North American Power

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 10/14/2014, 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 *** *** does not recall receiving his letter
Nevertheless, in the spirit of customer satisfaction NAPG made contact with *** *** and issued him a courtesy adjustment for his latest invoice and agreed to do the same for the final one. 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 Department
North American Power and Gas

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, *** *** expresses rate
dissatisfaction and requests a
refund
According
to our records, *** *** contacted the company on 10/28/to discuss her
dispute and her issue was resolved*** *** will be receiving a reimbursement in the amount of $370.57, which will be
issued to the customer at the billing address on file
NAPG
is committed to customer satisfaction and hope this response has meaningfully
addressed this complaint
Regards,
Compliance
Department
North
American Power and Gas

Hello,
This
is in response to the complaint filed by *** *** - Complaint #
***
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 11/5/2015. 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*** 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

According to our records,*** *** 6-month fixed rate contract expired. Rather than contacting the company directly to renew his fixed rate plan, he visited an online shopping website *** and attempted to re-enroll as a “new customer”After doing this, the customer
received an auto reply confirming the transaction had been completed. However, these actions resulted in a new enrollment record being submitted to the company which automatically rejected due to duplication, and did not result in the customer being issued a 2nd Initial Contract
We regret the customer did not make contact with the company directly to renew his fixed rate plan and wish there was more that we could do
In addition, pursuant to the Terms of Service provided to the customer upon enrollment and under the section titled Fixed Price Options it states: “If Customer has chosen a Fixed Rate product, Customer Price per kWh is guaranteed not to change during Initial Term. Following the end of the Initial Term, and unless an alternative pricing provision is negotiated between the Parties, the Price for Service shall thereafter be variable month to month Agreement.” Therefore, NAPG fulfilled its contractual obligations to the customer and he was charged accordingly
NAPG remains committed to customer service and satisfaction and hope this response has meaningfully addressed this complaint
Sincerely,
Compliance Department
North American Power and Gas

*** *** - Complaint # *** (Rebuttal)
Attached you will find a copy of the customer's refund check and tracking receipt for their shipmentThank you,
Compliance Department

Hello,
(*** *** ***)
NAP
takes the satisfaction of both our customers and our potential customers very
seriously, we
apologize for the challenging experience the customer may have
experienced with retrieving their *** voucher.
Regrettably,
there seems to have been an email transmission error that occurred when issuing
the *** vouchers for both of the customer’s accounts In
instances as such, we typically request the customer provide an alternate email
address.
Nevertheless,
to expedite a resolution to Ms***’s case, the company has issued (4)
$*** vouchers to the customer (for each of her accounts) to
address her concerns.
Therefore,
at this time the customer has been notified of this accommodation and is
pleased with the solution to her concerns. She should receive her
vouchers within the next 10-business days
Should
you have any further questions or concerns regarding this matter, please don’t
hesitate to contact me directly.
Sincerely,
Compliance Department
North American Power
** *** *** *** *** *** *** ***
T ###-###-####
F ###-###-####

Hello,
*** *** - Complaint # *** As
of today (1/28/2016), Ms*** 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 Ms***
had an adverse experience and hope this response has meaningfully addressed her complaint. Should you have any further questions or concerns, please
don’t hesitate to contact me directly.Sincerely,Compliance DepartmentNorth American Power & Gas, LLC

We are kindly asking that North American Electric and Gas adjust our bills (Dec Jan and Feb 2016) to match industry standard kw/hr rates and not the double rates they have billed for
Please see attached supporting documents thank you and I await the merchants response Also I want to make sure merchant does not file this with credit companies as it is pending determinationThanks again

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

Complaint: ***
I am rejecting this response because:I am very easy to contactMy phone number is ###-###-#### And actually, a woman named Teresa from NAPower who I had been emailing with for the past couple months contacted me by telephone on January 5th to follow up on yet another email I had sent the company regarding this issue days earlierShe talked over me on the phone and would not let me get a word in edgewise and she also told me that a check had been mailed to me on December 23rdThis is despite the fact that I have an email from Teresa dated December 4th saying the check had been mailed then and that I should get it in a couple of daysAnd despite all the previous correspondence I have promising the same thingSo I absolutely do not accept yet another "check is in the mail" response from a nameless Compliance person who responded to my Revdex.com formBecause if it was in the mail I certainly would have received it by nowI check my mail every single day and have not had any issues with my mail in the pastMy address is: * *** *** *** ** ***And, coincidentally, I have not had a problem receiving a single North American Power electric bill in the mail since I first signed up with them several months agoYet this check remains elusive. I still maintain that in order to resolve this issue that I be mailed a $check in a traceable envelope like *** and be given the tracking numberI continue to be greatly disappointed with this company and plan to contact my local news station for assistance if this going down this avenue with the Revdex.com still continues to get me the same thing - NOTHINGI have multiple emails and phone records to prove that I've tried to resolve this issue over a DOZEN times with NO SUCCESS.
Sincerely,
*** ***

Revdex.com:I have researched the tracking documents attached to North American Power's response to my latest comment regarding this issue The refund check was not picked up by *** ** until 5/12/and is currently located at the local *** ** office in *** ** I am confident that this refund check will be delivered in the next days
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Company Response to Complaint:In response to *** *** complaint he was contacted by an NAPG customer service agent to discuss and resolve his concerns. After some discussion and an apology for any inconvenience *** *** may have experienced, NAPG waived the customer's early termination fee
per his request. In addition, NAPG is currently reviewing how *** *** call was handled to determine whether any coaching or retraining opportunities exist.Nevertheless, it is our understanding that *** *** was satisfied with the resolution and considers this matter resolved. We hope this response has meaningfully addressed this complaint.Sincerely,Compliance DepartmentNorth American Power and Gas

Complaint: ***
I am rejecting this response because: I was told on August 7th by the representative that I would be charged until the billing cycle ended on August 27th and I would be able to switch back over after thatI was never told at any time it would take to billing CyclesI recently was told that again by the representative who was resolving my issue that I would be refunded the difference back starting the billing cycle August 28thAt no time again was I told it would take one to two billing cycles and that it would not affect me until the end of SeptemberTherefore my expectation is that I would be refunded the difference from the August 28th start that billing cycle
Sincerely,
*** ***

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 NAPG would issue Ms*** an adjustment for
her final bill cycle in which she disputes. As a result she will receive a reimbursement check for $to settle her claims. Additionally, her service was previously cancelled and returned to the utility's standard offer on 1/9/and she did not incur any early termination fees We regret any inconvenience she may have experienced and further attempts will be made to contact her. We look forward to resolving this matter amicably Please accept our apology for the delay in this response however we ask that you update your records accordingly Regards, *** *** Compliance Manager North American Power & Gas * ** *** *** * *** ** ***
*** *** *** *** * *** *** *** ***

We respect *** ***'s position on the matter and encourage him to contact our escalations hotline at *** ext*** to further discuss his concerns. We regret he was dissatisfied with our service and wish there was more that we could do.Sincerely,Compliance DepartmentNorth American Power and Gas

I accept the offer for the last two billing cycles but what about the next three billing cycles since they will not cancel our service for monthswe have asked to have the account cancelled Immediately* *** ***

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 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***
At
this time Mr***’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*** 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

The company has made attempts to reach *** *** to discuss her concerns but to no avail at this time. After a thorough review of
her account it was determined that NAPG would issue *** *** a reimbursement check for $to settle her dispute. NAPG takes *** ***'s claims very seriously, upholds its business practices and refutes the unethical claims made by the customer We regret any inconvenience she may have experienced and further attempts will be made to contact her. We look forward to resolving this matter amicably Please accept our apology for the delay in this response however we ask that you update your records accordingly Regards, *** *** Compliance Manager North American Power & Gas | ** *** *** * *** ** *** tel: *** *** *** | fax:

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
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
Sincerely,
*** ***