National Grid

Following is the letter that was mailed to the customer 6/27/16 since I have not been able to speak with Mr. [redacted] since our 6/21/16 conversation.  6/21/16 @ 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 credited. Advised I will contact him back once completed.  On 6/24/16 @ 10:01am I called 518-338-6390 and the voice mailbox was full and I was unable to leave a message. Called 518-585-9312 and was a work number and person says he's not in today. I 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 overnight. Payments & Controls can not process until receive back of check. At 15:13pm I called 518-338-6390 returning Mr. [redacted] call and again was unable to leave a message due to mailbox being full. Today 6/27/16 I mailed a no contact letter advising that we have the front of check and receipt from being overnighted. We still need copy of back of check in order to process missed payment. I put a courtesy 30 day hold on the account for Mr. [redacted] to get the copy into us and have processed.      Jennifer [redacted] Customer Satisfaction & Regulatory Compliance

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

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 response took almost a month, which is beyond unprofessional, as well as the fact that email response was just a bunch of NON_MEANING words on email, first of all my complaint deal with the fact they put me in collections, 2nd it is ILLEGAL in NYS to use a ROBO caller, I do not care how many customers they have the issue I care about is mine!.  They had no clue as to why they even called me when I called back, I was transferred to one mn after another on the phone for almost an hour with NO ONE able to give me why they called, the fact I paid on time and ALWAYS do is what they should be concerned with and go from there!!!  It is beyond frustrating when not even an apology is offered just for good customer service but I am an EXCELLENT customer and I do not have a choice in my electricity I am stuck using them.  I have notified the AG in NY re: the robo calls as well as the bureau on utilities regarding the horrible customer service and the illegal collections call. I can only assume that you the Revdex.com will do nothing more but close out this case without making them held accountable.  I do request that this be published so that others can see the stupid unprofessional response I received!  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. The call initially made was in the morning regarding my house only having half power. The electric company did not even look at the lines and instead left my house at half power and only put on a door tag. A line crew came out in the evening and stated that my line running from the roof to the meter box is completely fine and the issue was the line running from the pole to the house. At this point they replaced the line. There is obviously a miscommunication among the workers as they tried claiming the lines were damaged by a tree which has never occurred! I spoke with the line supervisor and in our discussion he even stated the line did not need to be replaced. So I want the tag removed, the harassing letters to stop, and these conversations where the company's workers recorded to end this disparity where I am being told it does not need to be replaced yet I keep receiving letters or notifications that it does. Why do the workers continuously change their stories? The only hazard was their line running from the pole to the house. I even sent the pictures to the line supervisor validating my claim.  Regards,  [redacted]

In regards to Revdex.com Complaint #[redacted]- I called customer and it sounded like fax machine picked up, Service was restored to commercial account here 10/14/17 which I take it provides some service to this customer’s unit, neither the last account or new commercial account are in this customers name,...

this is a landlord tenant issue, The new commercial applicant had a delay in getting their paperwork in so that caused the delay in getting service back on, also if the previous customer here wanted service off in their name, we can not make them keep it on, The customer should talk this over with the landlord so there is no interruption of their service in the future. I hope this helps  Sincerely Mark  Customer Satisfaction & Regulatory ComplianceNational Grid

Mr. [redacted],You are currently in default of your current payment agreement that was set up earlier this year. I am having one last payment agreement mailed to you for $20.00 per month in addition to your regular bill. Please sign, date and return to the payment agreement before 10/30/2015. If you don't stay current on your monthly payments, we will no longer have any payment agreements to offer.  Good luck and Thank you. Gregory Ladd  Senior Supervisor - Customer Satisfaction & Regulatory Compliance nationalgrid

This letter is in response to case ID #[redacted] filed with the Revdex.com, Inc by Mr. [redacted] in regards to payment to account. After review of [redacted] account, I have contacted and left message for Mr. [redacted]. On 6/2/16   National Grid processed payment by phone for...

$580.11. On 6/3/16 the payment $580.11 was cancelled, and therefore not removed from bank account or credited to National Grid account.  If I can be of further assistance please contact me at 1-800-303-0568 extension 7658.   Sincerely,  National Grid

This one was worked and completed.  Customer was shut off for non - payment on 10/12/17 - National Grid removed the meter on 10/19/17 as customer turned it back on. (theft of service) Inspection was needed. Service was turned back on today and customer is getting a $25.00 Credit on the account...

as the company didn't connect within the 24 hours. Total balance is $7697.72. Closing as satisfied. Have a good weekend. Karen

Mr. [redacted] states that he feels the delivery charges are high.  Please be advised that the bill is made up of both delivery and supply charges.  The delivery charge is the cost to bring the electricity to your home.  This charge also includes the basic service charge along with taxes...

and other items that National Grid collects for New York State.  A description of each line item is listed on the back of the bill.  Also, delivery charges are based on your usage. The customer is using well over 2,000 kwh during the winter months.  Therefore, the higher the usage, the more the delivery charges will be.   Regarding the customer's payment plan, it appears that the customer is making partial or no payments instead of the total amount due for the billing period. As explained in the agreement that the customer signed, the total amount due must be paid by the due date or the agreement cancels.  The customer established a payment agreement in January with a down payment of $96.91 due by 01/26/16 and installments of $88.50 plus the current monthly charges.  When the customer called National Grid on 02/02/16, he was advised $177.85 was due by 02/03/16.  Our records indicate that a payment of $150 was received on 03/03/16, which is the only payment the customer has made since establishing the agreement.  Because of this, the agreement has defaulted.  We have made several attempts to contact the customer to discuss his account.  However, we have been unable to reach him and, the only contact he has made with National Grid was the call on 02/03/16.   If I can be of further assistance, please contact me at 1-800-303-0568 X-7256.   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.
The way I was treated was unacceptable. I was shouted at, put on hold for a long period of time and hung up on and I am requested all of my conversations be reviewed for quality assurance.  I will not accept National Grid response because I called in my order at 3pm and my electricity was not restored until 10am the next morning after having to speak with several reps the next day. Customers should not have to wait 5 plus hours for electricity to be restored and I am pregnant with small children in the home is it the same process in the winter on 30 below degrees weather? How in human is National Grid. I originally set up a payment arrangement and was told that my signature was missing and never received the required paperwork to sign to keep the payment arrangements. I am not satisfied with the quality of service that National Grid provides and as a courtesy the tech could of called if the breaker was still on and the rep should of stressed how important it is the breaker should be off to restore service because I was away from the home when I paid. As a customer we should have choices in the companies we choose to provide us service because National Grid does not offer the best service. 
Regards,
[redacted]

August 6, 2015Revdex.com#[redacted],I checked our Customer accounting system and non-utility billing system for all of New York State and New England and there is no record of [redacted]. We will either need to know the name of the person being reported if not [redacted]...

or a Social Security number. Thanks in advance.Gregory L[redacted]Senior Supervisor - Customer Satisfaction & Regulatory Compliancenationalgrid300 Erie Blvd WSyracuse, NY 13202

Although we could not find his phone call on 5/28/15 that customer claims he made, usage did drop off after that date and his lease read end of may. I called customer and advised I will correct and prorate final bill back to 5/28/15 from 8/28/15, customer happy with that. Formula for...

prorating (please correct final bill to 5/28/15 with a gas read of 2976 (3 ccf's for 11days) and electric read of 37104 (87 kwh for 11 days)  per regular reads 5/18 to 6/17 = 30 days , (30 - 238 kwh = 7.933 x 11 = 87.266 & 10 ccf's - 30 = 0.333 x 11 = 3.6666,)

Review of Mr. [redacted] account reflects he was offered payment agreement on 5/1/17 of a down payment of $171.92. Down payment and signed agreement needed to be received back by 5/11/17. National Grid did not receive payment until 5/22/17. As signed agreement and down payment were not received in the...

required allotted time. The payment agreement was considered refused. Mr. [redacted] made payment or arrears. Current balance is current bill only of $216.30 that was just due on 6/15/17. If customer is unable to make this payment he does need to again contact National Grid to request extension or make payment agreement. If I can be of further assistance please let me know.  Thank you, Barbara National Grid Customer  Satisfaction & Regulatory Compliance

The above referenced customer did not apply for service for the address in question of [redacted] until 4/28/15. The service was not in her name prior to that date. The meter in question was turned off by...

National Grid 4/27/15.[redacted] was required to provide proof of residency and pay an outstanding bill of $1093.83 before National Grid would turn the meter on in her name. The unpaid bill was with a collection agency. Once [redacted] paid the outstanding bill the collection agency that held the account was required to notify National Grid that the outstanding bill was paid.[redacted] moved from another floor at this address ([redacted]) on 1/30/15. On 4/28/15 [redacted] advised she started her service on [redacted] on 2/1/15. She agreed she is to be billed for the service from 2/1/15.Once National Grid received confirmation of the payment for the outstanding bill on 5/1/15 the order to connect service in [redacted]'s name was put on the schedule. National Grid has up to 5 business days to complete a request once all obligations are met. The request was completed on 5/5/15.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,[redacted]Customer Policy & Satisfaction

This letter is in response to case #[redacted] filed with the Revdex.com, Inc by Mr. [redacted].If a "non-authorized" person calls in and wants account information on an account (balance, change of mailing address, maintaining direct pay) National Grid can not give them that information or make changes to a deceased account. We need to have the attorney/estate/executor paperwork sent in to us prior to us speaking or providing any information to them.However, please be advised if the account holder is identified as deceased, the account cannot remain in the name of a deceased party. A disconnect can be placed without attorney/estate/executor paperwork. The service/account certainly may be stopped or the new responsible party can apply to take over the utilities. National Grid is only unable to provide specific account information to a non-authorized party as proprietary information would be protected.I apologize for any inconvenience this may cause and appreciate your patience in helping us to maintain accurate records and protect the confidentiality of our customers' personal information.Sincerely,Customer Satisfaction & Regulatory ComplianceNational Grid

This letter is follow-up to our conversation on May 9, 2016 regarding the balance on your account of $571.62. I have enclosed a copy of a statement for your review.  The statement also includes the electric and gas usage at the address since service has been in your name 10/6/15. I sent your...

information to our web master and they emailed you back advising that you were not using an email address as your sign in identification and it is re-directing you to either the Metro NYC site or MA gas site.   They both require access codes.  The web master also advised you to use your email address as the sign in identification.  A customer has to be on the Upstate website and sign in with an email address.  The password is case sensitive and must have 1 upper, 1 lower & 1 number.  You were also advised as to how to reset the online access.  If you would like us to reset it, you will need to provide the last 4 of your social security number for verification or you can call customer service at 1-800-642-4272.  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 8am – 4:30pm Monday through Friday or you can always email the webmaster for further online assistance.  If I do not hear from you, I will consider your inquiry has been resolved.  Sincerely,   Jennifer

The issue was, [redacted] was living there under someone elses name and that service was shut off for Non Payment.   National Grid did not shut off service under [redacted]'s name.   [redacted] applied for the service after it was shut off and the service was turned on in her own name on...

5/20/16.  [redacted] was an applicant and National Grid has 5 business days to connect service. Service is on and she should be satisfied.     Have a Great Weekend!   [redacted]

I spoke to [redacted] on 6/9/15, the total balance is $1263.42 and I sent a new payment agreement with no money down and monthly installments of $52.64 per month and to sign and return the payment agreement by 6/19/15 as a one time courtesy- customer understands the next reading is 6/30/15....

Customer was satisfied.

Although we could not find the customer's request to disconnect service on our website on 2/16/16 for 2/27/16 that customer claims he made, usage did drop off after that date. I tried to call customer and advise.I will correct and prorate final bill back to 2/27/16 from 3/25/16 Formula for prorating...

(please correct bill final to 2/27/16 with a read of 61263, per previous bill while customer was here of 665 kwh's divided by 32 days in that bill comes to 20.781 per day X 11 days from 2/16 reading to 2/27/16 out date , thank youThanks    Mark S. [redacted]

The customer spoke to National Grid Consumer Advocate Michele [redacted] on Friday, who did accept the $517.81 to have the service turned back on and the power was restored at 5:19pm on Friday. The customer did sign a new deferred payment agreement. The customer missed her August payment and needs to...

remember to pay her bill on time every month. The customer’s balance before the most recent payment was $1,707.05. The customer has only made 2 payments this year. DSS did make a payment for the customer in June. Thanks! Greg