American Transmission Exchange

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.

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.

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]

[redacted]
[redacted]
[redacted]
[redacted]
* 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. *
[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.

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.

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]

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.

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.

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]

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]

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]

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.

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]

Our records indicate that a notification regarding the security deposit of $1560 was mailed to the customer on 01/30/2017. Additionally, a termination notice was mailed on 02/24/17 informing the security deposit of $1560 was overdue. With no payment or payment arrangement on the account the service...

was disconnected.  The security deposit will be returned with 24 months of good payment history.
The additional deposit that the customer is referencing was requested on 05/03/16 for a different service address in the amount of $575.00. The deposit was paid on 06/28/16 and will be returned with 24 months of good payment history.

A mobile (drive-by) meter reader drives down the street to collect the data from each meter within the meter reader’s route. The signal is captured from a couple hundred feet away.  The [redacted] Department of Public Utilities requires Eversource to read customers meters once a month however Eversource is not required to provide monthly paper slips of the customers read as this information is shown on the customers monthly billing statements.

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]

Complaint: [redacted]
I am rejecting this response because:  So in other words Eversource is refusing to prove that they actually send someone to read the meters.  Please tell me how this is servicing the customer and the ridiculous logic that Eversource is trying to force feed down customers throats is, whatever they bill someone is legitimate as long as they send me a statement in the mail.   So I can be billed $2,000.00 next month and as long as I receive a statement in the mail then this is what I owe?  I am going on the record in this complaint as as I told Nicole on the phone last week I am DOCUMENTING everything going forward, including this winters fraudulent criminal bills I will receive from this MOBSTER runned company. I am winterizing my house again and the only running appliance will be my refrigerator.  Let's see if I get another $250.00 electric bill.  I want Eversource to leave a receipt on my door each month PROVING that they are actually reading my meter but they won't do it because they are not reading my meter using this 200 feet away drive by reading excuse for a reason that no one buys!! Additonally I want them to provide me information on how I can read my meter and match it up to these OVERCHARGED bills they keep sending me.  I also want Eversource to repond to me and tell me how my electric bill fluctuates between $60.00 and $250.00 when there is NO ONE at the house.  The electricity used is the same.  Is Eversource trying to tell me that my house has a mind of its own and it runs electricity by itself and on its own intiative during the winter months?  All Eversource tells me is that the electricity is being used.  Okay I want Eversource to tell me why my electric bill fluctuates if no one is there??  It should be the same each and EVERY month. so if in winter I am being charged $250.00 with no heat running because my house is vacant I should be having a bill of $250.00 each and every month not like last month when it was $60.00.   As stated before, Eversource's own employees have told me that it is a common practice for them to bill arbitrarily based on a season and when winter comes they automatically charge people more money as is obvious by what I am experiencing with this company.  
Sincerely,
Robert Simmons

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.