North American Power

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

Hi all: Thank so much for your effort and the case has been resolved to my satisfaction because the North American Power has agreed to sent me the refund check for the amount that they have overcharged me in the last months [redacted]

Company Response to Complaint: It is NAPG’s standard practice to notify its customers of their renewal options prior to the expiration of their fixed contract However, if the customer takes no action and/or opts out of renewal, the Terms of Service indicates that their account will automatically default to a variable rate plan This was the case with [redacted] .As a courtesy and resolution to this complaint, NAPG will rerate [redacted] 's last bill cycle to the utility's standard offer and issue him a reimbursement for the difference Contact is being made to advise [redacted] of this information As an alternative he is also encouraged to contact NAPG's escalation hotline at [redacted] ext [redacted] to speak directly with an escalations agent We hope this response has meaningfully addressed this complaint Regards, Compliance Department North American Power and Gas

Company Response to Rebuttal: We regret any inconvenience [redacted] may have experienced with regard to her service. Its possible a miscommunication occurred between [redacted] and a previous agent she spoke with which resulted in a misunderstanding. To avoid any further inconvenience to [redacted] , the company has made the necessary adjustments to her charges resulting in a reimbursement in the amount of $398.57. Contact was established with [redacted] and she was advised of this information. We hope this response has meaningfully addressed this complaint. Sincerely, Compliance Department North American Power and Gas

Company Response to Complaint: face="Times New Roman">It is NAPG’s standard practice to notify its customers of their renewal options prior to the expiration of their fixed contract However, if the customer takes no action and/or opts out of renewal, the Terms of Service indicates that their account will automatically default to a variable rate plan As a courtesy and resolution to this complaint, NAPG will rerate [redacted] last bill cycles to the utility's standard offer and issue him a reimbursement for the difference Several attempts have been made to contact [redacted] but to no avail at this time As an alternative he is also encouraged to contact NAPG's escalation hotline at [redacted] ext [redacted] to speak directly with an escalations agent We hope this response has meaningfully addressed this complaint Regards, Compliance Department North American Power and Gas

RevDex.com:North American Power and Gas, LLC customer service representative [redacted] contacted me and reviewed my BBB complaint. He said that according to NAPG's information the notification for my renewal was sent to me(although I told him I did not receive it). He also said he saw the obvious jump in my bills and would like to make it right. He assured me that they will reimburse the difference for 2 consecutive months that were the highest. [redacted] was waiting to review the February 17th, 2015 bill, and from there cut a check to me for the difference. When that happens, I will then find that the resolution is satisfactory to me. I would also like to mention that the representative [redacted] was factual and thorough, along with compassionate and kind. 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] %3

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 $203.84, which is the difference between what the customer paid with us for their electricity and natural gas 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.

Complaint: [redacted] I am rejecting this response because: Once again, FOr well over a year, I have heard this companies agreement to pay me the monies they have agreed to pay me. Yet they have not paid anything. I do not believe anything this company promises. They have not paid me what they owe me and I will not be satisfied or believe them until I see the payment.. Do not believe anything this company tells you 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 Sincerely, [redacted] ***

It is NAPG’s standard practice to notify its customers of their renewal options prior to the expiration of their fixed contract However, if the customer takes no action and/or opts out of renewal, the Terms of Service indicates that their account will automatically default to a variable rate plan Variable rate plans offer customers the flexibility to make changes to their account as their energy needs change, without incurring any penalties However, this rate plan is also subject to price fluctuations based on energy market conditions and other price related factors That being said, rates can go higher or lower than the local utility in any given month and savings are not guaranteedAccording to our records, [redacted] s rate change request was processed and took effect as of his Jan - Feb bill cycle Any rate change requests are processed pursuant to the utility's rate change timing rules and therefore could indeed take to bill cycles to take effect Per NAPG's customer interaction logs, [redacted] was provided with this information on 12/18/ Concerning cancellation, if [redacted] opts to cancel supply with NAPG, the company will waive any early termination fees associated, as a courtesy to the customer Nevertheless, to remedy the matter, attempts are being made to contact the customer to discuss his complaint As an alternative, he is encouraged to contact NAPG’s escalation hotline at [redacted] ext [redacted] to speak directly with an escalations agent We look forward to an amicable resolutionSincerely, Compliance Department North American Power and Gas

Hello,>( [redacted] ) NAP takes the satisfaction of both our customers and our potential customers very seriously, we truly apologize for the challenging experience the customer may have had with NAP However, we’re happy to inform you that all the customer’s issues have been addressed Within the next 10-business days, the customer will receive a check in the amount of $50.00, which will be a substitute for the $welcome bonus Visa gift card that was never received The early termination fee that would have been assessed has been waived, and lastly, for the final months of service the customer will be rerated at the rate of $0.1139/kWh We encourage the customer to contact myself directly at [redacted] with any additional questions or concerns [redacted]

Hello, This email is in response to the complaint filed by [redacted] - Complaint # [redacted] . According to our records, Mr. [redacted] enrolled with NAPG on 3/19/2014, onto a 6-month $0.0799/kWh fixed term - which was supplied to the customer for the indicated term length. As a standard, NAPG sends renewal notices to advise customers when their fixed rate contract is soon to expire and encourage them to contact us to renew their rate plan; in the hopes to insulate them from the volatile variable market. Additionally, as stated in the terms, if the customer takes no action, their account will default back to the standard variable rate plan. Mr. [redacted] ’s account has been cancelled and slated with a service end date of 1/7/2016. No further supply charges will be incurred beyond the mentioned service end date. Should you have any further questions or concerns, please do not hesitate to contact us directly. Sincerely, Compliance Department North American Power [redacted]

Complaint Information: Upon receipt of this complaint, our Account Specialist sent the following email to the customer after being unable to reach them via phone: Hello Mr& Mrs [redacted] We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below an additional accommodation will be madeBelow you will find a summary of the accommodation issued: [redacted] (Electric) - 1/21-2/- $- 12/19-1/- $- Difference at the utility’s rate to compare Total electric refund: $The accommodation will be issued to you in the form of a check and should be received within business daysPlease contact me at [redacted] for any questions or concernsThank you,

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, assuming that I receive the check amount that they specified Sincerely, [redacted]

Upon receipt of this complaint, our Account Specialist sent the following email to the customer: Hello [redacted] , We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below you will find a summary of the additional accommodation that will be made: - Gas - 5/08-6/- $ - 4/07-5/- $ - 3/10-4/- $ - Difference at the utility’s rate to compare Total refund $ The accommodation will be issued to you in the form of a check and should be received within business days Your gas account is no longer enrolled with NAP and will not incur any further charges Please contact me at [redacted] for any questions or concerns Thank you,

Here is our Account Specialist's summary of the resolution with the customer: I was able to contact the customer regarding the complaintWe discussed the complaint in great detail, along with electrical generation and distribution, as well as why NAP is not capable of informing customers every month what the new variable rate will beI apologized for the inconvenience they experienced and I informed them that after a review we have decided to provide a courtesy accommodation of $that they should receive within weeks at the verified addressThe customer was overall happy with this resolution

Hello, Complaint# [redacted] We at NAPG take all customers’ claims very serious and have diligently investigated [redacted] account to provide a reasonable response according to our records Based on the customer’s account details, [redacted] was enrolled into a 6-month $0.0799/kWh fixed rateThe mentioned fixed term was supplied to the customer for the entire length of the contractAt the conclusion of the 6-month term, the customer’s rate expired and defaulted to the variable rateAs a standard, NAPG sends renewal notices to advise customers when their fixed rate contract is soon to expire and encourage them to contact us to renew their rate plan Additionally, as stated in the terms, if the customer takes no action, their account will default back to the standard variable rate plan Although our records show this 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 what the customer paid with us for supply and what the customer would have paid if they were charged at the utility’s rate-to-compare for the customer’s 12/8/– 12/31/2014, 1/7/– 2/6/ and 2/6/– 3/7/billing cycles As of 3/7/2015, the 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 regarding this matter, please don’t hesitate to contact me directly Sincerely, Compliance Department

We contacted the customer and offered her a courtesy accommodation in the amount of $88.55, which is the difference between what the customer paid with us and what they would have paid at the fixed rate of They were satisfied with the accommodation

Complaint: [redacted] I am rejecting this response because:From: [redacted] [mailto: [redacted] ] Sent: Wednesday, May 27, 9:AM To: [email protected] Subject: FW: You have a New Message from Revdex.com Serving [redacted] Regarding Complaint # [redacted] I am sending this email to inform that I have still not received the check from the business that they indicated that they would be sending Sincerely, [redacted] ***

According to our records, [redacted] 6-month fixed rate contract expired Rather than contacting the company directly to renew his fixed rate plan, he visited an online shopping website [redacted] and attempted to re-enroll as a “new customer”After doing this, the customer received an auto reply confirming the transaction had been completed However, these actions resulted in a new enrollment record being submitted to the company which automatically rejected due to duplication, and did not result in the customer being issued a 2nd Initial Contract We regret the customer did not make contact with the company directly to renew his fixed rate plan and wish there was more that we could do In addition, pursuant to the Terms of Service provided to the customer upon enrollment and under the section titled Fixed Price Options it states: “If Customer has chosen a Fixed Rate product, Customer Price per kWh is guaranteed not to change during Initial Term Following the end of the Initial Term, and unless an alternative pricing provision is negotiated between the Parties, the Price for Service shall thereafter be variable month to month Agreement.” Therefore, NAPG fulfilled its contractual obligations to the customer and he was charged accordingly NAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaint Sincerely, Compliance Department North American Power and Gas