Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We requested a discontinuation of power from Direct Energy Regulated Services at our lake lot located at ***************************************, **, ****** in Oct 2023. In April and June 2025, we received emails with charges from Direct Energy which initially we ignored as we had no accounts with them, especially after we sold the lake lot in June 2024. After calling Direct Energy, it appeared that a new account has been opened on our name unbeknownst to us. We stated we disconnected the power as we were selling the lake lot, and we sold it in June 2024. After providing the sales contract, the charges were adjusted from $**** to $***. It appears we are getting charged from the moment we disconnected the power in Oct 2023 to June 2024 when we sold the place. Our concerns are why is Direct Energy allowed to open accounts on customers names without even informing them. Why are the customer service agents not informing us that calling to disconnect the power does not mean that we are done with the bills and that there would be additional charges. If we were asked if we are just closing the account or we would like to rip the power lines, we would have opted to rip the power lines to the property. I assume Direct Energy trains the agents not to tell the customers that they have a choice. I bet many would pick to rip the lines and not deal with Direct Energy ever. Now, a year later we are informed that we owe money to Direct Energy because they allow the lines to run to our property. Again, why were we not informed that there is a new account open on our name? How would Direct Energy like if someone opens an account on their name and start charging them without even informing them? This is a scam that Direct Energy is running despite all the complaints. I would NEVER EVER choose Direct Energy, and I would advise everyone I know against them.

  Customer Answer

  Date: 12/08/2025

  My account # is ************ created by ********************************************* on my name (******* *******).

  Business Response

  Date: 18/08/2025

  Customer had electric account ************ with **********************, contacted us on *****-2023 to de-energize Site ID ******************** *** ** ** *** COUNTY OF **********), agent sent a de-energize and explained idle charges and to contact distributor (****) to verify if they will be subject to them, customer agreed. On 10-18-2023 site was de-energized. On 10-26-2023 customer called to confirm de-energized and to cancel the account, the agent cancelled the account as of 10-27-2025, asked if they called **** about idle charges, customer said she hasnt call yet, agent advised again to contact **** to verify if they will be subject idle charges, customer agreed. On ******2023 new account was opened as we were receiving charges from ****, and customer was still listed as the owner. On 12-19-2023 we started sending monthly bills to the address on file ********************* AB but they were returned. From March to July 2025 multiple reminder calls and emails were sent regarding the balance. On **-05-2025 **** ******* called regarding overdue balance. Agent informed old account was closed with $* balance, new account ************ was opened on ******2023 due to vacancy and we found that ******* ******* was still the owner, the site was already disconnected, investigation case created. On **-06-2025 email sent requesting sales agreement to proceed with corrections, customer provided it. On **-07-2025 email sent to advise corrections were made and charges from 06-11-2024 onward were removed, leaving $****** balance. Same day customer called about the remaining amount, agent explained it was due to idle charges. On **-**-2025 our team explained vacancy process and sent all the invoices generated as requested. Called ******* and he requested to contact **** *******.  We reached Iana and informed that the idle charges are valid, we previously advised to contact the distributor to verify if they will be subject to idle charges.

  Customer Answer

  Date: 19/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  In the response from Direct Energy it appears that the address where the invoices were sent is incorrect. The bills have been returned to Direct Energy and they did not contact us upon the return of the first or second invoice. In the discussion with Direct Energy,  **** ******* stated that she did not recall any instruction to call **** for the idle charges. If this has ever been mentioned, it most likely sounded that **** will be charging us - as per the agent explaining this today, ********025, ATCO "may or may not charge the customer for idle charges". According to Yana's recollection, the agent who disconnected the power and cancelled the account, stated that we do not owe anything else to Direct Energy. With this said, we will settle the bill and we do not want any more calls from Direct Energy. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 20/08/2025

  Our agents went over the **** charges on the call and both agents advised to contact the distributor to verify if they will be subject to idle charges, and these calls were recorded. Yes, ************* charges the customer and these are **** charges that ********************** as a default provider bills to their customers. Charges are valid. The invoices were sent to the same mailing address as the original account number ************; wrong account number was originally provided **************.

  Customer Answer

  Date: 20/08/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 202*, I was contacted by a collections agency regarding a utility account opened under my name for a property I have never owned, rented, or been associated with. Direct Energy used a "vacancy clause" to pull a land title and assign billing responsibility to mewithout consent, verification, or notice.I provided a historic land title proving I was never connected to the property. Despite this, I had to repeat myself to at least * representatives. Only one gave an ID number. Some ignored the existing email thread entirely.After nearly three weeks, I received written confirmation on July *, 202* that the account was closed, zeroed out, and collections would stop. The very next business day, July *, I received a new bill for $******** from the same account.I asked for the original land title they claim links me to the property. They either cannot or will not produce itbecause it does not exist. This is a systemic issue, as I found other BBB complaints with similar stories.Desired Outcome:Permanent closure of account #************ Written confirmation that no credit or collections exist on this account A full investigation into how many accounts have been wrongly billed via the "vacancy clause"A formal apology from Direct Energy Immediate correction of all records

  Business Response

  Date: 10/07/2025

  On October **, **23, the natural gas site ID ************* was dropped to the default provider Direct Energy Regulated Services. As per vacancy process approved by ****************************, the land title that was pulled on March **, **24, and the customer **** McKervey was identified as owner for the property, thats why the enrollment was completed under account ************ and backdated to November **, **23. The invoices were sent, but no payment was received. On July **, **24, the natural gas was disconnected for non-payment. On August **, **24, Direct Energy Regulated Services stop providing services, because it is not the retailer of record and the account was canceled. On June 06, **25, the customer contacted us to review collection activities from Direct Energy Regulated Services for the account ************, the customer informed us that he is not the owner for this address and provided a historical land title copy as proof of he is not the owner. After creating a second case for a deep investigation, a new copy of the land title was received that showed that Mr. **** ******** is not the owner of this address. A correction of charges was made on the site, removing the bills and charges from the account ************. We coach our agents to pull out the incorrect land title for this address. I reached the customer, shared the resolution, and the customer was satisfied.  

  Customer Answer

  Date: 11/07/2025

  Thank you for the timeline you provided regarding account #************.
  
  
  I must clarify that, while I appreciate the effort to investigate the matter and correct the record, I have not received any written confirmation from Direct Energy stating that the account has been officially closed, that the balance is zero, and that there will be no further collection or credit bureau activity associated with this account.
  
  
  This is especially important given that on July *, 2025, I was informed in writing that the account was resolved only to receive another bill for over $***** on July *, 2025, just days later.
  
  
  As such, I am formally requesting that Direct Energy Regulated Services issue a written statement confirming:
  
  
  The permanent closure of account #************
  That all charges and bills have been removed
  That no collections or credit bureau reporting has occurred or will occur
  That I will receive no further correspondence regarding this account
  
  
  
  
  Until I receive such documentation, I cannot consider this matter fully resolved. I appreciate your cooperation in providing this confirmation in writing.
  
  
  Sincerely,
  **** ********
  
  

  Business Response

  Date: 14/07/2025

  We informed the customer that the charges under account ************ were removed and there is no pending balance owing and his credit report wasnt affected by this issue.

  The customer requested an email confirmation of this resolution.

  An email was sent to his email address ********************************* 

  Customer Answer

  Date: 14/07/2025

   
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:25/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Direct Energy created an account under my name without my consent, stating I owed for usage on a home I no longer live in, and sold (I have proof) They are saying i owe ****$ but on charger for a time frame between Oct 2023 and May 2024....Which I did not live in the home and the land transfer title was under the new owner.

  Customer Answer

  Date: 25/06/2025

  Hello,

  The account number is ***********

  Thanks

  Business Response

  Date: 02/07/2025

  On April **, 2023, the natural gas was dropped to the default provider. As per the vacancy process approved by ***, the land title that was pulled on May **, 2023 and the customer ******* ******* was identified as owner for the property, the enrollment was completed under the previous account ************ as of April **, 2023. We tried to contact the customer regarding the amount owing, but no response was received. On April **, 2024, a pending disconnection notice was issued asking for $****** with the due date of April **, 2024, and the de-energization process was sent due to the payment not being received. On May **, 2024 we received a call from the owner ***** *****, asking for the note that they received and provided the site ID in the note. The agent searching the site and found an account the customer confirmed that it could be from the previous owner ******* *******. They bought the property on April **, 2023, and did not realize that natural gas needs to be set up for the property. The agent offered to make an enrollment under his name and backdate the move in date; customer does not agree. On May **, 2024, ********************** stop providing services as the site was taken over by a different provider, and the account was canceled. On June **, 2025 ******* ******* contacted us asking information of why he is receiving collections calls from us. After reviewing the information on the account, a case was created. After the investigation was performed, we determined that the charges were valid. The customer sent us a copy of the land title and legal documents of the possession date, we cannot offer to make a correction that covers more than a year of charges, as a courtesy we can offer to hold collections activities for 60 days. I reached the customer to share the resolution.

  Customer Answer

  Date: 03/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  They cannot simply accept that the new registered and Legal owner, rejects to own the charges for the property he legally owns and is legally registered as owner. 

  I have further proof stating that Mr. ***** on the purchase of the property agrees to assume ALL responsibility for costs of utilities, and other condo charges Post the day of possession.

  I have attached the document and this is outlined in Section 10.5

  Direct Energy needs to revert the charges to the LEGALLY registered owner of the property and pursue him for the costs, not only come after me simply because "they declined to assume the costs"

  Well I reject and decline to assume these costs as the LEGAL owner of the property is outlined in the provided documentation. These costs and charges NEED to be transfered to him.

  His name is ******* *********** *****

  DOB: **************

  ADDRESS AND OWNER OF : ********************************************* AIRDRIE AB

  PHONE #: ****************

   

  Again he is the REGISTERED Owner and has been for the dates these charges are being sent to me.

  Direct Energy NEEDS to pursue the LEGAL owner of the property and pursue his for the charges. 

  See the legal purchase agreement stating the mentioned above.

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/07/2025

  We contacted Mr. ******* *******, to informing him that the charges on his account ************ are valid, and that in some cases we can make exceptions, removing charges that are less than a year old.

  However, in his case, the charges cover more than a year, which is not possible.

  As a courtesy, we added a **-day lock to prevent collection activities.

  The customer greatly appreciated the follow-up to his request and reported that he had contacted the new owner to reach an agreement. 

• Initial Complaint

  Date:30/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my house in November and contacted my providers and didn't think about it. Then bills from direct energy started coming in. I contacted them and let them know that I had sold my house. They said they would get their legal team to look into it. Then the bills kept coming. I phoned again and they said they can bill who ever they want and it's up to that person to pay, no mention of their legal team. Just you have to pay. Then they put it to collections. So now I've had to pay out for gas and electricity for a house that I don't own and try to make a deal with the new owners to pay me back.

  Customer Answer

  Date: 30/04/2025

  Account number are ************ and ************

  Business Response

  Date: 01/05/2025

  Direct Energy Regulated Services, as the regulated provider in the area, received a request from the distributor that site ID ************* and site ID ************* were unassigned. A land title was pulled as part of our vacancy process approved by ****************************, and ******* ******* Kimber was determined to be liable for the property. Mr. ****** was enrolled as the responsible party. Enrollment was made on November **, 2024. This was followed by the invoices sent from December 2024 to February 2025 being mailed to the service address. As per meter readings from the distributor, the charges are valid.  Both accounts were canceled on February 07, 2025, as somebody else requested services with a different provider.  A new land title was pulled up and it shows that the new owner is responsible for the property as of January **, 2025, we can remove charges until that day, however, in order to remove charges since November **, 2024, customer needs to send us proof of sale showing the exact day of the sale.  I contacted Mr. ****** and explained that the most updated land title shows that the new owner is responsible for the property since January **, 2025. Customer will send the sales agreement to remove the charges as of November **, 2024 forward, we also updated his mailing address so he can receive a refund cheque as he already paid to avoid being sent to collections 

• Initial Complaint

  Date:28/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address an ongoing issue with my account and the recent collections notice I received. Jan **, 2025 I noticed a significant change in my electricity bill under the prepaid plan. Despite no actual power usage only maintaining a connection I was charged additional fees, resulting in an outstanding balance for basic service. Confused by this increase, I contacted Direct Energy on Jan ** and spoke with ******* via their online telephone service. Unfortunately, she was unable to clarify why my charges exceeded the rate listed by **** or provide further details, redirecting me to ATCO insteadwhich was puzzling, as my billing was through Direct Energy. Given the lack of clarity and unresolved concerns, I decided to cancel my service with Direct Energy. Despite my request to cancel during that call, I was informed that cancellation could not be processed online and that I needed to call back. I made multiple attempts to do so but was repeatedly placed on hold until I had to return to work, making it impossible to complete the cancellation. In the meantime, I switched my service to ****. Due to limited funds, I continued paying the same prepaid amount I had previously budgeted for. Then, on april *, 2025, I received a letter stating my account would be sent to collections within ten days if the balance was not paid. That same day, I sent a written request for an explanation of the outstanding charges and an understanding of why a long-standing customer would be treated this way. I received no response before being contacted by a collections agency. I am deeply disappointed by this experience, especially after years of timely payments and good standing. I would like to resolve this matter fairly and request the following: 1. A detailed breakdown of the charges in question. 2. Clarification on why my cancellation request was not processed promptly. 3. Immediate withdrawal of the collections action pending a review of my account.

  Customer Answer

  Date: 30/04/2025

  I think theirs is some confusion here. My complaint is againest direct energy. ******* ******.  Ive been asked for an airline code?  And this is about energy and power. I do not have any airline codes as I havent gone anywhere. 

  Customer Answer

  Date: 30/04/2025

  Hello there. I assume you mean the direct energy account?

   

  ************ 

  Business Response

  Date: 02/05/2025

  The customer's payment history has been consistent in the amount of $*****. No matter what the electricity charges were, the customer always paid the same amount. The account balance has had a balance forward since August 2024, the last four invoices have been generated with a consumption of 0kWh in the amounts between $***** to $***** which the $***** payment did not cover in full. The largest percentage of the charges are due to the Distributor and Government charges which cover the cost of transporting and delivering energy to the customers electricity site even though electricity it is not consumed. These charges also cover the cost to build, operate and maintain the distribution system. The small variation in electricity charges has only fluctuated by the number of days in the billing cycle. It should be noted that through chat it is not possible to process a cancellation since the process requires a verbal consent to accept the terms and conditions of the cancellation. Which was indicated to the customer.  The account cancellation was effective February **, 2025, as the electricity site was requested by another provider. As of today, May **, 2025, the total balance account balance is the amount $*****, and it can be paid directly with us or with the collection agency. We have called the customer and shared the resolution. 

  Customer Answer

  Date: 06/05/2025

  ************
  Complaint: ********
  
  I am rejecting this response because:
  
  Dear Direct energy team 
  
  I am writing to formally address the issues regarding my account and to request written confirmation of the resolution we discussed.  
  
  As previously communicated, I have been a consistent customer, making regular payments of $***** regardless of fluctuating charges. Despite this, my account accrued a balance due to fixed distribution and government feescharges that continued to apply even when no electricity was consumed. While I understand these fees are standard, the delay in addressing my concerns and processing my cancellation request (despite my timely email, which went unread) contributed to the issues afterwards.  
  
  During my conversation with your Representatives on Friday may */25, it was acknowledged that my email request was overlooked, and as a resolution, it was agreed that:  
  1. The remaining balance of $***** would be paid, and the debt removed from collections.  
  2. My account would be formally closed with a $* balance, as the bill is now paid in full.  
  
  To ensure this matter is fully resolved, I request the following in writing:  
  - A formal letter confirming my account balance is $* and the account is closed.  
  - Documentation confirming the removal of the debt from collections, as agreed.  
  
  Given the inconvenience caused by the delay in processing my queries and the subsequent collections actionneither of which were due to any fault of my own, I trust you will expedite this request. Please provide these documents no later than June **, 2*25.  
  
  Thank you for your attention to this matter. I appreciate your prompt resolution and can be reached at [your phone number/email] if further details are required.  
  
  Sincerely,  
  ***** *****

  Business Response

  Date: 09/05/2025

  Please be informed that the closed account with remaining balance of $***** by May 02, 2025, received an overpayment of $***** on May **, 2025. This has now left the account balance with a credit of $****. Via email, we have sent a letter of confirmation of to the customer, advising of the account status with the updated balance. Within this email, we have also provided information that the account has been removed from our internal collections agency.

  Customer Answer

  Date: 10/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Provided that my credit report shows no negative impact from this issue, I will consider the matter resolved. I did not see this assurance explicitly stated in your last response, so I want to confirm this expectation.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 13/05/2025

  This is correct, the internal collections activity by Direct Energy Regulated Services does not get sent to the credit bureau.

• Initial Complaint

  Date:10/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had natural gas service at my rental property from Direct Energy. After the end of tenancy I had put the house for sale. This service was temporary for period tenant move-out and new owner taking possession of the house.The house was sold, closed as of Oct **, 2024. The new owner did not transfer the utilities in their name so I kept getting bills from Direct Energy.When I called Direct Energy, they said since the land title shows my name, they will continue to bill me. I provided sale information but Direct Energy would not ********* avoid ongoing issues, I went ahead and paid the bill for services until the end of Oct 2024.Direct Energy sent me another bill for services for the month of Nov claiming the new owner has not transferred the utilities in their name so I am still responsible for the ********** that point I declined to pay further. If ********************* cannot update the land title that is not my problem and I cannot be held responsible for utilities at a property which I do not own.Though the balance is not a large amount, there is no reason for me to keep paying the bills for someone else's fault.Direct Energy has threatened to send the unpaid Nov bill to collection agencies!

  Business Response

  Date: 14/01/2025

  On August **, 2024, the site was enrolled in billing on Mr. ****** account as per the customer request. My Saran had advised that he was selling the property. On November *, 2024, Mr. ***** called in and spoke with one of our agents inquiring on why he received an invoice for usage after October ****** when he sold the home. The agent explained that the account was still active and accruing usage charges. The customer explained that the sale of the home was completed on October *, 2024 and the cancellation of the account needed to be backdated. The agent explained that there was no record of the customer calling in and requesting to cancel the account in October. There were also no requests for anyone else or any other retailer to take over the site. If a person or another retailer takes over the billing for the site, the current account will automatically be cancelled. The account was cancelled during this call on November *, 2024 effective November *, 2024. A final invoice was generated on November **, 2024 for charges up until the cancellation date of November *, 2024. All charges on this account are valid. We have communicated with Mr. ***** and he will be submitting appropriate documents so we will be assisting him directly further. Thank you

  Customer Answer

  Date: 21/01/2025

  Based on the phone call I provided the requested document (see attached). I followed up with anothe remail and also sent a copy of the collection letter. I was informed it would take a couple of days to review and get back to me. Have not heard anything since then.

  Customer Answer

  Date: 21/01/2025

   
  Complaint: ********
  
  I am rejecting this response because: Some of the contents in the response in not factual. I do not keep a record of phone calls so I cannot prove that I did call them to inform sale of the property and the clsoing date. 

  Further, I have provided requested sale document showing clsoing on Oct **. 2024. Still waiting to hear back from Direct Energy after their review of the document.

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 23/01/2025

  Hello, all necessary corrections were made to the account on January **, 2025. This has been communicated to the customer through email. 

  Customer Answer

  Date: 24/01/2025

   
  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.

  I am still waiting to have the collection issue be closed, hopefully that is taken care of.

  Thank you BBB for settling this for me!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:25/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have received a bill from Direct Energy regulated services dated * Nov 2024 for Natural ******** ID: ************* Myself and family moved to the property in ****, in which we took over the rental o* ** propane tanks with Parkland (********) whom we still use.There is NO gas supply line across this property for natural gas, nor is there a *********, all of a sudden, can Direct Energy create an account without consent and bill for non-existent consumption? after being here for *years!??Due to work commitments, my wife called Direct Energy (as with all our other bill's she has authorization on to discuss) and Direct Energy would only say that we have become a customer by default and would NOT talk further as she is not on the account!The bill is dated *****/2024-*****/2024 energy used **** @ energy rate=******** Energy charged=**** admin fee=***** rider c3=**** cost of gas variable= **** gst=**** total= ***** Delivery charge-fixed = ***** Delivery charge-variable=**** rate riders =**** federal carbon tax =***** gst=**** total=****** for a total cost of $******.This will clearly lead to another bill...Will they then show default for non-payment and inform a credit agency?

  Business Response

  Date: 26/11/2024

  Direct Energy Regulated Services, as the regulated provider in the area,  received a request from the distributor that site ID ************* was unassigned.  A land title was pulled as part of our vacancy process and ******* ******* was determined to be liable for the property. Mr ******* was enrolled as the responsible party.Enrollment was back dated to *****/2024 and a Welcome Letter was mailed to the service address. This was followed by the first invoice being mailed to the service address. As per meter readings from the distributor, the charges are valid.  You are able to enroll with the provider of your choice in *******. There are many to choose from. If the gas service is no longer required on the property, ******** would need to be contacted for arrangement of removal of the equipment/infrastructure.
  
  I do apologize for the inconvenience, but our agents would have been unable to assist your wife with the account as only ******* ******* is listed on the land title and account. The account holder would need to request she be added in order for information to be shared. 

• Initial Complaint

  Date:10/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Billing dispute. I was charged for an unreasonable amount. I called right away and the agent agreed it was high. A claim was submitted and I was told they would get back to me in a week. I called today after the week of not getting a call back. Now they are telling me the investigation is going to take * billing cycles which is ** days. Now I am supposed to pay this bill immediately or receive penalty. After the investigation they will credit my account back if its was a billing error. ** days is to long to determine if I am to overpaid or not.

  Customer Answer

  Date: 10/10/2024

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

   

  Business Response

  Date: 17/10/2024

  On *****/2024, the disputed invoice was generated and sent to the customer. The invoice indicated a consumption of ***** GJ, which was the reading provided by the distributor ********. The invoice was based on the actual meter reading for the billing period from *****/2024 to *****/2024. In this invoice, the distributor sent adjustments for the period *****/2024 to *****/2024, replacing the previous invoice consumption from **** GJ to ***** GJ. The charges are valid based on the usage information provided by the distributor. The distributor is the company responsible for delivering natural gas to the service location and reads the meters and provides the usage information to the customer's chosen retailer. On *****/2024, the customer called the call center disputing the invoice, and the agent opened a case to investigate whether there was an error in the reading provided by the distributor. The agent informed the customer that the regular timeframe for concluding the case is *** billing cycles, but he hoped the investigation could be completed sooner in a week or so. The customer contacted the call center on *****/2024 requesting an update on the case. The agent informed that the case was still in progress and reinforced about the *** billing cycle timeframe. The agent advised the customer that they could make the payment, and the account would be credited if the distributor send corrections after reviewing the case. Locks were applied to the account to prevent late payment fees during the period the case is under investigation. We received full payment for the invoice on *****/2024. I called the customer and informed that the charges are valid based on the usage information provided by the distributor and that if the distributor sends any adjustments, the corrections will be made.

  Customer Answer

  Date: 23/10/2024

   
  Complaint: 

  I still believe I was over charged. 
  I accept that the amount of consumption was used. But there was an error on the first bill by not charging me enough so they added it to the next bill. Putting three billing cycles in one. Taxes go up on the bill because it looks like I had a high consumption for that billing period. 
  carbon tax on ***** GJ vs carbon tax on ***** GJ. 
  I would like two separate bill. 
  the ***** GJ should go back onto my August invoice where the adjustment was made. And only be charged for consuming ***** GJ on my September invoice. Not for consumption of ***** GJ 

  Sincerely,
  
  **** ****

• Initial Complaint

  Date:28/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our new home last year 2023 October ***. We had been using Enmax Energy as our provider for all our energy and water needs. Weve never defaulted on payments ever. But in February this year, we started receiving bills from Direct Energy Regulated Services. We immediately contacted them and explained to them that were with Enmax. Theyd promise to close the account but like clockwork every month bills would come in, and wed call to dispute it to no avail. Today we spoke with them yet again, after we received a call from their representative telling us they are going to send Debt Collectors! We later called to try to get to the bottom of this issue, and their representative said we should ignore the bills. They wrote a wrong number on the bills that they sent us, and they also promised to close the account last month in July but never did. Here is the Case Number for Dispute of Account they gave in July: *** *** ***** We are tired of dealing with these people, please help. Their bills also keep changing the amount every month

  Business Response

  Date: 30/08/2024

  Upon review, we found that consumption was seen for site ************* (address ************************************************************************)with nobody enrolled as responsible for billing. The land title was pulled as part of our vacancy process to determine the responsible owner of the site, and it was found to be the customer ******* ************ They were enrolled as the responsible party for billing. The customer then calls and requests to have the account closed as they were apparently being provided services by Enmax. The account was closed as requested; however the site was once again left vacant with consumption seen. The vacancy process was again initiated.
  
  This vacancy situation with the customer happens three times. The customer keeps asking to have the account closed, then it gets tagged as vacant and becomes enrolled back. This means that there are no other providers taking over the site. The customer will have to contact their provider to enroll the site, to prevent future vacancy process from occurring. Until that point, all charges are valid should they keep getting enrolled back under Direct Energy Regulated Services. It is extremely rare that two providers bill for one site as the distributor sends usage readings to one retailer only. If the customer believes that they are being double-billed, they are more than welcome to send us an invoice reflecting the sites they have with Enmax.
  
  We spoke to the customer via telephone and advised them of this information. They had some confusion with the site ID information, so they advised that they would contact the distributor for more information.

  Customer Answer

  Date: 31/08/2024

  Hello there,

  I completely disagree with the narrative of what we discussed.

  As  l informed you on the Telephone , my Unit number is **************************************, ** and l do not know who owns *************************

  My unit HAS NEVER BEEN VACANT since l moved in , in Oct 2023 TILL DATE, l live here and my self and family have never travelled. My payments with Enmax up till Out 2024 is ***. I will upload all my bills from Oct 2023 till date as your site can only allow * bills to be uploaded per e mail section.

  l have been calling direct energy since Jan 2023 when l was sent bill that i do not know this site number they are referring to and numerous requests made to please close the account and if possible cut off the supply of gas and electricity.

  l have contacted Enmax on more than three occasions and from there end, l am up to date and everything is fine as evidenced on  by bills..

  l do not have any confusion about the site ID information as the info is clearly stated on my bills.

  It is wrong for for me to be paying for what l did not use. Enmax and Direct Energy can not provides services at the same time.

  Kindly look deeper in to this.

  Best regards,

  ***********.

  Cell no: ************

  NB:

  I will upload other bills that were paid to Enmax shortly

  Customer Answer

  Date: 31/08/2024

  More Bills from Enmax

  Customer Answer

  Date: 31/08/2024

  More Bills paid to enmax

• Initial Complaint

  Date:22/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill from Direct Energy on July ****. I opened it today July **** as I pay my bills on Sunday. I was shocked to see that the late payment penalty would be incurred if I did not pay by July ****. Therefore, I only had two days to pay my bill. I received an Enmax bill the same day and the late penalty date was August ***, more than two weeks away. It is unacceptable to send out a bill with a late penalty date two days later. Something must be wrong with their system as the statement date is July *** but I did not receive the bill until more than two weeks later. This company needs to change the date that they send out their bills and give people more than two days to pay their bills. What if I had been away or on vacation? I need more than two days notice to pay a bill. This is completely unacceptable and their business practices need to change. I do not want to set up automatic payments - this company needs to change their billing processes.

  Customer Answer

  Date: 23/07/2024

  Hello

  I did provide my account number in the original complain but I will provide it again. ************

  Sincerely, ***********;

  Business Response

  Date: 25/07/2024

  On July *, 2024, the invoice for the customer's account was generated and mailed out to the mailing address that is verified on the account. The due date for this invoice was July **, 2024 as ** days is the standard for the due date after the invoice is generated.The invoice was mailed via ************ Once the statement is sent out in the mail, delivery times can vary with the postal service and this is a possible delay that is beyond our control. We have contacted and spoke with the customer.

  Customer Answer

  Date: 28/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: Although Direct Energy claims that the invoice was mailed out from ******* on July *** I did not receive it from ****** Post until July ** which is over two weeks later. They need to investigate with *********** why it took ** days for it to go from ******* ******* to ****************. I received it on July **** and opened it on July **** four days later and the due date was July ****, three days after it was delivered to me. As I said in my original complaint, I got a bill the same day July **** from ***** that was due on August *** which is fair practice - I had almost two weeks to pay the bill. Something happened after it was "sent" via *********** on July *** that caused it to be delivered ** days after delivery and three days before the bill was due. If in fact it was mailed from ******* on July ***, why did it take *********** ** days to deliver it - that needs to be investigated so that it does not happen again. I will now have a bad review against my credit rating because I did not pay a bill on time - three days to pay a bill it not fair practice and I did due diligence. They need to investigate what happened. That is not fair practices to receive a bill three days before the late date and I am now penalized for sending my remittance late. Someone at Direct Energy needs to talk to *********** and ask why mail sent on July *** was not received by a customer until ** days later in the same province. 
  
  Sincerely,
  
  ******************