American Transmission Exchange

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]

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.

We have reviewed our records and were unable to locate any calls during the specified time frame.  All customers are required to pay a security deposit when shut off for nonpayment.  We do not offer same day service, if the customer requests same day service it can be granted with a fee...

of $100.96. Being that it was requested there will be no adjustments or credits.

A review of the account shows termination notices were sent to the customer on 11/02/15 and 11/23/15 for a disconnection date of 11/30/15 for the amount of the customer’s delinquent balance of $$642.64.  We have no record of a payment agreement established on the customer’s account prior to the termination date of 12/01/15.
In the state of [redacted], in order for your account to be eligible for medical protection, proof of financial hardship is also required. The hardship documentation submitted by the customer confirmed the customer is not eligible for financial hardship based on the state income guidelines.
In the future, if you are unable to make your monthly payment by the due date, please call us to discuss payment arrangement options to avoid a future termination of service.

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.

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]

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]

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  ###-###-####

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]

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.

The customer can file a claim on our website

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]

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]

A deposit is requested on an account after a customer receives 4 or more disconnect notices in a rolling 12 months or is disconnected.  A deposit can be waived if the customer receives financial assistance from a state or government agency by providing documentation, enrolls in auto pay,...

provides an acceptable gaurntor or surety bond.  If the customer cannot work out one of the options they can set up a 3 part payment arrangement. 
Auto Pay is deducted from the customers bank account 23 days after the customer cycle bills and cannot be deducted on a specific date.

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.

A review of the account shows the termination notice was sent to the customer on 08/12/2016.  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 08/30/2016.
In the event a...

customer's service is turned off for non-payment, we require the customer to pay a security deposit 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.

Complaint: [redacted]
I am rejecting this response because:
I was overcharged throughout last year approximately $300 dollars. This resulted in a positive credit. Part of the adjustment period Eversource is quoting is from 2015. I do not understand how the company can say they undercharged me when in fact I was overcharged.Also-in the usage graph they sent me, the usage was tripled in the month of September 2015. I do not turn the heat on until at least October. So-this is impossible my usage was this high. This was also the first month they started "adjusting".Finally-if I was in fact being undercharged most of last year, why has it taken this long to realize this was happening? It just doesn't make much sense. Furthermore-if the charges were too low throughout the year, why was it not adjusted monthly rather than waiting to charge a customer with an $800+ bill.
Sincerely,
[redacted]

A review of the customer’s account shows the customer called Eversource to transfer service into her name effective 01/29/16. Service was taken out of her name on 05/31/16 when service was disconnected due to non-payment. If the customer states a tenant lived at the address during this time frame,...

the customer would need to dispute the charges with the tenant. No fraudulent activity was found during our investigation.

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.