National Grid USA

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/Our records also indicate that a payment was made the afternoon of Monday 8/21/and a request to restore service to your home was issuedThat order was issued with a date of 9/instead of 8/This was a typographical error by the representativeThe order was re-issued today as a priorityWe have applied a $Goodwill credit to your active account due to your inconvenienceUnfortunately 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 processSupervisors generally return customer calls within 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

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 cannot keep telling me it is going to be daysIn modern day technology, you can make a phone call to someone in processing and figure out where I am in the lineI am concerned my credit will be affected by this since your company does have my social security numberIt has been over days, I should have a better update than "within days" Regards, [redacted] ***

I am sorry that you were unable to make a payment arrangement to prevent terminationWe do require a minimum 25% down payment in order to enter into a payment arrangementPerhaps 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 electricYou may also want to reach out to the local CAP agency in your area for Fuel Assistance funds Program) [redacted] Heating Assistance ( [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 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] .This has been a problem for over a year It leads to mistakes in payment and is not acceptable Please provide a timeline for resolution of this problem 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] You expect me to believe I didn't call you times and you mention nothing of the email I sent youis all I owe youIt is not my fault your customer service didn't do their job until I got a supervisor on the phoneNot acceptableYou have a relationship with the owner bill him Regards, [redacted] ***

With [redacted] , it is up to the consumer, to make an informed decisionWe provide suggestion and steps on our website to assist customersWe include bill inserts and are also available via telephone to assist with questionsUnfortunately, there is no record on your account of any calls to inquire about [redacted] .We encourage our customers to consider all available energy supply options and determine which one will best meet your needsThe first step is knowing the price you are currently paying for the Supplier Services found on your billAs a Basic Service customer, you have two pricing options available to you - a Fixed Price and a monthly Variable PriceAs the term implies, the Fixed Price Option offers a price that does not change over several months (months for Residential and Commercial customers and months for Industrial customers), and provides the convenience of having a more stable electric bill that would only vary as a result of the amount of electricity you use from month to month.The monthly Variable Price Option offers a price that changes each monthThis rate option offers customers the opportunity to save money by shifting their electricity usage from the months with higher prices to those with lower prices.National Grid sets the rates for each option based on the prices in its contracts with its Basic Service suppliers.All Residential Group customers and all G-(General Service) Commercial Group customers are automatically placed on the Fixed Price Option when first applying for Basic ServiceCustomers are allowed to choose the monthly Variable Price Option at any timeYour account was billed on the Fixed Price Option If you are on the Fixed Price Option and decide to switch to a competitive supplier in the middle of a month or month pricing period, you will receive a billing adjustment, which will be either a credit or a chargeThe billing adjustment compares your Basic Service charges on the Fixed Price Option to what you would have been charged under the Variable Price OptionWe apply this adjustment to ensure that all Basic Service customers are billed for the actual cost of Basic Service electricity they consumedThe calculation uses the monthly rates under the Variable Price Option because they represent our monthly cost of supplying Basic Service to you for the months before you left Basic ServiceThis Basic Service billing adjustment, referred to as "Market Price Adjustment" when it appears on your bill, may be a credit or a charge, and is reflected on the bill prior to when your switch to a competitive supplier is effectiveAll of this information and more about our rates and rate structure can also be found on our website [redacted] 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 [redacted] Sincerely,National Grid

Dear Ms [redacted] , We have reported your request to our Claims Department A Representative form the Calims group will be reaching out to you regarding this matter Sincerely, National Grid

We apologize for any inconvenience you may have encounteredNational Grid continually strives to provide exceptional service and attention to its customers Our records indicate that electric account for service at [redacted] was final as of Monday 7/31/per your telephone request on Friday 7/28/to close the account The final bill amount $ Unfortunately, we do not have a record of your request to close the account previous to 7/28/It is noted that during your call, you had stated that you had already moved from the location and wanted the account to be closed retro-actively as of 6/30/Since it is the account holder’s responsibility to notify the company in advance of moving to allow time to process the request and avoid billing issues, we do not final accounts retroactively We will however, for customer satisfaction, remove the charges in dispute, assuming there was a miscommunication during your call on Friday 7/28/The charges for service from 6/30/to 7/31/of $will be removed from the account The balance for the account is now $The change(s) will be reflected on a future statement If you have any questions, please call Customer Service at 1- [redacted] , available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgrid.comSincerely, National Grid Customer 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 [Again the company claim they were had someone listeningBut still have not provided the recorded conversationAnd have not address the fact that I Was told they were the only ones I could go toWas told I couldn't lock off the gas which is the reason I was being billed a year and a Half Which was stated earlier]Regards, [redacted]

This is in response to your letter dated May 14, Thank you for your help!I appreciate the fact that now they are willing to extend the payments to months, but they are doing this only for the past due to which they will add the current due every monthThis is still a lot of money and not the solution to the problemOn top of that they want another $to start another payment planIn the past two months, I already gave them over a $Please see attached billI don’t think that is the solution to the problemDuring winter there are icicles around the meterHonestly, in my opinion that has a lot to do with it because the manufacture specifications of the product does not show that consumption at allI would like to have a more detailed meter inspection, including checking of the line that goes to the meterThank's Again for your assistance and please continue to help me find a solution to the problem.Regards, [redacted]

Dear Mr***, 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 owedIf 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 National Grid advised us on our electrical service upgrade and knew we were putting in a amp three phase service as part of the upgrade They did put new capacitors on their pole to match the new service but are not providing enough voltage on their side of their capacitor [If you are rejecting the business's response please enter your rejection comments here.] Regards, [redacted] ***

There was a delay in processing this customers refund On 7/17/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 pyt on act as cant aford to pay 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]

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.comI'll accept once the inaccurate information is removed from my credit reportI'm waiting to hear back from [redacted] at National Grid 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 belowsee attached email from city Regards, [redacted]

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 emailed national grid on February **, and reminded them that a copy of our lease had been received by them and our bill was still not adjusted accordinglyI also let them know that a bank account was set up by us in good faith for the balance due to national grid beginning December when we moved into the apartment.I received an email response from national grid on February **, - it requested that I call them because more information was needed.On February **, I called national grid and spoke to a woman named ***She confirmed that national grid received a copy of our lease effective December She put me on hold for a while and then told me that national grid required two forms of identification from meShe said I could mail them.On Thursday, February **, 2015, I mailed another copy of my lease and copies of three forms of my identification to national grid via certified mail with return receipt.They received the copy of the lease and the three forms of identificationBut our bill has still not been adjustedI am received past due bills dating from over a year ago when we weren't tenants and now they are sending us disconnect notices.To reiterate the issueMyself and [redacted] are brand new tenants at [redacted] apartment [redacted] as of December National Grid is asking us to pay for the previous tenants billsApproxdays prior to our occupancy 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 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 [redacted] 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 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]

Dear Ms [redacted] Upon review of your account we noted that when you contacted the company regarding a gas leak a technician was dispatched to your address and a gas leak investigation was performed Both times the service area was made safe prior to leaving the site The cause of the leak was identified as being the pilot fitting to the furnace On the April 19th visit the technician determined in order to make the area safe the furnace would need to be left off until the repair was madeThe leak resulted from customer equipment which is not repaired by the technicians nor does the company provide a credit for loss of gas If you have any questions, please call Customer Service at [redacted] , available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgrid.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.The first time the technician went out why did he not repair the ill fitting pilot tube why did I have to call two more times to report the same leak; how is that a safe setting? The first time the techinician came out why did he not instruct me he was unable to repair the tubing and that I would need a plumber as the second technician did? Why did he leave the leak ongoing for months afterwards? Please explain to me how this is a safe setting The home has been vacant and continues to be vacant as we are remodeling same It would be really nice if you could just admit that your technician made an error instead of blaming the consumer I would like an explanation why you feel a consumer would consent to live with a gas leak If it is not your technician's fault then you are assuming it is my fault I believe at least I deserve an answer to my questions noted above Thank you[redacted] Regards, [redacted]