North American Power

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 $76.85, which is the approximate difference between what the customer paid
with us for their gas and electricity 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.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is plausible, but not supported by our phone records. I do not know what phone number they called, but it was not our number [redacted] or my cell phone # [redacted]: both phones have answering service and no messages were left. Each phone also has call history and there were no phone calls from North American Power. We received correspondence from North American Power today along with a refund from the company in the amount of $162.63. The letter states:
 
 "We take the satisfaction of both our customers and our potential customers very seriously and we deeply regret that you did not enjoy your experience with North American Power.
 
Please accept this refund as a token of our sincerest apologies for your inconvenience.
 
We work tirelessly to find ways to improve our service and our business. If you would like to share more of your thoughts or have further questions, please feel free to call us at [redacted] or email us at i[redacted]
 
Thank you,
 
[redacted], Customer Service Supervisor
 
I am forwarding this to the company. I unfortunately am forced to be a customer for electricity for one month and gas supply for two months with the NAP. I am hoping the rates charged during this period will be fair and not marked-up at exorbitant prices. Please keep this complaint open for the next two billing cycles. I will report if the rates charged are market competitive. I will also contact the company via e-mail as well as cc this e-mail to the company. Thank you.
 
Regards,
[redacted]

A dirty ripoff. Low rate for 12 months then very thin warning that rate will change. I was ripped of for about $300 before I understood that this was happening. Avoid these scandalous ripoff artists.

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]

Update:As of 11:24pm today North American Power has called me back and after reviewing my initial enrollment call, they have allowed me to cancel my contract with them without any cancellation fees.

Hello,This email is being sent in response to the complaint filed by [redacted] Complaint # [redacted] - which [redacted] has asserted that [redacted] coaxes potential consumers by offering free gift cards and competitive 6-month fixed rate plans to only later expose these consumers to a variable rate at...

the conclusion of their rate agreement without any warning. To begin; we have attempted a search through our database in order to locate an account belonging to [redacted] using the customer information provided.  However, we were unable to find any accounts associated with this data. Therefore, if [redacted] is a current customer or is a former customer of ours, we would kindly request that we be provided with any additional account details. This would help us mightily in our search, and would allow us to properly address his concerns based on the details reflected on his account.With esteem to [redacted] above free gift card claims. All newly enrolled customers who have signed up for either electric or natural gas supply service with [redacted] are eligible to receive a Welcome Bonus - which can amount up to a $50.00 prepaid [redacted]. Now, if the said member also enrolls both their gas and electric accounts with us they may also be eligible to receive up to an additional $50.00 bonus - a potential of totaling up to $100.00.  All the customer has to do is download, read and mail us back the Welcome Bonus redemption form and they will have instantly begun the redeeming process for their Welcome Bonus. This is our way of saying thank you to the newest members of our [redacted] energy family.  Accompanied with [redacted] displeasures with our Welcome Bonus process he also presents concerns about our rate plans.  We place a great deal of effort into providing all consumers with a competitive fixed rate within the regions in which we market. Though we do offer 6-month rate plans; we also provided various fixed agreements with the term length lasting beyond a 6 month period . In the past and as of to-date we offer 8, 9, 10 and even 12 month fixed rate contracts.  The length of a term depends many factors such as the current and future market conditions.  As a standard, we send renewal notices to advise customers as to when their fixed rate obligation will expire and encourage them to contact us to renew. Additionally, as stated in the terms, if the customer takes no action their account will default to the standard variable rate.I hope that this response meaningfully addressed [redacted] questions. Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,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.
Sincerely,
[redacted]

Our Account Specialist sent the following email to the customer after being unable to reach them by phone:
 
Dear [redacted]
 
We are in receipt of your Revdex.com complaint  regarding the switching of your...

natural gas service to North American Power & Gas (NAP).  We understand your concern surrounding the delay of the market switch from your previous provider to NAP.  We appreciate the opportunity to response to your customer service experience.
 
Our records indicate we did submit the switch on 5/20/14, 7/7/14, and 8/20/14, and was rejected for all, but the last attempt.  The switch was rejected because the suffix, III, did not match the account name in [redacted]) system. Your service will begin with NAP on 9/1/14 at the rate 59.9 cents per therm.
 
We have researched our records and are unable to find a note or call with a NAP supervisor advising that [redacted] does not reject switches.  Please note that this information is inaccurate as the switches are rejected for various reasons.
 
[redacted] does offer a Senior’s Citizen discount.  To be eligible, the account holder has to be 65 or older and have an income of $14,355 or less.  Please let us know if you qualify and we will send a Senior Citizen’s form to you.
 
We are sending a $25 [redacted] gift card to [redacted] as a courtesy in recognition of your value to us as a customer.  We sincerely apologize for your inconvenience in getting the switch finalized. Thank you again for bringing your concerns to our attention.  Please do not hesitate to call or email if you have any further questions.

Hello,   Rebuttal – Complaint # [redacted]   We strive to provide the best customer service to all our customers, and apologize for [redacted]’s adverse experience.   Typically, the advertisements that are mailed provide different methods for which a customer can contact us. Below you will find the phone number, email address and mailing address you can contact for customer service needs. Customer support [redacted] ###-###-#### M-F, 8:00am - 6:00pm ET  North American Power [redacted] Norwalk, CT 06850  As always, please feel free to contact us directly, should you have any additional questions or concerns.  Sincerely, Compliance Department North American Power & Gas, LLC

To whom it may concern,
Complaint# [redacted] ([redacted])
This is in pursuant of the Revdex.com complaint filed on the
behalf of [redacted]Please be advised that Mr[redacted] enrolled with
[redacted] on October 18, Per the attached letter of authorization,
the
customer elected a Variable Market price plan.
The initial rate was 0.0669/kWh and to appear on the first month;
thereafter, were to be billed on the month to month variable. See the attached
Due to system issues,
the customer has been billed the initial rate up to his February
invoice. It appears that Mr[redacted] have not contacted NAP&GWe have not had the opportunity to discuss Mr[redacted] available options.
With that being said, we have concluded that there are no
adjustments warranted at this time
We regret Mr[redacted] was dissatisfiedWe have
reached out to Mrs.[redacted] at [redacted] to advise of the aboveShe
stated that we had reached her at an inopportune time and that she will have
her spouse contact NAPG's escalation hotline to speak
directly with an escalations agent or he may reach us via emailWe look forward to an amicable resolution.
Sincerely,
Compliance Department
North American Power and Gas

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, Ms. [redacted] expresses dissatisfaction with the variable rate
charged following the expiration of her fixed...

contract.
 
To
start, it is NAPG’s standard practice to notify its customers prior to the
expiration of their fixed contract and provide them with options to
renew.  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 was the case with Ms. [redacted].
 
At
this time Ms. [redacted]’s supply service has been cancelled and returned to the
utility’s standard offer on 12/12/2014.
 
However,
as a courtesy, NAPG will adjust Ms. [redacted]’s charges for her December 2014 bill
cycle and credit her the difference in cost. 
She should expect a call from an NAPG customer service agent no later
than Friday, 1/9/2015 to discuss any other concerns she may have.
 
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

Here is our Account Specialist's update on their attempts to reach the customer to discuss their concerns, as well as our planned accommodation:
 
I called out to customer regarding the complaint. There was not an answer, but I was able to leave a message...

informing the customer that the complaint was received, the account was then reviewed and a courtesy accommodation in the amount of  $109.94 should be received within 2 weeks. I provided my direct line if the customer has any further questions or concerns.

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]

Complaint: [redacted]
I am rejecting this response because: For one year now, this company has promised me this $50.00  after many requests.  I received a message from company but with no details. I will believe this company when I see the $50.00.  THis company has misrepresented themselves on far too many occasions for me to trust them And don't believe anything they tell you until you see the money
Sincerely,
[redacted]

Hello,
[redacted] - Complaint # [redacted]
To better address [redacted] concerns and to thoroughly explain the renewal processes, an analyst in our department has attempted to contact her, however, they were unsuccessful. Further attempts will be made to reach [redacted] in order...

resolve her dispute.Should you have any further questions or concerns, please do not hesitate to contact us directly.
Sincerely,
Compliance Department North 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.
Sincerely,
[redacted]
THANK YOU!

Hello,
Complaint#
– ([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 rateAs 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.
As
the customer mentioned, in the spirit of customer
satisfaction a credit accommodation was issued to the customer's account 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
NAPG's 12-month $0.0949/kWh fixed rate for the customer's 12/19/– 1/28/
billing cycle.
Based on the customer's account details, the mentioned bill credit
was reflected on the customer's most recent billing invoiceUpon 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 $will
be issued to the customer as a bill creditThis 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/– 2/25/billing cycle.
Several attempts to contact the customer were made, however, these
attempts were unsuccessful
[redacted]
Compliance Department
North American Power
[redacted]

Hello Ms. [redacted],   I hope all is well. Below you will find the response to [redacted] (Complaint# [redacted]) rebuttal.   We have carefully reviewed Mr. [redacted] records to provide a fair response based off his account details.   The customer was enrolled into a 6-month $0.0649/kWh fixed rate; however, the customer was not mailed the renewal letter prior to the expiration of this fixed term. Therefore, the customer was issued a refund which was calculated at the difference of the fixed rate he was supplied for 2 billing cycles in which he was charged at the variable rate. In these circumstances the customer would normally have been issued a refund at the difference of the utility’s rate-to-compare - which happened to be a higher rate than the customer’s former fixed rate.   Lastly, according to our records, for the final 2 months the customer was enrolled with NAPG. The customer was charged at NAPG’s 12-month $0.0999/kWh fixed rate.   We surely wish there was more we could do. If you should have any further questions or concerns, please do not hesitate to contact me directly   Sincerely,   Compliance Department North American Power











6/9/2015






Complaint

I enrolled back in April, but never received the welcome packet so I never really knew if I was a customer or not. I actually have received no communication from them since I spoke to them back in April. I called today to check if I was, and cancel, due to the lack of proper communication and...

wondering if I was a customer or not. They told me I would need to pay the $10 per month fee if I cancelled, which was outlined in the terms and conditions (which I never received) as I had 5 days from the post marked welcome letter, which I never received. I did tell them I found the terms and conditions last evening on my states PUC website, but that since I never received them I felt I wasn't given a fair chance to cancel as I never got the packet. They said they could see they sent it and that was it. I asked to speak to a supervisor, and they are still working on it but since I never received the packet I feel as if I should be able to cancel both of my accounts with them, without the fees.







Desired Resolution

I want to be able to cancel my account with them ASAP without any cancellation charges.

Consumer Business Dialog

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]