Complaints

This profile includes complaints for Eversource Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Eversource Energy

  PO Box 270 Hartford, CT 06141-0270

  
• 

  Connecticut Light and Power

  PO Box 650032 Dallas, TX 75265-0032

• 

  Eversource Energy

  1 Federal Street Building 111-4A Springfield, MA 01105

• 

  Eversource Energy

  215 Shelburne Road Greenfield, MA 01301

• 

  NSTAR

  PO Box 660369 Dallas, TX 75266

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint about the Eversource "Public Benefits" charge. On the bill I just received this was $193.88!!!!!! Bringing my bill to $634.77 for 1 month. I am a single working women. Why am I paying for other customers who can not pay their bills or need assistance. This should be supplied by the government and not passed on to other customers like me!! I have to keep my home heat at 64 degrees F during the day and 60 degrees F at night which is cold and my bill is $634.77!!!!!!!!! Please assist and advise. My Eversource account number is: **** *** ****. Thank you, ***** **********

  Business Response

  Date: 01/17/2025

  We appreciate how challenging the increase has been for our Connecticut customers. Public Benefits pay for many valuable programs to customers, including assistance and energy efficiency programs, as well as state-mandated power purchase agreements, which are vulnerable to market forces, and make up the largest part of this increase.
  
  While we don’t have any control over the costs creating this increase, we agree that there needs to be change. We’ve proposed solutions to the ratemaking process that will better reflect real-time costs, help prevent the kind of rate swings we’re seeing now and create bill stability for our customers. To learn more about the Public Benefits portion of your bill and our proposals, please visit ************************.
  
  We recognize the proposed solutions do not alleviate the burden you are feeling now. If you are having trouble paying your bill, we have more programs and assistance available than ever before to help. Even if you haven’t qualified for assistance in the past, please reach out to us at ###-###-#### for one-on-one support with enrolling in our flexible payment plans, energy efficiency programs and other available financial assistance – including a discount for electric bills. We also encourage you to monitor supplier rates on **************, as you may be able to find a lower supply rate, which can help lessen the impact of the Public Benefits increase

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had several telephone conversations with Eversource, most recently, yesterday, and always leave feeling more confused. I am trying to get clarification as to how much I owe them - every time I visit their website it is a different amount. Their bookkeeping is incomprehensible to me. I have sent you 3 attachments to illustrate.

  Business Response

  Date: 01/13/2025

  A review of the account and the documents sent, the customer has a credit on the account. There is no payment due. 

  Customer Answer

  Date: 01/13/2025

  
  Complaint: ********
  
  I am rejecting this response because: It does not tell me what my balance is. Please clarify this
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/14/2025

  The balance on the account as of today is a credit of $713.85. 

  Customer Answer

  Date: 01/14/2025

  
  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

  Date:01/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Eversource began adding a fraudulent charge for "Public Benefits" which is inordinate and exorbitant. No one in the State of *********** can afford these electric bill prices. Please help us fight these charges. I will be complaining to our ***** *** ******* ******** and will not tolerate this abuse any longer.

  Business Response

  Date: 01/13/2025

  We appreciate how challenging the increase has been for our *********** customers, especially during this incredibly hot summer when we’ve had to use more electricity to keep cool. Public Benefits pay for many valuable programs to customers, including assistance and energy efficiency programs, as well as state-mandated power purchase agreements, which are vulnerable to market forces, and make up the largest part of this increase.
  
  While we don’t have any control over the costs creating this increase, we agree that there needs to be change. We’ve proposed solutions to the ratemaking process that will better reflect real-time costs, help prevent the kind of rate swings we’re seeing now and create bill stability for our customers. To learn more about the Public Benefits portion of your bill and our proposals, please visit ************************.
  
  We recognize the proposed solutions do not alleviate the burden you are feeling now. If you are having trouble paying your bill, we have more programs and assistance available than ever before to help. Even if you haven’t qualified for assistance in the past, please reach out to us at 800-286-2828 for one-on-one support with enrolling in our flexible payment plans, energy efficiency programs and other available financial assistance – including a discount for electric bills. We also encourage you to monitor supplier rates on EnergizeCT.com, as you may be able to find a lower supply rate, which can help lessen the impact of the Public Benefits increase.

• Initial Complaint

  Date:01/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am reaching out to submit an official complaint against Eversource. In the past few months, our electricity bill continues to increase. Our usage has remained almost the same yet all of the extra charges are increasing. Just this month, our usage was $86 yet our bill was $288. This is absurd and abuse of power. We are barely making ends meet and paying for all of these extra charges including a community fee that’s almost $50 a month. This is not acceptable. We also have solar but that doesn’t seem to help as our bill is so high due to these fees. I am requesting that this be looked into and all of these extra charges be removed or at least lowered. There is no reason I should pay 3x the amount of my usage. This is completely unacceptable and while we are struggling, the CEO is making millions of dollars off us hard working residents. We do not have another option as Eversource is the only company in **. Yes we can use other suppliers which we do when the rates are cheaper. We do not qualify for any assistance and cannot afford these increases. Regardless if we did qualify, we should not be paying 3x our usage. Please review my complaint and I hope to receive a response with a resolution to this.

  Business Response

  Date: 01/10/2025

  A review of the account, shows that the customer is using solar.  However, the customer is using more than they are generating.  The customer is also receiving 10% off their bill. All customer's pay the same fees which are regulated by the state of ***********. 

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my electric account with Eversource upon moving from my previous residence. Move out date was 11/30/2024. Eversource informed me that I had 30 days from the bill issuance date to pay the final balance. I received a bill and promptly paid the full amount. Subsequently, I received another bill on 12/19/2024 for $98.68. I paid this remaining balance in full on 01/03/2025. However, on 01/08/2025, I received an email from a collections agency regarding this account. Upon contacting Eversource today, I was informed that my account information was sent to collections on 12/04/2024, prior to even receiving my final bill. Eversource also stated that they billed me for service until 12/10/2024, despite my move-out date being 11/30/2024. This erroneous action by Eversource has caused me significant distress and concern. The premature sending of my account information to a collections agency poses a serious data security risk. With the increasing frequency of data breaches, I am deeply concerned about the potential misuse of my personal and financial information. Financial Impact: This inaccurate reporting to a collections agency could negatively impact my credit score. I demand that Eversource immediately instruct the collections agency to cease all collection activity and remove my account from their records. I request written confirmation from Eversource that all my data has been retrieved from the collections agency and that no further information will be shared with any third parties without my explicit consent. I request a full refund for any overpayment made to Eversource due to the inaccurate billing. I request that Eversource correct all errors in my account records to accurately reflect my move-out date and payment history. I believe Eversource's actions constitute a serious breach of customer trust and a violation of data security protocols. I urge the BBB to investigate this matter and assist me in resolving this issue.

  Business Response

  Date: 01/09/2025

  When a customer closes their account, Eversource uses a collection agency to collect the final payment.  Once payment is made, all agencies update the records to show paid. 

  Customer Answer

  Date: 01/09/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  The response provided was generic and failed to address the specific concerns I raised.
  Specifically:
  Misleading Information: I was consistently informed by multiple Eversource Customer Service Representatives (CSRs), including supervisors, that my account would only be referred to collections if the full balance was not paid within 30 days of the billing date. This information was repeated on numerous occasions throughout the month of December.
  Account Closure: My account was closed, and I made all payments promptly to avoid any collections action, as advised by your representatives.
  Data Breach: Despite my adherence to the payment instructions provided by your CSRs, my account information was erroneously sent to a collection agency. This constitutes a data breach and a significant violation of my trust.
  I demand the following:
  Immediate Investigation: A thorough investigation into how my account information was incorrectly sent to the collection agency, including disciplinary action for the responsible employees.
  Data Recall: Immediate steps must be taken to recall my personal information from the collection agency.
  Collection Agency Instruction: Eversource must instruct the collection agency to permanently delete all my data and cease any and all collection activities related to my account.
  Written Confirmation: I request a written confirmation from Eversource detailing the actions taken to address these issues, including confirmation of the data recall and the instructions provided to the collection agency.
  I expect a prompt and comprehensive response to this letter addressing all of my concerns. Failure to address these issues satisfactorily may result in further action, including escalating this matter to the relevant regulatory authorities.

   

  Sincerely, 

  ******* *******

  Business Response

  Date: 01/10/2025

  None of the customers information was sent to the collection agency erroneously.  Any customer that closes an account, the collection agency will collect the final bills.  We are sorry that the customer was misinformed. 

• Initial Complaint

  Date:12/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/17/2024 I received my bill for $252.70 and I don't know what is going on because I live in an apartment complex not a house I see that I'm being charged for a supplier fee of $110.59 a delivery fee of $141.19 and other fees

  Business Response

  Date: 01/06/2025

  Dear Better Business Bureau:     
  Thank for allowing the opportunity to provide information regarding the electric account of Renee Hector.
  The electric account began as of February 1, 2020.
  The Delivery and Supplier Charges have been on each bill since February 1, 2020.
  The account records show the customer last contacted Eversource in July regarding an issue with a payment station.
  The customer can find an explanation of charges on the following link: *******************************************************************************************************************************************

  OR

  Call Eversource at ###-###-####.
  
  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:12/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m Eversource customer with both gas an electric, the problem I have with them is lack of accountability, when I made a payment with them online they will say they never received it , I paid $900 through customer services since 11/11/24 and 11/26/24 they said is till processing and the bank said they received it but one of their representative said they didn’t receive it and they send me a disconnected notice without credit the money I paid , their customer service is poor, you get different information when you call them , overcharged, no transparency,

  Business Response

  Date: 01/06/2025

  Dear Better Business Bureau:

  Attached please share with *** ******* *******n the attached excel spreadsheet showing the payments on the gas and electric accounts from 11/12/2024 through 11/25/2024.

  If the customer's banking records differ from the attached spreadsheet, we would require the transaction records from the institution the funds were withdrawn.

  Thank you,

  Mary Ellen M*****

  Eversource

  Regulatory Relations Specialist

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my energy bill this month and saw a charge of $224.00 for Public Benefits and was defined on my bill as "cost to support energy programs authorized by the state". So I, as a single mom am expected to pay for the lazy people of *********** and drugs addicts to get free electricity? This is theft. Plain and simple. And if I don't pay this "fee" for the people who receive free electricity MY service will get shut off. This is corporate greed at it's finest. If eversource can't afford to provide "free" electricity to the "less fortunate" then they shouldn't do it. Don't FORCE the cost on the people who work for a living.

  Business Response

  Date: 12/17/2024

  We appreciate how challenging the increase has been for our *********** customers. Public Benefits pay for many valuable programs to customers, including assistance and energy efficiency programs, as well as state-mandated power purchase agreements, which are vulnerable to market forces, and make up the largest part of this increase.
  
  While we don’t have any control over the costs creating this increase, we agree that there needs to be change. We’ve proposed solutions to the ratemaking process that will better reflect real-time costs, help prevent the kind of rate swings we’re seeing now and create bill stability for our customers. To learn more about the Public Benefits portion of your bill and our proposals, please visit *************************
  
  We recognize the proposed solutions do not alleviate the burden you are feeling now. If you are having trouble paying your bill, we have more programs and assistance available than ever before to help. Even if you haven’t qualified for assistance in the past, please reach out to us at ###-###-#### for one-on-one support with enrolling in our flexible payment plans, energy efficiency programs and other available financial assistance – including a discount for electric bills. We also encourage you to monitor supplier rates on **************, as you may be able to find a lower supply rate, which can help lessen the impact of the Public Benefits increase.

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complainant: ****** ******* Address: ** ***** ******* ********* ** ***** Account Number: [Unavailable at this time] Date of Sale: November 7, 2024 Company: Eversource Energy Nature of the Complaint: On November 7, 2024, I sold the property located at ** ***** ******* ********* ** *****. Following the sale, I promptly informed Eversource to close my account(s) associated with this property, including accounts for common areas and various units. I no longer own or reside at the property, and therefore, I should not be responsible for any charges following the sale date. Despite my notification, I have continued to receive several bills from Eversource for this property, including for common areas and some units. This continued billing is inappropriate and unjustified, given that I am no longer the property owner. Desired Resolution: I request the following actions to resolve this issue: Immediate closure of all accounts associated with ** ***** ******* ********* **, as of November 7, 2024. Immediate cessation of all future billing related to this property. A review and cancellation of any charges applied after November 7, 2024, across all accounts for the property (common areas and units), and removal of any such charges from my records. Confirmation in writing that all accounts have been closed and the billing issue has been resolved. I expect a prompt and clear response to this matter. Failure to resolve this issue may result in further action. Thank you for your attention to this issue. Sincerely, ****** *******

  Business Response

  Date: 01/02/2025

  All accounts including the common areas accounts were taken out of ****** *******’s name as of 11/7/2024 and there will be no future billing past 11/7/24. Customer was sent a statement advising of the final balance as of 11/7/24.

  Customer Answer

  Date: 01/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:

   

  this final balence still dont make any sencee
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm had a solar company install a new solar system on my roof. I paid extra for an enphase Computer monitoring system that monitors panel output. The City of ******* signed off on the project as well as Evers source. We finish the project. We got final inspection from the City of ******* electrical inspector that stated everything was good and we passed inspection ever came out and said that they need to put in 2 electrical meters instead of one, 1 meter to show the production of the panels, which is what the enphase system does. So we complied I had to take out another building permit, install the second panel box for the meter had the electrical inspector come out again and approve the second panel. Now every source is saying it's too low to the ground. However, there's nothing in the *** ******** ******** code that says anything about the height. We asked Evers source, why didn't they tell us this before. And we're meeting dead ends. The panel box has been installed as they asked and has been approved by the CITY OF ******* now they're changing their rules again I cannot get a straight answer from anybody at Evers source to finish this project. I have contacted **** as well.

  Business Response

  Date: 12/16/2024

  A review of the account shows the 2nd work request was generated December 12, 2024 and is not due to be completed until 12/26/2024. 

  Customer Answer

  Date: 12/24/2024

  I have nothing to add as of yet apart from this correspondence from Eversource I have not heard from anybody from the company however, my solar contractor said they’re supposed to finish the job on Friday. I’m just waiting to see if they finish it.