American Transmission Exchange

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 investigation for the basement lights is pending and the company has given the customer a payment arrangement.

A review of the account shows that we granted the customer service on 06/22/2017. The account was not set up on ebill until 10/23/2017 which means the bills were being mailed to the mailing address. Our records do not indicate that we received any of the bills back to the company. A shut off notice was mailed on October 2, 2017 with shut off date of October 16, 2017. With no payment arrangement or payments made to the account, service was disconnected on October 19, 2017 at 1:37pm.  All customers are required to pay a security deposit to get service reconnected and the same day reconnect is an option.  There will be no adjustments or credits to the account.

Meters normally slow down or stop, if the customer feels that it is a faulty meter they need to order the meter test. A meter test cost is $20 and needs to be prepaid prior to the test with an application.  If the meter is found to be faulty the $20 would be credited to their account or refunded.  The customer can contact Customer Service at [redacted] to discuss a meter test.  Eversource is not responsible for internal wiring or any potential issues internal.

The annual reimbursement price for solar customers in Connecticut is based on the average hourly Connecticut [redacted] real time locational marginal price (RT-LMP) for the hours 10am to 4pm during the annual period.  Attached is a copy of the Net Metering Tariff for the customer’s...

convenience.  The website for [redacted] is [redacted] and their phone number is ###-###-####. The customer may outreach to them to inquire about the pricing and how the Connecticut real time locational marginal price average is determined.

Due to the customer’s financial hardship, we are willing to lower the customer’s monthly payment to $125. Unfortunately we are unable to lower it to the previous budget billing amount of $105 due to the customer’s increased historical average usage. The $105 per month calculation was based on historical usage /billing from 06/20/13-05/21/14 which was a total of $1307.29 (7,234 kWh). The $145/ per month calculation is based on historical usage/billing from 09/19/14- 08/21/15 which was a total of $1597.46 (8,859 kWh). Please be aware that because the $125 is lower than the customer’s historical average usage, the customer may accrue a balance within the 12 months (length of the program) which may increase or decrease the monthly payment amount in the future. Please 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 company has jacked up my rate by close to 50% based on a disputed past due amount of only $60.00. The [redacted] program is designed for people facing financial hardship and all they have done is reduced my rate from $155 to $145 a month. This cannot be remotely considered a suitable reduction based on my history of $105/months payments for the past few years. I cannot afford $145, yet if I don't pay I get cut off which is straightforward blackmail. Any dispute has to be resolved and the fact that the company refused to address the matter I should not be penalized and face a 50% increase. They are just manipulating numbers and excuses to justify their outrageous rate hike and should be stopped, fined and penalized. They increased their rates, approved by the State, so it appears that my use has increased based on the new cost for service and supply. This is a bogus smoke and mirrors trick. Who else gets the right to force an increase of 50% per year? I wish I could get such a raise, when the LEI is only 4%.Something must be done to rein in Eversource from continuing these outrageous rate increases.
Sincerely,
[redacted]

After reviewing the customer’s account a representative made contact with the customer to inform the $20 returned payment fee has been removed from the referenced account.

Dear Revdex.com:Thank you for allowing the opportunity to provide a response to the customer's complaint.I have spoken with the customer and resolve the issue.If I can be of additional assistance, please call ###-###-####.Very truly yours,Mary Ellen M[redacted]Regulatory Relations Specialist

Complaint: [redacted]
I am rejecting this response because:
I have stated MULTIPLE times that no message was ever sent or received prior to the outage. I also stated that we would GLADLY provide a phone record to substantiate our claim regarding the negligence of the company. The claim was filed and was, unsurprisingly, never dealt with. This company is simply incapable of providing adequate customer service and refuses to admit their poor handling of this situation.
Sincerely,
[redacted]

A deposit demand letter was mailed to the customer on 8/3/16.  The options and due date were explained in this letter and warned they could be disconnected for non-payment of a deposit.  A deposit disconnect notice was mailed on 9/6/16 and the account was disconnected on 9/26/16. The customer is not required to pay over the phone with a credit card. The customer can pay over the phone with a check for no fee or could use the deposit account number to pay at an agency.  If they are unsure of what the deposit account number is they can call and speak to the credit department at [redacted]  If the customer receives assistance they could send documentation to have the deposit waived or provide a gaurntor or enroll in auto pay.

Eversource is a utility provider for Electric and Gas service in the states o[redacted] and [redacted]  Eversource would not be soliciting for service outside of it’s territory. Those calls are possibly scam calls. You can report those calls to your local police...

department.

The package that was delivered to the customer on February 2, 2017, has the information for the adjustment being billed.  It also has a contact person for any quesitons.  The customer can call the contact person for more information.

Complaint: [redacted]
I am rejecting this response because: When I moved out of that residence I never received any further correspondence from CL&P. There were no bills, statements, termination of [redacted] notices, phone calls, nothing. I had a forwarding order from that address to my current one for a full year and did not receive anything from CL&P or Eversource when they took over. Imagine my surprise when over 2 years later a collection account from Eversource appeared on my credit report. I never had an account with Eversource. Judging from the numerous complaints I read on Revdex.com about Eversource's collections practices, I am not surprised that this has happened to me. I believe when Eversource took over CL&P my account was one of many that fell thru the cracks until they audited the records from CL&P and I'm one of the unfortunate many who are now being unfairly penalized for a lack of organization.I currently have no income and am awaiting a decision on long term disability which will include some back pay. I request that the amount I did pay be honored, and that I be allowed some time (until back pay arrives) to clear up the $500=/- left. If this request is not fulfilled I will be unable to obtain housing in an affordable housing complex.
Sincerely,
[redacted]

Dear Revdex.com:
Please express my apology to [redacted] for not getting receiving a return call. Usually, 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 remedied. It is uncertain as to why the...

chain of response was not employed on the occasions that she called after receiving the April 13, 2016 letter. The April 13, 2016 letter explained the origin of the original $40.00 credit applied to the account.
There was a follow up letter dated May 3, 2016 explaining an additional credit to the account resulting in a credit balance of $352.07.
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
f 781-441-8765

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The only deposit disconnect notice I have received was on August 29, 2017.  Upon receiving it we made our bill current, and I then contacted them to figure out why this was happening.  With no prior knowledge of said disconnect, I was pretty aggravated.  There should be some paperwork citing rules and terms that the company uses sent out to it's customers.  I have been a customer with them for over seven years and this is the first I have heard of any of this.

A review of the account shows that a disconnection notice was mailed to the customer on 06/05/2017 indicating without a payment or a payment arrangement services were subject to disconnection after 06/19/17. The account currently reflects a balance of $374.65 which is correct.  The customer...

processed a web payment of $257.41 on 06/26/2017 at 12:47 pm. The payment, although a confirmation number was given [redacted]) was not processed instantly therefore was showing as “pending”. Our website only allows one payment per day therefore when the second web payment of $93.00 was processed at 1:02 PM it cancelled the payment of $257.41. When the customer processed the second payment they should have received a message (shown at the top of the page) indicating the following:
“A payment of $257.41 is scheduled for 06/26/2017. The payment can be revised or deleted.  No additional payment can be scheduled until this payment is processed”. 
The customer was sent an email confirmation at 3:15 PM confirming the processing of the payment for $93.00.
In regards to the customer’s payment of $629.50 for the security deposit, our credit card system only allows payments up to $600. Therefore, the payment of $625.00 had to be processed in two transactions of which there is a fee of $2.25 for every transaction processed. The $629.50 includes the total processing fees of $4.50. The customer will be receiving a receipt for the deposit in the mail and the deposit will be returned with 12 months of good payment history.

Dear Revdex.com:
Eversource’s technician examined the meter and found it to be operating exactly as it should.  There is no indication of error in reading or billing the account.  The bills represent only electricity which registered on the meter and was used on the premises.  The Massachusetts Department of Public Utilities ordered the meter to be tested by the state and the meter tested correctly.  
If the customer still considers the bill to be inaccurate, they have the right to appeal to the Massachusetts Department of Public Utilities.
                                Write:   Massachusetts Department of Public Utilities
                                        ...⇄ Consumer Division
                                        ...⇄ One South Station
                                        ...⇄ Boston, MA   02110
                                Call:        ###-###-####  or [redacted]
Sincerely,
               
Mary Ellen Molloy
Regulatory Relations Specialist
###-###-####

Our vegetation management team has agreed to remove the trees

Complaint: [redacted]
I am rejecting this response because:
How is this legal? Is my "security deposit " accruing any...

interest? To hold this kind of money on a customer account is absolutely ridiculous  especially when I attempt to make a payment and they lock down all options to pay any way except by speaking to a rep  and then to find they are closed at 6 pm  how many customers are you robbing of " security deposit s? I imagine there are millions of dollars in question  also what is this security deposit being used for? Maybe it is time the media is made aware of this practice.Sincerely,
[redacted]