ComplaintsforNational Grid

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  National Grid deducted money from my bank account twice, resulting in an overpayment of 899.35 (2 days after doing an online payment cancellation, with confirmation), and now they are making me wait 4-6 weeks just to get my money back, when they should not have taken from my bank. 9/16 I made a payment over the phone for 925.85 for the total balance on my account 9/16 I cancelled an online payment made 2 days before (amount 899.35) since I was making an over the phone payment anyway; I got confirmation on their website that my earlier online payment was cancelled. 9/18 national grid deducted my bank account for 2 payments - 925.85 and 899.35; so they still went ahead and deducted the cancelled payment, resulting in over payment of 899.35 9/18 I called National grid and they said they were gonna process the refund 9/25 i called again to check on status, and the refund has not been processed yet (they were doing an "investigation"); and they said they were gonna issue the refund now but I need to wait for 4-6 weeks -- for taking money from my bank account that they shouldn't have done 9/25 requested to talk to manager to complain but manager avoided my call

  Business response

  09/26/2024

  Mr. ****,

  You currently have a credit amount of $872.84. A refund will be issued and you should receive your funds within 10 business days.

  Thank you,

  National grid

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unpaid bill for ~$718, called Sep 23 2024 to seek payment options. Shana from the call center was rude from the start. Perhaps she pays all of her bills on time and doesn’t like talking to poor people. At one point she stated that it could take up to 24 hours to get power back on. I asked “what do I do if I need it before that to work?” And she said “go to a friends house” Me, personally, I would have tried assurance of some sort. Tell the customer maybe it won’t usually take that long, maybe offer alternative options. Me, personally, as someone who works with many call center employees, I also would have fired her after hearing that recorded call. I think this problem is widespread at National Grid, with very few workers actually behaving as decent working professionals, and the rest just simply do not care to help people, provide quality service, or even perhaps insulting to the customer on the phone. Could probably get a class action lawsuit out of it it’s so bad.

  Business response

  09/25/2024

  I apologize about the recent interaction you had and apologize you were not treated with care or respect that you would deserve. National Grid does offer payment arrangements and can sometimes assist in providing extension of payment on arrears. However once service is disconnected for nonpayment company does not restore service with promise to pay on future date. A payment agreement would have to be established. 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been paying my bill on budget plant monthly. my husband started new job and we have still been paying our national grid bill. I paid $105 the other day. I then noticed bill was double. I called Customer service and they were first trying to tell me that something happened with billing last March. There was no change and there have been payments. then the representative said my plan lapsed at the end of August 2024. I feel they are just trying to jack up the bill. This is not fair. The bills have been paid and they cant just claim it wasn't. Please help me. I have many medical problems and need my money for medication. I am 58 and my husband is 60. **** *****

  Business response

  09/23/2024

  -I spoke to customer and went over bills and payments from April, advised missed a payment and was knocked off budget plan, I'm taking the $364 total due and spreading out at $20 per month along with new budget of $108 per month, $128 total per month starting with next read 10/17/24, no further down payment-

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, 9/16/2024 National Grid replaced our electrical meter. This caused an electircal surge and we lost one phase of our two phase electrical system, meaning we lost electricity in half the house, including refrigerator and hot water. They told us to hire our own private electrician to fix the issue and submit it to claims. Our private electrician determined that our generator switch had been destroyed. He bypassed the generator system the next day to restore power to the house. I have submitted that ~$500 bill to National Grid claims. However, I want to authorize the electrician to fix the generator switch to restore the generator function, which will likely cost several thousand dollars (main part alone is $1600). I have been trying for 3 days to reach the claims department and discuss this prior to approving a large expense to fix their damage. I just spoke with National Grid customer service, who was also unable to reach the claims department. National Grid customer service told me to file a complaint online since there is no other recourse. So that is what I am doing.

  Business response

  09/23/2024

  I have completed the review of this matter and National Grid Claims will honor his claim.I spoke to the customer this morning and sent a follow up email requesting a copy of the repair estimate for his generator. The customer understands what is needed to process his claim and he thanked me for the prompt response. CathyCathleen W*****Lead Claims Representative

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account currently has a credit of $644.76 - I am closing on the sale of my property tomorrow at 14:30 EST. I have been trying to set up a disconnect of the services. Calling 1-800-642-4272 leads to a message stating that they are not taking calls outside of emergency Gas leaks, and advises to call back later. This has been the case for an unreasonable length of time. Trying to submit a disconnect on the website leads to an email stating "Your request to have your service disconnected with National Grid could not be processed as requested. We need to verify meter access at the premise. To disconnect your service, please call our office at 1-800-642-4272 and speak with a Customer Service Representative. Our representatives are available Monday thru Friday 7am to 7pm." There is no means of connecting with Nationalgrid, Please disconnect/disable my account after tomorrow and refund the amount that the account has in Credit. Thank you.

  Business response

  09/20/2024

  Online bill dept called *** ******* and confirmed with customer the service will come out of their name 9/17/24 because a new customer connected service. A refund check for the credit after the account closes. ******** *** **** ************

  Customer response

  09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** *******
  
  
  
  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Disconnected power without final disconnect notice Violated payment agreement with payments Rude customer service Had to put over $1,000 in repairs to my vehicle due to them not paving the roads and leaving pot holes in the road from gas line replacement

  Customer response

  09/23/2024

  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.
  
  I made a payment later in the month of the amount due of the $400
  
  Regards,
  
  ***** ******
  
  
  
  
  

  Customer response

  09/23/2024

  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.
  
  I made a payment later in the month of the amount due of the $400
  
  Regards,
  
  ***** ******
  
  
  
  
  

  Business response

  09/26/2024

  additional response to customer follow up question,
  a web payment was made on the account 5/20/24 for $403.29 on 5/31/24 his bank returned payment saying non-sufficient funds to cover, the customer may want to inquiry with their bank.
  
   In regards to case #******** , although an I could not see an address or account number I believe it is for ** ******* ** same name on complaint, The customer was given a payment arrangement 4/15/24, the customer made a web payment on 5/20/24 and that payment was returned 5/31/24, we sent communications 5/31/24 and email on 6/3/24 advising item returned, 6/24/24 with no payment or communication from customer agreement defaulted, 7/18 a partial payment was made which reinstated agreement but agreement defaulted again 7/23 and notifications sent of default 7/23,disconnect notice’s sent 7/31,8/15 and a service disconnect notice reminder sent on front page of bill mailed 8/27/24 a email disconnect notice reminder sent 9/13 and service disconnected 9/16/24, in this time no communication from customer. As far as damage the customer can contact or claims department at 315-428-6536 or email [email protected] I hope this helps

  Business response

  09/26/2024

  additional response to customer follow up question,
  a web payment was made on the account 5/20/24 for $403.29 on 5/31/24 his bank returned payment saying non-sufficient funds to cover, the customer may want to inquiry with their bank.
  
   In regards to case #******** , although an I could not see an address or account number I believe it is for ** ******* ** same name on complaint, The customer was given a payment arrangement 4/15/24, the customer made a web payment on 5/20/24 and that payment was returned 5/31/24, we sent communications 5/31/24 and email on 6/3/24 advising item returned, 6/24/24 with no payment or communication from customer agreement defaulted, 7/18 a partial payment was made which reinstated agreement but agreement defaulted again 7/23 and notifications sent of default 7/23,disconnect notice’s sent 7/31,8/15 and a service disconnect notice reminder sent on front page of bill mailed 8/27/24 a email disconnect notice reminder sent 9/13 and service disconnected 9/16/24, in this time no communication from customer. As far as damage the customer can contact or claims department at 315-428-6536 or email [email protected] I hope this helps

• Initial Complaint

  09/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I built a new home over 3 years ago. Because of a double billing issue, I inadvertently found out in April that all of my bills have been based on estimated readings and I have never had an actual reading taken. After several calls and attempts to rectify this, a tech was sent out and said that upon installation a mistake was made and the wrong meter number was assigned to my service. He said that this was an easy fix and that from now on my meter would be read like every other home in my development. Well that was 5 months ago. Since then I have made repeated attempts and have wasted a lot of time with customer service trying to rectify this problem and have gotten nowhere. All rep's say the same thing. That the detailed notes referencing the incorrect meter # have been forwarded to the appropriate office for action and not one of them can explain why no action is being taken. On the last call on August 26, the representative promised 2 things - she would once again forward the information to the appropriate office and would send a more highly trained tech out to my house to take a 2nd look. Well, neither one has occurred. Just got my new bill and it's estimated again. I am at my wit's end. I have repeatedly asked to speak with a supervisor and never allowed to. I asked for a supervisor to call me back and no one has. I just completed a survey and voiced my frustration and asked for someone to call me but nothing. There isn't an office to go to or any way to go beyond customer service for help that I know of. I'm afraid if this continues and they keep estimating my bills at some point the estimations could be low and I could end up owing national grid a lot of money. An incorrect meter number should not be a difficult thing to correct and to not be able to speak with a supervisor when a customers valid complaint has not been remedied for months is not fair. What kind of company is this? They say the calls are taped. I hope so. Please help!

  Business response

  09/25/2024

  Corrected bills based on actual meter readings mailed. Account billed up to date. 

  Customer response

  09/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ***** ****
  
  
  
  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  National Grid woke me up one morning by appearing to excessively cut down a bush I had on my property with no notice. I went out and simply said "that seems excessive", and two national grid contractors started screaming at me that they didn't care, it was a safety issue, and if I complained anymore they would mutilate the bush more than they already did, or cut down another one (out of spite, instead of for safety at that point I guess?) Then one of the angry gentlemen wearing a ****** helmet got frustrated and repeatedly hit himself in the head with one of his tools. After hitting himself he looked over to see if I was still watching and seemed rather embarrassed. When they left they both laid on their horns as they drove by like immature teenagers. Very easily avoidable complaint if these guys had any people skills at all. I believe some more training is needed, as property owners shouldnt be retaliated against for simply questioning what they are doing. Instead of escalating perhaps they could try educating? As far as a safety issue, isn't blocking someone's driveway also a safety issue since it impedes emergency vehicles? Neither truck was using their safety cones either, which seems like another safety issue. 

  Business response

  09/19/2024

  ..We brought in Labor Relations and investigated. A formal investigation will take place and the employee(s) will be questioned. Paul D********Manager)

  Customer response

  09/24/2024

  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. I do not see how this response addresses the issues I brought up. It almost seems like the beginning of the response is missing or there are multiple grammatical errors, as it does not make sense? If the outage was a "longtime issue outage area", wouldn't that give them even more time and reason to contact homeowners before arriving and working on the property? The electrical box is not in the town's right of way area. The response also does not address the multiple safety issues I observed, like blocking driveways, not putting their safety cones out, or why they drove by my house laying on the horn when leaving. Photos attached. I have a video as well, but it will not let me attach that. One of my "Desired settlements" was contact by the business, which has also not occurred to date.  Regards, ***** *********

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In july 8th 2024 i made a payment of $150 to national grid and it was never posted to my a count i provided proof from my bank that they took the money and they said that they would fix the problem with in 5-10 business days and the problem still has not been fixed and its now septemeber. Im out $150 and the money has not been posted to my accpunt i called mulitiple times to solve the issue and nothing got done just kept getting told the problem will be fixed

  Business response

  09/06/2024

  Discussed with ****** ***** that the $150 WEB payment posted 6/28 is in fact the matching payment. The first attempt, the payment failed due to insufficient funds on 7/2, and properly processed the second attempt on 7/8. Advised would provide $2.74 late payment charge credit and $25.00 service guarantee credit due to multiple calls to resolve. Jennifer Z., OOP, ************

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  National grid supplies power to the area that I have been living. Through the last 4 years and covid homeschooling etc.. I incurred a past due amount of over 1000$. I have moved from that address into another rental unit. I have been harassed through the move. Unable to speak to people to make payment plans, I’ve been blatantly hung up on and talked over. I have managed to get payments to them at a cost to me. The past due balance has decreased down to 700$ now. August I payed 250$ and was shut off from electricity for non payment. They acknowledged receiving that payment. I have been without power for 2 weeks and my hand was forced to give other financial information which otherwise would not of been shared. I contact them continuously trying to get resolution. Everything is done according to how they say but now I have 2 accounts, no power. Supervisor has returned a call from yesterday. My 9 year old child is staying else where through this and I am obligated through a rental agreement to maintain electricity service. They are holding back eviction notices to help I guess. Notice was put on my door the other day stating electricity was turned on but left off at the meter. This is exhausting and unacceptable. I’m a 45 yr. Veteran who has tried to jump through there hoops but I have gathered a lot of information on shady business dealings. They shut other people off for similar bills. This is and has caused a lot of issues. They say they keep notes. I hope they were factual.

  Business response

  09/13/2024

  I called and spoke to **** - I advised him the service was turned back on with a payment agreement established. I asked if he ever tried to call the department of social services for assistance. He said that it doesn't matter anymore as his power was turned back on and he did not feel comfortable to talk to me about that. He said Thank you for calling and have a good day. Then disconnected the call. 

*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. ↩