All 2 Star Reviews

6 Customer Reviews Written Overall


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Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend
Confusing Policy leads to confused customer service
I signed up with this company a year ago, from the beginning they seemed disorganized and confused. For example, the terms of the contract I signed up for was never applied and instead I received and different contract terms. I was about to contact them and perhaps the authorities to make them abide by their original contract but when I received the first bill I saw that the calculated TDU fees were in fact far less than the contract terms (about $0.012/KWh), this is in direct contrast to every single contract terms I have read on all energy company websites, and all of them say the TDU fees are not marked up and directly passed to customer!! However I took the discount and was happy with until the end of my when suddenly the fees shut up and it did not make sense any more to stay with them. I called and spoke to their customer service in INDIA but could not understand adequately what they say (sorry nothing against Indians but very very difficult to comprehend the accent) more over, they were fully uniformed about the process and could not provide any sane logical explanation. So their customer service appear just a cheap front facade to fool the requirements. Yet when the billing time comes around they are quick to charge you a 5% for paying ONE day late, happened to me twice. At best I would say they cannot explain what the charges are and how it is calculated, thus I am signing off with them and would go to try another-- hopefully a better un-confused company with English speaking customer service. I would say that the price was good for a while, and if they put their act together and clarify the charges they may have some success, but not under current circumstances. Every thing that I did and worked was online, never placed a request or order change through phone- the online stuff worked.
Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

Qabel from Laredo on February 11th, 2016
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— CPL Retail Energy
Meh
Everything customer service wise was a hassle, but the price was pretty good
Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

Blanca Canales from Corpus Christi on July 18th, 2015
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— CPL Retail Energy
No Follow Thru
CS Reps are nice - but there is no follow through for the promises made. It takes me about 5 calls in order to connect with a supervisor as I keep getting hung up on each and every month. I am trying to correct a mistake in my plan which goes back to June.
Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

Bob from Spi on October 22nd, 2014
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— CPL Retail Energy
Neighborhood Blackout
I wouldn't recommend getting CPL as your electricity provider. They don't care about their customers. Their electricity goes out at least 6 times a year, sometimes for 10 hour straight, just like today. Oh there's a hurricane coming? One that's going to miss the city completely and bring about 10 mph wind? Here, have 3 days without electricity. They have these new RF meters they installed that reports back usage/diagnostics wireless like when the electricity goes out. Looks like it doesn't do it any good. What's the point of having it if your electricity goes out, while your front neighbors with a different electricity company still have theirs on? Brownsville, Texas.
Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

Evan Stephen from Brownsville on August 6th, 2012
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— CPL Retail Energy
Quick to disconnect--Slow to reconnect
I switched to Direct Energy when a
representative came to the door at a time that
I was displeased with TXU. I was offered a $200
gift card that was never received. My billing
date was set immediately before my monthly pay
date. With 3 kids in college and a due date
three days before my monthly pay check, I
sometimes did not have the entire amount by the
due date. I tried to change my billing date,
but it couldn't be done. When I tried to
negotiate payments, I could never reach a
representative. I was disconnected twice. Once
was a week after my due date and
the other time was immediately after the due
date. Each day it was near 100 degrees when the
power was disconnected while I was at work.
When I called upon arriving home, the Canadian
service representatives said that service could
not be restored before two business days, even
though I had paid in full. Oncor could not act
until the order was eventually received from
Direct Energy.
Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

Lori from Mesquite on August 10th, 2011
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— CPL Retail Energy
My Scary Bill
Turn off the lights to save energy,I told somebody. "Mom the bill is here,someone yelled. Lets see the price. What! 400.00 dollars! How much?. Four hundred dollars plus tax,I yelled back.We better change company,I told them.
Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

Lucero Nava from Mission on March 2nd, 2010
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— CPL Retail Energy


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