North American Power

Complaint: [redacted] I am rejecting this response because:The sales associate on the telephone was EXTREMELY RUDE as she hung up the telephone and did not tell me that I would be added to the do not call list, nor did I get a letter in the mail confirming this.? The company needs to? revise their materials and provide an? easy way to be added to the do not call list, i.e.? by including a specific email address where people can send a request rather than having to call and spend? several? minutes on the telephone with themVery deceiving and scammish company! Sincerely, [redacted] ***?

Hello,Complaint# [redacted] ( [redacted] )As a standard, NAPG sends renewal letters to customers prior to the expiration of their accountWe encourage the customer to contact us before their fixed term expires to discuss possible fixed rates options, if the customer does nothing the fixed rate term expires and defaults to a variable rate upon the completion of the customer's fixed rate plan.Attached you will find the renewal letter which was mailed to the customer.The customer has indicated that they have received the $accommodation in the form of a bill creditHowever, they still express dissatisfaction with their final billing invoice supply charges incurred from NAPGWe have further reviewed this customer's account and have considered all options to amicably resolve their concernsWith that said, in the hopes to provide customer satisfaction; an additional accommodation in the amount of $will be issued to the customerThis accommodation will be issued in the form of a check and should be received within the next 10-business days.This accommodation was calculated at the difference between what the customer paid for supply with us and what they would have paid, if they were charged at the rate of $0.1089/kWh for the customer's 2/6/- 3/4/billing cycle.As of 3/6/2015, this customer's 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

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 appreciate the stanature of NAPower Sincerely, [redacted]

black;">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, wholesale prices for both electricity and natural gas have sky-rocketed as a result of a severe winter energy shortageWe 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 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 $240.79, 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 past four billing cycles We encourage the customer to contact myself directly at [redacted] with any additional questions or concerns [redacted] , Regulatory Compliance Analyst North American Power [redacted]

Our Account Specialist could not reach the customer via phone, so he sent the following email: Hello Mr [redacted] , North American Power apologizes for any delay Your service started on 3/7/You are currently on flow and the next received invoice will reflect NAP’s fixed rate For the inconvenience a refund of $will be issuedThe refund check should be received within the next business days As always, you’re more than welcome to contact me a [redacted] to discuss any questions or concerns

Hello, This email is in response to the complaint filed by [redacted] We at NAPG take the customer’s claims very serious and are thoroughly reviewing MsAllen's account to provide a reasonable response according to our reports However, our investigation into this complaint has not concluded Therefore, we are kindly requesting a 5-day extension in order to provide a full response based on our findings We truly appreciate your patience and assistance with this request If you should have any questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power

black;">Hello, ( [redacted] ) NAP takes the satisfaction of both our customers and our potential customers very seriously, we truly apologize for the challenging experience the customer has had with NAP Attempts have been made to contact the customer, but to no availIn the interest of customer satisfaction, we are sending the customer a refund check in the amount of $201.64, 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 cycle, and also includes $to substitute for the welcome bonus Lastly, the customer has been enrolled into NAP’s $0.0799/kWh 3-month fixed rated, which will be reflected on the customer’s next invoice We encourage the customer to contact me directly at [redacted] with any additional questions or concerns - [redacted] [redacted] , Regulatory Compliance Analyst North American Power [redacted]

Here is our Account Specialist's summary of our attempted resolution with the customer: I called out to customer regarding the complaintThere was not an answer, but I was able to leave a message informing the customer that the complaint was received, the account was then reviewed and a courtesy accommodation in the amount of $ should be received within weeksI provided our direct line if the customer has any further questions or concerns

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, [redacted] states that he never received his renewal letter, his rate changed without notice and he requests a refund Regrettably, NAPG is unable to provide [redacted] with record of his renewal notice at this time Therefore, as a resolution to his complaint the company will honor [redacted] ’s request for a price adjustment for the billing periods of June – October 2014, for the difference in cost compared to a rate of cents/kWh [redacted] will be issued a check in the amount of $to the billing address on file The company will continue its attempts to contact [redacted] regarding this matter NAPG is committed to customer satisfaction and hope this response has meaningfully addressed this complaint Regards, Compliance Department North American Power and Gas

Hello, [redacted] – Complaint # [redacted] NAPG takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience that Mr [redacted] has had.As of 8/18/2015, it has been verified that of Mr [redacted] ' phone number has been removed from NAPG’s outbound call list It is important to note, that after a customer requests that their phone number be placed on the DNC list, it can take up to hours before this request is updated within our database Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power / [redacted] Style Definitions */ / [redacted] Style Definitions */

Hello,Complaint# [redacted] We apologize for any delay or inconvenience the customer may have experienced Based off our records, the promised $accommodation was issued to the customer in the form of a check and was mailed to the mailing address on file on 4/30/ [redacted] ***Currently, our accounting department is verifying if said check was ever cashedIf it is determined that the check was not, the customer will be re-issued another check for the same amount.Several attempts to contact the customer have been made, however, these attempts were unsuccessfulShould you have any further questions or concerns, please do not hesitate to contact me.Sincerely,Compliance Department

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 spikeIn 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 youBelow you will find the breakdown of this refund: Electric - · 4/21-5/- $ · 3/20-4/- $ · Difference at the utility’s RTC Total; $ As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns Thank you,

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 by the deadline and/or opts out of renewal, the Terms of Service indicates that their account will automatically default to a variable rate planThis was the case with [redacted] , since her deadline for renewal was 9/17/ Upon review of our customer interactions log, NAPG has no record of [redacted] contacting the company in the month of October However, she did call in December to inquire about the rates and at that time, enrolled in a 12-month fixed rate plan She was advised that it would take 1-bill cycles for the rate change to take effect It’s important to point out that due in part to our consolidated billing with the utility company, transactions such as cancellations and rate changes are processed in accordance with the utility’s rate change timing protocols and switching practices Therefore, NAPG can neither change or expedite this processes We regret that [redacted] was dissatisfied However, her service has been cancelled as she requested and will return to her utility’s standard offer on 2/24/ As a courtesy to the customer, NAPG will waive her early termination fee Several attempts have been made to contact the customer to discuss his complaint but to no avail at this time NAPG will make further attempts however, as an alternative she is encouraged to contact NAPG’s escalation hotline at [redacted] ext [redacted] to speak directly with an escalations agent We look forward to an amicable resolution Sincerely, Compliance Department North American Power and Gas

Just a caution when dealing with this companyThey initially pull you in with a low new customer rate for a short monthsIt takes months to switch to them and two months to switch to another supplierThat doesn't leave a lot of time to react.In my case they claimed to have sent me a notice that my months ran out but I never got itI may have lost it but if I did it would be the only thing I lost in a long time, I am very meticulous when it comes to my finances.Anyway I accept responsibility for thatWhen it ran out they doubled my rate and then when I renewed it was at a rate 1/higher than their new customer rate and was for months with penalties if I opt out early(big penalties)Needless to say I will go back to my previous supplier next December and stay with them I have my calendar well marked to let them know two months in advanceThe little I saved by going with their initial months suck em in rate has been wiped and and has cost me more money in the long runThe old saying fool me once shame on you, fool me twice shame on me applies hereI would think twice before dealing with these people !!!!

We're sorry if there has been any confusion, but we have absolutely attempted to contact the customer multiple timesIf the customer would like to discuss the matter directly, we encourage him to contact our Account [redacted]

Light",sans-serif">Hello, This email is in response to the complaint filed by ***s Nelson - Complaint # [redacted] NAPG does not take complaints in which a customer claims they were misled at any part during their enrollment lightly nor will it be tolerated It is clearly specified to all DTD representatives during their training that any form of misrepresentation or the manipulation of the specifics of our product will lead to immediate termination of one’s employment The DTD agent implicated in this complaint has been removed from the DTD campaign while we undergo a further investigation into this matter Mr***’s account with NAPG have been cancelled and will return back to his respective supplier Fortunately, the customer’s account never went on flow with usTherefore, he has not incurred any supply charges from us nor will he in the future We deeply apologize for any inconvenience Mr [redacted] might have experienced and hope this response was meaningful and addressed the customer’s concerns Sincerely, Compliance DepartmentNorth American Power & Gas, LLC

To whom it may concern, Complaint# [redacted] ( [redacted] ) Please be advised that North American Power & Gas is required to file rates with each utility setting the prices to be charged to each customerDifferent costs go into the service of customers for each area, causing the prices to vary between utilitiesUnless a specific rate is already registered with the utility, North American Power cannot grant that rate to the customers that are requesting them Unfortunately, some utility territories cross zip code areas and, as a result, marketing efforts to new and former customers in a specific zip code sometimes reach customers that are served by a different utility—as is the case for [redacted] customers receiving marketing materials for [redacted] customersThese marketing materials, however, clearly indicate that it was an offer for [redacted] customers We apologize for any inconvenience that this may have caused We would like the opportunity to obtain [redacted] ’s business and look forward to providing the electric supplyIf you have any other questions, you may contact us at ###-###-####, Monday through Friday between the hours of 8: AM – 6:PM EST Sincerely, Compliance Department

Hello, 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 he was not informed of the pending expiration of his fixed rate – which caused both his accounts to be subjected 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 planAdditionally, as stated in the terms, if the customer takes no action, their account will default back to the standard variable rate plan According to our records, the customer was mailed the mentioned renewal notice to both accounts, however, the customer never contacted NAPG to renew or cancel their account Although this customer was charged accordingly, in the spirit of customer satisfaction – the customer will be issued a total accommodation in the amount of $This accommodation was calculated at the difference between the variable rate the customer was charged for both his accounts and what they would have paid if they were charged at the utility's rate-to-compare for their 1/5/– 2/3/billing cycle (both accounts) Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department North American Power and Gas / [redacted] Style Definitions */

The company jerks up natural gas variable rate 200% more than the ongoing variable rate that [redacted] charges

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 $99.12, 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