A review of the account shows the billing statements dated 01/15/16 and 02/02/16 were based on actual meter readings off the gas meter. Based on the information from the customer, the heat and hot water were not...
working properly during the above time frame. The malfunctioning of appliances is considered an internal issue that needs to be discussed with the customer’s landlord as Eversource is not responsible for any equipment beyond our meter.
In regards to the customer’s electric bill the customers balance is $171.05 of which $45.45 was usage from 01/05/16-01/15/16 and $125.60 (from 01/15/16-02/12/16). The charge of $45.45 was a corrected bill as the 1st bill the customer received on 01/15/16 was for $118.15 (which was based on an estimated reading). The total charges of $171.05 are based on actual readings.
The worst account registration and web payment process I have ever experienced. I spend over 1 hour trying to create an account. Then I called the automated system and it kept on kicking me out. What a pitiful company.
Thank you for taking the time to express your concerns. In the event a customer's service is turned off for non-payment, we require the customer to pay a security deposit to have their service restored....
It is to offset a potential loss should the customer leave an outstanding bill.
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 a courtesy the $230 deposit will be waived. In addition, a reconnection order is scheduled for today.
We apologize if the customer received anything less than adequate service. It’s always disappointing to us when we have not provided superior service to all of our customers. Thank you again for taking the time to express your concerns.
A review of the account shows the termination notice was sent to the customer on June 24, 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 07/13/2016.
In the event a customer's service is turned off for non-payment, we require the customer to pay a security deposit 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.
We apologize for any inconvenience this caused the customer. Due to the security deposit of $535.00 being paid on 02/12/2016 we have waived the reconnection fee of $42.00.
yes">
Complaint: [redacted]
I am rejecting this response because:
Eversource has only restated the facts already
established and failed to respond to the actual complaint which is:
1) The date on bill indicated that the balance was
due by the 24th of the month
2) The due date on the shutoff notice was the 16th
of the month
3) The shutoff notice was received by [redacted] a
week later than the bill and on the day of the shutoff
I am asking why the bills and shutoff notice dates
are not consistent?
My assertion is that:
-----------------------
1) Eversoure has either: a) Broken processes or b)
Are deliberately treating customers unfairly by using different dates on bills
versus shutoff notices.
2) Eversource is using different processes
for shutoff notices versus standard electric bills causing later [redacted] delivery dates of important shutoff notice information.
3) Eversource is hiding the fact that the company is
withholding funds by not including that information clearly on the monthly bills.
My Requests:
----------------
That Eversource return funds to all the people of ** that have been force to pay $400 to have power reconnected due to these unfair processes and
practices. This policy unfairly targets lower income people.
That whenever Eversource withholds funds, that the information is clearly included on all monthly bills.
That Eversource fix these outdated Northeast Utilities/[redacted] processes and work with customers to become a corporation recognized as a leader of setting the example of serving the people of [redacted] fairly.
Sincerely,[redacted]
A review of the account shows termination notices were sent to the customer on April 27, 2016 and May 5, 2016. We have no record of any return mail from the postal service and no...
record of a payment agreement established on the customer’s account prior to the termination date of 05/12/2016. Once our mechanic is dispatched to the service address there instructions are to disconnect service. As a courtesy the mechanic did allow the customer to call our Credit & Collection however when our mechanic called to confirm payment, the payment was not made yet since the customer’s original payment was rejected. Due to other scheduled appointments, our mechanic had to disconnect service and continue on to his other appointments. In the event service is terminated, the reconnection of service is scheduled for the next business day. Unfortunately we do not have availability to honor same day appointments. The reconnection of service is scheduled for today 05/13/16.
A review of the account shows the customer’s meter readings are based on actual readings every month therefore we are not estimating the customer’s usage. ...
Many factors can account for an increase in energy use as it dependent upon what appliances are in use, the amount of days and the average temperature within the billing period to name a few. The account shows an increase in electricity beginning with the 07/11/16 billing statement (710 kWh used) thru 09/09/16 (775 kWh used). The 06/09/16 billing statement the customer used 448 kWh. The billing statement dated 10/07/16 shows the customer’s usage has decreased (517 kWh were used). Since the increase in electricity is very specific to the summer months when the temperature is warmer it is likely additional (seasonal) appliances were in use. Was the customer using fans, air conditioners or dehumifier etc.?
The customer is encouraged to call our Customer Service Department so our energy experts can further discuss and assist the customer with pin pointing what may have generated the increase of electricity. Our energy experts can provide the customer additional options, energy saving tips and schedule an appointment to further investigate if desired. Our Customer Service Representatives can be reached Monday-Friday from 7 a.m to 7 p.m at [redacted] and are happy to assist the customer with their energy questions and concerns.
size="3">
RE: Revdex.com-[redacted]
Thank you for your inquiry regarding the electronic payments for [redacted].
As a result of the inquiry an investigation was conducted. The investigation revealed that there were two usernames created by the customer. Each username connected to the customer’s checking account resulting in each sign on withdrawing from the customer’s account.
The oldest username has been deleted which will result in only one withdrawal going forward. Additionally, the customer’s overpayment of $105.62 will be issued a refund check. Eversource will also give the customer a $25.00 goodwill credit to be applied to the account.
Thank you for providing the opportunity to provide an explanation.
Respectfully yours,
Mary [redacted]
Regulatory Affairs Specialist
mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA">The customer’s concerns were forwarded to the Eversource Business Contact Center on 09/28/15 for further assistance. As a result the customer received an email dated 09/28/15 advising the customer of the status of her request and the next steps to follow. If the customer has any further questions or concerns please respond to the email and the Interconnections Manager will assist you.
Every single time I lose power with eversource (which is shockingly frequent, especially considering they're still charging me $.26/kWh even though the high natural gas demand associated with winter is long over. Where is this money going if not infrastructure improvements?) dramatically underestimates the time it takes to make the repairs. I received a call at 4:30PM today telling me that there was an outage and I could expect the power to come back on by 5:30. On my way home from work at 6 I bought a week's worth of groceries as eversource hadn't provided any new updates. It's now 8, and my groceries are busy rotting in my warm fridge while I sit in the dark writing this complaint. Eversource doesn't have anybody working on their phone lines to provide any updates, and their website says info unavailable. I'm embarrassed and upset that they are the only energy provider in my area.
[redacted]
I am rejecting this response because: Ever source waived the deposit fee 2 times. They were pulling funds from a closed bank account.
I think it is unacceptable customer service to tell a customer you waived the fee twice then EVERSOURCE changes what was PROMISED and disconnect my power.
Where is EVERSOURCE's integrity AND ACTUALLY Y FOLLOWING THROUGH WITH A PROMISE AND KEEP WHAT YOU SAY IN AFFECT.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is as much as I can expect from Eversource.
Their apology regarding my inconvenience is shallow at best.
I sincerely thank you for your immediate response to my complaint.
Sincerely,
[redacted]
A review of the account shows the representative informed the customer that there would be a fee of $3.50 to process the customer’s payment via credit card however informed it would in fact be waived. Due to...
the company error, we will be refunding the customer the $3.50. Unfortunately we are unable to refund it back to the credit card therefore the fee will be refunded in the form of a check in the mail. The check will take approximately 2-3 weeks to receive. The mailing address on file for the customer is the same as the service address. If the customer wishes to receive the refund check to an alternative mailing address, please have the customer provide the mailing address so our records can be updated.
Eversource is the worst power company ever. They want they money, but they take forever to restore your service. They can't ever give an accurate time of arrival for restoration. They tell you the service reconnection was dispatched to a mechanic, but they know nothing else. I paid at 11am and I'm still in the dark at 5:30pm. They offered no sympathy, only to find out I qualified for hardship. They told me my service will be restored by the next day, told them I have kids, and they said they can restore it today, for a $106 fee. I told them I have for kids in the house and they need power, but of course they didn't care, they just wanted more money, after I paid the bill in full, up until February. I wish Stamford, CT had another energy source.
Worst Electric provider ive had. It used to be [redacted], which was am amazing company with great customer service. Plus rates were great. As soon as Eversource came in and replaced them my bill has doubled and customer service is like a maze. you get nowhere besides frustrated. I just got another notice saying my rates will be increasing again. needless to say I will be investing in solar and they can pay me every month.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. But in the...
future hope it does not require me to file a complaint to receive customer service without the harassment.
Sincerely,
[redacted]
We have thoroughly reviewed the customer’s concern and found that we failed to make the customer aware of the bill recalculation when our company was contacted in January regarding switching...
suppliers.
Per regulations, if you are on Basic Service Fixed rate, up to six months of your past billing will be recalculated to reflect the month-to-month Basic Service variable rate. This adjustment may result in either a credit or debit. To find out more about this process please visit [redacted] and beneath the energy and utilities section search "Bill Recalculation.”
We have adjusted the bill to reflect the basic fix rate during the period in question. The adjusted amount has been credited to the customer’s account. We sincerely apologize for the inconvenience this has caused.
Complaint: [redacted]
I am rejecting this response because:
It is not my fault that the online payment system does not work as it should, AND eversource sends out false-positive e-mail messages. NO PROOF has been given to me that I entered the information wrong online. I still believe that the online system screwed it up, or a human re-enters information, and human intervention screwed it up. If eversource can PROVE that I was the one at fault by providing me the routing info/checking account info I entered, than I can accept that the mistake was on my end, and not theirs.
Even if the mistake was on my end, it still does not warrant extorting me out of a "security" deposit. I don't have to give my dry cleaner a security deposit before they clean my clothes. I don't need to give a security deposit to my internet service provider before they provide internet. Why is that the electric company wants to extort money out of its customers? Eversource already stopped being douhebags to residents of New Hampshire, why did they not stop the mob tactics in CT at the same time? Just because shady politicians gave you the green light to do it, does not make it right. Guaranteed, if people in my area had other electric supplier choices, nobody would be a customer of eversource once they found out that they would be required to hand over extortion money.
Attached are the two e-mails I received "confirming" my payment. BTW, not a single e-mail from eversource saying that the payment was denied/not processes successfully.
A review of the account shows the billing statements dated 01/15/16 and 02/02/16 were based on actual meter readings off the gas meter. Based on the information from the customer, the heat and hot water were not...
working properly during the above time frame. The malfunctioning of appliances is considered an internal issue that needs to be discussed with the customer’s landlord as Eversource is not responsible for any equipment beyond our meter.
In regards to the customer’s electric bill the customers balance is $171.05 of which $45.45 was usage from 01/05/16-01/15/16 and $125.60 (from 01/15/16-02/12/16). The charge of $45.45 was a corrected bill as the 1st bill the customer received on 01/15/16 was for $118.15 (which was based on an estimated reading). The total charges of $171.05 are based on actual readings.
The worst account registration and web payment process I have ever experienced. I spend over 1 hour trying to create an account. Then I called the automated system and it kept on kicking me out. What a pitiful company.
Thank you for taking the time to express your concerns. In the event a customer's service is turned off for non-payment, we require the customer to pay a security deposit to have their service restored....
It is to offset a potential loss should the customer leave an outstanding bill.
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 a courtesy the $230 deposit will be waived. In addition, a reconnection order is scheduled for today.
We apologize if the customer received anything less than adequate service. It’s always disappointing to us when we have not provided superior service to all of our customers. Thank you again for taking the time to express your concerns.
A review of the account shows the termination notice was sent to the customer on June 24, 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 07/13/2016.
In the event a customer's service is turned off for non-payment, we require the customer to pay a security deposit 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.
We apologize for any inconvenience this caused the customer. Due to the security deposit of $535.00 being paid on 02/12/2016 we have waived the reconnection fee of $42.00.
yes">
Complaint: [redacted]
I am rejecting this response because:
Eversource has only restated the facts already
established and failed to respond to the actual complaint which is:
1) The date on bill indicated that the balance was
due by the 24th of the month
2) The due date on the shutoff notice was the 16th
of the month
3) The shutoff notice was received by [redacted] a
week later than the bill and on the day of the shutoff
I am asking why the bills and shutoff notice dates
are not consistent?
My assertion is that:
-----------------------
1) Eversoure has either: a) Broken processes or b)
Are deliberately treating customers unfairly by using different dates on bills
versus shutoff notices.
2) Eversource is using different processes
for shutoff notices versus standard electric bills causing later [redacted] delivery dates of important shutoff notice information.
3) Eversource is hiding the fact that the company is
withholding funds by not including that information clearly on the monthly bills.
My Requests:
----------------
That Eversource return funds to all the people of ** that have been force to pay $400 to have power reconnected due to these unfair processes and
practices. This policy unfairly targets lower income people.
That whenever Eversource withholds funds, that the information is clearly included on all monthly bills.
That Eversource fix these outdated Northeast Utilities/[redacted] processes and work with customers to become a corporation recognized as a leader of setting the example of serving the people of [redacted] fairly.
Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:
I did not authorize them to switch me back.
Sincerely,[redacted]
A review of the account shows termination notices were sent to the customer on April 27, 2016 and May 5, 2016. We have no record of any return mail from the postal service and no...
record of a payment agreement established on the customer’s account prior to the termination date of 05/12/2016. Once our mechanic is dispatched to the service address there instructions are to disconnect service. As a courtesy the mechanic did allow the customer to call our Credit & Collection however when our mechanic called to confirm payment, the payment was not made yet since the customer’s original payment was rejected. Due to other scheduled appointments, our mechanic had to disconnect service and continue on to his other appointments. In the event service is terminated, the reconnection of service is scheduled for the next business day. Unfortunately we do not have availability to honor same day appointments. The reconnection of service is scheduled for today 05/13/16.
A review of the account shows the customer’s meter readings are based on actual readings every month therefore we are not estimating the customer’s usage. ...
Many factors can account for an increase in energy use as it dependent upon what appliances are in use, the amount of days and the average temperature within the billing period to name a few. The account shows an increase in electricity beginning with the 07/11/16 billing statement (710 kWh used) thru 09/09/16 (775 kWh used). The 06/09/16 billing statement the customer used 448 kWh. The billing statement dated 10/07/16 shows the customer’s usage has decreased (517 kWh were used). Since the increase in electricity is very specific to the summer months when the temperature is warmer it is likely additional (seasonal) appliances were in use. Was the customer using fans, air conditioners or dehumifier etc.?
The customer is encouraged to call our Customer Service Department so our energy experts can further discuss and assist the customer with pin pointing what may have generated the increase of electricity. Our energy experts can provide the customer additional options, energy saving tips and schedule an appointment to further investigate if desired. Our Customer Service Representatives can be reached Monday-Friday from 7 a.m to 7 p.m at [redacted] and are happy to assist the customer with their energy questions and concerns.
Dear Revdex.com:
size="3">
RE: Revdex.com-[redacted]
Thank you for your inquiry regarding the electronic payments for [redacted].
As a result of the inquiry an investigation was conducted. The investigation revealed that there were two usernames created by the customer. Each username connected to the customer’s checking account resulting in each sign on withdrawing from the customer’s account.
The oldest username has been deleted which will result in only one withdrawal going forward. Additionally, the customer’s overpayment of $105.62 will be issued a refund check. Eversource will also give the customer a $25.00 goodwill credit to be applied to the account.
Thank you for providing the opportunity to provide an explanation.
Respectfully yours,
Mary [redacted]
Regulatory Affairs Specialist
mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA">The customer’s concerns were forwarded to the Eversource Business Contact Center on 09/28/15 for further assistance. As a result the customer received an email dated 09/28/15 advising the customer of the status of her request and the next steps to follow. If the customer has any further questions or concerns please respond to the email and the Interconnections Manager will assist you.
Every single time I lose power with eversource (which is shockingly frequent, especially considering they're still charging me $.26/kWh even though the high natural gas demand associated with winter is long over. Where is this money going if not infrastructure improvements?) dramatically underestimates the time it takes to make the repairs. I received a call at 4:30PM today telling me that there was an outage and I could expect the power to come back on by 5:30. On my way home from work at 6 I bought a week's worth of groceries as eversource hadn't provided any new updates. It's now 8, and my groceries are busy rotting in my warm fridge while I sit in the dark writing this complaint. Eversource doesn't have anybody working on their phone lines to provide any updates, and their website says info unavailable. I'm embarrassed and upset that they are the only energy provider in my area.
Complaint:...
[redacted]
I am rejecting this response because: Ever source waived the deposit fee 2 times. They were pulling funds from a closed bank account.
I think it is unacceptable customer service to tell a customer you waived the fee twice then EVERSOURCE changes what was PROMISED and disconnect my power.
Where is EVERSOURCE's integrity AND ACTUALLY Y FOLLOWING THROUGH WITH A PROMISE AND KEEP WHAT YOU SAY IN AFFECT.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is as much as I can expect from Eversource.
Their apology regarding my inconvenience is shallow at best.
I sincerely thank you for your immediate response to my complaint.
Sincerely,
[redacted]
A review of the account shows the representative informed the customer that there would be a fee of $3.50 to process the customer’s payment via credit card however informed it would in fact be waived. Due to...
the company error, we will be refunding the customer the $3.50. Unfortunately we are unable to refund it back to the credit card therefore the fee will be refunded in the form of a check in the mail. The check will take approximately 2-3 weeks to receive. The mailing address on file for the customer is the same as the service address. If the customer wishes to receive the refund check to an alternative mailing address, please have the customer provide the mailing address so our records can be updated.
Eversource is the worst power company ever. They want they money, but they take forever to restore your service. They can't ever give an accurate time of arrival for restoration. They tell you the service reconnection was dispatched to a mechanic, but they know nothing else. I paid at 11am and I'm still in the dark at 5:30pm. They offered no sympathy, only to find out I qualified for hardship. They told me my service will be restored by the next day, told them I have kids, and they said they can restore it today, for a $106 fee. I told them I have for kids in the house and they need power, but of course they didn't care, they just wanted more money, after I paid the bill in full, up until February. I wish Stamford, CT had another energy source.
Worst Electric provider ive had. It used to be [redacted], which was am amazing company with great customer service. Plus rates were great. As soon as Eversource came in and replaced them my bill has doubled and customer service is like a maze. you get nowhere besides frustrated. I just got another notice saying my rates will be increasing again. needless to say I will be investing in solar and they can pay me every month.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. But in the...
future hope it does not require me to file a complaint to receive customer service without the harassment.
Sincerely,
[redacted]
We have thoroughly reviewed the customer’s concern and found that we failed to make the customer aware of the bill recalculation when our company was contacted in January regarding switching...
suppliers.
Per regulations, if you are on Basic Service Fixed rate, up to six months of your past billing will be recalculated to reflect the month-to-month Basic Service variable rate. This adjustment may result in either a credit or debit. To find out more about this process please visit [redacted] and beneath the energy and utilities section search "Bill Recalculation.”
We have adjusted the bill to reflect the basic fix rate during the period in question. The adjusted amount has been credited to the customer’s account. We sincerely apologize for the inconvenience this has caused.
Complaint: [redacted]
I am rejecting this response because:
It is not my fault that the online payment system does not work as it should, AND eversource sends out false-positive e-mail messages. NO PROOF has been given to me that I entered the information wrong online. I still believe that the online system screwed it up, or a human re-enters information, and human intervention screwed it up. If eversource can PROVE that I was the one at fault by providing me the routing info/checking account info I entered, than I can accept that the mistake was on my end, and not theirs.
Even if the mistake was on my end, it still does not warrant extorting me out of a "security" deposit. I don't have to give my dry cleaner a security deposit before they clean my clothes. I don't need to give a security deposit to my internet service provider before they provide internet. Why is that the electric company wants to extort money out of its customers? Eversource already stopped being douhebags to residents of New Hampshire, why did they not stop the mob tactics in CT at the same time? Just because shady politicians gave you the green light to do it, does not make it right. Guaranteed, if people in my area had other electric supplier choices, nobody would be a customer of eversource once they found out that they would be required to hand over extortion money.
Attached are the two e-mails I received "confirming" my payment. BTW, not a single e-mail from eversource saying that the payment was denied/not processes successfully.