Direct Energy Reviews

I had Direct Energy for my provider from 2008 to 2018. I was very happy with the overall experience. I moved back to the area in 2022 and immediately called Direct Energy for service since it was so awesome when I used them prior. From 2022 until my contract was up May, 2024 I had HORRIBLE service. First of all the rates were extremely high. When I called to discuss, I had to speak with people I could not understand and NEVER got help or satisfaction. I found out later that Direct Energy sold their company to someone else (apparently to another country) and that is why EVERYTHING was different.

Just overall terrible. Their customer service department is useless. The kiosk sales people are scammy. Bad leadership qualities overall. Just look at the reviews, it's all bad and that pretty much sums it all.

I tried ordering energy from this provider. Applied online, tried calling to confirm, no one would pick up so I just assumed I wasn't getting service. The following day after I already set up service with another provider they sent a confirmation email stating they started service. After having to fight to get through to someone to cancel the service they are charging me for a cancelation fee. Then they said they cancelled the service, didn't cancel the service and now it is 11:39 pm. Finally got someone who says they cancelled the service but so they can charge me. This is the worst company in the world for energy. Customer service is Trash. I better not be charged because you fail to provide customers the service they should be provided. I highly recommend investing in better support. This company should be shut down. I had no information, no agreement of when the service would be on. Turn off the service and stop ripping people off. It should be illegal for you to even exist as a company.

I would like to give 0 if I can. Here's a cautionary tale about using Direct Energy as your electric provider. Our contract was expiring in February so we called about renewing it. We were told of a plan that was better than our current one and it would save us money. He even told us our highest usage last year during the summer would be a smaller payment under this plan. So, we signed up for a year. A month goes by and we were charged $150 for a minimal???? Calls are made saying why this is the case.

I do not recommend. Single mother on a budget every month. Was able to pay what I could (300) which left me with a 56 dollar balance. Only 56 and my electricity was cut off 5 days before I got my first of the month check to pay my new bill generated which was 250 and that included the 56 I had left from the previous month. Called spoke to 5 different levels of supervisors and was denied any help. Since it was cut off they couldn’t offer me a payment arrangement but when it was on they still wouldn’t offer me a payment arrangement without paying 30$ right then and there.

I signed up with Direct Energy and had the services for 18 months. When I changed to a different provider I received a huge bill to which I called for clarification. Upon receiving clarification I made arrangements with agent and it was accepted. Not 2 weeks later, I was contacted by a rep demanding payment in full to which I responded that arrangements had already been made; he would not acknowledge the arrangements. I followed up with an email outlining from there no phone calls would be received by me and that letters or emails only as I wanted it in writing. This email was acknowledged by 2 representatives. Now I receive a letter that it is going to collections yet I never missed a payment. I have sent Direct Energy a scathing letter in regards to this plus I have contacted the BETTER BUSINESS BUREAU. Do not use this company as they are out and crooks!

Made a payment arrangement and they still disconnected after I fulfilled my end of the bargain and I’ve been with them for years. 1st time making arrangement and then this happens. Not good look for business. Angry I just renewed this month for another year. May be seeking other alternatives.

NEVER NEVER NEVER do business with this company. They are extremely incompetent, unethical and do not have good business practices in place. They are extremely dishonest. You cannot reach any representative who have the comprehension grater than a kindergartener. The company operates like a 3rd world country and is extremely ineffective. Representatives are extremely limited on their knowledge and cannot assist you with your issue and they barely speak English.

Had service set up to be transferred on 1/13. Found out there was going to be a 3 day gap in my service being turned off and the landlords service being turned on. I set up a pay as you go account to turn power back on for 3 days. After approximately a week, I tried to get it shutoff. Now, on 2/7, I have been told 3 completely things and dates of when disconnection will happen. Had to pay $75 to get it restored. Now, after almost a month, the $75 is about used up for a house I don't even live in and had 2 providers serving that house. How damn stupid can you be and how many times do you feel the need to lie to a customer??? Another of these damn comments of, "oh sir, I completely understand" and I'll leave and pay the early termination. Rest assured, more phone calls will be made. Customer service sucks!!

I was already frustrated by phone calls 3 months prior to my contract ended telling me I needed to renew right away because my 1-year contract was "almost up." I needed to update payment info after my last card was canceled due to fraud. The payment couldn't be updated online because any link to add payment logged me out as the user and returned me to the login page. This error was consistent both on my phone and PC, I assume to force customers to call sales reps. I found it was much easier to switch service providers than update my payment so I did. I've received a final bill with a $136 cancelation fee+ various "fees" totaling $176 yet the bill overall inexplicably says I owe $208, a $32 discrepancy not accounted for on the bill whatsoever.