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Update by user Oct 14, 2017

Our power was finally restored after several more calls back and forth. Our experience working with the senior managers and staff from the President's office was satisfactory. We were helped by Bryan who resolved our issue promptly.

Original review posted by user Sep 04, 2017

We live in TX and were under a mandatory evacuation order due to the risk of flooding from Hurricane Harvey. We were out of town before this order was issued and so did not turn off the power before we left.

We were concerned about electrical hazards in case our house flooded so we contacted Direct Energy. They said we could TEMPORARILY disconnect our power and we could have it turned back on when the danger of flooding had passed. We called the company the next day to cancel our request to temporarily disconnect our power and were told there was no such request made in the first place, which itself should have given us a clue about their inefficiency. Turns out they PERMANENTLY disconnected our power the next day!!

We came home to a house with no power. We called Direct Energy twice to ask them to reconnect power and both times were assured the request was put in to reconnect our connection. Four days later we are STILL without power! We finally called the energy supplier CenterPoint Energy who told us that Direct Energy actually asked for a disconnection of service and would have to request a new 'Move-In' order and not a 'reconnection' request which Direct Energy reps keep sending them.

I fail to understand why Direct Energy would first of all permanently disconnect our power and then put in an incorrect request to have it turned back on! Absolute incompetence!

We have a young infant at home and have been living without power in the Texas heat for almost a week now!! This is the WORST experience I have EVER had with a customer service...do NOT do business with Direct Energy!!!!

Product or Service Mentioned: Direct Energy Electricity Supply.

Reason of review: Poor customer service.

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Direct Energy Verified Representative


Thank you for reaching-out to us. We sincerely apologize for the experience and we want to work-out the situation as soon as possible.

For a quick resolution you may contact us at either DEdigitalcare@directenergy.com or via Facebook or Twitter (@DirectEnergy).

We sincerely apologize for the situation and we look forward to resolving this swiftly resolving the matter. Sincerely, - Henry


Doesn't Texas have other power companies that you can choose from? You must have chosen Direct Energy because they told you they were cheaper than others, etc.

You can choose which power company to use in Texas. Go to the main Texas government website and then to the section for the Texas power commission and they have an aid for you to plug in your zip code which will give you the options for your area.

to h.kitchener #1366554

Yes there are other companies we can choose from. Truth is, we were quite happy with the Direct Energy until this past week and their rates are reasonable. However because of this terrible customer service experience we are probably going to switch to a different company unless they resolve our issue ASAP.

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