North American Power

Here is our Account Specialist's summary of the resolution with the customer:
I spoke to *** *** and let her know about the additional refund of $that is going to be issued for the last month of serviceI also confirmed for her that the account is no longer in serviceShe appreciates this and will relay the information to her husbandShe also inquired about what rates are available for re enrollment if they decide to come back, I let her know what they are currently but let her know it is subject to changeThey are going to consider re-enrollment

Hello,
Complaint# *** (*** * ***)
We at NAPG
take all customer claims very serious and will diligently investigate the
customer's account to provide a reasonable response according to our reports
However, we
are unable to locate an account for Mr*** using
the customer information
provided
Can you please provide an email address, account number, alternate phone number (associated
with the account) or the account holder's name as shown on the billing invoice?
This additional information will assist us in finding the account in
question
Should you have any further questions or concerns, please do not hesitate to
contact me
Sincerely,
Compliance DepartmentNorth American Power & Gas

Here is our Account Specialist's summary of the resolution with the customer:
I was able to contact the customer regarding the complaintWe discussed the complaint briefly, I apologized for the inconvenience they experienced and I informed them that after a
review we have decided to provide a courtesy accommodation of $that they should receive within weeks at the verified addressI was very clear with the customer that this does not in any way have any bearing on the collections letter she receivedI deemed them entirely separate subjects and addressed solely the complaintThe customer was very happy with this resolution

",sans-serif>Hello,
This email is in response to the
complaint filed by *** *** - Complaint #***.
As Mr***
has indicated in his complaint summary.
He was once enrolled onto a fixed rate which was supplied to its
entirety, but later expired and defaulted to the market rateThis is due in large part, because the
customer took no action to renew his fixed plan prior to the rate change cutoff
date (1/6/2016) specified in his renewal letterAlthough Mr*** is correct regarding the expiration
date (1/22/2016) of his fixed term, should he have contacted us after 1/6/
or on the term expiration date his rate change request would not have processed
in time for the his Utility to accept and apply the new rate to his accountAs
a means to warn customers of this caveat, and in the hopes to assist customers
in the avoidance of the variable rate, a renewal notice is mailed that shows the
deadline date to contact us to ensure that one’s newly chosen rate is applied seamlessly
at the conclusion of the initial fixed rate term
As of 2/19/2016,
Mr***’s account has been cancelled and will not incur in further supply
charges from NAPG beyond this date.
Though this might be the case, in the spirit of providing customer satisfaction
- we would gladly offer Mr*** an accommodation at the difference between the
variable rate he was charged for his final month and the current fixed rate
being offered to former or existing customers of NAPG, should Mr*** decide
to re-enroll with us
Attached you
will find the renewal notice that provides the specified dates in which the
customer should have contacted us by phone or logging onto their online account
to make the appropriate rate changes
Should you have any further
question or concerns, please do not hesitate to contact me directly
Sincerely,
Compliance Department
North American Power & Gas

Complaint: ***
I am rejecting this response because:Let me provide another picture of how absurd North America
Power was with their charges:
Based on the rate difference provided by NAP it appears that
I over paid for my electric supply from July through March by $713.87!!!
Again, I reiterate the fact that the first “HIGH” bill I
should have received in December 2014, North America Power did not include their
supply fee in the bill. Instead this was
added onto the last bill in March 2015.
If I had received such bill, I would have immediately noticed the
problem then.
In addition, how is it that they had no problem
transitioning services over to them when I originally signed up to be able to
immediately start charging me the very next bill, yet when I want to cancel it
takes them almost months?
Then to add to insult, when I first bring up the issue, I am
offered to lock into another contact with a higher rate than ***. Now, does this make any sense to you? When I point out the problem, their solution was
“take it or leave it.” When I ask to
speak with a supervisor, I am told to email customer service instead of
calling. Then after a two phone call,
email complaint, and third party online resolution complaint, I receive a phone
call from “***” who was only available between 10am to 2pm to discuss my
complaint. As a result, I had no choice
but to take time out of work day to discuss the matter with her. Her offer, adjust the last bill, which was
the lowest amount since the winter months.
So, not only do I believe their business tactics is less
than honorable, perhaps even devious, I believe their customer service was
absolutely deplorable. This is clearly
shown by their Revdex.com rating of C!!
Given all these, please explain to me how you think a refund
of $plus a “gift” of $for my troubles would be sufficient? I over paid by $to North America Power and endured this hassle for over
months now!
Sincerely,
*** ***

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.
According to our records, *** *** renewal letter was sent to him on 5/13/2014. Therefore, the company met its contractual obligations to the customer. We regret if *** *** did not receive his letter and apologize if he had an adverse experience
And so, he is encouraged to contact NAPG’s escalation hotline at *** *** *** to speak directly with an escalations agent if he wishes to further discuss this matter. We look forward to an amicable resolution to his concerns
Sincerely,
Compliance Department
North American Power and Gas%

Complaint: ***
I am rejecting this response because:
"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." < WE REQUESTED THAT OUR ACCOUNTS BE TERMINATED ON 12/31/15, NOT THE DAY THAT WE CALLEDIt is certainly not the caller's fault if the receptionist answering the phone does not take down all of the information correctlyWe also should have been told that the contracts would be terminated immediately and we should call closer to the end of the yearWhat ever happened to "the customer is always right"? No one at NAP is even taking responsibility for this errorI, the customer, am certainly not going to be held responsible for this wrongdoingIt boils down to this, we called in Nov to request that our contracts be terminated at the end of Dec and they were terminated in Nov; if you called a bakery and ordered a New Year's cake for Dec 31st and they went ahead and unapologetically made it for Nov 12th, I think you'd be pretty upset because what you (the customer) had requested was not fulfilledThanks but no thanks for the terms of service - day late and a dollar shortWe should have been advised of the immediate termination during our first phone call in Nov - full disclosure
Sincerely,
*** ***

The following correspondence is made in response to the complaint filed with the Revdex.com against North American Power and Gas ("NAPG") by Customer, *** ***In the complaint, *** *** states he never received his renewal letter and requests a refund
"">
Regrettably, NAPG is unable to provide *** *** with record of his renwal notice at this time Therefore, as a resolution to his complaint the company will honor *** ***s's requet for a refund of $ *** *** 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

Complaint:***
I am rejecting this response because:
The only call I received from North American Power was today
3/12/15, two weeks after contacting the Revdex.com
After my original conversations with North American Power on 2/23/when
I was told the rate given me of cents per KWH would not be honored, I
decided to switch back to *** ***.
I did not want to continue to be billed at the current rate of
cents per KWH
I am on a fixed income and could not afford to send you an
extra $that I did not owe, so, with no resolution in sight, I paid the
bill less the $101.10.
What I need is a credit on my next and last bill for
the $instead of a check, with no late fee assessed. I also would like the disclosure rate of
cents per KWH to be honored for my last bill
These are the terms I will accept
Sincerely,
*** **
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
HOWEVER, THEY ARE LYING I JUST GOT ONE EMAIL FROM THEM THIS WEEKTHEY HAVE NEVER TRIED TO CALL ME OR MAIL ME ANYTHING I DON'T CONSIDER ONE EMAIL "SEVERAL ATTEMPTS"!!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Expect North American Power
and Gas, LLC (NAPG) to refund the overcharged $ 2,857.63, in compliance with laws and applicable wholesale price index based pricing.
Sincerely,
*** ***

","sans-serif"">Hello,
Complaint #*** (*** **)
NAPG takes the
satisfaction of both our customers and our potential customers very seriously,
we apologize for the challenging experience the customer has had their refund.
Upon further review,
it has been determined the customer was issued a total accommodation in the
amount of $However, due to an administrative oversight the promised
refund accommodation was processed into individual refundsBased on the
customer account details, the first accommodation in the amount of $has
been mailed to the customer and should be received within the next 5-business
daysThe second accommodation in the amount of $has been processed, the
customer can expect to receive this refund within the next 10-business days
Lastly, the early
termination fee that would be assessed for the premature cancellation of the
customer’s fixed rate has been waived
We truly apologize
for the customer’s inconvenience they may have experienced during this process
Should you have any
further questions or concerns, please do not hesitate to contact me
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T
***
F
***

Light",sans-serif>Hello,
This is in response to the complaint filed by *** *** -
Complaint # ***
We at NAPG
take the customer’s claims very serious and have reviewed Ms***’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 $was mailed out Ms*** on Wednesday, December 23, 2015. The USPS was the method used to ship said check
to Ms*** who happens to be a resident of ConnecticutTypically, the estimated time of arrival for
an item mailed to an in-state resident is approximately 2-business days
Therefore, Ms*** 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***
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***’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 doIf you should have any additional questions or concerns,
please do not hesitate to contact us directly
Sincerely,Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

","sans-serif"">Hello
(*** ***)
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 *** 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 directly. Sincerely,*** *** North
American Power** *** *** *** *** *** *** ***T ###-###-####F ###-###-####

Hello,
This is in
response to the complaint filed by *** *** Complaint # ***
The
enrollment for this customer
has been delayedThe reason for the delay is
because the rate that the customer signed up for was offered before the rate
code was accepted by the utilityIf the enrollment was sent to the utility
immediately then the customer would be enrolled on the incorrect rateTo avoid
that North American Power had to make the decision to hold the enrollment until
we receive confirmation from the utility that the rate has been made effective
on their endWe expect the enrollment requests to be submitted by 11/1/The
customer is going to receive the rate he contracted for and for the exact term
he enrolled on with North American PowerWhen we became aware of the issue we
made attempts to contact the customer via phone and letter to let them know the
enrollment was going to be delayed, and the reason for the delayAttached you
will find a copy of the letter that was mailed to the customer
Should you
have any further questions or concerns, please do not hesitate to contact me
directly
Sincerely,Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

Complaint: ***
I am rejecting this response because: To date I have not received a check. I spoke to Stephan on 5/25/and a check was to go in the mail that day. today is June and I do not have a check
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: They did not address the fact that they raised my electricity rate nearly double in monthsYet they offered me a rate nearly half my current rate if I sign up for a month fixed rate when I called to complainI already switched so this was not an optionThey did try to reach me three times to talk to me at my home numberI called back three times, each time I had to leave a message as there was a recording. Each time I left my cell number to contact meThey still called my homeNo one has returned my calls
Sincerely,*** ***

The
following correspondence is made in response to the complaint filed with the
Revdex.com against North American Power and Gas (“NAPG”) by Customer, *** ***. In the complaint, Mr*** expresses 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 (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. This was the case with Mr***
In November the customer made contact with the company and was provided several options concerning his account however, he declined and decided to cancel. Therefore, at
this time the customer's supply service has
returned to the utility’s standard offer on 12/10/
NAPG
is currently making attempts to contact the customer to further discuss his
concerns. He should expect a call from
an NAPG customer service agent at any time prior to Friday, 1/9/2015. We look forward to resolving this matter
amicably
Sincerely,
Compliance
Department
North
American Power and Gas

Hello,
Complaint # *** - *** ***
Attached you will find the charge summary of Ms*** account, which
illustrates the customer's supply charges incurred, and payments submitted to
NAPG.
Should you have any further questions or concerns, please do not
hesitate to
contact us directly
Sincerely,
Compliance Department
North American Power & Gas

Dear *** *** This is in pursuant of your Revdex.com complaintPlease be advised that our records indicate that your service began with NAP on June 4, with a month contracted rate at 0.0699/kWhThe effective dates for this plan were from June 4, through December 11,
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 According to our records, your renewal letter was sent on November 10, 2014, prior to the expiration of your fixed contract. Our records indicate that the letter was sent to the address of *** **, *** ** ***This appears to be differ than that listed in the complaint. With that being said, you very well may have not received the mailings We have adjusted the account to reflect the expired fixed rate instead of being what you were billed on the variableWe have credited the account for $This amount will be issued in the form of a refund checkThis check will be sent to the address of *** *** *** *** * ** *** within the next 3-weeks On January 12, 2015, We received notification from *** *** *** that you had changed suppliers with a service end date of February 4, We apologize for any inconvenience that this may have caused you. We hope this response has meaningfully addressed this complaint. Should you have any further questions or concerns, please don't hesitate to contact us at *** * Sincerely, *** ** Compliance Department North American Power and Gas CUSTOMER EXPERIENCE INFORMATION Customer Information: *** *** *** *** *** *** *** * ** *** Daytime Phone: *** E-mail: ***