National Grid

To who it may concern:  In response to my complaint against [redacted],  which is attached. My number is listed there in my complaint, so I don't know why National Grid is saying no valid phone number. My number is [redacted] My complaint should not be closed.  The matter is not that I can't pay my bI'll or that I need a payment plan because I don't.  The issue is the service fee there charging the public for bring gas/electric into the home.  Please contact me,  [redacted]

In regards to Revdex.com#[redacted], On 5/8/17 we received a lease for this customer with a move in date of 5/1/17, same date we left a voicemail for customer that the owner does not verify on land data (the system we use to find out who owns a property) On 5/09/17 we also mailed a denial of service letter...

to customer, Customer called in on 5/19/17 asking about denial letter, Customer was advised we needed owner to send proof of ownership. The previous tenant at this address was shut off for non-payment on 6/15/17, then this customer called and we again advised we needed proof of ownership, On 6/16/17 we received a 2017 [redacted] tax bill verifying owner, also 6/16/17 order was released with a date of 6/22/17 within 5 business days of a connect order which is within rights by NYS HEFPA LAWS, The customer called in numerous times stating he was shut off incorrectly, although he was not, all NYS HEFPA rules in section 11 support out right to ask for documentation, which also protects the new customer from taking unfair portion of bill that was in previous tenants name. We were able to move his connect date from 6/22/17 to 6/21/17 per some cancelations by previous customer orders and customer was home and reconnected of service, On a side note if the Landlord told the customer he previously sent the proof of ownership, we did not receive it. Although National Grid is not at fault or breaking any laws of procedure. Customer may also call and request our claims department to see if any options available.  I hope this helps clear up the issue’s and question’s.  Thank You. Sincerely,  Mark B. Customer Satisfaction & Regulatory Compliance

Below is a timeline for this application which we had given conditional approval today for installation of solar panels to begin - we have been working with and notifying the contractor/customer and the transformer is currently scheduled to be upgraded this week.•      ...

Application received - 9/28/15 from Apex Solar•       Emails from DGS-NY from Customer Fulfillment sent to contractor and customer as well•       Reviewed application and Deficient response given - 9-30-15 stating transformer was too small (12kW to be installed on a 10kVA)•       Customer responded to deficient email - 10-2-15 and DGS-NY responded you may call (Pat [redacted]) or reply to this email•       Contractor responded - 10-13-15 stating they would like to move forward and upgrade the transformer•       Somewhere along this timeframe Patrick [redacted] then left DGS-NY and I picked up from here.  11-2-15 emailed Design to verify and design upgrade as necessary.•       Same time sent email to Contractor replying to his email that we were verifying with WR# [redacted] (customer was not informed)•       Design assigned to field rep on 11-3-15•       Mr. [redacted] placed a call to me asking status of transformer on 11-9-15 - responded with email when status was known•       11-10-15 asked design status stating customer was looking for an invoice if necessary - I did not see status in storms•       11-12-15 design stated transformer is faded and they were unable to review and were sending a crew out to check transformer, Field Rep stated they were on a truck 11-12-15 (same day) and would take a closer look at tub•       11-17-15 - asked status of upgrade from design - sent email to contractor and customer stating the transformer was in design phase and an invoice would be produced once completed.•       11-18-15 - customer responded with appreciate getting back to him and asked if he could do anything to help•       Quote requested to be created 12-4-15 and on sent on 12-8-15 to PosiGen - SubContractor is Apex who works with PosiGen customers to install solar•       Customer paid according to Storms 12-17-15•       Customer called 12-23-15 and I explained this would be scheduled and upgraded – walked him through the process to understand more•       Work scheduled and noted to be completed week of 1-19-15•       Conditional granted (for installation of solar to begin) and net meter ordered 1-19-15•       We will grant final approval to interconnect as soon as net meter is installed. Please let me know if there are any other questions/concerns.      Nancie [redacted]  National Grid 1125 Broadway, Third Floor Albany, NY 12204

spoke to [redacted]-customer called 9/27/16 for service and per regulations (psc-section 11.3, chapter a-4) we do have 5 business days to schedule a connect order,  order was  for 10/4/16 (within 5 days), but I was able to at least change order to...

10/3/16 instead, as both days were overbooked by the same amount of time,  SincerelyMark

National Grid went out to [redacted] on 6/26/2015 at the request of tenant [redacted] via National Grid's website to disconnect service in his name. When National Grid pulled the meter to boot it (to stop the flow of electricity), the meter socket broke. The meter...

socket is owned and maintained by the owner, so the owner need an electrician to correct the situation, then an inspection was required. The owner did complete his work and the meter was re-installed mid-July and the new tenant has moved in.The meter box and electric panel is all customer owned equipment and their responsibility.Greg LNational Grid

This letter is follow up to our phone conversation on 9/29/15 regarding concerns of payments being made to your account via online with National Grid. Upon review of your account, the two payments made on 9/17/15 via the website were processed thru Western Union. Western Union provides customers the...

ability to make credit card, debit card and bank account payments toward their National Grid accounts. Associated convenience fees are assessed by and paid directly to Western Union Speedpay by customers who use their service. Unfortunately, a customer's account does not reflect a Western Union payment until the actual payment posts to the account. For our customer convenience, you can also submit bank account payments via the National Grid online payment process at no cost. Making the payment thru National Grid's online payment process the account is automatically noted that the customer made the payment and the customer also receives an email back confirming the online payment. When a customer makes an online payment onto their account via National Grid's website payment options it fully states the following information; * Payment may be cancelled up to 1:59pm EST on the date the payment is made * Payments made after 2pm EST can be cancelled up to 1:59pm next day. If cancellation of payment falls outside the cancellation perimeter the payment would proceed to be  processed, and credit the customer's account.  I hope this brings further understanding to your National Grid online payment processing concerns. If you have any further questions or concerns regarding online processes you can always email us at Contact Us online. The webmaster will review your concerns and contact you back. If I can be  of any further assistance, please feel free to contact me at I -800-303-0568, extension [redacted] Sincerely,  National Grid Customer Satisfaction & Regulatory Compliance

This is in reference to the additional concerns regarding the above customer.  As previously advised, Ms. [redacted] contacted National Grid and requested the service transferred into her name.  On 02/19/15, a FINAL BILL in the name of [redacted] J [redacted] was mailed to [redacted] in the amount of $1,379.22.  On 03/11/15 a bill in the name of [redacted] was mailed to [redacted] in the amount of $307.  This would indicate to Ms. [redacted] that she has a new account as the number and balance were different. At no point did Ms. [redacted] contact National Grid and question whether this was a new account or, if not, why the bill did not reflect the balance of $1,379.22.Although Ms. [redacted] stated she would assume the charges from the previous bill, these charges were never transferred to her active account.  National Grid cannot force a customer to assume a bill.  If a customer calls for service, National Grid may require proof of ownership or a notorized landlord statement if they are not the owner, showing date of responsibility.  It is the option of the customer whether they choose to assume any previous charges.  If the customer assumes the charges, the procedure is to transfer the balance to the customer's account.  As stated above, this was not done.  As for National Grid's policy regarding collection agencies, we have primary agencies, secondary agencies, tertiary agencies and then the last tier of Trigger agency. The account starts in a Primary agency for 4 months, then moves on to a secondary agency for 8 months, then tertiary agency for 1 year then lastly a trigger agency for the remaining time until the balance is paid or the statute of limitations hits. So, this particular account was sent to the primary agency, RUI from 4/21/15 til 12/6/15 and then we sent it to NRA on 2/10/16 til 2/17/16.  However since the customer was paying RUI, National Grid was not notified by RUI that the account was paid in full in a timely manner. The account in fact was paid in full on 10/23/15.If you require any additional information, please contact me.   Thank you

National Grid stands corrected. The information I received from the field was inaccurate about the owner of the home at [redacted] NY. [redacted] is the owner. Greg [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. I was not fine with Ms. [redacted]'s explanation. Her alibi that
repaving was late because of dependence on the weather was refuted by
recalling to her that clear and dry weather of the preceding 2 months.  There had been ample time and plenty of good weather. I
certainly WAS aware that the gas main leak had caused the digging---two
other repairs had been done earlier this summer, one in front of my
adjacent property and one 2 doors down.  Both had been done efficiently, quickly and completely. She
insulted me by arguing that there was no hole.  It was obvious to the
eye that the crusher had been pounded by traffic and I subsequently
measured a depression  of 1.25 inches.  She further tried to
distract me from the long standing hole by telling me that the Village
was going to do a total repave of [redacted] Ave next year.  That's not
what my Mayor tells me.  The hole is still not closed. [redacted]

I have tried to contact you by phone regarding your call to the Revdex.com and have been unsuccessful in reaching you. National Grid has been advised by the Revdex.com that you were concerned that the company would not allow you to sign a payment agreement for someone else...

and turn on service at another location in someone else’s name.  Because you are entering into a contract with National Grid, only the Customer of Record is allowed to place service in their name and/or sign a payment agreement.  You can, however request to discontinue service but not start new service.  Our records indicate that there has been an order placed to disconnect the service at the above mentioned address on 04/24/17.   Please contact Customer Service at 1-800-642-4272 if you would like to place service in your name at another address.  If I can be of further assistance please contact me at 1-800-303-0568 extension 7256. If I am not available please leave a message as to the best time I can contact you.  Sincerely,  National Grid  Customer Satisfaction & Regulatory Compliance

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]

Hi [redacted] -  I did fax this to you but I guess you did not receive it.. National Grid is unable to put the kwh credits back on the customers account as requested per our tariff. [redacted] was offered a 100.00 service guarantee which he kindly declined. I advised that we submit our tariff to the...

PSC and they are the ones that approve or deny. He stated he will be going back to the Revdex.com and keep up with his complaining. Also National Grid did change the anniversary month from August ( 8 ) to April ( 4 ) per customer request. Processed One Time Anniversary Month Change.   If you need anything else. Let me know. Thanks!   Karen

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 have replied through my personal email sending the same screen shot from your website. Your site is not user-friendly. What you say is not what is actually going on. You have repeatedly charged me with late fee when your site has not been working like how it was two months ago. I reject your so-called resolution. It is not a resolution at all. It is a denial what is actually going on. Regards,  [redacted]

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]

This letter is in response to case ID #[redacted] filed with the Revdex.com, Inc by Mr. [redacted] in regards to his interruption of service on 7/20/15.Mr. [redacted] account fell into collections. As a result the service was disconnected for non-payment. After multiple disconnect notices...

were issued and payment agreement offers were sent with no response.I want to express that National Grid wants to keep active service to all customers and wants to avoid disconnecting service to a home. In an attempt to prevent disconnection of service, multiple notifications and payment agreements are always offered prior to such steps.The required payment and payment arrangements were received and the service was restored on 7/21/15 at 9:08am within the required 24hr timeframe.Sincerely,National GridCustomer Policy & Satisfaction

August 5, 2015Revdex.comRE: Revdex.com ID #[redacted]National Grid Account # [redacted]Dear [redacted]This letter is being sent in response to the above referenced customers complaint.I made contact with [redacted] and discussed her concerns. I have credited her account $25.00...

service guarantee for the multiple times she had to call National Grid to get her issues resolved. I have also placed her buck on her agreement. She is to pay her current bill of $51.19 plus $10.00 for her agreement. The bill of $61.19 is due by 8/22/15.If I can be of any further assistance please do not hesitate to contact me Monday through Friday between the hours of 8 am and 4 pm at [redacted].Sincerely,RheaCustomer Service RepresentativeCustomer 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.Regards,  [redacted]

A review of the referenced customer's account l found the following:The customer has been in arrears since August 2013 by either not paying the bill in full or paying the bill late.National Grid has several programs to help our customers with high winter bills and/or deferred payment agreements to...

help manage the billing. I do not find where the customer was on a budget in the winter months to help with her high bills. She was on an agreement in April of 2014 but defaulted. She was placed back on the agreement in April but again defaulted.The customer indicated she was not eligible for any assistance, which would indicate she did make contact with her local HEAP department but was denied due to her income.In order for a customer to qualify for the Elderly Blind and Disabled (EBD) program, everyone in the household needs to be either elderly, visually impaired, disabled or a minor. The customer was advised she did not qualify for that program. This program does not have a discount attached to the program. It allows a 72 hour notice to be given to the customer prior to any termination of the service.The customer received a notice on 5/12/15 indicating because she was in arrears she would be reported to the credit bureau if the arrears were not paid. At the time of the notice her arrears were $432.45 and a current bill of $202.09. Due date for the current bill was 5/19/15.The meter was read again on 5/8/15. The arrears at the time were $423.53 and current bill $118.65 to total $542.18. Due date for the current bill was 6/6/15.The customer received a notice on 5/19/15 that she was reported to the credit bureau because her arrears were not paid in full.The meter was read again on 6/9/15. The arrears at that time were $118.59 and the current bill was $101.61 to total $220.20. Due date for the current bill was 7/8/15.The customer made 3 payments after the 5/19/15 notice as follows: $212.00 5/28/15, $119.00 6/25/15, $101.20 7/6/15.The meter was read again on 7/10/15. No arrears at this time. Current bill of $92.74 due 8/7/15 was the only amount due and is the reason the customer was advised that an agreement would not be set up as she was no longer in arrears.The customer indicated on 7/8/15 that she checked her credit and was advised she was reported. National Grid will report that the customer is no longer in arrears as long as she makes her current payment by 8/7/15. Reporting is done monthly.I understand that the customer was upset when speaking to our collections department and our customer service department. It was noted that the conversation with customer service did not go well.This last winter was very cold and many of our customers struggled with paying the high winter bills. Many opted to enter into the budget program. Perhaps this would help the customer with her winter bills for this following winter. She can call our customer service center and apply for the budget. As long as her bill is current she will be able to be placed on a budget.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,RheaCustomer Policy & Satisfaction

Hi [redacted],   Revdex.com case-id-[redacted]- Although National grid was in it's rights under PSC approved tariff in this case, As a courtesy I will have bill removed. Customer was charged from 8/5/16 to 8/23/16 on new pilot program. I have advised Landlord about the new program for gas meters left on...

because of access issues, will now go to Landlords name's going forward, It's a safety issue, I advised customer of options also.  Thank you  Mark

Good afternoon,  I spoke with Ms. [redacted] today regarding her now final account with Nationalgrid located at [redacted].  Ms.[redacted] had received a letter from a collection agency regarding the final balance.  However, after reviewing the account and comparing the date she received the letter to the account records-it seems there was a slight overlap as to when the adjustment had been made to the account and when the agency mailed the notification to the customer.  I explained the account balance is zero and there is no longer any involvement with a collection agency.  In addition, National grid does not report to any credit agencies therefore her credit remains untarnished.  I will be reiterating this in a letter to be mailed to Ms. [redacted] for her records.   Thank You   L [redacted]  Nationalgrid, LI