Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 2,2022 recived a bill from National Grid $73.24 for *** **** ****** ****** ****** ** that i had sold on November 16,2017. Called National Grid and was asked to send dispute form which i did included bill of sale for house dated November 16,2017. Never heard back from Grid until i was put into collection in December after hours on phone talks got them to put hold on collection and was asked to resend information by Fax and mail and was told that should take care of everything. On Friday Feb 10th recived another collection notice which started more phone hours telling me that would be an easy fix asked to talk to supervisor was assured that i would here from one on Monday .repeated on Monday with more phone calls going nowhere. National Grid as put me in collection and after numerous calls to talk to supervisor have gone unanswered .Bottom line I sold the house years ago and they won't give the common courtesy to call back.

  Business Response

  Date: 02/16/2023

  I left a detailed message with my name and phone number advising ****** that National Grid will be removing the charges  billed from 7/27/22 to 8/10/22 totaling $73.24. Advised I'd let the BBB know as well. Closing case as satisfied. .

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After disconnecting services when my house was sold, I contacted National Grid to inquire about when I would be receiving the excess credit on my account. Since I was on a budget plan, I had an excess credit of $450 that was due to me upon canceling services. It has been over a month since I have initiated contact with them regarding this matter, and still nothing has been resolved. I have called customer service multiple times to get status on this, yet they continue to hold my money hostage, stating that they have to process it in the back office. I have waited the 30 days they told me it would take to get resolved, and still nothing has happened in my favor.

  Business Response

  Date: 02/17/2023

   I spoke to customer and advised I had the check expedited 2/13/23, she said she received it today 2/17/23- Customer satisfied

• Initial Complaint

  Date:02/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into a new apartment on October 1st, 2022. There are two floors; the landlord pays the gas bill for the hot water radiator heating on both floors because the house is 100 years old. The tenants are responsible for electricity on each floor. I made this extremely clear when setting up the electricity in my name (over the phone) "electricity for floor 2 only; the landlord pays the gas for the whole house." I was told it would be no problem. Later that day, I logged in to my online account and, next to my name were gas and electricity for the whole house. The utilities for the entire house were somehow put under my name. This was the source of my problems. After calling to resolve this issue, the Customer Service Representative hinted at the idea it was my fault that this mistake had been made. His solution was to make a completely different account for my name with a different email, and I had to contact the downstairs neighbor and landlord to place the electric and gas back in their names.
  
  I thought the situation had been resolved until I began to receive calls claiming an outstanding balance that could affect my credit. The original account (***********) has a balance of $ 72.55 that I was unaware of. I called another customer service representative who seemed to understand my issue and was told not to pay the outstanding balance on the old account; I believe he had placed a work order on the account to get it cleared of any balance. I thought the issue was solved again, but the calls were still coming.
  I called another customer service representative yet again and explained the entire issue and that a work order had already been placed on the account, but nothing had happened. He also seemed to understand the issue and again told me not to pay the balance on the old account.
  
  The calls are still coming after a few weeks. As of the newest bill on my new account (***********), I have a $ 73.24 "Other charge/Adjustment," Which I believed was a carryover from the old account. It was not, and the old account still has a balance of $ 72.55. The old account was only active for less than a day.

  Business Response

  Date: 02/02/2023

  The company is in the process of making the necessary adjustments on ****** ********* account and, the $72.55 will be removed from their current account.

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a dispute resolved on my National Grid account since AUGUST 2022. National Grid transferred a fraudulent amount of $1200 to my residence from an account that was not mine. As a result of that transfer I was immediately removed from my minimum payment plan. I have been reaching out EVERY month since AUGUST 2022. National Grid refuses to put me back on my minimum payment plan nor has the fraudulent amount of $1200 been removed from my account. I have put in several calls to the escalation team and have been waiting a 24 hr call back from a supervisor for over a week. My account is at risk of being disconnected due to me not being able to pay the astronomical amounts they are requesting. I am begging to have that $1200 remove from my account immediately and for National Grid to re-establish my minimum payment plan with no penalty to me, the customer as it was COMPLETLY out of my hands and I am NOT the reason the payment plan was defaulted, NATIONAL GRID IS! SOMEONE PLEASE HELP!

  Business Response

  Date: 01/20/2023

  Confirmed with ******** ******* that dispute was approved
  and that the $1206.22 has been credited & will reflect on the next bill. The
  customer is annoyed because it took so long to get resolved. Advised I would
  provide a $25.00 service guarantee due multiple calls to resolve the issue.  The customer also requesting to go back on
  minimum payment arrangement and does not
  want to have to seek assistance. Advised would honor due to continuing to make
  payments during dispute process.  Jennifer Z., OOP, ###-###-####

• Initial Complaint

  Date:01/17/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As I have explained to National Grid via phone call and email many times, when my mother passed away in March of 2021 we closed a checking account. When the new account was opened and bill pay was set up, the incorrect account number was set up for National Grid(************. Payments went to that incorrect account until I was made aware and fixed the error. I provided proof of all incorrect payments. I have been told several times that this has been resolved and that we can expect to see a credit on the account. Calls and emails on 6/3/2023, 8/25/2022, 10/8/2022, 10/10/2022 and finally 1/17/2023. Each call resulted in another request for the same documents which have been sent as requested. No credit has been made to my dads account. No one has reached out. I am only asking for my dad, who is a veteran on a fixed income to be credited for the money that went to the wrong account. Never once did anyone believe my dad when he explained that the bill was being paid. The gladly took payment over the phone and made no effort to see what the problem was.
  
  The total amount paid to the incorrect acct is $1,136.76. Please help. I am my fathers power of attorney.

  Business Response

  Date: 01/24/2023

   We have located 6 of the 12 payments and we are working with the customer and their bank to locate the other 6- 

  Customer Answer

  Date: 02/13/2023

  In June of 2022 I notified National Grid that following my mothers passing away in March 2021 I opened a new checking account with my dad. When I set up Bill Pay with National Grid I indicated the wrong account number. Every month a payment was sent to Acct #***********. My dads acct # is ***********. After countless emails, calls and a complaint to BBB in January 2023 I was told that all payments had been returned to my dad. Then after a review of my own account, that my dads name is not on, had been credited and now debited for $1432.87. Through the course of this issue no one ever once mentioned my account. At one point my husband and I noticed a credit on our acct ***********. I called several time and was told this credit was” a gift from God”. It never occurred to me that it came from what was owed to my dad. My name is not on my dads acct. I am his POA and authorized to speak on his behalf. At this point I have notified Nathan S********* that I now have a $1432.87 balance due on my acct and this issue is not resolved. Please help. National grid never had any right to mix my account with my dads. I don’t owe this money.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother passed away in Sept. and the services were to be transferred to my name. I was misled into believing that this would be taken care of and a bill would be sent to me. I came home the other day (January 16th) to find out that my electrical meter had been locked out* depriving me of heat in my home* during the winter. I called them to ask them to turn it back on* and was told that today at 10am-12pm someone would be here to turn it back on. After missing work* and staying up all night so I could be present* nobody showed up. When I called them at that point they lied to me* have given different accounts of our conversations* and claimed the appointment was now 8am-4pm. At which point I was told they would be calling me to give me a new appointment time. After an hour and a half I called back* asked to speak with a supervisor* and was then told the appointment was set for tomorrow. We have phone records of them denying service* and changing appointment times without notifying me* and knowingly admitting to making these mistakes. They are constantly giving me the run around* and even told me one time that they were sending me to a supervisor* and transferred me right back to the department I had come from* who was unable to help with my situation* and customer service is aware of that.

  Business Response

  Date: 01/20/2023

  Received complaint 11/17/23 as ******* ***** secondary,
  transferred from PSC regarding being told service would be turned on today
  & now being told not until tomorrow. ******* requesting dispatch contacted
  again because senior ****** advised would defiantly be today. Contacted
  dispatch supervisor & stated would do our best to get service on tonight
  & somebody to be there for gas. ******* states they are there. Advised **** that all concerns of why service shut off will be researched with the PSC
  complaint filed but at this point just trying to get service on as soon as
  possible. The customer understands & will discuss all further concerns of
  service being shut off with the representative that calls to discuss PSC
  complaint.  Advised no guarantees for
  service tonight but will try our best.  11/18/23
  I contacted ***** **** and confirmed that service was turned on last evening at
  6:19pm and that I am reviewing what happened regarding service being shut off
  & requesting the call from 11/16/22 be pulled since they state that is when
  **** requested service switched to their name that day & reported mother
  deceased. Advised will review all regarding concerns & contact back. Today
  1/20/22 I confirmed with ******* ***** secondary* that upon review of all that
  occurred regarding service being shut off that it was caused originally by
  contractor representative on 11/16/22 that failed to issue connect. Advised follow-up
  has been provided for coaching and counseling to representative. Apologized for
  frustration and for interruption of service. Advised having a $50.00 service
  guarantee credit applied due to all that occurred. ***** requested claims information
  for food that went bad. The customer was satisfied. Jennifer Z.* OOP,
  ###-###-####

• Initial Complaint

  Date:01/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a disabled woman on a fixed income and therefore qualify for HEAP(energy assistance) National grid placed me on a budget plan and even though I have paid above what I owed they took my entire heap grant. In December I paid the required $231. (Per my budget plan) Then a HEAP grant arrived at their company. They proceeded to take a second $231 out of the grant $462. I called to inquire and was given the run around. I also asked to have my budget reconfigured and they have failed to do so. This yearly price gouging in an effort to absorb the entire HEAP grants in one month must end. I want them to straighten out this over billing issue and credit my account. I would also like my budget reconfigured.

  Business Response

  Date: 02/02/2023

  Called and spoke with *****. Explained Heap grant and how applied to billing. Also explained supply vs delivery/budget program. Customer fully understands and is satisfied.

• Initial Complaint

  Date:01/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used National Grid as an energy provider at **** *** *** ********** from 2007-2011.
  
  While I owned the building I had it set up so that when a tenant disconnected service the bill would transfer into my name until a new tenant could be placed. I sold the property in 2011 and informed National Grid and disconnected service from that address. I used National Grid at several other locations until 2022 when I moved out of state.
  I am currently in North Carolina about to close on a new home build. We are getting ready to close on the new property when I was informed by the mortgage company that there is a delinquent account on my credit report.
  
  The delinquent account is from National Grid in the amount of $68.
  This false reporting resulted in dropping my credit score from over 800 to under 700 resulting in a projeted cost to me at close at an estimated $8,000-$10,000.
  
  Not only do I not owe any money since i canceled service at that property over 10 years ago,National Grid refuses to expedite the removal from my credit report. They are blaming me as if it is my fault somehow.
  
  I spoke to their chosen debt collector (listed on my credit report) and filed a Letter of dispute on 1/13/23.
  At 1pm 1/13 I spoke to a National Grid customer service rep. I was told this was my fault because I never removed the "leave on for landlord" stipulation. I was never told about this when I disconnected service from this address because I sold the property. She never sent the form.
  I did receive and fax a dispute form to National Grid on 1/13. I was told this would take 28 days to report this to the credit agencies. This timeline does not w*** and will either delay closing or cost the additional money listed above.
  I am requesting this correction get reported to the credit agencies by close of business 1/17/23. This will allow 30 days for it to clear for my 3/1/23 closing without incurring additional charges.
  I would also like a letter stating their error for my mortgage provider.

  Business Response

  Date: 01/19/2023

  Spoke with Scott Y***. Reviewed account and billing charges $86.15
  has been removed from customer responsibility. A closure letter has been sent
  to customer, and request to expedite removal from the Credit Bureaus has been
  made.

• Initial Complaint

  Date:01/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about November 28, 2022, national grid came to add a second electric meter to my house located **** ****** *** Utica NY. This was a single family that I converted to a 2 family. The downstairs (1st floor) has its own electric meter and I have tenants that pay for their electric. After 11/28/22 the second floor got a electric meter and the services are in my name as I am the landlord.
  
  Today is 1/6/23 and I have not gotten a bill for the second floor. National Grid informed me that the account number for the second floor is ************. I have called at least 4 times from 11/28/22 to 1/6/23 and every time I am told there is a different issue and the meter isn't in their system and I keep getting transferred around.
  
  I have been calling trying to get a bill for the second floor but all I consistently get is transferred around and asked what I would like to be addressed as.
  
  The incompetence is mind boggling. I need this to be resolved. I highly doubt this is the first time national grid has put in a second electric meters.

  Business Response

  Date: 01/10/2023

  I had our billing department set the meter in our computer system and bill it. This is now completed. I apologize for the delay. This account is fixed, please see the attached bill that was mailed to this customer. 

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to resolve this problem with National Grid on my own for the past year. I was charged a fee for them not being able to access a meter. They were allowed and they were supposed to reimburse me my $100 fee. I have spoken to their representatives over seven times in the past year to attempt to have them reimburse me. I've been told my file is well documented. At one time, a supervisor was involved. My file was escalated to another department this past summer. Still, no reply and no refund.

  Business Response

  Date: 01/06/2023

  The customer was credited on 3/17/22 for $101.01 as you can see by the attached statement and screen shot, so no more credits are forthcoming. Thank you 

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau: 
  
  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. 
  
  The credit was not received or posted to my account as the account closed approximately five months earlier, in October 2021.  The company should be aware of this and send a check instead of trying to credit a closed account.  No money was ever received. 
  
  Regards, 
  
  **** ****

  Business Response

  Date: 01/09/2023

  National Grid stands behind the information sent last week that is attached to this case. The customer was credited on 3/17/22 for $101.01 as you can see by the attached statement and screen shot, so no more credits are forthcoming.