Direct Energy Regulated Services Reviews | directenergyregulatedservices.com @ PissedConsumer

Bill L Ckj

They treat longtime customers really bad

Oct 03, 2020

1.0

My last payment which I made was Aug 29th 2020. My Gas bill for approximately $180. was due Sept 27/20. On Sept 29/20 I get a letter from them that they are disconnecting my Gas on Oct 12/20 unless I pay them 455. I have been with them since 2012 and this is the way they treat a customer who has been with them for this length of time. I've decided that I will be looking to take my business to Atco. Direct energy regulated services are greedy extortionists plain and simple and they treat their long time customers like dirt.

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Preferred solution: Apology

User's recommendation: Thought I would give heads up to people who have never dealt with them. Don't do business with them unless you want to be treated like the above.

Charis Zbo

Rip off

Jan 29, 2018

1.0

We signed up with direct energy regulated in Alberta. They never once sent us a bill to let us know how much to pay I paid over 200 bucks a month for electric only Now they are trying to say i owe them over 700 dollars bur wont give me statements. What a nightmare to deal with Stay clear if these *** they just want your money

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Reason of review:

Pricing issue

Anonymous

Guest-1146953

Calgary, Alberta

Anybody can cancel your account???

Dec 12, 2017

2.3

I have had a business account with Direct energy for over 7 years. Several months ago direct energy sent a letter to my address to the attention "current occupant". The letter stated that services would be disconnected if no one was occupying the space. I called immediately and they said that we cancelled our account. I assured them that we were in full operation and the account was never cancelled by anyone in our Organization. Prior to discussing with me they asked me many security questions to as I am the only authorized person on this account. Upon further research I found out that my neighbour had cancelled their address but Direct Energy inadvertently cancelled the wrong address. He had realized this and called, Direct assured him it would be corrected and my business would be unaffected. Not the case. I called 3 times, the first they tried to charge me a new deposit and a reinstatement of account fee, I believe it was 200.00 for the deposit and approx. 37.00 for reinstatement. After speaking with a manager they told me that they would waive the deposit and reinstatement fee. Gee, thanks. A month goes by and I get a demand letter for the 200 dollars and have been charged a nominal amount for reinstatement. I call again and they assure me it will be credited and removed from my next bill so I paid what was owed for services provided. A short time later I receive another demand letter and even though I have been paying for my services they charged me interest on the deposit amount. I called again and they say now I have to pay the deposit and interest.

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Loss:

$5000

Reason of review:

Someone else cancelled my account

Preferred solution: Let the company propose a solution

1 comment

DirectEnergyHelp

Dec 14, 2017

We are sorry to hear of this experience. We sent you a private message so we can gather some account details in effort to get this reviewed right away. All the best, - Cole

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Anonymous

Guest-872874

Saint Albert, Alberta

Lack of Customer service

Jun 27, 2016

1.5

After 48 minutes on the phone with people who have a very poor command of the English language, went through the Customer Service person, the Supervisor and the Manager on Duty no one could answer a simple yes or no question. Did they receive my APW request sent in a month ago. I own the property jointly but my name is not on that particular account for some reason. I have all the documents, the bills, the account numbers. I was not asking to make any changes to the account, nor was I asking for account details as I have them all in front to me. The manager would not forward my call to his superior, just kept telling me that he was the manager and could deal with this. He would not even give me the name of his supervisor. No phone number for Direct Energy Regulated Services to speak with someone in Canada. I have 6 separate Direct Energy accounts that I will be moving to another provider.

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Loss:

$7000

Cons:

Hard to navigate through the automated system
Long wait on line
Run around trying to get answers

Reason of review:

Poor customer service

Preferred solution: Let the company propose a solution

1 comment

DirectEnergyHelp

Apr 26, 2017

Good afternoon, we are very sorry to hear of your negative experience with Direct Energy. We want the opportunity to look into your account to resolve your issue if has yet to be addressed.

Please email us at dedigitalcare@***.com with your full name, account number, phone number, mailing/service address, and your issue needing to be addressed at your earliest convenience.

Thank you and have a wonderful day. -Rose

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Dyan Edt

Edmonton, Alberta

Cancelled Agreement

Nov 04, 2015

I signed a direct energy agreement. I cancelled well within the alloted legal time. They now claim I owe them over five hundred dollars. Yes that is correct over $500. Canadian. I stayed with my original provider and owe them nothing. It should be impossible for them to keep hassling me. I have received NO gas or electricity from this Company. They are the NON REGULATED DIRECT ENERGY in Alberta Canada I have received absolutely nothing from them. I will never receive anything from them as I will never agree to participate in their mad schemes. their email is DirectEnergy.com /Deals I don't know if you can help me with this but I am tiredof their bs.

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Cons:

Outrageous billing
Being ripped off

Reason of review:

Company trying to rip me off

Preferred solution: Let the company propose a solution

1 comment

DirectEnergyHelp

Apr 27, 2017

Good Morning, we are very sorry in the delayed response and to hear of your negative experience with Direct Energy. We want the opportunity to look into your account to resolve your issue if it has yet to be addressed.

Please email us at dedigitalcare@***.com with your full name, account number, phone number, mailing/service address, and your issue needing to be addressed at your earliest convenience.

Thank you and have a wonderful day. -Rose

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Anonymous

Guest-680363

Grande Prairie, Alberta

Direct energy ----The worst experience in my life---never use it

Aug 10, 2015

Direct Energy Regulated Service (DE): The most terrible services and rude representatives I have ever received/met!! Before I moved to Grande Prairie i checked two times (i thought one person may not get the job done correctly) to make sure electricity and gas would be available on the day i moved in. All the customer service representatives told me that my account was good and power and gas would be available on that day. But gas what? There was NO POWER, NO GAS. After driving an cube moving truck the whole day, my family and i were so tired, but had to call DE and been told we even did not have an account with them!! the DE representatives were very very rude. called so many times to DE and nobody knew what was going on and just kept telling me no requests have been received. while i was on the phone with DE, Atco gas person rang the bell and told me they cannnot connect gas if no electricity and they will charge over $200 if they have to come again. The first night at my new home NO power, NO gas, frustrated, tried, angry --- the whole family. THe most ridiculous thing happened when i received the first utility bill: I have been charged for $260 for the previous tenant. on the bill it says "distributor reconnected fee" but actually that is the money owned by the previous tenant. Even a MANAGER from Direct Energy told me that i have to paid for the previous tenant because it was my responsibility to make sure the previous account is clear. BUt why do not you tell me this when i opened my account? This was like you go to a restaurant and you are asked to pay for the previous guest just because you are sitting at the same table... Every time i called my heart sank, feeling so miserable.... but I have to fight to this evil company, it is very time consuming and not good experience. Consumer advocate helped. let's see if DE will correct their mistakes and refund me. I already cancelled the services with DE. NEVER NEVER NEVER trust Direct Energy.

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Reason of review:

Pricing issue

1 comment

DirectEnergyHelp

Apr 27, 2017

Good Afternoon, we are very sorry in the delayed response and to hear of your negative experience with Direct Energy. We want the opportunity to look into your account to resolve your issue if it has yet to be addressed.

Please email us at dedigitalcare@***.com with your full name, account number, phone number, mailing/service address, and your issue needing to be addressed at your earliest convenience.

Thank you and have a wonderful day. -Rose

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Anonymous

Guest-689539

Grande Prairie, Alberta

5 account numbers

Aug 26, 2015

I received 2 cancellation notices for account numbers that were not mine in late June. Phoned and emailed to find out where these came from. Never got an answer. Less than a week later, received the "pink" bill from Direct Energy home services, and 2 days later received 2 blue bills from Direct Energy Regulated Services charging $500 signup fee. Phoned and refused to pay. Received a bill the next month with half the signup fee credited. Phoned to get an explanation and was told nothing. Received another notice saying account was overdue. Paid it up. Haven't received a bill since but did received a $150 "refund cheque". Don't know why.

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Loss:

$500

Cons:

Billing tactics

Reason of review:

Problems with payment

Preferred solution: Full refund

3 comments

DirectEnergyHelp

Apr 27, 2017

Good Afternoon, we are very sorry in the delayed response and to hear of your negative experience with Direct Energy. We want the opportunity to look into your account to resolve your issue if it has yet to be addressed.

Please email us at dedigitalcare@***.com with your full name, account number, phone number, mailing/service address, and your issue needing to be addressed at your earliest convenience.

Thank you and have a wonderful day. -Rose

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Caira Gtl

Calgary, Alberta

Late charges without sending me a bill

Apr 17, 2015

1.0

Direct Energy took over my Electricity billing without my authorization. I was with Direct Energy Regulated Service with no problems until they switched systems in October. I never received a bill, even though I tried contacting them, for 5 months and then charged me 500.00 late payment penalty. I made 3 payments against my Regulated account which they sent back. I don't think giving a person 10 days to pay a 1700.00 bill is fair. I will be telling everyone I know to switch their billings to another provider. Their customer service is horrible. When I phoned them because I wasn't getting a bill, they said it was because I had a credit balance.

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Loss:

$519

Cons:

Their customer service
Customer service

Reason of review:

Poor customer service

1 comment

DirectEnergyHelp

Apr 27, 2017

Good Afternoon, we are very sorry in the delayed response and to hear of your negative experience with Direct Energy. We want the opportunity to look into your account to resolve your issue if it has yet to be addressed.

Please email us at dedigitalcare@***.com with your full name, account number, phone number, mailing/service address, and your issue needing to be addressed at your earliest convenience.

Thank you and have a wonderful day. -Rose

Reply

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Resolved

Johnna Nrw |

Calgary, Alberta

Resolved: Direct Energy double billed me in Calgary

Nov 25, 2014

1.7

I have two properties and Direct Energy Regulated Services claims that I have not paid my October bill. After calling them numerous times and even faxing proof of payment, there is no solution. Every time I talk to a customer representative they don't seem to want to understand what the term "Cheque has been cashed" means. I have been told by another source that Direct Energy has outsourced their customer service to Manila, Philippines. The last time I have spoken to some "customer representative" he asked me for my birth date. Unbelievable. I have now switched over to another energy provider but I guess I will have to pay again because I do not want a bad credit rating.

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Loss:

$100

Pros:

Their prices

Cons:

Their customer service

Reason of review:

Poor customer service

Preferred solution: Send a new invoice showing the payment I have made.

2 comments

DirectEnergyHelp

Apr 26, 2017

We apologize that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution.

We can be contacted at DEdigitalcare@***.com anytime! -Eden

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Anonymous

Guest-508435

Burnaby, British Columbia

Direct Energy Regulated: Update on bad customer service

Jul 09, 2014

Today I FINALLY got a hold of a manager in my district area. After months and months of dealing with the horrible service, which I found out, is out sourced to a company overseas, they finally transferred my call to where I lived. The manager not only listened to what I had to say but took the time to explain to me about how the banks works and why the error occured with our payments. We were on the phone for at least 2hrs. The two hours in which I didn't feel like I was a criminal as the customer rep made me feel. She was polite, established a rapport with me, practiced effective listening, she established and regained control of the call and positive call management. Something those customer reps overseas lacked. I told her that we need our calls to be local not overseas and why its so frustrating talking to them and them not comprehending. She even took the time away from her busy schedule to listen to my experiences with the customer services. Because the calls are outsourced, you can from the beginning of the call them to please transfer your call to your local area. This happened to me where I asked several times to please contact me to a manager and every time they said no. It wasn't until I raised my voice, threatened BBB that they finally transferred my call. To have our calls not outsourced anymore, I suggest we all send a complaint to Direct Energy Regulation directly. On their website there is contact information. Email complaints to them and explain your experience. I also suggest going to the office and hand delivering it to the person in charge and tell them this complaint better be taken seriously. We, the consumers, have rights too. We pay them to handle and manage our account and services. We pay their wages so it's time we tell them how we like to be treated and how services should be delivered.

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1 comment

DirectEnergyHelp

Apr 26, 2017

We apologize that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution.

We can be contacted at DEdigitalcare@***.com anytime! -Eden

Reply

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Direct Energy Regulated Services

Direct Energy Regulated Services Overview

Media from reviews

Bad experience with direct energy

They treat longtime customers really bad

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Anybody can cancel your account???

Lack of Customer service

Cancelled Agreement

Direct energy ----The worst experience in my life---never use it

5 account numbers

Late charges without sending me a bill

Resolved: Direct Energy double billed me in Calgary

Direct Energy Regulated: Update on bad customer service

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