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 as long as the refund described is actually processed
Sincerely, [redacted]

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  $216.07 that they should receive within 2 weeks at the verified address. The customer was very happy with this resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10172022, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Upon receipt of this follow-up from the customer, our Account Specialist sent the following email:
 
Hello Mr. & Mrs. [redacted]
 
We at North American Power understand your concern, and I’ve further reviewed your account - With that said, below an additional accommodation will be made. Below you will find a summary of the accommodation issued:
 
315559 (Electric)
-       3/11-4/08 - $163.66
-       Difference at the utility’s rate to compare
 
Total electric refund: $163.66
 
The accommodation will be issued to you in the form of a check and should be received within 14 business days.
 
Your account is no longer active and will not incur any further charges.
 
Please contact me at [redacted] for any questions or concerns.
 
Thank you,

Our records indicate that the customer does owe $169.13 in past due charges. [redacted] does not collect on charges from suppliers that go unpaid--in fact, they remove those charges from the customer's [redacted] bill after a certain about of time, which is why [redacted] may have told the customer they were in...

good standing. 
 
We have been attempting to contact the customer to discuss the overdue amount and possible payment arrangements, but have been unable to reach them to date. We encourage the customer to contact us using the information left in our messages.

Complaint: [redacted]
I am rejecting this response as it only reimburses me for the month of January and not February as well.  [redacted] had emailed me directly on February 24th with this response and this was my email back to him that same day:
Hello [redacted],
I appreciate your response but my concern is more about the customer service at North American Power and the feeling that North American Power misrepresented the savings I would receive by switching from my current provider.  My issue does not seem inconsistent with most of the complaints I am reading from the Revdex.com website.  
My issue goes back to the summer of 2013 when I was so unhappy with the price of the service that I cancelled the service during the summer of 2013 when I received a very similar reason as the one you give below regarding higher than usual variable rates in the summer.  North American power provided me with a rebate when I cancelled the service because I was so unhappy. 
Now fast forward to December 2013 when my heating bill was higher than usual I realized that North American Power did not cancel my service completely.  North American Power only cancelled the electric service but did not cancel the gas service and since it comes on my previous providers bill I did not realize your company did not cancel until the prices were higher than usual.
When I noticed that your company did not cancel my entire service, electric and gas, I contacted your company immediately to cancel again. I was told by the customer service rep that the last meter reading would be on Jan 3rd then the service would end.  I believed your customer service rep until I received another bill for the month of January which was another higher than usual variable price that caused my bill to be higher than my previous provider.  I called again and was told that your customer service rep had made a mistake and I would need a full billing cycle to cancel my service which would be March 3rd.  
You can only imagine how unhappy and taken advantage I felt.  Your company is now keeping me on this higher than usual variable rate almost 2 months after your customer service rep said my service would end and will take me off service when the winter season is almost done.  Allowing your company to profit from the winter months when the rates are higher.
This has not been a good experience with your company and our relationship should have ended in the summer of 2013 when I originally cancelled.  But I am still paying bills and at a much higher rate than my previous provider.  
Feel free to review my file and pull the phone recordings from when I cancelled service the first time in the summer of 2013 and again when I cancelled in dec 2013 when I was given a wrong date that my service would end. 
I understand that the variable rates are higher but I feel your company has tried to keep me locked into these higher rates for as long as possible to make as much money as possible.  I agree with your refund for the month of January, however, I am still on service for February which I would like to be refunded the difference as well.
Regards,
[redacted]
I wish to be reimbursed for all fees that make up the difference between NAP and my previous gas provider until NAP cancels my service.
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 find that this resolution is satisfactory to me.  I spoke with [redacted] from NAP and he stated I would receive the promised rate of .049. I will receive a credit on my next two bills with the correct rate. I will contact the Revdex.com if any issues arise. Thank you!
Sincerely,
[redacted]

Hello,Complaint # [redacted])Please note, Ms....

[redacted] rebuttal response indicates that she received a call from NAPG regarding her complaint, and her account was cancelled. In addition to this, the ETF which would have been assessed was waived.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department

Complaint: [redacted]
I am rejecting this response because: I did not receive the reminder letter for renewal nor was receiving bills from ** for a period of months. Naturally, anyone who receives a bill or a letter that advises them of such an increase would have definitely called at least once in that 4 month period. I didn't call because I had no idea. I was not notified by neither company. I don't care who makes the adjustment but this is something that I fell I should have to pay for. Where are the protections for the consumer?! 
Sincerely,
[redacted]

Hello,Complaint #[redacted]We show that on 6/1/2015, [redacted] enrolled with NAPG onto a 6-month $0.0899/kWh fixed term.  According to the customer’s account details, the fixed rate was supplied for the indicated term length – which started on 7/8/2015 and lasted until...

1/6/2016.  As a standard, NAPG sends renewal notices to advise customers as to when their fixed rate obligation will 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.  Although this happens to be the case for this consumer; with the hopes to provide customer satisfaction, we would offer [redacted] an accommodation at the difference between the rate she was charged with us and what they would have paid if she were enrolled onto our current fixed plan agreement (12-month $0.0909/kWh) for existing customers in her area.  However, since 3/7/2016, her account has not been cancelled with us.  Therefore, she would have to re-enroll with us in order to take advantage of the mentioned rate plan and courtesy accommodation.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department North American Power20 Glover Ave, Third Floor, Norwalk, CT, 06850T ###-###-####F ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello,
Complaint #[redacted] [redacted]
According to our records, [redacted] enrolled with NAPG on 2/12/15 via telephone onto a...

12-month$0.1299/kWh fixed term – which has been supplied to the customer for 9 billing cycles while with NAPG.  Attached you will find the TPV that was completed on the date of the customer's enrollment with us.
In the hopes to provide customer satisfaction, [redacted]’s account with NAPG was cancelled and has been cancelled since 2/23/2016; he has not incurred any additional supply charges from us beyond his mentioned service end date.
Should you have any further concerns, please do not hesitate to contact us directly.
Sincerely,
Compliance Department North American Power & Gas, LLC

Hello,
Complaint# [redacted]
– ([redacted]) - Rebuttal (2)
Customer service and satisfaction are certainly of great importance to
us and we regret that Mr[redacted] has had an adverse experience. We have
diligently investigated the customer's account which allowed us to provide
reasonable responses and accommodations according to our reports
Based on the customer's account
details, the customer was enrolled into a 6-month $0.0789/kWh fixed rate which
was supplied to the customer for the indicated term lengthIt is customary, a renewal notice is mailed to the customer
prior to the expiration of their fixed termAs a standard, NAPG sends renewal
notices to advise customers of 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 no action is taken, the account will default back to
the standard variable rate plan.
In Mr[redacted] case, contact was
never made with NAPG to either renew his fixed rate or cancel his account prior
to the conclusion of his termTherefore, his account defaulted to the variable
rate planAlthough this customer was properly charged, in the spirit of customer
satisfaction – the customer was issued accommodations on different occasions
As of 3/25/2015, Mr[redacted] account has been cancelled and has not incurred any further charges since this
date
We wish there was more we could doShould you have any
further questions or concerns, please do not hesitate to contact me
Sincerely,
Compliance
Deparment
North American
Power
[redacted]
5/5/
Complaint
I received a letter from North American Power advertising that I can switch from my utility company to North American Power for a fixed rate of cents through the end of I currently have UnitilI phoned [redacted] to say yes to this offer and was told that they thought I was an
[redacted] customer as they had mistakenly overlapped zip codes with their mailing so that rate is only for [redacted] customersI can switch to North American Power for cents as that is the rate for Unitil customersI never heard of such a thingI have a letter in my name offering me cents and, because of their mistake, I can only get a higher rate than that? And why are they offering different rates for different people anyway? It all tastes bad hereAt a minimum, I should get the rate they offered me in the letter they sent meCan you help? Thank you, [redacted]
Desired Resolution
I would like North American to follow through on the deal that was offered to me at cents thru end of Honestly, even if I do get it I will be concerned about how ethical they areI would like an apology too and to know that they can't just offer different rates to different people
Just seems wrongEven if it's legal they should stand by the rate in the letter they addressed and sent to me
Consumer Business Dialog

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 $396.80,
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.

They sign you up for a lower rate and when the contract ends they keep charging you and more than what the Utility company charges are without your knowing and when you get the bill it is all escalated to the ceiling. They have no right to stay on the account when the contract ends. They charge you very high rate and this is not a very good company.

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 year. [redacted] enrolled in our guaranteed savings plan which
expired and continued onto a variable rate at the expiration of the
guaranteed savings term.
However,
we’re happy to inform you that the customer’s concerns have been addressed, and
an accommodation check in the amount of $337.45 will be issued, 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 two billing cycles. 
Lastly,
the customer will also be re-rated to the utility’s rate-to-compare for their
final month of service with NAP.
We
encourage the customer to contact me directly at [redacted] with any
additional questions or concerns. 

[redacted], Regulatory Compliance Analyst
North American Power
[redacted]
[redacted]
[redacted]

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 $137.01, 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.

Our Account Specialist sent the following email to the customer:
 
Hello Mr. & Mrs. [redacted],
 
With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have...

been astronomically high in New York 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 refund will be issued to you. Below you will find the breakdown of this refund:
 
Electric - 596658
·         4/21-5/21 - $156.55
·         3/20-4/21 - $226.64
·         Difference at the utility’s RTC
 
Total; $383.19
 
As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns.
 
Thank you,

[redacted] was contacted by North American Power and Gas to discuss his concerns.  He was advised that he was enrolled on a variable rate plan where the price fluctuates on a month-to-month basis based on market conditions and other price-related factors.  Therefore, the price can go...

higher or lower than the utility's standard offer rate at any given time and savings are not guaranteed.  For this reason customers are encouraged to enroll in a fixed rate plan that can offer them price certainty.
As a courtesy to the customer, NAPG issued [redacted] an adjustment of $120 which satisfied his desired settlement and resolves his complaint.
We regret the customer was dissatisfied with their experience and hope this response has meaningfully addressed this complaint.
Sincerely,
Compliance Department
North American Power and Gas