Certain customers in Alberta continue to experience Direct Energy billing errors after the roll-out of a new billing system, the Calgary Sun reports.

See the Calgary Sun for details.

Direct Energy provided the following statement to RetailEnergyX.com:

"Direct Energy recognizes there are outstanding issues affecting a small group of customers, and has implemented the following steps to improve the resolution process:

• Provide mandatory supplemental training to call center agents

• Ensuring the Process Improvement Team, a dedicated team of customer service professionals, investigates every aspect of cases such as Ms. Andrea Daly and identifies process improvement opportunities

• Reviewing the list of customers who have unresolved/open cases at this time, along with cases that have multiple phone calls, and reaching out to these customers proactively to find a resolution.

Direct Energy values each of our customers, and strives to provide excellent customer service in all aspects. We will continue to work hard to reach that goal."