Frequently Asked Questions

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• Billing Information

  • What is a kilowatt-hour or kWh?

    A kilowatt-hour is the unit of measurement for electricity usage. A kilowatt-hour is abbreviated on your bill as "kWh." The amount of electricity you used at your specific service address for a specific billing cycle is measured...

  • How do I change the name on my Direct Energy account?

    In most areas, you will need to contact your local utility company to change the name and contact information for your account. This is because Direct Energy does not send your bill to you each month.

  • Will my bill look different if I choose Direct Energy?

    In most areas, when you select Direct Energy as your supplier in New Jersey, you will continue to receive one bill from your utility company each month. You can see the breakdown between Direct Energy's charge for electric generation...

  • How would I be billed?

    Your local utility will continue to send you a bill. That bill will include the local utility's charges as well as Direct Energy charges. Your local utility will remit payment to Direct Energy for your gas supply charges.

  • What happens to my budget plan when I switch to Direct Energy?

    This is entirely dependent upon your local utility company in New Jersey. For customers who are already enrolled in a budget billing program, your utility company should continue to provide you with a budget bill for the delivery...

• Gateway Billing

  • Why did I receive this letter and check?

    We recently discovered a billing error on our part which resulted in you being charged a higher rate for your electricity and/or gas supply service. Upon our recent discovery of this issue, we have taken proactive steps to fully...

  • I am a Gateway or Direct Energy customer, but I did not receive a check. Why not?

    This error affected 3,615 out of over 70,000 Gateway accounts in New Jersey. Only those customers who were affected by the error received a refund check for the applicable amount related to their specific account. If you would...

  • I do not understand or agree with the explanation of the refund. Who should I contact?

    We are happy to further discuss and explain your specific refund if you have any questions. Please call our Customer Care Team toll-free at 1-800-805-8586, Monday - Friday, 8 a.m. - 5 p.m., ET. Additional contact information...

  • Is this error going to continue?

    No, it will not. This was a one-time billing error which has now been identified and fixed.

  • Did I make a mistake or error?

    No, you did not. Upon discovery of this issue, we immediately identified the subset of both former and current customers who were impacted and have issued refunds for each affected customer.