Direct Energy - Company Information

“  In the month of August I was gone from the 7th to the 25th, received a bill for $108. and some change, my previous bill for the entire month was $111. and some change. When I left I turned off the air conditioner, not even a fan was on. So how do I end up with a bill that high. Told the csr that I was not home when I noticed the high usage and I wasn't home. I will not recommend this company to anyone. If I could give this company zero stars that would be my rating. Csr's are sometimes hard to understand, poor English. To ensure that I will not have to pay for early termination fee, I'm moving to an all bills paid apartment. People be ware of these people. ”

“  I had a representative stop by my house today wanted me to change my gas and electric plans to direct energy I asked for more information and contact info upon doing this the solicitor became angry and stormed off and told me to enjoy my variable rates great business model direct energy send solicitors out around dinner time and have them tell off possible customers ”

“  0- HORRIBLE!!!! STAY AWAY, they are a RIP OFF and they LIE!!!would give it a 0 but can't it just let me give it a 1 My bill is so high and no one is at home from 7am -6pm and supposedly my day time usage and free night time are almost the same that's bull can't understand that my thermostat is set @ 82 while no one is at home and @78 after 6pm while at home There costs for kWH are not true. Barley switch and the bill scared me off wish I hadn't switch with them thinking they had a good deal, NOT!!!! Called customer service and they just wanna switch you plans ”

“  The free nights are not free. Do not fall for this at all. My bill has never been over $250 and now its over $400. I asked to why and I was told it was because the free nights are double the amount of what a regular price is. The direct energy agent was the one that did the figuring and could not explain why it was different and would not adjust it or let me speak to a supervisor. ”

“  Horrible C S unit. Couldnt answer any questions about the transfer they initiated due to buy out! Chat service is slow and poor. Basic account questions couldnt be answered. ”

“  When my electric provider exited the market last May, I was forced to go to a direct energy company. After 2 days I found another provider due to the rate I was offered. Since then, my identity was stolen by a person who had access to my social and opened up a fraudlent account online. They didn't pay the bill for 3 months and it went on my credit rating. My credit rating dropped 120 points for a $181 charge that wasn't even mine. They let anyone enroll online and don't need to show any proof, but to clear this up on my credit rating I need to provide 5 different documents, including a notarized statement and a police report. That is just irresponsible to not ask for proof at the time of opening an account. So if they get your information, don't be surprised if your identity is stolen and you have to suffer my pain. ”

“  I paid my account in full $217 and some how they still sent a disconnect notice to center point. Thats a trash ass company. Come home to no power. And now there close so i have to wait until they open to get my power back on. ”

“  Had a fellow come to the door, he did introduce himself, I saw where he was from and stopped him from going into his speil, told him I was happy with whom I'm with. Got a little testy, asked me if I didn't support the troops. I told him of course I do. He told me this was his second job since he got out of the service, I thanked him for his service. I still can't figure out what him being a veteran has to do with me not wanting the services (Direct Energy) he was wanting to tell me about. Told me it was ridiculous for me to stay with whom I am with. His name was Joseph. I didn't want to rate this, but it made me. ”

“  After contacting Direct Energy over the phone for my very first time, after being transitioned from my previous company and put on a very high rate month to month plan, I waited on hold for 10 mins to speak to a representative about my service. Once a rep was available, I explained the need to lower my price per kw, because 16.5 seems extremely high to me considering the other company's offers in the area at 6.5. I was then informed that the only option available to me, to get 11.5 before oncor fees, would be to sign a 2 year contract with them, even though I have been on a fluctuating month to month for over 3 years. When asking about that rate at a month to month, the rep stated that they could not offer that to me based on their policy. I asked if customer service was their priority over policy and she said no, that the policy was more important. She did not try to retain me as a customer and only tried to get me to sign a 2 year contract with a company that I have just started with, instead of offering me something that tailored to my needs. That is the most terrible customer service for an electric company especially when the competitive rates are so much better. Instead of trying out this company, I will be moving my services to another one who cares about their customers needs instead of a contract where the business gets paid regardless of valuing the customer's needs. I was also not offered any of the promotional things that they apparently offer to new customers, free echo dot's and such that I noticed on their welcome page. ”

“  They doubled my rate without notice I will never do business with them again! ”

“  NOT ONLY IS DIRECT ENERGY LIARS, THIEVES AND HYPOCRITES BUT THEY ARE STOKER'S TOO. THIS COMPANY HAS CALLED AND CALLED ME AFTER I DIRECTLY ASKED THEM NOT TO EVER CALL ME AGAIN. THEY USE NUMEROUS NUMBERS EVERY TIME I BLOCKED THEM AND EVEN AFTER I REPORTED THEM. MY BILL CLIMBED 150% AFTER GOING WITH THEM. THEY TOLD ME ONE AMOUNT AND THEN CHARGED ME A HIGH RATE ABOVE OUR AGREEMENT, NEVER SENDING ME THE WRITTEN AGREEMENT AS PROMISED EITHER. THIS COMPANY IS A LIAR, A THIEF AND STOKERS! NEVER EVER GO WITH THEM! LEARN FROM MY MISTAKE PEOPLE!!! ”

“  Had a girl show up at my house Saturday afternoon telling me that there were a lot of complaints about our electric bills. No one on my street. I told her wasn't interested and started to shut the door. She started talking about the bills again and then stopped. She said "never mind, you're f______ up" . If these are the people that work for direct energy, I want no part of it!! ”

“  Received a random text message from a number I didn't recognize. Text message said:
"Hey N~, we still haven't heard back from you..."

I responded with:
"About? Not sure who this is"

I received no response, so I called the number, (614) 407-9168, to find out what this was about as I've never texted or spoken to anyone at this number before.

The first guy I spoke to was INCREDIBLY rude and hung up on me because I asked him to repeat the name of his company and the name of the state energy program he was referring to as I was clueless about who he or his company was or how they got my contact information because I never requested any information about this company or any energy programs at all.

He wanted me to start giving him my personal information, which I didn't feel comfortable giving to some random person who texted me out of the blue about some program I never asked about from some company I've never even heard of.

You tricked me into calling you by sending a misleading text message and want me to sign up for a program with your company, but you get ticked off at me when I ask for more information and am not willing to just give out my personal information to someone at a company I never contacted and have never even heard of??? And then you hang up on me without even answering my questions??? If this is your company's idea of customer service, I don't know how you have any customers at all.

I called back and requested to have my name removed from your lists for both calls and text messages. ”

“  Guy came to our door last Sept. offered amazing locked in rate deal. Said he would put me on the same budget plan I was on. Over the summer I get it my bill goes up (I've been in the same house for 12 years now I know how it works) but never has it ever almost tripled in one month. So I called and was advised I did not lock in my budget, I said the sales rep reassured me he did that. She says her supervisor says sorry too far back and I waited too long to call about the budget. I explained because my bills have been comparable. I asked if there was a fee to cancel and switch back, to which her response was "no". I said may I please speak with your supervisor, to which she put me on hold and came back, and said she is unable to take your call now, where did she go you were just talking to her???? I got upset and said I wanted a higher up administrator to contact me regarding these issues ASAP. She said ok. He did call but it was three days after my call, so I have already switched back to the company I have had for 11 or so years and never had a bill with as high as the last two months with Direct Energy. Oh and the topper today in the mail here I sit with a 99.00 Gas early termination fee (THEY LIED !!!!!!!!!!!!!!!!!!!!!!!!!!! ) ”

“  Last year my rate was 9.4. This year they could only see fit to give me a 12.8 rate. How's that for customer appreciation. ”

“  I have tried for the past 2 weeks to get ahold of someone. Every time I call from all hours of the day, 3 times a day it says that all circuits are busy. This is ridiculous! I'm just trying to have a question answered! I call just about every number there is provided and stay on hold for 1 hour. There service is horrible! I have yet to receive the answer I am looking for! ”

“  After years of service at the same address, they have managed to screw up a change of address in SIX DIFFERENT WAYS and continue to fight me every time I ask that they fix their screw up! They terminated my account a week early at the address I was leaving and it took over 24 hours to have the service reconnected. Now they billed me $116 to reconnect. When I called to dispute they said that it was Oncor's billing, so I would have to get them to remove the charge. In addition, at my new address, I went four days without electricity. After being lied to and dismissed for four days, a supervisor threatened to charge me $75 to have a technician come back out to see why I didn't have power. Once a tech did come, he explained that it was an external breaker that needed to be flipped and that DE should have told me to flip the breaker. I have easily spent 10+ hours on the phone in the past two weeks, not to mention no heat, no cooked meals, sleeping on the floor one night in an empty apartment because there was heat there. TAKE YOUR BUSINESS ELSEWHERE!!!!!!!!!!!!!!!!!!!!!!! ”

“  Apparently, my contract with them ended in July 2017. I was paying 0.0669 per KWH under contract. They say they sent me a letter about renewing. Because I didn't respond, they put me on a variable rate that went from 0.081056 in Aug., up to o.122230 in Jan. 2018. When I saw the ridiculously high bill for this month, I started making phone calls & found out what Direct Energy had done to me. I cancelled my service with them immediately. I think what they did was very wrong. They could have called me or even emailed me to clear this up before switching me to a variable rate that has cost me a fortune. I feel they should refund me the excess I have paid from Aug. 17 to Jan. 18. The customer service person made a derogatory remark. ”

“  We have had Direct Energy for several years. Last week I called to question my bill. Then I was advised our renewal had expired and that was why we were paying a higher price. At that time the associate told me she would FIRST set me up a new renewal and then see what she could do for the months we paid a higher rate. After the recorded renewal was complete, she said she could not adjust any changes for the higher charges we had been paying for Oct to Dec. if I had known this I would NOT have agreed to the renewal. I am reporting this to the Utility Commission in Texas. You could say monies we saved were taken back by D E by not notifying us that our contract had expired. We live on disability. This is a very unfair practice by Direct Energy. ”

“  I had nothing but trouble!!! Signed up online and received the incorrect plan. Called the number they provided and it rang and rang... No answer..then it disconnected me altogether!!!. Could not get a human to talk to to answer my questions and resolve my issues of WRONG ADDRESS.
FINALLY utilized chat. TWICE BC I COULDN'T GET ANYONE TO ANSWER! Thought it was resolved. Nope. Had to get on chat again to find out (CORRECT) service address STILL NOT SHOWING. the chat head did verify incorrect address WAS cancelled. BUT service at the CORRECT address was never received. Was told by chat I had to reenroll. I did this 3 times now.
No verification received which was why I was try g to talk to a human... So fed up when I was told I still needed to enroll AGAIN...SO FED UP I told them I was going with another provider.
I JUST REVEIVED A BILL FOR 3 DAYS PF SERVICE I NEVER HAD AND A EARLY TERM FEE FOR SERVICE I NEVER RECEIVED AT AN ADDRESS I NEVER LIVED.
Glad I did screenshots of all of chat conversations. ”