Eversource Responds to Customer Concerns about Recent Bills

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Energy company working with customers one-on-one to help reduce bills through customer care programs

BERLIN, Conn. (July 31, 2020) – Eversource is extending financial assistance and working one-on-one with customers to manage and reduce their future bills in response to this week’s concerns about higher-than-normal utility bills. The energy company fielded thousands of individual calls from customers this week and continues working to connect customers with energy efficiency and payment support solutions, including a no-fee, no-interest COVID-19 payment plan.

“We share the concerns of our customers and know that this is an unexpected cause of distress during an already challenging time,” said Eversource Senior Vice President and Chief Customer Officer Penni Conner. “We’re committed to working one-on-one with customers to help reduce their energy bills and to provide flexible payment solutions. Our customer care number is 800-286-2000, and we’re here to help any customer who calls.”

In order to support customers facing financial hardship and other challenges due to COVID-19, Eversource worked with the Connecticut Public Utilities Regulatory Authority to create a no-fee, no-interest COVID-19 Payment Program that is available to all customers who need it. Additionally, Eversource is expanding eligibility for qualifying customers to the New Start program, which forgives overdue balances as customers make current payments to their bill.

The higher-than-normal bills that customers received this month were driven primarily by a significant increase in summer energy use and two recent fee increases added to the delivery component of the bill.

Energy bills often increase in the summer months, and this June was 13 degrees hotter than June 2019. Combined with the fact that many customers are staying home due to the pandemic and using air conditioners, fans and other appliances to stay cool, average residential energy use increased 26% over June of last year.

In addition, a state-mandated energy subsidy went into effect in July to support the Millstone Nuclear Power Plant’s continued operation. Also, another fee increased to support grid reliability and the safe operation of Eversource’s high-voltage transmission system.

“All customers who need assistance – even if they have never applied for or needed assistance before – should reach out to us,” said Conner. “We’re here and ready to help our customers.”

Customers seeking more information about available assistance are encouraged to call 800-286-2000. For more information about Eversource’s energy efficiency, payment plans and other customer support programs, please visit Eversource.com.

Eversource (NYSE: ES), celebrated as a national leader for its corporate citizenship, is the #1 energy company in Newsweek’s list of America’s Most Responsible Companies for 2020 and recognized as one of America’s Most JUST Companies and the #1 utility by Forbes and JUST Capital. Eversource transmits and delivers electricity to 1.25 million customers in 149 cities and towns, provides natural gas to 237,000 customers in 74 communities, and supplies water to approximately 198,000 customers in 52 communities across Connecticut. Eversource harnesses the commitment of approximately 8,300 employees across three states to build a single, united company around the mission of safely delivering reliable energy and water with superior customer service. The #1 energy efficiency provider in the nation, the company is empowering a clean energy future in the Northeast, with nationally-recognized energy efficiency solutions and successful programs to integrate new clean energy resources like solar, offshore wind, electric vehicles and battery storage, into the electric system. For more information, please visit eversource.com, and follow us on Twitter, Facebook, Instagram, and LinkedIn. For more information on our water services, visit aquarionwater.com.

MEDIA CONTACTS:
Tricia Taskey Modifica
(860) 665-4605
tricia.modifica@eversource.com

Mitch Gross
(860) 665-5221
mitch.gross@eversource.com
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