North American Power

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and accept their resolution of mailing a refund check for $24.76  Below is the recent correspondence I had with NA Power.  If however, I do not receive the refund check in the next 10-14 business days, I will re-file a complaint.
Sincerely,
[redacted]
 
From: Stephan Alexis
Sent: Thursday, September 11, 2014 1:20 PM
To: Ivee ; Customer Care
Subject: RE: Revdex.com complaint
Hello
Ivee,
 
The refund
check should be received within the next 10-14 business
days.
-Stephan
Stephan
Alexis, Regulatory Compliance Analyst
North
American Power
20
Glover Ave, Third Floor, Norwalk, CT, 06850
T
888.313.9086
F
203.286.2064
From: Ivee
[mailto:[email protected]]
Sent: Thursday, September 11, 2014 1:19
PM
To: Customer Care; Stephan Alexis
Subject: Re: Revdex.com
complaint
Attn
Stephan,
I have read your
response via the Revdex.com website on 9/9 stating that you are sending me a check in
the amount of $24.76.  Please advice when this check has been mailed out.  Once
it is received, I will then “accept business response” via Revdex.com to close out the
complaint.
 
Thank
you,
Ivee
Stephens

Hello,
Complaint # [redacted] - [redacted]
Attached you will find the charge summary of Ms[redacted] 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

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.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business and I will accept the resolujtion as soon I receive the check . I did not get any e mail as of today from the business as they have stated. I sent them an e mail explaining that I have not received such e mail.
Sincerely,
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because of the following
 
They told us that they are not able switch us back to [redacted] until 4/11.  As such we are still concerned with the rate for the final 30 days from 3/11 - 4/11.  If they can provide us with "the difference at the utility's rate to compare" for this time period then it is acceptable.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Here is most recent letter I sent them outling my story and why $25 is uunacceptable. Also I hav enever been contacted by a specialist via and when a got a customer service person on the phone and asked to speak to a supervisor or management, they always said they weren't availbale.
 
My story begins in mid summer of 2013 when I received a
> letter FROM YOU asking ME to be your customer. 
> Promising me 6.99 cents per KWH and a $50 rebate, so of
> course I jumped at it.  I believe I called on 8/11/13
> to sign up and was told by October it would take effect.
> Needless to say it did not, I called several times after
> that I was told it takes 2 billing cycles etc….  Then
> on 12/10 [redacted] told me it has not gone through because
> someone at YOUR company did not read me the disclosure a
> record me accepting. He referenced #[redacted]. I asked him
> how long and was told that it would be 2 billing cycles and
> I asked him if he could expedite that being as that it was
> YOUR company’s fault. He said he would. Well 2 cycles came
> and went and nothing. Then my Feb bill was $100 more then it
> should have been and all HELL broke loose. I have called, I
> have emailed I get very little help even if I do get a call
> back. Customer Service email rarely responds, support
>  email is a little more help. On Feb 18th at 615p, eastern
> time a woman referred herself as head of billing and said
> there was definitely something not right and she would get
> to the bottom of it and call me the next day, she even gave
> me a time of 10am. To date I have never heard back form that
> woman. Several people have told me they see it in the phone
> log. I got an email on Feb 22that promised an answer in 15
> days. that deadline is quickly approaching. I talked to
> Terry in customer service on 3/5/14 he said yes I was
> effective Feb 22 and I got a welcome letter on the
> 24th.  I told him I was suppose to be a customer in
> Sept and I wanted to be compensated. He put me on hold and
> came back and said his supervisor said I was only effective
> by ½ cent. I was like excuse me but my rate for Feb went up
> 10 cents w/Direct Energy. He said oh I didn’t know you had
> direct energy and promised to call me back, and of course no
> call back!!! So today I got this
>  lady, [redacted] on the phone that needs customer service
> training. She had the nerve to tell me it has only been 1
> day since I called and I shouldn’t expect anything in 1
> day. I was like REALLY it has been 8 months and I call and
> or email almost every day. Then she dear asked me why I
> didn’t switch back to [redacted]. Then she was "kind"
> enough to suggest I call Direct Energy for an adjustment.
> Why the hell would I do that, They are supplying a service
> that YOUR company promised to. Do you train your employees
> to say these things. She offered me a $50 restaurant card, I
> was like how is that going to help pay my [redacted] * bill
> that is growing every day. I asked her if she were in my
> shoes and losing money every month because your company
> dropped the ball, would she be very happy. I am very annoyed
> and agitated, as you can tell, I have even asked to speak to
> a supervisor and [redacted] your CEO. But they say that's not
> possible. Then maybe [redacted] should stop leaving
>  messages about how concerned he is, but yet not concerned
> enough to talk to me. I have not heard fro 1 person in
> management. Maybe because I am a "little" account, but maybe
> I know tons of other "little" accounts or maybe even "Big"
> accounts. but then again should that really matter. I am
> requesting in writing what steps, if any, are being made to
> rectify this. I want the service I was promise 8 months ago
> and I want to be compensated for my losses. Please refer to
> your case #[redacted] when [redacted] admitted the ball was dropped
> and then read the disclosure and guaranteed me getting the
> service. So at the very least from that point it should have
> been only 2 billing cycles!!!
> Regards,
> [redacted]
** [redacted]

We appreciate [redacted]'s comments.
 
Compliance Department
North American Power and Gas

Misleading. You will not save money, but will pay more. I was "locked into" a rate that was never the same, or less than my original carrier. And when my two month period expired, I forgot to reply to the letter they sent to me so they conveniently put my charges at THREE TIMES the going rate for electricity. Great for them, BAD for me. My monthly bills were almost $100 a month when they should have been at $35 a month. Thieves! I now wish that I checked with the Revdex.com before allowing North American Power & Gas to reach into my wallet and take whatever they wanted. Never again will I use these Pirates!

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. They have mailed me a refund check to my satisfaction. Thank you. I appreciate that. 
Sincerely,
[redacted]

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 $25.00 [redacted] gift card and $50.00 [redacted] voucher were requested to be issued to the customer. Typically, these items can take between 15-21 business days before they are received by the customer. The 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 $25.00 accommodation will be issued to the customer for his inconvenience and grievances. Unlike 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 7-10 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]

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.I will still note though that I have in writing on November 19th an email notifying them of their incorrect address. Also, I spent many phone calls explaining that too and yet, the check was still mail over a month later to the wrong address. The amount of time and the shear volume of emails and phone calls and contact with the Revdex.com has been exhaustive. I have finally received the check that I was due months ago and spent well over $50 of my time trying to retrieve. I continue to be disgusted with this company and will cancel as soon as my contract is up and will be sure to notify others of my experience. Thank you very much to the Revdex.com for helping me retrieve the money that was due to me. However, I would greatly appreciate if their Revdex.com rating is downgraded so that other people can be warned. 
Sincerely,
[redacted]

Complaint: 11423608 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. 1.  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, 2016 for such proof. 2.  North American Power’s response indicates that “In fact, he [customer] received an additional 2 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. 3.  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. 4.  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 estimation. In 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 Power. Thank you. Scott V. Marchese

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

Upon receipt of this complaint, our Account Specialist sent the following email to the customer:
 
Hello [redacted],
 
North American Power apologizes for the inconvenience regarding the delay of your $50.00...

Welcome Bonus. To expedite the process a $50.00 check will be refunded to you, as a means to substitute the Visa card. The check should be received within the next 14 business days.
 
As always, you’re more than welcome to contact me [redacted] to discuss any questions or concerns.
 
Thank you,

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.
Sincerely,
[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 10/14/2014, 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 [redacted] does not recall receiving his letter.
 
Nevertheless, in the spirit of customer satisfaction NAPG made contact with [redacted] 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

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 weather. We 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 $104.13,
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 two billing cycles. 
The customer's service end date has passed, which means they will incur no further charges from us.
  
We left a message with the customer going over these points. 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.

Company Response to Complaint:
NAPG contacted [redacted] to discuss her complaint and advised her that she initially enrolled in a variable rate plan; since that was the only plan offered at the time of the customer's enrollment back in 2010.  She was then provided with some insight on the...

nature of a variable rate plan and explained that NAPG now has fixed rate offers.  Moreover, NAPG acknowledged her previous issue concerning her fixed rate election not taking effect and clarified that the issue had already been resolved.  Nevertheless, in the interest of customer satisfaction and to resolve her complaint, NAPG offered to adjust [redacted] charges on her Dec. - Jan. 2015 bill cycle to that of the utility's standard offer, which would yield her a reimbursement of $246.05.  She was pleased with this outcome and considers the matter resolved.
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

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 experience. We 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 length. It is customary,  a renewal notice is mailed to the customer
prior to the expiration of their fixed term. As 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 plan. Additionally, 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 term. Therefore, his account defaulted to the variable
rate plan. Although this customer was properly charged, in the spirit of customer
satisfaction – the customer was issued accommodations on 2 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 do. Should you have any
further questions or concerns, please do not hesitate to contact me.
Sincerely,Compliance
Deparment North American
Power[redacted]
[redacted]
[redacted]

Complaint: [redacted]
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 CALLED. It is certainly not the caller's fault if the receptionist answering the phone does not take down all of the information correctly. We 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 error. I, the customer, am certainly not going to be held responsible for this wrongdoing. It 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 short. We should have been advised of the immediate termination during our first phone call in Nov - full disclosure.
Sincerely,
[redacted]