National Grid

In response to [redacted] We spoke to customer and explained how Net metering works and why when she is over generating there is a basic service charge (we maintain lines read meter and bill) also explained only way to get away from that was to cut the service wire to hse and have battery back...

up.  Also saw her Anniv month was 10 (Oct) suggested to change that to either 3 (March)  or 4 (April) final decision was hers. Emailed customer and explained what happens on the anniversary month the kwh is pulled off the account and converted to $dollars and applied to account within 30 to 60 days as a general credit, also emailed how to do a one time change of the anniversary month.  Customer was satisfied after speaking with her.Thank you  Mark S. Buccina  Customer Satisfaction & Regulatory Compliance

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.
I was directed to pay to.the outside collections when indeed I.could have paid directly to them. When I spoke with a customer service rep she was rude, inconsiderate and yelled that it wasn't her job to verify my payment was made! I was out of power for 8 full days. If I was giving correct information I would have been able to have it corrected sooner. Totally unacceptable. 
Regards,
[redacted]

I am writing as I have tried reaching you numerous times at the phone number you provided in regards to your request for a letter on transferring service to another address.  National Grid can not deny a customer from disconnecting service from one premise and requesting service at another...

premise.  Any outstanding balance from other National Grid accounts will be transferred to the new location.  When a customer receives there final bill from the previous location, they should make payment in full immediately or contact Collection Services at 1-800-443-1837 to determine what payment options are available.  Connect orders are fulfilled within 5 business days of oral or written application. If I can be of any further assistance please contact me back directly at 1-800-303-0568 ext 7063 M-F 8-4:30.  If I do not hear from you, I will consider your inquiry has been resolved.  Sincerely,  Jennifer  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.  I absolutely did contact National Grid!  I was on an eviction and was out the latest March 2!  I contacted National Grid upon the arrival of the marshall as I was clearing all items out.  The weather was grat and we had flashlights.  I was under the impresion that all was off until a friend of the family had rode by the house 2 weeks later and advised lights were still on.  I called once again and was advised that they were off, then they weren't, then I needed to be there.  This may have been the dates that National Grid claimed in their response.  I was there all day and there was no excuse why they were not off on the date that I requested.  I was dealing with a very trifling landlord and would have never left anything on for her. I have even notified national grid that I can go back and get my call logs I believe, the eviction warrant, new lease, etc.  I was definitely in my new apt. especially because I started a new job and the start date was delayed due to the move. I would like the account to reflect the back date of March 1 or 2, 2012, to be the shut off and produce a proper final bill "in writing".  No final bill was ever received to begin with.  I had received a call from National Grid in the past.  The balance provided via phone is not even the same as National Grid's response!  No bill ever received but when new service set up at current address is when I was advised that there was money due from a prior account.  I have also requested a supervisor call back and still no call back.  I spoke with Katelynn, customer service rep, yesterday.   Regards,   [redacted]

Spoke to customer's wife [redacted].  She states documents faxed on 05/10/16 to 315-477-7607.  Advised [redacted] she was told previously that was incorrect number.  Advised to fax info to 315-460-9522.  Once the information is reviewed, the company will determine if the customer...

qualifies for a payment agreement and/or a medical hold.   Thank You

Following is the information for the above referenced case.  I tried reaching him three times and today I called Mr. [redacted] again at ###-###-#### and left a detailed message on how the budget works. Advised in the message that the budget may adjust itself every 3 months based on the usage...

at the address and to get the deferred balance as close to zero as possible in order to start the new budget year which is August for Mr. [redacted]’s account.  Advised any further questions to contact me back.  Let me know if you need anything further.  Thank you   Jennifer Z. Customer Satisfaction & Regulatory Compliance National Grid

[redacted] called to say complaint is resolved, it looks like they fixed it.

I have been unsuccessful in contacting you by phone. Because we have not had an opportunity to speak, this letter is in response to your case ID [redacted] filed with the Revdex.com, Inc. I have enclosed an account activity statement for your review of your payment history with National...

Grid. If you find you have any payments that have not been applied. Please forward a copy of your canceled check to fax number [redacted], reflecting the payment was removed from your bank account.  If I can be of further assistance please contact me at [redacted] extension [redacted]  Sincerely,  Barbara   National Grid  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.   Regards, 
[redacted] my electric service was turned on on the  10th of march, I was given an appointment between the hours of 4 pm to 8 pm on the 10th of march to have my phone on that the technician will call to turn on the gas and no one called me, I called them back on the 13th of march, they give me and appointment that they will turn the gas on on the 14th the technician called me up yesterday and said that he will change my appointment to the 15th of march that he will call me 15 mins ahead before he shows up there, as of right now I still don't have gas connected to my home, im using the stove for heating. im satisfied to a high extent that I receive power but. this business is terrible when it comes to customer satisfaction. I wish there was another utility provider and I would have never deal with them again for life. Consumer also provided verbal response: that business now does not have a connect date for gas as they replaced gas line from low pressure to high pressure and the cut the gas from the street. they need to turn gas on for us to have heat.

RE: Complaint...

ID:[redacted]Please be advised that Dawn [redacted] did not solve my issue with my credit reporting from National Grid.  She is lying because I already deleted the account from my credit report. Please allow me to state that she did not resolve the issue, that is wrong for her to lie. She is stating for me to wait 90 days for item to be removed from my credit report when I have proof that it has been deleted.   For consumers and My sake, I would like the truth be told. The outcome she is stating is a lie. The item has already been removed and I did it myself. Please make the proper corrections or allow me to speak the truth of the real outcome.   I have already stated that I resolved the issue and for her to come back and say that she resolved the situation...it is a lie. Thank you,  [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.  There needs to be changes in the way this tax payer subsidized organization operates. First, their response makes it seem that I have options that don't have  cost that steers me in a certain way. For example, I chose paperless statements because they charged me $1.25 per paper statement. Second, their statement that I have to choose an end date. I question, why must I choose? But if I choose the other option that does not require an end date I must pay almost a month in advance. This should not be acceptable. With regards to the phone calls they continued for a week after my complaint.  Noticed the response said they can't be changed. Really? They record all customer contacts they need to go back and review all my conversations during the week. Everyone of them said they did not know why I continued to receive phone calls. Yet my day was interrupted everyday sometime twice a day during that time. So no their response is not sufficient. There needs to be changes.   Regards,   *. [redacted]

National Grid has contacted Stevens Business Service and had your account removed from their agency and any negative credit reporting will be removed also, you should receive a letter from Stevens Business Service advising you of this. We apologize for any inconvenience this may have caused you. If...

I can
be of further assistance you can contact me at [redacted].Sincerely, Susan   Customer Satisfaction & Regulatory Compliance

This letter is in response to case #[redacted] filed with the Revdex.com, Inc by [redacted].   Review of Mr. [redacted] account reflects the payment of $14,743.00 was returned to the bank account that the funds were drawn from. It was also advised if any fee’s occurred due to this...

payment, to please forward a bank statement reflecting the charges. This would be required and needed to complete any adjustments/credit.  If I can be of further assistance please contact me at 1-800-303-0568 extension [redacted]. Sincerely,  National Grid

Regarding Revdex.com complaint [redacted] we have done all we can do, we tested our equipment back in April see below emails.  Old Net meter number [redacted]; the test results were within the National Grid guidelines for accuracy of 99.5-100.5, and also the meter was well within the Public Services...

Commission's guidelines for accuracy of 98.0-102.0. No functionality issues where found with this meter.  There is nothing more we can do. We have verified our equipment (original net meter [redacted]), anything after that point is the responsibility of the home owner.  Also sent the attached emailed on April 19th  prior to testing the meter. Mark S. [redacted] Customer Satisfaction & Regulatory Compliance

This letter is in response to case #[redacted] filed with the Revdex.com, Inc by [redacted] regarding calls he received from National Grid.   To maintain customer confidentiality and to protect customers’ accounts, our Company policy requires a customer to confirm their identity...

when they wish to obtain information on their account(s). The customer of record would have to add any additional party  to their account as a secondary if they wish information to be given to a additional party. Landlord’s are not privy to National Grid’s customers information.  As National Grid requires access to all meters. When an account holder is placing an order they are advised access is required, and do have the choice for a call ahead appointment.  If an account holder does not have access to their meters they may coordinate with their landlord directly, and/or provide phone number, name to contact prior to appointment and National Grid will call ahead to access controller. It is account holders responsibility to contact landlord/access controller to advise they have scheduled a appointment and requested them to be contacted.  Mr. [redacted] contacted National Grid customer service and was advised no service orders were pending at any addresses he has in his name. He was advised National Grid can not provide information regarding his tenant’s direct account(s) but may want to check with tenants to see if they provided his phone number for any orders.   National Grid  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.
National Grid set up payment arrangement and did not on our payment  arrangement that was made by a new customer service representative therefore they declined a payment from the customer and to my knowledge in a court of law this is a denial of payment from the customer and therefore I would like the bill taken down to $0 as they refused a payment. If there is any further question please call me at [redacted] there is documentation of this on file with National Grid and was never attained by me the customer    Regards,  [redacted]

In regards to Revdex.com complaint [redacted], The customer has not made a payment since 8/10/17 and that was to have service restored for non payment. The customer has refused numerous payment agreements. We did a financial statement 11/8/17 with customer to see if customer qualifies for our minimum...

payment agreement which is no down payment and then spread the balance at $10 per month with regular bill. The customer does qualify for that if customer sends in pay stubs and other documents needed to prove income and expense information given us is correct, (We must verify information per HEFPA rules) the customer would then need to sign and date and return the agreement before we can activate it.  I tried to call customer 11/9/17 at 8:44 am, the phone says mailbox full, I will leave a note on their account with the following options should the customer call back. 1) customer can follow up and send documents for the above plan. Or 2) as a courtesy we will offer the next up agreement of $110.41 down payment by 11/22/17 (which by the customers comment she was asking for 11/17) and the balance spread over 7 months with regular bill, Either agreement must also SIGNED and RETURNED to be accepted I hope this helps  Sincerely Mark   Customer Satisfaction

I want you to know I called this customer and left her a detailed message with my name and direct phone number. I also advised her National grid does not provide energy audits and explained she can call NYSERDA. I also advised her the electric summer usage would be the  air conditioner and or...

fans. The gas usage is consistent.  I advised her I will mail her a 2 year activity statement as well. See attached statement.  She most likely will not be satisfied however, I see nothing wrong or alarming with her usage and the pattern. I hope this information is helpful. Karen

This customer contacted National Grid on 5/12 stating he wanted to pay $267.20 – however this customer’s check was sent to National Grid in the amount of $26720.00. He was told that we are not able to send him a refund check unless he provides National Grid with a bank statement showing the money...

cleared his bank account.  OR he can wait the 14 day’s for National Grid to process a refund check. This customer still has not provided the paperwork needed for National Grid  to refund the money. Closing this case as satisfied Because this customer has been given this same information along with the fax number and e-mail address to where he can send his paperwork. Customer has not sent the information to us as of today.  I hope this information is helpful. If you need anything further- please contact me.. Have a good day!     Karen

This letter is in response to your complaint filed with the Revdex.com, Inc regarding estimated meter readings on your electric meter. I have researched your account and found we have not estimated your meter reading for over 3 years the company does get an actual reading each month.We...

read your meter with an automated meter reading system that allows us to collect an actual meter reading without entering your property to read your meter. Meters are read by simply driving a vehicle down your street using very short-range radio frequencies similar to a garage door opener. Each meter has a unique identification code. The reading on your meter is transmitted through radio frequencies to a piece of equipment in the van. It is not necessary for our service department to physically access the meter.If you have any other concerns you can contact me at ###-###-#### I am in the office Monday thru Friday from 8:00am to 4:30pm.Sincerely,[redacted]Customer Satisfaction & Regulatory Compliance