American Transmission Exchange

The customer was on budget billing and paid the amount indicated. The master meter became stuck and did not register usage. The hot water meter recorded properly. The bill was adjusted months as allowed by *** RulesThe payments made by the customer were applied to the
adjustment but were too low. The customer can contact Eversource to make an extended payment arrangement

A review of the account shows payments of $(dated 08/03/15), $(dated 10/13/15) and $(dated 10/14/15) were paid however they were not applied to the active account under the customer’s husband’s name
On 08/03/15, the customer processed a payment thru the Eversource
automated system for $to be applied to her personal account at Lyman Rd of which the payment posted to that account on the same day After processing the payment thru the automated system the customer was transferred to a representative of which the customer requested to cancel service (under her name) at *** *** ** effective 09/01/At this time the customer informed the representative that her husband had already called to start service at the new address (*** *** **e) of which was given a separate account number
The customer’s account was closed effective 09/01/(Lyman Rd) and the customer was mailed a final bill in the amount of $to the new mailing addressThe payment of $was received via mail (check payment) and posted to the customer’s account on 10/13/At this time the account at *** *** ** reflected a zero balance
Lastly, the payment of $dated 10/14/was received via mail (check payment) of which posted to the gas account under the customer’s husbands name (*** *** ***)The payment brought the gas account to a zero balance
On 11/23/was the 1st payment received on the customer’s husband’s account in the amount of $(check payment)
We apologize for any inconvenience this has caused you in addition to the long delay with resolving your concernsWe 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

Complaint: ***
I am rejecting this response because: I never received a bill in the mail at my new address and I had no way of knowing about this bill because I was never properly contactedIf I knew the bill existed I would have payed it, simple as thatI've had a phenomenal credit score my whole life and now it's been shot down to * *** because of your negligence
Sincerely,
*** ***

As previously advised, on 04/21/the customer was sent a letter via mail informing the customer we were unable to complete the paymentThe customer called on 04/28/to inquire about the returned payment therefore the customer was fully aware that the payment did not post to his account before the termination of service on 05/19/
The security deposit will not be refunded at this timeIf the customer would like to discuss the bank information that was entered via web on 04/14/the customer may call our Customer Service Center at ###-###-####Representatives are available Monday-Friday from 7:AM to 7:PM

Complaint: ***
I am rejecting this response because: I HAVE NOT RECIEVED A BILLING STATEMENT. CLEARLY THE ISSUE LIES ON EVERSOURCEWHEN MY PAYMENTS ARE MADE I RECIEVE CONFIRMATION OF PAYMENTI CANT CONTROL YOUR EBILLING PROBLEMSGIVEN THE FACT THAT AFTER PAYING OUT OVER SEVEN HUNDRED DOLLARS IN ONE MONTH AND NOT REVICEVING A BILL TO KNOW WHEN AND HOW MUCH THE NEXT BILL IS.WHEN A COSTUMER REQUEST TO SPEAK TO A SUPERVISOR THE REQUEST SHOULD BE GRANTEDI WAS TOLD I WOULD HAVE TO BE BUT ON A CALL BACK LIST WHICH WOULD BE MINUTES WHICH I DID NOT RECEIVE UNTIL THE NEXT DAY.AS FOR THE TECH AS I STATED HE IS NOT WELCOMED ON MY PROPERTY!!!!! I WILL TAKE LEAGAL ACTION IF I SEE HIM ON MY PROPERTY!!!!! I CANT CONTROL THE US POSTAL SERVICE. I FIND IT HARD TO BELIEVE THAT A DISCONNECT WAS MAILED OUT WHEN THE LAST TWO PAYMENT WERE ON SEPT 16TH AND SEPT 23RDWHEN A TECH DOES GO TO A HOME TO COLLECT ON A DISCONNECT THEY TAKE A PAPER CHECK AND WONT DISCONNECTFOR ALL CUSTOMERS WHO PAY ONLINE AND RECIEVE A CONFIRMATION NUMBER, THE SYSTEM IS UNFAIR AND UNJUST. I WAS WILLING AND ABLE TO MAKE THE PAYMENT BUT HE WOULD NOT EXCEPT IT. I DO NOT FEEL I SHOULD HAVE TO PAY THOSE FEES*** ***

AFTER REVIEW OF THE ACCOUNT, THERE WERE NOTICES THAT WENT OUT. A REMINDER NOTICE WAS ISSUED ON JANUARY 5, 2016, THIS NOTICE WAS TO INFORM CUSTOMER THAT THE ACCOUNT HASN'T RECEIVED PAYMENT. A DISCONNECT NOITCE WAS SENT OUT ON JANUARY 25,NONE OF THE NOTICES WERE SENT BACK TO THE
COMPANY. IT IS OUR POLICY TO CHARGE A SECURITY DEPOSIT AND A RECONNECT FEE FOR ANY SERVICE THAT IS SHUT OFF FOR NON PAYMENT. ALL RECONNECTS ARE NEXT DAY AS EVERSOURCE DOES NOT DO SAME DAY SERVICE. OUR CUSTOMER SERVICE REPRESENTATIVES CAN NOT GIVE A SPECIFIC TIME AS THE TECHS DO NOT SET APPOINTMENTS FOR RECONNECTS, IT IS AN ALL DAY APPOINTMENT. THEREFORE NO REFUNDS WILL BE ISSUED

Eversource provided the following information (in part) to the *** *** Public Utilities Commission:"Eversource strives to provide the best restoration estimates availableThis customer was actually affected by two separate and unrelated trouble spots ES was notified of the first outage at 08:16hIt affected approx 1,customers, was repaired and restored at 12:05h as indicated in the email mentioned by the customerThe customer notified ES of the second outage when she responded to the company's email notification and reported the continued outage at 12:45hThis second trouble location was located closer to this customer's home and affected customersA crew was dispatched and power was restored at 19:10hBoth outages were caused by trees which had fallen onto the line from outside the standard trimming zone."

All customers that are shut off for nonpayment are required to pay a security deposit to get service reconnectedThe deposit will be returned when the accounts shows months of good payment history

A review of the account, shows that the customer only paid the customer service charge since February 2017, there was no usage billed. Once the meter was changed and we were able to get the reading we back billed the customerPer regulation we can back bill for up to a yearThe customer is
now on a budget to pay off the balanceThere will be no adjustments or credits at this time

Complaint: ***
I am rejecting this response because:"the customer was sent a letter via mail informing the customer we were unable to complete the payment" - Why not with delivery or signature confirmation? Why not an e-mail too? Eversource can afford a stamp, but not afford an automated phone call/voice mail, or automated e-mail? Sorry, not good enoughEspecially when you have a monopoly on the utility, and collect ALL of the moneyEversource does not want to give an inch, I can play the *** game tooLets not forget that we would not be in this situation had your online payment processing system worked (to this generations standard's) to begin with."therefore the customer was fully aware that the payment did not post to his account before the termination of service on 05/19/16" - Correct, I was aware that the payment failed, but when I asked for proof it was my fault, no information was givenI don't remember the rep telling me I would be extorted if I failed to pay the bill by 5/19/Maybe that should have been mentioned to possibly make me care about reposting a new payment in a timely mannerYou don't respect customers enough to make sure that they have a smooth/flawless payment processing method, but expect me to care about re-submitting a payment after your system failed miserably? Respect/expectations go both waysWhen you run a monopoly, its easy to forget that concept I guess."The security deposit will not be refunded at this time." - ..because..? My 8+ years of payments are not "security" enough? InterestingRespect much?"If the customer would like to discuss the bank information that was entered via web on 04/14/the customer may call" - Already tried thatThey refused to give me info, or acknowledge that its remotely possible the problem was on your endEven though I have two e-mails and screen shot to prove otherwise

A review of the account shows that service was sent out for disconnect on Friday 06/2/for shut off on Monday 06/05/2017. Without the customer notifying us that payment was made we would not have known it

Our records indicate when the customer spoke with *** at extension *** on 02/06/16, the customer’s account balance was $The reconnection fee was waived and a $credit was processed to the account on 02/08/therefore the remaining balance was $Since the discussion, the customer has received billing statements and has processed two paymentsPlease find these details below:
Billing statements:
02/08/for $(billing cycle 01/13/to 02/01/16)
02/10/for $(billing cycle 02/06/to 02/10/16)
03/14/for $(billing cycle 02/10/to 03/11/16)
Payments:
02/12/for $
03/04/for $
The customers total account balance is now $The agreement that was discussed on 02/06/was for $a month (due on the 8th of every month) for months. The customer mentioned that she may pay the balance in full therefore if the customer opts to pay the total account balance then the $monthly payment agreement would no longer be applicable
If the customer wishes to cancel the payment agreement, then the customer may call our Credit and Collection center at ###-###-####Representatives are available Monday-Friday from am to 7pm

After a review of the customer’s account, a modification has been made to their account to meet their request to process payments onlineEffective today (06/25/15), the customer will have access to payment options on our websiteThe customer’s account will still reflect the previous return
payments therefore the customer will not have the option to process electronic check payments thru our automated phone system or with a Customer Service Representative however, the customer will have the access to process payments on our website

The customer’s lamp post has been fixed and *** *** *** will be repairing the yard

Complaint: ***
I am rejecting this response because:
I am
appreciative of the zero balance and the apology But, I would like a letter sent to the credit bureaus stating that sending my account to collection was in errorThen I will be completely satisfied
Sincerely,
*** ***

A review of the account, shows that a disconnect notice was issued on 04/10/2017. It is our policy, when a customer is shut off for nonpayment that a security deposit is required must be paid before services will be reconnectedThe deposit will be returned when the accounts shows
months of good payment history

As previously stated the customer is billed based on the amount of kilowatt hours used within the billing periodTo learn more about our energy rates and fluctuations, the customer may visit our website at Eversource.comThe website will help the customer understand how and why energy costs change and even more important the work we are doing to bring these costs down

Complaint: ***
I am rejecting this response because: Post office told us that there is no delay on their endThe problem is Eversouce bill date to due date, and Eversource 10-day processing time after they receive payment, that was told to us by different Eversource employees in billing departmentEversource should change mailing location from *** *** to somewhere not 5-mail days away from *** ***, from what the USPO tells usI do not feel that we should have to set up direct withdrawl, or other means to meet Eversouce's due datesThey should talk to USPO themselves, and correct due dates accordingly with average delivery time tables that the USPO gives
Sincerely,
*** ***

Eversource is mandated by state regulators, the *** *** *** *** *** which requires that Eversource send notificaitons through the mailEversource has not been approved for any other method of notification

A review of the account shows that the customers last payments were not honored by the bankThe balance consists of the returned payments and the returned payment feesThe customer is responsible for the balance