Calling National Grid customer service? Prepare to be put on hold

COHOES, N.Y. — As National Grid seeks to raise electric and gas rates across New York state, some customers say they’re struggling with more than just the cost — they’re struggling to reach the company at all.

Lynn Fields, 76, said she’s spent the past four days trying to get through to National Grid’s customer service line, each time ending up on hold for hours.

“I call and all I do is get put on hold,” Fields said. “Yesterday, I was on for three and a half hours.”

Fields recently moved and has been trying to cancel her service. But she doesn’t own a computer or smartphone, and she doesn’t have internet access at home. Her only way to contact the company is by landline.

“We can’t afford computers and smartphones and all that stuff,” she said. “We’re basically living from one Social Security check to another.”

Her frustration is compounded by National Grid’s plan to raise rates. If approved by the state Public Service Commission, the average customer would see their bill rise by about $600 a year over a three year period.

“That’s ridiculous,” Fields said. “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 was there when she tried to call National Grid’s customer service line, once again, to experience the process firsthand.

After 30 minutes on hold with no response, a voicemail was left with the company’s media relations team. Minutes later, a spokesperson replied by email, saying the company would look into Fields’ situation.

National Grid did not respond to questions about the cause of the long wait times or whether accommodations exist for customers without internet access.

Fields said she’s still waiting for help — and for answers.