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 claims he was not informed of the pending expiration of
her fixed rate – which caused his account to be charged at the variable rate at
the conclusion of his fixed term.
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. 
Our records indicate the customer was mailed the mentioned renewal letter, 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 an accommodation in the amount of
$291.53. This accommodation was calculated at 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 the customer’s 2/5/2015 - 3/5/2015 billing cycle.
As of 4/6/2015, the customer's account will be cancelled with NAPG and will not incur any further charges beyond this date.
 
Should
you have any further questions or concerns, please do not hesitate to contact
me.
Sincerely,
 
Compliance Department
North American Power and 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. [redacted] was very polite and worked back into my account to resolve the issue. However, there have been problems with mailings to my address. Hopefully, this will be resolved within 1-2 weeks as Josh said reimbursement should arrive. If . Not, call him or [redacted]. This correspondence has renewed my faith in big company policy.Sincerely, [redacted]

We have confirmed that the check was mailed to the address provided but has not been cashed. We have reissued a new check, will resend it to the customer, and truly apologize for the customer's continued inconvenience.

The following correspondence is made in
response to the complaint filed with the Revdex.com against North American Power and
Gas (“NAPG”) by Customer, [redacted]. 
In the complaint, [redacted] states that he never received his renewal letter,
his rate changed without notice and...

he requests a refund.
Regrettably, NAPG is unable to provide [redacted] with record of his renewal notice at this time.  Therefore, as a resolution to his complaint
the company will honor [redacted]’s request for a price adjustment for the
billing periods of June 2014 – October 2014, for the difference in cost compared
to a rate of 0.0749 cents/kWh.  [redacted] will be issued a check in the amount of $393.51 to the billing address
on file.  The company will continue its
attempts to contact [redacted] regarding this matter.
NAPG is committed to customer satisfaction
and hope this response has meaningfully addressed this complaint.
Regards,
Compliance Department
North American Power and Gas

Hello,
Complaint# [redacted] ([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 claims he was not informed of the pending expiration of
her fixed rate – which caused his account to be charged at the variable rate at
the conclusion of his fixed term
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. Our records indicate the customer was mailed the mentioned renewal letter, 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 an accommodation in the amount of
$This accommodation was calculated at 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 the customer's 2/5/- 3/5/billing cycle.As of 4/6/2015, the customer's account will be cancelled with NAPG and will not incur any further charges beyond this date.
Should
you have any further questions or concerns, please do not hesitate to contact
me
Sincerely,
Compliance Department
North American Power and Gas

We're truly sorry that the customer, like many customers of both suppliers and utilities across the region, has experienced higher-than-usual variable rates this winter—unfortunately, wholesale prices for both electricity and natural gas this winter have sky-rocketed as a result of a severe winter energy shortage caused, in large part, by the extraordinary cold weather. We do offer fixed rates that can help insulate customers from these types of market fluctuations, and our variable rate customers can always call us to make this switch.
In the interest of customer satisfaction, we are sending the customer a check in the amount of $177.67, which is the difference between what the customer paid with us for their supply and what they would have paid at the utility's rate-to-compare for the customer's last billing cycle.
We sent an email to the customer outlining these points. We sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact our Account Specialist, [redacted], directly at [redacted] with any additional questions or concerns.

Hello,
([redacted])
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 year, unfortunately, wholesale prices for both electricity
and natural gas have
sky-rocketed as a result of a severe winter energy
shortage caused, in large part, by the extraordinarily cold weather.
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
$289.55, 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 the last two billing cycles
Lastly,
the customer will be refunded the difference at the utility's rate-to-compare
for last billing cycle with NAP
We
encourage the customer to contact me directly at [redacted] with any
additional questions or concerns
-[redacted]
North American Power
[redacted]
T ###-###-####
F ###-###-####

Our records indicate that the customer received a renewal notice at the end of their fixed rate term, offering them the chance to renew onto another fixed rate. Per the terms of the customer's original agreement, their fixed rate contract rolled over to a monthly variable rate that the customer...

could switch from or leave our service at any time, without penalty. Because of the absence of a new fixed rate contract, we're unable to offer our customers another fixed rate unless they contact us to enroll. Additionally, we forecasted a large increase in New England variable rates this winter due to extremely high wholesale market costs that are completely out of our control. We also sent the customer a notice of this forecasted increase before the winter--the customer did not respond to either of these notices. 
 
Despite our findings, and in the interest of customer satisfaction, we're sending this customer a courtesy accommodation in the amount of $120.54 - the difference between their current variable rate and the utility's rate for their last two invoices. We can also confirm that this account is no longer enrolled in our service. 
 
We attempted to contact the customer to discuss the matter, but have been unsuccessful. We hope that they are satisfied with this outcome, and encourage them to contact us with any additional questions or concerns.

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 winter—unfortunately, wholesale prices for both electricity and natural gas this winter have sky-rocketed as a result...

of a severe winter energy shortage caused, in large part, by the extraordinarily cold weather. We do offer fixed rates that can help insulate customers from these types of market fluctuations, and our variable rate customers can always call us to make this switch. 
 
In the interest of customer satisfaction, we are sending the customer a check in the amount of $329.43, which is the difference between what the customer paid with us for their electricity and natural gas supply and what they would have paid at the utility's rate-to-compare for the customer's last billing cycle. 
  
We sent an email to the customer outlining these points. We sincerely hope that the customer is satisfied with this outcome, and we encourage them to contact our Account Specialist, [redacted], directly at [redacted] with any additional questions or concerns.

Complaint: [redacted]
I am rejecting this response because: it is not true that you did not reach me- you did. Your company called and offered the additional Amount of 88.48.  I told you when I received the additional amount in the mail as you claimed you were sending, then I would be happy to close the Revdex.com case. So far I have NOT received the additional check for 88.48.  The fact that you have claimed you cannot reach me is a lie since you did speak to me at length via the telephone and claimed you were sending the 88.48.
[redacted]

Complaint: [redacted]
I am rejecting this response for the time being because they promised to mail  the [redacted] debit card  within in 1-2 weeks.. 
They have always given me a hard time  and until I actually receive the debit card,  I can't be assured that they are actually
going to keep their word.  I will let you  know if and when I receive it.
Sincerely,
[redacted]

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

This North American Power is a joke on one hand North American power tells you that they will notify you prior to the end of your 3 month trial rate. via email, {never did} and when you call tNorth American power to find out why you were not notify,North American power told me they mailed me a letter....so not true, North American power double my rate and I mean double to make up for that big discount they gave me for that 3 month period 0.549 to 0.1199 I also caught the rate hike right away and I still had 2 more months of that higher rate before I could get back to my normal supplier... They got me this time but if they ever promo me again I will know better.....
Money making scheme Nothing more Nothing less....

Complaint: 10252588
I am rejecting this response because we never received this letter.  I feel that they did not send it and this is part of their scam.  They suck you in with a great rate and then they make it up when the rate expires.  And when you call they know they will get another two months out of you.   I will also be filling a complaint with the PA state utility commission.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and accept their resolution of mailing a refund check for $24.76  Below is the recent correspondence I had with NA Power.  If however, I do not receive the refund check in the next 10-14 business days, I will re-file a complaint.
Sincerely,
[redacted]
 
From: Stephan Alexis
Sent: Thursday, September 11, 2014 1:20 PM
To: Ivee ; Customer Care
Subject: RE: Revdex.com complaint
Hello
Ivee,
 
The refund
check should be received within the next 10-14 business
days.
-Stephan
Stephan
Alexis, Regulatory Compliance Analyst
North
American Power
20
Glover Ave, Third Floor, Norwalk, CT, 06850
T
888.313.9086
F
203.286.2064
From: Ivee
[mailto:[email protected]]
Sent: Thursday, September 11, 2014 1:19
PM
To: Customer Care; Stephan Alexis
Subject: Re: Revdex.com
complaint
Attn
Stephan,
I have read your
response via the Revdex.com website on 9/9 stating that you are sending me a check in
the amount of $24.76.  Please advice when this check has been mailed out.  Once
it is received, I will then “accept business response” via Revdex.com to close out the
complaint.
 
Thank
you,
Ivee
Stephens

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,
Thomas [redacted]

Upon receipt of this complaint, we contacted the customer to explain the high variable rates as a result of extremely high winter wholesale electricity costs, note the notice that went out to customers about this issue, and offered a customer accommodation at the utility's rate. We also offered to...

apply a rate of 9.39 for two months. The customer accepted.

black;">Hello, 
Complaint# 10535439
– ([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. 
To
begin, this customer initially enrolled into a 6-month fixed rate that 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. 
As
the customer mentioned, in the spirit of customer
satisfaction a credit accommodation was issued to the customer’s account in the
amount of $303.48 – 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
NAPG’s 12-month $0.0949/kWh fixed rate for the customer’s 12/19/2014 – 1/28/2015
billing cycle. 
Based on the customer’s account details, the mentioned bill credit
was reflected on the customer’s most recent billing invoice. Upon being informed of the bill credit, the customer elected to enroll into the mentioned fixed rate above.
After
further review and consideration, an additional accommodation of $325.91 will
be issued to the customer as a bill credit. This accommodation 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 12-month
$0.0949/kWh fixed rate for the customer’s 1/28/2015 – 2/25/2015 billing cycle. 
Several attempts to contact the customer were made, however, these
attempts were unsuccessful.
 [redacted]
 
Compliance Department
North American Power
[redacted]

Complaint: [redacted]
I am rejecting this response because:North American Power offered me a 7.9 per Kw rate if I would remain as a customer, but refused to honor this rate if I choose to leave.  I do not see the logic in justifying the higher rate for two months before my service can be transferred.  I feel that I am being held hostage and being exploited.
Sincerely,
[redacted]

Dear [redacted]   This is in pursuant of your Revdex.com complaint. Please be advised that our records indicate that your service began with NAP on June 4, 2014 with a 6 month contracted rate at 0.0699/kWh. The effective dates for this plan were from June 4, 2014 through December...

11, 2014.   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 [redacted]. 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 variable. We have credited the account for $240.20. This amount will be issued in the form of a refund check. This check will be sent to the address of [redacted] **  [redacted]  within the next 3-4 weeks.   On January 12, 2015, We received notification from [redacted] that you had changed suppliers with a service end date of February 4, 2015.   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 [redacted]   Sincerely, [redacted] Compliance Department North American Power and Gas     CUSTOMER EXPERIENCE INFORMATION   Customer Information: [redacted] **  [redacted] Daytime Phone: [redacted] E-mail: [redacted]