National Grid

In regards to Revdex.com *** , the order to connect service was scheduled the morning 12/29/between 8am-10am, explained to customer, per HEFPA Tariff -#4, we are allowed business days from date of request to schedule connect and the customer called on 12/to place connect, I gave customer my direct phone number in case there were any delays in their order and I did follow the order that morning until it was completed in the 2hr timeframe, as this was also a Public Service Commission complaint also assigned to meI hope this helps resolve the issue and answer the questions and complaint.Thank you, Mark Mark S*Customer Satisfaction & Regulatory Compliance National Grid

I called Ms*** on 1/22/@ 11:43am at ###-###-#### and the phone states not available and unable to leave a message. I called ###-###-#### listed on the account and it was not in serviceThe total amount owing is $Defaulted minimum payment arrangement 12/26/17. There
was a data repair problem on her account that was run on 01/19/18. Ms*** still owes the $from 1/19/and should seek Emergency HEAP. Today I called ###-###-#### again and still states not available & unable to leave a message. I mailed a no contact letter advising I activated the minimum agreement as a courtesy due to the data repair problem and for her to pay the $that was due 1/19/and her next bill to reflect being back on the minimum payment arrangementLet me know if you need anything furtherJennifer Z*** Customer Satisfaction & Regulatory Compliance National Grid ###-###-####

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Nationalgrid is missing the point I was never informed when I switched the billing into my name that it would close out the old account and start a new one They say they tape conversations, maybe they should listen to mine and see if the attendant ever informed me of that! The only reason why I assumed responsibility of the old amount was because that's what Nationalgrid told me I had to do I was never given the opportunity to transfer this amount over to the new account Like I said before, I never even new they closed out the old account I thought I was still paying for the old bill when it was in my husbands name and I even called National grid and the lady I spoke with said I was all paid up I think the service is so screwed up at Nationalgrid and obviously it's all about the money with this company and they don't give a st about the bottom line As soon as I can, I will be getting solar power so I don't have to pay these aes anymore then I have to!! Regards, *** ***

When customer transferred to new address, the last amount on the old account transfers over to new address, then the customer’s first bill was not on a budget plan, I left message for customer to please return my call, I will make sure customer understands oh the budget plan works and has my desk
phone number in case they have any further issues or confusion, Also as a courtesy I am crediting the customer account $customer service guarantee for numerous calls made. Mark SB***Customer Satisfaction & Regulatory Compliance

I was not sure how to follow-up regarding a complaint, but I wanted to advise the Revdex.com that my complaint has been settled with the company in question (National Grid). I also filed a complaint with the New York State Public Services Commission, and they were able to reach out to National Grid and...

solve the matter almost immediately.  I would, however, contend that National Grid is a monopoly, and that they treat their customers with all the care that the privilege of a monopoly endows: Like garbage; without fear of retribution or loss of business. It might behoove the Revdex.com to pursue accountability measures for National Grid.  Thank you for your hard work on behalf of customers --  [redacted]

I called and left a detailed message also leaving my direct phone number if needed. I advised him I gave him an extension to pay the $43.77 (restore amount) due by 10/14. The current bill of $91.39 is due on 10/20/16.  Closing Revdex.com case as satisfied.

I researched the above customers account and found that her service was turned on within 24 hours after she provided a signed payment agreement. I also found the following:National Grid is only obligated to offer 1 minimum payment agreement. The agreement consists of the customer making a $10.00...

payment each month along with their current bill. Ms [redacted] had already been on a minimum agreement and defaulted in August 2014. Ms [redacted] was sent an offer to restore her agreement each month but declined. Her statements each month would have indicated she was behind in her bill and was no longer on an agreement. She continued to make random payments but never agreed to enter into another agreement in order to keep her service from being terminated. At the time her service was terminated she owed $6667.99.Ms [redacted] was granted another minimum agreement as a courtesy. She had made a payment of $260.00 on 4/27/15 and that was used as a down payment. The agreement was sent to her via her email. She was to sign the agreement and return it to National Grid.National Grid did not receive the signed agreement during business hours on 5/1/15 and the agreement was processed the next morning on 5/2/15 at 8:35am. The customer's service was restored that same day at 10:55am. National Grid has up to 24 hours to restore service once all obligations are met.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 [redacted].Sincerely,[redacted]Customer Policy & Satisfaction

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 payment request is unreasonable, they wanted $1300 as a down payment, then an additional $800 a month on top of what bill would cost per month ,and still had no remorse for the fact my daughter,needing to be on a c-pap at night and my wife being on oxygen concentrater      Regards, [redacted]

Good Morning: Our records indicate that the inspection issue has been resolved and, the service is now in the customer’s name. If you require further assistance, please contact me at ###-###-#### Ext-[redacted] Teresa A. H[redacted]Customer Satisfaction & Regulatory ComplianceNational...

Grid300 Erie Blvd WestSyracuse NY 13202###-###-####

I will take service reinstated that is good enough.

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.  [redacted] has failed to provide any meaning information. She has not addressed the complaint, nor provided any relevant or disputed information. 1) A phone call was made prior to 9/1/15 requested the electricity be shut off on 9/1/15. It was on 9/21/15 that I learned to my surprise it was not shut off and requested it be shut off again. If [redacted] had pulled the tape, she would have been able to hear my surprise when I learned it was still active and in our name. I can't say what happened on the previous telephone whether the confirmation of the request didn't go through, it was done to the wrong account, or other similar clerical or system error. But having lived in western MA in 2008, when many National Grid customers went weeks without power I find it hard to believe their backend system is error proof. 2) The second issue [redacted] failed to address was the fact when we canceled it on 9/21/15 the lady who helped us informed us if we fill out this paperwork, there would be no problem and this bill we be excused. This expectation was not met as promised. 3) Lastly [redacted] failed to address the concern that during a good faith effort to address this internal National Grid they abused their ability to report on people's credit and had no intention to conduct a fair investigation to determine what happened. Continued failure to respond to these issues will lead to a complaint and hearing request placed with Department of Public Service in Albany.   Regards,  [redacted]

I contacted Mrs. [redacted] this morning and confirmed with her the following: Confirmed with Mrs. [redacted] that we reviewed their Revdex.com complaint and have processed their request for the $1500.00 refund check.  Advised it has been processed and they should have within 10-14 days.  Advised any...

further questions to contact me back.  Mrs. [redacted] was satisfied. Please let me know if you need anything further.  Jennifer [redacted]Customer Satisfaction & Regulatory Compliance National Grid

The customer's account has been placed on a 30 day medical emergency hold.  I contacted the customer and offered a minimum payment agreement.  I advised her to sign and return the agreement by 12/06/16 and, her next payment will be due in January. The customer is satisfied. If...

you require additional information, you may contact me at ###-###-#### x-[redacted]. Thank you

National Grid extends 25 days for any customer to receive their monthly billing statement and submit payment. Any customer who is unable to make full payment of monthly billing and reflects arrears with National Grid may be eligible for payment arrangements. A payment agreement allows 10 days for customer to receive agreement regarding terms of installments on outstanding balance via mail, fax, or email. Each customer must sign and returnwith required down payment to activate. If the required payment agreement is not complete, the agreement will not activate and account will remain in collections status. Mr. [redacted] account fell into collections. A payment agreement was offered on 11/19/15. Returned signed agreement and down payment $65.50 were both required by 12/3/15. Mr. [redacted] down payment of$65.50 was received on 12/2/16. However the signed agreement was not received until12/16/15. Although signed agreement was received past the required date. National Grid upheldand activated the payment arrangements. All billings and payment agreements are issued through the mail. Unless alternative option of fax, email are requested by customer. Mr. [redacted] billings are issued monthly after the meter reading, and each bill has provided the allotted 25days to make payment.  Sincerely, Barbara Customer Satisfaction & Regulatory Compliance

I spoke to Mr. [redacted] and advised him that National Grid will not remove anything from the credit bureau being reported. I advised him now that he paid the account in full on 9/15/15, the credit bureau is updated every 30 days and will also reflect that his debt is satisfied. Customer still not happy with this answer. He also has been reported to the credit bureau since 2011 and we are not able to remove this.

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 was told that a $25 credit would show on my next bill. A $46 charge was added to my account to restore services. National Grid does not deny that I was told different things by different employees. I do not feel a $25 credit resolves the issue when there is not any other option for electrical services so National Grid is allowed to do what they want. The representatives clearly need a lesson in customer service.  Regards,  [redacted]

Discussed with Ms. [redacted] her concerns of getting service in her name and the frustration with numerous representatives and being advised incorrectly. Confirmed that we did end up doing same day service and she said only because the last person understood all that was done incorrectly and did as...

courtesy.  Advised I would also provide a $25.00 service guarantee for the number of times she had to call in order to get the connect completed.  Ms. [redacted] understands and is satisfied. Let me know if you need anything further. Jennifer Z[redacted] Customer Satisfaction & Regulatory Compliance National Grid 300 Erie Blvd. W Syracuse, NY 13202

Mrs. [redacted] provided a resubmission regarding the rebate for the updated invoice on March 24th but the required BTUs were still missing. Review finds that they provided the BTUs over the phone on April 12th which was the last information required however the programmable thermostats no longer...

qualify after March. Mrs. [redacted] was contacted and advised the amount of the rebate will be sent to her as an exception and to allow 1-2 weeks to receive check. If I can be of further assistance please let me know.  Thank you,  Barbara [redacted]   Customer Satisfaction & Regulatory Compliance National Grid

Hi [redacted], I spoke to Ms. [redacted] and the total amount owing $1113.90.  Ms. [redacted] just requested service disconnected at account #[redacted] for that final balance and service was established at account # [redacted].  The final balance of $1113.90 was transferred.  Ms. [redacted] had...

a minimum payment arrangement at that prior account and was behind on the payments.  Ms. [redacted] spoke to a representative on 9/7/17 and was advised on that day $185.65 was needed to restore the agreement and a current bill of $174.46 would be due 9/15.  That is for a total owing of $360.11 and then the final bill at that address has current charges for $132.07 which makes up the total required for the new minimum at her new address to be $492.18 and a supervisor advised her she’d have until 10/20/17 to pay that since that is the next time we read her meter and generate a bill at her new address.  Ms. [redacted] states with the confusion of the 9/7/17 collection call she cannot pay the $492.18 but can pay $200.00 advised and one time courtesy we would accept the $200.00 down with a new signed minimum agreement for that address.  She provided email [redacted].  Advised to sign and return and she states she will call Friday and pay collections over the phone.  Ms. [redacted] is satisfied.  Let me know if you need anything further.  Thank you  Jennifer Z[redacted]Customer Satisfaction & Regulatory ComplianceNational Grid300 Erie Blvd W., C-3Syracuse, NY 13202

This is in response to the letter submitted by [redacted] to the Revdex.com, Inc, ID number [redacted] concerning her disconnect notice received from National Grid. I have spoken with Mrs. [redacted] and have offered payment arrangements on the accounts outstanding balance. Per our...

conversation she understands she will need to sign and return the payment agreement offered. This will protect Mrs. [redacted] service and provide monthly installments on the overdue balance.   Mrs. [redacted] agreed that she was satisfied with the resolution of her concerns. If I can be of further assistance, please contact me at [redacted]  Sincerely,  Barbara