American Transmission Exchange

Complaint: [redacted]
I am rejecting this response because: the...

problem was not solved.  I have already attempted to make the appointment and the company has failed in that endeavor twice.  I will say when the appointment is, then the company will make time for me.  This is ridiculous.
Sincerely,
[redacted]

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.

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.

Eversource has made several attempts to discuss the customers concerns but has not received a call back from the customer. Please call 800-[redacted] to speak with a supervisor.

A review of the account shows a refund will be mailed to the customer for $593.58. The customer’s deposit of $795 was applied to the customer’s total balance of $210.35. The balance includes bill dates 08/22/16, 09/21/16 and the final bill 09/28/16 totaling the $210.35 therefore the customer will be...

receiving the difference of $584.65 plus $8.93 interest totaling $593.58. The refund check will be expedited at the customer’s request therefore the customer will receive the check within 5 to 7 business days.

The customer entered the payment through the web on 7/30/17 at 2:12 p.m. for $50.00.  The customer did not enter a date for the payment.  The payment processed for the following day as a default. An email confirmation was sent to the customer. The customer then scheduled a payment on...

7/30/17 at 2:31 through the phone system for $80.00.  Both payments were processed as instructed by the customer.  Customer service spoke to the customer and advised her that they would refund the payment if she was able to provide documentation that the payment cleared her bank account.  The documentation has not been received.

After a review of the account, the customer’s balance will not be adjusted. The customer’s meter was not registering usage from 05/29/14 to 12/01/14 therefore the customer was not billed correctly for their electric usage. The customer’s bill was adjusted accordingly and the customer was set on a...

payment agreement on 03/05/15. The total back charges were $689.26. The Public Utilities Regulatory Authories (PURA) permits Eversource to back bill customers (if applicable) up to 12 months therefore the charges of $689.26 will not be removed.
At the time the payment agreement was initiated (03/05/15), Eversource projected the future charges and included those projections with the monthly installment plan. The customer used more electricity than originally calculated on 03/05/15 therefore leaving the customer a balance at the end of the payment agreement of $421.11. The usage was billed correctly (based on actual readings) therefore the customer is responsible for the billing charges. The customer is on an active payment agreement to assist with paying the balance.

The back billing is the service that was used at the location for the period the meter was not functioning properly.

A REVIEW OF THE ACCOUNT SHOWS THAT A DISCONNECT NOTICE WAS SENT OUT ON 05/23/2016.  THERE WAS NO CONTACT FROM THE CUSTOMER WITH A PAYMENT ARRANGEMENT OR PAYMENT, WHICH IS WHY THE SERVICE WAS DISCONNECTED.  ALL CUSTOMERS WHO ARE SHUT OFF FOR NON PAYMENT ARE REQUIRED TO PAY A SECURITY...

DEPOSIT.

Complaint: [redacted]
I am rejecting this response because:Finally, you have said that you estimate your readings. And I can’t trust you because before you would say that it’s actual readings. My bill goes up when I use the same amount of electricity. I don’t use electric heat. It’s not like I can do anything about it because you are a big company and Iam just that one citizen. My bill was at 150 and now it’s at 250 when I use the same amount of electricity. When you do that, I have to pay more and lose money. Iam not ready to pay that much. I have the children to take care of. Iam not paying theses bills until they are fixed. And if you want to cut off my electricity then go ahead.
Sincerely,
[redacted]

Our records indicate that a notice was mailed on January 11, 2017.  With no response to this notification or the required payment amount, the gas service was disconnected on January 26, 2017. A customer service representative verified the mailing address was correct in our system. 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.

In looking at the initial complaint from Revdex.com, an explanation of what happened was asked for.  In the response from the company the explanation was provided. If there was an email on file, an incorrect email would not have replaced it.  There was no information from any customer's account that was compromised.

A review of the account shows that we granted the customer service on 06/22/2017. The account was not set up on ebill until 10/23/2017 which means the bills were being mailed to the mailing address. Our records do not indicate that we received any of the bills back to the company. A shut off...

notice was mailed on October 2, 2017 with shut off date of October 16, 2017. With no payment arrangement or payments made to the account, service was disconnected on October 19, 2017 at 1:37pm.  All customers are required to pay a security deposit to get service reconnected and the same day reconnect is an option.  There will be no adjustments or credits to the account.

Eversource is regulated by the Public Utility Regulatory Authority, which states that all disconnect notices must be sent via mail.  The company now offer ifactor alerts which can alert the customer of a disconnect notice.  There will be no refund or credits to the account. The security deposit can be returned with 12 months of good payment history

After reviewing the customer’s account a total of $325.50 in reconnection charges, applied on 10/28/16 and 10/31/16 have been reversed. The customer is responsible for the $175 reconnection charges that applied to the customer’s account on 11/22/16 upon reconnecting the service.

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]

A review of the account shows that the customer chose to get their messages via text and our system shows that the text was delivered to the mobile number on the account. There will be no adjustments or credits on the account at this time.

Complaint: [redacted]
I am rejecting this response because:I bought over $400 worth of groceries that went bad because of this company’s neglect to get off their rear ends, and indeed see that I made a payment. I have unfortunately been a customer of these people for almost 15 years. They shut the power off first thing in the morning, because that’s priority. However, less than 5 minutes after leaving, I called this company, and was told he was going to be sent right back to turn the power back on. About 5 hours later, it was finally taken care of. If my simple request of a reasonable credit is not reached, I will not hesitate any longer to reach out to an attorney, and even the media. This is not right. 
Sincerely,
[redacted]

We apologize if you feel like you were treated unfairly.  All customers are required to pay a security deposit to restore service.

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, however it showed I made a payment of $39.04  which is exactly half of our bill & now the bill shows we owe more than half. $61.04. It's not too big of a deal but I'm not sure why this is??
Sincerely,
[redacted]