Sign in

Direct Energy, LP

Sharing is caring! Have something to share about Direct Energy, LP? Use RevDex to write a review
Reviews Direct Energy, LP

Direct Energy, LP Reviews (146)

August 25, 2016 [Complaint No: [redacted]]  – [redacted] Account # [redacted]   COMPLAINT SUMMARY:   Ms. [redacted] states she has been double and triple charged by Direct Energy, and has not been refunded. Payments have been drafted from both her and her mother’s bank account....

Additionally, her mother’s bank account was also drafted for the amounts of $66.56 and $210.60. Ms. [redacted] further states that her mother is not associated with her account.   SUMMARY OF INVESTIGATION:   Ms. [redacted] had been a Direct Energy customer from August 21, 2015 to May 26, 2016 at [redacted].   On August 20, 2015, Ms. [redacted] contacted the Customer Service Department to inquire about energy prices for address [redacted]. The agent advised a deposit may be required based on her soft-based credit check. Ms. [redacted] did not proceed with an enrollment, stating she would call her current provider to learn more about her current rate.   On August 20, 2015, the same person called back from the same telephone number, then advising her name was [redacted]. Ms. “[redacted] performed an enrollment for [redacted]. She provided an email address and a Social Security Number.   On November 11, 2015, Ms. [redacted]) contacted the Customer Service Department and requested to establish automatic payments. Automatic payments have since been received on the account.   On May 19, 2016, [redacted] called to establish services at [redacted]., [redacted]. She provided the same Social Security Number, but provided a different email address. The existing account retained the previous email address given during the initial enrollment.   On May 20, 2016, Ms. [redacted] contacted the Customer Service Department to update her account to reflect her correct email address.   On May 25, 2016, we received an Inbound Drop for the [redacted] premise.   On July 15, 2016, we received an automatic payment for the amount of $136.34 [for [redacted]]. The same day, Ms. [redacted] submitted an additional payment for the same amount via the web. The duplicate payment was later refunded on July 20, 2016.   On August 15, 2016, we received an automatic payment for the amount of $169.71 [for [redacted]]. The same day, Ms. [redacted] submitted an additional payment for the same amount via the web. The duplicate payment was later refunded on August 18, 2016.   On August 23, 2016, a complaint analyst was able to speak with Ms. [redacted] regarding the investigation findings.   COMPANY RESPONSE:   Services for Ms. [redacted] were established with Direct Energy on August 21, 2015, following an enrollment performed by [redacted] using [redacted]’s name and Social Security Number. [redacted] provided her own email address, resulting in email correspondence being delivered to her.   [redacted] later established automatic payments on the account on November 11, 2015.   Ms. [redacted] enrolled services at her current premise on May 19, 2016, using her own personal information, which was already provided by [redacted] provided her own email address; however, the system failed to update, resulting in correspondence being delivered to [redacted].   [redacted] later submitted payments towards her account in addition to the automatic payments previously established. These duplicate payments were later reversed.   When reviewing [redacted]’s account, it was determined that payments of $210.60 and $66.56 made by [redacted] were associated with a different account.   On August 23, 2016, a complaint analyst was able to speak with Ms. [redacted] regarding the initial enrollment performed by [redacted], as well as the automatic payments that were previously initiated.   The analyst advised they payments of $66.56 and $210.60 drafted from Ms. [redacted]’s personal bank account were associated with a different account, further advising that [redacted] would need to contact the Customer Service Department to dispute the payments.   While the analyst expressed the above circumstances did not warrant a waiver, the analyst did advise that Direct Energy would waive her Early Cancellation Fee, should she establish service with a new provider.   If Ms. [redacted] has any further questions regarding this matter, Direct Energy remains available to assist.

Good Morning, Please note that I have emailed the [redacted] call referenced in the attachments to [redacted].  It was too large to succcessfully attach to this response. Please find the response for review. Thank you,
  
COMPLAINT
SUMMARY:
 
[redacted]
[redacted]...

[redacted] states on [redacted]th, [redacted] she spoke to a Direct Energy
(DE) supervisor inquiring why service had not been started at her
apartment.  [redacted] states she was told
the previous tenant had not terminated service. She states she was advised to
contact the apartment complex.  [redacted]
states she contacted DE and advised she no longer wanted the service and was
requesting a refund of a $100 deposit. 
She states she was advised the service had started on [redacted].  [redacted] states she received an invoice for
service from [redacted]-**, [redacted] which included an activation fee for
approximately $76.  [redacted] stated she
contacted DE sometime around [redacted] or **, [redacted] and was advised the calls
would be reviewed to determine if a refund of the deposit would be processed.
[redacted] states she called DE on [redacted] and was advised the calls had
not been located.  [redacted] states she
wants to be refunded her $100 deposit.   
SUMMARY
OF INVESTIGATION:
 On [redacted], [redacted] attempted to enroll[redacted] online and continued to get an
error message.  A DE agent placed an
outbound call to the phone number she listed online, [redacted], and left a
voice message asking [redacted] to contact DE.  A copy of the call is attached.
On [redacted] contacted Direct
Energy and asked to speak to a supervisor. A copy of the call is attached.  [redacted] was advised that the online
enrollment did not go through and the supervisor advised she was not able to
provide the exact reason, but she could make sure the enrollment could be
completed that today.  The enrollment in
the system did not have an address and could not locate an ESI ID for the
premise provided.  
 [redacted] provided the supervisor the information to
enroll for service at [redacted].  The agent placed her on a hold to contact Texas
New Mexico Power, because the system for initiating service could not locate
the address she was providing.  The agent
advised [redacted] that Texas New Mexico Power advised her it was an occupied
premise with service for [redacted], with another provider.    [redacted] stated he used to live there and
she still gets his mail. [redacted] stated she had no relation to [redacted].
  [redacted] was advised the system was
continuing to reject the enrollment.  [redacted]
[redacted] stated she was at work and had no more time to be on the phone to enroll
service, and that it was our responsibility to get service connected.  The agent offered to continue to work with the
transmission distribution provider (TDU) and try to get her service started.   [redacted] asked to be called back at
[redacted] as a follow-up. 
 The supervisor was able to get service connected on
a month to month rate as [redacted] requested. The soft credit check indicated a
$400 deposit was required.   The supervisor was able to have an exception
made to accept the $100 deposit already paid so service could be started.  A note was placed on the account to advise the
customer.  A call was to be placed to the
customer, but she contacted Direct Energy to cancel before it was made. 
 [redacted] contacted [redacted] and asked the
agent to refund her $100 deposit because she no longer wanted service with
DE.  The agent advised her that her
service had been connected as of [redacted].  She stated she did not want the service and
asked to have her deposit refunded. 
 The customer service agent processed her request for
a refund of the deposit, but failed to process the cancellation request. 
 An Inbound Drop from Switch was received from the Market
on [redacted], [redacted].  The final invoice was
processed on [redacted], [redacted] for the period from [redacted] to [redacted],
[redacted].  The final invoice current charges
were $73.91 which included the customary Texas New Mexico Power connection fee
for $54.  The account was left with a
credit balance of $29.09.  A copy of the
invoice is attached. 
 [redacted] contacted DE on [redacted], [redacted] and disputed
the charges she had received on the final invoice.  A billing inquiry was initiated by the
agent. 
 [redacted] contacted DE on [redacted] and
requested to speak to a supervisor.  She
disputed the charges and was advised a billing inquiry was in process.
 A Revdex.com complaint was received on
[redacted] and a hold was placed on the account. 
 The analyst reviewed the account and calls and
determined that the customer service agent did not properly cancel the service
on [redacted], [redacted].
 [redacted] was contacted by the complaint analyst and
advised of the findings.  [redacted] was
advised the full $100 refund would be processed.  [redacted] accepted and agreed with the
resolution.  She provided an additional email
address to be advised when the refund check would be processed.
 The complaint analyst determined that a refund was
already processed for $26.09, but had been mailed to the premise without the
apartment number.  A stop payment was
placed on the check and a request was made for a $100 refund to the
customer.  [redacted] was sent a message  at both e-mail addresses she provided of [redacted] and [redacted]
advising [redacted] the refund would process in the next 10 business days and be
mailed to her.  A copy of the email is
attached.
 COMPANY
RESPONSE:
 Direct
Energy (DE) confirms that an online enrollment attempted by [redacted] on [redacted]
**, ** was rejected.  [redacted] was
contacted on [redacted] , [redacted] at the phone number she provided in her online
enrollment, [redacted].  A message was
left asking her to contact DE.
 Service
was connected effective [redacted] after [redacted] spoke to a supervisor and
expressed her frustration with the process and customer service she had
received. 
On
[redacted], [redacted] when [redacted] contacted DE to cancel her service and get a
refund of her deposit, the agent failed to cancel the service.
 An
Inbound Drop was processed on [redacted], [redacted] and the final invoice was
processed on [redacted], [redacted].  The invoice
charged [redacted] for the usage and applied the deposit to the amount due
leaving a credit balance of $26.09.
 The
complaint analyst has initiated a full refund of $100 to [redacted] and advised
her to allow 10 business days for processing.
Direct
Energy (DE) prides itself on maintaining and exceeding a high level of customer
service, and we regret anything that may be considered below satisfactory. If [redacted]
[redacted] has any further questions regarding this matter, DE would be more than
happy to discuss this resolution further.
Attachments:
 
, [redacted] Enrollment Failure Call
[redacted]
[redacted] Supervisor Call
[redacted]
**, [redacted] Final Invoice
, [redacted] Email

August 27,
2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Ms. [redacted] states she signed up for service, and she
added $30 to her account.  She states she
move on August 1, 2015, and called to notify customer service of the...

move.  Ms. [redacted] states she was advised service
address changes cannot be updated on Saturdays. 
She further states she contacted customer service again on Monday to
report the change of address.  Ms.
[redacted] states the agent did not ask her to provide her new address, but states
the agent stated her address was updated in the system. 
Ms. [redacted] states she received texts notification
from Direct Energy stating her account had a negative balance.  She further states she contacted Direct
Energy regarding the notifications.  She
states she was told she was being charged for usage.  Ms. [redacted] states she advised the agent she
updated her address online and contacted Direct Energy to confirm her address
was updated in the system.  She states she
asked the agent why the system reflects her old address.  She states the agent advised the address was
never updated in the system.  Ms. [redacted]
states she was in the process of enrolling her new premise for service with
Direct Energy, but states she was disappointed with the customer service and
cancelled the new enrollment. 
Ms. [redacted] states she continued to receive text
message notifications reflecting the account continued to incur charges for
usage. She states she contacted Direct Energy again regarding the new balance
on the account.  She states the agent
transferred the call to the Customer Care Center.  She states an agent answered the call but
disconnected the call.  Ms. [redacted]
states the balance continues to increase, and states Direct Energy will not
assist her with resolving the issue.  She
states an agent opened a dispute on her behalf, but she only received a text
stating the dispute was resolved negatively. 
She further states Direct Energy continues to bill her for usage at a
premise where she no longer resides.  Ms.
[redacted] states she wants the account closed. 
In addition, she requests a reimbursement in the amount of $14.55.
COMPANY
RESPONSE:
Direct
Energy confirms we do not have an account for [redacted] at [redacted].  In addition, we
do not have record of sending usage notifications.
A
complaint analyst spoke to a person who identified herself as Jasmine
[redacted].  Ms. [redacted] stated she is not
associated with address [redacted]  She further stated she did not file a
complaint against Direct Energy with the Revdex.com. 
The
person filing the concern may contact Direct Energy to provide additional
information to further our investigation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  When I talked to them on the phone I was told the amount owed was $50 they told me they tried contacting me numerous times with no answer to  tell me about the gift cards my response was I have a voice mail why was there never a message she told me she could not answer that I would have never accepted gift cards for a refund I can not deposit gift cards into my account I assumed they would take care of the issue as they did the first time it was Christmas eve when I received the gift cards that said nothing about a refund I thought it was because of all the problems I had from being over billed twice that I noticed for multiple months at a time!

Good Morning,  Please find the following response for your review.  
December 26,
2014
RevDex.com case #:  [redacted]
Account
#:  [redacted]
COMPLAINT SUMMARY: 
[redacted] states he has not been able to make a payment online
when he logs into his account.  He states
he gets a message that the system is under maintenance and to check back
later.  Mr. [redacted] states he works late
hours and is not able to call during normal business hours.   Mr. [redacted] states when he calls Customer Service
after hours, the system asks for his phone number and account number then asks
him to wait to be connected to an operator, at which time he then gets a message
the office is closed.
SUMMARY OF INVESTIGATION:
Direct Energy confirms [redacted] has been a Direct Energy
Power-To-Go customer at [redacted] since
September 15, 2014. 
[redacted] receives daily text messages which provide the daily
usage and account balance.
On December 9, 2014, two Low Balance Warning messages were sent to
the cell phone on record.  
On December 16, 2014, the nightly message advised the account had
a negative balance and would be disconnected if payment was not made. 
On December 17, 2014, service was disconnected for
nonpayment. 
A payment was made by Mr. [redacted] on December 17, 2014 at 11:10AM
with a representative.  Service was
reconnected upon receipt of the payment. 
The only Customer Service contact from Mr. [redacted] in December 2014 was
made on December 17, 2014 when he made a payment with a customer service agent for
reconnection. 
A Revdex.com complaint was received on December 18,
2014, and a hold was placed on the account. 
The complaint analyst spoke to Mr. [redacted] on December 18, 2014.  Mr. [redacted] was advised the online system is
having some improvements made and it has resulted in the online payment mode
not being available.  The incident has
been escalated to our Digital Team and a resolution is forecast to be completed
the first week of January 2015.
Mr. [redacted] was provided several payment options which include:  contacting our Customer Service Center at [redacted] and
making a telephone payment Monday – Saturday from 7:30 a.m. to 8:00 p.m. CST,
or by locating an authorized payment center at
[redacted]
The complaint analyst
apologized for the inconvenience the maintenance of the online system has
caused to Mr. [redacted].  Mr. [redacted] accepted
the resolution and was advised he will be contacted by the analyst when the
online payment option is available.
COMPANY RESPONSE:
Direct Energy Power-To-Go acknowledges the online payment portal
is undergoing maintenance to better serve our customers.  Direct Energy has payment options available
to all customers which include contacting our Customer Service Center Monday –
Saturdays from 7:30 a.m. to 8:00 p.m. CST, or by going to an Authorized Payment
Center.
A
complaint analyst spoke with Mr. [redacted] and provided our findings.
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 [redacted] has any further questions regarding this
matter, Direct Energy would be more than happy to discuss this resolution
further.
v

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I was told that on 01/11/2016 a technician from Oncor would be sent to physically take apart the meter, free of charge, and that they would call me before entering the premises. I received no call, and no technician has appeared at my residence.  However, I did receive a voicemail from direct energy stating that a meter read would cost me $75, when I was told by the supervisor from Direct Energy that no fee would be applied and that my physical meter read would be free of charge. Upon further research, I have used city date research tools and discovered; on my own; that the Kwh I have been charged would not equal the usage for a 700sq foot mobile home. In fact, it is extremely high. Yes, I have accounted for the weather changes. The analyst is incorrect. Attempting to deflect to my usage being high as a result of electric heating is ridiculous. Her multiple attempts at deflecting to the faulty meter, the adjustment made, and the disconnection of my account were not only rude but showed a lack of care. She astounded me with her use of arrogance and continuously interrupted me. I choose to put as little funds on the account as possible because of the massive errors in reads, this is why the account reflects several disconnections. This is not a point of concern, this is a statement made in my defense. The analyst did not take into consideration that as soon as their was a disconnect a payment was made.I am in the process of changing providers because of my frustration with this company. If need be, I can provide the emails I received from Direct Energy, as well as City data for my residence.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  This is bogus. Last year my bill was never this high. Why are they all of a sudden charging additional fees without notifying me. I am being forced to be without AC.I do not wash not dry. And I am literally without using any light and still I'm being charged more than when I used my heater this past winter. Why did these charges incur when last yr I was paying much less. When did [redacted] notify us of these additional charges. Now I have contacted [redacted] and they direct me to A&P. I have also emailed them several times and until one hour ago I received an email from [redacted] Look at my past bills..if you claim that you have always billed this way then why don't my past bills reflect those charges?
[Provide details of why you are not satisfied with this resolution.]
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
From: Chucktime [mailto:[redacted]] Sent: Friday, April 24, 2015 5:04 PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] I was told it would be in the mail on Friday which was a week ago,this company continues to lie Sent from my iPhone
Regards,

October 11, 2016 [Complaint No: [redacted]]  – Allen [redacted] Account #:  [redacted]   COMPLAINT SUMMARY:   Mr. [redacted] states he was set up on a Deferred Payment Plan.  He states he made his payment one day early and was told he broke the plan and his services would be...

interrupted.    SUMMARY OF INVESTIGATION:   Mr. Allen [redacted] has been a customer at [redacted]., [redacted] since June 20, 2012.  Service is provided to the residence and an outdoor security light.    On July 26, 2016, a Disconnection Notice was issued in the amount of $176.78.    On August 10, 2016, a Deferred Payment Plan ([redacted]) was initiated in the amount of $436.02, to be paid in six installments.   On August 17, 2016, an invoice was issued in the amount of $179.70 due by September 6, 2016.   On September 16, 2016, an invoice was issued for current charges in the amount of $151.15 due by October 5, 2016.    On September 22, 2016, a Disconnection Notice was issued in the amount of $474.62 due by October 3, 2016, to prevent a disruption of service.   On September 23, 2016 to September 30, 2016, collection calls were place to Mr. [redacted].  The phone was not answered.    On October 1, 2016, Mr. [redacted] contacted [redacted] ([redacted]) to state he made a [redacted] payment one day early in the amount of $46.01 and he received a letter advising his [redacted] had not been paid.  Mr. [redacted] stated he planned to contact the Revdex.com to resolve the issue.    On October 3, 2016, a complaint analyst located a payment made on July 20, 2016 using the Interactive Voice Response system (IVR) in the amount of $176.78.   The payment was applied by Mr. [redacted] to an account that had closed on December 17, 2010.  A payment in the amount of $46.01 was made using the IVR on September 19, 2016, to the same closed account.  On October 3, 2016, both payments were transferred to the active account for Mr. [redacted].    On October 3, 2016, Mr. [redacted] made a payment in the amount of $474.62.  After the cash transfer of the misallocated funds and October 3, 2016 payment the account balance reflected a credit of $51.24.    On October 7, 2016, a complaint analyst spoke to Mr. [redacted].  The findings were provided and Mr. [redacted] was provided his active account number to be used for all payments.  Mr. [redacted] did not realize he was using a closed account number to make past payments.    COMPANY RESPONSE:   [redacted] Retail Energy ([redacted]) confirms that payments made by Mr. [redacted] on July 20, 2016, and September 19, 2016, were made using the Interactive Voice Response system (IVR) to a closed account.    On September 22, 2016, a notice was mailed to Mr. [redacted] notifying him a Deferred Payment Plan had been broken.    On October 3, 2016, the missing payments were located and applied to the active account for Mr. [redacted].   The findings were provided to Mr. [redacted] who confirmed his acceptance and agreement with the resolution.    [redacted] Retail Energy prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactory. If Mr. [redacted] has any further questions regarding this matter, [redacted] would be more than happy to discuss this matter further.         Tell us why here...

[Complaint No:
Revdex.com[redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
 
Ms.
[redacted] states her parents were
approached by a door to door salesman.  She
states her parents signed up to Switch their services to Direct Energy.  Ms. [redacted]...

further states the agent asked
for five family members who might be interested in switching to Direct
Energy.  She further states  all family members provided as references
were switched to Direct Energy without their consent.    Ms. [redacted] states she received
notification from ERCOT that her electric provider had changed.   She further states the agent employed
deceptive business practice to switch her and her family’s services to Direct
Energy.
 
SUMMARY
OF INVESTIGATION:
 
On August 3, 2015, a person identifying herself as
[redacted], spouse of the account holder, processed an enrollment to Switch
services to Direct Energy for the following premises:
 
*         [redacted]
*         [redacted]
*         [redacted]
*         [redacted]
*         [redacted]
 
On August 8, 2010, Direct Energy submitted requests
to return the above mentioned premises to the previous provider.
 
On August 17, 2015, Direct Energy waived the charges
on all affected accounts.
 
On August 17, 2015, a complaint analyst spoke with
Ms. [redacted] to provide the findings of our investigation.
 
COMPANY
RESPONSE:
 
On August 3, 2015, a person identifying herself as
[redacted], spouse of the account holder, processed an enrollment to Switch
services to Direct Energy for the following premises:
 
·         [redacted]
*         [redacted]
*         [redacted]
*         [redacted]
*         [redacted]
 
 
On August 8, 2010, Direct Energy submitted requests
to return the above mentioned premises to the previous provider.  As a courtesy, all charges on the account
will be waived.
 
A complaint analyst spoke to Ms. [redacted] to
provide the findings of our investigation.
 
 
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. [redacted] has
any further questions regarding this matter, Direct Energy would be more than
happy to discuss this matter further.

On September 16, 2014, [redacted] was
approached by a Direct Energy Door to Door sales representative about switching
to Direct Energy. A Third Party Verification call for enrollment validation was
completed.
On September 30, 2014, Direct Energy
created [redacted]...

requesting Reliant Energy regain the service back to
the Date of Loss. Direct Energy has identified additional complaints with the
representative [redacted] spoke with and the agent has been terminated. [redacted] will not be responsible for fees or charges from Direct Energy.
Direct
Energy apologizes for the actions taken by the representative [redacted] spoke
with. The agent has been terminated as a result of additional concerns.
However, Direct Energy cannot reimburse for the requested damages of $888.12.
Direct Energy will only waive fees and usage associated with the time [redacted]
was with Direct Energy.
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 [redacted] has any further questions regarding this matter, Direct
Energy would be more than happy to discuss this
resolution further.

August 4, 2015
[Complaint No:
[redacted]] – [redacted]
Account #:
[redacted]
 
COMPLAINT
SUMMARY:
 
Ms.
[redacted] states she selected to remit a partial payment of $63.00; however,
$377.00 was drafted from her account. She is concerned she is having...

issues
receiving the refund after making a request.
 
COMPANY
RESPONSE:
 
Ms.
[redacted] has been a Direct Energy customer since November 16, 2011at [redacted] S [redacted]
St, [redacted], TX.
 
She
was sent her most recent invoice on July 21, 2015 for the amount of $314.09.
 
Our
records reflect Ms. [redacted] submitted a payment online for the balance. In
addition, she selected to include a $63.00 donation with her payment. As a
result, the total amount of $377.09 was withdrawn from her financial
institution.
 
At
the request of Ms. [redacted], a payment correction was logged on July 29, 2015 to
refund the entire amount of $377.09. While these funds are typically returned
within several business days, the refund process may take up to twenty business
days to complete.
 
A
complaint agent attempted to contact Ms. [redacted] without success to advise the
refund has been processed and her funds should be returned soon.
 
If
Ms. [redacted] has any further questions regarding this matter, Direct Energy would
be more than happy to discuss this matter further.

Customer Refund Check Number
[redacted] was issued on [redacted] and mailed [redacted] to [redacted]. There is no further action for Direct Energy to take. [redacted] should receive the check within 7-10 business days of [redacted], dependent upon [redacted] delivery.

Good Afternoon, Please see the following response for review.  Thank you,
September 17,
2015
[Complaint No:
[redacted]
Account #: [redacted]
 
COMPLAINT
SUMMARY:
 
[redacted] states she was falsely evicted from her apartment, and asked...

to have
her electrical services temporarily suspended. 
Ms. [redacted] states she received an outrageous invoice from Direct Energy
which included $106 in past due charges. 
Ms. [redacted] states she had to be out of her apartment on March 10,
2015.  Ms. [redacted] states she had a $100
deposit due back from Direct Energy.  Ms.
[redacted] states she contacted Direct Energy to dispute the deposit not being
returned.  Ms. [redacted] states she wants
to receive copies of her invoices, and is asking to have the Early Cancellation
Fee waived. 
 
SUMMARY
OF INVESTIGATION:
 
Direct Energy confirms [redacted] was a customer
at 1[redacted] from December 22, 2014 to March 27,
2015.
 
Ms. [redacted] enrolled in a 12 month contract which
would end on December 15, 2015, and has a $200 Early Termination Fee.  A copy of the Electricity Facts Label is
attached.  Service began on December 22,
2014 after payment of $100 Deposit. 
 
On February 27, 2015, an invoice was issued in the
amount of $203.08 due by March 18, 2015. 
Charges included a past due amount of $123.00.  A copy of the invoice is attached.
 
On March 1, 2015, a Disconnection Notice was issued
for $123.00 due by March 12, 2105 to prevent a disconnection of service.   A copy is attached.
 
Collection calls were placed to Ms. [redacted] with no
answer on March 1, 2, 3, 4, 5, 6, 8, 9, 10, 11 12, and 13, 2015.
 
A disconnect for Non-Payment was sent to the Market on
March 13, 2015 for service to be disconnected on March 17, 2015.
 
Service was disconnected on March 17, 2015.  A collection call message was left on March
17, 2015.
Collection calls were placed to Ms. [redacted] on March
20, 23, 23, and 23, 2015 with no answer. 
 
On March 23, 2015, Ms. [redacted] contacted Direct
Energy stating she was evicted from her apartment on March 6, 2015.  Ms. [redacted] stated she had called to cancel
service, and she was advised there was no record of a call. 
A Move Out was submitted to the Market for
completion on March 27, 2015. 
 
On March 29, 2015, the final invoice was issued in
the amount of $439.98 due by April 15, 2015. 
A copy is attached.
 
On March 28, 2015, Ms. [redacted] contacted our Customer
Service Center stating she would not pay the Early Cancellation Fee because she
was evicted, and did not have a forwarding address.  Ms. [redacted] was advised the charges were
valid, and she was responsible for the amount due.  Ms. [redacted] did not have a forwarding address
to provide.  She was advised that service
could not be temporarily suspended because of her eviction. 
 
On April 2, 2015, the account was turned over to a
collection agency.
 
On April 15, 2015, the final invoice was returned to
Direct Energy. 
 
On April 20, 2015, Ms. [redacted] contacted our Customer
Service Center stating she had called and requested a Move Out on March 9, 2015.  She requested the call be located, and an
inquiry was opened. 
 
On April 22, 2015, a call was placed to Ms. [redacted]
at [redacted] and a message was left by our Customer Service advising that
there was no record of any calls from her number to Direct Energy.  
 
On September 8, 2015, a Revdex.com
complaint was received. 
 
The complaint analyst spoke with Ms. [redacted] on
September 14, 2015 and obtained an address for her at [redacted].  Ms. [redacted] was
advised the analyst had been unable to locate any calls placed to DE to cancel
her service the first week of March 2015. 
The analyst offered to credit the $200 Early Cancellation Fee and
advised Ms. [redacted] she was responsible for paying for the usage.  Ms. [redacted] was advised the $100 deposit was
applied to her final balance.  The
balance due after the Early Cancellation Fee was waived is $233.95.  Ms. [redacted] was advised she may contact our Customer
Service Center at 1-888-305-3828 to make the payment or submit the payment at a
pay station.  Ms. [redacted] accepted and
agreed with the resolution. 
 
COMPANY
RESPONSE:
 
Direct
Energy confirms [redacted] was a customer at [redacted] from December 22, 2014 to March 27, 2015.  Service was disconnected for Non-Payment on
March 17, 2015.  A Move Out was processed
on March 27, 2015 and the account was closed. 
The final invoice applied the $100 deposit to the outstanding balance, and
also included a $200 Early Cancellation Fee, which was later waived as a
gesture of goodwill.  The remaining
balance due is $233.95. 
 
A
complaint analyst spoke with Ms. [redacted] was presented our findings and resolution.
 
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If [redacted]
has any further questions regarding this matter, Direct Energy would be more
than happy to discuss this matter further.
 
Attachments:
 
Electricity
Facts Label
February
27, 2015 Invoice
March
1, 2015 Disconnection Notice
March
29, 2015 Final Invoice
 
 
 
 
v

Sent: Monday, September 21, 2015 4:29 PM To: drteam Cc: Office of the President - DER Subject: [redacted] Complaint ID [redacted].   We have no record of Ms. [redacted] requesting a Move Out on the date specified in her complaint.  However, Ms. [redacted] will receive a refund check in the amount of $14.55 in four to six weeks.  The refund will be mailed to [redacted] L.C. [redacted] Direct Energy Tulsa Office of the President - TX [redacted] Email Disclaimer The information contained in or attached to this email is intended only for the use of the addressee. If you are not the intended recipient of this email, or a person responsible for delivering it to the intended recipient, you are strictly prohibited from disclosing, copying, distributing, or retaining this email or any part of it. It may contain information which is confidential and/or covered by legal, professional or other privilege under applicable law. If you have received this email in error, please notify us immediately by return email. The views expressed in this email are not necessarily the views of [redacted], nor its [redacted]n subsidiaries, and the said companies and their respective directors, officers and employees make no representation, nor accept any liability, regarding its accuracy or completeness, unless expressly stated to the contrary.

Please find the contract that I signed.   The complain I have is the price Direct Energy charges per them versus PSEG.
Thanks,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you...

wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11927454, and find that this resolution would be satisfactory to me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

From: Hogue, Jason [mailto:[email protected]] Sent: Tuesday, February 10, 2015 9:06 AM To: drteam Subject: RE: Regarding Case ID: 10408748   Hello, Our records indicate the check was sent on January 29, 2015 and [redacted] cashed the check yesterday, February 9, 2015.   Thank you!   _____ Jason Hogue Customer Solutions Analyst

November 10,
2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Ms.
[redacted] states she previously had a debit with Direct Energy totaling $841.77.
She states after filing bankruptcy, the
debt with Direct Energy was still...

owed.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] was a Direct Energy customer at [redacted] Apt # [redacted], TX from June 30, 2008 to March 9, 2009.
On March 11, 2009, Ms. [redacted] was issued her final
invoice for the amount of $841.77.
On May 4, 2019, the unpaid debt was turned over to a
third party collection agency, IC Systems.
On November 10, 2015, after reviewing Ms. [redacted]’
bankruptcy documentation, we have initiated the process of re-calling the debt
from IC Systems, and will write off the balance due to the bankruptcy. Ms.
[redacted] will no longer owe the balance. Direct Energy did not initially take
action to remove the debt due to the debt being previously turned over to IC
Systems, and Direct Energy was not included in Ms. [redacted]’ bankruptcy
documents.
On November 10, 2015, a complaint agent spoke with
Ms. [redacted] to advise of the resolution. She was satisfied.
COMPANY
RESPONSE:
Direct
Energy forwarded Ms. [redacted] unpaid debt of $841.77 to IC Systems, a third party
collection ggency, on May 4, 2019. Because the debt had previously been
surrendered, and Ms. [redacted] did not include Direct Energy within her
bankruptcy documentation, Direct Energy did not initiate the removal of the
debt.
Since
reviewing her bankruptcy documentation, Direct Energy has initiated the process
of re-calling the debt from IC Systems in order to write off the debt. Once
complete, Ms. [redacted] will no longer owe the debt. This was communicated to
Ms. [redacted] on November 10, 2015 when speaking with a complaint agent. Ms.
[redacted] was satisfied.
If
Ms. [redacted] has any further questions regarding this matter, Direct Energy would
be more than happy to discuss this matter further.

Check fields!

Write a review of Direct Energy, LP

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Direct Energy, LP Rating

Overall satisfaction rating

Add contact information for Direct Energy, LP

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated