North American Power

I've had NAP&G for a year When trying to renew the offered me a rate of $ However, on the Energize CT website they have a rate of $ I was told this was a promotional rate only and that I could not have it My response to questions them as to why they would give a better rate to a new customer over a loyal, existing customer They absolutely would not budge and refused my request for the rate I'm canceling and going with a different supplier

Complaint: ***
I am rejecting this response because:
The total refund number was wrong! See The attached fileThere are two new coming bills, wrong numbers again! Stress my point that I have STOPPED my contract with your company,any charges after this is unauthorized!
Sincerely,
*** **

Company Response to Customer Rebuttal:
We acknowledge *** *** position on the matter and NAPG will make further attempts to reach an amicable resolution with herSincerely,
North American Power and Gas

Hello,
This email is in response to the complaint filed by ***
*** - Complaint # ***
According to
our records, Mr*** 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 marketAdditionally, as stated in the terms, if the
customer takes no action, their account will default back to the standard
variable rate plan
Mr
***’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
** *** *** *** *** *** *** ***
* ***
* ***
*** *** ***

Hello,
This email is in response to the complaint filed by ***
*** - Complaint # ***
According to
our records, Mr*** 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 marketAdditionally, as stated in the terms, if the
customer takes no action, their account will default back to the standard
variable rate plan
Mr
***’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
** *** *** *** *** *** *** ***
* ***
* ***
*** *** ***

Hello,
*** *** - Complaint #
*** (Rebuttal)
We at NAPG
take the customer’s claims very serious and have again diligently reviewed Ms***’s
account to provide a reasonable response according to our reports
Please note that within the Terms
of Service and the renewal notices that are mailed to all customers prior to
the expiration of their fixed rate; if the customer takes no action and/or opts
not to renew, their account will automatically default to a variable rate plan
- which happens to be the case for Ms***.
Although due to these circumstances, a refund cannot be issued to Ms
***, in the hopes to still provide customer satisfaction; an accommodation
at the difference between our (current non-new customer) fixed rate and the market rate Ms*** was charged on
her final billing period (1/19/- 2/18/2016) would be issued should she decide
to re-enroll back with us
If you should have any
additional questions or concerns, please do not hesitate to contact us
directly
Sincerely,
Compliance Department
North American Power

Company Response to Complaint:
*** *** is currently a variable rate customerIn response to*** *** beliefts concerning the cost differential compared to her friends, is simply to state that their are several factors to consider when it comes to energy charges which include:
customer usage, pricing plan selected, renewable energy content, jurisdiction, etc. Without examining each of these factors, it is impossible to make an accurate comparison
Needless to say, contact was established with *** *** and an amicable resolution reached concerning the adjustments *** *** desired. We regret she was faced with discontent. However, at this time it is our understanding that she is now satisfied and considers the matter resolved.
NAPG remains committed to customer service and satisfaction and we hope this response has meaningfully addressed this complaintRegards,
Compliance Department
North American Power and Gas%

Complaint: ***
I am rejecting this response because: the nature of my complaint is the gouging the company does when I was on the variable rate plan I know the $rate to be gouging due to the fact that their rate is 50% higher than competitors variable, no commitment rate of $ The company did not address this issue of price gouging The business chose to ignore the facts of the complaint and restate what I already knew In the complaint I did not mention that I did not get the mail from them about the term ending on my fixed rate plan, but I did explain this to the customer service representative and their manager on the phone The company also has the ability to contact me via email, as they have done in the past, but did not contact me in that way regarding the end of my fixed rate plan Nonetheless, the complaint is regarding the price gouging Electricity is a commodity, there is NO reason, other than price gouging, that this company would charge 50% more than a competitor for the same no term, variable rate situation
Sincerely,
*** ***

Hello, Complaint #*** *** *** We apologize for any frustration or inconvenience *** *** might have experienced. Immediately after being made aware of her concerns, her mailing address was added to our “Do Not Mail” list It is important to note, that after an address has
been added to our DNM list, it can take up to hours before this request is updated within our database Should you have any further questions or concerns, please feel free to contact us directly. Sincerely, Compliance Department North American Power & Gas, LLC

Here is our Account Specialist's summary of our attempts to resolve the issue with the customer:
I called customer regarding complaint - I let her know that the account was enrolled on a fixed rate plan which then expired and went to variable rate, per the
terms of the agreementI let her know the renewal notice was mailed and there was no mail returned to usI also explained in some good detail how the variable rate works, what fixed rates we had available at that time (because she asked me about it), let her know the reasons and ways that people can save money with NAPI explained that the main reason for rates above the utility company have to do with the record high market demand that began this past winterI advised her of the courtesy accommodation in the amount of $I advised 1-weeks to receive and gave her my contact info

We were unable to contact the customer to discuss our accommodation, but we have issued an accommodation in the amount of $71.38--the difference at the utility's rate for the Dec-Jan invoiceWe can also confirm that the account is no longer on our service.
We hope that the customer is
satisfied with this outcome, and we encourage them to contact us with any additional questions or concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
North American Power sent me a $check. Thanks Revdex.com for your investigation
Sincerely,
*** ***

Hello,
Cambria, serif;">(*** ***)
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 yearUnfortunately, the customer’s fixed rate expired and defaulted to
the variable rate
However,
we’re happy to inform you that the customer’s concerns have been addressed, and
an accommodation check in the amount of $51.13, which is the difference between
what the customer paid with us for their supply and what they would have paid
to the utility at its rate-to-compare for the customer's last billing cycle.
Lastly,
the customer will also be re-rated to the utility’s rate-to-compare for their
final month of service with NAP.
We
encourage the customer to contact me directly at *** with any
additional questions or concerns
***
*** ***, Regulatory Compliance Analyst
North American Power** *** *** *** *** *** *** ***
* ***
* ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

In the fall of when my contract with North American Power was coming up for renewal, their renewal rates were not competitive and I switched suppliers as soon as I received their notice letter in the mail There is usually a delay the supplier transfer which is completed by the distribution company (*** in this case)In the interim month NAP charged an exorbitant rate of cent/KWH, as opposed to the contract rate which was close in the cent range This added an extra $to that monthly billThis negates any small monthly savings that a customer may accrue by using them Their interim rate was excessively high by their own admission and they were unwilling to do anything about itAnother questionable practice of NAP is to advertise low teaser rates that jump up after a month or two, and which will set to a much higher monthly rate if you don't check the rate on your billI would not recommend that anyone use this company as their electricity supplier

I give up! They gave a telephone number to call *** EXT *** and I called that number,but they never answer it I left a message to call back, but they don't, unless they have very long lunch hours Thanks for your effort
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Could you tell me where is this $0.0699/kWh, so called utility's rate-to-compare from? Quote your words “Mr** was enrolled into a 6-month $0.0699/kWh fixed rate”? I am in the procedure of debating your unapproved rate of 0.1799000/kWh, you think a more reasonable rate would be overlooked & accepted? I shall claim the right of paying what I agreed on, even though the different is $6.09.only. Due to my unpleasant experience with your customer service on the phone, I’d prefer not to go through it again, anyway, I tried but had trouble to get hold on somebody in a business hour as I am in *** nowCould you be kindly help me to fix the 02/03/- 03/07/billing cycle, with a total refund of $It’d be much better then sending your customer off to go over the whole story with your agents on the phone again, please! Let’s get it done!please!
Sincerely,
*** **

Here is our Account Specialist's summary of the accommodation with the customer:
I contacted the customer regarding their concernsWe discussed the trouble on his account at some lengthI advised that I had submitted a bill credit already and that his next
month's invoice would be credited as wellThe customer was very happy with this resolution and will consider using NAP in the near future

Hello,
Complaint# *** (*** ***)
In response to Mr*** complaint concerning his rate
increase; 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 Mr***
According to our records, Mr*** was enrolled in a
fixed rate plan that expired on 02/05/2015.
However, he was issued a renewal notice prior to the expiration of his
fixed contract and in accordance with Commission Rules. This Renewal Notice was sent to Mr***
on 12/08/2015, therefore, Mr*** was notified appropriately and charged
correctly.
We regret if Mr*** does not recall receiving this
letter. As a courtesy for customer
satisfaction, an accommodation totaling $has been issued
and should be received within the next 1-business days. This accommodation was based on the recalculation of his
03/05/2015-04/06/invoice from the rate he was charged to the rate he was
being charged before the expiration of his fixed rate plan
As of now the supply service has been cancelled and returned
to the utility’s standard offer on 04/06/2015.
No early termination fees will be incurred
Today on 04/20/2015, Mr*** was contacted and educated
on the information provided above.
We hope this response has meaningfully addressed this
complaint. Should you have any further
questions or concerns, please don’t hesitate to contact us.Sincerely,Compliance Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Although a North American Power representative stated that an end of term letter was sent to me, I never received it, and doubt it was actually sent
Sincerely,
*** ***