Dear Revdex.com:
The commercial property address for the complaint is [redacted]...
[redacted] The records show that the electric power had been disconnected for a long duration. In order to have the commercial service restored a work order and inspection from the local wiring inspector was required. After this procedure was completed the power for the property was restored.
Thank you for allowing the opportunity to provide an explanation.
Very truly yours,
Mary Ellen M[redacted]
Regulatory Relations Specialist
Eversource
247 Station Drive, SUMSW380
Westwood, MA 02090
o 781-441-3158
After a review of the customer’s account, the customer was on the budget billing program from 12/02/13 to 07/20/15. The budget is reviewed periodically within a 12 month period to ensure the monthly installment...
amount is accurately reflecting the customer’s usage. The monthly installment amount is subject to change based on a pattern of the customer’s historical usage and also factors in the customer’s current balance on the date of the review. In addition rate changes (delivery and/or supplier), will impact the monthly payment amount. Due to the calculating factors listed above on 04/25/15, the customer’s budget amount increased from $105 to $155 a month. However on 06/09 the customer made a payment for $105, therefore due to the delinquent balance of $50 (plus 60 days past due) the customer was removed from the program on 07/20/15. On 08/25/15, the customer requested to be placed on our [redacted] Program which is a forgiveness program designed to help low and fixed income customers maintain year-round electric service (different from the monthly budget plan). The monthly payment amount of $145 (start date of 08/31/15) includes the customer’s historical usage over the past 12 months.
Dear Revdex.com:
Thank you for allowing the opportunity to provide a response regarding a commercial account that was in...
arrears. The monthly bills are due when they are received and payment should be provided to the company. When the payments are not received and the account is in arrearage then collection activities will commence.
Eversource has reached out to the customer to discuss this issue.
If I can be of additional assistance, please contact me a[redacted]
Very truly yours,
[redacted]
Regulatory Relations Specialist
Complaint: [redacted]
I am rejecting this response because:
I never received the disconnection notice. Not to mention if disconnection notices are sent, they should be done so by certified mail so this never happens.
I had the past due amount and was ready to pay. When I got home that day it was disconnected. I also have snapshots of how they altered the alerts on my online account. One stating that it was SET for disconnection( the day they came; Tuesday) which is also the day I called. and the second, (Thursday),days after I complained to them about NOT getting the notice they put up a statement saying I would be disconnected if payment wasn't received by August 28, 2016.
A review of the account shows payments of $146.68 (dated 08/03/15), $104.95 (dated 10/13/15) and $77.89 (dated 10/14/15) were paid however they were not applied...
to the active account under the customer’s husband’s name.
On 08/03/15, the customer processed a payment thru the Eversource automated system for $146.68 to be applied to her personal account at 264 Lyman Rd of which the payment posted to that account on the same day. After processing the payment thru the automated system the customer was transferred to a representative of which the customer requested to cancel service (under her name) at [redacted] effective 09/01/15. At this time the customer informed the representative that her husband had already called to start service at the new address ([redacted]e) of which was given a separate account number.
The customer’s account was closed effective 09/01/15 (264 Lyman Rd) and the customer was mailed a final bill in the amount of $104.92 to the new mailing address. The payment of $104.92 was received via mail (check payment) and posted to the customer’s account on 10/13/15. At this time the account at [redacted] reflected a zero balance.
Lastly, the payment of $77.89 dated 10/14/15 was received via mail (check payment) of which posted to the gas account under the customer’s husbands name ([redacted]). The payment brought the gas account to a zero balance.
On 11/23/15 was the 1st payment received on the customer’s husband’s account in the amount of $65.69 (check payment).
We apologize for any inconvenience this has caused you in addition to the long delay with resolving your concerns. We appreciate you bringing your experience to our attention so we can better serve our customers in the future. We value you as a customer and will be taking the appropriate measures with our representatives by providing any necessary coaching and/or training.
After review of the account, when the customer made the payment of $1100 it was at a previous address. When the customer moved to the current location the previous balance went with her. ...
The representatives saw that the current order to move wasn't closed as of yet, which is why they informed the customer that there was no shut off at that time. Once the account was set up the customer’s account still had a carried over balance. This was explained to her at the beginning of august. There will be no credits to the account.
Eversource is a utility provider for Electric and Gas service in the states o[redacted] and [redacted] Eversource would not be soliciting for service...
outside of it’s territory. Those calls are possibly scam calls. You can report those calls to your local police department.
After review of the account it was found that the customers meter malfunctioned and the customer was not billed for any usage during the months of 2/3/14 to 7/25/14. Our policy is to estimate...
usage based on the customers previous history during that same time period in an effort to accurately calculate usage charges for the customer. An itemized statement has been sent to the customer via mail. A duplicate copy of the customers July statement that provides a detailed description of the usage charges has also been sent via mail. Customer notes on the account indicate the customer can afford monthly installments of $400. This arrangement will be applied to the account to allow the customer sufficient amount of time to pay the remaining balance.
Complaint: [redacted]
I am rejecting this response because: I HAVE NOT RECIEVED A BILLING STATEMENT. CLEARLY THE ISSUE LIES ON EVERSOURCE. WHEN MY PAYMENTS ARE MADE I RECIEVE CONFIRMATION OF PAYMENT. I CANT CONTROL YOUR EBILLING PROBLEMS. GIVEN THE FACT THAT AFTER PAYING OUT OVER SEVEN HUNDRED DOLLARS IN ONE MONTH AND NOT REVICEVING A BILL TO KNOW WHEN AND HOW MUCH THE NEXT BILL IS.
WHEN A COSTUMER REQUEST TO SPEAK TO A SUPERVISOR THE REQUEST SHOULD BE GRANTED. I WAS TOLD I WOULD HAVE TO BE BUT ON A CALL BACK LIST WHICH WOULD BE 30 MINUTES WHICH I DID NOT RECEIVE UNTIL THE NEXT DAY.
AS FOR THE TECH AS I STATED HE IS NOT WELCOMED ON MY PROPERTY!!!!! I WILL TAKE LEAGAL ACTION IF I SEE HIM ON MY PROPERTY!!!!!
I CANT CONTROL THE US POSTAL SERVICE. I FIND IT HARD TO BELIEVE THAT A DISCONNECT WAS MAILED OUT WHEN THE LAST TWO PAYMENT WERE ON SEPT 16TH AND SEPT 23RD.
WHEN A TECH DOES GO TO A HOME TO COLLECT ON A DISCONNECT THEY TAKE A PAPER CHECK AND WONT DISCONNECT. FOR ALL CUSTOMERS WHO PAY ONLINE AND RECIEVE A CONFIRMATION NUMBER, THE SYSTEM IS UNFAIR AND UNJUST. I WAS WILLING AND ABLE TO MAKE THE PAYMENT BUT HE WOULD NOT EXCEPT IT.
I DO NOT FEEL I SHOULD HAVE TO PAY THOSE FEES. [redacted]
AFTER REVIEW OF THE ACCOUNT, WHEN THE BUDGET IS REVEIWED THE NEW CALCULATION ALWAYS PROJECTS OUT 12 MONTHS FROM THE REVIEW DATE AND CONTINUES TO FACTOR IN THE CURRENT ACTUAL BALANCE. WHEN THE ACCOUNT WAS REVIEWED THE NEW BUDGET WAS NOT PAID AND THE ACCOUNT DROPPED FROM THE BUDGET. NOW IN ORDER...
TO GET BACK ON THE BUDGET THE ACCOUNT MUST BE PAID IN FULL. AS OF TODAY 09/09/2014 THERE IS A PENDING PAYMENT FOR $251. THE PAST DUE AMOUNT IS $564.76. $313.76 WILL NEED TO BE PAID BY 09/18/2014 TO PREVENT A SHUT OFF ON THE ACCOUNT.
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.
Sincerely,
[redacted]
Came back from a week long vacation late Friday night Labor Day weekend. No power. Called Eversource and was informed service was shutoff after 30-days nonpayment. My wife had previously set up auto pay with Eversource. Customer service explained their offices were closed until Tuesday morning for the Labor Day holiday and only staffed for power outages so we must wait for power. My wife tried to explain that she previously set up auto pay Eversource, and that at all times sufficient funds were in her bank account for Eversource to withdraw, but to no avail. Our food rotted, our pool water turned green and our kids will start a new school year "in the dark." We are beyond furious and will subpoena the phone recording of when my wife set up auto pay. I can only imagine how they treat poor people who fall behind in their payments. To turn off power the day before a four-day holiday weekend (Eversource employees were off on Friday as well as Labor Day) and leave a family without any possibility of restoring it for four-days is irresponsible and foreseeably critically dangerous in certain situations. We intend to follow up with the regulatory agency in CT. .
[redacted]
I am rejecting this response because: The meter is not being read properly if Im being charged for other electricity that is not mine, the least the company can do is take the time to look at the meter when the breaker is off, if the rep had a hard time finding the meter how am I supposed to?
We are very sorry to hear the customer received less than adequate service. The total charges on all customer bills include both supplier and delivery charges. The supply charge is broken down into two...
charges, the Supply Charge and the Sales Services Charge. The delivery charge is broken down into four charges, to include a Customer Service Charge, Delivery Charge, SER Mechanism and Conservation Adjustment Mechanism Charge.
The customer can find a brief description of each individual charge shown under the Supply and Delivery Services Detail on her bills below:
Supply Charges Detail:
Supply Charge: The total purchased gas cost of each unit of natural gas.
Sales Services Charge: The rate associated with the recovery of on-site production and storage plant associated with the provision of gas supply, as well as certain gas supply- related asset costs.
Delivery Charges Detail:
Customer Service Charge: The basic cost of providing service, such as metering, meter reading and billing. A flat rate that depends on customer type (e.g., non-heating vs. heating).
Delivery Charge: The charge to deliver natural gas through the [redacted] distribution system.
SER Mechanism Charge (System Expansion Reconciliation Mechanism): The SER reflects the surplus or shortfall in the amount collected by Eversource to expand natural gas distribution in [redacted]
Conservation Adjustment Mechanism: Funds the expansion of conservation programs and to make them available to all customers, not just income-eligible customers.
Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted]y. We hope the customer finds this information helpful. As a reference the customer may refer to our website for further explanation of charges at [redacted]
Complaint: [redacted]
I am rejecting this response because:
Date Sent: 9/16/2015 9:21:53 PM Complaint: [redacted] I am rejecting this response because: I don't know what police report they are reading but the one I have states my estranged mother used my identification without my permission (for which she stole) and there is no mention of me moving or intending on moving at this address. Just because she is my biological mother does not mean that she automatically has a right to use my information. We do not speak due to her substance abuse. I would prosecute if I could find her. She has no address and has basically disappeared. If they wish to hire a PI to locate her by all means. Also I am still waiting for the copy of the recording when services were ordered. I know for a fact that all calls are recorded. If I need to subpoena this information than please advise. Sincerely, Christopher F[redacted]
Sincerely,
Christopher F[redacted]
After a review, the account shows the customer called on 09/28/15 after the...
close of business day to request service be transferred therefore was instructed to call back on 09/29/15 during normal business hours. The account shows no additional contact by the customer until 10/02/15. On 10/02/15 the customer also called after close of business day therefore was instructed to call back today 10/05/15 to request service. Eversource does not have availability to provide same day service therefore service restoral is scheduled for tomorrow 10/06/15.
The website bill pay feature is NOT user friendly, as of 10/2/15.
The electronic bill pay option online currently requires one to input the account number and other account info even after one is logged on to the secure website, after being signed up for the paperless bill pay option, and after getting (and responding through the link from) the email notice of a bill to be paid.
I signed up for paperless billing with the sales rep when I opened the account, by phone. I expected that her signing me up for electronic billing would have included my new account number. Apparently NOT.
I'm a new customer; I have no idea what, or where on the website, my account number might be.
I'm going back to paper billing.
I wish I had known to have stayed with paper billing all along.
This experience has not improved my day or my opinion of where Eversource is choosing to spend it's maintenance budget. A modern, 21st century customer website interface is essential in these times. It is no longer an add-on, second tier service, meant to buff up the company's appearance. It is an essential. I sincerely hope they remedy this oversight without delay. THEN I will happily rejoin the paperless electronic billing system.
May it come soon.
Complaint: [redacted]
I am rejecting this response because:
when the first payment made by a Credit Card it was rejected at the same time I used the another Credit card that was approved.
Then they gave a Confirmation number and said that they removed the disconnection order from the system. Immediately I contacted the Mechanic to give the confirmation number at that time he already disconnected the power. His courtesy was only 10 minutes to make the payment but, ten minutes not enough to reach the right department over the phone. Finally, we got the power on 05/13/16 around 9 O'clock AM after 21 hours. We faced a loss of $6000 for the dairy and other perishable products.
A review of the account shows, as of today (12/17/15) two payments ($127.39 and $228.81) were credited to the customer’s account totaling $356.20. In addition, two late payment charges have been removed ($3.58 and...
$1.27) totaling $4.85. The customer’s account is now current with a balance of $296.94 due on 01/13/2016. We apologize for any inconvenience this may have caused you.
A review of your account shows the outstanding balance is for electric service you had at [redacted] CT. There is no record of your...
calling to end the service at that location or to provide a forwarding mailing address. The bills were being sent to the service address and there is no record of the bills being returned by the [redacted]. The last payment received on the account was 3/13/2015. The service ended in your name as of 4/30/2015 due to a new tenant calling to assume billing responsibilities as of that date, for that location. For those reasons we are unable to remove any derogatory remark from your credit report.
Dear Revdex.com:
The commercial property address for the complaint is [redacted]...
[redacted] The records show that the electric power had been disconnected for a long duration. In order to have the commercial service restored a work order and inspection from the local wiring inspector was required. After this procedure was completed the power for the property was restored.
Thank you for allowing the opportunity to provide an explanation.
Very truly yours,
Mary Ellen M[redacted]
Regulatory Relations Specialist
Eversource
247 Station Drive, SUMSW380
Westwood, MA 02090
o 781-441-3158
After a review of the customer’s account, the customer was on the budget billing program from 12/02/13 to 07/20/15. The budget is reviewed periodically within a 12 month period to ensure the monthly installment...
amount is accurately reflecting the customer’s usage. The monthly installment amount is subject to change based on a pattern of the customer’s historical usage and also factors in the customer’s current balance on the date of the review. In addition rate changes (delivery and/or supplier), will impact the monthly payment amount. Due to the calculating factors listed above on 04/25/15, the customer’s budget amount increased from $105 to $155 a month. However on 06/09 the customer made a payment for $105, therefore due to the delinquent balance of $50 (plus 60 days past due) the customer was removed from the program on 07/20/15. On 08/25/15, the customer requested to be placed on our [redacted] Program which is a forgiveness program designed to help low and fixed income customers maintain year-round electric service (different from the monthly budget plan). The monthly payment amount of $145 (start date of 08/31/15) includes the customer’s historical usage over the past 12 months.
Dear Revdex.com:
Thank you for allowing the opportunity to provide a response regarding a commercial account that was in...
arrears. The monthly bills are due when they are received and payment should be provided to the company. When the payments are not received and the account is in arrearage then collection activities will commence.
Eversource has reached out to the customer to discuss this issue.
If I can be of additional assistance, please contact me a[redacted]
Very truly yours,
[redacted]
Regulatory Relations Specialist
Complaint: [redacted]
I am rejecting this response because:
I never received the disconnection notice. Not to mention if disconnection notices are sent, they should be done so by certified mail so this never happens.
I had the past due amount and was ready to pay. When I got home that day it was disconnected. I also have snapshots of how they altered the alerts on my online account. One stating that it was SET for disconnection( the day they came; Tuesday) which is also the day I called. and the second, (Thursday),days after I complained to them about NOT getting the notice they put up a statement saying I would be disconnected if payment wasn't received by August 28, 2016.
Sincerely,
[redacted]
A review of the account shows payments of $146.68 (dated 08/03/15), $104.95 (dated 10/13/15) and $77.89 (dated 10/14/15) were paid however they were not applied...
to the active account under the customer’s husband’s name.
On 08/03/15, the customer processed a payment thru the Eversource automated system for $146.68 to be applied to her personal account at 264 Lyman Rd of which the payment posted to that account on the same day. After processing the payment thru the automated system the customer was transferred to a representative of which the customer requested to cancel service (under her name) at [redacted] effective 09/01/15. At this time the customer informed the representative that her husband had already called to start service at the new address ([redacted]e) of which was given a separate account number.
The customer’s account was closed effective 09/01/15 (264 Lyman Rd) and the customer was mailed a final bill in the amount of $104.92 to the new mailing address. The payment of $104.92 was received via mail (check payment) and posted to the customer’s account on 10/13/15. At this time the account at [redacted] reflected a zero balance.
Lastly, the payment of $77.89 dated 10/14/15 was received via mail (check payment) of which posted to the gas account under the customer’s husbands name ([redacted]). The payment brought the gas account to a zero balance.
On 11/23/15 was the 1st payment received on the customer’s husband’s account in the amount of $65.69 (check payment).
We apologize for any inconvenience this has caused you in addition to the long delay with resolving your concerns. We appreciate you bringing your experience to our attention so we can better serve our customers in the future. We value you as a customer and will be taking the appropriate measures with our representatives by providing any necessary coaching and/or training.
After review of the account, when the customer made the payment of $1100 it was at a previous address. When the customer moved to the current location the previous balance went with her. ...
The representatives saw that the current order to move wasn't closed as of yet, which is why they informed the customer that there was no shut off at that time. Once the account was set up the customer’s account still had a carried over balance. This was explained to her at the beginning of august. There will be no credits to the account.
Eversource is a utility provider for Electric and Gas service in the states o[redacted] and [redacted] Eversource would not be soliciting for service...
outside of it’s territory. Those calls are possibly scam calls. You can report those calls to your local police department.
After review of the account it was found that the customers meter malfunctioned and the customer was not billed for any usage during the months of 2/3/14 to 7/25/14. Our policy is to estimate...
usage based on the customers previous history during that same time period in an effort to accurately calculate usage charges for the customer. An itemized statement has been sent to the customer via mail. A duplicate copy of the customers July statement that provides a detailed description of the usage charges has also been sent via mail. Customer notes on the account indicate the customer can afford monthly installments of $400. This arrangement will be applied to the account to allow the customer sufficient amount of time to pay the remaining balance.
Complaint: [redacted]
I am rejecting this response because: I HAVE NOT RECIEVED A BILLING STATEMENT. CLEARLY THE ISSUE LIES ON EVERSOURCE. WHEN MY PAYMENTS ARE MADE I RECIEVE CONFIRMATION OF PAYMENT. I CANT CONTROL YOUR EBILLING PROBLEMS. GIVEN THE FACT THAT AFTER PAYING OUT OVER SEVEN HUNDRED DOLLARS IN ONE MONTH AND NOT REVICEVING A BILL TO KNOW WHEN AND HOW MUCH THE NEXT BILL IS.
WHEN A COSTUMER REQUEST TO SPEAK TO A SUPERVISOR THE REQUEST SHOULD BE GRANTED. I WAS TOLD I WOULD HAVE TO BE BUT ON A CALL BACK LIST WHICH WOULD BE 30 MINUTES WHICH I DID NOT RECEIVE UNTIL THE NEXT DAY.
AS FOR THE TECH AS I STATED HE IS NOT WELCOMED ON MY PROPERTY!!!!! I WILL TAKE LEAGAL ACTION IF I SEE HIM ON MY PROPERTY!!!!!
I CANT CONTROL THE US POSTAL SERVICE. I FIND IT HARD TO BELIEVE THAT A DISCONNECT WAS MAILED OUT WHEN THE LAST TWO PAYMENT WERE ON SEPT 16TH AND SEPT 23RD.
WHEN A TECH DOES GO TO A HOME TO COLLECT ON A DISCONNECT THEY TAKE A PAPER CHECK AND WONT DISCONNECT. FOR ALL CUSTOMERS WHO PAY ONLINE AND RECIEVE A CONFIRMATION NUMBER, THE SYSTEM IS UNFAIR AND UNJUST. I WAS WILLING AND ABLE TO MAKE THE PAYMENT BUT HE WOULD NOT EXCEPT IT.
I DO NOT FEEL I SHOULD HAVE TO PAY THOSE FEES. [redacted]
AFTER REVIEW OF THE ACCOUNT, WHEN THE BUDGET IS REVEIWED THE NEW CALCULATION ALWAYS PROJECTS OUT 12 MONTHS FROM THE REVIEW DATE AND CONTINUES TO FACTOR IN THE CURRENT ACTUAL BALANCE. WHEN THE ACCOUNT WAS REVIEWED THE NEW BUDGET WAS NOT PAID AND THE ACCOUNT DROPPED FROM THE BUDGET. NOW IN ORDER...
TO GET BACK ON THE BUDGET THE ACCOUNT MUST BE PAID IN FULL. AS OF TODAY 09/09/2014 THERE IS A PENDING PAYMENT FOR $251. THE PAST DUE AMOUNT IS $564.76. $313.76 WILL NEED TO BE PAID BY 09/18/2014 TO PREVENT A SHUT OFF ON THE ACCOUNT.
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.
Sincerely,
[redacted]
Came back from a week long vacation late Friday night Labor Day weekend. No power. Called Eversource and was informed service was shutoff after 30-days nonpayment. My wife had previously set up auto pay with Eversource. Customer service explained their offices were closed until Tuesday morning for the Labor Day holiday and only staffed for power outages so we must wait for power. My wife tried to explain that she previously set up auto pay Eversource, and that at all times sufficient funds were in her bank account for Eversource to withdraw, but to no avail. Our food rotted, our pool water turned green and our kids will start a new school year "in the dark." We are beyond furious and will subpoena the phone recording of when my wife set up auto pay. I can only imagine how they treat poor people who fall behind in their payments. To turn off power the day before a four-day holiday weekend (Eversource employees were off on Friday as well as Labor Day) and leave a family without any possibility of restoring it for four-days is irresponsible and foreseeably critically dangerous in certain situations. We intend to follow up with the regulatory agency in CT. .
[redacted]
I am rejecting this response because: The meter is not being read properly if Im being charged for other electricity that is not mine, the least the company can do is take the time to look at the meter when the breaker is off, if the rep had a hard time finding the meter how am I supposed to?
Sincere[redacted]
We are very sorry to hear the customer received less than adequate service. The total charges on all customer bills include both supplier and delivery charges. The supply charge is broken down into two...
charges, the Supply Charge and the Sales Services Charge. The delivery charge is broken down into four charges, to include a Customer Service Charge, Delivery Charge, SER Mechanism and Conservation Adjustment Mechanism Charge.
The customer can find a brief description of each individual charge shown under the Supply and Delivery Services Detail on her bills below:
Supply Charges Detail:
Supply Charge: The total purchased gas cost of each unit of natural gas.
Sales Services Charge: The rate associated with the recovery of on-site production and storage plant associated with the provision of gas supply, as well as certain gas supply- related asset costs.
Delivery Charges Detail:
Customer Service Charge: The basic cost of providing service, such as metering, meter reading and billing. A flat rate that depends on customer type (e.g., non-heating vs. heating).
Delivery Charge: The charge to deliver natural gas through the [redacted] distribution system.
SER Mechanism Charge (System Expansion Reconciliation Mechanism): The SER reflects the surplus or shortfall in the amount collected by Eversource to expand natural gas distribution in [redacted]
Conservation Adjustment Mechanism: Funds the expansion of conservation programs and to make them available to all customers, not just income-eligible customers.
Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted]y. We hope the customer finds this information helpful. As a reference the customer may refer to our website for further explanation of charges at [redacted]
Complaint: [redacted]
I am rejecting this response because:
Date Sent: 9/16/2015 9:21:53 PM Complaint: [redacted] I am rejecting this response because: I don't know what police report they are reading but the one I have states my estranged mother used my identification without my permission (for which she stole) and there is no mention of me moving or intending on moving at this address. Just because she is my biological mother does not mean that she automatically has a right to use my information. We do not speak due to her substance abuse. I would prosecute if I could find her. She has no address and has basically disappeared. If they wish to hire a PI to locate her by all means. Also I am still waiting for the copy of the recording when services were ordered. I know for a fact that all calls are recorded. If I need to subpoena this information than please advise. Sincerely, Christopher F[redacted]
Sincerely,
Christopher F[redacted]
After a review, the account shows the customer called on 09/28/15 after the...
close of business day to request service be transferred therefore was instructed to call back on 09/29/15 during normal business hours. The account shows no additional contact by the customer until 10/02/15. On 10/02/15 the customer also called after close of business day therefore was instructed to call back today 10/05/15 to request service. Eversource does not have availability to provide same day service therefore service restoral is scheduled for tomorrow 10/06/15.
The website bill pay feature is NOT user friendly, as of 10/2/15.
The electronic bill pay option online currently requires one to input the account number and other account info even after one is logged on to the secure website, after being signed up for the paperless bill pay option, and after getting (and responding through the link from) the email notice of a bill to be paid.
I signed up for paperless billing with the sales rep when I opened the account, by phone. I expected that her signing me up for electronic billing would have included my new account number. Apparently NOT.
I'm a new customer; I have no idea what, or where on the website, my account number might be.
I'm going back to paper billing.
I wish I had known to have stayed with paper billing all along.
This experience has not improved my day or my opinion of where Eversource is choosing to spend it's maintenance budget. A modern, 21st century customer website interface is essential in these times. It is no longer an add-on, second tier service, meant to buff up the company's appearance. It is an essential. I sincerely hope they remedy this oversight without delay. THEN I will happily rejoin the paperless electronic billing system.
May it come soon.
Complaint: [redacted]
I am rejecting this response because:
when the first payment made by a Credit Card it was rejected at the same time I used the another Credit card that was approved.
Then they gave a Confirmation number and said that they removed the disconnection order from the system. Immediately I contacted the Mechanic to give the confirmation number at that time he already disconnected the power. His courtesy was only 10 minutes to make the payment but, ten minutes not enough to reach the right department over the phone. Finally, we got the power on 05/13/16 around 9 O'clock AM after 21 hours. We faced a loss of $6000 for the dairy and other perishable products.
Sincerely,
[redacted]
A review of the account shows, as of today (12/17/15) two payments ($127.39 and $228.81) were credited to the customer’s account totaling $356.20. In addition, two late payment charges have been removed ($3.58 and...
$1.27) totaling $4.85. The customer’s account is now current with a balance of $296.94 due on 01/13/2016. We apologize for any inconvenience this may have caused you.
A review of your account shows the outstanding balance is for electric service you had at [redacted] CT. There is no record of your...
calling to end the service at that location or to provide a forwarding mailing address. The bills were being sent to the service address and there is no record of the bills being returned by the [redacted]. The last payment received on the account was 3/13/2015. The service ended in your name as of 4/30/2015 due to a new tenant calling to assume billing responsibilities as of that date, for that location. For those reasons we are unable to remove any derogatory remark from your credit report.