American Transmission Exchange

After review of the account it shows all bills were mailed to the customer's address on file and none of them were returned to the company. Once service is disconnected for nonpayment, in order to get it restored the past due amount needs to paid and a security deposit for the next business day as...

Eversource does not do same day service. The security deposit is refunded after 12 months of good payment history.

Hi - I just...

wanted to let you know in writing that a supervisor reached out to me and said they will not bill me for the time  I was not there. I do not want this compliant to appear as resolved until the bill shows up confirming this information. I am not willing to take there "word" for it. Once the bill arrives confirming they did not charge me for electricity that was put in my name with out my consent I will promptly reach out to you and inform you the compliant has been settled.  Thanks,[redacted]
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: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]

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]

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]

The customer can file a claim on our website

All customers are required to pay a security deposit when services are disconnected for non payment. The security deposit is based on the highest 3 months of usage in a year for the customer.

Complaint: [redacted]
I am rejecting this response because:i have never let my electric bill go this far without being paid. But I sent it  out late and it didn’t get there in time. I’m very responsible, this one time I wasn’t. 3 weeks ago I found out that my mom has [redacted] and it’s devastated me, my sisters and brother, my whole family. I don’t deserve this security deposit plus $100 same day reconnection fee, on top of $30 to stop payment on the check mailed out March 1st. I just wish there would be a little compassion in my case. Any chance I can get my $330 security deposit back without waiting a year? 
Sincerely,
[redacted]

Dear Revdex.com:
Thank you for forwarding the complaint regarding [redacted].  A review of the records shows
that Ms. [redacted] had paid two separate transactions.  One transaction was a payment to a closed account
number.  The second transaction was a payment...

 to the active account number.  Once
the payment on the closed account was located a refund check was issued.
Thank you for allowing the opportunity to provide an explanation.
Sincerely,
[redacted]
Regulatory
Relations Specialist
Eversource
One
NSTAR Way, SUMSW380
[redacted]
o
###-###-####
f  ###-###-####

A review of the account, shows that service ended on 04/20/2017 with a balance of $641.99. The last bill for this account was date 04/21/2017 which was the final bill for the account, no other bills have generated to the customer from this account. The customer is responsible for the balance.

Dear Revdex.com:The notification informs the customer to call Eversource to prevent shut off.  The customer has informed the Revdex.com that they did not call.  In the future it is suggested should the  customer  receive another shut off notice to utilize the phone number on the shut off notice to prevent collection activity.Thank you for the opportunity to provide a response.Sincerely, [redacted]Regulatory Relations Specialist

Complaint: [redacted]
I am rejecting this response because:The facts remain as follows:The account was closed BEFORE 5/30/2015.   Call records will show the phone  call was made in mid  April 2015.   I CLEARLY informed the representative via telephone of my forwarding address AND my telephone number.  BOTH of which she noted on my account.  At that point, I no longer had access to my account because IT WAS CLOSED.   I did not and would not request nor allow a final bill to be sent to email which was no longer in use at that time.   I was moving and cable was already canceled at this point, obviously my email is connected to cable and this was also turned off.   This is common sense.  I have also checked with Comcast and verified that no email was received on my account during the period of time indicated by EVERSOURCE.   I can provide documentation of this if needed.   No attempts were made whatsoever via phone or mail to contact me regarding the balance.   AGAIN, Eversource did not attempt to contact me in any way to send a final bill.  They sent derogatory information directly to my credit report nearly a full six months later.  No correspondence in between whatsoever. This is an unlawful and unfair business practice.     It is usual and customary and required by the Fair Credit Act to contact a customer before sending them to a collection agency and simultaneously reporting false and negative credit information.  When I spoke to the collection agency, the individual stated that I was not the only customer they were doing this to and that he was getting hundreds of similar complaints.   The explanation regarding budget billing is not relevant to the situation in question.  I am not debating that there was a final bill due.  I am debating the unlawful billing practices and violation of the Fair Credit Reporting Act.   I request that all negative reporting be removed from my credit immediately and a legitimate final bill sent to me that I may review.  This is my right as a consumer.   The bill mentioned which was sent in December was mixed with two old address which I have not lived at in over 3 years.  It did not start with a zero balance.  In addition, it included charges for a period of time after the account was closed.    I have verification of the dates I moved out and I am not responsible for the new tenants electrical usage.  It was very unclear how they arrived at the total amount due.  I will pay the inflated bill  once I am provided with a clear itemized usage for the period of time I was there, specifically the usage you are able to obtain when you sing on to your account online.  You are shown the breakdown of charges for delivery and supplier and average daily usage.  I am entitled to this information for the period of time my account was active.  Again, I have no issue paying a final bill.  I want all of the false information removed from my credit report.  In addition, I had previously requested via Jessica to have the property meter reviewed as I believe the charges are inflated or the meter is defective.  I explained to her a story I had just seen of this very problem.  This was refused.  At this point it is clear this will never happen.  At the very least  I expect to have the FALSE information removed from my credit.  Lastly, I would mention that Eversource may want to consider training their managers to respect customers.   I am a highly educated business woman and did not appreciate being talked down to and ridiculed by someone in a management position.  I would never treat clients in this manner.   The young man from the collection agency provided me with better service than any manger I spoke to.  And that poor young man was afraid to give his name out.  Something is clearly wrong with the way business is conducted if they are not held accountable for following laws around fair billing and collection, and are allowed to ruin consumers credit unlawfully.  Perhaps Eversource feels they can do what they want because they monopolize the industry, they are a huge corporation and I am one person.   I can assure you I am not the only consumer who has had this experience.  Thank you[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: no one is answering the known question, HOW IS THERE USAGE WHEN I HAD NO HOT WATER AND MY HEAT WAS BARELY ON?! The news reported a story on them because they've been charging customers outrageous prices for services in the winter, If that doesn't warrant an investigation then someone isn't doing their job. The rate at which they're charging me for basic utilities is ridiculous. Had they charged me $300 for the first month I wouldn't even be contacting you, however my bill is 2x as much as it should be and I've only been a customer of theirs for a month!! Who charges their customer $600 for one month of service?! They're charging too much with hidden fees and unbelievable rates and you're not seeing that. This was obviously a waste of my time and now I see why people don't try to resolve their issues this way. Its a waste of time when the government allows businesses to treat people this way, this is why the economy is failing and why people living in the u.s. are still living in poverty while people working for companies like eversource will always get ahead. I have no reason to lie, our pipes were frozen from the snow storms which is why we had no access to hot water, the landlord has since fixed the issue. If our heat is staying on at a base temp of 65-68 degrees and we were UNABLE TO USE HOT WATER, how is there enough usage to warrant a bill being so high?!?! Something is Addi g up regardless of what they're saying.
Sincerely,
[redacted]

Complaint[redacted]
I am rejecting this response because: it's not the way I wanted it to work it's what the program paid!! Like I said the notes should go back to March 22 or 23 stating what it was for! It paid the 195$ to start program and 3 payments Since I just started working eversource can't just do what they want with the money when it was meant for something else
Sincerely,
[redacted]

Eversource received the customer’s sales contract today, November 3, 2015 and will expedite the installation within the next two weeks.
Eversource typically has a backlog of service requests in the weeks preceding the heating season and we are working to resolve that backlog.  We contacted...

the Construction Department and requested that the cost to serve be expedited. Sales and Construction worked together to review and revise the cost to serve for the customer and we are able to provide gas service to the customer's home at no cost.
Eversource apologizes for any inconvenience experienced by the customer and appreciates the opportunity to exp[redacted]n our resolution to this situation.

We are sorry to hear about your mom, but we cannot give the security deposit back until your account exhibits 12 months of good payment history.

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 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.
 
A review of the account shows the customer’s service was disconnected on 10/20/15 therefore a security deposit of $395 was collected. The 12 month history from October 2015 to October 2016 shows a total of 9 late payment charges were assessed and applied to the account therefore the customer is not eligible for a refund at this time.

Eversource charges a customer service fee to all customers which will reflect on each billing statement. The customer service fee on the customer’s bill is $23.75. The customer service charge is the basic cost of providing service, such as metering, meter reading and billing. We are unable to waive...

the monthly fees. Eversource is mandated by the [redacted] who has approved the monthly charges.
After a review of the customer’s account, the meter readings are based on actual readings. The customer’s meter is read on a monthly basis thru a device inside the AMR meter (Automatic Meter Read) called an Encoded Receiver/Transmitter (ERT) which sends out a radio signal to capture the monthly meter reading. A mobile (drive-by) meter reader drives down the street to collect the radio read from the customer’s meter therefore access to the meter is not required.  The readings are sent electronically to our computer system to determine the customer’s monthly bill.

After review of the account, it shows that the Eversource has delivered a package to the customer.  The package explains how the charges were billed to the customers account. At this time there are no adjustments to the account.

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* Dear [redacted] Complaint and Inquiry Consultant   Since Eversource corrected my account,   I need an updated bill sent to my mailing address showing correct balance,   as their last bill for $26+ was sent after my July 3rd payment of $94+.   It seems that an updated bill is part of their correcting my account.   Thank you for your help. *
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