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 belowThe 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 callI 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]

August 5, 2015Revdex.comRE: Revdex.com ID # [redacted] National Grid Account # [redacted] Dear [redacted] This letter is being sent in response to the above referenced customers complaint.I made contact with [redacted] and discussed her concernsI have credited her account $ service guarantee for the multiple times she had to call National Grid to get her issues resolvedI have also placed her buck on her agreementShe is to pay her current bill of $plus $for her agreementThe bill of $is due by 8/22/15.If I can be of any further assistance please do not hesitate to contact me Monday through Friday between the hours of am and pm at [redacted] ***.Sincerely,RheaCustomer Service RepresentativeCustomer Policy & Satisfaction

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/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 futureI hope this helps Sincerely Mark Customer Satisfaction & Regulatory ComplianceNational Grid

Good Morning, I attempted to contact Mr [redacted] a 3rd time and the number provided has been disconnected Therefore, I have sent him a letter, a copy of which I have attached for your reviewIf you require any additional information, please feel free to contact me at ###-###-#### x-***Thank you [redacted] April 25, Dear [redacted] J [redacted] IV:I have tried to contact you by phone regarding your call to the Revdex.com and have been unsuccessful in reaching youOur records indicate that your service remains disconnected due to nonpayment You would need to contact our Collections Department at ###-###-#### and complete a financial statement to determine your qualifications for a payment agreement.If I can be of further assistance please contact me at ###-###-####If I am not available please leave a message as to the best time I can contact youSincerely, National GridCustomer 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. I was not fine with Ms. [redacted] 's explanation. Her alibi that repaving was late because of dependence on the weather was refuted by recalling to her that clear and dry weather of the preceding 2 months. There had been ample time and plenty of good weather. I certainly WAS aware that the gas main leak had caused the digging---two other repairs had been done earlier this summer, one in front of my adjacent property and one 2 doors down. Both had been done efficiently, quickly and completely. She insulted me by arguing that there was no hole. It was obvious to the eye that the crusher had been pounded by traffic and I subsequently measured a depression of 1.25 inches. She further tried to distract me from the long standing hole by telling me that the Village was going to do a total repave of [redacted] *** Ave next year. That's not what my Mayor tells me. The hole is still not closed. [redacted]

This letter is follto our conversation on May 9, regarding the balance on your account of $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/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 upper, lower & 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 of your social security number for verification or you can call customer service at 1-800-642- If you still require assistance, please contact me upon receipt of this correspondence by calling 1-800-303-at ext 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

In regards to Revdex.com Complaint # [redacted] I spoke to this customer back on 10/12/-I called and spoke to customer, customer's service was restored 10/4/at 9:AM(issued 10/2/at 4:pm), I requested a $service guarantee credit for going over the 24hrs, and as a courtesy I also removed reconnect fee of $46.00, customer was satisfied, I hope this helps answer complaintThanks Mark Mark SB [redacted] Customer Satisfaction & Regulatory Compliance National Grid

Greg left a message for Revdex.com on 8/He stated that the information cannot be found after checking with multiple resourcesIn order to really search this, the social security is number is needed

On August 31st I received your concerns, which you had pertaining to your call made by you to our Collections Department, from the Revdex.comI am sorry to hear that your experience was unsatisfactoryAs I advised you September 1st, the LICAP agreement is activeA new bill will generate with the 9/9/meter reading and the LICAP payment of $will be due some time around 10/3/A $credit was also applied to the account due to the payments you made in May and JulyThe account would have been eligible for a $credit each time the payment posted if the account had been established on the LICAP program in April properlyI apologize that you were treated rudely by our Collections Service SupervisorAlthough our representatives do have certain statistics to maintain, we still consider excellent customer service to be our top priorityIf you have any further questions or concerns, or if I can be of any further assistance, please feel free to contact me at [redacted] ***.Sincerely,JenniferCustomer Satisfaction and Regulatory Compliance

This letter is in response to your complaint filed with the Revdex.com, Inc regarding estimated meter readings on your electric meterI have researched your account and found we have not estimated your meter reading for over 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 meterMeters are read by simply driving a vehicle down your street using very short-range radio frequencies similar to a garage door openerEach meter has a unique identification codeThe reading on your meter is transmitted through radio frequencies to a piece of equipment in the vanIt 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

I spoke to Mr [redacted] on 2/19/and discussed with him his concerns of the shared metering and being charged for the electric service for both the 1st & 2nd floorAdvised him once he filed a shared metering complaint with the PSC on 1/19/we are required to put the assessment & apportionment for both floors on hold The days expired on 11/5/and according to shared metering law once it expires if the landlord has not made the exceptable corrections the service goes into their name since it is a non-minimal shared condition for both floors He also wants the credit reporting retracted I advised him we can not since the service went into his name and the bill was not paid, it was reported correctly & the money is owed He stated he would call collections & pay the balances over the phone and the payments have postedI also transferred him to the shared department to have the recheck scheduled for 2/25/at 1pmThe original recheck on 12/17/was not completed due to sewage in basement I advised that if he wasn't happy with the rules of the shared metering he would need to contact the PSC since they oversee the NYState Shared meter law Mr [redacted] was still not satisfied and stated he would contact the Revdex.com back Please let me know if you need anything furtherJennifer ***Customer Satisfaction & Regulatory Compliance

Good Morning, Below is the letter sent to this customer in April, regarding her request for a payment arrangement as well as new service As previously advised, the service is in the name of [redacted] and, per notes on the account, [redacted] is incarceratedThe account at [redacted] RD [redacted] NY was closed on 04/24/and has a remaining balance of $1, [redacted] is not the customer of record and not authorized to do anything on the accountAlso, because the account is now closed, payment arrangements with National Grid are no longer an option If the balance is not paid in full within days of discontinuing the service, the account is turned over to a collection agency and, the customer must contact the agency to obtain payment options Mrs [redacted] has been told all of the above information previouslyOur records indicate that Mrs [redacted] now has service in her name at a new address So, I am unsure how we can further assist her as the issues listed on her previous complaint have already been addressedI have left her another message with my name and phone number if she still requires my help

I am not seeking money reimbursements, I wish to discuss with Executive Management of National Grid regarding their policy to allow individuals to make changes to names of electric meters, without knowledge or consent of Landlord or property owner National Grid removed my name from Meter and allowed a potential tenant who was not given the apartment, to put in their name Friday August 5th I had no power and did not know why - upon further review learned of this event We were to work on apartment Friday and weekend for (other) new tenants and were unable to do so I spoke times with customer service, and still NO WORK ORDER was placed that day to put service in for today (Monday Aug 8), even though I requested such They had documented that I was 'yelling' at them, which is why they refused to do so Today I have no electric still - and no one appeared concerned about this matter, nor would be helpful Order was placed for elecctric tomorrow to return to my name FYI A year ago National Grid came to my new property in Angola, NY and asked if I would be helpful and give approval to cut down trees on my property that were interfering with the power lines I walked property with a gentleman and allowed 8-trees to be taken down I feel I had assisted National Grid at that time, but with this experience, learned that National Grid customer service does not care about customers serious concerns

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. After spoken with Jen, and was going to make the payment online. I decided it would be best if make the payment at the store cash transaction. After I made my payment at Hannaford and called National grid at 4:(ish) to inform of my paymentI was told that since I did not make the payment online or with them and the payment was made in cashI will need to submit proof of receipt that I made the satisfy payment. I told the rep that I can give the transaction number as proofShe insisted that I must submitted the proof via email: [email protected]. I took a picture of the receipt and email it as I directedI told the rep I have a sick child and it would mean a lot to me if I can get my service turn back on. The rep felt helpless and could not help any further. I followed up again to make sure that they received my email around 7:pm still without electricity. The representative informed me the department that processed those transaction and put the request for my service to turn back on are left at 5PM and normally takes about hours for review and hour to turn back on. Today again, I called around 10:am to see if my service turn back on via the recording and the recording still indicated my service is turn off. I am very disappointed with all the loop that I am going through especially this was not my error and it was a billing error. Regards, *** ***

Per filed PSC complaint on 4/12/by Mrs*** ***National Grid addressed her concern’s and corrected service activation based on her actual reading on 3/22/Mrs*** was sent corrected bill and payment receivedPer my contact with Mrs*** states she was
satisfied. If I can be of further assistance please let me know Thank you, BarbaraNational Grid Customer Satisfaction & Regulatory Compliance

I spoke to this customer and she insisted that something was wrong with her meterI advised her I would have the meter tested to verify that nothing is wrong with her meterCustomers electric usage is in line with the history of the accountCustomer is not happy with the Delivery charge portion
of her billI did explain the delivery charges as well as supply chargesThe meter test was done today and it was found that nothing is wrong with the meter*** waspresent and her house is total electric heat and hot waterMeter tested 100.09%. Customer should be satisfied with the meter test being doneNothing is wrong with the meter, her usage of bill

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me: I am proceeding with this resolution only so that I don't have to deal with it anymoreNational Grid DID call me, they called me in the middle of a work day and I briefly spoke with "Mark"I let him know it was a bad time to talk but he assured me he would call backAgain I have not been contacted by national grid as promisedIn regards to payment history, there has never been a time when my billing account would not have cleared a check written by meI have personally verified my account balance on the dates listed by National Grid and unless they were billing for me the entire town of Ellery, the check would have clearedIf any of the checks did not go through it was a processing error on their part, of which I was also not alertedI will happily verify this for any interested partiesPoor business conduct on National Grids partSorely disappointedI will call AGAIN and make a payment via card over the phoneI am sure I will be given a confirmation number citing my account is closed AGAIN and I will cross my fingers that in two months I'm not being contacted by a collection agency saying National Grid can't run a business and keep things straightRegards, *** ***

This letter is in reply to the recent complaint which Mr*** filed with the Revdex.com, IncMr*** contacted National Grid via telephone on 11/1/requesting service in his name at *** *** *** *** ** *** ** ***His application of service was completed per his
call and scheduled for the first available day 11/4/Service was activated and within the required business daysWhen a customer is applying for service it is important to contact National Grid and complete application of service prior to moving into a premise to ensure their service is active and ready for their use on the day the are anticipating their needs for the serviceThe Company does not schedule these types of orders as a same day service nor can guarantee next day serviceNational Grid does comply with HEFPA Law (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 serviceSincerely, National Grid Customer Satisfaction & Regulatory Compliance

I sent a work order to have the charges of $removed from this customers account #***I called her but for some reason her number is not accepting phone calls at this timeI will send a corrected final bill to her and a letter advising her the charges will be removedClosing case as
satisfied. Thanks- Karen

Subject: RE: Revdex.com complaint #*** The customer that called in this job is *** *** *** who filed the Revdex.com complaint is his co-owner. The completion of this job requires the use of a flex machineThat machine has finally become available & the expectation is that it
will be at the customer's site on 12/6/16. I called *** & *** & informed them of this plan. Side note- the telephone# for *** on Revdex.com is incorrectIt should have been 315-408-Thank you. Regards, Patti Patricia *** SrSupervisor- Customer Connections National Grid Customer Connections