North American Power

",sans-serif>Hello,
This email is in response to the
complaint filed by [redacted] - Complaint #[redacted]. 
As Mr. [redacted]
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 rate. This 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 letter. Although Mr. [redacted] is correct regarding the expiration
date (1/22/2016) of his fixed term, should he have contacted us after 1/6/2016
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 account. As
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. [redacted]’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. [redacted] 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. [redacted] 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

Hello,Complaint # *** * *** *** ***We take all customer claims very serious and thoroughly review a complaint in order to best address the questions or concerns a customer might have.? Typically, a customer's dispute can be caused due to an error or misunderstanding of some sortHowever, we are always eager to work together with the consumer in order to fully understand the nature of their grievance, that way their issue is resolved promptly allowing us to provide a great customer experience.? In *** ***'s case, not only was his dispute addressed, he was issued a courtesy accommodation - which by all accounts has been honored.? Attached you will find the following: (1) a copy of the customer's courtesy accommodation check that was mailed and (2) a copy of the customer's tracking receipt for his package containing the mentioned courtesy accommodation check.Should you have any additional questions, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas, LLC?

Hello,
This
is in response to the complaint filed by *** *** ??" Complaint #
***.? Please be advised that ***
*** enrolled into a 6-month 0.0679/kWh
fixed term, which began on January 16, and was supplied for the indicated
term length
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 happens to be the case for *** ***’s
account
As
of 8/12/2015, this customer’s account has been cancelled and will no longer incur
any further charges beyond this dateWe
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
** *** *** *** *** *** *** ***
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Hello,
This email is in response to [redacted] rejection response ??" Complaint # [redacted]On 1/13/and 1/14/2016, we attempted to contact [redacted], but to no avail.? These attempts were being made in order to apologize for the inconvenience she might have experienced and to advise her that; in the spirit of providing customer satisfaction, instead of her receiving a fixed term at a rate of $0.0859/kWh she would instead be supplied a 12-month term at a rate $0.0819/kWh - which should be reflected on her next billing invoice.? Now, with regard to the customer claiming she has not received the $accommodation check that was promised to her.? Our records show that on 12/30/2015, this accommodation was promised to the customer and submitted into our company database for processing.? It is important to mention that the processing and mailing of said accommodation can take up to 14-business days before it is received by the customer.? I hope that this response has meaningfully addressed MsAllen's complaint.? Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance TeamNorth American Power & Gas, LLC

Hello,
[redacted] - Complaint # [redacted]
We
at NAPG take the customer’s claims very serious and have diligently
investigated Ms
[redacted]’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 [redacted] 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
[redacted]
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Hello,
Complaint # [redacted] - [redacted]
We at NAPG take all customers’ claims very serious and have diligently investigated
Ms[redacted] account to provide a reasonable response according to our
records
Based on the customer’s account details, Ms[redacted] was enrolled into a
6-month $0.0799/kWh fixed rateThe mentioned fixed term was supplied to the
customer for the entire length of the contract? At the conclusion of the 6-month term, the
customer’s rate expired and defaulted to the variable rate? 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
Additionally, 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 Exhibit A & B: ? (A) the
welcome letter which was mailed to the customer upon the completion of their
enrollment with NAPG? (B) the renewal notice that was mailed to the
customer prior to the expiration of their fixed term
As of 3/8/2015, the customer’s account has been cancelled with NAPG and has not
incurred in further supply charges beyond this date
We surely wish there was more we could doIf you should have any further
questions or concerns, please do not hesitate to contact us
Sincerely,
Compliance Department
North American Power & Gas?

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Hello,
This
is in response to the complaint filed by [redacted] – Complaint #
[redacted].  Please be advised that [redacted]...

[redacted] enrolled into a 6-month 0.0679/kWh
fixed term, which began on January 16, 2015 and was supplied for the indicated
term length.
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 happens to be the case for [redacted]’s
account.
As
of 8/12/2015, this customer’s account has been cancelled and will no longer incur
any further charges beyond this date. We
surely wish there was more we could do. If you should have any additional
questions or concerns, please do not hesitate to contact us directly.
Sincerely,
Compliance Department
North American Power
[redacted]
T ###-###-####
F ###-###-####

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Hello,
[redacted] - Complaint # [redacted]
We
at NAPG take the customer’s claims very serious and have diligently
investigated Ms....

[redacted]’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 60 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 $50.00 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 [redacted] gift card was activated and used.
In
the interim, in the hopes to provide customer satisfaction; an accommodation in
the amount of $50.00 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 7-10 business days.Should you have any further questions or concerns, please do
not hesitate to contact me directly.
Sincerely,
Compliance Department
North American Power
[redacted]
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Hello,[redacted] – Complaint # [redacted]NAPG takes the satisfaction of both our customers and
our potential customers very seri

Hello,
","sans-serif">
Complaint# [redacted])
NAPG
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 fixed term
Upon
further review of the customer's account, it has been determined the customer
was enrolled into NAPG's 3-month $0.0999/kWh fixed rate
The customer was supplied the mentioned rate for the full length
of their fixed termAs
a standard, NAPG sends the renewal notice to advise customers when their fixed
rate contract is soon 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
In Mr[redacted] case, contact was never made by the customer
to renew or to cancel their account, therefore, the customer's fixed plan
expired and defaulted to the variable rate
Based on the customer account details, the renewal letter was
mailed to the customer prior to the expiration of their 3-month fixed term
Although this customer was charged accordingly, in the
spirit of customer satisfaction an accommodation will be issued to the customer
in the amount of $– which is the difference between what the customer
paid with us for their supply and what they would have paid, if they were
charged at the utility's rate-to-compare for the customer's 1/27/– 2/26/
billing cycle
Should you have any further questions or concerns, please do not
hesitate to contact me
Sincerely,
Compliance Department
North American Power
[redacted]
T [redacted]
F [redacted]

Hello, Complaint # [redacted] Providing customers with a great experience is top priority for us at NAPG.? Therefore, we apologize for any inconvenience or adverse experience [redacted] might have hadAfter reviewing [redacted]’s account records, it was verified that on
8/7/she contacted us with the intentions to cancel her account.? However, the agent who handled the call, in error did not properly process her account’s cancellation.? As a result, her account remained on flow with us.? Therefore, as a means to remedy this issue, the cancellation of her account has been properly processed and a corrective refund totaling $will be issued to her.? [redacted]’s refund was determined by calculating the difference between the rate she was charged with us, and what she would have paid at her Utility’s rate-to-compare on her 9/28/??" 10/30/and 10/30/??" 11/30/bill cycles.? Her refund will be issued in the form of a check and should be received within 14-business days Typically, once the cancellation of an account is initiated it can take up to 1-billing cycles before said account is switched back to the customer’s default supplier serviceTherefore, in [redacted]’s case, she’ll again receive another refund at the difference of her Utility’s rate-to-compare for any additional invoice periods she incurs NAPG supply charges while transitioning back to [redacted]Should you have any further questions or concerns, please do not hesitate to contact us directlySincerely, Compliance Department North American Power & Gas, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me? However, if I continue to receive more calls after the hour period stated in the response I will re-open this complaint and escalate it further to the proper state authorities
Sincerely,
[redacted]

Hello,
[redacted] ??" Complaint # [redacted]
",serif>NAPG takes the
satisfaction of both our customers and our potential customers very seriously,
we apologize for the challenging experience that Mr[redacted] has had
However, Mr[redacted] account has been thoroughly reviewed, and we are happy to report that Mr[redacted] was contacted and this issue has been resolved
Should you have any further questions or concerns, please do not hesitate to
contact us directly
Sincerely,
Compliance Department
North American Power

Hello,
","sans-serif">Complaint# [redacted] ([redacted])
We
at NAPG have diligently reviewed Mr[redacted] account to provide a reasonable
response according to our records
To begin, on 1/21/2015,the customer called
into our customer care department to request the cancellation of his account,
which was processed immediatelyNAPG transmitted this request to the local
utility for processing - as a general procedure, the customer is then advised
that it may take up to 90-days for their supply service to return to the
utility's standard offer service. Our records show after submitting the
cancellation request, the utility responded by providing us with a service end
date of 2/8/– the customer has not incurred any further charges beyond
this dateHowever,
upon further review of this customer's account – it has been determined the
customer's fixed rate term in which they were enrolled prematurely expired and
the customer was not reimbursed for the error.
Therefore,
the customer will receive a refund in the amount of $– which is the
difference between the what the customer paid with us for supply and what they
would have paid if they were charged at the correct fixed rate for the customer's
12/8/– 1/10/and 1/10/– 2/8/billing cycles
Should you have any
further questions or concerns, please do not hesitate to contact me
Sincerely,
Compliance Department
North American Power and Gas

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,
","sans-serif"">
Complaint#
[redacted])
The
following written response is made pursuant to the complaint filed by Customer,
[redacted] against North American Power and Gas, LLC ("NAPG")In the
complaint, the customer claims he was not informed of the pending expiration of
his fixed rate – which caused both his accounts to be subjected to the variable
rate
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 planAdditionally, as stated in the terms, if the customer takes no
action, their account will default back to the standard variable rate plan
According to our records, the customer was
mailed the mentioned renewal notice to both accounts, however, the customer never contacted NAPG to renew or
cancel their account
Although this customer was charged accordingly, in the
spirit of customer satisfaction – the customer will be issued a total
accommodation in the amount of $This accommodation was calculated at the
difference between the variable rate the customer was charged for both his
accounts and what they would have paid if they were charged at the utility's
rate-to-compare for their 1/5/– 2/3/billing cycle (both accounts)
Should you have any further questions or concerns, please do
not hesitate to contact me
Sincerely,
Compliance Department
North American Power and Gas

Hello,
This is in response to the rebuttal
email received from [redacted] - Complaint # [redacted]
We show no records of Ms[redacted]’
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.? [redacted]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
[redacted]
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Hello, This email is being sent in response to the complaint filed by [redacted] ??" Complaint# [redacted] On 3/2/2016, [redacted] spoke with a rate specialist and elected to renew his account onto a 12-month $0.0869/kWh fixed rate.? The call between [redacted] and the agent has been reviewed, and it
was found that, after [redacted] inquired about the commencement date of his new rate agreement; the agent forewarned him that the rate would not be retroactively applied to his accountThis is due in large part because, typically, a rate change request can take up to 1-meter reads (depending on the customer’s utility provider) prior to being reflected on a customer’s account and/or bill statement.? The supplier has no control over the start date of a customer’s rate change request - only their Utility can determine this date, and at that point the Utility will inform us (the supplier) of said date Also, bear in mind, the same day of [redacted]’s choice of a new rate plan.? He was issued a courtesy credit in the amount of $??" for his 2/29/bill period, which was calculated at the difference between his new rate agreement and the rate he was charged when his original fixed rate expired and defaulted to the market rate.? In spite of this, we are grateful to have [redacted] as a loyal customer of ours - therefore, in the hopes to provide the ultimate customer service and satisfaction; an additional courtesy refund will be issued in the amount of $41.89.? The same formula used to calculate [redacted]’s first credit was used to determine his second goodwill accommodation.? However, the difference in this instance is that his 3/30/bill cycle was used.? This accommodation will be issued in the form of a check and should be received within the next 10-business days As for [redacted]’s 12-month $0.0869/kWh fixed contractThis rate plan will appear on his next received invoice statement I hope that this response has meaningfully addressed the customers concerns.? Should you have any further questions, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power & Gas

Hello,[redacted] - Complaint # [redacted] (Follow-up)Attached you will find a copy of both the issued accommodation check and the tracking receipt for the customer's packageShould you have any further questions or concerns, please do not hesitate to contact us directly-Compliance DepartmentNorth American Power & Gas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I will still note though that I have in writing on November 19th an email notifying them of their incorrect addressAlso, I spent many phone calls explaining that too and yet, the check was still mail over a month later to the wrong addressThe amount of time and the shear volume of emails and phone calls and contact with the Revdex.com has been exhaustiveI have finally received the check that I was due months ago and spent well over $of my time trying to retrieveI continue to be disgusted with this company and will cancel as soon as my contract is up and will be sure to notify others of my experienceThank you very much to the Revdex.com for helping me retrieve the money that was due to meHowever, I would greatly appreciate if their Revdex.com rating is downgraded so that other people can be warned.?
Sincerely,
[redacted]