“ I had been with Direct Energy in 2006 and left because of their lack of customer service to resolve an overage charge on my account. I switched and went with another carrier for the past 4 years who was unable to beat Direct Energy's rates when my contract expired. I made a mistake in going back with Direct Energy. I enrolled in September 2013, and they kept promising a welcome packet that I didn't get until November, My first bill was a nightmare with claims I owed a past due balance from 2006, but couldn't send me any proof past two years to show I owed any monies. I fortunately had my bank staement, monthy home finance records, and personal journals that documented I paid them off when I switched and had no contact from them. I suspect they'd not completed their records in their computer system correctly when I announced I was switching in Sept 2006, and went with my other carrier effective November 2006. It took a few weeks to get someone from their resolution department to call and let me know all these fee charges would be take off the account but I still owe a past due balance of $63.00 but unfortunately they can't show me any proof as they have no way of sending any past reports past two years. So in other words I just have to trust them and take their word for it. My next bill a mess they didn't have all the charges taken off they'd promised and I had to call in and discuss it and couldn't get ahold of the rep who said to call her if I had any problems with my bill. They alleged reopened my complaint ECHO #, and it's been over a week with no one having called me to resolve this issue.Worst company ever, they have apologized for not having sent my welcome packet in a timely matter, they apologized for me having talked to over 12 differnt people trying to resolve issues on my account but their lack of departments not being able to talk to each other and READ what each departments documents on line shows a lack of structure and disorganization. When they were supposed to have put my account on hold to research my 06' bill they instead sent my account to their collections department to hassle me about this 06 bill. I've been at the same residence for the past 12 years and have never hand any problems with my Energy companies until this company. I recently read the reviews of disgruntled contractor and employees of this company online and would not recommend anyone select them as an Energy Provider ”
“ I have been with this company since I first bought my house. Four years later I called to make a payment and the customer service that took my call convinced me to switch to their power to go plan and if I did not like it that I WIll NOT HAVE A PROBLEM SWITCHING BACK Direct Enery you are a Lier its 2 days before Christmas and I have kids at the house I have been trying for 5 days trying to get back to switch back to my monthly bill I know that have to pay my balance and when I tried to pay 5 DAYS AGO ya would not take my money that I had to wait 72 HRS for someone to call me back so I can switch well guess what the money that I had to pay you guys went to the power to go and now that I am in desperate need for electricity they won't work with me I get paid again in one week and they can not connect me back they will not work with me after I have been with them for 4 years and they caint wait for me for One week..Direct Enery you really disappointed me.. ”
“ They don't let you know about all the fees they will charge you, for example I I have been charged $15.78 for fees including $9.95 minimum usage fee, where my energy charge is $23. Customer service is extremely rude and they don't know the answers to the questions. and they put you on hold for so long. There are better options. ”
“ I activated automatic payments...which apparently they did not take note of, since, after 2 months of not receiving bills, I got a disconnection notice. I hadn't received a single bill, or a single letter telling me I was past due. When I called the services center, they apologized and said they would waive the fee, and told me not to pay until they had done so. As I was waiting, I came back from a business trip and my electricity had been disconected 4 days before de due date, and all my food had gone wrong. Since it was saturday evening, I had to stay without electricity until Monday morning, in which they connected me again, after I had paid everything, includinbg the fee, and including a new rate that they had decided to charge me, more expensive than the one I had. I will definitely be changing my provider. ”
“ I have never had an issue with any other service provider that has affected me in such a negative way as with Direct Energy. I signed up with them in early October to begin my services on October 8, 2013. However, yesterday around 4:15, my fianc went to my apartment and informed me that there was no power. I called Direct Energy immediately. I was notified that when they went to switch my services over, the order somehow was cancelled and never took place. At that time, it was around 4:30 pm when she advised that she would submit what was called a safety net request. She said this is an emergency order to connect my services with Oncor. She advised me that the time frame on this could take up to 24 hours. After this, I contacted Oncor. They advised that once they actually receive the request, they would have my services connected within 2-3 hours. However, they said that they didnt see my order had been sent to them, but advised that that could take up to an hour. So, I waited until 6:15 to contact Oncor. They advised that they still had not received my request. I contacted Direct Energy again. They advised that the order had been submitted and that Oncor was at fault in not receiving it. So, I again called Oncor. The representative advised me that they receive these requests in an email format. She was checking that email and had not received it. She advised that I again contact Direct Energy, but request that they conference Oncor in so that we can get this handled correctly and promptly. I followed the instructions of the Oncor. I asked the DE representative to conference me in with Oncor. Due to her not having the ability to make outbound calls, she transferred me to a supervisor named Michelle. It was at that point, around 7:30 pm, that I was advised of their procedure. When a safety net request is submitted, they do not send it to Oncor directly, but rather to their back office. She advised if the order is not submitted by the time that dept closes at 5pm, it would not be sent to Oncor until the morning. This particular department only sends these requests twice a day. Considering that my request had been sent at 4:30, I do not see why my request had not been received. I asked that she send this request directly to Oncor. She refused to do so and said she would not because it is against their policy. This is completely ludicrous as it is their fault I am without power. Maybe I am making assumptions, but when you wrong your customer, most companies are willing to go against their normal policy to fix their error. Apparently, not Direct Energy. Policy and Procedure is more important that their Customers. My electricity being out was of no fault of my own. The blame, as admitted by each DE representative I spoke with, was entirely on their company. I feel as though I was treated very poorly. I understand there are certain procedures that Customer Service must follow. However, is it your normal procedure to forget to connect your customers service? It should not be; therefore I believe an extra effort should have been made to ensure I was not without power. Rather, I was forced to go without. This is more than an inconvenience. I have also been put out financially. I could not cook dinner, so had to take my family out instead. In addition to that, I had just purchased $200 worth of groceries the day before. At least $100-150 worth was in the refrigerator and freezer. It has now gone bad. As you know, chicken and such does not keep and it was not like I could cook it, because I had no power to work my stove. I will have to purchase groceries all over again spending double my normal grocery budget. I also had no hot water. I had to take a cold shower and go to work with wet hair because I couldnt use my hair dryer causing me to look entirely unprofessional. This experience with DE has been horrible. And what is worse, is that I havent even received services yet. But, I am in a contract that I cannot cancel without a penalty. I am not looking to have my contract cancelled yet, I just want to live a normal life with electricity like everyone else. It would be one thing if my power had been turned off due to nonpayment. At that point, I could understand a lack of urgency to help me. However, I have not even accrued a bill to fall behind on yet. This experience was entirely unacceptable. ”
“
This company took over another and never notified me. I was paying my bill through the other company and it was never applied to my account so my power was shut off. After $120 in disconnect fees and 5 hours on the phone, they told me they had made a mistake but b/c I already had changes made, I just had to call back the morning after my disconnect date and they would put a credit hold on my account. Here I sit on hold 2 hours, 1 minute and 47 seconds later after being disconnected 3 times just today...the worst company ever!!!
”
“ I had my identity stolen and put a fraud alert on my credit with all three credit bureaus. Nearly one month after the alert was placed, Direct Energy ignored the alert and allowed a fraudulent account to be opened in my name. My first call to Direct Energy resulted in the customer service rep refusing to give me a phone number for the fraud department; instead, providing me with a fax. Two later calls resulted in me being transferred to the fraud department to leave messages with no return phone call. Finally, a customer service rep took my complaint, apologized for the inconvenience and told me to file a police report. No report would be needed if Direct Energy wouldn't have willfully ignored the fraud alert. I still have not heard from the Direct Energy fraud department. ”
“ This company is BIG SCAM... I asked for a refund that still took 6-8 weeks for me to get and then the refund was $7.00 short of the $100 that I paid them... I went 5 days with no lights and finally swithched companies... They had the nerve to tell me that services were started at my house which they were NOT... They told me that I was suppose to call customer service and that is NOT my job that is what I paid them the money to.. IF that was the case I wouldve kept my money since they wanted me to call Center Point... Direct Energy is a BIG SCAM and are just out to get money and nothing else... I WILL NEVER RECOMMEND THEM TO ANYONE IN LIFE!!!!! ”
“ I was referred by a leasing agent to Direct Energy. It was the biggest mistake!! I ordered power what they did was asked Center point to take the meter. I did not find out that was the problem until I called them again because I still didn't have power. They decided to close my account with out even notifying me. I called again and was enrolled again on a different account and they had promised that my electricity would be on with in 2 to 4 hours. It has been more than 16 hours and until now I don't have power. Please DO NOT USE THIS COMPANY THEY DON'T CARE ABOUT YOUR BUSINESS. There is also a rep by the name of JOE and his supervisor by the name of "DAN" both need to get out from Direct Energy and maybe work for Mc donalds . Both of them were very rude and caused all this trouble. It even begun from the department of new account set up. By the way the I was trying out for Power to go-Pre Pay. DO NOT USE THEM. I am sorry at the moment I cannot refer any other company because I had problems with Reliant Energy also. ”
“
They lie about their rates, its the most expensive company I've been in. Ive given payments with shown receipts and given no credit for them. To top it off there is not one place were I can give the payment; not even online has to be check or money order. I have been over ten hours on the phone in customer service with them and gotten absolutely nothing done. Basically their just ripping of people "thiefs".
”
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This company will not take no for an answer and will not stop calling even though I've asked them to over and over. Finally got a phone number today and reported them to DO Not call.gov so hopefully they have to pay a huge fine!!!
They say they are affiliated with our local energy company which is a lie!! Do not be taken by this company. They are scammers!!! They refuse to send information in the mail..hhmmm could this be because then what they offer is in writing and they would have to stand behind their word???
The person who called told me to check them out online.....so glad I did because from what I can see of the reviews....they really are terrible to work with!!!!
I would never recommend this company to anyone!! ”
“ I just sidned up for Direct Energy. They sent me a 5 day bill that went into my spam box. When I finally found it I was charged 15.00 for a auto pay breakage fee. I called them to question it and was told I was going to be charged for the call so I went on line and asked what auto pay breakage fee was. It took them 8 days to reply. I was told I'm being forced to sign up for auto pay and that it was in their terms of condition I signed up for...i checked and it was not. Becuase it took them 8 days to respond instead of the 1 day they claimed it would take my payment was late. They have now charged me a late fee and at least one or more "collection fees". I won't pay for something I didn't agree to. They now state that even if I sign up for Auto pay but use my bank to pay them and pay them early they will still charge me 15.00 a month until I do what they tell me to do. I have contacted PUC and filed a complaint. This is the worst company ever...money grubbing...crooked and unfair. Stay away! ”
“ Direct Energy is a lousy customer and I regret the day we ever signed up with them. Direct Energy was contacted on 10/25 requesting a deferred payment arrangement on my account in which the representative shouldn't have done due to the sensitivity of the account. One payment of $200 which has cleared both the bank as well as Direct energy was made while still under the payment plan however the payment arrangment was broken. There was a payment made prior to the deferred payment was done with a personal check in which it was returned and caused the deferred payment to be broken. Direct Energy will not release the switch hold from my account although the deferred payment plan was broken. I have satisfied all payments at this time. I spoke to several account representatives and they were providing me with different reasons as to why the switch hold was done. I was originally under the impression that there was only until the tampering charges were paid in which this has been done. Please have this filed against Direct Energy and I will no longer use their service in the future. I don't see where they are able to break my payment arrangments but I have to abide by the rules of the deferred payment arrangments at the same time. This seems unfair as a customer and something should be done about it quickly. ”
“ I switched to DE because they advertised 8.9 cents per kwh, and were giving a bonus to my credit card miles. I was paying 11 with Reliant. So I switched and got the 8.9 cents the first month, then back up to over 12 cents the following months. I called them and they said the 8.9 cents was just an 'estimate', and offered me 'their commercial rate' of 11.2 cents. Well, I 'estimate' i'm changing providers. The old bait and switch continues on. ”
“
I loved DirectEnergy at first.
but they undercharged me for 6 months and decided all at once they would give me a massive bill! now i owe them a very large amount and my family already recieves help from the government so there is no possible way i can pay this and they didnt want to help at all! Amd how am i supposed to know they are undercharging me if they have billboards out saying, "NOW YOU CAN BRAG ABOUT YOU BILL!"
YEA RIGHT. I will never go back to direct after i switch. ”
“
Direct Energy mailed a flyer titled "Switch. Chill. Brag."
When I called about the promotion, I received an automated message that the "Direct Energy Enrollment Center" was open from 7:30 a.m. to 8:30 p.m.
Well, it was 8 a.m. When I called Direct Energy main number neither the rep nor the supervisor could get through and had no answer.
In addition, they had no information about the promotion. When I asked the supervisor for the CEO's name, she was reluctant to give it to me. When I asked Direct Energy's address, she refused to give it to me.
At least in my experience, if any service were worse, I cannot remember it.
I'd hate to wonder if you had a real emergency with Direct Energy.
Tony ”
“
I switched to Direct Energy because of their price per KW and also because they were offering a $150.00 gift card reward to switch.
Well, that was last December, we are now in June and still I did not get the gift card. I called them four different times and e-mailed them twice and still no gift card.
The last "supervisor" I talked to told me that if I do not like their service to switch companies... Really? ”
“ Moved from CA to TX. Called to enroll for service, and was told that the credit department will call me back within 48 hours to complete the enrollment process. It has been 4 days since I last spoke with them ... decided to go with Champion Energy instead. YOU JUST LOST A CUSTOMER! ”
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Not only has my bill increased by 300% comparing 10/1/07-9/8/08 to 10/6/08-9/4/09, but I've now talked with 5 people including a supervisor who can't pull up our account with the account number, tax ID number or ESI-ID number.
There is no reason that my electric usage would have tripled. What can be done? Who can I talk to? HELP!!! ”
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