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Run!!! Do Not Walk Away From These Disgusting Crooks!!! Bill Went From $200 Over $1100
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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+.

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POOR Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Military and Veteran's Sisters and Brothers Stay Away
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Billing Issue
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Customer Service Problems
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- I became a Stream customer about 2 months ago. I am now looking for an alternative and here is the reason why: We live on a very bad country road. The PO has stopped delivering our mail in May. In order to get our mail all the residents had to travel about 20 miles round trip to get their mail.

I, unfortunately have no transportation due to an estate case that I am involved in, so in order for me to have gotten my mail I had to find a way of getting there (a ride). Therefore, I was not getting my mail on time. We then put all our boxes at the end of the road so now we get mail. I still have to walk about a 1/4 of a mile to get it. I finally got my bills and nowhere on them stated that I was to be disconnected.

Yesterday, the 2nd of Sept, the truck was out in my driveway and I was told that I was to be disconnected then. Now I have a severely disabled husband. He requires cool conditions inside and oxygen 24/7. I even have a sign on the window. The men told me that I had to call my provider (Stream). I did and was told that it should have been disconnected on the 25th of Aug.

After waiting 20 minutes on hold I finally got to talk to someone. I explained the situation and all I got from him was there is nothing I can do about it. I told him that my husband is on life support and again I got the same response. I finally got so frustrated that I said "If my husband passes away because of no oxygen, I will send all the bills and sue you". I hung up while he was still talking. This is not the way to run a business. No compassion and respect, I'm changing.

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Unprofessional and Money Hungry
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- I've been with Stream since 2009. I'm not sure if someone new came in, but the customer service department is beyond awful. I moved in December and I contacted Stream to advise of my new address change and a transfer services. The Rep that I spoke to made the mistake of not listening me and he placed me on a much higher rate plan. I went from a 2000 square-foot house to a 700 square-foot villa. My bill for Jan and Feb were $170 and $152. My bill was never that high at my prior address. Take note I was living is a 3 bedroom home.

When I called to let them know this was a mistake. I spoke to a Supervisor by the name or MaReno. He told me he could not do anything about the charges. I told him I wanted to cancel my service and he immediately told me "Okay." He could care less. I wonder how many other customers they are going to run off. I called TXU and I was given a very low rate that would not change for a year. I then received a call from a Kerri at the retention department. I explained to her all of the above. She tried to convince me to come back to Stream. I told her I was not going back to be treated so poorly. She told me she would waive the $250 fee for my cancellation and she would go ahead and send the high bill to the "investigation department."

I just received a call from a Manny from the investigation department. He was very rude and told me the rate was correct. I tried to explain to him that I was not a new customer and his response was comical. He told me he could not do anything about the charges. Why is this guy working there?

I had to tell him how to treat customers. When you call someone and leave a voicemail. Speak at an average speed and make sure to repeat your number twice. When I called him his voicemail he did not state his name. Extremely unprofessional. I'm pretty disgusted with this company. Please take note that a contract must be signed for a set rate and they will change it at any moment.

It was a great company when they began. I was treated well and respected. I'm guessing they grew and we are only a number to them. They have become greedy and I foresee customers canceling their services sooner than later. Meanwhile, I cannot get a hold of Kerri. When you hear STREAM run as fast as you can.

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Terrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HUMBLE -- This company's policies and customer service STINKS! I called to make a payment over the phone. However, at the end of my call, I was told there was a problem with my payment and I was transferred to a customer service representative The customer service hardly spoke English and I explained to her the automated teller said there was a problem with my payment and I was transferred to her. She put me on hold to check the account and when she returned she explained to me the payment had been processed twice because there was a glitch in their system, at which time she asked if I wanted a refund or if I just wanted to leave the money in my account to go towards my bill the following month.

I told her I wanted a refund. She then stated she would start the process. I asked her how long would it take to reverse the payment and she stated it would take 45 business days. I told her it didn't take 45 days to draft it from my account and that this was ridiculous. I asked to speak with a supervisor or manager. she put me on hold and left me on hold for 30 minutes before I decided to hand up and call back. When I called back, the same thing happened so I ended up hanging up again without ever speaking with a supervisor or manager. I called my bank early the next morning to stop the 2nd payment and the payment had already hit my account. Therefore, I called Stream Energy back once again and asked to speak with only a manager this time only to be left on hold a little more than an hour.

Finally, upon speaking with the manager and explaining to her the reason for my call she was no help at all. it sounded like she was no more than a teenager that was very unconcerned with my dilemma. She then informed me that I had been given wrong information about the refund process taking 45 days. She explained to me the process would take 120 days. I could not believe this, Stream Energy is horrible and I can't wait to get out of my contract.

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Excellent Experience With Stream for 4+ Years
StarStarStarStarStarBy -
Rating: 5/51

DALLAS, TEXAS -- I have had 3 electricity accounts with Stream for over 4 years and have been delighted with their service. When I first switched, I saved more than 30% over the TXU service I'd had for decades. Sometimes a problem is not a Stream issue, but is something you take to the "delivery" company, the one that owns the poles, wires and meters. If that's the case, just call Oncor or whomever else delivers your energy and handle the issue with the people who are best qualified to help you. Don't blame Stream. And don't call them when your power goes out; they can't help you with that. But they do give you the number you should call. Keep that in your cell phone like I do.

For those who complain that Stream didn't beat your doors down to make sure you renewed your contract on time or to stop you from switching providers before your contract expired, again, take responsibility for yourself and pay more attention. Stream includes info about contract status and renewal reminders on your paper bill and on the online payment portal. If you do not renew your contract or switch providers when the contract expires, your account automatically rolls to a month-to-month deal where rates vary and are often higher.

Readers should realize that people come to a review site like this mainly to complain. Sadly, those like me who are happy, long-term customers, or who have had problems that were successfully and courteously resolved don't typically bother to write reviews. If you're sampling a restaurant's food by only looking at what's in the restrooms, you are certain to find a lot of stinky things.

I can't explain those horror stories of $1000+ bills with no apparent resolution. But just remember there are two sides to every story. I have a friend whose TXU electric bill was between $700 and $1000. I looked at her bills. Yes, her basic energy rates were pretty high with TXU, but her usage (KWH) was also sky-high. She called an electrician who discovered that her older home's wiring was messed up causing a massive energy drain. She had the wiring fixed and her bills went way down, but she was still responsible for paying off the previous high bills.

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Unauthorized switching service providers
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ERIE, PENNSYLVANIA -- 😈😈😈!!!WARNING!!!😈😈😈
First post from my mother -
BEWARE EVERYONE! My Mom (88 years old) just received a letter from Penelec yesterday about her switch to Stream.... SHE DID NOT SWITCH TO STREAM!!! She did not call them, did not sign anything, nothing!!! I just got off the phone with Stream and they said that Jawan (??sp??) signed her up on Stream last Thursday through the internet!?!?!? The woman on the phone with me today at Stream informed me that people are always just signing people up online! She said all they need is your name and address, a social security number is required BUT..... the number isn't verified. These people are signing people up and just typing in any number and Stream doesn't know the information is false until they receive a complaint!!!!! She said it's happening in PA, NJ and other states... It is straightened out right now and she is back with Penelec but this is ridiculous!!!
Second post from my MOTHER -
Stream Electric, whoever you are, I will be calling the PUC in the morning!!!! Apparently I was wrong when I thought the problem with my Moms electric was solved this morning.... Stream called her tonight to verify that she is THEIR customer!!!! I am so ANGRY 😈😈😈 She of course told them HELL NO! Please, if anyone out there has signed up for any utility service and NOT shown any form of ID, let me know. I have always had to show ID to prove that I am who I am when turning on utilities.... Stream did try to verify her last 4 numbers on her social security card and they could NOT do it because this "Jawan" person gave them false numbers! "Jawan", you do not want me to find you, utility fraud is serious business, especially when you combine it with internet fraud! STREAM, you should be held just as responsible and I will see what I can do to make it happen! Wonder if I can get something in there about elder abuse too.... Signing off as the pissed off daughter of an 88 year old victim!!!😈😈😈

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Stream Allowed an Unauthorized Person to Change the Account
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WAXAHACHIE, TEXAS -- We entered into the Secure Choice Plan - 12 Month Plan with Stream Energy. But when the expiration date came and went; we were surprised by another bill being sent to us. Our contract was supposed to end on May 10, 2017. We contacted the Stream Energy customer service to resolve the issue. They were of absolutely no help. They claimed that we had called in March 2017 to renew for another 24 months! We were put on hold multiple times, informed that customer service was too busy to assist us, and the representative called us liars after we said we never called to renew.

At this point we were beyond frustrated. We told the representative to check the call/voice records to prove that we had not renewed. He told us he was busy and he didn't have time to do that. YOUR JOB IS CUSTOMER SERVICE. THIS IS LITERALLY WHAT THEY PAY YOU FOR. We told him we would wait on hold while he went to go check on the voice records. After 10 minutes of holding, he came back and told us that a "Lori Ann **" had called to renew the plan for a further 24 months. So I thought it was a done deal, obviously they mixed up the account number.

It's an easy fix, just go back to renew the right account and cancel our service the day it was supposed to expire. WRONG. The representative then said that doesn't resolve anything. We told them it was obviously their mistake. They allowed a person, who is neither the account holder nor an authorized user, to make decisions/changes to the account. How is it right that Stream Energy is telling us that they aren't going to resolve the issue they created? We were then told to call the general service line back at a later time.

We told them that we want to be able to contact a specific line in order to get this issue resolved. We didn't want to waste another hour explaining this entire situation again and possibly be told that "Stream Energy is unable to resolve the issue right now, you'll need to call back at another time". How is that customer service?! Besides complete failure at addressing the issue, the representative just kept repeating the same script over and over again. It seems like the only requirement for Stream Energy customer service representative is reading comprehension skills of a 3rd grader. As of 5/24/17 the issue has not been resolved.

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Stream Energy Rating:
Star Star Star Empty star Empty star
2.9 out of 5, based on 120 ratings and
157 reviews & complaints.
Contact Information:
Stream Energy
1950 N Stemmons Fwy, Suite 3000
Dallas, TX 75207
214-800-4500 (ph)
www.mystream.com
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