We apologize for any inconvenience this caused the customer. Due to the security deposit of $535.00 being paid on 02/12/2016 we have waived the reconnection fee of $42.00.
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 reviewing the account, our records indicate the customer called to process a payment on Thursday, April 30th around 12:22 PM. Because 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 off. The customer was instructed to place a call back to Credit if she found the power was off when she returned to the location. On Friday, May 1st around 2:00 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, 2015.
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]
A review of the account shows the termination notice was sent to the customer on May 3, 2016. We have no record of any return mail from the postal service and no record of a payment agreement established on the customer’s account prior to the termination date of 05/19/2016.
The customer did...
attempt to process a payment on the Eversource website of $582.50 on 04/14/2016 however was returned on 04/20/16 due to an incorrect routing number and/or checking account number that was entered in by the customer on 04/14/16. When payment is processed Eversource automatically sends a confirmation number as confirmation however the payment is not processed immediately. On 04/21/16 the customer was sent a letter via mail informing we were unable to complete the payment due to no account/unable to locate.
Our records also indicate the customer called on 04/28/16 to inquire about the returned payment. At that time the customer informed the representative he would reprocess the payment for $582.50 however payment was never completed by the customer.
In the event a customer's service is turned off for non-payment and they do not have verification of hardship, we require the customer to pay a security deposit and the delinquent balance to have their service restored.
The amount of the security deposit is calculated based on the two highest consecutive bills from the past 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.
Due to the claim of medical (made by the customer), Eversource issued a same day reconnection of service on 05/19/16 of which no reconnection fee was assessed however we are unable to refund the security deposit of $485.00 at this time.
Complaint: [redacted]
I am rejecting this response because:Eversource Revdex.com Complaint: [redacted] I am rejecting this response because: The company has jacked up my rate by close to 50% based on a disputed past due amount of only $60.00. The New Start program is designed for people facing financial hardship and all they have done is reduced my rate from $155 to $145 a month. This cannot be remotely considered a suitable reduction based on my history of $105/months payments for the past few years. I cannot afford $145, yet if I don't pay I get cut off which is straightforward blackmail. Any dispute has to be resolved and the fact that the company refused to address the matter I should not be penalized and face a 50% increase. They are just manipulating numbers and excuses to justify their outrageous rate hike and should be stopped, fined and penalized. They increased their rates, approved by the State, so it appears that my use has increased based on the new cost for service and supply. This is a bogus smoke and mirrors trick. Who else gets the right to force an increase of 50% per year? I wish I could get such a raise, when the LEI is only 4%. Something must be done to rein in Eversource from continuing these outrageous rate increases. Sincerely, [redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I want to reject the answer from Eversource. Due to their negligence of mailing my bill to a insufficient address my account went to collections and ruined my credit score. I have spoken with the credit collection agency supervisor. Since then they have informed me with Eversource's permission they can completely remove the judgement off my credit report. The account was paid in full. I was unaware of this bill because I moved and they failed to forward my bill to the billing address. I'm trying to finance a home and due to me pulling my credit I was made aware of this. The judgement has dropped my score 145 pts. I would like this resolved please. A manager was suppose to call me back within 48 hrs and haven't called. I'm unsatisfied with a letter due to the fact of their negligence. Thank you,
Sincerely,
[redacted]
A review of the account shows despite the reversal of the reconnection fees the customer had an outstanding balance that was unpaid. The customer received a bill dated 01/03/17 for a total balance of $1015.55. Subsequent of the $175 being reversed, the customer’s balance was $840.55. These charges included a current bill of $231.06 and a past due of $601.72. On 01/05/2017 a disconnection notice was mailed to the customer for the $601.72 with a termination date of 01/19/2017. Since the past due amount was not paid by the termination date or a payment arrangement was not established the services were disconnected on 01/23/17. The customer has since spoken with a Customer Service Supervisor and services were reconnected on 01/24/17.
The account final billed on 2/10/17. A final bill was mailed to the location a few days later. The customer paid the balance on 3/7/17. Eversource uses a company for early placement. It is not reported to the credit bureau at this time. The customer paid in a timely...
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 CANNOT CONTROL WHAT THE MEDIA STATES ABOUT AN ESTIMATED RATE INCREASE. OUR COMPANY SEEKED AN INCREASE TO .142280 FROM THE [redacted] AND WAS APPROVED FOR THAT AMOUNT. AS OF JANUARY 1, 2015 ALL CUSTOMERS ON A BASIC FIXED RATE PAID THE SAME AMOUNT. THERE WILL BE NO MORE ADJUSTMENTS TO THIS ACCOUNT.
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.
Thank you for helping me get through to Eversource power. They sent out another person to day to look at the power lines . Now they decided that they can trim the trees. That is all I wanted before when I asked them repeatedly to fix the trees on the line. They said they would cut the trees within the next week . I will feel a lot safer when it is done. I will let you know when they do the job. Thank you again for your help. [redacted]
Complaint: [redacted]
I am rejecting this response because: The liberty power bill is not in my name but in the name of a [redacted]. It does not say [redacted] on the bill and it would be pointless of having two concurrent utility companies providing the same service. I have never heard of liberty power and I never an liberty power account. I do not see why I have to pay for a bill that is not in my name and one that I have never signed up for.
Sincerely,
[redacted]
dealing with PSNH, when my budget billing was not sufficient enough to cover the balance, the monthly amount was adjusted by PSNH, therefore allowing the balance to be paid in a timely and efficient manner. This was not the case in the past 12 months with Eversource.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
We are very sorry to hear the customer received less than adequate service. The total charges on all customer bills include both supplier and delivery charges. The supply charge is broken down into two charges, the Supply Charge and the Sales Services Charge. The delivery charge is broken down...
into four charges, to include a Customer Service Charge, Delivery Charge, SER Mechanism and Conservation Adjustment Mechanism Charge.
The customer can find a brief description of each individual charge shown under the Supply and Delivery Services Detail on her bills below:
Supply Charges Detail:
Supply Charge: The total purchased gas cost of each unit of natural gas.
Sales Services Charge: The rate associated with the recovery of on-site production and storage plant associated with the provision of gas supply, as well as certain gas supply- related asset costs.
Delivery Charges Detail:
Customer Service Charge: The basic cost of providing service, such as metering, meter reading and billing. A flat rate that depends on customer type (e.g., non-heating vs. heating).
Delivery Charge: The charge to deliver natural gas through the [redacted] distribution system.
SER Mechanism Charge (System Expansion Reconciliation Mechanism): The SER reflects the surplus or shortfall in the amount collected by Eversource to expand natural gas distribution in [redacted]
Conservation Adjustment Mechanism: Funds the expansion of conservation programs and to make them available to all customers, not just income-eligible customers.
Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted]y. We hope the customer finds this information helpful. As a reference the customer may refer to our website for further explanation of charges at [redacted]
Eversource does not check or investigate any internal appliances. Eversource captures monthly meter readings off the gas meter that calculates the amount of gas used with the billing cycle. The January and February billing statements are in line with the gas consumption typically used this time of year at the referenced service address. The amount of your bill is dependent on many different factors and can fluctuate on a monthly basis depending on what appliances are in use (size of appliances, efficiency of appliances and how well insulated the home is), amount of days in the billing period, weather patterns (the colder the temperate is outside, the more often the heating system is in use) change in rates, the amount of people living in the home, appliance upgrades, home renovations, faulty (malfunctioning appliances) and much more. If the customer would like to discuss their usage further and/or schedule an appointment to have their meter checked, please call our Customer Service Department at ###-###-####. Representatives are available Monday-Friday from 7 a.m to 7 p.m.
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]
The package that was delivered to the customer on February 2, 2017, has the information for the adjustment being billed. It also has a contact person for any quesitons. The customer can call the contact person for more information.
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,, [redacted]. 1) The "supposed" disconnection process which is an actual bill dated 3/12/15 that states on it "Please remit the past due amount of $154.97. 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 delivered. 3) 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 5 minutes to do. The $100 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]
Deposit demands are based on the NH Public Utilities Commission rules that can be viewed at [redacted]. A deposit is demanded after a customer received 4 or more disconnect notices in a 12 month history and/or is disconnected. Each disconnect notice also contains a warning that the...
current payment practices could result in a deposit demand. The customer can view energy suppliers on the [redacted]
We apologize for any inconvenience this caused the customer. Due to the security deposit of $535.00 being paid on 02/12/2016 we have waived the reconnection fee of $42.00.
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 reviewing the account, our records indicate the customer called to process a payment on Thursday, April 30th around 12:22 PM. Because 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 off. The customer was instructed to place a call back to Credit if she found the power was off when she returned to the location. On Friday, May 1st around 2:00 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, 2015.
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]
A review of the account shows the termination notice was sent to the customer on May 3, 2016. We have no record of any return mail from the postal service and no record of a payment agreement established on the customer’s account prior to the termination date of 05/19/2016.
The customer did...
attempt to process a payment on the Eversource website of $582.50 on 04/14/2016 however was returned on 04/20/16 due to an incorrect routing number and/or checking account number that was entered in by the customer on 04/14/16. When payment is processed Eversource automatically sends a confirmation number as confirmation however the payment is not processed immediately. On 04/21/16 the customer was sent a letter via mail informing we were unable to complete the payment due to no account/unable to locate.
Our records also indicate the customer called on 04/28/16 to inquire about the returned payment. At that time the customer informed the representative he would reprocess the payment for $582.50 however payment was never completed by the customer.
In the event a customer's service is turned off for non-payment and they do not have verification of hardship, we require the customer to pay a security deposit and the delinquent balance to have their service restored.
The amount of the security deposit is calculated based on the two highest consecutive bills from the past 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.
Due to the claim of medical (made by the customer), Eversource issued a same day reconnection of service on 05/19/16 of which no reconnection fee was assessed however we are unable to refund the security deposit of $485.00 at this time.
Complaint: [redacted]
I am rejecting this response because:Eversource Revdex.com Complaint: [redacted] I am rejecting this response because: The company has jacked up my rate by close to 50% based on a disputed past due amount of only $60.00. The New Start program is designed for people facing financial hardship and all they have done is reduced my rate from $155 to $145 a month. This cannot be remotely considered a suitable reduction based on my history of $105/months payments for the past few years. I cannot afford $145, yet if I don't pay I get cut off which is straightforward blackmail. Any dispute has to be resolved and the fact that the company refused to address the matter I should not be penalized and face a 50% increase. They are just manipulating numbers and excuses to justify their outrageous rate hike and should be stopped, fined and penalized. They increased their rates, approved by the State, so it appears that my use has increased based on the new cost for service and supply. This is a bogus smoke and mirrors trick. Who else gets the right to force an increase of 50% per year? I wish I could get such a raise, when the LEI is only 4%. Something must be done to rein in Eversource from continuing these outrageous rate increases. Sincerely, [redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I want to reject the answer from Eversource. Due to their negligence of mailing my bill to a insufficient address my account went to collections and ruined my credit score. I have spoken with the credit collection agency supervisor. Since then they have informed me with Eversource's permission they can completely remove the judgement off my credit report. The account was paid in full. I was unaware of this bill because I moved and they failed to forward my bill to the billing address. I'm trying to finance a home and due to me pulling my credit I was made aware of this. The judgement has dropped my score 145 pts. I would like this resolved please. A manager was suppose to call me back within 48 hrs and haven't called. I'm unsatisfied with a letter due to the fact of their negligence. Thank you,
Sincerely,
[redacted]
A review of the account shows despite the reversal of the reconnection fees the customer had an outstanding balance that was unpaid. The customer received a bill dated 01/03/17 for a total balance of $1015.55. Subsequent of the $175 being reversed, the customer’s balance was $840.55. These charges included a current bill of $231.06 and a past due of $601.72. On 01/05/2017 a disconnection notice was mailed to the customer for the $601.72 with a termination date of 01/19/2017. Since the past due amount was not paid by the termination date or a payment arrangement was not established the services were disconnected on 01/23/17. The customer has since spoken with a Customer Service Supervisor and services were reconnected on 01/24/17.
The account final billed on 2/10/17. A final bill was mailed to the location a few days later. The customer paid the balance on 3/7/17. Eversource uses a company for early placement. It is not reported to the credit bureau at this time. The customer paid in a timely...
manner.
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 CANNOT CONTROL WHAT THE MEDIA STATES ABOUT AN ESTIMATED RATE INCREASE. OUR COMPANY SEEKED AN INCREASE TO .142280 FROM THE [redacted] AND WAS APPROVED FOR THAT AMOUNT. AS OF JANUARY 1, 2015 ALL CUSTOMERS ON A BASIC FIXED RATE PAID THE SAME AMOUNT. THERE WILL BE NO MORE ADJUSTMENTS TO THIS ACCOUNT.
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.
Thank you for helping me get through to Eversource power. They sent out another person to day to look at the power lines . Now they decided that they can trim the trees. That is all I wanted before when I asked them repeatedly to fix the trees on the line. They said they would cut the trees within the next week . I will feel a lot safer when it is done. I will let you know when they do the job. Thank you again for your help. [redacted]
Complaint: [redacted]
I am rejecting this response because: The liberty power bill is not in my name but in the name of a [redacted]. It does not say [redacted] on the bill and it would be pointless of having two concurrent utility companies providing the same service. I have never heard of liberty power and I never an liberty power account. I do not see why I have to pay for a bill that is not in my name and one that I have never signed up for.
Sincerely,
[redacted]
Previously, when...
dealing with PSNH, when my budget billing was not sufficient enough to cover the balance, the monthly amount was adjusted by PSNH, therefore allowing the balance to be paid in a timely and efficient manner. This was not the case in the past 12 months with Eversource.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
We are very sorry to hear the customer received less than adequate service. The total charges on all customer bills include both supplier and delivery charges. The supply charge is broken down into two charges, the Supply Charge and the Sales Services Charge. The delivery charge is broken down...
into four charges, to include a Customer Service Charge, Delivery Charge, SER Mechanism and Conservation Adjustment Mechanism Charge.
The customer can find a brief description of each individual charge shown under the Supply and Delivery Services Detail on her bills below:
Supply Charges Detail:
Supply Charge: The total purchased gas cost of each unit of natural gas.
Sales Services Charge: The rate associated with the recovery of on-site production and storage plant associated with the provision of gas supply, as well as certain gas supply- related asset costs.
Delivery Charges Detail:
Customer Service Charge: The basic cost of providing service, such as metering, meter reading and billing. A flat rate that depends on customer type (e.g., non-heating vs. heating).
Delivery Charge: The charge to deliver natural gas through the [redacted] distribution system.
SER Mechanism Charge (System Expansion Reconciliation Mechanism): The SER reflects the surplus or shortfall in the amount collected by Eversource to expand natural gas distribution in [redacted]
Conservation Adjustment Mechanism: Funds the expansion of conservation programs and to make them available to all customers, not just income-eligible customers.
Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted]y. We hope the customer finds this information helpful. As a reference the customer may refer to our website for further explanation of charges at [redacted]
Eversource does not check or investigate any internal appliances. Eversource captures monthly meter readings off the gas meter that calculates the amount of gas used with the billing cycle. The January and February billing statements are in line with the gas consumption typically used this time of year at the referenced service address. The amount of your bill is dependent on many different factors and can fluctuate on a monthly basis depending on what appliances are in use (size of appliances, efficiency of appliances and how well insulated the home is), amount of days in the billing period, weather patterns (the colder the temperate is outside, the more often the heating system is in use) change in rates, the amount of people living in the home, appliance upgrades, home renovations, faulty (malfunctioning appliances) and much more. If the customer would like to discuss their usage further and/or schedule an appointment to have their meter checked, please call our Customer Service Department at ###-###-####. Representatives are available Monday-Friday from 7 a.m to 7 p.m.
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]
The package that was delivered to the customer on February 2, 2017, has the information for the adjustment being billed. It also has a contact person for any quesitons. The customer can call the contact person for more information.
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,, [redacted]. 1) The "supposed" disconnection process which is an actual bill dated 3/12/15 that states on it "Please remit the past due amount of $154.97. 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 delivered. 3) 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 5 minutes to do. The $100 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]
Deposit demands are based on the NH Public Utilities Commission rules that can be viewed at [redacted]. A deposit is demanded after a customer received 4 or more disconnect notices in a 12 month history and/or is disconnected. Each disconnect notice also contains a warning that the...
current payment practices could result in a deposit demand. The customer can view energy suppliers on the [redacted]