We apologize for issues you experienced with our phone system. To protect our customers from fraud we do require a caller to provide information to verify the account. You can contact Customer Service at [redacted] to discuss setting up a password on the account. They can address...
your other concerns at that time. They are available Monday through Friday from 8am to 6pm.
Complaint: [redacted]
I am rejecting this response because:
Their response is fraudulent. I never contacted the business to order service. I never provided documents showing that I intended on moving to this address. It doesn't make sense. If I intended on moving to the address but never moved there, how does utilities run up to over $900. In fact, the documents that I provided was my request for their documentation showing proof of my signature ordering service and or recorded call proving that it was me that had actually called. I provided them with a police report and notification that my identity had been stolen. They failed to provide any proof that I had called to order services. Instead they sent me to collections. I have never lived at this address in CT and in fact resided in [redacted] at the time so called services were ordered. I am not paying this bill and have contacted an attorney. I have already called this business twice for them to be very rude and insist that I need to pay and sue the person in court that stole my identity, which is ridiculous. I also find it interesting that their story has changed since the last time I spoke with their customer service department. I am not calling again. They can deal with my attorney.
Sincerely,
Christopher F[redacted]
A review of the account shows when the customer called on 05/29/15 to cancel service for 06/01/15 the customer requested the final bill to be mailed to the address of 1[redacted]. The representative informed the customer on 05/29/15 the balance was 0 however a...
final bill would be mailed sometime after 06/01/15. The final bill of $98.35 was mailed on 06/16/15 to the mailing address provided to Eversource on 05/29/15. On 12/28/15, the customer requested to pay the balance in full of which the payment of $98.35 is currently “pending” and will post to the account within 24-48 hours. Once the payment is posted to the account, the collection agency ([redacted].) will be notified (within 24 hours) and the customer’s credit report will be updated within 45 days to reflect as “paid”. However, once the payment has posted to the customer’s account, Eversource will send the customer a zero balance letter for her records. As of today, the customer’s mailing address has been updated to reflect the current address therefore the zero balance letter will be mailed to that address. The customer can expect to receive the letter within about 5-7 business days.
Complaint: [redacted]
I am rejecting this response because:
As I told them when I called. I went online and paid the balance on 9/15. They didn't even check my account login or anything. I went online today to pay the bill for this month and when I clicked the final "submit payment" the website didn't work again. I had to do it twice. Now I'm not sure if my bank account will be debited twice. There is something wrong with their payment system.
Also, while my electricity was out, I got home with the baby and had to walk around with a lighter in one hand, baby in the other to find flash lights. My phone died as soon as I got home using that flashlight. Ended up putting baby down for a minute to light a candle and he tripped over something and smashed his face on the floor. We are both sick and did not have our humidifiers or warm baths . We didn't have a warm meal to take with our meds. If there was an emergency we didn't have a phone to call for help.
CL&P must hate babies and not care about their customers safety and their families enough to make sure their payment system is working properly. But we have no other choice so we have to use them. I have a large family and we use 177% more than our neighbors (according to the last report I got from CL&P ) so therefore we pay 177% more than our neighbors and are one of their best customers.
Complaint: [redacted]
I am rejecting this response because:
So again if this was a complaint on having an issue signing up your response would be great. However, the issue here is that you held an account on my name that was cancelled long ago. And after I entered MY account for both gas and electric you still charged someone else's account. So when I received emails confirming my successful online signup and payment, it was coming out of someone else's account. Now you're trying to charge me fees because it's not "your fault". Well if I didn't enter the account information you charged and it's not your fault. Whose is it. Better business butrau did you do this? Is it your fault? If there cannot be some sort of official investigation I'm not going to waste anyone's time. I'll pay it cause theres no other option. Revdex.com if you could give any information on how to get this investigated further I'll persue it. who owns the burden of proof here. I can assure everyone that I did not enter an account of an ex girlfriend of over 3 years ago. And I don't think ever source should get away with their mistake. Certainly not at their customers expense.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: First of all the problem has not been resolved. I am still having issues with my power and it's actually worse than it was a year ago. I know that they are now monitoring the activity in my house to try and resolve the problem however I would like [redacted] or Eversource to take in consideration that I have been inconvenienced for almost a month now in addition to the time from approximately Feb 2014 to at least Oct 2014. I think they are being very inconsiderate in acknowledging the fact that there is a problem and that the problem has yet to be resolved. I will be submitting a claim in the near future for additional expenses since like I've stated before the problem has NOT BEEN RESOLVED !!!
Sincerely,
[redacted]
Complaint[redacted]
I am rejecting this response because: I DO NOT have the means to pay this amount AGAIN. I never received a bill, statement or any other correspondence after I moved out of [redacted]. It is outrageous that because the business failed to communicate with me that I am now saddled with this balance being on my credit report. If I had received any sort of communication prior to seeing this on my credit report I would have worked at paying it down while I had some income. Now I am destitute, I have no income and I am going to be couch surfing as of 4/23/17. I will be seeking legal advice on this situation. This is another case of the BIG company stepping on their lowly customer. I know I'm not the only one since there are so many other complaints against Eversource.
Sincerely,
[redacted]
PER COMPANY POLICY AFTER CHOOSING A SUPPLIER IF A CUSTOMER IS CURRENTLY ON A BASIC SERVICE FIXED RATE UP TO SIX MONTHS OF THE PAST BILLING WILL BE RECALCULATED TO REFLECT THE MONTH TO MONTH BASIC SERVICE VARIABLE RATE. THIS ADJUSTMENT MAY RESULT IN EITHER A CREDIT OR DEBIT. THIS INFORMATION IS...
LISTED ON THE WEBSITE EVERSOURCE.COM. IT IS THE CUSTOMERS RESPONSIBILITY TO DO THEIR DUE DILIGENCE AND FULLY UNDERSTAND WHAT CHANGES MAY OCCUR AT THE TIME OF A SUPPLIER CHANGE. THIS ISN'T A NEW CHARGE, THIS HAS ALWAYS BEEN THE CASE FOR THE STATE OF [redacted]. THERE WILL NO BE NO ADJUSTMENTS
Two supervisors have attempted to reach the customer without success. The returned payment fee has been reversed. She can contact a supervisor at [redacted]
AFTER REVIEW OF THE ACCOUNT, THE BILLING SHOWED THAT THERE WAS A PAST DUE AMOUNT AND NOTIFICATION THAT THE ACCOUNT WAS OVERDUE. THE SAME DAY THAT BILLED WAS MAILED, A SHUT OFF NOTICE ALSO WENT OUT, INDICATING THAT THE SERVICE WOULD BE SHUT OFF. THE SHUT OFF NOTICE ALSO INDICATED THAT A...
SECURITY DEPOSIT WOULD BE REQUIRED IF SERVICE ACTUALLY WAS SHUT OFF. ALL BILLS SHOW THE BILLING RATE OF WHAT CUSTOMERS ARE CHARGED FOR THEIR USAGE. THERE WILL BE NO REFUND OF THE SECURITY DEPOSIT UNTIL THE CRITERIA HAS BEEN MET.
After review of the account, it shows that the customer was pre-qualified for winter protection and it was explained that she needed to get income verified at an agency for the winter protection program. Without winter protection or hardship customer accounts can be shut off in the winter...
months. On 02/14/2017 a shut off notice was sent to the customer. Without a payment arrangement or payment the account was disconnected for nonpayment. No credits will be made to the account.
A review of the account shows termination notices were sent to the customer on 06/26/15 and 07/17/15 for a disconnection date of 07/24/15 for the amount of the customer’s delinquent balance of $235.63. When the customer attempted to process a payment on 07/26/15 the termination was already...
pending on the customer’s account therefore the customer was unable to pay by phone or on the website and was directed to call our Credit and Collection center today, 07/27/15 to process payment. We apologize for any inconvenience this may have caused you.
The termination notices are computer generated and are not based on business days. The 1st disconnect notice reflects a disconnect date that is 28 days from the mailing date. The 72-Hour Notice (Final Appeal) are sent 21 days after the first disconnect notice is sent and will have a disconnect date of 7 days from the 72-Hour Notice mailing date.
Eversource is not responsible for internal wiring issues and will not investigate internal issues. A Customer Service Representative offered to walk her through a breaker test but the customer declined. The meter number can be provided and is also on the customers bill each month....
If the customer feels the meter is faulty they can contact Customer Service to pay for a meter test.
Complaint: [redacted]
I am rejecting this response because:
Kathy R[redacted], representative of the subcontractor Henckle and McKoy, just called me today, 9/17/15, and stated that the work cannot begin until she receives the purchase order. She indicated she has not yet received it. She gave me an anticipated start date of 9/22/15. So Eversource is being dishonest once again, by stating that the work will begin on 9/19/15. It is outrageous th that they are refusing to provide me with any restitution for their continued negligence and dishonesty.
Sincerely,
[redacted]
A deposit demand letter was mailed to the customer on 8/3/16. The options and due date were explained in this letter and warned they could be disconnected for non-payment of a deposit. A deposit disconnect notice was mailed on 9/6/16 and the account was disconnected on 9/26/16. The customer is not required to pay over the phone with a credit card. The customer can pay over the phone with a check for no fee or could use the deposit account number to pay at an agency. If they are unsure of what the deposit account number is they can call and speak to the credit department at [redacted] If the customer receives assistance they could send documentation to have the deposit waived or provide a gaurntor or enroll in auto pay.
A review of our records show that a disconnect notice was mailed to the customer on May 4, 2015. There is no indication that the mailed notice was returned as undeliverable by the [redacted]. Security deposits are collected from residential customers who have been disconnected for...
non-payment. The security deposit is refunded after 12 months, providing the customer makes their monthly payments by the requested due date.
We have no record of any problems which would have affected your location on or about December 4, 2016. What you may have experienced was a momentary outage. Momentary outages can occur without Eversource receiving notice of it.
Momentary outages occur when a transient...
condition causes a short circuit (e.g. weather, tree limbs, animals, motor vehicle strikes). Power is interrupted by an automatic protective device for short duration timed sequences in order to protect the electrical distribution system from damage. Power is returned at normal operating voltages once the condition has cleared itself.
Eversource regrets your loss but the service we deliver is, by its very nature, subject to forces and conditions beyond our control. No utility company can guarantee constant voltage or uninterrupted service nor accept liability for damages to the property of its customers unless negligence is involved. There is no evidence that such was involved in this case. Therefore, we must respectfully deny your request for reimbursement.
After a review of the customer’s account, our company has only received and processed one money order for $300 that applied to the customer’s account on 06/17/15. The additional money order with the tracking number of [redacted] has not been presented for payment at this time therefore we are...
unable to determine what may have occurred. The customer will need to request a refund from [redacted] by printing and completing the “money order customer request form” found on the [redacted] website including a copy of the receipt. The [redacted] location of which the customer purchased the money order from can process a cash payment from the customer to pay her electric bill for a fee of $1.50 instead of resending another money order if the customer chooses. We apologize for any inconvenience this may have caused you. The customer’s account will be credited $25 to go towards the customer’s account balance which will cover the cost associated with requesting the refund thru [redacted].
The total charges include both supplier and delivery charges. The customer is billed based on the amount of cubic feet of gas (CCF) used within the billing period. The billing statement the customer referenced (dated 1/17/2017) was for the billing period of 12/14/16-01/17/2017. The customer...
used 243 CCF compared to the prior billing statement dated 12/14/2016 of 140 CCF. A review of the usage history for the referenced address shows usage typically increases in the month of November through April as a result of an increase in gas heat.
Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted]). As a reference the customer may refer to our website for further explanation of Eversource charges at https://[redacted]l/my-account/billing-payment/understanding-my-bill
A review of our records indicates the customer spoke with Eversource on June 8, 2015 and received information on her inquiry.
We apologize for issues you experienced with our phone system. To protect our customers from fraud we do require a caller to provide information to verify the account. You can contact Customer Service at [redacted] to discuss setting up a password on the account. They can address...
your other concerns at that time. They are available Monday through Friday from 8am to 6pm.
Complaint: [redacted]
I am rejecting this response because:
Their response is fraudulent. I never contacted the business to order service. I never provided documents showing that I intended on moving to this address. It doesn't make sense. If I intended on moving to the address but never moved there, how does utilities run up to over $900. In fact, the documents that I provided was my request for their documentation showing proof of my signature ordering service and or recorded call proving that it was me that had actually called. I provided them with a police report and notification that my identity had been stolen. They failed to provide any proof that I had called to order services. Instead they sent me to collections. I have never lived at this address in CT and in fact resided in [redacted] at the time so called services were ordered. I am not paying this bill and have contacted an attorney. I have already called this business twice for them to be very rude and insist that I need to pay and sue the person in court that stole my identity, which is ridiculous. I also find it interesting that their story has changed since the last time I spoke with their customer service department. I am not calling again. They can deal with my attorney.
Sincerely,
Christopher F[redacted]
A review of the account shows when the customer called on 05/29/15 to cancel service for 06/01/15 the customer requested the final bill to be mailed to the address of 1[redacted]. The representative informed the customer on 05/29/15 the balance was 0 however a...
final bill would be mailed sometime after 06/01/15. The final bill of $98.35 was mailed on 06/16/15 to the mailing address provided to Eversource on 05/29/15. On 12/28/15, the customer requested to pay the balance in full of which the payment of $98.35 is currently “pending” and will post to the account within 24-48 hours. Once the payment is posted to the account, the collection agency ([redacted].) will be notified (within 24 hours) and the customer’s credit report will be updated within 45 days to reflect as “paid”. However, once the payment has posted to the customer’s account, Eversource will send the customer a zero balance letter for her records. As of today, the customer’s mailing address has been updated to reflect the current address therefore the zero balance letter will be mailed to that address. The customer can expect to receive the letter within about 5-7 business days.
Complaint: [redacted]
I am rejecting this response because:
As I told them when I called. I went online and paid the balance on 9/15. They didn't even check my account login or anything. I went online today to pay the bill for this month and when I clicked the final "submit payment" the website didn't work again. I had to do it twice. Now I'm not sure if my bank account will be debited twice. There is something wrong with their payment system.
Also, while my electricity was out, I got home with the baby and had to walk around with a lighter in one hand, baby in the other to find flash lights. My phone died as soon as I got home using that flashlight. Ended up putting baby down for a minute to light a candle and he tripped over something and smashed his face on the floor. We are both sick and did not have our humidifiers or warm baths . We didn't have a warm meal to take with our meds. If there was an emergency we didn't have a phone to call for help.
CL&P must hate babies and not care about their customers safety and their families enough to make sure their payment system is working properly. But we have no other choice so we have to use them. I have a large family and we use 177% more than our neighbors (according to the last report I got from CL&P ) so therefore we pay 177% more than our neighbors and are one of their best customers.
Sincerely
[redacted]
Complaint: [redacted]
I am rejecting this response because:
So again if this was a complaint on having an issue signing up your response would be great. However, the issue here is that you held an account on my name that was cancelled long ago. And after I entered MY account for both gas and electric you still charged someone else's account. So when I received emails confirming my successful online signup and payment, it was coming out of someone else's account. Now you're trying to charge me fees because it's not "your fault". Well if I didn't enter the account information you charged and it's not your fault. Whose is it. Better business butrau did you do this? Is it your fault? If there cannot be some sort of official investigation I'm not going to waste anyone's time. I'll pay it cause theres no other option. Revdex.com if you could give any information on how to get this investigated further I'll persue it. who owns the burden of proof here. I can assure everyone that I did not enter an account of an ex girlfriend of over 3 years ago. And I don't think ever source should get away with their mistake. Certainly not at their customers expense.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: First of all the problem has not been resolved. I am still having issues with my power and it's actually worse than it was a year ago. I know that they are now monitoring the activity in my house to try and resolve the problem however I would like [redacted] or Eversource to take in consideration that I have been inconvenienced for almost a month now in addition to the time from approximately Feb 2014 to at least Oct 2014. I think they are being very inconsiderate in acknowledging the fact that there is a problem and that the problem has yet to be resolved. I will be submitting a claim in the near future for additional expenses since like I've stated before the problem has NOT BEEN RESOLVED !!!
Sincerely,
[redacted]
Complaint[redacted]
I am rejecting this response because: I DO NOT have the means to pay this amount AGAIN. I never received a bill, statement or any other correspondence after I moved out of [redacted]. It is outrageous that because the business failed to communicate with me that I am now saddled with this balance being on my credit report. If I had received any sort of communication prior to seeing this on my credit report I would have worked at paying it down while I had some income. Now I am destitute, I have no income and I am going to be couch surfing as of 4/23/17. I will be seeking legal advice on this situation. This is another case of the BIG company stepping on their lowly customer. I know I'm not the only one since there are so many other complaints against Eversource.
Sincerely,
[redacted]
PER COMPANY POLICY AFTER CHOOSING A SUPPLIER IF A CUSTOMER IS CURRENTLY ON A BASIC SERVICE FIXED RATE UP TO SIX MONTHS OF THE PAST BILLING WILL BE RECALCULATED TO REFLECT THE MONTH TO MONTH BASIC SERVICE VARIABLE RATE. THIS ADJUSTMENT MAY RESULT IN EITHER A CREDIT OR DEBIT. THIS INFORMATION IS...
LISTED ON THE WEBSITE EVERSOURCE.COM. IT IS THE CUSTOMERS RESPONSIBILITY TO DO THEIR DUE DILIGENCE AND FULLY UNDERSTAND WHAT CHANGES MAY OCCUR AT THE TIME OF A SUPPLIER CHANGE. THIS ISN'T A NEW CHARGE, THIS HAS ALWAYS BEEN THE CASE FOR THE STATE OF [redacted]. THERE WILL NO BE NO ADJUSTMENTS
Two supervisors have attempted to reach the customer without success. The returned payment fee has been reversed. She can contact a supervisor at [redacted]
AFTER REVIEW OF THE ACCOUNT, THE BILLING SHOWED THAT THERE WAS A PAST DUE AMOUNT AND NOTIFICATION THAT THE ACCOUNT WAS OVERDUE. THE SAME DAY THAT BILLED WAS MAILED, A SHUT OFF NOTICE ALSO WENT OUT, INDICATING THAT THE SERVICE WOULD BE SHUT OFF. THE SHUT OFF NOTICE ALSO INDICATED THAT A...
SECURITY DEPOSIT WOULD BE REQUIRED IF SERVICE ACTUALLY WAS SHUT OFF. ALL BILLS SHOW THE BILLING RATE OF WHAT CUSTOMERS ARE CHARGED FOR THEIR USAGE. THERE WILL BE NO REFUND OF THE SECURITY DEPOSIT UNTIL THE CRITERIA HAS BEEN MET.
After review of the account, it shows that the customer was pre-qualified for winter protection and it was explained that she needed to get income verified at an agency for the winter protection program. Without winter protection or hardship customer accounts can be shut off in the winter...
months. On 02/14/2017 a shut off notice was sent to the customer. Without a payment arrangement or payment the account was disconnected for nonpayment. No credits will be made to the account.
A review of the account shows termination notices were sent to the customer on 06/26/15 and 07/17/15 for a disconnection date of 07/24/15 for the amount of the customer’s delinquent balance of $235.63. When the customer attempted to process a payment on 07/26/15 the termination was already...
pending on the customer’s account therefore the customer was unable to pay by phone or on the website and was directed to call our Credit and Collection center today, 07/27/15 to process payment. We apologize for any inconvenience this may have caused you.
The termination notices are computer generated and are not based on business days. The 1st disconnect notice reflects a disconnect date that is 28 days from the mailing date. The 72-Hour Notice (Final Appeal) are sent 21 days after the first disconnect notice is sent and will have a disconnect date of 7 days from the 72-Hour Notice mailing date.
Eversource is not responsible for internal wiring issues and will not investigate internal issues. A Customer Service Representative offered to walk her through a breaker test but the customer declined. The meter number can be provided and is also on the customers bill each month....
If the customer feels the meter is faulty they can contact Customer Service to pay for a meter test.
Complaint: [redacted]
I am rejecting this response because:
Kathy R[redacted], representative of the subcontractor Henckle and McKoy, just called me today, 9/17/15, and stated that the work cannot begin until she receives the purchase order. She indicated she has not yet received it. She gave me an anticipated start date of 9/22/15. So Eversource is being dishonest once again, by stating that the work will begin on 9/19/15. It is outrageous th that they are refusing to provide me with any restitution for their continued negligence and dishonesty.
Sincerely,
[redacted]
A deposit demand letter was mailed to the customer on 8/3/16. The options and due date were explained in this letter and warned they could be disconnected for non-payment of a deposit. A deposit disconnect notice was mailed on 9/6/16 and the account was disconnected on 9/26/16. The customer is not required to pay over the phone with a credit card. The customer can pay over the phone with a check for no fee or could use the deposit account number to pay at an agency. If they are unsure of what the deposit account number is they can call and speak to the credit department at [redacted] If the customer receives assistance they could send documentation to have the deposit waived or provide a gaurntor or enroll in auto pay.
A review of our records show that a disconnect notice was mailed to the customer on May 4, 2015. There is no indication that the mailed notice was returned as undeliverable by the [redacted]. Security deposits are collected from residential customers who have been disconnected for...
non-payment. The security deposit is refunded after 12 months, providing the customer makes their monthly payments by the requested due date.
We have no record of any problems which would have affected your location on or about December 4, 2016. What you may have experienced was a momentary outage. Momentary outages can occur without Eversource receiving notice of it.
Momentary outages occur when a transient...
condition causes a short circuit (e.g. weather, tree limbs, animals, motor vehicle strikes). Power is interrupted by an automatic protective device for short duration timed sequences in order to protect the electrical distribution system from damage. Power is returned at normal operating voltages once the condition has cleared itself.
Eversource regrets your loss but the service we deliver is, by its very nature, subject to forces and conditions beyond our control. No utility company can guarantee constant voltage or uninterrupted service nor accept liability for damages to the property of its customers unless negligence is involved. There is no evidence that such was involved in this case. Therefore, we must respectfully deny your request for reimbursement.
After a review of the customer’s account, our company has only received and processed one money order for $300 that applied to the customer’s account on 06/17/15. The additional money order with the tracking number of [redacted] has not been presented for payment at this time therefore we are...
unable to determine what may have occurred. The customer will need to request a refund from [redacted] by printing and completing the “money order customer request form” found on the [redacted] website including a copy of the receipt. The [redacted] location of which the customer purchased the money order from can process a cash payment from the customer to pay her electric bill for a fee of $1.50 instead of resending another money order if the customer chooses. We apologize for any inconvenience this may have caused you. The customer’s account will be credited $25 to go towards the customer’s account balance which will cover the cost associated with requesting the refund thru [redacted].
The total charges include both supplier and delivery charges. The customer is billed based on the amount of cubic feet of gas (CCF) used within the billing period. The billing statement the customer referenced (dated 1/17/2017) was for the billing period of 12/14/16-01/17/2017. The customer...
used 243 CCF compared to the prior billing statement dated 12/14/2016 of 140 CCF. A review of the usage history for the referenced address shows usage typically increases in the month of November through April as a result of an increase in gas heat.
Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted]). As a reference the customer may refer to our website for further explanation of Eversource charges at https://[redacted]l/my-account/billing-payment/understanding-my-bill