Direct Energy - Hidden Fees and Excessive Charges
The trouble began back in September 2012 when I watched my monthly utility bill jumped from $23 to over $299 in October. They did not respond to my inquiries.
They insists I call their customer service numbers so they can settle the outstanding issues with me over the phone. I tried to do this in October. I was placed on hold for over thirty minutes. I got fed up with their antics.
Since I had little choice I was forced to pay the bill. In April 2013 they pushed me too far when they claimed I owe them more than $600 of gas usage. Their explanation is this calculated amount was a combination of the variable rates and outstanding balance of the account. I wrote a letter to them stating my reasons and I was willing to negotiate to a reasonable settlement.
They never responded. By May I was so angry with them I gave them thirty days notice I am cancelling the agreement I had with them by end of June. They turned around and told me I must pay an outrageous $810 administration fees plus the outstanding balance of the account which had a final balance of $1400. When I challenged them they said I was in a contract with them.
I did not see anything on the statements indicating I was in a contract with them. They even told me they are willing to waive the fees if I renew a contract with them. This was the last straw. I had given them official notice I will give them $150 by end of August.
I will not pay any of their excessive fees or service charges.
Direct Energy is a good company but they had hidden charges and service fees you must beware of before you sign a contract with them.
Monetary Loss: $1400.
Location: Calgary, Alberta
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Good Morning! We are very sorry in the delayed response and to hear of your negative experience with Direct Energy.
We want the opportunity to look into your account to resolve your issue if it has yet to be addressed. Please email us at dedigitalcare@directenergy.com with your full name, account number, phone number, mailing/service address, and your issue needing to be addressed at your earliest convenience.
Thank you and have a wonderful day. -Rose