I have decided to leave this company after being a faithful customer since 2004 and here is why . Due to some issues with payments from my one contacts I had become behind on my bill . I had received a call from Direct Energy stating I was pending a disconnection so when I finally got paid Tues I made a payment of $ 300 after work . The next day I tried to call in the payment and to let them know I could do the remaining 225 on Friday but due to a technical problem on their end each time I called I got a recording and then the call was disconnected . I was not able to get through at all . Then around 3 pm a man from Atco came to disconnect my service but once I explained the payment made and how I was not able to report the payment he said ok and left letting me know if he didn’t get a confirmation tomorrow he would be back . This morning at 8:30 Am I spoke to a lady at Direct Energy .. she took my information and told me even though I had paid the 300 unless I Paid at least 90 % today they would not stop the disconnect not even for just the 24 hours when I would be able to make the remainder . I was asking for weeks .. just 24 hours to make good and get my account current . I went in to explain to her that the weather is to change drastically over the weekend into the minus and that we have a snake that this would affect badly and I have a very bad chronic pain illness that this would also affect . Yes I was behind .. but I made a 300 payment and was only asking till tomorrow morning at 9 am to call back in to pay over the phone . She talked to the her supervisor to try and help and he said there was nothing he could do . Now another thing I brought up that if they did disconnect today by the time I get home from work it would be too late to get it hooked and by tomorrow to get same day service ( if there is an appointment available and let’s not forget the atco guy cane at 3 yesterday as well ) and being a Friday not only would it cost me another 300 fir same day reconnect and at least 150 which could take up to a week .. which would put us in the cold weather with no heat over the cold weekend . When I asked to speak to the supervisor Luis he also was of no help . I’m shocked at how you treat long term customers who yes I was behind but just gave u $ 300 and u can’t give me till 9 am the next to do an over the phone payment and be current . Plus with them well aware of the cold temps coming in the following days and also knowing that by Friday I would be forced to not only pay the rest but would be forced to have 300 added to my bill to have it reconnected before the cold temps .. though they cant even Guarantee that they will be able to come back . Wow great way to treat your customers !!! Lara Kay