North American Power

Hello, Complaint # [redacted] We apologize for any frustration or inconvenience [redacted] might have experienced.? Immediately after being made aware of her concerns, her mailing address was added to our “Do Not Mail” list? It is important to note, that after an address has been added to our DNM list, it can take up to hours before this request is updated within our database? Should you have any further questions or concerns, please feel free to contact us directly.? Sincerely,? Compliance Department North American Power & Gas, LLC

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 meThey have mailed me a refund check to my satisfactionThank youI appreciate that Sincerely, [redacted]

MisleadingYou will not save money, but will pay moreI was "locked into" a rate that was never the same, or less than my original carrierAnd when my two month period expired, I forgot to reply to the letter they sent to me so they conveniently put my charges at THREE TIMES the going rate for electricityGreat for them, BAD for meMy monthly bills were almost $a month when they should have been at $a monthThieves! I now wish that I checked with the Revdex.com before allowing North American Power & Gas to reach into my wallet and take whatever they wantedNever again will I use these Pirates!

Complaint: [redacted] I am rejecting this response because: The reply from the North American Power highlights one of their issues which also incriminates them and proves my point North American Power keeps poor records, no records or distorted records In September/October of when my term contract with the North American Power had ended, I called them to negotiate a new contract After receiving the first statement which was not reflective of the contract we had agreed to (I also had to get the state regulator involved and waste a great deal of my time), North American Power agreed to honor the month fixed price contract starting in October of Given the company’s backward and wholly inadequate systems, they continued billing me the non-fixed rate which was higher than the fixed rate we had agreed to In order to compensate me for the difference between their floating rate and fixed rate, they gave me a monthly refund for the difference until months later they started charging me the agrerate As per their own dates (in their response) the new term (month contract) started in October of last year, which would end in August of this yearThe fixed rate was supposed to end in August as per my notes and the dates they give in their reply (months from October 2014) I learned that it takes Unitil and North American Power a cycle or two to change power suppliers, so I called North American Power to confirm that my fixed rate contract with them was close to expiration and that I did not wish to renew my contract You see I try to avoid doing business with with poorly run companies and in particular those which is trying to scheme around [redacted] s open energy markets in order to overcharge customers at every turn This is irrespective of the fact that their prices happen to be substantially higher than the spot rate North American Power is now fabricating a date well beyond the expiration of our agreement to continue charging me higher than current spot rates well into the future The refunds referred to in their response are not for the dates of service they are claiming but for later dates of service starting in October, not June They evidently have a huge systems problem or are just plainly fraudulently trying to steal from customers I can obtain the checks from my bank and show the adjustments vswhat we were overcharged starting in October (not June as North American Power claims).North American Power claims that they will honor the termination of the term contract if I pay them an “early termination fee” which as stated above, I do not owe them since the contract is expiring in August This is federal crime known as racketeering In addition to being investigated for Federal crimes, I would like for North American Power to release me form the term contract in the originally agreed to cycle ending in July/August without extorting me / my family Sincerely, [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 weatherWe 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 pointsWe 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

According to our records, [redacted] was enrolled in a variable rate planVariable 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 For this reason customers are encouraged to enroll in a fixed rate plan that can offer them price certainty We regret that [redacted] was dissatisfied and therefore attempts are being made to contact the customer to discuss her complaint Alternatively, she is also encouraged to contact NAPG’s escalation hotline at ###-###-#### to speak directly with an escalations agent We look forward to an amicable resolution Sincerely, Compliance Department North American Power and Gas

We appreciate [redacted] ***'s comments 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 weatherWe 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 $273.25, 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 pointsWe 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, Thomas [redacted]

Their attempt to explain charges by market condition factors is ridiculousLet them support how these rates are arrived atAll one has to do is look at the rates North American Power has advertised over the past years and you will see that those rates have come down, not more than doubledTheir practices are fraudulent and they have had multiple class action suits against them in various states, and I plan on pursuing doing the same in NJFor the Revdex.com to not have references to these lawsuits is a failure on its part to properly present to the public this companies business practices Complaint: [redacted] I am rejecting this response because: 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 / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because: For one year now, this company has promised me this $ after many requests I received a message from company but with no detailsI will believe this company when I see the $ THis company has misrepresented themselves on far too many occasions for me to trust them And don't believe anything they tell you until you see the money Sincerely, [redacted]

Company Response to Complaint:NAPG made contact with Mr [redacted] regarding his concerns and apologized for any inconvenience he may have experienced As a resolution to his complaint he is being issued a reimbursement in the amount of $76.56, which will be sent to him in the form of a check within the next weeks It is our understanding that he was pleased with this outcome and considers the matter resolved.Sincerely,Compliance DepartmentNorth 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 weatherWe 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 pointsWe 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] ) In response to Mr [redacted] complaint concerning his rate increase; 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 Mr [redacted] According to our records, Mr [redacted] was enrolled in a fixed rate plan that expired on 02/05/ However, he was issued a renewal notice prior to the expiration of his fixed contract and in accordance with Commission Rules This Renewal Notice was sent to Mr [redacted] on 12/08/2015, therefore, Mr [redacted] was notified appropriately and charged correctly We regret if Mr [redacted] does not recall receiving this letter As a courtesy for customer satisfaction, an accommodation totaling $has been issued and should be received within the next 1-business days This accommodation was based on the recalculation of his 03/05/2015-04/06/invoice from the rate he was charged to the rate he was being charged before the expiration of his fixed rate plan As of now the supply service has been cancelled and returned to the utility’s standard offer on 04/06/ No early termination fees will be incurred Today on 04/20/2015, Mr [redacted] was contacted and educated on the information provided above We hope this response has meaningfully addressed this complaint Should you have any further questions or concerns, please don’t hesitate to contact usSincerely, Compliance Department

From: [redacted] Sent: Wednesday, August 13, 8:PMTo: [email protected]: Re: Complaint # [redacted] I want to inform you that this complaint has been resolved North American Power is mailing us an accommodation check for $ Thank you for your assistance! [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 mePlease close my complaintI have received check and have no futher issuesThank you for your help! Sincerely, [redacted] ***

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]

Complaint: [redacted] I am rejecting this response because: This is to advise that I did in fact respond to the last email and did not accept what NAP gave for an explanation on the amount they claim is dueWe still dispute this matter and do not feel we owe this amountWe believe the issue they have for payment lies with our supplier PSNH as we were paying them per a payment plan and to the best of our knowledge and belief that was all paid Sent from [redacted] Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: My ONLY CHOICE was to Accept or Reject This is a bit in the MIDDLE I received a letter from the power company with their offer, which I truly appreciate In my original complaint, I asked for reimbursement for any overcharges though the March 12th billing period This is my last reading and date of service from this company, and I fear they will again charge me a double rate After March 12, I am going to be switched back to *** I sent the following email to the company: Dear Mr [redacted] Thank you so much for your email and resolution offer I am so relieved as we are having a tough time this year and every dollar counts I do have one request....this current billing period will end on March when my meter is read Is it possible for you to bill us at the competitive rate vsthe rate for this period? After March we will be switched back to *** Your consideration would be greatly appreciated, as I suspect this will be another huge bill, too Many thanks, [redacted] I would like this current billing period to be addressed, either by a reduced rate (they currently offer .09) versus they charged last month Or, reimbursement of the difference based on [redacted] current rate Sincerely, [redacted] ***