“ I am disabled vet. I was in the hospital for for heart issues, called customer service in June 2021 cause had disconnect notice. Rep said don't worry your power due to covet would not be turned off until July. 23. Got disconnect notice for July 7th, called customers service they stated listening to call after being on phone for over an hour and they said rep never said that, I might be old but I know the conversation I had with rep last month. All calls are routed out of the US so they don't hardly understand English, I have heart issues and have to have power and begged the rep just for 2 more weeks and I was denied. DO NOT DO BUSINESS WITH COMPANY!!!! ”
“ They sent a sales person to my house at 9pm saying they were with my energy company and needed to see my energy bills to ensure that I was being charged correctly. I should have seen through this, but it was late and I was tired. When trying to cancel my account they hung up on me and screened my calls. Horrible company full of sneaky people, never do business with them. ”
“ I had been with Direct Energy for years and no issues. One year I missed the renewal and they doubled my gas rate. I called to have it switched back to the fixed rate. They indicated it could not be switched for a minimum of 60 days. They offered to provide me with a $75 dollar gift card but I never received the gift card. Their rate is high and it is not easy to get out of the contract without paying in excess. The customer service support team was lacking in knowledge and not helpful. Very dissatisfied with their overall service. ”
“
Sold my condo,notified D.E. On my last cheque that it was sold and this was my last payment. The new owner waited 2 weeks to establish an account. You bill me for the 2 weeks. I send you lawyers documents stating completion date of sale. You continue demand me to pay someone elses bill and now put the amount out to collection for $32.
Its not the money stupid, its the principle. I have made every effort to get this straight here and am faced with a wall of collective incompetence on your part.
Do something here to improve your 2 star rating. ”
“ I've had service with them for some time, am paperless so I basically never see a bill and paid them on time during the duration. Just logged in to pay my bill like I usually do and found the bill to be $100 more than it usually was. When I called them, I was told that the rate I was under expired and the only thing they would do is offer me a $25 credit. The person I takes to told me that was "all the power she had" . I told her to please let the people that have power know that they just lost me as a customer. BYE! ”
“ When I signed up with them I asked if they had a fee for delivery of electric they said no. I get my first bill and my bill was $160 the delivery fee for the energy was another $160 so that made my bill a total of $320. I moved had to cancel service and use co op electric. I asked for a credit letter to be faxed over so I could get my power on immediately and i was told it takes them 7 -10 business days to fax a paper! Seriously? I had 2 accounts with them and never been late and they couldn't fax a paper! I had to pay a $400 deposit because they didn't fax the paper. ”
“ I was on a fixed rate plan for my house with Direct Energy. When the fixed rate contract ended I did not sign up for another fixed rate contract and was automatically shifted to market rate pricing. Over time their "Market Rate" has crept higher and higher each month. My shop, an couple hundred yards from the house, is on a market rate plan with Ambit New York. The rate charged on my February bill from Ambit is .05902. The rate from Direct Energy is .174487. Nearly 3 times higher! So, what is the true market price? Is Ambit selling power at less than market value? I doubt it. ”
“ They continuelessly call my number after warning harassment!!!! ”
“ The internet offered a fixed cost and when I received my welcome package 3 weeks later it was another price over 2000 kilowatt . I even called Direct Energy customer service to confirm fixed pricing before committing to my contract and they confirmed my fixed price . I cancelled my service and sent a email with a copy of what they advertised on the Internet . They apologized and did not charge me their cancelation charge of $150.00, but I received a very expensive bill for their bate & switch. ”
“ This has been the worst experience ever with the electric company and I had to file a complaint with the Public Utility Commission of Texas to even get an answer. Been living here for 2 months with electricity and even got a bill for a $150 deposit. But all the sudden we got shut off May 1st after we payed $300.00 March 6th then $150 April 17th. They said as of March 8th this meter was on a switch hold so we had to fax them proof we just moved in here on March 16th. At this time we was told it will take 24-48 hrs once fax was received. We waited and STILL at this very moment (5 days have pasted) we have no electricity but on May 1st at around 7:00 pm they confirmed they got the fax... Every time I called all they could say "we emailed our back office and are waiting for them to send back a response". Then when I would check up on it after a few hours they would repeat the same stuff. They say they have no other means of communication to this "back office" other than an email. For 5 days of begging, crying, and pleading with them still nothing. And when I ask them how have we had electricity for 2 months they cant tell me how cuz they don't know, but yet my meter is on a lock down due tempering as of March 8th.Today I finally got someone from there to call me back after I filed a complaint on them today just to tell me the paperwork I sent wasn't matching the county records? Well no shit we go through a "RENTAL" agency. They can't seem to understand that this is our "LANDLORDS" the people we pay rent to.... I would love to just switch company's but I need a deposit to get set up with someone else.... Direct Energy has my $450.00 ... In order to get that money back I would have to wait 4-6 weeks? I finally got them to call my Realtor so they can explain. ... I mean hell I have only told them 20 times to call the phone number on the cover sheet from the fax where it says "If there are and problems please call this number (***)***-****". I will be switching if I do ever get my electricity turned back on......... its 4:21 pm May 6th still am waiting.....ugh... ”
“ In the fall of 2012 I renewed my contract with Diret Energy and was so foolish as to believe the would actually send a Visa Gift Card for that renewal. It was promised in 3-10 weeks. Now, 4 months later I am still waiting. They say some time in the future I will get one; but, I do not belueve it! ”
“
This company bumped my install date by 8 days, so I had no power to
cook during Thanksgiving of 2010, and they couldn't even be bothered
to tell me. Their customer service department is rude, and the highest
level, the Office of the President is either incompetent or evil
I've had to escalate 2 issues to the Office of the President, and on the
second issue (asking them to add 5 words to the bill), have waited for 3
months and received no answer as to whether or not they were even
considering it.
Their autodialer system calls me and hangs up on me at least twice a
week. Managers and supervisors in Customer Service have hung up on
me, and even refused to speak with me.
I chose Direct Energy because their rates were the lowest fixed rate I
could find at the time ($.10 /kWh), but they are undercut ($.09) by
over a dozen different fixed rate plans today.
If I had a time machine, I would go back in time and save the world from
Direct Energy - there is no better use of time travel. -G ”
“
My mother in law recently passed away, so in the process of cancelling service Direct Energy demanded a Power of Attorney and copy of the Death Certificate in order to cancel the power. Of all the service companies I have dealth with none have required a Power of Attorney to cancel the service. What does a dead person need with power, it is just common sense.
I would never do business with these people. ”
“ While Direct Energy's rate was reasonable and I didn't have too many problems with what I paid per month, my main issue arose from their lack of customer service. I was set up on auto pay on my credit card, which allowed me to pay on time EVERY TIME for 7 or 8 months. GREAT! One less thing to worry about. Then, as my credit card was expiring and I got a new one, I proactively updated my credit card info, however, it kicked me off of auto pay, which I didn't know. So, their reps started calling me at 7:00 am. Yes, 7:00AM! In the MORNING! Finally i answered, told them I was on auto pay and just to run my card for the balance. YOU HAVE MY INFO! RUN IT!. The Rep refused because it wasn't the card set up originally on auto pay & said I had to pay by money order. I said, "Uh... Nope." Run my card if you want my money. She replied, "Well, We Just Gonna Turn Yo Powa Off!" - I replied - "Don't bother, I am switching today". Adios, Direct Energy, go play basketball with the Rockets or something. ”
“
Switched to DE after I was promised that they're cheaper and better than my previous provider.
Well, they are not! Those scammers charge more than DOUBLE as ANY other provider.
Their customer service is ridiculous and unprofessional!
Any time I go to Walmart and see people signing up for this company I tell them how I was screwed over and they cancel on the spot. I will do this EVERY time and I wont stop to educate others about this Scammer-Company.
They should be shut down immediately. ”
“
When DE's cost per KWH exceeded the local West Penn Power cost, we decided check on our contract. I called the DE office and spoke with a representative, and after reviewing the options concluded we would not renew.
However, our subsequent bill contained a continuation of the DE charges at the "current" going rate, which was an increase of 64% above the initial contract. That's right: a 64% increase. When we called to stop DE service, the DE rep told us that they could not end service in "mid billing cycle," hence we needed to stay with them for another month at the absurdly inflated price. However, we then spoke with a West Penn Power representative who told us that we did NOT need to stay with DE, given that we had no contract. She recommended calling DE back, reiterating that we have no contract, and inquiring about a termination fee. In a second call to DE, the same DE rep person was unable to connect us with a supervisor to attempt resolution.
So, who's right? West Penn Power, or a phone rep for Direct Energy? DE claims it has the right to end a contract at any time --but that appears to be a one-way ticket, usable only by the company. And one has to wonder, how can billing (a simple IT task) not be stopped at any time, mid-cycle or not?
If the mother ship (West Penn Power) says that a customer does not need to continue service with DE without having a contract, that seems like a policy that every subsidiary should honor. DE apparently does not reflect the customer service level that WPP assumes it does.
If you go with one of DE's plans, be sure to keep track of every bill and every notice, don't hesitate to shop around for better deals, and be sure you don't get shorted by the tiny print if you decide to end service. Theirs is not the only game in town. ”
“ Direct energy is the worst company I have ever experienced!!! Their customer service includes long wait times, rude reps, people who are hard to understand and it is hard for them to understand what you may be talking about. If you want someone higher than a manager, forget that they will never let you talk to one. I had a rep come to my door and list a certain price but it was a lie. They charged me a higher price and never fixed it. I decided to go to a different energy company. Direct energy is now making me pay a full cancellation fee even though I was lied to about the price. This company does not care about its customers. You will be charged so much money that it is ridiculous. ”
“ Highly upset with Direct Energy! After being a loyal customer for 9 years you would think they would do everything possible to keep you as a customer for another 9 years... I have never missed or paid late, however, for some reason my payment did not go through in August. Direct energy did not make me aware of this. I log into my account in September and i am in disbelief on the amount amount owed. I contact them directly and come to find out, i submitted a payment with an old debit card on file. Ok, i get it, my mistake. They set me up on a payment plan for an additional $84 per month and i should be caught up in February of 2025. Well, i logged into my account for November and my bill came out to $504. After all the years i have been with Direct Energy i have never received a bill so high. So again, i call them and the person i spoke with informed me that she has reversed a late fee notice and to submit a payment in the amount of $454. I submitted my payment and now my power is off because they stated she was not authorized to remove the fee and i did a partial payment. I informed them that i only submitted the payment they required me to submit. I liked having direct energy, obviously, i have been with Direct Energy for 9 years, however, they have lost a loyal customer! ”
“ Terrible charging me double would not reimburse me by bill was so high for the last year2024. No one contacted me to say my lock in had expired. Bad bad company ”
“ Spent a few weeks trying to switch to them. Back and forth between them and Eversource. Got my bill and I still have Eversource, not CT energy. What gives? ”
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