Liberty My Account

I love the new app! Easy to manage and complete what you are looking for. No more of needing your account number just to log in snd having to call into customer service for this information. Entering in your payment by credit or debit card needs some improving because as you type the number, it does not display unless you tap in the space for each number. Other than that, I love the app!!

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.

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.