ComplaintsforStream Energy

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Stream on 11/21/2021 to provide gas services for my home. The services were disconnected in January 2022 and I have been paying a bill every month. I have a disability so I alerted my mom that I have not been able to cook or take hot showers. She contacted Stream and discontinued services. The confirmation # XXXXXXXXX. However, we are still getting bills. I just got another bill ACCT#XXXXXXXXXXX Invoice #XXXXXXXXXXXXXXX. I have not even been living there since my mom said I could not stay because of no way to cook or shower. We need to get all of our money back and they need to stop billing us. I have now started services with Scana.

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/08/17) */ August 17, 2022 Better Business Bureau Via BBB Portal RE: ******** - ****** ******* Stream Georgia Gas SPE, LLC ("Stream") is submitting this response to the above-captioned complaint. Stream has reviewed ****** *******'s customer records and our investigation has found the following: On June 21, 2022, Ms. ******* ****** mother of ****** *******, contacted Stream's Customer Care team to inform the natural gas was not running thru Mr. *******'s home. Ms. ***** inquired why her son was being billed since there was no gas running thru the home. The Care agent informed Ms. ***** that Stream was charging the monthly recurring cost of $9.95, and the rest of the charges were from Atlanta Gas Light Co. ********* requested to speak to a supervisor. During the interaction with the Stream escalation associate, ********* informed the escalation associate they no longer wanted to continue the services since they could not be present for the technician since they were away in Miami, Fl. The escalation associate honored *********' request to stop services. On August 3, 2022, in conjunction with Mr. *******'s Better Business Bureau complaint, a Stream Quality Specialist spoke with ********* regarding Mr. *******'s billing complaint. ********* informed the Specialist Mr. *******, has a disability, he is autistic and did not inform her that there was no gas running in the home until she visited him. ********* was upset because she believed that Stream should have realized there was a problem. ********* informed the specialist she contracted Roto-Rooter, a third-party vendor, to figure out why there were no gas services running in the home. They informed her that the meter valve was broken and needed to be replaced. The Specialist informed ********* that it's the responsibility of the customer to report any issues with their services. The Specialist advised any meter issue would need to be resolved by Atlanta Gas Light Co. Additionally, the Specialist informed ********* that as a courtesy Stream would waive any late fees and Disconnection Notice Processing Fees assessed on the account. The Specialist informed ********* the account is closed, and the flow end date was 6/22/2022. The last bill received was the final bill for the billing cycle of 5/31/XXXX - X/22/2022. The Specialist advised ********* she will further review the account and follow up with her if there are any other refunds that may be available but could not guarantee anything. On August 5, 2022, a Stream Quality Specialist contacted ********* to inform her of the resolution. The Specialist informed ********* that as a courtesy Stream cleared Mr. *******'s account balance and the account has a zero balance. ********* advised that she will be filing a complaint against Atlanta Gas Light Co. because they are responsible to resolve her meter issues and they are not assisting her properly. We hope the above clarifies what transpired regarding Mr. *******'s billing issue. If you have any questions or need further information, please do not hesitate to contact us at ***************@mystream.com. Respectfully, Stream Georgia Gas SPE, LLC Consumer Response /* (2000, 7, 2022/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I plan to file a complaint against Atlanta Gas Light

• Initial Complaint

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After getting approved for another apartment at the beginning of this current year, I attempted to proactively disconnect services effective May 3rd, the last day of that lease. Towards the end of June, I realized I was charged $38.86. I called the customer service line in attempt to resolve the discrepancy. The rep let me know that I should not have been able to cancel online as the only way to cancel is to call in. He asked me to check to see if I received any confirmation of the transaction in my emails. After reviewing my emails I realized I did not have emails prior to March as I deleted them for room for an update on my apple devices. He advised me this would not be a problem as he spoke with a supervisor who will be able to cancel services as of May 3rd. He also mentioned that I could call back in to verify by that Thursday. I do admit telling him I felt confident in his ability to resolve my concerns and would not. Today, I check my emails to see that I am scheduled to be charged $41.40 on July 18th. I called in and spoke with a young lady who initially told me there was nothing I could do. She mentioned my account was set to be closed due to someone else moving in and advise there was no record of my prior call. When I attempted to escalate, she continuously discouraged me to do so. After I mentioned a specific date, she advised her supervisor wanted me to call back so they could review the call logs. I called back and spoke with a gentleman who tried to tell me there wasn't a record of the call again but upon further investigations found the phone call that he actually answered. He went to explain after the call was pulled that I am being charged for the cycle 5/19-6/20, prior to our previous conversation as they could only cancel from our convo. All I'm asking is to not be charged as I have proof with the new lease that I was not at that address. I have attached both June and July bills, the accepted notice to vacate, and my current lease.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/07/27) */ July 27, 2022 Egzine Ysaguirre Operations Support Specialist Better Business Bureau Via BBB Portal RE: 91670100 - ****** **** Stream Georgia Gas SPE, LLC ("Stream") is submitting this response to the above captioned complaint. Stream has reviewed Ms. ****** ****'s customer records and our investigation has found the following: On July 18, 2022, in conjunction with Ms. ****'s BBB complaint, a Stream's Network Marketing Sales & Quality Control Specialist attempted to reach Ms. **** with no answer. The Specialist left a voicemail requesting Ms. **** to return the call. On July 13, 2022, Ms. **** contacted Stream's Customer Care Department to inquire about her invoices. Ms. **** informed the care agent she requested to stop her services due to her moving on 6/20/2022. The Care agent informed Ms. **** that her account was currently on FINAL status. The Care agent also informed that they will review her account and follow up with a resolution. On July 14, 2022, Ms. **** contacted Stream's Customer Care Department to inquire about resolution regarding charges. Ms. **** requested to speak to a supervisor regarding her charges. During the conversation with the escalation associate, Ms. **** informed the escalation associate she has submitted her request on the Stream website by using the link for Disconnection/Reconnection. The escalation associate informed Ms. **** the link on the website she used would not process a cancellation. On July 27, 2022, a Stream's Network Marketing Sales & Quality Control Specialist spoke to Ms. **** regarding her complaint. The Specialist informed Ms. **** that as a courtesy we will provide a credit of $125 that would cover the charges for the time she was no longer in the service address and for any inconvenience caused by the Stream website. The customer was pleased with the resolution. We hope the above clarifies what transpired regarding Ms. ****'s billing inquiry. If you have any questions or need further information, please do not hesitate to contact us at ***************@mystream.com. Respectfully, Stream Georgia Gas SPE, LLC

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started gas service with Stream energy approximately 3 months ago. NEVER received a bill statement and bill was impossible to view through their website, since the website requires an account number in order to register. Could not reset my password or account online due to not receiving an actual bill. Yes, I always check my mail. Called today to pay my statement to find out that in order to have gas service reinstated, I would need to pay $50 and set up new service. Then I find out they want to exort me 50% higher gas per therm rate than what I signed up for. I'll go without hot water instead of getting exploited like that. The customer service representative had me repeat my address, phone number, and other personal information 3+ different times, and he had terrible language enunciation. I also had to correct him when he said he was going to charge my credit card on "May 9th" when it's in fact June. He laughed and thought all these mistakes were funny. Then when I called him out on the new per therm rate as exploitative, he had the nerve to call me unprofessional. When will companies hire Americans to do their customer support? Absolutely disgusting.

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/06/17) */ June 17, 2022 Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste 1600, Dallas, TX 75201 Complaint: Customer Service Acct: XXXXXXXXXXX Re: Case No: ******** - ******** **** Stream Georgia Gas SPE, LLC ("Stream") is submitting this response to the above captioned complaint. Stream has reviewed Mr. ******** ****'s customer records and our investigation has found the following: In conjunction with receipt of Mr. ****'s Better Business Bureau (BBB) complaint on June 10, 2022, a Stream Quality Specialist placed a call to Mr. ****, the Specialist received a voicemail and left a message. The Specialist placed an additional call on June 14th, leaving another message. Mr. **** returned the call leaving a detailed message when would be best to call him back. Additional attempts were made on June 15th and June 16th. On June 16, 2022, the Quality Specialist contacted Mr. **** to discuss his Better Business Bureau complaint. Mr. **** advised he appreciated the call and advised that he had decided to rent his residence through a management company and therefore will no longer be needing the gas service from Stream. However, explained that he felt he should have been notified of disconnection in advance as he stated he did not receive any notification. When he contacted Stream's Customer Service regarding his account the Care agent advised his account was terminated due to non-payment. The Quality Specialist explained at the time of Mr. ****'s enrollment, his account was on paperless billing, therefore no invoice would be mailed. It would be the responsibility of the account holder to review their account online and either print a hard copy of the invoice for their records or not. If a payment was not made, a payment reminder would be mailed to the service address as with the Disconnection Notice. Those are the documents that were mailed by US Postal service. The Quality Specialist apologized for the experience he endured when contacting Customer Service and advised it will be addressed. In addition, the Specialist mentioned, since he was enrolled in a 12-month fixed rate plan, he would be assessed a cost recovery fee of $100. The Specialist advised they were going to remove that fee from the account. Mr. **** explained that he is an active member of the military and was advised when he first enrolled, he was concerned with the early termination fee should he have to leave before his contract was fulfilled and was advised it would be waived. The Specialist noted Mr. ****'s account and thanked him for his service and advised the fee will be removed. The Specialist offered their assistance should Mr. **** need further assistance when he returns. Mr. **** appreciated the gesture before ending the call. On June 10, 2022, upon receipt of the Better Business Bureau complaint, a Stream Quality Specialist conducted an investigation into Mr. ****'s inquiry. During the investigation the Specialist noted: Mr. **** enrolled with Stream on March 21, 2022, for Stream's 12-month fixed rate plan for natural gas service. April 7, 2022 - Automated notification was sent advising online invoice is available. May 3, 2022 - A Collection reminder was sent for the past due balance of $55.20. May 7, 2022 - Automated notification was sent advising online invoice is available. May 11, 2022 - A Disconnection Notice was sent for $55.20 advising disconnection on or after May 25, 2022. May 25, 2022 - Service order sent to Atlanta Gas Light requesting disconnect for non-payment of $55.20. June 8, 2022 - Automated notification was sent advising online invoice is available. June 9, 2022 - Mr. **** contacted Stream's Customer Care regarding his account. The Care agent noted customer was having issues accessing his online account. o The Care agent assisted with payment of account and advised would waive reconnection fee as a one time courtesy due to website issues. However, Mr. **** would have to re-enroll his account. We apologize for any inconvenience Mr. **** may have experienced and will use his experience as a coaching opportunity for our Customer Care team. We hope the above clarifies what transpired regarding Mr. ****'s customer service issue. If you have any questions or need further information, please do not hesitate to contact us at [email protected] . Respectfully, Stream Georgia Gas SPE, LLC

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received my bill from JCP&L for almost $900. When I called to inquire why my bill was so high I was informed that Stream doubled our price from 9 cents to 18 cents. When I called Stream they told me it was because our contract expired in February. When I asked why I was not notified I was told that it was illegal for them to reach out to their NJ customers. I have never heard of such a thing and feel that we were taken advantage of. I would appreciate your help trying to resolve this issue.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/03/31) */ March 31, 2022 Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste 1600, Dallas, TX XXXXX Complaint: Billing or Collection Issues Re: Case No: ******** - ***** ******** Stream Energy New York, LLC ("Stream Energy") is submitting this response to the above captioned complaint. Stream has reviewed ***** ********'s records, and our investigation has found the following: On March 17, 2022, Ms. ******** contacted Stream's Customer Care department to inquire about her rate. Ms. ******** informed the Care agent that her rate doubled and that she never received her renewal letter. Ms. ******** requested to drop her Stream Energy services. The Care agent processed Ms. ********'s request to drop. On March 17, 2022, Stream submitted a drop transaction to the local utility. The local utility company accepted the drop request with an effective date of April 13, 2022. On March 16, 2022, a Stream Energy Quality Specialist contacted Ms. ********'s Better Business Bureau (BBB) complaint. The Specialist left a voicemail and sent an email requesting Ms. ******** return the call. On March 31, 2022, a Stream Energy Quality Specialist returned Ms. ********'s call to discuss her BPU complaint. Ms. ******** expressed her frustration and displeasure regarding not receiving her renewal letters. Mr. ******** informed the Quality Specialist that she requested to be returned to the local utility. The Quality Specialist advised they would investigate her concerns and provide the best resolution. Stream Energy is committed to customer service, Stream Energy will re-rate the account back to the local utility's rate for the period she was on a variable rate. Once Mr. ********'s account finals and Stream Energy receives the final usage from the utility, Stream Energy will contact her with any refund that may be due. In addition, as a gesture of goodwill, the Quality Specialist has also provided a courtesy credit of $50.00. On March 31, 2022, a Quality Specialist relayed the resolution of complaint to Ms. ********. Ms. ******** was pleased with the re-rate period and appreciative of the courtesy credit. Since, Ms. ******** was on a variable price plan at the time of cancellation, there is no early termination fee associated with the cancellation of the electricity account. We hope the above clarifies what transpired regarding Ms. ********'s billing issue. If you have any questions or need further information, please do not hesitate to contact us at [email protected]. Respectfully, Stream Energy New Jersey, LLC

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am due a refund of $545.33 for excess solar generation at my home address **** New ****** **** *********** N.J. XXXXX) as of July 2021. Stream has not paid me the money they owe me. I have contacted their customer support telephone number multiple times since last year without a resolution. Their is a ticket number opened for my issue (XXXXXX). Each time that I call, the support personnel say that the ticket still has not been attended to.

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/04/01) */ April 1, 2022 Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste 1600, Dallas, TX XXXXX Complaint: Refund or Exchange Issues Re: Case No: ******** - ***** ******** Stream Energy New Jersey, LLC ("Stream Energy") is submitting this response to the above captioned complaint. Stream has reviewed ***** ********'s records, and our investigation has found the following: On August 23, 2021, Mr. ******** contacted Stream's Customer Care department to inquire about his co-generation refund. Mr. ******** informed the Care agent that he received a refund last year for being a part of net metering and requested when he would get another refund. The Care agent informed Mr. ******** that there was no information yet for his refund and to follow back in September. On February 11, 2022, Mr. ******** contacted Stream's Customer Care department to inquire about his co-generation refund. Mr. ******** informed the Care agent he has a credit for net-metering and receive a refund check before but has not this year and requested to speak to a manager. The Care manager listened to Mr. ********'s concerns and informed Stream will research refund. On February 22, 2022, Mr. ******** contacted Stream's Customer Care department to inquire about his co-generation refund. The Care agent informed Mr. ******** that Stream is investigating the account and the investigation is still pending. On March 17, 2022, Mr. ******** Stream's Customer Care department to inquire about his co-generation refund. Mr. ******** expressed his frustration regarding with not receiving his refund check and then disconnected the line. On March 18, 2022, a Stream Energy Quality Specialist contacted Mr. ********'s Better Business Bureau (BBB) complaint. The Specialist left a voicemail and sent an email requesting Mr. ******** return the call. On March 31, 2022, a Stream Energy Quality Specialist returned Mr. ********'s. The Specialist left a voicemail and sent an email requesting Mr. ******** return the call. On March 31, 2022, Stream Energy processed a request for a STREAM ENERGY NE COGENERATION CHECK in the amount of $545.33. At this time, the check number has not been generated. In addition, as a gesture of goodwill, the Quality Specialist has also provided a courtesy credit of $50.00. We hope the above clarifies what transpired with Mr. ********'s refund issue. If you have any questions or need further information, please do not hesitate to contact us at ***************@mystream.com. Respectfully, Consumer Response /* (3000, 7, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive a missed phone call and a voice mail from a woman named ********* on March 31st at 12:46 PM. The calling number was X-XXX-XXX-XXXX. She left no direct number for me to call her or any of her colleagues. My only choice was to call the number and leave a voice mail for her, which I did on March 31st. On April 1st, I did receive a call from her colleague, ******** ****** (spelling may be off), informing me that ********* would be out of the office until April 4th. I left another voice mail for ********* on April 6th at 4:43 PM. As of now, I still have not been contacted again by ********** Stream for reasons unknown to me seem to either not want to pay me the money they owe, or want to prolong making the payment. Business Response /* (4000, 9, 2022/04/15) */ Re: Case No: ******** - ***** ******** Stream Energy New Jersey, LLC ("Stream Energy") is submitting this response to the rebuttal filed in reference to the above captioned complaint. Stream has reviewed Mr. ***** ********'s customer records and our investigation has found the following: On March 31, 2022, a Stream Energy Quality Specialist returned Mr. ********'s call. The Specialist left a voicemail and sent an email requesting Mr. ******** return the call. On March 31, 2022, Stream Energy processed a request for a STREAM ENERGY NE COGENERATION CHECK in the amount of $545.33. On April 1, 2022, a Stream Energy Quality Specialist returned Mr. ********'s call. The specialist informed Mr. ***** the specialist that is handling his complaint in out the office. On April 6, 2022, Stream Energy mailed Mr. ********'s STREAM ENERGY NE COGENERATION CHECK, check number XXXXXXX, in the amount of $545.33 to the billing address on file. On April 6, 2022, a Stream Energy Quality Specialist returned Mr. ********'s call. The Specialist left a voicemail and sent an email requesting Mr. ******** return the call. On April 11, 2022, a Stream Energy Quality Specialist returned Mr. ******** call. Mr. ******** provided his frustration with the customer service department. Mr. ******** explained that he was unable to get a resolution with care and that is the reason why he submitted a BBB complaint. The specialist apologized to Mr. ******** regarding the communication issue with Care. The specialist informed Mr. ******** she was out a few days and did call him back but got his voicemail a few times. The specialist informed Mr. ******** due to the pandemic and working remotely, we only have an answering service to leave messages. The specialist informed Mr. ******** his cogeneration refund was mailed on April 6, 2022. Mr. ******** was satisfied with his resolution. It is important to note, Stream Energy's records indicate Mr. ********'s STREAM ENERGY NE COGENERATION CHECK was cleared on April 12, 2022. In addition, as a gesture of goodwill, the Quality Specialist has also provided an additional courtesy credit of $50.00. We hope the above clarifies what transpired with Mr. ********'s refund issue. If you have any questions or need further information, please do not hesitate to contact us at ***************@mystream.com. Respectfully, Stream Energy New Jersey, LLC Consumer Response /* (2000, 11, 2022/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Id have received the check at this time. The additional $50.00 is also appreciated. I just asked the Stream rep to let her management know the following two things: 1. The generation of the annual COGENERATION CHECKs should be automatic. Customers should not have to call to start this process. In this case, it almost took a year to receive it, when it should have been sent by September of 2021. 2. The general customer support line personnel should be instructed to provide the complaints telephone number when they cannot satisfactorily resolve a customer's issue .

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I didn't know they sent me mail during the covid and i didn't receive any email from stream energy to renew my application And they charge me double and double more than $4.500 I just want to my money back even my business partner die from covid I am devastating and straggling I keep call them and I didn't get any positive result even I spent over 4 hours over the phone calls Please please I need your help They said it has been long time

  Business response

  03/14/2022

  Business Response /* (1000, 7, 2022/02/02) */ February 2, 2022 Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste 1600, Dallas, TX 75201 Complaint: Refund Re: Case No: ******** - ***** ******* Stream Energy New York, LLC ("Stream Energy") is submitting this response to the above captioned complaint. Stream has reviewed Mr. ***** *******' records, and our investigation has found the following: Mr. ******* enrolled with Stream Energy on April 8, 2018 through Stream's website. At the time of the enrollment, Mr. ******* signed up for Stream Energy's 2% Cash Back rewards month-to-month, variable price plan for both his electric and natural gas accounts for the service location XXXX XXth *** *** *** ********* ** ***** (see attached). On January 14, 2019, Stream Energy received an inbound drop request from Mr. *******' local utility for his electric account. The local utility provided an effective return date of February 16, 2019. Since Mr. *******' account was on a variable price plan at the time of cancellation, there was no early termination fee associated with the cancellation of the electric account. It is important to note, that Stream Energy did not receive a drop request for Mr. *******' natural gas account, nor do our records show that Mr. ******* has ever contacted Stream Energy's Customer Care team to discuss his account during the 46 months he has been supplied by Stream Energy. In Mr. ********* complaint he states he is being charged a price of $4.500 per therm. Stream Energy's records show the most recent variable price Mr. ******* was assessed was $0.345 per therm on invoice XXXXXXXXXXXX dated January 22, 2022 (see attached). On February 1, 2022 a Stream Energy Quality Specialist contacted Mr. ******* regarding his Better Business Bureau (BBB) complaint. The Specialist left a voicemail and sent an email requesting Mr. ******* return the call. To date, Mr. ******* has not returned the call. On February 2, 2022, a Stream Energy Quality Specialist placed a drop for Mr. *******' natural gas account. Since, Mr. ******* was on a variable price plan at the time of cancellation, there is no early termination fee associated with the cancellation of the natural gas account. When Mr. ******* enrolled with Stream Energy on April 8, 2018, he chose a month-to-month variable price product. Customers that choose a month-to-month variable price product do not receive monthly renewal notices and can cancel at any time without penalty. Since we were unable to speak with Mr. ******* and based on the findings from our investigation, Stream Energy is unable to substantiate Mr. *******' claim of being charged $4.500 per therm for his natural gas supply. Should Mr. ******* choose to return the call to the Stream Energy Quality Specialist, we will be ***** to discuss this matter further. We hope the above clarifies what transpired regarding Mr. *******' refund inquiry. If you have any questions or need further information, please do not hesitate to contact us at ***************@mystream.com. Respectfully, Stream Energy New York, LLC Consumer Response /* (3000, 10, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied what ever they said So sorry to talk rude way but unfortunately the company not honest company they said you agreement was expire and you didn't renew your contract. I said when was expired they said was 2020 April or May I said at that time even all courts was closed and people were afraid to touch the mails. If the agreement expire why they didn't call me or send me email during the covid we were afraid to touch our mails I didn't know until I called ConEd costumer service they told me you got over charge by youth supplier Call them ask for your refund I called them many times to talk to right person I spent 4 hours totally to talk to supervisor I couldn't reach And I called many times they said supervisor will call you 24to 48 hours . But I never get any phone call from them when called them they always try to escape me 2020 I lost my business partner for the covid I am still devastating Please please I need your help to get my business refund

• Initial Complaint

  12/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Stream energy never credited my account with a $63 payment that I made back in August. After calling them, I was requested to send some information to validate the payment and sent what they asked. Subsequent phone calls saw no change and another request to send the same information, which I did. Apparently they had changed billing systems around this time. During a phone call with one CS rep, he asked me to change the way I pay (which has worked for the 5 or 6 years I've been with them). No other payments were misapplied - just this one. I spent hours on the phone with customer service reps and so-called supervisors but nothing helped. Customer service reps are very nice but have no ability to do anything except submit a ticket, which never gets a response. I was never able to speak with billing, and a promise to have a manager call me never materialized. After several months of this and 7 or 8 calls, I spoke to a second 'supervisor' who asked me to get the confirmation number from my bank. I called them and got it. He guaranteed me that this would fix the issue. After that didn't work, another rep said that I should send my payment information to a different email address, which I did. I also sent a second payment of $63.56 to them just to 'be safe' while awaiting resolution of this situation, but my payment arrived (and was processed by them) on the same day as the disconnect occurred. I told Stream of this payment in my last contact with a customer services rep, on December 13, Yet my service was disconnected the next day. Finally, disconnected my service without telling me they were about to do so. In fairness, they did send me a bill telling me my account was overdue, but since I was still actively working on this with them - or believed I was - I didn't expect this.

  Business response

  02/10/2022

  Business Response /* (1000, 6, 2021/12/23) */ December 23, 2021 Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste 1600, Dallas, TX XXXXX Complaint: Billing Issue Acct: XXXXXXXXXX Re: Case No: XXXXXXXX - **** ******* (Lisa *******) Stream Georgia Gas SPE, LLC ("Stream") is submitting this response to the above captioned complaint. Stream has reviewed Mr. **** *******'s customer records and our investigation has found the following: On December 20, 2021, upon receipt of the Better Business Bureau complaint, a Stream Quality Specialist conducted an investigation into Mr. *******'s inquiry. During the investigation the Specialist noted: On July 19, 2021, Stream migrated to a new billing platform. On August 18, 2021, invoice #XXXXXXXXXXXXXXX generated for $63.56. On September 20, 2021, the following occurred: o Mr. ******* contacted Stream's Customer Care department to confirm receipt of the payment he made on August 19, 2021 in the amount of $63.56. The agent advised Mr. ******* the payment had not posted to the account and she would submit a ticket to have the Billing department research the missing payment. o Lisa ******* contacted Stream's Customer Care department via email and provided a screenshot online bill pay transaction as proof of payment. A Stream Care agent replied to Ms. *******'s email advising Stream could not accept a screenshot as valid proof of payment and further advised she would need to submit a copy of her bank statement showing the payment was drafted as well as the date the payment was posted to account, the last 4 digits of the card/checking account number provided by the financial institution, the transaction showed the payment was made payable to Stream, the amount processed and that the payment had cleared the bank. On September 24, 2021, Ms. ******* contacted Stream's Customer Care department via email which provided a link to help resolve the missing payment issue. A Stream Care agent replied to Ms. *******'s email stating the link did not provide the proper information and reiterated what requirements would be suitable as proof of payment. On October 10, 2021, Mr. ******* contacted Stream's Customer Care department in regard to the missing payment. The Care agent was unable to provide an update and advised they would create another ticket for the Billing department to research. On October 23, 2021, Mr. ******* sent documentation to our Care team regarding the missing payment. On November 9, 2021 - Mr. ******* contacted Stream's customer care department and spoke with a supervisor. The Care supervisor asked Mr. ******* to provide a payment confirmation number from his bank and scheduled a call back. On November 18, 2021 - a Disconnection notice was sent for $31.11 advising disconnection on or after December 2, 2021. On November 27, 2021 - Mr. ******* contacted Stream's Customer Care following up on the status of a recent task that was submitted. Mr. ******* advised the Care agent that he submitted the proof of payment and confirmation number from the bank however, he continues to receive notices of non-payment. Mr. ******* advised he spoke with a supervisor two weeks earlier and would like to speak with a supervisor now. The Care agent reviewed the account and advised the payment was not applied and advised to resend the documentation directly to ***************@nrg.com. The Care agent then transferred Mr. ******* to a supervisor. o The supervisor noted the call was disconnected by the system VPN. The Stream supervisor contacted Mr. ******* back who stated he has been paying his bills through his bank, Wells Fargo, but recently this one payment has not been posted. The supervisor noted Mr. *******'s frustration and advised that he would need to see a bank statement for each missing payment that was not applied. In addition, the supervisor offered other payment methods. Mr. ******* requested a manager callback. On November 30, 2021 - Mr. ******* contacted Stream's Customer Care department requesting to cancel the account. Mr. ******* advised he had been waiting since November 28th for a callback from a manager regarding resolution to his missing payment that has been going on for quite some time. The Care agent advised Mr. ******* of the early cancellation fee associated with the account. o Mr. ******* called back to Stream's Customer Care department and advised he did not want to pay the early cancellation fee. The Care agent advised Mr. ******* that he would not be charged the early cancellation fee if he requested to have services disconnected. Mr. ******* advised the reason he is requesting to leave is because it took too long to resolve his billing issue. o Mr. ******* called back to retract his turn off request. The Care agent honored the request and voided the transaction. On December 2, 2021 - Stream's automated billing process prepared the service order to disconnect the account for late payment of $31.11. It is important to note that this service order was not completed or sent to Atlanta Gas Light Co. (AGLC), therefore, there was no interruption in Mr. *******'s service. o Mr. ******* contacted Care regarding the status of the account. The Care agent advised the turn off order was voided. Mr. ******* advised he had some additional questions and wanted to speak with a supervisor. o Mr. ******* spoke with a Care supervisor who advised he would be subject to the early cancellation fees by switching to another supplier because his contract does not expire until June 13, 2022. On December 3, 2021 - a Disconnection notice was sent for $63.56 advising disconnection on or after December 17, 2021. On December 12, 2021 - Mr. ******* contacted Stream's Customer Care department regarding the account. Mr. ******* wanted to know if the payment of $63.56 was received. Mr. ******* advised this has been an ongoing issue since August and wanted to speak with a supervisor. o Mr. ******* spoke with a supervisor who requested the proof of payment. The supervisor requested a 24-48-hour timeframe for review. o Mr. ******* requested a note be placed on the account that a payment will be made on Thursday, December 16, 2021 if the original payment had not posted to the account. On December 13, 2021 - Payment of $63.56 posted to the account. On December 17, 2021 - Mr. ******* contacted Stream's Customer Care regarding his account. Mr. ******* advised he made another payment of $63.56 but doesn't see that it reflects a balance in his favor. The Care agent reviewed the account and advised Mr. ******* that his last invoice posted for $157.52 minus his credit balance of $63.56 leaving an open balance due of $93.96. In conjunction with the Better Business Bureau complaint, the Quality Specialist contacted Mr. ******* on December 21, 2021 to discuss the complaint. The Quality Specialist apologized for the untimely handling of the account and further explained that Stream migrated to a new billing system in July causing a delay with payments being processed in a timely manner. Mr. ******* advised although the Care agents were friendly, he felt they lacked in providing proper service. He was frustrated because he was provided false promises and misguided information. After further conversation with Mr. ******* and clarifying that his services were not interrupted by AGLC the charges on invoice #XXXXXXXXXXXXXXX dated December 17, 2021 included a $100.00 early cancellation fee, $10.00 late payment charge and a $10 Disconnection Notice Processing fee. I advised Mr. ******* the early cancellation fee should not have been charged because the account is still active and is noted as being switched to another provider in January 2022 at which time the fee would be applied to his account. The Quality Specialist credited the remaining fees on the account bringing Mr. *******'s current invoice amount to $37.52. After applying the credit amount of $63.56, Mr. ******* has a credit balance of $26.04. Additionally, the Quality Specialist, advised Mr. ******* Stream would waive the early cancellation fee of $100.00. It is important to note that Mr. *******'s account has not been report to any of the credit bureaus during this time. As a gesture of goodwill, the Quality Specialist placed an additional credit of $50.00 on Mr. *******'s account for the misinformation provided by the Customer Care team. We apologize for any inconvenience Mr. ******* may have experienced and will use his experience as a coaching opportunity for our Customer Care team. We hope the above clarifies what transpired regarding Mr. *******'s billing issue. If you have any questions or need further information, please do not hesitate to contact us at ***************@mystream.com . Respectfully, Stream Georgia Gas SPE, LLC

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to transfer my stream energy services from one property to another in August 2021. I missed my appointment and decided to wait to October 2021 because the weather would be cooler, I paid my last bill with Stream in September and was told they would hold my deposit until I was ready to start back in October 2021, but now when I call they are saying they don't see my deposit. This is not appropriate, I'm being hung up on by representatives, I have children I have paid my deposit and never received it back. I paid by bill every month with Stream energy every month.

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/11/03) */ November 3, 2021 Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste 1600, Dallas, TX XXXXX Complaint: Deposit/Credit Issues Acct: XXXXXXXXXX/XXXXXXXXXXX Re: Case No: 91618534 - ******* ******** Stream Georgia Gas SPE, LLC ("Stream") is submitting this response to the above captioned complaint. Stream has reviewed Ms. ******* ********'s customer records and our investigation has found the following: In conjunction with receipt of Ms. ********'s Better Business Bureau (BBB) complaint on October 21, 2021, a Stream Quality Specialist placed calls on October 21st & 22nd, however Ms. ********'s voicemail was full, and a message could not be left. On October 29, 2021, the Quality Specialist placed another call to Ms. ********. Ms. ******** advised that she previously resided on Main St, Jonesboro, GA and wanted to transfer her services to her current residence. At the time of her move, she was scheduled for the transfer but could not make the appointment due to her work schedule and said she would call back later since her gas would be needed for just heating her home. After she called back to Stream's Customer Care department, she was advised she would have to create a new account and pay a deposit. Ms. ******** stated she didn't pay a deposit on her original enrollment and couldn't understand why they are requiring her to do so for this transfer. The Quality Specialist advised she would further investigate and contact Ms. ******** back. During the investigation, the Quality Specialist noted the following on Ms. ********'s account: 8/2/21 - Ms. ******** contacted Stream Customer Care to request a transfer of service 8/3/21 - Turn off scheduled for Ms. ********'s Main St, Jonesboro, GA address 8/6/21 - Turn on scheduled for Ms. ********'s current address, however, appointment was cancelled. 8/31/21 - Ms. ******** contacted Stream's Customer Care to make final payment on the Jonesboro, GA location in the amount of $37.20 10/18/21 - Ms. ******** contacted Stream's Customer Care regarding her service at her current address and was advised she would need to pay a deposit of $150.00 to start services. The Quality Specialist reach out to Stream's Operations team for additional assistance with Ms. ********'s account. An Operations Specialist advised that when Ms. ********'s original transfer of service appointment was not met on August 6, 2021, the service order was canceled. Stream does not have the ability to reinstate the customer's account. Ms. ******** would have to create a new enrollment which required her to pay a deposit. Since, Ms. ******** was postponing her transfer of service, the Quality Specialist requested the deposit of $150.00 be waived. The Quality Specialist contacted Ms. ******** to advise her of what transpired with her account and to also advise a Customer Care agent will be contacting her to schedule her appointment for an Atlanta Gas Light Co. Technician to turn on her services. It is important to note, that Stream's Customer Care has made several attempts to schedule Ms. ********'s appointment. Customer Care last update was on November 2nd stating they placed 3 attempts last call at 7:30 pm and stated they received an automated message advising the voicemail box was full. Additionally, Stream apologizes for the misinformation and the handling of her calls with the Customer Care department. This information will be relayed to the Customer Care management team so that these Care agents can be re-trained and coached. We hope the above clarifies what transpired regarding Ms. ********'s deposit issue inquiry. If you have any questions or need further information, please do not hesitate to contact us at ***************@mystream.com. Respectfully, Stream Georgia Gas SPE, LLC

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