North American Power

We appreciate *** *** comments
Compliance Department
North American Power and Gas

Complaint: ***
I am rejecting this response because:
The overcharging is for previous billing cycles: december,january and february
They are refunding only february bill
I will like some relief for the other billing cycle
Sincerely,
*** ***

Hello I had filed a complaint against North American Power last month, and the Revdex.com elicited a response from the company. The issue as explained by the company would be resolved and I would receive a credit to my account within days. While awaiting this credit, Revdex.com sent me the following message: This matter is now closed in Revdex.com files, and will appear in the company's Revdex.com Business Review as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." There is no action for you to take at this timeWe will contact you when we next require your input At this time, I have still not received the credit and would like to have this issue re-opened. I will be happy to mark the issue as adequately resolved once my refund check arrives Thank you, *** ***

Hello,
This
is in response to the complaint filed
by *** *** - Complaint #
***
In
reviewing the customers’ enrollment, it was discovered that the rate was
released internally before our Operations team received final confirmation from
the utility that the rate was ready to “go-live”. If the enrollment was
sent to the utility immediately then the customer would have been enrolled on
the incorrect rate Once we became aware of the issue, we reviewed
existing protocols and implemented steps to ensure that our operation team is
the last step in the Company’s rate release protocols The safeguards
implemented will prevent early rate release, and subsequent filing of these
rates on the rate board. The enrollment request for this customer was
submitted on 11/1/15, and it was confirmed that the customer’s supply with NAPG
began on 11/5/2015. Please note the
customer will receive the rate he contracted for and for the exact term he
enrolled on with North American Power
Also,
we had mailed a letter to inform Mr*** that his enrollment would be
delayed, and the reason for the delay
Should
you have any further questions or concerns, please do not hesitate to contact
me directly
Sincerely,
Compliance
Department
North American Power

Hello,
*** *
*** - Complaint # ***
The
following written response is made pursuant to the complaint filed by Customer,
*** * *** against North American Power and Gas, LLC (“NAPG”)In the
complaint, the customer expresses his displeasure regarding his supply charges
To
begin, our records indicate that on 4/27/2013, Mr*** enrolled into NAPG’s
variable rate plan via the web Variable 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
month. However, currently NAPG has fixed rate options being offered to
new and existing customers in the hopes to assist customers with the different
supply price variabilities during the changing of seasons throughout the year
Attached you
will find Exhibit A & B (A) the Welcome Letter &
TOS that were mailed to the customer after enrolling with NAPG (B)
the enrollment signature which was captured at the completion of the customer’s
online enrollment with NAPG
As of
5/4/2015, the customer’s account has been cancelled with NAPG and has not
incurred in further supply charges since this date
We surely
wish there was more we could doIf you should have any additional questions or
concerns, please do not hesitate to contact us directly
Sincerely,
Compliance
Department
North American Power

Here is the email that our Account Specialist has sent the customer after receiving the customer's follow-up:
Hello *** ***,
We at North American Power apologize for the inconvenience
The accommodation check of $was mailed on 8/8/and should be received within the next 7-business days
If you have any questions or concerns, please contact me at ***
-***

Complaint: ***
I am rejecting this response because: I did not receive the reminder letter for renewal nor was receiving bills from ** for a period of months. Naturally, anyone who receives a bill or a letter that advises them of such an increase would have definitely called at least once in that month periodI didn't call because I had no ideaI was not notified by neither company. I don't care who makes the adjustment but this is something that I fell I should have to pay forWhere are the protections for the consumer?!
Sincerely,
*** ***

Company Response to Complaint:
In accordance with the Terms of Service provided to *** *** upon her enrollment in the *** *** ***, the cancellation provisions state: “your cancellation notice must be received five (5) days prior to the scheduled charging of your
credit card in order to avoid future charges. If a cancellation notice is received fewer than five (5) business days prior to such date, your credit card will be charged as scheduled and the cancellation will become effective following such date.”
According to our records *** *** emailed her initial cancellation request to an incorrect email box on 1/20/15. Despite this, her cancellation was processed in the order in which it was received and she was provided with an email confirmation on 1/26/15, within the company’s standard response time.
To add, *** *** recurring charges were routinely drafted on the 22nd of each month. And so, when her cancellation request was received on 1/20/15, within days of her regular scheduled draft and not business days as the policy requires; it resulted in her card being charged as scheduled. Therefore, NAPG acted in accordance with its Terms
Nevertheless, as a courtesy to the customer and to resolve her dispute, NAPG has credited her card in the amount of $20. *** *** was contacted and advised she would see the credit reflected on her account within 3-days
NAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaint
Regards,
Compliance Department
North American Power and Gas

Hello,
This email
is in response to the complaint filed by *** * *** - Complaint #
***
As of
12/10/2015, Mr***’ phone number has been removed from NAPG’s call list
It is important to note, that after a phone number has been placed on the
DNC list, it can take up to hours before this request is updated within our
database
We regret Mr*** had an
adverse experience and hope this response has meaningfully addressed his
complaint. Should you have any further questions or concerns, please
don’t hesitate to contact us directly
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

Hello,
(*** ***)
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{behavior:url(#default#VML);}
We're
truly sorry that the customer, like many customers of both suppliers and
utilities across the region, have experienced higher-than-usual variable rates
this year*** *** enrolled in our guaranteed savings plan which
expired and continued onto a variable rate at the expiration of the
guaranteed savings term
However,
we’re happy to inform you that the customer’s concerns have been addressed, and
an accommodation check in the amount of $will be issued, which is the
difference between what the customer paid with us for their supply and what
they would have paid to the utility at its rate-to-compare for the customer's
past two billing cycles.
Lastly,
the customer will also be re-rated to the utility’s rate-to-compare for their
final month of service with NAP
We
encourage the customer to contact me directly at *** with any
additional questions or concerns.
*** ***, Regulatory Compliance Analyst
North American Power
** *** *** *** *** *** *** ***
* ***
* ***

Hello,Complaint # *** (*** ***)Please note, Ms*** rebuttal response indicates that
she received a call from NAPG regarding her complaint, and her account was cancelledIn addition to this, the ETF which would have been assessed was waived.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department
6/5/
Complaint
This electric provider advertised a fixed rate of cents per kilowatt for monthsI signed up with them in July of In January I received an electric bill that was twice as high as it normally wasWithout any notice, via mail, email, or text, the contract had ended, and this
company bumped my rate up to "their own" non-regulated rate of cents per kilowattThen, in February, they bumped it up even further to cent per kilowattI had $electric bills that I couldn't possible pay...and I'm still payingI spoke to my local electric administrator, ***, and they advised me to contact North American PowerI called North American Power and spoke to "***"She claimed that they had sent out a letter...of course, but I sure never received oneI had been with other companies that had notified me of the contract end date, and listed the potential options....no problemI asked her to credit my account for some of the charges, but she would notThis company has apparently been in "hot water" before over unethical practices like thisI am very upset, that a company would...and could treat people in such a wayIt's unethical and seems unlawful as well!
Desired Resolution
In fairness, I would like this company to credit my last two affected bills, the difference between the contracted "cents per kilowatt" rate and the company's own variable rates of and cents per kilowatt
Consumer Business Dialog

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*** ***
As a courtesy and resolution to this complaint, NAPG will rerate *** *** last bill cycle to the utility's standard offer and issue him a reimbursement for the difference. Contact is being made to advise *** *** of this information. As an alternative he 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

Hello,Complaint # *** (Daniel Siller) - RebuttalWe take Mr*** concerns into great consideration, as of 6/18/2015, the customer's account has been cancelled with NAPG and has not incurred any further supply charges since this date. In the hopes to further accommodate Mr*** the ETF which was assessed for the early cancellation of their fixed term has been waived. Mr*** can disregard any early termination notices he may have received in the past.Also, attached you will find the signed and cashed checks which were issued to the customer on different occasions.We wish there was more we can do. Should you have any further questions or concerns, please do not hesitate to contact us.Sincerely,Compliance Department

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,
*** ***

According to our records,*** *** 6-month fixed rate contract expired. Rather than contacting the company directly to renew his fixed rate plan, he visited an online shopping website *** and attempted to re-enroll as a “new customer”After doing this, the customer
received an auto reply confirming the transaction had been completed. However, these actions resulted in a new enrollment record being submitted to the company which automatically rejected due to duplication, and did not result in the customer being issued a 2nd Initial Contract
We regret the customer did not make contact with the company directly to renew his fixed rate plan and wish there was more that we could do
In addition, pursuant to the Terms of Service provided to the customer upon enrollment and under the section titled Fixed Price Options it states: “If Customer has chosen a Fixed Rate product, Customer Price per kWh is guaranteed not to change during Initial Term. Following the end of the Initial Term, and unless an alternative pricing provision is negotiated between the Parties, the Price for Service shall thereafter be variable month to month Agreement.” Therefore, NAPG fulfilled its contractual obligations to the customer and he was charged accordingly
NAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaint
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,
*** ***

Hello,
Complaint# *** (*** * ***)
We at NAPG
take all customer claims very serious and will diligently investigate the
customer's account to provide a reasonable response according to our reports
However, we
are unable to locate an account for Mr*** using
the customer information
provided
Can you please provide an email address, account number, alternate phone number (associated
with the account) or the account holder's name as shown on the billing invoice?
This additional information will assist us in finding the account in
question
Should you have any further questions or concerns, please do not hesitate to
contact me
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.
According to our records, *** *** renewal letter was sent to him on 10/14/2014, prior to the expiration of his fixed contract and in accordance with Public Utility Commission Rules. Therefore, the company met its contractual obligations to the customer. We regret if *** *** does not recall receiving his letter
Nevertheless, in the spirit of customer satisfaction NAPG made contact with *** *** and issued him a courtesy adjustment for his latest invoice and agreed to do the same for the final one. It is our understanding that this courtesy adjustment met his satisfaction and resolved his dispute
NAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaint
Sincerely,
Compliance Department
North American Power and Gas

Complaint: ***
I am rejecting this response because:
North American Power
and Gas, LLC (NAPG) overcharged $ 2,857.63, using fraudulent business practices
by promising lower rates than other suppliers, than charging more than 200%
above any wholesale price index (at all times; by example $/ Jan 2014),
and above suppliers such as ***, Potomac Edison Electricity, Delmarva
ElectricityNAPG continues its profitable fraudulent business practices by
refunding $(8.77%) and retaining 91.23% of the overchargeClearly, NAPG
is abusing the trust of their customers by charging significantly above fair market
prices, while misrepresenting the savings.
Sincerely,
*** ***

Hello,
This
is in response to the complaint filed by *** *** - Complaint #
***
In
reviewing the customers’ enrollment, it was discovered that the rate was
released internally before our Operations team received final confirmation from
the utility that the rate was ready to “go-live”. If the enrollment was
sent to the utility immediately then the customer would have been enrolled on
the incorrect rate Once we became aware of the issue, we reviewed
existing protocols and implemented steps to ensure that our operation team is
the last step in the Company’s rate release protocols The safeguards
implemented will prevent early rate release, and subsequent filing of these
rates on the rate board. The enrollment request for this customer was
submitted on 11/1/15, and it was confirmed that the customer’s supply with NAPG
began on 11/5/2015. Please note the
customer will receive the rate he contracted for and for the exact term he
enrolled on with North American Power
Also,
we had mailed a letter to inform Mr*** that his enrollment would be
delayed, and the reason for the delay
Should
you have any further questions or concerns, please do not hesitate to contact
me directly
Sincerely,
Compliance
Department
North American Power