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]
[redacted]
[redacted]
[redacted]
I am rejecting this response because:Ihave been a customer with this company for over 25 years not having any other choice as it relates to energy! I have had the same email address for over 25 years! I have always given this company pertinent demographic information including my email address, telephone number, and mailing address. They would have NEVER needed to contact [redacted]. Their response to the Revdex.com is to pacify my original complaint. With complaint I'm seeing a patten of not accepting the fact that the company erred GREATLY! I was told that a supervisor would contact me when I spoke with the customer service rep who could offer no explanation even adfter consulting with 2 supervisors. It was at MY request, NOT Eversource, that my banking account information AND the incorrect email be removed from my account as I feel strongly that the account may have been compromised. When I did get a call back it was from the same customer service Rep NOT a supervisor as had been indicated. There was no direct number left for me to reach this customer service rep who added NOTHING in terms of an explanation to my original complaint. Again, it is UNACCEPTABLE for any of my private information to have been emailed to a total stranger! I DO NOT ACCEPT THEIR RESPONSE. Eversource needs to admit that the dropped the ball and erred greatly regarding my account and I am sure their other customers![redacted]
Sincerely,
[redacted]
The adjustment to bill the customer for the correct location is accurate and was done 12/8/15. The customer should not have been charged late fee's for January and February and they have been reversed. The customer called and made a payment arrangement in March for the balance and made...
the first payment for the arrangement. The account has been noted with approval of a new arrangement and the pay date requested by the customer. The customer will need to call credit at ###-###-#### to take ownership of the arrangement.
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.
A review of the customer’s account shows on 07/27/15, the customer processed a payment of $100 with our representative for the electric service account and was informed the Matching Payment Program would be reinstated. We regret to inform you that the customer was misinformed as the customer’s...
electric service account is not eligible for the Matching Payment Program. As a result, the New Start Program was offered to the customer for $85 a month with an additional $725 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 $85 a month with no additional down payment and is protected from disconnection.
Eversource has made several attempts to discuss the customers concerns but has not received a call back from the customer. Please call 800-[redacted] to speak with a supervisor.
AFTER REVIEW OF THE ACCOUNT, PAYMENT CAME BACK TWICE. THE FIRST TIME THE RETURNED CHECK FEE WAS WAIVED. THERE WILL BE NO MORE CREDITS OF THE RETURNED CHECK FEE.
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]
We apologize for issues you experienced with our phone system. To protect our customers from fraud we do require a caller to provide information to verify the account. You can contact Customer Service at [redacted] to discuss setting up a password on the account. They can address...
your other concerns at that time. They are available Monday through Friday from 8am to 6pm.
A review of the account shows that a disconnect notice went out on 06/15/2017. This notice was not returned to the company. At this time Eversource does not email disconnect notices, all notices go out through the mail. It is our policy to charge a security deposit and a reconnect fee for any...
service that is shut off for non-payment. All reconnects are next day as Eversource does not do same day service. Our representatives cannot give a specific time for a reconnect as the techs do not set appointments. It is an all-day appointment. The security deposit will be returned with 12 months of good payment history.
A review of the account shows that a disconnection notice was mailed to the customer on 06/05/2017 indicating without a payment or a payment arrangement services were subject to disconnection after 06/19/17. The account currently reflects a balance of $374.65 which is correct. The customer...
processed a web payment of $257.41 on 06/26/2017 at 12:47 pm. The payment, although a confirmation number was given [redacted]) was not processed instantly therefore was showing as “pending”. Our website only allows one payment per day therefore when the second web payment of $93.00 was processed at 1:02 PM it cancelled the payment of $257.41. When the customer processed the second payment they should have received a message (shown at the top of the page) indicating the following:
“A payment of $257.41 is scheduled for 06/26/2017. The payment can be revised or deleted. No additional payment can be scheduled until this payment is processed”.
The customer was sent an email confirmation at 3:15 PM confirming the processing of the payment for $93.00.
In regards to the customer’s payment of $629.50 for the security deposit, our credit card system only allows payments up to $600. Therefore, the payment of $625.00 had to be processed in two transactions of which there is a fee of $2.25 for every transaction processed. The $629.50 includes the total processing fees of $4.50. The customer will be receiving a receipt for the deposit in the mail and the deposit will be returned with 12 months of good payment history.
The annual reimbursement price for solar customers in Connecticut is based on the average hourly Connecticut [redacted] real time locational marginal price (RT-LMP) for the hours 10am to 4pm during the annual period. Attached is a copy of the Net Metering Tariff for the customer’s...
convenience. The website for [redacted] is [redacted] and their phone number is ###-###-####. The customer may outreach to them to inquire about the pricing and how the Connecticut real time locational marginal price average is determined.
Dear Revdex.com:
Thank you for allowing the opportunity to address the concerns of [redacted] regarding electric service delivered to [redacted]. A review of the account shows that the customer has been billed solely for her usage, the...
payments applied only to her account and the balance is correct.
Additionally, Ms. [redacted] is contesting that she did not sign up with an alternate supplier for the generation portion of her bill. The alternate supplier was [redacted]. Records indicate that she had Liberty Power as an alternate supplier starting on December 17, 2014 through April 16, 2015. The total charges were $354.11. If the account did not have an alternate supplier for generation, the generation would have been billed a default fixed rate through Eversource for this period.
When a payment is received it is applied to the oldest outstanding debt. The account is seriously in arrears as the last payment received was September 15, 2015, so when a payment is received, a portion of a payment would be applied to the $354.11 alternate supplier debt. Currently, the balance owed to the alternate supplier is $100.71 and $1,727.24 to Eversource. The customer has been advised to participate in the arrearage forgiveness program.
If I can be of additional assistance, please contact me at 7[redacted]
Very truly yours,
[redacted]
Regulatory Relations Specialist
Eversource
2[redacted]
W[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Their response is fraudulent. I never contacted the business to order service. I never provided documents showing that I intended on moving to this address. It doesn't make sense. If I intended on moving to the address but never moved there, how does utilities run up to over $900. In fact, the documents that I provided was my request for their documentation showing proof of my signature ordering service and or recorded call proving that it was me that had actually called. I provided them with a police report and notification that my identity had been stolen. They failed to provide any proof that I had called to order services. Instead they sent me to collections. I have never lived at this address in CT and in fact resided in [redacted] at the time so called services were ordered. I am not paying this bill and have contacted an attorney. I have already called this business twice for them to be very rude and insist that I need to pay and sue the person in court that stole my identity, which is ridiculous. I also find it interesting that their story has changed since the last time I spoke with their customer service department. I am not calling again. They can deal with my attorney.
Sincerely,
Christopher F[redacted]
Complaint: [redacted]
I am rejecting this response because: I have not heard anything from the business! What are they going to do to resolve this issue?
Sincerely,
[redacted]
AFTER REVIEWING THE TREE LIMB, THE LIMB WILL BE REMOVED TOMORROW.
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]
[redacted]
[redacted]
[redacted]
I am rejecting this response because:Ihave been a customer with this company for over 25 years not having any other choice as it relates to energy! I have had the same email address for over 25 years! I have always given this company pertinent demographic information including my email address, telephone number, and mailing address. They would have NEVER needed to contact [redacted]. Their response to the Revdex.com is to pacify my original complaint. With complaint I'm seeing a patten of not accepting the fact that the company erred GREATLY! I was told that a supervisor would contact me when I spoke with the customer service rep who could offer no explanation even adfter consulting with 2 supervisors. It was at MY request, NOT Eversource, that my banking account information AND the incorrect email be removed from my account as I feel strongly that the account may have been compromised. When I did get a call back it was from the same customer service Rep NOT a supervisor as had been indicated. There was no direct number left for me to reach this customer service rep who added NOTHING in terms of an explanation to my original complaint. Again, it is UNACCEPTABLE for any of my private information to have been emailed to a total stranger! I DO NOT ACCEPT THEIR RESPONSE. Eversource needs to admit that the dropped the ball and erred greatly regarding my account and I am sure their other customers![redacted]
Sincerely,
[redacted]
The adjustment to bill the customer for the correct location is accurate and was done 12/8/15. The customer should not have been charged late fee's for January and February and they have been reversed. The customer called and made a payment arrangement in March for the balance and made...
the first payment for the arrangement. The account has been noted with approval of a new arrangement and the pay date requested by the customer. The customer will need to call credit at ###-###-#### to take ownership of the arrangement.
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.
A review of the customer’s account shows on 07/27/15, the customer processed a payment of $100 with our representative for the electric service account and was informed the Matching Payment Program would be reinstated. We regret to inform you that the customer was misinformed as the customer’s...
electric service account is not eligible for the Matching Payment Program. As a result, the New Start Program was offered to the customer for $85 a month with an additional $725 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 $85 a month with no additional down payment and is protected from disconnection.
Eversource has made several attempts to discuss the customers concerns but has not received a call back from the customer. Please call 800-[redacted] to speak with a supervisor.
AFTER REVIEW OF THE ACCOUNT, PAYMENT CAME BACK TWICE. THE FIRST TIME THE RETURNED CHECK FEE WAS WAIVED. THERE WILL BE NO MORE CREDITS OF THE RETURNED CHECK FEE.
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]
We apologize for issues you experienced with our phone system. To protect our customers from fraud we do require a caller to provide information to verify the account. You can contact Customer Service at [redacted] to discuss setting up a password on the account. They can address...
your other concerns at that time. They are available Monday through Friday from 8am to 6pm.
A review of the account shows that a disconnect notice went out on 06/15/2017. This notice was not returned to the company. At this time Eversource does not email disconnect notices, all notices go out through the mail. It is our policy to charge a security deposit and a reconnect fee for any...
service that is shut off for non-payment. All reconnects are next day as Eversource does not do same day service. Our representatives cannot give a specific time for a reconnect as the techs do not set appointments. It is an all-day appointment. The security deposit will be returned with 12 months of good payment history.
Complain[redacted]
I am rejecting this response because:
Sincerely,
[redacted]
A review of our records indicates the customer spoke with Eversource on June 8, 2015 and received information on her inquiry.
A review of the account shows that a disconnection notice was mailed to the customer on 06/05/2017 indicating without a payment or a payment arrangement services were subject to disconnection after 06/19/17. The account currently reflects a balance of $374.65 which is correct. The customer...
processed a web payment of $257.41 on 06/26/2017 at 12:47 pm. The payment, although a confirmation number was given [redacted]) was not processed instantly therefore was showing as “pending”. Our website only allows one payment per day therefore when the second web payment of $93.00 was processed at 1:02 PM it cancelled the payment of $257.41. When the customer processed the second payment they should have received a message (shown at the top of the page) indicating the following:
“A payment of $257.41 is scheduled for 06/26/2017. The payment can be revised or deleted. No additional payment can be scheduled until this payment is processed”.
The customer was sent an email confirmation at 3:15 PM confirming the processing of the payment for $93.00.
In regards to the customer’s payment of $629.50 for the security deposit, our credit card system only allows payments up to $600. Therefore, the payment of $625.00 had to be processed in two transactions of which there is a fee of $2.25 for every transaction processed. The $629.50 includes the total processing fees of $4.50. The customer will be receiving a receipt for the deposit in the mail and the deposit will be returned with 12 months of good payment history.
The annual reimbursement price for solar customers in Connecticut is based on the average hourly Connecticut [redacted] real time locational marginal price (RT-LMP) for the hours 10am to 4pm during the annual period. Attached is a copy of the Net Metering Tariff for the customer’s...
convenience. The website for [redacted] is [redacted] and their phone number is ###-###-####. The customer may outreach to them to inquire about the pricing and how the Connecticut real time locational marginal price average is determined.
AFTER REVIEW OF THE ACCOUNT THE CUSTOMERS SERVICE WAS RECONNECTED ON 10/28/2014.
Dear Revdex.com:
Thank you for allowing the opportunity to address the concerns of [redacted] regarding electric service delivered to [redacted]. A review of the account shows that the customer has been billed solely for her usage, the...
payments applied only to her account and the balance is correct.
Additionally, Ms. [redacted] is contesting that she did not sign up with an alternate supplier for the generation portion of her bill. The alternate supplier was [redacted]. Records indicate that she had Liberty Power as an alternate supplier starting on December 17, 2014 through April 16, 2015. The total charges were $354.11. If the account did not have an alternate supplier for generation, the generation would have been billed a default fixed rate through Eversource for this period.
When a payment is received it is applied to the oldest outstanding debt. The account is seriously in arrears as the last payment received was September 15, 2015, so when a payment is received, a portion of a payment would be applied to the $354.11 alternate supplier debt. Currently, the balance owed to the alternate supplier is $100.71 and $1,727.24 to Eversource. The customer has been advised to participate in the arrearage forgiveness program.
If I can be of additional assistance, please contact me at 7[redacted]
Very truly yours,
[redacted]
Regulatory Relations Specialist
Eversource
2[redacted]
W[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Their response is fraudulent. I never contacted the business to order service. I never provided documents showing that I intended on moving to this address. It doesn't make sense. If I intended on moving to the address but never moved there, how does utilities run up to over $900. In fact, the documents that I provided was my request for their documentation showing proof of my signature ordering service and or recorded call proving that it was me that had actually called. I provided them with a police report and notification that my identity had been stolen. They failed to provide any proof that I had called to order services. Instead they sent me to collections. I have never lived at this address in CT and in fact resided in [redacted] at the time so called services were ordered. I am not paying this bill and have contacted an attorney. I have already called this business twice for them to be very rude and insist that I need to pay and sue the person in court that stole my identity, which is ridiculous. I also find it interesting that their story has changed since the last time I spoke with their customer service department. I am not calling again. They can deal with my attorney.
Sincerely,
Christopher F[redacted]
Complaint: [redacted]
I am rejecting this response because: I have not heard anything from the business! What are they going to do to resolve this issue?
Sincerely,
[redacted]