North American Power

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 *** *** * ***
We at NAPG take the
customer’s claims very serious and are thoroughly reviewing MsAllen's account
to provide a reasonable response according to our reports. However, our
investigation into this
complaint has not concluded. Therefore,
we are kindly requesting a 5-day extension in order to provide a full response
based on our findings
We truly appreciate your patience and assistance with
this request
If you should have any questions or
concerns, please do not hesitate to contact us directly
Sincerely,
Compliance
Department
North American Power

Hello,(*** ***)NAP
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 account.
Our
records indicate, that the customer was enrolled into a 6-month fixed rate plan
at $0.0784/kWhAs a standard, NAP 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 planAdditionally, as stated in the terms, if the
customer takes no action, their account will default back to the standard
variable rate plan. According to our records, this was the case with Ms***
Our
records indicate, that the customer was correctly billed and properly informed
of the pending expiration of their fixed rate.
Several
attempts have been made to contact the customer to discuss the current fixed
rate options available, but these attempts have gone unsuccessfulThe
customer’s account it still enrolled with NAPG and is currently being charged
at the variable rateWe strongly suggest that the customer contact us soon to lock
into a new fixed rate plan
We
certainly wish there was more we could have done and regret that the customer
was dissatisfied with our service
Should
you have any further questions or concerns regarding this matter, please don’t
hesitate to contact me directly.Sincerely,*** ***
North
American Power** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

Here is our Account Specialist's summary of the resolution with the customer:
I spoke to *** *** and let her know about the additional refund of $that is going to be issued for the last month of serviceI also confirmed for her that the account is no longer in serviceShe appreciates this and will relay the information to her husbandShe also inquired about what rates are available for re enrollment if they decide to come back, I let her know what they are currently but let her know it is subject to changeThey are going to consider re-enrollment

Complaint: ***
I am rejecting this response because: To date I have not received a check. I spoke to Stephan on 5/25/and a check was to go in the mail that day. today is June and I do not have a check
Sincerely,
*** ***

Light",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 ###-###-####

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, *** *** states he never received his renewal letter and requests a refund
"">
Regrettably, NAPG is unable to provide *** *** with record of his renwal notice at this time Therefore, as a resolution to his complaint the company will honor *** ***s's requet for a refund of $ *** *** will be contacted by the company and issued a refund to the billing address on file
NAPG is committed to customr satisfaction and hope this response has meaningfully addrssed this complaint
Regards,
Compliance Department
North American Power and Gas

","sans-serif"">Hello
(*** ***)
NAP
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 account
Our
records indicate, on 11/11/2014, that the customer called into our customer
care department to request cancellation of their accountHowever, contained in
the NAPG Terms Of Service, it clearly specifies that a customer’s cancellation
notice must be received via email at least five (5) business days prior to the
scheduled charging of your credit card in order to avoid future charges, in
this case, the customer was informed by the CSR to send an email to *** to request the
cancellation of their account.
Attached
you will find the TOS that outlines the specifics pertaining to the
cancellation of an account
Although
this customer was charged accordingly, as a courtesy, the $that was
debited for the customer’s November billing period will be refunded back to the
customer debit/credit cardThe customer is no longer enrolled and will not
incur any further charges from NAPG.
We
certainly wish there was more we could have done and regret that the customer
was dissatisfied with our service
Should
you have any further questions or concerns regarding this matter, please don’t
hesitate to contact me directly. Sincerely,*** *** North
American Power** *** *** *** *** *** *** ***T ###-###-####F ###-###-####

Complaint: ***
I am rejecting this response because:
"On 11/10/2015, both parties had contacted our customer care department to request that their accounts be terminated and switched back to their respective service supplier." < WE REQUESTED THAT OUR ACCOUNTS BE TERMINATED ON 12/31/15, NOT THE DAY THAT WE CALLEDIt is certainly not the caller's fault if the receptionist answering the phone does not take down all of the information correctlyWe also should have been told that the contracts would be terminated immediately and we should call closer to the end of the yearWhat ever happened to "the customer is always right"? No one at NAP is even taking responsibility for this errorI, the customer, am certainly not going to be held responsible for this wrongdoingIt boils down to this, we called in Nov to request that our contracts be terminated at the end of Dec and they were terminated in Nov; if you called a bakery and ordered a New Year's cake for Dec 31st and they went ahead and unapologetically made it for Nov 12th, I think you'd be pretty upset because what you (the customer) had requested was not fulfilledThanks but no thanks for the terms of service - day late and a dollar shortWe should have been advised of the immediate termination during our first phone call in Nov - full disclosure
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
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,
*** ***

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 ###-###-####

Complaint: ***
I am rejecting this response because:Let me provide another picture of how absurd North America
Power was with their charges:
Based on the rate difference provided by NAP it appears that
I over paid for my electric supply from July through March by $713.87!!!
Again, I reiterate the fact that the first “HIGH” bill I
should have received in December 2014, North America Power did not include their
supply fee in the bill. Instead this was
added onto the last bill in March 2015.
If I had received such bill, I would have immediately noticed the
problem then.
In addition, how is it that they had no problem
transitioning services over to them when I originally signed up to be able to
immediately start charging me the very next bill, yet when I want to cancel it
takes them almost months?
Then to add to insult, when I first bring up the issue, I am
offered to lock into another contact with a higher rate than ***. Now, does this make any sense to you? When I point out the problem, their solution was
“take it or leave it.” When I ask to
speak with a supervisor, I am told to email customer service instead of
calling. Then after a two phone call,
email complaint, and third party online resolution complaint, I receive a phone
call from “***” who was only available between 10am to 2pm to discuss my
complaint. As a result, I had no choice
but to take time out of work day to discuss the matter with her. Her offer, adjust the last bill, which was
the lowest amount since the winter months.
So, not only do I believe their business tactics is less
than honorable, perhaps even devious, I believe their customer service was
absolutely deplorable. This is clearly
shown by their Revdex.com rating of C!!
Given all these, please explain to me how you think a refund
of $plus a “gift” of $for my troubles would be sufficient? I over paid by $to North America Power and endured this hassle for over
months now!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Expect North American Power
and Gas, LLC (NAPG) to refund the overcharged $ 2,857.63, in compliance with laws and applicable wholesale price index based pricing.
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.
According to our records, *** *** renewal letter was sent to him on 5/13/2014. Therefore, the company met its contractual obligations to the customer. We regret if *** *** did not receive his letter and apologize if he had an adverse experience
And so, he is encouraged to contact NAPG’s escalation hotline at *** *** *** to speak directly with an escalations agent if he wishes to further discuss this matter. We look forward to an amicable resolution to his concerns
Sincerely,
Compliance Department
North American Power and Gas%

Complaint:***
I am rejecting this response because:
The only call I received from North American Power was today
3/12/15, two weeks after contacting the Revdex.com
After my original conversations with North American Power on 2/23/when
I was told the rate given me of cents per KWH would not be honored, I
decided to switch back to *** ***.
I did not want to continue to be billed at the current rate of
cents per KWH
I am on a fixed income and could not afford to send you an
extra $that I did not owe, so, with no resolution in sight, I paid the
bill less the $101.10.
What I need is a credit on my next and last bill for
the $instead of a check, with no late fee assessed. I also would like the disclosure rate of
cents per KWH to be honored for my last bill
These are the terms I will accept
Sincerely,
*** **
***

","sans-serif"">Hello,
Complaint #*** (*** **)
NAPG takes the
satisfaction of both our customers and our potential customers very seriously,
we apologize for the challenging experience the customer has had their refund.
Upon further review,
it has been determined the customer was issued a total accommodation in the
amount of $However, due to an administrative oversight the promised
refund accommodation was processed into individual refundsBased on the
customer account details, the first accommodation in the amount of $has
been mailed to the customer and should be received within the next 5-business
daysThe second accommodation in the amount of $has been processed, the
customer can expect to receive this refund within the next 10-business days
Lastly, the early
termination fee that would be assessed for the premature cancellation of the
customer’s fixed rate has been waived
We truly apologize
for the customer’s inconvenience they may have experienced during this process
Should you have any
further questions or concerns, please do not hesitate to contact me
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T
***
F
***

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 an accommodation in the amount of $that they should receive within weeks at the verified addressThe customer was very happy with this resolution and will certainly consider using NAP in the near future on multiple propertiesI provided them my direct line if they should have any further questions or concerns

Hello,This email is being sent in response to the complaint filed by *** *** Complaint # *** - which *** *** has asserted that *** coaxes potential consumers by offering free gift cards and competitive 6-month fixed rate plans to only later expose these consumers to a variable rate at
the conclusion of their rate agreement without any warningTo begin; we have attempted a search through our database in order to locate an account belonging to *** *** using the customer information provided. However, we were unable to find any accounts associated with this dataTherefore, if *** *** is a current customer or is a former customer of ours, we would kindly request that we be provided with any additional account detailsThis would help us mightily in our search, and would allow us to properly address his concerns based on the details reflected on his account.With esteem to *** *** above free gift card claimsAll newly enrolled customers who have signed up for either electric or natural gas supply service with *** are eligible to receive a Welcome Bonus - which can amount up to a $prepaid *** *** ***Now, if the said member also enrolls both their gas and electric accounts with us they may also be eligible to receive up to an additional $bonus - a potential of totaling up to $100.00. All the customer has to do is download, read and mail us back the Welcome Bonus redemption form and they will have instantly begun the redeeming process for their Welcome BonusThis is our way of saying thank you to the newest members of our *** energy family. Accompanied with *** *** displeasures with our Welcome Bonus process he also presents concerns about our rate plans. We place a great deal of effort into providing all consumers with a competitive fixed rate within the regions in which we marketThough we do offer 6-month rate plans; we also provided various fixed agreements with the term length lasting beyond a month period In the past and as of to-date we offer 8, 9, and even month fixed rate contracts. The length of a term depends many factors such as the current and future market conditions. As a standard, we send renewal notices to advise customers as to when their fixed rate obligation will expire and encourage them to contact us to renewAdditionally, as stated in the terms, if the customer takes no action their account will default to the standard variable rate.I hope that this response meaningfully addressed *** *** questionsShould you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas

Complaint: ***
I am rejecting this response because:I was not offered a $*** gift card and a $***.com gift certificate as previously noted in the response from the business to me
Sincerely,
*** ***

Upon receipt of this complaint, our Account Specialist researched the issue and provided a summary of the resolution (below):
This issue has been resolvedOn 3/6/2014, we issued a refund in the amount of $for the billing error
I’ve sent the check to Ms*** via FedEx overnight late last week