National Grid

I called the customer and left a message apologizing for any inconvenience she may have experienced.  National Grid's representatives are trained to offer options to our customers to return required forms to the company.  This information is also listed on the agreement that was sent to...

the customer along with the fax number and email address.   If you require any additional information, please feel free to contact me at 1-800-303-0568 ext. [redacted].

I spoke to Mr. [redacted] on 2/19/16 and discussed with him his concerns of the shared metering and being charged for the electric service for both the 1st & 2nd floor. Advised him once he filed a shared metering complaint with the PSC on 1/19/16 we are required to...

put the assessment & apportionment for both floors on hold.  The 120 days expired on 11/5/15 and according to shared metering law once it expires if the landlord has not made the exceptable corrections the service goes into their name since  it is a non-minimal shared condition for both floors.  He also wants the credit reporting retracted.  I advised him we can not since the service went into his name and the bill was not paid, it was reported correctly & the money is owed.  He stated he would call collections & pay the balances over the phone and the payments have posted. I also transferred him to the shared department to have the recheck scheduled for 2/25/16 at 1pm. The original recheck on 12/17/15 was not completed due to sewage in basement.  I advised that if he wasn't happy with the rules of the shared metering he would need to contact the PSC since they oversee the NYState Shared meter law.  Mr. [redacted] was still not satisfied and stated he would  contact the Revdex.com back.  Please let me know if you need anything further. Jennifer [redacted]Customer Satisfaction & Regulatory Compliance

November 2, 2015 [redacted] Buffalo, NY 14219   Dear Mrs. [redacted] :   This letter is in response to case # [redacted] filed with the Revdex.com, Inc by [redacted] in regards to the incorrect debit processed on her account. National Grid...

received the necessary bank documents reflecting the incorrect payment processing of $860.08 debit from your bank account instead of $86.08 as you intended. Please be advised the full amount of $860.08 has been reversed and credited back to your bank account.  A credit of $30.00 has also been applied to your next bill for the posting error. Please be advised since the payment was fully reversed the payment of $86.08 is still needed as payment on your account. A suspend has been placed to allow time for you to forward your payment. The current bill of $67.62 was recently mailed on 10/19/15. Per your conversation with National Grid representative your account also reflects it was advised if you have received any bank fees from this occurrence to please forward the bank statement reflecting the fees and credit will be applied. I apologize for the hardship this situation has caused you. If I can be of further assistance please contact me at ###-###-####. National Grid Customer Satisfaction & Regulatory Compliance

I spoke to [redacted] and advised her that I sent her a new payment agreement for the total account balance of $806.71 to sign and return it by 9/28/15. I also set up the budget billing for her. Customer is satisfied ant thanked me for calling her.

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. It is completely false and a complete lie that the PSC deals with the credit score.  I called the PSC.  The PSC does have my appeal.  National Grid has finally put a hold on my bill because of my appeal.  But it is national grid that contacted the credit companies.  It is National Grid that has to fix it.  The PSC spesifically that they do not deal with such issues.  National grid was billing me at the wrong address.  I wish to amend my original complaint and I want National Grid, at a minimum, to tell the credit agencies that they errored in contacting the credit union since they were using the wrong address.  My address is: [redacted]  They now have the correct address.  I still need Revdex.com help with the fact they are jeopordizing my credit score. 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. At this point, we have purchased the Sense device, which has continuously measured the kWh usage used.  We will continue to monitor what we use verses what our solar panels produce.  We continue to see that National Grid is not providing the correct amount of kWh credits.  We only use 500 kWh a month and we produce well over 1,000 kWh a month.  We plan to submit a yearly report showing the details and proof of this information to our Attorney.   I would advise anyone who is installing solar panels to ensure that they are accurately keeping track of what the residence uses versus what that the solar panels produce.  The Sense device is great for keeping accurate, professional and data log information to provide proof of this information.  Regards,  [redacted]

I left message for customer to return my call, all issue's appear to be resolved, customer current bill $108.56 is still on $10 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]

[redacted], National Grid has nothing to add. Ms. K[redacted] made her statement in the initial response. Greg

I called customer he was not available, Customer had returned check on 1/26, then customer entered  payment on our voice response automated system (vru) on 6-1 customer error entering digits so the check was returned 6/8 and was noted as mistake? we removed return fee of $10 as courtesy, that...

led to 2 returned checks in 12 months, and system will not allow payments after 2 returns in 12 months, so the 3rd payment was canceled by system because customer had 2 returns, I have had one return removed, so customer can pay over phone if he likes. I also sent a request to have account recalled from agency.ThanksSincerelyMark

Dear Ms. [redacted]:This letter is a follow up to our conversation on June 25, 2015 regarding your request for service to be connected back into your name at [redacted]., [redacted], [redacted], [redacted].Our records reflect that you contacted us on June 1, 2015 and requested the service disconnected at [redacted]...

[redacted]. on June 10, 2015. A service representative arrived at 9:19AM and completed your disconnect request. At 10:27 AM you contacted us to request the service reestablished back into your name since you were not ready to move. Unfortunately, when a connect order is placed we have up to 5 business days to connect the service into the customer's name. National Grid has to comply with the Home Energy Fair Practice Act (HEFPA). If you would like to review the full Home Energy Fair Practices Act document and have internet access, you can find the HEFPA document in full on the [redacted]'s website at:http://[redacted]Once the service was connected back into your name a new account number is established. You will need to contact our collections department at ###-###-#### to have the payment arrangement reestablished on the past due balance. The money will automatically transfer to the new account but the payment arrangement does not.I hope this helps to answer your questions regarding this matter. If I can be of any further assistance please contact me at ###-###-####.Sincerely,JenniferCustomer Service RepresentativeCustomer Satisfaction & Regulatory Compliance

Revdex.com:
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 had made contact to national grid  to begin service at my new residence on May 30th which was in fact prior to my move in date. During this conversation, they had inquired about when I wished the service to be applied to my name and I had stated June 1st. It was never stated that this would not be possible. Also, contact was never made to me regarding my balance of $89 during the time period leading up to disco tuition of service and in fact, my power was shut off without any warning.Lastly, the stated reasoning for discontinuation of service is for this owed balance of $89. However, when my roommate spoke over the phone to he supervisor it was an overdue balance by the former tenant as the services at the location had not been transferred. Please advise what is the cause since we continue to be provided conflicting information.
Regards,
[redacted]

This letter is in response to your correspondence to the Revdex.com on April 23, 2015 regarding service being set up at your current address in error. At National Grid our customers' best interests are paramount when it comes to accurate records, safety, identity fraud and confidentiality. To maintain customer confidentiality and to protect customers' accounts, our Company policy requires a customer to confirm their identity when they wish to obtain information on their account(s). When a customer calls our customer contact center, they are asked to provide their account number along with their Social Security number as identification. This ensures that we have the most accurate and up-to-date information for every customer.Service was set up for another customer at your current address at [redacted]. in error on 3/2/15. You contacted us once your received the final bill for the address and we corrected the service back into your name as of 3/2/15. There was no interruption in service. I apologize for any inconvenience you may have experienced and appreciate your patience in helping us to maintain accurate records. I have provided your account with a $25.00 service guarantee credit due to your frustration and inconvenience. I hope that I fully addressed all your concerns. If I can be of any further assistance, please feel free to contact me at ###-###-####, extension [redacted].Sincerely,[redacted]Customer Satisfaction & Regulatory Compliance

This letter is in reply to the recent complaint which [redacted] filed with the RevDex.com, Inc and National Grid policies and procedures of connecting service.  When a customer is applying for service it is important to contact National Grid prior to moving into a...

premise to ensure their service is active and ready for their use on the day they are anticipating their needs for service. This is necessary as required documentation may be neededand must be fully completed prior to a scheduled order. The Company does not schedule these types of orders as a same day service, but does comply with HEFPA Law 11.3 (4) which states the  Company is to complete application from any applicant within the required five business days of receipt of a completed application of service.  Mrs. [redacted] completed application was received on 5/19/16 and service was connected on 5/24/ 16.  I hope this helps to answer your questions regarding this matter.  Sincerely,  National Grid Customer Satisfaction & Regulatory Compliance

There response does not provide any information to me. I don't feel comfortable giving my social security number. As for the name on the account, I have no idea, as they will not reveal the information to me.If they have checked the database and do not have any sort of account in my name, please contact all 3 credit bureaus and remove the account from my credit reports.Thank you.Revdex.com:
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]

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 as it is outside of National Grid's ability to make right. I will be following up with PSC in an attempt to resolve the issue with them.
Regards,
[redacted]

After extensive researching through billing issues, I advised customer we will be removing $509.22 from his account. And send a corrected statement when complete.   Thank you  Mark

Following is the follow up information for the above referenced customer.  Please let  me know if you need anything further.  9/13/16 - National Grid received PSC Case #640944 and was assigned to M. B[redacted] and he confirmed with Ms. [redacted] she can fax in proof of a negative income and...

we will offer a minimum payment agreement no money down and $10.00 per month with the regular bill, or pay the reconnect amount of $927.23 to restore the negotiated plan.  Also advised as a courtesy we will offer a negotiated agreement of $290.38 down payment and spread the balance over 20 months instead of 10.  On 9/19/16 Ms. [redacted] was warm transferred from the PSC to M. B[redacted] and he issued the agreement to cut in the service and advised of the 24 hour rule and main breaker to be off.  On 9/27/16 I confirmed with Ms. [redacted] that her service is back on and she is on the minimum payment arrangement.  Advised $163.19 is the current bill due 10/20/16. Advised her I  have requested the call pulled and will review and contact her back.  Today 9/28/16 I confirmed that I did review the call and will forward it to a supervisor for feed back to the representative. Confirmed that she had already spoke to the executive office when she spoke to M B[redacted] and explained regarding the confusion she had with the financial statement. Ms. [redacted] understands and is satisfied.  Jennifer Z[redacted]Customer Satisfaction & Regulatory ComplianceNational Grid300 Erie Blvd. WSyracuse, NY 13202

This letter is in response to case [redacted] filed with the Revdex.com, Inc by [redacted] in regards to connection of gas service. National Grid had attempted multiple times to turn service on at the requested premise. An 8am-10am appointment on 1/26/16 was originally scheduled....

Customer was contacted and advised service representative was on gas emergency order, and National Grid did need to reschedule for a 3-5pm appointment. Customer stated someone would be there. Upon service arrival, no one was there for access. Rescheduled 3 more times, No one there for access, National Grid was unable to complete order. Customer was offered same day orders, anddeclined. Stated could not be there. Scheduled for 2/1/16 8-10. Customer was given $25.00 credit for change in appointment 8-10am moved to 3-5pm when company was on emergency order. Appointments are 2 hr windows or 8-5pm. Company can not give specific time to customer, as if Company is called to emergency situation it may prevent representative from making appointment. Turn on of gas service requires someone 18years or older to be present due to safety and access needed to light pilot. Connect of service was completed on 2/1/16.  Sincerely, National Grid   Customer Satisfaction & Regulatory Compliance

Supervisor met with [redacted] in field, she was still not happy. The outages have been caused by many reasons. The Manager of line contacted the customer and so did the director of Eastern Region Operations also contacted the customer. The customer will never be satisfied, though 100%...

uninterrupted electric service can never be promised and delivered by any Utility in New York State or USA.  The customer has the Manager(Michael [redacted]) office phone number if she incurs anymore outages. His office number is #[redacted] Gregory [redacted] Senior Supervisor - Customer Satisfaction & Regulatory Compliance

Dear Ms. [redacted]:On June 30th I received your concerns which you had pertaining to your call made by you to our Collections Department. I am sorry to hear that your experience was unsatisfactory. As I advised in our conversation on July 7th, your payment of $201.17 was returned on 7/2/15 and the...

payment arrangement is not active. You will need to contact collections as soon as possible to make that payment. Your account is in danger of being shut off. 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.Thank you for expressing your concerns and for providing us with valuable feedback. Please be assured that we will make every effort to rectify these problems. 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,JenniferCustomer Satisfaction and Regulatory Compliance