North American Power

","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 may have
experienced with retrieving their *** voucher.
Regrettably,
there seems to have been an email transmission error that occurred when issuing
the *** vouchers for both of the customer’s accounts In
instances as such, we typically request the customer provide an alternate email
address.
Nevertheless,
to expedite a resolution to Ms***’s case, the company has issued (4)
$*** vouchers to the customer (for each of her accounts) to
address her concerns.
Therefore,
at this time the customer has been notified of this accommodation and is
pleased with the solution to her concerns. She should receive her
vouchers within the next 10-business days
Should
you have any further questions or concerns regarding this matter, please don’t
hesitate to contact me directly
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

Hello,
class="MsoNormal">(*** ***)
We're
sorry that the customer, like many customers of both suppliers and utilities
across the region, have experienced higher-than-usual variable rates this year
The customer was enrolled into NAP’s guaranteed savings plan, however, the plan
expired and defaulted to the variable rate
Attempts
have been made to contact the customer, but to no availIn the interest of
customer satisfaction, we are sending the customer a check in the amount of
$135.49, which is the difference between the variable rate the customer was
charged and what they would have paid if they were charged at the utility’s
rate-to-compare for the customer’s past two billing cycles.
Lastly,
the customer will be refunded at the utility’s RTC for their final months of
service
We
encourage the customer to contact me directly at *** with any
additional questions or concerns.
*** *** *** *** ***
North American Power** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

I would like to add another thing to this complaint. When I called in January regarding their error as indicated in my original complaint, I told them to discontinue their services. I realize that I was
at the beginning of the billing cycle, so I understood that I was going to have to stay on with them for the next bill; however, I learned when I received my 2nd bill after discontinuing service, that I was still on with them. They decided to charge per kWh while the apples to apples comparison from the illuminating company was per kWh. Therefore, I spent an additional $due to them keeping me on their service although I cancelled. (- x kWh = $62.51). I would also like them to reimburse me the difference for this as well as their $error due to their contract Thank you

Complaint: ***
I am rejecting this response because: I don't recall ever getting such correspondence from NAPower in the form of an informative packet or whatsoeverThat said, from the reviews and comments I have read online, it seems this type of deceptive practice is pervasive in this space which is probably why I have fallen victim to this behavior and have been told not to be surprised by any denials or expect any type of partial refund of monies.Thanks!
Sincerely,
*** ***

This should not be classified as a rejectionWe agree with the customer--once the August bill arrives, we'll take care of that accommodation, but we cannot calculate the accommodation until we know what the usage was

Our Account Specialist sent the following email to the customer:
Hello Mr& Mrs***,
North American Power apologizes for the inconvenience regarding the delay of your two $Welcome BonusesTo expedite the process a $check will be refunded to you, as a means to substitute the *** cardsThe check should be received within the next business days
Your $refunded has been issued, and should be received within business days
As always, you’re more than welcome to contact me at *** *o discuss any questions or concerns
Thank you,

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

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,
*** ***

Revdex.com:I have researched the tracking documents attached to North American Power's response to my latest comment regarding this issue The refund check was not picked up by *** ** until 5/12/and is currently located at the local *** ** office in *** ** I am confident that this refund check will be delivered in the next days
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 *** *** Complaint #***
According
to our records, *** *** enrolled with NAPG on 3/22/onto a 6-month$0.0669/kWh
fixed term - which was supplied to the customer for the indicated
term
length. As a standard, NAPG sends renewal notices to advise customers of
when their fixed rate contract is 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.
Attached
you will find the renewal letter that was mailed to the customer.
As
of 2/11/2016, *** *** account will no longer be enrolled with NAPG and will
not incur any additional supply charges beyond this date
Should
you have any further question or concerns, please do not hesitate to contact me
directly.Sincerely,Compliance DepartmentNorth American Power & 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.
Variable 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. This was the case with *** ***
According to our records, *** ***'s renewal letter was sent to her on 7/28/2014, prior to the expiration of her fixed contract and in accordance with New York Rules. Therefore, the company met its contractual obligations to the customer. We regret if *** *** does not recall receiving her letterAttempts have been made to contact the customer to discuss her complaint but to no avail at this time. Therefore, she is 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

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,
*** ***

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,
*** ***

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*** expressed 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 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
late December the customer made contact with the company and despite his
renewal letter being mailed to him on 7/28/2014, he was provided several
options concerning his account and was even offered an adjustment to his last
bill cycle However, he declined the resolution
offered.
That
being said, we wish there was more that we could do
NAPG
remains committed to customer service and satisfaction and hope this response
has meaningfully address this complaint.
Sincerely,
Compliance
Department
North
American Power and Gas

",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 terminatedMs*** (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 concernsSincerely,
Compliance Department
North American Power
Glover Ave, Third Floor,
Norwalk, CT,
T
F

",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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

When I first signed up with North American Power I was led to believe that I would be saving money on my electric bill I saved approximately $the first two bills Over the next eight bills I paid over $more than what I would have paid had I stayed with my original company Unfortunately for me I just found this outSo if you have money to throw down the drain, I recommend North American Power and GasOtherwise, don't use this company

Complaint: ***
I am rejecting this response because:From: *** *** *** Sent: Wednesday, January 28, 6:PM To: [email protected] Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #*** This is *** *** in response to problem with North American power they did not-acknowledge that I tried calling several times and spoke to customer service and they said it was canceled after months and my bill is Extra 200to a month from there charges so I'm Stll paying out extra charges for service I had try over n over again to cancel I need them to pay to in charges and unrecieved but promised gift cards thank you *** *** they called offer a small ck and lower rate I said no thank you Sent from my iPhone
Sincerely,
*** ***