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]
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.
A review of the account shows the customer was disconnected in error. The customer was contacted today to inform their service will be reconnected this evening.
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]
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:The original 2014 rate was at .088440 per kwh. [redacted]'s (Eversource) communication and agreement was that rate would go up one third putting the rate at .117625 per kwh. Instead, the rate went up to .142280 per kwh in January of 2015 thereby dishonoring the communicated amount. I would like my outstanding bill to be adjusted to the agreed upon rate of .117625 per kwh which I will be happy to pay. I would like this agreement to be put in writing reflecting this agreed rate.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was not aware that we paid the wrong account until May 24, in which time I called to resolve the issue and pay the correct amount. I thought my house not having hot water was due to a hot water heater that was having issues. I had a repairman come to my house only to learn the gas was shut off. The company did NOT solve the issue within a reasonable time. They made me wait 6 days before sending someone out to my house. They have men on call 24 hours a day and could have sent someone out sooner than 6 days. I also feel I should be waived the deposit fee and reconnection fee in good faith for the record of my payment actually being paid. The company should make a distinction in the Electric and Gas company statements. I know for a fact this has happened to other customers as well.
Sincerely,
Kathleen Genovese
Complaint: [redacted]I am rejecting this response because: If that allows Eversource executives to sleep better at night. Good for them. Burying something on a website doesn't justify what they are doing. It's still very shady business practice and appears to be a way to penalize customers for seeking out competitors with better rates. Eversource just took a 30% rate increase which prompted me to shop around for other Electricity providers. Now they come back and up my rate another 48% retroactive no less and claim it's ok because they have something posted on their website. I hope this gets some local news media, [redacted] and state government attention for the bad business practice that it represents. You should be ashamed!Sincerely,[redacted]
A review of the account, the customer was given the first available date for the meter exchange. If the customer cannot keep the appointment the customer should contact the company to schedule a time when he is available.
The customer was billed to the meter reads which was actual usage received from the meter. There is no charge to change to the meter. There will be no adjustments or credits to this account. A payment arrangement has been added to the account as requested.
A review of the account shows the customer is on a payment agreement for $165/month (due on the 8th of every month) until October 2016. The customer is going to receive monthly billing statements to reflect the customer’s actual monthly charges including the customer’s up to date balance however...
because the customer is on the payment agreement the customer will continue to pay the $165/monthly instead of the “total amount due” that reflects on the billing statement.
Dear Revdex.com:
Eversource’s technician examined the meter and found it to be operating exactly as it should. There is no indication of error in reading or billing the account. The bills represent only electricity which registered on the meter and was used on the premises. The Massachusetts Department of Public Utilities ordered the meter to be tested by the state and the meter tested correctly.
If the customer still considers the bill to be inaccurate, they have the right to appeal to the Massachusetts Department of Public Utilities.
Write: Massachusetts Department of Public Utilities ...⇄ Consumer Division ...⇄ One South Station ...⇄ Boston, MA 02110
Call: ###-###-#### or [redacted]
Sincerely,
Mary Ellen Molloy
Regulatory Relations Specialist
###-###-####
A review of the account shows the termination notice was sent to the customer on April 8, 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 04/27/2016.
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.
As of today, 05/02/2016, the total balance is $6,781.07. In order for the electricity to be reconnected we would need the past due amount of $6,485.37 plus a security deposit of $390.00, totaling $6,875.37. Once payment is made, a reconnection will be issued for the next business day of which a reconnection charge will also be assessed and applied to the account.
Complaint: [redacted]
I am rejecting this response because: Eversource's verbal arrangement made with me was different than the written. In my verbal agreement with one [redacted] at extention [redacted], I was going to get $200 taken off my 400 bill and I would pay $165 a month until my $400 bill was paid off. He said he would have my re connection fee waived if I agreed, and so I did. It took an additional 10 days for the written arrangement to come. I had to call twice before it was finally received and it was very different from the one [redacted] and I had made. Please find attached the written agreement. I call them back and canceled whatever their arrangement was and have since paid $375 on the $400 bill I thought I owed. IIn the 20 years I had [redacted], I have never, ever written you about a bill dispute, NEVER!!!! I made arrangements with [redacted] all the time. Whatever was discussed on the phone, was exactly what I received in the mail. Only once was my gas disconnected and it was when I was going through a divorce 9 years ago. It has never been disconnected since. I have never had to get energy assistance and Eversource reps keep telling me I need to go and get one, hence the hike of my gas bill. I think they are scammers and I want [redacted] back!!!
Sincerely,
[redacted]
Dear Revdex.com:
Please express my apology to [redacted] for not getting receiving a return call. Usually, when a customer asks to speak to a supervisor the call is escalated to a senior representative and then a supervisor if the issue cannot be remedied. It is uncertain as to why the...
chain of response was not employed on the occasions that she called after receiving the April 13, 2016 letter. The April 13, 2016 letter explained the origin of the original $40.00 credit applied to the account.
There was a follow up letter dated May 3, 2016 explaining an additional credit to the account resulting in a credit balance of $352.07.
Thank you for allowing the opportunity to provide an explanation.
Very truly yours,
Mary Ellen M[redacted]
Regulatory Relations Specialist
Eversource
247 Station Drive, SUMSW380
Westwood, MA 02090
o 781-441-3158
f 781-441-8765
Complaint: [redacted]
I am rejecting this response because: I have two confirmation emails with different confirmation numbers stating I made 2 seperate payments. Its not my problem their bilking services are flawed.
Sincerely,
R[redacted]
THE CUSTOMERS BILLING STATEMENT IS COMPRISED OF TWO (2) PARTS: DELIVERY CHARGES AND SUPPLIER CHARGES. A DELIVERY CHARGE IS THE PRICE FOR THE DISTRIBUTION, OR DELIVERY, OF ELECTRICITY FROM THE GENERATING STATION THROUGH THE DISTRIBUTION SYSTEM TO THE CUSTOMER. A SUPPLIER CHARGE IS THE PRICE FOR THE...
GENERATION OF ELECTRICITY. ALL RESIDENTIAL CUSTOMERS ARE CHARGED THE SAME DELIVERY CHARGE. CUSTOMERS HAVE THE OPTION OF CHOOSING A THIRD PARTY SUPPLIER.
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER RECEIVES A DELIVERY CHARGE FROM [redacted] AND A SUPPLIER CHARGE FROM A THIRD PARTY SUPPLIER. THE CUSTOMERS DECEMBER BILLING STATEMENT (NOVEMBER 24-DECEMBER 26) IN THE AMOUNT OF $211.15 IS SLIGHTLY HIGHER THEN PREVIOUS MONTHS DUE TO AN INCREASE IN USAGE (TYPICAL DURING WINTER MONTHS) AND AN INCREASE IN THE CUSTOMERS THIRD PARTY SUPPLIER RATE. [redacted] DID NOT CHANGE ITS RATE UNTIL JANUARY 1ST 2015. ANY INCREASE IN THE CUSTOMERS BILLING STATEMENT IS SOLELY ATTRIBUTABLE TO THE INCREASE IN USAGE AND THE INCREASE ON THE THIRD PARTY SUPPLIER RATE. ANY DISPUTE REGARDING THE THIRD PARTY SUPPLIER RATE INCREASE MUST BE ADDRESSED WITH THAT PARTICULAR SUPPLIER.
THE CUSTOMERS JANUARY STATEMENT (DECEMBER 26-JANUARY 28) IN THE AMOUNT OF $245.49 AGAIN REFLECTS HIGH USAGE ATTRIBUTABLE TO THE DECREASE IN WEATHER DEGREES. THE CUSTOMER ALSO HAS A THIRD PARTY SUPPLIER; THE CUSTOMER MAY CONTACT THE THIRD PARTY SUPPLIER TO DISCUSS RATES. [redacted] DID HAVE A SLIGHT INCREASE IN ITS DELIVERY CHARGE, HOWEVER, THIS IS STANDARD FOR ALL CUSTOMERS APPROVED BY THE PUBLIC UTILITIES REGULATORY AUTHORITY EFFECTIVE JANUARY 1ST 2015. INCREASE IN BILLING STATEMENTS AS A RESULT OF THE INCREASED DELIVERY CHARGE CANNOT BE REFUNDED.
THE CUSTOMER MAY CONTACT CUSTOMER SERVICE AT [redacted] SHOULD SHE HAVE ADDITIONAL QUESTIONS OR CONCERNS.
Complaint[redacted]
I am rejecting this response because: it's not the way I wanted it to work it's what the program paid!! Like I said the notes should go back to March 22 or 23 stating what it was for! It paid the 195$ to start program and 3 payments Since I just started working eversource can't just do what they want with the money when it was meant for something else
Sincerely,
[redacted]
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]
Complaint: [redacted]
I am rejecting this response because: Iso tells me they have nothing to do with it
Sincerely,
[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.
A review of the account shows the customer was disconnected in error. The customer was contacted today to inform their service will be reconnected this evening.
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]
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:The original 2014 rate was at .088440 per kwh. [redacted]'s (Eversource) communication and agreement was that rate would go up one third putting the rate at .117625 per kwh. Instead, the rate went up to .142280 per kwh in January of 2015 thereby dishonoring the communicated amount. I would like my outstanding bill to be adjusted to the agreed upon rate of .117625 per kwh which I will be happy to pay. I would like this agreement to be put in writing reflecting this agreed rate.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was not aware that we paid the wrong account until May 24, in which time I called to resolve the issue and pay the correct amount. I thought my house not having hot water was due to a hot water heater that was having issues. I had a repairman come to my house only to learn the gas was shut off. The company did NOT solve the issue within a reasonable time. They made me wait 6 days before sending someone out to my house. They have men on call 24 hours a day and could have sent someone out sooner than 6 days. I also feel I should be waived the deposit fee and reconnection fee in good faith for the record of my payment actually being paid. The company should make a distinction in the Electric and Gas company statements. I know for a fact this has happened to other customers as well.
Sincerely,
Kathleen Genovese
Complaint: [redacted]I am rejecting this response because: If that allows Eversource executives to sleep better at night. Good for them. Burying something on a website doesn't justify what they are doing. It's still very shady business practice and appears to be a way to penalize customers for seeking out competitors with better rates. Eversource just took a 30% rate increase which prompted me to shop around for other Electricity providers. Now they come back and up my rate another 48% retroactive no less and claim it's ok because they have something posted on their website. I hope this gets some local news media, [redacted] and state government attention for the bad business practice that it represents. You should be ashamed!Sincerely,[redacted]
A review of the account, the customer was given the first available date for the meter exchange. If the customer cannot keep the appointment the customer should contact the company to schedule a time when he is available.
The customer was billed to the meter reads which was actual usage received from the meter. There is no charge to change to the meter. There will be no adjustments or credits to this account. A payment arrangement has been added to the account as requested.
A review of the account shows the customer is on a payment agreement for $165/month (due on the 8th of every month) until October 2016. The customer is going to receive monthly billing statements to reflect the customer’s actual monthly charges including the customer’s up to date balance however...
because the customer is on the payment agreement the customer will continue to pay the $165/monthly instead of the “total amount due” that reflects on the billing statement.
Dear Revdex.com:
Eversource’s technician examined the meter and found it to be operating exactly as it should. There is no indication of error in reading or billing the account. The bills represent only electricity which registered on the meter and was used on the premises. The Massachusetts Department of Public Utilities ordered the meter to be tested by the state and the meter tested correctly.
If the customer still considers the bill to be inaccurate, they have the right to appeal to the Massachusetts Department of Public Utilities.
Write: Massachusetts Department of Public Utilities
...⇄ Consumer Division
...⇄ One South Station
...⇄ Boston, MA 02110
Call: ###-###-#### or [redacted]
Sincerely,
Mary Ellen Molloy
Regulatory Relations Specialist
###-###-####
A review of the account shows the termination notice was sent to the customer on April 8, 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 04/27/2016.
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.
As of today, 05/02/2016, the total balance is $6,781.07. In order for the electricity to be reconnected we would need the past due amount of $6,485.37 plus a security deposit of $390.00, totaling $6,875.37. Once payment is made, a reconnection will be issued for the next business day of which a reconnection charge will also be assessed and applied to the account.
Complaint: [redacted]
I am rejecting this response because: Eversource's verbal arrangement made with me was different than the written. In my verbal agreement with one [redacted] at extention [redacted], I was going to get $200 taken off my 400 bill and I would pay $165 a month until my $400 bill was paid off. He said he would have my re connection fee waived if I agreed, and so I did. It took an additional 10 days for the written arrangement to come. I had to call twice before it was finally received and it was very different from the one [redacted] and I had made. Please find attached the written agreement. I call them back and canceled whatever their arrangement was and have since paid $375 on the $400 bill I thought I owed. IIn the 20 years I had [redacted], I have never, ever written you about a bill dispute, NEVER!!!! I made arrangements with [redacted] all the time. Whatever was discussed on the phone, was exactly what I received in the mail. Only once was my gas disconnected and it was when I was going through a divorce 9 years ago. It has never been disconnected since. I have never had to get energy assistance and Eversource reps keep telling me I need to go and get one, hence the hike of my gas bill. I think they are scammers and I want [redacted] back!!!
Sincerely,
[redacted]
We were unable to locate any calls during the specified time frames of 04/15/2017 to 05/15/2017. The calls came in after service was disconnected
Dear Revdex.com:
Please express my apology to [redacted] for not getting receiving a return call. Usually, when a customer asks to speak to a supervisor the call is escalated to a senior representative and then a supervisor if the issue cannot be remedied. It is uncertain as to why the...
chain of response was not employed on the occasions that she called after receiving the April 13, 2016 letter. The April 13, 2016 letter explained the origin of the original $40.00 credit applied to the account.
There was a follow up letter dated May 3, 2016 explaining an additional credit to the account resulting in a credit balance of $352.07.
Thank you for allowing the opportunity to provide an explanation.
Very truly yours,
Mary Ellen M[redacted]
Regulatory Relations Specialist
Eversource
247 Station Drive, SUMSW380
Westwood, MA 02090
o 781-441-3158
f 781-441-8765
Complaint: [redacted]
I am rejecting this response because: I have two confirmation emails with different confirmation numbers stating I made 2 seperate payments. Its not my problem their bilking services are flawed.
Sincerely,
R[redacted]
THE CUSTOMERS BILLING STATEMENT IS COMPRISED OF TWO (2) PARTS: DELIVERY CHARGES AND SUPPLIER CHARGES. A DELIVERY CHARGE IS THE PRICE FOR THE DISTRIBUTION, OR DELIVERY, OF ELECTRICITY FROM THE GENERATING STATION THROUGH THE DISTRIBUTION SYSTEM TO THE CUSTOMER. A SUPPLIER CHARGE IS THE PRICE FOR THE...
GENERATION OF ELECTRICITY. ALL RESIDENTIAL CUSTOMERS ARE CHARGED THE SAME DELIVERY CHARGE. CUSTOMERS HAVE THE OPTION OF CHOOSING A THIRD PARTY SUPPLIER.
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER RECEIVES A DELIVERY CHARGE FROM [redacted] AND A SUPPLIER CHARGE FROM A THIRD PARTY SUPPLIER. THE CUSTOMERS DECEMBER BILLING STATEMENT (NOVEMBER 24-DECEMBER 26) IN THE AMOUNT OF $211.15 IS SLIGHTLY HIGHER THEN PREVIOUS MONTHS DUE TO AN INCREASE IN USAGE (TYPICAL DURING WINTER MONTHS) AND AN INCREASE IN THE CUSTOMERS THIRD PARTY SUPPLIER RATE. [redacted] DID NOT CHANGE ITS RATE UNTIL JANUARY 1ST 2015. ANY INCREASE IN THE CUSTOMERS BILLING STATEMENT IS SOLELY ATTRIBUTABLE TO THE INCREASE IN USAGE AND THE INCREASE ON THE THIRD PARTY SUPPLIER RATE. ANY DISPUTE REGARDING THE THIRD PARTY SUPPLIER RATE INCREASE MUST BE ADDRESSED WITH THAT PARTICULAR SUPPLIER.
THE CUSTOMERS JANUARY STATEMENT (DECEMBER 26-JANUARY 28) IN THE AMOUNT OF $245.49 AGAIN REFLECTS HIGH USAGE ATTRIBUTABLE TO THE DECREASE IN WEATHER DEGREES. THE CUSTOMER ALSO HAS A THIRD PARTY SUPPLIER; THE CUSTOMER MAY CONTACT THE THIRD PARTY SUPPLIER TO DISCUSS RATES. [redacted] DID HAVE A SLIGHT INCREASE IN ITS DELIVERY CHARGE, HOWEVER, THIS IS STANDARD FOR ALL CUSTOMERS APPROVED BY THE PUBLIC UTILITIES REGULATORY AUTHORITY EFFECTIVE JANUARY 1ST 2015. INCREASE IN BILLING STATEMENTS AS A RESULT OF THE INCREASED DELIVERY CHARGE CANNOT BE REFUNDED.
THE CUSTOMER MAY CONTACT CUSTOMER SERVICE AT [redacted] SHOULD SHE HAVE ADDITIONAL QUESTIONS OR CONCERNS.
Complaint[redacted]
I am rejecting this response because: it's not the way I wanted it to work it's what the program paid!! Like I said the notes should go back to March 22 or 23 stating what it was for! It paid the 195$ to start program and 3 payments Since I just started working eversource can't just do what they want with the money when it was meant for something else
Sincerely,
[redacted]