Direct Energy Regulated Services
Reviews and Complaints

i have never ever dealt with or even wanted to deal with direct energy regulated services . a few months ago i received an email from my current provider stating i had cancelled my services, i quickly called them to inform them that i did not wish to cancel and asked why and who authorized it. they could not tell me but they reinstated it and made a note about it. 2 days later i get a call from my service provider saying they got another notice to cancel my services, but they have a note and wanted to make sure i was actually asking to to cancel. i was no so they canceled the cancellation. this happened about 6 times. last friday i receive a letter from direct energy regulated services welcoming me as a customer. i quickly get in touch with my current provider to find out my gas had been canclled. i call direct energy regulated services and they tell me that my address showed up as no services so they pulled the land titles and automatically opened me an account. i am furious and ask them to cancel this and they tell me they cant. i call my actual service provider and was informed this actually happens alot and they put in a request to reinstate my services. i know this will not be the end of this, i am beyond frustrated and feel this is illigal. i am reporting to *** and want to warn people to stay away and i mean far away from this company

I've lived in my house for a year and a half. I have my energy bundled with my chosen provider. I pay for gas through them each month. Out of nowhere, I am sent a bill for $829.34 with an account number. I've never spoken to Direct Energy Regulated Services. Ever. I've never set up an account with them. This "bill" is out of the blue. I pay through my established energy provider. This had better not affect my credit rating. I refuse to pay for gas twice. This company set up an account in my name without EVER having contacted me, or me them. An absolute disgrace. It must be illegal. I've submitted a complaint with the AUC.

Paid final *** and they say I owe it AGAIN. $23.55 they call everyday but I already paid. Rip off customers

We relocated nearly a year ago to a different residence and transitioned our utility services, maintaining our account with Direct Energy. Just yesterday, I was stunned to receive a collections notice for an overdue account! I've been diligently paying my bills on time, including a hefty distribution/transmission fee, for the past two decades. Naturally, postal services can be delayed, and by the time I got the notice, I was merely two days away from having this issue affect my credit score. My frustration is immeasurable. Direct Energy alleges they attempted to reach me using a phone number associated with my previous account, which I have no recollection of. They made no apparent effort to locate me at my new address, phone number, or email. At that juncture, I requested that they send me the details via email.

When I arranged payment with the collection agency, I noticed the sum was unexpectedly low. It accounted for only the electricity charges and omitted the gas service. Upon contacting Direct Energy again, I was informed that a separate collection agency had been assigned to the gas service, which added to my confusion. It's bewildering to consider how others might overlook the precautions I took and still be unfairly ensnared by such a flawed system through no fault of their own. We are at the whim of a utility company that seems to show little concern for its customers. In my eyes, Direct Energy has shown a lack of humanity.

AND... The Direct Energy Regulated bills keep showing up months after I have cancelled their service. This company is like a bad cold sore, you just cant get rid of them. They have a collections company set up as I.C.E.? The lady on the phone was pleasant to speak with and explained that mystery bills that show up months later is normal. This is not normal to me and leaves me with a bad taste. If you are in the market for an energy and gas provider, steer far away from this company as they will keep sending you bills months after you cancel their service.

Direct Energy claimed that we cancelled a cheque payment four weeks after it was cashed, then threatened to cut off our service and charged us late fees. We have been long term customers, paying on time every month and never returned a payment on any vendor, ever. Even after providing banking detail proving that the funds were never returned, Direct Energy refused to investigate the issue on their end. The complaint process was horrible. They claimed the funds were returned on various dates (they couldn't get their documentation straight), they made us supply banking information multiple times (asking for information already submitted), and even though we provided everything they required to investigate the issue, in the end they outright refused to look into it claiming we pay or else. You can't call them, it has to be done through email and there are no people associated with the complaint process, it's just anonymous PDF's signed by the company. We would not recommend this provider.

Direct energy signed us up for an account without us ever knowing while the account is being paid from a tenant. We have a rental property condo unit at *** ab with a tenant living there which is responsible for there own utility management. We have contacted the tenant and they on numerous occasions contacted direct energy to have there name and contact information which they are paying regularly. Direct energy has also been contacted since August and informed us that they have made the changes and we are not in there system as an account holder but every 2 to 3 weeks we receive collection notices from them to me threatening to take legal action while we continue to contacted them and they assure us they have resolved the issue the account number is

I got billed for I service I did not request for gas natural for my house. I did not got any consumption I am billed for just for fees. I call than they say the account was opened automatic. They cancel this account but they still want me to pay this bill and it will be other bill for cancelation.

Hi, I was a loyal customer of a certain energy company for approximately 13 years or more for my current location. I always paid my account on time. I was on the budgeted plan until JULY , when I received notice via my account that this amount was increasing from $89.00 monthly to a higher amount. I contacted the energy company's customer service immediately letting them know that I will no longer require their services for my gas. I will look elsewhere as I am on a fixed income and I cannot afford the increase. I spoke with two other customer service representatives after this occurred. When my final bill arrived dated Aug. 4, it included a charge which I told them I could not afford. They both could not explain to me why I had to pay a budgeted amount when I was no longer a customer. Of the total amount due on my final bill, I made two payments of a total amount. I refused to pay the remaining balance. WHY? From my perspective, I don't know why I should be paying; explain it to me. NOW I AM BEING CHARGED LATE FEES.

Hello, two months ago I sold my property and canceled my utility services. Three weeks later, to my surprise, I received a Welcome letter from Direct Energy, stating I am their new customer. I have never signed anything with this company nor opened an account with them. When I called, they said that the reason for opening the account was because they conducted a property title search and, finding my name, assumed I required energy or gas services and added me automatically. I am puzzled as to how this practice is permissible by law. After a lengthy conversation with one of their representatives, they assured me they would close my account. Unfortunately, this did not happen. Today I received a bill for $103 CAD from Direct Energy addressed to me at the house I no longer own. This company's practices are highly questionable.

Regards

In March , we contacted Direct Energy to cancel their service effective April 1, due to the sale of our property and the subsequent change in ownership scheduled for that date. In July, while reviewing our bank statement, I noticed an unexpected payment to Direct Energy. Further examination revealed multiple payments had been withdrawn from our account: $103 on April 14, which I assumed was the final bill, $89.13 on May 19, and $91.98 on June 15. An attempt to withdraw an additional $54.22 in July was blocked by our credit union, which had placed a 'stop payment' on Direct Energy transactions.

I contacted Direct Energy on August 8 to inquire about the charges and to request a refund. They confirmed the cancellation of our account as of April 1, and acknowledged being informed of the property sale. However, they stated that upon review, the account had been reactivated shortly after cancellation, with one representative claiming it was reactivated five days later, and another stating it was on April 1 itself. We were never notified of this decision to resume billing nor were we asked to provide any additional information.

During the call, both representatives requested the name of the new owner, which I declined to provide, citing privacy concerns. They then requested proof of the property sale, so we sent an email with a redacted letter from our lawyer confirming the sale, omitting the sale price and the new owner's name.

Subsequently, we received an email from Direct Energy proposing to 'settle' the outstanding balance of $55.26 for $42.00. It was discovered that the new owner had initiated service with a different company on June 25. I sent a follow-up email to Direct Energy on August 8, to summarize our conversation, provide the redacted letter regarding the sale, and to formally request a refund.

Direct Energy Regulators had sent me into collections for payment on an account I never knew existed and never received any sort of payment warning on in any way shape or form. When I contacted them regarding this they informed that they couldn't get a hold of me and repeated a wrong telephone number to me. I corrected them and asked how I had an account with Direct Energy Regulators when I had never signed up for one. They informed that the charges were from when I was previously signed up with *** last November which was odd considering I was paying another company for energy at that time. The supervisor I was speaking to then informed that I was an irresponsible homeowner for not paying the outstanding charges. I told her to review my file and see that I pay every month within the same 3 day period. Every. Month. I am a single dad trying to do my best right now in pandemic conditions to provide for my family through great financial strain and difficulty and having a company that is allowed to set you up for phantom accounts and charge you for them without you knowing seems like an unscrupulous business practice to me and i'd like for the ComplaintsBoard.com to represent my consumer rights on this issue.

To whom this may concern,

I have had an ongoing bill issue with DERS since November . They were charging me for gas at a place I was not residing in from March 1, to November . I called them on April 22, to have my service address updated to my current residence. I was assured over the phone that my address had been updated. However, upon a detailed review of my gas bill in November , I discovered that they did not update my address as promised. Consequently, I was paying for gas at a residence where I was no longer living.

DERS requested proof of lease agreements for both residences, which I promptly provided. Additionally, my former property manager supplied them with a letter confirming the dates of my move-in and move-out. Despite this, DERS claimed that the letter and lease agreements were insufficient proof.

All my gas bill payments were made through my VISA, providing a clear record of payment. With proof of payment and lease agreements in hand, I am seeking assistance to obtain a refund for the gas charges incurred between March and November , amounting to a total of $809.79.

I received an epost notification regarding my Direct Energy bill stating I was overdue and owing $134 (double the amount). Called customer Support 5 times between 15:30 - 19:05. Each call was different answer until I asked to talk to Account Supervisor. The extra payment was from a missed billing cycle in September . It took 5 phone calls to find out a system generated issue from 2 years ago was this extra charge. All my statements had me paid either early or on time and no overdue payments stated anywhere or anytime. 22 months to figure out an extra payment is required from a computer issue is not acceptable. A double payment charge without explanation is not acceptable and each phone I made was misleading stating that I missed an email sent on June 23 when a Account supervisor confirmed there was NO email sent on June 23. They promised a resolution phone call on the second phone call within 10 minutes and I had to make a follow up phone call as their was none made as promised. 3rd and 4th phone calls were dropped upon transferring to supervisor. 5th call was supervisor telling me this charge was system error in September .

Despite having sent email notice of end of lease, (twice) I am still being charged for energy services at an address where I no longer live.

Direct Energy Regulated Services (DERS) opened an account in my name on June 06, to bill me for an address that I no longer live at. My wife and I moved out of an apartment in Edmonton. My wife completed the move out inspection with the landlords on May 30 and turned the keys over to the landlords. At that time, my wife and I canceled our utility accounts as we had already signed up for utilities at our destination city. Several days later, we receive a notice (by mail-forwarding service) from DERS, telling me that they have identified me as the responsible party for the old address. I contacted DERS by phone, replied by email, and filed a billing complaint via web form on their website. Despite the MOVE OUT INSPECTION document I emailed to the designated address (on June 26), containing the MOVE OUT DATE, TENANT SIGNATURE, and LANDLORD SIGNATURE, they have AGAIN asked (on July 8) for the original lease agreement (even though I provided it in my last email as well). They have made no change or indication of a change to my billing account for the address site in question - an address which I do not own, occupy, or claim in any manner whatsoever.

In December , Direct Energy Regulated Services began erroneously including the address and gas bill of another homeowner in Calgary, AB, to my personal gas bill for my residence, also located in Calgary, AB. I had previously sold the other property in 2016 and had even provided Direct Energy with a PDF copy of the real estate sales documents, which clearly indicated the transfer of ownership to the new owners on June 30. During a conversation with Direct Energy's customer service last week, I inquired about the process that allowed an account to be opened and linked to my current address and bill without my authorization. Their response was, 'well, someone needs to pay the bill.' Back in November , I received a notification stating that an account had been opened in my name at the address of the house I had sold, with billing set to commence in December . I immediately contacted them to clarify the impossibility of this situation, as I was no longer the owner of that property. They acknowledged the mistake and assured me that the account would be closed promptly. However, that resolution never materialized, as I have continued to receive monthly bills for both properties, including the one I no longer own or reside in.