Direct Energy Reviews 130

Direct energy is the worst company I have ever experienced!!! Their customer service includes long wait times, rude reps, people who are hard to understand and it is hard for them to understand what you may be talking about. If you want someone higher than a manager, forget that they will never let you talk to one. I had a rep come to my door and list a certain price but it was a lie. They charged me a higher price and never fixed it. I decided to go to a different energy company. Direct energy is now making me pay a full cancellation fee even though I was lied to about the price. This company does not care about its customers. You will be charged so much money that it is ridiculous.

More like negative 5 stars. They are trying to charge me more than what the rate is going to be 10 years from now, which is far from the rate I originally agreed upon. Therefore, should be charging them a crap ton of fees. Processing fee, breaking the original contract fee, a rate of 25% per month left on the contract, etc... If it was the other way around, they would be charging me fees all over the place because I broke the original contract. Over $500 of gas and electricity for 1 month in a regular little home with 2 working guys. Gone all day. Therefore, no reason for that being that high.

Don’t use this . It’s totally scam. I was use web site just get quotation, when I go for it asking my detail and I provide after that without my permission, they start energy without my concern after one month they send me the bill actually on that time. My house is going to build and they provide me build when I called at home. They told me we are going going to investigation after that they provide me bill$148.0 to close deal.

Direct energy is a soul sucking company that will drag their heels to avoid paying what is rightfully yours. I moved out of province in the middle of July and had called at the beginning of the month to inform them of my move date and will need my services cancelled after said date. Made an overpayment of $206 and change. Aug bill shows a credit (wrong amount because they didn't take off the days I wasn't there) then a bill for over $80 in Sept. Called to say I cancelled in July. Put on my account cancelled in Sept. Got them to open a case file to get back my money from July 19th on. End of October they inform me that they owe me over $200 dollars. I call and they confirm that they will send me a cheque. Beginning of Dec I get an email stating they will send me to collections for $175 dollars in 10 days if I don't pay. Check my account, shows a $53 credit to me. Also a bill for Oct 6. I emailed them about it, they ignore my questions about the collections and are adamant that I confirm my address so they can send me a cheque for less than what they owe me. Asked where amount was coming from, they send me breakdown which clearly shows a $0 credit for a $61 charge on my gas for the Oct bill. How convenient! I go back and forth with them (about a dozen emails) showing them that the math, if done properly, was $116 they owe me, but they want to do credits vs charges for all the bills, instead of concentrating on the one bill that applies to my last days living there. They insisted they were right, they want proof I wasn't there since July 19th (they have the record of the phone call plus other info that proves it), and that I cancelled in Sept. The charge is for after the Sept cancellation which they apparently didn't apply either! I ask why there was no credit for the gas up to Oct and they say they see some discrepancies when they looked at my bills. Uhhh, shouldn't you have already done that? So they state that they are re-reviewing my account but they can't guarantee the resolution I'm expecting, meaning they don't want to pay me what is rightfully mine?, and that I'm expected to wait 1-2 billing cycles for said resolution. Sounds like they are trying to find a way to deny me my money. Absolutely ridiculous and now I'm apparently 1 day away from them sending me to collections when they still owe me. I have wasted a lot of time answering the same questions day in and day out, emailing and comparing bills to the credits and charges towards me when that should have been their job. They get paid for me to do all the work. This company should be shut down

Don’t use this company. They are dishonest with a completely incompetent staff. I have a large credit on my account due to overpayments. I have requested a portion of that to be credited back to me. I’ve had seven conversations, written numerous times and they haven’t resolved my issue despite being told they’d eft money back yesterday. They could care less about customer service.

Direct energy transferred my gas without my approval from the other provider
very bad service

Switched to them for the deals, but honestly I’d rather get bent over by ATCO then deal with all the thick skulled support team at direct energy. I recently moved my utilities (a few weeks in advance with notice) come the day of my move (2 weeks later) I showed up with a group of movers and my belongings to a house with the power and gas completely disconnected. I was upset to say the least and their support team told me there’s nothing they can do and tried to tell me it was all my fault. Then they tacked another $50 fee for priority service on to my bill for the inconvenience to them. 6 hours later I finally got power to open my garage door and start moving our stuff in.

I have had to deal with support multiple times and every time is like banging your head against the wall. They have no idea how to help you, or use their resources to gather any information on their own. The manager I spoke to on the phone was also really rude.

In my opinion it doesn’t matter what the price is if the utility company can’t even turn your services on. What a regret switching.

Wow, my experience with their customers service was excellent.
They were actually able to cut corners which should not be in the way to get me the services I'm needing.
Gg folks

Description of complaint:
AVERAGE BILLING is a SCAM!!! The average billing program is a scam. The average billing their company provides is a deferred plan. If your bill is more than what they have so called average they defer it and you will owe it at later date or if you switch to another provider you know owe the deferred amount. My water company uses average billing and there is a set amount and if you go over then you pay the overage in the bill due, not defer it and expect payment later. On average my water bill is about 185.00 sometimes a little more but again it is added in the bill that is due. And it not an outrageous amount either. When I signed up for the average billing offer if I call it was an average of about 250. I have not paid an average bill of that amount since I signed up. My bills with the average was still over 300 plus dollars. I live in Texas and when the summer comes bills have 400 plus. They will tell you what your bill would be and deduct a few dollars as deferred. You pay the bill and they have the audacity to put the overage in a deferred account for the customer to pay at a later date. What is the point average billing , if in fact it is not? The customer is the one that is suffering, no matter what is done the customer is getting screwed over. On the bill it says this is something along the lines of this the amount that you gave saves and not need to pay. Now that I am switching to another company I now owe a deferred amount. How is that possible when I am n average billing. This needs to go to the team that created average

Cancelled my service with direct energy. They then send me a bill for services after I cancelled. I called them and they said they reversed the charges and now harassing me everyday with phones for payment. I explain it every time and the day they will leave a kite on file then get another phone call the next day.
I’m not impressed.

They charge me twice and every time I called they mentioned they have problem with the system, very disappointing.

double charged me 300$ and then taking way to long to get my refund of 300$ back.

Will absolutely not help you with avoiding cut off unless you have most of the bill. Ridiculous that you have to pay almost whole bill to get a "payment extension". Will be switching back to better provider that actually helps .

Commercial is obnoxious!! Cannot stand the singing!! Hate hate hate this commercial!!!!!

Eventhough my contract was up with them and changed companies they continued to charge me "different fees". When you call to find out what those fees are they send you to who knows who, that can't even speak English and can't think on their own. They end up reading the bill back to you and say those fees are totally legit. They don't understand the bill and can't explain what they are charging you either. Stay away from this company!

They are really hard to deal with. Recieved large bills even after cancelling services. They were unwilling to refund the charges and I was told I will be receiving another bill before they can fully cancel my account. Note: I had already asked to cancel my account many months prior.

I've had this electric company for a while and over the past year things have gotten bad. So, we set up a move date and instead of actually following the guidelines that when we were supposed to move, they switched the electric count a whole month ahead of time and so we ended up paying a large fee with our apartments. For some reason, they did not update our address or even bother to contact us to confirm what they were doing. Now again, they turned on electric and started a payment plan in our old address with someone else paying the bill in our name. Instead of asking why we had electric services in two different cities. We got informed that in 30 days our electric should be set straight but I kind of feel like it's going to be messed up again because obviously they have no clue what they're doing.

I used Direct Energy as my 3rd party power supplier until I recently moved. I was shocked to just receive a Collection letter from Direct stating I owed them money because my Ulility had not paid them, even though my utility company stated I have a zero balance.
I have spent countless hours on the phone attempting to get accountablity for this alleged unpaid bill that Direct states goes back to Nov.-Dec of last year.
In keeping with their business model for falsely sending me to collections, their best written explanation was, "since I never received an invoice, they're writing it off!!!
HUH, what??? Talk about reinventing the truth, they NEVER billed me as a 3rd party supply customer, they always directly billed my utility company. There aughta' be a law against their scorched earth disrespect for customers.
So, to follow up...I reported them to my state PUC for their shoot from the hip actions, who forced Direct Energy to admit they accidently omitted submitting 1 monthly supply side statement to my Utility company last winter, and despite their sloppy accounting, they decided the best solution was to randomly send me to a Collection agency for $35. I've NEVER not paid a bill on time, in full or received a collection co. bill in my 72 years!
After forcing them to do so, I've gotten an insincere letter of apology for the mistake they made, and although I trust them as far as I can throw them, also written acknowledgement from them and Torres that this innacurate, yet damaging information has been deleted from their accounts. Their ruthless actions and lack of accountability have caused great distress, and although I immediately paid the bill, if it hadn't happened to me, I would never believe that such a large corporation could be so imcompetent.

I was a good customer for 3 years had to cancel due to move out of province payed my final bill then got another one for 92 bucks tried to talk to them about it but they just put me on hold until I went away Dale Edmunds

They give you a really good rate to sign up and when you receive your first bill, it is double what they tell. When calling customer service, they said sorry we can't do anything about.
After canceling my service one month in, they still charge me $150 cancellation fee!!! DO NOT USE Direct Energy!!