American Transmission Exchange

A member of our Executive Inquiry Team attempted to reach the customer this morning to discuss their concerns further and was connected to a voicemail in which the mailbox was full.
We thank the customer for providing feedback regarding their experience and sincerely apologize for the customer...

receiving less than adequate service. The customer’s concerns will be reviewed and addressed accordingly.

Complaint: [redacted]
I am rejecting this response because:     The matter only got resolved after I had to borrow money...

to be able to pay for the past due amount.  Without that amount being paid the electricity would still be off today risking my child's health.  As it was, the house was without electricity for a few hours.  Hours that with my son's health could've been detrimental.  Not to mention how cold it was.  All calls to the business were unhelpful and unsuccessful in getting the power back on.  I hope that in the future there's some consideration for the health of my child and that power is not shut off  indiscriminately.   As I stated, I had been struggling to pay, but had made several payments.  The electric company has the upper hand in that everyone needs electricity and cannot live without it, therefore they can do whatever they please.  Irregardless of individual circumstances,  even though they will always get their money.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1. the bill dated on August 23 has a meter read date as August 22nd.  Not July as Eversource replies. He lies about this.  The other customer representative replied to me on an email dated 9/14 as: The reason it was so high is because the payment of $57.26 wasn't received until September 9th.  [redacted]
[redacted]
[redacted]The bill from August 24 clear shows no ANY electricity usage but monthly fee.  Juan has replied that I was charged $25.48 is because you did not receive my payment of $57.26 until September 9th.2. The first bill has no due date and I paid my bill in early Septemer, within 10 days of receiving the bill.  The way Eversource charges customer as such is totally unacceptable.  If they do not resolve this, I will have to take this t[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I want to reject the answer from Eversource. Due to their negligence of mailing my bill to a insufficient address my account went to collections and ruined my credit score.  I have spoken with the credit collection agency supervisor.  Since then they have informed me with Eversource's permission they can completely remove the judgement off my credit report. The account was paid in full. I was unaware of this bill because I moved and they failed to forward my bill to the billing address. I'm trying to finance a home and due to me pulling my credit I was made aware of this. The judgement has dropped my score 145 pts. I would like this resolved please. A manager was suppose to call me back within 48 hrs and haven't called. I'm unsatisfied with a letter due to the fact of their negligence. Thank you,
Sincerely,
[redacted]

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]

The final bill was sent to the mailing address of which the customer provided on 05/29/15. We apologize for any inconvenience this may have caused the customer however after reviewing the phone recording from 05/29/15, no negligence was identified on behalf of Eversource. At the customer’s request, someone will contact the customer as soon as possible to further discuss her concerns.

Eversource is regulated by the Public Authority Regulatory Authority, which states that an account can be shut off after 35 days and $75 past due. A review of this account shows that the account billed on 02/26/2018 and the shut off notice went out on 04/02/2018 which was 35 days.

Complaint: [redacted]
I am rejecting this response because:They have not taken responsibility for the issue with my payment being processed by their payment portal having issues and advising incorrect information.  The attempted to blame the problem on me and advied that I did not know how to use their portal.   A customer service representative that I called regarding this issue advised that the issue was clearly on the side of the Eversource portal and working working on a resolution.  I want them to take responsibility for their actions and the way the treat the customers.  Rude and very unprofesstional
Sincerely,
[redacted]

The customer was contacted and the refund was wire transferred.

[redacted]   Hopefully, Eversource's correction of the start date my meter going back into my name indicates that Eversource reviewed my account, which is what I asked for;   now that Eversource has corrected by billing, I need to a bill with my current balance sent to my address so I may know what I currently owe, as Eversource sent me a bill for an additional $26+, right after I paid the $94+ bill on July 3rd 2017.   I always pay my bills in full and with a credit rating of 799, I cannot take a chance Eversource will negatively effect my hard work and commitment, especially now as I am seeking to move,   so I need a physical bill - sent to my mailing address - showing the current balance of my account.

A review of the account shows that a disconnect notice was mailed out on 1/08/2018.  Pura regulation requires Eversource to send notification through the mail. Eversource now offers [redacted] alerts where the customer can sign up for certain types of alerts to avoid this situation in the...

future.

Switching supplier does not protect your electric service.  A deposit is requested based on the number of disconnect notices received in a 12 month period or disconnection of service.  The customer met the requirements and ignored a deposit disconnect. Eversource is a regulated utility by...

the NH Public Utilities Commission.

Complaint: [redacted]
I am rejecting this response because: we paid always as much as we can do every month. This company has increase everything from the price of the gas to the monthly fee. Our bills has increased al least 50 percent. It was impossible to keep up. We were paying at least 150 dollars per month and we were catching up with the Bill thanks to fact that in spring and summer the usage of gas is very low and the bill as well. The shut off the service requiring an outrageous payment to keep the service. 
Sincerely,
[redacted]

Complaint: [redacted]
Can you please notify your customer service representatives who take emergency outage calls. Because I was told it would take 2-4 business days for repairs. I noticed that the utility pole lights are now on. Thank you for your assistance with this matter. Sincerely,[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1At the time of the first payment plan, I was told by Mr. Michael B[redacted] that there would be no further charges once I paid the money owed to Eversource. Mr. B[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 $400 or $500 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]

Complaint: [redacted]
I am rejecting this response because:I called to set up service and while I was told to contact the solar department to let them know that I had solar panels, not to set an account then, in fact the person I spoke to took my social security number and said I was all set except I would still have the solar department bc by the time I had called the department was closed. Priot owner called to cancel and was told my information was in the system. Yet someone came to turn her power off, but no one thought of electricity for the new tenants? By the time I am writing this my wife is informing that crew have arrived and turned in power. This is all we wanted 
Sincerely,
* 
[redacted]

The meter was read every month and was not estimated. The meter was changed out in March to a new style of meter. The customer needs to make an arrangement to prevent disconnection.

Dear Revdex.com: Thank you for providing information regarding the Baker’s experience with Mass Save.  The Baker residence is heated with natural gas and thus is a National Grid customer when it came to scheduling the Home Energy Assessment / WiFi installation.  However,...

Eversource has reached out to the program administrators and they have contacted the [redacted] regarding the scheduling of Home Energy Assessment.   If I can be of additional assistance, please contact me at [redacted].   Very truly yours, [redacted]EversourceRegulatory Relations Specialist

The total charges include both supplier and delivery charges. The customer is billed based on the amount of cubic feet of gas (CCF) used within the billing period.  The billing statement the customer referenced (dated 1/17/2017) was for the billing period of 12/14/16-01/17/2017. The customer...

used 243 CCF compared to the prior billing statement dated 12/14/2016 of 140 CCF. A review of the usage history for the referenced address shows usage typically increases in the month of November through April as a result of an increase in gas heat.
Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted]). As a reference the customer may refer to our website for further explanation of Eversource charges at https://[redacted]l/my-account/billing-payment/understanding-my-bill

A review of the account shows the customer was disconnected in error. The customer was contacted today to inform their service will be reconnected this evening.