My mother called me at 2:30pm yesterday (February 20th, 2009) to tell me the electricity was out at our home. She had tried calling Oncor to report an outage. There was no outage. Called Stream, who told her that we had been scheduled for shut-off due to non-payment. I told my mother to come pick me up since I was at lunch with my "Ignite Team and Upline." The account is in my name, I felt I needed to come home and call Stream.
In a phone coversation with a Stream rep, I explained that I had made this payment and the payment for my daughter's home on February 4th, online. The payments had cleared my bank on February 5th. (Both accounts are in my name.)
The Stream Rep checked and both accounts were showing non-payment. (Thankfully my daughter had recently moved or she would have been in the dark also.)
Anyway, the rep stated that "Stream would investigate and restore power within 24-48 hours."
I told her, "The payment cleared on February 5th. I had not received a "late" or "shut off" notice for either account. I can fax you proof of payments."
After a little back and forth, with me expressing my need to go to my bank, the electricity is off, in order to provide proof before 5 pm, the rep tells me that after I fax the bank's info, I need to contact Stream Energy and let them know that I had faxed proof of my payments and request that someone investigate this.
"OK." I said, and asked, "How long after that will it be before my power is back on" (I needed to plan for my mom and children.)
Stream said, "It will still take 24-48 hours for us to investigate and restore your power."
Out of PURE DESPERATION, I said, "But, I'm an IGNITE ASSOCIATE!!!"
Stream replied, "Ma'am, we treat all our customers equally." (Talk about RUDE awakening).
Sidenote: today, Saturday, February 21. 2009, there were various Ignite and Stream reps on the stage of "Ignite 2009 - Together We Can", stating how they were a "partnership".)
The only help my managing director had offered earlier were comments like, "Did you pay your accounts on both houses? Maybe it's supposed to be the other house." and "Let me look at your bill."
My thought was, "How is "looking at my bill" going to help?"
When I got off the phone with Stream, at home, my mother asked, "Can I call TXU?"
I told her, "Do what you need to get the lights on. I'm headed to the bank."
My mother and I live together because I'm a recent widow with young children.
My "team" member, who had brought me home, offered to take me to the bank.
My mom called me while we were at the bank, "TXU said they would send someone out by midnight.
It was 4:30ish.
At 7:30, while frustatingly trying to find things my children would need overnight, ONCOR showed up. I had been preparing to pick up my children, who had been at McDonald's for 3 hours with my mom, and take everyone to a hotel or friend's.
Today was the second day of "Ignition 2009 - together we can". I went back just to see what would happen. Besides, I had already paid my $99. If my "managing" director even attempted to help, she didn't say anything. Only commented that, "You need to apologize to ....."
Apparently, my attitude offended from the previous day had offended one of my fellow "team members".
(Note: my "managing director is directly under Presley Swagerty.) Back to "Ignition 2009 - together we can" today......
I kept leaving my seat to wander the halls at the Dallas convention center. My stomach can only handle so much. On one of my walks, I managed to enter the backstage area. I could see Chris Dumhoff through a doorway about 15 feet into the room.
With my hand extended, bypassing the gentleman I believe was security, I walked into the area saying loudly, "Hi, Chris." Pleasant smile on my face.
Chris Dumhoff turned towards me. He starts walking towards me, smiling. His hand extended saying, "Hi. You are?"
I stated my name, and then started telling him my saga, that smile dropped like a 10-pound hammer and as he looked around he says, "Let me find someone to help you." (My thoughts were, "If you, the "founder" can't help me...."
Anyway, he latched onto Carmen Henri.
As Carmen and I were talking, Michael(?) Tacker, Director of Field Operations for Stream, walked up and joined us. I told them what had happened.
Mr Domhoff was nowhere in sight.
I expressed my frustrations. I pointed out the fact that I was thankful that this had not happened to my friends or relatives, had they signed up.
N0TE: Every Ignite meeting I've been to: stresses asking your friends, relatives, and people you have a "good relationship" with to be your "customer". Don't ask the people you know who are "always down and asking for a hand." (Donny Anderson and others have made statements to this effect.)
I pointed out to Mr Tacker and Ms Henri that my experience with "customer relations" in other businesses, whether working for someone else, profit and non-profit, or myself (I do data-entry out of my home as a sub-contractor.), I know the meaning of "customer service."
Mr Tacker agreed with me when I said, "This is a QUALITY CONTROL problem."
He remarked that would look into it. Ms Henri took my name and address. Mr Tacker said something about compensation. He didn't specify anything but I have the feeling he's only talking about not charging me a reconnect fee because I repeated the fact that TXU had sent Oncor out to restore power not STREAM.
Ms Henri had tried to correct my statements, "TXU restored my power at 7:30 last night." by saying, "ONCOR restored your power."
To which I replied, "Only because TXU sent them, Stream needs to "investigate" before they can do anything......"
It's after midnight now and still......no one has contacted me.....
Fort Worth, Texas