Direct Energy Regulated Services
Customer service non-existing

House previously owned by now deceased father is vacant so I requested heat be turned off/disconnected... Direct Energy advised they need to have me complete and sign their cancellation form. This was done on March 24/10 upon getting signatures from my 2 siblings who own the home with me now. March 25/10 I faxed completed form to Direct Energy and presumed my request was dealt with. Nothing further was received from them--no call, no letter, etc.

On April 9/10 by sheer chance I called Direct Energy and was told 'the request is unclear' so nothing was done... heat remains on in the vacant home (which is a tear-down and not liveable)... no explanation by alleged supervisor Don Carter in Edmonton as to why... he instructed me to refax cancellation request form - which I then did. I then was unable whatsoever to reach him again at his so-called extension 3519 to confirm receipt or anything else (tho my fax machine on both occasions said it was successfully sent)... contact/call centre is located in the Phillipines and when I phone there I get nothing but overkill profuse apologies from people trained to apologize for non-existing service. Meantime they continue to bill me for services not wanted and properly cancelled weeks ago... unfair trade practice to say the least and extremely poor customer service if it can even be called that.

Company: Direct Energy Regulated Services
Country: Canada
Province: Alberta
City: Edmonton

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