American Transmission Exchange

Our records indicate that the call came in on 05/25/at 12:12pm. The reconnect was scheduled for the earliest date possible and due to the holiday weekend that was on 05/30/2017. All customers that are shut off for nonpayment are required to pay security deposit for reconnection. There will be no adjustments or credits issued

Complaint: ***
I am rejecting this response because: EVERSOURCE HAS NOT CHANGED ITS POLICY IN REGARDS TO SHUTING OFF ITS CUSTOMERS LIGHTSTHEY ARE ABLE TO SEND TEXT MESSAGES ABOUT POSSIBLE POWER OUTAGES BUT CANT DO THE SAME FOR SHUT OFF NOTICES? THEIR ONLY MINIMUM REQUIRMENT TO SHUT OFF ELECTRICITY IS MAILING A SHUT OFF NOTICEMINE APPARENTLY GOT "LOST IN THE MAIL" THEIR SHOULD BE HIGHER MINIMUM REQUIREMENTS TO ATTEMPTING TO ALERT THEIR CUSTOMERS OF A SHUT OFF NOTICEIM VERY EASY TO REACH ON PHONE, EMAIL, TEXT MESSAGE AND NEVER RECIEVED ANY COMMUNICATION VIA THESE OPTIONSHAD I KNOWN I HAD A DISCONNECT NOTICE I WOULD HAVE IMMIDIATLY PAID IT
Sincerely,
*** ***

Revdex.com:
I have found only part of the response to be accurateI used the account number that was issued to meThe power company filed the payments under the old account number, not the new one.
Sincerely,
*** ***

After a review of the account, there is no record on the customer’s account that we received the necessary paperwork to complete the fraud investigation process
The customer can contact the receivables recovery department at *** for further assistanceRepresentatives are available
Monday through Friday, from A.M to 4:P.M

Dear Revdex.com:
Thank you for your inquiry regarding this account. Eversource experienced equipment malfunction and performed temporary repairs. After the investigation was conducted during the outage it was determined that additional work was needed to repair the
infrastructure
Eversource did perform subsequent maintenance work and the repair was completed
Thank you for allowing the opportunity to provide an explanation
Very truly yours,
Mary Ellen M***
Regulatory Relations Specialist
Eversource
*** *** *** ***
*** ** ***
* ***
* ***

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,
*** ***

WHEN THE ACCOUNT WAS REVIEWED THE PAYMENT HISTORY WAS ALSO REVIEWEDTHE NOTICE WAS NOT RETURNED TO THE COMPANY. THERE ARE ALSO BILLS THAT GO OUT EVERY MONTH WITH BALANCE INFORMATION ON THEM. PHONE CALLS TO CUSTOMERS ARE A COURTSEY AND WE PLACE THEM WHEN WE CAN. THE PHONE CALL WAS ALSO REVIEWED, WHEN THE CUSTOMER ASKED TO SPEAK TO SUPERVISOR SHE WAS INFORMED THAT ONE WAS NOT AVAILABLE AT THAT TIME, THE CSR DID NOT REFUSE THE CUSTOMER

All customers whose service is disconnected for non- payment are required to pay a security deposit. The deposit can be returned with months of good payment history

After a review of the account, the account shows that the customer’s service was to be terminated on 11/16/due to the delinquent balance on the account of $Our records indicate the incorrect meter was disconnected on 11/16/therefore the customer’s service was never interrupted until
01/05/when Eversource had discovered there was unidentified usage on the customer’s meterWe sincerely apologize for the inconvenience this caused the customerThe reconnection fee of $85 was waived and the $credit card payment fee will be credited to the customer’s accountThe security deposit payment of $unfortunately cannot be refunded however it will be applied to the customer’s monthly service account and will be used towards future billing charges

Please accept our sincere apology for receiving a change in the start date to install the gas serviceI was not made aware of the change prior to my recent response to the customerDue to the inconvenience, we will credit the customer’s account $that will apply to the customer’s 1st billing statementThe credit will not be shown on the account until the account becomes active (upon work completion)

After a review of the customer’s account, the customer was on the budget billing program from 12/02/to 07/20/The budget is reviewed periodically within a month period to ensure the monthly installment amount is accurately reflecting the customer’s usageThe monthly installment amount is
subject to change based on a pattern of the customer’s historical usage and also factors in the customer’s current balance on the date of the reviewIn addition rate changes (delivery and/or supplier), will impact the monthly payment amountDue to the calculating factors listed above on 04/25/15, the customer’s budget amount increased from $to $a monthHowever on 06/the customer made a payment for $105, therefore due to the delinquent balance of $(plus days past due) the customer was removed from the program on 07/20/On 08/25/15, the customer requested to be placed on our *** *** Program which is a forgiveness program designed to help low and fixed income customers maintain year-round electric service (different from the monthly budget plan)The monthly payment amount of $(start date of 08/31/15) includes the customer’s historical usage over the past months

Complaint: ***
I am rejecting this response because: I am still receiving billsThe account was not properly switched over
Sincerely,
*** ***

Complaint* ***
I am rejecting this response because:They were not
honored by the bank because I had to dispute charges when my account was charged without my permissions and after cancelling my accountMy bank refunded me after being shown proof of account cancellation and after proof that I was told the account was out of my name and service was discontinuedI will not pay the balance as I no longer lived there and was told repeatedly that the account was terminated when it apparently was notthe collects need to be removed from my credit
Sincerely,
*** ***

A review of the account shows the termination notice was sent via mail to the customer on August 12, for a termination date of 08/26/2016. 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 actual termination date of 08/30/
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
As a one-time courtesy, the customer’s deposit was refunded by applying the $to the customers active service accountAt the time of transfer the customer had a balance of $therefore the $resulted in a temporary credit balanceCustomer Service issued a refund check in the amount of $that the customer will receive in the mail in about a 2-week time framePlease note: the customer was charged $to reconnect the service and the customer’s latest bill dated 09/06/was for $therefore the customer’s current balance is $

The customer informed Eversource’s trimming contractor in October that he did not want any trimming performed on his property and asked the crews to leaveA refusal form should have been completed by the contract crew documenting the customer’s concernsIt was notA crew returned to the property
in February and trimmed as a Quality Control Audit itemSeveral pieces of brush were removed to the ground as part of the trimming processThe contractor has been working with the customer to reconcileEversource is monitoring the reconciliation process

Today, 11/13/15, copies of your past due billing statements have been mailed to the address you provided on your Revdex.com complaint: *** *** *** *** *** *** ** ***The original monthly statements were mailed to the service address in CT and were never returned back to our company as undeliverableYour account is being serviced by Associated Credit Services Inc, you can contact them at ###-###-#### to make a payment or establish payment arrangements

The address and name do not match the name of the customer at that address

According to our records the payment in question was processed by the customer over the website

The charges listed under Delivery Services Detail are multiplied by the amount of kWh used within the billing periodFor example, the charges on the right are the flat rate of which is multiplied by the amount of kWh to calculate the total delivery chargesThe total delivery services detail will fluctuate month to month as it is dependent on your usage

The account shows the customer spoke with our credit and collection department today (11/30/15) and established a payment arrangement therefore the account is protected from shut off at this timeThe customer will receive a confirmation letter in the mail outlining the payment arrangement details
The customer has expressed concerns with high bills however based on a review of the account, the meter readings are based on actual readingsThe customer states she received a $bill for one month however our records indicate the most recent billing statement (dated 11/15/15; for usage 10/14/15-11/12/15) was for $