North American Power

Ms***, Ms*** was contacted and her concerns have been resolved. We advised her that no call is found in September when she claims to have called to cancelHowever, as a courtesy we will issue a refund for her last bill cycle which comes to $92.90. She was pleased with
this. Then before the close of the call we addressed her concerns regarding her renewal notice. It is our understanding that all of her concerns were satisfactorily addressed We apologize for the delay in response to this complaint and respectfully request that you update your records accordingly Regards, *** *** Compliance Manager 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,
*** ***

In response to Mr***’s complaint
concerning an alleged breach of contract and rate dissatisfaction; NAPG did indeed
meet its contractual obligations to the customer and there was no breach. Furthermore, the company certainly complied
with all laws
After a thorough review
of
the customer’s account, it was determined that a miscommunication occurred
between the customer and an agent, which resulted in the customer not being
charged at the rate he anticipated. To
rectify the situation, NAPG rerated the customer’s most recent commodity
charges to the previously contracted rate and compensated him an additional $
for any inconvenience that may have been caused. These accommodations yielded a total reimbursement
of $122.12, which was sent to the customer via *** on 1/22/(Tracking
#: ***)
Even more so, the company
agreed to adjust the commodity charges to the customer’s final bill cycle (ending
2/11/15) to that of the utility’s standard offer, once all charges have posted. Mr*** was contacted and advised of
this information, to which he was pleased
We regret the customer was
dissatisfied with our service and hope this response has meaningfully addressed
this complaint
Sincerely,
Compliance
Department
North
American Power and Gas

Complaint: ***
I am rejecting this response because:
North American Power offered me a per Kw rate if I would remain as a customer, but refused to honor this rate if I choose to leave. I do not see the logic in justifying the higher rate for two months before my service can be transferred. I feel that I am being held hostage and being exploited
Sincerely,
*** ***

We are kindly asking that North American Electric and Gas adjust our bills (Dec Jan and Feb 2016) to match industry standard kw/hr rates and not the double rates they have billed for
Please see attached supporting documents thank you and I await the merchants responseAlso I want to make sure merchant does not file this with credit companies as it is pending determinationThanks again

Our records indicate that the customer moved to a monthly variable rate at the end of their fixed rate term, and that they were sent a fixed term expiration notice on 6/which reminded them of this expiration and encouraged them to contact us to discuss our fixed rate
options.
Despite our findings, we are issuing the customer a courtesy accommodation in the amount of $50.76, which is the difference between what the customer paid with us for the 7/16-8/billing cycle and what they would have paid at their old fixed rate for that cycleThe customer's account is still currently on a variable rate, so we encourage them to contact us to switch to a fixed rate, if that is what they'd like to do.
We have been attempting to contact the customer to discuss their concerns, but have so far been unable to reach them

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:
Dear Sir/Ma'am:
North American Power failed to give me an email telling me that rate of power billing was going to be variable, by their own admission by *** at Norfolk CTThey also accidently gave me cents a KWH for monthsHowever, this is not my mistake but theirsThey expect to pay for a mistake that would have been precipiteous to me staying with them through the months that I was with them if I had been as they admitted notified of what was going onI could have done any one several things had I been notified at Months, including the possibly of breaking my contract and getting a better rate somewhere else
NA Power were the instigator in making an accident happenThe one responsible for an accident is the one that made it happen, not the victimThey made a mistakeThey expect me to pay for their accident and precipitieous events that fell out from error, even though, if I hadn't been kept in the dark about what was going on, I could have made other plans in all their honesty, I may not have to pay for their mistakeEspecially all at once at the end of my term
This is a nice sum of cash that was snuck into our budget destroying our budget by NA PowerWhich of course is nafariousI'm going to pay cents/kwh for all the time I was with youThat's not fairIt's completely abnormalI want a power companyThis incident cause us to max out all our credit cardsIt is not a fair arrangment nor can it beYou can't just jack up my rates and charge me 250% fo the CMP standard offer for months, without telling meA speedy cash withdrawal from my account is always wrong, when it's without my permissionNo creditor ever made someone pay back all the debt owed in a month periondAllot of politicians have talked about being transparentEven after NA Power paid allot of complaints they think doing the same thing to me is alrightThey did things to me that left a tangled web of possibilities of what could have been, if I had been notified three months in my tenure with themYou should have acted after months with an email to meThis, even after months and many other such mistakes by in other complaining, I was still not notified by emailSo NA Power says we mad a mistke so we will get even with him at the end of his tenureThat's not fairI have no choice in any of the decisions whatsoever, that's against my rightsThe whole situation is helter skelter because of what you didThe whole situation is madnessYou intended to take advantage of me in the aftermath of what you causedIt's not your place to judge what could have happen if I had gotten your email at months into my contract, or what you think is justice after months was upYou have stolen my furture from me, and made it up as you went alongThe higher ups at NA Power said "We'll pull the wool down over his eyes and take this money from him illigitimatelyLets just take it all at once." If you didn't feel guilty you'd call me up so I could make payment on what I could have owed youThe second time I called ***, she said she would return my call, but didn'tThis is because she has something to hideThey said to the Revdex.com that they tried to call many times, but my number was called only once on my caller IDAfter the way I've been treated by this company, I don't think I get the $refund to meThank you for trying remedy these charges on my account*** ***
Sincerely,
*** ***

First of all they credited my statement and then charged me AGAIN for the kw rate when I just got the bill last weekWhen I spoke to the representative he checked in the computer system and NEVER saw a renewal letter sent to me and didn't know whyPerhaps they should monitor that phone call that took place and they will hear the conversation about me checking on why I never received notification of the increaseThat is a downright lie that I was informed and that is why I would like them to review that phone call and see that I had a discussion with the representative and asked him why I didn't receive the notification of such a substantial increaseI have never in my life seen an increase that high which makes me wonder about them and which also made me make the decision to switch back to my original carrierThe attached bill indicates the adjustment from the previous month and then a charge with the same high rate for the current 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, *** ***

Hello,*** *** - Complaint # ***To better address *** *** concerns and to thoroughly explain the renewal processes, an analyst in our department has attempted to contact her, however, they were unsuccessfulFurther attempts will be made to reach *** *** in order resolve her
dispute.Should you have any further questions or concerns, please do not hesitate to contact us directlySincerely,Compliance Department North American Power & Gas

Hello,
Complaint# *** (*** * ***)
class="MsoNormal" ">We at NAPG
take all customer claims very serious and will diligently investigate the
customer's account to provide a reasonable response according to our reports
However, we
are unable to locate an account for Mr*** using the customer information
provided
Can you please provide an email address, account number, alternate phone number (associated
with the account) or the account holder's name as shown on the billing invoice?
This additional information will assist us in finding the account in
question
Should you have any further questions or concerns, please do not hesitate to
contact me
Sincerely,
Compliance DepartmentNorth American Power & Gas

Complaint: ***
I am rejecting this response for now because:
Mr *** contacted me outside of the Revdex.com on Friday- although his offer was generous and I would consider accepting it there were several errors I responded to him to clarify twice but was met both times with no answer from Mr*** to clarify the errors
Here was my response I sent twice since Friday June 6, 2014:
Dear Mr***,
I am very happy with your generosity of crediting my overcharge however, the overcharge total was and you are stating that your credited amount is which is $short of the actual overcharge Could you kindly explain how you arrived at that total? Also- in what manner is this refund issued? I do not understand the # that is next to Electric in your email to me as my account with you was #***
The bottom chart clearly displays the differences:
Bill date Service Supplier name Total ESCo bill Total comparable NG bill Difference
05/23/ Electric NORTH AMERICA POWER & GAS LLC $ $ $
04/23/ Electric NORTH AMERICA POWER & GAS LLC $ $ $
03/24/ Electric NORTH AMERICA POWER & GAS LLC $ $ -$
02/21/ Electric NORTH AMERICA POWER & GAS LLC $ $ $
01/23/ Electric NORTH AMERICA POWER & GAS LLC $ $ -$
12/23/ Electric NORTH AMERICA POWER & GAS LLC $ $ $
11/21/ Electric NORTH AMERICA POWER & GAS LLC $ $ $
10/22/ Electric NORTH AMERICA POWER & GAS LLC $ $ $
09/25/ Electric NORTH AMERICA POWER & GAS LLC $ $ $
08/26/ Electric NORTH AMERICA POWER & GAS LLC $ $ $
07/25/ Electric NORTH AMERICA POWER & GAS LLC $ $ -$
06/24/ Electric *** *** N/A N/A N/A
Totals: $4,(NORTH AMERICA) $3, (*** ***) OVERCHARGED BY NORTH AMERICA POWER/GASS TO ACCOUNT #***= $471.67
I need to have Mr*** clarify his response and make sure of how I will get this refund before I feel comfortable taking the offer
Thanks!
*** ***

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

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/
146.62With a total Supply Bill equaling: $for those months, rather than the $on our account.We 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,
*** * *** ***

",sans-serif>Hello,
This email
is in response to the complaint filed by *** L *** - Complaint #***.
According to
our records, the customer enrolled on 4/11/onto a 12-month $0.0814/kWh
fixed term which started on 5/19/2014, and was supplied for the indicated term
length As a standard, NAPG sends renewal notices to advise customers of
when their fixed rate obligation will expire and encourage them to contact us
to renew their rate planAdditionally, as stated in the terms, if the customer
takes no action their account will default back to the standard variable rate -
this happens to be the case for Mrs***
Attached you
will find the customer’s renewal letters that were mailed prior to the
conclusion of her fixed term
Although we
show that the customer was charged accordingly, in the hopes to provide
customer satisfaction; should Mrs*** decide to
re-enroll back with NAPG onto a new fixed rate, a courtesy accommodation at the
difference between her new fixed rate and the market rate she was charged on
her final billing period (1/19/- 2/18/2016) with us would be issued
As of
2/18/2016, Mrs***’s account has been cancelled with us and has not
incurred any additional supply charges since this date
Should you
have any further questions or concerns, please do not hesitate to contact us
directly
Sincerely,
Compliance
Department
North American Power & Gas, LLC

We respect Mr***'s position on the matter and encourage him to contact our escalations hotline at ###-###-#### to further discuss his concernsSincerely,
Compliance Department, North American Power and Gas

",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

Here is our Account Specialist's summary of the resolution with the customer:
I was able to contact the customer regarding the complaintWe discussed the complaint briefly, I apologized for the inconvenience they experienced and I informed them that after a
review we have decided to provide a courtesy accommodation of $that they should receive within weeks at the verified addressI was very clear with the customer that this does not in any way have any bearing on the collections letter she receivedI deemed them entirely separate subjects and addressed solely the complaintThe customer was very happy with this resolution

Hello,
Complaint# *** (*** * ***)
We at NAPG
take all customer claims very serious and will diligently investigate the
customer's account to provide a reasonable response according to our reports
However, we
are unable to locate an account for Mr*** using
the customer information
provided
Can you please provide an email address, account number, alternate phone number (associated
with the account) or the account holder's name as shown on the billing invoice?
This additional information will assist us in finding the account in
question
Should you have any further questions or concerns, please do not hesitate to
contact me
Sincerely,
Compliance DepartmentNorth American Power & Gas