North American Power

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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 supplier. This request was processed and their utility
provider were made aware of the customer’s intentions to transition back them. Again, 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 1-2 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]
T ###-###-####
F ###-###-####

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Light",sans-serif;mso-ascii-theme-font:
major-latin;mso-fareast-font-family:"Times New Roman";mso-hansi-theme-font:
major-latin">Hello,
This is in response to the complaint filed by [redacted] -
Complaint # [redacted].
We at NAPG
take the customer’s claims very serious and have reviewed Ms. [redacted]’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 $50.00 was mailed out Ms. [redacted] on Wednesday, December 23, 2015.  The USPS was the method used to ship said check
to Ms. [redacted] who happens to be a resident of Connecticut. Typically, the estimated time of arrival for
an item mailed to an in-state resident is approximately 2-3 business days.
Therefore, Ms. [redacted] 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. [redacted].
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. [redacted]’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 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 ###-###-####

",sans-serif">Hello,This email is in response to the complaint
filed by [redacted] – [redacted]
According
to our records, Mr[redacted]
enrolled with NAPG on 2/11/2014, onto a 6-month $0.0649/kWh fixed rate plan.
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 Exhibits A & B:
(A) the welcome letter and TOS that were mailed to the customer (B)
the renewal notice which was mailed to the customer prior to the expiration of
his fixed term
As of 7/2/2015, the customer's account has been
cancelled with NAPG and has not incurred any further charges beyond this
date.
Should you have any further questions or
concerns, please do not hesitate to contact me directly
Sincerely,
Compliance Department
North American Power & Gas

",sans-serif">Hello,
This is in
response to the complaint filed by [redacted] Complaint # [redacted]
The
enrollment for this customer has been delayedThe reason for the delay is
because the rate that the customer signed up for was offered before the rate
code was accepted by the utilityIf the enrollment was sent to the utility
immediately then the customer would be enrolled on the incorrect rateTo avoid
that North American Power had to make the decision to hold the enrollment until
we receive confirmation from the utility that the rate has been made effective
on their endWe expect the enrollment requests to be submitted by 11/1/The
customer is going to receive the rate he contracted for and for the exact term
he enrolled on with North American PowerWhen we became aware of the issue we
made attempts to contact the customer via phone and letter to let them know the
enrollment was going to be delayed, and the reason for the delayAttached you
will find a copy of the letter that was mailed to the customer
Should you
have any further questions or concerns, please do not hesitate to contact me
directly
Sincerely,
Compliance Department
North American Power
[redacted]
T ###-###-####
F ###-###-####

Hello,
This
is in response to the complaint filed
by [redacted] - Complaint #
[redacted]
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[redacted] 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

Complaint: [redacted]
I am rejecting this response because:We should have been made aware of the fact that the termination would take place immediately, and not Jan as we had requestedVery poor customer serviceVery bad business practice to not take responsibility for your fault.?
Sincerely,
[redacted]

To
whom it may concern,
Complaint# [redacted] ([redacted])
">Please be advised that North American
Power & Gas is required to file rates with each utility setting the prices
to be charged to each customerDifferent costs go into the service of
customers for each area, causing the prices to vary between utilitiesUnless a
specific rate is already registered with the utility, North American Power
cannot grant that rate to the customers that are requesting them.
Unfortunately,
some utility territories cross zip code areas and, as a result, marketing
efforts to new and former customers in a specific zip code sometimes reach
customers that are served by a different utility—as is the case for [redacted]
customers receiving marketing materials for [redacted] customersThese
marketing materials, however, clearly indicate that it was an offer for
[redacted] customers.
We apologize for any inconvenience that this may have
caused. We would like the opportunity to
obtain [redacted]'s business and look
forward to providing the electric supplyIf you have any other questions, you
may contact us at ###-###-####, Monday through Friday between the hours of 8:
AM – 6:PM EST
Sincerely,
Compliance Department

Hello,
This is in
response to the complaint filed by [redacted] Complaint # [redacted]
The
enrollment for this customer
has been delayedThe reason for the delay is
because the rate that the customer signed up for was offered before the rate
code was accepted by the utilityIf the enrollment was sent to the utility
immediately then the customer would be enrolled on the incorrect rateTo avoid
that North American Power had to make the decision to hold the enrollment until
we receive confirmation from the utility that the rate has been made effective
on their endWe expect the enrollment requests to be submitted by 11/1/The
customer is going to receive the rate he contracted for and for the exact term
he enrolled on with North American PowerWhen we became aware of the issue we
made attempts to contact the customer via phone and letter to let them know the
enrollment was going to be delayed, and the reason for the delayAttached you
will find a copy of the letter that was mailed to the customer
Should you
have any further questions or concerns, please do not hesitate to contact me
directly
Sincerely,Compliance Department
North American Power
[redacted]
T ###-###-####
F ###-###-####

Hello,
[redacted] - Complaint # [redacted]? As
of today (1/28/2016), Ms[redacted] 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[redacted]
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

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

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
Sincerely,
[redacted]

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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]
T ###-###-####
F ###-###-####

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
Sincerely,
[redacted]

","sans-serif"Times New Roman">Hello,
Complaint# [redacted])
To begin,
Mr[redacted] account was enrolled into NAPG's variable rate planVariable
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
Although
this customer has been properly charged; in the spirit of customer satisfaction,
an accommodation in the amount of $will be issued to the customer – which will
be mailed to the customer in the form of a check for any inconvenience they
might have experienced
As of 4/24/2015,
Mr[redacted] account has been cancelled with NAPG and has not incurred any
further charges since this date
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]

","sans-serif">Hello,
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]

","sans-serif"Times New Roman">Hello,
Complaint# [redacted] ([redacted])To begin,
Mr[redacted] account was enrolled into NAPG's variable rate planVariable
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
Although
this customer has been properly charged; in the spirit of customer satisfaction,
an accommodation in the amount of $will be issued to the customer – which will
be mailed to the customer in the form of a check for any inconvenience they
might have experienced
As of 4/24/2015,
Mr[redacted] account has been cancelled with NAPG and has not incurred any
further charges since this date
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,
","sans-serif">([redacted])
We
at NAPG take all customers' claims very serious and have diligently
investigated [redacted] account to provide
a reasonable response according to our records.
Upon further review, [redacted] was enrolled into a 6-month fixed
rate planHowever, due to an administrative oversight - which caused a renewal letter not
to be generated in the appropriate time to inform her of the pending expiration
of her fixed rate term
To rectify the
situation, on 1/8/2015, a corrective refund in the amount of $was issued
to the customer for the inconvenienceThe refund was calculated at 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
their 10/29/– 11/26/and 11/26/– 12/30/billing cycles
This
accommodation will be issued in the form of a check and should be received
within the next 10-business days.Contact has been made with the customer and they are fully aware
of the accommodations mentioned above
Should you have further questions or concerns, please do not
hesitate to contact me directly
Sincerely,Compliance Department
North American Power
[redacted]

",sans-serif">Hello,
This
is in response to the complaint filed by [redacted] – Complaint #
[redacted]. Please be advised that [redacted] 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 [redacted]'s
accountAs
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 doIf you should have any additional
questions or concerns, please do not hesitate to contact us directlySincerely,
Compliance Department
North American Power
[redacted]
T ###-###-####
F ###-###-####

Hello,
">This email is in response to the complaint filed by [redacted] [redacted]
We at NAPG take the
customer's claims very serious and are thoroughly reviewing MsAllen's account
to provide a reasonable response according to our reports. However, our investigation into this
complaint has not concluded. Therefore,
we are kindly requesting a 5-day extension in order to provide a full response
based on our findings
We truly appreciate your patience and assistance with
this request
If you should have any questions or
concerns, please do not hesitate to contact us directly
Sincerely,
Compliance
Department
North American Power

">Hello,
Complaint# [redacted] – [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 expresses displeasure with
both his gas and electric supplier rates and charges
To begin, the customer's gas account has been
charged at a variable rate since the inception of the accountHowever, the
customer's electric account has been enrolled into different fixed terms with
NAPG, which were all supplied to the length of the term - the most recent being
a 6-month $0.0939/kWh fixed rate
Our
records indicate that the most recent the electric fixed rate expired and defaulted to a variable rate planAs 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.
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 electric supply and what they would have paid, if they
were charged at the utility's rate-to-compare for the customer's 1/8/– 2/5/
and 2/6/– 3/9/billing cycles
As of 4/7/2015, the customer's electric account will be cancelled
with NAPG and will not incur any further charges beyond this dateAlso, to
further accommodate the customer – for his final month of service with NAPG he
will be re-rated to the utility's rate-to-compareWe ask the customer contact
our customer care department once he has received his March-April billing cycle
to be issued said accommodation
Mr[redacted] gas account has a service end date of 5/29/2015, but
will be charged at NAPG's 8-month $0.6590/Therms fixed rate for the final months
of service
Should you have any further questions or concerns, please do not
hesitate to contact me
Sincerely,
Compliance Department
North American Power