National Grid

To who it may concern: In response to my complaint against [redacted] , which is attachedMy number is listed there in my complaint, so I don't know why National Grid is saying no valid phone numberMy number is [redacted] My complaint should not be closed The matter is not that I can't pay my bI'll or that I need a payment plan because I don't The issue is the service fee there charging the public for bring gas/electric into the home Please contact me, [redacted]

Hi [redacted] - I did fax this to you but I guess you did not receive itNational Grid is unable to put the kwh credits back on the customers account as requested per our tariff [redacted] was offered a service guarantee which he kindly declinedI advised that we submit our tariff to the PSC and they are the ones that approve or denyHe stated he will be going back to the Revdex.com and keep up with his complainingAlso National Grid did change the anniversary month from August ( ) to April ( ) per customer requestProcessed One Time Anniversary Month Change If you need anything elseLet me knowThanks! Karen

The customer spoke to National Grid Consumer Advocate Michele [redacted] on Friday, who did accept the $to have the service turned back on and the power was restored at 5:19pm on FridayThe customer did sign a new deferred payment agreementThe customer missed her August payment and needs to remember to pay her bill on time every monthThe customer’s balance before the most recent payment was $1,The customer has only made payments this yearDSS did make a payment for the customer in JuneThanks! Greg

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 belowThey called once last week after we had left for vacationI submitted their proper paperwork a month ago to themI am on vacation in Jamaica until Saturday I will contact Kathy when I am back in the US next weekI'm not sure what other information they need over the phone from I submitted a receipt from the fireplace repair company and an explanation of what occurred in writing already Regards, [redacted] ***

Dear Ms [redacted] This letter is follow up to your contact with the Revdex.com regarding your service being shut off for nonpayment and you paying the past due bill of $ I tried reaching you on the phone number you provided and we were unable to speak Upon review of your account, your service was shut off for nonpayment on 5/17/@ 2:21pm You contacted us at 4:02pm and paid the $and a cut in order was issued Service came out to the location and there was a load on the meter Due to safety concerns service can not turn on service You contacted us on 5/18/@ 3:54pm and a new cut in order was issued Your hours does begin again at that point We completed the cut in on 5/19/@ 10:10am within the hour time frameYour account is current and the balance of $is due by 6/17/ If I can be of any further assistance please contact me back directly at 1-800-303-ext M-F 8-4:If I do not hear from you, I will consider your inquiry has been resolved Sincerely, Jennifer National Grid

The information received from you does not match with the actual customerThe name of [redacted] with the address of [redacted] does not match with anyone in our systemWe traced the customer with the phone number and email address providedI 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 customerThe customer lives at [redacted] ***An account number of [redacted] was an original account number established for this customerShe 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 paymentOnce a lapse in time occurs once a service has been turned off, the account will become finalA new account number is established once arrangements are madeThis 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 reestablishedNational Grid has made several attempts to discuss this situation with [redacted] but she has been unwilling to discussShe 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 returnedDates National Grid show as checks being returned are 7/31/and 9/8/ [redacted] was aware of this as she indicated to me that the returned checks were her husbands faultShe 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 $was posted on her old account numberI have transferred the money to her correct account numberThe customer has indicated that National Grid refused to take her moneyNational Grid never refuses to take a customers paymentWhat did occur was that she was set on an agreement and did not keep to that agreement and it defaultedA down payment was required and was not the original requested amount due to the defaulted agreement Her billing for account [redacted] from February 2015-March 16, shows she was set on an agreement to pay $plus her current bill of $The total of $was due 4/11/The customer never made that paymentOn 5/22/the customer paid $but was not on any active agreementShe was offered another agreement on 6/19/with an amount of $due by 7/1/She never made that payment and was terminated on 8/13/for lack of paymentNational Grid will send a bill each month and the amounts will be different each month due to a current bill being added to a previous billPayments received and applied toward the customer's account of [redacted] (2nd account number established after her first termination of service) are as follows: 11/18/14-$(DSS payment reestablished her account), 2/19/15-$(Emergency HEAP payment), 5/22/15- $(customer payment)The customer has set herself up on our Website to receive bills via e mailUnfortunately 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 occurNational 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 customerIf 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

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] ***

A representative from National Grid that is familiar with this program has called Mr [redacted] and left a message for him to call her directly Per information obtained from her, Mr [redacted] is on our list as eligible to receive the incentive and those payments went out earlier this month She is going to verify that their e-mail on file is correct and if they haven’t received it she will reach out to our vender to have them re-issue the incentive paymentIf you require any additional information, please contact meThank you Teresa AH [redacted] Customer Satisfaction & Regulatory Compliance

This letter is in response to your correspondence to the Revdex.com on April 23, regarding service being set up at your current address in errorAt National Grid our customers' best interests are paramount when it comes to accurate records, safety, identity fraud and confidentialityTo 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)When a customer calls our customer contact center, they are asked to provide their account number along with their Social Security number as identificationThis ensures that we have the most accurate and up-to-date information for every customer.Service was set up for another customer at your current address at [redacted] ***in error on 3/2/You contacted us once your received the final bill for the address and we corrected the service back into your name as of 3/2/There was no interruption in serviceI apologize for any inconvenience you may have experienced and appreciate your patience in helping us to maintain accurate recordsI have provided your account with a $service guarantee credit due to your frustration and inconvenienceI hope that I fully addressed all your concernsIf I can be of any further assistance, please feel free to contact me at ###-###-####, extension ***.Sincerely, [redacted] Customer Satisfaction & Regulatory Compliance

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]

Here is our response Beth: - Spoke with customer today and visited the siteIt appears that the original service repon 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 #triplexToday 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 boxWe didn’t open the meter box to inspect Brett M [redacted] nationalgrid SrSupervisor OH Angola

Good afternoon, I spoke with Ms [redacted] today regarding her now final account with Nationalgrid located at [redacted] ** Ms[redacted] had received a letter from a collection agency regarding the final balance However, after reviewing the account and comparing the date she received the letter to the account recorseems there was a slight overlap as to when the adjustment had been made to the account and when the agency mailed the notification to the customer I explained the account balance is zero and there is no longer any involvement with a collection agency In addition, National grid does not report to any credit agencies therefore her credit remains untarnished I will be reiterating this in a letter to be mailed to Ms [redacted] for her records Thank You L *** Nationalgrid, LI

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]

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]

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] * [redacted] We will either need to know the name of the person being reported if not [redacted] * [redacted] or a Social Security numberThanks in advance.Gregory L***Senior Supervisor - Customer Satisfaction & Regulatory CompliancenationalgridErie Blvd WSyracuse, NY

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] they stated that they will not make any changes to the delivery charges and they said they cannot do nothing about so to resolve this situation the state need to step in and resolve this situation for the consumers due to the fact that we live on fixed income and that they do not care nothing about the consumer but what in their pocket they do not come door to do to read the meter why should we pay more for delivery charge for services we are not getting as long as the state allow them to do this to the consumers we will never get this problem resolved I am not here to make National Grid which everyone call them National Greed they need to cut some of that billing for which they are charging people for this ludacris and it will not stopped here until we are satisfied with our billing be lower for delivery charges the more electric I burn the more they charge in delivery and I never see my bill go down I was on the plan with them and they suck me dry and they always said that I owed them money after the month period and I know that last year I reported them and they changed their site up so I know they are crooked and I have my paper to show proof of that my next I will be going to a higher source please keep this information on the site this matter is not resolved until my delivery chages are lowered r

***, National Grid has nothing to addMsK [redacted] made her statement in the initial responseGreg

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 accountWe 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 partyA disconnect can be placed without attorney/estate/executor paperworkThe service/account certainly may be stopped or the new responsible party can apply to take over the utilitiesNational 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

National Grid stands correctedThe information I received from the field was inaccurate about the owner of the home at [redacted] NY [redacted] is the ownerGreg ***

This letter is in reply to the recent complaint which [redacted] filed with the RevDex.com, Inc and National Grid policies and procedures of connecting service. When a customer is applying for service it is important to contact National Grid prior to moving into a... premise to ensure their service is active and ready for their use on the day they are anticipating their needs for service. This is necessary as required documentation may be neededand must be fully completed prior to a scheduled order. The Company does not schedule these types of orders as a same day service, but does comply with HEFPA Law 11.3 (4) which states the Company is to complete application from any applicant within the required five business days of receipt of a completed application of service. Mrs. [redacted] completed application was received on 5/19/16 and service was connected on 5/24/ 16. I hope this helps to answer your questions regarding this matter. Sincerely, National Grid Customer Satisfaction & Regulatory Compliance