National Grid

Dear Ms. [redacted]This letter is follow up to your contact with the Revdex.com regarding your service being shut off for nonpayment and you paying the past due bill of $439.75.  I tried reaching you on the phone number you provided and we were unable to speak.  Upon review of your...

account, your service was shut off for nonpayment on 5/17/16 @ 2:21pm.  You contacted us at 4:02pm and paid the $439.75 and a cut in order was issued.  Service came out to the location and there was a load on the meter.  Due to safety concerns service can not turn on service.  You contacted us on 5/18/16 @ 3:54pm and a new cut in order was issued.  Your 24 hours does begin again at that point.  We completed the cut in on 5/19/16 @ 10:10am within the 24 hour time frame. Your account is current and the balance of $129.88 is due by 6/17/16.    If I can be of any further assistance please contact me back directly at 1-800-303-0568 ext 7063 M-F 8-4:30. If I do not hear from you, I will consider your inquiry has been resolved.  Sincerely,  Jennifer National Grid

I tried to call customer, not accepting calls at this time and was now able to leave message to please return my call or will mail letter   Per HEFPA tariff's (section 11.3) National Grid cannot deny Residential Service to an individual who meets basic requirements and residence requested meets basic criteria, Tenants move in and out of units all the time, the tariff recognizes contacting each owner every time is not feasible. It's an unfortunate situation here but National Grid is not at fault.   May I also suggest Customer looks at our Leave on for Landlord program, to possibly avoid this situation in the future.  Sincerely  Mark S. [redacted]

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

I have attached a copy of the letter that was mailed to [redacted] on June 11, 2015 from a representative in our Customer Satisfaction & Regulatory Compliance group. In the letter it explains what occurred and why the service was terminated for lack of payment. Mr. [redacted] has not attempted...

to make the payment required in order for the service to be established back in his name. As of 6/8/15 the service was placed in a new customers name and is active. If you have any further questions or concerns, or if I can be of any further assistance, please fell free to contact me Monday through Friday at ###-###-####, extension [redacted].Sincerely,RheaCustomer Satisfaction and Regulatory Compliance

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

Thanks[redacted]

This is in reference to your recent inquiry to the Revdex.com regarding a request to correct your credit report.  It is considered a violation of federal law under the Fair Credit Reporting Act for National Grid to retract accurate information from a credit file.  The...

information we provided was accurate because, at the time of reporting, you did have a past due balance. Your payment in the amount of $112.46 was received on 06/08/16 and, the total balance owing on your account at this time is zero.  Per the Fair Credit Reporting Act, once the company reports a delinquent account to the Credit Bureau, we must continue to report the account monthly until the past due balance is paid in full.  Reporting routinely takes place when an account has been between 90 and 120 days of arrears.  If a customer goes on a payment agreement, it is noted on the customer’s credit report that they are on a payment plan.  Once the account is current, it takes between 30 and 90 days for your credit report to update.  They may not update their records for 30 or more days.  The balance will continue to show on your credit report for several years that you owed this money and it is now paid in full.   If you have additional questions regarding your credit file, please contact Experian on the National Grid dedicated line at 1-877-456-0436.  I hope this will bring resolve to your concerns and, if I can be of any further assistance, please contact me at [redacted] ext 7256.  Sincerely,   Teresa  National Grid  Customer Satisfaction & Regulatory Compliance

Attached is the conversation I had this morning with Ms. [redacted]. Confirmed with Ms. [redacted] that we have no record of her requesting the service disconnected out of her name. Advised she did call back in December of 2016 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 6/1/17. Advised her she may want to make her ex aware and then he can go thru the process of assuming the bill. Advised her if he does not assume she remains responsible.  Advised she will receive a final bill and can then file civil matter between the 2 of them. Ms. [redacted] understands and 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 your complaint sent to the Revdex.com regarding National Grid’s automatic bill reminder phone call. I want to advise you that National Grid has thousands of customers and our automated telephone system is programed to call customers to remind them that their bill is due, this we cannot make changes to remove your account for this to not happen again. The phone call is not illegal or National Grid would not be doing it. The web payment you made to National Grid on 12/29/17, this was also the due date on the amount due of $63.56. Since you made the payment on the afternoon of the due date, this payment would post on the next business day. Also, 12/29/17 was a Friday and 1/2/18 was Tuesday, the next business day because of the holiday, New Year’s Day.   Your payment did post on 1/2/18. I do apologize for the inconvenience and I hope you know and understand that it is not a negative phone call but a reminder. Anyone you talk to at National Grid can see your payment history and know you are not a late paying customer. I hope this information is helpful to you.  If you need further assistance, please feel free to call me at 1-800-303-0568 extension [redacted]. I can be reached Monday – Friday 8:00 a.m. to 4:00 p.m. Sincerely, Karen    Customer Satisfaction & Regulatory Compliance

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 1-4...

hours which is the normal 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 call. I 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 4 digits of the account holder ([redacted]) social security number, there are other ways to obtain verification. In 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 $199.56 was posted to the account on 11/29/16 and, I have also removed the late charges in the amount of $1.48.  There is currently a zero balance on the account. Please let me know if any additional information is required. Thank You

On August 31st I received your concerns, which you had pertaining to your call made by you to our Collections Department, from the Revdex.com. I am sorry to hear that your experience was unsatisfactory. As I advised you September 1st, the LICAP agreement is active. A new...

bill will generate with the 9/9/15 meter reading and the LICAP payment of $99.00 will be due some time around 10/3/15. A $60.00 credit was also applied to the account due to the payments you made in May and July. The account would have been eligible for a $30.00 credit each time the payment posted if the account had been established on the LICAP program in April properly. I apologize that you were treated rudely by our Collections Service Supervisor. Although our representatives do have certain statistics to maintain, we still consider excellent customer service to be our top priority. If you have any further questions or concerns, or if I can be of any further assistance, please feel free to contact me at [redacted].Sincerely,JenniferCustomer Satisfaction and 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 below. I did not touch the meter and stole no services. I acted quickly to restore the payment arrangements as I said I would. When the technician finally arrived at 3:19pm on Thursday October 27th, she made a remark to my son that she “bet he wouldn’t run cords from the basement again.” When he told her we had not run any cords, she responded “well, you shouldn’t have touched the meter then.” Neither National Grid not the technician who finally arrived had any indication that anyone in my household had attempted to restore service and the technician’s comments to my son were an indication that National Grid’s outrageous delay in restoring service was punitive and had nothing to do with any emergency that actually prevented a technician from coming to restore service. The order to restore should have been completed expeditiously. I suspected the lack of urgency was somehow punitive in an effort to “teach a lesson” and the comments of the technician confirmed that suspicion for me. This conduct from a company that makes it impossible for consumers to take their business elsewhere if outrageous. A $25 credit on my bill is little consolation. I invite Karen from National Grid to turn her power off for 36 hours and accept $25 dollars as some sort of reconciliation. I am not satisfied with the tone of the response or the solution from National Grid.  Regards,  [redacted]

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]

Good Morning, I attempted to contact Mr. [redacted] a 3rd time and the number provided has been disconnected.  Therefore, I have sent him a letter, a copy of which I have attached for your review. If you require any additional information, please feel free to contact me at ###-###-####...

x-[redacted]. Thank you[redacted]April 25, 2017         Dear [redacted] J [redacted] IV:I have tried to contact you by phone regarding your call to the Revdex.com and have been unsuccessful in reaching you. Our records indicate that your service remains disconnected due to nonpayment.  You would need to contact our Collections Department at ###-###-#### and complete a financial statement to determine your qualifications for a payment agreement.If I can be of further assistance please contact me at ###-###-####. If I am not available please leave a message as to the best time I can contact you. Sincerely, National GridCustomer Satisfaction & Regulatory Compliance

Greg left a message for Revdex.com on 8/31. He stated that the information cannot be found after checking with multiple resources. In order to really search this, the social security is number is needed.

Consumer filed duplicate complaint with new desired outcome:Desired Resolution: Contact by the business select Desired Outcome: I expect an apology, and confirmation that this will NOT happen again. ON Tuesday, January 2nd I had received a robocall ( ROBO CALLS ARE
ILLEGAL IN NYS)...

from National Grid stating that they were the
collections dept and calling about my past due bill. I called back to
find out that they had me in collections on a bill that had already been
paid 4 days earlier (before / on the due date). When I called I was
transferred to different depts as I demanded to speak to a manager /
supervisor due to the fact I AM NEVER LATE ON MY BILL! and was
unsuccessfully transferred to a NON-ENGLISH speaking person in a dept
that had nothing to do with the collections. "Customer Service Rep"
after customer service rep knew NOTHING as to why I even called, they
could not even advise me as to why I was put in collections. National
Grid really should pull the calls from recordings and take a look at
what awful service the provided me.

Please see attached for additional information.This letter is in reply to the letter sent to the Revdex.com in reference to this customer's old account and current account.The customer has an old account for the same address under [redacted] The service under this account number was from 8/27/08-6/30/10. A final bill was issued in the amount of $612.35. The customer paid the bill in full in 3 payments. 7/3/10-$18.01, 7/20/10-$48.01, 7/26/10-$546.33.A new account was established of [redacted] on 7/23/10. This account was placed on the Budget Billing plan on 5/29/15.The customer indicated he continues to see the old account on the Website when he signs in to pay a bill. Until the customer removes that old account it will continue to show. I made contact with our Web group and requested that be removed as it appears the customer may not have been aware he could do that. He also asked for a letter of credit indicating the bill is paid.All payments the customer indicated he has paid did post to his account with the exception of one payment amount and are as follows:5/28/15 $3.005/25/15 $13.005/14/15 $33.005/28/15 $71.505/29/15 $40.00 Customer indicates he paid $42.00 but he appears to be adding the Western Union Fee of $2.00 and is why he states he paid $42.00.The last bill issued was from April 30-June 1, 2015. The budget currently is $49.00. The customer over paid when he made the payment of $71.50 as he only owed $71.40. This created a $.10 credit. He then made a payment of $40.00 which created another credit to total $40.10. His next budget bill of $49.00 was processed and deducted from the total credit on the account, leaving a balance due of $8.90 due 6/28/15.If the customer feels he paid $42.00 on 5/29/15 he will need to provide his proof of that payment amount.I have enclosed a statement for his current account along with the letter of credit the customer requested for his old account number.If I can be of any further assistance, please feel free to contact me Monday through Friday from 8am-4:30pm at ###-###-####, extension 7104.Sincerely,[redacted]Customer Service RepresentativeCustomer Policy & SatisfactionEnc.

Hi [redacted] I confirmed with Ms. [redacted] that $1097.11 is the total amount owing. Defaulted a negotiated payment arrangement on 4/25/16. No updated financial statement on record. Needs $802.09 to reconnect. Ms. [redacted]'s last payment was 5/19/16. No HEAP assistance. Advised her we would accept a...

payment of $441.30 to restore the agreement on record and turn her service back on. States she will pay online and call collections back with confirmation to have the cut in issued. Advised 24 hour rule and main breaker to be off. Ms. [redacted] understands and is satisfied. Jennifer Z[redacted] Customer Satisfaction & Regulatory Compliance  National Grid

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. They called once last week after we had left for vacation. I submitted their proper paperwork a month ago to them. I am on vacation in Jamaica until Saturday I will contact Kathy when I am back in the US next week. I'm not sure what other information they need over the phone from I submitted a receipt from the fireplace repair company and an explanation of what occurred in writing already.  Regards,  [redacted]

Called the customer [redacted] and advised she is on lowest payment agreement National Grid offers which is a minimum payment agreement of $10.00 a month plus her current charges she has not made any payments since 04-13-15 to National Grid. Advised her to seek assistance from DSS and local...

charities, the customer does have a pending medical emergency explained to her that only gives her a 30 day hold on the account if the doctor signs it, the restore amount for her payment agreement is $924.25 and her current charges of $164.30 are due by 10-18-15.

Dear Mr[redacted], This letter is follow up to your complaint
with the Revdex.com regarding your gas service and specifically
gas
servicing your log fireplace. Our contractor [redacted] came out to your address in order to
rebuild the riser on your gas meter for corrosion. We did not change your gas meter. Per our investigation, the service
representative for the gas log company advised that one log had fallen on the
pilot so the unit would not stay lit.
There is nothing wrong on National Grid's end with the gas
pressure. If you still require assistance, please
contact me upon receipt of this correspondence by calling (800) 303-
extension between the hours of 8am – 4:30pm Monday through Friday. If I do not hear from you, I will consider
your inquiry has been resolvedSincerely, National Grid
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