I cannot believe Direct Energy is still in business after the way they have treated me and the other horror stories I have read. In my case, I bought a house that had been previously renting a water heater from Direct Energy. I bought out the water heater about 15 days later. First, Direct energy said they couldn't process my request due to a system error, however they said they would let me know when they could process the buyout and would reverse any rental fees incurred between the date I contacted them to buyout the water heater and the date that the water heater buyout could be processed. Then, when my next bill came, I was charged $240 + HST for the buyout and also continued to be billed $24.99 for the rental of the water heater while being credited $19.99 to offset this rental fee (leaving me an inexplicable $5 net charge for renting a water heater that I now owned). Then, on my next bill, the same happened as I was charged $24.99 for the water heater with a credit of only $19.99 in addition to a suspicious "Account Settlement Rentals" fee of $52.47 + HST which I received a letter for indicating that I was being charged rental fees on the water heater from March 1/2013 to May 4/2013 when I took over ownership of the house on March 28/2013 and bought out the water heater on April 10/2013 after $12.50 for the rental fee during the period I actually rented it. Customer care and myself have tried numerous times to have Direct Energy's back office reverse all of the rental charges except for the $12.50 which was correctly charged. The back office at Direct Energy has issued only a $24.99 credit and is refusing to fully reverse all rental charges that were charged in error. It seems to me like the back office does whatever they want and there is internal fighting between Direct Energy's back office and the customer care department. Furthermore, I do not want to deal with Direct Energy anymore and I am being forced to keep a heating protection plan that I haven't used and have been on a free promotion for 3 months now. I indicated within 30 days of starting this plan that I do not want to keep it if Direct Energy cannot bill me fairly. I do not recommend Direct Energy's ways of doing business to anyone and I am moving closer and closer to reporting Direct Energy to CTV news and also to the Better Business Bureau. Enough is Enough.
