North American Power

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*** In November 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 has returned to the utility’s standard offer on 12/10/ NAPG is currently making attempts to contact the customer to further discuss his concerns He should expect a call from an NAPG customer service agent at any time prior to Friday, 1/9/ We look forward to resolving this matter amicably Sincerely, Compliance Department North American Power and Gas

Hello,>( [redacted] ) We're sorry that the customer, like many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this year The customer was enrolled into NAP’s guaranteed savings plan, however, the plan expired and defaulted to the variable rate Attempts have been made to contact the customer, but to no availIn the interest of customer satisfaction, we are sending the customer a check in the amount of $82.28, 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 customer’s last billing cycle Lastly, the customer will be refunded at the utility’s RTC for their final months of service We encourage the customer to contact me directly at [redacted] with any additional questions or concerns [redacted] , Regulatory Compliance Analyst North American Power [redacted]

Hello, Complaint # [redacted] Light,sans-serif;">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/and lasted until 1/6/ 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 accommodationShould you have any further questions or concerns, please do not hesitate to contact us directlySincerely, Compliance Department North American Power Glover Ave, Third Floor, Norwalk, CT, T ###-###-#### F ###-###-####

Complaint: [redacted] I am rejecting this response because: I don't recall ever getting such correspondence from NAPower in the form of an informative packet or whatsoeverThat said, from the reviews and comments I have read online, it seems this type of deceptive practice is pervasive in this space which is probably why I have fallen victim to this behavior and have been told not to be surprised by any denials or expect any type of partial refund of monies.Thanks! 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 $154.85, 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 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] We take all customer claims very serious and thoroughly review a complaint in order to best address the questions or concerns a customer might have Typically, a customer's dispute can be caused due to an error or misunderstanding of some sortHowever, we are always eager to work together with the consumer in order to fully understand the nature of their grievance, that way their issue is resolved promptly allowing us to provide a great customer experience In [redacted] ***'s case, not only was his dispute addressed, he was issued a courtesy accommodation - which by all accounts has been honored Attached you will find the following: (1) a copy of the customer's courtesy accommodation check that was mailed and (2) a copy of the customer's tracking receipt for his package containing the mentioned courtesy accommodation checkShould you have any additional questions, please do not hesitate to contact us directlySincerely, Compliance DepartmentNorth American Power & Gas, LLC

Hello Ms***, I hope all is wellBelow you will find the response to [redacted] (Complaint# [redacted] ) rebuttal We have carefully reviewed Mr [redacted] records to provide a fair response based off his account details The customer was enrolled into a 6-month $0.0649/kWh fixed rate; however, the customer was not mailed the renewal letter prior to the expiration of this fixed termTherefore, the customer was issued a refund which was calculated at the difference of the fixed rate he was supplied for billing cycles in which he was charged at the variable rateIn these circumstances the customer would normally have been issued a refund at the difference of the utility’s rate-to-compare - which happened to be a higher rate than the customer’s former fixed rate Lastly, according to our records, for the final months the customer was enrolled with NAPGThe customer was charged at NAPG’s 12-month $0.0999/kWh fixed rate We surely wish there was more we could doIf you should have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power 6/9/ Complaint I enrolled back in April, but never received the welcome packet so I never really knew if I was a customer or notI actually have received no communication from them since I spoke to them back in AprilI called today to check if I was, and cancel, due to the lack of proper communication and wondering if I was a customer or notThey told me I would need to pay the $per month fee if I cancelled, which was outlined in the terms and conditions (which I never received) as I had days from the post marked welcome letter, which I never receivedI did tell them I found the terms and conditions last evening on my states PUC website, but that since I never received them I felt I wasn't given a fair chance to cancel as I never got the packetThey said they could see they sent it and that was itI asked to speak to a supervisor, and they are still working on it but since I never received the packet I feel as if I should be able to cancel both of my accounts with them, without the fees Desired Resolution I want to be able to cancel my account with them ASAP without any cancellation charges Consumer Business Dialog

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 yearUnfortunately, 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 availIn the interest of customer satisfaction, we are sending the customer a check in the amount of $391.52, 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 three billing cycles Lastly, the customer will also be re-rated to the rate of $0.1139/kWh for their final months of service We encourage the customer to contact me directly at [redacted] with any additional questions or concerns [redacted] Regulatory Compliance Analyst North American Power [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 meSincerely, [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 $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 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

Complaint: [redacted] I am rejecting this response Because I will be satisfied when I actually have a check in handOn numerous occasions they promised to send the bonus but we never received itOnce they deliver on their promise I will be satisfied.? 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 meI also received that email fro North American Power I just don't understand why the Customer Service could not be provided earlier in the cycle I am anticipating the refundThank you for you help on this [redacted] Sincerely, [redacted] ***

Here is our Account Specialist's summary of the resolution: I called to go over the resolution to this customer's complaintI apologized to her for the inconvenience, sympathizing specifically with the amount of time she spent trying to call us, speaking to various agents,etcI let her know some reasons why it can take a while to look into a missing Welcome Bonus, and let her know that we are issuing her a check for to cover the WBShe is thankful for thisNo further issues

Hello,Rebuttal: [redacted] – Complaint # [redacted] It is truly unfortunate that [redacted] continues to express his displeasure with the service he has receivedWe at NAPG take all customer claims very serious and strive to provide the best experience to all customers including those who have filed a complaint against usTo do so, we diligently review the customer’s dispute and account on file in order to provide a reasonable response according to our findings once we have concluded our investigationFor that reason, this email is in response to the complaint filed by [redacted] against North American Power and Gas, LLC (NAPG); in which the customer claims he was switched to a variable rate without his knowledge, and we refused to credit and cancel his account.Based on [redacted] ’s account history we show that he enrolled with NAPG on 12/17/2014, and agreed to a 12-month $0.5490/CCF rate plan that began on 1/21/The specified fixed rate was supplied to the customer for the indicated term lengthIn addition to this, the customer received an additional billing periods at the mentioned fixed rate after his rate agreement had expiredHence the customer realized a 16-month fixed term rather than a 12-monthAs a practice here at NAPG, any customer enrolled onto a fixed contract will be mailed a renewal notice(s) advising them of the pending expiration of their rate agreement and encourage them to contact us to renew their rate plan prior to its conclusionAs stated in these terms, if the customer takes no action, their account would default to a variable market rate.Per [redacted] ’s text in the summary section of his complaintHe confirmed that he was enrolled onto a fixed rate, but towards the term’s expiration he elected to renew his rate via the web through an Energy rate board Regrettably, in doing so, the customer did not follow the proper rate renewal protocols that were provided within the renewal letter mailed to him prior to the end of his fixed agreement (please see attachment) The mentioned renewal letter instructs the customer to contact NAPG by phone, or to access their account online at napcustomer.com in order to make any rate changes by a specified date; in the customer’s case the cutoff date was 1/15/ When a customer follows these specific renewal notice guidelines, it ensures that any rate changes made by them will take effect seamlessly after the conclusion of their current fixed term (at the time).The results of [redacted] ’s actions caused his request to be submitted as a “new customer” enrollment rather than a renewal request - which ultimately was rejected in our system as a duplicate account This is due in large part to our enrollment system deeming [redacted] to having an already enrolled and active account with NAPG, and thereafter, attempting to facilitate a rate transaction on the Energy rate board which happens to be a third party site that is not meant for (active) customers who are enrolled with suppliers to handle business related transactions with their respective supplier.Therefore, a refund/credit is not and was not warrantedHowever, with the hopes to provide customer satisfaction, [redacted] was issued a goodwill refund in the amount of $– which was calculated at the difference between the rate he was charged for supply with us and what he would have paid at his Utility’s rate-to-compare for his past billing periodsThis accommodation will be issued to the customer in the form of a check and should be received within the next 10-business dayAs of 5/18/2016, [redacted] ’s account has been cancelled and will not incur any additional supply charges from us beyond this date.We hope that this response has provided more clarity regarding the [redacted] ’s concerns, and meaningfully addressed his rebuttalShould you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department North American Power & Gas

Complaint: [redacted] I am rejecting this response because: While I am grateful that Northeast power did make the adjustment towards the first bill, it does not address the fact that I still could not change suppliers until the NEXT billing cycleThis billing cycle they are charging an even more inflated rate, more than double the original locked in rateBecause of Northeast's error by not sending out the letter, I am in effect at the mercy of what they bill and hope they will make good on the next and final bill Since they currently offer cents per kwh, I would be willing to pay that amount on my final billI do not believe that I should have to pay a highly increased rate or have to lock in with them for another months because of their errorI believe that is more than fair for all the trouble and added time incurred trying to straighten this out.Sincerely, [redacted]

Hello, This email is in response to the complaint filed by [redacted] - Complaint # [redacted] According to our records, Mr [redacted] enrolled with NAPG on 3/19/2014, onto a 6-month $0.0799/kWh fixed term - which was supplied to the customer for the indicated term length 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; in the hopes to insulate them from the volatile variable marketAdditionally, as stated in the terms, if the customer takes no action, their account will default back to the standard variable rate plan Mr [redacted] ’s account has been cancelled and slated with a service end date of 1/7/ No further supply charges will be incurred beyond the mentioned service end date Should you have any further questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power [redacted]

The following correspondence is made in response to the complaint made with the Revdex.com against North American Power and Gas (“NAPG”) by [redacted] *** In the complaint [redacted] states he never received his renewal notice concerning his fixed rate contract and seeks reimbursement for the difference in variable rate charges To provide a little background, it is NAPG’s standard practice to notify all of its customers of the impending price increase and encourage those customers to contact the company to enroll in a fixed rate plan that would offer then greater price certainty According to our records, [redacted] was issued two renewal notices; the first notice was sent on 4/22/and the 2nd reminder notice was sent on 5/28/ Based on the customer’s account details, no action was taken by the customer to renew the fixed rate offer and therefore his account defaulted to a variable rate plan [redacted] contacted the company on Oct6th & 7th with concerns about the variable rate Each time the customer was advised that the company issued him renewal notices which provided his rate options and a reminder of the date his contract would expire Since [redacted] stated he did not receive the notices, he was therefore: 1) provided with renewal rate options available at that time; 2) he was offered an adjustment to the rate on his last bill cycle; and 3) offered a $visa gift card [redacted] declined the resolution proposed by the company and requested to cancel service The customer was then advised that it would take to bill cycles for cancellation to take effect, based on a date determined by the customer’s local utility company We regret the customer was dissatisfied with our service and hope this response has meaningfully addressed this complaint Regards, Compliance Department North American Power and Gas

Hello, ( [redacted] ) NAP takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience [redacted] has had regarding her account On 12/13/2013, [redacted] enrolled into a 12-month fixed rate which provided savingsAs 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 In [redacted] ***’s case, she contacted our customer care department to discuss potential rates being offered to renewing customersUltimately, on 12/12/2014, [redacted] decided to renew into an 11-month $0.1279/kWh fixed rate Since the time, [redacted] renewed her fixed rateShe has expressed displeasure, because the new fixed rate is currently above her respective utility provider’s current standard to offer rate Keep in mind, that there are numerous factors that go into determining renewal rates that are offered to all customers, however, NAPG works hard to provide competitive ratesIn this instance, NAPG’s fixed rate is slightly above [redacted] ***’s utility provider’s rate-to-compare Although [redacted] knowingly enrolled into a the 11-month $0.1279/kWh fixed rate, in the spirit of customer satisfaction, we will be rerating the customer to the fixed term of $0.1139/kWh for 11-monthsIt is important to mention, for any enrollment, cancellation or rate change request it may take up to 1-meter reads before the request is reflected on the customer’s invoiceTo further accommodate the customer, we at NAPG will compensate the customer at the difference of the $0.1139/kWh fixed rate for the customer’s supply, until the $0.1139/kWh fixed rate has been reflected on the customer’s invoice Contact has been made with the customer and they were made aware of the mentioned accommodations Should you have any further questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power [redacted]

At this time Ms [redacted] ’s claims are under review and attempts are being made to contact the customer to discuss her enrollment Our records show Ms [redacted] has been enrolled since March and has since been issued several notice letters concerning her enrollment NAPG takes claims of this nature very seriously Immediate action has been taken to notify the Independent Representative of Ms [redacted] s complaint and we currently await their response While the investigation is underway, we have confirmed that Ms [redacted] ’s supply service has indeed been cancelled and is scheduled to return to the utility’s standard offer on 1/15/ NAPG holds itself to a high standard and has a zero tolerance policy concerning unauthorized enrollments Should we discover that any representative has engaged in unethical recruiting or enrollment practices they will be subject to disciplinary action up to and including termination from NAPG Network As a part of its investigation, NAPG will review the customer’s charges and if appropriate, will make concessions accordingly We appreciate the customer’s patience and cooperation while we continue to review this matter and the company anticipates reaching an amicable resolution Sincerely, Compliance Department North American Power and Gas

v\: [redacted] o\: [redacted] w\: [redacted] Hello, ( [redacted] ) We're sorry that the customer, like many customers of both suppliers and utilities across the region, have experienced higher-than-usual variable rates this year The customer was enrolled into NAP’s guaranteed savings plan, however, the plan expired and defaulted to the variable rate Attempts have been made to contact the customer, but to no availIn the interest of customer satisfaction, we are sending the customer a check in the amount of $82.28, 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 customer’s last billing cycle Lastly, the customer will be refunded at the utility’s RTC for their final months of service 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] Style Definitions */