Update: Utility Reports Amount Of Retail Supplier Customers Charged Incorrect Rate (Some Higher) Due To Utility System Error
Files Proposed Letters To Affected Customers
July 2, 2019 Email This Story Copyright 2010-19 EnergyChoiceMatters.com
Reporting by Paul Ring • email@example.com
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Connecticut Light and Power (Eversource) has filed with PURA data concerning the number of retail supplier customers impacted by a CL&P billing system error which saw such customers of retail suppliers charged an incorrect rate, and also filed with PURA proposed letters to be sent to affected customers
As exclusively first reported by EnergyChoiceMatters.com, CL&P previously informed PURA that, when suppliers submitted certain rate changes via EDI (and supplier received an echo accepting the price change), CL&P's C2 customer service 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.
CL&P reported that 246 retail supplier customers were overcharged due to the issue. CL&P proposed to issue a credit on the customer's next bill to address the overcharge. The average customer credit will be $8.11
CL&P reported that 123 retail supplier customers were undercharged due to the issue. CL&P proposed to include an additional charge on the customer's next bill to address the undercharged. The average customer additional charge will be $15.54.
CL&P proposed the following language for a customer letter to be sent to customers who were overcharged and who will receive a credit: "Please accept our sincere apology for a billing error that occurred on June 3. As a result of a system error, your most recent bill did not reflect your current third-party electric supply price and you were overcharged by <$AMOUNT>. Your next bill will be credited with this overbilled amount to correct this issue."
CL&P proposed the following language for a customer letter to be sent to customers who were undercharged and whose next bill will include an additional charge: "Please accept our sincere apology for a billing error that occurred on June 3. As a result of a system error, your most recent bill did not reflect your current third-party electric supply price and you were undercharged by <$AMOUNT>. For this reason, you will see an additional amount due on your next billing statement."
CL&P said that customers that will receive these communications are enrolled with the following suppliers: Ambit Energy LLC, Constellation NewEnergy, Direct Energy, Discount Power Inc., Liberty Power Holdings LLC, North American Power and Gas LLC, Public Power, Sunwave Gas and Power Connecticut Inc., Town Square Energy, and Xoom Energy Connecticut LLC.