A review of the account, shows that the customer called to make a payment and her account was protected from the shut off. The agent informed the customer that she needed to make the payment. Services can be restored once a payment of $422.57 has been made.
After an additional review of the account, the customer called on 09/28/15 and provided his name, social security number, date of birth, telephone number and address of where the customer was requesting service effective 10/01/15. After the customer provided all his information for service, the representative informed the customer due to the address having a solar system, the customer would need to call back on 09/29/15 (during regular business hours) to complete the request. The representative informed the customer, his information was set up in our computer system therefore he would not need to provide his personal information again, however to finalize the transfer, the customer was instructed to call our Business Contact Center on 09/29/15. The direct phone number and the business hours were provided to the customer. We apologize for any misunderstanding that this may have caused. Our records indicate as of 10/05/15 (2:53 PM) that power was restored to the above referenced service address.
The delivery charges include the price for the delivery of electricity from the generating station (supplier) through the distribution system (substations, transmission lines, distribution lines) to the customer. These charges are multiplied by the amount of kWh the customer uses within the...
billing period therefore the total delivery charges and supply charges will change monthly. Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted]
Dear Revdex.com: This complaint refers to an account that ended in [redacted] A review of the old account does not show that the account was disputed when it was active in [redacted] or during the past eight (8) years. Thank you for allowing the opportunity to provide an explanation. Very...
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 $2,000.00 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 company. I am winterizing my house again and the only running appliance will be my refrigerator. Let's see if I get another $250.00 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 200 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 $60.00 and $250.00 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 month. so if in winter I am being charged $250.00 with no heat running because my house is vacant I should be having a bill of $250.00 each and every month not like last month when it was $60.00. 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
this response because:
If you reviewed the account as stated you would have noticed that I am not good at paying the bill on time but everytime I received a shutoff notice I called to pay the bill to avoid it, I don't care what you claim I did not receive a notice. Also I have also always received a recorded phone message which now your company can not even be nice enough to do, was never a problem before. Next, when someone asks to speak to a supervisor because the person they are talking to on the phone is rude they should be able to, not be told no. You charge high enough prices that you could at least be polite to your customers.
Sincerely,
[redacted]
A review of the account shows the termination notice was sent to the customer on September 9, 2015 (via mail) with a disconnection date of 09/23/15. 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...
The customer’s concerns were forwarded to the Eversource Business Contact Center on 09/28/15 for further assistance. As a result the customer received an email dated 09/28/15 advising the customer of the status of her request and the next steps to follow. If the customer has any further...
questions or concerns please respond to the email and the Interconnections Manager will assist you.
Eversource is unable to disconnect the service at the service address due to a landlord agreement on file. Therefore service was cancelled from your name and the billing was discontinued from your name as of the date requested. If the customer has any discrepancy with the service not being disconnected then the customer would need to discuss this with the landlord as Eversource was abiding by the agreement set forth with the landlord.
The reconnection of service is scheduled for Monday December 7th. In the event, service is terminated the reconnect of service is scheduled for the next business day. Our workload for today is filled therefore we are unable to accommodate your request for same day service. We apologize...
for any mis- information the representative provided you regarding service being reconnected today and want to thank you for bringing this to our attention so we can take the proper corrective measures. Your account with be credited $50 for the inconvenience.
AFTER REVIEW OF THE SITUATION, THE REPRESENTATIVES INFORMED THE CUSTOMER OF THE CORRECT INFORMATION. FOR GAS ACCOUNTS, WE CAN NOT GIVE A TIME FRAME AS TO WHEN THE TECHNICIAN WILL BE THERE. THE TECHICIANS HAVE A SCHEDULE PER DAY AND WILL NOT KNOW THE TIME TO BE AT EACH LOCATION UNTIL THEY...
ARE ON THEIR WAY THERE. WE CAN LOOK INTO OUR POLICY TO SEE IF THIS CAN BE IMPROVED.
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. I contacted you ( Revdex.com) about this resolution shortly after I got off of the phone with [redacted] I see no mention of this, but a effort was made and sent.
Sincerely,
[redacted]
Our records indicate that a notice was mailed on January 11, 2017. With no response to this notification or the required payment amount, the gas service was disconnected on January 26, 2017. A customer service representative verified the mailing address was correct in our system. All...
customers’ that are disconnected for nonpayment are required to pay a security deposit for reconnection of service. The deposit will be held until the account establishes 12 consecutive months of good payment history.
Complaint: [redacted]
I am rejecting this response because I never changed to [redacted], have never heard of [redacted] and have no contact information for [redacted]. In addition, I requested that my supplier change to [redacted]/Eversource December 23, 2014 - and this is clearly documented and confirmed by Eversource below in a chain of emails. As soon as I identified the problem with my billing on January 16, I contacted [redacted]/Eversource (see email to [redacted] below from Jan 30) to have them rectify the issue. At that time, what [redacted] told me was that they had billing problems. They had computer problems. They did not know how to remedy these problems. They did not know how the change occurred and they did not know how to implement the 12/23/14 change to [redacted]. Nonetheless I was consistent at that time that from December 23 that I only wanted [redacted] to be my supplier. [redacted] sends the bills not [redacted] so they are in the best position to remedy. I do not have any contact or relationship with [redacted]. As my correspondence below notes, I was prompt in my objection to the bill and this change and [redacted] at that time admitted that they had billing and computer problems. The bill is sent by [redacted]. I would be happy to net out the portion of the bills that reflect amounts that are claimed to be owing to [redacted] and [redacted] can take it up with [redacted], but because [redacted] does collections for [redacted] I am not contacting them. I do not know how to contact them and I have never contacted them before. I have no legal relationship with them whatsoever. [redacted] should work it out with [redacted]/Eversource has been unable to resolve this billing issue on the phone, by email and by regular mail. [redacted]/Eversource has been unable to:1. Timely change my supplier to [redacted] in December 2014 despite email correspondence confirming the change. They were unable to reflect this in the bills and service orders that followed.2. They continue to say that my account was changed to [redacted] in December, but as you can see below, my provider was changed to [redacted], not [redacted] -- but for some unknown reason, [redacted] changed my supplier (after it had already been changed to them) to [redacted]. This was not done by me. Why would I change the supplier to [redacted] in early December, effective mid- January, and then call [redacted] and ask to change to [redacted] in December, and expect that it be changed to [redacted] in mid January only two weeks later. That is what happened. Why would I do this? 3. Explain how or why [redacted] was listed as a supplier on January bill. Especially since every correspondence sent by me to [redacted]/Eversource noted that I only wanted them to switch my supplier from whomever I had in 2014 to [redacted]. Why [redacted] was unable to get this done is unclear.Please see my emails below re: [redacted] and re: my December request to make [redacted] my sole supplier. Please note that they keep referring to a [redacted] service request 12/18/2014, but my service was changed to [redacted] on December 23, 2014 and confirmed by [redacted].I also want to report that I have started to receive shutoff notices from Eversource Credit and Collection Dept. This must stop immediately. I am actively disputing my billing and consider this to be harassment. Additionally, it just continued demonstration of Eversource's inability to manage its internal affairs and communications. If I receive any further harassing communications, in addition to the Revdex.com I will be contact the appropriate state utility authorities and my state representatives.
Sincerely,
[redacted] EMAIL FROM [redacted] CONFIRMING [redacted] (NOT [redacted]) AS SUPPLIER FROM DECEMBER 23, 2014 GOING FORWARD - please note the date of this email confirming that [redacted]/Eversource is my supplier:[redacted]12/23/14to meHello Ms. [redacted], I submitted the request for you to be billed up to today on your current supplier with those readings. Once the bill issues out we will be able to drop your supplier and bring you back to standard service with [redacted]. Any further questions please feel free to contact us. Thank you and have a great day. Sincerely, [redacted] Customer Care Team [redacted] EMAIL FROM [redacted] regarding [redacted]Feb 25to meMr. [redacted]We apologize for any confusion regarding your bill. Per our conversation on 1/28/15 our billing department rebilled and corrected the 1/15/15 statement to reflect the change back to Standard Service Generation. On 12/18/14 we received a request from [redacted] through an inbound enrollment requesting a transfer over per customer request. This enrollment request was to take effect after the 1/15/15 billing cycle. When billing was corrected, per the enrollment request we received from the supplier, the account was then enrolled onto [redacted] from 1/15/15 going forward. If you wanted to end enrollment with the supplier you may first want to check with them to make sure there are no early termination charges depending on the contract enrolled with them. You can always continue to visit [redacted] to compare alternate supplier options.Comparing your sales and purchases from last year, this does seem pretty consistent for this time frame. The purchases on the account were lower this year than last year and your sales are also lower this year compared to last year for the same time frame. Were you able to check your inverter readings for your total generation for the same time frame? With the type of weather we’ve been experiencing this fall going into winter there has been a decrease in generation for a lot of customers. Especially with the temperatures running so much lower and colder this year compared to previous years your motor driven appliances will be running more. Not only did the supplier change cause the bill amount to be higher than last year but there are other portions of the bill that had slight increases as well compared to last year that can attribute to this.We hope this explanation was useful. If you have any other questions please feel free to contact our Customer Care Team at[redacted] Monday through Friday between 8 a.m. and 4:30 p.m.. Thank you and have a good day.Sincerely,EversourceCustomer Care Team[redacted]Feb email from me to [redacted] summarizing January 30 call with [redacted] regarding the unexplained appearance of [redacted] on my [redacted]/Eversource bill:[redacted]Feb 22to CustomerCareRe.Hi -My billing remains incorrect and consistent with the call that we had on January 30th, I will not be paying any more bills until it is corrected. I have spent hours upon hours on this issue and it is still not resolved. I can't spend any more time on it. If you take any credit action against me, I will save this correspondence and all other correspondence that I have had with [redacted] or Eversource, including records of our telephone conversations -- I will send them to my state and federal representatives as well as the Revdex.com.As a recap - I changed my [redacted] supplier in December via emails with [redacted]. I changed my supplier from a third party to [redacted]. I took all steps that [redacted] asked me to take including sending to you via email the numbers on both sides of my net meter.[redacted] changed my supplier but was unable to change my billing. As a result, I was overbilled by at least $150 for the next billing period.I called [redacted] and after being on hold and transferred several times, I was told that there was a "computer problem" at [redacted] and that unfortunately they could not rectify my bill, but they were aware of the issue and that it would be corrected. I told [redacted] rep that I would not pay any bill until the information on the bill reflected the supply change from December and the current [redacted] rates.I received an email from [redacted] that said that the situation had been corrected (Jan 30) and that I would receive a corrected bill. I received a corrected bill reflecting a credit and the change to [redacted] as supplier.Today (2/21) I received a new bill from Eversource ([redacted]'s new name) for $491.39. Deducted from this amount was my credit from my last bill of $150.69. The supplier is listed as "[redacted]" which is not [redacted] or Eversource. I did not change my supplier from [redacted] -- and the rates are different with this supplier than [redacted]. I am not sure why I am being billed for supply from [redacted] that I did not order.In addition, my [redacted] usage is noted as 67kWh/day during this billing period. This is despite the fact that the house has been vacant for approximately 25% of the month, and equaling my usage during the same period in 2014 when the house was occupied the entire time. It is crazy that my bill for one month in February, with no air conditioning usage, would be $491 WITH solar panels installed! Something is wrong with your metering, your billing system and how in the world do you now have [redacted] as my supplier???Please correct, provide support or credits -- and I look forward to leaving your grid as soon as I can. It is not possible that my bill could be this high in the middle of the winter when no one is home.Sincerely,[redacted]
After a review of the customer’s account, the customer’s request for tree trimming was submitted to our Eversource Vegetation Department for further assessment. On 09/23/15 an Eversource Arborist spoke with the customer and arranged a meeting for Friday 09/25/15. The arborist will meet...
the customer on site to review her concerns and determine a resolution.
Please accept our sincere apology for the way the customer was treated. A review of the account, shows that the customer service representative was quoting the proper information. The new start program is available for limited income customers with a past due balance of at least $100 and that is a...
minimum of 60 days overdue. This account does not qualify. The customer is eligible for a payment arrangement of $130 per month. This includes future bills for next 4 months.
After a review of the account, the customer’s balance will not be adjusted. The customer’s meter was not registering usage from 05/29/14 to 12/01/14 therefore the customer was not billed correctly for their electric usage. The customer’s bill was adjusted accordingly and the customer was set on a...
payment agreement on 03/05/15. The total back charges were $689.26. The Public Utilities Regulatory Authories (PURA) permits Eversource to back bill customers (if applicable) up to 12 months therefore the charges of $689.26 will not be removed.
At the time the payment agreement was initiated (03/05/15), Eversource projected the future charges and included those projections with the monthly installment plan. The customer used more electricity than originally calculated on 03/05/15 therefore leaving the customer a balance at the end of the payment agreement of $421.11. The usage was billed correctly (based on actual readings) therefore the customer is responsible for the billing charges. The customer is on an active payment agreement to assist with paying the balance.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Like I said, this payment arrangement is unaffordable for myself and my family's needs. Eversource can do much better than this state median has nothing to do with my needs or does its poor calculations which are seriously incorrect
Our records indicate the customer’s service was reconnected at 1:45 PM today (09/13/16). The customer’s feedback will be reviewed and the necessary corrective actions will be taken to better serve our customer’s in the future.
A review of the account, shows that the customer called to make a payment and her account was protected from the shut off. The agent informed the customer that she needed to make the payment. Services can be restored once a payment of $422.57 has been made.
After an additional review of the account, the customer called on 09/28/15 and provided his name, social security number, date of birth, telephone number and address of where the customer was requesting service effective 10/01/15. After the customer provided all his information for service, the representative informed the customer due to the address having a solar system, the customer would need to call back on 09/29/15 (during regular business hours) to complete the request. The representative informed the customer, his information was set up in our computer system therefore he would not need to provide his personal information again, however to finalize the transfer, the customer was instructed to call our Business Contact Center on 09/29/15. The direct phone number and the business hours were provided to the customer. We apologize for any misunderstanding that this may have caused. Our records indicate as of 10/05/15 (2:53 PM) that power was restored to the above referenced service address.
The delivery charges include the price for the delivery of electricity from the generating station (supplier) through the distribution system (substations, transmission lines, distribution lines) to the customer. These charges are multiplied by the amount of kWh the customer uses within the...
billing period therefore the total delivery charges and supply charges will change monthly. Eversource is mandated by state regulators therefore both supplier and delivery charges have the approval of the [redacted]
WE DO APOLOGIZE IF YOU MAY FEEL THIS IS UNFAIR, HOWEVER, THIS IS OUR POLICY AND IT APPLIES TO ALL OF OUR CUSTOMERS.
Dear Revdex.com: This complaint refers to an account that ended in [redacted] A review of the old account does not show that the account was disputed when it was active in [redacted] or during the past eight (8) years. Thank you for allowing the opportunity to provide an explanation. Very...
truly yours, [redacted] Regulatory Relations Specialist [redacted]
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 $2,000.00 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 company. I am winterizing my house again and the only running appliance will be my refrigerator. Let's see if I get another $250.00 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 200 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 $60.00 and $250.00 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 month. so if in winter I am being charged $250.00 with no heat running because my house is vacant I should be having a bill of $250.00 each and every month not like last month when it was $60.00. 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
Complaint: [redacted]
I am rejecting...
this response because:
If you reviewed the account as stated you would have noticed that I am not good at paying the bill on time but everytime I received a shutoff notice I called to pay the bill to avoid it, I don't care what you claim I did not receive a notice. Also I have also always received a recorded phone message which now your company can not even be nice enough to do, was never a problem before. Next, when someone asks to speak to a supervisor because the person they are talking to on the phone is rude they should be able to, not be told no. You charge high enough prices that you could at least be polite to your customers.
Sincerely,
[redacted]
A review of the account shows the termination notice was sent to the customer on September 9, 2015 (via mail) with a disconnection date of 09/23/15. 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 09/28/2015.
The customer’s concerns were forwarded to the Eversource Business Contact Center on 09/28/15 for further assistance. As a result the customer received an email dated 09/28/15 advising the customer of the status of her request and the next steps to follow. If the customer has any further...
questions or concerns please respond to the email and the Interconnections Manager will assist you.
Eversource is unable to disconnect the service at the service address due to a landlord agreement on file. Therefore service was cancelled from your name and the billing was discontinued from your name as of the date requested. If the customer has any discrepancy with the service not being disconnected then the customer would need to discuss this with the landlord as Eversource was abiding by the agreement set forth with the landlord.
The reconnection of service is scheduled for Monday December 7th. In the event, service is terminated the reconnect of service is scheduled for the next business day. Our workload for today is filled therefore we are unable to accommodate your request for same day service. We apologize...
for any mis- information the representative provided you regarding service being reconnected today and want to thank you for bringing this to our attention so we can take the proper corrective measures. Your account with be credited $50 for the inconvenience.
AFTER REVIEW OF THE SITUATION, THE REPRESENTATIVES INFORMED THE CUSTOMER OF THE CORRECT INFORMATION. FOR GAS ACCOUNTS, WE CAN NOT GIVE A TIME FRAME AS TO WHEN THE TECHNICIAN WILL BE THERE. THE TECHICIANS HAVE A SCHEDULE PER DAY AND WILL NOT KNOW THE TIME TO BE AT EACH LOCATION UNTIL THEY...
ARE ON THEIR WAY THERE. WE CAN LOOK INTO OUR POLICY TO SEE IF THIS CAN BE IMPROVED.
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. I contacted you ( Revdex.com) about this resolution shortly after I got off of the phone with [redacted] I see no mention of this, but a effort was made and sent.
Sincerely,
[redacted]
Our records indicate that a notice was mailed on January 11, 2017. With no response to this notification or the required payment amount, the gas service was disconnected on January 26, 2017. A customer service representative verified the mailing address was correct in our system. All...
customers’ that are disconnected for nonpayment are required to pay a security deposit for reconnection of service. The deposit will be held until the account establishes 12 consecutive months of good payment history.
Complaint: [redacted]
I am rejecting this response because I never changed to [redacted], have never heard of [redacted] and have no contact information for [redacted]. In addition, I requested that my supplier change to [redacted]/Eversource December 23, 2014 - and this is clearly documented and confirmed by Eversource below in a chain of emails. As soon as I identified the problem with my billing on January 16, I contacted [redacted]/Eversource (see email to [redacted] below from Jan 30) to have them rectify the issue. At that time, what [redacted] told me was that they had billing problems. They had computer problems. They did not know how to remedy these problems. They did not know how the change occurred and they did not know how to implement the 12/23/14 change to [redacted]. Nonetheless I was consistent at that time that from December 23 that I only wanted [redacted] to be my supplier. [redacted] sends the bills not [redacted] so they are in the best position to remedy. I do not have any contact or relationship with [redacted]. As my correspondence below notes, I was prompt in my objection to the bill and this change and [redacted] at that time admitted that they had billing and computer problems. The bill is sent by [redacted]. I would be happy to net out the portion of the bills that reflect amounts that are claimed to be owing to [redacted] and [redacted] can take it up with [redacted], but because [redacted] does collections for [redacted] I am not contacting them. I do not know how to contact them and I have never contacted them before. I have no legal relationship with them whatsoever. [redacted] should work it out with [redacted]/Eversource has been unable to resolve this billing issue on the phone, by email and by regular mail. [redacted]/Eversource has been unable to:1. Timely change my supplier to [redacted] in December 2014 despite email correspondence confirming the change. They were unable to reflect this in the bills and service orders that followed.2. They continue to say that my account was changed to [redacted] in December, but as you can see below, my provider was changed to [redacted], not [redacted] -- but for some unknown reason, [redacted] changed my supplier (after it had already been changed to them) to [redacted]. This was not done by me. Why would I change the supplier to [redacted] in early December, effective mid- January, and then call [redacted] and ask to change to [redacted] in December, and expect that it be changed to [redacted] in mid January only two weeks later. That is what happened. Why would I do this? 3. Explain how or why [redacted] was listed as a supplier on January bill. Especially since every correspondence sent by me to [redacted]/Eversource noted that I only wanted them to switch my supplier from whomever I had in 2014 to [redacted]. Why [redacted] was unable to get this done is unclear.Please see my emails below re: [redacted] and re: my December request to make [redacted] my sole supplier. Please note that they keep referring to a [redacted] service request 12/18/2014, but my service was changed to [redacted] on December 23, 2014 and confirmed by [redacted].I also want to report that I have started to receive shutoff notices from Eversource Credit and Collection Dept. This must stop immediately. I am actively disputing my billing and consider this to be harassment. Additionally, it just continued demonstration of Eversource's inability to manage its internal affairs and communications. If I receive any further harassing communications, in addition to the Revdex.com I will be contact the appropriate state utility authorities and my state representatives.
Sincerely,
[redacted] EMAIL FROM [redacted] CONFIRMING [redacted] (NOT [redacted]) AS SUPPLIER FROM DECEMBER 23, 2014 GOING FORWARD - please note the date of this email confirming that [redacted]/Eversource is my supplier:[redacted]12/23/14to meHello Ms. [redacted], I submitted the request for you to be billed up to today on your current supplier with those readings. Once the bill issues out we will be able to drop your supplier and bring you back to standard service with [redacted]. Any further questions please feel free to contact us. Thank you and have a great day. Sincerely, [redacted] Customer Care Team [redacted] EMAIL FROM [redacted] regarding [redacted]Feb 25to meMr. [redacted]We apologize for any confusion regarding your bill. Per our conversation on 1/28/15 our billing department rebilled and corrected the 1/15/15 statement to reflect the change back to Standard Service Generation. On 12/18/14 we received a request from [redacted] through an inbound enrollment requesting a transfer over per customer request. This enrollment request was to take effect after the 1/15/15 billing cycle. When billing was corrected, per the enrollment request we received from the supplier, the account was then enrolled onto [redacted] from 1/15/15 going forward. If you wanted to end enrollment with the supplier you may first want to check with them to make sure there are no early termination charges depending on the contract enrolled with them. You can always continue to visit [redacted] to compare alternate supplier options.Comparing your sales and purchases from last year, this does seem pretty consistent for this time frame. The purchases on the account were lower this year than last year and your sales are also lower this year compared to last year for the same time frame. Were you able to check your inverter readings for your total generation for the same time frame? With the type of weather we’ve been experiencing this fall going into winter there has been a decrease in generation for a lot of customers. Especially with the temperatures running so much lower and colder this year compared to previous years your motor driven appliances will be running more. Not only did the supplier change cause the bill amount to be higher than last year but there are other portions of the bill that had slight increases as well compared to last year that can attribute to this.We hope this explanation was useful. If you have any other questions please feel free to contact our Customer Care Team at[redacted] Monday through Friday between 8 a.m. and 4:30 p.m.. Thank you and have a good day.Sincerely,EversourceCustomer Care Team[redacted]Feb email from me to [redacted] summarizing January 30 call with [redacted] regarding the unexplained appearance of [redacted] on my [redacted]/Eversource bill:[redacted]Feb 22to CustomerCareRe.Hi -My billing remains incorrect and consistent with the call that we had on January 30th, I will not be paying any more bills until it is corrected. I have spent hours upon hours on this issue and it is still not resolved. I can't spend any more time on it. If you take any credit action against me, I will save this correspondence and all other correspondence that I have had with [redacted] or Eversource, including records of our telephone conversations -- I will send them to my state and federal representatives as well as the Revdex.com.As a recap - I changed my [redacted] supplier in December via emails with [redacted]. I changed my supplier from a third party to [redacted]. I took all steps that [redacted] asked me to take including sending to you via email the numbers on both sides of my net meter.[redacted] changed my supplier but was unable to change my billing. As a result, I was overbilled by at least $150 for the next billing period.I called [redacted] and after being on hold and transferred several times, I was told that there was a "computer problem" at [redacted] and that unfortunately they could not rectify my bill, but they were aware of the issue and that it would be corrected. I told [redacted] rep that I would not pay any bill until the information on the bill reflected the supply change from December and the current [redacted] rates.I received an email from [redacted] that said that the situation had been corrected (Jan 30) and that I would receive a corrected bill. I received a corrected bill reflecting a credit and the change to [redacted] as supplier.Today (2/21) I received a new bill from Eversource ([redacted]'s new name) for $491.39. Deducted from this amount was my credit from my last bill of $150.69. The supplier is listed as "[redacted]" which is not [redacted] or Eversource. I did not change my supplier from [redacted] -- and the rates are different with this supplier than [redacted]. I am not sure why I am being billed for supply from [redacted] that I did not order.In addition, my [redacted] usage is noted as 67kWh/day during this billing period. This is despite the fact that the house has been vacant for approximately 25% of the month, and equaling my usage during the same period in 2014 when the house was occupied the entire time. It is crazy that my bill for one month in February, with no air conditioning usage, would be $491 WITH solar panels installed! Something is wrong with your metering, your billing system and how in the world do you now have [redacted] as my supplier???Please correct, provide support or credits -- and I look forward to leaving your grid as soon as I can. It is not possible that my bill could be this high in the middle of the winter when no one is home.Sincerely,[redacted]
After a review of the customer’s account, the customer’s request for tree trimming was submitted to our Eversource Vegetation Department for further assessment. On 09/23/15 an Eversource Arborist spoke with the customer and arranged a meeting for Friday 09/25/15. The arborist will meet...
the customer on site to review her concerns and determine a resolution.
Please accept our sincere apology for the way the customer was treated. A review of the account, shows that the customer service representative was quoting the proper information. The new start program is available for limited income customers with a past due balance of at least $100 and that is a...
minimum of 60 days overdue. This account does not qualify. The customer is eligible for a payment arrangement of $130 per month. This includes future bills for next 4 months.
After a review of the account, the customer’s balance will not be adjusted. The customer’s meter was not registering usage from 05/29/14 to 12/01/14 therefore the customer was not billed correctly for their electric usage. The customer’s bill was adjusted accordingly and the customer was set on a...
payment agreement on 03/05/15. The total back charges were $689.26. The Public Utilities Regulatory Authories (PURA) permits Eversource to back bill customers (if applicable) up to 12 months therefore the charges of $689.26 will not be removed.
At the time the payment agreement was initiated (03/05/15), Eversource projected the future charges and included those projections with the monthly installment plan. The customer used more electricity than originally calculated on 03/05/15 therefore leaving the customer a balance at the end of the payment agreement of $421.11. The usage was billed correctly (based on actual readings) therefore the customer is responsible for the billing charges. The customer is on an active payment agreement to assist with paying the balance.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Like I said, this payment arrangement is unaffordable for myself and my family's needs. Eversource can do much better than this state median has nothing to do with my needs or does its poor calculations which are seriously incorrect
Our records indicate the customer’s service was reconnected at 1:45 PM today (09/13/16). The customer’s feedback will be reviewed and the necessary corrective actions will be taken to better serve our customer’s in the future.