Business Profile

Utility Contractors

Direct Energy

Complaints

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

Customer Complaints Summary

43 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:10/01/2024
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.
I had a bill in October for ****** I paid *** Oct ** and ****** Oct **. I canceled and switched to a different energy provider. The keep sending a bill threatening collections for ****. I have called them and asked what are the charges for?? I was told it was a mistake and have an email saying I overpaid my last bill by ****$ I kept getting letters for the **** so I paid **$ so it would not go to collections. I am still getting letters for collections. This will ruin my credit history. I have called numerous times to get this resolved and no one can explain what these charges are for I feel like someone is scamming me and ruining my credit history.
Business Response
Date: 11/01/2024
Resolution:
On ******2023 the customer ended service with **************************/01/2023 the final bill was issued consisting of a balance forward of $****** and new charges of $****** for a total final bill amount of $****** due *****/2023. No payments were received resulting in a late fee of $**** being applied to the account. *****/2023 a payment is received in the amount of $*** bringing the balance due down to $******. *****/2023 a payment is received in the amount of $****** bringing the balance due down to $****. *****/2023, the customer called in to see why they were still receiving late *******************Agent applies a one time good will credit of $** to account clearing balance owed and leaving account with a credit of $****.

On *****/2023 the customer called in advising they were still receiving letters advising they had a balance due. Agent incorrectly advised there was a balance of $**** still due. The customer made a payment of $***** to clear it resulting in the account now having a credit of $11.02.It appears these issues arose during our recent system migration. We have confirmed with our internal collections team this has been corrected. All collection attempts were internal attempts and no collection agencies were involved so no risk to the customers credit rating. I have spoken with the customer and provided the resolution.
Customer Answer
Date: 11/01/2024

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
Date:04/01/2024
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.
In June Direct Energy seems to have forgotten how to bill for utilities. I got * bills in June, including one on June * for $****** that won't download or print - I have requested a copy of it several times and have yet to receive it. With all of the invoices and payments they have applied to my account since June *, as of November it added up to a credit balance of $****** and the charges listed on my November bill total $******, but they took $****** out of my bank account! I had the bills averaged over the year so I paid the same amount every month and then they started going crazy with my bills fluctuating from $-****** (credit) to that $****** bill. They sent me a bill for December for $****** and then * days letter sent me another invoice for December for $********!!! I have been trying to get a response to my inquiries about why their billing has become so chaotic and unfathomable. there are only two people in this house and for power, they have fluctuated wildly as to how many KWH or KJ they say we have used. There is no possible way a household of * could use over ***** kwH of power in one month! There is no way I can, or want to pay a $******** bill just after Christmas when nobody is even attempting to explain their mess to me. This is going to begin to affect my credit after this week, and if at all possible I want to prevent that from happening. I have told them several times that I WILL pay what I owe, but I need someone to go over my account and explain why it is so high.
Business Response
Date: 12/01/2024
Resolution: ****************** received notification of a bill being ready for review June *, 2023. Due to errors on the bill, this bill was then reversed and a corrected bill issued. This has resulted in the incorrect bill no longer being available for download in the system. At that time the Budget Payment Plan differential was a debit amount of $*******. In September/October we notified our customers through several channels of the upcoming change from Budget Payment Plan to Average Monthly Billing. The new average monthly billing recalculates and adjusts payments every month so the customers payment might differ a bit 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. This resulted in a higher bill when the first average monthly billing invoice was generated. The differential at the time was $*******. ******************** billing went from the Budget amount of $*** per month to bills of $$***/October,$***/November. Decembers billing began to come down as the differential decreased and was issued in the amount of $****** due. ****************** ended service with Direct Energy on ******2023. A final bill, including deferred charges, was issued *****/2023.

All invoices, except the canceled invoice from June *** that no longer exits, have been provided and a ** month account reconciliation has been created for ******************. I have spoken with ***************** and we will continue to work together on this.
Initial Complaint
Date:02/01/2024
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.
They changed me from budget to average billing and said I accumulated over $**** in charges, then my contract ended and they switched me to variable rates, my bill in Oct was $***, Nov over $*** Dec over $*** my credit card has been making the payments, my credit card is maxed out now and direct energy just keeps trying to take more money, is there nothing protecting the consumer against these rates?
Business Response
Date: 12/01/2024
Resolution:

Customer was on a fixed rate contract from ********** to *********** Renewal packages with new fixed rate offers were sent to the customer on ********** and **********. No response was received. Account billed on Flex rates from o********* to present. November 2023, Direct Energy completed a full system update/upgrade. The Budget Payment Plan was discontinued as an option and was replaced with the Average Monthly Billing Plan at the same time. Information was sent out to customer in September and October advising of this upcoming change. At the time of the switch over, the Budget Payment Plan differential on this account was at a debit amount of $*******.

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 $0.00 and not having larger adjustments every * months.

Offers of a new fixed rate contract were provided to customer as well as the option to receive an extension on their current bill,or the offer to set up a payment plan to help with the high bill. Attempts to contact the customer were unsuccessful.
Customer Answer
Date: 15/01/2024

Complaint: ********

I am rejecting this response because: I received 1 call from them, they said they would call back on the Friday but didn't and also said on the same message that if they can't get a hold of me on Friday they would call midday, neither of which happened, they are ***** and I have closed my account, I don't want them to call here again, im done

Sincerely,

*******************
Business Response
Date: 15/01/2024
******2024 BBB complaint is received from *******************

*****/2024 First call attempt is made at ***** am MST to ********** Voice Mail is left with return contact information

*****/2024 Second call attempt is made at **** pm MST to ********** Voice Mail is left with return contact information

*****/2023 Third call attempt is made at ***** am MST to ********** Voice Mail is left with return contact information.

No return calls were received
Customer Answer
Date: 15/01/2024

Complaint: ********

I am rejecting this response because: waited for your call based on the voice mail you left on Jan ***, you'll try that day at * or Monday which was the ***. You didn't honour that timeline your company has maxed out my crefit card and caused me and my fsmily hardship, and I have cancelled, so im not answering anything more from direct energy

Sincerely,

*******************
Initial Complaint
Date:02/01/2024
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 am writing to file a formal complaint against Direct Energy regarding a billing issue and an unauthorized fee that I have incurred due to their error. Despite admitting their mistake, Direct Energy refuses to remove the fee and insists that I must pay it. In October, I contacted Direct Energy to inform them about my upcoming move and requested the transfer of my Average Billing Plan to the new address. However, instead of transferring the plan as requested, Direct Energy mistakenly canceled the Average Billing Plan altogether. As a result, I was charged an unauthorized fee of $***. Upon discovering this error, I immediately contacted Direct Energy's customer service to rectify the situation. I explained the mistake made by their representative and requested that the fee be removed from my account, as it was a ********************** result of their error. However, to my disappointment, I was informed that Direct Energy will not remove the fee and insists that I am responsible for paying it. I find this response unacceptable and unfair. Direct Energy admitted to their mistake in canceling the Average Billing Plan instead of transferring it, which directly caused the unauthorized fee. As a loyal and responsible customer, I should not be held accountable for their error. I have been a customer of ******************** for 5+ years, and I have always paid my bills on time. I have never encountered any issues or disputes until now. It is disheartening to see a company that I have trusted and relied upon for my energy needs refuse to take responsibility for their own mistakes. I kindly request your assistance in resolving this matter. I believe it is unjust for me to bear the financial burden of Direct Energy's error. I request that Direct Energy immediately remove the $*** fee from my account and ensure that this billing issue is rectified without further delay.
Customer Answer
Date: 03/01/2024
Account number is ************
Business Response
Date: 09/01/2024
Resolution:

A case was created to have the customer placed back on Average Monthly Billing Plan and the differential amount that had been applied to the bill moved back to the differential. This has now been completed and the bill has been adjusted to reflect this correction.
I have spoken with *********** and gone over the steps taken to correct this issue.
Initial Complaint
Date:07/06/2023
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.
My friends and family keep getting calls from *** collections about a direct energy bill that I have not paid. I have never lived in the city they are referring to until very recently, and I have never even set up an account with ******************** so this does not make any sense. I called them twice and keep getting transferred around until the call drops.
Business Response
Date: 07/06/2023
Hi, more information is required for this complaint. We need address, account number preferably, or site id something to identify the account.
Regards,
Customer Experience Team
Customer Answer
Date: 07/06/2023

Complaint: 20156490

I am rejecting this response because:

I do not own any property so I dont know about any account information for this address. I cant have been automatically enrolled since I do not own any property. I have not signed up for any services so I do not have an account or bill number or address. I have no access to address and dont even know where it is so I have not gotten any letters.
The address provided to me by CBV collections was **************************** **.
Do I need to file a police report for identity theft?

Sincerely,

*****************
Business Response
Date: 08/06/2023
On September 6, 2022 a web enrollment request was received with mailing address ********************************************************** and with site IDs provided ************* and *************.
On September 7, 2022 a welcome letter was sent to email address ************************** and mailing address ****************************************************************
On November 30, 2022 a reminder letter was sent to email address ************************** and mailing address *************************************************************** advising of an overdue balance of $409.44.
On December 1, 2022 automated outbound call attempts began to collect the overdue balance.
On January 4, 2023 a reminder letter was sent to email address ************************** and mailing address *************************************************************** advising of an overdue balance of $765.44.
On February 9, 2023 a pending de enrollment letter was sent to email address ************************** and mailing address *************************************************************** advising of an overdue balance of $1275.84 to be paid by February 23, 2023 to prevent de enrollment..
On March 16, 2023 the contract ended and the services were sent to the regulated providers.
As address ********************************************************** and with site IDs ************* and ************* were enrolled through web request, the charges for the period of enrollment from September 17, 2022 to March 16, 2023 are valid.
We contacted the customer and advised the ******************** for address ********************************************************* and with site IDs ************* and ************* were enrolled through web request and the charges for the period of enrollment from September 17, 2022 to March 16, 2023 are valid. The customer stated they will file a police report and will send it to email address provided of *****************************************************
Initial Complaint
Date:31/05/2023
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 introduced Direct Energy promotion in ******* located in *********. I told the person that I can't make decision about my family's energy provider right now. He asked me to leave my information, I thought he gathers the information so he or Direct Energy can give me more information, I filled the information he asked and left *******. A few days later, I was told by my current energy provider that my family's energy plan is transferred to Direct Energy. My wife and I knew something is wrong, so we ask our energy provider to reverse that switch, my current energy provider switched my electricity plan but for some reason did not switch the natural gas, now we receive the bill from Direct Energy, so we called Direct Energy why our plan was transferred to Direct Energy, the Direct Energy customer service said ******************** has the contract, then we ask her to email us the contract, she did. We checked the contract, it has my wife's phone number and her email address, but the signature was not my wife's name, nor my name, it was not signed by my wife, nor by me. My wife was never contacted by Direct Energy's sale person, it was not possible she had signed that three characters. We asked Direct Energy to correct this error immediately, but she said that Direct Energy needs time to investigate and get back to us. Most likely the sales person used the information he gathered from me and faked this contract. The mistake has not been fixed, Direct Energy is still our natural gas provider, the bill ( about **** )has not been voided.
Customer Answer
Date: 01/06/2023
See attached document.
Business Response
Date: 02/06/2023
On March 18, 2023 an enrollment for address ************************************************************************* with site IDs *************/ ************* was completed to begin on March 29, 2023.
On March 29, **************************** ************* with address ************************************************ ** was picked up by another retailer. The gas site ID ************* continued to bill with Direct Energy.
On May 29, 2023 the customer called stating they didnt request to enroll for services. The agent submitted a request for further investigation.
On May 31, 2023 the agent completing the investigation reviewed the enrollment call and the customer agreed to the terms and conditions of the contract. The agent attempted to contact the customer to advise the charges are valid, but was unsuccessful.
As the customer has advised the enrollment was fraud, a copy of the police report of the fraud is required prior to making corrections on the account.
We spoke to the customer and advised to send a copy of the police report of the fraud and provided email address *****************************************************.
Customer Answer
Date: 02/06/2023

Complaint: 20122881

I am rejecting this response because:
It was not possible ************************* had signed the contract, nor did she talk with the agent from Direct Energy in ******** The name on the signature was not her name, the signature is not hers. Direct Energy needs to send ** formal document to explain why they think the contract is valid, what evidence supports their claim. In the meantime, we will report this fraud to the ******* Policy.

Sincerely,

*****************
Initial Complaint
Date:18/04/2023
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.
- NOT ABLE TO COME TO A RESOLUTION On January ** 2023, a Direct Energy services agent offered to sell me a promotion while informing me of the benefits of their fixed rate services. At the time I had no knowledge of their two entities, Regulated vs Fixed. After I told him that I had closed my previous account as of Nov. **/22 and no longer reside at the address for that account, and was not in need of their services currently, he assured me that I would not accumulate any charges to take advantage of the promotion. I was comfortable to sign the **** contract because it seemed that this would be just a simple change/alteration under my existing profile. What he did not make me aware of while he was gathering information for the contract on the ****, was that during this process with his back end team he created a second account under a new number for this transaction with the OLD ADDRESS which would activate a new charge to facilitate the promotion and cunningly included my current landlord address as an alternate billing address. During discussions with them about options to remove this charge, I suggested that a possible solution would be to reopen the account with the charge and use any former address of mine so that they could delete the balance and then close off that account as I do not need two separate accounts on my profile. Ironically they told me they would not do that, yet they were quick to use my former address to incur a charge.
Business Response
Date: 25/04/2023
On January **, 2023 the services were signed for the address of ****** ************* / ******* with site **************** to be effective January **, 2023 under the name of *********************** with new account number ************ at a ******* Kiosk.
On February *, 2023 the services for the address of ****** ************* / ******* with site **************** was cancelled as the site was picked up by another retailer.
On April **, 2023 we received a call from the customer inquiring about their new account. The customer was advised that the enrollment was processed at ******* based on the information provided by the customer. The customer was transferred to a supervisor.
The supervisor advised the charges on the new account are valid, however the customer wants further investigation. A case was created.
On April **, 2023 a verification call was requested, the agent working case reviewed the verification call and the customer agreed to the Terms &Conditions to enroll the services for the address ***-************* ** / ******* with site ****************. The enrollment was completed based on the information provided by the customer.
On April **, 2023 email correspondence was sent to customer advising the charges from January **, 2023 to February *, 2023 are valid.
Upon reviewing the verification call received on April **, 2023 the customer provided the service address of **************************** ** / ******* and agreed to the Terms & Conditions of the enrollment. The charges of $***** are valid for the period of enrollment January **, 2023 to February *, 2023.
Customer Answer
Date: 26/04/2023

Complaint: ********

I am rejecting this response because: I was not residing at the address for the period which these charges are billed. All of my communications with this business in ***** was regarding disputing the invalid charge. Furthermore the communication from the agent about the entirety of the transaction was misleading.

Sincerely,

***********************
Initial Complaint
Date:13/04/2023
Type:Order 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 was locked into a 5 year contract and then out of the blue my account is canceled with 4 years left on my contract. I call and am told another service provider took over the service, which I didn't have any knowledge of. They couldn't tell me the "new" service provider and would not reactivate my account at the rates I had been locked into with my contract.
Customer Answer
Date: 13/04/2023
Account Number with ******************** is ************
Business Response
Date: 17/04/2023
On March **, 2023 the gas site ID ************* and the electricity site ID ************* for address ************************************************************* were picked up by another retailer.
On April **, 2023 the customer called as they wanted to have their services re enrolled the customer had not requested to cancel their services.
On April **, 2023 correspondence was sent to the customer incorrectly advising the prior plan could not be reactivated and a new plan would need to be selected.
On April **, 2023 the gas site ID ************* and electricity site ID ************* for address ******************************************************** have been re enrolled and the prior contract recovered for services to begin on April **, 2023.
We contacted the customer and advised we were able to restore the prior contract on the account as of April **, 2023. The customer advised they had enrolled with another retailer and reinstated their services with them.
Customer Answer
Date: 17/04/2023

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. The only thing I wish is that Direct Energy would have informed me that they were going to ********** my contract as I had already contacted another service provider and then had my services with them disconnected as unknowingly to me, Direct Energy had taken back the account. I then contacted the new service provider again to re-enroll with them. It wasn't until after I did that, that I heard from Direct Energy on their response to reinstate my contract.

Sincerely,

*****************************
Initial Complaint
Date:12/04/2023
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 have been dealing with direct energy for several years for power and gas. I was on a fixed term rate for power and gas contract. I had moved in July 2022 from **** **** ****** ***** *** In June I contacted direct energy to move my services to the new address *******************************************************. after a couple months of living at the New address I noticed that something was off with my bills. I contacted direct energy and they informed me that I was not on the contract anymore due to them only switching one service over to the new address. After several hours trying to get it sorted I was told they could not put me back on my contract due to them canceling it when I moved. I then signed up for a new contract at a much higher rate. At this time there was supposed to be a case file opened to look into their mistake and I would be contacted within 10 days. Months went by with no call. I had tried contacting direct energy several times and got several more someone will contact you. In February I received a bill that was much higher that previous bills. I phoned again. A Direct energy supervisor informed me I was never put back on the second contract agreed upon and they had even back charged me for an even higher rate for 3 months due to me paying a non contract rate. I was given the same speech by another supervisor that a case file would be opened and I would be contacted. Since then I have called several times. Had been informed that they were still working on it and not to worry. I was assured that my power and electricity would not be affected. I even asked what I should do at this point. Several supervisors told me to do ok nothing until I was contacted by a case supervisor. On April *********************************************************** j******* of being disconnected. I phoned and talked to a supervisor which gave me the exact same speech. I have tried and tried to get this resolved countless hours on the phone with no response from direct energy.
Customer Answer
Date: 12/04/2023
Hi ***. Thank you for getting back to me. My direct energy account number ** ************
if you require any additional information please let me know. Thank you
Business Response
Date: 17/04/2023
- On June *, 2022 the renewal package was sent to the customers mailing address of ************************************************** **.The fixed rate offers in the renewal package expired as of July **, 2022 as indicated on page 3.
Customer Answer
Date: 17/04/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

*******************
Initial Complaint
Date:08/03/2023
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.
Services are from Oct 2021 - March 1 2023 with Direct Energy I phoned to cancel my services with them and they had the completely wrong house on their file. I lived at **************************************************, they had **************************************** on their file. My email notification each month just has a name, account number and what I owe, no address. ******************** states because I did services online it is my fault. I told them I literally didnt have another option. They do not have a building you can go into, when I phoned I would get disconnected on or hung up on. Even when I phoned to cancel my services I was hung up on and could not get through. The man on the other end was patronizing, saying people often call and get the address changed when they notice. I did not notice the error, if I did I WOULD HAVE PHONED AND CORRECTED IT.Because I was getting emailed notifications with the bill, and I had heat on during the duration, I didnt notice.The household that has been getting free heat didnt get in contact. I am willing to take some responsibility but the address should be on every single paper / email they send so this doesnt happen again. My landlord says the total amount is $1500 from Oct 2021 - March 2023, I have spent over $2,655 on someone elses heat! I am obviously very upset about this and want this fixed correctly. My last bill with direct energy is $312. I told them I will pay for the CORRECT house bill. I have never been late on a payment with them. They have not helped me at all, its the LEAST they could do!Do I have to go and knock on the door of the residence they have on file? We had to move from the residence because we couldnt afford it. Direct Energy has done nothing to help me, and ** at my ***** end.
Business Response
Date: 09/03/2023
Resolution:
- Upon review, on October 20, 2021 a web enrollment request was received with mailing address provided of ************************************************ as well as site ID *************. The enrollment was completed as requested with the services to begin as of October 31, 2021.
- On October 29, 2021 the welcome letter and contract were sent to email address of *******************************. The welcome letter requested the customer to review the information provided and to contact Direct Energy with any concerns.
- No communication was received from the customer.
- The customer has enrolled for ebilling which provides the customer a link to view the full statement monthly and is sent to email address *******************************.
- The customer has created an Online Account Manager profile and the account history shows the customer accessing their Online Account Manager, which also provides a full statement view monthly.
- On February 24, 2023 the customer called to request to end their ********************. The agent advised they were processing the cancellation for address ************************************************. The customer advised their address was ******* ***********************. The agent created a case for further investigation.
- On March 1, 2023 correspondence was sent to email address ******************************* advising the customer the address ******************************************************* and site ID ************* were provided through web request and the charges are valid for the period of enrollment from October 31, 2021 to March 1, 2023.
- On ******************** 7, 2023 and March 8, 2023 the customer called regarding the resolution provided and the customer was advised as the enrollment for ************************************************ with site ID ************* was requested through web enrollment and the charges are valid.
- As the customer requested to enroll address ******************************************************* and site ID ************* through web request, the charges for the period of enrollment from October 31, 2021 to March 1, 2023 are valid.
- We contacted the customer and advised the customer requested to enroll address ******************************************************* and site ID ************* through web request, the charges for the period of enrollment from October 31, 2021 to March 1, 2023 are valid.
Customer Answer
Date: 13/03/2023

Complaint: ********

I am rejecting this response because:
This is not good enough!! What about company morale!!
there is over $1000 difference in charges.
As Ive been waiting to get this dealt with I have been give a late charge.
if you are not going to correct the mistake can you they at least get rid of the late charge and I will pay the bill.

Sincerely,

****************************
Business Response
Date: 14/03/2023
Upon review of the last statements generated on the account, there are no late payment penalty fees applied on the statement generated on February 16, 2022 and the balance owing was $212.33. The final statement generated on March 6, 2023 does not have a late payment penalty applied and the late payment penalty date is March 24,2023. The total balance due is $349.99, which includes the prior unpaid charges of $212.33 plus the current charges of $137.33. As there are no late payment penalties, there is no fee waiver to be considered.
Customer Answer
Date: 15/03/2023

Complaint: ********

I am rejecting this response because:
I am never going to be satisfied by this response from direct energy. Its the wrong address. I have spent over $2655 giving someone else rent and literally no one cares. What a complete waste of time.
Regards,
****************************

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