North American Power

Complaint: ***
I am rejecting this response because:
I am attaching a copy of the letter which my husband received at our home address offering us 8.99c/kWh for our electricity through the end of Nowhere on this letter does it say we must currently be an *** customer to get this rate, although it does use *** as an example After reading all the complaints to the BBC and all the negative comments on NAP's own *** page, I no longer want to be a NAP customer However, I would like to see their advertising changed to make it clear just who is, and who is not, entitled to take advantage of their future offers
Sincerely,
*** ***

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 #*** *** ** *** *** *** *** ***’s phone number has been removed from NAPG’s call list It is important to note, that after a phone number has been added to our Do Not Call (DNC) 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 directlySincerely, Compliance Department North American Power & Gas, LLC

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
HOWEVER, THEY ARE LYING I JUST GOT ONE EMAIL FROM THEM THIS WEEKTHEY HAVE NEVER TRIED TO CALL ME OR MAIL ME ANYTHING I DON'T CONSIDER ONE EMAIL "SEVERAL ATTEMPTS"!!
Sincerely,
*** ***

NAPG Response to Customer Rebuttal:
We appreciate *** ***'s comments and again, regret he was dissatisfied with our service Attached you will find copies of the renewal notice letters issued to the customer in accordance with PA rules We hope this response has meaningfully addressed this complaint
Compliance Department
North American Power and Gas

I didn't get any responce from the compeny, as I did get any massegs on my phone that they had called me, its not truei persnely called the compeny, and they offered me only a portion of one month bill, only if I sign up for moths more, on a rate thats allmost douple then nyseg has now,when I did had for over months times the rate then nyseg.this offer did I think is nothingand they never contact me!!!!!!!!!!!!!!!!!!!!!!
Complaint:***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:It does not matter if it was a "switch charge" or an "*** *** *** ***" I was told by NAP that there would be no cost from either party to change overAgain I say that NAP knows about this charge and should have to disclose it to all potential clients so they can make the right decision if it is worth it to change over to NAPWith out disclosing this the customer is being mislead on the savings they will be receivingFor me personally it was not a good decision because the money I would have been saving over the time of the contract was taken away by the *** charge from *** ***.Not only should NAP pay the $I am being charged by *** *** but pay back all the clients that have been misleadIf this does not get resolved I will pursue legal council and start a class action law suit against NAP.I hope that NAP decides to do the right thing and correct this problem
Sincerely,
*** ***

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 guaranteed. This
was the case with *** ***
According to our records, *** *** renewal letter was sent to him on 9/10/2014, prior to the expiration
of his fixed contract and in accordance with *** Rules. Therefore, the company met its contractual
obligations to the customer. We regret
if *** *** does not recall receiving his letter
In addition, cancellation
requests are processed on the date of request and in accordance with the utility’s
switching practices; and therefore could take to bill cycles for the
transfer to be reflected on the customer’s bill, as determined by the utility
itself
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
*** ext*** to speak directly with an escalations agent. We look forward to an amicable resolution
Sincerely,
Compliance Department
North American Power and Gas

Hello,
(*** ***)
We certainly acknowledge Mr***’s position on this matter and
regret that he remains dissatisfied
However, we
at NAPG make sure that we are in total compliance with all state mandated
regulationsOur records indicate, that the customer was mailed the renewal
letter prior to the expiration of their fixed rate plan
Therefore,
the customer was charged accordinglyIt is important to mention, that State
rules prohibit a customer’s account to be auto renewedThe customer must
contact us and request the renewal of their fixed rate
We certainly
wish there was more we could have done and regret that the customer was
dissatisfied with our service
Sincerely
*** ***
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
North American Power reduced their charges on my June billing and promised to do the same on subsequent billings until my transition to a new electrical supplier, which should be effective August 19, 2014. Please keep the case open until August we know North American has kept their promise on the July and August billingThank you for all your help.
Sincerely,
*** ***

",sans-serif>Hello,
This is in response to the complaint filed by *** *** -
Complaint # ***
We at NAPG
take the customer’s claims very serious and have reviewed Ms***’s account to provide a
reasonable response according to our reports
Based on our findings, we show that the promised accommodation check
in the amount of $was mailed out Ms*** on Wednesday, December 23, 2015. The USPS was the method used to ship said check
to Ms*** who happens to be a resident of ConnecticutTypically, the estimated time of arrival for
an item mailed to an in-state resident is approximately 2-business days
Therefore, Ms*** should
have already received her package.
However, since I am unable to verify with USPS if her letter was
received, I attempted to contact her in order to confirm if she had received
her accommodation check. Regrettably, my
efforts were unsuccessful and I was unable to reach Ms***
In the interim, while attempts are still being made to reach the
customer. I have sent a request to our
accounting department to verify if Ms***’s
has signed and cashed the check that was issued to her. Once I have received news that the check was cashed
or even if it has not been , your agency will be immediately provided with an
update
We surely wish
there was more we could doIf you should have any additional questions or concerns,
please do not hesitate to contact us directly
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

Hello,
class="MsoNormal">Complaint# *** *** ** ***
We at NAPG take all customers’ claims
very serious and have diligently investigated *** *** account to provide a
reasonable response according to our records
With regard to the customer not
receiving a welcome bonusIn the terms of service, it indicates that the
customer must email or mail the request form and a copy of their first month’s
bill for the applicable account showing North American Power and Gas, LLC as
the supplier within days of the date of the customer’s first bill (the
“Expiration Date”)However, we have no records of ever receiving the documents
mentioned above
Below you find the URL that links a
customer to the downloadable welcome bonus redemption form that outlines the
stipulations of the bonus
***
Based on the customer’s account details,
the Welcome Bonus was mailed to the customer; however, we show that the Welcome
Bonus gift card was never activated
Therefore, to expedite the reception of
said Welcome BonusAn accommodation will be issued to the customer in the
amount of $50.00, which will be mailed in the form of a check as a substitute
to the welcome bonus
This check should be received within the
next 10-business days
Should you have any further questions or
concerns regarding this matter, please don’t hesitate to contact me directly
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
Sincerely,
*** ***

Hello,This
email is in response to the complaint filed by ***s Nelson - Complaint # ***
NAPG
does not take complaints in which a
customer claims they were misled at any
part during their enrollment lightly nor will it be tolerated It is
clearly specified to all DTD representatives during their training that any
form of misrepresentation or the manipulation of the specifics of our product
will lead to immediate termination of one’s employment. The DTD agent
implicated in this complaint has been removed from the DTD campaign while we
undergo a further investigation into this matter
Mr***’s account with NAPG have been cancelled and will return back to
his respective supplier. Fortunately, the customer’s account never went
on flow with usTherefore, he has not incurred any supply charges from us nor will he in the future
We
deeply apologize for any inconvenience Mr*** might have experienced and
hope this response was meaningful and addressed the customer’s concerns
Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Complaint: ***
I am rejecting this response because:I am very easy to contactMy phone number is ###-###-#### And actually, a woman named Teresa from NAPower who I had been emailing with for the past couple months contacted me by telephone on January 5th to follow up on yet another email I had sent the company regarding this issue days earlierShe talked over me on the phone and would not let me get a word in edgewise and she also told me that a check had been mailed to me on December 23rdThis is despite the fact that I have an email from Teresa dated December 4th saying the check had been mailed then and that I should get it in a couple of daysAnd despite all the previous correspondence I have promising the same thingSo I absolutely do not accept yet another "check is in the mail" response from a nameless Compliance person who responded to my Revdex.com formBecause if it was in the mail I certainly would have received it by nowI check my mail every single day and have not had any issues with my mail in the pastMy address is: * *** *** *** ** ***And, coincidentally, I have not had a problem receiving a single North American Power electric bill in the mail since I first signed up with them several months agoYet this check remains elusive. I still maintain that in order to resolve this issue that I be mailed a $check in a traceable envelope like *** and be given the tracking numberI continue to be greatly disappointed with this company and plan to contact my local news station for assistance if this going down this avenue with the Revdex.com still continues to get me the same thing - NOTHINGI have multiple emails and phone records to prove that I've tried to resolve this issue over a DOZEN times with NO SUCCESS.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
The variable rate is surreptitious and price gouging the consumer
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:North American Power
and Gas, LLC (NAPG) overcharged $ 2,857.63, using fraudulent business practices
by promising lower rates than other suppliers, than charging more than 200%
above any wholesale price index (at all times; by example $/ Jan 2014),
and above suppliers such as ***, Potomac Edison Electricity, Delmarva
ElectricityNAPG continues its profitable fraudulent business practices by
refunding $(8.77%) and retaining 91.23% of the overchargeClearly, NAPG
is abusing the trust of their customers by charging significantly above fair market
prices, while misrepresenting the savings.
Sincerely,
*** ***

In total, the customer has received $in accommodations, which is the difference at the utility’s RTC for the past monthsPlease note that these accommodations were given purely in the interest of customer satisfaction, and not a result of any mistake on the part of North American PowerWe will therefore be unable to offer any further accommodations for the customer

Complaint: ***
Thank you for assisting for an equitable resolution to this matter, I appreciate the attention and attempt for settlement I am rejecting this response because the amount proposed by NA Power ($411) is a fraction of what they overcharged me for the months of Dec-Feb and upon receipt of my March gas bill, NA Power is charging over 300% more than *** resulting in an additional $overcharge versus my original complaint NA Power justified the rates due to the exceptionally cold weather this year but *** would have experienced the same supply/demand dynamics and can offer supply at a fraction of the cost I have to believe NA Power is intentionally charging rates significantly above market rates to increase the company profit at the expense of their customers I'm requesting a more equitable settlement and more importantly a change in the company's billing practices going forward.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I am very easy to contactMy phone number is ###-###-#### And actually, a woman named Teresa from NAPower who I had been emailing with for the past couple months contacted me by telephone on January 5th to follow up on yet another email I had sent the company regarding this issue days earlierShe talked over me on the phone and would not let me get a word in edgewise and she also told me that a check had been mailed to me on December 23rdThis is despite the fact that I have an email from Teresa dated December 4th saying the check had been mailed then and that I should get it in a couple of daysAnd despite all the previous correspondence I have promising the same thingSo I absolutely do not accept yet another "check is in the mail" response from a nameless Compliance person who responded to my Revdex.com formBecause if it was in the mail I certainly would have received it by nowI check my mail every single day and have not had any issues with my mail in the pastMy address is: * *** *** *** ** ***And, coincidentally, I have not had a problem receiving a single North American Power electric bill in the mail since I first signed up with them several months agoYet this check remains elusive.
I still maintain that in order to resolve this issue that I be mailed a $check in a traceable envelope like *** and be given the tracking numberI continue to be greatly disappointed with this company and plan to contact my local news station for assistance if this going down this avenue with the Revdex.com still continues to get me the same thing - NOTHINGI have multiple emails and phone records to prove that I've tried to resolve this issue over a DOZEN times with NO SUCCESS.
Sincerely,
*** ***