Struggling to Reach National Grid Customer Service?
As National Grid seeks to raise electric and gas rates across New York, many customers are facing challenges beyond just the cost—they're struggling to connect with customer service.
Lynn Fields, a 76-year-old resident, shared her experience of trying to reach National Grid's customer service line for four consecutive days, often ending up on hold for hours.
“I call and all I do is get put on hold,” Fields lamented. “Yesterday, I was on for three and a half hours.”
Fields, who recently moved, is attempting to cancel her service but lacks access to a computer or smartphone, relying solely on her landline.
“We can’t afford computers and smartphones and all that stuff,” she explained. “We’re basically living from one Social Security check to another.”
Her frustration is heightened by National Grid’s proposed rate hikes, which could increase the average customer's bill by about $600 a year over a three-year period if approved by the Public Service Commission. Fields voiced her disbelief:
“That’s ridiculous. You’re paying, and someone can’t answer the phone for you. But if I don’t pay the bill, they’ll definitely get a hold of me.”
CBS6’s Briana Supardi documented the experience firsthand, spending 30 minutes on hold before leaving a voicemail for the media relations team. Shortly after, a spokesperson responded via email, promising to look into Fields’ situation.
However, National Grid has not addressed inquiries regarding the long wait times or accommodations for customers without internet access. As of now, Fields continues to wait for assistance and answers.
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