Complaints

This profile includes complaints for Direct Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Direct Energy

  Calgary, AB T2P 4K2

  
• 

  Direct Energy

  1850 10303 Jasper Ave Edmonton, AB T5J 3N6

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:22/01/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,On three separate occasions,1. Tues Dec **** * ***** ** *** ** *** *** **** * ***** ** *** ** *** *** **** * **** ** *** I have received phone calls from representatives at Direct Energy. The number they are calling is *** *** ****. They call looking for someone named "*****". I have informed them each time that they have the wrong number and that I wish to not be contacted/have my number removed from their system. I do not have any services or accounts open with ********************. They agree and indicate they will remove my number. This clearly did not happen the first time as I've received two additional phone calls since indicating this as my preference. I never provided you with consent to contact me in the first place. I will take note of each circumstance that any representative from Direct Energy contacts me from this point forward, for any reason. Any and all subsequent communications from Direct Energy or its representatives will be deemed harassment. Legal action will be ********* Monday January ****, a Cease and Desist letter was sent to ********************************* Today, Wednesday Jan 22, I received ANOTHER phone call from your representatives looking for *****. This is harassment and legal action will be taken against Direct Action.

  Business Response

  Date: 24/01/2025

  BBB Resolution: 
  
  Thank you for bringing this to our attention. Upon investigating we found that on December 31st,  A call attempt was made in which we were advised that the number *** *** **** was incorrect. The agent at that time, correctly labelled the number as invalid. The agent then called the other numbers on the file but did not reach anyone to validate the other numbers. As such the file remained active and appeared again in the agent lists on January ****. The agent who made the next call did not realize that the number was already labelled invalid and continued to go through the same sequence. This process repeated itself on January **** (message left) and January ****, (contact with the same person).
  During the call on January ****, the individual who answered expressed frustration.The agent did attempt to reassure them that it was an error, and the issue would be resolved and the number removed. After the call the agent escalated the matter to the manager, and we took immediate steps to address the situation.  Our programmer has reprogrammed the dialer so that agents will no longer see a phone number if it is labelled invalid. In addition, we met with the agents as a team and advised them of this issue, so they are aware to be alert if they see any potential errors over the next few days since the programming was just completed.
  We certainly apologize for this oversight and please rest assured that the issue has been resolved.

  Customer Answer

  Date: 24/01/2025

   
  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. Please note, the details cited by DE are incorrect. On Dec *** *** ** *** *** **, I spoke with a DE representative. A message was only left on Jan **, as blocking your number pushes the call to VM automatically. 
  

  I think we can both agree that you have received my Cease & Desist and that all subsequent communications beyond this point will be deemed harassment. Your auto dialer and tracking system is your issue. Dont make your problem someone elses. 

  Sincerely,
  
  Tian 

  Customer Answer

  Date: 31/01/2025

  *** ** ***** I have received TWO additional phone calls today since closing this claim. 

  Direct Energy has clearly not rectified the issue on their end. I would like to reopen this claim. 

• Initial Complaint

  Date:02/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OCT **/24 signed up for a fixed rate from Direct Energy. An email/contract was sent (in documents), stating we had ** days to change our mind, and that our contract start date would be NOV */24 (in documents). The billing from the old account (regulated rate) clearly shows that the meter was read OCT **/24. Then we recently discovered that we got charged * ADMINISTRATION FEES for two ******** that Direct Energy did, for reasons unknown to us! They split our ******** into one dated **OCT-**NOV and then another for **NOV-**DEC - WHY? Our contract clearly stated that it was to start on 01NOV and the meter had already been read on **OCT! We got billed for * ADMIN fees ($*****/each), which we are upset about, as the main reason for signing up for a fixed rate is to save money! Looking to get one of the admin fees refunded, as it was no fault of ours that Direct Energy wanted to split the time-frame, as this is not what the contract stated. All 3 ******** included in document (1 on old account and the * new ones that Direct Energy split up)

  Business Response

  Date: 08/01/2025

   

  Admin fees are charged based on the billing month and are charged every 1st of the month.  On October **, 2024, the customer enrolled with ******************** for a start date of November ******. At Midnight October **, 2024, the services switched from Direct Energy Regulated Services to Direct Energy (two separate entities) For the requested start of November *, 2024. The billing shows the date as October 3******, as it switched at End of Day October *******.  On November *, 2024,the Final Bill was issued for the Direct Energy Regulated Services account. This invoice included billing for the period of October *, 2024, to October **, 2024, and an admin fee of $***** for the October period. On November **, 2024, the first bill was issued for Direct Energy Partnership account # ************. This invoice included billing for the period of November *, 2024, to November *, 2024, and an admin fee of $***** for the month of November. On December **, 2024, the second invoice was issued for Direct Energy Partnership account # ************. This invoice included billing for the period of November *, 2024, to December *, 2024, and an admin fee of $***** for the month of December. Although the fees that were applied were valid, a $***** credit was applied to the Direct Energy Account on December **, 2024, as a courtesy for any confusion. 

  Three attempts were made to reach the customer by phone, with the resolution, unsuccessfully. 

  Customer Answer

  Date: 08/01/2025

  As I stated from the start, our contract was to start November ***. Not sure how or why we would receive a bill for ONLY * days of service, and be billed a full month's ***** fee - the bill for services dated **OCT-**NOV, and then another bill dated *********** and yet another ***** fee. These two bills covered all dates in November and * days of December, and yet Direct Energy wants to call these a NOV billing and DEC billing!!??  I received a call two times from a ***** at Direct Energy.  In both cases, my wife, ***** ********* called her back and left her two messages to return a call to her own phone number as I am working and cannot call back!  Never did ***** bother to call my wife back, after she had left TWO messages to do so!  Not sure why, so to say she got no response is also irresponsible!  It is quite clear that my complaint is going nowhere, and as a CONSUMER who receives a contract (that is to be billed out monthly) that clearly shows a November 1st start date, and then immediately get a billing for only * days, is absurd. If the ***** fee had been pro-rated to cover only 5 days, that would have been acceptable, but this is an outrageous money grab to say the least. I was not aware that Direct Energy needed money so badly that they had to ***** the unsuspecting consumer in this way. Needless to say, we will not be future customers of ******************** after this fiasco has run its course.  ***% ridiculous and I am done with this. They seem to have an answer for everything. 

  Customer Answer

  Date: 09/01/2025

  Can you advise how we close this complaint?  Even though we are not satisfied with Direct Energy's reply, we are done with this (if I select "accept their answer", it means I agree with them, and I do not, but I am not willing to argue about it anymore as us consumers, are stupid in their eyes). Direct energy's position is that they are correct, no matter what, they never do anything incorrect, and that the consumer is just daft and that we just "don't get it"! 

  Customer Answer

  Date: 09/01/2025

  More Information...BBB can close the complaint as Answered. It will be defined as the consumer and business both responded to the complaint despite it not being resolved.
  
  Sincerely,
  
  *** *.

   

  PLEASE GO AHEAD AND CLOSE THEN - ****

• Initial Complaint

  Date:16/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July *** I contacted DE to inform them that I was moving July **** and that they would receive a payment as soon as I had the funds from the sale of my house in ********. The Aug **** statement shows I overpaid $******, and I recieved a credit of ***** after paying the full amount of a bill that included days I didn't live there. September **** statement arrives and states I now owe *****. I call and re-cancel so now on my account it says I cancelled in Sept. End of Sept they open a case file for me and Oct ****, I receive a voicemail stating they failed to cancel my services when I requested it on July *** and to verify my new address for a refund of ******. Called Oct **** and confirmed. Fast forward to Dec ***, find out they want to refund me ***** but send me to collections for $****** if I don't pay in ***************************************** answering my question about collections, so now I'm on day * of the deadline still wondering and concerned they my credit might be affected because of their mistake. A very lengthy email chain revealed that they neglected to add a $**.*7 credit towards gas from Sept **-Oct * which would result in them owing me $***.*6. They have asked me for the same information a number of times, mainly because my account says I cancelled in Sept because they won't put a note on it stating I called July ***, and I don't feel I should have to wait *** billing cycles for them to review something that they can see was a mistake on their end and should have been resolved already.

  Customer Answer

  Date: 17/12/2024

  Direct Energy account #:************

  Address on account:********************************

   

  Business Response

  Date: 20/12/2024

  Ms. ******** called in and spoke with one of our agents on July *, 2024 regarding the billing on her account. During this conversation it was stated that she was moving on July ******* and would not require the services after this date. The move out request was not completed at this time. However, it has since been completed. On October **, 2024, there was an adjustment done on the account. There was no collection activity exercised on this account and there has been no negative effect to Ms. ********* credit rating. Ms. ******** is not responsible for charges after July **, 2024. Any credit amount that is sitting on the customers account, will be sent out in a refund cheque to the customers mailing address. We have attempted to call Ms.  ******** and left a voicemail. We have also emailed her to the email address that was provided. Thank you.

  Customer Answer

  Date: 03/01/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  While they did contact me and many emails have been sent back and forth, they are trying to get me to accept an amount that is lower than what they owe me. They are neglecting to actually look at the charges on bills that I don't owe and refund me accordingly. They claim that the total charges from July **** (should be July ****) to October *** were $****** when the bills that don't apply to me were more than that. Sept **** bill was $****** and Oct **** bill was $***** equaling $****** alone. Plus they owe me for the days that I wasn't living there on the Aug **** bill. They are refusing to acknowledge that there is a $***** credit on the Aug **** and that there are still the credits from the energy charges from July ****-July ** totalling $***** and gas charges from July ****-Aug ** totalling $***** which would amount to $****** altogether. They exclude credits and when I ask why they didn't include those credits, I'm told that it can be confusing (insulting, as I'm not confused by basic math), and sent a spread sheet that, again, is missing credits in an attempt to confuse me and not pay me what I'm rightfully owed. I have discussed my situation with 6 people for a month, and no one has bothered to actually look into it. 
  Sincerely,
  
  ******* ********

  Business Response

  Date: 08/01/2025

  We have double checked the account and identified an error.

  Corrections were made to reflect: -$****** credit from overpaying in July + $***** for charges for 07/19 + charges for 2024/***** 2024/***** $****** - charges for 2024****** 2024****** $****** = credit of -$******

  Yesterday, we have applied another credit of $***** was applied to bring the credit balance to $******
  
  This information was also shared with the customer via email this morning and is waiting for mailing address confirmation to send out the refund cheque. We apologize for the inconvenience and the error, and the agents have been coached.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  I went back into my DE account to forward my Aug **** bill to them so they could see that the actual credit balance was $******, not $******, and found out they deleted my statements. This matter is not resolved, but I am unable to look up any information on my account to finally get the refund I deserve
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/01/2025

  The difference was due to a Late Payment fee of $****. However, we have credited the $**** and brought the account's credit balance to $****** and emailed the customer.

  Customer Answer

  Date: 14/01/2025

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

• Initial Complaint

  Date:03/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frustrated with direct energy bills for services we no longer have. We switched from direct energy to Atco energy with billing starting ******. We then received a bill from direct energy showing another property in ******** added to our account , we dont have any idea where this came from but after calling them was assured that it was going to resolved Didnt hear back from them. We then received a bill for them for the period of time we were with them plus a fee for gas which up to this point we were still waiting to have hooked up. I called again to explain we didnt have gas at anytime while we were with direct energy and for that reason I should not have to pay it. This we all agreed on and I paid my balance on the account and asked to have my credit card removed and have our account deleted. A few days later I received a email welcoming us to direct energy. I called again to see if my credit card was still on file and question why I received a welcome email. I guess the account was active again and my credit card was still on file. They assured me this would be fixed. Last week in November I received another bill for 6.03 which is for the Edmonton property that we known nothing about I called again ***** spoke with supervisor ***** and he was going to get back to mehe didnt Called again on ***** spoke to supervisor **** and he was going to resolve this and get back to me. He didnt. Received an email today ** dec from direct energy stating we are overdue 6.03 and plus a ***** total of $42.59. Called AGAIN spoke with supervisor *****. Once again explained we DO NOT HAVE A PROPERTY AT THIS EDMONTON address and this is not ours and we have been with **** since the last week of September. He proceeded to say even though he can see we are not consuming any electricity with direct energy but we are still being charged administrative and distribution fees. It seems every time I call in there are other fees they come up with. Need help resolving

  Business Response

  Date: 11/12/2024

  On October **, 2024 the site in ********, AB was enrolled in billing on Ms. ******** account. This was found to be an error and the billing was cancelled as of October **, 2024. There was billing charged for $**** on a statement generated on November *, 2024. This charge of $**** has been reversed on December *, 2024 and Ms. ******* was not responsible for any billing at the ********, AB address in question. Any other billing that is being charged from Direct Energy is related to a separate site that was requested by the distributor to be enrolled. If the customer has any inquiries on the other address that is enrolled in billing, we would recommend that they speak with the distributor or the retailer that was previously providing billing for the site. Any current charges that are on Ms. ******** account are valid. We have contacted customer and advised her of the resolution.

• Initial Complaint

  Date:25/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a unit in **************** complex, and moved in during Sept 2024. Prior to move in I signed up online for utilities with Direct Energy. DE took over the ******* billing by replacing APEX, the regular supplier for the whole **+ units and invoiced me for the month of Sept. Apex realized the mix up. They contacted the condo management and CM contacted me. DE requested the condo management to pay me back the gas bill and continuously billing me for gas. **************** has been taking forever to pay me back under different excuses. Meanwhile Apex took back the gas billing responsibility but I am still waiting to see a bill without gas charge on it but electricity only from DE. I think the root cause of the problem is a lack of oversight to prevent an unauthorized person to take over billing of the entire condo units.

  Customer Answer

  Date: 25/11/2024

  DE Account# ************.

  Govt of ************** ***-Utilities Consumer Advocate got involved trying to help the issue. ** promised to offer help. The contacted the condo management. The condo management stated that they will check with APEX that **** did not double billed for those service. **************** have not payed my back for the requested amount. I requested *** to not close the issue until it is resolved but apparently they closed it from their end.   

  Customer Answer

  Date: 25/11/2024

  Here is a clarification of the statement I made, "I think the root cause of the problem is a lack of oversight to prevent an unauthorized person to take over billing of the entire condo units". Every business has a Duty of Care to save the general people and their clients from being a victim due to undesired situations by accident, such as cordon the area before digging a hole on the ground, detour them to prevent someone from dropping into the hole and injuring themselves. Failing to provide their duty of care usually causes a penalty against them.  

  Customer Answer

  Date: 27/11/2024

  Hi ***,

  I did provide the account number earlier. Please see it below.

   Account# ************

  Business Response

  Date: 29/11/2024

  On *****/24 an enrollment for both gas and electricity services was completed by the customer online through our website to start on *****/2024. The services started on this day. The first invoice was sent to the customer on *****/2024.  We received a phone call from the customer on *****/2024 advising that they are not responsible for the gas services as the property manager advised them that it was covered and they would not be responsible for any of the charges. The Direct Energy agent created an investigation to look into the charges from *****/2024. Upon completion of the resolution, it was found that the charges were valid as the customer did enroll in the ******************** and they could work with the property manager directly for reimbursement of the charges. A second invoice was sent out on *****/2024 with the remaining usage up to *****/24 when the account was cancelled because the property manager had taken it back over.A previous inquiry to the Utilities Consumer Advocate was filed in regards to this situation and the customer has previously been advised of all information that is stated above. As an exception, one of our agents is working with the property manager regarding the charges, however, we encourage the customer to keep in contact with the property manager as well regarding this situation.
  

  Customer Answer

  Date: 30/11/2024

   
  Complaint: ********
  
  I am rejecting this response because: I have already stated earlier that the utilities service provider failed to provide their due diligence to prevent their customer their duty of care. In the sign up page it was clear from my unit number that I am a unit residen only and not the condo complex owner. They should have caught the problem. Failure to provide their duty of care makes them liable for the loss. Nevertheless, as a gesture of goodwill I paid the first month bill and I was trying to get reimbursed from the condo management. But DE billed me again next month. They did make an effort to request the condo management to pay me back but I am not in a position to force condo management to reimburse me for the loss. **************** believes that it is DE's fault and they should be held liable. They keep mentioning that this mistake should have never happened. DE should have caught the mix up.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/12/2024

  If Direct Energy agents made an error with the enrollment, we are definitely here to correct our errors. As per our original resolution posted here and shared back with *** who agreed with our resolution as well, the enrollment was done by the customer via website where address and site IDs are visible while choosing the sites for enrollments and during the confirmation process.

  To help, Customer Experience Team is reaching out to the property management to help to see if they would be willing to pay the bills and have stopped the collection activities. 

  Customer Answer

  Date: 02/12/2024

   
  Complaint: ********
  
  I am rejecting this response because: it was obvious from the sign up page that I applied for gas and electricity as a condo unit owner and the condo complex owner for 50+ units. Yet, DE never caught the conflict due to their lack of due diligence. It is DE's responsibility to act and follow up on their proposed resolution with the condo management to pay me back the undue gas bill portion which has not happened yet. I cannot make my condo management comply with DE's proposed resolution. It is DE's job.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:16/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband is deceased, Direct Energy advised me to transfer his account into my name, but I keep receiving promotional emails in his name.Ive called * times, they continue to advise that the issue is fixed and refuse to escalate this situation since requests for call backs have not been completed.This is causing emotional and mental distress.

  Customer Answer

  Date: 16/10/2024

  The company is not removing my deceased husbands name off of the promotional emails I am receiving at my email address and on my account. The call centre is refusing to escalate my issue to the head office and / or IT.

  I need to speak with someone who can help me and stop causing undue emotional and mental damage.

  Business Response

  Date: 18/10/2024

  On *****/2024, the customer called the call center and requested that the account be changed to her name, as her husband had passed away. The agent created a request to update the name. On ******2024, the name was updated. Between September and October, the customer contacted us multiple times to let us know that shes still receiving marketing emails under her late husbands name. Referrals were created at that time, and agents will be coached, as necessary. On ******2024, the customer contacted ******************** via ********. On the same day, the customer experience manager reached out and informed the customer that a credit of $*** would be applied to the account to help during this tough time. The case was reviewed, and a system issue was identified that prevented the name from being correctly updated in marketing emails, even though the name had been updated in the system. An incident was opened, and the problem was fixed. The customer will no longer receive correspondence with the incorrect name.

• Initial Complaint

  Date:26/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was living in the city at a residence I only was there approximately a month I had contacted direct energy and they had put me for such a far period of time away that I had booked with somebody else that was showing up promptly they decided to show up without notice and put services on and then I had canceled it was in a week or so later not even I then moved out of the property by the following the ending of the month because of lack of health concerns of the property saying being infested like distrusting me with mice better to my knowledge I found out a month or so later that my services were still going on I canceled them they did not cancel them and still to this day they are trying to charge me a few thousand dollars for something that I did not do or allow and they told me a long time ago that with proof they would stop it so I gave them lease agreements I gave them conversations of text messages between other tenants and that the gentleman there was the name of crash who was running the bills up in his name and ended up going to jail well I hadn't lived there for more than probably three or three maybe a full month but I don't even think so I am now getting mental disabilities and stresses from the ship because it's ******* with my credit it's ******* with everything and I'm sick and tired of having to deal with something where it was pretty much theft of my name and my time and you guys are so hounding me for it even after you guys got to prove that you asked for

  Business Response

  Date: 27/09/2024

  On September **, 2020, the customer completed self-web enrollment for the sites ************* (electric) and ************* (gas) at ********************************************************************. The requested start date for services was October **, 2020. A welcome letter with plan details was sent to the customer's email on October *, 2020. No payments were made to the account, and a reminder letter was sent on January 13, 2021, regarding the past due balance. A Pending ************ Notice was sent on January **, 2021, since no payments had been made. On March *, 2021, a Contract Termination letter was sent, informing that the contract was canceled due to non-payment. 
  
  On March **, 2021, the customer contacted us disputing the enrollment, claiming they never requested services with Direct Energy and stating that friends of theirs live at the property. On March **, 2021, an email was sent to the customer explaining that the enrollment was done via self-web enrollment, and therefore, it is valid. We informed the customer that if they were a victim of identity theft, they would need to file a police report and send it to us so we could open an investigation. We did not receive the police report. On April *, 2021, a final notice was sent stating that the account would be sent to collections if the full balance of $******** was not paid. In February 202*, a payment of $*** was made, however, since the total amount was not covered, the account remained subject to collection activities. The enrollment and charges are valid, and the customer will need to provide the police report so that we can proceed with an investigation.  I called the customer who requested that I resend the letter sent on March **, 2021. I emailed the letter to the customer and informed that if they are a victim of identity theft, it will be necessary to file a police report and send it to us so that we can continue the investigation.
  
  

• Initial Complaint

  Date:14/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August *, 2024 I spoke to an agent for Direct Energy to renew my contract for electricity and natural gas. I was quoted a price over the phone of * cents per kWH. There is proof in the recorded message that this was the price agreed to. When I received my written contract the price was **** cents per kWH. When I phoned Direct Energy about the error they would not stand by the quoted price even though the recorded phone message verified the price of * cents per kWH. They have offered me a slightly better rate but not close to the * cents per kWH price. I believe that this is very poor business practice that they will not honour the original price when there is evidence of the quoted price. I did speak to a supervisor (unfortunately in *********) and he informed me that there was no one higher than him that I could speak to about my issue. I would appreciate a complaint be filed against Direct Energy for not living up to the quoted contract pricing they provided to me. It is a * year contract so the amount over the * years is significant. If I cannot get this resolved I will look at an alternate energy company.

  Customer Answer

  Date: 16/08/2024

  Hello BBB. In receiving your email response, I am looking for what exactly further information you are looking for.  I looked at my account and though there was information missing  the system could not seem to allow me to enter any other information.  I find the direction confusing.  I would like more specific direction on how I can add additional information to my complaint to further this along.  Thank you,

  ****

  Customer Answer

  Date: 16/08/2024

  I will provide a bit more detail:  My initial call to Detect Energy to renew my residential contract was on August *** where I was given and I accepted the rate of * cents/kWh for my electricity rate.  When I reviewed my contract that was sent to me through email, I saw that the price in the contract was **** cents/kWh.  I phone Direct Energy on August **** to address my concern about the discrepancy and what was written in the contract was not what I agreed to. ******, the initial agent said that he could no honour the * cents price; he offered my **** cents/kWh. I asked to speak to a manager/supervisor.  He forwarded me to ****** R (would not provide me with his full name) who said he could only give me the rate that ****** had given me. When I asked if there was someone higher I could speak to he said that he was the highest and that was the best price he could provide.  He is in ********* so this is an answering service that Direct Energy has hired for their purposes. The amount that is implicated is hundreds of dollars each year and as a senior that is a big difference.  I appreciate whatever assistance you are able to provide. Thank you.   I will be away from August ***** inclusive to provide any further information to you.  My cell phone number is ************.  Thank you!

  ****

  Customer Answer

  Date: 16/08/2024

  My complaint number is ********. Didn't realize it was in an earlier email from you.  My apologies.

  Business Response

  Date: 22/08/2024

  Customer received a renewal notice on June * for their contract expiring on September **, 2024, with rates for * and *-year terms at ****/kWh and $****/GJ. They were required to accept the renewal by August **, 2024. On August *, attempting to renew, an agent offered a contract with lower rates and a $** **** Gift Card but misquoted the rate and entered an incorrect start date, later corrected by the customer's request. A rate discrepancy noted by the customer on August 14 led to an offer of adjusted rates and a $** account credit, which was declined. After reviewing the customer's usage, a $***** credit has been issued to compensate for the rate difference. The customer must choose between several renewal options or wait for September's rates. Ultimately, the customer accepted /declined (Will update after speaking to the customer). We have called to share the resolution on 2024******, and left a voicemail. Customer also reached out to our chat agent as well. The customer can contact the call center anytime to make any changes with the plans.

  Customer Answer

  Date: 22/08/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Direct Energy has not stood behind the error that their agent made. Without notice to me they changed the amount when they sent me my contract.very poor business practice.  I have had * different representatives email me. the only thing they have offered to resolve the issue is give me a credit of $*****, essentially a one months rate to appease me. This does not result in anything close to what my yearly savings would be with the original quote I agreed to when I renewed.
  Sincerely,
  
  *********************

  Business Response

  Date: 23/08/2024

  All contracts were agreed upon, and Direct Energy sends welcome letters and T&CS when a new plan is signed or a customer renews to a different plan. Just like every contract in Alberta, the customer has ** days of cooling period to review the welcome letters and T&CS. Due to our agent error of saying the rate incorrectly, we will offer $***** for that error.$***** is not for one month. Last * years, the customer have used a total of ********. ******** x rate difference of $***** (rate our agent accidentally said vs rate on the contract) is $*****

  Customer Answer

  Date: 25/08/2024

   
  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. This is based on their final transparency of how the credit was calculated. Thank you for your assistance. It is greatly appreciated.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 06/05/2024

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

  Business Response

  Date: 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

  Date:29/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ******************************************