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.

  • How can I receive assistance paying my Direct Energy bill?

    If you need to set up a Payment Arrangement for a bill, you should contact your local New Jersey utility company to make a plan to pay your balance. Electricity Utility PSE&G - 1-800-436-7734 Atlantic City Electric - 1-800-833-7476 Jersey...

  • 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...

  • What do I do if I notice an error on my bill?

    If you have any questions about your electricity or natural gas charges on the bill you receive from your local utility in New Jersey, please contact our Customer Care Team at 1-855-461-1926. If you have questions about your total...

• 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 not a Gateway or Direct Energy customer. Why did I receive this letter and check?

    Our error, although recently discovered, occurred back in 2014 and affected some, but not all, of our former customers. If you are no longer a Gateway or Direct Energy customer and received this letter and check it is because...

  • 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.