ComplaintsforStream Energy

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 29th a bill pay was sent my my bank, Captial One, to my energy company, Stream Energy. Captial provides proof that the payment transmitted to Stream successfully but Stream is claiming they never received the payment. I have provided proof that *********** sent over to me when they denied my claim with them for the return of funds. I have spoken to both *********** and Stream about this several times. As you can see from the email Stream was not clear on what they need to even research the payment or what type of payment it was eventhough I explained. I provided Stream with attached copies of what the bank provided me as proof of payment as well as screen shot it. At one point, Stream continued to ask for these items althrough already provided. Capital has researched several times and because the transfer submitted successfully and stream accepted they can not provide me a refund. I would like someone at Stream to look into this further as I feel like the necessary research isnt being done. I am a valaued customer, pay my bill on time and have been with them a very long time.

  Business response

  08/26/2024

  Please see attachment. 

  Customer response

  08/29/2024

  I am good with closing this case. No Stream did not resolve my issue. I felt like they really did not try. She just read over the emails and came to the same conclusion as the initial department. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New customer, less than 6 months. Bill getting higher and higher each month. Doubled in price. I went from $140 to $150 to $200 and now current bill is over $300. I asked for an additional 3 days to pay bill and was denied. I'm required to pay towards the bill in order to receive the 3 day extension. My husband and I are on a fixed income and do not have anything to put towards the bill at this time. An additional 3 days was all I was requesting yet my request was denied. I'm very disappointed as I moved 5 months ago and had plenty options to choose from yet I chose Stream Energy and under contract. My mistake for choosing Stream. They care more about money than working with their customers. "3 days"...so sad.

  Business response

  07/19/2024

  Please see attached. 

  Customer response

  07/22/2024

  Problem resolved. Thank you 

  Customer response

  07/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im not sure how or where Stream is getting my incorrect address(my parents house) from. I have informed them for years that I am not receiving my bills. I HAVE ASKED THEM FOR YEARS TO REMOVE THAT ADDRESS. NOBODY SEE,MS TO KNOW WHAT I AM TALKING ABOUT. Well guess where they are goin? To my parents house where I do NOT RESIDE AT! And also I have never used my parents address for STREAM. THEY HAVE DISCONNECTED MY SERVICES SEVERAL TIMES FOR NONPAYMENT. OF COURSE BECAUSE I NEVER EVEN RECEIVED THE ***** INHAVE BEEN A CUSTOMER OVER 11 YRS. WHEN YOU CALL THE CUSTOMER ********************** REPS SAY ONE THING OVER THE ***** AND DOCUMENT IN THE. COMPUTER OTHER THINGS. WHEN THE MORTAGE RELIEF PAID MY BILL THEY APPLIED THE ***** TO SOMEWHERE ELSE UNTIL I DISPUTED EVERYTHING. AGAIN THEY CUT MY LIGHTS OFF. I HAD TO PAY TO GET THEM TURNED BACK ON, THEN A WEEK LATER I RECEIVED AN EMAIL STATING THAT I HAD A CREDIT.

  Business response

  06/24/2024

  Please see attached

  Customer response

  07/02/2024

  I am rejecting this response because:   First of all I have been a customer since 2010. Then I contacted oncor and they stated that my parents address was not provided to you all. Furthermore, my parents have lived at ************ for over 35 yrs. The electricity has ALWAYS BEEN IN MY FATHERS NAMEhe happens to be a retired supervisor for TXU. NKEIVIEA HAS NEVER HAD SERVICE IN HER NAME 

  Business response

  07/03/2024

  Please see attached. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an account that hasbeen placed into collections from Stream Energy. I have not ever had Stream Energy at any of my houses. I have never opened an account, or had any mail correspondence from Stream Energy. I called and explained this was an act of fraud. Yet it is still on my credit report stating its in collections for $215.00. I live in ** there isnt even a business out here'. I have very good credit and this is damaging it. i would liiki this removed asap!

  Business response

  06/07/2024

  Please see attachment

  Customer response

  06/10/2024

  i SPOKE TO ******************* TODAY REGARDINGTHIS MATTER.  sHE IS SENDING ME THE ***** PACKET AND INFORMED ME TO MAKE POLICE REPORT.  WHICH I WILL DO AS SOON AS I RECIEVE THE PACKET. SHE ALSO SAID THAT THERE WAS ANOTHER ACCOUNT IN MY NAME FOR 600.00.  I WILL NOT BE SATISFIED TILL THESE ARE OFF MY CREDUT REPORTS.  I HAD EXCELLENT CREDIT BEFORE THIS .  AND WHY WOULD THEY OPEN TWO ACCOUNTS WHEN THE LAST NAME DOESNT MATCH MINE!!

  Customer response

  06/13/2024

  I am rejecting this response because:   

  i SPOKE TO ******************* TODAY REGARDINGTHIS MATTER.  sHE IS SENDING ME THE ***** PACKET AND INFORMED ME TO MAKE POLICE REPORT.  WHICH I WILL DO AS SOON AS I RECIEVE THE PACKET. SHE ALSO SAID THAT THERE WAS ANOTHER ACCOUNT IN MY NAME FOR 600.00.  I WILL NOT BE SATISFIED TILL THESE ARE OFF MY CREDUT REPORTS.  I HAD EXCELLENT CREDIT BEFORE THIS .  AND WHY WOULD THEY OPEN TWO ACCOUNTS WHEN THE LAST NAME DOESNT MATCH MINE!!

  Business response

  06/21/2024

  Please see attached. 

  Customer response

  07/03/2024

  I still have not recieved the fraud packet that I was told will be sent to me.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WORST COMPANY EVER!! I relocated and my apt is 575 sq feet. Every bill was $300 or more for electricity! I AM RARELY home! I have 2 jobs. My bill before I switched was approx $287 or so Switched companies Feb 2024 and talked to ONCOR the owner of the meters TWICE and was told my meter was not damaged or needing repairs! With my new company bills have been less than $90 each time! Stream has the nerve to send me a FINAL NOTICE saying I owe $700. Not only am I filing a BBB complaint, I will be making a formal complaint with the ************************* as well as getting an attorney! I need a refund. THIS IS ROBBERY! Customer ********************** is HORRIBLE you always get a different answer From the other reviews I've seen I'm not the only one this has happened to! FRUAD FRUAD FRAUD!! This company is a TOTAL SCAM!! RUN AND RUN FAST!! They should be out of business!!

  Business response

  04/17/2024

  Please see attached response.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good afternoon, I have been waiting on a refund for an overpayment adjustment in the amount for $4648.97 since November 2023. I have been getting the run around for 5 months for this refund to be sent to me. I have spoken with 6 different Supervisors that assured me the refund was being sent to me in 10 days as well as several Customer ********************** Representatives, one being a gentleman that was so rude. When I asked for a Supervisor, he bluntly said NO and hung up in my face. I have also been told each time that someone in the ***************** and ********************** would definitely contact me in 48hrs. Needless to say that has never happened. I've explained to the last 4 Supervisors that it is illegal to hold someone's money that is due to them in the State of Texas, however, they do not appear to care. The company has been in business for 13yrs, and I have been a customer for ***** and I believe I have been very patient and I feel that it is time for me to exercise my rights and file a complaint. I have been happy with Stream service up until now and all I want is for them to send me my funds. If I can not get a resolution filing this complaint then I guess my final step would be to seek legal action. Please see dates and names of the Supervisors that I have spoken with. Thank you so much for your time.2/20/2024- ***** 2/2024- **** 2/2024- **** 3/18/24- ****** 3/26/2024- ****** 4/5/2024- Issa

  Business response

  04/10/2024

  Please see attached.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There was an obvious error in calculation of electricity use for June 2023 bill. I called immediately to report the error, and the associate to whom I spoke strongly agreed the bill was incorrect, even given that temperatures were higher than usual This suspicion was verified when the next bill and subsequent bills were more normal. We paid $300 on the disputed bill, and continued to pay our monthly bills normally to this day. Supposedly ENCOR (the very next day) verified usage and bill was correct, but we were not notified of this outcome. The first we were aware was when a threatening pink envelope Stream bill came by mail.We called again and talked to a supervisor named ****** with Customer Outreach who said she would put a hold on the pink envelope action and resubmit the investigation request. She gave me a date on December 21st and a number to call to verify resolution. We did as requested with no response from the number given. Meanwhile we were continuing to pay our regular electricity consumption bills. On 2/16/24, we received a response to our email communication dated 12/1/23 saying they were working diligently to resolve our issue. On 3/5/24 we received a voicemail message from ****** saying the usage had be re-verified and was correct, that theyd be happy to make payment arrangements(!) We again called right away and were told to tell a supervisor we should ask that the case be escalated to the next level. Today 3/7/24, we spoke with supervisor ****** who maintained there was no escalated level to take the case to, and nothing more could be done. My very unhappy response was, So you are telling me my only options are to get a lawyer and calm the Better Business Bureau? His rehearsed response was the same, saying the reviews had been completed and there would be no different outcome.I said I would be calling BBB and ended the call. I also intend to get directly in touch with ENCOR, though originally told not to do so.

  Business response

  03/18/2024

  Please see attached. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was a customer of ******************** for my ************************* until October 6, 2022. When I canceled my contract with them because we had our oil heat conversion changed to gas heat plus the rates for Stream were higher than DPL. When I spoke with a customer ********************** rep from ******************** he said that I would get the new stream charges money back because I had cancelled. This has never happened. I even called ******** Power about the new charges but they informed me that I had to talk to Stream and that they had nothing to do with the charges placed on my account by ********************. I've tried calling them on numerous times but you can never get anyone. Can you help me with getting my way overdue refund that is way overdue? Thank you

  Business response

  03/11/2024

  Good Afternoon,
  
  Attached please find Stream Energy ********, LLC's response to **************************** Complaint, Case# ********.
  
  Please do not hesitate to contact us ********************************************** if you require any additional information or with any questions you may have.
  
  *********************
  Quality Specialist
  NWM Sales *****************:  ************   l   ************************************
  

  Customer response

  03/11/2024

  I am rejecting this response because:  I never received a call from Stream with a message. And 2nd thing I called Delmarva when  I received my bill and they informed me that I

  would have to talk to Stream that they had nothing to do with the charges put on by Stream. 

  Business response

  03/13/2024

  Attached please find the rebuttal response for *************************. 

  Thank you. 

  Customer response

  03/13/2024

  I have reviewed the business response and accept this resolution. Everything was cleared up. Thanks

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is 2654****

  Business response

  03/07/2024

  Please see attached. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to lodge a complaint against Stream Energy on behalf of my elderly sister who is a 72 year old widow and 100 percent disabled. Her late husband was also a 100 percent disabled veteran. My sister lives in a 2 bedroom, 17 square feet ranch-style house. Her electric bill has been rising approximately $200 every month for the last four months and is now estimated to be $700 dollars. Her account number is **************. There is no way she is using this much electricity. She rarely cook big meals and is often gone because she is the pastor of a local church and is involved in community activities. I believe the electric company is basing her bill on an average for the area and not her actual usage. I feel Stream Energy, Electric ******************* of Texas (ERCOT) and ONCOR are taking advantage of her and are complicit in this abuse. A year ago when the grid went down her electric bill was nowhere near the amount it is currently. This is the highest her electric bill has been even in the years her husband was still living and at home. This is a violation of her civil rights as a Disabled American and blatant overcharge. The resolution I am seeking is for Stream Energy to reimburse her the monies she has paid the last four months, cancel her current bill and have her electric meter replaced. The other option is to credit her account for the amounts she has paid the last four months, cancel her current bill and replace her electric meter.If proper resolution is not reached in her case I will be following up with a complaint to our Congresswoman, who represents the 30th Congressional District, report the information to the local news channels and the ******************** of People with Disabilities.

  Business response

  02/02/2024

  Please see attached. 

  Customer response

  02/05/2024

  I am rejecting this response because:  As I stated in the original complaint, my sister is a 72 year old, disabled widow who lives alone.  I am aware that I am not on her account but that doesn't mean I cannot advocate on her behalf.  I am not asking the company to share any of her account details with me, just fix the problem.  The dollar amount of her electric bill is outrageous when she is the only person in the house.  She doesn't even have a dishwasher or washer and dryer in her home, so how is her electric bill ranging from $200 to $700 a month.  I do not feel her meter is being actually read each month.  I understand that Stream Energy reached out to her telephonically and indicated that she still has to pay the bill and they will have ONCOR come out to re-read her meter.  Again, while I am not on the account, I am her brother and will follow up with my complaint to our local Congresswoman and the Disabled Americans network for what I feel is a direct violation of the Americans with Disablities Act, as well as the local TV stations if this complaint is not resolved to our satisfaction.   

  Business response

  02/15/2024

  Please see attached. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩