ComplaintsforEversource Energy

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Initial Complaint
03/17/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Eversource had inaccurate information listed on the Secretary of states website so my correspondence was returned to me. A copy was delivered to the payment center but ignored. (certified mail number **** **** **** **** **** signed by S. D******, or D*******.) I sent the company a cease & desist and a billing error notice and its been over 30 days and no response. I received a text today saying that my services are going to be disconnected on the 30th which would violate ** *** *******. Eversource is violating my rights as a federally protected consumer.
Business response
03/30/2022
Please be advised that the ** *** ******* act does not apply to Eversource, as Eversource is not a debt collector under the statute.
Initial Complaint
03/17/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Last month eversource cut down some trees in front of my mothers house. They left a huge pile of logs. They have not picked up the logs yet.The rats are nesting. I tried to contact eversource and i could not get the right department. After an hour of getting transferrred to the wrong people i gave up. Sent an email and never heard from them. This is illegal that we have go be held hostage by this bunch of gangsters. Why is there no competition? Please help as i do not know what to do with this horrible company. **** ******* **** ******** **** *** ****** ** ********* ** 06787 Now what do i do?
Business response
03/17/2022
A review of the account shows that the customer called today and a ticket has been placed into the department that handles it
Initial Complaint
03/08/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
For the last 3 months I have received an inaccurate bill. Each time I have called & requested the correct information. Today i have spent over 2 hours trying to get this resolved. Twice Eversouce has dropped the call on me. I have been online now as the "next in line for over half an hour - the second time today.
Business response
03/09/2022
A review of the account shows that the customer is on a payment arrangement and it was lowered due to the credit applied to the account
Customer response
03/12/2022

Complaint: ********

I am rejecting this response because: I have received a statement saying I owe $100.00. Something is wrong. It's practically impossible for me to get to the correct department by phgone.

Sincerely,

**** *******
Business response
03/16/2022
We do not show any statements that show a bill for $100
Initial Complaint
03/08/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Following a move/transfer of services ever-source has billed my FIVE times in the last week for a total of $904!!! Their billing department confirmed that this should not be the case but could not figure out why it was happening and suggested that I ask customer service for help. I am waiting for a customer service call back but am very concerned that they keep debiting more and more money out of my bank account! Please help!
Business response
03/09/2022
A review of the account shows that the customer has an electric account and a gas account with Eversource. The customer is making the payments on the gas account and the electric account has autopay, so Eversource is not debiting his account more than what the customer is paying. The payment for $213.92 and $25.25 went to the gas account. The payments for $185.33 and $209.29 went to the electric account. All payments were processed by the customer.
Customer response
03/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
03/04/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have the following Four Accounts with Eversource for which I scheduled credit card payments that were never processed: - #*********30 - #*********48 - #*********61 - #*********53 Eversource never processed my credit card payments. I Tried to pay it, they
Business response
03/04/2022
Dear Better Business Bureau:

Thank you for allowing the opportunity to provide an explanation. The four accounts referenced by the customer began on December 1, 2020 and ended August 1, 2021. While the accounts were active, no payments were received and after the accounts ended, no payments were received.

The account numbers referenced by customer are provided below:
*********30
*********48
*********61
*********53

These four accounts are six (6) months past due from the final bill, have been reported to the credit agencies, and can not be paid by credit card.

As these accounts are delinquent, they will not be removed from the credit agencies report as delinquent.
If the customer would like to remove the debt from the report (not delinquency), she can contact Eversource at ###-###-#### and pay via e-check.
Very truly yours,
Mary Ellen M*****
Eversource
Regulatory Affairs Specialist
Initial Complaint
03/02/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear BBB, I got a 53% jump on my electricity bill from last month without any changes on my side, so I called eversource to see if we can check i for any error in reading the meter, and I kept getting transferred to 'customer service' - 6 times + redirected to automated call back 2 times (past 3 hours), everytime being promised that I'll be talking to someone who'll assist me to figure out if there's error in billing. All I need is recheck for any errors and I cannot have anyone help me with that. Best regards.
Business response
03/02/2022
A review of the account shows that the customer's usage went up 25%. The kilowatts used was 4282 compared to last year of 3424 and last month of 3315. The customer also heats with electric; the average temps was 28 degrees. The reading was an actual reading, so there will be no adjustments made.
Customer response
03/02/2022

Complaint: ********

I am rejecting this response because:
The information is incorrect :the average temps was 28 degrees, I have my thermostat set at 21 during day time and 18 during night, I do not agree that the avg temp can ever be 28. I request proof for this claim. I suggest there has been some error in reading the meter and request an investigation.

Sincerely,

***** *****
Business response
03/02/2022
The reading from the meter is was an actual read. We can do a meter test for the customer but we will need access to their meter room.
Customer response
03/02/2022

Complaint: ********

I am rejecting this response because:
I do not see any proof of their previous claim that “avg temps was 28 degrees”

I have talked to my condo association and their response was – “Please tell Eversource to give us a call to allow them access to the meter room.”
The association is “*** ******** ***** ** *** ***.” and contact person is ****** ******, Property Assistant, P: ************, ext ****, Direct Dial: *******-****, Office Hrs: 8-5 Mon-Thurs, 8-4 Friday

I would want to keep the claim open until I’m satisfied w. the investigation and/or bill adjustment, since I’m unable to get any kind of response by directly calling eversource.
I got a call back(that I had previously requested) from eversource after filing this claim and I got "terrible" customer service, they were transferring me again, so I asked for a supervisor and the rep had me waiting for 20 mins, and then transferred me saying she's transferring to the supervisor and I was placed again in the main menu. If I were to provide the details of that 30 min call, I was quite convinced the rep had no intention of getting a supervisor, I was just played around with as I was in the previous 3 hour ordeal of transferring between 6 reps and 2 call backs, and this was after I mentioned to them that I had filed a complain with BBB.
I cannot trust working with eversource directly on this.

Sincerely,

***** *****
Initial Complaint
03/01/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was enrolled in the ********* ****** *********** program through the city of ****** effective 1/1/2022. Under this program, the supply charge should be lower and should list *** or ****** as the supplier. As such, my energy supplier rate should be $0.11161/kWh. The City has confirmed my enrollment and said I should not be charged more than $0.11161 after 2/7/22. However, Eversource is still charging me as though they are the supplier at a rate of $0.15764/kWh. The failure to update the supplier on my account increased my March bill by over $56. When I have called, Eversource refuses to correct this problem stating that it takes up to 3 months for supplier changes to update (which is inconsistent with City guidelines). It does not take 3 months to update a supplier in 2022 - Eversource is choosing not to update suppliers to the *** program as they directly benefit. Meanwhile, customers are told to pay the overcharges or risk having their power turned off or their credit damaged. Eversource is clearly not playing fair and taking advantage of customers for its own advantage. Note - My current rate should be the optional basic, which is $0.10771. The Standard default plan was what I was automatically enrolled in on 1/1/2022. I switched to the optional basic plan on 1/5/22. The optional basic plan has an ever lower rate at $0.10771/kWh.
Business response
03/02/2022
Dear Better Business Bureau:
The attachment, provided by the Mr. *******, dated January 5, 2022 from the City of ****** Opt-In states, “Please allow 1-2 billing cycles for enrollment status to change unless you received a consumer notification mailing and are submitting this within the 30-day enrollment/opt-out period”.

The bill (attached) referenced as March 2022 bill is not a March 2022 bill. The bill date is February 8, 2022.
As of today, the account has not billed for the month of March 2022.
The information provided by the city’s aggregator, Constellation NewEnergy stated their processing could take 1-2 billing cycles.
Eversource received the data from the supplier on 1/27/22. Meaning that the effective enrollment date is the next billing cycle after the February bill and would result in the March 2022 bill utilizing the supplier, with CNE (Constellation NewEnergy) supplier for City of ****** Municipal Aggregation.
Thank you for allowing the opportunity to provide an explanation.
Sincerely,
Mary Ellen M*****
Regulatory Affairs Specialist
Eversource

Business response
03/02/2022
Dear Better Business Bureau:
The attachment, provided by the Mr. *******, dated January 5, 2022 from the City of ****** Opt-In states, “Please allow 1-2 billing cycles for enrollment status to change unless you received a consumer notification mailing and are submitting this within the 30-day enrollment/opt-out period”.

The bill (attached) referenced as March 2022 bill is not a March 2022 bill. The bill date is February 8, 2022.
As of today, the account has not billed for the month of March 2022.
The information provided by the city’s aggregator, ************* ********* stated their processing could take 1-2 billing cycles.
Eversource received the data from the supplier on 1/27/22. Meaning that the effective enrollment date is the next billing cycle after the February bill and would result in the March 2022 bill utilizing the supplier, with CNE (************* *********) supplier for City of ****** Municipal Aggregation.
Thank you for allowing the opportunity to provide an explanation.
Sincerely,
Mary Ellen M*****
Regulatory Affairs Specialist
Eversource
Initial Complaint
02/22/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have requested Eversource to provide proof of a debt they are trying to collect. Account number 5*********7. We have requested via telephone (on 12/3/21, 12/7/21, and 1/25/22), email (on 12/3/21, 12/7/21, 12/21/21, and 1/24/21), and certified mail (return receipt was stamped 2/2/22). We still continue to receive monthly bills and accumulation of amount owed on our account. This is in direct violation of the Fair Debt Collection Practices Act.
Business response
02/23/2022
A review of the situation shows that the customer was advised that once Eversource hears from the creditor the account will reflect the hold.
Customer response
02/23/2022

Complaint: ********

I am rejecting this response because: Eversource is the company doing the billing on behalf of the "creditor". Eversource is the company in violation of the Fair Debt Collection Practices Act by continuing to try to collect a debt of which it has no authority to do so.
With regards to the "creditor" in question (who may or may not be legitimate), that company HAS advised Eversource to stop collections. A letter from that company is attached herein, for reference.

Sincerely,

**** ****
Business response
03/11/2022
We have forwarded your letter to the billing department to make the corrections
Initial Complaint
02/01/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
RE: Eversource Account #***********, *** ****** **** **** *********** ** ***** Relative to the above noted address and Eversource Account Number, please be advised it has been without power since Friday, January 28, 2022, and that there are downed electrical wires at that location as well. Eversource does not respond and has not repaired the damage or restored service. Eversource needs to immediately repair and correct the problem. Thank you. Best regards, ****** ***** Phone: ###-###-####
Business response
02/16/2022
Dear Better Business Bureau:

The customer also took this issue to the ************* Department of Public Utilities.
The customer was informed that their service connection to their property needed to be repaired and made safe by their electrician.

Sincerely,
Mary Ellen M*****
Regulatory Affairs Specialist
Eversource
Initial Complaint
01/31/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Attempting to resolve an overdue balance since June 2021. 7 individual payments wee posted to an incorrect Eversource account and were cashed by the company. I contacted customer service to reconcile the balance and was told that *** **** needed to provide proof of payment in order for the seven payments to be posted to the right account. Proof of payment was sent by fax by *** **** to Eversource in late December 2021 and recieved by regular mail by me in less than 10 business days. Shut off notice for 1/30/22 came in the mail with a balance of over $1,200. I called Eversource customer service and rep promised to investigate. Eversource rep contacted me back and said that proof of payment was not received. I called *** **** today 1/28/22. *** **** rep was willing to resend proof of payment by fax as well as start an internal investigation on why the funds cashed by Eversource were not applied to the right account. I tried to contact Eversource to follow up today as well but have up after being on hd for 30 minutes.
Business response
01/31/2022
A review of the account shows that we have not received any information from the customer's bank to show proof that she made the payments.
Customer response
01/31/2022

Complaint: ********

I am rejecting this response because: proof of payment for all seven transactions has been sent two weeks ago by fax and copies of said faxed were mailed to me at home. Sincerely,

******** *******
Business response
01/31/2022
We have not received anything from the bank as of yet

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