Frequently Asked Questions

How long does it take to get electric service with Direct Energy?
For a regular connection, an application can take up to 2 business days to process; however, after an application is approved, service will begin in approximately 5 business days.

How much does it cost to switch to Direct Energy?
Direct Energy does not charge an enrollment fee, but the local distribution utility, or Transmission and Distribution Service Provider (TDSP), may charge a one-time fee for your switch. Direct Energy then passes this connection or disconnection fee, also known as a non-recurring fee, to you via your electric bill on behalf of the TDSP.

Do you offer a flexible billing option?
Yes. Our Budget Billing Plan allows you to pay approximately the same amount each month, removing the month-to-month fluctuations caused by changing weather, changing usage and other variables. You will pay the same total price for the electricity you use. But you will pay it equally over the course of months rather than receiving high bills during high-consumption months and low bills during low-consumption months. Your bill will be adjusted quarterly to reconcile your actual usage with what is billed.

How can I pay my bill?
Direct Energy customers can pay their bill by mail, by automatic bank draft, with a credit card or at a local walk-in pay station. For your convenience, you can pay your bill at most Western Union outlets, as well as some grocery stores and pharmacies. We also offer an online bill payment option where you can pay your bill with a credit card or with a direct debit transaction.

Can I speak to a live person?
You can reach a customer service representative by calling toll-free 1-888-305-3828 Monday to Friday from 7:30 a.m. to 8:00 p.m. CST, or Saturday from 7:30 a.m. to 4:00 p.m. CST.

What happens at the end of my term?
At the end of your term, you will be offered another competitive price from Direct Energy. At Direct Energy, we believe in the power of choice, so you are free to choose another provider at this time.

What if I want to cancel my service?
If you choose to cancel your Price Protection Plan™, you can do so at any time by completing an application form with your new provider. Your new Retail Electric Provider will take care of the paperwork and request the switch. There will be no disruption in your service.

If I decide to leave Direct Energy before the end of my agreement, do you charge a cancellation fee?
Yes, an early cancellation fee will be assessed should you terminate your agreement with Direct Energy before the end of your specified term. Please refer to your Terms of Service Agreement for specific information.

Why do you charge a cancellation fee? Do other REPs charge cancellation fees?
Direct Energy can offer you lower prices by including a cancellation fee in the product offer. We secure your price for a specified time period and can do this at a lower price per kilowatt-hour if a cancellation fee is included. Most Retail Electric Providers in the market are charging cancellation fees and reducing the price per kilowatt-hour for customers.

Still have questions?
Visit us at www.directenergy.com.

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