American Transmission Exchange

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 date. The 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 2016 and August 2016. The customer has since provided an electronic check payment and a restoration order has been issued. Thank you for allowing the opportunity to provide an explanation.   Very truly yours, *
[redacted]

The fee of $3.50 was assessed to process a credit card payment. The fee is assessed and collected by the third party credit card company [redacted] not directly by Eversource. On 11/13/15, the customer was unable to process a payment via web with an electronic check due to the previous returned payment on 10/23/15. In the event a check is returned to a customer's account, the check must be covered with cash, certified check, money order or by [redacted]/[redacted]. After reviewing the customer's account, the customer was not provided with the alternative payment options therefore $3.50 will be credited to the customer's account. The $3.50 credit will be applied to the account within 48 hours.

Revdex.com:
A Mr. R[redacted] emailed me from Eversource, and he was able to provide me with the information I needed to verify legitimate expenses due on my account, and to recall the...

bill from collection and make deductions for disputed amounts.  I have initiated payment they will receive 4/10/2018 for the agreed-upon amount.  You may close this complaint.  
Sincerely,
[redacted]

After review of the account, it shows that the customer was carrying a past due balance since March 2016. A disconnect notice went out on 06/28/2016. We have not received any mail back stating undeliverable for the customer, so we would assume that the notice was received.  It is our policy,...

when a customer is shut off for non-payment that a security deposit must be paid before services will be reconnected.  A supervisor attempted to place a call back to the customer and the number on file was not in service. After 12 months of good history the customer can get the security deposit returned.

The customer’s account is currently being reviewed. One of our high bill specialists will be contacting the customer to further discuss their billing concerns.

The account was disconnected on 5/9/17.  The customer made payment on 6/30/17 and an order to reconnect is for Monday, July 3rd.  Same day reconnects are not done for account that have been off for that long.

Complaint: [redacted]
I am rejecting this response because:  This utility company is charging me for extensive usage that I am NOT using and could not possibly use as this house is VACANT and there is NOTHING in this house using electricity.  The response here is NOT focused towards servicing a customer but is only provided to justify the fraud and free this company from damages it is KNOWINGLY heaping upon its customers.  If this so called drive by reading is done then where is the vehicle doing the reading?  [redacted]? [redacted]? the local movie theater.  I would assume that they would HAVE to be driving by the house on the street the house resides on and if what they are saying is TRUTHFUL then why would EVERSOURCE protest against providing me a receipt to PROVE they are doing what they say!  Their driver is driving right by my house anyway right?   They are not at my house because if they were they would clearly see that there is NO ONE there using electricity and yet I have received bills as high as $250.00!  I know how this utility company works because their own people have told me they bill fraudulently!  If there is no fraud then why would they not want to ask there driver who is RIGHT BY MY HOUSE anyone to just pull up and leave a reading slip so I know someone is actually doing what they allege!?????
Sincerely,
[redacted]

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]

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, as long as it really does happen.
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. Ricardo called my husband yesterday and stated that he would...

be here today to get my signature of permission to remove the trees. 
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.

Eversource is a regulated company by the New Hampshire Public Utilities Commission (NHPUC).  Customers have the option of choosing a competitive supplier.  Customers can review the competitive suppliers on the NHPUC web site:...

 http://www.puc.state.nh.us/Consumer/Choosing%20an%20Energy%20Supplier.html.

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.

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.
Please update the below mailing address to eversource for sending the cheque refund:[redacted]
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.

Complaint: [redacted]
I am rejecting this response because: I tried to call those other places and I was told I needed eversources permission to switch because all the equipment is their equipment.  So I would need permission from ecersource to switch companies.  That doesnt sound too fair
Sincerely,
[redacted]

Dear Revdex.com:
Thank you for allowing the opportunity to respond to Benjamin [redacted]’s complaint regarding his bankruptcy filing. The information on the account from June indicate there were promises to pay that were not upheld by the customer. On August 23, 2016, Mr. [redacted] was given...

another exemption while the claim of bankruptcy was reviewed and later that day Eversource contacted the household asking for the customer of record to call Eversource. Mr. [redacted] did not return the call and collection activities proceeded on August 25, 2016. Mr. [redacted] has spoken with our legal collection department regarding the bankruptcy and has been advised to contact his attorney regarding this matter.
The customer has since made a down payment, arranged a payment plan and the service has been restored.
If I can be of additional service, please call me at [redacted]
Very truly yours,
Mary Ellen Molloy
Regulatory Relations Specialist
Eversource
247 Station Drive, SUMSW380
Westwood, MA 02090

Complaint: [redacted]
I am rejecting this response because: Eversource's verbal arrangement made with me was different than the written.  In my verbal agreement with one [redacted] at extention [redacted], I was going to get $200 taken off my 400 bill and I would pay $165 a month until my $400 bill was paid off.  He said he would have my re connection fee waived if I agreed, and so I did.  It took an additional 10 days for the written arrangement to come.  I had to call twice before it was finally received and it was very different from the one [redacted] and I had made.  Please find attached the written agreement.  I call them back and canceled whatever their arrangement was and have since paid $375 on the $400 bill I thought I owed.  IIn the 20 years I had [redacted], I have never, ever written you about a bill dispute, NEVER!!!!  I made arrangements with [redacted] all the time.  Whatever was discussed on the phone, was exactly what I received in the mail.  Only once was my gas disconnected and it was when I was going through a divorce 9 years ago.  It has never been disconnected since.  I have never had to get energy assistance and Eversource reps keep telling me I need to go and get one, hence the hike of my gas bill.  I think they are scammers and I want [redacted] back!!!
Sincerely,
[redacted]

A review of the account shows the termination notice was sent to the customer on September 9, 2015 (via mail) with a disconnection date of 09/23/15. We have no record of any return mail from the postal service and no record of a payment or payment agreement established on the customer’s account...

prior to the termination date of 09/28/2015.

Complaint[redacted]
I am rejecting this response because: I DO NOT have the means to pay this amount AGAIN. I 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 report. If 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 income. Now I am destitute, I have no income and I am going to be couch surfing as of 4/23/17. I will be seeking legal advice on this situation. This is another case of the BIG company stepping on their lowly customer. I know I'm not the only one since there are so many other complaints against Eversource.
Sincerely,
[redacted]