North American Power

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: *** *** *** * *** *** *** ***

Hello,
Complaint # *** - *** ***
Attached you will find the charge summary of Ms*** account, which
illustrates the customer's supply charges incurred, and payments submitted to
NAPG.
Should you have any further questions or concerns, please do not
hesitate to
contact us directly
Sincerely,
Compliance Department
North American Power & Gas

Hello,
This is in response to the rebuttal
email received from *** *** - Complaint # ***We show no records of Ms***’
or her father’s account ever being cancelled without their authorization. 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 supplierThis request was processed and their utility
provider were made aware of the customer’s intentions to transition back themAgain, bear in mind, that only the Utility can set a
start date or end date for any account, which leaves the alternate supplier
without any control or the ability to schedule a cancellation for a specific
date or time. Due to this reason, we routinely
advise customers that it can take from 1-meter reads before their account is switched
from us to the new supplier
Below you
will find the link to NAPG’s Terms of Service which will provide more details regarding
the changing and/or termination timeframe for one’s account.
***
We hope that you found this
response meaningful. Should you have any
further questions or concerns, please do not hesitate to contact usSincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

Hello,
*** *** - Complaint # ***
We
at NAPG take the customer’s claims very serious and have diligently
investigated Ms***’s account to provide a reasonable response according
to our reports
Please note that within 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”)
Based
on the customer’s account details, we do show that a $welcome bonus was
mailed to the customer, however, we are awaiting confirmation from our
promotions department to verify if the welcome bonus which was mailed to the
customer in the form of a *** gift card was activated and used
In
the interim, in the hopes to provide customer satisfaction; an accommodation in
the amount of $will be issued to the customer as a substitute for the
alleged welcome bonus that has not yet been received. This accommodation
will be mailed to the customer in the form of a check and should be received
within the next 7-business daysShould 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: They did not address the fact that they raised my electricity rate nearly double in monthsYet they offered me a rate nearly half my current rate if I sign up for a month fixed rate when I called to complainI already switched so this was not an optionThey did try to reach me three times to talk to me at my home numberI called back three times, each time I had to leave a message as there was a recording. Each time I left my cell number to contact meThey still called my homeNo one has returned my calls
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***4, and find that this resolution is satisfactory to me
Thank you for your help in this matter and glad to know they offered a refund I hope to receive shortly
Sincerely,
*** ***

Hello,*** ***, Complaint # ***On 9/30/2016, this customer enrolled with us via the web and selected a 12-month $0.0579/kWh fixed rate that was supplied for the indicated term lengthAs a standard NAPG policy, prior to the conclusion of any customer’s rate plan, a renewal notice(s)
are mailed advising the customer of the impending expiration of their contract, and encourage them to contact us to renew their rate agreement before its end As stated in these terms, if the customer takes no action, their account would default to a market variable rate.According to the customer’s account details, they submitted their cancellation request through their utility provider, who then informed us of the customer’s intentions of cancelling and their service end date. As of 2/15/2018, the account in question has been cancelled and has not incurred any additional NAPG supply charges beyond the indicated service end.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department North American Power & Gas, LLC

I sent a reply e-mail to North American Power with my cell phone numberNo attempt by company to contact me so farThe company stated in their correspondence to the Revdex.com they attempted to contact my home phoneI reviewed all incoming calls to our home and there were no calls from the companyThe correspondence they sent to the Revdex.com regarding the complaint is erroneous: the company has not attempted to contact us to date

Dear *** *** This is in pursuant of your Revdex.com complaintPlease be advised that our records indicate that your service began with NAP on June 4, with a month contracted rate at 0.0699/kWhThe effective dates for this plan were from June 4, through December 11,
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, your renewal letter was sent on November 10, 2014, prior to the expiration of your fixed contract. Our records indicate that the letter was sent to the address of *** **, *** ** ***This appears to be differ than that listed in the complaint. With that being said, you very well may have not received the mailings We have adjusted the account to reflect the expired fixed rate instead of being what you were billed on the variableWe have credited the account for $This amount will be issued in the form of a refund checkThis check will be sent to the address of *** *** *** *** * ** *** within the next 3-weeks On January 12, 2015, We received notification from *** *** *** that you had changed suppliers with a service end date of February 4, We apologize for any inconvenience that this may have caused you. We hope this response has meaningfully addressed this complaint. Should you have any further questions or concerns, please don't hesitate to contact us at *** * Sincerely, *** ** Compliance Department North American Power and Gas CUSTOMER EXPERIENCE INFORMATION Customer Information: *** *** *** *** *** *** *** * ** *** Daytime Phone: *** E-mail: ***

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 year.What 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 fulfilled.Thanks 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,
*** ***

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
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***
In November the customer made contact with the company and was provided several options concerning his account however, he declined and decided to cancel. Therefore, at
this time the customer's supply service has
returned to the utility’s standard offer on 12/10/
NAPG
is currently making attempts to contact the customer 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

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
I did ask them to rerate my account back to February and they declined
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have received a check from NAP for $"as a token of our sincerest apologies for your inconvenience." Thank you for that The balance of the over-charging is $ The minimum of over-charging totals $based on ***'s rate compared to NAP's real rates This is NOT a total comparison of NAP's advertised rate (.084) that was to be LOWER than ***'s
My 1st bill with NAP started on 5/3/ For months the rate was lower, then went above *** From that date forward; NAP's rate was higher than ***'s I'm confused about NAP's claim of a horrible winter during 2013- Why were the rates higher for part of 2012, and all of - during spring, summer, and fall?
I have never been told of any changes in rates, nor "variable," or "fixed" rates Not by mail or email The last communication that I received from NAP was an email on 9/18/stating that I'm "saving percent" over *** My NAP rate was already higher than ***'s rate for August and September I am still confused as to how and why this type of business exists In my complaint; I state that I will be satisfied with the return of MY money that I was over-charged based on ***'s rate, not a token If necessary; I have all of the rates from NAP and *** during the period of our relationship
Thank you
Sincerely,
*** ***

Company Response to Complaint:
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. This was the case with Mr***
As a courtesy and resolution to this
complaint, NAPG will rerate Mr***'s last bill cycle to the utility's
standard offer and issue him a reimbursement for the
difference. Contact is being made to advise Mr*** of this
information. As an alternative he is also encouraged to contact NAPG's
escalation hotline at *** ext*** to speak directly with an
escalations agent.
We hope this response has meaningfully
addressed this complaint.
Regards,
Compliance Department
North American Power and Gas

Hello,This email is being sent in response to the complaint filed by *** *** - Complaint # ***We at North American Power & Gas take the satisfaction of both our customers and potential customers very seriously, and we apologize for any challenging experience *** *** might have
had. With the hopes to rectify this matter with *** ***, he was recently contacted in order to discuss and address the issues summarized in his complaint report; and we're happy to inform you that the customer's concerns have been addressed. Should you have any further questions, please do not hesitate to contact us directly.Sincerely, Compliance DepartmentNorth American Power & Gas

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I requested an explanation and actual calculation before I accept offer my numbers that I calculated was and did not include my last bill which they told me also needed to be recalculated

Hello, Complaint # ***, *** *** According to the customer’s account details, we show that she enrolled onto a 36-month $0.1029/kWh but the fixed rate still hadn’t been reflected on her account. Therefore, as a means to make the customer whole she was refunded for the bill cycles
that were affectedUpon learning about this matter this issue has been resolved and the correct rate plan has applied and is reflected on the customer’s accountShould you have any further questions or concerns, please do not hesitate to contact us directlySincerely, Compliance Department North American Power & Gas, LLC

Complaint: ***
I am rejecting this response because: Per the attached spreadsheet, excessive charges were incurred from April through March for the electric charges as highlighted on this form. Electric charges above and beyond what would have been paid had I never changed suppliers amounted to $from April through March 2014. The company offered reimbursement for the last two months only in the amount of $127. This is unacceptable
In addition, the company did not address the excessive gas charges above and beyond what my local supplier would have charged had I not switched suppliers. As you will see on the attached spreadsheet, from April throguh February the excessive charges only amount to $505. The company never addressed this overage. This is unacceptable.
Both *** and *** kept their rates constant over the same time period and North American Power had extreme fluctuation. Why?? North American solicited business under the pretense of saving customers money. This was not the case. The facts are attached.
The spreadsheet does not include delivery charges as that does not apply to North American Power
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: *** *** at North American Power has not sent the refund check for $that was promised in a letter I received from the Revdex.com He has also not addressed the issue that NAP has continued to overcharge me at the variable rate after being informed that I did not select their variable plan Additional overcharges of $were taken from my credit card for March and I dont have the April bill yetI suspect more overcharges are occurring
Sincerely,
*** ***

We have attempted to contact the customer several times so that we can explain the reasons behind the higher variable rates this winter, in addition to discussing a resolution to their disputeWe encourage the customer to contact our Account Specialist, ***, at *** or at
***