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:22/07/2022

  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.

  On February 3,2022 I was put on budget billing for Direct Energy Regulated services without my permission. After three months of being billed the exact same amount I looked closer at my bills. This is when I discovered the budget billing. My first call to Direct Energy was on June 1,2022. Being all calls are supposedly recorded I asked to hear the supposed conversation only to be told that I couldn't hear it because of privacy. I wish to not be on budget billing after receiving large bills for several months in a row. I want my account credited with the budget amounts from February to July.

  Business Response

  Date: 28/07/2022

  Upon review of the account, we found that ******************** called into Direct Energy Regulated Services on February 4, 2022 regarding a higher than usual ****. They spoke to an agent that offered a budget payment plan, but this was not accepted by ********************. The agent still made the change and will be coached accordingly. 
  ******************** is no longer on budget billing effective June 30, 2022. Direct Energy Regulated Services will not be able to provide credits for ********************, as the charges incurred are still based on Ms. ********* usage of the services. As services were provided, they warrant these charges. 
  If required by ********************, we will be able to offer a payment arrangement for their current balance of $131.96.  

  Customer Answer

  Date: 03/08/2022

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

  My first complaint is there was no phone call made to Direct Enery on the 4th of Feb. as stated. The first call was made June 1st. I didn,t agree to a budget payment plan because I didn,t feel I owed such an  outstanding amount. . How can one personuse that amount of gas a month? I can see I,m not going to get this matter solved so hopefully the problem is cleared up.  Sincerely *************************.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/08/2022

  Customer's very own complaint originally stated they contacted us on February 3rd however per our documented noted it was actually February 4th therefore claims that it didn't occur are not valid. Additionally the high **** was discussed at that time hence the offer of budget billing was made. We have no changes to make to our prior resolution.