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A Massachusetts woman was left facing an unexpected financial crisis after National Grid allegedly withdrew $28,260.60 from her bank account to cover a gas bill that the company had previously acknowledged was incorrect. The situation took a more serious turn several weeks later when Wise woke up to discover that National Grid had withdrawn the entire $28,260.60 from her checking account. She was caring for her 2-year-old child and was also pregnant at the time, making access to money particularly important for her family’s everyday needs. When she contacted National Grid again, she was reportedly informed that returning the money could take between seven and 10 days. For someone whose account had been pushed into the negative by a withdrawal of more than $28,000, the proposed waiting period was a major concern.
Because she believed there had been a mistake, wise contacted National Grid. Because of an incorrect meter reading, after further checking, however, the representative discovered that the bill had been generated. Because the company had already informed her that the original charge was based on a faulty meter reading and that she had no outstanding balance, the withdrawal was particularly damaging.
The company representative reportedly confirmed that the bill was wrong and that Wise owed nothing.
During her initial conversation with the company, a representative reportedly told her that the bill was hers. The unexpected debit pushed her account into a negative balance, according to CBS News Boston. Wise said she could no longer make ordinary purchases, including groceries and fuel for her car. Wise told CBS that within approximately two hours of contacting the programme, she received a call from National Grid’s president’s office. Wise said she was told that the refund would be sent immediately.
Madison Wise, from Malden, found herself with a negative bank balance after the money was taken, leaving her unable to pay for everyday essentials. The incident came weeks after she had contacted the utility company about the unusually large bill and was reportedly assured that she owed nothing. Wise questioned the explanation, pointing out that the amount was comparable to the price of a new car and far more money than she had ever seen in one place. Believing the matter had been settled, she thought she could put the incident behind her. Money that was meant to cover essential household expenses had effectively disappeared from her account. The situation also raised concerns about other payments that were scheduled to leave her account automatically. With her rent due within a week, she feared that the unexpected negative balance would cause further financial problems. The withdrawal affected more than Wise’s bank balance. Speaking to CBS News Boston, she described the experience as an overwhelming period of panic. She was worried about being unable to buy food, fill her car with petrol or pay for necessary medical appointments during her pregnancy. Wise explained that the company did not initially appear to understand the scale of the problem. After struggling to get the issue resolved, Wise approached CBS Boston’s I-Team Call for Action, a consumer assistance initiative that investigates complaints and helps people deal with companies. The intervention appeared to bring a rapid change in the company’s response. During the call, the company apologised for the trouble caused and assured her that it would take steps to return the money.
Wise’s troubles began in April 2026 when she opened a National Grid account in her name for a new apartment her family was preparing to move into, according to CBS News Boston. US election results: Flooding forces relocation of 21 polling sites in Florida US House election: Democrats need 3-seat gain to end Republican majority US Senate election: Can Democrats flip the Senate as Trump faces crucial test? The utility account had been registered in Wise’s name for just 3 days, making the size of the subsequent bill particularly alarming. Despite the brief period, she received a gas bill amounting to $28,260.60.
Wise told the I-Team that National Grid had agreed to cover any overdraft fees and bounced cheques resulting from the incident, according to CBS News Boston. She said the incident had made her question whether the same thing could happen to other customers. However, the family never got the opportunity to settle into the property. Before they could move in, the building was condemned and the lease was terminated. The response also included measures intended to address the financial difficulties caused by the withdrawal. The utility also offered to provide credits to her account. You use AI every day. Now get your AI Quotient. Take the AIQ test.
The company indicated that the process of getting the funds back into her account could take two to three days, a shorter timeframe than the seven to 10 days initially communicated to her.
The company said it had refunded the charge and was working with Wise’s bank to ensure the money was returned as quickly as possible. It also said it was reviewing the account to understand what had caused the error and was working directly with Wise to make sure the matter was fully resolved. National Grid subsequently issued a statement acknowledging the impact of the incident and apologising to its customer.
The amount was far beyond what she could reasonably have expected for such a short period.