American Transmission Exchange

Our records indicate that a disconnection notice was mailed to the customer on December 27, With no response to the notification or the required payment amount, the customer’s electric service was disconnected on January 18, The last payment that posted to the customer’s account
was on 09/06/
In order to reconnect service, a payment of the past due amount and a security deposit was requiredFor the above reasons, upon reenergizing the customer’s electric service, a total payment of $was required, which included the past-due amount of $and a security deposit of $This deposit will be held until the account establishes consecutive months of good payment historyThe expedited request to reconnect the customer’s service the same day carries an additional charge of $100.96, which will be billed to the customer’s account on the following billing statement

The customer’s meter is read on a monthly basis thru a device inside the AMR meter (Automatic Meter Read) called an Encoded Receiver/Transmitter (ERT) which sends out a radio signal to capture the monthly meter readingA mobile (drive-by) meter reader drives down the street to collect the radio
read from the customer’s meter. The readings are sent electronically to our computer system to determine the customer’s monthly bill Since our meters are read electronically and not directly read by a person unfortunately we are unable to leave a monthly slip for the customer. The meter readings are shown on the customer’s monthly billing statements and indicates the total kilowatt-hours used during the billing cycle

Thank you for taking the time to express your concernsIn the event a customer's service is turned off for non-payment, we require the customer to pay a security deposit to have their service restoredIt is to offset a potential loss should the customer leave an outstanding bill
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% interest
As a courtesy the $deposit will be waivedIn addition, a reconnection order is scheduled for today
We apologize if the customer received anything less than adequate serviceIt’s always disappointing to us when we have not provided superior service to all of our customersThank you again for taking the time to express your concerns

A review of the account shows that the gas was turned on. The customer needs to have a plumber come out and look at the boiler

A review of the account shows the termination notice was sent to the customer on June 24, 2016. 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 07/13/
In the event a
customer's service is turned off for non-payment, we require the customer to pay a security deposit 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% interest

Dear Revdex.com: Thank you for allowing the opportunity to respond to *** ***s complaint of a high bill. Due to the extreme cold temperatures experienced in our region during the winter of 2017-electric and gas bills have been higher than average. Outside
temperatures affect our consumption of electric usage because our heating and cooling systems must operate longer and harder to maintain comfortable inside temperaturesThe customer’s bills have all been based upon actual meter readings and represent the true consumption registered on the meter. The meter was tested on January 29, and tested accurately. The bill represents electricity which has been delivered through the meter and used in some way on the premisesIf I can be of additional assistance regarding this matter, please contact me at ###-###-####Very truly yours, Mary Ellen M*** Regulatory Relations Specialist

AFTER REVIEW OF THE ACCOUNT, THE REPRESENTATIVES EXPLAINED TO THE CUSTOMER IT WOULD BE THE NEXT AVAILABLE DATEWHICH IS JULY 6, 2016. EVERSOURCE DOES NOT DO SAME DAY SERVICE

After review of the account, it shows that an explanation has been sent to the customer numerous times
Generation service charges - the price for the production of electricity (by an electric supplier)This is the only portion of your bill that is open to competition or choice
Transmission
charge - the price for delivery of electricity over high voltage power lines from the generation company to the distribution company
Distribution customer service charge - based on the costs associated with connecting a customer to the company's distribution system including the service connection and metering equipment
Distribution charge - the price for delivery of electricity over poles and wires to homes or businesses (by your electric distribution company)
Competitive transition assessment (cta) - the part of a consumer's electric bill that lets the electric distribution company recovers stranded costs
*** delivery charge - the charges imposed by iso New England to maintain a stable electric distribution system in New EnglandState and federal laws require electric customers to pay for fmcc
Combined public benefits charge - the charge is a combination of conservation & load mgmtcharge, the renewable energy investment charge and the system benefits chargeThe funds are used to support cost effective energy conservation programsThe p.u.r.aapproves all programs under this fundThis fund also goes to the renewable energy investment fund, which promotes the growth, development and sale of renewable energy sources

A review of the account shows the billing statements dated 01/15/and 02/02/were based on actual meter readings off the gas meterBased on the information from the customer, the heat and hot water were not working properly during the above time frameThe malfunctioning of appliances is
considered an internal issue that needs to be discussed with the customer’s landlord as Eversource is not responsible for any equipment beyond our meter
In regards to the customer’s electric bill the customers balance is $of which $was usage from 01/05/16-01/15/and $(from 01/15/16-02/12/16)The charge of $was a corrected bill as the 1st bill the customer received on 01/15/was for $(which was based on an estimated reading)The total charges of $171.05 are based on actual readings

The customer's concerns are being reviewed and someone will contact the customer as requested

After a review of the account, the account shows a termination notice was sent to your service address on 11/27/The termination notice was for the amount of $due by 12/13/to avoid a terminationWe have no record of any return mail from the postal service and no record of a payment
agreement established on the account prior to the termination date of 12/22/
In the event service is turned off for non-payment and you do not have verification of hardship, we require you to pay a security deposit and the delinquent balance to have service restoredThe 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 standard billing account annually in January @ 1.5% interest
As a one-time courtesy (per our conversation today), the $security deposit payment has been applied (credited) to your monthly billing account and will be used towards any future charges incurredThe $reconnection fee has also been waivedA new bill was generated today (12/23/15) for $(for electricity usage from 11/25/to 12/22/15) of which was deducted from the $security deposit credit therefore the remaining credit balance on the account is $In the future, if you are unable to make full payment on your account, please call our Credit and Collection Center to discuss payment arrangement options to avoid a termination of service
We sincerely apologize for any inconvenience this may have caused you this holiday seasonWe appreciate you bringing your experience to our attention so we can better serve our customers in the future We value you as a customer and will be taking the appropriate measures with our representatives by providing any necessary coaching and/or training

The phone calls were reviewed and the representatives advised the customer that she still had a balance on the account even after the payment

Complaint: ***
I am rejecting this response because: Eversource did not provide cost estimate comparison for connecting the power from the back of the house where there are no trees and a power line is more secureCurrent and proposed power lines would run between a group of densely populated with trees and branches violating 8' rule Eversource ignores whenever possibleA proposal of drilling on the ledge of a hill to overcome the obstacle and meet height requirement is dangerous and my homeowners insurance will not coverAttaching powerline to the roof is keeping us awake at nightAll private licensed electricians flatly rejected itUsing monopoly power with every customer does not solve any problems.Drilling in the ledge is superbly more expensive than running power from the back without obstacles, according all experts in the field
Sincerely,
*** ***

Dear Revdex.com:Thank you for your inquiry regarding the claim of *** *** As the customer’s complaint states, Eversource has offered to reimburse the customer for repairs to the refrigerator made by a qualified technician of her choosing. In addition, we have offered to
reimburse her for food loss that does not exceed $300.00. However, for food claims over $receipts are required. In order to receive reimbursements for this claim, *** *** needs to make a claim for the $worth of food loss without a receipt or provide a receipt for food loss over $and the receipt for the refrigerator repair. The receipts can be scanned and e-mailed to *** or sent through regular mail to: *** *** *** *** *** *** ***e, *** ** *** Thank you for allowing the opportunity to provide an explanation. If I can be of additional assistance, please call ***Very truly yours,Regulatory Relations Specialistll us why here

The customer made an arrangement after receiving the disconnect notice on 7/24/when the collector was in the field She broke the arrangement when she did not make the first payment She did not call Eversource until the time of disconnection when the collector was in the field on
8/7/The account was already disconnected when the customer called in We do not protect an account for an agency appointment once they are in the field The customer should have called the agency back to let them know that she was disconnected for an emergency appointment

Eversource would still be the distribution company but a customer can enroll with a competitive supplier The NH Public Utilities Commission could provide further direction regarding competitive suppliers They can be reached at ###-###-####

Dear Revdex.com: Thank you for allowing the opportunity to provide an explanation regarding the complaint of *** ***. The customer is not enrolled in the paperless billing or automatic payment services The payment history shows that the customer made a payment
through her bank’s web site on October 16, 2017. Then on October 30, the customer logged onto Eversource’s website and went through a multiple question process including providing bank routing and checking account to authorize a paymentThe final process of submitting a payment is to click on the “process payment” button. The payment was authorized. The customer is not enrolled in paperless or automatic payments and the payment screen only allows a scheduled payment for that dayIf I can be of additional assistance, please call me at ###-###-####Very truly yours, Mary Ellen M*** Regulatory Relations Specialist

A review of the account shows that a refund check has been mailed to the customer

In the event a customer's service is turned off for non-payment, Eversource requires customers to pay a security deposit in addition to the delinquent balance to have service restoredThe 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% interest
Eversource is mandated by state regulators therefore the collection of security deposits has the approval of the Public Regulatory Utilities Authority (PURA)

The deposit of $is not eligible for refund at this timeThis deposit will be held until the customer’s account establishes consecutive months of good payment history