American Transmission Exchange

A deposit was requested on 7/28/after the customer received or more disconnect notices in the past months Each disconnect notice warns customers of the possibility of the deposit The deposit is valid and is within the New Hampshire Public Utilities rules The customer has
the option to enroll in auto pay to have the deposit waived, make an arrangement to pay the depositprovide a acceptable guarantor or surety bond or provide proof of hardshipIf the customer is hardship and receives assistance they can fax the documentation to the credit department to have the deposit waived Please contact credit to discuss what would be an acceptable form of hardship at ###-###-####

*** ***
I am rejecting this response because: I was home on October when you were supposed to be thereNOONE Came in the window I was home and told to be home AND YOU CHARGED ME FOR IT ANYWAYS WHEN I WAS THE ONE WHO WAS PUT OUT. The business decided to put in a reconnection date of 10/and then charge me for it. I had to take an additional day off from work and go without heat for nearly a month. Where is the credit for that? Where is the credit for your COMPANY LYING??????? and saying they would be there to connect service 10/from 6-pm. I took a half day to ensure I would be home and have my cell phone on for when they called because I was told they would call prior to comingThe BOGUS FEES you are charging are not standard fees. You are charging extra, which is highway robbery. You are already charging a disconnection fee, and a standard reconnection fee ON TOP OF RIPPING ME OFF.If the Revdex.com won't help, I will go to the news to report what you have done. You outsource employees to *** *** and laid of local employees to charge money only to rip people off moreI guess I will be suing and will be subpoenaing every employee that lied, especially the new employee and her supervisor that told both told me you offer evening appointments. I will also be charging you for two full days off from work for my time on the phone, and for all of the charges associated with the hours I had to spend on the phone. There was about 15-hours totalI am charging a nominal fee of $per hour, which is what you are charging for our connection tech. I will also be asking a judge for fees incurred and future time off work associated with this case. There is no "sincerely" because your company is not sincere so why should I offer the sentiment?
*** ***

6/27/the customer made a payment over the phone with an Eversource employee. The payment posted to her Eversource account on 6/28/16. On 7/2/the customer processed a payment through the phone system with Eversource. The payment did not clear her bank on 7/5/16. This
is verified by the bank statement provided by the customer. When payments are returned they are automatically retried. This was done on 7/6/also showing on the bank statement provided by the customer. The bank returned the payment on 7/11/because the customer reported it was not authorized for payment. The documentation provided by the customer does not demonstrate this payment has cleared her bank and is not eligible to be refunded

A review of the account shows the termination notice was sent to the customer on September 1, 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 09/24/15. The
Public Utilities Regulatory Authority (PURA) requires Eversource to send a termination notice via mail however Eversource is not required to notify customers via phonePlease accept our apologies for the unsatisfactory experience you had with our company To reconnect service, there is a service fee of $for a next business day reconnect however since the customer requested a same day reconnect the fee is $of which was applied to the customer’s accountDue to the inconvenience the customer experienced, the customer will be charged the minimal reconnection rate of $therefore an adjustment was applied to the customer’s account of $The customer’s balance is now $

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,
*** ***

After extensive investigation it was determined the address was being changed from software updates from the *** The *** has an address change on file to forward mail to the non-customer with a similar name in *** The address has been changed again and is being manually monitored by a
representative. They reached out to the customer to explain the issue and resolution

After a review of the account, a Credit and Collections Supervisor made an attempt on 10/14/(9:AM) to reach the customer to discuss her concernsAn additional request was submitted today (10/16/15) to have a Manager call you as soon as possible to discuss your concerns. Thank you for
providing Eversource feedback regarding your experienceWe apologize for the less than adequate serviceWe value you as a customer and will be taking the appropriate measures with our representatives by providing any necessary coaching and/or training

Complaint:
***
I am rejecting this response because:just received estimated repair which is set for MondaySo I am suppose to live for a week without power until then when I have four year old kids at the house, and risking pipes to freeze at night.
Sincerely,
*** ***

Complaint* ***
I am rejecting this response because: I have already tried this And I'm repeating myself.Thankfully, this issue has been taken care of because someone who isn't trained to provide awful customer service called me and made my situation a priority I still have not heard anything about moving my gas meter outside my home
Sincerely,
*** ***

A review of the account, shows that there were bills that were estimated and then once we received the actual reading the estimates were corrected. The reason the meter was changed was because it was not reading correctlyThere is no charge for changing the meterThe charges are what was
actually used for the property during the estimated readings. We can grant an arrangement for $until the balance is paid as requested

Dear Revdex.com:
After responding to the customer regarding the Eversource account, the customer is stating she is receiving a bill from Liberty Power. Since the bill is from another company, it would be advised that the customer contact L*** ***
Thank you for allowing the opporunity to provide a response
Very truly yours,
Mary *** ***
Regulatory Relations Specialist
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have no other choice to accept terrible business practices from a company that I have to work withI shouldn't have had to pay a $deposit when my account was paid up to dateI Will be taking my complaints elsewhereAt this point not to get a refund, but to shed light on how terrible their business practices are to Connecticut families.
Sincerely,
*** ***

Dear Revdex.com:
Thank you for allowing the opportunity to provide a response regarding the outstanding debt of $for *** *** *** Ms. *** states that she contacted the company to end service prior to the date the service ended; however, she did not provide
a date that she ended service Company records indicate that *** *** contacted Eversource, formerly NSTAR, to arrange for a payment plan to stop termination of service due to nonpayment in November 2010. Additionally, records show that *** *** was a recipient of Fuel Assistance during the heating season.
It is for those reasons and that Eversource was not contacted to end service that the customer is held responsible. Thank you for allowing the opportunity to provide an explanation. If I can be additional assistance, please contact me
Very truly yours,
*** *** ***
Regulatory Relations Specialist
Eversource
***

The *** Transformer in front of the customer’s property, # *** will be replaced in the near futureThe work request number for the customer’s reference is number *** and will be replaced within the next to months

A review of the account confirms the gas installation start date will be no later than 09/19/Our time frame to complete new gas installation is about a 4-week time frameWe apologize for any inconvenience this may have caused, however the customer’s natural gas account will not be credited

Dear Revdex.com:
Thank you for your inquiry regarding the electric account of *** ***. Eversource has corresponded with *** ***n via email and requested supporting documentation of a withdrawal of funds from his bank account. Eversource did not receive proof that
the payment was made as customer stated and the claim was denied.
Thank you for allowing the opportunity to provide an explanation. If I can be of further assistance, please contact me at ***
Very truly yours,
*** *** ***
Regulatory Relations Specialist
Eversource
*** *** *** ***
*** ** ***
o 781-441-
f 781-441-

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. The cable was repaired today and I am satisfied. Thank you for your efforts
Sincerely,
*** ***

*** ***
I am rejecting this response because: it is not accurateThe package delivered does not contain any explanations to the questions in my previous emailThe contact person *** *** has been contacted but also has not provided us with those answers.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Eversource blamed the weather not their lack of preparation to help their customers with information they need when things go wrongshame on you Eversource.
Sincerely,
*** ***

Eversource has reviewed the customer's concerns regarding the automated call back system Her concerns have been thoroughly investigated The company has found that no call back was registered in our system, therefore no call back attempt was ever made Similar concerns have not
been reported by other customers The company has reached out to the customer so that the findings can be reviewed with her in greater detail and assure that her concerns are addressed