Contact Liberty My Account Support

by CG123**

For over 6 months now Liberty has implemented a new billing system and it is shockingly broken. The old system was antiquated but consistently worked. It was easy and reliable with invoicing and auto pay, but now I’ve received 3 months lumped together, and typically 2 months. Auto pay does not draw on the due date and you never know when it will pull the funds. It is typically 2 weeks late and you can’t change the auto pay date - it is always the due date.

Now, Liberty has added the huge annoyance of sending “your payment is late” emails. I called today to give more feedback and feel so sorry for the staff who have to listen to the problems and apologize but they can’t fix it. I bet staff turnover is high due to this. It makes my bank account reconciliation harder to do because I never know when Liberty will pull their payment, but I can count on it not being anywhere near the due date.

I tried calling customer service, but the auto system says how higher the call volume is and to try another time! I’m sure there is never a good time, but when I have tried to fix this in the past snd the staff are incredibly polite, but nothing changes. Please stop sending your late notices and just fix your auto pay system to run on time. I can’t fix this.

by Me3827274

Be warned that when you make a payment your balance does not change for a couple of days. Even if you make the payment with a card the balance will not reflect your payment. And then if you accidentally make a double payment because the balance didn’t change when you made your fist payment Liberty will not refund your money for 10 business days. They say they have to wait for the money to post. Well it’s 2022 and money posts pretty immediately, I even called them with my bank on the phone to confirm they all the way had my money and Liberty still refused to refund my money. Even their manager said that it was because of the payment system in this app. I have never in my life heard of someone having to hold my money for 10 days before being able to refund it, absolutely absurd. And then of course because I literally have no other choice for an electric company I have to bend over and take it. Nothing was done for me as the customer. They just held my double payment of $250 like it was no big deal. And I have to continue to give them my money every month. The app is trash. Do better.

by Jjgotjuice2

I was Out of town and I couldn’t pay my bill on the website so I downloaded the app to pay. Sure enough I couldn’t pay on the app either. A Message would pull up saying try again later. Almost had my power shut off due to this. Can’t see my usage for the months and often times I check my bill a message will say something went wrong try again later. I’m would like to see my usage each month because I was out of town for half of the month and my bill doubled from the month before. Even tho I had the air off and lights off while I was gone. It’s 2022 it shouldn’t be hard to make a app that works decently. If I could give 0 stars I would.