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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. ”
“ If my bill is one day late, they consider that past due and send out a disconnect notice and charge my account $29.95 and on top of that charge an additional late fee. Should be illegal. Also, customer service is the worst with hard to understand foreign accents and they do nothing to try and remedy the situation. ”
“ I was calling as new customer to find out when mt order would be completed. Everyone I talked to barely spoke English and after going through 3 people I finally asked to be transferred to an American and the lady was very rude and told me No. I asked to be transferred to a Manager and she told me No, then hung up on me! I will gladly pay more money with TXU than to have to deal with this incompetent people. I have never been so put off by agents. If you are going to outsource you need to train your staff how to talk to people! Absolutely disgusted! ”
“ In December 2016, Direct Energy cut my power 9 days before the $98 bill was due. It happened sometime that morning and I awoke to a cold, quiet house. My wife and 2 year old proceeded to get ready for the day in the dark. I contacted Direct Energy by phone and spent 20 minutes on hold before speaking with someone who said the bill was past due. I took screenshots of the bill which clearly show a previous balance of $0 and a new balance, due in 9 days, of $98. After approximately 1 hour of explaining an re-explaining to the seriously lacking customer service folks, I was told that the power was accidentally shut off and it would be on in 1 hour. I left for work and returned home 8 hours later with my 2 year old to a cold and dark house. The power was never turned on. I contacted Direct Energy and went through the same experience as I did in the morning. I refused to hang up the phone until the power was back on. 2.5 hours later, the light returned. After at least 12 hours without power, most perishables were spoiled. I never received as much as an apology. At least $300 of food. The entire experience was awful and humiliating. I cannot express how terrible the customer service was and how frequently they were dishonest during my many interactions. If you care about your family and ensuring they are warm and fed, you must choose a different provider. ”
“ Customer service representative who claimed to be Eddie kept pushing mute as I stated my claim & playing on the phone and would not transfer me to the United States. After being transferred, the other guy who had a better understanding accent who claimed to be Fabian, transferred me back to someone who was already laughing as if they were juggling my call within the same vicinity. I'm so disappointed in this company whom our family been with for over 10years. Cheaper is not always better;and that's for the company. ”
“ Initially signed up I was told that TDU charges were included with my cents per kilowatt after getting my first bill I found out that was a lie my $250 bill turned into a $400 bill with $150 in TDU charges do not sign up with this power company. Needless to say I am canceling my contract with them and will probably have to pay the remainder of the contract ”
“ They sold me an in-home wiring warranty plan and when I tried to use it nobody at the company seemed to know what it was. I couldn't get any service for the plan I was paying $5.50 a month for. But the major problem with them is they started passing along $50-$70 a month in electric provider fees without letting me know about the change. Couldn't believe it when I looked at the bills. They used to be competitive but now have snuck their rates up without telling any of their customers. ”
“ As I type this complaint I have been attempting to simply disconnect my electricity service for over 45 minutes (second attempt this disconnect) but due to the "automated answers" and customer service reps unable to assist my request I have been unsuccessfully transferred or disconnected to other reps who have been unable to complete the task at hand. One rep in particular had me on hold 15 mins. After returning to the line, he simply said "noone is avail to help". I said, "okay". Pause. Pause. Pause. He offered no resolution and simply became mute to my questions. All I needed was a disconnection in which I had attempted to resolve 5 days ago in but was put on an excessive hold at that time as well. Now, as I am typing. Less than 3 minutes was I finally able to speak to live rep, give forwarding information and be done. I AM BEYOND FURIOUS. 3 min???? Are you serious?? This could have been simply handled but the way in which Direct Energy handles incoming calls with automated system is broken, to say the least. I am an efficient consumer and expect to handle my electricity payments responsibly. I can only expect the same professionalism with the electric provider. Rest assured I will NEVER be a Direct Energy customer again. ”
“ This company is horrible!! They switched me from the month to month to the power to go without my concent and when I asked to get switched back they told me it would take 45 days! Mean time I'm without electricity even after I explained to them that I have a parent with terminal cancer!!! They didn't care and they have the nerve to call me and ask me 12 days before my last bill is due what kind of payment I wanted to keep on file for them to run on the due date!! NEVER WILL I GO BACK TO THEM!! ”
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You may cancel without penalty if you move to another location and provide evidence of the move, such as a forwarding address and any other reasonable evidence that you no longer occupy the service location and you agree to provide us with at least 14 days advance notice of your move date.
This is what their booklet and reps continued to tell me yet I provided a months notice and forwarding and am still getting dunning calls and bills. I paid the entire usage off in full so they are just trying to squeeze the $300.00 ETF that they told me repeatedly I don't owe, out of me. ”
“ If there were a burned out light bulb rating system, to gauge this company, I would give it 5 burned out bulbs! That's how difficult it's been to deal w/reaching them, accessing my account, dealing w/bouncing around customer service reps - 4 x the other day, to only get one I could not understand, kept either playing a recording or talking incessantly. I finally got through to a decent one today, but it took two calls. I terminated my service, and WILL NEVER RECOMMEND THEM TO ANYONE. ”
“ I took over managing a business that used Direct Energy, We would typically receive the bill less than a week before it was due which was annoying but something we can all work around but can be a little hard to juggle at times. My issue came when our contract was ready to be renewed, They gave me there rate and it wasn't completive so we decided to switch to another provider. My mistake was telling the sales rep who I had been talking to for about a week while looking at options that I wasn't interested and wanted to cancel, the sales rep did not inform me that in order to cancel I must talk to customer service that nothing I said to the sales rep mattered for cancelation. Now I'm getting billed at twice the standard rate. I believe that this system is manipulative and is designed to take advantage of customers who are looking to cancel. I admit I didn't follow the correct procedure according to our contract that was signed long before I started, but anyone in the business should have been able to inform me that when I said I needed to cancel which department I needed to talk with. ”
“ I had 2 accounts with this company taken out at the same time. They say they stay current with the economy's needs but she found over the last several months they had beenraising her rate monthly. When addressed about this issue they refused to help. They doubled her bill in less than 6 months. Complete fraud! Do not use this company. ”
“ this has been the worst company that i have used for electricity. Customer service is very bad, everyone at the customer service tells you something different. They raise rates although it is not on your plan. They can not even do the simplest thing. Please please don't use that company! ”
“ By far the worst company out there. HORRIBLE customer service. The company is out to deceive you. It is an absolute joke that they have a referral program because no one in their right mind would refer unless they are pulling a cruel prank on their friend. ”
“ I validated with no less than 3 reps that the advertised rate was indeed 10.4 and every Saturday free, midnight to Midnight. I left better rates behind thinking I would save money with free Saturdays and am stuck 24 months, unless I move. Saturdays may be "free" but the 10.4 rate they claim you are receiving is untrue. They are guestimating what your free Sat may lower your obnoxiously high per kilowatt rate DOWN to and they DO NOT TELL YOU THAT when you sign up. 3100 square feet and a home over 100 years old, clearly I am always looking for the best kilowatt hour deal. so now I'm good and pissed off and I make sure on Saturdays I turn every light on every fan on every electric thing on that I possibly can turn on. I reallywant to help the environment, but right now I'm just bloody angry. considering moving ”
“ As a landlord and Direct energy customer, I was happy using the prepaid service while I was between tenants at my rent houses. When a new tenant moved in and tried switching power into her name using Direct Energy. I was told that the account cannot be transferred into her name, rather the tenant would have two wait 3 days until the system could close the account at which time a new account could be opened at the house. After probing into this odd process for long enough, they said that I could speed up the process by submitting the lease and tenants drivers license to assure them that they were really moving in there. It was the most backwards day of dealing with a utility provided I've had yet, and I've had many. ”
“ Started with Direct Energy at an apartment that I was living at for three months. When I moved I called to cancel with Direct Energy. They convinced me to stay with them and "transfer service" so I did. After reviewing my bill three months later I realized I was still being billed for the old address on top of my new address. When I filed a complaint I was told I cancelled my disconnect service request and never called back to schedule the transfer. Meanwhile they added service to the new address. When I asked why would I need service at two locations they had nothing to say expect I never requested to properly disconnect the old service. That's because they conned me to saying I want to transfer. Word of advice, don't use Direct Energy but if you do when moving to a new location, confirm a disconnection date with them. They lied and said things I never said to make it benefit themselves. The customer service rep and supervisor were rude and should not be in a customer service role. ”
“ If you are in a temporary home such as an apartment. I would STRONGLY advise you not to use this company! Horrible customer service and terrible rates! You might as well stick with a contacted electric company. ”
“ Direct Energy has the absolute worst customer service. I was placed on a higher rate plan than I had signed up for. It is almost impossible to get a hold of a human being in customer service to rectify problems, and when you do, you will be speaking to outsourced staff from outside the US who basically read from a script. I was told I was wrong, that I had signed up for this higher rate plan, and they were not willing to accept proof (the EFL and confirmation from PowertoChoose.org when I signed up). Once I contacted the Texas Public Utility Commission, all of a sudden they were willing to look at the issue. Of course, once they were forced to correct their error, the horrible customer service continued in the form of treating me like a deadbeat for not paying the overcharges while waiting 1-2 months for them to issue a credit. Read the reviews - they are systematically billing customers rate plans that are higher than what the customer signed up for. This is clearly deliberate on their part. Good luck getting a direct phone number for anyone there, or having any electronic communication whatsoever. Their website is also down frequently. Worst of the worst. Devoid of any business integrity whatsoever. ”
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