A billing mistake by Direct Energy has left hundreds of customers in shock. They’re being charged for power dating back over two years.
Jolene Kirton received a bill from the company stating that she was being back-charged for two and a half years of electricity use. When she contacted Direct Energy, she was told a computer error resulted in an excess of $2,000 in power she had not yet been billed for.
Direct Energy says the meter readings were never processed and her bills has been based on estimates for the last few years.
Thankfully, Jolene along with other Direct Energy customers who received the outrageous bills will rest easy after the company took responsibility for the mistake and cancelled the additional charges.
“We apologize for the impact to these customers. We are going to make it right to the customer. We are committed to that” says Doug Brooks from Direct Energy.
All customers affected by the error were on a utility contract, but there are no laws enforcing how far back a provider can charge for mistakes. However, customers on a regulated rate can only be billed up to a year behind.
If you have a billing problem and need help, you can visit the Alberta Utility Consumer Advocate.
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