This happened back in 2013. We had just moved to a new neighborhood. I signed up for online bill pay, but, had only been paying the electric bill. I thought both electric and gas were included. So, gas was shut off on the day that Rhode Island was expecting a Nor'easter. We told them we would gladly pay the bill in its entirety that day--nope. It was going to be at least two weeks before they would turn our gas back on. My husband thought he smelled gas and called the company-they sent someone out, but he said that he could not turn the gas back on, or he would lose his job. In other words, there was someone right in our driveway from National Grid, with explicit orders to not turn on our gas. So, Nor'easter came. We heated our 2000 square foot house with large electric heaters--cost us a fortune, but we were terrified our pipes would freeze. We also had our 8 year old son, and an elderly person living with us. Did National Grid give one iota of concern? nope. For the next 9 days or so, my husband was on the phone with them constantly--they finally turned our gas back on. Their customer service reps cared less about our situation. Mean, heartless bastards, everyone we talked to. This is what is WRONG with monopolies---consumers that have NO choice are at the whims of horrible companies like this.