North American Power

Complaint: [redacted] I am rejecting this response because: I was told by [redacted] he would try to call me with a resolution by Friday (2/20) or by Monday (2/23) at "the latest" but I have not received a call as of Thursday (2/26) I called and left a message Monday and today with [redacted] and ***After speaking to a customer service representative today, NAP will correct the additional cost accrued as a result of terminating my previous contract month early - terminating month early came to a refund of $120; which I am told was being processed Although the early termination fee will be waived to stop paying the higher cost (vs .65/kWH), there was no other consideration givenIt seems NAP compliance does recognize the only reason a customer would voluntarily lock in to a higher price for no difference in product purchased, would be due to it's deceptive promotion of "saving money" by locking in to a guaranteed price I'm disappointed that NAP could not come to a better resolution than waiving the fee to get out of having to pay almost twice a much per kWH.Sincerely, [redacted] %

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I received an email directly from the company, and emailed them directly I asked that instead of issuing a check, that they credit my account I also wanted some type of guarantee that the charge that I will be receiving on my last billing cycle with them be a reasonable rateTo date, I have not received a response Sincerely, [redacted]

Hello, [redacted] – Complaint # [redacted] NAPG takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience that Mr [redacted] has had However, Mr [redacted] account has been thoroughly reviewed, and we are happy to report that Mr [redacted] was contacted and this issue has been resolved Should you have any further questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power

Complaint: [redacted] I am rejecting this response because: On May 14, I filed a complaint against North American Power and Gas to fully refund the sum of $to meAfter I signed up as a representative for business presentationAfter filing first complaint, I received a call from a representative of North American Power and Gas stating that they would mail out a *** gift card of $dollars within daysI have not received any restitution from that initial phone callI have tried contacting North American Power and Gas to resolve the issue and all I've gotten were the runaroundsI can only speculate that as from the onset North American Power and Gas is only selling smoke and screen Translate Desired Settlement / Outcome Desired Settlement: select Desired Outcome: I want a full refund of $paid funds due to me Sincerely, John Bidden

Hello, Complaint# [redacted] – ( [redacted] ***) The following written response is made pursuant to the complaint filed by Customer, [redacted] against North American Power and Gas, LLC (“NAPG”)In the complaint, the customer expresses her dissatisfaction with her supply rates and supply charges To begin, our records indicate Ms [redacted] account was enrolled into NAPG’s variable rate planVariable rates are subject to price fluctuations based on market conditions and other price related factorsThat being said, rates can go higher or lower than the local utility in any given month Regrettably, many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this winter—unfortunately, wholesale prices for both electricity and natural gas have increased substantially as a result of a severe winter energy shortage Although our records indicate the customer was charged accordingly, in the spirit of customer satisfaction – an accommodation in the amount of $will be issued to the customerThis accommodation was calculated at the difference between the variable rate the customer was charged and what they would have paid if they were charged at the utility’s rate-to-compare for the customer’s 2/4/ – 3/4/billing cycle As of 4/2/2015, the customer’s account will no longer be enrolled with NAPG and will not incur any further charges beyond this date Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power [redacted] T [redacted] F [redacted]

We're truly sorry that the customer, like many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this winter—unfortunately, wholesale prices for both electricity and natural gas this winter have sky-rocketed as a result of a severe winter energy shortage caused, in large part, by the extraordinarily cold weather. We do offer fixed rates that can help insulate customers from these types of market fluctuations, and our variable rate customers can always call us to make this switch. In the interest of customer satisfaction, we are sending the customer a check in the amount of $279.54, which is the difference between what the customer paid with us for their supply and what they would have paid at the utility's rate-to-compare for the customer's last two billing cycles. We sent an email to the customer outlining these points. We sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact our Account Specialist, [redacted] with any additional questions or concerns.

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. A representative has contacted me and has offered a refund check that I agreed with, they stated I should receive the check in the mail in approximately 10 days from Feb 19,2015. Thank you for your help with this issue.Sincerely, [redacted]

Revdex.com: I have researched the tracking documents attached to North American Power's response to my latest comment regarding this issue The refund check was not picked up by [redacted] until 5/12/and is currently located at the local [redacted] office in [redacted] ** I am confident that this refund check will be delivered in the next days I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Hello Complaint# [redacted] (*** [redacted] ) We at NAPG take all customer claims very seriously and diligently investigate each case to provide a reasonable response according to our records Upon further review, in the spirit of customer satisfaction, the customer will be issued an accommodation in the amount of $- which is the difference between what the customer was charged for supply with us and what they have paid if they were charged at NAPG’s 6-month $0.0979/kWh fixed rate for the customer’s 1/29/– 8/26/2014, 8/26/ – 9/26/2014, 9/26/– 10/27/and 10/27/– 11/25/billing cycles As of 11/25/2014, this customer’s account has been cancelled with NAPG and has not incurred any further charges beyond this date Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power and Gas

Complaint: [redacted] Complaint is being re-opened with consumers response: Here it is months later and I have to write another complaint about this companyWhen I switched to North American Power I was mislead to beleive how I would save so much money over my current providerI was given a rate of .0909, never was it mentioned that they had a fixed or variable rate, which they admitted to when speaking with meI was advised by their customer service that I was not given this information because at the time that I signed up fixed rates higher then the variable rateI already filed a complaint with the Revdex.com about the billing issue and they offered me over a refund, which I acceptedI then cancled my service with themI was advised when I canceled that it would take months to process the cancelation (they also advised it would take months to activate the fixed rate, which is sick being that they are charging outragious rates)Last month my rate was and this month they zapped me with almost doubleThen when my husband called to complain about the almost doubled rate they whiny guy on the phone basically said oh well, we can charge what we want because we are not regulatedHe then procedded to tell us we are stuck paying this outragious rate for another month before the cancelation is processed (mind you I orginally canceled on Feb 14, why is it taking over month to process this? It is so they can rob me of more money I do not have to give themThen to make it seem okay they were ripping us off they offered us a resturant.com gift certificateMy husband told him he did not want it, but they say they are sending it anywayHow can they justify almost doubling the rate? I really think a class action law suit is the only way to stop this company from ripping off customers I want them to charge me the fixed rate,I spoke to them back on Feband they told me that it would take months to process a cancelation or the fixed rate change,and I cancled at that time.But for some reason it is taking months for the cancelation on my accountJanthey charged meFeb after complaining and being issued a partial refund they lowered it to.0909, Marchthey jumped the rate tothey can change rates every month but customer request take days, crappy Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:NAPower called me time, on Feb27th,left message, I called back within minutes and [redacted] @ [redacted] was not available, gone for the weekendI NEVER received this so called letter, and again, when I tried to cancel, the csr told me my "contract" was up in February This company is unbelievable! Untrustworthy, deceptive! NEVER USE THEM!Sincerely, [redacted]

v\: [redacted] o\: [redacted] w\: [redacted] Hello, This is in response to the rebuttal email received from [redacted] - Complaint # [redacted] We show no records of Ms [redacted] ’ or her father’s account ever being cancelled without their authorization On 11/10/2015, both parties had contacted our customer care department to request that their accounts be terminated and switched back to their respective service supplierThis request was processed and their utility provider were made aware of the customer’s intentions to transition back themAgain, bear in mind, that only the Utility can set a start date or end date for any account, which leaves the alternate supplier without any control or the ability to schedule a cancellation for a specific date or time Due to this reason, we routinely advise customers that it can take from 1-meter reads before their account is switched from us to the new supplier Below you will find the link to NAPG’s Terms of Service which will provide more details regarding the changing and/or termination timeframe for one’s account [redacted] We hope that you found this response meaningful Should you have any further questions or concerns, please do not hesitate to contact us Sincerely, Compliance Department North American Power [redacted] T ###-###-#### F ###-###-#### / [redacted] Style Definitions */

Company Response to Complaint: We take [redacted] claims very seriously and regret any adverse experiences he may have had Several attempts have been made to reach [redacted] to discuss his concerns but to no avail at this time During the interim he will be issued a $accommodation check in lieu of the $gift card he did not receive Further attempts are being made to reach [redacted] and we look forward to an amicable resolution.Regards, North American Power and Gas

Hello,Complaint# [redacted] ( [redacted] ) - RebuttalWe have carefully reviewed this case, and in the hopes of providing customer satisfaction - the customer will be issued an accommodation for the standard billing offer adjustment which they were charged by their utility provider.However, we request that the customer provide us with the billing invoice which displays said charge Upon reviewing this information, the standard billing offer adjustment will be verified and then issued to the customer in the form of a check - which should be received within 7-business days of submitting the accommodation within our systemShould you have any further questions or concerns, please do not hesitate to contact us.Sincerely,Compliance DepartmentNorth American Power

Hello Complaint # [redacted] ( [redacted] ) Customer service and satisfaction are certainly of great importance to us and we regret that you have had an adverse experienceHowever, NAPG is not involved in any telesales campaigns in the State of [redacted] ***Also, upon further reviewing this complaint, Ms [redacted] indicates that “American Power & Gas” is the supplier which has been contacting her It is important to mention, that “ North American Power & Gas, LLC” (NAPG), and “American Power & Gas” are two different entities – therefore, this complaint does not seem to have been intended for NAPG Although this might be the case, the customer’s contact phone number and mailing address has been placed on our Do Not Call and Do Not Mail List Should you have any further questions or concerns, please do not hesitate to contact us Sincerely, Compliance Department North American Power [redacted] T [redacted] F [redacted] / [redacted] Style Definitions */

Once my fix rate contract was up with North American Power and gas, LLC they raised my rates twice that of it's competitors ($0.1599/kwh vs $0.0799/kwh) One rate change was an increase of 30% in one month (Nov/Dec 2015)!!!! It cost me hundreds of dollars before I could cancel my service from this company

Hello Ms***, I hope all is wellBelow you will find the response to [redacted] (Complaint# [redacted] ) rebuttal We have carefully reviewed Mr [redacted] records to provide a fair response based off his account details The customer was enrolled into a 6-month $0.0649/kWh fixed rate; however, the customer was not mailed the renewal letter prior to the expiration of this fixed termTherefore, the customer was issued a refund which was calculated at the difference of the fixed rate he was supplied for billing cycles in which he was charged at the variable rateIn these circumstances the customer would normally have been issued a refund at the difference of the utility’s rate-to-compare - which happened to be a higher rate than the customer’s former fixed rate Lastly, according to our records, for the final months the customer was enrolled with NAPGThe customer was charged at NAPG’s 12-month $0.0999/kWh fixed rate We surely wish there was more we could doIf you should have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power

Complaint Information: We're truly sorry that the customer, like many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this winter—unfortunately, wholesale prices for both electricity and natural gas this winter have sky-rocketed as a result of a severe winter energy shortage caused, in large part, by the extraordinarily cold weatherWe do offer fixed rates that can help insulate customers from these types of market fluctuations, and our variable rate customers can always call us to make this switchIn the interest of customer satisfaction, we are sending the customer a check in the amount of $93.08, which is the difference between what the customer paid with us for their supply and what they would have paid at the utility's rate-to-compare for the customer's last billing cyclesWe sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact our Account Specialist, [redacted] , directly at [redacted] with any additional questions or concerns

Hello, This email is being written in response to the complaint filed by [redacted] – Complaint# [redacted] Per [redacted] complaint summary, when he enrolled with NAPG he did so onto a variable rate planVariable rates are subject to price fluctuations based on market conditions and other price related factorsThat being said, rates can go higher or lower than the local utility in any given month However, we have implemented a variety of fixed rate options since the time of [redacted] enrollment with NAPG – which have been offered to potential and existing customers via mail correspondences; in the hopes to encourage customers to insulate themselves from the different supply price variabilities during the changing of seasons throughout the year Although we show that [redacted] was charged accordingly, in the hopes to provide customer satisfaction; an accommodation in the amount of $ will be issued to [redacted] This courtesy refund was calculated at the difference between the variable rate he was charged for supply and our current fixed rate of $0.1009/kWh (12-month) for his 1/21/– 2/18/billing cycle This goodwill credit will be issued to the customer in the form of a check and should be received within the next 10-business days Please note that [redacted] is still an active customer with us, and we would be more than happy to enroll him onto the mentioned fixed rate However, we would have to complete a customer verification prior to the processing of the rate change Several attempts have been made to contact the customer in order to determine if he is interested in enrolling onto the fixed rate or if he prefers his account cancelled - regrettably, these attempts have been unsuccessful Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power / [redacted] Style Definitions */

Hello,Complaint # [redacted] We take all customer claims very serious and thoroughly review a complaint in order to best address the questions or concerns a customer might have.? Typically, a customer's dispute can be caused due to an error or misunderstanding of some sortHowever, we are always eager to work together with the consumer in order to fully understand the nature of their grievance, that way their issue is resolved promptly allowing us to provide a great customer experience.? In [redacted] ***'s case, not only was his dispute addressed, he was issued a courtesy accommodation - which by all accounts has been honored.? Attached you will find the following: (1) a copy of the customer's courtesy accommodation check that was mailed and (2) a copy of the customer's tracking receipt for his package containing the mentioned courtesy accommodation check.Should you have any additional questions, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas, LLC?