A sales person from Direct Energy called my home and offered me a lower rate for my Hydro Bill in December 2007. She confirmed me that I could cancel my contract between March 1 and 15, 2008 without any question.
Today (March 4, 2008) I called @ 800-348-2999 and spoke with a customer service rep ( Andrien -- employee # 11071) and requested him to cancel my contract. He told me that I have to stay with this company for two more billing cycles which is 4 months. And when I request him to let me speak with a supervisor he refused and told me no one is available. I have been paying 5 cent/kwh to Toronto Hydro and Direct Energy will charge me 8.5 Cents/KWH from March/08.
My complain is “Direct Energy never informed me this cancellation policy when they enrolled me and I should not be paying this high cost and I should be able to cancel my contract immediately”. I also challenged the rep to pull the voice recording of our contract over the phone. However, he was not able to do so and refused to explain the reason.
I should not be paying for a contract that I have not agreed for and I should be able to switch back to Toronto Hydro where I would pay lot less for my Hydro consumption.