National Grid USA

Feel free to fax your supporting documentation to *** *** *** and reference Revdex.com Complaint ***Thank you

We apologize that we are unable to respond to your Revdex.com complaintAs a New York resident, your complaint was incorrectly directed to the Massachusetts & Rhode Island division of National GridWe have notified the Revdex.com of the error on the websiteWe ask that you please
resubmit your inquiry to using Business Name & Address of National Grid Electric Companies ( handles gas as well) *** *** *** * *** *** ***, NY *** Sincerely, National Grid

The only way to stop gas usage on the meter is to have the gas shut off On 9.9/a team lead in the call centre spoke to Mr *** and told him he can have the meter locked off but the gas company would not be responsible for frozen pipes He just hung up on the rep At this
time the gas is still on and in use He can call the call centre at * *** *** *** and request the meter to be locked off but is still responsible for the bill *** BILL AND CONSUMPTION HISTORY ===> *** *** *** *** 6+ ACT Cur 207.15 *** *** ** Rate R- SA Arr 1,599.27 ** *** Mtr *** OPEN Bal 1,806.42 ** *** ** *** Tasks Y Rmks Y Sp Cnd N Notes TEN BILL NUM PERIOD USE THERM GAS PRORATED DFS DIGIT TO DATE DAYS IN THERMS FACTOR CHARGE GAC CODE 02/18/ $ 0 01/19/ $ 0 12/15/ $ 0 11/17/ $ 0 10/15/ $ 0 09/18/ $ 0 08/17/ $ 0 07/17/ $ 0 06/17/ $ 0 05/18/ $ 0 04/17/ $ 0 PF *** ***

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.
No, an alternate number is not a solution to this issueFirst of all, I have only one numberSecond, you have not addressed any of my other issuesThird, even though I paid my bill in full yesterday, and received a confirmation, and filed a Revdex.com complaint, unbelievably, I just received yet another callIt's unacceptableI would appreciate it if you would give me the name and contact information ofYour appropriate superior who is authorized to meaningfully address these issuesIf that is motSomething you are empowered to do, I am able to make my own inquiries online and will let them, and the Revdex.com, know that responses to this point are unsatisfactory.
Regards,
*** ***

Dear Mrs ***,I have reviewed you compliant and your account and beleive I understand what happened here.you had an account at the *** *** ** address from 7/31/thru 10/- account # ***then two days after that account finaled you contacted us and requested to be
re-connected to the address and another account was created for you on 10/17/2015 thru 10/27/- account # ***The first account had a final balance of $66.81- and the second account finaled on 10/with the balance of $20.15You paid $on 10/31/and that was applied to account *** and then another that fully paid that account offbut that still left the second account, ***, with the small $balance.The separate accounts in your name at this location was what must have caused all of the confusion- as one was in fact fully paid off but the second one which was only active for days still had the small balance- I do see that you did make the payment on this account on 5/and I assure you that BOTH accounts are now in fact fully paid.I want to appoligze for the confusion and issues this may have caused you

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*** Heating Assistance (*** *** *** *** Program) ***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 # ***Please add your rejection comments below. The business should contacted the credit bureau because the business reported the error to the credit bureau.Regards,
*** ***

Hello, After reviewing the customers complaint it appears there may have been some miscommunication. I am having his old account cancelled back to 11/which is when he moved to his new address. We will be contacting him with a corrected balance tomorrow or Monday once the
transaction goes through

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.
We are asking for a payment plan that we can work on.It is impossible that we can put a down payment so largeOur top amount will be $monthly with a down payment of$1,starting JULY 30TH.We are facing a critical financial situation and the possible loss of ourhomeWe are trying to work things out with you, but instead (national grid) is making this very difficult to us.Please see if you can work things out for us
Regards,
*** ***

On May 8, at 11:am I left a voice mail message for Ms*** asking her to call me directly regarding her request to get on the Rhode Island arrears forgiveness plan for her gas account. National Grid will need a copy of her grant award *** (fuel
assistance) letter for the - fuel year for her gas account to verify she was re-certified for *** for the past fuel year. Once we have proof of *** for this past fuel year we can put her gas account on the arrears forgiveness plan. 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 # ***Please add your rejection comments below.
[This is the same form they were trying to send me before, but the issue is that it's going to require me to file a police report against my brotherIf he's willing to take over responsibility, I don't see why this is all necessary.]
Regards,
*** ***

Dear Mr***, The amount of the down payment to establish a payment plan is based on the customers balance. Due to your balance of $a 50% down payment is required to protect your service and to establish a payment plan. Below is a list of agencies in your area who may be able to assist you.*** ***
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*** *** ** ***Sincerely,National Grid

** ***I would like to appoligize for the inconvienice you may have experienced due to the service being swtiched to another customer's name.unfortunatley National Grid cannot deny service to a customer when they request it unless they owe the company a past due balance. if a customer
in good standing or a new customer requests service from us and provides us the address or meter number we are obligated to connect that person. It seems that we have received requests in the past couple of months from a person requesting service at ** *** ** *** *. Since this person owed no past due balance we were legally obligated to provide them service. I see at no time was service imnterupted ot shut off. It was simply placed in this new customer's name. If the company is given inccorect connect information there is little we can do except correct the issue when brought to our attention. I see that in both cases that we returned billing to your name once informed of the error. it would seem that this same person keecalled both on july 17th and Sept 22nd and requested to be billed for service at your address. In both cases we placed service back in yor name once notified of the error. I will attempt to note your account to prevent thsi same person from calling in to take over but cannot guarantee this will not occur againyou migh want to try and sopeak to this person directly if you have knowledeg of who it is

On 1/18/18, a corrected final bill was issued based on the 1/17/meter reading of 49750 provided

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.
this excuse is not reasonableThe call is a robotic call that leaves a message asking the customer to call back regarding "important information about a change to your account." That message is deceptivealso, it is information-freeIf the desired outcome is for the customer to pay their bill, a more direct message would be "your bill is overduePlease call and make a payment." It is likely j would have acted on that immediately, instead of making the assumption, as I did, that it was a marketing call or something related to our recent change in energy serviceFinally, it is reasonable to make, perhaps, one call a day if no response is rewordIt is not reasonable to make calls in four days (which I'm sure would have been more had I not blocked the number), or nearly eight calls a day, during business hours when customers are likely to be engaged in work situationsThat is nothing less than harassingThese practices create a negative impression of NG and are offensive and harassing to me, a longtime customer and active citizen who Cares about energy policy and municipal supplyYou have lowered myipinion of NG. Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because I was told over the phone if a partial payment (my $for example) would make it so my gas did not get turned offThey did not accept that as a payment but as a transfer so, they did not count it as a paymentI am going to be in this situation again and probably with my electric sense I had to pay so much extra at once because I only get paid once a monthI did contact National Grid to make payment arrangementsThey would not accept ANY payment arrangements at the time other then full payment and I explained to them I only get paid once a month and no explaining or talking to them made any differenceThey were polite but, polite does not mean good customer serviceThey are unreasonable and are not good at customer service or reasonIt is not fair to for them to put such financial strain on har working American Soldiers such as myselfI do not defend this country to be treated like this.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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 the informationI did not resolve this issue with National GridThey have not responded nor corrected any of my requests
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

*** ** ***,you have provided no information in your rebuttal to my prior comments. Again as I mentioned previosuly the company has no choice but to provide service to a customer when they request it as long as that person does not owe the company a past due balance. In your case a customer has twice applied for servcie at your location. unfortunately that person has provided us a erroneous address when they applied and service was removed from your name. In both instances we placed service back in your name when notified of the error. I have placed a note on your account to try to stop this person from applying again but I unfortunately cannot gaurantee this will not happen in the future

Dear Mr***; National Grid continually strives to provide exceptional service and attention to its customers and takes all customer complaints seriously. The reason for delay in the meter installation is additional construction is required for the three phase upgrade. The
existing conduit to the premise is not large enough. The 1-line diagram you provided on April is for an upgrade to the existing service. The company needs the information for design of a complicated electric underground area of ***. National Grid Engineering scheduled a site visit on 5/4/2015. Once the design is done we can send the Policy Three Service Agreement to you. We will schedule out about weeks after the service agreement is returned and, the cost in advance of construction is paid. Once the service is energized meters can be installed to resolve the complaint.Sincerely,National Grid