AFTER REVIEW OF THE ACCOUNT THE CUSTOMERS MOST CURRENT BILLING STATEMENT IS COMPRISED OF BOTH HIS JANUARY AND FEBRUARY BILLING STATEMENTS, THE TOTAL BALANCE ON THE ACCOUNT IS NOT REFLECTIVE OF ONE (1) MONTH BUT RATHER TWO (2). WHEN REVIEWING THE CUSTOMERS USAGE FOR THE JANUARY 2015 AND FEBRUARY...
2015 MONTHS THERE HAS BEEN A SLIGHT INCREASE IN ENERGY CONSUMPTION IN COMPARISON TO THE SAME TIME FRAME LAST YEAR. THIS IS ATTRIBUTABLE TO COLDER DEGREE DAYS AND AN INCREASED GENERATION RATE THAT WENT INTO EFFECT JANUARY 1, 2015, THIS WAS APPROVED BY THE PUBLIC UTILITIES REGULATORY AUTHORITY.
TO HELP COMBAT HIGH WINTER BILLS CUSTOMERS DO HAVE THE OPTION OF CHOOSING A THIRD PARTY SUPPLIER THAT OFFERS A DIFFERENT GENERATION RATE. MORE INFORMATION REGARDING THIRD PARTY SUPPLIERS CAN BE LOCATED AT [redacted]. CUSTOMERS CAN ALSO REQUEST TO SPEAK WITH A HIGH BILL SPECIALIST AT [redacted] TO DISCUSS HIGH BILL CONCERNS IN MORE DETAIL.
I contacted this company with a question on June 22, 2015 it is now June 24, 2015 and I have talked with at least 6-10 different customer service agents from this company. One of the last ones called me stipulating that she was calling because the company dialed my number but she was unaware of why she was calling and that she needed my account number to determine why we were talking. Secondly I asked to speak with a supervisor on June 22, and today June 24th, 2015. I have yet to speak with a customer srevice supervisor, however one did call me and she was so unprofessional that she deliberately did not leave a name or contact information to return her call. Lastly every customer service person reiterated notes that they saw in the system from the last person I spoke with which had absolutely nothing to do with the reason why I initiated the phone call to begin with on June 22, 2015.
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.
Complaint: [redacted]
I am rejecting this response because I never changed to [redacted], have never heard of [redacted] and have no contact information for [redacted]. In addition, I requested that my supplier change to [redacted]/Eversource December 23, 2014 - and this is clearly documented and confirmed by Eversource below in a chain of emails. As soon as I identified the problem with my billing on January 16, I contacted [redacted]/Eversource (see email to [redacted] below from Jan 30) to have them rectify the issue. At that time, what [redacted] told me was that they had billing problems. They had computer problems. They did not know how to remedy these problems. They did not know how the change occurred and they did not know how to implement the 12/23/14 change to [redacted]. Nonetheless I was consistent at that time that from December 23 that I only wanted [redacted] to be my supplier. [redacted] sends the bills not [redacted] so they are in the best position to remedy. I do not have any contact or relationship with [redacted]. As my correspondence below notes, I was prompt in my objection to the bill and this change and [redacted] at that time admitted that they had billing and computer problems. The bill is sent by [redacted]. I would be happy to net out the portion of the bills that reflect amounts that are claimed to be owing to [redacted] and [redacted] can take it up with [redacted], but because [redacted] does collections for [redacted] I am not contacting them. I do not know how to contact them and I have never contacted them before. I have no legal relationship with them whatsoever. [redacted] should work it out with [redacted]/Eversource has been unable to resolve this billing issue on the phone, by email and by regular mail. [redacted]/Eversource has been unable to:
1. Timely change my supplier to [redacted] in December 2014 despite email correspondence confirming the change. They were unable to reflect this in the bills and service orders that followed.
2. They continue to say that my account was changed to [redacted] in December, but as you can see below, my provider was changed to [redacted], not [redacted] -- but for some unknown reason, [redacted] changed my supplier (after it had already been changed to them) to [redacted]. This was not done by me. Why would I change the supplier to [redacted] in early December, effective mid- January, and then call [redacted] and ask to change to [redacted] in December, and expect that it be changed to [redacted] in mid January only two weeks later. That is what happened. Why would I do this?
3. Explain how or why [redacted] was listed as a supplier on January bill. Especially since every correspondence sent by me to [redacted]/Eversource noted that I only wanted them to switch my supplier from whomever I had in 2014 to [redacted]. Why [redacted] was unable to get this done is unclear.
Please see my emails below re: [redacted] and re: my December request to make [redacted] my sole supplier. Please note that they keep referring to a [redacted] service request 12/18/2014, but my service was changed to [redacted] on December 23, 2014 and confirmed by [redacted].
I also want to report that I have started to receive shutoff notices from Eversource Credit and Collection Dept. This must stop immediately. I am actively disputing my billing and consider this to be harassment. Additionally, it just continued demonstration of Eversource's inability to manage its internal affairs and communications. If I receive any further harassing communications, in addition to the Revdex.com I will be contact the appropriate state utility authorities and my state representatives.
Sincerely,
[redacted]
EMAIL FROM [redacted] CONFIRMING [redacted] (NOT [redacted]) AS SUPPLIER FROM DECEMBER 23, 2014 GOING FORWARD - please note the date of this email confirming that [redacted]/Eversource is my supplier:
[redacted]
12/23/14
to me
Hello Ms. [redacted], I submitted the request for you to be billed up to today on your current supplier with those readings. Once the bill issues out we will be able to drop your supplier and bring you back to standard service with [redacted]. Any further questions please feel free to contact us. Thank you and have a great day. Sincerely, [redacted] Customer Care Team [redacted]
EMAIL FROM [redacted] regarding [redacted]
Feb 25
to me
Mr. [redacted]We apologize for any confusion regarding your bill. Per our conversation on 1/28/15 our billing department rebilled and corrected the 1/15/15 statement to reflect the change back to Standard Service Generation. On 12/18/14 we received a request from [redacted] through an inbound enrollment requesting a transfer over per customer request. This enrollment request was to take effect after the 1/15/15 billing cycle. When billing was corrected, per the enrollment request we received from the supplier, the account was then enrolled onto [redacted] from 1/15/15 going forward. If you wanted to end enrollment with the supplier you may first want to check with them to make sure there are no early termination charges depending on the contract enrolled with them. You can always continue to visit [redacted] to compare alternate supplier options.
Comparing your sales and purchases from last year, this does seem pretty consistent for this time frame. The purchases on the account were lower this year than last year and your sales are also lower this year compared to last year for the same time frame. Were you able to check your inverter readings for your total generation for the same time frame? With the type of weather we’ve been experiencing this fall going into winter there has been a decrease in generation for a lot of customers. Especially with the temperatures running so much lower and colder this year compared to previous years your motor driven appliances will be running more. Not only did the supplier change cause the bill amount to be higher than last year but there are other portions of the bill that had slight increases as well compared to last year that can attribute to this.
We hope this explanation was useful. If you have any other questions please feel free to contact our Customer Care Team at[redacted] Monday through Friday between 8 a.m. and 4:30 p.m.. Thank you and have a good day.
Sincerely,
EversourceCustomer Care Team[redacted]
Feb email from me to [redacted] summarizing January 30 call with [redacted] regarding the unexplained appearance of [redacted] on my [redacted]/Eversource bill:
[redacted]
Feb 22
to CustomerCareRe.
Hi -My billing remains incorrect and consistent with the call that we had on January 30th, I will not be paying any more bills until it is corrected. I have spent hours upon hours on this issue and it is still not resolved. I can't spend any more time on it. If you take any credit action against me, I will save this correspondence and all other correspondence that I have had with [redacted] or Eversource, including records of our telephone conversations -- I will send them to my state and federal representatives as well as the Revdex.com.
As a recap - I changed my [redacted] supplier in December via emails with [redacted]. I changed my supplier from a third party to [redacted]. I took all steps that [redacted] asked me to take including sending to you via email the numbers on both sides of my net meter.
[redacted] changed my supplier but was unable to change my billing. As a result, I was overbilled by at least $150 for the next billing period.
I called [redacted] and after being on hold and transferred several times, I was told that there was a "computer problem" at [redacted] and that unfortunately they could not rectify my bill, but they were aware of the issue and that it would be corrected. I told [redacted] rep that I would not pay any bill until the information on the bill reflected the supply change from December and the current [redacted] rates.
I received an email from [redacted] that said that the situation had been corrected (Jan 30) and that I would receive a corrected bill.
I received a corrected bill reflecting a credit and the change to [redacted] as supplier.
Today (2/21) I received a new bill from Eversource ([redacted]'s new name) for $491.39. Deducted from this amount was my credit from my last bill of $150.69. The supplier is listed as "[redacted]" which is not [redacted] or Eversource. I did not change my supplier from [redacted] -- and the rates are different with this supplier than [redacted]. I am not sure why I am being billed for supply from [redacted] that I did not order.
In addition, my [redacted] usage is noted as 67kWh/day during this billing period. This is despite the fact that the house has been vacant for approximately 25% of the month, and equaling my usage during the same period in 2014 when the house was occupied the entire time. It is crazy that my bill for one month in February, with no air conditioning usage, would be $491 WITH solar panels installed! Something is wrong with your metering, your billing system and how in the world do you now have [redacted] as my supplier???
Please correct, provide support or credits -- and I look forward to leaving your grid as soon as I can. It is not possible that my bill could be this high in the middle of the winter when no one is home.
Sincerely,
[redacted]
The deposit of $425 refund check will be expedited however Eversource is unable to credit the funds to the customer’s credit card therefore the refund will be submitted via check. The check will be mailed in 5...
The customer’s account is under review and their concerns have been referred to our credit and collection department. At the customer’s request a supervisor will contact the...
customer today (06/05/2015) for further discussion. Please accept our apologies for the unsatisfactory experience you had with our company.
After a review of the customer’s account, our company has only received and processed one money order for $300 that applied to the customer’s account on 06/17/15. The additional money order with the tracking number...
of [redacted] has not been presented for payment at this time therefore we are unable to determine what may have occurred. The customer will need to request a refund from [redacted] by printing and completing the “money order customer request form” found on the [redacted] website including a copy of the receipt. The [redacted] location of which the customer purchased the money order from can process a cash payment from the customer to pay her electric bill for a fee of $1.50 instead of resending another money order if the customer chooses. We apologize for any inconvenience this may have caused you. The customer’s account will be credited $25 to go towards the customer’s account balance which will cover the cost associated with requesting the refund thru [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. I
In 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]
Based on a review of the customer’s account, the customer enrolled with Constellation Energy on 03/11/15 as the generation service provider. Eversource does not offer any rewards or incentives to customers who...
choose a competitive third party supplier. For further assistance, please call Constellation Energy at ([redacted] to discuss any incentives or rewards that may have been offered to you.
We have no record of any problems which would have affected your location on or about December...
4, 2016. What you may have experienced was a momentary outage. Momentary outages can occur without Eversource receiving notice of it.
Momentary outages occur when a transient condition causes a short circuit (e.g. weather, tree limbs, animals, motor vehicle strikes). Power is interrupted by an automatic protective device for short duration timed sequences in order to protect the electrical distribution system from damage. Power is returned at normal operating voltages once the condition has cleared itself.
Eversource regrets your loss but the service we deliver is, by its very nature, subject to forces and conditions beyond our control. No utility company can guarantee constant voltage or uninterrupted service nor accept liability for damages to the property of its customers unless negligence is involved. There is no evidence that such was involved in this case. Therefore, we must respectfully deny your request for reimbursement.
A review of the customer’s account shows on 07/27/15, the customer processed a payment of $100 with our representative for the electric service account and was informed the Matching Payment Program would be...
reinstated. We regret to inform you that the customer was misinformed as the customer’s electric service account is not eligible for the Matching Payment Program. As a result, the New Start Program was offered to the customer for $85 a month with an additional $725 down payment. We apologize for any inconvenience this may have caused.
Due to the oversight by our representative, the customer’s account has been reinstated in the New Start program for $85 a month with no additional down payment and is protected from disconnection.
A review of the account shows termination notices were sent to the customer on 06/26/15 and 07/17/15 for a disconnection date of 07/24/15 for the amount of the customer’s delinquent...
balance of $235.63. When the customer attempted to process a payment on 07/26/15 the termination was already pending on the customer’s account therefore the customer was unable to pay by phone or on the website and was directed to call our Credit and Collection center today, 07/27/15 to process payment. We apologize for any inconvenience this may have caused you.
The termination notices are computer generated and are not based on business days. The 1st disconnect notice reflects a disconnect date that is 28 days from the mailing date. The 72-Hour Notice (Final Appeal) are sent 21 days after the first disconnect notice is sent and will have a disconnect date of 7 days from the 72-Hour Notice mailing date.
How rude this company is I ask to be removed from their call list and they said no. why deal with a company that does not respect privacy. I would never use their service in a million years. I hope your company fails.
Dear Revdex.com:
Thank you for allowing the opportunity to address the concerns of [redacted] regarding electric service delivered to [redacted]. A review of the account shows that the customer has been billed...
solely for her usage, the payments applied only to her account and the balance is correct.
Additionally, Ms. [redacted] is contesting that she did not sign up with an alternate supplier for the generation portion of her bill. The alternate supplier was [redacted]. Records indicate that she had Liberty Power as an alternate supplier starting on December 17, 2014 through April 16, 2015. The total charges were $354.11. If the account did not have an alternate supplier for generation, the generation would have been billed a default fixed rate through Eversource for this period.
When a payment is received it is applied to the oldest outstanding debt. The account is seriously in arrears as the last payment received was September 15, 2015, so when a payment is received, a portion of a payment would be applied to the $354.11 alternate supplier debt. Currently, the balance owed to the alternate supplier is $100.71 and $1,727.24 to Eversource. The customer has been advised to participate in the arrearage forgiveness program.
If I can be of additional assistance, please contact me at 7[redacted]
Very truly yours,
[redacted]
Regulatory Relations Specialist
Eversource
2[redacted]
W[redacted]
[redacted]
[redacted]
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER HAS BEEN REINSTATED ON TO THE [redacted] PROGRAM WITH AN ESTIMATED MONTHLY BUDGET AMOUNT OF $225. THIS IS AN ESTIMATE BASED ON USAGE. SHOULD THE CUSTOMERS USAGE INCREASE...
OR DECREASE THE CUSTOMERS BUDGET MAY INCREASE OR DECREASE AS WELL. THE CUSTOMER WILL RECEIVE A WELCOME LETTER VIA US MAIL. THE CUSTOMERS BUDGET AMOUNT AND DUE DATE WILL BE LOCATED ON THE MONTHLY STATEMENT BEGINNING WITH THE JANUARY STATEMENT. THE CUSTOMER MAY CONTACT CREDIT AND COLLECTIONS AT ###-###-#### FOR ADDITIONAL QUESTIONS OR CONCERNS.
Complaint: [redacted]
I am rejecting this response because: 1
At the time of the first payment plan, I was told by Mr. Michael B[redacted] that there would be no further charges once I paid the money owed to Eversource. Mr. B[redacted] already explained to me about the failure of the company to make the correct projections in regard to the second payment, but I don't see how that is my fault...and by my fault I mean that I should pay for their inability to project how much money I should have paid back initially. Furthermore, what is stopping Eversource from now telling me once I pay this next round of overdue payments that there will not be yet another "Ooops we didn't project how much energy you would use and now you owe another $400 or $500 in back payments." Both of these payments errors were due to Eversource's lack of scrutiny on their part...incorrect meter readings and then incorrect usage projections. Fair is fair. I paid what I was told to pay. Any additional money that they lost should come out of their pocket. Maybe next time they will pay better attention to who is reading the meters and who is making those projections. It seems somebody is not doing their job.
[redacted]
After reviewing the customer’s account, the customer was enrolled on a payment arrangement on 04/17/15, agreeing to pay $315 on 05/18 and...
06/18 however, the 05/18 payment defaulted. As a result, the customer was sent a disconnection notice on 06/04/15 with a termination date of 06/18/15 unless the full delinquent balance was paid. There is no record on the customer’s account of any return mail from the post office.
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.
The reconnection fee of $100.96 was assessed to the customer’s account of which the customer agreed to, to have their service restored the same business day vs. our normal procedure of next business day, therefore we are unable to remove the fee.
AFTER REVIEW OF THE SITUATION, AN EVERSOURCE ARBORIST DETERMINED THAT THE TREES ON MR. [redacted] PROPERTY WERE IN CONTACT WITH THE POWER LINES POSING A RISK TO ELECTRIC RELIABILITY AND PUBLIC SAFETY. TREE OWNER CONSENT FOR PRUNING AND REMOVAL IS NOT NEEDED WHEN TREES OR BRUSH ARE IN DIRECT...
CONTACT WITH THE POWER LINES. THE CLEARING THAT HAS BEEN DONE TO DATE, WAS ON [redacted] DOT PROPERTY WHICH WE HAD PERMISSION FOR.
AS THERE ARE SOME TREES LOCATED ON STATE DOT PROPERTY NEAR THE CUSTOMER'S DRIVEWAY THAT ARE IN CONTACT WITH THE POWER LINES, WE WILL REVIEW THE WORK WITH THE DOT LANDSCAPE DESIGNER BEFORE PROCEEDING. AS A GESTURE OF GOOD WILL, WE ARE WILLING TO PLANT A FEW LOW GROWING SHRUBS THAT ARE COMPATIBLE WITH THE POWER LINES.
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,
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.
AFTER REVIEW OF THE ACCOUNT THE CUSTOMERS MOST CURRENT BILLING STATEMENT IS COMPRISED OF BOTH HIS JANUARY AND FEBRUARY BILLING STATEMENTS, THE TOTAL BALANCE ON THE ACCOUNT IS NOT REFLECTIVE OF ONE (1) MONTH BUT RATHER TWO (2). WHEN REVIEWING THE CUSTOMERS USAGE FOR THE JANUARY 2015 AND FEBRUARY...
2015 MONTHS THERE HAS BEEN A SLIGHT INCREASE IN ENERGY CONSUMPTION IN COMPARISON TO THE SAME TIME FRAME LAST YEAR. THIS IS ATTRIBUTABLE TO COLDER DEGREE DAYS AND AN INCREASED GENERATION RATE THAT WENT INTO EFFECT JANUARY 1, 2015, THIS WAS APPROVED BY THE PUBLIC UTILITIES REGULATORY AUTHORITY.
TO HELP COMBAT HIGH WINTER BILLS CUSTOMERS DO HAVE THE OPTION OF CHOOSING A THIRD PARTY SUPPLIER THAT OFFERS A DIFFERENT GENERATION RATE. MORE INFORMATION REGARDING THIRD PARTY SUPPLIERS CAN BE LOCATED AT [redacted]. CUSTOMERS CAN ALSO REQUEST TO SPEAK WITH A HIGH BILL SPECIALIST AT [redacted] TO DISCUSS HIGH BILL CONCERNS IN MORE DETAIL.
I contacted this company with a question on June 22, 2015 it is now June 24, 2015 and I have talked with at least 6-10 different customer service agents from this company. One of the last ones called me stipulating that she was calling because the company dialed my number but she was unaware of why she was calling and that she needed my account number to determine why we were talking. Secondly I asked to speak with a supervisor on June 22, and today June 24th, 2015. I have yet to speak with a customer srevice supervisor, however one did call me and she was so unprofessional that she deliberately did not leave a name or contact information to return her call. Lastly every customer service person reiterated notes that they saw in the system from the last person I spoke with which had absolutely nothing to do with the reason why I initiated the phone call to begin with on June 22, 2015.
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.
Complaint: [redacted]
I am rejecting this response because I never changed to [redacted], have never heard of [redacted] and have no contact information for [redacted]. In addition, I requested that my supplier change to [redacted]/Eversource December 23, 2014 - and this is clearly documented and confirmed by Eversource below in a chain of emails. As soon as I identified the problem with my billing on January 16, I contacted [redacted]/Eversource (see email to [redacted] below from Jan 30) to have them rectify the issue. At that time, what [redacted] told me was that they had billing problems. They had computer problems. They did not know how to remedy these problems. They did not know how the change occurred and they did not know how to implement the 12/23/14 change to [redacted]. Nonetheless I was consistent at that time that from December 23 that I only wanted [redacted] to be my supplier. [redacted] sends the bills not [redacted] so they are in the best position to remedy. I do not have any contact or relationship with [redacted]. As my correspondence below notes, I was prompt in my objection to the bill and this change and [redacted] at that time admitted that they had billing and computer problems. The bill is sent by [redacted]. I would be happy to net out the portion of the bills that reflect amounts that are claimed to be owing to [redacted] and [redacted] can take it up with [redacted], but because [redacted] does collections for [redacted] I am not contacting them. I do not know how to contact them and I have never contacted them before. I have no legal relationship with them whatsoever. [redacted] should work it out with [redacted]/Eversource has been unable to resolve this billing issue on the phone, by email and by regular mail. [redacted]/Eversource has been unable to:
1. Timely change my supplier to [redacted] in December 2014 despite email correspondence confirming the change. They were unable to reflect this in the bills and service orders that followed.
2. They continue to say that my account was changed to [redacted] in December, but as you can see below, my provider was changed to [redacted], not [redacted] -- but for some unknown reason, [redacted] changed my supplier (after it had already been changed to them) to [redacted]. This was not done by me. Why would I change the supplier to [redacted] in early December, effective mid- January, and then call [redacted] and ask to change to [redacted] in December, and expect that it be changed to [redacted] in mid January only two weeks later. That is what happened. Why would I do this?
3. Explain how or why [redacted] was listed as a supplier on January bill. Especially since every correspondence sent by me to [redacted]/Eversource noted that I only wanted them to switch my supplier from whomever I had in 2014 to [redacted]. Why [redacted] was unable to get this done is unclear.
Please see my emails below re: [redacted] and re: my December request to make [redacted] my sole supplier. Please note that they keep referring to a [redacted] service request 12/18/2014, but my service was changed to [redacted] on December 23, 2014 and confirmed by [redacted].
I also want to report that I have started to receive shutoff notices from Eversource Credit and Collection Dept. This must stop immediately. I am actively disputing my billing and consider this to be harassment. Additionally, it just continued demonstration of Eversource's inability to manage its internal affairs and communications. If I receive any further harassing communications, in addition to the Revdex.com I will be contact the appropriate state utility authorities and my state representatives.
Sincerely,
[redacted]
EMAIL FROM [redacted] CONFIRMING [redacted] (NOT [redacted]) AS SUPPLIER FROM DECEMBER 23, 2014 GOING FORWARD - please note the date of this email confirming that [redacted]/Eversource is my supplier:
[redacted]
12/23/14
to me
Hello Ms. [redacted], I submitted the request for you to be billed up to today on your current supplier with those readings. Once the bill issues out we will be able to drop your supplier and bring you back to standard service with [redacted]. Any further questions please feel free to contact us. Thank you and have a great day. Sincerely, [redacted] Customer Care Team [redacted]
EMAIL FROM [redacted] regarding [redacted]
Feb 25
to me
Mr. [redacted]We apologize for any confusion regarding your bill. Per our conversation on 1/28/15 our billing department rebilled and corrected the 1/15/15 statement to reflect the change back to Standard Service Generation. On 12/18/14 we received a request from [redacted] through an inbound enrollment requesting a transfer over per customer request. This enrollment request was to take effect after the 1/15/15 billing cycle. When billing was corrected, per the enrollment request we received from the supplier, the account was then enrolled onto [redacted] from 1/15/15 going forward. If you wanted to end enrollment with the supplier you may first want to check with them to make sure there are no early termination charges depending on the contract enrolled with them. You can always continue to visit [redacted] to compare alternate supplier options.
Comparing your sales and purchases from last year, this does seem pretty consistent for this time frame. The purchases on the account were lower this year than last year and your sales are also lower this year compared to last year for the same time frame. Were you able to check your inverter readings for your total generation for the same time frame? With the type of weather we’ve been experiencing this fall going into winter there has been a decrease in generation for a lot of customers. Especially with the temperatures running so much lower and colder this year compared to previous years your motor driven appliances will be running more. Not only did the supplier change cause the bill amount to be higher than last year but there are other portions of the bill that had slight increases as well compared to last year that can attribute to this.
We hope this explanation was useful. If you have any other questions please feel free to contact our Customer Care Team at[redacted] Monday through Friday between 8 a.m. and 4:30 p.m.. Thank you and have a good day.
Sincerely,
EversourceCustomer Care Team[redacted]
Feb email from me to [redacted] summarizing January 30 call with [redacted] regarding the unexplained appearance of [redacted] on my [redacted]/Eversource bill:
[redacted]
Feb 22
to CustomerCareRe.
Hi -My billing remains incorrect and consistent with the call that we had on January 30th, I will not be paying any more bills until it is corrected. I have spent hours upon hours on this issue and it is still not resolved. I can't spend any more time on it. If you take any credit action against me, I will save this correspondence and all other correspondence that I have had with [redacted] or Eversource, including records of our telephone conversations -- I will send them to my state and federal representatives as well as the Revdex.com.
As a recap - I changed my [redacted] supplier in December via emails with [redacted]. I changed my supplier from a third party to [redacted]. I took all steps that [redacted] asked me to take including sending to you via email the numbers on both sides of my net meter.
[redacted] changed my supplier but was unable to change my billing. As a result, I was overbilled by at least $150 for the next billing period.
I called [redacted] and after being on hold and transferred several times, I was told that there was a "computer problem" at [redacted] and that unfortunately they could not rectify my bill, but they were aware of the issue and that it would be corrected. I told [redacted] rep that I would not pay any bill until the information on the bill reflected the supply change from December and the current [redacted] rates.
I received an email from [redacted] that said that the situation had been corrected (Jan 30) and that I would receive a corrected bill.
I received a corrected bill reflecting a credit and the change to [redacted] as supplier.
Today (2/21) I received a new bill from Eversource ([redacted]'s new name) for $491.39. Deducted from this amount was my credit from my last bill of $150.69. The supplier is listed as "[redacted]" which is not [redacted] or Eversource. I did not change my supplier from [redacted] -- and the rates are different with this supplier than [redacted]. I am not sure why I am being billed for supply from [redacted] that I did not order.
In addition, my [redacted] usage is noted as 67kWh/day during this billing period. This is despite the fact that the house has been vacant for approximately 25% of the month, and equaling my usage during the same period in 2014 when the house was occupied the entire time. It is crazy that my bill for one month in February, with no air conditioning usage, would be $491 WITH solar panels installed! Something is wrong with your metering, your billing system and how in the world do you now have [redacted] as my supplier???
Please correct, provide support or credits -- and I look forward to leaving your grid as soon as I can. It is not possible that my bill could be this high in the middle of the winter when no one is home.
Sincerely,
[redacted]
The deposit of $425 refund check will be expedited however Eversource is unable to credit the funds to the customer’s credit card therefore the refund will be submitted via check. The check will be mailed in 5...
business days (on 04/13/16).
The customer’s account is under review and their concerns have been referred to our credit and collection department. At the customer’s request a supervisor will contact the...
customer today (06/05/2015) for further discussion. Please accept our apologies for the unsatisfactory experience you had with our company.
After a review of the customer’s account, our company has only received and processed one money order for $300 that applied to the customer’s account on 06/17/15. The additional money order with the tracking number...
of [redacted] has not been presented for payment at this time therefore we are unable to determine what may have occurred. The customer will need to request a refund from [redacted] by printing and completing the “money order customer request form” found on the [redacted] website including a copy of the receipt. The [redacted] location of which the customer purchased the money order from can process a cash payment from the customer to pay her electric bill for a fee of $1.50 instead of resending another money order if the customer chooses. We apologize for any inconvenience this may have caused you. The customer’s account will be credited $25 to go towards the customer’s account balance which will cover the cost associated with requesting the refund thru [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. I
In 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]
Based on a review of the customer’s account, the customer enrolled with Constellation Energy on 03/11/15 as the generation service provider. Eversource does not offer any rewards or incentives to customers who...
choose a competitive third party supplier. For further assistance, please call Constellation Energy at ([redacted] to discuss any incentives or rewards that may have been offered to you.
We have no record of any problems which would have affected your location on or about December...
4, 2016. What you may have experienced was a momentary outage. Momentary outages can occur without Eversource receiving notice of it.
Momentary outages occur when a transient condition causes a short circuit (e.g. weather, tree limbs, animals, motor vehicle strikes). Power is interrupted by an automatic protective device for short duration timed sequences in order to protect the electrical distribution system from damage. Power is returned at normal operating voltages once the condition has cleared itself.
Eversource regrets your loss but the service we deliver is, by its very nature, subject to forces and conditions beyond our control. No utility company can guarantee constant voltage or uninterrupted service nor accept liability for damages to the property of its customers unless negligence is involved. There is no evidence that such was involved in this case. Therefore, we must respectfully deny your request for reimbursement.
A review of the customer’s account shows on 07/27/15, the customer processed a payment of $100 with our representative for the electric service account and was informed the Matching Payment Program would be...
reinstated. We regret to inform you that the customer was misinformed as the customer’s electric service account is not eligible for the Matching Payment Program. As a result, the New Start Program was offered to the customer for $85 a month with an additional $725 down payment. We apologize for any inconvenience this may have caused.
Due to the oversight by our representative, the customer’s account has been reinstated in the New Start program for $85 a month with no additional down payment and is protected from disconnection.
A review of the account shows termination notices were sent to the customer on 06/26/15 and 07/17/15 for a disconnection date of 07/24/15 for the amount of the customer’s delinquent...
balance of $235.63. When the customer attempted to process a payment on 07/26/15 the termination was already pending on the customer’s account therefore the customer was unable to pay by phone or on the website and was directed to call our Credit and Collection center today, 07/27/15 to process payment. We apologize for any inconvenience this may have caused you.
The termination notices are computer generated and are not based on business days. The 1st disconnect notice reflects a disconnect date that is 28 days from the mailing date. The 72-Hour Notice (Final Appeal) are sent 21 days after the first disconnect notice is sent and will have a disconnect date of 7 days from the 72-Hour Notice mailing date.
How rude this company is I ask to be removed from their call list and they said no. why deal with a company that does not respect privacy. I would never use their service in a million years. I hope your company fails.
Dear Revdex.com:
Thank you for allowing the opportunity to address the concerns of [redacted] regarding electric service delivered to [redacted]. A review of the account shows that the customer has been billed...
solely for her usage, the payments applied only to her account and the balance is correct.
Additionally, Ms. [redacted] is contesting that she did not sign up with an alternate supplier for the generation portion of her bill. The alternate supplier was [redacted]. Records indicate that she had Liberty Power as an alternate supplier starting on December 17, 2014 through April 16, 2015. The total charges were $354.11. If the account did not have an alternate supplier for generation, the generation would have been billed a default fixed rate through Eversource for this period.
When a payment is received it is applied to the oldest outstanding debt. The account is seriously in arrears as the last payment received was September 15, 2015, so when a payment is received, a portion of a payment would be applied to the $354.11 alternate supplier debt. Currently, the balance owed to the alternate supplier is $100.71 and $1,727.24 to Eversource. The customer has been advised to participate in the arrearage forgiveness program.
If I can be of additional assistance, please contact me at 7[redacted]
Very truly yours,
[redacted]
Regulatory Relations Specialist
Eversource
2[redacted]
W[redacted]
[redacted]
[redacted]
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER HAS BEEN REINSTATED ON TO THE [redacted] PROGRAM WITH AN ESTIMATED MONTHLY BUDGET AMOUNT OF $225. THIS IS AN ESTIMATE BASED ON USAGE. SHOULD THE CUSTOMERS USAGE INCREASE...
OR DECREASE THE CUSTOMERS BUDGET MAY INCREASE OR DECREASE AS WELL. THE CUSTOMER WILL RECEIVE A WELCOME LETTER VIA US MAIL. THE CUSTOMERS BUDGET AMOUNT AND DUE DATE WILL BE LOCATED ON THE MONTHLY STATEMENT BEGINNING WITH THE JANUARY STATEMENT. THE CUSTOMER MAY CONTACT CREDIT AND COLLECTIONS AT ###-###-#### FOR ADDITIONAL QUESTIONS OR CONCERNS.
Complaint: [redacted]
I am rejecting this response because: 1
At the time of the first payment plan, I was told by Mr. Michael B[redacted] that there would be no further charges once I paid the money owed to Eversource. Mr. B[redacted] already explained to me about the failure of the company to make the correct projections in regard to the second payment, but I don't see how that is my fault...and by my fault I mean that I should pay for their inability to project how much money I should have paid back initially. Furthermore, what is stopping Eversource from now telling me once I pay this next round of overdue payments that there will not be yet another "Ooops we didn't project how much energy you would use and now you owe another $400 or $500 in back payments." Both of these payments errors were due to Eversource's lack of scrutiny on their part...incorrect meter readings and then incorrect usage projections. Fair is fair. I paid what I was told to pay. Any additional money that they lost should come out of their pocket. Maybe next time they will pay better attention to who is reading the meters and who is making those projections. It seems somebody is not doing their job.
[redacted]
After reviewing the customer’s account, the customer was enrolled on a payment arrangement on 04/17/15, agreeing to pay $315 on 05/18 and...
06/18 however, the 05/18 payment defaulted. As a result, the customer was sent a disconnection notice on 06/04/15 with a termination date of 06/18/15 unless the full delinquent balance was paid. There is no record on the customer’s account of any return mail from the post office.
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.
The reconnection fee of $100.96 was assessed to the customer’s account of which the customer agreed to, to have their service restored the same business day vs. our normal procedure of next business day, therefore we are unable to remove the fee.
AFTER REVIEW OF THE SITUATION, AN EVERSOURCE ARBORIST DETERMINED THAT THE TREES ON MR. [redacted] PROPERTY WERE IN CONTACT WITH THE POWER LINES POSING A RISK TO ELECTRIC RELIABILITY AND PUBLIC SAFETY. TREE OWNER CONSENT FOR PRUNING AND REMOVAL IS NOT NEEDED WHEN TREES OR BRUSH ARE IN DIRECT...
CONTACT WITH THE POWER LINES. THE CLEARING THAT HAS BEEN DONE TO DATE, WAS ON [redacted] DOT PROPERTY WHICH WE HAD PERMISSION FOR.
AS THERE ARE SOME TREES LOCATED ON STATE DOT PROPERTY NEAR THE CUSTOMER'S DRIVEWAY THAT ARE IN CONTACT WITH THE POWER LINES, WE WILL REVIEW THE WORK WITH THE DOT LANDSCAPE DESIGNER BEFORE PROCEEDING. AS A GESTURE OF GOOD WILL, WE ARE WILLING TO PLANT A FEW LOW GROWING SHRUBS THAT ARE COMPATIBLE WITH THE POWER LINES.
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 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.