FORT WORTH, TEXAS -- I was actually recommended to this company by a co-worker and friend. She is a "Stream Energy Rep" and I was in the market for a new energy company. I had just recently moved to my current home, which was an upgrade. I needed a better rate, so she showed me the numbers, but I was still very hesitant. I was with my former electric company TXU for over 25+ years. However, they were steadily raising their rates and my last bill got up to over $600 so my spouse and I said enough is enough!
Anyway, I still wasn't totally convinced on 'Stream' so I drag my feet a bit longer. Finally, she cornered me after work one day and wouldn't let me go home until I signed up. I believed her to be an honest person, and a good christian woman so I gave in. Well signing up was very painless (although there was one surprise, I had to give her my SSN, which I'll be honest I wasn't totally comfortable with, but I trusted her).
The next month my Stream bill dropped to only an incredible $217.00. WOW!!! Now that's what I'm talking about, I thought! Well the honeymoon was over by the next billing cycle. Now I'm going to preface my next comments by saying, "I was totally sold on this company, in that not only did they keep their promise by massively reducing my rate, but I began to tell others about them.
Well in November 2012, they dropped a Hydrogen Bomb on me! My wife called me at home completely livid!!! She was skeptical of changing to this 'unknown' company in the first place and now her worst fears were realized. She was so angry she wouldn't tell me what was wrong. She just said, when you get home they'll be a letter on the bed waiting for you!
I got home and saw it was a Stream Energy bill, I opened it and to my complete shock and horror our next bill was $1100.00. THAT'S RIGHT, ONE THOUSAND ONE HUNDRED DOLLARS! I literally freaked! I was in such disbelief I didn't know what to say. My wife was so angry she couldn't speak! No yelling, no screaming (the silence actually disturbed me more) she just looked at me like FIX THIS NOW!
I immediately got on the phone with Stream, customer service absolutely NO HELP, I called my friend the rep and she was in total disbelief! She said, " I never had a customer have this happen before". She immediately went to work and got someone from her Stream Energy 'upline' to investigate. I spoke to them and they were also in disbelief. I do give them some credit, they were totally outraged as we were, but they couldn't get any results. I had to call the Texas Utilities Commission to investigate, my pole and lines, no results. I even called ONCOR to investigate my meter (of course they weren't gonna find anything, its their meter) so duh. No results.
Finally, after another month and another almost as high December bill of $900.00, I was frantic and very angry! I did everything short of pulling out light bulbs to keep the usage down to nil. Which was not the issue anyway, we did absolutely nothing different from the previous month, November, to cause this bill to be as ridiculously high as this one. So by this time NOW with TWO bills, late fees, etc. we ended up owing over $2600.00!
Only by the grace of God we did get a decent gentlemen in the Sales Rep area of Stream to have pity/compassion on our case. He got them to suspend bill & to work out a (high priced) repayment plan. They divided the $2600 plus dollars we owed into 12 payments to be repaid!
Now get this, on top of each new bill we would receive! In other words, every new bill, no matter the rate would have to be added to and repaid each month or the agreement was null and void!! Plus they put a lock on our meter so we could even dump these devils without forfeiting electricity period! We couldn't switch to another service without repaying these blood sucking vampires every penny.
Well in conclusion 2012/2013 was the longest most financially challenging years we've had in a while. Needless to say we absolutely will NEVER AGAIN go under contract with theses devils. We have been using them month to month which seems to suit our purposes. They have been somewhat reasonable prices until today! December 2016, $680.00. Today, January 2017, $900.00+.
RICHARDSON, TEXAS -- I am a United States Navy Combat Veteran. I proudly served in Operation Desert Storm/Desert Shield onboard the USS JFK CV-67. I suffer from PTSD, MST and a long list of other elements including an Oxygen Tank. I am hardworking dedicated husband and father of 10 who back in 2014 lost my positions as Director of Operation for an IT company. Due to my qualifications it took me almost a year to find employment. During that time we lost everything and ended up homeless. During this time an associate of mine does business with Stream and sponsored me to join the business so now I am a dedicated team member .
I since have started our transition with support and stability and have the ability to function back in today's society. I am on a fixed income and I have explained to the sales representative. I have also explained this to them on 3 different occasions, not one I was given instructions as to proper protocol. Every time I am paid I pay my bills so my services have been interrupted 3 times and I have to explain the same story. Finally I was informed of the proper protocol in regards to fixed incomes.
So on 7/13/2016 my services were disconnected so I contact Stream energy and express my concerns and that I am paid on the 15th. "Could you please give me an extension until then?" Their reply was "I am sorry. There is nothing we can do." Well it is 100 plus degrees outside and I have disabilities that need energy. I was told they couldn't help us out. This was heartbreaking to me along with the representative having a aggressive tone. So I clearly asked to speak to an Executive Level Manager and I was told I would have to email customer service. So my reply was "Why I am talking to you now?" So I mainly felt abandoned and my concerns were null and void.
I explained to Stream's Customer Services Supervisors whom I couldn't understand due to a language barrier, that there are 2.8 million plus veterans and "Imagine the impact this letter would have on your bottom line." And this guy's reply was "I am sorry. There is nothing I could do to help." So I reach out to different resources like churches and other organizations and I was told "We do not conduct business with Stream Energy." So if our Community doesn't support them I will no longer support them as well.
GRAPEVINE, TEXAS -- Stream Energy is like any other electric provider until something goes wrong. I was a long time customer without any issues. However, the first time I had an issue I realized how little this company cares about its customers. As I do every time my contract expires, I search for better rates.
Around 13 Jun, I tried to see if a better rate was available at Steam Energy for long time customers but only what was published was available. So far no problems, I also asked when my 2 year contract expired and they indicated the 1 July. At least that is what I thought at the time. I called in June since I received several emails and voice messages indicating my contract was about to expire. Well you guessed it, I cancelled on 5 Jul based on the information provided but my contract actually expired 1 Aug and a $250 fee was charged.
Given all that I figured I would be able to work with the company to come to some consensus since they are the ones telling me my contract is expiring, but who am I kidding. First, I had a real difficult time understanding the agents I contacted but it was always the same scripted answer, the fee was legitimately applied. I think when I was on hold they just went for a coffee break because I always got the same answer.
The lesson here is do not sign up with Stream Energy if you think you will ever have any reason to contact customer service because they are there just to frustrate you. Absolutely don't make any decisions based on what they tell you, read the contract if you can find it after 2 years. I blame myself for not reading the fine print but I blame Stream Energy for its lack of understanding especially since they Lead me to cancel early. Also, I had a great rate, my current rate is much higher so I did not cancel for my benefit. It was only due to the incorrect info provided by customer service or lack thereof.
DALLAS, TEXAS -- First, as someone said: They are a typical energy company UNTIL you have a problem. I've been using Stream Energy since 2008 without issues because I've never had a problem. On 11/22/16, I requested to move my service from one address to another. I called back in on the same day to correct the address and was assured by the representative Jose that he would update and "not to worry". Well it turned out I had plenty to worry about!
On 12/23, I got a bill for my new apartment and an apartment that I never lived in and that bill was twice the amount of the apartment I actually live in. Once discovered, I called into Stream Energy and encountered the rudest, non-listening, most aggressive representatives supervisors and managers -- Diego, Evelyn, Meagan -- that no paying customer should encounter. Not only did they tell me that I've lived and have been paying for a unit that I've never lived at for one year, they refused to take an incident report and have it investigated to remove the charges as it was in my opinion "a company error."
I have since then contacted the PUC, BBB and Attorney General for TX and will write review after review about how HORRIBLE their behavior, willingness or ability to provide quality customer service to the public has been. What I have learned is NOT to expect much from these type of companies and you won't be disappointed! They are POOR listeners and problem solvers and seek only to throw the blame on the consumer to avoid doing their job. What's amazing is they violated their own rule of "a consumer can't have utilities at two locations in their name" yet they were willing to bill me for just that? If I could give the a ZERO, know that I would have.
SUGAR LAND, TEXAS -- When I bought my house I took a friend's suggestion and decided to go with Stream Energy. Their prices weren't amazing but they were about the same as everything else and the referral bonus would help my friend out so I went ahead and did it. Right from the start I had issues with them double billing me because for some reason my account got duplicated so I was being billed for my house twice. After months of that I still have two accounts but they now only bill me for one. It adds to the confusion every time I have to call customer service but as long as they don't double bill me I'm done messing with getting it fixed.
After a year it was time for me to renew and as I didn't want to deal with the hassle of switching and they were offering some great incentives to renew I decided to go ahead and renew at a better rate plus I would be receiving a new smart thermostat. Not only did the renewal process somehow mess up my billing (got it sorted out finally) but it has been nearly two months of trying to figure out when I'll be getting my thermostat and I've been told that I won't receive it until 4-6 weeks after I "make my first payment" which is supposedly at the end of this month.
I've made 2 payments for bills that had the new contract terms listed yet according to them I haven't made a payment on the new contract...it's a load of BS. If what they're saying is true I'll receive my thermostat nearly 4 months after I renewed my contract. I was completely locked into my new contract from the moment I clicked "accept" online yet they don't have to hold up their end of the contract for nearly 4 months? A total double standard and their customer service representatives are willing to do nothing for you.
ARLINGTON, TEXAS -- Stream energy has the worst customer service I have ever dealt with. I've used Stream for over a year and every problem I've come across they've found a way to bungle and frustrate me at every turn. They cut my service off without warning NOT because I didn't pay the bill but because in their computer system they managed to lose track over whether my service was commercial or residential, never mind the fact that my service had been residential for my entire history with the company going back 10 months at that point. The service was cut off and my apartment complex kept the service on as if I had moved out.
I had to call Stream and to get the service cut back on in my name. I couldn't deal with Stream. I had to deal with their parent company Encore. Then when I was sent back to STREAM to correct their mistake, I had to renew a contract that I just renewed months ago for another fee. SO in reality Stream is just a middleman for billing and they can't handle anything else.
So, two months later I'm moving apartments IN THE SAME COMPLEX, and I can't get a email from them indicating that I've moved service from one apartment to another which I need in order to get the keys to move into the new apartment. It's an email, pretty standard, should be to get that the moment I move the service because for YOUR convenience all their business is over the phone, if I could have done this online I'd have the request that I could print myself.
Whatever ever savings they claim is not worth the heartache and frustration that comes with dealing with a customer service that cares nothing for you once they've got you on a contract. I will be dropping them the moment I can afford the disconnect fee. Which is supposed to $50 but I'm sure will be double if not triple that amount by the time I'm actually able to do it because I expect them hit me with all sort of hidden fees because that's the vibe I get from them. They are horrible, stay away. Go with somebody else, even if it's more money.
SNELLVILLE, GEORGIA -- After being with Stream Energy for since July 2014, I have never experienced such dissatisfaction. I always have had a 6 month contract with a fixed therm rate. I have always received reminders in the mail that do not come with the bill as well as multiple phone calls to remind me of the renewal of my contract until this year. The use of gas has been the lowest I have ever seen in the last few years. Stream Energy claim to have sent me two notifications saying that my contract was ending as of Feb 2017 and that I would need to renew my contract. I never received any notice of renewal nor a phone call, which they claim is a courteous call.
Seeing as before I have received multiple calls and only one notification in the mail in the past I was very upset that the same customer service was not given this time around. I called their customer service line and spoke to a representative. She explained to me that they would submit my bill for review and see if they are able to adjust it. I never got a call or a new bill notifying of any changes. I called back again to follow up on the billing adjustment request and they told me that it was denied because they claim they sent me two request. I explained to them again that I did not receive the notifications nor did I receive a phone call.
My rate changed from a .49 per therm to a .98 per therm, which raised my bill from 90.00 dollars to 180.00 dollars for one month. I am a single person. I live in a single family home by myself and believe that this is a disgrace. There is no integrity in this company and they have very poor customer service. I have repeatedly asked to speak to a supervisor and she was no help. She was very combative and was not helpful at all. I asked could I speak with her supervisor and she said that she did not have one and that there was no else for me to talk to. I have never experienced such poor customer service and unreasonable accommodations.
I called back once more to see if I could speak with someone else who may be able to understand and try to do something on my behalf. Instead I got on the phone with another supervisor who asked me about the situation again, even though the situation was annotated on my account. She only continued to be combative with me and repeat the annotations on my account.
Only when I threatened to transfer my service did she reluctantly offer to submit another request to her billing adjustment department, but continued to tell me that it would not help. I cannot stress how discouraging that was. This is a true example of a company putting the consumer at a disadvantage and poor customer service.
NORTHAMPTON, PENNSYLVANIA -- I have been with Stream Energy for 3 years and I renewed in December for 12 months. I looked at my electric bill this month and noticed my Stream rate is much higher than my electric company's rate. When I called the customer service area they said I didn't renew my contract. Since I didn't write down the name of the person I spoke to in December they didn't do anything. I cancelled on the spot. This is a rip-off company in my opinion.I know I renewed because I only renewed for 12 months since that rate was lower. I am so angry, my electric bill is big enough without some company taking advantage of me. Do not go with this company.
PLEASANTON, TEXAS -- I didn't want to leave any stars. We have had nothing but the WORST experience with Stream. Their customer service is absolutely terrible!!! NO ONE seemed to have any idea what they were doing! They input some ID numbers incorrectly and never notified our apartment's original electric company that we had switched. SO 500$ later and 2 double bills from 2 electric companies they say they aren't responsible, and they wouldn't even credit my account anything. Last time I checked ESID #s are not the customer's responsibility.
Just when I thought it could not get any worse I found out we were actually paying the electricity bill for the apartment above us the whole time. After they said (on the 5th phone call) they had got the new numbers right, I STILL RECEIVED ANOTHER BILL FOR THE APARTMENT UPSTAIRS. I said I was not going to pay it, and they said they would just disconnect my service if I didn't! Unfortunately I am stuck with this ridiculous joke of a company until I move. I WOULDN'T RECOMMEND THEM TO ANYONE. I will most definitely not be using them once I leave my current apartment. Yes, it's cheap, but you're paying for the ** service you get in return.
TUCKER, GEORGIA -- The rude people in the office or what have you, told me they did not receive my payment, I told them I have a bank statement proving I paid my bill... They told me the only way to prove my bill is through fax. I told them "I am not able to fax it over. Can I email it." They told me no, I asked to speak to the manager... He was rude as hell (Christian **) because I am frustrated that they cut my services off and then told me it was because of my negligence to pay it, I asked him could I email it to him.
While I receiving my statement from my bank Christian ** thought it would be a good idea to argue with me about whether or not I paid it because "they never received my payment". I would not recommend Stream Energy to anyone because of lack of customer service.