“ I am dropping them after 5 years due to lack of customer service! I tried calling and using their on line account management sys several times to set up direct draft, and it still doesn't work. Then when I logged in again they said my service was being disconnected and I had been sent a disconnect notice. I had not received any such notice. I called to talk to a rep and they said their system had a problem and then hung up on me. I thought the cable industry was bad, but their customer service is worse. I haven't shopped rates yet, but I have filed a complaint with the PUC and will read reviews about customer service before getting stuck with another company like this. Buyer Beware! ”
“
i didn't start having trouble with them until one day my energy was cut off without notice. they have an option online where you can choose how to be contacted when you balance is due. i never got a message!!! my energy was just cut off and im a stay at home mom that does not always have a car available to her.
so im here pissed off and trying to figure out a way to pay the light with no car and a dying phone.
CUSTOMER SERVICE??????? they dont know what that is!
WEBSITE???? piece of crap and not at all helpful. logging in and making payments have never been more difficult!
PAY OVER THE PHONE???? almost took over thirty minutes! i have not idea what was going on with their automated payment service but it kept repeating itself or hanging up.
i tried talking to A REAL PERSON but when i finally got through she told me she had to transfer me. WTF? cant you just take my payment over the phone?? i got transfered put on hold and then i was hung up on.
dont waste your time!!! i will be switching after this month. ”
“ Direct Energy uses an online billing and customer system that appears to have been developed in the 90's. It is cumbersome, inefficient and failed multiple times to accept my credit card change. Then, the system failed to correctly credit my account for my manually-input payment, even though they sent me an email confirmation of the payment. They finally sent me a letter asking for payment for the same invoice they had already confirmed payment for. The letter included a threat to disconnect service on October 19, and although the letter was dated October 2, I did not receive it until October 17. I could not deal with the disaster of customer service and poor billing and payment systems any more and switched to Bounce Energy. ”
“ WOULD NOT WORK WITH ME TO GET A LOWER RATE AS I WAS TRAPPED IN CONTRACT WITH NO FLEXIBILITY. SERVICE REP NOR SUPERVISOR WOULD NOT LET ME SPEAK TO THE RETENTION DEPT TO KEEP ME AS A CUSTOMER. PAYMENT SITE DOWN MANY TIMES. ”
“ Bryant Peterson, Mekhi baker, and everyone else thats been there for awhile, they lie to the customers. They point out the 11 cents on the electric bill even if they already have a supplier on the bill at a lower rate. They need to be inspected, reviewed. I used to work there. They say whatever to the customer to get in the door and see their bill. They are far from compliance. ”
“ My contract expired and they didnt feel the need to contact me in any way, no text, no email, no call. They constantly text me when my bill is available or do but never sent a renewal contract. They just switched my plan without my knowledge and started charging me 20% more than before. It is a shady business practice and only a short term gain but now has lost them a customer for life. Why practice business that way? Its unnacceptable to treat customers that way. I immediately switched to a different company and wont be back ”
“
The rates they advertise are not the rates they charge. I signed up for 17.2 cents/kWh with free nights (9pm to 9am), but what they really charge me is 26.3893 cents/kWh. The customer service they offer is absolutely terrible, as well. I honestly think that they think their customers are stupid. I'm no genius, but I do have a bachelor's degree and can do basic math, and their explanation doesn't add up. I've gotten differing convoluted explanations from separate reps trying to explain my bill, but I can tell they are just lying to me and hoping I'll go away. Bottom line, they do not give you the rate they advertise, and when you call to complain and seek and explanation, all you get from their reps is "I can see how that would be frustrating".
Don't use this company. ”
“ My account set up had an error and I called 5 times prior to switch date. No one knew what to do and was told the switch would be fine. Ended up without power all day and had call my old company to fix it. 100% not worth saving a few bucks. ”
“ I signed up for Direct Energy online and called to confirm the rate. My account at my distribution company was changed in 4 days. When I received the Direct Energy confirmation in the mail my rate was 1 cent higher. I called and immediately cancelled the Direct Energy plan. They were my supplier for 4 days. I immediately got a new generator and it took my distribution company a week to add the new company. Dont trust them, they lie about their rates. ”
“ They billed me for an early cancellation fee that I shouldn't of been charged for. Now they are harassing me to pay even though my bill says $0.00. Do not go with this company. ”
“ I have had direct energy for years and every time it came time for a renewal rate was more than a new customer. No loyalty whatsoever towards the customer. This last episode was the last straw. I am one year into a 36 month contract and am moving. Since I will get a new account number because it is a new build direct energy has told me I would have to enroll again as a new customer and they would not transfer my current rate.terrible the way they treat existing customers.I will never use them again nor would I recommend them to anyone ”
“ I have had direct energy for years and every time it came time for a renewal rate was more than a new customer. No loyalty whatsoever towards the customer. This last episode was the last straw. I am one year into a 36 month contract and am moving. Since I will get a new account number because it is a new build direct energy has told me I would have to enroll again as a new customer and they would not transfer my current rate.terrible the way they treat existing customers.I will never use them again nor would I recommend them to anyone ”
“ My patience is gone. I have been told so many different things regarding receiving my promotion. I will be leaving as soon as the contract is up and will never reccomend. ”
“ I chose this company, because I've had them in the past. I was due to move into an apartment, but did not move in because of cockroaches, so I called direct energy and canceled my service before it was even due to start.I was assured that the order was canceled, and there would be zero fees associated with it.Upon signing into my online account, it has always appeared that they did start service and did not cancel the order.I have spoken to a dozen people, who have all told me that the above is true, that it was cancelled.This morning I get an email stating I owe them $5.97 for 3 Days of service.All of the following people assured me my account was never even started...Elder, Eddie, another woman I couldn't understand her name because she couldn't speak English very well, Maria, Yara, Raquel, Luis, Marshall, Jose, Carlos, and Teel. I was even asked to give my entire social security number on more than one occasion, because no one can seem to find my account now.Accountability needs to be had with people that tell you they're going to do something, and then do not.I have excellent credit, and it's stuff like this that is very irritating. Not only have I spent many hours of my life on something that should have been handled right the first time, now I get it bill for an account that doesn't even exist?I wanted to use this company for an upcoming apartment I am looking at, and I am second-guessing that right now.Teel, from the executive team, assured me she will fix this problem and get back to me.I will give it until tomorrow to see if she follows through. If not, I will call the Houston chronicle which they seem to take pride in being high on their list, and I will call the Better Business Bureau (if this is not resolved).I have been extremely patient, but enough is enough.In trying to sign into my online account, now it says they are working on things and you can't even sign in!If people would just do what they say the first time, and have the integrity to do what they say they're going to do, things like this would not have to happen.I've also been told many times that I was talking to a supervisor, just to find out they were not a supervisor!I want the situation resolved immediately with direct energy, I was always a loyal customer who paid my bills on time, and I have referred them to many people.All I want is for someone to fix my account showing that it never started, that I did cancel in a timely manner, and that my fees are $0.This is just not acceptable and has become so stressful, and it ought not to be.Hopefully, Teel will be able to resolve this issue. ”
“ We have been customers with Direct Energy for a number of years, at first the bills were acceptable, even though I noticed that they were continuously increasing.I understand that the energy consumption changes and as of late living expenses have increased quite a lot. However, the last bill we received was for an unacceptable amount by any standard. I called customer service to understand what was going on, they told me that they had sent me a communication to renew the contract, and I never had any issues in the past with this. However, this time I did not receive any notice, I was receiving the bills regularly and also paying them regularly. The bill went up by nearly $200, in addition, the fees applied for electricity were much higher than usual. I spoke to customer service and they were not helpful at all, they just said they would deduct $50 from my bill and they could give me a slightly lower rate per kw. I was told that I would be contacted by a supervisor to see what could be done, and of course, that never happened.I did some research online and also contacted friends with different energy providers and found that I was paying way much more for energy by comparison.I switched provider right away, Direct Energy has one of the highest rates with absolutely no difference in service compared to some providers with lower rates.You just need to do some research and verify which energy companies have good rates and good reviews, it takes some time but it will save you money.At this point, I would definitely not recommend Direct Energy. ”
“ I started with Direct energy back in February 2020 everything was going great on their average billing plan my payments electricity range about $176 per month at $.10 per kilowatt no problem from January up until May they called me and said they would adjust my bill to nine cents per kilowatt I said thats fineWhat they did not tell me was on a average billing plan for April might be it was $176 when they took the average billing plan off they went back three months and try to charge me $690 for 1500 kW for April I caught him an ally the person I dealt with was named Francisco they easily shift it there lies From one person to the other I talk to a supervisor in Charles he could not resolve the situation and still wanted me to pay the $176 for this month and tried to extort me out of another $400 this company is bad they have several lawsuits against them for fraudulent power service they should be out of business Rundo not use them I switched immediately! ”
“ As a customer, I truly am not satisfied with this energy provider. Disappointed is the only word that comes to mind. Customer satisfaction is not a priority for this company from my experience. By next month I will be switching providers. ”
“ I had been a Direct Energy Customer for 2 years and had referred my friends to their service as well. Leading up to our first renewal on Oct 5, 2019 I called to renew my plan and spoke with Customer Service to get the best rate. I was not told there was a 20 day period before my contract renewed so instead of my new 12 month contract expiration date being Oct 5, 2020, it was now going to be Oct 24, 2020. This was not told to me, nor was it advertised in their renewal offers via email. Because of this, I was unaware the expiration had changed. When it came time for our plan to end this year, I decided to switch providers because we were not saving money with Direct Energy anymore. Unfortunately I didn't realize that our expiration date had changed so I actually accidently cancelled our plan when I switched to the new provider. Then I was hit with a $135 cancellation fee! I called to inquire about this and they were not able to do anything for me on this, they refused to work with me on a solution even though I did not intentionally cancel my service and I only cancelled in 19 days before the end of 12 month period. I am very disappointed that they could not understand my side, that it was a miscommunication and misunderstanding that led to my cancellation. I wish they could have me me halfway in any way, especially because $135 is a lot of money to me right now as I am sure it is to a lot of people. ”
“ Get off this scam ASAP, just switch to RGE ”
“ Direct energy looks real nice until you find ALL of the hidden fees. Now stuck in a contract with no way out. Don't fall for their "deals" ”
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