More information about the recent Massachusetts Gas bill delivery delay.
We recognize that the billing delay that affected some Massachusetts gas accounts has been confusing and disruptive, particularly as we navigated a colder than average heating season. If your account was impacted, please accept our sincere apologies for the inconvenience this has caused. We are cooperating fully with the Massachusetts Department of Public Utilities to issue bill credits to customers who did not receive bills for longer than 60 days due to this issue.
Frequently Asked Questions:
We have been communicating directly with customers who were impacted by this issue. Customers who will receive a bill credit will receive notification via email and printed letter confirming details.
No action is needed. We are communicating directly with customers who have been impacted by this issue via email and printed letter. If your account is due a credit, it will be automatically applied, and you will notice this credit on your bill in the next 1 to 2 billing cycles.
In the next 1 to 2 billing cycles, the credit will appear in the 'Other Charges/Adjustments' section of your bill, where it will be listed as a 'General Credit’.
If your bill was delayed for less than 60 days, a credit will not be posted to your account.
The credit was calculated based on your gas usage for the period exceeding 60 days during which you were not billed. For example, if you were not billed for 70 days, the credit reflects the gas usage during the 10 days beyond the 60-day period.
No, this credit will not affect your expected monthly LIHEAP assistance payment.
No, we have suspended all collections activities (including disconnection) until June 1 for the accounts impacted by this issue.
The credit will be applied to your past-due amount. If you still have an outstanding balance after the credit is applied, we recommend enrolling in a payment agreement. We are offering an enhanced payment plan for customers affected by this issue. The terms include a 10% down payment and a repayment period of 9 months. Please call a Customer Service Specialist at 1-800-233-5325 to enroll.
Yes – both residential and commercial customers are eligible for the enhanced payment plan.
We are reviewing all payment agreements and will provide an update if there will be changes to your existing agreement.
Your Budget Plan will continue as expected. Your credit will be applied towards your monthly payment due.
The credit will be applied to your account. You will see this credit on your bill in the next 1 to 2 billing cycles.
After the credit is applied, we will deduct the credit amount from your current balance, which may change your next recurring payment amount.
With recurring pay, your payment amount will be dependent on your payment settings. You can adjust your recurring payment settings by logging in to your account. Any changes you make will be reflected immediately in our system. However, if you have a scheduled payment currently processing, the new amount will take effect with your next payment.
If your account is set to only pull a maximum amount, or fixed amount, your payment will be withdrawn based on your account settings. We recommend ensuring that sufficient funds are available in your account during this period to avoid any issues with payment processing.
The credit will still be applied to your National Grid bill.
When seasonal rate changes were implemented, a system error occurred within our billing system, which prevented bills from automatically being generated.
We understand that this has been a difficult experience. We want to assure you that our specialized billing team is committed to resolving your bill delay and preventing this issue from happening again.
We offer programs and services to assist you in managing your energy bills. If you are behind on your payments, the best first step is to set up a payment agreement, which allows you to spread the amount you owe over future bills. We are offering an enhanced payment plan for customers affected by this issue. The terms include a 10% down payment and a repayment period of 9 months. Please call a Customer Service Specialist at 1-800-233-5325 to enroll.
Once you have established a payment agreement, you may find it beneficial to enroll in our Budget Plan. The Budget Plan takes away the seasonal highs and lows to provide twelve even monthly payments throughout the year.
You can call and speak with a Customer Service Specialist at 1-800-233-5325.