Absolutely Reckless/Careless/Criminal HORRIBLE
I set up an account with Direct Energy via an online agent as I was moving into a new home on 10/2/2018. I was assured by the agent that everything was fine and that the power was now on in my home.
I received a confirmation number, set up an online account and had my phone number linked to the account. I was even sent an Amazon Echo Dot. Almost 4 weeks later as I was walking out the door for work, my two year old asleep, the power goes off. I called Oncor who tells me that Direct Energy never sent them a service order for my home.
I was told to contact them and have them send over the service order, no big deal. I call Direct Energy who tells me that theyve never spoken to me and have never set up and account for me. Im basically told that I must be confused depite a ton of emails and internet activity contradicting this outrageous explaination. Now, (almost 4 weeks later) they say "Oh well we are sorry but there is a switch hold on your meter so we cannot turn it back on".
Im told to submit all kinds of documentation, NOS form, previous bills, signed and notarized affidavit from my property owner ALL IN REFERENCE TO A PREVIOUS BILL THAT HAS ZERO TO DO WITH ME OR MY FAMILY!!!!!! Despite the insanity of these demands, I take the day off from work to gather and send the documents. I go online, fill out and email the New Occupant Form and have my property owner sign and notarize his affidavit that I also email. This was Tuesday morning.
Here I am SUNDAY morning and I still have no power. Ive lost over 400.00 worth of food, Ive lost two days of work, Ive had to get a hotel room to house my two year old and my other child who does online school has missed 3 days of school.This morning after emailing and calling repeatedly, some unknown Direct Energy agent who refuses to identify themselves by any name or number tells me they never received the notarized affidavit from my property owner and that their own online form (NOS) is rejected because it was e-signed and not hand signed. So.....we are without power all weekend for sure and likely into Tuesday or Wednesday if next week. All of this is 100 percent due to the absolute incompetence and indifference displayed by Direct Energy.
A total disregard for the danger they have placed my family in and they simply WILL NOT CORRECT THE PROBLEM THEY CREATED!!!!!!! I would not recommend this company to ANYBODY FOR ANYTHING. ABSOLUTELY HORRIFIC, RECKLESS if not actually criminal.
My next step is to file a complaint with the BBB!!! I NEED ELECTRICITY NOW!!!!!