American Transmission Exchange

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.

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

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.

All payment arrangements are based on the balance on the account and the customer's usage history.   Based on the customer's balance the lowest arrangement offered would be $500 initial payment and $446 per month.

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.

Complaint: [redacted]
I am rejecting this response because: 165$ was paid for the past due, never once was I notified of a massive $463 "security fee" and people who are on energy assist or have their whole bill taken care of with my tax money don't get this taken from them. I have NEVER had this happen in the past... and the treatment is unfair. I work hard and that money is to maintain the place that I live in... it's basically being stolen from me. I had NO problem paying which was late.... but to have the rest of my checking account drained because of this so called " security fee" that I had no idea about is a horrible way of business. You stole from me and my kids. If I lived off the state this wouldn't be a problem, this "security fee" wouldn't been taken from me. I will go to a lawyer and make this much bigger if I have too. I take complete responsibility for the $165 but you just took every last cent in my account. I want it refunded to my bank account. I know people that work for the company that say they've seen bills outstanding to $22,000 because they live off the state but I owed $165? And paid it! And I'm getting slapped in the face with a "security fee" which I had no idea there even was one? 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I have power now thank you for coming out yesterday instead of today as had been scheduled. I find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Revdex.com:
Thank you for allowing Eversource the opportunity to respond to the customer's concern.
Eversource has reached out to the customer and resolved the issue.  If I can be of additional assistance, please contact me at [redacted]
Very truly yours,
[redacted]...

[redacted]
Regulatory Relations Specialist

Why is it possible to be able to pay on an account that has been closed for 3 years? When I called to confirm and let them know that I paid it on line why wasn't this looked into under my name? 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

[redacted]
I am rejecting this response because:  I would like to have all recordings reviewded from 4/15/17 to 5/15/17.  All they have done previously is look in our record and state nothing is documented.
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 1 letter that Eversource claims having mailed in February was the only communication they (supposedly) sent prior to discontinuing our electricity on 3/20/18.  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 $300 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 3/21/18 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 advance. Had 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 $300 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]

A review of the account shows the gas service was reconnected today, 01/29/16 at 11:37 AM.

Complaint: [redacted]
I am rejecting this response because: eversource charged me $400 for ten days of service for gas usage that I hadn't been using. The landlord has already checked piping and everything is fine. I'm disputing the amount because no one can use $400 worth of gas in ten days. The electric bill isn't the problem, the gas bill is. Theyre overcharging customers because its winter and are trying to con customers with their over inflated rates. As a new customer I was told that I'd be getting a discount and would be charged less for the first year, then at the end of the year I'd have to decide if I wanted to keep the current rate. I've seen no such discount and in fact I've been charged very high rates from day one. As I didn't have hot water during the time of this billing cycle I feel that I'm entitled to a bill credit because if the heat stays at a temperature range of 65-68 degrees, and I had no hot water, how can I be charged $400 in town days? They claim to have actual readings but its obviously not accurate.
Sincerely,
Michelle Thompson

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 month. It still doesn’t explain the incompetency of the first 3 times I called about transferring services into my name and it taking several calls afterwards for them to finally get it right. These are not the only times I’ve struggled with them, it’s just a few that I can most recently name. If there was another option for gas and electric besides Eversource, you’d better believe I would be with the other company. 
Sincerely,
[redacted]

AFTER REVIEW OF THE SITUATION, ALL SEASONAL CUSTOMERS PAY THE CUSTOMER SERVICE CHARGES WHEN SERVICE IS RECONNECTED BACK AND A RECONNECT FEE. EVERSOURCE IS REGULATED BY THE PUBLIC UTILITIES REGULATORY AUTHORITY AND HAVE BEEN APPROVED TO CHARGE THESE FEES

The account final billed on 2/10/17.  A final bill was mailed to the location a few days later.  The customer paid the balance on 3/7/17.  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.

Dear Revdex.com:
Thank you for allowing the opportunity to address the concerns of [redacted] regarding electric service delivered to [redacted]. A review of the account shows that the customer has been billed solely for her usage, the...

payments applied only to her account and the balance is correct.
Additionally, Ms. [redacted] is contesting that she did not sign up with an alternate supplier for the generation portion of her bill. The alternate supplier was [redacted]. Records indicate that she had Liberty Power as an alternate supplier starting on December 17, 2014 through April 16, 2015. The total charges were $354.11. If the account did not have an alternate supplier for generation, the generation would have been billed a default fixed rate through Eversource for this period.
When a payment is received it is applied to the oldest outstanding debt. The account is seriously in arrears as the last payment received was September 15, 2015, so when a payment is received, a portion of a payment would be applied to the $354.11 alternate supplier debt. Currently, the balance owed to the alternate supplier is $100.71 and $1,727.24 to Eversource. The customer has been advised to participate in the arrearage forgiveness program.
If I can be of additional assistance, please contact me at 7[redacted]
Very truly yours,
[redacted]
Regulatory Relations Specialist
Eversource
2[redacted]
W[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: due to the fact that the tech refused my method of payment is an unfair and unjust. you need better business practices. not everyone has paper checks these days. you do except online payments. to refuse a payment  to charge a customer fees is unjust.as I stated I did not know about the disconnect, let alone receive a bill. 
Sincerely,
[redacted]