American Transmission Exchange

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]

After reviewing the customer’s account with our Claims Department, it was confirmed that the claim submitted on 06/22/15 has been denied. Our Claims Department confirms that the incident with the transformer on 06/19/15 was a result of a bird coming in contact with our electrical equipment....

Therefore the losses you sustained were not the result of negligence or poor workmanship on the part of Eversource.

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.

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.

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]

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.

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.

Your deposit was changed to “monitored” on 11/24/15 however the monitoring period is retroactive and starts from the time your account became active on 10/16/2015. The monitoring period is a maximum of 60 days however your deposit can be quoted any time after 45 days. The monitoring duration is based upon your billing cycle of which begins on or about the 30th of every month therefore your deposit was assessed after the 45 day mark. Since your account has been activated, we have had 2 actual meter readings therefore we were able to quote a deposit based upon that 45 day period. The deposit balance due is $1940.00 which is significantly lower than the previous deposit requested of $3320.00. We apologize for any inconvenience this may have caused you however we are unable to waive the deposit as there are no referenced accounts under the business name of [redacted] [redacted]. Please call our Credit and Collections department at ###-###-#### to inquire, payment arrangement options.

Complaint: [redacted]
I am rejecting this response because: Iso tells me they have nothing to do with it 
Sincerely,
[redacted]

Customer Service spoke with the customer 15 minutes ago and advised her that the payments were found.  The customer used the wrong account number to make the payments.  The payments were transferred and only current charges are owed.

After a review of the account, our records indicate a request for service to the new building was not submitted until December 10, 2015. On December 15th (two business days from when the work request was received) an Eversource Designer went to the location to check the area for a pole set, stake...

the pole and mark the area for call before you dig. During the visit, the customer requested Eversource return the following week to set the pole. The designer informed the customer that this was not possible due to work that was already planned, the work order process (billing, call before you dig, etc.) and with the holidays.
Municipal approval was received December 17, 2015 and on December 21st, 2015 (7 business days from when the work request was received), the work order was written and the customer’s bill was created and mailed to the customer.
The Eversource Designer was driving by the service address on December 22nd and noticed that the electrician installed the service on the opposite corner (in the back of the building) therefore stopped at the location to speak with the owner. It was explained that the electrician had to set the service entrance so Eversource could attach the service drop from the pole without crossing the roof (per Eversource policy). At this time, the customer requested again for the pole set and service energized as soon as possible. The Designer informed the customer with the holidays it would probably be at least 2-3 weeks to get the pole set.
The bill payment was not received by the customer until 01/08/2016. Eversource does not install any infrastructure until payment is received. Eversource's typical schedule for a complex service request is 15 business days from the date the payment is received.  The work order has been going through the scheduling process and the work is scheduled for next week therefore this is within the 15 business day commitment to the customer.

The customer’s concerns were forwarded to the Eversource Business Contact Center on 09/28/15 for further assistance.  As a result the customer received an email dated 09/28/15 advising the customer of the status of her request and the next steps to follow.  If the customer has any further...

questions or concerns please respond to the email and the Interconnections Manager will assist you.

Complaint: [redacted]
I am rejecting this response because:  I told the woman on Wednesday we received no such email in our mailbox no such email to my wife's email address.  I was told by the woman on the phone Wednesday the response did not go in the mail it came to the email address, the person Thursday told me it came to my mailbox which it did not. The manager on Friday today said once again it was sent to our physical mailbox and not email. we received no such letter which I told her repeatedly. I want a credit for the amount of the deposit since they do not issue refunds. not the dress that fact it was not in my mailbox. nobody address the fact why I put $1000 on the credit card the moment I found the power off when I could've put the $151 on the same ctedit card.  ever source be me and my wife choose to let our daughter sleep in an unsafe, unhealthy condition 87° upstairs where the bedrooms are, in the dark on the hottest day of the year.  with no notice regardless of what they say I received no notice.  ever source does not care about they don't care about very little kids or if they are in extreme heat all night long as long. as they get their absorbent amount of money.  they also possess an inability to see the situation does not make sense for what it costed me if I had just received the notice I never received .
Sincerely,
[redacted]

Due to the way our systems work and the way payments post to the account, there is no way to split the payment. The agency would've needed to send 2 separate payments. Being on the program requires the customer to make a payment every month.

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, the customer was given the first available date for the meter exchange. If the customer cannot keep the appointment the customer should contact the company to schedule a time when he is available.

Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the Public Regulatory Utilities Authority (PURA).  Eversource has not had an increase in gas charges for the current heating season.

After review of the account, it shows that the previous tenant called to end service on 07/13/2016 which is why the gas went off.  The customer didn't call to accept services until 07/13/2016.   There will be a good will credit placed on the account for the gas not being set up.

The customer was part of the [redacted].  A letter was mailed to the customer on 12/14/15 informing them of the meter project and provided a phone number to schedule the meter exchange.  The customer did not call to schedule the exchange prior.  The technicians knock on the...

door and do carry credentials. The meter was exchanged on 1/8/16.  Another letter was mailed to the customer on 3/3/16 advising them that the meter reading schedule would be changing as a result of the [redacted] Project. The new meter allow more meters to be read each day which required the meter routes to be enlarged.  The customer is encouraged to contact Eversource at ###-###-#### to set up a payment arrangement.

Dear Revdex.com:Eversource has reached out to the customer in attempt to resolve this issue.  Unfortunately, the customer has not returned my call.    Please let customer know that I would be happy to discuss the complaint.   Very truly yours. [redacted]...

[redacted]Regulatory Relations Specialist[redacted]