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 rateThis adjustment may result in either a credit or debitTo 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 questionThe adjusted amount has been credited to the customer’s accountWe sincerely apologize for the inconvenience this has caused
After reviewing the account, our records indicate the customer called to process a payment on Thursday, April 30th around 12:PMBecause the customer was not at the location to verify whether the power was on or off, a Credit representative informed the customer that an attempt to cancel the disconnect order will be made, however this is not a guarantee because the service may already be offThe customer was instructed to place a call back to Credit if she found the power was off when she returned to the locationOn Friday, May 1st around 2:PM, the customer called Credit to process a reconnect order because the service was off at her location Credit advised the customer we would make every effort to reconnect the service that day, but there was no guarantee The customer’s electric service was reconnected on May 4,
The worst account registration and web payment process I have ever experiencedI spend over hour trying to create an accountThen I called the automated system and it kept on kicking me outWhat a pitiful company
The deposit of $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 checkThe check will be mailed in business days (on 04/13/16)
The website bill pay feature is NOT user friendly, as of 10/2/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 paidI signed up for paperless billing with the sales rep when I opened the account, by phoneI expected that her signing me up for electronic billing would have included my new account numberApparently NOTI'm a new customer; I have no idea what, or where on the website, my account number might beI'm going back to paper billingI wish I had known to have stayed with paper billing all alongThis experience has not improved my day or my opinion of where Eversource is choosing to spend it's maintenance budgetA modern, 21st century customer website interface is essential in these timesIt is no longer an add-on, second tier service, meant to buff up the company's appearanceIt is an essentialI sincerely hope they remedy this oversight without delayTHEN I will happily rejoin the paperless electronic billing systemMay it come soon
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 fewThe account shows an increase in electricity beginning with the 07/11/billing statement (kWh used) thru 09/09/(kWh used)The 06/09/billing statement the customer used kWhThe billing statement dated 10/07/shows the customer’s usage has decreased (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 useWas 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 desiredOur Customer Service Representatives can be reached Monday-Friday from a.m to p.m at [redacted] and are happy to assist the customer with their energy questions and concerns
AFTER REVIEW OF THE ACCOUNT CL&P HAS DETERMINED THE METER SITUATION AT THIS LOCATION REQUIRES FURTHER INVESTIGATIONA COMPANY REPRESENTATIVE WILL CONTACT THE CUSTOMER TO SCHEDULE AN APPOINTMENT TO VISIT THE SITECL&P NEEDS TO VERIFY THE ELECTRIC METER THAT SERVES [redacted] **, LOWER APT, [redacted] ** IS FOR THE EXCLUSIVE USE OF THE UNIT
Upon review of the customer’s account, the first record of the customer calling Eversource (formerly ***) to advise he was no longer the property owner was 3/27/Because the new owner had not called to take over the electric service the billing continued in the customer’s nameEversource was able to speak with the new property owner who accepted billing responsibility as of 3/24/We will adjust the customer’s bill to reflect a final bill date of 3/24/We will mail the adjusted bill to the customer
Complaint: [redacted] I am rejecting this response because: I called to set up service and while I was told to contact the solar department to let them know that I had solar panels, not to set an account then, in fact the person I spoke to took my social security number and said I was all set except I would still have the solar department bc by the time I had called the department was closedPriot owner called to cancel and was told my information was in the systemYet someone came to turn her power off, but no one thought of electricity for the new tenants? By the time I am writing this my wife is informing that crew have arrived and turned in powerThis is all we wanted Sincerely, * [redacted]
Yesterday I had to speak to maybe five different representatives and none of them could help me today I called and the lady I spoke to was so nice and helped me automatically, its a shame I didn't get her name, so nice and respectful!
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
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 [redacted] that have been force to pay $to have power reconnected due to these unfair processes and practices This policy unfairly targets lower income peopleThat whenever Eversource withholds funds, that the information is clearly included on all monthly billsThat 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]
The customer’s concerns were forwarded to the Eversource Streetlight Department on 09/25/as a priorityAs of 09/29/all three streetlights have been restored to units *, [redacted] and ***We apology for any inconvenience this may have caused you and we appreciate you bringing this to our attention
A review of the account shows termination notices were sent to the customer on April 27, and May 5, 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/Once our mechanic is dispatched to the service address there instructions are to disconnect serviceAs 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 rejectedDue to other scheduled appointments, our mechanic had to disconnect service and continue on to his other appointmentsIn the event service is terminated, the reconnection of service is scheduled for the next business dayUnfortunately we do not have availability to honor same day appointmentsThe reconnection of service is scheduled for today 05/13/
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 customer’s account shows a Supervisor in our Customer Service Department has spoken with the customer and resolved the concerns as of today 11/16/(10:AM)A late payment charge of $plus the returned payment fee of $has been removed from the customer’s accountThe customer is not enrolled for automatic payments at this time
Eversource received the customer’s sales contract today, November 3, and will expedite the installation within the next two weeks Eversource typically has a backlog of service requests in the weeks preceding the heating season and we are working to resolve that backlog We contacted the Construction Department and requested that the cost to serve be expeditedSales and Construction worked together to review and revise the cost to serve for the customer and we are able to provide gas service to the customer's home at no cost Eversource apologizes for any inconvenience experienced by the customer and appreciates the opportunity to exp***n our resolution to this situation
I contacted this company with a question on June 22, it is now June 24, and I have talked with at least 6-different customer service agents from this companyOne 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 talkingSecondly I asked to speak with a supervisor on June 22, and today June 24th, 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 callLastly 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,
Complaint: [redacted] I am rejecting this response because: So in other words Eversource is refusing to prove that they actually send someone to read the meters Please tell me how this is servicing the customer and the ridiculous logic that Eversource is trying to force feed down customers throats is, whatever they bill someone is legitimate as long as they send me a statement in the mail So I can be billed $2,next month and as long as I receive a statement in the mail then this is what I owe? I am going on the record in this complaint as as I told Nicole on the phone last week I am DOCUMENTING everything going forward, including this winters fraudulent criminal bills I will receive from this MOBSTER runned companyI am winterizing my house again and the only running appliance will be my refrigerator Let's see if I get another $electric bill I want Eversource to leave a receipt on my door each month PROVING that they are actually reading my meter but they won't do it because they are not reading my meter using this feet away drive by reading excuse for a reason that no one buys!! Additonally I want them to provide me information on how I can read my meter and match it up to these OVERCHARGED bills they keep sending me I also want Eversource to repond to me and tell me how my electric bill fluctuates between $and $when there is NO ONE at the house The electricity used is the same Is Eversource trying to tell me that my house has a mind of its own and it runs electricity by itself and on its own intiative during the winter months? All Eversource tells me is that the electricity is being used Okay I want Eversource to tell me why my electric bill fluctuates if no one is there?? It should be the same each and EVERY monthso if in winter I am being charged $with no heat running because my house is vacant I should be having a bill of $each and every month not like last month when it was $ As stated before, Eversource's own employees have told me that it is a common practice for them to bill arbitrarily based on a season and when winter comes they automatically charge people more money as is obvious by what I am experiencing with this company Sincerely, Robert Simmons
AFTER REVIEW OF THE ACCOUNT, YOU WOULD HAVE TO QUALIFY FOR WINTER PROTECTION TO AVOID BEING SHUT OFF FROM NOVEMBER TO MAY 1ST BASED ON NOTES ON THE ACCOUNT THIS CUSTOMER IS OVER INCOME FOR THAT OR ANY PROGRAMS LOOKING AT THE ARRANGEMENT, WE CAN OFFER THE CUSTOMER TO PAY $PER MONTH STARTING ON APRIL 30,
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 rateThis adjustment may result in either a credit or debitTo 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 questionThe adjusted amount has been credited to the customer’s accountWe sincerely apologize for the inconvenience this has caused
After reviewing the account, our records indicate the customer called to process a payment on Thursday, April 30th around 12:PMBecause the customer was not at the location to verify whether the power was on or off, a Credit representative informed the customer that an attempt to cancel the disconnect order will be made, however this is not a guarantee because the service may already be offThe customer was instructed to place a call back to Credit if she found the power was off when she returned to the locationOn Friday, May 1st around 2:PM, the customer called Credit to process a reconnect order because the service was off at her location Credit advised the customer we would make every effort to reconnect the service that day, but there was no guarantee The customer’s electric service was reconnected on May 4,
The worst account registration and web payment process I have ever experiencedI spend over hour trying to create an accountThen I called the automated system and it kept on kicking me outWhat a pitiful company
The deposit of $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 checkThe check will be mailed in business days (on 04/13/16)
The website bill pay feature is NOT user friendly, as of 10/2/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 paidI signed up for paperless billing with the sales rep when I opened the account, by phoneI expected that her signing me up for electronic billing would have included my new account numberApparently NOTI'm a new customer; I have no idea what, or where on the website, my account number might beI'm going back to paper billingI wish I had known to have stayed with paper billing all alongThis experience has not improved my day or my opinion of where Eversource is choosing to spend it's maintenance budgetA modern, 21st century customer website interface is essential in these timesIt is no longer an add-on, second tier service, meant to buff up the company's appearanceIt is an essentialI sincerely hope they remedy this oversight without delayTHEN I will happily rejoin the paperless electronic billing systemMay it come soon
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 fewThe account shows an increase in electricity beginning with the 07/11/billing statement (kWh used) thru 09/09/(kWh used)The 06/09/billing statement the customer used kWhThe billing statement dated 10/07/shows the customer’s usage has decreased (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 useWas 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 desiredOur Customer Service Representatives can be reached Monday-Friday from a.m to p.m at [redacted] and are happy to assist the customer with their energy questions and concerns
AFTER REVIEW OF THE ACCOUNT CL&P HAS DETERMINED THE METER SITUATION AT THIS LOCATION REQUIRES FURTHER INVESTIGATIONA COMPANY REPRESENTATIVE WILL CONTACT THE CUSTOMER TO SCHEDULE AN APPOINTMENT TO VISIT THE SITECL&P NEEDS TO VERIFY THE ELECTRIC METER THAT SERVES [redacted] **, LOWER APT, [redacted] ** IS FOR THE EXCLUSIVE USE OF THE UNIT
Upon review of the customer’s account, the first record of the customer calling Eversource (formerly ***) to advise he was no longer the property owner was 3/27/Because the new owner had not called to take over the electric service the billing continued in the customer’s nameEversource was able to speak with the new property owner who accepted billing responsibility as of 3/24/We will adjust the customer’s bill to reflect a final bill date of 3/24/We will mail the adjusted bill to the customer
Complaint: [redacted] I am rejecting this response because: I called to set up service and while I was told to contact the solar department to let them know that I had solar panels, not to set an account then, in fact the person I spoke to took my social security number and said I was all set except I would still have the solar department bc by the time I had called the department was closedPriot owner called to cancel and was told my information was in the systemYet someone came to turn her power off, but no one thought of electricity for the new tenants? By the time I am writing this my wife is informing that crew have arrived and turned in powerThis is all we wanted Sincerely, * [redacted]
Yesterday I had to speak to maybe five different representatives and none of them could help me today I called and the lady I spoke to was so nice and helped me automatically, its a shame I didn't get her name, so nice and respectful!
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
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 [redacted] that have been force to pay $to have power reconnected due to these unfair processes and practices This policy unfairly targets lower income peopleThat whenever Eversource withholds funds, that the information is clearly included on all monthly billsThat 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]
The customer’s concerns were forwarded to the Eversource Streetlight Department on 09/25/as a priorityAs of 09/29/all three streetlights have been restored to units *, [redacted] and ***We apology for any inconvenience this may have caused you and we appreciate you bringing this to our attention
A review of the account shows termination notices were sent to the customer on April 27, and May 5, 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/Once our mechanic is dispatched to the service address there instructions are to disconnect serviceAs 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 rejectedDue to other scheduled appointments, our mechanic had to disconnect service and continue on to his other appointmentsIn the event service is terminated, the reconnection of service is scheduled for the next business dayUnfortunately we do not have availability to honor same day appointmentsThe reconnection of service is scheduled for today 05/13/
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 customer’s account shows a Supervisor in our Customer Service Department has spoken with the customer and resolved the concerns as of today 11/16/(10:AM)A late payment charge of $plus the returned payment fee of $has been removed from the customer’s accountThe customer is not enrolled for automatic payments at this time
Eversource received the customer’s sales contract today, November 3, and will expedite the installation within the next two weeks Eversource typically has a backlog of service requests in the weeks preceding the heating season and we are working to resolve that backlog We contacted the Construction Department and requested that the cost to serve be expeditedSales and Construction worked together to review and revise the cost to serve for the customer and we are able to provide gas service to the customer's home at no cost Eversource apologizes for any inconvenience experienced by the customer and appreciates the opportunity to exp***n our resolution to this situation
I contacted this company with a question on June 22, it is now June 24, and I have talked with at least 6-different customer service agents from this companyOne 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 talkingSecondly I asked to speak with a supervisor on June 22, and today June 24th, 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 callLastly 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,
Complaint: [redacted] I am rejecting this response because: So in other words Eversource is refusing to prove that they actually send someone to read the meters Please tell me how this is servicing the customer and the ridiculous logic that Eversource is trying to force feed down customers throats is, whatever they bill someone is legitimate as long as they send me a statement in the mail So I can be billed $2,next month and as long as I receive a statement in the mail then this is what I owe? I am going on the record in this complaint as as I told Nicole on the phone last week I am DOCUMENTING everything going forward, including this winters fraudulent criminal bills I will receive from this MOBSTER runned companyI am winterizing my house again and the only running appliance will be my refrigerator Let's see if I get another $electric bill I want Eversource to leave a receipt on my door each month PROVING that they are actually reading my meter but they won't do it because they are not reading my meter using this feet away drive by reading excuse for a reason that no one buys!! Additonally I want them to provide me information on how I can read my meter and match it up to these OVERCHARGED bills they keep sending me I also want Eversource to repond to me and tell me how my electric bill fluctuates between $and $when there is NO ONE at the house The electricity used is the same Is Eversource trying to tell me that my house has a mind of its own and it runs electricity by itself and on its own intiative during the winter months? All Eversource tells me is that the electricity is being used Okay I want Eversource to tell me why my electric bill fluctuates if no one is there?? It should be the same each and EVERY monthso if in winter I am being charged $with no heat running because my house is vacant I should be having a bill of $each and every month not like last month when it was $ As stated before, Eversource's own employees have told me that it is a common practice for them to bill arbitrarily based on a season and when winter comes they automatically charge people more money as is obvious by what I am experiencing with this company Sincerely, Robert Simmons
AFTER REVIEW OF THE ACCOUNT, YOU WOULD HAVE TO QUALIFY FOR WINTER PROTECTION TO AVOID BEING SHUT OFF FROM NOVEMBER TO MAY 1ST BASED ON NOTES ON THE ACCOUNT THIS CUSTOMER IS OVER INCOME FOR THAT OR ANY PROGRAMS LOOKING AT THE ARRANGEMENT, WE CAN OFFER THE CUSTOMER TO PAY $PER MONTH STARTING ON APRIL 30,