National Grid

Hello ***, we received the following informtion from our contact person at Equifax: The account was recalled from us on July 18, 2016.On July 8th we received an ACDV from Trans Union and we replied with a deletion.We also sent the update on our file to the credit bureaus on July 8th to have the account deleted

The company received a call from [redacted] who is listed as an authorized person on the account When asked to verify information Mrs [redacted] requested a supervisor The representative then advised her there were none available and she would have someone call her back within 1- hours which is the policy Mrs [redacted] then stated that was unacceptable, used profanity and hung up on the representative This conversation was verified as I listened to the callI am unsure what information Mrs [redacted] was attempting to obtain but it is company policy to request verification prior to releasing any information Although she stated she did not want to confirm the last digits of the account holder ( [redacted] ) social security number, there are other ways to obtain verificationIn a previous conversation with Mr [redacted] , he stated he did not receive his bill and, a duplicate one was issued A payment in the amount of $was posted to the account on 11/29/and, I have also removed the late charges in the amount of $ There is currently a zero balance on the accountPlease let me know if any additional information is requiredThank You

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, *** ***

Hi [redacted] ,My father's name was [redacted] He lived in [redacted] , [redacted] ** I believe his apartment number number was *** He had his mail sent to my address, [redacted] **, [redacted] , [redacted] *** The National Grid account number was ***-*** Thanks [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The message I got said that we were using space heaters and that's why our bill went upThe bill didn't go up until we stopped the use of the space heaters and the last representative we spoke with confirmed that the meter they changed was indeed faultySo then shouldn't we be reimbursed for the over charging

I left message for customer to return my call, all issue's appear to be resolved, customer current bill $is still on $per month plus regular monthly bill minimum pay agreement, no additional effect to credit other than already being on pay plan Thanks Mark S [redacted]

This letter is in response to case ID # [redacted] filed with the Revdex.com, Inc by Mr [redacted] in regards to his current defaulted payment agreement Mr [redacted] has outstanding arrears on his account, and has held negotiated and minimum payment agreements with National GridThe last minimum payment agreement effective 2/23/16, defaultedNational Grid does offer customer's option to bring payment agreements current to re-instate their agreement and actively continue making monthly payments and installment to outstanding balanceNational Grid can not continuously offer to put unpaid monthly bills/installments into new arrangementsMonthly bill withinstallments are requiredMr [redacted] states new party has taken over service, and is not in need of further assistanceSincerely, National GridCustomer Satisfaction & Regulatory Compliance

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowIf the gas usage is "in line" with what I have been using for the previous years then please explain why my bill has gone up approximately 20%I was paying around $last year in the summer America and this year it has been not under $ [redacted] ***

This letter is follto our conversation on March 31, regarding the balance on your account of $I have enclosed a copy of a statement As I advised in our conversation after review of your account it reflects that the 11/20/bill of $was paid 12/18/but was actually due 12/16/The December bill generated on 12/17/for a total amount of $Your payment of $posting to the account on 2/16/You paid the correct amount owing of $but it was due 1/10/and didn't actually post to your account until 2/16/The January bill was mailed to you on 1/20/for the total amount owing of $You needed to pay $by 2/13/On 2/18/your February bill generated and was mailed to you for a total amount of $Your payment of the $was the last payment that we have received on 3/2/So unfortunately you still owe the $311.75that was actually due 3/13/and the current bill of $which is due 4/14/You will need to pay the total of the $by 4/14/in order to bring your account to current If you still require assistance, please contact me upon receipt of this correspondence by calling 1- 800-303-at ext between the hours of Bam - 4:30pm Monday through FridayIf I do not hear from you, I will consider your inquiry has been resolved Sincerely,Jennifer Customer Satisfaction & Regulatory Compliance

This letter is follow up to our phone conversation on 9/29/regarding concerns of payments being made to your account via online with National GridUpon review of your account, the two payments made on 9/17/via the website were processed thru Western UnionWestern Union provides customers the ability to make credit card, debit card and bank account payments toward their National Grid accountsAssociated convenience fees are assessed by and paid directly to Western Union Speedpay by customers who use their serviceUnfortunately, a customer's account does not reflect a Western Union payment until the actual payment posts to the accountFor our customer convenience, you can also submit bank account payments via the National Grid online payment process at no costMaking the payment thru National Grid's online payment process the account is automatically noted that the customer made the payment and the customer also receives an email back confirming the online paymentWhen a customer makes an online payment onto their account via National Grid's website payment options it fully states the following information; [redacted] Payment may be cancelled up to 1:59pm EST on the date the payment is made [redacted] Payments made after 2pm EST can be cancelled up to 1:59pm next dayIf cancellation of payment falls outside the cancellation perimeter the payment would proceed to be processed, and credit the customer's account I hope this brings further understanding to your National Grid online payment processing concernsIf you have any further questions or concerns regarding online processes you can always email us at Contact Us onlineThe webmaster will review your concerns and contact you backIf I can be of any further assistance, please feel free to contact me at I -800-303-0568, extension [redacted] Sincerely, National Grid Customer Satisfaction & Regulatory Compliance

[redacted] , Here is the closing for this Revdex.com Complaint # [redacted] I faxed it but I assume you did not receive itI spoke to [redacted] and advised her I was having the meter tested to prove that nothing is wrong with the meter or her usageAlso explained that this heating season was sub zero temp's for months in a rowCustomer also told me she has a water heater for her horseThis also could be the higher electric usage due to winterSatisfied with us testing meterSincerely, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I will get everything together and forward it to you, but I just want you to be aware that since National Grid received my complaint, they have rescinded my deferred payment agreement even though I paid the requested amount and sent in the executed agreement I contacted them and asked them why and they are not even responding to me Regards, [redacted] ***

Attached is the conversation I had this morning with Ms***Confirmed with Ms [redacted] that we have no record of her requesting the service disconnected out of her nameAdvised she did call back in December of and was advised of her options but did not request the services disconnected so she remains responsible She requested the service disconnected currently and I issued for tomorrow 6/1/Advised her she may want to make her ex aware and then he can go thru the process of assuming the billAdvised her if he does not assume she remains responsible Advised she will receive a final bill and can then file civil matter between the of themMs [redacted] understands and is satisfiedLet me know if you need anything further Thank youJennifer Z***Customer Satisfaction & Regulatory ComplianceNational GridErie Blvd W., C-3Syracuse, NY

Dear Ms [redacted] :On June 30th I received your concerns which you had pertaining to your call made by you to our Collections DepartmentI am sorry to hear that your experience was unsatisfactoryAs I advised in our conversation on July 7th, your payment of $was returned on 7/2/and the payment arrangement is not activeYou will need to contact collections as soon as possible to make that paymentYour account is in danger of being shut offI apologize that you were treated rudely by our Collections Service SupervisorAlthough our representatives do have certain statistics to maintain, we still consider excellent customer service to be our top priority.Thank you for expressing your concerns and for providing us with valuable feedbackPlease be assured that we will make every effort to rectify these problemsIf you have any further questions or concerns, or if I can be of any further assistance, please feel free to contact me at ###-###-####, extension ***.Sincerely,JenniferCustomer Satisfaction and Regulatory Compliance

I tried to contact customer and will send letter, It appears the issue of the disconnect notice, was only a notice, Customer has talked to our commercial billing department and deposit payment made, I'll try customer again and send letterThank you Sincerely Mark

A review of the referenced customer's account l found the following:The customer has been in arrears since August by either not paying the bill in full or paying the bill late.National Grid has several programs to help our customers with high winter bills and/or deferred payment agreements to help manage the billingI do not find where the customer was on a budget in the winter months to help with her high billsShe was on an agreement in April of but defaultedShe was placed back on the agreement in April but again defaulted.The customer indicated she was not eligible for any assistance, which would indicate she did make contact with her local HEAP department but was denied due to her income.In order for a customer to qualify for the Elderly Blind and Disabled (EBD) program, everyone in the household needs to be either elderly, visually impaired, disabled or a minorThe customer was advised she did not qualify for that programThis program does not have a discount attached to the programIt allows a hour notice to be given to the customer prior to any termination of the service.The customer received a notice on 5/12/indicating because she was in arrears she would be reported to the credit bureau if the arrears were not paidAt the time of the notice her arrears were $and a current bill of $Due date for the current bill was 5/19/15.The meter was read again on 5/8/The arrears at the time were $and current bill $to total $Due date for the current bill was 6/6/15.The customer received a notice on 5/19/that she was reported to the credit bureau because her arrears were not paid in full.The meter was read again on 6/9/The arrears at that time were $and the current bill was $to total $Due date for the current bill was 7/8/15.The customer made payments after the 5/19/notice as follows: $5/28/15, $6/25/15, $7/6/15.The meter was read again on 7/10/No arrears at this timeCurrent bill of $due 8/7/was the only amount due and is the reason the customer was advised that an agreement would not be set up as she was no longer in arrears.The customer indicated on 7/8/that she checked her credit and was advised she was reportedNational Grid will report that the customer is no longer in arrears as long as she makes her current payment by 8/7/Reporting is done monthly.I understand that the customer was upset when speaking to our collections department and our customer service departmentIt was noted that the conversation with customer service did not go well.This last winter was very cold and many of our customers struggled with paying the high winter billsMany opted to enter into the budget programPerhaps this would help the customer with her winter bills for this following winterShe can call our customer service center and apply for the budgetAs long as her bill is current she will be able to be placed on a budget.If you have any further questions or concerns, or if I can be of any further assistance, please feel free to contact me at ###-###-####, extension ***Sincerely,RheaCustomer Policy & Satisfaction

I tried calling [redacted] again and still not a working number I mailed another no contact letter with a statement from both accounts reflecting debits/credits being applied to the final account for Apt and for the current account for Apt I explained all in my original letter so there is nothing further to offer besides the statement since I included copies of bills in the last response to explain the full HEAP payment being applied to balance at Apt See attached Jennifer [redacted] Customer Satisfaction & Regulatory Compliance

Unfortunately, it appears that this matter needs to be reopened I am still receiving mail from a collection agency - Credit Protection Association, L.P., with threats of jeopardizing my credit standing I would appreciate if you would contact National Grid again since they have failed to address this issue Thank you for your assistance [redacted]

This letter is in response to case # [redacted] filed with the Revdex.com, Inc by Mrs [redacted] [redacted] [redacted] account was removed from any collections activity associated to his accountI have contacted Mrs [redacted] to advise [redacted] account has been closed in good standing with National Grid, and apologize for any and all inconvenience this caused during such a difficult timeService is active and will remain under Mrs [redacted] name, account number ***-***.Sincerely,Customer Satisfaction & Regulatory ComplianceNational Grid

Customer did not like that she was informed of past due amount and not the current billWhen she called back days later to pay past due, the current bill was past due I explained collections will only try to collect what is past due at the time, I removed late payment charges as a courtesy and filed a complaint on procedure to our complaint department Sincerely Mark S [redacted]