National Grid USA

after reading your complaint, we have scheduled a service tech to change the meter on 1/16/2018. Per our conversion, will follow-up on the high bill complaint of $523.26 after January 16th. I will contact you next week

I am sorry that you were unable to make a payment arrangement to prevent termination. We do require a minimum 25% down payment
in order to enter into a payment arrangement. Perhaps this was miscommunicated and you understood it to be $25?
If you are struggling to pay your power bills, I would suggest visiting our website for ways to reduce your monthly energy bills.
Also, if you are receiving any state benefits, such as SNAP, you could be eligible for a discount rate for your electric. You may also want to
reach out to the local CAP agency in your area for Fuel Assistance funds.
Program)
[redacted] Heating Assistance ([redacted]
[redacted]. They are taking application up until May
Thank you

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].
You expect me to believe I didn't call you 3 times and you mention nothing of the email I sent you. 23.74 is all I owe you. It is not my fault your customer service didn't do their job until I got a supervisor on the phone. Not acceptable. You have a relationship with the owner bill him. 
Regards,
[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. 
Regards,
[redacted] not sure what 0 down payment is but I already paid in full because you don't know what they will do next. So this is a FYI for everybody.[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. 
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]. Please add your rejection comments below. 
National Grid should provide information to the customer when they decide not to show up for appointments that are scheduled in advance. After I placed calls to customer service, I was reassured twice on the afternoon of July 5th by National Grid that the technician would show up rather than being told that the appointment would need to be rescheduled. As stated in the file for this service call I wanted to be present when the technician visited for multiple reasons (reps can't locate or read meter and they estimate reading incorrectly, dog in fenced yard, I need help interpreting meter).  There is a long standing problem with this meter, and I was told by National Grid that it should have been replaced once already; however, I don't know if that ever occurred. I have documented readings that include digital pictures that never match the bill that I receive. I had hoped that finally National Grid would assist in solving this problem rather than creating obstacles, which it did once again last week by keeping me on alert for the entire day and then not showing up for the scheduled appointment - A customer service policy change is needed.
Regards,
[redacted]

Hi [redacted],
Sorry for the delay in responding to your complaint but, I hope that we could still assist you if you're still having an issue. I checked your account and it looks like everything is fine. If you would like to speak with someone give me a call and ask for [redacted].
Thank...

You,
[redacted]
Customer Satisfaction & Regulatory Compliance.
National Grid
Phone: ###-###-####

We apologize for the inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers and takes all customer complaints seriously.With [redacted], it is up to the consumer, to make an informed decision. We provide...

suggestion and steps on our website to assist customers. We include bill inserts and are also available via telephone to assist with questions. We encourage our customers to consider all available energy supply options and determine which one will best meet your needs. Allow us to explain a bit about the supplier portion of your bill….To make sure we can provide you electricity through [redacted], we buy electricity periodically throughout the year. We conduct a competitive solicitation, requesting bids from wholesale electricity suppliers who want to supply us electricity that we can deliver to you. As a result, we enter into contracts to purchase electricity from one or more of these wholesale suppliers. We do not profit from any of these arrangements or from the prices we pay wholesale electricity suppliers under these contracts.As a [redacted] customer, the pricing options available to you will depend on your customer group. As a Residential customer, you have one pricing option-the Fixed PriceThe [redacted] rate billed to you under the Fixed Price Option will remain the same for six months at a time. Under the Fixed Price Option, the [redacted] rate changes every January 1 and July 11. All rates are based on the average monthly contract prices in our [redacted] supply contracts over the six month period.If you are on the Fixed Price Option and decide to switch to a competitive supplier in the middle of a pricing period (currently 12 months for residential customers and 6 months for commercial customers), you will receive a billing adjustment, which will be either a credit or a charge. The billing adjustment compares your [redacted] charges on the Fixed Price Option to what you would have been charged under the Variable Price Option; as a Residential customer, this is equivalent to the monthly prices National Grid contracts with its [redacted] suppliers. We apply this adjustment to ensure that all [redacted] customers are billed for the actual cost of [redacted] electricity they consume. The calculation uses the monthly rates under the Variable Price Option because they represent our monthly cost of supplying [redacted] to you for the months before you left [redacted]. This [redacted] billing adjustment, referred to as a [redacted] Billing Adjustment when it appears on your bill, may be a credit or a charge depending on when you leave [redacted] during the pricing period, and is reflected on your bill prior to when your switch to a competitive supplier is effective. To learn more about this adjustment see as well as an example of how to calculate the [redacted] Billing Adjustment can be found at   http://www.nationalgridus.com/narragansett/home/rates/3_supply.aspOur records indicated that on 2/25/15 we received ‘Batch Enrollment’ from [redacted] to enroll you as their customer for the Supplier portion of your bill. These batch enrollments activate with the following meter reading for the specified account. In this case, your next meter reading was 3/10/15. The bill dated 3/13/15 indicated that we had received the notification from [redacted] and that your account would begin billing with them as of the next meter reading   ‘Our records indicate that you have switched your supplier option to [redacted] OIL Supplier. If you have been switched without your authorization, a formal complaint can be filed with the Department of Public Utilities. Our records also indicate that 3/20/15 you had called to inquire about the bill and the [redacted] Adjustment. We then later that day received notification via ‘Batch Enrollment’ from [redacted] Oil to drop them as your supplier. The drop was completed with the next meter read 4/10/15. This resulted in billing with [redacted] from 3/10/15 to 4/10/15. It is a requirement of all Competitive Suppliers to advise potential customers of the [redacted] Billing Adjustment. It is our understanding from your complaint that this was not advised to you, thus why [redacted] allowed you to drop without any penalties.Our records indicated that you have an open case against the supplier with the RI Department of Public Utilities to resolve your matter with [redacted] Oil. Sorry again for your inconvenience

We apologize for the inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers.   It appears there was a system issue caused by a Supplier switch on the account,  which is in the process of being...

fixed. Again we apologize for the delay.We will further reviewing the events so we may put measures in place to prevent similar events from occurring in the future. Someone will contact you as soon as the IT issue is resolved to discuss payment arrangements and if a billing adjustment would be necessaryIf 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.Sincerely,National Grid

There was a delay in processing this customers refund.  On 7/17/15 this was brought to our attention by the customer.  We were going to process the refund at that point but the customer asked us not to send the refund but keep the payment on her account because she couldn;t afford to make her July agreement installment.  Notes on account state "she wants to leave that 233.00 pyt on act as cant aford to pay 233.00 by 7/19."  If she would still like her refund and would like to pay the July agreement installment we can definately have it processed for her.Thanks,[redacted]

Dear Mr [redacted],The account in dispute was for electric service at [redacted] ESSEX MA  from 09/02/09 to 12/15/11The balance that was written off and reported to the credit agencies was $660.87.Per the notes on the account you and a [redacted] resided at the location.All correspondence was...

sent to that address  which was the only one we had on file and therefore in compliance with all fair debt regulations. All collection calls went to [redacted] after 11/15/2010The company has several notes which indicate you and [redacted] calling on the account and her making payments on itAS AN EXAMPLE:  11/15/2010 Inbound Collections Call 7:02:03 PM [redacted] Comments: [redacted] ADDED AS SECONDARY BY [redacted] adv acct balances and dates REMOVED [redacted] MADE pymnt of(274.91) w (DEBIT) via wusp adv. of fee 2.25 c #[redacted] STTD WILL PAY THE 148.82 ON DEC 3 VIA PHONE SET COLLECT ARRANGBased on my investigation of the account the debit is valid and will not be removed from your credit at this time.

Dear Mr [redacted],I applogize if you were provided misinformation or misunderstood the terms of the payment agreement-  Any agreement that we provide customer consists of two parts -   a portion of the past due bill each month and either the current charges or a "budget" amount.  based on tyour info you were provided the agreemnt plus a budget.   a budget works to eliminate the flucuations in a customer's bill.  (higher bills during one season and lower during another).  The budget amount is based on an average of your past 12 months usage and is only an estimate of your future use.  That future usage can be more or less than the projected budget however there is always a true up at the end of any budget plan.   So as an example if you are on a budget for 12 months for $100.00 per month but use $1320.00 worth of power during that time at the end of the budget there is a true up and you would be held responsible for the difference of the $120.00  just as if you used only $1100.00  the end of budget true up would give you a credit of $100.00.    The budget is not your true usage and is only a mechanism to provide even predictable payments and is designed for a custoemr to be on a budget for at least a full year.  Our customers are always held responsible for the true usage on their accounts. Since you agreed to a new plan on 7/28 for a period of 10 months I cannot return you to the prior defaulted plan.   now if you'd prefer I can cancel the budget portion of the plan and place you on a plan that is the agreement amount plus your current charges or yuo can remain on the budget agreement as it is currently set up.

We are unable to locate the account in question. Can you please provide the account number or service address, if possible? Otherwise I would suggest contacted our Customer Service in order to provide your social security number so as we can confirm if there are any National Grid accounts...

established for you. We will be better to assist you if you contact us directly at:
Customer Service at [redacted] available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgridus.com.

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. 
 I've emailed the contact at Revdex.com. I'll accept once the inaccurate information is removed from my credit report. I'm waiting to hear back from [redacted] at National Grid.
Regards,
[redacted]

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. The recommendations you have made to safeguard the water service for your unit may resolve this matter however any...

improvement to the property would need to be made by the owner of the property.   National Grid follows the regulations pertaining to Credit and Collections and as such offers payment plans which do not require the full balance.  The guidelines for the down payment requirements depend on the account’s collection step and can be found on the Department of Utilities website http://www.ripuc.org/rulesregs/divrules.html. Sincerely,National Grid

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]

The only way to resolve your concern is by having your bank fax over the EFT Transmission Report to the fax # you faxed your previous proof which wasn't sufficient.  There is no other way to resolve your concern without the information that we are asking for.  You spoke with our call center and now this is at the executive level and the request of the EFT Transmission is needed.

I applogize if the custoemr feels they were given mis-informaiton by the representative in this case.  however based on the complaint is does seem like the customer was informed by the reps she spoke to about the standard off adjustment.  I cannot comment if other custoerm's did not get...

that same information or not.  Per the state regulations the company is required to have the informaiton regarding the adjustment on our website -  the link for this infomation is http://www.nationalgridus.com/narragansett/home/rates/3_supply.asp#Electric_Supp...⇄ is also a regulartory requirement that the potential supplier disclose thisinformation to customer calling to inquie about swtiching We will pass this information on the our call center representatives and send out a reminder to them regarding the adjustment.

Dear Mr [redacted]I see by my review of your account that you did in fact speak to one of our call center supervisors on 7/28.  I see by the notes on the account the supervisor explained the budget  plan to you and set you on another paymnent plan for your balance.  Based on the notes...

and agreement this seems to have resolved your issue.  However due to the confusion over this problem and the orginal plan not being explained fully to you I will issue a goddwill credit of $50.00 to your account.

Revdex.com:At this time, I have not been contacted by National Grid USA regarding complaint ID [redacted].Sincerely,[redacted]