Direct Energy Account Manager 4+

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.

Thank you for your feedback! We have recently worked to better our customer experience with our site. Email us at dedigitalcare@directenergy.com with your account details and we would be happy to research it! Thanks - Allie

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.

We understand that your experience with the app in the past has not been as satisfactory, and we sincerely regret it, Lolly418. But we are very happy to be able to share with you that the new app version is now available. Therefore, we invite you to download it and start using the different options it offers you. We hope that this new experience will be much better. We are saddened, however, to know that you have had a bad taste in your mouth regarding our Customer Care Team, and we would appreciate it if you could give us the opportunity to serve you as you deserve. If you have any questions or concerns, please do not hesitate to contact us. contact us by phone or chat, we will definitely do our best to show you how important you are to us, and to regain your trust in us, we'll be waiting for you. Thank you for trusting Direct Energy! Warm regards! - Marta / Digital Care

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.

Hi Ms.MTR, your feedback is very important to us, and all your points are well taken, that is our only way to improve, in the end, our main goal is full satisfy our customers, and will go out of our way to make it happen. We would love to get the opportunity to help you. Feel free to contact us if there is anything we can do to help you. Please engage with our Live Chat agent from www.directenergy.com. It will be a pleasure to help you, and we look forward to hearing from you! – Emma / Digital Care