“ DONT USE THIS COMPANY! TERRIBLE CUSTOMER SERVICE! I set up recurring pymnts with my credit card w/ CS until I could get my acct. set up w/ auto debit from my checking acct. this year. In the meantime my electricity was cut off. Apparently the CS agent had NOT set up my acct. w/ my credit card as I had directed nor had they put my auto debit from checking acct. in place which had been confirmed/faxed to them 15 days prior. No one took the time to investigate why my bill had not been paid. Their finance dept. admitted it was their oversight but treated me like I had made the mistake and were terribly rude and disrespectful. No one apologized for my inconvenience, no one made any efforts to make ammends or work to keep my business. ”
“
A door to door sales guy made a good case for me to switch. They had a lower rate at the time and promised to give me a gift card to cover my early out fee from my current provider. The gift card is to be for $250. However they make it really tricky to actually get the gift card. The terms require me to wait till I receive my 6th monthly bill and then I need to send a copy of that bill prior to its due date to a promotion company. The terms then state, "Failure to do so voids this offer without further notice."
Another issue I had was when I was a couple days late paying one of my bills. The bill had 2 prices, one for paying on time and another for paying late which added $5 bucks. I paid the higher one knowing it was going to be a couple days late. They sent me a notice via robot call to my cell. I called to see if they received my payment. They told me they did receive payment but had already put in a termination request that had to be cancelled for an additional fee of $25. ”
“ idiots did not transfer service and did not call me to tell me oncor canceled the order..... i asked for 5 day out transfer of service - the sales person said they would do it as move in and charge me 10.00fee for next day service - one wk later i called for date of new reading and the supervisor stated i had to open new service that would take 7 buisness days and i already placed and had a disconne`ct noice cause i did not pay my txu bill due to they would not do installments for me ( only did this cause i had secured new service with direct) This idiot supervisor said there was nothing she could do about my problem even though it was their mistake. ”
“ I called to have service activated and they where pleasant with getting my deposit but later the service was not switched no in my name. Contacted customer service and was told because they did not send the correct information the request was sent back I said ok let get it corrected so per customer service rep it was done. Well two months now have passed and I still don't have service in my name. Called customer service and was told my request was in the BACK OFFICE wherever that is so I said just cancel my request and refund my deposit. They told me that since there was no service provided the refund would go back on my debit card within 3 to 5 days now here it is 11 day later and no refund. I called customer service again and was told it would take 4 to 6 weeks I'm upset at this point and asked for the corporate number to file a complaint and when I called the corporate office stated I wanted to file a complaint the corporate office transfer me to customer service WOW!!! Now I understand attitude reflects leadership. This has been the worst service I never had and yes I said this correctly because I never got the service connected. I would advised DO NOT USE THIS SERVICE AT ALL!!!! WARNING ”
“ I have had so much trouble with this company. DO NOT sign up for E-Bill online. you will not get to talk to someone with out getting charged a fee. I was not able to log-in to view my bills. Everytime I tried to call someone to help, they said they would charge me a $5 fee to talk to them because I am a E-customer. They have all kinds of hidden fees, and it is SO hard to get anything resolved with anyone. Very deceptive and not good customer service at all. I got hung up on, we got our electricity turned off with out any notice. Such a pain! I would not reccomend this company to anyone. I would recomend that direct energy re-do their customer service. ”
“ The people that work for this company is not very bright. I had to go to six people to try to get a lower rate after I received a letter from this company to get a lower rate and no one knew what they were doing.I was told sorry the letter was sent by mistake, and at the end they said sorry can not help you. After an hour of my time. Im somewhat new to this place and would not tell anyone to go to this company. Im paying way to much. ”
“ I was in hurricaneIke after the storn I was renting a house I am on a fixed income and barley make my bills so I had someone helping me and they stole my money I was unable to pay my light bill so in the hottest part of the summer they turned my`electric off. I have to do breathing treatments due to me having COPD. My doctor got hold of Adult protection and they said if they paid my bill they would turn my lights back on they did pay the light bill but Direct lied and told me I had to pay a 350. deposit. to make a long story short they also took a 300.deposit that DHAP had paid so they took 400. on thelight bill plus my 3oo deposit and wanted 350 more dollars. I would not refer them for lights in my dog house unless I had money to burn ”
“
I have been trying to move my service to direct for 2 weeks. I finally spoke to a customer service person that informed me that their website site was down. I could not move my service unless I did it by phone.
I do not do business that way. I use online services ONLY. If I were to set up an account by phone, I would still not be able to pay my bill online. It amazes me that a company would let their online services be down for two weeks. It shows me that Direct Energy is not a customer service oriented company. I will choose a provider that has a up and running online server. ”
“ I was offered a $400 gift if I signed up. I switched and then was informed that I would have to be with them for 6 months before I get the gift card. I waited the 6 months and I received an email to a link to receive my gift card only to find out that it didnt work. Plus I was only eligible to receive $200 not the full $400. I would have to wait another 6 months to collect the rest. They wasted a lot of my time and I never received the gift card. Then when I switched they charged me a $300 Early cancellation fee. They are a bunch of crooks. Do not sign up with this company. You have been warned. ”
“ I had prepaid service through Direct Energy. I transferred my service with. 52.76 balance left on my account. I was sent a text message from this company advising I would have a refund of my balance minus 2.50 within 4-6 weeks. I called and was advised that it could not be put back on my card, refunds had to be mailed. After 6 weeks I still had not received my refund. I called and spoke with a customer service agent and 2 supervisors. Still got no where. I am now currently speaking with office of the president with Direct Energy. I was advised that a refund was put on my card on January 19,2016. #1 this lets me know that I was lied to from the beginning that they couldn't do refunds on my card, #2 I still have NOT received my refund on my card. I was told to allow 3-5 business days. Today is the 7th business day and still no refund. I've contacted my financial institution twice to ensure its not a error on their end. It's been confirmed that no deposit has been made from Direct Energy. That as soon as they receive the funds it will be deposited in my account. So I'm telling Office of President agent that I have been dealing with this information and yet nothing has been done. I still don't have my refund of my money. This company has showed no empathy at all and seems to have no answer as to why it's been 8 weeks and I still don't have my refund. I would NEVER do business with this company or refer them to anyone. I'm really thinking of pursuing an attorney. ”
“ After using this company for over 9 years today i have been let down and will no longer recommend this company to anyone! They do not believe in customer service but more upholding a company policy instead. Personally i dont want to give a company my money when they could care less about helping meet my customer needs. They disconnected my services this morning ( never have i had my services disconnected) over $40 that i was unaware that i didnt pay because their online services didnt notify me of a disconnection or the actual balance that was owed. i know they have always had issues with there services weither it was mail or online because nothing ever match up or was correct. i always ended up over paying through the mail and now apparently under paying online. I spoke with the supervisor who only remaind quet and only preached what was obviously something she had been trained to say which was that is what the company policy states. Oh and to add to the fun they added a $29 reconnect fee. well i will be looking for a new company today and i will contine to give bad reviews for this company where ever i go! ”
“
Ridiculous. Every time I call them for anything it is at the very minimum a 1-2 hour ordeal. Have been handed off an embarrassing amount of times. Literally - they handed me off 5 times! each service rep saying that my question was not in their department. One customer service rep even transferred me without even saying so after he overheard me laughing due to the ridiculous number of times I was being transfered already (probably didn't want to be responsible for a poor customer survey)- can you believe this? Each switch took 5-10mins, so it took about an hour before I spoke to someone who had any idea what was going on. To be fair, there are a few reps that are good, but the vast majority are not well-educated on their company.
Also, I'm not sure I'm the only one with this problem, but every time I call them - on a land line no less! - the customer service rep's voice is near inaudible, and he seems unable to hear me. This happens with no other company I've had the displeasure of dealing with.
Bottom line - I hope you can get a good price with them, but the customer service really is horrible for current customers at least, sad to say.
”
“ PlansI found out I was placed in a plan that I did not authorized and told them to put me in a better plan than .14 way to high. Was told about Free Saturday Power for 12 months. Requested to be placed in that plan and was told it would take only 3 days to changed. Called back the next day after finding on the DE website that in fact it takes one to two billing cycles to change a plan. CS rep became frustrated, combative and argumentative when I called him out on the discrepancies. CS rep talked over me talk me and said that the person I talked to yesterday was new and didn't know and that training was taking place. So, I asked him if I was placed in the Free Saturday plan or not and he replied that it would have to be investigated what plan I was placed in and what the previous CS rep did. I would not let him off the hook and asked again when would the new plan take place and he placed me hold. Came back to the line to say that "a plan" had taken place but he didn't know which one and that I requested that the plan be back dated as it showed the "plan" (with free Saturdays) had been backed dated to 7/14/15. I told him that was a lie and that I did not request that nor did I have the authority to do that with ANY electric company. He suggested I wait a few days and call back to see what was investigated . I hung up and went to the DE website and found that I was enrolled in a "family and friends plan" at a rate 8.2. I became even more baffled and looked up this plan and found that it is suppose to used for family and friends of employees of DE. They never told me the name of this plan, explained this plan to me nor did I give them permission for this plan even though it appears to less than the Free Saturdays plan. I called again a few days later (8/7/15) to ask again what was the name of the new plan that I was placed in and they placed me hold even after giving my name, phone number, security number, address and they still placed me on hold as usual. CS rep returned told me that my new plan was called "Live Brighter Plan" which totally conflicts with what is on my account manager page, however, he did state that the rate was 8.2. I asked if this plan included free Saturdays and he said NO. I became very angry and told him that I was told that my new plan was suppose to include free Saturday and he said this was the better plan. I then inquired about cancellation and he stated what their policy was of 135.00 dollars, that I had to call the cancellation department and that it would take two months. I told him that was insane. I ended the phone that was taking way to long to do the simplest things with DE.Customer Service is a joke. Placed on hold for the simplest questions like what is my current plan or current rate. Placed on hold for several minutes just for that. CS representatives is rude, give conflicting information from one rep to the other from what the website says (when that is working) talks over you, gives excuses, blames the consumer for their error, gives you the run around, talks over and down to the customer. Also, reps have hung up on me several times mid conversation or pretended they could not hear me.BillingI've notice over the last several months how my bill has soared even though I am decreasing my usage. I've tinted my house windows, dark blinds, unplug, use little lighting and keep my temp at 79-80 degrees in Hot Galveston, Texas. I also noticed the charges were different and new ones added like an increasing charge DE has listed as Centerpoint Delivery Charges which I've never seen before and called to inquire about. I was told that DE is now dividing what they charge and what CenterPoint charges. Even with that explanation I still did not understand how and why my bill was doubling and steadily increasing. I feel totally violated by DE's customer service, deceptive billing, changing my plan without my permission or knowledge, the lack of communication and explanation of anything and what appears to me as total theft by deception which is criminal. These people should no longer be in business and should be in prison. I am going to cancel with this company even though I know that will be a battle and they will block my efforts to so by either not cooperating, adding frivolous charges to my account and just simply not turning off the power so the NEW company can turn it on. I feel bullied and RAPED by Direct Energy!!! This company has the greatest number of complaints in the state of Texas and there are several blogs and website dedicated to warn consumers. There are thousands upon thousands public horror stories from previous DE customers and what they experienced. If these very things were done by individuals or small business they would have been charged, arrested, jailed and have to serve a prison sentence.Went to the Texas Public Utility Commission website to read and learn my rights and how to go about cancellations with Direct Energy . ”
“ This company is horrid! Signed up for paperless billing after not receiving paper bills. Emails would show up a few days before the due date.You will get charged late fees and collection recovery fees for a payment posting a day later. Also expect to receive a disconnect notice the day after your payment is due. These people read off of a script and are of no help when you call in. I have never had any issues like this with other companies. Not to mention that their website is crappy if you are even able to log on. ”
“ I signed on for balanced billing last year paid 225$ a month. Labor Day weekend I received a disconnect notice for 1498$!! I was so upset. I called right away....my balanced billing was canceled with no notice or explanation. I was treated like a criminal because I didn't have 1500$ laying around to pay them. I was hung up on 3 times on the phone having to start from scratch each time. I finally got a guy who would set me up with a payment plan. 555$ due September 8th with first payment due of 88$ due to coincide with my current charges. Paid 600$ September 8th and 520$ October 10th (bill due date) received disconnect notice. Started calling and being hung up on again. They acknowledge my payment arrangement was set up incorrectly and did not coincide with my bill as stated and said my payment plan was broken because it was due the 8th. I requested my payment plan be reinstated to which they replied they can not because ivy payment plan was broken.....finally they agreed to a new plan but I would have to pay 245$ right away. Again I'm offered charity because after paying them a mortgage payment I do not have 245$ today. If this single mother has a heart attack and dies in her sleep tonight someone please sue the hell out of these scammers on my behalf! ”
“ After nearly two years of Direct Energy, I changed to a new provider, last week. My bill had gone up substantially over this time, last year. That gave me the incentive to go ahead and move my service. I have regretted being with Direct Energy from the first month. PROBLEM: they start calling immediately (well before the due date) with "subtle" phone messages of "an important matter, regarding your electric service". This gives the illusion that they are about to cut your service off. The number I gave them, is my business line (my mistake). But, I cannot have "collection calls" (especially unwarrented ones) on my business line. Also, I had signed up for Direct Energy for my (deceased) parent's house, at the same time I signed up for my service. Since then, the house has been transferred from the estate to one of my siblings.. We tried to move the service on that residence, into the (new) owner's name and were told the rates were contingent upon the bill being combined with my residence and that if we separated the statements (one bill going to each owner) that our rates would go up. I have been paying the bill on my parent's (former) house and recouping the money from my sibling. What I found most interesting was that each residence was billed at a different Kw rate even though I signed them up at the same time. And, I thought, at the same rate.. I could not see how mailing (or e-mailing) the two statements to two separate owners would justify a rate change.. BIG, BIG, BIG headaches. Not worth the "saving" to deal with these yahoos. ”
“ Originally started and was supposed to get a 20$ card, but due to their error I did not receive it. Called more than once to resolve this, got nothing in return till finally they told me that I would be getting a 20$ bill credit....... 4 years later NADA, NOTHING, ZIP. Not to mention the horrible price hike they hit me with. If you're late 1 day the harassment begins. When I harass them about my $20 no one can answer F THIS IM OUT!!! ”
“ I signed up for a 24 mo contract at .08/kwH. They magically have no record of said contract so they put me on a variable rate plan with no consultation of course. I have called virtually every month to get this fixed and either get my account credited back with all the over payments or send me a check. This week I get an email stating they've now put me on a fixed rate plan of 19.8/kwH. ARE YOU KIDDING ME?!?!?! Naturally no one from customer service nor their "supervisory" level can seem to figure it out. Its the most ridiculous thing I've ever seen. This company is beyond inept, they are a flat out scam. Should've known when they aren't registered with the BBB. ”
“ Direct Energy is the most unscrupulous company that I have ever done business with. Direct Energy plays with their rates and 'forgetss' to tell customers that their contracts are expiring and they then boost the rates astronomically. My rate in January was 50% higher than the local utility. They are scammers! DO NOT DO BUSINESS WITH THIS COMPANY!! ”
“ I agreed to switch to Direct Energy in October of 2013. The initial selling point the door-to-door salesman made was 2 Free Decembers to help with Christmas in the upcoming 2 years upon their 24 month agreement. I got my December bill and had a balance of $357. I called 5 times in 2 weeks with no resolution and threats of turning off my electricity. I refused to pay my bill knowing that I was told this information and a refund is near impossible. I know my rights and they have 21 days to contact ME and they can't shut off service over a disputed bill. After finally talking to a representative today due to my persistent calling and being put on hold, I was informed that my free month is in January and I no longer qualify for the incentive because I refused to pay for the month I was told I got free. ”
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