American Transmission Exchange

Our records indicate the customer’s service was reconnected at 1:PM today (09/13/16)The customer’s feedback will be reviewed and the necessary corrective actions will be taken to better serve our customer’s in the future

The customer needs to call a plumber to get equipment repaired and then the customer can file a claim for the damages

The customer’s concerns were forwarded to the Eversource Business Contact Center on 09/28/for further assistance As a result the customer received an email dated 09/28/advising the customer of the status of her request and the next steps to follow If the customer has any further questions or concerns please respond to the email and the Interconnections Manager will assist you

[redacted] Complaint: [redacted] I am rejecting this response because: the complaint I made was not in regards to the lack of a call backThe call back option wasn't working because every time I chose that method my call was disconnectedI tried several times to set up a call back and each time I chose the prompt to do so my phone call was disconnectedThere was something not working with the system that day and made it impossible to speak to a person to resolve my issue unless I wanted to wait on hold for the minute wait timeDue to not being able to speak with a real person or set up a call back I was not able to make an arrangement Sincerely, Deanna [redacted]

IN REVIEWING THE ACCOUNT WHEN THE $PAYMENT WAS MADE THE CUSTOMER WAS INFORMED THAT IT WAS NOT ENOUGH TO STOP THE DISCONNECT EVERY CUSTOMER THAT IS SHUT OFF FOR NON PAYMENT IS REQUIRED TO PAY A SECURITY DEPOSIT TO RESTORE SERVICES

After a review of the account, our records indicate a request for service to the new building was not submitted until December 10, On December 15th (two business days from when the work request was received) an Eversource Designer went to the location to check the area for a pole set, stake the pole and mark the area for call before you digDuring the visit, the customer requested Eversource return the following week to set the poleThe designer informed the customer that this was not possible due to work that was already planned, the work order process (billing, call before you dig, etc.) and with the holidays Municipal approval was received December 17, and on December 21st, (business days from when the work request was received), the work order was written and the customer’s bill was created and mailed to the customer The Eversource Designer was driving by the service address on December 22nd and noticed that the electrician installed the service on the opposite corner (in the back of the building) therefore stopped at the location to speak with the ownerIt was explained that the electrician had to set the service entrance so Eversource could attach the service drop from the pole without crossing the roof (per Eversource policy)At this time, the customer requested again for the pole set and service energized as soon as possibleThe Designer informed the customer with the holidays it would probably be at least 2-weeks to get the pole set The bill payment was not received by the customer until 01/08/Eversource does not install any infrastructure until payment is receivedEversource's typical schedule for a complex service request is business days from the date the payment is received The work order has been going through the scheduling process and the work is scheduled for next week therefore this is within the business day commitment to the customer

Dear Revdex.com, Eversource does not want their customers to be without power during a major weather event such as the recent blizzard or two Nor’easters We make every effort prior to such events with tree cutting, staffing every restoration organization heavily, and providing information out to our customers to lessen the outage times and plan for the possibility of power outage Recent storms [redacted] have primarily impacted the lower South Shore and Cape Cod regions Storm conditions with sustained strong wind gusts between to mph greatly impacted the service infrastructure Eversource trims trees regularly throughout our service territory Tree trimming does not entitle Eversource to remove privately owned customer’s tress on private/town property like the trees that fell onto the power lines These trees took down lines/poles and other infrastructure electric equipment while blocking streets hampering restoration efforts Thank you for allowing the opportunity to provide an explanationVery truly yours, Mary Ellen M***Regulatory Relations Specialist

The notice was sent out on 06/15/and was not returned to the company undeliverableThe security deposit will be refunded with months of good payment historyThere will be no credits or adjustments at this time

The final bill was forwarded to the correct address provided by the customer The bill remains unpaid, the report to the credit agency is accurate

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

Complaint: [redacted] I am rejecting this response because:Again all answers were what you provide on your site and what your customer service reps read off their script - I asked specific questions which where not addressed and your costs still don't explain why your delivery fee is 100%+ more than usageI can do math and I understand how to read my bill - I just don't understand how it costs more to deliver what is usedIn other businesses when their delivery fee is higher than the actual product its because of a convenience...me having no say in delivery options nor the ability to save money with my delivery doesn't constitute a convenience in my opinion Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Finally, you have said that you estimate your readingsAnd I can’t trust you because before you would say that it’s actual readingsMy bill goes up when I use the same amount of electricityI don’t use electric heatIt’s not like I can do anything about it because you are a big company and Iam just that one citizenMy bill was at and now it’s at when I use the same amount of electricityWhen you do that, I have to pay more and lose moneyIam not ready to pay that muchI have the children to take care ofIam not paying theses bills until they are fixedAnd if you want to cut off my electricity then go ahead Sincerely, [redacted]

Customer Service spoke with the customer minutes ago and advised her that the payments were found The customer used the wrong account number to make the payments The payments were transferred and only current charges are owed

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: Sincerely, [redacted] The bill was paid , it does not remain unpaid , and the credit report is not accurate

Payment processing will not be moved closer to New England The customer will need to plan accordingly to have payments posted in a timely mannerThe deposit is requested in accordance to the [redacted] Public Utilities Commission rules

Revdex.com: A MrR [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/for the agreed-upon amount You may close this complaint 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 as much as I can expect from EversourceTheir apology regarding my inconvenience is shallow at bestI sincerely thank you for your immediate response to my complaint Sincerely, [redacted]

Deposits are requested by Eversource in accordance to [redacted] Public Utilities Commission rules The customer should contact his local post office to determine why his bills are being delayed The customer could enroll in electronic billing to receive his bills quicker and could pay electronically as well The customer has the option to enroll in auto pay to have the deposits waived, provide a guarntor or surety bond or set up an arrangement

The deposit can be returned with months of good payment history