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.
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Direct Energy is a North American retailer of energy and energy services.