National Grid USA

This customers issue is being resolved.  In some cases a tenant will call to establish service and give us the wrong address or meter number.  When this happens a customers account could be finaled in error.  This is what happened in this case.  When we became aware of the error...

we placed the service back into the customers name.  He should be all set going forward.

[redacted]
 
 
[redacted]     [redacted]         Dear [redacted], As a follow up with the conversation you had with our Sales department last week, we have reached out to [redacted] and they will reimburse you the $1,200 that you’ve paid.   We apologize for the experience you encountered during your conversion to gas heat.         Sincerely, [redacted] Sr. Supervisor Customer Satisfaction & Regulatory Compliance

Dear Ms. [redacted],
We have reported your request to our Claims Department.  A Representative form the Calims group will be reaching out to you regarding this matter.
Sincerely,
National Grid

During our recent voltage investigation, we learned that more load was added to the location without our knowledge,  thus requiring an upgrade to the service. Our engineering department will be contacting you

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
At this time, my complaint, ID [redacted] regarding National Grid USA has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
[redacted]

Revdex.com:
I have reviewed...

the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments belowI made the July10 payment  national grid has done nothing to resolve where my funds are for the payment from June 22  
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  Having actual meter readings done is great but where I first made complaint I felt with all that money added on far more than the usual still doesn’t make sense especially where that whole month National Grid were on my street “running tests” which I feel I was billed for.  Explanation of my bill still not covered.  A breakdown of that months bill in detail explaining what each charge is/was? Bc nothing on the statement makes sense .
 
Regards,
[redacted]

We apologize for the inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers.   We received your dispute of charges for service at [redacted] 01906 from the time period beyond 7/3/17. The final bill...

date was 7/31/17 with a final bill amount of $239.95. The total amount of billed charges from 6/29/17 to 7/31/17 is $85.07.   Unfortunately, we do not have a record of your request to close the electric account until your telephone call on July 26th. We will however, for customer satisfaction, remove the charges in dispute of $85.07. Your remaining balance is $154.88   The change(s) will be reflected on a future statement which will be mailed to the address provide on this Revdex.com Complaint   If you have any questions, please call Customer Service at 1-[redacted], available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at [redacted]
Sincerely,     National Grid Customer Service

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 
Regards,
[redacted]

Hello Mr [redacted],
Thank you for your response in this matter.  I have reviewed the address you provided but I still do not see any accounts in your name at that location.  There is an account with a balance from 2009 to 2014 but is in someone elses name.  I think that to resolve this properly that it might be best to have direct contact with you. With the holiday coming up it probably easiest to contact me early next week on this matter-  Please email me at [redacted] or call me at [redacted] so that I can better assist you in getting this info removed from your credit.

Hello, The electricity was used by something inside the customers home.  We have an unusually cold December-Jan which may be the reason for the spike in use.  I have sent a meter test for 12/19 to ensure the meter is recording accurately.  After the test the customer will receive...

a letter with the test results. Thank you,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[Again the company claim they were had someone listening. But still have not provided the recorded conversation. And have not address the fact that I 1. Was told they were the only ones I could go to. 2. Was told I couldn't lock off the gas which is the reason I was being billed a year and a  Half . Which was stated earlier. ]Regards,
[redacted]

Mr [redacted],We apologize for the inconvenience you may have encounted with our billing department.While reviewing your account t he gas remained in your name until yesterday 4/22/14 when you called the office.  Seems that the roommates that remained didnt put in thier name?  I do...

not show a request to stop the service till yesterday.  Attached is a final bill dispute form for you to fill out and send in with the proper documention to dispute the bill.  Also a 90 day hold was put on the account.If you have any further questions you can contact customer service at  [redacted], available Monday- Friday 8:00-5:00 or for yur convenience you can contact nationalgrid.com.Sincerely,Nationalgrid

We apologize for the delay in responding to your complaint and we would like to speak you. We also noticed that your complaint may already be resolved and your service looks like it is active. If this is not the case please contact us at your...

earliest convenience regarding the matter. Thank You,Dawn R[redacted]Customer Satisfaction & Regulatory Compliance.National Grid[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Can you please send me an email or call me with the updated status of the activation.
Regards,
[redacted]

Dear Ms [redacted], in order to process your dispute of thebalnces owed from [redacted] in [redacted] that was in your name thru 3/31/2006  yuo will need to complete out final bill dispute packet that you mentioned was already sent to you.  we require tha form along with...

proof of your actaully residency during that period and a police report . once that information is recv'd we can then process your dispute and  based on our investigation possibly remove the balances from your name.  unfortunately without that infromation we can not proceed any further.  I see from the account notes that you disputed this same balance / address back in 2010 but never sent the require dispute info back to us to investigate.   if you provide the address in which you seek service now I can get that turned on for you while you complete he paperwork for the dispute.?

Dear Mr. [redacted]:
 
To remove old accounts and add new account you will need to sign into your National Grid account on line and go to your account profile and add and delete accounts.
 
At your request we have placed your account on the opt out list for courtesy calls.
 
If...

you have any questions, please call Customer Service at ###-###-####, available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgrid.com.Sincerely,National Grid

[redacted],                 In response to your complaint, your service was not interrupted due to a non-payment issue. I understand that the issue was resolved thru your management office pertainingto the heat not working. As...

you have requested, the $15 return check fee has been reversed and you will see the adjustment on your next statement and your account has been removed from the Balanced billing program.There were no late fees or penalty charges accessed to your account. Hopefully, this resolution is satisfactory.

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I spoke to a customer representative at National Grid.  We agreed that I will receive a full cash refund of all no access charges on my account once I email him a photo of the current meter reading.  We also set up an appointment to have a remote device installed on November ** (or on a date TBD if my landlord is not available that day), but the refund is not contingent on the remote device being installed.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]