Direct Energy - Company Information

“  No courtesy call to let us know that our electricity was being turned off. Our credit card on file was replaced by our bank after the number was fraudulently used. We forgot to update it and with no notice from Direct Energy our electricity was turned off. First time user & when our current contact expires, we will never use them again. ”

“  After the sales guy left my driveway, I realized that he lied to me the entire time and tricked me into filling out the application with all the answers he wanted. He had an excuse for every question. Saying things like "You can't see the contract without completing the application anyway because it has to be emailed, and we don't want to waste paper, so say yes that I showed you a contract " and, "The pandemic is why they ask if I left the house yet, but they really mean am I outside of the building." I'm cancelling because when he finally emailed me the EFL it was nothing like he said it would be and worse than my current electricity company (7 cents per KWH was what I was told). Honesty and trust is completely lost. ”

“  I shifted my gas and electric in this company because i met the custoer service rep during their launching of promotions of 1 month free bills and less rate. i want to warn consumer that it was a complete lie and front only. Also the charge is a way higher and incomprehensible. Pls dont consider this company ever. ”

“  Worst company ”

“  I am actually on hold now (5:34pm, Houston, TX). Jorge is the representative who is providing poor customer service. I questioned why our new rate (according to an email I received today) does not start until 8/14 (our old plan expired on 7/31- so one would think that the new plan should have started on 8/1, right?). He offered no apology, just restated what I just told him. Not to mention he asked me what my name was when I just told him as soon as we started talking! Clearly, he cannot think logically, and is only going off his usual script and routine. When I asked again why exactly we, as the customer, are not informed that the new rate does not start as soon as the old contract ends, he again told me "it starts when they do the next reading." Again, this does not answer my question! I even mentioned how the first thing he should have done to provide good customer service is to at least offer an apology for the lack of communication and to best represent the company he is working for, but yet he still refused to! I asked to speak with a manager and he out me on hold. Now I am holding on w for 20 minutes and still going-- clearly he just put me in hold without telling a manager that I asked to speak with them! Clearly an dishonest employee who dies not belong in a customer service role! Knows nothing about service recovery! My husband and I will never use direct Energy again, and I will make sure my family and friends do not, as well! I demand for a supervisor to call me and make this right!!! ”

“  This company is the worst service provider I have ever experienced. People should stay away from this company. ”

“  Do you have salesman to come to sign you up. Because last evening a young man came with no ID, but and I pad with direct energy logo on it and I signed up after I got a call and answered questions to confer that I was the person on the bill. I was not on my Ps and Qs. Please tell me I was not scammed? ”

“  To start off my story , my son going back to Tarleton for the 2020 fall. Since he's living off campus, I was getting prices on electricity rates , my first call was Direct electricity, all I wanted to know how much a kilowatt was and plans, well let me tell you the young man that answer was so rude and obnoxious , Well not to argue. I calmy hang up. Scratched them off my list, ever since they been trying to contact me. Sorry direct energy were taking are business somewhere else. College parents do your research on electricity company, TXU energy was our choice. There customer service was beyond exceptional, answered all my questions with out any attitude. ”

“  Using this energy company was a complete NIGHTMARE. Buyer beware.. They were charging me $300 a month and I live in an apartment. If you pay your bill the day it is due, they will not post the payment for 2 days causing you to the go past due so they can tack on fees and shut your electricity off even tho you've paid and then charge a reconnection fee. Customer service was a nightmare and will not work worth you and speaking with a supervisor was a joke. I could not wait to get out from under Direct Energy and have since been using another company that I am completely happy with. Direct Energy should be shut down for bad business practices... ”

“  This was one of the most frustrating experiences I have ever had in regards to dealing with a utilities provider. It began when I tried to sign a 4 month contract for electricity from their website. The website could not process the order and I was given a phone call from a representative shortly afterwards. I had a very hard time understanding the rep. Just before the last confirmation to complete the order was given, I asked if the contract I was signing was the 4 month contract. It turns out the rep. was trying to get me to sign a 15 month contract, even though I never stated that I needed electricity for 15 months. The rep. ASSUMED I would be okay with signing a 15 month contract when I initially signed for a 4 month contract. After trying to explain that I only needed 4 months of electricity because, that's how long I was going to be leasing my new apartment, the rep. continued to attempt to convince me the 15 month plan would be better. I ended the phone call, letting her know that I would try the website again. Later I signed up for month to month electricity from their website, but was never given an email confirmation. I called that Monday asking why I was not given an email confirmation and was told that it was because I had signed up for the plan on the weekend and that it would take a couple of days for the email with my account information to be sent out. I was also given confirmation that the order for the electricity was approved and that the electricity would be installed on the required date. ( I needed the electricity installed a very particular date because the apartment complex I was moving into required the electricity to be installed before I could move in. The day before I planned on moving into my new apartment, I gave Direct Energy another call to make sure that the electricity was going to be installed so that I could move into my apartment. I was given complete confirmation from a customer service representative that the electricity was approved to be installed on the requested date and I was also given my account number. I later tried to sign in to my account with my account number, only to find the account number was for a completely different person. I called back and was told by the same rep. that gave me the account number that I was not going to have an account with the company because I was on the month to month plan. This was fine as long as the electricity was going to be installed on the requested date. The day of move in, I called Direct Energy asking for the email confirmation with the confirmed date and address for the installation and was told that my order HAD NEVER BEEN PROCESSED. After having 2 confirmations that the electricity was going to be installed, I was being told that it was never installed. They suggested that I try to order electricity from their website again so that they could install the electricity that same day, but when I went went through the order process on their website, it could not process the order as before. It was then that I decided to go with Champion Energy and was able to have electricity scheduled to be installed that very day within minutes. In conclusion, it was a very stressful and frustrating experience dealing with Direct Energy and I hope I never go through it again. ”

“  The worse company ever!!!!! I called them, let them know I want to have my contract starts next month with them , I told the agent like 5 times !!!!!!! What they did? They just started the same Day I called. It left me with the cancellation fee with my own provider. I called back DE! Guess what? It went on answering coz they do not have 24/7 customer service. Then I called my own provider and make my new contract with them and let them know how stupid is DE.
The other day, I only wanted to give them another chance so I direct DE here on FB and let them know do not sent me any sort of welcome package. They told me disregard it please. And guess what happened yesterday, they sent me a bill
Can't believe they are this much mess ”

“  I have been stupid to be with them for so many years. When I realized that my electric bills have been charge triple, I call to cancel but I still have to wait for 2 more billing cycles. Stay away. ”

“  Direct Energy is charging me $.93/ccf. Since realizing this I've set my account to cancel. Of course, in their favor, it takes 1 to 2 billing cycles to actually cancel. In the meantime they have declined to reduce my rate from this astronomical charge. The rate of my new supplier is $.21/ccf. Lesson learned. Never switch to these crooks! ”

“  My gas rate DOUBLED from January to February. I called to ask why and they said that my fixed rate plan ended and I was on a variable rate. Also, they would not do anything about it because I decided to switch to another supplier. I can understand a rate increase, but doubling the rate is clearly an attempt to gouge money from me because I decided to change suppliers. Criminal. ”

“  No sign of them on my bill yet ”

“  I was a direct energy customer for about 2 years, in which i closed my account in great standing not owing any balances. I wanted to use direct energy again for my electric provider, so i reached out to them. Of course the did the total new customer setup with running your SSN, for a soft credit check. The customer service rep, set me up with service gave me the same account number that i previously had and told me when me service would be active. A few days after i received a call that i owed more money. So with all this said, STAY AWAY FROM DIRECT ENERGY. Customer service is rude and unaware of correct information. They tried to hold me accountable for a bill that i paid in full. ”

“  They were fine until the contract was up. Decided not to renew when I realized customer service was in South America. When I got my last bill with them they put the energy charge way up. It increase about one third. ”

“  I am a former direct energy rep. I used to work for a company called Trust Energy 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 couldn't 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. ”

“  The reps hang up in your face. I mean it's like it's a practice for this company. It is crazy. All of them have created a habit of just hanging up in your face. ”

“  Over 30 minutes hold time to speak with customer service and they do not offer recommendations for issue resolution!
On line bill pay account is always locked and unable to process or submit payment! ”