American Transmission Exchange

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.

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.

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]

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

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.

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

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)

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]

[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.

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

After reviewing the customer’s account, the customer was enrolled on a payment arrangement on 04/17/15, agreeing to pay $315 on 05/18 and 06/18 however, the 05/18 payment defaulted. As a result, the customer was sent a disconnection notice on 06/04/15 with a termination date of 06/18/15 unless the...

full delinquent balance was paid. There is no record on the customer’s account of any return mail from the post office.
 
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.
 
The reconnection fee of $100.96 was assessed to the customer’s account of which the customer agreed to, to have their service restored the same business day vs. our normal procedure of next business day, therefore we are unable to remove the fee.

A review of the account shows on 05/26/15 the customer’s fraudulent claim was denied. The documents that Eversource received from the customer showed that the customer intended to move into the referenced service address however did not end up moving to the property. Our records indicate the...

customer called on 08/05/14 to request service in his name as of 08/06/14. There is no record (after the customer’s original request) to cancel the service therefore the customer is responsible for the full balance of $910.63. If the customer would like to discuss their concerns further please call our Receivables Recovery Department at ###-###-####. Representatives are available Monday- Friday from 8 a.m to 4:30 p.m.

Complaint: [redacted]
I am rejecting this response because:
So again if this was a complaint on having an issue signing up your response would be great. However, the issue here is that you held an account on my name that was cancelled long ago. And after I entered MY account for both gas and electric you still charged someone else's account. So when I received emails confirming my successful online signup and payment, it was coming out of someone else's account. Now you're trying to charge me fees because it's not "your fault". Well if I didn't enter the account information you charged and it's not your fault. Whose is it. Better business butrau did you do this? Is it your fault?  If there cannot be some sort of official investigation I'm not going to waste anyone's time. I'll pay it cause theres no other option. Revdex.com if you could give any information on how to get this investigated further I'll persue it. who owns the burden of proof here. I can assure everyone that I did not enter an account of an ex girlfriend of over 3 years ago. And I don't think ever source should get away with their mistake. Certainly not at their customers expense. 
Sincerely,
[redacted]

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 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.

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

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.

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.

THE ACCOUNT WAS NOT SENT TO A COLLECTION AGENCY...IT WAS SENT TO OUR COLLECTIONS TEAM TO SEND THE NOTIFICATION OUT FOR THE UNPAID BALANCE.  OUR COLLECTIONS TEAM HAS BEEN NOTIFIED AND IT WILL NOT APPEAR ON ANY CREDIT RATINGS...