Direct Energy Reviews 130

I would never tell anyone to use direct.Energy, it is the worst electric company that you can go through.Do not use them

To whom it may concern:

I spoke with 3 different reps who didn't help. They all repeated the same information, and no one had a number for corporate office.
The last rep Mani #09133100 was rude and dismissive. Escalation group is a joke. He repeated what the other 2 reps before him stated. I suggest you save some money and get rid of the escalation group because they can't or won't help your customers.
My services were disconnected basically for $1.00.
I made payment arrangements on 12.15 for 96.00 payment and the balance to be paid on 12.26. Unfortunately, due to miscommunication the payment should have been $97.00. You all disconnected services and would not do anything to help me except to pay the remaining balance. If that was possible, I would have done that. I'm sure this will go on deaf ears but be assured I will never refer you to anyone. I will be sharing my story on any platform that will listen to my concerns with Direct Energy. No, I'm not always on time paying the bill but it gets paid. When you allow computers to make logical decisions you have a problem. I will be switching electric service as soon as possible.

Took my last bill off autopay and expected me to know that somehow. The last bill went to collections, I called them and paid it the day after I was notified. Two months later, the collection company says payment was never made so I paid the collection company. I called Direct and they said I did make the payment with them, they just didn't update the collections company.

I am using direct energy from last 2 years. They have great deals. Should really give it a try👍🏻

I have been a customer of Direct Energy for over six years, maintaining a perfect payment history, even during the COVID-19 pandemic. Recently, I relocated and contacted them to transfer the utilities to my new address. My initial call was satisfactory, and I scheduled the service transfer accordingly. However, upon moving in, I discovered that the utilities had not been connected. When I followed up, I was informed that the previous account had been disconnected and that they could not arrange for service connection at my new address. I was given the option to expedite the process for an additional $300.

After 14 days from my initial request, I was advised that, since the account had been disconnected, they could now connect the utilities. Interestingly, the service provider at my new address was also Direct Energy.

This experience has been disappointing and has led me to conclude that the company's priorities seem to favor profit over customer service. Consequently, I have decided not to continue my relationship with this provider.

Very bad company to go with. They keep phoning me every week, and I have explained to them I am not interested. Then a guy called Mustafa is swearing at me and calling names to my mother, sister, wife. Very unprofessional. I want OfCom to to review this company customer service. There an absolute joke. DO NOT SPEAK TO THESE PEOPLE.

I wish I didn't have to give a star! These people are horrible to deal with. My electric bill doubled in the last two years. I tried to change my plan but was told I was in a contract and would cost me $325 to get out of it. I have had them for 6 years with auto draft and this is how they treat their customers. I do not recommend these scammers.

I’ve had nothing but issues from this company. I have never had bills as high as I do never had to get on average monthly billing. I regret switching from my other electric company that I never had issues with had for over a year never had bills nearly this high. But I feel for the sales rep who came to my door and claimed to be better. I’ve had my electric disconnected twice because they forgot to pull the money out and could not explain why the money was never taken. So then I had to pay them a disconnection fee and also had to wait several hours for the reconnection, even though the money was there in automatic payment was set up. I completely hate this company.

Ive been using Direct Energy for a while now with almost no issues with billing and reminders. As I sometimes work out of town and get pretty busy i do rely on reminders to pay and usually they are pretty good. With your contract services they will give you a large grace period to pay your bill if you forget like i do. I recently opted to get direct Energy Regulated Services for Gas (pay regulated fluctuating rate) with no contract and they do send the bills, but only warn you once by email that after 45 days past your bill due date they shut off your gas. NO OTHER SERVICE COMPANY does this that Ive dealt with. I forget and I rarely pay on time but I always pay. They've shut off my gas twice this year cause i was over 45 days late paying. Ive gone 3 months before on electricity, phone and cable without paying. No grace period with these guys. They dont care at all and they dont tell you steps to take when switching to regulated services. They leave you in the dark and cut you off when they see fit. DONT USE THEM. GO WITH SOMEONE ELSE!

Well, it is not what went wrong this time but, what goes wrong every time. They place all sorts of miscellaneous charges on customer bill even if there was not a disconnection of service. There is a recovery fee of $30 even if your bill is one day late and the service was never disconnected, plus a late fee EVEN if you call in to receive an extension. I oved$2 and request a few days to pay it because I was using a seperate card and they added $3.86 late charges. If you request a printout or ledger of the monthly amounts for a year to compare to the actual bills that were mailed, the amount is always different. They send a disconnection notice and will not allow any type of option on the day of disconnection. I received a disconnection letter on the day the service is to be disconnected which is a way for them to keep harassing you about signing up for automatic bill pay so, that when they overcharge for services, it will be difficult to dispute the payment for a refund. Not to mention that the ONCOR delivery charges and Direct Energy service charge are always substantially higher than the actual usage. It is quite pathetic to charge someone $45 if their kwh usage is less than 500kwh a month, yet my usage is usually around $25 while the delivery charges are $41 or a little more. I think this company should be audited and fined for manipulating charges to make extra profit off of its customers. It seems as though Direct Energy will keep tacking charges on with the intention of a customer being disconnected so they can apply excessive charges. The $145 disconnection fee, a $30 recovery fee, late charges and then they are so corrupt, they will offer you a cheaper plan as though they are trying to help you out while charging a cancellation fee of $310 for breaking the first contract that they deceitfully urged you to break for their incentive bonus. They continue and keep this up, they will end up just like TXU. Regulated with unregulated hosts that are disturbingly loyal customers who die off without referring anyone or telling others what scums and crooks they are. They would be in trouble if people started purchasing generators to use at home. I hope they do as a protesting strategy and watch those that capitalize off the funds of hard-working people, shrivel up as they sit on a sandy beach somewhere manipulating accounts that never actually balance. They steal little by little. Five dollars here and there, a dollar here and there, a quarter, dime or nickel every time a person uses any kwh. They think they are slick while losing all their customers. They will left with nothing but pay as you go pretty soon and if the people don't pay, they don't eat. Snh.

If I could I would have given them zero starts! I have been fighting with them since June 16th and I paid what I thought was going to be the last one and I paid in the quick pay and today I know had to pay them for the third time. I would never use them again. I stopped using them in May. I would never recommend them and to get a hold of someone on the phone takes ten minutes going through the menu. WILL NEVER USE AGAIN. STUPID COMPANY

If you go to choose energy for your right to choose your energy company stay clear of Direct Energy. From day one I had issues with the customer service and their website. I could not make payment on the website so it cause me a 30.00 late fee. When I called them to inform them of this I was just told to pay it. They had me locked in with a 2 year contract and a 295.00 cancallation fee if cancelled. However, the service was so poor I was willing to pay the cancellation fee after just two months of service. When I called to pay my last bill I could not pay it online. I called customer service again and it took 5 times for me to enter the number or say it before they can take may payment. The worst of the worst service every, what every you do say clear of DIRECT ENERGY.

Just don't even with Direct Energy!
Worst mistake I ever made! Customer service either shows no interest in talking to you or keeps going by a script. (Called multiple times to get different people for someone to actually help)

They said my bill should only be only 200-250 a month after some calculations on their part and mine when signing up. Paperwork checked out. Now my bills on average is now $400 a month...!? In all certainty I know my usage has gone down (called two companies for usages) but now my bills are costing even more?!

I told them I really regret going with Direct energy because I'm just feeling conned and the person I was talking to said stay with us longer and use less electricity and the prices will go down.

Please go somewhere else and save your money and to not feel conned about going with them.

I HAVE BEEN WITH THEM SINCE 2017
AND FOUND VERY EASY TO WORK WITH.GOOD CUSTOMER SERVICE.

I changed my utilities to Direct Energy 2 months ago and it’s been, by far the worst decision I’ve ever made!
Run away and FAST!
Their customer service is absolutely the worst I’ve ever experienced. Difficult to (actually impossible) for me to sign up for auto befit from my bank- despite filling out an online form - that was accepted then wasn’t excepted, since I had to pay my bill with my credit cards - apparently they prefer this to bank account auto debit, like all my other monthly bills?!
So to be specific I didn’t last 2 months before I cancelled my sevice mid month and will pay a fine for early cancellation of my service. Each agent gave me different answers on how things were set up (or not set up in my case!) So I’m so really looking forward to not having to deal with the worst customer service I’ve ever experienced and returning to ATCO and EnMax no problem whatsoever with these companies I’ve used for over 16 years!
So good riddance to Direct Energy - I would definitely recommend that you avoid them as a utilities provider!
D Gerlitz

I felt that like been scammed by this company. I was with Epcot Energy with approximately $48 bill every month. And those guys told me they have cheaper rates and I’m gonna pay only between $25 to $35 a month. And boom the first bill is $51. I called right away to cancel the plan.

crooks do not apply or get there service worst company to have ever been found in canada , go to epcor way betetr and honest business

They came to my door offering their services, I declined, as I have txu and never planned on changing it. I now owe a 2 month late bill for over $150. I never set up an account, never signed to accept them and never cancelled my txu account. I’m currently on the phone with their customer service people.

I know this sounds like a cliche but I would give them zero stars if I could. After signing up with them a start date of December 21st, the package I signed up for included Amazon prime covered by direct energy. On December 27th I called to let them know I still had not received information on having Amazon prime. It was then that I was told that it could take one to two billing cycles to receive the activation email and supposedly a ticket was put in to notify the company that I did not have Amazon prime. After the 2nd bill I received from them, I contacted them again and was told it would take 10 days. After the 10 days, I contacted them again and was told 4 days. On the fifth day I contacted them yet again and was once again given the runaround. The following day I contacted them, spent almost an hour on the phone with them only to be given the runaround yet again. While I was on the phone with them, I proceeded to sign up with another energy company due to direct energy's failure to uphold their end of the contract. I received my final bill a few days later and they had included the cancellation fee. I had discussed with them several times that it shouldn't be applied due to the fact that they broke the contract not I. I called to have the final bill fixed so I could then pay it and while speaking to them they hung up on me. I do not and would not ever recommend this company to anyone unless you just get joy out of being screwed.

Amazon Prime promotion. I signed up on Jan 4,2025 and failed to receive Amazon code that date. I called back 3 times in January and have not received the code. I have called 3 times in February and do not have the code.
Has any one ever received Amazon Prime from them??