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: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:13/11/2024

  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.

  I am writing to complain about a utility company named Direct Energy that has engaged a collection company named *** for me to pay for an outstanding utility bill that Direct Energy was unsuccessful in collecting from a tenant that previously rented my property. I have had many conversations over the phone with direct energy with no resolution. Are you able to assist me with any guidance on how to proceed with Direct Energy or the collection agency ***?

  Customer Answer

  Date: 13/11/2024

  Account number ********

  Customer Answer

  Date: 13/11/2024

  Correction regarding the incorrect account number that I previously sent, my apologies.
  Direct energy account number is ************

  Business Response

  Date: 18/11/2024

  Direct Energy Regulated Services (DERS) is a default provider for gas in this area.That means if no one signs up for gas service and gas is flowing, the gas site comes to DERS and we pull the land title to enroll the property owner for those past billing periods and onwards. It is impossible for the landlord and tenant to be billed at the same time, as the distributor who owns the infrastructure sends usage readings for specific billing period to only one customer to one retailer. On 2023/*****, the address in question was dropped to DERS as vacant.On 2024******, we have pulled the land title to determine the customer (property owner) as the responsible party and enrolled the customer and backdated the start date to 2023******* Customer called in March disputing the enrollment. On top of explaining the vacancy process, agent closed the account.Agent should not have closed the account as the site remained vacant again,agent is coached. Vacancy team pulled the land title again in April 2024 as the site remained vacant and re-enrolled the property owner. Customer called throughout the year. Referrals were created for back office team for further investigation that have determined that charges are valid due to vacancy process and tenant did not sign up for services. The gas site was taken over by another retailer on 2024******, finally ending the service under the customers name. As no one have signed up to take responsibility of the gas billing for 2023/***** 2024/*****, charges are valid. The customer can dispute this with the tenant privately or have the tenant call **** to take over the bills.Account ************ balance is $********. Customer also brought up another account number ************, which has been reversed and is now at $****. To assist the customer while they possibly dispute this with the tenants, we did offer the collection activities as an exception until 2025/******but the customer did not want this option

  Customer Answer

  Date: 25/11/2024

  The first time I was made aware of this incorrect billing started back on March * 2024 when I received a welcome letter from DERS for Services in *************** that prompted me to call immediately to inquire and to let them know that I do not live at that address. I then received invoices on March ** for the amount of $****** for billing period *****2024 to ****2024 and again on March ** for additional charges of $***** to a total of $****** for billing up to ****/2024 for that same location. I called them back again on numerous occasions in an attempt to resolve the mixup and the agent escalated within the organization. more to follow as I have over **** letters. 

  Customer Answer

  Date: 25/11/2024

  Continuation of previous submission ,,,On April * 2024 I received another welcome letter from DERS for new services at the location I own in ******** and on ****/2024 I received an invoice for $******* for billing period *****/2023 to ***/2024 which prompted me again to call **** to discuss the fact that my tenants moved out the end of January and requested an updated invoice from ****2024, I also provided the agent with the previous tenants name and phone number as they may be responsible for both locations (that number has subsequently been cancelled) and was provided another escalation number. Since then, I have received additional updated invoices ( May **, June **,June **,July * ) and I contacted DERS each time for a resolution and was informed that it was still under investigation. On August ** 2024 I received another letter to inform me to clear up the outstanding balance of $******** to avoid collection action, I called DERS to discuss further and they provided me with another escalation number,I also informed the agent that I was going on vacation and wont be returning until mid October. it is now November and the collection agency have gave me a deadline of November ****************************************** good faith, they have made an offer of a **% reduction to $******. I have attempted to work out the convoluted billing system and came up with a dollar figure of $*** to $*** owing for the services. 
  My question BBB, how should I proceed with this matter?
  
  
  returning until mid October. it is now November and the collection agency have gave me a deadline of November ****************************************** good faith, they have made an offer of a 25% reduction to $886.57. I have attempted to work out the convoluted billing system and came up with a dollar figure of between $*** to $*** owing for the services. 
  My question BBB, how should I proceed with this latest development?

• Initial Complaint

  Date:17/10/2024

  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.

  This company went and charged me unauthorized

  Customer Answer

  Date: 18/10/2024

  This company went into my bank account and took money in authorized ! And not giving a time to send my money back ! 

  Business Response

  Date: 21/10/2024

  I was able to speak with the customer about his concern. A recent issue with the **** Debit network has resulted in some customer experiencing duplicate payments. . We have not received any double payments so the funds are caught somewhere in the banking system. We are very sorry and recognize this has put some of our customers in a difficult situation. We are working to ensure our customers accounts are corrected as soon as possible. We will notify you as soon as this issue is resolved. Customer did not agree with the resolution. 

  Customer Answer

  Date: 23/10/2024

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

  Business Response

  Date: 28/10/2024

  Dear ********, we want to reassure you that Direct Energy did not authorize, process, or receive these duplicate payments. Once we were made aware of this situation, we worked closely with our payment processing partner to resolve it as quickly as possible. Please note that the reversal of funds will have been completed within **** calendar days (depending on your bank) from the date of your original payment. As a thank you for your patience while we work to resolve this issue, we are applying a $** credit on your next bill. We apologize for the inconvenience.

• 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,
  
  ******************

• Initial Complaint

  Date:27/05/2024

  Type:Customer Service 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 paid a bill with Direct Energy on April **, 2024 and closed the account. They double charged me. There is now a credit on Account Number: ************ which I contacted ********************************************* On April ****, 2024 to get it refunded. I was told it would take 10 days and they would send me a cheque. After no cheque showed up in the mail I have started to call them daily as of May ****. I have been told all sorts of stories ranging from approvals are pending, refund was denied, and refund was issued April **** and should be there soon. The customer service personnel have no ability to resolve the issue and cannot escalate to get a resolution. I just want my money back so I can pay other bills.

  Business Response

  Date: 31/05/2024

  The customer contacted the call center on *****/2024 to check the account balance and make a payment. The agent informed the balance and removed the late payment fees from the account. Due to an error the payment was made twice, which left a credit of ********* in the account. The customer got in touch on ****3/2024 and was informed that a refund check would be sent within ** days, this agent was sent to coaching and performance review for providing the wrong information to the customer. The customer contacted the call center on *****/2024 and the agent informed that the refund was still under review. The customer got in touch on *****/2024 and the agent informed that the refund could take ***** days from the opening of the request as it is an inactive account. On *****/2024 the case was escalated to the Customer Experience Team and the case was escalated to speed up resolution. We spoke with the customer to inform that the check was generated on *****/2024. The customer will receive the check at his mailing address within * to * business days according to Canada Post's delivery time, the customer accepted the resolution. 

• Initial Complaint

  Date:08/05/2024

  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.

  On Feb **, 2024 I paid Direct Energy $****** via e-transfer by mistake. On Feb **** I called & spent over ** minutes reviewing the details. I gave them my TD transfer number, my old Direct Energy account number & everthing that was asked of me. I was told I would receive payment within ** days. The person would not give me a file number, case number or even his name. On March **, I made a followup called and talked to ******, no last name, no e-mail, no file number. I was then told by her told they were working on it & that they had moved toa new system. I asked for the highest supervisor she had. I then talked to **************** and was advised me that my file was waiting to be review. I, again. ask for the file number but told he was not allowed to provide. I asked for his manager but he told be he was the highest I could go. I told him that was not right & to show a littel empathy for a senior. He told be I would have the owed refund within ** * ** days. May *, 2024I am now on the phone ** hour ** minutes) after giving all the same information to another un-named person. She has advised I must wait another hour on line- waiting for a manager to give me a update. Now the phone just went dead. This is so wrong in so many different ways.

  Customer Answer

  Date: 09/05/2024

  I sent the e-ransfer to my old direct energy account number  ************.  That number is show in both documents I had sent.  Direct Energy had found my old account on Feb ****  and agreed to pay.  If you need to call me please do.  ************.  

  Customer Answer

  Date: 13/05/2024

  I just got off the phone with ******* the Customer Experience Manage with **********************.  ******************

  She had called twice on Friday, May ** but missed her calls. I called on Saturday, May **, 2014 and left message.

  I called her a few minutes ago.  I am very frustrated. She advised me that the money was refunded to me on March **, 2024 via a e transfer & that I need to go to my bank to sort out. 

  I ask for some (any) kind of documentation that I could take showing that transaction. She say that was not possible and that I would have to collect from my bank.

  I find it hard believe anything was ever sent to the my bank & that the lack of any documentation in very concerning.

  I asked her to try again as that e-tranfer probably canceled itself after a short peroid of time.  I suggested for them (Direct) to cancel that e- transfer payment of  March **, 2014 and issue a cheque. 

  I will be leaving on holiday From May ** - June * so please do not find me in default for not replying if any more questions come up during that time. 

  Customer Answer

  Date: 14/05/2024

  Can you please ask them to prove that payment as sent on MArch ** to my ******** I have called the bank and then so place to start as usually the e- tranfer would come to me in form of e-mail. I need help. They have refused to provide any details other than a refun was sent to my bank. They have not proved that in any way shape or form to me.  Please help me. **** ************. 

  Business Response

  Date: 14/05/2024

  After completing an investigation here is what we were able to find out. Customer had called in on FEB **, 2024 and let the agent know he had made a payment to his old inactive Direct Energy Regulated Services (DERS) account ************ instead of paying EPCOR for the amount of $****** and he wanted to get his money back. The agent creates a request to have our back office start an investigation about it.Agent is not able to leave any notes as there is no active account with DERS to do so. Customer calls back on MAR **, 2024 and tells that agent he had called in the previous month about getting his payment back. The agent creates another request about the payment to be refunded. The remittance team received the request and initiated the process to send back the payment to the customers ******* at the email of via ************************************ Unfortunately it is up to the bank for when they complete the request. Typically it takes **** days for them to complete the process. It has been over ** days and we have sent another reminder to them about the request. The customer will need to speak with his bank and when they will release the money back to his account.  We called out twice to the customer and left a message. We did speak with him on May **,2024 and he has asked for us to use the BBB portal for any other information or reply. We have reconfirmed with our remittance team that we cannot mail out a refund cheque as we have already sent the information to his bank.
  

  Customer Answer

  Date: 15/05/2024

  Called ******* just now and reviewed all the information I have now.

  They are unable to help due to not enough information.

  The respond from DERS (Direct) was not enough information to do anything with. 

  I need a screen shot or copy of what was sent to TD. 

  I am leaving for holidays with limit access to the internet so pleas hold this file open until resolved.

  Business Response

  Date: 15/05/2024

  This account that a payment went into is very old and does not exist in our new system. That's why a refund back to the bank account is triggered automatically. We have confirmed with remittance team that an email was sent out to ************************************ and is following up with our contacts at TD. However, there is no screenshot that we can share as they were internal emails. We will continue to escalate to TD on our end.

• Initial Complaint

  Date:29/04/2024

  Type:Product 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.

  In February 201* I signed up for power and gas utilities with Direct Energy Regulated Services for my current address unit *** ******************************************************** They required a $*** deposit for each account. Account #'s ************ and ************. In the fall of 202* I switched utilities providers and requested my deposits to be refunded. Direct Energy claims that my deposits were returned to me in 201* in accounts credits. The last time I was able to access my monthly statements the statements that would prove this were unavailable. I called Direct Energy on * separate occasions asking for them to provide me the statements proving their claim or for them to return my deposits. Each time I call they say they will send them or that they have been sent but I have never received them. I would like them to provide me these statements proving their claim or to return my deposit money.First phone call was Nov. ***** ****pm ** min Second phone call was Dec. **** ****pm **min Third phone call was March ***** ****pm **min My third phone call would have been longer but either the line was cut off or they hung up.

  Customer Answer

  Date: 29/04/2024

  Direct Energy sent me the invoices required to resolve the issue. Thank you. 

  Business Response

  Date: 30/04/2024

  Direct Energy Regulated Services started providing electricity and gas services to the customer on 2018/0****. On 2018/*****, the customer paid the security deposit of $****** to the account ************ and $****** to the account ************. The customer received the security deposit back as a credit in the accounts. In the account ************ the amount of $****** + interest was credited to the 2019/0**** invoice. In the account ************ the amount $****** + interest was credited to the 2019/0**** invoice. We spoke to the customer and sent a copy of the invoices as requested. 

• Initial Complaint

  Date:17/04/2024

  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.

  My name is ***************. I am acting on behalf of my brother-in-law because he doesnt know English well.On December **, 2023 my brother-in-law ***************** mistakenly sent a payment of $****** to Direct Energy (through the **** instead of his current energy company.He was not aware of his mistake until he received his current energy company bill with a late payment charge. He did contact his bank to ask for help. After * months, his bank told him that they could not get the money back for him. His bank told him to contact Direct Energy by himself. I emailed Direct Energy on Mar ******* and requested a refund for my brother-in-law. At least * Direct Energy ************* Representatives emailed me back. They kept saying that my brother-in-law account number does not seem to appear on their system. I told them that my brother-in-law switched to different energy company in December 202*. One of the customer care representative also ask me to provide her the proof of the misapplied payment and I did. Until now this issue is still not resolved.I was given Bil payment by mistake #********

  Customer Answer

  Date: 17/04/2024

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

  Customer Answer

  Date: 18/04/2024

  Today, Direct Energy just sent me an email saying that they were able to locate my brother-in-laws payment. They have contacted my brother-in-law financial institution to process a return. 
  I would like to withdraw the complaint of Direct Energy. 
  Thank you very much for helping us. 
  ***************