Utility Reports Instances Of Billing Incorrect Rate To Retail Supplier's Customers, Due To Utility System Error

July 1, 2019

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Reporting by Paul Ring • ring@energychoicematters.com

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Connecticut Light and Power (Eversource Energy) reported to the Connecticut PURA certain instances in which the utility billed the customers of retail suppliers an outdated, prior rate, despite suppliers submitting an updated rate to the utility

Specifically, CL&P on June 28 informed PURA that, "Please be advised that an issue was discovered by The Connecticut Light and Power Company d/b/a Eversource Energy (the 'Company' or 'Eversource') concerning Electronic Data Interchange ('EDI') accept responses that were sent to suppliers on June 3, 2019, but were not changed in the Company’s Customer Service System ('C2')."

CL&P informed PURA that, "The supplier that brought this to the Company’s attention provided two examples of accounts where the supplier sent a price change request via EDI on June 3, 2019. The Eversource system echoed price change transactions to each supplier, indicating acceptance of their transaction(s). However, the C2 system did not update the price adjustments that were transmitted and instead held the price currently in the system for billing. The C2 system then billed the customer using the price that was in the system prior to the supplier’s June 3, 2019 price change."

In its June 28 letter to PURA, CL&P had stated its intent that, "Beginning Monday, we will send proactive communication to affected customers, and make all corrective adjustments. The suppliers will also be notified once the customer accounts have been addressed as a priority."

However, PURA on June 28 directed that, "Eversource must submit a copy of the aforementioned 'proactive communication' to the Authority for approval before transmitting it to affected customers."

"In addition to providing a copy of the intended customer communication, Eversource must submit information detailing how many customers will receive the letter and which supplier(s)’ customers were impacted. Eversource shall submit such material to the Authority by noon, July 3, 2019," PURA said

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