North American Power

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***4, and find that this resolution is satisfactory to me
Thank you for your help in this matter and glad to know they offered a refund I hope to receive shortly
Sincerely,
*** ***

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 an accommodation in the amount of $that they should receive within weeks at the verified addressThe customer was very happy with this resolution and will certainly consider using NAP in the near future on multiple propertiesI provided them my direct line if they should have any further questions or concerns

Complaint: ***
I am rejecting this response because:I was not offered a $*** gift card and a $***.com gift certificate as previously noted in the response from the business to me
Sincerely,
*** ***

Hello,
This is in response to the rebuttal
email received from *** *** - Complaint # ***We show no records of Ms***’
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 supplierThis request was processed and their utility
provider were made aware of the customer’s intentions to transition back themAgain, 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-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.
***
We hope that you found this
response meaningful. Should you have any
further questions or concerns, please do not hesitate to contact usSincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

Hello,
*** *** - Complaint # ***
We
at NAPG take the customer’s claims very serious and have diligently
investigated Ms***’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 *** 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 daysShould you have any further questions or concerns, please do
not hesitate to contact me directly
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

Upon receipt of this complaint, our Account Specialist researched the issue and provided a summary of the resolution (below):
This issue has been resolvedOn 3/6/2014, we issued a refund in the amount of $for the billing error
I’ve sent the check to Ms*** via FedEx overnight late last week

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 year.What 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 fulfilled.Thanks 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,
*** ***

I sent a reply e-mail to North American Power with my cell phone numberNo attempt by company to contact me so farThe company stated in their correspondence to the Revdex.com they attempted to contact my home phoneI reviewed all incoming calls to our home and there were no calls from the companyThe correspondence they sent to the Revdex.com regarding the complaint is erroneous: the company has not attempted to contact us to date

The company has made attempts to reach Ms*** to discuss her concerns but to no avail at this time. After a thorough review of her account it was determined that due to an administrative error, her cancellation did not take effect following her request. Ms*** can rest assured that
NAPG will provide her with an adjustment to her charges from the date when her initial cancellation request made We regret any inconvenience this matter may have caused to the customer and further attempts will be made to contact her. We look forward to resolving this matter amicably We apologize for the delay in this response and ask that you update your records accordingly Regards, *** *** Compliance Manager *** *** *** * *** * ** *** *** * *** ** *** tel: *** *** *** * *** *** *** ***

Hello,*** ***, Complaint # ***On 9/30/2016, this customer enrolled with us via the web and selected a 12-month $0.0579/kWh fixed rate that was supplied for the indicated term lengthAs a standard NAPG policy, prior to the conclusion of any customer’s rate plan, a renewal notice(s)
are mailed advising the customer of the impending expiration of their contract, and encourage them to contact us to renew their rate agreement before its end As stated in these terms, if the customer takes no action, their account would default to a market variable rate.According to the customer’s account details, they submitted their cancellation request through their utility provider, who then informed us of the customer’s intentions of cancelling and their service end date. As of 2/15/2018, the account in question has been cancelled and has not incurred any additional NAPG supply charges beyond the indicated service end.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,This email is being sent in response to the complaint filed by *** *** Complaint # *** - which *** *** has asserted that *** coaxes potential consumers by offering free gift cards and competitive 6-month fixed rate plans to only later expose these consumers to a variable rate at
the conclusion of their rate agreement without any warningTo begin; we have attempted a search through our database in order to locate an account belonging to *** *** using the customer information provided. However, we were unable to find any accounts associated with this dataTherefore, if *** *** is a current customer or is a former customer of ours, we would kindly request that we be provided with any additional account detailsThis would help us mightily in our search, and would allow us to properly address his concerns based on the details reflected on his account.With esteem to *** *** above free gift card claimsAll newly enrolled customers who have signed up for either electric or natural gas supply service with *** are eligible to receive a Welcome Bonus - which can amount up to a $prepaid *** *** ***Now, if the said member also enrolls both their gas and electric accounts with us they may also be eligible to receive up to an additional $bonus - a potential of totaling up to $100.00. All the customer has to do is download, read and mail us back the Welcome Bonus redemption form and they will have instantly begun the redeeming process for their Welcome BonusThis is our way of saying thank you to the newest members of our *** energy family. Accompanied with *** *** displeasures with our Welcome Bonus process he also presents concerns about our rate plans. We place a great deal of effort into providing all consumers with a competitive fixed rate within the regions in which we marketThough we do offer 6-month rate plans; we also provided various fixed agreements with the term length lasting beyond a month period In the past and as of to-date we offer 8, 9, and even month fixed rate contracts. The length of a term depends many factors such as the current and future market conditions. As a standard, we send renewal notices to advise customers as to when their fixed rate obligation will expire and encourage them to contact us to renewAdditionally, as stated in the terms, if the customer takes no action their account will default to the standard variable rate.I hope that this response meaningfully addressed *** *** questionsShould you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance DepartmentNorth American Power & Gas

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I requested an explanation and actual calculation before I accept offer my numbers that I calculated was and did not include my last bill which they told me also needed to be recalculated

Complaint: ***
I am rejecting this response because: *** *** at North American Power has not sent the refund check for $that was promised in a letter I received from the Revdex.com He has also not addressed the issue that NAP has continued to overcharge me at the variable rate after being informed that I did not select their variable plan Additional overcharges of $were taken from my credit card for March and I dont have the April bill yetI suspect more overcharges are occurring
Sincerely,
*** ***

Hello,This email is being sent in response to the complaint filed by *** *** - Complaint # ***We at North American Power & Gas take the satisfaction of both our customers and potential customers very seriously, and we apologize for any challenging experience *** *** might have
had. With the hopes to rectify this matter with *** ***, he was recently contacted in order to discuss and address the issues summarized in his complaint report; and we're happy to inform you that the customer's concerns have been addressed. Should you have any further questions, please do not hesitate to contact us directly.Sincerely, Compliance DepartmentNorth American Power & Gas

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
I did ask them to rerate my account back to February and they declined
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Per the attached spreadsheet, excessive charges were incurred from April through March for the electric charges as highlighted on this form. Electric charges above and beyond what would have been paid had I never changed suppliers amounted to $from April through March 2014. The company offered reimbursement for the last two months only in the amount of $127. This is unacceptable
In addition, the company did not address the excessive gas charges above and beyond what my local supplier would have charged had I not switched suppliers. As you will see on the attached spreadsheet, from April throguh February the excessive charges only amount to $505. The company never addressed this overage. This is unacceptable.
Both *** and *** kept their rates constant over the same time period and North American Power had extreme fluctuation. Why?? North American solicited business under the pretense of saving customers money. This was not the case. The facts are attached.
The spreadsheet does not include delivery charges as that does not apply to North American Power
Sincerely,
*** ***

Company Response to Complaint:
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 was the case with Mr***
As a courtesy and resolution to this
complaint, NAPG will rerate Mr***'s last bill cycle to the utility's
standard offer and issue him a reimbursement for the
difference. Contact is being made to advise Mr*** of this
information. As an alternative he is also encouraged to contact NAPG's
escalation hotline at *** ext*** to speak directly with an
escalations agent.
We hope this response has meaningfully
addressed this complaint.
Regards,
Compliance Department
North American Power and Gas

Complaint: ***
I am rejecting this response because: I have received a check from NAP for $"as a token of our sincerest apologies for your inconvenience." Thank you for that The balance of the over-charging is $ The minimum of over-charging totals $based on ***'s rate compared to NAP's real rates This is NOT a total comparison of NAP's advertised rate (.084) that was to be LOWER than ***'s
My 1st bill with NAP started on 5/3/ For months the rate was lower, then went above *** From that date forward; NAP's rate was higher than ***'s I'm confused about NAP's claim of a horrible winter during 2013- Why were the rates higher for part of 2012, and all of - during spring, summer, and fall?
I have never been told of any changes in rates, nor "variable," or "fixed" rates Not by mail or email The last communication that I received from NAP was an email on 9/18/stating that I'm "saving percent" over *** My NAP rate was already higher than ***'s rate for August and September I am still confused as to how and why this type of business exists In my complaint; I state that I will be satisfied with the return of MY money that I was over-charged based on ***'s rate, not a token If necessary; I have all of the rates from NAP and *** during the period of our relationship
Thank you
Sincerely,
*** ***

Hello, Complaint # ***, *** *** 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

We have attempted to contact the customer several times so that we can explain the reasons behind the higher variable rates this winter, in addition to discussing a resolution to their disputeWe encourage the customer to contact our Account Specialist, ***, at *** or at
***