North American Power

To Whom it May Concern,  
After declining the offer from North American Power regarding complaint ID [redacted],
I received a phone call and have reached an agreement with them.They are sending the check for the difference in what the bill was and what it should be as well as for the final bill since I have already switched to Central Hudson.
 

Thank you so much for your help! BestRegards, [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 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 $99.12, 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] with any additional questions or concerns.

Our Account Specialist could not reach the customer via phone, so he sent the following email:
 
Hello Mr. [redacted],
 
North American Power apologizes for any delay.
 
Your...

service started on 3/7/2014. You are currently on flow and the next received invoice will reflect NAP’s fixed rate.
 
For the inconvenience a refund of $25.00 will be issued. The refund check should be received within the next 14 business days.  
 
As always, you’re more than welcome to contact me a[redacted] to discuss any questions or concerns.

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

Here is our Account Specialist's summary of the resolution with the customer:
 
I was able to contact the customer regarding the complaint. We 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  $179.59 that they should receive within 2 weeks at the verified address. The customer was very happy with this resolution.

Complaint: [redacted]
I am rejecting this response because:
 
My ONLY CHOICE was to Accept or Reject.  This is a bit in the MIDDLE. 
 
I received a letter from the power company with their offer, which I truly appreciate.  In my original complaint, I asked for reimbursement for any overcharges though the March 12th billing period.  This is my last reading and date of service from this company, and I fear they will again charge me a double rate.  After March 12, I am going to be switched back to [redacted].
 
I sent the following email to the company:
 
Dear Mr. [redacted]
Thank you so much for your email and resolution offer.  I am so relieved as we are having a tough time this year and every dollar counts.  I do have one request....this current billing period will end on March 12 when my meter is read.  Is it possible for you to bill us at the competitive rate vs. the .19 rate for this period?  After March 12 we will be switched back to [redacted].  Your consideration would be greatly appreciated, as I suspect this will be another huge bill, too.
Many thanks,
[redacted]
 
 
I would like this current billing period to be addressed, either by a reduced rate (they currently offer .09) versus .19 they charged last month.  Or, reimbursement of the difference based on [redacted] current rate.  
 
Sincerely,
[redacted]

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: 10644360
I am rejecting this response because:Dear Sir/Ma'am:North American Power failed to give me an email telling me that rate of power billing was going to be variable, by their own admission by [redacted] at Norfolk CT. They also accidently gave me 6.9 cents a KWH for 15 months. However, this is not my mistake but theirs. They expect to pay for a mistake that would have been precipiteous to me staying with them through the 20 months that I was with them if I had been as they admitted notified of what was going on. I could have done any one several things had I been notified at 3 Months, including the possibly of breaking my contract and getting a better rate somewhere else. NA Power were the instigator in making an accident happen. The one responsible for an accident is the one that made it happen, not the victim. They made a mistake. They expect me to pay for their accident and precipitieous events that fell out from error, even though, if I hadn't been kept in the dark about what was going on, I could have made other plans in all their honesty, I may  not have to pay for their mistake. Especially all at once at the end of my term. This is a nice sum of cash that was snuck into our budget destroying our budget by NA Power. Which of course is nafarious. I'm going to pay 10 cents/kwh for all the time I was with you. That's not fair. It's completely abnormal. I want a normal power company.This incident cause us to max out all our credit cards. It is not a fair arrangment nor can it be. You can't just jack up my rates and charge me 250% fo the CMP standard offer for 5 months, without telling me. A speedy cash withdrawal from my account is always wrong, when it's without my permission. No creditor ever made someone pay back all the debt owed in a month periond.Allot of politicians have talked about being transparent. Even after NA Power paid allot of complaints they think doing the same thing to me is alright. They did things to me that left a tangled web of possibilities of what could have been, if I had been notified  three months in my tenure with them. You should have acted after 3 months with an email to me. This, even after 15 months and many other such mistakes by in other complaining, I was still not notified by email. So NA Power says we mad a mistke so we will get even with him at the end of his tenure. That's not fair. I have no choice in any of the decisions whatsoever, that's against my rights.The whole situation is helter skelter because of what you did. The whole situation is madness. You intended to take advantage of me in the aftermath of what you caused. It's not your place to judge what could have happen if I had gotten your email at 3 months into my contract, or what you think is justice after 3 months was up. You have stolen my furture from me, and made it up as you went along.The higher ups at NA Power said "We'll pull the wool down over his eyes and take this money from him illigitimately. Lets just take it all at once." If you didn't feel guilty you'd call me up so I could make payment on what I could have owed you. The second time I called [redacted], she said she would return my call, but didn't. This is because she has something to hide. They said to the Revdex.com that they tried to call many times, but my number was called only once on my caller ID. After the way I've been treated by this company, I don't think I get the $200 refund to me. Thank you for trying remedy these false charges on my account.[redacted]   
Sincerely,
[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,
beginning in the winter—unfortunately, wholesale prices for both electricity
and natural gas this winter had 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 $213.26,
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 two billing cycles.
We have been continuing to attempt to contact the customer to discuss their concerns, but have so far been unsuccessful. 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:
This is to advise that I did in fact respond to the last email and did not accept what NAP gave for an explanation on the amount they claim is due. We still dispute this matter and do not feel we owe this amount. We believe the issue they have for payment lies with our supplier PSNH as we were paying them per a payment plan and to the best of our knowledge and belief that was all paid.
 
Sent from [redacted]

Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Requested amount is $247.46 and the offer is less.
I have paid in excess totalling $247.46 for 3 billing period past the expiry of fixed rate.
The amount offered is only for 2 periods and does not take into account the bill for Dec -Jan.
Sincerely,
[redacted]

Our Account Specialist sent the following email to the customer: 
 
Hello [redacted],
 
You were enrolled into the fixed, however, the fixed rate expired and defaulted into the variable rate.
class="p1"> 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been astronomically high in [redacted]  this winter—in fact, they've been high throughout the Tristate, the mid-Atlantic, and the Midwest.
 
The exceptionally cold weather this winter has resulted in a very high demand for electricity and gas, causing the rates to spike. In fact, the highest winter demand day ever was recorded in January.  
 
We understand your frustration, as a way to provide some relief a courtesy accommodation will be made. Below you will find the breakdown of this accommodation:
 
[redacted] - Electric
-       $73.91 – 5/13-6/12
-       Difference at utility’s rate to compare
 
Total refund $73.91
 
The accommodation will be issued to you in the form of a check and should be received within 14 business days.
 
Please contact me at [redacted] for any questions or concerns.
 
Thank you,

Hello,[redacted]As of today (2/18/2016), Mr. [redacted]'s 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 72 hours before this request is updated within our database.We...

regret that Mr. [redacted] had an adverse experience and hope this response has meaningfully addressed his complaint. Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Hello, Complaint # [redacted] The satisfaction...

of our customers whether current, potential or former means a great deal to us here at NAPG. Therefore, we do our best in order to amicably address a customer’s concerns or grievances. After a thorough review of our email inbox history and [redacted] account, the referenced cancellation email in question was retrieved. However, due to a clerical error, the drop request for [redacted] account was not properly processed. Therefore, as a means to rectify this issue [redacted] will be issued a refund in the amount of $107.34. This refund was calculated by, determining the difference between the variable rate he was charged and what he would have paid at his Utility’s price-to-compare on his 11/15/2016, 12/15/2016 and 1/17/2017 billing cycles. [redacted] refund will be issued in the form of a check and should be received within the next 10-15 business days. We truly apologize for any inconvenience or frustration Mr. White might have experienced. However, we hope that this response has meaningfully addressed all of his concerns. As always, should you have any further questions please feel for to contact us directly. Sincerely, Compliance Department [redacted]

Our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted],
 
You were enrolled into the fixed, however, the fixed rate expired and defaulted into the variable rate.
class="p1"> 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been astronomically high in Maryland this winter—in fact, they've been high throughout New England, the mid-Atlantic, and the Midwest.
 
The exceptionally cold weather this winter has resulted in a very high demand for electricity and gas, causing the rates to spike. In fact, the highest winter demand day ever was recorded in January.
 
We understand your frustration, as a way to provide some relief a courtesy accommodation will be made. Below you will find the breakdown of this accommodation:
622312 - Electric
-       3/07-4/08 - $18.72
-       Difference at the utility’s rate to compare
 
Total refund $18.72
 
The accommodation should be received within 14 business days.
 
Please contact me at [redacted] if you have any questions or concerns.
 
Thank you,

Classic bait and switch. They claimed to be cheaper than [redacted], I saved during promo and now paying 40% more on my energy bill than [redacted]. They never warn you about the significant pay increases to energy costs.
Thanks North American; becuase of your shady practices, I'll never switch from my utility provider.

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, beginning in the winter—unfortunately, wholesale prices for both electricity and natural gas this winter had...

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. Our records also indicate that the customer was sent a renewal notice on 4/29, reminding them that their term was expiring and encouraging them to contact us to hear about our offers. 
In the interest of customer satisfaction, we are sending the customer a check in the amount of $74.45, 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 can also confirm that the customer is no longer on our service, and will incur no further charges from us. 
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.

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 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 $147.52, 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, plus the welcome bonus for both accounts.
The customer has a service end date with us for electricity of 3/6/14, and the customer will receive a rate of 9.09 cents/kWh for the final billing cycle. 
The customer has a service end date with us for gas of 4/7/14, and the customer will receive a rate of 45.90 cents/therm for the final 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.

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.

Complaint: [redacted] am rejecting this response because:I had one phone call from NA Power - from [redacted] on march 6thHe told me he would get back to me with the final number I am due on Wednesday march 8ththe number he quoted me as settlement is about 400 less than I am due based on my own calculationsI also called the Compliance manager in the letter but also got no response from her as well
Sincerely,
[redacted]