North American Power

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 $263.32, 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] , directly at [redacted] with any additional questions or concerns

Company Response to Rebuttal: Contact was established with [redacted] and an amicable resolution reached concerning the adjustments [redacted] desired We regret he was faced with discontent However, at this time it is our understanding that he is now satisfied and considers the matter resolved NAPG remains committed to customer service and satisfaction and we hope this response has meaningfully addressed this complaintRegards, Compliance Department North American Power and Gas

v\: [redacted] o\: [redacted] w\: [redacted] Light Hello, This is in response to the complaint filed by [redacted] - Complaint # [redacted] . We at NAPG take the customer’s claims very serious and have reviewed Ms. [redacted] ’s account to provide a reasonable response according to our reports. Based on our findings, we show that the promised accommodation check in the amount of $50.00 was mailed out Ms. [redacted] on Wednesday, December 23, 2015. The USPS was the method used to ship said check to Ms. [redacted] who happens to be a resident of Connecticut. Typically, the estimated time of arrival for an item mailed to an in-state resident is approximately 2-3 business days. Therefore, Ms. [redacted] should have already received her package. However, since I am unable to verify with USPS if her letter was received, I attempted to contact her in order to confirm if she had received her accommodation check. Regrettably, my efforts were unsuccessful and I was unable to reach Ms. [redacted] . In the interim, while attempts are still being made to reach the customer. I have sent a request to our accounting department to verify if Ms. [redacted] ’s has signed and cashed the check that was issued to her. Once I have received news that the check was cashed or even if it has not been , your agency will be immediately provided with an update. We surely wish there was more we could do. If you should have any additional questions or concerns, please do not hesitate to contact us directly Sincerely,Compliance Department North American Power [redacted] T ###-###-#### F ###-###-#### Normal 0 false false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 / [redacted] Style Definitions */

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 he never received his renewal letter and requests a refund Regrettably, NAPG is unable to provide *** [redacted] with record of his renwal notice at this time Therefore, as a resolution to his complaint the company will honor [redacted] ***s's requet for a refund of $ [redacted] will be contacted by the company and issued a refund to the billing address on file NAPG is committed to customr satisfaction and hope this response has meaningfully addrssed this complaint Regards, Compliance Department North American Power and Gas

Hello, Complaint# [redacted] – ( [redacted] ) Rebuttal Additional attempts to contact Mr [redacted] via email and telephone have been madeUnfortunately, these attempts have been unsuccessful We at NAPG have thoroughly reviewed Mr [redacted] account and would like to further discuss this matter to come to an amicable resolution We will continue our efforts to contact Mr [redacted] until contact has been made Should you have any further questions or concerns, please do not hesitate to contact me Sincerely, Compliance Department

To Whom it May Concern, After declining the offer from North American Power regarding complaint ID [redacted] , I received a phone call and have reached an agreement with them.They are sending the check for the difference in what the bill was and what it should be as well as for the final bill since I have already switched to Central Hudson Thank you so much for your help! BestRegards, [redacted]

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 thisThe company needs to revise their materials and provide an easy way to be added to the do not call list, i.eby 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] ***

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 $ 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

Our Account Specialist sent the following email to the customer: Hello [redacted] , North American Power apologizes for the inconvenience regarding the delay of your $Welcome BonusTo expedite the process a $check will be issued to you, as a means to substitute the Visa cardThe check should be received within the next business days As always, you’re more than welcome to contact me at [redacted] to discuss any questions or concerns Thank you,

Hello, Complaint# [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 year, beginning in the winter—unfortunately, wholesale prices for both electricity and natural gas this winter had increased substantially as a result of a severe winter energy shortage.We do offer fixed rates that can help insulate customers from these types of market fluctuations Our records indicate the customer enrolled into variable rate plan with NAPG and was charged at the variable rate Although the customer was charged accordingly, on 3/11/2015, an accommodation in the amount of $was issued to Ms [redacted] This accommodation was calculated at the difference between what the customer paid with us and what they would have paid if they were charged at the NAPG’s $0.0799/kWh fixed rate for the customer’s 9/24/– 10/23/2014, 10/23/– 11/20/2014, 11/20/– 12/23/and 12/23/– 1/28/billing cycles Per the customer's rebuttal response, she does not want to be charged at the variable rate for the months in which she is waiting to be transitioned back to her respective utility provider Even though, It is important to mention, in addition, to the accommodation for the customer's past billing cyclesThe customer's account was re-rated to the rate of $0.0799/kWh for her final billing cycles with NAPG Based on the customer's account details, the customer was charged at the rate mentioned above for her1/28/- 2/27/billing cycle This will also be the case for the customer's final billing invoice with NAPG - she will be charged at the $0.0799/kWh fixed rate, up until her service end date 3/27/ Below you will find a screenshot of the customer's 1/28/ - 2/27/billing cycle which shows the customer's supply charge as $0.0799/kWh for her most recent invoice / [redacted] Style Definitions */ 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 */

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 account As of 8/12/2015, this customer’s account has been cancelled and will no longer incur any further charges beyond this dateWe surely wish there was more we could doIf you should have any additional questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power [redacted] T ###-###-#### F ###-###-####

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 account As of 8/12/2015, this customer’s account has been cancelled and will no longer incur any further charges beyond this dateWe surely wish there was more we could doIf you should have any additional questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power [redacted] T ###-###-#### F ###-###-####

This Company keeps calling over and over When I tell them I am not interested they keep going I have TRIED multiple times to just say no thank you and hang up politely They keep calling me back and the man on the phone says I must have been disconnectedI tell him no, I politely hung up on you I ask for a supervisor and am treated the same way! Both gentleman were laughing like this was entertaining to them I am trying to run a business and have to keep wasting time on these jokers! I am leery of cold calls that tell me I can get a rebate or money….etc

Complaint: [redacted] I am rejecting this response because: I never received a notice and when I called they did indeed offer me a new plan, provided I stayed with them either year or years Based on my experience with them, I choose not to do this What good is $when I paid hundreds extra? Since then they have raise the rate even higher 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 $126.15, 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

Complaint: [redacted] I am rejecting this response because:I called in June to cancel this service When I called on NovNo one at that time stated that I had to email thenThey transferred me to a supervisor and she called back and left a voicemail, again not stating that I had to send a email.This companies records are all badThey are stating that I must contact them days prior, I called on the 11th, and they still took out the payment on the 24thAgain at no point in on the 11th did the gentleman say I had to emailHe stated he would cancel.My point is I canceled in June I want my FULL refund [redacted]

Our Account Specialist sent the following email to the customer after being unsuccessful in reaching them via phone: 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 about the rates and Welcome Bonus, as a way to provide some relief a courtesy accommodation will be madeBelow you will find the breakdown of this accommodation: - Electric: - $ 3/13-4/ - $ 2/– 3/ - 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,

Hello, This email is being sent in response to the complaint filed by [redacted] – Complaint# [redacted] On 3/2/2016, [redacted] spoke with a rate specialist and elected to renew his account onto a 12-month $0.0869/kWh fixed rate The call between [redacted] and the agent has been reviewed, and it was found that, after [redacted] inquired about the commencement date of his new rate agreement; the agent forewarned him that the rate would not be retroactively applied to his accountThis is due in large part because, typically, a rate change request can take up to 1-meter reads (depending on the customer’s utility provider) prior to being reflected on a customer’s account and/or bill statement The supplier has no control over the start date of a customer’s rate change request - only their Utility can determine this date, and at that point the Utility will inform us (the supplier) of said dateAlso, bear in mind, the same day of [redacted] ***’s choice of a new rate plan He was issued a courtesy credit in the amount of $– for his 2/29/bill period, which was calculated at the difference between his new rate agreement and the rate he was charged when his original fixed rate expired and defaulted to the market rate In spite of this, we are grateful to have [redacted] as a loyal customer of ours - therefore, in the hopes to provide the ultimate customer service and satisfaction; an additional courtesy refund will be issued in the amount of $ The same formula used to calculate [redacted] ***’s first credit was used to determine his second goodwill accommodation However, the difference in this instance is that his 3/30/bill cycle was used This accommodation will be issued in the form of a check and should be received within the next 10-business daysAs for [redacted] ***’s 12-month $0.0869/kWh fixed contractThis rate plan will appear on his next received invoice statementI hope that this response has meaningfully addressed the customers concerns Should you have any further questions, please do not hesitate to contact me directlySincerely, Compliance Department North American Power & Gas

In response to Mr [redacted] ’s complaint concerning an alleged breach of contract and rate dissatisfaction; NAPG did indeed meet its contractual obligations to the customer and there was no breach Furthermore, the company certainly complied with all laws After a thorough review of the customer’s account, it was determined that a miscommunication occurred between the customer and an agent, which resulted in the customer not being charged at the rate he anticipated To rectify the situation, NAPG rerated the customer’s most recent commodity charges to the previously contracted rate and compensated him an additional $ for any inconvenience that may have been caused These accommodations yielded a total reimbursement of $122.12, which was sent to the customer via [redacted] on 1/22/(Tracking #: [redacted] ) Even more so, the company agreed to adjust the commodity charges to the customer’s final bill cycle (ending 2/11/15) to that of the utility’s standard offer, once all charges have posted Mr [redacted] was contacted and advised of this information, to which he was pleased We regret the customer was dissatisfied with our service and hope this response has meaningfully addressed this complaint Sincerely, Compliance Department North American Power and Gas

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 regret that I needed to contact Revdex.com to help resolve a problem they could have resolved on my first phone call to American Power and Gas on the 100% increase to my rate I thank Better Business for their help and I hope the check for $ they said will take business days to come ------IS MAILED OUT TO ME Sincerely, [redacted]