Billing Reviews

“  No paperless billing - from a supposed "energy
conscious" company. Average as far as
experience goes with any customer service type
things. ”

“  My fault, but didn't realize when the 2 month promotional rate expired they would charge considerably higher on the MTM than anything they had listed at PowerToChoose. Req'd paperless billing and autopay and the monthly email doesn't state usage and current rate, just net due and due date. I was neglectful and didn't sign on to the website to see my full statement w/the exorbitant rate.Was generally happier w/GEXA and am now giving Kinetic a try. ”

“  First of all, I want to say that every customer service representative was extremely nice and I truly believe they tried to help. With that said I have set up service with a number of electric companies due to moves related to my career. I am flabbergasted at how incredibly difficult setting up service with National Grid has been and how many flaws there are in the system that make the customer experience Difficult. The key points are lack of communication and faulty Customer facing systems. This includes the website, the app, and the communications you receive regarding your account. So if youre going to use this company, you need to make sure that you are tracking when you might owe money, checking your account to make sure everything is correct, and calling customer service. so lets talk about using the phone system. I have never heard a verbal prompt which so much scorn and derision as National Grid. No matter what prompt you enter youre going to get an automated billing statement and theyre going to make you do this a minimum of two or three times before you get any other option. Meanwhile, the voice prompt keeps saying Something like I WANT to help you BEFORE I can help you I need more INFORMATION and then sends you back to the Billing recording which youve already heard two or three times. I have learned the only way to get help is to say (or yell) customer representative regardless of the prompt. This will eventually get you to a customer representative. This person will do what seems like the best they can to help, but it seems like the system creates glitches anyways. so I ended up with an account that I did not did not know existed and A second account that did not exist on their end but showed up in my Web portal. Meanwhile, I owed money on an account I did not know existed and saw a zero balance and inactive statement on the account that I thought did exist because that was the account they gave to me in the first place. Signing up for Scheduled payments doesnt work and everyone on the customer service and said that that can be super glitchy and Im not the only one with problems with that. So now I can kick it like its 1980 and send a paper form with my bank information if I want to or just not use that option. Or I can verbally give my bank information on a recorded line which seems pointless since the account already has my bank information so why would I need to tell it over a recorded line again, and just where are these recordings stored and how protected is my bank information now that it is in a recorded phone bank. And God help you if you try to navigate the app. Even though you download it and enter your account number it acts like you have no account with National Grid and links to absolutely nothing on the website account so, whats the point? This app has one star and I can absolutely see why. Its hard to believe this provider provides a service to such a wide service area, and yet they act like its the early 2000s. It seems almost criminal the lack of priority and support they give to the customer side of this business. they need to improve and upgrade and update everything about their system. The people who are helping me are extremely nice and I truly get the sense that they are doing everything they can. But I get the sense they are limited in what they can do. So if youre going to use National Grid, make sure you know everything. Triple check that your account is active and you can see the account and the balance. Triple check that you have set up a payment account and that somehow the system has not removed that or removed the auto pay that you had originally set up. Triple check that everything is going as planned so that your Credit score doesnt get messed up because National Grid has a terrible customer experience and a very glitchy system. I dont know if this will make any difference to National Grid but if someone else is aware of these issues and knows in advance how much work and attention they will have to give in working with National Grid at least that will benefit someone. If I had the option to go with a different provider, I would, but I am a renter and so this is what I need to do. Sidenote, I talked to someone who lives in the same town who ended up getting billed for someone elses electrical bill (they had moved but the company did not follow through on removing them from the account) and they ended up having to pay thousands a dollars or have their credit score ruined, even though the account wasnt even on the place that they lived. They thought since they had done everything they were supposed to that It was not an issue anymore, and found out months later that there was an account with their name on it in arrears, and it was going to impact their credit score. Given My experience With a ghost account that was inactive and an active account that I knew nothing about But owed money on, I completely believe this. So I did have the heads up early that there are some serious glitches in the system with this company. ”

“  Billing is very sketchy
No help from customer service on billing-4 calls with 4 different stories
Pay close attention to your billing-they will say a payment cancelled will be credited back from where it was paid from then tell you it was credited toward your next bill but with the adjustment line on your billing the numbers will never add up
Pay close attention to your bill and always check the adjustments line above your current balance
For this reason I WOULD NOT recommend this service ”

“  Every month the billing department receives my check and deposits it but doesnt credit my account for weeks later.
I receive disconnect letters even though I call customer service and email them copies of my cancelled checks.
I have requested a call from the billing department numerous times only to be told they dont return calls. ”

“  Reliant has battled me for almost a year now. They promise a google hub max when you sign on for a 2 year contract. Reliant energy has screwed me over because in my initial phone call where I agree to the contract I said the words "Google hub" rather than "Google Hub Max" so currently I've been denied the right to null my contract for inaccurate promotions. Reliant has defended their contract by sending me a Google Hub Mini and stating that everything gis now settled on their end and if I'd like to leave I MUST pay myself out of their contract. Have no issues with billing, But a company that cannot uphold their promotional offers for new customers is no company I would recommend. Choose your words wisely with Reliant Energy. I would also like to mention that multiple agents have confirmed my issue is easy to fix, However no manager that I spoke to would assist me in correcting the issue. ”