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.

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.

I love the app and love the customer service. I just got off a call with probably the most amazing customer service rep I’ve ever encountered! Bill Ortiz took my call about a question regarding my new account not showing up in the app. Not only was he helpful and explained the delay, he was so pleasant and engaging. It was so refreshing to speak to someone who could help me with my question and seemed genuinely happy to be doing it. I hope his supervisor reads this because he absolutely should be teaching a class on how to provide customer service with a purpose! That call actually was the highlight of my day!