National Grid

Dear [redacted]:I contacted the customer and went over the usage at this address from previous tenants, explained to the customer that with electric heat the winter bills tend to be high since the usage increases. This is the customers first winter at this address. The customer has set up budget...

billing to level out the billing. The customer has a better understanding of her billing and was advised to make sure she applies for [redacted] assistance if still at the address next winter.Sincerely,[redacted]Customer satisfaction & Regulatory Compliance

For the record, this was where the problem was in the first place. While I specified to representative to move my online payment I'd made to the day I was making the call, the rep failed to specify that important factor. Telling me about the fact that I have to be the one to cancel payments is after the fact. It was imperative to let me know this while an agreement was being made on the day I made telephone transaction. This situation went back to Square One. And the original agreement is back into place. However, I have an additional $10 to pay National Grid on top of two bank fees because the bank had to return bounced checks. I still come out to lose here, due to the misinformation of the telephone experience. I didn't fault the employee because we all make mistakes, but the principle of this matter is that the company conveniently chose to defend a rep's incompetence.   But in lieu of the whole matter, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Additionally, I believe it would be for the greater good if customers get the chance to read this information to avoid situations as these. Regards,   [redacted]

I have tried to contact you by phone regarding your call to
the Revdex.com and have been unsuccessful in reaching you.  Your current account has a past due balance $120.40 and your
current bill of $159.98 is due by December 18, 2015. We can set up a payment
arrangement of $60.00...

plus your current charges.  You would need to contact our Collections
Department at 1-800-443-1837 to accept this arrangement prior to December 18,
2015. This is necessary if you are to avoid any further disconnect notices and
to avoid having your service turned off for non-payment at your current
address.  Please be advised that there are no holds or extensions on
your account. 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 Cc:  RevDex.com

Consumer filed third complaint: Problem:  I have been put a payment plan before for 10$ a month extra on my bill. I call to do the same thing  and they want all this verification that I don't have I have some but not all of it. Still in threat of  shutting power off while I wait for the info to come in the mail. I have been dealing with this every time I call these people if they look into my file they will see I have been put on this plan. I talked to a guy back in dec about this and he sent me a letter but I am unable to find the letter for I have moved and miss laced it Desired Resolution: Contact by the business Desired Outcome:I want to be put back on my 10$ months plan so I can move forward with this matter

Revdex.com has not heard back from the consumer on any specific dollar amounts he is referencing.

thats not true she refused to say her name an also made us cry so we would like her to apologize can  we please have a im sorry 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]

I have spoken with [redacted] and mailed him account activity statement for his review.   Barbara [redacted]Customer Satisfaction & Regulatory ComplianceNational Grid300 Erie Blvd WestSyracuse, NY 13202

National Grid places a soft trade line on customer’s credit that owe past due balances. A soft trade line is no different than when someone applies for car or homeowners insurance and the insurance company will put a soft trade line on someone’s account while checking their credit history. Our...

Collections dept. tells me this does not affect ones credit.  Greg Business provided another response: We have
been unable to locate an individual account in this customer’s name that
has been turned over to a collection agency.  However, there is a
commercial account in the name of [redacted] ([redacted]) located at [redacted].  According to the business papers,
the company name was [redacted] and Mr. Gi[redacted] is listed
as “CEO”.The account was active from 09/10/15 – 06/24/16 when the account
was turned off due to non-payment.  The payment for the final bill in
the amount of $416.63 was returned due to insufficient funds.  The
account was then turned over to a collection agency. 
The service was later turned back on under a different account number
but the same name. This is the only delinquent account we are able to locate with Mr. [redacted]’s name attached.   If you require additional information, please contact me at the number provided below.  Thank you  Teresa A. H[redacted]Customer Satisfaction & Regulatory Compliance   National Grid

This letter is follow-up to our conversation on March 31, 2016 regarding the balance on your account of $537.60. I have enclosed a copy of a statement.  As I advised in our conversation after review of your account it reflects that the 11/20/15 bill of  $243.83 was paid 12/18/15 but was...

actually due 12/16/15. The December bill generated on 12/17/16 for a total amount of $468.30. Your payment of $243.83 posting to the account on  2/16/16. You paid the correct amount owing of $224.47 but it was due 1/10/16 and didn't actually post to your account until 2/16/16. The January bill was mailed to you on 1/20/16 for the total amount owing of $534.68. You needed to pay $310.21 by 2/13/16. On 2/18/16 your February bill generated and was mailed to you for a total amount of $621.96. Your payment of the $310.21 was the last payment that we have received on 3/2/16. So unfortunately you still owe the $311.75that was actually due 3/13/16 and the current bill of $225.85 which is due 4/14/16. You will need to pay the total of the $537.60 by 4/14/16 in order to bring your account to current.  If you still require assistance, please contact me upon receipt of this correspondence by calling 1- 800-303-0568 at ext 7063 between the hours of Bam - 4:30pm Monday through Friday. If I do not hear from you, I will consider your inquiry has been resolved.  Sincerely,Jennifer Customer Satisfaction & Regulatory Compliance

Good Afternoon -I discussed this claim further with the customer and he claims that National Grid called him on 6/12/15 and set up an appt and he met with them.  I have been unable to find any record of National Grid calling him or any scheduled work for this location.  However, as a matter of customer relations only and without accepting liability in this matter, I have agreed to reimburse this customer the $170.13 that he is requesting for the repair to his furnace.  The settlement check was mailed to him today. Please consider this matter closed. Thank you, Cathy [redacted]Senior Claims Representative

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 02/24/16. 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 was received 2/25/16 and the service was restored on 02/26/16 within the required 24hr timeframe.  Sincerely, National Grid Customer Satisfaction & Regulatory Compliance

Hello [redacted],     Customer was reconnected 7/6/16 and was given a minimum payment agreement of 10.00 a month plus their regular bill.I spoke to customer today 7/27/16 and  as a courtesy, removing 46.00 reconnect fee, for multiple issue's including customer's fax not getting...

through from county office. Thank youSincerelyMark [redacted]

Dear [redacted]:I have received notification of a complaint which you filed with the Revdex.com and with [redacted]. I have attempted to contact you by phone and have been unsuccessful in reaching you to discuss this matter.I would like to assist you with any concerns or...

inquiries that you may have. Please call me toll free at ###-###-#### or at ###-###-#### at your earliest convenience. You can call this number at any time and leave a message on my voice mail with a number that I may contact you. I will return your call during business hours, Monday through Friday, between 8:00am and 4:30pm.Sincerely,Susan B[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.
Thank you for getting back to me regarding my concern.  However this matter is in regards to reporting late payments every month and not reporting it as a collection.  I understand by law you need to report the collection and I'm fine with that, but to report 180 late  every month is the main issue.  Especially we made our partial payment agreement and our monthly usage payment on time all of those months That were reported late. Regards,  [redacted]

I tried calling [redacted] again and still not a working number.  I mailed another no contact letter with a statement from both accounts reflecting debits/credits being applied to the final account for Apt 614 and for the current account for Apt 206.  I explained all in my original letter so there is nothing further to offer besides the statement since I included copies of bills in the last response to explain the full HEAP payment being applied to balance at Apt 614.  See attached.  Jennifer [redacted] Customer Satisfaction & Regulatory Compliance

In regards to Revdex.com Complaint #12150161 Note the address this customer has an order in field today to turn service on in another name, I left message for customer to please return my call to discuss issue’s,  1) on 4/7/07 we received letter stating customer is no longer eligible for licap...

(affordability plan)if he can’t get heap which based on his income he is not eligible  for  $ 273.60, customer has not received HEAP grants in many years” Any HEAP grants that are sent will pay a current bill do and if any is left over it, goes directly to customer arrears. 2)customer was mail a disconnect notice for defaulted agreement on 4/3/17, on 4/13/17 spouse called in and was advised 310.45 was due to restore minimum payment agreement and the current bill of 284.92 will be due 4-21 – and the next meter read would be 4/26/17 customer . 4/21/17 the customer paid the 310.45 restoral amount for March but the $284.92 was now also due by that date as stated earlier so the agreement did not reset, we tried to call customer on 4/28, 5/1,5/2,5/3,5/4,and 5/5 to no avail system issued cut out for non-pay on 5/10/17, If the customer has any disputes they may check with the HEAP office or call customer service and ask for a dispute packet to be filled out by customer with as much detail as possible and it will be researched. Mark S. B[redacted]Customer Satisfaction & Regulatory ComplianceNational Grid

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]

The information received from you does not match with the actual customer. The name of [redacted] with the address of [redacted] does not match with anyone in our system. We traced the customer with the phone number and email address provided. I...

have been attempting to working with this customer through a complaint she filed with the Public Service Commission and I will provide what chain of events occurred with this customer. The customer lives at [redacted] [redacted]. An account number of [redacted] was an original account number established for this customer. She has had two account numbers assigned since that original account number as follows [redacted] and a current account of [redacted] due to her services being terminated for lack of payment. Once a lapse in time occurs once a service has been turned off, the account will become final. A new account number is established once arrangements are made. This has caused much confusion for the customer in question and National Grid as she has attempted to provide an old account number when discussing her account and most recent she made a payment on an old account, which delayed her service being reestablished. National Grid has made several attempts to discuss this situation with [redacted] but she has been unwilling to discuss. She has been very aggressive over the phone and raises her voice through the majority of the conversations and ends the calls, preventing anyone from being able to fully explain what has occurred.  This customer was established as a "cash only" customer on her original account number of [redacted] due to two checks being returned. Dates National Grid show as checks being returned are 7/31/14 and 9/8/14. [redacted] was aware of this as she indicated to me that the returned checks were her husbands fault. She recently was required to fax in a copy of her proof of payment in order for her service to be reestablished, under account number [redacted]. Her service has been turned back on however her payment of $165.00 was posted on her old account number. I have transferred the money to her correct account number. The customer has indicated that National Grid refused to take her money. National Grid never refuses to take a customers payment. What did occur was that she was set on an agreement and did not keep to that agreement and it defaulted. A down payment was required and was not the original requested amount due to the defaulted agreement.  Her billing for account [redacted] from February 13 2015-March 16, 2015 shows she was set on an agreement to pay $10 plus her current bill of $63.49. The total of $73.49 was due 4/11/15. The customer never made that payment. On 5/22/15 the customer paid $136.62 but was not on any active agreement. She was offered another agreement on 6/19/15 with an amount of $136.00 due by 7/1/15. She never made that payment and was terminated on 8/13/15 for lack of payment. National Grid will send a bill each month and the amounts will be different each month due to a current bill being added to a previous bill. Payments received and applied toward the customer's account of [redacted] (2nd account number established after her first termination of service) are as follows: 11/18/14-$189.98 (DSS payment reestablished her account), 2/19/15-$140.00 (Emergency HEAP payment), 5/22/15- $136.62 (customer payment). The customer has set herself up on our Website to receive bills via e mail. Unfortunately she has set this up under an old account number of [redacted] and will have trouble receiving and paying the bill under the correct account number of [redacted]. The customer needs to delete the final account number and establish her account under the correct current account of [redacted]. Attempts to speak with her over the phone are unsuccessful as she does not allow any conversation to occur. National Grid does advise any customer to seek assistance through the Department of Social Services, Catholic Charities and any other organization that may be of assistance to the customer. 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 7104Sincerely, Rhea 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.  At the time I made my initial complaint, it had been over 24 hours since we were told our power would be restored. Our electricity was not restored until more than 53 hours from the time that they originally stated they would have our electricity restored within 24 hours, it was restored more than 24 hours after my complaint to Revdex.com. I received a call from a woman from National Grid days after my power was finally restored. This woman did not identify herself. She offered no apology, showed no concern and only made excuses for their poor service.   I told the woman who called me that I was impressed to receive a call back at all and she informed me that she had to call because I contacted the Revdex.com. She gave me a phone number to call for them to mail me a claims form. I called the number and am waiting this form in the mail. In her response, this woman has said they will consider reimbursing me for lost foods. This is unacceptable. The minimal response necessary is for this company to agree to replace lost foods being that they restored power more than 48 hours after repayment.  Under these circumstances I discovered that their customer service department in located in New Jersey and they reportedly have no way to contact my local technicians to expedit reconnection processes. I contacted their customer service approximately 2 dozen or more times during this ordeal and each rep had different excuses and explanations, two said they would write down my number and have a supervisor call me back within an hour (I never received a call back). One rep explained the delay was due to a power outage in my area (I have pursued this and have not found these claims to be valid). There is a huge deficit in their customer service department. It is appallingly impressive how two dozen or more employee conversations can be so incongruent and confused. They require training on standard procedures, professionalism, sensitivity and empathy.  Furthermore, on Friday October 16, at approximately 11:45am, I encountered a woman from National Grid at my address who claimed to be reading meters, whom I suspect was there to investigate this situation. After I asked if she was there to restore my service, she promptly left the complex. I can elaborate on this encounter including a description of this woman if it is necessary. My purpose in mentioning this is that it was within this company's ability to restore services in a prompt, timely manner but this company's employees consistently showed complete disregard and lack of consideration for my family's health and well being. For the duration of this event I was under severe, unnecessary distress which severely impacted the care of my children, housework, resulted in lost work and loss of study towards my nursing degree.   Regards,   [redacted]