Gateway Billing FAQS for Nj
Gateway Billing FAQs
Why did I receive this letter and check?
We recently discovered a billing error on our part which resulted in you being charged a higher rate for your electricity and/or gas supply service. Upon our recent discovery of this issue, we have taken proactive steps to fully...
I am a Gateway or Direct Energy customer, but I did not receive a check. Why not?
This error affected 3,615 out of over 70,000 Gateway accounts in New Jersey. Only those customers who were affected by the error received a refund check for the applicable amount related to their specific account. If you would...
I do not understand or agree with the explanation of the refund. Who should I contact?
We are happy to further discuss and explain your specific refund if you have any questions. Please call our Customer Care Team toll-free at 1-800-805-8586, Monday - Friday, 8 a.m. - 5 p.m., ET. Additional contact information...
Is this error going to continue?
No, it will not. This was a one-time billing error which has now been identified and fixed.
Did I make a mistake or error?
No, you did not. Upon discovery of this issue, we immediately identified the subset of both former and current customers who were impacted and have issued refunds for each affected customer.
If I cash the check, am I signing up for something?
Cashing the check does not sign you up for anything. We're just paying you back the money we owe you, plus interest.
Instead of cashing the check, can I just get a credit against my future energy bills?
No. Providing credits against future energy bills could present problems in the event that you decide to switch providers or your current contract ends before all of the credit is utilized.
How do I know this is not a scam?
We understand there are a lot of unscrupulous individuals trying to take advantage of people with scams and fake mailers. If you have any concerns regarding this letter or check, we would encourage you to call our Customer Care...
Do I have to change my electricity and/or gas supply plan?
If you are no longer a Gateway customer, you do not need to do anything, and your current gas or electric supply arrangements will not change. You can find our contact information on our website at https://www.directenergy.com/nj/customer-support/contact-us...
Will my electricity and/or gas bills increase as a result of this billing error?
The billing error occurred in 2014 and affected 3,615 out of over 70,000 accounts in New Jersey. Some of those affected customers will have to sign up for a new plan with us within 30 days or be returned to their host utility...
Who can I contact for additional information?
Our Customer Care team is available toll-free at 1-800-805-8586, Monday - Friday, 8 a.m. - 5 p.m., ET. Additional contact information can also be found on our website at https://www.directenergy.com/nj/customer-support/contac...
I am not a Gateway or Direct Energy customer. Why did I receive this letter and check?
Our error, although recently discovered, occurred back in 2014 and affected some, but not all, of our former customers. If you are no longer a Gateway or Direct Energy customer and received this letter and check it is because...
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