We had a rented water heater from "Direct Energy". When we bought a new house we called "Direct Energy" asking to close our account starting Dec 22 2010. In January we've received the December bill with the charges up to Dec 31. Called to "Direct Energy" again. They told us that they charge for the full month and we had to pay until Dec 31. And they told us that our account will be closed after that.
In February we've got another bill with the charges for January. Called again - they asked us to pay for the service we even did not receive, otherwise they can't close the account and the payment will be refunded as soon as the account is closed. So we followed the rules and paid that amount.
In March We've got another bill with the charges for February. Another customer service representative told us it takes up to 2 billing cycles to close the account. We waited again.
In April: We've got another bill with the charges for March. We called again and talked to the manager this time. She assured us that the account will be closed and the money will be refunded. She promised we’ll receive the final bill and the refund somewhere at the end of May.
In May we’ve got another bill with the new charges (for partial month this time) and give another try to call to "Direct Energy" . This time another manager told us that our account is "inactive" and we just need to wait "another 2 billing cycles" to have a final bill .
At this point we did not receive any new bills.
Now (March 2012) it is already 15 months as we moved from the old house. No final bill yet and "Direct Energy" still has to refund the money.
we filed the complain at BBB (CASE#: 1250789). Direct Energy reported they cleared our account. But after 3 months we still did not get neither the final bill nor refund...