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Business Profile

Electric Companies

Stream Energy

This business is NOT BBB Accredited.

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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.
    • 10 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:11/06/2023

      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.
      Account # ********** - ******************** TO WHOM IT MAY CONCERN:I am writing regarding my final bill with STREAM Energy. I was shocked when I looked and found a $977.96 charge in addition to my final billing charge. I called and inquired as to the charge, and was told it was for overage charges from the average billing plan. I did NOT sign up, nor AUTHORIZE, this plan. The representative kept arguing that I did- so I asked the representative to forward me a copy of the contract or verifying documentation. I was put on hold several times- but as of this date, I still have not received a contract nor any documentation. That is no surprise, as no contract for this plan was ever executed. Representatives repeatedly asked for the name of the new company that I switched to as well as the rates. They became quite irritated when I did not release that information.As I began research on the company, I found that it seems STREAM overcharges customers on rates (the reason I terminated services) and switched to another provider. Please be advised I did not sign up for this plan; therefore, there is no average billing overage charge. I am requesting that the charge of $977.96 be removed from my account immediately.

      Business Response

      Date: 11/07/2023

      Please see attachments. 

    • Initial Complaint

      Date:11/03/2023

      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.
      My name is *******************. the account no is **************. company name is Stream Energy.Sometime in June- believed to be on the 7th of June 2023. i woke up to discovered that there was no light in some parts of my 2-bedroom apartment. the affected places which include the ** and cooker. I called the apartment complex office, and they referred me to Stream Energy because it has to do with the Meter. I called Stream Energy and Stream Energy asked me to call center point. I called center point to inform them of the situation. it took the apartment complex and center point 7 days to replace the burnt meter/ meter box. I and my family stayed in that house for days without light and ** on hot weather. center point accepted responsibility of replacing a burnt meter without any charges, In July of the same year Stream Energy sent me bill requesting for service call payment and early termination fee. I called Stream Energy to dispute the charges and the person i spoke with agreed to resolve/ fix it. based on my discussion with one of the representatives after their investigation opened another new account for me and promised to resolve the problemed account. But to my greatest Suprise, Stream Energy kept sending me bills with service call charges of 3 times. I have called center point multiple times and keep getting the same information that the issue has been resolved with Stream Energy and that I don't *********** point told me that the service call charges are wrongly charged to my account and agreed to do a three-way call with Stream Energy, but Stream Energy declined. I have called stream a lot but no good response. In one of call to Stream Energy, one of its staff members was threatening reporting me to collectors. i will be grateful for your assistance in getting this resolved.

      Business Response

      Date: 11/09/2023

      Please see attached. 

    • Initial Complaint

      Date:09/27/2023

      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.
      on my credit report, there is a collection named ONLINE INFORMATION FOR STREAM ENERGY for the amount of $579 this is something I have never even heard of in my life this charge is messing up my credit score from going up all the time.

      Business Response

      Date: 10/05/2023

      Please see attached response. Thank you. 

    • Initial Complaint

      Date:09/26/2023

      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.
      I have used Stream for 4-5 years at my business. Apparently my contract expired in June. They stated they sent me mail, which is possible but for the past 10 years I do all my billing online and emails. They said they called me, but possibly didnt leave a voicemail. In which I record all business calls and they didnt leave a voicemail. Note they did contact me at year two via a phone call to renew. No emails were ever sent to me, even though they had my email on file. Anyway, long story cut short. Stream took my 6 cent rate and raised it to 25 cents. So for the month of July I basically paid out 3 months worth of billing. I went from 345 average to *****. They raised me bill double the Texas Average. I asked is this normal ethics for your company? To charge a loyal costumer 4 times their normal rate? Of course all they had were excuses and no resolutions. I will never utilized these thieves again.

      Business Response

      Date: 09/27/2023

      Please see attached response. Thank you. 

      Customer Answer

      Date: 09/28/2023

      I am rejecting this response because:   

      Streams reply:
      On May 9, 2023, a Contract Expiration Notice (CEN) was sent to advise that the current rate was up for renewal; CEN attached for reference.
      This may be accurate, but I do not check my mail and all bills are online.
      On June 6, 2023, an unsuccessful attempt was made by a representative contacted Texas Strong Fitness to assist in renewing the rate.
      There was no voicemail from a stream representative.
      Stream stated they record all calls and so do I.
      Stream didnt provide proof of voicemail and I have no recording.
      A representative also contacted him on June 6, 2023 to assist with the rate renewal. ********************** was offered a new rate, however he declined.
      There was no representative who contacted me and had a discussion with me on June 6th, 2023.
      Verified by their 2nd statement.
      If Stream wishes to treat a long term client, right! Then they should not have charged me 4 times my going rate and almost double the Texas average. This is nothing more but theft! 

    • Initial Complaint

      Date:09/21/2023

      Type:Customer Service 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.
      The meter reading from last month,vs this month is a increase of $100.00, the only response i got are those from the call center, are worthless people, that will not response, to senoir citizens. I had no complains all these months,because, i had to change banks, from CHASE to TRUSIT. This is the HONEST TRUTH!. So help me stream energy.

      Business Response

      Date: 09/27/2023

      Please see attached response. Thank you. 

      Customer Answer

      Date: 09/27/2023

      I have reviewed the business response and accept this resolution. Now everything is okay, thanks,Happy with stream energy,you are the Best.

    • Initial Complaint

      Date:09/06/2023

      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 consistently overcharged for a neighborhood street light that originally classified as a business light despite it not being a business because it is located in a residential area, and it lacks a meter. Despite repeated complaints and research efforts, the billing discrepancy has continued, with recent bills equaling to the expenses of powering my entire home. The usage is the same each month for the pole but my bill is higher each month.

      Business Response

      Date: 10/02/2023

      Please see attached response. Thank you.

      Customer Answer

      Date: 10/02/2023

      I am rejecting this response because:   I cannot open these files can you please include the text of the business response so I can review the information 

      Business Response

      Date: 10/11/2023

      Please see attached response. 

      Business Response

      Date: 12/07/2023

      Please see attachment.

    • Initial Complaint

      Date:08/21/2023

      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.
      I had my gas disconnected without a cut off notice only two weeks after a previous reconnection. They are charging ***** for this! It was only 15 days from the time they turned it on to the time they cut it off. That is not even a whole billing cycle! So thats $120 they have charged me in a two week period. I want to be refunded, this is a racket and a scam.

      Business Response

      Date: 09/01/2023

      Please see Stream's response attached.

    • Initial Complaint

      Date:07/14/2023

      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 trying to remove all payment methods on the app and the website. When I try to remove I get an error message. I have talked with several representatives to try to get the issue resolved. I am not comfortable with my credit card and banking information being stored without my permission and not being able to delete the methods from their platform. When I made my payment in July. The payment processed twice without permission. I now credit on my account but do not want this to continue to occur. I want my credit cards and bank information deleted not stored.

      Business Response

      Date: 07/27/2023

      Please refer to attached response.

    • Initial Complaint

      Date:06/08/2023

      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.
      I have had 2 accounts that have been 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 *********** to contest these charges. I have called and left messages for someone from Stream to call me to discuss. No one has ever called me back. I would like to have this matter rectified. But it would be helpful for someone to call me back.

      Business Response

      Date: 06/08/2023

      Please see attachment. Thank you. 

    • Initial Complaint

      Date:05/12/2023

      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.
      I'd request a resolution with Stream *********** pertaining to their liability to NEVER setting up my account & therefore me incurring ~$800 in overcharges. My experience with Stream is No customer ********************** and only interest is to "cover themselves" from any liability due to THEIR MISTAKES. Georgia has many natural gas marketers and rates are always changing (various companies competing). Before my rate was re-setting, I used Stream's own website to switch Georgia natural gas companies (as I have done many times in past with other GA natural gas marketers). I received a Stream Account Number, congratulatory email welcoming me to their service & restating the competitive rate I had locked in. Due to auto-bill, with my current provider, I just realized couple months later that I am not a customer of ******************** (and am getting charged an excessive rate). In order to come to resolution, I reached Stream Customer ********************** (had to manually go thru 4 different "Stream Customer **********************" phone numbers in order to reach the Stream ********************* line (none of other ******************** customer care divisions could transfer me and gave me inaccurate phone numbers). When finally reached proper Stream customer care, attendant was rude and outlined that their notes show they attempted to call at 3 different *************** reach me, but policy is no vm nor email. Stream noted they needed to do meter check before initiating service & account was cancelled. No documentation, no vm, no email from Stream at all. Stream noted they could help me by getting me started on a new account, but they have no liability to previous issue. Multiple calls to try to find resolution left with nothing. I reached the Georgia Public Service Commission to see about help. They noted that this often happens with Stream. Complaint has been filed.

      Business Response

      Date: 05/11/2023

      This customer is not with GNG, but with ********************. This complaint was assigned to the wrong company.

      Business Response

      Date: 05/30/2023

      Please see attached Response

    Stream Energy is NOT a BBB Accredited Business.

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