A review of the customer’s account shows on 07/27/15, the customer processed a payment of $100 with our representative for the electric service account and was informed the Matching Payment Program would be reinstated. We regret to inform you that the customer was misinformed as the customer’s...
electric service account is not eligible for the Matching Payment Program. As a result, the New Start Program was offered to the customer for $85 a month with an additional $725 down payment. We apologize for any inconvenience this may have caused.
Due to the oversight by our representative, the customer’s account has been reinstated in the New Start program for $85 a month with no additional down payment and is protected from disconnection.
A review of the account shows termination notices were sent to the customer on 09/02/15 and 09/23/15 with a disconnection date of 09/30/15. We have no record of any return mail from the postal service and no record of a payment or payment agreement established on the customer’s account prior to the...
termination date of 10/01/15. When the customer called on 10/01/15 to process payment for service restoral the customer was in deed advised that the service would be restored that same day. We apologize for any inconvenience this may have caused you. The representative should have made you aware that there was no guarantee of a same day restoration. When payments are made prior to 3:00 P.M, representatives are permitted to issue a same day reconnection however should be setting the customer’s expectation that there is no guarantee as this is dependent upon our mechanics availability out in the field. The representative should have explained to the customer if availability did not allow for a same day reconnection, then service would be restored on the next business day. Thank you for bringing this to our attention so we can provide the proper coaching to the representative. We have waived the $30 reconnection fee that was applied to the customer’s account. We appreciate the opportunity to serve you and value you as our customer.
Eversource has made several attempts to discuss the customers concerns but has not received a call back from the customer. Please call 800-[redacted] to speak with a supervisor.
AFTER REVIEW OF THE ACCOUNT, PAYMENT CAME BACK TWICE. THE FIRST TIME THE RETURNED CHECK FEE WAS WAIVED. THERE WILL BE NO MORE CREDITS OF THE RETURNED CHECK FEE.
[redacted]
I am rejecting this response because:Ihave been a customer with this company for over 25 years not having any other choice as it relates to energy! I have had the same email address for over 25 years! I have always given this company pertinent demographic information including my email address, telephone number, and mailing address. They would have NEVER needed to contact [redacted]. Their response to the Revdex.com is to pacify my original complaint. With complaint I'm seeing a patten of not accepting the fact that the company erred GREATLY! I was told that a supervisor would contact me when I spoke with the customer service rep who could offer no explanation even adfter consulting with 2 supervisors. It was at MY request, NOT Eversource, that my banking account information AND the incorrect email be removed from my account as I feel strongly that the account may have been compromised. When I did get a call back it was from the same customer service Rep NOT a supervisor as had been indicated. There was no direct number left for me to reach this customer service rep who added NOTHING in terms of an explanation to my original complaint. Again, it is UNACCEPTABLE for any of my private information to have been emailed to a total stranger! I DO NOT ACCEPT THEIR RESPONSE. Eversource needs to admit that the dropped the ball and erred greatly regarding my account and I am sure their other customers![redacted]
Sincerely,
[redacted]
The adjustment to bill the customer for the correct location is accurate and was done 12/8/15. The customer should not have been charged late fee's for January and February and they have been reversed. The customer called and made a payment arrangement in March for the balance and made...
the first payment for the arrangement. The account has been noted with approval of a new arrangement and the pay date requested by the customer. The customer will need to call credit at ###-###-#### to take ownership of the arrangement.
Dear Revdex.com: Thank you for allowing the opportunity to provide an explanation regarding the electric account at [redacted] #1, in [redacted]. When an account is in arrears a notification of pending shut-off is mailed to the customer. This notification...
specifically states it’s a Shutoff Notice and do not mail your payment. The notification also advises the customer to call Eversource’s credit department prior to the shut off date. The customer contacted Eversource after the service was shut off and stated they mailed the payment over a week ago but it still has not been received. Prior to the shut off of electric service, the last payment received was five months ago. This account has been shut off for non-payment in January 2016, June 2016 and August 2016. The customer has since provided an electronic check payment and a restoration order has been issued. Thank you for allowing the opportunity to provide an explanation. Very truly yours, *
[redacted]
[redacted]
[redacted]
The account was disconnected on 5/9/17. The customer made payment on 6/30/17 and an order to reconnect is for Monday, July 3rd. Same day reconnects are not done for account that have been off for that long.
Dear Revdex.com:
Thank you for allowing the opportunity to address the concerns of [redacted] regarding electric service delivered to [redacted]. A review of the account shows that the customer has been billed solely for her usage, the...
payments applied only to her account and the balance is correct.
Additionally, Ms. [redacted] is contesting that she did not sign up with an alternate supplier for the generation portion of her bill. The alternate supplier was [redacted]. Records indicate that she had Liberty Power as an alternate supplier starting on December 17, 2014 through April 16, 2015. The total charges were $354.11. If the account did not have an alternate supplier for generation, the generation would have been billed a default fixed rate through Eversource for this period.
When a payment is received it is applied to the oldest outstanding debt. The account is seriously in arrears as the last payment received was September 15, 2015, so when a payment is received, a portion of a payment would be applied to the $354.11 alternate supplier debt. Currently, the balance owed to the alternate supplier is $100.71 and $1,727.24 to Eversource. The customer has been advised to participate in the arrearage forgiveness program.
If I can be of additional assistance, please contact me at 7[redacted]
Very truly yours,
[redacted]
Regulatory Relations Specialist
Eversource
2[redacted]
W[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have not heard anything from the business! What are they going to do to resolve this issue?
Sincerely,
[redacted]
The annual reimbursement price for solar customers in Connecticut is based on the average hourly Connecticut [redacted] real time locational marginal price (RT-LMP) for the hours 10am to 4pm during the annual period. Attached is a copy of the Net Metering Tariff for the customer’s...
convenience. The website for [redacted] is [redacted] and their phone number is ###-###-####. The customer may outreach to them to inquire about the pricing and how the Connecticut real time locational marginal price average is determined.
A review of the account shows that a disconnection notice was mailed to the customer on 06/05/2017 indicating without a payment or a payment arrangement services were subject to disconnection after 06/19/17. The account currently reflects a balance of $374.65 which is correct. The customer...
processed a web payment of $257.41 on 06/26/2017 at 12:47 pm. The payment, although a confirmation number was given [redacted]) was not processed instantly therefore was showing as “pending”. Our website only allows one payment per day therefore when the second web payment of $93.00 was processed at 1:02 PM it cancelled the payment of $257.41. When the customer processed the second payment they should have received a message (shown at the top of the page) indicating the following:
“A payment of $257.41 is scheduled for 06/26/2017. The payment can be revised or deleted. No additional payment can be scheduled until this payment is processed”.
The customer was sent an email confirmation at 3:15 PM confirming the processing of the payment for $93.00.
In regards to the customer’s payment of $629.50 for the security deposit, our credit card system only allows payments up to $600. Therefore, the payment of $625.00 had to be processed in two transactions of which there is a fee of $2.25 for every transaction processed. The $629.50 includes the total processing fees of $4.50. The customer will be receiving a receipt for the deposit in the mail and the deposit will be returned with 12 months of good payment history.
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.
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]
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]
A review of the account shows that a disconnect notice went out on 06/15/2017. This notice was not returned to the company. At this time Eversource does not email disconnect notices, all notices go out through the mail. It is our policy to charge a security deposit and a reconnect fee for any...
service that is shut off for non-payment. All reconnects are next day as Eversource does not do same day service. Our representatives cannot give a specific time for a reconnect as the techs do not set appointments. It is an all-day appointment. The security deposit will be returned with 12 months of good payment history.
A review of the customer’s account shows on 07/27/15, the customer processed a payment of $100 with our representative for the electric service account and was informed the Matching Payment Program would be reinstated. We regret to inform you that the customer was misinformed as the customer’s...
electric service account is not eligible for the Matching Payment Program. As a result, the New Start Program was offered to the customer for $85 a month with an additional $725 down payment. We apologize for any inconvenience this may have caused.
Due to the oversight by our representative, the customer’s account has been reinstated in the New Start program for $85 a month with no additional down payment and is protected from disconnection.
A review of the account shows termination notices were sent to the customer on 09/02/15 and 09/23/15 with a disconnection date of 09/30/15. We have no record of any return mail from the postal service and no record of a payment or payment agreement established on the customer’s account prior to the...
termination date of 10/01/15. When the customer called on 10/01/15 to process payment for service restoral the customer was in deed advised that the service would be restored that same day. We apologize for any inconvenience this may have caused you. The representative should have made you aware that there was no guarantee of a same day restoration. When payments are made prior to 3:00 P.M, representatives are permitted to issue a same day reconnection however should be setting the customer’s expectation that there is no guarantee as this is dependent upon our mechanics availability out in the field. The representative should have explained to the customer if availability did not allow for a same day reconnection, then service would be restored on the next business day. Thank you for bringing this to our attention so we can provide the proper coaching to the representative. We have waived the $30 reconnection fee that was applied to the customer’s account. We appreciate the opportunity to serve you and value you as our customer.
AFTER REVIEWING THE TREE LIMB, THE LIMB WILL BE REMOVED TOMORROW.
Eversource has made several attempts to discuss the customers concerns but has not received a call back from the customer. Please call 800-[redacted] to speak with a supervisor.
AFTER REVIEW OF THE ACCOUNT, PAYMENT CAME BACK TWICE. THE FIRST TIME THE RETURNED CHECK FEE WAS WAIVED. THERE WILL BE NO MORE CREDITS OF THE RETURNED CHECK FEE.
[redacted]
I am rejecting this response because:Ihave been a customer with this company for over 25 years not having any other choice as it relates to energy! I have had the same email address for over 25 years! I have always given this company pertinent demographic information including my email address, telephone number, and mailing address. They would have NEVER needed to contact [redacted]. Their response to the Revdex.com is to pacify my original complaint. With complaint I'm seeing a patten of not accepting the fact that the company erred GREATLY! I was told that a supervisor would contact me when I spoke with the customer service rep who could offer no explanation even adfter consulting with 2 supervisors. It was at MY request, NOT Eversource, that my banking account information AND the incorrect email be removed from my account as I feel strongly that the account may have been compromised. When I did get a call back it was from the same customer service Rep NOT a supervisor as had been indicated. There was no direct number left for me to reach this customer service rep who added NOTHING in terms of an explanation to my original complaint. Again, it is UNACCEPTABLE for any of my private information to have been emailed to a total stranger! I DO NOT ACCEPT THEIR RESPONSE. Eversource needs to admit that the dropped the ball and erred greatly regarding my account and I am sure their other customers![redacted]
Sincerely,
[redacted]
The adjustment to bill the customer for the correct location is accurate and was done 12/8/15. The customer should not have been charged late fee's for January and February and they have been reversed. The customer called and made a payment arrangement in March for the balance and made...
the first payment for the arrangement. The account has been noted with approval of a new arrangement and the pay date requested by the customer. The customer will need to call credit at ###-###-#### to take ownership of the arrangement.
Dear Revdex.com: Thank you for allowing the opportunity to provide an explanation regarding the electric account at [redacted] #1, in [redacted]. When an account is in arrears a notification of pending shut-off is mailed to the customer. This notification...
specifically states it’s a Shutoff Notice and do not mail your payment. The notification also advises the customer to call Eversource’s credit department prior to the shut off date. The customer contacted Eversource after the service was shut off and stated they mailed the payment over a week ago but it still has not been received. Prior to the shut off of electric service, the last payment received was five months ago. This account has been shut off for non-payment in January 2016, June 2016 and August 2016. The customer has since provided an electronic check payment and a restoration order has been issued. Thank you for allowing the opportunity to provide an explanation. Very truly yours, *
[redacted]
[redacted]
[redacted]
The account was disconnected on 5/9/17. The customer made payment on 6/30/17 and an order to reconnect is for Monday, July 3rd. Same day reconnects are not done for account that have been off for that long.
Complain[redacted]
I am rejecting this response because:
Sincerely,
[redacted]
ID [redacted]. I like to thank the Revdex.com for your fast service, the issue was resolved,
the same day. Thank you.
Sincerely, [redacted].
Dear Revdex.com:
Thank you for allowing the opportunity to address the concerns of [redacted] regarding electric service delivered to [redacted]. A review of the account shows that the customer has been billed solely for her usage, the...
payments applied only to her account and the balance is correct.
Additionally, Ms. [redacted] is contesting that she did not sign up with an alternate supplier for the generation portion of her bill. The alternate supplier was [redacted]. Records indicate that she had Liberty Power as an alternate supplier starting on December 17, 2014 through April 16, 2015. The total charges were $354.11. If the account did not have an alternate supplier for generation, the generation would have been billed a default fixed rate through Eversource for this period.
When a payment is received it is applied to the oldest outstanding debt. The account is seriously in arrears as the last payment received was September 15, 2015, so when a payment is received, a portion of a payment would be applied to the $354.11 alternate supplier debt. Currently, the balance owed to the alternate supplier is $100.71 and $1,727.24 to Eversource. The customer has been advised to participate in the arrearage forgiveness program.
If I can be of additional assistance, please contact me at 7[redacted]
Very truly yours,
[redacted]
Regulatory Relations Specialist
Eversource
2[redacted]
W[redacted]
[redacted]
AFTER REVIEW OF THE ACCOUNT THE CUSTOMERS SERVICE WAS RECONNECTED ON 10/28/2014.
Complaint: [redacted]
I am rejecting this response because: I have not heard anything from the business! What are they going to do to resolve this issue?
Sincerely,
[redacted]
The annual reimbursement price for solar customers in Connecticut is based on the average hourly Connecticut [redacted] real time locational marginal price (RT-LMP) for the hours 10am to 4pm during the annual period. Attached is a copy of the Net Metering Tariff for the customer’s...
convenience. The website for [redacted] is [redacted] and their phone number is ###-###-####. The customer may outreach to them to inquire about the pricing and how the Connecticut real time locational marginal price average is determined.
A review of the account shows that a disconnection notice was mailed to the customer on 06/05/2017 indicating without a payment or a payment arrangement services were subject to disconnection after 06/19/17. The account currently reflects a balance of $374.65 which is correct. The customer...
processed a web payment of $257.41 on 06/26/2017 at 12:47 pm. The payment, although a confirmation number was given [redacted]) was not processed instantly therefore was showing as “pending”. Our website only allows one payment per day therefore when the second web payment of $93.00 was processed at 1:02 PM it cancelled the payment of $257.41. When the customer processed the second payment they should have received a message (shown at the top of the page) indicating the following:
“A payment of $257.41 is scheduled for 06/26/2017. The payment can be revised or deleted. No additional payment can be scheduled until this payment is processed”.
The customer was sent an email confirmation at 3:15 PM confirming the processing of the payment for $93.00.
In regards to the customer’s payment of $629.50 for the security deposit, our credit card system only allows payments up to $600. Therefore, the payment of $625.00 had to be processed in two transactions of which there is a fee of $2.25 for every transaction processed. The $629.50 includes the total processing fees of $4.50. The customer will be receiving a receipt for the deposit in the mail and the deposit will be returned with 12 months of good payment history.
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.
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]
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]
A review of the account shows that a disconnect notice went out on 06/15/2017. This notice was not returned to the company. At this time Eversource does not email disconnect notices, all notices go out through the mail. It is our policy to charge a security deposit and a reconnect fee for any...
service that is shut off for non-payment. All reconnects are next day as Eversource does not do same day service. Our representatives cannot give a specific time for a reconnect as the techs do not set appointments. It is an all-day appointment. The security deposit will be returned with 12 months of good payment history.