[redacted] changed their name to Eversource, February 2015.
The customer was enrolled in Budget Billing. Before her account was closed on 5/30/15 a payment was made on 5/8/15 for $132. Her account would have been paid current for her Budget Billing payment. Budget Billing is for...
customers to pay the same amount each month to offset higher bills during some months. At some point the customer will owe more than they are paying. The customer was originally paying $94 but on 3/24/15 that amount was increased to $131. There are settlement months for Budget Billing but it will also settle up if the account is closed. The account was closed on 5/30/15 and the actual billing was produced for $571.70.
The customer was enrolled in E-Bill and the final bill was sent to her email on 6/2/15. Once a final bill is more than 30 days past due it is sent to a collection agency for soft collections. After 60 days it is moved to collections and can affect the customer’s credit history. A billing and payment history was mailed to the customer per her request in 12/21/15 for her to review that shows actual bills and payments. This balance is still owed by the customer. The credit bureau reporting is accurate.
A review of the account shows a refund will be mailed to the customer for $593.58. The customer’s deposit of $795 was applied to the customer’s total balance of $210.35. The balance includes bill dates 08/22/16, 09/21/16 and the final bill 09/28/16 totaling the $210.35 therefore the customer will be...
receiving the difference of $584.65 plus $8.93 interest totaling $593.58. The refund check will be expedited at the customer’s request therefore the customer will receive the check within 5 to 7 business days.
WE SINCERELY APOLOGIZE FOR MR. [redacted] FEELING HARASSED BY THE ASPLUNDH AND EVERSOURCE REPRESENTATIVES WHO ATTEMPTED TO COMMUNICATE WITH HIM. THESE CONTACTS WERE MADE TO EXPLAIN CUSTOMER CONSENT IS NOT REQUIRED AND DISCUSS THE CUSTOMER'S PROPERTY BOUNDARIES BUT UNFORTUNATELY THEY WERE UNABLE TO DO SO
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.
Complaint: [redacted]
I am rejecting this response because: I have made several attempts to contact the company which I have records of on my phone and they were not willing to work with me to reduce the high monthly payment when I was deemed ineligible for assistance from my Community Agency.
In addition, if Yankee Gas are reconnecting my service on Monday, 10/27/2014, what time are they coming? Will they ring my doorbell? Or will they knock on my neighbor's door again?
Sincerely,
[redacted]
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.
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.
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
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, 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.
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]
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]
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]
Switching supplier does not protect your electric service. A deposit is requested based on the number of disconnect notices received in a 12 month period or disconnection of service. The customer met the requirements and ignored a deposit disconnect. Eversource is a regulated utility by...
Meters normally slow down or stop, if the customer feels that it is a faulty meter they need to order the meter test. A meter test cost is $20 and needs to be prepaid prior to the test with an application. If the meter is found to be faulty the $20 would be credited to their account or refunded. The customer can contact Customer Service at [redacted] to discuss a meter test. Eversource is not responsible for internal wiring or any potential issues internal.
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]
[redacted] changed their name to Eversource, February 2015.
The customer was enrolled in Budget Billing. Before her account was closed on 5/30/15 a payment was made on 5/8/15 for $132. Her account would have been paid current for her Budget Billing payment. Budget Billing is for...
customers to pay the same amount each month to offset higher bills during some months. At some point the customer will owe more than they are paying. The customer was originally paying $94 but on 3/24/15 that amount was increased to $131. There are settlement months for Budget Billing but it will also settle up if the account is closed. The account was closed on 5/30/15 and the actual billing was produced for $571.70.
The customer was enrolled in E-Bill and the final bill was sent to her email on 6/2/15. Once a final bill is more than 30 days past due it is sent to a collection agency for soft collections. After 60 days it is moved to collections and can affect the customer’s credit history. A billing and payment history was mailed to the customer per her request in 12/21/15 for her to review that shows actual bills and payments. This balance is still owed by the customer. The credit bureau reporting is accurate.
A review of the account shows a refund will be mailed to the customer for $593.58. The customer’s deposit of $795 was applied to the customer’s total balance of $210.35. The balance includes bill dates 08/22/16, 09/21/16 and the final bill 09/28/16 totaling the $210.35 therefore the customer will be...
receiving the difference of $584.65 plus $8.93 interest totaling $593.58. The refund check will be expedited at the customer’s request therefore the customer will receive the check within 5 to 7 business days.
WE SINCERELY APOLOGIZE FOR MR. [redacted] FEELING HARASSED BY THE ASPLUNDH AND EVERSOURCE REPRESENTATIVES WHO ATTEMPTED TO COMMUNICATE WITH HIM. THESE CONTACTS WERE MADE TO EXPLAIN CUSTOMER CONSENT IS NOT REQUIRED AND DISCUSS THE CUSTOMER'S PROPERTY BOUNDARIES BUT UNFORTUNATELY THEY WERE UNABLE TO DO SO
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.
Complaint: [redacted]
I am rejecting this response because: Iso tells me they have nothing to do with it
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have made several attempts to contact the company which I have records of on my phone and they were not willing to work with me to reduce the high monthly payment when I was deemed ineligible for assistance from my Community Agency.
In addition, if Yankee Gas are reconnecting my service on Monday, 10/27/2014, what time are they coming? Will they ring my doorbell? Or will they knock on my neighbor's door again?
Sincerely,
[redacted]
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.
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.
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
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, 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.
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]
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]
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]
Switching supplier does not protect your electric service. A deposit is requested based on the number of disconnect notices received in a 12 month period or disconnection of service. The customer met the requirements and ignored a deposit disconnect. Eversource is a regulated utility by...
the NH Public Utilities Commission.
Meters normally slow down or stop, if the customer feels that it is a faulty meter they need to order the meter test. A meter test cost is $20 and needs to be prepaid prior to the test with an application. If the meter is found to be faulty the $20 would be credited to their account or refunded. The customer can contact Customer Service at [redacted] to discuss a meter test. Eversource is not responsible for internal wiring or any potential issues internal.
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]