You can also make payments via our 24-hour automated phone system. Please call the Customer Care line at 1-866-374-6299 .
The Government of Alberta also provides assistance programs which are listed here.
How do I cancel/change bank draft payments?
You may cancel or change your ACH payment provided that Direct Energy receives at least 10 days written notice prior to the next scheduled debit. You may obtain a sample cancellation form, or more information about cancelling your bank draft agreement at your financial institution or online here. We'll do the rest.
How long does it take for payments to post to my account?
The time it takes for payments to be posted to your account depends on your payment method. For example, payments made at the bank, either online or in person, may take up to five business days to be applied to the account. However, payments made through a live agent, online automatic payments, or through our phone system can take up to one or two business days.
If your payment has not gone through in these timeframes, or your have questions about your payment, please contact our Direct Energy Customer Care line at 1-866-374-6299 .
Can my bill credits be refunded?
Bill credits will be automatically refunded via mailed check after 30 days on final bills. Credits on active accounts will be applied to the next bill.
Are Payment Extension available for final bills?
It is not possible to create a Payment Extension online for a final bill. If you need assistance, please contact our Direct Energy Customer Care line at 1-866-374-6299 for more information.
Didn't find the information you were looking for? We have more FAQs specifically for our regulated customers.