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:03/29/2025

  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.

  Hi ,I was awarded disability, and senior citizen status by, National Grid in January 2025.I called National Grid at least twice ,and they behaved like I was a fool.I have a copy of the award letter in my possesion.You know, as a disabled veteran ,or a disabled person period, some individuals behave like, we're retarded or ,we don't know what were talking about.I'm a college graduate ,,and a former homeowner.What does this mean ? I want my disability ,and senior citizen status acknowledge by, National Grid to teach them a very necessary lesson.With the pandemic ,and increasing high prices everywhere ,it seems like nothing, is no longer seasonally prices ,or affordable.

  Business Response

  Date: 03/31/2025

  The customer has been advised several times there account is coded Elderly, Blind or Disabled (EBD) but there are no discounts available.  The customer has been referred to Consumer Advocate for possible assistance in programs they may be eligible for.

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  This communication is regarding account #**********. I requested a meter accuracy test about 3 months ago, and were supposed to have been contacted within a month to schedule it, as per our last phone conversation on 2/27/25. During that phone call I was assured that the ticket is being escalated, and we will be contacted to schedule an appointment for someone to come and test the meter. I explained to the rep that apartment had been vacant during the month of February and thermostat was set to 55 degrees. After emailing again last week - I received a non-response on 3/24 explaining to me that delivery charge went up, that's why my bill $$ is high. Our concern is being ignored. The concern is with the ENERGY USAGE, yet they are explaining the cost to me. I stated many times that the thermostat is set to 55 F, and that we have other accounts we compare the usage to, etc. I sent a long letter explaining the situation (attached). I put that in my response yesterday, and also escalated to their “Leadership team”. The automated response said I would hear back within 1 biz day. Never heard back from them. However, received a response from “regular” customer service (attached). They are basically telling us to get lost, and that the usage is inline with usage within past 2 years. The usage stats are available in my account online. I am attaching last year usage and this year usage screenshots, clearly showing that usage during winter season past 2 years is less than half of same months this season. (110 therms in the past vs 240 this year). Is this what National Grid considers “inline”? It also bears repeating that last years thermostat was set to 68/62 F in February vs 55/55 F February this year (as of March 10, thermostat is completely shut-off - but this is a story for the next bill). Despite all that, requests to have meter accuracy test are denied. Attaching email sent to NG 2/21 with all details, and that email was discussed over the phone on Feb 27.

  Customer Answer

  Date: 04/24/2025

  Hello,

  This is to notify BBB that business has addressed the issue below. 

  This can be closed.

  
  

• Initial Complaint

  Date:03/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Hello, My past two National Grid bills have been over $100.00. I have a very small studio apartment in which I have been living for six years, and have never had a bill so high. I called National Grid and was told that it was due to cold weather. I do not cook, use the dryer one time per month, and pay a PSEG bill for electricity. I do not know if a new charge has been entered into my bill, but this bill should not be this price. I have called twice, and have been left on hold for a great length of time, I have also sent in a BBB complaint but was told to resubmit to the Syracuse address. There is no way that the bill should be this high, as it has never been this high the entire time I have been living in my apartment. I asked for a detailed explanation and was given a link on how to lower the bill. This is not what I asked for and I want my bill for the past two months to be re-evaluated and re-calculated accordingly. Thank you for your attention in this matter. Kind Regards, Jamie Greene

  Business Response

  Date: 03/27/2025

   

  This letter is in response to your recent contact with the Better Business Bureau on March 24,  2025, regarding higher-than-normal bills. 

  Upon reviewing your account, I have found that your usage is consistent with the previous  four years during the same period. Enclosed, you will find a copy of your usage history, with  the usage from January to March for the past four years highlighted for your reference. 

  I would like to inform you that in September 2024, National Grid implemented a rate  increase. The higher delivery costs you are currently experiencing are a result of this  adjustment. Specifically, the basic service charge for a residential heating customer increased  from $21.55 to $22.00 for a 30-day period. Additionally, the per therm charge (for usage  under 47 therms) rose from $1.27 to $1.90 per therm, while the charge for usage over 50  therms decreased from $0.47 to $0.44 per therm. 

  This rate increase was proposed by National Grid on April 28, 2023, and subsequently  approved by the New York State Department of Public Service on April 1, 2024, under Case  23-G-0226. 

  Once a rate increase is approved by the New York State Department of Public Service, it  becomes a regulated charge and cannot be adjusted. I have attached information that may  help address your questions and concerns regarding the recent rate increase. 

  We are aware of the impact this may have on our customers. Please note that our region  experienced colder-than-usual weather during this winter season. 

  Colder weather increases energy usage as heating systems work harder to maintain a steady  temperature. This results in higher energy consumption and, consequently, higher bills. 

  Below, I have provided a list of assistance programs that may help with high bills during the  winter season: 

  1. Energy Affordability Program (EAP): This program can help lower monthly energy  costs through a bill credit. More information and the application can be found at  ngrid.com/eap and ngrid.com/eapli. 

  2. HEAP: A federal grant program that helps income-eligible New York residents pay  their energy bills. HEAP is not a loan and does not need to be repaid. More  information is available at ngrid.com/grants. (Extended through early April, dependent  upon available funding) 

  3. Hope & Warmth Energy Fund: Provides emergency financial assistance for  customers with incomes above the HEAP eligibility guidelines. For more information,  visit HeartShare Human Services of New York or call (718) 422-4207. 

  4. Hearts Fighting Hunger: Offers a one-time emergency food assistance grant for  eligible heating customers in New York with incomes above HEAP eligibility  guidelines. For more information, visit HeartShare Human Services of New York or  call (718) 422-4207. 

  5. Project Warmth: Provides a one-time financial assistance grant for customers in  Long Island who meet the HEAP eligibility guidelines. For a referral to Project  Warmth, call 2-1-1 (or 1-888-774-7633) or visit United Way of Long Island. (Closed  March 7, 2025) 

  Customers can explore available grants online at ngrid.com/grants. Additionally, visit  ngrid.com/hereforyou for links to energy efficiency programs and incentives that can help  you use less and save more, as well as information on our assistance programs. 

  We also offer Budget Billing, which provides twelve balanced monthly payments throughout  the year, eliminating seasonal highs and lows. If your budget plan amount needs to be  adjusted, you will receive a notification on your bill a month in advance. If you start Budget  Billing with your next bill, your monthly payment will be $54.00. 

  I hope this information is helpful. Your complaint (********) with the Better Business  Bureau has been addressed. 

  If you require further assistance, please contact me at (631) ******** or via email at  **************@nationalgrid.com. I am available Monday to Friday between 9:00 AM and  4:00 PM. 

  If you would like to appeal this response, you may request assistance from the New York  State Public Service Commission online at dps.ny.gov/complaints, by calling 1-800-342-3377  (toll-free) from 8:30 AM to 4:00 PM, Monday to Friday, or by mail at New York State Public 

  Commission, Empire State Plaza, Albany, NY 12223. You may also contact the PSC Hotline at  1-800-342-3355 between 7:30 AM and 7:30 PM, Monday to Friday

  
  

  letter is in response to your recent contact with the Better Business Bureau on March 24,  2025, regarding higher-than-normal bills. 

  Upon reviewing your account, I have found that your usage is consistent with the previous  four years during the same period. Enclosed, you will find a copy of your usage history, with  the usage from January to March for the past four years highlighted for your reference. 

  I would like to inform you that in September 2024, National Grid implemented a rate  increase. The higher delivery costs you are currently experiencing are a result of this  adjustment. Specifically, the basic service charge for a residential heating customer increased  from $21.55 to $22.00 for a 30-day period. Additionally, the per therm charge (for usage  under 47 therms) rose from $1.27 to $1.90 per therm, while the charge for usage over 50  therms decreased from $0.47 to $0.44 per therm. 

  This rate increase was proposed by National Grid on April 28, 2023, and subsequently  approved by the New York State Department of Public Service on April 1, 2024, under Case  23-G-0226. 

  Once a rate increase is approved by the New York State Department of Public Service, it  becomes a regulated charge and cannot be adjusted. I have attached information that may  help address your questions and concerns regarding the recent rate increase. 

  We are aware of the impact this may have on our customers. Please note that our region  experienced colder-than-usual weather during this winter season. 

  Colder weather increases energy usage as heating systems work harder to maintain a steady  temperature. This results in higher energy consumption and, consequently, higher bills. 

  Below, I have provided a list of assistance programs that may help with high bills during the  winter season: 

  1. Energy Affordability Program (EAP): This program can help lower monthly energy  costs through a bill credit. More information and the application can be found at  ngrid.com/eap and ngrid.com/eapli. 

  2. HEAP: A federal grant program that helps income-eligible New York residents pay  their energy bills. HEAP is not a loan and does not need to be repaid. More  information is available at ngrid.com/grants. (Extended through early April, dependent  upon available funding) 

  3. Hope & Warmth Energy Fund: Provides emergency financial assistance for  customers with incomes above the HEAP eligibility guidelines. For more information,  visit HeartShare Human Services of New York or call (718) 422-4207. 

  4. Hearts Fighting Hunger: Offers a one-time emergency food assistance grant for  eligible heating customers in New York with incomes above HEAP eligibility  guidelines. For more information, visit HeartShare Human Services of New York or  call (718) 422-4207. 

  5. Project Warmth: Provides a one-time financial assistance grant for customers in  Long Island who meet the HEAP eligibility guidelines. For a referral to Project  Warmth, call 2-1-1 (or 1-888-774-7633) or visit United Way of Long Island. (Closed  March 7, 2025) 

  Customers can explore available grants online at ngrid.com/grants. Additionally, visit  ngrid.com/hereforyou for links to energy efficiency programs and incentives that can help  you use less and save more, as well as information on our assistance programs. 

  We also offer Budget Billing, which provides twelve balanced monthly payments throughout  the year, eliminating seasonal highs and lows. If your budget plan amount needs to be  adjusted, you will receive a notification on your bill a month in advance. If you start Budget  Billing with your next bill, your monthly payment will be $54.00. 

  I hope this information is helpful. Your complaint (23105140) with the Better Business  Bureau has been addressed. 

  If you require further assistance, please contact me at (631) ******** or via email at  **************@nationalgrid.com. I am available Monday to Friday between 9:00 AM and  4:00 PM. 

  If you would like to appeal this response, you may request assistance from the New York  State Public Service Commission online at dps.ny.gov/complaints, by calling 1-800-342-3377  (toll-free) from 8:30 AM to 4:00 PM, Monday to Friday, or by mail at New York State Public 

  Commission, Empire State Plaza, Albany, NY 12223. You may also contact the PSC Hotline at  1-800-342-3355 between 7:30 AM and 7:30 PM, Monday to Friday

  
  

  Customer Answer

  Date: 03/27/2025

  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

  Date:03/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 purchased solar panels through ******* and had a solar loan for them which I paid through my electric bill monthly. I paid off that solar loan as of Oct 2024 but I am still being billed each month for that payment. I have talked to about a dozen employees at national grid over the past several months and provided them with proof of payment that loan is paid off and noone is able to fix this issue. They will also not let me speak to a supervisor. I have emailed them, called, booked a time to speak with someone and noone will respond back. I also got a representative from ******* to help with this and she also has had no success. I have continued to pay for my electric service each month to make sure that stays current. Today I received a letter from national grid stating if I don't pay the remainder on my bill(which is the amount for the paid off laon) they will be disconnecting my service completely and gave me numbers to call social services for payment help. I have never been delinquent on a payment in my life and I don't want this effecting my credit score. I certainly don't want my service shut off but if I pay this ficticious loan I will never get that money back either and will have to continue paying this monthly since they cant resolve it. I have tried for months to get this resolved and spent countless hours explaining the situation. I can't believe that this should be that difficult. I am sure others have also paid their loan early to avoid interest charges. The frustration of not getting any help is starting to make me feel ill due to unnecessary stress and now possibly losing my electric. Hoping you can help remove this charge off my bill with them.

  Business Response

  Date: 03/26/2025

  The complaint alleges that the account holder had paid off their ******* On-Bill Recovery loan and satisfied the loan obligation. National Grid has contacted ******* and confirmed that the loan had been paid off in November 2024. It was determined that the obligation as a line of business for the account should have been set to “Final” by a change of terms file issued by *******. Unfortunately, the business obligation was not set to “Final”, so the account holder was debited for additional installments after the satisfaction of the loan obligation. The account holder had contacted National Grid and ******* about the error and requested that the obligation be removed from their bill. She was advised by ******* to not remit any payments for the installments, so the account has accrued an outstanding balance of $361.65. A a credit for that amount in order to net out the debit was completed in the amount of $361.65 on National Grid's side. Closing case as satisfied. 

  Customer Answer

  Date: 03/28/2025

  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

  Date:03/21/2025

  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.

  Ever since they changed the meter to the smart meter or whatever it’s called it’s brought my bill up to almost $100 more every month. For February-march it was $779 which is absolutely insane. I haven’t been doing anything more. Just the delivery charge itself is almost $400. It getting to the point where it’s making it hard for me to keep paying it. I’m already on the payment plan. The complaint is directed towards national grid.

  Business Response

  Date: 03/24/2025

  The customer's reading are all actual readings. Throughout December and January, our region has experienced colder-than-usual weather: December 2024 was 24% colder than December 2023, January 2025 was 15% colder than January 2024. When temperatures drop, heating systems work harder to maintain a steady temperature. This means customers are using more energy within their homes and businesses, leading to higher bills. Delivery prices include our costs to operate or maintain our distribution system, respond to emergencies and outages, as well as various taxes and surcharges. They are regulated by the Public Service Commission.We urge out customers to visit ******************** for energy savings tips.

  Customer Answer

  Date: 03/24/2025

  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. My heating hasn’t worked in my house in 3 years and I’ve never had a heating bill increasing dramatically with just 1 space heater in the house. if anything I’ve been using it less the last 2 months and it’s still going up. Ever since they changed the meter outside that has been happening so please don’t try blaming the coldness for it as if I have a heating system in the house. You guys have been doing this to a lot of people.  Regards, ***** ******* 

• Initial Complaint

  Date:03/19/2025

  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.

  account was changed July 2024 social, phone , middle initial by someone unknown to us. we have had this account 44 years same address. Now have foreign charges to account. *********** . how can someone do this with no proof of\ .residency.

  Business Response

  Date: 03/25/2025

  National Grid corrected all errors to your account. Also corrected and credited back the balance that was transferred to your account in error. We apologize for any inconvenience. 
  

• Initial Complaint

  Date:03/18/2025

  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 being forced to move to western NY to escape National Grid. I have been given a bill I cannot pay, almost 3k dollars. I allowed them to install a smart meter, which doubled my charges. I live in a tiny apartment and my bills are 3-500 a month. The bills are exorbitantly high. They want 1200 dollars just to keep my lights on. I do not believe the billing is correct, legal, or proper. Having applied for relief and been denied, I see no way to rectify this situation. The smart meter and payment plans are a scam. I paid faithfully until I lost the ability to do so in December and it reduced my bill 0%. I want to pay my bill, but don't have the funds. There's a serious issue with the billing and state or federal oversight and investigation should be a given at this point. I do not believe my usage and billing are correct.

  Business Response

  Date: 03/24/2025

  Called **** ********** at ###-###-#### for the 3rd time & left another message to call back regarding high bill. The AMI Smart meter was changed 9/17/24. Usage is in line with prior years. Actual bill this month $321.36. Negotiated payment arrangement defaulted 12/30/24. Needs $1157.12 to restore the agreement and the current bill of $405.66 is due 3/28/25. Will discuss all if the customer returns my calls. Jennifer Z., OOP, ###-###-####

  Customer Answer

  Date: 03/28/2025

  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 would like to start by saying thank you for taking the time to respond. Under no circumstances, should it cost 4-500 a month for heat and lights in a 600 square foot space. 

  I will be moving to western ny where RG&E has service, I will be contesting the bill. I have asked around my neighborhood and billing and usage ARE NOT inline with surrounding properties, even ones much larger than my modest apartment. 

  I'm certainly not the only person noticing issues with the smart meters. A cursory glance at your own social media would tell you that.

  I will be calling National Grid with my request to terminate service within 10 days. I've already packed, my landlord is returning my deposit, my apartment has been shown. I was informed today that it's going to be rented immediately. 

  Your response was a demand for money that addressed none of my issues. 

  
  Regards,
  
  **** **********
  
  
  
  

  
  

• Initial Complaint

  Date:03/14/2025

  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.

  In the late winter/early fall of 2024 we received a replacement meter from National Grid, at the time I was told it was a brand new meter. In November we were charged for 3855 watts of electric usage. This charge was during an 8 day span from November 14-22, 2024. In December we called National Grid and spoke with a billing customer service agent named Cheryl. She looked into it and found that the meter was not brand new but used with wattage already recorded on it. She said it is normal for meters to be reused but somehow our meter was read from 0 watts instead of from the wattage at the time of installation. She sent the issue to the back office for review. Today 3/14/2025 we received a disconnection notice for 3/24/25 unless we pay the $757 for services we never used. When I called the billing agent refused to help with the disconnection order. I just want this taken care of so my bill can be set straight and I don't get anymore disconnection notices or bad credit reports. I think 4 almost 5 months is long enough to figure this out and fix it. I feel like no one wants to resolve this and they think they can threaten us with a shut off notice to get us to pay for services that were not ours. I should not be afraid to open up a utility bill and deal with dread and anxiety at the ever increasing balance. Also, I should not have call National Grid every month to find out my actual usage so I can pay for the electricity that I actually used.

  Business Response

  Date: 03/19/2025

  I spoke to ****** and advised we are making the billing corrections and should take up to 5-7 business days to complete. Corrections were made - See attached corrected bill. Closing case as satisfied. 
  

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  November 25, 2024: I received a National Grid bill in the amount of $163.48. December 19, 2024: I paid the National Grid bill in the amount of $163.48 + $1.85 fee via SpeedPay ($165.33 Total). December 19, 2024: The transaction was posted twice on my credit card statement. January 12, 2025: I disputed the charge with AMEX. February 3, 2025: AMEX credited my account in the amount of $165.33 February 6, 2025: National Grid sent notice of returned payment in the amount of $163.48. I have sent in a contact form and called customer service several times to get my refund, as my card was charged TWICE in the same amount on the same day.

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service 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.

  For the last 3 months my checks do not get processed until after my due date, I mail the bill back the same day I get it at the post office. Had it tracked and it gets there in 2 days, so why it doesn’t get processed before my due date. I have called every month and they always tell me to do the auto pay which I don’t want to do. The last time I called and asked for a supervisor they said there are not any supervisors to talk to. They are constantly sending me emails that say if you need help contact us, I’m not having the problem they are having problems with processing checks.

  Business Response

  Date: 03/14/2025

  Discussed with ****** * ****** that due to the winter storms over the last several weeks we started to see increased delays in checks being received by our check processor. We have seen checks take up to 4 or more weeks to be received for processing. Advised the customer no late payment charges have been assessed to their account. Advised due to multiple calls, rudeness of representatives and frustration I would apply a $50.00 service guarantee credit to be applied to next month’s bill. The customer understands and is satisfied. Jennifer Z., OOP, ###-###-####