ComplaintsforDirect Energy

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In August of 2023, we signed up with Direct Energy with a promise of * free months (May 2024 and May 2025) plus $** at the end of each contract year. On April **, 2024, my husband called just to confirm that the upcoming month was free. He was told that no plan or offer had ever existed and was instead offered a different plan with a better rate, which he agreed thinking of it as a compensation. However, later that day, I found an email confirming that the offer existed and it was given to us. So on that same day, April **, I called back and told them about it. Again, I was told no offer such as that existed but I was directed to forward them this email, which I did on the same day. Yesterday, May *, Direct Energy emailed us back confirming that the original plan we had did exist, but since it was cancelled, they will no longer honour the plan. This is completely unacceptable as it was only cancelled due to the false information given by the agent. As of today, May *, we are still waiting to hear back from Direct Energy regarding the matter.

  Customer response

  06/05/2024

  The account number is - ************

  Business response

  09/05/2024

  On 2023/***** the customer signed up for the * years dual fuel plan for gas and electricity. The plan included a promotion, where electricity and gas charges would be free in May 2024 and May 2025, only for retailer charges. Distributor and government charges must be paid by the customer. The customer contacted the call center on 2024****** to confirm about the free months. The agent made a mistake and informed to the customer that the plan did not exist and offered a new contract with better rates than the previous plan, which the customer accepted. The customer got in touch again, and it was found that the previous agent had made a mistake. The customer was informed that it would not be possible to have the promotion anymore as the plan had been switched for a new one with lower rates. The customer got in touch on 2024/***** and the agent escalated the case to enroll the customer back in the previous plan with the promotion. We spoke with the customer to offer to keep the plan with lower rates and have a one time $250 credit to cover the free months they wouldve gotten or to go back to the previous plan. The customer accepted the resolution and chose to keep the plan with lower rates and have a one time credit applied to the account.

• Initial Complaint

  29/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Late last year I signed up for a fixed fee account with ********************. When the company set up the service they closed the account I had and opened a new account. I had a credit of $******* on the original account. ******************** then sent me a statement for the old account and I bill on the new account. I called and asked for the credit to be applied to the bill. After a month I checked and my credit wasnt applied. I called and asked again. After a few weeks nothing was resolved. I then received a call from Direct Energy threatening to send me to collections. I explained the issue to someone else whom said they would fix the problem and nothing. I attempted one more time to resolve the problem but it seems they want to keep my credit.

  Business response

  01/05/2024

  After reviewing the two accounts the customer had ************ old one and newer one ************. The old account was ended for SEP *, 2023 because the customer went on a new fixed contract. The call center agent created a new account number of ************ for the new contract. Customer had a credit on her old account of ************ of $******* plus made one payment of $*** that made updated credit on that account of $*******. We had sent the refund out to the customer on DEC **, 2023. Customer sent a second payment of $*** to this old account number and we had it transferred to the new account as per customers request.  The new account number ************ did get the $*** applied to the account as requested and the customer also made  a payment of $****** to the same account number.Agents had created the requests for an investigation into the refund. One was still open and not completed. I had escalated the refund and it was generated on May *, 2024 for the amount of $*******, the customer should receive it in about **** days in the mail. I have spoken with the customer and provide her with the results and I confirmed the mailing address.

  Customer response

  01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  22/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March **** I called spoke to the company to set up a payment arrangement. They sent me a letter stating the first payment would be for $****** on April **th/2024 second being $****** on April **th/2024 and final payment being $****** on May ****/2024. I made a first payment on April ****/2024 for $******. Now they are threatening to cancel my services because I havent followed the payment arrangement. Which I have paper documents on hand stating the arrangements and bank statements stating the payment made.

  Business response

  23/04/2024

  On 2024/03***, the customer contacted ******************** requesting to create a payment plan for the past due balance of $******. The payment arrangement was set up for payments of $****** due on 2024/04/**, $****** due on 2024/04/**, and $****** due on 2024/05/**. The customer was informed that payments must be received on or before the due date to maintain the payment plan active. The customer was informed that they would also have to pay any new charges of new invoices before their due date. On 2024/03/** a new invoice with new charges of $****** was generated for a new billing period and due date 2024/04/**. The customer made a payment of $****** on 2024/04/**. The total payment should have been $****** ($****** for the past due balance of the payment plan and $****** for the new invoice generated on 2024/03/**). The payment plan was canceled as the customer did not make the full payment. We called the customer to explain why the payment plan got cancelled and to offer a new payment plan as an exception but needed a downpayment for the exception. The customer did not accept the resolution. 

  Customer response

  23/04/2024

   
  Complaint: ********
  
  I am rejecting this response because: when the payment arrangement was made I told the agent I need * payments of $***. April **** April **** to cover the past due then May **** to cover the March payment. They didnt listen and made it what they wanted. Even know I made arrangements to clear the whole balance plus the new charges that were coming out. Which is on the recording between me and the agent I spoke with. Which on that the agent I spoke with yesterday told me they had no records of me talking to someone. Ive made one payment of $*** on April as per the document that was attached to the original complaint. All Im asking is that they accept what was originally spoken about on the phone with the agent for a payment of $*** on April **** and the remainder past due payment being made on May **** with no interruption to services. *** mentioned this to every agent since the day the payment was made and there was no issues until yesterday. 
  
  Sincerely,
  
  *****************************

  Business response

  24/04/2024

  When we contacted the customer, we informed that the first phone call on March **,2024, was reviewed. In the call, the agent informed that the payment plan was created for payments of $****** due on **/16/2024, $****** due on **/30/2024 and $****** due on ***14/2024. In this call, the agent read the terms and conditions of the plan and informed that in addition to the installments, the customer would also need to pay new invoices by the due date. 

  Customer response

  24/04/2024

   
  Complaint: ********
  
  I am rejecting this response because: if the recording was listened to properly they would hear that I asked for * payments of $*** which would cover the new charges at that time. So the only way this will get settled is if they follow the agreement that was made and allow the * more payments which will cover the total past due up until the April bill
  
  Sincerely,
  
  *****************************

  Business response

  25/04/2024

  We had two team members review the call. Customer mentioned she can do installments of $***, the customer did not mention it will be for new charges on anywhere on the call. If a customer mentions that, our agent will mention payment arrangement is only for past due balances as we can't determine how much the future invoices are. Agent explained we can only do weekly or bi-weekly, so said he will start the bi-weekly arrangement on April ****, which the customer agreed. Once this was agreed, the agent read the terms and conditions which mentions new charges on new invoices will need to be paid. Like we mentioned before, we can make an exception and set up a new payment arrangement but down payment will be needed and with every payment arrangement, new charges on new invoices need to be paid.

  Customer response

  25/04/2024

    ********** ********
  
  I am rejecting this response because: I will not be settling for a new payment arrangement as I made agreements on the phone for $*** x * payments so maybe they need someone else to listen to the recording. To cover the past due plus the new amount and that is said on the recording. So they can either accept a payment of $*** on April **** and $*** on May **** and keep the services or I will cancel and get a lawyer and they wont get any money. Based on the fact they keep changing their side of the story but I also have my employer who was sitting with me while I made this call with them and heard everything. So this is my final email before I get a lawyer. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  20/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was with ** (account ************ for a few years after signing up at ******** The last *** years I was on the regulated payment plan. My bill until May 2023 was $***/month. I tried to make additional payments but they were not accepted. In June 2023 my bill increased to $***/month. They made changes to their regulated payment option in the fall and I went to monthly usage billing instead. In Oct my bill was $***. In Nov it was $*******. Dec was $******. I changed service providers in *** 2024 due to billing issues. My final bill in *** was $*******. I have made several calls to ** to sort this out or arrange payment options to no avail. The first person I spoke to adv my complaint would be escalated and someone would call me back in *** weeks. Until then I wouldn't have to pay interest. I've made two payments totaling $**** and ** billing department is threatening to send me to a collection agency unless I pay the bill in full RIGHT NOW. No one there is willing to assist me with this matter. Bottom line, they mismanaged my account and now are not willing to discuss any kind of resolution.

  Business response

  21/03/2024

  Resolution:
  On Feb *,2022 customer requests to go on the Budget Payment Plan (BPP). Information was sent out to customer in September and October advising of this upcoming change from the budget payment plan to a new program called the Average Monthly Billing. The new average monthly billing recalculates and adjusts payments every month so the customers payment might differ a bit every month. the advantages are that because average monthly billing calculates the average amount to pay every month, this helps with lowering customers differential balance (difference between your payments vs. actual charges) close to $**** and not having larger adjustments every * months. Customer had a large deferred balance, and also was on the variable rate and high usage also contributed to the high balance. We are more than willing to set up acceptable payment arrangements with the customer. She has offered to pay $*** for the next * months to pay off the full balance owing of $******** which we will accept.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I became a Direct Energy Customer in June 2023 for gas and electric. I received my first bill in July. All my payments were up to date and on time as of Nov **, 2023 as I was enrolled in autopay. Nov. ** was the autopayment for the bill I recieved Oct. **. The next time I recieved a bill or had an update to my account was December **, 2023. Till then my acct said there was no payment due, an autopay was not taken nor did I receive a bill. The December **** bill stated I owed *******$ and that the autopay would be taken. I called and was told that due to a system upgrade my bill was not generated, auto payment was not taken, and account was not updated till the ****. I then had to stop autopay as it would of put my bank account overdrawn as I did not have the ****$ and had to make the overdue amount that was not billed manually. I am on a fixed budget, a single mother and a student. I receive 1 cheque a month. I have been making payments on this bill regularly. I was told I would not receive interest or late fees on this acct. Today I received a letter in the mail to go with the email that was generated March *** stating they "hadn't heard from me" and my "service was at risk of being dropped". I made * payments in February one on the 1st for ****** and another on the **** for ***$. I spoke to another agent today who took a *$ late charge off but insisted there was nothing she could do to help. She recommended I look into where I can add money up to make payments every * weeks. That was after I explained I only receive * cheque a month. Then she told me I would continue to get these notices and after the *** my service would be dropped. I asked for a note to be put in my file so I would not have to explain everytime I called in or for someway to make a note stating I am making payments till I catch back up. I was told she would write something but it won't do anything, and that basically I should figure my finances better... I am not behind on any bill but this.

  Customer response

  14/03/2024

  Can you close this complaint? Direct Energy representative called and we came to a resolution. I am happy with the outcome.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined direct engery I. Sept when I purchased my home. She. The first bill came out in Oct I had a credit on my account of *** I called they said not to worry and my next bill will just come off that. Now we are in March and my bill is over $******* due to there system. And there telling me I dont have a credit. And charging me from Sept to February. I have screen shots of credit and the amount of the last bill. They said I made I payment but I did not it was from credit on account.

  Customer response

  08/03/2024

  Account number ************

  Business response

  12/03/2024

  Customers account for gas and electricity started with Direct Energy on 202*******.Contract is a * year contract: $****/GJ and **********/kWh. First invoice takes ***** days, so it was generated in November 2023. It had gas billing period of 202******* 202*******, and electricity billing period of 202******* 202******* for a total of $******. The credit that the customer was seeing on her Online Account Manager in November 2023 was due to the corrections that were being made to the bills, this was not due to overpayment nor due to any credits we owe. We apologize for the confusion.
  
  In January 2024, the gas meters tariff code was updated by the distributor, which caused a delay for the next invoice. The system needs this to be updated and the meter needs to align with our billing cycle again.  On 202*******, an invoice was generated.Previous invoices were reversed to make corrections as needed according to the distributor. It had gas billing period of 202******* 202******* and usage of *****GJ and electricity billing period of 202******* 202******* with usage of ****kWh. With utilities,cancel/rebill and delays can occur due to adjustments that are needed with usage, meter updates and more. Distributors and retailers need to align their billing system when one is updated. Billing period of 202******* 202******* has usage from winter months causing bills to go up. Even if rates are low,high usages can increase the total retailer charges and distributor/government charges for the customers.
  
  We have talked to the customer to share the information above, put a lock until 202*******, and switched the customers contract to new * year Simple Plan with $****/GJ and 11.79cents/kWh.

  Customer response

  13/03/2024

   
  Complaint: ********
  
  I am rejecting this response because: on my online account the bill for Nov is complete gone.  As well as the bill. For Dec and January. The credit that was submitted. In original complaint went down in total until the bill came in February.     As a customer not my fault that there system had to update. They gave me a credit of ** doesnt even just for the inconvenience I experienced. As a customer.  They commuted fraud by removing statements.  She also stated the online had experience with updates. Which was note stated on the response but on the call.  She stated if i changed my account it would be cheaper in long way. When I had a cash back account thats where the ** came back. 
  

  
  
  Sincerely,
  
  ******** *******

  Business response

  15/03/2024

  When invoice/charges are reversed, that invoice is not available through the Online Account Manager since those charges were reversed.Thats why it is not available on Online Account Manager. Charges from November 2023 invoice were reversed and was rebilled on February 2024 invoice, so it is documented there. Weve also ensured all the payments since November 2023 were credited on the February ***************************************** the utility industry, if adjustment/updates are sent from a distributor, the company who owns the infrastructures, sends usage readings and meter updates, a retailer like Direct Energy, will need to create a cancel/rebill (adjusted) bill.
  
  We discussed the Online Account Manager having issues at a similar time, but the main root cause of the credit balance showing was the account going through billing adjustments at that time.
  
  Again, we apologize for the inconvenience due to the error that was causing a credit to show on the Online Account Manager. Again, we apologize for the frustration that the customer experienced. Credits are provided to customers accounts if we have caused an error that we need to correct for the exact amounts of the error. We have offered a contract with cheaper rates to the customer which was missing the cash back incentive compared to the last plan. $** credit was applied to the account as a courtesy in lieu of the cashback incentive on the new plan so the customer can take advantage of the new plan while we offered the cashback the customer wouldve received on the previous plan.

• Initial Complaint

  28/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On the evening of ******2023, I was approached by a Direct Energy sales rep at the ******* in ***************************. He enrolled me in their energy saving program and said I could cancel within ** days. At *****am on ******2023, I called the customer service line for ******************** and cancelled. I received a follow up call shortly after (******* *****-2023) cancelling acknowledging my cancellation and asking me if I would reconsider. In all of my contacts with Direct Energy, I have stated that I don't want their service(s) and specifically requested that they do not initiate any services. As of ****-2024, I've been billed three times (Dec.**, Jan.**, Feb.**) for a total of $******. In each call to the DE cust svc line (* calls), they've acknowledged my cancellation and said they've filed a ticket to fully cancel all services and all outstanding bills......but nothing appears to have changed to been resolved. I'm filing this complaint after my call again today with DE and I'm hoping you can push them to get this resolved.

  Business response

  29/02/2024

  Customer called the call center to cancel the contract from being enrolled on 2023******. Agent cancelled the gas site successfully but did not cancel the electric site. Agent has been coached so this error does not happen again. Agents that the customer talked to on 2024****** and 2024/***** did escalate the issue which was in the queue to be worked on.

  We will credit the customers account for $****** and future invoices until final billing date. The account will be $****.

  We have called and shared this resolution with the customer.

  
  

  Customer response

  29/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  26/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved and canceled my service with direct energy October ** of 2023. My final invoice that covered these dates was sent out October ****. This bill said final invoice and showed my average billing program now had a balance of zero. The amount was ****** which I promptly paid. Three months later I get a new final invoice dated January **, 2024 stating I owe ******. It covers the same dates I have already paid in my last final invoice from October 2023. Obviously an error in their end. I have called multiple times over the last * weeks being told someone from billing will return my call and no one has called back. I spoke to a supervisor who said they would expedite my case and call me back on Feb ****. No one called back. After calling * times over * weeks and not getting anywhere I am fed up. Someone needs to resolve this billing error and provide customer service.

  Customer response

  26/02/2024

  Account number is ************.  Image of Jan 23 invoice attached.

  Business response

  29/02/2024

  Review of the account confirmed the account was finalized on 2023******. Invoice that was generated in October 2023 was based on the estimated usage readings that we received from the distributors. Afre that, adjustments were received so corrections were needed, which caused one of the invoices to be a credit balance and a refund was requested and processed. While charges from January 2024 invoice are valid due to adjustments that we needed to update, we understand the frustration and the confusion that adjustment invoices have caused. We have made this account balance to $**** as one-time exception and shared the resolution with the customer.

  Customer response

  29/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  23/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an issue with a bill so I called in to the call centre. After two hours on hold I finally got a hold of a manager but he was no help and would not transfer my call. Very poor customer service

  Customer response

  23/02/2024

  Account number is ************. 
  

  Business response

  26/02/2024

  We apologize for the delay with the call center and that the first call with the supervisor got dropped which was a system error. We were experiencing higher volume than usual last week. We are aware of this and is working due diligently to make improvements. For times like this, we can also be reached via ********* Instagram, chat, and email.
  
  We have listened to the second call with the supervisor who went over the usage and the distributor charges that caused the bill in question to be higher than usual. Usage amount that we billed the customer is an actual usage that we have received from the distributor to bill the customer.The supervisor that the customer talked to was the highest supervisor.
  
  While Alberta Customer Experience Team was talking to the customer regarding the ******************** escalation, we have explained the bills and recommended to check the meter and perform energy usage test to determine the source of the high electric usage at the property as the usage and charges are valid.

  Customer response

  26/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  A customer shouldnt have to wait nearly 3 hours to get an answer from a supervisor. And then get told that there was no other supervisor Higher to talk to when I get a phone call after making this complaint to the Better Business Bureau from a higher manager.  I was told to call was dropped from the supervisor, but on my end, it sounded like they hung up. 
  this company has very, very poor customer service
  
  Sincerely,
  
  ***********************

• Initial Complaint

  14/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Oct. **, ******************************************************* ******** We discussed rates and I found their rates and contract desirable, so I signed. I never got any confirmation email or paperwork. The agent at the kiosk said he would email me all the signed documents. The problem was he took down the wrong email address. To exasperate the problem he signed me up for electricity as well, unbenounced to me. We never discussed electricity, rates, term, or otherwise. Further, on Dec. */2023 someone (not me or anyone I know) signed me up for electricity at encore by epcor. I was continuing to recieve a bill from epcor for electricity, which I had no other reason to believe it was not seamless. Now, direct energy has billed me for * months electricity and * months gas. I called them to resolve this and was told in no uncertain terms that I signed the contract and was going to be held responsible for the whole amount. Please advise, Thank you.

  Customer response

  14/02/2024

  My Account number is/was ************

  Business response

  15/02/2024

  Resolution:
  2023/***** - Customer signed up a * year ******** **** **** **** at a Direct Energy Kiosk. Customer signed the contract that indicates hes signing up on a * Year ******** **** **** **** for two site IDs at his address one gas and one electricity . This contract shows the terms, rates, billing address, and the start date. While signing up, on the verbal verification call, the customer answered yes to are you enrolling two sites and 5 year ******** **** **** **** questions
  2023****** - Electricity site is taken over by another retailer
  2024****** - Gas site is taken over by another retailer

  
  We have a signed contract and a verbal agreement where a customer agrees to sign up on the 5 year ******** **** **** **** *or both gas and electricity sites. If a customer believes that two retailers are billing for the same billing period,we recommend to review the breakdown and its billing period on the invoices.The distributor sends usage readings to one retailer at a time, so it is not possible for two retailers to bill a customer for the same billing period. We do not have access to other retailers to sign people with other retailers. Charges are valid. To assist the customer, we have offered setting up a payment arrangement to avoid the account from going to collections but the customer refused.

  Customer response

  15/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Direct energy does not want to own any part of their actions. First, they did not have my correct information ie. email address. Second, the sales rep. told me that my account would be seamless, and while checking the amount on my login page, showed a zero Balance. this happened because of incorrect email info. I have been getting consistant bills from epcor for power except for aprox * weeks in which direct energy took over  Between Oct. **/2023 and Dec. */2023. On the latter date, Someone, not me, signed me back up to epcor. How can this happen? To sum up, Direct energy needs to acknowledge that their sales rep might not be reputable. I told them I would pay for any gas consumtion in the time I was under their umbrella. The person that called me is basically telling me that it's ok fortheir sales reps to mislead customers, and  hold my feet to the fire anyway? What kind of reasonable person or entity would do that? had they had the correct information I could have exercised my right of refusal after the fact. They never allowed that to happen by not sending me any documents. I have contacted ******* as well.

  
  Sincerely,
  
  *********************

  Business response

  16/02/2024

  We apologize for misspelling the email address during enrollment. Agent was coached for that error, and weve updated the email address on 2024****** on the account. However, investigation found customers signed contract and a verbal agreement where 5-year dual fuel plan with both gas and electricity sites.
  An invoice can only be generated once gas and/or electricity is consumed by a customer and the distributor sends usage readings to the retailer. Thats why there might be an overlapping period where you see invoices from old and new retailers final bills from old retailer and new bills from new retailer. We have recommended and offered to review the bills and its billing period with the customer on the 2024****** call. Also, for new customers, it takes ***** days for first invoice to be generated and thats why the first invoice was generated on 2023******. Invoices were mailed to the mailing address and there is no indication of returned mails. Again, to inquire about how enrollment has happened with *****, please reach out to ***** as we do not have access to another company. 

  Customer response

  16/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: As explained before. If Direct Energy can email me an offer for natural gas oweing only, we can talk, if not, they need to seek legal action and I will fight them there. If I hear from a colection agency I will file *********** charges. I'm also sure ******** and the media will be happy to know what direct energy is doing in their stores. I have spoken to ******* already about this matter. I am not giving in to scam artist sales people and the crappy companies that back them. 
  
  Sincerely,
  
  *********************

  Customer response

  20/02/2024

  Wow. What a great help you guys are. You are definitely NOT looking out for consumer best interests. What a ******* service. Who monitors YOU guys? I was ********** in good faith, and you take their side? Im ***********, and completely disappointed with the manner in which this was handled. I feel like a number, just like every other  dealings with a ************. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩