American Transmission Exchange

A review of the account shows that the customer's bill has been corrected

A review of the account shows the customer was not billed for charges from 06/12/2017 through 06/27/2017 due to a metering issue. The landlord’s electrician submitted paperwork for the correction of the metering issue on 06/27/2017. As a gesture of good will the customer will not be responsible...

for charges from 06/12/2017 to 06/28/2017. The customer's new billing will start on 06/29/2017. We apologize for any inconvenience this may have caused.

Customer called Eversource on 12/7/2017 and requested new service in his name.  He was notified that Eversource needs to verify with his landlord that he is a new tenant at the location. The representative also told the tenant that he will need to contact the landlord as well.  He agreed...

he would call the landlord and would follow up with Eversource the next day but he did not. Customer Service Representative left messages for the landlord that is listed on the account but the calls were not returned.  The tenant called Eversource on 12/21/2017. The credit department told him he needed to speak with customer service because the new service was not in his name. He said he would call back later.  There was no further contact from the customer until the service was shut off.

Dear Revdex.com:
Thank you for allowing the opportunity to respond to [redacted]’s inquiry regarding her January 16, 2018 gas bill.  Eversource has based the January bill upon an
actual meter reading.  The customer can
be assured that the bill is accurate because...

it was based upon consumption
registered by the meter. 
The consumption of the gas bill is based upon the customer’s
usage.  The weather has been extremely cold
and outside temperatures will result in heating systems working harder and
using more fuel sources to maintain inside temperatures.  A review of the customer’s gas account shows
that all of her bills have been based upon all meter actual readings.
If I can be of additional assistance, please contact me at
###-###-####.
Very truly yours,
Mary Ellen M[redacted]
Regulatory Relations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]nd find that this resolution is satisfactory to me.
I have also made my payment in fullEversource Confirmation Number: [redacted]This is to confirm your One Time Pay payment.A scheduled payment of $279.27 will be processed on 9/1/2016.
Sincerely,
[redacted]

Dear Revdex.com: The information on our system shows that on 12/29/2015 at 6:42 PM, [redacted] signed up for electronic billing.  There was no communication from him that he requested service to end in his name. The Terms and Conditions that Eversource operates under require the...

customer of record to contact the company to end service.  Since no communication was received, the customer will be held responsible for the bill. Thank you for the opportunity to provide an explanation. Very truly yours, Mary Ellen M[redacted] Regulatory Relations Specialist

[redacted]
I am rejecting this response because:
Sincerely,
[redacted]  We have already heard that and told it was not possible for them to review the calls from April 15 to May 15 and if it was possible it would take a long time.  I find it hard to believe they were able to review all calls in this short amount of time.  Is there a way to monitor that they did review because I called.

Complaint: [redacted]
I am rejecting this response because:The Business does not guarantee my deposit will be refunded in 12 months, with an account in good standing. 
Sincerely,
[redacted]

There are no charges on the bill for a district charge...there are distribution charges on the bill which has been explained in the previous response.
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)

Dear Revdex.com:
RE: Revdex.com-[redacted]
Thank you for your inquiry regarding the electronic payments for [redacted].
As a result of the inquiry an investigation was conducted.  The investigation revealed that there were two usernames created by the customer.  Each...

username connected to the customer’s checking account resulting in each sign on withdrawing from the customer’s account.
The oldest username has been deleted which will result in only one withdrawal going forward.  Additionally, the customer’s overpayment of $105.62 will be issued a refund check.  Eversource will also give the customer a $25.00 goodwill credit to be applied to the account.
Thank you for providing the opportunity to provide an explanation.
Respectfully yours,
Mary [redacted]
Regulatory Affairs Specialist

A review of the account shows the termination notice was sent to the customer on April 8, 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 04/27/2016.
In the event a...

customer's service is turned off for non-payment and they do not have verification of hardship, we require the customer to pay a security deposit and the delinquent balance to have their service restored.
 
The amount of the security deposit is calculated based on the two highest consecutive bills from the past year. The average from those two months is then recalculated for a 45 day period. The deposit is held until the customer establishes 12 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 of today, 05/02/2016, the total balance is $6,781.07. In order for the electricity to be reconnected we would need the past due amount of $6,485.37 plus a security deposit of $390.00, totaling $6,875.37. Once payment is made, a reconnection will be issued for the next business day of which a reconnection charge will also be assessed and applied to the account.

AFTER REVIEW OF THE ACCOUNT, OUR SYSTEM SHOWS THAT THE RECURRING DIRECT DEBIT WAS SET UP ON LINE BY THE CUSTOMER.  UNFORTUNATELY THERE WAS NO COMPANY ERROR AND NO FEES WILL BE WAIVED

A review of the account, doesn't show anyone informing the customer that the power would not go off. A disconnect letter went out on 01/03/2018. With no payment arrangement or payment of full past due the account was disconnected. The $300 charge is for the security deposit, of which all customers...

that are disconnected for nonpayment are required to pay a fee for reconnection.  The fee here was waived due to a hardship claim.

The customer was properly notified by our contactor of Eversource’s intent to trim on his property via RSA 231: 172. The original permission/notification card was sent the week of 5/20/17; it was sent using a mailing service. The customer’s address was confirmed to be on the list. Confirmation of this notification was emailed to the customer on 3/6/18. The customer’s initial interaction with the contractor should have been documented to avoid any effort to re-trim the area.The contractor offered on 2/12/18 to purchase and deliver screening plants to the property in the Spring. The contractor reported at the time that the customer “seemed ok” with the settlement. Everousrce confirmed that the clearing practices used to remove the trees/brush were proper, however the clean up of the property was insufficient. Both the contractor and Eversource offered to have crews return to the site to address the debris. The customer declined the offer.

The adjustment to bill the customer for the correct location is accurate and was done 12/8/15.  The customer should not have been charged late fee's for January and February and they have been reversed.  The customer called and made a payment arrangement in March for the balance and made...

the first payment for the arrangement.  The account has been noted with approval of a new arrangement and the pay date requested by the customer.  The customer will need to call credit at ###-###-#### to take ownership of the arrangement.

IN REVIEWING THE ACCOUNT WHEN THE $500 PAYMENT WAS MADE THE CUSTOMER WAS INFORMED THAT IT WAS NOT ENOUGH TO STOP THE DISCONNECT.  EVERY CUSTOMER THAT IS SHUT OFF FOR NON PAYMENT IS REQUIRED TO PAY A SECURITY DEPOSIT TO RESTORE SERVICES.

A second review of the account shows that payments were processed before the account ended and the account ended when the customer called to cancel the service.  The customer is responsible for the balance. Once payment is made the credit bureaus will be updated.

A review of the referenced service address shows there were 3 recent recorded power outages on 02/05/16, 02/16/16 and 02/25/16 all of which were tree related. Unfortunately the limbs/trees that caused the power outages are outside of Eversource tree trimming parameters. Although Eversource...

periodically trims around the lines providing electric service to your neighborhood, tree owners are also responsible for the maintenance of their trees including Town, State and private property owners.
Eversource performs maintenance vegetation management by circuit in accordance with specifications on a cyclic 4 year basis as required by the Public Utilities Regulatory Authority. During scheduled trimming, inspections are performed to identify risk trees posing a threat to the power lines and the trees are prioritized for removal. I am happy to share that Eversource has doubled its vegetation management efforts since 2011 which has resulted in a 40% improvement in reliability.  Please be assured all work is performed in accordance with professional tree care industry standards and best practices.

A review of the customer’s account shows on 07/27/15, the customer processed a payment of $100 with our representative for the electric service account and was informed the Matching Payment Program would be reinstated. We regret to inform you that the customer was misinformed as the customer’s...

electric service account is not eligible for the Matching Payment Program. As a result, the New Start Program was offered to the customer for $85 a month with an additional $725 down payment.  We apologize for any inconvenience this may have caused.
Due to the oversight by our representative, the customer’s account has been reinstated in the New Start program for $85 a month with no additional down payment and is protected from disconnection.

Dear Revdex.com:
The commercial property address for the complaint is [redacted]      The records show that the electric power had been disconnected for a long duration. In order to have the commercial service...

restored a work order and inspection from the local wiring inspector was required.  After this procedure was completed the power for the property was restored.
Thank you for allowing the opportunity to provide an explanation.
 
Very truly yours,
Mary Ellen M[redacted]
Regulatory Relations Specialist
Eversource
247 Station Drive, SUMSW380
Westwood, MA  02090
o 781-441-3158