Recent Bad Reviews


Recent Complaints and Negative Reviews (610 reviews)



I should have listened to the negative reviews

(2 / 5)

  I am a new customer to Xoom. I contacted the company about my first bill I received that was for only 2 service days. Starting 9/1 ending 9/3. They charged me the full AGL base passthrough fee of $28 dollars for only 2 service days. When I inquired why my first bill would only be for 2 days or why they could not prorate/credit my bill they said Sorry. Our system automatically starts new service dates on 1st of each month. Okay no problem, but if they know new service starts on the first why would they have their billing system setup to end statements on the 3rd of each month? This means each new customer gets charged the full AGL passthrough fee for only an initial 2 day service period. Seems like a scam and a rip off too me. They tried to tell me it all had to do with the day the meter was read. Okay fine too, but charging people a full base fee for only a 2 day service bill is unethical at best.

Michael
September 14th, 2021



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They Lost a Customer for Life

(2 / 5)

  Near the end of your contract, they send letters stating you will no longer be a customer if you do not renew. This is not true. You will be a customer, and they will hike up your rate. You find this out after getting an enormous billand its too late. You will end up paying way more than you saved on that one bill. Even if they gave you gift cards.

Keith
September 8th, 2021

Hello Keith. Thank you for taking the time to share this important feedback with us. We are truly sorry for any inconvenience you may have experienced regarding your rate, we care for you and we would love to take a closer look at your account and help in any way we can. Please do not hesitate to free to connect with our Facebook team at https://www.facebook.com/directenergy/ or Twitter team at https://twitter.com/directenergy, or you can chat with us at www.directenergy.com. We will do our best to show you how important you are to us. We look forward to hearing from you soon. All the best! - Sophie / Digital Care

Responds September 9th, 2021

Their response is for show. I already spoke to a rep. Could not help.
They dont care about their customers. Theres always another sucker.

Keith Replies September 9th, 2021


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Very bad customer service.

(2 / 5)

  The service here is very very bad. The service representatives all seem to have comprehension issues and so its so frustrating to call in to resolve any issue or even ask a simple question. I dread it. I dread it so much I will be changing service providers. Rates are not super great. Just average.

CmgDeHerrera
August 20th, 2021

Hi Mr. Herrera, thank you for your feedback and for alerting us to the areas that have caused you frustration. Our apologies and we want to assure you we are currently reviewing your account in order to resolve your concern. We have tried to contact you without success. Please give us a call back at 1-866-587-8674. We hope to speak to you soon.

Thank you,
Alicia, Social Media Advisor

Responds August 21st, 2021


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Nightmare when switching to Xoom!

(2 / 5)

  Their system when switching is full of pitfalls and errors. I had to call 4x and finally ask to speak to a supervisor to get my service switched when the upcoming deadline was approaching before my rate with my previous provider went up dramatically. Xoom said they were having technical issues switching customers, and even though the customer service reps were friendly, I might as well have been talking to a tree because nothing ever happened to fix the problem until I escalated. Xoom jeopardized my switchover and potentially was about to cost me major amounts of money. Its one thing to advertise lower pricing, but there must be the technical and service abilities to support customers who want to switch. Very bad experienc.

Mike
August 15th, 2021



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