National Grid USA

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 billThe customer has now caught up on all payment and the balance is zero

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 M*** *** *** *** 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,
*** ***

Dear Mr ***,I have reviewed your complaint and your account informationI can undersatnd that you are very concerned with the large spike in usage and your bill over this past winter.I see by the notes on the account that you recentyl installed space heater in the home. Space
heaters are an appliance that use tremendous amount of power to operate. These space heaters along with the higher electric supply costs this past winter are likely the cause of your increased usage and bills.The compnay did send out a technician to you home and he tested the meter. Per the test results the meter was accuartely recording your usage and was well within the guidleines set by the MA Division of Public Utilities. Based on the trest result and the space heater installation and use I see no error in your comsumption or billing. The Bills for your home this past winter are accurate. I do see that you have entered into a month planment plan for the balance of the account. I am willing to extend that out for you to months to help ease the payments a bit however you will need to try and adress yor high usage. I suuguest contacting MA save for a free energy audit to heklp determine what else may be causing the higher bills other than the space heaters. you may contact them at ###-###-#### or www.masssave.com

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.
Not everyone can afford 25% downA vehicle dealership or a home loan does not even as for that muchAs I keep explaining, I only get paid once a month and I have to budget everythingI was told (conversation was recorded) that I missed my payment and that is why my gas was being turned offI said I did pay youYou (National Grid) said I did notI apologized because I gave a second payment to my electric instead of gasYou said termination was already started so, my payment was not good enough and you were continuing with terminationI was told if that payment was to my gas bill and not electric you would not have shut off the gas but, because it was to the electric and not gas, you went ahead and shut off my gasThis is unacceptable and policies need to changeI would like the Revdex.com to give National Grid an FI am only doing business with them because I have to as National Grid has the monopoly on Gas and electricIf I had a choice to take my business elsewhere I wouldThe only way I will be happy with this transaction is for National Grid to give me back my $I paid to get my gas back on so I can repay my loan I took out to pay them.
Regards,
*** ***

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 # ***
[I am not satisfied with the response I recieved from the businessThere was clearly something wrong with the meterAnd I would like this issue to be resolved as soon as possiblePlease let me know if further action is required on my part in order to resolve this..]
Regards,
*** ***

Records indicate the customer called today and spoke to a rep in the call centre and the supervisor issued an order for today to turn back on The consumer was told that there is still no doctors letter received and that we would put a day hold for the letter A shut off notice was
sent out on this account on 9/1/ If not received the account will go back into collection status. If you have any questions or need additional information, please call Customer Service at ###-###-#### available Monday-Friday, 8:00am-5:00pm or, for your convenience, visit us at www.nationalgridus.com.Sincerely,National Grid

We would not be able to refund the payments you have made for the services received.There is still a balance of $for which has been set on an month payment plan ( plus current bill charges)Bills are due monthly for services rendered
We offer Budget/Balance in order to make managing your energy payments easier by making your bill the same amount every monthWhen you enroll in Budget Plan, you can take the "peaks and valleys" out of your energy bills, making household budgeting simpler and more accurateFeel free to contact us or visit us online to enroll
If you feel your bills are high, you may consider having a free home energy audit completed by contact MASSAVE at 1-800-632-or www.masssave.com or vist www.nationalgridus.comfor energy saving tips
Again 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 (Blackston Valley Comm Action
Program) ***They are taking application up until May
Thank youTell us why here

We apologize for the inconvenience you may have encounteredNational Grid continually strives to provide exceptional service and attention to its customers On 12/27/we received your telephone dispute of charges for service at *** *** ** *** * * *** ** *** from the time period
beyond 7/31/The account was opened 5/06/The final bill date was 12/29/The total amount of billed charges from 7/31/to 12/29/is $ Bill statements were emailed each month to *** Unfortunately, we do not have a record of your request to close the electric account until your telephone call on 12/27/Please be advised that it is the account holder’s responsibility to contact the company to final the account to avoid billing issuesWe have no record of any calls or inquiries made to this account between the application of service request 5/3/to 12/17/You may wish to discuss the matter with the property owner The total balance due today is $ If you have any questions, please call Customer Service at 1-***, available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgrid.comSincerely, National Grid Customer Service

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

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. Thank You, for this prompt response. I tried to do this on my own and they wanted 75%.Thank You,
Regards,
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding National Grid USA has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

We have been made aware of your complaint with the Revdex.com.  In reviewing your case it appears that Nationalgrid has unlocked your gas service on 11/*/16. Nationalgrid offered you an appointment on 11/*/16, a day in which the schedule was full for the day.  As a courtesy we...

squeezed you in so that you may have heat and hot water.   When we add work orders to a schedule that is already full it is an all day appointment and our full day appointments are from 8 am to 12 am.  Nationalgrid is an emergency service company and emergency orders do take precedence. If you were not available for that time period, you could have chosen another day in which we could have given you a 6 hour window. This chose was provided to you by the representative in whom you spoke to.   If you have any further questions in regard to this matter please call us at ###-###-####.     Thank you,   Dawn M[redacted] Customer Satisfaction & Regulatory Compliance. National Grid Phone: ###-###-#### Fax: ###-###-####

Dear Mr. [redacted],
We are investigating your complaint with our Distribution Engineering Department and will be providing you with information once the investigation has been completed.
Sincerely
National Grid

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]. Please add your rejection comments below. 
As I said in my original complaint, the Gas Supply Charge is stated to be .4354 per therm from November 1, 2016 to April 30, 2017.  Since my bill is from November 9 to December 11, 2016, it is well within that period.  Therefore, no prorating should be applied and the gas supply charge should be .4354 for the entire period.  I have highlighted the relevent passages in my bill (attached).
Regards,
[redacted]

Dear Mr. [redacted],
Your complaint has been forwarded to our Engineering Department.  They have informed us that some one will be reaching out to you regarding the placement of the pole and will be investigating your request.
Sincerely,
National Grid

Revdex.com:At this time, my complaint, ID [redacted] regarding National Grid USA has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
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. 
National Grid has only confirmed that we do have a low voltage problem, but has not done any corrective action or told us what will or should be done.
Regards,
[redacted]

Our records indicate that you are not yet a registered user on our ELECTRIC customer website. (there is one site for each commodity Gas & Electric.) In order to view your account online and enroll in Direct Payment option, please follow the instructions in the box labeled  'Sign In or...

Register' at the link               [redacted]If you would like a representative to walk you through this process, please call Customer Service at at ###-###-#### available Monday-Friday, 7:00am-5:00pm

hello Mr [redacted],I have reviewed you complaint-  you stated that you called to disconnect service after selling your condo- I see that you contacted us on 1/15/18 and wanted disconnect as of 1/17/17  that was completed as you requested and your final bill for the period of 1/11 18 to 1/17/18 was for $64.29.now the bills prior to that period were indeed much higher 12/13/17 to 1/11/18 was for charges of $644.49 and for 2637 KWH of usage.  it is noted on the account that this is electric heat.  as you are well aware we had an extremely cold stretch during this exact billing period.  which would most likely account for the high usage.  electric heat is normally an expensive method of heating a home.  due to the extreme weather we have seen usage and therefore customer bills rise dramatically during this time.  This bill was based on all actual reading from the meter.