“ No ”
“ I have tried to contact Direct Energy for 2 days to renew contract. It appears that the low rate is only available to new customers. I have been with them for 5 yrs and went online to do a Chat but each time I am told 6 people in the Que. I wait until it gets down to 1 and then a message comes up that no agents available. I get out and go right back in and 6 in Que again. Last year when contract was up the price to renew went up. This year it looks like quite a bit. It appears that they get you in and then continue to raise the price. ”
“ Melinda was very helpful and thorough in explaining ”
“ I used Direct for over a year and never had any issues with them except for with their idea of average billing. They offer average billing, but it is unlike any average billing I have ever experienced, and to this day, when I inquire about how average billing works with potential energy providers, I have never encountered Direct's odd approach to the matter.Direct Energy doesn't average bill in the sense of keeping your bill around a steady amount and then adjusting it for over or under usage. Direct's average billing bills you exactly what you used that month, so the bill is always a surprise. I spoke to several customer service reps about this issue, and they all seemed confused by my confusion; like average billing meant regular billing. It's really weird. So if you are okay with your average bill being a mystery surprise each month, go ahead and sign up with Direct. Honestly, it's the only issue I ever had with them, but it was enough to inspire me to switch to another provider. Just my personal preference, though. ”
“
The Power-to-go Direct Energy plan has been great. I get a daily email with my usage and cost. It's been really convientient. I haven't had to deal with customer service, so I cannot rate that, but set up was easy online!
”
“ I haven't had any issues with direct but their website isn't my favorite out of the energy companies. Customer service is helpful. ”
“ I signed up for Direct Energy as my electrical power supplier. All went super well until my term came to an end. Typically, you just find the least expensive provider and sign up and you can automatically switch, not with Direct Energy. I had to call in to cancel and apparently it will take 1 to 2 billing cycles until it goes through. So now I can't shop for a better price because they haven't "released" me. Just isn't a great way to do business. ”
“ i got a good plan at a good price, but was never notified of contract ending and never offered a renewal deal so i left ”
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I was a Direct Energy customer for almost 2 years, before I ended up moving. I thought the plan I had through them was price competitive at the time and have few regrets in using them.
The customer service was fine but the billing irritated me a little bit. Specifically, when I'd go to make a payment with them over the phone, they'd charge me a "convenience fee" to make the payment. What this really was a surcharge added to my bill to cover their costs with a third party billing group, I'm guessing. It irritated me that paying on time was still punished to the tune of about $36/year when I made my payments. I guess my alternative was to mail a payment, and that wasn't happening.
I would go with them Direct Energy again if they had a plan I liked when I was shopping for electricity. They gave me an overall good experience. ”
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Over all direct energy is fine, but don't select online billing only, you can't read
your bill so select both online and paper bill.. ”
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For your sanity, do not establish service with Direct Energy if you don't have to. Like myself and the others, we have warned you. The amount of complaints is out of this world, my goodness.
For the past year, I have asked for a due date change. I've only had one issue with a payment, but that's it I didn't update my banking before the due date, and that was my error. Every time I ask for a due date change, they tell me my account isn't eligible for a change. I've been with them for several years and have, NEVER, asked to change my due date. For a year, you've been telling me my account isn't eligible. When speaking to an agent this evening, she said it wasn't eligible because I did not have to pay a deposit. Excuse me, but I can't change the due date because I didn't pay a deposit, one your company did not require. That's something I'm being penalized for? Interesting.
Believe it or not, I like the plan I have, most electricity companies are not offering free weekends I've been shopping plans, lately. My issue is with the additional late fees (again, not able to change the due date) they tag on, a late fee w/ a disconnect fee. Because I haven't been able to change my due date, it's like I'm paying $50 additional, each month. When I pay my original bill without including the late fees, they will show my bill as not being paid in full and will issue a disconnection fee for the late fees.
I feel I'm due a credit, stemming back from my first request to change my due date, to the last request. Credit all additional fees. Per Direct Energy's customer information, even without paying a deposit, the due date can still be changed but that was the reason I was given, for it not being eligible for a change.
At this point, I filed a complaint with the BBB. I have to give them time to respond and resolve this issue, if not, I will file additional complaints with PUCT (Public Utility Commission), AG, and possibly seek legal counsel.
This is crazy! ”
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I used to have Direct Energy, but decided to switch when I moved.
When I called to tell them I was moving and switching companies, they asked if I wanted to pay my last bill over the phone. I didn't have my bank account information at the time so I told them I would just pay online. The rep kept asking me over and over again, until I started to get annoyed.
Then I started to get calls asking to pay the bill, WAY BEFORE THE DUE DATE. They said it's a courtesy call.
Then after I paid the bill, they called me still to tell me to pay the bill. I had to tell them I already did.
I was a good customer, never behind on paying, so they should not have had to harass me. ”
“ A double payment was made on 8/25. I called that morning explained I needed one cancelled it was an accident I have rent due. Associate said I can't it has to go one bill that is not due yet. Talked to supervisor she says she fixed it. No money call back associate says it went to bill and there are no notes from supervisor. Talked to another supervisor ok I fixed it. Look on my account says future bill was paid. No notes from that supervisor either. Needless to say now refund did not even go in effect till the 1st of September and they are still saying 10 days. I Want my Money and I want you to pay my late fees. Immediately. ”
“ I decided to terminate my DE service because there was lack of details/transparency in my statement. Unfortunately, after I switched my service provider, DE made another error in my last bill and overcharged me again. I can only contact DE through online chatting and the representative did her best in assisting me, which was good. However, it will take 1-2 billing cycle(s) to correct the error and their system can not even generate a ticket/tracking number for me to follow up. I believe such treatment is below industry standard and DE really needs to improve in this area to serve their customers better. ”
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Our electric bill more than doubled and for months we soul-searched to determine what we were doing to use so much power. Then I went online and looked at the rate we were paying vs. NYSEGs rate at the same time. We were regularly paying DE as much as 3X NYSEGs rate. So we switched back yesterday.
After speaking with NYSEG, we learned that DE lured us away from NYSEG a year ago or so into a slightly cheaper fixed-rate plan with a fixed term. We took the bait! Then when that term was up we were put on a sky-high variable rate. Had we stuck with NYSEGs low (and regulated) variable rate we woul have saved hundreds! ”
“ Your online chat, Michael C.,was very helpful. I believe he was the same rep I chatted with last time. ”
“ My contract was up with direct energy and I decided not to renew. They have been calling me non stop for two months. I block the number and they call from another number. I cannot get them to stop calling. ”
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Billing is very sketchy
No help from customer service on billing-4 calls with 4 different stories
Pay close attention to your billing-they will say a payment cancelled will be credited back from where it was paid from then tell you it was credited toward your next bill but with the adjustment line on your billing the numbers will never add up
Pay close attention to your bill and always check the adjustments line above your current balance
For this reason I WOULD NOT recommend this service ”
“ I have a fixed rate, so there is nothing to say except that the customer service is poor. Unlike the phone agents who refuse to accept complaints regarding it, the chat agents are eager to get you off the line. This will enable them to enjoy the remainder of their evening at home. They offer excellent rates. The answer is yes, but there is more to it than that. ”
“ Tried to sign up with PHONE# THIER WEB PAGE COULDN'T F0INE ME ALTHOUGH I'VE BEEN CUSTOMER FOR YEARS COULDNT LOCATE USEING CUST # EVEN METER NO DIDNT WORK CHAT DIDNT WORK FINALLY WELL U KNOW 2HOURS LATTER ”
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