National Grid

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

This is in reference to your recent inquiry to the Revdex.com regarding a request to correct your credit report It is considered a violation of federal law under the Fair Credit Reporting Act for National Grid to retract accurate information from a credit file The information we provided was accurate because, at the time of reporting, you did have a past due balanceYour payment in the amount of $was received on 06/08/and, the total balance owing on your account at this time is zero Per the Fair Credit Reporting Act, once the company reports a delinquent account to the Credit Bureau, we must continue to report the account monthly until the past due balance is paid in full Reporting routinely takes place when an account has been between and days of arrears If a customer goes on a payment agreement, it is noted on the customer’s credit report that they are on a payment plan Once the account is current, it takes between and days for your credit report to update They may not update their records for or more days The balance will continue to show on your credit report for several years that you owed this money and it is now paid in full If you have additional questions regarding your credit file, please contact Experian on the National Grid dedicated line at 1-877-456- I hope this will bring resolve to your concerns and, if I can be of any further assistance, please contact me at [redacted] ext Sincerely, Teresa National Grid Customer Satisfaction & Regulatory Compliance

February 26_ 2015Revdex.comBryant Woods SouthAmherst, NY 14228RE: [redacted] ID # [redacted] Dear ***: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 accountThe 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 thephoneShe 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 byemailJoanne complied.As of 10/28/Joanne made an agreement with the customer to make payment of $on11/3/and a payment of $by 11/30/She also advised the customer to apply for Heapfor her primary fuel.An agreement will be made after the customer makes these paymentsIn 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

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 Originally I was told that the amount in question of $was added to my December bill because I didn't pay my October billThe original document they sent me shows that indeed my account was not credited as being paid for the month of OctoberThat document is attached along with a history of bills received and payment dates and amounts paidNow I have received a totally different explanation of the amount in disputeAttached: National Grid Bills, My payment history in question and National Grid's original statement showing non-payment for OctoberThank youRegards, [redacted]

The following is the information from the above referenced case – The total amount owing $Defaulted minimum payment arrangement 5/23/Has had (4) refused & (1) defaulted priorLast updated financial statement 6/26/reflects negative -$and has been confirmedNeeds $to reconnectMs***’s last payment was 5/8/and has only made (7) in the last yearNo HEAP assistance this year since regular HEAP applied to propane & didn’t apply for Emergency Advised will accept payment of $to turn service back on as one time courtesy, seek assistance or try for medicalStates she will call collections to pay Advised will use minimum agreement on file and advised of hour rule and main breaker to be off Ms [redacted] called back in to say she paid $online confirmation #at 1:30pmAdvised nothing noted on the accountMs [redacted] states she has medical condition at home with her son and needs power on as soon as possibleAdvised I will issue as a courtesy but if the $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/at 2:55pm Jennifer Z***Customer Satisfaction & Regulatory ComplianceNational GridErie Blvd W., C-3Syracuse, NY

Below is follow up to Mr***, the landlords, complaint: On 7/25/ [redacted] ***, mother and secondary, called in to cancel account for her son, [redacted] , she was advised to contact shared metering at 1-800-896- She was advised by the shared department that only the tenant can request a disconnect and he will need to call backShe advised that he didnt end up moving in thereOn 10/28/there was an automatic connect order completed on the web for Mr [redacted] which automatically disconnected tenant, [redacted] 's, service as of 10/29/ On 11/22/Mr [redacted] was contacted to send in positive identification fraud for this meter #at this location effective 10/Advised he must send over forms of identification since positive identification comes up as fraud and they provided SAM information On 11/23/we received Mr [redacted] NYS drivers license and social security card and service was established in his name as of 10/29/at [redacted] , NY under new account # [redacted] Let me know if you need anything furtherThank you Jennifer [redacted] Customer Satisfaction & Regulatory Compliance National Grid

Attn: [redacted] In response to the missing information needed for my claim, the desired settlement, I wouldn't mind being refunded a portion of or the $I had paid them due to major inconvenience they caused meI also would like an explanation as to why the electricity had not been put into my name which plate a large role in the cause of this major disruption and I think an overall explanation as to why this was handled in this wayAn apology as well could go a long way.I hope this answers the remaining questions required for my filing.Please contact me at any time if further is needed.Thank you, [redacted] [redacted]

Mrs [redacted] provided a resubmission regarding the rebate for the updated invoice on March 24th but the required BTUs were still missingReview finds that they provided the BTUs over the phone on April 12th which was the last information required however the programmable thermostats no longer qualify after MarchMrs [redacted] was contacted and advised the amount of the rebate will be sent to her as an exception and to allow 1-weeks to receive checkIf I can be of further assistance please let me know Thank you, Barbara [redacted] Customer Satisfaction & Regulatory Compliance National Grid

This letter is in response to case # [redacted] filed with the Revdex.com, Inc by *** [redacted] in regards to his usage consumptionI have been in review of Mr [redacted] account, and have found all meter readings obtained have been actual meter readings, and accuratePer Mr*** review with National Grid representatives he advised he was in use of space heaters during a remodel of his homeSpace heaters are high users of energy, and would increase usage over winter months as Mr [redacted] account reflectsNational Grid as a courtesy did change the meter on 6/30/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 periodNational Grid can not tell you how you have used the electric as that is not something that we are able or required to monitorNational Grid is only responsible for bringing the service to your meter and our equipmentHow the service is used in your home is under your control and is your responsibility Sincerely, National Grid Customer Satisfaction & Regulatory Compliance

Discussed with Ms [redacted] her concerns of getting service in her name and the frustration with numerous representatives and being advised incorrectlyConfirmed that we did end up doing same day service and she said only because the last person understood all that was done incorrectly and did as courtesy Advised I would also provide a $service guarantee for the number of times she had to call in order to get the connect completed Ms [redacted] understands and is satisfiedLet me know if you need anything furtherJennifer Z [redacted] Customer Satisfaction & Regulatory Compliance National Grid Erie BlvdW Syracuse, NY

I contacted Mrs [redacted] this morning and confirmed with her the following: Confirmed with Mrs [redacted] that we reviewed their Revdex.com complaint and have processed their request for the $refund check Advised it has been processed and they should have within 10-days Advised any further questions to contact me back Mrs [redacted] was satisfiedPlease let me know if you need anything further Jennifer ***Customer Satisfaction & Regulatory Compliance National Grid

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 collectionsAs a result the service was disconnected for non-paymentAfter 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 homeIn 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/at 9:08am within the required 24hr timeframe.Sincerely,National GridCustomer Policy & Satisfaction

Following is the letter that was mailed to the customer 6/27/since I have not been able to speak with Mr [redacted] since our 6/21/conversation 6/21/@ 11:19pm I confirmed with Mr [redacted] that the front and back of the check is scanned to the account and payment processing in looking into getting the account creditedAdvised I will contact him back once completed On 6/24/@ 10:01am I called 518-338-and the voice mailbox was full and I was unable to leave a messageCalled 518-585-and was a work number and person says he's not in todayI put a note on the account stating to please advise Mr [redacted] we need a copy of back of check faxed to [redacted] my direct fax Since we received a copy of front and reciept for overnightPayments & Controls can not process until receive back of checkAt 15:13pm I called 518-338-returning Mr [redacted] call and again was unable to leave a message due to mailbox being fullToday 6/27/I mailed a no contact letter advising that we have the front of check and receipt from being overnightedWe still need copy of back of check in order to process missed paymentI put a courtesy day hold on the account for Mr [redacted] to get the copy into us and have processed Jennifer [redacted] 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, On 03/11/a bill in the name of [redacted] was mailed to [redacted] in the amount of $ This would indicate to Ms [redacted] that she has a new account as the number and balance were differentAt 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 agencyThe account starts in a Primary agency for months, then moves on to a secondary agency for months, then tertiary agency for year then lastly a trigger agency for the remaining time until the balance is paid or the statute of limitations hitsSo, this particular account was sent to the primary agency, RUI from 4/21/til 12/6/and then we sent it to NRA on 2/10/til 2/17/ However since the customer was paying RUI, National Grid was not notified by RUI that the account was paid in full in a timely mannerThe account in fact was paid in full on 10/23/15.If you require any additional information, please contact me Thank you

Hi ***, 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 removedCustomer was charged from 8/5/to 8/23/on new pilot programI 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

- This service has been energized and confirmed with line foreman that this was completed on 3/9/I have sent this to the service deptto 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 outsideThe connect order has been issued for same day to the service deptwith comments stating above info 3.14.2017- The electric service was connected 3/10/The gas service was not turned onNo onewas there for access Kathy M [redacted] Op SupporVEiectric Operating

I was in contact with this customer and then spoke with him in person He was fine with the explanation I gave himHe 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 twiceHence 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 pavedNo actual hole was in the road Jennifer K [redacted] Gas Operations ###-###-####

In regards to Revdex.com Complaint #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/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 arrears2)customer was mail a disconnect notice for defaulted agreement on 4/3/17, on 4/13/spouse called in and was advised was due to restore minimum payment agreement and the current bill of will be due 4-– and the next meter read would be 4/26/customer 4/21/the customer paid the restoral amount for March but the $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/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 researchedMark SB [redacted] Customer Satisfaction & Regulatory ComplianceNational Grid

Good Afternoon, After reviewing the accont and speaking at length with the above customer the account was credited back $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

I contacted and spoke with [redacted] Customer states she does not need assistance with her account and is establishing payment arrangements with National Grid collections department.Barbara [redacted] Customer Satisfaction & Regulatory ComplianceNational Grid