“ They look cheapest on paper, but were more expensive than Green Mountain Energy (and it was a not a month to month contract). I have been shocked by the amount of the bill...even in the winter. ”
“ This company offers discounted rates to NEW customer only. For example, the rate currently offered for new customers is .11+ cents per kwh. The cheapest offered to exsisting customers per my conversation today with Direct is 12.2+ cents. Not much difference, but every penny counts in today's market. You would think Direct would want to keep customers, not offered cheaper rates to a select group and offending the rest of their customer base. ”
“ Never in the summer months is electric ever over $45.00.My bill has gone up since I signed with you guys, but don't fret, I'm going to get rid of you, ”
“ TOOK FOREVER FOR MY SERVICE TO START. HAD NO IDEA WHY OR WHAT WAS GOING ON. HARD TO ACCESS AND DOWNLOAD MY BILL. ”
“ I switched to Direct Energy in January of 2022. The original offer had no cancellation fees. Low and behold, after using Direct Energy for a few months and getting billed from Direct Energy and from my Electric supplier, I decided to switch companies. Low and behold, hidden on the e-contract, there was a cancellation fee blurb that I did not catch. ”
“ Started service on Oct 2021 was suppose to get $320. In gift cards . got disc. For some reason in November 2021. They could not give me the reason for disc. Still havent received GCs its end of March 2022. ”
“ We have had three terrible experiences with Direct Energy. The first account we had with them they could not get the lean removed from the rental we were trying to sell. It took several months and we were told by people to call and email every single day. We did that for three months. The other two situations were ones that we inherited water tank rentals and the bungling of customer service and the inability to get problems resolved was truly incredible. I have spoken to many other people that also claim they are the worst run company in Canada ”
“ I've had DE for about 2 years now, as I am stuck in a contract. I switched from Reliant. DE's rate was advertised lower per kwh than what I was paying so I fell for it... but failed to realize all bogus fees. I've been in 1brdm small places and avg below 400kwh monthly for many years now low energy consumption - my Reliant bills were always around $40 bucks and even in summer around $65 - it's been double that now with DE. Same low energy consumption, but getting ripped a new one by hidden charges. Customer service is standard nothing to write home about. Those fees are ridiculous however - I'm an on-time and in-full paying customer, but one day the bill slipped my mind and I paid 1 day past the 'due date' - NOT 30 days late mind you...1 DAY PAST DUE DATE and they charged me $30 for a reconnect fee when I wasn't disconnected!! Are you kidding me! I will be moving into a new home purchase and this company will not be moving with me! I'll go back to Reliant or some other company with straight forward billing at fixed rate and no hidden-bogus-padding their pocket-fees. ”
“ Called in and payed all I had to my name which was 160.00 and my bill was 161.65 and the agent was like a freaking robot sorry but sorry but.. the times we in and at least the bill is getting payed on. everyone has not bounced back from where I was before. Barely maintaining ”
“ Worst decision I have ever made when it comes to choosing an energy provider. We signed up for the nights on command and then when I logged into my account it said we signed up for the weekends of command plan. I had not even heard of the weekends on command plan before and was upset then confused. We tried calling about that but decided to just stay with the plan because it was more convenient. Our bill the first month was $37.00 and our landlord and neighbors said that is pretty normal and at most the bill gets to $60.00 with their energy providers. The bill then jumped to $123.00, then $137.00 the next month. I tried calling to see if this was a mistake because we are not home most of the day during the week, and do not use lights during the day when we are home because we have so many windows. We even unplug almost everything in the house! The only thing we leave on all day is one window A/C unit for our dog. Our house is barely 600 sq ft, with no central heating and cooling, so this price was outrageous. We tried calling to see if there was a mistake but the lady on the phone just kept trying to explain how to use the website... I know how to use the website. She was no help at all and we are switching. We were told it would be a $139.00 cancellation fee which we were fine with, but then decided to tack on 6 different fees to that making it $217.00! Seriously, this energy company has terrible customer service, is over priced, and will screw you over with crazy additional fees never mentioned in the contract. ”
“ Not one email about missed payment despite having electronic billing. Even got an email saying thanks for your payment. Then 10 days later they shut my power off after sending one letter. Didn't read it because I have autopay and I read the emails. Pretty ridiculous to send me thank you for payment emails and then cut off my power. I will never use this company again. ”
“ The only feasible way to connect to Direct Energy customer service is via phone - the online chat option is a joke as the wait time is very long. The customer service is outsourced and poorly trained (thank you for creating US jobs. NOT). Also, you can ONLY contact them during the week so if there is an emergency you're kind of screwed. I am planning on giving this company one last chance before I cancel, even though my mind is sort of already made up. ”
“ Call for service, there is no option for service! Can't locate a service number on the website either! They dont open till 7:30... what about the 24/7 service they advertise! My local company may be a little more, but they answered right away! ”
“ I changed residences back in May. I scheduled a connection to my new residence. They connected to another residence instead of the one I told them. I got charged for their mistake. Been billed separately multiple times. Being inconvenienced and billed multiple times has caused me to want to consider looking for another service provider when the contract is up. I was a happy customer until this happened. ”
“ We have struggled with this company. With the latest snafu, we underpaid a bill by $12 due to a misunderstanding on our part. Shame on us for the mistake. However what was aggravating is that the company cancelled our service without so much as a phone call. With the rates they are charging us now that we are month to month this level of service doesn't fly. We are shopping for plans now and see rates that are ~40% less than what we are paying with them today. ”
“ I moved one block over and switching electricity has left me and my kids in the dark. I have a 41.00 dollar balance but I've been given the run around lied to and told that the floor supervisers don't have supervisers don't have supervisers. They are holding on to my 41.00 dollars and have cut off my lights because supposedly my balance is too low. Well if they would give me my balance from before my move that is being tied up with "unfortunately I cannot help you'd" I would have a higher balance. This company has blatantly robbed me! Who can help me with this. I have called direct energy and center point and Texas electric commission. And here I am with no power although this company has my unspent money. ”
“ 3 months ago I signed up for the power to go plan and things were great until recently. DFW area experienced a lot of power outages and my family was without power for 2 days in 20 degree weather. Well once we received power, we were billed for those days by power to go. I called and CSR placed a dispute for those days and dropped my rate down 1.8 cents for the next 6 months so I went on and funded the account again and 2 days later, power is off. Now I'm pissed!! Call again CSR tells me it usually takes 3-5 days for those disputes to be finalized so I guess it the mean freaking while you just continue to overcharge me huh!! Again I had no choice but to find the account because my kiddos get home before me and they were home without power. Mind you, account shows that I find this account faithfully every week. Now one day later, I added up the previous days kWh used to find out I was overcharged $6 once again CSR does a freaking dispute. Aldo tells me it's taking longer because since the power outage a lot of customers are calling and that department does not have enough staff to handle the call volume and disputes. Okay well hire more dang people. Can't take this crap anymore, will be going back to traditional electric plan and it will not be with DE!!!! ”
“ After years of using Reliant Energy I was coaxed into applying for a Price Advantage 12 Plan for 12 months at a fixed rate of 9.8c a Kwh, only to find upon reading my first bill that the rate was 12.1c kWh. After repeated enquiries and calls to their useless customer help line I am still no better off. I have email confirmation from Direct Energy of the rate they advertized and contracted, however their "investigation" shows no such rate. Seems odd to me that their rate is still advertized as I originally saw it, I wonder if anyone else has been scammed by these con artists. ”
“ Give me a break ... I've had two billing issues now, two months in a row. The first one involved Direct Energy crediting me three times for the amount of my bill - twice on the due date, once the day after the due date - and then reversing the first two payments, leaving me with the payment they credited one day late. I double-checked with my bank, and they only paid one time, so this whole "one day late" was completely Direct Energy's fault, and to top it off, they had the audacity to charge me a late fee. I called and was told they would forward my request for that late fee to be removed, which it subsequently was. This month, I called and made my payment over the phone, several hours before the cut-off for it to be credited that same day (the due date) ... and guess what, but they didn't credit my payment until the next day ... another late fee! When I called, I was told by their billing dept that I needed to pay earlier in the day (that would mean earlier than Direct Energy's phone system says it needs to be paid by???) to be credited that same day. When I explained that I called in plenty of time, she proceeded to explain time zones and that it can be difficult when people live in different time zones ... since I live in Texas and therefore in the CT, and the cut-off time was listed specifically for the CT zone, that didn't wash. It was at this point that I was scolded by this woman for always making my payment one minute before the deadline every month (can't control when they put through a payment from my bank's WebBillPay ... and it is still before the deadline, right?), and she stated she could not understand why I would call "every month" to find out if there was a late payment. That ticked me off, because I have only called twice, both for billing errors on Direct Energy's side! She then stated that she had never seen the kind of errors I was bringing to her attention ... as if this was all somehow my fault, or maybe it's just me being annoying because I don't want to pay a late fee for payments that aren't late??? The call ended when I told her that there is obviously a glitch in their system, that I was the unhappy recipient of their glitch, and that instead of telling the customer to "pay earlier in the day" that it might be better to instead look at why these billing issues occurred in the first place. There was silence, followed by this person telling me that she had made a note of my comments in my file ... I'll bet! And guess what? Since my contact expires shortly, I have made a note of her comments as well and will not be renewing my contract with Direct Energy, because nothing is achieved by blaming the customer for billing and accounting errors, other than to piss off the customer! ”
“ Over the course of my years with Direct Energy, my bill rose from around a couple hundred dollars to over five hundred dollars? And this was way more than just fluctuating gas prices and weather changes. One month I tried to use as little electricity as possible and still got a HUGE bill. Direct Energy claimed that something must be wrong with my home's insulation. They claimed my meter was functioning perfectly. After I switched providers, my bills have shrunk back down to a normal size. These guys are not to be trusted. ”
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