Stream Energy / Stream Gas & Electric
Reviews and Complaints

I have a complaint against your customer support agent regarding my account. We called and spoke with a representative on July 31, 2023, regarding our account, and placed on a deferred payment arrangement. When I called on August 2, 2023, to make the payment, there was confusion regarding the amount which were due, regarding the deferred payment. After taking care of the issue and I made a payment of $111.13. I honor my agreement however Stream did honor their agreement regarding the deferred payment. I received a notification via email stating my account will be disconnected.

I have been with Stream for over 17 years, and this is the kind of service you offer a customer who has been loyal. I am going to move on and look for a different provider who will honor their word and continue to provide their customer with exceptional services.

I refuse to continue to associate my family with this kind of customer service from a provider with a large reputation such as Stream.

If I had never reviewed my emails, I would have never known this was going to take effect on the 18th of August. I am so appreciative to my Savior for looking out for His for me and my family.

I called regarding a late fee on my bill and this rep made me feel like my concerns were crazy and to pacify me he said “ well I wave the fee so what is the issue” even though I paid my bill 3 days from the due date. When I told him I was told of a 10 grace period he argued that I was wrong and made me feel again I was over reacting and this is after I asked for a lead or supervisor to express my concerns and kept saying “ ma’am what’s the issue. At a time when we are all trying to make ends meet And to call customer Service and be talked to rudely when I being nice is not okay

Texas. Monday at 3:28PM. Horrible experience with customer service.
Whoever "Veronica" is, just left the call silent for 10 minutes when she couldn't figure out a solution for a very simple problem. I haven't been able to log into the mystream website for over a year and decided to finally call and have an account set up over the phone. I went through 2 representatives and then passed over to someone named Veronica. Mystream's website is so broken that apparently the people working there don't even know how to resolve the issue and instead, this person chose to silently leave the call.

I was charged a $250 dollar cancellation fee via my autopay account. I was not responsible and DID NOT request cancellation. I called and spoke with several representatives in reference to the charge and was told by several reps that is was not Streams fault. Marco and Tranica both adamantly pretty much told me that I am lucky to have service. When I asked if I will be credit for my inconvenience I was told by the two reps its not Streams fault . I would like both calls listened to. I requested to have the $250 in a check form mailed to my address. Tranica who advsied that she would have it done ...did not. I spoke with both reps back to back on 04/28/2021 from 2:30 pm Central to about 3:30 pm . Tranica gave me the wrong employee number and both seem like that had no compassion or empathy . I have been a stream energy customer who has had my account on auto pay to avoid having to deal with these sort of things. Its sad that I had to call 5 times and wait 3 weeks to have my money back in my account with no apology or true compassion in reference to making it right for me. Marco was very confident in reference to helping me cancel my account and repeated that he could help me with that and the investigation shows that stream is not responsible. I deserve better !

Stream energy cut my gas off today, march 10th. I received a notice that I have to pay the overdue balance by march 16th and the cutoff date would be march 17th. When I calledcustomer service they stated that I was told march 8th is the cutoff date. I do not have any notice about the march 8th cut off
For the past due amount. Also, their app stated that I was over paying my bill, and my balance is 0.
Why would I even receive a statement stating the cutoff is it 17th in the first place if it is actual cut off is the 8th? Where did the 17th cut off date even come from if the actual cutoff date is the 8th? Iam so confused on that.

3/6/2020

I have been trying since 6am to pay my electric bill. I have a copy of last month's bill in my hand. When I call the number provided on the back of the bill - I am told that I have not entered my account number correctly, even though I used the account number on my bill. The account number on my bill is 10 numbers long. the problem is that the telephone payment systems requires an 11th number that is not on my bill.

I spoke with a customer service manager who said account numbers changed in Feb 2020 and were emailed to customers in Jan 2020. I disagree. I've had problems with this darn 11th number in my account number since we switched to Stream in Dec 2018. I had trouble THEN setting up an online account because I didn't have the 11th number of the account number.

The 11th number is not on the bill, it's never been on the bill since we switched in 2018. Stream requires this 11th number but it's not on the bill.

Why isn't the 11th number on the bill if you require it for everything?

My service was scheduled for disconnection on Oct. 28th per the rep. My payment was posted on Nov 1st, leaving a zero balance. A technician disconnected my service on Nov 4th. How is this possible? I have two children in my home that are ill from being in a cold house at 60 degrees here in Georgia. Caesar Cabrera the manager at stream and Stephanie the supervisor at stream energy were so inconsiderate and had no compassion for my situation. I would wish that there are better people at your company and for you have more technician to service customers.

Their customer services [censored]ing sucks! They think that because they're behind a phone that they can be rude and ignorant! My service was shut off for 50 dollars, I paid it and they told me that it would take 5 more days for my service to come turn my services back on! I informed them that I have 16 months old twins in the house and that I could not wait that long, the first customer service rep was ignorant as [censored] and the second one Brandon employee # 5230083 did not want to help any further! To make matters [censored]ing worst, the first [censored] manager that I spoke to didn't even set my original date for the 5 days so I have to wait and extra 2 [censored]ing days! I'm taking this all the way to where ever the hell it needs to be taken cause this is ridiculous!
[censored] stream and their employees!

Stream Energy is unethical. I missed the one letter notifying me my fixed rate was expiring. Every month I saw my electrical bills creeping up. It was difficult to get through to Stream Energy customer service, so I called my service provided PSE&G to cancel the third party provider. On the last month I was with Stream Energy, I saw my electrical bill increase 300% even though the weather was temperate.

I was charged $90 and some change for my final bill with stream for only 4 days of service dating from August 27 to August 31st my disconnect date. When i asked the customer service tech how is that possible he explained that someone i spoke with back in Feb 16 of 2018 signed me up for a $90 flat rate contract after calling to pay a current bill which i then explained I was out of town for a funeral and wasnt even listening to whoever I spoke with about renewing a contract..who signs up for something like that 5 months before a contract is up. Offers shouldn't be made that far ahead especially if someone moves still be made to pay for a full months of electric. I am not paying for services i didnt use

during the month of august my mother Willie B.Prince who live at 1102 west 7th street Freeport, Texas 77541 telephone no [protected]
who use my daddy deceased name on her electric bill James C. Prince, she received a bill of $ 248.00 and some change on august, I called your office and talked to one of your customer service which turned the call over to one of your loyalty department, which checked the record, and decided she been with them for over twelve years and had a discount in the past, and they said they could not help her on this august bill, but september bill would be lower, will she have not received it, but as of yesterday, i called them and asked them why was it not mailed it, they told me, it was placed in the the mailed yesterday it take three to five day, and the amount was $251.00 which was not a loyalty customer rate for someone on a fixed income quota to me for my mother. so when I asked them to let me talk to the supervisor again in loyalty department, they said that rate did not begin until October bill, they should have told me that, and my mother to, because she was listening on the phone when the man said that, he gave us incorrect information on time frame, that a very high bill for a senior citizen of eighty-three years on a fixed income, that the reason for my called in the first place to get my mother the best rate. that was very upset to me to find out she received another high bill for another hot summer month. you need to make this right with my mother, for her and mind bad information for a will trained supervisor, who suppose to know his business and worked for you. I expect to here from you called me or my mother or e-mail we want a reason. thank you and God bless you

[protected]@yahoo.com
from willie b. prince daughter barbara
[protected]

during the month of august my mother Willie B.Prince who live at 1102 west 7th street Freeport, Texas 77541 telephone no [protected]
who use my daddy deceased name on her electric bill James C. Prince, she received a bill of $ 248.00 and some change on august, I called your office and talked to one of your customer service which turned the call over to one of your loyalty department, which checked the record, and decided she been with them for over twelve years and had a discount in the past, and they said they could not help her on this august bill, but september bill would be lower, will she have not received it, but as of yesterday, i called them and asked them why was it not mailed it, they told me, it was placed in the the mailed yesterday it take three to five day, and the amount was $251.00 which was not a loyalty customer rate for someone on a fixed income quota to me for my mother. so when I asked them to let me talk to the supervisor again in loyalty department, they said that rate did not begin until October bill, they should have told me that, and my mother to, because she was listening on the phone when the man said that, he gave us incorrect information on time frame, that a very high bill for a senior citizen of eighty-three years on a fixed income, that the reason for my called in the first place to get my mother the best rate. that was very upset to me to find out she received another high bill for another hot summer month. you need to make this right with my mother, for her and mind bad information for a will trained supervisor, who suppose to know his business and worked for you. I expect to here from you called me or my mother or e-mail we want a reason. thank you and God bless you

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Savedduring the month of august my mother Willie B.Prince who live at 1102 west 7th street Freeport, Texas 77541 telephone no [protected]
who use my daddy deceased name on her electric bill James C. Prince, she received a bill of $ 248.00 and some change on august, I called your office and talked to one of your customer service which turned the call over to one of your loyalty department, which checked the record, and decided she been with them for over twelve years and had a discount in the past, and they said they could not help her on this august bill, but september bill would be lower, will she have not received it, but as of yesterday, i called them and asked them why was it not mailed it, they told me, it was placed in the the mailed yesterday it take three to five day, and the amount was $251.00 which was not a loyalty customer rate for someone on a fixed income quota to me for my mother. so when I asked them to let me talk to the supervisor again in loyalty department, they said that rate did not begin until October bill, they should have told me that, and my mother to, because she was listening on the phone when the man said that, he gave us incorrect information on time frame, that a very high bill for a senior citizen of eighty-three years on a fixed income, that the reason for my called in the first place to get my mother the best rate. that was very upset to me to find out she received another high bill for another hot summer month. you need to make this right with my mother, for her and mind bad information for a will trained supervisor, who suppose to know his business and worked for you. I expect to here from you called me or my mother or e-mail we want a reason. thank you and God bless you

To

CC / BCC

Show Original Message

Sduring the month of august my mother Willie B.Prince who live at 1102 west 7th street Freeport, Texas 77541 telephone no [protected]
who use my daddy deceased name on her electric bill James C. Prince, she received a bill of $ 248.00 and some change on august, I called your office and talked to one of your customer service which turned the call over to one of your loyalty department, which checked the record, and decided she been with them for over twelve years and had a discount in the past, and they said they could not help her on this august bill, but september bill would be lower, will she have not received it, but as of yesterday, i called them and asked them why was it not mailed it, they told me, it was placed in the the mailed yesterday it take three to five day, and the amount was $251.00 which was not a loyalty customer rate for someone on a fixed income quota to me for my mother. so when I asked them to let me talk to the supervisor again in loyalty department, they said that rate did not begin until October bill, they should have told me that, and my mother to, because she was listening on the phone when the man said that, he gave us incorrect information on time frame, that a very high bill for a senior citizen of eighty-three years on a fixed income, that the reason for my called in the first place to get my mother the best rate. that was very upset to me to find out she received another high bill for another hot summer month. you need to make this right with my mother, for her and mind bad information for a will trained supervisor, who suppose to know his business and worked for you. I expect to here from you called me or my mother or e-mail we want a reason. thank you and God bless you

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This is the worst experience I've had with an energy provider. Their website is horrible at loading payment methods. Loading takes forever or just doesn't happen. I've had to do it on my phone and even then there was an error. They also charge you a convenience fee to pay your bill. I've had service with Direct Energy, Green Mountain, Dynowatt and none of them have ever charged me this. I've had to call 3 times to inquire about getting my payment posted and because their system failed to catch an error I am now being charged $50 extra on my bill. After a month and a half of having their services I have decided to switch. I'll eat the cancellation fee to not have to deal with these ridiculous issues going forward. Thanks for the headache Stream Energy. I definitely do not recommend.

So I cancel my service one month in with this company as I didn't like it. Now a received a letter of an early termination fee of $25 dollars on June 28 2018, today June 30 2018 I called customer service to paid the money. Customer service was so rude an unprofessional. They don't take over the phone or online payments so you need to send it by mail!? I received the letter two days ago and they pretent for me to send the money as a money order so they get paid in 2 days. If I do not pay before today or June 30 2018 I need to pay $50? Like the F$&&:?
And the customer service representative, sorry I cannot help you no my problem. He was so rude.
Worse company so far. I have been with a lot of companies but this is the worse.
I'm sending the money order today of $25 but they may charge me another $25 because they will not receive my payment until next week 😡

I've been with this company for almost three years! Have never been late on my payment. so the lady that signed me up with Stream, told about the offer for the SkyBell, only because I'm an invalid and I really needed this. Do this was in April of 2017, so after I called Stream and the representative told me it would be in my mailbox in about seven days, after about two weeks, Nothing, so I called Stream Again and they told me that it would be coming from UPS. I waited for about a week and called Stream after holding for about thirty minutes, the Agent said that it had been delivered...lol! I told that it had not. So now after a year, I spoke with a supervisor about a month ago, he was suppose to be calling me back! So Far, Nothing... I've even called SkyBell Company and they said that they've had other costomers calling them with the same problem and they offered me a SkyBell at a discounted price, but, being on fixed income, I really can't afford it! All I want is for someone to Step Up and, Commit to this Offer and Stop giving me the Run-around...

So my service was interupted due to non payment in March for less than $35. I asked them if there were any additional fees that i had to worry about and they stated just the fee to process the payment. I get my bill and they charge me a disconnection fee $35 and reconnection fee $35 and a fee #10 to send me a disconnection letter. I contacted them stating I asked about the fees and was told them I was not informed of the fees and asked that they be waived. I was told that all of that information was on the $10 letter they sent me for disconnection. I was told that there was nothing they could do for me. My electric usage for the past month was only #35

I will not do business with Stream Energy ever again. One of the most unethical companies I've come across. They automatically transferred service from my old address to my new one without my permission and then they put me on a month to month rate which is DOUBLE the normal energy provider rate without notifying me. They told me I was always month to month at my old address, so I guess shame on me for not noticing. Then when I discovered I'm being ripped off they wanted me to sign you to an agreement for 6 months. Which I'm sure that when it expires it shoots through the roof again. BAD BUSINESS!

Hello,

Unfortunately August 17, 2017 I lost everything. My apartment had 9 feet of water standing inside for days. The apartment was condemned and I lost all of my personal belongings. To make matters worse I had multiple negative interactions with employees from stream energy.

Due to the loss of my cell phone, the loss of the apartment and the general displacement I was to contact Stream until the 12th of September. I Called stream and explained the situation and that I would be needing to cancel my electric services since my apartment was condemned. I was told that since my building cycle was in the middle of the month that I would still be responsible prior to the flood. I was assured that that bill would be the last bill. I was frustrated, but the justification seemed to make sense. I canceled my service and paid that bill.

I then find out that I am charged another bill on the 27th of September in an amount nearly the same as previous month.

1)I was assured that I would not have any additional bill (not true)

2) How could I have a bill when the apartment was destroyed? When I asked about the individual I spoke with(I think Carlos) shrugged it of by saying that they don't control the meters. He said that there was noting that he could do.

I later, I ask to speak to a supervisor to try to find someone who could help me considering the unusual situation. He then transferred me and then left me on hold for 45min before I hung up. I call back and I speak with a Sabian L 1051691 about the situation and he says that I am going to still have a 3rd bill coming.

This experience has been the absolute worst. I feel that I have been price gouged and been taken advantage of my a company screwing over people who lost everything. I know I am not the only one in a situation similar to this one.

A month or two in electric bills may not seem much to some, but when you have lost everything a few hundred goes a long way. I will remember this experience and share it with my friends. I don't understand how a company would have such bad customer service to screw over people already negatively effected by a catastrophic event.

I have been a customer of Stream Energy for over 10 years. I have occasionally been late with a payment. Back at the beginning in June they came and turned off my gas. Again a few days late. I had out of town company coming in the next day. We called and got no where. My husband waited 45 minutes to speak with the manager but never got a hold of him. We took matters into our own hands and over ran the lock. The $51.00 they wanted had been sent online and posted the following Monday 2 days later. Since then I have not received a paper or online statement so I send $100 to $150 a month to cover the bill. A month ago they turned off my gas again. This time there was no warning no notice stating they were going to do this. We over rode the lock again. I emailed the company and CEO and heard nothing back. On September 1 I sent $150. Yesterday on September 15 they turned off the gas again. I do not know what to do at this point. Obviously change companies. We are responsible people and have excellent credit scores. I do not understand why they keep turning off our gas and not notify us or send a statement. So frustrated. I have never experienced anything like this at all.

My name is Pamela Youmous. My account number is [protected], I am a Stream Energy Customer. Please read this email and inform me of what I can do about this situation. On the day of activating my account Mr. Anthony Cooper sales rep. Withheld valuable information concerning fee. This is the email I sent to him, also what I feel as a customer in reference to providing needed information that was withheld from me as a customer. Anthony Cooper [protected], is the sales rep who assisted me in activating my Stream Energy account. Mr. Cooper informed me of the 24 month plan and did state the bill would be around $32.00 dollars each month. Little did I know when I received my bill it was $84.76 more or less. I tried reaching Mr. Cooper by email and discovered that his email address, www.acjrenergy.mystream.com...was invalid and I could not reach him. I called him on August 28, 2017 and I asked him about the high bill. He connected me with customer service while on the line. The first representative said that the bill was that amount due to a one time $50.00 fee. I asked the rep. Is it safe to say that, is information that is needed to be made clear at the activation, he stated yes, more so it should have been explained by Mr. Anthony Cooper the initial contact and activation personal. I ask to speak with a supervisor and I spoke with two supervisors and explained that my chief complaint was the professionalism of Anthony Cooper deliberately withholding account information totally associated with your monthly bill.My Cooper is very un-professional, and I truly believe that he deliberately withhold valuable information to boost his activations quota. On August 28, 2017 I called My.Cooper, and he directed the call on 3 way to an agent. After the agent reviewed my account, he stated the there was a $50 fee and the representative that set up the account should have revealed any hidden fees associated with the Stream Energy account. Now...in the future, so that no one else have the inconvenience of getting a very high bill because the agent for got to tell you there would be a $50 dollar activation fee! I personally feel that Mr. Cooper should actually be demoted or suspended so that this unfortunate event will never happen to anyone else. It is my responsibility to pay the bill and I will, but so that no one else has to go through the difficult situation Mr. Anthony Cooper put me in, by withholding fee information. I am thanking you in advance for your corporation and consideration where I and my Stream Energy Account are concerned. Also I tried to reach Mr. Cooper by email but he has his email address deliberately, intentionally, and consciously wrong so that customers cant reach out to him. I personally feel that his behavior is un-ethical and un-fair!

This morning at 3:06 am a charge was made to my credit card, which has been stolen. I called and spoke to Jasmine who told me that without an account number using the card, or a confirmation number, that they couldn't do anything and would still post the charges. Total BS, since I've worked in retail etc. I know you can look up amount, time, card number, etc. I don't even have an account with these people.