National Grid USA

Review: As I have tried to work with National Grid after they made a large error by shutting off my account, they back charged me months of electrical payments that I was unaware I owed. They shut my account number off which they have already admitted was their error, apparently because another customer opened up an account stating they were moving into my address. Whether or not that customer was wrong, they didn't even bother to check to see if there was an active account at my address. I called national grid multiple times to check my balance, and I checked online, it was always at zero and I was told it was all paid. In fact, when they finally realized they had made a huge mistake, they issued me a new account number and never bothered to send me notification of such. It wasn't until I called in after receiving a bill of over 400 dollars that I was told they screwed up. However, I was told at that point I could pay it down, not all at once. Clearly they lied, as I have now been sent 3 termination notices. I called again trying to speak to a supervisor only to be told they were too busy to talk to me and they would call me back. I was told that apparently what the first representative meant by "not all at once" was that I could go on a payment plan and I would have to pay 50% immediately. I told the representative that was not a satisfactory solution, but it did not stop her from issuing another termination notice, stating I owed 50% of the amount. I never agreed to those terms and feel as though I'm being bullied into payments. However I managed to pay my 2 current bills AND the 50% they demanded but low and behold, I get a third termination notice stating that I need to pay the full amount of over $400 again. I am so sick of this, and the call center is horrible to deal with. I need this resolved.Desired Settlement: I want to have National Grid call me, stop these ridiculous termination notices, and for everything they have put me through, I want a portion of this balance adjusted off. This has been an incredibly stressful and difficult situation to deal with.

Consumer

Response:

At this time, I have not been contacted by National Grid USA regarding complaint ID [redacted]. Instead, they falsely shut my power off and I had to contact them directly regarding the situation. I have since filed a second complaint regarding the mistreatment by National Grid. I have not heard from the company regarding that complaint either. Sincerely,[redacted]

Review: I called to have my gas reconnected and I was told by a customer service person that my gas would be turned on on Saturday. I waited all day and my services were not turned on. I called Monday morning and spoke to three other customer service reps who told me there was nothing they could do. Each and every person I spoke with told me they could not give me a time and I had to be home. It is now 4 PM and my gas still has not been turned on. I called back national grid who once again told me there was nothing they could do I just had to wait. This is unacceptable service.I have been without hot water, heat and gas to cook with for four days now. I spoke with a [redacted] in the collections dept who was less than helpful and I was told by her that there was nothing she could do either. Something needs to be done about their ridiculous and unacceptable customer service practices. If I could leave and go to another gas company I would.Desired Settlement: A company rep needs to call me so that I can express my concerns and disappointment.

Review: On August *, 2014 I walked into the [redacted] ###-###-#### center to make a final payment on my deceased mother's account. I brought with me a copy of her death certificate with me to prove she was deceased. The tellers that assisted me were non compassionate, rude and demanding of payment. I maintained my composure and inquired if the $10 return check fee could be waived because the bank closed the account and returned payment when Social Security notified them of my mother's passing. I also explained that all other utility companies waived the $10 fee as a one time curtesy. The customer representative named "[redacted]" stated, "oh that's not going to happen." I asked if I could speak to a manager she stated, "there's no one here and if they were they wouldn't agree to that. Just pay it." I was told that the account will be closed next week and not given an explanation as to why when I asked. I was sent to another window to make a payment. The original bill was 17.54 with an additional $10.00 charge. I was charged $30.52 when I inquired why was it $30.52 I was told that I was charged $3.00 processing fee. If I would have known that I would have made the payment by check in the mail. I didn't expect much but I was disturbed by the rude attitude and disregard to the fact that I was in mourning and lost my mother. I explained that I took care of my mother's bill for years and I wanted to make a final payment. because my mother had an impeccable record of being a good paying customer. Instead I was treated as though I was in payment arrears and not a human being. SHe also told me that I would be charged an additional $3-4 from ESCO a third party gas distributor. I was not aware of this. I asked if I could get their information and was told they didn't have it. I was appalled. How can we continue to have rude and incompetent people work for a reputable company and treat their paying customers so rudely. I thought I was in a Human Resource Administration Public Assistance office trying to apply for food stamps. I would like my $30.52 back into my account. I did not authorize this amount.Desired Settlement: I would like an apology and a refund for the full amount I paid without authorization of $30.52. Thank you.

Business

Response:

Spoke with the customer and removed the $10.00 return check charge and rebilled the account to the date on the death certificate which is 7/*/2014. Advised that she will receive a new statement in the mail shortly.

Review: I am appalled with National Grid's care and concern for their customers. National Grid came to turn on our heat at the ending of summer. This past week, when it began to get cold (late October), we tried to turn on our heat system only to find that the guy from National Grid forgot to light our burner/ignition so the heat would not come on. When I called customer service to have someone come back and finish the job correctly a very rude rep yelled & told me that it was "not their problem and that I would have to contact a plumber to fix it." I was totally confused because this seemed to be an issue that National Grid should resolve since the job was not done correctly. She argued with me and just would not put in a service call until I finally got her to transfer me to someone more helpful who put in an order because "it was possible that whoever came to the house could have forgotten." This representative told us that someone would be there that night up until maybe 12 AM..or the next day. NO ONE CAME that night, October **, 2013...or the next entire day OR the next. My daughters and I waited everyday for a call or a knock at the door. They instructed that someone would call 15 min prior. No one did. We have been calling every day since then. we go to work, so who ever is home we call and give the number of the person who is home at the time. EVERY DAY NO ONE COMES. after we told them 7 times or more that someone is always home. The house has been freezing with no heat. National Grid would just say every time I called, "Someone will be there tonight." We wait and wait and no one shows up. This has been going on for a week now. The reps are extremely insensitive and continue to give WRONG information about when ANYONE would come. It is October **, 2013, and they lied and said someone calld last night at 3AM. WE NEVER GOT 1 CALL!! This is so frustrating. We have been freezing and crying every night, just waiting for anyone to show up! National Grid continues to put us on the back burner. PlsHelpDesired Settlement: No Discrimination against customers. They have not come because we live in [redacted], NY and not a [redacted] neighborhood like [redacted], NY. They would have come already if we weren't on [redacted] or weren't getting help to pay the bill! A confirmation number for service calls would be nice, a time given, an appointment ANYTHING! The representatives refuse to transfer me to a supervisor. They keep saying that they are busy the several times that I've called!

Business

Response:

I left message and sent no contact letter.

Thank You,

National Grid

Review: This Company refused to honor my payment because I am unable to pay all of my balance at once.I am on Disability with a fixed income.This Winter was very bad and lasted a long time, which increases my monthly bill.I tried to pay as much as I can each month.

This company always charged me late fee even though I pay my bill on time.I spoke to a representative about the late payment charge.She told me I did not pay my bill on time.I explained to her that the bill does not state a specific date when my bill is due and I always pay my bill the first week of every month.This is two weeks before the next meter reading, yet they continue to add on late fee on my bill and if I refuse to pay it they will hold on to my check until the next meter reading and charge me a late fee.

I sent in my payment two weeks ago and they refuse to honor my payment because I question the late charge.Desired Settlement: honor my payment and stop charging me late fee.

Business

Response:

Tell us why here...All bills are subject to a late payment charge if the payment is not received by the date on the bill. The customer may not be reading the entire bill because the due date is on each bill. We have accepted all payments from the customer and we have never held the customers payment. I removed the last late payment charge on the bill. The customer has now caught up on all payment and the balance is zero

Consumer

Response:

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]

Review: I have an average bill of under $100 every month. I got a March ** to April ** bill of $900.22. I opened a complaint and got nothing for months. Finally after calling again today (9 * 2015), they tell me that even though I am not a balanced billing customer and that they took meter reads, their system was under billing me and that this was a correction. Seriously? No one has ever told me that my bill was anything other than accurate and in fact the statement in fact says it is an actual read and provides the readings. It is all printed out and I am to understand that all of that means nothing, they under billed me somehow and I owe $900.22?Desired Settlement: I need this to be corrected and it should not show as outstanding. I pay my bill every month and this is in dispute.

I had a terrible experience with national grid. I had a gas leak and they came right away to shut off the gas. the next morning after my plumber fixed the problem I called National Grid to come restore gas service. They told me they will not come until three days later, even though I have little kids at home and its freezing and we don't have heat or hot water. They told me I need a doctors letter. I got one and had it revised 3 times do to their specifications but each time I was told its not good enough. We are still freezing and don't have gas service.

Review: I cancelled my service for National Grid on May [redacted] and had thought we paid the final bill. They said it would still be mailed out to me and I gave them our new address. We bought a house during this time and move in, so didn’t realize that the $44 had not gone through. We never received any mail or email from National Grid.

Friday, Sept [redacted], I received a notice from a Collection Agency for the $44.64. I called National Grid right away and they told me to call the Collection agency to pay right away since that is the quickest way to resolve the issue. They verified the collection company (Credit Protection Association) and verified the number. I called the agency, they no longer have my bill and they could no longer talk to me. I called National Grid back right away, and they were not able to help me so they were having a [redacted] call me back that night. No one called. I called back on Saturday to speak with a [redacted], apparently there is no one in charge on Saturdays. They confirmed someone would call me back on Monday.

It is now Monday, I have called National Grid 3 times – have been transferred all over the place & have yet to get any information, except they confirmed that the final bill was sent to the house where we no longer lived. The last representative confirmed they had my new address on file, but that the bill was sent to the old house. All our other mail has been forwarded, like the Collection, notice so not sure that I believe it was even sent out. I never received an email, a call, or a 2nd letter like most places would send considering it was a final bill & they could tell that we had moved. Finally, I explained that I logged onto my old account to just ‘check’ but the account was deactivated. So I assumed we were all set. National Grid confirmed they close online accounts once you stop service so there was legitimately no way for me to see the bill was outstanding.

The customer service we have recieved is appalling. Most of the representatives have been able to see the issue and ‘sympathize’ for me but then I have yet to talk to anyone who can help me. I have spent 2+ hours on the phone already without resolution. I have no problem paying this, I have a huge issue that no one can help me & even bigger issues that they sent me to a Collection agency.Desired Settlement: National Grid makes sure this bill is not on my credit report and that someone calls me back that can actually help with this issue.

Consumer

Response:

At this time, I have been contacted directly by National Grid USA regarding complaint ID [redacted] however my complaint has NOT been resolved because:

I have not received any communication from them, I actually called National Grid again a week after this was filed to try to speak with a [redacted]. I paid the bill at that time and was told a [redacted] was going to call me to confirm this issue was resolved and it would not be on my credit report but I have not heard from anyone.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I recently moved, and National Grid has not sent me bills for the balance due on my old address. I called them to investigate, but they said and the account was closed but not overdue, and that the balance would come out of my automatic payments, which I had set up.Without so much as a warning of any kind, they sent my old account to collections.Desired Settlement: I demand that they accept payment through my bank account that was set up to pay these bills automatically (not through their pay-per-use phone credit card system), or at least mail me a bill that I can pay by check. Further, I demand that they remove any negative reports that were made regarding my credit and contact any collection agencies and ask them to stop requesting payment from me.

Business

Response:

Dear [redacted],

We apologize for any inconvenience you may have encountered.

National Grid continually strives to provide exceptional service and attention to its customers and take all customer complaints seriously.

Our records indicate that your account was closed as of 9/**/13 per your request.

Our records also indicated that you were receiving your bill statements via our Paperless Billing Program to email address [redacted].

Our records show that a final bill was emailed to this address on 9/**/13

Also that we mailed a final bill statement on 10/**/13 to [redacted] .

We also reached out to you by telephone on 10/**/13 & 10/**/13 and left a voice message advising of the outstanding final bill.

You have not been enrolled in our Direct Payment/Automatic payments program. However, our records show that previous payments were initialed via our Online Bill Pay Option. This prorgram is managed by the customer and does have an automatic payment option but is only maintainable by the customer, not by Nationalgrid. If you wished to make the final bill payment this way, it would have need to be initiated by you. Unfortunately we would not be able to intiate if on your behalf

We will email your final bill statement again to [redacted] as well as mail a printed bill to your [redacted] address as indicated. You may send a check payment with the supplied envelope

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 [redacted].

Sincerely,

National Grid

Consumer

Response:

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:

Hi,

In the businesses response in January it appeared that this complaint was resolved. However, I noticed that a derogatory mark has been put on my credit report in October 2014 related to this debt.

Please re-open this complaint. I expect that National Grid will notify the collections agency and have the derogatory mark removed.

Thanks,

Review: I am a Massachusetts gas consumer. I have been with National Grid for as long as I have lived here. My bills have always been relatively reasonable between 50-80 for mild months and 130 during the colder month. Recently National Grid called and informed me that my meter had not been functioning correctly. I had not known as I am not familiar with gas companies, and pay bills as I get them. As soon as I was notified I called and scheduled an appointment for repair. The technicians came to my home twice, ending with the replacement of my meter. I was told that my next bill would include the difference of what I had been paying to what I should have been paying. I thought that this was slightly ridiculous because the fault was not one made by me. I feel as though it was National Grid's responsibility to have identified the matter more quickly so the issue would not have been a problem. Had they had exceptional customer service they would have either not charged me for the mishap, or at least reduced the difference on my bill by some amount for the inconvenience, but instead I payed it the bill because it was only $166. Two months pass and I come to find that I have an outrageously large bill ($322) due. I call and they explain to me that the last two months I paid ($57 and $84) were just estimates and that payment due was the difference between the last two months estimate and actual as well as the next months entire bill for which the heat was off for most of it. I do not understand where the estimates are coming from when we had our meter replaces two months ago with an actual read. How is it that works for one month and then the next two months it doesn't? If I could change National Grid as my provider I would, but unfortunately it is my only option. I am frustrated and dissatisfied with the service I have received.Desired Settlement: First of all, I would like to see an itemized statement to how my bill actually became $322. I would also like to either not have to pay for National Grid's ignorance or at least be discounted for my inconvenience. Other than that, I am looking into ways to switch or other options, hoping that I never have to deal with such an irresponsible company again.

Consumer

Response:

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

Sincerely,

Review: NationalGrid keeps calling me repeatedly with robots asking me to call some other number. When I call them, after a lengthy process of inputting my phone number and account id, the robot tells me they are closed and hangs up on me. I do owe them money, and I'm trying to pay it, but they won't make a good faith effort to get in touch with me, and whenever I reach out to them, they don't pick up the call. I'm trying to set up recurring payments. I want them to be paid for their service, but they just won't let it happen. I'm afraid they're going to send my overdue bill out to a credit collector without actually getting in touch.

I've also tried to get this all set up online, but it doesn't work properly. Their system is a little broken, so it was explained to me that I would have to do this over the phone.Desired Settlement: I really just want someone to get in touch with me that will take down my credit card number for recurring payments. Also I want them to replace their system with something less arcane.

Business

Response:

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,

Customer Satisfaction & Regulatory Compliance.

National Grid

Phone: ###-###-####

Review: This Company Wants To Charge A Minimum Charge Of $16.00 A Month For A Service That States 0 (ZERO) Usage. I Filed A Reduced Rate Application With Them And They Claim To Never Have Received It. Now They Harrasing Me With 4 To 5 Calls A Day About Past Due Bill; That I Am Disputing Because How Can You Charge A Minimum Charge If Usage Is ZERO!?Desired Settlement: Stop Charging For A Service That Has ZERO Usage. They Expect To To give Them $16 A Month Becuase They Are So Special? This Is A Company that Receives Tax Breaks For Supposedly Helping Disabled Americans, But They Make It Extremely Dificult To Get The Reduced Rate!

Business

Response:

All Nationalgrid accounts are subjected to a minimum service charge. A reduced rate account will lower the amount of the minimum service charge, it will not waive the charge. We can send another residential reduced rate form to you again, however our records shows that you requested your meter to be removed. A reduced rate will not be placed on an account that is not active. You can call our customer service number at ###-###-#### to work out a payment arrangement if you cannot pay your bill in full.

Consumer

Response:

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,

Review: National Grid is overcharging my gas service. For a year and a half, I've been paying between $18-$22 a month max. National Grid is stating that this month I owe over $32. They are stating that they are underestimating my gas usage for several months so they are undercharging me for five months and then send me a bill charging me what they assume that I owe them. When I spoke to the representative, she stated that the last person sent from the company to read the meter was in June of 2015. When I ask to speak to a supervisor, he told me that the last person sent from the company to read the meter was in November of 2015. Basically no one is reading the meter and they are making estimates on how much money I owe. When I requested to have someone to come read the meter, they wanted to charge me $20 and suggested that they install a device that would allow me to read my usage. This device will cost me $76. An estimate is not a bill. I want to pay for my usage, not for what National Grid feels like charging me.Desired Settlement: I want my account to be investigated. What ever money they have overcharged me, I want that to be credited into my account. I want National Grid to stop making estimates and charge me for what I really owe. If I have to pay for gas every month, I want someone to read the meter every month and charge me the amount I am using. No more estimates.

Business

Response:

National Grid has made contact with this customer regarding the matter and we are in the process of addressing it. We have scheduled an appointment to change the meter at [redacted]'s residence free of charge so that moving forward she will start to receive bills that reflect her actual usage. Once the appointment is complete we will be able to see if any adjustments need to be made to [redacted]'s account.

Consumer

Response:

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,

Business

Response:

Dear [redacted]: This letter is to further clarify our response to you in regards to the complaint filed with the Revdex.com mentioned above. Your bill amount, in part, is determined by the amount of gas that you use. We obtained actual meter reads from your meter on the following days: December [redacted] December [redacted] October [redacted] June [redacted] April [redacted] During the last six (6) months, we’ve obtained actual meter reads and have used those reads to generate your bill. Prior to installing an automated meter reading (AMR) device on your meter, we were scheduled to read your meter every other month and did not experience any issues gaining access. This is information is also available in the statement that I sent to you.

Consumer

Response:

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 automated meter reading (AMR) was installed only a few weeks ago.It has not been a month yet.You can't possibly have a new reading. The amount of gas I have been paying has been the same amount since I moved to the premises since 2014. Occasionally I will pay more because I will wait two months to pay.Other then that my bill is always between 17 to 22 dollars. Look at the numbers. Your estimate is wrong.Your supervisor told me himself on the phone the meter was not read since June meaning you didn't get a accurate reading.I always pay my bill with a credit card thru Western Union so there is trail of paper work that can prove my payments.As this moment I only owe 23 CENTS. Your estimated is wrong.Here I am including a copy of my bill and usage since 2014.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: In my apartment we are responsible for paying for gas to our stove. Gas for heating and hot water are separate in included in our rent. When moving in in May 2011, through no fault of the company, we were told that were told by our landlord that we did not need to pay for any of the gas. In the two and a half years that we lived in this location, we have not received any sort of bill, notification of late payment, or notification that our gas would be turned off. On September [redacted], the company, without warning or notice turned off our gas. They are now taking an unreasonably long time to restore gas service. I currently have an appointment for Monday, September [redacted], more than a week and a half after the gas was turned off.Desired Settlement: My gas service being restored and removal of any late fees / charges associated with late payment of bills we never received.

Business

Response:

Dear [redacted],

Nationalgrid has just been made aware of your complaint to the Revdex.com. Per your letter you have been living in said apartment since May, 2011. Nationalgrid did send out 3 notices asking the party in that apartment to call and apply for service. Our error was not turning the gas off sooner so that we can resolve this issue earlier. You also had an appointment on 9/**/13 that you were unable to provide us access to the meters so that we may restore your service. We apologize that you have to wait so long for your appointment, however, we have a schedule to follow and all appointment prior to 9/**/13 were filled. I am aware that this may be an inconvenience to you and regret the difficulty this may be causing.

Sincerely,

Customer Satisfaction & Regulatory Compliance.

National Grid

Review: Since April 2015 National Grid has sent me two letters stating that "the operation of the Automatic Meter Reading Device for my home is not functioning well and I need to make an appointment to have it repaired or replaced. As a result we cannot use it for billing until it is checked an/or repaired.It is important that we make repairs as soon as possible to prevent estimated bills in the future."

Prior to the installation of the device the meter was not read for 2 years and the bills were estimated.

While my bills are higher and higher, I have made 2 appointments and same the pattern has occurred. 1. I receive about 5 calls the day before reminding of the appointment; 2. no one from the company calls or shows up to the appointment; 3. I call the company while I am waiting and someone ensures that someone will come to do the work; 4. I keep waiting until the time is up; 5. I call back and they say they called and no one picked up the phone; 6. I ask if they keep record of their calls and assure that I did not receive any call; 7. they respond that they are unable to guarantee that what I am saying is true (that I was home next to my phone and had no incoming calls) and that I will be charged for the "visit" (for having me waiting); 8. they offer to reschedule 2 months later.

National Grid appointments are "between 8 am and 11:59 pm". It is an uncaring professional practice to have someone waiting for 16 hours.

Each person that answers the phone tells a different version of the account issue, and some are aggressive and disrespectful.Desired Settlement: Billing adjustment for visits and estimated gas usage,

Repair or replacement of Automatic Meter Reading Device.

Professional treatment.

Consistency between the verbal (phone) and written (letters) explanations of the issue.

Honor or cancel service appointments.

Show respect and proper consideration for the client and cultivate a business practice with Integrity.

Show phone service calls record for 9/**/2015 when I waited next to my phone from 8 am to 11:59 pm and the company said first that they were on their way an 3 hours later claimed they called me and I did not respond.

Review: National grid has consistently scheduled the installation of automatic meter reader and new meter for 1.5 - 2.5 months out. They never seem to have any open dates for someone coming to the house. When they did finally come to install the automatic meter reader they noted that I had an old meter and had to reschedule for them to come back out to install a new meter. I do not understand how a company can be so mismanaged on their service. I am never able to submit meter readings and never know when is the right set of dates to submit those readings. My meter has not been read in over 6 months previously and this causes multiple billing problems with substantial under billing and large make-up bills.Desired Settlement: I want the company to provide some credit for the time I have wasted waiting for the installations and also attempting to put in updated meter readings online. I would also like the date for my install moved up from April [redacted] to some date sooner. Customer service was incredibly unhelpful and rude and National grid should have ample individuals around in order to provide the service.

Consumer

Response:

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

Review: I changed my billing address 7 years ago, reporting it to NG. I have many accounts, I did not receive billing statements on. Each account went into collections because I was not receiving statements. Every account is paid in full. I was able to finally fix the address issue with NG earlier this year. Each time I called to fix the concern, the fix was temporary. It took a [redacted] to override the address change for it to actually change. I once again received a p/c from outside collections for a small balance, which I have paid. Nat.Grid has lost the payment. I have faxed payment info, e-mailed payment info to N/G departments as directed no one seems to be receiving it. The outside collection agency has also attempted to assist me, contacting NG. My tenant is moving, has requested a last meter read. At the same time I requested new service at the address to ensure in sub-zero conditions my home is not destroyed. NG refuses stating I owe them. No one can find the payment, I have sent the proof, no one can find the proof. They want me to send another payment to keep the power on. In the mean time, due to weather my tenants remain in the home. NG refused to delay meter reading for them, because of their recent read request by tenants & my request for new service. NG is being VERY difficult will not work with us. They plan on shutting off service today, both myself and my tenant are current in our billing statements.Desired Settlement: The power to my home needs to stay on without interruption. NG needs to be held accountable, a complete investigation into business practice and customer relations should occur. Staff retrained to assist in all facets of NG to assist customers properly for immediate resolution. Class Action for those who have wrongfully had credit hurt and damages as a direct result of NG errors that are no fault of consumer.

Review: Had our gas shut off without ever being notified of a late or missing payment, we weren't even aware that National Grid was supplying us with natural gas. We called and scheduled two different appointments, only to find that the day we were scheduled for they didn't have an appointment for us. When we called to speak to a supervisor, we were told they were busy and couldn't talk and would call us back, but they never did. We've now been without gas for two weeks, because they apparently cannot send anybody without at least a weeks notice. We also haven't been able to pay the past due balance, because we have not received a bill yet and cannot access our online account without it.Desired Settlement: I would like for them to call me back and send somebody same day to turn our gas back on.

Business

Response:

12/*/13

Review: My bill is set to increase 200% starting in March, jumping from $112 a month to $335 a month. The North East has finished its warmest year on record; it was 75 degrees in December; my heat did not go on until January; and somehow, according to this evil company, I've used over 2,000 therms since August. This is not physically possible.Desired Settlement: I want a normal bill.

Review: When installing the natural gas line in April of 2013, National Grid broke our sewer line, resulting in plumbing back ups. After weeks of inconvenience and expenses over $5000, we filed a claim with National Grid in July of 2013 via return receipt requested. We submitted National Grid's required claim form along with detailed documentation. The claim was received by National Grid on July **, 2013. On August *' 2013' we called to follow up and were given a case number #[redacted]. Since then we have made numerous phone calls to the claims dept or customer service and have been ignored. Here are the dates, 10/**/13, 11/**/13, 12/**13, 1/*/14', 1/**/14, 2/*/14.Desired Settlement: Total cash reimbursement.