Direct Energy Customer Reviews

I've had Direct Energy at my apartment for nearly 13 years and have had no problems whatsoever with them. I had a contract with them when they were Houston-based, but when a Canadian firm bought them out, they refunded my $250.00 deposit with credits during the summer of 2012 and have been month to month since. My rates have been ok, around 11 cents/kwh, maybe 14 during the summer add Centerpoint carrying charges and taxes and it comes to around 21 cents/kwh on a monthly basis. They try to get me to go for "free nights" but there's no such thing as free electricity. All in all, Direct Energy is one of the best deals out there, with very little interruptions and great service.

Direct Energy has fantastic competitive rates, great customer service, and a user friendly website. Simple and cost-effective is why I'm a Direct Energy customer. Plus you get Get a $50 bill credit

I was pretty happy with the company and the plan(Free nights 9pm to 9am) I have. On my latest bill, there is an error. On all my previous bills, you will see "FREE Usage xxx kWh and FREE TDU Charges" but not on the latest November bill there is no credit for "Free TDU Charges" . So the amount is more than double because the FREE TDU Charges" were not credited. I had been trying to contact the online customer service but they just don't understand the bill at all.

I recommend it 100%

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The best rate, honest,they don't take advantage of their customers,, excellent customer service

I LOVE direct energy. Their customer service is fantastic. Every time weve called they have attended us in a friendly and efficient manner. Plus I got $50 off with this code: Y8PT5E

I have been with Direct Energy in the past and left thinking I could get a better rate. The customer service is excellent when you have any billing issues they treat you with respect. I went back to them this year and put their service on 2 houses. You will be pleased to know Direct has great people working for them.

As other people have had problems paying their bills before, during and with the continued covid crisis, Direct Energy has been there for me and my family through it all! I have never had a more positive experience with friendly and helpful customer service representatives than I have with Direct Energy! In several states to include Texas, no energy company has delivered the best experience!

I recommend 100% and i give 5+Star

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Very honest company

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They don't take advantage of in there customers like others company do,,thank you

Great deals. Good service

I contacted customer support because I used the wrong bank account to make a payment and they were quick to get it canceled so I didnt get an overdraft fee. Also assured me I would not be disconnected if my payment did not clear because the money came out of my cash app account and was denied but showed complete on their side. Completely satisfied with DIRECT ENERGY!!!

Email says "We'll send you an email update within the next 3 days when your order has been completed." But I haven't got any email so I went to chat the customer service after the 3rd day to get an update. The customer chat representative checked my order and it said it was approved and gave me the order details. Customer service Chat was prompt and didn't have to wait for a long time to get a response.

Customer

Thanks to Nery - we were able to resolve my doublepayment due to a quick finger and me not paying attention!!

I have been Direct Energy customers for 3 years, when I decided to move to my new house I called them (30 days before moving) to transfer my service to my new location (75056) but the representative told me the service is not available on that area and they don't charge me for early termination. When I saw my statement they charged me $135 for early termination, I called again and the representative checked my new zip code and agreed to waive this fee. Finally today after checking my credit card statement I saw they charged me $135. Really frustrated with their customer service.

The Customer Service Chat Representative "Amanda" Was Very Helpful and Was Very thorough. Thank you Amanda.

I have been with Direct Energy for 8 or 9 years now and, except for a few minor issues, have been pretty happy with their service. I use the live chat feature most of the time but, if I have to call customer service, I am usually not on hold too long at all and it doesn't take long to resolve whatever the problem is. The rates are a little higher than some lesser known providers but given the lesser known providers ratings, the higher rates are probably going to be worth it. In fact, my contract with Direct Energy expires this month and I had been shopping around for an electric provider with a lower rate but decided to go ahead and stay for that reason. All the providers offering lower rates had terrible ratings and customer reviews. I also found a few outrageous hidden costs and fine print nightmares among some of the lesser known providers. I would rather pay a few cents more and avoid having to battle with some other company's customer service department about a promise they made at signup they failed to deliver afterwards.

I've been w/Direct Energy for a few years now. Their plans & services are without a doubt, some of the best around. We're very pleased w/our ongoing rate of $0.0500 per kilowatt-hour is most competitive around. Their website is extremely user-friendly & customer service is outstanding. My ONLY complaint is the differences displayed online vs. paper bill. However, this primarily due to when I actually pay, a full week after the billing statement.

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I HIGHLY RECOMMEND DIRECT ENERGY AS AN EXCELLENT CHOICE FOR ELECTRICAL DISTRIBUTOR!

I just started, but everything has been seamless so far. I dont even have to do anything to receive my echo dot! I have free weekends so with the kids home at that time, Im loving it!

Direct Energy Customer Service is awesome. I am not easy to deal with, but Chas took ownership of the problem and hung in with me until it was resolved. It was an AutoPay issue and he worked with me, even involved his supervisor to get everything taken care of. Seldom do I find Customer Service where "Service" is the key word!

Needed help with my bill and cres from cs helped me out n was very kind

Cres was extremely helpful; answered all my questions and concerns.

Have been a Direct Energy customer for only one year with a great rate and great customer service, unfortunately the renew rate is 30% higher than what is available elsewhere. 10/19/18.

I have automatic withdrawal for the free weekends plan. I was not given notice that my contract was about to expire or had expired so I continued to lower the thermostat every weekend during the next 2 months. When my next bill was $100 higher, I contacted them to question it. That's when I found out it had expired 2 months prior and couldn't be restarted til the next month. I guess they will get extra money for the 2-3 months I was without the free weekend contract. Other than that, I have been happy with them. I just need to make note of my next contract expiration date because they probably won't notify me.

Excellent prices, but customer service not always the easiest to understand.

The customer service representative was most helpful.

Short waiting time, smooth, and straight forward

Melinda was very helpful and thorough in explaining

Far better Service and prices than I Had with TXU

A double payment was made on 8/25. I called that morning explained I needed one cancelled it was an accident I have rent due. Associate said I can't it has to go one bill that is not due yet. Talked to supervisor she says she fixed it. No money call back associate says it went to bill and there are no notes from supervisor. Talked to another supervisor ok I fixed it. Look on my account says future bill was paid. No notes from that supervisor either. Needless to say now refund did not even go in effect till the 1st of September and they are still saying 10 days. I Want my Money and I want you to pay my late fees. Immediately.

I have literally had ONE nice experience with CS seriously to the point that I am willing to pay the early disconnect fee just to not have to deal with them. Literally do not GAF about working with people in difficult situations. Condescending and rude

I have a fixed rate, so there is nothing to say except that the customer service is poor. Unlike the phone agents who refuse to accept complaints regarding it, the chat agents are eager to get you off the line. This will enable them to enjoy the remainder of their evening at home. They offer excellent rates. The answer is yes, but there is more to it than that.

I decided to terminate my DE service because there was lack of details/transparency in my statement. Unfortunately, after I switched my service provider, DE made another error in my last bill and overcharged me again. I can only contact DE through online chatting and the representative did her best in assisting me, which was good. However, it will take 1-2 billing cycle(s) to correct the error and their system can not even generate a ticket/tracking number for me to follow up. I believe such treatment is below industry standard and DE really needs to improve in this area to serve their customers better.

My bill is always paid in full each month. I just paid my bill for September on the 14th. I just checked my account and now my bill for October is $318 due on the 10th. How is that possible without any balance from the previous month? This is ridiculous, it really is. I NEED ANSWERS!!!

Tried to sign up with PHONE# THIER WEB PAGE COULDN'T F0INE ME ALTHOUGH I'VE BEEN CUSTOMER FOR YEARS COULDNT LOCATE USEING CUST # EVEN METER NO DIDNT WORK CHAT DIDNT WORK FINALLY WELL U KNOW 2HOURS LATTER

I was trying to have service shut off at one address and switched to another address. What a nightmare. I wanted service at new address on January 29th and electricity shut off at old address on February 2nd. I was on the phone for over an hour and a half and went through 4 people. Finally I told them to shut off service at old address on February 2nd and would find another provider for new address. I will NEVER use Direct Energy again

I made the claim 3/13/20 it took til 4/20/20 to complete. Customer service took days to call me back, very slow responding. However When the technician arrived, everything became better. He was able to get the job completed! Ive used HWA for many years and this was the first time It took so long to handle.

I ALWAYS have my lights turned off(never left on)and never have much plugged in but my wifi box 24/7 and sometimes my Tv & Xbox only when im watching tv other then that they are unplugged so concerve electricity and i still use almost $3-$4 dollars a day but the days i seem to use more electricity i use less money which I dont understand and it seems like the more money i put onto my account the faster it runs out and the more money i use . Honestly going to switch companys tomorrow when i get paid . This company is a waste of money

On October 30th, 2018 I called to renew my energy plan for 2019. After agreeing on the new rate, which is higher cost, I confirmed with the agent that this new rate was to take place after my existing expired on December 5th since my old rate was cheaper. The agent confirmed. Three days later, November 2nd, I received an email stating my new plan had been accepted and was effective October 4th, 2018 which was wrong and should of been December 5th, 2018 which was 2 months early. Twenty-seven (27) days later and ten (10) phone calls totalling more than 3 hours the issue was finally resolved. Was it a scam or a mistake, I DO NOT KNOW, but if this same thing happened to another 2 million customers, they have 6 million per the internet search, and only half caught their mistake, Direct Energy could of made an additional $13 million if the mistake amount was the same as mine which was $13.12 for only one month. When I asked for some compensation for my spending so much time on the phone, their comment was that I had already received $75.00 when I renewed my plan and they cannot offer compensation more than one time per year. I guess my 3 hours of time was worth nothing since this was all THEIR mistake. I will not renew with Direct Energy again and my suggestion is for each of you to monitor your renewal process for their mistakes. (Note, this also happened on my 2017 renewal but only took one or two calls) I have been a loyal customer of Direct Energy for 9 years.

My home has all the breakers turned off and I'm getting bills for a thousand every single month and it's been on the market for a year and a half that's impossible.

I have a vacant home it's been vacant for 15 months and they're charging me $1,100 a month and there is nothing in the home no utilities are on I turned off all the breakers. It's unbelievable how expensive they are.

Called because there website is broken. Asked for my usage and rate guy hung up on me. Called back to complain they didn't care. I have my card info on my computer can't pay by phone. Wouldn't wave the late fee because there website isn't consistent and can't control it. Asked about cancelling and side it would be 500$ then hung up on me

We have been with direct energy for a long time. They were great. Didnt know the company was sold ( should have changed the name ).but I could see the greed in between the lines. I wondered what was going on.We unfortunately renewed.they have become very bad. Many issues other customers already mentioned but also the way they treat paying customers! Even chat has become rude.

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Also communication in Email SUBJECT oops

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They want people to supposedly conserve energy. instead of incentives like most businesses they guilt, trip or whatever else unprofessional.we dont use that much electricity.even during the summer heat we are turned up to 80 with fans running.with this humidity we are trying to protect pets and people but also prevent mold,food,prescription Loss.again we dont use that much electricity for a household.

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How about direct energy and company cut back some..

30 dollars every time they send an email notifying you that your account is overdue. Forget to set up auto pay? 30$. Change your debit card and forget to update it with them? 30$. It costs you anywhere near $30 to send out an automated reminder? Nonsense. Can't wait until my contract is over. Avoid this company at all costs.

Started service on Oct 2021 was suppose to get $320. In gift cards . got disc. For some reason in November 2021. They could not give me the reason for disc. Still havent received GCs its end of March 2022.

They Have Been Charging Me For Saturday Over 6 Months And It's Supposed to be Free.

My patience is gone. I have been told so many different things regarding receiving my promotion. I will be leaving as soon as the contract is up and will never reccomend.

All of a sudden my bill drastically jumped up from around 118.00 to 300.00 I feel like its a scam going on!! Im about to call now because when I moved in my house they tried to raise my kilowatt price I had to call to tell them to correct it smh!!

I had 1 year contract with good price but when i moved because of my apartment problem, the electricity was transferred to my new address and disconnected.

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I called Direct Energy throughout my moving process to make sure everything was good. First it was transferred but because of my apartment problems i had to hold it for like 20 days .

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I called Direct energy and explained them everything. That i want it to be hold and start on which day of Sept . They said okay. I was hoping there to be electricity when i move but no.

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I called them and they said they don't hold but disconnect. I was never informed or explained about it. I was told my contract was cancelled that time when it was on hold which i had no idea about. I still had lot of months left on my contract.

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The agent told me i had to get new plan which was more expensive than my previous one. After an hour talk with the agent and her supervisor i was promised to be given my same plan for same rate. But she said since it was holiday i have to be on temporary plan for 5-6 days until next month starts. I agreed.

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When i got my bills for next 2 months it was double the rate of my previous plan . I talked with so many people and their supervisor on Direct Energy , they keep on denying what i was promised. They kept on arguing that it shows on their record that i signed up for the current plan. I explained in details with too many of their people. I told them to check as their was recorded conversation on the date i agreed to sign up for the plan on my new apartment.

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After wasting so much time and money, i was told after they investigated that what i told i was right. But they said sorry but they can't give me the plan. They wanted me to get me new plan now which cost double the rate.

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I wish i could give - negative star. Even though it was not my fault i have to suffer. NOW i am trying to find new plan but i don't want to continue with Direct anymore