North American Power

",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

","sans-serif"Times New Roman">Hello,
Complaint # *** - *** ***
We at NAPG
take all customer claims' very seriously and will diligently examine the
customer’s claims to provide a reasonable response. However, for this particular case, the
customer’s account cannot be found in our database. All the consumer information, which was
supplied within the customer’s complaint was used to search for their account,
but there were no matches found.
Perhaps, Mr
*** can provide a copy of his invoice which will assist tremendously in our
efforts to locate his account in our system
Several
attempts were made to contact the customer, but the attempts were unsuccessful.
Should you
have any further questions or concerns, please do not hesitate to contact us
Sincerely,
Compliance
Department

Here is our Account Specialist's summary of the attempted resolution with the customer:
I called out to the 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 also advised that they call in when the August invoice is received so the appropriate accommodation can be made for it as wellI will make further attempts to contact the customer

Upon receipt of this complaint, our Account Specialist sent the following email to the customer:
Hello *** ***
North American Power apologizes for the inconvenience regarding the delay of your $
Welcome BonusTo expedite the process a $check will be issued to you, as a means to substitute the *** cardThe check should be received within the next business days
As always, you’re more than welcome to contact me at *** to discuss any questions or concerns
Thank you,

Company Response to Complaint:
NAPG takes *** *** complaint very seriously and we regret she was dissatisfied with our
service. Nevertheless, the company holds itself to a high regard and in no way engages in the practices alleged by the customerNAPG will continue to review *** *** concerns to identify where the miscommunication may have occurred
As a courtesy and resolution to this complaint, NAPG will rerate *** *** last bill cycle to the utility's standard offer and issue her a reimbursement for the difference. Contact is being made to advise *** *** of this information. As an alternative she is also encouraged to contact NAPG's escalation hotline at *** *** *** to speak directly with an escalations agent.
We hope this response has meaningfully addressed this complaint.
Regards,
Compliance Department
North American Power and Gas
%

The termination
fee that applies to our fixed rate plans is small in comparison with some other
suppliers, and is particularly small at the end of the term (in the scenario
that the customer indicated)The fee, should a customer drop before the end of
their term, is $for every month remaining on the termSo, for example,
if the customer wished to drop with months remaining, the fee would be
$
In the interest
of customer satisfaction, we’re issuing a customer accommodation in the amount of
$36.20, which is the difference between what the customer paid with us and what
they would have paid at the utility’s rate-to-compare for their last billing
cycle with usThe customer’s account is also dropped, so they will incur no
further charges from us
We attempted to
reach the customer to discuss this account, but have so far been unsuccessfulWe
hope that the customer is satisfied with this outcome, and encourage the
customer to contact our Account Specialist, ***, directly at *** with any additional questions or concerns

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have not received an email from the company yet, as stated in their letter, but hope this is coming soonThank you for this quick resolution!
Sincerely,
*** ***

Company Response to Complaint:
We regret Ms*** was dissatisfied with our service. In accordance with the Terms of Service provided to the customer upon enrollment, customer cancellations are processed in accordance with their utility's switching practices and
service end dates are not determined by NAPG.As a courtesy and resolution to this complaint, NAPG will rerate Ms*** last bill cycle to the utility's standard offer and issue her an adjustment of $66.96. The refund will be sent in the form of a check within the next weeks. Contact is being made to advise Ms*** of this information.
We hope this response has meaningfully addressed this complaint.
Regards,
Compliance Department
North American Power and Gas

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

Complaint: ***
I am rejecting this response because: I do not wish to re-enroll with North American PowerI don't want to pay for a service that I'm complaining aboutDoesn't seem like a reasonable reconciliation.
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 meThis is satisfactory only for the 12/10-1/periodI received the next bill and my rates were as high as I am disputing that charge of 239.00, the difference if the rate were and would like to be credited for that amount alsoI did email *** regarding this latest bill and am waiting to hear from him
Sincerely,
*** ***

According to our records, *** *** was enrolled in a variable rate planVariable 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. For this reason customers are encouraged to enroll in a fixed rate plan that can offer them price certainty
We regret that *** *** was dissatisfied and therefore attempts are being made to contact the customer to discuss her complaint. Alternatively, she is also encouraged to contact NAPG’s escalation hotline at ###-###-#### to speak directly with an escalations agent. We look forward to an amicable resolution
Sincerely,
Compliance Department
North American Power and Gas

Upon receipt of this complaint, our Account Specialist was able to contact the customer and resolve the issueHere is our Specialist's summary of the resolution:
I called out to customer about recent complaintI apologized about
inconvenience and edu on fixed rate moving into variable rate once term expiredI explained the rate increases due to the winter energy shortageI then informed of courtesy accommodation of $ 4/08-4/
$ 3/08-4/$ 2/07-3/Difference at the utility’s RTC Total refund $Customer was very satisfied

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

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,
*** ***

",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

Light",sans-serif>Hello,
This is in response to filed by *** *** -
Complaint # ***.
NAPG does not take complaints of this nature lightly nor will it be
toleratedImmediately after being informed of this matter the agent who
enrolled Ms*** account was terminated, and all active employees partaking
in the door-to-door sales channel were made aware that this type of behavior
will not be accepted, and if found that one has inadequately provided potential
customers with erroneous information, they too will be dismissed from their
duties and their employment terminated
Ms*** (2) accounts that were enrolled with NAPG have both been
cancelled and will not go on flow with NAPG
We deeply apologize for any inconvenience Ms*** may have experienced
and hope this response was meaningful and addressed the customer’s concerns
Sincerely,
Compliance Department
North American Power
Glover Ave, Third Floor,
Norwalk, CT,
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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:did not know it was a bait and switch scam Did not know it was a limited time offer Why would your electricity be a limited time offer They purposefully tried to trick customers Never received renewal letter It should have come registered mail Variable plan they switched to has exorbitant fees Seven times old bait and switch initial scam fee I fear for the elderly who are not aware and still paying loan shark fees because they signed up thinking they were saving money People 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 scam Thanks
Sincerely,
*** ***