Direct Energy billing problems still generating complaints

Four months after the Alberta government said it was "reassured" Direct Energy was fixing its erratic billing practices, people are still contacting CBC with complaints.

Igor Chernihovsky was called by a collection agencyin November with a demand he pay $583.

• GO PUBLIC:Direct Energy customer billed for house she doesn't own in town she never heard of

After paying $500, an amount he could afford, Chernihovsky realized he wasn't even a Direct Energy customer. The amountwas owed by people who rent one of his condos.

Chernihovsky contacted CBC because he hadn't received a refund and he was still getting calls from the collection agency. He thinks the company just wants him to go away.

"They just hope that one day I'll decide I'm tired from all this...and I'll give up," he said.

Chernihovsky isn't alone. The Utilities Consumer Advocate, a branch of Service Alberta, confirms it has received hundreds of complaints about Direct Energy since the company opened a new billing and call centre in Guatemala City late last year.

When CBC first raised the issue with the government in March, a spokesman said the consumer advocate was "reassured" the issues were being resolved after meeting with Direct Energy's senior managers.

That doesn't sit well with Debbie Saidman, another Direct Energy customer.

"I think reassurance from the company that's givingthe service isn't adequate," she said.

Saidman called Direct Energy after not receiving bills in November, December and January. After a representative told her not to worry, several bills totalling $1,000 landed on her doorstep in March. Some were marked overdue.

Then she was mailed two bills this month after not getting one in June. Saidman said the sporadic bills are throwing off her ability to budget.

"I think their customer service is horrendous," she said.

On July 8, a Direct Energy spokeswoman said Igor Chernihovsky would be receiving a refund after CBC forwarded his complaint and others to the company's office in Houston.

She also apologized to him.

The company says addressing these problems remains a top priority and that it is making progress.

Alberta's new Utilities Consumer Advocate Chris Hunt has not responded to a request for an interview. Hunt took the job shortly after CBC's first story in March.

CBC has also requested interviews with Service Alberta Minister Deron Bilous and Energy Minister Marg McCuaig-Boyd.

Brad Hart, a spokesman for McCuaig-Boyd said the minister is planning to discuss the issue with the Alberta Utilities Commission.