Complaints

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:07/05/2025

  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'm sending this complaint about Direct Energy as I found out that they were looking after my *********** bill after a technical error happened with Enmax, where I renewed my contract with them and it didn't properly submit which then triggered Enmax to send my info over to them. However they never informed me over any of this transaction until on May * 2025 my Gas was turned off after ** months of non payment, as per the notice from the *********** *****I them called Direct Energy to ask them why I never received a bill through the mail, they couldn't answer that question, also I was told that the name on the invoice wasn't mine. I called back on May * and got the account cleared up for the monies I owed for the ** months. My biggest complaint was that Direct Energy never sent me a bill for any monies owed and that I had to contact them once my services were turned off, I told the supervisor I talked to that this could have been resolved if they only sent a bill to my address regardless of having the wrong name.If there is anything that can be done through the BBB I would greatly appreciate it, as there ****************** should have sent out a statement way before the ** months and getting my gas shut off for me to reach out to them.

  Customer Answer

  Date: 07/05/2025

  I was never given any account info from the ********************************************* Supervisor and just paid the monies owed

  Customer Answer

  Date: 07/05/2025

  The only info I have is my ***** account info, ************. ***** would have sent this over to  Direct Energy to get them to start billing me, i never received any other communications from Direct Energy till they turned off my Gas

  Business Response

  Date: 23/05/2025

  Please be informed that Direct Energy Regulated Services as default regulated rate provider received the responsibility to invoice the natural gas service effective May **, 2024, for address ********************************;AB with drop code *** under a specific person name, phone number and email address that a previous provider was unable to invoice. Monthly invoices were issued and on March **, 2025, a pending disconnection notice was mailed out to the address under the dropped customers name. Having no response from the dropped customer after invoices, phone calls and letters the disconnection order for non-payment was sent to the distributor on April **, 2025. We appreciate that the owner and sole responsible for the address called on May **, 2025, and May **, 2025, to inform the notice that his natural gas service was going to be disconnected, took responsibility for the billing periods that he did not receive an invoice from this provider of choice and informed he will reinstate service with his provider. Please note that it took fifteen calendar days for the billing records to be amended, the process for having the natural gas service reconnected was only three business days but there was eleven months without no notification from the dropped customer or from the customer using the service. We would like to encourage utility consumers to verify if there are receiving monthly invoices and report right away if they dont. Finally, we would like to confirm on May **, 2025, a corrected final invoice was generated under Mr. **************** record of payments received and the inactive account has a zero balance. We contacted the customer, shared the resolution and he agreed.

  Customer Answer

  Date: 23/05/2025

   
  Complaint: ********
  
  I am rejecting this response because: I never received any bills sent to my address by Direct Energy, if I did this would have been resolved 

  the issue without having to contact the BBB to put in this complaint.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/05/2025

  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 received a gas bill for a property I have no affiliation with whatsoever. It was for a completely different residence in my townhouse complex. (I'm unit ** and this was for unit **) I called to ask how they even got my information and why they would think I have anything to do with the property at all. I was advised when a property is vacant they pull title to determine who is responsible for the charges. I was told to contact the title office which I initially refused as I was sure my name was not listed on some other random title and that they likely pulled the wrong title and needed to correct the error. A case was opened and I was able to find my title - My legal description is *******;** - I then went to the title website and determined that the property they are referring to is *******;** by also referring to a map - I then pulled title on ******* ;** which listed another person's name. I provided all of this information to the case and requested my name be removed from the bill so that my credit bureau did not reflect a late payment. I was told that the investigation could take up to * billing cycles. This is simply not acceptable - It took me all of ** minutes to figure this out and I don't do this for a living and I didn't make any error. I asked for any documentation that would confirm any reason that I would be charged or even how they obtained my information in the first place and that was denied. I want this fixed immediately - There is no reason for me to be listed on a bill for a property that I have never owned, occupied, rented or otherwise had anything to do with and to be told over and over again that they have to do an "investigation" in order to confirm that these are not my charges is simply ridiculous - Why would I have to prove it's not my property? They should provide documentation, they should have to prove they have any right or claim to charge me. I want this fixed right away it is not acceptable. I also paid $** for title - give back

  Business Response

  Date: 01/05/2025

  The site was defaulted back to Direct Energy Regulated Services  for March *******, there was no requests from anyone to take over the site. If we dont have anyone apply for services as part of the vacancy process is to pull the land title and set up the account in the customers name.  On April **, 20** the customer contacted us to find out why he received a statement and to dispute the site being put into their name. After reviewing the gas account which was set up for the address of ** SKYVIEW RANCH GDNS NE CALGARY under the customers name, I have been able to confirm the incorrect land title was pulled. We apologize for the inconvenience and we are correcting the account.The customer is not responsible for the charges. The agent has been sent for coaching. I was able to speak with the customer and shared the resolution and they are satisfied with the results.

• Initial Complaint

  Date:30/04/2025

  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 sold my house in November and contacted my providers and didn't think about it. Then bills from direct energy started coming in. I contacted them and let them know that I had sold my house. They said they would get their legal team to look into it. Then the bills kept coming. I phoned again and they said they can bill who ever they want and it's up to that person to pay, no mention of their legal team. Just you have to pay. Then they put it to collections. So now I've had to pay out for gas and electricity for a house that I don't own and try to make a deal with the new owners to pay me back.

  Customer Answer

  Date: 30/04/2025

  Account number are ************ and ************

  Business Response

  Date: 01/05/2025

  Direct Energy Regulated Services, as the regulated provider in the area, received a request from the distributor that site ID ************* and site ID ************* were unassigned. A land title was pulled as part of our vacancy process approved by ****************************, and ******* ******* Kimber was determined to be liable for the property. Mr. ****** was enrolled as the responsible party. Enrollment was made on November **, 2024. This was followed by the invoices sent from December 2024 to February 2025 being mailed to the service address. As per meter readings from the distributor, the charges are valid.  Both accounts were canceled on February 07, 2025, as somebody else requested services with a different provider.  A new land title was pulled up and it shows that the new owner is responsible for the property as of January **, 2025, we can remove charges until that day, however, in order to remove charges since November **, 2024, customer needs to send us proof of sale showing the exact day of the sale.  I contacted Mr. ****** and explained that the most updated land title shows that the new owner is responsible for the property since January **, 2025. Customer will send the sales agreement to remove the charges as of November **, 2024 forward, we also updated his mailing address so he can receive a refund cheque as he already paid to avoid being sent to collections 

• Initial Complaint

  Date:28/04/2025

  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.

  I am writing to formally address an ongoing issue with my account and the recent collections notice I received. Jan **, 2025 I noticed a significant change in my electricity bill under the prepaid plan. Despite no actual power usage only maintaining a connection I was charged additional fees, resulting in an outstanding balance for basic service. Confused by this increase, I contacted Direct Energy on Jan ** and spoke with ******* via their online telephone service. Unfortunately, she was unable to clarify why my charges exceeded the rate listed by **** or provide further details, redirecting me to ATCO insteadwhich was puzzling, as my billing was through Direct Energy. Given the lack of clarity and unresolved concerns, I decided to cancel my service with Direct Energy. Despite my request to cancel during that call, I was informed that cancellation could not be processed online and that I needed to call back. I made multiple attempts to do so but was repeatedly placed on hold until I had to return to work, making it impossible to complete the cancellation. In the meantime, I switched my service to ****. Due to limited funds, I continued paying the same prepaid amount I had previously budgeted for. Then, on april *, 2025, I received a letter stating my account would be sent to collections within ten days if the balance was not paid. That same day, I sent a written request for an explanation of the outstanding charges and an understanding of why a long-standing customer would be treated this way. I received no response before being contacted by a collections agency. I am deeply disappointed by this experience, especially after years of timely payments and good standing. I would like to resolve this matter fairly and request the following: 1. A detailed breakdown of the charges in question. 2. Clarification on why my cancellation request was not processed promptly. 3. Immediate withdrawal of the collections action pending a review of my account.

  Customer Answer

  Date: 30/04/2025

  I think theirs is some confusion here. My complaint is againest direct energy. ******* ******.  Ive been asked for an airline code?  And this is about energy and power. I do not have any airline codes as I havent gone anywhere. 

  Customer Answer

  Date: 30/04/2025

  Hello there. I assume you mean the direct energy account?

   

  ************ 

  Business Response

  Date: 02/05/2025

  The customer's payment history has been consistent in the amount of $*****. No matter what the electricity charges were, the customer always paid the same amount. The account balance has had a balance forward since August 2024, the last four invoices have been generated with a consumption of 0kWh in the amounts between $***** to $***** which the $***** payment did not cover in full. The largest percentage of the charges are due to the Distributor and Government charges which cover the cost of transporting and delivering energy to the customers electricity site even though electricity it is not consumed. These charges also cover the cost to build, operate and maintain the distribution system. The small variation in electricity charges has only fluctuated by the number of days in the billing cycle. It should be noted that through chat it is not possible to process a cancellation since the process requires a verbal consent to accept the terms and conditions of the cancellation. Which was indicated to the customer.  The account cancellation was effective February **, 2025, as the electricity site was requested by another provider. As of today, May **, 2025, the total balance account balance is the amount $*****, and it can be paid directly with us or with the collection agency. We have called the customer and shared the resolution. 

  Customer Answer

  Date: 06/05/2025

  ************
  Complaint: ********
  
  I am rejecting this response because:
  
  Dear Direct energy team 
  
  I am writing to formally address the issues regarding my account and to request written confirmation of the resolution we discussed.  
  
  As previously communicated, I have been a consistent customer, making regular payments of $***** regardless of fluctuating charges. Despite this, my account accrued a balance due to fixed distribution and government feescharges that continued to apply even when no electricity was consumed. While I understand these fees are standard, the delay in addressing my concerns and processing my cancellation request (despite my timely email, which went unread) contributed to the issues afterwards.  
  
  During my conversation with your Representatives on Friday may */25, it was acknowledged that my email request was overlooked, and as a resolution, it was agreed that:  
  1. The remaining balance of $***** would be paid, and the debt removed from collections.  
  2. My account would be formally closed with a $* balance, as the bill is now paid in full.  
  
  To ensure this matter is fully resolved, I request the following in writing:  
  - A formal letter confirming my account balance is $* and the account is closed.  
  - Documentation confirming the removal of the debt from collections, as agreed.  
  
  Given the inconvenience caused by the delay in processing my queries and the subsequent collections actionneither of which were due to any fault of my own, I trust you will expedite this request. Please provide these documents no later than June **, 2*25.  
  
  Thank you for your attention to this matter. I appreciate your prompt resolution and can be reached at [your phone number/email] if further details are required.  
  
  Sincerely,  
  ***** *****

  Business Response

  Date: 09/05/2025

  Please be informed that the closed account with remaining balance of $***** by May 02, 2025, received an overpayment of $***** on May **, 2025. This has now left the account balance with a credit of $****. Via email, we have sent a letter of confirmation of to the customer, advising of the account status with the updated balance. Within this email, we have also provided information that the account has been removed from our internal collections agency.

  Customer Answer

  Date: 10/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Provided that my credit report shows no negative impact from this issue, I will consider the matter resolved. I did not see this assurance explicitly stated in your last response, so I want to confirm this expectation.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 13/05/2025

  This is correct, the internal collections activity by Direct Energy Regulated Services does not get sent to the credit bureau.

• Initial Complaint

  Date:10/01/2025

  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 natural gas service at my rental property from Direct Energy. After the end of tenancy I had put the house for sale. This service was temporary for period tenant move-out and new owner taking possession of the house.The house was sold, closed as of Oct **, 2024. The new owner did not transfer the utilities in their name so I kept getting bills from Direct Energy.When I called Direct Energy, they said since the land title shows my name, they will continue to bill me. I provided sale information but Direct Energy would not ********* avoid ongoing issues, I went ahead and paid the bill for services until the end of Oct 2024.Direct Energy sent me another bill for services for the month of Nov claiming the new owner has not transferred the utilities in their name so I am still responsible for the ********** that point I declined to pay further. If ********************* cannot update the land title that is not my problem and I cannot be held responsible for utilities at a property which I do not own.Though the balance is not a large amount, there is no reason for me to keep paying the bills for someone else's fault.Direct Energy has threatened to send the unpaid Nov bill to collection agencies!

  Business Response

  Date: 14/01/2025

  On August **, 2024, the site was enrolled in billing on Mr. ****** account as per the customer request. My Saran had advised that he was selling the property. On November *, 2024, Mr. ***** called in and spoke with one of our agents inquiring on why he received an invoice for usage after October ****** when he sold the home. The agent explained that the account was still active and accruing usage charges. The customer explained that the sale of the home was completed on October *, 2024 and the cancellation of the account needed to be backdated. The agent explained that there was no record of the customer calling in and requesting to cancel the account in October. There were also no requests for anyone else or any other retailer to take over the site. If a person or another retailer takes over the billing for the site, the current account will automatically be cancelled. The account was cancelled during this call on November *, 2024 effective November *, 2024. A final invoice was generated on November **, 2024 for charges up until the cancellation date of November *, 2024. All charges on this account are valid. We have communicated with Mr. ***** and he will be submitting appropriate documents so we will be assisting him directly further. Thank you

  Customer Answer

  Date: 21/01/2025

  Based on the phone call I provided the requested document (see attached). I followed up with anothe remail and also sent a copy of the collection letter. I was informed it would take a couple of days to review and get back to me. Have not heard anything since then.

  Customer Answer

  Date: 21/01/2025

   
  Complaint: ********
  
  I am rejecting this response because: Some of the contents in the response in not factual. I do not keep a record of phone calls so I cannot prove that I did call them to inform sale of the property and the clsoing date. 

  Further, I have provided requested sale document showing clsoing on Oct **. 2024. Still waiting to hear back from Direct Energy after their review of the document.

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

  Business Response

  Date: 23/01/2025

  Hello, all necessary corrections were made to the account on January **, 2025. This has been communicated to the customer through email. 

  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.

  I am still waiting to have the collection issue be closed, hopefully that is taken care of.

  Thank you BBB for settling this for me!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:18/12/2024

  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.

  Direct Energy keeps sending us bills every month since February 2024, few months after moving in, and insists we owe them. We moved into our property on October *** last year. We moved with our gas and electricity company and have been receiving bills and paying them on time ever since. We contacted Direct Energy immediately to explain to to them that we had never used them. What we discovered is that we would call them and complain about a bill they had sent us, they would close the account and immediately open a new account. Its June and were tired of explaining same thing over and over. They said that we should contact **** to check with them if we owe anything as they are the default provider for our region and we always explain that our provider is fine with us and we are dont have unpaid bills, to no avail. They now tell us that we owe them $******, from May till now. Theyve also sent another bill from March claiming we owe them $*****. This has been very very frustrating.

  Business Response

  Date: 18/12/2024

  We have tried looking for an account for investigation by looking with: Last name *******, phone number, email address, and address given but could not find any account. Please provide an account number in dispute for us to investigate.

• 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.

  We have received a bill from Direct Energy regulated services dated * Nov 2024 for Natural ******** ID: ************* Myself and family moved to the property in ****, in which we took over the rental o* ** propane tanks with Parkland (********) whom we still use.There is NO gas supply line across this property for natural gas, nor is there a *********, all of a sudden, can Direct Energy create an account without consent and bill for non-existent consumption? after being here for *years!??Due to work commitments, my wife called Direct Energy (as with all our other bill's she has authorization on to discuss) and Direct Energy would only say that we have become a customer by default and would NOT talk further as she is not on the account!The bill is dated *****/2024-*****/2024 energy used **** @ energy rate=******** Energy charged=**** admin fee=***** rider c3=**** cost of gas variable= **** gst=**** total= ***** Delivery charge-fixed = ***** Delivery charge-variable=**** rate riders =**** federal carbon tax =***** gst=**** total=****** for a total cost of $******.This will clearly lead to another bill...Will they then show default for non-payment and inform a credit agency?

  Business Response

  Date: 26/11/2024

  Direct Energy Regulated Services, as the regulated provider in the area,  received a request from the distributor that site ID ************* was unassigned.  A land title was pulled as part of our vacancy process and ******* ******* was determined to be liable for the property. Mr ******* was enrolled as the responsible party.Enrollment was back dated to *****/2024 and a Welcome Letter was mailed to the service address. This was followed by the first invoice being mailed to the service address. As per meter readings from the distributor, the charges are valid.  You are able to enroll with the provider of your choice in *******. There are many to choose from. If the gas service is no longer required on the property, ******** would need to be contacted for arrangement of removal of the equipment/infrastructure.
  
  I do apologize for the inconvenience, but our agents would have been unable to assist your wife with the account as only ******* ******* is listed on the land title and account. The account holder would need to request she be added in order for information to be shared. 

• Initial Complaint

  Date:13/11/2024

  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 am writing to complain about a utility company named Direct Energy that has engaged a collection company named *** for me to pay for an outstanding utility bill that Direct Energy was unsuccessful in collecting from a tenant that previously rented my property. I have had many conversations over the phone with direct energy with no resolution. Are you able to assist me with any guidance on how to proceed with Direct Energy or the collection agency ***?

  Customer Answer

  Date: 13/11/2024

  Account number ********

  Customer Answer

  Date: 13/11/2024

  Correction regarding the incorrect account number that I previously sent, my apologies.
  Direct energy account number is ************

  Business Response

  Date: 18/11/2024

  Direct Energy Regulated Services (DERS) is a default provider for gas in this area.That means if no one signs up for gas service and gas is flowing, the gas site comes to DERS and we pull the land title to enroll the property owner for those past billing periods and onwards. It is impossible for the landlord and tenant to be billed at the same time, as the distributor who owns the infrastructure sends usage readings for specific billing period to only one customer to one retailer. On 2023/*****, the address in question was dropped to DERS as vacant.On 2024******, we have pulled the land title to determine the customer (property owner) as the responsible party and enrolled the customer and backdated the start date to 2023******* Customer called in March disputing the enrollment. On top of explaining the vacancy process, agent closed the account.Agent should not have closed the account as the site remained vacant again,agent is coached. Vacancy team pulled the land title again in April 2024 as the site remained vacant and re-enrolled the property owner. Customer called throughout the year. Referrals were created for back office team for further investigation that have determined that charges are valid due to vacancy process and tenant did not sign up for services. The gas site was taken over by another retailer on 2024******, finally ending the service under the customers name. As no one have signed up to take responsibility of the gas billing for 2023/***** 2024/*****, charges are valid. The customer can dispute this with the tenant privately or have the tenant call **** to take over the bills.Account ************ balance is $********. Customer also brought up another account number ************, which has been reversed and is now at $****. To assist the customer while they possibly dispute this with the tenants, we did offer the collection activities as an exception until 2025/******but the customer did not want this option

  Customer Answer

  Date: 25/11/2024

  The first time I was made aware of this incorrect billing started back on March * 2024 when I received a welcome letter from DERS for Services in *************** that prompted me to call immediately to inquire and to let them know that I do not live at that address. I then received invoices on March ** for the amount of $****** for billing period *****2024 to ****2024 and again on March ** for additional charges of $***** to a total of $****** for billing up to ****/2024 for that same location. I called them back again on numerous occasions in an attempt to resolve the mixup and the agent escalated within the organization. more to follow as I have over **** letters. 

  Customer Answer

  Date: 25/11/2024

  Continuation of previous submission ,,,On April * 2024 I received another welcome letter from DERS for new services at the location I own in ******** and on ****/2024 I received an invoice for $******* for billing period *****/2023 to ***/2024 which prompted me again to call **** to discuss the fact that my tenants moved out the end of January and requested an updated invoice from ****2024, I also provided the agent with the previous tenants name and phone number as they may be responsible for both locations (that number has subsequently been cancelled) and was provided another escalation number. Since then, I have received additional updated invoices ( May **, June **,June **,July * ) and I contacted DERS each time for a resolution and was informed that it was still under investigation. On August ** 2024 I received another letter to inform me to clear up the outstanding balance of $******** to avoid collection action, I called DERS to discuss further and they provided me with another escalation number,I also informed the agent that I was going on vacation and wont be returning until mid October. it is now November and the collection agency have gave me a deadline of November ****************************************** good faith, they have made an offer of a **% reduction to $******. I have attempted to work out the convoluted billing system and came up with a dollar figure of $*** to $*** owing for the services. 
  My question BBB, how should I proceed with this matter?
  
  
  returning until mid October. it is now November and the collection agency have gave me a deadline of November ****************************************** good faith, they have made an offer of a 25% reduction to $886.57. I have attempted to work out the convoluted billing system and came up with a dollar figure of between $*** to $*** owing for the services. 
  My question BBB, how should I proceed with this latest development?

• Initial Complaint

  Date:17/10/2024

  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.

  This company went and charged me unauthorized

  Customer Answer

  Date: 18/10/2024

  This company went into my bank account and took money in authorized ! And not giving a time to send my money back ! 

  Business Response

  Date: 21/10/2024

  I was able to speak with the customer about his concern. A recent issue with the **** Debit network has resulted in some customer experiencing duplicate payments. . We have not received any double payments so the funds are caught somewhere in the banking system. We are very sorry and recognize this has put some of our customers in a difficult situation. We are working to ensure our customers accounts are corrected as soon as possible. We will notify you as soon as this issue is resolved. Customer did not agree with the resolution. 

  Customer Answer

  Date: 23/10/2024

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

  Business Response

  Date: 28/10/2024

  Dear ********, we want to reassure you that Direct Energy did not authorize, process, or receive these duplicate payments. Once we were made aware of this situation, we worked closely with our payment processing partner to resolve it as quickly as possible. Please note that the reversal of funds will have been completed within **** calendar days (depending on your bank) from the date of your original payment. As a thank you for your patience while we work to resolve this issue, we are applying a $** credit on your next bill. We apologize for the inconvenience.

• Initial Complaint

  Date:10/10/2024

  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.

  Billing dispute. I was charged for an unreasonable amount. I called right away and the agent agreed it was high. A claim was submitted and I was told they would get back to me in a week. I called today after the week of not getting a call back. Now they are telling me the investigation is going to take * billing cycles which is ** days. Now I am supposed to pay this bill immediately or receive penalty. After the investigation they will credit my account back if its was a billing error. ** days is to long to determine if I am to overpaid or not.

  Customer Answer

  Date: 10/10/2024

  ************

   

  Business Response

  Date: 17/10/2024

  On *****/2024, the disputed invoice was generated and sent to the customer. The invoice indicated a consumption of ***** GJ, which was the reading provided by the distributor ********. The invoice was based on the actual meter reading for the billing period from *****/2024 to *****/2024. In this invoice, the distributor sent adjustments for the period *****/2024 to *****/2024, replacing the previous invoice consumption from **** GJ to ***** GJ. The charges are valid based on the usage information provided by the distributor. The distributor is the company responsible for delivering natural gas to the service location and reads the meters and provides the usage information to the customer's chosen retailer. On *****/2024, the customer called the call center disputing the invoice, and the agent opened a case to investigate whether there was an error in the reading provided by the distributor. The agent informed the customer that the regular timeframe for concluding the case is *** billing cycles, but he hoped the investigation could be completed sooner in a week or so. The customer contacted the call center on *****/2024 requesting an update on the case. The agent informed that the case was still in progress and reinforced about the *** billing cycle timeframe. The agent advised the customer that they could make the payment, and the account would be credited if the distributor send corrections after reviewing the case. Locks were applied to the account to prevent late payment fees during the period the case is under investigation. We received full payment for the invoice on *****/2024. I called the customer and informed that the charges are valid based on the usage information provided by the distributor and that if the distributor sends any adjustments, the corrections will be made.

  Customer Answer

  Date: 23/10/2024

   
  Complaint: 

  I still believe I was over charged. 
  I accept that the amount of consumption was used. But there was an error on the first bill by not charging me enough so they added it to the next bill. Putting three billing cycles in one. Taxes go up on the bill because it looks like I had a high consumption for that billing period. 
  carbon tax on ***** GJ vs carbon tax on ***** GJ. 
  I would like two separate bill. 
  the ***** GJ should go back onto my August invoice where the adjustment was made. And only be charged for consuming ***** GJ on my September invoice. Not for consumption of ***** GJ 

  Sincerely,
  
  **** ****