Working in costumer service I wish that I could treat people in the way that Eversource treated us tonightAfter over an hour on the phone, where we got was no whereTo make a long story short; Eversource wanted a security deposit from us (even though we involuntary switched companies)After an Eversource employee told us we weren't responsible for a,b,c we then proceeded to do a,b,c to clear our name of the so called "deposit"X amount of time later after working a 11, hour day we came home to no powerAfter apparently listening to the recording of the conversation we had three months ago, the Eversource employee told us that we were rightThe other Eversource employee that we talked to "missed informed" us and then proceeded to do absolutely nothing at allNot only did I have to pay to go out to eat but then I got the wonderful surprise of replacing the entirety of my fridge/freezer after just grocery shopping the day beforeHonestly I wish I could provide this service to customers daily and still make money to provide to provide to my family
Complaint: ***
I am rejecting this response because: due to the fact that the tech refused my method of payment is an unfair and unjustyou need better business practicesnot everyone has paper checks these daysyou do except online paymentsto refuse a payment to charge a customer fees is unjustas I stated I did not know about the disconnect, let alone receive a bill.
Sincerely,
*** ***
AFTER REVIEW OF THE ACCOUNT, THE SERVICE WAS DISCONNECTED FOR NON PAYMENT. THE LAST PAYMENT ON THE ACCOUNT WAS 01/13/A DISCONNECT NOTICE WENT ON ON 05/21/TO THE MAILING ADDRESS ON THE ACCOUNT. THE LAST EMAIL NOTIFICATION ON THE ACCOUNT WAS SENT ON 06/11/ON THAT
NOTIFICATION IT TELLS YOU WHEN THE CURRENT CHARGES ARE DUE. ALL DISCONNECT NOTICES ARE MAILED OUT. THERE IS NO NOTIFICATION ON THE ACCOUNT THAT SAYS THE MAIL WAS RETURNED BACK TO THE COMPANYALL ACCOUNTS SHUT OFF FOR NON PAYMENT ARE REQUIRED TO PAY A DEPOSITTHERE WILL BE NO REFUND ISSUED
I was very happy with "*** *** * ***" for more than ten years and never had a problem with them, until, "EverSource" took overNot only that my bills have doubled or even tripled sometimes, their customer service is absolutely lousy and unprofessionalThey are very quick to disconnect the power, even during extreme weather, and with senior citizens with medical conditionsAfter reading many of the complaints here, I realized that my and my neighbor's experiences with them are not unique and is even more concerningWhen I asked what options do I have to switch to another company, they said "No, you don't have a choice." I don't think this company will survive for long given such greed, awful customer service, and very little concern, if any, for the residents
A review of the account shows that a disconnect notice went out on 09/28/with a disconnect date of 10/12/2016. Our systems shows that on 10/13/a disconnect order was scheduled for Monday
10/17/2016. It also shows that the customer scheduled a payment on Sunday 10/13/at 3:45pm. The order was placed days earlierWithout the customer contacting the company to inform of the payment pending we would not know that payment was being madeThis information was explained to the customer. There will be no refund or credits applied to the account
Complaint: ***
I am rejecting this response because: nobody notified me about the meters being changed and I was home all day when it happened, the company never told me same with the property where I live and I feel that it shouldn't take over a month for anything to be done, and I shouldn't have to go without a tv for that long either because I have a year old child that I have visits with and she watches her movies on that tvI'm very dissatisfied
Sincerely,
*** ***
A review of the account shows the termination notice was sent to the customer on 06/22/with a disconnection date of
07/06/2015. 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 07/09/
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 yearThe average from those two months is then recalculated for a day periodThe deposit is held until the customer establishes consecutive months of good payment history (no late payments) therefore we are unable to refund your security deposit of $at this time. Accrued interest is automatically applied to the customer’s standard billing account annually in January @ 1.5% interest
Complaint: ***
I am rejecting this response because:
On 3/4/2014, the budget billing amount was updated and included the $bill that was sent to me on that dayI did not have an option to pay that months bill prior to the recirculation and therefore the billing amount was increased by nearly $for the remainder of my cycleThat amount is inaccurateCL&P used months of billing and only months of payments to calculateWith that logic, I will never be on track to zero out by the end of a month termThat is unfair to me and all consumers who experience the same
I do not believe I should have been removed from budget billing because of a system logic failure
Sincerely,
*** ***
After a review of the customer’s account, the customer’s request for tree trimming was submitted to our Eversource Vegetation Department for further assessment
"> On 09/23/an Eversource Arborist spoke with the customer and arranged a meeting for Friday 09/25/The arborist will meet the customer on site to review her concerns and determine a resolution
Complaint: ***
I am rejecting this response because:
We received a notice from Eversource in Nov that they wanted a security deposit or they would shut off our electricityWe could not afford this so we went to the Revdex.comAfter this Eversource sent us a message through Revdex.com saying they would disregard the security deposit and monitor our account for days to determine if they would charge a security deposit in the futureIt has been less than days since that message and they again send us a notice to pay the deposit of or they will shut off our powerWe are able to pay our electric bill each month and as they can see we are never late on any payment, we pay the full amount on time each month, we our an account in good standingWe can barely afford to pay our actual bill but we still do it
Translate
Desired Resolution / Outcome
Desired Resolution: Billing Adjustment
select
Desired Outcome: We would like Eversource to disregard this security deposit, as we are an account in good standing and it has only been days since the message stating they would monitor for a day periodThe previous complaint id was ***If they check their response to this complaint they should see the message they themselves wrote
Sincerely,
*** ***
After review of the account, it shows that the previous tenant called to end service on 07/13/which is why the gas went off. The customer didn't call to accept services until 07/13/2016.
There will be a good will credit placed on the account for the gas not being set up
Eversource is not responsible for internal wiring issues and will not investigate internal issues. A Customer Service Representative offered to walk her through a breaker test but the customer declined. The meter number can be provided and is also on the customers bill each
monthIf the customer feels the meter is faulty they can contact Customer Service to pay for a meter test
*** ***
I am rejecting this response because: I have done so already and have not had any response that justifies
what has been done I have tenants with out hot water because of the delay in response
Sincerely,
*** ***
The customer’s meter is read on a monthly basis thru a device inside the AMR meter (Automatic Meter Read) called an Encoded Receiver/Transmitter (ERT) which sends out a radio signal to capture the monthly meter
readingA mobile (drive-by) meter reader drives down the street to collect the radio read from the customer’s meter. The readings are sent electronically to our computer system to determine the customer’s monthly bill Since our meters are read electronically and not directly read by a person unfortunately we are unable to leave a monthly slip for the customer. The meter readings are shown on the customer’s monthly billing statements and indicates the total kilowatt-hours used during the billing cycle
Complaint: ***
I am rejecting this response because:
"the customer was sent a letter via mail informing the customer we were unable to complete the payment" - Why not with delivery or signature confirmation? Why not an e-mail too? Eversource can afford a stamp, but not afford an automated phone call/voice mail, or automated e-mail? Sorry, not good enoughEspecially when you have a monopoly on the utility, and collect ALL of the moneyEversource does not want to give an inch, I can play the *** game tooLets not forget that we would not be in this situation had your online payment processing system worked (to this generations standard's) to begin with"therefore the customer was fully aware that the payment did not post to his account before the termination of service on 05/19/16" - Correct, I was aware that the payment failed, but when I asked for proof it was my fault, no information was givenI don't remember the rep telling me I would be extorted if I failed to pay the bill by 5/19/Maybe that should have been mentioned to possibly make me care about reposting a new payment in a timely mannerYou don't respect customers enough to make sure that they have a smooth/flawless payment processing method, but expect me to care about re-submitting a payment after your system failed miserably? Respect/expectations go both waysWhen you run a monopoly, its easy to forget that concept I guess"The security deposit will not be refunded at this time." - ..because..? My 8+ years of payments are not "security" enough? InterestingRespect much?
"If the customer would like to discuss the bank information that was entered via web on 04/14/the customer may call" - Already tried thatThey refused to give me info, or acknowledge that its remotely possible the problem was on your endEven though I have two e-mails and screen shot to prove otherwise
They have required a deposit even thought I have a zero balance so now I've been forced to sign up for direct debitThis is completely unfair for a consumer who has no other choice but to use this company
After a review of the account, the customer’s balance will not be adjustedThe customer’s meter was not registering usage from 05/29/to 12/01/therefore the customer was not billed correctly for their
electric usageThe customer’s bill was adjusted accordingly and the customer was set on a payment agreement on 03/05/The total back charges were $The Public Utilities Regulatory Authories (PURA) permits Eversource to back bill customers (if applicable) up to months therefore the charges of $will not be removed
At the time the payment agreement was initiated (03/05/15), Eversource projected the future charges and included those projections with the monthly installment planThe customer used more electricity than originally calculated on 03/05/therefore leaving the customer a balance at the end of the payment agreement of $The usage was billed correctly (based on actual readings) therefore the customer is responsible for the billing chargesThe customer is on an active payment agreement to assist with paying the balance
Based on a review of the account, a field visit was completed on 05/26/which confirmed our gas meter was not registering the customer’s energy use accuratelyAs a result the customer was billed for less than
the amount of energy actually usedThe situation has been corrected however upon a completion of our investigation it was determined that the customer was not billed for energy used between 12/11/and 05/26/*** General Statute 16-259a allows us to correct the previous billing on the customer’s account up to one yearWe have based our calculations on prior usage history of the location since we were unaware of any appliance conversions in the householdIf you no longer have a gas furnace, please schedule an appointment with our Customer Service Department so our Meter and Service Technician can confirm the residence has electric heatingOnce the electric heating is confirmed thru a field visit, the customer’s billing can be adjusted accordingly to reflect proper usageThe customer’s rate will change from a residential heating rate to a residential non-heating rate
After review of the account, it shows that the customer was carrying a past due balance since March A disconnect notice went out on 06/28/We have not received any mail back stating
undeliverable for the customer, so we would assume that the notice was received. It is our policy, when a customer is shut off for non-payment that a security deposit must be paid before services will be reconnected. A supervisor attempted to place a call back to the customer and the number on file was not in serviceAfter months of good history the customer can get the security deposit returned
Working in costumer service I wish that I could treat people in the way that Eversource treated us tonightAfter over an hour on the phone, where we got was no whereTo make a long story short; Eversource wanted a security deposit from us (even though we involuntary switched companies)After an Eversource employee told us we weren't responsible for a,b,c we then proceeded to do a,b,c to clear our name of the so called "deposit"X amount of time later after working a 11, hour day we came home to no powerAfter apparently listening to the recording of the conversation we had three months ago, the Eversource employee told us that we were rightThe other Eversource employee that we talked to "missed informed" us and then proceeded to do absolutely nothing at allNot only did I have to pay to go out to eat but then I got the wonderful surprise of replacing the entirety of my fridge/freezer after just grocery shopping the day beforeHonestly I wish I could provide this service to customers daily and still make money to provide to provide to my family
Complaint: ***
I am rejecting this response because: due to the fact that the tech refused my method of payment is an unfair and unjustyou need better business practicesnot everyone has paper checks these daysyou do except online paymentsto refuse a payment to charge a customer fees is unjustas I stated I did not know about the disconnect, let alone receive a bill.
Sincerely,
*** ***
AFTER REVIEW OF THE ACCOUNT, THE SERVICE WAS DISCONNECTED FOR NON PAYMENT. THE LAST PAYMENT ON THE ACCOUNT WAS 01/13/A DISCONNECT NOTICE WENT ON ON 05/21/TO THE MAILING ADDRESS ON THE ACCOUNT. THE LAST EMAIL NOTIFICATION ON THE ACCOUNT WAS SENT ON 06/11/ON THAT
NOTIFICATION IT TELLS YOU WHEN THE CURRENT CHARGES ARE DUE. ALL DISCONNECT NOTICES ARE MAILED OUT. THERE IS NO NOTIFICATION ON THE ACCOUNT THAT SAYS THE MAIL WAS RETURNED BACK TO THE COMPANYALL ACCOUNTS SHUT OFF FOR NON PAYMENT ARE REQUIRED TO PAY A DEPOSITTHERE WILL BE NO REFUND ISSUED
I was very happy with "*** *** * ***" for more than ten years and never had a problem with them, until, "EverSource" took overNot only that my bills have doubled or even tripled sometimes, their customer service is absolutely lousy and unprofessionalThey are very quick to disconnect the power, even during extreme weather, and with senior citizens with medical conditionsAfter reading many of the complaints here, I realized that my and my neighbor's experiences with them are not unique and is even more concerningWhen I asked what options do I have to switch to another company, they said "No, you don't have a choice." I don't think this company will survive for long given such greed, awful customer service, and very little concern, if any, for the residents
Complaint: ***
I am rejecting this response because: I did not agree agree to "default to *** on 12/11/14."
Sincerely,*** ***
A review of the account shows that a disconnect notice went out on 09/28/with a disconnect date of 10/12/2016. Our systems shows that on 10/13/a disconnect order was scheduled for Monday
10/17/2016. It also shows that the customer scheduled a payment on Sunday 10/13/at 3:45pm. The order was placed days earlierWithout the customer contacting the company to inform of the payment pending we would not know that payment was being madeThis information was explained to the customer. There will be no refund or credits applied to the account
Complaint: ***
I am rejecting this response because: nobody notified me about the meters being changed and I was home all day when it happened, the company never told me same with the property where I live and I feel that it shouldn't take over a month for anything to be done, and I shouldn't have to go without a tv for that long either because I have a year old child that I have visits with and she watches her movies on that tvI'm very dissatisfied
Sincerely,
*** ***
A review of the account shows the termination notice was sent to the customer on 06/22/with a disconnection date of
07/06/2015. 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 07/09/
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 yearThe average from those two months is then recalculated for a day periodThe deposit is held until the customer establishes consecutive months of good payment history (no late payments) therefore we are unable to refund your security deposit of $at this time. Accrued interest is automatically applied to the customer’s standard billing account annually in January @ 1.5% interest
Complaint: ***
I am rejecting this response because:
On 3/4/2014, the budget billing amount was updated and included the $bill that was sent to me on that dayI did not have an option to pay that months bill prior to the recirculation and therefore the billing amount was increased by nearly $for the remainder of my cycleThat amount is inaccurateCL&P used months of billing and only months of payments to calculateWith that logic, I will never be on track to zero out by the end of a month termThat is unfair to me and all consumers who experience the same
I do not believe I should have been removed from budget billing because of a system logic failure
Sincerely,
*** ***
After a review of the customer’s account, the customer’s request for tree trimming was submitted to our Eversource Vegetation Department for further assessment
"> On 09/23/an Eversource Arborist spoke with the customer and arranged a meeting for Friday 09/25/The arborist will meet the customer on site to review her concerns and determine a resolution
Complaint: ***
I am rejecting this response because:
We received a notice from Eversource in Nov that they wanted a security deposit or they would shut off our electricityWe could not afford this so we went to the Revdex.comAfter this Eversource sent us a message through Revdex.com saying they would disregard the security deposit and monitor our account for days to determine if they would charge a security deposit in the futureIt has been less than days since that message and they again send us a notice to pay the deposit of or they will shut off our powerWe are able to pay our electric bill each month and as they can see we are never late on any payment, we pay the full amount on time each month, we our an account in good standingWe can barely afford to pay our actual bill but we still do it
Translate
Desired Resolution / Outcome
Desired Resolution: Billing Adjustment
select
Desired Outcome: We would like Eversource to disregard this security deposit, as we are an account in good standing and it has only been days since the message stating they would monitor for a day periodThe previous complaint id was ***If they check their response to this complaint they should see the message they themselves wrote
Sincerely,
*** ***
After review of the account, it shows that the previous tenant called to end service on 07/13/which is why the gas went off. The customer didn't call to accept services until 07/13/2016.
There will be a good will credit placed on the account for the gas not being set up
Eversource is not responsible for internal wiring issues and will not investigate internal issues. A Customer Service Representative offered to walk her through a breaker test but the customer declined. The meter number can be provided and is also on the customers bill each
monthIf the customer feels the meter is faulty they can contact Customer Service to pay for a meter test
*** ***
I am rejecting this response because: I have done so already and have not had any response that justifies
what has been done I have tenants with out hot water because of the delay in response
Sincerely,
*** ***
The customer’s meter is read on a monthly basis thru a device inside the AMR meter (Automatic Meter Read) called an Encoded Receiver/Transmitter (ERT) which sends out a radio signal to capture the monthly meter
readingA mobile (drive-by) meter reader drives down the street to collect the radio read from the customer’s meter. The readings are sent electronically to our computer system to determine the customer’s monthly bill Since our meters are read electronically and not directly read by a person unfortunately we are unable to leave a monthly slip for the customer. The meter readings are shown on the customer’s monthly billing statements and indicates the total kilowatt-hours used during the billing cycle
Complaint: ***
I am rejecting this response because:
"the customer was sent a letter via mail informing the customer we were unable to complete the payment" - Why not with delivery or signature confirmation? Why not an e-mail too? Eversource can afford a stamp, but not afford an automated phone call/voice mail, or automated e-mail? Sorry, not good enoughEspecially when you have a monopoly on the utility, and collect ALL of the moneyEversource does not want to give an inch, I can play the *** game tooLets not forget that we would not be in this situation had your online payment processing system worked (to this generations standard's) to begin with"therefore the customer was fully aware that the payment did not post to his account before the termination of service on 05/19/16" - Correct, I was aware that the payment failed, but when I asked for proof it was my fault, no information was givenI don't remember the rep telling me I would be extorted if I failed to pay the bill by 5/19/Maybe that should have been mentioned to possibly make me care about reposting a new payment in a timely mannerYou don't respect customers enough to make sure that they have a smooth/flawless payment processing method, but expect me to care about re-submitting a payment after your system failed miserably? Respect/expectations go both waysWhen you run a monopoly, its easy to forget that concept I guess"The security deposit will not be refunded at this time." - ..because..? My 8+ years of payments are not "security" enough? InterestingRespect much?
"If the customer would like to discuss the bank information that was entered via web on 04/14/the customer may call" - Already tried thatThey refused to give me info, or acknowledge that its remotely possible the problem was on your endEven though I have two e-mails and screen shot to prove otherwise
They have required a deposit even thought I have a zero balance so now I've been forced to sign up for direct debitThis is completely unfair for a consumer who has no other choice but to use this company
After a review of the account, the customer’s balance will not be adjustedThe customer’s meter was not registering usage from 05/29/to 12/01/therefore the customer was not billed correctly for their
electric usageThe customer’s bill was adjusted accordingly and the customer was set on a payment agreement on 03/05/The total back charges were $The Public Utilities Regulatory Authories (PURA) permits Eversource to back bill customers (if applicable) up to months therefore the charges of $will not be removed
At the time the payment agreement was initiated (03/05/15), Eversource projected the future charges and included those projections with the monthly installment planThe customer used more electricity than originally calculated on 03/05/therefore leaving the customer a balance at the end of the payment agreement of $The usage was billed correctly (based on actual readings) therefore the customer is responsible for the billing chargesThe customer is on an active payment agreement to assist with paying the balance
Based on a review of the account, a field visit was completed on 05/26/which confirmed our gas meter was not registering the customer’s energy use accuratelyAs a result the customer was billed for less than
the amount of energy actually usedThe situation has been corrected however upon a completion of our investigation it was determined that the customer was not billed for energy used between 12/11/and 05/26/*** General Statute 16-259a allows us to correct the previous billing on the customer’s account up to one yearWe have based our calculations on prior usage history of the location since we were unaware of any appliance conversions in the householdIf you no longer have a gas furnace, please schedule an appointment with our Customer Service Department so our Meter and Service Technician can confirm the residence has electric heatingOnce the electric heating is confirmed thru a field visit, the customer’s billing can be adjusted accordingly to reflect proper usageThe customer’s rate will change from a residential heating rate to a residential non-heating rate
After review of the account, it shows that the customer was carrying a past due balance since March A disconnect notice went out on 06/28/We have not received any mail back stating
undeliverable for the customer, so we would assume that the notice was received. It is our policy, when a customer is shut off for non-payment that a security deposit must be paid before services will be reconnected. A supervisor attempted to place a call back to the customer and the number on file was not in serviceAfter months of good history the customer can get the security deposit returned