North American Power

Complaint: [redacted] I am rejecting this response because: I did receive voice mails, however, I previously requested that all future communication to be in writingMy email address is [redacted] I have not received the 2nd check Sincerely, [redacted]

Hello, Complaint# [redacted] ( [redacted] ) We at NAPG take the customer’s claims very serious and have diligently investigated Mr [redacted] account to provide a reasonable response according to our reports Based on the customer’s account details, on 2/5/2015, the customer enrolled his account into a 12-month $0.0999/kWh fixed rateTypically, a rate change request of any kind can take up to 1-meter reads from the date which the request is submitted to the utility companyIn Mr [redacted] case, the request was made and submitted to the utility company on 2/5/The fixed rate was then reflected on the customer’s 3/4/– 3/31/billing cycle, which is within the time period that a rate change may take before it goes into effect Although this customer was in the middle of their billing cycle when they elected to enroll into the mentioned fixed term above, the customer was issued an accommodation in the amount of $– which was calculated at the difference between what the customer paid for supply with us and what they would have paid, if the customer was charged at the 12-month $0.0999/kWh fixed rate for their 12/31/– 2/6/billing cycle As of 3/31/2015, the 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 directly 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]

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 Variable 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 Nevertheless, to remedy the matter, attempts are being made to contact the customer to discuss his complaint As an alternative, he is encouraged to contact NAPG’s escalation hotline at [redacted] ext*** to speak directly with an escalations agent We look forward to an amicable resolution.Sincerely, Compliance Department North American Power and Gas

Here is our Account Specialist's summary of the resolution with the customer: I was able to contact the customer regarding the complaintWe 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 $that they should receive within weeks at the verified addressThe customer was happy with this resolution

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 and/or opts out of renewal, the Terms of Service indicates that their account will automatically default to a variable rate plan According to our records, [redacted] renewal letter was sent to her prior to the expiration of her fixed contract and in accordance with Public Utility Commission Rules We regret [redacted] was dissatisfied and attempts have been made to reach her but to no avail at this time Further attempts will be made however, alternatively, the customer is encouraged to contact NAPG’s escalation hotline at [redacted] to speak directly with an escalations agent We look forward to an amicable resolution Sincerely, Compliance Department North American Power and Gas

Hello, This is in response to the complaint filed by [redacted] – Complaint # [redacted] Please be advised that [redacted] enrolled into a 6-month 0.0679/kWh fixed term, which began on January 16, and was supplied for the indicated term length 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 happens to be the case for [redacted] ’s accountAs of 8/12/2015, this customer’s account has been cancelled and will no longer incur any further charges beyond this date We surely wish there was more we could doIf you should have any additional questions or concerns, please do not hesitate to contact us directlySincerely, Compliance Department North American Power [redacted] T ###-###-#### F ###-###-####

If I received a letter from north American power I don't recall seeing it I think they are lying, however I will always encourage anyone I know to stay away from these criminals! Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I received an email from [redacted] from North American Power & Gas on 3/19/There are two reasons I have to reject his response: 1) He stated a refund of $within days in his email to me, which is different from the amount of $in his response to Revdex.com 2) The refund only includes over charge on gas and electricityNorth American Power & Gas also charged me "adjustment fees" total of $I've asked them what the adjustments are all about, but they never answered my questionI believe they should refund me these 'adjustment fees' as well Attached is the email from [redacted] , and my responses to himUnfortunately, he hasn't replied any of my emails so far By the way, North American Power uses higher-than-usual variable rate as excuses for their rates, which I can hardly acceptI follow futures market regularly, and knew the natural gas price were volatile this winter However, first, while the rates they charged me increased about 300%, the natural gas price didn't go up 300% this winter second, the rates they charged me simply went from $to $for gas and from $to $How conveniently they just added '1' to their ratesIf they want to cook numbers, they should've spent a little more efforts than just adding '1' third, even if they could partially blame the market for volatile gas price, but that doesn't explain their higher rate on electricity Anyway, I cannot accept their response I really appreciate Revdex.com's efforts on protecting small consumers' interestsAnd I'm looking forward to more sincere and positive responses from North American Power & Gas Sincerely, [redacted] ***

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

After the fixed month rate, the price of my electricity per KwH tripled, causing my bill to go from $a month to $ 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

Hello, Complaint# [redacted] – ( [redacted] ) The following written response is made pursuant to the complaint filed by Customer, Alexander [redacted] against North American Power and Gas, LLC (“NAPG”)In the complaint, the customer expresses frustration regarding their supply charge and rates To begin, this customer initially enrolled into a 6-month $0.0789/kWh fixed rate that expired and defaulted to the variable rateAs 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 planAdditionally, 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 correctly, in the spirit to provide customer satisfaction, an accommodation in the amount of $will be issued to Mr [redacted] This accommodation was calculated at the difference between what he paid with us and what he would have paid, if he was charged at NAPG’s current 8-month $0.0929/kWh fixed rate for his 1/23/– 2/19/billing cycle The customer requests that we apply a fixed rate to his account immediatelyAt the moment, the fixed rate mentioned above is NAPG’s present fixed rate and we would be more than happy to apply this rate to the customer’s account going forward, however, the customer must call into our customer care department in order to complete a verification agreeing to the terms of the fixed rate Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power and Gas

v\: [redacted] o\: [redacted] w\: [redacted] 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 experienceWe 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] / [redacted] Style Definitions */ 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

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 [redacted]

Complaint: [redacted] I am rejecting this response because:I am attaching a copy of the letter which my husband received at our home address offering us 8.99c/kWh for our electricity through the end of Nowhere on this letter does it say we must currently be an [redacted] customer to get this rate, although it does use [redacted] as an example After reading all the complaints to the BBC and all the negative comments on NAP's own [redacted] page, I no longer want to be a NAP customer However, I would like to see their advertising changed to make it clear just who is, and who is not, entitled to take advantage of their future offers 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 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 $140.88, 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 three 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] )To begin, Mr [redacted] account was enrolled into NAPG's variable rate planVariable rates are subject to price fluctuations based on market conditions and other price related factorsThat being said, rates can go higher or lower than the local utility in any given month Although this customer has been properly charged; in the spirit of customer satisfaction, an accommodation in the amount of $will be issued to the customer – which will be mailed to the customer in the form of a check for any inconvenience they might have experienced As of 4/24/2015, Mr [redacted] account has been cancelled with NAPG and has not incurred any further charges since this date Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power [redacted] T [redacted] F [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 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 $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 pointsWe 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

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

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 Connecticut this winter—in fact, they've been high throughout New England, the mid-Atlantic, and the Midwest In Connecticut, the issue has been two-fold—extremely cold weather, and a lack of adequate natural gas pipeline capacity to meet the increased demand in the winter months The exceptionally cold weather this winter has resulted in a very high demand for electricity and gas, causing the rates to spikeIn 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 madeBelow you will find the breakdown of this accommodation: - Electric 4/09-5/- $ 3/12-4/- $ Difference at the utility’s rate to compare Total refund: $ The accommodation will be issued to you in the form of a check and should be received within business days Please contact me at [redacted] if you have any questions or concerns Thank you,