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

  
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  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:19/07/2022

  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 received Correspondence advising that my fixed rates were ending as of September 30, 2022. The letter advises to call before August 20, 2022 to renew. I was told when I signed up my rate would stay until I asked for a lower rate if they went down after the 3 year period. I remember specifically saying just like my cell phone **** once Ive paid off the phone my **** remains the same. The guy said yes , unless I call for better plan, and therefore I signed. Anyhow the correspondence gave me two options which are almost double what I already pay of ****kw and **** gj. I contacted them and asked if they could go lower. They advised that I could get **** kw and ****gj if I locked in now. This would mean I would lose 2.5 months of paying at a lower rate until sept 30th. How ridiculous and misleading is that! I contacted someone again and asked if I called on August ************************************************************************************ September 30. I was told I would have to start paying the higher rate when I call on August 20. The plan that I signed up for at ******* gives me **** kj and **** gj. Why would I want to lose those rates prior to September 30. I find this unreasonable and the wording on the correspondence I received indicates that the new fee would start as of September 30. This is false information. I would like to remain with the company however other companies have offered me similar to if not lower rates than what I was offered today to start on October 1. I am a loyal customer I have never had issues with my billing. I dont go months without paying we have been with direct energy for 12 years now and I feel the wording is miss leading and Im debating on making a complaint with the Alberta commissioner. I find it surprising that the company would rather lose me as I was advised on the phone today I could leave it anytime than have a client who pays their bills. Based on complaints in the news and on here it appears many dont pay.

  Business Response

  Date: 21/07/2022

  Resolution: 

  • Upon review, on July 18, 2022 the customer called regarding the renewal they received. The customer has been inquiring with other companies about rates and wanted to know what was the best rate they could get. The agent transferred the customer to the loyalty department. 
  • The agent in the loyalty department advised the customer they can provide a rate to start by July 31, 2022 at the latest. The customer states that their contract is not up for renewal until September 30, 2022. The agent advised that the rates are only available for July. The agent offered a 3 year plan of $**** per GJ and $**** cents per kWh. The agent advised the rates were the best they could offer at that time and that the rates can change the next month. The agent recommended the customer call at the end of the month to inquire about the August 2022 rates. The customer inquired if there is a better rate as they are a long-time customer. The agent advised the rates they provided are the best they can offer.
  • On July 18, *************************** again and asked to speak to the loyalty department and was transferred. 
    
  • The customer states they had called earlier and have spoken to other companies regarding rates. The customer inquired about being offered a plan which would need to be enrolled immediately instead of on her renewal date. The agent explains that the plans offered change from month to month and advised the customer they can wait to see what the next months rates are. The customer inquired if there is anything they can do for loyal customer, stating they believed the promotion they are offered was the same as what is offered new customers. The agent advised the rates the customer was offered were not available for new customers and they are lower than the rates offered to new customers. The agent advised the plan rates are set and they are not able to make changes to the rates.  
  • On July 18, 2022 the customer called later again the same day. The customer was transferred to the supervisor department.   
    
  • The customer inquired if the information they were provided earlier in the day was correct that if they are renewing in September, they have to enroll right now and pay the higher rate when their contract doesnt expire until September. The agent advises the rates are month to month and they cannot be back dated and asks what rates the customer was offered. 
  • The agent clarified with the customer when they want to apply the new rate and the customer stated they want it applied in September. The agent incorrectly states the prior agent should have been able to apply the rate for September. The agent has been coached accordingly. 
  • The agent stated they inquired further about applying the current rate for the contract renewal date, and advised the customer they were not able to apply the plan offered for a future date, it would need to be applied for the current month. 
  • The agent goes over the plan the customer was offered and advised of other plans for different terms and incentives. The agent advised the renewal rates are higher than the plan rates the customer was offered.  
  • The customer inquired if the renewal plan had to be applied right away and the agent incorrectly advised it would. The agent has been coached accordingly. 
  • The plans offered in the renewal package the customer received are applied to the contract renewal date. The package advises the customer to contact us prior to August 20, 2022 to have their chosen plan applied to the account as the offers expire on this date. Renewal offers cannot be applied sooner than the contract renewal date. The customers are billed for their current contract rates until the contract expires and the renewal contract begins. 
  • The plan the customer was offered on July 18, 2022 is for current customers and these plan rates change from month to month and can only be applied to the account in the month they are offered. These offers expire and become unavailable when the month is over. The rates for all plans are pre-determined and cannot be changed.
    
  • We contacted the customer and explained the difference between the plan they were offered on July 18, 2022 and the renewal plans the customer received and when each can be applied to the account. We advised the customer the plan rates are pre-determined and cannot be changed. The customer understood and will contact us again when they make their decision. 

  Customer Answer

  Date: 21/07/2022

  
  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,
  
  ***********************