National Grid USA

I apologized for the confusionI thought my call two weeks ago was a response to you and also my letter thanking you for the months payment planMy problem has not been solved yetThey actually want a down payment of $in order to place me on the payment plan that you described plus current billI just paid $on 6/18/thinking that this would be the first installment, but today 6/22/I just got a call that there is a change of status and that they did not receive our $down paymentI can’t afford paying thisWould you be so kind to get us a better way to pay for thisCan 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 thisWe insist, there is something wrong with the meter although they denied thatI appreciate your helpPlease see if you can make it affordable to usThey are really tough to work withThanks for your cooperation to this matter.Regards, [redacted]

Dear Mr [redacted] , Upon reciept of your complaint we reached out to [redacted] and [redacted] Support to provide us with a status update regarding the installation of the solar panels They indicated an email was sent on 7/30/with an explanation of the outstanding requirements to close out the interconnection Please review the email and reply to [redacted] and [redacted] Support with any question you may have on the outstanding itemsSincerelyNational Grid

Since receiving this complaint, the customer has established gas service for this address on Monday 1/29/and the issue is resolved.The state regulations do allow the company to turn off service to an "Occupant" account at any timeThe business hours to establish an gas account is Monday-Friday 7am-5pm

During our recent voltage investigation, we learned that more load was added to the location without our knowledge, thus requiring an upgrade to the serviceOur engineering department will be contacting 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]

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 numberI then wrote a letter to them asking for a revised bill and included $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]

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

Dear [redacted] , A % down payment would restore service, the payment would need to be paid in cash in the amount of $ Once the payment is made please contact the company with the receipt number so we can sissue the order 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 www.nationalgridus.com Sincerely, National Grid

Ms [redacted] ,Our records indicate that [redacted] is the rep handling this relocation He met with you and is waiting for relocation papers and payment He can be reached at [redacted] ***

Dear Ms [redacted] I appoligize that you had aissue with your payment I do in fact see that the was credited to your account on 7/10/ the account is no longer in arrears and the only balance owed is the current bill of

Hello, The electricity was used by something inside the customers home We have an unusually cold December-Jan which may be the reason for the spike in use I have sent a meter test for 12/to ensure the meter is recording accurately After the test the customer will receive a letter with the test resultsThank 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] Please add your rejection comments belowWhile in the process of this complaint the company responded to my email complaint acknowledging that their customer service rep gave me information, as they have a record of my call and the rep gave me the dates for MA clients billing adjustments as opposed to state of RI in which I resideSubjectquestions about your bill Discussion Thread Response Via Email (Customer Service)05/05/02:PMDear ***,Thank you for your inquiryI apologize for the delayDue to high volume of emails, we are not always able to respond promptly I apologize for the misunderstanding in the explanation of the Standard Offer Billing AdjustmentI would like to explain it in more detail below:I have reviewed your referenced [redacted] account number [redacted] and can see that you did speak to [redacted] on 3/13/regarding the Standard Offer Billing AdjustmentIt was noted that he advised you that it is the difference between the fixed rate that we bill you compared to the variable rate that we pay from month-to-monthIn the State of Rhode Island, we purchase 6-months worth of [redacted] twice per year covering the periods of January - June and July - December We pay a variable rate for each month and the fixed rate that we charge is based on the average of the variable rates for that 6-month periodBecause you changed suppliers effective 4/24/15, we did bill the Adjustment amount of $which is based on the difference we initially billed on the fixed rate compared to the variable rates that we actually paid for each month covering from 1/1/- 4/24/Unfortunately, we did pay a much higher rate in January and February which is making up the majority of the adjustment amount on your current billOur rate information is available on our web site at: [redacted] Again, I apologize that you were misinformed of the May 1st date for the new Supply RateMay 1st, unfortunately, is the correct date for our Massachusetts customers only, as we purchase the same way for Massachusetts as we do in Rhode Island, but the contract dates run from May - October and November - April With that being said, you are absolutely correct that you would have had a very minimal charge, if anything, by changing only a few days prior to the effective date of the new rate periodI do hope that this explanation helps and, again, I am very sorry that you were misinformed when you spoke to one of our representativesThis is also explained in detail (with examples on how the calculation is done) on our web site at: http://www.nationalgridus.com/narragansett/home/rates/3_supply.aspIf you need further assistance, please call Customer Service at ###-###-####, available Monday through Friday, 7:a.m- 5:p.m(EST).Thank you for being a National Grid customer.Sincerely,***National GridCustomer Service [redacted] This e-mail and any files transmitted with it, are confidential to National Grid and are intended solely for the use of the individual or entity to whom they are addressedIf you have received this e-mail in error, please reply to this message and let the sender know Regards, [redacted] ***

[redacted] , In response to your complaint, your service was not interrupted due to a non-payment issueI understand that the issue was resolved thru your management office pertainingto the heat not workingAs you have requested, the $return check fee has been reversed and you will see the adjustment on your next statement and your account has been removed from the Balanced billing program.There were no late fees or penalty charges accessed to your accountHopefully, this resolution is satisfactory

Please accept my sincere apologies for the inconvenience you are experiencing in respect to the power outageThe storm resulted in many downed trees and wires along with damage to transmission lines, substations and transformers across our New England service territoryOur records indicated that your concerns were addressed via telephone conversation with a Supervisor, a generator provided at your home until a design resolution could be completed due to legal /trespass issues 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] National Grid

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

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 # ***Please add your rejection comments below.
I reject National Grids explanation of the facts; they have not removed the fees from my bill, one of my more recent phone calls to their customer service departmentThey told me that if I could obtain a written letter from *** that they would remove the charges and adjustment fees.I called *** and they proved me with a written letter stating that they would not charge me anything and that I could go back to my standard billing cycle (reset bill to original status) for recovering my fees.I provided National Grid with ***’s written letter on April 21, and mentioned to them that I had a copy of *** *** *** *** letter to the state electric supplier company for this same issues, requesting that they stop these practices and that they recommend to eliminate supply service charge fees (I have included the letter in this email).I continue to call National Grid weekly for an update and they mention to me that the request is under review and that it’s been sent over to the Supplier service departmentThey continue to mention to me that a manager will be calling me and no one does, no one returns my calls.I ask that this complaint be escalated and keep in a high priority as things are not resolved and I’m looking to file charge with the local court system if this continues.Regards,
*** ***

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 activeYou can call our customer service number at ###-###-#### to work out a payment arrangement if you cannot pay your bill in full

At this time, I have been contacted directly by National Grid USA regarding complaint ID ***, however my complaint has NOT been resolved because I have contacted the *** *** *** to expedite the complaintand they are NOW actively involved!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***,Our records indicate there is electric heat at this location. The usage on your bills is consistent with customers who have electric heat During the winter season the use is higher due to the cold temperatures If as you stated the meter was not working properly the usage would not fluctuate with the weather, it would be consistently high.Sincerely,National Grid

Dear Mr***I am writing to apologize for the difficulties you have encountered contacting us for transferring serviceNational Grid continually strives to provide exceptional service and attention to its customers and takes all customer complaints seriously. We will review the phone
conversation in order to put in place measures to prevent similar events from occurring in the future.When transferring service the person accepting responsibility needs to contact both the gas and electric companies to apply for service. Please have have the person accepting service contact the company at the number below in order to avoid interuption of service. If you have any questions, please call Customer Service at ***, available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgrid.com.Sincerely,National Grid