Escalate Anything

National Grid (US): billing error

Call the regional customer service line to dispute the bill; New York customers can then go to DPS and keep service on for the disputed amount by paying the rest.

ACredibility A · last verified 2026-10-12 · 100% official or government sources
What does this mean?

Grade A (high: almost everything comes from official pages read directly). 100% of 48 sources are the organization's own pages or government sites.

All National Grid (US) contactsOpen in the interactive directoryJSON

Collect

Steps

  1. Call the customer service line for the region and dispute the bill or ask for a high bill review. Get a reference number.

    Use the line for the account's region.

    PhoneCustomer service, Upstate New York +1-800-642-4272

  2. Keep paying the undisputed part of the bill.

  3. If not resolved, complain to the NY Department of Public Service or the Massachusetts DPU.

More contacts for this issue

PhoneCustomer service and gas emergency, New York (Brooklyn, Queens, Staten Island gas site) +1-718-643-4050
PhoneCustomer service, Long Island gas +1-800-930-5003
PhoneCustomer service, Massachusetts +1-800-322-3223

Facts you can cite

Rules in force

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

  1. Customer service

    PhoneCustomer service, Upstate New York +1-800-642-4272
    PhoneDisconnected accounts, repayment options and financial statement help, Upstate New York +1-800-443-1837

    Call the customer service number for the account's region (Upstate NY, NY metro, Long Island, or Massachusetts).

  2. Supervisor

    Ask the representative for a supervisor. Write down the name and reference number.

  3. Written complaint

    PhoneCustomer service, Upstate New York +1-800-642-4272
    FormCustomer Claims (property damage, bodily injury, business loss; online form hosted by Origami Risk)

    National Grid does not publish a complaint address or email. Use the account web form in My Account or send a dated letter; keep call notes with reference numbers.

  4. State agency

    Your state’s utility commission. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

    New York: New York State Public Service Commission / Department of Public Service (contact the utility first). Massachusetts: Department of Public Utilities (DPU).

  5. State agency

    Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

    New York Attorney General or Massachusetts Attorney General, by the account's state.

Watch out

  • Phone numbers and rules differ by region; the regionalized pages on nationalgridus.com only render the right content with a region selected.
  • The Upstate NY Minimum Payment Agreement cannot be set up in My Account; call 1-800-443-1837.
  • Special protections need documentation from a medical professional or proof of age.

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1. Set it up (needs uv):

uvx escalate-anything setup

2. Ask your agent:

National Grid (US) charged me [amount] on [date] for something I did not order. Use Escalate Anything to get it corrected.

Source code, other install options and the Claude Code plugin

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