American Transmission Exchange

A review of the account shows that a disconnect notice went out on 08/22/This notice was not returned to the companyIt is our policy to charge a security deposit and a reconnect fee for any service that is shut off for non-paymentThe security deposit will be returned with months of good
payment history

Complaint: ***
I am rejecting this response because:The email customer service sent me stated because of my financial difficulties they would refund my $However, they applied all but $dollars of that $to my active accountI had to borrow they $150, a refund should have been mailed to me in fullNot to mention they shouldn't have taken my money in the first place....because....I wasn't notified! Also, the company didn't acknowledge the fact that I was never notified of the actual disconnectionThis is the reason I should have been refunded in the first place. The company also doesn't admit to the altering of my account....you can't put a notice of disconnection on an account days after they actually disconnected it.I received NO notice of disconnection, either via email, or by paper mail....the company keeps stating it said my disconnection date on my online accountPlease see the snap shots I took and the dates the account was alteredThey forged and lied please see the attached....August states being set for disconnection....August it shows the date dueBut it was added after the "due date"
Sincerely,
*** ***

We apologize for any inconvenience however we must respectfully deny your request for reimbursement

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,
*** ***

Based on a review of the account, a field visit was completed on 05/26/which confirmed our gas meter was not registering the customer’s energy use accuratelyAs a result the customer was billed for less than the amount of energy actually usedThe situation has been corrected however upon a
completion of our investigation it was determined that the customer was not billed for energy used between 12/11/and 05/26/*** General Statute 16-259a allows us to correct the previous billing on the customer’s account up to one yearWe have based our calculations on prior usage history of the location since we were unaware of any appliance conversions in the householdIf you no longer have a gas furnace, please schedule an appointment with our Customer Service Department so our Meter and Service Technician can confirm the residence has electric heatingOnce the electric heating is confirmed thru a field visit, the customer’s billing can be adjusted accordingly to reflect proper usageThe customer’s rate will change from a residential heating rate to a residential non-heating rate

We understand what was told to us about how the customer wanted the payments to be appliedUnfortunately, our systems do not work the way the customer wants them to. There is no way for us to split the payment up

An arborist has meet with the customer to address her concerns

Dear Revdex.com:Thank you for allowing Eversource the opportunity to respond the customer's complaint regarding the discontinuance of their electric service due to collection procedures. The customer's account was in arrears and a shut off notice was sent to the
customer. The shut off notice informs the customer to call the company to prevent shut off.The customer elected to make an online payment and did not contact the credit department which resulted in the shut off for non-payment. We attempt to restore a customer's service as quickly as possible after the customer has contacted us. Service is usually restored within hours after contact. If I can be of additional assistance, please call ***Very truly yours, *** *** ***
*** *** ***

After a review of the account, the support cable repair is scheduled for today (10/06/15)Repair completion was anticipated to be completed by 10/02/however due to unforeseen events, the repairs were postponedWe apologize for the repair delays and any inconvenience this may have caused you

After review of the account, when the customer made the payment of $it was at a previous address. When the customer moved to the current location the previous balance went with her. The representatives saw that the current order to move wasn't closed as of yet, which is why they
informed the customer that there was no shut off at that time. Once the account was set up the customer’s account still had a carried over balanceThis was explained to her at the beginning of augustThere will be no credits to the account

Complaint: ***
I am rejecting this response because: Ones again your responce talk about poles/ wires witch I really dont have anything to do with and I should not have to pay for it, thats your investment in the business in order to deliver electricity to customers other ways I should have a shair of the profit you make Distribution charge ot district charge it wont make since to any one, on my bill two times as well as trasmission charges, *** charges, beside *** *** and revenue charges, all this are just extra charges in order to scam customers more and more and need to be explained in details with document to support it from the state or federal goverment that require me to pay for it
Sincerely,
*** ***

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
I realize that as a consumer/customer, I am not going to get far with a corporation such as EverSource so I guess this is what I'll accept. However, in my original complaint, I don't recall asking for money. I asked for a review/modification to their policy of having hours to return power to customers that they have turned off. The fact that the same person who arrived at my home to restore my power THE NEXT DAY, stated that he received NO CALLS the night before and had he received a call, he wouldn't have had a problem coming out to restore it. I am well aware that the concern for me as a customer is not there. EVERSOURCE CALLED NO ONE! THEY SAID WELP, SHE SHOULD'VE PAID HER BILL. I have borrowed $from my grandmother to replace the food that I lost while my power was off. I am a bi-weekly employee and don't get paid again until next Thursday. So when next week comes, I will be short on my already late mortgage in order to pay back my grandmother who lives on a fixed income, this will prohibit me from paying my water or gas (I don't know which one yet as I haven't determined which shut-off will come first). It's also clear by the reply from EverSource, the only problem from their viewpoint, is with the customer service rep who assured me that since my bill was paid by 3:00pm, my power would be restored that same day. I don't steal for a living or do anything else illegal. I workHARD, for a living and I do the best I can with what I have. If the company knows they're turning power off on any given day (they have the list of shutoffs), why do they not have to provide their customers (who may have spent all day pawning things to come up with the money for payment) the ability for timely restoration. hours is not timely, it's a significant amount of time and causes their customers such a financial loss and when a person is just scraping by and working with just a bit more than nothing, that amount of time impedes on a person's ability to just "be" As I've stated, I couldn't feed my family, my food went badwell, who cares?? Not EverSource. If someone left a dog outside in a cage for hours without access to food, authority's would be called, however, it's an acceptable practice for large corporations such as EverSource to use for their human customers.
Sincerely,
*** ***

Dear Revdex.com:
The Massachusetts Department of Public Utilities (DPU) is the regulating authority. The customer had previously contacted the DPU regarding the complaint of high bills. Eversource tested the meter and the state also tested the meter. The meter was
found to be operating correctly
Meter readings are our official record of the amount of service used. The meters are precise measuring devices, carefully designed and manufactured to give accurate readings for computing customer bills
Thank you for allowing the opportunity to provide an explanation. If I can be of additional assistance, please call ###-###-####
Sincerely,
Mary Ellen M***
Regulatory Relations Specialist
###-###-####

AFTER REVIEW OF THE ACCOUNT, IT SHOWS THAT THE ACCOUNT SHOULD'VE BEEN ADJUSTED.. AN ADJUSTMENT HAS BEEN COMPLETED TO BRING THE ACCOUNT TO A ZERO BALANCE. PLEASE ACCEPT OUR SINCERE APOLOGY FOR THIS ERROR

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,
*** ***

The bill in question has been reviewed and validatedThe details associated with the billing transition between the tenant's and landlord's responsibility has been discussed with the customer (landlord)The options available for billing methods were also reviewed with the customer and updated in
accordance with their preferenceThe collection activity that took place is a process that is utilized for finalled accounts prior to permanent collectionThis collection activity is not reported to the Credit Bureau unless the bill remains unpaid and further collection activity is necessaryAt this time, Eversource believes the customer's concerns have been addressedIf there are additional questions, Eversource encourages the customer to contact us at (*** ***

Complaint: ***
I am rejecting this response because:I understand that the meter was based on what they said but ifIt was functioning properly they wouldn't have changed itI am disputing the meter read because it was abnormally high based on historical usage and previous phone calls with customer service told me that I am being charged for the new meter.
Sincerely,
*** ***

After further review of the customer’s account, the customer’s security deposit of $will be waived, as a one-time courtesyIn order for the gas to be reconnected we would need the delinquent balance of $Once the payment is processed, the customer will need to speak with a credit and collection representative to process their reconnection which will be for the next business dayAt this time, a reconnection charge will be assessed and applied to the accountIn the future, if the customer is unable to make full payment on their account, they need to call our credit and collection center to discuss payment arrangement options to avoid a termination of service

*** ***
I am rejecting this response because: The payment was made BEFORE the power was shut offEversource is a huge company with an army of employeesI find it hard to believe that not one employee could notice a customer making an online paymentI went food shopping that morning, and to come home to no power was very surprising and unprofessionalThe shutoff employee was leaving as I got home I called Eversource just a few short minutes after, and no one came back for hoursI am truly disgustedThen to not even admit they were at fault, and offer me credit to the account is terrible.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** *nd find that this resolution is satisfactory to me
I do disagree with the characterization of what happened in the business' responseI have always paid my bills and this was simply miscommunication and misunderstandingI appreciate that we were able resolve the situation so timelyThe person that contacted me was very courteous and professionalI would also like to thank the Revdex.com for facilitating the process and being so very timely, especially the staff member who worked on my issueYou do a great jobThanks
Sincerely,
Michael ***