Direct Energy is one of the largest retail electric providers in Texas, with over 6 million customers across the United States and Canada. Based out of Houston, Direct Energy plans offer fixed, variable, prepaid, and green power options with a variety of term lengths and a wide range of customer rewards. Although the Direct Energy login allows customers to manage several account aspects, Direct Energy reviews tend to be critical when it comes to customer service and billing. Swipe (or scroll) down to find out more along with the Direct Energy customer service phone numbers available.
Direct Energy : Overview
Founded in Toronto in 1986, in 2000 Direct Energy was acquired by British energy company Centrica P.L.C. Since then, the company has made numerous acquisitions in the North American competitive retail energy market. Direct Energy offers electricity, natural gas and home services (such as plumbing, electrical services, HVAC, and home warranties) through the Direct Energy brand and multiple subsidiaries.
Direct Energy is also the parent company of other retail electric providers operating in Texas, including New Leaf Energy (launched in 2012), First Choice Power (acquired in 2011), CPL Retail Energy in South Texas, and WTU Retail Energy in West Texas.
Direct Energy offers attractive rates along with extensive customer rewards. Based an in-depth analysis of Direct Energy plans and customer reviews, a few advantages to signing up are:
- A wide variety of price and payment options
- Extensive customer rewards offerings
- Large company, one of the oldest REPs in Texas
Possible disadvantages in joining Direct Energy include:
- Mixed customer reviews
- Some customers have reported misleading sales tactics by Direct Energy sales representatives
- Lack of information on their website (terms and conditions are not listed on all contract offers)
Direct Energy reviews : What do customers think?
In 2020, Direct Energy made the "Top 10" list (#7) of highest formal complaints received against retail electric providers in Texas, according to the Public Utilities Commission of Texas. Some customers appreciate the referral program and savings on fixed rate plans, but other customers have been unsatisfied with the responsiveness of billing, services, and that Direct Energy has a notably high rate of "slamming" consumers - the illegal and unauthorized practice of changing providers.
The leading review websites are currently giving Ambit Energy:
| Site | Overall rating | Source |
|---|---|---|
| Google Reviews | 4.1 / 5 | Direct Energy reviews on Google |
| Better Business Bureau | 2.1 / 5 | Direct Energy BBB customer review rating |
| Yelp | 1.5 / 5 | Yelp's Direct Energy review |
| Consumer Affairs | 4.5 / 5 | the Direct Energy review on Consumer Affairs |
| TexasElectricityRatings.com | 3.3 / 5 | TexasElectricityRatings.com's Direct Energy review |
Customer access : the Direct Energy login portal
Customers are provided an account management platform using the Direct Energy login portal. Here, customers are able to:
- Establish (or update) Auto Pay or make a quick online payment
- View billing details
- Sign up for paperless billing
- Manage contact details, like email addresses or phone numbers
- Track and review energy usage history
- Create and manage Direct Energy notifications
- Access to Direct Energy special offers and Refer a Friend program
- If you're a customer, sign up an all-access account with Direct Energy, today!
Direct Energy bill payment : Ways to pay a bill with Direct Energy
Direct Energy gives customers a few ways to make a bill payment:
| Bill pay method | Contact | Availability |
|---|---|---|
| Bill pay phone number | 1-888-305-3828 | 24/7 |
| Bill pay phone number Power-to-Go customers |
1-877-866-6601 | 24/7 |
| One-time, online payment | Direct Energy One-Time bill payment |
24/7 |
| Direct Energy login Customer portal |
Direct Energy login |
24/7 |
| Sign up for AutoPay | Direct Energy AutoPay sign up |
24/7 |
| Pay in person Authorized locations |
Listing of locations | Depends on locale |
| Mail cashless bill payment (write acct # on check/money order) |
Direct Energy P.O. Box 660896 Dallas, Texas 75266 |
24/7 |
| Power-to-Go customers Mail cashless bill payment (write acct # on check/money order) |
Direct Energy P.O. Box 180 Tulsa, OK 74101-0180 |
24/7 |
Contact, phone numbers : Direct Energy customer service
Need to contact Direct Energy to start service or ask customer service a billing question? Here are some ways to contact customer service:
Direct Energy power outage : Phone numbers Direct Energy mostly handles billing, new customer set ups, and transfering or ending service. In the event of a power outage, customers need to contact the utility company that services the area (since they are responsible for the electrical infrastructure). Find out "Which utility company is mine?" if your power goes off or, if you already know, use the power outage number (listed below) to report it:
- Oncor power outage: 1-888-313-4747
- CenterPoint power outage: 1-800-332-7143
- TNMP power outage: 1-888-866-7456
- AEP Texas power outage (North & Central): 1-866-223-8508
| Reason | Phone number | Hours |
|---|---|---|
| General Customer Service | 1-855-794-0147 | Mon-Fri: 7am-7pm Sat: 7am-4pm |
| Residential plans | 1-888-305-3828 | Mon-Sat: 7:30am-8pm |
| Power-to-Go prepaid customers |
1-877-866-6601 | Mon-Sat: 7:30am-8pm |
| New Residential customer sign-up | 1-800-332-7143 | Mon-Sat: 7:30am-8pm |
| Commercial customers | 1-888-925-9115 | Mon-Fri: 8am-6pm(ET) |
| 360Direct™ Management Services | 1-855-619-9381 | Mon-Fri: 8am-5pm(ET) |
| Direct Energy power outage: CenterPoint: Oncor: TNMP: AEP Texas: |
Contact for utility company 1-800-332-7143 1-888-313-4747 1-888-866-7456 1-866-223-8508 |
24/7 |
Direct Energy plans : Houston , Dallas-Fort Worth , and many more cities across Texas
Inside the service areas of all investor-owned utilities companies in Texas, Direct Energy offers the following plans for new customers:
- The Direct Energy "Most Popular!" plan: Free Energy For Two Months + $120 Amazon.com gift card (only available in a 24-month term)
- Renewable energy plan: Green Texas 12
- Free Power Weekends, in 12 and 24-month terms
- Twelve Hour Power 12
- Live Brighter plan, in a 12-, *30-, and 36-month term (*exclusively online)
- The month-to-month, contract-free plan: Bright Choice
| Direct Energy plan | Contract length (months) | Features | Base fee Early termination fee |
|---|---|---|---|
| Direct Energy 2 Months Free Energy + $120 Amazon Gift Card |
24 | Two months of free energy After 90 days, receive a $120 Amazon gift card Offers an AutoPay discount (0.5¢/kWh energy rate reduction) |
$4.95 $135 |
| Direct Energy Green Texas | 12 | 100% renewable energy support Offers an AutoPay discount (0.5¢/kWh energy rate reduction) |
$4.95 $135 |
| Direct Energy Free Power Weekends | 12 or 24 | $0 energy charges from Friday 6pm to Sunday 11:59pm (watch out for energy costs during the week!) Offers an AutoPay discount (0.5¢/kWh energy rate reduction) |
$4.95 $135 |
| Direct Energy 12 Hour Power | 12 | $0 energy charges from 9am to 8:59am (watch out for energy costs during the day!) Offers an AutoPay discount (0.5¢/kWh energy rate reduction) |
$9.95 $135 |
| Direct Energy Live Brighter (+ $200 in Visa Prepaid cards for TNMP & AEP residents)* |
12, 30, or 36 (and *24 mo. term for TNMP & AEP) |
Offers an AutoPay discount (0.5¢/kWh energy rate reduction) |
$4.95 $135 |
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| Direct Energy plan | Contract length (months) | Features | Monthly base fee Early termination fee |
|---|---|---|---|
| Direct Energy Bright Choice™ | month-to-month | Leave when you want! | $4.95 $0 |
Direct Energy plans : Fixed rates
A fixed rate contract offers a price (in ¢/kWh) that does not change from the provider over the whole period of the contract, however the utility energy rate is subject to change. Customers should keep track of when their contract ends, as many retail electric providers in Texas will automatically switch existing customers to variable rates once their fixed contract reaches the end of its term.
Customers report that they appreciate savings on fixed rate electricity plans from Direct Energy. Fixed rate plans can often be a good deal if you are able to lock in a good rate at the right time of year. Electricity prices per kilowatt-hour fluctuate throughout the year, and consumers may not be able to take advantage of prices when they are low (this is where timing on a fixed-rate plan can be critical). However, because electricity prices tend to increase over time, locking in fixed rates for longer periods may prove advantageous and deliver savings.
Direct Energy plans : Variable rates
A variable rate is a rate whose price (in ¢/kWh) varies each month. The variable rate may change at the discretion of the provider (as is the case with Direct Energy variable rates), or as a function of price changes on an energy index. If you're interested in a variable rate, we recommend that you check out our backgrounders on variable and indexed rates in Texas.
The "standard" base charges from Direct Energy
All of Direct Energy's prices include, at least, a $4.95 base charge. This charge is reported to cover administrative & customer service charges for Direct Energy. Although the utility companies (Oncor, CenterPoint, AEP Texas, and TNMP) charge their own standard monthly fee - which are passed on to consumers - some electric providers, like Direct Energy, choose to include this fee into the plans they offer.
The green energy plan : Direct Energy offer
Direct Energy offers a fixed rate green energy option on a 12-month contract. As with most renewable energy plans that providers offer, this plan doesn't promise that your home will be powered using green energy. Instead, the money from bill payments made while on the plan is promised to go towards financially supporting the renewable energy industry. Check out what is declared in the typical Term Of Service: If you purchase renewable energy from us, you are providing financial support for renewable energy generation sources and not receiving the precise energy generated from that source.
The good news is that as renewable energy gains traction, and investment continues to pour in - consumers should expect to see *not only* the overall cost of renewable energy plans decrease, but power consumption actually coming from renewable energy sources.