IDENTITY THEFT PROTECTION

Direct Energy's Fraud Protection Commitment

At Direct Energy we are committed to fraud prevention and detection. We understand the frustration of having your identity stolen. We know that you have spent valuable time and effort to determine the issue, and once we have received the required fraud documentation, we will complete an investigation and assist in resolving any accounts with our company as soon as possible.

If you believe you could be a victim of identity theft or your identity has been used to establish service with Direct Energy:

  • Contact Customer Service
    • Direct Energy Customer Service
      1-855-200-3748
      7:30am – 8:00pm CT Monday-Saturday
    • Determine if an account was opened with your identity
    • Identify the service period of the account(s)
      • (To open an investigation for a fraudulent account, you’ll need to provide proof of residence during the service period disputed.)
  • Review the disputed account(s) with family members or friends who may have information about the account(s) or access to them
  • Fill out an Identity Theft Affidavit and have it notarized
    • File a police report and request a copy of the completed report
    • See REQUIRED DOCUMENTS TO DISPUTE AN ACCOUNT WITH DIRECT ENERGY

    REQUIRED DOCUMENTS TO DISPUTE AN ACCOUNT WITH DIRECT ENERGY

    The following documents are required to begin an investigation. We understand that some companies do not require the same documentation, but at Direct Energy, once an account is determined fraudulent, we will remove your social security number from the account and instruct the collection agencies to remove any derogatory remarks regarding the account from your credit report.

    Required:

    • Copies of two (2) types of utility bills or formal correspondence such as tax, employment or school documents in your name from different vendors/providers as proof of residency during the service dates under investigation
    • A notarized ID Theft Affidavit (stating you are willing to press charges if necessary)
    • Copy of a full Police Report (Please note that a report number will not be sufficient. We need a complete copy, obtained from the police department.)
    • A legible copy of your Social Security Card
    • A valid government-issued photo identification card (for example, your driver's license, state-issued ID card or a passport)

    Please send all required documents together by one of the following methods:

    EMAIL: 
    identitytheft@directenergy.com

    TOLL-FREE FAX: 
    1-866-743-0739

    MAIL:
    Direct Energy
    ATTN: FRAUD
    PO Box 180
    Tulsa OK 74101-0180

    About the ID Theft Affidavit

    A working group composed of credit grantors, consumer advocates and the Federal Trade Commission (FTC) developed this ID Theft Affidavit to help you report information to many companies using just one standard form. It was designed to help simplify the process of correcting and restoring credit history of those unfortunate enough to have had their identity stolen. Direct Energy requires this completed affidavit to investigate and resolve a customer fraud claim. The information on the affidavit will enable Direct Energy to investigate the fraud and decide the outcome of your claim. 

    • Please print clearly
    • Please be as accurate and complete as possible
    • Please be aware that incorrect or incomplete information will slow the process of investigating your claim and absolving the debt
    • The ID Theft Affidavit must be witnessed by an officer of the law or bear the signature and stamp from a licensed notary, or both
    • You must be willing to press charges by selecting the appropriate box for this option on page 2 of the affidavit for us to continue with the investigation
    • If you cannot complete the affidavit, a legal guardian or someone with power of attorney may complete it for you; however, Power of Attorney documentation will need to be included in this instance
    • The information you provide will be used only by Direct Energy to process your affidavit, investigate the events you report and help stop further fraud. If this affidavit is requested in a lawsuit, Direct energy might have to provide it to the requesting party
    • Completing this affidavit does not guarantee that the identity theft will be prosecuted or that the debt will be cleared

    RESOURCES

    Credit Bureaus

    If you haven’t already done so, report the fraud to each of the three national consumer reporting agencies. Ask each agency to place a “fraud alert” on your credit report and send you a copy of your credit file for your review of potential other fraudulent entries.

    • Equifax Credit Information Services, Inc.
      • 1-800-525-6285 (Hearing impaired call 1-800-255-0056 and ask the operator to call the Auto Disclosure Line at 1-800-685-111 to obtain a copy of your report.)
      • PO Box 740241, Atlanta, GA 30374-0241
      • equifax.com

    • Experian Information Solutions, Inc.
      • 1-888-397-3742/TDD 1-800-972-0322
      • PO Box 9530, Allen, TX 75013
      • experian.com

    • TransUnion
      • 1-800-680-7289/TDD 1-877-553-7803
      • Fraud Victim Assistance Division
      • PO Box 6790, Fullerton, CA 92634-6790
      • tuc.com

    Federal Trade Commission

    The Federal Trade Commission (FTC) maintains the Identity Theft Data Clearinghouse – the federal government’s centralized identity theft complaint database – and provides information to identify theft victims.

    The FTC collects complaints from identity theft victims and shares their information with law enforcement nationwide. This information also may be shared with other government agencies, consumer reporting agencies and companies where the fraud was perpetrated to help resolve identity theft related problems.

    Identity Theft Data Clearinghouse
    Federal Trade Commission
    600 Pennsylvania Avenue, NW
    Washington, DC 20580
    1-877-ID-THEFT (1-877-438-4338)
    www.consumer.gov/idtheft

    Lifelock
    https://www.lifelock.com/education/how-common-is-identity-theft/

    Texas Attorney General
    https://texasattorneygeneral.gov/identitytheft

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