American Transmission Exchange

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]

[redacted]
I am rejecting this response because: I have done so already and have not had any response that justifies what has been done.  I have tenants with out hot water because of the delay in response.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is not based on my household's usage! This is based on a very old account Eversource added back to my account from many years ago! I was told this was illegal from other professionals but someone continued to place this very old account back when they were [redacted]. Initially had my prior usage down to a low balance and as soon as I did Eversource contacted me via letter about this old bill and now currently this situation . Eversource is ran by some straight out [redacted] This is not my usage most recently, this is an addedum from many years ago.
Sincerely,
[redacted]

AFTER REVIEW OF THE ACCOUNT, THERE WAS DISCONNECT NOTICE SENT OUT ON 05/10/2016 AND AGAIN ON 06/09/2016.  ONCE THE ACCOUNT GOES OUT FOR SHUT OFF THE ENTIRE PAST DUE AMOUNT IS NEEDED TO STOP THE DISCONNECT.  THE SECURITY DEPOSIT CAN BE RETURNED TO THE CUSTOMER AFTER 12 MONTHS OF GOOD...

PAYMENT HISTORY.  THERE WILL BE NO REFUNDS AT THIS TIME.

A review of the account shows the customer spoke with our Credit and Collections Department today (04/06/2016) and processed a payment of $300.00. In addition, the customer agreed to pay the remaining balance of $532.12 by 04/21/16. As a result, the disconnection notice was cancelled.

Complaint: [redacted]
I am rejecting this response because:I know what's on my bill, and why. I'm making this complaint based on the amount of what, because there is no why I'm being billed more. I am looking at a neighbor's bill right now, and everything under Delivery Services adds up to less than $25, not the more than the $40 I'm being charged. I have also been reading and photographing the meter myself, so I also know and can prove that my consumption amount is also bloated if we want to read things off to each.
Sincerely,
[redacted]

After a review, the account shows the commercial customer does not have any referenced business accounts under the exact same name with 12 months of good payment history, in order to waive the electric deposit.  The customer is conducting a business similar to the previous customer, therefore a...

deposit is required. 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.
 
We would be happy to set a payment arrangement for the customer to assist with paying the security deposit of $2,010.00. We can offer the customer 3 equal installment payments of $670. The 1st installment of $670 is required up front and the next two installments would be due 30 days apart. If the customer agrees and would like to enroll on the payment arrangement, please call our Credit and Collections Department at ###-###-####. Representatives are available Monday- Friday from 7:00 A.M to 7:00 P.M.

We were unable to locate any calls during the specified time frames of 04/15/2017 to 05/15/2017. The calls came in after service was disconnected

A review of the account shows the customer’s billing discrepancy is regarding the balance of $34.58 for the service address of [redacted]. As of 06/02/2015, the charges have been removed and the customer’s account reflects a zero balance. Please 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 accordingly. The customer will receive a zero balance letter confirming the charges have been removed. The customer’s account was not sent to a collection agency, therefore will have no impact to their credit report.

[redacted]
I am rejecting this response because:Ihave been a customer with this company for over 25 years not having any other choice as it relates to energy! I have had the same email address for over 25 years!  I have always given this company pertinent demographic information including my email address, telephone number, and mailing address.  They would have NEVER needed to contact [redacted].  Their response to the Revdex.com is to pacify my original complaint.  With complaint I'm seeing a patten of not accepting the fact that the company erred GREATLY!  I was told that a supervisor would contact me when I spoke with the customer service rep who could offer no explanation even adfter consulting with 2 supervisors.  It was at MY request, NOT Eversource, that my banking account information AND the incorrect email be removed from my account as I feel strongly that the account may have been compromised.  When I did get a call back it was from the same customer service Rep NOT a supervisor as had been indicated.  There was no direct number left for me to reach this customer service rep who added NOTHING in terms of an explanation to my original complaint.  Again, it is UNACCEPTABLE for any of my private information to have been emailed to a total stranger!  I DO NOT ACCEPT THEIR RESPONSE.  Eversource needs to admit that the dropped the ball and erred greatly regarding my account and I am sure their other customers![redacted] 
Sincerely,
[redacted]

The reconnection of service is scheduled for Monday December 7th.  In the event, service is terminated the reconnect of service is scheduled for the next business day. Our workload for today is filled therefore we are unable to accommodate your request for same day service.  We apologize...

for any mis- information the representative provided you regarding service being  reconnected today and want to thank you for bringing this to our attention so we can take the proper corrective measures. Your account with be credited $50 for the inconvenience.

Complaint: [redacted]
I am rejecting this response because:Again all answers were what you provide on your site and what your customer service reps read off their script - I asked specific questions which where not addressed and your costs still don't explain why your delivery fee is 100%+ more than usage. I can do math and I understand how to read my bill - I just don't understand how it costs more to deliver what is used. In other businesses when their delivery fee is higher than the actual product its because of a convenience...me having no say in delivery options nor the ability to save money with my delivery doesn't constitute a convenience in my opinion. 
Sincerely,
[redacted]

AFTER REVIEW OF THE ACCOUNT, THE CUSTOMER CALLED FOR SERVICE ON 03/16/2015 REQUESTING ELECTRIC AND GAS SERVICE.  WHEN THE CUSTOMER WAS ASKED WHEN WOULD YOU LIKE TO TAKE OVER SERVICE, THE CUSTOMER STATED THAT THE LEASE WAS DATED FOR THE PREVIOUS DAY.  THE REP EXPLAINED THAT WE COULD DO IT...

AS OF THAT DAY (03/16/2015) , THE CUSTOMER AGREED STATIING THAT SHE WANTED TO BE FAIR.  THERE WILL BE NO CREDITS GIVEN AS SERVICE WAS GRANTED WHEN REQUESTED

Complaint: [redacted]
I am rejecting...

this response because:
If you reviewed the account as stated you would have noticed that I am not good at paying the bill on time but everytime I received a shutoff notice I called to pay the bill to avoid it, I don't care what you claim I did not receive a notice. Also I have also always received a recorded phone message which now your company can not even be nice enough to do, was never a problem before. Next, when someone asks to speak to a supervisor because the person they are talking to on the phone is rude they should be able to, not be told no. You charge high enough prices that you could at least be polite to your customers.
Sincerely,
[redacted]

After a review of the customer’s account, our company has only received and processed one money order for $300 that applied to the customer’s account on 06/17/15. The additional money order with the tracking number of [redacted] has not been presented for payment at this time therefore we are...

unable to determine what may have occurred. The customer will need to request a refund from [redacted] by printing and completing the “money order customer request form” found on the [redacted] website including a copy of the receipt. The [redacted] location of which the customer purchased the money order from can process a cash payment from the customer to pay her electric bill for a fee of $1.50 instead of resending another money order if the customer chooses. We apologize for any inconvenience this may have caused you. The customer’s account will be credited $25 to go towards the customer’s account balance which will cover the cost associated with requesting the refund thru [redacted].

The customer’s account is under review and their concerns have been referred to our credit and collection department.  At the customer’s request a supervisor will contact the customer today (06/05/2015) for further discussion.  Please accept our apologies for the unsatisfactory...

experience you had with our company.

Complaint: [redacted]
I am rejecting this response because:I have tried to followup multiple times with the Eversource contact who came by the property (he left his card but all calls just go to voicemail). I was promised in person written evidence and/or verification that a notification was sent informing me that work was to be done on our property. Neither my neighbor NOR I ever received any such (legally-required) notification that work was going to be done on the  property. I strongly feel that there has been an extreme case of negligence many times over in this situation -- (1) first by the original crew who failed to listen to my requests not to cut trees on our property and did NOT file a report about the interaction we had; AND (2) the trees that were illegally cut down on my property were done so sloppily (looks like a 12 year old with a chainsaw went through indiscriminately); e.g. we had speakers hanging on some of the trees - the trees were cut down and the speaker wire sawed through - we also had a beautiful 7 year old birch tree being propped up (clearly showing care and attention to a tree we had planted and spent time to try to cultivate -- it was just cut down without care or restraint. Lastly, and most importantly - (3) there was communication negligence prior, as **NO type of communication was sent notifying us that work was going to be done.** As per this last point - our attorney explained that the latter issue is a legal obligation Eversource has, per ** RSA 231:172 ("II.  A licensee shall provide notice in writing at least 45 days in advance of any non-emergency cutting, pruning, or removal of shade or ornamental trees that is scheduled to take place on a landowner's property. The notice shall, at the option of the licensee, be given in person, or sent separately by ordinary mail, and not included in or as part of a utility bill or other regular communication, to the owners of affected land using the name and address that appears on municipal tax records for the property, or sent separately by electronic mail and not included in or a part of a utility bill or other regular communication, if the landowner has established regular electronic mail communication with the licensee.")SUCH NOTICE WAS **NOT** SENT TO US. And until such proof or evidence is provided that a letter was mailed I will consider this matter unresolved and the company (Eversource) is in breach of ** state law. I have requested multiple times that proof or evidence be furnished showing such a letter was mailed. Because we certainly never received one. I have requested (and not heard back) a formal explanation as to why no such notice was given and to be placed on a "do not prune" list. Additionally, I am requesting and strongly encouraging Eversource (and/or the company leveraged to illegally hack our land apart) to replace ALL 27 trees with similar or LIKE/same trees as reparations for the damage done to the property without notice, due regard, or landowner permission.  If this guarantee can be provided in writing I will consider the matter settled without taking legal action. Thank you,
Sincerely,
[redacted]

Dear Revdex.com:
Thank you for allowing the opportunity to provide a response regarding a commercial account that was in arrears.  The monthly bills are due when they are received and payment should be provided to the company.  When the payments are not received and the...

account is in arrearage then collection activities will commence.
Eversource has reached out to the customer to discuss this issue.
If I can be of additional assistance, please contact me a[redacted]
Very truly yours,
[redacted]
Regulatory Relations Specialist

A review of the account does show that there was a payment made to the electric bill on 05/15/2017 and it shows that the customer didn't notify us until the gas service was already disconnected.  At this time there will no adjustments or credits to the account.  The reconnect order was...

scheduled for the earliest possible time.

Complaint: [redacted]
I am...

rejecting this response because: Ever source waived the deposit fee 2 times. They were pulling funds from a closed bank account.   I think it is unacceptable customer service to tell a customer you waived the fee twice then EVERSOURCE changes what was PROMISED and disconnect my power. Where is EVERSOURCE's integrity AND ACTUALLY Y FOLLOWING THROUGH WITH A PROMISE AND KEEP WHAT YOU SAY IN AFFECT.  
Sincerely,
[redacted]