North American Power

Here is our Account Specialist's summary of the resolution with the customer:
 
I had been talking with the customer since 8-18-14. I called the customer back 8-22-14 and informed him that a check for $86.48 is being sent and will be received shortly at the...

verified address. The customer was very happy with this outcome.

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Hello,
Complaint#
[redacted]
([redacted]) Rebuttal
We at NAPG take all customer
claims’ very seriously and have diligently investigated Mr. [redacted]’s account to provide a
reasonable response.
Bear in mind, the customer’s fixed rate plan had expired and defaulted to the
variable plan. Attached you will find the renewal letter which was mailed to
the customer, prior to the expiration of their fixed rate.
We have careful reviewed the
customer’s account. In addition to the $114.44 accommodation that was issued to
the customer, and the rerate to the utility’s rate-to-compare for the customer’s
final billing cycle with NAPG (April-May). An additional adjustment of $93.16
will be issued to the customer. The mentioned adjustment was calculated at
the difference between the utility’s rate-to-compare and the rate which they
supplied by us for their 2/23/2015 – 3/20/2015 billing cycle.
Should you have any further
questions or concerns, please do not hesitate to contact us.
Sincerely,
 
Compliance Department
North American
Power
[redacted]
[redacted]

Hello,This email is being sent in response to the complaint filed by [redacted] - Complaint # [redacted]We at North American Power & Gas take the satisfaction of both our customers and potential customers very seriously, and we apologize for any challenging experience [redacted] might have...

had.  With the hopes to rectify this matter with [redacted], he was recently contacted in order to discuss and address the issues summarized in his complaint report; and we're happy to inform you that the customer's concerns have been addressed.  Should you have any further questions, 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. 
 
I would like to thank North American Power for refunding the requested amount.  The company's attempts to contact me have been to my husband's phone number, which he is unable to pick up while at work.  I will be contacting them in response to the refund and their calls tomorrow.
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. After the
customer’s fixed rate expired, as outlined in the terms of service, the account
continued onto our variable rate for one month.
However, we’re happy to inform
you that this matter has been resolved with the customer, and an accommodation
check in the amount of $282.96, which is the difference between what the
customer paid with us for their supply and what they would have paid to the
utility at its rate-to-compare for the customer's past three billing
cycles.  The customer will also be re-rated to NAPG’s current fixed rate
for their final month of service with NAP. The account will no longer be
enrolled with NAP as of 9/11/2014.
We encourage the customer to
contact me directly at [redacted] with any additional
questions or concerns. 
 [redacted] Regulatory Compliance Analyst
North American Power
[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,
Kimberly Praskovich

Hello,
([redacted])
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we truly
apologize for the challenging experience the customer has
had with NAP
Attempts
have been made to contact the customer, but to no availIn the interest of
customer satisfaction, we are sending the customer a refund check in the amount
of $201.64, 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 three billing cycle, and also includes $to
substitute for the welcome bonus
Lastly,
the customer has been enrolled into NAP's $0.0799/kWh 3-month fixed rated,
which will be reflected on the customer's next invoice
We
encourage the customer to contact me directly at [redacted] with any additional questions or
concerns.
-[redacted], Regulatory Compliance Analyst
North American Power
[redacted]

Complaint: [redacted]
I am rejecting this response because:Date Sent: 3/23/2015 10:40:04 AMFirst of all they credited my statement and then charged me AGAIN for the .1799 kw rate when I just got the bill last week. When I spoke to the representative he checked in the computer system and NEVER saw a renewal letter sent to me and didn't know why. Perhaps they should monitor that phone call that took place and they will hear the conversation about me checking on why I never received notification of the increase. That is a downright lie that I was informed and that is why I would like them to review that phone call and see that I had a discussion with the representative and asked him why I didn't receive the notification of such a substantial increase. I have never in my life seen an increase that high which makes me wonder about them and which also made me make the decision to switch back to my original carrier. The attached bill indicates the adjustment from the previous month and then a charge with the same high rate for the current month.

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]

Company Response to Complaint:
New Roman">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 was the case with[redacted]
As a courtesy and resolution to this complaint, NAPG will rerate [redacted] last bill cycle to the utility's standard offer and issue him a reimbursement for the difference.  Contact is being made to advise [redacted] of this information.  As an alternative he is also encouraged to contact NAPG's escalation hotline at[redacted] to speak directly with an escalations agent. 
We hope this response has meaningfully addressed this complaint. 
Regards,
Compliance Department
North American Power and Gas

Company Response to Complaint:
 
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 by the deadline 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 [redacted], since her deadline for renewal was 9/17/2014.
 
Upon review of our customer interactions log, NAPG has no record of [redacted] contacting the company in the month of October 2014.  However, she did call in December 2014 to inquire about the rates and at that time, enrolled in a 12-month fixed rate plan.  She was advised that it would take 1-2 bill cycles for the rate change to take effect.  It’s important to point out that due in part to our consolidated billing with the utility company, transactions such as cancellations and rate changes are processed in accordance with the utility’s rate change timing protocols and switching practices.  Therefore, NAPG can neither change or expedite this processes.
 
We regret that [redacted] was dissatisfied.  However, her service has been cancelled as she requested and will return to her utility’s standard offer on 2/24/2015.  As a courtesy to the customer, NAPG will waive her early termination fee.
 
Several attempts have been made to contact the customer to discuss his complaint but to no avail at this time.  NAPG will make further attempts  however, as an alternative she 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

We have terminated our customer relationship with North American Power. When our fixed rate contract expired in July they did not send out a renewal offer to us but rather switched us over to a variable rate and our electric bill went up an additional $50.00. They are refunding the 3 months of overcharges but told us that it might take 2 billing cycles before we could switch back to the standard offer with our electric company and in the meantime North American Power would continue to charge us at the variable rate. We have contacted our electric company to switch us back to the standard offer within the week. It will cost us an additional $5 but it is worth it in order to terminate our relationship with North American Power.

Hello
Complaint# [redacted]...

[redacted])
We at NAPG take all customer claims very seriously and diligently investigate
each case to provide a reasonable response according to our records.
Upon further review, in the spirit of customer satisfaction, the customer will
be issued an accommodation in the amount of $149..70 - which is the difference
between what the customer was charged for supply with us and what they have
paid if they were charged at NAPG’s 6-month $0.0979/kWh fixed rate for the
customer’s 1/29/2014 – 8/26/2014,  8/26/2014
– 9/26/2014,  9/26/2014 – 10/27/2014 and
10/27/2014 – 11/25/2014 billing cycles.
As of 11/25/2014, this 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.
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.
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]

Upon receipt of this complaint, our Account Specialist sent the following email to the customer after unsuccessful attempts to reach them by phone:
 
Hello [redacted]
 
With regards to the higher-than-usual...

variable rate that you received last month, wholesale electricity costs have been astronomically high in New Jersey 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:
 
577294 (Gas) –
-       $98.93  3/11-4/08
-       $487.42  2/11-3/10
-       Difference at the utility’s rate to compare
 
Total gas refund $586.35
 
577293 (Electric) –
-       $87.29  2/11-3/10
-       $46.89  3/11-4/08
-       Difference at the utility’s rate to compare
 
Total electric refund $134.18
 
Total refund (electric and gas): $720.53
 
The accommodation will be issued to you in a check and should be received within the next 14 business days.
 
As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns.
 
Thank you,

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 $398.67, 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] with any additional questions or concerns.

Hello Ms. [redacted], This email is in response to the [redacted] complaint, which the customer claims they have not received the promised accommodation check. Said accommodation check was printed today and will be mailed via [redacted] to the customer. Below, you will find the corresponding tracking number for the package. Tracking Number: [redacted] Should you have any questions or concerns, please do not hesitate to contact me directly. -[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: [redacted]
I am rejecting this response because:
all of the information provided came directly from the bill provided by your company. My complaint is just that, your company was never my energy provider and you not being able to locate the account number confirms the fact this account is non existent.
I am still looking for a copy of the original bill.
Sincerely,
[redacted]