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.
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.
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.
WASHINGTON, DISTRICT OF COLUMBIA -- I've been a Stream Energy client for just over 36 months and have had an overwhelmingly positive experience so far. DC Energy contributors are usually late and many times non-responsive in terms of customer service and support, not to mention being put on hold for 40 minutes. I hear these and much worse customer stories of other energy companies. Luckily, I'm with Stream, and hence don't experience any of these issues (Thank God).
Think Stream Energy should invest more in marketing in DC because I know a lot of people who're looking for a better energy solution but just don't know that it's there. Grateful to Stream for their continued timely bill deliveries, accurate bills, and kind and swift customer support and phone service!
NEWARK, NEW JERSEY -- I signed up with Stream Energy a year ago and never had any complaints or regrets. They don't make miracles happen but no one expect them to, they serve as they advertise, which is what's most important to me. This includes their mobile data plans, with calls and texts, as well as a few other wireless services, such as their Virtual MD which comes in as very useful every once in a while!
Furthermore, I wasn't overcharged and the bills were never late so far. How many times can you be with a company and honestly hope nothing changes in the future? This is how I feel right now... Dealing with Stream has been hassle-free and just a wonderful experience overall!
HOUSTON -- The customer service is all done overseas. Can't understand them most of time. It takes a minimum of an hour to 2 hours for any problem resolution. I moved one time and they continued to send bills to wrong address then turned off my service. Then they wanted to charge me to turn it back on. Next month the person in customer service hadn't followed up on the automatic pay we set up and I received another notice they wanted to turn off service.
Then I moved and they wouldn't accept a cut off date from me. When I called back about it, they had my address listed 2 addresses ago. If I wasn't under contract and would lose money, I'd move. Stay clear of problems and don't use them. I have never had a problem with an energy company like Stream. EVER!
DALLAS, TEXAS -- I accidentally saw some of the reviews here and I decided I also have to give my... well my three cents. I really can't speak for anyone else but for myself. And I've had just a wonderful experience with this company over the past 18 months.
We initially switched over to Stream Energy after my daughter show me their website almost two years ago, and more specifically - their mobile plans. The amounts of data, calls, and messages they offer seemed unprecedented to me in comparison to other service providers, and it was an easy decision.
The transfer was fairly simple and ran smoothly due to the friendly staff in the company, and it was a positive experience overall. I think they even paid for our activation fee, which was a great hint we're in for a good deal. I also have to mention how much free unlimited calling to Canada means to me, I don't know how I could live without this... This is actually what I love about Stream Energy the most. I need to call family in Toronto fairly often, and these calls tend to last, and I definitely wouldn't be able to keep up with the phone bills if this wasn't free with Stream Energy. A huge THANK YOU to Stream Energy from the ** family!
HARKER HEIGHTS, TEXAS -- My electricity bills for the last 3 months have been totally inconsistent. Thermostat setting (70 degrees), and routine energy usage has stayed the same, yet my bills fluctuate by as much as $150. This month has been my highest yet; nearly $400. I have a neighbor who had to get his meter replaced because of similar issues. Secondly when they tell you that your rate is 9 cents per kWh, what they fail to tell you is that ONCOR charges them for the service, thus additional costs that they call kWh charges. Unfortunately there is an unregulated monopoly being ran by ONCOR and these middleman providers in the state of Texas.
LAWRENCEVILLE, GEORGIA -- I have been a customer of Stream Energy for over 10 years. I always faithfully paid. In June I was a few days late. They came and turned off my gas. I had out of town people coming the next day but they refused to help. Since then I have not received a statement but I pay online anyway to make sure it didn't happen again. Well guess what? They have done it 2 more times. NO notice no nothing. I checked my account online and they are taking my money. I have even overpaid. Luckily my husband has been able to override their lock. I wrote to their customer service and the CEO and I have not heard anything. If you know anyway I can rectify this I would be very appreciative.
first of all stream is a energy retailer not a utility company your utility company shut your power off not stream you need to deal with your electric utility compay, get it?