Direct Energy Account Manager

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The app itself is alright, but when you pay your bill, it doesn't give you a "Confirm Payment" page. Plus you have to fill in the amount you want to pay manually and they put the previous months amount right above the area where you're entering the amount you want to pay. Because of these two things, and forgetting I'm on auto pay, my bill was paid 3 times and I have to wait 10 days for my money to be refunded. I know that this is my fault for not paying close enough attention, but an additional page to confirm the amount you want to pay could have made me realize that I was paying the wrong amount, and saved myself and their CSR's the time of having to be on the call.

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This company will swing you round and round until you are soo confused you just pay the gargantuan prices... they will not work with you in assistance to vital issues. I own 26 rental properties and of which 19 use Direct Energy. Oh and when someone calls from the “Executive Team”, Havier informed me I was being dishonest as he had all calls reviewed. He argued with me. After he addresssd me as “Jason”, I explained that we are not on a first name basis.. want me to pay high fees, terrible customer service, and never get anything accomplished in your favor.... I can’t urge you enough to shop around and VERIFY ALL INFO YOU RECEIVE IS VALID. Direct Energy is in breach of contract but highly disregarded. Think, review, and analyze everything before getting suckered in and are locked in a contract with incorrect information and pricing. Company offers different rates and promos but refuses to acknowledge. “The system”, I am told has me as a customer since June. This is not true as I was using a different electric. Never been so disappointed and this is so frustrating.

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When I originally set up account I called to set up our service and the person was quoted a higher price over the phone that was listed online. I believe I was connected to a third party company that was trying to make additional profit by reselling. ( this number is listed on direct energy website). I decided to call other numbers and I did get the listed price. Upon annual renewal I believe I got the same person again. He was quoting about 50% more than what was offered online. When I asked why he said let me see if I can get you a better price. This is when I decided this company is run by a poor over-site of management. I would have completed the online enrollment but I kept getting a error. Although I was willing to pay about 5% more to renew just to save me time. I don't trust them anymore and I refuse to ever buy my power for Direct Energy. I worry about how many people are taken advantage of.

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Updated: The usage calendar, bill view, and crashes have been resolved. If the itemized usage profile would actually save into the system that’d be a helpful tool to have. It’s getting better. Slowly. If you just want to pay your bill, then the app is ok. If you want to use any other feature within the app, good luck. You cannot view your bill, current or past. You cannot view usage properly as the first of every month is a Sunday. Usage profile is a joke because you cannot save your edits. The entire app is a joke, actually. I also have Reliant Energy for another residence and their app is beyond 5 star. I can actually see my usage and have alerts when my usage goes up. I’ve never had it force close on me. Direct energy force closes every time I use it. It kills me that so many people left a review about their service with Direct Energy rather than about the app itself. Has really thrown the balance for the rating, I feel. ¯\_(ツ)_/¯

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I told the representative that was signing me up for a new 24month lease that I would be moving into a house and asked if my service would be able to be transferred. The woman confirmed that I would be able to keep my service in my new home without ever confirming the address, so I went ahead and started a new contract. It turns out my house is part of a co-op that cannot have direct energy as my energy, so now I’m stuck in contract even though I called numerous times to cancel my contract. I had direct energy for almost a decade and always stayed faithful, in return I am receiving late charges and stuck in a contract I cannot keep because of poor communication. It’s frustrating because I asked the right questions before signing a new contract and was misinformed.