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]

Hello, Rebuttal - [redacted] – Complaint# [redacted]
With regard
to the factors which determine a customer's variable rate. These
components can differ based on market conditions – which can range from the
procurement in RTO-administered and/or other short term markets, as well as the
costs for supply and associated products that NAPG is required to meet for
electric generation supply (including, without limitation, energy, imbalance
energy, losses, capacity, transmission and ancillary services)
Despite [redacted] enrolling onto a variable rate plan with us and
being charged accordingly, the courtesy accommodation in the amount of
$will still be issued to the customer.
Contact has been made with the customer and he has been inform him of
this
Should you
have any further questions or concerns, please do not hesitate to contact me
directly
Sincerely,
Compliance
Department
North American Power and Gas, LLC

At
this time Ms. [redacted]’s claims are under review and attempts are being made to
contact the customer to discuss her enrollment. 
Our records show Ms. [redacted] has been enrolled since March 2014 and has
since been issued several notice letters concerning her...

enrollment.
 
NAPG
takes claims of this nature very seriously. 
Immediate action has been taken to notify the Independent Representative
of Ms. [redacted]s complaint and we currently await their response.  While
the investigation is underway, we have confirmed that Ms. [redacted]’s supply
service has indeed been cancelled and is scheduled to return to the utility’s
standard offer on 1/15/2015.
 
NAPG
holds itself to a high standard and has a zero tolerance policy concerning
unauthorized enrollments.  Should we discover that any representative has
engaged in unethical recruiting or enrollment practices they will be subject to
disciplinary action up to and including termination from NAPG Network.
 
As
a part of its investigation, NAPG will review the customer’s charges and if
appropriate, will make concessions accordingly. 
We appreciate the customer’s patience and cooperation while we continue
to review this matter and the company anticipates reaching an amicable
resolution.
 
Sincerely,
 
Compliance
Department
North American Power and Gas

Please see attachment of consumer documentation.

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. 
 
Variable rate plans offer
customers the flexibility to make changes to their account as their energy
needs change, without incurring any penalties.  However, this rate plan is
also subject to price fluctuations based on energy market conditions and other
price related factors.  That being said, rates can go higher or lower than
the local utility in any given month and savings are not guaranteed.According to our records, [redacted]s rate change request was processed and took effect as of his Jan - Feb 2015 bill cycle.  Any rate change requests are processed pursuant to the utility's rate change timing rules and therefore could indeed take 1 to 2 bill cycles to take effect.  Per NAPG's customer interaction logs, [redacted] was provided with this information on 12/18/2014. Concerning cancellation, if [redacted] opts to cancel supply with NAPG, the company will waive any early termination fees associated, as a courtesy to the customer.  Nevertheless, to remedy the matter, attempts
are being made to contact the customer to discuss his complaint.  As an
alternative, he is encouraged to contact NAPG’s escalation hotline at
[redacted] ext. [redacted] to speak directly with an escalations agent.  We look forward to an amicable resolution.
Sincerely,
Compliance Department
North American Power and Gas

Hello [redacted],   I truly apologize for the delay on this...

response.   We at NAPG take the customer’s claims very serious and have diligently reviewed Mr. [redacted]’s account to provide a reasonable response according to our records.   The customer claims that he was not notified of the expiration of his fixed rate. It is customary that NAPG sends renewal notices to advise customers of the conclusion of their fixed rate contract, as well as, suggesting that the customer contact us to renew their rate plan.  It is worthy of note to point out that noted in the renewal letter  - the terms indicate, if the customer takes no action, their account will default back to the standard variable rate plan.    Our records indicate, that the customer was correctly billed and properly informed of the pending expiration of their fixed rate.   Attached you will find Exhibit A, the renewal letter that was mailed to the customer before the expiration of their fixed rate.   Although this customer was charged accordingly, as a courtesy, an accommodation of $119.15 will be issued to the customer. This was calculated at the difference between the variable rate the customer was charged and what they would have paid if they were charged at utility’s rate-to-compare  for their 9/4/2014 – 10/6/2014 and 10/6/2014 -11/5/2014 billing cycle.   The customer has been contacted and is aware of the accommodation.   Should you have any further questions or concerns regarding this matter, please don’t hesitate to contact me directly.   -[redacted]   [redacted] North American Power [redacted] T ###-###-#### F ###-###-####

Upon receipt of this follow-up, we have been attempting to contact the customer, but have so far been unsuccessful. 
 
Despite the fact that the customer was marketed to, enrolled, and billed correctly, we've issued courtesy accommodations, solely in the interest of customer satisfaction, in the amount 0f $517.92. This amount represents the difference between what the customer paid with us vs what they would have paid with their utility company this winter for their gas and electricity. We will be unable to offer any further accommodation, and hope that he is satisfied and now has a better understanding of the accommodation breakdown.

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. The check was received today and has been deposited. Should any further issues occur with the next billing cycle, I will be sure to contact you again for support. 
Sincerely, [redacted]

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 yearUnfortunately, the customer's fixed rate expired and defaulted to
the variable rate
However, we're happy to inform you that this matter has
been resolvedIn the interest of
customer satisfaction, we are sending the customer a check in the amount of
$108.72, which is the difference between what the customer paid with us for
their supply and what they would have paid at NAP's fixed rate ($0.0599/kWh)
for the customer's past two billing cycles.
Lastly, the customer's account is no longer enrolled with NAP, and
will not incur any further charges
-[redacted]
North American Power
[redacted]
T ###-###-####
F ###-###-####

We respect [redacted]'s position on the matter and encourage him to contact our escalations hotline at [redacted] ext. [redacted] to further discuss his concerns.  We regret he was dissatisfied with our service and wish there was more that we could do.
Sincerely,
Compliance Department
North American Power and Gas

Complaint: [redacted]
I am rejecting this response because: That is completely unacceptable. The supervisor I had spoke with at North American Power stated I could get a prorated rate from the time my 6 month ended with the initial contract. The only way I will feel this will be acceptable is if I receive a prorated rate from that time. It is unacceptable to take advantage of families and tell them you are giving them a fair market adjustable rate when standard rate for [redacted] is 6.5 cents per kWh and you charge 17.99 cents per kWh. If this is not resolved I will be contacting the media, the attorney general, and my congressman's office. What I am requesting is fair and balanced for both parties.
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]

Hello,
[redacted] - 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 expresses his displeasure regarding his supply charges
To
begin, our records indicate that on 4/27/2013, Mr[redacted] enrolled into NAPG's
variable rate plan via the web Variable 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. However, currently NAPG has fixed rate options being offered to
new and existing customers in the hopes to assist customers with the different
supply price variabilities during the changing of seasons throughout the year
Attached you
will find Exhibit A & B (A) the Welcome Letter &
TOS that were mailed to the customer after enrolling with NAPG (B)
the enrollment signature which was captured at the completion of the customer's
online enrollment with NAPG
As of
5/4/2015, the customer's account has been cancelled with NAPG and has not
incurred in further supply charges since 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 directly
Sincerely,
Compliance
Department
North American Power

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 $239.89, 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] - Rejection)
We
at NAPG have diligently reviewed Ms[redacted]'s 's account to provide a reasonable
response according to our records
After
further review and consideration, To address her claims of not receiving the
renewal letter, an additional accommodation of $will be issuedThis
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 7/9/– 8/12/and 8/12/–
9/9/billing cycles
The
customer will also be refunded at the utility's rate-to-compare for their final
billing cycle with NAPG, however, this invoice has not yet been generated in
our systemWe advise Ms[redacted] to contact our customer care department once
she has received her November – December invoiceWe will then determine the
refund amount, and will issue the refund
Should
you have any further questions or concerns regarding this matter, please don't
hesitate to contact me directly
Sincerely,
[redacted]
North American Power
[redacted]
T ###-###-####
F ###-###-####

Hello,
Complaint# [redacted] – ([redacted]) - Rebuttal
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 her supply charges.
Despite our records indicating Ms[redacted] was charged
accordingly, we have taken into consideration the higher than usually variable
rates she was supplied
Therefore, an additional accommodation in the amount of $
will be issued to the customerThis accommodation was calculated at the
difference between what the customer paid for their supply with us and what she
would have paid, if she were charged at the utility's rate-to-compare for the
customer's 3/4/– 4/1/billing cycle.
Keep in mind, we offer fixed rate options to all customers
and encourage them to take advantage of these fixed rate plans; in the hopes, to
insulate them from the variable rates which fluctuate due to market conditions
Should you have any further questions or concerns, please do
not hesitate to contact me
Sincerely,
Compliance Department

We're truly sorry that Mr. [redacted], 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 $257.13, 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 has a service end date of 4/7/14, and will receive a rate of 45.90 cents/Therm for their last billing cycles with us. 
 
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.

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 NAPG increased his variable rate
higher than his
respective utility provider supply rate.
To begin, this customer initially
enrolled into a 6-month $0.0799/kWh 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.
On
3/20/2015, our account specialist spoke with Mr[redacted] regarding his
complaintDuring this call, Mr[redacted] was advised that the wholesale prices for electricity are based off of market
conditions – which may increase due to numerous factors
In the spirit to provide customer satisfaction, an accommodation
in the amount of $will be issued to Mr[redacted]This accommodation was
calculated at the difference between what he paid with us and what he would
have paid, if he was charged at the utility's rate-to-compare for his
11/10/– 12/12/billing cycle
As of 12/10/2014, Mr[redacted]'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 and Gas

In the interest of customer satisfaction, we contacted the customer and offered a $50.00 [redacted] gift card, which the customer accepted. 
 
We encourage the customer to contact us with any additional questions or...

concerns.

NAPG offers its customers a $50 Welcome Bonus as an incentive for enrolling with its service.  Per the Terms of Service provided upon enrollment, it indicates that the customer must submit by e-mail or mail, the Welcome Bonus Redemption Request Form and a copy of their first month's bill for...

the applicable account showing North American Power and Gas as their supplier; within 60 days of the date of the customer's first bill. 
According to our records the Welcome Bonus request form was never received.  However and despite this, NAPG will accommodate the customer by issuing him a $50 accommodation check in lieu of the Welcome Bonus, as a measure of courtesy.
We regret [redacted] was dissatisfied with our service and hope this response has meaningfully addressed this complaint.
Sincerely,
Compliance Department
North American Power and Gas<