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,
*** ***

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

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
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.
Next,
when a customer requests to cancel their service, NAPG transmits that request to
the utility company electronically and the utility company replies with a
service end date they determine; based on the customers meter read dates. Service flow start and stop dates is a
function solely controlled by the local utility and not NAPG. We regret the customer was displeased with
the switching protocols
At
this time Mr***’s supply service has been cancelled and his service is
scheduled to return to the utility’s standard offer on 1/12/
Currently,
NAPG is 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
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

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

Company Response to Complaint:
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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 her prior to the expiration of her fixed contract and in accordance with Public Utility Commission Rules.
We regret *** *** was dissatisfied and attempts have been made to reach her but to no avail at this time. Further attempts will be made however, alternatively, the customer 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

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
North American is claiming that their variable rate is based on Market conditions This claim is strictly bogus, since they have doubled their market rate since I signed with them years ago and everyone knows that energy costs have gone down dramatically over that periodThey provide no evidence of actual market conditionsIt is strictly a unilateral rate they make up to gouge customers claiming a change in market conditionsThey have already been sued for this practice in several states In addition, they claimed to have made several unsuccessful attempts to contact me This is an absolutely lie, since I've received no correspondence, no phone messages (I have an answering machine backed up by Verizon voicemail)and no text messagesIn fact, when I tried to reach them, no one answers a callI finally spent over an hour on hold before any customer service rep picked up This company is becoming well known for its fraudulent practices and the Revdex.com should do its best to keep the public informed

Hello,
*** *** - Complaint # ***
We
at NAPG take the customer’s claims very serious and have diligently
investigated Ms
***’s account to provide a reasonable response according
to our reports
Please note that within the terms of service, it indicates
that the customer must email or mail the request form and a copy of their first
month’s bill for the applicable account showing North American Power and Gas,
LLC as the supplier within days of the date of the customer’s first bill
(the “Expiration Date”)
Based
on the customer’s account details, we do show that a $welcome bonus was
mailed to the customer, however, we are awaiting confirmation from our
promotions department to verify if the welcome bonus which was mailed to the
customer in the form of a *** gift card was activated and used
In
the interim, in the hopes to provide customer satisfaction; an accommodation in
the amount of $will be issued to the customer as a substitute for the
alleged welcome bonus that has not yet been received. This accommodation
will be mailed to the customer in the form of a check and should be received
within the next 7-business days.Should you have any further questions or concerns, please do
not hesitate to contact me directly
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

I apologize for the delay of the response to the complaint below In the spirit of customer satisfaction, an accommodation in the amount of $will be issued to the customerThis accommodation will be issued to the customer in the form of a check and should be received within the next
10-business days As of 2/15/2015, the customer’s account has been cancelled with NAPG and has not incurred any further charges beyond this date NAP 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 account Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power and Gas

Hello,The email is in response to the complaint filed by *** *** *** * ***6.Upon concluding our investigation, we found that *** *** was reissued a replacement E-gift card voucher which was sent to his "J***" email addressIn addition to this, the vendor
whom handles the fulfillment of these vouchers has indicated that the newly reissued E-gift card has been redeemed by the customer.Should the customer have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas

Company Response to Complaint:We regret Ms*** was dissatisfied with our service. In accordance with the Terms of Service provided to the customer upon enrollment, customer cancellations are processed in accordance with their utility's switching practices and service end dates are
not determined by NAPG.As a courtesy and resolution to this complaint, NAPG will rerate Ms*** last bill cycle to the utility's standard offer and issue her an adjustment of $66.96. The refund will be sent in the form of a check within the next weeks. Contact is being made to advise Ms*** of this information. We hope this response has meaningfully addressed this complaint. Regards,Compliance DepartmentNorth American Power and Gas

Hello, Complaint # *** * *** *** The satisfaction of our customers whether current, potential or former means a great deal to us here at NAPGTherefore, we do our best in order to amicably address a customer’s concerns or grievancesAfter a thorough review of our email inbox history and
*** *** account, the referenced cancellation email in question was retrievedHowever, due to a clerical error, the drop request for *** *** account was not properly processed Therefore, as a means to rectify this issue *** *** will be issued a refund in the amount of $This refund was calculated by, determining the difference between the variable rate he was charged and what he would have paid at his Utility’s price-to-compare on his 11/15/2016, 12/15/and 1/17/billing cycles*** *** refund will be issued in the form of a check and should be received within the next 10-business daysWe truly apologize for any inconvenience or frustration MrWhite might have experiencedHowever, we hope that this response has meaningfully addressed all of his concernsAs always, should you have any further questions please feel for to contact us directlySincerely, Compliance Department *** *** *** * *** ***

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 * ** *** *** * *** ** ***
*** *** *** *** * *** *** *** ***

Several attempts have been made to contact *** *** to discuss her concerns, however to no avail. Therefore several messages were left in reference to this matterIn light of this and to avoid any further inconvenience to the customer, NAPG will issue *** *** a reimbursement by check in the amount of $17.43. We regret she was dissatisfied with our service and hope this response has meaningfully addressed her 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 meI am awaiting the check to arrive
Sincerely,
*** ***

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 yearNAP typically sends renewal notices to let customers know when their
fixed rate contracts are expiring, and that they should contact us to renew on
another fixed rate plan. Also included in the notice, we inform the
customer that if they take no action their account will continue on a variable
rate plan. It appears The customer enrolled into the 3-month $0.0599/kWh
fixed rate, but towards the end of the term, the customer attempted to renew by
re-enrolling her account again online, which rejected the entry, because her
account was already active with NAP, and ultimately, never renewed into the new
fixed 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
$105.46, 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 their last two billing cycles.
We
encourage the customer to contact me directly at *** with any
additional questions or concerns.
*** ***, Regulatory Compliance Analyst
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,
*** *** ***

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,
*** ***

Their attempt to explain charges by market condition factors is ridiculous Let them support how these rates are arrived at All one has to do is look at the rates North American Power has advertised over the past years and you will see that those rates have come down, not more than doubled Their practices are fraudulent and they have had multiple class action suits against them in various states, and I plan on pursuing doing the same in NJ For the Revdex.com to not have references to these lawsuits is a failure on its part to properly present to the public this companies business practices
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Hello,
This email is in response to the
complaint filed by *** *** - Complaint #***.
As Mr***
has indicated in his complaint summary.
He was once enrolled onto a fixed rate which was supplied to its
entirety, but later expired and defaulted to the market rateThis is due in large part, because the
customer took no action to renew his fixed plan prior to the rate change cutoff
date (1/6/2016) specified in his renewal letterAlthough Mr*** is correct regarding the expiration
date (1/22/2016) of his fixed term, should he have contacted us after 1/6/
or on the term expiration date his rate change request would not have processed
in time for the his Utility to accept and apply the new rate to his accountAs
a means to warn customers of this caveat, and in the hopes to assist customers
in the avoidance of the variable rate, a renewal notice is mailed that shows the
deadline date to contact us to ensure that one’s newly chosen rate is applied seamlessly
at the conclusion of the initial fixed rate term
As of 2/19/2016,
Mr***’s account has been cancelled and will not incur in further supply
charges from NAPG beyond this date.
Though this might be the case, in the spirit of providing customer satisfaction
- we would gladly offer Mr*** an accommodation at the difference between the
variable rate he was charged for his final month and the current fixed rate
being offered to former or existing customers of NAPG, should Mr*** decide
to re-enroll with us
Attached you
will find the renewal notice that provides the specified dates in which the
customer should have contacted us by phone or logging onto their online account
to make the appropriate rate changes
Should you have any further
question or concerns, please do not hesitate to contact me directly
Sincerely,
Compliance Department
North American Power & Gas