Stream Energy

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1.6 out of 5, based on 19 ratings and
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Failure to Notify Contract Expiration via Email
Posted by on
Rating: 2/51
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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Very High Billing, Two Months to Change My Rate Led to High Bills and Service Interruption
Posted by on
Rating: 1/51
ATLANTA, GEORGIA -- An acquaintance of mine was putting some pressure on me to be a Stream Energy representative in Ga. After overcoming all if my objections I reluctantly agreed to be a customer, it was more to save a social relationship than because I thought it was a good idea. It had all the earmarks of a pyramid scheme and red flags were going up but I was in an awkward position and felt what could the harm be to use their gas service.
I felt pressure to sign up another family member who also felt it wouldn't really be a big deal to have a different gas provider. Boy were we wrong!

My family member called right away to say she thought the billing was very expensive in comparison to her old provider, I was paying around 50-60 a month so I felt alright about the service. The bill crept up and up. I started getting bills for 150 then finally 245. I called and it turned out the raised my therm rate to the variable and I was paying a month to month of just over a dollar/ therm. My fault I guess I must have missed that. I called to change the therm rate and the locked me into a year long contract at about half what I was paying, the operator said, " this should make a big difference in next month's bill." We'll next month I was still billed at a dollar per therm, I called and was told that although I was locked in for a year it would take them two months (two billing cycles) for them to process my rate change. Now I was stuck paying a dollar per therm for 4 month ( December, January, February, March). My bills were huge and although I kept calling they were still "processing" my therm rate change. Really?

My bill for March showed very high consumption compared to all my other usage, I wonder if it was an "estimate" which they are allowed to do if they "can't read the meter." I can't know for sure but it seems like more than a coincidence that there was so consumption the last month of the high rate. So, my bills got very high and we got behind, they shut off our gas for being $86 behind. I never saw a final termination notice or anything stuck to my door, just all of a sudden no hot water. I called and paid them $100 the next day, still no hot water. I called them back and found they had not scheduled a reconnect even though they had received payment on-line. I was told they could get my gas reconnected by Monday (gas was turned off Tuesday night). I was floored that they shut off service for $86, no one knocked on my door to ask for payment, and it is so punitive that they have my family living with no dryer or hot water for 6 1/2 days. When I think of all the payments I have made to them for very moderate gas usage it is just horrible. Again, a day after I paid them they had still not even scheduled a reconnect with Atlanta gas light, so if I hadn't called how much longer would I have been made to wait for service for the lousy $86 (which they had received in spades for the two extra months of overcharging me). Horrible experience, I feel so ashamed I put my other family member through this as she has had loads of other trouble with her bill from the beginning.
     
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Soaring Consumer on 2013-06-28:
Since gas is considered a public utility you might want to file a complaint with your state's Public Utilities Commission.
John on 2013-06-28:
I have been a Stream Energy customer for over 2 years. I am in pa and not ga and started as an electricity customer but have now added gas since they offer gas in pa at this time. I have had no problem and have saved money while at the same time supporting a friends business. That sounds like a win win to me. I am now considering actually getting involved with the business as well.
satisfied customer on 2013-06-28:
I have been a Stream Energy customer for over 5 years in GA. We have always saved on our gas bill and if you monitor it properly and pay your bills on time, you would have the same experience. No matter what the utility company, if you don't pay your bill, they will cut off your service. Don't blame this on Stream. Don't blame your friend. Pay your bills on time.
Bill on 2013-06-28:
I have been a Stream Energy customer for over 2 years and have had a very positive experience with the company. Their customer service department is very easy to work with and I have saved money. I get email and regular mail to remind me that my contract is up and I choose the best priced fixed option.
It sounds like you neglected to re-lock in your new fixed contract and for that you can't blame the company. Take some personal responsibility and quit blaming others for your own mistake. I get so sick of hearing other people blame everything on somebody else.
Martin on 2013-06-30:
I will only say all my customers have been happy, if ou signed up for variable and did not check your rate then you probably should have signed up for a longer term, say six months. Good luck and keep up with your rate.
Robert on 2013-07-02:
I have been a customer of Stream since 2006. My experience has been fabulous. I have saved 10s of thousand's of dollars on my home and properties' energy bill since then. Also Stream does straight billing vs. seasonal billing. As any adult, I have had to be responsible and take ownership of my utilities. By the way Stream does not read your meter - the service company does. That is why it took two months to process the change - that, again, is not up to Stream.
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As Indifferent as They come...
Posted by on
Rating: 1/51
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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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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Why I Am Dropping Stream Energy
Posted by on
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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Alain on 2011-03-10:
Their lack of customer service indicates they have all the business they need. Glad you dropped them.
Ann on 2013-03-11:
I am dropping them tomorrow a lot of bogus charges on my bill.
awhilliard on 2013-07-08:
Who needs that? If they are legit, why all the hassel? Let's just be up front here.
me on 2013-07-14:
Lol......Two of u are actually commenting on something 2 years old take another look ppl
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 on
Rating: 1/51
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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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.
alee on 2014-02-25:
maybe you had another amount due before your disconnect notice amount and that is what could have caused a disconnection
Stream is a good company, I'm 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 won't give you any information that is not on your bill, that is all they can see on their screen: your electricity bill.
these 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..
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 on
Rating: 1/51
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 on
Rating: 5/51
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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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.
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.
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.
trmn8r on 2012-07-21:
Oh really? Well, la-dee-dah!
DebtorBasher on 2012-07-21:
La-Dee-Dah yourself...are you askin' me to dance with you ;)
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.
dstellmm on 2014-06-10:
You are either part of the problem, or not understanding what is going on. I signed on with Stream for both gas and electric to support a friend who was marketing for Ignite. I had much the same experience you describe, except, my bills were $30-50 higher each month than they would have been had I stayed with my local NJ utility. When I had variable rates, they were mostly higher than PSEG. When I locked in a firm rate, because it was lower momentarily than PSEG, that's when the charges really added up. PSEG gas rates varied throughout the winter but were mostly MUCH lower than the rate I had locked in with Stream.
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I Hate Hate Hate Hate Hate Hate them... They Are So Difficult to Communicate With
Posted by on
Rating: 1/51
HOUSTON, TEXAS -- All I had to do was switch my apt address to another apt (in the same complex) and it has been a headache ever since. First I had 2 light bills, they never canceled the first one b/c they don't transfer services Idk.. then they changed my service plan (That was ridiculously priced) for no reason.. all I wanted to do was change my address!!! and when I called to fix that idk what they did but eventually I had 3 accounts with them... then I called again and it was finally fixed except they charged me an early termination fee and a start up fee... so I called again and they finally fixed it... but it shouldn't take me calling wasting at least 5 hours total of my life trying to explain to different people what's going on and why they messed up.
     
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Alain on 2012-03-23:
You might find this website useful: https://www.oag.state.tx.us/consumer/complain.shtml
mlh513 on 2012-06-09:
First question: did you contact your incumbent utility to report your move? Stream Energy has nothing to do with your bill. Remember, you have to deal with the incumbent to get things straightened out.
Virginia on 2012-07-18:
Stream Energy has the worst customer service ever. I was billed for service on a house we sold that the buyer had paid! After talking to them, writing letters, and emailing, they told me no problem, there would be no charge. Then two years later Stream turned me over to a collection agency. Called numerous times, talked to four supervisors - FOUR! no one can assist me because the account has been sold. Collection agency can't change anything unless the original company tells them to change it. What a racket! Don't sign up for Stream!
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Looking For A Better Solution
Posted by on
Hello again, this time I like to share a few recommendations for the next time you dial the customer service number on stream...

First of all we everybody know from the beginning that you need help, and always for security purposes we need to verify the customer information, so for the next time calling, if you say "you already know who I am, you don't need to check my information" honestly THAT'S WRONG and you are losing your time it is the procedure and is part of our job, imagine that you are with the doctor, and you jut say "you already know, I'm sick give me those pills" without letting the doctor work. verifying customer information helps to update an old phone number, email or anything else AND be sure that nobody wants to access your personal information, a representative is taking care of the account and he need to keep all in order.

Now, only the account holder or the spouse is authorized to dispute something on the account, if you are the friend WE ARE SORRY we can only give you basic information and that's it.

Sometimes the boyfriend is calling very upset, trying to defend his girlfriend or his uncle, screaming and not letting talk, that's not the solution, we want to solve the problem inmediatly but most of the times we need to look deeper on the account, SOMETHING IMPORTANT HERE!!! the only person who knows the consumption is YOU as a customer, every time that you call we need to search, and based on the training and experience along with techology (of course it is different from a representative to another)we can see what's going on, sometimes it is really hard even for us, honestly if you say "WHY MY BILL IS SO HIGH?" is basically because you used more electricity or you have an estimated invoice (about estimated ill talk about it later)

Is better for you (and me) if we all get informed about how much electricity is using the new flatscreen TV, the AC cooler, the fridge or maybe we had a party last weekend with loud music all night...I don't know
and I don't care we need to pay what we used, sometimes I can't buy things for me because of my bills, this is normal and of course irritating most of the times.

Remember, by producing electricity we are using wind, water and solar resources and there is some gas emisions on the excavations, those ones are affecting so much our planet, if your paying more for electricity is because WE NEED TO SAVE ELECTRICITY SO WE CAN SAVE OUR PLANET or at least for a little bit more, this is the KEY.

If somebody read this, I remind you this is only to be informative and is not under stream energy, I'm sharing my experiences focusing on help only.

I do apologize but somebody needs to say things as they are, because bleve it or not I care about it.

Good bye, take care everybody

     
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leet60 on 2010-11-06:
I wonder if you will comment on whether Stream Energy, paid, out of pocket, for their own power generation facilities. Almost EVERY power generation facility, as well as a large percentage of the transmission lines on the grid, were paid for by TAXPAYER dollars - that's right the customers paid for it.

Perhaps you should keep that in mind when your company decides to "estimate" usage rather than get off their behinds and actually read the meter.
COSTUMER JUDGE on 2010-11-08:
Actually, who reads the meter is centerpoint, oncor, American electric power (central and north) and Texas New Mexico power, they have the rights to estimate invoices, and of course they are supposed to send a corrected invoice always, I understand how inconvinience can be, actually some customers state that they are switching because of this,without taking in consderation that who reads the meter is the same company.

This happens to me one day...

a customer call because she/he had a contract and she was complaining because she paid $180 previous balance and now she is paying $ 200 she state that just because she had a contract she is supposed to pay the same every month, and certainly it is true but only the rate.

1.- Contract is just for RATE (price per kilowatt hour in cents it can be different depending on service area, and average usage not monthly consumption)
2.- Consumption is always depending on customer

now a lot of customers call disputing fees o charges on their bills...I recommend you to check on the back where it says "EXPLANATION OF CHARGES" before you call, then if you cannot understand or something is wrong OK we will be more than glad to assist you (just a recomendation)

Remember all this is just to help to make things to be faster and easier, unfortunately a lot of information cannot be revealed here but any cuestion you can call.

oh and by the way PLEASE the next time calling please be sure that you are dialing to stream energy, not reliant or TXU nor dominoes pizza

Take care good bye
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Not A Happy Customer
Posted by on
DALLAS, TEXAS -- I had an account with stream energy electric company but I canceled my account recently due to the bad customer service I received. I spent a lot of money with stream energy monthly. My bill ran me about 300.00 to 500.00 monthly but I never complained about the bill because I knew electric was something I needed and couldn't go without so I paid my bill every month, It would be late every month but I paid the full amount monthly.

I got hung up on, interrupted when trying to talk, talked over, no respect at all and when trying to speak with managers, got hung up on over & over and some of the managers treated me the same way as the representatives did. The managers kept apologizing over and over and wasn't doing anything but making the situation worst, it wasn't a resolution to the problem because if it was I would still be a customer right now.

I am a collections representative myself and I don't treat my customers that way, I treat them with all the respect because I put myself in their shoes and treat them the way I would want to be treated. What do that tell you as a company for a customer to leave your company paying that amount of money per month. The bad thing about it, they wasn't trying to do anything to keep me as a customer, they was willing to let me walk right out of that door without trying to save my business, and that's what I did, walked right out that door into another company that customer service is what I expects because I had them before.

I will never recommend anyone to stream energy nor will I ever go back to that company as a customer. Some advice to your company, I hope you guys get yall stuff together because the way you guys customer service people are, yall are going to loose a lot of customers because no one wants to spend a lot of money with a company and nobody treats them with respect or appreciate them as a customer. I would call in to try to make a payment arrangement on my bill when I was having a hard time paying my electric bill but they would not give me a payment arrangement because of a disconnection notice I got within a month but what do they expect, we are in a recession and people are having hard times right now.
     
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Anonymous on 2010-03-16:
As long as I get my service and they get their money me and my electric company get along fine. I don't understand complaints that say that they treated me bad, they don't care, blah blah. They want their money for the power they supplied. That's all.
Hugh_Jorgen on 2010-03-16:
It might sound harsh, but if you are late every month and that requires them to send out late notices and then they have to field several phone calls from you each month, then you are right - they don't want your business.

Whatever profits they would have made on your account are eaten up with the extra costs of dealing with your calls and late payments. That's just the way a lot of businesses look at it these days.
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