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In Greater Houston and South Texas

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Direct Energy, LP

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Phone: (888) 305-3828 View Additional Phone Numbers 12 Greenway Plaza, Suite 600, Houston, TX 77046 View Additional Email Addresses http://www.directenergy.com

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Description

This company provides energy solutions and services for both residential and commercial consumers.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Direct Energy, LP include:

  • Failure to respond to 10 complaints filed against business
  • 16 complaints filed against business that were not resolved
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Direct Energy, LP include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

538 complaints closed with BBB in last 3 years | 232 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 115
Billing/Collection Issues 189
Delivery Issues 3
Guarantee/Warranty Issues 2
Problems with Product/Service 229
Total Closed Complaints 538

Additional Complaint Information

The BBB of Houston has received several complaints that exhibit the following pattern:   

According to consumer complaints, it has been alleged, Direct Energy utilizes the services of third party marketers. Some of the complaints received alleged, that the door to door salesmen do not properly identify themselves as Direct Energy employees, Instead, they are stating they work for various other energy companies in an attempt to switch consumers without their knowledge. The BBB suggests consumers request identifiers for proof of employment verification.

Please understand that this company is not an accredited member or registered with the BBB.
However, the BBB processes complaints for both accredited and non accredited businesses. Complaints are reported once they have closed and will remain on the company’s report for 36 months.

Additional Information

top
BBB file opened: March 26, 2002 Business started: 01/01/1985
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Public Utility Commission
1701 N. Congress, Austin TX 78701
http://www.puc.state.tx.us/
Phone Number: 888-782-8477
customer@puc.state.tx.us

Type of Entity

Corporation

Business Management
Mr. Ron Acree, Customer Solutions Manager Mr. Robert Comstock, VP/General Manager - Texas Ms. Lisa Dornan, Director Public Relations Mr. Cliff Healy Mr. Steve Murray, President Mr. George Papadogiannis, Sr. Mgr, Customer Care Outsource Mr. Dennis Weikle, Chief Operating Officer
Contact Information
Principal: Mr. DE Esccon
Related Businesses
Bounce Energy
Business Category

ELECTRIC COMPANIES

Alternate Business Names
CPL Retail Energy CPL Retail Energy / WTU Retail Energy Energetix, Inc First Choice Power Gateway Energy Hess Energy Marketing New Leaf Energy NYSEG Solutions Vectren Source WTU WTU Retail Energy
Licensing

Many local municipalities, townships, and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with them as well.


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    12 Greenway Plaza, Suite 600

    Houston, TX 77046 (918) 493-9556

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 W MYTRLE ST

    Angleton , TX 77515

  • THIS LOCATION IS NOT BBB ACCREDITED

    210 South Hood

    Alvin, TX 77511

  • THIS LOCATION IS NOT BBB ACCREDITED

    4100 International Plaza

    Fort Worth, TX 76109 (817) 731-0099

  • THIS LOCATION IS NOT BBB ACCREDITED

    8 Greenway Plaza Suite 806

    Houston, TX 77046

  • THIS LOCATION IS NOT BBB ACCREDITED

    Box 901088

    Fort Worth, TX 76101

  • THIS LOCATION IS NOT BBB ACCREDITED

    CPL Customer CorrespondenceP.O. Box 180

    Tulsa, OK 74101

  • THIS LOCATION IS NOT BBB ACCREDITED

    CPL Customer PaymentP. O. Box 22136

    Tulsa, OK 74121 (713) 877-3500

  • THIS LOCATION IS NOT BBB ACCREDITED

    Direct Energy Cust. PaymentP.O. Box 660300

    Dallas, TX 75266

  • THIS LOCATION IS NOT BBB ACCREDITED

    Direct Energy Customer CorrespondenP.O. Box 56648

    Houston, TX 77256 (713) 877-3500

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 25111

    Lehigh Valley, PA 18002

  • THIS LOCATION IS NOT BBB ACCREDITED

    WTU Customer CorrespondenceP.O. Box 180

    Tulsa, OK 74101 (713) 877-3500

  • THIS LOCATION IS NOT BBB ACCREDITED

    WTU Customer PaymentP.O. Box 21588

    Tulsa, OK 74121

  • 7767 Old Telegraph Rd

    Severn, MD 21144

  • THIS LOCATION IS NOT BBB ACCREDITED

    .

    Rochester, NY 14623

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 Rella Blvd Ste 300

    Suffern, NY 10901

  • THIS LOCATION IS NOT BBB ACCREDITED

    190 Welles St., Ste 110

    Forty Fort, PA 18704

  • THIS LOCATION IS NOT BBB ACCREDITED

    164 West Eagle Road

    Havertown, PA 19083

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 N. Washington Square, Suite 805

    Lansing, MI 48933

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Governor St.

    Evansville, IN 47702

  • THIS LOCATION IS NOT BBB ACCREDITED

    One Vectren Square

    Evansville, IN 47708

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 3037

    Evansville, IN 47730

  • THIS LOCATION IS NOT BBB ACCREDITED

    222 S Main St # 2

    Columbia, IL 62236

  • THIS LOCATION IS NOT BBB ACCREDITED

    707 E. Calton # 142

    Laredo, TX 78041

  • THIS LOCATION IS NOT BBB ACCREDITED

    4800 West Waco Dr # 140

    Waco, TX 76710

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 659603

    San Antonio, TX 78265

  • THIS LOCATION IS NOT BBB ACCREDITED

    221 W. 6th St

    Austin, TX 78701 (866) 238-1360

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 139019

    Dallas, TX 75313

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 660300

    Dallas, TX 75266

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 201

    Tulsa, OK 74102

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 22136

    Tulsa, OK 74121

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 180

    Tulsa, OK 74101

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 21930

    Tulsa OK, OK 74121

  • THIS LOCATION IS NOT BBB ACCREDITED

    122 S Texas St

    Emory, TX 75440

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  • Billing or Collection
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  • Guarantee or Warranty

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Additional Phone Numbers

  • (866) 322-5563(Phone)
  • (866) 469-2464(Phone)
  • (877) 877-3268(Phone)
  • (888) 305-3828(Phone)
  • (888) 552-5596(Phone)
  • (918) 493-9524(Phone)
  • (918) 493-9556(Phone)
  • (972) 373-3810(Phone)
  • (972) 373-2216 (Fax)
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Additional Email Addresses

Find a LocationX

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Complaint Detail(s)

7/20/2014 Problems with Product/Service
7/19/2014 Problems with Product/Service
7/19/2014 Billing/Collection Issues
7/18/2014 Advertising/Sales Issues
7/12/2014 Billing/Collection Issues
7/11/2014 Problems with Product/Service
7/6/2014 Problems with Product/Service
7/6/2014 Billing/Collection Issues
7/4/2014 Billing/Collection Issues
7/2/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
6/30/2014 Advertising/Sales Issues
6/29/2014 Billing/Collection Issues
6/28/2014 Problems with Product/Service
6/20/2014 Problems with Product/Service
6/20/2014 Problems with Product/Service
6/18/2014 Billing/Collection Issues
6/17/2014 Problems with Product/Service
6/14/2014 Advertising/Sales Issues
6/14/2014 Billing/Collection Issues
6/14/2014 Problems with Product/Service
6/14/2014 Billing/Collection Issues
6/14/2014 Problems with Product/Service
6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing in attempts to get an urgent issue resolved ASAP and have the poor customer service I received resolved. On *** 22nd at 2:30pm I called Direct Energy to have services started at my new location. I gave the representative all the needed info to start service she ran my credit and informed me no deposit was not needed and service would be installed tomorrow which would have been today the 23rd. At the end of the call she informed me that she could not in fact start my service because the last tenant who stayed at the residence did not disconnect service. Then informed me that it was nothing she could do. I questioned how this had anything to do with me and why I was not informed of this in the beginning of the phone call before I took a hit on my credit. She didnt have an answer. At this time I requested to speak to a supervisor in which I was on hold for 25 minutes before the line was disconnected.I called back and immediately requested to speak to a supervisor at this time (3:08pm) I spoke to ****** explain to him the situation at this time he informed me that all the information that the prior rep had given me was false and that he would ensure her supervisor was aware for coaching purposes. He then informed me that ***** (another rep) would get me set up and installed tomorrow (which again would have been today the 23rd.) ***** set me up, running my credit again now giving me 2 hits on my credit, he gave me my account number and we ended the call. Today is the 23rd I have been waiting now till 1pm. I called Customer service for an update on when services would be on at this time I was informed by 2 different agents that I did not have an account with Direct Energy. I again requested to speak to a supervisor. ***** id #***** got on the line pulled up my account on the 1st try and informed me that I would not be installed till the 28th of May and that there was nothing she could do about it. Cut and dry. I requested the number for corporate she told me that she didnt know what it was. I questioned why was I told by 2 agents and 1 Supervisor that I would be active today and you are telling me the 28th? ****** response was (I dont know). Horrible leadership skills for a person in a position as a Supervisor. I was lied to and if I had known that I would not have electric service till next Wednesday I would not have gone with this company. I move into my home tomorrow. I have 2 children. I cannot be without power for 5 days. This is unacceptable. Please resolve this issue asap. Please also pull the recorded phone calls.

Desired Settlement: Honor Appointment as promised.

Business Response:

June 2, 2014

[Complaint No: ********]  – ****** *****

Account # *********

COMPLAINT SUMMARY:

Ms. ***** states that she established services on May 22, 2014.  She contacted Direct Energy on May 23, 2014 to inquire about the new service; however, was told twice that she does not possess an account.  When speaking to a supervisor, she was advised that the service would not be “installed” until May 28, 2014.

SUMMARY OF INVESTIGATION:

On May 22, 2014, Ms. ***** contacted Direct Energy and spoke with a supervisor.  She stated that she had previously spoke with an agent who had started the enrollment process, but was advised at the end of the call that the enrollment could not be processed due to the land lord still possessing power at the premise.  She was also concerned that her credit score was negatively impacted due to the credit check that was performed.  The agent did advise Ms. ***** that the soft-based credit check will not impact her credit.

The supervisor advised that he would attempt to look for a call that was placed when Ms. ***** spoke with the previous agent, as there was not an enrollment processed or notes on the account to indicate any prior calls.  The supervisor then left Ms. ***** with an enrolling agent who proceeded with a new enrollment.  The agent advised that the move in should complete the following day (May 23, 2014); however, mistakenly entered the start date in the system for May 28, 2014.

June 2, 2014

[Complaint No: ********]  – ****** *****

Account # *********

COMPLAINT SUMMARY:

Ms. ***** states that she established services on May 22, 2014.  She contacted Direct Energy on May 23, 2014 to inquire about the new service; however, was told twice that she does not possess an account.  When speaking to a supervisor, she was advised that the service would not be “installed” until May 28, 2014.

SUMMARY OF INVESTIGATION:

On May 22, 2014, Ms. ***** contacted Direct Energy and spoke with a supervisor.  She stated that she had previously spoke with an agent who had started the enrollment process, but was advised at the end of the call that the enrollment could not be processed due to the land lord still possessing power at the premise.  She was also concerned that her credit score was negatively impacted due to the credit check that was performed.  The agent did advise Ms. ***** that the soft-based credit check will not impact her credit.

The supervisor advised that he would attempt to look for a call that was placed when Ms. ***** spoke with the previous agent, as there was not an enrollment processed or notes on the account to indicate any prior calls.  The supervisor then left Ms. ***** with an enrolling agent who proceeded with a new enrollment.  The agent advised that the move in should complete the following day (May 23, 2014); however, mistakenly entered the start date in the system for May 28, 2014.

Business Response:

June 9, 2014

[Complaint No: ********]  – ****** *****

Account # *********

COMPLAINT SUMMARY:

Ms. ***** states that she established services on May 22, 2014.  She contacted Direct Energy on May 23, 2014 to inquire about the new service; however, was told twice that she does not possess an account.  When speaking to a supervisor, she was advised that the service would not be “installed” until May 28, 2014.

SUMMARY OF INVESTIGATION:

On May 22, 2014, Ms. ***** contacted Direct Energy and spoke with a supervisor.  She stated that she had previously spoke with an agent who had started the enrollment process, but was advised at the end of the call that the enrollment could not be processed due to the land lord still possessing power at the premise.  She was also concerned that her credit score was negatively impacted due to the credit check that was performed.  The agent did advise Ms. ***** that the soft-based credit check will not impact her credit.

The supervisor advised that he would attempt to look for a call that was placed when Ms. ***** spoke with the previous agent, as there was not an enrollment processed or notes on the account to indicate any prior calls.  The supervisor then left Ms. ***** with an enrolling agent who proceeded with a new enrollment.  The agent advised that the Move In should complete the following day (May 23, 2014); however, mistakenly entered the start date in the system for May 28, 2014.

Ms. ***** contacted Direct Energy on May 23, 2014 when services had not established.  The agent advised that the start date was set for May 28, 2014.  He then assisted Ms. ***** in changing the start date from May 28, 2014 to May 27, 2014, which was successful.

COMPANY RESPONSE:

Our records indicate that Ms. ***** spoke with an enrollment agent on May 22, 2014. She was advised that Direct Energy utilizes soft-based credit checks that do not negatively impact a customer’s credit score. The enrollment agent set up an order to have Ms. *****’s service connected the following day; however, the order was processed with the default Move In date of May 28, 2014.

Ms. ***** contacted Direct Energy on May 23, 2014 to inquire about her Move In.  During this contact, the customer service representative discovered that the Move In date was scheduled for May 28, 2014.  In an effort to expedite the Move In, the customer service representative revised the start date to May 27, 2014, which was the earliest available date.  Our records confirm that  Ms. ***** was successfully connected on May 27, 2014.

In recognition of the inconvenience, a credit of $30.00 was applied to her account as a gesture of goodwill.  A complaint analyst attempted to reach Ms. ***** on multiple occasions to discuss the matter, but has been unable to reach her or leave a message.

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory.  

If Ms. ***** has any further questions, Direct Energy would be more than happy to discuss this matter further.

*

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/9/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/9/2014 Problems with Product/Service | Complaint Details Unavailable
6/8/2014 Problems with Product/Service | Complaint Details Unavailable
6/7/2014 Problems with Product/Service | Complaint Details Unavailable
6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: According to direct energy my account has been in a variable rate since oct 2012. They claim to have sent me a renewal notice around that time, but I never received any such notice. They made no further attempts to contact me since that time. I spoke with ******* regarding complaint number ******

Desired Settlement: I would like to be reimbursed for the difference between the fixed rate and the variable rate electricity costs.

Business Response:

May 22, 2014

 

Customer Name: *** *******

Account Number: **********

Case Number: ********

 

Good Morning,

 

The account belonging to *** ******* was enrolled with Direct Energy on June 14, 2011 for electric supply on a fixed rate of $0.0689/kwh for 12 months with no cancellation fee. We submitted a cancellation request to the utility; the utility accepted and provided an effective date of May 21, 2014.

 

Direct Energy investigated Mr. ********* concern in detail. After Mr. ********* initial term expired, his account rolled onto a month to month variable rate. According to our records, a renewal notice was mailed on May 9, 2012 advised that the fixed rate was about to expire and would automatically revert to a month to month variable rate. The letter advised to contact us about available renewal options; however we did not received a response to the renewal notice. Due to these findings, no reimbursement is owed.

 

Mr. ******* contacted our Customer Service on May 1, 2014 in regards to his renewal. We offered Mr. ******* a fixed rate of $0.0739/kwh for 18 months with no cancellation fee which Mr. ******* declined and requested to cancel. Mr. ********* concern regarding not receiving a renewal notice was forwarded to the Resolution Department. The Resolution Department contacted Mr. ******* on May 14, 2014 regarding the above mentioned findings; however he was not satisfied.

 

Direct Energy attempted to contact Mr. ******* on May 20, 2014 regarding any additional concerns. However our attempts were unsuccessful. A voicemail was left with my contact name and phone number to the Resolution Department. Once contact is made any additional concerns will be addressed at that time.

 

Please feel free to contact me if you have any additional questions or concerns.

 

Sincerely,

 

******* ******

************

Direct Energy Resolution Department

 

May 22, 2014

 

Customer Name: *** *******

Account Number: **********

Case Number: ********

 

Good Morning,

 

The account belonging to *** ******* was enrolled with Direct Energy on June 14, 2011 for electric supply on a fixed rate of $0.0689/kwh for 12 months with no cancellation fee. We submitted a cancellation request to the utility; the utility accepted and provided an effective date of May 21, 2014.

 

Direct Energy investigated Mr. *******’s concern in detail. After Mr. *******’s initial term expired, his account rolled onto a month to month variable rate. According to our records, a renewal notice was mailed on May 9, 2012 advised that the fixed rate was about to expire and would automatically revert to a month to month variable rate. The letter advised to contact us about available renewal options; however we did not received a response to the renewal notice. Due to these findings, no reimbursement is owed.

 

Mr. ******* contacted our Customer Service on May 1, 2014 in regards to his renewal. We offered Mr. ******* a fixed rate of $0.0739/kwh for 18 months with no cancellation fee which Mr. ******* declined and requested to cancel. Mr. *******’s concern regarding not receiving a renewal notice was forwarded to the Resolution Department. The Resolution Department contacted Mr. ******* on May 14, 2014 regarding the above mentioned findings; however he was not satisfied.

 

Direct Energy attempted to contact Mr. ******* on May 20, 2014 regarding any additional concerns. However our attempts were unsuccessful. A voicemail was left with my contact name and phone number to the Resolution Department. Once contact is made any additional concerns will be addressed at that time.

 

Please feel free to contact me if you have any additional questions or concerns.

 

Sincerely,

 

******* ******

************

Direct Energy Resolution Department

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Direct Energy has fraudulently sent us a bill claiming we owe them $180. They said we sent them an NSF check for $180. They have put it in collections and it is affecting our credit. We called the customer service and they said the balance was 0.00. This is an account that we had open for only 1 month 8 YEARS AGO in 2006. The account was paid in full and the balance on the account is 0.00. They need to remove it from our credit IMMEDIATELY! This is fraud, trying to collect money on a closed account and trashing our credit at the same time.

Desired Settlement: I need a letter stating this is not our bill. I need it removed from our credit immediately!

Business Response:

May 28, 2014       

Better Business Bureau case #: ********

Account # *******

COMPLAINT SUMMARY

****** and ****** ******* stated that Direct Energy fraudulently sent them a bill claiming they owed  $180.  They state Direct Energy advised in the letter that they had made a payment of $180 that came back as an NSF  The ******* states that Direct Energy put them in collections and it is affecting their credit.  The customer states that customer service was called and they advised them that their balance was $0.  The account in questions was open for one month 8 years ago in 2006.  The account was paid in full and the balance on the account is $0.  The ******* state that Direct Energy needs to remove their name from collections immediately and this is fraud.  They state Direct Energy is trying to collect money on a closed account and they want a letter stating that this is not their bill.

SUMMARY OF INVESTIGATION: 

****** and ****** ******* were customers of Direct Energy at *** ********** **** ************ ** ***** from June 16, 2006 to July 18, 2006. 

A review of Direct Energy records showed that the final invoice dated July 21, 2006 was paid in full for $221.75 on July 31, 2006.  The balance on the account is $0. 

On March 16, 2014, another customer processed a payment through the IVR with a credit card and mistakenly keyed in the account number for Mr. and Mrs. ******* closed account.  Their account number varied by one digit.  The system applied a credit card payment of $180 to the account number belonging to the *******.   

On May 7, 2014, Direct Energy received a merchant chargeback from the credit card company for $180.  The system automatically generated a letter to the customer account, that of ****** and ****** *******, notifying them of the reversed payment that was entered on their account.  The letter is an internal Direct Energy process to notify a customer of a transaction.  No collection activity was initiated nor reported to any credit agency due to the chargeback.  A copy of the letter dated May 7, 2014 is attached. 

The customer who miss-entered the account number for a credit card payment did not contact Direct Energy about the issue, but rather disputed the charge with her credit card company.  She made a replacement payment on her correct account.  It was not until May 7, 2014 when Direct Energy received a chargeback from the credit card company that we became aware of the issue. 

The payment  of $180 was reversed and removed from the Leader’s account May 7, 2014. 

Customer Service spoke to ****** ******* on May 13, 2014 and he declined to verify a password to inquire about the account information.  He called to state he had received a letter from Direct Energy regarding a $180 unpaid balance.  He was advised that the account was closed and that the balance was zero.

A Better Business Bureau inquiry was received at Direct Energy May 20, 2014.  

No collection activity was initiated by Direct Energy. 

The analyst spoke to Mrs. ****** ******* when she returned a phone call on May 22, 2014.  Mrs. ******* was advised that the letter was computer generated due to another customer entering the Leader’s account number for a credit card payment in error.   It was confirmed to Mrs. ******* that Direct Energy has not turned the account over to collections.  She believes that the letter caused her to credit to be adversely effected.  I advised her she may want to contact a credit reporting agency to request a copy of her credit report. 

A letter was sent to the ******* as they requested confirming that the $180 unpaid balance was not theirs and had been removed from their closed account effective May 7, 2014. 

COMPANY RESPONSE

Direct Energy confirms that ******* and ****** ******* were customers at *** ********** **** ************ ** ***** from June 16, 2006 to July 18, 2006. 

The account is closed and has a $0 balance.

The payment applied erroneously to the account for $180 caused a computer generated letter to be mailed to the owner of the account when a merchant chargeback was received. 

The payment was reversed from the Leader’s account May 7, 2014.  No collection activity was initiated. 

The ******* were called May 22, 2014 to notify them of our investigation and a letter was sent to them confirming that the payment was mistakenly placed on their account and had been removed as soon as the error was discovered. 

If Mr. or Mrs. ******* have further questions, they may contact Direct Energy at ************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are being charged .08690 for our electricity supply and it should be .0488 according to our contract since August 2014.account #**********

Desired Settlement: refund and corrected electricity supply charges.

Business Response:

 

March 26, 2014

 

Customer Name: ***** ******

Account number: **********

Complaint Number:  ******

 

 

Good afternoon,

 

The account belonging to Ms. ****** was originally enrolled with Direct Energy Services on June 6, 2013 by way of an inbound sales call.  The account was enrolled for electric supply on a fixed rate of $0.0488/kWh through July 31, 2014 with no early termination charges.

 

On March 21, 2014, Ms. ****** was issued a reimbursement check in the amount of $64.37, due to an incorrect rate issue.  The reimbursement was calculated for the difference between the incorrect rate(s) charges and the contract fixed rate of $0.0488 from July 18, 2013 through January 21, 2014. Ms. ******** was billed with the correct rate of $0.0488 on the February 2014 invoice

 

We apologize for any inconvenience this issue may have caused Ms. *******  We spoke to for Mr. ****** on March 25, 2014 and have resolved her concerns.  Mr. ****** may contact our Resolution Department at ***** ******** should they have any further questions.

 

Please feel free to contact me if you have any further questions or concerns.

 

Thank you,

 

*** ******

Direct Energy Customer Solutions

**************

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.We were not charged the correct amount for the month of February , the bill we received was billed at .06194 and it should be .0488 per kilowatt hour so once again they are charging me more than the contract states.They owe me a credit or refund for February of nine dollars.I attached a copy of the bill Thank You.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******




Business Response: On March 21, 2014, Ms. ****** was issued a reimbursement check in the amount of $64.37, due to an incorrect rate issue.  The reimbursement was calculated for the difference between the incorrect rate(s) charges and the contract fixed rate of $0.0488 from July 18, 2013 through January 21, 2014. Ms. ******** was billed with the correct rate of $0.0488 on the February 2014 invoice and each invoice after.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/31/2014 Problems with Product/Service | Complaint Details Unavailable
5/27/2014 Problems with Product/Service
5/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have electric service with Direct Energy, my payment is due each 19th, In the last four months I called to customer service to make my payment on each 19th. Although I made my payment on time I was charged late fee supposedly because my payment posted late, I spoke to a supervisor ****** in the Spanish line , I explained to her that I made my payment on time, she stated that in order to make the payment on time I should schedule the payment one day before the due date, I told her that I did not know that because the customer service representative people did not notify me about it. So the next month march I did as I was told I made my payment on the 18th, the payment was withdrawal from my bank on the 21th and I was charged late fee again supposedly because my payment was received until the 03/24/2014, I requested to speak to a supervisor again , I spoke to ****** and he said that they did not consider the payment until the funds are secured on their account, and he advised me to make the payment 5 days prior to my due date. Any other company validates the payment on the date you make it or if it needs to be schedule days before in order to go through on time they have a statement advising how many days before or before certain hour for example payment after 5pm EST will post the next business day but this company does not give you that option and its ridiculous that I have to schedule the payment 5 days before my due date, I am just worry that the next time they are going to tell me to make my payment 10 days in advance.

Desired Settlement: I would like to have the terms clear about when I need to make my payment in other to post on time, and I would like to have any late fee reverse from my account.

Business Response:

Dear Mr. *********

Thank you for contacting Direct Energy with your concerns.  At Direct Energy we are committed to provide the best customer service possible and, upon receipt of your concerns, an investigation was opened on your behalf.

A review of your account indicated that the only time in the past four month in which your account was assessed a late payment fee was on your March 26, 2014 bill.  A late payment charge of $8.81 was assessed to your March 26, 2014 bill which was the result of the application of the payment past the due date of March 19, 2014.  We understand that this payment was processed with agent assistance on the bill due date of March 19, 2014, which posted on the account on March 24, 2014.  The investigation revealed that the agent who assisted you, inadvertently processed the payment incorrectly.  Because the unmatched information entered, the payment was placed in a suspense account on March 21, 2014.  The next business day, the payment was manually transferred  to your account.  Had the payment been  processed correctly, your account would show a posting date of March 21, 2014.

Please allow us to explain how the payments are processed.  As with any other company, we need time to draft the payments made towards an account balance from the banking institution.  This process can take up to 24-business hours.  However, when a payment is made on the due date of the bill, during business hours, the company has a 24-hour grace period for these payments to post without penalties.  Only after that timeframe, the balance is assessed a 5% late fee on the past due amount owed.  The late payment fee of $8.81 you were assessed was credited to your account on April 22, 2014.

In addition, and as indicated on your bill, your due dates are not always on the 19th of the month.  These dates can vary depending on when the usage is received from ONCOR, your transmission utility company. When your monthly usage is received, the transactions are processed and  the bill  is issued.  The due date on the bill reflects 16 calendar days from the issuance of the bill.

Please accept our apologies for any inconvenience this issue may have caused.  We attempted to contact you to go over your concerns, but were unable to reach you.  If you have any questions, or if we can be of further assistance, please do not hesitate to contact our customer service at 1-888-305-3828, Monday through Friday from 7:30 am – 8:00 pm CST.

Sincerely,

***** ******

OOTP – Complaints Analyst

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: CPL retail energy has owed me 300 dollars since September 2013. Now the account holder is not me it is ******* *******. We had an unauthorized change in our energy provider and we didn't realize until we got a bill saying we had disconnected. We called and tried to go back and they said they would put a work order to remove the charge. This was Sep. 25, after I made numerous calls and they all gave me different dates as too when I would get the money credited. Some said 10,45,30, or three billing cycles to show on the bill. Nothing was EVER done. I had to switch despereately since they said they were going to cut us. One day a door to door salesman told us to switch to Direct energy but didn't say they were CPL. We switched thinking it was a good deal and it so happened we were lied to and it was CPL. I sent a yellow cancel paper a day after to cancel since they said it would and nothing ever happened again. Instead they sent the bill from September that had that 300$ cancellation fee I have been disputing. It is now May 2014 and they are all telling me the same thing each time that it may take two billing cycles and theres nothing they can do. Numerous workorders have been put in. AEP said that there was a hold on our account and that no company could come in. Leaving us without power and forcing us to pay for the bill that was not charged. we have taken out money from places to pay for this and it has been a mess. Calling on lunch hours and the automated system doesn't help either. I keep getting transfered to places that I don't need and being placed on long holds.

Desired Settlement: I would like a refund of that money. It has been too much and too many calls. I deserve compensation for that. Being left without light was horrible our food spoiled and my husband works at home frm his computer so he had to miss work as well.

Business Response:

May 23, 2014

[Complaint No: *********  – ******* *******

Account # *********

COMPLAINT SUMMARY:

Ms. ******* ****** states that CPL Retail Energy has owed her a credit of $300 since September 2013. Ms. ****** states that she should be the primary account holder, not ******* ******** She states that her energy provider had been switched from CPL Retail Energy without her consent. On September 25, 2013 Ms. ****** states that she contacted CPL Retail Energy regarding this matter and was told that she would be switched back to CPL Retail Energy and that the early termination fee would be waived. Ms. ****** states that the agents told her it would take between 10 and 45 days or three billing cycles for the fee to be waived from her account. Ms. ****** states that the issue was never resolved, and in concern of disconnection, desperately switched providers.

Ms. ****** switched her service to Direct Energy through a Door to Door enrollment around May 2014. However, this agent did not explain Direct Energy’s affiliation with CPL Retail Energy. Being that the early termination fee from her CPL Retail Energy account was never resolved, the balance transferred over to her new services. Ms. ****** states that the issue was still not resolved and that she had spoken with numerous agents that advised her that the termination fee would be waived in up to two billing cycles. Further, she contacted AEP and was told that a switch hold was placed on her account and that she would not be able to switch providers until her balance was paid off. Ms. ****** states that she experienced additional difficulty paying her balance due to CPL Retail Energy’s unsatisfactory customer service systems.

SUMMARY OF INVESTIGATION:

Ms. ******* ****** has been a responsible party on behalf of Mr. ******* ********* CPL Retail Energy account at **** ********** **** ******* ** ***** since April 15, 2014.

On August 09, 2013, Ms. ****** successfully enrolled for services in her name with CPL Retail Energy at the premise listed above. However, she rescinded this service on August 12, 2013, three days within the customer rescission policy. As such, she was no longer the primary account holder.

On the same day, August 09, 2013, a Mr. ***** *******, attempted to switch services for the premise to CPL Retail Energy. This request was cancelled due to being overridden by another enrollment for the premise also that same day.

Once more on August 09, 2013, another switch for the premise was attempted, instead by Mr. ******* *******. This switch was successful and completed on August 15, 2013 and established Mr.  ******* as the primary account holder and CPL Retail Energy services at the premise.

On September 09, 2013, services were cancelled due to an inbound drop from switch. Records indicate that a new enrollment with another provider was requested for the premise which generated the cancellation. Before contacting CPL Retail Energy on September 17, 2013, Mr. ******* ******* attempted to reenroll services. According to notes on the account, Mr. ******* ******* and ******* ****** state that they did not authorize this switch and the cancellation of services with CPL Retail Energy. Mr. ******* was notified that it could take up to 45 days for an inadvertent switch to be processed and return to flow with CPL Retail Energy. Further on September 17, 2013 a drop from Move In was processed and services were effectively moved from CPL Retail Energy to another provider.  

According to records and upon pulling the enrollment call, Mr. ******* ******* reenrolled with CPL Retail Energy on April 15, 2014. The balance of $546.10 was applied to the new account, because it had remained unpaid from the previous account. This amount included consumption charges of $219.99, an early termination fee of $300, and a collection interest fee of $26.11.

On April 30, 2014, a Deferred Payment Plan was agreed to by Ms. ******** *******, an authorized contact on the account, in order to pay the outstanding balance. However, this payment arrangement was broken and as such, a switch hold was placed on the premise. On May 14, 2014, the premise was disconnected due to non-payment. Services were reconnected on May 15, 2014 upon receipt of payment of the outstanding balance.

COMPANY RESPONSE:

 Ms. ******* ****** is not the primary account holder and as such is not directly responsible for any charges on the account nor does she have liability for services at the premise. Any charges or credits associated with this account are connected with Mr. ******* ******* as he is the authorized account holder. Mr. ******* ******* and the other authorized contact on the account, ******** *******, have had multiple accounts with CPL Retail Energy since February 1, 1994, the latter of which has an outstanding balance on her previous account of $799.23. Due to multiple enrollments occurring on the account within the same time frame along with a switch to another provider, it caused the system to generate an early termination fee. In this, the early termination fee of $300 was technically valid; however, it has been waived in the interest of customer service to account for the customer’s request. A complaint analyst has contacted Ms. ****** regarding this matter and she was satisfied with the resolution.

CPL Retail Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Ms. ******* ****** has any additional questions regarding this resolution, CPL Retail Energy would be more than happy to discuss the matter further.

Consumer Response: Better Business Bureau:

This letter is to inform you that Direct Energy, LP has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/16/2014 12:35:08 PM and assigned ID *********

Regards,

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/24/2014 Billing/Collection Issues | Complaint Details Unavailable
5/24/2014 Problems with Product/Service | Complaint Details Unavailable
5/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am recieving 4-6 calls a day on my phone and my wifes phones from Direct Energy ************I have asked them to stop calling and spoke to supervisor to stop calling. They still harrass me. How do I make them stop? Lawyer?*****

Desired Settlement: Stop Calling me.

Business Response:

May 12, 2014

BBB Case Number ******** * ***** *******

Account # *********

COMPLAINT SUMMARY

Mr. ***** ******* states he has been receiving 4-6 calls a day on his phones from Direct Energy 888-701-1115.  He states that he has asked them to stop calling and spoke to a supervisor to stop the calls, but they are still harassing  him. He would like to know if he needs to retain a lawyer to have them stop calling him.

SUMMARY OF INVESTIGATION: 

Records confirm that ***** ******* was a customer of Direct Energy at *** **** **** ***** ********** ** ***** from December 10, 2012 to March 25, 2014.

Mr. ******* has a long history of untimely payments and his account did not possess a zero balance from January 21, 2014 to March 19, 2014. He was issued a disconnection notice on March 2, 2014 for $60.71 and a second disconnection notice on March 16, 2014 for $274.65.

Collections placed calls to the customer on March 17, March 18, and two calls on March 19 and voice messages were left.

An Inbound Drop from Switch was  received from the market on March 25, 2014, indicating that Mr. ******* would be ending his service with Direct Energy. Mr. ******* was issued his final bill on March 26, 2014 for $287.69, which was due April 14, 2014 and included a past due amount of $267.81. 

Upon the receipt of Mr. *******’s Better Business Bureau complaint a 30 day hold was placed on the account, while an investigation could be completed.   

COMPANY RESPONSE:

Direct Energy attempts to provide our customers every opportunity to pay their bills before turning accounts over to a third party collection agency. 

Courtesy calls are made to customers as reminders to prevent a disconnection of service and to offer payment plans to assist with past due balances.  Mr. ******* has received calls from collections and messages have been left. 

At present, the valid outstanding balance is $287.69 and is currently in collections. Collections calls will continue until the account balance is  paid in full.

If Mr. ******* has further questions he may call Direct Energy at 888-741-0009.

Please find attached:

March 16, 2014 Disconnection Notice

March 23, 2014 Bill

March 26, 2014 Final bill

*

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear Sir/Madam I signed up with them to supply gas & electric and my contract apparently ran out in December. I was never told it runs for a year then goes to a variable rate. When i called @ Jan **** the lady told me its in the contract that after a year it goes to a variable rate which the gas is .78 instead of the .54 cents that i was locked in for. So shame on me i guess, but i thought they would send out a reminder. Then she says she can lock me in at .54 again which ticked me off so i cancelled out. She didnt inform me that it would take 45 days to switch back to my original company either or i would have signed back up despite being screwed already. To make matters worse both my gas and electric were cancelled same day but my electric goes back to original company on Feb *** but my gas ( which is going through the roof in price wont be switched back until march * **. Thats going to cost me three hundred dollars alone for that month. Can anything be done - seems its a sneaky way to do business. Thanks *****

Desired Settlement: I would like to be billed at my original rates so i would be credited for dec,jan & feb. the higher amounts i paid

Business Response: Good Afternoon,

The account belonging to *** ******* was originally enrolled with Gateway Energy Services on September **, 2012 for electricity supply on a fixed rate of $0.0929/kWh and gas supply at the fixed rate of $0.589/CCF, for 12 Months with no early termination charges. *** *******’ electricity supply was cancelled on February *, 2014 and the gas supply is scheduled for cancellation on March *, 2014. 

Gateway Energy investigated *** *******’s complaint in detail. After *** *******’ initial term expired, his account rolled onto a month to month variable rate. An introductory letter that included the terms and conditions of the agreement was mailed to *** ******* on September **, 2012, detailing the automatic variable rate at expiry of the initial term. Based on this information we have fulfilled the terms of the contract and no reimbursement is due. 
*** ******* contacted us on January **, 2014 and requested cancellation of his gas and electricity accounts, which normal processing time for a cancellation request to be completed is 1-2 billing cycles. We submitted the cancellation requests to the utility; the utility accepted the transaction and provided an effective date of February *, 2014 for the electric supply and March *, 2014 for the gas supply. 
We apologize for any inconvenience this issue caused *** *******. We called *** ******* on February *, 2014; however we were unable to reach him. *** ******* may contact our Resolution Department at ***** ******** for any further questions.

Please feel free to contact me for any further questions or concerns.

Thank you,
******* ***** ******* ****** ********** ********** **************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I was never told that when I canceled my service it might take two billing cycles to switch over. Had she told me that before I canceled it I would not have switched. This is going to be  two months of much, much higher bills. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Consumer Response:

At this time, I have been contacted directly by Gateway Energy Services Corporation regarding complaint ID *******, however my complaint has NOT been resolved because:

[Your Answer Here]

I give up ..... Knew it wasn't going anywhere 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** *******

Business Response:

May **, 2014

 

Name: ***** *******

Account number: ********************

Case Number:  *******

 

 

Good Afternoon,

 

The account belonging to *** ******* was originally enrolled with Gateway Energy Services on September **, 2012 for electricity supply on a fixed rate of $0.0929/kWh and gas supply at the fixed rate of $0.589/CCF, for 12 Months with no early termination charges.  *** *******’ electricity supply was cancelled on February *, 2014 and the gas supply was cancelled on March *, 2014.

 

In response to *** *******’ rebuttal of our resolution in this matter, we investigated this matter in detail and determined we fulfilled all the terms and conditions of the contract.  After *** *******’ initial term expired, his account rolled onto a month to month variable rate.    An introductory letter that included the terms and conditions of the agreement was mailed to *** ******* on September **, 2012, detailing the automatic variable rate at expiry of the initial term.   Based on this information a reimbursement is not due to *** *******.

*** ******* may contact our Resolution Department at ###-###-#### for any further questions.

 

Please feel free to contact me for any further questions or concerns.

 

Thank you,

******* ***** ******* ****** ********** **********

###-###-####

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Gateway Energy Service a year ago, with an option to cancel anytime. When my rate increased raptly, I contacted the Gateway Energy Service to switch, unfortunately I was on hold for half an hour each time for several day. Left massages,send emails but nobody responded since January . When I called my local PPL company, I was told that I need to ask Gateway to disconnect, then I will be able to switch back to PPL. What a rip off. I decided to write a letter, no one responded to me. Finally, on March ***, 2014 I reach someone, ******. He gave me such a hard time and asked why I am even considering to cancel, I had it! ****** put me on hold. Then after that I finally got my confirmation# ******, and was told that it will take 1-2 billing circle to switch..unbelievable!!! Of course we are in April now and I still have the charges listed on my PPL bill. Over roll it looks like I had overpaid $226. I called Gateway again to tell them that I was charge too much and I want my money back. This time a miracle happen i got through!! The representative just smile and said that they will not refund anything. Also,I have to wait on the next bill and I should not the Gateway charges. I lost a lots of time and money dealing with this company, all I wanted is to have my money refunded to me. It is absolutely not a far practice and very unpleasant customer service.

Business Response:

May 8, 2014

Customer Name:  Anita Pekala

Account Number:  0873541005

Case Number:  10029244

 

Good Afternoon:

The account belonging to Anita Pekala was enrolled with Gateway Energy Services on February 23, 2011.  The account was enrolled through an inbound sales call.  The account was enrolled for electric supply on a fixed rate of $0.0769/kWh through February 1, 2013.  The account was cancelled April 3, 2014.

*** ****** expressed concern with billing.  After review of the account it was found *** ****** did not receive proper renewal notification at the end of her initial fixed rate term.  The company mailed *** ****** a reimbursement on June **, 2013 due to the lack of a renewal notice and the account migrating to month-to-month pricing.  We placed the account on a transitional fixed rate term from May **, 2013 through September **, 2013 on the fixed rate of $0.08237/kWh.  Prior to the transition fixed rate expiry we mailed two renewal letters dated July **, 2013 and August *, 2013 advising the fixed rate was about to expiry and the account would automatically migrate to a month to month variable rate.  (letters attached)  We did not receive a response to the renewal letters and the account began the month to month variable pricing.  Based on these findings no reimbursement is owed.

We apologize for any inconvenience *** ****** may have had in attempting to contact our Customer Service Center.   Due to the colder than normal temperatures resulting in increased usage and higher bills, we were receiving excessive call volume.  Direct Energy provided an option to cancel an account online by contacting us at ************************************.  We do not have record of any an email being received for cancellation or a cancellation letter being received from *** ******.

 

*** ****** spoke with a customer service representative March *, 2014 and cancelled the account.  We submitted a cancellation request to the utility; the utility accepted the transaction

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My name is ****** ******** and I am trying to get some help with my electric provider, I have been with direct energy many years and in November due to the cold weather we was having I used more power than I normally use. Direct Energy called me because my light bill had almost doubled,and they offered me a plan that's called power to go,and said it would save me some money and give me the opportunity to pay off the 358.00 light bill I had gotten. But since then I feel they have stuck me with a plan that I couldn't afford.this is a pre paid plan and i wasn't told the truth about this plan.i have been trying to get them to let me pay extra on my balance that I have with them and they are telling me that I can't do that. With the 358.00 bill I got in February and my final bill they told me that I owed $827.00 in February and I have paid hundreds of dollars and only25percent of what I'm paying is going towards the balance.if I pay 85.00 that is only enough service for 6days and I can't use the air conditioner and washer and dryer until Saturday because i don't get charged for service from 11;59pmfri thru 11;59pm Saturday .if I use my air the $85.00s only last about 4 days,I have been trying to get the information I need to make payments that will go towards my balance so that I can get it paid off and go back to monthly billing.today I called and I wanted to pay 200.00 towarfs the balance but they want accept the payment unless I put it all on the plan they have me on and if I pay it only 25 %of it goes towards the balance.I have called and spoke with several customer service agents and have gotten no where,and when I ask for s supervisor I'm told that they are going to tell me the same thing,and I don't get to speak with the superviso ,so now they have put a block on my account so that I can't get another provider,nor will they allow me to make extra payments towards my balance.

Desired Settlement: they have locked me in this plan and I can't afford to pay like this,i would really like to get some help with this . Thank you ****** ******** ************ Sent from my Cricket smartphone.

Business Response:

May 7, 2014

Better Business Bureau ******** – Ms. ****** ********

Account # ******

COMPLAINT SUMMARY

The customer states she has been with Direct Energy for many years and due to cold weather in November 2013, she used more power.  She states she was called by Direct Energy because her light bill had almost doubled and was offered a Power 2Go plan stating it would save her money and give her the opportunity to pay off her $358 balance. Ms. ******** states she has been provided a plan that she cannot afford due to it being pre-paid, which she feels was not explained properly. She states she has attempted to have them allow her extra time to pay her balance but the request has been denied. She states her February bill was $358.00 and her final bill was $827.00. Ms. ******** states she has paid hundreds of dollars and only 25% of the payment are going toward this balance.

She states that an $85.00 payment will last her 6 days, but she cannot use the air conditioner or washer and dryer until Saturday, because her Saturday usage is free. She further states that is she does use her air conditioner; the $85.00 only lasts about 4 days. Ms. ******** states she has attempted to obtain the information she needs to make payments that will go towards her high balance and enable her to go back to a postpaid product. She states that she has been advised that only 25% or her payments can go towards the balance even though she has spoken to multiple agents. Ms. ******** would like to pay off the balance so that she can either change providers or go back to a postpaid account.

SUMMARY OF INVESTIGATION: 

Ms. ******** was a Direct Energy customer on a postpaid account ********* from November 15, 2013 to February 12, 2014. Ms. ****** ******** is now a customer of Direct Energy Power 2 Go since February 12, 2014 at **** ******** **** ******** ** *****. Her Power 2 Go account number is *******

Collections contacted Ms. ******** on February 1, 2014 and she advised that she was not with Direct Energy and the call was disconnected. A disconnection notice was mailed to Ms. ******** on February 2, 2014 for $513.79, to be paid by February 13, 2014. Collections received a call from the customer on February 3, 2014 and Ms. ******** was advised of her overdue balance of $513.79 and she advised that she would make the payment on February 13, 2014. 

Collections contacted Ms. ******** on February 11, 2014, to follow-up on the past due balance.  She was advised that she qualified for a priority move in on a prepaid Power2Go account with a free Saturday rate. The prepaid program was explained to her and she asked to be enrolled.  A $25 debt forgiveness credit was processed to be credited to her new account. The Terms and Conditions for her Power2Go account were reviewed and mailed to her address of record.

The enrollment call was reviewed and Ms. ******** was advised that the final bill for her postpaid account, including the past due balance and her final usage through February 12, 2014 would be mailed to her address of record. Her final bill was issued for $827.46, with a due date of March 3, 2014.  She was further advised that any amount left unpaid would be added to a Deferred Payment Plan on her Power 2 Go account. Ms. ******** stated that she would be paying her final bill in full. A copy of the final bill is attached for review. Payment for the final postpaid balance of $827.46 was not received, hence the balance was placed on Ms. ********’s Power 2 Go account as a Deferred Payment Plan.  A copy of the payment plan is attached.

Ms. ******** contacted Direct Energy on March 11, 2014 and stated she did not wish to be on a prepaid account and she was advised that to do so would require full payment of the outstanding Deferred Payment Plan of $801.21. 

COMPANY RESPONSE

Ms. ******** agreed to move to a prepaid account on February 11, 2014 and the final bill for her postpaid account was mailed to her on February 12, 2014 .  The $827.01 balance was due by March 3,2014 and records show that no payment was made. This final balance was then established as a Deferred Payment Plan on  March 4, 2014 under her Power2Go account.

The customer may request to have 100% of any payment made on her Power2Go account to be applied to the Deferred Payment Plan by calling customer service at 877-866-6601.  Payments made without requesting the total amount be applied to the Deferred Payment Plan will be applied as follows: 25% to the Deferred Payment Plan and the remaining 75% is applied to the account balance.

As of May 5,2014  the Deferred Payment Plan balance is $757.46. 

If Ms. ******** has further questions she may contact Direct Energy at 888-741-0009.

Attached please see:

January 2,2014 Disconnection Notice

January 14, 2014 Invoice

February 2, 2014 Disconnection Notice

February 12, 2014 Invoice

February 13, 2014 Final Invoice on Post Paid account

March 4, 2014 Deferred Payment Plan

v

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/15/2014 Problems with Product/Service | Complaint Details Unavailable
5/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Direct Energy and the rate for the service at the the time I signed up was a fixed rate now the rate has changed and they are overcharging me for my utilities.

Desired Settlement: I would like a refund from the time I signed up with Direct Energy.

Business Response:

April **, 2014

Contact Name:  *** ****** *****            

Account number: *********

Case Number: *******

Good Afternoon,

The account belonging to *** ****** ***** was originally enrolled with Direct Energy via a door to door sale on March *** 2013 for electric supply service on a fixed rate of $0.723/kWh for 6 billing cycles with no early termination charges.  The account was cancelled as of March **, 2014.

Direct Energy investigated *** ******* concern in detail.  After her initial term expired, the account reverted to a month to month variable rate; which is detailed in the terms and conditions that were mailed to *** ******* on March *** 2013.  Due to these findings, no reimbursement is owed.  We submitted a cancellation request to the utility; the utility accepted the transaction and provided an effective date of April *** 2014.

On April ** 2014, I spoke with *** ******* and inform her of our findings, at which time she stated she change suppliers and does not wish to be contacted by Direct Energy. 

If you have any further questions feel free to contact me at **************.

Thank you,

******** *************

Gateway Energy Resolution Department

**************

Monday – Friday

9:00am – 5:00pm Central Time

v

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/13/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/12/2014 Billing/Collection Issues | Complaint Details Unavailable
5/10/2014 Billing/Collection Issues | Complaint Details Unavailable
5/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: a representative came to my home asking me to choose a supplier for electricity she stated that my current carrier national grid was raising rates to .16% but with direct energy my rate would be .11% I am on disability and aslo get a discount rate she said that would not be efeectide so I sighned a contract with her for DIRECT ENERGY TO be my supplier she said I could cancel or change at anytime so I did it like a fool but something after told me to contact NATIONAL GRID my current supplier and ash about rate increase the rep I spoke with told me there is no rate increase going into effect and actually the rate is decreasing to .08277% from may 1st till oct 31st so I was lied to by direct energy I also did a phone call back verification with direct energy rep to except before calling national grid after speaking with national grid I emmediatley called the 800 numb. ************** to cancel the contract the rep I spoke with at direct energy stated I could not cancel yet as had to be in system 24hrs to call back I asked nation grid if they could stop the change or freeze my services with them and rep told me no I would have to deal with direct energy the form I filled out and sighned is called residential and small commercial enrollment form/lette authorization (Massachusetts) top ofform information is direct energy services,LLC toll free *********** ** *** ***** *** ********** ******************** ** ******************************* they lied and were misleading with information and rates im only sorry I didn't call national grid first and now I don't know how to stop the change I will try calling again tomorrow as well Product_Or_Service: electric supplier Order_Number: e:****** Account_Number: ********************

Desired Settlement: DesiredSettlementID: Other (requires explanation) my services not switched from national grid as my electric supplier there address is ******************** there cutomer service number is ***********national grids correspondence address is ** *** *** *********** **** ********** my account number with national grid is *********** my service address is ****** ******* *** ****** ** *** ** ********* **** ***** my home number is ************ and I would think and like that direct energy be reported

Business Response:

Good afternoon,

The account belonging to Mr. ******* was originally enrolled with Direct Energy Services on April 18, 2014 by way of door to door sale.  The account was enrolled for electric supply on a fixed rate of $0.1179/kWh for 6 months with no early termination charges.  The account was cancelled effective April 18, 2014.

A Third Party Verification (TPV) call was completed where a man who identified himself as Mr. ******* provided account information required for enrollment as well as accepted the terms and conditions of service as the authorized account holder.  All of the questions were answered with a clear “yes”. (Call attached)

We take this type of concern very seriously and forwarded the information to our sales quality team for further investigation.  We spoke with the agent in question and she stated she spoke to Mr. ******* regarding the Boston Globe article concerning rate increases.  We provided additional coaching to the agent to ensure that our processed and procedures are followed to avoid any misunderstandings in the future

On April 18, 2014 Mr. ******* contacted Direct Energy to cancel the enrollment.  We submitted a cancellation request to the utility; the utility accepted the transaction and the enrollment was cancelled.

I attempted to contact Mr. ******* on April 24, 2014; however he was not available.  A voicemail message was left providing my name and the direct number to our Resolution Department. I also mailed a letter requesting Mr. ******* contact me regarding his concern.  Once contact is made I will provide the above mentioned findings.

Please feel free to contact me if you have any further questions or concernsv

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ****** *******


 

hello I do not feel secure in that this matter may not be resolved althou I hope it is , 1 I received a thank you letter from direct energy dated april 18th 2014 excepting there service's and stating mr services with them and my services will begin in 1-2 billing cycles this date the dispute resolution team fro direct energy sates thy cancelled my contract another  thing I was never told the fixed rate was  for 6 months only as they state was told to me in there response yes I did do the phone verifaction as they stated and I did clearly say yes but the contract clearly states I have three days to cancel without obligation or any penaltyfrom above date witch was 4/17/2014 and yes a rep from direct energy did call me in regards to this issue on april 24 th 2014 and did leave a voice message but the message was a very rapid message that left a number to call that I could not even make out it was said so fast and some sort of issue number again I could not make out was said so fast per the bbb letter I received she states she has mailed me letter regarding this concern I have yet to receive it /another lie was she stated rep told about a boston globe article concerning rate increases this not true she just told me national grids rates were increasing I agree this I partialy my own fault for not verifying info with national grid first and trusting rep but I did verfy info after and gave enough time to cancell contract from date of signature on contract it now the 29th and still have not received a letter as rep stating she sent wich I do understand may take some time to go thru mail butuntil I receive letter stateingcontract cancelled I hold no security in fact that it has sincerely ****** *******  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/7/2014 Billing/Collection Issues | Complaint Details Unavailable
5/6/2014 Problems with Product/Service | Complaint Details Unavailable
5/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: UI Account # **************** I am a current customer who was shocked to see that my c/kwh Generation Rate doubled from when I signed up. I was assured that even with a variable rate it would be in line with UI, which clearly it is not at ~15.36 vs ~9.004. After talking with * ******** in Customer Service I learned that there is no such guarantee or 2 month warning from when I signed up in October of 2012, and that there would be no way to credit my account. I was willing to accept that there would be no credit if my account could be moved today but I understand that could take up to 2 billing cycles. After asking to speak with a supervisor I was placed on hold for more than 15 minutes. I am writing to request a credit to my account effective immediately for the difference in usage for this last 2 months as well as the anticipated next 2 months which I estimate to be ~$280.00

Desired Settlement: I expect a refund of $280 USD in either a credit to my utility bill with UI or a check mailed to ****** ******* *** **** *** **** ********** ** *****

Business Response:

April 22, 2014

Customer Name: ****** *******

Account number: *************

Complaint Number: ********

 

Good morning,

 

The account belonging to Ms. ******* was originally enrolled with Direct Energy Services on April 19, 2013 by way of door to door sale. The account was enrolled for electric supply on a fixed rate of $0.0760/kWh for 6 months with no early termination charges. The account is currently active on a variable rate with an effective cancellation date of May 16, 2014.

 

We investigated Ms. ********* concern in detail. Upon the expiry of the fixed rate term, the account migrated to a month to month variable rate. During our investigation we verified a renewal notice was not mailed; therefore we calculated a reimbursement from November 15, 2013 until the cancellation effective date for the difference between the variable rate(s) charged and the rate of the utility, for a total of $213.14. Ms. ******* should receive the reimbursement check within 10-15 business days.

Variable rates are based on several factors; one factor being market conditions. Due to the colder than normal temperatures, customers are experiencing higher than normal usage. In addition, natural gas and electric rates have increased due to market conditions. Variable rates fluctuate and are never guaranteed.

On April 15, 2014, Ms. ******* contacted Direct Energy to cancel her electric supply account. We submitted a cancellation request to the utility; the utility accepted the transaction and provided an effective date of May 16, 2014. The industry standard timeframe to complete a transaction (ie: rate change or cancellation) is 1-2 billing cycles.

I attempted to contact Ms. ******* on April 17, 2014 and April 22, 2014; however she was not available. A voicemail message was left providing my name and the direct number to our Resolution Department. I also mailed a letter requesting Ms. ******* contact me regarding her concerns.

Once contact is made I will provide the above mentioned findings.

 

Please feel free to contact me if you have any further questions or concerns.

 

Thank you,

*** ******

Direct Energy Customer Solutions

1-866-670-6771

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Three months ago we called and had our service provider change our delivery charge from variable rate to fixed rate. This was never done and it ended up costing us an additional $266 on our utility bill. We have been trying to contact the resolution department for the past three weeks by way of telephone and e-mail, but get no response. The resolution department has a telephone number,(************) and our reference # is ******. Since then we have changed our supplier to NYSEG.

Desired Settlement: The $266 is based on the difference of the current fixed rate and the variable rate that we had to pay.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *****, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 2007 electricity was put in my name. I am only 19 now and it has effected my credit in a bad way. I don't appreciate that y'all don't verify ages. Purchase date was September of 2007.

Desired Settlement: I would like it taken off my credit. I should be asking for a settlement for all the trouble it's caused me but in not sure how to go about that so I won't. I have been trying to buy a house for my babies and myself for almost 2 years now and I couldn't because of that on my credit. I'm very displeased with your so called customer service as well. I was on hold for an hour waiting for someone to answer before THEY hung up the phone. So I called back and they had the nerve to tell me there isn't

Business Response:

COMPANY RESPONSE:

WTU Retail Energy contacted Ms. ********* to explain this account has been sold to a third party collection firm and we are unable to respond or assist with her fraud allegation.  Ms. ********* stated she has completed a fraud report and would contact the collection agency directly. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I never stated that I would contact the collections company directly, I stated that it was the company's fault it was allowed to be put in my name in the first place. That's okay though. I will be suing, thanks.

Regards,

****** *********


 

 

BBB's Final Determination: The business failed to resolve the complaint issues.

5/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Comments: Somebody opened an account with direct energy and used my social security number. I have been trying to resolve it with them. They sent the package that's intended for me to help resolve the issue to the fraud address. So now people that opened the account under my name have the fraud resolution package. I have been getting calls from collection agencies. I have been suffering with this for two months and just been getting the run around. Please help me. Somebody committed fraud and direct energy is not helping me resolve it

Desired Settlement: I just want them to close the fraudulent account and make the collection agency stop bothering me. I'm a victim of fraud and want them to leave me alone

Business Response:

COMPANY RESPONSE:

Our Direct Energy investigator reviewed the details of Mr. *********** original fraud complaint and note a letter requesting required documentation and an ID Theft Affidavit to process the disputed account as fraud was sent to the mailing address at **** ****** **** ****** ******** ***** ******  No correspondence was sent to the address on the disputed account.  In speaking with Mr. ********* following receipt of the BBB contact, it was noted the apartment number is *****, not ****, which may have resulted in him not receiving this original packet.  Our investigator has reiterated the required documentation necessary to assist him with this fraud issue which are patterned after the process created by the Federal Trade Commission concerning fraud: 

§  Copies of two (2) types of utility bills in the complainant’s name from different providers during the service dates under investigation.  In this instance, between December 6, 2013 through March 5, 2014;

§  A copy of a lease agreement or mortgage documents in the complainant’s name during the service dates under investigation and/or a notarized ID Theft Affidavit (copy provided to Mr. *********);

§  Copy of Police Report (stating the complainant is willing to press charges if necessary);

§  A legible copy of the complainant’s Social Security Card (showing all numbers) and a valid government-issued photo identification card (for example, driver’s license, state-issued ID card or a passport).

Our investigator has resent the list of requested documentation and an ID Theft Affidavit by email to Mr. *********.  Once these documents are received from Mr. *********, we will be able to remove his social security number from the account, recall all collection efforts, notify the credit bureaus to remove any derogatory remarks concerning the account and provide him with a letter confirming these actions taken.  These processes are pending receipt of the documentation listed above. 

Direct Energy will continue to monitor Mr. *********’s contact file as he works to collect the requested documents and remain available to him for any further concerns on this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Sales Rep ******* ** from Direct Energy knocked on my door 1/28/14. He told me that he could lower my energy bill if I moved my service with Direct Energy. I informed him that I had a contract with Bounce Energy that was not up. He informed me that because I was on time with my payments that he had a special promotion code that would wave the early termination from Bounce. He also indicated that I would receive a credit for $300 in May 2014 and another credit for $300 in May 2015. When I received the last bill from Bounce it had the early termination fee for both account that I had moved over to Direct Energy one for the amount of $100 and the other one for $200. I called ******* as soon as I received the bill and he informed me to just pay for the usage and that the fee was going to be removed. I waited another month and Bounce energy sent me to collections and indicated that I had to pay for the early termination fee. I called Direct Energy and I was informed that there was no notes in the system indicating that they where going to take care of the early termination fee.

Desired Settlement: I want to have Direct Energy fix the early termination fee with Bounce Energy and have it removed from collection. I want to cancel the service with them without the early termination fee from Direct Energy.

Business Response:

April 24, 2014

[Complaint No: ********* – *** *******

Account # *********

COMPLAINT SUMMARY:

The customer states that a representative named ******* **from Direct Energy knocked on her door on January 28, 2014.  He told her that he could lower her energy bill if she moved her service to Direct Energy.  The customer informed him that she had a contract with Bounce Energy and it was not complete.  She states she was told that because she was current on her payments he had a special promotion code that would waive the early termination fee from Bounce.  He indicated that she would receive a credit for $300 in May 2014 and in May 2015. 

The bill received from Bounce has the early termination fee for the account moved over to Direct Energy for the amount of $100 and one for $200.  She states she contacted ******* when she received the bill and was informed to pay for the usage and that the fee was going to be removed.  Ms. ******* then states that she waited for a month and Bounce Energy sent her to collections and indicated that she would have to pay the early termination fee.

She states that she contacted Direct Energy and was informed that there was no note indicating that they were going to waive the early termination fee for Bounce Energy.  Ms. ******* would like Direct Energy to waive the early termination fee with Bounce Energy and have it removed from collections and would also like to cancel the service with them without the early termination fee from Direct Energy.

SUMMARY OF INVESTIGATION:

*** ******* has been a customer of Direct Energy at **** ***** **** *** ****** ** ***** since February 3, 2014. 

A valid enrollment was initiated with Direct Energy on February 2, 2014 for a fixed plan with a 24 month term.   The enrollment call was reviewed and no incentive code was provided for a waiver of her previous carrier’s termination fee. 

Ms. ******* contacted Direct Energy April 16, 2014 and set up an extended payment plan for her past due balance of $209.22 to be paid by April 24, 2014.  The total balance is currently $344.94. 

A Direct Energy representative returned to the home of Ms. ******* after she contacted us and explained the incentive associated with her service plan.  She was advised that the two free month incentive is up to $300 per year.  Her incentive is paid one time each year in June 2014 and June 2015. This credit excludes Transmission and Distribution Surcharges, fees and applicable taxes.  To receive the incentive, customers must remain on the same plan and can’t be more than $5 past due at the time the credit is scheduled to post to the account.

 Ms. ******* admitted she was confused and thought that the incentive was going to be used to pay for her other providers termination charge.  She prepared a written statement in Spanish indicating she wanted to continue with her Direct Energy plan as it was presented to her. 

At this time Ms. ******* was given a $300 gift card due to her misunderstanding about her other carrier’s early termination charge. 

In addition, each of the $15 collection recovery fees for March 14, 2014  and April 6, 2014 Disconnection Notices have been credited to her account. 

To assist Ms. ******* further, duplicate copies of her Terms of Service and Electric Facts Label have been mailed to her at her address of record.

COMPANY RESPONSE:

A review the Direct Energy records show that *** ******* has been a customer at **** ***** **** **** ****** ** ***** since February 3, 2014. 

A valid enrollment was completed on February 2, 2014.  The Terms of Service and Electric Fact Sheet were mailed to Ms. ******* at her address of record. 

A representative of Direct Energy returned to the home of Ms. ******* after her inquiry and explained the fixed plan and incentive program to her.  She agreed that she wanted to continue the plan she had enrolled in.  A written statement was provided by Ms. ******* and a copy is attached.  At that time, the customer was given a $300 gift card for her misunderstanding of the early termination fees from her other provider. 

A duplicate copy of the Terms of Service and Electric Fact Label were mailed to Ms. ******* summarizing her plan.

A good will credit totaling $30 for the collection recovery fees incurred March 13, 2014 and April 6, 2014 have been credited to her account.

If Ms. ******* has further questions, she may contact Direct Energy at *************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** *******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/27/2014 Billing/Collection Issues | Complaint Details Unavailable
4/26/2014 Billing/Collection Issues | Complaint Details Unavailable
4/26/2014 Advertising/Sales Issues
4/25/2014 Billing/Collection Issues
4/23/2014 Billing/Collection Issues | Complaint Details Unavailable
4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I overpaid on a bill and called back to speak to someone about having the money put back on my bank card. The man i spoke to assured me that the money would be reimbursed to my bank card within 5 business days. When the days passed and i noticed that the money was not in my bank account. I called First Choice Power again and spoke to someone who informed me that my request to have my money put back on my card was submitted(by a first choice power associate)on the wrong form, therefore they used my money to pay off the next months bill. I feel like this company used my money to pay on a bill that wasn't even due; without my authorization. A new request to get my money was sent to the billing department, hopefully they will do the right thing and honor my request and really put the customers first like they claim. Product_Or_Service: electric service Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund I would like to have my money returned to my bank card like my initial request was. Thank you

Business Response:

April *** 2014

[Complaint No: *******  ]  – ******* ******

Account # *********

COMPLAINT SUMMARY:

*** ****** states that she contacted First Choice Power after she realized she made an overpayment to have the funds put back on her card. The representative advised her that the money would be reimbursed back to her card within five business days, however this did not happen. *** ****** states that the funds were then used to pay a bill that was not yet due.

SUMMARY OF INVESTIGATION:

*** ****** has been a First Choice Power customer since July *, 2014.

On February *** 2014, we issued *** ****** an invoice in the amount of $338.49. Our records show that we received a payment of $200.00 on March *, 2014, as well as a payment on March **, 2014 in the amount of $338.49. This left *** ****** with a $200.00 credit.

Account notes indicate that *** ****** contacted First Choice Power in regards to the overpayment on March ** 2014. On the same day, we received an inbound drop transaction from the market. As a result, a final invoice was generated on March **, 2014 for the amount of $184.08, which was applied against  her credit balance of $200.00. *** ****** was left with a credit in the amount of $15.92, for which a refund check is being processed.

An agent did reach out to *** ****** after receiving her complaint to explain that she will receive the remaining credit balance of $15.92 via check.

COMPANY RESPONSE:

*** ******’s account reflected a credit balance of $200 due to her March *, 2014 payment. Our first contact from *** ****** regarding the overpayment was on March *** 2014, which was the same day we received an inbound drop request from the market for her premise. Since *** ******’s refund request was in pending status when we received the inbound drop request, a refund check had not yet been generated. Upon completion of the market transaction, a final invoice was issued to *** ****** for her usage for the service period ending March **, 2014. This invoice included current charges in the amount of $184.04 which were applied against her credit balance of $200. As a result, *** ******’s invoice total was a credit of $15.92. We are in the process of issuing a refund check to *** ****** that will be sent to the mailing address listed on her account.

If *** ****** has any further questions regarding this matter, First Choice Power would be more than happy to discuss this matter further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed on with this electric company because I was told by two door to door salesmen that he first two months would be free. I have contacted the company multiple times. They claim that because I am on a low rate plan, I am ineligible for this plan. However, the salesmen reassured me multiple times that this would definitely be the case. I was on maternity leave and I called my current company and they offered me a lower rate. I told the salesman I would only switch because i needed those two free months. I have never received the two free months and I am constantly being told it is being investigated. Moreover, I was assured that my bills would be lower because they do not have extra charges like ***. However, my bills have been higher each month and they will not let me out of my contract. My highest bill with *** was probably 230 or 255 in the summer with my air running continuously. My current electricity bill is 420$. I am single mother and I can not afford their rates. I need go back to my current electric company but they are going to charge me a godawful amount of money to get out. However, they lied to lock me into this contract. My bils have not been lower for any months.

Desired Settlement: I would like to be let out of this contract and to start electricity with my previous electric company. Moreover, I would like the men that are going door to door and lying to be stopped from going door to door and lying to get contracts that they benefit from finacially.

Business Response:

April **, 2014

BBB Case # *******

Account #: *********

Dear *** *******

Thank you for contacting Direct Energy with your concerns.  We have investigated your concerns and reviewed your account information, including a review of your enrollment verification recording which clearly states the terms and conditions of the plan you were offered.

A review of the enrollment call confirms that you accepted the Terms and Conditions of our 24-month plan consisting of an energy charge of 9.7¢ per kWh and an Early Cancellation Penalty (ECP) of $300.00 if you switch service prior to the expiration of the contract term.  The plan also offered you a customer satisfaction warranty where you would have been able to cancel your Direct Energy service before the due date of your first bill without any penalties, meaning that your ECP would have been waived.

Notes in the account show that you have contacted us previously disputing the terms of your agreement, indicating that you were advised of two free months.  As we have discussed with you before, the terms and conditions that you agreed to during your enrollment call does not contain any mention of an incentive or free months of service. In addition, during the call you agreed to the statement that the sales agent had provided you with a copy of the terms and conditions, as well as two copies of the cancellation forms and instructions on how to cancel.  This package would also have included written information on the terms of any incentive, if the plan included one.  If the welcome package provided to you by the door to door agent included a description of the two free months of service you reference in your complaint, please fax it to our Office of the President number at ************ and we will certainly honor the offer.

We have made multiple attempts to contact you to discuss this matter; however, are unable to leave a message as your mailbox is full. 

In closing, please be advised that your account has a balance of $259.94, of which $220.29 is overdue. If you need further assistance or information on payment arrangement options, please contact our customer service at ************** from Monday through Friday from 7:30 am through 8:00 pm CST. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2014 Problems with Product/Service
4/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Aug. 2013 started electric services, bills went from $130 summer months to $650 winter month. Contacted company, ask why bills were so up and down; they stated that I had no contract; when you have a contract the bills or est. so you can pay the same amount every mouth. I told them I was out of town for 3 weeks, and every thing was turn down to 68%. I Paid all bills with no problems and on time. After they said I have no contract I stop service and went with another company. They sent me a final bill with a Early Cancelation fee for $200.00. I called the company and told them we have no contract or time limit. They have no agreement from me verbal or written. The company said they have a electronic APROVAL. I ask how, we did not have any service we just move from CA. I gave them my email address last week, and ask to send me a copy; they refused. These practices or wrong, unfair and some what illegal. They think they can say and do anything. I am placing this formal complaint before I contact Attorney. Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Not to pay for something I do not owe; the early cancellation fee. I have work as a L A COUNTY INSPECTOR FOR 33 years before retirement with the Sheriffs Dept. AND THE DEPT. OF PUBLIC WORKS. I am not a LIAR.

Business Response:

Direct Energy

 

April **, 2014

[Complaint No: BBB # *******]  – ******* ******

Account # *********

COMPLAINT SUMMARY:

*** ****** states that his bills increased from $130.00 in the summer months to $650.00 during the winter months following his enrollment in August 2013. *** ****** states that he contact Direct Energy to inquire why the bills were so high and he was told that he was not on a contract rate. *** ****** states that he was out of town for several weeks and the thermostat was turned down to 68 degrees while he was away. *** ****** states that he made the decision to switch providers based on the fact he was told he was not on a contract with Direct Energy. *** ****** is disputing the $200.00 early cancellation penalty and feels he is not responsible for this charge.

SUMMARY OF INVESTIGATION:

Our records show that *** ****** completed an online enrollment for services at **** ****** **** **** **** ****** ** **********. At that time, he agreed to the terms and conditions of a 12-month fixed rate and requested service to start as of July *, 2013.

On January *, 2014, a meter re-read was submitted to the transmission distribution utility, Oncor. Direct Energy has not received any adjustments or corrections to *** ******’s usage indicating that the meter is reading accurately and no adjustments are warranted.

On February **, 2014, *** ****** contacted Direct Energy and requested a meter test as he still does not agree with the usage billed. Again, Direct Energy received no adjustments from Oncor.

On March *, 2014, Direct Energy received an Inbound Drop from Switch indicating that we would be receiving final billing for **** ****** **** **** **** *****, ** **********. The final invoice generated on March *, 2014 in the amount of $410.00 which includes an Early Cancellation Penalty of $200.00.

COMPANY RESPONSE:

Direct Energy confirms that *** ****** has been validly billed based on usage received from his transmission distribution utility, Oncor. Our records show that *** ****** selected a 12-month fixed rate at the time of his online enrollment. As such, the $200.00 Early Cancellation Penalty was validly assessed and no adjustments are warranted. Please note that the colder temperatures in Texas resulted in higher electric usage for some customers due to increased heating over the winter months. As of April **, 2014, the remaining balance on *** ******** account is $200.00 and if this amount is not paid, the account  could be turned over for collections.

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If *** ****** has any further questions regarding this matter, Direct Energy would be more than happy to discuss this resolution further.

Business Response: After receiving additional information, I was able to determine that your wife contacted WhiteFence which is a vendor that processes online enrollments. I was able to retrieve a copy of the phone call and ******** advised the representative she wanted the best price plan even if that meant considering a contracted rate plan which includes an Early Cancellation Fee. She was advised that there would be a $200.00 Early Cancellation Penalty with Direct Energy and the enrollment proceeded resulting in your enrollment in a 12-month fixed rate. We apologize for any inconvenience, but there will be no adjustments made to your account and if the $200.00 is not paid, the account will be submitted for collections. As stated in our previous response, many customers experienced an increase in their monthly usage due to the colder winter temperatures that Texas experienced. I have included details of the usage reported by Oncor during the winter months as well as a copy of the enrollment call from June *** 2013.

Date

Days

Consumption

Daily Avg

Read Type

Read Method

03***/2014

19

2099.0

110.47

Final

Actual

02/**/2014

29

4859.0

167.55

Actual

01/**/2014

32

5479.0

171.22

Actual

12/**/2013

31

4838.0

156.06

Actual

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ** ****** ***


 

After listing to recorded conversation with Direct Energy and Daughter, with wife's approval; I really did not know THE CIRCUMSTANCES, I APOLOGIZE, for the misunderstanding on my behave; I will pay the Early Cancellation fee penalty of $200.00 in full on or before April 30, 2014.

If Direct Energy would of told ME  and made it clear about the $200.00 early cancellation fee; when I was requiring, I would of never left your Energy Co. I am a man of honor, Army Vietnam Vet 1971, and retired from The Department of Los Angeles COUNTY Project Manger Head Inspector after 33 years of services; and I do the upmost to be truthful and fair.  

Thanks to the Better Business Bureau for all your help concerning this matter; YOU ARE "A" NO 1.

 

  

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Our bank account was drafted in September 2013. We contacted our bank and was advised to contact the company directly. We contacted the company and advised them that we do not reside in Texas nor had an account with them. They were not helpful and we still have not received the money that was drafted from our account. They didn't even care.

Desired Settlement: We would like to have the money sent to us as soon as possible.

Business Response:

COMPANY RESPONSE:

Our CPL Retail Energy investigator contacted *** *********** to attain additional details concerning her contact. *** *********** stated a debit was taken from her banking account in the amount of $264.42 on September *** 2013.  She contacted her bank, Wells Fargo, to dispute this transaction and states she has not been able to attain resolution from them and was directed to contact the vendor directly. 

A thorough review of our payment system confirmed that CPL Retail Energy has not received any type of payment from *** ************** Wells Fargo bank account.  In an effort to assist in resolving this matter, we have spoken  with both *** ************ and Wells Fargo in a three-way phone call to confirm the amount can be reversed with no challenge from CPL Retail Energy and provided a letter to *** *********** detailing our research to aid her as she continues to dispute this transaction directly with her financial institution.

We certainly understand *** ************** frustration and remain available to assist in with any further concerns on this matter.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. Unfortunately, we were not able to get the money back and we are still working with the bank to get this resolved.  We would like to thank the business for all their help in resolving this case.

Regards,

***** ***********


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The rate I was charged on my March bill was almost double what I was charged in February. I was finally able to get a response from Direct Energy on Facebook. I was told I was signed p for the adjustable rate plan and the rate significantly increased. I told the representative that I never signed up for that plan. They said they would try to find my contract and get back to me. That was over a week ago. When I contact them they say they are still looking into it. If they do not have a contract how can they charge me anything? I signed one contract for a fixed rate about two years ago at a different address. I am not even sure it was for Direct Energy. My account number is ****************

Desired Settlement: I want to be charged the fixed rate listed on the Columbia Gas website for March and April (until the new contract rate takes effect) which is what I was told I was being charged.

Business Response:

April *, 2014

 

Customer Name: *** ***** ****

Account number: ************

Case Number: *******

 

Good Afternoon,

 

The account belonging to *** ***** **** was originally enrolled with Direct Energy on January *** 2013 via a door to door sale for her previous account number ************ for address of *** * ********* ** ******** ** ****** The account was enrolled for gas supply on a fixed rate of $0.619/CCF for 12 months with no early termination charges.

We investigated *** ****** complaint in detail. We found *** ****** was enrolled for gas supply at *** * ********* ** ******** ** ***** on a fixed rate of $0.619/CCF. Due a system transfer error the account is billing on a fixed rate of $0.5875/CCF; which is a much lower rate than the contracted fixed rate.

 

In May 2013, we received account maintenance notification from the utility providing *** ****** new address and account number.

 

Upon the expiry of the fixed rate the account reverted to a month to month variable rate in accordance with the terms and conditions of the contract. Variable rates are based on several factors; one factor being market conditions. Due to the colder than normal temperatures and increased usage, variable rates have increased due to the current market conditions.

 

On March *** 2014, *** **** sent a message to us via "Facebook" asking how she could contact us. We responded asking for a phone number we could reach her at.

 

On March *** 2014 we contacted her and explained the above mentioned findings. I offered her a new fixed rate of $0.489CCF for 12 billing cycles with no early termination charges, which she accepted. She was advised normal processing time to complete a rate change is 1-2 billing cycles. As a goodwill gesture we mailed *** **** a $100.00 Pre-Paid Visa gift card for any inconvenience this issue may have caused.

Please feel free to contact me for any further questions or concerns.

Thank you

******** *************

Direct Energy Resolution Department

************** ****** * ****** ****** * ****** ******* ****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was never notified that the plan would revert to a monthly rate after the 12 months. I was also never notified that the plan transferred to the new address. The .58 fixed rate was not incorrect because that is the only plan authorized through Columbia Gas.  Please immediately fix my bill to reflect the correct fixed rate until the new rate takes effect.

Regards,

***** ****


 

 

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

4/12/2014 Billing/Collection Issues
4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had gone to a representative, in Maryland for Direct Energy, by the name of ******** Her REP ID is ******* I was under the impression that I was going to save money by using their services, instead of going with BGE. I have noticed that the price of the electricity and gas has been increasing but I have not received any letter or notice stating that there has been or was going to be a price change or increase. It is not fair or justified to run a business that way.

Desired Settlement: I would like a fair and reasonable adjustment.

Business Response:

April 3, 2014

Customer Name: **** ***

Company Name: ***** ****** ***

Account Number: **********

Case Number: *******         

Good Morning,

The account belonging to ***** ****** *** was enrolled with Direct Energy on July 10, 2012, for gas supply on a fixed rate of $0.5990/Therm for 12 months with no cancellation fee. We submitted a cancellation request to the utility; the utility accepted and provided an effective date of May 1, 2014.

Direct Energy investigated *** ***’s concern in detail.  After *** ***’s initial fixed rate term expired, his account reverted to a month to month variable rate. We mailed a renewal notice on June 6, 2013 advised that the fixed rate was about to expire and would automatically revert to a variable rate.  The letter advised to contact us about available renewal options.  We did not receive a response to the renewal notice; therefore the account reverted to a variable rate. (renewal notice attached)  Due to these findings, no reimbursement is owed.

On March 27, 2014, *** *** contacted us to cancel the account.  We submitted the cancellation request to the utility.

I spoke to *** *** on April 1, 2014 and explained the above findings. *** *** understood.  Should *** *** have any further questions he may contact our Resolution Department at ###-###-####.

Please feel free to contact me if you have any additional questions or concerns.

Sincerely,

******* ******

###-###-####

Direct Energy Resolution Department

v

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Gateway for natural gas supply at a fixed rate of $0.479 per therm for 12 months (11% below the South Jersey Gas utility supply rate). The sign up date was 2/**/13. The service date began on 3/**/13. The company honored the fixed rate for 11 months from 3/**/13 to 2/**/14. In the 12 month they raised the rate to $1.059 per therm (double the utility company rate!). When I called to complain that they raised the rate before the 12 months of service fixed contract price was up they refused to adjust the bill. They offered instead to give me a new fixed rate of $0.62 per therm for 2 years (no cancellation fee) beginning with the next billing cycle. When I asked to cancel immediately they submitted a cancel order (confirmation #******) but stated that it would take one - two months to make the switch.

Desired Settlement: The company should honor the 12 month agreement and adjust the bill for month # 12. The adjustment for the of 241.5 therms would come to $140.07. The company should also charge the new fixed $0.62 per therm rate while I am waiting for the service to cancel.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

4/8/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Let me start by stating how dissatisfied I am with Direct Energy on 2/24/14 I set my electricity online, I did the address check was told there was no deposit and everything would be done for my requested date of March 1st. We moved in and had electricity, or so we thought. It wasn't until March 6th, I received the following email:Dear *****, We thank you for placing an order with Direct Energy on 2/24/2014. We recently discovered there was an order processing error that affected your enrollment. A representative from our customer care team will be reaching out to you shortly. Feel free to contact us at 1-877-653-3346 at your convenience and we will make sure your enrollment process is completed. We appreciate you and look forward to serving you! Sincerely, Direct Energy Customer Care TeamWell before I had time to respond the electricity had been shut off on 3/7/14. After approximately 2.5 hours on the phone and speaking with 10 or more different agents and being hung up on, and just transferred to random departments I was finally enrolled to set up service. However since it was Friday I had to wait until Monday to have my service established. So Friday night, Saturday night, and Sunday night we were without electricity. I lost food, and had to stay in a hotel. I asked for a manager and had to explain my story for the 20th time. I was told that a complaint would be sent and someone would follow up with me but low and behold ten days later and still nothing. I would like for someone to call me because I need to have the account credited for the one time set up fee. I feel that is reasonable and the least that Direct Energy can do since I lost over $70 worth of food and had to come out of pocket $130 to stay in a hotel that weekend. The "manager" did explain that you all were having issues with the online setup, if that were the case then you all should have had a notice online for people to call and should have definitely let me know prior to the service being shut off.

Desired Settlement: I would like a refund for the initial set up fee. I feel as though that is the least that can be offered seeing as how I lost $70 worth of frozen meats and $130 spent to stay in a hotel from that Friday night, Saturday night, and Sunday night.

Business Response:

Direct Energy

March 27, 2014

[Complaint No: BBB Case ********  – ***** *****

Account # *********

COMPLAINT SUMMARY:

Ms. ***** states that she completed an online enrollment with Direct Energy on February 24, 2014. Ms. ***** received confirmation that no deposit would be required and services would begin on March 1, 2014. She did not receive notification until March 6, 2014 that an order processing error had occurred and she would need to call

1-877-653-3346 to complete the enrollment process. Ms. ***** did not have enough opportunity from the time she received the notice to contact Direct Energy and their services were disconnected on March 7, 2014. Ms. ***** spoke to several agents before she was able to complete a new enrollment. Due to the timeframe the enrollment was completed on Friday, the move in order to restore services could not be completed until the following Monday, March 10, 2014. Ms. ***** is requesting her account be credited for the one time set-up fee as compensation for the online enrollment error as she lost groceries and had to stay at a hotel for the weekend.

SUMMARY OF INVESTIGATION:

On March 7, 2014, Direct Energy became aware that some Web Enrollments did not successfully flow into our database between October 2013 and March 2014. We are unable to locate the original Web Enrollment data and a new enrollment was required.

When Direct Energy received Ms. ******* Better Business Bureau complaint, a complete review of the account was conducted.

Our investigator determined that Ms. ******* services at *** ***** *** in Lewisville were disconnected on March 7, 2014 as a direct result of another Retail Electric Provider’s move out transaction to end services for their customer.

Our records reflect that Ms. ***** completed a new enrollment after hours on Friday, March 7, 2014 and due to timing, her move in would not be completed until the following Monday, March 10, 2014. Direct Energy confirms that services were connected on March 10, 2014.

On March 12, 2014, an invoice generated based on meter reading received from Ms. *****’s transmission distribution utility, Texas New Mexico Power. This invoice totaled $56.57 and is due March 31, 2014. Of this amount, there was a one-time service connection fee of $54.00 that is charged by Texas New Mexico Power.

COMPANY RESPONSE:

Direct Energy confirms that some Web Enrollments did not successfully flow into our database and as a result, customers would be required to complete a new enrollment. Although, Ms. ***** contacted Direct Energy and completed a new enrollment on March 7, 2014, we were unable to restore services until the following Monday. The disconnection of services was a direct result of another Retail Electric Provider’s move out transaction that was set to end their customer’s services on March 7, 2014. As a one-time courtesy, Direct Energy has placed a credit of $130.00 on Ms. *****’s account leaving a credit balance of $73.43 which will apply to the next invoice. Our investigator has spoken with Ms. ***** who was agreeable with this resolution and no further action is required at this time.

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Ms. ***** has any further questions regarding this matter, Direct Energy would be more than happy to discuss this resolution further.v

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/6/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A sales rep quoted a price to have me switch from PSE&G saying that they could save me money with a lower rate. I compared the rate and their quote was indeed cheaper. On March **, 2011, I signed up with them for fixed rate of Gas-$0.63000/therm & Electric $0.10900/kWh. However, soon after switching to them (I don't recall exactly when), rate jumped to double/triple the cost of PSE&G. I would never have switched if rate change to variable which resulting doubling or tripling cost of what PSE&G offers. In fact, I have never received notification on contract change from fixed to variable. This is not a truthful sales practice. If I had been made aware of this bait and switch tactic, I would never have switched.

Desired Settlement: Switch to PSE&G effective immediately. Adjust all payments to fixed rate of $0.63000/therm & $0.10900/kWh and refund me the difference.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Gateway Energy Services Corporation regarding complaint ID *******.

Sincerely,

***** ***

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

4/4/2014 Problems with Product/Service | Complaint Details Unavailable
4/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been using Direct Energy Services LLC as my electricity supplier for some time. Apparently they have switched me from a fixed rate to a variable rate, however, they did not notify me of this fact in advance. I have tried to get in touch with them via phone and via email but they are not responding. It is impossible to get through to them via the phone. I keep getting an email in response to my message stating that they will respond within several business days, but they have yet to respond. My rate has fluctuated from the original 8 cents per KWH to 13 cents which has raised my bill by over $70 a month which is outrageous. I have switched providers but still want to know why Direct Energy switched me to a varible rate without advance notice and want a copy of my original contract with them. I also want them to answer my messages.

Desired Settlement: want refund want to know why Direct Energy switched me to variable rate without advance notice want copy of my original contract want a reply from Direct Energy - not acceptable to ignore customer inquiries

Business Response:

 

March 24, 2014

 

Customer Name: ***** *******

Account number:  *********

Complaint Number: *******

 

 

Good afternoon,

 

The account belonging to *** ******* was originally enrolled with Direct Energy Services on April 2, 2012 by way of an online enrollment.  The account was enrolled for electric supply on a fixed rate of $0.0719/kWh for 12 months with no early termination charges.  We received a cancellation notification from the utility with an effective date of February 25, 2014.

 

We investigated *** *******’s concern in detail.  After his initial fixed rate term expired the account migrated to a month to month variable rate; which is detailed in the terms and conditions of the contract.  . (Terms & Conditions attached)  Variable rate pricing fluctuates with market conditions.   Due to the colder than normal temperatures and increased usage, variable rates have increased due to the current market conditions.  .  Due to these findings, no reimbursement is owed

We apologize for any inconvenience *** ******* may have had in attempting to contact our Customer Service Center.  Due to the colder than normal temperatures resulting in increased usage and higher bills, we are receiving excessive call volume. 

 

We attempted to contact *** ******* on March 5, 2014; however he was not available.  I left a voicemail message with my name and the direct number to our Resolution.

 

Please feel free to contact me if you have any further questions or concerns.

 

Thank you,

 

*** ******

Direct Energy Customer Solutions

###-###-####

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company provided me with a fixed rate and then without warning changed which caused my bill to double

Desired Settlement: I just want my bill to be at the normal rate I was told and to be credited or paid the difference back.... This is outrageous

Business Response:

March 26, 2014

 

 

Customer Name:  ****** ****** ***** *****

Account Number:  ********

Case ID:  *******

 

Good Afternoon:

 

We completed a thorough investigation of this case.  We found that this is a single residence with two meters under one utility account number, which is currently showing *** ******s name.

 

The account belonging to ****** ***** was enrolled with Direct Energy on March 27, 2013 by way of a door to door sale.  The account was enrolled for electric supply on a fixed rate of $0.723/kWh for 6 months.   The account was cancelled as of March 17, 2014.

 

The account belonging to ***** ***** was enrolled with Direct Energy on September 11, 2013 by way of a door to door sale.  The account was enrolled for electric supply on a fixed rate of $0.0777/kWh for 15 monthly billing cycles.  The account was cancelled as of February 25, 2014.

 

In our investigation we determined that *** *****’s renewal notice was not mailed; therefore we calculated a reimbursement from January 16, 2014 until February 24, 2014 for the difference between the variable rate charged and the contracted rate of $0.0723 for a total of $468.00; which was returned to the utility as a credit.

 

I spoke with *** ***** March 24, 2014 regarding the above findings.  *** ***** was satisfied with the resolution.

 

Please feel free to contact me if you have further questions or concerns.

 

Sincerely,

 

 

******* *****

Direct Energy Resolutions

###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/1/2014 Problems with Product/Service | Complaint Details Unavailable
4/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In an initial letter from the company (Direct Energy Services, LLC, the company reported that rates were variable and would not increase more than 1% month, Instead after my initial period the bill sent to me doubled in rate they charged me. I read the initial letter and spoke to the person at the service at time of purchase of contract and believed that the increase might fluctuate by no more than one percent month to month following the initial period. The supplier works with Ct Light and power, a northeast utility company. Just wanted to know if I have any recourse and want others to be careful re this company. Thank-you

Desired Settlement: An apology if nothing else would be nice, on the way they spoke ( no concern at all about their practice) to me re my complaint to them directly.

Business Response: complaint # *******

March 24, 2014

 

Customer Name: ******* *****************

Account number:   *********

Complaint Number: *******

 

 

Good afternoon,

 

The account belonging to *** ***************** was originally enrolled with Direct Energy Services on April 16, 2013 by way of an inbound sales call.  The account was enrolled for electric supply on a fixed rate of $0.07130/kWh for 6 months with no early termination charges.  We received a cancellation notification from the utility with an effective date of February 28, 2014.

 

We investigated *** ***************** concern in detail.  Upon the expiry of the fixed rate term, the account migrated to a month to month variable rate.  Variable rate pricing fluctuates with market conditions.  Due to the colder than normal temperatures and increased usage, variable rates have increased due to the current market conditions.  During our investigation we verified a renewal notice was not mailed; February 28, 2014 for the different between the variable rate(s) charged and the fixed rate of $0.0713/kWh, for a total of $687.84. *** ***************** should receive the reimbursement check within 10-14 business days. 

We apologize for any inconvenience this issue may have caused *** *****************.  We attempted to contact *** ***************** on March 21, 2014; however she was not available.  I left a voicemail message with my name and the direct number to our Resolution Department.

 

Please feel free to contact me if you have any further questions or concerns.

 

Thank you,

 

*** ******

Direct Energy Customer Solutions

###-###-####

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My bills for electricity generally run at about $170- $200 per month in winter. Last month my bill from Direct Energy was fr $373.04. This month the bill was $579.25. Surely this kind of price gouging must be against the law! When I called to complain, I was told that I could fix the price. I said I wanted to cancel service. They were fine with that but I was told that it would take 1 to 2 billing cycles to end my service. I asked about temporary price fix and they told me that would also take 1 to 2 billing cycles. In this day and age, service of this type is inexcusable. I got off the phone with them and called CL&P and asked them what I could do. They cancelled my service effective immediately. I can afford this amount but I don't think I, or anyone else should ever have to pay this much for one month of electricity. I've heard from others that their bills were up around $2,000! We are in a recession. This is robbery. And I hope you can help, not just me but everyone else who has been price gouged. Especially, people should know that if this happens, they should make that second phone call to CL&P.

Desired Settlement: I would like a partial refund for both months. I would also like others to know that if they call CL&P, they can make the change happen immediately. Also, in a fair and proper world, I would want the partners at Direct Energy to serve jail time.

Business Response:

March 20, 2014

Customer Name:  ****** *********

Account number: *********

Case Number:  *******

Good Afternoon,

 

The account belonging to Mr. ****** ********* was originally enrolled with Direct Energy services on August 14, 2012 for electricity supply service on a fixed rate of $0.0745/kWh for 12 months with no early termination charges.  The account was cancelled effective March 11, 2013.

We apologize for any inconvenience Mr. & Ms. ********* may have had in reaching our customer service center to cancel her account.  Due to the colder than normal temperatures resulting in increased usage and higher bills, we are receiving excessive call volume.

We investigated Mr. & Ms. *********** complaint in detail.  Upon the fixed rate term expiry the account reverted to a month to month variable rate, in accordance to the terms and conditions mailed on August 15, 2012.  

Variable rates are based on market conditions and can fluctuate.  Due to the colder than normal temperatures and increased usage, variable rates have increased due to the current market conditions.  Due to the above mention reasons there is no reimbursement owed at this time.

She requested to have her accounts cancelled.  We submitted a cancellation request to the utility; the utility accepted and provided an effective date of March 11, 2013.  The industry standard for a cancellation to complete is 1-2 billing cycles.

 Please feel free to contact me if you have any further questions.

Sincerely,

******** *************

Direct Energy Resolutions Department

************

Monday – Friday

8:30am – 5:00pm Central Time

v

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2014 Billing/Collection Issues | Complaint Details Unavailable
3/29/2014 Problems with Product/Service | Complaint Details Unavailable
3/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We received a letter from Direct Energy (Balance Transfer Notice) stating we owe $549.19 on an account that IS NOT OURS, and never lived at the address in question. We've called and spoke to customer service numerous times, and they just keep telling us they will investigate it. We want this taken off of our bill. This IS NOT OURS.

Desired Settlement: We just want this taken off of our bill. This does not belong to us.

Business Response:

COMPANY RESPONSE:

Direct Energy reviewed the account disputed by *** ******* and confirms his personal information was used to initiate this account.  A further search by his social security number found additional accounts opened with his information.  Our investigator contacted *** ******* to confirm dispute of accounts ********* and *********.  Our investigator explained the fraud process and verified his current address to forward a fraud packet, which includes a letter of explanation and an ID Theft Affidavit.  Our investigator also advised *** ******* his valid account would be protected during this investigation process to prevent any negative actions or interruption of his electric service.  Due to the potential impact and volume of fraud detected, our investigator also provided resource information to aid him in the event this expands to other fraudulent accounts outside of Direct Energy. 

Direct Energy will complete the fraud process on receipt of *** *******’s documentation and will remain available to him for any additional questions or concerns through this process or for any other issues.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Problems with Product/Service | Complaint Details Unavailable
3/25/2014 Billing/Collection Issues | Complaint Details Unavailable
3/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Gateway was supposed to be offering competitive market prices for their electricity supply. While I understand that market prices went up during this winter season, other suppliers rose rates 10-15%. Gateway's rate rose 70% in one month. Their billing practices are unethical and could be called price gouging. When I called customer service to try to save the relationship and request a more standard billing rate for the previous month, there was a flat "there's nothing I can do for already billed amounts" even though those amount were 3 times higher than the prevailing rate (which is also variable - their big argument).

Desired Settlement: I want the most recent two bills adjusted to charge an appropriate market rate for their supply. Jumping from $.10 per kwh in Dec/Jan to $.17 per kwh is unacceptable! As I stated, I understand the market increase, but other suppliers in this area only raised 10-15%, which would bring that up to $.20 per kwh at the most.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

3/24/2014 Billing/Collection Issues | Complaint Details Unavailable
3/23/2014 Billing/Collection Issues | Complaint Details Unavailable
3/23/2014 Billing/Collection Issues | Complaint Details Unavailable
3/23/2014 Billing/Collection Issues | Complaint Details Unavailable
3/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I filled out an application to sign up with First choice power. It stated that we had 3 days to cancel with no fee. This took place 2/10/14 on 2/12/14 we decided to go with Reliant Energy. They contacted 1st choice and we received a letter stating that our service was switched and that there is nothing else that we needed to do. he we are today 3/4/14 and we received a bill from first choice. Upon contacting them they stated that they were awarded our account. Apparently reliant called to cancel on the 2/13/14(still within the time framed outlined) First choice then forged an agreement that WE never had to provide us our electricity therefore legally they were given our account and not reliant. Now I have to switch back to reliant because of the forgery and now will be asked to pay a disconnection fee along with a deposit that I had already paid reliant the 1st that I can not get back. 1st choice power screwed me and my family!!

Desired Settlement: I do not want to pay a disconnection fee and I believe because of the forged contract that they should also pay me the 153 surety fee that I paid reliant to acquire them originally. plus the 153 that reliant is asking me to pay on the 1st bill. I will seek legal action with an attorney if this is not the outcome.

Business Response:

March 11, 2014

[Complaint No: ********  – ******** ********

Account # *********

COMPLAINT SUMMARY:

Ms. ******** states that she and her husband completed an enrollment on February 10, 2014 and decided to establish services with Reliant on February 12, 2014. She states “They” contacted First Choice Power and that nothing was required on her part as the switch had occurred. She is now being charged fees by her previous provider.

SUMMARY OF INVESTIGATION:

Our records indicate that Ms. ******** completed an enrollment on February 9, 2014 to start services on February 17, 2014.

Our records do not indicate any contact from the ********’s requesting cancellation of the enrollment or closing the account; therefore, First Choice Power gained the ******** premise. On February 18, 2014, we received a request from another Retail Energy Provider, Reliant,  to return Ms. ******** as of the date of loss but was denied due to possession of a valid enrollment.

First Choice Power agents have attempted to reach the ********’s on multiple occasions regarding the complaint; however,  we have been unsuccessful.

COMPANY RESPONSE:

First Choice Power records confirm that Ms. ******** completed a valid enrollment on February 9, 2014 with a start date of February 17, 2014.

A thorough review of our system confirms that we had no communication from either Mr. or Mrs. ******** regarding cancellation of their enrollment; therefore, First Choice Power validly gained the ********’s premise on February 17, 2014. On February 18, 2014, we received a request from another Retail Energy Provider, Reliant, to return Ms. ********’s service as of the date of loss; however, since we had a valid enrollment and had not received a cancellation request from the ********’s, Reliant’s request was rejected.

Our records indicate that our first communication from the ********** regarding this matter took place on March 4, 2014, just prior to receiving the complaint from the Better Business Bureau.

Based on this information, First Choice Power has a valid enrollment for the ******** premise.

If Ms. ******** has any additional questions regarding this matter, First Choice Power would be more than happy to discuss this matter further.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

******** ********


 

 From: ****** ******** ************************** 

Sent: Tuesday, March 11, 2014 4:04 PM
To: drteam
Subject: In response to Direct Energy LP

March 11, 2014

[Complaint No* ********  – ******** ********

The only reason they received a call from me was because they sent me a bill knowing that I had switched to reliant and received a confirmation letter from First Choice. Why would I contact them if I was informed the switch was made?? I did not receive any information from this company in regards to them being awarded our account. I have not receive a single phone call from them either. It's convenient that they have no record of cancellation yet they sent me a letter confirming the switch!! Best time to contact is after 3 pm. 

BBB's Final Determination: The business failed to resolve the complaint issues.

3/22/2014 Problems with Product/Service | Complaint Details Unavailable
3/22/2014 Problems with Product/Service | Complaint Details Unavailable
3/19/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/18/2014 Problems with Product/Service | Complaint Details Unavailable
3/17/2014 Problems with Product/Service | Complaint Details Unavailable
3/17/2014 Billing/Collection Issues
3/16/2014 Billing/Collection Issues | Complaint Details Unavailable
3/16/2014 Billing/Collection Issues | Complaint Details Unavailable
3/16/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
3/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had signed on with Direct energy for our alternate Electric supplier. All was fine they gave a competitive rate for the year. Then as the year was coming to an end they were calling saying I had to sign up right there and then to avoid getting charged a higher rate.They insisted I had to do it that day to avoid the rate going up. So after a few calls and harrassment I finally signed back up with them to avoid the rate increase. When low and behold I received my electric bill and was charges some outrageous amount of money for by electric. My bill had increased $300.00 compared to the month before for the same usage. I called immediately and had to scream and yell to get to talk to a supervisor, after about ten minutes I was givena supervisor who told me that it takes two billing cycles to before the rates adjust! I said really because your sales person told me I had to sign up that day to avoid the rate increase so I did and they recorded the entire phone call, so I told him to go listen to it. I had already been a customer so why would it take two billing cycles to adjust the rate? I am livid. Who has an extra $300 a month for their electric bill that is normally 500 now its $800! He told me someone would get back to me with in 72 hours, I have never heard from anyone. This company bamboozled me and is now ripping me off for something I did in the time frame they told me to.

Desired Settlement: I would like my rate to be what it was and would like a refund for the amount they ripped me off for. $300. is a lot of money for someones error on their end. If I have two wait two billing cylcles thats $600 extra I am paying, on top of my normal bill of $500 a month. Wish I could rip off my customers like that to make my bottom line look good.

Business Response:

March ** 2014

Customer Name:  ************* ******* ********** *******

Account number:  *************

Complaint Number:  *******

Good Morning,

The account belonging to ************* ****** was originally enrolled with Direct Energy Services on November *** 2012 by way of a door to door sale.  The account was enrolled for electric supply on a fixed rate of $0.07990/kWh for 12 months with no early termination charges.

A Third Party Verification (TPV) call was completed where a woman who identified herself as ********** *******, the owner of the business,  provided account information required for enrollment as well as accepted the terms and conditions of service as the authorized account holder.  All of the questions were answered with a clear “yes”. (Call attached)

On September *** 2013, a renewal letter was mailed to the address Direct Energy has on file. (Letter attached)  The fixed rate expired on December ** 2013.  We did not receive a response to the renewal notice; therefore the account rolled onto a variable rate, in accordance with the terms and conditions of the contract.

On November **, 2013, ** ******* the local office to inquire about her rate and available rate plans.  She was offered a fixed rate of $0.0799/kWh for 12 months with no early termination charges; however she stated she would call back.

On December ** 2013, the local office contacted *** ******* because we had not heard from her in regard to the fixed rate.  We offered her the fixed rate of $0.0799/kWh for 12 months with no early termination charges; which she accepted

We apologize for any inconvenience this issue may have caused *** *******.  We attempted to contact her; however she was unavailable.  A voicemail message was left providing my name and the direct number to our Resolution Department

Please feel free to contact me if you have any further questions or concerns.

Thank you,

*** ******

Direct Energy Customer Solutions

**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I added another location to my current light bill with this company since Feb.*** 2014. It is now March *,2014 and still no service with this company. I was rudely disconnected several times and til this date nothing has been done for me to get service at the (*** ********* ******** ** *****) I called to confirm to make sure I would not run into any problems. The representative at direct energy had all my information and that everything was fine. Come to find out when I got to the location (*** *******) No electricity was on. Very, Very frustrating had to call again and to toke forever to get through the automated computer, finally got through a live person, I spoke to a ******** I explained what was going on and asked her if she had my number in case we got disconnected, well not wanting to answer me and wanted so quick to get me off the line and we got disconnected and she did not even bother to call back to help. I had to Call back and spoke to a ***** this person told me that I needed to give a deposit. I told her know one ever told me about any deposit and asked her (*****) if was able to give it over the phone and so I paid it over the phone. I asked her how long it would take to get electricity at this location she said she did not know. I am so disgusted with this electrical company. This company needs people who want to help customers and take care of their issues not just brush them off or hang up on them. First thing they tell you that the call is recorded. Well go back and hear how many times I called and was hung up on and that none of your representative were competent enough to help. I AM SORRIES DO NOT HELP ACTIONS AND RESOLUTION ARE WHAT HELPS. How am I going to refer this company when it does not even take care of me who has been with them for years. Probably have to take my business somewhere else.

Desired Settlement: I would like my deposit refunded back and have are service connected immediately and for all these people who disconnected my calls and brushed me off to someone else I want themreprimanded. If they are doing this to me, know telling how many other people they have done it to. You need a better system other than the automated computer. Customers would like to talk to competent persons who know what they are doing and who are willing to help customers. I thought I was value customer.

Business Response:

COMPANY RESPONSE:

Direct Energy appreciates the opportunity to review and assist with *** ********* concerns.  A Direct Energy investigator contacted *** ******* and explained that the information we received to enroll services on March *, 2014 to authenticate the Move-In request was illegible.  Our investigator offered to be the primary point of contact for *** ******* to resend the required authentication documentation and will also work to complete the Move-In order and provided a direct email address for his convenience.  In addition, our investigator verified that the deposit requirement remains valid as requested.  Our investigator will assist in processing the initiation of service as soon as *** *******’s required documentation and deposit is received.

In closing, Direct Energy values our customers and any feedback that is provided.  We strive to provide outstanding service to all our customers and are truly sorry that *** ******* feels the service he received was less than satisfactory.  If *** ******* has any further questions, Direct Energy would be happy to discuss the matter further.

Business Response:

COMPANY RESPONSE:

Direct Energy appreciates the opportunity to review and assist with *** ********* concerns.  A Direct Energy investigator contacted *** ******* and explained that the information we received to enroll services on March *, 2014 to authenticate the Move-In request was illegible.  Our investigator offered to be the primary point of contact for *** ******* to resend the required authentication documentation and will also work to complete the Move-In order and provided a direct email address for his convenience.  In addition, our investigator verified that the deposit requirement remains valid as requested.  Our investigator will assist in processing the initiation of service as soon as *** *******’s required documentation and deposit is received.

In closing, Direct Energy values our customers and any feedback that is provided.  We strive to provide outstanding service to all our customers and are truly sorry that *** ******* feels the service he received was less than satisfactory.  If *** ******* has any further questions, Direct Energy would be happy to discuss the matter further.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

***** *******

 

 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

***** *******

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Company increased there rates without any notice written , email or phone. Tried to talk to them and they were rude and hung up on me twice.

Desired Settlement: would like to get the percentage that was promised 10 cents for electric instead of 15 cents and for gas 41 cents instead of 74 cents, can not afford the prices they are trying to charge now, PLEASE HELP...thank you

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

3/10/2014 Billing/Collection Issues | Complaint Details Unavailable
3/10/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/7/2014 Problems with Product/Service | Complaint Details Unavailable
3/7/2014 Billing/Collection Issues | Complaint Details Unavailable
3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to get ahold of Gatreway Direct Energy to cancel this service for a month now.No one is picking up the phone. I just started last month getting charged on both my gas and electric. I have looked them up on line and people have contacted the BBB and that they are a scam. I have called both South Jersey gas and Atlantic City Electric to see if they could help me they said to contact you. And that they cancelled their service(Gateway Direct Energy)on their end and they will be my supplier like before. But they said that I might get a cancellation charge but I cant get ahold of them. Please feel free to contact me.Thank you

Desired Settlement: If I get the cancellation charge I would like this disputed. They told me that this was a free service to switch and that it would be cheaper to go with them. I am paying double on my bills.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

3/7/2014 Billing/Collection Issues | Complaint Details Unavailable
3/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Over the course of four business days I have been trying to request a schedule of all taxes billed for a certain period of time along with an "Assignment of Right to Refund" document. I have spent at least 6 hours on the phone (90% of that time on hold) trying to talk with someone who has the knowledge and expertise to do this. I was transferred a multitude of time between different numbers and was actually given five different numbers to call for help and that number could not help me. I finally was able to speak to a supervisor for about 2 minutes before I got disconnected. They had my account information and could have called back, but did not. I went through the process for the eighth time only to get disconnected again after a transfer to a supervisor. I cannot get anyone who has knowledge of what to do, just push buttons to transfer.

Desired Settlement: 1. Receive a schedule of all sales/use tax billed for up to four years on all four of our accounts. Account Name: ******* ******* ******* *** ******** **** ******** ** *****Account Numbers: *******, ******** ********* ********. Receive a filled out "Assignment Of Right To Refund" document available from the State of Texas Comptroller of Public Accounts so we can request the sales/use tax refund.

Business Response:

WTU Retail Energy

March ** 2014

[Complaint No: BBB #*******]  – Trinity Baptist Church

Account # ******** ******** ******** * *******

 

COMPLAINT SUMMARY:

*** ****** states that he has been trying to request a schedule of all taxes billed for a certain period of time as well as an Assignment of Right to Refund document. *** ****** has spent several hours on the phone and has been transferred multiple times. He was finally able to speak with a supervisor, but the call was disconnected and *** ****** states he did not receive a call back. He is requesting to receive a schedule of all sales/use tax billed for the last four years for all four church accounts. *** ****** has also requested that a completed Assignment of Right to Refund document be sent for all four accounts so they can request a refund from the State of Texas Comptroller’s office for taxes paid during this timeframe.

SUMMARY OF INVESTIGATION:

WTU Retail Energy confirms that Trinity Baptist Church had the following accounts:

·         ******* * ***** ******** ********* *** *** ******** *** ******** ** *********** *** *** ******** *** ******** ** *********** *** *** ******** **  * *********** ******** ** ********** ** ******* *** **** *** ******* ******** * **** *******

·         ******* * ***** ******** ********* *** *** ******** *** ******** ** ********** *** *** *** ******** *** ******** ** ********** ** ******* *** **** *** ******* ******** * **** *******

·         ******** * ***** ******* ********* *** **** **** *** ******** *** ******** ** ********** ** ******* *** **** *** ******* *** **** ******** ** ******** ****** ***** * ********** **** ** ****** ** ******* ******* ******* *** ******** *** ******** ** ********** ** ***** ** *****

·         ******* * ***** ******* ********* *** **** ********** *** ******** ** ********** ** January **, 2014 and account reflects a zero balance

On February 19, 2014, *** ****** contacted WTU Retail Energy, and at that time no information could be provided as *** ****** was not an authorized contact on the accounts for Trinity Baptist Church. *** ****** was advised to submit a request to be added to the accounts as an authorized contact.

On February **, 2014, *** ****** contacted WTU Retail Energy and although he was still not listed as an authorized contact on Trinity Baptist Church’s accounts, our agent logged a request to have account summaries sent to ************************* or faxed to *************

Upon receiving *** ******’s BBB Complaint on February **, 2014, a complete review of accounts ******** ******** ******** *** ******* was conducted.

COMPANY RESPONSE:

Our records confirm *** ****** contacted WTU Retail Energy February **, 2014 and February **, 2014. Although, *** ****** was not an authorized account contact on either occasion, our representative logged requests necessary to issue the requested account summaries for all four accounts. On March *, 2014, *** ****** was added as an authorized contact to Trinity Baptist Church accounts *******, *******, ******** and *******. This request has been escalated to the tax exemption department for handling and the requested account summaries and Assignment of Right to Refund will be issued to satisfy this request. In addition, our investigator has processed a refund for the overpayment received on account ********.

WTU Retail Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If *** ****** has any further questions regarding this matter, WTU Retail Energy would be more than happy to discuss this resolution

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My term is expired - and my plan forces me to only communicate by email or they will charge me $5.99 if I call them. But after 5 attemtps to contact them via their website they refuse to responde to me. I just want to renew my term. Never had to beg someone to take my money before really....

Desired Settlement: Reterm my account on the best possible plan - but they need to tell me the plans because they do not appear on their website.

Business Response:

March 4, 2014

[Complaint No: *******]  – ***** ********

Account # *********

COMPLAINT SUMMARY:

Mr. ******** states that he was having problems renewing his contract via the website and was concerned that he would have to pay a fee to speak with a customer representative over the phone.

SUMMARY OF INVESTIGATION:

An Agent reached out to Mr. ******** multiple times, and was finally able to speak with him on February 28, 2014. The agent assisted Mr. ******** with renewing his contract.

COMPANY RESPONSE:

An agent was able to successfully make contact with Mr. ******** on Friday, February 28, 2014 and assist Mr. ******** with renewing his rate. He was satisfied with this resolution.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I am not happy about the wasted time though.

Regards,

***** ********


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/28/2014 Problems with Product/Service | Complaint Details Unavailable
2/25/2014 Problems with Product/Service | Complaint Details Unavailable
2/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to have Direct Energy removed as my natural gas Supplier since last October of 2013 and to have Consumers Energy as my sole supplier. I have contacted Direct Energy on 4 different occasions about the account, and they keep verifying that I have been cancelled since 10/**/2013. I am still receiving my bills from Consumers Energy showing that Direct Energy is STILL my supplier. Also, every since I have been trying to cancel Direct Energy,...Surprise... my "Cost Per Unit" from Direct Energy has gone UP Each Month since. I also have 2 consecutive months(Jan. & Feb.) that charged me for "Gas Decoupling Surcharges"? In December of 2013 I even received letters from Direct Energy saying I have been such a good customer, would I PLEASE come back to them as my supplier!? The last phone contact with Direct Energy I believe was on Thursday, Feb. 6. They again verified I was cancelled on October ***2013 and said that "somehow, there is a problem and they would look into it and call me by Monday, Feb. **** to have everything straightened out"....no response as of yet! I have been in contact also with Consumers Energy to verify that I want them to be by sole supplier 3 times also. They verified that Direct Energy hasn't contacted them yet and they automatically pick up as being My Supplier. I last talked to Consumers Energy also on Thursday, Feb, **** asking them to help assist me in getting this resolved. They put me through to their customer resolution department and said they would look i to it. STILL looking for help removing Direct Energy!! MY Billing comes from "Consumers Energy". Contact Phone numbers are: Direct Energy= ************** Consumers Energy= ************** Any help is greatly appreciated.

Desired Settlement: I think after 5 months of being charged from a company that: 1)was suppose to STOP being my supplier, 2)after notifying them to cancel me my Rate Per Unit went up EACH Month, and 3)so far have been charge for a decoupling surcharge 2 months in a row, I feel Direct Energy should somehow be penalized by having to pay back ANY and ALL moneys they have received from me or moneys received from Consumers Energy. I don't know how to estimate how much retribution should be charged against Dierect Enery

Business Response:

February *** 2014

****** *****

Account number: *************

Complaint Number: ******

Good afternoon

The account belonging to Mr. ***** was originally enrolled with Direct Energy Services on July *, 2008.  The account was enrolled for gas supply on a fixed rate of $9.99/MCF for 24 months with no early termination charges.

On November **, 2013,  Mr. ***** called Direct Energy to cancel his service, we advised Mr. ***** that his service was cancelled as of October **, 2013, per the utility.

On February *, 2014, Mr. ***** called Direct Energy to inquire why his service had not been cancelled, at this time an inquiry was opened on his behalf.  We apologize that there was a delay in contacting Mr. *****; however we did investigate the issue and contacted him on February **, 2014.  I spoke with Mr. ***** and he confirmed that he wants to cancel the account; because his utility had  dropped the account back to Direct Energy for gas supply service.   We once again submitted a cancellation request to the utility and advised Mr. ***** that normal processing time to complete a cancellation request is 1-2 billing cycles.

We apologize for any inconvenience this issue may have caused Mr. *****.  I spoke to Mr. ***** on February **, 2014 and have resolved his customers concerns.  Mr. ***** may contact our Resolution Department at***** ******** should they have any further questions.

Please feel free to contact me if you have any further questions or concerns.

Thank you,

*** ******

Direct Energy Customer Solutions

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2014 Problems with Product/Service | Complaint Details Unavailable
2/24/2014 Billing/Collection Issues | Complaint Details Unavailable
2/23/2014 Problems with Product/Service | Complaint Details Unavailable
2/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I signed up on line they said there was 50.00 switch gift card. I called in the past and said that card was in the mail. Now I am on hold with there representative line and no answer.

Desired Settlement: $50 gift card

Business Response:

Hello,

Attached you will find the customer complaint and response letter.

If you have any further questions, please contact me at ###-###-####

Thank you,

**** ******

Direct Energy Resolution Team

 

 

February 13, 2014

 

Customer Name: ****** ******

Account Number: ********************

BBB ID Number:  *******

 

 

The account belonging to *** ****** was enrolled with Direct Energy on August 9, 2013 for electricity supply service on a fixed rate of $0.1049/kWh for 24 months with no cancellation fee. 

 

*** ****** called on February 10, 2014 to inquire about the promotional **** gift card. He was told it would take 4 to 6 weeks to be processed.  Based on the findings of our investigation, the incentive was fulfilled on 02/11/14, and *** ****** can expect to receive their card within 10 to 14 business days.

 

We apologize for any inconvenience *** ****** may have had when attempting to contact our customer service center.  Due to the colder than normal temperatures resulting in increased usage and higher bills, we are receiving excessive call volume.

 

Please feel free to contact me if you have any further questions or concerns.

 

Sincerely,

 

**** ******

###-###-####

Direct Energy’s Resolution Department

 

 

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a long term energy contract with *********.. ****** ****** acquired ********* in August of 2012. I received no notification that ********* was purchased by ****** ****** or that my account or contract would be transferred to ****** ******. I was billed an incorrect rate for several months and received a rebate check with no explanation of the calculation for the rebate. I received a cancellation notice from ****** ****** that was sent and utilized misleading and confusing wording about renewing a contract with no pricing, or cancelling and reverting back to the utility Not having a contract with ****** ******, I ignored the letter, When I reviewed my utility bill and found that I was being supplied energy from ****** ****** , I went back and reviewed the cancelation letter and found that they had switched me to a variable contract at 50% higher rate.

Desired Settlement: 1. I would like a detailed calculation, explanation and verification of the amount of the rebate check 2. I would like refund of the higher cost due to the variable rate from September 15th 2013 to February 15th 2014

Business Response:

Hello,

Please find enclosed the original complaint letter, our letter of response and supporting documentations.

If we may be of further assistance, please feel free to contact me at ###-###-####

Thank You!

**** *********

****** ******'s Resolution Department

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: FALSE ADERTISEMENT With reference to the above account, this is to express my utmost dissatisfaction with the customer service I received from Gateway Energy Gateway Energy has changed the gas supply rate, from $ 0.53 to $0.79 without any notifications, though we were informed by Gateway Energy that they will send us a written notification 30 days prior to any changes, this was explained by the representative when we signed up for services. I contacted the company customer service and explained the situation, however they were very unprofessional stating that they never said that, and when I asked them to go back to the recorded phone calls, they could not find a recorded record for me. They confirmed that they will not change the rate and accordingly, I requested to cancel the service; however they told me that they will still charge me the rate of .79 for 2 more cycling periods. I strongly believe that is absolutely unprofessional and it is a SPAM, and I am requesting for a credit back for the overcharge for these periods.

Desired Settlement: Credit for the overprice

Business Response:

January *, 2014

Customer Name: **** ******
Account Number: ********************
Case Number: ***********

Good Afternoon,

**** ******’s wife enrolled with Gateway Energy Services on April *, 2012 for electricity service on a fixed rate of $0.09550 /kWh and gas service at the fixed rate of $0.4690/ccf for 12 months with no cancellation fee. Both gas and electricity accounts will be cancelled on December *, 2013.
Gateway Energy Services investigated *** ******’s complaint in detail. I personally spoke with *** ****** on November **, 2013 and advised him that I would listen to his enrollment verification since he claimed that he never agreed to the terms and conditions of his service agreement. After listening to his Third Party Verification call that was completed by his wife *** ******, I was able to determine that the verification is valid and the *** ******’s wife is authorized to agree to terms and conditions of service. I called to inform *** ****** of my findings and left a voicemail message to have him contact me at the Resolution Department phone number ###-###-#### if he had any further questions about my findings. *** ****** never returned my call and when I spoke with *** ****** again on December **, 2013 he informed me that he could not locate the voicemail with his messaging service. In an effort to provide exceptional customer service Gateway Energy Servi ces will refund *** ****** the difference between the variable price that he was billed and the fixed rate plan that recently expired of $0.539/ccf. Gateway Energy Services has calculated a refund amount of $15.49 that will be sent to *** ****** within the fulfillment time of 6-8 weeks.
Gateway Energy Services called *** ****** and offered the refund amount of $15.49 and also explained the calculation. *** ****** agreed to accept the refund amount and will contact Gateway Energy Services Resolution Department phone number ###-###-####, should he need any further assistance in this matter.

Please feel free to contact me if you have any further questions or concerns.

Sincerely,

******* *****
###-###-####
******* ****** ******** ********** **********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

I spoke with ******* ***** from Gateway Energy, again he modified what we have agreed upon during a call at the beginning of Dec., please refer to the recorded phone calls:

1- He denied that he should be calling me back with a resolution; instead he claimed that he is waiting on me to call!!!!

2- During the same phone call, he claimed that he called me, when I asked him, why you did not leave a message, he could answer back.  

3- He failed to provide a recorded record with my consent to their terms and conditions.

4- Frist he told me that he will not issue any credit then one month later he called me back and told that he will issue $15.49 credit.

5- I never agreed to the credit amount nor the timming to process the credit check, I told them that after I recive the credit check they offered, I will review my records for the correct credit amount, as I sorngly belive it is more than that.

I am sick and tired dealing with such dishonorable people and I strongly believe that they should be penalized for FALSE ADVERRTISMENT and MISREPRESENTATION. 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Consumer Response:

At this time, I have been contacted directly by Gateway Energy Services Corporation regarding complaint ID *******, however my complaint has NOT been resolved because:

[Your Answer Here]

******* ***** from Gateway Energy called me with NO intention to resolve the issue, as he told me that he is calling for the sake of calling!!!!!!!!

I explained to him that I am willing to settle the issue if they refunded what they overcharged me as described in my pervious response however he rejected my proposal and told me that he is calling for the sake of calling and he is not willing to resolve the issue!!!!!!!!!.

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/19/2014 Billing/Collection Issues | Complaint Details Unavailable
2/18/2014 Problems with Product/Service | Complaint Details Unavailable
2/13/2014 Billing/Collection Issues | Complaint Details Unavailable
2/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a loyal customer to Direct Energy. I have ALWAYS PAID my bill in advance. NEVER LATE.I am relocated to a home less than 15 minutes from my current address I called to request my service to be transferred to my new address. I was told that Direct Energy did not provide service in that area so I would be penalized and charged a cancellation fee of $200 since it was seven days before my move instead of 14 days before my move. I don't agree with that it's not my fault that Direct Energy does not service the area that is less that 15 minutes away from my current location. I requested for any cancellation fee to be waived because it is not a good business principle to penalize a customer because the company does not offer service in a location. I requested to speak with someone of authority and was given to a floor rep/Sup named ********* on January **** who did not have the authority and told a lie and stated that there is no one above her that could assist me with my request. In order to solve the problem it would be simple to waive a cancellation fee if it is a issue that can be resolved by waiving a fee since the company does not offer service.

Desired Settlement: I want the service stopped on January **** with out a $200 Penalty.

Business Response:

January **, 2014

Case No. BBB *******                                                     

Account # *********

 

Dear Mrs. *********

 

Thank you for contacting Direct Energy regarding your billing issues for service address **** ******* ** ****** ******* ** ****4. We apologize for any inconvenience this issue may have caused.

Based on the account information and the information you provided to us for review, a request to remove the Early Cancellation Penalty from your account has been placed. 

 In addition, and per your request, your move-out date from **** ******* ** ***** was changed from February *, 2014 to January *** 2014 and, has been accepted by the market.  Your service at this location will end on January **, 2014. Please review your final bill, which will be sent to the **** ******** **** ****** **** ** ***** mailing address you provided.

We understand that Direct Energy does not provide service at your new location, which is being service by a local Co-op; however, we appreciated the opportunity to service as your REP and hope that you will consider us again in the future for your electric service needs, if you move to a location serviced by Direct Energy.

Our Analyst contacted you and advised you of the above; however, if you have additional questions regarding this issue, you may contact us directly at the number the Analyst provided you during the investigation.

Thank you.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2014 Billing/Collection Issues
2/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Door-knockers gain access to private residences with clearly posted "No Soliciting" signs. These employees ask residents to see their electric bills and collect personal information. They promise lower utility bills, which they may very well be able to provide, but they mislead residents about what they are allowed to do and where they are allowed to be. These employees often become combative when residents challenge them, or ask them to provide proof of permission to be on private premises.

Desired Settlement: Just stop sending solicitors!

Business Response:

Customer Name: ****** *******

LDC Account not enrolled with Direct Energy

Case ID *******

January **, 2014

****** ******* is not enrolled with Direct Energy.

Direct Energy sent the allegations from *** ******* to the Sales Quality department for investigation.  After investigating, Direct Energy determined that the property in reference is in ************* where there is no requirement for a soliciting or peddler license.  Also, Direct Energy looks for any no soliciting signs on any property where they walk in and if they are requested to leave then the agents immediately leave.  In addition; on this property there is a maintenance and building manager on site always and Direct Energy spoke with the gentleman and he gave us permission to be there.  

The agents are all trained to interact with customers in a polite, courteous and professional manner at all times.  Direct Energy trains all agents to be very specific in the beginning of their conversation in stating they are with Direct Energy.

Direct Energy placed the entire building on our Do Not Knock list.

Direct Energy was not able to reach *** ******* to address his concerns, due to no phone number was provided.  Once contact is made, Direct Energy will inform him of the above provided information.

Please let me know if you have any questions regarding this matter.

Thank you

********* *******

Direct Energy

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** *******

 

 The response offered by Direct Energy touches on the exact reasons for my complaint in the first place--and unfortunately for them, simply saying that their employees do (or don't do) something doesn't make it a reality.  If you'd like, I can take a picture of the front of my building, where the "No Soliciting" sign is posted next to the front doors.  If their employees are so well trained in customer service, then I question why my wife and I have twice now had to escort Direct Energy employees off the premises, over their objections, to be sure they leave, only to have them wait outside to attempt to re-enter the building through other means.  

Our building has a manager and maintenance staff, but they are not "on site always" as Direct Energy claims.  Additionally, the building manager is very clear with HER staff about no unauthorized persons being allowed in the building.  She will confirm that I have called twice to report these occurrences, and both times have taken the Direct Energy employees out of the building personally.  I will be forwarding the building manager and management company a copy of Direct Energy's response to my complaint for them to further pursue the issue if they see fit.  

Kind regards,

****** *******

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

2/4/2014 Problems with Product/Service | Complaint Details Unavailable
2/4/2014 Billing/Collection Issues | Complaint Details Unavailable
2/4/2014 Problems with Product/Service
2/4/2014 Billing/Collection Issues | Complaint Details Unavailable
1/31/2014 Problems with Product/Service | Complaint Details Unavailable
1/24/2014 Problems with Product/Service | Complaint Details Unavailable
1/21/2014 Billing/Collection Issues
1/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called in 10/2013 to renew my current rate of .809 and direct energy never recorded it. then they charged me .101. had to call in today to lower rate. Asked for supervisor for refund Hung up on me! THIS COMPLAINT WILL REMAIN UNRESOLVED UNLESS I AM REFUNDED!

Desired Settlement: refund all overages. ~$200FOR period of november and december 2013 and January 2014 for overcharges. PERIOD!

Business Response:

Customer Name: ******* ********

LDC Account *********

Case ID *******

January 8, 2014

The account belonging to ******* ******** was enrolled on May 8, 2013 for a fixed rate of 6 months at $7.23 cents/kwh with no cancellation fee.

Direct Energy sent *** ******** a renewal notice on September 18, 2013 advising him that it was time to call and renew for a new fixed contract; however Direct Energy never received any phone call or correspondence in response to this letter which resulted in *** ********’s rate reverting to a variable rate.  Since *** ******** began service with Direct Energy, we had not received any call or letter from him until January 7, 2014 when he called regarding the higher rate.  Based on this information, there is no refund owed to *** ********.

On January 7, 2014 when *** ******** contacted Direct Energy he was offered a new fixed rate of 11 months at $8.09 cents/kwh with no cancellation fee which he accepted.  *** ******** was advised that it can take up to 1-2 billing cycles based on utility processing timelines for the new rate to take effect. 

Direct Energy attempted to reach *** ******** to address his concerns, however he was not available.  A voicemail was left with the direct line to the resolution department.  Once contact is made, Direct Energy will inform him of the above provided information.

Please let me know if you have any questions regarding this matter.

Thank you

********* *******

Direct Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2014 Problems with Product/Service
1/14/2014 Problems with Product/Service
1/13/2014 Problems with Product/Service
1/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to get a refund from Direct Energy for payment that was made in error since March 2013. After many hours of talking to Direct Energy representatives over the course of many months I was told they could not help me because the personal information I gave them didnt match what they had in their system. Apparently their system has an error and therefore I cannot get my money back. My bank has sent them proof of payment on two different occasions. I have sent letters to two different people at Direct Energy and have not received a response. Their system is in error and I was told they cant help me get my refund.

Desired Settlement: I would like the amount I paid to them in error refunded to me.

Business Response:

CPL Retail Energy

January 11, 2014

[Complaint No: BBB *******]  – ***** *****

Account # *******

 

COMPLAINT SUMMARY:

*** ***** has been trying to get a refund from Direct Energy for payment that was made in error, since March 2013. After multiple hours of speaking to Direct Energy representatives over the course of several months she was told they could not help her because the personal information she provided did not match the information in their system. She states that their system had an error and she has not received her refund even though her bank has sent them proof of payment on two different occasions. *** ***** states that she has sent letters to two different people at Direct Energy and has not received a response and has been advised that due to a system error they are unable to provide her a refund.

 

SUMMARY OF INVESTIGATION:

Our records confirm that the payment made in error by *** *****, was located and posted to her previous CPL Retail Energy account on April 30, 2013 as a result of the proof of payment that was received. *** ***** contacted CPL Retail Energy on June 3, 2013, to follow-up on her refund and the call center agent logged the appropriate request to have refund processed for the payment of $84.31. The agent notated the account for the check to be mailed to the contact address, but did not make the necessary updates to the account mailing address. As a result, the refund check was mailed June 6, 2013, to a previous address on file of **** ***** ****** *** *** ******** ** **********.

Upon receipt of *** ***** complaint, a thorough investigation determined that check # ********** was issued on June 6, 2013 and has not been cashed. On January 8, 2014, a request to stop payment on the original refund check was placed. Once the stop payment is completed, the credit of $84.31 will be reissued as a refund check and will be sent to *** ***** ***** ***** ****** ***** ** *****.

COMPANY RESPONSE:

CPL Retail Energy has requested a stop payment on the original refund check issued on June 6, 2013. Upon completion of our stop payment request, CPL Retail Energy will issue a new refund check to *** ***** ***** ***** ****** ***** ** *****. Due to the delay, CPL Retail Energy will request overnight delivery of the new refund check and an investigator will contact *** ***** the day the overnight request is submitted. We would like to apologize to *** ***** for the delay in receiving her refund of $84.31.

CPL Retail Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If *** ***** has any further questions regarding this matter, CPL Retail Energy would be more than happy to discuss this matter further.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A sales representative quoted a price to have me switch from my previous electric company (JCPL) saying that they could save me money with a cheaper price. I compared the rate and their quote was indeed cheaper. However, they failed to tell me that this rate was only for two months and then I would be changed to a variable rate if I did not call them and lock in a new price. I was never told of an ending to the quoted price. When I called to enquire why my bill was so high, the company representative told me this information was in the fine print of the statement and asked if I was really expecting them to give me this intial rate forever? I told her that I only wanted the price that I was promised when the salesman told me I could have a cheaper rate than my previous company. Now I am paying twice the charges of my original company and would never have switched if I was aware of this limited time offer price. I have collected all of my previous statements and NOWHERE on front or back or in ANY fine print is this warning for me to call and lock a price before it goes to automatic variable. I have no paperwork that states this information either, nor did I sign a contract, rather this was all done by telephone. Perhaps they taped this call and if they did, they will find I was NOT told of a temporary two month rate. This is not a truthful sales practice. If I had been made aware of this temporary price, I would never have switched. I was never told of a two month price, in fact, Gateway told me specifically my bills would be chaper than JCPL and they gave me no warning of a variable rate after two months. In addition, as far as I can tell from my statements, my second month's KWH price was higher than my first month's rate, leaving me to believe I never had a non-variable rate for the two months or ever.

Desired Settlement: I have asked to be switched to my original electric company and to have my bill adjusted to the promised price. However, althought they say I will be switched back to JCPL, I am not getting any adjustments in my bill. Whether I get this or not, I believe that this is a sneaky practice that will take in many seniors and other people on tight budgets who are just trying to save money on their electric bills and someone should make sure their bait and switch prices are more accurately conveyed to potential costomers in the future.

Business Response:

 

The account belonging to ****** **** was enrolled on August **, 2012 for a fixed rate of $8.30 cents/kwh until march *. 2013 with no cancellation fee.

 

After investigating, Gateway established that *** **** did not receive the rate for the last billing period of 2/**/13-3/**/13.  She was charged a variable rate for this period instead of her fixed rate of $8.30 cents/kwh.  Based on this information, Gateway submitted a reimbursement for this billing period for the difference in the variable rate we charged to that of the fixed rate of $8.30 cents/kwh.  The reimbursement should arrive in 7-14 days in the amount of $46.50. (Calculations attached).

 

*** **** was advised per the terms and conditions mailed to her on August **, 2012 that the fixed rate would expire on March *, 2013 and at that time the plan will automatically renew on a month to month variable rate unless *** **** contacted us and requested a new fixed rate.  The plan went to variable per the notice that was sent to her.

 

Gateway Energy attempted to reach *** **** to address her concerns, however she was not available.  A voicemail was left with the direct line to the resolution department.  Once contact is made, Gateway will inform her of the above provided information.

 

Please let me know if you have any questions regarding this matter.

 

Thank you

 

********* *******      

Gateway Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Gateway cost me approximately $1,000 over PSE&G costs. They misrepresented their cost savings when they advertised, i.e., "20% lower vs. PSE&G's current electricity supply." "Get protection from seasonal rate increases." Which is neither true nor accurate. A bait & switch Unable to cancel by telephone, as they kept switching me around and putting me on hold. In short, I was never able to speak with anyone at Gateway in order to cancel. Tried to cancel on the website. Was not even able to register to set-up an account to cancel my account! I did finally speak with someone at PSE&G and cancelled with them; yet, it will take two months before I am transferred from Gateway back to PSE&G. Gateway never saved me any money as advertised. NEVER! Not even from day one

Desired Settlement: I seek the ability to switch back to PSE&G before February. I seek a check to pay for the $1,000.00 overage charged despite their marketing hype. Also, can you warn other consumers? Can you force truth-in-advertising? I would like to save others from making my stupid mistake. I admit it. I was stupid. I thought I could save some money. It only cost me more and more. I did not catch on until now. I want them prevented from taking advantage of others.

Consumer Response:

At this time, I have been contacted directly by Gateway Energy Services Corporation regarding complaint ID *******, however my complaint has NOT been resolved because:


*** ******* said that there were no guarantees of a cost reduction; that the 20% discount could be construed to apply to July 2011, month-one of the transfer from PSE&G.

[Your Answer Here]

I was not satisfied with her contention that the 20% discount could be applied JUST to month-one, July 2011.

The marketing information promoted 20% cost reduction and "protection from "seasonal rate increases."

Fine print at bottom of page:
"20% savings is available to New Jersey residents in the PSE&G territory, and is based on comparing Gateway's current fixed supply rate of $.0955 cents/kWh effective through April **, 2013, to PSE&G's October 2011-May 2012 Price to Compare rate of $.119567 cents/kWh, which includes the basic generation service price stated above, plus an additional 3 months of variable-rate service ("Initial Term").  Upon expiration of your Initial Term, your Agreement shall automatically renew on our variable rate.  Savings are not guaranteed after May **, 2012." 

I understood that I was buying futures;  I understood the variability of pricing did not guarantee savings each month. However, I explained that I believed that OVER TIME, July 2011 through November 2013, the aggregate cost would be less than aggregate PSE&G costs during that same time frame.

My final statement to *** *******:
I had sought a reduction over time; that I did not expect a 20% reduction month-to-month, rather that year-to-year there would be savings rather than higher costs over PSE&G.  

ACTUAL COMPARISON:
2011
GATEWAY = $1,048.99
PSE&G     = $   906.11

2012
GATEWAY = $2,296.84
PSE&G     = $2,052.11

2013  (AS OF NOVEMBER BILL)
GATEWAY = $2,882.74
PSE&G     = $2,451.61

Final thoughts:  
Buying energy futures is not easily understood; yet, we all only want to save some money on our utilities, if only a few dollars.  We do not want to find ourselves paying MORE in the long run.

Clear, concise, trustworthy marketing is what we want.  The really fine print at the bottom of the page should be at least 12-point font in the middle of the page to provide clarity of information and, thus, a more informed choice for the consumer.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** *****

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

1/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On *** *** ****, I received an email from Direct Energy stating that if I renewed my electric service with them within 30 days I would receive a $50 credit on my bill within 1 to 2 billing cycles. I called Direct Energy and renewed on *******.When the credit did not appear on my ****** bill, I called Direct Energy on ******* and spoke to **** who said that the credit would appear in 1 to 2 billing cycles. Since the ****** bill was the second billing cycle, I requested that the $50 credit be applied to it. I was told that I could not take the $50 credit off my bill, but that she would request the credit. On *******, ***** with Direct Energy called me and said the $50 credit would be on my next bill.When the credit did not appear on my ********* bill, I called Direct Energy on ******* and spoke to ****** who said that I had been approved for the $50 credit to be applied to my *******r bill. When the credit did not appear on my *******r bill, I called Direct Energy on ******** and spoke to **** who said the order for the credit was still on hold, but that he would request the $50 credit to be approved. I told him that I had been told before that the credit had been approved but had never received it, but he simply told me to call back in 3 or 4 days to see if it had been approved. On ********, I spoke to the customer service supervisor, *******, and explained again about the email I received promising a $50 credit for renewing. I told her that I had never received the credit, even though I had been told it had been approved and would appear on my bill. She said that the only thing she could do was to put in a request for the $50 credit.I have an excellent payment record with Direct Energy; I always pay my bill before the due date. It is unfair that I have to call again and again only to get the runaround when I trusted that the $50 credit Direct Energy offered would appear on my bill as promised. At this point, it has become a matter of principle. Although it is difficult to believe, it seems that Direct Energy sent the email promising a $50 credit for renewing only to get people to renew but obviously has no intention of honoring their offer.

Desired Settlement: I would like the $50 credit that was promised in Direct Energy's email offer to be applied to my next bill(******* ****).

Business Response:

Ms. ****** established services at **** ******** *** ******** ** ********** on **** *** **** and renewed her contract on *** *** ****.

Our records indicate Ms. ****** called on ****** **** inquiring about her $50 credit. An agent logged the request.

Notes also indicate that Ms. ****** called in once again on ********* *** **** to inquire, as the credit was not made to a system error. The agent re-submitted the request for the credit, and advised the customer that it would take up to 4 days to process. Ms. ****** called in again, on ******** *** ****, but due to a system error, the credit was not applied to the account, and another request was submitted by the agent.

On ******** **, the credit was successfully processed. An agent made contact with Ms. ****** to inform her of this, and also advised her that this credit will be visible on her next statement. She was satisfied with the conclusion.

COMPANY RESPONSE:

Our records confirmed that Ms. ****** renewed her contract in *** **** and that she contacted Direct Energy several times between ****** and December 2013 regarding a $50.00 promotional credit she had been advised she would receive upon her contract renewal. Multiple credit requests were made for her account, but were unsuccessful. The $50.00 credit was applied to Ms. ******’s account on ******** *** **** and will appear on her next statement.

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Ms. ****** has any further questions regarding this matter, Direct Energy would be more than happy to discuss this resolution further.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until I receive my ******* **** bill to see if the business has performed this action and, if it does, will consider this complaint resolved.

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

1/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was contacted by the electric company "Direct Energy" and told that I if I wanted to get free electricity on Sat that I should sign up for power to go program. I was told that my security deposit would cover my transfer and that I would be billed at $4/day. Well that was a lie - I am billed at 7/day and the security deposit was not applied to my balance. I still have that balance and my electricity has been turned of at least 4 times in ********. I have Asthma and my health equipment was not available to me, i.e. air filter etc and I had a very bad asthma attack. Each time I called I was on hold for over 1 hour. When I finally spoke to supervisor he hung up on me and did not nothing to help. This company is very bad and out right lies. They said I would have a choice of Free Sat or free nights - now they will not honor free nights. This is a scam! I am also paying more for my electricity now than when I signed up.

Desired Settlement: I would like a refund as my health costs have exceeded my electric bill and I have missed out on work as there was no electricity. I would like for them to be held accountable for false advertising . They do not offer free Sat / Weekends as they advertise and their service is the worst service I have ever seen or had!

Business Response:

SUMMARY OF INVESTIGATION

According to the enrollment call, the agent informed the customer that he would receive free Saturdays if he switched to the company’s Power-to-go program. There are no notes on the account indicating the customer was informed about free nights as part of the incentive, nor are there notes indicating the customer was informed he would only pay $4.00 a day on the plan.

The customer was also informed he would receive $25.00 to his post pay account balance. Additionally, the customer would receive a final invoice with his $100.00 deposit applied to the balance. Records confirm the customer agreed to the Terms of Service and the $100.00 deposit was applied to the postpaid account, leaving a remaining balance of $117.93. This amount was then transferred to the pre-pay plan a Deferred Payment Plan (DPP). This allows 25% of each payments mad towards the prepaid account would be applied to the DPP amount.

Usage history shows the customer has not been charged for Saturdays, as part of the incentive he agreed to during enrollment.

COMPANY RESPONSE

Further review of the complaint confirmed Direct Energy provided accurate information to the customer regarding the Power-to-Go plan. Additionally, all incentives discussed during enrollment were provided by the company. Account records show the customer agreed to switch to Direct Energy’s pre-paid program, which included a free Saturdays incentive and a $25.00 goodwill credit that was applied to the postpaid account.

There are no notes on the account indicating the customer was informed of free nights with the company, nor are there notes indicating the customer was informed he would only pay $4.00 a day for service. The customer then agreed to the Terms of Service, and his $100.00 deposit was applied to his postpaid account. The remaining balance was then transferred as a DPP amount to his pre-paid plan. 

Direct Energy would like to advise Mr. ***** to contact an agent to further discuss any questions or concerns he has regarding his account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

1/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last weekI received Military orders for reassignment next month in Alabama. I called to cancel my service writhing 72hrs and was told that I have to request a cancellation 14 days in advance to avoid a $200.00 cancellation fee because I'm under contract with them. I spoke with a lady named *********, she told me they honor the military clause but I have to call 14 days in advance. If I would've received my orders sooner I could've given them a 14 day notice. Servicemembers come down on orders at any given time without nor for reassignment or deployment, but they request a 14 day notice prior to cancellation of a service. We can not predict when we will be reassigned or deploy. If they honestly honored the military clause then they wouldn't charge us cancellation fees. This is beyond believe, to say you honor the military clause but still charge them fee...either you honor the military clause or not.

Desired Settlement: I would like a refund if they honor the military clause. The reason why they have the military clause is because service members can be moved at any time with little or no notice that a move is coming.

Business Response:

 

COMPANY RESPONSE:

Although Direct Energy does not have a military clause within the terms of service Mr. ******** agreed to when he established his services, with a copy of his military orders, his Early Cancellation Penalty was waived.

If Mr. ******** has any further questions regarding this matter, Direct Energy would be more than happy to discuss this resolution further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/31/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Complaint #1: *** **** ****** charged me an early termination fee of $200 even I have fulfilled my 12 months commitment. I activated my service on ********** and called in 3rd week of *** **** to request terminate of the service on **********. However *** **** ******'s agent failed to mention & advice me that their lead time and process in order to terminate the service on **********, she would actually schedule the service terminate request on **********, as the process takes 4 days when i called in during the 3rd week of *** ****. Thus after seeing the last bill with $200 early termination fee, I have called *** **** ****** again on **********, and learned that the previous agent failed to advice me that she would request the termination on ********** on my behalf for termination on **********, and *** **** ****** is charging me an early termination fee of $200 due to this reason. After all, i have fulfilled my 12 months commitment, therefore *** **** ****** has no reason to charge me any fee due to early termination. Therefore i am writing this complaint requesting *** **** ****** to remove the early termination fee on my last bill as soon as possible.Complaint #2: When I request service to begin on **********, the contract rate was $0.076/kwh for 12 months. And I have been billing with the rate, $0.076, for the next 10 months until the ******** **** bill, I was billed with $0.101/kwh. I called *** **** ****** in 3rd week of *** **** and disputed the rate, the agent told me that they have increased the rate due to I have less than 500kwh usage during the month of ******* ****. And she told me that if my usage goes beyond 500kwh the next months, my bill will resume to the rate $0.076kwh. However the past 2 bills, *** *** **** I am still being charged $0.101/kwh with both months usage were beyond 500kwh. *** **** ****** has changed my contractual rate without reason and *** **** ******s agent was incompetent to resolve my inquiry and could not provide me valid answers on my inquiry. Therefore I am writing this complaint requesting *** **** ****** to review my *** * *** **** bills thoroughly and provide a formal response whether they have changed the contractual rate during the contract period, adjust my bill if they have over billed me and refund any balance as soon as possible.

Desired Settlement: #1: Removal of the early termination fee.#2: Adjust my bill to the contractual rate for **** *** * *** **** bills, and refund any balance due to over billing.

Business Response:

Mr. *** states that he is being charged a $200.00 Early Termination Fee even though he fulfilled his twelve month contact. He states that he contacted *** **** ****** to cancel his service, which he had established on ******** *** *****  and requested an end date of ******** *** ****, but was never advised that his service would actually be ended on ******** *** ****. Mr. *** feels that he should not be charged this fee, due to the fact that he was not properly advised of the actual date his service would end.

Mr. *** then states that he agreed to a rate of $0.076 per kWh and his billing was correct until ******** and ********, when he was billed at a rate of $0.10 per kWh. He would like his billing corrected. 

SUMMARY OF INVESTIGATION:

Our records confirmed that Mr. *** agreed to a twelve month fixed rate of $0.076 on ******** *** ***** which included an Early Cancellation Penalty of $200.00. Mr. *** was billed at this rate until ******** ****, when do to a system upgrade his rate was changed to $0.10 per kWh.

Mr. *** contacted *** **** ****** on ******** *** ****, requesting a Move Out for ******** *** ****. *** **** ****** issued Mr. *** his monthly statement on ******** *** **** with the incorrect rate of $0.10. The Move Out Mr. *** requested completed on ******** *** ****.

Mr. *** contacted *** **** ****** on ******** *** **** questioning the Early Cancellation Penalty that he had been assessed and was advised that due to him ending service before his contract expired he had been validly assessed a $200.00 Early Cancellation Penalty.

Mr. *** final statement was issued on ******** *** ****, again with the incorrect rate of $0.10 kWh and also included an Early Cancellation Penalty of $200.00. *** **** ****** received Mr. ***’s BBB complaint the same day and a full review of his account was completed. *** **** ****** has corrected Mr. ***’s ******** and ******** statements and has also waived the $200.00 Early Cancellation Penalty, creating a total credit of $243.91. Mr. *** was issued his final statement with all adjustments on ******** *** **** creating a final account balance of $23.54.

COMPANY RESPONSE:

Our records confirmed that due to a system upgrade, *** **** ****** incorrectly invoiced Mr. *** for his ******** and ******** statements at a rate of $0.10, instead of his contractual rate of $0.76. Due to Mr. *** requesting his services to end before his contract expired he was assessed a $200.00 Early Cancellation Penalty. *** **** ****** has corrected Mr. ***’s last two statements and has also waived the $200.00 Early Cancellation Penalty due to his services ending one day prior to his contract expiration date. Mr. ***’s account is currently closed with a final balance of $23.54.

*** **** ****** prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Mr. *** has any further questions regarding this matter, *** **** ****** would be more than happy to discuss this resolution further.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  The business did perform this action and this complaint is resolved.

Regards,

*** *** ***


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Direct Energy is a terrible Company when it comes to Customer Service.No one has Authority to make any decisions. I have spoken to 3 CS Reps and 3 Supervisors and I am still as lost as I was before I called. In ******** a Rep told me about (Pay as you Go), but he didn't explain how it really is. I told him I wasn't interested, because I had it before, he said it wasn't the same, and every Saturday is free. It is the worst Service ever, every day you get a Text, you owe more Money. I was told to try it for 30 days, if I didn't like it to call within 30 days and cancel. This did not happen, I called on *******, I was told by the first CS Rep that unfortunately that was not true, it would actually take 7 Bus days. So the only way to get my Regular DE Acct back was to go through a whole application, I couldn't believe it, I had to give her all my information again, and have a credit report pulled and she was going to charge me a $3.00 Moving fee, even though I did not move. I was so upset about this terrible Customer service. But she promised it would start ****, and at least I didn't have to pay a Security Deposit. She gave me the Complaint #, which I called. Since ****, I have spoken to ******** ******** *******, then a Supervisor ******. Then on ******** I spoke to Sup ******* , then today ******** ********. So (2) CS reps &(3) Sup, ******, ******* and ********, no one has been able to help . ******** did state that he doesn't know why they can't just switch me back and work with me on the balance, because that is what his information says, that I am suppose to be just switched back. What Company would continue to let their Customer suffer like this, by paying everyday to keep their electricity on, When the money can just go toward the old bill. Yesterday I came home in 26 degree weather to find my Service was disconnected because I had a neg bal of $8.07, it also damaged my Cable box. I paid a total of $48.00 this week. This is unbelievable, horrible Customer Service.

Desired Settlement: This has been such a terrible experience, after this is over I will be looking for another Company. Why would a DE allow their Customer of 4 years to go through this. I was given a different story by every CS Rep and Sup. These people need to be trained to give one answer (correctly to the Consumer), I am hurt, frustrated and mad, I have been lied to and worse of all, who would turn off service, when I have been a Customer for $8.07. I want it switched back, I WANT a Refund and an apology.

Business Response:

 

Account notes show that on ******** *** ****, Ms. **** accepted the terms and conditions of the company’s pre-paid product, Power-to-Go, under account number ******.  The customer was offered a $25.00 credit to transfer service, which reduced her balance on her postpaid account to $123.76.  The customer was then issued a final invoice, and because the amount was not received, the balance was transferred to the prepaid account.

The customer then set up a Deferred Payment Plan (DPP) for the amount, and a switch hold placed on the premise.  As disclosed in the terms of service, the DPP, allows the customer to pay the outstanding transferred balance by applying 25% of each payment made towards the deferred amount.  Please note that the plan does include free Saturdays, which is indicated in the daily messaging that shows usage.

The customer contacted the company on ******** ** **** requesting to be transfer back to postpaid. That same day the company received a payment of $18.00, of which $4.50 was applied to the deferred amount. Because the payment was not sufficient to maintain the account and when reported usage was billed on ******** *** ****, the account indicated a negative $8.05 balance, which created a disconnection request.  The market shows that service was disconnected on ******** *** **** at 2:23 pm,  when a $20.00 payment was received, of which $15.00 was applied to the account balance and $5.00 to your deferred amount, a reconnection of service was issued, and was connected on ******** *** **** at 7:36 PM.

The company has issued a request to transfer the customer back to her postpaid account.  To further assist the customer, the company has agreed to waive the remaining $53.56 deferred balance and any other charges remaining on the pre-paid account until the account finalizes on ******** *** ****.

COMPANY RESPONSE

Further review of the complaint shows Ms. **** agreed to the terms of service for Direct Energy’s prepaid plan, and the unpaid balance was transferred to her new account as a DPP. The customer was then sent messages regarding her usage, and received free Saturdays as part of the company’s promotion. Notes indicate that because the balance fell into the negatives, a disconnection request was issued and service was reconnected the same day upon receipt of payment.

The company has issued a request to transfer the customer back to her postpaid account, and has agreed to waive the remaining $53.56 deferred balance and any other charges remaining on the pre-paid account.

We hope that we have resolved your issues to the customer’s satisfaction, and would like to thank Ms. **** for remaining a Direct Energy customer. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was switching from Direct Energy Power to go, to month to month service and the customer service agent stated that he would waive the deposit because I have been with them since ****. So, I get everything set up, ID and social security card was faxed over. I called today and was told that I have to pay $300 deposit, they stated they don't waive fee's. I am suppose to get my utilities switched over on ********! This is not ok.

Desired Settlement: I would like my deposit waived like I was promised.

Business Response:

Notes show that Ms. ******* agreed to a 6 month fixed rate on ******** ** **** with an Energy Charge of $0.09 kWh and an Early Cancellation Penalty of $100.00. The customer called again the same day regarding how much he was paying for prepaid service. The agent suggested that a postpaid account might be a better option and he would follow-up to assist in the transfer from prepaid to post paid

Notes indicate that when Mrs. ****** asked if the deposit would be waived prior to transfer to enrollments, the agent confirmed deposit would be waived. Please note, it is not Direct Energy’s policy to waive deposit requirements when a customer is switching from prepaid to postpaid. During the enrollment process, a FRAUD-VICTIM ALERT exception occurred. This process is manually worked to determine if a deposit is required. Upon review, it was determined that a $300.00 deposit would be required for the switch to complete.

As a courtesy to the customer, a $300.00 has been waived and the Switch has been submitted for completion. Feedback has been provided to the agent that provided misinformation regarding waiver of the deposit. As a courtesy, usage occurring after ******** *** **** when the switch was originally scheduled to complete through the final usage on prepaid account *********** will be written off. Because the customer had agreed to a 6-month fixed rate prior to the initial call to Resolutions, the Early Cancellation Penalty will also be waived.

COMPANY RESPONSE

Further review of the complaint shows an agent mistakenly informed the customer that a deposit would not be required for enrollment into the company’s postpaid plan, but because of a fraud victim alert, a $300.00 was required for the account.

The company has decided to waive the deposit, and has written off usage from ******** *** **** to the final usage. Additionally, the company has waived the Early Cancellation Penalty.

Direct Energy would like to apologize to Ms. ****** for any inconvenience this issue may have caused.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am current customer of PSEG for Electrical and Gas. In my recent bills Gateway Service Energy has become my supplier for Gas without approval of myself. I really don't know where they got my personal information. But even though they got my name,address and email correct they were not able to get correct phone number for me. Not only they became supplier of my electricity without authorization ( which is fraud) and they started charging me $5.99 fees for their services. Here is my account information they have. Phone number here listed was original which they had ( which is not correct by the way) . while talking with them yesterday (*** sept 2013) they updated my phone number to correct one in their record but that doesn't mean they i authorized them to be my supplier. General Information Gateway Energy Customer Number: ******* Company Name:****************** ***** *******

Desired Settlement: they need to cancel my account with them obtained fraudulently and refund me for last 3 month service charge they charged me. I am not responsible to pay for their frauds. They claims i registered for their service while representative came door to door which is not correct.

Business Response: October *, 2013
 
 
Customer Name: ***** ****
Account Number: ********************
 
The account belonging to ***** **** was enrolled on April **, 2013 by the way of a door to door sale. The account was enrolled for the gas supply service on a fixed rate of $0.6290 per therm valid thru April **, 2014. *** ****** account has an effective cancelation date of November **, 2013.
 
Gateway Energy has investigated *** ****’s complaint in detail and forwarded the matter to our Sales Quality Department for further review. Per our Sales Quality department , the conclusion is that this was a valid sale. During the enrollment process, a Third Party Verification call (TPV) was completed by a gentleman who stated that he was ***** **** and provided the verifier with all of the required information needed to complete the enrollment process.  This call was played back to *** ****, who denies it is him. The voice on the TPV appears to match *** ****’s voice. The TPV call is attached for your review.
 
Based on the above mentioned findings, Gateway Energy has found no evidence of *** ****’s account being fraudulently enrolled. Gateway Energy spoke with *** **** about the above mention findings, *** **** does not agree with the enrollment and stated that he never was in contact with Gateway Energy. Gateway Energy advised *** **** that his gas account has a current cancelation date of November **, 2013 which he was happy about. Gateway Energy will be sending *** **** a check for the time period that his account is active, from June **, 2013 until the account closes out on November **, 2013 as a courtesy for the inconvenience. *** **** was satisfied with the resolution and that Gateway Energy was proactive on clarifying his concern.
 
Please feel free to contact me if you have any further questions or concerns.

Gateway Energy’s Resolution Department
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

PLEASE SEE ATTACHED.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ****




 

Business Response: Customer Name: ***** ****

Account Number: ********************

 
The account belonging to ***** **** was enrolled on April **, 2013 by the way of a door to door sale. The account was enrolled for the gas supply service on a fixed rate of $0.6290 per therm valid thru April **, 2014. ***
****'s account has an effective cancelation date of November **, 2013.

Gateway Energy has investigated *** ****'s complaint in detail and forwarded the matter to our Sales Quality Department for further review. Per our Sales Quality department ,the conclusion is that this was a valid sale. During the enrollment process, a Third Party Verification call (TPV) was completed by a gentleman who stated that he was ***** **** and provided the verifier with all of the required information needed to complete the enrollment process . This call was played back to *** ****, who denies it is him. The voice on the TPV appears to match *** ****'s voice.
The TPV call is attached for  your review.

Based on the above mentioned findings, Gateway Energy has found no evidence of *** ****'s account being fraudulently enrolled. Gateway Energy spoke with *** **** about the above mention findings, *** **** does not agree with the enrollment and stated that he never was in contact with Gateway Energy. Gateway Energy advised *** **** that his gas account has a current cancelation date of November **, 2013 which he was happy about. Gateway Energy will be sending ******* a check for the time period that his account is active, from June **, 2013 until the account closes out on November **, 2013 as a courtesy for the inconvenience. *** **** was satisfied with the resolution and that Gateway Energy was proactive on clarifying his concern.

A check has been requested for the amount of $86.62 which is the amount that was charged to the *** **** from June **, 2013 until the account closed on November **, 2013.

Gateway Energy once again talked to *** **** on regards to the above mentioned findings and he was satisfied with the resolution.

Please feel free to contact me if you have any further questions
or concerns. ****** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is a scam. They came to my door and would not leave. They lied about what they offered and acted like they were working with my current electric company when, upon further investigation, they are a competing company with illegitimate collection practices and despite their lies you will be charged a fee for canceling your legitimate service. The sales people took advantage of my naivety and my anxiety issues by trying to push into my house and demanding to see my bills and personal information. I stupidly agreed and decided I would cancel later if it was not worth it. BUT I couldn't! The phone number did not work and the website has no way for you to get a hold of anyone or any information about canceling. It was so scary and stressful. It should be illegal to do what they did to me.

Desired Settlement: I want them made aware it is illegal to physically force your way into a doorway or demand to see personal information.

Business Response:

 

The account belonging to ***** ****** was enrolled ******** *** **** by way of a door to door sale.  The account was enrolled for electricity supply service on a fixed rate of $0.0619 kwh for 6 months with no cancellation fee.  The account is currently cancelled and Ms. ****** has not and will not flow with Direct Energy.

Direct Energy has investigated Ms. ******’s complaint in detail and has forwarded the matter to our Sales Quality Department for further review.  It can be confirmed Ms. ****** was solicited by a Direct Energy Representative and that she agreed to Direct Energy services.  Per the report from the sales team, the Direct Energy Representative enrolled the customer standing on the outside of the home and never entered the home.  The Representative was fully clothed with Direct Energy accessories and reports she mentioned in her conversation with Ms. ****** that she was representing Direct Energy.  In addition the customer participated in a Third Party Verification call in which she answers “Yes” to the question asking if she understands the service is from Direct Energy and not the utility.

Direct Energy would like to assure Ms. ****** that her account with Direct Energy has been cancelled.  Additionally, to ensure no further solicitation efforts are made to Ms. ******, Direct Energy has added Ms. ******’s address of **** ******** *** ** ********* ** ***** to our Do Not Knock List and the phone number ###-###-#### to the Do Not Call List.  Direct Energy would like to advise Ms. ****** that it can take up to 30 days for all solicitation attempts to cease.

Additionally, the representative who visited Ms. ******’s residence has been reviewed on product presentation as well as how to be clear on who the agent is representing.

Direct Energy attempted to contact Ms. ****** ******** *** **** however was unable to reach her.  A voice mail was left with the Direct Energy Resolutions call back number, ###-###-####.

Please feel free to contact me if you have any further questions or concerns.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On ******** *** a door to door salesman (named ******* *******, Agent #******) came and offered *** electric services with a low kWp rate. I could not find my bill with *** to compare rates at that time. He said if I signed with *** at that time but changed my mind and wanted to stay with ***, then I could cancel with *** before my first bill's due date and not have to pay an early cancellation fee. He also assured me that I would not face a cancellation fee with *** because I switched to ***. So I signed with *** electric services. On ******** **** I receive a call from *** stating they did not want to lose us as customers. They give me a better rate than *** and also tell me that I did have a cancellation fee from them because I switched to *** for 5 days. Because I am a preferred customer and I switched back, they waived the $295 cancellation fee on their part. I then called *** to inform them that I switched back to ***. I spoke with a man named *****, the call's Reference #**********. He apologized for any miscommunication from their door to door salesman. He then said that those salesman can pretty much say whatever they want to try to get you to sign. I told him that because of that I no longer trusted *** electric services. I asked if I was going to have a $300 early cancellation fee with them because the door to door salesman said I wouldn't if I cancelled before the first bill was due. He said at that time that I would NOT have a $300 fee on my first/last bill with them. I receive my bill from *** on ******** **th and I have a $300 cancellation fee on my bill. I tried calling *** 5 times and every time the operator went to transfer my call to Customer Service, an answering machine would say "We are experiencing technical difficulties. Goodbye." According to the salesman I have until the first bill's due date to cancel and not have to pay a cancellation fee. The due date is ******* *nd and I refuse to pay them the $300.

Desired Settlement: I would not like to be held liable for the $300 early cancellation fee to *** Retail Energy Electric Services due to being provided false information by an unmonitored door to door salesman and because a customer service representative told me that I would not have to pay a cancellation fee as well (call reference #**********).

Consumer Response:

Better Business Bureau:

This letter is to inform you that Direct Energy, LP has carried out to my satisfaction the resolution it proposed for my complaint, filed on ********** ******** ** and assigned ID *******.

******** ****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for power to be provided by Direct Energy on **** to begin on ***** for a home I recently purchased. Direct Energy did not start on the agreed upon date and could not resolve the issue. After 4 calls and 1.5 hours on the phone, they could not resolve it and said that the root cause was that they could not identify the meter at my house from my address but did not know what to do to fix it. They also would say things like "your address is in one system and there is no address in the other" instead of just fixing it. They did not call in advance when there was an issue and nor after the start date passed when the power was not connected. I called a week before my power was supposed to start and they confirmed everything was on track. They also just did not return calls when they said they would. This is a horrible company that should not be selling power. Now I am without power in my house for 4 days because now it's the weekend and other companies cannot turn the power on until Monday.

Desired Settlement: If it freezes over the weekend and a pipe breaks/freezes or some other damage is found due to no power for 4 days, I would like Direct Energy to pay for those costs.

Consumer Response:

Better Business Bureau:

This letter is to inform you that Direct Energy, LP has carried out to my satisfaction the resolution it proposed for my complaint, filed on ********** 5:30:48 PM and assigned ID *******.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I transferred from monthly payment to pay to go by suggestion of direct energy. I have been paying Direct Energy $125 every 4 days for service. I cannot do this and I have requested to go back to a monthly bill and they refused to transfer me . but yet they had me on a no transfer hold where I am stuck with them on the pay to go and I'm not able to transfer to any other Electric Company but yet they still will not put me back on a monthly bill either. I have spoke with sales reps I have spoke with managers and nobody seems to be able to help me with this problem but yet I cannot pay $125 every 4 days. I don't understand how by law an Electric Company can keep me from going to another company.

Desired Settlement: I want my hold release so that I can transfer Electric Company

Business Response:

Notes on the account confirm that Ms. ******* was on a postpaid account with a variable rate until ****** ** **** when she switched to a pre-paid plan.  The customer was then issued a final invoice from the postpaid account for $1,215.77, due ****** *** ****, which included a previous balance of $1,061.53 and current charges in the amount of $154.24. 

On ****** *** ****, the account was provided a $25.00 incentive credit, which reduced the final balance to $1,190.77.  On ********* ** **** the company transferred the balance to the pre-paid account ****** under a deferred payment plan (DPP). Records show the customer was informed that when she switched to the pre-paid plan, any unpaid final balance from the previous account would be transferred to the new account under a DPP which would apply 25% of each payment towards the customer’s unpaid balance.

Ms. ******* contacted the company in ******** **** and ******** ****, requesting to switch back to a postpaid plan.  The customer was advised that in order to become a postpaid customer she would have to pay the entire unpaid balance on the account. The agent also advise the customer to contact a local help agencies and Lite-Up Texas to assist with bill pay.

The customer was offered and accepted a fixed rate plan to assist with lowering her usage. If during the term of this six month contract the customer prefers to submit full payment for the deferred amount and bring the pre-paid account to a zero balance, the company would be more than happy to assist in switching the customer’s service to a postpaid product.

COMPANY RESPONSE

Further review of Ms. *******’s complaint confirms that her service was switched to a pre-paid plan with the company. The customer was informed that the previous account balance of $1,215.77 would be transferred to the new account in a DPP. In order to assist with the unpaid amount, 25% of each payment made to the pre-paid plan will be applied to the deferred payment plan amount.

The company received a call from the customer, requesting to return to a postpaid account. Unfortunately, due to the deferred balance, the company is unable to fulfill this request until the total amount is paid.

We strive to provide the best customer service experience possible and we regret that your experience was less than satisfactory.  We have appreciated the opportunity to assist you with your issues, and trust that we have satisfactorily addressed your concerns.

If Ms. ******* has any further questions regarding her account, an agent will be happy to assist.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for the E plan with direct energy back in ******* with direct energy. At the time of signing up for the new plan they provided me with the information for the plan, such as I couldnt make a payment over the phone or i would be charged a $5 fee. I agreed. I paid my bills monthly never going over the statements fully. I noticed 8 months later that i was being charged a $15.00 fee for not having automatic payments set up. To me this didnt seem right, I was never told about the fee for not being set up on auto payments. I had called many times to try and get access to the online and always recieved an error. I called to file a dispute for the charges for the last 8 months due to not being provided information.I recieved a voicemail shortly after the complaint advising me that the call was reviewed and i was not even read half of the disclosures, and it was never advised to me that there was a fee. I thought it was completed after the phone call. I recieved another bill with the fee on it again (at this point I am already set up on auto payments) I called and was assured by a manager that i would have 120 credit and would only be charged $10 on my next bill. It is now *** *** and im getting calls saying im late on my bill!! which isnt even possible because they owe me money. I called and asked to speak to another mananger who was of no help. She told me " just because you feel we told you wrong information doesnt mean you get the credit" I have the voicemails to prove they were wrong. I asked to speak to someone else and she told me she was the highest person. She refused to transfer me or let me speak to a different manager. I was hung up on 3 times, transferred back to collections ( my bill is due on *** *** and the called me cause im past due on **** ***). My issue was no resloved and they were trying to tell me that this was my fault. The service was very poor and they continued to lie and say no one was higher than a mananger. Refused to provided me with any other person to speak to.

Desired Settlement: I want to be refund the money that was already promised to me by two managers and via voice mail in the amount of 120.00. I would also like to be compensated for the time and harassing phone calls from collections.I would like an offical letter of apology, and the letter to state my refund is credited.

Business Response:

Notes show the customer was assessed an autopay breakage fee on ech invoice for eight months. This penalty is noticed in the EFL that was provided to the cusotmer.

 

Despite the charge being valid, the company has provided the customer with a $120.00 credit, as well as a 25.00 goodwill credit. No additional credit wil be provided by the company.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

******** ******


 

Complaint Detail
I have been having repeated problems with direct energy. This is not the first complaint I have had to address. This issue stems back from the first issue i was having with the company who was charging me $15 fee for not having auto pay set up on my account. To make a long story short they lied, failed to read my disclosures, and gave me my money back for the fees I had received. But not after a hard battle. The issue this time around is when I noticed the fees that were being added I call to set up auto pay that moment so that i wouldn't receive any more fees. I called in *** ** and set up the auto pay. I was told that the auto pay would be drafted on the *** of every month and i would not receive any late fees.I even received a conformation email that auto pay was set up. After that I called many times regarding the credit on my account and after asking 4 managers to insure that auto pay was set up was told payments would draft on the *** each time. Well on *** *rd no pay drafted. Spoke to another manager who assured me it would happen *** *rd because I had a 0.00 balance for ***. Here we are *** *th and still no payment drafted. I call, after being places on hold mid sentence i was transferred to a department that couldn't help. I was just asking why i was not set up on auto pay, no answer to my question, just kept asking me to make a payment. I told him that i wanted my $15 fees for *** and *** credited back and my late fees removed since I did set up auto pay before I gave them info. Proceeded to tell me i couldn't pick the date it drafted that they would draft when they wanted to. Than they read me a discloser that i did not agree to this time. I told **** at 6:55pm that i would not agree to the disclosure unless i could pick the date. He transfer me to Sup.I explained the issue and she told me she couldn't set up auto pay from the phone. I just received a email stating i was set up on auto pay. Again did not agree to any disclosure. Call to cancel because i didn't agree and they hung up.
 
Desired Settlement
I want the $15.00 fees for *** and *** credited back to me since I did set up auto payments. I want all the late fees from my account removed and credited to my account. I want auto pay to be set up for the DATE I choose and not when they feel like taking the money. Apologize letter from the company for the lack of knowledge and they way I was treated by their employees multiple times.
Desired Settlement: Refund

BBB's Final Determination: The business failed to resolve the complaint issues.

BBB Comments: Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.

12/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Multiple Sales call to my home phone on a daily basis. This company has been calling my home phone multiple times a day for over a year now. I have told them numerous times to take me off the do not call list. This is legitimate harrassment. I do not want their service nor their phone calls.

Desired Settlement: The phone calls to stop.

Business Response: Direct Energy has attempted to place Mrs. ***** ****** on Direct Energy’s No Contact list. Unfortunately no phone number was provided to add it on the list, Direct Enegy attempted to contact Mrs. ****** thru the email provided on the complaint **********************, but no response was received from her.
Please Have Mrs. ****** provide us with the phone number she is being contacted at and Direct Energy will be more than happy to add her to the Do Not Call list.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/15/2013 Problems with Product/Service | Complaint Details Unavailable
12/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The nature of my complaint is that on two occasions the electric company disconnected my service even though I made a payment online as they requested. The first time I was forced to make a second payment even though I had already paid the first time just to get my electricity back on. I went thru a lengthy process where I sent bank information, etc and it was proven that I made the payment online and they reimbursed the additional payment and I had to call in to get a credit of 29.95 for the collection recovery as well as the connection and disconnection fees. This is the second time this issue has happened and instead of paying additional money, my daughter spoke with direct energy and it was determined that once again I was making the payments on time but it was posting to the incorrect account that was no longer active. After my daughter spoke with a ********** **** in the office it was established that there was a lot of issues with their website and that the issue for me should be corrected, which is still not corrected, and to call back to have any fee's for connection and disconnection waived due to this being the companies issue not mine. I called back in on ******** **** **** to do just that and was told that I could not have the fee's waived but once a year even though it was established that it was not my fault and it was a known issue with the website. I requested to speak with a manager to get the issue resolved and instead the manager gave me the run around and transfered me around, as well as I was hung up on in the process. I called back and spoke with a rep ***** agent ID *** and she denied me a manager as well as the information to contact the *** ***** **** or to speak with their business director which I know is my right. SO now I have been forced to make this complaint because Direct Energy is attempting to force me to make payment for issues that has already been confirmed was not due to my neglect and should be waived because this is an issue due to their online system.

Desired Settlement: I would like for Direct Energy to dismiss the second collection recovery fee of 29.95 that was applied to my bill on ******** **** **** as well as the disconnection fee of $2.30 and the reconnection fee of $2.70 as well as the late payment penalty of $7.50 that was also applied to my bill. If they refuse this request I would like for them to disconnect my service without any penalty as well as to pay the deposit for me to transfer to a different electricty company since this is their issue.

Business Response:

Ms. **** stated that her service was disconnected twice by Direct Energy despite making a payment online. She stated the second payment was made even though she already made a payment, and they were posting to an account that was no longer active.

The customer expressed that she wants the $29.95 collection recovery fee waived from her ******** **** invoice.

SUMMARY OF INVESTIGATION

Account records show the customer finalized account number ******* on ******* *** ****, and switched to a pre pay account for the property. The balance on the account of $216.74 was then transferred to the new account number ******. The company received a payment for the amount on ******* ** ****.

Ms. **** enrolled back in a post pay plan on ******* ** **** under account number *********. Notes indicate that the account was correct through ********* **** when the customer logged onto her previous account number and made a payment of $217.00.

The customer contacted the company stating she made a payment and that the funds have been sent back to her back. The amount, however, showed that it remained on the customer’s previous account number *******.  Records show the customer again logged into her old account and made a payment of $236.00 on ******* *** ****, which was caught and transferred to the correct account.

Because the customer’s account still showed a remaining credit on the old account for $217.00, a cash transfer was processed to the correct account. The customer was also given another $29.95 credit that will apply to the ******** **** invoice.

COMPANY RESPONSE

Further review of the complaint shows Ms. **** logged into and made a payment to the incorrect account, causing her to receive the collection recovery fees on her invoices. Upon noticing this mistake, the company has transferred the amounts to the correct account.

As a courtesy to Ms. ****, Direct Energy has been credited the second collection recovery fee on her account. If Ms. **** has any further questions regarding her account, an agent will be happy to assist.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Direct Energy has been calling our number almost every day since we got it a few months ago. It is an automated call that asks me to put my account number in and pay my bill, but I have never used Direct Energy. Obviously, the person who had the phone before me has an outstanding bill. I called the number *********** several times, asking the customer service rep to stop calling me and they say they will, but it never happens. This last time, I talked to a manager and they said that they couldn't stop calling the number, that there is no way. So I am going to have to change my number which is quite difficult to do.

Desired Settlement: I want them to stop calling my phone ###-###-####

Business Response:

 

Mr. ****** has been receiving calls from Direct Energy regarding an unpaid balance despite not using the company’s service. The customer is requesting the company stop calling his number.

SUMMARY OF INVESTIGATION

Notes show that on ******** *** ****, after receiving the complaint from the BBB, an agent attempted to contact Mr. ****** regarding his issue and was unable to leave a voice message.

Direct Energy does have the phone number listed in our system associated with an account that is not in Mr. ******’s name; however the number is not associated with any ongoing collections. Notes show the agent then attempted to reach Mr. ****** to verify if the person calling him stated their affiliation and to confirm the number in the complaint and was again unable to reach the customer or leave a voicemail.

COMPANY RESPONSE

Account records do show Mr. ******’s number in the system, but it is associated with an account not in Mr. ******’s name and is the only number on file for that customer.  There are no notes  indicating any outbound calls that have been made to this customer. An additional attempt was made to reach out to Mr. ****** for more information, but was again unsuccessful in reaching him or leaving a message.

Direct Energy would like to advise Mr. ****** to return the agent’s calls in order for the company to assist in resolving his complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account number is *******. I have been a Direct Energy Customer since ******** ****, and have always been on auto-pay. In November, I did not notice that my credit card was not charged until I received my ******** e-bill and it was twice the normal amount. I called, and the representative said my card was not denied, but "restricted", and that I should call my bank - said maybe too many automatic payments may have turned off my card. When I called **** ** *******, they had no record of any charges, and said the card was not restricted. I called Direct Energy back, confirmed my credit card information, and they told me to let the ******** auto-pay take care of the full balance, and will waive the late fee. The ******** payment still showed scheduled, and I was instructed not to pay manually. However, the ******** payment was also not charged to may card. Not only that, 4 days AFTER I called (PRIOR to the ******** auto-pay scheduled date), a letter was sent to my house that stated an additional $40 of "Collection Fees" and that non-payment was now reported to the credit bureau and my power would be shut off. Letter was not actually received until after ******** *** when the auto-payment was supposed to take place. I called back to resolve, and in order to close the account they are asking for over $400 (when I only owe about $160 in usage) due to all the fees they slapped on the account. I use the same credit card with other bills and never have issues. My credit is spotless.

Desired Settlement: Would like all late fees, interest and "Collection Fees" removed. Would like Direct Energy to correct any negative reporting to all/any credit bureaus submitted as stated in the disconnection letter. Would like my account to be closed in a "good standing" status with a final detailed bill of any remaining balance mailed to my home address containing no additional fees as mentioned above. Would like the auto-payment plan removed from my account, as the final payment will be sent manually.

Business Response:

Mr. ******* stated that he was on Direct Energy’s automatic payment plan, but the company did automatically debit his account for his ******** **** and ******** **** invoiced amounts, causing him to receive an invoice with a collection recovery fee.                                             

SUMMARY OF INVESTIGATION

Account records indicate that a restriction from the credit card reported from Mr. *******’s bank caused the amounts to not be debited properly from the account. Direct Energy was not provided any further information from the bank detailing why the amount was being rejected.

The customer then received a Disconnection for Non-Payment (DNP) notice for the unpaid amount, which caused a $29.95 collection recovery fee to be assessed to the customer’s account.

As a courtesy to the customer, Direct Energy has chosen to credit the collection recovery fee. Notes indicate Mr. ******* has left the company.

COMPANY RESPONSE

Further review of the complaint indicated that a restriction from the customer’s bank caused payment for the monthly amount to not be automatically debited from the customer’s account. This caused the customer to receive a DNP notice and assessed a collection recovery fee.

The company has decided to credit the collection recovery fee on the account as a courtesy to the customer. Notes indicate that the customer has left Direct Energy.

We would like to thank Mr. ******* for being a Direct Energy customer, and apologize for any confusion this issue may have caused.

v

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A sales representative from Direct Energy came to my house yesterday stating that he would like to make sure that I was getting the best price for natural gas service from ********* ******. He stated that ********* ****** could buy their gas from Direct Energy for me. He wanted to see my gas bill. He was a fast talker and very pushy. I showed him the bill and he said that I was not getting the gas from Direct Energy. He had the bill long enough to view all of my personal information on it. I told him that I did not want to switch. He left very upset. However I was very unnerved by the interaction and had a very bad feeling about the salesman. Later I searched the internet and found that Direct Energy has been involved with many different scams across the country. Now I am really concerned that I will be switched against my will to a company that I do not want to purchase gas from. I feel that the representative from Direct Energy will take advantage of the situation because he has my personal information.

Desired Settlement: I do not want Direct Energy to use my personal information and become my natural gas supplier.

Business Response:

******** ***** is not currently enrolled with Direct Energy.

Direct Energy investigated Mr. *****’s complaint in detail. The sales representative involved explained that he and Mr. ***** had a misunderstanding about the program and he did his best to explain things clearly to Mr. *****. Direct Energy takes these matters seriously and has put Mr. *****’s address, **** ***** **** ** ***** on our Do Not Knock List. Direct Energy also has retrained the sales representative and has warned that any violation of Direct Energy’s sales policies will result in an immediate suspension and possible termination. Direct Energy has called Mr. ***** to further resolve his issue’s with Direct Energy and was unable to reach him. 

Direct Energy called Mr. ***** but was unable to reach him. Direct Energy apologizes for any inconvenience in this matter, and would like Mr. ***** to call the Resolution Department’s phone number ###-###-####, should he need any further assistance in this matter.
 
Please feel free to contact me if you have any further questions or concerns.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

12/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Direct Energy of Ohio solicited my electricity supply business via the **** last year. They sold themselves as the lowest kw/hr rate supplier and promised a fifty dollar check for switching over to them! Suddenly this **** they increased their rate to $.0885309/kwhr; **** increased to $.10353/ kwhr and ****** and ********* increased to $.1299/kwhr. All the while I thought a higher than normal bill was due to hotter weather. This was done at my peak electric usage during the year; that is AC summer time usage. They did not inform me of any rate increase even though they did inform some customers. I am on a fixed income! When I called the company they said they would not adjust my bills and there was nothing I could do about it no matter whom I called! Minamally this was a deceptive trade practice via the mail and phone. I have spoken with ******** ****, my delivery service provider. I have indicated to all that I am willing to pay the quoted rate of $.0709/kwhr; I have switched back to ******** **** as my supplier. I have a good credit score which I don't want impacted; I have no bills as I live frugally. I have discussed my payment intention with ******** **** and they have encouraged me to contact MA state agencies. In a phone con with Direct Energy, I indicated the same. To get them to settle I suggested taking them to court which would require them to be represented by an attorney which would more that offset any price adjustment back to my original and only qoute from them; they arrogantly declined. Please advise. Please help me. Thank you! P.S. What are Ohio residents paying and are they informed of increases?

Desired Settlement: I would like my bills readjusted to the quoted and agreed upon rate of $.0709 per kwhr. If done the full amount will be promptly paid!! Direct Energy has essentially doubled my rate at my highest electric usage during the year without notification.

Business Response:

Good Afternoon,

 

The account belonging to Ms. ***** ********* was enrolled with Direct Energy Services on ******** ** ****.  The account was enrolled for electricity supply service on a fixed rate of $0.0778/kWh for 12 months with no early termination fee attached.  Ms. *********’s account was effectively canceled as of ******** *** ****.

 

Direct Energy investigated Ms. *********’s complaint in detail. On ****** *** **** Ms. ********* contact Direct Energy to inquire about a lower rate, the agent offered a rate of $0.0709/kWh for a period of 6 months with no cancellation fee attached. Ms. ********* agreed with this rate and accepted the terms and conditions.   On ****** *** **** a confirmation letter containing the terms and conditions was sent to Ms. *********.  Direct Energy’s account records show that this agreed upon rate was honored for 8 consecutive billing cycles before the account reverted to the variable rate as per the terms and conditions. 

 

Direct Energy’s Resolution Department spoke with Ms. ********* and explained the above mentioned details.  Ms. ********* stated she is not happy with the resolution, however, she didn’t want to take it further.  

 

Please feel free to contact me if you have any further questions or concerns.

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *********

There essentially has been no offer by Direct Energy.  On **********, after I had contacted you, The BBB, Direct Energy sent me a letter thanking me for taking the time to contact them re my concerns.  The letter also states  that I contact them with. any further questions re terms and conditions.  They assigned a claim number *****.  Again I did call them, the resolution dept.,  immediately only to be met with a reiteration of the same nonsense.  There is no offer of any resolution, no negotiation!  I was the one who called them and I was the one who took it as far as I could within their company before contacting the BBB.  Direct Energy's reponse to you states that I refused to resolve the issue within the company; this is absolutely NOT TRUE!  Their claim that I received a letter from them with the terms and conditions of their ****** **** offer is NOT TRUE!  I did cancel my business with them after I called and spoke with every one in their company that I could have;  I was not about to pay twice the KW/hr rate after such a deceptive trade practice was apparent.  Direct Energy's restatement of their terms is not a resolution; it is merely a statement with no intention for a resolution.  And their statement that I did not want to take it further is a LIE!  I took it as far as I could within their company ; I even requested to speak to their supervisor more than once to no avail.  When I spoke of outside intervention,  Direct Energy told me to contact the Public Utilities Commission etc. and it would do me no good!!  Kindly please advise me as soon as possible.  I am a senior citizen on a fixed income and need to have this fairly resolved so that my account with ******** **** is current;  ******** **** has never had a problem with me! 

 

Business Response:

On ******* *** **** Direct Energy’s Resolution department attempted to contact Ms. ********* to address her concerns.  The line continues to ring busy, therefore, we are not able to provide the details of our original response nor resolve the issue to Ms. *********’s satisfaction.  


Direct Energy’s account records show that we honored the terms and conditions of the  contract which state ‘At the end of the Initial Term, the Agreement will automatically renew on a month-to-month basis at a variable price per kWh’.  Ms. ********* received the contract rate of $0.0778/kWh  for a period of 8 billing cycles before defaulting to the variable rate on *** *** ****.  On ****** *** **** Ms. ********* contacted Direct Energy to request a lower rate,  she declined the offer and requested that the account be cancelled.  On ********* *** **** Ms. ********* contacted Direct Energy to request a refund for the rate increase, the agent advised explained the terms of the contract and that Ms. ********* had received the contract rate for 2 additional months and a reimbursement was not due.  Ms. ********* requested to speak to a supervisor and was provided with a more detailed explanation, again advising a reimbursement will not be provided.

Direct Energy’s notes for this complaint show on ******* ** **** a representative in Direct Energy’s Resolution Department contacted Ms. ********* and explained the fixed rate had ended and her electric supply service rolled to a variable rate per the terms and conditions.  The notes indicate that Ms. ********* expressed that she was not happy with this explanation, however, she didn’t want to take it further.  Direct Energy would like to apologize for this apparent misunderstanding.  We will be more than happy to discuss these details with Ms. ********* once we are able to make contact. 
 
Please feel free to contact me if you have any further questions or concerns.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

12/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On a daily basis I receive phone calls from solicitors of Direct Energy. Some times I get calls from within the United States, but I also get calls from outside the United States. They start their opening with "Starting next month you will have a reduced rate with Direct Energy." I have asked these people on a daily basis over and over again to stop calling me and to take me off their calling list. They always say they will, but the calls will not stop. I got this phone number in July. I am very frustrated and I don't get any where with the people calling me. I am on the "Do Not Call" list. Please help me to get these phone calls to stop. The most recent phone call was tonight (again) and the phone number on the caller ID is ###-###-#### Frackville, Pa. Not only are the phone calls annoying, but because they keep saying I'm already getting a reduce rate, I'm afraid they are just going to enroll me into that service and I do not want it.

Desired Settlement: For this company to have their solicitors to stop calling me.

Business Response: ******* ****** is not currently enrolled with Direct Energy.

Direct Energy has investigated Ms. ******’s complaint in detail. Direct Energy would like to apologize for any inconvenience Ms. ****** may have incurred as a result of our solicitation attempts. Direct Energy has requested Ms. ******’s phone number of ************ be placed on our Do Not Call List.
 
Due to the nature of this complaint, Direct Energy did not attempt to contact Ms. ******.  However, Direct Energy would like to advise Ms. ****** that it may take up to 30 days for all solicitation attempts to cease.

Please feel free to contact me if you have any further questions or concerns.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the **** ** ********* **** a Direct Energy sales rep came to our door. He started to give his speech to my wife when I came to the door and explained that we liked our current provider and were not interested. He wouldn't stop pushing and stated "fine, keep getting ripped off!" I told him to get off my property. I then tried to call the company to complain directly to them. After getting transferred several times and having to go through the system each time of entering my zip code, the person I finally was able to talk to was worthless. She asked for my account number, I explained I didn't have an account number and I needed to make a complaint. She said she needed my account number and if I didn't have that, she could look up my information via my social security number. I had to tell her several times that I do not have an account and I just want to make a complaint. She then tells me to log on to their website and use the contact information. I guess a live person in customer service is not able to handle anything that might even closely resemble customer service issues. After my dealings with this company, I would never use their service and I will make sure I let the neighbors know what has happened.

Desired Settlement: This is not the first time I have had to deal with rude individuals from this company. I want this resolved by having my address listed as do not attempt to sale to.

Business Response:

Mr. ******** expressed dissatisfaction regarding a Direct Energy door-to-door sales person who came to his house and was allegedly rude. He also stated that he attempted to contact the company, but did not receive an adequate response.

SUMMARY OF INVESTIGATION

The company looked into Mr. ********’s complaint and contacted him to apologize for the alleged actions of the sales person. He was also provided a phone number to call if he has any further issues.

An agent contacted the sales team, requesting that Mr. ********’s address be removed from their lists.

COMPANY RESPONSE

Direct Energy strives in providing a high level of customer service, and regret anything considered less than satisfactory.


The company has contacted Mr. ******** to apologize for any inconvenience he may have experience, and has taken appropriate actions regarding the sales person in his complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A former Direct Energy customer, **** *** (sp?) evidently had my phone number before I got it in *** ****. They keep calling and giving account balances for this gentleman and I have notified them 3 times that he no longer has this number, but they refuse to remove it without his authorization. My sister lives with me. She is in very bad health and has a lot of pain. The only relief she gets is when she is sleeping. They call almost on a daily basis and have woke her up on several occasions. Can you please help me to get my number off of his account? **** ****** ***** is my home phone carrier and can verify that this number is in the name of ** ******. My number is ###-###-####. Thank you very much for any help you can give me on this matter. Sincerely, ** ******

Desired Settlement: My phone number to be removed from their records

Business Response:

Ms. ****** stated that a Direct Energy customer named **** ***** had her phone number before her, and is now being called by the company regarding a balance an account.

SUMMARY OF INVESTIGATION

There are no notes on the account indicating that the number provided of ###-###-#### is connected to a customer’s account in Direct Energy’s system.  There are also no records of outbound calls to that number and Direct Energy has not provided that number to any collection agencies.

An agent contacted Ms. ****** regarding her issue and advised her that the number is not in our systems and she would need to contact the collection agency directly to discuss the issue.

COMPANY RESPONSE

Further review of the complaint found that the phone number of ************ is not a number associated with an any account in Direct Energy’s systems.   

The company would like to advise Ms. ****** to contact the collections agency to discuss the issue regarding the calls.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Good day: I had re-enrolled an account wit Direct Energy after not using them for over 5 and a half years,I had an old account by the and went in to debt collection because of customer service issues that left a really really bad taste in our mouths,the last account balance i had was $180.93 and $128.33 totaled up to be $309.26.these amounts turned in to collection sold to collection agency and was written off from their internal billing system in ****,i was contacted over the phone in **** and offered a settlement amount of $77.32 and i paid that to close off the account,ever since I do not have that on my credit report anymore.So when I called direct energy on ******* to sign up for new service they got an authorization code to start a new account because all the past account has been settled,then second month billing cycle they added all the balance back on my from account from almost 6 YEARS ago,disregard that the fact the amount in $77.32 was a settlement payment for $309.26 instead they applied it as partial payment,i have called them since ******* til today,spoke to customer service,credit department,resolutions and have 2 dispute case opened but they would not remove that balance as i feel that are trying to screw me out of money and very poor on customer relations and service.I have faxed over the account history from their own website of their own logs and notes shows that this is closed off before i signed on for new services,my friend who is a credit repair and a loan officer has never seen anything like this before,I certainty has never heard of it either. So for the on going last 4 months I have trialed my patience with them and reasoned with them but they would not give me an logic explanation of why i own this amount and how they determine that they added a balance that's nearly 6 years old on to my new service account,one girl said that it is on my SSN and in fact my credit has no such debt,they have been giving me the shaft too long,I really need some help resolving this.

Desired Settlement: I would very much like for them to remove the balance and apologize for this scam for something that old,I would like to discontinue the service with our any contract penalty fee,I have suffered too long with this,it has cost me mental stress beyond believe,thy have threaten to cut off my power if i didn't pay for this 6 year old debt,I am a single mother with 3 children.Thank you all for your kind help and consideration,i don't think anyone is a consumer has ever heard of such thing before.THX

Business Response:

COMPLAINT SUMMARY

Ms. ******* stated she closed an account with Direct Energy in **** and paid the debt on the account in ****** ****. The customer then reenrolled in **** ****, but the company will not use the account history, despite the fact she paid the debt on her previous account. The customer’s power was then disconnected by the company.

She expressed dissatisfaction with Direct Energy’s customer service and wants the fees removed from her account.

SUMMARY OF INVESTIGATION

Account records confirm that Ms. ******* was a Direct Energy customer under account number ********* from **** ** **** through ******** *, ****.  The company issued a final invoice on ******** *, **** in the amount of $309.26, due ***** ** ****, which included a previous balance of $378.11, a credited payment in the amount of $197.18 and current charges in the amount of $128.33.

Because payment was not received by the due date, on ******* **, **** the balance was written off and sent to an outside vendor for collections. Financial records show that on ******* **, **** Direct Energy received a payment in the amount of $77.32 from the collections agency, reducing the amount owed to $231.94.  There was no indication that this payment was a result of a debt agreement to settlement, so the amount remained as a collectable debt with the collections agency.

Ms. ******* enrolled for service with Direct Energy on **** *** ****, which completed on **** *** ****. The system noticed the uncollected debt from the previous account and the write off was reapplied to the account. The company received a call from the customer on ****** *** ****, disputing the charges that have been re-applied to her account from an uncollectable debt from ****.  She stated that the debt had been settled with the agency.  The company then reviewed the debt and found it to be valid.

The customer contacted the company on ****** *** **** claiming the last payment was paid to the collections agency in **** for amount owed through the debt collection. On ******* ** **** the customer was contacted and informed that records do not indicate that she had made a payment and will need to provide proof of payment.  The credit hold was removed as the company did not receive any proof of payment for a payment trace.

To assist the customer, on ******* *** **** a billing inquiry was placed on the account because the customer stated that in **** the agency contacted her with settlement offer, which she accepted and made a payment of $77.32.  Account records show the customer was advised on multiple occasions to provide proof of payment in order to request a payment trace. On ******* *** **** an extension was placed until ******** ** **** for the past due amount of $236.80.

Because payment was not received by the extended deadline and the date on the Disconnection for Non-Payment (DNP) notice issue to the premise, a request to disconnect service was issued to the market which completed on ******** ** ****. The customer contacted the company and a reconnection of service was placed pending the results of the new complaint on the account.

There are no records from the collection agency that a settlement has been reached between the customer and the agency.  As a standard, when a settlement is reached, the customer is issued a letter indicating the agreement and the agency sends a file to the company showing the agreement and the amount the customer’s account was settled. There are no records indicating this information was received, and the charges on the account are valid unless the customer can provide a copy of the settlement letter she would have received from the collections agency.

COMPANY RESPONSE

Further review of the complaint confirms Ms. ******* was a customer with Direct Energy, and an unpaid debt was sold to a collection agency. There are no records that indicate a settlement was reached between the agency and the customer. Because of this, the write off was reassessed to the account when the customer enrolled for services with the company.

Records show the customer was informed on multiple occasions to submit proof of payment, and was provided an extension to her payment in order to assist with the balance. Because proof of payment was not received, a disconnection order was placed and completed ******** ** ****. The customer called regarding the payment, and a reconnection was requested for the premise.

Because the company has not received the requested documents form the customer, the charges are valid on the account. Direct Energy would like to advise Ms. ******* to submit proof of payment, or the settlement letter for review.

Consumer Response:

Dear Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

 I have contacted DIRECT ENERGY and Started the dispute on *******,spoke with *****,got a called back on ******* spoke with ****** regarding the account being over charged with an old debt that's been closed off.**** spoke with ******* when I called also trying to resolve the issue,Called again on ******* spoke with *****,no help.Called ******** spoke with ********** in resolutions name ******* and was promised to investgate and research and call me back,no responce.The balance remained on my account until automatied service called and notified me that there will be a disconnection and I call back customer service/billing department,they did an extention on the cut off notice.then I called back again on ******* to discuss further with an superviser and still no help,credit department refuse to speak to me twice,refuse to share payment inofrmation for the accoutn history,was insured by two people that since this accoutn is in dispute that it will not get disconnected for sure,SPOKE WITH 4 PEOPLE THAT DAY INCLUDING A ******* NAME ******,and on the 6th morning it still gets cut off after several people had gave me their word,and they claim that their calls are monitored and recorded I'm sure if some one investgate it's on there,so is the payment trace for the settlement in ****.The Debt colletion company is called ****** ********* ***,they had contacted me and settled the payment over the phone,the payment was withdrawn out of my account ********* in the amount of 77.32 plus a processing fee,they had credited to my debt account on ********* in their systems I assume,and they contacted Directed energy with the settlement payment in the reference of *********.I had spent weeks diging in my record for the last 7 years and found the charge on my bank statment, contacted ****** ********* *** comfirm that the only account I had and requested the settlement letter that's also my setttlement payment proof that clearly states the account Direct energy they sold to ****** ********** *** in the amount of $309.26 is settle in full.Direct energy has these information and they don't want to honor it,I had also faxed the same documents to Direct energy for their payment trace,til this date I still have not had anyone representing Direct energy THAT HAS THE COURTESY TO contact me about this matter.Direct Energy claims the account was sold to the collection company and reported to my credit acore with the credit bureau and in **** the debt with Direct Energy was settled and removed,if that doesn't mean the account is settled then I don't know what does,also direct Energy sold the debt so that's means they do not hold any rights to that balance anymore and they did not buy the balance back from the debt colletion company To reclaim the charge,how do they have the right to charge me of what I had already settled and closed.Again they didn't have any documentation approving they are the rightful owner to this balance,if they do they are refuse to share it with BBB and the customer my self,anyone can type up the statment and notes from their company,when I speak to someone over the phone with Direct Energy I don't control what kind of notes they are typing on their screen. A DEBT COLLECTION COMPANY IS NOT GOING TO MAKE A PARTIAL PAYMENT ON BEHALF OF THE CUSTOMER TO THE CREDITOR AND CLOSE THE ACCOUNT AND REMOVE THE DEBT ON THE CUSTOMER'S CREDIT HISTORY IF IT IS NOT SETTLED,NEVER!!!I had call them my self and the lady I spoke to also comfirm the balance was settle in full in the account reference of ********* by Direct Energy.I have 2 emails from her and the lettter attached here for the payment and statment that it was settle in FULL,letter dated *******.So I still demand to have all related charges and late fee NOT associated with any of my current actual usage charge before ********* completely removed,and the disconnection was results of Direct Energy negligent of customer service and abuse of power,any fees accured should not be charged to me as well.Please contact ****** ********** *** for comfirmation,this should have NEVER gotten this far and there are over 190 complains about Direct Energy with in the last 12 months for a reason.

 Best Regards

Business Response:

Good afternoon,

 

Direct Energy has reviewed the customer's account, and have not recieved the requested settlement letter or notification fromt he collections agency that the amount has been settled. The customer must provide the letter issued to her to further investigate her issue.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been over charged in my bill for the past six months without be told of a Minimum Usage Fee of $9.95. There is a cheaper fee in place of this but I was put (unknowing to me) with the Minimum Usage Fee of $9.95.

Desired Settlement: A refund of every Minimum Usage Fee of $9.95 from the first bill to the last.

Business Response:

COMPLAINT SUMMARY

Ms. ***** is disputing a Minimum Usage Fee of $9.95 that Direct Energy charged to her account.

SUMMARY OF INVESTIGATION

Notes shoe the customer enrolled for service online with Direct Energy, and was emailed the terms of service, the EFL, and a document that specified charges associated with her account. This included a Minimum Usage Fee, assessed when the customer’s usage is below a certain amount. Records show the customer has received the fee on each invoice since **** ****.

COMPANY RESPONSE

Further review of the complaint show the customer agreed to the terms and conditions, and was provided information that detailed the disputed Minimum Usage Fee.

If Ms. ***** has any further questions regarding her account, an agent will be happy to assist.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Account Number: ********* Hello, I am calling in reference to a DNP (disconnection notice) sent to me in error, reason of why I feel was sent in error is because I called on ********** to set up a DPP prevent that, NOW, when I called them, they said that dpp was not set up and that I am liable for charge when I do not think it's fair, if the collection specialist would have done it correctly instead of being rude to me, this wouldnt have happened, she put me on hold for too long without saying anything, but she did say that out of the amount $98 & some change , I was to pay $50 on ***** & rest in 2 payments due ***** * *********, I have paid all balance already but they refused to take charge off bill for 29.95 (dnp notice) since they said that since dpp was no set up it's valid, which is wrong since that is the main reason I called to avoid such, but the collection specialist was too busy being rude to me instead of setting the dpp correctly.

Desired Settlement: I need for them to remove the $29.95 charge off my bill since it is not a valid charge.thanks.

Business Response:

COMPLAINT SUMMARY

Ms. **** stated that Direct Energy is refusing to switch her to prepay service. The customer stated she was informed she could switch service, but was advised to wait until the end of the month to think about. She was then informed she could not change her service due to a Switch Hold on the premise.

The customer stated she cannot pay the balance on her account, and does not want the company to disconnect her service. She is also requesting a pay plan.

SUMMARY OF INVESTIGATION

Account records indicate the customer is on a Deferred Payment Plan (DPP) with Direct Energy to assist with an overdue balance. Because of this, a Switch Hold was placed on the premise, making it to where she cannot switch to a prepay plan with the company.

An agent contacted the customer and assisted her in setting up a 12 month plan to lower her rate. The customer can set up her prepay plan when the DPP is paid. The customer agreed to the terms and conditions, and to pay the amount.

COMPANY RESPONSE

Further review of the complaint shows the company set up a DPP for the customer, which put a Switch Hold on the premise. Because of this, the customer could not enroll in prepay service until the DPP is paid. An agent contacted the customer, and set up a 12 month plan to assist with lowering her rate.

If Ms. **** has any further questions regarding her account, an agent will be happy to assist.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments:  Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On ******* ******* I learned from my credit report that someone had use my personal information to open a account with direct energy. After several research to get a phone number for the fraud identity theft department I finally was able to talk to ****** on ********. ******, was very rude she would not give me any information in regards to the account she would not give me a case or reference number to file a dispute with the credit bureau she said that someone will call me back within 24/48 hours to ask more question than a case number will be assigned. Today, is ********** I have not heard back from direct energy. I called the same number again ###-###-#### which is customer service after several options message I finally got ****** on the phone who than transferred me to the fraud dept. I talk with ****** who put me on hold to find ******. ****** came back to the phone and ask for my phone number where I can be reach and said ****** will call me back tonight. I called direct energy back at 6:41 because no one had called me back as promised. I finally got ***** on the line we put me on hold to transfer the call, but he put me back in the que... I called back got ****** on the phone again he transferred the call, but the phone was disconnected. I am very, very frustrate with direct energy it appears that no one is willing to help with this identity theft case. I have filed a police report and have signed affidavit with other creditors that fraudulent accounts was open with my personal information, but direct energy have not called me back and I can not get in touch with any to resolve this issue. I am about to seek legal action and file a report with the FTC. I need someone to solve this ASAP.

Desired Settlement: I want someone to call me and file a case for identity theft and remove this account from my credit reports ASAP.

Business Response:

******* ***** states someone opened an account with ***** ****** *****, a Direct Energy company, using her personal information. Ms. ***** was unable to get in touch with Direct Energy to help her obtain a reference number for the credit bureaus to file a dispute. Ms. ***** would like someone to call her to file an identity theft case and remove the fraudulent account from her credit report as soon as possible.

COMPANY RESPONSE:

Our records confirm that an account was opened under ******* *****’ information from ******** ** ****, to ******* ** ****.Three invoices were generated and two unsuccessful ACH payments were attempted through the IVR system from two different out of state phone numbers.

Upon receipt of Ms. *****’ BBB complaint, ***** ****** ***** contacted Ms. ***** to provide investigation forms via email, mail, or fax. Ms. ***** chose to have the forms sent via email to both her work and personal email addresses. ***** ****** ***** confirmed Ms. ***** received the forms and she advised that the completed forms should be sent to ***** ****** ***** no later than Friday, ******** ** ****. Once the proper check list items and forms are submitted, ***** ****** ***** should be able to complete an investigation and remove the delinquent account from Ms. *****’ credit reports within a timely manner.  

***** ****** ***** prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Ms. ***** has any further questions regarding this matter, ***** ****** ***** would be more than happy to discuss this issue further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a 1 year contract with *** **** energy account *****. The contract of services was to conclude on ********. The company however end my billing cycle on ******** and a new billing cycle was started on the ******* **. This created a 13th billing period of 3 days in a 12 month contract. Because of this 13th billing cycle I was charge an additional base charge. The last bill should have ended on ***** and not on *****. This 13th billing period is occurring because new leaf energy changes the start date of the billing cycle through out the year. They use a 30 days so when you 365 days in the year you end up adding an extra billing cycle. This is something that will happen to any *** **** ****** company customer with a 12 month contract.I made arrangements to have my electrical provider changed on ******** the conclusion date on my contract with *** **** ******.

Desired Settlement: I would like a refund of $5.00 be repayed back to me as this was the extra base charge thas was added on because a 13th billing cycle was created.

Business Response:

Mr. ******** stated he had a 12 month contact with New Leaf energy that went to ******* *** ****, but a new billing cycle started on ******* *** **** that caused an extra invoice for three days of usage and an additional base charge.

The customer wants the base charge refunded from his account.

SUMMARY OF INVESTIGATION

Records confirm the customer enrolled for service with *** **** ****** to start on ******* *** ****. He was then invoiced accordingly based on usage provided by the TDU.

Notes on the account indicate that because the TDU had already read the meter for a month’s service period ending ******* *** ****, and due to notification of impending switch in the market, it became necessary for the TDU to read the meter one last time, resulting in the generating of a 13th invoice.

Records also show the base charge should have been prorated since the final invoice was not for a full billing cycle. Because of this, the base charge has been removed from the account, leaving a $128.63 balance.

COMPANY RESPONSE

Further review of the complaint shows the customer enrolled in a 12 Month plan and was invoiced accordingly based on reading provided by the TDU. The customer was issued a 13th invoice because the TDU had already read the meter for a month’s service period ending ******* *** ****, and due to notification of impending switch in the market, it became necessary for the TDU to read the meter one last time.

Because the base charge was not prorated on the final invoice, it has been reversed, and the customer now has a $128.63 balance. If Mr. ******** has any further questions, an agent will be happy to assist.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments:  Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have had issues with my account since the start. Now i am trying to transfer my service to my address and since monday i have not been able to do this. I have been given the run around and the level of customer service is terrible! i have currently been on the line 1 hour 30 minutes. They continue to keep sending me to enrollment I am a current customer and now i wont have lights on friday as i should have. No one is helping me just keep giving me the run around. I should not have to re-enroll and run my credit again,. The credit run process is not the same on transfer of service as the credit run process on a new enrollment. the first ********** ***** just said nothing he can do. ***** agent ****** was not taking any of seriously and told me there was nothing she could do she had never seen this before... not sense of let me help this customer. ***** **** said he was the main ********** and that they didnt have managers the system was down which was not true then after an hour of being on hold he sends me to new enrollments anyway. No one else is having issues transfering service.... this is not good and i am going to bne without lights due tothem not wanting to do the job.

Desired Settlement: Transfer my service as requested to *** ****** ****** ** *****I have gone through the enrollment and transfer process both on the phone and on line daily since Monday ***** i need my service asap.

Business Response:

COMPLAINT SUMMARY

Ms. ****** stated she is attempting to transfer service from her address on ******* *** ****, but is not receiving an adequate response from Direct Energy. The customer claimed that she was sent to enrollment despite being a current customer.

She expressed dissatisfaction with the customer service, and is afraid her service will be disconnected

SUMMARY OF INVESTIGATION

Notes on the account show Ms. ****** requested to transfer service on ******* *** ****  for service address *** ***** ******** **** ***** ***** ***** ** *** ****** **** ******* *****. The customer stated that she was having an issue on her online account manager. The agent then attempted to request the transfer, but a system issue caused it not to process. The agent contacted multiple supervisors trying to resolve the issue.

Because the customer was establishing service at a new premise a market enrollment is necessary and credit requirements are applicable.  Because Ms. ****** is current on her billing there is no risk of disconnection at this time. 

Direct Energy has confirmed that the customer’s online transfer of service did process on ******* **st and indicates that Ms. ****** chose an end date at *** ***** ******** **. for ******** ** **** and a start date for *** ****** ***** for ******** ** ****.  Records confirm that all orders completed as scheduled. 

COMPANY RESPONSE

Further review of the complaint shows the customer contacted the company on ******* *** **** to transfer service to a new premise address. The agent attempted to request a transfer, but it was rejected due to a system issue. Account records indicate the customer requested a transfer online, requesting an end date for her previous premise for ******** ** **** and a start date at her new premise for ******** ** ****. Records also confirm that all orders completed as scheduled. 

Direct Energy places an emphasis in providing  a high level in customer service, and regret anything considered less than satisfactory. Because of this, the company has applied a $25.00 credit to the customer’s account. If Ms. ****** has any further questions, an agent will be happy to assist.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I would like to make a complete on CPL/WTU **** ******* ****** ** *****. Wtu has called me a times to collect money on an ;iccount for a ***** ***** on University. I do not nor have I ever lived on University. I******* ***** live at 5** ** ****** ** *** ******* ** ***** for 30 years. I do know that this lady did live on University at one time.  I am not the only ******* (*****) ***** in Town.

The first time I received a call from CPL/WTU IN *******  I asked what the address was and It was on university. I told them that Ididn't live there and never have.  I received 2 calls In ********* on this the amount bill is I believe is $145. I don't have CPL/WTU. I receive several other calls. Two were the week of *** ***** **. Iwas told my number would be taken off. But wasn't. I received on ******* and I was told that my number of ************ was on the account.

Business Response:

COMPLAINT SUMMARY

Ms. ***** stated that she received collection calls for a balance from WTU Retail Energy, despite not being with the company.

SUMMARY OF INVESTIGATION

Records show a Skip Trace was issued for a customer with the same name due to a balance on the account. This caused collections to be issued to Ms. ***** by mistake.

An agent has requested all collection activity to stop for ************.

COMPANY RESPONSE

The company created a Skip Trace to locate a customer’s phone number with the same name, causing collection calls to be issued to Ms. ***** by mistake. An agent has requested all collection activity to stop, and a note was made to avoid using the number.

WTU Retail Energy would like to apologize to Ms. ***** for any confusion this issue may have caused.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Contract Issues/ Collection Issues. I subscribed to Direct Energy's service a little over a year ago. Being in the military I was moved from Kansas to Fort Hood Texas. Here they have the power to choose your electric company. I sighed up for a one year plan. My service start date was **********. On ********** I called to ensure that the plan didn't automatically renew I was told it would not after **********. The plan would go to a slightly higher daily rate until my lease expired on ********** when I moved out. The customer service rep then asked me why I was not continuing service. I told him I was moving. About two weeks after this phone call I received a bill for 387.00. I was assessed a 300.00 early termination fee. I reached my contract end date by over 5 days. I feel they are being unfair and punishing me for not transferring my service. The customer service rep told me on the phone later I had sighed a 2 year contract. I know I did not sigh a 2 year contract. Direct energy didn't send me a copy of the contract.

Desired Settlement: I would like the 300.00 early termination fee removed from my account. I will pay the 87.00 legitimate charge.

Business Response:

Mr. ****** stated that he signed up for a 12 month plan with Direct Energy on ******* *** ****. He contacted the company and was ensured his contract would not automatically renew after ******* *** ****, and that it would go to a slightly higher rate. The customer stated he then received an invoice for $387.00, which included an Early Termination Penalty.

The customer stated he reached his contact expiration date, and expressed that he feels he is being punished by the company for not transferring service. He was informed by the representative he signed up for a 24 month plan, and will not send him his contact.

SUMMARY OF INVESTIGATION

Account records confirm that the customer enrolled in a 24 month contact on ******* *** ***3 with Direct Energy for service at **** **** **** **** ******** *****. According to the enrollment call, the customer was informed of the charge, and that he could cancel without penalty if he called 14 days prior to Move Out.

Notes indicate that on ******* *** **** the customer called to close account because he is moving to a new area. An invoice was then generated on ******* *** **** for $397.89, which included an Early Termination Penalty of $300.00.

The customer contacted the company on ******* *** **** regarding the charges, and a billing inquiry was placed to investigate the issue. Despite the company having a contact for 24 months, which was canceled before the expiration date, the Early Termination Penalty was reversed.

Direct Energy rebilled the customer for $77.31 on ******* *** ****.

COMPANY RESPONSE

Further review of the complaint shows the customer agreed to a 24 month contact with Direct Energy, and was informed of the charge that would be assessed to the account if a Move Out was not requested within 14 days. The customer then canceled his account before the expiration date, and the Early Termination Penalty was assessed to the account.

As a courtesy to the customer, the charge has been reversed and the company has rebilled the invoice for usage at the premise.

We would like to thank Mr. ****** for being a Direct Energy customer, and would like to advise him to contact an agent if he has any further questions regarding his previous account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for auto pay with Direct Energy but 5 months ago had to change my credit card info. I have been with them for a couple of years with auto pay. Since my info was changed my bill has not been paid once through auto pay. I did not notice that the bill was not paid until I received the next bill twice since then and have called each time immediately upon receiving the next bill showing that they did not take out the payment for the previous month and paid both months bills. I also had them check each time to make sure they had the correct info and card numbers on file and they did according to customer service people. The next month my bill was not paid again but since I knew everything was correct I did not notice until the following month when my next bill came. I did the same thing and paid it and checked the info. It was all correct again. This month I checked my card after it was supposed to be charged and it was not. I immediately called and paid the bill and had everything redone again.

Desired Settlement: I want an apology for this incompetence from someone other than the poor clerks who are the brunt of my wrath when I call and their supervisors. I want to make sure that they are not sending notices to the credit bureau saying my bill is being paid late and ruining my credit. I also want them to make sure that what the young lady did this time works, so that I won't have this problem anymore. I've been with them for several years but they are definitely not giving me a reason to stay.

Business Response:

COMPLAINT SUMMARY

Mr. ******* stated that he has auto-pay with Direct Energy, but the amount is not being properly debited from his account, and is instead appearing on his next month’s invoices.

 

SUMMARY OF INVESTIGATION

Account notes confirm that the customer started auto-pay with Direct Energy and payments were successfully drafted until **** ** ****. Records show the customer changed the credit card on his account on **** *** ****.

The company attempted to pull the schedule payments for the customer’s **** **** through ******* **** invoices, but due to an invalid card number, the payments were declined. This caused the customer to manually make payment, and notes show E-mails were sent to the customer on each occasion that the auto-draft was not successfully completed.

Upon noticing the invalid payment information, this card number has been removed from the file and the company can confirm that ********** ending ****** is currently linked to his auto-pay setup. The next payment in the amount of $73.68 should be drafted on the invoice due date of ******** ** ****.

COMPANY RESPONSE

Further review of the customer’s complaint shows an invalid card number caused the customer’s balance to not be automatically drafted from his account. Because of this, the customer had to make payment manually for invoices from **** **** to ******* ****.

The company now has a valid card number on the account, and the customer’s account will debit the amount accordingly.

Direct Energy would like to apologize to Mr. ******* for any inconvenience this issue may have caused.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

***** *******

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/11/2013 Billing/Collection Issues | Complaint Details Unavailable
11/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is dishonesty. I discontinue my service from them because of their dishonesty practice. I got a bill from the new company and this old company also decided to bill me too. I called them to inform them that this is a wrong bill as I have change service as usually very rude on the phone. I am not sure how they could stay in business how could I pay two bill in the same month for an electricity.

Desired Settlement: I don't owe this company . I just paid my new electrical company and have another bill on the way I don't owe leaf energy any money. They owe me money not the other way around. When I called that I discontinue service a month ago I had a balance of $25 they told me that I can only get that balance back to me if I start with them, and a month later I got a bill that is strange. They are dishonesty company and very rude employees work for them. Customer services representative are always mad

Business Response:

COMPLAINT SUMMARY

Ms. ****** stated she was invoiced by *** **** ****** despite stopping service with the company, and being provided the same service by her new company. The customer expressed dissatisfaction with the company’s customer service, and wants the amount reversed on her account.

SUMMARY OF INVESTIGATION

Notes on the account confirm *** ***** ****** provided service to Ms. ****** at premise address **** ********* *** **** ***** ***** ******** ****** *****  since ********* *** **** under a 12 month Clean Fixed plan.

Financial records show that on ********* *** **** an invoice was issued for $157.67 for service from ****** * through ****** **, ****. The Lite-Up discount was applied on ********* **, ****, reducing the amount to a credit balance of $22.02

An Inbound Drop was received on ********* **, ****, indicating that the customer switched to another provider. A final invoice was issued on ******* **, **** in the amount of $109.16 for service from ****** **, **** through ********* **, ****, which included a $22.02 credit balance and current charges of $131.18.

The customer contacted the company on ******* **, **** to inquire about the final invoice and was advised the usage period covered from the previous invoice to her switch date. The customer stated that she will not be submitting payment for the account balance, at which time she released the call.

COMPANY RESPONSE

Records confirm the customer was invoiced correctly for usage from ****** **, **** through ********* **, **** when an Inbound Drop was received, indicating the customer switched to another provider. An agent has contacted Ms. ******, and explained the usage amount on the invoice.

If Ms. ****** has any further questions regarding her usage or previous account, an agent will be happy to assist.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

11/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had spoken with several representative regarding a late payment; I was instructed specifcally on what to do in order to pay and not be charge a $29.95 fee in which they charge for sending you a collection letter. Throughout the entire process to date (over 6 calls), I have asked if the details of the calls were being notated and if the reps weer referring to the previous notes. On a recent call, I learned I had been charged the fee in spite of what I had been told; the rep stated I had been given incorrect info (this had been stated to me a several calls regarding different issues). The rep stated my bill was $339.xx (including the fee) but that I could short pay the amount becuase she was crerditing my account for the fee; I held the line while she did so. I then pay $310 to cover the balance. That was over a week ago, however, I am still getting several daily collection calls from Direct Energy and they will not stop calling over the $29.xx billing difference. Each rep a speak to can see that I have a $29.95 credit on the account, but continue to state that owe $29.xx to bring my bill current. I do not understand the current issue keeping my balance from $0 and no one can seem to help. My I proactive call, I am being transfered or given incorrect info. Becuase the matter is unresolved, I am being harrassed daily by Direct Energy! I also fear my service my be interrupted due to this issue. The daily harrasing calls have to stop and I need to have my bill reconciled.

Desired Settlement: I would like my account credited, the harrasement to stop, and for Direct Energy senior leadership to be info of the service levels I have received.

Business Response:

COMPLAINT SUMMARY

Ms. **** stated she was incorrectly charged a fee of $29.95 due to a collection letter. The customer contacted the company regarding the fee, but did not receive an adequate response. An agent informed her that they would credit the fee on her account, but then she received multiple collection calls from the company despite paying the amount on her account.

The customer expressed dissatisfaction with the company and would like the collection calls to stop on her account.

SUMMARY OF INVESTIGATION

Account notes indicate that on ****** *** **** the customer was informed that the Disconnection For Non-Payment (DNP) notice was not going to go out until ********* ** ****  and that she would not receive the letter if payment was received no later than ********* ** ****. Records show the customer was then issued a DNP notice on ********* ** ****, which resulted in a Collection Recovery Fee to be assessed to the account. 

Because the customer was provided inaccurate information, Direct Energy credited the charge of $29.95. Additionally, a $25.00 goodwill credit was added to the account.

COMPANY RESPONSE

Records show the customer had an unpaid balance on her account, and was informed that if she paid the overdue amount by ********* ** **** she would not receive a DNP notice, nor would she be assessed the Collection Recovery Fee. Unfortunately, the notice was generated ********* ** **** and the charge was added to the account.

Because she was provided incorrect information, the company has credited the fee and added an additional $25.00 goodwill credit to the account.

Direct Energy would like to apologize to Ms. **** for any inconvenience this issue may have caused.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

 

******** ******** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

11/8/2013 Problems with Product/Service
11/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My electricity was somehow turned off without my permission resulting in a billing error of $200 for early cancellation. I did not authorize my power to be shut off. I called to have this remedied and they would not guarantee that my power would stay on or if the charge would be removed prior to my next automatic withdraw for my current billing cycle. Instead of the $61 that I should be charged, I have the possibility of $274 coming out of my account without my permission.

Desired Settlement: I would like a guarantee from a company manager that my power will stay on and that the bill in the amount of $274 will be erased from my account, leaving the only amount due as $61 on ******** ***.

Business Response:

 

COMPLAINT SUMMARY:

Mrs. ****** states her service was ended without her authorization resulting in a $200.00 Early Cancellation Penalty and possibly an auto payment of $274.00 coming out of her bank account instead of her current monthly charges of $61.00. Mrs. ****** states she called to resolve the matter, but Direct Energy could not guarantee continual service or for the charge to be removed by the next payment due date.

SUMMARY OF INVESTIGATION:

Our records confirm Mrs. ****** has been a Direct Energy customer since **** ** ****.

On **** ** ****, Mrs. ****** enrolled in Direct Energy’s 12 month E-Plan and service began on **** ** ****. Statements were issued and payments were made accordingly. On ******* *** ****, Direct Energy received an Inbound Drop switching Mrs. ******’s service to ******* Power, which changed the premise address from Mrs. ******’s name to the apartment complex’s name.

On ******* *** ****, a final invoice generated for the amount of $274.30, which included previous charges of $61.41, current usage charges of $12.89, and an early cancellation penalty of $200.00; due ******** *** **** via AutoPay. Startex Power created a MarkeTrak due to their switching Mrs. ****** away from Direct Energy in error and requested Direct Energy regain Mrs. ******’s ESI ID back to the Date of Loss, which was the day after the switch occurred.  This process can take up to 45 days.

Upon receiving Mrs. ******’s BBB complaint, Direct Energy left multiple messages for Mrs. ****** to discuss the matter. Direct Energy has accepted ******** Power’s request to regain Mrs. ****** back to the Date of Loss. Mrs. ******’s service is now with Direct Energy and the $200.00 Early Cancellation Penalty has been credited to the account. The final invoice of $274.30 was reversed and rebilled for the amount of $66.23, which includes current usage of $4.82 and the previous statement of $61.41, due by ******** *** ****.

COMPANY RESPONSE:

Our records confirm Mrs. ****** is in a 12 month contract and was inadvertently switched from Direct Energy to ******* ***** causing a $200.00 Early Cancellation Penalty to be applied to her account. Direct Energy has regained Mrs. ****** back to the Date of Loss and credited the account for the $200.00 Early Cancellation Penalty. The final statement was reversed and rebilled to show the current account balance of $66.23, due by ******** *** ****.

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Mrs. ****** has any further questions regarding this matter, Direct Energy would be more than happy to discuss this issue further.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

11/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Account # ***********. New rate being charged $0.110 after someone switch my direct energy account to this amount. I have made several attempt to contact Dierct energy only to be switch to some dead end company which have never heard of (***** ****). I want my money refunded for all *** where I used and was charged the $0.0110 reduced to the old KWH rate of $0.092 - beginning on *** ** ** through to the day this is resolved and my energy charge rate reset to the $0.092

Desired Settlement: I have made several attempt to contact Dierct energy only to be switch to some dead end company which have never heard of (***** ****). I want my money refunded for all *** where I used and was charged the $0.0110 reduced to the old KWH rate of $0.092 - beginning on *** ** ** through to the day this is resolved and my energy charge rate reset to the $0.092

Business Response:

COMPLAINT SUMMARY:

Mr. **** ****** states someone switched his original rate of $0.092/kWh to $0.110/kWh on his prepay account. He would like to be refunded the difference between the rates for the days he was charged $0.110/kWh. 

SUMMARY OF INVESTIGATION:

Our records confirm Mr. ****** has been a Direct Energy customer since ******* *** ****.

When Mr. ****** enrolled online through our online enrollment tool, he was placed on a variable rate as all Direct Energy prepaid plans were variable at that time.  . Mr. ****** was consistently charged $0.092/kWh with a daily fee of $0.330. However, his variable rate changed to $0.110/kWh on ******* ** **** and was effective ******* ** ****.

On ******* *** ****, Mr. ****** contacted Direct Energy regarding his rate and was advised he was on a variable rate, but could enroll in a 6 month fixed rate at $0.092/kWh. Mr. ******’ agreed to the fixed rate which will expire ***** *** ****.

COMPANY RESPONSE:

Mr. ****** will not be receiving a refund or credit to his account for the days he was charged at $0.110/kWh due to the variable rate on his account. Mr. ****** is currently in contract with his desired rate until ***** *** ****, and will need to renew his contract at the end of the term to retain a fixed rate; otherwise the rate will default back to a variable rate.

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Mr. ****** has any further questions regarding this matter, Direct Energy would be more than happy to discuss this issue further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/29/2013 Problems with Product/Service
10/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Approximately 3 weeks ago now I signed up for Direct Energy Power to Go. When I put in my current address (**** ******* ** *** ******** ** *****), their system couldn't find the correct address, so it gave me the next closest one (**** ******* ** *** ******** ** *****). I noticed that I had gone through and paid the $100 depsoit they required, but during that time I had called them to let them know that that was the wrong address and gave them the correct address. The Very 1st person I spoke to, *****, said that the system was down and to please call back in 1-2 hours. I waited for 3 hours just to make sure the system would be back up. When I spoke to the 2nd sales person and explained what happened, she said that would be no problem and we (meaning they) could have it switched over to the proper address within 2-3 business days, this was a Thursday when I spoke to her. She then advised me to pay an additional $15 on my account(*******), just to make sure it all gets transfered over without interuption. So at this point I've paid $115 to Direct energy. I then got a notice via text message that my service was to be interupted for a negative balance($-2.97) on my account(*******). I immediately called them and once again expalined to the 3rd sales person what happened and he then assured me that the mistake would be corrected "ASAP". He also said that my initial deposit of $100 would be transferred in full and he also mentioned a promotion for $30 for 30 days which he was to apply to my account as well. So with that I should have a total of $130. As of (*******) my acct was $-8.45, which they shut the power off and then told me I had to pay more money to have it back on, completely frustrated in 90 degree weather I had no choice but to comply. I asked to speak to a surpervisor and then and ONLY then was I told that the "investigation" will take up to 30-45 days to be corrected, unacceptable for me. This needs to resolved NOW and not later!

Desired Settlement: I want all monies spent accordingly applied to the account plus punitive damages in the form of MINIMUM 6 mos paid electricity that can follow me in the event that should I move. I have email, notes, and text messages to back me up as legal documentation for my case. The supervisor, who was extremely rude, name was ****** that I last spoke with on (*******). He stated that he was the only person who could help me, meaning Direct Energy has no higher chain of command!

Business Response:

Mr. ****** states that he signed up with Direct Energy for their prepaid service and when he imputed his address he was unable to find his address of **** ******* ** *** ******** ** ***** and he was given the one closest **** ******* ** *** ******** ** *****, which he enrolled and paid the required $100.00 to begin services. Mr. ****** states that he contacted Direct Energy and advised that he has enrolled the wrong address and provided his correct address. He states that he was advised that he would need to call back later that day due to a system issue, which he did and was advised that they would have his account switched over in two to three days and to make an additional payment of $15.00 which he did. Mr. ****** states that he received a text on ********* **, **** advising that his account had a negative balance of $*.97. He immediately contacted Direct Energy and was advised that it was a mistake and it would be corrected as soon as possible and advised him that his initial $100.00 would be transferred to his account in full as well as a promotional $**.00 for thirty days as a prepaid customer. Mr. ****** then states that he was sent another text on ********* **, **** that his account had a negative balance of $8.45 and his power was then disconnected, when he contacted Direct Energy he was advised that he would need to make another payment to have his service restored, to which he complied. Mr. ****** states that he then asked to speak to a supervisor and they advised that an investigation request would be submitted but it could take up to forty five days. 

Desired Settlement:

Mr. ****** would like the $1**.00 that should have been applied to his account and six months of free service for damages. 

SUMMARY OF INVESTIGATION:

Our records confirmed that Mr. ****** enrolled the service address **** ******* ** *** *** ******** ** ***** online under a Direct Energy prepaid account on ********* *, ****. The enrollment was placed on hold until a payment was made to begin service. Mr. ******’s payment of $100.00 was posted to his account on ********* **, ****, which completed his enrollment and established his service. The same day, the Thirty For Thirty promotion was applied to his account, where after thirty days as a prepaid customer a $**.00 credit would be applied to his account on ******* **, ****.

Mr. ****** contacted Direct Energy on ********* **, **** advising that he had enrolled the wrong premise and he was transferred to enrollments to enroll the correct premise **** ******* ** *** *** ******** ** *****. Mr. ****** completed a new enrollment for **** ******* ** *** *** ******** ** ***** with account number ****** and with a payment of $15.00, service was established the following day. The Thirty For Thirty promotion was applied to Mr. ******’s account on ********* **, ****, with a $**.00 credit scheduled to be applied to his account on ******r **, ****.

Direct Energy began the Inadvertent Switch process for the incorrectly enrolled premise of **** ******* ** *** *** ******** ** *****, so that the residents of this premise could be returned to the correct service provider. Mr. *****’s $100.00 payment for the incorrect premise was held until the Inadvertent Switch process completed and the remaining balance would then be transferred to his correct account.

Mr. ******’s payment of $15.00 for his correct premise was depleted to -$8.45 on ********* **, **** and his service was disconnected. The same day Mr. ****** contacted Direct Energy and advised that he should have had a balance transfer completed due to him enrolling an incorrect premise. Direct Energy advised Mr. ****** that his payment of $100.00 would be transferred to his correct account once the Inadvertent Switch process was completed and he would need to make a payment on his correct account to have his service reconnected. Mr. ****** made a payment of $13.00 that same day, which left his account with a positive balance of $4.55 and his service was reconnected. On ********* **, **** Mr. ****** made a payment of $10.00 on his correct account, leaving his account with a $6.63 positive balance.

Direct Energy received Mr. ******’s BBB complaint on Friday, ********* **, **** and a full review of his account was conducted.    

On ********* **, **** the Inadvertent Switch process completed for Mr. ******’s first account, when the previous service provider regained the premise back to ********* 19, ****. This left Mr. ****** paying $0.84 for usage on ********* **, ****, which was not regained by the previous service provider. Mr. ******’s first account was then closed with a $99.16 positive balance. Mr. ******’s balance of $99.16 on his first account was moved to his correct account, which created a $101.40 positive balance. Direct Energy contacted Mr. ****** on ********* **, **** to confirm his account information, due to conflicting information being listed on his accounts, but no call back has yet been received. Mr. ****** made a payment of $*0.00 on ******* *, ****, creating a positive balance of $114.04.

 

COMPANY RESPONSE:

Our records confirmed that Mr. ****** enrolled service for the wrong premise on ********* *, **** and made a payment of $100.00 on ********* **, **** establishing service for this premise. Mr. ****** contacted Direct Energy the same day advising us of his error and his correct premise was then enrolled with a new account number and he was advised to make a payment to establish service, which he did. Direct Energy then initiated the Inadvertent Switch process to return the incorrectly enrolled premise to their previous service provider, which places a hold on the account including any funds remaining on the account. Per Market processes the Inadvertent Switch process can take up to forty five days to complete. Mr. ******’s account for his correct premise became $8.45 negative on ********* **, **** and his service was disconnected. Mr. ****** was advised that his $100.00 payment would be transferred to his correct account once the Inadvertent Switch Process was completed and Mr. ****** made a $13.00 payment and his service was reconnected the same day. The Inadvertent Switch process completed on ********* **, **** and Mr. ****** was found to be responsible for $0.84 worth of usage, leaving him with a balance transfer of $99.16, which completed the same day. As of ******* *, **** Mr. ******’s account has a $10*.*1 positive balance and his Thirty For Thirty promotional credit will be applied to his account on ******* **, ****. Due to Direct Energy being in compliance with all PUCT regulations regarding the handling of both Mr. ******’s accounts, no adjustments or credits will be provided. Direct Energy will be more than happy to provide the BBB with any additional information or documentation to facilitate this complaint being closed as resolved.

If Mr. ****** has any further questions regarding this matter, Direct Energy would be more than happy to discuss this issue further.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not satisfied with the response from the company. I did do a follow up phone call in which the operator then told me that the monies in the amount of $100 was credited to the proper account, but it was not the total sum of what had been requested. 

Regards,

****** ******


 

 

Business Response:

Dear Mr. ******,

Direct Energy has received your rejection of our explanation and resolution for your Better Business Bureau complaint. Out of customer goodwill, Direct Energy has credited your account $0.84, which is the remainder of your initial payment made to the incorrect premise account. Your total payment of $100.00 has been applied to the corrected account and a $30 credit is scheduled to be applied to the account on ******* **, ****.

Direct Energy appreciates BBB providing the opportunity to resolve this matter with our customer. If BBB or Mr. ****** has any further questions, please feel free to contact our office at your convenience.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/25/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: DIRECT ENERGY HAS BEEN CHARGING ME 29.95 FOR A DISCONNECT 4 DAYS AFTER THE BILL WAS DUE PLUS A 5 PERCENT LATE FEE. THE BILL IS DUE BY **** OF THE MONTH. I WAS BILLED ON **** ***, **** **, *** ****, *** ****. I CALLED THEM AND THEY TOLD ME THAT A 29.95 CHARGE GETS ADDED TO THE ACCOUNT PLUS A 5% LATE FEE. MY ACCOUNT HAS ONLY BEEN INTERRUPTED 1 TIME. I WANT ALL THOSE FEES REMOVED FROM MY ACCOUNT.

Desired Settlement: I WANT ALL THOSE FEES REVERSED.

Business Response:

COMPLAINT SUMMARY

According to Ms. **********, Direct energy has been charging her $29.9* for a disconnect four days after her invoice was due, as well as a late charge. 

The customer stated she wants the fees removed from her account.

SUMMARY OF INVESTIGATION

Account notes show Direct Energy serviced the premise since ***** *, ****, and the customer was charged two $100.00 deposits. 

Late fees are assessed to the customer’s account when payments are not received on the specified date on their invoice, and collection recovery penalties are assessed to the customer’s invoice each time a Disconnection for Non Payment (DNP) notice is issued to the premise. Both of these charges are in the customer’s Terms of Service they agreed to during enrollment. The plan also included an Early Termination Penalty if service is switched before the specified date on her invoices. Financial records show that the customer was not current on her payments, causing these charges to be assessed to her account.

·         On ***** **, **** Ms. ********** was issued an invoice for an amount due of $222.84, due *** *, ****, which included current charges of $122.8* and a previous balance of $99.99. This statement was for usage from ***** *, **** to ***** **, ****.

·         On ***** **, **** the customer was invoiced for an amount due of $419.04, due *** **, ****, which included current charges of $196.20, and the previous unpaid balance of $222.84. This statement was for usage from ***** **, **** to ***** **, ****.

Financial records show payments for these amounts were not received. Direct Energy received a call from the customer on *** **, ****, and an agent explained the overdue balance on the account.

·         On *** **, **** the customer was invoiced for an amount due of $642.01, which included current charges of $222.97 and a previous balance of $419.04.

·         Direct Energy issued a DNP notice on *** *1, **** for the unpaid amount of $200.04, due **** **, ****.

·         The company received a payment for $219.00, leaving a $423.01. The customer then called on **** **, **** to set up an Extended Payment Plan, and the agent advised the customer of the late fee and connection recovery penalty.

·         On **** **, **** the customer was issued an invoice for $689.28, due **** **, ****, which included current charges of $266.**, and a previous balance of $423.01. The company received a payment of $201.00, leaving a balance of $488.28.

·         The company issued a DNP notice on **** *, ****  for the unpaid balance of $222.01, due **** **, ****. A payment for this amount was received, creating a $266.** balance.

·         The company issued a DNP notice on **** *** **** for the unpaid balance of $266.**.

·         On **** **, **** an invoice was generated for a total amount of $6**.60, due ****** **, ****, which included current charges of $349.*1, a previous balance of $266.** and a late fee of $11.82.

·         The company received a $300.00 payment on ****** *, ****, leaving a $3**.60 balance on the account.

·         Direct Energy issued a DNP notice was issued on ****** *** **** for the unpaid balance, due ********* ** ****.

·         On ****** **, **** an invoice was issued for a total amount due of $642.3*, due ********* **, ****, which included consumption charges of $301.67, previous balance of $3**.60, and a late payment charge of $13.08.

·         The company received a payment, bringing the balance to $314.3*. 

·         On ********* **, **** the customer was issued an invoice for $*79.24, which included current charges of $2*1.32 and a previous balance of $314.3*, and a late payment fee of $13.*7. Notes show the customer called regarding the notice, and was advised to set up a payment plan.

Records show the customer called again to cancel her account and was informed of her balance. Direct Energy received an Inbound Drop, indicating the customer switched to another provider on ********* **, ****. Interest on the deposit was credited to the account, bringing the balance to $*79.14. The customer was then refunded both $100.00 deposit amounts, and a final invoice for $691.32 was issued, including a $200.00 Early Termination Penalty.

COMPANY RESPONSE

Further review of the complaint confirmed Ms. ********** agreed to a plan with Direct Energy that contained an Early Termination Penalty. Financial records show that the customer did not stay current on her account, resulting in multiple late payment penalties. The customer was also issued multiple DNP notices to inform her of the unpaid balance, which caused collection recovery fees to be assessed to the account.

Additionally, these charges were communicated to the customer by agents, and were agreed to in the Terms of Service during enrollment. The customer has since switched to another provider, and a final invoice has been issued to the premise.

Direct Energy would like to advise Ms. ********** to contact an agent to further discuss her previous account.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

****** **********

 

THIS COMPANY IS CROOKED, CROOKED, CROOKED AND I AM NOT DONE... TO THE ATTORNEY GENERAL I GO, AND TO MY CONGRESSMAN.  JUST NEED A PAPER TRAIL.  MY LAST BILL DIDNT HAVE A BALANCE THAT FOWARDED OVER AND THEY CHARGED ME 29.95 ON DAY 4 AFTER THE BILL WAS DUE.  THEY ARE CROOKS AND IM GLAD I CANCELED MY SERVICE. 

Business Response:

As stated in the company’s response, Ms. ********** was charged a collection recovery fee due to multiple Disconnection for Non-Payment notices issued to the customer’s premise because of unpaid balances. Attached are the customer’s invoices, final history, and DNP notices that show the unpaid balances that resulted in the fee.

 

Direct Energy would like to advise Ms. ********** to contact the company if she has any further questions regarding her balance, and an agent will be happy to assist.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After 3 years as a customer, never late on a payment, never missed a payment - I started getting bills that were double the usage they were the prior year at the same time. Nothing has changed in the house, no new appliances, no change to the thermostat settings - and it hasn't been as hot this year. I contacted D.E. and they said "sorry, the meter is working fine we won't adjust your bill". I've been over billed for 3 months to the tune of about $200 PER MONTH.So I change providers and now I get HARASSED by Direct Energy with 4 to 6 calls A DAY both at work and on my cell phone for the last two weeks. The calls come from ************* and they don't leave a message if you don't answer. The first time I caught one of the calls the person on the other end of the phone was completely rude when I refused to give her my date of birth and social over the phone (ummm hello, YOU called ME, I'm not giving you that information especially when your caller ID number is fake). So I stopped answering them. The calls continued, with no voicemails left.Yesterday I finally get an automatic recording on my voicemail that says it's Direct Energy calling regarding my closing bill which isn't even due until tomorrow *********.So I called back and confirmed that the payment has been set up and will be delivered by the due date and lo and behold I got THREE more phone calls last night after that!

Desired Settlement: I would love for them to fix the overbilling that occurred for the last 3 months running.I would also really love it if they would stop harassing me at work regarding a bill that isn't even due yet.

Business Response:

Ms. ***** ***** states she began receiving statements for double the amount of usage compared to the prior year; however, there have not been any changes to her home or consumption. Ms. ***** says she was overbilled for three (3) consecutive months, receiving statements around $200 per month. She began receiving calls from ************* about four to six times per day and never received a message. Ms. ***** answered on one occasion and an agent asked for her social security number and date of birth. On another occasion she received an automated voice message from Direct Energy regarding her final statement, which was not due until ******* ** ****. Ms. ***** confirmed her payment was set up to post by the due date and she then received three additional calls that night.

Our records confirm that Ms. ***** was a Direct Energy customer from ***** *** **** to ********* *** ****.  

Ms. ***** contacted Direct Energy on ********* ** **** regarding her high usage and to dispute her recent statements. A billing dispute was opened and a meter test was requested from Oncor. On ********* *** **** the results from the meter test returned normal within PUCT standards and Ms. ***** was emailed the results the following day.

On ********* *** ****, Direct Energy received an Inbound Drop from Switch, indicating Ms. ***** changed service providers. Ms. ***** was then issued a final statement on ********* *** **** for $717.08, which included a previous balance of $462.51 and current usage of $254.57, due by ******* ** ****. Direct Energy attempted an automatic draft of $462.51 on ********* *** ****, but we did not receive a response from the payment processor. Ms. ***** made a credit card payment of $462.51, which posted to the account on ********* *** ****, leaving an account balance of $254.57.

Upon receipt of Ms. *****’s BBB complaint, Direct Energy conducted a full review of her account and did not find any inaccuracies in Ms. *****’s statements or usage per Oncor’s meter test. Direct Energy contacted Ms. ***** to discuss her concerns and she emailed a copy of her partial statement from her new provider, TXU Energy, for comparison. As confirmed with Oncor/TXU Energy, the usage provided in the partial statement is consistent with the usage provided by Direct Energy.

Further review of Ms. *****’s account shows a credit card payment of $254.57 posted to the account on ******* ** ****, leaving a zero balance on the account. Upon Ms. ***** ending her service with Direct Energy and being issued a final statement, her account was sent to our Early Out Program. This program utilizes a third party vendor to collect/remind customer of their final account balance. Direct Energy’s third party vendor contacted Ms. ***** eleven (11) times between ********* *** **** and ******* ** ****. These calls are stopped once the customer is reached and confirmation of a payment timeframe has been advised.  

In conclusion, our records confirm Ms. ***** received a free meter test from Oncor resulting in accurate and valid readings and monthly statements. Ms. ***** ended service with Direct Energy on ********* *** **** and she was issued her final statement on ********* *** **** for $462.51. Per Direct Energy’s business practice, Ms. *****’s account was sent to the Early Out Program which uses a third party vendor to confirm the date of the customer’s final payment. Once Ms. ***** advised this third party vendor on ******* ** **** that she would make her final payment on the statement’s due date, all calls ceased.

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Ms. ***** or BBB has any further questions regarding this matter, Direct Energy would be more than happy to discuss this issue further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/21/2013 Billing/Collection Issues
10/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Billing error. WTU told me they would refund $162 I was charged for someone else's meter. I contacted WTU in *** **** to turn the electricity on at a rental house I own at 206 S 2nd st. After 3 months I noticed I was being billed for *** *** *** *** ***** *** **, I own both residences, but *** *** *** was rented out with the renters paying the electric bill. They even showed me their receipt. So I contacted WTU, they were supposed to refund the $162 the supervisor told me it would take 6 weeks. When I called ********** to see why I hadn't received anything yet, was told the claim had been denied. No explanation. It still looks to me that they double billed the *** *** *** meter?

Desired Settlement: $162

Consumer Response:

Better Business Bureau:

This letter is to inform you that WTU Retail Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on ********** ******** ** and assigned ID *******.

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

10/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gateway Energy had me on a fixed rate plan and I was told by their employee that my rate would always be lower than ******** **** ********** supply rate. My August bill was 9.77 cents per kWh. They have also pasted a copy of my signature on 2 of their forms without my knowledge. I do have proof of this. They never notified me of the rate increase so I called to cancel. I received a letter from ACE dated 8/**/13 stating that Gateway is ending their contract with me. When I received my September bill, Gateway was still on there and they raised my supply charges by 35% (from 9.77 cents - 13.29 cents), which resulted in an overcharge amount of $80.61

Desired Settlement: I am looking for a refund of $80.61.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Gateway Energy Services Corporation regarding complaint ID *******.

Sincerely,

**** ********

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

10/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a payment of **** *** **** for my electric bill that was due in ****. In **** my husband and I started receiving phone calls that we had not paid our bill and that our service was going to be shut off. After I spoke to t he company the located the payment which for some reason was not posted to my account. We have used the same company for 4 years so I am not sure why this would have happened. It is now ********* and the issue is still not resolved. I have spoke to numerous people, faxed in bank statement, and continued to pay my bill. And yet they are still calling and telling me that I owe or my power will be shut off. Every time I call, it is like starting the whole process over. I have called on a bi-weekly if not weekly bases for the past 3 months and they are not doing anything other than giving me different stories as to why the issue has not been resolved. I would like the issue to be resolved, immediately.

Desired Settlement: I desire that that post the payment amount to my account and stop threatening to cut of my electric service and calling requesting payments that they already have received.

Business Response:

COMPLAINT SUMMARY:

**** ********** states that she made a payment on **** *** **** for her July bill, but she then began receiving collection calls in **** advising that their bill was unpaid and her service was in danger of disconnection. She states that when she spoke to Direct Energy she was advised that her payment had not posted to her account, which she did not understand due to her having been with Direct Energy for four years. **** ********** states that she has spoken to numerous people at Direct Energy and has faxed her bank statement in to provide proof of her payment but they have yet to find her payment and provide her with a resolution. **** ********** would like her payment found and the threat of disconnection ceased.

SUMMARY OF INVESTIGATION:

Our records confirmed that **** **********’s **** payment was made through her bank’s online bill pay system which is processed by a third party vendor, before the funds are sent to Direct Energy. **** **********’s payment was placed in a suspense account after her payment was processed by a third party payment processing vendor, due to an issue with their system.

Although **** ********** provided her bank statement as proof of payment, Direct Energy had to require a copy of both the front and back of the check to confirm that her payment had been actually sent to Direct Energy from the third party payment processing company. Once this was received on ******* ** **** **** **********’s payment was found and applied to her account on ******* ** ****. Direct Energy has waived all late fees and charges that were assessed as a result of **** **********’s missing payment, as well as a $25.00 Goodwill Credit for the delay.

COMPANY RESPONSE:

Our records confirmed that **** **********’s payment was delayed in being posted to her account due to a third party payment processing vender. This resulted in additional documentation being needed to find **** **********’s payment and once this was received, her payment was found and posted to her account. Direct Energy has also waived all fees incurred by this delay as well as a $25.00 Goodwill Credit, totaling $45.97

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If **** ********** has any further questions regarding this matter, Direct Energy would be more than happy to discuss this issue further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Today will make the 5th time in our history with Direct Energy (three different apartment buildings) where they have cut our power in the middle of the night with no warning. When confronted with this they usually try to tell us they sent the notices, which is a tad ridiculous when I have the current bill statement in hand which says I owe nothing from the previous month. If they can send me a bill, they can send me a notice. Also, I have a current bill. How do I have a bill if I haven't paid the previous bill? (Which we did pay, according to bank statements.) Despite the fact that they "comped" us the amount owed, I'm still sitting in the dark with my 1 year old son, waiting for the power to come back on. Once is too many times, five is downright unacceptable.

Desired Settlement: None.

Consumer Response:

Better Business Bureau:

This letter is to inform you that Direct Energy, LP has carried out to my satisfaction the resolution it proposed for my complaint, filed on ********* ******* ** and assigned ID *******. I do not want this complaint to go any further, and I apologize for any inconvenience.

Regards,

****** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

10/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In Winter of ****, I noted an extra charge to our electric bill, when I spoke with **** **** ***** they stated that we had choose a supplier other then them to bill us for our electric, At that point I called and canceled their services and requested **** **** as our supplier again, Due to cost. I received an electric bill from **** **** ***** dated **** *. A bill for 33.10$. which I paid, a week later we received another bill dated **** **, with a fee from Direct Energy for 103.90$. I called **** **** and asked why this is listed and they referred me to Direct Energy, when I spoke with them they had no ability to find my account number or a previous account with them. I can not with good mind say I noted this account on bill prior to this time, since last canceling with them in *** ** ***. I had to fax both bills to this company on **** today **** I still am unable to resolve this issue. I have both bills, receipt for fax and names of person I have spoken to. today I was told the supervisor was in training and unable to assist me, but the young lady on the phone clearly stated she was unable to locate my account. I was promised by ****** that **** her ********** would be in contact with me as soon as documents were received. I feel I am getting the run around. NO ONE NOWS WHERE THIS MONEY IS TO BE GOING..... WHO IS Getting It!!

Desired Settlement: written explanation of charges, where monies have gone, who received them, and why a cancelation notice was never sent as requested, I want my power to be supplied by one carrier. no extra fees to be applied to my bills. A phone call will help, but I need these things in writing, I fell it may happen again. I have known others with similar complaints in the area.

Business Response:

Good Morning,

 
The account belonging to *** ******* *****  was originally enrolled by way of a door to door sale.  The electricity account was enrolled for supply service on a fixed rate of $0.05/kWh through **** *** ****.  The account is currently active, as our records do not reflect a cancellation request by *** ** *** ******

 

Direct Energy has thoroughly investigated *** *****’ concerns in detail and can confirm that the amount of $103.90 represents the usage of 1,182 kWh for the billing cycle of  ********* to *********.  Direct Energy has no records of the charges for $33.10.  We would suggest that *** *****’ contact the utility company to discuss the $33.10 charge appearing on her bill.  Further Direct Energy would like to advise *** ***** that Direct Energy is not responsible for providing the monthly billing charges; this is done by the local utility company on behalf of Direct Energy.  Payments are remitted to and handled by the local utility as well.

 Direct Energy’s Resolution Department attempted to reach *** ***** on ********* *** **** to address her concerns, but our attempt was unsuccessful. A voicemail message was left with the Resolution Department’s phone number, should she need any further assistance.

 

Please feel free to contact me if you have any further questions or concerns.

 

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

My husband denied speaking with this company. My deepest apologies. Thanks for responding.

Regards,

****** *****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

10/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My Aug 16, 2013 bill from NYSEG had a different rate posted for my electricity which is provided by a third-party company - Direct Energy (formerly NYSEG Solutions). I called Direct Energy on Aug 19th and spoke with a rep. I did not get that rep's name. I questioned the bill and he said that because I failed to renew my annual contract with them that there was nothing they could do. I was upset and cancelled my account (confirmation # ******). I went back through my paperwork and found two notices from Direct Energy / NYSEG Solutions. The first letter dated May 9, 2013 stated at the top, "This Is Your Annual Account Renewal Notification. No Action is Required at This Time." The 2nd letter dated May 31, 2013 stated in the first paragraph "... we're happy to offer you a simple way to renew your electricity sales agreement. With no action needed from you, we can automatically continue your agreement with NYSEG Solutions on a month-to-month variable rate that can be higher or lower each month." The way I interpreted those letters is that I did NOT have to do ANYTHING to renew my current agreement. The previous year (2012) I had received a renewal notice. At that time I called and renewed. This year, since the letters said I didn't have to do anything to continue my agreement (CONTRACT), I didn't call and Direct Energy / NYSEG Solutions slammed me into a higher rate, variable month to month contract. I am very upset at the thoroughly misleading advertising/sales/renewal letters. I called back on Aug 27, 2013 and spoke to ****** and explained the situation. She asked me to fax over the two letters to fax# ###-###-#### and that she would call me back. I faxed the letters and she never called back. I called again on Aug 29, 2013. My son and I spoke to Patricia. She stated unequivocally that there was "nothing she could do". They would not adjust the Aug 16th bill to the previous lower rate. My only option would be to sign up again for another fixed rate program. I told them absolutely not, that I was upset with the very misleading "renewal" letters and that I did not trust them to do business with them.

Desired Settlement: I am contacting the BBB to let them know of the deceptive sales / renewal information that I was a victim of from Direct Energy / NYSEG Solutions. I've talked to other people and they have also had problems with this company. It would be nice if they refunded me the difference. If I get charged a cancellation fee, I'll be even more upset - since the letters also say I won't be. I don't trust this company.

Business Response:

September 9, 2013

 

Customer Name:  **** *** ******

Account Number:  ***************

Case Number:  *******

 

Good Afternoon,

The account belonging to **** *** ****** was originally enrolled with NYSEG Solutions on November 27, 2008.  Direct Energy acquired NYSEG Solutions in August 2012 and a letter was sent to *** ******  informing her of the change. The electric account was enrolled on a time of use variable rate.

NYSEG Solutions has investigated *** ******’s complaint in detail. NYSEG Solutions confirmed that a renewal notice was issued on May 9, 2013 advising of the variable rate to be effective 7/1/2013 once the fixed rate expires. The renewal notice further advises that customer has 3 business days from receipt of the first billing statement of the New Term to reject the renewal terms if he/she chooses not to accept the plan.  *** ****** contacted NYSEG Solutions on August 19, 2013 to cancel the account due to the variable rate.    On August 20, 2013 we received a cancellation notification from the utility with an effective date of September 13, 2013. Our records show that ******* ****** contacted NYSEG Solutions on 8/29/2013 regarding the wording of the renewal notice and was advised by NYSEG Solutions representative that the renewal letter is clear in advising of the variable rate, as well as the start date of 7/1/2013.  The renewal notice advises that NYSEG Solutions’s customer service will be happy to help if the customer has questions regarding the supply agreement. Based on these findings, a refund will not be provided.

NYSEG Solutions attempted to contact *** ****** on September 25, 2013 to address her concerns, however she was not available.  A voicemail was left with the direct line to the resolution department.  Once contact is made, NYSEG Solutions will address her concerns and inform her of the above provided information.

 

NYSEG Solutions would like to apologize to *** ****** for any inconvenience this may have caused. We pride ourselves on maintaining and exceeding a high level of customer service and regret anything that may be considered below satisfactory.

Please feel free to contact me if you have any further questions or concerns.

 

Sincerely,

 

**** *********

###-###-####

NYSEG Solutions Resolution Department

Part of the Direct Energy Family

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/8/2013 Problems with Product/Service
10/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Their automatic dialer is out of control. We received three call in the last hour from this 'vendor'. The calls started this summer & have been getting worse (more frequent). We ignored them thinking they would give up. We've told them 'No' nicely. Now I've given them a severe warning. The next stop is a complaint with the US Attorney's office.

Desired Settlement: I have no need for settlement. Their practices will surely put them out of business. If that could be expedited I'd be satisfied.

Business Response:

Direct Energy has further reviewed the concerns expressed by Mr. *** ******.

Direct Energy sincerely apologizes for any inconvenience he may have incurred as a result of our solicitation attempts. However, our phone records are based off the phone number provided in his account of ###-###-####. Should Mr. ****** be receiving calls on a different number, we encourage him to provide that particular number to us, so that we may add it to our Do Not Call List.

Due to the nature of this complaint, we did not attempt to reach Mr. ******; however, should he need any further assistance, he can contact the Resolution Department at ###-###-####.

Sincerely,

 

**** **** ****** ******** ********** **********

 

###-###-####

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/5/2013 Billing/Collection Issues
10/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **** ************ ***** **** * ********* ***** ********* *** **** Dear BBB of ************ ****** ***, I am writing in reference to electricity company 1st choice power with whom I had services with briefly due to disconnection for nonpayment of 100 dollars past due on a current one month bill. The bill was due on ****** ** **** for 245.21 and I paid 145.21. I got a disconnect notice on ****** *** **** and electricity was turned off ****** *** ****. Prior to services being disconnected, I tried several times during working hours to speak with a representative to see about getting some sort of payment arrangement and was unsuccessful the only option that it gave was for me to pay my bill for ********* ****** which was not due yet. Each time I would put in my account number and telephone number it would not prompt so I could speak with a representative. I received a phone call on ****** *** **** from a collection agency requesting that I pay a bill from 1st choice power in the amount of $ 568.43 in which I explained to the representative how is it that the bill is already sent to collection agency when it is not due until next Friday ********* ** **** and the company 1st choice power has not even given me a chance to pay the bill and it is already in collections? The representative stated that he was only doing what his job requires him to do. I received a final bill in the mail from 1st choice power on ********* ****** and I noticed that the bill has a 200 dollar fee attached about a 1 year agreement early termination fee. When I set up services with this company in **** over the phone, I was told about a 100 dollar deposit and that I would be charged 10.0 cubic meters for services. There was no agreement verbally or written about a 1 year service agreement. I am really vexed about how this whole situation has transpired and the way services were handled with this company. I am new to the area and just don't understand how customer services is not handled in a professional manner. Sincerely, ****** *********** ********* (see attachment)

Desired Settlement: Unspecified

Business Response:

Account records show that service was established for **** *********** *** *** ******* *****, and a $100.00 deposit was received. The plan included a $200.00 Early Termination Penalty that will be assessed if the customer switches service before the specified date the contract expires. The customer was then invoiced on **** *** **** for usage for **** *** **** to **** *** **** in the amount of $233.53, and was due by ****** ** ****.

Financial notes show payment was not received, and on ****** *** **** the customer was issued a Disconnection for Non-Payment (DNP) notice for the unpaid balance, due no later than ****** *** ****. An invoice was then generated on ****** *** **** *or a total amount due of $509.10, which included current charges of $263.89, overdue amount of $233.53, as well as late payment charge of $11.68.

Payment in the amount of $145.21 was received on ****** *** ****, bringing the balance of the account down to $363.89. Unfortunately, this payment did not cover the full disconnection amount as specified in the DNP issued to the customer’s address.

There are no notes on the account that indicate the customer called to inquire about payment arrangements. Additionally, payment arrangements must be done by a live representative and not via the IVR. First Choice Power attempted to contact the customer on ****** *** **** to inform her of the overdue balance in order to avoid possible disruption of service.  Payment was still not received, and on ****** *** **** a disconnection request was issued to the market.

An Inbound Drop was received on ****** *** ****, indicating the customer switched to another provider. A final invoice was issued on ****** *** **** in the amount of $636.77, due on ********* *** ****, which included a previous balance of $363.89, interest on the deposit in the amount of $0.02, current charges of $272.90, the refunded $100.00 paid deposit, and an Early Termination Penalty for $200.00, as specified in the customer’s enrollment.

COMPANY RESPONSE

Records show the customer agreed to service with First Choice Power, which included a $200.00 Early Termination Penalty. An invoice was then generated for the customer’s usage amount, and payment was not received. The company then generated a DNP notice for the customer’s premise, stating that a full payment of the overdue amount would be needed in order to avoid possible disruption of service.

The company then invoiced the customer again for their usage. Because only partial payment was received for the amount specified in the DNP, First Choice Power called the customer to inform her of the amount, and energy was disconnected at the premise. There are no notes on the account indicating the customer contacted the company for a payment plan.

An Inbound Drop was received and a final invoice was generated that contained the current usage, unpaid balance, $100.00 paid deposit refund, and Early Termination Penalty.

First Choice Power would like to advice Ms. ****** to contact an agent to further discuss possible payment arrangements for the unpaid amount on her previous account. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been solicited by phone at least 40 times and by door twice. I have a HUGE sign at my front door that reads "no solicitors or door to door". The person that came to the door was very pleasant but when I pointed to the sign started to blame me (at my house in my yard) that I was coming on strong. I have had many rude and relentless door to door people and I find it obnoxious and always ask for information by mail instead which I feel is safer than going to the door in this day and age. There was no vehicle and only her shirt read Direct energy. I want this company to stay away from my house and STOP soliciting me by phone. They are ridiculous. I have no interest in their business, they lied and said all my neighbors have them which is UNTRUE.

Desired Settlement: Take me off their call list and don't come to my house. Thankyou.

Business Response:

September 25, 2013

Customer Name: ****** ******

Account Number: Not Currently Enrolled

Case Number: *******

Good Afternoon;

Ms. ****** ****** is not currently enrolled with Direct Energy.

Direct Energy investigated *** ******’s complaint in detail. Direct Energy apologizes for any inconvenience *** ****** may have incurred as a result of our door to door solicitation attempts and would like to advise her that we have requested her address be placed on our Do Not Knock list. We would like to advise *** ****** that it may take up to 30 days for all solicitation attempts to cease.

According to our Sales Team, Direct Energy has no record of any of calls to the phone number ###-###-####. Direct Energy did attempt to reach *** ****** to see if there was a different phone number our agents were attempting to reach her. However, our attempt was unsuccessful and a voicemail message was left. *** ****** did call back the Resolution Department but refused to verify any information with the agent she spoke to. According to the Resolution Department’s agent, *** ****** stated she had an issue with Direct Energy and asked that we stop contacting her. The call was disconnected before we could attempt to gather more information. Direct Energy did request the phone number we have of ###-###-#### be placed on our Do Not Call List, which may also take up to 30 days to take effect.

Should *** ****** wish to further discuss her complaint or provide an additional phone number, she is encouraged to contact the Resolution’s Department at ###-###-####.

Please feel free to contact me if you have any further questions or concerns.

Sincerely,

**** ****

Direct Energy's Resolution Department

###-###-####

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was with ***** ****** ***** since 2009 at my current address and has always paid my bill on time (actually early in most cases). However, I recently decided to switch my companies as I was able to get a much lower rate. From the day I switched and still until today ***** ****** has called me daily 2-3 times from a collection agency "Final Billing Department". Today is **** and my bill isn't due until ****, the phone calls started at the end of ******. Apparently, their procedure is to send all customers who disconnect to a collection agency to recover the final bill even before the bill is due and this collection agency HARASSES the customer daily multiple times each day. I requested they stop calling me but I am still getting calls. Then I requested ***** ****** do something about it and they keep playing the passing game of "its not our department...thats the procedure for final bill". I asked a lady in customer service to review my acccount which she found NOT 1 late payment nor problem during the time since I was a customer yet she stated they can't stop the harrassment calls and stated I should just call and ask them to stop again. Really?? This is the way you treat consumers that pay on time and early on most occasions? All I ask is that they stop harrassing me at this point as this is very ANNOYING & DISRESPECTFUL!!

Desired Settlement: I would like them to stop harrassing and calling me as I have requested numerous times.

Business Response:

COMPLAINT SUMMARY:

*** ********* states that she has been a ***** ****** ***** customer since **** and has always paid her bill on time. She then states that she switched companies and from the day she switch to present she has been called multiple times a day about her final account balance, even though her final statement’s due date is ********* *** ****. *** ********* feels this is harassment and would like the calls to stop.

SUMMARY OF INVESTIGATION:

Our records confirmed that *** ********* was a ***** ****** ***** customer from ******* **, **** to ****** *** ****.

***** ****** ***** received an Inbound Drop from Switch on ****** *** ****, which ended *** *********’s service and closed her account. The following day she was issued her final statement for $357.88, due ********* *** ****. *** ********* was on the Pick Your Own Due Date program and although her standard due date would have been ********* ** ****, due to this program her chosen due date was the **** of each month.

***** ****** ***** standard business practice sends all closed accounts with a balance to collections after thirty days and *** *********’s account was sent to collections on ********* *** ****, ten days before her statement due date.

Upon receipt of *** ********* BBB complaint, ***** ****** ***** has recalled *** *********’s account from collections and should stop receiving calls. This will be a temporary recall and should her final balance not be paid by ********* *** **** her account will be sent back to collections due to its closed status. ***** ****** ***** contacted *** ********* on ********* *** **** and left a voicemail advising her of these findings. 

  

COMPANY RESPONSE:

Our records confirmed that *** *********’s participation in the Pick Your Own Due Date program and ***** ****** *****’s standard collection business practices on closed accounts, caused *** ********* to receive collection calls before her final statements due date. In the interest of customer service, ***** ****** ***** has removed *** *********’s account from collections until her due date of ********* *** ****, after which time, if full payment is not received, collection activity will recommence.

***** ****** ***** prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If *** ********* has any further questions regarding this matter, ***** ****** ***** would be more than happy to discuss this issue further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ***** ****** ***** was supposed to transfer over my electrical service to my new address, they transferred to my new house but they failed to disconnect at the old address and are now charging me for the service someone else is using, (the other address is an apartment being rented out by a third party). I called to ask the company why the didn't disconnect at the other address and told me they could not disconnect until thew 28 that it was their mistake and then i got another call saying they were going to hold me responsible for that bill anyways and if i wanted to continue my services I had to pay both my bill and that of the person staying at the other house. I feel they are treating me very unfair especially because i have been a very loyal customer and always paid on time. My fiance is pregnant and we can barely afford to pay our own bills and feel that ***** ****** ***** should collect the used electricity for the other address from the people that are staying there. We followed their procedure to transfer our service and they should have followed through with their work instead of trying to rip off innocent people.

Desired Settlement: For ***** ****** ***** to hold the people responsible for the 90 dollar electricity bill to pay and not try and get more money out of me i paid the 112 i used for my residence.

Business Response:

Records show the customer enrolled for service at a new premise, but did not request Move Out for the previous address until ****** *** ****. Because of this, ***** ****** ***** continued to invoice *** ****** for usage at the address until the company received a call on ****** *** **** request service be disconnected.

Service at the previous premise was then disconnected and the customer was issued a Non-Sufficient Funds letter and a final invoice, containing usage from the address. The customer will be responsible for this usage due to a request for disconnection of service not being issued during enrollment of the new premise.

Despite the customer not requesting a Move Out for their previous premise, a credit of $25.00 be applied to the account. Additionally, ***** ****** ***** has credited the account for usage at the premise, totaling $91.05. If *** ****** has any further questions regarding his account, an agent will be happy to assist him.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a contract for energy service with Direct Energy. It expired in **** ****. Per my agreement with them they were to send me a letter 90 days before this contract expired. I have a letter stating they did not send me a letter and my contract expired in ******** and they started charging in 9.9% as my electrical supplier when it should have been 6.77%. I called and they informed me they would refund me the difference between what I was charged and what I should have been charged. By me calculations this should have been $ 278.19. They sent me a check for 4 85.31. I called for them to explain the difference and they responded that they refunded me the difference between what I was charged and what my main utility suppliers rate was. This is not what I was told over the phone. The difference they still owe me is $ 192.88.

Desired Settlement: I am entitled to $ 192.88 which is what they had originally promise to do. Extremely unprofessional to change their policy after they promise something to their customer.

Business Response:

Good Morning;

 

The account belonging to ***** ********* was originally enrolled with Direct Energy on ******* ** **** by way of a web enrollment. The electricity account was enrolled for supply service on a fixed rate of $0.0677/kWh for 6 monthly billing cycles with no early termination fee attached. On **** ** **** *** ********* contacted our Customer Care Center and renewed her contract to a 24 month fixed rate at $0.0799/kWh with no early termination fee attached; which she is currently receiving.

 

Direct Energy has investigated *** *********’s complaint in detail. Due to an error on Direct Energy’s part, the proper renewal notification was not sent prior to the end of the initial contract. As a result of this error, *** *********’s account reverted to a variable rate. Direct Energy acknowledged this error and issued *** ********* a refund for the ******** * ******** through ******** * ******** billing cycles in the amount of $85.31. The refund was initially based on the difference between the variable rate she was billed and that of her local utility company’s price to compare. *** ********* informed us that she had been told that her refund should have been based off her old rate of $0.0677/kWh and not her utility company’s variable rate. As a good will gesture, Direct Energy has forwarded *** *********’s account to our Billing Department to have the additional refund calculated.

 

Direct Energy spoke with *** ********* and advised her of the above mentioned findings. She was advised that she would receive her refund in the form of a check within the next 6-8 weeks and that it would be around $91.00; not $192.88. Direct Energy went over the billing with *** ********* and explained how we calculated her refund. Once explained, *** ********* agreed with our additional refund amount. *** ********* understood and was satisfied. She was provided with the Resolution Department’s phone number, should she need any further assistance.

 

Please feel free to contact me if you have any further questions or concerns.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, my name is ***** ****** and I am the daughter of **** *******. My mother has Alzheimer's and has a "No Soliciting" sign on her front door so that there would not be businesses coming to her door to get her to sign contracts that she does not fully understand. Earlier today a person from Direct Energy came to her door soliciting services for electricity. As a result my mother signed a contract to switch her electric service. I am writing to you to file a complaint about Direct Energy business tactics. Thank you, ***** ******

Desired Settlement: I would like to have the contract voided and electricity service not switched over.

Business Response:

COMPLAINT SUMMARY:

Ms. ***** ****** states that she is filing this complaint on behalf of her mother who suffers from Alzheimer’s. She states that even though her mother’s home has a “No Soliciting” sign a Direct Energy door-to-door sales representative came to her door soliciting that she change service providers and as a result her mother signed a contract to switch her service providers. *** ****** would like her mother’s service returned to her previous service provider without penalty and complain about Direct Energy’s business practices.

SUMMARY OF INVESTIGATION:

Our records confirmed that Ms. **** ******* is not currently and has never been a Direct Energy customer.

Upon receipt of *** ****** complaint, Direct Energy completed a thorough investigation and found that Direct Energy did have door-to-door sales representatives in the Forney, TX area, but her address was not on their list of homes to approach. It is Direct Energy policy to never approach a home with a “No Soliciting” sign and they confirmed that the door-to-door sales representative did not see *** *******’s sign and did speak with her but no sale was completed. Direct Energy has placed this sales representative in mandatory training and coaching as a result of *** ****** complaint.   

As an additional precaution, Direct Energy has placed *** *******’s address on Direct Energy’s internal “No Not Knock” list. Direct Energy attempted to contact *** ****** on ********* ** **** but only voicemail was available. Due to no call back from *** ****** an email advising her of the findings of Direct Energy’s investigation has been sent to the email address included within her complaint.

COMPANY RESPONSE:

Our records confirmed that *** **** ******* is not a Direct Energy customer, but had been mistakenly approached by a Direct Energy door-to-door sales representative that had not seen her “No Soliciting” sign. Although the sales representative spoke to *** *******, no sales was completed. Direct Energy has provided coaching and additional training for this sales representative and has placed *** *******’s address on Direct Energy’s “Do Not Knock” list, to ensure that no Direct Energy sales representative will ever approach *** *******’s home.

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If *** ****** has any further questions regarding this matter, Direct Energy would be more than happy to discuss this issue further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB

9/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a former ***** ****** ***** customer. Using my bill pay software, I accidentally sent my electric bill payment (almost 300 dollars) to them instead of my current electric company.Although I understand this is my error, ***** ****** ***** will do nothing to help me get my money back. I have called several times, emailed customer service, faxed proof of payment and even emailed their ******** page. My bank has provided them all the information needed to find the payment but they will not respond to me or my bank.

Desired Settlement: I want my $293 dollars returned.

Business Response:

COMPLAINT SUMMARY:

*** ***** states that she mistakenly paid ***** ****** ***** via her bank’s online bill pay for her current service provider’s bill. *** ***** states that she is aware that she made the payment incorrectly but ***** ****** ***** not helped her have her payment of $293.00 refunded. She states that she has emailed and called ***** ****** ***** several times and that her bank has provided proof of payment but to no avail. *** ***** would like her $293.00 payment returned. 

SUMMARY OF INVESTIGATION:

Our records confirmed that *** ***** is a previous ***** ****** ***** customer, but her account information was not transferred to the new billing system in ******** ****.

Upon receipt of *** *****’s BBB complaint, ***** ****** ***** completed a thorough investigation and found that *** ***** had contacted ***** ****** ***** three separate times in ****** ****, but due to her no longer having an account the agents were unable to submit a payment inquiry on her behalf. ***** ****** ***** also has no record of receiving any fax communication from *** ***** or her bank.

With the payment information provided within *** *****’s complaint, ***** ****** ***** was able to complete a payment trace and her payment of $297.86 was found in a suspense account. ***** ****** ***** then processed a reimbursement for this payment and her refund check has been scheduled to be overnighted to her address of **** ********* ****** *********** * ** *****. *** ***** should receive her refund check by ********* *** ****.

 

COMPANY RESPONSE:

Our records confirmed that *** ***** was a former ***** ****** ***** customer and she made a payment of $297.86 via her bank’s online bill pay system. This payment was placed in a suspense account and upon receipt of *** *****’s PUCT complaint and proof of payment documentation, a payment trace was completed and her payment was found. ***** ****** ***** then processed a refund request and *** *****’s refund check will be overnighted to her address of **** ********* ****** *********** * ** *****, and should arrive no later than ********* *** ****.

***** ****** ***** prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If *** ***** has any further questions regarding this matter, ***** ****** ***** would be more than happy to discuss this issue further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Upon expiration of gas supply contract company sent me renewal notice stating that "no action needs to be taken at this time since your account will simply convert to our HIGHLY COMPETITIVE variable rate pricing on month-to-month basis". Instead they charged rate that is not close to competitive rate, it is at least 30% higher than any other supplier offering us natural gas. When I called (twice) customer service representatives did not recognize the promise of competitive rates, told that they can not do anything about that. During these calls they offered me to go on fixed rate but advised me that rate change will take place in 1-2 billing cycles and before that they will charge me high rate. I refused to accept this offer since I do not want to buy energy from the company with deceptive practice, I will switch to another supplier.

Desired Settlement: Gateway failed to comply with its promise to bill at highly competitive rates.

Business Response: Good Morning;

The account belonging to **** **** was enrolled with Gateway Energy Services on October  **, 2012 by way of a web enrollment.
The account was enrolled for gas supply service on a fixed rate of $0.479/ccf through April **, 2013 with no early termination fee
attached. Mr. **** is currently on a monthly variable rate.

Gateway Energy Services has investigated Mr. **** 's complaint in detail. Mr. **** stated that he did receive the renewal notification
prior to the end of his initial contract. The renewal notice is intended to advise Mr. **** of his options and while it does state he does
not need to do anything as his account will revert to a variable rate, it also states that there are fixed rate options
available to him and urges him to contact us. Mr. **** did not contact Gateway Energy Services and his account reverted to the variable
rate as per his initial  terms and conditions. A variable rate will fluctuate each month and is not based solely on business and market
conditions. Mr. **** was sent terms and conditions on October **, 2012 that outline exactly how our variable rates are determined.

On July **, 2013 Mr. **** contacted Gateway Energy Services to renew his contract. He accepted a fixed rate of$0.559/ccf through
July **, 2014 with no early termination fee attached. Mr. **** was advised that it will take 1-2 billing cycles for the new rate to take
effect. Gateway Energy Services would like to advise Mr. **** that any changes made to his account take 1-2 billing cycles to take
effect as they are based on dates set by his local utility company.

Based on the above findings, no reimbursement is owed as Mr. **** was sent the proper renewal notice and has been billed
according to the terms and conditions he had accepted.

Gateway Energy Services attempted to reach Mr. **** to advise him of the above mentioned findings; however our attempt was
unsuccessful. A voice-mail message was left with the Resolution Department 's phone number, should he need any fmiher assistance.

Please feel free to contact me if you have any further
questions or concerns.
Sincerely,

**** ****

Gateway Energy Services Resolution Department

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding Gateway Energy Services Corporation has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

**** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/16/2013 Problems with Product/Service
9/13/2013 Billing/Collection Issues
9/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I enrolled to have Direct Energy as my electric supplier since early ****. In Late ****, I never received written notice to re-subscribe (as per ** laws), I contacted Direct Energy and enrolled for a price of 0.0699 per kW. Because I was never sent written notification (concurred by Direct Energy), I would not be subjected to a variable rate for the interim time between plans. IE. I would immediately be charged the rate of 0.0699 per Kw. I have corresponding paperwork validating this. For the months following, Direct Energy has CONSISTANTLY OVERCHARGED me, has acknowledged the overcharge, and has consistently avoided issuing me a refund. I am forced to pay the full bill to **** (the energy supplier) and get a refund from Direct Energy. This has been an ongoing situation for over 6 months. I have tried repeatedly to speak with someone from Direct Energy and I am consistently told that the error is acknowledged but a refund must be authorized from someone in IT. When I call the resolution department, I am forced to leave a message and only receive a call back from a blocked number (usually at an inconvenient time) leaving me a message telling me to call back (thus repeating the cycle). On a larger scale I feel Direct energy is making large amounts of profits from these overcharges and I want my monies refunded (and I feel I may be entitled to interest and damages) as I am forced to pay a larger than normal electric bill due to their immoral business practices. My complaint ID logged with Direct Energy is ******. 

Desired Settlement: Refund I wish to be paid in full for ALL of the amount of the overcharge plus interest made on my overcharges and damages. The effect in paying more than the amount due resulted in me having insufficient funds for other basic needs such as food and housing. I had to rely on credit cards to make ends meet, plus the mental anguish this imposed upon me.

Business Response:

Good Morning;

The account belonging to *** ****** ****** was enrolled with Direct Energy on **** *** **** by way of an outbound sales call. The electricity account was enrolled for supply service on a fixed rate of $0.0859/kWh for 12 months with no early termination fee attached. *** ****** is currently being billed at a rate of $0.0699/kWh for 12 months with no early termination fee attached.

Direct Energy has investigated *** ******’s complaint in detail. Direct Energy has confirmed that the proper renewal notice was not sent prior to the end of *** ******’s contract. As a result of this error, *** ******’s account reverted to a variable rate. Direct Energy acknowledges this error and had issued *** ****** a refund in the amount of $5.00 (Check # ********** in the amount of $5 was issued on **********).

*** ******’s refund had initially been calculated based on his utility company’s price to compare as opposed to his previous rate of $0.0699/kWh. Direct Energy has since re-calculated the refund based off the previous rate of $0.0699/kWh for the ******** * ********, ******** * ******** and ******** * ******** billing cycles. *** ****** will receive a second check (Check #********** in the amount of $29.53 was issued on **********) for the above mentioned billing periods within the next 4-6 weeks. *** ****** is currently being billed correctly at $0.0699/kWh for 12 months which took effect with the ******** - ******** billing cycle.

Direct Energy spoke with *** ****** and advised him of the above mentioned findings. *** ****** was provided with the Resolution Department’s phone number, should he need any further assistance.

Please feel free to contact me if you have any further questions or concerns.

Sincerely,

**** ****

Direct Energy's Resolution Department

************

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments:  Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for the Direct Energy E plan. I have signed up for the auto bill pay program. Everytime I have checked the company states that I have no charges until today when I recieved an email stating that my service would be disconnected and that I owed 110.00 dollars. This is wrong and I don't mind paying what I owe however for a company not to bill on time per the contract. If this issue is not resolved and my power is shutoff I will obtain legal representation.

Desired Settlement: 1. waive all fees and credit my account current for your mistake. 2. No cancellation fee since I will probably cancel and I will have to pay another company to switch. 3. an apology and assurance this company is legit. I have read a lot of reviews about people being burned and have considered going to the local news to report consumer abuse.

Business Response:

*** **** states that he enrolled for the Direct Energy E-Plan and per a requirement for this plan signed up for autopay. He states that every time he has checked with Direct Energy regarding his bill, they advise him that he owes nothing until he received an email on ****** *** **** advising that his service would be disconnected and he owes $110.00. *** **** states that he feels this is wrong and does not mind paying what he owe, but feels he should be billed properly. *** ****’s desired resolution is that all fees be waived and credited to his account and for his cancellation fee be waived due to the fact that he will most likely switch service providers and an apology from Direct Energy. 

SUMMARY OF INVESTIGATION:

Our records confirmed that *** **** enrolled for Direct Energy’s E-Plan rate plan on **** *** ****, for services to begin on **** ** ****. The following is the web enrollment confirmation for *** ****:

On ****** ** ****, Direct Energy issued *** **** his first statement vie E-Correspondence, which was sent to the email on his account ********************* The statement was issued for $154.17, due ****** *** ****. Due to nonpayment of this statement, Direct Energy sent *** **** a disconnection notice for $154.17, due no later than ********* ** **** to avoid a disruption of service. A payment has yet to be received. (Please refer to the attached documentation)

Direct Energy has placed a credit hold on *** ****’s account due to his BBB complaint, which will expire ********* *** ****. *** **** will need to set up Autopay for his account to avoid monthly $15.00 Autopay Breakage Fees. The only fee *** ****’s account has currently been assessed is a $29.95 Collection Recovery Fee which will appear on his next invoice. 

COMPANY RESPONSE:

Our records confirmed that *** **** validly enrolled in a E-Plan rate, which has certain requirements to be eligible for the rate discount, as well as avoid certain fees. *** **** completed all the requirements except for signing up for Autopay. Direct Energy issued *** **** his first statement via email on ****** ** **** for $154.17, which was due on ****** *** **** and due to nonpayment he was issued a disconnection notice for the same amount due by ********* ** **** to avoid having his service interrupted. A Collection Recovery Fee of $29.95 will appear on *** ****’s next statement as a result of him being sent a disconnection notice, but no other charges outside of his current usage have been assessed to his account. Direct Energy highly suggests that *** **** sign up for Autopay, in order to take full advantage of his discounted rate plan and also to avoid being charged Autopay Breakage Fees in the future. Unfortunately Direct Energy will not be able to satisfy *** ****’s desired resolution at this time, due the fact that Direct Energy has validly enrolled, billed and handled his account thus far.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A salesman showed up at my door and lied to me and told me he worked along with *** and needed to see my bill. I brought him the bill and he said he could save me more money. I never signed anything so I do not understand how I could be in a contract with this company? Also the service is not even in my name its in my husbands. I am calling tommorrow to cancel but want to make sure I do not receive a cancellation fee. I just read 100 consumer complaints on this company. They are misleading and sneaky I do not want this to happen to someone else.

Desired Settlement: I just want others to be informed of this company trickery and fraud. Also I would like the company to know there door to door salesman was pushy and rude his name was ****.

Business Response:

The account belonging to *** ***** ******* was enrolled with Direct Energy on ****** *** ****. The gas account was enrolled for supply service on a fixed rate of $0.0469/CCF for 12 months with no early termination fee attached. *** ******* requested her account be canceled the same day it was enrolled; therefore she will not start service with Direct Energy.

 

Direct Energy has investigated *** *******’s complaint in detail and had forwarded the matter to our Sales Quality Department for further review. During the enrollment process, *** ******* participated in a Third Party Verification (TPV) call, at which time she identifies herself as the authorized account holder’s spouse. *** ******* confirms with the verifier that the agent represented himself as being from Direct Energy and not her local utility company. There is no signed contract required in the state of ******** as the TPV is used for the enrollment consent. Per our Sales Quality Department, *** ******* provided all of the account specifics needed to process the enrollment request. There is nothing here that can form the basis of the complaint and has been confirmed that this was a valid sale. Direct Energy would like to assure *** ******* that her account will not start service with Direct Energy.

 

Direct Energy attempted to reach *** ******* to advise her of the above mentioned findings; however, our attempt was unsuccessful. A voicemail message was left with the Resolution Department’s phone number, should she need any further assistance.

 

Please feel free to contact me if you have any further questions or concerns.

 

Sincerely,

 

**** ****

************

****** ******** ********** **********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/9/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up to switch my utlility company to Direct Energy but changed my mind and cancelled within th thirty -day period allowed. Direct Energy didn't cancel my service until 7 moths later. They continued to bill me for the entire time and told me to pay and I would be reinbursed. I received a check for re-embursement for $5.00 I've been calling Direct Energy leaving messages with no response (###-###-#### Resolution Department Reference # *****).

Desired Settlement: I want a total for the months billed totaling over $350.00 not the $5.00 check they sent me from **** ** **** ******* *** ***** ****** ** *****

Business Response:

September 6, 2013

 

Customer Name: ****** ******

Account Number: ************

Case Number: *******

 

Good Afternoon;

 

The account belonging to *** ****** ****** was enrolled with Direct Energy on January 2, 2013 by way of a door-to-door sale. The gas account was enrolled for supply service on a fixed rate of $0.475/mcf for 12 months with no early termination fee attached. The account was effectively canceled on May 16, 2013.

 

Direct Energy has investigated *** ******’ complaint in detail. According to our records, *** ****** enrolled on January 2, 2013 and received a flow date of January 16, 2013. Direct Energy did receive the Notice of Cancellation that *** ****** had mailed on January 25, 2013; however, by that time, his account was already active. There is a 30-day rescission period in the State of Michigan and *** *****’s enrollment request should not have been sent to the utility company until after that time period. He never should have started service as a Direct Energy customer. Direct Energy did process a cancellation request on January 25, 2013; however, due to multiple errors, the account was not effectively canceled until May 16, 2013. *** ****** had Direct Energy as his supplier for a total of four billing cycles. The $5.00 check *** *****’s had received was an initial refund that was calculated for the 01/16/13 - 02/15/13 billing cycle against the utility company’s rate, as that was the only billing period that the utility rate was lower than Direct Energy’s rate.

 

Direct Energy spoke with *** ****** and apologized for any inconvenience he may have incurred while a valued customer. *** ****** was advised that although he benefited from having our service, we will be issuing a reimbursement for all of the supplier charges he was billed by Direct Energy. *** ****** will receive a check within the next 6-8 weeks in the amount of $152.95. *** ****** understood and was satisfied with the resolution.

 

Please feel free to contact me if you have any further questions or concerns.

 

Sincerely,

**** ****

Direct Energy's Resolution Department

###-###-####v

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

Regards,

 

****** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When we first moved here, we signed up with ***** ******** ****** for our electricity. After a couple of weeks, somebody from Direct Energy came to the door and told us that our bill could be cut in half with Direct Energy. He also said we could sign up for just a trial of Direct Energy, just to compare our bills, and if we were unhappy, to just call and cancel at anytime. No hassle. We signed up, and then the Direct Energy employee hung around talking about himself and his life. He started telling us very personal details that we felt were extremely inappropriate to be talking about, like his sex life. We got him out of this house quickly and instantly regretted our decision that we signed up from somebody like him. A month went by and we received our bill that was double our other electricity bill, so I called to cancel. Just like I knew would happen, it was a hassle. Not only do you have to pay a cancellation fee, but they completely removed us from ***** ******** ****** without our permission. It was supposed to just be a trial, and I couldn't even cancel with them because our electricity would be turned off! They're all a bunch of trashy scammers and I am advising EVERYBODY TO GO SOMEWHERE ELSE. They are liars and their employees are extremely inappropriate.

Desired Settlement: I want to be able to cancel from Direct Energy without paying a cancellation fee and I want the managers to know the type of people they are sending out to people's doors.

Business Response:

*** ******* states that she initially had ***** ******** ****** and was then approached by a Direct Energy door-to-door sales representative who advised that he could cut their bill in half and that there was a free trial available, so that we can cancel service anytime. She states that she enrolled for service with Direct Energy and when she received her first bill it was double her normal bill, so she contacted Direct Energy to cancel and was advised that there would be a cancellation fee, even though she had not authorized Direct Energy to switch her service away from ***** ******** ****** and it was supposed to be just a free trial. *** ******* then states that the sales representative was inappropriate and talked about himself and his personal life in a crude manner.

SUMMARY OF INVESTIGATION:

Our records confirmed that *** ****** ******* validly enrolled with Direct Energy on **** *** **** and agreed to all the terms of service. During the enrollment call *** ******* was provided all the terms of his rate plan which included an average kWh price of 9.1 cents, a minimum usage fee of $9.95 if usage falls below 999kWh, a $300.00 Early Cancellation Penalty and was for term of twenty four months. *** ******* was then advised of his three day right of rescission during which he could cancel his enrollment without penalty. At no time during the enrollment call, was **. ******* advised that there was a trial period of any kind. Additionally, during the call *** ******* states that he had received the Notice to Cancel forms, which detail how and when he can cancel his enrollment. The next day, the ********* service was switched to Direct Energy. (Please see attached Enrollment Call, TOS and EFL)

**** ******* was issued her first statement on ****** *** **** for $135.41 for service from **** *** **** through ****** *** ****, which is due ********* ** ****. *** ******* then contacted Direct Energy on ****** *** **** stating that she wanted to cancel her account with Direct Energy due to her bill not being lower and she was incorrectly advised that if she cancelled she would be charged an Early Cancellation Penalty. **** *******’s rate allows her to cancel her service with Direct Energy before her first statement’s due date without penalty. The same day Direct Energy received **** *******’s PUCT complaint and a full review of her account was completed.

Direct Energy contacted **** ******* on ****** *** **** and advised her that she could switch providers up until ********* ** **** without being assessed an Early Cancellation Penalty, but would be responsible for all charges from **** *** **** to the date the switch of service completes. **** ******* advised that she had signed a waiver for a Free Trail, which she has a copy of and should not be responsible for charges. Direct Energy requested that **** ******* provide a copy of the waiver via fax, but as of ****** *** **** nothing has been received.

Lastly, Direct Energy has never provided customers a promotion in which there is a “Free Trial”. Due to the said  inappropriate conversation of the door-to-door representative and due to the conversations between customers and door-to-door sales representatives not being recorded, Direct Energy has begun an internal sales investigation.

  

COMPANY RESPONSE:

Our records confirmed that *** ****** ******* validly enrolled with Direct Energy on **** *** ****. Direct Energy then commenced validly billing *** *** **** *******. The rate *** ******* agreed to does allow them to cancel service with Direct Energy without penalty is the cancellation is done before the first statements due date, which is ********* ** ****. **** ******* will be responsible for all charges from **** *** **** to the date the switch of service is completed.

 

Direct Energy would like to sincerely apologize for any inappropriate behavior by our door-to-door sales representative she might have experienced and would like to ensure that a thorough investigation into this issue will be completed. If **. or **** ******* should have any further questions regarding this matter, Direct Energy would be more than happy to discuss this issue further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/8/2013 Advertising/Sales Issues
9/7/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A door to door rep (***** REP ID ******) came by my home while my wife was home claiming to be from our gas company. He demanded to see a bill which my wife mistakenly showed him. He said there was a billing mistake and he could correct it and save us money. Once he found out the bill was in my name he said he would have to return and talk to me, after to took down all of our gas information. When he returned to tried to explain to me what he was going to do for us. The whole thing sounded weird and when I asked for some information for me to review he told me he couldn't provide any. I told him no thanks, to which he said he was going to sign me up either way and if I wanted to could call a number and cancel whenever. I told him NOT to sign me up for anything and to leave before I called the police. Soon after he left I got a phone call telling me I was now being signed up for the program. I explained I didn't agree or give any consent to join ANY program they provided. I am going to contact my gas company first thing in the morning to explain the same to them. I feel the practice of attempting to sign me into a contact against my will to be criminal and completely dishonest. And I don't want anything to do with this company now or ever in the future.

Desired Settlement: I would like an written apology from this company stating I am not nor ever was involved in their program. I would also like assurance they will never contact me or my house hold again and will agree to not solicit my house that has a posting saying no solicitors. I don't need any type of compensation unless they attempt to collect anything from me which I never consented to.

Business Response:

Good Morning:

*** ***** ******* is not currently enrolled with Direct Energy. Direct Energy investigated *** *******’s complaint in detail. Direct Energy spoke to the sales representative in question and has determined that the representative needs additional training.

During *** *******’s Third Party Verification call (TPV), *** ******* expressed that he was not interested in signing up. Direct Energy does require that customer provide full consent before an enrollment can be submitted. Therefore, since *** ******* did not provide consent, his enrollment was discontinued and marked as a no sale. At that point; the sales representative provided *** ******* with Direct Energy’s web address to research the program and left his home.

Direct Energy takes these complaints seriously and in order to prevent any further solicitation attempts to *** ******* his telephone number at (***) ******** has been added to our Do Not Call list and his address at *** ********** ** ** ***** ****** ** ***** to our Do Not Knock and Do Not Mail list. Direct Energy would like to advise *** ******* to allow 30days for all solicitation attempts to cease.

Direct Energy has also provided the sales representative in question additional training to ensure he is provided necessary information to customer who may be interested in Direct Energy’s products.

Direct Energy attempted to make contact with *** ******* on ****** *** ****; however Direct Energy was unable to reach him. Direct Energy left a voice message with Direct Energy’s Resolution Department telephone number and *** *******’s complaint ID for him to reach us if he has any further questions.

Please let me know if you have any further questions.

Sincerely,

****** *****

*************

Direct Energy’s Resolution Department

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

9/2/2013 Problems with Product/Service
8/31/2013 Advertising/Sales Issues
8/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Account number ********** I had 12 month fixed contract with Direct Energy for .07/kWh. I received a letter in the mail recently with a new rate of .09/kWh. However, on my most recent bill, I am being charged .12/kWh. When I called I was advised that I now had a fluctuating rate because my contract was not renewed. I did NOT renew my contract because I do not want to do business with Direct Energy. Their practices are dishonest or at best misleading. I have cancelled my service with direct energy but am requesting a refund of $91.30 because that is the difference between what National Grid charged me for the same exact period of the same exact energy usage. Why on earth would I be willing to pay 75% more for the same exact thing? In speaking to a representative at Direct Energy today, I said that it was ridiculous and unacceptable to charge people this much more and the response I got was, "I know, but it's in the terms and conditions." I went to the website to pull up these terms of service: https://directenergy.gesc.com/Products/TCPage.aspx?Doc=MECOTCIP. Not surprisingly,I could not get to the terms of service because the link doesn't work. The link to the rate plan summary does not work either: https://directenergy.gesc.com/Products/RatePlanSummary.aspx?RateID=49812&sc=RES&esco=DER. I requested to speak to a supervisor and was told one was not available and I would receive a call back. That did not happen.

Desired Settlement: $91.30 refund due to a 75% higher charge than I would have received had I NEVER done business with Direct Energy or at the minimum had they notified me that the rate was going up 75%.

Business Response:

August 20, 2013

 

Customer Name: ****** ******

Account Number: **********

Case Number: *******

 

Good Afternoon;

 

The account belonging to ****** ****** was enrolled with Direct Energy on March 6, 2012. The electric account was enrolled for a fixed rate at fixed at $0.0743/kWh for twelve (12) months with no cancellation fee.

 

Direct Energy investigated *** ******’s complaint in detail. Direct Energy has determined that *** ******’s initial contract ended on April 9, 2013. Following the expiration of *** ******’s contract her account was automatically renewed to a month-to-month variable rate. In regards to the mailers *** ****** received, Direct Energy has confirmed that these are Massachusetts Power Disclosure Label sent to all customers. This document  includes the average price of generation service for customer in Massachusetts. *** ****** was sent three of these mailers and in each case the rate of $0.091/kWh was listed as the average rate.  We have also checked the links provided in *** ******’s complaint and they both appear to be working. 

 

Ms. Mulvey’s account is scheduled to cancel on September 10, 2013. No reimbursement is owed to *** ******.

 

On August 19, 2013 Direct Energy attempted to make contact with *** ****** however, our attempt was unsuccessful. Direct Energy left a voice message with the number to our Resolution Department and *** ******’s complaint ID number for her to contact us if she has any further questions.

 

Please let me know if you have any further questions.  

 

Sincerely,

****** *****

###-###-####

Business Response:

August 20, 2013

 

Customer Name: ****** ******

Account Number: **********

Case Number: *******

 

Good Afternoon;

 

The account belonging to ****** ****** was enrolled with Direct Energy on March 6, 2012. The electric account was enrolled for a fixed rate at fixed at $0.0743/kWh for twelve (12) months with no cancellation fee.

 

Direct Energy investigated *** ******’s complaint in detail. Direct Energy has determined that *** ******’s initial contract ended on April 9, 2013. Following the expiration of *** ******’s contract her account was automatically renewed to a month-to-month variable rate. In regards to the mailers *** ****** received, Direct Energy has confirmed that these are Massachusetts Power Disclosure Label sent to all customers. This document  includes the average price of generation service for customer in Massachusetts. *** ****** was sent three of these mailers and in each case the rate of $0.091/kWh was listed as the average rate.  We have also checked the links provided in *** ******’s complaint and they both appear to be working. 

 

Ms. Mulvey’s account is scheduled to cancel on September 10, 2013. No reimbursement is owed to *** ******.

 

On August 19, 2013 Direct Energy attempted to make contact with *** ****** however, our attempt was unsuccessful. Direct Energy left a voice message with the number to our Resolution Department and *** ******’s complaint ID number for her to contact us if she has any further questions.

 

Please let me know if you have any further questions.  

 

Sincerely,

****** *****

###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ** ****** ******* from Direct Energy was knocking on all the doors in my apartment building while I was at work. When she knocked on my door, y elderly father answered as I was away at work. She told my father that she needed to speak to the person in charge of the energy bill as there was a problem that required a face to face meeting. She then gave her contact info (###-###-####) with my father and insisted that he call me in front of her. She left when he refused. My father called me at work to tell me abou the situation. I already assumed that this was an energy supplier giving false information to frighten us into enrolling into their program. When I called ** ******* and asked what the visit was in reference to, she said she could not say over the phone and asked when I would be home, (I responded 7pm, thinking that she would call me back at that time) and that this meeting was regarding a notice on the back of my energy bill. I told her that i do not receive a paper bill as I use the e-bill service and she stated that I should print a bill from the internet to discuss with her. I told her I am not interested in enrolling with an energy supplier to which she cut me off and stated "YES, YOU HAVE TO TAKE THE MEETING, I WILL BE WAITING FOR YOU AT YOUR RESIDENCE WHEN YOU GET HOME TONIGHT" I told her that she was threatening me now after I refused her services and that I will call the police if I see her at my apartment building and I hung up.

Desired Settlement: I do not want ** ****** ******* or anyone from DIRECT ENERGY to ever contact me or my family again.

Business Response:

August 20, 2013

 

Customer Name: ***** *********

Account Number: Not Enrolled with Direct Energy

Case Number: *******

 

Good Afternoon;

 

***** ********* is not currently enrolled with Direct Energy.

 

Direct Energy investigated *** ********* complaint in detail. Direct Energy has determined that the Sales Representative that visited *** ********* may have breached Direct Energy's sales polices. Direct Energy takes these issues very seriously and has sent a representative from the Sales Quality Team to the office assigned to *** *********’s area to conduct mandatory training sessions. The sessions are geared at stressing the importance of letting the customer know the reason why we are at their door.  Also, the training session will cover best practices; most importantly when dealing with elderly customer. Also, Direct Energy has placed the Sales Representative that solicited *** ********* on suspension.

 

Direct Energy strongly feels that this complaint was easily avoidable. To ensure no further solicitation efforts are made to *** ********* Direct Energy has added *** ********* telephone number at ###-###-#### to our Do Not Call List and her address at *** **** ** ****** *** ** ****9 to our Do Not Knock list. Direct Energy would like to advise *** ********* that it can take up to 30 days for all solicitation attempts to cease.

 

Due to the nature of the complaint Direct Energy did not attempt to make contact with *** *********, however if *** ********* has any further question she is welcome to contact Direct Energy’s Resolution Department at ###-###-####.

 

Please let me know if you have any further questions.  

 

Sincerely,

****** *****

###-###-####

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2013 Billing/Collection Issues
8/23/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contracted with Energetix, Inc., now Direct Energy, for my electric generation supply. The contract was for a Fixed Price of $0.08423 / kWh and a fixed term of 12 months. The contract specified that with a fixed term agreement “…we will send you a written notice in each of our last two bills or in separate mailings between 45 and 90 days before the expiration date…”. No written notice was ever provided as required by the terms of the contract. A June 17, 2013 letter from Direct Energy to myself confirms that a renewal notice was not sent informing me that my fixed rate contract was due to expire. Failure to send the renewal notice was a breach of the contract terms by Direct Energy. I was billed (*) a total of $409.81 for the 2/28, 3/29, 4/29, 5/29 and 6/27 billing periods. I received a reimbursement of $67.43 for the difference between the variable rate and fixed rate for this period. I calculated the total costs for the period in question at my fixed contract rate of $0.08423 / kWh and determined that the refund should have been $87.13 and not $67.43. The reimbursement shortage is $19.70. The reimbursement should have been computed at my contract fixed rate of $0.08423 / kWh. Direct Energy breached the contract terms and therefore cannot change my contract fixed rate when computing my refund. (*) Billed at a Variable Rate and not Fixed Rate per the Contract.

Desired Settlement: Issue refund check for $19.70.

Business Response:

August 21, 2013

 

Customer Name: ****** ***** 

Account Number: **********

Case Number: *******

 

Good Afternoon;

 

The account belonging to ****** ***** was originally enrolled with Energetix on December 26, 2011. Energetix was purchased by Direct Energy and effective December 10, 2012 the account was migrated to the Direct Energy Services brand. On November 06, 2012 a letter was mailed to *** *****’s billing address notifying him of this change. At the time of the acquisition, *** *****’s account was receiving a fixed rate at $0.08423/kWh for 12 months with no cancellation fee.

 

Direct Energy investigated *** *****’s complaint in detail. Direct Energy has determined that *** *****’s fixed rate ended on January 27, 2013. However, *** ***** was not sent a renewal letter prior to the expiration of his fixed rate as is required by his terms and conditions.

 

As a result Direct Energy has processed and sent out a refund to compensate *** ***** for the overcharges he received due to his account automatically renewing to a variable rate. The refund was processed and sent out on June 25, 2013 in the amount of $67.43 Check # *********5. This refund was based on the difference between the variable rate and *** *****’s local utility company’s rate for the period of January 27, 2013 thru July 25, 2013. Also on August 21, 2013 Direct Energy processed an additional refund in the amount of $19.70. This added refund will cover the rate difference between the local utility’s rate and *** *****’s prior fixed rate. *** ***** can expect this additional refund in the next 4-6 weeks.

 

*** *****’s account was cancelled on July 25, 2013. Direct Energy made contact with *** ***** on August 20, 2013. Direct Energy offered *** ***** an apology for any inconveniences this issue may have caused. Direct Energy also advised *** ***** that we have requested an additional refund for him and if approved he will receive it in 6-8 weeks. *** ***** is satisfied.

 

Please let me know if you have any further questions.  

 

Sincerely,

****** *****

###-###-####

 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

****** *****

 

 

 

Consumer Response:

August 24, 2013

Better Business Bureau, Inc. (Upstate, NY)

100 Bryant Woods South Amherst, NY 14228

Dear ******* *******

I DO NOT accept the Business Response for the following reason:

When I spoke with the Direct Energy Services representative, *******, on August 20, I was assured that my refund would cover the billing period through July 25, 2013. This is also confirmed in their reply, "This refund was based on the difference between the variable rate and *** *****'s local utility company's rate for the period of January 27, 2013 thru July 25, 2013." I was mislead that they would recalculate the refund that was due when I accepted their reply. In fact, they will not be providing a refund through July 25, 2013 as they have stated.

When I filed my complaint on July 17, 2013, I had not as yet received a bill covering the period June 24,2013 through July 25, 2013 and therefore I had requested a refund of $19.70. After factoring in the bill for the period June 24, 2013 through July 25, 2013 the additional refund I am owed should be $25.61, NOT $19.70. 

I have attached copies of all bills for the period January 27, 2013 through July 25,2013 and a statement of my calculations for their review.

In summary, I was billed $541.06 by Direct Energy for the period January 27, 2013 through July 25, 201. Had my contract rate of $0.08432 $/kWh been applied, the charges would have only been $448.02. I was therefore overcharged $93.04. 

I am therefore owed a refund of $25.61, less the $67.43 already refunded.

I initially contacted Direct Energy on July 1, 2013 and I am very disturbed that it will still take another 6-8 weeks to receive my refund " .. .if approved".

I therefore must insist that the entire $93.04 overcharge be refunded, not a penny less than what I am owed. 

Therefore, I reject the business's offer of an additional $19.70 refund and request a refund in the amount of $25.61. This was a breach of the contract terms and conditions by Direct Energy and I am entitled to be made whole. $19.70 DOES NOT make me whole, $25.61 does. 

Sincerely,

****** * *****

 

Consumer Response:

September 1, 2013
Better Business Bureau, Inc. (Upstate, NY)
100 Bryant Woods South Amherst, NY 14228
Re: ******* *********
Dear ******* *******
I recently received a reimbursement check in the amount of $19.70 from Direct Energy. The
letter accompanying the check stated: “Please find enclosed the reimbursement check that was
discussed during our call.” This letter is factually in error as to what was discussed during our
call. During the referenced call, Direct Energy agreed that my refund would cover charges
through July 25, 2013 and that the amount of the refund due would be recalculated.
Apparently, the refund due was not recalculated as the $19.70 reimbursement check does not
cover the 06/24/2013 to 07/25/2013 billing period.
I submitted my original complaint on July 17, 2013 and the bill for the 06/24/2013 to
07/25/2013 period was not issued until 07/30/2013. The bill for this period was therefore
issued after my complaint had been filed and was not factored into the amount of the refund I
was due.
The $19.70 reimbursement does not satisfy the original $93.04 overcharge for the period
01/27/2013 through 07/25/2013. I am requesting an additional refund in the amount of Five
Dollars and 91/100 ($5.91), for full satisfaction of what I am owed.
Sincerely,
****** * *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: CPL & WTU Retail ###-###-#### keep calling my phone number. I have asked them to remove the number from all data bases as I do not know who the person ( ****** *******) is. It starting to irritate me making my aniexty kick in and making me mean and uncontrollable.

Desired Settlement: I want a formal apology from the Corporate Office. I want my phone number removed from there data bases so it no longer calls me. I want the harassment to stop from whomever thinks this number belongs to this ****** ******* or that I know this person. I do not I just moved to San Angelo in **** **** and ********** gave me this number.

Business Response:

 

COMPLAINT SUMMARY:

Mr. ****** states that CPL & *** ****** ****** keep calling his phone number asking for a ****** *******, who he is not familiar with. He states that he has requested his number be removed from their database, but they have not stopped calling him and it is causing him anxiety. Mr. ****** would like an apology from the corporate office and his number removed from all their databases, so that he will not receive any further calls.

SUMMARY OF INVESTIGATION:

Our records confirmed that Mr. ******’s number ###-###-#### is associated with a *** ****** ****** account that is currently in collections; hence Mr. ****** has been receiving collection calls for this accounts overdue balance.

On ****** *** ****, *** ****** ****** removed Mr. ******’s phone number from our customers account and has placed his phone number on our do not call list. A note has also been placed on our customers account to never update the account with his phone number.

*** ****** ****** contacted Mr. ****** on ****** *** **** and apologized for his inconvenience and advised him of the above actions that have been taken on his behalf. Mr. ****** was satisfied with this resolution.

 

COMPANY RESPONSE:

*** ****** ****** has removed Mr. ******’s account and taken all steps possible to ensure that he does not receive any further phone calls from CPL & *** ****** ******. Mr. ****** was satisfied with this resolution.

*** ****** ****** prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Mr. ****** has any further questions regarding this matter, *** ****** ****** would be more than happy to discuss this issue further.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

8/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Prior to bringing this issue to the attention of Direct Energy, I was a customer of theirs for residential electric generation. I was contracted at .081980 per unit. They raised my rate without warning by 30 - 40%. According to the signed agreement, I was to be notified twice in writing before any price increase. I've tried to get resolution through Direct Energy, but to no avail. Here is the background of my situation:5/6 - noticed sharp spike in my **** bill. Called Direct Energy Customer Support to inquire. CSR confirmed that they should have sent notifications to me, but never did so. She claimed that they (formerly called *********) merged with Direct Energy and notification did not go out to customers. I was referred back to the Resolutions Department. I was told that they will review my complaint and call me within a week. I terminated services with Direct Energy that day.**** - I never received a call from the Resolutions Center, so I followed up. Speaking with a CSR in the Resolutions Center, I was told that it would take 2 months for my new supplier to take over, so I will continue to be charged their rate until that time. I would be refunded the difference between my contracted rate of .0819 and the variable rate being charged.**** - Again, followed up with Resolutions Center for a status. I was again told that I would be cut back the difference between the contracted fixed rate and what I was charged. Effective ****, the new supplier was to take over.**** - Received letter and check with a refunded amount of $81.97. They cut me a difference between the **** variable rate and the rate they charged me. I do not accept this and the check is in hand, not cashed.**** - Spoke to ***** in Resolutions. She calculated my usage and rate difference. She confirmed my usage and the difference between the contracted rate and what was charged. We both agreed that I should see a refund of $179.58. It would be resolved.**** - Followed up. Same story. No resolution.

Desired Settlement: I want a refund of $179.58 which is what was agreed to from the onset; difference between fixed rate and their variable rate charge. I brought this to their attention, not the other way around. I received no notification to even react and shop around for a new contract with them or another supplier. At not fault of my own, my charge went from 8 cents to 12 cents during heavy usage. You have to wonder how many others were impacted? The Pennsylvania Utilities Commision is my next letter.

Business Response:

The account belonging to ***** ******* was originally enrolled by ********* ******* *** ****. In ******** ****, Direct Energy Services acquired ********* and on ******* *** **** Mr. *******’ account was rebranded under the Direct Energy Services name. At the time of the acquisition the account was enrolled for a fixed rate at $0.08198/kWh for 12 months with no cancellation fee.

 

Direct Energy investigated Mr. ******* complaint in detail. On ******** *** **** Mr. ******* fixed contract ended and he was renewed to a monthly variable rate. However, due to a system error Mr. ******* was not sent a renewal letter to inform him that his rate was about to expire. Therefore, Direct Energy has decided to refund Mr. ******* the different between Direct Energy’s variable rate and his local utility company rate starting with the ******** *** **** billing cycle. This refund was calculated and issued to Mr. ******* on **** *** **** (check # **********) in the amount of $81.97. Mr. ******* contacted Direct Energy as he had previously been advised that he would be refunded based on his initial rate of $0.0819/kWh. Direct Energy had forwarded Mr. *******’ concerns to our Billing Department and an additional refund in the amount of $97.61 was approved on ****** *** ****. This additional refund was calculated based on Mr. ******* previous rate of $0.0819/kWh and the variable rate he had been billed. Mr. ******* can expect to receive his check within 4-6 weeks.

 

Direct Energy spoke to Mr. ******* on ****** *** **** advised him of the above mentioned findings. Mr. ******* understood and was satisfied with the resolution. He was provided with the Resolution Department’s phone number, should he need any further assistance.

 

Please let me know if you have any further questions.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Company resolved the complaint issues. The consumer acknowledged acceptance to the BBB.

8/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Direct Energy LP has repeatly mislead me from day one. They told me that I can switch from power-to-go to a monthly bill. It required me to pay a deposit of $200. if I sent in my paperwork for low income. So I faxed in my papers for low income which enabled me to only pay $150 and I could paid the rest later. They told me that my energy would be switched in three bussines days. On the 7th day still no word from them so I called. I talked to three different people and they told me that my power would be switch in 5 days. So I was tranferred to te fourth person and they told I didnt have a account. So I had him to do more research and they tried to swtitch my energy back to my old account witch was not told to me. And then he told me my deposit was on hold and that I could not switch due to a past due balance. So by now I'm very upset. So then I demanded a refund for a deposit of $150. They had my on hold for 30 minutes and old me my refund would be back on my card in 5 business days. Two weeks goes by so I contacted them. A representive told me that my refund should be in the mail. So Another week goes by which is today **** *******. Still no sign of my check in the mail. I contacted them and they told me that I have to wait 20 days to get refund and that it will be mailed on ****** ***. So I asked to talk to the ** *******. She stated her name was ******* ** ****** and she was very rude so I asked to speak with her manager abover her and she stated that ther was no ** ******* nor a ******* above her. I asked her to repeat that and then she stated that she was the only manger will be allowed to speak with. This company has a staff full of liars and dont no care about ther customers. Direct Energy

Desired Settlement: Refund back on card immediately

Business Response:

SUMMARY OF INVESTIGATION:

Our records confirmed that *** ****** contacted Direct Energy on ******** *** **** to enroll for service at **** **** *** ******* ** ********** with a fixed rate under a postpaid account. Her service was established on ******** *** **** and her first invoice was issued on ******** *** **** for $177.63, which included a previous balance of $99.15 from her previous premise and current charges of $78.48, due ******** *** ****. No payment was received for this invoice and her next monthly invoice was issued on ******* *** **** for $707.89, which included a past due balance of $177.63 and current charges of $530.26, due by ******* *** ****.

*** ****** contacted Direct Energy on ******* *** **** to dispute her usage from ******** *** **** through ******* ** **** and Direct Energy requested a meter re-read from her TDU, this meter re-read came back as valid and correct. Direct Energy received a payment of $177.63 on ******** ** **** bringing her account balance to $530.26. *** ******** monthly statement was issued on ******** *** **** for $935.11, which included a past due balance of $530.26 and current charges of $404.85, due by ***** ** ****.

*** ****** contacted Direct Energy on ***** ** **** and was advised of her current balance. The agent then offered *** ****** a $50.00 credit to move her service to a prepaid account. *** ****** agreed to this and her service was switched to prepaid on ***** ** ****. Ms. Mathis again contacted Direct Energy on ***** ** **** regarding her high bill and was advised that her meter re-read had been confirmed as valid and was provided her TDU’s contact information to have the matter investigated further.

On ***** *** ****, Direct Energy transferred *** ******’s final postpaid account balance of $1211.14 to her prepaid account. This amount was placed under a Deferred Payment Plan (DPP), where 25% of every payment made to her account will be applied to this balance. A condition of this payment plan is a Switch Hold being placed on her ESI ID. This Switch Hold will not allow her ESI ID to be moved from postpaid to prepaid services and vice versa and prohibits *** ******’s ESI ID being moved to a different service provider.

*** ****** advised Direct Energy that she would like to go back to her postpaid account on **** ** **** and she was assessed a $250.00 deposit. Direct Energy then received *** ******’s low income documentation and her deposit was split into two payments of $125.00. Ms. Mathis made a payment of $125.00 on **** ** **** and a Move In to establish service was issued the same day. This Move In was cancelled due to the Switch Hold on *** ******’s ESI ID.

*** ****** was contacted by Direct Energy on **** *** **** and was advised that due to the Switch Hold on her account the Move In had been cancelled. Direct Energy further advised *** ****** that this Switch Hold would be temporarily removed to facilitate her move to a postpaid account. *** ****** advised the agent that she no longer wished to transfer her service to a postpaid account and would like her $125.00 deposit refunded to her. The agent then advised *** ****** that her transfer of service to a postpaid account had been cancelled and she would receive a refund, but was not given a specific time frame.

Direct Energy issued a refund request on **** *** **** for *** ******’s $125.00 deposit. This request was placed on hold for twenty days per company policy, to ensure that the payment clears. All refund requests require four to six weeks to reach a customer.

*** ****** contacted Direct Energy in **** *** **** requesting the status of her refund. Direct Energy advised her that her refund will be completed in four to six weeks per company policy and her check would be sent sometime after ****** ** ****. *** ****** then requested the HR manager and the agent advised her they did not have a HR manager but offered to transfer *** ****** to her supervisor. *** ****** was then transferred to the supervisor and at no time did the agent advise *** ****** that there was no supervisor available.

Lastly, at no time was *** ****** advised that Direct Energy did not have an account and *** ******’s refund should reach her in the next three weeks.

COMPANY RESPONSE:

Our records confirmed that *** ****** was moved from a postpaid to a prepaid account on ***** ** ****. She then contacted Direct Energy on **** ** **** requesting to be moved back to her postpaid account. She was assessed a $250.00 deposit which was split into two payments of $125.00 due to her provision of low income documentation. *** ****** made a payment of $125.00 on **** ** **** and a Move In was issued the same day. This Move In cancelled due to a Switch Hold on *** ******’s premise. Direct Energy then contacted *** ****** on **** *** **** and advised her of the delay and advised her that the Switch Hold would have to be temporarily removed to facilitate her move to a postpaid account. *** ****** then cancelled this transfer and requested a refund of her $125.00 deposit. A refund request was issued on **** *** **** and was held for twenty day to ensure her payment cleared. *** ****** should receive her refund check in the next three weeks. Lastly, at no time was *** ****** advised she would receive her refund any faster than the previously mentioned refund process, nor was she denied a supervisor.

 

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If *** ****** has any further questions regarding this matter, Direct Energy would be more than happy to discuss this issue further.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

These acusation are false. And I have yet to receive my refund in the mail. Customer Service and response did not meet my satifation.

Regards,

******** ******

 

Business Response:

Good morning,

 

Direct Energy would like to provide the following update for *** ******** ******** BBB complaint and would like the status of this complaint to be resolved. Per Direct Energy’s records, *** ****** received and cashed her $125.00 refund check on ********* ** ****. Please advise if any further information is needed to resolve this complaint.

 

Thank you,

 

 

****** *******

Direct Energy - *****

********* ************** ********** ***** ************ ****** *******************************

 

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Company resolved the complaint issues. The consumer failed to acknowledge acceptance to the BBB.

8/17/2013 Billing/Collection Issues
8/15/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Gateway advertising said their rates would be lower that currnet public utility suppliers. They start with a fixed rate that saves maybe 15% over rates of normal suppliers, but after a few months they switch you to a "variable rate" that is 20% higher for electricity and 50% higher for natural gas. No notice that your rates have changed or any offer to renew at another fixed rate.- A form of "bait and Switch". When I called , they offered another fixed rate for 18 months but would not send me a copy of the agreement unless I agreed over the phone to the extension. I told them absolutely not. I am requesting they refund the excess over the rates charged by the public utility suppliers. When I see a total of 51 complaints, I realize I am dealing with a sneaky company that does not send information to customers. Also, I fully understand why they are not a BBB member. If anyone decides to do business with this company, I urge you to be extremely cautious, don't agree to anything over the phone and close the door if they come to your home. The $75.00 gift card is a lure they dangle but you will end up paying several times over the gift card when they switch you to a variable rate that is MUCH higher than market prices.

Desired Settlement: Refund-Cash

Business Response: Good Afternoon;

The accounts belonging to ***** ****** were enrolled with Gateway Energy Services on July *, 2012 by way of an
outbound sale. The gas account was enrolled for supply service on a fixed rate of $0.539/therm and electricity account
was enrolled on a fixed rate of $0.830/kWh. Both accounts had contract end dates of January **, 2013 with 3 months of
additional service on variable rates with no early termination fees attached. *** ******'s accounts are currently on
variable rates.

Gateway Energy Services has investigated *** ******'s complaint in detail. During the enrollment process, *** ******
participated in a Third Pmty Verification call (TPV) at which time he accepts all terms and conditions of service, including
an additional 3 months at a variable rate at the end of his initial term, for both his gas and electricity accounts. *** ******
was also mailed a written copy of the terms and conditions, which outlined everything he had verbally accepted (a copy of the
TPV and terms and conditions are attached for your review). *** ******'s initial contracts both ended on January **, 2013
and as per the terms and conditions accepted by *** ******, his accounts reverted to the monthly variable rate.

Gateway Energy Services offered to renew *** ******'s accounts onto fixed rates again; however, *** ****** declined
the offer as we were not able to send him terms and conditions of the offer prior to his acceptance. Gateway
Energy Services received notification from *** ****** 's local utility company's that his gas service with us would be
canceled as of September **, 2013 and his electricity service would be canceled as of August **, 2013.

Gateway Energy Services attempted to reach *** ****** to advise him of the above mentioned findings; however,
our attempt was unsuccessful. *** ****** is encomaged to contact the Resolution Department at his earliest
convenience, at ###-###-#### , should he need any further assistance.

Please feel free to contact me if you have any further questions or concerns.
Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am suppose to be a pre paid *** customer. Everything was fine till Nov ****, when the notices of my daily electric usage stop coming in my emails. My balance of payment ran out and my service was turned off in *** ****. I made a payment and questioned *** on why was I not receving emails from them anymore. They said I was enrolled in the pre paid account and apologize that I was not receiving emails and that I shoudl be receiving emails again. I never did received emails and my balance ran out again and they turned off my service again. This causes my frigerator contents to go bad, my plants to die, and my visitors to suffer in the heat. I spend hours on the phone trying to resolve the problem. ******** ******** states this is not their problem and refer me back to ***. *** refers back to ******** ********. This has got to stop. Who is paying for the inconvenience of their incompetence. ME!!!

Desired Settlement: I want *** to get their act together. Send me my notices of usage and my account balance so that I have money in my account to pay the bill and for them to stop turning off my service. They should reimburse me for the loss of fridge contents and loss of plants x

Business Response:

COMPLAINT SUMMARY

Ms. ******* states that she is a *** prepaid customer and began having issues with her account in November ****, when she stopped receiving notices of her daily usage via email. She states that her service was disconnected in **** **** and when she questioned *** as to why she had stopped receiving email notices, they apologized and advised she should again begin receiving her notices. Ms. ******* states that she did not receive any email notices and her service was disconnected again, ruining the contents of her refrigerator and killing her two plants. She states that she has been passed back and forth between *** and ******** ********, without a resolution. Ms. ******* would like notices to be sent to her and she would like to be compensated for her loss of food and plants.   

 

SUMMARY OF INV**TIGATION: 

Our records confirmed that Ms. ******* enrolled with *** prepaid services on ******** *** **** and her service began the same day. Ms. *******’s account sends her nightly usage reads via email to *************** and *** has no record of these emails not being sent since the establishment of her account.  

 

On **** ** ****, Ms. *******’s account had a negative balance of -$**** and she was sent both a low balance warning and an impending service disruption notice the same day. Due to no payment being made, *** issued a disconnection order on **** ** ****, which completed on **** ** **** at *******. After the disconnection, Ms. ******* was issued a notice, advising that after ten days of continuous disconnection her account would be terminated.  

 

*** received a payment of $****** for Ms. *******’s account on **** *** **** at *******. *** then issued a reconnect order for Ms. *******’s **I ID. Ms. ******* then contacted *** about her service not being restored and she was advised that the *** had attempted to remotely reconnect her service three times without success and would have to send out a technician to reconnect her service manually. The *** advised *** that Ms. *******’s service was reconnected at .  

 

On **** *** ****, Ms. *******’s account again had a negative balance of $**** and she was sent both a low balance warning and an impending service disruption notice the same day. *** issued a disconnection order due to nonpayment the next day and her service was disconnection was completed on **** *** ****. *** received a payment of $****** on **** *** **** for Ms. *******’s account and her service was restored at. The same day Ms. ******* contacted *** to change her contact information and requested that she receive both email and *** text message notifications and advised that she had not been receiving her daily notifications via email. 

 

*** addressed Ms. *******’s concerns regarding not receiving her emails on **** *** **** with an email advising her to update her SPAM filter to included “**********************************” to her approved senders list. Ms. ******* has been receiving her nightly usage reads via both email and *** text message since **** *** **** and she has a current positive balance of $*****, which is estimated to cover the next seventy days of usage.  

 

Lastly, there is no record of Ms. ******* contacting *** prior to **** *** **** stating that she was not receiving daily email notifications. *** will not be providing Ms. ******* with any compensation for food or plants due to each time she was disconnected was the result of nonpayment.    

  

COMPANY R**PONSE

Our records confirmed that Ms. ******* did not contact *** from November **** through **** *** ****. *** validly disconnected Ms. ******* on **** ** **** and **** *** ****, due to nonpayment. Ms. ******* updated her contact information on **** *** **** and requested she be sent her nightly usage reads and all notifications via both email and *** text message. *** will not be providing Ms. ******* compensation for food or plants due to two separate valid disconnections. 

*** prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Ms. ******* has any further questions regarding this matter, *** would be more than happy to discuss this issue further.  

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I were approached at our home for Direct Energy's "savings" . It was depicted to us that signing up for DE through Con Edison would mean we'd save likely because of the fixed rate AND we'd ONLY BE CHARGED ONCE by Direct Energy through Con Edison. Now we are being swindled for over 200% more of the amount (we are being charged twice, according to the customer service representative my wife just spoke to at Direct Energy). There was no apology for this on the phone, no recognition of the scam, no concern for the fact that we would report this dishonesty in their business to anyone. This company is charging customers twice but all under the guise that you have a good chance at paying less AND you would only be charged once, not DOUBLE.

Desired Settlement: This "business" owes its customers the charges they swindled away and they ought to explain things honestly. The customer service department we just dealt with was completely unkind, impatient, would not explain much, and sounded annoyed that we would question the 200% amount of charges. When asked, "How is this a benefit?", the customer service representative could not answer. This is a true scam.

Business Response:

July 24, 2013

Customer Name: ******* ******

Account Number: ***************

Case Number: *******

The accounts belonging to ******* ****** were enrolled with Direct Energy on September 14, 2012 by way of a door to door sale. The gas account was enrolled for supply service on a fixed rate of $0.599/therm for 12 monthly billing cycles with no early termination fee attached. The electricity account was enrolled for supply service on a fixed rate of $0.0929/kWh for 6 monthly billing cycles with no early termination fee attached. The electricity account is currently still being billed at the agreed upon rate.

Direct Energy has investigated *** *******s complaint in detail. On September 14, 2012 ********* ******** participated in a Third Party Verification Call at which time she enrolls *** ******’s gas and electricity accounts for supply service with Direct Energy. *** ******** states she is the authorized spouse of the account holder and accepts all terms and conditions of service (the TPV is attached for your review). It is very clear during the TPV that she is enrolling for supply service and that the delivery charges and any state and local taxes from the utility company are separate from the supplier charges. The agent also explains to *** ******** that the Direct Energy charges will appear on her bill as a separate line item. *** ****** and *** ******** are not being double billed nor are they being charged 200% more as Direct Energy customers. Direct Energy would like to apologize to *** ****** if the billing process was not properly explained to him; however our records indicate his account is being billed correctly as per the terms and conditions that were accepted (the terms and conditions and the signed contract are attached for your review). If *** ****** is seeing more than one charge for gas and electricity supply service on his bill, he is encouraged to fax a copy of his bill to ###-###-#### for further review.

Direct Energy attempted to reach *** ****** on July 22, 2013 to advise him of the above mentioned findings; however, our attempt was unsuccessful. A voicemail message was left with the Resolution Department’s phone number, should he need any further assistance.

Please feel free to contact me if you have any further questions or concerns.

Sincerely,

**** ****

###-###-####

Direct Energy’s Resolution Department

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The claim was that Direct Energy deceived both myself and my wife in purporting to provide services that were in lieu of the charges that would already be assessed by Con Edison.  A different line for each item does not fully indicate that each charge is a separate 100% amount of the utilities used.  If Direct Energy is using a deceivingly long contract with questionable door-to-door tactics, that is not the consumer's fault.  In addition, the door-to-door Direct Energy represented falsely claimed they were from our utility company.  They were not part of Con Edison nor do they work with them.   This type of incident is well documented by other (unhappy) former and current Direct Energy customers all over the Internet. 

Regards,

********* ******** *** ******* ******

 

 

Business Response:

July 30, 2013

 

Customer Name: ******* ******

Account Number: ***************

Case Number: *******

 

Good Afternoon;

 

Direct Energy has further reviewed the concerns expressed by Mr. ******* ******.

 

 

*** ********* ******** (authorized spouse) accepted all of the terms and conditions to enroll these accounts for supply service. Direct Energy is not charging *** ******’s account for anything other than what was agreed to. Should *** ****** have any documentation showing otherwise, he is encouraged to fax it to the Resolutions Department at ###-###-#### for further review. As far as misrepresentation is concerned, one of the first questions that *** ******** is asked during the Third Party Verification Call is whether or not our agent represented herself as being from Direct Energy and not the local u