American Transmission Exchange

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]

A review of the account, shows that PURA liaison will be refunding the security deposit and waiving the reconnect fee.

A review of the account shows the termination notice was sent to the customer on 06/22/2015 with a disconnection date of 07/06/2015.  We have no record of any return mail from the postal service and no record of a payment agreement established on the customer’s account prior to the...

termination date of 07/09/2015.  
In the event a customer's service is turned off for non-payment and they do not have verification of hardship, we require the customer to pay a security deposit and the delinquent balance to have their service restored.
 
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) therefore we are unable to refund your security deposit of $815 at this time.  Accrued interest is automatically applied to the customer’s standard billing account annually in January @ 1.5% interest.

A review of the account, shows that the account heats with electric and the temperatures this year were colder than last year at the same time. Depending on what the thermostat was set on would determine if the heating unit was working constantly to maintain a certain temperature in the home. If...

the customer is interested in having the meter tested for accuracy, please contact customer service at ###-###-####

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 ###-###-####

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.

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.

The customer was called to be notified that the account would not be protected.  The account was already disconnected at this time.  The customer received assistance and has set up an arrangement.  There is a reconnect in the system for today.

Complaint: [redacted]
I am rejecting this response because: I was not aware that we paid the wrong account until May 24, in which time I called to resolve the issue and pay the correct amount.   I thought my house not having hot water was due to a hot water heater that was having issues.  I had a repairman come to my house only to learn the gas was shut off.  The company did NOT solve the issue within a reasonable time.  They made me wait 6 days before sending someone out to my house.  They have men on call 24 hours a day and could have sent someone out sooner than 6 days.  I also feel I should be waived the deposit fee and reconnection fee in good faith for the record of my payment actually being paid.  The company should make a distinction in the Electric and Gas company statements.  I know for a fact this has happened to other customers as well.  
Sincerely,
Kathleen Genovese

After a review of the account, the customer enrolled for e-billing therefore is receiving monthly billing statements electronically to an email address. Prior to the enrollment for electronic billing, the customer’s bills were being mailed to the service address however the bills were being returned...

by the post office.
At the customer’s request, e-billing has been removed from the account as of today (11/06/15) and as a result the bills will be mailed. If the customer does not receive the next bill (scheduled to go out on or about 11/13/15) please inquire with your local post office as to why you may not be receiving your billing statements.

A review of the customer’s account shows the deposit of $425 was waived on 06/24/15 as a result of the customer’s recurring direct debit enrollment on 06/23/15. Since the deposit was waived, the customer’s payment of $141.66 payment was applied to the customer’s monthly charges therefore no refund...

is applicable. Monthly payments will automatically be deducted from the customer’s checking account 21 calendar days after the date of the customer’s bill.

After additional review of the calls and the overall experience the customer has had with our company, it has been determined that the customer received less than adequate service therefore for good customer relations, the $175 has been removed from the customer’s balance. We apologize for any inconvenience we have caused you and will be taking the proper corrective measures so we may better serve our customers in the future.

After review of the account, it shows that the account was enrolled on New Start with a balance of $1597.21. During the program the customer used $1754.03 on the account.  There were 8 payments made totaling $1215.00.  The amount that was credited to the account for the new start program...

was $1064.88. The program was not completed so once the account closed the balance came back to the account.

AFTER REVIEW OF THE ACCOUNT, THE CUSTOMER INFORMED EVERSOURCE THAT HE MADE THE PAYMENTS ON THE GAS BY ACCIDENT, WHICH IS WHY THE COMPANY TRANSFERRED THE PAYMENTS TO ELECTRIC ACCOUNT.  ONCE AN ACCOUNT IS SHUT OFF FOR NON PAYMENT ALL CUSTOMERS PAY A SECURITY DEPOSIT AND A RECONNECT FEE.

Dear Revdex.com,   Eversource does not want their customers to be without power during a major weather event such as the recent blizzard or two Nor’easters.  We make every effort prior to such events with  tree cutting, staffing every restoration organization heavily, and...

providing information out to our customers to lessen the outage times and plan for the possibility of power outage.   Recent storms [redacted] have primarily impacted the lower South Shore and Cape Cod regions.  Storm conditions with sustained strong wind gusts between 45 to 90 mph greatly impacted the service infrastructure.   Eversource trims trees regularly throughout our service territory.  Tree trimming does not entitle Eversource to remove privately owned customer’s tress on private/town property like the trees that fell onto the power lines.  These trees took down lines/poles and other infrastructure electric equipment while blocking streets hampering restoration efforts.   Thank you for allowing the opportunity to provide an explanation. Very truly yours, Mary Ellen M[redacted]Regulatory Relations Specialist

Line workers, tree crews, and out of state utilities, have been working nonstop assessing damage, clearing roads, and restoring power since Wednesdays storm. We appreciate your patience as we complete this challenging work and we will have a state-wide estimated restoration time soon.

We apologize for issues you experienced with our phone system.  To protect our customers from fraud we do require a caller to provide information to verify the account.  You can contact Customer Service at [redacted] to discuss setting up a password on the account.  They can address...

your other concerns at that time. They are available Monday through Friday from 8am to 6pm.

The customer was billed to the meter reads which was actual usage received from the meter.  There is no charge to change to the meter. There will be no adjustments or credits to this account. A payment arrangement has been added to the account as requested.

Complaint: [redacted]
I am rejecting this response because:The fact that you have no record of me ending the service at [redacted] shows the businesses inability to keep accurate records. I contacted them and provided a forwarding address. I have also received forwarded mail from multiple sendors, but nothing from Eversource. Still to date, I have not been notified of any outstanding bills from Eversource, the only reason I'm even aware of this situation is because of a credit reporting company that I utilize. It is unethical to send my account to collections without ever notifying me. How could you expect me to be aware of the issue without any form of notification on your part? As soon as Eversource sends me a bill, I will be happy to pay it if it is owed. But with me being provided 0 notification of an owed balance, I once again ask for this balance to be removed from collections and the derogatory remark be removed from my credit report. 
Sincerely,
[redacted]

The customer of record (owner of the property) for the referenced account requested to have an alternative mailing address on file of which the termination notice was mailed to on 09/09/15. We have no record of any return mail from the postal service. As of 09/28/15, the mailing address has been updated to reflect the service address.