North American Power

Hello, Complaint# [redacted] ( [redacted] ) NAPG takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience the customer has had regarding their enrollment The charges/fees customers of [redacted] in the state of [redacted] are being assessed is not considered a 'switch fee' [redacted] - [redacted] does not assess a switch fee, however, the customer may incur a Standard Offer Billing Adjustment by the utility, which is labeled as [redacted] *** on their bill Keep in mind, since the utility changes their rate 2x yearly, they have to recoup the fees from their Standard Offer rate and actual market rates when a customer switches to a supplier This adjustment shows the fluctuation of the market and will either be a credit or a debit on the customer's bill We hope this response has meaningfully addressed this complaint Should you have any further questions or concerns, please don't hesitate to contact us Sincerely, Compliance Department, North American Power & Gas / [redacted] Style Definitions */

Hello, Complaint # [redacted] According to our records, [redacted] enrolled with NAPG on 2/12/15 via telephone onto a... 12-month$0.1299/kWh fixed term – which has been supplied to the customer for 9 billing cycles while with NAPG. Attached you will find the TPV that was completed on the date of the customer's enrollment with us. In the hopes to provide customer satisfaction, [redacted] ’s account with NAPG was cancelled and has been cancelled since 2/23/2016; he has not incurred any additional supply charges from us beyond his mentioned service end date. Should you have any further concerns, please do not hesitate to contact us directly. Sincerely, Compliance Department North American Power & Gas, LLC

Company Response to ComplaintWe regret Ms [redacted] was dissatisfied with our service and several attempts have been made to contact the customer to discuss the complaint but to no avail at this time However, as a resolution to her complaint the company has provided Ms [redacted] with an adjustment to the utility's standard offer for her bill cycle ending 1/22/15, which will result in a refund of $ This adjustment is being made as a courtesy, as Ms [redacted] had been properly notified and charged correctly Nevertheless, she can expect to receive this reimbursement in the form of a check within the next weeks.NAPG remains committed to customer service and satisfaction and we hope this response has meaningfully addressed this complaint.Sincerely,Compliance DepartmentNorth 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 Sincerely, [redacted]

NAPG offers its customers a $Welcome Bonus as an incentive for enrolling with its service Per the Terms of Service provided upon enrollment, it indicates that the customer must submit by e-mail or mail, the Welcome Bonus Redemption Request Form and a copy of their first month's bill for the applicable account showing North American Power and Gas as their supplier; within days of the date of the customer's first bill According to our records the Welcome Bonus request form was never received However and despite this, NAPG will accommodate the customer by issuing him a $accommodation check in lieu of the Welcome Bonus, as a measure of courtesy We regret [redacted] was dissatisfied with our service and hope this response has meaningfully addressed this complaint Sincerely, Compliance Department North American Power and Gas

Here is our Account Specialist's summary of the resolution with the customer: I called the customer back and played the recordingHe agreed that it was not a fraudulent enrollment and will rescind all complaints that he has filedHe was thankful that we are willing to re-rate the July and Aug invoices to the utility RTCHe was clear that I would like him to call me back when receives the Aug billing statement

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 $334.18, which is the difference between what the customer paid with us for their electricity and natural gas 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

Complaint: [redacted] I am rejecting this response because: North American charged more than 200% of the standard offerI should be able receive a refund for $for last months Sincerely, [redacted]

",sans-serif>Hello, This email is in response to the complaint filed by [redacted] L [redacted] - Complaint # [redacted] . According to our records, the customer enrolled on 4/11/onto a 12-month $0.0814/kWh fixed term which started on 5/19/2014, and was supplied for the indicated term length As a standard, NAPG sends renewal notices to advise customers of when their fixed rate obligation will 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 - this happens to be the case for Mrs [redacted] Attached you will find the customer’s renewal letters that were mailed prior to the conclusion of her fixed term Although we show that the customer was charged accordingly, in the hopes to provide customer satisfaction; should Mrs [redacted] decide to re-enroll back with NAPG onto a new fixed rate, a courtesy accommodation at the difference between her new fixed rate and the market rate she was charged on her final billing period (1/19/- 2/18/2016) with us would be issued As of 2/18/2016, Mrs [redacted] ’s account has been cancelled with us and has not incurred any additional supply charges since this date Should you have any further questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power & Gas, LLC

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 may have had with NAP An attempt has been made to contact the customer to inform them within the next 10-business days, they will receive a check in the amount of $50.00, which will be a substitute for the $welcome bonus [redacted] gift card that was never received However, the attempt was unsuccessful, but a detailed voice message was left Cordially, Compliance Department North American Power & Gas / [redacted] Style Definitions */

The following correspondence is made in response to the complaint filed with the BBB against North American Power and Gas (“NAPG”) by Customer, [redacted] . In the complaint, Mr. [redacted] expressed 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 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. [redacted] . In late December 2014 the customer made contact with the company and despite his renewal letter being mailed to him on 7/28/2014, he was provided several options concerning his account and was even offered an adjustment to his last bill cycle. However, he declined the resolution offered. That being said, we wish there was more that we could do. NAPG remains committed to customer service and satisfaction and hope this response has meaningfully address 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 meThe check was received today and has been depositedShould any further issues occur with the next billing cycle, I will be sure to contact you again for support Sincerely, [redacted]

Hello, This is in response to the rebuttal email received from [redacted] - Complaint # [redacted] . We show no records of Ms. [redacted] ’ or her father’s account ever being cancelled without their authorization. On 11/10/2015, both parties had contacted our customer care department to request that their accounts be terminated and switched back to their respective service supplier. This request was processed and their utility provider were made aware of the customer’s intentions to transition back them. Again, bear in mind, that only the Utility can set a start date or end date for any account, which leaves the alternate supplier without any control or the ability to schedule a cancellation for a specific date or time. Due to this reason, we routinely advise customers that it can take from 1-2 meter reads before their account is switched from us to the new supplier. Below you will find the link to NAPG’s Terms of Service which will provide more details regarding the changing and/or termination timeframe for one’s account. [redacted] We hope that you found this response meaningful. Should you have any further questions or concerns, please do not hesitate to contact us. Sincerely, Compliance Department North American Power [redacted] T ###-###-#### F ###-###-####

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] ***

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 weather. We 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 $243.20. We sent an email to the customer outlining these points. We 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] ) 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 / [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 meAs long as I actually get this check Sincerely, [redacted]

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 date Also, 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 $41.89.? 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 days As for [redacted] ***’s 12-month $0.0869/kWh fixed contractThis rate plan will appear on his next received invoice statement I hope that this response has meaningfully addressed the customers concerns.? Should you have any further questions, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power & 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 $135.49, 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 past two billing cycles 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] North American Power [redacted] T ###-###-#### F ###-###-#### / [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, Mr [redacted] expresses dissatisfaction with the variable rate charged following the expiration of his fixed contract and states he requested a phone call before the contract ended 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 That said, if the customer wishes to cancel their service, they can do so at any time, in accordance with the Terms of Service provided at that time of enrollment This was the case with Mr [redacted] At this time Mr [redacted] ’s supply service has been cancelled and his service returned to the utility’s standard offer on 12/16/ NAPG is currently making attempts to contact Mr [redacted] 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