Direct Energy — gas delivery
Due to a error by Direct Energy, they sent Atco Gas to turn off gas service to my home on the morning of April 23. Direct Energy's database had 2 customers with my address. Several months ago I started receiving overdue bill notices for the other individual who is unknown to me. I marked "Return to Sender, not at this address" on the envelopes and returned them to Direct Energy. I also called their offices to advise that there was an address error. Eventually when this other individual didn't pay (one, because he doesn't live here, and two because he never received his mail) they turned off gas service. I spent most of the day on April 23 and April 24 on the phone trying to get this sorted out. All of Direct Energy's calls are routed through the Philippines and Guatamala and finding someone who could understand the situation was nearly impossible. By the end of the day on April 24, I found someone with the ability to send a reactivation request to Acto. Unfortunately, as this whole process took so long, Atco was unable to send a technician to my home until April 27. By that time I will have been without gas for 4 days. To put this in context, in our home we use gas for heating, hot water, and cooking. This is a HUGE inconvenience and Direct Energy isn't willing to make it right. The fact is that Atco Gas has emergency technicians that could come any time of the day or night if they wanted to. However, neither company seems to care.