North American Power

Complaint: [redacted]
I am rejecting this response because:
I never received a notice and when I called they did indeed offer me a new plan, provided I stayed with them either 1 year or 2 years.  Based on my experience with them, I choose not to do this.  What good is $25 when I paid hundreds extra?  Since then they have raise the rate even higher. 
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,
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 $105.80
will be issued to the customer. This 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 3/4/2015 – 4/1/2015 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

Company Response to Complaint:
We take [redacted] claims very seriously and regret she was dissatisfied. 
As a courtesy and resolution to this
complaint, NAPG will rerate [redacted] last two bill cycles to the utility's
standard offer and issue her an adjustment in the...

amount of $55.53.  [redacted] can expect to receive this refund in the form of a check within the next 2 weeks.  Several attempts have been made to contact [redacted] to advise her of this information.  As an alternative she is also encouraged to contact NAPG's
escalation hotline at [redacted] ext. [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

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, assuming that I receive the check amount that they specified.
Sincerely, [redacted]

We respect [redacted] position on the matter and acknowledge her concerns.  To provide greater clarity, when a customer wishes to cancel through NAPG, their cancellation request is submitted to the utility company on the date of the request and the utility determines the date that the actual switch will occur.  NAPG as a supplier, cannot control the start or stop of energy service, as this function is solely owned and operated by their utility company.  Customer switch dates are determined based on their meter read dates and that transition can take 1 to 2 bill cycles, in accordance with the utility's switching practices.
NAPG will ensure that the customer's final bill cycles is adjusted accordingly and if she has any questions the customer is encouraged to contact NAPG's escalation hotline at [redacted] ext. [redacted] to speak directly with an escalations agent. 
We hope this response has meaningfully addressed this complaint.
Sincerely,
Compliance Department
North American Power and Gas

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 $297.20,
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 $411.89,
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.

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 Ms. [redacted],   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 she was not informed of the...

pending expiration of her fixed rate.   To begin, Ms. [redacted] was enrolled into NAPG’s 6-month $0.0799/kWh fixed rate. The customer received the promised fixed term to its entirety, plus an additional month at the mentioned fixed rate for her 7th billing cycle – even after her term had expired with NAPG.   At the conclusion of the customer’s term, the customer was mailed a renewal letter informing her of the pending expiration of the fixed contract. However, our records show that the customer never contacted our customer care department to renew or to cancel their account within the allotted time indicated in the renewal notice. Therefore, the customer’s term 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.   Although this customer was charged accordingly, in the spirit of customer satisfaction – on 2/18/2015, a bill credit accommodation was issued to the customer in the amount of $264.12 – which was calculated at the difference between the variable rate the customer was charged and what he would have paid if he were charged at NAPG’s 11-month $0.1089/kWh fixed rate for the customer’s 1/9/2015 – 2/8/2015 billing cycle.   Based on the customer’s account details, the mentioned credit was reflected on the customer’s most recent billing invoice.   Should you have any further questions or concerns, please do not hesitate to contact me.   Sincerely, Compliance Department North American Power and Gas

Hello,
/>
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. Unfortunately, the customer’s fixed rate expired and defaulted to
the variable rate for one month.
Attempts have been made to contact the customer, but
to no avail. In the interest of customer satisfaction, we are sending the
customer a check in the amount of $24.76, 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 billing cycle.
Lastly, the account is no longer enrolled with NAP, and will not incur any further charges.  
We
encourage the customer to contact me directly at [redacted] with any additional
questions or concerns. 
[redacted] Regulatory Compliance Analyst
North American Power
[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 $127.25, 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] directly at [redacted] with any additional questions or concerns.

Company Response to Complaint:
face="Times 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. 
As a courtesy and resolution to this
complaint, NAPG will rerate [redacted] last 2 bill cycles to the utility's
standard offer and issue him a reimbursement for the
difference.  Several attempts have been made to contact [redacted] but to no avail at this time.  As an alternative he is also encouraged to contact NAPG's
escalation hotline at [redacted] ext. [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

The
following correspondence is made in response to the complaint filed with the
Revdex.com against North American Power and Gas (“NAPG”) by...

Customer, [redacted].  In the complaint, Mr. [redacted] expresses
dissatisfaction with the variable rate charged following the expiration of his
fixed contract.
 
To
start, it is NAPG’s standard practice to notify its customers of their renewal
options (by mail) prior to the expiration of their fixed contract. 
However, if the customer takes no action following the notice 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 Mr. [redacted].
 
In
early December 2014 the customer made contact with the company and was provided
several options concerning his account however, he declined and decided to cancel.  Therefore, at this time the customer’s supply
service is scheduled to return to the utility’s standard offer on 1/13/2015.
 
Nevertheless,
NAPG will make further attempts to contact Mr. [redacted] to address his
concerns.  He should expect a call from an
NAPG customer service agent at any time prior to Friday, 1/9/2015.  We look forward to resolving this matter amicably.
 
NAPG
remains committed to customer service and satisfaction and hope this response
has meaningfully address this complaint. 
 
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]

Complaint: [redacted]
I am rejecting this response because:
 
To date I have not received a check.  I spoke to Stephan on 5/25/2016 and a check was to go in the mail that day.  today is June 1 and I do not have a check.
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] PS  I will also make sure I tell my friends how happy I am that North American Power adjusted my bill for the last two billing cycles.  I was worried about being able to pay such an expensive bill.  Thank you 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,
Complaint# [redacted] – ([redacted]) Rebuttal
Additional attempts to contact Mr.
[redacted] via email and telephone have been made. Unfortunately, these attempts
have been unsuccessful.  
We at NAPG have thoroughly reviewed
Mr. [redacted] account and would like to further discuss this matter to come to
an amicable resolution.
We will continue our efforts to
contact Mr. [redacted] until contact has been made.
Should you have any further
questions or concerns, please do not hesitate to contact me.
Sincerely,
Compliance Department

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]