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:03/13/2025

  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.

  Direct Energy has billed us for utility charges we paid to *******************. A tenant's ******************* was billed to our account in **********, Il. Direct Energy is our supplier at our office in ******, **. Direct Energy does not supply power to **********, Il, nor do we have a contract with them in **********, Il. For some unknown reason, they paid ******************* which turned out to be a duplicate payment for the final bill. I have provided copies of the cancelled check from our bank. They continue to pursue payment for this amount. I have talked to numerous people at Direct Energy and have corresponded numerous times. No one ever does anything. Every time I call, I get a different person and we start all over again. Please review my communication and see if you can help me finally put this issue to rest.Thank you.

  Business Response

  Date: 03/20/2025

  I am writing in response to the complaint made by ******* ********* *************************** (The 
  Customer). 

  
  According to the Customer, they have ********************** ***** as their ****************** Provider.
  According to Customers *** ****************** Agreement for the Customers Oswego, ** location, the 
  Customer is to receive both their *** ****** charges and ***** distribution and transmission charges 
  from *** directly. The Customer received a charge adjustment for their ***** distribution and 
  transmission charges for $1,731.29 as listed on their utility portion of their *** ******** This charge 
  adjustment was for the Customers **********, ** location that *** does not ****** ****************** Service 
  for. The Customer already paid ***** for the $1,731.29 charge adjustment directly. When the Customer 
  reached out to ***, they will not assist the Customer and continued to pursue payment from the Customer 
  for this charge adjustment.

  
  According to ***, the Customer agreed to a *** ****************** Agreement on May 9, 2023 starting 
  September 1, 2023 for 24 months of ****************** Service through their 3rd party Broker Integrity Energy 
  who works on their behalf for 3 service locations. The Customer is not a small ********************** customer and uses 
  greater than ****** kWh. The Customer was to be invoiced by *** for both their *** ****** charges and 
  ***** distribution and transmission charges as listed in the Customers *** ****************** Agreement:
  *********** Transaction Confirmation
  BILL TYPE- SUPPLIER CONSOLIDATED
  SPECIAL PROVISIONS 
  7. Buyer will receive from Seller a monthly invoice following its meter read date for 
  services provided under this Agreement as well as for the Utility delivery service 
  charges, unless Seller is unable to provide a single bill option due to any 
  circumstances, including, but not limited to, a billing method switch for Service 
  Location(s) that is initiated by the Utility (in such cases, Buyer will receives 
  separate bills for Sellers charges (as set forth in the Billing and Payment section of 
  the CMA) and for the Utilitys charges until such time that the single bill option 
  arrangement is available through Seller and approved by the Utility for the Service 
  Location(s)
   
  *** does not calculate or determine what *****s transmission and distribution charges are. ***** 
  sends their charges to *** as is and we pass through the ***** charges to the Customer
  ************************. When ***** sends us these charges, our system automatically sends payment to ***** 
  based on the charges they sent us. Essentially, *** pays ***** and invoices the customer for these 
  charges, expecting to receive payment back from the customer.

  
  ***** sent *** the Customers utility charges from May 22, 2024 June 21, 2024 that included a 
  $1,731.29 match transferred charge adjustment. As standard, *** invoiced the Customer on August 6, 
  2024 for this charge adjustment as listed under the Customers utility charges on their *** ******** ***s 
  system automatically sent payment to ***** for this charge adjustment. The Customer reached out to 
  *** for an explanation around this ***** charge adjustment on August 12, 2024. *** explained that
  they received this charge from ***** and wasnt provided with any further details. On September 10, 
  2024 *** sent a request to ***** for more details. ***** responded on October 14, 2024 stating that 
  the charge is valid and that it was transferred from another closed account the Customer had that *** was 
  not the supplier for (attached). The Customer was advised to call ***** ************************ to discuss as the 
  adjustment was for an account number that *** did not **********************.

  
  On November 14, 2024, the Customer provided *** with a copy of the payment they paid directly to 
  ***** for $1,731.29. *** advised the Customer they need to discuss this with ***** directly for 
  reimbursement as *** also paid ***** for this charge that was sent to *** and cant obtain 
  reimbursement as *** was not the supplier or *** of record for the account number in question on the 
  Customers ***** cashed check. The Customer reached out again on January 31, 2025. *** advised 
  the Customer that ***** did not provide *** a $1,731.29 credit for the charge and payment they made 
  to ***** on behalf of the Customer. *** advised the Customer again that they needed to reach out to 
  ***** directly to obtain the refund for the payment they sent directly to *****. Currently, the Customer 
  has an outstanding balance due to *** for $1,731.29 as they paid ***** for this charge and didnt 
  receive payment from the Customer.

  
  Upon receipt of this complaint, *** reached out to the Customer to confirm if they reached out to ***** 
  to try to obtain their refund for the double payment made to ***** for $1,731.29. The Customer 
  responded that they sent ***** a letter but havent heard back from *****. *** provided the 
  Customer with *****s phone number and advised for them to call ***** directly. *** also stated 
  they would reach out to ***** again to see if they would ****** the account number in question and ask 
  if that outstanding amount was paid by the customer/if a credit balance is currently on the account. 
  However, *** cant confirm if ***** will share any information with *** because *** is not the 
  supplier for the ***** account number that the Customers charge adjustment was transferred from.
  *** will do their best to try to get an answer from ***** regarding the Customers double payment so 
  that the Customer can get a credit or refund from *****. However, the responsibility of providing the 
  Customer a refund is between the Customer and ***** as the payments made were for *****s 
  charges.

  
  Please feel free to reach out to us for any additional questions.

  
  Sincerely,

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

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am in receipt of the letter from ****** ****** at Direct Energy.  
  Also, enclosed is a copy of my last letter to Commonwealth ******.
  Perhaps we should have included Commonwealth ****** in this complaint.
  
  Nevertheless,  we do not have a contractual agreement with ********************
  If I did,  I would withhold payment to get them to respond to this situation.  By withholding payment to Direct Energy,  we certainly got their attention and have them involved in attempts to rectify this situation.  I think we all agree that ******************* was paid twice for this service and they owe reimbursement to Direct Energy. 
  
  I would like to assist in any way I can to resolve this matter.  Do I have the right to file a complaint against ******************* on their behalf?  They are such a huge Company, my calls and letters are never returned.  Unfortunately, the only way to get anyone to respond from a utility of this magnitude is to involve a third party such as yourself.
  
  Please provide some direction as to the best way to proceed with this situation.  For whatever reason, Commonwealth ****** does not feel they need to respond to Direct Energy or us.
  
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:08/29/2023

  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.

  When I signed up with Direct Energy Business ************** ******************** in September of 2022, the agent said there is no contract.
  My last service bill was for Service from 2/10/2023 to 3/13/2023 - 31 Days which I had paid in full. Now Direct Energy Business sent me to collection agency for terminating the contract. This is not right and I have seen so many complaints about their bad practices.
  This is not acceptable.

  Business Response

  Date: 09/08/2023

  I am writing in response to the complaint filed by ******* ****** DBA ******* *******.
  According to the Customer, they signed up with Direct Energy Business (“DEB”) in September 2022 but 
  was told they did not have a DEB Retail Electricity Agreement. The Customer’s last service date with DEB 
  was February 10, 2023 – March 13, 2023 in which the Customer paid DEB. The Customer received a 
  Termination Fee of $200 that they did not pay. DEB sent the Customer’s outstanding balance for their 
  Termination Fee to a Collections Agency in which the Customer does not agree with.

  
  According to DEB’s records, the Customer agreed to a Retail Electricity Agreement with DEB on August 22, 
  2022 for 36 months of Retail Electricity Service starting in October 2022 through the Customer’s Broker 
  United Energy Services. The Customer also provided a verbal Third Party Verification and agreed that they 
  understood they have a DEB Retail Electricity Agreement and could be subject to Termination Fees if they 
  terminated their DEB Retail Electricity Agreement prior to the end of their Term. This is listed in accordance 
  to the Terms and Conditions of the Customer’s Retail Electricity Agreement with DEB:
  10. Termination: This Agreement may be terminated at any time after the date hereof (i) by mutual 
  consent in writing by the parties, (ii) by either party if there has been an Event of Default that is not 
  cured within fifteen (15) calendar days of the defaulting party's receipt of written notice from the 
  non-defaulting party, (iii) by Direct Energy if Buyer fails to provide the credit assurance requested, 
  pursuant to Section 6 within seven (7) days of being requested by Direct Energy, or (iv) during a 
  Monthly Renewal pursuant to Section 3, by either party upon providing the other party with thirty 
  (30) days prior written notice. In the event this Agreement is terminated by Buyer prior to the 
  expiration of the Initial Term and where permitted by applicable law (and such termination is not the 
  result of an uncured breach of Direct Energy pursuant to subsection (ii) of Section 10 above) or if 
  Direct Energy terminates this Agreement pursuant to subsections (ii) or (iii) above, the following 
  calculation of Direct Energy's damages shall apply and serve as Direct Energy's exclusive remedy 
  (except in the case of a breach of the confidentiality obligations set forth in Section 15): (A) under 
  100,000 kWh, Buyer shall pay to Direct Energy an amount equal to the lesser of (i)$200 or (ii) the 
  maximum extent permitted by applicable law; or (B) equal to or over 100,000 kWh, Buyer shall pay 
  to Direct Energy an amount equal to, at Direct Energy's election, the greater of (i) $200 or (ii) any 
  Actual Damages. Buyer understands and acknowledges that, to the extent that Buyer's historical 
  load profile for the 12 months prior to the date of termination is equal to or over 100,000 kWh, 
  Direct Energy will incur substantial damages as a result of Buyer's breach, and is entitled to be paid 
  the Actual Damages incurred as a result of such breach.
   
  11. Effect of Termination: In the event of termination as provided in this Agreement, all further 
  obligations of the Parties under this Agreement shall terminate without further liability of the Parties, 
  except for the payment by the owing Party of any sums due and owing to the other Party for 
  services rendered prior to the termination date, any Actual Damages (in the event of termination 
  under subsections (ii) or (iii) of Section 10 above), any damages due Direct Energy pursuant to the 
  calculation set forth in the second paragraph of Section 10 above, any confidentiality obligation of 
  either Party which has arisen hereunder and any other obligation hereunder which by its nature 
  survives the termination of this Agreement.

  
  DEB received a request to terminate the Customer’s Retail Electricity Service on March 20, 2023 for an end 
  date of April 10, 2023. Due to this, DEB invoiced the Customer a $200 Actual Damage Fee on July 21, 
  2023. DEB e-mailed the Customer a copy of their signed DEB Retail Electricity Agreement on August 29, 
  2023 and agreed to waive the Customer’s $200 Actual Damage Fee as a goodwill courtesy only.
  If I can provide further information, please do not hesitate to contact me.

  
  Sincerely,

  
  Nicole N*****
  Supervisor, Escalated Complaints

  Customer Answer

  Date: 09/08/2023

  
  
  
  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. 

  Since there was no contract given to me at the time of the offer, I agreed that they waive the $200 Actual Damage Fee.

  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/07/2023

  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 had account with Direct energy business last few years and my business was permanently closed on 10/31/22 due to financial and tenant eviction notice due to property sales. in order to close out business permanently, i was contacting utilities and Direct energy was my electricity provider. i consulted and explained the situation and requested to cancel my account as i am permanently closing instead relocating somewhere else. The representive was advising me that as business is permanently closing, there will be no penalty on my remaining contract and the account was closed on mid november and paid my last bill to clear the balance.
  
  few weeks after on December statement, i got a notification that i still have remaining balance of $500 which was the penalty for cancelling during my contract and they withdraw it on 1/4 from my bank account.
  
  i called several times and discussed but they are keep tossing me to department to department and now saying that i needed to pay the penalty of $500.
  
  i have been working with other electricity companies like ambit and others or ADT, were had exception and not obligating the burden and understand the inevitable decision that cancelling electricity due to permanent business closures.
  
  i was advised from the employee that it will not be charged, and they keep my account info even if my power was disconnected and inactive account since mid November and they just withdraw from my bank account that i was not authorized in Jan 2023.
  
  they were tossing me between department and insisting that i need to let them know who was the represented told me that. they supposed to have a record who assisted me.
  
  i want them to pay back my $500 they withdraw for penally that was advised that will not happen.
  
  Direct energy phone number is ###-###-####
  my account number is *******
  my account name is ****** *************** ****

  Business Response

  Date: 01/12/2023

  I am writing in response to the complaint filed by ******* ***** DBA ****** *************** *****
  According to the Customer, they had a Direct Energy Business (“DEB”) Retail Electricity Agreement. The 
  Customer needed to terminate their Retail Electricity Service with DEB on October 31, 2022 as their 
  business closed. The Customer later received a $500 Actual Damage Fee as they ended their DEB Retail 
  Electricity Service with DEB prior to the end of their Agreement. The Customer was set up on ACH 
  payment with DEB and as such their payment of $500 was automatically deducted from their account. The 
  Customer does not believe they should be invoiced for an Actual Damage Fee as they were told when they 
  signed up with DEB that if their business closes, they will not receive any Actual Damage Fees. The 
  Customer is asking to be refunded for the Actual Damage Fee of $500 that they paid DEB in error.
  According to DEB’s records, the Customer agreed to a Retail Electricity Renewal Agreement with DEB on 
  April 12, 2021 for 33 months of Retail Electricity Service starting in October 2021 through a DEB Telesales 
  Representative. The Customer agreed that they understood that they would be subject to Actual Damage 
  Fees if they terminated their DEB Retail Electricity Agreement prior to the end of their Agreement unless 
  they were switched to a new service location. This is listed in accordance to the Application for Service and 
  Electricity Facts Label of the Customer’s Retail Electricity Agreement with DEB:
  Cancellation by You: You may cancel your agreement with Direct Energy Business for the 
  reasons stated at the bottom of this page without penalty. If you want to cancel for any other 
  reason, you may do so at any time by providing notice and paying the Cancellation Fee as stated 
  below.* Also, you can drop an Account from service at any time by providing notice and paying the 
  Cancellation Fee.

  
  *If you are switching to Direct Energy Business from another Retail Electric Provider, you 
  can cancel this Agreement without charge or penalty, but you must do so within three (3) 
  federal business days of receiving this Agreement. If you accept this Agreement, then no 
  further action is necessary. You may also cancel if you move to another location and 
  provide evidence of such move, such as a forwarding address and any other reasonable 
  evidence that you no longer occupy the service location, and you agree to provide us with 
  at least fourteen (14) days advance notice of your move date. To cancel, contact Direct 
  Energy Business at: ***************@************.com or (toll-free) ###-###-####.
  Cancellation Fee: The Cancellation Fee is the higher of either (a) $500 or (b) $0.01 multiplied by 
  the most recently billed monthly usage for each Account being cancelled, multiplied by the number 
  of months remaining in the Initial Contract Period.

  
  Do I have a termination fee or any fees associated with terminating service? Yes. The fee is the 
  higher of either (a) $500 or (b) $0.01 multiplied by the most recently billed monthly usage for each 
  account being cancelled, multiplied by the number of months remaining in the contract term.
   
  DEB received a request to terminate the Customer’s Retail Electricity Service on February 11, 2022. Due 
  to this, DEB invoiced the Customer a $500 Actual Damage Fee on December 12, 2022. As the Customer 
  was already set up on automatic ACH payment with DEB, the Customer’s payment was withdrawn the day 
  before the Customer’s payment was due on January 3, 2023.

  
  The Customer reached out to DEB on December 30, 2022 and asked why they were invoiced for an Actual 
  Damage Fee. DEB explained to the Customer that since the Customer terminated service with DEB prior to 
  the end of their Agreement, the Customer was invoiced for an Actual Damage Fee based on the 
  Customer’s DEB Retail Electricity Renewal Agreement.

  
  The Customer’s $500 Actual Damage Fee was automatically deducted via the Customer’s automated ACH 
  that they set up with DEB previously. The Customer would need to submit a request to have their ACH 
  discontinued going forward with DEB to prevent any future payments for corrected invoices, usage 
  adjustments, etc. that could occur after the Customer’s service was terminated. Although the Customer’s 
  Actual Damage Fee was valid, as a goodwill courtesy DEB reached out to the Customer and offered to 
  provide them a check refund. DEB is waiting on a confirmation from the Customer for their mailing address. 
  Once DEB receives this confirmation, they will submit a check refund to the Customer in 2 – 4 weeks.

  
  If I can provide further information, please do not hesitate to contact me.

  
  Sincerely,
  Nicole N*****
  Supervisor, Escalated Complaints