American Transmission Exchange

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

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

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 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.

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

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]

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 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.

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

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 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.

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.

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.

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.

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]

A review of the account shows when the customer called on 05/29/15 to cancel service for 06/01/15 the customer requested the final bill to be mailed to the address of 1[redacted]. The representative informed the customer on 05/29/15 the balance was 0 however a...

final bill would be mailed sometime after 06/01/15. The final bill of $98.35 was mailed on 06/16/15 to the mailing address provided to Eversource on 05/29/15. On 12/28/15, the customer requested to pay the balance in full of which the payment of $98.35 is currently “pending” and will post to the account within 24-48 hours. Once the payment is posted to the account, the collection agency ([redacted].) will be notified (within 24 hours) and the customer’s credit report will be updated within 45 days to reflect as “paid”. However, once the payment has posted to the customer’s account, Eversource will send the customer a zero balance letter for her records. As of today, the customer’s mailing address has been updated to reflect the current address therefore the zero balance letter will be mailed to that address. The customer can expect to receive the letter within about 5-7 business days.

The delivery charges include the price for the delivery of electricity from the generating station (supplier) through the distribution system (substations, transmission lines, distribution lines) to the customer. These charges are multiplied by the amount of kWh the customer uses within the...

billing period therefore the total delivery charges and supply charges will change monthly. Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted]