State Representatives Alert National Grid Customers Impacted by Billing Delays of Their Eligibility for Account Credits

In May, Malden Representatives Steve Ultrino, Paul Donato and Kate Lipper-Garabedian highlighted information regarding the Commonwealth’s Order to National Grid mandating credits and refunds for which residents in Malden might be eligible. In fall 2024, National Grid experienced an issue with a new billing system that created a billing delay for approximately 1% of its 950,000 Massachusetts customers, including customers in Malden. As a result, customers were faced with the prospect of having multiple delayed bills delivered at once.

On March 31 the Department of Public Utilities issued a Letter Order to National Grid directing the company to take corrective action. Under the Order, customers who did not receive a bill for more than 60 days must have any charges for usage beyond that 60-day period waived. If a customer has already paid such charges, National Grid is required to issue a credit or refund for the amount paid.

Because there appear to be delays in implementing this Order, the state representatives encourage customers to review their accounts. One Melrose resident who contacted Representative Lipper-Garabedian had been offered a $25 credit for the billing issues; following the legislator’s outreach to National Grid, the resident received a $944 refund.

Customers who have been impacted by billing delays, including those that have paid late bills and not received a refund or credit, should contact the Department of Utilities at 617-305-3742 or by email at DP********************@**ss.gov.