American Transmission Exchange

A review of the account shows the termination notice was sent to the customer on May 3, 2016.  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 05/19/2016.
The customer did...

attempt to process a payment on the Eversource website of $582.50 on 04/14/2016 however was returned on 04/20/16 due to an incorrect routing number and/or checking account number that was entered in by the customer on 04/14/16. When payment is processed Eversource automatically sends a confirmation number as confirmation however the payment is not processed immediately. On 04/21/16 the customer was sent a letter via mail informing we were unable to complete the payment due to no account/unable to locate.
Our records also indicate the customer called on 04/28/16 to inquire about the returned payment. At that time the customer informed the representative he would reprocess the payment for $582.50 however payment was never completed by the customer.
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).  Accrued interest is automatically applied to the customer’s standard billing account annually in January @ 1.5% interest.
 
Due to the claim of medical (made by the customer), Eversource issued a same day reconnection of service on 05/19/16 of which no reconnection fee was assessed however we are unable to refund the security deposit of $485.00 at this time.

In some instances, it may be necessary to estimate bills however our records show for the account in question the readings are all actual meter readings that were taken. The bills are calculated based on the kWhs used within the billing cycle.

Our records indicate that power was stored on 03/10/2018

A deposit request was sent on 7/28/17.  When the customer did not make arrangements for the deposit a disconnect notice was mailed.  The customer received 4 or more disconnect notices on their service within the last 12 months.   The rules are referenced in the deposit request and a warning is on each disconnect notice regarding the deposit. The customer can contact the NH Public Utilities Commission to discuss the rules at ###-###-####.

We have no record of any problems which would have affected your location on or about December 4, 2016.  What you may have experienced was a momentary outage.  Momentary outages can occur without Eversource receiving notice of it.
 
Momentary outages occur when a transient...

condition causes a short circuit (e.g. weather, tree limbs, animals, motor vehicle strikes).  Power is interrupted by an automatic protective device for short duration timed sequences in order to protect the electrical distribution system from damage.  Power is returned at normal operating voltages once the condition has cleared itself.
 
Eversource regrets your loss but the service we deliver is, by its very nature, subject to forces and conditions beyond our control.  No utility company can guarantee constant voltage or uninterrupted service nor accept liability for damages to the property of its customers unless negligence is involved.  There is no evidence that such was involved in this case.  Therefore, we must respectfully deny your request for reimbursement.

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]

Complaint: [redacted]
 
I am rejecting this response because:
Sincerely,
[redacted] The bill was paid , it does not remain unpaid , and the credit report is not accurate.

A review of the account shows a termination notice was sent to the customer on 06/19/15 for a disconnection date of 07/05/15 for the amount of the customer’s delinquent balance of $784.63.  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 07/14/2015. The due date of 07/17/15 on the customers 06/19/15 billing statement is for the current charges of $303.38.
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).  Accrued interest is automatically applied to the customer’s standard billing account annually in January @ 1.5% interest.
Our records indicate a reconnection request was made for the customer’s service address therefore service was reconnected on 07/16/15.

Dear Revdex.com:Eversource has contacted [redacted] and resolved the issue.Thank you for allowing the opportunity to provide a response.Sincerely,Mary Ellen M[redacted]Regulatory Relations Specialist

Complaint: [redacted]
I am rejecting this response because:
The original bank account on the electrical...

account that was charged(my ex girlfriends) was deactivated 3 years ago. I entered my routing and account info for both gas and electric. My gas bill is perfect and the electric has a problem. It is ABSOLUTELY a company error as my name is on the bill and her name is on her account and no one authorized a charge to her account. Again, I suspect companies like this take advantage of situations to collect fees. I also believe that once the old account with her card was cancelled they should of stopped carrying her card info per PCI compliance. I could care less about $44 but I do care about bad business practices when there is no other choice for providers. 
Sincerely,
[redacted]

After a review of the account, the account shows the customer made a payment on 12/01/15 for $642.64 therefore the service was reconnected on 12/01/15 at 3:58 PM.

Complaint: [redacted]
I am rejecting this response because:
I don’t know what these “iFactor” alerts are and was never informed about them.  Although Eversource May have complied with regulations in sending ONE letter via mail, it is more and more clear through every communication that this company only feels it needs to do the bare minimum in communicating with customers about such an important issue.  It is absolutely unethical to turn off someone’s power without so much as a courtesy call and/or follow up message.We reiterate our request for reimbursement of the $300 fee. 
Sincerely,
[redacted]

After review of the account, it shows that the customer was pre-qualified for winter protection and it was explained that she needed to get income verified at an agency for the winter protection program.  Without winter protection or hardship customer accounts can be shut off in the winter...

months.  On 02/14/2017 a shut off notice was sent to the customer. Without a payment arrangement or payment the account was disconnected for nonpayment.  No credits will be made to the account.

Complaint: 11738541
I am rejecting this response because: I do not see where it sayd to disconnect my service for this deposit fee.  I received 1 letter from Eversource and with in 2 week my lights are shut off . When I called and made a payment arrangement for this deposit I was told I have to call them each  month to pay this over the phone and pay a $2.00fee to use a debit/credit card and that if I log on to their site this won't show online.  The fact that I received this notice without warning is bad customer service.  Maybe this should be include as a courtesy on everyones  bill. When I called to ask wgat was going on I was told my lights aren't out due to an unpaid bill but rather for a deposit fee aftrr Ive been living in my apartment for 2 years is a bit rediculous.  If I had another option for electricity I would not stsy with this company.  
Sincerely,
[redacted]

A review of the account shows, as of today (12/17/15) two payments ($127.39 and $228.81) were credited to the customer’s account totaling $356.20. In addition, two late payment charges have been removed ($3.58 and $1.27) totaling $4.85. The customer’s account is now current with a balance of $296.94...

due on 01/13/2016. We apologize for any inconvenience this may have caused you.

A review of the account shows despite the reversal of the reconnection fees the customer had an outstanding balance that was unpaid. The customer received a bill dated 01/03/17 for a total balance of $1015.55. Subsequent of the $175 being reversed, the customer’s balance was $840.55. These charges included a current bill of $231.06 and a past due of $601.72. On 01/05/2017 a disconnection notice was mailed to the customer for the $601.72 with a termination date of 01/19/2017. Since the past due amount was not paid by the termination date or a payment arrangement was not established the services were disconnected on 01/23/17. The customer has since spoken with a Customer Service Supervisor and services were reconnected on 01/24/17.

We apologize for any inconvenience this caused the customer. Due to the security deposit of $535.00 being paid on 02/12/2016 we have waived the reconnection fee of $42.00.

A review of the account shows that the account was disconnected for $383. Notification of this went out on 03/30/2017. The customer receives a bill every month which shows the balance on the account.  None of the bills were returned to the company.  The deposit will be held until the...

account establishes 12 consecutive months of good payment history.

The final bill was forwarded to the correct address provided by the customer.  The bill remains unpaid, the report to the credit agency is accurate.

A review of the account shows the customer made a payment today (09/04/15) for $306.00. The pending disconnection has been cancelled therefore there will be no interruption in service.