National Grid

Revdex.com closing for #***This is related to the issues that we were having on *** *** *** *** ***. The recloser that protects this area malfunctioned and was opening without commands from its controls. This recloser has been removed and a new one is currently being
designed. No new events have been recorded since this recloser was removedAlso, the URD that serves this customer experienced separate interruptions. The cause for the first event could not be found. The second event was a failed bushing on a submersible transformer. The first event could also have been due to this bushing, but it had not yet completely failed. This problem has been corrected. John *** Lead Electrical Engineer

This customer had service with National Grid at *** *** ** *** *** ** *** from 4/6/to 9/21/15. This customer was mailed a payment agreement on 9/14/and a disconnect notice was mailed on 9/16/15.Customer did not call National gird to disconnect the service until 9/21/when they made a payment by phone to collection service of $and they were transferred to customer service to place the disconnectThe account did final on 9/21/15. National Grid did not receive a phone call to disconnect the service prior to 9/21/Nothing more can be doneSee attached statementThanks! *** see attached

It's a matter of securityWhat prevents anyone from trying to establish an account in a home such as mine, whether it's a mistake or a prankIt is costly and unsettling for the homeownerI am that homeownerNational Grid refuses to take any responsibility, so if they can't change their policy, a
refund of $would satisfy meI atleast put that much time into this issue and had my nerves upsetI wasn't going to ask for it but since they can't change policy, a monetary gift will have to sufficeThank you very much for your prompt action in this matter

Good Morning, Please be advised that the mixed meter issue has been corrected and, the customer has been sent a corrected bill. Please let me know if you need any additional information. Thank you

Our records indicate that since contacting the Revdex.com, customer's service has been restored (08/08/16) and account has been set up on a payment agreement. Thank you

This letter is in response to ID #*** filed with the Revdex.com, Inc by *** *** in regards to his stopped meter back billing. A service representative confirmed that the gas meter had stopped registering usage and changed the meter on 1/11/As stated in the letter to
Mr***, he was billed an estimate of ccf or $for a stopped gas meter between the time period of 06/01/15-12/29/The estimated consumptions were based on his actual consumption history and current degree-day information as in accordance with the Public Service Commission RegulationsNational Grid also reduces the calculated use by 15% to take into account any changes or conservation acts customer may have taken. Review of Mr*** account after gas meter change, on 1/11/did reflect gas use was continued to be usedDaily usage does also fall in line with the corrected estimated usageNational Grid follows the regulations as set forth by the New York State Public Service Commission through the Home Energy Fair Practices Act (HEFPA)HEFPA specifically outlines when and how a customer may be back-billed for serviceA complete listing of the HEFPA regulations can be found on the NYS Public Service Commission’s website at www.dps.state.ny.usRegulation #(a-e) pertains to the back-billing of residential accounts. Sincerely, Barbara Customer Satisfaction & Regulatory Compliance

The gas service was turned on and lit on 11/11/@ 1:45pm once all the repairs were madeThe customer called in order to have the gas service re-lit @ 4:57pm on 11/10/The Flue was rotted and the chimney had a hole in itBoth are safety issues. Greg

*** *** did contact National Grid's collection department and the service was turned back on in his nameThe service was restored on 4/22/Customer is Satisfied. Thanks! ***

Beth, I confirmed with, *** ***, secondary on the account that the original $was a down payment for an agreement back on 6/27/that was offered to them. They made the payment of the $but we never received the agreement back signed so the account remained in
collection activity. The service was shut off for nonpayment on 8/4/16. They were offered to turn the service back on with a down payment of $and a new signed agreement of current + $We received the proof of payment and the signed agreement to cut in the service. At that point the agreement should have been established and it was not. So there was another standard agreement that was sentAdvised her we would honor to activate the agreement on record. She states they can't afford current + $190.50. Collections already completed a financial statement with them on 8/30/and it reflected negative cash flow so they were advised to provide proof of their financials in order to be eligible for a smaller agreement. *** states she is sending in todayAdvised her I would credit the late fee of $due to original agreement not being established but would need to continue to work with collections regarding the minimum agreement*** understands and is satisfied. Let me know if you need anything further. Jennifer Z***Customer Satisfaction & Regulatory ComplianceNational GridErie BlvdWSyracuse, NY 132021-800-303-ext ***

This is in response to the letter submitted by *** *** to the Revdex.com, Inc, ID number *** concerning the collection process of reporting to a credit bureau, and National Grid's compliance with the Fair Credit Reporting ActThe Fair Credit Reporting Act is a federal law
which requires National Grid to report to the credit report the account monthly until the past due balance is paid in full, even if the account is put on apayment agreement or established on a collection arrangementOnce an account is paid in full, the Credit bureau is also notified the arrears balance is satisfiedAlthough a payment agreement is effective to protect electric and or gas service at a home from disconnection for non-payment, it does not remove an account from collection statusSincerely, National Grid Customer Satisfaction & Regulatory Compliance

Just wanted to update you on the above referenced complaint. I got the copy of the back of his check & our payment processing dept has credited the 2500.00. I called and spoke to him & advised current balance is but a new bill to generate 7/7/so he'll need to call collections to make a payment arrangement. Any further questions let me know. Thanks Jennifer ***Customer Satisfaction & Regulatory Compliance

the business respond trough the better business bearu that they will provide me with a date when I will get connection that date that they promise me that they will provide me with a date was suppose to be sometime since last week, today is Friday its the end of this week I still have not receive a response as to when im going to get connectionim just not getting any response as to when im going to get connectionnational grid is the worst business ever, god help me to,put up with these people, this is the worst business I guess on the face of this earth , its been months now since I applied for gas and until this date I cant get a response as to when my connection will be done, its sad to know that business are out there like this one and no one do any thing about it, where customer are suffering and cant be provided a service for which they will pay for and treated like beggarsI tried to call alex in the gas department at phone number *** *** *** who is responsible the work order number ***I have left so much message like every other day to call me back, not until this date have I ever receive a call back as to when I will get connectionim just tired and exhausted, this is just disgusting I just explain my self more than this right now

I tried calling ###-###-#### three different time and left messages for *** ***He is not listed on the account so I cannot speak with him*** *** is on the account as a secondaryService was shut off for nonpayment 7/*** called in and paid $and the cut in was issued
same day at 3:16pm. Service was cut in 7/at 10:33am within the hour and the account is on active negotiated payment arrangement of current + $Mailed a letter advising. See attachedLet me know if you need anything furtherJennifer ZCustomer Satisfaction & Regulatory Compliance National Grid

***, This is a charged complaint with the PSC, our regulatorThe customer will need to wait for the PSC determination which could take monthsRight now National Grid’s hands are tied until the PSC makes a rulingThis is the problem when the customer uses multiple forums……Greg Gregory *** Senior Supervisor - Customer Satisfaction & Regulatory Compliance

On Thursday January 8, *** *** called National Grid and requested the service to be disconnected on Friday January 9, Instructions for access provided by the customer were that access to the meters would be through the *** ***Upon arrival our
service representative was unable to gain access as the business was closed.It is the customer's responsibility to insure National Grid has full access to any meter in order to perform the requested taskNational Grid will continue to bill a customer until such time as the request can be completedNational Grid does not call a customer when access was not provided.The customer provided an email to National Grid and the account was set up for notifications of billings to be sen to the email address of ***The customer received notification that their bill was ready for review on 2/4/15, 3/5/15, 4/6/15, 5/5/15, 6/4/15, 7/6/and 8/4/All dates were after the requested disconnect date.In addition to the notification of the bills the customer was mailed collection notices to the mailing address on file on 2/2/15, 2/9/15, 3/2/15, 3/31/15, 5/4/15, 6/1/15, 6/30/and 8/3/15.On 5/14/the Postal Service notified National Grid of an address change for the customer to be *** ** *** ** *** ** *** ** ***So any notification after that date would have been mailed to the new address.National Grid sent ample notifications in reference to any bills being issued and any collection noticesThere were several attempts to make contact with the customer by our Collections Department by phone also but were unsuccessful in reaching *** ***.Mr*** does not have an active service in his name with National Grid and unfortunately he is not qualified for any payment agreement as this is a final billing and agreements are not made on any final billing.Had Mr*** made contact with National Grid when he received notification of a bill rendered in February or any other month he received notification an order would have been issued to have the service terminated, as it was done in August when he made contact with National Grid.A final bill of $was rendered on 8/6/to the customer and is due in fullUnfortunately Mr*** is responsible for the bill.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

In regards to Revdex.com Complaint #*** *** address was shut for nonpayment on 6/13/17, our regular meter read on 6/26/showed the meter progressed (indicating usage on meter) and a report kicked out, We then sent someone back on 7/11/and someone turned the meter back on themselves, which is
illegal and dangerous, As per NYS HEFPA regulations we are required to remove meter that was tampered with and homeowner is then required to have meter pan inspected in order to insure not damage was done during illegal turning on of meter(this protects homeowner and everyone involved) again a NYS safety regulation, customer did then call in a payment on 7/11/at 5:pm at which time was notified of needed inspectionThe inspection was called in 7/the reconnect order was issued 7/12/at 2:pm ,starting the 24hrs, we reconnected 7/at 6:pm, per NYS HEFPA regulations and rules section A-we credited the customer $for missing the 24hrsI hope this helps answer the questions on Revdex.com Complaint #***Thank you, Mark BCustomer Satisfaction & Regulatory Compliance National Grid

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf however they do not come through Tuesday with the job as they are telling us they will I will be filing another complaint this seems to be the only route I took that I actually got some help on this issue! Regards,
*** ***

Hi ***, The customer paid the full balance and was reconnected 8/24/16, Although the company was in it's legal collection rights under State Tariffs after an agreement was broken, I personally(with the authority) would have
overrode the system and accepted 50% in this case and on a case by case basis, as a courtesy after researching customer payment history and that a representative misquoted amount to be paid to restore service. Thank YouSincerelyMark

The complaint here was resolvedThe customer has to allow days for it to disappear from her credit reportIf there is a problem she may contact the collection agency for further assistance.Dawn R*** Customer Satisfaction & Regulatory Compliance.National Grid

Hi ***,Called Ms*** at *** today due to receiving Revdex.com email that she was not satisfiedI left a message @ 9:22am advising that cut in was issued 6/@ 5:50pm after received proof of his payment for $441.30. Advised we have hours to complete and her main breaker needs to be offAdvised any further concerns to contact me back