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 ***. 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 ***. 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 moved almost a year ago to a new address and switched over utilities, continuing with Direct Energy. Yesterday I receive a collections notice for account in arrears! I pay on time(a rediculous distribution/transmission fee) every month for 20 years. Of course mail is slow, once I receive the notice Im 2 days away from being reported on my credit. Im beyond furious. Direct energy claims they tried contacting my by a phone number on the old account that *** never heard of before. No effort put in to track me down at my new address/phone or email. At this point I ask them to email me the ***.I line up payment with collector and notice the amount is low. Only covering the electricity side, not gas. I call Direct again and they tell me another collector has been hired, a completely different collector! Im perplexed as to how others may miss the steps I took and be completely be *** by this broken system to no fault of their own.At the mercy of a utility company that couldnt care less. Direct Energy are monsters.

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 *** 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 *** that this amount was increasing from $89.00 monthly to $***. I contacted direct energy customer *** immediately letting them know that I will no longer require their services for my gas. I will look else where as I am on a fixed income and I cannot afford the increase. the 2 other CSRs, *** and *** after this occurred. When my final *** arrived dated Aug. 4 it included $***.00 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 $*** on my final *** I made 2 payments of a total $***. I refused to pay the $***. WHY? From my perceptive I don't know why i should be paying explain it to me . NOW I AM BEING CHARGED LATE FEES.

Hello, 2 months ago I have sold my property and cancelled *** (***) services. 3 weeks later to my surprise I've received a Welcome letter from Direct Energy, stating I am there new customer. I have never sign anything with this company nor open an account with them. When I called they said that the reason for opening the account was because they did property title search and when my name came up they saw that I wasn't using any service for energy or gas so they added me automatically, How is that even legal? After long conversation with one of their representatives, they assured me to close my account. Unfortunately this did not happen. Today I received a *** again for $103CAD from Direct Energy under my name that was sent to the house that I am not even the owner anymore. This Company is one big ***.Regards

In March we contacted Direct Energy to cancel their service as of April 1 as we had sold the property at ***, ***, *** and the new owner would take possession on April 1,2020. In July I was checking our bank statement and noticed Direct Energy had taken a payment. As I checked back, I found Direct Energy had taken a number of payments. April 14: $103 (likely a final payment) May 19: $89.13, June 15: $91.98. They also tried to charge an additional $54.22 in July but our credit union had put a "stop payment" on Direct Energy. I phoned Direct Energy on August 8 and asked why they were still charging us and asked for repayment. They acknowledged we cancelled our account as of April 1 and we had informed the representative the house was sold. The rep agreed it was cancelled on April 1 but said they reviewed the account and restarted it (one rep said 5 days later and another rep said it was restarted on April 1). Direct Energy never contacted us to inform us of their unilateral decision to restart and charge us nor did they ask for additional information. Both reps I spoke to at Direct Energy asked for the name of the new owner. I said I believed that would be a breach of privacy for me to give them that information. The rep then asked for documentation the house was sold. We emailed them a letter from our lawyer to confirm sale but whited out the price and we did not send the name of the new owner. We received an email from Direct Energy offering to "settle" the now $55.26 bill for $42.00. It appears the new owner started an account with a different company on June 25. I followed up with an e-mail to Direct Energy on August 8 to summarize conversation, sent copy of letter re sale and request repayment.

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 Gas at a place I was not residing in from March 1- November . I called them on April 22 to have my LOCATION changed from *** to my current residence, ***. I was told over the phone that my location was changed. I looked thoroughly at my Gas bill in November to find out that they did NOT switch my location. I was paying for Gas at *** residence when I WAS NO LONGER LIVING THERE! DERS wanted proof of lease agreements for the both residences. I provided them with both lease agreements. I had my old property manager/ Landlord, ***, provide them with a letter stating when I moved in and when I moved out of *** residence to *** residence. Again, DERS told me that the letter and lease agreements were not good enough proof. I paid every Gas bill with my VISA so there is proof of payment. There is proof of lease agreements. I would greatly appreciate some assistance to get a REFUND on the money I paid for Gas between March - November , total I paid between March and November: $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 Dec 2019, Direct Energy Regulated Services started adding another home owners address/property (***, Calgary, AB) and gas bill amount owing to my own personal gas bill at the address which I reside (***, Calgary, AB). I sold this other property (***) in 2016 and emailed Direct Energy recently a PDF copy of the real estate sales documents as requested by them which showed possession of the new owners June 30. When I spoke with customer service last week at Direct Energy and asked them how someone can just open an account without my consent and just add it to my current address and bill, they told me " well someone needs to pay the bill". I called them in Nov 2019 when I received a letter notice saying an account was being opened in my name at (***) with billing starting in Dec/2019. I called immediately and asked them how that is even possible since I don't own the house. They told me it was an error and they would close the account right away and of course that never happened since for 3 months now I've been getting monthly bills for 2 properties one of which I do not even own or live in.