called and left messages for 2 weeks and didn't get a call back. I received a voice mail that my account is scheduled to be disconnected today. I called Tabatha and told her I called and left her several messages after I made a payment and she never got back to me. She said there was nothing that could be done because I didn't pay $345 I only paid $300. I told her that $300 was all I was able to pay because of other bills. She said my services were going to be disconnected. I told her I have been going back and forth since 11 and it has not been resolved. I asked who I could file a complaint, another supervisor Sheila, was no help she repeated the same thing Tabatha did. I tried to explain that arrangements were being made without my knowledge and I am being penalized for it. The balance gets higher and higher because I have to wait so long for a response and then I'm expected to pay so much at one time. I told her that I was not trying to get out of paying, I just wanted my account corrected and get put on a reasonable payment plan. Now we are expecting snow and my services are going to be disconnected. I am at a loss now, I don't know what to do. And I'm not getting anywhere with LP&L. Please help.

I been getting (what I believe is) overcharged for my water bill for 3 cycles in a row now. The first abnormal bill was on 10/07, followed by another on 10/19 and now a 3rd on 11/05. The first bill was $254.19, 2nd was $175.41, and 3rd is $172.03. My account number is XXXXXXXXXX. The first charge stuck out to me because I had that month decreased my irrigation system by over half of what I was doing, and had a lower bill on 09/16 of $95.50. Then the jump to $254.19 on 10/07, when I had done nothing but decrease my water usage. I called to ask about this charge, and LP&L confirmed to me that the meter reading on the 10/19 bill was indeed incorrect and they said they'd send a technician out to read my meter and correct the issue. After the technician read my meter this 2nd time, I received the 2nd bill on 10/19. I called about this additional bill, and LP&L told me that my meter was read incorrectly, but that I hadn't paid enough and that I therefore owed both the $254.19 AND $175.41. This did not make sense to me, and I asked for clarification and they continued to tell me that I hadn't paid enough for the water I had used. This seems incredibly unfair and wrong to me that a city utility would come back and change the price of what is owed after the fact, and charge me for it. Additionally, after talking with their staff, they assured me that the next bill after 10/19 would be lower and be "leveled out". The 3rd bill just came in on 11/05 and it is NOT lower. I now am running my irrigation system only one day a week (from my previous high of running it three times per day for 2x weeks, which resulted in a bill of only $219.06 on 08/19). I feel trapped and taken advantage of by LP&L. All they've told me is that I need to pay. I don't know of anything else I can do since they are the only water utility in town, and if I don't pay the overcharges my family won't have running water.

In Sept, the City of Lubbock Utilities charged me $27.73 for a home I moved from in March. I called multiple times during the summer for the same issue. The CSR I spoke with said they would look into and send me a new bill, and I had nothing due at that time. A new one was sent to me on Oct. 1. This bill was for $163.51, but it was incorrect as well. The charges for my actual usage was $135.78, and $27.73 was still on there. But there wasn't an explanation for that amount still being charged. My new bill was due Oct. 22, and when I went to pay it, my balance somehow ballooned to $477. I went ahead and paid the full $163.51 even though those extra charges should not be on there. We're a 2 adult household and only get water from them, so a $477 water bill does not seem right. I went there on Nov 5 to talk about it in person and got told several things. it was back charges from Feb but my bank statements can show I paid. Then it was a billing error. Then late fees from Sept. I said i had a recording of the other CSR saying I had nothing due at the time and she said that CSR was wrong and I'll have to pay for THEIR mistake. When I pointed that out, she shrugged. My bill is due Nov 12. Online it's for $302, on paper it's $201 and my usage is $96.90. She said the extra is late fees and usage. I asked for documentation on the other charges, and she said they don't have it but it's the week before it's due. She said i'd be caught up on old charges "for now" but wasn't sure about my next bill and couldn't help me. So now they're charging without FULL explanation of the charges. City of Lubbock Utilities has made it impossible to know what's due when. They send bills every two weeks and online vs paper billing is always a different amount. They back bill past the 180 days the PUC allows. They say they've had issues with their billing system since feb. but they make us pay for their mistakes b/c we don't have other options for utilities here. They are untrustworthy.

Billing discrepancy from bill to payment option, unable to make payment, and they refused to help My husband got the LP&L bill in the mail. He opened it and saw that it was $182 (rounded up, I don't remember the exact change amount). When I went to pay the bill on the 16th (the day it was due), the website was down and said it would not be back up until the 21st. I went to pay on the 21st and the account was not showing up still to make a payment. I went to do it over the phone, and the bill then said it was $265 (rounded up). This is an $80 increase from the bill we received in the mail. We both work full-time, and I have a job where I cannot use my phone except for a small portion of the day. Every time we went to call, the line was busy. I finally reached someone on the 24th after 4 attempts and 20 minutes of holding. I asked about the bill discrepancy, and her only answer was that it could have been an old bill or that some customers were receiving partial bills which is preposterous. I then told her I shouldn't have to pay a late fee of $10 when it was their fault I could not make a payment. She replied that they had sent out notification that we would not be able to make online payments. My husband nor I received notification of any kind. Not a letter, email, phone call. She just repeated that they sent notification and we should've have paid. There has never been a late fee on our account, but that doesn't matter I suppose. The main issue is the price difference that could not be explained to me. The representative just continued to repeat our balance and not answer why the price was different aside from an old or partial bill. Additionally, she then just told me to make a payment online or over the automated payment center. I could not make a payment with her. Which then made it to where I was unable to get through the phone because of the busy signal. I finally made the payment using the one-time payment option on the website. I only paid it so our services wouldn't be interrupted.