News : Complaints Show Problems with Direct Energy Customer Service
Calgary, Alberta, Canada, Feb 3, 2016 -- It appears an energy retailer is having trouble cleaning up its act, even as it appears back in court Wednesday on multiple charges levied against them by the province.
Complaints about Direct Energy’s competitive division continue to pour in to the Better Business Bureau which has lowered the energy provider’s rating to a "B-."
The company is facing four charges for not cancelling contracts, not providing refunds, and using contracts which were missing some elements.
The charges were first announced back in November but Leah Brownridge with the BBB’s Southern Alberta and East Kootenays Branch says complaints continue to climb with one every second day so far this year.
"The pattern of complaints that we do see with these Direct Energy companies is that they are misleading consumers in their business practices," she said.
She says customers complain they are pressured to sign a contract that’s not fully explained, or they find out they’ve signed up for something different than was pitched by the sales person at their door.
Direct Energy declined an interview with 660 NEWS, but issued a statement saying they recently switched to a new system which led to some issues:
"Direct Energy transitioned our more than one million customers to a new system. The vast majority of our customers made this transition without issue. Making sure that customers who have experienced an issue are taken care of and that those issues are resolved as quickly as possible continues to be a top priority for Direct Energy, and we are making progress on that front. We appreciate our customers’ patience as we work through this transitional period. We continue to work with organizations at all levels, including the BBB, to ensure any complaints are handled in a timely manner."
Posted by Veronica Silva Cusi, news correspondent
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About Direct Energy:
Direct Energy is a North American retailer of energy and energy services. The company was founded in 1986. million customer relationships in Canada and the United States, it is the largest energy and home services retailer in North America.
Published: Thursday, February 4, 2016