Our records indicate that a notice was mailed on January 09, 2017. With no response to this notification or the required payment amount, the service was disconnected on February 6, 2017. 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 12 consecutive months of good payment history.
Complaint: [redacted]
I am rejecting this response because: 165$ was paid for the past due, never once was I notified of a massive $463 "security fee" and people who are on energy assist or have their whole bill taken care of with my tax money don't get this taken from them. I have NEVER had this happen in the past... and the treatment is unfair. I work hard and that money is to maintain the place that I live in... it's basically being stolen from me. I had NO problem paying which was late.... but to have the rest of my checking account drained because of this so called " security fee" that I had no idea about is a horrible way of business. You stole from me and my kids. If I lived off the state this wouldn't be a problem, this "security fee" wouldn't been taken from me. I will go to a lawyer and make this much bigger if I have too. I take complete responsibility for the $165 but you just took every last cent in my account. I want it refunded to my bank account. I know people that work for the company that say they've seen bills outstanding to $22,000 because they live off the state but I owed $165? And paid it! And I'm getting slapped in the face with a "security fee" which I had no idea there even was one?
Sincerely,
[redacted]
The customer has two email confirmations that state "you will receive a second email when the processing is complete". The customer was sent one email to confirm that one payment was processed. The customer was sent an ebill payment reminder two days later.
Dear Revdex.com:
Thank you for allowing the opportunity to respond to Benjamin [redacted]’s complaint regarding his bankruptcy filing. The information on the account from June indicate there were promises to pay that were not upheld by the customer. On August 23, 2016, Mr. [redacted] was given...
another exemption while the claim of bankruptcy was reviewed and later that day Eversource contacted the household asking for the customer of record to call Eversource. Mr. [redacted] did not return the call and collection activities proceeded on August 25, 2016. Mr. [redacted] has spoken with our legal collection department regarding the bankruptcy and has been advised to contact his attorney regarding this matter.
The customer has since made a down payment, arranged a payment plan and the service has been restored.
If I can be of additional service, please call me at [redacted]
Very truly yours,
Mary Ellen Molloy
Regulatory Relations Specialist
Eversource
247 Station Drive, SUMSW380
Westwood, MA 02090
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]
AFTER REVIEW OF THE ACCOUNT ON 11/18 THE CUSTOMER WAS REMOVED FROM HER CURRENT SUPPLIER IN ERROR. AN APOLOGY WAS EXTENDED TO THE CUSTOMER AND THE CUSTOMER WAS PLACED BACK ON THE THIRD PARTY SUPPLIER SHE HAD BEEN REMOVED FROM. THE CUSTOMER WAS ADVISED THE THIRD SUPPLIER WOULD BE ACTIVE ON THE ACCOUNT...
UNTIL HER DECEMBER BILLING STATEMENT DATE OF 12/11/2014, AT WHICH POINT SHE WOULD DEFAULT TO [redacted]. THE CUSTOMER WAS FULLY AWARE AND AGREED TO THIS RESOLUTION. THE CUSTOMER WAS ADVISED THAT ONCE WITH [redacted] SHE HAD THE OPTION OF SWITCHING TO A THIRD PARTY SUPPLIER AT ANY POINT. IF AN ADDITIONAL CONTRACT WAS DISCUSSED WITH A THIRD PARTY SUPPLIER IT IS THE THIRD PARTY SUPPLIER AS WELL AS THE CUSTOMERS RESPONSIBILITY TO ENSURE [redacted] HAS RECEIVED NOTIFICATION OF SUCH AGREEMENT. NO SUCH CONTRACT HAS BEEN RECEIVED TO DATE; THEREFORE, NO ADJUSTMENT WILL BE MADE TO THE ACCOUNT.
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 the customer’s meter readings are based on actual readings every month therefore we are not estimating the customer’s usage.
Many factors can account for an increase in energy use as it dependent upon what appliances are in use, the amount of days and...
the average temperature within the billing period to name a few. The account shows an increase in electricity beginning with the 07/11/16 billing statement (710 kWh used) thru 09/09/16 (775 kWh used). The 06/09/16 billing statement the customer used 448 kWh. The billing statement dated 10/07/16 shows the customer’s usage has decreased (517 kWh were used). Since the increase in electricity is very specific to the summer months when the temperature is warmer it is likely additional (seasonal) appliances were in use. Was the customer using fans, air conditioners or dehumifier etc.?
The customer is encouraged to call our Customer Service Department so our energy experts can further discuss and assist the customer with pin pointing what may have generated the increase of electricity. Our energy experts can provide the customer additional options, energy saving tips and schedule an appointment to further investigate if desired. Our Customer Service Representatives can be reached Monday-Friday from 7 a.m to 7 p.m at [redacted] and are happy to assist the customer with their energy questions and concerns.
Complaint: [redacted]
I am rejecting this response because:
On August 7 when I spoke to customer services to set up the 2 payments of $219 I also made arragnement on that phone call to pay $360.19 in Sept and $360.19 in October this however was never documented in the computer system. Why would I set up 2 payments and not make arrangements to settle the remainder of the account. We have been struggling to stay on top of the bills since my husband has been out of work on a workers compensaation injury and I was unemployed and am now under employed. When the power was shut off on 9/18 we were advised that they needed $280.00 plus a $500 security deposit or there would be NO POWER TURNED BACK ON. There was no room for discussion they just simply did not care. Borrowed money from family and CL&P took 1 hour to take money out of our acccount. They then said power would be restored within 24 hours and not before the hours would be between 8 and 4, even any appliance company gives you a better window then that. When we called in the morning to get a time we were told that THEY CANNOT REACH THEIR DRIVERS, they must think we're stupid, my husband has a medical condition which requires an electric device well CL&P could of cared less, can't reach drivers and that was that would be there between 8-4. We continued to call to explain the dire situation but with no luck, at one point a representative proceeded to tell me that our main circuit breaker must be off to allow the power to be turned on, that was the 1st I heard of that. Luckly with my husband home he was able to do this or I don't know what the outcome would have been. I did not find that to be a minor detail. We went from supervisor to supervisor with no help the coverage on the phones was rude and ignorant with teenagers and if it is recorded in the notes then it happened and if not in notes it didn't happen. If they are recording their workers they are certainly NOT listening in to improve their customer service.
Our service was reinstated 30 HOURS later at 4:05. Unfortunatly we do not have any other choice in electric companies for if I did I would run from such an unprofessional organization as the very rich CL&P. They should be ashamed of treating customers the way they did to my husband and I. I think they should do more training of staff and supervisors and start helping customers instead of going back on what they are promising but not documenting. We all know they can reach their drivers and if they shut you off at 9:30 am you should be turned on by 9:30 am not 30 hours later. Beware of the new $500 to make more money on us.
Disquised consumer,
[redacted]
After reviewing the customer’s account with our Claims Department, it was confirmed that the claim submitted on 06/22/15 has been denied. Our Claims Department confirms that the incident with the transformer on 06/19/15 was a result of a bird coming in contact with our electrical equipment....
Therefore the losses you sustained were not the result of negligence or poor workmanship on the part of Eversource.
A review of the account shows, as of today (12/17/15) two payments ($127.39 and $228.81) were credited to the customer’s account totaling $356.20. In addition, two late payment charges have been removed ($3.58 and $1.27) totaling $4.85. The customer’s account is now current with a balance of $296.94...
due on 01/13/2016. We apologize for any inconvenience this may have caused you.
This customer's concerns were previously reviewed and addressed by Eversource. Improvements to the electric distribution equipment which serves this customer have already been installed. The service currently meets engineering requirements. Several construction options which...
further improve electric system performance have been presented to the customer for his consideration. In response to the customer's request, the [redacted]e Public Utilities Commission staff has reviewed the customer's concerns, Eversource's subsequent improvements and the additional construction options presented to the customer. On 8/2, the customer generated a work request to construct one of the options presented. The company will meet with him on site to discuss the necessary construction details.
Dear Revdex.com:Eversource has reached out to the customer in attempt to resolve this issue. Unfortunately, the customer has not returned my call. Please let customer know that I would be happy to discuss the complaint. Very truly yours. [redacted]...
After additional review of the calls and the overall experience the customer has had with our company, it has been determined that the customer received less than adequate service therefore for good customer relations, the $175 has been removed from the customer’s balance. We apologize for any inconvenience we have caused you and will be taking the proper corrective measures so we may better serve our customers in the future.
Complaint: [redacted]
I am rejecting this response because:Honestly, does it really matter if my name is not attached to the account anymore? You just put random address's meter readings on to our account. The...
account holders name is Thomas Lanigan. And we were just forced to pay $700.43 via western union to turn our power back on for not paying Octobers bill while on a payment plan that you estimated for us 9 months ago and claim that a few months we went over YOUR estimated amount came to this outrageous amount. Your company is a bunch of crooks. I bet you will still tell us we owe you hundreds of dollars more some how even tho we had to pay you what you claim to have been an outstanding bill.
Sincerely,A non willing consumer.
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I was forced to make that decision because they were going to shut me off on the 11th if I didn't. I could only pay the $300 this month and they said it wasn't good enough and would still shut me off if I didn't say I would pay all of it on the 21st. So naturally I said I could pay all of it even though I cant, so I don't get disconnected.
Sincerely,
[redacted]
The customer of record (owner of the property) for the referenced account requested to have an alternative mailing address on file of which the termination notice was mailed to on 09/09/15. We have no record of any return mail from the postal service. As of 09/28/15, the mailing address has been updated to reflect the service address.
The account for the first floor was switched over on 04/05/2017. The tenant will be responsible from that day forward.
Our records indicate that a notice was mailed on January 09, 2017. With no response to this notification or the required payment amount, the service was disconnected on February 6, 2017. All customers that are disconnected for nonpayment are required to pay a security deposit for...
reconnection of service. The deposit will be held until the account establishes 12 consecutive months of good payment history.
Complaint: [redacted]
I am rejecting this response because: 165$ was paid for the past due, never once was I notified of a massive $463 "security fee" and people who are on energy assist or have their whole bill taken care of with my tax money don't get this taken from them. I have NEVER had this happen in the past... and the treatment is unfair. I work hard and that money is to maintain the place that I live in... it's basically being stolen from me. I had NO problem paying which was late.... but to have the rest of my checking account drained because of this so called " security fee" that I had no idea about is a horrible way of business. You stole from me and my kids. If I lived off the state this wouldn't be a problem, this "security fee" wouldn't been taken from me. I will go to a lawyer and make this much bigger if I have too. I take complete responsibility for the $165 but you just took every last cent in my account. I want it refunded to my bank account. I know people that work for the company that say they've seen bills outstanding to $22,000 because they live off the state but I owed $165? And paid it! And I'm getting slapped in the face with a "security fee" which I had no idea there even was one?
Sincerely,
[redacted]
The customer has two email confirmations that state "you will receive a second email when the processing is complete". The customer was sent one email to confirm that one payment was processed. The customer was sent an ebill payment reminder two days later.
Dear Revdex.com:
Thank you for allowing the opportunity to respond to Benjamin [redacted]’s complaint regarding his bankruptcy filing. The information on the account from June indicate there were promises to pay that were not upheld by the customer. On August 23, 2016, Mr. [redacted] was given...
another exemption while the claim of bankruptcy was reviewed and later that day Eversource contacted the household asking for the customer of record to call Eversource. Mr. [redacted] did not return the call and collection activities proceeded on August 25, 2016. Mr. [redacted] has spoken with our legal collection department regarding the bankruptcy and has been advised to contact his attorney regarding this matter.
The customer has since made a down payment, arranged a payment plan and the service has been restored.
If I can be of additional service, please call me at [redacted]
Very truly yours,
Mary Ellen Molloy
Regulatory Relations Specialist
Eversource
247 Station Drive, SUMSW380
Westwood, MA 02090
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]
AFTER REVIEW OF THE ACCOUNT ON 11/18 THE CUSTOMER WAS REMOVED FROM HER CURRENT SUPPLIER IN ERROR. AN APOLOGY WAS EXTENDED TO THE CUSTOMER AND THE CUSTOMER WAS PLACED BACK ON THE THIRD PARTY SUPPLIER SHE HAD BEEN REMOVED FROM. THE CUSTOMER WAS ADVISED THE THIRD SUPPLIER WOULD BE ACTIVE ON THE ACCOUNT...
UNTIL HER DECEMBER BILLING STATEMENT DATE OF 12/11/2014, AT WHICH POINT SHE WOULD DEFAULT TO [redacted]. THE CUSTOMER WAS FULLY AWARE AND AGREED TO THIS RESOLUTION. THE CUSTOMER WAS ADVISED THAT ONCE WITH [redacted] SHE HAD THE OPTION OF SWITCHING TO A THIRD PARTY SUPPLIER AT ANY POINT. IF AN ADDITIONAL CONTRACT WAS DISCUSSED WITH A THIRD PARTY SUPPLIER IT IS THE THIRD PARTY SUPPLIER AS WELL AS THE CUSTOMERS RESPONSIBILITY TO ENSURE [redacted] HAS RECEIVED NOTIFICATION OF SUCH AGREEMENT. NO SUCH CONTRACT HAS BEEN RECEIVED TO DATE; THEREFORE, NO ADJUSTMENT WILL BE MADE TO THE ACCOUNT.
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 the customer’s meter readings are based on actual readings every month therefore we are not estimating the customer’s usage.
Many factors can account for an increase in energy use as it dependent upon what appliances are in use, the amount of days and...
the average temperature within the billing period to name a few. The account shows an increase in electricity beginning with the 07/11/16 billing statement (710 kWh used) thru 09/09/16 (775 kWh used). The 06/09/16 billing statement the customer used 448 kWh. The billing statement dated 10/07/16 shows the customer’s usage has decreased (517 kWh were used). Since the increase in electricity is very specific to the summer months when the temperature is warmer it is likely additional (seasonal) appliances were in use. Was the customer using fans, air conditioners or dehumifier etc.?
The customer is encouraged to call our Customer Service Department so our energy experts can further discuss and assist the customer with pin pointing what may have generated the increase of electricity. Our energy experts can provide the customer additional options, energy saving tips and schedule an appointment to further investigate if desired. Our Customer Service Representatives can be reached Monday-Friday from 7 a.m to 7 p.m at [redacted] and are happy to assist the customer with their energy questions and concerns.
Complaint: [redacted]
I am rejecting this response because:
On August 7 when I spoke to customer services to set up the 2 payments of $219 I also made arragnement on that phone call to pay $360.19 in Sept and $360.19 in October this however was never documented in the computer system. Why would I set up 2 payments and not make arrangements to settle the remainder of the account. We have been struggling to stay on top of the bills since my husband has been out of work on a workers compensaation injury and I was unemployed and am now under employed. When the power was shut off on 9/18 we were advised that they needed $280.00 plus a $500 security deposit or there would be NO POWER TURNED BACK ON. There was no room for discussion they just simply did not care. Borrowed money from family and CL&P took 1 hour to take money out of our acccount. They then said power would be restored within 24 hours and not before the hours would be between 8 and 4, even any appliance company gives you a better window then that. When we called in the morning to get a time we were told that THEY CANNOT REACH THEIR DRIVERS, they must think we're stupid, my husband has a medical condition which requires an electric device well CL&P could of cared less, can't reach drivers and that was that would be there between 8-4. We continued to call to explain the dire situation but with no luck, at one point a representative proceeded to tell me that our main circuit breaker must be off to allow the power to be turned on, that was the 1st I heard of that. Luckly with my husband home he was able to do this or I don't know what the outcome would have been. I did not find that to be a minor detail. We went from supervisor to supervisor with no help the coverage on the phones was rude and ignorant with teenagers and if it is recorded in the notes then it happened and if not in notes it didn't happen. If they are recording their workers they are certainly NOT listening in to improve their customer service.
Our service was reinstated 30 HOURS later at 4:05. Unfortunatly we do not have any other choice in electric companies for if I did I would run from such an unprofessional organization as the very rich CL&P. They should be ashamed of treating customers the way they did to my husband and I. I think they should do more training of staff and supervisors and start helping customers instead of going back on what they are promising but not documenting. We all know they can reach their drivers and if they shut you off at 9:30 am you should be turned on by 9:30 am not 30 hours later. Beware of the new $500 to make more money on us.
Disquised consumer,
[redacted]
After reviewing the customer’s account with our Claims Department, it was confirmed that the claim submitted on 06/22/15 has been denied. Our Claims Department confirms that the incident with the transformer on 06/19/15 was a result of a bird coming in contact with our electrical equipment....
Therefore the losses you sustained were not the result of negligence or poor workmanship on the part of Eversource.
A review of the account shows, as of today (12/17/15) two payments ($127.39 and $228.81) were credited to the customer’s account totaling $356.20. In addition, two late payment charges have been removed ($3.58 and $1.27) totaling $4.85. The customer’s account is now current with a balance of $296.94...
due on 01/13/2016. We apologize for any inconvenience this may have caused you.
This customer's concerns were previously reviewed and addressed by Eversource. Improvements to the electric distribution equipment which serves this customer have already been installed. The service currently meets engineering requirements. Several construction options which...
further improve electric system performance have been presented to the customer for his consideration. In response to the customer's request, the [redacted]e Public Utilities Commission staff has reviewed the customer's concerns, Eversource's subsequent improvements and the additional construction options presented to the customer. On 8/2, the customer generated a work request to construct one of the options presented. The company will meet with him on site to discuss the necessary construction details.
Dear Revdex.com:Eversource has reached out to the customer in attempt to resolve this issue. Unfortunately, the customer has not returned my call. Please let customer know that I would be happy to discuss the complaint. Very truly yours. [redacted]...
[redacted]Regulatory Relations Specialist[redacted]
After additional review of the calls and the overall experience the customer has had with our company, it has been determined that the customer received less than adequate service therefore for good customer relations, the $175 has been removed from the customer’s balance. We apologize for any inconvenience we have caused you and will be taking the proper corrective measures so we may better serve our customers in the future.
Complaint: [redacted]
I am rejecting this response because:Honestly, does it really matter if my name is not attached to the account anymore? You just put random address's meter readings on to our account. The...
account holders name is Thomas Lanigan. And we were just forced to pay $700.43 via western union to turn our power back on for not paying Octobers bill while on a payment plan that you estimated for us 9 months ago and claim that a few months we went over YOUR estimated amount came to this outrageous amount. Your company is a bunch of crooks. I bet you will still tell us we owe you hundreds of dollars more some how even tho we had to pay you what you claim to have been an outstanding bill.
Sincerely,A non willing consumer.
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I was forced to make that decision because they were going to shut me off on the 11th if I didn't. I could only pay the $300 this month and they said it wasn't good enough and would still shut me off if I didn't say I would pay all of it on the 21st. So naturally I said I could pay all of it even though I cant, so I don't get disconnected.
Sincerely,
[redacted]
The customer of record (owner of the property) for the referenced account requested to have an alternative mailing address on file of which the termination notice was mailed to on 09/09/15. We have no record of any return mail from the postal service. As of 09/28/15, the mailing address has been updated to reflect the service address.