Direct Energy Services
reviews and complaints

Over 6 years ago, I had to relocate, and cancelled my Direct Energy Services as I had to rent a place that had it included until I sold my original place to buy something new. I had my mail forwarded to my new address and got a bill over $200, when I phoned to inquire it was stated to me that I signed a contract detailing that if I left I'd be charged. I don't remember signing this and asked them to provide me proof. Well 2 weeks later I got another bill for over $500, to which I called back, was met with an extremely rude person who hung up on me. I ignored it, thinking this was a scam. I went to get a mortgage a year and a half ago, and found out they placed a charge on my credit report.

I was livid, and my bank said I couldn't get my mortgage without taking care of it. So I did not agree with this scam but had no choice to pay it because Direct Energy told me they sent it to collections so I had to deal with them. They were only interested in collecting not resolving. So I had no choice, I paid it and it was cleared from my credit report and the bank approved my mortgage.

Now a year and a half later I have another collection agency calling on behalf of direct energy saying I owe this large amount of money (I haven't received this notice yet, just threatening calls and emails). I told them I paid it, they said they called direct energy and it was still outstanding.

I paid this, my bank can confirm this and I will hire a lawyer to fight the collection company, but now I'm really upset that Direct Energy is still trying to collect a debt that they couldn't prove I owed at any time, and further sent it to another collection company after I paid it. This is now stealing in my opinion. They already got a very large amount of money from me because I had no choice to end my services but they couldn't prove I signed anything. I'm not saying I didn't but all my paperwork did not mention penalty fees to leave. And before I paid it I wanted proof that I owed it. But now its paid and they are still sending collections after me, that's shady and corrupt.

Direct energy regulated services is try to make me pay for a mistake made by Direct Energy. Two different companies but the same name, they work together. Direct energy hooked up a tenant of mine to the wrong gas meter. My tenant was paying for the neighbors gas. Direct energy has the meters mixed up but will not take responsibility for the billing error. Representatives from each company refuse to contact each other to resolve the error and have instead taken to harassing me for payment.

Direct energy offered a $200 gift card I found it in my mailbox and spoke on three different phone calls with a customer service agent from direct energy after not receiving the card after numerous calls and over 4 weeks I finally got a letter in the mail but it wasn't about the card it was about them being my new electric provider when I called the company I later found out not only was it a scam in the beginning from the time they put the leaflet in my mailbox but somebody at the company fraudulently went online and connected my house!

So I implore anybody that is dealing with this company or has interest in lower rates do not choose direct energy you will regret it!

house

after 26 years, I sold my business due to health issues.

Direct Energy is invoicing me for actual damages charges.

No one knows when a business will sell due to unknown circumstances.

I feel I should not have to pay this.

inv #[protected]

inv#[protected]

Maybe the salesperson should contact the new owner. I have no control of what they do.

Based on my recent experience, I feel like this company is scammy at best.

I know that my elderly mom forgot that she had this plan as it was on autopay.

When her HVAC died Feb 2022, she did not contact DE, poor memory and all. Her local HVAC evaluated the system and determined that it need to be replaced. The debt for the HVAC will have to be paid by her family.

Mom passed away Sept 2022 and I discovered the drafts being pulled from her account shortly thereafter as I was joint on the account. Looking through bank records and talking to the bank, we saw that she had been paying DE for at least 4 years, probably longer. They have no record of her ever receiving ANY benefit from the plan.

When I called to inquire about a benefit, their answer was that the loss happened in the previous plan year, so there was nothing they could do. Her plan wouldn't have covered full replacement, but some benefit would have been respectful. Nope, no way they could do that.

DE was all too happy to receive $[protected]+ for the plan over the last 4+ years, but would they pay out some of that as a benefit? Not unless you follow their process to the letter.

I won't call it a 100% scam, but DE certainly took advantage of my elderly mother.

DE was nice enough to cancel the remainder of the plan year since Mom had passed away. That's why I feel like it is probably a 95-99% scam.

On 3/2/2022 I signed up with this awful company. Since10/3/2022 I have been trying to have a maintenance check on my cooling/air conditioning unit as per the contract. It is on 10/27/22 and not one person from Direct Energy has called me back as promised nor has anyone from the companies they assigned my request to has returned my calls. It states that if the company does not call me within 48 hours that I can contact them directly (doing their job that we pay them for).

10/3/2022, they assigned Yantra Air LLC, I called the company on 10/6 and there mail box was full, I could not leave a message.

10/7/2022 I called Direct Energy spoke with Cathy and she assigned Cherokee A/C & Heat Solutions and was to call them and then call be back the next day.

She never called me back.

10/9/2022 I called Direct Energy (3rd time) and spoke with William. Explained my situation, he assigned Premier Heating and Cooling company. Said I should not have an issue. No Call

10/15/2022 called Premier Heating and Cooling Company spoke with Rose, not call back.

10/24/2022 called Direct Energy spoke with a clerk who assigned Premier Heating and Cooling Company AGAIN. I asked to speak to the manager. His name is Stanley explained my situation, he called Premier Heating they were to contact me. I requested for him to set the appointment up by the end of the week. He promised he would call me back the next day and still HAS NOT.

Direct Energy did offer me the option to find someone to do the maintenance and submit the bill to Direct Energy and they would re-imburse me. I am new to Florida and do not know of a reputable company, and do not trust this company to re-imburse me. This is the service I pay them for.

My issue still isn't resolved.

Direct Energy will YES you... tell you what you want to hear, they all lie about the services, about being open 24/7... cleaning the vents, etc. DO NOT USE THIS COMPANY.

Account number : [protected]

When the bill was due, you guys hired cbv collection services (when they called me they said we have a final settlement offer for you that was $2100)

So I paid $2100 and after that accidentally while I was making my other bill payments (accidentally I paid another $552 to cbv account associated with my direct energy services.

Cbv forwarded $2100 + $414.05 to direct energy (hence please double check with cbv and confirm what was my final settlement offer that they gave me, and please transfer my $414 that I overpaid by accident that I was supposed to pay to direct energy regulated services account number [protected], [protected]

Please I have been trying to explain what happened from last 25 days… I have two kids and I have no job and I need my money please and thanks

My name is Francine Hamel on July 5, 2022 I pass more than 2 hours on the phone I dealt with power at my present residence until the first of August and power for a new place I rented starting on the 15th of July. Your direct energy team sent me a confirmation of those facts.

This morning direct energy woke up and cut my power. I will loose all the contain of my freezer and my fridge at least $400 of value.

We also have a business from my home that works 24 7 using the internet. Witch is nor working so a lost of income there.

After a phone call with Direct Energy to correct your mistake the lady told me it would take 24 to 48 hours to reconnect and a cost of $83 for me.

You guys are laughing at me

I will complain and go to Court if necessary but you will compensate me and of course I will not pay for your $83. Contact me at [protected]

915 104 Ave sw calgary we moved out sept 1 2019 as was charged past that day the person responsible was the owner Branco Selebay I have been trying ho get this removed for 2 and a half years enough I'd enough please can uou resolve this

Today, 4, 20, 22 I received a letter offering me a choice of three plans, limited offers, to expire 5/20/22, at about 6:30 pm I called Direct Energy on April 20, 2022. I asked the rep what my kWh percent rate as per my last bill as I am currently on a varied rate plan. He lied. The rate he quoted that he said was the rate I paid on my last bill was 5 cents higher per kWh than what it actually was. I consider that fraud. He told me he could put me on a plan that was 19. kWh. Currently, I'm paying much less but the letter offers three plans at 17.9 kWh each. I told him about the letter and the plans and the names of the plans and he said that those plans have all expired and that the letter I received explained that. That was another lie. The date listed for the offer expires on their letter that I just got that day is 05/20/22 and that date is a full month away. So they lie about their own letters. I asked for a supervisor he wasn't able to get me one. I called back. I was told that no supervisors were picking up in the department or ext to call for them and that there was no way to take a message for a supervisor to schedule a call back with one. I was then told the best people to talk to about this issue were in their complaint department. They have a department that does not have supervisors working there, that's what I was told, but they do take complaints. But no one was in that department either.

The PUC of Texas says before filing A Complaint PUC, contact your electric provider and allow them to attempt to resolve the situation prior to filing with the PUC. But they don't have anyone to speak to at my electric company. Is that how they got by lying about rates to try to force customers onto the highest rates possible. I am a 65-year-old woman forced by handicaps for a medical issue to retire and am on a fixed income of $1000. per month social security. I have been a good customer of Direct Energy for a long time. I have never been late on my bill. None of that stops them from basically trying to fraud me into overly high rates by allowing or maybe even telling their reps to lie about the rates and plans. And then to boot, they make sure there is no way to talk to a supervisor, you can't even leave a message for one and the same goes for their complaint department, no one in that department can be reached either.

June 7th, 2021
I have been a Direct Energy customer for over 25 years. Always pay my bill on time.
Over the past year I have noticed on my statements that my rates continue to climb. Not once not twice but three times over the past 12 months I have discussed with a Direct Energy representative at a kiosk to determine if I was getting the best possible rate for my electricity and natural gas. each of the three times that I stopped to confirm that I was on the best rate plan, I was told that in fact I was on the best rate plan.
In a discussion today with a Direct Energy customer service representative I was told that I am not on the best price program, rather I am on a variable rate program. The difference between what I have been paying and what I should have been paying, and what I thought I was paying what's the difference of $13.00 per unit to less than $8.00 per unit. The representative was very helpful but explained he was not able to assist me with any compensation towards the excessive rates I have been paying. I asked to be transferred to a customer service Rep who could discuss this further with me. After being on hold for 49 minutes, I was t transferred to a Rep who said that she would be glad to put me on a fixed price program but there was absolutely nothing she could do about the excessive charges that I had been paying. I explained very politely and professionally that I was not interested in a simple apology an move to the new price, rather I wanted to be compensated or accommodated in some manner for the additional fees that I have been paying. She said sorry, nothing I can do I got one a fixed price plan. I explained that as a 20 plus year customer I'm surprised that she would simply say goodbye.

I will be dropping Direct Energy immediately as a supplier.

On May 27, 2 Direct energy (Detroit 6 mile Wyoming area) recruiters harrassed my sister and knocked on my Dads door door after she was told there was no need to and commenced to arguing with her. Your reps overstepped there bounds of selling a product and became hostile. She was told that several house in a row was owned by my sister and she responded with sarcasm and distrust. I had to encourage the workers to move on to the pass the houses that were family owned and not interested and she continued to be rude and combative. She did not represent your company well nor to us and anyone who watched the encounter.

4 years after my contract expired with Direct Energy and switched to another provider, Direct Energy sends to collection agency and credit bureau $386 of unpaid bills. This is 4 years later!
After going thru archives because Direct Energy he stated in providing alleged bills I proved that my autopay did pay these bills .
Upon showing these facts then they say my bank called back these funds.
Bank statements and bank do not reflect this.
I had to submit my bank statements to provide my innocence because they wouldnt submit theirs.
They refuse to retract their false reporting to the credit bureaus and they also violate State of Texas statute of limitations on collecting bills. 4 years later they try to collect for first time
Most people would pay or let credit be tarnished.
This is fraud, violation off Texas law and derogatory remarks.
Stay away from Direct Energy.
User's recommendation: Unprofessional and false billing.
Preferred solution: Apology.
Location: Houston, Texas

I am a former direct energy rep. I used to work for a company called Trust Energy selling Direct Energy Contracts in Calgary . I was told by the trainer and supervisor, Robin and Matt to hide the truth from the customers . I was asked to to fake the electricity and gas price to elderly people and newly landed immigrants as they are not aware of the energy market . The price is not fixed and it will go up in two months. They lock you in a contract and you if you wish to opt out later it's costs to you $4000 to get out of the contract and eventually messing up your credit.I quit the job because I refused to lie to the customers anymore.

Avoid this company like plague. They lock you on a contract at a higher price. They provide you free electricity and gas for two months and then triple the price for the next five years.

Wish I never worked here as this company has a bad name and the trainers and supervisors asked me to lie and hide the truth.

I have service with them and had a contract for a year then they decided to alter and cancel the plan and will not honor the rate. Then put a switch hold on services so I cannot change although my service with them is up in 918. I have called and spoke to people and management but no help. Sophia Dinwiddie 7417 Candler Ft Worth 76131 [protected] Sophia.[protected]@gmail.com

I signed up for direct energy for 1 year contract. It was free weekends and $100 visa card promotional offer. In March, I contacted them about the visa card and their agent said that I will receive the visa card in 2 parts. $50 after 6 month of contract and the remainder after completion of the contract. But when I contacted them today about the same matter ( i wanted to know when the card will arrive) they say that the plan I signed up for does not have a promotional visa card offer! and the last agent was incorrect.
I am gathering documents and other people like me who have been scammed like this by direct energy. I want to drag them to court and [censored] bury the company to the ground. I know suing for $100 sounds ridiculous but its not just about that! Who knows Those bloody scammers are ripping off and at what amounts!

Hello, my name is henry chan.
I choose direct energy in July, 2017 because of yr good service.
But I feel very disappointed now because nobody tell us why we can't get 10000 aeroplan miles after 2 statement we paid until now.
I try to phone yr compay 3 weeks ago and the teller just said they have wrote down the note and notify another department phone us.But we didn't get any answer after 3 weeks.Today we try to phone again and yr company's guy said the same.
We are waiting for yr aeroplan miles urgently because we want to use up aeroplan miles to book the airplane ticket for December
We have book the coming back ticket already.We just thought directenergy will give this point after 2 statement we finished as soon as possible. I never think it will delay 1 months and maybe longer.Because I have paid the second Bill on sep/2017.

To be honest, if we can't get the provite answer and we will cancel the contract with direct energy.

We wish we can get yr good services and wait for yr answer. Thank you.

My phone number is [protected].
My account number is [protected]
My aeroplan number is [protected]

Hello
I have been with Direct Energy for a number of years (7+) and always been on the budget plan. My bills have always been 260-280.00. In April I received a bill for 449.00 which I asked to be explained to me. I was told it was the review of services used throughout the year and being on the budget plan you can pay more or less through the year. I then in July received a bill for 1000 then another for 1500.
I find this to be highly inappropriate as I was told this was due to the budget plan. This is wrong and I would like this reviewed. No one cared to listen to me and they sent my bill directly to final billing. I've contacted CBC over this matter and will contact Global tonight. Thank you

Date of complaint July, 24, 2017
Account # [protected]

I am the daughter of the current account holder. My father was rushed overnight to the University of Alberta hospital to receive a transplant, during this time I have been looking after his bills. I made a mistake while paying the bills and the electricity to their house was going to/or was being cut off. I needed to find out why, thankfully during this time my father was not hooked up to life support as I could not get any information in regards to what was going on with his account. I called, and afterwards my father called to add my name to the account so I could speak to a representative about the issue, he did not have a pleasant phone call with whom he spoke too, but at the end he apparently added my name. The result of the inititial phone call my father had resulted in an elevated blood pressure, he was in tears and felt as though he was being scammed was left feeling helpless. I said I would call back and find out what was going on. So i did, approximately an hour after his phone call with direct energy which resulted in me not being able to speak to anyone as no one had added my name to the account. Due to the incompetence of your customer care representatives, I asked if they could speak to the individual that my father had spoke to as he/she did not do what she was supposed to do.
This situation has still not been resolved as I have to get my already upset father to call again.
When it comes to these stressful situations in ones life, your employees are not emphatic, compassionate, or useful. If the result of this situation results in my father having a heart attack, or more complications it very well could be direct energy's fault. Are you taking advantage of people in their sickened state to gain more money? I will tell you from my experience, as a long time direct energy customer myself you definitely do nothing to make the situation any easier. I just wanted my parents house to remain in working order, without any additional costs. I am disgusted, and infuriated at the lack of professional your employees have.

Right from the very beginning we were mislead by this company. I was told that if I signed up with them we would no longer be getting an EPCOR bill. This was not the case . I've had nothing but problems with billing right from the first month, it is going on over 2 years and this has been a nightmare contract I can't get out of . Everytime I try to cancel they tell me I will be charged more money . I didn't receive any bills for months after I signed up and tried to cancel within the first month but was told I couldn't unless I paid out penalties for cancelling . I was set up on a monthly budget plan that consistently went up and was always different amounts . Then this last year I was paying a regulated amount every month set up and determined by Direct Energy Essentials and I've never missed a payment . I just received a bill saying I owe over a thousand dollars. I don't know if I should get legal advise or go public but I need to get out of this contract . I have paid out hundreds of dollars trying to rectify the billing problems on top of my regular bills that I pay monthly just with Direct Energy Essentials .I get someone different overtime I phone, apologizing over and over and being put on hold for 15 minutes or more while they look at my account only to tell me they are sorry but it just keeps happening. They just told me today that they couldn't tell if it was a debit or a credit and to just wait for my next bill, but I explained I was looking at my bill and it said amount owing and that it was now late . ( I still made my budgeted amount payment) Even though they were looking at my account then she said my budgeted payment plan was cancelled as of May and the bill was for over and above my budgeted payment plan that THEY set up. I explained that I have a mortgage and other bills to pay and that I can't afford to pay a over 1000 dollar bill because they didn't budget my plan properly . She apologized and said she could set me up on a payment plan for this amount owing on top of my regular billing cycle that I have never missed a payment on . I just want out of this ongoing mess . Worst customer service I have ever dealt with.