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Over 30 minutes hold time to speak with customer service and they do not offer recommendations for issue resolution!
On line bill pay account is always locked and unable to process or submit payment! ”
“ Direct Energy had the best price for my needs and they provided all they promised. ”
“ Hadn't received a bill in 3 months and couldn't understand why until I was notified of a change in my provider to another company, problem is, I did not authorize the switch to another company. I never even thought about switching until this whole fiasco. I was charged $40 after the situation was resolved, for what? I don't know. Looking to leave them asap. ”
“ Worst decision I have ever made when it comes to choosing an energy provider. We signed up for the nights on command and then when I logged into my account it said we signed up for the weekends of command plan. I had not even heard of the weekends on command plan before and was upset then confused. We tried calling about that but decided to just stay with the plan because it was more convenient. Our bill the first month was $37.00 and our landlord and neighbors said that is pretty normal and at most the bill gets to $60.00 with their energy providers. The bill then jumped to $123.00, then $137.00 the next month. I tried calling to see if this was a mistake because we are not home most of the day during the week, and do not use lights during the day when we are home because we have so many windows. We even unplug almost everything in the house! The only thing we leave on all day is one window A/C unit for our dog. Our house is barely 600 sq ft, with no central heating and cooling, so this price was outrageous. We tried calling to see if there was a mistake but the lady on the phone just kept trying to explain how to use the website... I know how to use the website. She was no help at all and we are switching. We were told it would be a $139.00 cancellation fee which we were fine with, but then decided to tack on 6 different fees to that making it $217.00! Seriously, this energy company has terrible customer service, is over priced, and will screw you over with crazy additional fees never mentioned in the contract. ”
“ The free nights are not free. Do not fall for this at all. My bill has never been over $250 and now its over $400. I asked to why and I was told it was because the free nights are double the amount of what a regular price is. The direct energy agent was the one that did the figuring and could not explain why it was different and would not adjust it or let me speak to a supervisor. ”
“ Horrible C S unit. Couldnt answer any questions about the transfer they initiated due to buy out! Chat service is slow and poor. Basic account questions couldnt be answered. ”
“ When my electric provider exited the market last May, I was forced to go to a direct energy company. After 2 days I found another provider due to the rate I was offered. Since then, my identity was stolen by a person who had access to my social and opened up a fraudlent account online. They didn't pay the bill for 3 months and it went on my credit rating. My credit rating dropped 120 points for a $181 charge that wasn't even mine. They let anyone enroll online and don't need to show any proof, but to clear this up on my credit rating I need to provide 5 different documents, including a notarized statement and a police report. That is just irresponsible to not ask for proof at the time of opening an account. So if they get your information, don't be surprised if your identity is stolen and you have to suffer my pain. ”
“ I paid my account in full $217 and some how they still sent a disconnect notice to center point. Thats a trash ass company. Come home to no power. And now there close so i have to wait until they open to get my power back on. ”
“ Had a fellow come to the door, he did introduce himself, I saw where he was from and stopped him from going into his speil, told him I was happy with whom I'm with. Got a little testy, asked me if I didn't support the troops. I told him of course I do. He told me this was his second job since he got out of the service, I thanked him for his service. I still can't figure out what him being a veteran has to do with me not wanting the services (Direct Energy) he was wanting to tell me about. Told me it was ridiculous for me to stay with whom I am with. His name was Joseph. I didn't want to rate this, but it made me. ”
“ My agent Amanda, was amazing. She has extensive knowledge of the service plans, and helped me compare the plans to find the one that was best for my family. This type of customer service makes me happy to have direct energy as my energy provider. Thankyou Amanda ”
“ Not one email about missed payment despite having electronic billing. Even got an email saying thanks for your payment. Then 10 days later they shut my power off after sending one letter. Didn't read it because I have autopay and I read the emails. Pretty ridiculous to send me thank you for payment emails and then cut off my power. I will never use this company again. ”
“ After contacting Direct Energy over the phone for my very first time, after being transitioned from my previous company and put on a very high rate month to month plan, I waited on hold for 10 mins to speak to a representative about my service. Once a rep was available, I explained the need to lower my price per kw, because 16.5 seems extremely high to me considering the other company's offers in the area at 6.5. I was then informed that the only option available to me, to get 11.5 before oncor fees, would be to sign a 2 year contract with them, even though I have been on a fluctuating month to month for over 3 years. When asking about that rate at a month to month, the rep stated that they could not offer that to me based on their policy. I asked if customer service was their priority over policy and she said no, that the policy was more important. She did not try to retain me as a customer and only tried to get me to sign a 2 year contract with a company that I have just started with, instead of offering me something that tailored to my needs. That is the most terrible customer service for an electric company especially when the competitive rates are so much better. Instead of trying out this company, I will be moving my services to another one who cares about their customers needs instead of a contract where the business gets paid regardless of valuing the customer's needs. I was also not offered any of the promotional things that they apparently offer to new customers, free echo dot's and such that I noticed on their welcome page. ”
“ The Customer Service Chat Representative "Amanda" Was Very Helpful and Was Very thorough. Thank you Amanda. ”
“ I was just concerned about when I'd be receiving my free Amazon Echo Dot, so I went in to live chat. To my surprise it was rather fast and easy to use. Cres got back to me quickly to answer my question. I thought I'd have to call and be on hold to speak to someone since mine was a new account, but I didn't and I was satisfied with the answer and service I was given!! Thanks so much for making it so easy! ”
TRIED TO ESTABLISH HOME RESIDENTIAL SERVICE AND WAS UNSUCCESSUFUL
AFTER OVER AN HOUR ON THE PHONE TO 3 DIFFERENT PHONE NUMBERS AND
MULTIPLE CALL TRANSFERS, WAS NEVER ABLE TO FIND A REPRESENTATIVE WHO COULD HELP ME
LOCATED IN THE UNITED STATES... ALTHOUGH I REPEATEDLY REQUESTED THIS.
THE BUSINESS CUSTOMERS GET A US. REPRESENTATIVE IMMEDIATELY BUT NO ONE AVAIL. FOR RESIDENTIAL SIGN UP. I F A CUSTOMER CAN NOT GET A LOCAL REP WHEN THEY ARE WISHING TO APPLY FOR SERVICE. ONGOING CUSTOMER SERVICE WOULD NOT BE GOOD EITHER. ”
“ Kim @ Direct Energy was great. She is professional and answered all of my questions. ”
“ I have had a great experience with DE. A few hiccups along the way but nothing they could not handle quickly. I am pleased! The chat has actually worked awesome for me! ”
“ Great rate ”
“ I've been a Direct energy customer for several years. Upon renewal for the contract, I received a letter for my gas & one for electric usage. There is no place in the letter & or contract that says "To call Us to renew". I want cancelling so I thought, I should be ok where I am, and I will be in my plan. Well no, I was wrong. I'm on second bill that is sky high because of the new rates... Why isn't my supplier going to Bat for me? They are just squeezing me for more money. I did get $100 in a prepaid VISA to compensate for last months charges, but nothing for the same high rate again this month. Bastards. Can't adjust their billing statements? What a crock of crap. Buyer beware.... ”
“ Very happy with my experience, ”