North American Power

From: *** *** [mailto:***] Sent: Saturday, April 11, 11:AM To: *** Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #*** I received a check for $ Thank you

To whom it may concern, When I spoke to salesperson, he specifically stated that rate would be what he said on contractMy problem is that not only was I lied to about saving money on my bill..but I was not told that I had to pay your fee on top of PSE&gso with that said I have been paying your fee and theirsWithout knowledge How can you tell me your priority is customer service when your employees don't even know who the president or founder isThey do not even know whom to report toWhen I made the call to your company North American Power I wad told they would investigate..as they finished their investigation they still need to contact me on the resultI called again and the result was there was nothing they can doWith that said I only had asked for a refund of the last bills, but with no response from your company on this matter now I'm filing from the beginning of my contract with youwith a total of more than $All I'm asking is for what I paid and what is owed to me.TThank you,*** ** ***
Complaint: ***
I am rejecting this response because:
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 ONLY with the caveat that they actually do send me a check in the amount promised of $100.00. The are not giving me anything extra as this was the amount promised in November, $for gas and $for electric. This has been continually promised to me for the past months in an effort to shut me up and make me go awayI will not go away and if this money is not received in a timely manner, days from the date of your notice, I shall be revisiting this complaint with you. Let's keep this complaint open, shall we, until this is resolved to my satisfaction and they keep their word.
Sincerely,
***
*** ***r

The absolute worst experience ever My rates tripled the very second my six months was up Although I called many times, I was not allowed to speak to anyone higher in the pecking order than a customer service repIt was the most outrageous situation I ever encounteredThey would not even mail me a copy of my agreement I live in a household of two peopleWe paid almost two thousand dollars in electric for three months! Absolute scam

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 PLEASE NOTE, THAT THOUGH THEY DID REFUND MY ACCOUNT, I HAD SENT MY ORIGINAL MESSAGE TO THEM ON 1/16/15, AS MY COMPLAINT STATES PLEASE FURTHER NOTE THAT NO ONE FROM THEIR COMPANY HAS EVER CONTACTED ME VIA EMAIL, PHONE, OR MAIL, AND THEIR RESPONSE WITH REGARD TO THIS ISSUE IS COMPLETELY UNTRUE While I appreciate this matter being resolved, the complaints in my original statement to your bureau are in fact true, accurate, and I wish for them to remain on record Thank you for all of your assistance in getting this resolved, as I do not feel there may have been a resolution, without your assistance Have a wonderful weekend!Sincerely, *** ***

Company Response to Complaint:
NAPG contacted *** *** to discuss her complaint and advised her that she initially enrolled in a variable rate plan; since that was the only plan offered at the time of the customer's enrollment back in 2010.
She was then provided with some insight on the nature of a variable rate plan and explained that NAPG now has fixed rate offers. Moreover, NAPG acknowledged her previous issue concerning her fixed rate election not taking effect and clarified that the issue had already been resolved. Nevertheless, in the interest of customer satisfaction and to resolve her complaint, NAPG offered to adjust *** *** charges on her Dec- Janbill cycle to that of the utility's standard offer, which would yield her a reimbursement of $246.05. She was pleased with this outcome and considers the matter resolvedNAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaintSincerely,
Compliance Department
North American Power and Gas

Upon receipt of this complaint, our Account Specialist sent the following message to the customer:
Hello Mr& Mrs***,
We at North American Power apologize for the frustration and
inconvenience
The account that was enrolled has been cancelled and has a service end date of 4/9/
I’ve added both your phone number and mailing addresses to the Do Not Call and Do Not Mail list
For the inconvenience a courtesy refund in the amount of $will be issued
As always, you’re more than welcome to contact me at *** to discuss any questions or concerns
Thank you,

Upon receipt of this message, we sent the following email to the customer:
Hello Mr& Mrs***
We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below an additional accommodation will be madeBelow you will find a summary of the accommodation issued:
(electric)
- $ 32.80 12/20-1/
- $ 23.21 11/19-12/
- Difference at the utility’s rate to compare
Total electric refund: $
(gas)
- $103.47 12/20-1/
- $13.47 11/19-12/
- Difference at the utility’s rate to compare
Total gas refund: $
Total refund (both accounts): $
The accommodation will be issued to you in the form of a check and should be received within business days
Please contact me at *** for any questions or concerns
Thank you,

Hello,
*** *** - Complaint #
*** (Rebuttal)
We at NAPG
take the customer’s claims very serious and have again diligently reviewed Ms***’s
account to provide a reasonable response according to our reports
Please note that within the Terms
of Service and the renewal notices that are mailed to all customers prior to
the expiration of their fixed rate; if the customer takes no action and/or opts
not to renew, their account will automatically default to a variable rate plan
- which happens to be the case for Ms***.
Although due to these circumstances, a refund cannot be issued to Ms
***, in the hopes to still provide customer satisfaction; an accommodation
at the difference between our (current non-new customer) fixed rate and the market rate Ms*** was charged on
her final billing period (1/19/- 2/18/2016) would be issued should she decide
to re-enroll back with us
If you should have any
additional questions or concerns, please do not hesitate to contact us
directly
Sincerely,
Compliance Department
North American Power

***
I am rejecting this response because:
Sincerely,
*** ***
North American Power gave me a new contract and was suppose to send a check for $, no check has arrived to date, that was days ago

Upon receipt of this complaint, we contacted Mr*** via email to apologize for the inconvenience regarding the welcome bonusA $check is being sent to the customer, which should be received within the next business days
The customer enrolled into
our variable rate plan, in which the rates can fluctuate with the market on a monthly basisIn the interest of customer satisfaction, we're applying a rate of $0.0549/kWh for the next three billing cyclesIf the customer no longer wishes to remain on our variable rate plan, we encourage him to contact us to hear more about our alternative plansWe ask the customer to note that the rate that will be applied for the next three months is complimentary, and is not a market-based priceThe customer will return to our monthly market-based variable rate if he does not contact us to change his plan.
We hope that the customer is satisfied with this outcome, and we encourage him to contact our Account Specialist, *** ** *** with any additional questions or concerns

***Here is our Account Specialist's summary of the resolution with the customer:
I was able to contact the customer regarding the complaintWe discussed the complaint briefly, I apologized for the inconvenience they experienced and I informed them that
after a review we have decided to provide a courtesy accommodation of $that they should receive within weeks at the verified addressThe customer was very happy with this resolution

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,
*** ***

Here is a summary of our resolution with the customer, per our Account Specialist that spoke with him:
I called out to Mr*** about recent complaintI apologized for the inconvenience about the services he receivedI explained that a
*** *** did enroll account into variable rateCustomer does not believe thisI stated that I can have this recording played for himHe said ok but is going on vacation and will be back on the 28th of march and prefers to be call back thenHe inquired about high bill explained the difference and advised of courtesy accommodation of $diff btw utility RTC for cycle 2/15-3/Customer was satisfied but would still like to listen to recording

To whom It may concern,Until I receive and cash the $check that they claim to be sending me, nothing is resolvedThese people are the absolute, most arrogant, unresponsive, inept and uncaring that I have ever met in the business worldTo put it bluntly they suck!***

Complaint: ***
I am rejecting this response because:I did not receive the mail as the business attached in this complaint; When I first registered into the contract, the customer service misled me on the contract "fix rate" will be auto-renewed. The overcharge is almost double of market rate(my local electric delivery agent sale), also much more than any rate North American Power commercial online now and/or anytime during my contract.At last, I left phone number to the business to allow them contact me any change occurred under my account, especially for contract price change in double!In conclusion, the business is more like a SCAM service, which design to over-charge customer without proper/sufficient notification!
Sincerely,
*** ***

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 9/5/2014, prior to the expiration of his fixed contract and in accordance with *** Rules. Therefore, the company
met its contractual obligations to the customer. We regret if *** *** did not receive his
letter and apologize if he had an adverse experience
And so, he is encouraged to contact NAPG’s escalation hotline at
*** ext*** to speak directly with an escalations agent if he wishes
to further discuss this matter. We look
forward to an amicable resolution to his concerns
Sincerely,
Compliance Department
North American Power and Gas

Here is an update from our Account Specialist:
I left *** *** a message letting him know that we will take care of the next bill cycle of service down to his utility rateI advised him to call me as soon as he gets the billI left
my contact info for him

Dear *** *** This is in pursuant of your Revdex.com complaintPlease be advised that our records indicate that your service began with NAP on June 4, with a month contracted rate at 0.0699/kWhThe effective dates for this plan were from June 4, through December 11,
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, your renewal letter was sent on November 10, 2014, prior to the expiration of your fixed contract. Our records indicate that the letter was sent to the address of *** **, *** ** ***This appears to be differ than that listed in the complaint. With that being said, you very well may have not received the mailings We have adjusted the account to reflect the expired fixed rate instead of being what you were billed on the variableWe have credited the account for $This amount will be issued in the form of a refund checkThis check will be sent to the address of *** *** *** *** * ** *** within the next 3-weeks On January 12, 2015, We received notification from *** *** *** that you had changed suppliers with a service end date of February 4, We apologize for any inconvenience that this may have caused you. We hope this response has meaningfully addressed this complaint. Should you have any further questions or concerns, please don't hesitate to contact us at *** * Sincerely, *** ** Compliance Department North American Power and Gas CUSTOMER EXPERIENCE INFORMATION Customer Information: *** *** *** *** *** *** *** * ** *** Daytime Phone: *** E-mail: ***
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If I received a letter from north American power I don't recall seeing it I think they are lying, however I will always encourage anyone I know to stay away from these criminals!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***