National Grid USA

Dear Ms. [redacted],
 
We apologize for any inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers. Our records indicate the payment of $150.00 was taken into consideration when you called to have your service...

restored and were given the amount of $583.89. Your current balance is $373.27.  Unfortunately when there is a balance due on the account National Grid does not refund payments which have been made towards the past due amounts.
 
If you have any questions or need additional information, please call Customer Service at ###-###-#### available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgridus.com.
 
Sincerely,
National Grid

The doctorss letter was received yesterday and account is protected until 3/13/17.  You can call the billing office and set up an agreement on the overdue bill as well.  The attachment that you sent is just an notice telling you can view your new bill.  If you go into the bill there is a shut off notice on the bottom in the comments section.  Below is the notice on the last 2 bills.                     ----- BILLING ADVICE NOTICE ------ Despite our prior notices we have not received full payment of your past due balance.  Therefore, your account remains scheduled for shutoff unless  the bill is paid in full immediately.                  -----BILLING SHUTOFF NOTICE----- IMPORTANT NOTICE...Your past due balance is now 48 days old and your gas service is subject to termination.  Your account will be scheduled for a field collection call for full payment or to shut off your gas service.

I emailed over a copy of a disc rate form and will have someone call you  if you qualify for disc rate about our Arrears forgiveness program.  Called and spoke directly to customer.

This is in response to your letter dated May 14, 2015. Thank you for your help!. I appreciate the fact that now they are willing to extend the payments to 12 months, but they are doing this only for the past due to which they will add the current due every month. This is still a lot of money and not the solution to the problem. On top of that they want another $1285 to start another payment plan. In the past two months, I already gave them over a $1000. Please see attached bill. I don’t think that is the solution to the problem. During winter there are icicles around the meter. Honestly, in my opinion that has a lot to do with it because the manufacture specifications of the product does not show that consumption at all. I would like to have a more detailed meter inspection, including checking of the line that goes to the meter. Thank's Again for your assistance and please continue to help me find a solution to the problem.Regards,
[redacted]

Dear Mr. [redacted],
We do apologize that the service line was not installed on Saturday 11/26/2016 as previously stated. We were informed by [redacted] that the service line was installed on 11/28/2016.
We apologize for any inconvenience this caused.
Regards,
National Grid

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:they were unresponsive and unreachable for weeks at a time.  From the date that our gas was turned off (WITH NO NOTICE WHATSOEVER) to the time it was restarted took almost 6 weeks.  6 WEEKS without a hot shower, dryer, washing dishes.  Entire weeks went by without  any communication from the company.  The only reason things got moving is because we brought it to the attention of Senior executives in corporate relations.  Yes we now have gas restored but it was ridiculous how long it took and how ineffective the communication between departments was.  If this had happened in winter, would they leave a customer in the cold for 6 weeks?  After this experience, I say probably Yes.   Yes, they resolved the issue and yes we were at fault.  But my complaint remains that the company exhibited complete disregard and lack of integrity when dealing with us.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

You contacted the company on 11/8/2017 regarding [redacted]  ** and you opened a gas account under your name effective 11/14/2017 when your start reading was scheduled. Your new tenant contacted the company 1/16/2018 and took responsibility dating back to 11/15/2017.During that...

conversion, you also took responsibility for [redacted] and the gas account under your name also effective 11/14/2017. Your new tenant contacted the company on 12/4/2017 and their gas account started 12/7/2017 when start reading was scheduled. The gas charges from 11/14/2017 to 12/7/2017 $79.64 for [redacted] were billed under your name and responsibility for payment. If your tenant was residing here during that time period, they can contact the company and request the charges to be billed to them. The company can back date their start date at that time.

Dear Ms [redacted]
I understand that Mr [redacted] has contacted you in regards to your issue.  He mentioned that you may have sent in the rebate request to the wrong address.  He told me that he provided you with the correct information.  If you have any further issues with the...

rebate please let me know-  I can be reached at [redacted] or by email at [redacted]

Dear Ms. [redacted]
 
Upon review of your account we noted that when you contacted the company regarding a gas leak a technician was dispatched to your address and a gas leak investigation was performed.  Both times the service area was made safe prior to leaving the site.  The cause of...

the leak was identified as being the pilot fitting to the furnace.  On the April 19th visit the technician determined in order to make the area safe the furnace would need to be left off until the repair was made. The leak resulted from customer equipment which is not repaired by the technicians nor does the company provide a credit for loss of gas.
If you have any questions, please call Customer Service at [redacted], available Monday-Friday, 7:00am-5:00pm or, for your convenience, visit us at www.nationalgrid.com.
Sincerely,
National Grid

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted]. The account was not under my name, but my room mates. The gas is turned on now, but it's unacceptable for National Grid to turn off one's gas without any warning, and give us a ridiculous time frame for the guy to come days later, and to not show up during the scheduled time. I am very disappointed.

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.  National Grid advised us on our electrical service upgrade and knew we were putting in a 400 amp three phase service as part of the upgrade.  They did put new capacitors on their pole to match the new service but are not providing enough voltage on their side of their capacitor.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

Dear Ms. [redacted],I have reviewed you complaint and  would like to apologize to if you believe that the outage has lasted too long.  The storm was much worse than predicted and had much higher winds than predicted.  The damage to the service area was quite extensive.  At the...

peak we had over 150K people without power in RI and over 260K in MA. Also even though many people believe the storm "ended" Sunday night the area still had very high winds and some rain Monday morning into the afternoon.  For the safety of our crews we do not allow anyone to go up into bucket trucks with winds over 30 MPH.    We therefore had to wait for the weather to subside  in order to begin restoration operations  in full.We currently are down to just over 12k out of power in MA and 18K in RI.  we have over 1500 crews out in the field working 16 hour shifts to get power back on to all our customers.  Some of these crews have come from as far away as Florida and Michigan to assist. our reconstruction work continues along with a very labor intensive process of clearing downed trees and the re-setting of damaged poles.  We had many cases of entire trees being downed not just limbs . These caused the downed poles and wires.  Additionally some of the more challenging repairs required special equipment such as backyard diggers and ATV's to access remote rights-of-way we are striving to have all power restored by the end of today.  we appreciate your patience as our restoration efforts continue.  if you are still with out power yourself please contact our call center to report the outage at 1[redacted] .

We have been made aware of your complaint with the Revdex.com.  In reviewing your case it appears you opened a gas account on 10/**/14 for the address of [redacted] and had service till 04/**/15.  Nationalgrid never obtained any payments while that account was opened and...

in your name, the balance is $1,032.12.  If you did not live at this address, please bring in proof of you other residence into the Nationalgrid office. If you believe someone opened this account fraudulently in your name, then please go to your local police department and fill out a report for identity theft and then bring that into the office. If you have any further questions in regard to this matter please call us at ###-###-####.     Thank you,   Dawn M[redacted] Customer Satisfaction & Regulatory Compliance. National Grid Phone: ###-###-#### Fax: ###-###-####

[redacted], We are reaching out to Credit Protection Associates and have asked them to remove your account from their file and will have them send you a confirmation letter.  If you have any questions or concerns, please feel free to contact us at ###-###-####. Sincerely,[redacted]Sr. SupervisorCustomer Satisfaction & Regulatory Compliance

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. 
They are saying the supply charge from 11/09/2016 through 11/30/2016 was .4897. The bill states the supply charge from 11/01/2016 through 5/30/2017 is.4354. So no prorating is necessary.  The rate for the entire period should be .4354.
Regards,
[redacted]

We apologize for any inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers.   Our records indicate that electric account for service at [redacted] was final as of Monday 7/31/17 per your...

telephone request on Friday 7/28/17 to close the account.  The final bill amount $69.78   Unfortunately, we do not have a record of your request to close the account previous to 7/28/17. It is noted that during your call, you had stated that you had already moved from the location and wanted the account to be closed retro-actively as of 6/30/17. Since it is the account holder’s responsibility to notify the company in advance of moving to allow time to process the request and avoid billing issues, we do not final accounts retroactively We will however, for customer satisfaction, remove the charges in dispute, assuming there was a miscommunication during your call on Friday 7/28/17. The charges for service from 6/30/17 to 7/31/17 of $63.62 will be removed from the account.   The balance for the account is now $6.16 The change(s) will be reflected on a future statement.   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 www.nationalgrid.com. Sincerely,     National Grid Customer Service

Revdex.com:At this time, I have not been contacted by National Grid USA regarding complaint ID [redacted].Sincerely,[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. 
Regards,
[redacted]

Dear Mr. [redacted],
National Grid has received the final bill dispute packet you submitted.  The documents are being reviewed and a response will be provided to you upon completion of the review.
Sincerely,
National Grid

Revdex.com:At this time, my complaint, ID [redacted] regarding National Grid USA has been resolved.
 It's not fully a great solution but they have contacted me. I don't believe it was because of the Revdex.com. I believe it was because I called and wrote verified letters...

relentlessly. 
Sincerely,
[redacted]