North American Power

Complaint: ***
I am rejecting this response because: I have reviewed all my paperwork that NAP sent meI have all original documentation and my BGE billsNAP claims they sent me correspondence in reference to the rate change but I have no record of thisI have received NAP power bills for months that are almost double what my local power supplier are chargingNAP has my email address and my home phone but they claim to have contacted me with a letterI have spoke with NAP customer service representatives and they offered me a one month refund of the difference of the fixed rate as opposed to the current rate they are charging me and this was only if I stayed with NAP as my power supplier for an additional yearI am only making a estimate because I have not yet itemized every bill, but I believed I have been over charged at least 1,dollars since I was switched from the fixed rateIf NAP was truly interested in customer service as they claim, why would that have just kept me at their fixed rate ? I understand that the original rate charged was an introductory offer but to be charged double the fixed rate is flat and wrong
Sincerely,
*** ***

In the interest of customer satisfaction, we will grant this requestI've asked our Account Specialist to calculate the accommodation amount and get a check out to the customerShe should receive this check within the next business days

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: the nature of my complaint is the gouging the company does when I was on the variable rate plan I know the $rate to be gouging due to the fact that their rate is 50% higher than competitors variable, no commitment rate of $ The company did not address this issue of price gouging The business chose to ignore the facts of the complaint and restate what I already knew In the complaint I did not mention that I did not get the mail from them about the term ending on my fixed rate plan, but I did explain this to the customer service representative and their manager on the phone The company also has the ability to contact me via email, as they have done in the past, but did not contact me in that way regarding the end of my fixed rate plan Nonetheless, the complaint is regarding the price gouging Electricity is a commodity, there is NO reason, other than price gouging, that this company would charge 50% more than a competitor for the same no term, variable rate situation
Sincerely,
*** ***

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, *** ***

Company Response to Complaint:
NAPG made contact with Mr*** regarding his concerns and apologized for any inconvenience he may have experienced. As a resolution to his complaint he is being issued a reimbursement in the amount of $76.56, which will be sent to him in the
form of a check within the next weeks. It is our understanding that he was pleased with this outcome and considers the matter resolved.Sincerely,
Compliance Department
North American Power and Gas

Hello,*** *** - Complaint # ***(Rebuttal)As indicated in our initial response to Ms***'s concerns regarding the estimated time of arrival of her accommodation check. This check was prepped and mailed to the customer on Wednesday, December 23, 2015; and should have been received within 2-business days after the check was mailed. However, upon further research, it was found that the customer's accommodation check was mailed to an address of: *** *** *** *** *** ** ***; which differs from the address that Ms*** specified in her most recent response. Therefore, a new check will be reissued and mailed to the address of; * *** *** *** ** *** - which was provided by Ms***.Again, we regret that Ms*** has had an adverse experience and hope that this response has meaningfully addressed her complaintSincerely,Compliance DepartmentNorth American Power & Gas, LLC

Hello,
Complaint# *** *** ** ***
We apologize for any delay or inconvenience the customer may have experienced. Based off our records, the promised $accommodation was issued to the customer in the form of a check and was mailed to the mailing address on file on 4/30/*** *** *** *
*** ** ***Currently, our accounting department is verifying if said check was ever cashedIf it is determined that the check was not, the customer will be re-issued another check for the same amount.Several attempts to contact the customer have been made, however, these attempts were unsuccessfulShould you have any further questions or concerns, please do not hesitate to contact me.Sincerely,Compliance Department

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 offerSincerely,
North American Power and Gas

Company Response to Rebuttal:Contact was established with *** *** and an amicable resolution reached concerning the adjustments *** *** desired. We regret he was faced with discontent. However, at this time it is our understanding that he is now satisfied and considers the matter resolved. NAPG remains committed to customer service and satisfaction and we hope this response has meaningfully addressed this complaint.Regards,Compliance Department North American Power and Gas

I didn't get any responce from the compeny, as I did get any massegs on my phone that they had called me, its not true
I persnely called the compeny, and they offered me only a portion of one month bill, only if I sign up for moths more, on a rate thats allmost douple then nyseg has now,
when I did had for over months times the rate then nysegthis offer did I think is nothing
and they never contact me!!!!!!!!!!!!!!!!!!!!!!
Complaint:***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The sales associate on the telephone was EXTREMELY RUDE as she hung up the telephone and did not tell me that I would be added to the do not call list, nor did I get a letter in the mail confirming this. The company needs to revise their materials and provide an easy way to be added to the do not call list, i.e. by including a specific email address where people can send a request rather than having to call and spend several minutes on the telephone with themVery deceiving and scammish company!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Again, they will take my business at a higher price. I don't understand it. I'll accept it but it isn't right
Sincerely,
*** ***

Hello, Complaint #*** *** *** It was determined that *** *** was enrolled onto *** *** *** *** program. By doing so, his account was automatically enrolled onto a variable rate product with us. Due to the stipulations of this program a customer cannot take
advantage of any fixed rate plans offered by their respective supplier (***). In order for a customer to qualify for a fixed rate they would first have to contact their utility (***) and request to be removed from the ***, at that point they will be eligible to enroll onto a rate contract. As of 2/16/2018, *** ***’s account has been cancelled and switched back to ***Should you have any further questions or concerns, please do not hesitate to contact us directlySincerely, Compliance DepartmentNorth American Power & 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,
*** ***

Complaint: ***
I am rejecting this response because: This response only acknowledges my bill of 1/23/- 2/24/I am also requesting an adjustment for my previous bill (service from 12/27/- 1/22/14) That bill was charged at and I would like it to be adjusted relative to the current local rate of .07.
Thank you,
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,
*** ***

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,
*** ***

NAPG Response to Customer Rebuttal:
We appreciate *** *** comments and regret he was dissatisfied with our service Rest assured he will receive his $check any day now.
Compliance Department
North American Power and Gas

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