We Apologize

As your retail electric provider, it is important to us to provide you with the best customer service and to ensure that you have a positive experience with Direct Energy.

An unanticipated technical issue has caused delayed billing for some customers. You should have received a call and/or a letter from us asking you to come to this site for more information regarding this issue. Please be assured that we are working to correct the issue and will send your bills to you as quickly as possible.

If You Have NOT Received Up-to-Date Bills from Us

We apologize for this inconvenience. We are working diligently to fix this issue and to get your bills to you as soon as possible. This site will remain in place over the next several months and you can visit it anytime you need additional information.

Here are some questions you may be looking for answers on:

• When will you send me my bills?
  Unfortunately we don’t have a timeframe to provide you for the resolution of the issue, but we assure you that we are working to resolve it quickly. You are not required to make payment until you receive your bills, but if you’d like to make a payment to help keep your account current, we suggest paying an amount similar to the last bill you received from us. You can call us at the number provided below for information or to make a payment.
• Once Direct Energy resolves the issue, are you going to send me all the bills at once? If I can’t pay them all at once, what can I do?
  Once the issue is resolved, you will most likely see a bill for each bill we did not send you. These bills may come over the course of a few days and may have due dates very close together. We understand that this issue is not your fault and, once you receive the bills, if you have any concerns about payment please do not hesitate to call us to assist you in setting up a payment arrangement. The payment arrangement would enable you to pay the balance in as many months as it took us to get the bills to you.

If You Have Received Up-to-Date Bills from Us

You should receive one bill for each month that the billing issue occurred detailing the previously unbilled amounts. In some cases, customers may see one bill with multi-month usage. Either way, we understand you may have monthly budget concerns and we know this error was not your fault, so we want to give you additional time to pay the unbilled amounts on these bills.

• Deferred Payment Plan
  The Deferred Payment Plan will allow you to pay the total of your unbilled amounts over the next four (4) months. You will need to call us at the telephone number provided below to get started. Once we set up the deferred payment plan, you will receive a letter with your amount due for each installment payment date, which can be set up weekly, bi-weekly, or monthly – which ever works best for you. While you’re making your Deferred Payment Plan installments, please remember that you will still be responsible for paying your most current monthly bill by the invoice due date. We will not require the standard Deferred Payment Plan initial payment of 25% upfront for this plan. Your first installment will be due by the due date of your bill(s) or five (5) days from when you call to set up the plan. Our customer service representative will provide you with the due date and the amount owed for the first installment.

How to Reach Us

We have a dedicated team of representatives to assist you with setting up a Deferred Payment Plan and to answer any questions you may have. Pease call us today toll-free at 1-866-416-1898. We’re available Monday through Friday from 9:00 am to 5:00 pm Central Time.

Again, we sincerely apologize for any inconvenience this issue may have caused you and want to thank you for your patience as we work through this error.