Frequently Asked Questions

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• Average Billing

  • Can I go on a Deferred Payment Plan (DPP) while on Average Billing?

    If eligible, you may request a Deferred Payment Plan, however, your Average Billing option will be cancelled.

  • Why does my average amount change every month?

    Your usage and payment history are reviewed monthly to determine if your account is ahead or behind in paying your energy usage. When you start on Average Billing, your monthly payment is calculated based on estimated usage. Each...

  • What happens if I cancel Average Billing or if I move?

    If you request to end Average Billing, your next statement will include any unpaid Accumulated Average balance (wash up).

  • Where can I see the amount of unpaid balance on my bill?

    The difference between your usage and what you pay is called the Accumulated Average Balance ( wash up). This can be found at the bottom of the first page of your bill in the "Average Billing Program" section.

  • How do I qualify for Average Billing?

    Your payments are current All your subsequent invoices must be paid on time Your are not currently enrolled in a Payment Extension or Deferred Payment Plan Your are not currently enrolled in Summary Billing Your agree to have...

• Deferred Payment

  • What are the consequences of violating my DPP?

    If you break your Deferred Payment Plan (DPP) agreement with Direct Energy, you will receive a letter indicating that the entire DPP amount is due immediately. You also cannot enroll in another DPP for 6 months.

  • What would be considered a violation of my DPP?

    There are three primary ways you can break the terms of your Deferred Payment Plan (DPP) agreement with Direct Energy: You didn't pay your regular monthly bill in full by the due date; You didn't pay your DPP installment payment...

  • How does a Deferred Payment Plan work with Direct Energy?

    A Deferred Payment Plan (DPP) is a formal arrangement with you as our customer, allowing a you to pay an outstanding bill in installments. You are eligible for a Deferred Payment Plan if you meet these criteria: No Insufficient...

• Payment Extension

  • What happens if I break the Payment Extension?

    The Payment Extension is considered broken if your past-due balance has not been paid in full by the agreed-upon date. At that time, a Disconnection Notice will be generated for your service address.

  • How does a Payment Extension work with Direct Energy?

    The Payment Extension option is a short-term extension of the due date for the full payment of your past-due balance. The Payment Extension provides you assurance that your account will not receive collections activity or be disconnected...

• Agency Pledges

  • How come my bill still shows that I have a past due balance when an agency pledge has been made for me on my behalf?

    Your account will still reflect an overdue balance until the pledge payment is received.

  • How does an Agency Pledge work with Direct Energy?

    If your account receives an agency pledge, you are enrolled in an Payment Extension. The agency who pledged money to your account has 45 days to send payment to us to credit your account. It is still your responsibility to pay...

  • Will my bill show an agency pledge I have received?

    No, your bill will not reflect a pledge, but it will show any payments received from the previous billing cycle, which could include a pledge payment.

  • What if my agency pledge is expired but my account balance did not change?

    You will have to contact the agency who made the pledge and confirm that the payment was sent to Direct Energy. The agency can call us if there are any discrepancies. If you have any questions, please contact Customer Service...