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Why I Am Dropping Stream Energy
Posted by Freetomato on 03/09/2011
The letter I wrote to Stream.

When I first got my notification that my contract would be expiring, I went online to re-enroll. I noticed a. 05/therm discrepancy between what my paperwork stated as the rate and what the website stated as the rate. I called customer service to get clarification and was on hold for 40 minutes. I put the phone on speaker and continued to work but come on – 40 minutes? Listening to a recorded voice telling me how important customers are? Is the intent to frustrate customers to the point where they hang up and give up? When a human finally came on the phone, the man could barely speak English and indicated that the prices had gone up since the letter was mailed and that the lower rate in my mailer couldn’t be honored – I’d be renewed at the higher rate. I sent an email requesting further clarification and heard nothing back – nothing, nada, zip.

Another notification came in the mail yesterday, advertising the higher rate. Your website advertises the lower rate. I am not even going to elevate my blood pressure by dealing with your “customer service”. You have lost a customer, one who intends to share my Stream “experience” with whoever will listen. Apparently my experience is not unique – a simple google search brings up hundreds of hits with people complaining about the God-awful customer service they experienced with Stream.

“Stream Energy appreciates my business!”

Yeah, right.

Good riddance.
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Posted by Alain on 2011-03-10:
Their lack of customer service indicates they have all the business they need. Glad you dropped them.
Posted by Ann on 2013-03-11:
I am dropping them tomorrow a lot of bogus charges on my bill.
Posted by awhilliard on 2013-07-08:
Who needs that? If they are legit, why all the hassel? Let's just be up front here.
Posted by me on 2013-07-14:
Lol......Two of u are actually commenting on something 2 years old take another look ppl
Posted by Strutte2 on 2013-08-03:
Same experience here - I suddenly got a $250 bill in the mail and when I called "customer service" after spending 20 minutes on hold they said they could help by setting up a payment plan. I asked when my fixed rate expired and they stated it was in the fine print of a previous statement and it was my job to read it. They refused to prorate my bill so I cancelled my service and switched. The "customer service" agent was very condescending and just kept reiterating the company line. He tried to avoid cancelling my service because I didn't have another provider yet so I had to argue with him to cancel my service! Avoid Stream Energy at all costs.
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Stream Disconnected my service with an agreement on file.
Posted by Hroberson on 10/19/2012
MESQUITE, TEXAS -- I have an issue with "Stream Energy".
This company has ill trained employee's who
advised me incorrectly, and misquoted my kilo rate
per usage.
I called into Stream customer service to request
an extension on my bill.
The customer service rep, Ivan told me that it
was possible and that I had an extra 10 days to
pay my bill that was past due. I was told that I
needed to pay by the 22nd of October.

I woke up Thursday morning, the 18th of October with no
ELECTRICITY, what the h##@* was going on?
I called and was told that there was no agreement and I'm responsible
for paying re-connection charges plus 2.95 for processing my payment by
phone. I immediately asked for a supervisor, and was placed on indefinite
hold, I called back, placed on hold, over, and over again.
Stream Energy needs to be investigated, this seems like a ploy to extort money out of their "valued" customers.
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Posted by trmn8r on 2012-10-20:
Your current issue appears to be that your electricity was shut off due to your account being past due, even though you had verbally arranged for an extension.

I would think it is more likely that your request for an extension didn't "take" for some reason, rather than Stream did this on purpose to charge you extra. After all, you were past due. It stinks that you have to go through the hassle and expense.
Posted by alee on 2014-02-25:
maybe you had another amount due before your disconnect notice amount and that is what could of caused a disconnection
Stream is a good company, im a customer myself and you electric bill has all the information you need, you just need to read it carefully.
when you call stream, they wont give you any information that is not on your bill, that is all they can see on their screen: your electricity bill.
theese are the rules basically:
-after your white invoice due date, you have AROUND 10 days before your disconnect letter is due (this is not an extension, its a grace period that you get automatically)
-you cannot have an extension unless you call on or before your Disconnect Letter due date
(if you call one day late, they can maybe give you an extension but there is still a risk you can get disconnected because they are really not able to over ride the system)

keep in mind that after your 10 day grace period, extensions can only be granted for 5 days (if you elegible for one) but you will still be charged for a late fee

you can only have 4 extensions in a 12month period and only 1 extension per disconnect notice..
Posted by Chris C on 2014-03-19:
I understand this person issue. I have a plan for 0.0636 Kilowatt, I was told that I use 2000 kilowatts. At the same time my bill is $208. The math don't add up.
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Over Charged
Posted by Mauriceguinn934 on 08/29/2012
DALLAS, TEXAS -- Beware of Stream Energy, they are crooks, they're ripping people off by what they call cramming, adding more unknown charges on your bill and lying about what the meter readings are.

I had a simple transfer from the house I was moving out of, to the new address I was moving to. Ok, so I had two accounts, the old address and the new address. The old address, I told them to leave the account active for two weeks so I could have light and air while I was moving, which by the way was only on weekends and during the weekdays no one was there, lights off no air or anything. For two weeks only on weekend I did my moving, so normally my bill was about $125.00 a month, so I finally got moved and they sent my bill from my old address. For two weeks they charged me $434.00 and said that's what the meter read. I cussed all of them out and switched to someone else. Watch out for those crooks, they start you off good and then they rip you off in the end, now my credit is bad until I pay that BS THEY CHARGED ME, LOOK OUT!
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Be Sure to Look at the Dates of Compliments or Complaints
Posted by JCabrey on 07/21/2012
BRIGANTINE, NEW JERSEY -- Although I noticed some negative reviews for Stream Energy in reading the discussions following them it seems often the person complaining didn't understand something about the process or how to accurately read their bill.

When I had the chance to take advantage of energy deregulation to get a more competitive rate a friend introduced me to Stream Energy. The process to switch was fast and easy and can be done online or over the phone. I received a confirmation letter welcoming me as a new energy customer confirming the rate plan I had selected.

My previous utility continues to deliver the energy, read the meter, provides the only bill, and emergency service if there were an issue outside of my home.

The only differences I see are a lower rate and both utility names on the bill now, one Stream for the generation and other other Atlantic City Electric for the delivery. I pay Atlantic City Electric like I always have and they take care of payment to Stream.

I am saving money and helping a friend by being his energy customer, a bill I would pay anyway, and it is now less thanks to him.

I think sometimes some of the complaints on forums like these may be planted by competitors. The switch to Stream Energy was fast and free and I have had reliable service at a better price ever since.
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Posted by trmn8r on 2012-07-21:
The dates of the most recent COMPLAINTS are a few months ago. Generally speaking the complaints contain words like "hate", "deceptive," "outrageous," "horrible." Those sound legit to me, but on the internet you have to use your intuition.

Sometimes comments on these public sites appear that they may be planted by a company for their own benefit - I've noticed that myself.
Posted by jktshff1 on 2012-07-21:
A "newbe" could be unfamiliar with the site. A comment on an old complaint can be very helpful as well as helping to resolve the situation. If you see a response that looks to you as spam, you can mark it as such for addy to review.
Posted by DebtorBasher on 2012-07-21:
That's so true JKT...I'm still getting 'helpful' votes on reviews that I posted more than 3 years ago.
Posted by trmn8r on 2012-07-21:
Oh really? Well, la-dee-dah!
Posted by DebtorBasher on 2012-07-21:
La-Dee-Dah yourself...are you askin' me to dance with you ;)
Posted by Tim in plano on 2013-12-07:
I have been with 2 companies here in Texas, Since switching to stream my bill hasn't been over 90.00 even in the summer.
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Competitive Rates With Stream Energy??? I Don't Think So
Posted by Unhappy Consumer! on 09/21/2009
I am extremely unhappy with STREAM ENERGY. Apparently I am not the only one either. Like others complaints that I have read, Stream also jacked my electricity rates to the max without any notice. My bill that month was the highest bill I have EVER had. They locked me in on lower rate but would not give me any credit for their companies lack in communicating with me about them changing my rates. But the new rate they gave me I found out was much higher than the other electric service providers competitive rates. I call them a few days later after that to cancel the contract and that is when they informed me they only give 3 days to cancel. According to their customer service it was---too bad so sad you are now locked into a high rate for the next 2 yrs and cannot get out of it unless I pay them 250.00 early termination fee. I decided to do it anyways and when I called they told me it is 399.00 early termination fee and not 250. Hummmmmmmmm!!!!!!

I agree with the other upset consumers out there that are getting ripped off by Stream Energy. If you are looking for an electric service provider---don't use Stream Energy. Find one that is honest and spells out their terms before you sign up!
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Posted by zxcvbnm on 2010-03-10:
the ETF´s are
6 months=$150
12 months= $250
24 months= $399
Posted by Anonymous on 2010-03-10:
Be glad you aren't in TN. For several months we were paying 30% MORE each month to make up the cost of a spill in Alabama.
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Early Termination Fee
Posted by StreamNoMore on 06/10/2009
DALLAS, TEXAS -- Had been with Stream Energy for about 4 years. Has a few issues, but really slight. Did everything according to the book, i. e., auto draft, renewed agreements, never late, average billing, etc. When shopping for better rates, Champion had fixed rate at 9.7 kWh. Paid the extra $7.25 to ensure that my meter read was read after my contract expired. The meter read came for days after my agreement with Stream expired. Stream charged me an Early Termination Fee of $250. I have filed a complaint with PUCT as sent Stream an email confirming my documentation of 14 motnhs worth of notes of my agreement dates.

Stream appears to be an unethical company that may be hurting financially.

Look at Champion Energy instead.
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As Indifferent as They come...
Posted by Mhatt1 on 10/18/2012
DALLAS, TEXAS -- This the worst customer experience of any service, bar none, I have ever experienced. From navigating their website, to speaking with people directly. The indifference oozes from these people. Their employees have all the passion for helping people of an IRS employee.

For months I attempted to get my bill's due date moved two days later, so I can pay it on the day I get paid. It was a simple "help me give you money,' kind of thing. Not rocket science.

This a pretty common, simple request any utility provider will accommodate. But not for these people, this is like asking for China, or to move a continent. It took five months to accomplish this, meanwhile I'm getting late charges every month that I have to contend every month. Each time the excuse is "it's an automated system... it does that when you don't pay the whole bill every month." Yeah people, get my bill right and I'll pay the full amount. Pretty simple.

One time I asked them to reverse an automatic debit because it was grossly off and I couldn't afford to pay them twice that month. They said they couldn't do that, and to call my bank. OK fine, so I did it through my bank. A month later I called them up to inquire about what was the 2nd or 3rd "accidental" disconnects (which they charged me for, mind you) and they asked me if I'd like to pay my $330 electric bill for my 1100 sq ft apartment. Apparently, when rejecting a payment through your bank, their system blacklists your payment method. Now each payment gets rejected every month. It's either this, or pay their $2.95 payment over the phone fee every month, on top of their ridiculous charges. I'm not destitute, but it's the principle.

So I cancelled the service August 30th, and knew I still had a last invoice. So I found out it was two; one for my regular bill, the other for a reconnection I got charged for they were supposed to wave. So once I learned that my last payment was rejected (Sept 18th) I send them a check. I look online to see if it was received, and it was credited to my account.

So I call to make payment arrangements, and the kid on the phone tells me they received my last payment on Oct 1st, and sent me to collections on October 15th, and kept pushing me to call the debt collector. I asked his supervisor what would happen if I walked across the hallway (their in my business complex) and made a payment, and he said it would still be in collections with a zero balance with the other company until I pay it through them.

So after 14 years of paying my bills on time, I now have a mark on my otherwise perfect credit, all because I was dumb enough to give this company my business. This company has absolutely NO desire to work with, accommodate, or even provide reasonable service to their customers.

Biggest mistake I've made in a long time. This is the worst company to do business with, hands down.
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Posted by CowboyFan on 2012-10-19:
The OP has the black mark against his record because he failed to pay his electric bill on time, for a number of times. Obviously, he got the bill but did not pay it, wanting to pay it beyond the due date. Whether the company changes the due date or not, the OP's responsibility was still to pay the bill on time.
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Outrageous bills
Posted by Angry Lady 3 on 01/24/2011
I want to say I am very angry as I got a bill in Jan 2011 for 247.00 and current rates was 1892 then received a bill in Feb 2011 and the bill double to $367.00 and the current rate was 886 how is this possible.

I would not recommend anyone to use this company as they are scammers and not worth it the long you are with them the higher your bill goes up.
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Posted by tnchuck100 on 2011-01-24:
I think I would need to see the printed bill to determine the problem.
Posted by trmn8r on 2011-01-24:
Is this an electric power bill? If so, the rate per kilowatt-hour is what you would be concerned about. Should be something between 7 cents and 25 cents, for example. Neither of the numbers 1892 or 886 makes sense to me.

Double $247 would be $494, a lot more than $367. Differences from month to month can be if your rates change (rare), difference in usage, or due to an estimated bill one month.

A few more details are needed to understand your complaint, I believe.
Posted by SteveWiginowski on 2011-01-24:
I think what is trying to be said is that 1892 was used for the first bill at $247.00 while 886 was used for the second bill at $367.00. I think what may have happened is that the $247 payment did not hit the account yet, which is why they show $367 total as being due. The invoice would be $120.00 by itself though. When I did some quick math, the numbers were close, so I figure that is what happened.

Although I'm not sure how you received something in Feb 2011 when it's still January 2011.
Posted by trmn8r on 2011-01-24:
Steve - I believe what you are suggesting is that if usage is assumed to be the same in two months, and the "rates" shown result in the bills shown, AND the first month was not paid, the numbers make sense.

I am inclined to agree, based on the numbers, with you. I have an additional one - the 1892 and 886 are really $.1892 and $.886 per kwh. That is a LOT of assumptions, but you made the numbers fit. I have to ask why the rate would plummet more than 50% from one month to the next.
Posted by SteveWiginowski on 2011-01-24:
The usage are the two different numbers given, 1892 and 886. So I did $247 divided by 1892. From there, I multiplied the answer by 886. The answer was $115.67. That $115.67 + $247 = 362.67. It's off by a little more than $4, but I believe is close enough to be what happened.
Posted by Anonymous on 2011-01-24:
Wow SteveWiginowski I'm impressed. Awesome insight.
Posted by trmn8r on 2011-01-24:
Oh, I see. The OP said "rate," and I got hung up on that because in your analysis it isn't - it is the number of kwh used. Sure, it results in the same conclusion since you are multiplying an equal unknown by the same number. Good work!

This would imply the OP simply didn't realize the previous month's payment was not credited. The $4 could be the late charge - surprised you didn't suggest that with your superior insight (:
Posted by SteveWiginowski on 2011-01-24:
I really should have thought of the late charge. With all of the invoices that I see daily at my job, and the late charges added in. I don't know how I forgot about that. I must have been thinkin too mathematically. If it is a late charge, my recommendation to the OP is to call up the company and ask them to waive it. Many companies will waive it.
Posted by olie on 2011-01-24:
Our electric jumps after Daylight Savings Time begins in November. It stays dark later in the morning, so we need more lights when we get ready in the mornings. It gets dark earlier, so we have to turn on lights earlier.

If you used holiday lighting, that would explain some of the extra usage.
Posted by awhilliard on 2013-07-08:
Don't do business with people you have to sign a contract with and you can't communicate with. and when friends ate always trying to hook you, are they friends?
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Horrible Customer Service
Posted by Pcald on 08/04/2008
In an industry whose only real interaction with customers is the bill and customer service. They have won the race to the bottom.

They fought us for several months about readjusting the balance billing amount we were required to pay. We went a whole year after making our home much more energy efficient.

When my wife was speaking with her for the Nth time she was offered a lower monthly rate as part of correcting their dragging feet. What they did not tell her was that we were "signing up for another of service"

They send a disconnect notice if you are a few days past their due date. However they will not work with you to ensure your payment date works with your pay schedule.

I finally am able to switch, which I did, and now I got a call from Stream saying that I had to pay again today or have my service turned off.

I am always up to date with this worthless company but feel like a criminal from their service.

I would not wish these folks on my worst enemies.

You have been warned.
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Posted by David on 2011-07-21:
The thing is that when you call stream energy you need to ask twice for s supervisor so you can get transfer thats the way they handle their calls, also if you want to get reconnected the soonested they can do it is with a priority movin and it takes from 24 to 48 hrs.....
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Failure to Notify Contract Expiration via Email
Posted by Conebaby on 07/26/2013
I think a renewal notice counts as a
I think a renewal notice counts as a "new document".
DALLAS, TEXAS -- Each time my Stream Energy account has come up for renewal, I have received a notification email. We receive our billing electronically, as well as paper, because we travel frequently and want to make sure we do not miss important notices. My online account is set to "receive new documents" via email as well. Today, I was shocked to see my bill jump almost $100 from the previous month, and called to inquire. I was informed that my contract expired, that I was now on month-to-month at a higher rate, and offered a renewal contract. I first asked why I never received my renewal offer/expiration notice and was informed that it was sent via paper mail in April. I explained that while that very well may be true, I was traveling almost half the month of April, and I paid that bill online--and thus probably never opened the envelope, which is specifically the reason that I have the "send me new documents electronically" option selected in my online account. Note: Stream has not once, ever, failed to send me an electronic notice that my bill was due.

I explained that while I was happy to stipulate that they probably did send a paper notice, they must in good faith acknowledge that their failure to send me the notice electronically--as optioned in my online account--and their inability to explain WHY that e-notice was never sent would dictate that I not be penalized for missing the renewal. Not when every single other renewal notice in my 3.6 year history with the company was sent electronically. Rather than pro-rate my bill to the old rate (about $85/$90) and renew my contract retroactively to the renewal expiration, they let me go off and find a new energy company. Which I was happy to do, given their terrible excuse for customer service today.
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