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.
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.
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 just 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 immediately 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 technology (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 flat screen 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 emissions on the excavations, those ones are affecting so much our planet. If you're 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 believe it or not I care about it. Good bye, take care everybody.
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 lose 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.
DALLAS, TEXAS -- This is the worst company I have ever dealt with. I called them to get a rate and deposit QUOTE. I was told they could not give me a quote without going online and filling out a form with my information, so they could make sure they serviced my area and pull my credit to see if I would have to pay a deposit. So I did that while I was on the phone with them, it didn't take long. Then, after I did that, they transferred me to customer service. THEY SIGNED ME UP, UNBELIEVABLE!!
So I told them I just wanted a quote, and that I did not want their service, and they told me it would be 150 dollars to cancel! I was still on the same phone call, I hadn't gotten off the phone with them yet. I had no idea what my rate was or anything. The customer service was rude and they would not cancel the service that I didn't want. I was railroaded and now stuck. I live paycheck to paycheck, I had no money to cancel. So 3 weeks later, I still have never gotten anything in the mail, nothing at all.
So I called them to get my contact info so I could see what was going on. That's when they told me I had a late fee and they were sending a cancellation notice out!! It had not even been a month yet. I told her I never got the bill and how could it be 50 dollars for 1 week! I have a small one bedroom apt that I am rarely at. They were rude and now I have to pay a let fee or they will disconnect me and report to my credit and send it to a collection agency. RUN FROM THIS COMPANY, WHAT THEY ARE DOING SHOULD BE ILLEGAL. If I did this to people at my work I would be fired. Run run run!!
LAREDO, TEXAS -- I have been Stream Energy customer for 3 years, I never had any problems with them, EXCEPT that this company CHARGES ELECTRICITY TOO MUCH the norm! its ridiculous! I guess its my fault though. I have moved out of my parents house and this is the energy provider that was recommended to me. For a small 1 bedroom apartment, no TV, no washer, AC is on only 10hrs a day since I work a lot, and I paid no less than 85$/month from this company! I put up with it for 3 years until I saw my boyfriends electric bill: he had his pool pump running few hours every day, AC set at 75 degrees daily, 3 bedroom house, with washer and dryer being used weekly, TV every morning and he pays mostly around $150! I pay $200 during summer peak with this company! I hope this review helps with those first timers like me. This company will rip your wallet. Please don't make the same mistake as I did!
FORT WORTH, TEXAS -- I have spoken to 6 of their reps. The last three have all hung up on me and the third was silent when I finally got off hold and then hung up. I have been receiving renewal calls for about a two months I believe. I had spoken with two people and advised I would not be renewing, I was getting married June 6, 2015 and would no longer be living in Texas but was moving to NYC with my new husband. I asked about the process and they informed me not to worry that I was canceling within a month of my contract and I would not have to pay a cancellation fee. Then I called to get my final bill on Fri June 12 and the representative informs me he is charging a $200 cancellation fee even though I explained the situation. Now I have called three times today and the phone just keeps getting mysteriously disconnected when the first young man said 4 times don't hang up (seemed odd) when I asked for a supervisor. He then hung up when he was "attempting to transfer me". Now I have called back three more times today and keep getting mysteriously disconnect.
NORCROSS, GEORGIA -- There are many gas companies in GA to choose from I randomly was referred to this one. Never again! I've never left a review for any company, ever, but for this one I will. I had nothing but problems with them from the beginning. From the date they scheduled my "turning on the gas date" to issuing my refund which they've been working on for 2 months now, mind you their completely paid. I owe them no debt, and also was never late paying my bill.
I've spoken to many reps and supervisors and currently still waiting on my refund from my deposit. I advised them I work in customer service and I feel sorry for the rest of their clients who have or are dealing with any similar issues. I also told them never again would I use their services. And I'm pretty forgiving but they just really pushed the limit with me. They schedule dates and don't tell you the correct info. They promise you your money back within a timely manner like most companies do. And they failed completely. It's an absolute shame.
PLEASE IF YOU HAVE ANOTHER OPTION BESIDES STREAM ENERGY IN GA PLEASE TAKE IT FROM SOMEONE WHO KNOWS, do NOT GO WITH THEM.
HOUSTON, TEXAS -- I have been with Stream Energy for roughly two years. Yesterday, (02/03/15), I logged into my online account to make a payment and was directed to re-create my password for better security purposes. This included adding an uppercase, lowercase, number, and special character such as !, @, #, etc. This highly annoyed me, as I do not appreciate being told how to create MY password.
Upon entering my account, I went to pay my bill as I always do and realized that with their whole website change - they, without notifying me, added a convenience fee of $2.95 whether I pay by bank, or debit/credit card. I have been paying my bill online with no convenience fee and all of a sudden, without warning, they implement it. Absolutely unacceptable and for this reason I will be finding another provider.
I called their customer service and was told the only way to Dodge the fee is by enrolling in their automatic bank draft option. Well that's great, except for the fact that it takes 1-2 billing cycles to actually take effect. Maybe they should have considered their customers by sending a respectful email - allowing enough time to enroll in the bank draft to avoid the future convenience fees.
ATLANTA GA -- I used Stream Energy because it was recommended by the apartment complex I moved into. Little did I know, it would be the worst customer service experience of my life. Sadly, this is not an over exaggeration. If you want to never talk to a real person, accrue outrageous expenses on your bill for no apparent reason, and be charged a service fee ON TOP OF the service they are already charging you for in order to pay your bill (if their wonky website actually lets you pay your bill -- or they decide to pick up the phone) then you want Stream Energy. Seriously, one of the worst decisions I have ever made. I hope/know this company will go under.