North American Power

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and accept their resolution of mailing a refund check for $ Below is the recent correspondence I had with NA Power If however, I do not receive the refund check in the next 10-business days, I will re-file a complaint Sincerely, [redacted] From: Stephan Alexis Sent: Thursday, September 11, 1:PM To: Ivee ; Customer Care Subject: RE: Revdex.com complaint Hello Ivee, The refund check should be received within the next 10-business days -Stephan Stephan Alexis, Regulatory Compliance Analyst North American Power Glover Ave, Third Floor, Norwalk, CT, T F From: Ivee [mailto:[email protected]] Sent: Thursday, September 11, 1: PMTo: Customer Care; Stephan AlexisSubject: Re: Revdex.com complaint Attn Stephan, I have read your response via the Revdex.com website on 9/stating that you are sending me a check in the amount of $ Please advice when this check has been mailed out Once it is received, I will then “accept business response” via Revdex.com to close out the complaint Thank you, Ivee Stephens

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 $247.03, 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: In principal, their (North American Power & Gas Company) offer is reasonable However, I just received UI bill for June - July (see attachment) and the North American Power & Gas Company charged me as following: Generation Services Charge kWh X $$ Generation Services Charge kWh X $$ Total Generation Services Charges $ The agreed rate should be $and total should be (996+599) kWh X $.0799=$ For 6/19/- 7/20/2014, the company should refund me 274.96-127.44=$ In summary, North American Power & Gas Company should refund me in the total amount of $($221.32+$147.52) for the affected months 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 mePlease inform how money will be sent and when Sincerely, [redacted]

Hello, ( [redacted] ) v\: [redacted] o\: [redacted] w\: [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 yearNAP typically sends renewal notices to let customers know when their fixed rate contracts are expiring, and that they should contact us to renew on another fixed rate planAlso included in the notice, we inform the customer that if they take no action their account will continue on a variable rate plan It appears The customer enrolled into the 3-month $0.0599/kWh fixed rate, but towards the end of the term, the customer attempted to renew by re-enrolling her account again online, which rejected the entry, because her account was already active with NAP, and ultimately, never renewed into the new fixed 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 $105.46, 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 their last two billing cycles 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 */

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

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 $218.59, 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

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 This was the case with [redacted] According to our records, [redacted] renewal letter was sent to him on 9/10/2014, prior to the expiration of his fixed contract and in accordance with [redacted] Rules Therefore, the company met its contractual obligations to the customer We regret if [redacted] does not recall receiving his letter In addition, cancellation requests are processed on the date of request and in accordance with the utility’s switching practices; and therefore could take to bill cycles for the transfer to be reflected on the customer’s bill, as determined by the utility itself 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 [redacted] to speak directly with an escalations agent We look forward to an amicable resolution Sincerely, Compliance Department North American Power and Gas

Hello, Complaint # [redacted] , [redacted] According to the customer’s account details, we show that she enrolled onto a 36-month $0.1029/kWh but the fixed rate still hadn’t been reflected on her account.? Therefore, as a means to make the customer whole she was refunded for the bill cycles that were affectedUpon learning about this matter this issue has been resolved and the correct rate plan has applied and is reflected on the customer’s accountShould you have any further questions or concerns, please do not hesitate to contact us directlySincerely, Compliance Department North American Power & Gas, LLC ?

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 paidSent from [redacted] Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: all of the information provided came directly from the bill provided by your companyMy complaint is just that, your company was never my energy provider and you not being able to locate the account number confirms the fact this account is non existentI am still looking for a copy of the original bill Sincerely, [redacted]

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

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 told me I should receive a refund check in a few weeks, if this happens I will be satisfied with the resolutionSincerely, [redacted]

Our records indicate that the customer does owe $in past due charges*** does not collect on charges from suppliers that go unpaid--in fact, they remove those charges from the customer's [redacted] bill after a certain about of time, which is why [redacted] may have told the customer they were in good standing We have been attempting to contact the customer to discuss the overdue amount and possible payment arrangements, but have been unable to reach them to dateWe encourage the customer to contact us using the information left in our messages

Complaint: [redacted] I am rejecting this response because: 1- HOW DID THEY NOTIFY ME ????? 2- WITH ALL COMPI HAD IN THE PAST I ALWAYS GOT A PHONE CALL ABOUT STOPPING PLAN 3- WHEN I FIRST NOTICE THE CHANGE, I WENT ONLINE, THEY DIDN'T HAD ANY PLAN IN SIMILAR RATES AT ALL ONLINE (IT WAS MORE THEN A 1/CHEAPER ONLINE) 4- ALWAYS THE FLEXIBLE RATE IS 2-POINTS HIGHER OR LOWER THEN THE FIXED, NOT 2X THE THE RATE INSTEAD OF 8.99- 5- THE SAME, THAT ESCO ARE ALWAYS WITHIN RANGE OF THE REGULAR SUPPLIER, IN THIS CASE NYSEG, WHICH WAS AROUND ALL THE TIME THEY FOOLED ME , AND ALL MY FRIENDS THAT THEY ARE IN THE RANGE OF OTHER COMP., AND WITH FIXED I WOULD EVEN GAIN MUCH MORE, NOT ONLY I LOSE WHEN I WAS FIXED AS NYSEG WAS THEN 5.99+/-, AFTER THAT THEY USED UP OUR MISUNDERSTANDINGS TO CHANGE IT TO x THE RATE, NOT COUPLE POINTS HIGHER, (AND x THEN OTHERS) Sincerely, [redacted]

Hello, Complaint # [redacted] - [redacted] Customer experience is the #priority for us at *** As a result, we take the upmost pride in providing our current customers, former customers and potential customers with the highest level of service – which would include the transparency and the definitude approach we take when marketing our fixed rate products, no matter the channel used to advertise these rate plans [redacted] complaint statement, she claims to have received a marketing piece from ***, which apparently lacked pertinent details regarding who qualified for the offered rate plan on said advertisementFor that reason, she has suggested [redacted] employs deceptive marketing strategies in order to promote our productsPlease be advised that, no matter the State, all [redacted] marketing pieces meet the rules and guidelines of the overseeing State Utility Commission prior to being mailed to all consumersAlthough this might be the case, if [redacted] can provide us with a copy of the mail piece in question we would be more than happy to review the advertisement she receivedWe hope that this response has meaningfully addressed [redacted] concerns, should you have any additional questions please do not hesitate to contact us directlySincerely, Compliance Department North American Power & Gas, LLC

Hello, Complaint# [redacted] ( [redacted] - Rebuttal) Mr [redacted] was enrolled into a 6-month $0.0699/kWh fixed rate which was supplied to its entiretyOur records indicate that the fixed rate expired and defaulted to the variable rate, because the customer did not contact NAPG to cancel or to renew his rate after the mailing of his renewal letters for both accounts Attached you will find Exhibit A & B: both the renewal letters that were mailed to the customer Keep in mind, the customer was charged accordingly, but was issued an accommodation in the amount of $on 3/11/This accommodation was calculated at the difference between the variable rate the customer was charged for both his accounts and what he would have paid if he were charged at the utility's rate-to-compare for his 1/5/– 2/3/ billing cycle (both accounts) The customer claims the accommodation which was issued was incorrectly calculatedUpon reviewing the customer's cost summary provided, his calculations were based off the $0.0669/kWh fixed rate which expiredNAPG's calculations were based off the utility's rate-to-compare for the customer's 1/5/- 2/3/billing cycle Mr [redacted] references his final billing cycles with NAPG and expresses his displeasure with being charged at the variable while he waits to be transitioned back to his utility companyBear in mind, the supplier can not determine the start date or end date of a customer's account, these decisions are made solely by the customer's utility provider Although this customer has already been accommodated and our records indicate the customer was charged accordinglyIn the hopes to provide customer satisfaction - the customer will be re-rated at the utility's rate-to-compare for his final billing cycles with NAPG We ask that the customer contact NAPG's customer care department when he has received his billing invoices following after his 1/5/- 2/3/statementHe will then be issued an accommodation at the difference of the utility's rate-to-compare for the invoices that apply until his accounts are no longer supplied by NAPG 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 */ / [redacted] Style Definitions */

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] THANK YOU!

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

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 yearNAP typically sends renewal notices to let customers know when their fixed rate contracts are expiring, and that they should contact us to renew on another fixed rate planAlso included in the notice, we inform the customer that if they take no action their account will continue on a variable rate plan It appears the customer’s fixed rate expired, and defaulted to the variable rate despite our efforts to encourage the customer to continue on a fixed rate plan Attempts have been made to contact the customer, but to no availan accommodation check in the amount of $will be issued, which is the difference between what the customer paid with us for their supply and what they would have paid to the utility at its rate-to-compare for the customer's last billing cycle for all (2) accounts Lastly, as of 9/23/2014, the customer’s accounts have been cancelled and no longer will not incur any further charges We encourage the customer to contact myself directly at [redacted] with any additional questions or concerns [redacted] , Regulatory Compliance Analyst North American Power [redacted]