We apologize for any inconvenience this has caused the customer. Our Program Manager, Jeanne M [redacted] will be in touch with the customer as soon as possible to further discuss the customers concerns....
Dear Revdex.com: Thank you for allowing the opportunity to respond to [redacted] inquiry regarding the electric service provided to [redacted] *n C [redacted] *omplaint is that he received a September electric bill for a cost of $ The September bill is comprised of the outstanding August bill of $and the September bill of $for a total cost of $ The August bill was unpaid and the balance was carried into the September bill If I can be of additional assistance, please call me at [redacted] Very truly yours, M [redacted] Regulatory Relations Specialist
A review of our records show that a disconnect notice was mailed to the customer on May 4, There is no indication that the mailed notice was returned as undeliverable by the [redacted] [redacted] Security deposits are collected from residential customers who have been disconnected for non-paymentThe security deposit is refunded after months, providing the customer makes their monthly payments by the requested due date
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 $will be issued a refund check Eversource will also give the customer a $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
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER HAS EXPERIENCED INCREASED BILLING STATEMENTS FOR THE JANUARY AND FEBRUARY BILLING PERIODSTHIS IS ATTRIBUTED TO BOTH THE DECREASE IN WEATHER DEGREES REQUIRING AN INCREASE IN USAGE AS WELL AS AN INCREASE IN THE SERVICE RATE THAT WENT INTO EFFECT ON 1/1/EVERSOURCE OFFERS MANY PROGRAMS TO HELP COMBAT INCREASED BILLING STATEMENTS DURING THE WINTER MONTHSDETAILED DESCRIPTIONS OF SUCH PROGRAMS ARE LOCATED ON THE EVERSOURCE.COM WEB PAGECUSTOMERS CAN ALSO CALL THE CUSTOMER SERVICE DEPARTMENT AND SPEAK TO A HIGH BILL SPECIALIST TO FURTHER DISCUSS HIGH BILL CONCERNS AT [redacted]
After a review, the account shows the customer called on 09/28/after the close of business day to request service be transferred therefore was instructed to call back on 09/29/during business hoursThe account shows no additional contact by the customer until 10/02/On 10/02/the customer also called after close of business day therefore was instructed to call back today 10/05/to request serviceEversource does not have availability to provide same day service therefore service restoral is scheduled for tomorrow 10/06/
I submitted a complaint on or about Jan re Eversource and the tree removal experience We have since resolved the matter and I wanted to let you know so you don’t expend any further effort on itOnce I got to the right person, Eversource did a great job following upThank you! Sincerely, [redacted] **
Worst Electric provider ive hadIt used to be ***, which was am amazing company with great customer servicePlus rates were greatAs soon as Eversource came in and replaced them my bill has doubled and customer service is like a mazeyou get nowhere besides frustratedI just got another notice saying my rates will be increasing againneedless to say I will be investing in solar and they can pay me every month
Dear Revdex.com: Thank you for your inquiry regarding this account Eversource experienced equipment malfunction and performed temporary repairs After the investigation was conducted during the outage it was determined that additional work was needed to repair the infrastructure Eversource did perform subsequent maintenance work and the repair was completed Thank you for allowing the opportunity to provide an explanation Very truly yours, Mary Ellen M [redacted] Regulatory Relations Specialist Eversource [redacted]
Complaint: [redacted] I am rejecting this response because: From: [redacted] [ [redacted] ] Sent: Thursday, July 16, 12:PMTo: [redacted] Subject: RE: You have a New Message from Revdex.com Serving [redacted] Regarding Complaint # [redacted] Exactly there running me around.same people did it with cable they took care of it.the officer I filed report with spoke with her also.melinda or [redacted] told me it wouldnt go on credit while it was investigated.I did n sent everything they askedplease help Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I was overcharged throughout last year approximately $dollarsThis resulted in a positive creditPart of the adjustment period Eversource is quoting is from I do not understand how the company can say they undercharged me when in fact I was overchargedAlthe usage graph they sent me, the usage was tripled in the month of September I do not turn the heat on until at least OctoberSo-this is impossible my usage was this highThis was also the first month they started "adjusting"FinalI was in fact being undercharged most of last year, why has it taken this long to realize this was happening? It just doesn't make much senseFurthermothe charges were too low throughout the year, why was it not adjusted monthly rather than waiting to charge a customer with an $800+ bill Sincerely, [redacted] ***
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: when the first payment made by a Credit Card it was rejected at the same time I used the another Credit card that was approvedThen they gave a Confirmation number and said that they removed the disconnection order from the systemImmediately I contacted the Mechanic to give the confirmation number at that time he already disconnected the powerHis courtesy was only minutes to make the payment but, ten minutes not enough to reach the right department over the phoneFinally, we got the power on 05/13/around O'clock AM after hoursWe faced a loss of $for the dairy and other perishable products Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I am appreciative of the zero balance and the apology But, I would like a letter sent to the credit bureaus stating that sending my account to collection was in errorThen I will be completely satisfied Sincerely, [redacted]
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 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 signal is captured from a couple hundred feet away The readings are sent electronically to our computer system to calculate the customer’s monthly bill Eversource is regulated by the Public Utilities Regulatory Authority (PURA) which requires Eversource to read customer’s meters once a month however due to the automatic meter reading technology Eversource is not required to take meter readings outside of the company vehicle In regards to the security deposit a review of the account shows the termination of service took place on 11/05/ 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 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) Accrued interest is automatically applied to the customer’s standard billing account annually in January @ 1.5% interestOur records show interest of $was applied to the customers billing account on 01/05/and $was applied on 01/05/Since the security deposit was assessed on 11/06/14, the customer has had late payment charges therefore the customer is not eligible for a refund at this time
A review of the account shows a termination notice was sent to the customer on 06/19/15 for a disconnection date of 07/05/15 for the amount of the customer’s delinquent balance of... $784.63. 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 07/14/2015. The due date of 07/17/15 on the customers 06/19/15 billing statement is for the current charges of $303.38. In the event a customer’s service is turned off for non-payment and they do not have verification of hardship, we require the customer to pay a security deposit and the delinquent balance to have their service restored. The amount of the security deposit is calculated based on the two highest consecutive bills from the past year. The average from those two months is then recalculated for a 45 day period. The deposit is held until the customer establishes 12 consecutive months of good payment history (no late payments). Accrued interest is automatically applied to the customer’s standard billing account annually in January @ 1.5% interest. Our records indicate a reconnection request was made for the customer’s service address therefore service was reconnected on 07/16/15.
AFTER REVIEW OF THE ACCOUNT NO CONTACT WAS MADE TO THE CUSTOMER SERVICE DEPARTMENT BY EITHER THE NEW TENANT OR PROPERTY MANAGEMENT COMPANY TO DISCUSS TERMINATION OR TRANSFER OF SERVICETHE PROPERTY MANAGEMENT COMPANY MADE CONTACT WITH THE CUSTOMER SERVICE DEPARTMENT ON 2/24/2015, AT THAT TIME THE PROPERTY MANAGEMENT COMPANY STATED A TENANT WAS RESIDING AT THE LOCATIONPER COMPANY POLICY, A VACANT DWELLING -LANDLORD REQUEST TO DISCONNECT LETTER OR A LANDLORD - OCCUPANT CONSENT LETTER MUST BE ISSUED SIGNED AND RETURNED BEFORE SERVICE CAN BE TERMINATEDNO PUBLIC SERVICE COMPANY OR ELECTRIC SUPPLIER SHALL, AT THE REQUEST OF ANY SUCH OWNER TERMINATE SERVICES WITH RESPECT TO ANY SUCH LEASED OR RENTED PROPERTY UNLESS THE OWNER OR LESSOR FURNISHES A STATEMENT SIGNED BY THE LESSEE AGREEING TO SUCH TERMINATION OR A NOTARIZED STATEMENT SIGNED BY THE LESSOR TO THE EFFECT THAT THE PREMISES ARE VACANTTHE PROPERTY MANAGEMENT COMPANY WAS ADVISED OF THIS POLICYTHE PROPERTY MANAGEMENT COMPANY WAS ALSO ADVISED THAT THE TENANT CAN CALL IN AND ACCEPT SERVICE AS OF THE MOVE IN DATE AT WHICH POINT THE BILLING STATEMENTS WOULD BE PRORATEDTHE CUSTOMER MAY CONTACT THE CUSTOMER SERVICE DEPARTMENT AT [redacted] SHOULD SHE HAVE ADDITIONAL QUESTIONS OR CONCERNS
A review of the account shows the representative informed the customer that there would be a fee of $to process the customer’s payment via credit card however informed it would in fact be waivedDue to the company error, we will be refunding the customer the $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 mailThe check will take approximately 2-weeks to receiveThe mailing address on file for the customer is the same as the service addressIf 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
The account was originally disconnected because there was usage on the meter and no billing party The customer had entered a move in order via the web on the wrong locationIt was not disconnected in error A disconnect notice was mailed on 9/28/ The customer did not contact Eversource to make arrangements prior to the disconnect date The account was disconnected and the collection and reconnect fee's will not be waived The disconnection was valid and require a technician to visit the location to disconnect and reconnect
After extensive investigation it was determined the address was being changed from software updates from the [redacted] The [redacted] has an address change on file to forward mail to the non-customer with a similar name in [redacted] The address has been changed again and is being manually monitored by a representative They reached out to the customer to explain the issue and resolution
We apologize for any inconvenience this has caused the customer. Our Program Manager, Jeanne M [redacted] will be in touch with the customer as soon as possible to further discuss the customers concerns....
Dear Revdex.com: Thank you for allowing the opportunity to respond to [redacted] inquiry regarding the electric service provided to [redacted] *n C [redacted] *omplaint is that he received a September electric bill for a cost of $ The September bill is comprised of the outstanding August bill of $and the September bill of $for a total cost of $ The August bill was unpaid and the balance was carried into the September bill If I can be of additional assistance, please call me at [redacted] Very truly yours, M [redacted] Regulatory Relations Specialist
A review of our records show that a disconnect notice was mailed to the customer on May 4, There is no indication that the mailed notice was returned as undeliverable by the [redacted] [redacted] Security deposits are collected from residential customers who have been disconnected for non-paymentThe security deposit is refunded after months, providing the customer makes their monthly payments by the requested due date
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 $will be issued a refund check Eversource will also give the customer a $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
AFTER REVIEW OF THE ACCOUNT THE CUSTOMER HAS EXPERIENCED INCREASED BILLING STATEMENTS FOR THE JANUARY AND FEBRUARY BILLING PERIODSTHIS IS ATTRIBUTED TO BOTH THE DECREASE IN WEATHER DEGREES REQUIRING AN INCREASE IN USAGE AS WELL AS AN INCREASE IN THE SERVICE RATE THAT WENT INTO EFFECT ON 1/1/EVERSOURCE OFFERS MANY PROGRAMS TO HELP COMBAT INCREASED BILLING STATEMENTS DURING THE WINTER MONTHSDETAILED DESCRIPTIONS OF SUCH PROGRAMS ARE LOCATED ON THE EVERSOURCE.COM WEB PAGECUSTOMERS CAN ALSO CALL THE CUSTOMER SERVICE DEPARTMENT AND SPEAK TO A HIGH BILL SPECIALIST TO FURTHER DISCUSS HIGH BILL CONCERNS AT [redacted]
After a review, the account shows the customer called on 09/28/after the close of business day to request service be transferred therefore was instructed to call back on 09/29/during business hoursThe account shows no additional contact by the customer until 10/02/On 10/02/the customer also called after close of business day therefore was instructed to call back today 10/05/to request serviceEversource does not have availability to provide same day service therefore service restoral is scheduled for tomorrow 10/06/
I submitted a complaint on or about Jan re Eversource and the tree removal experience We have since resolved the matter and I wanted to let you know so you don’t expend any further effort on itOnce I got to the right person, Eversource did a great job following upThank you! Sincerely, [redacted] **
Worst Electric provider ive hadIt used to be ***, which was am amazing company with great customer servicePlus rates were greatAs soon as Eversource came in and replaced them my bill has doubled and customer service is like a mazeyou get nowhere besides frustratedI just got another notice saying my rates will be increasing againneedless to say I will be investing in solar and they can pay me every month
Dear Revdex.com: Thank you for your inquiry regarding this account Eversource experienced equipment malfunction and performed temporary repairs After the investigation was conducted during the outage it was determined that additional work was needed to repair the infrastructure Eversource did perform subsequent maintenance work and the repair was completed Thank you for allowing the opportunity to provide an explanation Very truly yours, Mary Ellen M [redacted] Regulatory Relations Specialist Eversource [redacted]
Complaint: [redacted] I am rejecting this response because: From: [redacted] [ [redacted] ] Sent: Thursday, July 16, 12:PMTo: [redacted] Subject: RE: You have a New Message from Revdex.com Serving [redacted] Regarding Complaint # [redacted] Exactly there running me around.same people did it with cable they took care of it.the officer I filed report with spoke with her also.melinda or [redacted] told me it wouldnt go on credit while it was investigated.I did n sent everything they askedplease help Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I was overcharged throughout last year approximately $dollarsThis resulted in a positive creditPart of the adjustment period Eversource is quoting is from I do not understand how the company can say they undercharged me when in fact I was overchargedAlthe usage graph they sent me, the usage was tripled in the month of September I do not turn the heat on until at least OctoberSo-this is impossible my usage was this highThis was also the first month they started "adjusting"FinalI was in fact being undercharged most of last year, why has it taken this long to realize this was happening? It just doesn't make much senseFurthermothe charges were too low throughout the year, why was it not adjusted monthly rather than waiting to charge a customer with an $800+ bill Sincerely, [redacted] ***
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: when the first payment made by a Credit Card it was rejected at the same time I used the another Credit card that was approvedThen they gave a Confirmation number and said that they removed the disconnection order from the systemImmediately I contacted the Mechanic to give the confirmation number at that time he already disconnected the powerHis courtesy was only minutes to make the payment but, ten minutes not enough to reach the right department over the phoneFinally, we got the power on 05/13/around O'clock AM after hoursWe faced a loss of $for the dairy and other perishable products Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I am appreciative of the zero balance and the apology But, I would like a letter sent to the credit bureaus stating that sending my account to collection was in errorThen I will be completely satisfied Sincerely, [redacted]
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 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 signal is captured from a couple hundred feet away The readings are sent electronically to our computer system to calculate the customer’s monthly bill Eversource is regulated by the Public Utilities Regulatory Authority (PURA) which requires Eversource to read customer’s meters once a month however due to the automatic meter reading technology Eversource is not required to take meter readings outside of the company vehicle In regards to the security deposit a review of the account shows the termination of service took place on 11/05/ 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 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) Accrued interest is automatically applied to the customer’s standard billing account annually in January @ 1.5% interestOur records show interest of $was applied to the customers billing account on 01/05/and $was applied on 01/05/Since the security deposit was assessed on 11/06/14, the customer has had late payment charges therefore the customer is not eligible for a refund at this time
A review of the account shows a termination notice was sent to the customer on 06/19/15 for a disconnection date of 07/05/15 for the amount of the customer’s delinquent balance of... $784.63. 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 07/14/2015. The due date of 07/17/15 on the customers 06/19/15 billing statement is for the current charges of $303.38. In the event a customer’s service is turned off for non-payment and they do not have verification of hardship, we require the customer to pay a security deposit and the delinquent balance to have their service restored. The amount of the security deposit is calculated based on the two highest consecutive bills from the past year. The average from those two months is then recalculated for a 45 day period. The deposit is held until the customer establishes 12 consecutive months of good payment history (no late payments). Accrued interest is automatically applied to the customer’s standard billing account annually in January @ 1.5% interest. Our records indicate a reconnection request was made for the customer’s service address therefore service was reconnected on 07/16/15.
AFTER REVIEW OF THE ACCOUNT NO CONTACT WAS MADE TO THE CUSTOMER SERVICE DEPARTMENT BY EITHER THE NEW TENANT OR PROPERTY MANAGEMENT COMPANY TO DISCUSS TERMINATION OR TRANSFER OF SERVICETHE PROPERTY MANAGEMENT COMPANY MADE CONTACT WITH THE CUSTOMER SERVICE DEPARTMENT ON 2/24/2015, AT THAT TIME THE PROPERTY MANAGEMENT COMPANY STATED A TENANT WAS RESIDING AT THE LOCATIONPER COMPANY POLICY, A VACANT DWELLING -LANDLORD REQUEST TO DISCONNECT LETTER OR A LANDLORD - OCCUPANT CONSENT LETTER MUST BE ISSUED SIGNED AND RETURNED BEFORE SERVICE CAN BE TERMINATEDNO PUBLIC SERVICE COMPANY OR ELECTRIC SUPPLIER SHALL, AT THE REQUEST OF ANY SUCH OWNER TERMINATE SERVICES WITH RESPECT TO ANY SUCH LEASED OR RENTED PROPERTY UNLESS THE OWNER OR LESSOR FURNISHES A STATEMENT SIGNED BY THE LESSEE AGREEING TO SUCH TERMINATION OR A NOTARIZED STATEMENT SIGNED BY THE LESSOR TO THE EFFECT THAT THE PREMISES ARE VACANTTHE PROPERTY MANAGEMENT COMPANY WAS ADVISED OF THIS POLICYTHE PROPERTY MANAGEMENT COMPANY WAS ALSO ADVISED THAT THE TENANT CAN CALL IN AND ACCEPT SERVICE AS OF THE MOVE IN DATE AT WHICH POINT THE BILLING STATEMENTS WOULD BE PRORATEDTHE CUSTOMER MAY CONTACT THE CUSTOMER SERVICE DEPARTMENT AT [redacted] SHOULD SHE HAVE ADDITIONAL QUESTIONS OR CONCERNS
A review of the account shows the representative informed the customer that there would be a fee of $to process the customer’s payment via credit card however informed it would in fact be waivedDue to the company error, we will be refunding the customer the $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 mailThe check will take approximately 2-weeks to receiveThe mailing address on file for the customer is the same as the service addressIf 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
The account was originally disconnected because there was usage on the meter and no billing party The customer had entered a move in order via the web on the wrong locationIt was not disconnected in error A disconnect notice was mailed on 9/28/ The customer did not contact Eversource to make arrangements prior to the disconnect date The account was disconnected and the collection and reconnect fee's will not be waived The disconnection was valid and require a technician to visit the location to disconnect and reconnect
After extensive investigation it was determined the address was being changed from software updates from the [redacted] The [redacted] has an address change on file to forward mail to the non-customer with a similar name in [redacted] The address has been changed again and is being manually monitored by a representative They reached out to the customer to explain the issue and resolution