North American Power

This company's program was a complete scamThe initial rate of my program was a good savings (per kW) - but at the end of the period, they charged a rate that was double the current rate for my local electric companyThis resulted in a bill that was $more than the standard rateIn order to avoid paying the extra $- I had to enroll at a rate cents higher rate than my local standard for a full monthsI am very lucky to have noticed the rate increase on the 1st billMy total previous savings were completely wiped out - I will end up paying more for electricity across the full period than my standard companyI am sure that I am not the first victim of this processI will be cancelling on the earliest date possible that will not result in penalty fees

Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

In response to *** *** 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 *** ext*** to discuss this matter. We look forward to an amicable resolution.Sincerely,Compliance DepartmentNorth American Power and Gas

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
Sincerely,
*** ***
PSThis coShould train its telemarketers better so this situation doesn't happen to others
Why would a person resign with a coWhen they would charge you double for just the first month??

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint Information:
Upon receipt of the customer's response, we sent Mr*** the following email: Hello Mr***, We at North American Power understand your concern, and I’ve further reviewed your account - With that said, an additional accommodation of $will be madeThe accommodation will be issued to you in the form of a check and should be received within business daysPlease contact me at *** for any questions or concerns

Company Response to Complaint:Times New Roman" it resulted in her card being charged as scheduled. Therefore, NAPG acted in accordance with its Terms
Nevertheless, as a courtesy to the customer and to resolve her dispute, NAPG has credited her card in the amount of $20. *** *** was contacted and advised she would see the credit reflected on her account within 3-days
NAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaint
Regards,
Compliance Department
North American Power and Gas

We appreciate *** *** comments
Compliance Department
North American Power and Gas

From: *** *** [mailto:***] Sent: Saturday, April 11, 11:AMTo: ***Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #*** I received a check for $ Thank you

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
Sincerely,
*** ***

Light",sans-serif>Hello,
This is in response to filed by *** *** -
Complaint # ***.
NAPG does not take complaints of this nature lightly nor will it be
toleratedImmediately after being informed of this matter the agent who
enrolled Ms*** account was terminated, and all active employees partaking
in the door-to-door sales channel were made aware that this type of behavior
will not be accepted, and if found that one has inadequately provided potential
customers with erroneous information, they too will be dismissed from their
duties and their employment terminated
Ms*** (2) accounts that were enrolled with NAPG have both been
cancelled and will not go on flow with NAPG
We deeply apologize for any inconvenience Ms*** may have experienced
and hope this response was meaningful and addressed the customer’s concerns
Sincerely,
Compliance Department
North American Power
Glover Ave, Third Floor,
Norwalk, CT,
T
F

Hello,
This is in
response to the complaint filed by *** *** Complaint # ***
The
enrollment for this customer
has been delayedThe reason for the delay is
because the rate that the customer signed up for was offered before the rate
code was accepted by the utilityIf the enrollment was sent to the utility
immediately then the customer would be enrolled on the incorrect rateTo avoid
that North American Power had to make the decision to hold the enrollment until
we receive confirmation from the utility that the rate has been made effective
on their endWe expect the enrollment requests to be submitted by 11/1/The
customer is going to receive the rate he contracted for and for the exact term
he enrolled on with North American PowerWhen we became aware of the issue we
made attempts to contact the customer via phone and letter to let them know the
enrollment was going to be delayed, and the reason for the delayAttached you
will find a copy of the letter that was mailed to the customer
Should you
have any further questions or concerns, please do not hesitate to contact me
directly
Sincerely,Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

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. Thank you for helping with this issue Since filing the complaint they have only tried to contact me once.
Sincerely,
*** ***

Hello,
">Complaint# *** - Alan Cormello
NAPG takes the satisfaction of both our customers
and our potential customers very seriously, we apologize for the challenging
experience the customer has had regarding their enrollment.
The charges/fees customers of *** *** in the
state of *** *** are being assessed is not considered a 'switch fee' *** *** * ** does not assess a switch fee, however, the customer may incur a Standard Offer Billing Adjustment by the utility, which
is labeled as *** *** *** *** on
their bill Keep in mind, since the utility changes their rate 2x yearly, they have to recoup the fees from
their Standard Offer rate and actual market rates when a customer switches to a
supplier
This adjustment shows the fluctuation of the market
and will either be a credit or a debit on the customer's billIt is typical, NAPG charges customers an early
termination fee, if the customer decides to opt-out of their fixed term prior
to its conclusionHowever, in Mr*** case, the ETF that would have been
assessed will be waived
Should you have any further questions or concerns,
please do not hesitate to contact me
Sincerely,
Compliance
Department
North American
Power
** *** *** *** *** *** *** ***
* ***
F ***

Complaint: ***
I am rejecting this response because:We sincerely appreciate the offer of NAPG to resolve this issue, but have several concerns.
In their rebuttal, NAPG admits that we did not receive a timely notice that our rates would change from fixed to variable It is still our position that no notice was ever received and - since we were on a budget plan with our power company - we did not notice any rise in immediate prices or else we would have contacted them sooner to switch to a lower, fixed rate Since NAPG admits that this renewal letter was not sent, we would like to know why there is no offer to refund from the end date of our initial 6-month contract, starting with billing cycle 9/19? We are not asking to have ALL previous bills reverted to our initial sicost of $.0649/KWH, but the offer extended by NAPG does not adequately cover the overage of charges.
We will accept the increase in price on our 8/- 9/18/billing cycle ($.094900/KWH) - even though it was within our month fixed rate plan - and if we use that as the assumed new fixed rate price for the next month cycle, it appears that our supply bill would break down as follows (disregarding any state taxes):
Billing Cycle
KWH used
Rate
Total
9/- 10/20/
10/- 11/18/
11/- 12/18/
12/- 1/20/
1/- 2/18/
2/- 3/18/
With a total Supply Bill equaling: $for those months, rather than the $on our accountWe are, of course, unsure of the actual fixed rate for those months and would happily recalculate if they are higher than those estimated here
As there seem to be MANY other clients who were left in the same boat as us, it is clear that there are some administrative issues
We simply want to pay what we owe and move forward We would ask for AT LEAST a $credit to the account Based on the above, high estimated rate for months, the increase in rate month early and the fact that we are willing to swallow the approximate $early termination fee, this seems more than fair
Sincerely,
*** * *** ***

This is to update the status of this complaint My complaint was for three billing periods through March 12th, When the company first responded, they made an acceptable offer, but it only addressed the first two bills in question I "rejected" with a note indicating that the 3rd and last billing period had not been addressedI asked if they would reimburse for difference, or bill at a competitive rate We received our bill for the 3rd period through March 12th, and the company DID honor my request and billed us at the competitive rateThus, their original response/ offer is now acceptable Please update your records...not sure how else to communicate this with you and the company
Many thanks,
*** *** ***

The
following correspondence is made in response to the complaint filed with the
Revdex.com against North American Power and Gas (“NAPG”) by
Customer, *** ***. In the complaint, Mr*** expresses dissatisfaction with the
variable rate charged following the expiration of his fixed contract and during transfer
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***
When Mr*** made contact with the company in September and was provided with his renewal rate options, he told the customer care agent that he preferred to go online himself, to renew his rateHowever, it appears he decided to instead, cancel. Therefore, at
this time the customer's supply service
has returned to the utility’s standard offer, on 12/11/
NAPG
is currently making attempts to contact the Mr*** to further discuss his
concerns He should expect a call from
an NAPG customer service agent at any time prior to Friday, 1/9/2015. We look forward to resolving this matter
amicably
Sincerely,
Compliance
Department
North
American Power and Gas

Hello,The email is in response to the complaint filed by *** *** *** * ***6.Upon concluding our investigation, we found that *** *** was reissued a replacement E-gift card voucher which was sent to his "J***" email addressIn addition to this, the vendor
whom handles the fulfillment of these vouchers has indicated that the newly reissued E-gift card has been redeemed by the customer.Should the customer have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas

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. Thank you for helping with this issue Since filing the complaint they have only tried to contact me once.
Sincerely,
*** ***

Hello, Complaint #*** *** *** It was determined that *** *** was enrolled onto *** *** *** *** program. By doing so, his account was automatically enrolled onto a variable rate product with us. Due to the stipulations of this program a customer cannot take
advantage of any fixed rate plans offered by their respective supplier (***). In order for a customer to qualify for a fixed rate they would first have to contact their utility (***) and request to be removed from the ***, at that point they will be eligible to enroll onto a rate contract. As of 2/16/2018, *** ***’s account has been cancelled and switched back to ***Should you have any further questions or concerns, please do not hesitate to contact us directlySincerely, Compliance DepartmentNorth American Power & Gas