Disconnect Reviews


Disconnect Fees and Problems (320 reviews)



Indifferent employees, slow response, random disconnects, bad billing.

(1.6 / 5)

  This the worst customer experience of any service, bar none, I have ever experienced. From navigating their website, to speaking with people directly. The indifference oozes from these people. Their employees have all the passion for helping people of an IRS employee.

For months I attempted to get my bill's due date moved two days later, so I can pay it on the day I get paid. It was a simple "help me give you money,' kind of thing. Not rocket science.

This a pretty common, simple request any utility provider will accommodate. But not for these people, this is like asking for China, or to move a continent. It took five months to accomplish this, meanwhile I'm getting late charges every month that I have to contend every month. Each time the excuse is "it's an automated system... it does that when you don't pay the whole bill every month." Yeah people, get my bill right and I'll pay the full amount.

One time I asked them to reverse an automatic debit because it was grossly off and I couldn't afford to pay them twice that month. They said they couldn't do that, and to call my bank. OK fine, so I did it through my bank. A month later I called them up to inquire about what was the 2nd or 3rd "accidental" disconnects (which they charged me for, mind you) and they asked me if I'd like to pay my $330 electric bill for my 1100 sq ft apartment. Apparently, when rejecting a payment through your bank, their system blacklists your payment method. Now each payment gets rejected every month. It's either this, or pay their $2.95 payment over the phone fee every month, on top of their ridiculous charges. I'm not destitute, but it's the principle.

So I cancelled the service August 30th, and knew I still had a last invoice. So I found out it was two; one for my regular bill, the other for a reconnection I got charged for they were supposed to wave. So once I learned that my last payment was rejected (Sept 18th) I send them a check. I look online to see if it was received, and it was credited to my account.

So I call to make payment arrangements, and the kid on the phone tells me they received my last payment on Oct 1st, and sent me to collections on October 15th, and kept pushing me to call the debt collector. I asked his supervisor what would happen if I walked across the hallway (their in my business complex) and made a payment, and he said it would still be in collections with a zero balance with the other company until I pay it through them.

So after 14 years of paying my bills on time, I now have a mark on my otherwise perfect credit, all because I was dumb enough to give this company my business. This company has absolutely NO desire to work with, accommodate, or even provide reasonable service to their customers.


Biggest mistake I've made in a long time. This is the worst company to do business with, hands down.

Mike H.
October 18th, 2012

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Stream Energy


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Worst Service Ever!!!

(1.6 / 5)

  My husband and I have had their service for a few years with no problems until our last move. I had called a week ahead and scheduled our connection date at our new house and was given a confirmation number. Apparently, they can just come up with a random number because as soon as our landlord disconnected his electricity, what do you know, we were in the dark. Had it been just me and my husband we probably wouldn't be as irate as we were but having 2 children in the house, one only 3 months old, we were super pissed!

They apparently do not have the technology to send out an emergency order to Oncor either. So after 2 hours of yelling at them demanding my power be connected I got an "I'm sorry for the inconvenience but there is nothing we can do." The best part is after being told we will have $50 credited to us on our first invoice and then calling back once already to have the credit applied, I got a disconnect for non-payment notice.

The cherry on top was when I called back today to have the credit applied (again because it wasn't applied the first time I called in about it) I was told by a complete moron that I would have only been credited the $50 had I been originally been charged a priority connection fee. Which the credit was given for the inconvenience of not having service and nothing to do with a priority connection fee. Well it took at least 5 minutes of me demanding to speak to a supervisor before she actually transferred my call, which the entire time she claimed that it was impossible to transfer my call. I'm pretty sure she wasn't the only person in the call center that day!

Once I was on the phone with the supervisor, who apparently can read the notes on my account correctly, he applied the credit and was as nice as can be. He told me that anytime a supervisor has to take a call like mine that they review it with the first rep that answered the phone and assess how they could have handled the situation better. I don't know if literacy is required for their reps but maybe they should brush up on their reading skills.

Emily
June 5th, 2012

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Stream Energy


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Disconnected & Billing issues

(1.6 / 5)

  My services were disconnected yesterday when I got home for no reason at all! The customer care department stated that there was an move out order placed on my account, which is not true my contract was up on the 20th and I didn't renew yet because I'm moving and wanted to make sure that they service my area first. I called to see if they did service my new address and I was told yes, however I later found out by Garland utilities that they didn't. I stated to the rep at least 3 times that I just wanted to confirm, that was all I was doing. The level of customer service I received was terrible! I'm 7 months pregnant and had to sleep in the cold and maneuver through my home with no electricity for me and my family which consists of two children ages 4, 5 and my husband. My food in my fridge is bad now and Green Mountain could care less.

DRY
December 28th, 2011

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Green Mountain Energy


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Beware of AMBIT billing practices.

(1.6 / 5)

  If you miss a month's payment, the unpaid balance will not appear in subsequent bills until after your power has been disconnected and you get charged a hefty re-connection fee, security deposit, and your introductory rate is replaced with the AMBIT "standard" rate. I missed my June payment, but when the outstanding balance did not appear in my July or August electric bills, I erroneously assumed that it had been paid. My error cost me several hundred dollars. I also lost my introductory rate. I had reservations about signing up with AMBIT because of on-line reviews I had read, but I did it as a favor to my neighbor. Fortunately, I only have two months before my contract is up and I can switch electricity providers without further penalties. I was wrong in missing my June payment, but I think that AMBIT's practice of not rolling over outstanding balances is dishonest. They make it very easy to default. Buyer beware!

Mark Keehn
September 7th, 2011

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Ambit Energy


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