I have been a valid customer of Stream Energy for seven months or so and I have NEVER paid late nor have I EVER made ANY non-payments.
This all happened when I called Stream Energy to notify them of my move from one apt ot the other. I let them know that I would like to transfer my services to my new apt. And they were to disconnect my services at the old place in the beginning of July and turn on power at my new address by July 2nd. When I got to my new place like any transfer of services it takes a little time until you receive your first initial bill. Well it was towards the end of August that I realized I hadn’t seen a bill from Stream Energy…I had paid my first cable, water and trash, internet and phone bill but I still hadn’t received a light bill. So I called Stream Energy and the customer service rep told me that they had indeed been sending the bills to my old address. He told me that he would correct the information on the computer and I should go online (he gave me the account number because I didn’t know what it was…due to the fact that I hadn’t received a bill) and make a payment. He was very rude and I just didn’t pay any mind to it.
When I went online to make a payment the amount was for $20 I owed at the old apt. After I paid the amount I then entered my account again thinking it would bring up the current charges for my new address and it didn’t. Matter of fact it showed a $0 balance was due. When I checked my mail two days later I saw my first bill (the one enclosed) and I set out to pay the full amount of $256.20 on the 15th of September (that is when I get paid). But by September 8 my lights were disconnected without warning via mail, via telephone or via email that my service would be disconnected. I have made several attempts to call Stream Energy all to which have failed…spending at least over a total of 3 hours on Tuesday and Wednesday on the phone (on hold more than half the time) with a customer rep to talk about the problem at hand.
I spoke with Antonio, Sergio and Carla (who hung up on me) to try to get someone to turn my lights back on and all attempts failed. The reason they would not assist me was because they said it was the post offices fault for not sending me the bill. Now if they had all my information and actually serviced my new apartment and disconnected my old apartment and never sent me a bill to my new location but the old location how can you blame that on the post office or me? Then they NEVER sent me a disconnection notice but yet again blamed it on the post office. I have not received any notification from them besides this bill which clearly states that I do not owe them money until 9/17…so why in the world was my lights turned off? This is coming from a person who has ALWAYS paid her light bills effectively and immediately with NO late or non-payments.
After several attempts I did speak to a man who was willing to help named Francisco and I made the payment (which I had never contested against) of $149.16 (confirmation # 411849589) and he indeed told me it was Streams fault and they wrote on the computer that it was an “un-initial mishap” but I would need to speak to a supervisor to put me on the “priority” list to get my lights turned on immediately since it was their fault. So I held on and yet again was put on hold for over an hour. No one was willing to assist me! It has been two days and I have no lights in my house and I think that this whole fiasco is unheard of. ALL my food is rotten and I just spent over $200 on a month’s supply of food and drinks and this needs to be reimbursed to me from Stream Energy. I never even received an apology for their actions. I can not make payments if I do not receive an invoice and my email account says I owe nothing. I never objected to paying I just need my lights on and to be reimbursed for the food that has gone bad at my apartment. I have no money for food nor shelter and they do not care. I have been a loyal customer and they are making me suffer for a situation they caused. This is a disgrace and Stream Energy NEVER tried to correct the situation but blamed me for lack of payment. I should not be held accountable for paying a reconnection fee or late charges or anything to that matter.
0 comments