National Grid USA

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]

The reason you could not pay online was there were 2 bad checks on account.  The computer system was down when you called so they company could not see the history at the time of your call.   I asked that they remove the coding so that you can pay online again.  This could take...

up to 30 days. You can call our call center at [redacted] to do a manual check by phone or you could mail at check  to PO  Box  11735   Newark NJ  07101-4735. If you have any questions or need additional information, please call Customer Service at 1-[redacted] available Monday-Friday, 8:00am-4:30pm or, for your convenience, visit us at www.nationalgridus.com. Sincerely, National GridCustomer Service Sincerely,National GridCustomer Service

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. 
In the first place I was told by National Grid (recorded conversation) that if I had paid something (I paid $25 but as explained before it went to the electric not the gas) my gas would not have been shut off but, because I did not pay anything towards my gas (again, I paid a 2nd payment on electric by accident instead of my gas bill) and they did not accept their own transfer as a payment, (transferred my $25 extra payment from my electric to my gas bill) so they shut off my gas.The only acceptable outcome is to refund me the $619.57 I paid so I can repay the loan I took out to pay National Grid. After that is refunded I will enter into payment arrangements with National Grid to pay them back sense they keep saying they can and will do that.   
Regards,
[redacted]

Revdex.com:in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.My gas has finally been restored. However, customer service from National Grid is still terrible. I still stand by my complaint that the Customer Service...

Call Center should be open as late as appointments are scheduled for.
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.I Was Never Asking To Have My Bill "WAIVED", My Complaint Was That The Minimum Charge Of Almost $20 A Month Is Way Too Much For A Service I Hardly Use. As You Can Verify Through My Usage. My Complaint Was About How Difficult A Company That Asks For Tax Breaks Makes It Extremely Difficult To Receive So Called Reduced Rate. First Time I Asked I Was Told That There Wasn't Such Program In National Grid. Second Time I Sent In Firm Never Heard From Company Again. But I Did Get Up To Five To Six Calls A Day For $50 Dollar Bill. I'm Disputing The Bills Because I Want Given The Reduced Rate After I Applied And Sent In All Documentation. This Company Sucks And They're Just Out To Rob Is Customers!   
  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 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. 
National Grid went beyond my expectations in resolving this issue.
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]. 
[How come I have not received any notification before national grid send to the collection company? The communication between the company and the customer is very bad.]
Regards,
[redacted]

I spoke with the customer, apologized for collection visit. I also advised them that we are researching what occurred to ensure it does not happen again; I have asked our manager of the field collectors to investigate this issue. I’ve also checked their account to ensure it is properly coded so that...

they do not receive anymore collection visits or notices. Sincerely, Malik W[redacted] Sr. Supervisor Escalated Complaint Management

Dear [redacted], This letter is to acknowledge that we are in receipt of your complaint filed to the Revdex.com mentioned above.  We apologize for the experience you encountered while undergoing the process of a conversion. We will reach out to you and to [redacted]...

to see if we can offer any assistance to help resolve this matter.

I apologized for the confusion. I thought my call two weeks ago was a response to you and also my letter thanking you for the 12 months payment plan. My problem has not been solved yet. They actually want a down payment of $1285 in order to place me on the payment plan that you described plus current bill. I just paid $422 on 6/18/2015 thinking that this would be the first installment, but today 6/22/2015 I just got a call that there is a change of status and that they did not receive our $1285 down payment. I can’t afford paying this. Would you be so kind to get us a better way to pay for this. Can you please have them accept the payment already made as the down payment? My wife and I don’t make enough money to pay for this. We insist, there is something wrong with the meter although they denied that. I appreciate your help. Please see if you can make it affordable to us. They are really tough to work with. Thanks for your cooperation to this matter.Regards,
[redacted]

The supply charge from 11/09/2016 through 11/30/2016 was .4897. The supply charge from 12/01/2016 through 12/11/2016 was .4354. The pro-rated supply charge for the billing period from 11/09/2016 through 12/11/2016 is .4684.
Take a look at your September bill for $16.07. The gas supply charge increased on September first to .5349 from the previous month's supply charge of .2900. The pro-rated supply charge on the September bill was .3895.
The message on your bill regarding Winter gas rates in reference to the Gas Delivery Charge, $128.41 on your December bill.
The bill is correct as rendered.

At this time, I have been contacted directly by National Grid USA regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]
 I have NOT been contacted directly...they sent me a FINAL NOTICE that they are going to turn gas...

OF!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I'm sorry for any inconvenience that you may have experienced but it seems like we resolved the issue. You were sent a deferred payment agreement and it was signed and returned to us. The agreement was scanned and added to your account which brings your account to a current status. I hope that you...

are satisfied with the results and if you have any others questions please feel free to contact me. Thank You,Dawn R[redacted]Customer Satisfaction & Regulatory Compliance.National GridPhone: ###-###-####Fax: ###-###-####

At this time, I have been contacted directly by National Grid USA regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]I haven't been contacted by National Grid other than another bill from the collection agency.  I tried to contact...

them by phone (a number was provided on the bill) but no one answered the phone.  I tried several times to contact them but no one picks up at that number. I then wrote a letter to them asking for a revised bill and included $50 payment in good faith.  I also asked them to give me a print out of what I owe.  I haven't heard anything yet.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],
We recognize that you’re the date provided for turn on service at your new address was an inconvenience to you.  National Grid continually strives to provide exceptional service and attention to its customers and take all customer complaints seriously.
At the time you...

requested to have service at your new address connected the next available date was 10/5, due to a cancelation on 10/4 we are able to have you service connected on 10/4.
If you have any questions or need additional information, please call Customer Service at ###-###-#### available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgridus.com.
 
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. 
One. I did not default on my plan. Payment was "applied to an old account". Two. Go back and listen to what I was told. I was explained Tuesday the way it works but that's was not what I was told I was signing up for. I find it odd that my payment was applied to a different account and then your rules change in the middle of AC season. I was not happy with what I agreed to Tuesday but Debbie was rude and no help so I just wanted off the phone. 
Regards,
[redacted]

I called the customer and left a message. we will be out there today 4/**/2015 to do inspections.

Dear Ms [redacted]
Thank you for alerting us to your issue.  This is a known bill display issue for some of our co-generation customers.  all of the billing information is correct with the one exception of the current charges being doubled on the first page of the bill dsiplay.  The...

company is currently working on correcting the issue.  it has been forwarded to our billing and IT departments to determine the cause of the isue and have it corrected.  please be patient as we try to get this issue resolved.  unfortunately at this time I do not have a time frame for resolution.  but again it is a known issue and we are workign on trying to get this corrected for you.

Ms. [redacted] currently has an open case investigation at the Massachusetts Department of Public Utilities that is the state agency that regulates National Grid.   As such, Ms. [redacted] needs to follow up with the Consumer Complaint Officer assigned to her high bill complaint.  When...

there is a open investigation at the MDPU Consumer Division, a consumer needs to deal directly with the Complaint Officer as they have contacted the state agency to intervene on their behalf with their utility company.  Thank you.

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. Although I have not yet received the refund check I am satisfied with National Grid's response and handling of this matter.
Sincerely,
[redacted]