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When DE's cost per KWH exceeded the local West Penn Power cost, we decided check on our contract. I called the DE office and spoke with a representative, and after reviewing the options concluded we would not renew.
However, our subsequent bill contained a continuation of the DE charges at the "current" going rate, which was an increase of 64% above the initial contract. That's right: a 64% increase. When we called to stop DE service, the DE rep told us that they could not end service in "mid billing cycle," hence we needed to stay with them for another month at the absurdly inflated price. However, we then spoke with a West Penn Power representative who told us that we did NOT need to stay with DE, given that we had no contract. She recommended calling DE back, reiterating that we have no contract, and inquiring about a termination fee. In a second call to DE, the same DE rep person was unable to connect us with a supervisor to attempt resolution.
So, who's right? West Penn Power, or a phone rep for Direct Energy? DE claims it has the right to end a contract at any time --but that appears to be a one-way ticket, usable only by the company. And one has to wonder, how can billing (a simple IT task) not be stopped at any time, mid-cycle or not?
If the mother ship (West Penn Power) says that a customer does not need to continue service with DE without having a contract, that seems like a policy that every subsidiary should honor. DE apparently does not reflect the customer service level that WPP assumes it does.
If you go with one of DE's plans, be sure to keep track of every bill and every notice, don't hesitate to shop around for better deals, and be sure you don't get shorted by the tiny print if you decide to end service. Theirs is not the only game in town. ”
“ 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. ”
“ Highly upset with Direct Energy! After being a loyal customer for 9 years you would think they would do everything possible to keep you as a customer for another 9 years... I have never missed or paid late, however, for some reason my payment did not go through in August. Direct energy did not make me aware of this. I log into my account in September and i am in disbelief on the amount amount owed. I contact them directly and come to find out, i submitted a payment with an old debit card on file. Ok, i get it, my mistake. They set me up on a payment plan for an additional $84 per month and i should be caught up in February of 2025. Well, i logged into my account for November and my bill came out to $504. After all the years i have been with Direct Energy i have never received a bill so high. So again, i call them and the person i spoke with informed me that she has reversed a late fee notice and to submit a payment in the amount of $454. I submitted my payment and now my power is off because they stated she was not authorized to remove the fee and i did a partial payment. I informed them that i only submitted the payment they required me to submit. I liked having direct energy, obviously, i have been with Direct Energy for 9 years, however, they have lost a loyal customer! ”
“ Terrible charging me double would not reimburse me by bill was so high for the last year2024. No one contacted me to say my lock in had expired. Bad bad company ”
“ Spent a few weeks trying to switch to them. Back and forth between them and Eversource. Got my bill and I still have Eversource, not CT energy. What gives? ”
“ On Nov 11, 2023 got a knock on my door from a Direct Energy Salesperson, Lie 1: who preceded to tell me that would save me money on my variable supplier cost on my electric bill. I have a fixed rate on my electric bill, by the English word "Fixed" on my electric bill. Lie 2: And "Doing a check on past customers". I HAVE NEVER BEEN YOUR CUSTOMER! And then I pull my electric bill up on my phone and voila the rate is fixed. Lie 3: "Well, that is only the fixed part of the bill the variable rate is on the next page." Wrong: The rate on the next page is what AEP is charging that month for electric if you don't have a supplier. And details out that if you can get a better rate than the variable, then you can switch suppliers, and use the apple-to-apple comparison tables for Ohio customers put out by the Public Utilities Commission (PUC). Then I told him my township buys electricity in bulk and gives a lower rate to all township members which includes my address. Like going to Costco or Sam's Club and paying for the same product in bulk. At this point, if the salespeopleare lairs and frauds, I can only imagine what the company would be like when you signed a contract. What a joke of a company! Need negative stars. Just avoid this company, not looking out for customers, and must be teaching salespeople to lie to potential customers. Caught him in 3 lies in a matter of 3 minutes. Just do yourself a favor and do your own research if you are thinking about switching. Those Door-to-door salespeople should be outlawed. ”
“ Our bill went up $200- this month FOR DELIVERY OF SERVICESWE DID NOT USE MORE ELECTRICITY. This increases was based of this companys OVERPRICED DELIVERY CHARGES! Im DISGUSTED ”
“ Did you know that direct energy will allow anyone to call say that they have purchased your property and have your service shut off without even notifying the customer on the account whos been paying the bill for 10 years?? ”
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Opted out of being switched to Direct Energy. My account was still switched. After 2 billing cycles, I am getting my gas from NatGrid paying a much lower rate. The subsequent calls to have my account credited took a monumental effort of a third party. It is so awful that I filed a complaint with the NYS Dept of Public Services and was told a rep would contact me providing info regarding this account. Rose left me a message 2 days in a row and when I called the # provided back, I was told there is no Rose and my account is closed. No further information.
I am hoping that the efforts of this 3rd party will bring this billing nightmare to an end ”
“ Many weeks after signing up, we were advised that we weren't customers or even qualified customers. After a long telephone call everything was fixed - or so we were advised. Then another letter in the mail from DE, many weeks later to advise that our account name and numbers were wrong. Another phone call then another letter. Finally we joined another supplier only to receive an acceptance letter from DE. Which required additional time and attention to rescind. ”
“ I went thru a ton of questions just to be told I can't the provider I chose because I used LiHeap the previous year. ”
“ Was charged 135$ ETF for canceling within 20 days of contract expiration. Was told because I have yet received my renewal via mail which comes with 15 days left of contract I was assessed a fee. So I was less than 5 days too early in switching service. This is foul and disappointing that they would not compromise and the reps were not helpful including supervisor. Have several homes and will never use or recommend Direct Energy. ”
“ In 2020, Direct Energy refunded my deposit because I canceled my service agreement with them in good faith. I acquired the agreement while shopping at Sam's Club in the Houston, TX area. The rates in the agreement were 20-40% higher than they showed me at the Sam's Club. It is my understanding that such pricing practices are known as bait and switch.Direct Energy decided that they wanted the deposit refund back. When I refused to repay the refundable deposit, Direct Energy reported their error to the 3 credit bureaus, negatively impacting my credit during the pandemic and continues to do so today. In my opinion, Direct Energy did not deal with me honestly. I thought they were trustworthy because they were selling their product in Sam's Club, of which I am a long-time loyal member. I made Sam's Club aware of the misleading practices of Direct Energy to no avail, as Direct Energy continues to sell energy deals in 2023 in the Sam's Club in Friendswood, TX. ”
“ Singed up for direct energy, but two months later Im still receiving bills from evergouge. Whats the deal? ”
“ I canceled direct energy in February...they say it takes 2 months for the billing cycle to complete.....during this time even tho you canceled they are still billing you. . I find this to be unfair ”
“ I signed up months ago still waiting to be connected? ”
“ Really bad experience- when confronted they are Pointing fingers at others ”
“ Direct Energy has called me 6 times in the last 24 hours. I have been unable to commit to enrolling due to being at work, and wanting to review my current rate. I reviewed the PUCO website last night and they advertise rates that are attractive. I called them today to sign up. They said I would have to do that online. I attempted to do it online and what is advertised as .0659 fixed for 21 months is not showing. The lowest rate on their site is .0749. I went back on the apples to apples comparison and the lower rate is still there. What a scam Direct Energy! Stop blowing up my phone! ”
“ When moving and switching appliances, they did not switch my service. There was no communication. I was informed false information and when called out, they refuse to make things right by offering the rate that was told. Plus was hung up on by a representative. Terrible customer service and rude representatives. ”
“ So I used to have Bounce Energy before DE bought out the company and I noticed my rates started going up. After my last contract term ended (Sept) I renewed at $.17 per kWh. I had less than 1000 kWh through October and my Bill on Nov 1st was $362 lmao. So i cancelled my contract, told them I was going to pay the Penalty. I got another bill 5 days later worth $265the penalty $150, usage for 5 days $81 and a bunch of other crap. Listen, I reap what I sow, I renewed so Im out over $620. If I can prevent anyone else from dealing with this piece of doodoo company, it will be worth it! ”
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