American Transmission Exchange

A review of the customer’s account shows on 07/27/15, the customer processed a payment of $with our representative for the electric service account and was informed the Matching Payment Program would be reinstatedWe regret to inform you that the customer was misinformed as the customer’s electric service account is not eligible for the Matching Payment ProgramAs a result, the New Start Program was offered to the customer for $a month with an additional $down payment We apologize for any inconvenience this may have caused Due to the oversight by our representative, the customer’s account has been reinstated in the New Start program for $a month with no additional down payment and is protected from disconnection

Dear Revdex.com: The commercial property address for the complaint is [redacted] The records show that the electric power had been disconnected for a long durationIn order to have the commercial service restored a work order and inspection from the local wiring inspector was required After this procedure was completed the power for the property was restored Thank you for allowing the opportunity to provide an explanation Very truly yours, Mary Ellen M [redacted] Regulatory Relations Specialist Eversource Station Drive, SUMSW Westwood, MA o 781-441-

Our records indicate that a notice was mailed on January 09, With no response to this notification or the required payment amount, the service was disconnected on February 6, All customers that are disconnected for nonpayment are required to pay a security deposit for reconnection of service The deposit will be held until the account establishes consecutive months of good payment history

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 or stating what it was for! It paid the 195$ to start program and 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 has addressed the customer's concerns and has offered options for additional improvement The company and the customer met with [redacted] Public Utilities Commission staff at the customer's home to review the customer's concerns, improvements previously performed by the company and the proposals for additional improvement Those options were modified somewhat as a result of that discussion Each option has been outlined with both the customer and **PUC staff and states which options, or portions thereof, are the responsibility of the company and which are the customer's Those responsibilities are consistent with the company's tariff, policies and procedures

A review of the account, the customer was given the first available date for the meter exchangeIf the customer cannot keep the appointment the customer should contact the company to schedule a time when he is available

A review of the account shows that Eversource billed you for the actual use on the meter There were no estimated billsThere will be no credits or adjustments

Eversource is unable to disconnect the service at the service address due to a landlord agreement on fileTherefore service was cancelled from your name and the billing was discontinued from your name as of the date requestedIf the customer has any discrepancy with the service not being disconnected then the customer would need to discuss this with the landlord as Eversource was abiding by the agreement set forth with the landlord

Dear Revdex.com: Eversource’s technician examined the meter and found it to be operating exactly as it should There is no indication of error in reading or billing the account The bills represent only electricity which registered on the meter and was used on the premises The Massachusetts Department of Public Utilities ordered the meter to be tested by the state and the meter tested correctly If the customer still considers the bill to be inaccurate, they have the right to appeal to the Massachusetts Department of Public Utilities Write: Massachusetts Department of Public Utilities Consumer Division One South Station Boston, MA Call: ###-###-#### or [redacted] Sincerely, Mary Ellen Molloy Regulatory Relations Specialist ###-###-####

The total charges include both supplier and delivery chargesThe customer is billed based on the amount of cubic feet of gas (CCF) used within the billing period The billing statement the customer referenced (dated 1/17/2017) was for the billing period of 12/14/16-01/17/The customer used CCF compared to the prior billing statement dated 12/14/of CCFA review of the usage history for the referenced address shows usage typically increases in the month of November through April as a result of an increase in gas heat Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted] ***)As a reference the customer may refer to our website for further explanation of Eversource charges at https:// [redacted] l/my-account/billing-payment/understanding-my-bill

Our records indicate there is a pending work request (dated 11/12/16) for streetlight repairs on [redacted] As a reference, the work request number is [redacted] We typically perform a field visit within to business days from the reported date to assess the lights and depending on the nature of repair it may take up to business days to repair A field visit is currently scheduled for today however is subject to change based on work activity and weather

After a review of the customer’s account, the customer’s request for tree trimming was submitted to our Eversource Vegetation Department for further assessment On 09/23/an Eversource Arborist spoke with the customer and arranged a meeting for Friday 09/25/The arborist will meet the customer on site to review her concerns and determine a resolution

Complaint: [redacted] I am rejecting this response because: the problem was not solved I have already attempted to make the appointment and the company has failed in that endeavor twice I will say when the appointment is, then the company will make time for me This is ridiculous Sincerely, [redacted]

A review of the account shows a termination notice was sent to the customer on 06/19/for a disconnection date of 07/05/for the amount of the customer’s delinquent balance of $ 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 07/14/The due date of 07/17/on the customers 06/19/billing statement is for the current charges of $ In the event a customer’s service is turned off for non-payment and they do not have verification of hardship, we require the customer to pay a security deposit and the delinquent balance to have their service restored The amount of the security deposit is calculated based on the two highest consecutive bills from the past yearThe average from those two months is then recalculated for a day periodThe deposit is held until the customer establishes 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 Our records indicate a reconnection request was made for the customer’s service address therefore service was reconnected on 07/16/

Complaint: [redacted] I am rejecting this response because: due to the fact that the tech refused my method of payment is an unfair and unjustyou need better business practicesnot everyone has paper checks these daysyou do except online paymentsto refuse a payment to charge a customer fees is unjust.as I stated I did not know about the disconnect, let alone receive a 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 meI contacted you ( Revdex.com) about this resolution shortly after I got off of the phone with [redacted] I see no mention of this, but a effort was made and sent Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I was not aware that we paid the wrong account until May 24, in which time I called to resolve the issue and pay the correct amount I thought my house not having hot water was due to a hot water heater that was having issues I had a repairman come to my house only to learn the gas was shut off The company did NOT solve the issue within a reasonable time They made me wait days before sending someone out to my house They have men on call hours a day and could have sent someone out sooner than days I also feel I should be waived the deposit fee and reconnection fee in good faith for the record of my payment actually being paid The company should make a distinction in the Electric and Gas company statements I know for a fact this has happened to other customers as well Sincerely, Kathleen Genovese

AFTER REVIEW OF THE ACCOUNT, THERE WAS DISCONNECT NOTICE SENT OUT ON 05/10/AND AGAIN ON 06/09/ ONCE THE ACCOUNT GOES OUT FOR SHUT OFF THE ENTIRE PAST DUE AMOUNT IS NEEDED TO STOP THE DISCONNECT THE SECURITY DEPOSIT CAN BE RETURNED TO THE CUSTOMER AFTER MONTHS OF GOOD PAYMENT HISTORY THERE WILL BE NO REFUNDS AT THIS TIME

A review of the account shows the customer’s total account balance is $2,587.92. The customer was previously on the New Start Program from 10/01/2015 to 02/11/2016 for $460.00 month. At the time of enrollment, the customer’s total balance was $2,137.57. The customer’s total accrued charges after the... enrollment on New Start was $1605.70. Please find the breakdown below: 10/15/2015 billing statement: $317.85 (usage from 09/16/15-10/15/15) 11/13/2015 billing statement: $356.60 (usage from 10/15/15-11/13/15) 12/15/2015 billing statement: $391.42 (usage from 11/13/15-12/15/15) 01/19/2016 billing statement: $539.83 (usage from 12/15/15-01/19/16) The customer made two payments of $460.00 on 11/05/15 and on 01/11/16 totaling $920.00. For each payment of the $460, Eversource deducted $178.14 from the customer’s balance of which is the total monthly forgiveness amount as long as the customer makes a payment. Therefore a total of $356.28 was forgiven ($178 x2). On 02/12/16, due to the delinquent balance (60 days past due) the customer was removed from the New Start Program and reverted back to normal billing. At the time of removal from the program, the customers balance was $2466.99. Since the removal of New Start, the customer has accrued $1494.05 in monthly charges and $76.91 in late payment charges. Please find the breakdown below: 02/16/2016: $570.89 (usage from 01/19/16-02/16/16) 03/16/2016: $485.24 (usage from 02/16/16-03/16/16) 04/15/2016: $437.92 (usage from 03/16/16-04/15/16) The customer paid a total of $1450.00 ($460 on 03/23/16, $490 on 04/14/16 and $500 on 05/03/16) therefore the customer’s balance to date is $2587.92. The customer’s monthly bills are based on actual readings therefore the customer is responsible for the balance of $2587.92. The customer may find a spreadsheet attached to reflect the balance breakdown. If the customer wants to discuss their balance and usage further the customer may our Customer Service Center at ###-###-####. Representatives are available Monday- Friday from 7:00 AM to 7:00 PM. If the customer wants to discuss payment arrangement options and/or New Start re-enrollment, the customer may call our Credit and Collection Center at ###-###-####. Representatives are available Monday-Friday from 7:00 AM to 7:00 PM.

A review of the account shows that a disconnect notice was mailed out on 1/08/ Pura regulation requires Eversource to send notification through the mailEversource now offers [redacted] alerts where the customer can sign up for certain types of alerts to avoid this situation in the future