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 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 us
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

Hello, Complaint # *** * *** *** To begin, our records indicate that on 12/10/2012, *** *** enrolled both her gas and electric accounts with NAPG onto variable rate plansVariable rates are subject to price fluctuations based on market conditions and other price related
factorsThat being said, rates can go higher or lower than the local utility in any given monthAdditionally, it is important to point out that, at the time of *** ***s enrollment NAPG did not offer fixed rate agreementsAttached you will find *** ***s enrollment call Should you have any further questions or concerns, please do not hesitate to contact us Sincerely, Compliance Department North American Power & Gas, LLC

Company Response to Complaint:
face="Times New Roman">We take *** *** claims very seriously and regret she was dissatisfied.
As a courtesy and resolution to this
complaint, NAPG will rerate *** *** last two bill cycles to the utility's
standard offer and issue her an adjustment in the amount of $ *** *** can expect to receive this refund in the form of a check within the next weeks. Several attempts have been made to contact *** *** to advise her of this information. As an alternative she 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

Complaint: ***
I am rejecting this response because:
The reply from the North American Power highlights one of their
issues which also incriminates them and proves my pointNorth American
Power keeps poor records, no records or distorted records. In September/October of when my term
contract with the North American Power had ended, I called them to negotiate a
new contract. After receiving the first
statement which was not reflective of the contract we had agreed to (I also had
to get the state regulator involved and waste a great deal of my time), North
American Power agreed to honor the month fixed price contract starting in October
of 2014. Given the company’s backward
and wholly inadequate systems, they continued billing me the non-fixed rate
which was higher than the fixed rate we had agreed to. In order to compensate me for the difference
between their floating rate and fixed rate, they gave me a monthly refund for
the difference until months later they started charging me the agrerate. As per their own dates (in their response)
the new term (month contract) started in October of last year, which would
end in August of this year
The fixed rate
was supposed to end in August as per my notes and the dates they give in their
reply (months from October 2014). I
learned that it takes Unitil and North American Power a cycle or two to change
power suppliers, so I called North American Power to confirm that my fixed rate
contract with them was close to expiration and that I did not wish to renew my
contract. You see I try to avoid doing
business with with poorly run companies and in particular those which is trying
to scheme around *** ***s open energy markets in order to overcharge
customers at every turn. This is irrespective
of the fact that their prices happen to be substantially higher than the spot
rate. North American Power is now
fabricating a date well beyond the expiration of our agreement to continue
charging me higher than current spot rates well into the future.
The refunds
referred to in their response are not for the dates of service they are
claiming but for later dates of service starting in October, not June. They evidently have a huge systems problem or
are just plainly fraudulently trying to steal from customers. I can obtain the checks from my bank and show
the adjustments vswhat we were overcharged starting in October (not June as
North American Power claims)North American
Power claims that they will honor the termination of the term contract if I pay
them an “early termination fee” which as stated above, I do not owe them since
the contract is expiring in August. This
is federal crime known as racketeering.
In addition to
being investigated for Federal crimes, I would like for North American Power to
release me form the term contract in the originally agreed to cycle ending in
July/August without extorting me / my family
Sincerely,
*** ***

Company Response to Rebuttal:NAPG is pleased that it was able to reach an amicable resolution with Ms*** in which she accepted the company's final offer.Sincerely,North American Power and Gas

",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

Revdex.com:thank you very much for the emailhowever, until I have confirmation on my dominion east ohio gas billi'm going to assume this has not been resolvedI have heard horror stories about North American Power
thank you very muchplease check back with me in about a month!!
Sincerely, *** ***

Complaint: ***I am rejecting this response because I am trying to resolve this matter with *** or ***. It was an extremely difficult process trying to get a hold of *** after playing a couple of rounds of "phone tag" - I believe it was more a matter of being left with a general call in number that made it difficult to connect, but I now have a direct number to both *** and ***. I am not difficult to get a hold of and I immediately returned both calls - NAP called twice, I called no less than times (with significant hold times) that I was able to reach a manager/compliance*** has been very understanding and is in the process of locating my phone call into NAP, and I have agreed to get a record of my calls. In the process of investigating this complaint, it was revealed that my prior lower rate was terminated a month earlier than the contract duration and I have been refunded for that error; NAP has also agreed to waive the month early termination fee (I signed up for an month, not month, contract)In general, my dissatisfaction comes in the fact that it was only due to (what I feel was deceptive) marketing that I locked myself into an 11-month contract to pay more than double for a standard product (electricity) - had I not reacted to NAP's promotional mailing and listened to the representative's suggestion that I can save money by locking into a contract price, I would have saved more than $for each of months that I was locked into (a total of over $1200) because of the 1-months that it takes to transfer billing.
I understand there should be a "penalty" for not conducting my own due diligence by researching prices, but somehow making customers pay more than double for utilities (a necessity) after the customer has communicated that he/she wants to pay the noncontract price (ie severing the contract) seems to me not just punitive, but fraudulent. Why would anyone call to request to be locked into higher prices for electricity if not due to how that "product" is promoted - price savings?Sincerely,*** ***

Complaint: ***
I am rejecting this response because: it is a different family member's
accounts. The response that was accepted was only for ** *** *** * *** *** is my mother in-law's home. The attached spreadsheet is for her excessive charges. Again, this is not acceptable and the amount previously agreed upon was for the excessive charges for ** *** *** ONLY. This is a separate claim and is not related at all to the other claim and it should be assigned a different claim number. There was never any mention of these accounts in resolving the issue with *** *** *** ***. Please do not confuse the two different residences.Again, this is not acceptable at all. See attached charges
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 NAPI hope that NAP decides to do the right thing and correct this problem
Sincerely,
*** ***

Hello, Complaint # *** * *** *** To begin, our records indicate that on 12/10/2012, *** *** enrolled both her gas and electric accounts with NAPG onto variable rate plansVariable rates are subject to price fluctuations based on market conditions and other price related
factorsThat being said, rates can go higher or lower than the local utility in any given monthAdditionally, it is important to point out that, at the time of *** ***s enrollment NAPG did not offer fixed rate agreementsAttached you will find *** ***s enrollment call Should you have any further questions or concerns, please do not hesitate to contact us Sincerely, Compliance Department North American Power & Gas, LLC

","sans-serif"Times New Roman"">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 regarding their enrollment.
The charges/fees customers of
*** *** in the state of *** *** are being assessed is not considered
a 'switch fee'. *** *** - ** does not assess
a switch fee, however, the customer may incur a Standard Offer Billing Adjustment by
the utility, which is labeled as *** *** *** *** on
their bill Keep in mind, since the utility changes their rate 2x yearly, they
have to recoup the fees from their Standard Offer rate and actual market rates when a customer switches to a
supplier
This adjustment shows the
fluctuation of the market and will either be a credit or a debit on the customer's bill
We hope this response has
meaningfully addressed this complaint Should you have any further questions or
concerns, please don't hesitate to contact us
Sincerely,
Compliance Department,
North American Power & Gas

Hello,
(*** ***)
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we apologize
for any challenges the customer may have experienced
with regard to their account.
It
is customary that NAPG sends renewal notices to advise customers of the
conclusion of their fixed rate contract, as well as, suggesting that the
customer contact us to renew their rate plan. It is worthy to point out
that noted in the renewal letter - the terms indicate, if the customer
takes no action, their account will default back to the standard variable rate
plan.
Our
records indicate, that the customer was correctly billed and properly informed
of the pending expiration of their fixed rate.
Attached
you will find Exhibit A, the renewal letter that was mailed to the customer
before the expiration of their fixed rate
As
of 12/8/2014, this customer’s account has been cancelled, and will not incur
any further charges beyond this date.
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 ###-###-####

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
%

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

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

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 9/5/2014, 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 *** *** 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
*** ext*** 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

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

Complaint: ***
I am rejecting this response because:
Hello my name is *** *** and had a past complaint #*** which I let go but now the same company North American power send me another billI tried calling company about seven times and the manager said she would call me back and never didI keep getting bills in mail that I know are not correct.I cancelled service with this company about a year ago.I have perfect credit and feel torn between just paying and letting these con artist con me again or fighting it. I want to make a new complaint or add to old complaint, Need help Thank you ***
Sent from my iPad
Sent from my iPad
Sincerely,
*** ***