North American Power

Hello,Complaint# [redacted]) - RebuttalWe have carefully reviewed this case, and in the hopes of providing customer satisfaction - the customer will be issued an accommodation for the standard billing offer adjustment which they were charged by their utility provider.However, we request that the customer provide us with the billing invoice which displays said charge.  Upon reviewing this information, the standard billing offer adjustment will be verified and then issued to the customer in the form of a check - which should be received within 7-10 business days of submitting the accommodation within our system. Should you have any further questions or concerns, please do not hesitate to contact us.Sincerely,Compliance DepartmentNorth American Power

Hello,
[redacted] – [redacted] (Rebuttal)
We at NAPG take the
customer’s claims very serious and have again diligently reviewed Mr. [redacted]’s
account to provide a reasonable response according to our reports.
Please note that within the Terms of Service and the
renewal notices that are mailed to the customer prior to the expiration of their
fixed rate; if the customer takes no action and/or opts not to renew, their
account will automatically default to a variable rate plan - which happens to
be the case for Mr. [redacted]’s account.
We surely
wish there was more we could do. If you should have any additional questions or
concerns, please do not hesitate to contact us directly.
Sincerely,
Compliance
Department
North American Power

Our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted],
 
North American Power apologizes for the inconvenience regarding the delay of your $50.00 Welcome Bonus. To expedite...

the process a $100.00 check will be refunded to you, as a means to substitute the [redacted] cards. The check 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,

Complaint: [redacted]I am rejecting this response because:  I was told by [redacted] he would try to call me with a resolution by Friday (2/20) or by Monday (2/23) at "the latest" but I have not received a call as of Thursday (2/26).  I called and left a message Monday and today with [redacted] and [redacted].
After speaking to a customer service representative today, NAP will correct the additional cost accrued as a result of terminating my previous contract 1 month early - terminating 1 month early came to a refund of $120; which I am told was being processed.  Although the early termination fee will be waived to stop paying the higher cost (.1149 vs .65/kWH), there was no other consideration given.
It seems NAP compliance does recognize the only reason a customer would voluntarily lock in to a higher price for no difference in product purchased, would be due to it's deceptive promotion of "saving money" by locking in to a guaranteed price.  I'm disappointed that NAP could not come to a better resolution than waiving the fee to get out of having to pay almost twice a much per kWH.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]

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:irstephn@ptd.net] Sent: Thursday, September 11, 2014 1:19
PMTo: Customer Care; Stephan AlexisSubject: 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

Hello
Complaint # [redacted] ([redacted]) 
Customer service and satisfaction are certainly of great importance to
us and we regret that you have had an adverse experience. However, NAPG is
not involved in any telesales campaigns in the State of [redacted]. Also, upon
further reviewing this complaint, Ms. [redacted] indicates that “American Power
& Gas” is the supplier which has been contacting her.
It is important to mention, that “ North American Power & Gas, LLC”
(NAPG), and “American Power & Gas” are two different entities – therefore,
this complaint does not seem to have been intended for NAPG. 
Although this might be the case, the customer’s contact phone number and
mailing address has been placed on our Do Not Call and Do Not Mail List.
Should you have any further questions or concerns, please do not
hesitate to contact us.
Sincerely,
Compliance DepartmentNorth American Power[redacted]T [redacted]F [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]

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]

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 $296.15,
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 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.

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 $279.54,
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 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.

Revdex.com:
Thank you fro your assistance in this matter
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
North American Power could not be more accomodating and helpful in resolving this issue, and I will do business with them again.
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 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 $53.44, 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.

Complaint: [redacted]
I am rejecting this response because:
 
Per a recent phone conversation with North American Power, they offered to send two separate refund checks for the difference between the rate they charged me and the market rate for the periods ending July 26 and August 26.  The $96 reflected on their response via Revdex.com is for only the first month.  I understand that they must wait until I receive my August billing in order to calculate that refund and once that has been completed, I will accept their offer as a reasonable settlement of this issue.  Their customer service team was very polite and professional and so long as they fulfill their offer of two months of billing adjustment, I will be satisfied with their response.
Sincerely,
[redacted]

Hello,[redacted] - Complaint # [redacted] (Follow-up)Attached you will find a copy of both the issued accommodation check and the tracking receipt for the customer's package. Should you have any further questions or concerns, please do not hesitate to contact us directly. -Compliance DepartmentNorth American Power & Gas

After the fixed 12 month rate, the price of my electricity per KwH tripled, causing my bill to go from $37 a month to $100. I live in a studio apartment. They claimed that they sent a letter to me informing me of this change but I received no such letter. I would never use this company again. Stay away.

Complaint: [redacted]
I am rejecting this response because:1. High wholesale electricity costs in the winter should have nothing to do with prices charged to customers in the summer. A variable rate changes constantly, and the June 2014 rate quoted should not be determined by what it was in the winter. Plus, in June 2014, North American Power told me that their customers like the variable rate because it allows them to "lock in" a low price when it dips below North American Power's fixed rate price. I asked them on the phone in June 2014 what was their lowest variable rate in the last 12 months. They told me it was about 12 cents per kWhour which is much more than 8.75 cents per kWhour. So, this disproves their reasoning for offering a variable price since it never provides savings to their customers.
2. After contacting other electricity suppliers, they told me that prices have been between 8.75 cents and 9.25 cents per kWhour over the last year. This is far less than North American Power's new price of $16.99 cents per kWhour.
3. I received a letter from North American Power dated 4/10/2014. It stated that my fixed rate plan would change to a variable rate plan AFTER 6/2/2014. However, North American Power raised my electricity rate from $8.29 cents per kWhour on May 19, 2014 which is BEFORE June 2, 2014. They broke their own fixed rate contract. Also, I did call in April 2014 after I received their 4/10/2014 letter. I was told that my new variable rate would not be much different than my fixed rate price of $8.29 cents per kWHour, and the variable rate could actually be less than $8.29 cents per kWHour. I was shocked when I called in June 2014,  and I was told that due to a harsh winter that my price in June would more than double. Did they not know this in April? Also, when I called in June 2014, North American Power said they sent a letter to their variable rate customers months ago warning them that their rates were significantly going to increase. However, North American Power told me on the phone in June that they did NOT send the same letter to fixed rate customers like me. Why? the answer is obvious. To trap fixed rate customers into outrageously priced variable plans.
Sincerely,
[redacted]

Complaint:[redacted]
I am rejecting this response because: The only call I received from North American Power was today
3/12/15, two weeks after contacting the Revdex.com.
After my original conversations with North American Power on 2/23/15 when
I was told the rate given me of 7.99 cents per KWH would not be honored, I
decided to switch back to [redacted]. 
I did not want to continue to be billed at the current rate of .1774
cents per KWH.
I am on a fixed income and could not afford to send you an
extra $101.10 that I did not owe, so, with no resolution in sight, I paid the
bill less the $101.10. 
What I need is a credit on my next and last bill for
the $101.10 instead of a check, with no late fee assessed.  I also would like the disclosure rate of 7.99
cents per KWH to be honored for my last bill.
These are the terms I will accept. Sincerely,[redacted]
[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]

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 $183.29,
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 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.