American Transmission Exchange

When the customer scheduled the payment on the website there is a statement on that says “A payment of $xx.xx is scheduled for xx/xx/xx. The payment can be revised or deleted. No additional payment can be scheduled until this payment is processed.” The customer clicked on “update
payment” not schedule payment for the second payment. This updated the first payment it did not add another payment. The disconnect was valid

After a review of the account, the customer enrolled for electronic billing on 03/12/therefore her final bill was emailed to *** on 06/01/An additional copy of the bill has been emailed to the customer today (06/26/15)The customer’s account has been recalled from the
collection agency temporarily, to allow the customer to process their paymentIf the bill goes unpaid, it will be referred back to the collection agency

A review of the account, shows that a disconnect notice went out on 03/15/There was no returned mail for this customer. Our records indicate that payment was made after service was disconnectedOnce service is disconnected all customer must pay a security deposit for
reconnection of service. There will be no adjustments or refunds made to the account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
A zero Balance is a satisfactory resolution
Sincerely,
*** ***

A review of the account shows a $payment was received on 02/19/in addition to a $payment today (02/23/16)After the posting of the payment, the customer had a credit balance of -$however additionally we have reversed two late payment fees totaling $The customer now has a
credit balance of -$that will go towards the next billing statement scheduled to go out around 03/03/The disconnection notice has been cancelled and the customer's service is protectedWe apologize for any delays and inconvenience this may have caused the customer

A review of the account shows the account is coded “cash only” for payment method because of returned checks on 09/03/15, 09/23/and 09/25/The indicator will remain on the account for months from the most recent returned check therefore is set to expire on 09/25/In the meanwhile, the
customer may make payments in cash at a payment agency or the customer may process a debit or credit card payment however please note, if the customer opts to pay via debit or credit card there is a $convenience fee for each transaction. We apologize for any inconvenience this may be causing the customer and for their recent interactions with our Credit and Collections DepartmentIt is always disappointing to us when we have not provided superior to all of our customersPlease be assured we will be reviewing the customer’s concerns and taking any necessary corrective actions to better serve our customers in the future

Complaint: ***
I am rejecting this response because: It is a lie, the last rep I spoke to a customer service representative who had advised that they had a glitch in the payment portal website system which was being looked into and resolved. I made an on-line payment via my bank as stated on October 12, and the other payment they are speaking of was supposed to be done to Eversource portal. As I attempted to complete the transaction I received a "bright yellow error message with red symbol advising that the transaction did not process as their was a problem with their website. This has happened numerous times before and I was able to catch it and call in and cancel payment by calling customer service and advise them to cancel payment. This this time, I did not do so because I was advised the issue was resolved with the portal. Which apparently has not as the payment was removed without my authorization or knowledge
Sincerely,
*** ***

We work hard to improve our systems everyday

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

EVERSOURCE HAS NOW BECOME ONE COMPANY, BUT THE BILLING HAS NOT CHANGEDBILLS ARE STILL BILLED SEPARATELY. AFTER REVIEW OF BOTH ACCOUNTS, PAYMENT HAS NOT BEEN RECEIVED SINCE MARCH 18, ALL ACCOUNTS THAT ARE SHUT OFF FOR NON PAYMENT ARE REQUIRED TO PAY A SECURITY DEPOSIT IN ORDER TO BE
RECONNECTEDIN ORDER FOR SERVICE TO BE RECONNECTED, WE WILL NEED THE PAST DUE AMOUNT OF $AND THE SECURITY DEPOSIT OF $

Complaint: ***
I am rejecting this response because:They told me my account was protected because I had an appointment with my townThey then took it back and refused to accept responsibility of their agents actionsI was told multiple things by multiple peopleThey can't seem to keep one story straightIt was their agent wno told me I would be fine The fact that they had to call me back and I had to go through multiple agents, once again, just to be told they lied is extremely unprofessional
Sincerely,
*** ***

A review of the account shows the customer called on 11/10/to cancel service as of 11/30/Due to a landlord agreement, service was not disconnected however service was taken out of the customer’s name as of the date he requested (11/30/15)The customer called on 12/29/advising our Customer
Service Supervisor that his lease was until 12/28/therefore requested he be billed up to 12/28/instead of 11/30/which resulted in a balance of $owed by the customer (which was paid 12/29/15)The customer currently has a balanceEversource is not able to remove the charges incurred between 11/30/15-12/28/as the customer requested on 12/28/to be billed for that time period due to a dispute with the landlordIf the customer has any further billing disputes, the customer would need to be dispute them with the landlord directly

AFTER REVIEW OF THE ACCOUNT, IT SHOWS THE DISCONNECT NOTICE WENT OUT ON 08/21/2015. OUR PROCESS FOR RECONNECTION IS THE NEXT BUSINESS DAY, IF A CUSTOMER WANTS A SAME DAY RECONNECTION THERE IS A FEE OF $THIS FEE CANNOT BE WAIVED

Dear Revdex.com,Thank you for allowing the opportunity to provide a response. Eversource does not solicit. The caller is not Eversource

The customer set up a payment arrangement in February to pay $a month until 9/26/The customer had a balance remaining at the end of the payment arrangement. They used more than was forecasted. A new disconnect notice was mailed on 10/3/for $by 10/24/16. The customer did not contact Eversource prior to the disconnect date to make arrangements for the balance. The account was disconnected on 10/26/16. The customer made the payment required to reconnect and still owes $252.79. The customer can contact Eversource to set up an arrangement for the remaining balance

We apologize for any inconvenience this may have caused the customer however we do not reimburse for food loss as a result of a disconnection for non-payment

In Eversource installed a meter at this location that is read by remote access to a vehicle driving by once a month. This was prior to the customer living at this locationThe AMR meter project that was approved by the Public Utilities Commission that replaced all of Eversource meters with AMR technologyThe meter readings were not estimated

According to our systems our tech shut off the service at 12:10pm and the customer made payment over the internet at 12:14pm. The customer called us at 12:26pm to inform us that service was offIt stands that there will be no adjustments or refunds to the account

Complaint: ***
I am rejecting this response because: I have sent several unanswered emails to Eversource. My emails for a claim have been ignored
Sincerely,
*** ***

The customer will receive a call from both Eversource and *** *** *** so both companies may address any of the customer’s questions The customer can expect a call within to hours