American Transmission Exchange

Complaint: [redacted]
I am rejecting this response because: it is not good enough. I was harassed, charged, lied to and went without heat during cold weather even though I was given an appointment for 10/28  from 6-8 pm. You seem as though you think you are doing me a favor by discharging for the 175 when I wasn't home and then for the 10/31 appointment you made without my permission. I want a meeting in corporate local headquarters or I will see you before a judge. You wasted several of my work days. I deserve to be compensated for my time. You disgust me.
[redacted]

The move out order was entered by the customer on Eversource web site on 5/8/15 to final the service on 5/29/15. The bill was sent to the email provided per our instructions. The customer did not enter a forwarding address when entering the web move out order.  The customer contacted Eversource on 12/21/15 and provided a forwarding address and a billing and payment summary was mailed to the customer.  Another billing summary was also mailed on 2/22/16.
Eversource sends a final unpaid bill to early placement with Agency 1 on day 30.  This does not affect the customer’s credit history but Agency 1 attempts to collect the balance.  Agency 1 reported that a letter was sent on 7/9/15.  On 7/15/15 and 7/16/15, 26 attempts were made to reach the customer by phone.  8/19/15 the customer called the agency stating they were disputing and wanted proof of debt.  8/20/15 an itemized bill was sent to the customer.  Agency 1 closed with the account on 10/2/15.
The account was moved to Agency 2 a letter was mailed to the customer on 10/8/15. Around 30 days after it is reported to collection agency.  The collection agency reports to the credit bureau.  Another letter was mailed on 1/15/16.  A final demand letter was mailed on 3/4/16.  There were 28 phone attempts made to the customer by Agency 2.  No contact was made with the customer.  On 1/22/16 the agency received a dispute from the customer for debt validation.  An itemized bill was mailed to the customer on 1/25/16.  The account was closed with the agency on 4/5/16.
The account was moved to Agency 3.  A letter was mailed to the customer on 4/6/16.  The agency attempted phone contact on 4/7/16 but did not make contact.  4/13/16 Agency 3 received an email from the customer disputing the account and claimed she had requested verification of debt.  Agency 3 mailed a billing summary on 4/22/16.
Eversource has made sufficient notification to the customer and the debt remains unpaid.  The collection agency reporting is accurate and will not be removed.

Complaint: [redacted]
I am rejecting this response because the account needs to be credited 3.50. Your website would not let me make a payment so I was forced to call and make a payment over the phone. Thank you for everything else but in order to finalize and settle everything please credit my account $3.50. 
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]

Our records indicate that a notice was mailed on January 09, 2017.  With no response to this notification or the required payment amount, the service was disconnected on February 6, 2017. All customers that are disconnected for nonpayment are required to pay a security deposit for...

reconnection of service.  The deposit will be held until the account establishes 12 consecutive months of good payment history.

Complaint: [redacted]
I am rejecting this response because:
I was forced to make that decision because they were going to shut me off on the 11th if I didn't. I could only pay the $300 this month and they said it wasn't good enough and would still shut me off if I didn't say I would pay all of it on the 21st. So naturally I said I could pay all of it even though I cant, so I don't get disconnected.
Sincerely,
[redacted]

A review of the account shows the customer is on a payment agreement for $165/month (due on the 8th of every month) until October 2016. The customer is going to receive monthly billing statements to reflect the customer’s actual monthly charges including the customer’s up to date balance however...

because the customer is on the payment agreement the customer will continue to pay the $165/monthly instead of the “total amount due” that reflects on the billing statement.

Eversource is not responsible for internal wiring issues and will not investigate internal issues.  A Customer Service Representative offered to walk her through a breaker test but the customer declined.   The meter number can be provided and is also on the customers bill each month....

If the customer feels the meter is faulty they can contact Customer Service to pay for a meter test.

A review of the account shows that a disconnect notice went out on 09/28/2016 with a disconnect date of 10/12/2016.  Our systems shows that on 10/13/2016 a disconnect order was scheduled for Monday 10/17/2016.  It also shows that the customer scheduled a payment on Sunday 10/13/2016 at...

3:45pm.  The order was placed 3 days earlier. Without the customer contacting the company to inform of the payment pending we would not know that payment was being made. This information was explained to the customer.  There will be no refund or credits applied to the account

During the review period in order to determine a payment agreement, projections for future charges are based on estimations (based on prior usage history for the customer). Depending on kilowatt hour usage, rates, weather patterns etc. can affect what future bills will actually be therefore Eversource is not able to calculate these figures 100% accurately because again, these calculations are based on estimations. If the customer prefers, the current agreement can be recalculated to include the total account balance of $421.67 only. For example, any future charges would be due by the due date on each bill in addition to the monthly installment amount. There are 11 remainder monthly installment payments that are due on the 9th of every month until September 2016. If the customer would like us to recalculate the 11 month installment payment amount to include the current balance of $421.67 (excluding future bills), the monthly payment would be $38.33 a month. In addition, the customer would also be responsible for any future bills to be paid in full by the due date on each monthly billing statement. This calculation would be based on the customer’s actual use vs. estimated future bills which would avoid the customer from having a remaining balance upon the arrangement completion in September 2016. Please let us know if you would like changes made to your arrangement or the customer can call ###-###-####. Representatives are available Monday-Friday from 7:00 A.M to 7:00 PM.

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.
Thank you for helping me get through to Eversource power. They sent out another person to day to look at the power lines . Now they decided that they can trim the trees. That is all I wanted before when I asked them repeatedly to fix the trees on the line. They said they would cut the trees within the next week . I will feel a lot safer when it is done. I will let you know when they do the job. Thank you again for your help. [redacted]

The account for the first floor was switched over on 04/05/2017.  The tenant will be responsible from that day forward.

Complaint: [redacted]
I am rejecting this response because:  The cost to me and my family far exceeds the security deposit and the reconnect fees.  Those are funds paid...

by me because the utility forced payment in order to reconnect electric power on a 23 degree winter day.  Pain and suffering is at a minimum compensatory damage of $5,000.
Sincerely,
[redacted]

Dear Revdex.com:Thank you allowing Eversource the opportunity to respond to the customer's complaint.The issue has been resolved.If I can be of additional information, please let me know.Sincerely,Mary Ellen M[redacted]Regulatory Relations Specialist###-###-####

Eversource has addressed the customer's concerns and has offered options for additional improvement.  The company and the customer met with [redacted] Public Utilities Commission staff at the customer's home to review the customer's concerns, improvements previously performed by the company and the proposals for additional improvement.  Those options were modified somewhat as a result of that discussion.  Each option has been outlined with both the customer and **PUC staff and states which options, or portions thereof, are the responsibility of the company and which are the customer's.  Those responsibilities are consistent with the company's tariff, policies and procedures.

The customer’s total balance is $600.81 of which is a combination of two billing statements dated 01/15/2016 and 02/12/2016. The billing statement dated 01/15/16 was for $192.98 (usage from 01/05/16 to 01/15/16) and the billing statement dated 02/12/16 was for $407.83 (usage from 01/15/16 to 02/12/16) therefore the charges of $407.83 were for 28 days. Both of these billing statements were based on actual readings therefore there will be no credits applied to the customer’s account. If the customer would like to be set up on a payment arrangement please have the customer call our Credit and Collections Center at ###-###-####. There are available representatives Monday-Friday from 7 am to 7 pm.

[redacted]
I am rejecting this response because: the only reason why we relocated the service was because an Eversource Engineer told our electrician that we needed to. We were not informed before making that decision that there would be any charges. My husband and I were told by customer service and by this engineer that there would be no costs beyond what we had to pay to the electrician. The Eversource Engineer is now retired, and the company refuses to contact this person. This person, a representative of Eversource, told us there would be not costs. It is unethical to decide to charges us after we spent money to move the service. If the Eversource personnel made a mistake telling us there were not costs or fees, than that is there problem and they need to eat the cost. 
Sincerely,
[redacted]

A review of the account shows termination notices were sent to the customer on 09/02/15 and 09/23/15 with a disconnection date of 09/30/15. We have no record of any return mail from the postal service and no record of a payment or payment agreement established on the customer’s account prior to the...

termination date of 10/01/15. When the customer called on 10/01/15 to process payment for service restoral the customer was in deed advised that the service would be restored that same day. We apologize for any inconvenience this may have caused you. The representative should have made you aware that there was no guarantee of a same day restoration. When payments are made prior to 3:00 P.M, representatives are permitted to issue a same day reconnection however should be setting the customer’s expectation that there is no guarantee as this is dependent upon our mechanics availability out in the field. The representative should have explained to the customer if availability did not allow for a same day reconnection, then service would be restored on the next business day. Thank you for bringing this to our attention so we can provide the proper coaching to the representative. We have waived the $30 reconnection fee that was applied to the customer’s account. We appreciate the opportunity to serve you and value you as our customer.

A review of the account shows the charges of $364.61 were charges to reconnect the gas service at the referenced service address. The customer requested a disconnection of service on 05/15/15 and requested a reconnection on 10/23/15 therefore the customer was charged for seasonal reconnection fees....

For example, customers that disconnect service during the months gas is not in use and reconnect when gas is needed, the customer is charged a reconnection fee of $85 in addition to the number of months between the disconnection and reconnection of service multiplied by the applicable Rate's monthly Customer Service Charge and the number of months between the disconnection and reconnection of service multiplied by the applicable Rate's monthly Demand charge. For Commercial customers, we charge the Customer Service and Demand charges for the months the service was off.  This is because the customer's rate is based on 12 months of use.  Therefore, when the customer does not use the utility for all 12 months, they are not being billed the true rate.  These charges are there to recover annual fixed costs for the gas meter, the service line, the distribution line, the distribution pipe system, etc. that sits there each and every day to serve customers. When a customer disconnects, they are only paying a portion of these 12 month charges, so in order to make the rates fair for everyone, we back charge the customer for the months the service was off.  The Reconnect fee recovers the Customer and Demand costs that were accrued during the disconnection period. 
With this being said, the customer was not informed during either phone call (in May or October) that the above fees would be applied to the customer’s account. Due to the company error, the charges of $364.61 have been waived. We apology for any inconvenience this may have caused and appreciate the customer for bringing this to our attention. We value you as a customer and will be taking the appropriate measures with our representatives by providing any necessary coaching and/or training.
Please make note of the above seasonal reconnection charges shall the customer wish to disconnect and reconnect the service in the future within a 12 month period.

AFTER REVIEWING THE TREE LIMB, THE LIMB WILL BE REMOVED TOMORROW.