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 $407.34, 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 (for electric) and last two billing cycles (for gas) 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, [redacted] - Complaint # [redacted] (Follow-up)Attached you will find a copy of both the issued accommodation check and the tracking receipt for the customer's packageShould you have any further questions or concerns, please do not hesitate to contact us directly-Compliance DepartmentNorth American Power & Gas

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 year, unfortunately, wholesale prices for both electricity and natural gas have sky-rocketed as a result of a severe winter energy shortage caused, in large part, by the extraordinarily cold weather 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 $289.55, 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 two billing cycles Lastly, the customer will be refunded the difference at the utility’s rate-to-compare for last billing cycle with NAP We encourage the customer to contact me directly at [redacted] with any additional questions or concerns - [redacted] North American Power [redacted] ***T ###-###-#### F ###-###-####

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 yearAfter the customer’s fixed rate expired, as outlined in the terms of service, the account continued onto our variable rate for one month However, we’re happy to inform you that this matter has been resolved with the customer, and an accommodation check in the amount of $282.96, 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 past three billing cycles The customer will also be re-rated to NAPG’s current fixed rate for their final month of service with NAPThe account will no longer be enrolled with NAP as of 9/11/ 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, ( [redacted] ***) We at NAPG take the customer’s claims very serious and have diligently reviewed Mr***’s account to provide a reasonable response according to our records The customer claims that he was not notified of the expiration of his fixed rate It is customary that NAPG sends renewal notices to advise customers of the conclusion of their fixed rate contract, as well as, suggesting that the customer contact us to renew their rate plan It is worthy of note to point out that noted in the renewal letter - the terms indicate, if the customer takes no action, their account will default back to the standard variable rate plan Our records indicate, that the customer was correctly billed and properly informed of the pending expiration of their fixed rate Attached you will find Exhibit A, the renewal letter that was mailed to the customer before the expiration of their fixed rate Although this customer was charged accordingly, as a courtesy, an accommodation of $will be issued to the customerThis was calculated at the difference between the variable rate the customer was charged and what they would have paid if they were charged at the fixed rate plan they were enrolled into before the plan expired ($0.0799/kWh) for the customer’s 10/8/– 11/7/billing cycle Several attempts have been made to contact this customer and inform them of the accommodation, but these attempts have been unsuccessful Should you have any further questions or concerns regarding this matter, please don’t hesitate to contact me directly Sincerely, [redacted] North American Power [redacted] ***T ###-###-#### F ###-###-####

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 $76.09, 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

Here is an update on our resolution efforts with the customer, per our Account Specialist: I called out to the customer for the third time to go over the complaint and discuss a resolutionThere was no answer, so I left a detailed message with the following info: I advised that the plan moved into our variable rate plan upon the expiration of their fixed rate, which was near the same time that he switched to another supplierI advised that the account is now cancelled, that there will be no Termination Fee and that a courtesy accommodation will be made for him for that last month in the amount of $104.52--which he should receive in the next 1-weeks

Hello, [redacted] As of today (2/18/2016), Mr***'s phone number has been removed from NAPG's call list It is important to note, that after a phone number has been placed on the DNC list, it can take up to hours before this request is updated within our database.We regret that Mr [redacted] had an adverse experience and hope this response has meaningfully addressed his complaintShould you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

Hello, This is in response to the complaint filed by [redacted] - Complaint # [redacted] In reviewing the customers’ enrollment, it was discovered that the rate was released internally before our Operations team received final confirmation from the utility that the rate was ready to “go-live” If the enrollment was sent to the utility immediately then the customer would have been enrolled on the incorrect rate Once we became aware of the issue, we reviewed existing protocols and implemented steps to ensure that our operation team is the last step in the Company’s rate release protocols The safeguards implemented will prevent early rate release, and subsequent filing of these rates on the rate board The enrollment request for this customer was submitted on 11/1/15, and it was confirmed that the customer’s supply with NAPG began on 11/5/ Please note the customer will receive the rate he contracted for and for the exact term he enrolled on with North American Power Also, we had mailed a letter to inform Mr [redacted] that his enrollment would be delayed, and the reason for the delay Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power

? Complaint: [redacted] I am rejecting this response because: The variable rate is surreptitious and price gouging the consumer? Sincerely, [redacted]

Hello ( [redacted] ) NAP 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 account Our records indicate, on 11/11/2014, that the customer called into our customer care department to request cancellation of their accountHowever, contained in the NAPG Terms Of Service, it clearly specifies that a customer’s cancellation notice must be received via email at least five (5) business days prior to the scheduled charging of your credit card in order to avoid future charges, in this case, the customer was informed by the CSR to send an email to [redacted] to request the cancellation of their account Attached you will find the TOS that outlines the specifics pertaining to the cancellation of an account Although this customer was charged accordingly, as a courtesy, the $that was debited for the customer’s November billing period will be refunded back to the customer debit/credit cardThe customer is no longer enrolled and will not incur any further charges from NAPG We certainly wish there was more we could have done and regret that the customer was dissatisfied with our service Should you have any further questions or concerns regarding this matter, please don’t hesitate to contact me directlySincerely, [redacted] North American Power [redacted] ***T ###-###-####F ###-###-####

Here is the email that our Account Specialist sent to the customer: Hello Mr& Mrs***, With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been astronomically high in Illinois this winter—in fact, they've been high throughout the Tri-state, 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 courtesy accommodation will be issued to youBelow you will find the breakdown of this accommodation: – Electric · $– 4/05-5/ · $– 3/06-4/ · $– 2/05-3/ · $– 1/06-2/ · 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 a [redacted] if you have any questions or concerns Thank you,

Hello, [redacted] - Complaint # [redacted] To better address [redacted] concerns and to thoroughly explain the renewal processes, an analyst in our department has attempted to contact her, however, they were unsuccessfulFurther attempts will be made to reach [redacted] in order resolve her dispute.Should you have any further questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power & Gas

v\: [redacted] o\: [redacted] w\: [redacted] 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 However, we’re happy to inform you that the customer’s concerns have been addressed, and the process in which the promised accommodations would be applied to her account has been thoroughly been explained The customer now understands how and where the credit can be located on her invoices Lastly, the customer was issued an additional accommodation of $83.66, 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 8/27-9/billing cycleThis accommodation will also be applied to the customer’s account as credit We encourage the customer to contact myself directly at [redacted] with any additional questions or concerns - [redacted] , Regulatory Compliance Analyst North American Power [redacted] / [redacted] Style Definitions */

Hello, Complaint # [redacted] The satisfaction of our customers whether current, potential or former means a great deal to us here at NAPGTherefore, we do our best in order to amicably address a customer’s concerns or grievancesAfter a thorough review of our email inbox history and [redacted] account, the referenced cancellation email in question was retrievedHowever, due to a clerical error, the drop request for [redacted] account was not properly processedTherefore, as a means to rectify this issue [redacted] will be issued a refund in the amount of $This refund was calculated by, determining the difference between the variable rate he was charged and what he would have paid at his Utility’s price-to-compare on his 11/15/2016, 12/15/and 1/17/billing cycles [redacted] refund will be issued in the form of a check and should be received within the next 10-business daysWe truly apologize for any inconvenience or frustration MrWhite might have experiencedHowever, we hope that this response has meaningfully addressed all of his concernsAs always, should you have any further questions please feel for to contact us directlySincerely, Compliance Department [redacted] ***

Our Account Specialist sent the following email to the customer, after being unsuccessful in contacting them via phone: Hello Mr& Mrs [redacted] You were enrolled into the fixed, however, the fixed rate expired and defaulted into the variable rate With regards to the higher-than-usual variable rate that you received last month, wholesale electricity costs have been astronomically high in New Jersey 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 courtesy accommodation will be madeBelow you will find the breakdown of this accommodation: Electric - - $- 3/06-4/ - $- 2/06-3/ - Difference at the utility’s rate to compare Total refund $ The accommodation will be issued to you in a check and 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, /> ( [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 [redacted] *** enrolled in our guaranteed savings plan which expired and continued onto a variable rate at the expiration of the guaranteed savings term However, we’re happy to inform you that the customer’s concerns have been addressed, and an 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 past two billing cycles Lastly, the customer will also be re-rated to the utility’s rate-to-compare for their final month of service with NAP We encourage the customer to contact me directly at [redacted] with any additional questions or concerns [redacted] , Regulatory Compliance Analyst North American Power [redacted]

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] ***'s renewal letter was sent to her on 7/28/2014, prior to the expiration of her fixed contract and in accordance with New York Rules Therefore, the company met its contractual obligations to the customer We regret if [redacted] does not recall receiving her letterAttempts have been made to contact the customer to discuss her complaint but to no avail at this time Therefore, she is encouraged to contact NAPG’s escalation hotline at [redacted] to speak directly with an escalations agent We look forward to an amicable resolution Sincerely, Compliance Department North American Power and Gas

We respect [redacted] 's position on the matter and encourage him to contact our escalations hotline at [redacted] ext [redacted] to further discuss his concerns We regret he was dissatisfied with our service and wish there was more that we could doSincerely, Compliance Department North American Power and Gas

v\: [redacted] o\: [redacted] w\: [redacted] Hello, [redacted] - Complaint # [redacted] We at NAPG take the customer’s claims very serious and have diligently investigated Ms [redacted] ’s account to provide a reasonable response according to our reports Please note that within the terms of service, it indicates that the customer must email or mail the request form and a copy of their first month’s bill for the applicable account showing North American Power and Gas, LLC as the supplier within days of the date of the customer’s first bill (the “Expiration Date”) Based on the customer’s account details, we do show that a $welcome bonus was mailed to the customer, however, we are awaiting confirmation from our promotions department to verify if the welcome bonus which was mailed to the customer in the form of a [redacted] gift card was activated and used In the interim, in the hopes to provide customer satisfaction; an accommodation in the amount of $will be issued to the customer as a substitute for the alleged welcome bonus that has not yet been received This accommodation will be mailed to the customer in the form of a check and should be received within the next 7-business days.Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power [redacted] T ###-###-#### F ###-###-#### / [redacted] Style Definitions */