National Grid USA

Review: I went into National Grid Metrotech Center a while ago. I provided them with all my documentation (lease contract, etc.) to put my name on a bill with National Grid. In the meantime I received my bill and I noticed that my name was misspelled. I called earlier today to have them change it to what is on my application and what was given on supporting documentation, but they would only change and verify it if if I would provide them with my social security number.Desired Settlement: Correct my name immediately.

Business

Response:

Sorry for any inconvience in which you may have experienced. Your name will be corrected once a copy of your ID is fowarded to us.

Thank You,

Customer Satisfaction & Regulatory Compliance.

National Grid

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

Fax: ###-###-####

Review: National Grid has shut off my buildings gas for over 3 months in 1 year of living here. Nobody has any information or updates and were currently just in the dark. We have no laundry machines, no stove, no oven. One of my neighbors and my wife are all expecting babies and one has a newborn. Ordering out food and cooking limited food options I believe is causing my wife and my baby health issues. I wish we had answers and quicker resolutions on these reoccurred issues and help getting these business to start moving on fixing the problems.Desired Settlement: I need them to finish the job and put our gas back on. It is unreasonable to have gas be out for months at a time with no answers.

Business

Response:

Left message on customer voicemail stating that the gas was turned off for safety due to a gas leak. Repairs must be made by the buildings management or landlord before we can restore gas service.

Review: NG issued a final bill for the address [redacted] under my name. I did not live there during the time the charges were incurred. In fact, I moved out of Brooklyn NY in March of 2009 and have been living in NJ ever since including the 2013 period that the bill is for. I've filed a final bill dispute form with National Grid on April **, 2014 with the required proof of residency (copies of NJ lease agreements); however, I've received a letter in the mail stating that the proof was insufficient. I've called back a number of times requesting to understand why the proof was insufficient since it's exactly what's shown/requested in the final dispute form. The customer service folks repeatedly told me that they don't know, informing me that they will follow up with the group responsible for bill disputes, who should then contact me to let me know what other evidence I can submit as proof. No one from that group has ever called me back. I called a number of times (customer service has taken notes re: my calls and continuesly apologize but tell me that they cannot do anything as its another group that's responsible for bill disputes; however, nobody seems to be able to reach them despite my numerous requests for their contact info) I refuse to pay a bill that is not mine no matter how small ($159). This is on my credit report and I want it removed. Pease help!Desired Settlement: Accept my $159 final bill dispute form and remove it from my credit report immediately!

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,

Review: I received a gas bill from National Grid showing $2,670.15 in "current" gas service, for my personal residence for the 5 day period, April **, 2015 to April **, 2015. The bill states the $2,670.15 represents *61* therms used in the current 5 day period April ** -April **, 2015. I have resided in this property for 18 plus years, and have never used *618 therms in a year let alone in a 5 day period.

As a result, my Balanced Billing amount for my payment due 8/**/2015 went from $61 per month to $925 until the $2,670.15 “current” charges for the 5 day use period 4/**/15 – 4/**/15, are paid off.

I called National Grid several times regarding this issue. On 8/*/15 I was told by National Grid that the $2,670.15 of “current” charges were not incurred in the period 4/**/15-4/**/15. Representative stated the charges were not “current” charges at all. The *618 therms ($2,670.15) is a “catch-up” billing for alleged under-billed gas charges covering the period 2 1/2 year period 12/**/2012 to 4/**/2015. Representative did not explain why National Grid billed non-current “catch-up” charges as current.

Representative stated on 8/*/15 that the $2,670.15 "catch up" billing was "forced out of the system" on 4/**/15 because the THREE ACTUAL READINGS National Grid took on 1/**/14, 5/**/14 and 8/**/14 were rejected by their computer system as incorrect, and on the 4th read taken on 4/**/15 (simultaneous with National Grid installing New Meter Reading Equipment in my home on 4/**/15), right or wrong the system forces it all out in a bill.

I asked for an accounting of when in the 2 1/2 year "catch-up" period were the alleged *618 "catch-up" therms incurred. Representative stated on 8/*/15 that she could not provide any information other than it was incurred sometime over the last 2 1/2 years. On 8/*/15 I was told by another Representative that "an account re-build” would have to be performed in order for National Grid to provide any information on when the $2,670.15 "catch-up" charges were incurred, and National Grid “will not do that".

Representative stated based on my financial information, I qualify for a hardship payment plan of $20 per month versus a Payment Plan of actual charges plus $10 a month. Representative took my financials, and stated she would call back 8/*/15 at 2 pm. She did not. I called * times again on 8/*/15 and was told my financials are in the system and my payment due 8/**/15 is now actual plus $10, and not the hardship $20 payment I was told I qualify for, on the previous day. I was told, despite qualifying for a $20 hardship payment, it is National Grid's choice as to what plan they will implement.

As National Grid would not provide me with a bill showing when the "catch-up" charges were allegedly incurred, I took a sample period May to August and simply compared National Grid’s Actual therm reads in 2014 (the "catch-up" period) to their actual therm reads in 2015, to verify if the "catch-up" is reasonably correct. It is not.

National Grid's April 2015 to Aug 2015 Actual Meter Readings, per their Newly Installed Equipment, show 141 therms used in this period. National Grid's Actual Use Reads taken during the $2,670.15 "catch-up" period, on 5/**/14 and 8/**/2014, showed a stunning 900 therms used. This furthers the need for National Grid to provide an accounting and explanation establishing whether the $2,670.15 "catch-up" charges are even correct.Desired Settlement: I respectfully request an accounting for the "catch-up" billing of $2,670.15 allegedly incurred sometime during the 2 1/2 year period, 12/**/12 through 4/**/15, to support the legitimacy of the $2,670.15 “catch-up” billing that was forced out of the National Grid computer system, and shown as current use for 5 days 4/[redacted]/28/15.

I request an explanation as to why National Grid billed $2,670.15 of clearly Non-Current charges, as Current. I request documentation supporting I was provided with notification of this provision of National Grid’s billing policy.

I request an explanation and reconciliation as to why I was insured on 7 phone calls I placed to National Grid during the "catch-up" period, that my billing is correct and was adjusted to reflect the 3 Actual reads taken to insure my account had a near zero-balance due at the end of the billing cycle for 3 years, and now National Grid, after installing new equipment, recants and states their near-zero balance due from 12/**/12 is $2,670.15.

I request a Payment Plan be established for my account, should the $2,670.15 charges be substantiated by National Grid. I request that if I qualify for the $20 hardship payment based on my financial information that it be granted at this time.

I request a written confirmation that the information I received from Representative Marion on 8/5/15 is correct and true. Please confirm her statements, that my financial information is entered in the system, my August **, 2015 payment is no longer the $925 shown on the 7/**/15 Balanced Bill Issued, that my payment now due 9/**/2015 is Actual Use plus $10, that a payment of $71 (actual use for July 2015 plus $10) is the correct payment now due on my account on 9/**/2015, that I have be notified of all Payment Plan procedures and policies required by both parties, and available to me.

Review: I moved out of my apartment at the end of March and had an issue getting National Grid to go to my apartment to shut off my services, so it ended up taking until the second week in April. I have since been getting billed by them, but was not able to get someone on the phone to speak with them about my account and got a call from collections so I just paid it. Then I got another bill this month, tried to call, couldn't get anyone to give me a straight answer, so I paid for the month of May as well, but am now getting calls everyday from collections. There is a new tenant in that apartment (I haven't been able to get in touch with my landlord either), so I may be being charged for hers. But everytime I get a call from the collections office (every day for the past week and a half excluding Sunday) they tell me I owe more money, I say I have paid it and am no longer living there and closed my account so I shouldn't be on the account anymore and they say they can't help me and pass me to a automated customer service line that never sends me to "the right person".Desired Settlement: First and foremost, I would like to have my information taken out of the national grid database so that I do not get contacted or billed again as I no longer live in the state of NY. Also, if possible I would like to be refunded the money I paid for the month of May because my account should have been closed. Lastly, if possible I would like a resolution with collections so it doesn't effect my credit. Thanks.