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

  939 Southbridge Street Worcester, MA 01610

• 

  National Grid USA

  PO Box 1040 Northborough, MA 01532-4040

• 

  National Grid

  55 Bearfoot Rd Northborough, MA 01532

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:08/07/2024

  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.

  Twice now, National Grid has failed to come out and test my meter, and lied about not coming out. Both times, I have sat here in the window all day wait, no one shows up, then when I call they say "the guy already came and everything is working fine". Last month they told me they took a measure and the usage was normal. Then I got a bill for twice the usage I normally have in July. I expect the same thing this time. The electricians aren't doing their job. They just write in a fake reading and never even show up.

  Business Response

  Date: 08/09/2024

  Good morning ********************,

  Thank you for speaking with me this morning as we discussed the high summer usage and the Meter Test assigned for today, 8/9/24.  We apologize that the previously scheduled Meter Test on 8/7/24 was not completed.  I've credited your billing account with a $25.00 Good Will ************* Please feel fee to contact me with additional concerns that you may have.

  Sincerely,

   

  ****************************************
  nationalgrid
  Sr ************** of the President
  ********************************************************************************
  ************
  
  

  Customer Answer

  Date: 08/09/2024

  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. 

  They did not do a meter test today either.  I called NG,  waited on hold for 20 minutes,  only for them to be confused if the electrician might come back out later in the day.  They asked me to call back later.  End of day,  another 30 minutes on hold,  still no test.

  They have rescheduled it for next week now,  so hopefully it will be addressed by then.

  
  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: 08/16/2024

  Good Morning ********************,

  Thank you for your written communication.  We apologise that National Grid was not able to perform a METER TEST on 8/9/24, however were able to verifty the current meter reading.  As agreed, when we spoke on 8/9/24, National Grid has scheduled a meter test to be performed today 8/16/24 at ***********************************************************************  I've verified that the meter test has been assigned to the field to be performed today.  The technician will call you before going.

  I will contact you on Monday, 8/19, to further discuss, once the Meter Test results are available to me.

  I want to advise that National Grid's Customer ********************** System is unavailable today and until Monday morning for all but emergency orders. 

  Thank you.

  ******* - National Grid

  Customer Answer

  Date: 08/19/2024

  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. 

  They were a no-show again on the 16th.
  

   

   

  Business Response

  Date: 09/17/2024

  Good Morning,

  This matter was resolved with ******************** on 8/19/24.  A meter test completed on 8/16/24 concluded that the meter is performing within limits.  ******************** and I spoke on 8/19/24 and discussed the meter test results along with electrical items in use that are suspeced to have caused high usage.

  Thank you.

  ******* - Senior Analyst - National Grid

• Initial Complaint

  Date:08/07/2024

  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 have been dealing with National Grid now for three years in which they have a guy wire from a telephone pole going 20 feet into my yard, please see picture. Over the years I have reached out over 20 times dating back to May 2022, in which I was told it was not their pole which was a blatant lie as the sign on the pole reads, NG 7. I listed the pole location and number, and they would not assist me until I had ******* (whom National Grid claims owned it) send me a letter to send to National Grid proving it was owned by National Grid. I have sent that letter, my concerns and pictures to National grid numerous times over the years. Each time I call I am pushed around to different departments and told my issue is noted and I will receive a call, but I have not been contacted and I do not feel like I am taken seriously. On one call as well as in passing when they were fixing another pole it was confirmed that the wire is no longer structural as you can see another wire was added to the back and the wire in my yard can be removed without effecting the pole or its structural balance. To me as you can see from the photo it is extremely dangerous my dogs, whom I have seen multiple times run into this wire and my nieces and nephews who play in my yard. It is also a huge eyesore and because of the placement does not allow me to enjoy the yard I paid for and pay taxes on each year. I am at a loss as I am not sure why I cannot be heard or get support, but I am hoping your influence would push them to complete this task and have them remove something which legally should not be there. I a have checked the paperwork and past listings and there is and has never been a right of easement or agreement for anyone to put this into the yard and I feel they have done so illegally and will not spend the time and man power to have the issue corrected. As mentioned, this is a huge safety issue and needs to be corrected. Please help me remove this safety hazard from my property. ***

  Business Response

  Date: 08/12/2024

  Good Afternoon ******,

   

  We received your complaint regarding this safety concern via the Better Business Bureau. We apologize for any inconvenience you may have encountered.

  Our records indicate that your concerns were raised via telephone conversation with a ************** representative on 8/01, and this has been escalated to our Overhead Lines department.

  We will reach out to obtain an update on this concern and provide more information with steps forward.

  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: 08/22/2024

  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. 

  This was not first opened in August of 2024, this is my third attempt dating back to May 2022 with no resolution. Again, this is a company using private property illegally and a safety hazard for my family. I have yet to hear from anyone from National Grid regarding my issue. This needs to be rectified before serious issues occur. 
  
  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: 09/17/2024

  Good Afternoon,
  
  

  Our field supervisor has confirmed that this matter has been resolved as of 9/10/24.

  
  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

• Initial Complaint

  Date:08/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been given a budget of $308. Per month with NG.Never knew you could choose a supplier. They have me this month with Inspire. I have never seen this on my bill and never chose it. NG told me Ive had it since 2021. I again have never chosen anyone. Now this month they want $455. I cannot pay this absurd amount. Why the change? Meanwhile my daughter next door pays every month right in time and this week has been accused of not paying. I suspect problems at NG.

  Business Response

  Date: 08/12/2024

  Dear ******,

  
  
  Thank you for your inquiry. We apologize for the inconvenience you may have encountered. National Grid continually strives to provide exceptional service and attention to its customers and takes all customer complaints seriously.

  
  Our records indicate that your Budget Billing program was reviewed and the monthly amount increased from $308 to $455 per month, where it will remain for the next six months. This increase was explained on the front page of your 6/28/24 bill. Once enrolled in the Budget Billing program, one receives the bill monthly as always reflecting what the actual bill amount WOULD HAVE been, and the budget amount due. Month by month, these amounts total reflecting what we call the "deferred balance", and this difference will predicate what your next Budget Billing will be six (6) months later.

  
  Our records also indicate that you have had INSPIRE ENERGY as your third party supplier since January 28, 2021. This has been on the last page of your bill each month. You are currently buying electric at a rate of ***** cents per kWh. For more information on your rate please contact Inspire at ************.

  
  If you have any other questions or concerns, please call Customer ********************** at ************** available Monday-Friday, 7:00am-7:00pm(EST) or visit us at: WWW.NATIONALGRID.COM
  
  Sincerely,
  National Grid Electric

  
  

  Customer Answer

  Date: 08/12/2024

  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,

  ******

  A couple of guys gave me a card in BJs store. $50. Gift card to BJs. I never signed anything and never except these things. I threw card away thinking it was a scam. They must have received my info from BJs as I recently had an issue with BJs . They renewed my membership due to keeping my credit card info. I immediately cancel with BJs and they refunded me.

    So all this time Im thinking my electricity comes from National Grid. But they had to have scammed me for their sales records. The two guys that talked to me that is.

   

  Business Response

  Date: 08/14/2024

  This is an issue that is between the customer and their third party supplier, which is listed on the last page of the monthly bill including their contact information. National Grid cannot recommend, add or remove any particular supplier for customers. You will have to notify your supplier to process your request or discuss this issue with them.

• Initial Complaint

  Date:08/06/2024

  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 have called now over 6 times and waited on average over an hour to speak with someone about my bill which is 3x higher than it has historically been. The poll in my driveway going to our house was hit by a car in June which is the precise time the bill spiked. We have tried to explain this over and over again and seem to be getting no where just talking in circles with whomever we get on the other end. They have come out to look at the meter but its not the meter. Whatever damage it caused during the hit to the wires we dont know but nothing in this house has changed. We DONT have a pool we DONT have a washing machine or a dryer like typical households those are not the reasons like they tried telling us and oh its been a hot summer yah its been hot we dont live in a 2000sq foot house though we live in a 1200sq ft house that was just renovated to the studs when we moved in last year brand new everything so no theres no reason for it to have jumped up like that, make this make sense to me please. Only thing that has happened is that accident right around the same time the bill drastically jumped. There is 3 people in this household please help us figure this out as we have exhausted everything but the attorney generals office.

  Business Response

  Date: 08/12/2024

  Dear *******,

   

  We recognize your frustration with the excessively high bill amounts and long wait times. National Grid continually strives to provide exceptional service and attention to its customers and takes all customer complaints seriously.

  While we can see that their has been an increase of kWh usage during the past couple of Summer months, there is no indication that our equipment is faulty. A meter test was completed on July 30th confirming the meter accuracy to be within regulatory allowance of +-2%. The current readings on your meter obtained by our technician on July 29th and 30th confirm prior billing history to be accurate as rendered.

  As a last resort, we can have your meter exchanged to a new one and have your current meter tested again at our meter shop. It is expected that the meter should once again test within range, but we will provide those results to you upon completion of testing in the meter shop.

  If you still feel your bills are high, you may consider having a free home energy audit completed by contact MASSAVE at ************** (7283) or www.masssave.com
  
  We also offer Budget/Balance in order to make managing your energy payments easier by making your bill the same amount every month. When you enroll in Budget Plan, you can take the "peaks and valleys" out of your energy bills,making household budgeting simpler and more accurate. Feel free to contact us or visit us online to enroll.
  
  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 www.nationalgridus.com.
  

  
  Sincerely,
  National Grid

  Customer Answer

  Date: 08/12/2024

  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,

  Rachael

   

   

• Initial Complaint

  Date:07/31/2024

  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 purchased a multi-family home in March of 2023. Once I assumed ownership I went to work on getting the accounts set up so that we would have power. However I ran into an issue with one of my units. They told me my meter needed inspecting and that an electrician needed to do it. My electrician told me he's never heard of such a thing so I called back and they didn't have an answer.My tenants then tried calling to do the same and gave a bunch of information, but they never contacted my tenants back. They tried calling back multiple times. Today 7/31/2024 they without notice cut power to the unit. I called in to try to get this resolved and after being on hold for 30 min an agent picks up doesn't say anything so I say Hello and then they hang up. What kind of service is this? You couldn't resolve our issue despite multiple attempts. Shut power without warning. Then you have the audacity to make us sit on hold just to hang up on us? TERRIBLE. This is affecting peoples jobs.

  Business Response

  Date: 08/06/2024

  Good Afternoon **************,

   

  We recognize that your recent issue with turn on service at the above address was a major inconvenience to you. The inconvenience you have encountered with National Grid was out of the ordinary and we offer our apologies.
  
  National Grid continually strives to provide exceptional service and attention to its customers.  We will be further reviewing the events so we may put measures in place to prevent similar events from occurring in the future. We will also be reviewing the call recordings you have referenced to address matters of unsatisfactory Customer **********************.

  After reviewing the account for Apartment 1, the meter was turned on at approximately 1:08pm on Thursday, August 1st. Due to our error of previously denying service when you first called to put this address in your name - this address has been under billed for approximately ***** kWh which we will not collect for. The address is now active in your tenants name and will be billed to them going forward with no risk of service disruption provided the bill is paid timely.

  Again, we apologize for the misunderstanding, inconvenience and poor customer ********************** that led to this service disruption.

   

  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 www.nationalgridus.com.
  
  Sincerely,
  National Grid

• Initial Complaint

  Date:07/25/2024

  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 called to have my service canceled, which they only do over the phone. They provide no way to check and provide no other confirmations. So we just have to trust the person on the phone does the cancelation. It turns out they didn't cancel my services. I got another month bill. I called again, to see what's up and there is no record of a cancelation. Just tried canceling it again and we will see if they actually do it. They are not canceling services to scam people into extra bills.

  Business Response

  Date: 07/30/2024

  Mr. *********************,

  I apologize for this misunderstanding. When was your service supposed to be stopped? At what address? Please give more details so we can fix the problem.

  Thank you,

  National grid

• Initial Complaint

  Date:07/10/2024

  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.

  I am not liable with this debt with national grid . I do not have a contract with National Grid . They did not provide me with the original contract that I requested .

  Business Response

  Date: 07/16/2024

  The customer's complaint or request is not clear. What type of contract? We have several written off accounts for the name ******************************* but not for the address provided in the complaint. 

  If you can provide more information, we can investigate the matter

  Thanks

• Initial Complaint

  Date:07/10/2024

  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'm getting many voicemails from National Grid that I need to make a payment I belive but I have no idea for which account is this.I called many times to try and make payment but the reps don't care and I can't make a payment without a bill or account number in hand.This is terrible

  Business Response

  Date: 07/16/2024

  We have several active account listed with telephone number  **************   

  We show account *********** for service at ******************, * ********* MA ***** has a past due balance due to an error with the *** Electric Funds Transfer banking information that had been provided. The payment was unable to complete

  The customer would need to update this information and/or submit payment for this account. There is a collection hold on the account to allow the customer extra time to get the account in order

  All other accounts are in good standing

• Initial Complaint

  Date:07/06/2024

  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 #***********. I've been abused by National Grid, Electric Company. They use the monopoly power to over change people whatever the want, and one seem care. i live on my two bed room apartment for 17 years. My highest bill used to be $120 a month during the winter time, due to the fact i have electric heat system, but now i get charge over $400 a month on winter time. I get to a point that i cannot keep up with my increasing electric bill anymore. They put me on an payment arrange ment to pay $226 by May 13, 2024 and installment payment of $84.73 for 24 month plus the new bill. After i paid that amount, they send me another bill to pay in May 25, 2024 again. I called them when i saw the other bill for May 25, 2024. They said will have to put me on another payment arrangement, but this time i need to put down$508.39 by June 13, 2024 and my new installment payment will be $312.77 for six moths, plus the new bill charge, last installment will be $300.80. I discussed with her that i cannot and don't want to receive another bill for the June's month again, she guarantee me that my next bill will be on July 13, 2024. I paid the $508.39 on June 12, 2024. now i surprised the see that i have another bill of $557.78 to pay on June 27, 2024. I called the again , they tried to put me on another installment payment, i decide to filled a complaint this time to stop this game

  Business Response

  Date: 07/16/2024

  Our records indicate that the customer was offered a special long term (36 month) payment arrangement on 4/29 requiring a 10% down payment of $226 and $84.73 installment + the current monthly bill charges x 36 months.

  On 5/1/24 The meter was read and a bill statement generated which included the new payment plan  $84.73 + $351.51 current charges = ****** which was due by 5/25/24.

  We received the $226 down payment on 5/3/24 however we did not receive the 1st installment payment of $****** by the due date 5/25/24 therefore the payment plan defaulted.

  The customer called back on 5/30/24 and was offered the standard payment agreement as special long term plans are offered only one time.

  7/10/24 the customer spoke to a Consumer Advocate who offered the customer another long term payment arrangement for 48 months $46.71 + current month bill charges. This plan will be reflected on the 8/5/24 bill statement. We strongly urge the customer to ensure payment is received by the company prior to the DUE DATE listed on the bill statement to avoid another default

   

• Initial Complaint

  Date:07/03/2024

  Type:Product 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 received a very creepy letter supposedly from national grid which their company number said is fake. It screams fake but disturbingly had all of my information except my phone number and social security number which it asks for immediately. Naturally, a red flag and a huge tell.I called the number and they said its fake but its written as if its them like the ancient letters we all used to receive before we all went paperless. This company never sends anything remotely like this and I believe is a scam or someone that isnt very intelligent thinking someone from ******* would stupidly send this info. Why would a gas company ask for my social? Red flag. I it really bothers me. Theyre trying to say Im in some low income plan or was forever ago. This is news to me as I endured those huge, high gas rates oh my own as always when they up the prices.Nobody is getting my social ever and doing it through the mail in which *** never even heard of? Im in MA and know the places to send stuff to. ********************** in ********, ** has never ever been one of them. Nobody used mail for stuff but the government so what in the world is this trash? Im very bothered by this. National grids official number and agents said its a scam to naturally get my personal info they amazingly do not have. **** knows they have everything else. If this is astonishing true and real, which the Grid agent assured me it is not, who is this fake imposter? And if it was real why would you foolishly ask for such things Ive never sent you.Im not dumb and smell a rat a million miles away but I am low income. Its what the letters about trying to I believe trick me. Perhaps they assume Im old which I am not. Im not sending this often shady company anything. I never have and theyve never sent me anything form this bizarre address, let alone in the mail except boring useless letters about updates when Im paperless about reporting outages when they couldve emailed me. Disturbed.

  Business Response

  Date: 07/05/2024

  Good Afternoon,

  I spoke with ************************** this afternoon to advise that the Discount Rate Re-Certification Letter he received was sent by National Grid.  I also sent a Discound Rate Application by email to ************************** for his electric account, and facilitated a phone call from National Grid's ************ to ************************** to review his account and advise accordingly. 

  Thank you.

  Sincerely,

  ******* - National Grid 

  Customer Answer

  Date: 07/05/2024

  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. 

  
  Hello,
  
  I am satisfied this is from national grid but the second agent I spoke with today left me a bit confused. She was also disturbed and a bit surprised by one of the pieces of the letter I received. Like the agent I spoke with 3 days ago,  I was told to disregard that portion. This was the strange and odd part asking immediately for my phone number and social security number. 
  
  She said she had the letter sent out but did not have anything asking for my social along with my phone number right away. While supposedly such places ask for this information, its beyond strange and not normal.  I will naturally not be sending out anything outside of the last 4 digits if asked which both agents said is all I need to give. 
  
  The problem here is the new form I received in an email is asking for stuff Ive never given them before. If Im in a plan *** said I never knew I was in, why are you asking for stuff you already would have if Im to supposedly re-certify? The gas agent said *** been in it 7 years. So why did I never receive any letter before?Thats strange. 
  
  I will not be giving any personal information out involving such things and havent to my aware in the past. If Im in the plan you already have the information in the first place.

  
  The fact two of the three agents said the part asking for the social right away was bad and to toss it proved what I thought that something is amiss.
  
  
  I believe this is you with the information but I will not be giving out anything your way involving personal private information being I never did previously, yet am already apparently in a plan you would need and naturally have that information to qualify for in the first place.

  
  That strange part of the letter is an issue. I tried attaching it here but the site says its too big. Strange being its a normal screenshot. I would gladly email anyone this if they choose to see it as Ill be keeping it in my records. Im satisfied this is you but have issue with two different agents saying to toss part of a letter of something nobody but the government ever asks for understandably which is the law. 
  
  
  If I need to be taken out of this said plan that is fine. Having never been asked about anything involving such things which is said you would need each year is quite odd let alone alarming. Why now? Every yeee yet never seen such forms before but you sent one of them not both?

   

    If the case naturally closes its because I believe it is you despite the strange issue involving the letter in which we all have concerns about existing in the first place. Perhaps a new lost agent typed it up. 4 digits fine, anything else is a no. 

   

  
  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: 07/17/2024

  Good morning **************************,

  Thank you for speaking with me today.  As discussed it is now necessary to annually recertify for the Discount Rate Program.  Recertification notification letters are mailed to the customer annually and need to be returned with current proof of eligibility to maintain the Discount Rate.

  I emailed you both the Gas and Electric R2 Application form, neither of which requests verification of your Social Security Number.  Please use either of the two forms and please include both your gas and electric account numbers on the form.

  Please feel free to contact me with questions that you may have.

  Sincerely,

  ******* - National Grid 

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