North American Power

Complaint: [redacted] I am rejecting this response because: The company never changed the agreed rate per kilowatt on our electric bill as per our conversation with [redacted] on 9/22/8am confirmation # [redacted] Translate Desired Settlement / Outcome Desired Settlement: select Desired Outcome: I want a refund of the difference for the months of September, October, November, December and locked fixed rate that we agreed upon Sincerely, [redacted] ***

v\: [redacted] o\: [redacted] w\: [redacted] Hello, ( [redacted] ) NAP takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience [redacted] has had regarding her account On 12/13/2013, [redacted] enrolled into a 12-month fixed rate which provided savingsAs a standard, NAPG sends renewal notices to advise customers when their fixed rate contract is soon to expire and encourage them to contact us to renew their rate plan In [redacted] ***’s case, she contacted our customer care department to discuss potential rates being offered to renewing customersUltimately, on 12/12/2014, [redacted] decided to renew into an 11-month $0.1279/kWh fixed rate Since the time, [redacted] renewed her fixed rateShe has expressed displeasure, because the new fixed rate is currently above her respective utility provider’s current standard to offer rate Keep in mind, that there are numerous factors that go into determining renewal rates that are offered to all customers, however, NAPG works hard to provide competitive ratesIn this instance, NAPG’s fixed rate is slightly above [redacted] ***’s utility provider’s rate-to-compare Although [redacted] knowingly enrolled into a the 11-month $0.1279/kWh fixed rate, in the spirit of customer satisfaction, we will be rerating the customer to the fixed term of $0.1139/kWh for 11-monthsIt is important to mention, for any enrollment, cancellation or rate change request it may take up to 1-meter reads before the request is reflected on the customer’s invoiceTo further accommodate the customer, we at NAPG will compensate the customer at the difference of the $0.1139/kWh fixed rate for the customer’s supply, until the $0.1139/kWh fixed rate has been reflected on the customer’s invoice Contact has been made with the customer and they were made aware of the mentioned accommodations Should you have any further questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power [redacted] / [redacted] Style Definitions */

Update:As of 11:24pm today North American Power has called me back and after reviewing my initial enrollment call, they have allowed me to cancel my contract with them without any cancellation fees

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] Style Definitions */ - [redacted] North American Power [redacted] T ###-###-#### F ###-###-#### / [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 me Thank you for your assistance Sincerely, [redacted]

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, Ms [redacted] expresses dissatisfaction with the variable rate charged following the expiration of her fixed contract To start, it is NAPG’s standard practice to notify its customers prior to the expiration of their fixed contract and provide them with options to renew 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 Ms*** At this time Ms***’s supply service has been cancelled and returned to the utility’s standard offer on 12/12/ However, as a courtesy, NAPG will adjust Ms***’s charges for her December bill cycle and credit her the difference in cost She should expect a call from an NAPG customer service agent no later than Friday, 1/9/to discuss any other concerns she may have 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

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 / [redacted] Style Definitions */

Hello, [redacted] ?" Complaint # [redacted] ",serif>NAPG takes the satisfaction of both our customers and our potential customers very seriously, we apologize for the challenging experience that Mr [redacted] has had However, Mr [redacted] account has been thoroughly reviewed, and we are happy to report that Mr [redacted] was contacted and this issue has been resolved Should you have any further questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power

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]

Complaint: [redacted] I am rejecting this response because:Requested amount is $and the offer is less.I have paid in excess totalling $for billing period past the expiry of fixed rate.The amount offered is only for periods and does not take into account the bill for Dec -Jan Sincerely, [redacted]

Hello,Complaint # [redacted] We show that on 6/1/2015, [redacted] enrolled with NAPG onto a 6-month $0.0899/kWh fixed term According to the customer’s account details, the fixed rate was supplied for the indicated term length – which started on 7/8/and lasted until 1/6/ As a standard, NAPG sends renewal notices to advise customers as to when their fixed rate obligation will expire and encourage them to contact us to renew their rate plan Additionally, as stated in the terms, if the customer takes no action their account will default back to the standard variable rate Although this happens to be the case for this consumer; with the hopes to provide customer satisfaction, we would offer [redacted] an accommodation at the difference between the rate she was charged with us and what they would have paid if she were enrolled onto our current fixed plan agreement (12-month $0.0909/kWh) for existing customers in her area However, since 3/7/2016, her account has not been cancelled with us Therefore, she would have to re-enroll with us in order to take advantage of the mentioned rate plan and courtesy accommodation.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department North American PowerGlover Ave, Third Floor, Norwalk, CT, 06850T ###-###-####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 $398.67, 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] with any additional questions or concerns

We're truly sorry that Mr***, 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 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 $257.13, 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 can also confirm that the customer has a service end date of 4/7/14, and will receive a rate of cents/Therm for their last billing cycles with us 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, This email is in response to the complaint filed by [redacted] We at NAPG take the customer’s claims very serious and are thoroughly reviewing MsAllen's account to provide a reasonable response according to our reports.? However, our investigation into this complaint has not concluded.? Therefore, we are kindly requesting a 5-day extension in order to provide a full response based on our findings We truly appreciate your patience and assistance with this request If you should have any questions or concerns, please do not hesitate to contact us directly Sincerely, Compliance Department North American Power

v\: [redacted] o\: [redacted] w\: [redacted] Hello, Complaint# [redacted] - ( [redacted] )We at NAPG take all customers’ claims very serious and have diligently investigated Mr [redacted] account to provide a reasonable response according to our records Upon further review, Mr [redacted] was enrolled into NAPG’s guaranteed savings plan (GSP) Which is similar to a variable rate plan, that involves a variable rate that typically changes each month based on market conditionsThe difference between the daily general variable rate and the GSP is that with the GSP, customers are guaranteed to save over the utility’s standard offer rate for a specified period of timeIn this case, the GSP was guaranteed to remain below the customers’ utility company’s rate-to-compare through the last billing cycle before June 30, On 2/20/2015, Mr [redacted] elected to enroll into NAPG’s 12-month $0.0999/kWh fixed rateTypically, a rate change request can take up 1-meter reads from the date in which the request is submitted to the utility company Although the customer was billed properly, in the spirit of customer satisfaction, an accommodation in the amount of $will be issued to the customer - which is the difference between the variable rate the customer was charged and what they would have paid if they were charged at the NAPG’s 12-month $0.0999/kWh fixed rate for the customer’s 12/26/– 1/29/ and 1/29/- 2/26/billing cycle Based on the customer’s account details, the mentioned fixed rate should begin on 3/28/ Should you have any further questions or concerns, please don’t hesitate to contact me directly Sincerely, Compliance Department North American Power [redacted] T [redacted] F [redacted] / [redacted] Style Definitions */

Hello,Complaint # [redacted] ( [redacted] ***)Please note, Ms [redacted] rebuttal response indicates that she received a call from NAPG regarding her complaint, and her account was cancelledIn addition to this, the ETF which would have been assessed was waived.Should you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,Compliance Department

I share the same experience that others have The pricing structure is predatory I would strongly recommend staying away from this power supplier

Hello,This email is in response to the complaint filed by [redacted] – [redacted] According to our records, Mr [redacted] enrolled with NAPG on 2/11/2014, onto a 6-month $0.0649/kWh fixed rate plan As a standard, NAPG sends renewal notices to advise customers when their fixed rate contract is soon to expire and encourage them to contact us to renew their rate plan Additionally, as stated in the terms, if the customer takes no action, their account will default back to the standard variable rate plan Attached you will find Exhibits A & B: (A) the welcome letter and TOS that were mailed to the customer (B) the renewal notice which was mailed to the customer prior to the expiration of his fixed term As of 7/2/2015, the customer’s account has been cancelled with NAPG and has not incurred any further charges beyond this date Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power & Gas / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because: I enrolled based on information provided to me by a person who represented this company and earned money as a result of my enrollment I was left with the impression that I would always pay less than I would pay if I stayed with *** North American Power is saying that they sent a letter to me before my rates went up and I never received any correspondence from them This company has taken advantage of my lack of knowledge in this area and it's unfair to know that they are only offering to adjust billing for one month when I requested more than that considering that fact that I've been ripped off for more than a year I thought my bill was higher because the cost of electricity was higher for everyone I had no idea that I was being charged almost twice as much as I should have been paying There have been numerous complaints about this company's deceptive practices and preying on uninformed people seems to be how they operate My winter bills have been the most devastating and have literally had to forego buying groceries to pay my electric bill, all because of this company At the very least, I think my December and January bill should be recalculated and the difference refunded in addition to the February bill Now that I am aware and more educated about this, I cannot accept the offer that this company is calling good customer service knowing that I have been overpaying for much longer than the time frame that I am requesting a refundSincerely, [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 According to our records, [redacted] renewal letter was sent to him on 10/15/2014, prior to the expiration of his fixed contract and in accordance with Public Utility Commission Rules Therefore, the company met its contractual obligations to the customer We regret if [redacted] does not recall receiving his letter.With regard to wait times, we certainly apologize for any difficulty the customer experienced in reaching us It is possible he tried contacting us during a time when the call volumes were high However the case, customers have the option and are encouraged to leave a message and a customer service agent will promptly return their call As a resolution and to provide [redacted] with some relief, NAPG contacted the customer and provided him an adjustment to his final invoice It is our understanding that this courtesy adjustment met his satisfaction and resolved his dispute.NAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaint.Sincerely,Compliance DepartmentNorth American Power and Gas