Direct Energy Reviews
Direct Energy Overview
The generated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Direct Energy has a 1.4 star rating based on 99 customer reviews and consumers are mostly dissatisfied; Direct Energy reviews show frequent complaints about billing and service.
Key Takeaways for Future Customers
- Read contracts and monitor when fixed rates end; variable rates can spike.
- Check bills closely and document requests for a refund or cancellation.
- Expect long hold times and insist on supervisor escalation when needed.
Negative Feedback / Risk Areas
- Recurring billing errors and unexpected high charges.
- Refunds denied or delayed and disputed autopay/duplicate charges.
- Poor customer service, rude reps, aggressive door-to-door sales and unauthorized account openings.
Positive Feedback
Some customers noted initial contract price and possible savings and occasional effective service visits.
The generated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Direct Energy has a 1.4 star rating based on 99 customer reviews and consumers are mostly dissatisfied; Direct Energy reviews show frequent complaints about billing and service.
Key Takeaways for Future Customers
- Read contracts and monitor when fixed rates end; variable rates can spike.
- Check bills closely and document requests for a refund or cancellation.
- Expect long hold times and insist on supervisor escalation when needed.
Negative Feedback / Risk Areas
- Recurring billing errors and unexpected high charges.
- Refunds denied or delayed and disputed autopay/duplicate charges.
- Poor customer service, rude reps, aggressive door-to-door sales and unauthorized account openings.
Positive Feedback
Some customers noted initial contract price and possible savings and occasional effective service visits.
Media from reviews
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Dallas, Texas
Unexpected Bill; Never Communicated
- - Long-time customer switched to Average Billing after a representative promised lower costs.
- - Accrued differences ($536) were charged after cancellation.
I have been a customer for over 2 years and recently cancelled due to becoming a homeowner. A little over halfway through my plan, I switched over to a plan which they called 'average billing.' This was in an effort to reduce my bill, in which the representative said my bills would become lower.
They did not. Instead, the average billing accrued differences which were being added to a completely separate bill that I did not know of. Once I cancelled my plan, they sent a large bill of $536 of accrued differences. This is not including my two final bills of the plan, with both being over $150.
So in total, I owe this company over $700 due to their lack of communication.
When speaking with customer service in hopes of reducing the bill, I was met with a no. This is extremely wrong, unfair, and I am disappointed.
- Expensive
- Clarity
- Problem solving
Preferred solution: Price reduction
User's recommendation: Do not enroll here!
Dallas, Texas
Thank you! Vickie Vertel 4700 Abbott...
The reviewer tried to contact the company before posting this review.
- - Bills rose dramatically over six months; past-due totals exceeded $100.
- - Switched to a cheaper provider; initial bill was $21.
Thank you!
Vickie Vertel
4700 Abbott Ave
#9
Dallas, Texas 75205
469.427.4241
Dear Customer Relations and lost customer division:
My last bill was over $60 dollars, then a past due total over $100.
I switch companies due to the Excessive over charges in these past six months. These bill doubled and tripled.
Talking to your customer service department was a great disappointment where all they wanna do is tell you the value youre getting and how much youve been charged through encore to provide lower pricing.
Interestingly, enough as I switched my service to TXU my first bill was $21.
Right along what used to be my payments with your company.
I talked many times to your customer service department. They are unable to understand your customer. I was told that during a heat wave that was why the bill was so expensive.
My air-conditioning is a central unit from the apartment complex and I do not pay for air-conditioning this happened several times you can look at my complaint calls.
I referred very many people in my building to your company, and I feel terrible about that for my neighbors and have asked them to join me in getting the proper billing each month rather than huge uncalled for and unexplainable increases.
I am so disappointed and troubled about the cost, the absolute unprofessional and incapable Customer Service individuals that need training.
Happily I am with a company that is honest with billing, which is almost 75% less than you are and they dont lie. You should be ashamed of yourselves and I would like you to take a look at my last bills.
Sincerely yours,
Vickie Vertel
Preferred solution: Full refund
User's recommendation: sooner or later they’re going to ask you to take a plan and it will be cheaper, but it isn’t cheaper. It’s more I couldn’t be more disappointed in a company just flabbergasted that day became highway robbers.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTo let people know about the company
- - Long wait times and rude reps.
- - Door-to-door rep quoted a price not honored, causing higher charges and a cancellation fee after switching.
Direct energy is the worst company I have ever experienced!!! Their customer service includes long wait times, rude reps, people who are hard to understand and it is hard for them to understand what you may be talking about.
If you want someone higher than a manager, forget that they will never let you talk to one. I had a rep come to my door and list a certain price but it was a lie. They charged me a higher price and never fixed it. I decided to go to a different energy company.
Direct energy is now making me pay a full cancellation fee even though I was lied to about the price.
This company does not care about its customers. You will be charged so much money that it is ridiculous.lies about price
- Lies about prices does not resolve issues does not care if they lose customers
Preferred solution: Price reduction
User's recommendation: Run
Galveston, Texas
I switched to Direct Energy and June, July and August bills were between $250-286. All of a sudden, bill jumped to $616 and I called Direct Energy and got no help.
- - Direct Energy didn't check the smart meter.
- - CenterPoint set up a wellness check.
- - Supervisor wasn't helpful.
Direct Energy didn't do anything to check the smart meter. When I suggested that they call Centerpoint, they said it wouldn't help.
I hung up the phone and called Centerpoint and set up a wellness check for my smart meter.
Centerpoint suggested I call Direct Energy back and ask to speak to a supv. Supv wasn't helpful.
User's recommendation: Don't switch to Direct Energy. Bad experience.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerI email customer services
- - Since Direct Energy updated their website, I can't log into my account.
- - I emailed customer service two weeks ago and received no response.
Ever since Direct Energy updated their website, I cannot log into my account. I need my account to update my information when needed.
I emailed customer service but I didn't get a response. It has been two weeks ago.
Preferred solution: Log in to my account like before
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerBilled twice
The reviewer tried to contact the company before posting this review.
- - Double billed 291.45 on March 20; payment made March 25.
- - The rep was difficult to understand and said the call was being recorded.
I was billed twice for for the latest bill in the amount of 291.45 on the 20th of March then the payment I made on the 25th. The customer service was exponentialy disrespectful he even had the audacity of having to remind me that the call was being recorded.
I told him mine was being recorded also, the disrespectful behavior in the call was enough to give my wife the phone because she has a more level head than I.
She even got flustered with the rep. He was very hard to understand and he kept talking in circles.
- Call center can not stop and listen
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerSigning up for Direct Energy
The reviewer tried to contact the company before posting this review.
- - Sign-up lacks a friend's referral code.
- - Rates may be favorable vs. Eversource in CT.
- - On hold 30+ minutes; extension attempt; offices closed.
I am attempting to sign up for Direct Energy. I filled out the form on line until I came to the part where it asks me to provide your friend's unique referral code.
I do not have that. Someone mentioned that your rates are more favorable than the current Eversource rate in Connecticut. I called the number given if you have questions. I waited for over a half hour because heavy call volume was experienced.
When I was connected to a person and explained my dilemma, she said she would connect me with the extension that could provide me with that information. When I was connected to that extension I got a message that your offices were closed for the day.
Can you provide me with what I should do to fill in the friend's unique referral block or surpass it and sign up for your favorable electricity rates without that information.
As I said, I do not have a friend's unique referral code. Thank you
Preferred solution: information to fill in the block that requests your friend's unique referral code when attempting to sign up for Direct Energy
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPoor very poor services
- - My services were cut despite on-time payments and July 5 confirmations.
- - I was charged 83 for the mistake and documented damages with photos for court.
Someone woke up this morning and decides to cut my services I have paid on time every month even got confirmation for the services I needed on the 5 July.
Your charging me 83 for your mistake not considering all the damages I got my fridge my freezer took pictures to bring to Court
- Customet service zero help
Preferred solution: Full refund
User's recommendation: Never do business with them ever again
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerSharing of Mobile App
The reviewer tried to contact the company before posting this review.
I would like to know,does Direct Energy provide mobile phone SMS alert messages to electricity customers when their electricity bills are increasing?
Preferred solution: Let the company propose a solution
Terrible Company
- - Paid $100 for same-day power; it wasn't on.
- - Power activated by another company; no fee; $21 bill followed.
- - Refund denied; policy says non-refundable.
I asked for power to be turned on the same day. They made me pay $100 then after 2, hours it wasn't on so I contacted another company and my power was on without having to pay a fee.
I told them I no longer wanted their service because it took too long to turn on and asked for a refund. The representative said they had to connect power then turn it off for me to get a refund. They turned it on but I called the other power company to make sure that I was switched back. As soon as Direct Energy was turned off I was sent a bill for $21.
I then called to ask for my refund of $100 and they said the money is non-refundable. They are theives and robbers.
- Rude call center personal
- Direct energy fraud
Preferred solution: Full refund
User's recommendation: Do not connect power with them
Edmonton, Alberta
Was cheated by this company
- - Direct Energy renews service at a rate triple the regular rate, without consent.
- - Notice claimed by mail, but communications are online/email.
Direct Energy in Calgary is a dishonest company, which renews its service at a floating rate that is triple of the regular one without obtaining consent from its customers. They may say that they already sent you a notice by mail about this change but you may receive nothing, bear in mind that all previous communications are set as paperless (online, email).
If you refuse to accept such ridiculous charge, they have a collection team and contractor starting to bother you. Stay away from this company to prevent shocking bills (Direct Energy, PO Box 1515, STN M, Calgary, AB T2P 4K2).
User's recommendation: Direct Energy in Calgary is a dishonest company, which renews its service at a floating rate that is triple of the regular one without obtaining consent from its customers. They may say that they already sent you a notice by mail about this change but you may receive nothing, bear in mind that all previous communications aStay away from this company to prevent shocking bills (Direct Energy, PO Box 1515, STN M, Calgary, AB T2P 4K2).
Sherwood Park, Alberta
Ripped off
- - 13+ year Direct Energy customer; budget plan rose to 107.
- - Bill 326.88; paid 299.99; 107 disputed; facing late fees and collection for about 108.
Hi,
I was a loyal customer of Direct Energy for approximately 13 years or more for my current location. I always paid my account on time.
I was on the budgeted plan until JULY 2021, when I received notice via my bill that this amount was increasing from $89.00 monthly to $107. I contacted direct energy customer services immediately letting them know that I will no longer require their services for my gas. I will look else where as I am on a fixed income and I cannot afford the increase. the 2 other CSRs, Tania and Kary after this occurred.
When my final bill arrived dated Aug. 4 it included $107.00 which I told them I could not afford they both could not explain to me why I had to pay a budgeted amount when I was no longer a customer. Of the $326.88 on my final bill I made 2 payments of a total $299.99. I refused to pay the $107.
WHY? From my perceptive I don't know why i should be paying explain it to me . NOW I AM BEING CHARGED LATE FEES.
On top of that they a re threatening me with a collection agency for a little over $108. godd
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Texas City, Texas
Poor service too expensive
Never.
This company sucks
Honestly I dont recommend to you this company
Terrible!!!
- Rates were great in the beginning
- No pros
- Sneaky rate increases
- Direct energy fraud
- Over all experience
Preferred solution: Let the company propose a solution
User's recommendation: I don’t recommend too bad experience here
Good morning, Jose. We are truly sorry to know you feel this way.
You are really important to us and we would love the opportunity to help you find the best plan to suits your energy needs and budget. Please reach us through any of our communication channels: * The Facebook team at https://www.facebook.com/directenergy/ * The Twitter team at https://twitter.com/directenergy * Through our Live Chat department at www.directenergy.com. We will work diligently to find the best plan for you! We look forward to hearing from you soon.
Thank you for the feedback.
Have a wonderful day! - Sophie / Digital Care
Sherwood Park, Alberta
THEY ARE A RIPOFF
- - I've been a Direct Energy customer for 13+ years.
- - Budget plan rose to $107 in July 2021.
- - Final bill showed $107; I refused to pay.
Hi,
I was a loyal customer of Direct Energy for approximately 13 years or more for my current location. I always paid my account on time.
I was on the budgeted plan until JULY 2021, when I received notice via my bill that this amount was increasing from $89.00 monthly to $107. I contacted direct energy customer services immediately letting them know that I will no longer require their services for my gas. I will look else where as I am on a fixed income and I cannot afford the increase. the 2 other CSRs, Tania and Kary after this occurred.
When my final bill arrived dated Aug. 4 it included $107.00 which I told them I could not afford they both could not explain to me why I had to pay a budgeted amount when I was no longer a customer. I ASKED CSR TO NOTE IT ON MY ACCOUNT.tDODO Of the $326.88 on my final bill I made 2 payments of a total $299.99. I refused to pay the $107.
WHY? From my perceptive I don't know why i should be paying explain it to me .
NOW I AM BEING CHARGED LATE FEES. On top of that they a re threatening me with a collection agency for a little over $108.
Post a fourth time bro.
Edmonton, Alberta
PISSED OFF I WANT ANSWERS
- - Loyal Direct Energy customer.
- - Budget plan rose to $107 in 2021.
- - Final bill $326.88; paid $299.99.
- - Dispute $107; now facing $108 collection threat.
Hi,
I was a loyal customer of Direct Energy for approximately 13 years or more for my current location. I always paid my account on time.
I was on the budgeted plan until JULY 2021, when I received notice via my bill that this amount was increasing from $89.00 monthly to $107. I contacted direct energy customer services immediately letting them know that I will no longer require their services for my gas. I will look else where as I am on a fixed income and I cannot afford the increase. the 2 other CSRs, Tania and Kary after this occurred.
When my final bill arrived dated Aug. 4 it included $107.00 which I told them I could not afford they both could not explain to me why I had to pay a budgeted amount when I was no longer a customer. Of the $326.88 on my final bill I made 2 payments of a total $299.99. I refused to pay the $107.
WHY? From my perceptive I don't know why i should be paying explain it to me . NOW I AM BEING CHARGED LATE FEES.
On top of that they a re threatening me with a collection agency for a little over $108. I am not sure what your PROCESS is please advise me asap.
I can provide bills as I do not have them scanned at the time of this complaint.
User's recommendation: DO NOT USE DIRECT ENERGY
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: Another upset comsumer
- - I sold a property in Fort Saskatchewan 13 years ago.
- - I am harassed over a $301.54 January 2021 bill for the occupant; pay or prove sale.
Company fixed the issue and I have been provided with apology. My challenging DE resolved the issue, again!.
After many harassing calls and my challenging DE, they final advised that they had a mistake and nothing would effect my credit rating. This is the second occasion this has occurred and to put any customer through my experience is not pleasant. Like Trudeau says, "Sorry" and all is now OK without compensation!Looking for another provider and certainly advising my friends of my wonderful experience, again!
To make this go away, it was suggested I pay the bill or provide proof I sold the property 13 years ago from either Alberta Government Registries or from legal documents. International Collections Experts have been given the collection file and I have wasted more than enough time trying to make this go away. Perhaps DE could attend the residence and deal with the occupant rather than harassing me!
Preferred solution: Apology
User's recommendation: Deal with a reputable company
Received more calls from International Collections demanding payment. The caller stated that they receive numerous lies and I would have to deal with Direct Energy and they have not told them of any errors.
About
, , , ,
Direct Energy is a retailer of energy and energy services. With over 5 million customers in Canada and the United States, it is the largest energy and home services retailer in North America. The company was founded in Toronto in 1986. In 2000, the company was acquired by Centrica, the UK-based parent of British energy retailer British Gas. Direct Energy's U.S. operations span 20 states and the District of Columbia including: Texas, Ohio, Michigan, Illinois, Pennsylvania, California etc. In Canada, Direct Energy has operations in Ontario, Alberta, British Columbia, Manitoba and Quebec. Direct Energy is a regulated gas and electricity provider in Alberta, operating under the Direct Energy Regulated Services brand. For residential customers and small business, Direct Energy offers fixed price electricity and gas plans, as an alternative to the local utility. Through its services division, Direct Energy installs and services heating, ventilating and air conditioning equipment. It also can perform energy retrofits and other energy management projects at larger facilities.
Direct Energy is ranked 383 out of 2572 in Utility category
Canada
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You didn't do anything wrong, but neither did DE. You just moved near the end of a several months period of high usage. If you moved next March, your account would have a credit and they'd be sending you a check.
Direct Energy failed to communicate an amount being accrued in the background. I was told if I owed anything, I would be told up front.
They did not do that.
Even when I was cancelling on the phone, they did not mention anything being due. I thank you for responding in an unbiased way :)