North American Power

Hello, [redacted] - Complaint # [redacted] (Rebuttal-2) It is important to mention that, an alternate supplier cannot and is not responsible for the delivery of a customer’s energy supply.? This task is handled by the customer’s Utility, which also includes the meter reading, servicing or any form of emergency supportWe suggest that Ms [redacted] contact her Utility regarding her billing and consumption concerns, because this information is provided to us from the Utility In the interim, in the hopes to provide customer satisfaction; as opposed to Ms [redacted] re-enrolling back with NAPG to attain the courtesy refund mentioned in my previous response ?" the customer will be issued the accommodation without complying to the stipulation.? The accommodation comes to a total of $ that was calculated at the difference between our current non-new customer fixed rate ($0.0889/kWh,12-month) and the market rate Ms [redacted] was charged on her final billing period with us (1/19/- 2/18/2016) This goodwill refund will be issued to the customer in the form of a check and should be received within the next 10-business days As of 2/18/2016, Ms [redacted] ’s account has been cancelled and has not incurred any additional charges since this date, nor will she in the future after receiving her courtesy refund If you should have any additional 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:High wholesale electricity costs in the winter should have nothing to do with prices charged to customers in the summerA variable rate changes constantly, and the June rate quoted should not be determined by what it was in the winterPlus, in June 2014, North American Power told me that their customers like the variable rate because it allows them to "lock in" a low price when it dips below North American Power's fixed rate priceI asked them on the phone in June what was their lowest variable rate in the last monthsThey told me it was about cents per kWhour which is much more than cents per kWhourSo, this disproves their reasoning for offering a variable price since it never provides savings to their customers After contacting other electricity suppliers, they told me that prices have been between cents and cents per kWhour over the last yearThis is far less than North American Power's new price of $cents per kWhour I received a letter from North American Power dated 4/10/It stated that my fixed rate plan would change to a variable rate plan AFTER 6/2/However, North American Power raised my electricity rate from $cents per kWhour on May 19, which is BEFORE June 2, They broke their own fixed rate contractAlso, I did call in April after I received their 4/10/letterI was told that my new variable rate would not be much different than my fixed rate price of $cents per kWHour, and the variable rate could actually be less than $cents per kWHourI was shocked when I called in June 2014, and I was told that due to a harsh winter that my price in June would more than doubleDid they not know this in April? Also, when I called in June 2014, North American Power said they sent a letter to their variable rate customers months ago warning them that their rates were significantly going to increaseHowever, North American Power told me on the phone in June that they did NOT send the same letter to fixed rate customers like meWhy? the answer is obviousTo trap fixed rate customers into outrageously priced variable plans Sincerely, [redacted]

Hello, [redacted] Customer experience is the #priority for us here at NAPG.? As a result, we take the upmost pride in providing our current, former and potential customers with the highest level of service ?" which would include the transparency and the definitude approach we take when marketing our rate plans.? After concluding our investigation into this matter, our records show that [redacted] enrolled both her gas and electric accounts onto 12-month fixed rate plansAttached you will find [redacted] enrollment TPV ?" which does not guarantee her a savings should elect NAPG as her service supplier Please not that, the rate agreements that have been implemented assist in insulating customers from the different supply price fluctuations during the changing of seasons throughout the yearStill, NAPG cannot guarantee that a customer will realize a savings for the entirety of their termNo promises can be made because pricing factors for both the Supplier and the customer’s Utility can differ based on market conditions ?" which can range from the procurement in RTO-administered and/or other short term markets, as well as the costs for supply and associated products ?" which cause the market rates to vary Should you have any additional concerns, please do not hesitate to contact us Sincerely, Compliance Department North American Power and Gas, LLC

v\: [redacted] o\: [redacted] w\: [redacted] Hello, Complaint# – ( [redacted] ***) We at NAPG take all customers’ claims very serious and have diligently investigated Ms***’ account to provide a reasonable response according to our records To begin, this customer initially enrolled into a 6-month fixed rate that expired and defaulted to the variable rateAs 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 planAdditionally, as stated in the terms, if the customer takes no action, their account will default back to the standard variable rate plan As the customer mentioned, in the spirit of customer satisfaction a credit accommodation was issued to the customer’s account in the amount of $– which is the difference between what the customer paid with us for their supply and what they would have paid, if they were charged at NAPG’s 12-month $0.0949/kWh fixed rate for the customer’s 12/19/– 1/28/ billing cycle Based on the customer’s account details, the mentioned bill credit was reflected on the customer’s most recent billing invoiceUpon being informed of the bill credit, the customer elected to enroll into the mentioned fixed rate above After further review and consideration, an additional accommodation of $will be issued to the customer as a bill creditThis accommodation was calculated at the difference between what the customer paid with us for their supply and what they would have paid if they were charged at the 12-month $0.0949/kWh fixed rate for the customer’s 1/28/– 2/25/billing cycle Several attempts to contact the customer were made, however, these attempts were unsuccessful [redacted] Compliance Department North American Power [redacted] / [redacted] Style Definitions */

Complaint # [redacted] – [redacted] Edward [redacted] This email is in response to Mr [redacted] ***’s rebuttal to our initial response to his complaint According to our records; on 4/17/2015, both the $ [redacted] gift card and $ [redacted] voucher were requested to be issued to the customerTypically, these items can take between 15-business days before they are received by the customerThe reason for this is that the [redacted] gift card is processed and mailed to the customer from an outside vendor after a request has been submitted to the vendor Although all indications show that the promised gift cards have been requested; in the spirit of customer satisfaction, a $accommodation will be issued to the customer for his inconvenience and grievancesUnlike the gift cards, this accommodation will be issued to the customer in the form of a check and will be mailed from our corporate office to the customer’s address we have on file Mr [redacted] should expect to receive said accommodation within the next 7-business days I’ve attempted to contact the customer; however, my attempts have been unsuccessful Should you have any further questions or concerns, please do not hesitate to contact me directly Sincerely, Compliance Department North American Power [redacted] ***

( [redacted] ) NAP takes the satisfaction of both our customers and our potential customers very seriously, we apologize for any challenges the customer may have experienced with regard to their account 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 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 However, it was determined that the renewal letter that was to be sent to the customer did not generate due to an administrative error, and for that we greatly apologize To rectify the situation, a corrective refund in the amount of $will be issued for the inconvenience, which is the difference between what the customer paid with us for their supply and what they would have paid if they were charged at the utility’s rate-to-compare for their 10/3/– 11/4/and 11/4/– 12/4/ billing cycles Several attempts have been made to contact the customer to address their concerns, however, the attempts made 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 ###-###-####

Complaint: [redacted] 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, [redacted]

Hello, This email is in response to the complaint filed by [redacted] Complaint # [redacted] According to our records, [redacted] enrolled with NAPG on 3/22/onto a 6-month$0.0669/kWh fixed term - which was supplied to the customer for the indicated term length As a standard, NAPG sends renewal notices to advise customers of when their fixed rate contract is to 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 plan Attached you will find the renewal letter that was mailed to the customer As of 2/11/2016, [redacted] account will no longer be enrolled with NAPG and will not incur any additional supply charges beyond this date Should you have any further question or concerns, please do not hesitate to contact me directly.Sincerely,Compliance DepartmentNorth American Power & Gas

? [redacted] I am rejecting this response because: Sincerely, [redacted] North American Power gave me a new contract and was suppose to send a check for $, no check has arrived to date, that was days ago

Hello, This email is in response to [redacted] rejection response – Complaint # [redacted] On 1/13/and 1/14/2016, we attempted to contact [redacted] ***, but to no avail These attempts were being made in order to apologize for the inconvenience she might have experienced and to advise her that; in the spirit of providing customer satisfaction, instead of her receiving a fixed term at a rate of $0.0859/kWh she would instead be supplied a 12-month term at a rate $0.0819/kWh - which should be reflected on her next billing invoice Now, with regard to the customer claiming she has not received the $accommodation check that was promised to her Our records show that on 12/30/2015, this accommodation was promised to the customer and submitted into our company database for processing It is important to mention that the processing and mailing of said accommodation can take up to 14-business days before it is received by the customer I hope that this response has meaningfully addressed MsAllen's complaint Should you have any further questions or concerns, please do not hesitate to contact us directlySincerely, Compliance TeamNorth American Power & Gas, LLC

Hello, Rebuttal – Complaint # [redacted] We strive to provide the best customer service to all our customers, and apologize for [redacted] ***’s adverse experience Typically, the advertisements that are mailed provide different methods for which a customer can contact usBelow you will find the phone number, email address and mailing address you can contact for customer service needsCustomer support [redacted] ###-###-#### M-F, 8:00am - 6:00pm ET North American Power [redacted] Norwalk, CT As always, please feel free to contact us directly, should you have any additional questions or concerns Sincerely, Compliance Department North American Power & Gas, LLC

Complaint: This response does not in any way address the central concern reported to Revdex.com: the deceptive business practice of North American Power, which has been well-documented to the Revdex.com by hundreds of other customers North American Power’s response regarding the claim of sending me a letter in no way constitutes “proof”: this is certainly not proof Rather, it is a simple claim from a company with clearly deceptive business practices Also, North American Power does not provide an explanation as to why they ignored three (3) earlier requests from me on March 20, March 29, and April 5, for such proof North American Power’s response indicates that “In fact, he [customer] received an additional months at the mentioned rate plan after his agreement had expired”: this raises an additional concern Why would this company, that wantonly charges their customers rates that exceed their local power company's rates by up to 67%, offer two additional months at a reduced, promotional rate without communicating it? This is the period when the customer is scheduled to return to North American Power’s default "variable rate" One could conclude that North American Power does this to further facilitate their bait and switch practice, leading customers who are watching for a rate change into thinking that the “variable rate” they defaulted to is fair, which of course it is not North American Power should explain the rationale behind this additional deceptive practice North American Power states that “a customer has the option to log into their customer portal”: no such portal was communicated to me, not a single time This is because, as noted in the original complaint, North American Power did not contact me a single time by any channel including US mail, email, or phone for the entire period of my relationship with them, i.e., approximately two (2) years North American Power cannot and does not dispute this, but provides no explanation for this practice In addition, there is no reference to a “customer portal” in what North American Power claims to be the physical letter they sent in advance of my original promotional rate expiring North American Power clearly does not wish to remind their own customers who are paying their excessive “variable rate” of these charges, and North American Power will continue to reap the rewards of their deceptive practice For me, this excess over reasonable charges reached almost $500/year North American Power states that “the customer was properly charged for service”: this statement is both despicable and untruthful, since North American Power’s rates that exceed customers’ local power company's rates by up to 67% for a basic utility would not be considered “proper” by any reasonable estimationIn summary, the central intent of this complaint is to further expose the deceptive business practice of North American Power, as reported by me and hundreds of other former customers North American Power focuses their response on how long I took to notice this deception and cancel my contract with them, however that is not the central concern of this complaint This diversion and North American Power’s failure to address the actual complaint is another indication of a mature practice of deception by North American PowerThank youScott VMarchese

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 $367.11, 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 three billing cycles 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] , directly at [redacted] with any additional questions or concerns

Hello, [redacted] ***, Complaint # [redacted] 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, [redacted] ?" [redacted] (Rebuttal) We at NAPG take the customer’s claims very serious and have again diligently reviewed Mr [redacted] ’s account to provide a reasonable response according to our reports Please note that within the Terms of Service and the renewal notices that are mailed to the customer prior to the expiration of their fixed rate; if the customer takes no action and/or opts not to renew, their account will automatically default to a variable rate plan - which happens to be the case for Mr [redacted] ’s account 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

Our records indicate that the customer moved to a variable rate after the expiration of their fixed rate term, per the original agreement 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 $367.19, 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 two billing cycles 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] (Rebuttal)As indicated in our initial response to Ms [redacted] 's concerns regarding the estimated time of arrival of her accommodation check.? This check was prepped and mailed to the customer on Wednesday, December 23, 2015; and should have been received within 2-business days after the check was mailed.? However, upon further research, it was found that the customer's accommodation check was mailed to an address of: [redacted] ***; which differs from the address that Ms [redacted] specified in her most recent response.? Therefore, a new check will be reissued and mailed to the address of; [redacted] - which was provided by Ms [redacted] .Again, we regret that Ms [redacted] has had an adverse experience and hope that this response has meaningfully addressed her complaintSincerely,Compliance DepartmentNorth American Power & Gas, LLC

Hello, Complaint# [redacted] – ( [redacted] ***) - Rebuttal (2)Customer service and satisfaction are certainly of great importance to us and we regret that Mr [redacted] has had an adverse experienceWe have diligently investigated the customer's account which allowed us to provide reasonable responses and accommodations according to our reports Based on the customer’s account details, the customer was enrolled into a 6-month $0.0789/kWh fixed rate which was supplied to the customer for the indicated term lengthIt is customary, a renewal notice is mailed to the customer prior to the expiration of their fixed termAs a standard, NAPG sends renewal notices to advise customers of when their fixed rate contract is soon to expire and encourage them to contact us to renew their rate planAdditionally, as stated in the terms, if no action is taken, the account will default back to the standard variable rate plan In Mr [redacted] case, contact was never made with NAPG to either renew his fixed rate or cancel his account prior to the conclusion of his termTherefore, his account defaulted to the variable rate planAlthough this customer was properly charged, in the spirit of customer satisfaction – the customer was issued accommodations on different occasions As of 3/25/2015, Mr [redacted] account has been cancelled and has not incurred any further charges since this date.We wish there was more we could doShould you have any further questions or concerns, please do not hesitate to contact me Sincerely,Compliance Deparment North American Power [redacted]

Hello, Complaint# [redacted] ( [redacted] ) 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 [redacted] 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

Hello,In response to [redacted] Revdex.com Complaint # [redacted] : Please be advised that our records indicate that Mr [redacted] contacted NAP on April 8th to advise of his concerns of a payment issueHe informed that he attempted three times to remit a payment via the online customer portal on the day prior, but continued to receive error messagesHe then changed his payment by use of another checking accountHe later learned that not only did the fourth payment processed with email confirmation, but that the three prior payments were pending with his banking institutionThis led him to contact NAP to resolve Usually, when a payment is processed via the site, a confirmation email would be sent to the associated email address and populate on the customer’s accountDue to technical difficulties, this process did not occur The phone representatives do not have the capabilities to see any pending payments This would be the reason the customer was encouraged to seek resolution with his financial institution Once the issue was escalated to management, it was determined that the payments were indeed pending and that we would issue a refund on (2) of the $transactionsOur records indicate that the customer account was overdue and that the other (2) payments would cover the balance We advised the customer of the same We are sorry to hear that the customer is not satisfied with resolution In the spirit of good customer service we have offered a $Visa gift card and a $ [redacted] .com certificateWe value the customer’s loyalty and continued business On February 7, the customer entered into a contracted fixed term rate @ $59.9/thermThis term is effective from 2/7/15-2/9/Should the customer opt out of the plan prior to the expiration date, he will not incur any early termination charges for the premature cancellation of his fixed term We appreciate your business and look forward to servicing youIf you have any other questions, you may contact us at [redacted] , Monday through Friday between the hours of 8:AM – 6:PM EST Sincerely,Compliance Department / [redacted] Style Definitions */