American Transmission Exchange

We are very sorry to hear the customer received less than adequate serviceThe total charges on all customer bills include both supplier and delivery chargesThe supply charge is broken down into two charges, the Supply Charge and the Sales Services Charge The delivery charge is broken down into four charges, to include a Customer Service Charge, Delivery Charge, SER Mechanism and Conservation Adjustment Mechanism Charge The customer can find a brief description of each individual charge shown under the Supply and Delivery Services Detail on her bills below: Supply Charges Detail: Supply Charge: The total purchased gas cost of each unit of natural gas Sales Services Charge: The rate associated with the recovery of on-site production and storage plant associated with the provision of gas supply, as well as certain gas supply- related asset costs Delivery Charges Detail: Customer Service Charge: The basic cost of providing service, such as metering, meter reading and billingA flat rate that depends on customer type (e.g., non-heating vsheating) Delivery Charge: The charge to deliver natural gas through the [redacted] distribution system SER Mechanism Charge (System Expansion Reconciliation Mechanism): The SER reflects the surplus or shortfall in the amount collected by Eversource to expand natural gas distribution in [redacted] Conservation Adjustment Mechanism: Funds the expansion of conservation programs and to make them available to all customers, not just income-eligible customers Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted] yWe hope the customer finds this information helpfulAs a reference the customer may refer to our website for further explanation of charges at [redacted]

Complaint: [redacted] I am rejecting this response... because:When I spoke with the representative from the company, she told me the alert was sent via phone call and now it's said it was sent via text, neither of which is true. The only text I received was sent to me after the power had gone out and my husband went online to report an outage. In fact, when he called the business he offered to send them his itemized phone bill to show that no call or message had been sent or received prior to the outage, despite the company having knowledge the day before; they declined his offer. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The company has jacked up my rate by close to 50% based on a disputed past due amount of only $The [redacted] program is designed for people facing financial hardship and all they have done is reduced my rate from $to $a monthThis cannot be remotely considered a suitable reduction based on my history of $105/months payments for the past few yearsI cannot afford $145, yet if I don't pay I get cut off which is straightforward blackmailAny dispute has to be resolved and the fact that the company refused to address the matter I should not be penalized and face a 50% increaseThey are just manipulating numbers and excuses to justify their outrageous rate hike and should be stopped, fined and penalizedThey increased their rates, approved by the State, so it appears that my use has increased based on the new cost for service and supplyThis is a bogus smoke and mirrors trickWho else gets the right to force an increase of 50% per year? I wish I could get such a raise, when the LEI is only 4%.Something must be done to rein in Eversource from continuing these outrageous rate increases Sincerely, [redacted]

A review of the account shows termination notices were sent to the customer on 06/26/and 07/17/for a disconnection date of 07/24/for the amount of the customer’s delinquent balance of $ When the customer attempted to process a payment on 07/26/the termination was already pending on the customer’s account therefore the customer was unable to pay by phone or on the website and was directed to call our Credit and Collection center today, 07/27/to process paymentWe apologize for any inconvenience this may have caused you The termination notices are computer generated and are not based on business daysThe 1st disconnect notice reflects a disconnect date that is days from the mailing dateThe 72-Hour Notice (Final Appeal) are sent days after the first disconnect notice is sent and will have a disconnect date of days from the 72-Hour Notice mailing date

AFTER REVIEW OF THE ACCOUNT, IT WAS EXPLAINED TO THE CUSTOMER THAT HER NUMBER COULD BE PLACED ON THE ORDER, BUT THERE WAS NO GUARANTEE THAT THE TECH WOULD CALL BEFORE HE CAME TECHNICIAN'S DO NOT CALL WHEN IT IS RECONNECT ON A SHUT OFF FOR NON PAYMENTIT IS EVERSOURCE'S POLICY TO CHARGE WHEN A TECH IS ROUTED TO THE CUSTOMER'S HOME THERE WILL BE NO CREDIT OF THE RECONNECT FEE

From: [redacted] [mailto: [redacted] ] Sent: Monday, September 25, 10:AM To: [redacted] Subject: Complaint [redacted] Prior to your processing of my complaint [redacted] about the Eversource [redacted] program I was contacted by the business to let me know that a check for the $enrollment incentive would be sent out at the end of OctoberI had hoped to contact you before you forwarded the complaint to the business because they are now trying to resolve the issue

A billing and payment history have been sent to the customer again. Eversource mailed the disconnect notices and they were not returnedA supervisor cannot always be available for a live transfer. The callback system is in place and calls are returned within hours. The disconnect was valid and the disconnect notice will not be waived

Dear Revdex.com:Thank you for providing the information regarding this complaint Eversource has contacted the customer and resolved the issue. If I can be of additional assistance, please contact me at *** Sincerely,*** *** ***Regulatory Relations
Specialist

Complaint: ***
I
am rejecting this response because: the issue was with the handling of the disconnect and the cost of the chargeEversource refused to work with and forced me to pay the entire $which for any middle class person is a hardshipThey left me without power for two days in below freezing temperatures with animals and children in the house with absolutely no concern for well being of anyoneI had to spend an additional $for two nights in a hotel room because power doesn't go on until the next dayEversource has no compassion or concerns for their customers If the person at Eversource had read my dispute more carefully they would have seen the request was for the refund of my hotel costsIt is completely ridiculous that they charge $to turn back on electricity, who knows where that money even goesAnd I did make payment arrangements online prior to disconnection which were conveniently not found at the time I calledOne was set up for a day after service was turned offI won't make that mistake again So whomever is reading this at Eversource should consider the way the entire situation was handled, with no compassion or understandingIf anything had happened to people, anymore any damages incurred to my home as a result of this you can be assured there would be legal action taken
Sincerely,
*** ***

A review of the account shows the most recent billing statement dated 02/04/was for $of which was based on an actual meter readingThese charges include electricity supply services of $and delivery charges of $Supply Services (generation charges) are the charges associated
with the amount of electricity the customer uses (the flat rate of $multiplied by the amount of kWh)The delivery charges include the price for the delivery of electricity from the generating station (supplier) through the distribution system (substations, transmission lines, distribution lines) to the customerThese charges are also multiplied by the amount of kWh the customer uses within the billing period
Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the Public Regulatory Utilities AuthorityThese charges are also subject to changeFor example, by state law, the supplier charges will either increase or decrease every months (effective Jan 1st and July 1st). As part of deregulation the customer has the option to choose their electric supplier, which means the customer can opt to change to a third party competitive supplier of their choiceIf the customer is interested in this option please visit energizect.com for a listing of third party suppliers
Looking at a history of the customer’s account, the customer’s usage has significantly decreased from prior yearsThe most recent billing statement reflects that the customer is averaging kWh per day vsFebruary and the customer was averaging kWh per day therefore using almost kWh less per day then in the past

AFTER REVIEW OF THE ACCOUNT, IT SHOWS THAT WE RECEIVED THE CUSOTMER'S DOCUMENTATION ON 06/07/2016. THE RECONNECT WAS ISSUED FOR THE NEXT DAY AS WE DO NOT RECONNECT SAME DAY. OUR POLICY IS FOR NEXT BUSINESS DAY RECONNECT

*** ***
I am rejecting this response because: you don't know what other utility companies may or may not guaranteesolar wont have this issue Computer broke due to your service, fix asap
Sincerely,
*** ***

A review of the account shows the termination notice was sent to the customer on May 4, 2015. We have no record of any return mail from the postal service and no record of a payment agreement established on the customer’s account prior to the termination date of 05/27/
In the event a
customer's service is turned off for non-payment and they do not have verification of hardship, we require the customer to pay a security deposit and the delinquent balance to have their service restored
The amount of the security deposit is calculated based on the two highest consecutive bills from the past yearThe average from those two months is then recalculated for a day periodThe deposit is held until the customer establishes consecutive months of good payment history (no late payments) Accrued interest is automatically applied to the customer’s standard billing account annually in January @ 1.5% interests
As of today, 06/01/2015, the total balance is $362.04. In order for the gas to be reconnected we would need the past due amount of $plus a security deposit of $575.00, totaling $We are unable to waive the security depositOnce payment is made, a reconnection will be issued for the next business day of which a reconnection charge will also be assessed and applied to the account

Dear Revdex.com:
Thank you for allowing the opportunity to respond to *** *** inquiry regarding the electric service provided to * *** *** *** *n C*** *** *** *** *omplaint is that he received a September electric bill for a cost of $
The
September bill is comprised of the outstanding August bill of $and the September bill of $for a total cost of $212.69. The August bill was unpaid and the balance was carried into the September bill
If I can be of additional assistance, please call me at 7***
Very truly yours,
M*** *** ***
Regulatory Relations Specialist

To request a call recording, the customer would need to submit a subpoenaThe subpoena can be sent to the following mailing address:
** ***
*** *** ***
*** **
*** ** ***

Complaint: ***
I am rejecting this response because:It is not my fault that the online payment system does not work as it should, AND eversource sends out false-positive e-mail messagesNO PROOF has been given to me that I entered the information wrong onlineI still believe that the online system screwed it up, or a human re-enters information, and human intervention screwed it upIf eversource can PROVE that I was the one at fault by providing me the routing info/checking account info I entered, than I can accept that the mistake was on my end, and not theirs.Even if the mistake was on my end, it still does not warrant extorting me out of a "security" depositI don't have to give my dry cleaner a security deposit before they clean my clothesI don't need to give a security deposit to my internet service provider before they provide internetWhy is that the electric company wants to extort money out of its customers? Eversource already stopped being douhebags to residents of New Hampshire, why did they not stop the mob tactics in CT at the same time? Just because shady politicians gave you the green light to do it, does not make it rightGuaranteed, if people in my area had other electric supplier choices, nobody would be a customer of eversource once they found out that they would be required to hand over extortion money.Attached are the two e-mails I received "confirming" my paymentBTW, not a single e-mail from eversource saying that the payment was denied/not processes successfully

AFTER REVIEW OF THE SITUATION, THE CUSTOMER CAN GO ON OUR WEBSITE EVERSOURCE.COM OR CALL *** TO FILE A CLAIM FOR THE DAMAGE

Complaint:
I am rejecting this response because: I paid the bill and the electricity was disconnected after I paid the bill
Sincerely,
Kristine Callender

A review of the account shows that a disconnect notice was mailed out on 03/22/Without any payment or payment arrangements service was disconnected. All customer's that are disconnected for non- payment are required to pay a security deposit. There are no exceptions. There
are no identifiers on the account that show there was a condition in the homeThere will be no adjustments at this timeThe security deposit can be returned with months of good payment history

The customer was billed for usage from 2/2/through 3/2/for $188.80. He paid this over the phone to Eversource on 3/30/and posted to the account on 3/31/17. The customer closed his service on 4/1/17. The billing from 3/2/through 4/1/was $180.05. The final bill
was mailed to the customers forwarding address on 4/3/and remains unpaid