Direct Energy Business

I am writing in response to the complaint filed by Mr. [redacted] (“Customer”)According to the complaint, the Customer states they have been making payments to Direct EnergyBusiness (“DEB”) on time but continues to receive late fees and delinquency letters from DEB. TheCustomer states that they... have notification from their bank that the payments were sent to DEB on time.The Customer contacted DEB three times and does not receive any answers from them.According to DEB, the Customer contacted DEB on January 25, 2015 stating that since they have beenmaking payment to DEB timely, they are filing a RevDex.com complaint against DEB for applyingtheir payments late to their ESID account number. Upon further research, DEB discovered that theCustomer is sending their payments to the Direct Energy Residential (“DER”) center. Our DER centerworks independently from our DEB center. DER does forward your payments to DEB once they are able toidentify that the Customer's payments are not DER payments, but there is a delay in doing so. This iscurrently not a payment method that DEB advises or offers to their Customers.DEB contacted the Customer on January 30, 2015 via phone (voicemail) and e-mail. DEB advised theCustomer to discontinue sending payments via the current payment method that the Customer is using orthere will continue to be a delay in applying the Customer's DEB payments to their DEB ESID accountnumber. DEB provided the Customer a list of current DEB payment methods to use going forward andwaived all of the Customer's late fees that were previously issued to the Customer. DEB also asked theCustomer whom they spoke with at DEB in the past as DEB only has record of the Customer contactingDEB on January 25, 2015. DEB did not receive a response from the Customer.If I can provide further information, please do not hesitate to contact me.Sincerely, [redacted] Sr. Customer Operations Analyst

SUMMARY OF INVESTIGATION: Ms [redacted] is not currently enrolled with Direct Energy We spoke with the agent who visited Ms***’s residence and obtained an agent statement The agent stated he rang Ms***’s doorbell then knocked on the door one time Ms [redacted] answered the door and told him she was startled, at which time he apologized for startling her He states Ms [redacted] was upset stating door to door salespeople come by often He states he again apologized and said he had never been there The agent told Ms [redacted] her contact information would be added to Direct Energy’s No Contact List Direct Energy confirmed with the local office this was the only time an agent visited Ms***’s residence Ms***’s address was added to our Do Not Knock listPlease be advised it can take up to days for all solicitation attempts to cease Direct Energy did not attempt to contact Ms [redacted] due to the nature of the complaint COMPANY RESPONSE: Direct Energy confirms only one door to door agent has visited Ms***’s residence Ms***’s contact information was added to Direct Energy’s Do Not Knock list Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactoryIf Ms [redacted] has any further questions regarding this resolution, she may contact us at ###-###-####, and Direct Energy will be more than happy to discuss this resolution further

Not so.for the past months payments were sent electronically the same way.sometimes it will be credited the next day and sometimes it would not for days.No one to answer your phone call except when you call the collection department and one time in march their answer was We Don't Know why.I'm glad that with the Revdex.com help and with the Texas Public Utility Commission complaint I got an answer
Regards,
*** ***

I am writing in response to the complaint filed by Mr. [redacted] (“Customer”)According to the complaint, the Customer states they have been making payments to Direct EnergyBusiness (“DEB”) on time but continues to receive late fees and delinquency letters from DEB. TheCustomer states that they...

have notification from their bank that the payments were sent to DEB on time.The Customer contacted DEB three times and does not receive any answers from them.According to DEB, the Customer contacted DEB on January 25, 2015 stating that since they have beenmaking payment to DEB timely, they are filing a Revdex.com complaint against DEB for applyingtheir payments late to their ESID account number. Upon further research, DEB discovered that theCustomer is sending their payments to the Direct Energy Residential (“DER”) center. Our DER centerworks independently from our DEB center. DER does forward your payments to DEB once they are able toidentify that the Customer's payments are not DER payments, but there is a delay in doing so. This iscurrently not a payment method that DEB advises or offers to their Customers.DEB contacted the Customer on January 30, 2015 via phone (voicemail) and e-mail. DEB advised theCustomer to discontinue sending payments via the current payment method that the Customer is using orthere will continue to be a delay in applying the Customer's DEB payments to their DEB ESID accountnumber. DEB provided the Customer a list of current DEB payment methods to use going forward andwaived all of the Customer's late fees that were previously issued to the Customer. DEB also asked theCustomer whom they spoke with at DEB in the past as DEB only has record of the Customer contactingDEB on January 25, 2015. DEB did not receive a response from the Customer.If I can provide further information, please do not hesitate to contact me.Sincerely,[redacted]Sr. Customer Operations Analyst

SUMMARY OF INVESTIGATION:
Ms. [redacted] is not currently enrolled with Direct Energy.
We spoke with the agent who visited Ms. [redacted]’s residence and obtained an agent statement.  The agent stated he rang Ms. [redacted]’s doorbell then knocked on the door one time.  Ms. [redacted] answered the door...

and told him she was startled, at which time he apologized for startling her.  He states Ms. [redacted] was upset stating door to door salespeople come by often.  He states he again apologized and said he had never been there.  The agent told Ms. [redacted] her contact information would be added to Direct Energy’s No Contact List.
Direct Energy confirmed with the local office this was the only time an agent visited Ms. [redacted]’s residence.
Ms. [redacted]’s address was added to our Do Not Knock list. Please be advised it can take up to 30 days for all solicitation attempts to cease.
Direct Energy did not attempt to contact Ms. [redacted] due to the nature of the complaint.
COMPANY RESPONSE:
Direct Energy confirms only one door to door agent has visited Ms. [redacted]’s residence.  Ms. [redacted]’s contact information was added to Direct Energy’s Do Not Knock list.    
Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Ms. [redacted] has any further questions regarding this resolution, she may contact us at ###-###-####, and Direct Energy will be more than happy to discuss this resolution further.

Review: On 09/16/14 at 5:10p, a sales rep from Direct Energy first rang my doorbell and directly after banged on my door so loudly, that I was so startled out of my sleep. I have been ill from an auto-immune illness and I am disabled. Because I shaken out of my sleep, I thought it was an emergency. I had to quickly dress to answer the door and climb down the stairs with a bad knee that is about to be replaced only to see three men at my door. It frightened me at first because I knew immediately from their badges they weren't from the police. When I asked from behind my door who they were and they said they were from Direct Energy I then got furious. I opened the door and asked the first person why was it so important for him to bang on my door when he had already rang the bell. His response was HE couldn't hear the bell. I not only explained my sick condition, but the fact that Direct Energy comes around at least once or more a month, and I have told them several times a month to stop coming to my house and to take my name off of their list. He identified himself as the supervisor and said this was his first time. His name on the badge was [redacted] and the phone number was ###-###-####. He said he would take my name off the list. But they all say the same thing and then they send someone different who comes at all hours of the day and night. They don't take no for an answer, and either bang on my door, or ring my bell incessantly. I called the number on his badge first and it only calls this rep. I called their company number from the Revdex.com website and when I said I wanted to talk to someone regarding the sells reps. I was put on hold and no one came back to the phone. If possible, please HELP. I don't want these people to EVER come back to my house. I have been up since this person banged on my door trying to file this complaint.Desired Settlement: I do not want ANY representative from Direct Energy to come to my address ever. I want my address put on their do not solicit or do not call list. I want in writing from them that they will send to their local sales office notification not to come to my house, so that if they do, I will have something to show their sales personnel they are not to be at my home. I need a valid phone number to call them if all else fails.

Business

Response:

SUMMARY OF INVESTIGATION:

Ms. [redacted] is not currently enrolled with Direct Energy.

We spoke with the agent who visited Ms. [redacted]’s residence and obtained an agent statement. The agent stated he rang Ms. [redacted]’s doorbell then knocked on the door one time. Ms. [redacted] answered the door and told him she was startled, at which time he apologized for startling her. He states Ms. [redacted] was upset stating door to door salespeople come by often. He states he again apologized and said he had never been there. The agent told Ms. [redacted] her contact information would be added to Direct Energy’s No Contact List.

Direct Energy confirmed with the local office this was the only time an agent visited Ms. [redacted]’s residence.

Ms. [redacted]’s address was added to our Do Not Knock list. Please be advised it can take up to 30 days for all solicitation attempts to cease.

Direct Energy did not attempt to contact Ms. [redacted] due to the nature of the complaint.

COMPANY RESPONSE:

Direct Energy confirms only one door to door agent has visited Ms. [redacted]’s residence. Ms. [redacted]’s contact information was added to Direct Energy’s Do Not Knock list.

Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Ms. [redacted] has any further questions regarding this resolution, she may contact us at ###-###-####, and Direct Energy will be more than happy to discuss this resolution further.

Review: I am the owner of a small business. On average, my monthly electricity bill is approximately $350/month. In the month of june and july, 2013, my bill doubled to almost $700/month. I called the company to find inquire as to why my bill doubled when I have not done anything that would cause my energy usage to be doubled. The company said they will send someone out to re-verify my meter again. I called the company few days later to see if they have done that. Customer representative told me that they have re-verified my energy usage and that my energy usage has almost doubled in a single month, according to the reading. I just do not buy that. I have one big cooler, two small coolers, and an A/C in my store. Coolers run 24/7, while A/C runs during normal business hours, which is from 9Am to 9Pm. There is absolutely no reason for my energy usage to be doubled in a single billing cycle when I have not added any high energy consumption item into my store. Could you please look into this.thanksDesired Settlement: I would like Revdex.com to help me verify my energy usage for the month of June and July 2013

Business

Response:

September 03, 2013

To Whom It May Concern: I am writing in response to the complaint filed by Mr. [redacted] aka [redacted] (“Customer”) According to the Customer, their Retail Electricity Invoices from Direct Energy Business (“DEB”) average $350 a month. In June and July of 2013, the Customer’s invoices were around $700 a month. The Customer contacted DEB and asked DEB why their invoices were double the Customer’s average monthly invoices from DEB in the past. DEB told the Customer they would request a kWh usage validation on the Customer’s behalf to the Customer’s utility. The Customer spoke with DEB a few days later and was told that the Customer’s kWh usage was correct based on the Customer’s usage validation request. The Customer states that this is incorrect. According to DEB, the Customer signed a Retail Electricity Agreement on January 12, 2012 for 12 months of service starting in February 2012. It is DEB’s position that the application of the Customer’s Market Based Rates are valid based on the Customer’s Terms of Service: o Section 2 Term: At the end of your initial Contract period, unless a renewal term greater than one month is established with your affirmative consent, DE will continue to service you on a month-to month basis until service is terminated by either you or DE upon 30 days written notice to the other party ("Extension Period”, and together with the Initial Contract Period, the “Term”).

o Section 3 Pricing: During any extension period, the Energy Charge you will pay DE for electricity is a variable rate that may change on a month-to-month basis and will be determined at DE’s discretion (“Extension Price”). Your actual price will be shown on each monthly statement, and will be used to calculate your monthly bill amount based on your actual electricity usage. DEB sent the Customer a 180 letter notification in August 2012 and a 90 day letter notification in November 2012 that the Customer’s Retail Electricity Agreement would be expiring in February 2013. The letter(s) advised the Customer to lock into a fixed rate product to protect the Customer from unexpected price fluctuations that could occur if the Customer chose to remain on a month-to-month Market Based Rate. The Customer contacted DEB on August 12, 2013 stating that their kWh usage was incorrect for their ESID number with DEB from May 23, 2013 - July 23, 2013. DEB sent a usage validation request to the Customer’s utility ([redacted]) on August 19, 2013 via [redacted] #[redacted] for this meter read period. [redacted] responded to DEB’s request on August 20, 2013 with the following: “These are actual readings and have been verified by the AMS screen image. No adjustments are required. Some factors that may cause an increase in usage are increased load, equipment malfunction and weather. ”

DEB spoke with the Customer on August 22, 2013 and provided the Customer with [redacted]’s update and notified the Customer that their kWh is correct according to [redacted]. DEB also advised the Customer that they are currently on a month to month Market Based Rate that has also increased and advised the Customer to lock into a fixed $/kWh Retail Electricity Agreement. The Customer at that point disconnected the call with DEB. The Customer’s stated average $350 a month for the Customer’s DEB invoices according to the Customer’s complaint is significant lower that what the Customer has been paying for their monthly invoices on average with DEB. The Customer’s average monthly invoices with DEB have been around $483.43 since April 2007. The Customer’s invoices from May 23, 2013 - July 23, 2013 are around 30 - 35% higher than the same time last year for the same service period. If you have any concerns or questions regarding this matter, please feel free to contact me directly.

Customer Operations Analyst

Review: DIRECT ENERGY My utilities account has been in a gap in between contracts and my rates have doubled. My gas bill has an average of $2,700 in the winter seasons. I am currently being charged 6,000.00 a month by Direct Energy because I did not renew my utilities contract.I was completely unaware that my rate would have doubled. I was under the impression by my sales person that if I did not renew my contract that I would be automatically sent back over to National Grid co. Direct Energy nor anyone ever explained to me my upcoming charges. I never received any knowledge of this from Direct Energy ormy sales person. I have recently signed a two year contract with Direct Energy for the next two years. If I was aware this is how the ran there company I would have never renewed. I would like to have my current rate adjusted or discounted in the time being until my upcoming contact takes effect I find this to be extortion and unacceptable to my business and any other businessDesired Settlement: I would like to have my rate adjusted to a fair rate during the period of time that I was out of my contract. I'm willing to have it above the national rate but not doubled. I would like my bill to be adjusted or discounted for that time period. January 13 2014 -march 13 2014My current bill reads 18,000.00 for two months. I normally pay 6000.00

Business

Response:

To Whom It May Concern:

I am writing in response to the complaint filed by Ms. [redacted] aka [redacted] ("Customer")

According to the Customer, they have a lapse in service between two Retail Gas Agreements with Direct Energy Business ("DEB") from November 2013 – April 2014. Due to this, the Customer moved to a Market Based Rate ("MBR") and their $/kWh is double for the Customer’s November 2013 – April 2014 service periods. The Customer was unaware that they would be invoiced for a MBR when their initial Retail Gas Agreement expired in November 2013. The Customer recently signed a Retail Gas Agreement Renewal with DEB. The Customer states they would not have signed a Retail Gas Agreement Renewal if they would have known that they could not get a credit for the MBR invoices from November 2013 – April 2014.

According to DEB, the Customer signed a Retail Gas Agreement with DEB on September 30, 2011 for 24 months starting on November 1, 2011. According to the Customer’s Retail Gas Agreement, the Customer would be invoiced at MBR once the Customer’s Retail Gas Agreement expires as listed in Section 1.2 (Service after Delivery Periods):

Each Transaction shall terminate at the end of the applicable Delivery Period; however, if, after the end of any applicable Delivery Period, Direct energy has not dropped Customer and returned Customer to the Utility and Customer has not notified Direct Energy of its desire to obtain service from another natural gas supplier, any natural gas sold hereunder will be priced by Direct Energy at a commercially reasonable market-based rate and billed to Customer until either Party provides thirty (30) days’ prior written notice to the other Party of its desire to terminate such arrangement.

DEB invoiced the Customer for a MBR on the Customer’s invoices dated December 17, 2013 and January 17, 2014 for service periods November 7, 2013 – January 13, 2014. The Customer contacted DEB on January 30, 2014 and requested to get a credit for their MBR based on their invoices dates December 17, 2013 and January 17, 2014. DEB stated that since the Customer’s Retail Gas Agreement expired and moved to a MBR, DEB would not be able to provide the Customer a credit. Due to this, the Customer submitted a request to terminate Retail Gas Services with DEB on January 31, 2014. DEB submitted a request to New England Gas and received a confirmation that the Customer’s end date with DEB will be March 13, 2014.

The Customer agreed to a Retail Gas Agreement Renewal with DEB on February 5, 2014 for 24 months of services starting in April 2014. Since the Customer terminated Retail Gas Service with DEB, the Customer was not able to return to DEB’s Retail Gas Service earlier than April 2014. When the Customer signed a new DEB Retail Gas Agreement, the Customer was not offered a credit for their Retail Gas Services for the service periods invoiced at MBR. The MBR is correct and is non-negotiable. Also, due to the extreme and prolonged cold spell, which has significantly increased the demand for gas, spot pricing has spiked quite significantly throughout this winter. DEB customers who have defaulted to MBR from a fixed price product will likely be receiving a much higher invoice currently.

If I can provide further information, please do not hesitate to contact me.

Consumer

Response:

I was advised by my sales representative that your company was going to save me money in my utilities usage with a better rate. For this reason I signed all the necessary documents that was given to me. I was never advised that your rate would jump to a so called "market based rate" at the end of my contract. I was completely under the impression that my account would return to National Grid when my contract expired. When I contacted Direct Energy to discuss my charges, it was then that I learned about there "policy". At that point I asked to close my account and send me back over to my original provider, National Grid, because I could not afford to pay there rate. On the same day Direct Energy faxed me over some forms to sign for the cancellation. Again, I was under the impression that this would have occurred immediately. As of today, I am still with Direct Energy being charged there market based rate, double of National Grid. I asked my sales person for assistance with this matter and he explained if I signed another agreement with Direct Energy that it would not only save me money but they would reinstate my previous rate. Once again, I signed all the documents that was asked of me. Direct Energy did nothing to adjust my rate. They are also starting my new contract in April. I went with Direct Energy to save money for my business and in the end they took two times the amount I would have spent with any other provider. I was completely in the dark of there "policy". If I was aware of any of this I would have never signed the agreements. Direct Energy should have contact me through email, mail or phone prior to my contract ending. I should have been aware. My contract expired in January. I still am currently with D.E. with an outrageous rate with a renewed contract! This is unacceptable. I've contacted all of the parties involved and nobody can help me. I feel Direct Energy is taking advantage of my business and it is completely unacceptable by a business to do so. This is a form of extortion and it must be prohibited.

Regards,

Business

Response:

I am writing in response to the complaint filed by Ms. [redacted] aka [redacted] ("Customer")

According to the Customer, they have a lapse in service between two Retail Gas Agreements with Direct Energy Business ("DEB") from November 2013 – April 2014. Due to this, the Customer moved to a Market Based Rate ("MBR") and their $/kWh is double for the Customer’s November 2013 – April 2014 service periods. The Customer was unaware that they would be invoiced for a MBR when their initial Retail Gas Agreement expired in November 2013. The Customer recently signed a Retail Gas Agreement Renewal with DEB. The Customer states they would not have signed a Retail Gas Agreement Renewal if they would have known that they could not get a credit for the MBR invoices from November 2013 – April 2014.

According to DEB, the Customer signed a Retail Gas Agreement with DEB on September 30, 2011 for 24 months starting on November 1, 2011. According to the Customer’s Retail Gas Agreement, the Customer would be invoiced at MBR once the Customer’s Retail Gas Agreement expires as listed in Section 1.2 (Service after Delivery Periods):

Each Transaction shall terminate at the end of the applicable Delivery Period; however, if, after the end of any applicable Delivery Period, Direct energy has not dropped Customer and returned Customer to the Utility and Customer has not notified Direct Energy of its desire to obtain service from another natural gas supplier, any natural gas sold here under will be priced by Direct Energy at a commercially reasonable market-based rate and billed to Customer until either Party provides thirty (30) days’ prior written notice to the other Party of its desire to terminate such arrangement.

DEB invoiced the Customer for a MBR on the Customer’s invoices dated December 17, 2013 and January 17, 2014 for service periods November 7, 2013 – January 13, 2014. The Customer contacted DEB on January 30, 2014 and requested to get a credit for their MBR based on their invoices dates December 17, 2013 and January 17, 2014. DEB stated that since the Customer’s Retail Gas Agreement expired and moved to a MBR, DEB would not be able to provide the Customer a credit. Due to this, the Customer submitted a request to terminate Retail Gas Services with DEB on January 31, 2014. DEB submitted a request to New England Gas and received a confirmation that the Customer’s end date with DEB will be March 13, 2014.

The Customer agreed to a Retail Gas Agreement Renewal with DEB on February 5, 2014 for 24 months of services starting in April 2014. Since the Customer terminated Retail Gas Service with DEB, the Customer was not able to return to DEB’s Retail Gas Service earlier than April 2014. When the Customer signed a new DEB Retail Gas Agreement, the Customer was not offered a credit for their Retail Gas Services for the service periods invoiced at MBR. Also, due to the extreme and prolonged cold spell, which has significantly increased the demand for gas, spot pricing has spiked quite significantly throughout this winter. DEB customers who have defaulted to MBR from a fixed price product will likely be receiving a much higher invoice currently.

DEB Collections Department has been notified to contact the Customer and offer a discount to the Customer on the Customer’s current MBR balance. DEB’s Collections Department will contact the Customer within 1 – 2 business days.

If I can provide further information, please do not hesitate to contact me.

Review: Direct Energy Account No. [redacted] Phone ###-###-####Direct Energy is running a SCAM. Getting customers into signing up for electric and gas based on misleading sales pitch. I was told that its a fixed contract, and I don't have to worry about anything. Last year, I found out that I was charged 3 times more than for electric. I called in August 2013, and my contract was renewed to a lower rate to my knowledge.In February 2014, I found out that my gas bill is 3 times more than PSEG would have charged. Now Im finding out that my pricing for GAS has expired since February 2013. So when I called in August 2013, Direct Energy never informed me or renewed my pricing for GAS. Called them on Feb 28th after 35 minutes hold I was told that resolution team will look into it and will get back to me within 72 hours.Nothing from them for a week and called on March 7th again, and they told me that it will take another 3-5 business days. Told them to cancel my service and was told that it will take 1-2 billing cycles, in other words 1-2 months. What A SCAM.As a resolution, I want direct energy to go back to August 2013, and reimburse any overcharge since that time. As a company it is their responsibility to inform customers specially when they call, if any product has expired and need renewal. If they really want to provide cheaper electric and gas , then why is there any need for the contracts to expire. Give one fixed price for rest of life. I would appreciate if Revdex.com looks into this matter.Desired Settlement: Refund for any overcharge for GAS servcice since my call to direct energy in August 2013.

Business

Response:

The account belonging to Mr. [redacted] was originally enrolled with Direct Energy Services on April 24, 2011 by way of door to door sale. The account was enrolled for gas supply on a fixed rate of $0.799/Therm for 12 months with no early termination charges and electric supply on a fixed rate of $0.1099/kWh for 12 months with no early termination charges.

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

We investigated Mr. [redacted]’s concern in detail. After his initial fixed rate terms expired, the account migrated to month to month variable rates in accordance with the terms and conditions of the contract mailed to Mr. [redacted]; the electric supply term expired on June 12, 2012 and the gas supply term expired on July 12, 2012. Variable rate pricing fluctuates with market conditions. Due to the colder than normal temperatures and increased usage, variable rates have increased due to the current market conditions. Due to these findings, no reimbursement is owed. (Terms & Conditions attached)

On August 9, 2013 Mr. [redacted] contacted Direct Energy inquiring about his electric rate. The agent advised he was on a variable rate and offered him a new fixed rate of $0.1039/kWh for 24 months with no cancellation fee, which he accepted.

On March 14, 2013 Mr. [redacted] called Direct Energy to cancel his gas account. We submitted a cancellation requests to the utility; the utility accepted and provided an effective date of May 20, 2014

We attempted to contact Mr. [redacted]; however he was not available. A voicemail message was left providing my name and the direct number to our Resolution Department.

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

Review: directy energy calls repeatedly with no one on the line when pick up.###-###-#### is the number at which they are dialing from.Desired Settlement: to stop calling my number at ###-###-####

Business

Response:

[redacted] is not currently enrolled with Direct Energy.

Direct Energy has investigated Mr. [redacted]’s complaint in detail. Direct Energy would like to apologize for any inconvenience Mr. [redacted] may have incurred as a result of our solicitation attempts. Direct Energy has requested Mr. [redacted]’s phone number of ###-###-#### be placed on our Do Not Call List.

Due to the nature of this complaint, Direct Energy did not attempt to contact Mr.[redacted]. However, Direct Energy would like to advise Mr. [redacted] that it may take up to 30 days for all solicitation attempts to cease.

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

Sincerely,

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

Direct Energy’s Resolution Department

Review: In April 2013 Direct Energy was running a promotional offer for $50 Visa Gift Card for new accounts. I signed up 2 accounts and was told because they are at 2 different addresses I would get 2 gift cards after 6-8 weeks. After 6 weeks I received 1 gift card. After 9 weeks I called the 1800 number to find out the status of the other gift card. After being on hold and transferred a few times I was told I needed to call another company. I called them and they verified the other did not arrive and would send another out and I would get it in 6-8 weeks.An additional 8 weeks and no gift card. So I call direct energy again, get transferred a time or two and 20 minutes later find out they will send me another in 6-8 weeks. I said that is not ok, I want it overnighted. They said I would get a call tomorrow from customer resolutions and I can talk to them about it. No Call. So I call back and they said nothing they can do to help me and transfer me to voicemail of customer resolutions. I left a voicemail. (Meanwhile they were NOT the cheapest company and I signed up because they would be cheaper with the offers). No call again so I called for the 3rd day in a row and got transferred a bunch of times so they could find me state and find a phone number and got voicemail again to customer resolutions. I call corporate and they transfer me to TEXAS customer resolutions who cannot help me. Finally I call corporate again and get transferred to the voicemail of the President. I held up my sign up contract and they are unwilling to assist with a customer dispute and I have waited **TIENTLY for over 12 weeks. Now I am very angry, irate and switching carriers. The customer service is AWFUL!!!!!!!!Desired Settlement: $50 Visa Gift Card overnighted immediately.

Business

Response:

The accounts belonging to [redacted] and [redacted] were enrolled May 9, 2013 by way of a door to door sale. The accounts were enrolled for electric supply on a fixed rate of $0.0599 kwh for 12 monthly billing cycles with no cancellation fee. One of the electric accounts is enrolled and the other is cancelled as of December 16, 2013.

Direct Energy has investigated Ms. [redacted]’s complaint in detail. The accounts were enrolled under 2 names, and 2 addresses with anticipation of 2 $50 Visa gift card incentives. From the investigation it shows both gift cards were mailed 6/20/13. However one was returned to the company via the mail with the reason being recorded as “Attempted Not Known.” Notes indicate the address unknown was a garage address.

Direct Energy was able to speak with Ms. [redacted] regarding the above findings. Direct Energy was able to verify the address has been changed from the address on the account. The correct address to the mail the gift card, per Ms. [redacted] is: [redacted]., [redacted], [redacted]/st1:PostalCode>. The gift card will be mailed today. Ms. [redacted] was satisfied and appreciative. The gift card will be mailed today. Ms. [redacted] was satisfied and appreciative.

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

Consumer

Response:

I have filed two previous complaints against Direct Energy with Revdex.com. I have tried for several months and several hours to resolve the issue with Direct Energy. Upon signing up in April 2013 I was told I would receive a $50 Visa Gift Card. It is Dec. 2013 and still no card. I was told they sent it out 2 times. [redacted] from Direct Energy called and said it would be over nighted on Nov. **, 2013. I wrote emails to the president's office, tried to call customer service but voice box is full and you cannot leave a message. Most recently (TODAY) I called and the customer service representative HUNG UP ON ME when I said I cancelled my services but have an issue I need to talk to someone about!! ALL I gave him was my PHONE NUMBER!!!!! There is a huge gross misconduct in the customer service and FALSE advertising for consumers!!! We had a verbal contract that if I signed up I would receive $50 Visa Gift Card. I was on their management for 6 months and was to receive the card after 6 weeks!!!! I am VERY frustrated with trying to reach someone and get answers! I will file a formal complain with my District Magistrate!

I want a $50 Visa Gift Card and a Authoritive representitve to give me a call, to give me a tracking number for the gift card AND A HUGE HUGE HUGE APOLOGY for my wasted time on the phone, false promises of advertising and breach of contract!

Business

Response:

Direct Energy would like to follow up regarding the status of the complaint. Direct Energy did mail the gift card to Ms. [redacted] on November 26, 2013 as promised. Ms. [redacted] called December 11, 2013 and let us know she still had still not received the promised gift card. After investigation it was found the gift card was again mailed to the wrong address. Direct Energy verified the correct address to be 27 [redacted] Rd., Saint Mary’s, PA and mailed two $50 gift cards as apology for the error.

Direct Energy called Ms. [redacted] today, January 8, 2014 to verify the gift cards arrived. Ms. [redacted] verified the two $50 gift cards did in fact arrive and Ms. [redacted] was very satisfied.

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

Review: I was called in Nov.by Direct Energy Supply company for electricity, he said could save me money and I signed a contract for the [redacted], I also gave him my farm Brown Homestead account and Ididn't sign the contract for the farm. they charge me double the amount of the kwh for Dec amounting to 10420 kwh. I called the CMP and got a new bill and sent it to direct energy and they said they coudn't do any thing So I am stuck with a bill that should have been 5160 kwh. So the bill is over $2348.66 for 3 months. I already paid for December to standard Offer Service and that is the bill in question. I also paid for the bill for the school to Standard Offer service I have all the paper work and can fax it to you. There are 55 pages I have worked on this for the whole month.Desired Settlement: I want to get out of this contract and be forgiven of the late charges they said they forgive the taxes and late charges but they will not give me a new bill they said I have to pay the charges and they will send it back to me. No taxes on the [redacted] bill. I have the paperwork that I paid the reqired supply bill for December to Sandard Offer service in Maine for both companies. Then set up payments to cover the other 2 months.

Business

Response:

I am writing in response to the complaint filed by Ms. [redacted] DBA [redacted] (“Customer”)According to the complaint, the Customer states that they received an invoice from Direct Energy Business (“DEB”) forfrom December 2014 – January 2015 at double the Customer’s kWh at 10,420 kWh for the Customer’s account number[redacted] with DEB. When the Customer contacted DEB regarding this error, DEB stated to the Customer that they couldnot help the Customer. The Customer also states that they made payment to DEB since December 2014 for theCustomer’s 5 account numbers with DEB.According to DEB, the Customer contacted DEB on April 13, 2015 and stated that the 10,420 kWh usage that DEBinvoiced account number 136079 was incorrect from December 2014 – January 2015. DEB advised the Customer tocontact their local utility. The Customer confirmed that their kWh usage with their local utility was correct. DEB thenstated to the Customer that they would submit a request to their Billing Department and the Customer was provided withticket #[redacted] for this request. DEB was able to confirm that the Customer’s usage was incorrect and sent theCustomer a corrected invoice for account number [redacted] on May 6, 2015 for 5,250 kWh. DEB sent the Customer ane-mail on May 7, 2015 to apologize for the inconvenience this caused the Customer and will be providing the Customer agoodwill credit of $200 on the Customer’s next invoice.At this time, DEB has not received any payments for the Customer’s five account numbers since the Customer startedRetail Electricity Service with the Customer in December 2014. DEB offered to set the Customer up on a payment planon April 2, 2015.If I can provide further information, please do not hesitate to contact me.Sincerely,

Review: Our company, Tri-County Builders Hardware, received a letter on 3/11/2014 from Direct Energy "thanking us" for "enrolling" and stating their charges would begin on our Consumers Energy bill.We have NEVER came in contact with this company, nor authorized or agreed to enrolling in ANY of this company's services.I promptly called their customer service number and received ZERO assistance. Nothing but 'run-around' from the "customer service representative" who kept informing me "not to worry, because their service would be free". I repeatedly informed the representative we never authorized this service at this address, in which she just kept asking me for my name to confirm enrollment. This company needs to be reviewed in their business practices and illegal enrollment in their services. I still have no idea if this company has our business enrolled in their services, as the customer service rep refused to confirm why we received an enrollment letter, and if she was, indeed, cancelling it immediately.Desired Settlement: Any "enrollment" cancelled and our business address and information removed from their database.

Business

Response:

The account belonging to [redacted] was enrolled with Direct Energy on March 3, 2014 by way of a door to door sale. The account was enrolled for gas supply on a fixed rate of $4.59/MCF for 12 months with no cancellation fee. We submitted a cancellation request to the utility; the utility accepted and provided an effective date of March 17, 2014.

Mr. [redacted] expressed concern with the enrollment with Direct Energy. We take this type of concern very seriously and forwarded the details to our Sales Quality Team for further review. The Sales Quality Team fount the account was enrolled by Mr. [redacted], Manager and was the authorized individual to enroll the account. Mr. [redacted] completed a Third Party Verification (TPV) as well signed the contract. (contract and TPV call attached)

Direct Energy would like to apologize to Mr. [redacted] for the frustration he incurred with our customer service line.

I called and spoke with Mr. [redacted] regarding the enrollment with Direct Energy. He felt there was just some confusion on his part regarding the enrollment and was satisfied to hear the account was cancelled. I provided the call back number to the Direct Energy Resolutions line should he have further questions. He was satisfied and appreciated the call.

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

Consumer

Response:

In regards to Direct Energy's response. The "contract" attached is a forged signature. Mr. [redacted] has been an employee of our business for many years, and that is by far, certainly NOT his signature. Nor did he complete the "TPV" agreement. Again, I strongly urge Direct Energy to be reviewed as this "sale" was FORGED by the 'door-to-door salesperson' and we were illegally "enrolled" by this company with NO AUTHORIZATION .

However, in regards to our business personally. As long as we have no account, and no affiliation with this company, we are satisfied. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Last July (2012), we signed our business ([redacted]) up with direct energy. Within a half hour we called the sales rep and the company and cancelled the service. We received a letter that August stating they had received our cancellation, but we had not went to the end of our contract. The following may we received a letter from Direct Energy we owed them $2685.97. My wife called and they said they had no record of us cancelling. We next received a letter 10/9/13 from American Capitol Recovery, trying to collect; stating we gave 7 days to pay or they would try and collect on the full balance, accured interest, all applicable court costs, reasonable attorney fees. We cancelled the service, we never used their service.Desired Settlement: We do not feel we owe anything to Direct Energy. We went from cancelling within an hour of talking to the sales rep to owing $2700.00 for services from a company we never used.

Business

Response:

To Whom It May Concern: I am writing in response to the complaint filed by Ms. [redacted] on behalf of [redacted]’s [redacted] ("Customer 1). According to the complaint, the Customer signed a Retail Electricity Agreement in July 2012 with Direct Energy Business (“[redacted]”) and requested to rescind 30 minutes after she signed the Retail Electricity Agreement. The Customer called both the Representative [redacted] and [redacted]. The Customer also contacted [redacted] on August 6, 2012. [redacted] is charging the Customer an Actual Damage Fee when the Customer rescinded their Retail Electricity Agreement with [redacted]. According to [redacted], the Customer signed a Retail Electricity Agreement on June 29, 2012 to start in August 2012 for 24 months of service. [redacted] received from [redacted] a request to withdrawal the Customer’s enrollment on August 7, 2012. Due to this, [redacted] did not service the Customer for Retail Electricity Services. The Customer’s first contact to [redacted] was on June 3, 2013 stating that they should not be invoiced for an Actual Damage Fee since the Customer requested to rescind their Retail Electricity Agreement with [redacted]. [redacted] has no record of the Customer requesting to rescind their Retail Electricity Agreement prior to August 7, 2012. Pursuant to the following section(s) in the Customer’s Retail Electricity Agreement under the Terms and Conditions, the Customer did not rescind their Retail Electricity Agreement based on the requirements within the Customer’s Retail Electricity Agreement to do so: o Section 10 - Termination: This Agreement may be terminated an any time after the date hereof, (v) by Buyer, upon written notice of rescission of this Agreement within three (3) days. o Section 12-Special Right to Rescind: If the aggregate demand of all of the Buyer’s Facilities is less than 700,000 kWhrs annually, Buyer has until midnight of the seventh (7th) business day following the date that Buyer executes this Agreement to contact the Host Utility to cancel/rescind this Agreement and may do so orally, electrically, or in writing; provided, that any such rescission shall be promptly communicated to Direct Energy [redacted] communicated to the Customer on June 5, 2013, that she did not meet the requirements to rescind their Retail Electricity and owes [redacted] an Actual Damage Fee of $2,685.97. Pursuant to the following section(s) in Customer’s Retail Electricity Agreement listed under the Terms and Conditions, it is the Direct Energy Business position that the Actual Damages would be legitimate: o Section 10 - Termination: “This Agreement may be terminated at any time after the date hereof (i) by mutual consent in writing by the Parties, (ii) by either Party if there has been an Event of Default that is not cured within fifteen (15) calendar days of the defaulting Party’s receipt of written notice from the non-defaulting Party, (iii) by Direct Energy if Buyer fails to provide credit assurance requested pursuant to Section 6 within seven (7) days of being requested by Direct Energy; or (v) during a Monthly Renewal pursuant to Section 3, by either Party upon providing the other Party with thirty (30) days prior written notice.???????? o Section 1 1 - Effect of Termination: “In the event of termination as provided in this Agreement, all further obligations of the Parties under this Agreement shall terminate without further liability of the parties, except for the payment by the owing Party of any sums due and owing to the other Party for services rendered prior to the termination date, any Actual Damages (in the event of termination under subsection (ii) of Section 10), any confidentiality obligation of either Party which has arisen hereunder and any other obligation hereunder which by its nature survives the termination of this Agreement, and indemnification or confidentiality obligation of either Party which has arisen hereunder and any other obligation hereunder which by its nature survives the termination of this Agreement. If I can provide further information, please do not hesitate to contact me. Sincerely, [redacted]. Customer Operations Analyst Corporate

Review: This is the first time in my life I have ever felt a desire to file a complaint with the Revdex.com. The way Direct Energy salespeople solicit is completely unprofessional. Their articulation is a tactic I have to assume. Some person knocked on my door and the first words that came out of his mouth were, "Let me see your gas and electric bills so I can save you money." I thought I was about to be robbed. What sane person would say ok to that and walk away to get a bill with access to your home? Sounds like someone who is looking to rob you. I slammed the door shut and locked it. And he knocked again. I was about to call the police, but my family told me Direct Energy has been walking around the neighborhood soliciting. My next experience was a day I had my storm door cracked open a tad and some guy knocked on my door at least 10 TIMES. I was trying to feed my baby. I had to put my child down to tell him to leave. When someone says to leave your property, you better leave. He did not. He tried to keep talking. I told him to never come back to this address.A week later a guy and girl knocked on my door again. I told them to get off of my property and not come back and they argued with me. I finally put up a no solicitation sign and if they come back again I will call the police.These people should have shut their mouths and left my property the first time I asked. I should not have to ask twice. That becomes trespassing at that point. I urge anyone else to post complaints about their ridiculous solicitation attempts!Desired Settlement: IF DIRECT ENERGY WAS SMART THEY WOULD DISCONTINUE DOOR TO DOOR SOLICITATIONS. IT IS NOT SAFE.

Business

Response:

[redacted] is not currently enrolled with Direct Energy.

Direct Energy has investigated Ms. [redacted]’s complaint in detail. Direct Energy would like to apologize for any inconvenience Ms. [redacted] may have incurred as a result of our solicitation attempts. Direct Energy has added Ms. [redacted]’s address to our Do Not Knock List.

Due to the nature of this complaint, Direct Energy did not attempt to contact Ms.[redacted]. However, Direct Energy would like to advise Ms. [redacted] that it may take up to 30 days for all solicitation attempts to cease.

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

Review: Direct Energy delays applying the payment to the account so they can collect past due charges on account.I have my bank records when my electronic payments cleared from bank and a week later still getting delinquent letter even after my bank verified payment.Called them to discuss on 3 different times for 3 different incidents and no one to care.This is a rip off that requires investigationDesired Settlement: Refund for all the false past due charges

Business

Response:

I am writing in response to the complaint filed by Mr. [redacted] (“Customer”)According to the complaint, the Customer states they have been making payments to Direct EnergyBusiness (“DEB”) on time but continues to receive late fees and delinquency letters from DEB. TheCustomer states that they have notification from their bank that the payments were sent to DEB on time.The Customer contacted DEB three times and does not receive any answers from them.According to DEB, the Customer contacted DEB on January 25, 2015 stating that since they have beenmaking payment to DEB timely, they are filing a Revdex.com complaint against DEB for applyingtheir payments late to their ESID account number. Upon further research, DEB discovered that theCustomer is sending their payments to the Direct Energy Residential (“DER”) center. Our DER centerworks independently from our DEB center. DER does forward your payments to DEB once they are able toidentify that the Customer's payments are not DER payments, but there is a delay in doing so. This iscurrently not a payment method that DEB advises or offers to their Customers.DEB contacted the Customer on January 30, 2015 via phone (voicemail) and e-mail. DEB advised theCustomer to discontinue sending payments via the current payment method that the Customer is using orthere will continue to be a delay in applying the Customer's DEB payments to their DEB ESID accountnumber. DEB provided the Customer a list of current DEB payment methods to use going forward andwaived all of the Customer's late fees that were previously issued to the Customer. DEB also asked theCustomer whom they spoke with at DEB in the past as DEB only has record of the Customer contactingDEB on January 25, 2015. DEB did not receive a response from the Customer.If I can provide further information, please do not hesitate to contact me.Sincerely,[redacted]Sr. Customer Operations Analyst

Consumer

Response:

Not so.for the past 13 months payments were sent electronically the same way.

Review: I signed on with Direct Energy Business on May of 2012 and was given .0795 Kwh. Originally my bill was $1008.06 but has skyrocketed to over $3000.00 a month. I have spoken with [redacted] the gentleman who signed me up multiple times since early June and he said I would be compensated. To this day I have not seen any compensation! I have paid months of ridiculously high bills. I feel this company is a scam and takes advantage of its customers!!Desired Settlement: I want a refund for the difference in Kwh between the electric company and Direct Energy Business grossly increased pricing!!!

Business

Response:

I am writing in response to the complaint filed by Mr. [redacted] (“Customer”) DBA [redacted]

According to the complaint, the Customer states that they agreed to a Retail Electricity Agreement with Direct Energy

Business (“DEB”) in May 2012 for $.0795/kWh. The Customer’s invoices recently increased dramatically. The

Customer signed a new Retail Electricity Agreement with [redacted] in June 2014 and was assured that they

would receive a credit. The Customer continued to receive high invoices from DEB.

According to DEB, the Customer agreed to a Retail Electricity Agreement with DEB on February 10, 2012 for 12 months

of service starting in May 2012 by a DEB third party vendor (American Approved) for two of the Customer’s LDC account

numbers. According to the Customer’s Retail Electricity Agreement, the Customer would be invoiced at a monthly MBR

$/kWh once the Customer’s Retail Electricity Agreement expires:

o Section 3 Term: At the end of the Term, this Agreement shall automatically continue on a month-to-month

basis (“Monthly Renewal”) at the market-based costs as set forth in Section 4.

o Section 4 Price: The price per kWh during any Monthly Renewal will include the market-based cost for Energy

as determined by Direct Energy, plus all other taxes, costs, charges or fees which are set forth in the Price

section of this Agreement.

Upon receipt of this complaint, DEB followed up with American Approved. According to American Approved, the

Customer agreed to a new Retail Electricity Agreement with another Retail Electricity Supplier [redacted] Energy [redacted]

recently through [redacted] (an American Approved Representative). One of the Customer’s account numbers

was not enrolled timely with [redacted] and the Customer was not compensated for DEB’s MBR costs by [redacted] due to

this error. American Approved explained to DEB that the Customer’s complaint is against [redacted].

If I can provide further information, please do not hesitate to contact me.

Consumer

Response:

It is impossible for them to be charging market based cost when at times it was 3 times more per kwh than JCPL.

Review: About 2 months ago, two people entered my store and asked me to choose their company, Direct Energy, DE, as my Electricity Supplier, and promised their price is cheaper than my current supplier, [redacted] Energy. They showed a form and asked me sign. Since I did not trust them, I wrote a brief statement on the form and signed for my statement: " I am not responsible for anything on this page." (By my memory)About two weeks ago, I received a bio from [redacted] & Power ([redacted]) showing my electricity supplier was changed from [redacted] to DE and price was much higher than before.September 15, I called DE several times, but the problem was unsolved. Then I called [redacted]. A lady who answered my phone told me. She will try to connect DE. The one man (DE) and the lady ([redacted]) and me discussed on phone. The man. (DE) said they will send forms to me and after they receive these forms from me they will let me go back to [redacted]. I did not agree. I said I will never sign any paper with DE, because DE already cheat me. Then lady ([redacted]) suggested I pay this bill and next month bill, DE will let me go back to [redacted] free. The man (DE) agreed. I also agreed, even though I already overpay a lot.But September 23, I received a letter fro DE, telling me I will be charged "early cancellation fee". This let me send this letter to you, [redacted] Revdex.com. I request DE bring the form with my statement and signature (not a copy) to me and determine if DE cheats [redacted] and me or not.Desired Settlement: DE agree they did something wrong and return my lost.

Business

Response:

To Whom It May Concern:

I am writing in response to the complaint filed by Mr. [redacted] (“Customer”) DBA [redacted].

According to the Customer, they did not agree to a Retail Electricity Agreement with Direct Energy Business (“DEB”). When DEB provided the Customer documentation to sign the Customer wrote on the documentation, “I am not responsible for anything on this page.” The Customer received a letter from their local utility [redacted] Power and Light (“[redacted]”) stating that they switched Retail Electricity Service to DEB. The Customer called DEB to terminate Retail Electricity Service with DEB and was told they needed to submit their request in writing to DEB. The Customer refused and DEB verbally accepted the Customer’s request over the phone. DEB stated to the Customer that would not owe DEB Actual Damage Fees and would only need to pay for their charges from August 2014 – October 2014. The Customer received notification from DEB on September 23, 2014 stating that since the Customer terminated their Retail Electricity Agreement with DEB early, they would owe DEB an Actual Damage Fee. The Customer states that DEB agreed with the Customer that they did something wrong and should not invoice the Customer for an Actual Damage.

According to DEB’s records, the Customer agreed to a written Retail Electricity Agreement with DEB through United Energy Service, a third party vendor on the Customer’s behalf on July 15, 2014 for 18 months of Retail Electricity Services starting in August 2014. The Customer also provided United Energy Services a copy of their utility invoice. United Energy Services at this time has no documentation stating that the Customer wrote, “I am not responsible for anything on this page.” Having no reason to doubt such representation and warranty, nor the apparent authority of the Customer’s signatory, DEB proceeded under its normal business practices to provide the contracted services. This is pursuant to the Customer’s Retail Electricity Agreement Terms and Conditions:

“Section 16:Representations and Warranties: As a material inducement to entering into this Agreement, each party, with respect to itself, hereby represents and warrants to the other party as follows:

(a) it is duly organized, validly existing and in good standing under the laws of jurisdiction of its formation and is qualified to conduct its business in those jurisdictions necessary to perform this Agreement.

(b) the execution and delivery of this Agreement are within its powers, have been duly authorized by all necessary actions and/or board approvals and do not violate any of the terms or conditions in its governing documents or any contract to which it is a party or any law applicable to it.

DEB mailed a copy of the Customer’s Retail Electricity Agreement to the Customer on July 31, 2014. The Customer contacted DEB on September 15, 2014 and requested to terminate Retail Electricity Services with DEB. DEB requested for the Customer to submit their request in writing as required for all DEB Customers. The Customer refused and stated they did not have fax or e-mail. DEB made an exception and allowed the Customer to request to terminate Retail Electricity Service over the phone. DEB did not communicate to the Customer at any time during the call that the Customer would not pay Actual Damage Fees to DEB.

DEB sent the Customer an Account Termination Letter on September 19, 2014. This letter specifically states if the Customer terminates Retail Electricity Service with DEB, the Customer will be subject to Actual Damage Fees. It is DEB’s position that the Customer‘s Actual Damage Fees will be legitimate as listed in the Customer’s Retail Electricity Agreement:

o Section 10 – Termination: “This agreement may be terminated at any time after the date hereof, (i) by mutual consent in writing by the Parties, (ii) by either party if there has been an event of default that is not cured within fifteen (15) calendar days of the defaulting Party’s receipt of written notice from the non-defaulting party, or (iii) by Direct Energy if Buyer fails to provide the credit assurance requested, pursuant to Section 6, within seven (7) days of being requested by Direct Energy , or (iv) during a Monthly Renewal pursuant to Section 3, by either party upon providing the other party with thirty (30) days prior written notice, or (v) by Buyer, upon written notice of rescission of this Agreement within three (3) days.”

o Section 11 – Effect of Termination: “In the event of termination as provided in this Agreement, all further obligations of the Parties under this Agreement shall terminate without further liability of the Parties, except for the payment by the owing Party of any sums due and owing to the other Party for services rendered prior to the termination date, any Actual damages (in the event of termination under subsection (ii) or (iii) of Section 10 above), any confidentiality obligation of either Party which has arisen hereunder and any other obligation hereunder which by its nature survives the termination of this agreement.”

If I can provide further information, please do not hesitate to contact me.

Sincerely,

Sr. Customer Operations Analyst

Review: Direct Energy contacted National Fuel and Switched our natural gas supply from NoCo to themselves, without our permission.Desired Settlement: I have told National Fuel not to switch from NoCo but Direct Energy should not be allowed to just do that without any authorization.

Business

Response:

Good Afternoon,

The account belonging to [redacted]/ [redacted] was enrolled with Direct Energy on May 6, 2014. The account was enrolled for gas supply on a fixed rate of $0.569/CCF for 12 months with no cancellation fee. We submitted a cancellation to the utility; the utility accepted and provided an effective date of May 13, 2014.

Direct Energy investigated Mr. [redacted]’s complaint in detail. We forwarded Mr. [redacted]’s concern to our Sales Quality Team for further review. According to our records Ms. [redacted], authorized owner, provided all necessary information and completed the required Third Party Verification (TPV) call needed for enrollment (TPV attached). Based on these findings, the enrollment is valid.

Due to the nature of the complaint we submitted a cancellation to the utility; the utility accepted and provided an effective date of May 13, 2014. Ms. [redacted] will not bill with Direct Energy.

I attempted to contact Mr. [redacted] regarding the above mentioned findings; however, my attempts were unsuccessful. A voicemail was left with my contact name and phone number to the resolution department. I also mailed a letter to Mr. [redacted] to contact me regarding his concerns. Once contact is made, resolution will be provided.

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

Review: I was contacted in January 2014 by phone to agree to an electric generation rate of $0.0719/kwh for a 2 year contract agreement for my residence. I was asked if the phone call could be recorded and I agreed to record it. I agreed to this contract offer with Direct Energy, and they passed me on to a confirmation agency that again recorded my agreement to the contract. I was told it would take approx 2 months for the contract to be executed and begin showing up on my electric bill with the new rate. I was contacted in early March 2014 by phone by Direct Energy stating that there never was an agreement and they could offer me $0.0789/kwh now. I said that we already agreed to the rate of $0.0719 and was waiting for this rate to become active later this month or early next. They indicated that this agreement was never finalized. I said that I spent over 30 minutes on multiple recorded calls that we had an agreement in place. Direct energy did not honor this agreement.Desired Settlement: Our original agreed upon rate of $0.0719 for 24 months should be honored by Direct energy.

Business

Response:

The account belonging to [redacted] was enrolled with Direct Energy on December 27, 2013. The account was enrolled for electric supply on a fixed rate of $0.0789/kWh for 24 months with no cancellation fee.

Direct Energy investigated Mr. [redacted]’s concern in detail. We found on December 27, 2013 we contacted Mr. [redacted] and offered him a new fixed rate of $0.0719/kWh for 24 months with no early termination charge, which he accepted. We received a cancellation request from the utility on January 10, 2014 with an effective date of February 6, 2014. Due to the cancellation received from the utility; the contract was cancelled; therefore the agreement from December 27, 2013 was cancelled. If Mr. [redacted] would like re-enroll with Direct Energy he may contact our Customer Service Center at ###-###-#### for our available fixed rate plans.

We attempted to contact Mr. [redacted] on March 24, 2014 regarding the above mentioned findings; however our attempts were unsuccessful. A voicemail message was left providing my name and the direct number to our Resolution Department.

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