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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:06/17/2024

      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.
      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

      Date: 06/24/2024

      Please see attached

      Customer Answer

      Date: 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

      Date: 07/03/2024

      Please see attached. 

    • Initial Complaint

      Date:06/05/2024

      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 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

      Date: 06/07/2024

      Please see attachment

      Customer Answer

      Date: 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 Answer

      Date: 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

      Date: 06/21/2024

      Please see attached. 

      Customer Answer

      Date: 07/03/2024

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

    • Initial Complaint

      Date:04/11/2024

      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.
      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

      Date: 04/17/2024

      Please see attached response.

    • Initial Complaint

      Date:04/05/2024

      Type:Product 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.
      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

      Date: 04/10/2024

      Please see attached.

    • Initial Complaint

      Date:03/07/2024

      Type:Product 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.
      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

      Date: 03/18/2024

      Please see attached. 

    • Initial Complaint

      Date:03/01/2024

      Type:Product Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 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

      Date: 03/13/2024

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

      Thank you. 

      Customer Answer

      Date: 03/13/2024

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

    • Initial Complaint

      Date:02/27/2024

      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 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

      Date: 03/07/2024

      Please see attached. 

    • Initial Complaint

      Date:01/26/2024

      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 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

      Date: 02/02/2024

      Please see attached. 

      Customer Answer

      Date: 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

      Date: 02/15/2024

      Please see attached. 

    • Initial Complaint

      Date:12/17/2023

      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.
      For the past couple of months I have been overcharged for my electric bill. I have been overpaying and I have been unaware of the reasoning.

      Business Response

      Date: 12/20/2023

      Please see attachment.

    • Initial Complaint

      Date:11/28/2023

      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.
      I am the owner of a property that burned down on 10/4/23 and the renter died in the fire. Due to I dont have the account number or whose name the ********************** was in, Stream will not permanently disconnect service so Oncor can remove the meter and line for demolition. I offered to provide documentation that Im the owner and fire report but **** the supervisor would not accept and kept telling me without the name/ssn/account number he couldnt help me. I asked for a manager but **** told me he was it, no one higher. I know there has to be some other process or procedure in place for this type of situation. Im just upset that ******************** and **** with Stream would not help me to resolve this issue. So they will just let service remain temporarily disconnected, just crazy.

      Business Response

      Date: 12/01/2023

      Please see attachment.

      Customer Answer

      Date: 12/13/2023

      Hello. I was contacted on 12/1/23 by ********* and she requested ownership documents, ID. Those documents was sent to ************************************************** on 12/3/23 and as of today, no response from them. I called ************ and left voicemail as well as sent email to follow up on status.

      Business Response

      Date: 12/19/2023

      Please see attachment.

    Stream Energy is NOT a BBB Accredited Business.

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