Regulator Modifies Letter To Be Sent By Utility To Retail Supplier Customers Charged Incorrect Rate Due To Utility System Error

The Connecticut PURA has approved letters to be sent by Connecticut Light and Power (Eversource Energy) to customers of retail electric suppliers who were recently charged an incorrect rate because CL&P's customer care system did not capture updated rates submitted by the suppliers, even though CL&P's EDI system sent suppliers an echo accepting the price change

As exclusively first reported by EnergyChoiceMatters.com, CL&P reported that 246 retail supplier customers were overcharged due to the issue, and that 123 retail supplier customers were undercharged due to the issue

PURA approved without modification CL&P's proposed letter to customers who were overcharged, with such letter stating: "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."

The average customer credit will be $8.11

However, for customers who were undercharged and who will be subject to an additional charge, PURA required CL&P to modify the letter, as PURA noted that the letter does not offer customers the ability to establish a payment plan as required by Conn. Gen. Stat. § 16-259a(d). The average customer additional charge will be $15.54.

"The Authority notes that the Undercharge Letter does not offer to establish a payment plan as required by Conn. Gen. Stat. § 16-259a(d). Although Eversource indicated in the Letter that the average customer debit will be only $15.54, Conn. Gen. Stat. § 16-259a(d) does not set an arrearage limit under which a payment plan is not required. As a result, the Authority instructs Eversource to include the following sentence at the end of the first paragraph of the Undercharge Letter: 'If you are unable to pay the full additional amount as part of your next bill, please contact us at [EVERSOURCE INSERT PHONE NUMBER] to establish a payment plan for the arrearage," PURA directed

The language for the approved undercharge letter reads: "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. If you are unable to pay the full additional amount as part of your next bill, please contact us at [EVERSOURCE INSERT PHONE NUMBER] to establish a payment plan for the arrearage"

PURA also directed CL&P to provide a report with a detailed explanation of how the EDI error occurred and a detailed explanation of what processes Eversource has implemented to ensure the EDI error cannot occur again.