Complaints

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

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• 

  Stream Energy

  2745 Dallas Pkwy STE 200 Plano, TX 75093-8729

• 

  Stream Energy

  PO Box 32070 Newark, NJ 07102

• 

  Stream Energy Maryland, LLC

  6701 Democracy Blvd Ste 300 Bethesda, MD 20817

• 

  Stream Energy PA

  1500 Market St Fl 12 Philadelphia, PA 19102

• 

  Stream Energy

  PO Box 105522 Atlanta, GA 30348

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.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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've been a Stream Energy customer for a number of years. I had selected a 2 year energy contract. The Stream website that I had to wait until April 14, 2023 to renew my contract. I was interested at looking at my options and perhaps selecting a 3 years contract. I wanted to review the rate, fact sheet, terms of service and YRAC. However, to my surprise I received an email on Sat, Apr 15, 5:46?AM stating "Your Service has started" for the Smart and Secure 60 plan. I was shocked as I did NOT sign up for this plan. I figured that they had rolled me into an "open" plan and that I could choose another one. I began to do some research and found that Stream was overcharging their customers on rates and located a better/cheaper provider. That night I selected to move to another provider. I called Stream on Monday, April 17th at 5:11 p.m. I called Stream to confirm that a) I did not sign up for this plan, b) that there was no termination fee and c) that I'm moving my services. I believe it was ***** confirmed that "yes" no cancelation fee and that they had received my change of service provider request. On Tuesday, April 18th, I received an email from Stream citing a $395 "termination fee". I again called, April 18th, 6:27 p.m. and spoke to account manager ******. He maintained that I did sign up for the new plan, according to his records at 5:10 a.m. on Sat, April 17th. I told him that was impossible, neither selected or authorized a new plan. I did not receive any documents proving this, NOR any rate information, fact sheet, terms of service and YRAC. Plus I was absolutely NOT on the internet at 5:10 a.m. selecting a new plan (I'm sabbath observant and don't use the internet on Saturdays until sunset). When confronted that this was a clear LIE, he still refused to refund the $395 charge. I reminded Stream, that under Texas law, even if I had signed up (which I did not) I have a right of recession. I was told someone would "contact me" in 1-2 b/d.

  Business Response

  Date: 04/26/2023

  Please see attachments. 

  Customer Answer

  Date: 04/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 gas was disconnected the day 3/30 before the bill was due on 3/31. I made a payment on 3/30 and they still disconnected my services. I am owe a bill adjustment and refund for the terrible service they provided to hinder my famil

  Business Response

  Date: 04/07/2023

  Please see response attached.

• Initial Complaint

  Date:03/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Repeated problems making payments to my gas bill. I was initially setup on autopay with a credit card and all worked fine for a while until I was forced to change my credit card number for security reasons. I initially used their app to change my credit card number and it appeared to work, but then failed. It has failed every time since. The app no longer allows me to set autopay or even make a manual payment. I have called several times and they are unable to fix this over the phone. I have attempted to escalate to a supervisor and when they attempt to transfer me I am put on hold and eventually hung up on! I am sick of this, this is deceptive advertising. They say their autopay will work, but it doesn't. At this point I would rather switch to a different gas provider, even if it means paying more money! I have renewed a contract with them, but I want out of it, without penalty, because they are unable to provide the autopay services they promised. Please help me get out of this contract with this nightmare business.

  Business Response

  Date: 04/07/2023

  Please see attached response.

• Initial Complaint

  Date:10/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 recently switched electric service providers due to the absurd cost of energy in Texas and the intense heat we have had has made energy bills a financial burden on most Texans this year. I do intend to pay my bill, I do not want it to go to collection and ruin my credit. I called Stream because I cannot afford to pay the balance of $461.57 all at once and asked if they would accept a payment arrangement to which they refused! I offered to pay $100.00 today as a gesture of good intent and work out the rest in a payment agreement. I was refused any options which now leaves me with negative credit once this gets reported. Stream told me that because this is no longer an "active" account they would not make any arrangements. I informed the representative that this was poor business decision on their part. They will now sell the balance to a collection agent for less than what I owe them and lose money. When all they had to do was take my $100.00 today and the balance over time. I think this is unfair billing practice to offer an existing customer a payment arrangement but not someone who recently transferred service. My preferred end result would be to be allowed an arrangement that is equitable for both Stream and I.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/10/20) */
  Please see attached response. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I made attempts to reach Stream to discuss the possible options per their response but they have not returned my call.
  
  
  Business Response /* (4000, 9, 2022/11/08) */
  Please see attached response. Thank you.
  
  
  Consumer Response /* (2000, 11, 2022/11/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I can pay the 4 installments on these dates
  12/02/2022
  12/16/2022
  12/30/2022
  01/13/2023

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 complaint is with Stream Energy Company (Account # **********) and a disconnected order of my services today around and/or at 11:59 AM. I have been going back and forward with Stream Energy to get my services reconnected immediately. Their Representative and Supposed Supervisor instructed me to call someone affiliated with Gas Markerter to have my services turned back on because it is out of their hands. My attempt to reach out to several Markter was unsuccessful and when I finally spoke with someone they informed me that Stream put in the disconnection request and they are the ones to put in the request for reconnecting. Also, an Stream Representative promised to call me back in 20 minutes with a update I have yet to hear from her. My attempt to get this matter resolved as soon as possible is unsuccessful. I have been given inaccurate information. No one seems to care if I have service or not. This has caused a hardship in my home. Therefore, I request to have it reviewed and resolved. It is unethical how consumers are handle with no compassion and consideration of our well being.
  
  *************
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/10/11) */
  October 11, 2022
  
  Dispute Resolution Department
  BBB Serving North Central Texas
  1601 Elm Street, Ste 1600, Dallas, TX XXXXX
  
  Complaint: Disconnect
  
  Re: Case No: ******** - ***** *******
  
  Stream ******* 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:
  
  Ms. ******* enrolled with Stream on September 14, 2020, via an online enrollment. At the time of the enrollment, Ms. ******* signed up for Stream's 12 month fixed price plan for natural gas supply.
  
  On September 6, 2022, Stream mailed a Collection notice for $46.24.
  
  On September 14, 2022, Stream mailed a Disconnection letter for $46.24, advising disconnection on or after September 30, 2022.
  
  On September 30, 2022, a system generated service order was sent to Atlanta Gas Light (AGL) to process the turn off for non-payment.
  
  On October 4, 2022, AGL processed and disconnected the gas service for non-payment.
  
  Additionally, on October 4, 2022 - Ms. ******* contacted Stream's Customer Care department regarding her account disconnection. Ms. ******* was informed that a Disconnection notice was mailed on September 14, 2022, for $46.24 and was due September 30, 2022. The Care agent advised that a payment was needed to make a reconnection, and the first available date was October 10, 2022. Ms. ******* declined and released the call.
  
  Later October 4, 2022, Ms. ******* contacted Stream's Customer Care department and made a payment of $46.24 and requested to schedule the reconnection for that same day. The Care agent submitted a task for a callback to reconnect service.
  
  Ms. ******* contacted Stream's Customer Care department several more times requesting a reconnection for the same day. Ms. ******* stated she did not receive a Disconnect notice. Ms. ******* was informed again that the next available date with AGL was October 10, 2022, and Ms. ******* became upset and requested to speak with a supervisor each time.
  o Ms. ******* spoke with a Care supervisor both times and the Care supervisor explained to her that Stream is under the availability from AGL for the appointments and that the earliest available reconnection date was October 10, 2022. Ms. ******* released the call both times.
  
  On October 5, 2022, Ms. ******* contacted Stream's Customer Care department and asked to speak to a supervisor. Ms. ******* asked for a reconnection for the same day. The Care supervisor contacted AGL and was able to get a reconnection date of October 6, 2022. Ms. ******* declined and wanted a sooner reconnection and released the call.
  
  Later October 5, 2022, Ms. ******* contacted Stream's Customer Care department regarding a $10.00 late fee and request for reconnection. The Care agent informed Ms. ******* she was mailed a Disconnection notice, and Ms. ******* stated she did not receive a notice, therefore, the Care agent as a courtesy waived the fee. Ms. ******* was also informed that the next available reconnection date was October 11, 2022, Ms. ******* declined and released the call.
  
  On October 6, 2022, Ms. ******* contacted Stream's Customer Care department four times requesting a reconnection for the same day. On each call, Ms. ******* was informed that the next available date was for October 11, 2022. An escalation email was sent to the Quality team to contact Ms. *******.
  
  In conjunction with the escalation email, a Quality Specialist contacted Ms. ******* and received voicemail. The Specialist left a voicemail requesting a callback.
  
  On October 10 and 11, 2022, in conjunction with Ms. *******'s BBB complaint, a Quality Specialist contacted Ms. ******* and received voicemail. The Specialist left voicemails and requested a callback.
  
  Later October 11, 2022, Ms. ******* returned the call to the Specialist regarding her BBB complaint. The Specialist informed Ms. ******* that Stream mailed a Disconnect notice on September 14, 2022, for $46.24, however, then Ms. ******* then stated she told the Care agents that she did not get any notices and that Stream disconnected her in error. The Specialist attempted to explain that Stream mailed notices but do not have control over her US Postal Service delivering her mail, however, Ms. ******* did not want to hear any other details and stated she is no longer with Stream and disconnected the call. It is important to note that the Specialist was unable to explain that AGL has their schedule of available dates for reconnections and that she was offered the next available date which she declined on every call.
  
  We hope the above clarifies what transpired regarding Ms. *******'s disconnection 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

  Date:09/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 make a complaint on excessive billing I have been receiving for the last 3 months. I am on the "Simple Secure Plan" with Stream Energy. However, because of the extreme temperatures I was told they increased the charges for utility service and rather I'm on a plan or not it still effect my rate. My question is, how can I accept a secure plan and they are able to increase my service? For the last 3 months my bills for a 1500 square foot one story home with two people residing have been; August 441.23 September 572.71 and October 534.71. These bills are half of my set income. I feel I have been greatly over charged and would like for it to be corrected.
  

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Please see attached response. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are stating it's because of my home usage which is incorrect. I'm a single person in my home and I haven't or done anything differently that I've done all year long. Secondly I was told by their representative that they had an increase due to the heat and more energy being used around the state of Texas.Thirdly they mentioned a deferred payment. I was told if I didn't or couldn't make a payment my service could be terminated. So they advised me to be on a deferred billing payment plan. I'm on a set income as these bills are 40% of my income. This response is to protect their actions and I will now report them to higher authority!!!

• Initial Complaint

  Date:08/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 service with Stream Energy was disconnected with no prior notice from the company. They have my address, email address and phone number and made no attempt to notify me prior to service interuption. I have paperless billing option and have never received an actual email with a bill. The only time I will receive an email from Stream is after a payment and I receive the payment comfirmation. So they clearly have my email address and can contact their customers prior to disconnection of service and send my bill. The only way I can review the bill is to log on line to see it. Once I pay the bill they proceed to tell me that they cannot reconnect my service for 3 days. So I have to go 3 days without the ability to have hot water. I would like for them to make more effort and provide better customer service than they are currently providing. It is clear their only object is to collect money and not concern themselves with providing better service to the customers they are billing.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/02) */
  September 2, 2022
  
  Dispute Resolution Department
  BBB Serving North Central Texas
  1601 Elm Street, Ste 1600, Dallas, TX XXXXX
  
  Complaint: Billing or Collection Issues
  Acct: XXXXXXXXXX
  
  
  Re: Case No: 91677820 - **** *******
  
  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:
  
  Upon receipt of Mr. *******'s complaint, a Quality Specialist investigated the account and found the following:
  
  On June 28, 2022, Stream sent a final demand letter. The letter stated that the account had a past-due balance of $54.30 with a total amount due of $74.30.
  On June 28, 2022, XOOM Energy generated invoice # XXXXXXXXXXXXXXX for the service period of May 23, 2022, to June 22, 2022, in the amount of $135.44.
  o The invoice provided the following disclosure;
  Please be aware you have a previous balance on your account which is reflected on this bill. If your account is currently past due, please make a payment as soon as possible to avoid any disruption in your Stream Energy service. If you have already paid this amount, thank you for your business.
  On July 06, 2022, XOOM Energy sent a disconnection letter for the past due balance of $54.30. The letter stated that the disconnection would take place on or after July 20, 2022.
  On August 17, 2022, Atlanta Gas Light Co. (AGLC) processed the disconnection of services for the service address at *** ********** ** ******** ** XXXXX.
  On August 19, 2022, Mr. ******* contacted Stream's Customer Care Department to request a reconnection. The Agent provided a date for reconnection of August 22, 2022, from the hours of 8:00 AM to 12:00 PM.
  Later on, August 19, 2022, Mr. ******* contacted Stream's Customer Care Department to discuss his invoice delivery issue. Mr. ******* informed the Agent he does not receive his invoices or any communication from Stream. The Agent advised Mr. ******* that he was on paperless billing and switched Mr. ******* to physical mail as his invoice delivery method. Mr. ******* also inquired about an earlier date for his reconnection. The Agent checked AGLC's availability and informed Mr. ******* the only available appointment was on August 23, 2022.
  
  On August 19, 2022, a Stream Quality Specialist contacted Mr. ******* regarding his BBB complaint. Mr. ******* expressed his frustration regarding his disconnection and not receiving his invoices or disconnection notices. Mr. ******* also expressed that he believed it was unfair to rely on another company to process the reconnection. The Specialist advised Mr. ******* that the date when reconnections are scheduled is established by AGLC. The Specialist advised Mr. ******* that as a courtesy, Stream will waive the late fees, Disconnection Notice Fees, and reconnection fees. Mr. ******* agreed to the resolution.
  
  We hope the above clarifies what transpired regarding Mr. *******'s disconnection. 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

  Date:08/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 just found out today through my Pepco's bill that I have been charged by a company called Stream for the service that I have never signed.
  
  I have never signed a contract or know about Stream before. I got their number from Pepco, and I called them, but after a long wait, it brought me back to Pepco's customer service.
  
  I have been Pepco's customer for a long time. I get my electric service from Pepco, Pepco sends me a bill for their service, and I send them a payment. I did not sign up with any third party for electric or "Supply" service.
  
  Stream company is a scam. If Pepco is collecting payments for a third party, they should notify me before they insert it in their monthly bill. I want this service to stop and get refunds for all payments that were collected.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/09/01) */
  September 1, 2022
  
  Dispute Resolution Department
  Better Business Bureau
  2745 Dallas PKWY STE 200 Plano, TX 75093-8729
  
  Complaint: Unauthorized Enrollment
  Acct: XXXXXXXXXX
  
  Re: Case No: ******** - ******* *******
  
  Stream Energy Maryland, 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:
  
  Mr. ******* enrolled with Stream on February 3, 2018, through Stream's website. At the time of enrollment, Mr. ******* signed up for Stream's 8-month fixed price plan at a price of $0.0763/kWh for electric supply.
  
  Stream markets through the use of channel partners who engage independent representatives to promote Stream products and refer customers to the Stream website through warm marketing methods. Warm marketing is marketing to friends, family, and acquaintances. The independent representative is not allowed to engage in any cold marketing to people they do not know. Moreover, they are not allowed to enroll a customer but must send the customer to Stream's website for the customer to enroll on their own.
  
  On August 10, 2018, Stream mailed a contract renewal notice more than 30 days prior to the contract expiration date of October 8, 2018. The contract renewal notice advised Mr. ******* of the contract expiration date, Stream's fixed price plan information at that time, and the date Mr. ******* would need to contact Stream Energy to avoid the account defaulting to a variable price, month-to-month plan.
  
  A Quality Specialist reviewed the account after receiving Mr. *******'s Better Business Bureau complaint. The Specialist attempted to contact Mr. ******* but was unsuccessful at this time and a voicemail was left with a return number (XXX) XXX-XXXX to contact Stream Energy to discuss his complaint.
  
  On August 19,2022, upon receipt of Mr. *******'s complaint, a Stream Quality Specialist placed a drop transaction to the local utility for Mr. *******'s account. Mr. *******'s local utility accepted the account back as a returning customer with an effective return date of August 24,2022, for the electric service. Please note that the customer's local utility determines the return date. Stream does not have any input with regard to the return date.
  
  It is important to note that Mr. ******* has been an active and current customer for the past 4 years. Stream does not have many occasions where a customer asserts an unauthorized enrollment after being active and current on their bill for a period of 48 months. Mr. ******* was mailed a renewal notice to his service address, and additionally, the email and phone number on Mr. *******'s account matches what was provided in the complaint. Therefore, nothing in Mr. *******'s file has given Stream any indication that this was an unauthorized enrollment.
  
  We hope the above clarifies what transpired regarding Mr. *******'s contract inquiry. If you have any questions or need further information, please do not hesitate to contact us at ***************@mystream.com.
  
  Respectfully,
  Stream Energy Maryland, LLC
  
  
  Consumer Response /* (3000, 7, 2022/09/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have never received a mail or a phone call from Stream regarding enrollment or contract renewal notice since March 2018. After I filed complaint to Better Business Bureau a Stream representative called for first time on August 30, 2022 and left a message on my phone. I did try many times to call with the number (XXX) XXX-XXXX to contact Stream Energy to discuss the situation, However, they are not answering my calls.
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  September 16, 2022
  
  Dispute Resolution Department
  Better Business Bureau
  2745 Dallas PKWY STE 200 Plano, TX 75093-8729
  
  Complaint: Unauthorized Enrollment
  Acct: XXXXXXXXXX
  
  Re: Case No: ******** - ******* ******* (Rebuttal)
  
  Stream Energy Maryland, 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:
  
  Mr. ******* enrolled with Stream on February 3, 2018, through Stream's website. At the time of enrollment, Mr. ******* signed up for Stream's 8-month fixed price plan at a price of $0.0763/kWh for electric supply.
  
  A Quality Specialist reviewed the account after receiving Mr. *******'s Better Business Bureau complaint. The Specialist attempted to contact Mr. ******* but was unsuccessful at this time and a voicemail was left with a return number (XXX) XXX-XXXX to contact Stream Energy to discuss his complaint. It is important to note that Stream Energy has made multiple attempts to contact Mr. ******* to discuss his complaint but has been unsuccessful at this time.
  
  It is important to note that Mr. ******* has been an active and current customer for the past 4 years. Stream does not have many occasions where a customer asserts an unauthorized enrollment after being active and current on their bill for a period of 48 months. Mr. ******* was mailed a renewal notice to his service address, and additionally, the email and phone number on Mr. *******'s account matches what was provided in the complaint. Therefore still, nothing in Mr. *******'s file has given Stream any indication that this was an unauthorized enrollment.
  
  We hope the above clarifies what transpired regarding Mr. *******'s contract inquiry. If you have any questions or need further information, please do not hesitate to contact us at ***************@mystream.com.
  
  Respectfully,
  Stream Energy Maryland, LLC

• Initial Complaint

  Date:08/02/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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