Business Profile

Electric Companies

National Grid USA

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints 1/7/25

BBB shared the findings and recommendations with National Grid USA.

The findings appeared to show:
Service Activation Delays: Customers report prolonged waiting periods for gas or electricity service activation, sometimes extending over several weeks. Instances include missed appointments and lack of communication from service technicians.

Billing Issues: Numerous complaints highlight billing inaccuracies, such as unexpected high charges, incorrect meter readings, and challenges in resolving billing disputes. Some customers received bills for periods when properties were unoccupied.

Customer Service Challenges: Feedback indicates difficulties in reaching competent customer service representatives, unfulfilled promises of issue resolution, and a lack of follow-up on customer concerns.

Frequent Power Outages: Customers in certain regions report regular power outages, even during mild weather conditions, with delays in service restoration and inadequate communication regarding outage status.

As of July 29, 2025 BBB has not received a response.

Complaints

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

Customer Complaints Summary

227 total complaints in the last 3 years.
83 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/02/2024
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.
Credit report
Business Response
Date: 07/03/2024
Dear Customer,

Thank you for your inquiry.Unfortunately we are unable to find the account with the information you have provided. Please provide us with additional information so that we can review your request in detail.
You may also fill out the attached final bill dispute packet to dispute past due charges on any closed account. Please read the instructions, submit the completed forms back to National Grid, and an outcome will be available in 6 to 8 weeks.
If this issue is time sensitive, please call Customer ********************** at ************** available Monday-Friday, 7:00am-7:00pm(EST) as we have numerous emails to answer and a reply may take up to a week or longer.

Thank you for being a National Grid customer.

Sincerely,
*******************************************
Initial Complaint
Date:06/27/2024
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.
in 2020 on ***************************************************** 2000 dollars while i was in jail i tried to resolve this with they told me they could not disconnect gas for no payment then now in ***************************************** they came to the apartment telling me i need to open a bill addressees to **************************** I could not open because it is not addressed to occupant of ********************************************* then it showed as occupant 2 -252 main st the town hall wants to talk to them as well. then they tell open 2 pieces mail. this is a felony for me. post office told me not to open what is not addressed to me in doing this they send a bill for 1200 dollars as well all 3 have thee same account number then in thee end of all this there is no such address **************************************************************************** then they added my daughter to thee bill without her permission ******
Business Response
Date: 07/03/2024
Dear Customer,

Thank you for your inquiry.

In order to dispute these charges a final bill dispute will need to be filled out, attached is a final bill dispute packet. Please read the instructions, submit the completed forms back to National Grid, and an outcome will be available in 6 to 8 weeks.

If this issue is time sensitive, please call Customer ********************** at ************** available Monday-Friday, 7:00am-7:00pm(EST) as we have numerous emails to answer and a reply may take up to a week or longer.

Thank you for being a National Grid customer.

Sincerely,
*******************************************
Customer Answer
Date: 08/15/2024
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.

My name is ***** paradise I live at ******************************************************************************* ***** I am having a discrepancy with the gas company the gas company has transferred a ******************************************************************** bill to me at ***************************************************************************************** the gas company has sent me a disconnection notice I called the gas company about this disconnection notice they told me I am responsible for the bill on ************************************************************** ***** when I am in occupant of ***************************************** in doing this there were two bills with the exact same Account number ************************************************************* ***** then they transferred those accounts two ************************************************************************************* there is another account that has the exact same meter number and that is occupant two Account number *********** according to the bills I have in my hand they have also trust past on property that did not match the billing on your paperwork they did not gain entry through a common area they gained entry through my apartment four and address that was not on your paperwork I have gotten the town of *************** involved with this issue they have sent the gas company a copy of the tax form in the streets and told them that **************************************************************** does not exist the gas company made their way in check the meter left sent another person out to check the meter said that he needed to make sure there was no gas leaks on paperwork that said ************************************** I told him that this is ******************************************************************************* ***** I had him even pull it up on his GPS and asked him what it showed on his GPS this address was he confirmed that this all his GPS house that it was confirmed ******************************************************************************* ***** after this I called the gas company to get this result they told me that I had to set up a payment plan with them to get this resolved and to except the main street bill as mine I told them I was not going to hey the bill till this dispute was resolved are they still at this point have *********************************************************************************** ***** listed as ************************************************************************* ***** the dispute I have no idea where it stands at this point I do not wish to be contacted by the gas company if possible I would like to go through the Better Business Bureau from this point forward because the tactics they are using do not make me comfortable because of the fear of a felony opening the two pieces of mail in the fear of their tactics when they approach me at my place of residence especially when paperwork does not match the address on their paperwork and still demanding entry to our building with two residence upstairs and downstairs in this building there is a five-year-old little boy in this house who is my grandson as well I did send in the dispute form I have a copy of this dispute form I also have proof of the three bills that have the same Account number on it that were built to ******************************************************************************* and the bill with my name ******************* on it with my daughters name *************************** who did not give permission to be on the gas bill they took it upon themselves to add her without talking to her the gas bill was supposed to only have my name only on it and I came with mine and my daughters name on it I also have proof from the Townhall in writing of everything they sent to the gas company I also have a recording of the gas companies employees with me asking about the dispute and there is no knowledge on their behalf of the dispute Account number ***********

Thank you
*************************
Business Response
Date: 08/15/2024
******************,
You have already gone over this situation with the **** We do not have an account at ****************************, The bill you have been getting is your bill. There is nothing being transferred to you. Your new account # ***********.
**********************
Customer Answer
Date: 08/26/2024
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,
Louis

Message from Business:

******************,
You have already gone over this situation with the **** We do not have an account at ****************************, The bill you have been getting is your bill. There is nothing being transferred to you. Your new account # ***********.
**********************

to National grid I don't understand why I have a new account number now confused on what this new account number means. In your upper statement. there is a ******************** apartment **************************************** mass ***** a bill from *************** was given to me as my bill I can not add a bill to an address that does not exist I tried to start service at ****************************************************************************** one I was told that there was no such Address in their system I cannot hook a service up to and address that does not exist in the system multiple attempts have been made to try to get this resolved I do not own this building and the Townhall has sent you a letter with all the information needed to you for you to correct your files with all proof in hand telling me that *********************************************************************************** did not exist when ************ Is the address that does not exist in ******************************** I do have the bills that prove that you have sent to ************************************* it is not up to the renter of the building to do the gas company's job that is between the gas company and the owner of the building do you even stated in your letter are you just sent that you do not have an account at ********************************************* this is my address I do not live at ************************************************************************** the bill should start when I was told to transfer ****************************************. to me ************************* at ************************************************************************************. this proof of the billing I will send copies with this proof with a written request and to whom this Proof will be sent to.
Initial Complaint
Date:06/12/2024
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 am writing urgently to address inaccuracies on my credit report that stem from the sharing of my personal information with credit bureaus. This has caused significant financial and emotional distress.According to 15 USC 1681 Section 602, I have the right to financial privacy and expect my information to be kept confidential.Furthermore, as outlined in 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not provided.The discrepancies associated with NATIONAL GRID/MASSACHUSE have negatively impacted my financial situation and require immediate correction.Additionally, compliance with 15 USC 1666(b) is essential, as it prohibits creditors from treating credit card payments as late under certain conditions.For your reference, here are my account details:Account Number: *************I request a thorough review of my account, prompt correction of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,*************************
Business Response
Date: 06/13/2024
We are unable to locate an account for ************************* at ********************, or an account using the telephone number provided. The account number referenced in the complaint is incomplete also.
If the complainant could provide the full National Grid account number, we can look into the matter.
Thank you
Initial Complaint
Date:06/10/2024
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.
For over 2 years, National Grid has been ignoring my complaint about wires attached to my home. They removed some but there is still one critical one over top of my trailer, which is highly dangerous. I have felt shocks at times during storms in my trailer. And, anyone on top of the trailer is within a hairs distance of being electrocuted. I therefore will have a private electrician move it if not moved by end of month. It is in the center of my backyard and its too much.
Business Response
Date: 06/11/2024
We apologize that we are unable to respond to your Better Business Bureau complaint. As a ********* resident, the complaint was incorrectly directed to the Massachusetts division of National Grid. The customer should submit the inquiry using Business Name &Address of

National Grid Electric Companies ( handles gas as well)
**************************** **** C-3
*******************

Sincerely,
National Grid
Customer Answer
Date: 06/11/2024
[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. While, they could forward it over. I will reopen and send to the other location.

Regards,

*****************************
Initial Complaint
Date:05/29/2024
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.
National Grid has been overcharging my husband and I whom are both senior citizens for some years now! We had to electricians check our meter as it keeps spinning and over charging us by a lot of money! We pay more than all our neighbors whom have disclosed what they pay to us. We us less electricity then them all and we use little. Yesterday national grid said they sent out a tech after my husband demanded them too since they ignore our pleas and my husband called them back to see the results. They never came out to check the meter yet they lied and said that they did! My husband had heart surgery recently and this matter is making him ill!! We have been receiving very high bills!! Its unbelievable!! Please help us!! Sincerely,Mr and ************************** @ ************ and email is **************************
Business Response
Date: 06/03/2024
Our records indicate that the customer contacted us on 5/21/24 with high bill concerns therefore we sent a technician to check the meter on 5/29/24. The meter technician took an off cycle reading from the meter and confirmed that the display read and the *** read ( Encoder Receiver Transmitter device) matched. No problem was found.
The customer was notified of the results of the meter investigation on 5/29/24 by Customer ********************** and it was suggested that they contact Mass Save for a free home energy audit to help them identify the cause of their consumption.
Attached is the customer's billing history. The usage is consistent over the years. All bills have been rendered with Actual meter readings.
It is suggested that the customer investigate internally to identify the cause of their consumption.

Customer Answer
Date: 06/25/2024
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.
I did not settle this matter.
We are trying to get a response from National Grid. They ignore us. Here is what we want.

they keep saying that the meter is Ok

I simply asked them to replace the meter .

They keep saying that it is ok

Its from 2002. Look
Customer Answer
Date: 06/25/2024
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.
I did not settle this matter.
We are trying to get a response from National Grid. They ignore us. Here is what we want.

they keep saying that the meter is Ok

I simply asked them to replace the meter .

They keep saying that it is ok

Its from 2002. Look
Business Response
Date: 07/16/2024
National Grid does not exchange meters that are in good working order.
Due to the customer's concerns, we investigated the accuracy of the meter in question M#********. The test results showed that the meter is within guidelines of =-2% : High Load100.21% Light Load 100.25% Power Factor 100.0%
As a courtesy, on 7/10/24 we did replace the good meter M # ******** with another meter M# ********.
Again, we suggest the customer check internally and/or have Mass Save free home assessment audit if they feel their consumption is high as we have ruled out the meter as the cause.
Initial Complaint
Date:05/28/2024
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.
Mixed meter investigation on April 8th 2024 confirmed that mine and my neighbors electric meters are mixed. National grid has yet to fix the problem and are continuing to charge me the incorrect bill. First they told me it would *********** weeks to correct, now I'm being told 3 months. I've only been a customer with them since December 2023.
Business Response
Date: 05/30/2024
Dear *****,

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

Our records indicate that a mixed meter investigation was first completed November 17, 2023 in which it was discovered the meter you were being billed for was in fact servicing a different apartment within the building. The accounting and your meter number were corrected as of January 19, 2024.

The new mixed meter investigation completed April 8, 2024 indicates meters are again crossed. I have escalated this matter to be reviewed as soon as possible by our back office to make necessary adjustments and to review the information received from the field regarding the April 8th investigation.
The balance for your account has been suspended until this matter is fully reviewed, at which time you will receive a letter with the outcome.

If you have any questions or need additional information,please call Customer ********************** at ************** available Monday-Friday,7:00am-5:00pm or, for your convenience, visit us at www.nationalgridus.com.

Sincerely,
National Grid
Customer Answer
Date: 08/14/2024
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.

I filed a previous complaint with National Grid 5/28/2024 regarding mixed meter investigation. On 5/30/2024 National grid responded stating that the balance for my account was suspended until the matter was fully reviewed. I received a letter dated 7/19/2024 that a credit of $1335.09 was added to my account along with a billing analysis of what i was charged and what I was supposed to be charged. I could only see a credit of $368.35 on my account so i called ********************** to find out where the rest of the money is. I was informed that the credit was used to pay off the past due balance of $966.74, which was from the incorrect meter. On my billing analysis National Grid sent me i have only used $562.72 worth of electricity from 1/10/2024-7/08/2024. I want the correct amount credited back to my account. I spoke with someone at National Grid 8/06/2024 who stated they were escalating the issue and would personally call me back and i have yet to receive that call back.
Business Response
Date: 08/14/2024
Your account has been credited $1,335.09 for the difference between what you were billed on the incorrect meter, and what you should have been billed on your correct meter.
You are responsible for the bill dated 1/10/24 in the amount of $22.90, 1485 kWh recorded 1/10/2024 to 7/08/2024 in the amount of $562.71 and your current bill (service period 7/08/24 - 8/07/24) in the amount of $270.09. This totals $855.70
We have received the following payments totaling $953.96 - $22.90 dated 1/12/24, $269.55 dated 2/21/24, $291.31 dated 3/20/24, $370.20 dated 5/01/24.
The difference between amount billed, $855.70, and payments received, $953.96, is a credit of $98.26. This is the current balance on your account and is accurate as rendered.
Customer Answer
Date: 08/14/2024
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.
That math doesn't add up. My credit should me more than that. 1335.45-855.70= 479.75

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,
Devyn
Initial Complaint
Date:05/21/2024
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.
National Grid account # *********** estimated our *** for 20 months. We were told that after 3 months of estimates we should have received a notice that something was wrong (estimate vs actual reading). We never received any notification and we continued to pay our bills. They then decided to rebill us for ********************* October of 2022 with double to triple the *** usage. We have been trying to resolve this for months with no success. Yes they came out and checked the meter. We are disputing the astronomical increase in the *** usage and the fact that we were not notified of any problem. . We have been at this location for decades and there is no explanation for the sharp increase in usage. They say we now owe $22,000. How is this possible and how can National Grid get away with it? Where is the consumer help for businesses in Massachusetts?
Business Response
Date: 05/23/2024
Good afternoon,
Thank you for contacting National Grid regarding electric account ***********.
We wish to advise that National Grid had investigated bill accuracy and has addressed this matter with the ********** of ****** Utilities.
Thank you.
Sincerely,
****************************************
National Grid -Sr ********OOP
Initial Complaint
Date:05/20/2024
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 enrolled myself in automatic balanced bill pay when I bought my house. Your company refused my payments for months, blamed it on my bank, thus ruining my account, didn't notify me until 4 or 5 months LATER and now I still don't get a single bill, zero notifications, zero emails, no physical mail and you just lock ym account. This is absolutely insanity. You are purposely ruining my account and clean payment record because your company, website and billing system is messed up. I've reported the company to the state and I demand it get fixed so I can pay my **** bill online or via autopay like a normal person. Absolutely ridiculous that everything else I own doesn't have an issue with my auto pays ivenever over drafted, never gotten down to zero, and yet, National Grid chooses violence and ineptitude and then tries to blame it on me a single mom with 2 kids just trying to pay her bill. I've owned multiple homes and rented since 2010 and NEVER HAVE I EVER missed a payment or had such an issue jist trying to pay a **** utility bill as I have with national grid at my current home. Disgusting
Business Response
Date: 05/21/2024
This complaint is currently being addressed via a case opened with Massachusetts ********** of ****** Utilities.
Initial Complaint
Date:05/16/2024
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 am being charged higher usage then any previous year with no changes in applicanes or activity in my house. When I called national grid I was concerned that they might be mixing up the house numbers with a brand new house built across the street as this is the only recent change that could be affect how much electricity is getting used. When I called and talk to Princess she talked to her supervisor ******* who refused to talked to me or investigate. I was told to contact my landlord several times during the call which means the supervisor wasn't looking into the issue at all. I own my own home. I mentioned several times that it was a single family home and I owned the property. Supervisor just kept saying talk to your landlord.These call are recorded. I need to launch an investigation as I believe I am being build for another house and that they think my house is my neighbors and my neighbors is my house. The house numbers are similar.I would like a call from their complaint resolution department.
Business Response
Date: 05/20/2024
We did a field investigation to confirm that the meter being billing for customer *************************************** ********************** account is the one that is located on her home on 4/26/24. The meter is ******** and correctly associated with **************************************************************************************
Our records indicated that the meter reads have been actual, not estimated and that the consumption since the account opened has been consistent. However the rate for which the customer was being charged ( with an elected 3rd party supplier) ****************** Mass for March and April 2024 increased to nearly 30 cents per kwh compared to the previous year at 20 cents per kwhs. This was the reason for the increased bills.
We will have someone call ******* and discuss this again.

Customer Answer
Date: 05/20/2024
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.
no one has called me. I requested a supervisor call me and this response says that someone would call. I have not received a call and will not find this matter resolved until someone contacts me.

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: 06/03/2024
A detailed voice message was left for the customer at ************** on 5/23 with details explaining the high cost per KWH with their supplier. The customer did not return my call
Customer Answer
Date: 06/07/2024
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.
Talk to supervisor and they said they would pull call to reveal how I was given miss information and never heard back.
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:05/12/2024
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.
OVER DUE AC OUNT THAT HAS BEEN PAID OVER THE ***** AND DOES NOT GET ADJUSTED WITH PROPER ARRANGEMENTS AND THEY WILL NOT HONOR THESES CHARGES WITH ALL OF THE FORGIVNESS THAT HAS APPLIED WITH CREDITS.I HAVE REPEATDLY SENT NOTIFICATIONS TO FCC: FCPB: CONSUMER ACTION TO REMOVE NEGATIVE INFORMATION FROM BUSINESS PRATICE.
Business Response
Date: 06/05/2024

Unfortunately the customer had not made sufficient payment(s) in order to receive *** forgiveness credits:
******* bill *** Installment $152 due 1/28/24, Payment received 1/29 $75 + $27 = $102
* NO *** forgiveness credit given since full *** payment was not received

February bill *** installment $152 + $50 remaining for ******* = $202 due 2/28/24. Payment of $50 was received 2/6
* NO *** forgiveness credit given since full *** payment was not received

March bill *** installment $152 due 3/28/24. No payment received.

This account closed 4/15/24 and a new account at a different address was opened 3/1/24. The *** payment plan has been transferred to the new account however, No payments have been received to the new account so no *** credits provided

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National Grid USA is NOT a BBB Accredited Business.