Complaints

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

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  Direct Energy, LP

  12 Greenway Plz Ste 250 Houston, TX 77046-1211

• 

  Gateway Energy Services

  190 Welles St., Ste 110 Forty Fort, PA 18704

• 

  Direct Energy

  25 Sean Meadow Dr Lakeside, CT 06758-1035

• 

  Direct Energy Services LLC

  120 Wood Ave Ste 611 Iselin, NJ 08830-1542

• 

  Direct Energy

  PO Box 180 Tulsa, OK 74101-0180

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:02/10/2024

  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.

  I have repeatedly contected Direct Energy regarding “door knockers”. Tonight there was one who was so rude and wouldn’t leave. He then proceeded to tell me that Direct Energy would continue to come to the door until I switch. I want my info removed from their lists, but no one from the company will help.

  Business Response

  Date: 02/20/2024

  Good morning, 

  Ms. ******* description of the door-to-door sales interaction is not in line with Direct Energy's Code of Conduct and her complaint was forwarded to Direct Energy’s Sales Quality team for further investigation. Direct Energy has strict policies and procedures that all sales agents must follow. All sales agents are required to immediately identify themselves to the prospective customer by clearly stating their name, identifying themselves as a representative of Direct Energy, and the purpose of the solicitation. Additionally, when a resident notifies a sale agent they do not want to be solicited, the agent is expected to immediately and respectfully comply. Ms. ******* concerns have been escalated to our internal Sales Quality Team and the agentsinvolved will receive coaching and any additional appropriate actionwill be taken to prevent future occurrences. A Direct Energy Escalations Associate called Ms. ***** on February 13, 2024, to share the investigation details. At this time, the associate obtained Ms. ******* service address and confirmed Direct Energy currently has no business or billing relationship with Shannon *****; Direct Energy’s investigation also found no pending enrollments for Ms. *****, her service address, nor her utility account. Additionally, Ms. ******* address was added to Direct Energy’s internal Do Not Contact list. Ms. ***** had no further questions or concerns with Direct Energy. Direct Energy considers this matter closed

  Thank You

  Judy
  Direct Energy
  Escalations Associate
  844-875-2368
  [email protected]

   

   

  Customer Answer

  Date: 02/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:10/31/2023

  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.

  On October 20, 2023, I paid $6,451.70 to *****, in order to reconnect power services to my home. Out of the $6,451.70; there was the amount of $2,381.26 from this supposedly Electric Supply (Direct Energy Services, LLC). When I called the number noted on my bill; 1-866-348-4193; I continuously got hung up on. On the third call, I first informed the Agent of the prior phone disconnections from the prior Agents as well as the submission to the Better Business Bureau. Once he heard this bit of information he continued to assist me with my issue. Agent Luis continuously stated that he could not see the account in his system with the ***** account number as well as the Direct Energy service number noted on the bill. I sent an email with the bills attached to show them the charge. They still could not see the account information in their system; and had the address listed as a business/not as a residence. After a half hour; I was connected to a Supervisor Mr. Miguel ***** and explained the information but no resolution. The emails that were given to upload the bills are miguel.*****@nrg.com and [email protected]. It shouldn't matter if it is a business side or a residential side. I need to be reimbursed as soon as possible. Their behavior from the first call s has raised my suspicion to an exhausting level. I cannot even explain the level of frustration as well as the money I've lost. Thank you in advance for your time and assistance in this matter. Sincerely, Retha ****

  Business Response

  Date: 11/09/2023

  Good Morning, 

  Direct Energy received Retha ****’s complaint on November 1, 2023, regarding Direct Energy supply charges and a request for reimbursement. Direct Energy reviewed the account and found the following: Marcus ****’s residential electricity supply account was serviced by Direct Energy from September 16, 2019, through November 1, 2021, at the service address of ***** ******* **** ***** ********* *** ****** Upon receiving this complaint, Direct Energy reviewed the account and confirmed the electricity supply account has not been active with Direct Energy since November 1, 2021. During the time, the account was active with Direct Energy it was invoiced in accordance with the Terms of Service Mr. **** agreed to at the time of the initial enrollment. Additionally, Direct Energy confirmed there is no balance owed to Direct Energy, as the account is under a Purchase of Receivables (POR) agreement with *****, the utility purchases Direct Energy’s supply and pay for it in full, regardless of the payment amount the utility receivesfrom the customer. Therefore, if any amount is left unpaid on an account, the utility is responsible for collecting that debt. For further clarification, Direct Energy reached out to ***** regarding the $2381.26 referenced in the complaint. ***** advised that the balance of $2381.26 was transferred from the account at previous service address, ***** ******* ****** ***** ********* ** ****** on December 19, 2021, to Mr. ****’s current service address of **** ********* **** ************** ** 20721 Based on the details of the investigation, a reimbursement is not owed by Direct Energy. A Direct Energy Escalations Associate called Retha **** on November 2, 2023, to discuss her complaint and share the findings of our investigation. Ms. **** expressed that she does not agree with Direct Energy’s findings and advised she will escalate if she does not receive a refund. Direct Energy considers this matter closed. 

  Thank You,

  Judy
  Direct Energy
  Escalations Associate
  844-875-2368
  [email protected]

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  I do not see another response from Direct Energy with the exception of their first response.  They cannot provide a written or signatured contract with them is the reason I do not accept nor am satisfied.  Therefore, I am due a refund of the full amount of $2,381.26.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  Retha ****
  
   

  
  

  Business Response

  Date: 12/14/2023

  While Direct Energy understands Ms. ****'s frustration, she is not the authorized account holder. Direct Energy is required to comply with Maryland Regulations, which prohibit suppliers from providing account documentation and information to individuals that are not authorized on the utility account.  The utility lists Marcus **** as the authorized account holder, therefore he is the only authorized person to which Direct Energy can provide account documentation and information.  Furthermore, the utility is responsible for the billing and payment handling of utility accounts, any questions or concerns related to past due balances on a utility account would need to be directed to *****.

  Direct Energy encourages Ms. **** to provide proof that she is authorized on the account or alternatively Marcus **** can contact us directly at (844) 875-2368 and Direct Energy will gladly provide Mr. **** with the Enrollment Documents for the electric supply account serviced by Direct Energy.

  Customer Answer

  Date: 12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

  In response to the company's request, I will have my husband; Mr. Marcus **** contact you directly to discuss and resolve this situation.

  Thank you.

  Regards,

  Retha ****
  
  
   

  
  

  Business Response

  Date: 01/12/2024

  Direct Energy thanks Ms. **** for having Marcus **** contact us as Direct Energy is obligated to comply with Regulatory Requirements that prevent us from discussing the account with individuals who are not the authorized account holder.  Direct Energy looks forward to speaking with Mr. **** and sharing our findings and resolution options.

• Initial Complaint

  Date:12/27/2022

  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.

  This company has a refer a friend program in which when I refer someone to them, they offered to give me a $50 gift card and the person that signed up with them also gets a $50 gift card after they make their first payment. I referred 53 people to them in the last 6 months of 2022. So far, they have only given me 11 gift cards, I called about 10 days ago and the person that answered said they would escalate the case and let me know. I never heard back from them. I called again today and spoke with Felix; he said the program had been discontinued and I wouldn't be getting my gift cards. I told him that wasn't right and that their website still shows the program as active. I got email confirmations from Direct Energy at the time showing all of the people signing up, but now they are saying the will not honor their program. If it were cancelled, why wasn't I told that last week when I called? I told him again this wasn't right and that I was going to file a complaint he said he would escalate it and look into it. I think they just don't want to honor the program they have. I have no way of knowing if the people actually paid their bill or on time which is part of the condition for the gift card, I am totally at the company's mercy.

  Business Response

  Date: 01/04/2023

  Good afternoon,

  Please find attached response. 

  Thank You

  Judy
  Direct Energy
  Escalations Associate
  

  Business Response

  Date: 01/11/2023

  Good day, 

  The initial email providing Ms. ********’s Refer-a-Friend code included the link for the Terms and Conditions for the program.   The terms include the annual limit and the requirement/instructions for providing the W-9 form. 

  Direct Energy can confirm issues with the vendor have been resolved and all gift cards will be fulfilled once the referred customers using Ms. ********’s referral code have satisfied all requirements necessary for the gift cards to be issued.  Due to privacy and customer confidentiality provisions, Direct Energy can only discuss the status of accounts of customers referred by Ms. ******** with the account holders or authorized individuals; however, we encourage Ms. ******** to reach out to her family and friends to discuss the status of their accounts to determine which referrals may have met the qualifications to receive the gift cards.

  Thank You,

  Judy
  Direct Energy
  Escalations Associate
  

  Customer Answer

  Date: 01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:11/01/2022

  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 3/2/2022 I signed up with this company. Since10/3/2022 I have been trying to have a maintenance check on my cooling/air conditioning unit as per the contract. It is on 10/27/22 and not one person from Direct Energy has called me back as promised nor has anyone from the companies they assigned my request to has returned my calls. It states that if the company does not call me within 48 hours that I can contact them directly (doing their job that we pay them for). 26.39 monthly for this service. 10/3/2022, they assigned Yantra Air LLC, I called the company on 10/6 and there mail box was full, I could not leave a message. 10/7/2022 I called Direct Energy spoke with Cathy and she assigned ******** A/C & Heat Solutions and was to call them and then call be back the next day. She never called me back. 10/9/2022 I called Direct Energy (3rd time) and spoke with William. Explained my situation, he assigned ******* Heating and Cooling company. Said I should not have an issue. No Call 10/15/2022 called ******* Heating and Cooling Company spoke with Rose, not call back. 10/24/2022 called Direct Energy spoke with a clerk who assigned ******* Heating and Cooling Company AGAIN. I asked to speak to the manager. His name is Stanley explained my situation, he called ******* Heating they were to contact me. I requested for him to set the appointment up by the end of the week. He promised he would call me back the next day and still HAS NOT. Direct Energy did offer me the option to find someone to do the maintenance and submit the bill to Direct Energy and they would re-imburse me. I am new to Florida and do not know of a reputable company, and do not trust this company to re-imburse me. This is the service I pay them for. My issue still isn't resolved. Direct Energy will YES you....tell you what you want to hear, they all lie about the services, about being open 24/7... cleaning the vents, etc. DO NOT USE THIS COMPANY.

  Business Response

  Date: 11/04/2022

  November 4, 2022           
  
  Better Business Bureau
  The Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Case # ********– Paula ******
  
  
  To Whom It May Concern:
  
  Direct Energy Protect Plan (DEPP) sincerely regrets any inconvenience the customer may have experienced. DEPP has contacted the customer with regards to the AC Maintenance claim and in order to avoid any further claim delay, we have offered the customer the option to either have the work completed by their own service provider and be reimbursed later based on the contract terms and conditions or take a No-Diagnosis Cashout. Customer has accepted the latter option. We have processed a cashout and communicated to the customer the time frame in which they can expect to receive the check. DEPP will continue to follow up with the customer to ensure completion.
  
  
  If there are any further questions or concerns, please feel free to contact me directly. 
  
  Sincerely,
  
  Sowmya ******
  Customer Relations Specialist
  

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  ( I do except the cash out, however I do not want to close out this complaint until I receive the cash out check and it clears.  This company signed me up as a client, took my money monthly 

  knowingly that they could not provide a contractor to service my claim.  Once I receive and the check clears then I will close out this claim.

  Attached is the email they sent me not stating that I except the cash out, only for ME to find a company.

  
  Regards,
  
  Paula ******
   

  
  

  Business Response

  Date: 11/15/2022

  November 14, 2022        
  
  Better Business Bureau
  The Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Case # ********– Paula ******
  
  
  To Whom It May Concern:
  
  Direct Energy Protection Plan (DEPP) is in receipt of the customers rebuttal. We have been in communication with the customer via email on the check details and timeframe. The cashout check was processed, mailed out as of 11/8/2022. Customer can expect the check to arrive in the next few days. We will continue to work with customer to confirm the check receipt. 
  
  Customer has also been made aware that they can send us a paid invoice upon completion of service for further review for reimbursement based on the terms and conditions if it exceeds the cashout amount we have already offered.
  
  Again, we do apologize for any inconvenience the customer may have endured. If there are any further questions or concerns, please feel free to contact me directly. 
  
  Sincerely,
  
  Sowmya ******
  Customer Relations Specialist

  Customer Answer

  Date: 11/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

  I have received and cash the check.  I have canceled my two plans with this company, since they cannot provide the services I was paying for. They should have

  checked my area code to see if they have companies that will work with them.   I have wasted my money!!!

  
  
  
   

  
  

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service 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.

  Since I git this plan I get harassed for payment every month they shut my power once I show them proof the payments went out and it doesn't matter to them they are cold-hearted ********, This month because of covid I had an agency with the Jewish family service send out a check for me a week ago today the customer service agent sounds like a robot they cannot think for themselves anymore that Is very scary. I want a resolution that they will stop harassing customers understand that the electric companies are gouging their customers by raising prices to amounts that are unaffordable and they caused the effect that is going on today so they should be patient in getting paid you screw your customers you reap the benefits it is as simple as that.

  Business Response

  Date: 08/12/2022

  In October of 2021, Direct Energy performed a system upgrade which required the issuance of new account numbers for Direct Energy customers. Direct Energy issued notice of the upgrade to impacted accounts, which provided Mr. ********* with important information regarding his account including no changes to the current Live Brighter 33 plan and agreement.
  
  On October 20, 2021, Mr. ********* advised Direct Energy that an agency would be processing payments to the account due to a loss of work. Mr. ********* was offered a payment arrangement but declined and advised he would wait for the agency to make the payment.
  
  On November 02, 2021, Mr. ********* contacted in via chat to advise a payment of $381.84 was mailed in. Mr. ********* was advised the payment had not posted to the account as of date.
  
  On November 16, 2021, Mr. ********* scheduled a one-time payment via Web for $108.99 to be drafted on November 29, 2021.
  
  On November 29, 2021, Mr. ********* was notified via email that the scheduled payment was declined by the bank.
  
  On February 15, 2022, an invoice was sent for $138.99 due by March 3, 2022 for the billing period of January 13, 2022 through February 14, 2022 with a Surge Protection plan of $4.99 and Current Average Billing Charges of $134.00.
  
  On March 8, 2022, a Disconnection Notice generated for $134.00 due by March 18, 2022 to avoid interruption.
  
  On March 9, 2022, a payment of $138.99 was processed to the account.
  
  On April 14, 2022, an invoice was sent for $161.99 due by May 2, 2022 for the billing period of March 15, 2022 through April 13, 2022 was a Surge Protection plan of $4.99 and Current Average Billing Charges of $157.00.
  
  On April 25, 2022, Mr. ********* contacted Direct Energy to request an extension. An extension was granted until May 23, 2022.
  
  On May 5, 2022, a Disconnection Notice generated for $157.00 due by May 23, 2022 to avoid interruptions.
  
  On May 13, 2022, an invoice was sent for $376.78 due by May 31, 2022 for the billing period of April 13, 2022 through May 12, 2022 with a balance forward of $161.99, Surge Protection plan of $4.99, Collection Recovery fee of $29.95, Late Payment Penalty of $7.85, and the Current Average Billing Charges of $172.00.
  
  On May 15, 2022, Mr. ********* made two payments via Web for $47.00 and $59.78, totaling $106.78.  
  
  On May 24, 2022, a disconnect was processed after the remaining balance on the Disconnection Notice was not processed. Mr. ********* contacted Direct energy and processed a payment of $42.37 for the electricity balance and the late payment penalty of $7.85 was waived as an annual courtesy. A reconnect request was issued.
  
  On May 30, 2022, Mr. ********* made two payments via Web for $60.00 and $60.78, totaling $120.78. Mr. ********* scheduled a one-time payment of $99.00 to be draft on June 12, 2022.
  
  On June 3, 2022, a Disconnection Notice generated for $89.02 due by June 13, 2022. Mr. ********* contacted Direct Energy and advised he has a scheduled payment for June 12, 2022 and the Disconnect Recovery fee of $29.95 was waived as an annual courtesy.
  
  On June 12, 2022, Mr. *********** scheduled payment of $99.00 was processed.
  
  On June 15, 2022, an invoice was sent for $186.44 due by July 1, 2022 for the billing period of May 12, 2022 through June 13, 2022 with a late payment penalty of $4.45, Surge Protection plan of $4.99 and Current Average Billing charges of $177.00.
  
  On June 22, 2022, Mr. ********* scheduled a one-time payment of $96.44 to be drafted on July 8, 2022.
  
  On July 6, 2022, a Disconnection Notice generated for $181.45 due by July 18, 2022.
  
  July 8, 2022, Mr. ********* was notified via email that the scheduled payment was declined by the bank. Mr. ********* contacted via Web and was advised the payment was declined by the bank.
  
  On July 10, 2022, Mr. ********* made a payment via Web for $88.00.
  
  On July 11, 2022, a payment of $98.00 was processed to the account.
  
  On July 15, 2022, an invoice was sent for $232.23 due by August 1, 2022 for the billing period of June 13, 2022 through July 13, 2022 with a balance forward of $00.44, Collection Recovery Charge of $29.95, Late Payment Penalty of $8.85, Surge Protection plan of $4.99, and the Current Average Billing Charges of $188.00.
  
  On August 4, 2022, a Disconnection Notice generated for $226.80 due by August 15, 2022.
  
  On August 5, 2022, Mr. ********* contacted Direct Energy to confirm if his payment had been received. Direct Energy confirmed that the payment was not received yet and to confirm with the agency that the payment was sent.
  
  Resolution
  Direct Energy apologizes for any inconvenience these proceedings may have caused Mr. *********. After review of the account, Mr. ********* has been billed in accordance with the Terms of Service Agreement (TOSA) and the Electricity Facts Label (EFL) of the Live Brighter 33 plan. The TOSA advises, “We charge a 5% penalty on each late payment” and “We may charge you a Collection Recovery Fee of $29.95 each time we initiate collections activity or provide you a written disconnection notice. The Collection Recovery Fee will be assessed regardless of whether your electric service is disconnected.” A payment arrangement or scheduled payment does not prevent fees from applying if the payment is not posted by the due date of the monthly invoice. As an annual courtesy, Direct Energy waived the Late Payment Penalty on May 24, 2022 and the Disconnect Recovery Fee on June 3, 2022. At this time, no adjustments are warranted.
  
  Please note the Texas electric market is deregulated for retail electric service; therefore, retail electric providers are not required to receive Commission approval of the rates they offer to customers. Although this means the providers set rates at their sole discretion, 16 Texas Administrative Code (TAC) § 25.475(g)(2), relating to pricing disclosures, requires providers to disclose all pricing information in its EFL. The disclosure must specify whether a plan has a fixed, variable, or indexed rate. Combined with the disclosures in a provider’s terms of service agreement (TOSA), the EFL directs how a provider charges each customer for electric service. At the time of renewal, Mr. ********* was provided with the plans EFL and TOSA and agreed to the Live Brighter 33 plan.

  Customer Answer

  Date: 02/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   On February 9, 2024, I got my last bill with Direct Energy I left Direct Energy because I kept getting emails my contract was almost up to renew my plan. I decided not to renew my plan with Direct Energy because they have raised their prices to a ridiculous level. I left as i didn't want to renew so they are charging me 135 for supposedly leaving early. I will pay them 203.00 for the plan I had with them and I will do it in payouts but I will not pay 135 for early leaving since my contract was practically up.
  

  Business Response

  Date: 02/15/2024

  Direct Energy’s records indicate Mr. *********** account was active at his most recent address from January 31, 2023, to February 8, 2024, and his account was enrolled on the Direct Energy Live Brighter 33- month plan effective September 1, 2021. 

   On January 18, 2024, Mr. ********* was sent a contract expiration notice (CEN) included with his monthly invoice for billing dates December 13, 2023, to January 17, 2024.  Per the invoice and CEN “Your current plan is effective through your meter read on or after June 11, 2024.”  Additionally, the CEN states “While no immediate action is needed, we wanted to let you know that your current fixed-rate electricity plan will expire with your first meter read on or after June 11, 2024. Please be aware that your current cancellation fee still applies.”

   

  On February 7, 2024, Direct Energy received notice that the service at Mr. *********** address were switching to a different REP effective February 7, 2024, therefore Mr. *********** account assessed an ETF. 

   

  Resolution

  Direct Energy regrets any inconvenience these proceedings may have caused Mr. *********; however, the account has been billed in accordance with the EFL for Direct Energy Live Brighter 33- month, TOS, and the actual (not estimated) meter reads provided by Mr. *********** transmission distribution service provider (TDSP). As previously detailed, on January 18, 2024, a contract expiration notice (CEN) advising that Mr. *********** contract expiration date was approaching, but no immediate action was necessary and that the associated cancellation fee was still in effect.  As such, no adjustments are warranted.

  Business Response

  Date: 02/28/2024

  As previously detailed, on January 18, 2024, a contract expiration notice (CEN) advising that Mr. *********** contract expiration date was approaching, per the CEN: “While no immediate action is needed, we wanted to let you know that your current fixed-rate electricity plan will expire with your first meter read on or after June 11, 2024. Please be aware that your current cancellation fee still applies.”  As such, no adjustments are warranted.