“ I was called on a Saturday morning about changing my electric provider. I told the young man that I thought I was on a contract with TXU and would not have access to the information to confirm until Monday. He insisted that I give him all my information so he could get everything set for me to agree on Monday to switching. He even told me that Direct Energy would cover any cancellation fees from TXU. We discussed several times in the course of the conversation that I was not agreeing to this change today. Monday morning I got an email thanking me for switching to Direct Energy. I got on the phone and started telling my story. I was told my service would be transferred back to TXU. I filed a complaint against the sales rep and was told I would not be charged for any changes. I have everything straight with TXU, but I am still getting a bill from Direct Energy. I did convince them to stop calling me (5 times one day) and that I didn't owe them anything. I thought it was over and today there is a bill in the mailbox! If you are thinking about changing over, I hope you read these reviews and save yourself some grief. ”
“ They started out great, then after 6 months to a year we realized they switched us to a variable rate plan when our bill was ridiculously high in the winter without having used the heat at all. We called and had them change it, but in 6 months they did it again. Not only that, but we have not been able to access our online account for the past 8 months, supposedly due to "website difficulties". When we have called, they say they have to transfer us, but conveniently that office is always closed or busy or it just hangs up on you automatically. They sure don't have a problem charging you late fees even when you literally can't sign up for auto payments. So done with this company. ”
“ Expiration date changed on card being used for auto payments. Received notice for late payment. Made payment and changed information. They were unable to get automatic payments to work from that point. Talked to customer service. They were nice but had no explanation and had to go back to paper payments. Very inefficient company in my opinion. ”
“ My bill was over $300 for a one bed room 730 feet apartment. They could not explain the bill to me at all. So now I just recieve another bill for $125. How my air is cut off all day and I was out of town for a couple of days and my bill was $179. When I called and ask them how did I get such a high bill. She said we average ove the last 3 months. Hey woman I was off for the summer and now I'm traveling around so why would you average my bill especially if Im using less energy. Truth is that they have to make some money off of you so they set an amount to charge you evry month. ”
“ I was with Direct Energy for about a year. I called about the last bill to no vail until I got a call from the collection agency because Direct Energy sent the bill to them first!!!! I ended up having to pay more without any acknowledgment that they had FAILED to let me know first that I had a bill to pay. They said they had sent a letter to me but they HAD NOT ever. There's no apology and nothing else from the company since then. They just shuffle you off to the collectors before giving you a chance to pay. As a matter of fact, you wouldn't know you owed them anything until a call from the collectors!!! This is a SCAM!! ”
“ They ask for a deposit and then refuse to return it and instead credit it to your account sounds ok right? wrong they jack up your monthly bill so they can take all of your deposit they are crooks. Direct Energy more like Direct Cheats ”
“ Direct Energy is one of those ignorant and/or incompetent REPs that was erroneously charging city sales taxes to its customers who lived outside of the Houston city limits. When this error was brought to Direct Energy's attention, there response was to tell its customers that they would have to file for a refund of the erroneous charges with the State themselves! Absolutely ludicrous and terrible customer service. You would be well advised to look elsewhere for your residential electricity needs. ”
“
September 2008, had my highest energy bill from this company. My electricity was off for 10 days due to Ike. My bill was over $1200.00 and they reviewed it and said it was right! Then this summer my bill was the same down to the penny for three months. Once again very high almost 600.00 and they said they were reading my meter each month and it was exactly the same down to the penny! They LIE - They Cheat!
Pass them BY!!! ”
“ 20 years of service this is by far the worst experience I have ever had. Without any warning they raised my rate when they were in trouble and would not answer the phone for DAYS so that I could stop the auto payment they had set up on my account, and there is no way to change this online on my account. I understand a variable rate but going from $118 the month before to the most allowed by law to charge the next 2 months without any call or warning is just their way of lining their pockets under the right circumstances knowing that someone on a fixed income may not be able to cover a bill for over $425 a month for 2 months straight. I feel as though I have been robbed and switched immediately! This is not the way to treat any customer in any type of company! ”
“ Direct Energy lost my October and Novermber payments. The checks were cashed but not credit applied to my account. After countless calls and over 8 hours on the phone with them, they still cannot get the information to confirm payments even though I have faxed proof of payment FOUR times to them. DO NOT use this company -they are totally disorganized. They have a fax department, an email department, a payment tracking department, a collection departemtn and a customer solutions department. None of whom can or do speak with the others so there is no way anything can be achieved. ”
“ We terminated service with them at the end of October for them to bill us through November. I had three total conversations with them and finally a supervisor came on the line asking for the name of the rep I talked to when I disconnected service. I told her I didn't have the information and didn't realize I needed to keep track of who I spoke to and when in order for them to do their job right to begin with. None the less, she wouldn't credit us back the 15 days of electric use. Ridiculous! Will never use again. ”
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A Direct Energy sales person (first name Cameron) is engaging in a scam ; promising upgrades to your house, rebates for cancellation fees from your existing service, extremely low rates and lying about other households switching. NONE OF THIS IS TRUE. He tells you that you have to switch to Direct Energy before he can proceed. He conveniently does not have any documentation with him. DO NOT BELIEVE THIS PERSON.
Michelle in Customer Service was very helpful and promised a call-back within 48 hours from an "investigative team member". When this person called, it was like talking to my cat - she had no clue as to what was going on and was of very little help. All she could do was to try to get us re-instated with our old provider.
My reccommendation is to steer very wide of Direct Energy. ”
“ A huge company like this can grow without using fraudulent marketing practices. My wife and I - after having been pressured at our door, in the winter, late, to show our bill, then listening to the scripted hard-sell on skyrocketing prices and the "fact" that all our neighbours were signing up for a "protected price" - will NEVER deal with them again and will at every opportunity share our views with friends, relatives and all strangers. Thumbs down on all counts. ”
“ This company has no mercy if you are behind and their rates are much higher than the norm. They seduce you in a contract and then cut you off at a drop of a hat. Do not ever sign a contract or get services from this company. ”
“ In June 2006, Direct Energy breached my contract with Commerce Energy be sending an e-mail to Commerce Energy and telling them I had chosen them--a complete lie. Then Direct Energy billed me over $700 for a month of so of service--at much higher kilowatt rate. To make matter worst, they sold the debt to a collector and it continues to affect my credit. I would like to know if Direct Energy did the same to other customers, breaching an existing contract with another electric provider. Any suggestions on taking legal action against Direct Energy for deceptive practices and billing? I have referred the complaint to Texas Utility Commission on more than one occasion. ”
“ DONT USE THIS COMPANY! TERRIBLE CUSTOMER SERVICE! I set up recurring pymnts with my credit card w/ CS until I could get my acct. set up w/ auto debit from my checking acct. this year. In the meantime my electricity was cut off. Apparently the CS agent had NOT set up my acct. w/ my credit card as I had directed nor had they put my auto debit from checking acct. in place which had been confirmed/faxed to them 15 days prior. No one took the time to investigate why my bill had not been paid. Their finance dept. admitted it was their oversight but treated me like I had made the mistake and were terribly rude and disrespectful. No one apologized for my inconvenience, no one made any efforts to make ammends or work to keep my business. ”
“
A door to door sales guy made a good case for me to switch. They had a lower rate at the time and promised to give me a gift card to cover my early out fee from my current provider. The gift card is to be for $250. However they make it really tricky to actually get the gift card. The terms require me to wait till I receive my 6th monthly bill and then I need to send a copy of that bill prior to its due date to a promotion company. The terms then state, "Failure to do so voids this offer without further notice."
Another issue I had was when I was a couple days late paying one of my bills. The bill had 2 prices, one for paying on time and another for paying late which added $5 bucks. I paid the higher one knowing it was going to be a couple days late. They sent me a notice via robot call to my cell. I called to see if they received my payment. They told me they did receive payment but had already put in a termination request that had to be cancelled for an additional fee of $25. ”
“ idiots did not transfer service and did not call me to tell me oncor canceled the order..... i asked for 5 day out transfer of service - the sales person said they would do it as move in and charge me 10.00fee for next day service - one wk later i called for date of new reading and the supervisor stated i had to open new service that would take 7 buisness days and i already placed and had a disconne`ct noice cause i did not pay my txu bill due to they would not do installments for me ( only did this cause i had secured new service with direct) This idiot supervisor said there was nothing she could do about my problem even though it was their mistake. ”
“ I called to have service activated and they where pleasant with getting my deposit but later the service was not switched no in my name. Contacted customer service and was told because they did not send the correct information the request was sent back I said ok let get it corrected so per customer service rep it was done. Well two months now have passed and I still don't have service in my name. Called customer service and was told my request was in the BACK OFFICE wherever that is so I said just cancel my request and refund my deposit. They told me that since there was no service provided the refund would go back on my debit card within 3 to 5 days now here it is 11 day later and no refund. I called customer service again and was told it would take 4 to 6 weeks I'm upset at this point and asked for the corporate number to file a complaint and when I called the corporate office stated I wanted to file a complaint the corporate office transfer me to customer service WOW!!! Now I understand attitude reflects leadership. This has been the worst service I never had and yes I said this correctly because I never got the service connected. I would advised DO NOT USE THIS SERVICE AT ALL!!!! WARNING ”
“ I have had so much trouble with this company. DO NOT sign up for E-Bill online. you will not get to talk to someone with out getting charged a fee. I was not able to log-in to view my bills. Everytime I tried to call someone to help, they said they would charge me a $5 fee to talk to them because I am a E-customer. They have all kinds of hidden fees, and it is SO hard to get anything resolved with anyone. Very deceptive and not good customer service at all. I got hung up on, we got our electricity turned off with out any notice. Such a pain! I would not reccomend this company to anyone. I would recomend that direct energy re-do their customer service. ”
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