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.

I’m originally from Michigan where there are only two energy companies: DTE and Consumer’s Energy. Living in apartments kept the bill under $80 per month typically and living in a house kept the bill under $130 a month typically for just one to two people. Now I am in Texas (obviously) and have been introduced to all these different companies with different plans like picking cable or a cell phone service. Which is different but I was sucked into the whole “free nights thing.” Rookie mistake— because I will never understand how a one bedroom apartment with two working adults racks up $130+ on electricity every single month but hey! Here we are. So my entire review is about how $133 was due. (Typical since having the service) $100 was paid on the account and a payment arrangement was made for the remaining $33. (For the first time ever... Found myself in a little bit of a rough patch—temporary) When I got off work On December 6, 2019 at approximately 18:00 I noticed my electricity was disconnected. over $33?!!!! Okay great. At approximately 18:45 I paid the $33 to have services reconnected. The next bill is not due for like three weeks. The payment was accepted. The ETA given for service to be restored was 2 to 4 hours. It is now seven hours later, almost 02:00 Saturday, December 7th and my electricity is not restored. Nor do I have an option to speak with a representative as it outside of normal business hours for the customer care center. I’m honestly probably going to cancel after this. Currently looking up better options and decided to leave a review.

They took the app down and the homepage reads that they’re sorry for the inconvenience The app is down for maintenance and be available in mid November. It is now February 2022. App still doesn’t work. And they don’t offer real time usage like TXU. I believe reviews here are just about the app. But I also would not rate Direct Energy very high in general. Customer service is rude and not helpful. When I signed up, it was for a new apt. Still a small 1-bedroom. But my bill doubled under Direct Energy plan. Even though nothing else changed (i.e. same lifestyle /usage/etc.). All customer service would tell me is that my usage increased but couldn’t explain to me how that was possible. I didn’t change habits. My electric bills have always consistently been around the $50-$60 mark. Suddenly, I’m paying over $100 a mo. Turns out it was the property I moved to was crappy. Nothing was energy efficient. And it was old so I’m sure the door/window seals were all bad. I’ve since moved into a new home, 2-story/3-beds. And my bills are back to under $60 - in January with heater used every day- still under same Direct Energy plan. I got lucky and locked in a rate for three years. But when my contract is up I’m definitely moving companies just because the customer service was so poor.

I was referred to Direct Energy. When I signed up, I told the representative that I was referred and he said I would get a referral credit of $50 and the customer that referred me would get the same. In be known to me, I wasn’t told the I would get the credit after the 4th billing cycle and the loyal customer that referred me would get their credit after I’ve paid 2 billing cycles. 1. Your customer service representative should tell the customers the referral credit IN FULL DETAILS!!2. A credit is credit, your loyal customer should get their credit immediately. This loyal customer has been with you for 2 years. THE LEAST YOU COULD DO IS SHOW CUSTOMER APPRECIATION TO THE CUSTOMER THAT REFERRED TO YOUR BUSINESS. 3. The only reason I switched was because the loyal customer that referred me gave your company a good name. I was with Ambit Energy and had been with them for over 7 years. 4. Please do some professional development trading so that your customer service representatives will know what to tell the consumers and most importantly, GIVE THEM THE CORRECT INFORMATION. MY REPRESENTATIVE TOLD ME I WOULD GET MY CREDIT IN THE FIRST BILLING CYCLE.