North American Power

Hello,
This email is in response to the complaint filed by ***
*** - Complaint # ***
According to
our records, Mr*** enrolled with NAPG on 3/19/2014, onto a 6-month
$0.0799/kWh fixed term - which was supplied to the customer for the
indicated term length. As a standard, NAPG sends renewal notices to
advise customers when their fixed rate contract is soon to expire and encourage
them to contact us to renew their rate plan; in the hopes to insulate them from
the volatile variable marketAdditionally, as stated in the terms, if the
customer takes no action, their account will default back to the standard
variable rate plan
Mr
***’s account has been cancelled and slated with a service end date of
1/7/2016. No further supply charges will
be incurred beyond the mentioned service end date
Should you
have any further questions or concerns, please do not hesitate to contact us
directly
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
* ***
* ***
*** *** ***

We are kindly asking that North American Electric and Gas adjust our bills (Dec Jan and Feb 2016) to match industry standard kw/hr rates and not the double rates they have billed for
Please see attached supporting documents thank you and I await the merchants response Also I want to make sure merchant does not file this with credit companies as it is pending determinationThanks again

Hello,
*** *** - Complaint # *** As
of today (1/28/2016), Ms*** 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 Ms***
had an adverse experience and hope this response has meaningfully addressed her complaint. Should you have any further questions or concerns, please
don’t hesitate to contact me directly.Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

*** *** - Complaint # *** (Rebuttal)
Attached you will find a copy of the customer's refund check and tracking receipt for their shipmentThank you,
Compliance Department

Complaint: ***
I am rejecting this response because:I am very easy to contactMy phone number is ###-###-#### And actually, a woman named Teresa from NAPower who I had been emailing with for the past couple months contacted me by telephone on January 5th to follow up on yet another email I had sent the company regarding this issue days earlierShe talked over me on the phone and would not let me get a word in edgewise and she also told me that a check had been mailed to me on December 23rdThis is despite the fact that I have an email from Teresa dated December 4th saying the check had been mailed then and that I should get it in a couple of daysAnd despite all the previous correspondence I have promising the same thingSo I absolutely do not accept yet another "check is in the mail" response from a nameless Compliance person who responded to my Revdex.com formBecause if it was in the mail I certainly would have received it by nowI check my mail every single day and have not had any issues with my mail in the pastMy address is: * *** *** *** ** ***And, coincidentally, I have not had a problem receiving a single North American Power electric bill in the mail since I first signed up with them several months agoYet this check remains elusive. I still maintain that in order to resolve this issue that I be mailed a $check in a traceable envelope like *** and be given the tracking numberI continue to be greatly disappointed with this company and plan to contact my local news station for assistance if this going down this avenue with the Revdex.com still continues to get me the same thing - NOTHINGI have multiple emails and phone records to prove that I've tried to resolve this issue over a DOZEN times with NO SUCCESS.
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 meSincerely, *** ***

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

Light",sans-serif>Hello,
This is in response to the complaint filed by *** *** -
Complaint # ***
We at NAPG
take the customer’s claims very serious and have reviewed Ms***’s account to provide a
reasonable response according to our reports
Based on our findings, we show that the promised accommodation check
in the amount of $was mailed out Ms*** on Wednesday, December 23, 2015. The USPS was the method used to ship said check
to Ms*** who happens to be a resident of ConnecticutTypically, the estimated time of arrival for
an item mailed to an in-state resident is approximately 2-business days
Therefore, Ms*** should
have already received her package.
However, since I am unable to verify with USPS if her letter was
received, I attempted to contact her in order to confirm if she had received
her accommodation check. Regrettably, my
efforts were unsuccessful and I was unable to reach Ms***
In the interim, while attempts are still being made to reach the
customer. I have sent a request to our
accounting department to verify if Ms***’s
has signed and cashed the check that was issued to her. Once I have received news that the check was cashed
or even if it has not been , your agency will be immediately provided with an
update
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
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

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, *** *** expresses rate
dissatisfaction and requests a
refund
According
to our records, *** *** contacted the company on 10/28/to discuss her
dispute and her issue was resolved*** *** will be receiving a reimbursement in the amount of $370.57, which will be
issued to the customer at the billing address on file
NAPG
is committed to customer satisfaction and hope this response has meaningfully
addressed this complaint
Regards,
Compliance
Department
North
American Power and Gas

Hello,
(*** ***)
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 yearUnfortunately, the customer’s fixed rate expired and defaulted to
the variable
rate
However,
we’re happy to inform you that the customer’s concerns have been addressed, and
an accommodation check in the amount of $51.13, 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 last billing cycle.
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** *** *** *** *** *** *** ***
* ***
* ***

I accept the offer for the last two billing cycles but what about the next three billing cycles since they will not cancel our service for monthswe have asked to have the account cancelled Immediately* *** ***

Complaint: ***
I am rejecting this response because: I was told on August 7th by the representative that I would be charged until the billing cycle ended on August 27th and I would be able to switch back over after thatI was never told at any time it would take to billing CyclesI recently was told that again by the representative who was resolving my issue that I would be refunded the difference back starting the billing cycle August 28thAt no time again was I told it would take one to two billing cycles and that it would not affect me until the end of SeptemberTherefore my expectation is that I would be refunded the difference from the August 28th start that billing cycle
Sincerely,
*** ***

The company has made attempts to reach *** *** to discuss her concerns but to no avail at this time. After a thorough review of
her account it was determined that NAPG would issue *** *** a reimbursement check for $to settle her dispute. NAPG takes *** ***'s claims very seriously, upholds its business practices and refutes the unethical claims made by the customer We regret any inconvenience she may have experienced and further attempts will be made to contact her. We look forward to resolving this matter amicably Please accept our apology for the delay in this response however we ask that you update your records accordingly Regards, *** *** Compliance Manager North American Power & Gas | ** *** *** * *** ** *** tel: *** *** *** | fax:

We respect *** ***'s position on the matter and encourage him to contact our escalations hotline at *** ext*** to further discuss his concerns. We regret he was dissatisfied with our service and wish there was more that we could do.Sincerely,Compliance DepartmentNorth American Power and Gas

The company has made attempts to reach Ms*** to discuss her concerns but to no avail at this time. After a thorough review of her account it was determined that NAPG would issue Ms*** an adjustment for
her final bill cycle in which she disputes. As a result she will receive a reimbursement check for $to settle her claims. Additionally, her service was previously cancelled and returned to the utility's standard offer on 1/9/and she did not incur any early termination fees We regret any inconvenience she may have experienced and further attempts will be made to contact her. We look forward to resolving this matter amicably Please accept our apology for the delay in this response however we ask that you update your records accordingly Regards, *** *** Compliance Manager North American Power & Gas * ** *** *** * *** ** ***
*** *** *** *** * *** *** *** ***

Company Response to Complaint:In response to *** *** complaint he was contacted by an NAPG customer service agent to discuss and resolve his concerns. After some discussion and an apology for any inconvenience *** *** may have experienced, NAPG waived the customer's early termination fee
per his request. In addition, NAPG is currently reviewing how *** *** call was handled to determine whether any coaching or retraining opportunities exist.Nevertheless, it is our understanding that *** *** was satisfied with the resolution and considers this matter resolved. We hope this response has meaningfully addressed this complaint.Sincerely,Compliance DepartmentNorth American Power and Gas

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,
*** ***

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*** expresses dissatisfaction with the variable rate
charged following the expiration of his fixed contract and states he requested a
phone call before the contract ended
To
start, it is NAPG’s standard practice to notify its customers of their renewal
options (by mail) 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. That said, if the customer wishes to cancel
their service, they can do so at any time, in accordance with the Terms of
Service provided at that time of enrollment.
This was the case with Mr***
At
this time Mr***’s supply service has been cancelled and his service returned
to the utility’s standard offer on 12/16/
NAPG
is currently making attempts to contact Mr*** to further discuss his
concerns. He should expect a call from an
NAPG customer service agent at any time prior to Friday, 1/9/ We look forward to resolving this matter amicably
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,
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