North American Power

Hello, ( [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 year. Unfortunately, the customer’s fixed rate expired and defaulted to the variable rate. However, we’re happy to inform you that this matter has been resolved. In the interest of customer satisfaction, we are sending the customer a check in the amount of $108.72, which is the difference between what the customer paid with us for their supply and what they would have paid at NAP’s fixed rate ($0.0599/kWh) for the customer's past two billing cycles. Lastly, the customer’s account is no longer enrolled with NAP, and will not incur any further charges. - [redacted] North American Power [redacted] T ###-###-#### F ###-###-####

The following correspondence is made in response to the complaint filed with the Revdex.com against North American Power and Gas (“NAPG”) by Customer, [redacted] In the complaint, Mr [redacted] expresses dissatisfaction with the variable rate charged following the expiration of his fixed contract To start, it is NAPG’s standard practice to notify its customers of their renewal options (by mail) prior to the expiration of their fixed contract However, if the customer takes no action following the notice 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 Mr [redacted] In early December the customer made contact with the company and was provided several options concerning his account however, he declined and decided to cancel Therefore, at this time the customer’s supply service is scheduled to return to the utility’s standard offer on 1/13/ Nevertheless, NAPG will make further attempts to contact Mr [redacted] to address his concerns He should expect a call from an NAPG customer service agent at any time prior to Friday, 1/9/ We look forward to resolving this matter amicably NAPG remains committed to customer service and satisfaction and hope this response has meaningfully address this complaint Sincerely, Compliance Department North American Power and Gas

",sans-serif>Hello, This email is in response to the complaint filed by [redacted] - Complaint # [redacted] As Mr [redacted] has indicated in his complaint summary He was once enrolled onto a fixed rate which was supplied to its entirety, but later expired and defaulted to the market rateThis is due in large part, because the customer took no action to renew his fixed plan prior to the rate change cutoff date (1/6/2016) specified in his renewal letterAlthough Mr [redacted] is correct regarding the expiration date (1/22/2016) of his fixed term, should he have contacted us after 1/6/ or on the term expiration date his rate change request would not have processed in time for the his Utility to accept and apply the new rate to his accountAs a means to warn customers of this caveat, and in the hopes to assist customers in the avoidance of the variable rate, a renewal notice is mailed that shows the deadline date to contact us to ensure that one’s newly chosen rate is applied seamlessly at the conclusion of the initial fixed rate term As of 2/19/2016, Mr***’s account has been cancelled and will not incur in further supply charges from NAPG beyond this date Though this might be the case, in the spirit of providing customer satisfaction - we would gladly offer Mr [redacted] an accommodation at the difference between the variable rate he was charged for his final month and the current fixed rate being offered to former or existing customers of NAPG, should Mr [redacted] decide to re-enroll with us Attached you will find the renewal notice that provides the specified dates in which the customer should have contacted us by phone or logging onto their online account to make the appropriate rate changes Should you have any further question or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power & Gas

Complaint: [redacted] am rejecting this response because:I had one phone call from NA Power - from [redacted] on march 6thHe told me he would get back to me with the final number I am due on Wednesday march 8ththe number he quoted me as settlement is about less than I am due based on my own calculationsI also called the Compliance manager in the letter but also got no response from her as well Sincerely, [redacted] ***

[redacted] I am rejecting this response because: Sincerely, [redacted] North American Power gave me a new contract and was suppose to send a check for $, no check has arrived to date, that was days ago

Hi:I just spoke with ***, which explained that it "transferred the charge" of $17.43 to NAP, meaning that it is no longer billing me for it, and NAP would have to come after me for it. NAP had not yet done so, however it still takes the position that I owe the money. Therefore, I... continue to wish BBB's assistance.Thanks so much, [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 will still note though that I have in writing on November 19th an email notifying them of their incorrect addressAlso, I spent many phone calls explaining that too and yet, the check was still mail over a month later to the wrong addressThe amount of time and the shear volume of emails and phone calls and contact with the Revdex.com has been exhaustiveI have finally received the check that I was due months ago and spent well over $of my time trying to retrieveI continue to be disgusted with this company and will cancel as soon as my contract is up and will be sure to notify others of my experienceThank you very much to the Revdex.com for helping me retrieve the money that was due to meHowever, I would greatly appreciate if their Revdex.com rating is downgraded so that other people can be warned.? Sincerely, [redacted]

Hello, [redacted] - Complaint # [redacted] (Follow-up)Attached you will find a copy of both the issued accommodation check and the tracking receipt for the customer's packageShould you have any further questions or concerns, please do not hesitate to contact us directly-Compliance DepartmentNorth American Power & Gas

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

Wow.....as soon as contract ends....get ready to get robbedWhat a shock with out notice! BILL came quadruple the rate that was contractually establishedThen if you try and contact through phone...you are never allowed to speak to customer serviceThey hire people just to deflect and delay time for you to talk to anyoneThis is the second time in weeksThey handle you like a used car dealership, turning you over to another manager or sales rep......not by placing you on hold, but by telling you they will take down info and have a customer service rep get back to you in a few daysThey ARE NOT AN ELECTRIC COMPANY....they use tactics that are deceiving and deflect any direct contact by delaying any contact to begin withI am actively searching for another provider...gone are the days where the government controls and maintains consistancy by regulating suppliersWHO THE *** WANTS TO SHOP FOR ENERGY SUPPLIERS EVERY YEAR JV

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 switch In the interest of customer satisfaction, we are sending the customer a check in the amount of $225.30, which is the difference between what the customer paid with us for their gas and electricity supply and what they would have paid at the utility's rate-to-compare for the customer's last billing cycleNeither account will incur any further charges from North American Power We have contacted the customer to discuss these pointsWe 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 They are refunding me the amount of overcharge Sincerely, [redacted]

Hello, This email is being sent in response to the complaint filed by Scott Marchese - complaint # 11pt;">With regard to the customer’s concerns pertaining to the renewal letter provided to him upon his requestBack in 2013, these files were generated in-house using an internal applicationWhen archived files were pulled during this time-period the data stamp listed is from when we pulled the last copy - not when the original letter was generatedThe letter generated on 3/09/is proof of thatWe now have a letter generation and mail vendor that we use to generate and mail all business transactional correspondence to customers Furthermore, the fixed plan that MrMarchese enrolled onto was for a 6-month $0.0979/kWh fixed rate, which was supplied to him for the indicated term lengthIn fact, he received an additional months at the mentioned rate plan after his agreement had expiredHence the customer received an 8-month fixed rate plan rather than a 6-month termIn addition to this it is important to mention that the customer contacted us years later after his fixed agreement had ended, requesting a refund – which by all accounts was not and is not warranted, because a renewal notice was mailed to MrMarchese, and the rate he was charged for supply is clearly listed on his utility invoice If there was a concern MrMarchese could have contacted his utility or North American Power within a few months of his plan expiring, not years laterAlso, a customer has the option to log into their customer portal, and change their own rate without contacting North American Power’s customer service department Although we show that a refund is not necessary and the customer was properly charged for service; in the hopes to provide customer satisfaction, the customer will be issued a $accommodation check for any inconvenience he might have experienced As of 4/25/2016, MrMarchese’s account has been cancelled with us and has not nor will he incur any further supply charges beyond this date Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power

We're truly sorry that the customer, like many customers of both suppliers and utilities across the region, has 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 extraordinary 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 $300.60. 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.

Hello, This email is in response to the complaint filed by [redacted] – [redacted] We at NAPG take the customer’s claims very serious and are thoroughly reviewing Ms. [redacted] ’ account to provide a reasonable response according to our reports. However, our... investigation into this complaint has not concluded. Therefore, we are kindly requesting a 4-day extension in order to provide a full response based on our findings. We truly appreciate your patience and assistance with this request. If you should have any questions or concerns, please do not hesitate to contact us directly. Sincerely, Compliance Department North American Power Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */

Hello, [redacted] – Complaint # [redacted] ",serif>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

In response to [redacted] complaint, our records indicate that the customer has always been enrolled in a variable rate plan, and as such, would not have been issued notice of a rate change It's worthy to point out that variable rates are subject to price fluctuations based on energy market conditions and other price related factors That being said, the rates can go higher or lower than the local utility's standard offer in any given month - hence the reason monthly rate change notices are not issued for this plan However, one advantage to the variable rate plan is that it provides the customer with the flexibility to make changes to this plan when their energy needs change, without incurring any early termination fees.We regret the customer was dissatisfied with our service and have made several attempts to contact her, but to no avail We will continue our pursuits, however we encourage the customer to contact NAPG's escalations hotline at [redacted] ext*** to discuss this matter We look forward to an amicable resolutionSincerely, Compliance Department North American Power and Gas

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 as long as the refund described is actually processed 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 According to our records, [redacted] renewal letter was sent to him on 5/13/ Therefore, the company met its contractual obligations to the customer We regret if [redacted] did not receive his letter and apologize if he had an adverse experience And so, he is encouraged to contact NAPG’s escalation hotline at [redacted] to speak directly with an escalations agent if he wishes to further discuss this matter We look forward to an amicable resolution to his concerns Sincerely, Compliance Department North American Power and Gas %

Hello, Complaint# [redacted] ( [redacted] ) - Rebuttal We at NAPG apologize for any inconvenience Ms. [redacted] may have experienced regarding NAPG rates. Again, some utility territories cross zip code areas and, as a result, marketing efforts to new and former customers in a specific zip code sometimes reach customers that are served by a different utility—as is the case for [redacted] customers receiving marketing materials for [redacted] customers. These marketing materials, however, clearly indicate that it was an offer for [redacted] customers. Due to Ms. [redacted] 's grievances and inconvenience an accommodation in the amount of $25.00 will be issued to the customer - which should be received within the next 10-14 business days. As of 4/22/2015, Ms. [redacted] 's account has been cancelled with NAPG.. If you have any other questions, you may contact us at ###-###-####, Monday through Friday between the hours of 8:00 AM – 6:00 PM EST. Sincerely,Compliance Department