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.  When I called to speak with someone about this issue I was told that there was no change to the utilities and there was no record of my prior phone call. I therefore paid the following to the still existing account in my husbands name:   $37.35 5/10/16$150.00 4/13/16 and over $250 to keep that account turned on when they could not find my other payments. These amounts need to be credited to the account that is apparently now in my name. There was no notice sent to me that closed the account in [redacted]'s name and the last person I spoke with had no record of there being a new account which would be "read" with all of these dates of service! There have been repeated billing errors that are consistently screwing up both of these accounts.
Regards, [redacted]

February 26_ 2015Revdex.com100 Bryant Woods SouthAmherst, NY 14228RE: [redacted]ID # 1 [redacted]Dear [redacted]:National Grid has reviewed the account for [redacted] in reference to the address of **
[redacted]Our consumer advocates have been working with this...

customer for several years in reference toher delinquent account. The customer has not been cooperative with our advocates and refuses tomake the required payments in order to secure her service.Joann Z[redacted] consumer advocate has made several attempts to speak with the customer over thephone. She has also sent emails as the customer and her niece [redacted] state they are notavailable during the day to speak on the phone and requested the correspondence be done byemail. Joanne complied.As of 10/28/15 Joanne made an agreement with the customer to make payment of $115.06 on11/3/15 and a payment of $135.59 by 11/30/15. She also advised the customer to apply for Heapfor her primary fuel.An agreement will be made after the customer makes these payments. In the past the customerhas promised to pay, agreements were established and then defaulted as no payments were made.lf l can be of any further assistance please contact me Monday through Friday from 8am·4:30pmat ###-###-####.Sincerely,RheaCustomer Policy & Satisfaction

On April 21 st I received your additional concerns which you had pertaining to your National Grid account balance. Your account has a current balance of $185.13 due 5/14/16. Your payment of $537.60 posted tothe account on 4/20/16. I have enclosed a copy of a statement for your review. If you have any further questions or concerns, or if I can be of any further assistance, please feel  free to contact me at 1-800-303-0568, extension 7063. Sincerely, Jennifer  Customer Service Representative   enclosure

The customer’s dpa(deferred payment agreement) was set back up with the $240.00 payment on 8/10 and the minimum $10.00 dpa restored. The customer needs to pay his current bill of $84.32 plus $10.00 dpa for a total due of $94.32 by 9/9/16. If the payment is not received the dpa will default again. The customer needs to make timely payments each month or the dpa will default again. Greg

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.
Regards, [redacted] they stated that they will not make any changes to the delivery charges  and they said they cannot do nothing about  so to resolve this situation the state need to  step in and resolve this situation for the consumers  due to the fact that we live on fixed income and that they do not care nothing about the consumer but what in their pocket they do not come door to do to read the meter  why should we pay more for delivery charge for services we are not getting as long as the state allow them to do this to the consumers we will never get this problem resolved I am not here to make National Grid which everyone call them National Greed they need to cut some of that billing for which they are charging people for this ludacris and it will not stopped here until we are satisfied with our billing be lower for delivery charges the more electric I burn the more they charge in delivery and I never see my bill go down I was on the plan with them and they suck me dry and they always said that I owed them money after the 12 month period and I know that last year I reported them and they changed their site up so I know they are crooked and I have my paper to show proof of that my next I will be going to a higher source please keep this information on the site this matter is not resolved until my delivery chages are lowered
r

I was in contact with this customer and then spoke with him in person.  He was fine with the explanation I gave him. He didn't realize it was a gas main leak that was dug up and I did say the delay was longer than expected.  We went into this same road cut twice. Hence the gap of time....

Also he stated there was a hole left.  My gas crew put in Crusher (stone filler) all the way to top until it was going to be paved. No actual hole was in the road.  Jennifer K[redacted]  Gas Operations  ###-###-####

I am writing as we have not had a chance to speak in regards to your contact with the Revdex.com, concerning the billing that took place on your account for the electric service which was used on your correct meter number [redacted].A mixed meter problem occurred in your billing...

and you were not billed for the electric service which you were using since you've had service in your name 2/13/12. Per the Home Energy Fair Practices Act, when an error such as this is found, the customer can be back billed for the service which were used. We are only allowed to debit back 1 year residential service or up to the activation date within that time frame.When it becomes necessary for us to correct a bill for mixed metering, it is first necessary for us to determine the time period which must be adjusted. Upon review of your account, our Service Department determined on 6/4/15 that you were being billed on the incorrect meter #[redacted]. You should have been being billed for meter #[redacted] that was still located at the address and obtained an actual reading. After confirming you were billed for usage on the wrong meter your account was re-billed for your actual usage going back 1 year (7/1/14-7/1/15) resulting in a debit of $165.98. The adjustment is based upon actual readings off your correct meter.We apologize for the confusion and frustration the billing has caused. However, you have been properly bill for service and the bill at the above referenced address does remain your responsibility in accordance with the HEFP A law and Public Service Commission Regulations.We know this bill may cause a hardship for you. If you are unable to make full payment of the balance, please contact myself or our Collections Department at [redacted] and we will gladly make a payment arrangement with you.If I can be of any further assistance, please contact me at [redacted] extension [redacted] between the hours of 8:00am- 4:30pm, Monday through Friday.Sincerely,JenniferCustomer Satisfaction & Regulatory Compliance

The following is the information from the above referenced case – The total amount owing $1783.17. Defaulted minimum payment arrangement 5/23/17. Has had (4) refused & (1) defaulted prior. Last updated financial statement 6/26/17 reflects negative -$1014.60 and has been confirmed. Needs...

$1666.93 to reconnect. Ms. [redacted]’s last payment was 5/8/17 and has only made (7) in the last year. No HEAP assistance this year since regular HEAP applied to propane & didn’t apply for Emergency.  Advised will accept payment of $351.00 to turn service back on as one time courtesy, seek assistance or try for medical. States she will call collections to pay.  Advised will use minimum agreement on file and advised of 24 hour rule and main breaker to be off.  Ms. [redacted] called back in to say she paid $355.00 online confirmation #19288864 at 1:30pm. Advised nothing noted on the account. Ms. [redacted] states she has medical condition at home with her son and needs power on as soon as possible. Advised I will issue as a courtesy but if the $355.00 does not post or is returned we  will issue another shut off without notice and then full arrears would be required.  Ms. [redacted] understands and is satisfied.  Service was restored yesterday 7/11/17 at 2:55pm.  Jennifer Z[redacted]Customer Satisfaction & Regulatory ComplianceNational Grid300 Erie Blvd W., C-3Syracuse, NY 13202

Good Morning, Below is the letter sent to this customer in April, 2017 regarding her request for a payment arrangement as well as new service.  As previously advised, the service is in the name of [redacted] and, per notes on the account, [redacted] is incarcerated. The account at [redacted] RD [redacted] NY 12883 was closed on 04/24/17 and has a remaining balance of $1,544.74.  [redacted] is not the customer of record and not authorized to do anything on the account. Also, because the account is now closed, payment arrangements with National Grid are no longer an option.  If the balance is not paid in full within 30 days of discontinuing the service, the account is turned over to a collection agency and, the customer must contact the agency to obtain payment options.  Mrs. [redacted] has been told all of the above information previously. Our records indicate that Mrs. [redacted] now has service in her name at a new address.  So, I am unsure how we can further assist her as the issues listed on her previous complaint have already been addressed. I have left her another message with my name and phone number if she still requires my help.

In regards to Revdex.com Complaint #[redacted] I spoke to this customer back on 10/12/17 -I called and spoke to customer, customer's service was restored 10/4/17 at 9:19 AM(issued 10/2/17 at 4:30 pm), I requested a $25 service guarantee credit for going over the 24hrs, and as a courtesy I also removed...

reconnect fee of $46.00, customer was satisfied, I hope this helps answer complaint. Thanks  Mark Mark S. B[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.
On their own website you can see where my payment was processed as of 02/24. I was then told by a Representative, and im sure there's notes on the account that the rep read back to me that they could not reconnect my service with the full amount due. Then I called and got a different rep and was told that they would send someone out to reconnect us. And when I called on the 25th, they hadn't sent anyone out yet according to representative I spoke with then. And when I spoke with them on the 26th, they still hadn't sent anyone out because of an issue with their scheduling systems.  I don't have a way to requisition the notations on the account, but if you did the real evidence would be found there.  Regards,  [redacted]

Revdex.com:
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,
[redacted]

A representative from National Grid that is familiar with this program has called Mr. [redacted] and left a message for him to call her directly.  Per information obtained from...

her, Mr. [redacted] is on our list as eligible to receive the incentive and those payments went out earlier this month.  She is going to verify that their e-mail on file is correct and if they haven’t received it she will reach out to our vender to have them re-issue the incentive payment. If you require any additional information, please contact me. Thank you.  Teresa A. H[redacted] Customer 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 below.
Regards,  [redacted]

I spoke to [redacted] and advised her that I see she did make a payment agreement on the past due balance and the connect order is out for 10/27/16. I explained that once a customer does take care of their obligations to obtain service, the company has 5 business days to connect the service. I told her...

that we are overbooked and the earliest is 10/27/16. [redacted] said - "Ok, Thank you" and ended the call.   Customer is satisfied.

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,  [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.
This was not for my account it is for my husbands account which I am second on. ANYTIME  there is a payment arrangement or a bill that is due, it is sent to us so late that we do not have 3 days to come up with the cash that fast to pay the bill. Everytime I call about it, the person on the other line blames the post office when this is a re-accuring problem. I then called on 12/07/2015 to National grid because we had received a shut off notice for 450 dollars when we ALREADY paid and signed the payment agreement on 12/04/2015 when it was due! We were then told to disreguard that notice and that our agreement is in effect. The gentleman said our next payment of $96.00 is due on the 8th of January 2016. WE STILL HAVE NOT RECIEVED THAT BILL. So AGAIN, this complaint is not for just my account but FOR EVERY SINGLE TIME we have to deal with them. All I want is our bills sent ON TIME. So we can actually pay you ON TIME and to actually RECIEVE the bill. Thanks! Here is my husbands name and account MR [redacted] ACCT:[redacted].  Regards,  [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. If the gas usage is "in line" with what I have been using for the previous 2 years then please explain why my bill has gone up approximately 20%. I was paying around $90 last year in the summer America and this year it has been not under $115. [redacted]

This letter is in response to case #[redacted] filed with the Revdex.com, Inc by [redacted] in regards to his usage consumption. I have been in review of Mr. [redacted] account, and have found all meter readings obtained have been actual meter readings, and accurate. Per Mr. [redacted]...

review with National Grid representatives he advised he was in use of space heaters during a remodel of his home. Space heaters are high users of energy, and would increase usage over winter months as Mr. [redacted] account reflects. National Grid as a courtesy did change the meter on 6/30/15 per customer request.  Unfortunately, National Grid is not able to tract each home or advise our customers exactly what would have been running during a day to day or month to month period. National Grid can not tell you how you have used the electric as that is not something that we are able or required to monitor. National Grid is only responsible for bringing the service to your meter and our equipment. How the service is used in your home is under your control and is your responsibility.  Sincerely,  National Grid  Customer Satisfaction & Regulatory Compliance

Good Afternoon,  After reviewing the accont and speaking at length with the above customer…the account was credited back $80.44 which allows the final balance to be zero.  The customer does not live in NY…the bldg where this apt is located has been sold which is why Ms. [redacted] req the...

account be taken out of her name.  Ms. [redacted] has my direct contact information if any other questions arise and was satisfied to finally be able to resolve this issue.    Thanks-have a great day   -[redacted]  Hicksville, LI