National Grid USA

We have been made aware of your complaint with the Revdex.com.  In reviewing your case it appears you opened a gas account on 10/**/14 for the address of [redacted] and had service till 04/**/15.  Nationalgrid never obtained any payments while that account was opened and...

in your name, the balance is $1,032.12.  If you did not live at this address, please bring in proof of you other residence into the Nationalgrid office. If you believe someone opened this account fraudulently in your name, then please go to your local police department and fill out a report for identity theft and then bring that into the office. If you have any further questions in regard to this matter please call us at ###-###-####.     Thank you,   Dawn M[redacted] Customer Satisfaction & Regulatory Compliance. National Grid Phone: ###-###-#### Fax: ###-###-####

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
[I was told by one of the representatives at national grid that there was a big difference in my meter reading versus the tenant that was living in the unit before me. I understand that there can be a difference in usage but, she explained that the tenant before me was not paying nearly as much a I was. I'm sure that there is a record stating that .]
Regards,
[redacted]

Revdex.com:At this time, I have not been contacted by National Grid USA regarding complaint ID [redacted].[redacted]
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Dear Mr. [redacted], Upon reciept of your complaint we reached out to [redacted] and [redacted] Support to provide us with a status update regarding the installation of the solar panels.  They indicated an email was sent on 7/30/2015 with an explanation of the outstanding...

requirements to close out the interconnection.  Please review the email and reply to [redacted] and [redacted] Support with any question you may have on the outstanding items. SincerelyNational Grid

Dear Mr. [redacted],
Our records show the account is paid in full as 8/07/2013, your credit report will continue to show this acct as a paid debit with a zero balance owed. If the credit report does not reflect a paid status, please call the Credit Bureau that published the report and request a...

Dispute Verification Form from the Credit Bureau directly.
Sincerely,
National Grid

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The gas service line was *partially* installed on November 28th and we do appreciate the progress.  However, we still do not have gas service at our house.  National Grid still needs to run the gas line the last 20 feet or so from our property to the street.  In addition, National Grid needs to install the gas meter and activate the gas service.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I will consider the complaint resolved when I actually receive the check.   I was told it's being sent on 3/**/16.   Once I get the check, the complaint will be resolved.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The gas company came by a installed a device that will allowed THEM  to do their job properly..however..they have not refunded ME the estimated  over payment of 66.00 dollars I was charge by the gas company  in the middle of holidays season.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The call was listened to and the customer never requested to to stop the meter.  He is still being billed and needs to call [redacted] to place a  service call to lock the meter if he doesnt want to keep getting bills.She told him he uses gas for heat and hot water and that even if his thermostat is on 50 or 60 it still uses gas in the winter.   She told him we could go out and lock the meter but he would lose his hot water and if his pipes froze it wouldn’t be our fault.  He said he understood and would talk to someone about it.

Dear customer,I would like to appologize that you found the payment option on our website confusing.  The company did not however take your payment twice in error.  Based on my review, you made the web payment and then called and made a second payment over the phone...

yourself.    both payment posted on 6/19 and I have emailed our account processing area to cr4edit and refund one of the payments back to you as soon as possible.  unfortunately we can only issue a paper check to refund your payment there is no way that we can return the funds electronically.  we will attempt to get the funds back to as soon as we can.  I again that appologize that you found the online payment process difficut.  to ensure your payment is porcess you can always make your payment over the hopne with one of our custoemr service representatives.

Dear Mr. [redacted],
We apologize for any inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers.  We have received your complaint disputing charges incurred by your brother.  In order to resolve this matter we...

will need you to complete the attached billing dispute packet.  Upon completion of the packet please send the form to:
            National Grid            [redacted]
            [redacted]            ATTN:  Accounts Processing            Or Fax to:  [redacted]
If you have any questions or need additional information, please call Customer Service at [redacted] available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgridus.com and select the appropriate state of service.
Sincerely,
National Grid

We sent a serviceperson to the location on November **, 2015 and the gas services was found on but  the gas was turned off behind the stove.  The service person opened the T-valve behind the stove.

Revdex.com: I will accept this providing they get back to me .
I have...

reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We recognize that your recent issue with turn on service at the above address was an inconvenience to you.  The inconvenience you have encountered with National Grid was out of the ordinary and we offer our apologies.  National Grid continually strives to provide exceptional service and...

attention to its customers.  We will further reviewing the events so we may put measures in place to prevent similar events from occurring in the future.  Our records indicated that your service was shut off for non-payment on Wednesday 8/16/17. Our records also indicate that a payment was made the afternoon of Monday 8/21/17 and a request to restore service to your home was issued. That order was issued with a date of 9/23 instead of 8/23. This was a typographical error by the representative. The order was re-issued today as a priority. We have applied a $25 Goodwill credit to your active account due to your inconvenience. Unfortunately due to call volume, Supervisors are not always readily available to speak to a caller and for that reason we do have a Call Back process. Supervisors generally return customer calls within 2 hours (during business hours). Sorry for any inconvenience this may have caused If you have any questions or need additional information, please call Customer Service at 1-[redacted] available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at [redacted]. Sincerely,National Grid

Ms [redacted],Our records indicate that [redacted]  is the rep handling this relocation.  He met with you and is waiting for relocation papers and payment.  He can be reached at [redacted].

[redacted] [redacted] 
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[redacted]             This letter is in response to your complaint, regarding your former National Grid...

account being sent to collections. In reviewing your account, we found no record of a call to National Grid around the time of January 2015, to have this account closed. We understand the difficultly this matter has placed on you, however when you are relocating from an address, and an account needs to be closed, it is the responsibility of the current account holder to call National Grid to ensure that the closing of the account is handled in a way that is satisfactory to you. Given the fact that you have contacted National Grid numerous times to no avail, we will offer this as an option. If you are able to provide National Grid with the copy of the emails you have with your landlord, a copy of a final utility bill from a company other than National Grid, we will take the amount off your credit report and make all necessary billing adjustments. Please send all documents in via fax to ###-###-#### Attention: [redacted] (Escalated Complaint Department) Hope this serves as a resolution to the matter Thanks for being a valued National Grid Customer.   Sincerely, Malik W[redacted] Senior Supervisor Escalated Complaint Management :p>

on 11/22/2017 the bill was mailed to [redacted],  on 12/7/2017 you had enrolled the account on paperless billing and on 12/8/2017 the final bill was sent online to your email address.  To assist in resolving your inquiry, the account was recalled back from the collection agency.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
That is not true - they did not send me anything! I attached the only email I received from them since 8/13 (I signed up for paperless for my gas and electric accounts). I received an email this morning at 2:25 AM, and you'll note it says nothing about disconnecting me or revocation of my hardship protection.  Yes, I called and spoke with two reps today - [redacted] in Collections, and [redacted] in Billing. Both claimed my doctor never even sent over the medical hardship request... not even the first time around! He sent it originally in April, then they shut me off in July. I called in and they said they shut me off because the request supposedly was not effective for 6 months - not because they never received it. My doctor faxed a request in again, that very day, and they came back out and turned me on.  The idea that they never received any documentation is laughable! Neither rep could explain why, if my doctor never sent in the request either of those times, National Grid would come back out and turn my service on in July without a payment or payment arrangement being made. Obviously they did receive and process the medical hardship request, but someone on their end dropped the ball and didn't note the account correctly. Instead of apologizing, they lie and threaten to shut my service off and send me to collections. This company is unbelievable!  My doctor is faxing a request in again, and CCing me on the fax to prove it went through so National Grid can't lie again and claim they didn't receive anything. And [redacted] said she was sending a rep out today to turn my service back on. She said she is putting a 7 day freeze on my account to give them time to get the request in and process it. I don't plan to close this complaint until those 7 days have come and gone and a rep from National Grid responds to this complaint and confirms they received the request from my doctor and have processed it so I have proof in case they do this to me again. He is faxing it to ###-###-#### - the fax number [redacted] and [redacted] confirmed for me.
Regards,
[redacted]