You may have guessed from the title that this post is a departure from my usual goal of inspiring others. Just to be clear, DON`T CHOOSE DIRECT ENERGY. OK. Now here is why. As I explain please keep in mind neither I nor my wife have time to get jerked around like this and the only reason we haven’t cancelled so far is because we have been scared of just never getting our money back. We are in a tight spot in life where the time and financial needs have been growing, the economy hasn’t, and I have a million other ways I would rather be spending my time then writing this post right now. But, Direct Energy has earned this post.
July 27, 2017
We had previously sent a request to update our address on August 27 as that was when we were moving to a new house. July 27 they sent us a letter to OUR NEW ADDRESS that they would be taking out $200 out of our account as we were going to be considered new customers and they didn’t trust us. Previously, they had also sent this same type of letter to our new landlords whose name the Direct Energy service was under. They had to call direct energy 2 or 3 times totaling more than 4 hours and almost cancelled the service until DE realized DE was wrong and wasn’t supposed to charge them $200. DE also promised our landlord they wouldn’t charge us the $200 either.
August 15, 2017
The $200 was taken out of our account. My wife called back the same day and after the poorly trained lady on the phone tried to convince here there was nothing she could do about the fee… my wife was put on hold and the lady came back and said, “Well, if you pay by credit then I guess we are supposed to waive the fee.” Yes, thanks for telling us what we already knew now do your job is what we were thinking. She said she would refund the money but actually had no idea how it would happen. My wife accepted that because she is very trusting.
September 7, 2017
Now we find out they didn’t refund the money but instead put it as a credit on our account. The W immediately called and mentioned that it was supposed to be refunded. Trainee and supervisor said there was nothing they could do. Manager Rose said she would put a rush on it so instead of the 45-60! days that it normally takes it would only be 30-45 days…
November 20, 2017
They have no had our money interest free for over three months. We still haven’t gotten any cheque. Supervisor Danny said there is nothing they can do and will resend another cheque which will take another 30-45 days. My wife didn’t have time to try and escalate it further as we have a newborn and two other kids to take care of. By the end of this if we ever do get our money back they will have had it for over 5 months. Of course if I didn’t pay for that long I would have had a cold house by now as well as being charged interest!
If you look at their twitter account it is advertising and complaints entirely. Every part of this company is corrupt from marketing, to providing the service to customer service. If you want to be told there is nothing that can be done to help you as a customer and to have long wait times, be put on hold while they probably go on lunch and forget about you and never get your money back… chhooooosssssseeeeee DIRECT ENGERGY!
Thanks again for sharing in my misery,
ps If you are reading this Direct Energy, JUST COURIER THE CHEQUE with the interest you have made on my money for all these months! You sure got the letter requesting payment to us fast somehow…
Update November 20, 2017
My Twitter post at least got my wife speaking to an English person that was competent. Turns out Danny lied to us and the cheque wasn’t sent to our correct new/current address. The initial letter was sent to the new address before we moved and then the cheque was sent to our old address after we moved!! The English speaking person could indeed see that in whatever system she used. Still the only thing she could do was offer to send us the cheque and we would get it in two to three weeks. THESE PEOPLE ARE NOT HELPFUL! Even the intelligent nice ones sadly.
I will happily pay more to another company now just to ensure that I am not supporting anyone at DirectEnergy.
Some tags so that hopefully other people find this post… Sherwood Park, Alberta. Canada, Edmonton Area natural gas provider best awesome cheap good scam utilities utility provider regulated.