ComplaintsforDirect Energy Regulated Services

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October *, 2023 I mistakenly sent a payment of ****** to Direct Energy instead of my current energy company. On October 13 I spoke to an operator who said a refund cheque had been issued.I have yet to receive this check and have been calling regularly to check in. Since my first follow up call after October ** I have been told they have been switching their system over and they cannot yet access closed accounts and advise to call back in two weeks. Operators have said at least three times that they will send an email for the claim and someone will reach out to me. Nobody has ever reached out to me. In January they advised me to contact my bank. My bank has tried to contact them * times with no response. We are now on month six of trying to get a refund on a payment that was not meant to be sent to them. I have sent requested screenshots of the transaction and account information as well.

  Business response

  13/03/2024

  On 2023****** cheque of $****** was mailed out to the mailing address we had on the customers account. We apologize for the delay of re-generating the cheque and they were due to system difficulties after system upgrade as the customer mentioned.We have updated the procedure on how to handle such scenarios for going forward,so we can help these customers efficiently and provide effortless experience to our customers going forward. Refund cheque of $****** has been requested and will be mailed out to the customer within *** business days to the mailing address that the customer provided to us today. This information has been shared with the customer as well.

  Customer response

  13/03/2024

   
  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

  22/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We disconnected gas and electric services with Direct Energy Regulated Services on July ***2023. Both accounts had a credit balance. After a month of not receiving any refund checks I called into customer service. It was then I was told nothing happens with credits until the customer requests them, that's absurd. Was then told it would take *** *eeks would I like to go ahead with the process, of course I did. Apparently a cheque was issued in August, which we never received. So then started the process of a monthly call just to hear I am not sure why after the cheques were canceled why no new ones have been issued. Have called in Oct., Dec, Jan ******* and now Feb **. Supervisor again telling me he will get a answer. But they won't call you back with a answer, I have to go thru the process of explaining it all over again in * weeks. They would have cut my services off if I owed them money past * months. They can owe me money for over * months and it's OK.

  Customer response

  24/02/2024

  Direct Energy Regulated Service

  Power Acct #************. Refund due $******

  Gas Acct #************ refund due $******

   

  Business response

  28/02/2024

  Cheque of $****** on electric account and $****** on gas account was mailed out to the customers mailing address on 2023/***** to the mailing address that we had on file. Review of the account confirmed that the cheques are still open and is not cashed out. Our agents were not able to able to review the refund status on these inactive accounts due to the system change. We were able to locate the credits and have sent out the refund cheques of $****** and $****** to the customers mailing address on 2024/****** We have called and shared this resolution with *** on 2024/******

  Customer response

  28/02/2024

   
  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

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been told this account was closed in September when I sold the house, But got an invoice in October and November and December and January and every time Im told its taken care of but nothing is done and the invoices keep coming,Now Im getting a letter that you will send me to collection agency ? I dont want that Im calling and trying to talk to someone to resolve this issue but the person on the phone cannot help me and cannot dispatch to anyone else Only an email *********************************************************** was provided to me for follow up ??????Such a big company and no one to talk to ???? Incredible I am told it will take * business cycle to complete this ticket ???? I cannot wait another two months for this to be resolved, ticket ********

  Business response

  07/02/2024

  Thank you for sharing your concern with Direct Energy Regulated Services. Here are our findings and resolution:

  **********
  Gas site for the address in dispute got dropped vacant, meaning no one signed up for gas service in *******. The site gets dropped to a default provider (us) to bill the appropriate customer. As per **************************** regulation, we pull the land title to determine the property owner and enroll the owner to be billed for the service
  **********
  On this day, we pulled the land title which showed this customer as the property owner so we have enrolled this customer for gas service effective 2023/08/01
  2023/*****
  Account was taken over by another someone else with another retailer
  2023******
  Final invoice was generated for this account and no invoice was generated since
  2024/*****
  Direct Energy Regulated Services Customer Experience Team have communicated with the customer and received sales agreement. Account will be adjusted so the customer is only responsible for the gas usage only for the billing period that they are responsible for, and remaining charges will be removed. This will take *** business days to be processed.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sold my house & moved to a new address in July 2023 but received a bill in Sept for $***** then another in Oct for $******. I received these bills that the *********** redirected because of my current address change. All of my services had been with another service provider. When I phoned to tell them that the bill did not belong to me they indicated that I was the current record on the land title and they were the default service company. They asked for proof of the property sale and title transfer date which I sent by email to **************************************************************** on Sept **, 2023 which I was instructed to do. When I received another bill in October and called yet again and they told me it was under investigation. I just received another letter to pay immediately or it will be referred to a collection agency. I called today Feb *, **** and spoke to a Customer Svc rep who said she would start a ticket. Ticket # **********. I asked to be transferred to a supervisor which she said was a minute or two waiting time. After ** minutes I hung up and called back and spoke to ***** at Customer Svc to say I want someone to call me he said to just wait the * days for them to address the escalation. I have heard that story before and nothing was done. I want to be assured this is resolved and no credit action will be taken against me. Im just so frustrated with the whole experience and have wasted so much time trying to get this resolved.

  Customer response

  02/02/2024

  My account # in regarding this complaint is: ************. 

  Business response

  05/02/2024

   

  As the regulated gas service provider in the area the Direct Energy Regulated Services vacancy department, following procedure, pulled the land title for ** *************** ******* after we were notified by the distributor there was usage at the site, but no responsible party assigned. This was done on August **, 2023, at which point the account was enrolled to *********************** and was back dated to July ****. **************** did reach out to our call center September **** 2023 after receiving the first bill and was asked to provide a copy of the bill of sale so we could make corrections. **************** provided that same day via email. The case was investigated, the account was closed, but the agent failed to correct the balance owed on the account. The balance will be removed within 3-5 business days.

  **************** has been contacted and resolution discussed. 

  Customer response

  05/02/2024

   
  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

  19/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sold a property on September *, 2023 which was serviced by Direct Energy. I provided Direct Energy (my provider) with cancellation notice and I have received a FINAL bill from Direct Energy. The new owners moved in on September *, 2023 and subscribed to Gas and **************** by a provider of their choice.Based on conversations with Direct Energy Regulated Services they opened a Gas account in my name without any consultation with me. A invoice for services was generated on October ****. I contacted Direct Energy Regulated Services on receipt of the invoice, explained the circumstances and was told that they would open a case with the *********** team to investigate why this account was opened and why I was being billed for Gas services on a property I no longer own.I then received an invoice dated November **, 2023 showing a past due amount and additional charges for *********** to the residence. I again called into Direct Energy Regulated Services and expressed my concern that the issue is still outstanding and that charges are increasing on the account. I was again told an email to the *********** team would be sent for resolution. Again no response from Direct Energy Regulated Services. On December *, 2023 I received a FINAL INVOICE from Direct Energy Regulated Services but have never heard from anyone about reversing the amount claimed to be owed.I have made numerous calls the the *********************** and as of January **, ****, * tickets have been submitted to the *********** team to investigate and resolve the issue. There has been no movement on this matter since it was first reported over * months ago.The ************** team continues to tell me that I cannot speak the the *********** team directly and they only way they can be contacted is via a ticket issued by the **************. Well there are * tickets and no resolution.I just want this resolved.

  Business response

  22/01/2024

  Received a complaint from ***************************;BBB for this customer regarding Vacancy process.
  Resolution: Customer had called in to cancel his gas and electric accounts finalled as he had sold the property with another retailer. The gas had defaulted back to Direct Energy Regulated Services and the gas account was created through our vacancy process starting from the September *, 2023 date. This was completed in October ******* and we only had the June **, 2011 Land title at the time.
  Residences are enrolled through Vacancy procedure after land title pulled shows customer in question is the owner. This is a process approved by the ****** ******************** (AUC) for situations where utility usage is detected but no one has taken responsibility for the utility site/s.
  
  I was able to get an updated Land Tile and it shows the new owners name. ******* had told us that he had sold the property as of September *, 2023. We know the land title department is months behind on updating the land titles. I have sent the account to be corrected and will have all of the charges removed from ******** name.
  
  I have called out to the customer to let them know the resolution.
  
  Thanks *******

• Initial Complaint

  12/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good afternoon, I have to file a complaint against Direct Energy in *******, ******. I changed my phone number in May/June to **************, since then I have been receiving numerous phone calls regarding an outstanding bill that is not under my name. I have called numerous times to advise them to remove this number as the person they are looking for is not associated with the number anymore. They have tired many times to change the account to my name even though I never had an account with them and have advised them of this. I receive anywhere from *** calls a week about an account with an outstanding balance, I constantly have to take time out of my day to sit on the phone with these people and tell them, they account # ************ is not mine, you cant legally change the name on the account and to remove my number. I am currently being transferred to a supervisor about this matter, prior to that I was on the phone with some chick name **** who kept asking for my name and number. This account is not mine and the ********* calls about an outstanding amount are getting really annoying. The supervisor has advised she will escalate this matter further to have my phone number removed off of the account. Ive had this happen before and they still keep calling so I dont know what exactly is going to happen now, but I do have it recorded that they are going to escalate this further just in case it does happen again, and the BBB needs further information.Have a great day ************************

  Business response

  16/01/2024

  Upon review, we found that Ms. ********** phone number ********** has been taken out of the account ************ effective January **, ****. We have spoken to the customer, and they confirmed that they have not received a call since January **, ****. As the customer has no active accounts with us, no further changes are required. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Direct Energy Regulated Services (DERS) have stopped answering my emails about an overcharged bill. I ended my gas service on July **, 2023, and recorded the meter reading that night. I then received a final bill with an estimated usage **% higher than the actual reading. I called DERS to discuss the discrepancy, where they told me to contact **** about the meter reading. **** stated that when they next read the meter around August **, 2023, it would retrieve the stored actual reading from July **, 2023 and DERS would issue a corrected bill.After talking to ****, I sent DERS an email on August **, 2023 to confirm that once the meter was next read around August **, 2023 I would get a corrected bill with the actual reading rather than their estimated. On August **, 2023 DERS replied to my email stating that my bill due date is August ****, a response completely unrelated to my email, and did not address my question. I replied August 16, 2023 asking them to address what I had asked about getting a corrected bill. On August 18, 2023 DERS replied that they had not yet received an updated reading, and would send a correction once received. Note that **** stated they would read the meter around August **, 2023 so not surprising that as of August 18th there was no updated reading. As of September *, 2023 I had still not received a corrected bill, so I sent another email to follow up. I received the automated DERS message that they had received my email and would respond as soon possible. However, I never did get a response. On October **, 2023, I sent a follow up email stating that I had still not heard back from the September *, 2023 email, again I got the automated response that the message was received and would be answered, but as of January *, **** they have still not answered my previous two emails. I have already paid the overcharged balance, and will need a refund from DERS.

  Business response

  08/01/2024

  Resolution:
  
  Upon review, we found that on July **, 2023, the customer cancelled their service for site *************. This was completed accordingly. On August **, 2023, the final invoice was sent to the customer for the site *************. This invoice contained estimated readings. The customer contacted our call centre to dispute the readings. The customer was advised by our agent to contact **** Gas as they are responsible for sending us the meter readings. The customer contacted **** Gas and was advised that if corrections are needed, they will send this to Direct Energy Regulated Services on the next meter read cycle (August **, 2023). We did not receive any corrected meter readings from **** Gas. As such, the estimated readings and the charges contained on the final invoice are valid.

  We were able to reach the customer via telephone, and we provided this information to them. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account number with ********************************************* is ************. I currently have an $****** credit with them that I have been trying to get refunded back to me since I switched gas service providers on September **, 2023. When I first contacted them about the refund, I was told it would be ***** days to get it back as they needed final billing. I was sort of ok with this but I sent a request off to the *** to double check the time frame for me. They confirmed it was normal to take this amount of time and to check back at the end of November if I still hadn't received my money back from Direct Energy. I contacted Direct Energy last week around November **** by phone and spoke to an agent who told me that a cheque was issued and sent out on October ***. I received no such cheque. He then requested that I enter in my credit card information (touch tone) and it would be sent via that method. I said ** and entered the information and left it at that as he said it would be *** days to transfer it. I also followed up the next day with an email to customer service requesting more information about the issue. I received a response on the following Monday, December *** that there was a ticket open regarding the issue and that they would leave it at that. Since I didn't hear anything about the transfer of funds, I decided to email back and ask what happened to that method and waited for a response. I called them again today, December *** and spoke to an agent. He said that my request was under review but that (after ** minutes on the phone of silence while he checked my file) He said nothing about the transfer either despite my request for more information. It shouldn't *********** days to transfer funds to a bank account or to a **** debit card. I then replied to the email response I now had as it said it would take a further 1-2 billing cycles to get my money. It has already been ** days at this point. Unacceptable in my mind and I feel they're hoping I will just forget about the money.

  Business response

  12/12/2023

  We have received Brians escalation through UCA on 2023****** and provided this resolution:

  For a closed account, refund cheques are generated ***** days after the de-activation date due to needing to confirm there wont be any adjusted bills, not just ** days. I apologize for the miscommunication when Deb **** that resolution back in October.

   

  Review of the account shows that a refund case/referral was created on 2023/*****. To assist the customer, refund case was escalated for faster processing. We have left a voicemail on 2023/***** with this customer to share this resolution.

  Customer response

  13/12/2023

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

  The story they responded here with is a complete and total fabrication. I have no idea what this energize fee is or what they are talking about. I just want my *** dollars credit paid out to me. I have waited quite long enough and been very patient about it considering the amount of money it is. I accidentally overpaid my bill for months and that is why I have a credit. I promise you that if I owed that amount, they wouldn't be nearly as patient as I have been thus far.
  

  I was contacted at the end of last week by a 'supervisor' which went to my voicemail because direct energy didn't come up on my phone when they called. They stated something about their name being ******* and that my request had been escalated. Nobody said that a cheque has been issued and sent out or provided me any assurances that my money is on it's way.

  If they issue me a cheque, I would appreciate a tracked envelope so that I know it is on it's way. I have been told by them previously by an agent that a cheque was issued in October (it wasn't) and that it would take some time to investigate that. I don't believe it simply because after that date I was told it hadn't been issued yet and would take up to ** days. Another fabrication. 

  Please, just refund me my money so that I can move on from this issue.

   

  Thank you.

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

  Customer response

  13/12/2023

  The entire premise that I was looking for a quote to disconnect services is untrue. I changed service providers when I switched to ***** on September ****. I had an $*** dollar credit on my account. I asked how long it would take to get it back after I had waited a few days. I was then told it would take up to ** days. I involved UCA. UCA confirmed that that was an appropriate timeline. I then waited until the end of November. No cheque arrived and I was still owed a refund. I again contacted direct energy, spoke with an agent who asked me for my card information so a refund could be sent to the card, which I input for the agent. No refund came within a week. I contacted them yet again, and I was told the situation had now been escalated and it should be a little while before I get my refund. No refund still and now we are sitting at well over ** days since I discontinued my services and they still haven't issued me a payment for my credit. 

  I am really worried that I am going to be out the *** dollars and I won't be able to do anything about it.

  Thank you for your help!

  *****

  Business response

  14/12/2023

  Good afternoon,

  We apologize for incorrect information on original response - we have edited it with correct information as per below:

  We have received ****** escalation through UCA on 2023/***** as well and provided this resolution:
  For a closed account, refund cheques are generated ***** days after the de-activation date due to needing to confirm there wont be any adjusted bills, not just ** days. I apologize for the miscommunication when *** sent that resolution back in October.
  
  Review of the account shows that a refund case/referral was created on 2023/*****. To assist the customer, refund case was escalated for faster processing. We have left a voicemail on 2023/***** with this customer to share this resolution.
  

  
  

  Customer response

  14/12/2023

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

  I still haven't been told when and if a cheque is being issued in the mail. I will not drop this until I get word that they have sent it to me. This has gone on for far longer than the original ** days, although I do appreciate the efforts that are being made, until a cheque is issued and confirmed to be on the way, I consider this matter unresolved. This is a large amount of money that I am scared to lose and I cannot afford to simply write it off.

  I also appreciate the apologies from Direct Energy and their staff, but I would hope that they can understand my position.

  Thank you,

  *****

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  between aug-sept 2023 phoned direct energy for a quote on disconnect and reconnect of power and gas( needed #'s for the bank as i was trying to get loans for new home) while i did get my quote *** for re-connection fees, they also put in a request for disconnection and had my gas disconnected. ( thankfully it was nice out still) i called and got the electric disconnect notice stopped before they did it. i have called direct energy to resolve this and was told they would review this, at the time i was told to not pay bill, i have now received next bill charges have not been removed. as of now i am paying the bill and changing energy suppliers. but this is not right that i have to pay for their mistake. i was not really upset before, mistakes happen i understand, but unwillingness to deal with it is a poor business ethic if you ask me. i do not have documents to support this but as per them they record all phone calls.

  Customer response

  04/12/2023

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

  as per your email above is the account #

  Business response

  11/12/2023

  Resolution:
  
  The customer called in for a quote on having ******************** disconnected and reconnected (gas and electric).Although the customer was very clear he was only looking for a quote, the agent submitted a Disconnect Request for both services. When the customer noticed the gas had been disconnected they contacted our call center and was able to have the disconnection of the electric stopped before it was completed. They then had to agree to the reconnect fee in order to have an energize request sent for their gas service as the disconnection had already been completed for gas.
  
  Customer reached out to our call center when the energize fee appeared on their bill, asking to have the fee removed. The charges were incorrectly deemed valid after the customers calls were reviewed. I have reviewed all the interactions again and found the customer did not request the disconnection of services. A refund for the fees has been applied. Customer has been advised of the outcome of the investigation. 

• Initial Complaint

  29/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We completed the sale of our property, the closing date being July **, 2023.As of that date, we were no longer the legal owner of the property. However,as the new owner failed to contract with either ***** or Direct Energy,Direct Energy began billing us as we were the last legal owner on record.We contacted Direct Energy by phone, explained the change of ownership, and provided documentation of the sale of the home, however Direct Energy continues to bill us for usage for the past four months following the sale of the property.

  Customer response

  30/11/2023

  acct: **************

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

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

  Business response

  05/12/2023

  *****/2023 Customer calls in to end service for gas at their residence they have just sold.
  
  ******2023 Residence is enrolled through Vacancy procedure after land title pulled shows customer in question is the owner. This is a process approved by the ****** ******************** (AUC) for situations where utility usage is detected but no one has taken responsibility for the utility site/s.
  
  *****/2023 - Invoices were generated and the customer called in to dispute invoice they have received as they sold the property *****/2023
  
  *****/2023 Customer requests service be canceled for residence again Referral is created to have land title pulled again to confirm owners of property
  
  ******2023 Land Title comes back with new owners registered. Registration date on document ******2023 Corrections will be made to ensure the charges are applied to the correct owner/s
  *****/2023 - Attempts to reach customer by phone unsuccessful

*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. ↩