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Business Profile

Electric Companies

Stream Energy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

This profile includes complaints for Stream Energy's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 55 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In 2017 I started using Stream Energy as my supplier for PPL Electric Utilities. I have had them all this time and I cannot get an online account for ******************** because they are telling me that my email address doesn't exist with them and the account number I gave them does not exist! I have pictures attached showing my account number, address, email address and they are clearly shown as the supplier on my PPL Electric bill. All I wanted was to be able to access my account online and it's almost as if this is a scam now. I now want my account to be cancelled with them, I no longer want them as a supplier since they are awful to work with. I can't even cancel my service because they say my account number doesn't exist and my email doesn't exist with them.

      Business Response

      Date: 03/13/2025

      Please see attached Response  

      Business Response

      Date: 03/13/2025

      Please see attached response

    • Initial Complaint

      Date:02/27/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid my bill and they still disconnected my service after I spoke with seven people in the customer ********************** department on different days about the payment that made on my account. And they keep calling my phone about the bill and after speaking with them, they look and see that the bill has been paid but yet and still they are sending me harassment calls, emails and letters of my account being passed due and disconnected. So I called them I was told to disregard the phone calls and the emails and the letters however, I called anyway to make sure that my service would not be interrupted and that I had already paid my bill. I was assured that my service would not be disconnected and yet and still they still disconnected my service and they have already received payment. every month. my bill goes up higher and they can't explain it to me. This business seems sketchy and if I had known in the beginning, I wouldnt not have signed up with service with them.

      Business Response

      Date: 03/05/2025

      Attached please find Stream ********************* response to the above-referenced complaint.


      Please do not hesitate to contact us ********************************************** if you require any additional information or with any questions you may have.


      Thank you.

      ****** ****
      Quality Specialist
      NWM Sales Quality


      Direct:  ************   l   ************************************

      Note: The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosure. If you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachments. Any dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited.

    • Initial Complaint

      Date:02/12/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had stream energy for 4 years. Recently, I called in to make a payment arrangement, to pay the bill 3 days later. The ***resentative approved the payment arrangement, only for my gas service to be disconnected the next day. Called Stream back, only for them to acknowledge that it was done in error, the came the next day to reconnect the service. When I got my bill they had $62 in reconnection fees added. I called to have the amount waived, only to be told by a female *** that it was not their error and the fee would not be waived. Stream has HORRIBLE, customer ********************** and they also over charge. I only need gas service for heat and hot water no way that my bill should be $90 in the morning summer time. THE WORSE MISTAKE ever and I intent to go further with this complaint.

      Business Response

      Date: 02/14/2025

      Please see attached response

    • Initial Complaint

      Date:02/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My partner and I have been customers of ******************** for years-we recently bought a house in December 2024 and moved in on 12/16/24. We transferred our gas services from our old address, *************************************** we had services for almost a decade to our new address. Stream billed us our final bill for the old address and a charge for the new address in January-which was paid on 01/28/25 for $222.17. Today, 02/06/25, a technician from Stream turned our gas off in the middle of winter claiming our service was cancelled. When we called to inquire-we were given the run around, then told someone named ***** who DOES NOT live here cancelled our service. This level of fraud needs to be investigated-a complete stranger should not be able to cancel utilities at someone else's address. They also never notified us of any cancellation. Our gas is still off, and nobody came out to rectify instead they are asking us for proof of address even though their system can show they billed us and we paid it. I will attach proof.

      Business Response

      Date: 02/12/2025

      Please see attached response

    • Initial Complaint

      Date:10/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My identity was stolen and used to open an account with Stream Energy in March and April of 2024. I found out on Sept 4 2024 when I saw a collections on my credit report, ****************** collections told me it was from Stream. I got in contact with Stream, someone in Laredo Texas used my info to open a utility account and didn't pay, it went to collections. I have been in contact with Stream for going on 2 months and they have not been able to get in touch with me via email. They continue to say they are sending the email of invoices via email which I have not received. Now they are requesting me to send my FTC Report and Police Report via email which I sent 3 separate times (9/24, 10/14, and 10/24) and they tell me to wait ***** days to get my account closed. When I call 2 weeks later as they recommend, they tell me they never got the email and to send it again and wait another ************************************************************* concerned that it will never get off my credit report. Since early September I have been proving to them this is fraud and they will not take it off collections I do not know what to do at this point. Their email service seems to be BROKEN and they do not care to look into it or receive the information any other way. The bill is $225 and I cannot seem to get them to take it off collections and off my credit report. The local ** has also subpoenaed the invoices due to lack of email communication. Any follow up with Stream reports that they did send the email and all they can do is send it again (it never comes through).

      Business Response

      Date: 10/31/2024

      Please see attachments. 

    • Initial Complaint

      Date:10/19/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Stream Energy ************** switch my Electricity Plan on FEB 2024 to the most Expensive Plan with out notification and since Feb 2024 has put my Electric Supply to the Most Expensive Electricity Rate with notification.I am ninety year old man and for the past 8 months been paying triple the normal electricity bill.I have called the Stream energy at ************ and the customer ********************** told me that they can not refund the money.

      Business Response

      Date: 11/04/2024

      Please see attached response.

      Stream Energy ***************

    • Initial Complaint

      Date:09/16/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been with stream for several years. I requested to have my services transferred in Aug/Sept 2020 and then again in Feb 2023 and was not made aware of the fact that I had a ****** balance. And on top of that the Texas Utility Sevices made a huge donation to my account. Why was that amount not included in the balance. I just had a credit of about $5/6000.00. But as soon as I try to transfer to a new address 4 years later, I was told that I have a balance from 2020. Help me to make this make sense.And on top of that they dont even have the collection companys information for me to contact them and the last *** stated she dont even see in any of the notes where I was made aware of the balance but was still able to transfer my service twice..

      Business Response

      Date: 10/24/2024

      Please see attached response Thank you. 

    • Initial Complaint

      Date:09/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They said that the last two months are kilowatts worth over 3000 and charged us $400 each month for a vacant home. No one lives there. No electricity has been on and it is actually higher than what it was when we lived there for five months ago and the hottest time of the summer with the family of six living in the home, it has been vacant for almost 3 months now And theyre saying that our kilowatts are over 3000 which is a fraud and scam. No one lives in the home. There is no ** on no washer and dryer running. No one lives there and we keep the ** up at 78 at all times and yet theyre saying we had over 3000 kW the last couple months. Its absolutely a fraud.

      Business Response

      Date: 09/17/2024

      Please see attachments. 

    • Initial Complaint

      Date:08/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 08/26/2024

      Please see attachment. 

      Customer Answer

      Date: 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

      Date:07/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 07/19/2024

      Please see attached. 

      Customer Answer

      Date: 07/22/2024

      Problem resolved. Thank you 

      Customer Answer

      Date: 07/24/2024

      I have reviewed the business response and accept this resolution. 

      Business Response

      Date: 03/07/2025

      Please see attached response. Thank you. 

    Stream Energy is NOT a BBB Accredited Business.

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