I received a phone call from Direct Energy. Sounded good. No one said anything about a new thermostat. We received a thermostat w / instructions. Ok we tried to put it in. It was not compatible with our system. They are charging us for use of a thermostat we do not have. Call Customer Service. No answer. Called Direct Energy. They said we never returned it. They want me to call Customer Service and gave me the number. Called. Did not get an answer again. What? Put on hold for 3 hrs then was told to leave my name and number. No one called back. They want me to pay 200 to switch companies. Can you help me?