Review Time
Wouldn't recommend this company, paid off a old account on Sept 2025 then 6 month later they added almost 500$ to my new account saying I owe from the previous account that I paid off, they said they can't remove the 500$ that I have to paid again and we'll nope I rather go back to TXU than to deal with them over charging me like this
New account setup had some confusion and a payment was missed on my part. I received a notification saying to pay by the 2nd so they could “make sure there is no interruption of service,” but no disconnect date was mentioned.
There may have been additional information in the link from the first email, but that link was dead by the time I clicked it. Two days later, I received an invoice dated the 9th, again with no mention of an impending shutoff. Based on that, I planned to pay by the 9th.
My power was shut off on the 4th with no additional warning. The communication around deadlines and disconnection was unclear and inconsistent, and it led to an unnecessary service interruption.
I will not renew my contract with this service. They provide poor service and the customer support is unacceptable. The prices are unreasonably high. I strongly advise anyone thinking about using their services to seek alternatives if possible.
Very bad company to go with. They keep phoning me every week, and I have explained to them I am not interested. Then a guy called Mustafa is swearing at me and calling names to my mother, sister, wife. Very unprofessional. I want OfCom to to review this company customer service. There an absolute joke. DO NOT SPEAK TO THESE PEOPLE.
I wish I didn't have to give a star! These people are horrible to deal with. My electric bill doubled in the last two years. I tried to change my plan but was told I was in a contract and would cost me $325 to get out of it. I have had them for 6 years with auto draft and this is how they treat their customers. I do not recommend these scammers.
I’ve had nothing but issues from this company. I have never had bills as high as I do never had to get on average monthly billing. I regret switching from my other electric company that I never had issues with had for over a year never had bills nearly this high. But I feel for the sales rep who came to my door and claimed to be better. I’ve had my electric disconnected twice because they forgot to pull the money out and could not explain why the money was never taken. So then I had to pay them a disconnection fee and also had to wait several hours for the reconnection, even though the money was there in automatic payment was set up. I completely hate this company.
Ive been using Direct Energy for a while now with almost no issues with billing and reminders. As I sometimes work out of town and get pretty busy i do rely on reminders to pay and usually they are pretty good. With your contract services they will give you a large grace period to pay your bill if you forget like i do. I recently opted to get direct Energy Regulated Services for Gas (pay regulated fluctuating rate) with no contract and they do send the bills, but only warn you once by email that after 45 days past your bill due date they shut off your gas. NO OTHER SERVICE COMPANY does this that Ive dealt with. I forget and I rarely pay on time but I always pay. They've shut off my gas twice this year cause i was over 45 days late paying. Ive gone 3 months before on electricity, phone and cable without paying. No grace period with these guys. They dont care at all and they dont tell you steps to take when switching to regulated services. They leave you in the dark and cut you off when they see fit. DONT USE THEM. GO WITH SOMEONE ELSE!
If I could I would have given them zero starts! I have been fighting with them since June 16th and I paid what I thought was going to be the last one and I paid in the quick pay and today I know had to pay them for the third time. I would never use them again. I stopped using them in May. I would never recommend them and to get a hold of someone on the phone takes ten minutes going through the menu. WILL NEVER USE AGAIN. STUPID COMPANY
I have been a customer of Direct Energy for over six years, maintaining a perfect payment history, even during the COVID-19 pandemic. Recently, I relocated and contacted them to transfer the utilities to my new address. My initial call was satisfactory, and I scheduled the service transfer accordingly. However, upon moving in, I discovered that the utilities had not been connected. When I followed up, I was informed that the previous account had been disconnected and that they could not arrange for service connection at my new address. I was given the option to expedite the process for an additional $300. After 14 days from my initial request, I was advised that, since the account had been disconnected, they could now connect the utilities. Interestingly, the service provider at my new address was also Direct Energy. This experience has been disappointing and has led me to conclude that the company's priorities seem to favor profit over customer service. Consequently, I have decided not to continue my relationship with this provider.
If you go to choose energy for your right to choose your energy company stay clear of Direct Energy. From day one I had issues with the customer service and their website. I could not make payment on the website so it cause me a 30.00 late fee. When I called them to inform them of this I was just told to pay it. They had me locked in with a 2 year contract and a 295.00 cancallation fee if cancelled. However, the service was so poor I was willing to pay the cancellation fee after just two months of service. When I called to pay my last bill I could not pay it online. I called customer service again and it took 5 times for me to enter the number or say it before they can take may payment. The worst of the worst service every, what every you do say clear of DIRECT ENERGY.
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Direct Energy is a North American retailer of energy and energy services.
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