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: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:17/06/2025

  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.

  Sold my home located at 5508 Ada Blvd NW, Edmonton with closing date of March ***, 2025. Requested Direct Energy cease services as of that date due to sale of property and paid all charges in full up to March ***, 2025. Received a bill in April for $122.37 for gas usage subsequent to March ***. Called customer service and spoke to representative about issue and he advised it would be taken care of. Received an email from Direct Energy dated May **** demanding payment or account being sent to collections. Called again and was advised that I had only asked to close my account, not to end services and that the onus was on me to prove I sold my home by providing a copy of sales agreement OR something to show dateof sale. On May **** via email i sent a copy of lawyer's cover letter to sales agreement setting out March *** closing date and last name of purchaser. On June **** received an email from a collection agency demanding payment. Phoned Direct Energy yet again and they advised only sales agreement acceptable and that they had received no documents from me. I am not providing sales agreement as they have sufficient information to correct their error. In addition to removing charge I expect them to correct any credit report information.
  

  Customer Answer

  Date: 17/06/2025

  Account # is ************

  Business Response

  Date: 18/06/2025

  The customer called to cancel services for the address **** *** **** ** ******** ** **** ** ************* ********* *****-2025, as the property was sold. Services were cancelled as requested. A final invoice was issued in the amount of $******, payment was received on *****-2025. Since we continue being the retailer of record for the property and nobody requested services for the site *************, due to the most actual land title information, ****** ***** was enrolled from *****-2025 to *****-2025, when the account was cancelled as somebody else requested services with a different provider. As a default provider, this is a process approved by *** for any gas/electric sites that no one signs up for. On *****-2025, the customer contacted us to let us know that she received an invoice for a period after her account was canceled. An investigation was opened and no changes were made since the land title still shows Deanna as the owner, one of our agents tried to contacted her at the phone number on file on *****-2025 to let her know that we need the copy of the sales agreement to proceed with the corrections but was unable to reach her. On ******2025, the customer contacted us again to let us know that she is receiving calls from collections and want that we removed the charges that don’t belong to her. Our agent explained to her that the land title is not updated and that is why the corrections have not been made, and we need the copy of the sales agreement. Customer refused to send documentation since she mentioned that she send a cover letter from his lawyer but never mentioned to which email address she send it to, we verified and we haven’t received correspondence from her. On ******2025, our agent provided our email address [email protected] if she would like to send the documentation. I contacted ****** ***** and explained why services were placed under her name again. Customer sent us a cover letter so we'll make adjustments for the requested period. 
  

• Initial Complaint

  Date:07/05/2025

  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'm sending this complaint about Direct Energy as I found out that they were looking after my *********** bill after a technical error happened with Enmax, where I renewed my contract with them and it didn't properly submit which then triggered Enmax to send my info over to them. However they never informed me over any of this transaction until on May * 2025 my Gas was turned off after ** months of non payment, as per the notice from the *********** *****I them called Direct Energy to ask them why I never received a bill through the mail, they couldn't answer that question, also I was told that the name on the invoice wasn't mine. I called back on May * and got the account cleared up for the monies I owed for the ** months. My biggest complaint was that Direct Energy never sent me a bill for any monies owed and that I had to contact them once my services were turned off, I told the supervisor I talked to that this could have been resolved if they only sent a bill to my address regardless of having the wrong name.If there is anything that can be done through the BBB I would greatly appreciate it, as there ****************** should have sent out a statement way before the ** months and getting my gas shut off for me to reach out to them.

  Customer Answer

  Date: 07/05/2025

  I was never given any account info from the ********************************************* Supervisor and just paid the monies owed

  Customer Answer

  Date: 07/05/2025

  The only info I have is my ***** account info, ************. ***** would have sent this over to  Direct Energy to get them to start billing me, i never received any other communications from Direct Energy till they turned off my Gas

  Business Response

  Date: 23/05/2025

  Please be informed that Direct Energy Regulated Services as default regulated rate provider received the responsibility to invoice the natural gas service effective May **, 2024, for address ********************************;AB with drop code *** under a specific person name, phone number and email address that a previous provider was unable to invoice. Monthly invoices were issued and on March **, 2025, a pending disconnection notice was mailed out to the address under the dropped customers name. Having no response from the dropped customer after invoices, phone calls and letters the disconnection order for non-payment was sent to the distributor on April **, 2025. We appreciate that the owner and sole responsible for the address called on May **, 2025, and May **, 2025, to inform the notice that his natural gas service was going to be disconnected, took responsibility for the billing periods that he did not receive an invoice from this provider of choice and informed he will reinstate service with his provider. Please note that it took fifteen calendar days for the billing records to be amended, the process for having the natural gas service reconnected was only three business days but there was eleven months without no notification from the dropped customer or from the customer using the service. We would like to encourage utility consumers to verify if there are receiving monthly invoices and report right away if they dont. Finally, we would like to confirm on May **, 2025, a corrected final invoice was generated under Mr. **************** record of payments received and the inactive account has a zero balance. We contacted the customer, shared the resolution and he agreed.

  Customer Answer

  Date: 23/05/2025

   
  Complaint: ********
  
  I am rejecting this response because: I never received any bills sent to my address by Direct Energy, if I did this would have been resolved 

  the issue without having to contact the BBB to put in this complaint.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/05/2025

  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 received a gas bill for a property I have no affiliation with whatsoever. It was for a completely different residence in my townhouse complex. (I'm unit ** and this was for unit **) I called to ask how they even got my information and why they would think I have anything to do with the property at all. I was advised when a property is vacant they pull title to determine who is responsible for the charges. I was told to contact the title office which I initially refused as I was sure my name was not listed on some other random title and that they likely pulled the wrong title and needed to correct the error. A case was opened and I was able to find my title - My legal description is *******;** - I then went to the title website and determined that the property they are referring to is *******;** by also referring to a map - I then pulled title on ******* ;** which listed another person's name. I provided all of this information to the case and requested my name be removed from the bill so that my credit bureau did not reflect a late payment. I was told that the investigation could take up to * billing cycles. This is simply not acceptable - It took me all of ** minutes to figure this out and I don't do this for a living and I didn't make any error. I asked for any documentation that would confirm any reason that I would be charged or even how they obtained my information in the first place and that was denied. I want this fixed immediately - There is no reason for me to be listed on a bill for a property that I have never owned, occupied, rented or otherwise had anything to do with and to be told over and over again that they have to do an "investigation" in order to confirm that these are not my charges is simply ridiculous - Why would I have to prove it's not my property? They should provide documentation, they should have to prove they have any right or claim to charge me. I want this fixed right away it is not acceptable. I also paid $** for title - give back

  Business Response

  Date: 01/05/2025

  The site was defaulted back to Direct Energy Regulated Services  for March *******, there was no requests from anyone to take over the site. If we dont have anyone apply for services as part of the vacancy process is to pull the land title and set up the account in the customers name.  On April **, 20** the customer contacted us to find out why he received a statement and to dispute the site being put into their name. After reviewing the gas account which was set up for the address of ** SKYVIEW RANCH GDNS NE CALGARY under the customers name, I have been able to confirm the incorrect land title was pulled. We apologize for the inconvenience and we are correcting the account.The customer is not responsible for the charges. The agent has been sent for coaching. I was able to speak with the customer and shared the resolution and they are satisfied with the results.

• 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:18/12/2024

  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.

  Direct Energy keeps sending us bills every month since February 2024, few months after moving in, and insists we owe them. We moved into our property on October *** last year. We moved with our gas and electricity company and have been receiving bills and paying them on time ever since. We contacted Direct Energy immediately to explain to to them that we had never used them. What we discovered is that we would call them and complain about a bill they had sent us, they would close the account and immediately open a new account. Its June and were tired of explaining same thing over and over. They said that we should contact **** to check with them if we owe anything as they are the default provider for our region and we always explain that our provider is fine with us and we are dont have unpaid bills, to no avail. They now tell us that we owe them $******, from May till now. Theyve also sent another bill from March claiming we owe them $*****. This has been very very frustrating.

  Business Response

  Date: 18/12/2024

  We have tried looking for an account for investigation by looking with: Last name *******, phone number, email address, and address given but could not find any account. Please provide an account number in dispute for us to investigate.

• 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.