Upon review of the customer’s account, the first record of the customer calling Eversource (formerly ***) to advise he was no longer the property owner was 3/27/Because the new owner had not called to take over the electric service the billing continued in the customer’s nameEversource was able to speak with the new property owner who accepted billing responsibility as of 3/24/We will adjust the customer’s bill to reflect a final bill date of 3/24/We will mail the adjusted bill to the customer
Complaint: [redacted] I am rejecting this response because:I got a quicker response to my complaint with the Revdex.com than a three day return phone call from a Supervisor,, ***1) The "supposed" disconnection process which is an actual bill dated 3/12/that states on it "Please remit the past due amount of $ This amount is due immediately in order to avoid a possible service disconnection." This is not a "cancellation notice" This is a notice of a past due amount which we intended to pay on the March bill The term "possible" does not indicate that my power will be shut off 2) The March 4th supposed disconnection notice was not received by us and Eversource reps stated that the [redacted] must have failed to deliver it Which my response was that the policy should be to send a cancellation signed receipt verifying the notice was delivered3) Due to a family emergency we overlooked paying Eversource I did not contact Eversource since [redacted] had no issue/problem with this in the past so a precedent was established We may have been late on a few payments but we always paid and one occurrence should not constitute a punitive action from Eversource If credit history is a concern then please run a credit check and you will find my FICO score in the high 700's 4) The statement referring to my option to have services reconnected the same day as opposed to next business day reconnection is completely unreasonable The notion of waiting a day to have my electricity put on so that my family does not have hot meals, cold showers and use of candles is asinine From the time to reconnection order was placed a technician was at my house in under an hour and cut off a temporary lock from my meter This took minutes to do The $fee is excessive and punitive I am requesting a refund of the deposit and the reconnection fee If Eversouce fails to comply with my request I will file a complaint with the Connecticut DPUC Sincerely, [redacted] ***
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER HAS BEEN REINSTATED ON TO THE [redacted] PROGRAM WITH AN ESTIMATED MONTHLY BUDGET AMOUNT OF $THIS IS AN ESTIMATE BASED ON USAGESHOULD THE CUSTOMERS USAGE INCREASE OR DECREASE THE CUSTOMERS BUDGET MAY INCREASE OR DECREASE AS WELLTHE CUSTOMER WILL RECEIVE A WELCOME LETTER VIA US MAILTHE CUSTOMERS BUDGET AMOUNT AND DUE DATE WILL BE LOCATED ON THE MONTHLY STATEMENT BEGINNING WITH THE JANUARY STATEMENTTHE CUSTOMER MAY CONTACT CREDIT AND COLLECTIONS AT ###-###-#### FOR ADDITIONAL QUESTIONS OR CONCERNS
Complaint: [redacted] I am rejecting this response because:Good morning I am writing in regards to a previous compliant against Eversource (formerly ***) # [redacted] Eversource has not responded to a claim I submitted on May 22, via certified mail for an ongoing issue which was finally resolved on April 7, I would like to b reimburse for my out of pocket expenses as well as a credit to my bill detailed in my correspondence to themI would greatly appreciate a responseI think it is totally unprofessional for my request to be ignored, especially since I was having a problem with my power since February - over a year agoI do appreciate your assistance in this matter Sincerely , [redacted] Sincerely, [redacted]
WE CANNOT CONTROL WHAT THE MEDIA STATES ABOUT AN ESTIMATED RATE INCREASE OUR COMPANY SEEKED AN INCREASE TO FROM THE [redacted] AND WAS APPROVED FOR THAT AMOUNT AS OF JANUARY 1, ALL CUSTOMERS ON A BASIC FIXED RATE PAID THE SAME AMOUNT THERE WILL BE NO MORE ADJUSTMENTS TO THIS ACCOUNT
THE BILL DUE DATE IS WHEN THE CURRENT BILLING IS DUE THE SHUT OFF NOTICE INFORMS THE CUSTOMER OF A PAST DUE AMOUNT THAT IS OVER DUE AND GIVES THE CUSTOMER DAYS TO MAKE PAYMENT BEFORE THE SERVICE CAN BE SHUT OFF EVERSOURCE IS REGULATED BY THE [redacted] AND FOLLOWS ALL REGULATIONS FOR BILLING AND SHUT OFF PROCEDURES
PER COMPANY POLICY AFTER CHOOSING A SUPPLIER IF A CUSTOMER IS CURRENTLY ON A BASIC SERVICE FIXED RATE UP TO SIX MONTHS OF THE PAST BILLING WILL BE RECALCULATED TO REFLECT THE MONTH TO MONTH BASIC SERVICE VARIABLE RATETHIS ADJUSTMENT MAY RESULT IN EITHER A CREDIT OR DEBITTHIS INFORMATION IS LISTED ON THE WEBSITE EVERSOURCE.COMIT IS THE CUSTOMERS RESPONSIBILITY TO DO THEIR DUE DILIGENCE AND FULLY UNDERSTAND WHAT CHANGES MAY OCCUR AT THE TIME OF A SUPPLIER CHANGETHIS ISN'T A NEW CHARGE, THIS HAS ALWAYS BEEN THE CASE FOR THE STATE OF [redacted] THERE WILL NO BE NO ADJUSTMENTS
AFTER REVIEW OF THE ACCOUNT, IT WAS EXPLAINED TO THE CUSTOMER THAT SHE DOES RECEIVES HER BILLS VIA EBILL BUT ANY CREDIT NOTICES WOULD COME IN THE MAILA SHUT OFF NOTICE WAS ISSUED ON 03/27/ THE NOTICE WAS NOT RECEIVED BACK BY THE COMPANY ALL CUSTOMERS WHOSE SERVICE IS DISCONNECTED IS REQUIRED TO PAY A SECURITY DEPOSIT THAT WILL REMAIN ON THE ACCOUNT FOR ONE YEARIF AFTER ONE YEAR THE CUSTOMER SHOWS A GOOD CREDIT HISTORY THE DEPOSIT WILL BE REFUNDED
Complaint: [redacted] I am rejecting this response because:When I spoke to Eversource on 6/8/they informed me to speak to my attorneyMy attorney had not received any information and has responded to Eversource to speak to me directlySo I don't believe that is the response to my claimI would like Eversource to reimburse me for my out of pocket expenses and bill credit as requested my claim which was what I was informed to doI would appreciate a phone call from Eversource since its been over a year February when this problem beganIt would be appropriate for Eversource to accept responsibility for failing to fix the problem when it beganThere is obviously enough documentation indicating and documenting that there was a problem where Eversource did not provide my residence / home 100% electrical serviceI can be reached at [redacted] Sincerely, [redacted]
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER WAS SENT TWO DISCONNECTION NOTICES TO ALLOW TIME TO MAKE PAYMENT ON THE ACCOUNT SO THAT THE DISCONNECTION OF SERVICES COULD BE AVOIDEDA DISCONNECTION NOTICE WAS SENT ON 9/2/AND 9/17/SERVICE WAS SHUT OFF FOR NON-PAYMENT ON 9/23/THE CUSTOMER WAS ADVISED TO PAY THE FULL DELINQUENT AMOUNT AS WELL AS A SECURITY DEPOSITTHE DEPOSIT IS HELD UNTIL THE CUSTOMER DEMONSTRATES THEIR CREDIT WORTHINESS BY MAKING REGULAR MONTHLY PAYMENTS OF THE FULL ACCOUNT BALANCE, ON TIME EACH MONTH FOR MONTHSACCURED INTEREST IS AUTOMATICALLY APPLIED TO THE CUSTOMER BILLING ACCOUNT ANNUALLY IN JANUARY AT 1.5% INTERESTAFTER MONTHS OF GOOD CREDIT THE DEPOSIT AMOUNT IS TRANSFERRED FROM THE DEPSIT ACCOUNT BACK TO THE STANDARD BILLING ACCOUNT
Complaint: [redacted] I am rejecting this response because: I want complaint resolved before I sign off on itI accept their attempt to resolve this matter by sending a tech to my home to resolve this matterBefore I accept the resolution, I want credit from when meter was placed in my name, (January 2014)/ Sincerely, [redacted]
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER ENTERED THE DISCONNECTION PROCESS ON 2/17/AND A DISCONNECTION NOTICE WAS SENT TO THE CUSTOMER VIA US MAIL TO THE ADDRESS ON FILE ON THAT DATE (THE CUSTOMER CONFIRMED THIS ADDRESS TO BE CORRECT AND NO RETURNED MAIL WAS EVER RECEIVED)A SECOND DISCONNECTION NOTICE WAS SENT TO THE CUSTOMER VIA US MAIL TO THE ADDRESS ON FILE ON 3/4/NO CONTACT WAS MADE BY THE CUSTOMER TO THE CREDIT AND COLLECTIONS DEPARTMENT PRIOR TO HIS SERVICES BEING DISCONNECTED ON 3/11/IN AN EFFORT TO RECTIFY THE SERVICE ACCOUNTPER COMPANY POLICY ONCE A CUSTOMER HAS BEEN DISCONNECTED AS A RESULT OF AN OUTSTANDING BALANCE, CUSTOMERS MUST PAY THE FULL DELINQUENT AMOUNT IN ADDITION TO A SECURITY DEPOSIT IN ORDER TO HAVE SERVICES RESTOREDTHE DEPOSIT REQUEST IS TO OFFSET A POTENTIAL LOSS SHOULD THE CUSTOMER DEFAULT ON PAYING FUTURE OUTSTANDING BILLS DEPOSITS ARE HELD UNTIL THE CUSTOMER DEMONSTRATES THEIR CREDIT WORTHINESS BY MAKING REGULAR MONTHLY PAYMENTS OF THE FULL ACCOUNT BALANCE, ON TIME EACH MONTH FOR MONTHSAFTER MONTHS OF GOOD CREDIT THE DEPOSIT AMOUNT IS TRANSFERRED FROM THE DEPOSIT ACCOUNT BACK TO THE STANDARD BILLING ACCOUNTIF THE BALANCE TRANSFER RESULTS IN A CREDIT, A REFUND CHECK WILL BE ISSUEDTHE CUSTOMER ALSO OPTED TO HAVE SERVICES RECONNECTED SAME DAY, THERE IS AN ADDITIONAL FEE OF $FOR SAME DAY RECONNECTIONSTHE CUSTOMER COULD HAVE OPTED FOR THE LESSER RECONNECTION FEE OF $RESULTING IN A NEXT BUSINESS DAY RECONNECTION BUT CHOSE NOT TO TO CONCLUDE, THE CUSTOMER WAS GIVEN AMPLE AMOUNTS OF TIME TO RECTIFY THE SERVICE ACCOUNT; THE CUSTOMER ALSO CHOSE TO PAY THE HIGHER AMOUNT FOR A SAME DAY RECONNECTIONTHERE WILL BE NO ADJUSTMENT MADE TO THE ACCOUNTTHE DEPOSIT, AS STATED ABOVE, WILL BE HELD UNTIL THE CUSTOMER DEMONSTRATES THEIR CREDIT WORTHINESS BY MAKING REGULAR MONTHLY PAYMENTS OF THE FULL ACCOUNT BALANCE, ON TIME EACH MONTH FOR MONTHSTHE CUSTOMER MAY CONTACT OUR CREDIT AND COLLECTIONS DEPARTMENT AT [redacted] SHOULD HE HAVE ADDITIONAL QUESTIONS OR CONCERNS
AFTER REVIEW OF THE ACCOUNT THE CUSTOMERS MOST CURRENT BILLING STATEMENT IS COMPRISED OF BOTH HIS JANUARY AND FEBRUARY BILLING STATEMENTS, THE TOTAL BALANCE ON THE ACCOUNT IS NOT REFLECTIVE OF ONE (1) MONTH BUT RATHER TWO (2)WHEN REVIEWING THE CUSTOMERS USAGE FOR THE JANUARY AND FEBRUARY MONTHS THERE HAS BEEN A SLIGHT INCREASE IN ENERGY CONSUMPTION IN COMPARISON TO THE SAME TIME FRAME LAST YEARTHIS IS ATTRIBUTABLE TO COLDER DEGREE DAYS AND AN INCREASED GENERATION RATE THAT WENT INTO EFFECT JANUARY 1, 2015, THIS WAS APPROVED BY THE PUBLIC UTILITIES REGULATORY AUTHORITY TO HELP COMBAT HIGH WINTER BILLS CUSTOMERS DO HAVE THE OPTION OF CHOOSING A THIRD PARTY SUPPLIER THAT OFFERS A DIFFERENT GENERATION RATEMORE INFORMATION REGARDING THIRD PARTY SUPPLIERS CAN BE LOCATED AT [redacted] CUSTOMERS CAN ALSO REQUEST TO SPEAK WITH A HIGH BILL SPECIALIST AT [redacted] TO DISCUSS HIGH BILL CONCERNS IN MORE DETAIL
Complaint: [redacted] I am rejecting this response because: First of all the problem has not been resolvedI am still having issues with my power and it's actually worse than it was a year agoI know that they are now monitoring the activity in my house to try and resolve the problem however I would like [redacted] or Eversource to take in consideration that I have been inconvenienced for almost a month now in addition to the time from approximately Feb to at least Oct I think they are being very inconsiderate in acknowledging the fact that there is a problem and that the problem has yet to be resolvedI will be submitting a claim in the near future for additional expenses since like I've stated before the problem has NOT BEEN RESOLVED !!! Sincerely, [redacted]
PRIOR TO DISCUSSING WHETHER OR NOT THE CUSTOMER'S ACCOUNT IS ENTITLED TO A CREDIT, THE COMPANY NEEDS TO VERIFY THE ELECTRIC METER IS FOR THE EXCLUSIVE USE OF THAT UNITSEVERAL ATTEMPTS HAVE BEEN MADE TO CONTACT THE CUSTOMER TO SCHEDULE AN APPOINTMENT TO VISIT THE SITECONTACT INFORMATION WAS PROVIDED VIA VOICEMAILWE ENCOURAGE THE CUSTOMER TO CONTACT THE COMPANY REPRESENTATIVE TO DISCUSS FURTHER
PER COMPANY POLICY AFTER CHOOSING A SUPPLIER IF A CUSTOMER IS CURRENTLY ON A BASIC SERVICE FIXED RATE UP TO SIX MONTHS OF THE PAST BILLING WILL BE RECALCULATED TO REFLECT THE MONTH TO MONTH BASIC SERVICE VARIABLE RATETHIS ADJUSTMENT MAY RESULT IN EITHER A CREDIT OR DEBITTHIS INFORMATION IS LISTED ON THE WEBSITE EVERSOURCE.COMIT IS THE CUSTOMERS RESPONSIBILITY TO DO THEIR DUE DILIGENCE AND FULLY UNDERSTAND WHAT CHANGES MAY OCCUR AT THE TIME OF A SUPPLIER CHANGE
After reviewing the account, our records indicate the customer called to process a payment on Thursday, April 30th around 12:PMBecause the customer was not at the location to verify whether the power was on or off, a Credit representative informed the customer that an attempt to cancel the disconnect order will be made, however this is not a guarantee because the service may already be offThe customer was instructed to place a call back to Credit if she found the power was off when she returned to the locationOn Friday, May 1st around 2:PM, the customer called Credit to process a reconnect order because the service was off at her location Credit advised the customer we would make every effort to reconnect the service that day, but there was no guarantee The customer’s electric service was reconnected on May 4,
AFTER REVIEW OF THE ACCOUNT THE CUSTOMERS SERVICE WAS RECONNECTED AS OF 10/28/THE CUSTOMER MAY CONTACT CREDIT AND COLLECTIONS AT ###-###-#### SHOULD SHE HAVE ADDITIONAL QUESTIONS OR CONCERNS
A THOROUGH REVIEW OF THE CALLS RELATING TO THIS INVESTIGATION CLEARLY DEMONSTRATES THE CUSTOMER AGREEING TO GO BACK TO [redacted] AFTER THE 12/11/STATEMENT READ DATE; THEREFORE, NO ADJUSTMENT WILL BE MADE TO THE ACCOUNT
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER WAS CONTACTED BY A PROGRAM ADMINISTRATOR WITHIN THE ENERGY EFFICIENCY GROUP AND AN AGREEMENT WAS REACHED
Upon review of the customer’s account, the first record of the customer calling Eversource (formerly ***) to advise he was no longer the property owner was 3/27/Because the new owner had not called to take over the electric service the billing continued in the customer’s nameEversource was able to speak with the new property owner who accepted billing responsibility as of 3/24/We will adjust the customer’s bill to reflect a final bill date of 3/24/We will mail the adjusted bill to the customer
Complaint: [redacted] I am rejecting this response because:I got a quicker response to my complaint with the Revdex.com than a three day return phone call from a Supervisor,, ***1) The "supposed" disconnection process which is an actual bill dated 3/12/that states on it "Please remit the past due amount of $ This amount is due immediately in order to avoid a possible service disconnection." This is not a "cancellation notice" This is a notice of a past due amount which we intended to pay on the March bill The term "possible" does not indicate that my power will be shut off 2) The March 4th supposed disconnection notice was not received by us and Eversource reps stated that the [redacted] must have failed to deliver it Which my response was that the policy should be to send a cancellation signed receipt verifying the notice was delivered3) Due to a family emergency we overlooked paying Eversource I did not contact Eversource since [redacted] had no issue/problem with this in the past so a precedent was established We may have been late on a few payments but we always paid and one occurrence should not constitute a punitive action from Eversource If credit history is a concern then please run a credit check and you will find my FICO score in the high 700's 4) The statement referring to my option to have services reconnected the same day as opposed to next business day reconnection is completely unreasonable The notion of waiting a day to have my electricity put on so that my family does not have hot meals, cold showers and use of candles is asinine From the time to reconnection order was placed a technician was at my house in under an hour and cut off a temporary lock from my meter This took minutes to do The $fee is excessive and punitive I am requesting a refund of the deposit and the reconnection fee If Eversouce fails to comply with my request I will file a complaint with the Connecticut DPUC Sincerely, [redacted] ***
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER HAS BEEN REINSTATED ON TO THE [redacted] PROGRAM WITH AN ESTIMATED MONTHLY BUDGET AMOUNT OF $THIS IS AN ESTIMATE BASED ON USAGESHOULD THE CUSTOMERS USAGE INCREASE OR DECREASE THE CUSTOMERS BUDGET MAY INCREASE OR DECREASE AS WELLTHE CUSTOMER WILL RECEIVE A WELCOME LETTER VIA US MAILTHE CUSTOMERS BUDGET AMOUNT AND DUE DATE WILL BE LOCATED ON THE MONTHLY STATEMENT BEGINNING WITH THE JANUARY STATEMENTTHE CUSTOMER MAY CONTACT CREDIT AND COLLECTIONS AT ###-###-#### FOR ADDITIONAL QUESTIONS OR CONCERNS
Complaint: [redacted] I am rejecting this response because:Good morning I am writing in regards to a previous compliant against Eversource (formerly ***) # [redacted] Eversource has not responded to a claim I submitted on May 22, via certified mail for an ongoing issue which was finally resolved on April 7, I would like to b reimburse for my out of pocket expenses as well as a credit to my bill detailed in my correspondence to themI would greatly appreciate a responseI think it is totally unprofessional for my request to be ignored, especially since I was having a problem with my power since February - over a year agoI do appreciate your assistance in this matter Sincerely , [redacted] Sincerely, [redacted]
WE CANNOT CONTROL WHAT THE MEDIA STATES ABOUT AN ESTIMATED RATE INCREASE OUR COMPANY SEEKED AN INCREASE TO FROM THE [redacted] AND WAS APPROVED FOR THAT AMOUNT AS OF JANUARY 1, ALL CUSTOMERS ON A BASIC FIXED RATE PAID THE SAME AMOUNT THERE WILL BE NO MORE ADJUSTMENTS TO THIS ACCOUNT
THE BILL DUE DATE IS WHEN THE CURRENT BILLING IS DUE THE SHUT OFF NOTICE INFORMS THE CUSTOMER OF A PAST DUE AMOUNT THAT IS OVER DUE AND GIVES THE CUSTOMER DAYS TO MAKE PAYMENT BEFORE THE SERVICE CAN BE SHUT OFF EVERSOURCE IS REGULATED BY THE [redacted] AND FOLLOWS ALL REGULATIONS FOR BILLING AND SHUT OFF PROCEDURES
PER COMPANY POLICY AFTER CHOOSING A SUPPLIER IF A CUSTOMER IS CURRENTLY ON A BASIC SERVICE FIXED RATE UP TO SIX MONTHS OF THE PAST BILLING WILL BE RECALCULATED TO REFLECT THE MONTH TO MONTH BASIC SERVICE VARIABLE RATETHIS ADJUSTMENT MAY RESULT IN EITHER A CREDIT OR DEBITTHIS INFORMATION IS LISTED ON THE WEBSITE EVERSOURCE.COMIT IS THE CUSTOMERS RESPONSIBILITY TO DO THEIR DUE DILIGENCE AND FULLY UNDERSTAND WHAT CHANGES MAY OCCUR AT THE TIME OF A SUPPLIER CHANGETHIS ISN'T A NEW CHARGE, THIS HAS ALWAYS BEEN THE CASE FOR THE STATE OF [redacted] THERE WILL NO BE NO ADJUSTMENTS
AFTER REVIEW OF THE ACCOUNT, IT WAS EXPLAINED TO THE CUSTOMER THAT SHE DOES RECEIVES HER BILLS VIA EBILL BUT ANY CREDIT NOTICES WOULD COME IN THE MAILA SHUT OFF NOTICE WAS ISSUED ON 03/27/ THE NOTICE WAS NOT RECEIVED BACK BY THE COMPANY ALL CUSTOMERS WHOSE SERVICE IS DISCONNECTED IS REQUIRED TO PAY A SECURITY DEPOSIT THAT WILL REMAIN ON THE ACCOUNT FOR ONE YEARIF AFTER ONE YEAR THE CUSTOMER SHOWS A GOOD CREDIT HISTORY THE DEPOSIT WILL BE REFUNDED
Complaint: [redacted] I am rejecting this response because:When I spoke to Eversource on 6/8/they informed me to speak to my attorneyMy attorney had not received any information and has responded to Eversource to speak to me directlySo I don't believe that is the response to my claimI would like Eversource to reimburse me for my out of pocket expenses and bill credit as requested my claim which was what I was informed to doI would appreciate a phone call from Eversource since its been over a year February when this problem beganIt would be appropriate for Eversource to accept responsibility for failing to fix the problem when it beganThere is obviously enough documentation indicating and documenting that there was a problem where Eversource did not provide my residence / home 100% electrical serviceI can be reached at [redacted] Sincerely, [redacted]
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER WAS SENT TWO DISCONNECTION NOTICES TO ALLOW TIME TO MAKE PAYMENT ON THE ACCOUNT SO THAT THE DISCONNECTION OF SERVICES COULD BE AVOIDEDA DISCONNECTION NOTICE WAS SENT ON 9/2/AND 9/17/SERVICE WAS SHUT OFF FOR NON-PAYMENT ON 9/23/THE CUSTOMER WAS ADVISED TO PAY THE FULL DELINQUENT AMOUNT AS WELL AS A SECURITY DEPOSITTHE DEPOSIT IS HELD UNTIL THE CUSTOMER DEMONSTRATES THEIR CREDIT WORTHINESS BY MAKING REGULAR MONTHLY PAYMENTS OF THE FULL ACCOUNT BALANCE, ON TIME EACH MONTH FOR MONTHSACCURED INTEREST IS AUTOMATICALLY APPLIED TO THE CUSTOMER BILLING ACCOUNT ANNUALLY IN JANUARY AT 1.5% INTERESTAFTER MONTHS OF GOOD CREDIT THE DEPOSIT AMOUNT IS TRANSFERRED FROM THE DEPSIT ACCOUNT BACK TO THE STANDARD BILLING ACCOUNT
Complaint: [redacted] I am rejecting this response because: I want complaint resolved before I sign off on itI accept their attempt to resolve this matter by sending a tech to my home to resolve this matterBefore I accept the resolution, I want credit from when meter was placed in my name, (January 2014)/ Sincerely, [redacted]
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER ENTERED THE DISCONNECTION PROCESS ON 2/17/AND A DISCONNECTION NOTICE WAS SENT TO THE CUSTOMER VIA US MAIL TO THE ADDRESS ON FILE ON THAT DATE (THE CUSTOMER CONFIRMED THIS ADDRESS TO BE CORRECT AND NO RETURNED MAIL WAS EVER RECEIVED)A SECOND DISCONNECTION NOTICE WAS SENT TO THE CUSTOMER VIA US MAIL TO THE ADDRESS ON FILE ON 3/4/NO CONTACT WAS MADE BY THE CUSTOMER TO THE CREDIT AND COLLECTIONS DEPARTMENT PRIOR TO HIS SERVICES BEING DISCONNECTED ON 3/11/IN AN EFFORT TO RECTIFY THE SERVICE ACCOUNTPER COMPANY POLICY ONCE A CUSTOMER HAS BEEN DISCONNECTED AS A RESULT OF AN OUTSTANDING BALANCE, CUSTOMERS MUST PAY THE FULL DELINQUENT AMOUNT IN ADDITION TO A SECURITY DEPOSIT IN ORDER TO HAVE SERVICES RESTOREDTHE DEPOSIT REQUEST IS TO OFFSET A POTENTIAL LOSS SHOULD THE CUSTOMER DEFAULT ON PAYING FUTURE OUTSTANDING BILLS DEPOSITS ARE HELD UNTIL THE CUSTOMER DEMONSTRATES THEIR CREDIT WORTHINESS BY MAKING REGULAR MONTHLY PAYMENTS OF THE FULL ACCOUNT BALANCE, ON TIME EACH MONTH FOR MONTHSAFTER MONTHS OF GOOD CREDIT THE DEPOSIT AMOUNT IS TRANSFERRED FROM THE DEPOSIT ACCOUNT BACK TO THE STANDARD BILLING ACCOUNTIF THE BALANCE TRANSFER RESULTS IN A CREDIT, A REFUND CHECK WILL BE ISSUEDTHE CUSTOMER ALSO OPTED TO HAVE SERVICES RECONNECTED SAME DAY, THERE IS AN ADDITIONAL FEE OF $FOR SAME DAY RECONNECTIONSTHE CUSTOMER COULD HAVE OPTED FOR THE LESSER RECONNECTION FEE OF $RESULTING IN A NEXT BUSINESS DAY RECONNECTION BUT CHOSE NOT TO TO CONCLUDE, THE CUSTOMER WAS GIVEN AMPLE AMOUNTS OF TIME TO RECTIFY THE SERVICE ACCOUNT; THE CUSTOMER ALSO CHOSE TO PAY THE HIGHER AMOUNT FOR A SAME DAY RECONNECTIONTHERE WILL BE NO ADJUSTMENT MADE TO THE ACCOUNTTHE DEPOSIT, AS STATED ABOVE, WILL BE HELD UNTIL THE CUSTOMER DEMONSTRATES THEIR CREDIT WORTHINESS BY MAKING REGULAR MONTHLY PAYMENTS OF THE FULL ACCOUNT BALANCE, ON TIME EACH MONTH FOR MONTHSTHE CUSTOMER MAY CONTACT OUR CREDIT AND COLLECTIONS DEPARTMENT AT [redacted] SHOULD HE HAVE ADDITIONAL QUESTIONS OR CONCERNS
AFTER REVIEW OF THE ACCOUNT THE CUSTOMERS MOST CURRENT BILLING STATEMENT IS COMPRISED OF BOTH HIS JANUARY AND FEBRUARY BILLING STATEMENTS, THE TOTAL BALANCE ON THE ACCOUNT IS NOT REFLECTIVE OF ONE (1) MONTH BUT RATHER TWO (2)WHEN REVIEWING THE CUSTOMERS USAGE FOR THE JANUARY AND FEBRUARY MONTHS THERE HAS BEEN A SLIGHT INCREASE IN ENERGY CONSUMPTION IN COMPARISON TO THE SAME TIME FRAME LAST YEARTHIS IS ATTRIBUTABLE TO COLDER DEGREE DAYS AND AN INCREASED GENERATION RATE THAT WENT INTO EFFECT JANUARY 1, 2015, THIS WAS APPROVED BY THE PUBLIC UTILITIES REGULATORY AUTHORITY TO HELP COMBAT HIGH WINTER BILLS CUSTOMERS DO HAVE THE OPTION OF CHOOSING A THIRD PARTY SUPPLIER THAT OFFERS A DIFFERENT GENERATION RATEMORE INFORMATION REGARDING THIRD PARTY SUPPLIERS CAN BE LOCATED AT [redacted] CUSTOMERS CAN ALSO REQUEST TO SPEAK WITH A HIGH BILL SPECIALIST AT [redacted] TO DISCUSS HIGH BILL CONCERNS IN MORE DETAIL
Complaint: [redacted] I am rejecting this response because: First of all the problem has not been resolvedI am still having issues with my power and it's actually worse than it was a year agoI know that they are now monitoring the activity in my house to try and resolve the problem however I would like [redacted] or Eversource to take in consideration that I have been inconvenienced for almost a month now in addition to the time from approximately Feb to at least Oct I think they are being very inconsiderate in acknowledging the fact that there is a problem and that the problem has yet to be resolvedI will be submitting a claim in the near future for additional expenses since like I've stated before the problem has NOT BEEN RESOLVED !!! Sincerely, [redacted]
PRIOR TO DISCUSSING WHETHER OR NOT THE CUSTOMER'S ACCOUNT IS ENTITLED TO A CREDIT, THE COMPANY NEEDS TO VERIFY THE ELECTRIC METER IS FOR THE EXCLUSIVE USE OF THAT UNITSEVERAL ATTEMPTS HAVE BEEN MADE TO CONTACT THE CUSTOMER TO SCHEDULE AN APPOINTMENT TO VISIT THE SITECONTACT INFORMATION WAS PROVIDED VIA VOICEMAILWE ENCOURAGE THE CUSTOMER TO CONTACT THE COMPANY REPRESENTATIVE TO DISCUSS FURTHER
PER COMPANY POLICY AFTER CHOOSING A SUPPLIER IF A CUSTOMER IS CURRENTLY ON A BASIC SERVICE FIXED RATE UP TO SIX MONTHS OF THE PAST BILLING WILL BE RECALCULATED TO REFLECT THE MONTH TO MONTH BASIC SERVICE VARIABLE RATETHIS ADJUSTMENT MAY RESULT IN EITHER A CREDIT OR DEBITTHIS INFORMATION IS LISTED ON THE WEBSITE EVERSOURCE.COMIT IS THE CUSTOMERS RESPONSIBILITY TO DO THEIR DUE DILIGENCE AND FULLY UNDERSTAND WHAT CHANGES MAY OCCUR AT THE TIME OF A SUPPLIER CHANGE
After reviewing the account, our records indicate the customer called to process a payment on Thursday, April 30th around 12:PMBecause the customer was not at the location to verify whether the power was on or off, a Credit representative informed the customer that an attempt to cancel the disconnect order will be made, however this is not a guarantee because the service may already be offThe customer was instructed to place a call back to Credit if she found the power was off when she returned to the locationOn Friday, May 1st around 2:PM, the customer called Credit to process a reconnect order because the service was off at her location Credit advised the customer we would make every effort to reconnect the service that day, but there was no guarantee The customer’s electric service was reconnected on May 4,
AFTER REVIEW OF THE ACCOUNT THE CUSTOMERS SERVICE WAS RECONNECTED AS OF 10/28/THE CUSTOMER MAY CONTACT CREDIT AND COLLECTIONS AT ###-###-#### SHOULD SHE HAVE ADDITIONAL QUESTIONS OR CONCERNS
A THOROUGH REVIEW OF THE CALLS RELATING TO THIS INVESTIGATION CLEARLY DEMONSTRATES THE CUSTOMER AGREEING TO GO BACK TO [redacted] AFTER THE 12/11/STATEMENT READ DATE; THEREFORE, NO ADJUSTMENT WILL BE MADE TO THE ACCOUNT