I switched to Direct Energy 4 months ago, which was a huge mistake! Before making the transition, I compared the Kilowatt rate and charges among different Houston electricity companies. Direct Energy made my top 3 choices.
I called to make sure there were no extra charges and to confirm the rate and information that I saw online. The customer representative assured me that there would only be a 5.00 base charge for kWH over 1000. This was not a problem for me, but I asked once again, to make sure there were no additional charges. She said yes.
I called the two other companies and asked them the same questions, and Direct Energy appeared to be the best choice. WRONG! It has been four months now, and they have put all kinds of extra charges that I never saw with my previous company, up to $8.00! In addition, they've upped my Kilowatt Price from .087 to .090! WHAT THE HECK?
With my previous company, the highest my electricity bill would be is 60 bucks because I live in a small apartment. Now, my current bill is $93 in November, when I do not even use my air conditioner or heater?! RIDICULOUS!
Therefore, I decided to call and figure this out. The customer service number on the bill is always busy. You can never get a representative. Therefore, I called the number to sign up for the electricity. I presented my question kindly, and they said I needed to talk to billing personal. They said they would transfer me, but they hung up on me twice!!! Finally, I called again, and someone did actually transfer me.
After waiting on the phone for 15 minutes, I finally got a billing representative. I asked him about the extra charges, and he could not explain to me what they were. He said that they are technically not "Direct Energy" but a billing service. Therefore, I was not even talking to a Direct Energy representative but a contract hired billing company?!?! This was so frustrating. I then asked who could I talk to that could answer my questions. He then gave me the number that is on the bill, which does not connect you to anyone. It is busy day and night. I've tried calling it at all hours.
I looked up a number online that connects you directly to the electricity provider (Direct Energy), but there is no way to speak to a representative about your bill. It is all automated!!!!! I can't even find out how much longer I'm stuck with this company!!!! WHAT A NIGHTMARE!!!! THEIR CUSTOMER SERVICE IS HORRENDOUS! I can't imagine if I had to move, and needed to contact a representative. There are not enough words in the English language to describe how pissed I am. HOW CAN A COMPANY LIKE THIS STAY IN BUSINESS! THEY NEED TO BE SHUT DOWN!!!!! DON't MAKE THE MISTAKE I MADE!