“ THE WORST company I have dealt with in my life. Sales rep came to my door offering lower prices and to waive my cancellation fee with my current provider (Reliant), but when I called them back their number changed. Tried getting this solved with DE and they are trying to charge me $300 as a cancellation fee. So basically I've wasted 2+ hours of my life, have to deal with paying the early cancellation fee from Reliant and supposedly now another from DE (total of $550).They life, cheat, and steal so PLEASE DO NOT get this company as your service provider. ”
“ There was an inadvertent switch at my parents' home. They did not switch companies, nor received a call to confirm such switch. Their power was turned off in the afternoon. They spent about two hours trying to connect and speak with the correct person. To every single rep they spoke they had to explain the whole situation from the beginning. They just wanted their power back (their payments have always been on time). This time was during the cold fronts and house was freezing. They are elderly and when asked how should they sleep during the night - the representatives state "I am sorry - I don't know what to tell you" They did not receive power the next day nor the day after. Without exaggerating, there were about 15 call to Direct Energy. Those calls took hours and to every rep we had to explain the sitation from the beginning!!! At the end, my parent switched companies and received power within an 1hour!! I did write and e-mail to CEO of Direct Energy, but apperantly he fowarded it to a manager to handle. The e-mail was pitiful!!! End of story - horrible customer service / inefficient employees!! ”
“ They keep charging me 30.00 for something called a bill collection fee??? What in the hell is that? Then they keep calling me to "remind" me when my bill is due. When I question the 30.00 I get the run around. Stay away from this company at all costs. They Also bill 15.00 for a disconnect notice to be sent out but you never receive it. ”
“ for the past 3 months i have been recieving a bill that has increased tremendously, looking at the svc charge to me makes absolutely no sense so that does not help, except that they don't match up to what they are advertising, calling the 1-888 number - what a joke, on hold for a operator for over 20 mins and still have not talked to anyone. what are we to do, is there anyone we can call to help with this, i don't even know if i can switch with out getting sometype of fee... FRUSTRATING. ”
“ After reviewing several plans, I recently attempted to sign up with Direct Energy to take advantage of a low rate. The rate they were offering on chooseenergy.com was 8.8 cents per kwh per 2000 kw used, I made a copy of the Energy Facts Label and signed up. After a couple of hours, they sent me a confirmation email which had an Energy Facts Label that stated a rate of 10 cents per kwh for 2000 kw used. I immediately emailed them back pointing out the error but received no response so I emailed them again. Still no response. At this point, I was getting angry so I emailed them again to cancel my request and the agreement. No response. All this was on the same day I signed up for the plan. Called them the next morning, and after several minutes of the guy treating me like I was an idiot and could not read the table at the top of the Facts Label, I was told that there was nothing they could do until my account became active, but I did not want it to become active. Anyway was told I would have to call back with nothing getting done. Called them later that day and found out they had already switched my service and had taken over as my electricity provider. This guy also treated me like an idiot who could not read the table at the top of the page of the Facts Label. All in all, do not trust this company. I signed up for a plan and they signed me up for a different higher rate without even contacting me and then tried to act like I was crazy for being upset. They never even acknowledged that there was a mistake made somewhere. Might still be with them if they had, but when they lie to you from the get go and refuse to admit any mistake, it is best to run away fast. People reading this should just stay away. ”
“ Their promotion was good, the original price was good. Then the promotion was over and without any contact to let me know they raised the rate. And then raised it agin . If I had signed another contract the price would be about the same as before. So why without the contract is the price 33% higher. When I called to reason with them after waiting almost 35 min on the phone. There was nothing they could do even if I would sign the new contract. I said that I wanted to change back to ComEd and they told me to contact them direct. ComEd answerer in 3 min and said that Direct Energy needed to call to switch me back. I have paid my other bills, surfed the web, had a sandwich and a pepsi, written this review and i am still on hold. They finally came on the line and said I would be transferred to the cancelation department. Ten minutes latter they answered and told me because of high call volume (the cancelation department ) the computers needed to be updated and I would need to call back tomorrow. I asked to speak to her supervisor and she would not let me. I asked her to take my name and call me tommorrow after they canceled my account .and she wain no I would need to call back. DO NOT USE THIS COMPANY THEY ARE CROOKS. AND THEY HAVE THE WORST COSTUMER SERVICE I HAVE EVER DEALT WITH. ”
“ Direct Energy is the worst company ever..my bill is increasing by 119% per month for the last three months..they can't give me no answers and there customer service sucks to the extreme..they keep me on hold for 30 minutes to tell me they could not help...losers! ”
“ This is a horrible company. You should avoid them. There was some problem with DE finding the meter identifier associated with my address and they didn't connect me on the day I was supposed to be connected. Even though I called ahead to verify that everything was on track with the connection, they failed to get it started on the right date and did not call in advance or after there was a problem. I ended up using a another company because they also could not resolve the problem. They would say things like "your address is our enrollment system but not in the other system do you need to submit another application" instead of just fixing the problem and adding the address. Direct Energy = Incompetence. ”
“
direct energy changed the phone number on my account with out my permission. they called a complete stranger and gave my account information for months. the person whom they were calling even notified them of the mistake several times and they never fixed it nor did they contact me to verify. my electricity was turned off and when i tried to have it turned back on they told me the only way was to pay a fee.
direct energy doesn't care about their customers!!!
any other company is better! ”
“ This company took my ssn and ran my credit for service, then I supposedly had an account with the. I moved into my apartment and got a small bill for 2 weeks due to my billing cycle. Then somehow I didnt get a bill the next month. I was told by my apartment manager that her company is paying for the bill because there is no energy provider with an account for me in my name in their system. I thought this had to be a joke. I called Direct more than once just to be told i did have an account, and their company Green Mountain was trying to make me their customer. I got bills from my apartment manager for 2 months from then. So then I said enough and I called Oncor just to be told there is no account in the state of Texas with my name. I was so upset that I made a complaint to them to pass on to the right people. Then I called Direct and told them I am upset that they took my information and even billed m once, but somehow managed to take me out of their system. They told me that I never signed up for service with them, but mysteriously I had a two week bill. This company is full of liars, scam artists, and rude employees that do not want to take their blame for their mistakes. I would not tell a millionaire to start electric service with them in their party pad, they are a joke and untrustworthy in every way. No wonder the sales people are so cheerful when you start service, they suck you in and scam you behind closed doors afterwards. I have never had this experience ever with any electric company, and I have lived in a few states due to my husband being military over the years. This company does not need to be sneaky to make money, be honest when you mess something up and maybe you can keep customers! ”
“ Direct Energy is difficult to deal with on every level. I have received 4 phones in 2 days regarding my bill that is not even due until May 31. I feel as if I am constantly being harassed. I changed service to Texas Power when I recently moved. Unlike Direct Energy that haggled with me over transferring my rate, Texas Power was easy set up and very helpful, plus I got a cheaper rate. ”
“ Do not sign up with this company. After 6 months of normal bills our gas bill doubled in price. We use about the same amount of gas every month and payed over a 100$ more. It did not get colder, so no reason there (warmer actually). After calling them they said " it's because of the variable rates". Yes sure, variable rates I understand but paying double feels like a rip off. Ooh and it will also take them 2 months to cancel. Just be prepared. Please if you can don't sign up with this company!! ”
“ Direct Energy is a Rip Off; high priced energy. It is nearly impossible to sign up for new service and just as hard to sign up for auto pay, and they charge you $5 for every call...and they charge you $15 for "Autopay Breakage Charge" to which will be their fault for not properly setting you up in their system. They also will charge you for a Late Penalty when your not late, an advanced Metering charge, etc. I will file (and have had success filing claims) with the Federal Consumer Protection Agency, and suggest you do the same any time these guys or a bank messes with you. It's easy and you get results, as I have on two or three occassions! ”
“
I'm single man with no kids and I receive a bill every two weeks for at least 80 bucks. I don't know if they are double billing me from when I transferred but overall they are a horrible company.
Due to me having two due dates in a month apparently I'm paying my bill late and they charged me 29.95 for being 3 days late.
I called for an explanation and get nothing.
Worst customer experience I've ever had in ANY situation in my life. ”
“
I am an ex emplyee of Direct Energy. I worked for the customer service department a little over 4 years and have never heard such ATROCIOUS customer service, and I've heard alot! These representatives are so unorganized, unprofessional and overall HORRIBLE at their job. These people will not be hearing from me again. I want to deal with them as little as possible. I wish I still worked there so these people can get the PROPER customer service training they NEED! I used to close all complaints for Direct Energy and now I would hate to have an open complaint because nothing would ever get done. I hope one of those agents read and report this so something can get done.
Signed,
Anonymous.. ”
“ The absolute worst customer service I have ever experienced. They are rude and do not care about their customers. I had to move out of my apartment 2 months early due to getting a job in another state, so for 2 months I didn't live in my apartment. Somehow not only was my bill still high in the first month I wasn't there (even though not a thing was turned on that month), but my bill increased the second month I wasn't there! Save yourself the headache of having to deal with these people and use another company! ”
“ I pray this company goes out of business. The people here are lazy and rude. They don't know the first thing about customer service and really don't care what you have to say. ”
“ this company had solicitors go through my neighborhood and sign people up. I actually signed up for a better rate before these guys with green mountain but when my contract was up the rate went up, so i thought what the hell. i signed up with these guys direct energy and my first bill had a ten dollar fee for using less than what they wanted me to use. then i call to speak to someone and they tell me that because i signed up for the e-plan that i will be charged when i call with questions. I was furious. I signed up for e minders and I just now tried to go onto the website and i'm locked out for trying too many times to logon. I'm spent. I would not recommend this company to anyone, and I will most definitely be changing services asap ”
“ I signed up with Direct Energy when I moved into my new apartment and thought everything was fine until I received an electric bill from my apartment complex a few months later saying that I owed them a couple of months of electricity payments. I contacted Direct Energy and after about 3 hours of talking to 5 different people found out a fluke had occurred and caused by electricity to be switched out of my name after one day. I received a refund check for what I had payed them and basically re-started my account. Another few months went by and the exact same situation occurred; bills from my apartment complex, phone call to Direct Energy, found out I had electric with them for one day before a random switch back out of my name. This time I switched to a different electric company but I am still dealing with my apartment complex to get all the electricity bills paid. One time might be a fluke but since it happened twice I can only express how mad I am. ”
“ This is by far the worst utility company I have ever had the misfortune to deal with. I never had a late bill until I signed up with Direct Energy. As a recipient of Social Security, my check is deposited once per month, approximately 1 week after the due date. Direct energy has refused to change the due date, tacking late charges onto my bill. I was told to contact Oncor, my service provider, who referred me back to Direct Energy. Every month, from the day after my bill was due, I received phone calls from DE, (up to three times per day!) asking when I would pay my bill. Each month I explained the reason why I could not pay on time (it was supposedly noted in my account), this continued monthly for my 2 year contract. I even had a call asking when I would pay my bill an hour after I'd paid it. I said I would give my confirmation number, but the employee already had it! I also could not get an extension until the day the bill was due, and only two per year without penalty. ”
| Example Bill |
|---|
