American Transmission Exchange

A mobile (drive-by) meter reader drives down the street to collect the data from each meter within the meter reader’s routeThe signal is captured from a couple hundred feet away The [redacted] Department of Public Utilities requires Eversource to read customers meters once a month however Eversource is not required to provide monthly paper slips of the customers read as this information is shown on the customers monthly billing statements

After review of the account, it shows that the account was enrolled on New Start with a balance of $During the program the customer used $on the account There were payments made totaling $ The amount that was credited to the account for the new start program was $The program was not completed so once the account closed the balance came back to the account

Complaint: [redacted] I am rejecting this response because:Exactly there running me around.same people did it with cable they took care of it.the officer I filed report with spoke with her also[redacted] or [redacted] .told me it wouldnt go on credit while it was investigated.I did n sent everything they asked.please help Sincerely, Sincerely, [redacted] ***

A review of the account shows, that the customer was directed on 07/10/to call our Receivables Recovery Department to discuss his concerns further As of today, 07/17/15, our records show no contact made by the customer therefore a representative from our Receivables Recovery Team left the customer a phone message outlining the status of his fraudulent claimIf the customer has additional concerns, he will need to respond to our phone message by calling our Receivables Recovery Team at [redacted] Representatives are available Monday through Friday, from A.M to 4:P.M

A review of the account shows the customer’s billing discrepancy is regarding the balance of $for the service address of [redacted] ***As of 06/02/2015, the charges have been removed and the customer’s account reflects a zero balancePlease accept our apologies for any inconvenience; however the charges were billed to the customer due to a landlord agreement that was never removed when the property sold Our records have been updated accordinglyThe customer will receive a zero balance letter confirming the charges have been removedThe customer’s account was not sent to a collection agency, therefore will have no impact to their credit report

Eversource received the customer’s sales contract today, November 3, and will expedite the installation within the next two weeks Eversource typically has a backlog of service requests in the weeks preceding the heating season and we are working to resolve that backlog We contacted the Construction Department and requested that the cost to serve be expeditedSales and Construction worked together to review and revise the cost to serve for the customer and we are able to provide gas service to the customer's home at no cost Eversource apologizes for any inconvenience experienced by the customer and appreciates the opportunity to exp***n our resolution to this situation

Due to the customer’s financial hardship, we are willing to lower the customer’s monthly payment to $Unfortunately we are unable to lower it to the previous budget billing amount of $due to the customer’s increased historical average usageThe $per month calculation was based on historical usage /billing from 06/20/13-05/21/which was a total of $(7,kWh)The $145/ per month calculation is based on historical usage/billing from 09/19/14- 08/21/which was a total of $(8,kWh)Please be aware that because the $is lower than the customer’s historical average usage, the customer may accrue a balance within the months (length of the program) which may increase or decrease the monthly payment amount in the futurePlease let us know if you would like us to lower your monthly payment amount or the customer can call our Credit and Collection Department at ###-###-####

Complaint: [redacted] I am rejecting this response because:The facts remain as follows:The account was closed BEFORE 5/30/ Call records will show the phone call was made in mid April I CLEARLY informed the representative via telephone of my forwarding address AND my telephone number BOTH of which she noted on my account At that point, I no longer had access to my account because IT WAS CLOSED I did not and would not request nor allow a final bill to be sent to email which was no longer in use at that time I was moving and cable was already canceled at this point, obviously my email is connected to cable and this was also turned off This is common sense I have also checked with Comcast and verified that no email was received on my account during the period of time indicated by EVERSOURCE I can provide documentation of this if needed No attempts were made whatsoever via phone or mail to contact me regarding the balance AGAIN, Eversource did not attempt to contact me in any way to send a final bill They sent derogatory information directly to my credit report nearly a full six months later No correspondence in between whatsoeverThis is an unlawful and unfair business practice It is usual and customary and required by the Fair Credit Act to contact a customer before sending them to a collection agency and simultaneously reporting and negative credit information When I spoke to the collection agency, the individual stated that I was not the only customer they were doing this to and that he was getting hundreds of similar complaints The explanation regarding budget billing is not relevant to the situation in question I am not debating that there was a final bill due I am debating the unlawful billing practices and violation of the Fair Credit Reporting Act I request that all negative reporting be removed from my credit immediately and a legitimate final bill sent to me that I may review This is my right as a consumer The bill mentioned which was sent in December was mixed with two old address which I have not lived at in over years It did not start with a zero balance In addition, it included charges for a period of time after the account was closed I have verification of the dates I moved out and I am not responsible for the new tenants electrical usage It was very unclear how they arrived at the total amount due I will pay the inflated bill once I am provided with a clear itemized usage for the period of time I was there, specifically the usage you are able to obtain when you sing on to your account online You are shown the breakdown of charges for delivery and supplier and average daily usage I am entitled to this information for the period of time my account was active Again, I have no issue paying a final bill I want all of the information removed from my credit report In addition, I had previously requested via Jessica to have the property meter reviewed as I believe the charges are inflated or the meter is defective I explained to her a story I had just seen of this very problem This was refused At this point it is clear this will never happen At the very least I expect to have the information removed from my credit Lastly, I would mention that Eversource may want to consider training their managers to respect customers I am a highly educated business woman and did not appreciate being talked down to and ridiculed by someone in a management position I would never treat clients in this manner The young man from the collection agency provided me with better service than any manger I spoke to And that poor young man was afraid to give his name out Something is clearly wrong with the way business is conducted if they are not held accountable for following laws around fair billing and collection, and are allowed to ruin consumers credit unlawfully Perhaps Eversource feels they can do what they want because they monopolize the industry, they are a huge corporation and I am one person I can assure you I am not the only consumer who has had this experience Thank you [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: they were told before the Payment posted what it was for on march ms or rd I called and let them know what the payment was for! Notes in my account should state that is what there for they don't make payments the lady I talked to in March told me that it would be used the 195$ to start program and I a few payments to help me get on my feet! They need to look at the notes on my account Sincerely, [redacted]

Dear Revdex.com:The notification informs the customer to call Eversource to prevent shut off The customer has informed the Revdex.com that they did not call In the future it is suggested should the customer receive another shut off notice to utilize the phone number on the shut off notice to prevent collection activity.Thank you for the opportunity to provide a response.Sincerely, [redacted] Regulatory Relations Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and understand the reason behind my bill being high last monthIt still doesn’t explain the incompetency of the first times I called about transferring services into my name and it taking several calls afterwards for them to finally get it rightThese are not the only times I’ve struggled with them, it’s just a few that I can most recently nameIf there was another option for gas and electric besides Eversource, you’d better believe I would be with the other company Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Kathy R [redacted] , representative of the subcontractor Henckle and McKoy, just called me today, 9/17/15, and stated that the work cannot begin until she receives the purchase orderShe indicated she has not yet received itShe gave me an anticipated start date of 9/22/So Eversource is being dishonest once again, by stating that the work will begin on 9/19/It is outrageous th that they are refusing to provide me with any restitution for their continued negligence and dishonesty Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The communication from this company to us prior to their deciding to shut off our electricity/power was seriously inadequate and calls into question the business and ethics of Eversource as a company While a letter may have been sent via US Mail as mentioned in their response, we did not receive it Despite subscribing to e-mails from this company and having our telephone numbers readily available to them on record, this letter that Eversource claims having mailed in February was the only communication they (supposedly) sent prior to discontinuing our electricity on 3/20/ As there was no notice or any message left at our house when they turned off our power, we were also left to guess as to what happened when we arrived home on that date By the time we got through to an Eversource customer service representative via phone, it was too late for us to receive same day reconnection service, so we had to go through the overnight and much of the next day without power which caused all of our food to spoil along with other unnecessary complications As soon as we were informed by a customer service rep of what happened, we immediately apologized for not paying the bill on time, and proceeded to pay the bill as well as the $reconnection fee However despite multiple follow attempts to reach out in requesting assistance, and to also request to speak with a supervisor, our power was not reconnected until middle afternoon on 3/21/when a Nor'Easter was already in progress We find it very concerning that a company would do this to a family, particularly the day before a major storm is expected, without so much as a courtesy call in advanceHad we received such a call, the bill would have been paid in full immediately What if an elderly person resided with us and/or someone medically fragile was affected by this sudden loss of power? Although we lost all of our food which was of cost to us, our family is healthy and can get by without power Other people may not be as fortunate as we were We feel that an adequate resolution would be for Eversource to take the following measures to improve their practices with customers:1) At least make a courtesy call to customers prior to shutting off their power.2) In addition to sending a letter via US Mail, also send e-mails to the e-mail addresses that Eversource sends the home energy reports to I receive the home energy reports frequently, so I was of the impression that this is a primary mode of communication for Eversource This is another reason I was particularly surprised to learn that they shut off our power without e-mailing us Why does this company care to send me monthly e-mails about my energy report when they cannot do more than send a letter via US Mail of possible shut off? It makes me wonder if Eversource is looking to collect the $reconnection fee from its customers on a frequent basis.Lastly, for us personally we feel we should be refunded immediately for the $300+ reconnection fee As already stated to the customer service representatives, we apologize for the oversight on our part to not pay the bill It was an unintentional oversight that will not happen again However to shut off a family's electricity the day before a nor'easter that is predicted to bring at least a foot of snow into the area seems unnecessarily harsh and full of disregard for this company's customer base.I can be reached via phone or e-mail if any additional information is needed at this time Sincerely, [redacted]

Dear Revdex.com: Please express my apology to [redacted] for not getting receiving a return callUsually, when a customer asks to speak to a supervisor the call is escalated to a senior representative and then a supervisor if the issue cannot be remediedIt is uncertain as to why the chain of response was not employed on the occasions that she called after receiving the April 13, letterThe April 13, letter explained the origin of the original $credit applied to the account There was a follow up letter dated May 3, explaining an additional credit to the account resulting in a credit balance of $ Thank you for allowing the opportunity to provide an explanation Very truly yours, Mary Ellen M [redacted] Regulatory Relations Specialist Eversource Station Drive, SUMSW Westwood, MA o 781-441- f 781-441-

A review of the account shows despite the reversal of the reconnection fees the customer had an outstanding balance that was unpaidThe customer received a bill dated 01/03/for a total balance of $Subsequent of the $being reversed, the customer’s balance was $These charges included a current bill of $and a past due of $On 01/05/a disconnection notice was mailed to the customer for the $with a termination date of 01/19/Since the past due amount was not paid by the termination date or a payment arrangement was not established the services were disconnected on 01/23/The customer has since spoken with a Customer Service Supervisor and services were reconnected on 01/24/

Dear Revdex.com: Thank you for forwarding the complaint regarding [redacted] A review of the records shows that Ms [redacted] had paid two separate transactions One transaction was a payment to a closed account number The second transaction was a payment to the active account number Once the payment on the closed account was located a refund check was issued Thank you for allowing the opportunity to provide an explanation Sincerely, [redacted] Regulatory Relations Specialist Eversource One NSTAR Way, SUMSW [redacted] o ###-###-#### f ###-###-####

The account final billed on 2/10/ A final bill was mailed to the location a few days later The customer paid the balance on 3/7/ Eversource uses a company for early placement It is not reported to the credit bureau at this time The customer paid in a timely manner

We were unable to locate any calls during the specified time frames of 04/15/to 05/15/The calls came in after service was disconnected

Effective October 2014, in the event a customer's service is turned off for non-payment, Eversource requires customers to pay a security deposit in addition to the delinquent balance to have service restored The amount of the security deposit is calculated based on the two highest consecutive bills from the past yearThe average from those two months is then recalculated for a day periodThe deposit is held until the customer establishes 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 A review of the account shows the customer’s service was disconnected on 10/20/therefore a security deposit of $was collectedThe month history from October to October shows a total of late payment charges were assessed and applied to the account therefore the customer is not eligible for a refund at this time

Dear Revdex.com: It is never our intention for a customer to experience a service interruption Unfortunately, the generator brought on site to energize did malfunction and another generator large enough to handle the load was brought on site Additionally, manhole access to our equipment was hampered due to automobiles The electricity bill is based upon kilowatt consumption and is measured by a meter When there is no power the meter does not spin and a customer is not charged Please accept our apology for the service interruption Sincerely, Mary Ellen M [redacted] Regulatory Relations Specialist Eversource One NSTAR Way, SUMSWWestwood, MA o ###-###-####