North American Power

Like all of the other complaints, our bill increased dramatically with no noticeWe are now being changed where our local provider is only I would like to be reimbursed the difference in my bill for the last months and cancelI have tried calling and they always 'are experiencing high call volume', and I have tried to leave a number for call back but they never call me back

We have the enrollment call that the customer completed, and have been attempting to contact the customer so that we may play it for them, but have been unable to reach themWe will continue our efforts to contact the customer

The following written response is made pursuant to the complaint filed by Customer, *** ***. In the complaint the customer claims that her and her father submitted a request to cancel their accounts on fixed rates with NAPG However, in the same breath, Ms*** made a request to have the accounts transitioned back to their Utility provider at the conclusion of their fixed contracts Our records indicate that on 11/10/2015, the customer did contact our customer care department to request the cancellation of both her accounts; and the request was immediately processed and the cancellation order was transmitted to the customer’s utility provider for processingAt this point, the customer’s Utility provider would determine and provide us with the customer’s service end dateThis is a process that only the Utility performs and leaves the alternate supplier without any control or the ability to postpone a cancellation request to a specified date. That said, as a general procedure, when the customer chooses to terminate their account with NAPG, they are advised that it could take up to 1-bill cycles for the supply service to return to the Utility's standard offer service. We certainly regret the customer’s dissatisfaction with the switching parameters and the terms of service provided. Should you have any further questions or concerns regarding this matter, please don’t hesitate to contact me directly-Stephan

Here is an update from our Account Specialist on our attempted resolution with the customer:
I called out to customer regarding the complaintThere was not an answer, but I was able to leave a message informing the customer that the complaint was received, the account was then reviewed and a courtesy accommodation in the amount of $should be received within weeksI informed the customer that if the *** gift card does arrive, he should activate it and use itI provided our direct line if the customer has any further questions or concerns

",sans-serif>Hello,
This email is in response to the
complaint filed by *** *** - Complaint #***.
As Mr***
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*** 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*** 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*** 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

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,
*** ***

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
** *** *** *** *** *** *** ***
* ***
* ***
*** *** ***

What North American Power and Gas, LLC fails to understand, we no longer require services for electricity for our home We have rented our home out long term because we could not afford the cost of electric that North American Power and Gas, LLC was charging us (double industry standard rates) Again, we paid out over 1,in months to a home no one uses full time It's only a ski house that we occasionally rent out The new tenants have selected their own electric provider
Again, we no longer have a home to heat thanks to the electric being so expensive
I also would like to mention that we never received this letter asking us to respond whether or not we want our electric to double Does the merchant have proof of delivery? Matter of fact, I would like to see that letter or form of correspondence they allegedly sent us They can send to my home address which is (and they have this on file* *** *** *** *** ** ***
thank you
PS - Please issue a credit

It appears that, due to a clerical error, the customer's fixed rate was not properly applied to their accountWe truly apologize for the customer's inconvenience, and are happy to issue a courtesy accommodation in the amount of $221.32, which is the difference between what we charged and what they
should have paid at that fixed rate for the affected monthsThey should receive this check within the next 7-business days.
We hope that the customer is satisfied with this outcome, and encourage them to contact us with any additional questions or concerns

Although our records indicate that the amount we arrived at is correct based on our usageXrate calculations, we are issuing the additional $that the customer requestedWe have attempted to contact the customer to go over the accommodation amount and explain the formula, but have so far been unsuccessful

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,
*** ***

Hello,Complaint # *** (*** ***)Please note, Ms*** rebuttal response indicates that
she received a call from NAPG regarding her complaint, and her account was cancelledIn addition to this, the ETF which would have been assessed was waived.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department
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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,
*** ***
PS I will also make sure I tell my friends how happy I am that North American Power adjusted my bill for the last two billing cycles I was worried about being able to pay such an expensive bill Thank you North American Power

Complaint: ***
I am rejecting this response Because I will be satisfied when I actually have a check in handOn numerous occasions they promised to send the bonus but we never received itOnce they deliver on their promise I will be satisfied.
Sincerely,
*** ***

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

Hi:I just spoke with ***, which explained that it "transferred the charge" of $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 Revdex.com's assistanceThanks so much,
*** ***

Complaint: ***
I am rejecting this response because:did not know it was a bait and switch scamDid not know it was a limited time offerWhy would your electricity be a limited time offerThey purposefully tried to trick customersNever received renewal letterIt should have come registered mailVariable plan they switched to has exorbitant feesSeven times old bait and switch initial scam feeI fear for the elderly who are not aware and still paying loan shark fees because they signed up thinking they were saving moneyPeople think that their electricity prices are regulated, not knowing they are being scamed by a predatory company intentionally trying to trick customersI want a state investigation on this predatory pricing scamThanks
Sincerely,
*** ***

The company has made attempts to reach Ms*** to discuss her concerns but to no avail at this time. After a thorough review of her account it was determined that due to an administrative error, her cancellation did not take
effect following her request. Ms*** can rest assured that NAPG will provide her with an adjustment to her charges from the date when her initial cancellation request made We regret any inconvenience this matter may have caused to the customer and further attempts will be made to contact her. We look forward to resolving this matter amicably We apologize for the delay in this response and ask that you update your records accordingly Regards, *** *** Compliance Manager *** *** *** * *** * ** *** *** * *** ** *** tel: *** *** *** * *** *** *** ***

Our Account Specialist sent the following email to the customer:
Hello Mr& Mrs***,
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:
- Electric
- 1/04-1/- $
- 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
Please contact me at *** for any questions or concerns
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,
*** *** ***