WTU Retail Energy Customer Reviews
We've been collecting customer reviews for WTU Retail Energy so you can get the inside scoop on what it's like to be a customer.
Ratings by Star
Featured Review for WTU Retail Energy
WTU user
Been very happy with WTU. No problems what so ever .
Alternatives to WTU Retail Energy's Texas Electricity Plans
Texas Electricity Ratings can help you find the best WTU Retail Energy electricity plan. Below are the lowest priced plans, as well as our ratings and reviews.
Houston Plans
| Plan | Term | Rate |
|---|---|---|
| GridEdge 36 | 36/months | 10.2¢/kWh |
| GridEdge 24 | 24/months | 10.3¢/kWh |
| Gexa Eco Saver Edge Plus 12 | 12/months | 10.3¢/kWh |
Dallas Plans
| Plan | Term | Rate |
|---|---|---|
| GridEdge 36 | 36/months | 9.9¢/kWh |
| Gexa Eco Saver Edge Plus 12 | 12/months | 9.9¢/kWh |
| GridEdge 24 | 24/months | 10.0¢/kWh |
WTU Retail Energy Rating and Review Summary
There are 8 total reviews for WTU Retail Energy, with an average rating of 1.1/5.
| Company | Stars | Rating | Reviews |
|---|---|---|---|
| WTU Retail Energy | 1.1/5 | 8 |
| Star Rating | Ratings and Link |
|---|---|
| 1 5 star reviews | |
| 0 4 star reviews | |
| 0 3 star reviews | |
| 1 2 star reviews | |
| 6 1 star reviews |
| Category | Stars |
|---|---|
| Plans & Pricing |
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| Order Experience |
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| Customer Service |
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| Account Management |
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| Likely to Recommend |
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Recent 5 Star Reviews
WTU user
Been very happy with WTU. No problems what so ever .
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
Recent 4 Star Reviews
Recent 3 Star Reviews
Recent 2 Star Reviews
Automated System is Horrible!
Moving and had service terminated. Online system deleted credit card on file and didn't recognize account number when I called to pay the final bill. Had to finally call the above number, then select start service to get a live body to transfer me to billing. Should change online billing so that account info is NOT deleted until final bill is paid. Helloo....does that make sense to anyone? I've spent an hour just trying to pay a bill. By the way, half the links and phone numbers listed on your websites don't work. Doubtful we'll be using you again, especially since I've read the other reviews and found out there are less expensive companies.
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
Recent 1 Star Reviews
Worst customer service
Worst electric company in Texas. No customer service except bad customer service. They kept disconnecting my electric because of their employees mistake. I paid my bills on my account on time. I was told I asked to have my account disconnected in July, which I did not. My power was cut off in July and and called and thought I had the error taken care of. I kept receiving bills with my account and paid them. I also received bills for another person with another account number but my address for the same months of service. THERE WAS NO ONE IN MY HOUSEHOLD with that name. I was told if I wanted to pay this other persons bill too I could have service. WHY would I do that? It's not my account and not my name on the bill. They disconnected my service again. They admitted it was their fault. I called a total of 5 times, was hung up on, disconnected and was promised to have it turned back on within 2 -4 hours. 6 hours later I still do not have service. I contacted APE and was told a ticket was never submitted after 5 calls and even got a claim number. 5 times I was told told one had been submitted. They only solution I was given was to get my electricity back on was to open another account as a "new" service and couldn't be guaranteed service until Monday. My 83 YO mother lives in this house. I now have to pay for a hotel room for her to have electricity and air conditioning. NO ONE AT WTU gave a damn about this situation. DO NOT SET UP YOUR SERVICE WITH WTU!!! YOU WILL BE TREATED BADLY! They say they are customer service based....not the way I see it
Good afternoon, Shawn. We are truly sorry to hear that the experience you had with our Customer Care Team was anything less than outstanding. We always strive to provide an excellent customer experience and apologize if we missed the mark. We would love the opportunity to further investigate your concern and help in any way we can, please feel free to contact us anytime through any of our communication channels:
* Our Facebook team at https://www.facebook.com/login/?next=https%3A%2F%2Fwww.facebook.com%2FWTUenergy%2F
* Our Twitter team at https://twitter.com/wtuenergy?lang=en
* Or you can also chat with us at https://www.wturetailenergy.com/.
We look forward to the opportunity to provide you with outstanding service going forward, and we appreciate this feedback. Please take care and be safe! - Sophie / Digital Care
— WTU Retail Energy on October 11th, 2021
Poor customer service for website issues
My accoatunt has things worse. When I asked if this was my issue or if others were having the same problem I was told I was not the only one and that this was an issue that was ongoing. Not once the reps offered to take a payment by phone without a fee. This is very unprofessional and time consuming to call in 3 times, made to feel as if it was my issue, trying different browers and internet methods ie with WIFI or without. Get a better system in place!
We are sorry to hear of your negative experience with Direct Energy. We want the opportunity to look into your account to resolve your issue if it has yet to be addressed. Please email us at dedigitalcare@directenergy.com with your full name, account number, phone number, mailing/service address, and your issue needing to be addressed at your earliest convenience. Thank you and have a wonderful day. -Cole
— WTU Retail Energy on October 4th, 2017
Beware, WTU will rob you
If you are unfortunate enough to have chosen WTU, don't let your guard down for a second or they will rob you. My bill this summer increased about 300%---come to find out my contract had expired so they put me on a "variable rate" which actually means "invariably high rate." I'll own up to getting complacent; i should have been more aware of the length of my contract, but this kind of behavior seems like it's just designed to take advantage of people. Also, expect aggressive collection calls the second your bill is late, as well as a $30 collection fee. On a side note, i had to sign a new 12 month contract to get a reasonable rate, even though i will not still be at my current address by then, and the representative i spoke to could not offer me any firm guarantee that i would not be charged a $135 cancellation fee if they could not transfer service to my new location. Since it I didn't have the money to put down for a deposit with a different provider, I had to resign with WTU even though i hate them! Again, personal responsibility, but I bet what happened to me has happened to a lot of WTU customers. Don't make the same mistake I made.
We would like to take a look at your account with you and review your concerns further. This is not the kind of experience we want anyone to have. Can you please send your account number, and address to dedigitalcare@directenergy.com. Thank you, -Jane
— WTU Retail Energy on August 30th, 2017
Watch out for surprise fees.
I've used WTU for a while now and have had a good time with them, however this month my bill had increased by $60. I inquired as to why this was, since none of my electric usages had increased. They told me since they had to send me two disconnection notices I was being charged $30 per notice. This was never once communicated to me. I guess since they sent me two pieces of paper in the mail they get to charge me more. Backstory? I hit a rough patch at work the past two months and fell behind. I made up and paid the bill in full($256). So I fixed things with my electric provider. I thought everything was fine and dandy until these "surprise" fees popped up on my next bill. I suppose if this were communicated to me, it wouldn't have been a big deal. But it was not. Very, very poor communication from my provider. Now they're willing to waive one of those $30 fees. Gee, that's great. But wait.. Since you, as a million dollar corporation, did not tell me about any of these fees, I should not have to pay them. I asked several friends and family if they had this issue and they said they noticed it on their bills before and they had the EXACT same issue.
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
Do NOT use!!
I was a happy Reliant customer. A WTU sales rep came to the door and basically sold me on their service. I have a house with a detached garage. The garage has its own separate power meter. My ONE and ONLY request I had with WTU was that I had one account with both meters on it. I was assured by the salesman as well as WTU over the phone that that wouldn't be a problem at all.
My first bill came and it is indeed two entirely separate accounts. Even further, the garage account has "garage" as part of the street address. My postman told me that is not a valid address to the USPS and it threw up flags on their sorting equipment. Calling WTU to fix the problem resulted in a 2 hour 55 minute phone call. Which I was going to be charged a $2.00 reconnect fee as well as a $50.00 deposit -- for which I AM ALREADY A CUSTOMER!! Fixing the address issue is an impossibility according to the 5 people I spoke with at WTU. Apparently, having one account with two meters is just something their system isn't designed to handle. Reliant had no issues with this at all. When I discovered the error, it was 31 days after signing up. 1 day past the 30 day limit to cancel service.
When all was said and done, I just had them cancel the entire request and leave the screwed up address and the two entirely separate accounts in my name. (I'm *NOT* paying them $52.00 for them to fix their mistake). So thankfully the post office knows who I am and where I live. For the next two years, every single time I get a bill now, I'll be reminded what a screwup this company is just by looking at where they addressed the bill to.
In the last 24 hours, I'm at least confident in the knowledge that I had actively prevented two people from signing up with WTU. For the next two years, I hope it is many, many more I can convince to stay away from them.
WTU will *NOT* work with customers, especially to fix their own mistakes. I deeply regret my decision to go with WTU. This is a lesson to do my homework on a company before signing up with them. The $300 cancellation fee appears very, very tempting just to go back to Reliant and be done with WTU and their gross incompetence.
Stay away from WTU. If you have one property with two or more power meters, stay FAR FAR FAR away from WTU.
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
Terrible Billing Management
For several months we have been receiving phone calls from WTU that indicate our bill was not paid on time. The first month my wife and I received 11 phone calls on two separate lines in a 24 hour period. When I called back they did not say who they were or why they called - they wanted to know why I called them. After I figured out it was WTU I gave them my account number and was cut off - I called and went through it all again - only to find out there was nothing wrong with the account, it was paid in full. The money had been posted before the automated phones calls started - AND the money cleared our bank account before the due date listed on our bill.The next month we went through the same issue. We used our banks' bill pay service, the check was sent from our bank within four days of receiving the bill. It wasn't until 14 days after the bill was sent that the money was posted to our account. After a lengthy conversation with our back they assured us that the check was sent on the date requested. WTU called and harassed us again - and again - only to find out that the money was in their hands, they simply had not posted the credit to our account (it was over week between receipt of the check and its application to our account). Since their policy is that the check must be "received and posted" to avoid being considered "late", my account has been tagged as delinquent multiple times, despite the fact that they have received payment.While I understand this policy in regards to an insufficient funds check, the consumer has no control of what a company does with a payment once it is received, or the amount of time it takes them to process a check. Customer service has been less that helpful, and in any other scenario their collection strategies would be considered harassment.Instead of accusing customers who pay their bills on time of being late, this company should hold itself accountable for the delay in processing payments. We will never use this company again due to this practice, the lack of customer service, and the monthly harassment we have received. It seems to me that this company could save money by processing payments in timely manner instead of harassing customers who have paid their bills.If there are another customers who have had a similar experience, I encourage you express yourselves in a forum that will draw attention to WTU's horrible account practices. If there is an attorney who reads this post and would like to consider a class action lawsuit to confront the harassing practices of this company, I would be happy to join.
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
All Reviews By Date
Worst customer service
Worst electric company in Texas. No customer service except bad customer service. They kept disconnecting my electric because of their employees mistake. I paid my bills on my account on time. I was told I asked to have my account disconnected in July, which I did not. My power was cut off in July and and called and thought I had the error taken care of. I kept receiving bills with my account and paid them. I also received bills for another person with another account number but my address for the same months of service. THERE WAS NO ONE IN MY HOUSEHOLD with that name. I was told if I wanted to pay this other persons bill too I could have service. WHY would I do that? It's not my account and not my name on the bill. They disconnected my service again. They admitted it was their fault. I called a total of 5 times, was hung up on, disconnected and was promised to have it turned back on within 2 -4 hours. 6 hours later I still do not have service. I contacted APE and was told a ticket was never submitted after 5 calls and even got a claim number. 5 times I was told told one had been submitted. They only solution I was given was to get my electricity back on was to open another account as a "new" service and couldn't be guaranteed service until Monday. My 83 YO mother lives in this house. I now have to pay for a hotel room for her to have electricity and air conditioning. NO ONE AT WTU gave a damn about this situation. DO NOT SET UP YOUR SERVICE WITH WTU!!! YOU WILL BE TREATED BADLY! They say they are customer service based....not the way I see it
Good afternoon, Shawn. We are truly sorry to hear that the experience you had with our Customer Care Team was anything less than outstanding. We always strive to provide an excellent customer experience and apologize if we missed the mark. We would love the opportunity to further investigate your concern and help in any way we can, please feel free to contact us anytime through any of our communication channels:
* Our Facebook team at https://www.facebook.com/login/?next=https%3A%2F%2Fwww.facebook.com%2FWTUenergy%2F
* Our Twitter team at https://twitter.com/wtuenergy?lang=en
* Or you can also chat with us at https://www.wturetailenergy.com/.
We look forward to the opportunity to provide you with outstanding service going forward, and we appreciate this feedback. Please take care and be safe! - Sophie / Digital Care
— WTU Retail Energy on October 11th, 2021
Poor customer service for website issues
My accoatunt has things worse. When I asked if this was my issue or if others were having the same problem I was told I was not the only one and that this was an issue that was ongoing. Not once the reps offered to take a payment by phone without a fee. This is very unprofessional and time consuming to call in 3 times, made to feel as if it was my issue, trying different browers and internet methods ie with WIFI or without. Get a better system in place!
We are sorry to hear of your negative experience with Direct Energy. We want the opportunity to look into your account to resolve your issue if it has yet to be addressed. Please email us at dedigitalcare@directenergy.com with your full name, account number, phone number, mailing/service address, and your issue needing to be addressed at your earliest convenience. Thank you and have a wonderful day. -Cole
— WTU Retail Energy on October 4th, 2017
Beware, WTU will rob you
If you are unfortunate enough to have chosen WTU, don't let your guard down for a second or they will rob you. My bill this summer increased about 300%---come to find out my contract had expired so they put me on a "variable rate" which actually means "invariably high rate." I'll own up to getting complacent; i should have been more aware of the length of my contract, but this kind of behavior seems like it's just designed to take advantage of people. Also, expect aggressive collection calls the second your bill is late, as well as a $30 collection fee. On a side note, i had to sign a new 12 month contract to get a reasonable rate, even though i will not still be at my current address by then, and the representative i spoke to could not offer me any firm guarantee that i would not be charged a $135 cancellation fee if they could not transfer service to my new location. Since it I didn't have the money to put down for a deposit with a different provider, I had to resign with WTU even though i hate them! Again, personal responsibility, but I bet what happened to me has happened to a lot of WTU customers. Don't make the same mistake I made.
We would like to take a look at your account with you and review your concerns further. This is not the kind of experience we want anyone to have. Can you please send your account number, and address to dedigitalcare@directenergy.com. Thank you, -Jane
— WTU Retail Energy on August 30th, 2017
WTU Customer Service SUCKS
I have been on hold for a 2nd time for now it is 19 minutes.....the previous call was 28 minutes. I need to disconnect service and can't seem to get the right person on the phone. Have talked to four so far. Each time the hold time is ridiculous!!!!!!!!!!!!!!!!!!
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
Watch out for surprise fees.
I've used WTU for a while now and have had a good time with them, however this month my bill had increased by $60. I inquired as to why this was, since none of my electric usages had increased. They told me since they had to send me two disconnection notices I was being charged $30 per notice. This was never once communicated to me. I guess since they sent me two pieces of paper in the mail they get to charge me more. Backstory? I hit a rough patch at work the past two months and fell behind. I made up and paid the bill in full($256). So I fixed things with my electric provider. I thought everything was fine and dandy until these "surprise" fees popped up on my next bill. I suppose if this were communicated to me, it wouldn't have been a big deal. But it was not. Very, very poor communication from my provider. Now they're willing to waive one of those $30 fees. Gee, that's great. But wait.. Since you, as a million dollar corporation, did not tell me about any of these fees, I should not have to pay them. I asked several friends and family if they had this issue and they said they noticed it on their bills before and they had the EXACT same issue.
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
Automated System is Horrible!
Moving and had service terminated. Online system deleted credit card on file and didn't recognize account number when I called to pay the final bill. Had to finally call the above number, then select start service to get a live body to transfer me to billing. Should change online billing so that account info is NOT deleted until final bill is paid. Helloo....does that make sense to anyone? I've spent an hour just trying to pay a bill. By the way, half the links and phone numbers listed on your websites don't work. Doubtful we'll be using you again, especially since I've read the other reviews and found out there are less expensive companies.
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
Do NOT use!!
I was a happy Reliant customer. A WTU sales rep came to the door and basically sold me on their service. I have a house with a detached garage. The garage has its own separate power meter. My ONE and ONLY request I had with WTU was that I had one account with both meters on it. I was assured by the salesman as well as WTU over the phone that that wouldn't be a problem at all.
My first bill came and it is indeed two entirely separate accounts. Even further, the garage account has "garage" as part of the street address. My postman told me that is not a valid address to the USPS and it threw up flags on their sorting equipment. Calling WTU to fix the problem resulted in a 2 hour 55 minute phone call. Which I was going to be charged a $2.00 reconnect fee as well as a $50.00 deposit -- for which I AM ALREADY A CUSTOMER!! Fixing the address issue is an impossibility according to the 5 people I spoke with at WTU. Apparently, having one account with two meters is just something their system isn't designed to handle. Reliant had no issues with this at all. When I discovered the error, it was 31 days after signing up. 1 day past the 30 day limit to cancel service.
When all was said and done, I just had them cancel the entire request and leave the screwed up address and the two entirely separate accounts in my name. (I'm *NOT* paying them $52.00 for them to fix their mistake). So thankfully the post office knows who I am and where I live. For the next two years, every single time I get a bill now, I'll be reminded what a screwup this company is just by looking at where they addressed the bill to.
In the last 24 hours, I'm at least confident in the knowledge that I had actively prevented two people from signing up with WTU. For the next two years, I hope it is many, many more I can convince to stay away from them.
WTU will *NOT* work with customers, especially to fix their own mistakes. I deeply regret my decision to go with WTU. This is a lesson to do my homework on a company before signing up with them. The $300 cancellation fee appears very, very tempting just to go back to Reliant and be done with WTU and their gross incompetence.
Stay away from WTU. If you have one property with two or more power meters, stay FAR FAR FAR away from WTU.
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
WTU user
Been very happy with WTU. No problems what so ever .
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
Evil
Bill usually around 100 dollars last one 324 dollars .customer service does not exist my son in law a bill 474 dollars they cut off their power they have 3 kids
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
Bait and Switch Operators
WTU offers a low variable rate plan and then jacks up the price after your first month while still reporting and signing up people for the lower rate. This should be illegal but is probably not in the State of Texas since our lawmakers have a "business friendly" approach and have deregulated electricity to specifically allow this type of behavior.WTU would not provide any specifics about my account when I contacted them. Reps tried to dodge the issue by stating that it was a variable rate plan over and over again. In my opinion, WTU is a company all about scamming which is the case with most electricity companies in Texas.
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
Terrible Billing Management
For several months we have been receiving phone calls from WTU that indicate our bill was not paid on time. The first month my wife and I received 11 phone calls on two separate lines in a 24 hour period. When I called back they did not say who they were or why they called - they wanted to know why I called them. After I figured out it was WTU I gave them my account number and was cut off - I called and went through it all again - only to find out there was nothing wrong with the account, it was paid in full. The money had been posted before the automated phones calls started - AND the money cleared our bank account before the due date listed on our bill.The next month we went through the same issue. We used our banks' bill pay service, the check was sent from our bank within four days of receiving the bill. It wasn't until 14 days after the bill was sent that the money was posted to our account. After a lengthy conversation with our back they assured us that the check was sent on the date requested. WTU called and harassed us again - and again - only to find out that the money was in their hands, they simply had not posted the credit to our account (it was over week between receipt of the check and its application to our account). Since their policy is that the check must be "received and posted" to avoid being considered "late", my account has been tagged as delinquent multiple times, despite the fact that they have received payment.While I understand this policy in regards to an insufficient funds check, the consumer has no control of what a company does with a payment once it is received, or the amount of time it takes them to process a check. Customer service has been less that helpful, and in any other scenario their collection strategies would be considered harassment.Instead of accusing customers who pay their bills on time of being late, this company should hold itself accountable for the delay in processing payments. We will never use this company again due to this practice, the lack of customer service, and the monthly harassment we have received. It seems to me that this company could save money by processing payments in timely manner instead of harassing customers who have paid their bills.If there are another customers who have had a similar experience, I encourage you express yourselves in a forum that will draw attention to WTU's horrible account practices. If there is an attorney who reads this post and would like to consider a class action lawsuit to confront the harassing practices of this company, I would be happy to join.
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
TERRIBLE COMPANY
Do NOT use WTU as your electric company!! They have higher rates than any other company, have TERRIBLE customer service and will RIP YOU OFF!!! I changed companies after I found out how much more I was paying than other companies, when they found out and sent my final bill they OVERCHARGED me for service and would do nothing about it!!!! DO NOT USE THEM
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017
We are sorry that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution. We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden
— WTU Retail Energy on October 4th, 2017