'They need to be held accountable': Massachusetts electric customers reeling after being served thousands of dollars in delayed charges thanks to providers' 'poor' billing practices

'I gave up trying'

Brian Pratt, a National Grid customer, says he went nearly a year without an electric bill in 2022 and 2023. Suddenly, he received two bills dated April 12 and April 13, 2023, followed by a much larger bill three weeks later totaling $1,092.47.

“I had reached out to them via email, via phone, and I got the same runaround, ‘Oh, we’re working on it.’ And I gave up trying,” he told NewsCenter 5. “We want to pay our bills on time. We don’t want surprise bills nine, 10 months later.”

Diane Kimball says she hadn’t gotten an electric bill from National Grid since last August, despite calling the company and having a technician inspect her meter — twice — only to be told it was fine.

“They have a poor billing practice, or there’s something wrong in the company, but they need to correct it,” she told NewsCenter 5. “I pay my bills. I owe the money. I don’t want my power shut off.”

The broadcaster says utility customers reached out to them after reports National Grid failed to bill thousands of gas customers this past winter. On March 31, the Massachusetts Department of Public Utilities (DPU) ordered the company not to collect charges older than 60 days if bills were not sent in a timely manner, pointing to a rule established in 2013. NewsCenter 5 says a DPU spokesperson confirmed this rule applies to all utility customers in the state. Customers have to contact their utility for relief. If there’s still an issue, they can file a complaint with the DPU’s consumer division.

Pratt says he pushed National Grid for a credit and received a $1,500 refund. Kimball says she's in the process of having old charges waived. Lawrence-Coston says she had eight out of 10 months' worth of charges cleared by Eversource.

“They need to be held accountable for their error,” Lawrence-Coston said. “This had nothing to do with me. It was not my fault that their system wasn’t working.”

According to NewsCenter 5, Eversource issued a statement saying it was “already working to resolve each of the issues in question” before media inquiries. The broadcaster also quoted a National Grid spokesperson: “We sincerely apologize to any customers experiencing billing delays and remain focused on resolving any long-term billing issues.”

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Weigh the risks of other energy options

In Massachusetts, consumers have the option to shop for third-party energy suppliers, which could lower their electricity bills. There are some risks, though, so be aware.

There have been reports in the past where customers who switched service providers paid more over the course of a year. It’s important to read the fine print of a contract when it comes to billing practices, rate changes and fees.

The Office of the Attorney General also received complaints of aggressive and deceptive tactics by suppliers. Keep your eyes open for shifty sales tactics.

Massachusetts residents can visit Energy Switch Massachusetts to compare rates and plans by zip code. Consider looking for fixed-rate contracts, transparent terms and checking for any termination fees. Ensure that you're getting a deal that suits both your budget and energy needs.