American Transmission Exchange

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, SUMSWWestwood, MA o ###-###-####

Effective October 2014, in the event a customer's service is turned off for non-payment, Eversource requires customers to pay a security deposit in addition to the delinquent balance to have service restored The amount of the security deposit is calculated based on the two highest consecutive bills from the past yearThe average from those two months is then recalculated for a day periodThe deposit is held until the customer establishes 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 A review of the account shows the customer’s service was disconnected on 10/20/therefore a security deposit of $was collectedThe month history from October to October shows a total of late payment charges were assessed and applied to the account therefore the customer is not eligible for a refund at this time

Dear Revdex.com: RE: Revdex.com- [redacted] Thank you for your inquiry regarding the electronic payments for [redacted] *** As a result of the inquiry an investigation was conducted The investigation revealed that there were two usernames created by the customer Each username connected to the customer’s checking account resulting in each sign on withdrawing from the customer’s account The oldest username has been deleted which will result in only one withdrawal going forward Additionally, the customer’s overpayment of $will be issued a refund check Eversource will also give the customer a $goodwill credit to be applied to the account Thank you for providing the opportunity to provide an explanation Respectfully yours, Mary [redacted] Regulatory Affairs Specialist

We apologize for any inconvenience this caused the customerDue to the security deposit of $being paid on 02/12/we have waived the reconnection fee of $

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 accountThere will be no adjustments or credits on the account at this time

Complaint: [redacted] I am rejecting this response because: I have not heard anything from the business! What are they going to do to resolve this issue? Sincerely, [redacted]

Our system shows that the message was delivered to the mobile number on the accountThe customer stated that they were going to file a claim it will now be handled through the claims process

Dear Revdex.com: Thank you for allowing the opportunity to address the concerns of [redacted] regarding electric service delivered to [redacted] A review of the account shows that the customer has been billed solely for her usage, the payments applied only to her account and the balance is correct Additionally, Ms [redacted] is contesting that she did not sign up with an alternate supplier for the generation portion of her billThe alternate supplier was [redacted] ***Records indicate that she had Liberty Power as an alternate supplier starting on December 17, through April 16, The total charges were $If the account did not have an alternate supplier for generation, the generation would have been billed a default fixed rate through Eversource for this period When a payment is received it is applied to the oldest outstanding debtThe account is seriously in arrears as the last payment received was September 15, 2015, so when a payment is received, a portion of a payment would be applied to the $alternate supplier debtCurrently, the balance owed to the alternate supplier is $and $1,to EversourceThe customer has been advised to participate in the arrearage forgiveness program If I can be of additional assistance, please contact me at [redacted] Very truly yours, [redacted] Regulatory Relations Specialist Eversource [redacted] W [redacted]

Complaint: [redacted] I am rejecting this response because: 1At the time of the first payment plan, I was told by MrMichael B [redacted] that there would be no further charges once I paid the money owed to EversourceMrB [redacted] already explained to me about the failure of the company to make the correct projections in regard to the second payment, but I don't see how that is my fault...and by my fault I mean that I should pay for their inability to project how much money I should have paid back initially Furthermore, what is stopping Eversource from now telling me once I pay this next round of overdue payments that there will not be yet another "Ooops we didn't project how much energy you would use and now you owe another $or $in back payments." Both of these payments errors were due to Eversource's lack of scrutiny on their part...incorrect meter readings and then incorrect usage projections Fair is fair I paid what I was told to pay Any additional money that they lost should come out of their pocket Maybe next time they will pay better attention to who is reading the meters and who is making those projections It seems somebody is not doing their job [redacted]

Eversource is a regulated company by the [redacted] The meter appeared to be malfunctioning starting in June but the account was only adjusted back to August to adhere to [redacted] Rule When the adjustment is calculated there are two methods compared, prior usage and usage on the new replacement meter The previous usage for the this customer from 2/23/to 8/25/averaged monthly 1,kWh The new meter recorded kWh in days or 1,kWh in a day/month cycle The new meter usage of 1,kWh was used for the calculation because it benefited the customerEversource would be glad to discuss this adjustment with you further and offer a long term payment arrangement###-###-#### M-F 7AM-7PM

Dear Revdex.com: Eversource is required to retain records When a customer elects to make a payment on a prior account number the payment would be credited to that chosen account Thank you for allowing the opportunity to provide an explanation Sincerely, Mary [redacted] Regulatory Relations Specialist [redacted] ***

Our records indicate the service at the referenced service address was in the customer’s name from 03/18/to 05/05/and there is an outstanding balance of $All monthly billing statements during that time period were based on actual meter readings therefore no adjustment will be applied to the accountDue to the outstanding balance, the account has been referred to the collection agency, [redacted] ***If the customer would like to discuss payment arrangement options she may call the collection agency at ###-###-####

Complaint: [redacted] I am rejecting this response because: The balance was not already removed from the accountEversource removed the balance and account after the Revdex.com complaint and has essentially prevented me from accessing the [redacted] accountIn addition, I would like a refund of what I paid for [redacted] ***t since Eversource deceived myself and the tenant into believing that service had to be transferred instead of disconnected despite being told by myself and the tenant that she was moving outI would like all monies paid for gas supply/delivery to [redacted] Sincerely, [redacted] ***

Complaint [redacted] I am rejecting this response because: I DO NOT have the means to pay this amount AGAINI never received a bill, statement or any other correspondence after I moved out of [redacted] It is outrageous that because the business failed to communicate with me that I am now saddled with this balance being on my credit reportIf I had received any sort of communication prior to seeing this on my credit report I would have worked at paying it down while I had some incomeNow I am destitute, I have no income and I am going to be couch surfing as of 4/23/I will be seeking legal advice on this situationThis is another case of the BIG company stepping on their lowly customerI know I'm not the only one since there are so many other complaints against Eversource Sincerely, [redacted]

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

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

The reconnection of service is scheduled for Monday December 7th In the event, service is terminated the reconnect of service is scheduled for the next business dayOur workload for today is filled therefore we are unable to accommodate your request for same day service We apologize for any mis- information the representative provided you regarding service being reconnected today and want to thank you for bringing this to our attention so we can take the proper corrective measuresYour account with be credited $for the inconvenience

Complaint: [redacted] I am rejecting this response because: I have two confirmation emails with different confirmation numbers stating I made seperate paymentsIts not my problem their bilking services are flawed Sincerely, R [redacted]

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

Dear Revdex.com: Thank you for allowing the opportunity to provide an explanation regarding the electric account at [redacted] #1, in [redacted] When an account is in arrears a notification of pending shut-off is mailed to the customer This notification specifically states it’s a Shutoff Notice and do not mail your payment The notification also advises the customer to call Eversource’s credit department prior to the shut off dateThe customer contacted Eversource after the service was shut off and stated they mailed the payment over a week ago but it still has not been received Prior to the shut off of electric service, the last payment received was five months ago This account has been shut off for non-payment in January 2016, June and August The customer has since provided an electronic check payment and a restoration order has been issuedThank you for allowing the opportunity to provide an explanation Very truly yours, [redacted]