Stream Customer Service Suxs!!
“ Haven't recieved a paper bill in the mail since June 2020. And they don't want to do anything about it. Been with Stream Energy for 12 years. But their customer service has really when to hell in a hand basket the last 5 years. So I'm dumping them & finding me a new energy provider!! ”
August 12th, 2020
They cancelled my previous service without my permission
“ I enrolled online and it didnt give an option start date. I called and was told would get a reply in 2 days. Then the order was worked the same day. They cancelled my old provider who is going to charge $295 cancelation fee. I didnt ask for order to be worked same day I put in order. It didnt give me a chance to enter a due date ”
June 28th, 2020
“ At first it was ok but now it's getting ridiculous.. From 110.00 to 150.00 to 175.00 and now 222.00 and my next is 272.. I am switching ”
June 24th, 2020
Do NOT use Stream! -NEVER-
I was a loyal customer for Stream for several years. My bills kept getting bigger and bigger, when I would call and ask about it basically saying it's getting out of hand. I was switched over to "someone that could help me". I then explained the situation to them and asked if they were able to help, her reply was I can take your payment. ((Keep in mind I've been with them for years)) so I assumed they would hold their word. NOPE! After explaining the situation with them, they had the nerve to switch me over to "someone that could help" . Needless to say no one was able to help me understand why my bills were so expensive.
THEY DONT HOLD THEIR WORDS.
THEY SWITCH YOU OVER TO MULTIPLE PEOPLE.
THEIR PRICE IS OUTRAGEOUSLY HIGH.
IT'S AN AWFUL COMPANY TO WORK WITH.
I RECOMMEND ENERGY OGRE ”
June 17th, 2020
“ I spoke with customer service about a payment that was made on my account and i was giving the round around about returning the extra payment that was posted to my account, and also the money that was left over from the the bill i was informed that it would take 7-14 days to be returned by mail and it was already sent out already and it has been over a month and i haven't receive nothing yet then when i checked my account to pay my bill i noticed that it was posted to my account as if i had made a payment ”
June 13th, 2020
lots of hidden cost
“ They sale you saying they have lower rate, but they quote you on higher usage and than they say oh we thought that was your usage. It happen to me, and i endup paying more now for 1 year. everything verbal on phone you will just received bill ”
May 14th, 2020
Stay away !
“ I had 2 accounts with stream energy in the past, first of all their unit price is just too much for a 1 bedroom apt I was paying 200+ a month every month I finally got tired and tried to switch my services, they charged me current month bill in addition 30 days for idk meter cut charges and early termination fees which was 900+ for 1 bedroom I tried calling them like millions of times for help nobody even cared and hurted my credit pretty bad, i dont think anybody deserves this kind of treatment ”
May 13th, 2020
Company does not value or care about there customers.
“ I have been with this company for almost nine years and this is the third time and the last time that they stick me with a bill over three hundred dollars. I didnt receive a bill in January but February comes and I receive a bill for two hundred and then a week later one for three hundred. I had to call to aske why and what was going on.They tell me they will give me time to pay it and it would be due in April. Its an pandemic and we have been in Shutdown. They didnt ask if I could afford or if I had lost my job. Yes I know I have to pay for electricity but it my company fails to provide the bill hows it my fault?? ”
April 26th, 2020
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 nameor 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 cancelling their services sooner than later.
Meanwhile I cannot get a hold of Kerri.
When you hear STREAM run as fast as you can. ”
March 26th, 2020
The rep took my deposit for buisness account. Then get a call saying tax id isnt sufficient. Rep took two days and still told me i needed to wait. He threatened me and said let's meet in personal he wanted to fight.
I called and handle it myself with streams buisness department. Then when I wanted to file a complaint it gets disconnected. ”
March 26th, 2020
“ I WAS PLACED ON HOLD FOR OVER AN HOUR , NO ONE GOT BACK WITH ME. I FINALLY HUNG UP. I CALLED TXU, GOT AN ANSWER IMMEDIATELY & GOT SERVICE SET UP TODAY. ”
February 28th, 2020
“ I have been with Stream more 4 years, but finally realized they're deceiving by all means. They decided not to send bills in order to charge late fees. I called them many times but nothing is done. They even decided by end not to send energy weekly report... They're more than worst ”
February 11th, 2020
“ Told me they except solar. Had solar installed. For 6 months I had the solar active, but not using it. Started using the service, thinking I had built up a lot of energy. Received a bill. Called and was told they don't except solar. Lost all the energy. ”
January 7th, 2020
Worst Company ever
“ Customer service is worst. They hang up on you. Had my electric on auto pay and got electric turned OFF! Their system is worst. They lie. Told me it would be up to 48 hours to get on. I have smart meter. They said AEP turns it on. AEP said that is not true. Stream can send signal. It's a run around. They are incompetent. ”
November 13th, 2019
“ I do not recommend getting new services with them. I have had them for almost a year & the customer service is horrible. I have never been late on a payment and they decide to take charge my account twice for a $234 bill!! Not once was there and consideration that I had other bills due. I was told 24-48 hours for a refund. The. After 48 hours I was told 7-10 days. Im waiting for my contract to end so I can cancel them all the way out. They are very in professional! ”
September 27th, 2019
Very Disappointed, Stay Away!
“ This company was fine at first, decent rate. First of all, they wanted to go up on my rate at renewal time. Secondly, I couldn't pay the monthly bill unless I did it through their app (which was horrible btw) or there was always a convenience fee between $3-$5 so I played along with the app. So then i finally decide to go with another company for my electrical needs and when service with them ended, they stopped/ended/canceled my login account/app and are now forcing me to pay one of their wonderful fees for my last payment. Wrong, wrong, wrong. And if one is inclined to call them about any of these issues, have fun being being put on hold forever and never get any help. Stay away! ”
September 5th, 2019
Do not get Stream... SCAMMERS
“ Scam. If it would let me rate 0 stars I would. This company does not deserve 1 star.The way Stream bills is ridiculous and when reading your bill it doesn't seem logical in their wording. Past 3 months I paid $90+ in fees each month. If you you are 1 day late in paying your you are looking at $90 in late fees. No lie. They are mostly foreign so they cannot understand American culture. The customer service is horrible and the supervisors are undertrained. The manager is the worst one. He goes by the name of Henry H. He is mean and doesn't care only about making money. He is prob the reason his representatives are rude. The supervisor promised me a $50 credit and Henry H took it away. This is a promise broken by an employee. I do not tecomend this company at all. Tske your money somewhere else. This company is cut throat and doesn't care about its Texas citizens. They shouldne even ve allowed in this state with such scams. ”
September 3rd, 2019
Review of Stream Energy Service
“ I used Stream Energy for approximately 1 year and six months in a 720 sq ft apartment. As a field engineer I travel frequently which results in monthly usages of less the 500 kWh a month. The plan I originally registered for was perfect. After a year, I consulted with a Stream customer service representative regarding a renewal package and was advised to register for the 24 secure choice plan. Before receiving my first bill, I tracked the estimated payment which showed a drastic increase. My monthly bill nearly doubled previous months. I called customer service to identify the possible discrepancy. I was told that the plan I registered for charges a fee for not using more than 500 kWh a month. I spoke to management to see if I could make changes being that I was no more than a few weeks into the contract and was told no. I voiced that I was advised this plan, despite the fact of me notifying the stream representative that my previous monthly usage had never surpassed 500 kWh. Management advised I pay $200.00 cancellation fee and choose a new stream plan. I was not made aware of the minimum usage fee beforehand and did not get a copy of my contract until my third call. I strongly encourage you to shopp around before dealing with Stream Energy. ”
August 23rd, 2019
Wayy too high
“ The price is good when you first sign up but once that contract expires run run run. They offer no incentives for loyal customers. I guess they feel like you don't have options and they can charge you what they want instead of what you ask for. Never again. I should have known better. My friend recommended me to stream cause she worked for them and I signed up as a favor to her. The worst service ever. I will never get stream again. ”
August 23rd, 2019
“ I have been with STREAM energy for my residential account for 10 years. I left for an extended vacation so I missed one payment (less than $40) when I received my next statement I sent it along with the previous months charge and late fees before the due date. As my payment was in transit my power was cut off without ANY warning. I now have over $70 in connection fees. ”
August 21st, 2019
Collections 7.5 years after disconnect
“ I used Stream in an apartment and disconnected services in 2012. I found a new collections account on my credit report, called stream and was told "it is from 3-20-2012, 7.5 years ago, I do see where you called to disconnect and ask for final bill. We didn't update your forwarding address and the bill was mailed to your apartment that was disconnected from services." One single bill was mailed, to an invalid address, and no other communication until today, 8-7-2019. ”
August 7th, 2019
“ Very expensive and they basically screw you. I was away for a whole month from my home. Turned off all the circuit breakers (except for the kitchen) and disconnected all my outlets and somehow my bill was 131!!!!! PLEASE DO NOT GET STREAM ENERGY THERE ARE OTHER COMPANIES THAT WONT SCREW YOU LIKE THIS COMPANY. ”
July 12th, 2019
Worst Customer Service Ever!!
“ Every month when I go to pay my bill there is always an issue. It becomes a 30-40 minute ordeal with lots of frustrations. Either their website isn't working properly, it gets hung up on loading after the confirmation page or I can't log in. After their recent "changes" to the customer support line, I have yet to find a way to speak to an agent. You get stuck in a loop of the automated system. Do not use this company. I am waiting for my contract to end, then I am moving on. ”
July 1st, 2019
HORRIBLE CUSTOMER SERVICE CHANGES
“ I have been loyal stream customer since 2012, but recent changes to stream customer service & phone changes caused me to leave. Stream recently moved call center overseas and cannot communicate with service center reps, phone program is even worse. Cannot push zero to reach operator, on hold for full hour & reps still could not assist me or resolve issues. Unacceptable!!!! ”
June 27th, 2019
“ I have been with Stream Energy for two years. When I moved, I renewed by service with them (not realizing my various options). When my first bill cam in and I had sticker shock - I began to question the plan I was sold. Upon further investigation, I was appalled at the rate with Stream Energy. When I called to try to renegotiate I was told there was nothing they could do - I was LOCKED in! I am the most upset because they had a record of my annual usage and sold me on a package that was far more than I ever used or needed. Yes this is my responsibility - but my recommendation is to RUN RUN RUN FROM STREAM ENERGY!!!!! There are a lot cheaper, more affordable options out there. ”
June 26th, 2019
“ DO NOT use Stream Energy. They will not fulfill their agreement. They just want customers to sign up & the customer service is HORRIBLE!!! You'll be on hold for almost an hour each time you contact them but your questions/issues never get answered or resolved. They will promise you the moon to sign you up but in the end they'll not follow through with what they promised. As for their rates...Get prepared, it will cost you more than the others. ”
June 17th, 2019
Overcharging elderly people
I have been a stream customer for several years. We own a business as well as use stream at our residence. I recommended
stream to my elderly mother. I have been late on making a payment in the past and was never charged a reconnection or a disconnection fee. This is what Stream has charged my elderly mother even though she was in the hospital and that caused her to pay late. She has been a stream customer for 4 years and has never missed a payment before. Let me stress that she was late on a 42.80 statement but got it paid up before the next Month was due. We will be canceling our account with Stream as soon as possible. Stream will lose 2 residential accounts as well as our business Steel & Alloy Specialties. One customer service rep said he could credit 50.00 then when i asked to speak to a supervisor he said that offer would be taken off the table. ”
June 10th, 2019
Elusive live agent
“ I can't get a live agent or pay my bill. They changed their voice options format. Push a number no longer exists. Push 1 for billing and then everything is voice. I lose my voice twice a month due to my disability. I'm not computer literate and Done trust internet payments. I now need to find another energy provider because of this discrimination against the disabled. That's a good LEGAL reason why to break contract without fees. ”
June 3rd, 2019
STREAM IS THE WORST
“ I've been with stream for almost 4 years now. At first the prices were great around $100-120. Since 2018 my bill has been getting higher. Sometimes the bill can reach up to almost $400!!!!! I called and asked them why my Bills are so high and they just tell me I must be using something that causes it to go up. That is bullcrap!!! I always turn everything off before I go to bed and there is no damn reason my bill should be up that high. They have disconnected my electricity now without notice. I paid some of it as it's so high and I dont have enough money to pay the whole thing every time payment is due. I called customer service and they said they disconnected it because we havent paid since November of last year. How does that even make any sense? And at the last second she said oh never mind it just came up on the screen. Your power should be on within 24 hours to 2 days!!!!! What? It's hot and I have animals I am not gonna be with them much longer because they are terrible and disgusting. The customer service is a joke. I am not pleased and I dont care if I have to pay a disconnection fee I want out of this! Sick and tired of their crap!!!!!!!!!! ”
April 22nd, 2019
WORST CUSTOMER SERVICE EVER!!!!!
“ Spent an hour on hold for a resolution they were to give me in 48 hours. They need 3 more days. Really... to listen to my phone call with rep when he put in move out date wrong. They are charging me for another apartments usage due to their error. Not only am I paying for other apartment. I have to pay usage for the apartment they turned off to the apt management at a higher rate due to this error. I have been a loyal customer for 5 years. It is time for my renewal. Time to leave. As for resolving my case they cannot do it in the specified time they gave me. They provided no update to this not ready to be resolved, to keep me from being on hold for no news! ”
March 21st, 2019
Do not use them!!
If I could give them 0 stars I absolutely would!!! These people are scammers! Do not use them!!!!!!! They made a miskey with my apartment number and when the bill never got paid they rolled it over to my actual bill for my for the balance for an apartment that I did not live in!!! When I called to find out why my bill for an APARTMENT was $367 (I work 40 hours a week and its one person in this apartment) they informed me of this!I was signed up for the power budget plan, which in itself is a scam, on my previous plans with other providers I never used over 700 kWh and with them (on the 1000 kWh plan) I was consistently over with absolutely NO change in my daily habits! Its a scam to get more money from you in the end!! Moving forward, They refused to take off the bill for the other apartment without me having to file fraud when it was clearly a miskey on their part. DO NOT, I REPEAT, DO NOT USE THIS COMPANY! Customer service wasnt at all helpful and had no interest in helping rectify this situation.
Guys save yourself some money and frustration and just NO! ”
February 28th, 2019
We made the mistake of renting one of our rental properties to a relative. At first she paid her rent faithfully. But, as time passed she quit paying her rent. We had to evict her from the house. We had to get a 'Writ of Possession' and have the Constable move the tenant out.
Needless to say we have lost a great deal of money on this.
I called to have the electric turned on on the house so we could make repairs. (The house is so bad we have to gut it). Stream energy told me there is a switch hold on the property. I told them I would send them my court papers showing us as landlord evicting her as tenant. Which I did. And I gave them my account number with them, showing I have good payment history. I further told them to pull my credit report which shows I pay my bills. My credit score is 8.3.
They said unless I pay the $300.+ bill they will not turn it on. I have spent a week working on this and getting nowhere. So today they told me that in the past I had paid two of her bills so that made me legally responsible for her bills. I did not ever really pay her bill. She did give me cash and asked me to pay her bill over the phone once or twice so it would not be turned off. How does this make me legally responsible for her bill?
I really need to get the electric turned on at this rental property. But I feel like it is a slap in the face to expect me to pay her bill after she has cost us thousands of dollars. I also do not see how I could be held legally responsible for another persons bill. ”
February 23rd, 2019
Terrible customer service
“ I paid my bill then 5 days later (the due date) they took my payment again. They said I signed up for auto pay....which I didnt. Im confused how you take payment in a zero balance. I spoke with 3 people in customer service and they stumble over their words trying to cover up everyones lies. They wanted nothing to do with helping me. I still dont have the money refunded. They didnt process my refund until 6 days after I called and then I was told it will take another 3-5 days to show in my account. They dont care about their customers. I should have never left my last electric company. ”
January 31st, 2019
Poor customer service
“ Their customer service is terrible. They do not care about the customers and they would not waive any fees or try to fix the issue even if its the first time happening and specially if its something that went wrong with their billing portal. If something goes wrong when paying your bill, they wont fix it, so think twice before getting their services. That is why will be cancelling my account with them. ”
January 19th, 2019
Worst company ever!
I turned stream on in my 1300 bedroom house. I decided to do the free nights. First months bill 372.00
Minus free nights. The next month was 582.00 and 3850 kw used. This is not possible seeing As I leave everything off during the day and my daughter and I are at work and school. Oh the 582.00 was minus the free nights and wknds. So I called telling them there has to be something wrong. I dont know why customer service cant help you in any way but here is no point in calling them either. They dont know what is going on. Worst company! ”
January 6th, 2019
Do not trust this company!
“ Very unreliable! They are good for the 1st year but after that, they offer me the $78 flat rate plan based on my average electric usage from the past year. Guess what? I recieved a bill worth more than $200! They never explained to me that the $78 flat rate is only for the first 500kwh, anything over that will be outrageous. This is the first time Ive paid over $200 for the past 18yrs. They did not mail me the contract details but they claim that they emailed it to me. I told them that I did not received it. It turns out that they have a wrong email address in thier system The plan was not clearly explained to me. I even told them to play the telephone recording when they offered me the plan. With lack of explanation. I switched back to my original energy company the next day since lve used them for the past 9 yrs. They offered me a lot of incentives just to switched back including reimbursement of the $250 early termination fee by Stream energy. I regret using this company. Never again! ”
October 17th, 2018
Prices are ridiculous
“ I signed up with a plan that are free nights, when I got my first bill it was almost $300 like WTF!!!! Is my 3rd month with them and my bills are $300 and something ridiculous. With my previous company wich now I regret switching to this scam company my bills before was less the 180. On this last month I paid my light bill 300.67 before the due date cause I didn't want to forget to pay for it and get billed for late fees few days after I see my bank account I was charged 2 times that's 600 I called them and they stated I was in auto pay like wtf when did I sign up for autopsy. I cancelled my svc with them and now I have to wait 2-5 business days to get my 300 back. DO NOT SIGN UP FOR STREAM ENERGY!!!!! ”
October 14th, 2018
Watch out for $10 charges x 2 every month!
“ I have had Stream for over ten years and always renewed with them because I was satisfied with their rates. I started noticing my bills getting bigger and bigger this year. So I looked at all my bills and there were $10 "late payment penalty" if not paid BEFORE due date and $10 "disconnect letter service fee"!! So add $20 to your monthly bill and you aren't saving a dime. I AM DONE WITH STREAM! BAD NEWS IS THEY HAVE A $250 CONTRACT CANCELLATION EVEN IF YOU ONLY HAVE 4 MONTHS LEFT IN THE CONTRACT OF TWO YEARS. And don't expect them to do anything about it when you call. They just listen and don't offer any explanation except "there's nothing they can do." ”
October 12th, 2018
Watch out for $10 charges x 2 every month!
“ I have had Stream for over ten years and always renewed with them because I was satisfied with their rates. I started noticing my bills getting bigger and bigger this year. So I looked at all my bills and there were $10 "late payment penalty" if not paid BEFORE due date and $10 "disconnect letter service fee"!! So add $20 to your monthly bill and you aren't saving a dime. I AM DONE WITH STREAM! BAD NEWS IS THEY HAVE A $250 CONTRACT CANCELLATION EVEN IF YOU ONLY HAVE 4 MONTHS LEFT IN THE CONTRACT OF TWO YEARS. And don't expect them to do anything about it when you call. They just listen and don't offer any explanation except "there's nothing they can do." ”
October 12th, 2018
“ They disconnected our electricity with out notice and were rude to us when we asked them why. Dont use them! ”
September 13th, 2018
They lost a customer
“ Due to the miscommunication this past April 2018. Stream did not inform customers about the delay/situation with the system that happened in April 2018. Instead they doubled my May bill, giving my 2 separate May invoice and not saying anything about it. I had to call customer service to find this out. The least stream could do is accommodate the customers that are receiving 2 bills for May 2018 because that situation was not the customers fault! ”
May 10th, 2018
WORST COMPANY EVER!
“ WORST COMPANY EVER!!!! DOESN'T EVEN DESERVE A 1!!!!! WE MOVED OVER 2 WEEKS AGO AND CANCELLED SERVICE AHEAD OF TIME. THEY NOT ONLY DIDN'T CANCEL SERVICE AND ARE CHARGING ME THE CUSTOMER SERVICE AND THE SUPERVISOR I SPOKE WITH WERE LIARS!!! SAID I NEVER CALLED BUT VERIFIED MY FORWARDING ADDRESS!! ARE YOU KIDDING ME?????!!!! I AM LIVID!!!! I WOULD SAY STAY FAR FAR AWAY FROM THIS COMPANY! THEIVES AND LIARS!! WE HAD ISSUES THE ENTIRE TIME WE HAD THEM AND THIS IS JUST THE ICING ON THE CAKE! ”
April 18th, 2018
“ Been a customer for several years, was pleased in the beginning. However recently moved to a new location and called to transfer my services and was told my request was completed on the 4th day of the month instead of the 2nd like requested. I had power when I moved into my new home so I assumed the transfer had completed and everything was okay. On the 6th day of the month I come home and I have no power! I contact oncor to see if it is an outage in my neighborhood and I am informed that there's no outage but they received a move out notice for my address that's why services were disconnected and they do not have a move in notice. So I contact stream only to be told that they are having system issues and orders are being delayed. I have been without power for 16 hours and oncor still haven't received a move in request so they can restore my power! Even after speaking to several supervisors at stream being assured that the request was sent as a priority (I have a child with a severe breathing condition) I still have no lights and no timeframe as to when I will have lights! ”
April 7th, 2018
“ I started with stream years ago everything was fine for about 5 years... Id recommend them to everyone. But I moved & about 11 months later received 2 bills due 5 days apart... Im thinking this is most definitely a mistake. The csr told me it was a glitch in they system 11 months ago & that my bill juz generated.... So I tell them theyre out there freaking mind thats not my problem but I paid the bill. Now together its about $248 but I paid it.... next few bills was ok. But then here cums a $284 bill & I paid it cuz of the cold I knew I might have used more electricity than normal. I was also skeptical cuz out of my many years of being with them Ive never had a bill higher than $108-$122 n thats a summer bill. My bill is usually less than $80. I complain to my self for the $284 bill but paid it. So I took extra work working 7days a week 2 jobs morning & night & here comes my latest bill @ $420 there aint no way in thats possible. Im going to cancel my contract & since my credit is good Ill pay them &600+ which is the bill & cancellation Stream gots to go!!!! Ive seen reviews n thought these ppl have to be lying stream is soooo good for me I have signed 3 contracts with them but noooow I see what these ppl mean... stream is ridiculous ”
February 19th, 2018
Stream Energy is horrible
“ I had the worst experience with Stream Energy. I just recently moved into a new home and got their services November 14th. My first months bill was $90. I didnt completely move into the home until November 20th so I barely used electricity. I work a lot so Im barely home, the next month my bill was $400. I was shocked. I called them as soon as I could and explained to customer service and tried to explain to them that something had to be wrong with my meter and asked if someone could come check it out. The lady had the worst attitude and just told me to pay the bill. When I kept trying to explain to her that he bill didnt seem right seeing as though I didnt use that much electricity and that we had two black outs in my neighborhood within the time Ive stayed there she just transferred me over to someone else who told me to just pay and that they werent coming to check my meter. Ive recently read a lot of comments & I see that theyve been over charged as well. I believe that we should get together and form some type of petition about how horrible they are to their customers. ”
January 13th, 2018
“ Customer Service Reps have no idea what they are doing or talking about. My Rep gave me the WRONG information. I paid my past due bill, asked if my service would be disconnected he stated NO you are good. Dont believe them.... I was disconnected away 30 minutes after the conversation. Charged a reconnection fee also, No one had answers of why i should still have to pay that fee. rep also told me my services were on at the time of the call, they were NOT. Took 5 calls back to them, supervisor transfer and still nothing. Their fees are cheap to get the service, however they are extremely difficult with everything else. FIND ANOTHER SERVICE COMPANY. ”
January 5th, 2018
“ My bill is printed around the 16th. I receive the bill around the 25th. The bill is due the 4th. My bill runs anywhere from $200-$600 so I don't always have the full amount in 10 days. If I do not pay my bill by the 4th I'm charged $40 late fees and disconnects after the 17th. I have even received calls from the electricity provider saying stream has set to disconnect you can you please just pay your bill if you haven't already so we don't have to come out there. Here are the facts that they are a joke of a business. ”
November 18th, 2017
Didnt even start
“ I was checking rates and called customer service because I couldn't see their rates on internet. The guy was so rude and told me he had people waiting on hold to sign up and I could just go online to Texas rates and see for myself. That made up my mind not to even think about using this company. Terrible customer service. ”
September 14th, 2017
“ DO NOT use this company!!! They have figured out a way to get my bill up to an amount that almost nobody could afford and I can't switch companies until it's completely paid off! They trap you and take full advantage of you!! ”
August 16th, 2017
“ I was told the price was 5.2 but never mentioned they add oncor charges so your actual rate is 0.086. Don't be trapped ”
August 16th, 2017
Worst company ever!
I've had stream for two months!
I get the bill two days before it's due when I asked for a log in to pay it online I get at 8:48 pm. Then they cut my power off the next day.
Please don't get hooked by this company if you think the one you have is bad this one is 10 times worst! ”
August 15th, 2017
WORST ENERGY COMPANY EVER!
“ I have had this company for about a year now, they will disconnect your services before your payment is due. When you call for customer service help, none of the representative speak/understand clear English, they have very poor attitudes, your request to speak with management or supervision you are placed on hold for hour+ hold times. They have my social security number entered incorrectly so I am unable to get any help on my account anytime that I call. I have submitted all documentations numerous times and still have yet to be update in the system. The rates are ridiculous, so when trying to update your contract or cancel they say that can't help because they can't access the account with the wrong info. ”
July 21st, 2017
“ My mother in law, who is 90 years old, was with Stream Energy for a couple of years. Bad! She had her account on ach and on several occasions, the item was returned for no obvious reason. Her account had more than enough funds to cover the monthly bill and we proved it to them by sending copies of her bank statements.They charged her $50. penalty and they now refuse to reimburse her. $50. can you believe. She's 90 years old and they still refuse.. If you're considering Stream Energy, .Beware!!!! ”
July 15th, 2017
They allowed an unathorized person to make changes on the account
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 mins of holding, he came back and told us that a "Lori Ann Furr" 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 a Stream Energy customer service representative is a reading comprehension level of a 3rd grader.
As of 5/24/17 the issue has not been resolved ”
May 24th, 2017
Worst customer service and cheaters
“ I am trapped in this electricity. The guy wanted to earn bonus and lied me about cancellation fee from other company. Once i cancelled they never gave me any gift card. This company is damn fraud . Worst customer service. Dont even think about joining it ”
April 4th, 2017
The worst customer service ever
“ After being with them for 4 years I missed one bills and they disconnect me and called them for two days to find someone to talk and after all they said 85$ for reconnection fee and 35$ for something else . Not any other companies disconnect you for missing one bill after 4 years without sending any reminder or notice .All the numbers they have is telling you if you want to renew or you want to pay your bill there is no other option. ”
March 30th, 2017
Incompetent and Impersonal
“ I've been a customer for close to 5 years. This company is consistently having website issues. One time resulting in a double payment taken out of my account. I was told a refund would take 120 days to process. Horrifying. Then my lights were turned off because their website did not process my payment prior to midnight the day before it was due. The reps are poorly trained. They don't give correct information. No help from the managers or sups when that incorrect information causes your electricity to be turned off. "There's nothing I can do" is all I got. I might as well have been talking to children. Nobody has the power to fix their mistake. You will have to resort to filing a complaint with the PUC and the BBB to get anything resolved. You get what you pay for. ”
March 29th, 2017
“ I am so upset about how much i have over paid this company! BEWARE is all I can say. I have cut my bill to less than half with a new company. Every month that passes by I can't believe how much i have saved. Stream energy charged me so much for 5 years. They should be ashamed for what they have done. ”
February 28th, 2017
Excessive fees that were wrongfully assessed but they insist they can't be removed and apologized!
“ I am sick of Stream popping in extra fees on my bill then later charging me for them and apologizing because now there is no way to remove them, they refuse to allow me to speak to retention. Eric, a Customer Service Agent Supv. said he was sorry 3X about the charge and stated he can't credit my acct for the $25 NCF fee although there was no NSF payment made. He also said he could not transfer me to retention, wow! ”
February 13th, 2017
“ I was disconnected for a $70 non payment on a Friday. No courtesy call or text or 2nd notice warning. Disconnections on a Friday should be prohibited, period. This is a ****** practice, I was a loyal customer since 2011. Never again, thank goodness we have other provider choices. ”
January 30th, 2017
Worst Customer Service I've Experienced!
First as someone said: They are a typical Energy Co. 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. IF I COULD GIVE YOU A ZERO, KNOW I WOULD HAVE ”
December 26th, 2016
MLM specializing in loading fees
“ This is a pyramid scheme. We did a favor for my sister-in-law and they started whacking us with all kinds of fees for websites, identity protection, etc. We just discovered what they are doing and tried to get a refund for the bogus services we never had use for. They told us to pound sand. We were supposed to save money on our electric bill. We haven't even done that and we got whacked for $54.90 per month in hidden charges. BEWARE!!!!!! ”
November 9th, 2016
Worst experience I've ever had with an electric company
“ I didn't want to leave any stars. We have had nothing but the WORST experience with Stream. Their customer service is absolutely terrible!!!! NO ONE seemed to have any idea what they were doing! They input some ID numbers incorrectly and never notified our apartments original electric company that we had switched. SO 500$ 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 customers 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 RECIEVED 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 sh$*!* service you get in return. ”
October 22nd, 2016
“ Had nothing but issues with them! Fraudulent charges, poor customer service getting them resolved, had to get outside sources involved. Worst electric company i ever had. ”
March 3rd, 2016
“ Our services have been cut off twice because they did not process credit card properly. Took hours to restore. Customer service rep. The rudeness is incredible. No other utility company had ever had a problem with payments. Will be switching soon ”
September 18th, 2015
“ I have been with this company for years and I am disconnecting service today. Their customer service has gone down the drain. Whenever I call about my bill being incorrect and the rep don't know how to handle it they hang up the line. I am so sick of this company I will be filling a complaint with the better business bureau and with the public utility commission. Whoever wants to go to this company I suggest you don't because you will never get the answers you need on your bills or get knowledge of it from the complete idiots that work there! The managers are just as worse and think they know more than you about your own account especially when you are trying to explain the problem. again, if they don't know they put you on hold or better yet like I was done.. hang up in your face! This company needs to be shut down! ”
July 22nd, 2015
“ We disconnected our service at apt # 1 on May 5th,2015 and transferred electric to apt #2... Stream (aka thieves) stated we did not call to disconnect at apt #1 and therefore, billed us for 2 additional months!! Bottom line, Streame refuses to resolve this issue. ”
July 22nd, 2015
Piss poor customer service
“ Customer service reps have bad attitudes and are very unprofessional.(Maria)The website is poorly done and there are fee for online cc payments and automated payment, but no fee if you store your bank account information. This is a big deal to me. I am leaving. ”
May 8th, 2015
Very bad, No good, Awful, Company
This company can not separate your resident from your rental properties. They cut off my resident instead of the rental property. The credit the wrong account with payments...Management can't solve anything...
Don't do business with this company. ”
February 17th, 2015
Confusing and unfair
“ I am 70 years old; on a fixed income and was confused when I signed up for Stream Energy electric service. I was informed (signed up by phone) that I would be paying 10.4 cents per KWH. My former billing with another company was 12 cents per KWH and my bills were less than they are now. In the phone conversation I believe I was told that if I used more than 1000 KWH's in a month, that I would be billed an additional $9.95 because I exceeded 1000 KWHs. I assured the representative on the phone that I would never have that problem because I live in an RV trailer and never use that much electricity. When I recieved my bill; I saw the additional $9.95 added to my bill with less than 1000 kwh's used; and the bill was also confusing because I the bill did not reflect a charge of 10.4 cents per Kwh anywhere on the bill. I called the number on the bill and was told that I agreed to a 24 month service contract and I would have to abide by the agreement. This is wrong and takes advantage of older people on fixed incomes. It is sad that a company has to treat poor people on fixed incomes this way to make a living. If I could get off this agreement I would; but, I don't have the energy or expertise to fight. ”
January 24th, 2015
I am supposed to be charged at lowr rate on a contract,however they do not have any record of it, I am being charged on a mothly basis. I tried to call on the phone liked never to find thier number. I was cut off twice. When I finally got to talk to a live person( frist recording is bad) I could not understand her. It was a very baad conection or what ever.I could not expain what the the problem was.I was not even listed as a customer. BUt they did send a bill!!.I am really dispointed with Stream Energy..I called last year about this probl;em and I asured that I would be on a rate .05+ less rate than I am paying now.
When I frist started with Stream I did reccomend it.I thought it was great. But now, it a different story.
when I finally got to talk to a love person(that recording was bad) ”
October 3rd, 2014
“ They charge you $2.95 if you pay online with a credit card or debit card. The same is true if you pay by phone. They want your direct banking account numbers. I only found out about this after signing up...which of course has a $250 cancellation fee. Stay away! They are very shady! ”
September 11th, 2014
Blames everything on other company
“ My average electric bill was around $200 then we got socked with a $600 bill. The only answer my wife could get to resolve this matter was pay up. well she worked it out to pay $400 of it now and the rest later. She paid $400 but when I found out about it I had to call Stream and find out why it was so high. I asked them to come check the meter. (Another elec co does that) they don't. I asked them to re-read the meter (they don't. Another co does that) I asked them to explain the bill because the useage graph clearly shows a problem. They could not explain even part of the bill. I asked to speak to a supervisor and he could not explain it. The supervisor said would get back to us (he agreed that something is wrong) they never got back to us. Then we got a bill for $1200. (they did not receive our $400 payment yet. I called them again and they said they will have the other Elec. co come out and check our meter for $75 as soon as we pay the $1200. We called the other electric company and we switched over to them. The meter was bad. Now I still get calls harassing me from stream energy 2 years later. I have told them to stop calling me but they still call. So I document each call and conversation for future use. ”
May 20th, 2014
“ Stream Energy are thieves! Stay away from them. I've spent hundreds ($400-$500) of dollars more last winter than I would have with PECO. I thought I signed up for a 12 months fixed rate but they put me on a month to month after 6 months and of course there was "nothing they could do". For just the idea of maybe saving a couple of dollars it's definitely not worth switching. I'm better of with PECO! Much better customer service. ”
May 13th, 2014
Collections for an account I never had...
I got my credit report today and saw a collection line for $840 for Stream Energy. I have NEVER evern heard of Stream Energy, let alone had an account with them. Call to customer service end up with replies like "well, we have your information, so obviously you had an account with us", or my personal favorite, "You are obviously mistaken. You did have an account with us in <whatever year they named>".
I have had GEXA for the last 7 years, Reliant for 2 years before that, TXU for 2 years even before that, and a local cities power company for 4 years prior to that. Stream Energy started in 2005, so how I could have had an account with them is beyond me. . ”
April 9th, 2014
“ First of all I have had stream for the 9 past months. On my bills it says my contract ends on April 1 So I switched to new company on March 31 and now there charging me a 150 termination charge because they say my contract doesn't expire until April 31 ”
April 3rd, 2014
SCAM - debt collectors for a bill that is 8 yrs old?
“ Stream Energy has been sold and since then, the new administration is collecting on debt that does not exist. I always pay my bills and after having Stream for a short period in 2005, I went back to the company that Stream was reselling. I just received a letter that I owe them $30 for service in 2005? What???? I have never received any unpaid bill or collection from Stream, but now that they have been sold somehow I owe them money after 8 years!!! Unbelievable....being that this debt - if it really existed - would be past the statute of limitations. How is it possible for this company to create a debt from 8 yrs ago when all my bills were paid. I would not have been able to connect back my utilities with the original company if I owed Stream, but how do you explain that to a debt collector? Much less prove that you paid your bills after 8 yrs. Must be a great accounting system they are using that creates new debt after 8 years. ***I would not give them a 1 for a rating, but I have to fill in at least 1 to submit. ”
January 29th, 2014
“ I know you should pay attention to your contract but it's just wrong if it expires for a month they automatically over double your rates, just wrong! They did that to me and I switched to bounce energy and got major savings and they have amazing ways to get rewards and bill credits. Switch to bounce energy and use this code: 1527669 and get a bill credit. It's awesome! ”
November 10th, 2013
Horrible Customer Service
“ I initially had issues with Stream Energy when I first signed up because I wasn't receiving paper or electronic copies of my bill. It took a while to fit it because their Customer Service was hard to reach. Then, when my six month rate expired while I was deployed, I called several times to try to get the rate reduced as long as I maintained Service with Stream. I called three times and each time I was told I would have to wait 3-5 days to get it resolved. It was never resolved so I switched companies. ”
October 7th, 2013
Dont do it! They robbed me good!
They will go up on your rates way above the standard rate if you let your contract expire. They said they called and emailed ...but I never got go anything.
They went up 40% and WHAM. They robbed me good. ”
September 24th, 2013
WORST COMPANY EVER!!
“ Only reason I signed up for this crap service company was because of a family member begging me to for a multi level marketing deal which I hate as well. What happens is they don't notify you your contract will expire then they charge you a very very high rate. I called them on 7/19/13 and I renewed my contract and figured well my bad for that month. Well guess what they sent another really really high bill the next month. I called 8/16/13 and they stated my contracted rate won't start until next month. I asked them to please backdate the contract 2 days and they refused. I told them then I don't want to continue with them and they said if I now leave I will owe a $150.00 termination fee. Guess what they have done this another time and so this time I switched. It's worth paying the termination fee to get away from this company which does NOT care about their customers. I so hope they go out of business as I wouldn't wish this experience on my worst enemy. Not even Stream Energy... ”
August 16th, 2013
I have had better.
“ This company is a model of inefficiency. The hold times are ridiculous. When you finally do get yo speak to a human, they are slow and hard to understand unless spanish is your first language. They always stick you with a fee if you want to pay your bill any other way but snail mail. These people are not worth dealing with. You can do better! ”
August 12th, 2013
Fraud...plain and simple
“ After using stream for over 7 years, I started doing some checking up on rates. Long story short what I found out was that I was being charged disconnect and reconnect charges even though I paid on the required day. I either pay over the phone or over the internet and at no time was I told of a specific time to pay by. When I questioned why I was being charged I was told that I had to pay before 3 pm. No where on the bill or in conversation did they ever say this. I then discovered that this has happened 5 times in the last year. When I asked for a refund based on proof of when I paid, it was denied. I have reported them to the PUC and am switching. Check your bills and check up on them because they will cheat you! ”
June 24th, 2013
Lies and Worse Communication Skills
“ I have been with Stream for many years and just recently I have been having problems with them. I got a bill with a $50 service call that I NEVER MADE and when I called them about it they told me to take it up with Centerpoint cause it was their charge. I called Centerpoint and they told me they would investigate the charge and to have Stream call them. I called Stream and they won't call Centerpoint, Centerpoint has to call them. This was an ongoing fight for over a MONTH! I told Stream I was NOT paying that fee and they threatened to shut off my power. Centerpoint finished their investigation and I did not owe the $50, but Stream was still telling me I owed it. I contacted Centerpoint in a nervous breakdown and told them what was going on, my husband was on the phone with Stream and the lady at Centerpoint ask me to put Stream on speaker so they could talk. Stream was even uncooperative with Centerpoint! The place THEY do business with. Centerpoint told them that it was THEIR responsibility to their customers to contact them with these matters and Stream said "no it isn't." So, they were going to shut my power off before even contacting Centerpoint to see if I owed the money. And I didn't! I have a contract still with them, but after this experience, I am leaving! I am sure this matter isn't over and now I am going to have to deal with them charging me a late fee on money I didn't even owe. Centerpoint even told me to turn them into TCU, and they are also investigating this matter with Stream. If you are looking for a company that has good communication skills, look elsewhere. I have a feeling this place won't be in business long. Especially with all the evidence I have against them on how they treated me. Oh, and the lie I forgot to mention. They tried to say the $50 I owed was part of the electric bill. I was smart to keep the bill, because that was the proof! Centerpoint was on the phone and was witness to the lie. After I told Stream I was looking at the old bill that said $50 service call and that was what I deducted from my bill they knew they were busted. Alot of crappy stuff I have been through these last couple of months. And like I said, I am sure it isn't over. ”
March 1st, 2013
“ Do I need to relate my terrible experiences? There are not worth more than this 1minute... Anyone who likes stream has been fortunate enough to win the lottery and not had any issues because, if you ever do have a problem, Stream is not there for you. Unprofessional company that only serves to make money and could care less about any customer while doing it. Shameful practices abound. ”
February 12th, 2013
Beware of shameful billing practices from this company.
BEWARE and AVOID this company and their 3rd party contractors! I was a Stream Energy Texas customer for 7 years (2005 - 2012) with a perfect payment record. At the end of November 2012, I moved out of their service area and called Stream to notify them of my move and gave them my new address and asked them to cancel my service immediately. Their response was, because of the upcoming weekend, they couldnt cancel until December 3rd, 2012. I agreed and confirmed with them again before ending the phone call, my new address for final billing and my phone numbers. This cancellation request was on or about November 29, 2012 (I confirmed the electric power was turned off on Dec. 3rd as requested).
Note that my official US Post Office forwarding address was documented on Nov. 26th.
This is where the disturbing part begins. I never received a final bill from Stream, and the next notice I received from Stream at my new address was a Final Attempt Before Collection Agency notice on yellow paper dated December 27, 2012, with a payment due date of Jan 3rd stating that to avoid having my account placed with a debt collection agency, payment must be received on or before Jan. 3. My account with Stream was not, and has never been, delinquent. I received no billing statement showing the service period or the kilowatt hours used for this period. Because of the short notice and ensuing holidays, I sent Stream an online payment on December 28 for the full amount due (PLUS an added Stream EZ-pay Convenience Fee of $2.95! (I had no contract with them so there was no cancellation fee).
I then logged into my Stream account on Dec. 28th, and informed Customer Service of my issue with them and how I felt about Streams unfair practices. In their email response on January 02 Stream comments that my account being closed does not mean that the account can be left with an unpaid balance. How ridiculous! Look at the timeline! The only delinquent party here is Stream Energy for not sending me a final bill in a timely manner. My intentions are to publicize Stream Energys unfair and sloppy billing practices, especially if you are closing out with them. BEWARE! This has been filed with the Better Business Bureau and were currently waiting for a response from Stream (hopefully from someone who speaks, reads and writes English!).
January 6th, 2013
“ I was supposed to receive my refund check for 250.75$ and never have receive. Was sent out on October 3rd and takes 4-6 weeks to get here and now January have still never received. These people suck ”
January 4th, 2013
Stream does not take responsibility for their actions
“ I payed my bill online. Stream charged my card twice. I called back for a refund and at first they tried to make me take a credit on my account. After arguing with the rep they filed for a refund. I was told it would take 3 days for the refund. After the 5th day waiting I called back and was told to call back the following day. I did, they then told me 5-7 days and I was told it was my fault because I payed online. They are rude and unprofessional. I can not wait until my contract is up. These people are idiots... I am STILL waiting for my refund. ”
December 18th, 2012
Outrageous billing, customer service!
“ A major energy provider that says it contracts out for customers to pay bills online????? That is BS. Customers are charged 2.95 to pay bills online. Stream says that's the fee from another company. If Stream can't handled online payments, then it can't handle energy delivery. I really regret signing with this company for multiple reasons. Customer service is impossible and horrible! I'm in my first 5 months of dealing with Stream and will not sign up again. Stay away from this provider or you'll regret it. ”
November 9th, 2012
Indifferent employees, slow response, random disconnects, bad billing.
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.
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. ”
October 18th, 2012
They will "forget" to send you a bill and charge you late fees!!!!
“ My stream energy bill is under my roommates' name. They did not send us a bill for last month (happens often) and when I call to get by bill they tell me that they can't speak to me about it because it's not under my name, even though my name and address is on all of the checks we've sent for the past 6 months. THEY WILL DO ANYTHING TO MAKE YOU PAY EXTRA FEES!!!!! ”
October 3rd, 2012
Single mother forced to break contract due to poor customer service. Stream unwilling to reverse early termination fee.
“ I had been a Stream customer for over 5 years. My electricity was disconnected because I had accidentally paid the amount of the previous months bill which left a balance of $45.00. After paying the balance I was put on hold for 2 hours and kept getting disconnected and had to call back over and over. I could not go to work and leave my sons (ages 15, 13, and 10) home without electricity in the middle of August in Texas... I also could not risk losing my job due to being held on the phone for hours. I had no other choice but to call another company. I notified Stream of the reason I had to break my contract and they said they were sorry but they refuse to reverse the early termination fee. I would not recommend Stream to anyone. ”
September 6th, 2012
Stay away from stream Energy
Service was great before we moved to Galveston. 3 weeks before moving to Galveston I called for service to be connected at my new house so we can get everything working before we moved into our new home. 1 week before moving I called to double check everything was good to go, and the customer service rep told me everything was ready to go, and there would be a $50 connection fee, which I agreed too. Since we were moving in from out of town we arrived at our new home on a Friday morning at 8am. There was no power, and I look at the breaker box outside to find out there wasn't even a meter installed.
I then call Stream Energy to ask what's going on, and they tell me to call Center Point Energy because Center Point was supposed to install the meter, and it is out of there control. I then call Center Point and they tell me they had sent out a technician 2 1/2 weeks ago, and he flagged the installation because the electrical permit had expired, and that they had sent out a fax and an email to Stream Energy, for Stream Energy to notify us about the situation since electrical permits only take 1-3 days to get. I then asked if I can get a copy of the fax and email and they gladly sent it to me.
I call Stream Energy back to complain and tell them about the situation, and the Customer Service rep told me that Center Point is lying about the whole thing, and they never received anything. I then explained to the Rep that I had the email and the fax number with confirmation that the fax was sent, and even gave him there fax number which matched the fax number on the invoice Center Point sent to me. He then got upset and told me there is nothing they can do, and they can not submit another workorder until Monday morning.
I then explained to the rep that we were moving from out of town and had no where to go, so to please make something happen. He then transferred to a manager which took about 30 minutes to get a hold of. I pleaded my case with the manager, and told him my living situation for the moment, he then told me they can't do anything about it because it is to late in the afternoon, and they are not opened on the weekends, and that he would have to file another work order to get the electricity turned on which would take 1-3 days beggining Monday.
We then got into a shouting discussion, and I told him I had an infant in the house, and my nearest relative was over 300 miles away (which is true). I also pleaded with him to please help me get something done, and he then told to me to light candles inside the house for light since we still had water, or to take my family to a homeless shelter until this matter gets resolved since there is nothing he can do until Monday. Being that it's sumemr time, and it the temperature was pushing the high 90's, I then got really irate with him, and told him I was going to report him and his company since I had everything in documentation, and was recording the phone call. He then told me to call Center Point and see if there is anything they can do about it.
I then call Center Point to see if there is anything they can do, and explained the situation. They told me if I can get an electrical permit from the City of Galveston that they will do what is known as a "work-around order", and have me set up Friday night latest Saturday morning since I have an infant, but that Strean Energy must submit the "work-around" order. I get to the City of Galveston before they close and explain the situation, and they make an exception to get me the permit and hand it to me right then and there.
I called Center Point back and they were to go install the meter, but all they needed was the "work-around order" from Stream Energy. I then call Stream Energy back and tell them to please send it, and the Customer Service rep tells me they can not do the order because it is to late in the day. I explained to them that Center Point would make the exception if they sent the order right now, and the rep kept giving me the run around. He then transferred to a manager, and the manager told me he would do the order for to finally stop me from calling. I kept calling Center Point to make they got it and they never received it.
Being that it was getting late in the day, the rep at Center Point apologized for the inconvenience and told me since they hadn't received the order there was nothing that could be done that night. I called Stream Energy once again to ask them if they really sent it, and the manager told me it was sent but Center Point would not get it until the morning, and then gave me a order confirmation number. I then had to get an hotel room for the night, and being that it was the weekend in Galveston the cheapest I could find was $179 a night.
I called Center Point the next day and gave them the confirmation number to the order, and they told me they still hadn't gotten it. I then called Stream Energy again, and they told me it was sent but Center Point would not receive until Monday because they don't work on weekends. I was so frustrated at this point that I just went with it, and had to pay for 2 more nights at the hotel.
Monday rolled around and I called back, and finally got my order processed. Being that it was processed Monday morning Stream Energy then told me it would be Tuesday or Wednesday before anything would get done since orderes 48-72 hours to process. I once again told them my living situation, and they once again told me there is nothing they can do about it. Once Wednesday came around I still had no power or a meter at the house. Once again I called to be givin the run around. Stream Energy told me the work order cancelled since it was a "work-around" order, and they would have to submit a regular invoice to get my services started up. I was finally in my house that next Monday, 10 days after I was scheduled to move in, and over $900 in hotel stays!!! They could not refund me any of it, even after proving to them that it was their fault I was in this predicament to begin with.
My bill came in 1 month later, and it was a whopping $632. $107 for the meter box, $200 for 5 work orders I requested and that they never completed, $100 for 2 connection fees, and the rest was kilo-watt usage. I called Stream Energy and the manager told they would refund the fees on the next bill but to pay them right now and they will get credited. I did not agree to it, and told me the manager to please take them off right now and he agreed to it. I told him I was only paying the meter charge and the kilo-watt usage, and he told that was fine.
This month I received my new bill, and the charges were not taken off. I was given a notice stating if I didn't pay my past due I was being disconnected. I then called back and they once again told me they couldn't anything for me (surprise surprise), and that the fees were going to stick. I canceled my contract with 7 months left. I would rather pay my cancellation of $300 then stay with this type of company. I advise anyone out there to never get Stream Energy. Learn from this experience. ”
August 22nd, 2012
Incompetence and awful communicators
“ I've been a Stream customer for only a month and a half and already I'm ready to switch. I called to setup my account the week before we moved into our new house and, although I could hardly understand the rep I spoke with on the phone and had to have him repeat everything, everything appeared to be setup correct for our move. The day we moved in, the power was off. I had to escalate to a supervisor to get it turned back on in the next 12 hours. Secondly, they botched my name, both first and last, even though I clearly spelled it for them on the phone and udpated it on their website. English is a challenge to each of the 5+ reps I've spoken with in the past month. My first bill had a $250 penalty for early termination - AND I HAD ONLY BEEN A CUSTOMER FOR 1 MONTH! Another phone call and that was credited but what a waste of my time. Today, I received an urgent email saying they've been trying to get a hold of me because my contract expired and I need to go lock in a new rate... Really? And I had committed to a 1 year contract with fixed rate. Oh, well, if that's expired after just 1 month, so be it. If they can't keep track of my contract and can't understand me when I call them on the phone, I'm switching to another company who is just a bit more competent. ”
August 16th, 2012
Worst Service Ever!!!
My husband and I have had their service for a few years with no problems until our last move. I had called a week ahead and scheduled our connection date at our new house and was given a confirmation number. Apparently, they can just come up with a random number because as soon as our landlord disconnected his electricity, what do you know, we were in the dark. Had it been just me and my husband we probably wouldn't be as irate as we were but having 2 children in the house, one only 3 months old, we were super pissed!
They apparently do not have the technology to send out an emergency order to Oncor either. So after 2 hours of yelling at them demanding my power be connected I got an "I'm sorry for the inconvenience but there is nothing we can do." The best part is after being told we will have $50 credited to us on our first invoice and then calling back once already to have the credit applied, I got a disconnect for non-payment notice.
The cherry on top was when I called back today to have the credit applied (again because it wasn't applied the first time I called in about it) I was told by a complete moron that I would have only been credited the $50 had I been originally been charged a priority connection fee. Which the credit was given for the inconvenience of not having service and nothing to do with a priority connection fee. Well it took at least 5 minutes of me demanding to speak to a supervisor before she actually transferred my call, which the entire time she claimed that it was impossible to transfer my call. I'm pretty sure she wasn't the only person in the call center that day!
Once I was on the phone with the supervisor, who apparently can read the notes on my account correctly, he applied the credit and was as nice as can be. He told me that anytime a supervisor has to take a call like mine that they review it with the first rep that answered the phone and assess how they could have handled the situation better. I don't know if literacy is required for their reps but maybe they should brush up on their reading skills. ”
June 5th, 2012
“ I've had Stream Energy for many years and never had a problem. I liked the option to get a green energy plan. Then I moved and put in an order to transfer my service. The previous tenants also had Stream Energy, so when their disconnect went through, we were left in the dark. With some pressing, the customer service rep admitted our order didn't go through correctly. We were then told it would take several hours to get reconnected. Today I get a huge bill for "early termination" for them shutting the electricity off after 2 days. I get shuffled from one department to another and hung up on. I certainly won't be renewing, using them for my business, or recommending them to anyone. ”
April 30th, 2012
I have been with Stream about 6 months, and i
was suppose to have been charged at 9.5, come
to fine out i was being billed at 11.9. I
called to see if they could change it and
correct my billing, they told me no. So i asked
for a manager or a supervisor and they said
there was no one on the floor for me to speak
with. My bill started off like 152.00 per
month, and then i go the shock of my life
375.00 per month and the sad thing is nothing
have changed. Everything have been the same and
when i got that large bills i started cutting
down on what i was using and the bill keeps
getting higher. This company is a rip off,
somebody needs to do something about them. ”
March 22nd, 2012
“ recently moved to the killeen area and was told that I had to use stream energy. I was locked into a rediculous one year contract at the highest kw rate ever 9.1 kw,within a month I found out about other energy companies with much lower rates and contracts from 3-6 mos. I tried to get out of my contract with stream. I had yet to received my first bill. I contacted stream and was told it would cost $250. to get out my contract. I request flex.rate they refused....DO NOT SIGN UP WITH STREAM EVER GO TO RIGHT TO CHOOSE.ORG FOR BETTER RATES ”
March 9th, 2012
Horrible Customer Service
I had moved out of the Stream Energy service area and was told by a representative that all I need to do is fax in my new lease to get the early termination fee waived. A week after I faxed them the new lease, I received a bill including the early termination fee. After getting hung up on multiple times while on hold, I finally spoke to someone who said that they never received it and to check back in a week. I'm not sure why it should take two weeks for a fax to go through...ANYWAY! After finally speaking to someone who spoke English, I got the info that the fax number on the website is wrong and I need to resend.
Also, it took six different people over the course of a week to tell me that they do not service where I currently live. They kept having me call different companies to get to ESI ID yet nobody could tell me that they do not service that area.
To sum it up, they ridiculously lack customer service and I would not recommend them to anyone. ”
March 6th, 2012
Appalling lack of customer service
“ The company botched my address change/transfer of service; I was without power at my new house and they basically told me tough luck. They did agree to refund the $4.76 they charged me for the day I didn't have service but never did. On the phone with the associate, I asked to speak with a manager since she couldn't handle the waiving of $4.76, and I was told that she was the escalations department and there was nobody else to speak to. I was calm and polite, so I was quite taken aback when she became aggressive with me. I've never experience that with a customer service professional before. Would recommend NEVER using this company if you anticipate ever having to call customer service for anything. ”
February 15th, 2012
“ They do not work with you at all. I lost my job and called trying to get help and they told me i could only have five days to pay it. ”
February 12th, 2012
What customer service
“ Worst electric provider ever. I have been with them for five years, never a late payment. I make a mistake and ending up sending their payment to the gas company due to an online banking mistake I made. I called when I received the disconnect notice. Customer service assured me it was no problem and that service would not be disconnected for 6 days. Two days later, the day the bill cleared my bank correctly, I get a disconnect notice stating they were shutting me off at midnight. Three customer service reps, call me a liar saying they did not call. Gets worse the late notice does not include late fee which I now find out I will owe next month. They draft my account tell me to fax them a copy and they will look into it, by then will probably be in the dark. I have paid it and for their sake I hope they figure it out in time. I will NEVER renew with this company EVER again. Dis-respectful, rude, they obviously do not need my business. Think they forgot it is a two way street. Your FIRED. ”
January 6th, 2012
Tried to charge early termination fee...
I waited to cancel service until I received the letter that said we could terminate without the fee. Reliant (30% cheaper!) switched us over and Stream still tried to charge us the fee! I wonder how many have actually paid this fee and shouldn't have???!!!
By the way...they did remove the fee but only after I spent much time with them on the phone. ”
December 9th, 2011
I called 3 or 4 times it's take over 30 mins the customer service I receive today
was great but the problem is the time someone from this company need to call
and you will see the problem right a way ”
September 9th, 2011
Stream Energy - Just say NO
“ I received an invoice for July in the amount of $33.40. I paid it in full 10 days before the due date. In August I received an invoice stating that I owed an additional $38.72 and was in arrears. I have bank statements showing when my check was paid. I have the originals of both invoices. When I called a very rude and surly person told me I was sent two invoices in that month and that no explanation was necessary. ”
August 8th, 2011
Worst customer service experience
Stream is great when you are signing up. The
sales reps are very nice and easy to work with.
That is where it ends. Once you are a customer
your customer service needs are shipped off to
a call center that provides customer service
for 10 other companies. They don't know what
is going on and tell you to call the service
provider directly who tells you to call stream.
I moved from one apartment building to another
in the same complex and my "fixed" rate some
how doubled because I didn't have a "history"
of use. It took me 2 months of constantly
calling them and having my issue "escalated"
before it was resolved. My contract just
expired and I am moving providers. In addition
to that nightmare their website is very poorly
built and difficult to use. I only gave them a
half a bulb because I couldn't give them a
July 4th, 2011
Stream Energy Ongoing Problems
“ I have had ongoing billing and payment posting problems with Stream Energy. Calls to Customer Service seldom resolve the issues. I recommend to stay away from Stream Energy. ”
July 2nd, 2011
horrible customer service
“ This company has HORRIBLE customer servuce!! When transfering my service to new apartment Stream energy never told me my apt required a permit from the city, I paid for a priority connection and the worker who determined the electric couldnt be turned on never even contacted me to let me know so when I called customer service they just told me to wait and be patient for it to be turned on (which it never was). The worst part about it is they also told me that if I wanted my current apt's electric to be turned off on the 1st I would need to request for it to be turned off on the 28th because it would take 3-5 days from the request date.... welll I woke up on the 28th to no electricity at either apartment!!! Also..they charged me for the priority fee when the guy never turned the new electric on, and they charged another fee to get my current electric back on. No one would even help me or admit they were wrong, everyone had an attitude. Switched to 1st choice power... very polite people! ”
June 28th, 2011
We have been with this company over 2 years. We
are changing providers today. We have had a few
issues with customer service, they have raised
their rates a lot over the time as well. I would
not recommend this company if you are looking for
a forever type of company. We are now going to
Brilliant Energy on a year contract. ”
June 14th, 2011
Stream is a joke!
“ We signed up with Stream because they had a great rate (at the time). But EVERY time we had to deal with their Customer Service Dept., it was a disaster-- from long hold times on the phone to reps. who apparently were taking ESL classes at the local community college. Apparently, they can offer great rates because they hire less qualified individuals and pay them less. It really showed from the time we signed up until the time we cancelled (which was another nightmare story). Please BEWARE of Stream Energy. ”
June 1st, 2011
BEWARE! Early Termination Charges?
“ Signed up with Stream Energy for a rental condo in Feburary on a fixed annual rate with the understanding there will be no early termination charge if the condo was sold and leased before contract expiration. Now, they are telling me I need to pay for $250.00 for early termination charge. ”
April 14th, 2011
Rate is deceptive
“ When I needed information about renewal I could never get anyone to call me back. Their rates are deceptive in that they charge a much higher rate when your usage is under 700 kwh even thought they quote you based on 1000 kwh. The 1000 kwh rate is competitive but 7 months of the year I do not use that much and the rates turned out to be much higher. ”
March 7th, 2011
Terrible business operation - liars
Upon cancelling utility service with Stream Energy I received a bill marked FINAL INVOICE (yes, in caps). This billing included a notation previously invoiced amount, cancellation charges, total current charges due on a due date, and the due date, totaling $264.64. I paid the TOTAL PAYMENT DUE on the FINAL INVOICE, well in advance of the PAYMENT DUE DATE, only to receive, three weeks later, a dunning notice (on bright yellow paper yet) for an amount listed on the previous FINAL INVOICE as 'previously billed'. As that amount was itemized on the FINAL INVOICE was one not to assume it had been included in the TOTAL PAYMENT DUE? When I asked the customer service person to speak with a supervisor I was told they could not connect me, and that they do not have the ability to call back on issues like this... in other words, go away.
There is not a path to supervision or dispute mediation, only a threat of collection an the ruin of your credit rating. VOTE NO for STREAM. ”
March 7th, 2011
“ When I signed up I was told I would be on a 9 cent rate if I sign for 6 months but my bill shows I am paying an 11 cent rate. Poor customer Service. ”
March 1st, 2011
Customer service is the worst I have ever had to
deal with, I have just given up on calling them because I know I have a better chance talking to a
February 24th, 2011
“ horrible customer service. I moved and had my service transfered and called to settle up my bill (transfer fee, last months bill etc.) was told one amount. I asked if that was for everything, if my bill was paid up. Customer service rep said yes. After I paid, he then tells me I still owe 60 dolllars on my bill for some other ridiculous charge. When i asked the rep why he didnt tell me that amount when i asked him how much i owed, he couldnt explain himself and got an attitude and was extremely rude. I asked to talk to someone higher up than he was and he informed me it would be noted on my account and i would have to wait another 30 days and call back because of their billing cycle. If someone were to investigate the extra charges, i would have to pay them and then i would be re-imbursed at a later date. Needless to say, you cant talk to who you need to talk to, and just talking to the customer service reps is hard enough. ”
February 2nd, 2011
BAD CUSTOMER SERVICE!!!!!!
“ OMG I HAD TO PLACE A ORDER 2 TIMES TO GET MY LIGHT JUST TRASNSFERD! SOMETIMES I CANT EVEN UNDERSTAND THERE LANGUAGE!! VERY VERY UPSET!!!!!! ”
January 31st, 2011
too much to handle
“ I have been with this company over 4yrs and must now call it quits...I recently moved from one apt to another transferrng the service only to find out that I LOST the aver billing that I had 4 months prior to the move...Not only did I lose aver bill but I have to pay the difference which is outrageous...very high $$$...Also the customer svc reps only know how to read, no understanding of our culture as U.S consumers...For the first time in my life I will contact the Tx Public Utilities Commisson for help...For those that are new to the company - good luck...By the way, I am one who has always paid bills on time every month.. ”
January 11th, 2011
Customer Service Sucks
Stream Energy has very long phone wait time if you are an existing customer.
Customer Service Reps are VERY bad, can not answer ANY question without reading from a card.
I transferred from TXU.
Stream Energy rrices are HIGH and in the end I went back to TXU.
I would not recommend Stream to my enemies.
November 12th, 2010
Stream Energy has PATHETIC Billing and Account Management
The billing and account management department
at Stream Energy is pathetic. We have received
a disconnection notice even though our account
is paid in full, and what's worse is that the
fax number(s) that they've provided for us to
send proof of the posted checks are off line.
This company is turning out to be some sort of
scam and they have been reported to the PUC and
to local news media watchdogs. Be careful with
these scam artists! ”
November 6th, 2010
Inept Customer Service
“ Stream customer for over two years and then moved to new address. You do not transfer service w/Stream. You get a NEW account when you move. Did not get final bill from old address. 15 months later get letter from collection agency for the $62 final bill. Called Stream and spoke with no less than 4 people. First guy did not understand my frustration and refused to let me speak to supervisor. Hung up on me while "transferring me" to customer mediation specialist. 2nd guy was not much better and 3rd guy (the mediation specialist) at least got me to a supervisor. The last one who claimed to be a supervisor (but I don't think really was) none of them seemed to understand that I was STILL an active Stream customer. No final bill was sent to me and my information was the same. If the collection agency could find me for the 'final bill' how come Stream couldn't? I was 'hiding' in plain sight. ”
November 1st, 2010
“ my bill went from 250 to 400 after switching with them. after paying off my account 4 years later they said i still owe them money . please stay away from this fraud company. ”
October 21st, 2010
I like stream
“ Since switching to Stream my energy bill has been the lowest it's ever been. I did have problems with the initial set up but when I got to the right person to fix the problem I haven't had any "major"; problems. As far as customer service goes, if you've never worked in the customer service industry you probably feel like I used to feel "I'm the customer and I want what I want, how I want it and when I want it" News Flash........The customer ISN'T always right. I have 2 property's w/stream accounts for over a year and very happy with not having to pay huge bills in the winter and summer. ”
October 20th, 2010
“ We had our power cut off twice in the last couple of months due to accounting errors on Stream's part. Their customer service was non-existent! Talking with the technicians, I learned some horrible stories of how Stream is relentless in helping out its customers when a payment is delayed/lost/not made. I'm currently shopping for new service as we speak. ”
October 12th, 2010
I've called multiple times asking question about my bill, and can never get a straight answer. Nor can I get someone on the phone who is easy to understand. I've asked on a couple of occasions "I'm sorry, I'm having a difficult time understanding you through your accent. May I please speak with another representative?" and I ALWAYS get hung up on.
When I went to pay my very first bill from them, I asked if there was somewhere I could take my payment so it wouldn't get lost or stolen in the mail, and was told "Can't you just look it up online? I don't feel like giving that info out at the moment." REALLY??? THAT'S YOUR JOB!
Not the best way to keep a client - unfortunately, our land lord set us up with them, so we are going to stick with them through the duration of our lease. If we resign the lease when it runs out, I'm going to request an energy company change.
This company needs an attitude over haul. Big time. ”
October 4th, 2010
Bad experience still going on
“ I signed up for a 6 month contract with Stream Energy. About 5 1/2 months later I received the warning email advising me that my contract would be expiring soon and that I would automatically be on a month to month variable rate plan until I signed up again. Because of some minor problems I had experienced with customer service, I decided to switch to another provider after 8 months. I then received a notice that they hd me listed as signed up for a 9 month contract, not 6 and so I would have to pay a $250.00 early disconnect fee. I had signed up with my daughter at the same time and hers was 6 months as well. I tried to re-activate the Stream account to wait out the last month of their "9 month" contract but couldn't do it on the phone or online. I still refuse to pay the disconnect fee as it is not fair. They have harrassed me with bill collectors ever since. But I won't pay it. Their changes to the original contract and refusal to reinstate the contract for the month was unethical. ”
September 17th, 2010
Be prepared if you go with this company
I have been with Stream Energy for a little
over a year now and would not recommend them.
I can't switch until my 2 year contract is up
in January 2011 without being charged $250.00.
Customer service is TERRIBLE. You call, hold,
enter the same information over and over again,
can hardly understand the people your talking
to. They almost refuse to let you talk to a
manager. When you do, same thing all over
again. Charges are questionable but it's
almost impossible to resolve because of holding
for literally hours at times. But they are
really quick to disconnect when they want to.
I will be changing as soon as possible. I
would NOT recommend using them unless you like
being extremely irritated when dealing with
your electric service. ”
September 16th, 2010
not happy customer
“ Lousy customer service and too long of wait for them to come on phone. And when they finally come on they make mistakes on your account. ”
September 1st, 2010
Poor Customer Service
“ Due to oversight, my account was one month overdue and they cut off my service. I called to try to have the power turn back on and was on hold for over TWO HOURS!!! ”
August 31st, 2010
they charge you to pay bill online
“ My biggest complaint is that they charge me to pay my bill online. And there customer service is very much lacking. ”
August 21st, 2010
Customer service as bad as it gets
“ Electricity is electricity. Under Texas deregulation you are basically deciding what you want to pay & who is going to bill you. My experience with Stream started with difficulty getting them to switch my service. Then came random billing dates, a failure to apply my payment which they did receive on time, an associated late charge with difficult removal of same, a double billing, & 3 lost faxes of my auto bank draft application. When they finally got an online ability to accept auto draft information they failed to send the draft to my bank & charged another late fee. These billing problems pale compared to their phone or email customer service. Email may or may not get a reply. My conservative estimate is that over the last year I have spent 5 hours of my life either on hold or attempting to communicate with several different people at each call who could barely speak english. Several times my call would simply get dropped and I would have to start the lengthy process over. ”
August 12th, 2010
Well, it's better than batteries . . .
In 2008, the only surprise was additional "fees" for access, taxes, and "payment processing" [up to $3 if you pay online or at a local merchant in order to avoid the "late charge" problem when paying by check--the check clears the bank before due date, but they don't post it to the account on time].
Since then, problems with 1)renewing contract [which enabled the company to charge a higher rate] 2) accessing account when they changed web page providers [the new page wouldn't let me log on and locked me out] 3)reaching anyone live on customer support [on one occasion, a recording announced the toll-free phone number was temporarily disconnected] 4)receiving a disconnect notice when bill was paid on time, but not processed by their company in a timely manner.
Today, once "fees" are added to actual usage charges, the savings over Reliant Energy is not worth the aggravation.
The CEO @ Stream needs to spend less time posting to Facebook and more time running his company. ”
July 23rd, 2010
I used to sell for them. Just switched.
“ I used to be an "independent representative" for this company. As such, I've dealt with my own headaches with them as well as customers - friends, relatives, etc. Problems I've personally seen occur include incorrect bills, service cut off without adequate notice, very short time from bill sent to bill considered late, hard to reach anyone on the phone... All in all, made me ashamed that I talked anyone into using this company. I certainly won't do it again, and switched my provider today, when my contract ran out. ”
July 20th, 2010
We started using this company when we lived in Bonham, Texas. At first, it seemed like a good deal. When we moved to Honey Grove, Texas our service was supposed to be transferred over. First off it was turned on at the wrong residence, and took approximately 2 days for service to be rectified to our address. We were sent on a wild goose chase trying to get it turned on, the customer service staff were rude and percentage rate was higher than it was quoted. We have had nothing but rudeness, un-helpful Stream staff from this company and
and we have had other people who have stream experience the same problems. I have been in customer service and know the importance of courtesy to customers in order to maintain and keep them. Would I recommend this company? No I would not, because I would feel guilty should they be treated with discourtesy and lack of care and concern. The lack of disregard to customer service is a shame. Once the contract is signed, we are no longer a priority.Verytrue ”
July 14th, 2010
Don't go with this company
This company is total fraud, i had a bill of 200 dollar for one month for one bedroom apartment out of one month i was not at home for 20 days atleast. I dont know how they count. Rip you off.
Customer service is also no good at all.-- pathetic.. run away from this company ”
July 8th, 2010
Stream Energy does not care about customer account issues
“ I was misinformed of my options when I was planning a move. I was under the impression that when we moved to the new house, we would be under contract. When I received the electricity bills and saw that we were being charged a high rate, I called customer service. The customer service representative told me that I was not under contract. I was upset but went ahead and agreed to sign up with them for one year even though the rate was higher. Again, the bills came and I noticed that we still weren't on a contract. Numerous times, I called to have them correct the situation so that I would be get the contract rate I originally signed up with since the rates were currently higher. Each time, the customer representative told me that they didn't have the authority and my account needed to be reviewed and someone would call me back. I never received any callbacks. ”
June 23rd, 2010
Very Unhappy with Stream
“ One of my bills "trippled". We were not told anything about a $10.00 service charge being attached to our bill. Cannot get in touch with person who signed us up. Does not return our calls. Changed five bills and all are costing us more than ever with WTU. ”
June 21st, 2010
Must have automatic withdrawl.
“ At first, I liked the prices. But...It was difficult to get hooked up, because I needed my ESI# and Stream did not want to find it for me. They gave me a number to call for them (Hope you have patience and a lot of time on your hands). Stream has a tendancy not to send you a bill and then they call for you to sign up for automatic withdrawl the day before they shut your power off. This is not being late a few weeks, this happens if you late 2-3 days. You have about 3-4 days to pay before they shut your power off. If your bill gets lost in the mail, good luck! ”
June 18th, 2010
Am now in need of anti-anxiety medication
“ Have 2 accounts with this company and have never been late on a bill. Customer service is frequently difficult to understand and can be rather rude at times. Service lacks any degree of personalization and you will have difficulty reaching anyone that would be in a supervisory position. A resolution specialist is of no help as they,to, provide the wrong information, thus, further delaying a resolution to the problem and creating a late charge for me. They are very inflexible and refuse to explain the reasoning behind decisions. This has and is causing me loss of sleep and so far the only way to rectify this is to pay them $500, because they refuse to issue a simple form requested by another company (won't explain why) These people have,literally, had me in tears.I will be "fussing" about all of this on facebook, etc... All of this originated with a customer service rep. giving me the wrong information. ”
June 18th, 2010
I have been a customer of Stream for several years and have always paid my bills. Last month I went on vacation and swore I paid my bill, but somehow over looked it. I got back and realized the mistake, but power was shut off! Less than 1 month from the last due date. So on top of being shut off, there are late fees, reconnection fees (regular or if you pay me $40 more for what they call a priority reconnection fee but it actually has the same time frame as the regular reconnection fee!)
The whole time expressing my concerns, I am being up-sold on a contracted plan!!!
This place is ridiculous. I will be switching!! ”
June 15th, 2010
exSTREAMly unhappy customer
I decided to read the Stream Energy reviews
from oldest to newest, and am discovering that
Stream Energy has had the SAME COMPLAINTS and
lots of them since their first review. I am SO
HAPPY to find out that I am NOT their only
unhappy customer. To reiterate what others have
already said, their customer service is a
joke...they read from scripts and no one in
that dept. has the authority to do ANYTHING to
make the customer happy or to right any wrongs.
Their cust. svc. dept. is THE ONLY dept. that
you can call, and they cannot transfer you to
any other dept. or to a supervisor or manager.
They have dragged out my request for a letter
of credit for over a month, just so they can
continue to charge me exhorbitant rates. I'm
happy to say that I have made a switch from
13.2/KWH to 8.6/KWH with another company and
will NEVER have to deal with stream energy
again. BTW, I was their customer for SIX YEARS
and loyalty got me NOWHERE! Hallelujah I'm free
from Stream Energy!!! ”
June 12th, 2010
Poor Customer Service
“ I was selling my Dad's house in East TX. Someone stole the meter off the house, since no one lived there. I called Oncor, who replaced it. I called Stream to have my estimated bill credited to my account. After Stream verified from Oncor that no electricity had been provided to the house since there was no meter, they still refused to credit the payment for services Stream never rendered. I will NEVER use Stream again & have been telling everyone I know what they did & to check out other providers, since Stream has become more expensive & isn't that great of a deal, anymore. ”
April 30th, 2010
“ For two years I have paid my Stream Energy bill electronically on the due date. Stream sends an electronic bill to my bank which sets up an automatic payment on the due date. In early April I received a Disconnect Notice from Stream saying that my payment was 2 days late. I checked with my bank and the bill was paid on time and they provided a confirmation number from Stream. Stream customer service would only say that it was a "mistake" and to ignore the disconnect notice. I have chosen to switch providers. I don't want to take a chance on them turning off the electricity "by mistake"/ ”
April 12th, 2010
“ I hate stream ever since I got them years ago.. I am looking for a new provider. They just told me that the past 5 invoices they billed me were incorrect and sent me a bill for all of it which was more then double my usual bill... ”
March 19th, 2010
Not very Happy
I am with Stream Energy currently and its my first month. I was told by a Rep that I was unable to lock in a fixed rate over the phone and he would have to mail me my information and for me to sign and return. Well the first thing that went through my mind was thats going to take a while and I have to wait to start saving money. I am a single mom and its hard enough trying to make it. I live in a ONE Bedroom, when I received my Bill....Oh My Gosh!!!! It was almost $300!!!! I called and spoke with Stream than I was given the option that a Rep could call me over the phone to lock in a rate. I was so upset because this option WAS NOT discussed with me the first time. Or I would have had that done the first month. Anyway,nothing they could do about it now, they got me!! Not sure if I'm going to stay with Stream I felt lied to.
Very disappointed customer! :( ”
March 6th, 2010
Stream Energy is a nightmare!
“ Stream Energy's customer service is a nightmare to deal with. Information provided is inconsistent varying from one representative to the next. I have contacted them over a dozen times trying to get a billing problem resolved. Contact on their behalf has been almost non existent at best. They just push the responsibility to the new electric service provider by saying that the other company "dropped the ball". Stream said as the customer "I probably have a better idea of how electric companies really work". Ultimately the customer pays the price! I would NEVER recommend this company and had been a loyal customer for over 2yrs! ”
February 23rd, 2010
“ My contract will be expiring with Stream Energy in September. I am counting the days!!!. There is no way, I will be renewing my contract with them. These people will "lure" you in promising lower rates and in the end, you will end up paying more than you think. RUN....RUN....RUN..... Everyone needs to stay with Reliant, TXU, Green Mountain. These companies may be a little higher; but, at least you know what you are getting. ”
February 12th, 2010
“ Stream is not a company that works with any of its customers. We were late less that twenty days and owed less that $200, and they turned our power off in 40 degree temperatures with a one year old baby in the house. When we called to reconnect they did not help at all and acted as though our business was not worth the effort. ”
February 4th, 2010
Knowledge is power
“ I'm a former Ignite Associate and have worked for another electric company as well. Stream's customer service is very poor! Their rates are never the lowest. Educate yourself about de-regulation - Stream only bills you, someone else is actually providing the electricity! They are called the "poles and wires" provider and that is who you call when the power goes off. In my area, it is Oncor. Check terms of service to see if there is a monthly customer charge. Sometimes, even with that charge, they still might be the lowest. Since customer service and correct billing is the only thing they do - Stream does not merit your business!! ”
February 4th, 2010
“ I left Stream Energy because they socked me with a incredibly high bill because someone in their office or outside their office did not properly bill me for prior months. Not even once did the customer service rep. I spoke to acknowledged Stream's error, but rather treated me as though it was my fault, and furthermore, no apologies were offered. When I paid my bill, I thought I was being a good payor. My budget cannot withstand these kind of errors. Stream Energy assumed I could pay a large bill in one lump payment. The only resolution offered was a pay arrangment. I feel I should not have to pay for their mistakes! ”
December 25th, 2009
“ Prices are reasonable. If you mail your bill 2-3 days prior to the due date, they still charge you a late fee if payment not posted on the exact due date. Not easy to reach or deal with over the phone. ”
December 4th, 2009
Just another - not really cheaper, but watch those fees!
“ I have been a customer for long time, switched today finally my contract was over. The main reason is because the day I get my bill I only have 5 days to pay (according to due date) or they charge a late fee (AND THEY DO EVEN IF ONE DAY LATE- EVERY TIME!). And they get rude about it when I call them and ask why they do not allow say 14-20 days (like most) before charging. They do this because they want to force autodrafting, and I refuse. Thus I refuse to stay with them any longer. Plus they are not cheaper by much if at all even without the late fees every month. ”
December 2nd, 2009
worst service ever
“ Found out we had to move so we called to transfer service to our new location. Called on a Monday and was told it would be turned on at the new house on Wednesday. So we start to move our stuff over to the new place. Wednesday comes and goes and no electricity. So we call and are told they have untl midnight to turn it on. Check after midnight and nothing. Thursday is Thanksgiving so they are closed. Call on Friday and we are told that they never said it would be turned on Wednesday. After 30 minutes of being on hold and dealing with rude customer service reps, we ask for a supervisor. After 20 more minutes of being on hold someone claiming to be a supervisor finally comes on. Long story short, I ended up cancelling and going with TXU who would only take 2 days to turn on my electrcity compared to stream energy who needed 5 days for some reason. They have bad customer service and don't care about their current customers. I reccomend everyone to take their business elsewhere. ”
November 28th, 2009
Been with them 1 yr next month.No problems.My
electric bill has only been paid late twice in
29 yrs.The first time I was a single parent and
strapped financially all the time.The second was this month when my wife misplaced the bill.
(she had a stroke 10 yrs ago & tends to forget)
Anyway the bill was due the 6th.The 9th I get a
disconnection notice saying I have 2 weeks to pay or I'll be disconnected.What kind of s--t
service is this?ALL my bills have been paid on time since I moved down here 29 yrs. ago, ex-
cept twice. I guess past records don't count for squat.After reading the other reviews,I am
definitely switching.When my wife called them about the notice & never being late,they said
it doesn't matter.I told her to tell them that
I WILL be looking for a new provider.After reading the guy trying to switch 5 times to no
avail,that sealed the deal.WHAT BULLS--T!!! ”
November 20th, 2009
Worst service provider I've ever had
“ I used this service for three years and at first it was top notch but it has went down hill steadily. Bad customer service and worse customer retention. Wouldn't recommend to anyone I know and I was a rep. ”
November 18th, 2009
Run, far, far away from this company!
“ I thought this was a pretty ok company to be with. No problems to think of during my contract service period, that is until I moved and had to switch to a new company! First, I was told "we are having computer issue, please call again" more than 4x in 2 days. Then when I did finally speak to someone, it apparently was not "logged" in so today when I called, I was apparently lying! Then "they" sent me 2 separate invoices with 2 different amounts stating I owe both, even though I clearly closed my account before those dates AND paid the "final invoice"!!! Horrible customer service, were not willing to help explain, or take any fault!!! ”
November 13th, 2009
Not customer friendly
“ Be carefully when dealing with this company. Not looking out for customers. Point and case, when I signed up with this company, rates were 14.4 cent per kwh, they are now 11.9 cents per kwh. Do you think they are willing to lower my rate as an existing customer? After a hour of time and three representives, Angel, Abbey and Mike the resolution agent, nope not a chance. So they arent looking out for the existing customers, they are to stuck on you are cancelling the contract. No I am not cancelling, which is $250, I am trying to extend and take advantage of your new rates which would save my household $40-65 a month. I can not wait until Nov 13, 2010, that is when I am able to switch providers. Dont be fooled into they got low rates over lacking in good customer service in which there is none. There resolution is you are stuck with and you will like it or pay us the $250 resolution. ”
October 29th, 2009
WORST CUSTOMER SERVICE EVER
“ I would rather pay more money and get a company that is honorable and has a high standard for their customer service. I moved addresses and no problem then 2 months later I get my new address disconnected because they applied my payment to that address. Simple remedied right? Wrong 2 days of calling and I can't get answered why when I asked for that service to be disconnnected at time of move out. Then to get a customer rep that not only is not helpful is flat out arguementive and refuses to transfer to a supervisor. Bad day right? So I call back and get a supervisor, She is even worse.l.. I will be switching companies... It's not worth the discounted bill if the service is not only unreliable but a NIGHTMARE> I usually do positive letters, maybe a save another consumer the same aggrivation. ”
October 20th, 2009
money goes down the stream
“ They're payment play sucks. They will add you previous account from years ago to your new account and only apply your payments to the old account which will make your new account past due. They wanted me to pay $400.00 a month which I couldn't. They only gave me 4 months to pay off $600.00 along with my $200.00 current bill. ”
September 27th, 2009
Stream not a good choice
“ Their plan is deceptive. This is a pyramid type marketing plan and should be avoided. It is not as cheap as they claim. ”
September 25th, 2009
Disappointed in Stream Energy
“ We have experienced very poor customer service in the Billing Dept. We asked to be put on Average/Balanced Billing back in June. Here it is September, and still has not happened. I have made 5 calls, each time being promised it would show up on our next bill. Now I've been told we have been on another plan (Oh really?), and now we should be on the "Averaged Average" Billing, but our monthly average is $50 higher than when I requested it 3 months ago. ”
September 9th, 2009
Worst service ever!
“ We asked them to transfer our service and they charged us and sent us to collections for the services provided to the next tenant. Yeah, collections even though we weren't living there! ”
September 8th, 2009
Stream can't get it right
My experience with Stream has to be the worst encounter I have had with any company. We recently moved into a house and they messed up transferring service. I spent hours on the phone with them dealing with something as basic as transferring service from the previous owner to me. This took several weeks and multiple calls. When all was said and done they billed me for charges related to their mistakes. They also billed me the wrong kwh rate. This resulted in another 4 phone calls to correct and to validate. I have not seen my next bill so I am not convinced the problem has been resolved. I think I have probably talked to just about everyone at their service desk. If I have to make another phone call to them it will be to drop their service. If you have a choice in electric providers look elsewhere!!!!!
August 14th, 2009
Just Don't Change
“ We have had Stream Energy from the 1st day they were in our area. The service was fine, there were a few billing problems, but they did fix them. Now we are trying to switch to another provider and it has been horible trying to get a letter of credit from them. It took them two weeks to send the 1st one and it was wrong. Now it seems impossible to get it fixed although they agree it is wrong. They keep sending me the same one without revising it! Of course if they corrected it, I would no longer be a Stream customer. HMMMM, sounds a little fishy to me. ”
August 13th, 2009
bad costumer service
I switched to this company because of a friend on mine and later realized
it was a big mistake. They're prices are higher and they're customer
service reps are rude. I do not recommend this company. I regret
switching from TX energy.. They were much nicer and always willing to
make payment arrangements if the bill was higher than expected. Do not
expect that from Stream Energy. I've been with them over a year and now
I'm stuck in contract. ”
July 17th, 2009
Frustrating customer service
“ I switched to this company to help out a friend who was a Rep in their pyramid scheme, but I am sorry that I did. They totally botched my contract and move to my house and are capable of doing nothing to fix it. When I ask to speak to a supervisor, they tell me that they can't do anything about it either. I do NOT recommend this company at all. ”
July 9th, 2009
Poor Customer Service
“ We had to switch to a new company because of extremely long wait times to speak live or otherwise resolve normal customer service issues. ”
June 16th, 2009
Check your bills carefully
“ I got .10/kwh the 1st promo year. When that was about to run out I switched to average billing so my bills would be consistent. After about a year of that my bills started to fluctuate. I called about it and was told Id been placed on month-to-month billing with variable rates after they discovered a serious billing error on all accts that switched to avg billing after the 1st promo year. They hadnt changed the rate to current rates, but had kept it at .10/kwh. They realized it was their fault and opted to eat their losses and not charge the customer for back rate differences, which, I was told, legally they could have. I asked them to go over my bill with me and found their computer had different numbers than was on the bill they'd sent me. I asked to speak to a manager and was put on hold. I would have cancelled my account that day if I hadn't been LEFT ON HOLD while they closed for the day and went home. I cancelled next morning and got on with Startex which has been great so far. ”
May 14th, 2009