COVID-19 and Your Bill
Read on for the latest information about our payment policies and more.
We recognize that this unprecedented situation may result in financial difficulty and you may be worried about your National Grid bill. We hope to alleviate your concerns about your electricity and natural gas service during this time.
If you need help paying your bill, we have payment plans and billing options available, including assistance programs to lighten the burden.
Frequently Asked Questions
National Grid is temporarily suspending residential collections-related activities, including service disconnections and penalties for late payments, to lessen any financial hardship the COVID-19 pandemic may have on our customers. These policies are effective immediately and will remain in effect in alignment with the respective executive orders issued.
Please note that regular billing and payment schedule will continue for all customers. We offer a variety of payment and billing options, including special COVID-19 payment plans, designed to make transactions easy and convenient. Customers needing assistance with paying their bills can click here for more information or call to speak with one of our customer advocates.
To conveniently manage your account, you can do so online and avoid longer than usual wait times in the call center. You can also continue to pay your bill or find assistance through a variety of online tools. Please visit ngrid.com/billpay to explore convenient options including:
- Paperless Billing
- Pay by Bank Account
- Pay by Credit Card (fees apply)
- Automated Payments
- Budget Plan
- Assistance Programs
No, our billing and payment schedule continues for customers. Please continue to pay your bill if you are able. The temporary suspension of collections activities was designed to lessen the burden for those struggling to pay, due to work restrictions caused by the pandemic. As part of the collections suspension, National Grid will not charge interest and penalties for late payments, will not perform service disconnections due to non-payment until further notice.
Customers needing assistance with paying their bills can click here for more information or call to speak with one of our Customer Advocates. Note: Call wait times may be longer than usual.
Effective March 13, 2020, National Grid has temporarily suspended collections-related activities, including service disconnections, to lessen any financial hardship the COVID-19 pandemic may have on our customers. This includes temporarily suspending interest and penalties for late payments. Though collections and disconnections remain suspended for residential customers, on September 1, 2020, the Massachusetts DPU moratorium for commercial and industrial customers who are in arrears expired. These policies will remain in effect in alignment with the respective executive orders issued, and we will evaluate their continued need in consultation with state regulators.
What this means for Commercial & Industrial Customers
As our collection and disconnection activities for non-payment resume we want to help you avoid service disruptions. Make sure you’re receiving all the financial assistance you’re eligible for. If COVID-19 is impacting your ability to make your utility payments, we can help. We’ve revised our payment plans and terms for commercial customers, including small business. You can get on track with as little as $0 down and 0% interest. Visit our commercial payment plans page here for more information.
No. We will not retroactively charge interest or fees for non-payment from March 13, 2020 (the date collections activities were suspended) through the time when the suspension policy is lifted. These policies will remain in effect in alignment with the respective executive orders issued in MA, NY and RI, and we will evaluate their continued need in consultation with state regulators.
Effective March 13, 2020, in response to the pandemic, collection agencies temporarily stopped reporting unpaid inactive (closed) National Grid customer accounts to credit bureaus. Effective Oct. 1, 2020, normal collections and credit reporting has resumed.
Please be assured that, as our permanent policy, National Grid will not report your active account – whether residential or nonresidential – to a credit bureau. We will refer inactive (closed) National Grid accounts with unpaid balances to a collection agency (not a credit bureau) to pursue payment, after a minimum of 23 days.
Once an account is on record at a credit bureau, payments you make on the overdue balance also are reported. Your credit report will show either “Paid in Full” or the updated balance.
While we do not report to the credit bureaus, you can let us know if you notice an inaccurate derogatory report from one of our collection agencies.
Yes, collection agency credit reporting will impact your credit score. To dispute the report, you will need to contact the credit bureau directly for resolution.
Once an account is on record at a credit bureau, payments you make on the overdue balance also are reported. Your credit report will show either “Paid in Full” or the updated balance. These payment notifications typically raise your credit score.
While we do not directly make credit reports, you can let us know if you notice an inaccurate derogatory report from one of our collection agencies.
We review questions on a case-by-case basis to determine if the reporting should be retracted. Please note, however, that there are very few valid reasons for removing a derogatory report from your file once it is reported. Two examples of valid reasons are:
- You did not actually owe the debt reported; or
- You were not receiving bills for the debt that we reported, and that implies that you were also not receiving collection letters warning you of reporting.
In general, it is a violation of federal law (Fair Credit Reporting Act) for us to retract accurate information from a credit file, just as it is a violation of the law for us to report inaccurate information.
Unfortunately, scams related to the COVID-19 outbreak are on the rise, and you may be contacted by imposters claiming to be from National Grid. Scammers may try to:
- Collect past-due balances – even if your account with us is up-to-date
- Promise to save you money on your next bill, or
- Threaten to disconnect your service
Please remember that National Grid never demands direct payment by prepaid debit card and never accepts payment through these cards. For more on avoiding utility scams, please see Scam Alert.
To support customers affected by the health impacts, financial hardships and disruption caused by the COVID-19 pandemic, National Grid has committed $500,000 to provide immediate relief to families and individuals in need and bolster efforts by local organizations to assist communities across Massachusetts, New York and Rhode Island.
Our funding commitment is targeted to help bolster efforts to meet the basic needs of our communities that have been impacted by COVID-19 across Massachusetts, New York, and Rhode Island. Current donations were made to community-based organizations and funds, additional allocation is still under review, based on need. The following represent some of the programs and funds that will be targeted: