Direct Energy Reviews 128

Customer Service is the worst. I am really frustrated with them.

If ever you should be approached in the mall, by a salesperson from Direct Energy. RUN SCREAMING! Direct Energy allowed someone who isn't on my account, access to my account. Instead of cooperating with the RCMP, Direct Energy decided to play "Perry Mason" with the police instead. To the point of frustration, where the RCMP decided that my complaint was more trouble than it is worth, and dropped my complaint altogether. Direct Energy exserted more effort into assisting the person, who they helped break into my account. More than they did by assisting me, their customer. I spoke to a smug, smarmy, unprofessional reprobate. By the name of Paul. Paul has license to speak to customers anyway he pleases. Because there is no manager within Direct Energy higher than him. If I could have given this sorry excuse for a company 0 stars, I would have. If you value your privacy, security, and identity. Avoid these dregs at all costs! They truly don't give a shit about you.

They feel free to take payments whenever they want! Watch for this.... clearly in 2026 they should be able to figure out a calendar!!!!

I would like to make the public aware of issues I had with Direct Energy. I put my house up for sale in March 2026 due to a medical necessity to relocate toe a Chartwell Retirement Residence. The house sold the first day and I contacted Direst Energy to cancel contract. I Wass told they would do so on 1 APR 26 and wave the requires 30 day required for the average plan they have to keep the payments at constant level.

I received a bill for March which I paid and the next day I received another bill to cover the so called savings per month. I explained this to three people in Customer Relations and explained the circumstances for being unable to cancel prior to 30 days. Which I find would have had not bearing on the catch clause that when you cancel this plan you are hit with all the charges you thought you had saved.

After speaking with three individuals in Customer Service staff which include to levels of supervisor. I was told that even under my circumstances (medical). they would not refund the addition charges.

I was deeply unimpressed by the cold attitude they had even with the circumstances I provided. There seemed to be a disconnect between the person I first stalked with and those further up the chain of Customer Service.

I would Direct Energy to ensure they put this contract issue in big red letters on each bill.

Direct Energy has terrible billing practices. They didn't send me a bill for one month. I contacted them and they said that no payment was due for that month. Then they decided to send me 2 bills due in following month. We are talking about $900. Ridiculous!

i have had no problems. I am on a budget plan. No surprises with my billing. It is always constant.

Terrible customer service. I was on the plan to pay the same amount monthly except it was never the same amount. It was high one month low the next. They don't honor the agreements they make. Plans are vey high.

I never deal with direct energy at all, always high bills.

I am seriously consider to change to other service provider after being their customer for nearly 10 years. The average billing is getting rediculously high espicially after these past two year. The customer service wait line is also getting longer and less profesional. The over quality had gone way down!

Direct Energy put services in my son's name without having a contract, signature, his home address, email. He was working out of town and rented a unit for 6 months. Direct Energy was not the provider, Burst Energy was service providers. My son canceled services with burst for October 31st, then 3 years later receives a call from a collection agency located in Belgium that he owes over 2500 for utilities. When he contacted Direct Energy, they could not retrieve the actual bills as he was told they are wiped out every two years and all they had was his final amount. How insane that a company can put services in your name without any contact or correspondence with the individual. 100% Scam Artists.

Absolutely worst company! No one speaks english, no one resolves or tries to help, no one understands requests. God for bid you get in contact with the US based agent. It’s an awful dishonest company!!

Wouldn't recommend this company, paid off a old account on Sept 2025 then 6 month later they added almost 500$ to my new account saying I owe from the previous account that I paid off, they said they can't remove the 500$ that I have to paid again and we'll nope I rather go back to TXU than to deal with them over charging me like this

Worst power company in Texas I moved here from Louisiana got connected through direct then one morning after dropping my kids to school they turn my power off I called and asked why they said my lease agreement so I sent it called back they said they needed more in total I sent over 50 emails trying to resolve this but guess what still nothing now me and my kids are in the dark.

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.

MY BILL DOUBLED SINCE GETTING DIRECT ENERGY!!!!!!!!!!!!!!!!

I've now had two salesmen come to my house to demand I show them my bill. They insist I'm paying fees I can't see and that they need to see my bill right now or else! Except when I review my bill, these fees don't exist. One salesman demanded I call my boyfriend who's out of town and get his password so I could log into the bill, and take pictures of it all. When kindly asked to leave my property, he still tried to give me a rant about the money I could save, and how I really need to show him the fee right away. What kind of company operates this way?

I will never resign a with direct energy. They are a terrible service provider and customer service is also unacceptable. Unreasonable over priced. Highly recommend anyone considering getting service from them look elsewhere if possible.

I spoke to 5 different representatives
No one has a clue how to help
And even made things worst
What a shame

I would never tell anyone to use direct.Energy, it is the worst electric company that you can go through.Do not use them

To whom it may concern:

I spoke with 3 different reps who didn't help. They all repeated the same information, and no one had a number for corporate office.
The last rep Mani #09133100 was rude and dismissive. Escalation group is a joke. He repeated what the other 2 reps before him stated. I suggest you save some money and get rid of the escalation group because they can't or won't help your customers.
My services were disconnected basically for $1.00.
I made payment arrangements on 12.15 for 96.00 payment and the balance to be paid on 12.26. Unfortunately, due to miscommunication the payment should have been $97.00. You all disconnected services and would not do anything to help me except to pay the remaining balance. If that was possible, I would have done that. I'm sure this will go on deaf ears but be assured I will never refer you to anyone. I will be sharing my story on any platform that will listen to my concerns with Direct Energy. No, I'm not always on time paying the bill but it gets paid. When you allow computers to make logical decisions you have a problem. I will be switching electric service as soon as possible.