After a review of the account, the account shows the customer made a payment on 12/01/15 for $642.64 therefore the service was reconnected on 12/01/15 at 3:58 PM.
A review of the account shows the charges of $364.61 were charges to reconnect the gas service at the referenced service address. The customer requested a disconnection of service on 05/15/15 and requested a reconnection on 10/23/15 therefore the customer was charged for seasonal reconnection fees....
For example, customers that disconnect service during the months gas is not in use and reconnect when gas is needed, the customer is charged a reconnection fee of $85 in addition to the number of months between the disconnection and reconnection of service multiplied by the applicable Rate's monthly Customer Service Charge and the number of months between the disconnection and reconnection of service multiplied by the applicable Rate's monthly Demand charge. For Commercial customers, we charge the Customer Service and Demand charges for the months the service was off. This is because the customer's rate is based on 12 months of use. Therefore, when the customer does not use the utility for all 12 months, they are not being billed the true rate. These charges are there to recover annual fixed costs for the gas meter, the service line, the distribution line, the distribution pipe system, etc. that sits there each and every day to serve customers. When a customer disconnects, they are only paying a portion of these 12 month charges, so in order to make the rates fair for everyone, we back charge the customer for the months the service was off. The Reconnect fee recovers the Customer and Demand costs that were accrued during the disconnection period.
With this being said, the customer was not informed during either phone call (in May or October) that the above fees would be applied to the customer’s account. Due to the company error, the charges of $364.61 have been waived. We apology for any inconvenience this may have caused and appreciate the customer for bringing this to our attention. We value you as a customer and will be taking the appropriate measures with our representatives by providing any necessary coaching and/or training.
Please make note of the above seasonal reconnection charges shall the customer wish to disconnect and reconnect the service in the future within a 12 month period.
The total charges include both supplier and delivery charges. The customer is billed based on the amount of kilowatt hours (kWh) used within the billing period. A review of the account shows the most recent billing statement dated 02/22/17 was for $240.57 of which was based on an actual meter...
reading. These charges include electricity supply services of $97.00 and delivery charges of $142.31. Supply Services (generation charges) are the charges associated with the amount of electricity the customer uses. The customer has chosen a third party supplier, [redacted] Energy LLC therefore the rate is the flat rate of $0.06590 multiplied by the amount of kWh. The delivery charges include the price for the delivery of electricity from the generating station (supplier) through the distribution system (substations, transmission lines, distribution lines) to the customer. These charges are also multiplied by the amount of kWh the customer uses within the billing period. The most recent billing statement (dated 02/22/17) was for the billing period of 01/24/17 to 02/22/17. The customer used 1472 kWh compared to the prior billing statement dated 01/24/2017 of 1715 kWh therefore the customer’s bill has gone down from their highest peak of the 1715 kWh. A 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 electric heat.
The customer may find a description of the individual line item charges below found under the delivery services charges detail on the bill.
Transmission Charge: The charge for delivery of electricity over the high-voltage power lines from the generation company to Eversource.
Distribution Customer Service Charge: The basic cost of providing service, such as metering, meter reading and billing.
Distribution Charge per kWh: Eversource charges for delivery of electricity over poles and wires to homes and businesses.
Revenue Adjustment Mechanism: This adjustment balances the difference between the amount Eversource is allowed to collect for energy delivery during a specific period for its operating costs, and how much it actually collected at the end of that period.
Note: This adjustment can appear as a credit if the company collected more, or as a charge if Eversource collected less than the amount set by regulators.
Competitive Transition Assessment (CTA): The part of a consumer's electric bill that lets the electric distribution company recover stranded costs. This was established in the statutes of CT deregulation.
Combined Public Benefits: Represents a combination of the Conservation and Load Management charge, Renewable Energy Investment Charge and Systems Benefits Charge.
1.Conservation & Load Management Charge – funds cost-effective energy conservation programs.
2.Renewable Energy Investment Charge – funds activities that promote the growth, development and sale of renewable energy resources; and renewable energy investment activities.
3.Systems Benefit Charge - recovers costs associated with public education, low-income protection, and special needs customers; NUStart forgiveness recovery.
Federally Mandated Congestion Charge (FMCC): A federally mandated charge related to the reliability of supply delivered by the electric system. Eversource collects the charges imposed by ISO New England (ISO) to maintain a stable electric distribution system in New England. State and federal laws require electric customers to pay for FMCC.
Distribution Adjustment: Will be collected over 24 months beginning December 1, 2015, as a result of an accumulated deferred income tax adjustment
Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the Public Regulatory Utilities Authority. To learn more about our energy rates and fluctuations, the customer may visit http://www.eversource-energyrates.com/. The website will help the customer understand how and why energy costs change and even more important, the work we are doing to being these costs down.
After review of the account, it shows that the previous tenant called to end service on 07/13/2016 which is why the gas went off. The customer didn't call to accept services until 07/13/2016. There will be a good will credit placed on the account for the gas not being set up.
After review of the account, it shows that the Eversource has delivered a package to the customer. The package explains how the charges were billed to the customers account. At this time there are no adjustments to the account.
Effective October 2014, in the event a customer's service is turned off for non-payment, Eversource requires customers to pay a security deposit in addition to the delinquent balance to have service restored.
The amount of the security deposit is calculated based on the two highest...
consecutive bills from the past year. The average from those two months is then recalculated for a 45 day period. The deposit is held until the customer establishes 12 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.
A review of the account shows the customer’s service was disconnected on 10/20/15 therefore a security deposit of $395 was collected. The 12 month history from October 2015 to October 2016 shows a total of 9 late payment charges were assessed and applied to the account therefore the customer is not eligible for a refund at this time.
After a review of the account, the deposit will be changed to a “monitored” status at this time therefore the requested payment of $3320.00 has been adjusted to reflect a 0 balance. We will be monitoring your usage for 60 days to determine if a deposit will be assessed in the future.
Complaint: [redacted]
I am rejecting this response because:it's not the usage I dispute. It's the delivery fees astronomical increase.
Sincerely,
[redacted]
The customer’s account is currently being reviewed. One of our high bill specialists will be contacting the customer to further discuss their billing concerns.
A second review of the account shows that payments were processed before the account ended and the account ended when the customer called to cancel the service. The customer is responsible for the balance. Once payment is made the credit bureaus will be updated.
Due to the customer’s financial hardship, we are willing to lower the customer’s monthly payment to $125. Unfortunately we are unable to lower it to the previous budget billing amount of $105 due to the customer’s increased historical average usage. The $105 per month calculation was based on historical usage /billing from 06/20/13-05/21/14 which was a total of $1307.29 (7,234 kWh). The $145/ per month calculation is based on historical usage/billing from 09/19/14- 08/21/15 which was a total of $1597.46 (8,859 kWh). Please be aware that because the $125 is lower than the customer’s historical average usage, the customer may accrue a balance within the 12 months (length of the program) which may increase or decrease the monthly payment amount in the future. Please let us know if you would like us to lower your monthly payment amount or the customer can call our Credit and Collection Department at ###-###-####.
Dear Revdex.com:
RE: Revdex.com-[redacted]
Thank you for your inquiry regarding the electronic payments for [redacted].
As a result of the inquiry an investigation was conducted. The investigation revealed that there were two usernames created by the customer. Each...
username connected to the customer’s checking account resulting in each sign on withdrawing from the customer’s account.
The oldest username has been deleted which will result in only one withdrawal going forward. Additionally, the customer’s overpayment of $105.62 will be issued a refund check. Eversource will also give the customer a $25.00 goodwill credit to be applied to the account.
Thank you for providing the opportunity to provide an explanation.
Respectfully yours,
Mary [redacted]
Regulatory Affairs Specialist
A review of the account shows the customer’s billing discrepancy is regarding the balance of $34.58 for the service address of [redacted]. As of 06/02/2015, the charges have been removed and the customer’s account reflects a zero balance. Please accept our apologies for...
any inconvenience; however the charges were billed to the customer due to a landlord agreement that was never removed when the property sold. Our records have been updated accordingly. The customer will receive a zero balance letter confirming the charges have been removed. The customer’s account was not sent to a collection agency, therefore will have no impact to their credit report.
There are no charges on the bill for a district charge...there are distribution charges on the bill which has been explained in the previous response.
Distribution customer service charge - based on the costs associated with connecting a customer to the company's distribution system including the service connection and metering equipment.
Distribution charge - the price for delivery of electricity over poles and wires to homes or businesses (by your electric distribution company)
Dear Revdex.com: It is never our intention for a customer to experience a service interruption. Unfortunately, the generator brought on site to energize did malfunction and another generator large enough to handle the load was brought on site. Additionally, manhole access...
to our equipment was hampered due to automobiles. The electricity bill is based upon kilowatt consumption and is measured by a meter. When there is no power the meter does not spin and a customer is not charged. Please accept our apology for the service interruption. Sincerely, Mary Ellen M[redacted] Regulatory Relations Specialist Eversource One NSTAR Way, SUMSW380 Westwood, MA 02090 o ###-###-####
ALL CUSTOMERS WHOSE SERVICE IS DISCONNECTED FOR NON PAY ARE REQUIRED TO PAY A SECURITY DEPOSIT IN ORDER TO GET SERVICE RESTORED. AFTER 12 MONTHS OF GOOD PAYMENT HISTORY THE DEPOSIT WILL BE REFUNDED TO THE CUSTOMER.
Complaint: [redacted]
I am rejecting this response because the account needs to be credited 3.50. Your website would not let me make a payment so I was forced to call and make a payment over the phone. Thank you for everything else but in order to finalize and settle everything please credit my account $3.50.
Sincerely,
[redacted]
Upon review of the customer’s account, the first record of the customer calling Eversource (formerly [redacted]) to advise he was no longer the property owner was 3/27/15. Because the new owner had not called to take over the electric service the billing continued in the customer’s name. Eversource was...
able to speak with the new property owner who accepted billing responsibility as of 3/24/15. We will adjust the customer’s bill to reflect a final bill date of 3/24/15. We will mail the adjusted bill to the customer.
AFTER REVIEW OF THE ACCOUNT, THE CUSTOMER INFORMED EVERSOURCE THAT HE MADE THE PAYMENTS ON THE GAS BY ACCIDENT, WHICH IS WHY THE COMPANY TRANSFERRED THE PAYMENTS TO ELECTRIC ACCOUNT. ONCE AN ACCOUNT IS SHUT OFF FOR NON PAYMENT ALL CUSTOMERS PAY A SECURITY DEPOSIT AND A RECONNECT FEE.
After a review of the account, the account shows the customer made a payment on 12/01/15 for $642.64 therefore the service was reconnected on 12/01/15 at 3:58 PM.
A review of the account shows the charges of $364.61 were charges to reconnect the gas service at the referenced service address. The customer requested a disconnection of service on 05/15/15 and requested a reconnection on 10/23/15 therefore the customer was charged for seasonal reconnection fees....
For example, customers that disconnect service during the months gas is not in use and reconnect when gas is needed, the customer is charged a reconnection fee of $85 in addition to the number of months between the disconnection and reconnection of service multiplied by the applicable Rate's monthly Customer Service Charge and the number of months between the disconnection and reconnection of service multiplied by the applicable Rate's monthly Demand charge. For Commercial customers, we charge the Customer Service and Demand charges for the months the service was off. This is because the customer's rate is based on 12 months of use. Therefore, when the customer does not use the utility for all 12 months, they are not being billed the true rate. These charges are there to recover annual fixed costs for the gas meter, the service line, the distribution line, the distribution pipe system, etc. that sits there each and every day to serve customers. When a customer disconnects, they are only paying a portion of these 12 month charges, so in order to make the rates fair for everyone, we back charge the customer for the months the service was off. The Reconnect fee recovers the Customer and Demand costs that were accrued during the disconnection period.
With this being said, the customer was not informed during either phone call (in May or October) that the above fees would be applied to the customer’s account. Due to the company error, the charges of $364.61 have been waived. We apology for any inconvenience this may have caused and appreciate the customer for bringing this to our attention. We value you as a customer and will be taking the appropriate measures with our representatives by providing any necessary coaching and/or training.
Please make note of the above seasonal reconnection charges shall the customer wish to disconnect and reconnect the service in the future within a 12 month period.
The total charges include both supplier and delivery charges. The customer is billed based on the amount of kilowatt hours (kWh) used within the billing period. A review of the account shows the most recent billing statement dated 02/22/17 was for $240.57 of which was based on an actual meter...
reading. These charges include electricity supply services of $97.00 and delivery charges of $142.31. Supply Services (generation charges) are the charges associated with the amount of electricity the customer uses. The customer has chosen a third party supplier, [redacted] Energy LLC therefore the rate is the flat rate of $0.06590 multiplied by the amount of kWh. The delivery charges include the price for the delivery of electricity from the generating station (supplier) through the distribution system (substations, transmission lines, distribution lines) to the customer. These charges are also multiplied by the amount of kWh the customer uses within the billing period. The most recent billing statement (dated 02/22/17) was for the billing period of 01/24/17 to 02/22/17. The customer used 1472 kWh compared to the prior billing statement dated 01/24/2017 of 1715 kWh therefore the customer’s bill has gone down from their highest peak of the 1715 kWh. A 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 electric heat.
The customer may find a description of the individual line item charges below found under the delivery services charges detail on the bill.
Transmission Charge: The charge for delivery of electricity over the high-voltage power lines from the generation company to Eversource.
Distribution Customer Service Charge: The basic cost of providing service, such as metering, meter reading and billing.
Distribution Charge per kWh: Eversource charges for delivery of electricity over poles and wires to homes and businesses.
Revenue Adjustment Mechanism: This adjustment balances the difference between the amount Eversource is allowed to collect for energy delivery during a specific period for its operating costs, and how much it actually collected at the end of that period.
Note: This adjustment can appear as a credit if the company collected more, or as a charge if Eversource collected less than the amount set by regulators.
Competitive Transition Assessment (CTA): The part of a consumer's electric bill that lets the electric distribution company recover stranded costs. This was established in the statutes of CT deregulation.
Combined Public Benefits: Represents a combination of the Conservation and Load Management charge, Renewable Energy Investment Charge and Systems Benefits Charge.
1.Conservation & Load Management Charge – funds cost-effective energy conservation programs.
2.Renewable Energy Investment Charge – funds activities that promote the growth, development and sale of renewable energy resources; and renewable energy investment activities.
3.Systems Benefit Charge - recovers costs associated with public education, low-income protection, and special needs customers; NUStart forgiveness recovery.
Federally Mandated Congestion Charge (FMCC): A federally mandated charge related to the reliability of supply delivered by the electric system. Eversource collects the charges imposed by ISO New England (ISO) to maintain a stable electric distribution system in New England. State and federal laws require electric customers to pay for FMCC.
Distribution Adjustment: Will be collected over 24 months beginning December 1, 2015, as a result of an accumulated deferred income tax adjustment
Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the Public Regulatory Utilities Authority. To learn more about our energy rates and fluctuations, the customer may visit http://www.eversource-energyrates.com/. The website will help the customer understand how and why energy costs change and even more important, the work we are doing to being these costs down.
After review of the account, it shows that the previous tenant called to end service on 07/13/2016 which is why the gas went off. The customer didn't call to accept services until 07/13/2016. There will be a good will credit placed on the account for the gas not being set up.
A review of the account shows the balance has already been removed from the account.
After review of the account, it shows that the Eversource has delivered a package to the customer. The package explains how the charges were billed to the customers account. At this time there are no adjustments to the account.
Effective October 2014, in the event a customer's service is turned off for non-payment, Eversource requires customers to pay a security deposit in addition to the delinquent balance to have service restored.
The amount of the security deposit is calculated based on the two highest...
consecutive bills from the past year. The average from those two months is then recalculated for a 45 day period. The deposit is held until the customer establishes 12 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.
A review of the account shows the customer’s service was disconnected on 10/20/15 therefore a security deposit of $395 was collected. The 12 month history from October 2015 to October 2016 shows a total of 9 late payment charges were assessed and applied to the account therefore the customer is not eligible for a refund at this time.
After a review of the account, the deposit will be changed to a “monitored” status at this time therefore the requested payment of $3320.00 has been adjusted to reflect a 0 balance. We will be monitoring your usage for 60 days to determine if a deposit will be assessed in the future.
Complaint: [redacted]
I am rejecting this response because:it's not the usage I dispute. It's the delivery fees astronomical increase.
Sincerely,
[redacted]
The customer’s account is currently being reviewed. One of our high bill specialists will be contacting the customer to further discuss their billing concerns.
A second review of the account shows that payments were processed before the account ended and the account ended when the customer called to cancel the service. The customer is responsible for the balance. Once payment is made the credit bureaus will be updated.
Due to the customer’s financial hardship, we are willing to lower the customer’s monthly payment to $125. Unfortunately we are unable to lower it to the previous budget billing amount of $105 due to the customer’s increased historical average usage. The $105 per month calculation was based on historical usage /billing from 06/20/13-05/21/14 which was a total of $1307.29 (7,234 kWh). The $145/ per month calculation is based on historical usage/billing from 09/19/14- 08/21/15 which was a total of $1597.46 (8,859 kWh). Please be aware that because the $125 is lower than the customer’s historical average usage, the customer may accrue a balance within the 12 months (length of the program) which may increase or decrease the monthly payment amount in the future. Please let us know if you would like us to lower your monthly payment amount or the customer can call our Credit and Collection Department at ###-###-####.
Dear Revdex.com:
RE: Revdex.com-[redacted]
Thank you for your inquiry regarding the electronic payments for [redacted].
As a result of the inquiry an investigation was conducted. The investigation revealed that there were two usernames created by the customer. Each...
username connected to the customer’s checking account resulting in each sign on withdrawing from the customer’s account.
The oldest username has been deleted which will result in only one withdrawal going forward. Additionally, the customer’s overpayment of $105.62 will be issued a refund check. Eversource will also give the customer a $25.00 goodwill credit to be applied to the account.
Thank you for providing the opportunity to provide an explanation.
Respectfully yours,
Mary [redacted]
Regulatory Affairs Specialist
A review of the account shows the customer’s billing discrepancy is regarding the balance of $34.58 for the service address of [redacted]. As of 06/02/2015, the charges have been removed and the customer’s account reflects a zero balance. Please accept our apologies for...
any inconvenience; however the charges were billed to the customer due to a landlord agreement that was never removed when the property sold. Our records have been updated accordingly. The customer will receive a zero balance letter confirming the charges have been removed. The customer’s account was not sent to a collection agency, therefore will have no impact to their credit report.
There are no charges on the bill for a district charge...there are distribution charges on the bill which has been explained in the previous response.
Distribution customer service charge - based on the costs associated with connecting a customer to the company's distribution system including the service connection and metering equipment.
Distribution charge - the price for delivery of electricity over poles and wires to homes or businesses (by your electric distribution company)
Dear Revdex.com: It is never our intention for a customer to experience a service interruption. Unfortunately, the generator brought on site to energize did malfunction and another generator large enough to handle the load was brought on site. Additionally, manhole access...
to our equipment was hampered due to automobiles. The electricity bill is based upon kilowatt consumption and is measured by a meter. When there is no power the meter does not spin and a customer is not charged. Please accept our apology for the service interruption. Sincerely, Mary Ellen M[redacted] Regulatory Relations Specialist Eversource One NSTAR Way, SUMSW380 Westwood, MA 02090 o ###-###-####
ALL CUSTOMERS WHOSE SERVICE IS DISCONNECTED FOR NON PAY ARE REQUIRED TO PAY A SECURITY DEPOSIT IN ORDER TO GET SERVICE RESTORED. AFTER 12 MONTHS OF GOOD PAYMENT HISTORY THE DEPOSIT WILL BE REFUNDED TO THE CUSTOMER.
Complaint: [redacted]
I am rejecting this response because the account needs to be credited 3.50. Your website would not let me make a payment so I was forced to call and make a payment over the phone. Thank you for everything else but in order to finalize and settle everything please credit my account $3.50.
Sincerely,
[redacted]
Upon review of the customer’s account, the first record of the customer calling Eversource (formerly [redacted]) to advise he was no longer the property owner was 3/27/15. Because the new owner had not called to take over the electric service the billing continued in the customer’s name. Eversource was...
able to speak with the new property owner who accepted billing responsibility as of 3/24/15. We will adjust the customer’s bill to reflect a final bill date of 3/24/15. We will mail the adjusted bill to the customer.
AFTER REVIEW OF THE ACCOUNT, THE CUSTOMER INFORMED EVERSOURCE THAT HE MADE THE PAYMENTS ON THE GAS BY ACCIDENT, WHICH IS WHY THE COMPANY TRANSFERRED THE PAYMENTS TO ELECTRIC ACCOUNT. ONCE AN ACCOUNT IS SHUT OFF FOR NON PAYMENT ALL CUSTOMERS PAY A SECURITY DEPOSIT AND A RECONNECT FEE.