National Grid

Dear [redacted]:This is in reference to your recent inquiry to the Revdex.com regarding your account.  We would first like to apologize for the way your contact with our company was handled.  This kind of interaction does not meet our standard of quality and assure you...

that we have reviewed the situation with the employee and department involved.   In your inquiry, you had several concerns, one of them regarding the disconnect notice you received.  Our records indicate that a bill in the amount of $1,246.24 was mailed to you on 01/22/16 with a due date of 02/17/16.  This bill was for the full balance because your previous payment of $97.04 had not been received.  Once the payment was received, your agreement was reset and, this left the current amount of $101.87 due by 02/17/16.   Your bill with a due date of 03/17/16 was mailed on 02/22/16 which happens to be the same day that your payment agreement defaulted again because the $101.87 was not received.  This in turn generated a disconnect notice on 03/01/16.  On 03/17/16, National Grid received the payment of $101 which is the payment that was due on 02/17/16.  Since you payment of $95.54 has not been received, your agreement has defaulted again. With regards to your past due balance, although this appears to have generated several years ago, it is not from one account.  When an account is closed and the bill is not paid in full, the balance will transfer to your new account.  Any payments made on your agreement are applied to the oldest balance.  Also, per your agreement, only $10 of the payments made are applied to your past due balance.  At any time you may make additional payments to lower that balance.  I have enclosed a statement which shows payments received since this service was activated in June, 2015.  Please note the date on the statement prints military style (year/month/day).  Sincerely,  Teresa  National Grid  Customer Satisfaction & Regulatory Compliance

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

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. The fence was on my property not my neighbors. This is incorrect in the response it is my property the pipes from next store were on my property a dig safe would not have shown those pipes as they are not to be on my property 
Regards, [redacted]

The missing payment is on account located at [redacted] which is a commercial account.  The customer has been advised that National Grid is unable to transfer funds as (per Western Union report and notes on account) the account holder did not make payment. The payment...

was made by a third party who authorized National Grid to use her card to pay that account for a collection arrangement. The payment was made on 04/27/16 in the amount of $175 plus fee of $6.95 for a total of $181.95. If you require additional information, please contact me. Thank you

This letter is being sent in response to the above referenced customers complaint. I did review the account and the service orders I found the following: On Saturday l 0/31/15 owner/LL [redacted] called and applied to have the gas and electric connected at [redacted]...

[redacted], The order was scheduled for Tuesday 10/5/15. Emergency orders prevented the order from being completed on Monday and the order was placed on the schedule to be done on Tuesday 10/6/15. I reviewed the remarks on the order by the field representative. She indicated she was unable to gain access to get to the gas equipment on 10/6/15. She spoke with the tenants on the 3rd floor andwas advised the tenants for the first floor were not home. A call was made to the landlord but notes indicate "she was working". The field representative did not have a phone number for the new tenant as the service was being placed in the owner/LL name. A card was left at the address for someone to call National Grid so the order could be rescheduled. National Grid is required to inspect all gas equipment when connecting any gas meter and it isrequired that someone be present for safety reasons. On 10/6/15 the owner/LL called and another order was rescheduled for the earliest day of Thursday  10/8/15. The owner did have a conversation with a supervisor in the call center and was advised that date was the earliest that National Grid could reschedule the request. National Grid does everything they can to accommodate our customers. Unfortunately the schedule does fill up quickly. In this case the order was completed on 10/8/15 @ 7:31pm. National Grid attempts to complete all orders by 4pm on the requested day however, emergency orders are a priority and at times we are unable to complete all order by 4pm. If the order is not able to be completed it will roll over to the next day" In this situation this is what occurred. I do apologize for the delay in connecting service at this address. I do see that the owner/LL did request for a Leave on for Landlord application so that further situations can be avoided between tenants involving a loss of power. If I can be of any further assistance please contact me Monday through Friday between 8am-4:30pm at 1-800-303-0568 ext 7104.  Sincerely, Rhea  Customer Service Representative Customer Policy & Satisfaction

Hello [redacted], we received the following informtion from our contact person at Equifax: The account was recalled from us on July 18, 2016.On July 8th we received an ACDV from Trans Union and we replied with a deletion.We also sent the update on our file to the credit bureaus on July 8th to have the account deleted.

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.
The message I got said that we were using space heaters and that's why our bill went up. The bill didn't go up until we stopped the use of the space heaters and the last representative we spoke with confirmed that the meter they changed was indeed faulty. So then shouldn't we be reimbursed for the over charging.

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]

Gregg the planner just had a conversation with the customer, explained we are awaiting the permit and as soon as it is received the job will be sent to scheduling.  We will have a better idea for him next week of the installation date. He has the planners number for questions. Let me know if this is sufficient.

The customer set up her account with National Grid as paperless billing.  The payment method the customer selected is recurring payments.  This method offers the customer the option to schedule weekly, bi-weekly or monthly payments at a set dollar amount.   The customer also has...

to select an end date for the recurring payments which can be up to 10 years away.  The end date that is selected by the customer is listed in the email the customer receives each month advising them that their bill is ready.  The customer will also receive an email one month prior to the end date advising that recurring payments are ending.   Regarding collections calls, if a customer has a past due balance, they will receive a call advising them that there has been a change in the status of their account.  There are a number of factors that determine how often a customer receives a call such as balance, payment history and credit score.  These are automated calls and cannot be changed.   If you need any additional assistance, please call me at 1-800-303-0568, ext 7256.   Thank you

National Grid has no record of the payments in the amount of $37.35 (05/10/16) and $150.00 (04/13/16) that the customer states were made to her account but never credited.  A call was made to [redacted] on 06/27/16 advising that we have no record of said payments.  In an attempt to resolve the issue, the customer was advised to provide proof of these payments.  The customer stated she wants this issue resolved as she has spent enough time on it and disconnected the call.   In order to resolve this issue, the customer would have to provide the company with proof that these payments were made which would include the method of payment and proof that the monies were actually presented to the company.   In the complaint, the customer also states she never received notice that the account was closed in "[redacted]'s" name.  A final bill was sent in the name of [redacted] on 01/21/16 in the amount of $213.28 and, a corrected final bill was sent on 01/25/16 in the amount of $170.85.  Once the corrections were made pertaining to the changed meter, the service was put in the name of [redacted] effective 10/09/15 per the customer's request and, a refund in the amount of $108/82 was sent to [redacted].    The company is willing to address the customer's concerns, however this would require the requested documents along with the customer's cooperation.    If you need any additional information, please feel free to contact me.    Thank you

Here is our response Beth: 8.11.2017 - Spoke with customer today and visited the site. It appears that the original service rep. on the call for a service wire low put an “Orange Seal” on the meter box and recorded the customer problem in the customer service system.  Later on that evening the...

customer reported one dead leg an One Person Line Crew was called to the house and noticed the burned up leg in the tree and replaced the service with #2 triplex. Today we notified the customer that her SE cable from the meter box to the Point Of Attachment  needs to be repaired to stop water migrating into the jacket/ meter box. We didn’t open the meter box to inspect.  Brett M. [redacted]  nationalgrid  Sr. Supervisor OH Angola

3.9.2017 - This service has been energized and confirmed with line foreman that this was completed on        3/9/17. I have sent this to the service dept. to see if boots still need to be removed on meter, but if noaccess, another Unable to complete may occur....

Also, please note that our Customer System is not  showing that this customer has applied for service on the 2fl.       The original work request does not state if these meters are being moved outside. The connect order has  been issued for same day to the service dept. with comments stating above info         3.14.2017- The electric service was connected 3/10/2017. The gas service was not turned on. No onewas there for access.      Kathy M. [redacted]     Op SupporVEiectric Operating

This letter is in response to case #[redacted] filed with the Revdex.com, Inc by Mrs. [redacted].[redacted] account was removed from any collections activity associated to his account. I have contacted Mrs. [redacted] to advise [redacted] account has been closed in...

good standing with National Grid, and apologize for any and all inconvenience this caused during such a difficult time. Service is active and will remain under Mrs. [redacted] name, account number [redacted].Sincerely,Customer Satisfaction & Regulatory ComplianceNational Grid

This letter is in response to case [redacted] filed with the Revdex.com, Inc by [redacted]. It is Company policy and the customer’s responsibility to contact National Grid to request a disconnection of service and provide access to finalize an account(s). Our records show, Mrs. [redacted]...

notified National Grid on 3/20/12 and requested to disconnect service. On 3/21/12 service arrived and was unable to gain access to complete the disconnect. Mrs. [redacted] did reschedule and the service was disconnected as of 3/26/12. A final bill of $819.03 was mailed. Mrs. [redacted] did receive a Heap payment of $150.00 after the account was closed, as well as she did continue to make payments. The outstanding charges that remained unpaid are $419.03. The remaining outstanding charges have been transferred to her current account.  Due to the above information, the account fully reflects National Grid did complete Mrs. [redacted] request to close her account and a final bill was mailed.  If unable to make full payment of the arrears, can contact our Collections Department at 1-800-443-1837 to complete a financial statement and determine eligibility for payment arrangements. Sincerely, Customer Satisfaction & Regulatory Compliance

Customer requested service 12/24/13. Service from 12/26/13-8/5/14. Service connected set up on budget billing all bills emailed to [redacted] as requested. Customer made payments via web. Service closed on 8/5/14 when secondary on Mr. [redacted]’s account [redacted] requested to start service as of 8/5/14. Customer is responsible. This would be a civil matter between the two parties that National Grid cannot referee.

Revdex.com:
Before closing this complaint, please get confirmation from National Grid that they will stop making robocalls to my telephone number, ###-###-#### in an attempt to reach my father.Hopefully, National Grid has changed their records to note that my father's electric/gas service should have ended on March 1, 2015.   However, I will open a new complaint should National Grid try to collect for electric/gas service provided to his apartment after March 1, 2015.I appreciate your efforts to help resolve this matter.  This situation hasn't really been solved to my satisfaction, but I don't think there is much you can do except insist that NG stop calling my telephone in attempt to reach my father.
Regards,
[redacted]

Below is follow up to Mr. [redacted], the landlords, complaint:  On 7/25/16 [redacted], mother and...

secondary, called in to cancel account for her son, [redacted], she was advised to contact shared metering at 1-800-896-1910.  She was advised by the shared department that only the tenant can request a disconnect and he will need to call back. She advised that he didnt end up moving in there. On 10/28/16 there was an automatic connect order completed on the web for Mr. [redacted] which automatically disconnected tenant, [redacted]'s, service as of 10/29/16.  On 11/22/16 Mr. [redacted] was contacted to send in positive identification fraud for this meter #30670856 at this location effective 10/29. Advised he must send over 2 forms of identification since positive identification comes up as fraud and they provided SAM information.  On 11/23/16 we received Mr. [redacted] NYS drivers license and social security card and service was established in his name as of 10/29/16 at [redacted], NY 14215 under new account #[redacted].   Let me know if you need anything further. Thank you   Jennifer [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.
Regards,  [redacted]