Complaints

This profile includes complaints for National Grid USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  National Grid USA

  40 Sylvan Rd North Waltham, MA 02451-1120

• 

  National Grid

  55 Bearfoot Rd Northborough, MA 01532

• 

  National Grid

  939 Southbridge Street Worcester, MA 01610

• 

  National Grid USA

  PO Box 1040 Northborough, MA 01532-4040

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:04/20/2025

  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 called them inquiring why my bill was so high, a technician had come out, and saw my single apartment is hooked up to a multi unit meter. He made some calls, I called and spoke to them, they said it could take up to 6 months to fix mixed meter problems. Currently Im still being billed every month for atleast 2000 and getting disconnect notices. 45 days ago I called once again and the lady was super nice and helpful, she escalated my concern so I should have heard something from them within 48 hours after that, but I never got any communication from them.

  Business Response

  Date: 04/21/2025

  We apologize that we are unable to respond to this Better Business Bureau complaint. As a ********* resident, the complaint was incorrectly directed to the Massachusetts division of National Grid.  The customer may submit their inquiry using Business Name &Address of
  
  National Grid          Electric Companies ( handles gas as well)
  ********************************************
  *******************
  
  Sincerely,
  National Grid

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair 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.

  THE ADDRESS IS ************************************************************ THIS ISSUE HAS BEEN GOING ON PRIOR TO 2023 NATIONAL GRID BILLED ME $14,622.00 I PUT IN A DISPUTE AND THEY REDUCED THE BILL TO $11,000. N GRID DID AN INPECTION IN JUNE OF 2023 AND THERE WAS A BROKEN PART IN THE METER. THE BUSINESS IN THE BUILING HASN'T BEEN THERE FOR 20 YEARS OR MORE. THEY WERE STILL LOOKING FOR $3,000 I HAD A CREDIT ON MY *****************************************************. THEY CLOSED THE GREEN ST ACCT AND ADDED THE $3,000 *** TO THIS ACCOUNT #***********. IF THIS IS NOT PAID THEY ARE SHUTTING OFF THE ELECTRICITY AT ************************* I AM FORCED TO PUT THIS ACOOUNT IN THE ********** PROPERTY MANAGER'S NAME. I EXPLAINED THIS TO NATIONAL GRID ( DIFFERENT REPRESENATIVE EVERY TIME) MY BILLS ARE ALWAYS PAIOD IN ADVANCE WITH THEM DURING THE LAST 10 YEARS.

  Business Response

  Date: 04/21/2025

  We have reached out to this customer and left a voice message so we can discuss the meter reading issues and resolution

  Customer Answer

  Date: 04/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:04/18/2025

  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 always received my national grid bill by mail. And I always paid them. in winter times they come the highest and in summertime it's comes out to zero use. I have solar panels installed on my home. So when in October of 2024 I began to receive bills with zero electricity consumption and a total of 0.00 owed I figured it was due to the solar panels. Today Friday 18, 2025 I received a bill from national grid for $870.09 and a notice of disconnect of service I called national grid because I felt they made a mistake. After speaking to a customer rep. **** informed me they were sending my bill through email. I never received a notice telling me they will be sent by email. When I opened my account with ********************** over a decade ago I never asked for my bill to be sent by email I've always chosen to receive a paper bill since I'm not very tech savvy. I am a 61 year old woman who has always payed her bills and I feel I shouldn't have to pay the total amount of the bill since it was not my fault. I was receiving a bill through mail with 0 light consumption owing $0.00. And after calling i am being told they being sending my bill through email which I never agreed to when I opened my account and I never received a noticed letting me know that this is how I was gonna be billed moving forward. I never being late on a payment I've always paid. But this time I feel I shouldn't be responsible for a bill totaling close to $900. Another thing is i have never given them an email they only have my name my address and my phine number this is so wrong from their part I've being a customer of ********************** since I moved to this country and my bills have always being paid on time and in full.

  Business Response

  Date: 04/21/2025

  Our records indicate that the customer stopped receiving paper bill statements in Sept 2024. We began making outbound calls to the customer in January 2025 to the contact number we have on file. Our records show that the customer called April 2025 and had been un-enrolled from the paperless billing program and will begin receiving paper statements with next months bills. A supervisor did call the customer on 4/18/25 to discuss the balance but their mailbox was full and not accepting messages. We will have someone contact the customer again for resolution.

   

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  Why would they uneroll me from paper billing if I never asked for that i never received a call from them. And my mailbox is not full I always make sure to have my phone mailbox empty so that I could receive messages when I am not home since I take care of both my parents and I'm constantly receiving calls from. The doctors office for their appointments. How I said in my previous complaint when I enrolled with national grid I chosed to receive paper billing I never gave them an email because I'm an other woman and I like to do my bill payments with checks I'm not that savvy when it comes to computers and emails etc. So for them to uneroll me for paper billing without contacting me first is wrong over a decade I being with them and it's always being the same paper billing I receive them and I pay them on time and in full why would they go ahead and change it now without my consent. Then say they tried to reach out to me but non one was home or that my message box was full that is not true.

   

  Business Response

  Date: 05/02/2025

  The account was enrolled via an outbound email campaign. We recognize that some customers may have been enrolled without their knowledge, had they not received the email  notification. We have an email address on file for the account of ***************************************. If this is incorrect, we will have it removed.

  Due to the possible errors, a bill adjustment for $381 was applied to the account on 4/21/25. This is a credit adjustment for half of the bill charges of $761.80 that accrued during the period of time that the account was enrolled in paperless billing November 2024- February 2025

   

• Initial Complaint

  Date:04/10/2025

  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 live in triple ******. It was determined there was a meter cross situation that was causing me to receive an additional bill almost a year later. I had been paying my account which was connected to a meter every month UNTIL i received a disconnection notice for the second floor IN MY NAME NG came out, confirmed the cross, proceeded to go to the offfice and roll the charges fromo the surprise bill and account NOT MINE into MINE that I was paying, The bill from the cross meter situation was $1300. IT'S NOT MY BILL. NG has aditted on MORE THAN ONE CALL that this is THEIR MISTAKE, I don't undetstand WHY I'ved had to call EVERY 3 WEEKS FOR 7 MONTHS FOR NO ANSWER. ONE MORE TIME --- EVERY 3 WEEKS FOR 7 MONTHS WITH NO RESOLUTION. instead I get collection calls every day and twice on Sunday for money NG knows isn't my charge. MY LANDLORD IS THREATENING TO START THE EVICTION PROCESS IF I CAN'T RESOLVE THIS MATTER. Under no circumstances will I be evicted and NOT CALL THE NEWS to let them know WHY. *** had it. Ive done The next step is we go to court. I will make time for that. The harrassing calls, emails, texts, bills for money NG knows I don't owe is too much. I have to the 30th to resolve and so doesn't National Grid

  Business Response

  Date: 04/15/2025

  Good afternoon, I will try to help you with this issue.  I am a bit confused.   Looks like we set an account up in your name in October 2023 for ************************ which was taken out of your name in October 2024. Then in October 2024 an account was set up in your name at ************************   Can you confirm what address you do live in?  Also we would need to send a technician to your property to verify meters with all units.   We would need to gain access to all units.  I have put a hold on your account until we can rectify this issue.   Could you please contact me at your earliest convenience so that we can set this appointment up.   My name is ****** and my contact information is ************.   You may need to contact the owner so we can gain access to all meters and all units.

   

  Thank you 

  ******

• Initial Complaint

  Date:04/09/2025

  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 BBB,Today, National Grid, which is my electricity provider, emailed me an account form for someone else's (a ****** ******* at 12 Sea Breeze Ln, Nahant, **) account (form attached), containing that person's full National Grid account number, full address, and full name. I called National Grid to report this occurrence as a security breach, but they will do nothing to help me or this other person. The only recourse they said they would provide is:* Ensure they have my correct contact information on my account.* Reach back out to their Customer **********************, who said they couldn't help me.* Call Experian -- a separate company for credit monitoring and not part of National Grid.They said they have no Fraud or ******************** at all, and all they would do for me is the three bullet points listed above. To add insult to injury, they're also listing the full account number in the subject line of the email (also attached).I'm greatly concerned over this incident because like the person whose account info ********************** has sent me, I, too, applied for Financial Hardship with them. They also sent me the approval form for my Financial Hardship statement, which also has my full National Grid account number in its subject line. I'm concerned over who else might have received my National Grid account info. I've been the victim of identity theft before, and no company should ever be listing people's full account number in any email, let alone in its subject line ... let alone even further, sending the full account info of the full home address and full name. If I wanted to, if I was a less scrupulous person, I could call up National Grid with this other person's info and account number and change or shut off their ************************************************. Since I have the full account # and full address of this other person, that's all I would need. Sincerely,******* **********

  Business Response

  Date: 04/14/2025

  It was explained to ******* that this was not a case of fraud. A clerical error was made by a representative while processing the approval letters for these two customers resulting in an email with incorrect customer information listed. The matter has been addressed with the representative to avoid such mistakes in the future. We apologize for the error and confusion.

  Changes cannot be made to an account with only the account number and name of the customer. We require additional verification steps, including the social security number,  in order to  discuss an account or make changes to it.

   

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I never said this instance was a case of fraud.  I said it was a security data breach, which it is, and National Grid does not seem to care.  While National Grid's response of "Changes cannot be made to an account with only the account number and name of the customer" is factual and true, the account number and customer's name is not the only information they sent me.  They sent me ******** FULL service address as well.  Changes CAN be made to a National Grid account with the customer's full name, full ********************** address, and full account number.  A social security number is NOT REQUIRED if you have all THREE of these other pieces of information, especially the full account number which stands in lieu of using a social security number.  
  
  Furthermore, now National Grid has sent me all three of these pieces of information for someone else's account, they should be changing my and ****** ********* account number to a new one.  I do not believe this error is a one-off clerical mistake.  The email and letter sent to me with ****** ********* info is an automated form email and letter sent via automated software.  National Grid said so when I called them.  If I remember correctly, the ***** exact words to me were, "Weird, how could that happen because... well...  you know, these are emails sent via the system; they're from the system."  No clerk sent this email to the wrong email address as a clerical error because there is no clerk sending the emails.  An automated software system sends these emails.
  
  Secondly, I also emailed my complaint to National Grid's **************************************** with all the proofs.  Not only have they not responded, not even with a form email acknowledging receipt of the emailed complaint, but also their Customer ********************** **** not once gave me this email address as an outlet for my complaint.  All they kept telling me is to call Experian, which is utterly ridiculous.  I had to get this correct email address for my complaint from a friend who works for National Grid.
  
  Lastly, National Grid is using customers' full account numbers in the subject line of automated emails.  Email is not a secure form of digital communication, let alone the subject line for anyone to see.  No account number should be listed in full in any email, let alone the subject line.  If account numbers are in an email, they should be masked except for the last four digits, and those last four digits should appear in the body of the email ONLY.   No sensitive information should be in an email subject line -- ever.  This advice is cybersecurity 101.  National Grid is not following even the most basic and simple of cybersecurity.  And, they don't even care that they're not.
  
  I guess since no one really has a choice from where to get their utilities, National Grid feels they don't have to care about even the most basic and simple of cybersecurity.
  
  Please, reopen this complaint.  It's not resolved.
  
  
  Sincerely,
  
  ******* ********** 

  Business Response

  Date: 05/05/2025

  An investigation of this matter was conducted and we can confirm that a clerical error was in fact made by a representative while processing the approval letters for these two customers resulting in an email with incorrect customer information listed. The process for reviewing and approving applications an account protections is a manual process and not system generated. The matter has been addressed with the representative to avoid such mistakes in the future. We apologize again for the error and confusion.

  Also, as indicated before to MAKE CHANGES to an account, it is company policy that additional information is required for verification other than the account number , name of the customer, and ********************** address. We require additional verification steps, including the social security number,  in order to  discuss an account or make changes to it.

   

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have made changes to my account without using my Social Security Number if I have my full account number, full name, and full ********************** address.  The full account number stands in lieu of using one's SSN.  In fact, I almost always use my account number as my verification in lieu of my SSN because very often it's not secure to be reading out or speaking aloud your SSN.

  National Grid's claim more info is needed than these three pieces of data simply is not true.  I have changed my own account with only these three pieces of data.  Furthermore, National Grid should be changing ****** ********* account number with them regardless.  It's the least they can do after leaking her PII to a complete stranger.  Refusing to do so is a flagrant disregard for even the most basic of data protection.  

  On the topic of basic data protection, NOT using full, unmasked account numbers in the subject line of customer emails is cyber security 101.  It, too, is the LEAST they could do to protect customers' data.  Account numbers should NOT be in the subject line of emails AT ALL, and if they're in the body of the email, they should be masked to display only the last four digits.  

  I mean, this use of full, unmasked account numbers in the subject line of customer emails is just ridiculous.  Any high school student with even a basic IT course can tell you this use is not only an egregious oversight of data protection, but also one of the most basic and simplest tenets of cyber security.  It seems to me National Grid is refusing to follow even a high school level of data protection.

  With only a ****** search, I found a ****** ******* with that address in Nahant on Facebook.  So, I now have her birthdate, too.  I DEFINITELY can change her account now if call up National Grid with these FOUR pieces of information.  To add insult to injury, she's a senior citizen, assuming her age on ********* 68, is correct.  If I can find the customer in question with only a ****** search and the info National Grid provided me, imagine what a hacker is capable of..?  Especially, with a senior citizen whom might not know to not put items like her age and birthday on Facebook. 

  Not to mention, what is National Grid's excuse for telling me to call Experian with this issue?  Why did I have to go through three different customer ********************** ***** one a supervisor, and not one gave me the correct avenue to reach out to their Cyber Response team?  I had to ask a friend who happens to work for National Grid to get the correct email address to send this issue -- an email to which they've never responded, even to acknowledge receipt.

  Lastly, National Grid is LUCKY I'm not a hacker.  National Grid is lucky I'm an honest person because, as a computer programmer/software developer, I know how to hack. (Albeit, with the info National Grid gave me, one doesn't even need to know how to code or hack to find this senior citizen.)  With their refusal to take even these most basic of precautions for data protection, National Grid is leaving a SENIOR CITIZEN open to at minimum social engineering, if not utility theft or ID theft.

  National Grid needs to:

  1) Change this ****** ********* account number with them at the VERY LEAST.

  2) Change my account number with them because, by their own admission, they have no way of knowing if my account information was sent to the wrong person.

  3) Stop using account numbers at all in email subject lines, and if an account number is in the body of an email, mask it up to the last four digits.

  4) When there's a data leak or security breach, like this one, inform customers of the Cyber Response team's email address.  Do not tell customers to call Experian, which has nothing to do with it. 

  5) AT THE VERY MINIMUM, acknowledge receipt of issues emailed to the Cyber Response team.

   

  Regards,

  Heather

   

   

  Business Response

  Date: 06/16/2025

  Per the customer's request, a new account number has been established for their account. The customer will receive this new account number on the next bill statement in June.

• Initial Complaint

  Date:04/09/2025

  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.

  I had a terrible experience with National Grid today (4/9/25). They charged me a $250 deposit in order to set up my account, which under 220 CMR ***** is prohibited. In addition, they have gotten the address on the account incorrect and broadly wasted my time. They also billed me $8.96 for service to an address that I did not live at and should not be responsible to pay for given the incorrect address was their error.

  Business Response

  Date: 04/14/2025

  Thank you for reaching out.   I apologize for any distress that this may have caused you.   Could you please verify the correct address?  Which apartment you live in and the date you moved in?   If we billed you on the incorrect address we can go in and make sure the bill is cancelled and we delete the account.  Also I am not seeing we billed you for a $250 deposit.  Did you pay it?    

   

  Thank you

  ****** ********

   

   

   

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The correct address is ******************************************* I paid the $249.99 fee on April 9th. I actually moved into the condo around September 1, but you made a different error and were billing the old tenant from September to mid March. I set this account up in Mid March sometime, but you have billed me for the wrong address at Maverick Sq starting in March (which is a different street in *********** and not where I live). I was also told the error would be fix and it hasnt yet - the bill is due soon. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Caitlin

   

   

  Business Response

  Date: 05/02/2025

  I see that we set up your account at **********************, I will have that account cancelled and set you up on the correct address of ***********************************   You said you made a payment of $249.99 which I am not seeing on any account.  Neither address has a bill for that.  You last mentioned a deposit that we requested which is confusing me as we do not require deposits on residential accounts.   We would need to see a copy of the cancelled check to figure out were that payment went to.  Please contact the business office at ************** so then can give the information as to were to send that information to.  I apologize for any inconvenience we may have caused.

   

  Thank you 

  ******

  Customer Answer

  Date: 05/11/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [i called almost a month ago and was told the account would be changed to th right address. You anlso told me you would change it. Yesterday I got a **** ****** for the wrong anddress (33 Maverick Sq). When will this be corrected?
  

  I do not have a canceled check for the payment because I didnt cancel it. I have attached the credit card statement that shows it was paid  This is very confusing and the whole reason I lodged this complaint, but I paid $249.99 to start my service and I would like my $249.99 back  if this is not you, I will go to the credit card company and report it as fraud and have them start and investigation. However, I was on the phone with National Grid and they told me they needed to charge me this $249.99 deposit to set up my account, so I strongly suspect it was you  
  

  thanks

   Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Caitlin

   

   

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair 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 complaint is regarding my gas account with **********************. Gas was set up in our Unit 1/21/2025. On that day, I called national grid to set everything up. They told me that a tech would arrive in a few days to do a meter read which they did and no issues were reported. I called again on 2/4 just to check that we were all set and I was told we were. I never received a bill so on 2/20 I called again. I was told that because we set up or gas at the end of a billing cycle, our bill would roll over to next cycle and I should expect a bill beginning in March. I once again never received a bill and called on 3/13. I was told that they did not know the issues and that they would have to do an internal investigation which would take 7-10 business days and that someone would call me. No one called me and I called on 4/4 which was over 10 business days. I was told nothing about the investigation and just was told that the meter had issues and they needed a re-read. I took pictures of the meter and sent them in. I requested not to be billed from January to March as this was an issue on National Grids behalf and I tried multiple times to resolve it. This morning I received a bill for over $1,000 which I do not plan on paying as I do not find myself and my roommate responsible. We had the same issue with electric last year with national grid. The upstairs unit (my landlord) has not had any issues with his gas.If I had not continued to contact National Grid they would not have contacted us about this issues. I was told in January that the meter was read and fine just to be told in April that is was not been reading right. That is a mistake on National Grids part and they should be held accountable for it. We should not be paying this bill and I do not plan on paying it for the time being.Thank you

  Business Response

  Date: 04/11/2025

  Hello,

  This was resolved with the customer on 4/7, we provided a $178.90 credit on their account.

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I was contacted by someone at National Grid and stated I did not accept this and he told me he would reach out to his supervisor. This was on 4/7 and I have not heard back yet. I tried multiple times to get this resolved between January to now and it has been National Grid who couldnt find the correct issue and told me multiple different things. I do not believe I should be paying for anything from January to March since this was a mess up on their end and I tried multiple times to figure it out to no avail. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 04/23/2025

  Hello,

  Unfortunately, this is the best we can do.  The customer can contact us for an extended payment agreement on the remaining balance. I will note the account.

   

  Thank you,

  *****

• Initial Complaint

  Date:04/02/2025

  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.

  National Grid has not provided bill for electricity for 2 years. After arguing back and forth for the bill finally got a bill back billed for 2 years and expecting payment in full.

  Business Response

  Date: 04/11/2025

  Good afternoon,
  This issue has been resolved as of 4/2 via a supervisor escalation and the customer agreed to a payment arrangement to address the balance.

  Thank you,

  National Grid

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:04/01/2025

  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.

  My bill for gas supplied by national grid is typically between $40-$60 monthly. My last bill was exactly $54.81. I even used the utilities less this month as its starting to warm up and I wasnt even home as much as last month so not using heat as much not using the oven as much ex. To my surprise my bill has just under 10xdbringing the total for this month to $524.11. Ive been nothing but respectful thinking it was a simple error on their end that would be easily remedied. Unfortunately that is far from the case. They sent out a tech to check if the meter readings were correct. I never heard back. Finally I call them and supposedly everything is working as it should and we can confirm that there is no issue on our end. This is absolutely not my fault, I did not increase utility use whatsoever in fact utility use dropped meaning I absolutely cannot possibly be liable for this increase and it is in fact a national grid error that they need to remedy. I did not use what I am being charged for, it is egregious and not within reason. National grid supposedly escalated this situation but Ive yet to hear back with anythingno callback number/no case number/no eta on when I would hear back. The response I was given before it was supposedly escalated to be fixed was pay what you feel comfortable and what get a late payment on my credit and have my utilities shut off for not agreeing to pay an unjust 10x increase? I need to be contacted by someone at national grid letting me know the bill is being dropped ASAP. Its due on the 10th I must hear back before then.

  Business Response

  Date: 04/07/2025

  The account is not at risk for termination because a collections hold was placed on the account at the time the customer contacted the customer about their concern while we investigated.  Also, National grid does not charge late fees for residential accounts.

  Our records show that the customer spoke to someone again on 4/1/25 who explained that the $524.11 bill was a 'catch up' bill due to the previous months bill being estimated. That a technician visited the premise on 3/27/25 whom obtained a physical read from the meter which was in line with the previous read. A letter with the result of this investigation is forthcoming.

  Should the customer wish, we can establish a long term payment arrangement for the larger than expected balance. In the meantime, the collection hold remains on the account.

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  No no noI expect my credit by end of week. Please see attached photo. Very surprised to see the discrepancies in the two different manners of handling this situation. I was told directly from ** prior to the response from the business here that I would be credited, now youre trying to make me look unreasonable on BBB so you look better? Not a chance :). Id absolutely love if you folks could value my time a fraction as much as I value it myself and hurry up and call me with my resolution please.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Aiden

   

   

  Business Response

  Date: 04/22/2025

  The notice received on 4/8/25 by this customer was in regard to a bill statement delay of the October- November bill period. As a result of the **** *****, a credit for that month's charges was applied to the account -$35.83. This was a separate matter to the customer's high bill concern for which we did investigate and found no issue with the company's equipment. 

• Initial Complaint

  Date:03/31/2025

  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.

  My father and I both use National Grid as an electric supplier for our own homes in the same city. Somehow, National Grid added my e-mail address to to my father's account. He is currently out of the country and I am trying to figure out why I am receiving his bill notices. My uncle, who lives with my dad, normally pays the paper bill that comes in the mail, which stopped arriving by mail. It's a major problem that National Grid initiated, and now my father's electric bills are past due. National Grid is of no help and are unwilling to correct their actions until the account holder, my father, reaches out to them directly. It's perfectly fine if they cannot divulge personal info on the account due to FACTA, but when they are literally communicating back and forth to my personal email (where the bill is forwarding to), and I am clearly telling them that they have the wrong person, how are they not inclined to do their own investigation to reach out to the correct account holder? Or see how the account contact preferences was mistaken in any recent changes? I guess they would rather ruin a customer's (my dad's) credit worthiness and shut off their electricity service due to non-payment than actually provide customer **********************.

  Business Response

  Date: 04/01/2025

  Dear Customer,
  
  We apologize for the inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers. 

  
  Without specific information for your fathers account, we are unable to investigate details as to why your e-mail address was added to the account or billing preferences for that account. Additionally, we are unable to discuss account information with individuals who are not authorized contacts on the account.

  
  E-mail addresses may be added by phone through our representatives,only by authorized users to the account. E-mail address may also be updated on ****************************** by selecting My National Grid Profile then Manage My Profile Sign-In. Once that page opens the user would then have the ability to make such changes and save them for future use, as well as update bill delivery preferences (paperless billing vs. mailed bills).

  
  If you have any questions or need additional information,please call Customer ********************** at ************** available Monday-Friday, 7:00am-7:00pm or, for your convenience, visit us at ********************************.
  
  Sincerely,
  National Grid

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did provide both my account number and his account number in incident report #************* in your customer ********************** email system. Your service representatives refused to follow up with this issue. I also called into the customer support line, and received the same unwillingness to help. What you need to understand is, I am not trying to find out anything about my father's account that is sensitive info. I need you to recognize his account is currently using my email to send electronic statements. Wether this was an error on your part, or he accidentally inputted my email instead of his in the contact field. How can this be verified? Because I am the one responding from the email address, telling you, you have the wrong person.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 04/04/2025

  Dear Customer,
  

  
  Our records indicate your email address ***************** is linked to 1 gas account and 1 ********************** account listed under your name.
  

  If you would like to discuss further information regarding your father's account we would require the name on the account, the ********************** address and/or account number. Additionally, we would need to verify that your are an authorized user on that account.
  
  If you have any questions or need additional information, please call Customer ********************** at ************** available Monday-Friday, 7:00am-7:00pm or, for your convenience, visit us at ********************************.
  
  Sincerely,
  National Grid

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Hello, I feel like we are making some progress.  I am glad you finally acknowledged, my email address, ***************** is already associated with a different gas and electric account from the account in question. You can find my father's name and address in the attached e-mail statement PDF attached. This was sent to MY e-mail, *****************, which you have already confirmed belongs to ****** ******, not **** ******. His account number is ***********.

  Again, I cannot re-iterate enough that I am not looking for more account information for 77657-30020 that would violate FACTA, as I am not an authorized user on his account. He was previously receiving monthly paper statements mailed to his service address. Some time in JAN/FEB 2025, you started sending his statements via email to the WRONG email address. If you cannot update the email on the account to the correct email ************************** at least revert the billing preference back to mailed paper statements. Otherwise you are intentionally having his statements mailed to the wrong person, as this BBB complaint (********) originally accuses National Grid of its mistake.

  He is not the only Massachusetts customer affected by **********************'s negligent billing practices. Many Mass residents have not been receiving their National Grid bills these past months. See source, **************************************************************************************************************. I am still unsure how National Grid ended up forwarding statements of one of their customers to the customer's son.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 04/23/2025

  Dear ******,

  
  Thank you for reaching out.

  
  Please note that for security and privacy reasons, only the accountholder or an authorized party on the account has the ability to update or modify account information, including the associated email address. This means the accountholder would have needed to add your email address to their online profile for it to be connected with their account.

  
  If the email address was added in error, the accountholder will need to remove it from their online profile. Alternatively, they may contact National Grid Customer ********************** directly, and we would be happy to assist them with instructions on how to remove the profile from their account.

  
  Additionally,regarding the recent ********* story about customer billing delays, please be advised that this issue was unrelated to this account and only affected Massachusetts Gas customers. Any customers impacted by that event were contacted directly via email and mail.

  
  If you have any questions or need additional information, please call Customer ********************** at ************** available Monday-Friday, 7:00am-7:00pm or, for your convenience, visit us at ********************************.
  
  Sincerely,
  National Grid