American Transmission Exchange

Complaint: [redacted]
I am rejecting this...

response because: they were told before the Payment posted what it was for on march 22 ms or 23 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 2 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]

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]

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]

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.

Our system shows that the message was delivered to the mobile number on the account. The customer stated that they were going to file a claim.  it will now be handled through the claims process.

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]

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.

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

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.

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].

[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:Honestly, does it really matter if my name is not attached to the account anymore? You just put random address's meter readings on to our account. The...

account holders name is Thomas Lanigan. And we were just forced to pay $700.43 via western union to turn our power back on for not paying Octobers bill while on a payment plan that you estimated for us 9 months ago and claim that a few months we went over YOUR estimated amount came to this outrageous amount. Your company is a bunch of crooks. I bet you will still tell us we owe you hundreds of dollars more some how even tho we had to pay you what you claim to have been an outstanding bill. 
Sincerely,A non willing consumer.
[redacted]

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, SUMSW380 Westwood, MA  02090 o ###-###-####

A review of the account shows the customer’s total account balance is $2,587.92. The customer was previously on the New Start Program from 10/01/2015 to 02/11/2016 for $460.00 month. At the time of enrollment, the customer’s total balance was $2,137.57. The customer’s total accrued charges after the...

enrollment on New Start was $1605.70. Please find the breakdown below:
10/15/2015 billing statement: $317.85 (usage from 09/16/15-10/15/15)
11/13/2015 billing statement: $356.60 (usage from 10/15/15-11/13/15)
12/15/2015 billing statement: $391.42 (usage from 11/13/15-12/15/15)
01/19/2016 billing statement: $539.83 (usage from 12/15/15-01/19/16)
The customer made two payments of $460.00 on 11/05/15 and on 01/11/16 totaling $920.00. For each payment of the $460, Eversource deducted $178.14 from the customer’s balance of which is the total monthly forgiveness amount as long as the customer makes a payment. Therefore a total of $356.28 was forgiven ($178 x2).
On 02/12/16, due to the delinquent balance (60 days past due) the customer was removed from the New Start Program and reverted back to normal billing. At the time of removal from the program, the customers balance was $2466.99. Since the removal of New Start, the customer has accrued $1494.05 in monthly charges and $76.91 in late payment charges. Please find the breakdown below:
02/16/2016: $570.89 (usage from 01/19/16-02/16/16)
03/16/2016: $485.24 (usage from 02/16/16-03/16/16)
04/15/2016: $437.92 (usage from 03/16/16-04/15/16)
The customer paid a total of $1450.00 ($460 on 03/23/16, $490 on 04/14/16 and $500 on 05/03/16) therefore the customer’s balance to date is $2587.92. The customer’s monthly bills are based on actual readings therefore the customer is responsible for the balance of $2587.92. The customer may find a spreadsheet attached to reflect the balance breakdown.
If the customer wants to discuss their balance and usage further the customer may our Customer Service Center at ###-###-####. Representatives are available Monday- Friday from 7:00 AM to 7:00 PM. If the customer wants to discuss payment arrangement options and/or New Start re-enrollment, the customer may call our Credit and Collection Center at ###-###-####. Representatives are available Monday-Friday from 7:00 AM to 7:00 PM.

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.

Our records indicate there is a pending work request (dated 11/12/16) for streetlight repairs on [redacted] As a reference, the work request number is 2[redacted]. We typically perform a field visit within 5 to 7 business days from the reported date to assess the lights and depending on...

the nature of repair it may take up to 30 business days to repair.  A field visit is currently scheduled for today however is subject to change based on work activity and weather.