National Grid complaint?

Do you have a dispute or a bad customer experience with National Grid? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

National Grid has no single customer service number: each service area has its own line, for Upstate New York, for Brooklyn, Queens and Staten Island, for Long Island and the Rockaways, and for Massachusetts electricity and gas. The right number is printed on your bill, and on the contact page for your area once you choose your region on the National Grid website, linked in the contact details at the top of this page. Account holders can also sign in to their online account for billing, payments and starting or stopping service. If you smell gas, leave the building first and call the gas emergency line for your area or emergency services from outside.

Bill or shut-off notice you want to contest? Start your complaint here as well, and we push it out to National Grid by email, social media and printed letters.

A National Grid bill usually jumps for one of a few reasons: more heating or cooling in a cold or hot spell, a longer billing period, an estimated reading followed by an actual one that catches up the difference, a change in the supply or delivery rates, or the rate of a third-party energy supplier billed through National Grid. Compare the usage and the number of days with the same bill a year earlier, check whether the reading was marked actual or estimated, and look at the usage history in your National Grid online account.

If the figures still do not add up, ask National Grid in writing to check the meter reading and the bill, attach a dated photo of the meter, and ask about a payment plan while it is reviewed. Keep paying the part of the bill you do not dispute, and note every reference number you are given.

To escalate a complaint with National Grid, ask the customer service line for your area to record it as a complaint and to pass it to a supervisor, and write down the reference number, the date and the name of the person you spoke with. Then put the key points in writing through your online account or the contact page for your area: the account number, what is wrong with the bill or the service, the dates of earlier contacts and the outcome you want, such as a corrected bill, a credit or a payment arrangement. National Grid USA has its head office in Waltham, Massachusetts; the address is in the contact details at the top of this page.

Corrected bill promised and not issued? Open a case with us: our trained AI keeps coaching you on what to send National Grid and when to push again.

Yes: in New York, the New York State Department of Public Service (Public Service Commission) handles service and billing issues with gas and electric utilities such as National Grid, and in Massachusetts the Department of Public Utilities (DPU) takes bill and service concerns about electric and gas companies from Massachusetts residents and business owners. Both generally expect National Grid to have had the chance to put things right first, so keep a record of every call, letter and reference number.

Billing dispute with National Grid? We help you write the complaint in minutes through our complaint process, with the bills, readings and dates set out in order.

Be careful. Callers posing as National Grid, sometimes with its name on the caller ID, threaten to cut off service within minutes unless you pay at once. National Grid says it never demands immediate payment by prepaid card, gift card, wire transfer, cryptocurrency or a payment app, and a real representative already knows your account number.

Nothing has been reported about National Grid here yet. Our research shows what typically goes wrong at gas and electric utilities in the US Northeast: winter bills far higher than expected, estimated readings followed by a large catch-up bill, payment plans and shut-off notices over arrears, delays when starting, stopping or moving service, long restoration times after storms, and charges from third-party energy suppliers on the utility bill.

Large catch-up bill once an actual reading came in? Be the first to report it: your case opens the record for the next National Grid customer in New York or Massachusetts with the same bill.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of National Grid through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with National Grid can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.