Direct Energy Regulated Services ®

Customer Service FAQ's

A Pending Disconnection Notice is a letter that is sent to a site location to inform the customer that their account balance is past due and that an account payment is immediately required to prevent disconnection. The letter also includes the following information:

  • the site address
  • the latest date the payment is required to avoid interruption
  • the past due amount

We offer you a range of billing and payment options for your energy account.

Q: How can I make an immediate payment?

A: We offer several options for making a fast and easy payment. Set up an account in our Online Account Manager tool or make a one-time payment using our automated phone system which is available 24 hours per day.

Click here to see our other payment options.

Q: Am I eligible for a payment arrangement?

A: Your account status must meet the following criteria before a payment arrangement can be created on your account:

  • Your account must be active
  • Your account cannot include any existing payment arrangements
  • Your account cannot include any previously broken payment arrangements in the past 12 months
  • The date of request for an arrangement cannot be past the date of disconnection received on a pending disconnection letter

Q: How can I set up a payment arrangement for my account?

A: If your account is eligible, a payment arrangement can be created by calling Customer Service at 1-866-420-3174.

Q: What if I can’t pay the balance?

A: Direct Energy Regulated Services understands hardship and financial difficulties. We have a list of agencies in your area that might be able to help. Click here to see the list of agencies.

Q: Why did I receive this notice?

A: Your account reflects an unpaid balance greater than 60 days. If you believe your account status is up to date you can log into your Online Account Manager to view your balance, review your payment history, and check your statements. Click here to log into OAM.