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 belowAt this point, we have purchased the Sense device, which has continuously measured the kWh usage used We will continue to monitor what we use verses what our solar panels produce We continue to see that National Grid is not providing the correct amount of kWh credits We only use kWh a month and we produce well over 1,kWh a month We plan to submit a yearly report showing the details and proof of this information to our Attorney I would advise anyone who is installing solar panels to ensure that they are accurately keeping track of what the residence uses versus what that the solar panels produce The Sense device is great for keeping accurate, professional and data log information to provide proof of this information Regards, [redacted]

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-No functionality issues where found with this meter There is nothing more we can doWe 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 meterMark S [redacted] Customer Satisfaction & Regulatory Compliance

In regards to Revdex.com complaint [redacted] , The customer has not made a payment since 8/10/and that was to have service restored for non paymentThe customer has refused numerous payment agreementsWe did a financial statement 11/8/with customer to see if customer qualifies for our minimum payment agreement which is no down payment and then spread the balance at $per month with regular billThe 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/at 8:am, the phone says mailbox full, I will leave a note on their account with the following options should the customer call back1) customer can follow up and send documents for the above planOr 2) as a courtesy we will offer the next up agreement of $down payment by 11/22/(which by the customers comment she was asking for 11/17) and the balance spread over months with regular bill, Either agreement must also SIGNED and RETURNED to be accepted I hope this helps Sincerely Mark Customer Satisfaction

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-to determine what payment options are available Connect orders are fulfilled within business days of oral or written applicationIf 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

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 usageThe customer is using well over 2,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 periodAs 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 $due by 01/26/and installments of $plus the current monthly charges When the customer called National Grid on 02/02/16, he was advised $was due by 02/03/ Our records indicate that a payment of $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/ If I can be of further assistance, please contact me at 1-800-303-X- Thank you

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 (Oct) suggested to change that to either (March) or (April) final decision was hersEmailed 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 to 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 SBuccina Customer Satisfaction & Regulatory Compliance

Dear [redacted] :I contacted the customer and went over the usage at this address from previous tenants, explained to the customer that with electric heat the winter bills tend to be high since the usage increasesThis is the customers first winter at this addressThe customer has set up budget billing to level out the billingThe customer has a better understanding of her billing and was advised to make sure she applies for [redacted] assistance if still at the address next winter.Sincerely, [redacted] ***Customer satisfaction & Regulatory Compliance

After extensive researching through billing issues, I advised customer we will be removing $from his accountAnd send a corrected statement when complete Thank you Mark

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 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 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

This letter is being sent in response to the above referenced customers complaintI did review the account and the service orders I found the following: On Saturday l 0/31/owner/LL [redacted] called and applied to have the gas and electric connected at [redacted] ** ***, The order was scheduled for Tuesday 10/5/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/I reviewed the remarks on the order by the field representativeShe indicated she was unable to gain access to get to the gas equipment on 10/6/She spoke with the tenants on the 3rd floor andwas advised the tenants for the first floor were not homeA 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 nameA card was left at the address for someone to call National Grid so the order could be rescheduledNational Grid is required to inspect all gas equipment when connecting any gas meter and it isrequired that someone be present for safety reasonsOn 10/6/the owner/LL called and another order was rescheduled for the earliest day of Thursday 10/8/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 requestNational Grid does everything they can to accommodate our customersUnfortunately the schedule does fill up quicklyIn this case the order was completed on 10/8/@ 7:31pmNational 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 4pmIf the order is not able to be completed it will roll over to the next day" In this situation this is what occurredI do apologize for the delay in connecting service at this addressI 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 powerIf I can be of any further assistance please contact me Monday through Friday between 8am-4:30pm at 1-800-303-ext Sincerely, Rhea Customer Service Representative Customer Policy & Satisfaction

I spoke to Mr. [redacted] who said he mailed in a money order in November that never posted to his account. However he doesn't want to provide National Grid with a copy of his receipt of the money order. He stated it was our problem to find it and he shouldn't have to do anything. Mr. [redacted] told me to go... find his payment myself and he shouldn't have to provide proof. Mr. [redacted] can only make cash, credit card or debit card payments due to returned checks on his account. He went on how incompitent N.Grid is and said he will call the Post Master & hung up.

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 $as they refused a paymentIf 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]

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 When I called to speak with someone about this issue I was told that there was no change to the utilities and there was no record of my prior phone callI therefore paid the following to the still existing account in my husbands name: $5/10/16$4/13/and over $to keep that account turned on when they could not find my other paymentsThese amounts need to be credited to the account that is apparently now in my nameThere was no notice sent to me that closed the account in [redacted] 's name and the last person I spoke with had no record of there being a new account which would be "read" with all of these dates of service! There have been repeated billing errors that are consistently screwing up both of these accounts Regards, [redacted] ***

Hi Beth In regards to Revdex.com complaint # [redacted] I spoke to customer and researched calls, on 4/in the am, customer was advised due to restore agreement, then later that day 4/pm, customer was advised could actually restore with $and the pay the $by 4/8, days later ,and was issued a 72hr notice, so not the 19th as customer stated, as a courtesy I offered to take the $down payment now and we will roll the $back into a pay plan, to restore a plan over possible customer confusionAlso National Grid does send medical forms to Physicians, we cannot solicit doctors to fill out medical form , if they've told the customer/patient they will not The customer is satisfied with the new agreement Thank youMark Mark SB [redacted] Customer Satisfaction & Regulatory ComplianceNational GridErie Boulevard West, C-3Syracuse, NY

Consumer filed duplicate complaint with new desired outcome:Desired Resolution: Contact by the business select Desired Outcome: I expect an apology, and confirmation that this will NOT happen again. ON Tuesday, January 2nd I had received a robocall ( ROBO CALLS ARE ILLEGAL IN NYS)... from National Grid stating that they were the collections dept and calling about my past due bill. I called back to find out that they had me in collections on a bill that had already been paid 4 days earlier (before / on the due date). When I called I was transferred to different depts as I demanded to speak to a manager / supervisor due to the fact I AM NEVER LATE ON MY BILL! and was unsuccessfully transferred to a NON-ENGLISH speaking person in a dept that had nothing to do with the collections. "Customer Service Rep" after customer service rep knew NOTHING as to why I even called, they could not even advise me as to why I was put in collections. National Grid really should pull the calls from recordings and take a look at what awful service the provided me.

Revdex.com: 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]

Our records indicate that the customer was previously on Direct Voucher where the Onondaga County Department of Social Services was paying her bill Once the voucher was cancelled, the customer was given a new account number The customer continued to make payments using the previous account number She contacted the company and was advised of this several times I have reached to the customer and advised her payments have been transferred to the correct account and, the payment agreement has been reinstated I also advised her that her account number has changed However, I did not get a chance to explain the reason as Ms [redacted] stated she was at work and would have to call me back

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 belowThe fence was on my property not my neighborsThis 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] ***

Hello ***, Customer was reconnected 7/6/and was given a minimum payment agreement of a month plus their regular bill.I spoke to customer today 7/27/and as a courtesy, removing reconnect fee, for multiple issue's including customer's fax not getting through from county officeThank youSincerelyMark [redacted]